Service Station & Garage Management December 2010 by Annex Business Media

Service Station & Garage Management .COM

SSGM READ BY AUTOMOTIVE REPAIR SHOP OWNERS AND TECHNICIANS SINCE 1955

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The Garage Takes Garage of the Year Ignoring Ride Control Is Not An Option Taking Responsibility

DECEMBER 2010

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WESTERN CANADA (800) 644-9129 EASTERN CANADA (800) 463-8749 USA (800) 888-9982 ext.5470

December 2010

Vol. 40 No. 11

what’s inside

EDITOR Tom Venetis (416) 510-6790 tom@ssgm.com TECHNICAL EDITOR Jim Anderton jim@ssgm.com PUBLISHER Marc Gadbois (416) 510-6776 marc@ssgm.com SALES MANAGER Jay Armstrong (416) 510-6745 ACCOUNT MANAGER Jim Petsis (416) 510-6842 CIRCULATION MANAGER Selina Rahaman (416) 442-5600 ext 3528 srahaman@bizinfogroup.ca SUBSCRIPTION ENQUIRIES Roshni Thava (416) 442-5600 ext 3555 ART DIRECTOR Ron Taylor PRODUCTION MANAGER Steve Hofmann (416) 510-6757

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AWARD-WINNING MAGAZINE

Garage of the Year Vancouver’s The Garage has a four-generation history of service, quality. . . . . . . . . . . . . . . 12

Ride Control Hear that noise? Catching ride control problems early means happier drivers, more shop profits. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

TACT Team Management The lesson to take into next year is not to be afraid to take responsibility. . . . . . . . . . . . . . . 20

CAT Finding and fixing those invisible front-end components. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

Departments Editorial. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6 News. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 Jim’s Rant. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18 Baywatch . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22 Internet Directory. . . . . . . . . . . . . . . . . . . . . . . . . . 30 Advertiser Directory. . . . . . . . . . . . . . . . . . . . . . . . 30

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Service Station and Garage Management 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. Subscription rates: Canada $51.95 + GST + applicable taxes per year; $82.95 + GST + applicable taxes for 2 years; single copy price $7.00 + $0.42 GST + applicable taxes. USA $91.95US per year; single copy price $10.00US. All other foreign in US $93.95 per year. All rights reserved. Printed in Canada. US office of publication: 2424 Niagara Falls Blvd, Niagara Falls, NY 14304-5709. Periodicals Postage Paid at Niagara Falls, NY. USPS #009-192. US postmaster: Send address changes to Service Station and Garage Management, PO Box 1118, Niagara Falls, NY 14304. Return undeliverable Canadian addresses to: Circulation Dept., Service Station and Garage Management, 12 Concorde Place, Suite 800, Toronto, ON Canada M3C 4J2. Postmaster: please forward forms 29B and 67B to 12 Concorde Place, Suite 800, Toronto, ON Canada M3C 4J2. Printed in Canada. All rights reserved. The contents of this publication may not be reproduced either in part or in full without the consent of the copyright owner. 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. Member of the Audit Bureau of Circulations Publications Mail Agreement #40069240 Print edition ISSN 0381-548X On-line edition ISSN 1923-3396

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|| Tom’s Editorial

Customer Service S

By Tom Venetis, Editor

On a personal level, I dislike being put on hold by customer service people or having to wait to even ask a simple question. Do that enough times and my person and dollars go elsewhere. Do that to your customers and don’t

ome time back, I wrote about how Jim Anderton and I spent a good deal of time running about looking for some small exhaust parts for a video shoot that were not readily at hand. We managed to find the parts after some about and completed the shoot without too much fuss afterwards. Well, Jim and I recently ran into a similar problem with a critical suspension part breaking during a video shoot on ride control work. We knew we would need to replace the part and a little time would be required to get that part. What happened next is a textbook example of how poor customer service and inventory control can make a simple job needlessly complicated. What we needed was simple, a Monroe Sensa-Trac shock for a Ford F-150. This should be an easy part to find. You are dealing with one of the most common vehicles out on North American roads – any parking lot today likely has a halfdozen about at a quick glance – and one of the most popular of replacement parts. Needing the part quickly we went to a local parts store. They did not have the part in stock, which surprised us; but even grocery stores run out of milk sometimes. The fellow in the parts department was apologetic, checked his inventory system and said the part was in-stock in another location a few kilometers away. When we arrived, things began to go terribly wrong. First, we were left waiting for 20 minutes with nary a counterperson in sight. When we managed to get someone to look for the part, they returned with an empty box! Someone had taken the shock out, for whatever reason, and returned the empty box to the shelves. No one had bothered to update the inventory lists to note the missing product and order replacement stock. We were forced to go another location. We managed to get the shock but noticed that while the shock we needed was in stock, the location did not have other lower-priced but similar replacements for that model of Ford F-150 in case someone needed alternatives in terms of price-point. So why am I writing about this? Two things are critical to a successful business, customer service and inventory control. No matter what the business happens to be, a local ice cream stand or an independent service shop, it cannot afford to leave a customer standing about waiting for someone to appear so they can receive some help. On a personal level, I dislike being put on hold by customer service people or having to wait to ask a simple question. Do that enough times and my person and dollars go elsewhere. Do that to your customers and don’t be surprise if they go somewhere else. As I’ve argued before, customer loyalty is fickle: it is easily given and just-as-quickly taken away. This is why it is also critical to have proper inventory control and knowledge of your customer base. If you know many of your customers drive a particular make and model of vehicle, you will want to make sure to have plenty of parts at-hand so as to quickly fix any problems that vehicle may have. I would understand that if Jim and I drove a Bentley Mulsanne or a Pagani Zonda Roadster there might not be parts available; but for a vehicle as common and popular as a Ford F-150, if a shop – let alone a national retailer – did not have some parts on the premise or could not source them quickly, I would have reservations about doing business with there.

be surprised if they go somewhere else.

6 SSGM December 2010

What do you think? Have your say and speak your mind! letterstotheeditor@ssgm.com www.ssgm.com

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|| News Briefs Kia Canada Inc. Appoints Senior Director of Parts and Aftersales

Kia Canada Inc. announced the appointment of John Junker-Andersen to senior director of Parts and Aftersales. Mr. Junker-Andersen brings to Kia Canada over twenty-nine years of experience in the automotive industry holding a variety of positions at the Director level, including Director Quality, Technical and Government Affairs, Director of Aftersales and Director of Customer Service for Nissan / Infiniti Canada Inc. In addition, Mr. Junker-Andersen also worked extensively with the Ford Motor Company and Volvo Heavy Trucks Canada holding various roles of progressive responsibility within. More recently, Mr. Junker-Andersen held the position of President and Senior Partner of Resource Management Group (RMG) which is a provider of executive level consulting and support services. “John’s wealth of experience has contributed to a diverse skill set and exceptional leadership which support Kia’s philosophy that processes and people are one of the most essential elements for success in business” said Maria Soklis vice-president and Chief Operating Officer (COO) Kia Canada Inc. “John’s appointment further strengthens our management team as Kia continues to be a top growing automotive company in Canada.” Mr. Junker-Andersen provides a unique blend of international and domestic corporate and field experience including operations, sales, marketing, finance, customer satisfaction, engineering, manufacturing and training. In his new role, Junker-Andersen will be responsible for all Parts, Aftersales, Corporate Training, CRM and Customer Service & Retention functions for Kia Canada Inc.

