Service Station & Garage Management October 2012 by Annex Business Media

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

OCTOBER 2012

Changing Brakes

• J.D Power Report • Shop Profile www.ssgm.com

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SSGM what’s inside October 2012

Vol. 42 No. 8

Service Station and Garage Management

EDITOR Tom Venetis (416) 510-6790 tom@ssgm.com TECHNICAL EDITOR Jim Anderton jim@ssgm.com CONTRIBUTING WRITERS Nestor Gula, Andrew Brooks, Noelle Stapinsky 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 16

PRINT PRODUCTION MANAGER Phyllis Wright VICE PRESIDENT CANADIAN PUBLISHING Alex Papanou

J.D. Power Report Times are still tough for those offering maintenance, service . . . . . . . . . . . . . . . . . . . . . . . . . 12

Brake Report New laws look to put the brake on copper in automotive friction . . . . . . . . . . . . . . . . . . . . . . 16

Shop Profile Advanced Automotive Car Care have never seen a problem they can’t tackle .. . . . . . . . . . 22

TACT The changes in the economy mean a ‘New Normal’ for independents .. . . . . . . . . . . . . . . . . 32

Departments Editorial. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6 News. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 Jim’s Rant. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28 Baywatch . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42 Internet Directory. . . . . . . . . . . . . . . . . . . . . . . . . . 44 Advertiser Index. . . . . . . . . . . . . . . . . . . . . . . . . . . 44

*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 Technician

PRESIDENT BUSINESS INFORMATION GROUP Bruce Creighton

AWARD-WINNING MAGAZINE 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, 80 Valleybrook Drive, Toronto, ON M3B 2S9. Postmaster: please forward forms 29B and 67B to 80 Valleybrook Drive, Toronto, ON M3B 2S9. 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

Inc.

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|| Tom’s Editorial

The Shop of Tomorrow, Today! . . . Or Sometime Very Soon! W

By Tom Venetis, Editor

Technology does move forward, if at a somewhat different pace and direction than we would like it to be. What [Tex] Avery was quick to realize is that progress often involves more complications than simplicity.

What do you think? Have your say and speak your mind! letterstotheeditor@ ssgm.com 6 SSGM October 2012

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hen I was a kid, Tex Avery at MGM had a set of animated shorts that parodied the World of Tomorrow films that one came across at various World’s Fairs. These films depicted the world of the 1970s or 1980s as one of boundless technological optimism and possibility. People zipped around in hover cars, homes had the newest time-savings gadgets, big-industry hummed along producing more goods and Mom, Dad and the kids had lots of time to play with their ever-helpful household robot. Avery’s shorts skewered those films mercilessly, my favorite being the Car of Tomorrow with a Mother-in-Law attachment, an open-air buggy pulled behind the family car. Technology does move forward, if at a somewhat different pace and direction than we would like it to be. What Avery was quick to realize is progress often involves more complications than simplicity. When he parodied the Car of Tomorrow, he took aim at how complex vehicles were becoming, peppering his Car of Tomorrow with a mindboggling array of gadgets, dials and levers on the dashboard. While today’s vehicles certainly don’t have dozens of dials and knobs to spin, they are just as complex underneath, as if Rube Goldberg was allowed to run amok in the engineering department. I have one colleague who purchased a new vehicle and spent weeks just trying to get the SatNav system working correctly, not to mention trying to figure out all of the other electronic devices that are supposed to make the driving experience more enjoyable and stress-free. I expect him to enter therapy soon. It is not much better for technicians. In my last editorial, I spoke about technicians needing to get on-top of the new engine technologies and electronics that will come about with new fuel mileage regulations adopted in the United States. Well, the Car of Tomorrow is already starting to appear. While it is not a hover car – I’m still awaiting my JetPack – today’s cars, like my colleague’s, are filled with an ever increasing array of electronic gadgets and telematics designed to provide real-time information on the state of the vehicle. These will have to be accessed in order to provide the needed service and maintenance, and you can bet OE dealers are jealously guarding the keys for how you access that telematics information. The challenge for independents in the next few years is going to be getting access to the tools and codes for those telematics, and to have the tools needed to conduct the needed maintenance and repair work based on the information advanced telematics provide. Just to show you how important are telematics, in the United States insurance groups are now starting to demand telematics information from vehicles in order to investigate claims and determine damages, knowing that advanced telematics can often reveal critical information about the state of the vehicle and what the driver was doing. I know of some service operations who have been told by vehicle owners that their insurance providers regularly check telematics information to make sure they are adhering to the information they provided for their coverage. If they are taking the car for long trips or doing a lot of regular highway driving, you can bet their insurance representative will know about it, especially if they claimed they only take the car out on weekends and only to pick up groceries. The AAIA in the United States is already working on getting independent technicians up-to-speed on telematics and are watching closely the telematics trends in the retail automotive market. A few years back, the AAIA did a presentation on the Shop of Tomorrow and how telematics will change service operations (http://www.aftermarket.org/Tomorrow), which is interesting to watch. I just wonder what Avery would have thought of our visions of the future. www.ssgm.com

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|| News Briefs NAPA sends a lucky winner to the Grey Cup

The NAPA Heating & Cooling Group ran a promotion where counter personnel were tasked with different challenges each quarter of the game (month) which would earn them a “touchdown.” For each touchdown earned, the counter person would earn a $25 gas card, a draw ballot to win a customized CFL jersey, and a draw ballot to win a grand prize Ultimate Football Weekend. The lucky winner of the draw is

Bruce Windsor, NAPA Brantford. The weekend includes: – Two tickets to the 100-year CFL Grey Cup game in Toronto – Two night hotel stay – $500 spending money – Round-trip limo transportation

Hankook Tire Canada Announces 2012 Winter Mail-In Rebate Program

Following the success of the 2012 Spring Mail-In Rebate program, Hankook Tire Canada Corp. (www.hankooktire.ca) announced their first winter tire rebate offered to Canadian consumers. The 2012 ‘Icebreaker Rebate’ rewards Canadians with a valuable reimbursement on quality, high performance tires as they prepare themselves for harsh winter driving conditions. This manufacturer’s winter mail-in rebate program is offered to general consumers for a limited time and is available to all Canadian residents. To become eligible, consumers must purchase a new set of four Hankook Winter i*cept evo tires from participating Canadian retailers between October 1st and December 15th, 2012. The rebate offered differs by tire size. Specific reimbursements are listed below: – Hankook Winter i*cept evo, 15 – 16”: 8 SSGM October 2012

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$40 rebate on a set of four – Hankook Winter i*cept evo, 17 – 18”: $50 rebate on a set of four – Hankook Winter i*cept evo, 19 – 20”: $60 rebate on a set of four “We are extremely pleased to announce the ‘Icebreaker Rebate,’ our first winter mail-in rebate program in Canada, and to offer this incentive with a premium winter tire like the Hankook Winter i*cept evo,” said Bill Hume, vice-president of Hankook Tire Canada Corp. “We believe this program serves to further strengthen Hankook’s reputation as a leading high performance winter tire manufacturer and distributor in Canada.” Consumers are required to complete the appropriate claim form and submit it along with the original proof of retail purchase on, or before, a mail-in stamped date of December 31st, 2012. As per the rebate program rules and regulations, acceptable proof of purchase formats include: original invoices, purchase receipts, or equivalent bill of sales. Online purchases are not applicable for reimbursement. Eligible consumers will receive a rebate in the form of a cheque within

eight to ten weeks from the claim document(s) receipt date if all qualifications are confirmed and conditions are met. For additional information, contact 2012winterrebate@hankooktire.ca.

