SSGM Service Station and Garage Management
READ BY AUTOMOTIVE REPAIR SHOP OWNERS AND TECHNICIANS SINCE 1955 JANUARY/FEBRUARY 2011
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LIABILITY MOBILE
COMMUNICATIONS THE LIFE OF A
BATTERY
FEWER STEPS. MORE PROFiT.
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DiREct-hit DiAGNOStic StEPS: 1. Verify the fuel pressure is 50-60 PSI. If the pressure is low, verify the fuel pump has a good power supply on the Gray wire and a good ground on the Black wire. 2. Check for wire harness damage from being routed too close to the front driveshaft. 3. Using the scan tool Fuel Trim parameters, disconnect the Mass Air flow Sensor. If the Fuel Trim values return to normal, check for any unmetered air leaks. 4. Block off the PCV tube and the brake booster hose. If the numbers return to normal, check for air leaks in either of those areas. Refer to TSB 08-06-04-016. 5. Inspect for injector wires being connected to the wrong injectors per TSB 06-06-04-001A.
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January/February 2011
Vol. 41 No. 1
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
See Page 20
PRINT PRODUCTION MANAGER Phyllis Wright
See Page 14
VICE PRESIDENT CANADIAN PUBLISHING Alex Papanou
The Life of a Battery What you can do to prevent premature battery failure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Life is Mobile Why your shop needs to get mobile savvy to stay profitable . . . . . . . . . . . . . . . . . . . . . . . . . . 14
It’s the Little Things Profits come from effectively selling common vehicle services, parts . . . . . . . . . . . . . . . . . . 16
Cover Story: Shop Liability How to protect your business from vehicle owners who take unnecessary risks . . . . . . . . 20
TACT Team Management Are you committed enough to make the changes you need? . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Departments Editorial. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6 News. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 CARS Tech Tip. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23 Jim’s Rant. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26 Baywatch . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27 Internet Directory. . . . . . . . . . . . . . . . . . . . . . . . . . 30 Advertiser’s Index. . . . . . . . . . . . . . . . . . . . . . . . . . 30
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“We acknowledge the financial support of the Government of Canada through the Canada Periodical Fund (CPF) for our publishing activities.”
4 SSGM January/February 2011
PRESIDENT BUSINESS INFORMATION GROUP Bruce Creighton
AWARD-WINNING MAGAZINE HEAD OFFICE Business Information Group 12 Concorde Place, Suite 800, Toronto, ON M3C 4J2 Contact us via one of the following methods: Telephone: 416-442-5600 Facsimile: 416-510-5169 Website: www.ssgm.com 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
The changing automotive landscape T
By Tom Venetis, Editor
While this recession has certainly taken a toll, long-term trends suggest the downward pressure on household incomes and changing demographics will mean fewer new cars being sold in the coming years across Canada and the United States. The days of people owning three or more vehicles are gone.
6 SSGM January/February 2011
o spin a familiar saying: What is good for China is good for General Motors. In fact, this line was used by a recent LA Times article on the rapid growth of General Motors in China. Last year, General Motors posted an astonishing 29 per cent sales growth in China and sold more trucks in China than in the United States. In the United States, car sales grew an anemic six per cent. General Motors is not alone in seeing strong overseas growth. Other North American and European car makers are moving quickly to have products ready for China’s growing numbers who can afford and want a new vehicle. This trend also points to something else, not really touched upon in the article, but one which will likely have a profound influence to service providers here. Much of the overseas sales growth for vehicles is coming on the heels of changes happening in the North American vehicle market. While analysts are excited about recovering auto sales here and the adding of extra shifts in some Ontario and U.S. plants, the truth is sales of new vehicles will never again return to what they once were in the late 1990s. While this recession has certainly taken a toll, long-term trends suggest the downward pressure on household incomes and changing demographics will mean fewer new cars being sold in the coming years across Canada and the United States. The days of people owning three or more vehicles are gone. One can look at this trend as something to embrace. Service providers will likely see many holding onto vehicles longer and greater investments made in ongoing vehicle maintenance. Smart, business-savvy shops should see steady, even improving profits, for a while. The downside is that cars, much like their owners, age; and with age, there comes a time when retirement looms on the horizon. This is where things get interesting. When that vehicle owner decides to buy a new vehicle, that vehicle is going to be something radically different. I’m not speaking about the emerging all-electric vehicles. I’m looking at how complicated many of the vehicles coming off the line are and will be in the future, both in their mechanical and electronic systems. Many of these vehicles come with such complicated electronics, operating everything from the seat heaters to the onboard entertainment systems you need a Ph.D. in computer science to even turn the radio on. It will only get more complicated in the future. These electronics will be a challenge to the service industry. More will need to be spent on training and tools just to diagnose problems, let alone fix the vehicle. I recently saw one technician struggle for two hours trying to get codes for an electrical issue on a new vehicle, then struggle some more trying to fix the problem because of how complicated the vehicle’s design was. The complexity of vehicle design and electronics will also mean more fierce competition with dealer service operations who will sell aggressively on the notion that they are the only ones who have the tools and the knowledge to fix the vehicles. Welcome to a new year of challenges.
What do you think? Have your say and speak your mind! letterstotheeditor@ssgm.com www.ssgm.com
|| News Briefs ACDelco Connects With TSS Members in Toronto Over 300 ACDelco TSS members attended this year’s national meeting and trade show at the Airport Marriott Hotel in Toronto, where the company promoted the benefits of the program and the importance of branding. This year’s program highlighted new program enhancements to the TSS program and emphasized why shops need to aggressively use namebrand, quality aftermarket parts to help brand their business and increase sales and customer loyalty. “We attribute the rise in our TSS membership to it being a great program,” said Marcus Lyon, manager, Total Service Support, ACDelco Canada. “(The TSS program) has a lot of benefits for our members and we work very hard to bring lots of value for the shops, with enhanced hands-on training, Exclusively Yours points and other programs that help grow their business. “For 2011, we are carrying forward with the Total Service package that we have and a couple of new things we will see this year is a uniform program . . .
Aftermarket Grass-Roots Trade Associations Kick Off Major Proposal For “Recycle Your Tools” Initiative
Too often young people find that the costs of tools restricts them from entering apprenticeship and doing the work they love — working on cars. Recognizing the need to address that issue, the Ontario Automotive Recyclers Association (OARA), has provided initial funding for a “Recycle Your Tools” initiative that will help in proposal writing and research of this unique program. The goal is to remove barriers from becoming a worker or apprentice in the motive power trades. The program, recommended by the Hamilton District Autobody Repair Association (HARA) and the Automotive Aftermarket Retailers of Ontario (AARO), will involve a charitable tax receipt that is issued for hand tools donated by retiring techs, closing dealerships or shops. When fully operational, students enrolled in Ontario Youth Apprenticeship Program (OYAP) or Specialist 8 SSGM January/February 2011
and we will have new marketing materials for our members.” Jeff Sollak, owner of Fleetway Automotive said the TSS program’s technician training is what is most attractive to him, especially the growing number of online programs as “you don’t have to set aside an evening to do it. I can do it anytime and I find that being online I
can do it more than once and the training sinks in better.”
