SSGM Service Station and Garage Management READ BY AUTOMOTIVE REPAIR SHOP OWNERS AND TECHNICIANS SINCE 1955
MARCH 2012
Scan Tools
• Battery Maintenance • Selling the Belt
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SSGM what’s inside March 2012
Vol. 42 No. 2
Service Station and Garage Management
EDITOR Tom Venetis
(416) 510-6790 tom@ssgm.com
TECHNICAL EDITOR Jim Anderton jim@ssgm.com CONTRIBUTING WRITER Nestor Gula 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
See Page 12
PRODUCTION MANAGER Steve Hofmann (416) 510-6757
See Page 20
PRINT PRODUCTION MANAGER Phyllis Wright
Scan Tool Mix Makers of scan tools offer a range of products for today’s shops . . . . . . . . . . . . . . . . . . . . . 14
Batteries
VICE PRESIDENT CANADIAN PUBLISHING Alex Papanou PRESIDENT BUSINESS INFORMATION GROUP Bruce Creighton
What you should know about taking care of today’s batteries . . . . . . . . . . . . . . . . . . . . . . . . 20 AWARD-WINNING MAGAZINE
Belts Replace everything so you won’t have an angry comeback . . . . . . . . . . . . . . . . . . . . . . . . . . 24
TACT Team Management How saying a simple ‘Hello’ can help you with your customers . . . . . . . . . . . . . . . . . . . . . . . 32
Shop Profile Michael Colacci believes building customer relationships is the key to success . . . . . . . . 44
Departments Editorial. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6 News. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .8 Jim’s.Rant. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .30 Baywatch . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .33 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 .”
In association with CANADIAN
AUTOMOTIVE Member of
Technician
Inc.
HEAD OFFICE Business Information Group 80 Valleybrook Drive Toronto, ON M3B 2S9 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 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
True and False Fronts I
By Tom Venetis, Editor
Some get so close to the edge of truth and falsehood they forget Cicero’s dictum “that a wise man would do well not to trust himself on the narrow edge.”
f there is one thing that will cause apoplexy amongst shop owners and technicians is suggesting they’re out to defraud people. It’s an all-too-common perception among some consumers that car repairs are a license to be taken to the cleaners with unnecessary repairs or grossly inflated rates on simple services. Last year, CTV W5 featured a report showing a number of service shops that were suggesting unneeded repairs and high-priced services for what, in reality, were simple problems that should have been spotted quickly and fixed in a matter of minutes with nothing more than a screwdriver. Another report has recently surfaced that will likely have many fuming once more. In the February 27th issue of Wheels.ca, a reader wrote about a timing belt failure that resulted in engine damage and a high repair bill. The vehicle owner wrote that the technician who did the repair informed him the vehicle never had its timing belt replaced in accordance with the manufacturer’s maintenance interval. You are thinking: “Too bad buddy. You should have had it replaced and now you are paying for it.” The kicker is that the owner wrote he did have the belt replaced earlier at the appropriate time at another service shop; and he has the invoice from that shop showing the work was done. There is not enough information in the article for me to know where the truth resides in this matter. This story is troubling because it plays into the perception that this industry is filled with fraud and people are out to mislead and gouge consumers. Truth be told, the majority of shop owners and technicians are deeply honest, hard working professionals who treat people fairly and with respect. Many will go the extra mile to help a truly in-need person, going so far as not to charge for some work or to discount services. However, there are some shops out there that do not inspire that kind of confidence or reflect the best-practices of the industry. They are dirty, ill-equipped and have such out-of-date signage you have to wonder if the motor oil they are pouring into your vehicle is from the 1950s. Others do such a poor job communicating with customers that many are left wondering what exactly is wrong with their vehicle and what they are paying for. Customers have complained to me that they have encountered technicians or shop owners who get so close to the edge of truth and falsehood they forget Cicero’s dictum “that a wise man would do well not to trust himself on the narrow edge.” And who has not come across news of a shop doing shoddy work or having a history of questionable practices that leaves a sour taste in one’s mouth. Sometimes, in an effort to defend our industry, we are too quick to go on the defensive, especially when accusations of chicanery are brought forward. Yes, we want to support the team, to put up a united front; but we should not let that deter us from calling out practices and behaviours that diminish everyone.
What do you think? Have your say and speak your mind! letterstotheeditor@ssgm.com 6 SSGM March 2012
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|| News Briefs Beck/Arnley Timing Kits, Repair Components Help Save Time, Money Technicians know that installing timing components is not a cheap, fast or easy task. Having all of the correct components at hand for a timely repair is essential. That’s why Beck/Arnley provides a full line of timing products that are available either as a kit for the complete job or sold as individual repair components. Beck/Arnley’s timing kits provide everything that a technician needs for the complete repair within a single purchase. There are 152 kits available in the 029-1000 series, covering 2,208 import applications. All of Beck/Arnley’s replacement kit components provide top quality, direct OEM style form, fit and function. The kits include the timing belt and tensioner(s) needed for the specific applica-
Tenneco Emissions Control Workshop
Tenneco’s Walker Emissions Control Diagnostics Workshop now features an even heavier emphasis on diagnostic emissions control strategies and diagnosing drivability repair issues. Tenneco has partnered with Automotive Training Group (ATG) to bring this unique training experience to professional technicians at more than 40 locations across North America during 2012. “This is an exciting year for participants at the Walker Emissions Control Diagnostics Workshop,” said Chuck Osgood, manager of training and sales operations, North American aftermarket, Tenneco. “The enhancements we’ve made to this program will enable any aftermarket professional to gain insight into diagnostic strategies for catalytic converter replacement, preventative emissions maintenance and more. What technicians learn at the seminar, they can put to use the very next day in their shops.” The Walker Emissions Control Diagnostics Workshop, a strategic seminar in engine management and emissions control diagnostics, educates aftermarket professionals through classroom lecture. Many sessions also will include an interactive lab demonstration. Professional technicians will gain insight into critical strategies for diagnosing converter replacements and 8 SSGM March 2012
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tion because it is important to replace the tensioner(s) with the timing belt. Tensioner bearing wear is not usually visible and a failed tensioner bearing will cause timing belt failure, which can lead to catastrophic engine damage. A complete repair means savings on returns and warranties. “With Beck/Arnley timing belt kits, technicians can get their repair jobs done quickly and easily,” said Tom Fritsche, director of product management. “The kits help reduce labor claims and save valuable time on component look-up. Beck/Arnley makes it possible for technicians to get the timing products they need to meet their import application needs, from one source.” failures; preventative emissions maintenance; evaluating scan tool data and analysis of emissions gasses; plus other critical emissions control repair and diagnosis tips and more. Participants will have an opportunity to study realworld engine management cases, learning evaluation and repair techniques from an experienced ASE-certified Master Technician with L1 Certification. The 3.5-hour evening seminar costs US$70 per person and includes an indepth Emissions Control Diagnostics Workshop Training Manual. For the complete Walker Emissions Control Diagnostics Workshop schedule and information on other Tenneco training initiatives, please contact your Tenneco supplier, visit http://www.walkerexhaust.com/events/ events_default.asp, or call (800) 3048878.
ACDelco Introduces Advantage Tie Rods
ACDelco has introduced the Advantage line of tie rods, with 345 part numbers. They are part of the all-new ACDelco Advantage family of aftermarket chassis components for budgetconscious customers. ACDelco Advantage tie rods feature: Full-ball type stud for improved performance; coated for corrosion resistance; and heat-treated finished ball ends, and CNC-machined housing. ACDelco Advantage tie rods are
manufactured at TS16949-certified facilities to ensure consistent, high quality; and undergo extreme impact/wear fatigue testing. The entire ACDelco Advantage Chassis lineup is launching with more than 1,000 part numbers focusing on the top-selling product categories. Parts are stringently tested to ensure that fit, form and function are similar to original equipment service parts. With ACDelco Advantage Chassis parts, installation hardware is included, when needed, and all parts are backed by a 12-month, 12,000-mile parts warranty. Eligible members of the ACDelco Professional Service Center program may provide additional customer assurance including labor and roadside assistance. Learn more about ACDelco Advantage chassis and other ACDelco chassis parts at www.acdelco. com/parts/chassis.
CARQUEST Names John Kahut Senior Vice-President Independent Sales
CARQUEST U.S. president Mike Broderick announced that John Kahut, vice-president, Paint & PBE Operations and Sales, CARQUEST U.S. has been named senior vice-pesident independent sales for CARQUEST U.S. “Kahut brings 36 years of experience and leadership in the automotive aftermarket,” said president Mike Broderick. “In his many years with the Company, he has gained broad knowledge and expertise in sales, operations and supply chain, which makes him the perfect match for this position.” Kahut began his career with CARQUEST in November 1986 as an account executive in Lakeville, Minnesota, and shortly thereafter became warehouse manager of the Lakeville Distribution Center. He served as operations manager in both Nashville, Tennessee and Marshfield, Wisconsin. Kahut spent over seven years as an Independent Store sales manager in Albany, GA and Marshfield, WI. He also served as vice-president DC Operations Eastern Region and corporate vice-president operations JV Store Group. Prior to CARQUEST, Kahut worked for GTC Auto Parts in River www.ssgm.com
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|| News Briefs Falls, Wisconsin and Moody Chevrolet, Buick & Cadillac also in River Falls, Wisconsin.