Auto-Camping Celebrates 50 Years

One of the oldest import parts distributor is celebrating 50 years in the Canadian automotive aftermarket. Auto-Camping Ltd. was founded in 1960, first selling camping equipment 8 SSGM December 2010

and accessories for VWs. A few years later, the company moved into replacement parts for Volkswagen. From their original location on Gerrard Street in Toronto Auto-Camping has since moved to a 25,000 sq.ft. distribution center in Scarborough. In order to serve their import clientele better, Auto-Camping branched out to 14 locations across Canada. They now cover all German and Swedish automobiles, and are known for their OE-quality parts at aftermarket prices.

Federal-Mogul Expands Wagner ThermoQuiet Product Line

Federal-Mogul Corporation has added coverage for several late-model foreign-nameplate and domestic passenger vehicles to the industry-leading line of Wagner ThermoQuiet brakes. Among the new products are the aftermarket’s first replacement front brake pads for 2011 Hyundai Sonata models. Wagner ThermoQuiet brake pads combine the exclusive benefits of two proprietary technologies for most applications: Federal-Mogul’s Integrally Molded Insulator (IMI) one-piece brake pad and Wagner EDGE LaserShaped Friction designs. Combined with the company’s extensive portfolio of proprietary, application-specific formulations, these technologies deliver quieter performance, superior stopping power and longer pad life. Many ThermoQuiet brake pad sets now also include complete installation hardware kits for fast, complete repairs. “We continue to build on our foreign-nameplate and domestic coverage leadership to help service providers bring the benefits of Wagner ThermoQuiet technologies to all vehicle owners,” said Ken Selinger, director of friction products, North America, Federal-Mogul. “One of the benefits of relying on the Wagner brand is having access to the first aftermarket brake pads for many of the most recent passenger applications.”

Sandy Kligman Joins Delphi Canadian Aftermarket Division

Delphi announced Sandy Kligman has

been appointed regional sales manager, Ontario and Atlantic Canada, Canadian aftermarket, Delphi Product & Service Solutions (DPSS). Kligman will support Delphi’s Canadian expansion initiative to enhance its current market position and penetration. In this role, Kligman will be specifically responsible for the growth in the Ontario and Atlantic Canada markets, and will report to Keith Gordon, managing director, Canadian aftermarket, DPSS. Delphi will continue its focus on fuel management, engine management, Diesel, heating and cooling systems, training and diagnostic services in the Canadian aftermarket. “We are proud to have Sandy as part of our Delphi Canadian team,” said Gordon. “Sandy’s rich experience and aftermarket background will be beneficial in developing new customer relationships and in supporting our current customers.” Kligman comes to Delphi with 13 years of experience in the aftermarket. He most recently worked for Tenneco, where he served as area sales manager for the Toronto, Ontario market. Kligman also worked at Dynaline Industries as district manager in Ontario. He started his career with Mevotech Inc. as a district manager for eastern and northern Ontario.

Tenneco Bringing OE electronic Suspension Technology To Aftermarket

Tenneco Inc.’s advanced Continuously Controlled Electronic Suspension (CES) technology will be introduced to the North American aftermarket in January through the company’s new Monroe OESpectrum line of replacement shock absorbers and struts. Tenneco will offer six OESpectrum replacement electronic dampers for a variety of Volvo models equipped with the sophisticated original equipment system. Now featured on several Volvo applications as well as the MercedesBenz C-Class sedan, the CES system continuously adjusts damping levels according to road conditions and vehicle dynamics. At the heart of the system is an electronic control unit (ECU) www.ssgm.com

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|| News Briefs

Congratulations, THE GARAGE Vancouver, British Columbia

SSGM’s 2010 Garage of the Year! To Ronald and Graeme Tremblay and the entire staff at The Garage -a big tip of the NAPA Cap to the entire team!

10 SSGM December 2010

that processes driver inputs and data from sensors placed at key locations on the vehicle. The ECU utilizes control software which processes this information in real time and sends signals to instantaneously adjust the damping level of each shock absorber valve to help ensure superior ride comfort and firm vehicle control. The replacement electronic dampers will be available for Volvo V60, V70, V80 and XC70 applications equipped with the electronic adjustable suspension feature. “We are aggressively leveraging our global OE leadership to bring innovative new replacement ride control products to the North American market,” said Bill Dennie, director, channel management, North American Aftermarket, Tenneco. “This world-class technology has played an important role in the success of several premium foreign-nameplate models. Our aftermarket customers can address these service opportunities with true OE-quality replacement products available through our new OESpectrum product line.” The OESpectrum line will be available beginning in January across the U.S. and Canada.

2010 AIA Outlook Study Reveals Healthy Forecast

The 2010 AIA Outlook Study — A Window of Opportunity, reveals that the increase in vehicle usage, the growing number of used vehicles on Canadian roads and the decrease in total number of dealerships — just some of the key findings reported in the study — all point to the same conclusion: the next few years should prove to be prosperous for Canada’s automotive aftermarket industry. The total value of the Canadian aftermarket continues to grow. In 2009, retail sales reached $18.7 billion and, according to AIA’s Outlook Study, healthy growth is forecasted in the next few years. The historically high new vehicle sales of 1999 to 2008 are now reaching their prime aftermarket years. The Outlook Study also shows that “used vehicles” are staying on the road longer — from 2000 to 2008, the percentage of passenger cars aged 15+ years remaining on the road rose from 28.1 per cent to 44.3 per cent, which resulted in older vehicles comprising the largest ever proportion of the Canadian fleet. Another positive finding from the study shows that every year for the past decade, the amount of kilometers driven by a car rose at an average rate of three per cent every year — a number that is expected to continue rising into 2013. Canada’s automotive aftermarket industry’s yearly revenues are increasing. However, caution should not be thrown into the wind. According to Dennis DesRosiers, of DesRosiers Automotive Consultants, we need to treat this as a “temporary phenomenon,” as the number of new vehicles sold in recent years has been lower, and competition from the fewer but stronger dealerships that survived the recent closures will be a threat. DesRosiers advises that aftermarket companies must do more than just feast on the 2000 to 2007 bumper crop of new vehicle sales, and eventually prepare for a drop-off in business once the tail-end of that group is reached. SSGM www.ssgm.com

Congratulations to Ronald and Graeme Tremblay and the team at The Garage for being named the SSGM 2010 Garage of the Year! Everyone at Mitchell 1 is very proud of The Garage and would like to extend our sincerest congratulations to the entire team on their commitment to being the best they can be.