High Skills Major (SHSM) courses will catalogue and inventory the tools, and make them available at no charge or at reduced cost to students entering apprenticeship or workplace environments. There are plans to provide tools to employers to be offered as retention bonuses, where apprentices could keep their employer-donated tools if they stayed at the repair facility for a specified time frame. This planned initiative answers an industry need identified in the latest CARS Council report and should help increase the number of young people and apprentices entering the automotive repair and automotive recycling industries. OARA is providing the funding to the Industry Education Council of Hamilton through the Retire Your Ride vehicle retirement program. Members donate a portion of the proceeds from each vehicle to charity with total charitable donations exceeding $1 million dollars in the final two years of that program. This initiative from the three larg-
est grass-roots automotive trade associations follows on the heels of five workshops offered in southern Ontario by the three groups and highlights a growing positive relationship within the grass-roots organizations toward better cooperation to help industry and better serve the public. For more information please contact: Steve Fletcher, Executive Director, Ontario Automotive Recyclers Association at 519-858-8761 or visit www.oara.com; John Norris, Executive Director, Hamilton District Autobody Repair Association (HARA) at www. ciia.com and 1-866-309-4272; and Diane Freeman, Executive Director, Automotive Aftermarket Retailers of Ontario (AARO) at www.aaro.ca and 1-800-268-5400.
Use your Smart Phone to see an interview with Marcus Lyon.
Original Parts Warehouse to serve as Shell Lubricants Alliance Distributor in Ontario
The Original Parts Warehouse Inc. (OPW), an independent distributor of parts and lubricants to the heavy-duty and automotive aftermarket, has signed www.ssgm.com
News Briefs || a three-year agreement with Shell Canada Products and Pennzoil-Quaker State Canada Incorporated (collectively, “Shell Lubricants”) to serve as a Shell Lubricants Alliance Distributor in Ontario. Per the agreement, OPW will distribute Shell Canada Products and Pennzoil-Quaker State Canada Incorporated’s branded automotive, transport, aviation and industrial lubricants, including those sold under the Shell Rotella, Pennzoil and Quaker State brands, throughout the Province of Ontario. “Our Lubricants business has grown through hard work, dedication to one brand and a relationship with Shell Lubricants that is built on honesty, commitment and a shared vision of the future,” said Larry Burns, vicepresident of Operations for OPW. “We are pleased to be able to offer Shell’s leading lubricants products and services to an ever wider array of customers.” OPW, a privately held company, was founded in 1999 as a sales, warehousing and distribution organization for heavy-duty truck and trailer dealers. Family-run OPW now has eight locations across Ontario, and its customer base has expanded to include municipalities, transit authorities, industrial organizations and manufacturing enterprises. As a Shell Lubricants Alliance Distributor, the firm will distribute lubricant products to Shell Associate Distributors, Warehouse Distributors, Buying Groups and independent automotive workshops in Ontario. OPW is headquartered in Concord, Ontario. “We have built our business on the belief that each and every customer is No. 1,” continued Burns. “With OPW, our customers have the support of a live, local customer-service specialist who can make quick decisions and help take the complexity out of their lubricants purchases.” Shell has been operating in Canada since 1911, and the lubricants businesses of Shell Canada Products and Pennzoil-Quaker State Canada Incorporated are together the country’s leading supplier of consumer lubricants. Shell was recently named the No. 1 provider of consumer and commercial www.ssgm.com
lubricants in Canada, and the global lubricants market share leader for the fourth year running by independent consulting and research firm Kline & Company. To purchase Shell Lubricants products directly from OPW, call toll free 1-877-679-6679. For more information or specific locations, visit www. originalpartswarehouse.com.
Magnum Oil to become Shell Lubricants Alliance Distributor for Manitoba
Magnum Oil, an independent distributor of lubricants and heavy duty products, has signed a multi-year agreement to distribute Shell Canada Products and Pennzoil-Quaker State Canada products in the Province of Manitoba under the companies’ Alliance Distributor program. Per the new agreement, Magnum Oil (“Magnum”) will offer the companies’ branded automotive, transport, aviation and industrial lubricants, including those sold under the Shell Rotella, Pennzoil and Quaker State brands. Privately held Magnum Oil was founded in 1995 as a sales, warehousing and distribution organization for automotive and heavy-duty lubricants. Since then, Magnum’s customer base has expanded to include rural school bus divisions, City of Winnipeg Schools, Provincial Air Services and Manitoba Hydro Job sites, as well as municipalities, transit authorities, industrial organizations, local garages, trucking companies, and all forms of manufacturing industries. As a Shell Lubricants Alliance Distributor, the firm will provide an excellent standard of service to our existing and new customer base. The company will supply on-going training to sales agents so that they may provide knowledgeable information on all products, and new and improved products, and to assist them on any additional information that they may need. Magnum is headquartered in Winnipeg, Manitoba. more News on page 17 January/February 2011 SSGM 9
Canadian Distributors
|| Batteries
The Life of the Party Batteries are tougher and last longer, but can still prematurely fail if By Tom Venetis, Editor not taken care of
C
ar batteries are likely one of the most strained and abused items in a vehicle today. That seems an odd statement to make, as technicians and motorists can point to any number of vehicle parts and systems that undergo grueling punishments. The shock absorber as well and the whole suspension systems is one obvious example. So why say the car battery is one of the most strained? Think for a moment about today’s vehicles. Compared to vehicles manufactured even 20 years ago, the number of electronics and computer-controlled systems is astounding. You cannot open the car door, let alone raise or lower the
10 SSGM January/February 2011
window, without engaging a computer system, module and electrical part. Take the example of the new Ford Taurus. That vehicle comes with more electronics gadgets and controls systems than the proverbial Space Shuttle: Adaptive Cruise Control, Blind Spot Information System, full-colour rearview camera, not to mention onboard navigation and entertainment systems. And we are not even including the numerous other systems controlling the everyday operations of the vehicle. Nor have we mentioned whether the owner of that vehicle has decided to add the latest add-on electronic gadgets and systems.
One can imagine then the strains on the battery, even when the vehicle is parked and sitting idly in a garage. “When you look at the role of the SLI battery (starting, lighting and ignition) over the years, it essentially does the same thing,” said Roy Helmmund with the technical services department of Interstate Batteries. “But the demands have changed. Older vehicles had very little parasitic draw from the battery when the vehicle was shut off. New model vehicles have higher parasitic draw . . . the higher parasitic draw is due to things like keep-alive memory, keyless entry systems and the PCM running tests while the vehicle is off.”
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Batteries || Daryl Brockman, senior sales application engineer for Optima Batteries agrees that the power requirements of today’s vehicles are putting a strain on batteries. This strain, he suggested, results in batteries discharging more quickly and deeply than in the past, and thereby shortening the battery life. This extra load on a traditional car battery has resulted in advances in battery design, the most significant and well-known to service technicians is the use of AGM or Absorbent Glass Mat technology. AGM technology works using a sleeve design in which the electrolyte is now held in glass mats, not freely floating about the plates. These mats have thin glass fibres woven into them to increase surface area. One advantage of AGM batteries is that if the battery is dropped and the cases cracks there is no spillage of acid. Another is greater power. Robert Bosch’s S6 batteries use AGM technology in order to “satisfy the highest starting power and supply standards of today’s modern, high-end vehicle which have a great amount of power consumption built-in, such as GPS navigation, powerful audio systems, seat heating and electrical adjustments, and other devices,” said Andreas Tobler, product manager, Bosch Energy Systems. Tobler added the AGM design allows the S6 battery to have 30 per cent more deep cycle and vibration resistance than conventional lead-acid batteries, which translates into more power and a longer life for the battery. Optima Batteries is another company that has adopted AGM, but has given it a twist. When one looks at an Optima battery the first thing that once notices is that it is not the traditional bulky rectangular or square shape of other batteries. It is instead six spiral-wound AGM cells — dubbed Spiralcell Technology by the company — that are tightly fitted into a sealed case. This spiral design has several advantages, according to Optima’s Brockman, increasing battery life and producing more cranking power in cold climates. “The cranking power of a battery is largely dependent on the surface area of the plates,” Brockman added. “Because www.ssgm.com
of the Spiralcell design, the compression fit of the cells within the battery, Optima has over 40 per cent more plate surface area than a typical flooded cell battery. This gives the battery more cranking power.” The odd-looking design might seem to make the Optima battery a hard sell for service shops as it would not seem, at first glance, to fit some battery bays. Brockman has heard this criticism before, but points out that Optima provides a wide-range of height and fitment adapters which “means that a shop owner can maintain a relatively small inventory of batteries and service the majority of applications, reducing holding costs and storage space and increasing inventory turns, all while providing a premium product for their customers.”
