Jobber News April 2012

Jobber News Georgian College Renames Automotive School • TRW Launches Aftermarket Program • Raybestos Announces Sweepstakes

MAGAZINE

APRIL

2012

Serving the Automotive Aftermarket Since 1931

EMERGING MOTOR OIL CATEGORIES PREMIUM BRAKE SALES PREMIUM CHASSIS PARTS SALES BODYSHOP ENVIRONMENTAL UPDATE ARE YOU COVERED? INSURANCE TIPS AVOIDING CATALYTIC CONVERTER COMEBACKS

John MacDonald, Incoming Chair,

Automotive Industries Association of Canada

COMMUNICATE AND CONNECT Canada Post Canadian Publications Mail Sales Agreement No. 40069240

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This Month

Contents

April 2012

Vol. 80,

No. 4

24 COVER

COMMUNICATE AND CONNECT John MacDonald knows that the more you put in, the more you get out. And he knows that the AIA has a lot of value to offer. He has learned those lessons well from a life as a member of one of Canada’s most successful jobber business-owning families and two decades

John MacDonald, Incoming Chair, Automotive Industries Association of Canada

of work with the association.

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Over the Counter

Georgian College Renames Automotive School; TRW Launches Aftermarket Program in North America; Raybestos Kicks Off Sweepstakes Promotion; Auto Parts Centres Announces Charity Tourney; Uni-Select Reports Results; Castrol Rebrands Syntec; and more.

Letters to the Editor................................................. 8

News 10 Bodyshop Beyond Waterborne: Bodyshops Going Green

Bodyshops across the country are employing innovative strategies to lower costs and carbon footprint.

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Market Feature: Facts of Friction

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A/C Special Report:

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Premium Chassis Parts Sales:

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New Products Knowledge Building: Avoiding Catalytic Converter Comebacks

Event Report: More Profit for Shops

Reducing your risk and increasing your profits could be said to be the theme of the 2012 Ontario Automotive Service Providers Forum organized by the Automotive Industries Association of Canada.

Market Tracker Informed Consumers Build Oil Sales

The expanding options for the motor oil consumer put the onus on jobbers and their customers to communicate the right options effectively.

& Management 22 Money Are You Covered? Three Insurance Pitfalls

There are very real differences among brake friction products on the market.

Variable Displacement Compressors and Beyond Tech and tricks shared at the Mobile Air Conditioning Society Worldwide conference.

Counterfeit Refrigerant Advisory.............................. 36

Focus on Technical Features and Support Your customers expect more from you than a part that looks good. And when it comes to premium parts, they expect a lot more.

13 Tips from the Experts

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Autoserviceworld.com Internet Directory Comment COMMUNITY CONNECTIONS

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Vortex Returns as Sponsor of NASCAR Opening Round Canadian Tire Motorsport Park has announced that Vortex Brake Pads will return as the title sponsor of the NASCAR Canadian Series opening round, headlining the Victoria Day SpeedFest Weekend, May 18-20.

“We are thrilled to welcome back Vortex Brake Pads as the title sponsor of the exciting NASCAR Canadian Tire Series race on the historic 3.957-km road course on May 20,” says Myles Brandt, president and general manager of Canadian Tire Motorsport Park.

“The NASCAR Canadian Tire Series is the country’s top stock car championship and features some of the best Canadian racers anywhere, including our own Jason Hathaway,” says Gonzalo Reyes, executive vice-president of sales and marketing for OE Quality Friction Inc., parent company of Vortex Brake Pads.

“We at Vortex Brake Pads are thrilled to continue sponsoring and be affiliated with the Series and Canadian Tire Motorsport Park, one of the crown jewels of racing circuits in North America.”

Georgian College Renames Automotive School Georgian College in Barrie, Ont., has renamed the Canadian Automotive Institute the Automotive Business School of Canada.

The automotive business program offered at Georgian is the largest in Canada, and receives tremendous support from the Canadian automotive industry, which provides co-op jobs, grad jobs, scholarships, and vision through industry partners. Current students and alumni were involved with the rebranding process.

“The rebranding is about better representing students. This new brand illustrates our passion, dedication, and drive. We are represented as professional individuals working toward taking over the industry, and that is what we intend to do,” says Nicole Simpson, a second-year automotive marketing student on co-op as a marketing and communications assistant in the Automotive Business School of Canada.

“Our school is a group of driven individuals who are going to become the next generation of the automotive industry. There is nothing that we aren’t capable of,” Simpson adds.

Georgian partnered with Young and Rubicam (Y & R), the same advertising agency used by a large automotive manufacturer, to create and launch the new brand. The entire process took place within a year. Y & R suggested changing

the name to Automotive Business School of Canada and establishing it as a business school.

This would avoid the confusion that some prospective students may have regarding it being a technical school rather than a business school.

“When great organizations come together, great things happen. The Automotive Business School of Canada is grateful to Y & R for its support and partnership,” says Jennifer Sheremeto, the marketing specialist for the school. “They are helping us to meet our overall goal of increasing the number of applicants and helping bring negative public perception in line with the reality that the program is in fact strong and our graduates get jobs.”

Although the automotive industry has been challenged from time to time, says the school’s dean, Marie-Noëlle Bonicalzi, the program has always had a strong co-op component. The school has produced more than 2,700 graduates who experienced co-ops in the field.

“Since the inception, we always had to explain that we are not a technical school, but a business school for the automotive industry,” says Bonicalzi. “Now our name says what we are all about. We are very pleased with our new motto: Automotive Business School of Canada – For the Driven.”

Comment: Plan to Block O’Reilly Store Raises Questions About Image A move to block an O’Reilly Auto Parts store because it wasn’t deemed good enough for a Wisconsin city may have failed, but it gives rise to questions about how municipalities and residents view auto parts businesses.

The failure of the move by Wauwatosa councillors means that an O’Reilly Auto Parts Store will soon occupy the space where a Blockbuster once stood in East Tosa, Wis., reported Wauwatosa Now.com.

The debate hinged on the fact that some residents felt it may not fit with the city’s vision for the neighbourhood.

What should be concerning for the aftermarket, however, is the underlying sentiment among dissenters—the vote was 11-3 against blocking the store—that it is preferable to have a vacant storefront waiting for a “suitable business” to arrive rather than allow an auto parts store to make it home.

Fortunately for O’Reilly, the majority of the councillors felt differently, but even then only on strict conditions about what work customers could perform in the adjacent parking lot.

In the current U.S. economy, it’s much more likely that larger, nationwide companies can afford to rehabilitate vacant properties, alderman Donald Birschel (the U.S. equivalent of a city councillor) told Wauwatosa Now.com. Economic conditions must improve for small businesses to take a chance, and having vacant properties will not help.

So common sense seems to have won the day, but only barely, and only conditionally.

Considering that sentiment, even those who voted for the plan did so grudgingly.

An auto parts store provides jobs, services, and needed merchandise to a community. It also provides a good corporate citizen.

Considering the well-documented community commitments that aftermarket industry players are known for within the industry, it would seem that there is still considerable work to do communicating the real value of an auto parts business to consumers and other decision makers.—Andrew Ross, publisher and editor Continued on page 6

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Aftermarket eForum Announces Keynote Speakers The Automotive Aftermarket Industry Association (AAIA) has announced its lineup of speakers to keynote the Aftermarket eForum near Chicago, Ill., July 17-18.

Gary Shapiro, CEO and president, Consumer Electronics Association (CEA), will kick off the event with his thoughts about the convergence of technology and the automotive industry.

In addition, the eForum agenda will include presentations from respected leaders in IT, logistics, e-commerce, and government, including Joseph LaFier, senior vicepresident and CIO, Polk; Ray Reulbach, vice-president, customer solutions, UPS; and Michael Chagrin, United States Department of Transportation and Intelligent Transportation Society of America.

The 12th eForum will return to the Hyatt Regency O’Hare in Rosemont, Ill., July 17-18. The program is designed to appeal to aftermarket manufacturers, suppliers, retailers, distributors, service operators, and related service and solution providers.

London Charity Tourney Calls for Participants; Raised $15,000 in 2011 Sciences Foundation on June 14, 2012.

APC is a network of auto parts stores operated by Canusa Automotive Warehousing.

The 2011 APC Invitational Golf Classic raised $15,000 for the foundation that was allocated to the Department of Orthopedics in honour of APC founder Bob Jones, who recently received a hip replacement.

To date, the APC golf tournament has raised $33,000 for the LHSF in the past three years, and Last year the tournament raised $15,000. Present for last year’s cheque has a goal in 2012 to match the presentation were (from left to right): John MacFarlane, vice-president $15,000 that was raised last year. of development, London Health Sciences Foundation; Luke Ramsay, For more information about the sales and marketing manager, Canusa Automotive Warehousing; Steve APC Invitational Golf Classic, visit the Drake, vice-president, Canusa Automotive Warehousing; and Dan APC website at www.autopartscenRoss, CEO, London Health Sciences Foundation. tres.com and download the pdf.

Auto Parts Centres (APC) will be hosting its If you would like to make a contribution to fourth annual golf tournament in London, the LHSF, please contact Corinne Mallough at Ont., in support of the London Health corinnemallough@autopartscentres.

Castrol Rebrands Syntec as Edge With SPT Castrol, distributed in Canada by Wakefield Canada, has rebranded its Syntec synthetic motor oil as Edge with Syntec Power Technology (SPT).

The product retains the same synthetic formulation and the black bottle that has become so familiar to automotive professionals and consumers.

According to Wakefield, Syntec had been the largest-selling synthetic motor oil in Canada. The move to rebrand the product as part of the Edge family puts Castrol

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Jobber News is Canada’s longestestablished publication serving the distribution segment of the Canadian automotive aftermarket. It is specifically directed to warehouse distributors, wholesalers, machine shops and national accounts.

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Editor and Publisher Andrew Ross (416) 510-6763 E-Mail: aross@jobbernews.com Associate Editor Noelle Stapinsky (416) 510-6839 E-Mail: nstapinsky@jobbernews.com Contributing Editor Emeritus Bob Blans Contributing Editor Martha Uniacke Breen Contributing Writers Mark Borkowski, John G. Smith Sales Manager Jay Armstrong (416) 510-6745 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

in Canada in step with Castrol’s markets around the world.

The Edge family offers two formulations in its range: Edge with Syntec Power Technology (SPT) in the black bottle, and Edge with Titanium Fluid Strength Technology in the gold bottle.

Both formulations are completely compatible with all conventional and synthetic oils. Both are Dexos 1 approved and licensed.

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, 80 Valleybrook Drive, Toronto, ON M3B 2S9 Jobber News Magazine (ISSN#0021-7050) is published monthly by the Business Information Group, 80 Valleybrook Drive, Toronto, ON M3B 2S9 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 1-800-2687742, Fax 416-510-5140, e-mail: jhunter@businessinformationgroup.ca. Mail to: Privacy Officer, Business Information Group, 80 Valleybrook Drive, Toronto, ON M3B 2S9 Business Information Group 80 Valleybrook Drive, Toronto, ON M3B 2S9 We acknowledge the financial support of the Government of Canada through the Canada Periodical Fund (CPF) for our publishing activities.

