SSGM Service Station and Garage Management READ BY AUTOMOTIVE REPAIR SHOP OWNERS AND TECHNICIANS SINCE 1955
DECEMBER 2013
GARAGE OFMEINEKE THE YEAR CAR CARE CENTRE www.ssgm.com
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SSGM what’s inside December 2013
Vol. 42 No. 10
Service Station and Garage Management
EDITOR Tom Venetis (416) 510-6790 tom@ssgm.com TECHNICAL EDITOR Jim Anderton jim@ssgm.com
CONTRIBUTING WRITER Andrew Brooks 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 14
PRODUCTION MANAGER Steve Hofmann (416) 510-6757
See Page 20
PRINT PRODUCTION MANAGER Phyllis Wright
Garage of the Year
VICE PRESIDENT CANADIAN PUBLISHING Alex Papanou
Meineke Car Care Centre puts the customer first . . . . . . . . . . . . . . . . . . . . 14
PRESIDENT BUSINESS INFORMATION GROUP Bruce Creighton
TACT What is good for the owner and the employee?. . . . . . . . . . . . . . . . . . . . . . 18
Ride Control How shocks work and why it is important that you know. . . . . . . . . . . . . . 20
Aftermarket Outlook Economic uncertainty, world events and aging boomers are changing the aftermarket . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Departments Editorial. . . . . . . . . . . . . . . . . . . . . . . . . . . 6 News. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 Jim’s Rant. . . . . . . . . . . . . . . . . . . . . . . . 23 Baywatch . . . . . . . . . . . . . . . . . . . . . . . . 28 Advertiser Index. . . . . . . . . . . . . . . . . . . 34 Internet Directory. . . . . . . . . . . . . . . . . . 34
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We acknowledge the financial support of the Government of Canada through the Canada Periodical Fund of the Department of Canadian Heritage.
In association with CANADIAN
AUTOMOTIVE Technician
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
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THE MOST IMPORTANT PART OF SERVICE? THE PARTS. Start the job right with genuine Motorcraft® parts. The only parts manufactured specifically for Ford and Lincoln vehicles. Take our brake pads—unlike some aftermarket brake pads, they’re part of a vehicle braking system that’s tested on the road under real-world conditions and meets Canada Motor Vehicle Safety Standards. For the best quality and more satisfied customers, choose Ford Motorcraft® parts from your local Ford Store. See dealer for details.
Ford and Motorcraft® brake pads and shoes are covered by the Ford Protection Plan* – so you can let your customers know that these could be the last ones they ever buy.
* Ford Protection Plan (“FPP”) is only available for purchasers of Ford or Motorcraft® replacement parts for non-commercial cars and light trucks. FPP provides coverage (part only, labour and towing excluded) beyond the expiry of the standard Parts & Accessory Warranty. If a FPP eligible Ford or Motorcraft® part fails due to a defect in material or workmanship, wear out or rust through, it will be replaced at no charge as long as the original purchaser of the part owns the vehicle on which the part was installed. Coverage varies between over-the-counter and dealer-installed parts. See your local Ford Store for complete coverage details and limitations. Motorcraft® is a registered trademark of Ford Motor Company. ©2013 Ford Motor Company of Canada, Limited. All rights reserved.
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|| Tom’s Editorial
What’s to Come in the New Year D By Tom Venetis, Editor
Telematics is going to have the biggest impact on the aftermarket. Telematics provides technicians detailed and real-time vehicle information that will be needed to effectively diagnose problems and improve vehicle maintenance.
ecember is the time when tradition dictates that we make furtive attempts at prediction. What will likely continue is an increasing number of new models and major model redesigns coming to market as vehicle makers look to capture aging boomers and millennials. Polk finds that from 2010 to 2012, 150 new vehicle models and major redesigns were introduced into the North American market. Between 2013 and 2015, there will be a 70 per cent increase, with some 260 new vehicle models and major redesigns introduced. With new fuel efficiency standards, there will be increasing complexity in vehicle electronics along with new engine designs. By-wire technologies, now part of luxury and hybrid vehicles, will begin to be seen in more mid-range vehicles, again to help in fuel efficiency. This will place challenges on technicians and independents that will need to invest in new training and advanced diagnostic tools. Continued economic uncertainty and global political trends will make themselves felt in vehicle ownership and driving habits. The economic recovery both in Europe and North America continues to be sluggish with stubbornly high unemployment. Vehicle age will continue to trend upwards with people investing more in maintenance and repair. Political uncertainty in the Middle East will precipitate in widely fluctuating gasoline prices that will impact driving habits. If prices spike, people will park their cars. Telematics is going to have the biggest impact on the aftermarket. Telematics provides technicians with detailed and real-time vehicle information that will be needed to effectively diagnose problems and improve vehicle maintenance. The challenge for the aftermarket is many of these systems are being designed as a closed loop, the information only accessible to authorized dealer technicians and needing specialized tools to access the onboard systems. This locks vehicle owners to the dealership networks. J.D Power and Associates has several studies showing vehicle service experience influences decisions on where service dollars will be spent. If telematics remains a closed loop environment, those service dollars will remain in greater numbers with authorized dealer service operations. Demographics will change the aftermarket as well. There is the shift from the boomer generation to millennials and their differing views of what quality service is and how each wants communications with them to be done. Then there is the changing ethnic face of major cities with challenges of how to reach out to new Canadians and their communities. Independents will need to be sensitive to these changes if they wish to succeed in the coming years.
What do you think? Have your say and speak your mind! letterstotheeditor@ssgm.com 6 SSGM December 2013
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|| News Briefs Winter Driving Continues to Stress Out Ontarians Ontario drivers have a love-hate relationship with snow tires — they love how they make winter driving so much safer yet they hate putting them on their cars, suggests a new survey commissioned for Centennial College’s School of Transportation. Seventy-nine per cent of Ontarians who drive say snow tires create a safer winter driving experience, with 87 per cent correctly understanding that even all-wheel-drive vehicles need them. But only 53 per cent of drivers in the province install them on their own cars. The usage rate of winter tires is similar between the sexes: 52 per cent of men versus 55 per cent of women. However, 47 per cent of women say they get nervous and
CRP Automotive Names Trevor Potter as Vice-President of Sales
CRP Automotive has named Trevor Potter as vice-president of sales. Mr. Potter will manage all aspects of the CRP Automotive sales program and its sales team in the U.S. and Canada. He will also be responsible for expanding CRP’s market share as well as increasing the company’s distribution footprint. In making the announcement, CRP president/CEO Dan Schildge noted, “Trevor comes to us with over 20 years of executive and sales management experience in the automotive aftermarket. His proven leadership track record in both the manufacturing and distribution channels is a significant advantage for our steadily growing organization, and we look forward to his contribution.” Before joining CRP, Mr. Potter was with Schrader International (Auburn Hills, MI), a leading manufacturer of 8 SSGM December 2013
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stressed about driving in the winter while only 28 per cent of men admit they are uneasy driving in snow and ice. Eastern Ontario drivers are the most likely to install winter tires, with 69 per cent installing them each year, by far the highest rate and perhaps influenced by the fact neighbouring Quebec is the only province to legally require drivers use winter tires. “The vast majority of Ontario drivers know they should use winter tires but only half do so,” says Stephen Leroux, Centennial College automotive professor. “This truly is a conundrum for all road users.” Other survey results include: • To avoid driving in snow, 43 per cent stayed home from work or school, 38 per cent cancelled a social engagement and 20 per cent missed a medical appointment; • 40 per cent of male drivers strongly agree they are confident in their winter driving skills, compared with 16 per cent of women; • 42 per cent of drivers whose personal income exceeds $100,000 a year are strongly confident in their driving skills; • 44 per cent of drivers 18 to 34 say winter driving makes them stressed, dropping to 31 per cent for those 55-plus. “In addition to installing four matching snow tires, Ontario drivers ought to have licensed mechanics ensure their cars are ready for winter,” says Leroux. “This is a small price to pay for potentially saving your life and the lives of your passengers, not to mention other motorists.”
valve and sensing technologies, where he served as vice-president of aftermarket sales and marketing, and helped create the company’s successful North American sales and marketing organization. Prior to that, he served as a division manager of the automotive aftermarket for Petoskey Plastics (Birmingham, MI) and as director of sales and training for ADN (Automotive Distribution Network) (Memphis, TN). Mr. Potter holds a Masters of Business Administration degree from the University of Phoenix and an Honors Bachelor of Arts from the University of Guelph. He will be based out of the CRP Automotive HQ in Cranbury, NJ.