Preventing premature failure, making the sale
The Bosch BAT 131 battery tester comes with an integrated printer that provides easyto-read printouts that can be customized to display the shop’s name, address, telephone and Web site. Customizable coupons included at the end of the printout helps to keep customers loyal to the shop.
Optima Batteries’ YellowTop batteries are made to offer
There are several reasons why a bat- dual-purpose deep cycle and starting for extreme autotery can prematurely fail. Sometimes, motive applications. it can be as simple as the vehicle being the second or third vehicle owned by a family. That vehicle probably sits around for long periods of time and the reserve capacity of the battery is slowly used up to keep the electronics of the car going. Another problem that a technician can come across is sometimes a battery is chosen that has too many cold cranking amps for the climate, especially if the local climate rarely has the This 7-Year model from ACDelco’s Professional Battery line has a calcium alloy, deep freezes one might optimized to produce a fine-grain grid to maximize corrosion resistance, encounter in Alberta. increase cycle life, and reduce water consumption. It has a free-replacement But what can uninten- period of 50 months under its limited warranty. January/February 2011 SSGM 11
|| Batteries tionally shorten a battery’s life are often simple things can be avoided by a shop and its technicians, the most common being undercharging a battery. “Undercharging the battery is the most common mistake when charging a battery,” said Rick Adams, product manager, customer care and aftersales, Canada with ACDelco Canada. “With the advent of automatic chargers and high-rate digital chargers this can be limited, but using an older charger
means you need to make sure the battery is “fully” charged. Batteries require a certain amount of charge time based on temperature and current flow. Without proper testing and determination of a battery’s’ state-of-charge you will almost never “fully” charge a battery with an older charger.” While those chargers can do an adequate job in charging a battery, one has to remember that the voltage regulation on those old chargers isn’t very
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good and can cause various problems “The (old) chargers can cause damage to the electronics of the vehicle due to the high voltage . . . (and) high charge rates can cause damage the battery due to overheating,” added Interstate’s Hellmund. Another problem is to only partially charge the battery and then rely on the alternator to do the rest. The problem with that approach is the alternator is not a charger at all. It is better to think about it as a power supply. “A battery that has been deeply discharged may need around 15.8 volts to drive the sulfation out of the plates and restore the battery,” Hellmund said. “Alternators provide what is generally considered to be a steady float voltage to the battery and that is why you can’t rely on the alternator to completely recharge a deeply discharged battery.” Automatic chargers and testers also provide a unique sales opportunity for a service shop. Today’s testers provide a lot of information that a savvy service writer can use to sell a customer on a replacement battery or up-sell to a higher-premium and better-quality battery. Tim Stumpff, product manager with the Bosch Diagnostics Business Unit points to some of the features of the new Bosch BAT 131 tester that can help in a battery sale. For instance, the tester comes with a means to print the results of the test in English and French, and it provides a USB port for quick downloads of the test results to a computer. These printouts can then be given to the vehicle owner to show them the state of their battery. “Special features of the BAT 131 include the ability to test in-stock batteries, the ability to enter the shop’s information to appear on the header of the printout and a coupon function allowing the shop to customize a coupon printout at the bottom of the test results.” Such things, while seemingly simple, are surpassingly effective in building brand loyalty and more customer comebacks which, in the end, is what any good service shop wants. SSGM
12 SSGM January/February 2011 CO686_JN_0211_Isl_QUIET_V1.indd 1
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|| Customer Communications
Service Going Mobile Today’s Web-savvy vehicle owner wants to book their appointment using their iPhone than going to the telephone By Tom Venetis, Editor
I
n the next few years businesses are likely going to be communicating with customers more through handheld, mobile devices and online social media services than they are through direct face-to-face communications. Morgan Stanley in April of last year released a hefty 87-page in-depth analysis that looked at online trends over the next few years. What should of particular interest to readers of SSGM is the focus on mobile Web usage. The researchers at Morgan Stanley predict by 2014 there will be more mobile Internet users that those using the traditional desktop computer for Internet access. Along with this growth will be an increasing amount of online commerce happening through mobile devices, driven by an ever-improving range of wireless devices, increasing wireless bandwidth and a rapidly growing number of services that connect customers and business rapidly over these devices. Deloitte Canada Technology, Media and Telecommunications (TMT) Predictions recently released its 10th annual report looking at technological trends for this year, and the results were also quite interesting. According to the study’s researchers, 2011 will be a “tipping point” for non-desktop PC tech-
14 SSGM January/February 2011
nologies. The study predicts that more than half of all devices sold this year will be other than a traditional desktop, with a growing market segment for ‘tablet’ PC technologies. The reason is many users of tablet computers will find that they are more than just neat devices for fun, but are useful for conducting business of all sorts, including mobile electronic commerce. In Japan, the share of e-commerce done over mobile devices rose from 10 per cent in 2006 to nearly 20 per cent last year. Trends overseas point to the growing importance of mobile e-commerce. Currently, four per cent of total online sales happen over mobile devices. In Japan, the share of e-commerce done over mobile devices rose from 10 per cent in 2006 to nearly 20 per cent last year. So what does this mean for Canada’s providers of independent automotive service? As mobile communications continue to expand, along with mobile technologies and services, businesses savvy enough to use them creatively will succeed in catching people’s loyalty and dollars. One can see this with automotive vehicle purchases. Larry Futers, managing director of
the Toronto-based 7 Communications, a marketing and communications firm, has been helping luxury vehicle makers — such as Mercedes-Benz and Volkswagen — tailor their marketing and sales messages to Internet- and mobilesavvy car buyers. Futers finds up to 50 per cent of online dealership traffic today happens on a mobile device. What people are accessing through a BlackBerry, iPhone or other Internetconnected handheld device is strategic sales information, such as inventory availability, sales contacts and locations from which to buy the items desired. “Customers today have a limited amount of time and the window of opportunity is short. Irrespective of whether that customer is buying a high-end car or a regular car, that customer will make a decision in three weeks,” said Futers. “The mobile device and its attendant services are used to speed up the purchasing process.” Futers added that businesses today have to begin thinking of mobile devices as more than just communications devices, but devices whereby people conduct both their social and business life. “My mobile device is my life-blood and if you can make it easier to shop with my mobile device, I will more likely reward you with my business.”
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Customer Communications || The challenge for businesses such as independent service shops is how to reach out effectively to potential customers who rely heavily on mobile technology to conduct work and life. The first thing is to realize that users of mobile technologies are not interested in seeing an exact reproduction of your existing Web site. Remember, mobile devices are just that: small and made for rapid use. They are made to be mobile. People are not sitting in front of a 21-inch, high-definition flat-panel computer monitor at home. They are instead using a smaller screen so information must be presented to them in a way that facilitates fast navigation and rapid, clear presentation of critical information. That might mean making sure what that customer sees is contact information, a means to book an appointment and an application for finding where your service shop is located. Simply, your mobile site has to convey the essence of your company rapidly and allow your customer to interact with your business. They are not going to spend time scrolling through different screens or squinting to read small type. Customers want specific kinds of information that allows them to make buying decisions. To give an idea of the kinds of information that people are looking for which help them make a buying decision, it might help to look at the most recent Think Auto with Google study published by Google Canada. The fourth done by Google Canada, the study examined the behaviour of those looking to purchase luxury vehicles.