Reuters Reports GM, Ford at Work on New Transmissions

Reuters is reporting General Motors Co. and Ford Motor Co. are jointly developing nine- and 10-speed automatic transmissions to improve the fuel economy of their models. GM, the largest U.S. automaker, will lead the design of a nine-speed gearbox for front-wheel drive vehicles, the publication reported citing people familiar with the matter. No. 2 U.S. automaker Ford will head the effort to develop the 10-speed transmission for rear-wheel drive vehicles such as pick-ups, SUVs and performance cars, Automotive News reported. GM and Ford could not be immediately reached for comment. The auto industry is scrambling to find ways to boost fuel economy by 2025, when U.S. government standards

CARQUEST Holds Sixth Annual Charity Golf Event On September 5, CARQUEST Canada Ltd. held its sixth annual Golf tournament in support of the Charitable Foundation of CARQUEST and WORLDPAC. CARQUEST welcomed 130 of our partners, vendors and supporters for a day of golf, fun and fundraising. It was a fantastic day for golf, and there was a great spirit of partnership and fun as everyone came together in the name of charity. Out on the course, golfers were given a chance to “Beat the Boss” as they teed off against CARQUEST Canada president and CEO Steve Gushie. Prizes were also awarded for closest to the pin and the longest drive, though the Hole-in-One prize remained unclaimed yet again. When the last putt was sunk, the Springfield Golf and Country Club in Guelph, Ontario provided

first-class hospitality to everyone in attendance, while the popular Silent Auction let everyone continue the friendly competition, raising even more funds for the Foundation. In all, more than $20,000 was raised for the Charitable Foundation of CARQUEST and WORLDPAC, bringing our six year total to over $120,000 that has gone to directly support educational and non-profit projects and programs in communities across Canada. www.ssgm.com

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1965

Valvoline launches MaxLife®, the first motor oil for high mileage engines

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1996

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2012

Valvoline launches NextGen™, the first national branded recycled motor oil

Valvoline invented the engine oil category almost 150 years ago – and we haven’t stopped pushing new innovations since. NextGen™ motor oil is the latest in a long line of category-changing introductions. Made with 50% recycled oil, NextGen™ delivers 100% Valvoline engine protection. NextGen™ motor oil is great for engines and better for the environment, it exceeds industry specifications with reduced environmental impact compared to non-recycled motor oil. Naturally, NextGen™ is supported by the full force of Valvoline’s innovative marketing programs.

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|| News Briefs mandate that automakers show a corporate average fuel economy (CAFE) of 54.5 miles per gallon. That translates to about 39 mpg in real world driving, or more than 70 per cent higher than the average fuel economy of 22.8 mpg for the 2011 model year vehicles.

NAPA Selects Whatsnexx for New Cross Channel Marketing Initiative, “NAPA Know How” National Campaign

Whatsnexx, a provider of cross-channel marketing solutions, announced that NAPA Auto Parts has selected the firm to boost its new NAPA Know How campaign. Whatsnexx technology will be instrumental in offering personalized communications to NAPA customers across multiple channels. “Recently we launched a new nationwide TV ad campaign as part of our new brand positioning called NAPA Know How. Our goal is to increase our share of market by driving more consumers to our NAPA Auto Parts stores,” said Danielle Tardif, director of marketing for NAPA Canada. “We needed a solution to back our TV campaign with online and offline acquisition initiatives. Thanks to Whatsnexx, we will now be able to generate quick, tangible results by launching personalized campaigns

without depending on our IT’s structure development.” “NAPA’s challenge was to quickly launch an acquisition campaign by leveraging its point of sale (POS) and content management system (CMS) applications without regard to existing IT constraints – all while getting a positive ROI right from the first campaigns,” said Alain Paquin, president

and CEO of Whatsnexx. “From there, we will help NAPA build retention and profiling programs with targeted, customized offers throughout the year thanks to our agile methodology that focuses on delivering a series of quick successes step by step.” More information can be found at www.whatsnexx.com or follow Whatsnexx on Twitter at @whatsnexx.

Auto-Camping Ltd. endorses Gem-Car Auto Repair Shop Software

European import specialist AutoCamping Ltd. has endorsed GemCar’s shop management software system. Gem-Car Elite is an intuitive program that has comprehensive features, some of which cannot be found in other garage management software. Gem-Car ties in with AutoCamping’s online electronic parts catalogue and parts ordering system, therefore enabling easy inventory management along with quick and accurate quotations.

Customers can send automated service reminders and promotions by mail or e-mail. Gem-Car provides the user the ability to set appointments by bay, control profitability, the preventative maintenance module, the Gem-Work (state of the art graphic inspections sheets) and the punch clock module all contribute to increase sales and profits. All future software updates are free of charge. Gem-Car is a bilingual system. Field representatives are available throughout eight provinces to support the user.

German Oil, Additive Maker Liqui Moly Goes Mobile The Liqui Moly website is now available in a mobile version. This increases user comfort for people with smartphones. “We know from our access data that more and more people want to find out about us using their smartphones,” says Peter Baumann, marketing manager at Liqui Moly. “We want to remove all obstacles from their path as contact with our customers is very close to our hearts.” It has previously been possible to view the Liqui Moly website on the go. However, what is clearly laid out and functional on a PC is bulky and time consuming on a smartphone. Nonetheless, recently 15 per cent of the more than 200,000 monthly visitors accessed www.liqui-moly. 10 SSGM October 2012

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com via their smartphone instead of their PC. “This share kept getting bigger and will continue to grow in the future,’ says Peter Baumann. ‘Smartphone users should receive the same comfort and the same content offered to PC users.” In order to be able to use the mobile version of the website, all you need to do is visit www.liquimoly.com. The website automatically detects if it is being accessed via a mobile and then automatically forwards the user to the mobile website. The content and its structuring are exactly the same as in the conven-

tional website, only the layout is optimised for smartphones. Liqui Moly already made the first step towards mobile use a few months ago as it launched a mobile version of its free online oil guide. After this most popular part of the Liqui Moly website, the rest has now been optimized for smartphones. Currently the mobile website is available in German and English; the Spanish and French versions will follow soon. “We are globally active and we want to offer this service in the most important languages,” says Peter Baumann. News Briefs continues on page 38 www.ssgm.com

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|| Industry Survey

J.D. Power and Associates

finds MAINTENANCE BUSINESS GETTING TOUGHER all the time By Andrew Brooks

Frequency and price of service visits fall in 2012 survey; quality, turnaround time and communication head the list of must-haves

he J.D. Power and Associates 2012 Canadian Customer Commitment Index Study was released on August 15. The survey pinpoints where and how automotive dealerships can secure and improve on customer loyalty, specifically with a view to having customers purchase their next vehicle from the same place. Not too surprisingly, quality of service is a key determinant. Over the years, the survey has consistently found a strong link between customer satisfaction with dealership service and the decision to purchase the same make next time they’re looking for a new vehicle. Forty-two percent of customers

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who give their dealer service a rating of 10 (on a 10-point scale) say they “definitely will” purchase the same make the next time they shop for a new vehicle. In contrast, only seven per cent of customers who rate their service experience between a one and five say they’ll definitely purchase the same make. Independent service operations performed very well in the overall survey rankings, which were given on a scale of 1,000, taking the top four positions. Independents have some significant market advantages over dealership service operations. Dealerships have to be prepared to offer the full range of service on the cars they sell, so they

can’t specialize. As a result their service offering tends to be diffuse, without an especially strong skill set in any one particular area. As a result it can be more difficult for them to offer streamlined service and quicker in-and-out appointments, something that customers increasingly value. Independents on the other hand tend naturally to specialize as a way of differentiating themselves in the market. They frequently offer a narrower range of services, but can deliver higher quality work within their chosen spectrum and so tend to secure repeat business more readily. As an example, respondents in the J.D. Power survey www.ssgm.com

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|| Industry Survey

The study was conducted in January and February, and in June and July of this year, and polled owners of vehicles between four and 12 years old. Based on responses from more than 18,000 owners, the number of service visits declined to 2.7 this year, from 2.9 in 2011 — which itself was a decline from 3.2 visits in 2010. The average service event in 2011 had a price tag of $272, which has declined to $249 this year.

