Service Station & Garage Management June 2011 by Annex Business Media

SSGM Service Station and Garage Management READ BY AUTOMOTIVE REPAIR SHOP OWNERS AND TECHNICIANS SINCE 1955

JUNE 2011

BRAKE pulsation Suspension Advances TPMS

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SSGM what’s inside June 2011

Vol. 41 No. 5

Service Station and Garage Management

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 12

PRINT PRODUCTION MANAGER Phyllis Wright

See Page 20

Ride Control

VICE PRESIDENT CANADIAN PUBLISHING Alex Papanou

Making the sale, installation of ride control easier. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

PRESIDENT BUSINESS INFORMATION GROUP Bruce Creighton

Brakes What causes and how to fix brake pulsation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16 AWARD-WINNING MAGAZINE

Tire Report Jim Anderton takes General’s G-Max AS-03 around the Infineon Raceway . . . . . . . . . . . . . 20

TPMS Training still lags for TPMS systems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Sasso Netting sales with better Net marketing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

TACT Team Management Tackling the challenge of improving productivity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

Departments Editorial. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6 News. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 CARS On Demand. . . . . . . . . . . . . . . . . . . . . . . . . . 27 Garage of the Year Nomination Form . . . . . . . . . . 30 Jim’s Rant. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32 Baywatch . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39 Internet Directory. . . . . . . . . . . . . . . . . . . . . . . . . . 46 Advertiser Index. . . . . . . . . . . . . . . . . . . . . . . . . . . 46 *For BlackBerrys: Go to your BlackBerry messenger and select Scan Barcode. *For iPhones: Use the App Store to download Beetagg Reader Pro.

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“We acknowledge the financial support of the Government of Canada through the Canada Periodical Fund (CPF) for our publishing activities.”

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 + HST + applicable taxes per year; $82.95 + HST + applicable taxes for 2 years; single copy price $7.00 + $0.42 HST + 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

In association with CANADIAN Member of

AUTOMOTIVE Technician

Inc.

Member of Association of Business Publishers Inc. 205 East 42nd Street New York, NY 10017

Association of Business Publishers 205 East 42nd Street New York, NY 10017

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|| Tom’s Editorial

Back to the

Basics A By Tom Venetis, Editor

I’m not going to defend the shops that failed in the W5 report. In almost all of the cases, their approach to the W5 customer was cringeworthy and the work of the technicians embarrassing to the whole of the automotive service industry.

friend of mine who works as the head of technical support for a company related a very funny story about what his job was about. Once he received a phone call from a very angry fellow in senior management. His computer was not working. Everything he tried could not make the system work. He was livid and demanded that someone be sent to his office right away as he had a lot of very important work to do. So my friend went to the office and while being given an earful as to everything that was wrong with the system, how incompetent technical support was, my friend quietly reached around and plugged this fellow’s mouse back into the computer. “You kicked the mouse cable. Try not to do that again,” he added. Most technical service calls turn out to be something simple. My friend trains his staff to look for the simplest things before digging deeper. It is surprising, he said, how often what looks like a major problem turns out to be something as simple as an unplugged monitor or cable. I thought of this conversation after the recent CTV W5 story about service shops in Toronto and Calgary (http://www. ctv.ca/CTVNews/TopStories/20110408/w5-the-mechanic-110409/). W5 teamed up with the Automobile Protection Association to see if service shops could spot and fix a relatively simple set of problems in perfectly working and well-maintained vehicles. In one case, the test involved loosening a battery connection. The results were not impressive, with many shops doing unnecessary repairs, recommending expensive work that was not needed or replacing such things as sparks plugs that were in good working order. I’m not going to defend the shops that failed in the W5 report. In almost all of the cases, their approach to the W5 customer was cringe-worthy and the work of the technicians embarrassing to the whole of the automotive service industry. Thinking about the report, I began wondering if part of the problem, besides what seemed in some cases outright price gouging, is that we are not doing enough to tell technicians to look for the simplest things first. A hard or intermittent start could be as simple as a battery wire that is not tightened. All good technicians know to check that first; but sometimes we forget. In the W5 report, the problem should have been quickly identified, fixed and the customer told to keep an eye on the car. If problems persist, then dig deeper. The same goes with scanning the vehicle. You want to do this first to make sure the problem is not something that can be corrected quickly. It might seem that I’m being a bit harsh on this. I’m not. I’m guilty of it as well. I always have to remember that when my stereo system does not work to check that my young son has not switched off the power bar instead of running to check, as I often do, the various cabling behind all the components to see if he has pulled anything out.

What do you think? Have your say and speak your mind! letterstotheeditor@ssgm.com 6 SSGM June 2011

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|| News Briefs

General Motors of Canada Ltd. brought a Chevrolet Volt to Centennial College’s School of Transportation on April 27 for the benefit of the school’s GM-ASEP students, who got a chance to walk around the car, poke under the hood and put it on the hoist to get a closer look at its unique hybrid-electric drivetrain. That’s faculty member Peter Lokun in the white lab coat accompanied by his GM-ASEP students, who eventually will be trained to diagnose and repair the plug-in car. The 2012 Chevrolet Volt will be marketed in seven major markets across Canada starting this fall. Centennial College is the largest transportation technology training centre in Canada.

Charity Hockey Tournament Raises Funds for Canadian Cancer Society

A group of Canadian Automotive Aftermarkets youngsters, as well a growing number of those who would like nothing better than to freeze or turn back time, got together at the Mississauga Iceland Arena for the 20th Annual Slapshots For A Cause charity hockey tournament in support of the Canadian Cancer Society (CCS). This year the group raised $8,500 for the CCS, through player registrations and sweater sponsorships. Thank you again to all sponsoring companies. The “Koval Cup”, in memory of long-time ice sponsor Lube Koval was presented to the White sweater team during post game celebrations. Special thanks to Janice Koval for continuing her family’s sponsorship of the Ice Rental.

Fram Selected By Sogefi as Exclusive North American Distributor for Aftermarket Fuel Filter Kit

Honeywell CPG, the manufacturer of Fram filters, has completed a deal with original automotive component manufacturer, Sogefi, to be their exclusive North American distributor for the replacement fuel filter kit in the independent aftermarket for the 2011 line of Ford Diesel pickup trucks with a 6.7 8 SSGM June 2011

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liter V-8 engine. Honeywell CPG will provide the necessary sales and marketing support to distribute the Fram fuel filter service kit throughout North America for Sogefi. “Honeywell CPG looks forward to working with Sogefi as the exclusive distributor to the North American market for the 2011 Ford Diesel fuel kit,” says Duane Pekar, brand director for Fram. “Fram has both a keen understanding of the light duty truck aftermarket and superior filtration technology, and we’re pleased to offer this OE replacement kit to our customers.” “We are pleased to work with Honeywell CPG to provide this important replacement kit to the aftermarket,” says Richard Hubbell, general manger for North American Sales and Engineering at Sogefi. “With the current OE service interval at 22,500 miles we are anticipating this kit will be in high demand and we are confident that Honeywell CPG will be a very effective distribution partner to enable us to get this service kit into the marketplace.”

Nissan Canada Update On Vehicle Supply

Nissan Canada is pleased to advise two months following the devastating earthquake and tsunami in Japan, supply levels to the Canadian market are on target with 71 and 68 days for

Nissan and Infiniti vehicles, respectively. Dedicated efforts at Nissan Motor Limited have ensured Japanese production is once again on track. Facilities in the United States and Mexico, which supply 60 per cent of vehicles to the Canadian market, have confirmed Canadian supply levels are unaffected and all facilities are assessing their ability for increased production volumes in anticipation of strong demand. “Nissan and its employees were very fortunate to escape much of the devastation inflicted by the earthquake and tsunami, and are a key part of helping the Japanese economy recover from these horrific events,” said Allen Childs, President of Nissan Canada Inc. “In Canada, we are pleased to confirm that with an average of 70 days inventory, supply of vehicles is at normal levels which is especially important during the spring market when consumer demand is high.” Despite the earthquake and tsunami, global Nissan production hit an all-time high in the last business year from April 1, 2010 to March 31, 2011, rising 24.5 per cent to 4.21 million units. Japanese output alone rose 4.6 per cent to 1.07 million cars, as demand for Juke, Rogue and Infiniti QX56 took off.

Federated Auto Parts Names KYB America Marketing Vendor of the Year

Federated Auto Parts recently awarded KYB America the “2010 Marketing Vendor of the Year” at Federated’s Annual Meeting in Orlando, Florida. “We congratulate KYB for being selected by our membership as the 2010 Marketing Vendor of the Year,” said Rusty Bishop, CEO of Federated Auto Parts. “Through the use of videos, brochures, tech tips and more, KYB does an excellent job communicating the importance of shocks and struts to vehicle safety and performance. KYB is proactive in its marketing efforts and is a great partner in helping our members and customers grow their businesses.” “We are very honored and grateful to receive this prestigious award. Earnwww.ssgm.com

13/06/11 10:43 AM

GUESS WHICH ONE IS PART OF A BRAKING SYSTEM THAT MEETS FEDERAL SAFETY STANDARDS? You can’t tell just by looking. One of these brake pads is part of a vehicle braking system that meets Canada Motor Vehicle Safety Standards. One is recommended by Ford Motor Company of Canada, Limited. One of them is tested on the road under real-world conditions. And one of them is the right choice for your customers. To take the guesswork out of which parts are the right ones, just look for the Ford or Motorcraft® name on the box.

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A. Like some aftermarket brake pads, this one may not be part of a vehicle braking system that meets Canada Motor Vehicle Safety Standards.

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|| News Briefs ing the Federated Marketing Vendor of the Year award demonstrates the ‘World Class’ commitment and support KYB provides to the Federated Group,” commented KYB vice-president Mike Fiorito. “This award is an indication of the diligent efforts that the entire KYB Team puts forth in order to be recognized by our customers as their best supplier.”