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But many of the findings are applicable to the independent service market. Deepak Anand, account executive with Google Canada said the most interesting finding is people using mobile devices to research and make vehicle purchases are already wellalong the way to making that purchase. “We find that on the mobile side that people are looking for dealerships, looking at inventories, where the dealership is located and directions to that dealership,” Anand said. “They are already at the last step of the sale.” According to Anand, many are also using the Web-connectivity of their mobile devices to search for thirdparty, independent information to help make an informed decision about their upcoming purchase. The most common form of third-party information looked for is video, those produced by ordinary people. “When you go to YouTube, for
example, you can see reviews from the car companies, reviews from professionals whose job it is to review vehicles and then there are reviews from ordinary consumers,” Anand said. “What we have found is that people are just as likely to watch a video review from a regular guy as they are to watch a video from other professionals.” Online video drives people to look for more information and plays a significant role in influencing buying decisions and branding. Along with video, social media is playing a larger role on mobile in helping build brand awareness and driving sales. Service shops will need use video, combined with social media, in order to reach out to customers, to cut through the clutter of the thousands of marketing messages produced each day, in order to bring those customer into the shop. SSGM
January/February 2011 SSGM 15
|| Profit
Earn more
by doing a little extra A few simple service steps can lead to more work and extra profit By Nestor Gula
A
s a garage owner you are in a business of servicing cars and making sure your customers have a great driving experience. As well, you have to make money – to pay for the equipment, the building, the lease, your staff, yourself and your retirement. The adage in business is that if you stay still you are in fact in decline. So as a business owner or manager you have to constantly look for new ways to be able to generate a profit. Generating a profit does not — pardon the expression — have to come at the customer’s expense. Enhancing the safety and the quality of your customer’s vehicle is a benefit for the customer – one that they will be glad to pay for if they feel they are getting great service and high quality products. The extra service that you can offer easily will not initially bring about a great bonanza of cash in your till or in the bank account, but will bump your profits up noticeably and, more importantly, build customer goodwill and bring more customers to your shop.
Wipers
Take wipers for example. When is the last time you sold a wiper to a customer? How many sets of wipers do you sell for every 100 cars that come in for routine service? Most vehicle owners change their wipers only when they can no longer see the road in front of them. And when they do change their blades, they often drive to the parking lot of the nearest big box store, buy the cheapest blades that will fit their vehicle and put them on in the same parking lot. This could and should have been your sale. Wipers need to be changed regu16 SSGM January/February 2011
larly as they deteriorate over time and with use. “Both front and rear wipers, if a vehicle is equipped with rear wipers, are important driving necessities that need to be checked and changed periodically to maintain good driving vision,” said Tom Vasis, group product manager, Wiping Systems with Bosch. “For best results, Bosch recommends replacing them every spring and fall. Actually, wipers should be changed when they no longer perform as expected. The recommended replacement interval for preventative maintenance is six months; but Bosch’s dual-rubber technology in blades such as the Icon can extend this interval significantly.” The technician should check the state of the wipers and give his recommendation to the customer. Vasis notes, “Drivers should be aware that ice on the windshield is a major factor in wiper deterioration. If the windshield has been iced up, trying to clear the windshield by activating the wipers, without first clearing off the ice, will quickly damage the wiper blade’s rubber and make it less effective in wiping
rain, mist and snow from the windshield,” he said. “Technicians should check wipers for cracking, tearing or to see if they have taken a “set” — in other words the rubber becomes bent to one side. Any of these conditions can cause less than optimal wiping characteristics.” When telling the customer that they need new wipers and that you can install them, “point out the advantages of having a professional install blades purchased from their shop at a reasonable price, and the relationship between clean windshields and driving pleasure,” said Vasis. “While bad weather and hazardous road conditions are rarely within our control, making sure the driver is operating a vehicle under optimum conditions means, among other things, having good equipment such as wiper blades installed correctly. Premium grade wiper blades offer installers the opportunity to enhance their customer’s driving experience while, at the same time, create a new profit centre for the shop.”
Lights
Do you only change light bulbs in your customer’s cars when they are burnt out? Perhaps you should change them before they actually burn out and avoid having the customer risk a hefty traffic fine from the friendly police force. “Like most other parts that you have in your car the light bulbs will have to be replaced eventually, said Alfredo de la Vega, product manager and marketing coordinator for Hella. “They usually last between 400 to 600 hours, so depending on how much use they get it will be between one and two years continued on page 18 www.ssgm.com
News Briefs || News, continued from page 9
NGK Takes PartSource Promotion Winners On A Cruise
NGK Spark Plugs Canada Limited held a cruise promotion for PartSource in 2010 and took eight winning couples on a five-day cruise to the Caribbean onboard the Norwegian Cruise Lines, Norwegian Dawn, October 31st to November 5th of this year. The ship stopped at the Grand Cayman Islands as well as Cozumel Mexico and Miami Florida. A great time was had by all. On the trip were Deborah & Peter Fisher, Rita & Henryk Karpowicz, Anh Truong & Thuy Nguyen, Sarah & Peter Kemper, Terri & Bill Cole, Rosemarie & Curtis Moggey, Lisa & Greg Bailey, and Jayne & Erik Hansen. The guests were accompanied by NGK personnel Chris and Claire Henson, and Bob and Wendy Matthews.
AIA Canada Announces Staffing Promotions
Automotive Industries Association of Canada president Marc Brazeau has announced the promotion of two senior employees with the national association. Deborah Moynes-Keshen has been promoted to executive vicepresident. Therese Santostefano has been promoted to the position of director, operations and finance. “These promotions further aug-
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ment our ability to effectively deliver a wide range of services and programs to our members across the country” says Brazeau. “Both Deborah and Therese are longstanding employees of AIA who have built solid relations with association stakeholders and members over the years.” Moynes-Keshen is a graduate at the University of York in Toronto as well as York University in England. She has been with the association since 1999, serving initially as the manager of operations and programs. In 2007, she took on the role of vice-president of AIA. Deborah’s new position will give her a wider focus; she will be overseeing the daily operations of the association as well as the delivery of a wide range of membership services, programs and benefits. Santostefano has been an employee of the association since 1998. She graduated from St. Lawrence College, where she received high honours with her degree in business administration. Santostefano began her career with the AIA as coordinator of financial services and events. Throughout the years, her role and responsibilities have evolved until she became responsible for all financial operations in 2004. “As a result of this internal reorganization, additional opportunities will open up for me to take on a more direct and active role in dealing with critical
industry issues as well as positioning the association for future growth and success,” says Brazeau. “I will spend more time working with industry, government, coalition partners and other stakeholders to ensure that the concerns and interests of our members are heard and addressed.”
Bosch Acquires RTI Technologies Co. Ltd.