“Some of the response to the declining number of visits has been to try and bundle some of the maintenance activities together,” he says. “But we’ve always said that aftermarket service facilities that focus on these kinds of services risk dissatisfying their customers.” That dissatisfaction stems from two factors: customers aren’t willing to compromise by longer times on a service visit, and they’re also dissatisfied any time they have to spend more money per visit. If there was any lingering doubt that automotive service has become a “hearts and minds” business, it can be laid to rest. Robinson’s explanation for NAPA Autopro’s impressive rating in this year’s survey comes down to communication. “What NAPA Autopro does really well is take advantage of all available touch points to deepen their relationship with the customer,” Robinson says. “They focus on educating the customer around the maintenance requirements, and it’s done from the perspective of arming the customer — giving them the information they need so they can make better decisions on how they want to maintain their vehicle.” Many question whether quick lube operations should even be on a survey like this, Robinson says, because an oil change seems like a much harder thing to do poorly than the kinds of more complex service performed by independents and dealerships. “Turn that on its head,” is his response. “If it’s true — and a lot of customers do have the perception that it’s very difficult to mess up an oil change — that’s a very high level of expectation going into the event. The fact that these quick lube operations are able to meet and exceed that expectation is actually very remarkable.”

Time and money

Better at the basics

“Some of the response to the declining number of visits has been to try and bundle some of the maintenance activities together. But we’ve always said that aftermarket service facilities that focus on these kinds of services risk dissatisfying their customers.” -- Ryan Robinson, director of the Canadian Automotive Practice at J.D. Power and Associates

rated dealer-offered oil changes 28 points lower on a 1,000-point scale than oil changes obtained from specialists like Jiffy Lube, Mr. Lube and Great Canadian Oil Change, which came in at numbers 2, 3 and 4 respectively in the overall satisfaction numbers, behind overall leader NAPA Autopro. The top dealership operation, Subaru, came in at number five. The most significant finding this year, according to Ryan Robinson, director of the Canadian Automotive Practice at J.D. Power and Associates, is that the number of service visits per year is continuing a declining trend, which places pressure on new and aftermarket vehicle dealers to educate the consumer about the importance of maintenance. 14 SSGM October 2012

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The revenue implications for the vehicle maintenance market are huge, and the industry has taken note. But is it responding as it should? Robinson has some doubts.

That point leads naturally into one of the more important conclusions of the survey. While it’s difficult for dealership service operations to develop the same kind of expertise as specialized indewww.ssgm.com

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Industry Survey || importance of educating the customer so that they come away feeling they’ve been given helpful advice. Time management is also critical. “Did you offer an appointment on the day that the customer wanted to get the vehicle fixed?” Robinson says. “You’re requiring them to juggle their daily schedule and the most successful service providers are able satisfy the expectation that you can minimize the impact to their daily lives.” Success here will depend on setting the customer expectation properly from the first contact they have with the service provider, explaining clearly what needs to be done and why doing the work correctly will take a specific time. Time management is even more important when you consider the fact that the time and cost required to do diagnostics are continually increasing. The customer can have the perception that this phase of the service event is less valuable. They need to understand the cost of the labour involved and the rising costs of acquiring and maintaining the equipment to do diagnostics correctly, Robinson says. It adds up to a pretty long list of capabilities that leading service providers, whether dealerships, large independents or quick-turnaround specialists, will have to stay on top of if they want to succeed. As Robinson puts it, “you really have to be firing on all cylinders to meet — let alone exceed — customer expectations on vehicle service these days.” SSGM pendents within specific areas, they can improve their rating by improving quality of service and turnaround times within the standard bucket of more common operations. “When you look at whether specific events happened during [the] service event or not, having the customer feel that you fixed things right the first time is quite important,” Robinson says. “We did some analysis that showed that if you do everything else perfectly during the service event, but the customer comes away with the perception that you didn’t fix the car right the first time, it doesn’t matter what else you do. Customer satisfaction is completely blown at that point.” One of the top takeaways is the www.ssgm.com

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Independents on the other hand tend naturally to specialize as a way of differentiating themselves in the market. They frequently offer a narrower range of services but can deliver higher quality work within their chosen spectrum and so tend to secure repeat business more readily.

October 2012 SSGM 15

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|| Brakes

Putting the Brakes

on Copper

New laws look to do away with copper and regulate other compounds in brake formulations By Tom Venetis, Editor

ew laws being passed in California and Washington State will permanently change friction formulations for cars and lightduty vehicles over the next 15-20 years. Known as â&#x20AC;&#x2DC;Better Brake Laws,â&#x20AC;&#x2122; California and Washington State are proposing to reduce the use of toxic materials in automotive brake pads and shoes. The materials to be governed are a combination of heavy metals and copper. The new laws have broad industry support, with the Motor & Equipment

Manufacturers Association through the Brake Manufacturers Association and the Heavy Duty Brake Manufacturers Association working closely with state legislators to develop the laws.

A Closer Look at the Laws

The Washington State Department of Ecology website (http://www.ecy. wa.gov/programs/hwtr/betterbrakes. html) offers a useful summary of the major provisions of the law for the state: Brake pads and shoes manufactured

after January 1, 2015, must not contain asbestos, hexavalent chromium, mercury, cadmium or lead. Auto shops and other distributors of brakes will be able to sell any existing inventory for ten years. Brake pads manufactured after January 1, 2021, must not contain more than five per cent copper by weight. Beginning in 2015, Ecology will review relevant information and consult with a committee of experts to determine if alternative brake friction materials, containing less than 0.5 per

Copper in brake dust is a source of copper getting into watersheds, rivers and bays in Washington State and California.

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www.ssgm.com

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|| Brakes The Brake Pad Partnership, made up of representatives from the automotive industry, friction manufacturers, environmental groups, storm water agencies and representatives of coastal cities, proposed the most effective means of tackling the copper problem was a gradual, phasedin reduction of copper used in brake friction materials. cent copper, are available. Eight years after Ecology determines that alternative brake friction materials are available, brake pads containing more than 0.5 per cent copper may not be sold in the state. Brake manufacturers will use accredited laboratories and certify to Ecology that their brake pads and shoes comply with the law and will mark proof of certification on all pads and packaging offered for sale in Washington. Ecology will track data provided by manufacturers to ensure that concentrations of nickel, zinc, and antimony in automobile brake pads do not increase by more than 50 per cent. The law in California is largely the

same, except for some differences in the timing of when copper has to be

Copper Regulations What Asbestos Cadmium Chromium Lead Mercury

eliminated from friction formulations, and Washington Stateâ&#x20AC;&#x2122;s law has a pro-

Washington / Rhode Island

Limit

California When

<0.1 per cent

January 1, 2015

January 1, 2014

Copper

<5 per cent

January 1, 2021

January 1, 2018 â&#x20AC;&#x201C; new reengineered vehicle January 1, 2023 no friction material to be sold

Copper

<0.5 per cent

Eight years after a report concluding that the low copper material is available and viable*

January 1, 2032 no friction material to be sold

*On December 31, 2015 a report must be issued by State and community representatives reviewing the implementation and consequences of the bill. This report must be reissued every year. 18 SSGM October 2012

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www.ssgm.com

12-10-15 11:27 AM

Brakes ||

Puget Sound

vision that manufacturers meet the 0.5 per cent copper or less restriction eight years from the date that experts say an alternative to copper becomes available. What is key is the regulation and eventual near elimination of copper from brake friction formulations. Ian Wesley, better brake rule coordinator, Washington State Department of Ecology, Hazardous Waste and Toxics Reduction says the laws in Washington State and in California came about in an effort to reduce harmful metals and copper from entering the watershed, and streams and rivers. High levels of copper are known to cause damage to fragile aquatic ecosystems and fish. A study in Ecological Applications finds small amounts of copper in water can cause the deadening of a salmon’s sense of smell. This makes the salmon more susceptible to cer-

tain kinds of predators as smell is the salmon’s means of detecting them. Cities to the south of San Francisco found that they were having difficulty meeting the Clean Water Act requirements since the 1990s, specifically in reducing the levels of copper coming from urban runoff entering San Francisco Bay. Studies undertaken in both states discovered dust produced when braking is one of several sources of copper showing up in the runoff. “The Brake Pad Partnership in California spent a decade researching the link between pollution and copper coming from brakes,” Wesley adds. “They concluded that a little bit less than half of the copper entering San Francisco bay is coming from brake pads; and we have estimates here (for Puget Sound) that are just a little bit lower. Either way, brake pads count for a significant source of copper.” The Brake Pad Partnership, made up of representatives from the automotive industry, friction manufacturers, environmental groups, storm water agencies and representatives of coastal cities, proposed that the most effective means of tackling the copper problem was a gradual, phased-in reduction of copper used in brake friction materials. Ann Wilson, senior vice-president of government affairs for the Motor & Equipment Manufacturers Association says “one of our primary issues, as we represent manufacturers of brake materials, is that we have sufficient time to work with our entire customer base — aftermarket and OE makers — to make sure there is an adequate supply of brake material out there.” What friction manufacturers needed to be assured of was that a system was going to be put into place where the existing brake friction products could be ‘flushed’ from inventories as new friction materials were added that matched the guidelines set out by Washington State and California, while at the same time ensuring the new low-copper continued on page 36

