Truck Parts & Service 0219

News from Heavy Duty Aftermarket Week | American Securities acquires FleetPride

A continuous evolution How CRW Parts became one of the aftermarket’s oldest and most respected distributors FEBRUARY 2019 |

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Volume 56 | Number 2 | February 2019

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Cover Story

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Editorial

Editor: Lucas Deal Equipment Editor: Jason Cannon Online Associate Editor: Bill Grabarek

CRW Parts named 2018 Distributor of the Year

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Design & Production

Art Director: Richard Street Advertising Production Manager: Leah Boyd production@truckpartsandservice.com

Sales

Director of Media Sales: Seth Becker

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Features 18 2018 Distributor of the Year finalists 20 Upselling: Improving customer service and sales

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F e b r u a r y 2 0 1 9 | T R U C K PA R T S & S E R V I C E

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Product Categories Editorial | Lucas Deal

The aftermarket needs new people.

What are you doing about it?

By Lucas Deal, Editor lucasdeal@randallreilly.com

W

ith each passing day, the aftermarket’s employee shortage expands. Maybe not at your store. Maybe you just filled the one position that’s been open for six weeks and you’re flying high. If so, congratulations. It’s not like that for most of your colleagues.

The heavy-duty aftermarket is an aging industry. A 2016 survey of our audience determined 68.1 percent of Truck Parts & Service readers were at least 51 years old. I don’t have the results of our 2019 report yet — they are being tabulated now, check with me in a month — but I’d be willing to wager that percentage hasn’t shifted much in the last three years. We’ve added some young people, yes, but for the most part we’re all just three years older.

Why bring this up?

I think you already know. With twothirds of us clocking in at 51 or older, we are staring a mass retirement exodus in the face and I don’t know what we have done to prepare for it.

Note: When I say “we,” I’m referring to all of us. The entire aftermarket. The “royal we,” as Jeffrey Lebowski would say.

I don’t mean you and me.

But stop and think about this for a second: What are you doing to actively recruit people into the aftermarket?

I know a lot of service providers are looking to vocational programs, trying to develop relationships with high schools and colleges that are educating the next generation of heavy-duty diesel

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technicians. In the service channel I think that’s an absolute necessity. The Tech Force Foundation estimates the industry will need to hire nearly 30,000 technicians in 2019. A shortage that large is too big to solve with “Now Hiring” signs in the window, classified ads in the newspaper and online.

We are staring a mass retirement exodus in the face and I don’t know what we have done to prepare for it.

Yet the aftermarket’s employment shortage isn’t just a tech thing. Finding inside and outside salespeople is challenging and finding qualified management people without promoting from within is downright impossible. I guess

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 9

you can poach, if that’s your bag, but that doesn’t solve our problem. It doesn’t add new talent.

So, what are you doing to address our employee shortage? How are you putting yourself and your business in front of young people and educating them on the career opportunities in the aftermarket? It doesn’t matter if you fall in our 51-or-over category or not; if you have any intention of staying in this industry for more than a year, you should be recruiting.

Maybe that means going to technical schools like your service counterparts, telling those students there’s more opportunities in trucking than working in a service bay. Maybe the answer is career fairs. Find those students who don’t want to work at Google, Amazon or Apple and make sure they know there will always be jobs in the aftermarket. Good jobs, too, with competitive salaries, benefits, paid time off and the potential to meet some of the nicest folks you’ll ever come to know.

I know what you’re thinking: “What about you? What are you doing, Mr. Editor?” That’s a fair point. I can recruit for the aftermarket as well. I am incredibly vocal and supportive about this industry in my personal life but I recognize I can do more. I’ll step it up.

But fixing this shortage ultimately falls on your shoulders. This is your business.

You’re the ones selling parts every day. If you want to keep doing so, it’s time for action.

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Editorial | MacKay & Company

Leaker identified

By John Blodgett MacKay & Company

P

lease don’t tell anybody, but in this column I plan to leak what is going to be presented at the annual Heavy Duty Aftermarket Dialogue (HDAD) 2019. The conference is co-hosted by MacKay & Company and the Heavy Duty Manufacturers Association (HDMA). It is a day of speakers and panel discussions with outlooks and reviews on the economy and heavy-duty aftermarket.

As a MacKay & Company employee, I have access to the presentations and what follows is me spilling the beans on the economic and aftermarket data to be presented.

Well, sort of. As I write this, it is Friday, Jan. 25, 2019. HDAD is in three days.

I recognize you are reading this in February, I’m not really spilling the beans. And I would love to give you the inside track on the surprising comments and insights that came up during HDAD’s panel discussions, but my powers of foretelling are not that strong. Maybe it’s because I have a cold. I do know Truck Parts & Service will provide — or is it provided?

— great coverage of all the news that was fit to print from HDAD and Heavy Duty Aftermarket Week (HDAW).

As you also know by now (not public information on Jan. 25), the Wall has been built and was both constructed and paid for by Mexico. Mexico and their Latin American friends decided they

could not take a chance that our dysfunctional Congress could easily enter their countries and cause similar havoc.

We estimate medium- and heavy-duty aftermarket was up 7.6 percent in 2018 A design contest was held and the winning design for the wall is a 15-ft. high, 3-ft. wide aquarium stretching from the Gulf of Mexico to the Pacific Ocean. It is see-through, which is apparently important, and has become quite the tourist attraction on both sides. There have been some small breakouts of violence over who gets to issue fishing licenses, but otherwise it has been a success.

But I digress. More so than usual. I think it’s the cold medicine.

Bill Strauss, senior economist and economic advisor, Federal Reserve Bank of Chicago; and Robert Dieli, president, RDLB Inc., and MacKay & Company’s economist, spoke about the economy at HDAD 2019. In their presentations, Strauss states the outlook for the U.S.

economy in 2019 is good. Employment, inflation, vehicle sales, manufacturing and trucking economy all look solid.

Dieli is more focused on the trucking economy and outlook; he’s a bit more cautious about 2019. He is concerned about trade and tariffs and impacts on the trucking economy. He thinks 2019 will be a challenging year for Truckable Economic Activity (TEA) but acknowledges challenging does not always mean bad.

My HDAD presentation was a review and update on the aftermarket. Last year was very positive for our industry. Fleet utilization was strong, prices were up, our indexes that track aftermarket parts sales of independent distributors and truck dealers were up for the year, as was our index for component manufacturers. In total, we estimate medium- and heavy-duty aftermarket was up 7.6 percent in 2018.

Our initial outlook for 2019 is good as well, with a positive short-term outlook for TEA through at least September (and potentially longer), with fleet utilization looking to continue to be good and other positive factors as well. In total, we forecast the 2019 U.S. aftermarket parts market to be up 3 percent over last year.

With this episode of leaking now on my ledger, I will likely have to leave MacKay & Company. Fortunately, I hear this skill set is in high demand at Wikileaks and the FBI.

John Blodgett has worked for MacKay & Company for more than 20 years and is currently vice president of sales and marketing, responsible for client contact for single- and multi-client projects. He can be reached at john.blodgett@mackayco.com.

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Industry Focus

Dealer News Lesher Leasing, doing business as (dba) NationaLease, has acquired the assets of Advantage Truck Leasing, dba Advantage NationaLease.

West Michigan International/K&R Truck Sales has opened a new 56,000 sq.-ft. facility located at 5380 International Drive, Kalamazoo, Mich.

It replaces the old location at 5316 Wynn Road.

Stoughton Trailers has named Select Trailer Sales the recipient of the inaugural Stoughton Blue Diamond Dealer Award, which recognizes outstanding achievement in sales growth, volume, customer service and dedication.