Bosch, Toyota Sign EDR Retrieval Tool License Agreement

Automobile manufacturers, starting in September of 2012, will be required to ensure that new light vehicles equipped with an Event Data Recorder (EDR) in their Electronic Control Units (ECUs), allow EDR data to be retrieved by a commercially available tool, following a crash. This is in compliance with

Centennial College transportation technicians win big at Ontario Skills Competition Centennial College’s School of Transportation was well represented in the winners’ circle at the 22nd annual Ontario Technological Skills Competition, which drew 1,800 student competitors to wow the judges and crowds gathered at the RIM Park and Manulife Financial Sportsplex in Waterloo. Competitors vied for gold, silver and bronze medals in a broad array of hands-on skills contests, including such specialties as computer animation, culinary arts, carpentry, autobody repair, masonry and aesthetics. Centennial College, which operates Canada’s largest transportation technology training centre, was a dominating force in the post-secondary automotive trades. Centennial student Frank Zhou won gold in the Automotive Service competition and will advance to

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the Canadian National competition next month. Third-place bronze went to Centennial student Tyler Whiteman in the same contest. Thomas McClatchey earned first place in the Automotive Painting category and will advance to the Canadian National. Student Daniel Schlorff won second place. In the Automotive Collision Repair competition, Adrian Tantalo won gold to advance to the Canadian National, as did Matthew Sebok in the Heavy Equipment category. Ryan Kirouac won first place in the Truck and Coach competition, while Victor Dias took the silver medal in the same contest. Centennial team competitors Theodore Wronski and James Scott finished well in the Aircraft Technician category, as did Mark Gray and Steven Le-Magueresse in their contests.

the National Highway Traffic Safety Administration (NHTSA) final rule (49 CFR Part 563), and manufacturers will be required to have this capability in place within 90 days of the first sale of such a vehicle into the US market. Bosch designs, manufactures and sells the Crash Data Retrieval (CDR) tool used by law enforcement, accident reconstructionists, government agencies and insurance companies to retrieve and translate EDR records, currently from Ford, Chrysler and General Motors cars and light truck ECUs. Toyota Motor Corporation and Robert Bosch LLC, Diagnostics Business Unit have entered into a license agreement to allow Bosch access to Toyota EDR system information for the purpose of supporting Toyota automobiles with the Bosch CDR tool. Toyota Supports a commercially available EDR Imaging Solution Beginning in an upcoming Bosch CDR software release, imaging capability will be available for select North American EDR equipped model and model year Toyota, Lexus, and Scion vehicles. Future CDR software releases are planned to include additional new and back model years for North America as well as coverage for Toyota vehicles worldwide. “The easy-to-use and dedicated Bosch CDR tool offers access to EDR records from a wide range of vehicle models without requiring the purchase of a specialized tool for each manufacturer, and the addition of support for Toyota vehicles to the CDR tool provides a more powerful and cost effective EDR record imaging solution for Bosch customers,” said Dan Walker, CDR business manager for Bosch Diagnostics Business Unit. A CDR Tool Software Subscription allows the user to retrieve EDR records from General Motors, Ford, Chrysler and (soon to be Toyota) airbag control modules, General Motors rollover sensors and Ford Powertrain Control Modules (PCM) using the CDR tool hardware kit. The Bosch Crash Data Retrieval tool and appropriate software is the only crash retrieval system available in the aftermarket for vehicles from any of these manufacturers. www.ssgm.com

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|| Ride Control

Ride Control Made Easy Expanding coverage, easier installation makes ride control a By Tom Venetis, Editor growing profit centre

ide control is a tough sell to most drivers. Unless the tie rod snaps or the ball joints fails spectacularly, most drivers just go along for the ride. Sure, the car feels a little â&#x20AC;&#x2DC;off â&#x20AC;&#x2122; when its on the road, or that the wheel never seem to really grip the road at high speeds. Over time, the owner simply

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becomes acclimatized to the vehicleâ&#x20AC;&#x2122;s peculiar road habits, putting it down to the age of the vehicle. Ride control is also tough for technicians as well. It can be time-consuming work, one requiring quite a bit of care if one is replacing a ball joint or bushing, both not to damage the tie rod

or throw off the alignment. The challenges are two-fold: effectively selling ride control maintenance and replacement to a vehicle owner who really may not understand what ride control is and then doing the job efficiently and effectively to generate profits for the shop.

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|| Ride Control Selling Ride Control

The best way to sell ride control is to remind drivers that it is all about safety, keeping the vehicle on the road and making sure the driver has maximum control over that vehicle. Shocks, for example, are a good illustration of this. If a technician asks a vehicle owner what a shock is supposed to do, they will likely answer that it works to smooth out the ride. Yes, that is true. A high-quality shock will make the passenger’s ride in the vehicle an enjoyable one. The right answer, in reality, is that a shock is to keep the wheels of the vehicle on the road to ensure that vehicle’s safe handling and to give maximum control to the driver. That is why it is important for service writers to impress upon vehicle owners to change shocks regularly. A good rule to follow is if the vehicle has 80,000 or more kilometres it is a very good time to examine the shocks and replace if necessary. Another thing is not to be afraid to talk and explain to a vehicle owner such problems as too much play in the wheels or lateral movement. While the terms seem technical, the results are easily seen by a sharp-eyed technician, and can be shown to the owner. For example, if there is a lot of play in the tie rods and ball joints, the owner can be asked if they have noticed an increase in shimmying when the car brakes. If the owner has, then the service writer can ask the technician to then show the owner the worn ball joint or tie rod and explain to them why those worn out parts are causing that shimmying and why they need to be replaced. Another thing that can be pointed out to a vehicle owner is the premature tire wear that worn ball joints and tie rods can produce. Uneven or cupped

Affinia’s Raybestos control arm assembly features a greaseable ball joint, still a popular feature with many technicians.

wear, feathered wear or uneven wear on one side of the tire are all signs of problems with the ride control, either a bad inner tire ride socket, collapsed or worn control arm bushings or ball joints that have finally worn out. These are not things that can be ‘fixed’ with wheel realignment.

The sale has been made; now making the install easier

The most significant trend right now happening in the aftermarket for ride control is the move by the various manufacturers to create products that can speed up the removal and installation of ride control system. In fact, the trend is to nearly eliminate the need to order multiple ride control parts when doing a repair and

to make it easier to replace whole units, such as tie rods and ball joints together, instead of struggle to replace just one part, say the ball joint alone. Kim Plante, product manager, chassis with Federal-Mogul Corp., maker of Moog chassis parts, said this has been going on for a while as shop owners look for ways to make the technician’s job easier and thereby increase vehicle turn over and improve profitability. “I think the trend today amongst all technicians is to get the vehicle in and out of the bay quickly,” added Mark Boyle, director of steering and suspension components for Federal-Mogul. “It is just as easy to replace the entire arm with a new ball joint and bushing as it is to take off the control arm, take off the bushing and replace the (individual) ball joint and then put the whole system back together.” Boyle said by combining the two and having the technician remove and replace both as a single unit, instead of just replacing the ball joint alone, the installation time is much faster. “What was once a two-three hour job can now be done in one hour.” Franz Samson, engineering product manager with Gabriel Ride Control said the company’s ReadyMount Struts, or ‘loaded struts,’ also address the issue of ease-of-installation and improving technician efficiency. “The technology of the ReadyMounts is that is comes as a complete assembly,” Samson added. “Before, all of the components were sold separately, the upper mount, bearings, fasteners, dust boots and coil springs … which used to have to be ordered separately. “If a single part needed to be replaced, you had to have additional shop equipment to tear apart the entire assembly to get to the worn part and then reassemble everything. Then you had to make sure everything was aligned properly.” Pierre Lalond, bilingual technical support specialist with Affinia Canada, makers of the Raybestos line of chassis continued on page 38

The Gabriel ReadyMount design is engineered, tested and tuned to meet the specific performance requirements of the customer’s vehicle. The goal is to restore the customer’s original ride and our ReadyMounts are designed to deliver OE ride performance. 14 SSGM June 2011

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13/06/11 10:48 AM

|| Brakes

Pay attention to the details of how brakes work and you can avoid this issue By Jacques Gordon

hen a brake pedal pulses beneath your foot, your first thought is probably “warped brake rotors.” Your next thought might be about how it happened, because if you’re going to get paid for the repair you want to make sure it doesn’t happen again. Fortunately, most things that cause brake pedal pulsation happen in the service bay. With close attention to detail, it’s easy to avoid these particular comebacks. The term “warped brake rotor” is used pretty loosely to define any brake rotor that isn’t flat and parallel with the plane of rotation. But there are other things that can cause brake pedal pulsation and there are ways that rotors can distort that don’t always produce pedal pulsation, but do affect braking. Understanding these things is the only way to guard against them or deal with them successfully if they do come back.

Rotor Runout

If you know how a disc brake works, it’s easy to visualize why you can feel warped rotors in the brake pedal. The rotor is shaped like a potato chip, the high spots push back against the caliper pistons as they rotate between the 16 SSGM June 2011

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brake pads. That push is transmitted directly to the pedal and if the suspension bushings are worn, it might even cause steering wheel shimmy. Several things can cause a rotor to warp. Uneven heating or cooling is one culprit. A frequently cited example is driving through a deep puddle on a dry day with hot brake rotors. Another example is parking the vehicle without a “cool-down lap” after heavy brake use, such as after towing in hilly terrain. By far, the single most common cause of warped brake rotors is improper installation of the wheel. There was a time this was not so, but modern brake rotors are made thinner for faster cooling and to reduce unsprung weight. They’re not just thinner at the friction surface, there’s less material everywhere, including the hat section. This makes the rotor more susceptible to warping due to a combination of heat and improper lug nut torque. Manufacturers specify lug nut torque for the same reason they specify cylinder head bolt torque: to control distortion of the parts being bolted together. Most front-wheel-drive cars have one-piece cast iron brake rotors shaped like a top hat. The center “hat

section” is clamped between the axle hub and the wheel. On most rotors, before the lug nuts are tightened, the rotor doesn’t fit flat against the hub; there’s a slight gap either toward the center of the hub or toward the outer diameter of the hub flange. That gap is less than five hundredths of a millimeter, but it’s supposed to be there. As the lug nuts are tightened, the hat section is forced flush against the hub, closing the gap. This slight bending of the rotor loads the hub/rotor assembly, increasing the overall strength and stiffness of both parts. If the lug nuts are over tightened or torqued unevenly, the stress loading is uneven. After a few heat cycles, the uneven loading creates a permanent distortion, as much a tenth of a millimeter, according to General Motors (GM). Usually, the rotor face stays flat but tilts with respect to the plane of rotation. In this case, even without any thickness variation, the rotor will wobble between the pads and cause brake pedal pulsation. GM recognized this problem several years ago and approved the use of a product called Brake Align, which is a selection of shims that fit between www.ssgm.com

13/06/11 10:49 AM

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|| Brakes the hub and rotor to correct lateral rotor runout. (See GM service bulletin 0105-23-001). You can avoid this kind of rotor warping by tightening the lug nuts in the proper sequence using a torque wrench — every single time. Another common cause of warped rotors is contamination. Imagine the bending forces and stress risers created by corrosion, clumps of brake dust or anything else clamped between the hub and rotor, or between the wheel and rotor. Because they are dissimilar metals, aluminum wheels often corrode where they contact the rotor hat. Before assembly, GM recommends cleaning the hub, rotor and wheel with a wire brush, and other manufacturers recommend brushing a thin coat of anti-seize on each surface. But remember, it’s a brake system, so don’t use so much anti-seize that it flings out onto the braking surfaces.