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12-10-15 11:27 AM

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12-10-15 11:29 AM

|| Shop Profile

Mission

Possible At Advanced Automotive Car Care the word “can’t” isn’t in their vocabulary — they can fix anything By Noelle Stapinsky

n any given day a customer could pull into Advanced Automotive Car Care with an engine issue, autobody repair need or to get some defiant training wheels put on their kid’s bike. They don’t advertise this sort of service or their automotive services, for that matter — the shop’s popularity is all by word-of-mouth — but, yes, if a customer comes in with a broken metal shovel or chair, a snow blower that won’t start or just to get some air in the tires of a bike, the staff is happy to oblige. Burrowed on a small side-street close to the high traffic intersection of Leslie Street and York Mills Road, in Toronto’s North York district, Advanced Automotive might just be this neighbourhood’s best kept secret. “We fix everything … it’s one stop shopping,” co-owner Robert Elford says with a big smile. “People used to bring stuff to their local gas station to get things fixed. They could get gas, get their car fixed and put motor oil in the lawnmower. At gas stations now, the service is gone and you have to pay two dollars for air. But people still need a place they can go and ask ‘Can you help me?’ That’s what I grew up with and I’m trying to keep that alive.” Although they don’t offer fuel, Elford and co-owner Ed Ross are the ones that often handle the “crazy” or unique non-automotive requests, which are free of charge since it’s next to impossible to price out something like a spot 22 SSGM October 2012

p 22-26 Shop Profile.indd 22

Robert Elford, owner of Advanced Automotive Car Care. www.ssgm.com

12-10-15 11:29 AM

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|| Shop Profile weld on an old shovel. Elford and Ross have been in business together for more than 15 years, opening their first shop, which was a franchise, not far from their current location. But about 10 years ago, the lease came up and the landlord didn’t want to renew it — automotive facilities aren’t a favourite for the city or its property owners, and zoning laws are pushing them further and further out of the city. To make matters worse, the franchise company didn’t do much to help them find a new location. That’s when Elford started knocking on neighbourhood doors and found the current location, where they’ve been established as an independent shop ever since. “It was just a warehouse when we bought it. There were no bay doors or anything automotive related. We had to make it a garage,” says Elford. Today, the 8,000-square-foot facility features seven service bays, offering all automotive services including autobody repair — full body paint jobs are sent to a sister shop in Scarborough. This shop also specializes in tires, most recently becoming an authorized Tire-

craft dealer. There are nine employees in total, including the owners, keeping this service operation humming along six days a week, 12 hours a day. And it’s all hands on deck. Even the service manager is a licensed mechanic, who can jump out on the floor at a moment’s notice. In terms of running a business, Elford says, “I didn’t take a business course. It’s just about learning, leading by example and watching other people. I’ve worked at other shops and a lot of owners come in at 10 a.m. and leave at 3 p.m. to play golf. That doesn’t work in this trade. They [the employees] see me busting my butt from seven to seven every day and they do it too.” Indeed, before the SSGM interview, Elford was dashing in and out of the building and answering questions over his shoulder as he zoomed by on his way to the next urgent matter. And even during the interview, techs would start to ask a question, prompting Elford into full work mode, often finishing their sentences and providing them with the information they needed without missing a beat.

From left: Steve Bennett, Valintino Dorobantu and Adrian Olteanu. 24 SSGM October 2012

p 22-26 Shop Profile.indd 24

At Advanced Automotive, education and training is key to staying competitive. There are computers at every station on the shop floor for techs to access data from sites such as Mitchell and ALLDATA. And the entire shop is WiFi enabled so they can access information on the fly using their smartphones.

In today’s ever evolving world of technology, customers have also become an ever greater challenge for many shops.

Twenty years ago, when Elford got into the business, the shop’s database was whoever could retain the most information. “You’d go to him to ask questions and he’d say something like, look for a broken ground wire under the passenger seat. You thought he was a god. Today with computers, and as long as you have the latest information, all my guys are gods. That’s the next generation of mechanics.” And in today’s ever evolving world of technology, customers have also become an even greater challenge for many shops. Of course they’ve always thought they can diagnose automotive issues, offering techs their two cents, but they’re now powered by Google. Elford says now they come in thinking they know what’s wrong with the vehicle because they found it online, and as fast as you can quote a job or price a part, they’re searching for a cheaper price on their phones. This is a challenge that can only be overcome by great customer service and knowledgeable staff. To stay on top of the latest technology and techniques, Advanced Automotive uses online training courses. “We get a lot of it [training] from our suppliers such as Warden Automotive, WORLDPAC and Auto-Camping Ltd., and we’re associated with AARO, where we get more generic stuff such as scope training and management training. The technology is constantly changing and you need to stay on top www.ssgm.com

12-10-15 11:30 AM

Client: Oil IMPERIAL OIL 25 p 25 Imperial ad.indd

Docket: IMP-2365

File Description: PVL Installer Print Ad

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|| Shop Profile of it,” says Elford. The shop is also associated with Drive Clean. And when Elford is not on the shop floor, he’s running Drive Clean training programs for Parsons Canada Ltd. at local colleges. To even further its diagnostic intelligence, Advanced Automotive recently invested in a John Bean RFV 2000 fully automated wheel balancer and diagnostics unit, which is capable of diagnosing faults in the rim, wheel and tire. “Components on cars today are lighter weight and you can feel everything. So if a customer is complaining about a vibration or hopping feeling on the highway, how are you to know whether it’s the wheel or the car?” says Elford. “You could end up putting a lot of components on the car — ball joints, wheel bearings, etc. — and never actually fix the problem. This machine has the ability to tell you if there’s a piece of paper caught between the tire and the rim.” In the spirit of education and attracting new talent, Advanced Auto-

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motive also takes on apprentices — one that’s currently working there is 41 years old and making a career change. And it annually takes on high school co-op students as well, two of which have been full-time employees for the past six years. But to work at Advanced Automotive you have to bring your game and be willing to learn. Whether it’s older professionals or young budding newbies, Elford and Ross will often give them a chance. “But to work here no one can say ‘I can’t.’ You have to try. If you don’t, you won’t achieve or learn,” says Elford. What’s next for this independent shop? They have plans for a showroom, where customers can view all of their products and services. And for those Google-happy customers, Elford is thinking about implementing some form of “cork fee” — similar to restaurants that allow patrons to bring their own wine — for when they insist on buying cheaper parts elsewhere. An inventive idea such as that aside, Advanced Automotive’s business is growing and expansion to meet customer demand — and their peculiar small jobs — is top of mind. SSGM www.ssgm.com

9/11/12 1:37 PM

12-10-15 11:30 AM

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12-10-16 7:28 AM

|| Jim’s Rant

WHY customer service STINKS E

By Jim Anderton, Technical Editor

Almost everyone can recount several recent poor customer service experiences, across every segment from food service to government, so it’s a widespread problem. In our industry however, it can make the difference between business success and failure.

