Truck Parts & Service 0516 by Richard Street

TP&S Founder Jim Moss Dies | Dayton Parts Distributing Firestone Air Springs

Payback for paying out OPPORTUNITIES FOUND FOR DISTRIBUTORS THROUGH RETAIL REBATE PROGRAMS

MAY 2016 |

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Air spring maintenance tips Mud flap marketing

18 22

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Volume 52 | Number 5 | May 2016

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Cover Story

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Editorial

Editor: Lucas Deal Equipment Editor: Jason Cannon

Payback from paying out 14

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Features 18 Maintaining a customer’s smooth ride 22 Mud flap marketing

Departments 1 2 6 12

Editorial Staff Editorials Industry Focus Tech Updates

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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, 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

A cheat code for aftermarket communication? By Lucas Deal, Editor lucasdeal@randallreilly.com

uilding standard operating procedures is a cornerstone of any good business. Best practices and lean operations help drive efficiency, productivity and business success. In no industry is that more clear than ours, where speed and efficiency in serving customers takes precedent over everything else. When a truck is down, there’s no such thing as free time. I’ve always been impressed by how the independent aftermarket takes that message to heart. Every distributor might build their standing operating procedures differently, but each clearly is built to accomplish the same goal. And now, a movement is afoot to help make writing such procedures even easier. The Auto Care Association is working on a comprehensive research project with Pricedex Software to better understand how heavy-duty parts are identified and cataloged across the industry. Working in conjunction with Heavy Duty Distribution Association (HDDA) members and the aftermarket at large, Auto Care hopes to accurately identify the level of standardization found throughout the aftermarket to determine if the industry would benefit from universal product classification and sales process standards, and if so, attempt to build them. “The strength of the heavy-duty marketplace lies in the knowledge of the counterperson to make hundreds of part recommendations each day. We aim to make that process more efficient

by giving them the data they need in a format they are familiar with,” says Bill Hanvey, Auto Care president and CEO. I think this is a great idea, and applaud Auto Care on its ambition.

How could parts and sales process standardization benefit your business? Building a one-size-fits-all glossary for the aftermarket could be a truly tremendous asset for distributors, service providers and manufacturers alike. A universal language would not only eliminate confusion in dialogue between members of the supply chain, it also would provide the industry with simple and implementable best practices and enhance data transfer across software platforms. It would connect the industry in a way we’ve never seen. But it won’t happen overnight. Auto Care says its development plan is to work in stages — and Phase 1 is gaining input from you. The Association plans to spend the summer months conducting interviews and measuring industry interest in potential standardization. If the aftermarket is comfortable with business as usual and sees no reason to change, Auto Care won’t push an industry overhaul. But early responses from suppliers

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have been very positive, and if reception remains positive in conversations with more suppliers and distributors Auto Care says it will move forward. “We want to know about anything that will help streamline [aftermarket] processes,” says Jonathan Larsen, Auto Care reference data architect and quality manager. “It’s not going to be a situation where anyone dictates what we’re going to do. Everyone is going to come together and bring their own thoughts on what would help them do more business and make more money.” I think all distributors should help with this study. Especially at this stage. All Auto Care wants today is your input. Where are your pain points? What is most commonly lost in translation during communication with suppliers? How could parts and sales process standardization benefit your business? I’m sure you answered those questions the instant you read them. You know exactly what works in your business and what doesn’t. So why not take advantage of this opportunity and try to fix things? “We want the industry to tell us exactly where they need efficiencies, and how each would need to be formulated,” says Sheila Andrews, manager, government affairs at Auto Care. “The end game for us is still unknown. We want the industry to direct us to what the end game should be.” For more information and to assist Auto Care, please go to www.autocare.org.

Editorial | MacKay & Company

Q1 in Review By John Blodgett MacKay & Company

ay is here on the calendar, and in Chicago we wish it would show up outside. Every month numbers get reported on previous month’s business activities for the economy in total and for specific industries. April provides the opportunity to look back over the firstquarter performance. Part of our focus at MacKay & Company is providing an outlook on the aftermarket parts sales for medium- and heavy-duty trucks and trailers. We have a detailed model put together by our team that considers a number of factors including the number of vehicles on the road, their age distribution, and their activity level (miles per year and fleet utilization). Based on these factors, we determine what service and maintenance requirements these vehicles will likely require for the year and then translate that to actual parts and then to dollars. This model provides a lot of information and a forecast is one portion of that. Our latest forecast for the total 2016 U.S. parts aftermarket is an increase of 1.9 percent, which includes a 2 percent forecast increase for price, so flat without price. What have we seen through the first quarter of 2016? Retail sales of new trucks are forecast to be down in 2016, and were further lowered in the first quarter. Retail sales

occasionally get misunderstood in the aftermarket. Retail sales can be an indication of the health of the economy, but retail sales’ true impact on the aftermarket is not immediate. It takes time for these vehicles to come out of warranty and start needing major service or maintenance activities, and that is when the impact is felt — not the year they are sold.

Retail sales can be an indication of the health of the economy, but retail sales’ true impact on the aftermarket is not immediate MacKay & Company has an index of component manufacturers’ sales to the medium- and heavy-duty aftermarket. Collectively, they are down 5 percent year-to-date in the U.S. For most manufacturers, March was significantly better than January and February and we will

see if March was a blip or the start of a positive trend. We have some insight on truck manufacturers’ parts sales in the aftermarket; they were flat in the first quarter compared to last year. We also have a fleet utilization report (several hundred fleets provide insight on the activity levels of their trucks) that showed mixed results compared to the first quarter of 2015 but up over the fourth quarter. Finally, our measurement of the truck economy (Truckable Economic Activity) is up in the first quarter based on preliminary data. In total, we see more positive than negative signs for the trucking economy for 2016 (as of this moment, 11:05 a.m. CDT, May 2) which should be reflected in the aftermarket. Certainly we would all like to see a stronger economy, but we do not see a significant slowdown or recession occurring in 2016 (as of this moment, 11:06 a.m. CDT, May 2). The industry average performance does not need to be your industry performance. While it is good to be aware of the national economy and other factors which can impact the aftermarket, focus on what you can control. If you are significantly underperforming the aftermarket indices, that’s a warning that you may have issues other than current economic conditions and you’d best quickly determine what those are and address them.