Inland Kenworth has opened a 19,000 sq.-ft. parts and service facility on Highway 3 in Castlegar, B.C.

Floyd’s Truck Center has acquired Freightliner and Kubota dealerships in Belgrade, Mont. Formerly known as Rocky Mountain Truck Center

and Elite Kubota, both dealerships will take on the Floyd’s name, dba Floyd’s Truck Center and Floyd’s Kubota.

Grote Industries names supplier of the year

TruckPro announces acquisitions TruckPro has acquired the assets of Pascale Service Corporation (PSC), Terminal Air Brake Supply and TNT Truck Parts.

PSC has served the greater Providence, R.I., market for more than 70 years, providing service and products for medium- and heavy-duty vehicles at its 16-bay facility.

Terminal Air Brake Supply, family-owned and operated for three generations, specializes in the aftermarket distribution of light-, medium- and heavy-duty truck and trailer parts, as well as repair and installation services.

TNT Truck Parts offers heavy-duty truck and trailer parts, accessories and service to customers at its locations in Missoula, Great Falls and Kalispell, Mont., and Spokane, Wash.

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Grote Industries has named Southwire Canada (SWC) its Supplier of the Year. SWC has been Grote’s strategic partner for 29 years, providing wiring solutions for the company’s advanced products in vehicle, trailer and battery cables.

In reworking Grote’s service model, Southwire introduced an enhanced customer experience strategy to improve overall service and product delivery, which improved reporting and communication throughout the manufacturing and product delivery cycle to support Grote’s production and sales goals. The new resource alignment led to improved accuracy in supply chain forecasts and dramatically improved its On Time in Full delivery, the company says.

“SWC really listened to our needs as a customer,” says Kirk Batten, Grote Industries controller.

“They demonstrated leadership and genuine interest in partnering with Grote. They have dramatically improved their level of service for all aspects of our business.”

Industry Focus

CVSN adds Wisconsin distributor Humphrey Service Parts has joined the Commercial Vehicle Solutions Network (CVSN). The familyowned company in its second generation is located in Milwaukee.

Also a member of VIPAR Heavy Duty, Humphrey says it does its best to make its customers feel welcome regardless the size of fleet and treat them the way the company expects to be treated.

“The main reasons for joining CVSN was for the networking opportunities and being part of a larger, more established network,” says Kurt Mason, Humphrey president.

Bendix makes donation to STEM program The management team directing Sunnen’s sales and service within Canada include Mike Molnar (left to right), Andrea Coghlin and Gordon Baker.

Sunnen establishes direct sales, service in Canada Sunnen Products Company announced the expansion of its direct sales operations to Canada with the establishment of a Canada-based sales and support team.

The decision provides increased access to customer service and offers the full support of Sunnen’s corporate headquarters in St. Louis.

The company says its products previously were available in Canada through a factory-authorized distributor. All Canadian orders and customer-service requests will be handled directly by a staff of sales representatives and technical personnel located in Canada.

“We’ve served the Canadian market for over 85 years through a distributor relationship. However, this move allows Sunnen to keep the focus on customers and the products and services that best serve them in this important market,” says Chris Miltenberger, Sunnen Products president and CEO.

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As part of its commitment to encouraging STEM (science, technology, engineering and mathematics) education and careers, Bendix Commercial Vehicle Systems donated $12,500 to Elyria Catholic High School (ECHS) and its Maker Space, a classroom for students to develop STEM-related technology and entrepreneurial skills.

“Education and STEM are key activities that Bendix supports, as we believe they are the foundation for self-sufficiency and align with who we are as a company — technology driven,” says Maria Gutierrez, Bendix director of corporate responsibility and sustainability. Maker Spaces are “the best way to learn and get kids excited — when they get to physically touch, experiment and create.”

The ECHS Maker Space includes two 3D printers, 10 drones, an iPad kiosk, a laser cutter and computers. Bendix says these technologies provide opportunities for students to develop skills.

Turbo Solutions achieves ISO 9001 quality standard Turbo Solutions has achieved ISO 9001-2015 certification, an international standard for quality management.

“Achieving ISO 9001 certification is completely in line with our goals,” says Chris Marino, Turbo Solutions controller. “Turbo Solutions is committed to investing in our people, improving efficiency and consistently producing high quality turbochargers.”

F e b r u a r y 2 0 1 9 | T R U C K PA R T S & S E R V I C E

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Industry Focus

American Securities acquires FleetPride

Utility Trailer produces 100,000th dry van Utility Trailer Manufacturing Company announced that its Glade Spring, Va., manufacturing plant has achieved a milestone, building its 100,000th dry freight trailer, a 4000D-X Composite TBR. Utility says the 4000D-X Composite TBR is equipped with Utility side skirts, Hendrickson suspension, Hendrickson tire inflation system and Bendix air disc brakes.

Whitaker Transportation purchased the 4000D-X Composite TBR from C.R.T.S./Utility Trailer Sales of Virginia out of Raleigh, N.C.

American Securities has acquired FleetPride from TPG Capital.

Financial terms of the transaction were not disclosed.

“Over the past three years, FleetPride has invested in building out its leadership team, enhancing internal processes and developing capabilities to strengthen its industry-leading market position.

We are excited to partner with American Securities and believe that its internal resources and investment expertise will help accelerate our business plan and growth objectives,” says Al Dragone, FleetPride president and CEO. “We are pleased to partner with Al and the rest of the FleetPride management team as they continue to execute on a strategy to drive above-market organic growth and further consolidate the industry,” says Will Manuel, a managing director, American Securities. “The company’s scale, best-in-class product offering, supply chain capabilities and strong management team create a sustainable competitive advantage and make FleetPride a strong fit for our investment strategy.”

People In The News Capital Gear has promoted Don Johansen to director of eastern operations.

The Goodyear Tire & Rubber Company has appointed Jon Bellissimo senior vice president, Bellissimo global operations and technology. The company also appointed Laura Duda senior vice president, global communications and chief communications officer.

Navistar has appointed Gary Horvat vice president Duda of e-mobility.

Harvey Peterson, former owner of CATCO Parts & Service and former chairman of the VIPAR Heavy Duty board of directors, has died. He was 90.

Peterson Volvo Group has appointed Roger Alm a member of Volvo Group’s executive board and president of Volvo Trucks.

He replaces Claes Nilsson, who retired Jan. 1, 2019. Diana Niu has been appointed a member of the Volvo Group executive board and executive vice president, group human resources.

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Midwest Wheel has appointed Mitch Davis territory manager—Cedar Rapids, Iowa.

Lincoln Electric Holdings has promoted Michael J. Whitehead to president Whitehead of the Americas Welding Segment. The company also named Gabriel Bruno executive vice president, finance, and appointed Geoffrey Allman senior vice president, strategy and business development.

Fontaine Spray Suppression Bruno has hired Trey Turner as director of quality assurance.

CIMC Intermodal Equipment has recognized Ed Gill, executive director of strategic accounts, as 2018 Salesperson of the Gill Year.

James Boone has been appointed business development manager for the Bergstrom Standard Products Division at Bergstrom.

Cummins announced Chief Financial Officer Pat Ward is retiring after 31 years and Mark Smith is succeeding him. Both moves are effective March 31, 2019.

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Spartan Motors has appointed Todd Fierro president, Emergency Response.

Dayco has appointed Mike McTeer director of business strategy, U.S. aftermarket.

McTeer Hinton Transportation Investments (parent company of New Life Transport Parts, Road Equipment and Pace Trailer) has appointed Robert Lindley president and CEO. Accuride has appointed Luo Jason Luo interim president and CEO. Delphi Technologies has appointed Richard Dauch CEO. Dauch also will join the company’s board of directors.