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JOBBER NEWS / APRIL 2012

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Raybestos Announces Rebate and Promotional Sweepstakes

Raybestos brake and chassis products, a member of the Affinia family of brands, is giving installer shops two new cash rebate offers for their customers and a business-building sweepstakes program to enhance sales.

In the “Red Hot Smokin’ Rebate” offer, which runs from April 1 through May 31, 2012, consumers can qualify for up to $80 in rebates and a chance to win a 650-horsepower 2013 Raybestos Roush Stage 3 Mustang.

Participating shops/stores can offer customers a cash rebate up to $40 with a qualifying purchase of Raybestos brake products and up to $80 for qualifying purchases of Raybestos brake and chassis products.

During the promotional period, installation shops can earn a reward of up to $50 for installing qualifying Raybestos brake and chassis products.

The rebate offer ends May 31, but the full sweepstakes continues to run through September 15, 2012.

Canadian details can be found on www.raybestos.ca.

The Right Choice is the Smart Choice!

Acquisitions Push Results for Uni-Select Skyward but Pressure on Margins Increasing

Uni-Select’s addition of two U.S. businesses and organic growth have combined to generate record results for the Boucherville, Que.-based distribution network. However, EBITDA results remained largely unchanged as improvements in terms and conditions were offset by unfavourable changes in customer mix that pushed margins downward.

Uni-Select Inc. generated sales of $436.7 million in the fourth quarter of 2011, compared to $305.4 million in the same period of 2010. (All figures in Canadian dollars.)

Net earnings increased to $11.7 million in the fourth quarter of 2011 or $0.54 per share, compared to $10.2 million or $0.52 per share for the same quarter of the previous year.

TRW Launches Premium Aftermarket Brake Program

TRW Automotive Aftermarket, which only recently announced its reentry into the North American aftermarket, has launched a premium, all-makes disc brake pad program.

“We are truly excited about this launch,” says Russ Stebbins, director, TRW Automotive Aftermarket NA. “TRW’s program makes life easier for distributors and repair technicians by offering the optimum friction material for each vehicle and the attachment hardware to do the job right.”

TRW Automotive Aftermarket’s sales efforts in Canada are being represented by Specialty Sales & Marketing.

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It all comes down to the wheel end.

Smart technicians know this is no place to cut corners.

For more than 125 years, FAG premium bearings have set the standard for quality, durability and performance.

Built to the same exacting standards as our originalequipment products and engineered to thrive under pressure, FAG Hub & Wheel Bearings deliver everything you’d expect a company that supplies O.E. manufacturers around the world: • • • •

Quality engineering Original-equipment fit Integrated sensors (where applicable) Fully-integrated rolling units

FAG brand hub and wheel bearings: Anything less just isn’t intelligent.

Schaeffler Group USA Inc. 5370 Wegman Dr. Valley City, OH 44280 Phone: 800.274.5001 Fax: 330.220.6529 www.Schaeffler-Aftermarket.us Yes, this is an electric vehicle. High-end electric vehicle maker Fisker Automotive has opened a showroom in Toronto’s Don Mills neighbourhood. Fisker Automotive recently added Canada to the list of countries in which the $102,000 Fisker Karma is available. The Karma can travel from 0-60 mph in 6.2 seconds, yet was recently given an emissions rating of just 51 g/km CO2 by the TUV and a 112 mpg equivalency rating.

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Certified to ISO 9001:2008

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The TRW disc pad program is the first element of a full corner module product offering designed for the independent aftermarket. Other product programs will be introduced on a rolling basis to the North American aftermarket, including a linkage and suspension program later in 2012.

Letters to the Editor Dear Editor, I’d like to commend Paul Finlayson of Finlayson Tire Ltd. for his comments in this past month’s Jobber News (regarding the Shop Survey). Mr. Finlayson hit the nail directly on the head with his complaints and concerns. This industry has gotten a black eye for some of the very reasons he mentions.

Economic downturns in certain, if not all, areas of the province [Ontario] have caused many “Shade Tree Mechanics” to fix their friends’, families’, and even strangers’ cars for next to nothing. Don’t the jobber stores that are selling parts to these hacks realize they are biting the hand that feeds them (the real shops with real expenses)? Those of us who are law-abiding, taxpaying, insurance-paying business owners with large overhead are left scratching our heads, while Joe Blow is making $20 putting brakes on his buddy’s wife’s minivan while drinking a six-pack of beer. They have no insurance, and most times, no license. What happens when that mother’s van’s brakes fail and she crashes and kills herself and/or her kids?

This is a growing problem in Ontario, as I’m sure it is in the rest of Canada as well.

We can continue to bury our heads in the sand and jobbers can continue to sell parts to fly-by-nights at a garage price, or we can make an effort to put an end to it. Here’s a thought:

demand a business license and proof of shop insurance to sell parts to these individuals at garage pricing. If they don’t have a license, shop, and insurance, they pay full price, just like they should. Don’t deliver parts to the homes of guys working out of their garage and/or backyard. Make an effort to show your appreciation to the honest, hard-working shops that do their best to charge a fair price so they can put food on their family’s table.

I’m guess we are in for more sand in the eyes.

Adam Davidson, Owner Community Muffler Shops Ltd. Leamington, Ont. Dear Editor, I enjoyed reading your most recent Editorial Comment in Jobber News (“No Substitutions, Please,” March 2012.)

I agree that a lot of places are cutting down on stocking known “A” movers, relying upon their affiliate member warehouse to inventory it. All that daily ordering, receiving, shipping, paperwork, [and] driving around wastes time and costs money, but mostly inconveniences a lot of shops with bays tied up, as well as frustrating vehicle owners, while they all play the waiting game.

Stocking not only oddball product, but substitutions or alternate part numbers is one of our specialties here at Mopac, where if we do have a certain part in a particular brand, we will have it in multiple others. Does it cost us money in having 26 brands and styles of exhaust headers for a ’69 Camaro? You bet, but in the long run we all win due to the option of supplying a customer with either a similar or even better-quality or -priced option.

Yes, there are still many that, for whatever reason, still want XYZ Brand, and we’ll do our best to get it, depending on their-time frame requirements.

Imagine if you went into a restaurant, sat down and ordered a steak, and were told you’d have to come back Thursday.

Back in the day, “out of stock” and “time to reorder” tags were rare, and Wimpy could get away with saying, “I’ll gladly pay you Tuesday for a hamburger today.”

Regards, Catfish Potesta, Director Business Development Mopac Performance Distributors (a division of Mopac Auto Supply Ltd.) Langley, B.C.

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APPOINTMENTS

Bestbuy Distributors Limited has announced the appointment of another experienced addition to its sales team: Richard Tothe has been appointed to the position of business development manager for Western Ontario. Tothe is an experienced professional that brings over 33 years of aftermarket sales experience to his position.

Tothe will report directly to Kim Bishop.

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BODYSHOP NEWS

Beyond Waterborne:

Bodyshops Going Green

By Noelle Stapinsky

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Cambrian Ford in Sudbury, Ont. installed 24 solar panels on its roof.

ith headline news constantly calling attention to climate change and environmental issues, “going green” is no longer just a buzzword. The consumer demand has never been bigger, and with regulations on recycling, emissions, and processes, many businesses are getting onboard to increase energy efficiency and decrease their environmental footprints.

Making such changes certainly shines an admirable eco-friendly light on the business as a whole, but it can also attract more business, while saving the company money. And for bodyshops, which have already taken the first step by converting to waterborne paint, investing in energy saving and advanced technology, and cleaning and recycling solutions not only makes sense for the bottom line, but it can also create a happier, healthier work environment.

Over the past decade, energy efficiency and alternative energy have become hot topics around the world. Today, everywhere you look there are solar panels, wind turbines, and a plethora of other energy-efficient technologies being employed to harness as much natural energy that can be captured and feed it into the grid.

And in the current economy, where costcutting is top of mind, more and more businesses are looking for ways to benefit from more environmentally efficient technologies and strategies.

With some structural enhancements, collision repair facilities can greatly benefit from “going green,” and there are some shops in Canada that are already reaping those benefits.

Independent Initiatives There are many bodyshops across Canada that are outfitting their buildings with more efficient structural elements.

Some Fix Auto locations in Ontario are blazing the enviro-trail.

Fix Auto Mississauga East replaced its roof two years ago for better insulation, and added skylights to brighten up the shop and lower energy costs.

“The team has greatly appreciated getting more natural light in the building, so this has increased worker satisfaction,” says Michael Longarini, assistant manager at the Mississauga East location.

The shop has also replaced its lighting with “eco-friendly” bulbs, significantly brightening up the work space and turning formerly dark corners of the shop into usable areas. “Honestly, the office is so bright it creates a sensation

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similar to standing on top of a ski hill on a bright day,” says Longarini.

At the Sudbury, Ont., Cambrian Ford dealership, which houses a Fix Auto bodyshop, it had 24 solar panels installed on the roof to feed energy into the local grid.

This shop has taken other eco-friendly steps as well, according to bodyshop manager Terry Hall. Apart from switching over to waterborne paint three years ago, they’ve also invested in HVLP spray guns and have their solvent waste picked up and recycled by Safety-Kleen.

“We changed the whole lighting system to high-efficiency bulbs and bought a new rotary screw compressor to replace the old piston compressor we had,” says Hall. “We also have valveless hoods for our painters to get fresh air.”

“All of these improvements have made the shop a happier, safer environment,” he adds.

Collision Clinic in St. John’s, Nfld., has achieved increased efficiency by engaging in a lean work culture. The shop was the first in the province to switch over to waterborne paint, and since the conversion, according to general manager Sharon Wells, they just kept looking for more efficient ways to improve the way they do business.

“We engage all our employees in lean and green processes on the shop floor, and we’ve switched all of our lighting to energy-efficient bulbs,” says Wells. “And we promote a paperless process. Customers are sent text or emails for appointments. Instead of an invoice, we give out digital copies on flash drives with our branding on it.”

Collision Clinic customers can also check on their vehicle using a “status on demand” online option, and they can download an app that will help them through the appropriate steps if they’re in an accident.

Proactive shops like this can be hard to locate in Canada, because they aren’t necessarily advertising such improvements.

Brand Power South of the border, Keenan Autobody, a Pennsylvania-based multi-shop operator, includes the phrase “A Green Company” with its branding.

With about 12 shops throughout Delaware and Pennsylvania, each location features different environmentally friendly and efficient attributes.

Keenan president and COO Mike LeVasseur explains that all of the locations are mostly paperless. “There’s a location in Delaware that’s solar powered, we recycle everything, we use smart thermostats that reduce or turn off AC Continued on page 12 JOBBER NEWS / APRIL 2012

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units during peak hours, and we use reclaimed tire mulch for the plant areas around the outside of the shop.”

What’s more, Keenan shops have already switched to waterborne paint, even though it’s not yet required by the states its locations are in.

“It will become mandatory, but I wanted to be completely done with the switch before that time comes,” says LeVasseur.