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 Rush Enterprises will close 13 Rush Truck Centers in the first half of 2016 as part of a consolidation plan of its Navistar Division dealership network. The plan includes closing Rush Truck Centers in Kankakee, Decatur, Ottawa, Mount Vernon and Grayslake, Ill.; Ontario, Ore.; Findlay, Ohio; and Statesville, N.C. Rush Truck Centers formerly located in Brazil, Ind. and Helper, Utah, were closed in the first quarter of 2016. The company also will consolidate two Georgia locations into one, and has consolidated two

southern Texas locations into one facility. Southern States Utility Trailer Sales, Inc. of Richland, Miss., has been named Carrier Transicold’s 2015 North America Dealer of the Year, and Transclima de Centroamérica, S.A. of San Jose, Costa Rica, has been named 2015 Latin America Dealer of the Year, Carrier Transicold Americas has announced. Tallman Truck Centre Ottawa West has moved from 101 Alti Place to its new home at 145 Walgreen Road in Ottawa, Ontario, Canada.

Truck Enterprises has relocated its full-service dealership in Hagerstown, Md., to a new state-of-the-art facility.

JX Enterprises has opened a new facility in Mineral Point, Wis., its 18th location. Maudlin International Trucks plans to expand its Orlando location with a new facility. Truck Center Companies (TCC) will break ground on 26.3 acres on Cornhusker Road in Omaha, Neb. to accommodate its

growing business. The project includes a 170,000 sq. ft. heavy- and medium-duty truck dealership, including 42 service bays. Penske Automotive Group, has acquired Harper Truck Centres, a Freightliner, Western Star, Thomas Built Bus and Fuso commercial truck dealership group located in Ontario, Canada.

Truck Parts & Service Founder Dies Jim Moss, founder and longtime publisher of Truck Parts & Service, died on April 20. He was 82. Moss entered the heavy-duty trucking industry in the 1950s as a sales representative for Chilton Company, publisher of Commercial Carrier Journal. Immediately drawn to the industry, he published his first issue of Fleet Distribution in 1966. Moss and Bud Reese formed Kona Communications and purchased Fleet

Distribution from Bobit Media on Dec. 31, 1969, and published their first issue of Fleet Distribution – Heavy-Duty Vehicle Parts/Equipment in January 1970. The magazine was renamed Heavy Duty Fleet Distribution six months later, and then renamed again to Truck Parts & Service in 1987 to better represent the distribution and service focus of the aftermarket. Moss also founded Successful Dealer in 1978, which to this day remains the

only publication focused specifically on the medium- and heavy-duty dealer industry. In addition to his publications, Moss also was driving force behind Heavy Duty Aftermarket Week, and a cofounder of the Council of Fleet Specialists, which would later join forces with National Wheel & Rim to become the Commercial Vehicle Solutions Network (CVSN). Moss was honored with the CVSN President’s Award last fall.

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

May 24-25 June 4-8 Aug. 25-27

HDAW 2017 Joint Operating Committee Meeting, Chicago Heavy Duty Aftemarket Canada Annual Conference, Whistler, B.C. Great American Trucking Show, Dallas

T R U C K PA R T S & S E R V I C E | M a y 2 0 1 6

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Industry Focus

Registration Now Open For Aftermarket Leadership Program

DTNA Opens New Corporate Headquarters Daimler Trucks North America (DTNA) officially christened the company’s new corporate headquarters building last month on its Swan Island, Ore. campus. The new nine-story, 268,000 sq.-ft.-facility represents an investment of $150 million by DTNA since the project broke ground 21 months ago. DTNA says the timing of the expansion helps support the company’s growth and better allows the company to bring its Portland-area employees to the same campus.

Registration is now open for Heavy Duty Leadership, the one-week leadership development program for the commercial truck aftermarket at the University of the Aftermarket at Northwood University. This year’s course will be held July 10-15 at Northwood’s campus in Midland, Mich. Now in its fifth year, the program is an intense and challenging one-week residential professional development program designed for early-to-mid career, management-track heavy-duty professionals in all market segments, the University says. The cost is $2,995 per student (includes all meals), and participants receive 3.5 Continuing Education Units (CEUs) toward completion of their Automotive Aftermarket Professional (AAP) or Master Automotive Aftermarket Professional (MAAP) certificates. For more information and to register for the 2016 course, please go to https://www.northwood.edu/aftermarket/coursecalendar.aspx.

Industry Focus

People In The News Rick Bodnar has been named South Central regional sales manager for XL Specialized Trailers, covering Texas, Oklahoma, Kansas, Missouri, Colorado, Arkansas and Louisiana. Shaun C. Skinner has been Bodnar promoted to president of Isuzu Commercial Truck of America. Talbert Manufacturing has hired Jim Eller as its new west region sales manager. FleetPride has named Allan R. Dragone, Jr., as its new Eller president and CEO. Tom Bertolino, vice president of NorCal Kenworth, was named the 2016 American Truck Dealers Dealer of the Year last month at the annual ATD Convention & Expo in Las Vegas. Navistar has appointed Jonathan Peisner as

vice president, Investor Relations.

Grote Industries has named Darren Harmon its new OEM regional manager.

Omaha Standard Palfinger (OSP) has appointed Ed Morris as regional sales manager – Western Territory.

Honeywell has named Mark Rodrigues general manager of the company’s turbocharger aftermarket Harmon business in North America, as well as its global performance products business.

Jonathan M. Randall has Morris been appointed senior vice president for North American sales at Mack Trucks. SmartTruck has appointed Ron Pope as director of national accounts.

AP Exhaust Technologies has appointed Hugh Charvat as CEO.

Stoughton Trailers has added four new employees Pope to its management team. Mark DeWane has been named the new plant manager at Plant Six. Bill Hasz has joined the company as its new sales director. Lori Steen has been named facilities manager, and Jim Hansen has been named the company’s new supply chain manager in its Purchasing department.