Proterra has hired John Walsh as senior vice Dauch president of sales.

Triangle Suspension Systems has hired Ryan Rogers as product development manager.

Link Manufacturing has hired Mike Blacker as vice president of sales and marketing.

Michael Hof, who previously held that role, has been promoted to vice president of business development.

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Industry Focus

Phillips Industries wins video production awards

BCA Bearings receives Lone Star Award NTN, the parent company of BCA Bearings, announced that BCA has received the Lone Star Award from the Aftermarket Auto Parts Alliance.

The Lone Star award winner is selected by the Alliance headquarters staff, and it recognizes a channel partner whose collaborative efforts and support of Alliance initiatives goes above and beyond the call of partnership. The award marks the fourth consecutive year BCA has been honored at the Aftermarket Auto Parts Alliance’s annual Winter Supplier/Membership Meetings, NTN says.

“BCA is so pleased and proud to be honored by the Alliance shareholders and headquarter associates,” says Kevin Judge, vice president of sales and marketing, automotive aftermarket. “This award is a group effort by all NTN employees that have supported the BCA resurrection into the automotive aftermarket.”

Phillips Industries has won four 2018 Gold Davey Awards for its video productions related to the company’s 90th anniversary celebration.

The awards were presented for: Best Online and Marketing Video, Best Branded Entertainment Promotional/Branding, Best Film/Video Direct Marketing and Best Film/Video Corporate Image.

The annual awards honor the achievements of smaller creative shops. They are sanctioned and judged by the Academy of Interactive and Visual Arts, which consists of professionals from media, advertising and marketing firms, the company says.

Phillips Industries has built an in-house audio/ visual department to strengthen its marketing capabilities. The expanded A/V capabilities are being utilized to produce a library of content ranging from branding spots to training and technical videos that assist Phillips customers in the use of its products.

“Video content is an effective medium to communicate Phillips’ capabilities in addition to telling our story,” says David Diaz, director of marketing.

Kinedyne releases expanded catalog for anniversary Kinedyne has released its expanded new 50th anniversarythemed 2018 catalog and video, which are available on Kinedyne’s website. The catalog features 83 new products, several new product categories and more than 800 SKUs. The catalog and video recount Kinedyne’s historical progress and highlight the company’s product innovation over its five decades of serving the cargo control needs of commercial and military customers, the company says.

“Over the last 50 years, Kinedyne has set the pace with innovative products that have helped the industries we serve become safer while making it possible to achieve higher levels of overall supply chain productivity,” says Dan Schlotterbeck, Kinedyne president. “The new products and themes represented in our 50th anniversary catalog capture our sense of excitement as we transition from celebrating our remarkable history to creating a dynamic new future of cargo management technology.”

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

March 5-8 March 18-21 March 28-30 April 2-3 April 10-14

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The Work Truck Show, Indianapolis Technology & Maintenance Council (TMC) Annual Meeting, Atlanta Mid-America Trucking Show, Louisville, Ky. HD Repair Forum, Fort Worth, Texas HDA Truck Pride Annual Meeting, Orlando

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 9

HDAW News

John Minor enters Heavy Duty Aftermarket Hall of Fame Longtime Midwest Wheel Companies’ leader John Minor was inducted into the Heavy Duty Aftermarket Hall of Fame at Heavy Duty Aftermarket Week (HDAW) 2019 in Las Vegas.

A Minnesota native, Minor was hired by another Aftermarket Hall of Famer Jim Callison to the Iowa-based Midwest Wheel in 1972. Minor moved through the business rapidly, being named the company’s sales manager in 1978 and general manager of the business in 1980. Now serving as the company’s president and CEO, Minor has helped Midwest Wheel grow from 20 employees when he was hired to more than 200 associates today.

He thanked each and every employee, and Callison, in accepting his award.

“I am honored and humbled to be named to the Aftermarket Hall of Fame,” Minor said. “I truly believe it takes many people, not just one person, to accomplish great things. This recognition belongs to every team member at Midwest Wheel Companies.”

Midwest Wheel Companies’ longtime leader John Minor was presented the Heavy Duty Aftermarket Hall of Fame award by 2014 HOF inductee Bob Phillips of Phillips Industries.

As the only two-time Truck Parts & Service Distributor of the Year winner, Midwest Wheel now also is the only aftermarket distribution business with two Hall of Famers.

Minor also thanked his wife of 48 years, Linda, his children, grandchildren and aftermarket family in earning this year’s award. Now the 11th inductee in Heavy Duty Aftermarket Hall of Fame history, Minor was presented his award by 2014 HOF inductee Bob Phillips of Phillips Industries.

Fed’s Strauss anticipates steady economic growth in 2019 The tortoise and its famous steadiness defined the United States’ economic discussion at Heavy Duty Aftermarket Dialogue (HDAD) in Las Vegas.

During a comprehensive economic presentation, Bill Strauss of the Chicago Federal Reserve told a record-setting HDAD audience that the U.S. economy slightly exceeded expectations with 3 percent GDP growth last year and is trending toward more of the same with greater than 2 percent growth anticipated through 2021.

Strauss acknowledged that while some specific economic indicators did shift downward slightly in the fourth quarter, the overwhelming majority of the economy — and the global factors that impact it — remain steady and consistent as the U.S. continues to enjoy

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its greatest uninterrupted period of economic growth in decades.

Strauss said Fed data indicates the current recovery is restrained compared to past deep recession recovery cycles and that the Fed’s recession probability index has eased. Third-party data is equally stable, he added, as both Blue Chip and the Federal Open Market Committee have the economy growing at or above trend through 2021.

“We are looking at another very decent year [in 2019],” he said.

If there’s one aspect of the U.S. economy that does create uncertainty, it’s worker productivity and how that impacts wages. Strauss said U.S. worker productivity rose by just 1 percent last year and has held true at that rate for nearly a decade. As such, worker

compensation has slowed — pay was up 3 percent in 2018 but only 1 percent over inflation (which approached 2 percent).

And that’s even with the national employment rate at its lowest level in nearly 50 years.

Fortunately, Strauss added there’s good news on that front as well. He said the Federal Reserve believes slow productivity growth this decade can be tied to a lack of capital investment in business but that the pace of investment has been growing since 2017.

Said Strauss: “This may help explain the productivity growth improvement over the past year.”

As for the global economy, Strauss said the U.S. economy’s stability compares favorably to the rest of the world as no country “is setting the world on fire.”

F e b r u a r y 2 0 1 9 | T R U C K PA R T S & S E R V I C E

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HDAW News

HDAW keynote speakers talk vision and initiative in business Futurist Daniel Burrus, founder and CEO, Burrus Research Associates, explained how to improve attendees’ businesses by identifying and seizing opportunity, having an anticipatory mindset and maximizing relationships during his keynote presentation at Heavy Duty Aftermarket Week (HDAW) 2019 in Las Vegas.

“Everyone in this room is really busy and you’re going to go back [to your business] after this conference and you’re going to be really busy. But you have to ask, why didn’t the cab driver think of Uber? Why didn’t Marriott think of Airbnb? I know why. They were busy doing what they’ve always done,” said Burrus.

“Right now there are multi-billiondollar opportunities that are cropping up all around us, but they might be invisible to us,” he added. “I want your ‘opportunity antenna’ to be up and I want you to keep it up. I know your business … and there’s more opportunity than we’ve ever had, but we’re so busy, we’re missing it.”

One of the keys to seizing opportunity is to have an anticipatory mindset instead of a reactionary one, according to Burrus.