ÂŠ 2010 Mitchell Repair Information Company. The Mitchell 1 name is used herein by permission from Mitchell International, which has no ownership interest in Mitchell 1.

|| Garage Of The Year

The Garage Brings Four Generations of History, Commitment of Service to Vancouver Times, technologies and people may change, but the Tremblays credit putting customer service, quality at the forefront for their By Tom Venetis, Editor ongoing success

he Garage seems such a nondescript name for a service operation that has a four-generation history of service and commitment for the Vancouver area, and being one of the outstanding independents in Canada. The Garage got its name from the fact that it still resembles, with its bright blue roof and white walls, a traditional gasoline station; and though the pumps are long gone, the canopied pump island stands with a bench instead. What has remained constant has been the Tremblay’s adherence to providing the highest level of customer

service and care every day, and continuing the family’s legacy by building on the principle that vehicle maintenance is more than fluid flushes and oil changes. “Back 30 years ago, the frequency of vehicle visits created a very lucrative and profitable business model, one which you did not have to do much marketing or advertising, because everyone’s car broke down,” said Ronald Tremblay, owner of The Garage and now a full-time Implementation Coach with Total Automotive Consulting and Training Inc. (TACT). “Today, cars perform well for longer periods of time

Left to right: Ronald Tremblay (Owner), Ryan Barclay, Graeme Tremblay, Trevor McMullan, Humphrey Chau, Kevin Tremblay, Jeffrey Tremblay, Peter Yip. 12 SSGM December 2010

and are more complicated to figure out, so the business model has changed. The older model of having your door open six-days-a-week and being available when a customer needs help is now ineffective for successful business and customer care.” That new model is one Ronald built from the lessons learned when he decided to take a series of management and shop courses with David Meunier’s TACT group. Ronald Tremblay describes himself as similar to every other owner and technician in Canada: driven, but not wanting to let go; always doing too many things as once, in the bays and on the front desk; and fearing at the same time that if he turned his attention away for even a minute, everything would fall apart. What Ronald Tremblay learned was to put in systems and procedures that not only streamlined the lines of communications between the service advisors and the technicians in the bays, but allowed him to focus more on growing the business by moving it away from primarily breakdown work to longterm, profitable maintenance work and proper diagnostics. This involved several things, one being educating the customer. It is simply taking the time to help the customer understand the maintenance and parts replacement requirements of their vehicle. This puts a stop to any surprises about what has to be done to maintain a vehicle by properly diagwww.ssgm.com

Garage Of The Year || nosing problems before they result in an expensive breakdown. The Garage invests heavily in new diagnostic equipment and in ongoing training of its technicians so as to be able to diagnose and fix advanced electronic and computer problems on new vehicles. “Thirty-years-ago, the amount of time needed for diagnosis was about 10 per cent of the day,” said Ronald Tremblay. “Today diagnosing can consume as much as half of a technician’s day. You need specialized tools and a variety of other high-end equipment in order to communicate with the vehicle so you can do your job and to be able to stand behind your evaluation of the situation with the vehicle” The customer education and promotion of maintenance plans also means changing the ratio of service advisors to technicians. In The Garage, there are 2.5 service advisors for the four technicians. Why? It is a truism that many shops are not reaching their full potential and profitability. While a shop may look busy, with technicians busily working in the bays and the service advisor handling calls and customer inquires, that frantic activity covers what in reality is a shop that is only generating a meager revenue and profit stream. The problem is work is not allocated accordingly to best utilize the full potential and time of the technicians and the shop’s staff. What Ronald Tremblay learned and implemented was a Rack Workflow system, clearly visible in The Garage’s waiting area. “This system is a visual demonstration for our customers and staff that we are highly organized and committed to our promises of time management,” said Ronald Tremblay “Our technicians, service advisors and manager, in a glance, know exactly how our day is going and how to contribute to its success. The Rack Workflow captures all the details for proper management and lower levels of stress for everyone. Things go well even when the manager is off site for periods of time.” The result is a shop that generates higher profits, productivity of 85 to 90 per cent and customers that are getting the best value from the technicians. www.ssgm.com

The Garage believes in making sure its technicians stay ahead of the newest vehicle technologies. It invests in regular, ongoing technical training for all technicians and management training for frontline staff.

The Garage’s workflow system let’s technician knows not only their assigned vehicle and work, but has all the parts ready for them to begin work right away. The parts are placed in these marked blue bins along with all the necessary paperwork and work orders.

Ronald Tremblay soon found he could pull himself away from the business knowing that it would run smoothly, and he could devote himself fully to taking the lessons he learned to other shops by becoming an implementation coach with TACT. In 2009, he turned to his son Graeme to take over the fulltimer operation of The Garage. “It was unbelievable,” Graeme Tremblay said. “It was something I always wanted to do, ever since I was 10-years-old.” Graeme is the newest-generation of Tremblays to take the helm of the family-owned operation: “My Great Grandfather in 1934, Alfred “The Chief ” Joseph Tremblay began Tremblay Motors at 4th and MacDonald, a full service Chevron Station. In 1981, my grandpa, Alfred Ronald Tremblay

Trevor McMullan with The Garage’s Workflow Rack behind him. The Workflow Rack allows for more efficient use of shop resources and a technician’s time, thereby helping increase a shop’s productivity and profits. December 2010 SSGM 13

Wyse REMAY 78559 Digital/IAM

|| Garage Of The Year

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expanded to 16th and MacDonald. My grandpa operated that location until he retired in 1995 and merged the business with “The Garage” at 24th and MacDonald which my dad, Ronald Tremblay started in 1984. While I am taking on the leadership of The Garage, my second cousin, Brad Tremblay, is taking over leadership of the original Tremblay Motors from his dad, Sam Tremblay, also 3rd and 4th generation Tremblays” While only 25-years-old, Graeme Tremblay learned the trade honestly, starting with doing jobs around the shop to working with the technicians, then going on and apprenticing and becoming licensed while taking courses in shop management and shop operations. Still, taking on the responsibility of running a full-time business had a unique set of challenges: the most critical was not running the business from a technician’s point-of-view, but from the point-of-view of a business manager and owner. “The bays are still very close to me and it is very easy to shift into a technician’s point-of-view when I’m in the shop,” Graeme Tremblay said. “I had to take some business training to know to run things from a ‘business’ pointof-view.” There is a reason to know what this is and why it is important. Almost all technicians want and many do move onto operating their own shops. The problem is being a business owner requires a different mindset than that of a technician: it requires knowledge of how to manage staff, time management skills, budgets and workflow, while resisting the temptation to run into the bays to help. Doing so creates too many tensions and divides one attention away from what should be the main responsibility of an owner — operating a profitable business. “How I put a stop to that is to show up to work in clothes that were much too nice to do that kind of thing,” Graeme Tremblay said. “That was the best thing I did, to start wearing appropriate business clothing to work. It