At the Delaware shop, solar panels were installed in 2009, providing 65 per cent of the shop’s power when it’s open and 100 per cent when it’s closed, while selling power back to the grid.

“When we decided to install the solar panels, the state paid half of the project cost and the federal government currently pays 30 per cent of what we put out,” says LeVasseur.

“We sell about $25,000 worth of energy a year.”

He adds, “We talk to energy companies all the time about more options, and we’re always looking for different options for our other locations.”

For Keenan, being a green shop is a philosophy. “There are some things we don’t make money on, but we attract customers,” says LeVasseur.

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Fix Auto Mississauga East added Skylights to brighten up the shop.

The benefits of implementing environmentally sustainable solutions are two-fold. Although it’s easy to be humble about internal efforts, using such elements in marketing your shop will help attract more business, while decreasing overall costs.

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EVENT REPORT

More Profit For Shops at the Forefront

2012 Ontario Automotive Service Provider Forum educing your risk and increasing your profits could be said to be the theme of the 2012 Ontario Automotive Service R Providers Forum.

would be difficult to find information about your business.

Now people can pull out their smart phone and look for reviews, recommendations, and word of mouth.

Organized by the Automotive Industries Association “People are coming and browsing your information of Canada, the forum recently anonymously, in places you might not attracted nearly 200 independent know exist, and making buying deciservice outlet personnel and other sions based on that.” aftermarket professionals to the The bottom line is that you can’t International Centre Conference choose not to participate in social Centre in Mississauga, Ont. media. If you have a business, there is Four sessions were held in the a good chance you are already part of morning, and then repeated in the the social media conversation. afternoon. In addition, a lunchIf you choose not to actively partictime presentation on Social Capital ipate, you are choosing not to control Partners highlighted the benefits that conversation and leave yourself of hiring with a social conscience— open to risk, says Reynolds. benefits that include additional subShe related a customer service issue sidies for training.

Air Canada suffered from—the case Key presentations covered selling of a young boy’s wheelchair being skills, succession planning, profit broken—that went rapidly from social building, and the risks and rewards media comments to the broader of social media. media, making for a much larger issue Businesses large and small are all Hockey great Dennis Hull made hay on his famous in the public eye. All the while Air brother’s reputation, in a well-received humorous faced with an increasingly complex Canada was working on solving the presentation that could have been titled “Mischief world, social media consultant Jessica problem.

My Brother Bobby and I Got Into.”

Reynolds told attendees. Reynolds “The problem was that they says that the entire social media landweren’t communicating. A customer scape is changing. There are quite literally thousands of social service issue became a 24-hour firestorm, and by the time media platforms and new ones Air Canada realized this they could no longer become part being created every day. of the conversation.”

“In the midst of all of this is Again, she emphasized, the choice needs to be how you an ongoing demographic shift. choose to participate, not whether you participate.

Heavy social media users are “Companies that don’t join the conversation risk being going to become the majority left behind. You and your competitors are being talked of your customers, and not just about. If other people are taking advantage, you are becoma small part of your customer ing increasingly invisible. base.

“Your organization and brand are being talked about whether “What we end up with is a you join the conversation or not. Negative reviews and comments customer base pulled in mulare being posted, and this can be a huge liability for an orgatiple directions. It will change nization.” the way consumers interact Perennial favourite Mac McGovern from KYB kicked off with businesses. Formerly, it his “Selling Skills— Salespeople are from Venus, Installers are From Mars” session by asking shop owners and parts dealers in the room, “What keeps you up at night?”

Many responded with terms such as the “bottom line” or Social media expert Jessica how they can keep a steady flow of advanced bookings.

Reynolds gave attendees an If the shops are filling the bays, day in and day out, insightful look at some of the risks the parts salespeople will also be busy. But there seems to surrounding the changing social media landscape.

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EVENT REPORT Continued from page 14

be an invincible wall between the two and a large lack of communication. McGovern says that both sides can blame the economy or lack of weather, for instance, but the reality is that the way business needs to be done today has changed.

Technicians have traditionally had about 95% of their focus under the hood and only 5% on sales.

They don’t often offer additional repair options for fear of alienating loyal customers with repairs they might view as unnecessary.

Kat Lennox and Alison Moody, students of the Canadian Automotive Institute, newly renamed the Automotive Business School of Canada, presented during lunch on the benefits of hiring through Social Capital Partners, which provides societal benefits as well as financial incentives to employers.

Create a dialogue with the customer, he advised. “The average age of a vehicle today is 11 years old. If your customer wants to keep that vehicle in its designed performance condition, communicate with your customer what can be done to maintain his vehicle in top working condition.

“Reported problems with vehicles are down, therefore sales are down,” says McGovern. “But bays are slow because vehicles today are made better.”

To earn more sales, it’s essential A profitable business is a more desirable one to to shift from a repair culture to own and to exit. a maintenance culture. By clearly However, too many business owners see their communicating the value of regubusiness itself as an enduring legacy, and that is lar maintenance, you ensure that a mistake. customers will be more likely to go It might all start with the assumption that a ahead with the repairs. business is meant to last, said succession planning “Customers want to determine speaker Tom Deans. what they need,” says McGovern.

“We know that only 30% of businesses will transfer to the second generation.

“But it all comes down to how you Only 10% will transition to the third generation. Businesses don’t last.” explain it to them.”

He said that in the face of books and business thinking to the contrary, his is Technicians aren’t used to talking to people and working the counter, not a popular message. but that’s where shop operations “It is often very difficult for owners to hear what I have to say, especially business are heading, said Dave Meunier, owners who are successful. They feel that they are exempt from the laws of business. president of TACT, during his preThey are not.” sentation.

Dean told attendees that a sound succession plan must always put maximizing Instead of rambling off $2,000 in wealth creation at the forefront. repairs to a customer that just came There are, he says, four basic ways to transition a business. in for an oil change, Meunier advises • Sell to a family member or members to do the oil change and commu• Sell to a group of employees (a strategic purchaser) nicate with the customer that there • Sell to private equity (financial buyer) are repairs needed to keep the car in • Go public. good running condition.

Most companies will find only the first three are an option, and many will not Tell the customer—like the denhave the first option. tist—what needs to be done. And It is, he says, important to picture what your last day would look like, and to plan say you’re booked today, but let’s for it. Succession planning should start from the earliest possible time and involve book you in for a couple visits. Give critical, realistic thinking and actions to make the end goal happen. them an estimate of what it will cost, “The best time to look at exit planning is right now. A business, in my view, is an to help them budget for the repairs. instrument of wealth creation. It is nothing less and it is nothing more.”

Meunier said that often, when he’s Business owners, he says, would be wise to stop thinking of their businesses taken this approach, the customer as eternal and start thinking about them as being prepared for sale from the day wants to do the repair right away.

“If you say that you’re booked, the they are incorporated. opposite reaction happens and they “Businesses that do that are run very differently than ones ‘built to last.’ If you want you to fit them in.” build a business to be sold, you are building a lean money machine.”

Meunier said, “We don’t have to And yet, he says, the real legacy of a business owner is not the wealth created sell because we don’t make the cars by the business; it is the family. break down or cause the problems.

“No matter how much money is passed along, eventually the family will use it We’re the ones that can fix them.” up. The real legacy is passing on the love of business, the love of entrepreneurship

Profit and Succession Planning Go Hand in Hand

and of risk.”

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MARKET TRACKER

Informed Consumers Build

Oil Sales

By Martha Uniacke Breen

O

ver the last few years, the motor The evolving oil change business has made many new options available oil category has fairly exploded. to the driving public; helping them understand what those options should be part of your customers’ oil change business strategy.

Premium, super-premium, highperformance, synthetics and synthetic blends, oils that clean your engine tions,” observes Pennzoil brand manager, Bree Sandlin. “So better and match or exceed OEM standards, have turned what we’ve responded by creating a range of products that meet used to be a fairly straightforward category into a bewildering those needs. For example, lower-viscosity oils such as 0W20 array of choices. produce better fuel economy, but there’s a caution: they And that’s just for users who even notice that there is a don’t suit every car and every driving situation, so it’s not choice. for everyone.”

If you’re not encouraging your service provider customers At the very least, installing the wrong oil can reduce the to strike up a conversation with consumers who bring their benefits that a more suitable formulation can offer, and at vehicles in for an oil change, to help them understand that worst it can lead to engine trouble. This is another reason it’s there are a range of high-quality new options for different important to spend a few minutes helping the vehicle owner needs and desires, they could be missing out not only on an choose the right product for his circumstances. “I see this opportunity to increase profits, but to build consumer loyalty. growing complexity as an opportunity for us to provide First of all, it’s important to understand that the developbetter service and build loyalty with customers and consumers,” ment of this category came about as a response to changes says Pino Vocatura of the Sudbury, Ont.-based jobber Maslack in the market itself. “Vehicle manufacturers today require Supply. “They need answers, and installers want to be experts oil specifications that go above and beyond the industry for their customers to build trust. It’s up to us, and our vendor standard specifications that have been regulated by the partners, to educate and provide quality products that meet American Petroleum Institute (API),” explains Tony Fallico, the needs of an evolving market.” quality service manager with Wakefield Castrol Canada.

Beyond meeting manufacturer standards such as Dexos, “Some examples are Dexos 1 (General Motors), 500 Series many of the newest oils claim they can provide enhancements, (VW), and Long Life Series (BMW). OEMs today require such as improved fuel economy or a cleaner-operating engine. lubricants that address the unique needs of their engine Pennzoil, for example, recently claimed its Ultra brand kept designs, such as enhanced fuel efficiency, emissions systems pistons 25% cleaner than a leading competitor. It’s not only a protection and durability, increased compression ratios, bold claim, but a perfect example of how product marketing tighter engine clearances, higher operating temperatures, is crucial to raising awareness about the differences between and longer drain intervals.” brands and types. “When we first introduced Ultra, our claims Some of these engine design changes, Fallico continues, were very much about what the product can do, without comare government-driven, such as the Corporate Average Fuel paring ourselves directly to the competition,” recalls Pennzoil’s Economy (CAFE) legislation imposed on American vehicle Bob Sutherland. “But customers kept asking us, well, how much manufacturers, as well as consumer concerns such as improved better are you, really? So we decided to do a piston test, and fuel efficiency, performance, and engine protection. There are were able to show the results graphically: pistons lubricated premium conventional, semi-synthetics, and full synthetics that with Ultra were 25% cleaner than the other guy’s.” The results each meet the needs of a particular set of demographics. have become part of the brand’s promotional literature, and “We have found that today’s consumers are much better provide a user-friendly way to differentiate the brand. at articulating their needs, such as cleaner-burning engines, oil for higher-mileage cars, or to meet new OEM specificaContinued on page 20 18

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Continued from page 18

Many consumers are confused about synthetic oils as well.