“You can anticipate disruptions before they disrupt, allowing you to have a choice because you’re either going to be

Daniel Burrus, founder and CEO, Burrus Research Associates, said a key to seizing business opportunities is to have an anticipatory mindset, not a reactionary one.

the disruptor or the disrupted,” he said, adding problems can be anticipated before they occur and opportunities can be identified before the competition.

“The way to do that is you start with ‘certainty.’ Uncertainty does not empower,” he said. There’s a science of certainty which is the study of cycles, such as business and economic cycles. “And you can use those cycles to your advantage.”

He also explained the ‘linear’ concept, which is not a cycle because what is linear is going one way, not back and forth like a cycle. And what is linear is “growing exponentially … and it’s amazingly predictable.” For example, “once we start putting sensors on trucks, we’re not going to get rid of all the sensors. Once we start using telematics, we’re not going to stop using telematics.

Another key to understanding certainty

Why didn’t the cab driver think of Uber? Why didn’t Marriott think of Airbnb?

I know why. They were busy doing what they’ve always done.

— Daniel Burrus, founder and CEO, Burrus Research Associates

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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 9

is recognizing that the future is not just about technology, it’s about people.

“It’s still all about relationships. Are you cultivating them or are you coasting on them? People retire. Do you know who is replacing them and have you already started on that relationship?” he said, adding that Amazon and big tech don’t have relationships.

Burrus’ keynote segued into a “fireside chat” with Sam Schmidt, co-owner, Schmidt Peterson Motorsports. Schmidt was paralyzed in a crash while preparing for his fourth IndyCar season in January 2000.

Schmidt spoke of his challenges and triumphs since that life-altering day — one of his triumphs includes making history in 2016 by completing the 12.42mile and 156-turn Pikes Peak International Hill Climb in 15 minutes driving a modified Chevrolet Corvette.

His outlook on life and his achievements translate well to the business world.

“You have a choice. Sit there and do nothing or face reality, deal with it and move on,” Schmidt said. He added, “I have to have the right people in the right places to get the job done.”

Tech Updates

SAFETY RECALLS Blue Bird is recalling certain 2020 Blue Bird All American and 2019-2020 Blue Bird Vision school buses, equipped with certain HSM NextGen 45 in. 3PT school bus seats, part number GenQ345 LH. There may be an insufficient number of bolts attaching the seat to the bus floor, allowing the seat to detach from the bus floor in the event of a crash. As such, these vehicles fail to comply with the requirements of Federal Motor Vehicle Safety Standard (FMVSS) number 210, “Seat Belt Assembly Anchorages.” In the event of a crash, if the bus seat detaches from the floor, it can increase the risk of injury.

Daimler Vans USA is recalling certain 2018 Freightliner Sprinter 2500 and 3500 and Mercedes-Benz Sprinter 2500 and 3500 vehicles.

The right-side door latches may have been built with incorrect components. As a result, when the doors are electronically unlocked, the right-side doors may not be able to be opened from inside or outside of the vehicle. In the event of a crash, if the right-side doors cannot be opened, it could increase the risk of injury.

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

Ford Motor Company is recalling certain 2015-2019 Ford F-150 and 2017-2019 Ford F-250 Super Duty, F-350 Super Duty, F-450 Super Duty and F-550 Super Duty pick-up trucks equipped with an engine block heater. Water and contaminants may get into the block heater cable’s splice connector causing corrosion and damage. When the heater is plugged in, prolonged corrosion could cause a resistive short, increasing the risk of overheated or melted wiring and a fire.

Great Dane is recalling certain 2019 Great Dane Freedom Combo Drop Deck Platform trailers. The rear impact guards on these vehicles may be too narrow. As such, these vehicles fail to comply with the requirements of FMVSS number 223, “Rear Impact Guards.” If the rear impact guards do not meet the width requirements, the guards may not prevent a vehicle from going under the trailer in the event of a rear impact, increasing the risk of injury.

McNeilus Truck & Manufacturing is recalling certain 2016-2018 McNeilus Meridian Front Loader, Atlantic Front Loader, XE Rear Loader, Bridgemaster Mixer, Standard Mixer and Oshkosh S-Series vehicles, equipped with certain MPVE-250 One-Turn Valves on the CNG fuel tanks. If the valve knob is turned more than one turn, the valve’s snap ring may fail and the valve stem may forcibly eject from the valve body. The forcible ejection of the stem may increase the risk of injury to those nearby.

Additionally, the unintended release of CNG can increase the risk of a fire.

Navistar is recalling certain 2019 International HV, MV, 2018-2019 HX, LT, RH, LoneStar, ProStar, WorkStar and 2018 TranStar automated manual transmission vehicles, equipped with certain Eaton ECA heavy-duty truck clutches. An internal component in the clutch assembly may fail, possibly resulting in unintended vehicle movement. Unintended vehicle movement can increase the risk of a crash.

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2018 DISTRIBUTOR OF THE YEAR WINNER

A continuous evolution How CRW Parts became one of the aftermarket’s oldest and most respected distributors

A

ll businesses evolve. But, in the independent aftermarket, few are more accustomed to evolution than CRW Parts.

Much of that evolution, though, comes from the fact the company was founded before trucking existed.

The business the independent aftermarket now knows as CRW Parts first opened as RW Norris and Sons in 1850 before trucks, parts, service and distribution ever found their way into a sentence together.

Back then, the Norris family sold

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almost everything. Wagon wheels were the transportation good of choice and were stocked in great supply, but the company also stocked housewares, outdoor goods and anything else a customer might buy. By the turn of the century, current CRW Parts President and RW Norris’ great great great grandson Dave Willis says, “It was almost like a department store; you wouldn’t believe the stuff they had.”

Willis says he has copies of the company’s catalogs from the turn of the century filled with transportation

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products as well as seemingly random goods like shotgun shells and vintage Hollywood posters. He says perusing the old catalogs today can be a humorous experience — he can’t imagine stocking half the stuff his relatives once sold — but it’s also somewhat enlightening. As the company’s sales in the transportation sector grew, so too did its focus.

Movie posters might have been great for nostalgia, but it was wheels that drove RW Norris and Sons’ bottom line.

By the second decade of the 20th century, with the automotive and trucking

By Lucas Deal, Editor lucasdeal@randallreilly.com

CRW Parts relies on its supplier partners and industry involvement to help train its more than 100 employees across its eight locations.

aftermarkets still in their infancy, RW Norris and Sons started to specialize in wheels and wheel end components.

Company leaders would help found the National Wheel and Rim Association in 1917, furthering the company’s commitment to the transportation industry.

“As you go through life you pick and choose where you want to stay and I think they realized they wanted to be in transportation,” Willis says of his predecessors.

Other product lines and categories were added over the decades as RW Norris and Sons grew into one of Maryland’s most recognized automotive and heavy-duty distributors.

Then tragedy struck.

Within a few months in 1962, two of Willis’ three uncles who were leading the business died. The third decided he no longer wanted to run the company alone and, after more than a century in operation, RW Norris and Sons approached its end.

Willis’ father Ralph (later known

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throughout the aftermarket as Bo) was employed with the company at the time.

Only 32, Bo Willis wasn’t ready to turn his back on a career in the aftermarket just yet; but in the wake of his family’s misfortunes and the state of the company being what it was, he also knew he couldn’t continue the operation as it stood.

So, a deal was struck. Willis took the customer contacts, employees and suppliers from what remained of RW Norris and Sons and founded Chesapeake Rim and Wheel Distributors Inc. Another 50-plus years later, the “new” company Bo Willis established out of his family’s tragedy has expanded to an eight-location distribution business

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2018 DISTRIBUTOR OF THE YEAR WINNER

serving the light-, medium- and heavyduty aftermarket throughout the MidAtlantic region.

