December 2018 NOLN Magazine by ⌘ ⇧ ⌥

N LN DAVE & JOYE GRIFFIN

2018 OPERATOR OF THE YEAR

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2018 Guide TO

Additives AND Cleaners 26

inside this issue Features

2018 OPERATOR OF THE YEAR

This year we are honored to award a couple who has grown their business, taken care of their employees and brought innovations to the quick lube industry. And they’ve done it side by side, for almost 40 years.

2018 GUIDE TO ADDITIVES AND CLEANERS

Our 2018 Guide to Additives and Cleaners will help you identify sales opportunities you might be missing.

AFTER THE WARRANTY EXPIRES, DO CUSTOMERS STILL HAVE TO USE THE OEM RECOMMENDED OIL?

Industry expert Steve Swedberg explores this often-asked question.

HOW DID WE GET TO DEXOS?

What you need to know about GM’s motor oil spec and the future of OEM-specific oil specs.

PROTECTION IN THE PIT

Valvoline has developed new face guards for their lower bay technicians. It’s one of Valvoline’s commitments to safety, but will it catch on in the entire industry?

HOW TO FOIL THE IDENTITY THIEVES

Small business owners are prime targets for these criminals. Here’s some tips to help protect you from becoming their next victim.

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IN EVERY ISSUE

inside this issue

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AROUND THE INDUSTRY TECH SPEC: 2018 JEEP WRANGLER AUTOMOTIVE RECALLS PRODUCTS & SERVICES CLASSIFIED ADVERTISING ADVERTISER INDEX

Viewpoints

FROM THE PUBLISHER Wow. That Was Fast. By Steve Hurt

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TRAIN LIKE YOUR WALLET DEPENDS ON IT Writing the Plan: If You Fail to Plan, You Plan to Fail By Lenny Saucier

AUTOMOTIVE MAINTENANCE Taking a Dim View of Out-of-Stocks By Tim Craig

MAKING IT HAPPEN Anything Worth Doing is Worth Doing Correctly By Kit Sullivan

HEAVY LIFTING The Value of Thorough Interviews By Sean Porcher

Calendar of Events February 6-8, 2019 NOLN Quick Event Nashville, Tennessee 800.796.2577 www.nolnquick.com

February 21-23, 2019 MACS Training Event & Trade Show Anaheim, California 215.631.7020 x0 www.macsw.org

May 13-15, 2019

iFLEX at The Car Wash Show Nashville, Tennessee 800.230.0702 www.aoca.org

N LN DAVE & JOYE GRIFFIN

November 5-7, 2019 AAPEX Las Vegas, Nevada www.aapexshow.com

On the cover: The 2018 NOLN Operator of the Year. Dave and Joye Griﬃn, who operate 56 Jiﬀy Lube locations in the West.

2018 OPERATOR OF THE YEAR

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Join the Conversation /OilLubeNews

@Oil_Lube_News

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LETTER FROM THE PUBLISHER

Wow. That Was Fast.

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Publisher

Steve Hurt

steveh@stevehurt.com

I am not sure if it as because the NOLN crew just returned from the AAPEX/SEMA show where fast cars, fast pace and fast meetings took place that I am still in a fast mindset, but 2018 was fast, to say the least. Maybe it is because our industry experienced so many firsts this year that it has made it feel like we have found a new gear. I think we are moving faster than ever before. Speaking of AAPEX/SEMA, we had a good time at the show. As always, it was good to see many old friends, and we, of course, enjoyed making new friends. We had fun this morning in our “shop meeting” discussing our favorite meetings at the show. It was especially fun to hear of the most unusual new products that ranged from new oil filter tools to a new mouse trap — no, literally, we discovered a new mouse trap! We hope to bring both of these new products to you in an upcoming issue. However, hands-down, our favorite experience at the show was spending time with our 2018 Operator of the Year. Dave and Joye Griffin, and their whole family, have set an amazing example for the entire industry to follow. Check out the article on page 16 to get a glimpse of this amazing couple who has achieved amazing things together. When I consider the success the Griffin’s have achieved, what they have done for our industry has been phenomenal. In my opinion, the most amazing accomplishment is that they have done all this as a couple, and in the process, they have raised three outstanding sons who will be more than ready, when the time comes, to take over the reins. When I say “reins,” it is with pun-intended because (as if they were not busy enough) one of Dave’s hobbies is bringing out the draft horses and hooking up the plows to work on the farm. Dave and Joye, what a pleasure it was to spend some time together in Vegas! As always, we have more. Last year, after some reader feedback, we decided to move the annual Additives Guide to the December issue. We hope this is helpful as you start your end-of-year analysis of what sold best, what needs to be better promoted and what new products need to be brought in. Based on the NOLN Operator Survey, we all know that additives are a leading profit generator and a must-have to give our customers the service they demand of us, with proven products that will keep our customers’ vehicles performing at peak levels. We hope this guide will be helpful as you consider your product line-up for 2019. 