The Bosch Group’s Automotive Aftermarket business announced it has acquired RTI Technologies Co. Ltd. RTI Technologies Co. Ltd. specializes in the development and distribution of automotive maintenance equipment including air condition service (ACS) machines. The company, based in York, Pennsylvania (USA), had sales of US$12.0 million (8.6 million euros) in 2009 and employs 36 associates, all of whom will be retained by Bosch. Terms of the agreement will not be disclosed. “The automotive air conditioning service is an important opportunity for Bosch to grow its diagnostic business globally,” said Robert Hanser, president, Automotive Aftermarket, Robert Bosch GmbH. “The acquisition of RTI Technologies offers us an outstanding opportunity to meet the immediate needs of our customers with automocontinued on page 19
January/February 2011 SSGM 17
|| Profit continued from page 16
between replacements.” In Canada, where the law states that cars have to have the lights on even during daylight hours, this means that light bulbs must be changed on a yearly basis if the car is used for about an hour and a half per day. “What happens is that light bulbs lose ten per cent of their power for every 100 hours that they are used,” said de la Vega. “Changing the bulbs is a safety element. The light bulbs in the headlights should be changed on a regular interval and not just when they are burned out. This should be part of the regular service.” Having lights that work is crucially important to safety according to Laura Fuller, manager, communications and marketing services at Osram Sylvania. “With more vehicles on the road, driving requires good visibility at all times. Maintaining car headlights ensures that drivers can see what is on the road ahead, and allows other cars and pedestrians to see approaching vehicles. Upgrading to whiter, brighter halogen headlights is a smart way to increase visibility and roadside viewing. High performance headlights also help drivers improve their reaction time and avoid potential road hazards.” She noted that halogen headlights dim over time; reducing the amount of light they give off. “They should be replaced before they burn out,” said Fuller. “Similar to wiper blades on a vehicle, headlights should be checked and replaced in pairs. Technicians should be checking the condition of their customer’s vehicle lighting to ensure safety. They should be check-
ing headlight alignment, as miss-aimed headlights can be distracting and dangerous. They should also inspect brake lights and turn signals to ensure that they are in good working order.”
Coolant
During the routine service you check the coolant level as a part of the general procedure. If it is a bit low, you add a bit of water or coolant and close the overflow cap. Job done. Or is it? “If you are topping up, this may be a call for something else,” said Dennis Favaro, product manager for Valvoline Canada. “There may be issues that are causing the need to top up. It may be a mechanical issue, or a leak or something else. If you are topping up frequently, you may have an internal or external problem that will need to be examined.” Technicians should not only look at the level of the coolant in the overflow tank, but also the condition of the coolant. “It is a simple way to do it: you check freeze point, you check for discoloration and you check the mileage. If any one of those indicates a need for a coolant flush than you will need to explain it to the customer. If the coolant is discoloured from what it should be because of rust or another issue in the water hose you will need a flush,” said Favaro. The technician must find out what coolant is recommended for the vehicle. Some coolants can last for 250,000 kilometres according to Favaro. “There are many products out there. They are not all the same in terms of technol-
ogy. And they are not all compatible with each other. The old silicone based coolants, what we call the green stuff, has been replaced by newer fluids. That old stuff you had to swap it quite often, much more than with the current fluids. Always replace the fluids to specification. “Other fluids may have incompatibilities with some of the metallurgy, the gaskets, in the cooling system. The metals and alloys might not be compatible and some damage to the cooling system might result. It is best to stick with what is recommended.” SSGM
Zerex G-05 antifreeze/coolant can be used with Ford and Daimler Chrysler vehicles. Its HOAT chemistry combines conventional and organic acid-based chemistry to protect against rust and corrosion.
GE Lighting, a unit of GE’s Appliances & Lighting business, introduced the Nighthawk Platinum, a new halogen headlight that puts 90 per cent more light on the road compared to GE’s standard halogen headlights. The Bosch Icon wiper blade is made to distribute more uniform pressure along the entire length of the blade for performance that lasts up to 20 per cent longer than other premium wiper blades, according to Bosch.
18 SSGM January/February 2011
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News Briefs || continued from page 17 tive maintenance equipment, especially air condition service for the next generation refrigerant R1234yf. We are looking forward to providing these innovative products to our customers, especially in the European market, beginning next year.” Established in 1990, RTI develops, assembles and sells various types of automotive maintenance equipment including the ACS machines in the U.S. market.
Letter To The Editor
While Jim definitely makes some good points regarding the type of customer who drives a 3rd-hand luxury car, I must take exception to the way he dumps on my industry in the sentence, “A common issue surfaces when the owner can’t afford the full fix and opts for jury-rigged repairs and used parts..” I would remind Mr. Anderton that there are those of us out here who run quite sizeable businesses which feed our families and keep many a grateful worker gainfully employed doing nothing but pulling, cleaning, testing, qualifying and selling these so-called evil “used parts” to literally thousands of satisfied customers. I don’t want to go off on a rant here but it is this kind of derogatory comment aimed at my industry
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that continues to drive our customers toward aftermarket and expensive OEM parts; a dangerous thing when you consider the negative environmental impact caused by the manufacturing of all these brand new parts while we, unable to sell our own pieces thanks to continuously changing attitudes and the ever-emerging “disposable” world, watch vehicles head off to the crusher more and more complete every year. Check with your local A.R.A office and you will find that there are hundreds of well run, upstanding recycling businesses out there who successfully pull, clean and qualify good used parts every day for those few of us left who are still willing to do their part in protecting the environment. I think these folks might also take exception to Mr. Anderton’s lumping in “used parts” with “jury-rigged repairs”. Shame on you Mr. Anderton. Hopefully it was nothing more than a slip of the pen on your part! Sincerely, Clint Wilson, President. Ideal Auto Wrecking Ltd. Chilliwack, BC. Jim’s Response: Clint, you have a point, but my issue is with owners who ask for and get barely serviceable repairs then complain about the durability and price. I’ve used and will use quality recycled parts in my own vehicles …
with some exceptions. I prefer reman or new rotating electrical (starters/alternators) and I won’t install a used battery or A/C compressor … a guaranteed low mileage engine or trans, however, is not only fine by me but is the only cost-effective way to go for many vehicles these days. I’ve also been satisfied with recycled windshield glass, (with OEM-quality installation) and of course body parts are a given. I’m never, however, going to install a used timing chain or EGR valve… I’ve seen it done! I’m not talking about responsible recyclers that clean, test and stand behind their goods … I’m talking about the huge number of fly-by-night shops out there that will install what they can scrounge out of the back alley and slowly bleed some poor SOB to death trying to keep an old Mercedes or Jaguar on the road. Every Canadian city has them and here in the land of No-Stanley-CupSince-1967 you can’t throw a sparkplug without hitting one. Sure, those drivers should know better and responsible shops will tell them so, to their faces … but the back alley “shops” are cheapening the whole industry, just like the remaining old-school junkyards that contaminate your sector. Never meant to lump you guys in with the trash, however. Sorry about that!