Delphi Launches Instrument Clusters
Delphi Automotive announced the launch of remanufactured instrument clusters for a variety of GM applications from 1996 to present. Part of an integrated engine management system, Delphi instrument clusters provide critical vehicle data including odometer reading and speed, engine temperature and RPMs, battery voltage and oil pressure. “In many cases, critical dimension data is not available to properly remanufacture clusters, so while main functions may work, there is the potential for certain features to be compromised,” said Mark Shasteen, vice-president, independent aftermarket, Delphi Product & Service Solutions. “However, as an OE supplier Delphi engineers have data and calibration expertise, which means technicians using our remanufactured instrument clusters can trust they will get fully functioning features and displays for each GM make and model.” All Delphi cluster cores are remanufactured with the same OE parts, engineering and high quality standards used during original manufacturing. Without those OE product specifications and software, some competitors can only conduct simulation testing to validate functionality. Delphi is able to go one step further by conducting parametric testing at the electronic component level to ensure proper operation and longer-term reliability. In addition, offering a reliable remanufactured aftermarket product helps support the environment by effectively reusing existing product instead of throwing it away. Technicians replacing instrument clusters on GM vehicles can send the defective part to Delphi’s U.S.-based remanufacturing center. Delphi’s data system conducts an initial analysis, which captures the odometer reading, serial and VIN numbers, customer complaint, the technician’s diagnosis and other pertinent information. 10 SSGM March 2012
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Mister Transmission announces another Win Your Repair winner Mister Transmission informed another happy customer that they won their repair. The Win Your Repair program is in its third year. It first began in January 2009. The contest allows all Mister Transmission customers an opportunity to enter their name for a chance to win back the cost of their repair, up to $2,000. A winner’s name is pulled every quarter. The contest is open to all Canadians, and is a national program. This years’ first winner is from Moncton, After initial testing, a Delphi technician replaces defective components at a reassembly station using OE parts. Parametric testing at the electronic component level — as well as cold testing if needed — validates operation under all vehicle conditions. Each cluster arrives into the shop fully programmed and calibrated with critical information, such as steering wheel control functionality and the customer’s odometer reading — critical because clusters cannot be stocked due to legally mandated odometer-setting requirements. Engineered intelligently and with dimensions designed to fit the right model, the clusters install easily with no additional time-consuming steps. Delphi instrument clusters fit a wide variety of popular GM applications for technicians’ next customer order including: • Cadillac Escalade – Chevrolet Silverado • GMC Sierra Denali – GMC Yukon • Chevrolet Avalanche – Chevrolet Suburban • HUMMER H2 – Chevrolet Tahoe • Pontiac Bonneville – Chevrolet Cavalier • Chevrolet Blazer – GMC Jimmy • GMC Sonoma – Buick Regal
Statement by Honda Canada Regarding Power Tailgate Strut Recall: 2008 and 2009 Honda Odyssey
Honda Canada will voluntarily recall approximately 2,790 model-year 2008 and early-2009 Odyssey EX-L and Touring vehicles in Canada to replace the two power tailgate struts.
New Brunswick. Mr. Jeff Long of Sackville, New Brunswick brought his vehicle into the Mister Transmission on Main Street in Moncton, for a transmission repair. Mr. Long submitted his ballot online and his name was pulled for this January’s winner. He was presented a cheque this past month from the franchise owners of Moncton’s Mister Transmission, Gene Lewis and Chris Kennedy. Jeff was reimbursed up to $2,000 of his transmission repair (including taxes). The gas-filled struts that help to raise and support the tailgate of vehicles equipped with a power tailgate system may be prone to early life failures. A strut failure may result in the tailgate closing under its own power, possibly unexpectedly, with the potential risk of injury and inconvenience to users. Two injuries, related to this issue, been reported in North America. Honda Canada is announcing this recall to encourage owners of all affected vehicles to take their vehicles to an authorized dealer as soon as they receive notification of this recall from Honda. Mailed notification will be sent to customers. In the interim, owners can determine if their vehicles will require repair by going on-line to www.honda. ca/recalls or by calling 1-888-9466329.
Pirelli Appoints Paolo Ferrari Chairman, CEO Of NAFTA Region
Pirelli has appointed Paolo Ferrari as chairman and chief executive officer of Pirelli’s NAFTA region with the goal of driving the group’s growth and further strengthening its commitment to its US, Canadian and Mexican operations. Ferrari joins Pirelli from the Telecom Italia Group where, among other roles, he headed M&A and international business development. Before joining the telecommunications group, Ferrari held positions in investment banking and consulting. Ferrari’s experience in cross-border management as well as his expertise in leading multinational operations will www.ssgm.com
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|| News Briefs WORLDPAC Training Institute (WTI) Partners with Autologic Diagnostics for 2012 National Conference and Tech Sessions (NCTS) Autologic Diagnostics, in partnership with the WORLDPAC Training Institute (WTI), announced the 3rd annual Autologic National Conference and Tech Sessions (NCTS) happening March 8-11, 2012 at the M Resort, Spa and Casino in Las Vegas, NV. The event offers advanced training classes on BMW, Mercedes Benz, Land Rover, Volkswagen/ Audi, Porsche, Volvo, and Shop Management. “One of Autologic’s prime differentiators is the technical support and training we provide for our customers,” said Kevin FitzPatrick, chief executive officer of Autologic Diagnostics Inc. “The NCTS is an important annual event for both Autologic and our customers, delivering a ton of valuable technical training in a span of a few days. Our NCTS events have been incredibly popular. With a sell-out crowd, the 2012 NCTS promises to be the biggest and best yet! WORLDPAC’s involvement with the NCTS is not only beneficial to Autologic customers but cements the on-going relationship between our make a significant contribution to Pirelli’s growth in the region. Matteo Battaini will focus on the role of NAFTA region chief operations officer. Battaini’s 20 year experience in Pirelli and strong background in demand planning, supply chain and product management will prove essential in overseeing and maximizing the region’s operations necessary to support the aggressive growth plan.
Wakefield Canada Inc. Named One Of Top 50 Best Small, Medium Employers In Canada
Wakefield Canada Inc. has been named among the Top 50 Best Small and Medium Employers in Canada. Ranking in the top half of the list again this year, Wakefield Canada has emerged as a Canadian business leader by grasping an opportunity for excellence in the automotive aftermarket. The study, now in its seventh year, is published in the Globe and Mail. “We’re delighted to receive this accolade for a fourth straight year. This recognition is particularly important because it is based on the feedback that every member of Wakefield had 12 SSGM March 2012
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two companies in providing first-class technical training to independent technicians.” Mario Recchia, WORLDPAC’s sr. vice-president of marketing, adds, “The WORLDPAC Training Institute (WTI) is committed to ensuring the future success of the aftermarket by providing the very best advanced training for premier independent service professionals. WORLDPAC is also committed to providing our customers with the most advanced tools necessary to correctly and efficiently service today’s complex vehicles while remaining competitive in the marketplace. Autologic provides solutions for both which makes sponsoring and supporting the NCTS event a true partnership.” To learn more about Autologic or their National Conference and Tech Sessions (NCTS) contact (877) 945-6442 or visit the US training page at www.autologic.com. To learn more about the WORLDPAC Training Institute (WTI) or WORLDPAC contact (800) 644-9129 or visit www. worldpac.com/training. an opportunity to provide during the employee survey process,” said Bob MacDonald, president, Wakefield Canada Inc. “Our seventh anniversary will be celebrated this summer; we are delighted how far our company has come during this period and are committed to build an internal culture that continues to be recognized by our employees as a “great place to work” added MacDonald. Becoming a Top Best Small and Medium Employer is a very detailed and competitive process. This national awards program recognizes top employers with between 50 and 400 employees. This study mirrors the renowned Best Employer in Canada initiative run by partner, Hewitt Associates; however, caters to smaller businesses. The rankings are primarily determined using the results from Employee Opinion Surveys. Here, 18 key engagement drivers are detailed and analyzed. The evaluation process also includes the assessment of organization practices and perspectives from the leadership team. This year, more than 250 companies across Canada registered to participate
in the study. Study partners include Queen’s School of Business, Queen’s Centre for Business Venturing and Aon Hewitt Associates. More information about the Best Small & Medium Employers in Canada is available online at http://business. queensu.ca/qcbv/sme.
AARO Introduces New Student Bursary for the Automotive Trades
The Automotive Aftermarket Retailers of Ontario (AARO) announced a new program aimed at getting more students working in the automotive trades. They are making five $2,000 bursaries available to students to enter or further their studies that will lead to a career in the automotive aftermarket industry. “AARO is investing in our youth to ensure we have people in the trades,” said Diane Freeman, executive director of AARO. “Helping to fund youth to enter this great industry is something near and dear to my heart.” Applicants must either be a graduating high school senior or have graduated from high school within the past two years. They must be enrolling in a collegelevel program, university or an accredited automotive technical program through either a CAMPE (Canadian Association of Motive Power Educators) college or a CARS-approved institute. The bursaries are funded by the Ontario Automotive Recyclers Association (OARA) and OARA Members will help with the selection process. “It is important to auto recyclers to have a healthy and vibrant auto repair industry, and we couldn’t think of better partners than the AARO group. They continue to do great things for their Members,” said Steve Fletcher, OARA executive director. Rudy Graf, AARO president and owner of Graf Auto Centre comments that “This is the first for AARO and we are proud to be working with OARA to help drive growth in young people entering the trades.” Applications will be posted on the news continues on page 28 www.ssgm.com
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|| Scan ToolS
Scan Tool Mix Simple or complex, shops should have a mix on hand to improve diagnostics and shop productivity By Tom Venetis, Editor
A
t last year’s AAPEX/SEMA show in Las Vegas, the range of scan tools was something to behold, from entry-level to the most sophisticated and comprehensive models. Shop owners face a challenge of deciding which kind of scan tool is best for their service operation: does a simple tool suffice and should every technician have one or should one invest in a more comprehensive but expensive tool; should one invest in a mix of tools or should one find scan tools focusing on specific makes and models of vehicles? 14 SSGM March 2012
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No purchase necessary. Contest Period begins January 15, 2012 at 9:00 AM Mountain Time (“MT�) and closes on April 15, 2012 at 11:59 PM MT. Maximum approximate retail value of the trip to the 2012 Canadian Grand Prix in Montreal is $21,350 Canadian. A total of 1 trip and 90 daily prizes to be won (one to be awarded each day for the Contest Period, each consisting of $125 Canadian in Tim Hortons gift cards). Skill-testing question required. For complete contest rules, privacy policy and entry details, visit www.retailers.winwithmobil.ca. Mobil and Mobil 1 are trademarks of Exxon Mobil Corporation or one of its subsidiaries. Imperial Oil, licensee.
