Truck Parts & Service 0215 by Richard Street

Kenworth wins Truck of the Year | Pete Joy named to Aftermarket HOF

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Building a customer loyalty program FEBRUARY 2015 |

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THEY WORE THE BOOTS TO KEEP OUR COUNTRY SAFE. SHOES FOR SOLDIERS HELPS TO SECURE THEIR FUTURE.

HELPING OUR VETERANS HELPS AMERICA.

We appreciate the sacrifices made by our military veterans. That’s why Meritor’s Shoes for Soldiers program is contributing a portion of sales from every reman brake shoe sold to the Wyakin Warrior Foundation.® The group mentors severely wounded veterans to achieve personal and professional success as business and community leaders. For more information, visit MeritorPartsOnline.com or go to wyakin.org to donate directly. ©2015 Meritor, Inc. All rights reserved.

Volume 51 | Number 2 | February 2015

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Cover Story

@TPSMagazine /truckpartsandservice Truck Parts & Service

Editorial

Editor: Lucas Deal Online Editor: Jason Cannon Equipment Editor: Jack Roberts editorial@truckpartsandservice.com

Design & Production

Art Director: Richard Street Advertising Production Manager: Anne Marie Horton production@truckpartsandservice.com

Six Robblees’ named Distributor of the Year

Trucking Media

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Features 10 Aftermarket economic update 19 Building a customer loyalty program

Departments 1 2 6 12

Editorial Staff Editorials Industry Focus Tech Updates

24 31 32 32

Marketplace Classified Ads Product Spotlight Advertisers’ Index

ONLINE RESOURCES Visit us online to browse the latest industry news and products, the Buyers’ Guide and industry white papers and technical data at

WWW.TRUCKPARTSANDSERVICE.COM Truck Parts & Service (ISSN 0895-3856) is published monthly by Randall-Reilly Publishing Company, LLC, 3200 Rice Mine Road N.E., Tuscaloosa, AL 35406. Periodicals postage paid at Tuscaloosa, AL and additional offices. Subscriptions: $50 for one year, outside USA add $10. For change of address and other subscription inquiries, please contact: truckparts&service@halldata.com. POSTMASTER: Send all UAA to CFS. (See DMM 507.1.5.2); NON-POSTAL AND MILITARY FACILITIES: send address corrections to Truck Parts & Service 3200 Rice Mine Road N.E., Tuscaloosa, AL 35406.

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Editorial | Lucas Deal

An aftermarket pat on the back By Lucas Deal, Editor lucasdeal@randallreilly.com

ne thing that’s always impressed me about heavy-duty trucking and the aftermarket is its generosity. This is a people business, yes, but I highly doubt every industry that makes that claim can back it up like we can. People in this industry truly enjoy helping others. You see it at HDAW, where rival suppliers and distributors come together as one to help address the biggest issues facing the aftermarket. You see it at TMC, where OEMs and end users get together and create best practices — not only for their individual operations — but for the trucking industry as a whole. For the common good. You even see it monthly in the pages of this magazine. I’ve never interviewed a source since I started at Truck Parts & Service that was required to speak to me. Every source in this publication volunteers. They take time out of their busy schedule to talk to me, and to help me write articles to inform, educate and assist others in this industry. I cannot say enough how grateful I am for that, and when I compare that generosity with what I saw from you all last month at HDAW, I can only stand and applaud. Spurred by Fleet Brake President John Bzeta’s $5,000 donation during the opening general session, RigDig’s donation based marketing campaign and another $5,000 donation from Craig Kruckeberg

of Minimizer at the industry reception, the heavy-duty aftermarket donated nearly $50,000 to the Wyakin Warriors Foundation armed forces veteran’s group. Meritor also debuted a Wyakin-centric marketing campaign (see inside front cover) at HDAW that could bring that number to $100,000.

If this is the cause of the aftermarket, I think you’ve made a great choice. “Honestly it’s tough to put into words an adequate thank you for how much the heavy-duty aftermarket has helped us,” says Todd Monroe, Wyakin Warrior executive director. Formed in 2011, the Wyakin Warriors Foundation is a non-profit organization based in Boise, Idaho, that “specifically targets severely wounded, injured or ill veterans who have the interest and motivation to contribute as leaders in business, government and/or their communities; but lack the education and training to do so.” The comprehensive five-year program awards education assistance, expert-level business and career advancement training and regular follow up and check in meetings to help ensure its Warriors remain on the path to long-term success. “Once our Warriors are done we don’t forget about them,” Monroe says. “They

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are our alumni and we follow up with them to see how they are doing and if they need any more assistance from us.” But that type of support isn’t cheap; and that’s where the aftermarket comes in. Every $25,000 donated to the Foundation allows the group to fund a veteran throughout the five-year program. That’s incredible; especially from an industry the size of the aftermarket. Monroe says the Wyakin Warrior Foundation has attended other trade shows in various industries but they’ve never been accepted as quickly or unconditionally as they have in the heavy-duty aftermarket. And that doesn’t just come from his experience at HDAW. The Wyakin Warriors also received significant donations at the 2014 HDA Truck Pride Annual Meeting and 2014 CVSN Aftermarket Distribution Summit. Monroe says that unwavering support and kindness is truly spectacular. “I guess at first it surprised me a little, how quickly people responded to helping us, but as I got to know the people in this industry I’m not surprised anymore,” he says. “The support is so genuine.” If this is the cause of the aftermarket, I think you’ve made a great choice. This is a great industry, and actions like this only make that more obvious. I applaud all of you once again for your generosity. For more information about the Wyakin Warrior Foundation, please check out www.wyakin.org.