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|| Shop Liability
Where does liability lie? What to do when customers refuse service work By Nestor Gula
E
very service garage has had it happen to them. It is a situation that is entirely unavoidable when working in this industry, but the solution is simple and should be a part of every shops practice. A customer drives in for a routine oil change, tire rotation or some other simple repair. In the course of this simple job the technician notices that a more serious repair is required to be performed on the vehicle. A repair that if not done could affect the safe operation of the vehicle. The customer, upon hearing the news refuses the repair, citing a lack of money, a lack of time or the secret suspicion that the service garage is trying to rip him off. The quandary, for the garage owner, manager and technician, is how to
20 SSGM January/February 2011
placate the customer so that he does not think he is being gouged, and how to explain to the customer about the safety implications of the repair, and what is the liability to their shop if the customer would drive away, with the unsafe vehicle and had an accident. All service garages carry liability insurance and one would assume that you would not be liable for the accident damage in this situation. “I just recently had an oil change on my vehicle and brought it to the dealership because I had some concern that some power steering fluid was leaking,” recounted Pete Karageorgos, manager Consumer and Industry Relations for the Insurance Bureau of Canada, “And so, in addition to that issue, they looked through my car with a fine toothed
comb and said, ‘Well, your engine mounts should be replaced, your brakes are jammed, there (is) an issue with the tie rods.’ They gave me a whole list of things that they had discovered. I said, ‘Right now, just do the oil change.’ What they did is that they listed right on the invoice for me all the things that they recommended. I thought that was a pretty smart way to operate.” The documentation that Karageorgos had on his invoice was detailed and concise. “What this is from a customer service standpoint or from a legal standpoint is that they want to address their liability; they wrote everything on the invoice. So if I, as a consumer, left and noting that my brakes need to be redone and got into an accident shortly after leaving the shop — the
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Shop Liability ||
shop can say, ‘Well, we put it right on the invoice so the customer knew.’ It is the responsibility of the vehicle owner. They decided not to have the repairs done. From the garage’s perspective, it is a very wise move to document these things. “I think that what happened to me is that they, over the course of time and maybe with some legal advice, realized that it is always a wise thing to write things down. There is minimal opportunity for misunderstanding when things are written down.” Having accurate and detailed notes is your best defense according to Michael Teitelbaum a partner at Hughes Amys LLP, which is a member firm of The ARC Group Canada. “If the station owner or mechanic looks at the car and these are the things that need to be done with the car and the customer refuses, then in order to protect themselves, if the customer goes out on the street and the accident arose out of, for example, faulty brakes the service station can then claim that, ‘We saw that there were problems with the faulty breaks and we told him to have them fixed, but the customer did not www.ssgm.com
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|| Shop Liability want to do it.’” Towing the car from your premises will not necessarily rid you of any liability claims he said. “You get into a whole issue of a host liability situation here where you can paint the analogy that someone says you have had too much to drink and I will not serve you any more. How far does the obligation go to ensure that that person gets home safely? There are many implications here.” When a customer does refuse work, “the best practice would be to ask the owner of the vehicle to sign a note to that effect,” said Julie Pingree, vicepresident of Underwriting Commercial Lines Ontario for Intact Financial Corporation. “That way, if there was an accident and the owner of the vehicle blames the garage for not doing the work, the garage would have written proof that this (work) was not done at the request of the vehicle’s owner. If the recommended work is deemed to be critical to the safe operation of a vehicle, then the service garage manager may want to ask the owner to acknowledge, in writing, that the details were discussed. This is an important practice to adopt.” The station garage owner or manager has to be aware that now, “Anybody can sue anybody for anything,” said John Nolan, senior vice-president at Aviva Canada Inc., a Canadian insur-
Julie Pingree, vice-president of Underwriting Commercial Lines Ontario for Intact Financial Corporation
ance group. “The garage owner would have to be deemed negligent for there to be any liability associated with. The best is to buy proper liability insurance that would protect oneself.” Nolan repeats the mantra that good documentation is the key to successfully protecting ones business. “My advice to any garage owner is to keep good documentation of any conversation with your customer. And when you do up your work order write that you CARS AD SERIES 2010 strongly recommended that this work HORIZONTAL FORMAT be done; and if the customer does not want the work1/3 donePAGE write a note that the customer refused service.” When a dispute of this type heads to court, arbitration or some other reso-
lution mechanism, it is usually the side that has the better documentation that carries the day. “What it boils down to is that somebody is making an allegation that he didn’t do the work that he should have done that turns into a ‘he said, she said’ type of scenario,” says Nolan. “The best course of action is to document all the conversations that you have with your customers.” He also explains that not everything will be covered by an insurance policy. “General liability insurance policies really only covers the negligence of the operator. If a customer comes onto his premises and slips and falls due to the negligence of the owners then the policy will offer protection. It also covers the completed work so if the garage performs some work and the work causes some other damage or accident later it will be covered by a general liability policy.” The policy will also cover the (other) customer vehicles that he has under his care and control. “Insurance companies provide a garage automobile policy for those types of exposure,” he said. His most earnest advice is to seek a qualified expert to put a program together. “I can’t stress that enough to have a good independent insurance broker that will go through an operation and put together an insurance program that will cover all these risks.” SSGM
FIX IT RIGHT EVERY TIME ONLINE TRAINING FOR AUTOMOTIVE TECHNOLOGY PROFESSIONALS
CALL TODAY 1-888-224-3834 www.cars-council.ca Funded in part by the Government of Canada’s Sector Council Program
22 SSGM January/February 2011
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Electrical Power Management Systems By Mike Farrell, Curriculum Developer CARS
H
ave you had a customer come in to your repair facility complaining that the voltage gauge on their vehicle is acting erratically? The customer will state that the gauge sometimes will read near 18 volts while, at other times, will be closer to the 12 volt mark on the gauge. You perform a charging system test and report that the system is operating properly, but the customer continues to say the gauge is erratic. Welcome to the Electrical Power Management System that several vehicle manufacturers are currently using. A traditional charging system sets the generator charging points based on an internal temperature sensor. So, when the generator is cold, the system will raise the voltage output and conversely when the generator is hot, it will lower the charging system set points. This type of system tends to overcharge the battery on long highway trips and undercharge it on short trips. The Electrical Power Management Systems base the generator output on the estimated battery temperature and the state of charge rather than the generator’s internal temperature. The main benefits of the Electrical Power Management System are extended Duty Cycle 10% 20% 30% 40% 50% 60% 70% 80% 90% www.ssgm.com
Generator Output 11.0 V 11.5 V 12.1 V 12.7 V 13.2 V 13.8 V 14.3 V 14.9 V 15.5 V
battery life, switch and lamp life and improved fuel economy. The purpose of the Electrical Power Management Systems is to maintain the battery state of charge at 80 per cent or higher while supplying the required electrical voltage for the vehicle’s current loads. The Engine Control Module controls the generator output using a Pulse Width Modulated (PWM) signal on the generator control circuit. During normal operation, the duty cycle will range between five – 95 per cent. The chart below shows the approximate output voltages for the commanded duty cycle. The main components of the Electrical Power Management System are the battery temperature/current sensor, the generator, the Engine Control Module and the Totally Integrated Power Module (TIPM)/Generator Battery Control Module (GBCM). These components operate together in order to determine the correct charging system voltage for the vehicle load and current battery state of charge. The system also uses the vehicle’s Body Control Module and Instrument Panel Cluster to warn the driver of a charging system failure either by illuminating a warning lamp or displaying a fault message in the Driver Information Display. The engine control module receives a voltage input signal from both the generator and the TIPM/GBCM. The ECM will compare these voltages to
the desired voltage values that have been programmed into its memory. If there is a difference between the actual and desired voltage, the ECM will increase or decrease the PWM signal to the generator’s output control circuit. Feedback signals are sent back to the ECM from the internal voltage regulator. A system failure can set a diagnostic trouble code. First, begin diagnosis by checking the ECM for any current or history “P” codes. This will indicate if there is a generator, circuit or control module fault. These systems can also be diagnosed using a digital voltage meter that can monitor frequency. With the engine running monitor the generator control circuit PWM signal and battery state of charge. The generator output voltage should measure close to the values in the chart above based on the duty cycle. If there are no trouble codes stored perform a basic charging system test. The vehicle may also require a test drive in order to duplicate the failure. For more information on automotive technology visit CARS OnDemand training at: www.cars-council.ca If you have completed any of the Advanced Technology CARS OnDemand courses, CARS would appreciate you taking the time to complete a short 3 minute survey. To access the survey please go to the CARS website, log-in and under “Account Details” choose “Participants Surveys” — “Advanced Technologies Student Survey”. Your feedback is important to us. January/February 2011 SSGM 23
|| TACT Team Management
Committed to Change By Murray Voth, TACT (Total Automotive Consulting and Training)
T
here are certain activities like skydiving or bobsledding where once you are committed there is no turning back. Once you have jumped out of the airplane or pushed off down the first drop of the bobsleigh course you are committed. You can’t flap your arms fast enough to get you back into the plane. In business as well, there are times when changes are put in motion and you are committed. I believe that this is one of the greatest challenges facing people in business, especially the automotive service business. The challenge is not change; the challenge is lack of commitment. Shop owners today are either too afraid to take the plunge, or when they do, spend most of their energy flapping their wings trying to get back to the way things were. There is a saying that states, “The only constant is change.” I thought it was a modern saying; however, it is attributed to Heraclitus, a Greek philosopher who lived in 500 BC. Even though we have known this for centuries, some of us fight change like it was death. Little do we know, but our industry as we know it, will die if it does not change. I would like to split this lack of commitment challenge into two parts. Part one looks like this: A shop owner begins to see several years in a row of profits slipping, margins slipping, volume slipping, lines of credit growing and thinks, “Something has got to change.” They wait for business to pick up, they waste money on mediocre advertising and they blame their staff and the economy, anything but themselves. Many of them take management training from various sources, looking for that silver bullet that will solve all
24 SSGM January/February 2011
their problems. They read management books, go to self-help seminars or phone around to find out how their friends and/or competitors are doing things, especially if one of them seems to be succeeding. The thing these shop owners miss is that there is no silver bullet. What is needed is an educated decision to make changes and then a commitment to follow through. Part two looks like this. A shop owner learns of a change they would like to make in their business, like charging for diagnostics properly. They believe it will solve some, if not all, of
The challenge is not change; the challenge is lack of commitment. Shop owners today are either too afraid to take the plunge, or when they do, spend most of their energy flapping their wings trying to get back to the way things were.