Raybestos Chassis Customers Can “Stock to Demand”
The Market Science group of Affinia has introduced an inventory management tool that can help store owners laser in on a leaner, more insightful stocking strategy.
The S2D (Stock to Demand) web portal combines statistical modeling, historical data and predictive analytics to help WDs and stores develop a better focus on their future inventory needs. By being able to predict their future inventory needs, customers can spend less time ordering and more time selling. “Traditional category management tends to focus solely on historical data,” said Nicholas Jacquez, the vice-president of marketing and product development for Affinia Global Chassis. “The S2D web portal analyzes replacement rates and market opportunities. This gives our customers the information they need to optimize their inventory for their specific trade area(s) at specific times of the year.” While the proprietary science behind the S2D is intricate and complex, the user interface is quite simple. The user selects a geography and product line. S2D then retrieves the VIO in the selected geography, combines it www.ssgm.com
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News Briefs || with Affinia’s proprietary replacement rates (which vary by part type according to vehicle year, make, model, and resident state) and returns a table of parts ranked by demand in that geography. This table also shows part level VIO, sales rank, location and position on vehicle, per car quantity, part introduction date and an interactive buyer’s guide, everything needed to optimize inventory, for both established parts and new numbers. The user can quickly download this table to Excel for further analysis. Jacquez said large amounts of working capital are tied up in excessive and unnecessary inventory. But in just a couple of minutes, customers can calculate the true demand surface for each chassis part in their area. They can then tailor an inventory that satisfies existing needs and future demand. “As far as I know, Affinia is the only aftermarket manufacturer with a statistically derived method for predicting total market demand,” said Jacquez. He added that the competitive advantage offered by S2D helps customers of Raybestos chassis parts maintain their leanest inventory possible and ensures they have the necessary inventory to cover spontaneous repairs other shops didn’t expect.
Dayco Wins Three Automotive Communications Awards during AAPEX 2013
Dayco Products, LLC announced it was the recipient of three Automotive Communications Awards for businessto-consumer communications during the 2013 Automotive Aftermarket Products Expo (AAPEX) in Las Vegas. The Automotive Communication Awards, presented during the 16th Annual Car Care Council Women’s Board Reception, are sponsored by the Car Care Council Women’s Board and the Automotive Communication Council. The awards applaud companies and/or agencies that provide automotive information to consumers and trade professionals through outstanding advertising, marketing and public relations efforts. “It is an honor to be recognized by www.ssgm.com
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the Car Care Council Women’s Board and the Automotive Communication Council,” said Brian Wheeler, Dayco marketing manager. “Dayco is one of many companies in the automotive aftermarket constantly searching for new ways to get our message out to the users and distributors of our products.” Dayco was awarded “Best Brochures, Booklets & Handouts” for its interac-
tive VIN-Scanning App flyer. In order to promote the launch of the Dayco VIN-Scanning mobile app, Dayco created an interactive flyer for professional technicians and do-it-yourselfers. This informational flyer is complete with a QR code that directs users to Dayco’s site to download the free app, and incorporates a sample VIN barcode so app users can test the app immediately
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|| News Briefs after downloading. A screenshot of a map on the flyer also shows users how the use of a built-in GPS system will help locate the nearest parts store selling Dayco parts. “The flyer explains the features and benefits of the mobile app in a clear, easy-to-understand manner giving users a reason to be interested in learning more,” added Wheeler. Dayco also won “Best QR Code Customization” for its use of QR codes on packaging. In an effort to assist the users of its products, Dayco added QR codes to product packaging. Dayco does not just direct users to a marketing website or homepage when the QR code is followed. Dayco gives value to QR codes and directs users to installation videos that reside on its YouTube channel, allowing the mechanic or doit-yourselfer to immediately access the information needed to install the product correctly. Lastly, Dayco was awarded “Best Media Outreach to Non-English Speaking Audiences.” As a global com-
pany, Dayco fully understands the need to relay messages in multiple languages. The Dayco North American Aftermarket Division communicates with not only English-speaking individuals, but those who speak Spanish and French. With that in mind, Dayco produces all printed promotional and informational pieces in English, Spanish and French. This allows Dayco to communicate with customers throughout U.S., Canada and Mexico.
Federal-Mogul Receives Four Automotive Communications Awards at AAPEX 2013
The Federal-Mogul Vehicle Components segment received four awards for excellence in business-to-consumer and business-to-business communication during the 2013 Automotive Aftermarket Products Expo (AAPEX) in Las Vegas. The annual Automotive Communications Awards (ACA) program, sponsored by the Car Care Council Women’s Board and Automotive Communication Council, highlight outstanding advertising, market-
ing and public relations activities on behalf of aftermarket organizations. In the business-to-consumer category, Federal-Mogul’s ANCO Wipers brand was honored for the best television commercial and the company’s Champion brand received the award for the best customization of a Facebook page (www.facebook.com/ChampionSparkPlugs). Federal-Mogul received a businessto-business award for best magazine article (general market/special interest) for an eight-page editorial section, titled “STOP,” introducing Wagner ThermoQuiet CeramicNXT brake pads featuring OE21 low-copper friction formulations. The company’s MOOG Steering and Suspension brand received the business-to-business award for best Facebook customization (www.facebook.com/MOOGProblemSolver). “ACA is the premier marketing awards program for the North American aftermarket and an important indicator of the value of a supplier’s communication efforts,” said Michael Proud, director of marketing, North
Mister Transmission Announces 50th Anniversary Contest Mustang Winner Mister Transmission announced that Ron Poole of Waterloo, Ontario is the winner of their 50th Anniversary Mustang Giveaway contest. The nationwide contest ran from May 1st to October 15th, 2013 and was widely publicized through a mix of broadcast and traditional media, as well as online media.
Ron Poole, of Waterloo, Ontario, is the winner of the 50th Anniversary Mustang Transmission. 10 SSGM December 2013
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There was no purchase necessary and over 5,500 entries were received. The contest was Mister Transmission’s way of celebrating 50 years of success in Canada and thanking Canadians for trusting them to keep their cars on the road. Waterloo Franchisee Brian Schroeder, together with CEO Randy Moore presented Ron with a brand new 2013 Ford Mustang Convertible at the Waterloo Mister Transmission location on October 29th. When asked about his reaction to Randy’s call telling him the good news, Mr. Poole commented that at first he did not believe it was real. He assumed Randy was a telemarketer trying to sell him something. Only after receiving a second call from Brian congratulating him, did the reality set in. Mr. Poole is a long time customer of the Waterloo Mister Transmission store, so it is fitting that his name came up in the draw. The computer generated, random draw, was held at Mister TransmisGiveaway contest with Mister sion’s head office in Richmond Hill on October 15th, 2013. www.ssgm.com
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News Briefs || America, Federal-Mogul Vehicle Components segment. “We’re honored to receive these confirmations that our team continues to excel in connecting with the professionals and consumers who choose Federal-Mogul products every day.” The Car Care Council Women’s Board comprises professional women and men from the automotive aftermarket who are dedicated to providing career leadership to women in the automotive aftermarket, providing car care information to female audiences and encouraging young people to investigate opportunities in the automotive aftermarket. The Automotive Communication Council (ACC) is a national, non-profit organization comprised of marketing professionals engaged in public relations, advertising, branding and other communication practices for automotive aftermarket companies. ACC provides a networking forum for the exchange of ideas, information and resources about issues, challenges and trends impacting companies and organizations throughout the aftermarket industry.