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Editorial | Jason Cannon

Riding high tide in the aftermarket By Jason Cannon, Online Editor jasoncannon@randallreilly.com

ore than 36 months removed from some of the toughest economic conditions the aftermarket has seen in a generation, trade winds have started to blow in favorable directions. Truck sales from 2006 and 2007 were at record levels and those units are now reaching a historically good timeframe for aftermarket services. From the two years leading through 2007, Class 8 truck sales reached record heights, combining for 537,000 units. According to John Blodgett, vice president of sales and marketing for MacKay and Company, the highest annual parts demand comes in years seven through nine, which puts the aftermarket currently in the “sweet spot.” MacKay and Company estimated the 2014 aftermarket as a $26.19 billion business. That growth trend is expected to climb to at least the end of this decade when it is expected to reach nearly $32.5 billion. As of 2014, there were 2.9 million Class 8 trucks on the roads, nearly double the 1.5 million registered in 1994. Class 6 and 7 trucks have actually decreased marginally; down 130,000 units in the same 20-year span, according to MacKay and Company. Among the major changes taking place in the aftermarket is the proliferation of OE captive engines. According to a MacKay and

Company study, in 1986, Detroit (35 percent), Cummins (48 percent) and Caterpillar (17 percent) fought over marketshare in Freightliner trucks. However, now that Daimler has acquired Detroit, it was the engine of choice for 2014, with 74 percent share in Freightliners last model year.

Truck sales from 2006 and 2007 were at record levels and those units are now eight and nine years old — a historically good timeframe for aftermarket services. In 1986 Caterpillar had at least a part of the market in each nameplate, but that has dropped to zero with their exit of the market. That leaves only Cummins to duke it out with every major North American truck OEM.

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Now, it’s either captive or it’s Cummins, Blodgett says. Cummins owns at least 60 percent share in International, Kenworth and Peterbilt as of 2014, but makes up only 8 percent for Mack, 26 percent for Freightliner and 18 percent for Volvo. Truck age hit another record high in 2014, registering 9.74 years, according to MacKay and Company — another positive for the aftermarket. Parts also are lasting longer, with all wearable parts lasting more miles than ever before. Blodgett says a wellmaintained diesel engine can now go upwards of 770,000 miles before a teardown. That’s up from just more than 275,000 miles 30 years earlier. Among the not-so-great news, the health of the medium-duty market has not endured. “The medium-duty truck universe has not grown in 40 years,” says Stu MacKay, president of MacKay and Company, “but the overall universe has more than tripled.” Losses in lease and rental and forhire services have helped drag down the Class 6 and 7 truck population, even though the construction segment posted a 5 percent gain alone. Still gains in the Class 8 segment have by far offset any losses from mediumduty, and that still spells great news for the aftermarket looking forward. A rising tide floats all boats and it certainly looks like a good tidal trend for the foreseeable future.

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Industry Focus

Dealer News Birmingham Freightliner

Scott McCandless, president of McCandless Truck Centers, was named the 2015 ATD Dealer of the Year during the ATD Convention & Expo last month in San Francisco. Chicago Truck of Alsip, Ill., part of M&K Truck Centers, has been recognized as the 2014 North American Dealer of the Year by Volvo Trucks. Volvo also has named its 2014 Canada Dealer of the Year as Expressway Trucks Waterloo of Ayr, Ontario, and its 2014 Mexico Dealer of the Year as Grupo Bajio of San Luis, Mexico. Rush Enterprises, Inc. has acquired certain assets of North Florida Truck

Campbell Supply

The above dealerships have been certified or recertified in the Daimler Trucks North America Elite Support program: Birmingham Freightliner, Birmingham, Ala.; Campbell Supply, South Brunswick, N.J.; Four Star Freightliner, Tallahassee, Fla.

Parts, located in Lake City, Fla. and opened locations in Orlando and Cotulla, Texas and expanded its

People In The News ConMet has named Larry Sanford vice president, aftermarket and trailer OEM sales. Buyers Products has named Peter C. Parker as marketing manager and Kevin Homuth as district Parker sales manager for the West Coast. Patrick Durcak has been named sales manager for Timken’s commercial vehicle aftermarket in Canada. Homuth Pete Tully has joined NTN Americas as vice president of NTN USA, Human Resources. Inland Truck Parts has promoted Greg Klein to president. Former president Dave Scheer will Klein remain chief executive officer. John Minor has been named president at Midwest Wheel Companies. Truck Bodies and Equipment International

Four Star Freightliner

(TBEI) has promoted Steve Lee to engineering and quality manager at its Lake Crystal, Minn., facility. TBEI also has hired Robert (Bob) Plichta as the new South Central Lee territory manager for the Crysteel, Rugby, and DuraClass brands GenNext HD has named Nikki Paschall – HDA Truck Pride, Erika Baker – Malmberg Truck & Trailer and Nick Seidel – Action Truck Parts to its board of Plichta directors. Walt Sherbourne – Dayton Parts, also has joined the group as its senior advisor. Randy George has joined Betts Company as marketing manager. George Luis Tejeda has joined Southern Connecticut Freightliner as director of truck sales. Capital Gear Ltd., has named Paul Tyschuk as the company’s new parts manager.

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Orlando South location. Rush also has opened its 11th RushCare Rapid Parts Call Center. Vanguard Truck Centers has opened a new Mack and Volvo dealership in Flagstaff, Ariz. AMG Peterbilt has opened a new location in Columbus, Ohio. Allstate Peterbilt Group has acquired Findlay, Ohio-based Peterbilt of Northwest Ohio. Penske Automotive Group, Inc. has acquired a majority stake in The Around the Clock Freightliner Group (ATC), a heavy- and medium-duty truck dealership group with locations in Texas, Oklahoma and New Mexico. Penske Automotive Group now owns approximately 91 percent of the 14-location dealership group. Maxim Truck & Trailer has begun construction on a new 23,000 sq. ft. facility in Brandon, Manitoba. The company also has signed a one-year sponsorship deal with VP Express and Hugh “The Polar Bear” Rowland from The History Channel’s “Ice Road Truckers” TV show. Peterbilt Truck Centers, Inc. is building a new showroom in its Memphis, Tenn. facility.