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14 SSGM December 2010

helped me to discipline myself to not run into the bays at every little thing. I was not dressed appropriately to work on a car.” One result of this business-point-ofview is the Concern-Cause-Correction process. Graeme Tremblay describes it as identifying what the vehicle owner’s concern is, identifying the cause and correcting that concern. “This is very dependent on the service advisor’s skill in listening to the customer and then offering ways to address the concern, from maintenance service to diagnostic service. If there are other issues, the service advisor will talk to the technician about possible courses of action, and then the work is placed in the Rack Workflow.” Once the vehicle work is completed, the staff will vacuum and wash the vehicle in order to further enhance the owner’s experience. Graeme said those final touches give the owner pride of ownership in their vehicle. What has also helped The Garage has been the growing relationship with NAPA and access to its training and support programs. The Garage began as a client of Auto Marine Electric which later became UAP/NAPA and by 2002 began to make NAPA part of its supplier network for parts. “A pivotal moment came in 2008 when TACT Inc. with PROShop Manager and NAPA’s close partnership came into the equation,” said Chris Thorne, national sales and marketing manager, Banners for NAPA Canada. “NAPA had a true interest in helping them win as automotive service business owner. At the time, they had experienced the PROShop Manager difference and they saw the value of accessing our operational, marketing, image programs and NAPA store support via the NAPA AUTOPRO network which made the ongoing relationship even stronger. In 2008, they attended the NAPA AUTOPRO 25th anniversary celebration in Cancun, Mexico and from that point on they became an active NAPA AUTOPRO network member that we are very proud to be associated with.” SSGM

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|| Ride Control

Ignoring the chassis can cause LOSS of RIDE CONTROL By Nestor Gula As vehicles age, strange noises start to be heard from the most unusual places. At the tender age of 18, I was taught, by a wise acquaintance, that the best way to solve these problems was to turn the radio volume up. While some motorists — those that don’t crank the radio to 11 — will attribute noises as the sound of the deteriorating road surface, the astute driver will realise that the suspension should be looked at. Unfortunately, very few motorists come in to their independent service shop because of some rattles in their suspension. Most ride control problems are spotted by a patient, diligent and well-trained technician while performing an unrelated service on the vehicle, like an oil change, brake job or swapping seasonal specific tires. The problem with the latter scenario is the customer, who was willing to pay a set amount for the original service, is now confronted with a much larger bill — one that can even exceed the Blue Book value of the vehicle. “The basic problem is that most shops deal well with the repair category because there is visible value for the customer. This process is very reactive and the shops are in a comfortable position. It means that when something is broken the shop can identify it and communicate this and earn the sale quite easily,” said Mac McGovern, the director 16 SSGM December 2010

of marketing and training for KYB America. “Where they struggle is on the other side of the coin. The maintenance or found opportunity category. There, the value is invisible to the motorist. So when something is invisible or unknown it comes down to communication, the ability on the shop’s manager to establish and make visible the value proposition. The hang-up is really on the word ‘Need.’ It is probably the most destructive word in the auto aftermarket. ‘Need’ is interpreted in so many ways and misused most of the time. It is not a question of need it is a question of goals.” He explains that a proper approach is required, where the technician, manager or service writer gets to know the customer, goals and expectations for the vehicle. He suggests that there are three steps to this end: “Interview, respect and inform. What usually happens is you start with inform.” Steve Cartwright, chassis curriculum training manager at Federal Mogul, concurs and added: “I try to make the customer think what is best for them.” Faced with a large bill the customer might be tempted to walk away from the car and scrap it. “What I used to do when I was the mechanic in a shop was to remind the customer, subtly, they can scrap the car if they wish; but if the car is otherwise in good shape — it had the transmission redone two years ago, new brakes installed — maybe it’s in their best interest to go ahead with www.ssgm.com

Ride Control || (Left) KYB has introduced over 200 new part numbers in 2010. Some of the popular, late model applications recently introduced include the 2007-2009 Chevrolet Silverado, 2007-2009 Mazda CX-7, 2009-2010 Mazda6, 2007-2009 Hyundai Santa Fe and the 2007-2009 Nissan Altima.

(Right) Tenneco Inc.’s advanced Continuously Controlled Electronic Suspension (CES) technology will be introduced to the North American aftermarket in January through the company’s new Monroe OESpectrum line of replacement shock absorbers and struts. Tenneco will offer six OE Spectrum replacement electronic dampers for a variety of Volvo models equipped with the sophisticated original equipment system.

the repairs. Because, if you buy a new car, you have at least 44 payments instead of the four you will have on the repair.” He said that a lot of times chassis problems are discovered when cars come in for an alignment. “A loose ball joint or a loose tie rod will make the car be out of alignment. Aligning the car won’t fix the problem because you obviously can’t get rid of that play. You first have to fix the problem and then do an alignment. I tell the customers that if we don’t make this repair, then the tires will be consistently worn. It is an investment in your car and in your tires, because if we don’t address this base problem, an alignment will not solve the original complaint.” He added too many shops are obsessed with performing fast alignments and do not do the necessary work of investigating the root cause of the problem. “Shops are so hung-up on doing many alignments per day that sometimes they do not bother to do a thorough inspection and look for the loose parts that might be the cause of the problem. There is a misunderstanding that the way to make money and pay off the alignment machine is to do many alignments a day. What you need to do is to slow down and conduct a proper inspection and perform the necessary repairs. This will lead to happier customers.” To make customers understand what the problem is Cartwright said, “I do bring the customer out to the shop. I know there are insurance regulations, but I will say, ‘I want to show you on your car what I am talking about.’ I can Tenneco Inc. has introduced an extensive line of advanced-technology replacement shock absorbers and struts engineered specifically for foreign-nameplate vehicles. New Monroe OESpectrum shocks and struts, featuring the company’s latest global original equipment valving technologies, will be available through Monroe distributors and service providers in early 2011.