Surface Variation

The late Carroll Smith, a racing driver and engineer, wrote of what he learned about disc brakes while working on the original Ford GT40 race car in the 1960s when automotive disc brakes were still new. Smith noted that although a brake rotor can warp in many different ways, he never saw a properly assembled rotor warp in a way that causes brake pedal pulsation. He said that, whether on a race car or a street-driven grocery getter, the rotor irregularity that most commonly causes pedal pulsation results from uneven transfer of friction material from the pad to the rotor. To understand this, we need to understand two basic concepts about brakes. First of all, brakes are designed to work within a specific temperature range and the pad friction material is designed with that range in mind. The friction material used for racing doesn’t work at all when the brakes are cold, and the materials that work best for noise reduction can be severely overheated when used on a race car. Secondly, during normal use, friction material abrades from the brake pad and adheres to the rotor, forming an extremely thin layer of friction 18 SSGM June 2011

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material on the rotor. When the pads and rotor are new, the bedding-in process establishes the initial layer. With continued use, the friction material is abraded away from the rotor and replaced with new material from the pad. If the brakes are not properly bedded-in or if the pads are severely overheated at any time, the transfer of friction material from pad to rotor becomes uneven. Heavier deposits can be seen as stains or dark spots on the rotor that won’t wash off. Even if you can’t measure a thickness variation at these spots, they will have a different coefficient of friction when hot. Since that layer of material is only microns thick, it can be cut away by a brake lathe. If uneven deposits happen again, it’s time to select a brake pad that can handle higher temperatures.

A Fresh Surface

If the brake pads are worn but everything else looks OK, it’s tempting to just install new pads. It’s also a good bet that the brakes won’t grip that old rotor like the old pads did, especially if they’re a different friction material. The main reason for replacing or resurfacing otherwise flat rotors is to give the new pads a fresh surface for that thin layer of friction material. By now the main advantage of oncar brake lathes is well understood: the new friction surface they create is completely parallel to the plane of rotation. This goes a long way towards eliminating comebacks, but with close attention to the details noted earlier, older tools and techniques work just as well. Before removing the rotor, it

should be checked for run-out with a dial indicator. If there is run-out, it’s a good idea to check the hub too.

Other Problems

Hubs warp, wheel bearings wear, CVjoints become stiff and cause the stub axle to wobble ever so slightly. Each of these things alone could produce such a slight run-out that it can’t be measured, but stacked together it can be felt in the brake pedal. By changing the position of the rotor on the hub, total run-out can be reduced or eliminated. Check it with a dial indicator. Worn caliper sliders can also cause pedal pulsation and they can cause rotor wear that doesn’t necessarily show up in the pedal. Uneven pad wear can show up with a fixed caliper that has a jammed piston on one side. As the brake pads wear, the piston that moves freely will constantly bend the rotor slightly toward the stuck piston. With enough heat cycles, the rotor can actually assume that new shape and the brake pads will wear unevenly. There may not be any measurable warp, but unless the rotor is resurfaced during a brake job the new pads won’t bed in properly. Is pedal pulsation dangerous? When mild, it’s merely annoying. But even mild pulsation can influence ABS performance and increase braking distance in a panic stop. In extreme cases or when traction is marginal, uneven braking caused by pedal pulsation can make the car difficult to control. Fortunately, you can control most of the causes of brake pedal pulsation, through understanding how brakes really work and by paying attention to the details. SSGM www.ssgm.com

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|| Tire Report

Grand Touring

General

General’s new G-Max AS-03 wades into the UHP all-season brawl … with a big stick

Jim Anderton, Technical Editor

onoma, California’s Infineon holds out. The carousel is taken flat, at Raceway is a sight to behold. least that’s what the driving instructor This legendary track hosts the in front of me is doing, and I follow big boys: NASCAR, IndyCar and the suit not without a little trepidation. I’m NHRA; but today, it’s a decidedly in a late model Mustang, a vehicle of which I’m fond (I own two), but hardly amateur group of tire dealers and journalists. the ideal mount for an IndyCar-level It’s a big place, but if you could only road course. As if the tail-happy solid axle brute-force Ford wasn’t enough, drive one corner of the narrow, verdant the track is wet, with a narrow trail of circuit it would have to be Six, a long, long downhill left hand corkscrew that 0.9g lateral acceleration in the rain…the G-Max AS-03 will dry pavement defining the dry line. If ever tires mattered, it’s now. feeds a short chute into Turn Seven. grip in the wet. And tires are why we’re here, speHere there’s a mercifully large runoff area which I intend to ignore, at least as long as the talent cifically General Tire’s new G-Max AS-03 ultra highperformance all-season radial. Besides Mustangs, there are powerful Audis and razor-sharp Mitsubishi Evos to thrash and drive, and the track conditions vary from dry to damp to outright rainy. It is ideal tire-testing weather and a sure way to check the “all-season” claim for the new General. The G-Max AS-03 replaces General’s Exclaim UHP and adds a number of upgrade technologies. Three dimensional sipes interlock the tread blocks Lego-fashion, minimizing tread squirm and reducing chunking. An interesting treadwear and alignment monitoring system reveals the words “replacement tire monitor” as the tread wears and shows a pictogram of an alignment issue if the tread feathers or shoulder wears excessively. V-shaped water evacuation grooves mean the tire is necessarily directional, while a design that incorporates what General calls “Acoustic Modulation Sound Technology” makes the product quiet for touring and everyday use. “Reactive Contour Technology” keeps the contact patch optimal under varying load conditions, and the G-Max AS-03 also carries some blocky groove features and considerable siping for winter use. In Canada, however, the G-Max like all “allseason” radials, should be in storage by the time the snow flies. Construction is UHP “best practices” with two steel belts, chafers and a cap ply with additional sidewall rigidity provided by a high turn up body ply. The tread pattern is The General G-Max AS-03 ultra high performance all-season radial is available in sizes symmetrical. While the symmetry would seem to give away from 195/55R15 to 275/30ZR20. 20 SSGM June 2011

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|| Tire Report a little in the eye-candy boyracer market, there is a very sound reason for using it in a UHP product: Alignment. Drivers of highly modified tuner cars (as well as many sports car owners) use “highspeed” alignment settings, including handfuls of negative camber. In street use, it’s possible to wear the inside shoulder of a tire down to the cords long before the contact patch wears out. Symmetrical patterns like the G-Max AS-03 allow side-to-side rotation to equalize wear and extend the life of the product, a strong selling point for value-conscious consumers. Sizing shows the reach General intends for the new G-Max: Suzuki-ready 195/55R15 (V-rated) to a lofty 275/30ZR20, making the AS-03 suitable as an upsell and a replacement for UHP factory fitments. General has targeted competitive products such as the Goodyear Eagle GT, Dunlop SP Sport, Toyo Proxes 4 and Hankook Ventus 4V with a UTQG of 480 and traction and temperature ratings of “A.” That’s tough competition and a huge range of fitments. Can the same product fill the needs of both Suzuki Aerio owners and Audi A8 pilots? Infineon Raceway was the place to find out. Driven

The G-Max AS-03 has a visual ‘replace tire” warning that appears in the tread as the tire wears. There’s a similar symbol warning of bad vehicle alignment. 22 SSGM June 2011

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on platforms as diverse as Mitsubishi’s excellent turbocharged “Evo” and the powerful but solid-axle Mustang, the G-Max AS-03 demonstrated civilized manners at the limit with little noise and very little harshness for a UHP tire. Dry grip is competitive with class leaders like Goodyear’s Eagle, but two attributes stand out in particular. The first is behavior at the limit. On the street and at track days as well, cornering performance is determined by driver skill at the tire’s limit of adhesion, which is different than pure lateral acceleration. A grippy tire that lets go with little warning can’t be driven to its limit by most drivers, making it substantially less effective than pure test results suggest. The G-Max AS-03 is very progressive, telegraphing the amount of available grip and the limits of that grip to the driver in a way that lets him or her explore cornering forces safely. The tire shows very little squirm and the softly rounded shoulder lets the tire roll over progressively, letting the driver know when the weight has shifted and when it’s time to rotate and accelerate. This makes the tire feel faster and in the hands of all but professionals, it’s faster “on the clock” as well. The second key attribute is wet grip. In the accelerometerequipped Evo, I measured over 0.8g of lateral acceleration, in the rain on a wet line. This is a considerable safety advantage and a surprise for a tire with good dry performance. The G-Max AS-03 would make an interesting rain tire in any racing class using DOT rubber. The new G-Max AS-03 is both a savvy marketing move for Continental’s General Tire brand and a risk. General is not traditionally an enthusiast brand and the G-Max AS-03 plays in a market segment that overlaps Continental’s Euro-focused upscale consumer base. The tire is easily good enough to carry the more prestigious Continental brand, but cracking the lucrative replacement market for factory low-aspect ratio sport sedans and performance cars now into their mid to high mileages (meaning second and third owners) is too tempting to ignore. Can General become a high impact performance brand? The “GT” branding helps. In fact, “grand touring” is an ideal application for the product, with its three-season capability and predictable handling at the limit. Will it steal from the Continental brand? It will likely steal from the competition, as the tire is good enough to carry powerful, prestige automobiles and their owners with safety, speed and comfort. The all-season UHP market is a brawl and in a crowded bar, General’s General G-Max AS-03 punches above its weight. SSGM www.ssgm.com