Joseph Tuholski Named Cengage Learning/ASE Master Automobile Technician of the Year
Cengage Learning, an educational content, software and services company for the academic, professional and library markets, announced that Joseph Tuholski of Tucson, AZ has been named as the Cengage Learning/Automotive Service Excellence (ASE) Master Automobile Technician of the Year. The award, sponsored by Cengage Learning, recognizes the automotive technician earning the highest composite score on the ASE certification exams, the industry standard for automotive service professionals. Tuholski was one of the highest scorers of more than 330,000 technicians, for which Cengage Learning awarded him with a cash prize and an all-expenses-paid trip to the annual ASE Board of Director’s Industry Awards Dinner, in Newport Beach, CA, where he was presented with the award. www.ssgm.com
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“We are excited to again partner with ASE to show our support for automotive technicians who value education and improving the quality of automotive service and repair,” said Greg Clayton, vice-president, Cengage Learning. “Technicians such as Joseph Tuholski perfectly demonstrate this dedication to their work and a passion for continued development in their profession. We are honored to be presenting him with this award and look forward to seeing all the great things he has yet to accomplish in his career.” “Obtaining an ASE certification is all about showing your community that you care,” said Tuholski. “By studying for my exams and gaining this ASE certification, my education not only benefits my career, but also the lives of my local community. They can come to me and have the peace of mind to know that their vehicles will be repaired the right way. A great technician can make an honest living just by working smarter.” Tuholski has been working as an automotive technician for 24 years, and for the past 20 of those years he has been a Master/Lead Technician at Milex Auto Service of Tucson, AZ. Tuholski enlisted in the U.S. Army in 1986 to earn money for tech school, and served three years of active duty. He also obtained his Associate Degree of Applied Sciences in Automotive Repair from ITT Tech Ft. Wayne, IN. Some highlights from Tuholski’s career include being a certified Emissions repair technician by the Arizona Dept. of Environmental Quality, and receiving his Mobile Air Conditioning Society (MACS) recovery and repair certification.
Fiat names SKF Best Quality Supplier with Fiat Qualitas Award
SKF received the prestigious Fiat Qualitas Award as the best quality supplier. The Fiat Qualitas Award is given to Fiat’s best suppliers and recognizes companies for their outstanding contribution to improved vehicle value. Tryggve Sthen, president SKF Automotive says, “This is a highly prestigious award. December 2013 SSGM 11
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|| News Briefs Ontario Government Moves to Make Drive Clean a Revenue Neutral Program On November 7th, the Ontario government committed to reducing the Drive Clean test fee to create a revenue neutral program as part of its Fall Economic statement. According to the Ministry of Environment, the portion of test fees directed toward Drive Clean facilities will not decrease. As a result, facilities will not incur a financial impact from this change. The Ontario government reiterated the important role that Drive Clean plays in the reduction of smog causing pollutants, and the value of the program to the province’s environment. The Ontario government has not yet indicated the value of the proposed fee reduction, which is anticipated to be revealed in two to three months. It is truly inspiring and proves that we deliver the right value. Our cooperation goes back over 100 years and is based on trust and shared experiences. In addition to this award, another proof of our strong partnership is the recent agreement to supply products for Fiat’s new X-UV platform.” SKF was recently nominated to supply the SKF wheel hub bearing units (HBU) for the front and rear wheels for four different models of Fiat and Jeep on the new X-UV platform. The agreements combined are expected to amount to approximately SEK 1 billion. With the quality award and business agreements, Fiat recognizes SKF’s expertise to develop solutions with the optimized performance and quality needed for each vehicle model. Another appreciated key factor is SKF’s local presence and support in both engineering and manufacturing with a strong global footprint. These characteristics are the basis for this cooperation’s continued growth and to develop innovative, energy efficient solutions.
Attracting and Keeping Talent in the Industry
In mid-November, students from the Automotive Business School of Canada, their professors, and various leaders in the aftermarket industry congregated at the Horseshoe Resort in Barrie, Ontario for the Automotive Industries 12 SSGM December 2013
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Association (AIA) of Canada’s annual Student Aftermarket Day. As always, the goal of the event was to teach automotive students from Georgian College about some of the varied career opportunities in the Canadian automotive aftermarket. This year in particular, the 100 students in attendance were treated to three panel discussions related to the aftermarket industry – “Aftermarket 101,” “Parallels between the Aftermarket & Dealers,” and “Career Planning.” The students also had the opportunity to network with industry leaders at an expanded 13 booth career fair and test their knowledge of the industry with the ever-popular jeopardy-style game. As part of this year’s “Best in Class” program, three groups of students made presentations to their peers and the 50 industry leaders in the room during the event. Following the presentations, the industry leaders voted on the best presentation. The winners, Yaroslava Didovyk, Jordan Mofford, and Kahla Phillips, all won iPad minis and have been invited to give their presentation, titled “Marketing the Aftermarket,” at AIA’s Ontario Automotive Service Providers Forum in March 2014. Students had the opportunity to take home some great prizes, including three $500 scholarships donated by AIA’s Ontario Division that were awarded to Laurence Desaulniers, Jose-
phine Duguay and Tiffany Pascual. The following day, AIA Canada’s YES Committee hosted its management workshop. The day began with a presentation by industry leader Ed Coates, president of Lordco Auto Parts, who entertained attendees with stories of his company’s success and spoke about Lordco’s growth since it first opened in 1974. In particular, he highlighted the importance of supporting and promoting employees from within the organization, rather than stealing talent from other organizations. Kelly Burnett, president of Calyx Consulting, then took the stage and delivered an engaging workshop on presentation skills that provided the 50 participants with strategies to develop their own unique and professional communications style and taught them how to give presentations that connect with their audiences. “I can’t say enough how important it is to engage the future leaders of our industry and to equip them with the tools and know-how they will need to take the reins,” said Marc Brazeau, president and CEO, AIA Canada. “By attracting new talent to the industry and working to ensure the success of our young executives, these two events are an important part of ensuring the future health and prosperity of our industry.” www.ssgm.com
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|| Garage of the Year
Meineke Car Care Centre Success comes from putting the customer first, building long-term By Tom Venetis, Editor relationships
A
s long as Garage of the Year has been in SSGM there have always been disagreements. Why one shop is chosen over another equally worthy shop; why is an independent chosen over a banner-branded shop; or a banner-branded shop over an independent. Why one criterion is more important than another? Then there are the conspiracy theories as to the winner, luckily none involving a grassy knoll or authorship over a disputed text. I expect this year’s choice will bring about the same debates. But one thing we have always put front-and-centre when we decide on a Garage of the Year is: does the shop represent what is best in this industry? And this year’s choice certainly does represent what this industry does best. From the moment one enters the Meineke Car Care Centre on Hwy. 7 in Vaughan, Ontario you understand that it puts the vehicle owner first. You are greeted at the door immediately by service writers who ask how they can help. If they are with other clients, they tell you they will be with you shortly and offer you a coffee or espresso. The waiting area is clean, modern . . . dare we say even inviting with a fireplace and comfortable chairs, a play area for children. There is free WiFi and a large screen television tuned to local news and entertainment programs. If a child wants to watch a favorite channel the staff is more than happy to find the station. Yes this shop is new, but spend time with the expert technicians and the three partners, and you can see they have studied what makes a good service operation and they have applied it from the very beginning. Meineke franchisee Cam Campli, together with franchise partners Andrew Jackson and Wendel Clark, places a high premium on communication and building customer trust. “What we emphasise to all the technicians and our service writers is to communicate well with the customer, explain clearly and intelligently what the technicians have discovered about their vehicle, what is recommended and give them the information they need to make an intelligent choice for the services they need for their vehicle,” Campli says. “One thing we really put a high premium on here at this shop is customer education. Not every customer understands what is happening with their vehicle so we try to spend that time educating them, on such things as the importance of winter tires or using a high-quality motor oil for an oil change, as examples.” Campli, who with wife Rita operates another Meineke 14 SSGM December 2013
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From left to right: Meineke Car Care Centre team, Andrew Jackson, Wendel Clark and Cam Campli, with Meineke Canada president Duane Arbeau.