ver wonder why, when you shop or need an answer to a question, you can’t get good customer service? Strangely, in this highly competitive retailing environment, a serious lack of customer care not only continues, but appears (if consumer surveys are right) to be growing. Why? Here are my theories about this nationwide problem: Business owners don’t understand the difference between ownership and employment. Anyone who has spent a lifetime and taken serious financial risk to launch and grow a business has a major incentive to keep customers happy. Paid staff has a risk that’s purely proportional to their stake in the enterprise…which is substantially lower. A customer-facing employee who isn’t looking at the books each month can’t and won’t make the correlation between taking care of customers and the bottom line. This isn’t a criticism, it is human nature. To fix this, there would have to be an incentive system for great customer service, which is rarely seen in this or any other retail business. Business owners put the wrong people in front of customers. I’ve known and worked with outstanding technicians, men with the hands of surgeons and the minds of physicists, who also couldn’t complete a sentence without a brace of four-letter words. These techs are an asset to any shop, but only if they’re working on vehicles or supervising the operation, not working with customers. Can’t afford a dedicated service writer? Then as shop owner, you’d better be prepared to run interference for Dr. Profanity because he (I haven’t worked with women techs, so I’ll reserve judgment on gender differences) will eventually let an “F-bomb” slip, which won’t work well with a major segment of your clientele. It’s the same story with gruff or unpleasant personalities, or super geeks who can’t explain what’s wrong in simple terms. If an employee can’t communicate effectively with a customer, they shouldn’t be dealing with them directly. Owners don’t give employees the tools they need to communicate effectively. Automotive service is a journeyman trade in this country; if you want to work, you bring your own tools. The same is true of the skills needed for effective customer service. To do it well, a service writer or tech needs customer service tools, training that they won’t get in their apprenticeship program. The owner must fill this training gap, but too many don’t or won’t. It’s a thankless job. The vast majority of technicians enter the trade because they love the challenge of diagnosing and working with vehicles. Very few do so because they love working with customers more than they enjoy working on their cars. I’ve yet to meet a tech or service writer who enjoys spending eight or nine hours a day telling people that their repair will take longer and cost more than they expected. I’ve often thought that selling chocolate or women’s shoes must be the opposite; people have reason to smile when they leave the building. Not so auto repair. There are a few service writers who love their work, but they’re like diamonds: damned hard to find and usually the result of a great deal of shaping and polishing. The difficulty in finding the right people for critical customer service positions isn’t unique to the vehicle service industry: almost everyone can recount several recent poor customer service experiences, across every segment from food service to government, so it’s a widespread problem. In our industry however, it can make the difference between business success and failure. Winning shops know this… too many don’t.

What do you think? Have your say and speak your mind! letterstotheeditor@ssgm.com 28 SSGM October 2012

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www.ssgm.com

12-10-15 11:31 AM

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12-10-15 11:32 AM

THE 21ST EDITION OF MONACO GROUP CLASSIC

n Sunday, August 26, 2012 the MONACO GROUP CLASSIC held the 21st edition at Le Versant golf club in favor of MONACO GROUP FOUNDATION. Despite its humble beginnings 20 years ago, the MONACO GROUP CLASSIC has become a major event in our industry.

OUR PARTNERS

he contribution of our loyal partners is invaluable. We extend our thanks for their devotion and their support provided in organizing this event.

THE FOUNDATION

he Monaco Group Foundation is a charitable organization which raises funds to help non-profit organizations working in health or social fields such as The Montreal HEART INSTITUTE Foundation, the THORACIC SURGERY Research Foundation of Montreal and Opération Enfant Soleil. We want to bring support and comfort to those in need.

THE MONACO CUP

his year, the trophy for the best foursome on Des Braves course was awarded to: Daniel Baron, Mike Galietta, Vincent Rayes and Vincent Matocci from Golftown golf shops of St-Léonard and St-Hubert with a excellent score of –9.

n addition, another trophy was awarded to Stéphane Fortin, Mario Letendre, Ghislain Boivert et Stéphane Daragon from Peinture et Pieces d’Auto Granby with a score of –6 which was played on Des Moulins course.

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BETTER THAN EVER … $140,000.00

I would like to thank all my customers, suppliers, friends and supporters of the MONACO GROUP CLASSIC. Thank you for your generous support. I look forward to seeing you next year. – Ernesto Monaco –

p 30 Monaco Advertorial.indd 30

embers of the committee presented the donation. From left to right: Gilbert Roy, Yvan Domingue, Marc-André Plante, Dominic Monaco, Daniel Massé, Ernesto Monaco, Régis Boivin, Marco Sanelli and Daniel Boyer were happy to announce that they surpassed 2011 amount to those present at Monaco Group Classic. The amount will be shared between the two beneficiary foundations. Thus, thanks to your support, we will all together contributed to the continuation of their work.

12-10-15 11:32 AM

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12-10-15 11:32 AM

|| TACT Team Management

The New Normal

By Murray Voth, TACT

or the past several months I have had some shop owners ask me, “Is this the new normal?” What they mean is the sense that the economy is not improving, not as many vehicles are coming into the shop and those that do, are spending less money. In addition, they mention that they are not replacing staff that have left or have laid off a technician, or need to lay off a technician, in some cases for the first time in their business careers. Many of them state that over the years they have always carried their employees through the tough times in order to have them there when things picked up, but now they feel their businesses will not survive if they don’t do something. Well, things are not picking up in some regions of our country, at least not like they used to. I have also seen the expression “the new normal” used by the news media, financial commentators, government spokespeople and some economists.

What Is the “New Normal?”

In the last several months I have gained some experience and have been reading from a wide range of sources that I believe provide some insight on how to address the “new normal.” First of all, close to 30 per cent of Canadians cannot afford their car. This piece of information has been around since the Province of British Columbia brought their emissions program into place in the early 1990s. This information was discovered when they were examining studies used to decide at what levels to set the repair cost waivers. It has since been corroborated that 25 per cent of Americans could not afford their car in a study done by AAA in the United States. I have personally studied charts created by Stats Canada and come up with the same conclusion. That means that the Independent Automotive Service Providers, which hold roughly 50 per cent of the market share for service and repairs, are dealing with only 20 per cent of the driving population that 32 SSGM October 2012

p 32-34 TACT Team.indd 32

can truly afford their car. The dilemma for Canadian consumers in this position is that we do not have enough public transit in certain parts of Canada for people to give up their cars. They are in a vicious cycle of needing the car to go to work and not being able to afford all the costs associated with it. Secondly, the economic challenges that we have been facing in the last several years have not been caused just by the sub-prime mortgage fiasco. There have been many complex global factors that have us in this perfect storm of long-term slow economic growth. Inflation-adjusted median household income in the U.S. peaked in 1999 at $53,252 (at the peak of the Internet stock bubble), dropped to $51,174 in 2004, went up to 52,823 in 2007 (at the peak of the housing bubble), and has since trended downward to $49,445 in 2010. The last time median household income was at this level was in 1996 at $49,112, indicating that the recession of the early 2000s and the 2008–2012 global recession wiped out all middle class income gains for the last 15 years. This income drop has caused a dramatic rise in people living under the poverty level and has hit suburbia particularly hard. Between 2000 and 2010, the number of suburban households below the poverty line increased by 53 percent, compared to a 23 per cent increase in poor households in urban areas. (This is American data, but the Canadian data runs parallel – I have misplaced my source at this time. This data was referenced from Wikipedia. For more in depth reading that corroborates this data see: “The Ascent of Money” by Niall Ferguson and “Why Your World Is About To Get A Whole Lot Smaller” by Canadian economist Jeff Rubin.) Thirdly, we have experienced a 294 per cent increase in gasoline prices from 1998 to 2008, adjusted for inflation. In addition there has been no relief for the consumer, even though the cost of crude oil dropped to $40

a barrel in 2008 and has not reached the triple digit levels that it had in late 2007 and early 2008. Once world demand for oil increases to the point we enter triple digit crude oil pricing again, the consumer is going to be hit with increasingly expensive transportation costs.

Where Do We Go From Here?