To a technician, says Fallico, the answer is that they use a base fluid with superior performance qualities such as cold temperature fluidity, oxidation resistance, low volatility and enhanced lubricity. “This is obviously technical stuff,” he quips, “so what does that mean for the average consumer? It means that the engine oil will remain fluid enough to reach all the vital components and prevent detrimental wear when the consumer tries to start his or her car in minus 20 degree weather (cold temperature fluidity). It means that the oil will continue to protect the engine when it’s 40 degrees and the consumer is stuck in traffic (oxidation resistance). It means that the consumer doesn’t have to worry about the oil level dropping by a quart between oil changes (low volatility). And it means the best protection between the moving parts of the

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engine under all types of operating conditions (enhanced lubricity).” Fallico points out that Castrol’s new Edge with Syntec Power Technology offers superior performance in all these categories, and boasts a 42% better rating in tests of fighting power-robbing deposits over conventional oils.

Several new oil products are designed to offer more than just superior engine protection, to promote enhanced performance, extended engine life, improved fuel economy, or to reduce the environmental footprint of used motor oil.

For example, Valvoline’s NextGen, available in conventional and MaxLife formulations, is made with 50% recycled, or re-refined, oil. Valvoline announced in a recent press release that its new “Close the Loop” program is aimed at encouraging drivers to maximize engine performance while minimizing the environmental costs of sending used oil to landfills by returning their used oil for recycling to participating auto parts stores.

Another interesting option is Castrol Edge with Titanium Fluid Strength Technology (TFST). Marketed as an “ultrapremium synthetic oil for people who want the best for their vehicle,” the product contains a patented titanium additive that provides enhanced wear protection under high engine loads such as when hauling a trailer or climbing hills. It also provides improved soot handling and engine deposit control, for a cleaner running and longerlasting engine under all conditions.

Many consumers who come into the service centre may not have thought very much about “enhanced lubricity” or even what the numbers in 10W40 mean, but they do understand the advantages of protecting their investment in their car.

Therefore, it’s imperative to encourage your service provider customers to start the conversation. To help to promote the advantages of premium oil products, most of the major brands offer POS materials, literature and signage, as well as display materials for retail settings. Many of these materials have a strong consumer focus, like Pennzoil’s newest aurasma codes (the latest version of QR codes) in their advertising that allow the end user to download a complete explanation of the product’s benefits through their smart phones.

“Oil is a funny thing—you get an oil change and you don’t taste it, you don’t smell it, you often don’t see it, and rarely will the car feel any different,” says Vocatura.

“But it’s about maintenance of your vehicle.

To maximize the lifespan and performance of the engine, performing oil changes as recommended by the OEM, and using quality products will keep your vehicle running at peak performance for longer— saving you money in efficiency, potential repairs, and likely in the value of your asset.”

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02/04/12 2:07 PM

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ARE YOU COVERED?

MONEY & MANAGEMENT

Three Insurance Pitfalls

L

Mark Borkowski is president of Mercantile Mergers & Acquisitions Corp. Mercantile is a mid-market mergers and acquisitions brokerage firm.

He can be contacted at www. mercantilemergersacquisitions. com.

Promod Sharma (FCIA, FSA) is an actuary with a passion for insurance. He blogs (500+ posts since 2007) and speaks to a growing number of insurance professionals. He can be contacted at taxevity.com.

ife and health insurance promise peace of mind, but often leave doubts and unanswered questions.

The inner workings of this business are not well understood. Where can you get unbiased advice?

To find out, I asked an actuary.

Promod Sharma knows insurance.

He designed products for a decade and then helped advisors sell them across Canada for five years. He now shares his insider insights by blogging and speaking to accountants, lawyers, and the curious.

Over the years, Sharma has noticed three common problems that still have not been eliminated: • Poor blueprints • Shoddy construction • Lousy after-sales service

Poor Blueprints

The right blueprint is essential at the outset.

The design can easily be suboptimal, because the expertise of advisors varies vastly. With insurance, you might get the wrong product, the wrong amount, or both.

There are many, many choices these days.

For practical purposes, insurance products are often interchangeable when configured precisely. Accountants are in a similar situation.

They work from the same tax rules, but their solutions vary with their skill, knowledge, and courage.

Shoddy Construction

Chefs using the same ingredients create different dishes. Expertise counts.

Even skilled advisors make mistakes. Since there is no mandatory review of their work, errors can sneak through. There are also advisors who look more skilled than they are or who are not up to date with the latest developments. An insurance policy is a complex legal contract.

What is written takes precedence over what was intended or assumed. Where can clients get an independent second opinion?

“You are at a disadvantage unless you know how products are designed and how advisors sell them. Sometimes there’s more veneer than substance. What looks great today might fail to last.”

Lousy After-Sales Service

Since selling life and health insurance is con22

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sidered difficult, insurers pay most of the compensation when the sale is made.

As a result, there’s little money paid in future years. That means there’s little incentive to provide after-sales service. When advisors make future visits, they are more likely to sell something new than service what’s already in place.

That’s unfortunate. Insurance appreciates in value, since the likelihood of payout increases every year.

There’s a practical problem too. Products are complex, and new versions keep getting introduced. Advisors have difficulty remembering how the old products worked.

Selling products from different insurers aggravates the confusion. Advisors who keep good records can re-familiarize themselves with what they sold, but that takes time away from selling more products.

“These days, every field is complex. The solution is specialization to find the ideal strategy and tailor it for the perfect fit. Yet many advisors are generalists who sell insurance, investments, and even employee benefits. That’s like the proverbial jack of all trades.”

Who Loses?

Advisors are not required to put the interests of their clients first. They can start selling with minimal training. That means buyer beware.

Prudent clients consult their trusted advisor—often their accountant—before making important financial decisions. Deciphering insurance strategies is a particular challenge, because they are sales tools designed to show the positives. It’s difficult to figure out what’s left out, ask the right questions, and figure out what the answers mean.

“How do you ask questions about what you do not know is missing? That is a very tough question.”

Accountants face a tough dilemma. Rejecting insurance strategies is easy, but their clients then lose out on valuable protection and tax benefits. Recommending insurance strategies is even more dangerous. If problems arise, will clients blame the well-meaning accountant they trusted, or the salesperson?

The path to peace of mind starts with awareness of the pitfalls. A confidential, independent insurance review lights the safe route.

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COVER STORY

J

By Andrew Ross

ohn P. MacDonald is a man on a mission: to communicate the value of getting involved with the Automotive Industries Association of Canada.

For those who know the incoming chair of the association, it will come as no surprise that he will do so with enthusiasm. He comes by it honestly—enthusiasm runs in the family.

As the third generation of the MacDonald family to own and operate Ideal Supply Co., with 30 branch locations serving the automotive, electrical, and industrial supply sectors, MacDonald really doesn’t remember a time when family and business didn’t go hand in hand.

“Our grandfather bought into the business in the ’40s. Our father took it over in the early ’60s, and my

brother Tim, my sister Joan, and I bought it from our father more than 10 years ago,” says the 50-year-old MacDonald, now in his 29th year of formal employment at Ideal Supply.

“We’ve always had a very family-oriented atmosphere in our company. We are committed and welcome open communication at all levels. We strive to engage everybody within the company on idea implementation, on stretching themselves, on identifying new markets, the most efficient way to serve our customers, and in how we go to market.”

And that’s no small feat for an organization as large and diversified as Ideal Supply, with more than 400 associates, 30 branches, and a diverse set of business units. In addition to its automotive business, which operates as a NAPA Associate, Ideal has industrial and electrical divisions and provides products and services in the safety, data communications, automation, and clean energy sectors too. And it operates eight machine shops out of various branch locations.

Ideal has been recognized as one of Canada’s 50 Best Managed Companies for five years running—“Not bad for a company from rural Ontario,” he says—and has had a litany of honours over the years: his father, John H. MacDonald, was the first Jobber News Jobber of the Year; Ideal Supply was among the first organizations of its kind to become ISO certified some 20 years ago (its machine shop operation was the first of its kind in the world to earn ISO certification); and the company is also home to a committed set of employees who serve in a variety of capacities in the towns where they live—everything from volunteer firemen to serving on town council.

Continued on page 26

COMMUNICATE 24

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John MacDonald, Incoming Chair, Automotive Industries Association of Canada

TE AND CONNECT 25

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COVER STORY

Continued from page 24

As the vice-president of sales and marketing for the organization MacDonald believes it is important to take the opportunity to celebrate these successes with the company’s associates, and is very appreciative of the focus and work that go into achieving such accolades by the associates.

“This is the 86th anniversary of Ideal Supply, but when you think about it, it’s an exciting year. Jobber News’ 80th anniversary just passed, Ideal Supply’s 60th anniversary with AIA, and the AIA’s 70th anniversary.” Each milestone is well deserved, he believes. “And what a wonderful opportunity to celebrate as an association, this coming November at the AIA 70th Anniversary gala in Toronto. It will not only be a time of remembering where AIA has come from, but also an opportunity to celebrate the vibrant future that lies ahead for its members and the automotive aftermarket.”

He views his long association with the AIA—going on 20 years now—with pride. Over the years MacDonald has chaired the wholesalers council, YES committee, chaired the last AIA trade show and convention in Toronto, co-chaired the aftermarket tent with Bill Hay at the CAI Auto Show, and before being asked to join the AIA executive committee, sat on the board of directors.

Not long ago, as word got out about MacDonald’s move to take on the chair’s role at the AIA, he received a visit from a fellow associate at Ideal Supply.

years ago]. We joined NAPA 17 years ago and we were in the process of changing a very large customer over.” But that customer needed 90 days’ notice to change over his filter line, so MacDonald went to Mandel—whom he had met only through the AIA and never done any business with before—and asked him to provide the customer’s filter needs through Ideal Supply for 90 days, and not try to retake the business at the end of that process.

“He said, ‘John, you have my word.’ We never shook hands, we had nothing in writing. We bought the product from him, and at the end of 90 days, we didn’t buy any more, and he did not go to the customer to try to secure the business.

“That’s the power of being able to form that friendship and network within the association. I never would have been able to make that call, because outside of the AIA, Mark didn’t know me and I didn’t know him.”

That’s just one example. And, although he plans on communicating the value of that kind of opportunity to the entire membership, MacDonald is a wholesaler and understands that business best. What he doesn’t understand is how so many wholesalers fail to see the value the AIA provides. After all, it is wholesalers that form the core of the association, which was initially christened as the Canadian Automotive Wholesalers Association back in 1942, and wholesalers are still the largest single category of membership.

“The more you put in, the more you get out. By being an active member, you are truly making a difference. The most unproductive meetings to be in are the ones [in which] you have absolutely no input.

When you provide input or take something away and provide feedback later, that really is the essence of cooperation, and at the end of the day, democracy.”

“An individual came into my office a couple of months ago.

He said, ‘You know, when your grandfather joined the AIA 60 years ago, I wonder if he ever thought that his grandson would become chairman of that association and how proud he would be.’ And that really hit home.”

And those years with the AIA, both the ones before MacDonald formally joined the company and those since, have been good for Ideal Supply.

MacDonald says the value of the association has never been lost on him—from the educational opportunities that have helped him to expand his experience and the many services that have helped steer Ideal Supply, to the connections he has made with other aftermarket professionals who have helped overcome business challenges.