Chief Operating Ofﬁcer

Ragan Holt

ragan.holt@noln.net Senior Director, Creative Team

Tammy Neal

tammy.neal@noln.net Senior Director, Business Operations

Sheila Beam

sheila.beam@noln.net Circulation

Nikki Held

nikki.held@noln.net Advertising Sales & Marketing

Brian Ashley

brian.ashley@noln.net

CONTRIBUTING WRITERS



Jim Baumer William Lynott Peter Suciu Steve Swedberg GRAPHIC DESIGN



JimNissen.Design

WEBSITE DEVELOPER



Tiffany Fowler

PUBLISHER Published twelve times a year (along with an additional Buyers Guide) by NOLN 2721 81st St., Lubbock, TX 79423. Postage Paid at Shepherdsville, KY. Postmaster: Send address changes to NOLN, 2721 81st St., Lubbock, TX 79423. Editorial Information: info@noln.net. Annual subscription rate to U.S. destinations is $39. Subscriptions to Canada and Mexico are $70. All other foreign destinations are $130 for postage. Prepayment is required on all foreign orders, paid in U.S. funds. ©Copyright NOLN 2018. Reproduction is allowed only with permission of publisher. Views expressed by columnists and guest writers do not imply NOLN endorsement. Every attempt is made to provide accurate and reliable information described or offered herein, nor can NOLN verify accuracy of advertising claims made herein. The purpose of NOLN is to open an active line of communication between lube shop owners and managers and to provide a link between lube shops, manufacturers and suppliers throughout the country. Authors — We welcome editorial proposals and submissions. Contact Tammy Neal for more information. Advertisers — Advertising rates are available upon request. Please contact Brian Ashley for display advertising deadlines, Internet advertising and other information.Contact Nikki Held for classified advertising information.

December 2018 Volume 33 Number 12 ISSN 1071-1260 All correspondence and inquiries should be directed to our business offices: 2721 81st St. Lubbock, TX 79423 Phone: 800.796.2577 or 806.762.4464

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AROUND THE INDUSTRY Virginia Shop Gives Free Oil Changes to Breast Cancer Survivors For the second year in a row, Shenandoah Automotive gave away free oil changes in honor of breast cancer awareness month. “My wife and I had a friend two years ago that got breast cancer, and just seeing what she went through, we decided to start with it last year,” Steven Faught, owner of Shenandoah Automotive in Harrisonburg, Virginia, told WHSV. “It’s not that an oil change is a big thing; it’s just something they don’t have to worry about anymore. And it’s just a small way we can give back to the community.” This year, Shenandoah Automotive took it up a notch. They made t-shirts and included wiper blades, air filters and cabin filters as part of the giveaway. Last year 13 people came for a free oil change, WHSV reported, and as of the middle of October, they’d already helped about 20 people. “It means a lot just to know that people care,” Anne Simmons, a breast cancer survivor who took advantage of the promotion, told WHSV. “It’s amazing and wonderful, and I think it’s terrific that he does it every year.” Shenandoah’s technicians enjoy the event as well. “It feels great that we’re actually helping people out, survivors and people that are going through what they’re going through right now,” technician Edgar Quezada told WHSV. Car Care Council Creates “Your Vehicle’s Warranty” Video A new video produced by the Car Care Council in conjunction with AutoNetTV (ANTV) Media focuses on consumers’ rights to have their vehicles serviced at any automotive service and repair business they choose without affecting the warranty. “It’s a common misconception that only car dealers can perform the routine maintenance and repairs on a newer vehicle that is under warranty,” said Rich White, executive director, Car Care Council. “This new video outlines the truth about vehicle warranties and assures consumers that they can have routine repairs performed 10

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by their local independent repair shop or do the work themselves without affecting the warranty.” The video explains that it is the law that independent repair shops can provide services to maintain new car warranties and that consumers are protected by the Magnuson-Moss Warranty Act, enforced by the Federal Trade Commission, which prohibits a manufacturer from voiding the vehicle warranty because service was performed by a non-dealer. The new “Your Warranty Explained” video can be viewed on the Car Care Council’s YouTube channel — at https://www. youtube.com/watch?v=qOEPUtebyE8 — and is available in the ANTV digital management system for use by repair shops to share with their customers. Midas Launches Project Spark In an effort to make life a touch better for many, Midas recently announced the launch of Project Spark, a national initiative to help families, veterans and first responders get back on the road. Through Project Spark, Midas will provide repairs, including parts and labor, for vehicles donated through 1-800-Charity Cars. This nationwide initiative will help more than 1,000 people in Midas communities across the country. “Project Spark was created to honor Midas’ heritage of being a good neighbor and to always be a touch better,” said Bri-

an LePorin, vice president of Marketing at Midas. “By providing necessary repairs, such as a set of new tires, an inspection or an oil change on donated vehicles, Project Spark lets Midas help others by doing what it does best: fix cars.” Transportation can be a significant barrier to gaining and maintaining employment. In fact, more than 10 million American households do not have a car and 45 percent lack access to public transit, making them less likely to find and keep jobs. “In the end, we believe this program can be the key to removing barriers and getting folks back on the road,” LePorin said. Project Spark launched first at the Midas located at 64 W Germantown Pike in Philadelphia. “I am honored to represent locally owned and operated Midas owners for the launch of Project Spark,” said Brian Beers, Midas Germantown Pike store owner. “Repairing these vehicles and handing over the keys to those in need gave me and my team a tremendous sense of pride and hope for this initiative and the impact it may have on the lives of the recipients.” Vehicles were donated to people including: Jasmine W.: Jasmine is a single mother of four beautiful, young children. She gets up at 5 a.m. to get three kids ready for school and works two jobs. She spends 4-5 hours taking three buses a day and stretches to make ends meet. She wants to provide a better life for her kids. Jasmine received a 2011 Ford Escape along with new car/booster seats. Dorsey S.: Dorsey is a husband and father of two teenagers who are actively involved at school. After losing his job a few years ago, the family got behind on bills and be-