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|| Scan ToolS
It is a difficult decision to make as scan tools are a significant and critical component of a shop’s operations. “Prior to making a purchase decision, shop owners and technicians should perform a review of current scan tool(s) and the current mix of vehicles being repaired,” said Bob Pattengale, senior account manager, Workshop Tool and Equipment, Bosch Diagnostics Business Unit. He outlines two critical steps for this. The first is the shop owner and technicians should review the vehicle repair mix for 1996 and newer vehicles over the past three years. What percentage of 1996 and newer GMs were worked on three years ago and is it the same today? “What will the shop owner learn from this exercise? They will be able to determine if the vehicle mix is changing and if they need to consider adding scan tool coverage for these vehicles.” Shop owners and technicians should also have a “wish list” notebook listing the features and capabilities they are looking for in a scan tool. This list can help in the final decision of what scan tool or mix of tools will be appropriate. “No purchase decision should be made without this information,” added Pattengale. One important aspect of vehicle technology to keep in mind when deciding on scan tools is how the onboard computer systems are evolving. Many of today’s onboard systems do more than simply monitor vehicle health and throw codes when something is starting to go wrong or fails. In many cases, the onboard systems are critical in maintaining vehicle operations and have to be updated, reset and reflahsed for even the simplest of maintenance work. “We are going through a profound change in this industry, where a few years ago we used scan tool to fix vehicles,” said Ed Lispscom, OTC senior product manager with SPX Corp. “The computer sophistication now has gotten so advanced that the computer has moved to the maintenance continued on page 18
The OTC 3111 OBDII and ABS scan tool offers Code Connect and is compatible with all 1996 and newer vehicles, and includes enhanced code requests and data stream for GM, Ford, Chrysler and Toyota. 16 SSGM March 2012
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A Smarter Scan Tool OTC’s 3111 is light, compact and has an interesting trick up its sleeve By Jim Anderton, Technical Editor There are lots of scan tools on the market theses days, from Canadian Tire DIY code readers to OEM specials costing thousands of dollars to buy and maintain. In between lies the bulk of the market: handheld, professional tools that are priced to live inside a tech’s personal toolbox, but powerful enough to let that tech diagnose tough problems. OTC’s 3111 is a good example and SSGM tested one recently to see if the lightweight, compact unit is a good choice for professional use. The OTC 3111 ships in a zippered case much like a small netbook or tablet computer, but the unit is itself small, barely larger that a tech’s hand, but with a large for its size and easy to read backlit LCD display. Buttons are mercifully large and click positively, so you won’t be skipping past the menu you want, and importantly, the data cable is permanently mounted to the unit with a very large and strong strain relief, removing a source of breakage and data error common with lightly-built scan tools with separate, detachable cables. The cable is also properly molded with instrument-type flexible jacketing, a step up from hard, unyielding vinyl. Built primarily for 1996 and up vehicles, the OTC 3111 handles DTC’s as well as ABS and CAN issues, including light diesels. Diagnostic modes are many with conventional systems scans backed up with both real time and memory data logging for drive mode analysis as well as readable graphics courtesy of that big LCD screen. The big rick up the OTC 3111’s sleeve, however, is the big button in the middle, labeled Code Connect. Push this one after the scan and the tool displays the most common repair associated with that code for the specific vehicle and engine you’re working on. It’s as if there’s a technical chat room or iATN connection built into the tool. This will be huge for apprentices and younger techs, as well as experienced staffs who are working on a vehicle they don’t see often. SSGM used the tool on an F-150 with an intermittent misfire and for this simple diagnosis, the Code Connect system correctly pointed to the coil pack . . . and it’s surprising how reassuring it is even when you feel you know the answer right away. It’s a useful tool for experienced techs, and a real timesaver and additional training aid for younger workers. The OTC 3111 is Windows XP and Vista compatible and ships with software and a standard USB cable for PC hookup. www.ssgm.com
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|| Scan ToolS
continued from page 16
ECM/PCM. It is understood that new vehicles may have drivability issues when and service area.” new due to ECM and PCM calibration To understand that shift, take a look deficiencies, J2534 re-flashing is a must at a simple maintenance procedure such “You can’t charge a battery in have for today’s shops.” as replacing or charging a battery in This increasing vehicle sophistication one of today’s new BMWs. It is hardly a BMW 2001 or newer without then begs the question, what kind of straight-forward anymore. doing a battery reset.” scan tool is best? It might seem that the “You can’t charge a battery in a BMW Ed Lipscom, sr. product manager, SPX answer is the most sophisticated one you 2001 or newer without doing a battery can buy. That, in reality, is not the case. reset,” said Lipscom. “The reason for While every service operation should that is that the charging systems on these have one or two comprehensive and vehicles are so sophisticated that they sophisticated scan tools to do the kinds charge a two-year-old battery differently from a new battery. If you don’t do a battery reset when of maintenance work needed on today’s advanced vehicles, installing a new battery, you can overcharge and damage there is a strong case to be made for having an array to scan that new battery. This kind of sophistication in the vehicle tools to cover different tasks and improve shop efficiencies. The OTC 3111 is made to help technicians quickly diagelectronics is now seen in even such maintenance routines as oil changes, brake bleeds and wheel alignments. You cannot nose and repair vehicle problems by providing them with a library of repair solutions, wiring diagrams and updated TSB do any of them without resetting the sensors.” Re-flashing is another part of vehicle work which has and factory recall information. The OTC 3111 comes with made the same move from only being done for a repair to Code Connect that Jennifer Grabowski, OTC product manregular maintenance. Bosch’s Pattengale makes the point ager with SPX Corp. said pulls and defines all codes and can that where once drivability issues were caused by problems or display all live engine data and connecting with over three failures of such parts as sparks plugs and wire sets, or timing million verified fixes. “That additional information allows technicians to quickand fuel delivery problems, “today, they can stem from the ly understand the problem happening in the vehicle and with CodeConnect you now have a way to find the most likely fix for that problem.” The best way to think of such a tool is to think of hospital triage, where a patient’s problems are quickly diagnosed and staff works to tackle the most immediate problems before moving the patient to other doctors to handle the more comcontinued on page 43
Ross-Tech popular VCDS scan tool is going wireless later this year. A preview of the technology shows it operating in a wireless tablet. 18 SSGM March 2012
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Bosch M-VCI with wireless adapter. www.ssgm.com
14/03/12 11:00 AM
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|| Batteries and Chargers
Putting a charge in ’er Specialized chargers work better with AGM batteries
M
ore and more vehicles are coming equipped with Absorbed Glass Mats (AGM) batteries as standard equipment. This is good for the industry as these batteries are lighter than standard batteries, non-hazardous and are virtually immune from freezing damage. AGM batteries are constructed with a fine fiber Boron-Silicate glass mat and the electrolyte is contained in this substance. AGM’s do not really have any liquid that will spill and because the mats are well-secured and tightlypacked they will withstand vibrations and even severe shocks better than the standard batteries that are in the market today. “AGM batteries have very little electrolyte or battery acid. The little electrolyte they do have is retained in a glass matt material whether they are spiral or flat plate technology design,” said Gary Mackey, the national accounts sales manager for Associated Equipment Corporation. “AGM batteries are also sealed so they don’t vent gases to the
environment. Because they are sealed, they can be mounted in any position and almost anywhere in vehicle, including the passenger compartment under the seats or even in the trunk.” Another important advantage of AGM batteries is the very low selfdischarge rate that is between one and three per cent per month on average. The battery can sit in storage on in a vehicle for longer periods of time without discharging. “The life expectancy of AGM batteries is several years longer than conventional flooded acid batteries, but the cost is higher than conventional batteries; however, that should come down over time,” said Mackay. “AGM batteries can be a great replacement for flooded acid batteries if you’re planning on holding on to the vehicle for a number of years.” The electrical benefits that AGM batteries deliver is due to them having very low internal resistance that, to a large extent, determines the battery performance and runtime. This lower resistance means there are fewer
The Bosch C3 and C7 chargers feature current charging technology and self-monitoring function. 20 SSGM March 2012
p 20-22 Batteries.indd 20
restrictions on the battery when it needs to deliver the required cranking power. The battery is also able to accept a charge more quickly. “Although AGM batteries have a lot of advantages over conventional flooded acid batteries the one big difference is they should not be charged with a conventional battery charger, even if it is an automatic charger,” said Mackey. “Conventional chargers on the 12V setting typically put out 16 to 19 volts. Typical flooded batteries need higher voltages to fully charge. However, AGM batteries, because they are sealed and have very little electrolyte or battery acid, cannot be charged at a higher voltage than 14.4 volts. A conventional charger can permanently damage an AGM battery in as little as one hour of charge.” Modern chargers are sophisticated, and do not just simply feed an electrical charge to a battery. The charger talks to it. “Today, most battery chargers have built-in safety features. A charger that immediately recognizes a defective
The OPTIMA Digital 1200 charger features an LCD display for charging, maintaining and fault mode indication. www.ssgm.com
14/03/12 11:02 AM
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|| Batteries and Chargers battery may not attempt to charge it for safety reasons,” said Kristin Rogers an account supervisor, for Optima Batteries. “Many newer battery chargers have settings specifically for AGM batteries and some even have separate settings for Optima RedTop and YellowTop batteries. Newer chargers incorporate newer battery technology. Many newer battery chargers, or Smart Chargers, have microprocessors that collect information from the battery and adjust the current and voltage accordingly. Some have different settings for charging traditional wet cell, flooded, gel and AGM batteries.” Even though new AGM battery technology has a much longer life expectancy than conventional flooded acid batteries, service stations should always monitor them and keep them charged properly to extend the battery’s life. “Our new Intellamatic Smart Charger have modes to perform what is referred to as deep discharge recovery of sulfated batteries by shocking the battery to help remove scaling on the plates in the battery,” said Mackey. “Intellamatic Smart Chargers are available in a number of sizes from 10 Amp up to 70 Amp output, are computer controlled and provide fully automatic operations. These chargers are polarity protected, Perform Deep Discharge recovery of sulfated batteries, automatically test for weak or defective batteries, and have state of charge LED lights letting the operator know where the battery is in the charge process. Several units have Boost Assist to jump-start vehicles and some even have a power supply mode for extended service procedures such as vehicle re-flashing or drivability diagnostics. In the power supply mode the charger/power supply delivers 13.7 volts of clean output. Intellamatic chargers will charge by battery type so they can handle every battery type from flooded acid, deepcycle, maintenance-free, Gel-Cell, and AGM batteries.” “The newer chargers incorporate microprocessors and they collect information on the battery. They adjust the current and voltage according to the battery. They are fairly straight forward 22 SSGM March 2012
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Associated’s 6007A chargerworks with Standard Automotive, Deep-Cycle, AGM and GEL Cell Batteries
The Model 9425 from Associated charges flooded, GEL and AGM batteries automatically.