13/06/11 10:51 AM

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14/06/11 1:42 PM

|| TPMS

Training Lags For

TPMS Systems Car makers starting to standardize on TPMS systems for vehicles

ire pressure monitoring systems (TPMS) are now found on most new vehicles. They have been mandated by a series of legislative moves in the United States, the most notable being the TREAD Act, as a result of a series of rollover deaths that occurred on highways. These accidents were eventually blamed on under inflation of the tires. “Since 2008, 100 per cent of the new vehicles in the United Sates have tire pressure monitors,” said John Rice a director at 31 Inc., a manufacturer of tire repair products and distributor of TPMS service kits. “In the States, there are over 75 million cars on the road that have TPMS. Some shop owners and technicians think that TPMS will go away. Well it’s not.” Due to the lack of major publicity about the introduction of TPMS into vehicles, there has been a lack of information and training provided to technicians on the ground. “Training is just not being provided to the small shops,” said Rice. “The larger chains are being trained by the larger organizations like the tool manufacturers, component suppliers or even the sensor suppliers. “Everybody wants Canadian Tire’s business. Everyone wants Costco’s business. Everyone wants the big guys business. For the small shop, they are still not getting the training.” Jeff Rees, president of ATEQ Canada, agrees that not enough training is going into the shops. His company provides a full spectrum of TPMS solutions. “We are in the OEM assembly plants all the way down to selling tools to the end users.” The challenge for small shops, 24 SSGM June 2011

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By Nestor Gula according to Rees, “as a general service station, anything can come in. Two sources of information are invaluable – one is the Mitchell guide and then there is the TIA chart. “Personally, I prefer the TIA chart because it is very concise. It is not a training manual in a sense, but it is a

very good way to describe the vehicle. It’s broken down into Exports and Imports.” He said that the chart will help reset the TPMS map. “This is to associate the vehicle with the sensors. Your car needs to know your tire sensors from the vehicle

www.ssgm.com

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|| TPMS beside you. The sensors all have a unique ID.” Rees said the procedure to perform a service check is very quick taking just a few minutes but requires training. “It used to be fairly straight forward. You could swap your four tires for winter tires without much problem. Now you have the added complexity in that you need to associate the IDs that are in each of these tires with the vehicle. The truth is that it is real easy to do this if you have the right tool. “In the very early days of TPMS, the market was very dynamic and there were tools that are now just useless. The tools we sell they are programmable. The sensors stay the same the manufactures just sometimes change the protocol that has to be updated in the tool.” There is a lot more work to do and a lot more things to keep in mind when working on cars and vehicles with TPMS installed said Sean McKinnon, director of automotive training development for the Tire Industry Association. “The service kits have to be installed. These sensors have the rubber grommets that have to be exchanged. They wear out with time and need to be replaced,” he added. “You have to have the technicians inspect them. They can corrode, especially in the north east of North America. It will add a couple of minutes to the service time. It is a little

more labour intensive than the rubber valve stem. We are finding though, once the technicians are trained, the more they do it, it becomes more like second nature to them.” One of the main drawbacks of the TMPS devices that are installed in cars is that there is a plethora of different and incompatible systems. “There are over 100 OE sensors in the marketplace today,” according to Rice. “There is very little standardization when TPMS was introduced. Even with GM, the sensors that were being used on a Buick were different than the ones that were being used by GM on a Cadillac. And they were different than the ones that were being used on a Hummer. Even Chrysler was using different sensors on their products and different ones for Dodge. There was very little commonality, even within the individual makes of vehicles.” He said that this is starting to change as manufacturers are settling in of some standards. “Every manufacture is different but the manufacturers are starting to get standardized so it is getting easier,” said CARS AD SERIES 2010 McKinnon. “There are also many afterHORIZONTAL FORMAT market replacement sensors out there that are programmable. It is 1/3 PAGE getting a lot easier for technicians now.” When a vehicle with TPMS pulls in front of a shop there are a few things a technician should do. “What the tech-

nician should do initially is look at the dash to see if the system has a warning or a malfunction already before doing anything so you can inform the customer immediately,” said McKinnon. “You should check the functionality of the sensor to see if it is sending the data correctly,” Rice added. “Use a tool to check the sensor before the car gets into the shop. Inform the customer about the TPMS system and explain that more service will be needed. Do this because if a sensor is already damaged or bad they want to identify it before they get it in and the technician starts to work on the vehicle. To protect yourself, check the sensors before the vehicle enters the shop.” Rice continued that the technicians “Need to take care not to damage the sensor when they are disassembling the wheel.” Checking for corrosion and replacing worn parts is important according to McKinnon. Another thing to watch for is to use the correct torque settings as damage to the expensive sensors may occur. All the torque settings are available on the Tire Industry Association TPMS Relearn chart. SSGM

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26 SSGM June 2011

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www.ssgm.com

13/06/11 10:53 AM

Forgetting the stops By Chuck Carman, Curriculum Developer CARS

isconnecting or installing a new battery is a common enough repair found in all service centers across the country; all technicians have preformed this service multiple times. The technician determined the battery was faulty (for whatever reason) and it was replaced. Or, possibly the cables were disconnected due to some repair procedure. However, this simple task, if not given enough attention, can sometimes shift a customer’s perception of a service center after the work has been completed. All technicians are aware that they should reset the clock and reenter the preset radio stations (if they recorded them) after a battery disconnect. Most technicians also have experienced the radio security feature lock up on them after a battery disconnect. This situation is usually drawn to their attention and can usually be addressed quite quickly by entering in a pre-programmed code to return the radio back to operation. What some shops are now experiencing is a customer returning days later with any variety of concerns not immediately identified to be related to the disconnecting of the battery on the previous repair. Conditions they may be experiencing can include: the air conditioning system is stuck in one position, drivability and performance concerns or windows and doors not operating as expected. The systems most likely to be affected (depending on model) are electronically controlled transmissions, heating and air conditioning actuators, power sliding doors, power lift gates and power windows. What these systems are loosing is their learned operating range or “soft stops.” These specifications are used to allow the control module to determine when a system is operating outside of conditions it has deterwww.ssgm.com

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mined to be “normal.” This may be a physical position or a learned voltage or amperage reading. Each of these systems’ features has its own reset procedure, some requiring the use of the scan tool. Others require the system to be operated in a specific manner to relearn its stops. Many of these systems may reset on their own as the owner drives the vehicle eventually reaching all the prerequisites needed to record a setting into its memory. Often air conditioning electronic actuators, when they have experienced battery power loss, will need to relearn their “normal” operating range. When the operating position is lost, the system may default — usually to full heat and to the defrost mode of operation. If the battery is left disconnected long enough, the transmission adapts can also be lost from memory creating unfamiliar shift patterns for the customer until new operating parameters are programmed into the controller’s memory. Some power sliding doors, if not relearned, will stay in learn mode and not let their door control modules power down when the ignition is cycled off. This creates a parasitic draw on the new battery, quite often depleting its energy overnight. This scenario never sits well with a customer who just paid to have a battery replaced. One of the more common concerns now seen after a battery disconnect, is the auto (or express) up feature of

the power windows becomes inoperative. Quite often when this feature is disabled, the anti-pinch or autoreverse feature may also not function. Resetting the function of these features often requires the operation of the window in a specific timed sequence. This can be a rather precise procedure on some vehicles, where holding a switch for four seconds means four seconds not three or five. It’s not uncommon to have to repeat the steps more than once to get them to re-initialize. A stop watch may be useful for accomplishing this procedure. Once completed, always confirm the operation of both the auto up and auto reverse features. Keep in mind that this feature is also often found on sunroofs as well. A little research before disconnecting a battery cable can go along way to keeping your customer happy and returning. For more information on automotive technology visit CARS OnDemand training at: www.carsondemand.com 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.

June 2011 SSGM 27

13/06/11 10:54 AM

|| Sasso

Netting More In-Shop Sales With Internet Marketing

nce upon a time, repair shop marketing was all about an easy-to-read sign on your shop, a box full of business cards and an ad in the local phone book. Today, the sign and business cards are still useful. But the phone book has gone the way of the dwell meter (actually a dwell meter is probably much more often used). To market to repair shop customers today you need to do Online Marketing. If you’re like a lot of shop owners and managers, the very thought of Online Marketing gives you hives. But it doesn’t have to be ad stressful or overwhelming as it sounds. Online Marketing is a broad term encompassing everything from search engine marketing and optimization to email and mobile marketing to networking and social media.

Search Engine Marketing vs. Search Engine Optimization

To simplify things, I suggest you first focus on Search Engine Marketing (SEM) to bring in new customers. SEM is basically buying ads on Google, Bing or other search engines so your shop’s Web site listing appears at the top (or side) of search results. If you have the skills to browse the Internet, you have the skills to build a basic SEM campaign for your shop. As a quick aside, SEM is different from Search Engine Optimization (SEO). SEO is about getting your Web site ranked near the top of the search results “organically” (read “free”). Improving your ranking takes some work and time with no guarantee you’ll ever end up on the first page. So, SEM is a useful strategy while working on your SEO. For more on SEO, see my article in the April 2011 SSGM (http:// bit.ly/ssgm04-11). Since I wrote that article, I’ve discovered the power of 28 SSGM June 2011

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By Phil Sasso another free SEO tactic: local visibility. See “Local Search” sidebar for a quick “how to” on improving your ranking in Google, Yahoo and Bing for relevant searches in your city or postal code. SEO is great for free results. However, if you want quick results, SEM is the answer. The moment you launch an SEM campaign, your ads will begin to appear on that search engine. If you pay enough, you can buy your way to the top. For some shops in competitive markets that can be quite pricey. But you don’t have to overspend to get good results. Unlike traditional advertising, SEM is a pay-per-click model. You don’t pay for people to see your SEM ad, you only pay when a prospect clicks on your ad and visits your Web site. Also, most SEM campaigns don’t have graphics; your ad is just text, much like a classified ad. The good news is that everyone has the same limits so it’s a level playing field. For the sake of simplicity, I’ll focus on using Google Adwords (adwords. google.com) since more people search with Google than all other search engines combined. The system I outline here can be just as easily used with Bing or elsewhere. There are three parts of an Adword campaign: your keyword list, your ad and your budget.