“I have taken away, I believe, far more than I have been able to contribute. The AIA gives its members the opportunity to get to know individuals that they wouldn’t normally get to know. They might be competitors, individuals from the same company but from other parts of Canada. AIA members make up the entire channel of distribution from across Canada, and we as members need to take advantage of the opportunities brought forth to bring us together. These companies and members are the leaders of the industry and the opportunity to have face time outside of the office is valuable for strengthening relationships. At the end of the day, people deal with people and you never know when you may need to call in a favour from someone that you have met at an AIA function.”

And in hard business terms, it has also paid dividends.

“I use the example of Mark Mandel [the former owner of Base Automotive, purchased by Vast Auto Distribution a few 26

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“It is today still the largest single category of membership, but saying that, it has become stagnant, with few new members joining.” Some wholesalers, he says, are leaving the association, and even if total numbers are offset by those joining from other member categories, he believes that this signals a communication gap, a lack of understanding of what the association truly does for them.

“One of my mandates is to communicate the true value proposition of the AIA to the wholesaler community. I am a wholesaler. My life is involved every day in providing products and services as a wholesaler to our customers. I also know what the AIA has been able to bring to a company such as Ideal Supply.

“The board of directors identified through direct feedback from its members what was important to them. This coming June, we will ask members to participate in a two-day strategic planning meeting that will outline what our objectives and plans are for the next three years. We know that government relations, market research, and image are all important issues to our members, but how do we communicate each of those priorities and make sure that the membership at large takes advantage of the size and scope of AIA to create a high ROI for them?

“Standing alone, we would not able to do the government lobbying that the AIA does. We would not have the [same] impact with the government communicating the need for mandatory safety inspections, Be Car Care Aware, and product safety standards, to name a few. It would be very costly for Ideal Supply or any wholesaler alone to invest in the market research that the AIA has.”

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02/04/12 2:14 PM

That resource alone is worthy of note, he says. It can help every member, whether wholesaler, manufacturer, warehouse distributor, etc., to meet the future head-on.

Otherwise, he asks, how do you know where your business is heading?

“We must all embrace and understand the market research and use the resources the AIA has.”

He points out that so many opportunities for benefit are provided to wholesalers and other members by the AIA that it’s hard to single out specific items.

He says, too, that events such as the regional forums provide a unique opportunity in the market to partner with customers in an educational environment.

“The regional forums are a great opportunity for us to go with our ASPs for professional development as well as personal development. We will see these continue to grow over the years as more AIA divisions prepare to host such events. The value of the forums to our customers are seen as a necessity to continue to identify solutions with succession planning, underperformed maintenance, profitability within their business, and the opportunity to network with their peers from other like businesses.

“Their business is changing as much as anybody else’s is. Five years ago, there wasn’t a hint of hybrid vehicles, and how they are evolving in the marketplace.

Now it is electric cars. Are our customers equipped to provide services to those vehicles that the dealerships have in the past? They want to, but are they equipped?

That’s where the AIA can help.

“There are many aspects to the AIA that I believe are still a secret to the members. If you ask members as a whole, very few will understand CASIS and what it really means to the marketplace. The work to sign the deal was only the beginning; now we need to continue to show and deliver the value of CASIS to the ASPs and have them engaged with the agreement, to get the information they need to diagnose and repair today’s vehicles. Do they fully understand mandatory safety inspections, and what the AIA is doing to persuade government at all levels across the country that mandatory safety inspection is a smart idea for safety on the road and the economy? The list goes on and on.

“We need to identify the best and most effective way to communicate to the ASPs. Most of what AIA does with government relations, market research, image building, training, etc., is geared towards the automotive service provider, direct customers of wholesalers. Do they know this, and if not, what can we do to inform them better on the wide array of resources and value we bring to their business?”

But his message isn’t just to tell the Canadian automotive aftermarket at all levels what the AIA has been up to. His message is also a call to action.

“We have too many members across Canada who are members because they have always been members, and feel an obligation to the association. But some of these members are passive. There has been a lot written and discussed about how the Right to Repair issue brought AIA members together. It was a real call for AIA members to stand up, but there are enough initiatives now that we don’t want people standing on the sidelines being passive, feeling their voice is not heard. They don’t deserve that and have so much to contribute to AIA and other members and we need their involvement and input. Whether it is at a divisional level or national level, our strength as an JOBBER NEWS / APRIL 2012

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association comes from individuals who want to be a part of the charge and contribute to the well-being of our industry.”

And this brings it back to home for MacDonald.

“We’re very proud, at Ideal Supply, of who we are and our commitment to our communities. Over the past five years, I have served on six different boards of directors in addition to the AIA: Habitat for Humanity, the Listowel hospital board, the Canadian Automotive Institute advisory board, community boards, etc. Each has been able to bring a sense of involvement, contribution, and a sense of ownership.

“The more you put in, the more you get out. By being an active member, you are truly making a difference. The most unproductive meetings to be in are the ones [in which] you have absolutely no input. When you provide input or take something away and provide feedback later, that really is the essence of cooperation, and at the end of the day, democracy.”

MacDonald emphasizes that the AIA is successful as “the voice and resource” of the automotive aftermarket in Canada.

Ultimately, even though the size and breadth of the AIA’s membership gives it the resources to accomplish much, its power to influence really flows from the participation of the membership, not just their annual dues.

MacDonald knows this and has taken it upon himself to ensure that his year as chair is viewed as more than a membership drive; he intends to encourage members to get directly involved and strengthen both the resources the association can bring to bear on issues and the expertise it can draw on.

“That is what truly makes the power of one voice.”

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MARKET FEATURE

The Facts of Friction Premium products rely on superior materials, tests, and manufacturing techniques.

Can you spot the difference?

By John G. Smith

T

he magazine in your hand is a gripping read, but it would make a terrible brake pad.

Sure, it is an extreme example (and

we know you file each edition for future reference), but the observation emphasizes an important point. In the absence of mandated standards, the difference between entry-level and premium friction material is defined by the way products perform.

Of course, price is still part of the equation. While carbon-based rotors and brakes could deliver unmatched stopping power and product life, it might be tough to find customers willing to pay $1,000 per corner. The secret to creating a premium product is to develop something that meets or betters original equipment (OE) performance at an affordable cost.

It’s reasonable to believe aftermarket products can do better than original components. Some OE brakes have been known to struggle with ongoing recalls, notes Gary Ohanian, vice-president of Agna Brake Products. Automakers might also need to sacrifice performance in favour of lighter weights to meet fuel economy standards.

Continued on page 30

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MARKET FEATURE

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But meeting or exceeding original standards is no small matter. Premium aftermarket products have to prove their worth on vehicles with worn suspensions, shocks, and tires.

“All these variables contribute to whether or not your components work,” says Ed Demirci, vice-president of Durotech, which produces brake rotors. It is one of the reasons why he sees vehicles built in the last decade as a key market. Quite frankly, someone riding in a 1990 Civic is less likely to see a difference in performance than someone driving a late-model Acura TL. “The more severe the application, the more it needs a premium, application-specific solution,” he adds.

Consider the Raybestos brand of friction as just one example. It has products designed for scenarios as specific as severe-duty applications, low-dusting applications, and offroad applications, notes Ted Zahara of Affinia Canada.

But sales can be lost to dealerships because buyers don’t realize that jobbers have access to “first line” solutions of their own, Demirci says. The challenge is to inform customers about premium products, and prove the offerings are superior in more than name.

“Every pad out there is pretty well safe,” Ohanian says. The premium designs, however, can boast added durability, better stopping performance, lighter dust, lower noise, or a combination of these benefits. They also strike a balance between stopping power and the impact on components like rotors.

“Customer satisfaction is what both installers and jobbers should expect from a premium product,” says Ramzi Yako of Promax Auto Parts Depot. “If an installer does not have [to]

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deal with warranty issues in a short period of time, he should be satisfied with the product.”

The preferred category of friction material can usually be traced to options chosen by the automakers. Japanese imports are more likely to come with ceramic brakes, while European designs come with semi-metallic friction.

Spotting the differences between premium and entry-level versions of these brakes involves looking beyond the packages alone.

Entry-level products can still arrive in a colourful and professional container. “It’s not all ‘white box’ out there,” says Rick Jamieson, CEO of ABS Friction and past chairman of the Brake Manufacturers Council, noting that flashy packaging can be produced with a 60-cent investment.

The real differences may be hiding in the details.

The search for a country of origin is a good place to start.

“There’s a lot of good offshore product,” Jamieson stresses.

But unlike the U.S., Canada does not require suppliers to print the information on every box. The missing information may be a sign that the manufacturer is trying to hide something, he suggests.

A missing edge code can be another cause of concern. This provides the information that can be used to track down a producer if a product fails. Sellers may be shouldering more than their fair share of any risks if this information is missing.

“If there’s no manufacturer of record, it comes down to the jobber,” he says, referring to the threat of future lawsuits.

“Myriad entry-level options flooding the market today achieve [an] opening price point by eliminating raw materials and attributes that are essential to produce a product that is designed to be part of the overall braking system, [and] work in harmony and function with other key parts,” Zahara says.

“Premium parts manufacturers research and engineer every part in the brake system to function and fit together, like a jigsaw puzzle.”

Premium producers are usually the first to have new parts numbers, Jamieson adds. “They’re not waiting to see what turns out to be popular.” These producers also offer the testing data to back up different claims.

Testing procedures will vary from one manufacturer to the next. Promax, for example, uses a U.S.-City traffic noise test which measures a combination of noise and product life. An AK-master test offers details during each stage of a pad’s life, showing how products will perform after miles of service.

Jamieson stresses the need to follow voluntary standards established in the Brake Standards Association’s voluntary Brake Effectiveness Evaluation Procedure (BEEP), and looking for a trusted source to review the results. Zahara, meanwhile, refers to dual dynamometer laboratory tests and on-track tests that push the limits of endurance.

Reports from a dynamometer can measure performance in terms of everything from wear to noise. The difference between a coefficient of friction of 0.33 or 0.38 may not seem like much, but it can mean the difference between a ranking of five out of 10 or a perfect score, Demirci says.

Destructive testing, meanwhile, will measure the forces needed to shear the puck from its backing plate, while hardness tests will also help to determine how the friction material will perform. “A cheap pad tends to be softer so it makes no noise,” Jamieson observes.

The results often come down to the materials of choice.

Premium manufacturers carefully guard their raw material supplies for a good reason. “I cringe when I hear people say, ‘We’ve changed from this to this,’” Jamieson says. Agricultural organic material is not as pure as its industrial counterpart, he says as an example. And a premium ceramic pad is defined by more than a semi-metallic formula with a bit of potassium titanate.

Continued on page 32 JOBBER NEWS / APRIL 2012

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MARKET FEATURE

Continued from page 30

The ultimate performance is only one issue to consider. There are environmental demands as well.

The makers of ceramic friction products face a looming challenge in a push to eliminate copper from their products. The soft metal was originally chosen because it reduces brake fade, transfers heat, works well in cold weather, and also prevents squeaks and shudders. But California studies proved that because it is water-soluble, it can pollute waterways. “Both the OE and the aftermarket will replace it with other organic material,” Jamieson predicts, referring to changes to tighter limits that will be imposed by 2021.