www.ssgm.com

have them push on the tire and see it move and then if I have another car hanging on a hoist I show him that there should be no movement. (The vehicle owner) then sees the problem graphically.” There are legal ramifications about letting a vehicle you suspect might be unsafe out on the road. “For the tech, it is your responsibility as a professional to inform the customer of all problems. Just like a doctor, if he notices a serious problem with a patient when the patient comes in for a check up for a cold.” He said that many shops view this as a huge liability issue, but if the customer refuses to pay for the repairs, you cannot impound the car or stop the driver from driving away. “Most shops are worried about liability so they will pay to have the car towed to his house so it can safely leave the facility and does not hit someone on the way home.” He mentioned that getting the owner to sign a piece of paper is not enough and in these cases the technician and the manager should make thorough notes on the issue and what was said. Chassis parts do get worn out with time and the customers should be aware that these items are essential to the vehicle’s safe operation. Bill Dennie, director of channel management for Tenneco’s Monroe shocks and struts brand, said, “Many consumers don’t understand that a worn shock or strut can increase a vehicle’s stopping distance by preventing firm tire-to-road contact and permitting excessive weight transfer. Shocks and struts also directly affect overall tire wear, so a worn unit can end up costing a lot of money if left in place over a significant period of time.” Shocks and struts are items that do get worn he said: “Shops are best served to follow the industry’s established 80,000-kilometer ride control inspection and replacement recommendation. If a vehicle has 80,000 kilometers and still has its original ride control units, it’s time to take a hard look at overall unit condition and check for unusual tire wear. Chances are the customer could benefit from new units, especially in light of their affect on vehicle steering, stopping and stability.” Regular inspection of the whole chassis, looking for worn, corroded, broken parts, should be a regular part of every service. “Any time a vehicle is on a rack, it makes sense — for the shop and the consumer — to check the shocks and struts,” said Dennie. SSGM December 2010 SSGM 17

|| Jim’s Rant

Strangeness and Sensibility in ’Vegas W By Jim Anderton, Technical Editor

Kids are nuts. Or maybe I’m getting old, because the hot paint trend at SEMA this year is flat black. Yes, I mean rattle-can/ primer/I-can’t-affordto-finish-my-car black. I saw literally millions of dollars of exotics.

ith a month gone by since the annual pilgrimage to Las Vegas for the AAPEX/SEMA shows, it’s time reflect on what’s hot and what’s not in the aftermarket. Here’s my take: Kids are nuts. Or maybe I’m getting old, because the hot paint trend at SEMA this year is flat black. Yes, I mean rattle-can/primer/I-can’t-afford-to-finish-mycar black. I saw literally millions of dollars of exotics, including Lamborghini, Rolls-Royce and Bentley, stripped of their flawless paint jobs and rendered into something I last saw on my old Camaro in 1979. And back then my girlfriend didn’t want to be seen in the car. Looking back, I don’t blame her. I know, those black paintjobs are perfect and probably cost a fortune to lay down, but WTH? They’re listening to the repair community. I saw lots of products designed to make repairs more efficient without major upgrades in technology. Four examples: Rancho had lift kits pre-installed into quick struts for no-hassle installation and Purolator launched a seven-number oil filter program that replaces dozens of different oil filters. Ingersoll Rand showed an impact tool with a head small enough to get into places like suspension and engine mounting bolts, and Cardone displayed a clever little in-line filter for the power steering return line that keeps the shrapnel that you should have flushed out of that reman pump unit. There were lots of others. The diagnostic tools are getting better. And by “better” I mean simpler, with units that have bigger, easier-to-read displays and step-wise menus that are finally making it possible to use the full potential of the tools without a Ph.D in electrical engineering. I also saw units designed for some of the less common European brands, a great development for Euro specialty shops wondering how they’re going to compete with the dealerships going forward. ’Vegas is still ’Vegas. While the Great Recession has hit Nevada harder than any other U.S. state, Las Vegas still looks and feels like the Hollywood image it cultivates. From the fountains at Bellagio, the volcano at the Mirage and the pirates in front of Treasure Island, it’s easy to forget that this is a state under economic siege. I still like Bugsy’s Bar at the Flamingo, but I’ll never tell why. If you’ve never been to the AAPEX/SEMA show, find a way to get there at least once. There’s an Italian proverb that goes “See Naples and die.” But they never saw Caesar’s Palace. But bring your wallet … our Editor Tom Venetis picked up the cheque for my burger and draft beer after the plane landed and it came to 28 bucks, making it the last tab he’ll pick up for a long, long time. Of course there’s always our Publisher…

What do you think? Have your say and speak your mind! letterstotheeditor@ssgm.com 18 SSGM December 2010

www.ssgm.com

|| TACT Team Management

Wrapping Up 2010 Giving Ourselves a Gift for a Prosperous 2011 By Murray Voth, TACT

t has been my privilege in 2010 to contribute a series of articles to this publication. We have been following four main themes. The first we discussed was the concept of taking responsibility for your business, and becoming the owner and manager that your business requires for success. We then talked about creating a vision for a better future in your shop and how to take leadership in bringing that about. Thirdly, our topic was the power of thought, how to use your mind as well as your hands. And lastly, we covered the responsibility we have to get off of the fence and actively make decisions in our businesses. As you can see, the theme that was woven through all of these articles is responsibility. In this age of democracy, freedom of speech, human rights and political correctness, we have forgotten the other side of the coin, of being a good citizen, respecting the opinions of other, being considerate of others and tolerance of others. With our rights and freedoms comes responsibility. As the owner, operator and manager of an automotive service centre, what do you have control over? Are you aware of your responsibilities? I am finding in my work as an implementation coach that the shops that succeed and grow, regardless of circumstances, are those where the owner has decided to manage their business and lead their team. These owners have developed the ability to work on their business rather than in the business. They understand that even though they own the company, the company is not them; it is a separate entity that needs to be managed. Successful shop owners have developed a

20 SSGM December 2010

strong sense of self-esteem and personal purpose. Some shop owners may react to the above paragraph and say that they do take great responsibility for their shop, that they are the only ones that can do it right. They comment that good employees are hard to find, that no one besides them takes their job seriously. They do all the difficult repair and diagnostic jobs themselves, they have to review and authorize all the large estimates, they have to do all the book keeping; in other words, they have to do it all because no one can do it as well as them. Benchmark spenders are people who understand the value of maintaining their vehicles and the value of not replacing a vehicle every four years. That is not good management. That is being a control freak and this need to control comes from fear. There is an interesting dynamic in our industry where I find that some fully trained, experienced “Red Seal” licensed technicians are unable or unwilling to make a call on a vehicle. In other words, they have to check with the “boss” first, before they will say that a part is worn out, or that a system needs service. Because of a lack of trust in their technicians and fear of their customers, many shop owners try to control the whole repair process themselves. This causes a lack of confidence and deep sense of frustration in those same technicians and they begin to behave

like robots rather than the professional experts they truly are. Service advisors are relegated to the position of glorified secretary, answering phones and picking up the pieces after a boss who can’t keep up with doing everything himself. A professionally operated automotive service and repair shop is operated by a team made up of good managers who know how to lead, good technicians who are experts and good service advisors who are great consultants. In an industry that has allowed itself to be dragged to the lowest common denominator of low prices, poor quality, and dissatisfied customers, there is a bright light on the horizon. In their publication produced in October of 2009 called “Hidden Potential Unmasked: The Canadian Automotive Aftermarket Demand Study,” DesRosiers Automotive Consultants Inc. report on a segment of the automotive customer database called “benchmark spenders.” These folks are people who spend an average of $1,342 per year on each vehicle. They are part of the top 25 percentile of customers. This data is important to note, because it comes out at the same time as other reports stating that the driving public has reduced what they are spending on their vehicles. The latter is still true, but it includes all of the driving public including the do-it-yourselfers. Benchmark spenders are people who understand the value of maintaining their vehicles and the value of not replacing a vehicle every four years. My question for you is, “How many benchmark spenders do you have in your database?” I am concerned for some shops. Because they have very few of these www.ssgm.com