Renamed CRW Parts Inc. in 1996 — the prior name was a bit cumbersome for customers when buying parts, Dave Willis jokes — the company employs more than 100 associates, is an active member in VIPAR Heavy Duty, the Commercial Vehicle Solutions Network (CVSN) and National Pronto Association (an automotive aftermarket organization), and now for the first time has been recognized as the Truck Parts & Service Distributor of the Year.

“I think one of our strengths is we’ve always recognized where we need to be in our marketplace,” says Willis. “We’ve morphed a lot over the years as we’ve followed our customers and their needs.”

I think heavy-duty customers are much more grateful. If you show you can solve their problems they are much more likely to rely on you and trust you.

— Dave Willis, president, CRW Parts

In doing so, CRW Parts has cultivated one of the most diverse product offerings in the independent aftermarket, carrying a full line of light-duty truck and passenger car parts as well as its comprehensive commercial truck and trailer product lines. Willis says CRW stocks more automotive components because the larger market size demands it, but notes a majority of the company’s sales come from its medium- and heavy-duty business.

The company enjoys serving that market as well. The automotive aftermarket is a high-margin industry but it’s

also very cutthroat, Willis says. It’s not a market built on cooperative partnerships like the commercial trucking industry.

“I think heavy-duty customers are much more grateful,” he says. “If you show you can solve their problems they are much more likely to rely on you and trust you.”

Yet Willis admits that earning and maintaining the trust of customers is a full-time job. CRW Parts’ inside and outside sales associates attend supplier training courses throughout the year to ensure they understand the components

DISTRIBUTOR OF THE YEAR WINNERS/FINALISTS 2002: Inland Truck Parts (winner), CATCO Parts & Service, Fort Garry Industries, Midway Truck Parts, Midwest Wheel Companies 2003: Drive Train Industries (winner), Keller Truck Parts, Parts for Trucks, Point Spring & Driveshaft, Potter Webster Co. 2004: CATCO Parts & Service (winner), Midwest Wheel Companies (winner), Page Brake, TNT Parts, Carolina Rim & Wheel 2005: Point Spring & Driveshaft (winner), Midway Truck Parts (winner), Stone Truck Parts, Total Truck Parts, Ott’s Friction Supply 2006: Page Brake (winner), Camerota Truck Parts, Fort Garry Industries, Keller Truck Parts, Betts Truck Parts 2007: Total Truck Parts (winner), Franklin Truck Parts, Fleet Brake, Capital Clutch & Brake, Carolina Rim & Wheel 2008: Betts Truck Parts (winner), Camerota Truck Parts, Potter Webster Co., Ott’s Friction Supply, Westpac Heavy Duty Truck Parts 2009: Power Train (winner), Fleet Brake, Parts for Trucks, Six Robblees’, CRW Parts 2010: Stone Truck Parts (winner), Cook Brothers, Drive Train Industries, Wheelco, Pascale Service Corp.

2011:

FleetBrake (winner), Carolina Rim & Wheel (winner), Weldon Parts, Tidewater Fleet Supply

2012: Midwest Wheel Companies (winner), Inland Truck Parts, Point Spring & Driveshaft, Parts for Trucks, Six Robblees’ 2013: Truck Supply Co. of SC (winner), Sadler Power Train, Macpek, Point Spring & Driveshaft, Long Island Truck Parts 2014: Six Robblees’ (winner), Sadler Power Train, Wheelco, Blaine Brothers 2015: Sadler Power Train (winner), Blaine Brothers, Harman HVS, Jerry & Keith’s, Valley Truck Parts 2016: Blaine Brothers (winner), Action Truck Parts, Harman HVS, Long Island Truck Parts, Weldon Parts 2017: Harman HVS (winner), Action Truck Parts, Drive Train Industries, Potter Webster Co., Wofford Truck Parts 2018: CRW Parts (winner), DeCarolis Heavy Duty Parts, First Call Truck Parts, Royal Truck and Trailer, Wofford Truck Parts

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The CRW Parts leadership team with former NFL coach Jimmy Johnson at the 2018 VIPAR Heavy Duty Annual Business Conference.

they are selling. The company’s leadership team also urges its employees to study and hone their craft, not just to help the company but also themselves.

“Learning how to sell is so important because not everyone is a natural salesperson,” says Willis. “We want our people to have that desire to learn and grow.”

And they do. Many of CRW Parts’ managers and department heads have climbed the company’s corporate ladder into their current roles, and Willis says when he hires someone, he’s often looking not only to fill a role but also to

bring in an associate who one day may be called upon to lead. This forward-thinking hiring process ensures the business remains attentive to customer needs and is able to respond quickly when those needs change.

Willis adds CRW’s participation in the automotive aftermarket has proven useful as the company navigates the multitude of changes occurring in the medium- and heavy-duty space. He says much of the trucking aftermarket’s new priorities — focusing on data, leveraging online tools, etc. — aren’t actually new

to CRW Parts. The company has been researching, evaluating and acting on those changes for several years.

The CRW Parts team also has been active throughout its history in sharing those experiences with the trucking aftermarket at large. Dave Willis says his father’s openness and cooperation with his fellow distributors has influenced how he’s participated in the industry, first in VIPAR Heavy Duty and then in CVSN, where he served as a board member and then president, and at Heavy Duty Aftermarket Week, where he was co-chair in 2011.

Willis also encourages his store managers to be active in the industry and their markets, adding anything CRW Parts can provide to the industry is more than repaid by its contemporaries.

In an industry that is unquestionably changing, Willis says CRW Parts needs to look for solutions to solve its customers problems anywhere they can be found.

“Being able to solve [customers’] problems are what has kept them loyal to us for all these years. They know when they come to us, we will drop what we’re doing to solve their problem and get them running again,” he says. “If we ever stop doing that, that loyalty will be gone.”

DISTRIBUTOR OF THE YEAR HISTORY

T

he Truck Parts & Service Distributor of the Year award was created in 2002 by Truck Parts & Service Founder and Publisher Jim Moss. Now in its 17th year, the Distributor of the Year award program seeks to recognize consistent distribution excellence in the independent aftermarket.

Finalists for each year’s Distributor of the Year award are chosen by their peers, manufacturer representatives, customers and other industry leaders. Since its inception, the Distributor of the Year program has profiled many of the most revered and influential businesses and business leaders in aftermarket history.

This year’s Truck Parts & Service Distributor of the Year program is graciously sponsored by Interstate Billing, Karmak, Meritor and Minimizer.

For more information about the Truck Parts & Service Distributor of the Year program, please check out www.truckpartsandservice.com/distributor-of-the-year/.

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2018 DISTRIBUTOR OF THE YEAR FINALISTS

DeCarolis Heavy Duty Parts Founded in 1938 (DeCarolis Trucking Company), 1989 (DeCarolis Heavy Duty Parts) Member of HDA Truck Pride

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eCarolis Heavy Duty Parts is the aftermarket parts division of DeCarolis Truck Rental and a first-time finalist for the Truck Parts & Service Distributor of the Year award.

DeCarolis Truck Rental has been serving the commercial trucking market in New York for 80 years and currently operates nine locations in the Empire State.

In addition to its heavy-duty parts sales (found at eight locations), DeCarolis also provides truck and trailer rentals, leasing, used truck and trailer sales, custom fleet maintenance programs and drive-in truck, trailer and bus service.