Choosing Your Keywords

Your ad appears only when someone searches for a word or phrase on your keyword list. So, your goal is to guess what words or phrases your prospective customer will google. That means getting inside your customer’s head. Is he looking for a “service station,” “garage,” or “repair shop?” Is she googling “winterize car,” “fall tune-up” or “radiator flush?” Google has a Keyword Tool to help your choose the right word for your

shop. It will show you how many people are searching for certain terms so you have an idea of how most customers are thinking. Since you’re most interested in local business be sure to use your city or postal code in your Keyword research. For example, I typed “auto repair Toronto” and “car repair Toronto,” and found an interesting result: about a thousand more searchers chose the word “car” over “auto.” So, if you chose the second phrase, you’ll show up in more results. You might think it’s best to chose both phrases and you’d get a chance at ads in front of both groups. And you’d be right. But you also have a budget to consider. There’s a checkbox under the Keyword Tool input box that let’s you choose to “Only show ideas closely related to my search terms.” I suggest you leave that unchecked the first time you use the tool and you’ll be amazed at all the suggestions Google will give you. I suggest you narrow your list down to the three or four most appropriate keyword phrases. You can always add more later. For now focus on your biggest new customer generators or your biggest profit centers.

Writing Your Ad

The hardest part of writing your ad will likely be fitting everything into a limited structure. Here’s what you have to work with: twenty-five character headline, thirty-five characters per line for two lines of copy and a destination Web site address. Headline: Make your headline interesting. What would make you stop you long enough to read an ad? Also try to repeat your keyword phrase in your headline if at all possible. So if you’re trying to sell Transmission Service, put it in your headline. Body Copy: Your body copy should continued on page 36 www.ssgm.com

13/06/11 10:54 AM

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Anyone can nominate an automotive service provider. The award recognizes excellence in the areas of good business practice, training, customer satisfaction and community involvement. Make copies and simply ask your customers, suppliers, members of your community or even competitors to complete this form. Return all your nomination forms by fax or mail to SSGM by September 20, 2011, or be nominated online at ssgm.com. The finalists will be identified in the October issue of SSGM and the winner will be announced in the December issue.

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|| Jim’s Rant

The Credibility Gap

By Jim Anderton, Technical Editor

George Stalker, the service writer shown on the segment, and owner Errol Hussein are now the go-to people for motorists for miles around their suburban Toronto location.

y now, the whole industry has seen the W5 “secret shopper” undercover story about auto repair scams. For those of you who haven’t, it went like this: the W5 crew took a car in good repair, loosened a battery cable, then took it to an assortment of garages in Toronto and Calgary reporting an intermittent no-start condition. Most failed to find the problem and many sold unnecessary repairs. The one that didn’t? The Active Green and Ross franchise at 1964 Victoria Park Avenue in Toronto, who incidentally also correctly and honestly reported on the overall good condition of the vehicle. So here’s how it plays out: George Stalker, the service writer shown on the segment and owner Errol Hussein are now the go-to people for motorists for miles around their suburban Toronto location. They now have marketing and merchandising credibility that you can’t buy for any amount of money, and it didn’t cost them a dime. They deserve the bump their business is going to get. Unfortunately, they’re getting kudos for doing what we’re all supposed to be doing: diagnosing problems systematically, starting with the obvious, easy things first. Load testing the battery should have revealed the loose cable, as would a basic underhood inspection. Missing the diagnosis is bad enough, but several shops sold unnecessary parts and service, and some outright lied about the problem. If you can’t earn enough in this industry without scamming your customer base, get the Hell out of the business and let the real shops make a decent living! There is no excuse. None. No way, no how. Scammer shops should be charged and fined, at the very minimum. This is not a judgment call or a poorly set up ambush, like the dislodged MAP sensor connector used last year…it’s a loose battery cable! Mind boggling. This is not to say that the W5 segment was perfect. They unfairly slammed a Toronto shop for recommending ride control replacement at 80,000 km according to Monroe training literature. He even showed the brochure to the customer to prove his point. Even then, he didn’t claim a safety issue. W5’s and the APA’s assumption that the factory service intervals are the final word is strictly true only for warranty purposes. Aftermarket upgrade struts are a legitimate, high customer satisfaction job on any high-mileage vehicle, whether the struts are leaking or not. So where do we go from here? We recognize the problem and root out the as*%#$es before they ruin hard-earned reputations in the legitimate aftermarket. The W5 piece, imperfect as it was, should be a wake up call.

What do you think? Have your say and speak your mind! letterstotheeditor@ssgm.com 32 SSGM June 2011

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|| TACT Team Management

The Productivity Challenge By Murray Voth, TACT (Total Automotive Consulting and Training)

onsidering all the challenges a shop owner must face in a day, week or month, technician productivity ranks as one of the most difficult. Improving productivity is difficult not only because of the systemic obstacles we have allowed to infiltrate our shops, but also because of a lack of understanding of productivity, how to measure it and how to manage it. Many of you might say that you and your employees are very productive: everyone in the shop is working hard long hours and I would agree with you. How, you may ask, can we become more productive? That is because I need to clarify how I am using the word. I agree, for the most part, you and your technicians and service advisors are productive in the standard definition of the word. My definition of productivity is the percentage of time a technician is performing paid work on a customerâ&#x20AC;&#x2122;s car compared to their time available, the time they are present at the shop. If a technician is at work for eight hours, and works for six hours on cars, and those six hours are billed out, they are 75 per cent productive. So where did the other two hours go? Ordering their own parts, answering the phone, free test drives or free parking lot diagnosis, talking to customers (acting as a service advisor), driving vehicles in and out of the shop (if they are working on more than three cars a day), getting pulled off of jobs, etc. This industry has stagnated at 54 per cent productivity for at least the last 15 years, if not longer. Billing 4.5 hours a day seems to be a default setting for most shops. After training and 34 SSGM June 2011

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implementation, we have many shops that average between 80 and 90 per cent productivity, the latter being the industry benchmark.

A New Definition of Productivity

In many cases, shop owners or consultants and trainers are the first to criticize the technicians. The first point we have to clarify is that productivity is primarily the responsibility of management and not of the technicians. Technicians are just doing what we have asked them to do, or do it because there is no one else to do it. We must take a look and actually see the obstacles we have put in the way of our technicians. For starters, let us remove answering phones, looking up and ordering parts, looking up labour times, writing up work orders and talking to customers from their duties. I guarantee that you will get at least one to 1.5 more billed hours per day. Who is going to do all that you say? Well, you are going to need to hire a service advisor. Well, I canâ&#x20AC;&#x2122;t afford a service advisor you answer. My accountant tells me I am already over staffed. Well, you cannot afford to not hire a service advisor, and yes you are overstaffed, but with the wrong staff. Most shops when they get busy hire another technician rather than an advisor. Hence their productivity never changes.

Affording the Service Advisor

In the previous paragraph I showed how you could gain 1 to 1.5 hours per technician if they did not have to perform service advisor duties. Using an $85 an hour labour rate, that would

be $85 to $127.50 more revenue per technician. If you multiply that by three technicians, you end up with $255 to $382.50 per day in additional revenue. If you keep following me closely here, that is $5,355 to $8,032.50 more revenue per month. Assuming that your technicians are paid hourly or salary, there is no additional cost to you in technician wages. The question is; could you afford to hire a good service advisor for those dollars? If you are following the math trail I am creating, we have now achieved sixbilled hours per day. We still have two hours to account for. Where does that time usually disappear in a day? Let me show you: waiting to find out what job is next, waiting for authorization from customers, waiting for parts, dealing with rust, corrosion and broken bolts that are not built into the estimate, performing diagnosis and inspections that are not charged for, performing too many low priced menu item services, for example. Another one is too much verbal communication through out the day trying to keep the day on track. Letâ&#x20AC;&#x2122;s unpack that last paragraph.

Technicians are waiting to find out what their next assignment is. A well-trained service advisor using proper systems and procedures will always be one step ahead of the technicians and have the work flow for the day laid out and prioritized.

Technicians waiting for parts or authorization. Again a service advisor, working one work order or estimate ahead of each technician can keep the parts coming in a timely fashion and keep the customers informed of the www.ssgm.com

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TACT Team Management || needs of their vehicles and the related costs and get the authorizations to proceed.

Technicians dealing with rust, corrosion and broken bolts. Why do so many people in this industry think that the labour guides are some kind of religious handbook? They are only that, a guide. If the vehicle is older, and the job requires more time, heating with a torch, or any other extras, the customer should be paying for that. You need to add a factor to your estimates for these eventualities.

No charge diagnosis. We need to get over the perception that we can only charge for physical work that we do with our hands. We need to charge for what we know, for the information and diagnostic tools we have purchased. Diagnostics is not as intangible as you think, make a list of what series of tests and inspections are required, manuals and databases you subscribe to, all the training and experience your

technicians have, and learn how to communicate that value to your clients.

Performing too many low priced menu services. We need to get out of the “Oil Change” world and into the “Maintenance Service” world. You can charge more for a maintenance service and the customer gets more value.

And lastly, all the non-essential verbal communication that eats away time in a day. By using well-implemented systems and procedures like a work order rack flow system and a proper write up process, you can nearly eliminate verbal communication between technicians and service advisors. The systems I am referring to, need training to be understood well, but they work miracles. How many times does a technician come to the front wanting to know when their parts are showing up? The way we write up a work order it has a section on it for the service advisor to write down who the parts are

coming from and the estimated time of arrival. The way a technician in our shops reports back to the service advisor includes a sheet with a complete parts list request on it. No longer do we order a timing belt and forget that we may need a water pump or a valve cover gasket or a set of pulleys, the technician has given us a complete shopping list. The first step for each of you is to measure how much time your technicians are actually working on vehicles and how much of that is being billed out properly. The second step is to measure where the rest of the time is spent. Your third step is to find ways to use systems, procedures and service advisors to make all time productive. In the example given above that would mean an extra $10,710 in labour revenue per month based on billing out two more hours per tech per day, after paying for a service advisor. And I promise you the stress level will be way lower as well for everyone, and that is worth more than money on some days. 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 Lee Meunier, Toll Free at 1-866-489-8228 (TACT) or by email Lee@proshopmanager.ca

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

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|| Sasso continued from page 28

be interesting and make a simple clear offer. Why should a prospect click your link or visit your shop? Make your message engaging. Google your keywords and study what others are doing. Don’t steal their copy, learn from them. I suggest you develop two ads that you run in rotation. After about a week or two, see which ad is doing best. Keep the best ad and rewrite the other. After another month, do the same and keep improving your ad every month until your feel it’s working for you. Domain Link: Your domain or URL link should not go to your home page. Instead it should go to a special “landing page” that relates to your offer or sales message. For instance, if your ad is about brake jobs, then your landing page should be about brake jobs, preferably with a special brake job coupon so you can track your results.