This hardly means the shift will be easy. “What they’ve effectively done is created a deadline on an invention,” he says.

Jamieson also expects to see a greater push against asbestos. Canadian manufacturers no longer use the cancer-causing material, but about $2.6 million worth of asbestos-containing brakes were imported last year alone. Guelph, Ontario MPP Liz Sandals has tabled a bill to ban these brakes in her province once and for all. “People find it hard to believe that people still sell asbestos brakes in Canada,” Jamieson says, referring to the bargain-priced offerings.

There will be other formula changes to come. Kevlar could play a larger role in future formulas, says Agna’s Ohanian. This might be particularly important as copper is removed from ceramic friction material.

But the differences in premium materials are not limited to the puck.

The backing plate’s metallurgy, for example, will affect durability.

Mounting hardware can make a difference as well. Ohanian refers to the value of a rubberized shim that can dampen noise-causing vibrations better than a simple bead of silicone.

“Obviously, attributes such as OE-matched chamfers, slots, shims, and hardware also play a role in producing brake friction that results in the best brake replacement option for safe and reliable stops,” Zahara says.

Demirci suggests that jobbers can often tell the difference in entry-level and premium hardware by trying to flex and bend the metal.

A superior abutment kit will not bend like tinfoil, he adds. The mere weight of the final product will offer some proof of its own, since denser pucks and heavy-gauge metals will add to the mass, when compared to the lightweight designs that contain more resin and glue.

As important as the materials may be, the final performance of a premium pad can also be influenced by the manufacturing process itself.

Original equipment manufacturers and premium suppliers use positive mould processes, says Yako. “The benefit with positive mould is being able to use less resin, which causes less noise and less fade. Also, you can use [a] higher volume of friction material, and that provides longer service life.” In contrast, a flash-mould process uses more resin and less friction material. The end result is a product associated with more noise, less stopping power, and a shorter service life.

Ultimately, Jamieson expects to see the industry adopt voluntary standards to tighten the quality of brake material. “Within 10 years, we’ll see the premium product will become the norm,” he predicts. “You just can’t put a big bow on it and call it ‘premium’ anymore.”

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A/C Variable Compressors and Beyond Tech and tricks shared at conference tech session

By Andrew Ross

T

here is, as they say, nothing quite like being there.

When it comes to Mobile Air Conditioning Society Worldwide tech sessions, nothing could be more accurate.

Among the many sessions offered earlier this year at the association’s annual conference, Dave Hobbs’ talk on Variable Displacement Compressors (VDC) is a fine example of why.

While billed as a technical discussion on that component, the actual session was really better described as an open exchange of information.

There were 10,000 years of experience in the room and probably 9,999 opinions, said Dave Hobbs to kick off his interactive session.

Because he was uncertain of the level of technical proficiency that everyone was starting at, he began his discussion with a very brief rundown of the basics of the a/c system, taking less than a minute to outline what the high side and low side are, and things got lively with answers on what kind of throttling device was found on a VDC system.

Hobbs started with the basics of the high and low side and the a/c system, pointing out a component and asking whether it was on the high side of the system or the low side. It would seem basic, but looking around the room one was reminded that some attendees were there to expand their already considerable knowledge, with others there to begin their learning curve.

Responses were called out from the floor on this and other points, and then things got lively.

As Hobbs ran through the basics of VDC designs—piston, scroll, and rotary vane—and which models were found on which applications, the discussion slowly shifted from a tech session to a workshop, with experienced techs bringing up points on troubleshooting and real-world situations.

Rotary vane compressors, for example, have a habit of “sticking” when left stationary for long periods of time, or if there is too much oil, or if there is the wrong oil in the system.

Apparently, VDCs—this is a swash plate/piston design from Delphi—are still giving techs pause for thought.

Continued on page 36

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Continued from page 34

The prescribed fix is to bring the refrigerant charge to 50%, bring the engine rpm up to 2500 or 3000 rpm, and cycle the clutch on and off. Essentially, you’re looking to shake the vanes free.

From the floor the point was made that it is wise to advise the consumer that this may be a short-term fix or a long-term fix. One attendee said he doesn’t do the 50% charge, and uses a full charge, but otherwise adheres to the same strategy to good effect.

True to Hobbs’ opening salvo about the experience in the room, the discussion broadened to many topics including hybrid maintenance practices, tools, and why some systems cool their best just before they die.

Hybrid vehicles: Use a Class 3 meter, proper gloves, and get out of the habit of checking a circuit with two hands. Instead, on a high voltage system, use an alligator clip on one probe and then probe with one hand, the other hanging free.

This prevents a circuit from running through your body and your heart, should there be a short.

Check Your Refrigerant: Check your scale yearly. Ensure that you are putting in the amount of refrigerant you think you are. With smaller-capacity systems, accuracy is even more critical.

Watch Belt Tension: Belt slippage can kill a compressor.

The slippage will create heat. Clutches have a grease seal and when it goes liquid, you can lose the grease from the system and then the bearing will fail not long afterward.

Prelube VDC Piston Compressors: The compressor has a wobble plate that runs on a brass bushing. When you see

evidence of that brass bushing in the orifice, it is evidence that the compressor was not properly prelubed. It is critical to prelubricate the compressor.

There is a tool (Delphi CB10049, Carquest EQP67700) for turning the compressor that is in fact designed to be “Compatible with most industry V5-, H6-, and V7-style compressors.”

Because it allows circulation of the compressor lubricant, the tool helps prevent new compressor damage at start-up.

This discussion on rotating a compressor led to a discussion on how the operation of variable displacement compressors is still misunderstood in the field, causing comebacks and unnecessary rework.

Techs, for example, are used to rotating a compressor by hand before installation, feeling for resistance, to give them confidence that the unit is good. On a standard fixed displacement piston unit, this is an easy, reliable check.

On scroll and vane variable displacement units, this method will yield nothing useful. Unless you can hand-rotate the unit at a few thousand rpm, that is.

Scroll and vane VDCs simply do not build pressure when rotated by hand, and there were many stories around the room of having to deal with technicians who had trouble understanding this.

“I had a technician call to complain that he couldn’t get the clutch to cycle, couldn’t get it to disengage,” offered a supplier in attendance. “Our representative explained to him that there was no clutch on the system. The technician said that clutchless compressors don’t work.”

And, at this, it was almost as if the room let out a collective sigh.

MACS 2013 Annual Training Event and Trade Show takes place February 7-9, 2013 at the Caribe Royal All Suite Hotel and Convention Center in Orlando, Fla. Visit www.macsw.org for more information.

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416 757-0123 1 800 990-9794 Fax: 416 752-4681 1670 O’Connor Drive Toronto, ON M4A 1W4 www.misterstarter.com 36

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Counterfeit Refrigerant Advisory

Explosive mixture caused deaths in commercial market

W

hile there have not, to our knowledge, been any reports of counterfeit refrigerant containing a mixture of R134a and R40 refrigerant in the mobile a/c market in North America, the seriousness of the possible consequences merits its inclusion.

The refrigerant in question was produced in Vietnam and sold as R134a. Reports have emerged of other source countries too.

The product is sold fraudulently under major brand names and in authentic-looking cylinders.

At issue is that the R40 reacts with aluminum in systems, and the byproducts of this reaction are explosive when exposed to air.

It is reported that the compressors on five refrigerated shipping containers filled with counterfeit refrigerant exploded and three service technicians were killed as a result. It is believed that the byproducts reacted with other chemicals in the system to cause the explosions.

Furthermore, this specific mix of refrigerants is particularly hard to detect.

Service technicians are advised to use care when testing for contamination with their identification equipment. Some equipment will not detect the R40 at all, while others will register it as “air” contaminant.

As a result of these facts, all those in the supply chain are advised to source refrigerant only from recognized distributors and resellers.

For more information, contact your refrigerant supplier or visit www.macsw.org.

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SALES TRAINING

Premium Chassis Parts Sales:

Focus on Technical Features and Support A

shiny coat of paint can go a long way to making a dodgy part look pretty good. But your customers expect more from you than a part that looks good. And when it comes to premium parts, they expect a lot more.

And as you review these points, consider the fact that each and every one of them also reflects on you and the business you work in.

Construction The fact is that quality has to be taken, to some degree, on faith. Experience has shown that even the lowest-quality products on the market can have a pretty reasonable-looking fit and finish.

But you’re not selling fit and finish; you’re selling quality, performance, and reliability. These qualities aren’t always readily visible to the naked eye.

Take ball joints, for example.

There are a number of points worthy of highlighting for your customers. Talk about OE construction. Some ball joints have features over and above the original equipment design, but original equipment design should certainly be viewed as a minimum standard for such a critical component.

Metallurgy: an invisible feature and benefit. Loaded ball joints carry the weight of the vehicle, as well as keep steering geometry intact. The right material of the right hardness is critical to proper, safe performance.

Test Results: Ask suppliers about testing programs and results. Give preference to suppliers that are able to support claims with data, and use any confidence-building information you gain here in your customer presentations.

Coverage While this may be mistaken for exclusively a WD and jobber concern, coverage is important to technicians as well.

Enter the Jobber News

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p38,39 APRIL TECH.indd 38

Email

JOBBER NEWS / APRIL 2012

30/03/12 6:59 AM

Every supplier builds parts with certain nuances in the way they are constructed, the way they appear, additional materials they may be shipped with, etc.

Technicians like to have the confidence that the part they are ordering will be the part that gets shipped, which is not always the case with short-line suppliers. (Note: having parts arrive that were from different suppliers than what they thought they ordered was noted as a key complaint in our February issue shop survey.)

In addition, premium chassis parts suppliers are usually the first out of the gate with new applications, which just adds to the comfort level your customers have.

Technicians like the confidence of knowing what to expect, and premium chassis parts deliver this.

®

THE NAME YOU TRUST FOR SHOCKS.

Support While not necessarily tied to the part in the box, premium parts suppliers can be relied on to provide the added services that help make your and your customers’ lives easier.

Technical support and training are two key elements that should be communicated to your customers.

This isn’t necessarily a “buy this tie rod because the people who make it spend money on training”; it is more a case of making sure that customers are aware of technical bulletins and training as they are offered. Over time, this will reinforce the idea that there is more to the brand than just the part.

And, while it may not be readily apparent to the customer when things are going well, having someone whom you know you can call when you have a question or concern is a very important consideration.

Warranty While the fact is that the best mark of quality is a warranty that never gets used, it is a confidence builder. Technicians and service managers learn very quickly which suppliers work with them when there is an issue.

Not all warranties are the same. Premium chassis parts tend to be supported by longer-term, very easy to understand warranties that have a minimum of stipulations. Second-tier parts may also be covered by a warranty, but of shorter duration and often with more conditions.

Third-tier products may have little or no warranty.

And at any level of warranty, there is a difference between standing behind your product and hiding behind your warranty. Ensure that you understand which warranties really work for your customers, and promote that fact with other customers as you seek to grow your business.