Industry Focus

Truck Parts & Service Calendar Event information can be submitted at: www.truckpartsandservice.com/story-ideas/

Feb. 16-19 March 2-6 March 15-19 March 26-28 April 15-19 May 4-7

Technology & Maintenance Council Annual Meeting & Technology Expo, Nashville NTEA Work Truck Show, Indianapolis Truck Renting and Leasing Association Annual Meeting, Amelia Island, Fla. Mid-America Trucking Show, Louisville HDA Truck Pride Annual Membership Meeting, San Antonio Alternative Clean Transportation (ACT) Expo, Dallas

Kenworth T880 Named ‘Truck of the Year’ Kenworth, a company that campaigns its units as “The World’s Best,” has another credential to back the claim. The company’s T880 took

the American Truck Dealer’s Commercial Truck of the Year honors at the ATD Convention & Expo last month, best competing entries from International (WorkStar 7600) and

Peterbilt (Model 567). As judged, the T880 featured a Paccar MX-13 engine and got high marks from the judges for exterior design and style along, with praise

for its redesigned interior. Judges also noted attention to detail in the truck’s overall design. The truck’s handling at both high and low speeds was also highly noted.

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Industry Focus

Fontaine Reopens Modification Center Fontaine Modification Vocational Services is reopening its modification center in Garland, Texas. The Garland facility has been closed

since 2012, when most of the truck production it supported moved away from Garland. Since 2012, demand for modifications

on Peterbilt trucks produced in Denton, Texas, has grown steadily. Currently those trucks are modified in Charlotte, N.C., and Gainesville, Ga., for use in the auto transport and street sweeper markets. Moving all Peterbilt production to Garland allows trucks to be modified and then be placed back in the OEM shipping system, improving efficiency for many body builders, the company says. “Using the Garland facility enables us to be closer to Peterbilt’s manufacturing facility in Denton and also to consolidate work that had been done in Charlotte and Gainesville,” says Ivan Barnes, general manager of Fontaine’s Garland facility.

Corrections The following are corrections to the 2015 Truck Parts & Service Buyers’ Guide, published in December. Automann’s address was incorrectly listed in the following categories: Air Brake System Components; Bearings, Wheel End; Brake Drums; Brake Linings & Blocks; Brake Shoes; Brakes, Air System Parts; Bumpers; Chrome Accessories; Fifth Wheels & Related Parts; Hose, Cooling System; Kingpins; Mud Flaps and Hangers; Reflective Material; Shock Absorbers; Slack Adjusters; Springs Parts, Air & Springs, Air; Springs, Coil & Leaf; Springs, Shackle; Steering Components; Suspension Parts, Air; Suspension Parts, Mechanical; Truck Body Repair & Replacement Parts; Universal Joints; Wheel Attaching Parts; Wheel End Seals; Wheels. The company’s correct address is 850 Randolph Rd., Somerset, NJ 08873. BWP-NSI was incorrectly listed with its logo the Body Hardware & Repair Parts category. The company should have been listed in the Brake Hardware category. Frontier Truck Parts was incorrectly listed in Bearings, Wheel End and Slack Adjusters. The company should have been listed in Brake Shoes; Brakes, Disc; Bumpers; Cab & Sleeper Accessories; Collision Related Parts; Radiators; Suspension Parts, Mechanical; Turbochargers. Truck Parts & Service regrets these errors.

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HDAW News

Aftermarket riding high entering 2015 The tidal wave of truck sales from 2006 and 2007 have spent the last year crashing into the aftermarket, and the good news is those currents will sweep forward until at least 2019. From the two years leading through 2007, Class 8 truck sales reached record heights, combining for 537,000 units. Those trucks are now within a seven- to nine-year window for aftermarket service opportunities, says John Blodgett, vice president of sales and marketing for MacKay & Co., who spoke at Heavy Duty Aftermarket Dialogue last month. “The highest annual parts demand comes in years seven through nine, which puts the aftermarket currently in the sweet spot,” he says. MacKay & Co. estimates the 2014 aftermarket as a $26.19 billion business.

That growth trend is expected to climb to at least the end of this decade when it is expected to reach nearly $32.5 billion. Truck age hit another record high in 2014, registering 9.74 years, Blodgett says. And parts also are lasting longer, with

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all wearable parts lasting more miles than ever before. For example, a well maintained diesel engine can go upwards of 770,000 miles before a teardown. That’s up from just more than 275,000 miles 30 years earlier, Blodgett says.

Pete Joy (center), vice president of sales and marketing at Phillips Industries, has been elected to the Heavy Duty Aftermarket Industry Hall of Fame.

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Tech Updates

SAFETY RECALLS

The following are safety recalls issued by the National Highway Traffic Safety Administration:

Blue Bird is recalling certain model year 20152016 Vision school buses and 2015 Vision non-school buses manufactured July 8, 2014; as well as All American school buses and non-school buses manufactured Sept. 12, 2014. These buses, equipped with hydraulic brakes, may have an incorrectly manufactured parking brake pedal assembly which could separate and bend causing the parking brake not to engage properly. If the parking brake does not engage properly, the vehicle may unexpectedly move, increasing the risk of a vehicle crash.