Setting Your Budget

In my opinion, budgeting is the hardest part of the Adwords campaign. There are two components: setting your per click bid and setting your overall budget. Per Click Bid: I suggest you start by focusing on what I call undervalued words. Those words tend to have a search volume somewhere in the middle and relatively low suggested bid. Once you get a hang of the process and refine your ad. You can start to bid

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Five Steps to a Better Local Search Ranking

When prospective customers search online for a service station or mechanic in their neighborhood, they’ll likely perform a “local search.” That is, they’ll type in a search term and their town or postal code, like “muffler shop M3C1V6.” When searching locally in Google, Yahoo or Bing, the first thing potential customers see is a list of businesses next to a local map. These “local search results,” are where you want your business to appear for customers searching for your garage or service station locally. Phil Rozek, founder of LocalVisibilitySystem.com, a resource for business owners who want to attract more local customers, offers these five steps to bump up your search engine visibility and local presence: 1.) Check your Web site. Does it include several keywords that people might use to search for your business? Find popular search terms by using Google keywords: goo.gl/RiypS (By the way, if you don’t yet have a Web site, build one. It will help you rank higher locally.) 2.) Create or “claim” your local page. This establishes that you’re the rightful business owner. Only create one listing for your business (though it’s fine to have one in Google, one in Yahoo and one in Bing). Also, be sure to put a link to your Web site on your local page. 3.) Refine your listing. Here are three quick tips for what to do on your local business listing once you’ve created or “claimed” it: Extend Your Title – Is your title or business name generic like “Fred’s Automotive?” Add a few descriptive or promotional words like “Repair Service,” “The European Import Experts,” or “Mufflers & Brakes.” Select The Right “Categories” – Choose at least one category. Don’t be afraid to select multiple categories — but only if they’re relevant like “tire shop,” “wheel alignment service” and “auto repair shop”. Create A Full Description – Use keywords and describe the unique features or benefits of your shop like “overnight drop off service” or “loaner cars.” Also be sure to include any important information like your hours of operation. 4.) Get listed on Review/Resource sites. Look at CitySearch, Yelp and other major review sites. Don’t see your business listed? Submit your information to each site for free. Be sure your address and phone are listed the exact same way as on your local pages. 5.) Use the free tool at CA.GetListed.org, which will instantly give you free, specific recommendations for how to improve your local visibility to Canadian customers in your neighborhood. So, while you’re working on your online marketing, don’t forget to think local.

13/06/11 10:55 AM

Sasso || on higher cost keywords. (Remember these are bids. You may not actually pay that price. Or someone might outbid you for the top spot.) “A best practice in setting a maximum bid for an ad group is to start high and lower that bid as necessary,” suggests Online Marketing for Dummies. A higher bid will give you a better initial rank as a new advertiser. Google uses an algorithm that is based on your bid amount and the number of clicks your ads average. So the more revenue you generate for Google, the more often your ad will appear. Daily Budget: Google asks you to set a daily budget. Once your budget is spent for the day, your ads will not show again until the next day. Let me warn you: don’t bet your shop on an Adword budget you can’t afford. There are no guarantees in advertising and a few cents a click may not seem overwhelming, but it can add up fast. I just touched on the basics of Adwords here. For a more in-depth Adwords tutorial see RedFly’s You-

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Tube video at http://bit.ly/redfly1. (It’s informative and Sinéad’s Irish brogue is fun.)

Review, Revise, Repeat

One of the biggest benefits of SEM is that you can measure your results and adjust your campaign. I suggest you check your Adwords dashboard often. You also should ask every new customer where they heard about you and track that. A good tracking technique is to have your Adword link go to a “secret” page with an exclusive coupon. Then you can count hits to that page and redemption of your coupons to count your results. I hope I haven’t overcomplicated or oversimplified the process. Running an Adwords campaign can be simple, but it’s definitely not easy. So, I suggest you focus on the basics then expand your program as you gain confidence. Still feel you need help putting together or managing your Adwords campaign? Google now offers free tele-

phone sign-up support (http://google. com/adwords/phone-signup/) to make the Adwords set-up process quicker and easier. If you want someone to manage the whole process for you, a Google Adword Certified expert can help you for a fee (search for them at https:// adwords.google.com/professionals/ search/). Whether you do it yourself or work with a professional, done right launching a Search Engine Marketing campaign can help you affordably attract new customers. Sounds like a fairy-tale ending, eh? SSGM

Phil Sasso is the president of Sasso Marketing (sassomarketing.com), an automotive aftermarket advertising, public relations and Internet services agency. He’s also a speaker and strategist. Sign up for his free weekly marketing tip email at philsasso.com/blog.

June 2011 SSGM 37

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|| Ride Control continued from page 14 products, agreed that a complete arm and joint assembly offers many advantages to vehicle owners and technicians alike “On some occasions, the arm is not serviceable due to the number of times the ball joint has been replaced or replaced with a low-quality ball joint or pressed in a diameter not to spec,” he added. “Or pressing out the ball joint on an angle or using a heavy shot peen hammer to knock the ball joint out that will distort the arm. “Finally, it adds confidence to your alignment because the arm is new and you will be able to adjust the angles, caster, camber and toe with precision, the vehicle will drive straight and true and will improve vehicle handling.” Another welcome trend in the ride control aftermarket is growing vehicle coverage, especially on the European nameplate side. This is opening up new revenue streams for service shops. Bill Dennie, director of ride control channel management with Tenneco Inc., makers of the Monroe line of shocks and struts, said Tenneco

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Tenneco’s Monroe OESpectrum shock works on the company’s ‘Twin Technology Active Control System,” an internal damping control technology which uses an Impact Control Valve to give more driver control and a Low Speed Tunability piston design that helps isolate noise, vibration and harshness.

started shipping in February the Monroe OESpectrum line of struts to reach that foreign nameplate market. The feedback on the new struts, according to Dennie, has been very positive as technicians and drivers have “felt the difference in regard to the ride and, more importantly, consumers have noticed they have gotten control of their vehicles, bringing them back to the OE-style of ride without the harshness that is associated with some other aftermarket products. “This is the result of Tenneco’s ‘Twin Technology Active Control System,” an internal damping control technology which utilizes an Impact Control Valve to give more driver control and a Low Speed Tunability piston design that helps isolate noise, vibration and harshness. The external dimensions of the unit are also identical to Tenneco’s existing Sensa-Trac and Reflex units, added Dennie. This makes selling the units easier to vehicle owners as well as making the installation a snap. SSGM

www.ssgm.com

13/06/11 10:46 AM

SSGM BAYWATCH New Products Amsoil Introduces New Z-ROD Synthetic Motor Oil Amsoil Inc. now offers synthetic motor oil engineered specifically for classic cars, muscle cars and other high performance applications. Available in 10W-30 and 20W-50 viscosities Z-ROD Synthetic Motor Oil features high-quality synthetic base stocks and a proprietary additive package tailored to prevent wear and provide maximum protection during storage. Z-ROD oil is formulated with high levels of zinc, and zinc is critical for wear protection in the flat-tappet engines of classic cars and other earlier-model high-performance vehicles. Z-Rod provides exceptional protection for flat-tappet cams, lifters and rockers. Damage from rust and corrosion due to long periods of storage is another issue common to classic and vintage cars. Z-ROD Synthetic Motor Oil is formulated with a unique blend of rust and corrosion inhibitors to ensure maximum protection during storage. Amsoil Inc. www.amsoil.com

2011 VDO TPMS Catalog Showcases New REDI-Sensor Multi-Application Sensors and Expanded Coverage The new VDO 2011 TPMS Replacement Parts Catalog has been significantly expanded to include the latest additions to one of the industry’s leading TPMS replacement parts programs. The new VDO catalog, which has been released by Continental Commercial Vehicles & Aftermarket, manufacturer and supplier of VDO OE-engineered TPMS replacement parts, showcases the new VDO REDI-Sensor multi-application sensors as well as expanded TPMS OE application coverage on domestic, European and Asian vehicles. The 2011 catalog also features a separate application section for tire pressure sensors and an illustrated guide with individual listings for sensor assemblies, service kits and wheel bands. The 2011 catalog delivers the full line of VDO TPMS service parts and includes descriptions, photos, illustrations, technical and ordering information, installation tips, service kit guide, make/model index, an OE Cross Reference and REDI-Sensor OE Cross Reference. VDO www.vdo.com/usa

FIND YOUR FUTURE IN OUR FRANCHISE. Together, with our recognized name, state of the art business systems and operations support, we can help you get into a business of which we believe you can be proud. Find out today about becoming a Certigard franchisee.

Call us at 1 888 541-7632

“Highest overall Customer Satisfaction among Service Provider Brands” JD Power and Associates 2010 Canadian Customer Commitment StudySM

Certigard received the highest numerical score among service providers in the proprietary J.D. Power and Associates 2010 Canadian Customer Commitment StudySM. Study based on responses from 14,573 consumers measuring 30 providers and measures opinions of consumers who had their vehicle serviced at the dealership or after-market facilities. Proprietary study results are based on experiences and perceptions of consumers surveyed January-February 2010 and June 2010. Your experiences may vary. Visit jdpower.com A Suncor Energy business

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Trademarks of Suncor Energy Inc. Used under licence.