For a continent whose major economic activity for the last 60 years has involved the manufacture of vehicles, the exploration and refining of hydrocarbons, the construction of highways and infrastructure, and the manufacture of tires and all the affiliated products required for the automobile, it is difficult to see this shrink away. On top of that, add the “car” and “driving” culture of North America where it is every 16 year olds entitlement to have a driver’s license and own a car. We have been averaging somewhere in the neighborhood of three cars per household in the last few years, and much of consumer debt can be attributed to the cost of paying for and keeping all of these vehicles on the road. The “new normal” is facing a reality where fewer people are going to be able to afford their vehicles, both in terms of their household income, the number of vehicles, and the cost of operating said vehicles. The “new normal” is adjusting to a shrinking market for our services as society transitions to more cost-effective ways of transporting people to and from work and their other activities. With the new car manufacturers now creating vehicles with such advanced technology in them, it seems that since they have been required to give us access to information on the “right to repair” issue, they are now going to price us out of the market with the need for expensive proprietary testing and diagnostic equipment. www.ssgm.com

12-10-15 11:33 AM

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|| TACT Team Management Bob Greenwood, in some of his latest research, has stated that the average independent automotive shop in Canada is $150,000 behind in the equipment, training and computerization required to keep up with today’s vehicles. I would think that is only going to get worse. So where does that leave all of you? Believe it or not, this all ties into the dialogue that has been going on in the industry regarding the need for having a license or a certificate to purchase automotive parts, brake and safety related parts in particular. Currently you need a plumber’s license, a gas fitters license, hairdresser’s certificate, and now a special license to purchase automotive paint and finishes. Logic would dictate, along with safety considerations and our industry’s financial benefit, that an automotive technician license be required to purchase automotive parts. I whole-heartedly agree with this principle. I too am disgusted with the frightening work

performed by many do-it-yourselfers. Backyard mechanics that steal business away from legitimate shops frustrate me, and I am equally dismayed by the number of technicians who moonlight at cut-rate prices. However, as they say, there is more to this than meets the eye. As expensive as a major home repair might be, as a homeowner, you have equity in your home and if you don’t have the cash you can always borrow against your home if you need a new furnace. If you are renting, the landlord pays for most home repairs. As well, any repairs and maintenance you do to your house either adds value or maintains the value of your home. So either way, as homeowner or renter, there are few incentives to be a DIY. Now take the next highest priced purchase in our life that depreciates the fastest, a car. If we don’t have one, we generally can’t get to work to pay for it and all the rest of our living expenses. So imagine a day when the

Canadian government makes a law that only a licensed automotive technician is allowed to enter a parts store and purchase brake pads and rotors to perform a brake job. I know it is what we as an industry would like, and for many good reasons, but could you imagine the outcry across this country when that would happen? Because of socio-economic conditions allowed by our governments, there is no political will to touch this hot potato. So you have one option left. That is to realize that currently 70 per cent of the driving public is able to afford their vehicles. It is your job to somehow attract them to your shop, to get your market share. It is going to be a while before the car is phased out of society. But it is your job to earn the business; with quality workmanship, fantastic customer service, and “wow” factor relationship building. Stay tuned for an article on how to help all 100 per cent of drivers save time and money on their car. SSGM

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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 October 2012

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|| Brakes continued from page 19 friction products meet the performance requirements of vehicle owners, OE vehicle makers and aftermarket suppliers of friction.

How will copper be phased out?

Washington State’s Department of Ecology and the California Department of Toxic Substances Control, along with brake friction manufacturers, all agreed to develop a common set of reliable test methods for determining the concentrations of copper and the levels of the other materials to be regulated. The testing method agreed to is SAE 2975 and this testing will be used by the friction manufacturers to self-certify compliance with the laws of the two states. NSF International (nsf.org) has been charged with helping friction manufacturers show they are compliant with the new state regulations, having the support of brake producers, the Brake Manufacturers Council (BMS) and the Automotive Aftermarket Suppliers Association and the Motor & Equipment Manufacturers Association. In a statement released to the press by the Brake Manufacturers Council, NSF International will act as the third-party registrar to verify which friction materials do not exceed the allowable limits of regulated material and to publicly list friction materials complying with the laws. Bob Frayer, director of Engineering Laboratories and Automotive Aftermarket Certification Programs with NSF International, says friction manufacturers selling into Washington State will first submit their current friction products to NSF International to establish a baseline of the materials used in brake products. The date for that is January 1, 2013. “The baseline data is to give the state a snapshot of the materials that are currently out there, and the percentages of the materials,” adds Dave Schenk, engineer with NSF International. “Those baselines will be used to monitor that the materials are being reduced in accord with the timeline.” The Brake Manufacturers Council, 36 SSGM October 2012

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San Francisco Bay

in an effort to help consumers know that the brakes they are putting on their vehicles are in compliance with the new regulations, created a new set of trademarks called LeafMarks. These will be visible on brake packaging and on the brakes themselves, and NSF International has been granted

tion formulations to sell under the new regulations for Washington State and California. All say the new friction materials will meet the same performance specifications as today’s friction materials, specifically in the areas of low noise, dust and heat distribution. “I believe the consumer will not see

The Brake Manufacturers Council, in an effort to help consumers know that the brakes they are putting on their vehicles are in compliance with the new regulations, created a new set of trademarks called LeafMarks. These will be visible on brake packaging and on the brakes themselves. the right to authorize the use of the LeafMark to manufacturers in compliance with the testing standards. The LeafMark has three leaves: a single darkened leaf, Level “A”, regulates cadmium, chromium, lead, mercury and asbestos; two darkened leaves, Level “B”, is the same as Level “A”, but copper must be less than five weight per cent; and three darkened leaves, Level “N”, is the same as Level “B”, only copper must be less than 0.5 weight per cent.

What This Means for the Aftermarket?

When SSGM contacted several major aftermarket brake makers and suppliers, all said they are enthusiastic about the new regulations and have already started developing new fric-

any impact on performance with these new formulations,” says Fabio Jurchaks, sales and engineering manager with Fras-le. “By the time the new products come up, the formulations will have the same performance as we have today. Consumers should see no difference.” All the friction makers also say while the regulations are for Washington State and California, the brake materials made for those states will be available nation-wide. Brake manufacturers will not be making products for sale in Washington State and California with one kind of formulation and then another for all other states. The same will happen with aftermarket brake products with all new products conforming to the new regulations regardless of where the products are sold. SSGM www.ssgm.com

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Diagnostic System

For VW/Audi/Seat/Skoda/Bentley

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|| News Briefs News Briefs continued from page 10

New Raybestos Brand Rotors, Calipers Released for Late Model Import Applications

Raybestos brand brake parts — a member of the Affinia family of brands — has added brake rotors and calipers to the Raybestos brakes catalog for the following 2002-2013 models: – Audi A4 (2013), A5 (2012-2013), A6 (2012-2013) and S3 (2011-2013) – P/N 980940, Brake Rotor – Front, 345mm – Audi A4 (2012-13), A5 (2012) and Q5 (2012-2013) – P/N 980941, Brake Rotor – Front, 320mm – VW Jetta A6 (2011-2012) – P/N 980948, Brake Rotor – Front – Mini Cooper and Cooper S (2002-2008) – P/N RC/FRC12325, Caliper – Front Left – P/N RC/FRC12326, Caliper – Front Right Raybestos Professional Grade rotors include many problem solver applications and provide the highest level of

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dependability, safety and performance. The OE-based designs provide the most complete application-specific line on the market. Raybestos Professional Grade calipers deliver smooth operation and leak-free performance. They follow OE specifications and arrive with new bleeder screws, copper sealing washers and hardware. Critical areas are also pre-lubricated with high temperature synthetic lubricant.

2012 Western Canada Service Providers Forum

In our current economic climate, it is more important than ever to “Raise the Bar” and enhance one’s business skills to ensure success. The Automotive Industries Association (AIA) of Canada helped to equip more than 115 individuals, 40 per cent of whom were automotive service providers, to do just that through its Western Canada Automotive Service Providers Forum, which took place in Edmonton, Alberta. “AIA members know how impor-

tant opportunities to network with colleagues and customers are; however, learning about new and effective business processes helps them ‘Raise the Bar’ for their own bottom line — not in the future but beginning today,” said AIA Canada president, Marc Brazeau. “That is exactly why events such as the Western Canada Automotive Service Providers Forum are so important for members.” The event kicked off with opening remarks from the Northern Alberta division chair, Gerald Kottke, and a presentation on how to improve business operations while maintaining a work-life balance by Donald Cooper. The day continued with networking opportunities and a number of other informative presentations touching on vehicle technology and business strategies to improve potential and achieve success. The day was capped off with a lively and entertaining session with sports radio announcer Jason Gregor and former NHL hockey player Jason Strudwick.