Midas’ Project Spark helps families, veterans and first responders get back on the road.

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came homeless. To make matters worse, their car broke down and was too costly to repair, leaving the family dependent on friends, family and public transportation. Throughout it all, Dorsey and his family stuck together. Today, Dorsey has a job and is building a future with his family. Dorsey received a 2008 Buick Lucerne with plenty of trunk space for his kids’ sports equipment. Tim S.: Tim is a Marine Corps veteran whose brother was killed in the line of duty as a state trooper. For the past 14 years, he has

selflessly dedicated his time to bring awareness and fund raise for families of fallen officers. Tim and his family lost everything in a house fire and are trying to get back on their feet. Tim received a repaired 2007 Honda Accord along with new car seats. Project Spark will surprise working families, veterans and first responders in additional markets including Detroit, Minneapolis and Greenwich throughout 2019. Individuals who would like to help or learn more about Project Spark can visit: midas. com/projectspark

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SUV Smashes Into Building, Clips Tech An employee suffered minor injuries when a customer’s car at Prompto in Auburn, Maine, struck the worker before crashing into a wall, causing structural damage, the “Press Herald” reported. Marc Bureau, manager of Prompto told Press Herald the driver of the Mitsubishi SUV had entered the center bay and was told to stop when his foot apparently slipped off the brake pedal onto the gas. The vehicle leaped forward, smashing into the left side of the opening for the garage bay door exit, the newspaper reported.

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Glockner Oil Co 1-800-289-2979 Grainger www.grainger.com Heathwood Oil Co 1-800-255-0287 Inland Wholesale 1-800-446-5263 International Filters 1-800-872-2333 John R Young Co 1-800-481-3889 Keller Heartt Oil 1-800-423-7513

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Chevron Contributes for Hurricane Relief Chevron USA Inc. recently announced a contribution of $500,000 from the Chevron Global Community Fund to assist with efforts to recover from the damage done by Hurricane Michael. “Hurricane Michael has taken a devastating toll,” said Dale Walsh, president of Chevron Americas Products. “The communities will come back

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stronger than ever, but in the meantime, there are families who are struggling. We are making this donation to help get these families the immediate assistance they need as they put their lives back together.” The $500,000 donation will be evenly split between the American Red Cross and Volunteer Florida, Florida’s lead agency for volunteers and donations before, during and after disasters. Chevron will also match any qualifying donations made to the relief efforts by its employees and retirees. Grease Monkey Announces CRM Contest Winners Grease Monkey International, part of the FullSpeed Automotive family of brands, recently announced the winners of its first ever CRM Creative Challenge contest. The goal of the contest was to inspire inhouse and vendor partner creative teams to develop more compelling customer relationship marketing communications for Grease Monkey’s repeat customers. All the participating teams were briefed on new customer insights gained from previous research and directed to use standard promotional offers so that the creative message and design would be the only difference noticeable by the judges.

Artwork submissions were evaluated by Grease Monkey’s online Customer Advisory Panel managed by Research Results, Inc. The Customer Advisory Panel, made up of new and repeat Grease Monkey customers, judged artwork consisting of existing and new campaigns for both the direct mail and email channels. Each submission was judged for overall appeal and inspiring interest in visiting Grease Monkey again for their next service. The overall winner, Bullseye Marketing, decisively won three out of the four categories with two new submissions. The third win came from an existing campaign, which beat out the new submissions. The winning entries capitalized on three areas: personalization, attention-getting graphics and simple/straightforward layouts. 14

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Long-time partner Classicplus, parent brand of Throttle, won the important fourth category, which represents a new type of communication designed to stay connected and relevant to customers between their service intervals visits. This contest not only demonstrates Grease Monkey’s laser-like focus on the customer, but also recognizes the tremendous value of collaborative efforts with its vendor partners Throttle and Bullseye Marketing. New Lubricant Partner for Honda Performance Development Champions Racing Program Phillips 66 Lubricants and Honda Performance Development (HPD) announce a new sponsorship supporting Honda’s commercial racing activities, including the F3 and F4 open wheel programs and the opportunity to participate in the development of future customer racing engine programs. The sponsorship includes supporting driver development programs to reward top drivers in multiple racing series with awards to help them pursue their racing dreams. As the Official Lubricant Sponsor of HPD’s Commercial Motorsports Champions program, Phillips 66 Lubricants will collaborate with HPD to develop and recommend lubricants that provide superior performance in demanding racing applications in its commercial motorsports products. “As Honda Performance Development continues to develop high-performance