Greg Rawleigh, general manager of DeCarolis’ Heavy Duty Parts division,

says the company’s large collection of services helps the company’s parts associates better understand their marketplace and the customers they serve. And because DeCarolis serves so many corners of the market, there are rarely customer segments or requests with which the business is unfamiliar. Coupled with its own homegrown customer relationship management software, Rawleigh says any salesperson across the business can learn about a customer’s fleet with a few simple key strokes.

“I think that gives us a leg up in regard to our knowledge of the industry,” he says.

But DeCarolis isn’t just known for its

internal teamwork. The company also is progressive in updating its corporate operations to better assist its customers, as evidenced by a new e-commerce ordering portal that Rawleigh says should be available later this year.

“We are large enough to be competitive with what our customers need but also small enough to change when that is needed,” he says. “We know how to adapt to our market.”

DID YOU KNOW? DeCarolis Heavy Duty Parts carries more than 100 aftermarket parts brands and has more than 65,000 SKUs in its inventory.

First Call Truck Parts Founded in 2001 Member of HDA Truck Pride

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n a market filled with small private and government fleets, “quality parts, fast service and good people” has become the calling card for First Call Truck Parts.

President and Owner Joe Ward says that’s by design. After cutting his teeth in the independent aftermarket with Transcom, Ward says he and wife Margie knew when they opened their distribution business in 2001 what they did and didn’t want their company to become.

Now a finalist for the Truck Parts & Service Distributor of the Year award for the first time in 2018, it’s safe to say the Wards have achieved their early goal.

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First Call Truck Parts is a mainstay in the Tallahassee, Fla., trucking market, with a huge customer base of owneroperators and small fleets relying on them to keep their assets on the road.

“Our No. 1 priority is customer service and we believe that has been a core tenet of our success,” says Joe Ward.

“We understand that our customers are working on deadlines and we want to do everything in our power to ensure they are successful in meeting their goals,” he says.

Providing top-shelf customer service also has enabled First Call Truck Parts to grow. Ward had one employee when

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he opened in 2001 but now has 19. The company also has added a machine shop with a substantial list of repair and rebuilding services.

“Our diverse product offerings also are suited to fit every customer’s needs and we make sure that customers have access to the highest quality parts available in the market,” he says.

DID YOU KNOW? First Call Truck Parts’ machine shop offers driveline repairs, flywheel resurfacing, DPF cleaning, a 100-ton shop press, custom built U-bolts, built-from-scratch hydraulic hoses and custom rebuilt fan clutches.

Royal Truck and Trailer Founded in 1970 Member of VIPAR Heavy Duty

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oyal Truck and Trailer is a company on the rise. Using a combination of strategic acquisitions, product and service expansions and good old-fashioned entrepreneurial spirit, Royal Truck and Trailer has recently grown to become one of the largest and most diversified aftermarket parts distributors in Michigan.

With four locations and more than 150 employees, Royal Truck and Trailer not only sells aftermarket parts, but also trailers, truck bodies and liftgates, and offers custom trailer builds, wheel polishing, truck upfitting and general and specialized repair services. The expansive

offerings are all part of Royal’s commitment to being a full-service solutions provider customers can rely on, says President Ken Bumgardner.

“It’s true we offer a much wider range of products and services than any of our local competitors, however our real differentiator is our company culture,” he says. “I tell our team all the time do the right thing and take care of our customers and the money will come.”

A first-time finalist for the Truck Parts & Service Distributor of the Year award in 2018, Bumgardner also notes Royal Truck and Trailer is uniquely positioned to maintain its robust corporate

expansion for years to come.

“We have a really young team. I don’t think that happened on purpose but I think it is going to help us,” he says. “I believe young people are more inclined to work for someone younger who they can identify with. When we hire, I tell people, ‘I’m not going anywhere. Let’s build this business together.’”

DID YOU KNOW? Royal Truck and Trailer was approached by the prior owner of its Gaylord, Mich., location, who asked Royal to purchase the facility because he was so impressed with the company’s culture and performance.

Wofford Truck Parts Founded in 1985 Member of VIPAR Heavy Duty

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offord Truck Parts followed up a record-setting 2017 by earning its second consecutive Truck Parts & Service Distributor of the Year finalist nomination last year.

Known for its sizeable supplier network and enormous product selection, Wofford Truck Parts continues to grow and evolve to remain dominant in its challenging West Texas marketplace. Just last year the company opened its new headquarters, expanding its warehouse and retail display space and creating a series of training rooms to help deliver product and soft skills knowledge to its workforce and customer base.

Company President Paul Wofford founded the business out of his truck

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bed in 1985 and remains the steady hand at the helm of the business today. He says the company’s growth from those humble beginnings into the threestore operation it is today is rooted in its eagerness to better understand its customers. Wofford founded the business to serve a customer base that was being overlooked and has never stopped listening to what it has to say.

“Customers will come to you and tell you what they want; we think it’s a good idea to listen to them,” he says.

One area where Wofford says listening to his customer base has been particularly productive is under the hood. Wofford Truck Parts carries 14 lines of engine parts and components and relies on a

strong network of long-time customers and independent service provider partners to help install any component the company sells.

Says Wofford, “The customer can rest assured his overall experience with us will always be simplified because we strive to be accurate and complete. A true one-stop-shop.”

DID YOU KNOW? Wofford Truck Parts has more than 270 years of experience between its inside and outside sales associates.

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By Bill Grabarek, Online Associate Editor billgrabarek@randallreilly.com

Sales & Marketing

Upselling means

upping

customer service

Suggesting additional, or better, parts improves sales and ensures customers get what they need.

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Sales & Marketing

Customers are willing to accept professional suggestions. Our inside and outside sales staff have years of experience and we feel good about helping the customer make the right decisions.

They trust us.

— Randy Kray, sales manager, Sadler Power Train

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veryone has been exposed to upselling. It could be in the form of an offer to super-size a fast food meal, purchase a protection plan for electronics or even add extra butter on popcorn.

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Though the term “upselling” has developed a bit of a negative connotation and might be considered an annoyance for shoppers in certain circumstances, such is not the case in the aftermarket community.

The reality is many aftermarket parts providers encourage their staffs to suggest additional parts or higher quality parts. Not only can upselling improve sales, but it also is a way to make sure customers have everything they need to complete a job and be happy with the quality of the parts they purchased.

“Customers are willing to accept professional suggestions. Our inside and outside sales staff have years of experience and we feel good about helping the customer make the right decisions. They trust us,” says Randy Kray, sales manager, Sadler Power Train.

Being an aftermarket parts provider is very service oriented, and the upselling aspect of the business is part of it, says Nick Seidel, Action Truck Parts vice president. “It’s [parts] you need to offer your customers and parts customers might not have thought about,” he adds.

“The key to being a successful distributor is understanding your customers’ needs. A customer who runs long haul over the highway has a completely different need than a customer who has

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Sales & Marketing

a truck that’s 20 years old and just needs to get it through an inspection,” says Tina Hubbard, vice president, marketing and product management, HDA Truck Pride.

Hubbard says determining the additional parts or quality of parts customers might need is as simple as asking basic questions about how they use the truck and providing assistance by suggesting, “If it were my vehicle, I would do this.”

She also suggests “presenting options in a simple manner to help them make a choice; for example, this part has a 12-month warranty and this part as a 5-year warranty.”

Good, better, best “I tend to look at upselling as a customer buying a certain level of product and you’re trying to convince him the value of buying a product that’s a better grade,” says Dave Willis, CEO and president, CRW Parts.

Willis says it is critical sales associates know the features and benefits of the products they are selling and are knowledgeable about competing products.