Premier, and Spirit transit buses manufactured Jan. 1, 2012, to Oct. 1, 2014, equipped with certain triangle warning signs manufactured by Imperial Supplies, LLC. Test reports indicate that the triangle warning signs, labeled C&J, may reflect an inadequate amount of light. As such, these triangle warning kits fail to comply with Federal Motor Vehicle Safety Standard No. 125, “Warning devices.” Warning triangles that do not properly reflect light may fail to warn others that a vehicle is parked, increasing the risk of a crash.

Caterpillar is recalling certain model year 2015 CT660, and CT681 trucks manufactured July 28, 2014, to Nov. 5, 2014. The affected vehicles may experience brake drag due to an improperly seated diaphragm in the brake chamber. Brake drag may result in a wheel end fire.

Daimler Trucks North America is recalling certain 2013-2015 Freightliner M2 trucks manufactured Dec. 10, 2012, to Oct. 24, 2014, and equipped with the auto-apply brake feature. In the affected vehicles, the parking brake may apply unintentionally. If the parking brake applies without warning while driving and without activating the brake lights, there is an increased risk of a crash.

Champion Bus is recalling certain model year 2012-2014 American Crusader, Challenger, Crusader, CTS-FE, CTS-RE, Defender, EZ-Street, HC American, HCAC, LF Transport, M1235, Platinum Shuttle, Stacked Rail, and Federal Coach

Hino is recalling certain model year 20122015 Hino XFC vehicles manufactured Aug. 27,

2011, to Nov. 7, 2014. In the affected vehicles, the output shaft of the Hybrid Vehicle (HV) motor may break. If the output shaft breaks during vehicle operation, the vehicle may stop moving under its own power, increasing the risk of a vehicle crash. Innovative Trailer Design Industries is recalling one model year 2014 V40TAN49 van trailer manufactured Oct. 15, 2013, to Dec. 30, 2013. The trailer is equipped with a SAF-Holland Pivot Bolt Part Number 93201070 that may have a quench crack where the bolt head meets the body of the bolt. The bolt may be suspectible to cracking and then fracture. If both sides of the pivot connection fracture, the axle assembly could separate from the trailer, increasing the risk of a vehicle crash. Mack Trucks is recalling certain model year 2015 CXU and GU trucks manufactured Jan. 1, 2014, to Aug. 20, 2014. The affected vehicles contain an incorrectly wired Automatic Shut-down Protection System, which may not operate as expected. If the Automatic Shut-down Protection

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6/26/14 8:51 AM

Tech Updates System does not operate as expected, the operator may be unable to control the increase in the engines rpms, increasing the risk of engine failure and vehicle fire. Navistar is recalling certain model year 2015 International 9900, DuraStar, LoneStar, PayStar, ProStar, WorkStar, and TranStar trucks. The affected vehicles may experience brake drag due to an improperly seated diaphragm in the brake chamber. Brake drag may result in a wheel end fire.

such as high speeds, heavy load, and high road temperature. Premature tire failure could increase the risk of a vehicle crash. Wabash National Corporation is recalling certain model year 2013 Van trailers manufactured Nov. 22, 2013, to Dec. 9, 2013, equipped

Navistar is recalling certain model year 20152016 IC CE school buses manufactured Aug. 8, 2014, to Oct. 23, 2014, and 2015 IC RE school buses manufactured on July 31, 2014. The affected vehicles may experience brake drag due to an improperly seated diaphragm in the brake chamber. Brake drag may result in a wheel end fire. Paccar is recalling certain model year 2015 Peterbilt 389 â&#x20AC;&#x153;Pride and Classâ&#x20AC;? edition trucks manufactured Sept. 30, 2014, to Nov. 3, 2014. In the affected vehicles, the steering wheel may have been installed with an incorrect attachment nut, or the nut may not be have been properly torqued. An incorrect or improperly torqued steering wheel attachment nut could allow the steering wheel to come loose, resulting in a loss of vehicle control, increasing the risk of a crash.

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Paccar is recalling certain model year 2015 Kenworth K270 and K370 trucks manufactured Feb. 4, 2014, to Oct.10, 2014, and 20142015 Peterbilt 220 trucks manufactured Dec. 5, 2013, to Oct. 10, 2014, equipped with certain Wabco Quick Release Valves with Double Check manufactured Feb. 6, 2013, to April 19, 2014. The affected vehicles may have been produced with a defective valve seat installed. Improper seating can result in the valves improperly adjusting air pressure levels, thereby reducing the braking performance of the vehicles and increasing the risk of a crash.

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Spartan Motors is recalling certain model year 2013-2015 Gladiator, K2, K3, MetroStar, and MM motorhome and emergency response chassis cabs manufactured Nov. 28, 2012, to Oct. 15, 2013. The castle nuts for the steering linkage may loosen, allowing the steering linkage to separate. If the steering linkage separates, a loss of steering control would occur, increasing the risk of a crash. Volvo Trucks North America is recalling certain model year 2011-2014 VAH and VNL trucks manufactured May 12, 2010, to Oct. 31, 2014. The affected vehicles may experience premature tire failure during certain operating conditions

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with certain 2013 Pivot Bolts Part Number 93201070 manufactured by SAF-Holland. The affected pivot bolts are susceptible to cracking. In the event that both sides of the pivot connection crack, it could cause a separation of the axle/ suspension assembly from the trailer, increasing the risk of a vehicle crash.