Dave Hill has joined Wabash National as vice president Charvat and general manager, Wabash Tank Trailers, and Jay Morfitt has joined the company as director of business development and strategy, Wabash Tank Trailers. Brian Kennedy has been hired as the new aftermarket purchasing manager at Bergstrom.

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Industry Focus

Dayton Parts, Firestone Announce Distribution Partnership Dayton Parts announces a Master Distribution Agreement with Firestone Industrial Products to distribute Firestone Air Springs to North American customers,

effective immediately. “Dayton Parts is proud to support a company whose products are made in Williamsburg, Ky. We look forward to

the partnership with Firestone Industrial Products and providing our customers the OE air springs used by many truck and trailer manufacturers today,” says Walt Sherbourne, vice president of marketing at Dayton Parts. Dayton Parts says it will offer Firestone products from its four warehouse locations; Harrisburg, Pa., Lewisville Texas, and two locations in Canada; Mississauga, Ontario and Edmonton, Alberta.

HDA Truck Pride, AAPA Forming Alliance HDA Truck Pride and the Aftermarket Auto Parts Alliance (AAPA) have partnered to create the Aftermarket Distributors Alliance, LLC, which the two companies believe will allow distributors within both organizations to better serve customers operating throughout the light-, medium- and heavy-duty markets. “For years aftermarket practitioners have arbitrarily partitioned their businesses by vehicle types or market segments, such as truck parts of collision parts or performance parts,” says HDA Truck Pride President and CEO Don Reimondo. “While that may have made sense in the past, [we] propose that updating business practices and introducing technology to look holistically at the parts distribution business makes as we move toward the future.” The partnership will allow businesses within each group to better work together and communicate with each other, while also enhancing parts access for distributors on each side, improving parts fulfillment and, ultimately, customer experiences. The Aftermarket Distributors Alliance, LLC, will be equally owned by AAPA and HDA Truck Pride.

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THIS YEAR’S ACTIVITIES:

• Best of show winners from the past Pride & Polish events compete for the grand prize • Show trucks from across the country on display

Landstar Health & Wellness Pavilion

• Free health screenings • Cooking demos • Healthy food options • Health-related vendors

Discovery Pavilion This year GATS is introducing a brand new pavilion where you can touch, try and test the newest products and gadgets in the industry! Trucking professionals and everyone else will find something to discover.

• Daily meet and greets and celebrity appearances • Live performances at the booth • Prize giveaways and drawings

FREE ADMISSION ONLY WHEN YOU PRE-REGISTER!* Register online at GATSonline.com or call 888-670-7549.

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*Onsite registration is $10

SAFETY RECALLS The following are safety recalls issued by the National Highway Traffic Safety Administration: Blue Bird Body Company is recalling certain model year 2011-2017 All American school buses manufactured from August 20, 2010, through Dec. 16, 2015. Buses with rear side emergency doors have seats over the wheelhouse area whose rear legs may detach from the floor in a crash, resulting in belted occupants traveling forward. As such, these vehicles fail to conform to the requirements of Federal Motor Vehicle Safety Standard (FMVSS) number 210, “Seat Belt Assembly Anchorages.” If the seat does not allow the occupant to be properly restrained in the event of a crash, they would be at an increased risk of injury. Daimler Trucks North America LLC (DTNA) is recalling certain model year 2015-2016 Freightliner Cascadia trucks manufactured from March 24, 2014, through Nov. 9, 2015. The affected vehicles are equipped with Bergstrom Parksmart HVAC auxiliary units. On these units, there may be inadequate contact between the electrical connector on the compressor and electrical pins causing a high electrical resistance resulting in excessive heat. The overheated connection can increase the risk of a fire. DTNA is recalling certain model year 2013-2016 FCC XCS, XCM, XCR, XCL, XCP, XBS, XBR, and XBP trucks manufactured from Jan. 7, 2013, through June 1, 2015. On certain motorhome chassis built with a heavier, adjustable foot pedal, the brake activation signal to certain towed devices may not deactivate when the motorhome service brakes are released. If the brake activation signal to a towed device remains active when the motorhome chassis service brakes are released, the brakes on a towed device may remain engaged depending on brake configuration of the trailer. As a result, the brakes would drag and possibly overheat potentially resulting in a fire. Additionally, following drivers may be confused by the motorhome’s actions, increasing the risk of a crash. Mack Trucks is recalling certain model year 20162017 Titan vehicles manufactured from Feb. 25, 2015, through Feb. 12, 2016. The bolt connecting the upper steering shaft to the lower steering shaft may not properly secure the upper steering shaft, which can lead to separation of the steering shaft. Separation of the steering shaft will result in complete loss of steering, which may lead to a vehicle crash. Navistar is recalling certain model year 2016 International 1300 trucks manufactured Feb.

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26, 2015, to May 12, 2015, 2016-2017 International DuraStar trucks manufactured Jan. 28, 2015, to Feb. 4, 2016, International TerraStar trucks manufactured Jan. 28, 2015, to Feb. 1, 2016, and 2016 IC AC transit buses manufactured Jan. 28, 2015, to Feb. 2, 2015. The metal connecting clip that connects the hand operated parking brake actuator cable to the intermediate parking brake cable may fail. If the parking brake cable connection fails, the vehicle may unexpectedly roll, increasing the risk of injury or a crash. Spartan Motors USA is recalling certain model year 2014-2015 Gladiator and MetroStar emergency vehicles manufactured from Nov. 18, 2014, through July 9, 2015. Under certain conditions, the fire-suppression-agent tank level pressure sensor may register an incorrect reading. This may result in the reading to indicate more agent (typically water or fire-fighting foam) left in the tank than actually is. If there is an incorrect reading of agent in the tank, it can increase the risk of injury to the fire fighter if the tank unexpectedly runs out of agent. Spartan Motors USA is recalling certain model year 2016-2017 Specialty Vehicle school bus chassis manufactured from March 19, 2015, through Nov. 9, 2015. The metal connecting clip that connects the hand operated parking brake actuator cable to the intermediate parking brake cable may fail. If the parking brake cable connection fails, the vehicle may unexpectedly roll, increasing the risk of injury or a crash. Stallion Bus and Transit Corp. is recalling certain model year 2013 900 series transit buses manufactured from March 1, 2013, through Oct. 31, 2013. The 12-volt to 24-volt power converter on the wiper system may shut off when the wiper speed is changed resulting in a loss of wiper function. Visibility will be reduced should the wiper assembly stop working during operation, increasing the risk of a vehicle crash. Strick Trailers is recalling certain model year 2001, 2003, 2005, and 2008-2012 single-axle van trailers equipped with rear impact guards using gussets 50185 and 50186. These rear impact guard gussets increase the chances of injury in the event of a crash. As such, these vehicles fail to comply with the requirements of Federal Motor Vehicle Safety Standard (FMVSS) No. 223, “Rear Impact Guards.” If the rear impact guards do not meet the safety standards, it can increase the risk of injury in the event of a crash.