engines for grassroots motorsports racing, we sought a lubricants partner with similar priorities that reflect our commitment to cost-effective, reliable racing products as we seek to increase accessibility and opportunities to more racing enthusiasts,” said Honda Performance Development president Art St. Cyr. “This sponsorship with Phillips 66 Lubricants will allow us to expand opportunities for racers to stay with Honda as they progress through their path toward the higher levels of motorsport.” “Phillips 66 Lubricants has been formulating high-quality motorsport lubricants for 88 years and has a proven track record in research and development of new lubricants to meet the evolving and unique demands of modern engines,” said Dirk Macfarlane, Phillips 66 manager, Finished Lubricants. “Honda’s excellent reputation for durable engines and high-performance make them an excellent collaborator for our lubricants.” HPD’s Commercial Motorsports group is responsible for selling and supporting engines that further the dreams of aspiring racers in vehicles from kid-friendly Quarter Midgets to the potent open-wheel F4 and F3 driver development series. The sponsorship runs through 2020 and extends the preferred lubricants supplier relationship between Phillips 66 Lubricants and American Honda Motor Co., providing lubricants for service of Honda engines. 

Phillips 66 is now the official technology partner and official lubricant partner of the Honda Performance Development racing program, supporting teams such as Hart.

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2018 NOLN

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2018 A Very Operator Family Affair of the Dave and Year: Joye Griffin By Peter Suciu

Dave and Joye Griffin (middle left and center) run their quick lube operation with their three sons, John (far left), DJ (middle right) and Jeff (far right).

n this industry, it isn’t uncommon for children to follow in their parents’ footsteps, and it also isn’t uncommon for those children to believe their parents have run the family business better than just about anyone else. In the case of Jeff Griffin, CEO of Griffin’s Golden Glow and Lincoln Distributing, his testament to his parents really highlights just what special people Dave and Joye Griffin are and why they are so very worthy of the prestigious 2018 NOLN Operator of the Year award. “Their story, how it all began, their success in the automotive industry and what they are doing to continue to innovate and grow

our business, speaks alone to their achievements,” Jeff told NOLN in his nomination letter. “I feel like the most important aspect to what my parents have built comes in the form of the team they have built,” he added. “As a husband and wife, they have worked side by side for almost 40 years. My two brothers and I all chose to work together with them in our family business. Not only have we worked together as a family since the family business began in 1979, but along the way, we have also hired and found some of the industry’s best and most dedicated employees who have worked with our family and as an extension of our family. Many

“I feel like the most important aspect to what my parents have built comes in the form of the team they have built. As a husband and wife, they have worked side by side for almost 40 years.” -Jeff Griffin December 2018

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have worked with us for decades, growing with us and helping us build what our company is today.” Dave and Joye Griffin have built up quite the family business. That “family” now includes more than 500 employees across multiple businesses: 56 Jiffy Lube locations (with two more under construction), two detailing centers, three carwashes, a collision center and one Mighty Auto Parts franchise. Family is where Dave and Joye are truly rich. It is just one reason, among so many, why the Griffins stand out as this year’s Operator of the Year.

Oil and Water Do Mix

“I came from water, washing cars, and Joye came from oil; so, we’re proof that oil and water can mix.” -Dave Griffin

Joye, with DJ in her arms, and Dave, with Jeff in his arms, at the original Griffin’s Golden Glow Center in Ogden, Utah, circa 1983.

Car care runs deep in the Griffin’s blood. (Pictured from l. to r.) Alton Griffin (Dave’s dad), Dave Griffin, Spencer Griffin and Steve Griffin (Dave’s brothers).

Dave and Joye, who have been married for 39 years, will be the first to admit that neither grew up with silver spoons in their mouths. Instead, both probably had dirt under their nails from working in the world of automotive service. Each of their families ran small businesses — something that instilled a serious work ethic in them, which they passed on to their children. “My grandpa had a full-service gas station in Clarkston, Utah,” Joye said. “As a little girl, I started out cleaning windows, but soon after, I was pumping gas at the station.” For Dave, who grew up on a small farm not too far away from the woman he would one day marry, his journey began on the detailing side of automotive service. “My dad leaned into washing cars and doing detailing, and I was working there as a teen,” Dave, who has always had a love for vehicles, told NOLN. “In that way, I came from water, washing cars, and Joye came from oil; so, we’re proof that oil and water can mix.” Today, in Joye’s office there is a painting of her grandfather’s gas station, while in Dave’s office hangs a photograph of the carwash. Those images serve as reminders of their humble beginnings, but also highlight how far they’ve each come in the automotive service world. This mix of oil and water began in 1979, when both Dave and Joye were attending Utah State University. They started a detailing service at a local dealership after hours. After their homework was done, together they would wash and detail cars. This part-time business eventually led them to open Griffin’s Golden Glow

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•

FULL PAGE AD p. 19

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Grand opening of the carwash in 1999. (Pictured l. to r.) Jeff Griffin, John Griffin, Utah Jazz Bear, Dave Griffin and Joye Griffin.