to use,” said Rogers. “The OPTIMA Digital 1200 Battery Charger enhances the performance of Optima and other AGM batteries, recovers a deeply discharged battery and extends battery life. It also features an LCD display for charging, maintaining and fault mode indication. With a gauge that displays battery charging and fill rate with charger mode and fault messages, it offers one of the best user interfaces on the market. Other innovative features include an integrated LED work light with ergonomically designed DC charging clamps, quick set selections that prompt users with a quick and easy selection of charge profiles by battery type.” It also can charge your iPad, iPhones, camera and anything else that can be charged through a standard
USB connector. It will be available for purchase this spring. Bosch has the portable C3 and C7 chargers that feature current charging technology and self-monitoring function. They are suitable for all types of lead-acid AGM, wet or gel batteries with voltage ranges of 6/12 volts with the C3 and 12/24 volts with the C7. They are versatile and fully automatic, microcomputer controlled battery chargers that have an easy to use one-button operation. 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 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. If an abnormal situation occurs, the chargers switch automatically to standby mode. AGM batteries have been with us for about 15 years, but most likely will become an industry standard meaning shops should start to modernize their battery charging equipment and procedures. “First seen in the 1999 Corvette and 2000 Toyota Prius, AGM batteries were initially mostly found in specialty or higher-end vehicles. Now they are installed as original equipment by most vehicle manufacturers,” said Mackey. “Almost every vehicle manufacturer is using AGM batteries in some if not all of their vehicles, this includes domestic manufacturers such as General Motors and Chrysler, European manufacturers such as Mercedes, BMW, Jag/Land Rover, Volkswagen, and Asian manufacturers as Toyota, Lexus, Nissan, Infinity and a host of others. These new batteries are also popular in motor sport vehicles such as motorcycles, ATVs, snowmobiles, Jet Skis as well as heavy-duty trucks, farm and off-road equipment. It is estimated that there are nearly 20 million vehicles on the road today that came with an AGM battery as original equipment. This number is growing at between 15 per cent and 20 per cent per year.” SSGM www.ssgm.com
14/03/12 11:02 AM
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|| Belts
It’s not just the belt All components should be replaced when changing a timing belt By Nestor Gula
O
ne can argue all day and night about what is the most overworked component of a vehicle. Few will mention the timing belt. Here is a little thin strip of rubber compound that is whizzing about at high speed making sure everything in the engine works. To be fair, timing belt failures are not that common. But that is just a testament to the high-quality of engineer-
ing that has gone into making them. The old way of testing them by visual inspection is now long-gone. Because of how today’s belts are engineered and the new kinds of materials used in their making, manufacturers have instigated interval life spans for when it is time to replace the belts. “Timing belts are typically replaced at pre-set intervals according to the vehicle manufacturer’s recommendations,” said David Hirschhorn, director, brand management for CRP Industries Inc. “We do not approve of any timing belt testing methods used because in order to perform any tests on the belt it would have to be removed to assess the condition of the materials and the teeth. If a technician is going to take the time to investigate the condition of the belt they are better off just changing it. If the belt has been on the vehicle for an unknown time period or an unknown mileage interval, we recommend having it changed to avoid costly repair bills that a broken timing belt could cause.” There is no question, when a vehicle reaches a certain mileage, the belt should be replaced. The range for the interval on vehicles ranges from 60,000 to 100,000 kilometres but you should always check the specific requirements for each individual vehicle as a matter of course. Replacing the timing belt is not a simple job anymore. It is not like the old days when you could just leverage the Vehicle owners now have a way of understanding what all the parts are tensioning pulley to one side, in a timing belt system with this handy Gates display. slip the old one off and slip 24 SSGM March 2012
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the new one on. As with everything else in the world, things have gotten more complicated, complex and involved. Replacing a timing belt can be an arduous and lengthy journey for many vehicles. It makes sense then, while you are rummaging in the front end of the engine to do whatever other work is needed there. Replacing the other pulleys, the tensioner and water pump seems like a logical thing to do. “From my experience, if a timing belt needs replacement because it is at the end of its interval life, the components need replacement as well,” said Marc Therrien, an account executive with Veyance Technologies Canada, Inc. “The thought process is that if you are replacing a timing belt you should replace the components as well because it will reduce chances of a comeback because if a belt is replaced and one of the components seizes at the end of its life and then causes damage to the engine This is critical with interference engines because there could be valve damage when the piston hits the valve.” “There are still many vehicles that have interference engines and if the timing belt should fail on an interference engine that could result in catastrophic engine damage where you would have valve-on-valve damage and a major engine job on your hands. It could result in a complete engine replacement,” said Randy Chupka, director of marketing with Gates Canada Inc. “Do not recommend just replacing the timing belt. When replacing just the timing belt, the belt will be fine but one of the components within the system might fail and that timing belt job that you just did, you will have to redo it because you have to replace the failed component. Our approach www.ssgm.com
14/03/12 1:15 PM
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|| Belts is that the shops do the complete job and replacing the belt and all the components that are part of the system. The good shops are already doing the complete jobs. What the timing belt kit does is make it easier for the shops to source all the products they need for a complete timing belt job.” Timing belt kits are all designed for the specific cars and will give you everything you need to replace all the components. Although you can still buy the individual belts, no manufacturer recommends this. “Kits are very popular and what makes them important for the shop is that it allows the shop to do the timing belt job right the first time,” said Chupka. “In the past we just sold timing belts and the shops had to source all the other individual components spending probably up to an hour tracking down all the parts. It is a huge time saver for the shops wanting to do a complete job - it is just one call to their local parts supply store. All kits from the major manufacturers contain the timing belt or multiple
timing belts as is necessary, the tensioners and timing pulleys, idler pulleys and anything related with that complete timing belt job. Some will also have a water pump if the water pump is driven by the timing belt. Engines that have gear driven water pumps will not have a water pump included. “More than five years ago, a timing belt kit in our industry typically included the timing belt as well as all the idlers and tensioner bearings needed for the application,” said CRP’s Hirschhorn. “They now have kits with water pumps and hydraulic dampers, cam and balance shaft seals depending on vehicle and application. All the added components in these upgraded kits are often replaced with a timing belt service, making sense for service stations to use a kit that includes all the necessary components to complete the job.” Depending on the make, the kit can cost up to 500 dollars if it is complex and has a water pump. “A lot of shops will recommend that the complete components be replaced because
It is all about educating the customer. CRP Industries has this valuable and informative information sheet that can be used by service writers to explain how a timing belts works, why it is important to replace the belt regularly and what happens if you don’t do regular maintenance on the system. 26 SSGM March 2012
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the consumer is already spending the labour dollars to get to the timing components,” said Therrien. “The shop has gone through the labour of getting into the components, instead of just replacing the belt a lot of times the complete components will be replaced. We are seeing more and more shops changing the complete components once they get into there.” “Timing belt components are specific to each engine so the time needed to install a kit varies greatly,” said Hirschhorn. “On simple engines the kit might be able to be installed in less than an hour, but on some vehicles with more complex systems it could take as much as four hours or more. Some engines use timing belt components that require critical steps during the installation process which in turn can cause issues for the installer.” All manufacturers have detailed instructions on properly installing all the components to ensure there are no comebacks on these critical repairs. At the end of the day the shop
This Goodyear Timing Belt Kit comes with OE-quality tenioners, belts and water pump. The timing belt can fit a wide range of cars, trucks, vans and SUVs. www.ssgm.com
14/03/12 11:04 AM
Belts ||
The Gates TCKWP329 Engine Timing Belt Kit with water pump.
might have to be explaining that this regular maintenance procedure, recommended by the vehicle’s manufacturer might cost the customer up to onethousand dollars. This is a big bite in the wallet. “If the service station quotes the customer a large dollar amount for the job without explaining everything
The Gates TCK 257 Timing Belt Kit is made to replace all worn components, not just the timing belt. It includes belts, idler and tensioner pulleys.
involved they’re fighting a losing battle,” said Hirschhorn. “But, if that service station educates the vehicle owner so that they understand the steps required and all the components that need to be replaced, they are more likely to get approval for the complete
ContiTech keeps your customers
job.” Most manufacturers have produced posters that can be hung in the shop’s waiting rooms so the technician or service writer can visually explain the complexity of the job to the vehicle owner. SSGM
With Original Equipment approvals for many American, Asian, and European auto manufacturers, and a strong commitment to product development, ContiTech brand automotive belts are unrivaled in form, fit, and function. Which means fewer returns for you. What’s more, ContiTech belts are now available in a variety of kits that include all the necessary parts to complete an installation — with Original Equipment quality water pumps (and hydraulic tensioners when applicable) available in our Pro Series line. So the next time you have to replace a belt, be sure to ask for ContiTech by name.
moving. Timing Belts • Timing Belt Kits • Serpentine Belts
Call 800.526.4066 or send us an email at contiinfo@crpindustries.com to find your nearest representative. www.contibelts.com www.ssgm.com
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© 2011 CRP Industries Inc. All rights reserved.