Sign up for the Free TA|Petro Truck Parking Community Tailgate TruckShowParking.com When you’re here, you’re home! Kick oﬀ your GATS 2016 experience with free online registration and start settling in. Then reserve your spot in the truck parking community and we’ll keep you posted on all the happenings to look forward to this year. See you in Dallas! #GATS #TruckShow

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Thursday, August 25 Friday, August 26 Saturday, August 27 2016 Kay Bailey Hutchison Convention Center Dallas

FREE ADMISSION ONLY WHEN YOU PRE-REGISTER!* Register online at GATSonline.com or call 888-670-7549. *Onsite registration is $10

By Lucas Deal, Editor lucasdeal@randallreilly.com

Cover Story

Payback from paying out Opportunities found for distributors through retail rebate programs 14

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Cover Story

here are few sales tactics more ubiquitous in wholesale distribution than rebates.

Most commonly used by manufacturers to drive sales outward through a distributor network, rebates require customers to meet or exceed specific parameters set by a seller in order to achieve discounted prices. In the aftermarket, rebates are a way of life. Manufacturers offer them in many shapes and sizes, and distributors, service providers and their buying groups delegate significant resources to rebate management. But rebates aren’t required to function solely to facilitate business-to-business supply chain transactions. They work at the retail level as well. And while not without its challenges, developing retail rebate programs can offer aftermarket businesses a valuable tool to stimulate sales, increase revenue and improve customer engagement, says Chexx Inc., a multi-national payout services firm. “Not only do rebates create a higher level of customer satisfaction, [they] also help companies steer customers toward buying specific items or

shopping at a certain store,” Chexx says. Most retail rebate programs are built around one of two parameters, a quantity threshold or a customer engagement requirement. Quantity-based rebates are nearly identical at the manufacturer-to-distributor and distributor-toend user levels. Built around volume selling, these rebates incentivize customers to buy often and/ or in bulk. These rebate programs require active documentation for sellers, but are ultimately the simplest rebates to redeem. Customers who reach a volume threshold are rewarded. The rest are not. Loyalty programs fall into this category. Customer enticement rebates are more salesbased. Distributors offer products with a post-purchase discount, and customers gain access to said discount once they provide a specific information requested by the seller. These rebates boost top-line revenue by maintaining higher up-front pricing for ultimately discounted items, and by motivating customers to make purchases through lower total purchasing costs. Regarding the former, selling 200 units at $75 with a $15 rebate moves gross sales totals higher than selling the same product at $60. And that doesn’t even account for the rebate return process. Customers that commit to a $75 price but fail to follow through and redeem an available rebate push net sales higher than a – Michael Hinshaw, CEO at McorpCX. simple $60 sale price.

The real value of rebates is shifting from a marketing and pricing tactic to a customer engagement and understanding strategy.

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Cover Story

Rebates are a strategic and tactical pricing tool. Every element in the price [structure] of a business should, therefore, be for a specific purpose. – Colin Carroll, pricing expert at McKinsey & Company

A 2009 Consumer Reports survey uncovered that while 47 percent of retail shoppers always redeem rebates; another 25 percent never complete a redemption form. Rebate enticement comes from customers who purchase a product specifically due to the available price savings. Using the example above, a price-conscious customer who typically purchases a unit for $70 from one distributor may be enticed to purchase elsewhere for $75, in order to capitalize on a 20 percent rebate. Rebate programs are “all about incentivizing,” says Dave Lindeen with Corcentric, a business-to-business process efficiency and consulting company. “When done properly, both the buyer and the seller benefit.” Engagement rebates are most commonly used to clear out slower moving items. Customers view rebate prices similarly

to sales prices. If a rebate deal is good enough, most customers will at least consider making a purchase. The product doesn’t have to be something the customer needs at that time; just something they could use in the future. Redemption rates equal to or slightly above potential sale prices is typically the sweet spot for these products. “Rebates are a strategic and tactical pricing tool. Every element in the price [structure] of a business should, therefore, be for a specific purpose,” adds Colin Carroll, pricing expert at McKinsey & Company. Another way rebates can move slow moving-inventory is by coupling multiple components into a single rebate. Pairing a high-volume item with a related product that moves slower can increase customer likelihood to buy the set, especially if the high-moving product is cheaper as part of the set. The key here is again ensuring the

rebate provides enough of a cost benefit for the first item to justify stocking the latter. The potential to improve engagement through rebates is found within the forced customer interaction. “The real value of rebates is shifting from a marketing and pricing tactic to a customer engagement and understanding strategy,” says Michael Hinshaw, CEO at McorpCX. Most rebates require customers to communicate with a distributor and provide specific information. A rebate is a customer data acquisition tool built into a sale. Hinshaw says that data must be managed very carefully. Many customers today are acutely aware their data is being harvested from a rebate requisition form. That makes some uncomfortable. Harvesting that data and using it to create customer engagement requires discretion and tact.

Volume rebates Quantity 0-200 201-350 351-500 500+

Different parts A $80 $75 $70 $65

B $100 $97 $94 $90

C $75 $72 $69 $66

D $50 $48 $47 $46

Quantity-based rebates provide customers a discount on items once their order numbers reach a specific volume threshold. This is the most common wholesale rebate structure because it encourages purchasers to reach price reduction benchmarks.