June 2011 SSGM 39 Franchisee Ad_3.375” x 9”_Franchise Publication

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SSGM BAYWATCH New Products

Bosch Offers New Compact Battery Chargers The intelligent, portable C3 and C7 chargers from Bosch provide-battery charging that is quick, easy and safe, whenever required. These compact battery chargers feature the latest charging technology and self-monitoring function as well as ease of use, and are suitable for all types of lead-acid batteries with voltage ranges of 6/12 Volts with the C3 and 12/24 Volts with the C7. Features include: Versatile and fully automatic, C3 and more powerful C7 micro computer controlled battery chargers feature and easy to use one-button operation. Both chargers are suitable for any lead-acid, AGM, wet or gel batteries. The chargers are controlled by an internal MCU (micro-computer unit) for automatic monitoring and intelligent charging at all times. When a battery is fully charged, either charger switches automatically to maintenance mode (trickle charging), and can be left connected to the battery to keep a high charge level when a vehicle is not being used. The larger, semi-professional C7 charger also offers a Regeneration Mode to recover a short term, deeply discharged

battery, as well as a power backup function which supplies continuous power to the vehicle’s electrical system while replacing the battery. The Bosch charger’s comprehensive safety features include overcharge, spark, short circuit and reverse polarity protection to ensure the safety of the operator and the health of the battery. If an abnormal situation occurs, the chargers switch automatically to standby mode. Batteries exhausted by leaving the headlights on overnight, for example, can be revived with the Refresh or Boost function of the C7. Re-charging is possible provided that the sulphation (crystal formation) process has not gone too far. Bosch www.boschusa.com

Fel-Pro PermaTorque MLS Gaskets With LaserWeld Technology

Canadian Distributors

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Federal-Mogul engineers have developed a sophisticated head gasket “stopper layer” technology that represents the automotive aftermarket’s new standard in cylinder head sealing. The company’s innovative LaserWeld stopper layer design is now available in Fel-Pro PermaTorque multi-layer-steel (MLS) head gaskets for a broad range of late-model automotive engines. The new LaserWeld feature provides a precisely determined limit to the compression of the multiple layers within an MLS head gasket while ensuring proper sealing stress between the cylinder head and block. This helps reduce head lift commonly encountered in many late-model engines, prevents gasket damage and ensures a superior combustion seal. The technology was developed at Federal-

Mogul’s sealing technology center in Burscheid, Germany, and proven in NASCAR Sprint Cup engines. Nine of the 12 cars in last year’s Chase for the Sprint Cup — including series champion Jimmie Johnson’s #48 Chevrolet — were equipped with Fel-Pro PermaTorque MLS head gaskets featuring LaserWeld technology. Federal-Mogul www.federalmogul.com www.ssgm.com

13/06/11 11:29 AM

SSGM BAYWATCH New Products

New OTC DEF Refractometer Ensures Proper Operation of the SCR System In order to meet new requirements for NOx standards on diesel engines, most diesel engine manufacturers have chosen to utilize Selective Catalytic Reduction (SCR) technology. SCRequipped engines require a solution known as Diesel Exhaust Fluid (DEF), a urea solution, to enable this process. The 5025 refractometer is a portable, precision, optical instrument used for measuring the DEF concentration. When a liquid sample is placed on the prism, the light passing through it is bent. The more concentrated the liquid, the more the light will bend. It contains a reticle, or scale, that is

enlarged through the eyepiece to measure this light; and the values on the scale have been established to evaluate the DEF condition. According to Adamson, simply place a small liquid DEF sample on the refractometer prism, look through the eyepiece, and read the scale, which has been specifically calibrated for DEF. The OTC 5025 kit includes the Refractometer, a dropper, the lens wipe cloth, instructions and a quick reference guide. It also includes a screwdriver and a durable case. Additionally, SPX is pleased to announce that two new upgrade kits are now available for the OTC DPF Cleaner (P/N 5280). These new upgrade kits include coverage for Detroit Diesel (P/N 556889) and Navistar (P/N 558181) engines. This expanded coverage underscores SPX’s leadership in DPF cleaning and ensures that its customers have the broadest possible coverage of filters. OTC Tools www.otctools.com

MotorVac introduces the next generation of EVAP Leak Detection Technology The new MotorVac Cool Smoke with New “Cold Smoke” Technology (Model No. 500-0100) does not use a heat source to generate its UV Dye Enhanced Smoke. The no-heat source means that the Cool Smoke produces a high density smoke immediately (no warm up time required) and does not require the use of nitrogen or other inert gases to prevent possible explosive combustion within the Smoke machine, experienced by some competitors units while testing EVAP systems. The MotorVac Cool Smoke unit features a Dual Mode leak detection feature, allowing for the option of testing for leaks with or without the requirement for smoke at the push of a button. Additional features include pressure and vacuum leak diagnostics, automatic shut-off, easy read flow gauge, smoke solution with UV enhanced dye, accessory kit and www.ssgm.com

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powerful 50 watt light to easily locate leaks. The cabinet design allows for the storage of all accessories, making it convenient to store & easily locate adapters and caps when performing leak tests. UView Ultraviolet Systems Inc. www.uview.com

June 2011 SSGM 41

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SSGM BAYWATCH New Products

New Corsa Exhaust Systems Corsa Performance Exhausts announced new cat-back performance exhaust systems for the 2011 Dodge Challenger SRT-8 and 5.7L R/T, the Dodge Charger 5.7L R/T and the Chrysler 300C 5.7L. Featuring Corsa’s Reflective Sound Cancellation (RSC) technology, the exhaust systems deliver a bold sound with no interior resonance. Available for both manual and automatic transmissions, Corsa’s new Dodge/Chrysler exhaust systems come in two sound levels for today’s enthusiasts: the Sport sound level that delivers a robust, aggressive tone, and the more race-inspired, muscular Xtreme exhaust note. The Dodge Challenger SRT-8 and 5.7L exhaust systems, which feature a dual rear exit design with Corsa’s rectangular GTX 2 Tips to enhance the car’s muscular appearance. In addition, Corsa offers the Charger 5.7L R/T dual rear exit exhaust system with Twin 3-inch Pro-Series Tips in Sport (14525) and Xtreme (14522). The Chrysler 300C dual rear exit design exhaust system is available in Sport (14535) and Xtreme (14537) and features 4.5-inch ProSeries Tips. Featuring a straight-through, nonrestrictive design for maximum performance, the premium exhaust systems deliver a performance gain of up to 10 rear-wheel horsepower and 13 lb.-ft. of torque. The exhaust systems are crafted in the United States from premium stainless steel, and all tips are double wall, highly polished stainless steel laser etched with the

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Corsa logo. Complete installation hardware and instructions are included. Corsa Performance Exhausts www.corsaperformance.com

www.ssgm.com

13/06/11 11:30 AM

SSGM BAYWATCH New Products

New Pentosin Technical Fluids Guide Features Vehicle Specific Car and Truck Application Specifications

High-Performance Portable Refrigerant Leak Detector

Tracer Products has introduced the TP-9360 PRO-Alert, a portable CRP Automotive has introduced the 2011 Pentosin Technical refrigerant leak detector that Fluids Guide for car and truck applications. This new six-page features high-performance guide features a quick reference and overview of Pentosin’s heated-diode sensor technology wide range of fluids and provides vehicle specific application to accurately detect refrigerant specifications and service recommendations for antifreeze, leaks down to 0.25 oz per year brake fluid, central hydraulic fluids, engine oils, and (seven g/year). The PRO-Alert transmission fluids. Coverage includes models from Aston features dual-sensitivity controls — a high-sensitivity setting Martin, Audi, BMW, Bentley, Chrysler, Freightliner, Jaguar, when initially checking the general leak area, and a low-sensitivity Land Rover, Lexus, Mercedes-Benz, MINI, Nissan, Porsche, setting to hone in on the exact leak site. It is self-calibrating to Saab, Scion, Toyota, Volkswagen, and Volvo. neutralize background contamination, sensitive to both R-12 and CRP Automotive R-134a refrigerants, and certified to meet SAE J1627. Its variablewww.pentosin.net intensity audible alarm and flashing LED help pinpoint leaks fast. The cordless, compact PRO-Alert is specifically designed to make leak detection efficient and easy. Simply turn it on and it’s ready for inspection — instantly. Its 17 in (43 cm) long, chrome-plated, flexible metal probe easily slithers into tight spots and holds its position for more thorough inspection. It includes a powerful, builtin positive displacement pump that draws a test sample into the detector for fast, accurate sensing. The PRO-Alert comes complete with sensor, replacement filters and two D-cell alkaline batteries (included), conveniently packed in a rugged plastic carrying case. Tracerline www.tracerline.com

We stock parts for all popular JDM imports, including: Daihatsu, Honda, Isuzu, Mazda, Mitsubishi, Nissan, Subaru, Suzuki and Toyota. Rocky Mountain Imports Ltd is a BC based company that specializes in providing OEM and Aftermarket replacement parts for JDM (Japanese Domestic Market) Vehicles. Over the years, we have developed one of the largest local inventories of parts so that you can get the part that you need in days rather than weeks. Website: www.rockymountainimports.net Call us toll Free: 1-800-921-4JDM (4536) E-mail us at: rockymountainimportsltd@gmail.com www.ssgm.com

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June 2011 SSGM 43

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SSGM BAYWATCH New Products

Bosch ESI[tronic] Update Expands GM Coverage Bosch has issued a major update to its industry leading ESI[tronic] automotive database software. The 2011/2 update, which is available now, dramatically increases the repair shop’s capabilities servicing General Motors vehicles, and the update has added thousands of new codes and data parameters in the program’s Snaplist, including more function tests, more OBD controls and more diagnostic trouble code information than ever before. The update includes extensive relevant domestic data on Buick, Chevrolet, Cadillac, GMC, Hummer, Oldsmobile, Pontiac and Saturn General Motors vehicles, Ford/Mercury, Chrysler, and Dodge/Jeep vehicles, as well as relevant updates on Toyota, Lexus, and Honda Asian vehicles, and Audi, BMW, Mercedes, Volvo, and Volkswagen European vehicles. ESI[tronic] includes comprehensive coverage for popular domestic,