Car Care Centre in Richmond Hill, Ontario, says vehicle owners today are not necessarily focused on getting the lowest price, as many might expect. They are instead focused on quality and building a relationship with a trusted team of professionals who will protect their vehicle investment. Relationship building is a key part of the Meineke philosophy. “Take something like brakes,” Campli continues. “I initially thought people would focus on price, so like many, we offered a three-tiered pricing formula. What we soon discovered is that we became more successful when we moved to providing a quality, warranty-backed brake and rotor combiwww.ssgm.com
13-12-09 10:30 AM
Garage of the Year ||
nation, and had our service writers explain to customers the advantages of installing high-quality friction and rotors. The service writers take the time to explain to the customer about brake wear, the importance of quality friction and rotors and why replacing them together is important, and the lifetime warranty that comes with certain components. Simply, it benefits the customer. By using quality parts, it prevents comebacks and it benefits us as it keeps those customers coming back to us for other vehicle work. They see we care about them, the investment they made in their vehicle and that we will provide them with the best parts and service for them.” Using quality parts is especially important for the high end nameplate vehicles that make up a large percentage of the work coming into the shop. These owners often insist on OE-spec parts as recommended in their manuals. Valvoline’s synthetic motor oils and fluids are the brand of choice, as well as Dexosrated oils, and Bosch and Mann+Hummel are clearly favoured by these owners for filters. Campli ensures that these brands are always in stock and easily accessible to the technicians in their work areas. The work areas are regularly cleaned and free of tools or equipment lying about when not in use. There are six active bays, with one dedicated to fleet and heavy-duty trucks. Access doors are on either side of the bays allowing easy access for vehicles. Campli says he and his team also put a premium on keeping the technicians upto-date on the latest vehicle technologies and having them take regular training. Meineke offers a range of online training programs and the technicians are encouraged to take full advantage of them, as well as programs offered by local www.ssgm.com
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parts suppliers and manufacturers. He and his team have regular weekly meetings with the service writers and technicians, reviewing the operations and looking for ways to improve the service. Campli, Jackson and Clark have high praise for the technicians who work at the shop. “Our master technician Jim, who has 35 years of experience, has not found a car he could not diagnose, in the time that we have been open,” Campli says. “We recently had a high end vehicle come here that the dealership could not diagnose. It had an O2 sensor wire that was arcing with another wire, but where those two wires were coming into contact was not visible. It was, in fact, behind the firewall. The owner complimented us that his car had gone back to the dealership several times as they tried to learn where the problem was that caused the O2 sensor issue. “They could not find it — but Jim did. The care and expertise that Jim showed is the level of what we want here in the bays from all our team.” Keeping vehicle owners coming back with quality service is one thing. Engaging with them is another and that is where Jackson and Clark come in. Both bring a wealth of experience in leveraging new communications strategies and promotional expertise to the table. Said Meineke Canada president Duane Arbeau, “Wendel serves as a great ambassador to the Meineke brand. In addition to being a franchisee, he attends franchise shows with us and goes above and beyond to help. He also serves as our national spokesperson and helps us with retail sales and promotions. We just finished filming some commercials with Wendel that we are very excited December 2013 SSGM 15
13-12-09 10:30 AM
|| Garage of the Year
Meineke Car Care Centre service writer Kaike Yang.
about. He is well-recognized and respected across Canada. With the Meineke brand, we think that’s a pretty powerful combination.” “Because Andrew and I are in the promotional end of the business, we are working to raise the profile of the shop and use social media to drive business,” Clark says. “We are working right now to develop processes to increase customer retention. We worked on developing the visual presentation
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From left, Meineke Car Care Centre technicians Jim Formenton, lead technician and shop foreman and technician Mike Jeevaratnam.
of the shop, how to make customers feel comfortable coming to us with their problems and we are using Facebook and Twitter, for example, to engage with our customers.” The Meineke shop has been particularly effective in growing their customer email database, through the Meineke EClub program with over 50 per cent of their customers supplying emails. The emails are used to not only send customer service reminders, but to solicit feedback. “I respond directly to emails from customers,” says Campli. “I see that as a necessary part of customer relationship building.” Campli adds customers are pleasantly surprised by his answering their queries and that he takes their feedback seriously; and he will respond to them right away, even if it is at eleven in the evening, as he recently did with one customer who emailed him. “She did wonder if I ever slept,” he adds. In case anyone thinks that Wendel Clark’s role is simply that of a spokesperson, think again. Along with Andrew Jackson, who it turns out is a long-time friend, he sees this Meineke Car Care business as a long-term commitment. He and his partners are looking to open at least two more locations soon and Clark enjoys the work of building the business and interacting with the customers. He says that someday his children might want to think about the business as a career prospect so he is serious in looking to make the business a success, although he does say there was another reason for getting involved in the business with Campli and Jackson. Said Andrew Jackson, “It’s been lots of fun learning and developing the Meineke business. Having a strong staff is critical. Our focus is on building the right team and to make certain we all support each other.” “We are trying to turn a Montreal Canadiens fan [Campli] into a Toronto fan,” Clark jokes. “Cam does live in Toronto! The Meineke business is something I want to be around for a long time which is why I moved into an ownership position and I really love working with people.” SSGM www.ssgm.com
13-12-09 10:30 AM
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13-12-09 2:33 PM
|| TACT Team Management
What’s Good for the Owner is Good for the Employee
N
othing gets a group of shop owners more riled up than talking about technicians who are texting on their phones while they work and service advisors who Facebook all day long. My usual approach to this challenge is to provide good leadership skills training, employee engagement training and discussion of ways to develop mutual accountability of all the team members. However, I have had my eyes opened to a hypocrisy on the part of the owners that needs to be addressed before we talk to our employees. There are some owners who blatantly say, “Do as I say, not as I do,” and then expect their employees to perform well. Having said that, many owners are not aware that they are being hypocrites. This comes from a lack of understanding of what it means to be a business owner, especially one who performs an active role in their business.
Where is the Owner?
I’ve been aware of this issue in one way or another for some time, but it has hit me between the eyes in recent weeks. With the shortage of good technicians and service advisors at critical levels, I have been researching what is attracting good employees to the right shops and the things that turn off good employees. What is most disturbing are the owners of the least profitable shops who often exhibit the worst behaviors. What I am talking about is a shop owner not actually putting in a full workday. (Note: if you are a shop owner whose shop is highly profitable, and you have employees to fill every single role in the business, you are off the hook. You have earned your flexibility.) 18 SSGM December 2013
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Owners who are filling roles such as manager and service advisor, in a few cases technician or shop foreman, need to held accountable to that position in the same way they would hold an employee accountable in that position. Owners are spending significant amounts of time on Facebook, Craig’s List or Kijiji; or buying and selling cars, trucks, boats, snowmobiles, motorcycles and quads. In some cases, owner are trying to make money and in others using company money needed for cash flow to buy personal toys. I have heard of shop owners spending up to half of the day watching fishing or golf videos, or sending and receiving “funny” emails. There are other examples of owners playing the stock market or working at multilevel businesses unrelated to their shops during business hours. Others are out and about, hanging out at the local coffee shop, meeting with other business owners dreaming up new business schemes. In their minds they are being entrepreneurs. Other owners are very involved in community or volunteer work, business networks, sporting organizations, or their religious organizations. Others run for political office at municipal, provincial and federal levels. And then there is playing solitaire, working on hot rods and racecars, hiding in the office and other general time wasting. Before you jump all over me, get defensive or close this magazine, please understand that none of the above mentioned activities are bad in themselves. In fact, some of them are very honorable and rewarding activities, and in other cases I know that the owner is
By Murray Voth, TACT
burned out and is trying to escape.