T R U C K PA R T S & S E R V I C E | M a y 2 0 1 6

Cover Story

Data pulled from a rebate should be used sparingly, and only to the customers benefit. A customer who has a positive experience completing a rebate is still uncertain to return; while a customer who has a negative experience is nearly guaranteed to never come back. “Dissatisfied consumers will have no problem finding other organizations to do business with,” Chexx says. Rebate functionality makes a difference here as well. Mail-in rebates are practical but antiquated. Phone and/or online rebate redemption systems are now available, and provide customers a much easier and more efficient experience. “By digitally connecting all parties, data is accessible 24/7,” Lindeen says.

“That’s not only good for the buyer, who is able to then claim the rebate within the timeframe and conditions required. It’s also good for the seller, who can notify buyers when they are either close to achieving a higher rebate status or close to losing one.” The same can be said for eight-week redemption turnarounds. A customer submitting a form on Friday doesn’t need a check on Monday, but improving redemption times is a sure fire way to impress a customer. And impressed customers are much more likely to be become returning customers. “Ultimately, the goal for any company involved in business-to-consumer sales transactions is to deliver a pleasurable

shopping experience for patrons,” says Chexx. “Doing so will help the organization develop a positive reputation in the marketplace, one that will encourage others to shop and complete transactions as well.”

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M a y 2 0 1 6 | T R U C K PA R T S & S E R V I C E

By Lucas Deal, Editor lucasdeal@randallreilly.com

Service Bay

Maintaining a customer’s

smooth ride D

riving across damaged roadways are an unfortunate way of life for many truck drivers. But while cracked roads and potholes increase the potential of a bumpy ride, it typically takes a mechanical failure for every vibration caused by poor road conditions to reach a driver and their cargo. One failure in particular that can make for a rough ride is a non-functioning air spring. As one of the key components in an

air suspension system, air springs aid in cushioning a suspension against extreme duress to provide a steady, smooth ride across any surface. Today’s air spring manufacturers use highly flexible and robust materials to build these springs, and in optimal conditions many last more than 500,000 miles. But that longevity doesn’t make the components impervious to damage. Severe operating conditions, roadside debris, driver error, system malfunctions

T R U C K PA R T S & S E R V I C E | M a y 2 0 1 6

and foreign material buildup are among the factors that reduce the life of heavyduty air springs. “Manufacturers can make the greatest products the world but if [vehicle owners] never look at them and take care of them they can fail,” says John Hilkirk, aftermarket sales manager at ContiTech. “Air springs are like anything else. They have a life cycle and it needs to be observed.” By offering comprehensive air spring

Service Bay

Air spring expertise reduces downtime and increases customer satisfaction inspection and maintenance services, aftermarket facilities can help customers reduce these risks, and allow their drivers to maintain a smooth ride for years to come. Regular inspection by drivers and service providers is the first step in avoiding air spring downtime. The Technology & Maintenance Council (TMC) says in its Recommended Practice 643A, “Air-Ride Suspension Maintenance Guidelines,” that drivers

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A side-by-side comparison of a new spring and one that has worn down over years of improper service.

should include a succinct spring and suspension visual check during any pre- and post-trip inspection. Hilkirk says if daily isn’t an option a weekly checkup should be considered. “That doesn’t necessarily happen but that’s our suggestion,” he says. Those brief checks should then be supplemented by comprehensive spring and suspension inspections, scheduled based on duty cycles and operating conditions.

This is where aftermarket businesses can showcase their expertise. Manufacturers advise severe-duty and off-road equipment be extensively checked every one to two months, and all equipment regardless of duty cycle be fully inspected at least twice a year. Routine inspections, “according to a pre-determined mileage maintenance schedule will extend the life of the vehicle, provide consistent ride and handling characteristics during use and reduce overall maintenance expense and downtime,” says David Brinkman, segment business leader, Air Springs, at STEMCO. Whether part of a PM or as a separate maintenance event, these inspections should be all-encompassing. “We are working to train technicians to inspect the entire suspension system,” says Shane Crook, product manager, heavy-duty at Firestone Industrial Products. “Sometimes technicians can get a little myopic and focus too much on the spring but you can’t just check them.” For service providers building a comprehensive suspension inspection procedure, the air spring examination requires a few key steps. Crook says Firestone advises technicians to first check the outside diameter of an air spring for signs of damage,

M a y 2 0 1 6 | T R U C K PA R T S & S E R V I C E

Service Bay

Keeping an air spring out of contact with road debris and other components significantly enhances the life cycle of the component.

irregular wear and heat cracking. Being thorough is a must, adds Adam Diecks, marketing director at Point Spring & Driveshaft. “Our process for inspecting air bags includes looking for cracking or dry rotting of the rubber, checking for rub marks on the bellows, making sure there are no cracks in plastic bases and that there is no oxidation or deterioration of aluminum bases,” he says. Air lines and the air spring piston should be checked next — air lines should not come in contact with an air spring, RP 643A says — followed by the spring’s ride height, leveling valves and shock absorbers. The latter is incredibly important, says John Messina, president at Tampa Spring. “Nobody ever wants to hear about shocks, but they have a lot do to with air springs,” he says. “We see a lot of springs that are damaged because of bad shocks.” That’s why Messina trains his technicians to find the root cause of any failure discovered during an air spring and suspension inspection. Tunnel vision on a damaged air spring may get a customer

back on the road quickly, but it won’t always eliminate their problem, he says. “It’s easy to replace an air spring but you can’t just do that,” he says. “You have to inspect the entire system and see what caused the spring to fail. It’s not always from road debris or something simple.” Mounting hardware should be checked next; then the entire air spring should be cleaned. Spring manufacturers advise technicians remove any hydraulic oil, road debris and foreign materials found on the exterior of the spring, shocks and leveling valves. Firestone has approved soap, water and a trio of alcohols (methyl, ethyl isopropyl) as cleaning solutions for its air springs, but advises against the use

of organic solvents, abrasives and direct pressurized steam cleaning. Proper scrubbing of each component and “clearing any debris from between the flex member and piston will help prolong the life” of the spring, says Brinkman. Soapy water also doubles as an air leak detector when applied to all air suspension line connections, valves and springs, as “bubbles at any point in the air system reveal a leak,” RP 643A says. “When you see bubbles that means the spring has been through an overextension situation,” Hilkirk says. And any component found damaged at any point during the inspection should be immediately replaced. Fortunately for customers and service providers alike, replacing an air spring is a straightforward repair, says Gordon Botts, president at Botts Welding & Truck Service. The first step is to lift the tractor or trailer by its frame to take weight off the spring. Once that’s completed air flow can be cut to the spring, allowing the bag to become loose in its position. From there a technician can disconnect the attached air lines, and begin loosening the bolts holding the spring to the suspension. “You can typically get a spring out in just a few minutes,” Botts says. After the spring is removed the same steps are repeated in reverse to install

It’s easy to replace an air spring but you can’t just do that. You have to inspect the entire system and see what caused the spring to fail. It’s not always from road debris or something simple.