“Our culture from generation to generation is simply about the love of work.” -Dave Griffin

Ribbon cutting at the grand opening of the carwash in 1999.

“As a long-time Jiffy Lube franchisee, they have been instrumental in the evolution of our trusted Jiffy Lube brand.” - Denny Reiner, director of Marketing for Jiffy Lube International, Inc.

Center in Ogden, Utah. The detail center shared a parking lot with a new-concept business that was located on 36th and Lincoln Avenue in Ogden. This new business, called a fast lube, was just the beginning. The concept intrigued Dave and Joye. Little did they know, one day that exact business would be theirs, and they would play a small part in Jiffy Lube’s history. Dave and Joye continued to grow their detail business. In 1999, they built their first carwash and wanted to have a fast lube be a part of it. Dave and Joye incorporated a Q Lube into their carwash — but only for one month. After the Pennzoil and Quaker State merger (which was happening as the Griffins were opening their first carwash and quick lube), their Q Lube was converted into a Jiffy Lube — and also within the first 60 days of the Pennzoil conversion, they acquired 11 more Jiffy Lube shops in the three northern counties of Utah. In 2008, as the US fell into the Great Recession, Griffin Fast Lube began to grow, taking over distressed markets within 20

Jiffy Lube. In 2008, Dave and Joye were operating 12 stores in Northern Utah, doing just under $5 million a year in revenue. Over the course of 18 months, they acquired 15 stores in Reno, Nevada, and 25 stores in Colorado, nearing $30 million a year in revenue. The Denver market for Jiffy Lube had been a carousel of ownership and had struggled for more than a decade. Since those acquisitions, Dave and Joye have continued to grow the Jiffy Lube brand through new store builds, relocating old stores and more acquisitions. Denver has turned into one of Jiffy Lube’s largest growing markets. With 15 stores in the Denver metro area doing just over $12 million in annual revenue, these stores have more than doubled their annual sales in the 10 years the Griffins have operated them. Also, many Denver stores have almost doubled in car counts. “As a long-time Jiffy Lube franchisee, they have been instrumental in the evolution of our trusted Jiffy Lube brand,” said Denny Reiner, director of marketing for Jiffy Lube International, Inc. “They

Each year the Griffin clan takes time to travel to every single shop, so at least one of them can meet with each and every employee, giving them a Christmas turkey and thanking them for a job well done.

have been at the forefront in testing services and programs over the years, as well as sharing best practices with Jiffy Lube franchisees across the network.”

Vertical Integration: Caring for Cars, Beyond Oil Changes

Over the years there have been many factors that have led to the Griffins’ success — taking care of their employees, serving their customers and making smart business decisions. One of the smart business decisions Dave and Joye have made has been to vertically integrate their car care business. This allows them to serve their customers in all of their car care needs — from maintenance to wash and detail to collision repair. Griffin’s Golden Glow — their original business venture — operates two detail centers and one carwash in Utah, as well as two carwashes in Colorado. In 2012, they also opened a 35,000 square-foot body collision center in Bountiful, Utah. The collision center takes care of anything from small scratches and dents to full ve-

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From the Fellow Zees

“Besides running their business, the Griffins dedicate tremendous amounts of time and resources helping their fellow Jiffy Lube franchisees.” -Mike Biddle, President, Jiffy Lube Association of Franchisees hicle restorations. It is one of the largest body shops in Northern Utah. In 2018, Dave and Joye expanded their automotive footprint by adding a Mighty Auto Parts franchise in Colorado Springs, Colorado. This vertical integration has proven to be a great addition to their growing fast lube business. Their 25,000 square-foot warehouse opened a few months ago in Colorado Springs, and they are in the process of adding their own Jiffy Lubes to the already existing Mighty customer base. “There is no doubt about it; Dave and Joye have a history of success,” said Ken Voelker, president and CEO of Mighty Distributing Systems of America. “They started detailing cars when they were in college and used an uncanny entrepreneurial spirit to build their organization. They are certainly hard working, suit up, show up and get the job done kind of people” For the Griffins, the ability to support their shops with an auto parts supplier is a true win-win and shows real forward thinking.