Staff must also make sure when customers are making a decision, they are comparing apples to apples. A customer might be attracted to the top of the line

You have to train employees on the product and the complementary parts that go with that product.

— Dave Willis, CEO and president, CRW Parts

of a competing brand’s product, but it still might be inferior to a mid-tier part CRW offers.

Employees also must be able to convey to customers that opting for a lesser quality product based on price might save them money on the initial purchase, but it ultimately “will cost them more in the long run because, for example, they have to do two brake jobs in a year instead of one. And, that’s time a truck is off the road,” Willis warns.

With certain products, Action Truck Parts offers double and triple lines so customers can choose from different levels of quality and price. However, the company will not stock certain parts because they flat out don’t pass muster, Seidel says. “We’re the quality guys. We’re not the cheapest guys on the block.”

Seidel says his employees will always start with the middle-of-the-road parts and try to upsell to the best versus starting at the bottom and trying to upsell two levels. “If the guy says this middleof-the-road part is too much, we’ll tell him we don’t want to lose his business

Action Truck Parts includes notations about additional parts for products called up on the company’s computer system. If a customer wants to buy shocks, parts that go with them appear on the screen.

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and we do have a cheaper option; but from experience and our knowledge of the product we’re selling, we’d rather you buy a better product,” he says.

But, as with any industry, “You’re going to have a guy that’s focused on price and that’s what he wants to buy regardless of the quality of the manufacturing and how long it’s going to last,” Seidel adds.

Do you also need this?

In addition to suggesting better quality parts, another form of upselling — and customer service — is suggesting additional parts to ensure customers don’t leave the store without having everything they need to properly complete a job.

“The key to [upselling] starts with building trust with the customer,” says Brian Trombley, vice president of parts, Royal Truck and Trailer. If a Royal representative suggests additional items for the job a customer is performing, they should understand “we are doing so as an advocate for them with the best of intentions. We are only trying to make sure their repair goes as smoothly as possible.”

However, Trombley cautions: “The more items you try to upsell, the less the customer will trust that you are advocating for them as opposed to trying to sell them unnecessary items.”

Willis says adding product to a sale is common sense. For example, if a customer is preparing to do a brake job, but is only ordering the drum and shoe, “you have to tell them, ‘You’re hurting the life of the brake shoe and the drum if you’re not replacing other parts of a brake job with new parts.’

Sales & Marketing

Royal Truck and Trailer encourages employees to learn from its service staff to gain more mechanical knowledge of products they are selling.

“I guarantee you don’t get what you don’t ask for,” he says regarding additional parts. “You will lose that sale 100 percent of the time if you don’t suggest it.”

Hubbard adds, “When you talk about completing a sale or selling a kit … knowing your customer and properly presenting an entire package is important.”

Kray cites several scenarios regarding what customers might come in to buy and what Sadler Power Train staff would suggest adding to the purchase.

For instance, wheel end service should include a conversation about cams, bushings, hardware and wheel attaching parts; lube should be mentioned during sales of transmissions and differentials; steering service should include hoses, clamps and new fluid; and the sale of springs needs to include U-bolts and possibly spring pins and attaching parts.

Action Truck Parts has spent a lot of

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time adding notations that are included when products are called up on the company’s computer system. For example, if a customer wants to buy shocks for a certain year, make and model, parts that go with them will appear in the notes section on the screen.

“My employees are going to tell the customer he probably doesn’t want to put the old bolts on because they wear out just like the shocks and he’s going to want to put on new bolts, washers and nuts. That information is in the notes section for us to upsell, but it also creates a one-stop shop for our customers,” Seidel says.

“There are so many opportunities. I’ve walked into some places and they don’t try to upsell you anything; they’re just happy for you to walk through the door,” Seidel says. “They don’t understand those added products usually have a higher gross profit than the part the customer walked in there for.”

Training to upsell Learning and listening are the buzz words for training employees on how to upsell — learning about the products they offer and listening to customers about what they need, according to aftermarket experts.

“You have to train employees on the product and the complementary parts that go with that product. If you don’t know that Product A goes with Product B, you’re never going to add much. If you know product A and product B go together, then you should know product C is a complementary part,” Willis says.

“If a customer is ordering ratchet straps, staff can ask about the equipment for the straps and if he needs any tie-downs. It’s education.”

But it’s not just educating employees, it’s also educating the customer. “It’s a lot easier to upsell when you educate your customers on what they’re getting or what they’re not getting and what

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Sales & Marketing

The key to being a successful distributor is understanding your customers’ needs.

that can lead to down the educate staff on parts and road,” he says. products, Action Truck Royal Truck and Trailer Parts also holds “product — Tina Hubbard, vice president, marketing and product management, HDA Truck Pride has vendors come in on a nights” for a group of regular basis to conduct product training it’s experts within the company, online customers or fleet. “I expect my guys and the company encourages employees tools provided by suppliers or direct to be there to learn about the products to cross-train with its service department contact with product engineers. “VIPAR as well. You can’t do enough training,” to gain more mechanical knowledge of Heavy Duty has been very instrumental Seidel says. the products they are selling. in helping us obtain these resources,” he Willis says any good sales company “The better informed and trained our adds. is always looking to add items to an sales staff is about the products, the more “We emphasize to our sales staff to be order and customers will appreciate it confidently they can speak of their bengood listeners and to encourage cusif employees explain to them how the efits to the customer. Having confidence tomers to interact with us to determine additional parts and products will help in what you are selling is key to being the best course of action to solve their them be more efficient and ultimately able to sell it successfully,” says Trombley. needs,” Kray says. “Possible phrases like, save money.

Kray says the company specializes in ‘Feel free to take a look at this and give Willis adds he knows his company is powertrains, which is a business a lot me your thoughts’ or ‘Consider this’ are building trust and providing superior of people don’t understand. However, subtle ways of getting customers’ attenservice when his employees “can tell a Sadler Power Train uses all available retion and gaining trust.” customer, ‘You need this product,’ and sources if the staff needs support conveyIn addition to bringing in manufacthe customer says, ‘You’ve never steered ing information to customers, whether turers and vendors on a regular basis to me wrong. I’ll take it.’”

The upsell stigma Independent aftermarket parts providers often will suggest a higher quality product or additional parts that might help customers complete a job.

However, despite their best intentions, some customers might bristle if they believe they are being upsold on parts they don’t need. Following are how aftermarket experts diffuse the situation.

Nick Seidel, vice president, Action Truck Parts: “Some customers will say, ‘This is all I need,’ and my guys understand that. We’ll say, ‘Just making a suggestion.’ You have to let the customer make the decision.”

Brian Trombley, vice president of parts, Royal Truck and Trailer: “The last thing we want is for the customer to feel like we are trying to take advantage of them by suggesting unnecessary items. If parts associates can share their personal experience with a particular product or repair, that goes a long way in building trust.”

Randy Kray, sales manager, Sadler Power Train: “We play the ‘experience card.’ We have seen

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Sadler Power Train employees use all available resources if they need support conveying information to customers, whether it’s experts within the company, online supplier tools or direct contact with product engineers. it and done it. We tell the story of the guy that bought springs during the day and then called the after-hours service to get U-bolts to finish the job. With the open conversation we have, most of

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 9

the time it is a win-win.”

David Willis, CEO and president, CRW Parts: “If they [object] you just back off. You’re trying to educate them, but they decide.”

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

Heavy-duty brake program Cardone says its new Heavy-Duty Brake Program includes air disc calipers, brake pads, rotors, hardware kits and a proprietary guide pin grease kit designed to extend the caliper’s life.

The program includes grease formulated to withstand temperatures of 1,000°F and impede premature taring and caliper seizure, Cardone says.