March 2012 SSGM 27
14/03/12 11:04 AM
|| News Briefs news continued from page 12 AARO Website (www.aaro.ca) or interested applicants or repairers can contact AARO directly at 1-800-2685400. The Ontario Automotive Recyclers Association (OARA) is a voluntary industry association representing 130 businesses primarily engaged in the acquisition of End-of-Life Vehicles (ELVs), their proper treatment and handling, and the subsequent recycling or re-use of the parts and materials recovered. www.oara.com 519-8588761. The Automotive Aftermarket Retailers of Ontario (AARO) is a not for profit association representing over 850 businesses in the automotive repair sector of our industry.AARO has been a voice for service providers for more than 70 years. www.aaro.ca 1-800-2685400.
Apprenticeship Community Comes Together to Address Skills Shortages
Shortages in the skilled trades are already having an impact on Canadian employers, issuing an early warning for the demographic crunch expected in the next decade. Construction, mining, energy, manufacturing and service sectors all report real and anticipated shortages that will pose a pan-Canadian challenge to the country’s economy. Addressing the challenge requires both awareness and commitment from stakeholders across Canada, including business, labour, educators and various levels of government. Apprenticeship contributes to solving skills shortages and provides opportunities for knowledge transfer from one generation to the next, while also engaging young people at a time when youth unemployment rates remain high. In preparation for its June 2012 conference, the Canadian Apprenticeship Forum has released a program focused on Apprenticeship: Strategies for Success. Showcasing the best in apprenticeship training and practices in Canada, the conference is a breeding ground for new ideas, solutions and partnerships. 28 SSGM March 2012
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The event will serve as a meeting place for apprenticeship stakeholders concerned about labour shortages among the people who keep Canada and its infrastructure working. The CAF-FCA 2012 Conference is a biennial event that is held in various locations across Canada. This year, the event will be held from June 3-5 in Regina, Saskatchewan. Presentations will focus on innovation, diversity and engagement. Conference website: www.caf-fca.org/conference.
Airtex Vehicle Electronics Video Tackles P0171 Challenge
The Technical Services team at Airtex Vehicle Electronics has released a fascinating diagnostic video that unlocks the secret to intermittent P0171 trouble codes on some Chevrolet Trailblazer models. The new seven-and-a-half-minute video, “P0171 Chevrolet Trailblazer Diagnostics,” explores the reasons for intermittent lean fuel conditions – and the resulting diagnostic trouble code – on a 2006 Trailblazer equipped with a 4.2-liter engine. “Inspector Tech,” a new figure in the Airtex Vehicle Electronics series, accepts the case after a vehicle dealership is unable to eliminate the issue by replacing O2 sensors and intake manifold gaskets. “As Inspector Tech reminds the viewer, it’s always a mistake to start replacing parts before you have collected all of the evidence,” explains Jim Gehl, technical services instructor for Airtex Vehicle Electronics. “In this case, both the dealership and an independent shop should have studied a number of parameters in the freeze frames and recorded movies available through their scan tools.” The Airtex team discovered that the vehicle consistently experienced a spike in long-term fuel trim after approximately eight minutes of operation following a cold start, indicating that excess oxygen was entering the exhaust system upstream of the front 02 sensor. Through additional research into the vehicle’s emissions control equipment, the team determined that the probable cause was a malfunctioning air solenoid control valve in the vehicle’s secondary
air injection system. This system helps reduce catalyst light-off time by introducing pressurized fresh air into the exhaust stream during cold warm-up. A comparatively inexpensive new air solenoid control valve solved the problem. “This is great example of the value of performing a truly comprehensive diagnosis using modern equipment,” Gehl said. “Two service providers had spent hours trying to solve the problem without having all of the necessary data. More importantly, they had lost the confidence of the vehicle owner.” The new program is the latest in a series of nearly 25 hands-on diagnostic case study videos available through the “Tech Tools” link at www.airtexVE. com. These videos also are available through the Airtex Vehicle Electronics channel at www.YouTube.com. For more information regarding Airtex Vehicle Electronics diagnostic resources and the company’s comprehensive range of replacement vehicle electronics, please visit www.airtexVE. com.
ACDelco’s 2012 — Get Started Spring Battery Rebate
ACDelco is pleased to announce the 2012 ACDelco Spring Battery Rebate Promotion, running from March 1 – April 30, 2012. ACDelco is offering a $3 rebate on all light duty and automotive batteries*. A minimum purchase order of 15 batteries per rebate redemption is all that is required to qualify for rebate. Simply fill out the redemption form and submit to promotion headquarters. All Canadian Independent Service Centres (ISCs) are eligible to participate. Visit www.techconnectcanada. com, or contact your ACDelco Battery Distributor or the ACDelco Info-Line at 1-800-26-DELCO to find out how you can participate as well as for complete rules and regulations. * Marine, utility, heavy duty, and Power Sport batteries do not qualify for rebate. SSGM
For more news visit our website: www.ssgm.com www.ssgm.com
14/03/12 10:58 AM
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|| Jim’s Rant
Where are the Diesels? I By Jim Anderton, Technical Editor
It’s great that a Silverado dually can tow a D9 Cat, and it’s cool that you can order a Dodge Ram with an engine that belongs in a dump truck, but what about the rest of us?
’ve said it before and I’ll say it again: Where are the diesels? Yes, Volkswagen has built a tidy niche market with compression ignition engines, especially the Jetta, and Mercedes also has a diesel history. But for mainstream manufacturers in North America, diesel is only for massive full size pickups. It’s great that a Silverado dually can tow a D9 Cat, and it’s cool that you can order a Dodge Ram with an engine that belongs in a dump truck, but what about the rest of us? Years ago I attended an Alberta press event for the launch of the then new GM diesel pickup line. It was most impressive, with power beyond anything even a building contractor could possibly need, along with speed and relatively good fuel economy for large, dually pickups. Technology was, and is, excellent, but I couldn’t help thinking, why not saw the engine in half? A four cylinder diesel, maybe 3.0 L or 3.5 L, with a small diameter turbo, and it should be possible to power a half ton with plenty of towing power for most uses and adequate speed with great fuel economy. It could even be cheaply developed. Readers of a “certain age” might remember that International Harvester’s little Scout SUV had a four cylinder that was simply one bank of the V-8, and Pontiac even earlier sawed their 389 in half to make a four for the then-new Tempest. The advantages are considerable. A half V-8 could be machined and assembled on the same transfer lines and assembly plants as the V-8s. Much of the engine dress and accessories could be common. Engine and transmission mountings could be very similar too, and pickups are still easy to package with adequate under hood space and rear-wheel drive. The main reason engineers and marketing people give for the lack of diesels in light duty vehicles? “There’s no demand,” they say, claiming that people don’t want the inconvenience of finding fuel in urban areas and that they won’t pay the additional cost. For a 2L subcompact, this makes sense, but the fuel savings, longevity and higher residual value of a “big four” turbo-diesel halfton might make it a popular choice. Everywhere else in the world, small diesel pickups are the norm. I’ve met African techs who have never worked on a gasoline engine in their lives. And with direct-injection gasoline technology going forward, there should be less of a cost premium to building diesel engines. There are lots of Asian Class 4 trucks on our streets now with small, efficient diesel engines. Why not for light trucks? No market? I think it’s there for the picking.
What do you think? Have your say and speak your mind! letterstotheeditor@ssgm.com
30 SSGM March 2012
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|| TACT TeAm mAnAgemenT
Hello, May I Help You!
By Murray Voth, TACT (Total Automotive Consulting and Training)
I
t is very easy to get caught up in the latest technology, marketing and management fads. Many small businesses, including automotive service providers, get distracted from the fundamentals that brought them their original success. ‘Social Media’ is one of these buzzwords/phrases. Many shop owners think, or are convinced by the purveyors of these products and technologies, that this will be the silver bullet that will save their business. I am not against these technologies, or any technology for that matter. However, I see technology, as a way to enhance my skills, traits, and strengths, not replace me or the fundamental hard work and principles that apply to life, relationships, work and business.
Why Social Media?
What triggered these thoughts is an experience I had where I needed to make a series of phone calls to a large number of shop owners. Yes, actual phone calls; no emails, text messages or Facebook posts. What I found was that in over half of the phone calls, the person answering the phone did not give their name or the name of the business. Half of these were the actual shop owners. Business phone etiquette for decades has always been, “Good Morning, Peninsula Motors. Murray speaking. How may I help you?” I actually only got a full phrase like that less than 10 per cent of the time. In addition, when an employee answered the phone and I asked to speak with the owner — Yes, I did tell them who was calling — most of the owners themselves, answered with: “Hello” “Yup” and in several cases with a “Yeah” 32 SSGM March 2012
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that had a tone that said, “What do you want? Why are you are bugging me?” My point here is that if you cannot make the effort, take the time or even feel like answering the telephone professionally, then what in the world is social media going to do for you? Are you going to be as antisocial electronically as you are on the telephone? Social media is not magic. It is just a different way for people to interact with each other; and if you are unkind, rude, or indifferent with social media, people will be just as uninterested in your business as they would be if they were on the phone or in person with you. Word gets around no matter what the medium. A friendly greeting and a sincere offer to help goes a long way, regardless of whether it is a Tweet, or phone call, or the acknowledgment of a customer when they walk in the door of your establishment.
Why do customers come to you?