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1/15/15 10:27 AM

From Two Wheels to 18 How a century of growth has shaped Six Robblees’

he story of Six Robblees’ begins with three Robblees. The year was 1913. Jim Robblee, a sheet metal worker and the oldest of a dozen children, opens a small business in Tacoma, Wash. with his brothers Bill, a locksmith, and Herb, a bicycle repairman. Herb’s bicycle expertise immediately draws customers, and coupled with the trio’s diverse background, the operation quickly expands. By 1920, there’s a second location in Seattle. The business is thriving, and the Robblees are eager for more. It’s around this time the brothers begin receiving customer requests for assistance in a new market, one they’ve yet to enter. “The Indy Car circuit had worked its

way north to Tacoma and that was really what got the company involved [in the automotive industry],” says President Andy Robblee, the third-generation of his family to lead Six Robblees’. “Customers who knew about the bicycle wheel business started coming in and asking ‘Can you tune our car wheels?’” The Robblee trio had no automotive experience, but a willingness to help their customers and an interest in the new market motivated them to give it a try. More than a century later, it’s safe to say the decision paid off. With 22 locations stretching from Oakland, Calif. to Fairbanks, Alaska, Six Robblees’ is one of the largest independent heavy-duty aftermarket distributors in North America.

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The business has more than 320 product lines, nearly 200 employees, and an industry-wide reputation as one of the independent aftermarket’s strongest operations. It also now has the title of the 2014 Truck Parts & Service Distributor of the Year. Andy Robblee attributes the success of the company today to the attitude of its three founders, and their supreme dedication to customer service. “They all had this kind of mentality of ‘What else can we get for you?’” he says. “They wanted to help their customers [in] any way that they could.” Today, customers “can buy almost anything” at Six Robblees’, says Randy Luthe, heavy duty product manager.

By Lucas Deal, Editor lucasdeal@randallreilly.com

There are a lot of people responsible for Six Robblees' over the past 102 years. The Robblee family has been aided by a dedicated staff and management team for decades.

The company’s product offering includes heavy-duty truck parts, light-, medium- and heavy-duty wheels, trailer components, shop supplies, service equipment, vehicle accessories and more. But even with 300-plus product lines, Luthe says Six Robblees’ is constantly listening to customer requests and searching for new product opportunities. An expansive geographical coverage area means Six Robblees’ serves customers in a multitude of markets. Some locations require parts others may not, so the operation never stops in its quest to build the perfect inventory for each customer at each facility. “We listen to our staff and if they say ‘I’m getting a lot of calls from this area, or for this part,’ we’ll look into it,” says Luthe. “We don’t want to overextend ourselves; but we want to be there for our customers.” “We want customers to feel like they are a partner,” adds Neil Hendricks, vice president of operations. “We want to have a vested interest in their success and profitability, and that helps lead to our success.” Partnerships within the Robblee family also have been instrumental to the company’s century of success. When Jim Robblee passed away in 1930, Bill and Herb remained in the busi-

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ness and were joined by brothers Fred, Ted, Hank and Dick. These Six Robblees — for which the company is named — continued growing the organization, opening Six Robblees’ first out-of-state location in Portland, Ore., in 1940. Hank and Dick then bought out their four retiring brothers in 1948; sold the locksmith business to their nephews and dove head-first into the automotive and heavy-duty industries. Nineteen additional locations later, the Six Robblees’ management team remains active in those industries. In addition to his responsibilities in the family business, Andy Robblee also serves as Treasurer of the Commercial Vehicle Solutions Network (CVSN) and is an active member of HDA Truck Pride. Robblee’s father Dave, who was the

second-generation to lead the family business, was active in the National Wheel and Rim Association (NWRA), Heavy Duty America (a predecessor of HDA Truck Pride), Ascot Tire Supply and other various industry organizations. But it’s also important to note that Six Robblees’ success hasn’t solely been the result of the Robblee family. On the contrary, Andy Robblee says; the Robblee family has been the beneficiary of great employees throughout its history. The customer service tenets instilled in 1913 only work today because Six Robblees’ has employees that believe in them. “Our employees are what keeps us rolling,” Robblee says. “The decisions they make day-to-day translate into profit, profit sharing, expansion … into

F e b r u a r y 2 0 1 5 | T R U C K PA R T S & S E R V I C E

everything that we do. “When they work hard and buy in [to the business]; that’s when our business is truly successful.” Robblee says the Six Robblees’ management team also relies heavily on its staff to devise plans for operational success and company growth. Major changes aren’t made without employee input. “I try to spend time with employees as much as possible,” Robblee says. “I want to know what issues they are having, where are we struggling … what is or is not working well. It allows us to gauge what we need to do.” Empowering employees to handle smaller issues also has aided the company’s success, adds Hendricks. He cites a customer request approval as one example. “We view our counter people as our inside sales team and empower them to make decisions,” he says. “If a customer is requesting something that needs

With such a large geographical footprint, Six Robblees' stocks each of its locations to best serve the customers in its immediate market.

approval, they are qualified to take that on the spot and make a decision.” Robblee says employees are vocal in sharing their appreciation for that management style. “It’s always fun seeing employees [who are] excited about working for Six Robblees’, and view themselves as being a part of something,” he says. “That brings me great joy.” It’s also another motivating factor for

2014 Finalists Blaine Brothers

Fast facts

Sadler Power Train

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Six Robblees’

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Wheelco

Fast facts

T R U C K PA R T S & S E R V I C E | F e b r u a r y 2 0 1 5

Headquarters: Blaine, Minn. Founded: 1979 Member: HDA Truck Pride

Headquarters: Cedar Rapids, Iowa Founded: 1958 Member: VIPAR Heavy Duty

Headquarters: Seattle Founded: 1913 Member: HDA Truck Pride

Headquarters: Sioux Falls, S.D. Founded: 1961 Member: VIPAR Heavy Duty

their great customer service. “[Our people] always strive to do their best for our customers every single day,” says Sales Manager Kevin Kartman. And it’s that reassurance that makes Andy Robblee excited about the future of his family’s company. Six Robblees’ has passed the century mark, but it has no intention of slowing down. “I think we’re always going to continue to invest in the future of the business,” he says. “We’re always going to invest in infrastructure, in our people. It’s going to be a constant effort to keep building and moving forward.” Robblee says he doesn’t know if another Robblee will run the business when he retires, but he knows he’ll do everything in his power to ensure the business remains the customer focused, profitable operation it is today. He says he owes that to his predecessors. “I’ve been blessed to be put in this position. This opportunity was a gift given to me,” Robblee says. “There are a lot of family businesses out there; some only last 10 years while others are 100. They don’t live forever.” But, he adds, “Now things are on my watch, and we better not let the ship go down.”