QUALITY YOU CAN TRUST IN BRAKES. The leader in ride control technology is proud to introduce two new lines of brake pads with vehicle-specific formulations that meet or exceed O.E. specifications.

Monroe Ceramics ® and Monroe Dynamics ® come complete with pads, noise elimination clips, rubberized shims, wire wear sensors and moly-base lubricant for faster, easier installation*.

You How are you part of the Premium Parts Equation? Simple: Your brand is an important part of the confidence that your customers have in the parts you supply.

Yes, there is may be a price-value equation to consider, but if you can’t stand behind the parts you sell, you should really consider why you are selling them.

This 2011 Chevy Cruze suspension design features some sophisticated bits and pieces, especially for a relatively low-cost vehicle: hydraulic ride control bushings, decoupled MacPherson strut spring on damper ride design, rack-mounted electric power steering, and aluminum lower control arms and front knuckles. Premium parts suppliers will almost surely be first to the aftermarket with service parts when they are required.

®

www.monroebrakes.com * as required by application © 2012 Tenneco

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3/22/12 2:25 PM

30/03/12 7:01 AM

NEW PRODUCTS Expanded Sensor Offering

Delphi has added five O2 sensors, six MAF sensors, and 12 ABS sensors to its engine management portfolio. Delphi’s new O2 sensors for Chevrolet, Hyundai, and Saturn applications cover 1.7 million vehicles on the road today.

Delphi includes an anti-seize compound and protective coating on the sensor element that eliminates contaminants, such as oil or antifreeze, which can trigger the “malfunction indicator light.” Delphi MAF sensors represent an expansion of Delphi’s mass air flow program and cover more than 19 million vehicles on the road in North America, including GM, Mazda, Subaru, and Toyota applications. The ABS sensors cover more than 1.5 million BMW, Audi, and Mazda vehicles on the road today. Using its OE technology, Delphi has improved the OE design by plating the connectors to help prevent corrosion and failure commonly caused by internal and cable short circuits.

Delphi Product and Service Solutions www.delphi.com/am

fluid for Honda/Acura applications, and antifreeze/coolant.

Beck/Arnley www.beckarnley.com Rebranded Synthetic Motor Oil Castrol, distributed in Canada by Wakefield Canada, has rebranded its Syntec synthetic motor oil as Edge with Syntec Power Technology (SPT).

The product retains the same synthetic formulation and the black bottle that has become so familiar to automotive professionals and consumers.

The Edge family offers two formulations in its range: Edge with Syntec Power Technology (SPT) in the black bottle, and Edge with Titanium Fluid Strength Technology in the gold bottle. Both formulations are completely compatible with all conventional and synthetic oils. Both are Dexos 1-approved and licensed.

Wakefield Canada www.wakefieldcanada.ca Extended Range of Tool Kits

Genuine OE Fluids for Asian Imports Beck/Arnley’s new line of OE fluids is specifically designed for Asian vehicles such as Acura, Honda, Hyundai, Infiniti, Kia, Lexus, Mazda, Nissan, Scion, Subaru, and Toyota. Sourced directly from OEM suppliers, the comprehensive offerings include automatic transmission fluid, fully synthetic motor oil, power steering

ContiTech’s Power Transmission Group has added three sets of tool kits to its service program for repair shops. The kits include Tool Box V01, designed specifically for changing timing belts in VW engines; ContiTech Laser Kit, to check alignment in pulley component packages; and the Tool Box OAP, for installation of overrunning alternator pulleys. The Tool Box V01 is for Volkswagen engines. The ContiTech Laser Kit is a high-precision tool for checking pulley alignment to detect errors quickly and reliably. The Tool Box OAP contains a wide range of generator cap wrench sets and is suitable for most common vehicle types.

ContiTech www.contitech-usa.com Continued on page 44

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NSL p42,43.indd 43

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NEW PRODUCTS

Continued from page 40

Beam Wiper Line Targets Entry Level Bosch has introduced a new product, Clear Advantage, to its line-up of beam wiper blades that currently includes the ultra premium Bosch Icon as well as Bosch Evolution. Clear Advantage is positioned as an entry-level beam blade.

The wiper blades feature a precision-tensioned mono-steel spring that distributes uniform pressure along the entire length of the blade to ensure a consistent, smooth, and clean wipe.

The 15 SKUs include blades between 13 and 28 inches in length for popular domestic, Asian, and European vehicles.

Robert Bosch www.bosch.ca A/C Refrigerant Product Lineup Empack Spraytech Inc. has announced the release of its complete line of Emzone Automotive A/C Refrigerant products and accessories. The Emzone A/C 12a Cool Refrigerant is a replacement alternative for ozone-depleting R-12 and global warming R134a refrigerants.

The comprehensive lineup includes A/C Stop Leak, A/C Oil Charge, OdorStop and an innovative system tune-up product, “A/C All-inOne.” The Emzone A/C Refrigerant products are available in individual cans, cylinders, and as complete kits for servicing air conditioning systems. Emzone solutions are ideal for older cars with R12 systems as well as being compatible with current 134a systems.

Empack Spraytech www.emzone.ca Point-Of-Sale Kit Educates Customers The most indispensable tool in a shop is the one

44

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that helps technicians make their customers’ vehicles safer. With that in mind, Honeywell Friction Materials, the maker of Bendix brake products, is launching a completely revised point-of-sale kit that provides repair shops with the tools to both show and tell the tangible benefits of receiving the best brake job possible for their vehicle. The all-new Bendix Sales Kit includes a window cling, educational counter mat and counter cards, and a premium friction sample. Clear messaging both educates and empowers consumers to make the best choice in brake pads for their vehicle, while also enabling technicians to maximize the profit potential of their business.

Honeywell Friction Materials www.bendixbrakes.com Valvetrain Options for LS1

Elgin Industries is introducing three new product offerings to its Elgin Pro-Stock line: performance valve springs; valve spring and retainer kits; and Black Ice valve spring retainers for GM LS1 engines. Elgin’s GM LS1 beehivestyle performance valve springs have outer and inner diameters of 1.29-in. and .660-in., respectively, with 105# at 1.800 installed height and 265# at 1.200 open. Maximum lift is 0.600-in. and coil bind 1.130. Elgin Pro-Stock Black Ice valve spring retainers undergo highly advanced super-cryogenic and tempering treatments to increase component stability and wear resistance.

These computer-controlled processes enable the components to attain maximum hardness, geometric stability and uniformity, and wear resistance by eliminating material stress and mass changes.

Elgin Industries www.elginind.com

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For the Counterperson

April 2012

Knowledge Building:

AVOIDING CATALYTIC CONVERTER COMEBACKS

13 Key Steps to Help Diagnose the Cause of Emissions Problems

P

arts professionals know it’s no fun to get a call from a shop owner complaining about a catalytic converter comeback. How do you explain that repeat converter issues are usually the result of some other vehicle maintenance issue that hasn’t been diagnosed and corrected?

You can help the shop owner and technician properly diagnose the root of the problem.

We covered some basics in the February 2012 CounterTalk (“Basics of Catalytic Converter Failure and Diagnostics”), but wanted to provide more detail and a strategy to help counterpeople and their customers reduce catalytic converter comebacks.

Consequently the experts at Tenneco’s Walker Emissions Control team provided us with 13 steps that you should encourage your shop customers to follow to protect against catalytic converter comebacks.

Step 1: Vehicle History Report

Before beginning the diagnostic process, the Expert advice says that technicians should make checking for PCM reflash technician should obtain an accurate vehicle updates should be a regular part of catalytic converter replacement. history report. You can learn a great deal about the root of an emissions problem simply by asking the customer a few quick questions. a significant amount of oxygen into the exhaust stream.

For example, is this the vehicle’s first emission issue? How Because the converter can only store a finite amount of long has the MIL light been on? Has the converter been oxygen within its catalyst substrate, the rear O2 sensor will replaced in the past? If so, when? Asking simple questions detect this excessive oxygen and generate a converter effiabout the history of the vehicle could help lead the technician ciency code. to the problem.

Step 4: Check Converter Temperature

In many respects, a catalytic converter is like an engine—it needs the right balance of air and other elements to do its job. If the emissions mix is out of balance, it might not operate at all or could overcompensate and overheat. For step 4, verify that the catalytic converter is “lighting off” and operating at the right temperature.

“Lighting off” refers to the temperature at which the converter begins to operate, and it varies with the size and location of the converter. Check the temperature at two points on the converter—at the front and rear weld rings.

The rear weld ring temperature should be about 65 degrees C (150 degrees F) warmer than at the front.

Step 2: Fix Other Codes First

Technicians often assume that a converter efficiency code means the converter has failed, but this code simply means the converter isn’t able to handle all of the emissions being produced by the engine. So the real problem might be in the engine, fuel or ignition system, or other area.

Step 2 in the diagnostic process is to always correct all other OBD-II codes before addressing a converter efficiency code. You’ve got to resolve all other problems that could otherwise make you think the converter has failed.

Step 3: Check for Exhaust Leaks

Step 3 is to conduct a thorough leak inspection of the exhaust system. Having a leak-free system is absolutely vital, because the engine management system relies on accurate data about the composition of the exhaust gases to help optimize fuel trim and other variables.

Even a small leak anywhere in the system can draw

Step 5: Check for System Restrictions

Excessive system backpressure can generate a converter efficiency code and turn on the vehicle’s MIL light.

Continued on page 50

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Unlike their predecessors, like this 1974 catalytic converter, modern units are robust and don’t often fall victim to physical damage. However, when other systems fail, they can become severely damaged in short order. Failing to repair the root cause of failure will only produce comebacks and unhappy customers.

Continued from page 48

Here is a quick test to help determine if there is a system restriction and then pinpoint its location: Start by measuring engine vacuum. Once the gauge is installed, the reading should be about 58 kPa to 68 kPa (17 to 20 inHg) of vacuum at idle. Now accelerate to between 2,000 and 3,000 rpm and watch what happens to the reading. If it drops by more than 7 to 10 kPa (2 or 3 inHg), there is probably blockage in the exhaust system. The most common areas for blockage are in the exhaust pipes, the muffler, and the converter. Once a restriction is identified using this method, the O2 sensor behind the converter can be removed to help determine if the restriction is in the muffler. If backpressure drops after removing the rear O2 sensor, the restriction is not in the converter.

determine what’s coming out of the tailpipe.

Unlike some other test equipment, a five-gas analyzer will tell you exactly what’s coming out of the tailpipe. And from there you have a logical path for identifying the root cause of the problem. The most important result of a five-gas analysis is the balance between carbon monoxide and oxygen. They should both be balanced and very low under most driving conditions.

Typically, the exhaust stream will contain less than 0.5% of these gases on an engine that is running efficiently.

Step 6: Check the O2 Sensors

Step 11: Cylinder Balance Test

The O2 sensors provide continuous monitoring of the vehicle’s exhaust gases, both in front of and behind the catalytic converter. A sensor that’s sluggish or giving false readings might cause the engine controls to overcompensate through changes to the fuel trim and other variables. This can affect drivability characteristics, performance, and fuel economy. It can also lead to conditions that can damage the catalytic converter.