their problems. They make the decision and jump. Part way into the process they experience turbulence; the going is not as easy as they thought it was going to be. They may get push back from employees or customers, or they may have doubts put in their heads by their peers. At that point they try to back track. In the process they begin to fight the change that has started and this causes them to flounder. Let’s use an example you can relate to in order to find some solutions to part one. Think back to the first time you removed a complete dash assembly
from a vehicle and disassembled it to repair an electrical problem. You had to remember all the sequences and pieces to put it back in place and have it work better than before. Did you make mistakes, did it take several tries and did you have one or two screws left over? The thing to remember is that you studied the diagrams and sequences ahead of time, you made the decision to start the disassembly and at a certain point you had to say to yourself, there is no going back now, I am committed. You probably got stuck a few times and had to review your resources or find new ones, or you may have even had to call someone to give you a hand. But in the end you conquered it. It is the same on the management side of the business. But because you have limited training and experience in managing you are afraid. Much of the fear we experience is fear of the unknown. When you find training and educate yourself in managing an automotive shop you will have the knowledge you need to tackle the changes that have to be made. There are other obstacles to making that leap or jump into change. One is what I call black and white thinking, or either/or thinking. Managing a business is not always black and white. By this I do not mean that there are grey questionable areas of behavior. What I mean is managing a business takes creativity; it takes different approaches at different times. As technicians, you will agree that there is only one way to change a particular component on a vehicle: it comes off one way and only goes on one way. On the other hand, diagnosis can be approached in more that one way and not all technicians www.ssgm.com
TACT Team Management || diagnose in the same fashion, but the customer out and needed to feel like good ones all get the same answer. It a hero. Rather than do your research is because they use the same principles. ahead of time you started the diagnosManaging a business is similar to diag- tic process anyways. Several hours later nosis, it is complex and varied, but has you come out from under the hood strict principles that need to be applied. without having made any progress at The creativity comes in how to apply all. In your frustration and feeling the pressure of time and the customer you the principles and when. Another obstacle is perfectionism. start phoning around for help or you Perfectionism is that misguided idea go to your online resources only to find that something can actually be done the data would take too long to get. In perfectly, or that a perfect result can the end you give up, send the customer be achieved. One of the challenges for and the vehicle to the new car dealer some perfectionists is that they will not just to get it out of your hair. This is an tackle a project or a change if they don’t example of jumping into a change but think that the outcome will be perfect. not being fully prepared. You have not This prevents people from even get- done your research and you were not ting started in making a change. They sure you had the resources you needed. would rather stay in their comfort zone In the end you wished you would have trying to micromanage things to per- said no in the first place. In the training work I do, we have fection than take a risk and move their a module on the service advisor to business and their life forward. Here is another example to illustrate technician ratio. We recommend one lack of commitment. Think back to a service advisor for every one and a time you said yes to a diagnostic prob- half technicians. By having someone lem on a vehicle thatADyou5/29/07 were not that TACT 1/2 PG JUNE 10:12 to AMorganize Page 1the day, order all the parts, familiar with. You wanted to help the do all the estimates and talk to all the
customers, a technician can be far more effective and productive. The average technician in our industry only performs customer paid work 54 per cent of the time. Our benchmark is 90 per cent. The rest of the time that technician is doing all the things a service advisor would do. We have a formula to calculate how to afford a service advisor. (Stay tuned for next article). Some shops that take our training are too afraid to hire a service advisor; they feel they cannot afford it, so they stay stuck at 54 per cent productivity. Others like the idea and hire someone right away. However, they do not train the person properly or provide them with the tools they need for the job, and it does not work out as we say. I am then told that it was a dumb idea. A skydiver takes hours and hours of training, and takes great care in packing their chute. When the time comes they are prepared to jump. In business the only constant is change. What are you doing to be prepared and, more importantly, are you committed? 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
January/February 2011 SSGM 25
|| Jim’s Rant
Looking deeper into the box L By Jim Anderton, Technical Editor
On it was a Bosch TSB explaining an issue I didn’t know: on 1993 and 1994 3.0L Ford Rangers, there’s a design flaw in the heater switch circuit that can drain the battery even with the engine off and the key out if the heater switch is left in the “on”
et’s face it: rotating electrical is where it’s at. Alternators and starters are big volume, relatively easy to replace parts that return good customer satisfaction at a reasonable price. Done right, it’s also profitable and really helps your sales per square foot numbers … but there’s something missing in the segment and it has nothing to do with volts or amps: technical information. I’m consistently amazed at the number of independent shops that either install no-name white box rotating electrical or use name-brand components, then just throw the packaging away. Ever really look at what comes inside the box other than the alternator or starter? There’s a warranty card for sure, but a surprising number of shops throw it away, often because they know the likelihood of failure of a name-brand part is extremely low. For reman products there’s often a performance test card showing how the product was checked at the remanufacturer’s quality assurance station before packaging. This is also often thrown away. And the most likely piece of paper to be ignored in the rotating electrical package: the installation instructions. I’ve changed more alternators and starters than I care to remember, and you have too. We don’t need no stinkin’ instructions, right? Well, I got a wake up call recently when shooting a video of an alternator installation using a new Bosch unit (see it on www.ssgm.com) when an unassuming sheet of paper fell out of the box. On it was a Bosch TSB explaining an issue I didn’t know: on 1993 and 1994 3.0L Ford Rangers, there’s a design flaw in the heater switch circuit that can drain the battery even with the engine off and the key out if the heater switch is left in the “on” position. The vehicle may restart, but the strain on the alternator to constantly recharge the battery can be a killer and may be why the unit failed in the first place. Ford makes a kit to address this issue. It’s Ford part number F47-14A411-A, if you need one. I wouldn’t have known about this without the warning in the box, which is another reason to use quality parts. Knowledge is power, but I wouldn’t check a database for TSB’s for a simple alternator job and I know most of you wouldn’t either, which makes the resources provided inside the box even more important. That little piece of paper could prevent an expensive and unnecessary comeback when the customer’s car won’t start after your shiny new alternator. Read the instructions, even if you’ve done it a thousand times before … and install products that give you that “heads up” when you need it!
position. The vehicle may restart, but the strain on the alternator to constantly recharge the battery can be a killer. 26 SSGM January/February 2011
What do you think? Have your say and speak your mind! letterstotheeditor@ssgm.com www.ssgm.com
SSGM BAYWATCH New Products
UView Launches Nano 5 UV Leak Detection Tool UView Ultraviolet Systems Inc. announced the production of a new UV inspection lamp. The Nano 5 is an ultra-compact, true-ultraviolet LED flashlight that fluoresces automotive dyes in order to detect the source of a leak when used in conjunction with a quality UV dye. The light is intended for leak detection in A/C systems, radiators, transmissions, engines and hydraulic systems. While leak detection lights have been on the market for years, their performance has traditionally been judged by the brightness of the light itself, not how well it activates and fluoresces dyes.