What causes a customer or client to choose your business in the first place or return to your business for a repeat visit? I know that this is a multi faceted question, but we are going to focus on two facets. As a customer, do I feel welcome, wanted and appreciated; and do I feel like you have taken the time to listen to my concerns and that you clearly understand them. What makes a customer feel welcome, wanted and appreciated? This would include a new customer and a repeat customer. First of all, how do you acknowledge them either in person or on the phone? Do you greet them in a way that they feel you are engaged with them, or are they just another
hassle or interruption in your day? Are you organized enough to take the time with them when they drop their car off? What kind of a waiting area and bathrooms do you have? I know that this topic has come up in this industry countless times, but I still see countless shops that seem to be unaware of how poor the image of their business is. I heard a great story this week about a shop in Toronto. They had their fair share of female customers, but wanted to grow that aspect of their business. They painted their waiting area and replace the floor tiles and got some new waiting area furniture. Their current female customers started asking for business cards in order to refer their friends who had not used this shop yet. Think about this: you all have customers that come to you because they trust you, like you, see value with your service; yet, they will not refer some of their friends and family because they don’t want to look bad. They can tolerate the less than modern waiting area, but their friends are strangers to you and they don’t want to introduce you to them till you have on your Sunday best. I believe that one of the challenges facing our industry is that fact that we are technical people. As technical people we understand how things work, in particular, the automobile. We understand all the large and small intricacies of how a vehicle functions, how it wears, how it breaks and how to service and repair it. However, because we think that all people are like us and we think that most people understand vehicles. This can’t be further from the truth. As the vehicle has become more complex and as we have become www.ssgm.com
14/03/12 11:07 AM
SSGM BAYWATCH New Products
Link Tools Announces Black Knight Locking Link Tools has introduced the Black Knight tool line. The tools were developed in response to a request for very low profile locking tools and their patented, springloaded locking plunger creates a wedge effect when a pull force is exerted on the socket or tool attachment, thereby providing many times the holding force of the standard spring-loaded ball detent of old-style tools. The Black Knight tools are available in different drive sizes and are chrome-plated with knurled, titaniumcoated quick-release collars at every connection. Link Tools www.linktools.com
New PT110ADGK Angle Grinder Kit The new Snap-on Angle Grinder Kit (PT110ADGK) includes all the tools and accessories needed to perform a multitude of grinding jobs faster and more efficiently. The new Snap-on PT110A 1/4-inch die grinder features a series of improvements that have made this indispensible tool more durable, yet lighter and more comfortable to use. It features 25,000 RPMs of free speed with a dual tapered collet system and 1/3-horsepower motor. Snap-on www.snapon.com/powertools More Baywatch on page 36
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|| TACT TeAm mAnAgemenT more specialized as individuals in our own professions, less and less people understand the technology that we as shop owners and technicians deal with on a daily basis and take for granted. So when we are speaking with customers, we have a disconnect as wide as the Grand Canyon. In many cases, when a customer starts talking about price, it is because they have nothing else to talk about. Price will always be a stumbling block in any industry if the customer does not feel like they have been heard and if they do not understand how their money is being spent. My challenge to you in this article is to reconsider your process of making appointments and receiving customers at your shop. Ask your customer, “How may I help you? What is your concern with your vehicle?” Then listen carefully. Don’t worry if they don’t use technical language, coach them through what they are trying to communicate, try to duplicate the noises with your own voice or encourage them to do the same, but above all, look them in the
Social media is not magic. It is just a different way for people to interact with each other. Murray Voth, TACT
eye and give them your full attention. Make sure that before they leave after dropping off their car that you fully understand their concern and that they feel like you have listened. After the whole conversation is over, ask them one more time, “Do you have any other concerns with your vehicle?” Not all customers write lists when they bring their cars in and need to be prompted to think about their concerns. How many times have they phoned back right after you have finished their car and taken it off the hoist and said, “By the way….?” Now you have to scramble and things get organized. It is easy for us as technical people to jump to conclusions about how a customer’s car is malfunctioning or performing poorly based on the limited questions we ask them and the little time we take with them at the write up process. Many of us are rushing them
out the door as soon as possible so that we can talk to the next person in line. Just think of all the “comebacks” that have happened at your shop that could have been prevented by just taking more time and asking more questions. In many consumer surveys, the biggest reason customers do not return to a business, is that they did not feel like their concerns were addressed. Take a look through your database and see how many people have not been back in the last year or two. Then look up their history and compare the two. I guarantee that you will find that there was a communication breakdown in the repair process the last time they were in and that is why they are not back. We always assume someone does not return because of price. People do not return if they do not receive value. Value and price are very different things. There is a lot of value in listening well. 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 34 SSGM March 2012
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www.ssgm.com
14/03/12 11:07 AM
It started with a spark... but it’s our entire product line that has everybody talking.
For more information, visit densoaftermarket.com/ssgm ©2012 DENSO Sales California, Inc. All rights reserved. First Time Fit® is a registered trademark of DENSO Sales California, Inc.
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14/03/12 11:11 AM
SSGM BAYWATCH New Products
Raybestos Alignment Parts Catalog A new Alignment Parts Catalog for Raybestos brand Brakes – a member of the Affinia family of brands – is being released. The new catalog includes alignment parts coverage for domestic, import, passenger car, light-duty trucks, SUVs and hybrids, with model coverage as late as 2012. The Raybestos Alignment Parts Catalog is one part sales tool and one part training tool. It is designed to help technicians locate their favorite style of alignment product, which are precision-designed to optimize steering performance. The listing of available options is based on design preference, and all alignment specs are listed in the catalog. Late model coverage for Raybestos brand brake and chassis parts continues to expand. Raybestos www.raybestos.com/www.raybestoschassis.com
Federal-Mogul Introduces New Line in Oil, Air, Cabin Air Filter Categories Federal-Mogul has introduced its Champion brand to the automotive filtration category with comprehensive lines of oil, air and cabin air filters. The Champion line includes 53 oil and 183 air filter SKUs that provide 98 and 90 per cent coverage, respectively, of the North American passenger vehicle population. Champion oil filters are designed to provide optimal engine protection and service life through substantially higher multi-pass capacity and efficiency than comparably priced filters from other manufacturers. Each filter is engineered and constructed CARS AD SERIES 2010to meet or exceed original equipment specifications and features an optimized filtration media that HORIZONTAL trapsFORMAT 96 percent of contaminants as measured through the ISO 4548-12 multi-pass test procedure. 1/3 PAGE Federal-Mogul www.AlwaysaChampion.com
FIX IT RIGHT EVERY TIME ONLINE TRAINING FOR AUTOMOTIVE TECHNOLOGY PROFESSIONALS
CALL TODAY 1-855-813-2101 www.carsondemand.com Funded in part by the Government of Canada’s Sector Council Program
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www.ssgm.com
14/03/12 11:09 AM
SSGM BAYWATCH New Products
Rotay Lift SmartLift Shockwave System
Rotary Lift introduces a retrofit performance package that enables current SmartLift in-ground lift owners to step up to the added productivity provided by the company’s new Shockwave system. The Shockwave performance package improves lift performance with rise and descent times that are twice as fast a standard lift’s: just 25 seconds up and 19 seconds down. Productivity is further enhanced by the patent-pending Spotline laser spotting guide which enables technicians to more quickly and accurately position a vehicle for service. Rotary Lift introduced Shockwave-equipped SmartLift in-ground lifts and two-post surface lifts in November 2011. The new Shockwave performance package makes it possible upgrade any previously installed SmartLift SL210 in-ground lift. The package includes everything necessary to upgrade a SmartLift SL210 in-ground lift, including new hydraulic cylinders, DC power unit and controls, and Spotline laser. Rotary Lift www.rotarylift.com/Shockwave
Liqui Moly Top Tec 4200 Suited For A Wide Variety Of Cars The Liqui Top Tec 4200 5W-30. The Top Tec is suited for a multitude of Volkswagen and Audi models, as well as for several BMW, Mercedes and for most Porsche models. Top Tec 4200 is an all-season, lowfriction motor oil for vehicles with petrol and diesel engines with and without a diesel particulate filter. The combination of unconventional base oils using HC synthetic technology, together with the latest additives, guarantee a motor oil that provides exceptional protection against wear and reduces oil and fuel consumption, while ensuring fast oil delivery within the engine. Depending on manufacturer’s specifications and fuel quality, oil change intervals up to 50,000 kilometers are possible. In addition, it is well-suited even for gas fuelled (CNG/LPG) passenger cars. Liqui Moly www.liqui-moly.de www.ssgm.com
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Get in the action with the industry’s BEST product support program! •
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•
Get Rewarded for Sales with useful premiums and exclusive incentives
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Reward Yourself for Online Training Take the online tests to earn valuable rewards Contact your Monroe or Walker representative for details
www.expert-plus.com © 2012 Tenneco
March 2012 SSGM 37
14/03/12 11:09 AM
SSGM BAYWATCH New Products
Beck/Arnley Extended Life Pink Antifreeze/Coolant for Lexus, Scion and Toyota
www.vdo.com/usa
VDO: coverage, quality, and peace of mind When you choose VDO, you can be confident you’ve made the right call. VDO electric motors are ready to install right out of the box. Every one is built and tested to OE specs and is backed up by real OE engineering expertise. And, when it comes to coverage, no one beats VDO!
Beck/Arnley announces it has added premium OE extended life pink (50/50 pre-diluted) antifreeze/coolant to its comprehensive line of high quality OE fluids specifically designed for Asian vehicles. This new ethylene glycol based antifreeze/ coolant is formulated for Lexus, Scion and Toyota automobile engine cooling systems that specify the use of extended life pink antifreeze/coolant. Beck/Arnley premium OE extended life antifreeze/coolant utilizes Phosphated Organic Acid Technology, also known as Hybrid Organic Acid Technology (HOAT) contains no amines or borates and is free of silicates that may harm water pump seals and cause gel formation that could clog the radiator. Do not add water to this product. Beck/Arnley premium OE extended life antifreeze/coolant also provides corrosion and rust protection of water-cooled automobile engine cooling system components and meets ASTM D-3306. Beck/Arnley www.beckarnley.com
Cleaning Additive of Liqui Moly Restores Engine Performance
• Blower Motors • Radiator and Condenser Fan Motors • Cooling Fan Assemblies
Find your application online:
salessupport-us@vdo.com 800-564-5066
VDO - A Trademark of the Continental Corporation
Diesel engines are becoming increasingly common, for passenger cars and for light commercial vehicles alike. To preserve the original power and fuel economy, deposits should be removed from the injection system on a regular basis. Liqui Moly’s Diesel Purge is the additive of choice for retaining optimal performance. Diesel Purge does as the name suggests: it gives diesel engines a thorough cleaning. It was developed to dissolve deposits and improve the engine characteristics. It is highly effective against deposits in the injectors and in the fuel system. The risk of deposits increases when the quality of the diesel fuel is below optimum standards. Regular application of Diesel Purge helps to increase operational reliability and economy. In addition, Diesel Purge improves the ignition performance of diesel fuel (cetane number), prevents partial-load knocking, and protects against corrosion. Application is easy: just pour the can into the tank. It can also be applied in a preventative manner to prevent the formation of deposits right from the start. Liqui Moly www.liqui-moly.de
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www.ssgm.com 2/21/12 9:41 AM
14/03/12 11:09 AM
SSGM BAYWATCH New Products
PREMIUM CATALYTIC CONVERTERS
Rein Automotive Adds OE Hydraulic Engine Mounts To Anti-vibration Parts Program
THE RIGHT CONVERTER. THE RIGHT CHOICE.