What Are Your Responsibilities
Just because you own a business does not mean you can do anything you want to it, with it or in it. If you own an animal you need to feed it and care for it, or the SPCA will be all over you. If you own a home, you need to look after it and maintain it or the neighbors and the real estate market will speak to you. But who holds you accountable when you own a business? If you don’t pay your taxes, the government; if you mistreat your employees, the labour board; if you don’t treat your customers well, they leave; if you don’t pay your bills, your suppliers and the bank. But who holds you accountable to how you use your time? It appears that no one does, because you are your own boss. The picture I want you to see appears when you look in the mirror. You get very upset when a technician shows up late for work, you are frustrated when your bookkeeper does not have the month end finished, and you are very stressed when your service advisor leaves in the middle of the afternoon to deal with a sick child. How do your www.ssgm.com
13-12-09 10:31 AM
TACT Team Management ||
shareholders feel when you do all of the above and more? Oh wait, you are the main shareholder! In many small to medium automotive shops the owner holds three positions. The first position is that of owner or shareholder. The second position is that of manager. And in many cases the third position will be that of service advisor, technician or bookkeeper. In larger shops, chances are you are the owner and manager. So what are the responsibilities of an owner? If you own shares in a company on the stock market you are part owner of that company. As a shareholder you are looking for a return on your investment and dividends. The shareholders hold the board of directors and the management of the company accountable to that end. Society and government hold corporations accountable for good corporate citizenship, proper environmental practices and good labour relations. These are your responsibilities as an owner; how are you doing? Next are your responsibilities as a manager. As a manager, it is your job to operate the business in such a way that the company makes a profit for the shareholders. This means that you must understand how to measure the business, create and read financial reports, understand and attain industry benchmarks. You must provide and train the systems and procedures required to attain these benchmarks. You need to attract, hire, train and retain the employees required to fill the different positions in the company. You will provide job descriptions, training, staff meetings and regular employee reviews. You will ensure that all the companyoperating expenses are paid, accounts payable are paid and accounts receivable are collected. You will research and source the required tools, equipment, training, software and computers needed to operate the business. You will meet with suppliers to negotiate best www.ssgm.com
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pricing and service for the business. You will need to manage and control the expenses of the business to ensure that the business can operate effectively yet not waste or overspend. You will research and create a marketing plan to grow the business and perform all the public relations and customer relations roles that need to be carried out. In addition to this, you will also be held accountable for good corporate citizenship, environmental and labour practices. So unless you hire a manager, I really don’t think you have time to watch YouTube videos. I said that in some shops the owner also fills a role as service advisor or technician. This is on top of the management role. I am going to qualify the above statement by saying “try” to fill a role as service advisor or technician. Unless you have a full time manager in place, how do you have time to do any other job, much less play solitaire or watch YouTube videos? Most of you in this situation have landed there because of several points of view. One is that the money is made in the bays and you think that you need to be the one working on cars because you are the best and the fastest. Another point of view is that you need to do all the service advising, because all of your customers know you and you are nervous that an employee might charge them too much or upset them in some other way. And the last point of view is that you feel you cannot afford either that technician or
advisor. In all three cases it comes down to a matter of good management and trust. If you are honest with yourself, you are desperately trying to micromanage everything because you have never found the right employee, you have never trained the right employee, and have never empowered and held the right employee accountable. Mostly because you are not the right employee: you have never been trained, you have never been empowered and held accountable, yet you are the owner of the business. Just as a couple do not need any training or certification to be parents, there is no certification required to open a business. I hope after reading this article you have woken up and realized you have been pregnant and delivered a baby, and you have no idea what to do with this baby called an automotive shop. Time to seek some parenting advice and get some training. To those of you spending long hours in your business and not wasting those hours, my hat goes off to you. If you want to be able to spend less time in your business and still make money, attracting, hiring, training, and retaining good strong employees is still the path to take. And to those of you who have a profitable shop, and have met all your obligations as an owner and manager, why not take time off and go fishing rather than watching fishing videos! SSGM
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. Contact Lee Meunier, Toll Free at 1-866-489-8228 (TACT) or by email Lee@proshopmanager.ca December 2013 SSGM 19
13-12-09 10:32 AM
|| Ride Control
Ride Control Taking the time to understand how shocks work and why they need to be changed By Tom Venetis, Editor
W
hen should vehicle owners change the shocks on their vehicles? This is a question that often brings about a great deal of debate, both amongst technicians and consumers. For some, automotive shocks should be changed regularly. They are wear items like any other mechanical component on a vehicle. Age and road conditions will wear a shock’s mechanics as time and use eventually wear brake friction. Others say unless a shock shows signs of damage or it has failed, it does not need to be replaced. Bill Dennie, director, ride control channel management with Tenneco, says the often quoted rule that shocks should be changed at 80,000 kilometers is a good rule to follow, especially if one understands what happens to a shock over time. The first thing to remember is that an automotive shock contains hydraulic fluid which over the course of a shock’s life will lose its viscosity. Dennie likens it to how motor oil wears over time. As motor oil goes through an engine it will lose its ability to provide the viscosity and protection needed to protect critical engine parts. In a shock that reaches 80,000 kilometers, “it will have gone up and down 50 million times.”
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13-12-09 10:34 AM
Ride Control || “For every mile down a road a vehicle travels, a shock absorber will work about 1,700 to 1,800 cycles per that mile. That oil inside the shock over that time will have gone through a lot of heat, so [at 80,000 km] it has lost its viscosity and it will not give you the same kind of ride as when the oil was brand new in a brand new shock.” Along with the oil degrading over 80,000 km, the internal components — such as the base assemblies, pistons and valves, for example — will wear and their tensile strength will degrade. When that happens, the oil inside the shocks will run through the system more freely and “you don’t get the same control as you had when the shocks were brand new,” Dennie adds. Dennie continues that what a vehicle owner often does not understand is that worn shocks can impact the handling of the vehicle, preventing the wheels from making constant contact with the road. “For the driver, the danger is loss of vehicle control in an accident avoidance maneuver,” says Ted Wittman, a Gabriel Answerman, engineering service, with Ride Control LLC, makers of Gabriel automotive shocks. “The driver rarely tests the vehicle’s ultimate limits, and unfortunately, when they do, it is usually an emergency. This is a bad time to find out that the vehicle is not in condition to respond. For the vehicle, the danger is accelerated wear on other suspension components and tires.” “One worn shock absorber going down a highway at 60 miles an hour, and if you have a panic stop — that one bad shock absorber or strut could increase your stopping distance by up to several feet,” Dennie adds. Because shocks wear gradually, it is often hard to tell at first that there might be a problem. People become used to the softer ride and compensate for how the vehicle handles. Even technicians can miss the subtle clues. Sometimes the only way to tell there is a problem is to take the car out for
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Monroe Quick-Strut unit is a ready-to-install replacement strut assembly that includes all the components required for strut replacement in a single, fully-assembled unit. It features pre-assembled replacement bearing plate, upper and lower spring isolators, upper spring seat, coil spring, boot kit and a premium strut.