T R U C K PA R T S & S E R V I C E | M a y 2 0 1 6

– John Messina, president at Tampa Spring

Service Bay

RELIABILITY.

the new component, making sure to follow any additional OE guidelines where available. Messina says the most commonly missed step in this process is improperly torqueing the bolts that hold the spring in place. “One real problem is when techs tighten nuts with an impact wrench instead,” he says. “There are torque specs for a reason and they need to be followed.” “We see a lot more failures due to overtightening than under tightening,” adds Botts. “Overtightening stretches the fasteners and they lose their strength.” Any other components found damaged during the inspection should be replaced at the same time. And ideally, in pairs. Both manufacturers and service providers agree when one part is found to be damaged, it is best to replace the corresponding unit on the other side to provide the customer uniform performance when leaving the facility. “It may not be necessary to replace everything, and we wouldn’t recommend that, but we do recommend replacing the opposite side because of load distribution and performance,” Crook says. Only when a customer specifically refuses an additional repair should it not be done, which Botts says unfortunately happens more than he’d like. “We try to encourage guys to replace them all at one time, like they would their tires,” he says. “But in all reality we seldom get them to replace more than one … They just think if another one blows they’ll limp in and get it replaced next.” The last step in the repair process is aligning the entire suspension system to sync up the components so the truck can get back on the road. “That’s when you know you’ve finished the job,” Messina says.

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PERFORMANCE.

COMFORT.

ANYTHING ELSE IS JUST A

PAIN IN

THE BUTT. Firestone air springs give you increased ride comfort, longer life for your truck parts, and fewer worries about inspections and cargo. Not to mention decidedly less pain in the butt.

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21 4/27/16

4:08 P

By Lucas Deal, Editor lucasdeal@randallreilly.com

Sales & Marketing

Mud flap marketing How your customers can help sell your business 22

T R U C K PA R T S & S E R V I C E | M a y 2 0 1 6

pend 15 minutes on a busy highway and youâ&#x20AC;&#x2122;ll see a half dozen of them. Fleet and truck dealers will be well represented. So will used truck lots and modification centers. Seems like everyone is getting into the customized mud flap business. Which begs the question, why havenâ&#x20AC;&#x2122;t you?

Sales & Marketing

Rush Truck Centers attaches customized mud flaps to each truck it sells, and also will add them during select service events unless a customer requests otherwise.

Customized mud flaps offer a low-cost, low-effort and high-reward marketing opportunity. Mud flaps are products customers want, need and use. And thanks to their universal presence on North American roadways, mud flaps with messages can reach customers anywhere at any time. For aftermarket operations hunting for more business, offering customized mud flaps is the perfect grassroots

marketing campaign. Never was that more obvious than during the heyday of CATCO Parts & Service. CATCO spent almost two decades outfitting its customer’s trucks with customized mud flaps and became one of the more well-known Midwestern distributors because of it. The company exited the market four years ago when it was sold, but thanks to its mud

They are an extremely inexpensive way to spread the word on your business. Whether you’re parked outside the jobsite or driving down the road, people will notice. – Steve Hansen, director of corporate accounts at Minimizer

T R U C K PA R T S & S E R V I C E | M a y 2 0 1 6

flaps, recognition of the CATCO brand endures. “I still travel the country a lot, and I think I saw maybe six or seven sets of them during my last road trip,” says former CATCO executive Dave Gerdes. “It’s great that there are still some out there.” Other distributors have since taken up the torch in hopes of gaining similar levels of brand awareness. Dean Dally says he’s starting to see it pay off at Blaine Brothers. Now the second-generation owner of Blaine Brothers, Dally says his father toyed with idea of mud flap marketing many years ago. The older Dally decided against the move at the time, but in recent years Dean decided to go for it. Dally wants Blaine Brothers to be

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Sales & Marketing an eminently recognizable name in its marketplace, and mud flap marketing is helping the company achieve that goal. “We have them for all four of our different companies. I think they’re a good thing,” he says. “Ours are very nice looking and I think they are good at grabbing people’s attention.” Which is exactly the idea. Once they enter circulation, customized mud flaps work like rolling billboards. Customer vehicles become a fleet of trucks out promoting your business. “It’s really no different than a car dealer who puts the [branded] license plate cover on any car he sells,” says Steve Taylor, vice president of medium-duty at Rush Enterprises. “It’s a branding tool puts your name out there.” “They are an extremely inexpensive way to spread the word on your business,” adds Steve Hansen, director of corporate accounts at Minimizer, which produces customized mud flaps. “Whether you’re parked outside the jobsite or driving down the road, people will notice.” For customers within your marketplace, mud flap marketing provides reassurance. It keeps your business in their sights and minds so they remember who to call when something goes wrong. That’s what Blaine Brothers is going for, Dally says. “Just the name recognition for the driver alone” is valuable, he says. “He becomes familiar with us because he’s seen our name time and again. When he’s

looking for service he sees us and knows ‘I’ve seen that name before.’” “I think it worked for [CATCO] because if you knew who we were, and we were constantly putting that logo in front of your face, you knew to call us,” Gerdes says.

Each business in the Blaine Brothers family of companies has its own customized mud flaps. The flaps are given as gifts to customers who reach parts and service sales thresholds as a valueadded perk.