CRP Automotive, a leading source of OE-quality replacement and service parts, has substantially expanded its line of Rein Automotive anti-vibration and suspension parts with the addition of new OE hydraulic engine mounts. Rein Automotive hydraulic mounts are a direct OE replacement for the components used by the OEMs. If the vehicle manufacturer has specified a hydraulic mount, that’s what the customer will get from CRP Automotive. Key vehicle applications are available for Audi, BMW, Mercedes Benz and Volkswagen. CRP Automotive www.reinautomotive.com
UNIVERSAL AND DIRECT-FIT FOR OBDII VEHICLES (1996 AND NEWER)
Monroe Quick-Strut Assemblies For Light Truck, SUV Models Tenneco has expanded its line of Monroe Quick-Strut replacement strut assemblies to cover nearly two dozen additional popular light truck and sport-utility vehicle models. The company, which in 2003 introduced the industry’s first all-in-one replacement strut assembly, offers significantly more assemblies, for more applications, than any other manufacturer. Each Quick-Strut unit features the Monroe brand’s exclusive application-engineered damping technologies, a precisely calibrated coil spring, robust bearing plate and other high quality parts designed to help restore the vehicle’s original ride and handling characteristics. The Monroe QuickStrut line includes Tenneco’s OESpectrum struts for foreign-nameplate applications, Sensa-Trac struts for domestic passenger cars and vans, and Monroe Reflex units for domestic light trucks and SUVs. Tenneco www.monroe.com
Application-engineered to address the emissions challenges of modern vehicles, Walker ® Ultra ® catalytic converters feature premium substrate materials and a high-technology washcoat.
CATALYTIC CONVERTERS
www.walkerexhaust.com @2012 Tenneco
March 2012 SSGM 39
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2/22/12 1:07 PM
14/03/12 11:10 AM
SSGM BAYWATCH New Products
Ultrasonic Diagnostic Tool “Hears” Problems Before They Lead to Breakdowns Tracer Products has introduced the Tracerline Marksman II ultrasonic diagnostic tool, a highly accurate instrument that converts and amplifies inaudible ultrasonic sound into audible “natural” sound. Now service technicians can easily hear sounds that signify problems such as air brake leaks, compressed air leaks, vacuum leaks, tire leaks and EVAP system leaks before they lead to major breakdowns. The Marksman II uses a twotiered approach to ensure accurate diagnosis. The ultrasonic receiver converts inaudible sound into audible sound using heterodyne circuitry. The Sound Signature Technology finetunes the audible sound into the natural sound emitted by the leak itself. A five-LED signal-intensity indicator and audible alarm easily pinpoint the exact problem source. The Marksman II is so sensitive that it can detect leaks from orifices as small as 0.004 in (0.1 mm) at 5.0 psi (34 kPa), from a distance of 12 in (30 cm). An Internal Noise Control feature buffers ambient noise, making it ideal for use in even extremely noisy environments.
Tracerline www.tracerline.com
Federal-Mogul Introduces Fel-Pro PermaDryPlus Intake Manifold Gaskets Federal-Mogul’s Fel-Pro gaskets brand now offers a proven solution to potentially expensive intake manifold gasket leaks encountered in a broad range of popular late-model light truck engines commonly used as tow vehicles by performance enthusiasts and sportsman racers. The brand’s innovative PermaDryPlus intake manifold gaskets feature advanced technologies designed specifically for the aftermarket repair environment, including Federal-Mogul’s world-class molded rubber formulations, which accommodate all types of coolants and oils. In addition, each gasket is engineered to resist the destructive forces of thermal expansion/ contraction, vibration and electrolysis and features a proprietary fluoroelastomer-encapsulated design that is ideally suited to these engines. PermaDryPlus premium intake manifold gaskets feature a high-strength aluminized steel edge-molded carrier with selfcentering torque limiters that prevent overtorquing during
installation. In addition, the new gaskets include multiple sealing beads around intake and coolant ports to ensure a long-lasting seal in virtually any situation. The gaskets’ steel carrier provides the strength needed to resist cracking and crushing, and the fluoroelastomer encapsulation provides exceptional fluid sealability. Fel-Pro offers this premium solution in complete intake manifold gasket sets. These sets also include, where applicable, a Fel-Pro PermaDry molded rubber valve cover gasket and all other parts needed for the sealing repair. Federal-Mogul www.federalmogul.com
Federal-Mogul Introduces Wagner ThermoQuiet Ceramic Brake Pads Federal-Mogul has again expanded its Wagner ThermoQuiet Ceramic line of replacement brake pads, with three new front pad sets now available for 2012 Honda Civic and Fiat 500 models and the 2011 Subaru Impreza. Federal-Mogul’s Wagner Brake team introduces new late-model coverage each month to help automotive service businesses address the brake repair needs of today’s most popular foreign nameplate and domestic vehicles. Available through leading parts providers throughout North America, Wagner ThermoQuiet brake pads feature proprietary, application-specific formulations developed within Federal-Mogul’s global friction technology network. Each pad also includes the company’s award-winning Integrally Molded Insulator (IMI) one-piece design and unique Wagner EDGE Laser-Shaped Friction technology, which help ensure superior stopping performance and quieter operation on a full range of foreign nameplate and domestic models. Federal-Mogul www.FMe-cat.com 40 SSGM March 2012
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www.ssgm.com
14/03/12 11:10 AM
SSGM BAYWATCH New Products
Gabriel Announces Availability Of Over 140 Premium ReadyMount Fully-Assembled SKUs The Original Gabriel (Ride Control, LLC), announced the availability of more than 140 Gabriel premium ReadyMount SKUs. All new ReadyMount designs are precision engineered and tested before being offered to the marketplace to ensure they meet Gabriel high standards and the real-world structural/safety demands placed on pre-assembled struts. All Gabriel premium ReadyMount designs are now available for order. The full list of ReadyMount parts and applications is included at the Gabriel.com website. The new ReadyMount parts are included in the current part search at Gabriel.com and the Gabriel mobile phone search accessed from any Smart phone at Gabriel.com. Ride Control, LLC www.gabriel.com
Snap-on 72-Tooth Round Head Ratchet If you are looking for a versatile and durable ratchet that works well in tight spaces and hard-to-get-at fasteners, then you need to add the new Snap-on 1/4-inch drive 72-tooth round head ratchet (TKN72) to your tool box. The Snap-on 1/4-inch drive round head ratchet (TKN72) features a compact head and short handle which provides great access in tight quarters. The 72-teeth provide a lower swing arc which means shorter movement between tooth engagements. The chrome handle makes it easy to clean. Snap-on www.snapon.com/handtools
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March 2012 SSGM 41
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SSGM BAYWATCH New Products
Bosch Workshop Cabin Air Filters For the first time, Filtration Americas – Bosch’s business arm that supplies filtration products to the North American aftermarket – has announced a brand new line of ‘Bosch Workshop Cabin Air Filters’ for the installer market in the United States and Canada. This new dedicated line of Bosch Workshop Cabin Air Filters is designed to bring traditional Bosch-quality fit and functionality to the installer segment. Usually located under the hood, behind the glove box, or under the dashboard, cabin air filters are designed to capture environmental contaminants such as pollen, dust and dirt that can potentially enter a vehicle’s interior through its heating and air-conditioning vents. Bosch Workshop Cabin Air Filters are 90 percent efficient in capturing contaminants 3 microns or larger and have the capacity to hold 15 grams of pollutants. One micron is one-millionth of a meter and 15 grams is the approximate equivalent of 36 standard-size paper clips. Bosch www.bosch.com
CLASSIFIED ADVERTISING
Purus Sales
Business Development Manager An opportunity exists for a driven sales professional who wants to take control of his/her own destiny, and has the desire to earn an above average income. As a leading distributor of Preventive Maintenance products, Purus Sales is looking to expand our Ontario sales team. We are currently looking to add bright, energetic, outgoing sales professionals. Candidates must have a strong work ethic, excellent communication skills, reliable transportation, and a passion to work in the automotive industry. Candidates should possess some automotive background experience; either as a Technician, Service Manager or Service Advisor would be ideal. Interested candidates should forward resumes to hr@purussales.com 42 SSGM March 2012
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For Sale
Automotive Service and Sales Operation – Main St. Warkworth, ON. 4 car shop + store, on water and sewer. Parking for 15 cars. C1 Zone or existing Industrial use. Great place to start your new business. Contact Mike Johnston @ 705-924-2011 or johnston.co@sympatico.ca www.ssgm.com
14/03/12 11:11 AM
Scan ToolS || continued from page 18
The Bosch Flasher Pro J2534 Programmer utilizes the manufacturer-supplied calibration files, available on their respective websites, and a shop’s PC to perform this function. Pass-through technology also frees up your scan tool for profitable vehicle diagnostics.