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SOLO ADVANTAGE™ SELF-ADJUSTING CLUTCH The Solo Advantage Self-Adjusting Clutch features exclusive technology that keeps the clutch in constant adjustment. It also features spring-loaded cams that adjust for proper clearance with every disengagement. If your truck has hydraulic linkage, Solo is the only way to go. If you replace a truck with hydraulic linkage with anything other than a Solo Advantage, it is difficult for the driver to detect the need for adjustment. A clutch operating out of adjustment creates excess heat and friction, which diminish clutch life. If unaddressed, this results in damage to the clutch and hydraulic release system components. visit roadranger.com/clutch ©2015 Eaton. All rights reserved.

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Six ’ s e e l b b Ro lations Congratu 14 Distributor to the 20ar of the Ye

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2014 DISTRIBUTOR OF THE YEAR The Distributor of the Year award stands as the independent aftermarket’s most respected and highest honor. Top performing distributors are nominated by their peers, manufacturer representatives and other industry leaders for this prestigious award. The finalists are profiled in the pages of Truck Parts & Service in the August through November issues. The winner was announced at the Heavy Duty Aftermarket Week in January. To learn more about the Distributor of the Year program, past winners and this year’s finalists, visit truckpartsandservice.com/distributor-of-the-year.

By Lucas Deal, Editor lucasdeal@randallreilly.com

Sales & Marketing

The Why and the How Building a strong customer loyalty program first requires answering two key questions

he heavy-duty trucking industry prides itself on relationships. Relationships between suppliers and distributors. Between distributors and end users. Between suppliers and OEMs. Even between competing OEMs. It’s an industry where loyalty is earned, valued and appreciated. Now it also can be rewarded. Through the implementation of customer loyalty programs, heavy-duty suppliers and distributors have the ability to reward and compensate customers for their faithfulness and trust. And with added benefits for businesses offering these programs, customer loyalty is more valuable now than ever before. But to make a customer loyalty program work in your business, you first have to answer the Why and the How.

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Why do I want a customer loyalty program? Customer loyalty programs are great resources because they help tether customers to a business, says Tom Marx, president and CEO at Marx Group Advisors. Good businesses have loyal customers. Loyalty programs reward those customers for their dedication and help motivate sporadic customers into more activity. Marx attributes this customer behavior to a perception of value. Customers believe signing up for a loyalty program will offer them some type of benefit in addition to the current prices and services they receive. Marx says this is a necessity — customers can become disenchanted by a business that offers a hollow program

— and can be accomplished any number of ways. The most common method in the retail world is through discounts. Like a sales push, a good loyalty program should use well-placed discounts to help draw in customers and increase overall sales revenue. A fractional discount offered to a loyal customer base can be recouped by higher overall sales. And when loyal customers are privy to discounts and lower prices, their odds of returning business grow even higher, Marx says. “People like thinking they are getting something of value; more than just the product or services they are buying,” he says. “They view it like you’re giving them a reward for staying loyal to you.” Loyalty programs also provide a

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Sales & Marketing wealth of information about customers, which can be used for marketing. Customers in loyalty programs are not anonymous. They should be required to register to join and be given an identification number. The latter is especially important, because it allows a business to track a customer’s purchasing trends. “Our customers really respond to our loyalty club,” says Jim Reed, vice president of truck service marketing and recruiting at TA/Petro. “And when they’re active it allows us to identify [their] buying behaviors.” A customer who relies on a supplier for specific product categories may not appreciate discounts for other components. But by simply checking the customer’s purchase history, a supplier can identify that customer’s exact needs and only send them marketing information relevant to their operation. Customer purchasing information also can identify the best times to send marketing campaigns. Marx says email is a great tool for this because it allows businesses to send a focused message to large groups of likeminded customers at one time. “Every time we work with a business we advise them to start capturing email addresses to send out email blasts,” he says. “Communicating with customers is so fundamental to customer service, and email allows you to reach everyone. You can’t talk on the phone or physically visit all of your customers at one time.” And because of their partnership, loyalty program members are usually quick to provide feedback that can benefit both sides, says Reed. “What’s nice about our loyalty club is we have a very good customer base to reach out to, and they will let us know when we drop the ball or do things right,” he says. And Marx says the retail world’s tendency to bombard customers with

The TA/Petro Ultra One rewards program offers customers specials that can be redeemed no matter where they are while on the road.

sales emails shouldn’t stop aftermarket businesses from using a similar approach. There’s no need for daily marketing emails, he says, but well written and carefully assembled marketing literature is something loyal customers crave. “If you can give them what they want it’s a win-win for both sides,” he says. Also, because the online world is infinitely traceable, businesses can use data analytics to identify how each customer responds to online marketing and how their response corresponds to sales. Ultimately, Marx says this allows a business the ability to develop a best practice for reaching each loyal customer.