Most late-model vehicles have sophisticated onboard diagnostics to detect a failed O2 sensor. You can also test sensors with equipment ranging from a voltmeter to complex scan tools.

Step 7: Check Cooling System

Pressure-test the cooling system to check for internal leaks.

The engine must operate within a fairly narrow temperature range in order to control its production of harmful emissions.

If it runs either too hot or too cold, chances are there will be excessive emissions. Excessive temperatures also can damage the converter substrate.

Step 8: Check Fuel System

Many technicians begin their diagnosis with the fuel system and then run through the rest of the steps covered in this series because a leak or contamination in the fuel system can wreak havoc on engine operation, affecting everything from drivability characteristics to emissions.

Modern engine management systems precisely control the air/fuel mixture that’s introduced into the combustion chamber, based in part on the emissions being produced by the engine. But reduced fuel pressure can alter the volume of that fuel charge, which under certain conditions could cause the vehicle to run artificially lean. A lean condition can prevent the converter from operating efficiently. It might also prevent the converter from “lighting off,” which means it might not function at all under this condition.

Step 9: Check Fuel Control/Air Fuel Ratio

Fuel control is a complicated and often misunderstood topic.

Some technicians believe that a vehicle can run correctly with fuel trims off by as much as 10 or 15% in either direction. This might be okay for drivability, but what they might not realize is that they’re affecting vehicle emissions, fuel economy, and could be introducing raw fuel into the catalytic converter.

If fuel trims are off plus or minus 8, 10, or 15% to get decent drivability, there’s another problem in the engine that needs to be resolved. And running excessively high or low fuel trim could cause the engine to fail an emissions test.

Step 10: Use a Gas Analyzer

Using a gas analyzer is the only totally accurate way to

A cylinder balance test is also known as a cylinder contribution test. Use this test to check if each of the engine’s cylinders is contributing equally to the power being generated. If we can identify a cylinder that’s not doing its job—perhaps due to low compression or weak spark—we might have found the reason for high emissions.

Particularly in the case of weak spark or low compression, the air and fuel that’s not being burned in the cylinder is passing into the exhaust stream and causing high emissions.

If this is allowed to continue, chances are the converter will fail due to an overheated substrate.

Step 12: Check the Engine’s Mechanical Condition

The easiest way to determine an engine’s overall state of wear is to think of it in its simplest terms—as a complex air pump. The air that enters along with fuel during the induction process is compressed and ignited, and then expelled during the exhaust cycle.

We can tell a great deal about the condition of the engine’s key mechanical components by measuring its efficiency, or how much air is passing through it. If volumetric efficiency is low, chances are there will have to be some engine work performed before the emissions problem can be corrected. (Keep in mind that volumetric efficiency will be lower at higher altitudes.)

Step 13: Reflash the PCM

The last step is to check for reflash updates for the powertrain control module.

In a relatively small number of cases, vehicle manufacturers become aware of potential issues related to the software controlling a variety of engine-related characteristics, including the production of emissions and the sensitivity of the vehicle’s onboard diagnostics. In some of these cases, they will revise or update the software to eliminate known issues.

To correct these issues, they will reflash, or reprogram, the engine’s powertrain control module. Shops can save a lot of time and effort by first checking with the vehicle manufacturer or dealer to see if a reflash is available for the vehicle.

Remember, catalytic converters have no internal moving parts and simply do not fail on their own.

They can be damaged by physical impact (a curb or large rock, for example), but they usually fail as a result of other issues present in the vehicle. These issues must be corrected before installing a replacement converter. Ignoring these repair steps is simply a recipe for a repeat failure and an unpleasant call from the shop owner.

Special thanks to the Tenneco’s Walker Emissions Control team for providing this exclusive feature for Jobber News CounterTalk.

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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

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.

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BUSINESS MANAGEMENT SERVICES The Automotive Aftermarket E-Learning Centre Ltd www.aaec.ca AAEC - BEST Business Evaluation Support & Training - Instructing and Coaching with the Proven Business Management Tools that drives a shop’s Bottom Line, Team Culture and Marketplace Credibility.

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.

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Page #

Company Page #9 Advics North America (AMSales@advics-na.com)..............................................................................................................

Affinia Group (www.raybestosbrakes.com, www.raybestoschassis.com).

Advics North America (AMSales@advics-na.com). . . . . . . . . . . . . . . . ....................................................................29, . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .953 Agna Brakes (www.agnabrakes.com)...............................................................................................................................

IFC Affinia Group (www.raybestosbrakes.com, www.raybestoschassis.com). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .19 AIA Canada (www.aiacanada.com).................................................................................................................................... 13 Agna Brakes (www.agnabrakes.com) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .IFC Airtex Fuel Delivery Systems (www.airtexproducts.com)................................................................................................... 49 Airtex Fuel Delivery Systems (www.airtexproducts.com) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27 Aisin Industries (www.aisinusa.com).................................................................................................................................

IBC Canada-Wide Parts Distributors Ltd. (www.canadawideparts.com) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2034 Arkema Industries (www.arkema-inc.com).........................................................................................................................

Beck/Arnley (www.beckarnley.com)....................................................................................................................................

CARS OnDemand (www.cars-council.ca) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3420 Chevron Global Lubricants (www.chevronlubricants.com).

CRC Canada (www.crc-canada.ca) . . . . . . . . . . . . . . . ................................................................................................. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3121 Continental Corporation (www.conti-online.com)................................................................................................................ 32 Denso Sales (www.densoaftermarket.com/jn). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . OBC CRC Canada (www.crc-canada.ca) ................................................. ................................................................................. 51 FBS Distribution Co. Inc. (www.fbs-online.com). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . OBC .10 Denso Sales (www.densoaftermarket.com/jn)................................................................................................................

Fram Group (www.framgrp.com) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2935 Exide Battery Corporation (www.exide.com)......................................................................................................................

Jobber News Jobber of the Year Nomination Form (www.autoserviceworld.com/awards/jobber) . . . . . . . . . . . . . . 3512 Equus Products Inc. (www.equus.com)...............................................................................................................................

Fram Group (www.framgrp.com).........................................................................................................................................

KYB Americas Corporation (www.kyb.com) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2523 Mevotech Inc.(www.mevotech.com)....................................................................................................................................

Mevotech Inc.(www.mevotech.com). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . IBC37 Mister Starter (www.misterstarter.com)............................................................................................................................... 36 OE Quality Friction (www.oeqf.com). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32 NorthLand Sales (www.norhtlandsales.ca)................................................................................................. 42, 43, 45, 46,47 Proforce Automotive (www.proforceautomotive.com) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2130 OE Quality Friction (www.oeqf.com)...................................................................................................................................

Promax Auto Parts Depot (www.autopartsdepot.ca) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5 8 Philips Automotive Lighting (www.philipsautolighting.com)..................................................................................................

Proforce Automotive (www.proforceautomotive.com).........................................................................................................

RAD Limited (www.radlimited.com) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2033 Promax Auto Parts Depot (www.autopartsdepot.ca)............................................................................................................

Schaeffler Group USA Inc. (www.Schaeffler-Aftermarket.us) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7 5 Schaeffler Group USA Inc. (www.Schaeffler-Aftermarket.us).

Tenneco, Monroe Brakes (www.monroebrakes.com) . . . . ............................................................................................... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13, 23 7 Tenneco, Monroe Brakes (www.monroebrakes.com)......................................................................................................... 39 Transbec Inc. (www.transbec.ca) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33 Transbec Inc. (www.transbec.ca)......................................................................................................................................... 31 Valvoline Canada Limited (www.valvoline.com). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1515 Valvoline Canada Limited (www.valvoline.com)..................................................................................................................

Valvoline Motor Oil Mythbusters Quiz. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3638 Valvoline Motor Oil Mythbusters Quiz..................................................................................................................................

Veyance Technologies (Goodyear Engineered Products, www.goodyearep.com)...........................................................

Veyance Technologies (Goodyear Engineered Products, www.goodyearep.com) . . . . . . . . . . . . . . . . . . . . . . . . . . .1117 Wakefield Canada (www.wakefieldcanada.ca).

XRF Chassis (www.xrfchassis.com) . . . . . . ..............................................................................................................11, . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1719 XRF Chassis (www.xrfchassis.com)................................................................................................................................... 41 JOBBER NEWS 52

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

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Editorial Comment

COMMUNITY CONNECTIONS

W

NEXT MONTH

In May, Selling Preventative Maintenance will provide tools and updates on activities to build support in industry and government.

Plus Jobber Technology Systems, Ride Control, Performance Parts, and Heavy Duty Opportunities, and more..

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hile the temptation is great to use this space to muse about the short-term impact of the mild winter that many parts of the country have experienced and the potential long-term impact of climate change, I am, for the moment, going to offer the view that the weather is something people talk about, but nobody ever does anything about it.

So, instead, I’m going to talk about something that everyone can do something about: community.

There is the community that each of us lives in. We call it home, our neighbourhood. There is the community that we work in, and there is the community that we call the automotive aftermarket.

Each of us participates to varying degrees in all these collectives of human interaction.

Even those who view themselves as homebodies, and not particularly interested in being active in their community organizations, do help to shape their communities.

I, for one, am continually amazed at the level of participation within all communities by the people who I interact with in this industry.

In my interview with John MacDonald, incoming chair of the Automotive Industries Association of Canada, we spoke at length about community, and business, and the fact that those who are active and successful in business tend to also be very active in their local community and very active in the larger industry too.

It would seem that a great many people in this industry see things the same way I do, even if they don’t use the same words: when you put energy into something, you will get payback. But it’s not usually financial payback that motivates the involvement, at least not directly. It’s much more personal than that.

Let me explain how it has worked for me. I have been in this industry for a while, so my first exposure to associations is really through this industry. I learned about how boards work and what an association can do for the industry.

Has being involved helped this magazine? I’m sure it has, though not necessarily in a direct financial way. I always felt that it helped keep the magazine content relevant and real by providing a good sounding board on issues and ideas. Have I had the occasional business proposition come my way at a networking event? You bet, but the opportunity to learn continually has, I believe, paid far more dividends.

And it goes further too. Not long ago, when I moved into a new neighbourhood and found myself involved with the local community association I was called on to help formalize what was an active but loose collection of community members.

They recognized the benefits of a formal structure, bylaws, etc. and for whatever reason, the task of captaining this process fell to me. And who did I call on for assistance? Brad Morris—yes, the Detail Guy, former chair of the AIA—who has made governance almost a hobby. His input was invaluable and today our community association is stronger than ever in many ways.

Many such examples exist. When you participate in community, you participate in your industry and vice versa. There aren’t really any barriers once you get to know the individuals well enough.

So my advice to anyone on the sidelines today is to get involved today. You can’t know how it will help you, your business, your community, your life, but you should take it on faith that it will help somewhere. Get involved and it will, most likely, help everywhere.

And for those who are involved, pick someone and recruit them in your business, your community, your industry.

You won’t be sorry.

—Andrew Ross, Publisher and Editor aross@jobbernews.com JOBBER NEWS / APRIL 2012

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