TACT Team Management || type of customers in their databases and our perceptions and the addition of are unaware of the potential, they have several processes to the way we handle bought into the belief that no one has the vehicle needs and requirements of any money. They do not have bench- our clients. J.D. Power and Associates mark spender clients because they do report that close to 90 per cent of clients not offer what these folks want; in fact, want to be completely informed regardthey behave in ways that often repel this ing the current state and future requirements of their vehicle every time they type of client. If our assumption is that our cus- bring it into a service centre. That does tomers do not have money and we not mean they necessarily have all the approach them with the fear that if we money at that time or are prepared to tell them the truth about the condi- spend that money right at that moment. However, client satisfaction studies tion of their car we will be perceived as crooks, we will attract exactly those show very high marks for shops that types of customers. Our lack of confi- do this and then proceed to inform and dence in the expertise of our technicians educate the clients regarding the priand our inability to communicate with orities for their vehicle, and help them our customers causes us to be the first to budget and plan for all that is required. feel the decline in sales and profitability. To the point that best practices are such On the other hand, if we learn how to that the shop books the next appointinform our clients of the true condi- ment for the client in the same fashion tion of their vehicle and of the required that a dentist office would. This approach creates and attracts maintenance in a way that they do not feel like we are shoving it down their benchmark spenders, clients who underthroats or performing a wallet flush, we stand the value of investing money in will have business we need. 10:12 maintenance, TACT 1/2 all PGthe JUNE AD 5/29/07 AM Page 1 service and repair of their This requires a change in some of vehicles in order not to have costly

breakdowns or the need to replace a car every three to four years. In order for an automotive service centre to be part of this process the whole team, starting with the owner/ manager, need to own the responsibility of truly having their clients best interests at heart. That means we listen carefully to the clients concerns, perform mileage and time appropriate inspections of the vehicles, review vehicle histories and deferred work, review manufacturers recommended services for that interval, and then professionally inform the vehicle owner of all of this information and consult with them as to priorities, costs and budgeting. As you can well imagine, this whole approach means that the shop is well managed, each team member is treated as a professional and knows their responsibilities, and great systems are in place to make sure it all happens in a timely fashion. I wish you all a Happy Holiday Season and a prosperous New Year. SSGM

Get back to enjoying your business! Learn how to improve your repair facility’s profitability, productivity and reduce your stress.

Dave Meunier’s Automotive Management Training and Consulting group is one of the most sought after providers of business solutions for shop owners in Canada.

Flexible training courses are offered across Canada and include:

The explanation, for the success of TACT students comes from a well tested common sense approach to managing every aspect of day to day operations, starting in the bays and working its way to the income statement.

Advance PROShop Manager Modules – Full day topic specific sessions designed to allow you to get answers to your own shop challenges. Topics include: ● SHOP SYSTEMS & PROCEDURES ● ADVANCED SERVICE ADVISOR SKILLS ● PROFIT IMPROVEMENT STRATEGIES

Enrolling in one of Dave Meunier’s shop improvement courses will provide you with the confidence to analyze your business monthly to look for ways to improve profits and lower your stress.

3 Day Shop Management Course - This interactive training

course will teach owners to take better care of your customer, save them money and allow your shop to be more profitable than ever before.

PROSHOP Performance Groups – This is a once a month program, where automotive repair facilities come together to receive training, solve concerns affecting their business, implement solutions and take better care of their customers.

Just contact Carrie Murray, Toll Free at 1-866-489-8228 (TACT) or at cmurray@proshopmanager.ca

Brought to you by TACT Total Automotive Consulting & Training Group www.ssgm.com

December 2010 SSGM 21

SSGM BAYWATCH New Products

Bosal Super CATS Keep “Check Engine Light” Off

This advertisement prepared by: McGILL PRODUCTIONS • October 01, 2010

docket # SIMP_0034.01

SSGM, Canadian Technician

Prints: 4 colour process

When You Recommend Mobil Products, Everyone Wins.

Bosal has developed a new line of more powerful catalytic converters that are designed to help keep the “check engine light” off on properly diagnosed and serviced vehicles with nagging emissions issues. Bosal Super Cats are specially built with greater precious metal loadings to meet the emissions requirements of problem vehicles, as well as vehicles with higher mileage and under performed maintenance. These special direct-fit units made for popular models of Acura, Audi, BMW, Honda,

Isuzu, Lexus, Mitsubishi, Pontiac, Scion, Subaru, Toyota, and VW. They feature heavy gauge stainless steel construction with seam welded design, a ribbed body for structural stability and durability, smooth flowing inlet/outlet joints, and a monolithic honeycomb catalyst for maximum flow. To minimize installation time and additional labor, Bosal also installs a factory capped, 90º air tube where applicable. Bosal www.bosalna.com

ProMotive By Purolator Are Easier To Install, Perform Better

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Professional technicians, auto repair shop owners and mechanics will be pleased to learn that new oil filters, ProMotive by Purolator, will make their jobs easier and more profitable. Introduced at the Las Vegas AAPEX/SEMA show, the new filters use innovative microfiber technology in the filtering media design and packaging, which enables these filters to offer improved performance in a more compact filter housing. Specifically, ProMotive by Purolator, proof #

the brand designed and distributed for professional repair shops and installers, now includes seven part numbers that cover some 70 per cent of the vehicles in operation (VIO) in the United States and Canada. Purolator www. promotiveautofilters.com

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File Description: 1/3 PAGE AD

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Call CATHERINE BERLASSO, 905.523.7510 cathb@robbinex.com Broker of Record: D.M. Robbins

dal www.ssgm.com

22 SSGM December 2010 Publication:

Prodution Manager

• Within 1 hour of GTA • Largest independent in area • Est.1987-excellent reputation • “Drive-Clean” • High profitability ratios

If you run a business that changes oil, sign up online now at retailers.winwithmobil.ca It requires no capital investment from you and we will send you free promotional materials. The competition runs from October 1, 2010 until January 31, 2011, so hurry!

retailers.winwithmobil.ca No purchase necessary. Contest Period begins October 1, 2010 at 9:00:00 MT and ends January 31, 2011 at 23:59:59 MT. Each entry via text or internet will receive one (1) entry into the Contest. Limit of one (1) entry per phone number, per calendar month, regardless of method of entry. There are three (3) Grand Prizes available to be won, each consisting of $3,000 in ESSO Gift Cards. There are twenty eight (28) monthly prizes consisting of $200 in ESSO Gift Cards and Mobil-branded gear available to be won (approximate retail value $320 each). Winners will be required to answer a skill-testing question. Odds of winning a prize depend on the number of eligible entries received during the Contest Period. Contest is open to Canadian residents only who are over the age of majority in their province/territory of residence. Some restrictions apply. For complete contest rules, privacy policy and entry details, visit retailers.winwithmobil.ca Mobil, Mobil 1 and Delvac are trademarks of Exxon Mobil Corporation or one of its subsidiaries. Imperial Oil, licensee.