Dave and Joye Griffin have been more than just successful Jiffy Lube franchisees since they joined the system in 1999; they have been brand ambassadors, innovators and industry leaders. Dave, Joye and their sons are known for running great customerfocused operations and treating their employees as extended family members. In doing so, their success has allowed them to grow to a chain of over 55 service centers, across three states, in under 20 years. Besides running their business, the Griffins dedicate tremendous amounts of time and resources helping their fellow Jiffy Lube franchisees. They have been involved with various Jiffy Lube Association of Franchisees (JLAF) committees, including our Marketing Commit- DJ, Joye, Dave, Jeff and John Griffin tee and the Customer Experience Committee. with Patrick Southwick, president of Jiffy Lube International (middle right), Dave has also served on our organization’s at the 2018 SEMA Show. Board of Directors and Executive Committee for multiple years. The Griffins have gladly shared their experiences with our peers across the network and provided a sounding board for franchisees who have new ideas on how to make their businesses better. Besides being known for their solid operational acumen, the Griffins may be best known in the Jiffy Lube system as tremendous innovators. They have worked hard to use technology to better serve their customers and make their stores more efficient. They have a unique cloud-based communication system that allows them to communicate consistent messages to their district managers and store managers, across three states. They have also utilized a remarkable security camera system to help reinforce their consistent customer-focused values. The Griffins may be most notable Dave and Joye on the for their use of technology to enhance their business by Red Carpet at the Mitt developing a digital inspection system using an iPad. This Romney Fight Night fundraiser. system, Cherry Inspect, allows their employees to quickly capture the results of a vehicle inspection, with pictures, and easily and professionally communicate those results to their customers. Dave and Joye Griffin are leaders not just in the Jiffy Lube system, but in the quick lube industry. They, along with their family, have made our business better by always asking themselves, “how can we better serve our guests and better support our family of team members” and then Earlier this year, Dave and Joye were recognized at the Multi being open to share their practices with other Jiffy Lube Unit Franchisee Convention, franchisees. I cannot think of another operator that is presented by franchising. more deserving of being named the NOLN Operator of the com, with the prestigious MVP Year. Congratulations to Dave, Joye and the entire Griffin Single Brand award for growth within Jiffy Lube. family! You have earned it! Mike Biddle President, Jiffy Lube Association of Franchisees December 2018

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The Family Business Jagger Kiersch, the son of Griffin Fast Lube’s VP of Operations, was diagnosed with “bubble boy” syndrome as a newborn. Dave and Joye worked with their insurance, donated private funds and provided support for his parents while Jagger went through the fight of his life. Eventually, Jagger came home fully healed (pictured left). Now he is a happy, healthy little boy.

“By servicing our own shops, it allows for better inventory management, and that has become vital for our business success,” Joye said. “I like to say, we have the best partners in our back pocket, as Mighty offers some of the best auto parts products in the nation, and we have Pennzoil and Shell products as well,” Dave said. “That helps us succeed above the rest. We can provide our customers with all their needs and offer top-line products.” Dave and Joye have also been influencers in the automotive industry for advancing technology and marketing to millennials. They were the first Jiffy Lube franchisee to have all of their stores adopt digital inspections by creating the Cherry Inspect app.

This digital inspection app is the most used platform within the Jiffy Lube system, with almost 500 Jiffy Lubes using the app to perform and share digital inspections with their customers. The Cherry Inspect app is used by many others in the automotive industry, including Grease Monkey, Big O Tires, Midas, TBC, Uber, Chevron Lube, Havoline xpress lube, Precision Tune Auto Care, Castrol Premium Express Lube, Goodyear and other national and local brands and shops. Cherry has partnered with large pointof-sale partners with 10,000-plus tire customers, and Cherry has also found great partnerships with other automotive tech companies, like Carfax, Hunter Engineering, Bartec Tread and TPMS and B2Q battery testers. Griffin Fast Lube has been innovators in the industry, finding better ways to market to millennials, hire and train employees and grow their business. NOLN is not the first organization to take notice of the Griffin’s success. The duo was honored as Jiffy Lube’s Operator of the Year in 2008 and again in 2013. They also received Jiffy Lube’s Fleet Growth Award in 2009 and were Jiffy Lube’s Franchisee of the Year in 2010. Earlier this year, they were recognized at the Multi Unit Franchisee Convention, presented by franchising.com, with the prestigious MVP Single Brand award for growth within Jiffy Lube.

Dave and Joye were the first Jiffy Lube franchisee to have all of their stores adopt digital inspections by creating the Cherry Inspect app. 22

Dave and Joye have built a successful multi-faceted business and provided a solid future for their three sons and 10 grandchildren. It is a true testament of success when your children eagerly follow in your footsteps. Eldest son, DJ, serves as CEO at the Griffin Fast Lube family of companies, where he focuses on running the family’s Jiffy Lube service centers. Middle son, Jeff, is CEO of Lincoln Distributing and Griffin’s Golden Glow; he manages all of the aspects of the Mighty franchise and oversees future development and acquisitions for Griffin’s Golden Glow. Youngest son, John, is CEO at Cherry, helping shops elevate their digital inspections and market to millennials. “Our culture from generation to generation is simply about the love of work,” Dave said. “We didn’t start out with a family business in mind,” Joye added. “Our sons worked with us when they were younger, but once they graduated from college, we didn’t want them to feel they had to go into the family business. They chose to come into it.” All three sons said that while a world of opportunities was open to them, the ability to work with family in a business they all loved was really the best opportunity. If there is any downside to it, it’s that work often dominates the conversation at the dinner table. “We spend a lot of time talking about work,” DJ said. “It helps when we’re there with the kids, but we do try to do things together that are separate from work. It would be a lie to say that work pops up in conversation only infrequently.” For this close-knit clan, it could be said that the family that works together really does stay together. “We all had our coming of age moments when we thought ‘I don’t know if this is for me,’” said John, who started helping at the shop when he was about 12 years old. “Ultimately, we all saw that this is so much more than changing oil. This business has given us so many opportunities — not just to my brothers and me — but to all the technicians who start out just trying to make an honest living doing a hard day’s work.” The brothers watched their parents take risks along the way, but as they grew older their parents’ vision became more clear.