December 2013 SSGM 21
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|| Ride Control a test drive and see what is happening, such as if the vehicle is nose-diving when the brakes are applied or leaning when taking a curve. Tenneco this year expanded its popular Monroe Ride & Drive program to include 45 visits to locations in Canada and the United States demonstrating for technicians how to diagnose ride control issues and to use that experience to educate the
consumers on ride control. A good rule to follow for technicians when dealing with shocks and ride control is that every time the vehicle comes in for an inspection or for such services as an oil change or switching out summer and winter tires, that technician should take the time to inspect the ride control to see if the shocks are showing any problems. One should remember
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22 SSGM December 2013
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that shocks take a lot of abuse which can sometimes cause premature failure. Things such as extreme cold and heat, poor road conditions or dusty off-road conditions can cause a shock and ride control system to fail before the recommended change interval. Even air suspension systems can suffer from wear and premature failure, which might not seem obvious as air suspension systems seem so different from traditional shocks. “One of the first symptoms of a faulty air suspension system is when the air suspension compressor dies,” says Todd Nash, senior vice-president of sales and marketing with Arnott Inc. “This is normally due to a small leak in one or more of the vehicle’s air springs which was undetected. Unfortunately, the compressor needs to be replaced before the actual problem can be diagnosed. Once the compressor is working again, users can spray their air springs and system with a solution of soap and water, and look for bubbles to determine if there is a leak. Typically, air springs can last 80,000 to 100,000 miles … and when they go bad you can’t just keep riding on them. “While rubber air springs can be affected by expanding and contracting in very cold climates, the major issue with air suspension wear is often poor driving conditions, such as rough roads or if drivers take their vehicle off road,” adds Nash. “Road debris and the placement of the air strut can also be an issue. Arnott has added aluminum ‘cans’ over some of our products to protect the rubber air spring from such debris.” “A tire rotation or a tire replacement offers a great opportunity to begin the discussion,” says Wittman. “When a customer is buying tires, they make an investment in a vehicle and are likely planning to keep the vehicle for an extended period. This is the perfect opportunity to make the customer aware of how they can protect their investment in the tires by installing new ride control as well as the usual tire rotation and inflation recommendation. Other opportunities are whenever any front end components are being replaced.” SSGM www.ssgm.com
13-12-09 10:34 AM
Jim’s Rant ||
Beware cheap equipment
I
t took a while for me to get it when I was a teenager. Like everyone else, I wanted Snap-on, Proto, S-K or Mac, but couldn’t afford the good stuff. So I bought cheap offshore junk. Then I had to buy it again when it stripped, cracked and sheared due to poor quality metal and lousy heat treating. Sears Craftsman was a good intermediate step, quality wise. But as I could afford better tools, I soon needed to buy far fewer of them and 35 years on I still use my original good tools, making them a great long run value. “Buy quality and you only have to buy it once” isn’t a new concept, but there’s a parallel in shop equipment that exists too these days, and it has me wondering about cost vs. value in the modern sense of the word. I came across a two-post lift recently that was selling new at $1,895, a ludicrously low sum for such a large and critical piece of shop equipment. I won’t tell you the source, because they sell good stuff too and because when asked why they carry the lowball lift, they responded that it was for hobby use and they needed to be competitive with the many purveyors of offshore equipment. For the hot-rodder holding up a T-bucket at home, I’m sure it was fine. But the dealer acknowledged that shops are buying the cheap lifts too. Naturally, I wanted to look closely at the construction of a lift that sells for the price of a cheap tire balancer, and at distance, it looks the same as any other lift. Up close, however, the roll formed mild steel uprights and flimsy stays were a warning sign, as was the extensive use of plastics and chains that looked like they belonged on a bicycle. None of these issues were critical taken individually, but taken together I had to wonder about the durability of the unit. While the lift was rated as a 5,000 pound unit, I would likely stay well below this figure, at least if I was working under it. From an electrical safety perspective, however, I couldn’t see a CSA approval sticker anywhere, which is always ominous. Instead, there was an Underwriter’s Laboratory sticker, but not the “C” UL label typical for Canadian certification. Is it properly certified? Maybe. The key point is that as a professional user, it’s the shop owner who’s responsible for making sure that equipment he or she buys is approved. The stakes are high. If a worker is injured, or a fire breaks out, it’s a given that investigators will point to uncertified electrical equipment. And insurance investigators would be sure to make it an issue when it comes to a claim. “I didn’t know” isn’t an excuse and don’t expect the equipment dealer to help in that situation either. At under two grand, the pricing seems almost too good to be true and in my experience it usually is. And if it’s possible to sell a large, heavy piece of equipment like a lift at that price, I have to wonder about dumping. There’s a lot of steel in a lift, and many small parts plus a power unit; it’s difficult to see how that price is realistic, even with cheap labour, given the huge shipping costs involved. With hand tools, I eventually realized that I couldn’t afford to constantly replace cheap junk. When I bit the bullet and invested in the good stuff, it paid dividends for years … I have to think the same principle applies to lifts.
By Jim Anderton, Technical Editor
“Buy quality and you only have to buy it once” isn’t a new concept, but there’s a parallel in shop equipment that exists too these days.
What do you think? Have your say and speak your mind! letterstotheeditor@ssgm.com www.ssgm.com
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13-12-09 10:35 AM
|| Aftermarket Outlook
Aftermarket Outlook
Aging boomers, millennials and a continuing unsettled economy are changing the automotive and aftermarket landscape By Tom Venetis, Editor
T
he sluggish economic recovery and shifting demographics are changing the landscape for the automotive aftermarket. That was the message being given to jobbers and independent service providers at AAPEX/SEMA this year. Many of these changes will be permanent and the aftermarket will have to change if it wishes to remain profitable in the coming years. David Portalatin, executive director of industry analysis with NPD Group, says the biggest drag on the aftermarket
Millennial generation is turning its back on car ownership. 24 SSGM December 2013
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continues to be the sluggish economic recovery. If the aftermarket wants to see sustained growth in vehicle repair and hard part sales, more people need to be working; and the simple truth is that unemployment remains stubbornly high. While the U.S. unemployment rate was 4.5 per cent in November 2007 at the start of the recession, now six years later it remains above seven per cent, with recent figures putting the unemployment rate at 7.3 per cent in
October of 2013. A result of this high unemployment is that people are driving less. While there were signs that there might have been improvement this year, Portalatin says several factors kept many people from their cars and off the road. “In September 2012, we had a sustained $4 per gallon price on gasoline and we know that when gasoline gets to that level and above, people will shut the car down,” he adds. “”Then in early 2013, we had unseasonably high gas prices. So I don’t think you will see a big revamp of miles driven.” Currently, the miles driven is closer to what it was in 2004, and all the signs now suggest there is not going to be a change any time soon. “This has been a lost decade in miles driven,” Portalatin adds. Mark Seng, vice-president, aftermarket and commercial vehicle with Polk, a global automotive market intelligence firm, says a closer look at the number of miles driven shows that the total miles driven has remained flat for some time and Polk sees no change happening to that. Another significant factor that will hit the aftermarket is the generational shift now happening. As the boomers enter retirement they are fast exiting their peak driving years as the need for www.ssgm.com
13-12-09 10:37 AM
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13-12-06 7:19 AM
|| Aftermarket Outlook daily commutes to work comes to an end. Only the new generation, often called the Millennial Generation, is not taking up the slack, either in new car ownership or miles driven. Part of it is economic as both youth and early adult unemployment remains stubbornly high in North America; but there is a shift as well in how millennials view vehicle ownership and driving. “They are deferring the start of driving in ways that previous generations did not and they are more inclined to look for transportation alternatives, living in more urban environments where there is good public transit,” Portalatin says. “So the millennials will never fully replace the miles driven by the boomers.” Polk’s Seng adds recent studies of the vehicle buying habits of millennials and their views on vehicle ownership show many are delaying getting driver’s licenses, and many more say a
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As the boomers enter retirement they are fast exiting their peak driving years as the need for daily commutes to work comes to an end. top priority for them is to live in areas where they can walk to work and walk to places where they can shop. Polks’ and NPD Group’s findings are supported by a recent study from the University of Michigan’s Transportation Research Institute (UMTRI) that finds millennials are less interested in owning a vehicle or having a driver’s license. Many cite the cost of owning and maintaining a vehicle in a tough economy, especially for many who are having difficulty breaking into the job market in a meaningful way. Others in the UMTRI study see a vehicle as simply a means of getting from point A to B and not something that either defines them — a right-of-passage from the teen years to adulthood — or
what is most important for them in getting work done. Connected devices and always available WiFi are tools millennials can’t work without. Many say if they need a ride, they will often catch one with someone else or use public transit. Still there are some trends within this generational shift that bode well for the aftermarket in the long term. The first is automotive spending is still a top priority for many. “It is not discretionary,” says Portalatin. “It is something they have to do and this provides an opportunity for you to engage with them about products and services that will help create economic value for them by helping continued on page 32
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13-12-09 10:37 AM
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13-12-06 7:19 AM
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Milwaukee Introduces Charging Radio with Bluetooth Milwaukee Tool continues to deliver disruptive innovation with the introduction of the first charging radio to bring the power of Bluetooth to the jobsite. The M18 Jobsite Radio/Charger allows the user to stream rich, full sound wirelessly from over 100 feet away. In addition, the 2792 also serves as a quick and convenient charging station for Milwaukee M18 Batteries and portable electronic devices. In addition, the USB port charges most portable electronic devices over 50 per cent faster than any competitors, and is the only device charger on the market that can work off battery power, rather than just AC power. Milwaukee Tool www.milwaukeetool.com
Ross-Tech Next Generation Wireless Diagnostic Interface Ross-Tech’s new HEX-NET wireless interface connects to Ross-Tech’s acclaimed VCDS program running on Windows-based computers. The HEX-NET includes built-in VCDS-Mobile software. VCDS-Mobile adds the ability to use virtually any smart device that has a WiFi connection and a Web browser as a diagnostic tool for VW-Audi Group cars. VCDS-Mobile supports smart phones and tablets running Apple iOS, Android, Blackberry and Microsoft products. Ross-Tech www.Ross-Tech.com
Denso Cabin Air Filters The First Time Fit Cabin Air Filter program includes coverage for more than 117 million vehicles for a full range of domestic and import applications. Denso’s electrostatically charged particulate filters capture ultra-fine particles. The charcoal filters feature a multi-layer filter structure embedded with activated charcoal. Denso www.densocaf.com
Moog Introduces Problem Solver Control Arm Bushings Federal-Mogul introduced innovative Moog Problem Solver control arm bushings featuring a patent-pending ball-and-socket design that eliminates stress-induced failures encountered in original equipment-style parts. The new bushings, which last up to 10 times longer than OE-style bushings, are available for millions of popular foreign-nameplate and domestic passenger vehicles. The control arm bushings for these applications feature an innovative ball-and-socket design that eliminates the stress-induced failures encountered in conventional bushings while providing improved steering and handling feel. In addition, the bushings are permanently lubricated and sealed with boots to prevent contamination. Federal-Mogul www.moogproblemsolver.com 28 SSGM December 2013
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THE MOST IMPORTANT PART ABOUT SERVICE? THE PARTS. Start the job right with genuine Ford Motorcraft® parts. The only parts manufactured specifically for Ford and Lincoln vehicles. Take our remanufactured alternators. Critical parts such as brushes and bearings are always replaced with original equipment components. That means peace of mind for you and your customers. For the best quality and more satisfied customers, choose Ford Motorcraft® parts from your local Ford Store.