How do I build a customer loyalty program? Creating a customer loyalty program requires research, development and, most of all, patience. A loyalty program isn’t built in a day. For an aftermarket business looking to build a loyalty program, Marx says it’s a good idea to first ask for help. Professional consultants can advise on all areas of a loyalty program: operating structure; data collection; rewards

T R U C K PA R T S & S E R V I C E | F e b r u a r y 2 0 1 5

opportunities and marketing. They can start a business on the right track and keep them there through to implementation. “If you haven’t built a loyalty program before it can be difficult to do it. You have to be able to build something that will last for a great period of time,” he says. Once a business connects with an advisor it can begin building its program. Marx says the first steps toward a great program involve answering a few more key questions: Who do you want involved in the program? What do you want to give them? A perception of value may entice customers to join a new loyalty program, but without clear answers to those questions — which double as the true value for members — Marx says customers won’t stick around. Goals must be concise and clearly defined. Such is the case at Alliance Truck Parts. “The goal of [our] program is to build even stronger relationships with customers by helping them save on parts and service, including Alliance Truck Parts and original equipment parts,”

Where the Next GeNeratioN of heavy Duty aftermarket LeaDers WiLL emerGe.

GenNext is a select group of young and influential heavy-duty trucking aftermarket leaders. This group is considered the up-and-coming leaders of tomorrow in the aftermarket truck parts industry. While the groupâ&#x20AC;&#x2122;s message is meant for younger executives (45 and under) any age level is welcome to join. The core goal of GenNext is to educate, mentor, and recruit the next generation of heavy duty aftermarket leaders.

eDucate

meNtor

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GenNext will host quarterly webinars as well as in-person educational events in conjunction with other marketing group meetings. The educational content will be geared toward personal development in management, sales/marketing, finance, and technology for our industryâ&#x20AC;&#x2122;s up-and-coming leaders.

Each new member has the option to be paired with a mentor in our industry. The mentors will provide invaluable contacts and information that will help the next generation of leaders catapult their way to the top.

GenNext will work with colleges and other recruiting centers to provide a pipeline of capable workers for our members and sponsors as well as promote the industry as a whole.

Sales & Marketing says Catherine Auckland, director of aftermarket marketing at Daimler Trucks North America (DTNA). Auckland was among the leaders at DTNA during the rollout of the Alliance’s “Truck Bucks” reward program last spring. With a clear focus on the two questions above, Alliance has enrolled more than 114,000 customers into its loyalty program in 11 months “with more signing up every day.” “[DTNA] focuses on creating customer value through its product and service offerings by providing customers with the lowest total cost of ownership and the best performance in the market,” says Auckland. “We know that our customers, many of which are owner-operators and small fleets, have a lot of options for parts and service. “The Truck Bucks program allows us to share special offers on the products and service they need most.” But loyalty programs are not designed exclusively to benefit customers. A good program benefits both sides, and answers the question “What do you want in return?” for the supplier as well as the

The Truck Bucks program from Alliance Truck Parts provides customers information about special sales and rate changes to help improve their bottom line.

previous questions for the customer. What a supplier typically wants is strengthened relationship with its customer. Customer loyalty means an enhanced relationship as well as increased sales. It allows a supplier to become a partner. Marx uses airline loyalty programs as an example. While an unaffiliated flyer may choose the cheapest seat available for a trip, a long-time frequent flyer is much more likely to choose the best rate available on their preferred airline. And when a

Don’t fear spam Remember when Spam was just a canned meat product? It seems so long ago. Over the past 15 years, spam, or spamming, has entered everyone’s vocabulary as a way to describe unsolicited and unwanted online messages. Most commonly used when discussing email, spam messages are the messages consumers don’t want. For a retailer relying on email marketing to promote a loyalty program, falling into a spam folder can be a death knell. A spam message is unseen, unopened and quickly deleted. But here in the aftermarket, falling victim to spam isn’t something businesses should fear, says Tom Marx, president and CEO at Marx Group Advisors. “I am stunned by how poor the email databases are in this industry,” he says. “Email is a really, really effective communication process

and [the aftermarket] doesn’t use it well. “I talk to [aftermarket] businesses about email and they say ‘Our customers don’t want to get emails from us,’ but they’ve rarely actually asked their customers that. And when they do, the customers respond and give them their email. They want to hear from them.” With proper planning and distribution strategies, Marx says aftermarket businesses can turn email campaigns into their most successful marketing tools. And unlike random messages showcasing vacation deals and theater tickets, emails customers receive from their suppliers include information that can benefit their business. “If you tell a customer ‘Give us your email and we’ll send you coupons and special rates for products you need that we sell’ — why wouldn’t a customer do that?”

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customer values its relationship with a supplier more than price, Marx says that’s when loyalty programs thrive. At Alliance, Auckland says Truck Bucks “offers incentives directly aligned with the value that DTNA’s powerful retail network provides, which includes truck parts and service second to none.” Marx says unveiling an unfocused loyalty program can be disastrous, but adds that sometimes even a well-designed program will stumble out of the blocks. In these situations it’s acceptable to step in and make changes. Though Marx advises against a complete program overhaul unless it is absolutely necessary. Similar to pre-rollout planning, program updates and changes should be carefully strategized before implementation. Beta testing also offers another method for confirming updates before making full-scale changes. Together, this gives a fledgling loyalty program its best chance at long-term success. “A good loyalty program enhances your personality and your brand. It makes you stand out against your competitors,” he says. Conversely, “If one of your competitors has a loyalty program and you do not, it’s going to be really hard to get [those customers] to come to your business for anything.”