And because they’re seen by everyone, mud flaps also reach potential customers who might not have otherwise known they even desired your services, such as farmers and small business owners. Each new customer is just one internet search away, Hansen says. “With mobile devices, it’s never been easier to simply Google-search a company and start doing business,” he says. Mud flap marketing also works like a customer testimonial. Gerdes says

Just the name recognition for the driver alone is valuable. He becomes familiar with us because he’s seen our name time and again. When he’s looking for search he sees us and knows ‘I’ve seen that name before.’ – Dean Dally, owner at Blaine Brothers

T R U C K PA R T S & S E R V I C E | M a y 2 0 1 6

customers aren’t going to drive around with your business on their truck if they aren’t pleased by your performance. Their acceptance of your brand on their vehicle shows they’re willing to place their trust in your business. “We had a great reputation. Our customers thought we were a good company,” he says. “I don’t think it would have worked as well otherwise.” Including mud flaps in large parts or service purchases also provides customers an excellent value added service. Free hats and jackets are great ways to promote a brand, but a mud flap does the same while also addressing a customer need. A mud flap is a gift customers can use. Taylor says employees at Rush Truck Centers are allowed to giveaway mud flaps to customers when they perceive a need. He says most accept the mud flaps, and appreciate Rush’s assistance. “It’s nice to be able to be able to help them out,” he says. Blaine Brothers does the same thing, and will throw in a free set of mud flaps for customers who spend a set amount in any one purchase, or as part of a promotion. The added products provide a positive coda on what was ideally already a helpful experience for the customer. “Customers like getting stuff for free. Especially stuff they can use,” Dally says. And then there are financial benefits. Mud flap marketing isn’t the cheapest form of promotion, but it’s hardly cost prohibitive. Most mud flap manufacturers charge a one-time fee to create a customized mud flap template, then a nominal fee for each shipment of flaps. Taylor says the per-unit cost for a customized mud flap for Rush Enterprises is one of the company’s most economical marketing commitments. “With the number of trucks we sell, it’s very inexpensive,” he says.

Marketplace

Drive and trailer tires

Remote control for trailer electrical system tester IPA announces a new 12-Button Remote Control is now available with the Super MUTT trailer tester line. IPA says the 12-Function Remote allows complete and comprehensive trailer testing from over 200 ft. away. It allows for manual, automatic or remote testing of all electrical circuitry, air brakes, and access ABS codes. The 12-Button Remote also mirrors the onboard features of the Super MUTT, the company says.

Hankook Tire has released the new DH07 drive position/pickup and delivery tire and TH22 low-platform trailer tire. Hankook says the new DH07 drive position/ pickup and delivery tire is designed for mediumand long-haul service. It is available in three 19.5-in. sizes: 225/70R19.5, 245/70R19.5 and 265/70R19.5. The new Hankook TH22 low-platform trailer tire features a unique chip and cut compound for improved durability, the company says. It is available in 17.5 in. and 22.5-in. sizes: 215/75R17.5, 235/75R17.5, 245/70R17.5 and 255/70R22.5.

New heavy-duty grease Valvoline has released a new grease designed with its breakthrough viscosity delivery system, Valvoline Cobalt Grease with Pressure Activated Technology. Valvoline says Cobalt Grease reduces friction and can handle heat in extreme

commercial vehicle environments. The Pressure Activated Technology allows Valvoline Cobalt Grease to deliver ISO 1000 lubricating fluid, ensuring EP protection and sufficient film thickness on even the heaviest-loaded metal

surfaces, the company says. Valvoline says its Cobalt Grease also contains a lithium sulfonate complex thickening system that provides metal with inherent corrosion protection in harsh environments, even salt water.

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M a y 2 0 1 6 | T R U C K PA R T S & S E R V I C E

Marketplace

Off The Line

Hazardous location LED strip lamp

Spotlighting a new OEM innovation

Larson Electronics introduces the HAL48-33W-LED-1227-20C hazardous location LED strip light. Designed to provide a high-output, Larson says the lamp is a durable lighting solution for applications where Class 1 Division 2 compliance is required. The 4 ft. LED strip light produces 2,416 lumens, operates from 120 to 277 volts AC, and is suitable for a variety of applications. The light is equipped with 20 ft. of chemical and abrasion resistant cord that is fitted with an optional cord cap, the company says.

Volvo debuts new 2017 powertrain options Volvo Trucks North America has introduced its model year 2017 Volvo engines, including enhancements to the Volvo D11 and D13 engines and the launch of the Volvo D13 with turbo compounding. As a result of the improvements, Göran Nyberg, president of Volvo Trucks North America, calls the 2017 power plants “the most fuel-efficient we’ve ever offered in North America,” and adds the company is delivering between 2.2 to 6.5 percent better fuel efficiency with the 2017 engines compared with prior-generation Volvo power. The Volvo D13 with turbo compounding — a technology that recovers wasted exhaust heat and converts it to useable mechanical energy in the form of 50 additional horsepower that is transferred back into the engine — was designed for customers in long-haul applications, the company says.

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M a y 2 0 1 6 | T R U C K PA R T S & S E R V I C E

Marketplace

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

More aftermarket former dealer only parts

Boltless mud flap hangers

Dorman HD Solutions has added more parts to its former dealer only aftermarket parts line. Among the new components are a new signal/parking/side marker lens for Volvo trucks, an EGR valve for Freightliner and Western Star Trucks, a turbocharged speed sensor for Cummins ISX engines, a Direct Fit headlight bezel for Freightliner trucks and Direct Fit fuel tank straps for Kenworth trucks with a 22 in. fuel tank, the company says.

New 4 in. round lamp Grote Industries has expanded its multi-volt lighting solutions with the addition of new 4-in. stop-tail-turn lamps. The lights operate with a range of 9 to 32 volts, allowing for a wider variety of lighting applications, the company says. All voltage upgrades will be contained within the lamps themselves, allowing for no changes to their fit, form, or function, leaving appearance and light intensity unaffected, Grote says. Lamp installation will remain consistent with existing standard connectors and mounting accessories.