Motorcraft® is a registered trademark of Ford Motor Company. ©2013 Ford Motor Company of Canada, Limited. All rights reserved.
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SSGM BAYWATCH New Products
Snap-on FAR7000 3/8-Inch Compact Air Ratchet The Snap-on 3/8-Inch Drive Air Ratchet (FAR7000) is ideal for working on a variety of applications such as: hoods, fenders, mud flaps, intake manifolds, engine brackets, bumpers, transmissions and oil pans, alternators, brake calipers, ERG valves and water pumps. Some of its key advantages include: 410 RPM free speed for fast removal/installation; slim drive head combined with long reach, 11.2-inch overall, makes getting into tight spots easier; adjustable exhaust deflector directs exhaust away from the work area; Light weight (just 2.08 pounds) and the ergonomic comfort grip handle reduces fatigue. Snap-On www.snapon.com/powertools
IDUSA Launches Premium Guard Extended Life Oil Filter International Distributors USA Inc. (IDUSA) announced its new line of Premium Guard Extended Life Oil Filters to meet the growing need for filters that are able to meet the performance requirements of vehicle manufacturers’ extended oil change intervals. The new Premium Guard line is designed to deliver engine protection up to 10,000 miles when used with synthetic oil. It is engineered with a high capacity for trapping and holding dirt. Based on a test conducted by South West Research Institute (SWRI), it offers 98 per cent Multi-Pass Particle Removal Efficiency, which offers over 98 per cent weighted average efficiency through the life of the filter. The
Premium Guard Extended Life line includes 11 spin-on oil filters and 25 cartridge oil filters. The new product line is made with premium components to improve both performance and reliability. The spin on filters include a silicon gasket and anti-drain valve that can handle extreme temperatures, a silicon anti-drain valve that offers longevity and higher retention power to protect the engine during start up, a 0.5mm steel can housing to withstand high pressures, and a built-in relief valve that by-passes the filter media in the event of blockage to prevent oil starvation. International Distributors USA Inc. www.pgfilters.com
Nitro Fuzer Welding System Urethane Supply Company has introduced the next generation in nitrogen welding technology with its new 6057‐C Nitro Fuzer Welding System. As the most advanced nitrogen plastic welding system available, the Nitro Fuzer combines hot air and nitrogen welding for maximum versatility. It incorporates several upgrades, including fine‐flow control regulators on both air and nitrogen sides that are combined with output pressure gauges and a flow gauge to give users the ultimate control over how much gas is used in the welding process. The Nitro Fuzer also has a pressure safety circuit to help prevent burned-out heating elements, an electrically actuated air-nitrogen switch, and a melt-proof silicone and fiberglass braided hot air welder hose. The Nitro Fuzer also features an integrated airless welding system to allow for smoothing out the nitrogen weld and for repairing thermoset polyurethane. A compact, easy-to-handle welding torch gets into tight spots with no user fatigue. Urethane Supply Company www.urethanesupply.com 30 SSGM December 2013
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SSGM BAYWATCH New Products
Dewalt MAX Grease Gun
Philips X-tremeVision Headlight Bulb
The Dewalt 20V MAX grease gun (DCGG571) is ideal for automotive repair. The DCGG571 delivers 10,000 maximum PSI and a flow rate of up to 5.0 ounces per minute. High pressure is especially helpful for unclogging seized grease fittings and properly tensioning the adjusters on tracked equipment. The grease gun’s fast flow rate allows operators to quickly complete their daily maintenance activities. With the use of a Dewalt XR 4.0 Ah lithium ion battery pack (DCB204), the 20V MAX grease gun can dispense up to sixteen (16) 14 oz. cartridges on a single charge. The variable-speed trigger allows the user to control the amount of grease that is dispensed, which can speed up application time or conserve grease during applications. The innovative pump filter screen on the unit helps to keep dirt from passing through the pump mechanism, and the builtin bleeder valve allows the user to bleed excess air that can often become trapped in pump valves, affecting the pressure and speed of application. Dewalt www.dewalt.com
Philips Automotive North America offers its X-tremeVision Headlight Bulb for drivers who want the maximum lighting performance available. The Philips X-tremeVision is the brightest and most powerful bulb in Philips Automotive’s recently launched line of premium upgrade headlight bulbs. It delivers up to 100 per cent more light than standard Halogen bulbs, providing drivers with maximum performance and nighttime driving visibility. Philips X-tremeVision headlight bulbs are street legal and DOT approved. They are designed to deliver the same quality as Original Equipment. Philips X-tremeVision bulbs are available in 9003, 9004, 9005, 9006, 9007, 9008/H13, H7, and H11 configurations. Philips Automotive North America www.philips.com/automotive
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|| Aftermarket Outlook Precision Brand Precision Engineering
continued from page 26
Precision Performance
• Hardware Included Positive Mold Ceramic Disc Brake Pads
Positive Mold Metallic Brake Pads
save money over the long haul. In general, about 34 per cent say they are trying to spend less and they are trying to cut back in most areas. But they will spend more money on vehicle repair. It is more economical to repair and keep that [older] vehicle on the road longer as it will help the family budget.” Polk’s analysis of the average age of
plugs and invest in additives and fluids; and they will spend on premium, high quality aftermarket parts. “Automotive consumers, more than any other category, define value as more than just price,” Portalatin says. “You have an opportunity to create value that is not based on price. The lowest price is not the driving factor. People would
“It is more economical to repair and keep that [older] vehicle on the road longer as it will help the family budget.”