Product line expanded with HD exclusive parts Dorman HD Solutions introduced six new products, four of which are released with multiple SKUs and four also are HD Exclusive parts. The products include windshield wiper arms, diesel particulate filter clamps, air tank cables and a trio of sensors.

Heavy-duty remotecontrolled lifts Rotary Lift has added two remote-controlled heavy-duty lifts to its lineup.

Rotary Flex Max, powered by RedFire, is a new wireless mobile column lift by Rotary Lift that can be operated by one remote control or via controls located on every column.

Rotary Flex Max is the premium offering in the Flex family, the company says. It is available in configurations of two, four, six or eight columns. It also offers lifting capacities of 14,000 or 18,800 lb. per column.

The company also introduced the MOD35 Flex powered by RedFire.

According to Rotary Lift, MOD35 Flex’s wireless remote control enables technicians to operate the lift from anywhere in the bay without cords getting in the way. The interface works the same as Rotary’s MOD35 pendant-only control, so new training is not required.

Existing Rotary Lift MOD30 and MOD35 inground lifts can be upgraded with Flex wireless remote technology.

Heavy-duty hoses for Mack Wheeler Bros. has introduced a line of high-performance silicone coolant hoses for Mack MP7 engines.

The application on refuse trucks is especially important, as these hoses solve a difficult problem because of exhaust positioning, the company says.

Features of the coolant hose line include six-ply reinforced knitted aramid fibers with high-temperature silicone rubber, hoses include two spring-loaded T-bolt clamps, 15 diameters available, operating temperature range of -65°F to 500°F, tested to ASE specifications and a 12-month warranty, Wheeler Bros. says.

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Diesel engine repair adapter Norco Industries has introduced an adapter for the 6.7L Dodge Cummins engine. This adapter is designed to be used with its Model 78200 Rotating Engine Stand.

While the included universal adapters will work with most diesel pick up engines, Norco says Model 78208 gives Cummins technicians unobstructed access to engine components, saves time during engine repair and reduces the chance of injury.

The engine stand and adapter meet the requirements set forth in the ASME PASE 2014 safety standards, the company says.

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New battery series for HD applications EnerSys announces its Odyssey Performance Series 4D-1300 and 8D1500 batteries. The Odyssey Performance Series 4D-1300 and 8D-1500 batteries are engineered to power heavy-duty commercial trucks and transit buses, among other applications.

The Series 4D-1300 battery provides engine-cranking pulses up to 2,400 amps and 1,300 cold cranking amps (CCA). The Series 8D-1500 battery provides engine-cranking pulses up to 2,700 amps and 1,500 CCA. Both batteries feature thin plate pure lead technology and absorbed glass mat separators that hold acid in place to prevent spills, the company says.

Odyssey batteries are vibration resistant and feature a three- to 10-year service life and two-year storage life at 77°F (25°C), EnerSys says.

Off The Line Spotlighting a new OEM innovation

Electric delivery van from Asia coming to North American market AVEVAI, a Singapore-based B2B e-mobility and logistics company, recently launched a line of electric light commercial vehicles (e-LCVs) that use supercapacitor battery technology for greater range. AVEVAI’s box trucks and vans have been designed for P&D and service segments in the U.S. and abroad. “[The vehicles] use cutting-edge supercapacitor battery hybrid technology to achieve an all-electric range of 205 miles for the IONA Van and 186 miles for the IONA Truck — up to 40 percent more than comparable e-LCVs,” AVEVAI says.

The graphene-infused supercapacitors are able to accept and deploy electrical charge much faster than conventional batteries, and are less affected by charge and discharge cycles, thereby giving them a longer life. Vehicle down-time also is reduced with fewer charging intervals and optimal charging versatility, the company says.

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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 9

Temperature controlled shipping containers for fleets Coldtainer’s new portable containers are designed for precise temperature control in any transportation application for shipping perishable goods while maintaining health and safety standards.

The containers are available in front-opening or top-loading models in a range of capacities and cooling, freezing and heating options. They also record temperatures and have a mobile Bluetooth capability for downloading data to meet record keeping requirements, the company says.

Industrial oil valve line Fumoto Engineering has added an industrial line to its SX oil valve product offering. The new line provides versatility and adjustability to make oil changes quicker and easier on the toughest machines, including big rigs and vocational trucks, the company says.

New features on the SX Industrial oil valves, which start at 18mm thread sizes, include 360-degree adjustability; faster flow rate; and a lighter, stronger SX bolt, Fumoto says.

Backed by the Fumoto guarantee, the company says SX Industrial oil valves come with a 90-day satisfaction trial and workmanship and materials coverage.

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Heavy-duty grease

New line of HD tire changers John Bean has announced a new line of tire changers for shops servicing a wide array of heavy-duty vehicles.

The company says the line of heavy-duty tire changers and their features include: ■ John Bean 8058 — capable of servicing up to 58-in. wheels and 95-in. tires, offers wireless control pendant, allows a single operator to change the largest and heaviest assemblies, and opens new tire-changing revenue streams while still being able to change simple truck assemblies.

■ John Bean 8056 — handles up to 44-in. wheels and 90-in. tires, strong tulip clamping jaws handle most agriculture and off-the-road assemblies and is easy to learn and operate.

■ John Bean 8026 — can change wheels up to 26-in. and tires as large as 60-in., can service truck and skid loader tires, offers movable control pendant and a roller accessory for tubeless highway assemblies is optional.

Distributor adds nearly 100 engine part numbers AFA Industries has added 96 part numbers for Cummins, Caterpillar, Navistar, Detroit Diesel and Volvo engines to its heavy-duty product offering.

Parts include cylinder head bolts, O-rings, lock nuts, various seals and gaskets, oil pans, sensors, oil coolers, water pumps and several kits and gaskets for multiple components.

AFA says most of the components are for Caterpillar and Cummins engines, but there are five Detroit Diesel, 10 Navistar and one Volvo part number.

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Shell Rotella has introduced a line of heavy-duty greases for trucks, tractors and construction equipment, among other applications.

The line includes four high-performance products with multi-purpose capabilities.

Shell Rotella HD Grease is a multi-purpose grease for on and off-road vehicle applications as well as for industrial equipment use.

Shell Rotella SD Grease is for vehicle and equipment lubrication.

Shell Rotella MP Grease is for general chassis, springs, pivot points, low speed bearings (not disk brake wheel bearings) and equipment such as trailers, lifts and loader buckets.

Shell Rotella ET Grease is designed for adhesion and retention on exposed surfaces, such as fifth-wheel plate pivots, wheel bearings, springs, trailers, open pivot joints and weather exposed equipment, the company says.

Navistar Maxxforce DT engine kits Reliance Power Parts has expanded its product portfolio to include three new in-frame engine kits for the Navistar Maxxforce DT configuration.

The company says the kits fit applications from model years 2007-2009, with 7.6 liters displacement and serial numbers above 3,000,000. These engines operate in ranges starting at 210 hp and up through 300 hp and feature enhanced EGR. The kits, available now, increase Reliance’s coverage of many popular bus and medium-duty truck applications, offering solutions for repairs to this set of engines, the company says.

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Automann RSD Brake Lining Automann introduces 3 formulas of brake lining for today’s trucks engineered to meet FMVSS 121 RSD requirements. Automann RSD Brake Lining is dynamometer tested to meet the torque ranges outlined in TMC’s RP 628C for trucks subject to the FMVSS 121 Reduced Stopping Distance requirement.

AMF12100 12,000 lb Steer Axles AMF20100 20,000 lb Drive Axles AMF23100 23,000 lb Drive Axles

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