Asian and European vehicles, and this latest update powers up the shop’s capabilities using Bosch’s award winning KTS 340 scan tool as well as the KTS 570 and KTS 670. The system utilizes a uniform user interface on the majority of Bosch diagnostics systems, and quarterly updates keep subscribers abreast of the latest information available. Bosch’s ESI[tronic] database software provides its 60,000 subscribers with up-todate, relevant service and repair data on 60 types of electronic systems in over 230,000 models from more than 120 vehicle manufacturers, six months after the market launch of a new vehicle. Bosch www.bosch.com

Beck/Arnley Offers Genuine OE Fluids for Asian Imports Beck/Arnley announced it has developed a comprehensive line of high quality OE fluids that are specifically designed for

Asian vehicles, including Hyundai, Kia, Mazda, Toyota, Lexus, Scion, Subaru, Nissan, Infiniti, Acura and Honda. Beck/Arnley’s advanced line of OE fluids includes: Premium OE Automatic Transmission Fluid, a superior quality formulation of highperformance, base oils and carefully selected additives that are chemically balanced to help protect seals and “O” rings, provide corrosion, rust and wear protection and give oxidation resistance for prolonged life; Premium OE Fully Synthetic Motor Oil, designed to maximize performance and extend engine life by providing high temperature protection and reduced engine wear; Premium OE Power Steering Fluid for Honda/Acura Applications formulated to help noise reduction and improve power steering performance; and Premium OE Antifreeze/ Coolant manufactured with the highest quality materials that won’t damage coolant systems. Beck/Arnley www.beckarnley.com

Bosal Manifold Catalytic Converter Line Offers Expanded Coverage Bosal USA Inc. now offers wider coverage with its growing manifold catalytic converter line. Bosal can now provide replacement manifold converters for popular domestic and import cars, SUVs, vans, and light trucks from 1982 to 2008. Applications include Chevrolet, Chrysler, Dodge, Ford, GMC, Honda, Hyundai, KIA, Lexus, Lincoln, Mazda, Mercury, Mitsubishi, Nissan, Saturn, Suzuki, and Toyota. The converters are 49-state OBDII EPA compliant and quality built to deliver OE style direct-fit and form. They feature heavier 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 USA Inc. www.bosal.com 44 SSGM June 2011

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www.ssgm.com

13/06/11 11:32 AM

SSGM BAYWATCH New Products

Rotary Lift Introduces Wireless Mach 4 Rotary Lift’s new Wireless Mach 4 mobile column lift does away with cords and cables. Each Wireless Mach 4 column is powered by batteries and communicates with the other columns wirelessly. As a result, technicians no longer have to worry about knocking the lift out of service by running over the cords or getting one hooked on a truck bumper. Wireless Mach 4 also reduces trip hazards and makes lift set-up a snap. Wireless Mach 4 is faster and easier than other mobile column lifts to set up, operate, troubleshoot, retrofit, and update. Technicians using Wireless Mach 4 make one trip around the lift at the beginning of a shift to turn it on and configure it, and then they spend the rest of the day concentrating on vehicle maintenance and repair. Technicians can operate the entire lift using the control panel on any of the columns. The panel features an intuitive graphic layout of the column set-up, on-board diagnostics, easy-to-read LEDs and one-touch controls. Wireless Mach 4 is available in sets of four or six columns. Each column has a rated lifting capacity of 18,000 lbs. and is powered by two deepcycle marine batteries. Lifting and lowering of all columns is automatically synchronized. Wireless Mach 4 can raise a vehicle

70 inches in just 78 seconds. The lift can be used anywhere in the shop — including wash bays — as well as outside. Rotary Lift www.rotarylift.com

Rislone Liquid Copper available to the aftermarket Rislone Liquid Copper Block Seal and Radiator Stop Leak permanently seal major cooling system leaks. Specially formulated to repair large leaks, Rislone Liquid Copper works in gaskets, radiators, heater cores, intake manifolds, blocks, heads and freeze plugs. Liquid Copper (p/n 31109) uses an advanced antifreeze-compatible sodium silicate liquid glass formula so no draining of the cooling system is required. It works with all types and brands of antifreeze, including conventional green or blue (silicate-based) and extended life red/orange or yellow (OAT/HOAT) coolant. Other stop leaks, including other copper formulations, are not anti-freeze compatible. Liquid Copper stops leaks by forming a physical seal using organic and synthetic fibers, copper and an ionic-modified mineral. The seal forms as the coolant and product flow through the leak. A wetting agent cleans the sides of the hole or crack to prepare the surface for bonding. The first fibers catch on the side of the leak, building on each other to bridge the entire hole. The fibers then act as a sieve to trap more fibers, copper particles and minerals to create a composite seal. The seal is cemented with liquid glass. As the temperature increases, the liquid glass hardens to make the seal permanent. Liquid Copper will not harm the cooling system when properly installed, nor will it clog the cooling system or heater core. Rislone www.rislone.ca www.ssgm.com

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QUANTEX Technologies Inc. 1-877-630-5190 IN PARTNERSHIP WITH OIL

LAUNCH A

USED OIL

COLLECTION PROGRAM USED OIL RECOVERY VACUUM TRUCK SERVICE FILTER & ANTIFREEZE RECYCLING FOR CASE ’N DRUM CUSTOMERS

1-800-265-7642 INDUSTRIAL • COMMERCIAL • AUTOMOTIVE

TM R egistered Trademar k of UPI I nc., used under Licence.

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Automotive Internet Directory

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

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 Carcone’s Auto Recycling and Wheel Refinishing www.carcone.com With over 32 years of experience Carcone’s Auto Recycling & Wheel Refinishing is your one stop for quality recycled products and wheel refinishing needs. Call today at 1-800-263-2022 or visit us on line at www.carcone.com

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”.

ADVERTISERS’ INDEX

Advertiser Page # Website ACDelco. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48. . . . . . . . . . . . . . . . . . . . . . . . . . . . www.ACDelco.com AIA Canada. . . . . . . . . . . . . . . . . . . . . . . . . . . . 37. . . . . . . . . . . . . . . . . . . . . . . . . . www.aiacanada.com Aisin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 . . . . . . . . . . . . . . . www.aisinaftermarket.com/ssgm Best Buy. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33. . . . . . . . . . . . . . . . . . . . . www.bestautosolutions.ca CARS. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17,26 . . . . . . . . . . . . . . . . . . . . . . . . . www.car-council.ca Ellis Industries. . . . . . . . . . . . . . . . . . . . . . . . . . 43. . . . . . . . . . . . . . . . . . . . . . . . . . . . . www.ellisind.com FORD Company Canada. . . . . . . . . . . . . . . . . . . 9 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . www.ford.ca Identifix. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3,5. . . . . . . . . . . . . . . . . . . . . . . . . . . . www.identifix.com Imperial Oil. . . . . . . . . . . . . . . . . . . . . . . . . . . . 25. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . www.mobil.ca Launch. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38. . . . . . . . . . . . . . . . . . . . . . . . . . . www.launchtech.ca Monaco Group . . . . . . . . . . . . . . . . . . . . . . . . . 36. . . . . . . . . . . . . . . . . . . . . . . . www.monaco-group.ca Monroe. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13. . . . . . . . . . . . . . . . . . . . . . . . . . . . www.monroe.com MOPAR. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . www.mopar.ca NGK Spark Plugs. . . . . . . . . . . . . . . . . . . . . . . . 11. . . . . . . . . . . . . . . . . . . . . . . . . . . . ngksparkplugs.com Petro Canada Certigard. . . . . . . . . . . . . . . . . . 39. . . . . . . . . . . . . . . . . . . . . . . www.petro-canada.com Quantex Technologies Inc. . . . . . . . . . . . . . . . 45. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . www.quantex.ca Robinair. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 . . . . . . . . . . . . . . . . . . . . . . . . . . . . www.Robinair.com Rocky Mountain Imports . . . . . . . . . . . . . . . . 43. . . . . . . . . . . . . . . www.rockymountainimports.net Ross Tech LLC. . . . . . . . . . . . . . . . . . . . . . . . . . . 40. . . . . . . . . . . . . . . . . . . . . . . . www.VCDS-ProKit.com Shell Canada. . . . . . . . . . . . . . . . . . . . . . . . . . . 19. . . . . . . . . . . . . . . . . . . www.shell.ca/fuelmypassion UniSelect. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21. . . . . . . . . . . . . . . . . . . . . www.uniselectcanada.com Valvoline Oil Canada . . . . . . . . . . . . . . . . . . . 29,31 . . . . . . . . . . . . . . . . . . . . . . . . . www.valvoline.com Veyance Technologies. . . . . . . . . . . . . . . . . . . 15. . . . . . . . . . . . . . . . . . . . . . . . . www.goodyearep.com VL Communications. . . . . . . . . . . . . . . . . . . . . 41. . . . . . . . . . . . . . . . . . . . . . . . . . . . www.vlcomm.com Wakefield Canada . . . . . . . . . . . . . . . . . . . . . . 23. . . . . . . . . . . . . . . . . . . . . . . . . . . . www.wakefield.ca 46 SSGM June 2011

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

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.

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

Go to www.ssgm.com to see the latest technical videos and tools tests with SSGM Magazine’s Technical Editor Jim Anderton.

www.ssgm.com

13/06/11 11:34 AM

YOU CAN’T MAKE HISTORY WITHOUT THE RIGHT PARTS MOPAR . A LEADER IN THE FAST LANE … AND SERVICE LANE … FOR THREE GENERATIONS. ®

Whether your passion is racing, restoring, customizing ing or cruising, success starts with your vehicle’s parts. That’s why you’ll ﬁnd Mopar parts at the heart of so many championship teams, custom restorations and personal vehicles. Mopar parts. Unmatched quality. Unrivaled dependability. Made to ﬁt. Made to work. It’s why Mopar continues to be one of Canada’s best-loved automotive brands. For the right part for your vehicle, see your local Chrysler, Jeep , Dodge and Ram dealer, or check out the full line-up of Mopar parts and accessories at www.mopar.ca. ®

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99-5305 I Client: ACDelco I Project: ACE Trade Ad I Date: 11-03-08 I Trim: 8 1/8 x 10 7/8” I Bleed: 1/8” I Colours:

K I Ad#: ACD-ACE-11-4CF-500-EN

CMG MARKETING • 1125 Leslie St, Toronto, Ontario M3C 2J6 • T 416.646.3050 • F 416.646.3051

I Docket#:

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