SSGM BAYWATCH New Products

Ingersoll Rand introduces 2015MAX, 2025MAX Hammerhead low-profile Impactools Ingersoll Rand introduced the 2015MAX and 2025MAX Hammerhead lowprofile Impactools to the independent service technicians at SEMA 2010 in Las Vegas. With the power and speed of an impact and the reach of a ratchet,

the Hammerhead continues the MAX tradition of offering air tools that provide professional technicians with best-in-class performance coupled with innovative features to deliver maximum power, control and access. With a head-

www.redi-sensor.com

VDO REDI-Sensor: No new tools, no programming, no brainer.

VDO - A Trademark of the Continental Corporation

VDO REDI-Sensor™ is the TPMS service solution that you’ve been waiting for! A true multi-application sensor, it works with all major scan tools, requires no special programming, and it relearns to the vehicle just like the OE sensor. With REDI-Sensor, you’ll always have the right part on hand in the shop – no waiting for parts delivery and virtually no “out of stock” delays. It comes pre-programmed and has a faster hunt and relearn process than our competitors’ sensors. You get a quicker, simpler turnaround for you and your customer. REDI-Sensor is ready for installation, ready when you need it, ready now.

height less than two-inches, 180 ft-lb of max torque and 7,100 rpm of speed, the Hammerhead offers the power of an impact, and all the capabilities of a ratchet and with more than twice the power. The Hammerhead features a conveniently located forward/reverse collar, providing unrestricted access to easily change the direction of the tool in tight spaces, where traditional tools frequently get jammed. Knuckle-saver reactionless torque eliminates kickback and further protects technicians’ hands while working in confined spaces. The 2015MAX and 2025MAX Hammerhead low-profile Impactools also feature a two-position power regulator and feather-touch trigger, and is available in 3 ⁄8-inch and ½-inch drive (2015MAX and 2025MAX, respectively). Ingersoll Rand www.ingersollrandproducts.com

www.ssgm.com

24 SSGM December 2010 CO638_SSGM_1110_HP_RediSensor_v1_2.indd 1

10/15/10 11:47 AM

2010 SSGM Garage of the Year Presented by:

Now, We Do It All! Valvoline CONGRATULATES

Valvoline® now offers a full line of Valvoline Professional Series automotive service chemicals. With Valvoline Professional Series, you get a comprehensive line of professional-grade products, services and solutions all backed by industry leading marketing programs. Valvoline Professional Series delivers maximum value to consumers and helps grow your bottom line.

Ronald and Graeme Tremblay and the entire team at “The Garage”

SSGM BAYWATCH New Products

Gates releases at AAPEX 2010 Timing Component Kits (TCKs) with Genuine Original Equipment Components Gates Corporation now offers Timing Component Kits (TCKs) covering over 31 million popular Import applications with actual Original Equipment Tensioners and Idlers. These highdemand TCKs restore synchronous drive systems to factory original condition reducing installation and performance issues. All Gates Timing Kits, including kits with water pumps, are warranted to the original equipment replacement interval. Gates Corporation www.gates.com

Bendix Adds 200 New Part Numbers To Brake Lineup

Autocom is a Swedish company that is a world leader in the development of analytic and fault diagnostic equipment for electronic systems in motor vehicles. With Autocom’s diagnostic tools, repair shops can save both time and money and therefore do business more effectively. In several independent surveys, the best selling CDP Pro diagnostic tool is ranked at the top in ease to use, content, functionality and quality. CDP Pro is a PC or Pocket PC based diagnostic solution with full functionality for reading and erasing fault codes, real time data, activations of components, adjustments, and programming, making Autocom CDP Pro one of the most flexible and powerful diagnostic tools available. The software contains a comprehensive database that is frequently updated with original data from vehicle manufacturers to guarantee the best quality, functionality and superior coverage. For more information about Autocom products visit: www.v-garage.ca or call: 416-736-0319 26 SSGM December 2010

About the CDP Pro • Fast, user-friendly and intuitive software for passenger cars, light and heavy commercial vehicles • The database includes the systems like: Engine, Gearbox, Service, SRS, Instruments, ABS, Climate control and Body control • Programming features such as: injectors, keys and remote controls • Safe identification of vehicles and systems with the aid of Autocom Intelligent System Identification - ISI • Bluetooth and USB connectivity are standard • Software available on CD/ DVD and the internet for PCs, or SD-card for handheld PCs • Handles all current communications standards for vehicle diagnostics • Intelligent System Scan (ISS) function - automatically scans through all the vehicle’s control systems • Help texts for available functions • Software and databases are available in several languages and updated periodically • The CDP Pro is manufactured in Sweden and comes with a Lifetime Warranty.

The Bendix team announced at AAPEX/ SEMA 2010 it has launched 200 new part numbers into the channel. All new brake pad part numbers will include the following value-added enhancements: Shims — A variety of premium noise insulators are used across the Bendix product lines to help eliminate noiserelated comebacks. Every disc pad SKU includes a noise insulator, and all of the insulators have been attached at the factory. Hardware — From abutment kits to spreader springs, all necessary hardware needed to help restore OE performance, eliminate comebacks and reduce installation time is included in the box. Wire Wear Sensors — Wear sensors allow the vehicle’s wear indicator system to operate as originally designed. Restoring the wear indicator function is necessary for a top-notch premium brake job. Product Protection — Each brake pad set is individually wrapped to guarantee shipment quality. Bendix www.bendixbrakes.com

www.ssgm.com

SSGM BAYWATCH New Products

Dodge Trucks Get Performance Benefits from DynoMax CAT-Back Systems

DynoMax Performance Exhaust released two new systems for Dodge applications at the Las Vegas AAPEX/ SEMA 2010 show that feature dynoproven increases in horsepower and torque. The DynoMax 2004-08 Dodge Ram 2500/3500 5.9L Cummins (p/n 39461) turbo diesel system, which posted a 16 horsepower and 25-ft. lbs. of torque increase, includes 4-in. mandrel-bent, stainless steel piping that minimizes backpressure and improves towing. The new DynoMax Dodge system includes a large Ultra Flo Welded muffler, a straight-through design that maximizes horsepower; features Continuous Roving Fiberglass (CRF) to improve resonance in the cab and create a deep performance

tone; and is 100-per cent welded. The system is finished with a 5-in. stainless steel, logo-embossed tip. The DynoMax 2003-09 Dodge Ram 2500/3500 5.7L/8L gas system (p/n 39397) adds nine horsepower and 15-ft. lbs. of torque to the popular truck. Including 3-in. mandrel-bent, stainless steel piping, the system frees up backpressure to improve towing and hauling. The system also includes the popular Ultra Flo Welded muffler and a 4-in. stainless steel, logoembossed tip. Both systems install easily with handy instructions and also include all of the necessary hardware and hangers to finish the job. DynoMax Performance Exhaust www.DynoMax.com