That’s where the Nano 5 is different. The light technology emits maximum intensity at the optimal UV wavelength to excite the dye molecules. At just 12cm in length and made from machined aluminum, Nano 5 is compact, portable and durable. The focusing light feature is fully adjustable simply by rotating the lamp head. The Nano5 UV light includes a rechargeable lithium-ion battery, 120V charger and UV enhancing glasses. UView Ultraviolet Systems Inc. www.uview.com
Beck/Arnley Redesigns Premium Foreign Nameplate Brake Pad Packaging Beck/Arnley announced it has completely redesigned the packaging for its premium foreign nameplate brake pad program, which includes 082 premium organic disc brake pads, 086 premium ceramic disc brake pads and 087 premium semi-metallic disc brake pads. The new packaging incorporates English, Spanish and French product descriptions and showcases updated graphics and product information to better meet the needs of professional technicians. To fit the various maintenance needs of
import vehicles, Beck/Arnley offers three types of pads built to the specifications of OE with the quality that professional technicians expect. For European and Asian makes and models, choose from Beck/Arnley premium organic, ceramic and semi-metallic brake pads. Beck/Arnley www.beckcatalog.com
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MOTOR OIL MYTHBUSTERS CONTEST Test your knowledge of lubricants for a chance to WIN a ValvolineÂŽ Prize Pack! More than ever, consumers are looking to keep their automotive investment running longer and more reliably. Do you know the facts to help them decide?
ENTER TODAY FOR YOUR CHANCE TO WIN A VALVOLINE PRIZE PACK! FAX THIS FORM TO US AT 416-510-5140
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High mileage motor oils can only be used on older model vehicles? Synthetic blend motor oils cannot be mixed with full synthetic motor oils? All synthetic motor oils carry the API Starburst Symbol? Most older vehicles can use High Mileage Synthetic motor oil? Switching from a conventional to a high mileage motor oil will not create gasket leaks?
Name
TRUE TRUE TRUE TRUE TRUE
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January/February 2011 SSGM 27
SSGM BAYWATCH New Products
Irwin Vise-Grip Curved-Jaw Locking Pliers Now Available Irwin Vise-Grip has released the Curved Jaw (CR) Locking Pliers, feature a self-energizing lower jaw that delivers three times more gripping power than traditional locking pliers, with absolutely no slipping or stripping. There’s no need for heavy input pressure — the jaws tighten for maximum grip as torque is applied to the tool. They are available in two core models: Fast Release, with a one-handed, triggerless release and anti-pinch, non-slip ProTouch Grips; and Original, with a classic trigger release. In addition, the slotted geometry of the new ‘self-energizing’ Vise-Grip Curved Jaw locking pliers exponentially increases torquing power, and more torque means more clamping power. In fact, the new CR range provides the strongest grip ever. The CR range is designed to avoid slipping and they won’t strip the work piece. Irwin Tool www.irwin.com
28 SSGM January/February 2011
OTC 5092 Named Top ‘Fixing it Right’ New Aftermarket Product OTC, an SPX Brand, continued its tradition of excellence in this year’s Automotive Aftermarket Product Expo (AAPEX) 2010 New Product Showcase, which recognizes best-in-class new aftermarket tools and equipment. The OTC 5092 27.5 Ton UnderAxle Jack was named “Best in Category — Fixing it Right.” Released earlier this year, the OTC 5092 offers superior lifting capacity, robust design architecture and many ergonomic features that maximize shop productivity and technician safety. OTC www.otctools.com
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SSGM BAYWATCH New Products
Stop Persistent Oil Leaks with Rislone Rear Main Seal Repair Rislone Rear Main Seal Repair restores seals and stops leaks caused by engine wear. The rear main seal is located between the engine and transmission. Leaks here are usually caused by a combination of normal wear in the crankshaft and seal, and by the drying, hardening and shrinking of the seal over time. Rislone Rear Main Seal Repair (p/n 34250) is a blend of polymers, lubricity agents, anti-oxidants and conditioners that restores seal size, flexibility and elasticity. Chemical polymers in the product also fill in gaps and grooves in the crankshaft caused by normal engine wear, and build a protective film around the seal to prevent leaks. Rislone Rear Main Seal Repair works with all
gasoline and diesel engines that use conventional, high-mileage or synthetic motor oil. While it was specifically designed to repair rear main seal leaks, Rislone Rear Main Seal Repair also works better than standard stop leaks on all other engine oil leaks, including those at the timing cover seal, O-rings and other gaskets. Rislone Rear Main Seal Repair is available in case packs of four 950 mL bottles. One bottle treats 4 to 6 litres of oil. Like all Rislone products, it is made in the USA. The label includes directions in both English and French, and is compliant with Canadian labeling requirements. Rislone www.rislone.ca
UView Releases New A/C Oil and Dye Kit for Hybrid Vehicles UView Ultraviolet Systems Inc. has announced a new OEM approved Hybrid AC Oil and Dye kit to meet the unique requirements of today’s hybrid vehicles. What is unique about this ester oil kit is that it addresses two fundamental problems of hybrid AC oils; waste of product and high costs per application. Because hybrid AC oils are hygroscopic, they absorb moisture through microscopic permeations in packaging including traditional plastic bottles. In addition, typical package sizes are up to 8oz and instruct the Technician to discard any unused portion. Therefore, a typical 1oz application means 7oz are wasted. The hybrid AC kit solves these problems in three ways. First, the oil cartridges are protected by a moisture-resistant pouch that ensures longer shelf life and improved oil performance. Secondly, the kit offers single-use, 1oz cartridges meaning there is no wasted product or risk of overfilling. Thirdly, the Eco-Twist injection system makes the injection process safe, simple and cost effective without the risk of crosscontamination with other oils or dyes. The kit includes 1oz of OEM approved hybrid oil, Ÿ oz of OEM approved dye, one Eco-Twist injection tool and one applicator hose. Replacement oil and dye cartridges are also available. UView Ultraviolet Systems Inc. www.uview.com www.ssgm.com
January/February 2011 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”
AUTOMOTIVE RECYCLERS Standard Auto Wreckers View Our Online Inventory @ www.standardautowreckers. com or call 416-286-8686. Experienced Shipping Department to Ensure Parts Arrive Safely.
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 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. 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.
ADVERTISERS’ INDEX Advertiser Page # Website ACDelco. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . www.ACDelco.com Barton . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . www.bartonauto.com ATE Premium Brake Parts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . www.ate-na.com CARS. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . www.cars-council.ca Ellis Industries. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . www.ellisind.com Gabriel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . www.gabriel.com GE Lighting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . www.gelighting.com Identifix. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . www.identifix.com SPX Canada. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . www.pegisysotc.com Monaco Group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17,19 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . www.monaco-group.ca NGK Spark Plugs. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . www.ngksparkplugs.com NOCO Lubricants Company. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . www.noco.ca Ross-Tech LLC . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . www.ross-tech.com Valvoline Oil Canada . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . www.valvolineoil.com VL Communications. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . www.vlcom.com 30 SSGM January/February 2011
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Š 2009, Ashland Canada Corp. *Source: Thomas Penway Research Poll of ASE Mechanics in the United States
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