plex issues. Tools like the OTC 3111, or its sister tools the OTC 3108 and OTC 3109, can be used by the technicians or even the service writer to provide the customer with an accurate idea of what is troubling their vehicle and to produce an estimate of the needed repairs without having to borrow the more advanced diagnostic tools. “These tools are very fast operating and will give you a lot of very useful and important data, and a shop should have them available for their technicians,” added Lipscom. “Consider the price point. At an average of three-hundred dollars, you can buy a lot of these kinds of tools and by doing so increase your productivity per man, per bay if every technician has one at the ready.” Another thing to keep in mind when deciding upon a scan tool is wireless connectivity. With the near ubiquity of wireless handheld devices, from smart phones to tablets, many younger technicians expect the same from their scan tools. “Being tethered to a wire is a big issue when a technician has to work underneath a vehicle and you have to have a door open and a wire trailwww.ssgm.com
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ing out,” said Bruce Ruhf, director of operations and marketing with RossTech. “It certainly makes doing some diagnostic procedures difficult.” Later this year, Ross-Tech will be announcing a new version of its VCDS can tool technology, VCDS-Mobile that will make diagnostics for VW/ Audi accessible by most mobiles devices such as smart phones and tablets. A preview of the new platform can be found at http://www.ross-tech.com/ vcds-mobile/index.html and running on a Samsung Galaxy tablet. “The idea is for this to be platform independent, working on phones, pads, PC – both Windows and Macs,” added Ruhf. “We want the product to run on as many platforms as possible to eliminate the need to buy a Windows-based PC and any devices having a browser and a WiFi connection should be compatible.” With wireless connectivity comes the need for fast access to diagnostic information. Ross-Tech is putting more information about specific vehicle fixes online through its Wiki page and more resources into its technical support. SSGM
March 2012 SSGM 43
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|| Shop profile – Meineke Car Care Centre
The service solution Michael Colacci believes building customer relationships is the key to success — even if it means doing something for free By Andrew Brooks
F
or Michael Colacci, owner of Meineke Car Care Centre in downtown Oakville, Ontario, the key to success is always customer service. Colacci founded the four-bay, five-employee operation five years ago, and the customer service focus is evidently working out pretty well: Colacci’s is among the top ten Meineke franchises in Canada. “We’re very customer oriented,” Colacci says. “We don’t overcharge, we treat our customers like family, and we
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educate them on the maintenance of their vehicle. For me, it really comes down to that — education. A lot of people don’t educate their customers and it leaves a bad taste in their mouth because they don’t understand what’s being done to their vehicle.” Maybe Colacci’s own background has something to do with his approach. He started the business from scratch. He didn’t move into an already equipped facility or buy out a previous shop owner with an existing customer
base. This allowed him to set his own stamp on how things would be done and one of his priorities was to build relationships with his clients. “It’s a smaller operation,” Colacci says. “The customers can come back in the shop with us and we go over the manufacturer’s recommended maintenance schedules with them. We like to explain everything. When something the manufacturer recommends isn’t necessary we’ll let them know, and try to save them money that way.”
www.ssgm.com
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Shop profile – Meineke Car Care Centre ||
This service ethic is the main differentiator. Amid an economic slowdown, Colacci says he has seen an increase in customers. And the business is relatively new, so Colacci feels he’s still building up his customer base. But that’s not the whole story. “We’re seeing a lot of customers who want a personal approach to vehicle maintenance. They don’t just want to drop it off at a big dealership, where they sit in the waiting room and can’t see what’s going on.” It helps that customers can call the shop and get someone to make a house call to boost a dead battery or fix a flat — for free. Colacci isn’t above offering other freebies too, depending on the kind of service required. “We do go above and beyond. I think that’s why we have the high retention rate.” Regular training is done through ACDelco, about every three months, and Colacci picks up the tab. He stresses skill in diagnostics, which isn’t surprising given the ever increasing complexity of today’s models. The training means Colacci’s mechanics keep their skill sets current, which helps to maintain his good staff retention record. “A
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lot of training we do on our own in terms of management courses, etc.,” he adds. The fact that he encourages his staff to talk directly with customers about the work that’s being done on their vehicles undoubtedly helps too. Mechanics are justly proud when they do good work, but when they can talk to the person who’s directly benefiting from their skills, it only increases their own job satisfaction. And when a customer can walk in and recognize not just the person behind the counter, but several other faces as well, it leaves them feeling more comfortable about the whole experience. “Typically you’d see higher turnover in a shop like ours — or any shop,” Colacci says. “A lot of owners are licensed mechanics themselves and they can be fairly aggressive with their employees, and that’s why people wind up leaving. I have a more laid back environment.” Colacci doesn’t leverage print media for advertising and marketing, and sticks pretty much to bus and shelter advertising, with materials provided by the parent company. He doesn’t market through the emerging social media channels, and the Web site side of things is handled at the corporate level through Meineke. The technology Colacci does invest heavily in, of course, is the kind that sits on the shop floor. “These days, with
the difference between dealer-bought and the aftermarket, it’s essential to have good diagnostics. Basically, a lot of shops don’t want to invest in equipment, and when they don’t they can’t diagnose certain things. I want to be able to diagnose almost anything and so I’ve invested in buying all the technology I need to do that.” That includes portable diagnostics for house calls. When he’s asked what are the biggest changes he’s seeing now, Colacci replies that with the kinds of cars being made nowadays, people are hanging on to their vehicles for longer than ever before. “People finance their vehicles now for whatever terms the manufacturers have on offer. They keep their cars longer and they want to make them last. Obviously, this means more business for us.” The quality of product put out by domestic manufacturers has also come a long way, he adds. “They haven’t fully caught up to the Japanese yet, but cars are cars — they all break down eventually.” Colacci finds the market competition he’s getting isn’t anything he can’t handle, and that topic brings him around to the importance of customer service and keeping prices in line. “I hate to repeat an old cliché, but the lack of customer service is the real problem in this business. You walk in and nobody’s at the counter, nobody wants to help you, get personal or talk to you. All you need is a friendlier approach, treat customers the way you want to be treated, take time to explain things, go above and beyond. It doesn’t take much to keep customers, believe it or not. It really comes down to doing the extra service, or doing something for free for a long-time customer.” Doesn’t keeping a lid on prices — let alone giving work away — hurt the bottom line? Colacci doesn’t think so. “Don’t nickel and dime your customers and they’ll come back to you for everything. It doesn’t hurt the bottom line to keep prices down and even offer some things free of charge; in fact, it improves the bottom line because you get long-term business, plus you get word of mouth marketing and a better SSGM reputation.” March 2012 SSGM 45
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SSGM Service Station and Garage Management
.com
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 Standard Auto Wreckers View Our Online Inventory @ www. standardautowreckers. com or call 416-286-8686. Experienced Shipping Department to Ensure Parts Arrive Safely.
BUSINESS MANAGEMENT SERVICES The Automotive Aftermarket E-Learning Centre Ltd www.aaec.ca AAEC - BEST Business Evaluation Support & Training - Instructing and Coaching with the Proven Business Management Tools that drives a shop’s Bottom Line, Team Culture and Marketplace Credibility.
HAND CLEANERS GOJO Industries, Inc. www.automotive.gojo.com GOJO is a leading manufacturer of skin care products and services for many marketing including automotive and manufacturing. GOJO continues to pursue a commitment of creating well-being through hand hygiene and healthy skin.
REFRIGERANT Duracool Refrigerants
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.
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 ALLDATA. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . www.alldata.ca BMW AG. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . www.bmw.ca CARS Council. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36 . . . . . . . . . . . . . . . . . . . . www.carsondemand.com Continental Conitech. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27 . . . . . . . . . . . . . . . . . . . . . . . . . www.contibelts.com Chevron Global Lubricants . . . . . . . . . . . . . . . . . . . . . . . . . 21 . . . . . . . . . . . . . . . . . www.chevronlubricants.com Continental Tire . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23 . . . . . . . . . . . . . . . . . . . . . . . . . . . . www.tirehotel.ca Denso. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35 . . . . . . . . . . . . www.densoaftermarket.com/ssgm Imperial Oil. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15 . . . . . . . . . . . . . . . www.retailers.winwithmobil.ca Honeywell Consumer Products. . . . . . . . . . . . . . . . . . . . . 13 . . . . . . . . . . . . . . . . . . . . . . . . www.honeywell.com Mitchell 1. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31 . . . . . . . . . . . . . . . . . . . . . www.prosdemandit.com Nissan Canada . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . www.nissan.ca Permatex. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43 . . . . . . . . . . . . . . . . . . . . . . . . . www.permatex.com Shell Canada. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . www.shell.ca SPX Canada. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5 . . . . . . . . . . . . . . . . . . . . . . . . . . www.robinair.com Tenneco, Monroe Brakes. . . . . . . . . . . . . . . . . . . . . . . . . . . 11 . . . . . . . . . . . . . . . . . . . . . www.monroebrakes.com Tenneco, Monroe Shocks and Struts. . . . . . . . . . . . . . . . . . 7 . . . . . . . . . . . . . . . . . . . . . . . . . . www.monroe.com Tenneco, Monroe Shocks/ Walker Emission Control. . . . 37 . . . . . . . . . . . . . . . . . . . . . . . www.expert-plus.com Tenneco, Walker. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39 . . . . . . . . . . . . . . . . . . . . www.walkerexhaust.com Valvoline Canada. . . . . . . . . . . . . . . . . . . . . . . . . . 19, 29, 33 . . . . . . . . . . . . . . . . . . . . . . . . . www.valvoline.com VDO OE Replacement Parts . . . . . . . . . . . . . . . . . . . . . . . . 38 . . . . . . . . . . . . . . . . . . . . . . . . . . www.vdo.com/usa Veyance Technologies. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25 . . . . . . . . . . . . . . . . . . . . . . www.goodyearrep.com VL Communications. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41 . . . . . . . . . . . . . . . . . . . . . . . . . . . . www.vlcom.com WORLDPAC . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 . . . . . . . . . . . . . . . . . . . . www.worldpac.com/2012 46 SSGM March 2012
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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
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BMWAM0108-SSGM-E-4C-Deceiving.pdf
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99-5376-01 I Client: ACDelco I Project: ACDelco ADVANTAGE Ad I Date: 12-03-13 I Trim: 8 1/8 x 10 7/8” I Bleed: 1/8” I Colours:
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CMG MARKETING • 1125 Leslie St, Toronto, Ontario M3C 2J6 • T 416.646.3050 • F 416.646.3051
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