Rancho Loaded QuickLIFT Deliver Faster Bay Turnovers Rancho has announced the release of a brand-new series of Loaded QuickLIFT suspension technology at the Las Vegas AAPEX/SEMA 2010 show, simplifying installation and increasing business opportunities for traditional service shops. The new Rancho Loaded QuickLIFT units — which now include the application-matched and installed coil spring and upper mounting plate — speed installs and requires no aggressive investment in equipment or training. The Rancho Loaded QuickLIFT units, based largely on the successful original QuickLIFT, provide 1- to 2.5-in. of additional lift, allowing for the use of larger wheel and tire packages while giving the vehicle an aggressive stance. The QuickLIFT units are finished in the popular Rancho Liquid Metallic Silver. Fully compatible with the SEMA-award winning Rancho MyRIDE Wireless Controller, Rancho Loaded QuickLIFT units can be wirelessly controlled from the cab. The MyRIDE Wireless Controller provides one-touch wireless damping control of QuickLIFT units.The Wireless Controller includes a variety of one-touch presets, including Highway, Sport, Tow/Haul, OffRoad, and a driver-determined MyRide, which allows the owner to set his own preferred ride setting and save it for future use. Rancho www.GoRancho.com www.ssgm.com

December 2010 SSGM 27

CANADIAN

AUTOMOTIVE Technician

The Other Stud Bent front end components can be invisible … and make alignment impossible By Jim Anderton, Technical Editor

ver do everything right, but still get a poor outcome? This mid-life Ford pickup was a case in point. Tie rods, centre link, idler arm, Pitman arm and adjuster

sleeves were perfect and arrow straight … yet the vehicle wandered even after a good alignment. Why? The reason was almost imperceptible.

We started with a thorough visual inspection and it didn’t take long to find a problem. We expected to find more issues on the right side of the vehicle. Looks OK here… … but look at this. The sway bar link on the driver’s side had separated completely from the lower control arm. With the wheel loaded, the stub of the stud sat correctly in the mounting hole. Dirt and rust made it hard to see the missing nut from underneath and the customer didn’t report noises or poor handling. Note how easy it is to miss this one even with the truck on the hoist.

It’s subtle, but here’s an even more important issue: the lower ball joint or more precisely, the ball joint stud. It was bent, probably the result of an unintended off-road excursion for this two-wheel-drive light duty truck. The bottom of the knuckle showed signs of scuffing against something hard, like a rock, and the lower control arm had taken a beating too. The common sense solution was to replace the lower control arm as an assembly complete with new bushings and ball joint. We installed ACDelco components throughout. 28 SSGM December 2010

www.ssgm.com

We started the “re and re” with the good swaybar link …

… then dropped the whole assembly. Why? Better access and the other side was broken anyway, so it was just four easily removable bolts to get it out of the way.

The shock was next. Lowers were surprisingly cooperative …

… uppers less so. The unit wasn’t leaking, but the upper mounting rubbers were shot. Even if you could reuse these parts, noise would be an issue. The through mounting hole allowed a spring compressor to fit easily from underneath.

From here it was pure wrenchwork. The swaybar mounting kit has no This one is easy to forget on many Fresh swaybar chassis mounts complete the job. The old ones weren’t up or down orientation, but we installed it bolt head up, like the factory installations. The hole may be cracked or broken, but were rock hard with age. Mounts are low cost and setup. tapped, use a speed nut behind or remove a significant noise source. be a self-tapping screw. Leave it out and the hose will eventually find its way into a spring coil. The ACDelco replacement unit used a through hole with back up nut.

What did we learn? Noise and alignment issues most commonly come from the traditional steering and suspension sources like tie rods and ball joints, but subtle damage can frustrate even a great alignment job. Replacing the entire lower control arm assembly was more cost effective than dealing with individual parts and ensured that the rock strike www.ssgm.com

that crippled the ball joint didn’t leave the arm distorted. Naturally, for a critical assembly like this, it’s essential to use quality parts (we used ACDelco for this installation) both for safety and fit … light truck suspension service can be heavy work. You’ll want to do this job right the first time. SSGM

December 2010 SSGM 29

Automotive Internet Directory

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

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

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

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

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

Kerr Machine Shop Group Inc.

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

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

WAREHOUSE DISTRIBUTORS & BUYING GROUPS Bestbuy Distributors Limited

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

ADVERTISERS’ INDEX Advertiser Page # Website ACDelco. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . www.ACDelco.com Autocom . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . www.v-garage.ca Car-Freshener. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . www.little-trees.com Chrysler Canada. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . www.mopar.com Delphi. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . www.delphi.com/am General Electric. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14,15 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . www.gelighting.com Imperial Oil Canada. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22,23 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . www.imperialoil.com Mitchell 1. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . www.ondemand.com NAPA. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . www.napaautoparts.com NGK Spark Plugs. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . www.ngksparkplugs.com Robert Bosch. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . www.bosch.ca Valvoline Oil Canada . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . www.valvolineoil.com VDO TPMS Replacement Parts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . salessupport-us@vdo.com Veyance Technologies. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . www.goodyearep.com VL Communications. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . www.vlcom.com WORLDPAC . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . www.worldpac.com 30 SSGM December 2010

www.ssgm.com

f u e l ma n a gement

engine manageme n t

he ating & cooling

diesel

Delphi fuel pumps.

High standards.

Below the surface.

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

i t’s what’s underneath that sets delphi apar t

G H H

Delphi Fuel Module // A Improved Connector Enhanced electrical connection with vehicle harnesses; B OE Fuel Vapor Pressure Sensor Confirms to ECM the EVAP emissions systems is performing to specifications; C Fuel Level Vent Valve Shuts off tank fill nozzle; D Integrated Fuel Pressure Regulator (1) Maintains pressure at fuel rail (2) Negates fuel return from engine compartment to reduce vehicle EVAP emissions; E Noble Metal Fuel Level Sensor Grid Improved corrosion protection; F High Durability Fuel Level Sensors Wiper Improved, long term signal integrity; G Quieter OE Turbine Pump Performance matched to OE specifications and noticeably lower noise levels – 5 to 10 dB lower – in the cockpit; H Duel Filtration Improved pump durability; I Approved OE Float Materials & Retention Designed to last over the life of the vehicle in all fuel types. I