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The Magic of Mom

“There have been those times when you question the judgment of taking on so much more,” DJ admitted. “But my parents have shown that with their work ethic anything was possible. It shaped who we are today.”

Connection to the Employees and Customers

Photo credit: Megan Hauze

This extremely close family bond isn’t limited to those with the last name Griffin. Joye NOLN-AugustIssue2018.pdf 1 7/11/18 4:10 explained that it is vital to maintain a close relationship throughout the company — even with more than 500 employees that they consider family. “It is a culture in our organization,” she told NOLN. “We may not know everyone personally, but between our sons and the management, we make sure everyone’s voice counts.” Each year the Griffin clan takes time to travel to every single shop, so at least one of them can meet with each and every employee, giving them a Christmas turkey and thanking them for a job well done. It isn’t hard to see why many of the Griffins’ employees have made it a career, not just another job.

t’s not often that we get to spend time with the NOLN Operator of the Year before they are officially announced in the December issue of NOLN. However, this year was an exception. Dave, Joye, DJ, Jeff and John attended the SEMA show in Las Vegas, so the NOLN team jumped at the opportunity to congratulate them in person. I had a great chat with Dave. One of his quotes is still cemented in my mind: “Do you know what the magic is that holds us all together? It’s Joye. We have worked side by side every day, for almost 40 years, and then we go home and spend every night together. She is not only a wonderful mom and grandmother, but she is also a leader in our church and heads up all of our charity work. I don’t know how she does it. The boys working with us is great, but Joye — she is the magic that makes this all work.” Here’s a shoutout to hardworking moms everywhere. I hope we can all be inspired by Joye, as we try to keep it all together, both at work and at home, and spread a little magic everywhere we go. Thank you Joye. You are an inspiration to all of us moms out there! Tammy Neal Editor, NOLN

December 2018

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(Above left) “Bubble boy” Jagger Kiersch with his dad, Jeff, who is Griffin Fast Lube’s VP of Operations. (Above right) Three-and-a-half-month-old Jagger gets a kiss from his mom, Mandee, as nurses prepare an immunity-boosting infusion for him. (Above center) The Griffin Fast Lube crew welcomes home Jeff, Mandee and Jagger.

“Beyond our sons, we have men and women who have been with us for 10, 15 and 20 years,” Dave said. “We have employees who started as service techs, worked their way to leadership roles and have been with us 20 years. I’m proud to say some of these people aren’t even 40 years old yet and have full careers ahead of them.” This familial bond also extends to many long-time customers, as well. “We do have a relationship with our customers, and year after year we’ve built a trusted alliance with them,” Dave said. “We often tell our customers, ‘before you sell your car, let us take out the scuffs, clean the dirt and grime and give it a good service. Then, you decide if you really need a new car.’”

Connecting With the Community

Through their businesses, the Griffins also have built up a close connection to the community. As business leaders, they explained it is vital today that companies such as theirs do as much as they can to help those in need. “We do what we can for veterans,” said Dave, who told how his father was a World War II paratrooper in the 11th Airborne. “We provide a free oil change on Veterans Day to those who are current military, as well as those who served our country. It is something I know my dad would have liked.” They are all members of the Church of Jesus Christ of Latter-day Saints and volunteer in many aspects of their church. And, they have also focused many of their volunteer efforts on children. “We’ve been involved with Make-AWish Utah to help children with life

threatening illnesses, and we’ve also been long supporters of the Boomer Esiason Foundation (which helps to raise money, awareness and support for the cystic fibrosis community),” Joye said. Joye served on the board of Make-AWish Utah for six years and served one year as Board Chair. She helped Make-AWish Utah grow and grant countless wishes to children who have battled through horrible illnesses and disease. Recently, Griffin’s Golden Glow provided a classic car restoration to grant the wish of a teenager who had dreams of owning a muscle car. Some of the most amazing charitable work the Griffins have been involved with helped a family in their own organization. Jeff Kiersch — currently the VP of Operations for Griffin Fast Lube — and his wife Mandee welcomed a baby boy, Jagger, into the world in 2012. Jagger is a unique child. As a newborn, Jagger was diagnosed

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“There is no doubt about it; Dave and Joye have a history of success. They started detailing cars when they were in college and used an uncanny entrepreneurial spirit to build their organization. They are certainly hard working, suit up, show up and get the job done kind of people.” -Ken Voelker, president and CEO of Mighty Distributing Systems of America

with the genetic ailment of SCID — better known as “bubble boy” syndrome. After two failed stem cell transplants, Jagger was later diagnosed with Complete DiGeorge Syndrome, which has the same hallmarks as SCID and the same dangers. The disease is almost uniformly fatal within the first 24 months if left untreated. The remarkable thing is, two years before Jagger’s birth, Dave and Joye asked Jeff and Mandee to move to Colorado to operate their Colorado locations. Colorado started the newborn screening that caught Jagger’s rare disease the month he was born. If the Kiersch family would have stayed in Nevada, Jagger may have had a different story. Dave and Joye rallied around the Kiersch family to help save their little boy. They worked with their insurance, donated private funds and provided support for Jeff, Mandee and Jagger. They even allowed Jeff to be with his family in North Carolina while Jagger received treatments at Duke University Hospital for six months. During that time, Jagger received an experimental thymus transplant that, in the end, gave him a functioning immune system. Eventually, Jagger returned home, where he continued to thrive and is now able to do most things a typical child can do. It was truly a miracle.