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|| News Briefs At the Forum, AIA also presented five recipients with their Diamond Jubilee Medals, which were produced by the Government of Canada to honour the 60th anniversary of Queen Elizabeth II’s accession to the throne and recognize her great service to this country. Bob Sinclair (Dixie Electric Ltd.), Casey Wnuk (Dayco Canada Corp.), Darryl Moroz (Lyman Agencies Ltd.), Sean Corcelli (Uni-Select Canada), and Zara Wishloff (Automotive Parts Distributors) were all acknowledged for their leadership in the aftermarket industry and contributions to their communities. AIA chairman of the board, John MacDonald, stated that, “It is truly an honour to be able to award these five individuals their Diamond Jubilee medals in front of their peers at a prominent AIA division event. Their work is truly appreciated.” AIA wishes to congratulate these five worthy individuals once again for the work they do to better the industry and the lives of those in their communities.

Monroe Offers Fall Brake Rebate Program

The Monroe Brakes brand is giving motorists a reason to replace their brakes during the fall repair season: the Monroe Brakes “Brake for More” promotion that will award up to a $30 mail-in rebate cheque with qualifying purchase and brake repair service. Monroe Brakes are manufactured and marketed by Tenneco. During the promotional program – October 1 through November 30, 2012 – consumers who purchase and install qualifying Monroe Ceramics Premium brake pads (CX series) and Monroe Dynamics Premium brake pads (DX series) can earn up to a $30 mail-in rebate cheque. “The ‘Brake for More’ promotion delivers a great incentive to specify Monroe Brakes for any brake job,” said Sheryl Bomia, North American programs manager, Tenneco. “Monroe Brakes brake pads are advanced, premium friction products specifically formulated to provide exceptional, quiet stopping power on today’s vehicles.” To earn a $30 mail-in rebate cheque, 40 SSGM October 2012

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consumers must purchase and install two sets of qualifying Monroe Ceramics or Monroe Dynamics Premium brake pads at a participating service location. To earn a $15 mail-in rebate cheque, consumers must purchase and install one set of qualifying Monroe Ceramics or Dynamics brake pads at a participating service location. Consumers also can earn a $10 mail-in rebate cheque by purchasing two sets of Monroe Ceramics or Dynamics brake pads or a $5 mail-in rebate cheque by purchasing one set of Monroe Ceramics or Dynamics brake pads. Monroe Ceramics genuine ceramic formula brake pads and Monroe Dynamics semi-metallic pads combine advanced, OE-style friction formulations with a variety of pad design enhancements to provide longer life and quiet, powerful braking for popular passenger cars, vans, light trucks and sport utility vehicles. Monroe Brakes brake pads are covered by Tenneco’s Safe & Sound Guarantee 90-day trial offer. Some restrictions apply. For additional Monroe offer details, please visit www.monroebrakes.com/support/safe-soundguarantee. To participate in the Monroe “Brake for More” promotion, consumers must purchase qualifying Monroe Brakes pads from a participating location during program dates. Then, submit a sales receipt with a completed redemption form to program headquarters. All program submissions must be postmarked by December 31, 2012. Monroe Brakes rebate and submission forms can be found online at www. MonroeBrakes.com during October and November. Mail-in rebate offer may not be combined with any other discount, offer or promotion. Offer limited to one redemption per household. For more information regarding the “Brake for More” mail-in rebate promotion, visit www.MonroeBrakes.com during program dates. To learn more about premium Monroe Brakes products, please visit www. MonroeBrakes.com or contact your Monroe Brakes parts representative.

Identifix Hires New VP of Business Development

Identifix, Inc. announced the addition of Richard J. Gunderson as the company’s vice-president of Business Development. He will be responsible for the implementation of Identifix’s long-term strategic business plan, including expansion into new markets both internationally and within the United States, product development and extending sales channels. His duties also include maintaining relationships with Identifix affiliates, developing new business prospects and serving as a project leader for new client onboarding to streamline workload between various departments. “Richard’s expertise in building long-standing, mutually beneficial relationships in the professional automotive repair industry is perfectly suited to help Identifix as we continue to extend our reach through new and existing partnerships,” said Jeff Sweet, president at Identifix. “Beyond his professional accomplishments, Richard brings the same positive, customer-focused energy that has always been at the core of our business for the past 25 years,” Sweet added. Gunderson brings a wealth of expertise to his new position, including his abilities to form strategic alliances, develop and implement new programs and to support market expansion. His most recent position was vice-president and general manager at Autodata Publications. He has a bachelor of arts degree in organizational management and a master’s in organizational management, both from Concordia University in St. Paul, MN. His professional memberships include the National Automotive Service Task Force, Equipment & Tool Institute, Motorcycle Industry Council and Automotive Service Association, among others.

Check Out Our Website www.ssgm.com www.ssgm.com

12-10-15 11:24 AM

Now, We Do It All!

ValvolineÂŽ now offers a full line of Valvoline Professional Series automotive service chemicals. With Valvoline Professional Series, you get a comprehensive line of professional-grade products, services and solutions all backed by industry leading marketing programs. Valvoline Professional Series delivers maximum value to consumers and helps grow your bottom line. ÂŠ, 2010, Ashland Canada Corp.

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SSGM BAYWATCH 276 SEMA 40 626 2 X E P AA

www.redi-sensor.com

VDO REDI-Sensor: The seamless, multi-application service solution for TPMS. VDO REDI-Sensor™ delivers over 80% coverage with just 3 sensors. • Ready out of the box! • Pre-programmed and designed to follow OE vehicle relearn procedures • Works with all major TPMS scan tools • Now covers over 80% of all vehicles in North America • Reduces inventory and eliminates service delays • OE designed and validated

New Products

Snap-on Multi-Meter and Insulation Tester Servicing hybrid vehicles just became much easier with the new Snap-on Multi-meter and Insulation Tester (EEDM650C). This tool allows users to perform more tests faster and more efficiently. Some of the key features and benefits of the Snap-on Multi-meter and Insulation Tester (EEDM650C) include: Insulation testing of electric motor coil winding checks the coating on the wires to detect leakage current that can result in poor performance or failure; CAT III 1000V, CAT IV 600V safety rating; 0.25 peak capture catches faster signals that other meters may miss regarding intermittent issues for improved diagnostics; 4,000 count color graphic display is the world’s first digital, multi-meter color display, making it easy on the eyes and visible in sunlight; five voltage test ranges (50, 100, 250, 500, 1000 VDC); and special CAT III 1,000V / CAT IV 600V safety standard. Snap-on www.snapon.com

Amsoil Introduces 10W-30 Synthetic Diesel Oil The Amsoil OE 10W-30 Synthetic Diesel Oil provides outstanding fuel economy benefits for applications requiring an SAE 30 or 10W-30 diesel oil. The new addition to the company’s OE line offers high-quality protection and performance for manufacturer-recommended drain intervals. OE 10W-30 Synthetic Diesel Oil is API CJ-4 licensed and suitable for modern and older on- and off-road diesel applications. It is an excellent entry-level product for customers who want to move up to synthetic quality. Benefits include: meets emission system requirements; extreme-temperature performance; resists oil consumption and emissions; and controls soot-thickening and wear. Amsoil www.amsoil.com

Portable Hydraulic Jack

salessupport-us@vdo.com 800-564-5066 www.redi-sensor.com

VDO and REDI-Sensor – Trademarks of the Continental Corporation

Like us at facebook.com/REDISensor

Gates Canada announced a new portable hydraulic jack. Part # 16-200, helps easily change a tire on most cars, trucks or recreational vehicles using only the vehicle’s 12-v power port. The jack features: Simple up/down operating switch with power indicator; a 4.1 meter (13.5’) cord plugs into any 12-v power port; safely stays locked when power is disconnected; lifts up to 998 kg (2,200 lbs); and includes blow molded storage case and fully-enclosed pump and tank. Gates Canada Baywatch continues on page 46 www.gates.com

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Introducing the Mister Transmission Let’s Be Friends Partner Program

Now you can repair transmissions without getting your hands dirty. Bring your customer’s transmission problems to us, and we’ll take care of two things: the transmission, and you. • Competitive wholesale pricing • Partner Program customization • Fully stocked inventory for faster repairs • Comprehensive warranty, giving you and your customers peace of mind

us rewards points towards valuable gifts with every job that we help you with. P•lEarn Call or visit your local Mister Transmission and find out how easy it is to build a profitable friendship!