Minimizer has expanded its aftermarket presence with the release of Fast Flaps. Minimizer says Fast Flaps secure mud flaps without creating any holes in the flap or sacrificing strength. It takes more than 500 lbs. of pressure to detach a mud flap from the Fast Flaps stainless steel bar, and the result doesn’t damage the flap. And Minimizer says a screwdriver pries the Fast Flaps bar apart, allowing techs or drivers to insert a new mud flap into the gap in seconds.

Air brake tubing S&S Truck Parts/NEWSTAR has introduced a line of nylon/polyamide air brake tubing for truck air brake systems. NEWSTAR’s air brake tubing has been developed for brake system connections that have a fixed relationship between the couplings during operation. Available in all colors and sizes, the tubing conforms to SAE J844 & FMVSS106 requirements for Type A & B tubing. Providing superior resistance and durability in cold weather, NEWSTAR also says its tubing is UV and ozone resistant as well as resistant to attack by gasoline, diesel fuel and chemicals commonly used on roads and in cleaning.

Aftermarket value line being relaunched Haldex says it will relaunch its “value line” Midland aftermarket brand, which will include actuators, air tanks, air coils and air tubes as well as electrical coils, clutch, fittings, glad-hands and

water pumps. In addition, Haldex will now be offering remanufactured products under the Like Nu brand. The range of Like Nu products will cover categories such

T R U C K PA R T S & S E R V I C E | M a y 2 0 1 6

as air compressors, air dryers, clutches, fan clutch, air conditioning compressors, hydraulics, power steering, starters and alternators, water pumps and wiper motors.

Marketplace

New cabin air filter Luber-finer has introduced its Extreme Clean HD Premium Cabin Air Filter. According to Luber-finer, Extreme Clean filters possess the capability to trap airborne particles ranging in size from 5 to 100 microns. The filter also combines Arm & Hammer Baking Soda and carbon in the media, which allows the filter to remove nuisance odors before they reach the cabin,

All-position and severe-duty tires

Luber-finer says. The filter has been designed with application coverage for 16 truck and heavy-duty equipment manufacturers, the company says.

Drop-in engine start replacement Ioxus, Inc., introduces uSTART, a heavyduty drop-in replacement engine starting product that requires no special wiring. Ioxus says its ultracapacitor-based product increases the vehicle bus voltage by greater than 10 percent during crank, reduces cranking time for more than 20 percent and reduces

peak current to the starter by more than 15 percent. The uSTART system is a two-terminal product, eliminating the rewiring required by competitive engine start modules. One of the existing Lead Acid or AGM Group 31 batteries can be replaced by the uSTART via simple drop-in and reconnect terminals, Ioxus says.

Uniroyal has added two new sizes to its recently launched commercial truck tire line. The tires are the Uniroyal RS20, a SmartWay-verified regional all-position tire, now available in a 255/70R22.5 size for regional pick-up and delivery vehicles and trailers, and the Uniroyal HS50, now available in a 425/65R22.5 size for onand off-road dump trucks and concrete mixers. The two new sizes add to the Uniroyal tire portfolio, launched in January 2016, which now consists of six tread designs with 28 total sizes.

CALCULATE YOUR MPT SAVINGS.

CONTINUOUS TIRE INFLATION FOR CONTINUOUS TIRE SAVINGS.

Maximizing your MPT™ – miles per tire – is essential. And Meritor® is the MPT leader. Our Meritor Tire Inflation System (MTIS™) by P.S.I. extends tire life by up to 10 percent. And our ThermALERT™ option adds protection from wheelend overheating. When you total all the benefits, MTIS can pay for itself in under one year. Visit our online MTIS payback calculator at MeritorCYA.com. ©2016 Meritor, Inc.

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M a y 2 0 1 6 | T R U C K PA R T S & S E R V I C E

Marketplace

Regional drive tire Yokohama Tire Corporation says its new SmartWay verified 108R regional all-position/steer tire is now available in the U.S. and Canada. The 108R comes in sizes 295/75R22.5, 285/75R24.5, 11R24.5 and 11R22.5.

Yokohama says the benefits of the 108R include longer service, and a sidewall abrasion guard that reduces damage caused by accidental curbing and scrubbing in urban applications.

Accelerating battery charger Purkeys has developed a 100-amp charger (PAC) that it says quickly and safely charges up to eight batteries in nearly half the time of other chargers. According to Purkeys, the PAC can charge these batteries while they remain in the vehicle. The PAC works by pushing current into a battery pack without compromising the safety of the technician or the vehicle. Also, the user-friendly selection menu monitors the voltage to avoid overcharge. Purkeys says the PAC can safely produce 100 amps of electricity for an extended period of time to charge lead acid or absorbed glass matt (AGM) batteries quickly.

Air disc brake actuators TSE Brakes has introduced its UL-Disc air brake actuators specifically designed for equipment using air disc brakes. TSE says benefits of the UL-Disc actuators include a self-guided pressure plate to assure consistent alignment, and patented bushing assembly that provides center seal that traps lubricant for extended service, reducing center section leaks and brake drag.

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dormanhdsolutions.com

Eaton

roadranger.com

Firestone Industrial Products

firestoneip.com

GenNext

gennexthd.com

Great American Trucking Show

888-349-4287

12 & 13

Management Success!

Contact Info

Minimizer

Page

800-248-3855

PPG Commercial Coatings

ppgcommercialcoatings.com 3

ProMiles

800-324-8588

Radiator Works

877-RAD-WORK

RIGDIG BI

randallreilly.com

S & S Truck Parts, Inc.

800-621-1553

IBC

Shell Lubricants

800-231-6950

8 &9

BITIMEC International

877-637-1900

Direct Equipment Supply Co.

800- 992-1478

FinditParts

888-535-2635

818-500-9631

Meritor, Inc.

meritor.com

IFC

Meritor, Inc.

meritor.com

Meritor, Inc.

meritor.com

Meritor, Inc.

meritor.com

800-934-2727

Midwest Truck Parts

Company

Classifieds

This advertisers’ index is a service to readers. Although every effort is made to maintain accuracy, Truck Parts & Service cannot assume responsibility for errors or omissions.

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