Drum Brake Shoes
— Portalatin
®
For more information on RotorMax Rotors and Drums and other ProMax products visit,..
www.autopartsdepot.ca
vehicles finds that by 2015 the average age will be 11.4 years and will remain pretty close to that up to 2018. By that same year, the number of vehicles on the road in the United States over 12 years of age will increase by 12 per cent. Polk and NPD say this aging vehicle population means there will be increased spending on parts and services that will preserve or extend the value of these vehicles. Vehicle owners also say they will do more frequent maintenance and will replace more often such things as filters, tires, spark 32 SSGM December 2013
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rather pay more and get quality and have the work done right than focus on the lowest price.” This is already being seen in unit volume sales and dollar value. Over the last few years, the unit volumes sold on parts is declining, but the dollar value on the parts sold is growing. What is happening is a shift to premium products that come with premium pricing. People are focusing on quality, durability and the value an aftermarket part or service is offering and are willing to pay a premium price to get it. SSGM www.ssgm.com
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SSGM BAYWATCH New Products
Rancho Introduces Level It Suspension Kit Rancho now offers a brand-new “Level It” performance suspension system that easily lifts the front of 2003-2012 Dodge Ram 2500/3500 diesel trucks. The Rancho Level It Dodge Ram system (P/N RS66450R7) delivers uncompromised on- and off-road comfort and performance. Easily installs and fits up to 35-in. tires, this new Rancho kit includes sway bar relocation brackets, a set of front Rancho RS7000MT monotube shocks and variable rate front coil springs. Rancho sway bar relocation brackets provide additional steering response by dropping the sway bar to the optimal position for full sway and roll control. Rancho RS7000MT monotube shocks provide resiliency against heat and are ideal for extreme, off-road use and larger wheel and tire packages. RS7000MT shocks deliver a fast, precise response during hauling or when driving on rough roads and trails. These shocks include a 46mm bore and piston, 14mm chrome piston rod and advanced valving precisely tuned to the Dodge 2500/3500 diesel truck. Each RS7000MT features a brushed stainless appearance with a clear coat finish. Rancho www.GoRancho.com
Rotary Lift’s Shockwave Rotary Lift’s patent-pending Shockwave technology is now available for the first time on a 12,000 lb. capacity lift, making it possible to service pick-ups, work trucks and vans faster than ever. Rotary Lift has expanded its productivity-enhancing Shockwave offerings beyond 10,000 lb. capacity two-post and SmartLift inground lifts to include its popular SPO12 two-post lift. The SPO12 features a symmetric design that keeps a heavy vehicle’s center of gravity directly between the columns for maximum stability while performing repairs. Equipped with the Shockwave package, the SPO12 can lift a vehicle weighing up to 12,000 lbs. 80 inches in just 25 seconds and lower it in 19 seconds. This is twice as fast as any other lift’s rise and descent which means technicians can complete more jobs each day using a Shockwaveequipped SPO12. That means more money in their pockets, and greater profitability for the shop. Rotary Lift www.rotarylift.com
Bosch Adds Eight Throttle Body Assembly Part Numbers Robert Bosch LLC aftermarket division announced the addition of eight new part numbers to its line of OE (original equipment) throttle body assemblies. An essential part of the air intake system in a modern gasoline engine, the throttle body assembly – in combination with the electronic throttle control system – regulates the amount of fresh air entering the engine. This generation of throttle body assembly contains an actuator, a throttle plate and a throttle position sensor, which are integrated into one housing. The new Bosch Throttle Body Assembly part numbers fit a range of late model domestic vehicles from 2007 to 2012. These include Pontiac, Chevrolet, Buick, Hummer, GMC and Cadillac applications. Bosch www.bosch.com www.ssgm.com
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SSGM SSGM
Automotive Internet Directory Automotive Internet Directory
.com Visit these companies directly at.com their web addresses or check out the growing list of Hot Links at www.ssgm.com.
Service Station and Garage Management
Service Station and Garage Management
To find out companies how your organization can web be included inor this directory and on thelist web, marc@ssgm.com. Visit these directly at their addresses check out the growing ofcontact Hot Links at www.ssgm.com. To find out how your organization can be included in this directory and on the web, contact marc@ssgm.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 Research and testing. Just two of the reasons Goodyear automotive replacement products deliver the ultimate in performance and value. 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.
TOOLS & EQUIPMENT
AIR LIQUIDE CANADA INC. www.airliquide.ca Your one-stop shop for all your industrial gases and welding supplies. Auto Test Tools.ca
Your one stop for specialized diagnostic tools and accessories. Contact; www.auto-know.com, ronbrown@ on.aibn.com, 1-800-665-8773
WAREHOUSE DISTRIBUTORS & BUYING GROUPS
Bestbuy Distributors Limited www.bestbuyautoparts.ca Independent buying group and warehouse The Automotive distributor that allocates Aftermarket E-Learning Centre Ltd its profits to member shareholders and provides www.aaec.ca unbeatable value for independent jobbers. AAEC - BEST - Business Evaluation Support The E.R.I. Group & Training - Instructing and Coaching with www.theerigroup.com the Proven Business Management Tools that Canada’s Premier Machine drives a shop’s Bottom Line, Team Culture and Shop Buying Group Marketplace Credibility.
BUSINESS MANAGEMENT SERVICES
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.
Check us out on Facebook and Twitter
ADVERTISERS’ INDEX Advertiser
Page #
Website
ACDelco. . . . . . . . . . . . . . . . . . . . . .36. . . . www.TechConnectCanada.com Affinia. . . . . . . . . . . . . . . . . . . . . . . . 9. . . . . . . . . . . www.affiniagroup.com Arnott Canada. . . . . . . . . . . . . . . . 16. . . . . . . . . . www.arnottcanada.com Blue Chem. . . . . . . . . . . . . . . . . . . 11. . . . . . www.bluechem-canada.com
Advertiser
Page #
Website
Denso. . . . . . . . . . . . . . . . . . . . . . . 25. . . . . . . www.densoautoparts.com/ oxygen-af-sensors Ford Motor company . . . . . . . . 5, 29. . . . . . . . . . . . . . . . . . . . www.ford.ca OTC . . . . . . . . . . . . . . . . . . . . . . . 3, 17. . . . . . . . . . . . . . . www.otctools.com Promax. . . . . . . . . . . . . . . . . . . . . . 32. . . . . . . . www.autopartsdepot.com
BMW Group. . . . . . . . . . . . . . . . . . 35. . . . . . . . . . . . . www.pass.bmw.com
VL Communications. . . . . . . . . . . 27. . . . . . . . . . . . . . . . . www.vlcom.com
Brake Parts Inc. . . . . . . . . . . . . . . .22. . . . . . . www.RaybestosBrakes.com
WORLDPAC. . . . . . . . . . . . . . . . . . . . 2. . . . . . . www.worldpac.ca/original6
Bridgestone. . . . . . . . . . . . . . . . . . . 7. . . . . . . . . . www.BridgestoneTire.ca
WORLDPAC. . . . . . . . . . . . . . . . . . . 31. . . . . . . . . . www.worldpac.ca/easy6
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ORDER WITH CONFIDENCE, WITH BMW GROUP’S ONLINE PARTS SALES SUPPORT. Ordering made simple. Parts Sales Support, or PaSS, offers you the opportunity to order Original BMW and MINI Parts quickly, simply and in line with your needs, online. Benefits: • Instant price quotes.* • Instant access to product availability.* • Order parts when you need them, 24 hours a day, 7 days a week.* • Access BMW and MINI’s Electronic Parts Catalogue for magnified views of each part. • Service Repair Packages (SRP) search function conveniently bundles all parts required for specific repairs. • Free sign-up. Participation open to select service and repair centres only. Conditions apply. For more information, please consult your BMW or MINI Retailer and visit www.pass.bmw.com.
BMW GROUP * PaSS benefits subject to change without notice. Access limited to select participants. Additional conditions apply. ©2013 BMW Canada Inc. “BMW”, the BMW logo, BMW model designations and all other BMW related marks, images and symbols are the exclusive properties and/or trademarks of BMW AG, used under licence. Available at participating BMW and MINI Retailers.
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99-5432-00 I Client: ACDelco I Project: ACDelco Brake Trade Ad I Date: 13-05-08 I Trim: 8 1/8 x 10 7/8”” I Bleed: 1/8” I Colours:
C
M
Y
K I Ad#: ACD-Parts-13-4CF-751-EN
CMG MARKETING • 1125 Leslie St, Toronto, Ontario M3C 2J6 • T 416.646.3050 • F 416.646.3051
I Docket#:
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