“Hey

Mister You’re a friend of mine!”

www.mistertransmissionpartners.com 1-800-373-8432

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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 ELECTRONICS Allan’s Automotive Electronics Ltd.

www.allansautomotive.com Phone: 780-469-8060 Your Automotive Test Equipment Repair Specialist Tool Sales and Service. We provide service and warranty for most makes of automotive test equipment.

AUTOMOTIVE PARTS & ACCESSORIES Aisin World Corp. of America, Inc. (AWA), a leading Tier One automotive components supplier and one of the world’s largest manufacturers of aftermarket parts. AISIN’s original equipment technology and know-how is used to ensure product quality and reliability. To learn more about our products, request a catalogue today. www.aisinaftermarket.com Goodyear Engineered Products www.goodyearep.com/aftermarket www.goodyearbeltsandhose.com The officially licensed belt of NASCAR. Gatorback, the quiet belt. You can never replace Goodyear quality. 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

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”.

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.

ADVERTISERS’ INDEX Advertiser

Page #

Website

Advics North America. . . . . . . . . . . . . . . 17. . . . . . . . . . . . . . . . amsales@advics-na.com Auto-Camping. . . . . . . . . . . . . . . . . . . . . . 7. . . . . . . . . . . . . . . . . . www.autocamping.ca BMW Canada Inc. . . . . . . . . . . . . . . . . . . 47. . . . . . . . . . . . . . . . . . . . . . . . . www.bmw.ca Cardone. . . . . . . . . . . . . . . . . . . . . . . . . . . 29. . . . . . . . . . . . . . . . . . . . . www.cardone.com CARS Essentials. . . . . . . . . . . . . . . . . . . . 45. . . . . . . . . . . . . . . . . www.carsessentials.ca Chevron. . . . . . . . . . . . . . . . . . . . . . . . . . . 33. . . . . . . . . . . . . . . . . . . . www.havoline.com Denso. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3. . . . . . www.densoaftermarket.com/ssgm Equus Products Inc. . . . . . . . . . . . . . . . . 39. . . . . . . . . . . . . . . . . . . . . . www.equus.com Ford Motor Company. . . . . . . . . . . . . . . 11. . . . . . . . . . . . . . . . . . . . . . . . . . www.ford.ca Fram Group. . . . . . . . . . . . . . . . . . . . . . . . 23. . . . . . . . . . . . . . . . . . . . . . . . www.fram.com Gabriel. . . . . . . . . . . . . . . . . . . . . . . . . . . . 13. . . . . . . . . . . . . . . . . . . . . . www.gabriel.com Imperial Oil. . . . . . . . . . . . . . . . . . . . . . . . 25. . . . . . . . . www.retailers.winwithmobil.ca Liqui-MolyGmbH. . . . . . . . . . . . . . . . . . . . 5. . . . . . . . . . . . . . . . . . . . www.liqui-moly.de 44 SSGM October 2012

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Advertiser

Page #

Website

Mister Transmission. . . . . . . . . . . . . . . . 43. . www.mistertransmissionpartners.com Mitchell 1 . . . . . . . . . . . . . . . . . . . . . . . . . 27. . . . . . . . . . . . . . . www.prosdemandit.com Philips Automotive Lighting. . . . . . . . . 26. . . . . . . . . . www.philips.com/automotive Ross-Tech LLC. . . . . . . . . . . . . . . . . . . . . . 37. . . . . . . . . . . . . . . . . www.VCDS-ProKit.com Tenneco, Monroe Shocks and Struts. . 21. . . . . . . . . . . . . . . . . . . . . www.monroe.com Tenneco, Walker . . . . . . . . . . . . . . . . . . . 19. . . . . . . . . . . . . . . www.walkerexhaust.com Valvoline Oil Canada. . . . . . . . . . . . . . 9,41. . . . . . . . . . . . . . . . . . . . www.valvoline.com VDO TPMS Replacement Parts. . . . . . . 42. . . . . . . . . . . . . . . . . . www.redi-sensor.com VL Communications. . . . . . . . . . . . . . . . 35. . . . . . . . . . . . . . . . . . . . . . . www.vlcom.com Volkswagen Canada . . . . . . . . . . . . . . . 48. . . . . . . . . . . . . . . . . . . . . . . . . . . www.vw.ca Wakefield Canada . . . . . . . . . . . . . . . . . 31. . . . . . . . . . . . . . www.wakefieldcanada.ca WORLDPAC. . . . . . . . . . . . . . . . . . . . . . . . . 2. . . . . . . . . . . . www.worldpac.com/2012ss www.ssgm.com

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SSGM BAYWATCH New Products

New VDO Speed Harness Included In VDO Viewline Kits Continental Commercial Vehicles & Aftermarket, manufacturer and supplier of VDO OE-engineered instrumentation and replacement parts for the custom truck and car enthusiast market, now features a premium automotive grade wire harness as standard equipment in every VDO Viewline 5- and 6-gauge instrument kit. Called the VDO Speed Harness, this new ready-to-use wiring harness features a plug-n-play configuration that helps make installation simple and trouble-free. Each connector features a keyed tab that only allows a one-way hookup to prevent unintended cross wiring and short circuits. Using the Viewline single plug connector design, each gauge connection is clearly imprinted to make identification simple and straightforward. All of the gauge connectors meet at two centralized connections, each with color-coded pigtails. One connector is attached to the under dash connections such as power, ground and turn signal, while the other connects to all of the gauge senders. In addition to the new Speed Harness, the VDO Viewline kits come with all required mounting accessories, matched senders (including the speedometer sender), threaded adapters, electrical connectors and easy-to-follow instructions. Continental Commercial Vehicles & Aftermarket www.vdo.com/usa/

Mac Tools TaskPlus Scan Tool Offers Fast Problem Diagnosis and Increased Productivity Automotive technicians looking to save time and money in the shop can now utilize the upgraded Mac Tools TaskPlus Trilingual OBD II/EOBD & Scan Tool (ET1205ANX). New features such as AutoID, acronym library and component locator allow technicians to check and diagnose trouble codes faster than they could with previous models. While the AutoID function automatically selects the vehicle being worked on (applicable for most 2000 and newer vehicles), the acronym library and component locator help to eliminate guesswork. Specifically, the acronym library clarifies terms such as “CTS” (better known as Coolant Temperature Sensor),

and the component locator provides text-based descriptions to indicate where a component is located. Additionally, the tool includes features such as graphing on screen, the ability to record and play back live data, and optional battery power. Live data allows the user to view vehicle sensors, switches and relay inputs in real time, while the engine is running. This feature is essential for diagnosing drivability issues and intermittent faults. Finally, the ET1205ANX displays all 10 modes of OBD II data and meets European OBD standards (EOBD) to provide technicians everything OBD II has to offer. Mac Tools www.mactools.com

Firestone R4Tech Air Suspension Available for 2011-12 Ford F-450 A new Firestone Industrial Products Company, LLC R4Tech air suspension system is available for 2011-2012 Ford F-450 4WD Long Bed trucks (part # W287600147). The R4Tech kit is a hybrid air/leaf suspension system designed to replace the factory leaf spring suspension. It delivers an improved ride at all times by using the variable spring rate of the air spring to stiffen when the truck is loaded and soften when unloaded. Featuring Firestone Airide air springs, Ride-Rite air accessories and a SANLUIS Rassini leaf-spring suspension, the R4Tech kit creates a fully functional system that adjusts for varying load capacities. It also improves headlight aim and driveline angles independent of load conditions, and delivers improved towing effectiveness. The complete R4Tech system comes with the Rassini foundation suspension - including leaf plates, lower trailing link, J-spring, spring perches and mounting brackets - the Airide air springs and an air compressor control system that maintains the proper air level in the spring for the exact load you’re carrying. Professional installation is recommended for R4Tech systems, which easily install using the same factory holes as the OEM leaf suspension. Firestone www.ride-rite.com 46 SSGM October 2012

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vw.ca

We’re gearing up to serve you better.

Get to know us. We mean business. And that means greater customer satisfaction for you. Smart decision makers know that true quality makes all the diﬀerence. Our parts are precision-engineered, Autobahn-tested and identical to Volkswagen Original parts – so they’ll ﬁt and perform as expected. No costly comebacks.

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12-10-15 11:41 AM