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Marketplace

Adjustable plate mount Fontaine Fifth Wheel is replacing two of its adjustable plate mount fifth wheel brackets with a single lightweight model. The new PML Adjustable Plate Mount is an average of 10 lbs. lighter than Fontaine’s PMA and APB models, but it delivers the same load capacity, the company says. The PML Adjustable Plate Mount is composed of fixed brackets that sit on a steel plate base. Each side of the base has six mounting holes, Fontaine says. The multiple mounting holes allow the fifth wheel assembly to be moved forward or backward in 2-in. increments to help balance any load.

The Buzz

The five hottest products as determined by readers of truckpartsandservice.com

New LED Lamps Truck-Lite has released 18 new LED products to its Signal-Stat line. Truck-Lite says the expansion comes in the form of two additional lines — integral flange and low diode — with products in the Marker and Clearance, Stop/Turn/Tail, Front/Park/Turn and Back-Up lighting categories.

Metal cutting tool Milwaukee Tool introduces the new Hole Dozer bi-metal hole saw. Milwaukee says the saw will come in 56 different diameters in a range of 9/16 in. to 6 in., as well as in a variety of general purpose and specialty mix kits.

T R U C K PA R T S & S E R V I C E | F e b r u a r y 2 0 1 5

Marketplace

Trailer inspection product Lite-Check introduces its Verifier 1010 trailer inspection product. According to Lite-Check, the fullyautomatic Verifier 1010 can perform trailer inspections recording electrical, brake, and ABS test data at one time. The product also provides report printing on demand, allows inspection data to be stored in secured customer depositories and is DOT compliant using TMC Recommended practices and FWHA guidelines.

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New axle shafts Spicer high-performance chromoly axle shafts, optimized for use with larger tires, have been introduced by Dana Holding Corporation. Dana says the Spicer axle shafts are made entirely from SAE-4340 nickel chromoly steel for ideal hardness throughout the structure. Dana says the nickel provides additional toughness, while the chromium ensures high-temperature strength and resistance to abrasion. Dana also adds molybdenum to maintain a specified hardenability.

New dealer-only aftermarket parts Dorman HD Solutions has introduced five new former dealer-only products to the aftermarket. Four of the products are extensions of the companyâ&#x20AC;&#x2122;s existing product lines, the fifth (an EGR valve) is a brand new product line. The new EGR valve recirculates exhaust gas into the intake to reduce emissions. It comes with a gasket to ensure a tight seal, and is for 2003-07 Cummins ISX engines. Dorman says its other new products are for International truck engines, Mack trucks, Detroit Diesel engines and GMC and Chevrolet trucks.

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Marketplace

Off The Line Spotlighting a new OEM innovation Bendix stability system standard on Utility Trailers Bendix TABS-6 Advanced Single Channel trailer roll stability system is now standard equipment on all Utility Trailer Manufacturing Company 3000R base model refrigerated trailers. â&#x20AC;&#x153;We share a commitment with Bendix to improve safety for our customers and everyone on the highways, and trailer roll stability is a proven technology for reaching that goal,â&#x20AC;? says Craig Bennett, Utility

Femco_CCJ0215_PG.indd 1

senior vice president, sales and marketing. The Bendix TABS-6 Advanced trailer roll stability system combines antilock braking (ABS) with sensors to monitor stability. Available in singlechannel (SC) and multi-channel (MC) configurations, TABS-6 Advanced is compatible with both spring-ride and air-ride suspensions, and delivers solutions suitable for a wide range of fleet needs, the company says.

T R U C K PA R T S & S E R V I C E | F e b r u a r y 2 0 1 5

Front end repair kit Schaeffler has compiled its INA FEAD Kit to assist with repairing front-end accessory drives in increasing complex vehicle systems. The kits provide frequently needed parts to repair downsized engines with greater torque variation and stricter emissions regulations, which increase demands on the entire FEAD system, the company says.

Aftermarket brake drum ConMet introduces TruCast, an aftermarket brake drum designed to ensure optimum braking performance. ConMet says TruCast offers a weight-saving advantage as well. The 16.5 in. x 8.625 in. version is a full 9 lbs. lighter than a standard cast drum. Plus, there is a lightweight 16.5 in. x 7 in. drum that weighs only 106 lbs. The company says TruCast drums also are 100 percent balanced for vibration-free operation and are tested to meet the strictest FMVSS and OEM standards.

1/23/15 1:55 PM

Marketplace

New poly tool box Minimizer has introduced a new 18 in. poly tool box. According to the company, the box is significantly lighter than metal and is designed for a variety of applications for use on truck, trailer and off-highway vehicles. Weighing only 22.8 lbs., the smaller profile tool box measures 18 in. x 24 in. x 18 in. and is a new addition to the already

popular Minimizer 24 in. and 36 in. tool boxes. The Minimizer 18 in. tool box is designed to fit a tight space and house liftgate controls, which help to reduce maintenance and liftgate failure, the company says.

DEF Transfer Product Innovative Products of America (IPA) has expanded its line of fuel management equipment with the DEF Transfer System. Powered by a durable rotary diaphragm pump (9 GPM 120V/AC), IPA says the DEF Transfer System includes 6 ft. intake and 8 ft. output hoses, a highly accurate digital flow meter and manual nozzle with integrated holster, hanging bracket and all corrosion resistant fittings. IPA also provides a full line of DEF equipment, including DC models, flexible recovery wands for DEF extraction, automatic nozzles and more. IPA’s DEF Transfer System is constructed of all DEF-rated components with corrosion resistant fittings for a long-term transfer solution, the company says.

Enhanced Commercial Truck Tire Line Bridgestone Commercial’s latest line of Dayton truck tires consists of eight patterns that doubles the brand’s product coverage for small fleets and owner-operators in a multitude of segments. The lineup features expanded size and ply rating offerings and three SmartWayverified options, the company says.

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