“It took almost four years to keep him alive, and now to see him as a normal, happy, healthy boy is a huge blessing,” Jeff Griffin said. The continued support from Dave and Joye allowed the Kiersch family to devote time and energy to focus on Jagger while this miracle happened. “We do not know what we would have done without the support of Dave and Joye,” Jeff and Mandee said. “It is truly a blessing to be part of their family.”

Life Beyond Work

Although they are involved in many different aspects of the automotive industry, the Griffin family does find time to take a break once in a while. Living in the Rocky

Mountains, it shouldn’t be surprising this family loves to be outdoors. “We do fit in some fun things in our lives. Our youngest grandchildren will start to (snow) ski this year,” Joye said. “That’s what we do in the winter. In the summer, we’re out on the lake on the boat.” When not on the slopes or on the boat, chances are that Dave is on his horse on the family farm, where his children and grandchildren enjoy riding ATVs. Actually, over the years, trying to unwind might have been one of the biggest challenges for Dave. “It might sound clichéd, but I didn’t know how to play when I married Joye. And it took her a couple of decades until she taught me how to unwind and enjoy the journey,” he said. What a journey it has been. This allAmerican family has a hardcore work ethic and has enjoyed the success that has come with it. “Our sons have been a huge part of this and we couldn’t have done it without them,” said Joye, ever the proud mom. “We joke the boys were raised with shovels not silver spoons, but they’ve earned what they have and we are proud that we’ve remained so close in the process.” It is truly an honor to recognize Dave, Joye and the whole Griffin family as the 2018 NOLN Operator of the Year. 

The Griffins have vertically integrated their supply chain by adding a Mighty Distributing System franchise. The Griffins and Mighty team came together at the 2018 SEMA Show. (Pictured from l. to r.): Gary Vann, Sr. VP Sales & Marketing, Mighty; Ken Voelker, president and CEO, Mighty; David McCabe, Director, Franchise Sales & Development, Mighty; Dave Griffin; Joye Griffin; Jeff Griffin; DJ Griffin; John Griffin; Tim Bowlick, Chemical Sales & Training Manager, Mighty; Josh D’Agostino, executive vice president Sales and Business Development, Mighty. December 2018

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2018 Guide TO

Additives AND Cleaners W

hat fast lube operator hasnâ&#x20AC;&#x2122;t realized that one of the paths to success and profitability lies in the skillful presentation and marketing of chemical additives and cleaners? With myriad products on the market offering to perform functions ranging from cleaning fuel injector systems to modifying automatic transmission fluid to getting rid of air conditioner odor, chemical additives and cleaners can be a valuable source of extra revenue to savvy lube operators.

This is why we present this guide to additives and cleaners, a resource you can use to identify sales opportunities you might not be taking advantage of. We hope this resource will lead to more sales and a fatter bottom line for operators everywhere. We would like to thank Smart Blend for sponsoring the guide. For a more complete list of this yearâ&#x20AC;&#x2122;s additives guide, visit: www.noln.net In the charts that follow, A = Additive, C = Cleaner

Bluelake Enterprises, Inc. 613.848.7697 www.biocleans.ca PRODUCT NAME

CATEGORY

Biocleans D-Syl

A/C

This in-tank treatment cleans-up deposits to improve fuel economy and reduce emissions in all diesel engines. Preventative maintenance for the diesel fuel system.

Biocleans Gas

A/C

This in-tank treatment cleans-up deposits to improve fuel economy and reduce emissions in all gasoline engines including two- and four-cycle. Preventative maintenance for the gasoline fuel system.

Biocleans Gas Rapid PCV

PURPOSE/DESCRIPTION

This fuel system cleaner cleans-up internal carbon deposits, especially GDI valve deposits, in less than 15 minutes. New chemistry.

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www.techronclean.com PRODUCT NAME

CATEGORY

PURPOSE/DESCRIPTION

Techron Complete Fuel System Cleaner

Restores lost power, performance and fuel economy in gasoline cars, trucks, motorcycles, boats, ATVs and small engines. Use every 3,000 miles or every oil change.

Techron Diesel Fuel System Cleaner

One-tank cleanup solution for diesel fuel injectors. Restores power, boosts cetane and maximizes fuel economy.

Techron Fuel Injector Cleaner

Restores clogged fuel injectors to like-new cleanliness. Safe to use every 1,000 miles or as needed to keep fuel injectors clean.

Extreme Polymers 346.229.4872 www.extremepolymers.com PRODUCT NAME

CATEGORY

PURPOSE/DESCRIPTION

EXPone Automatic Transmission Treatment

Utilizes Cermillon, a flouro-ceramic polymer; designed to treat the gears, valves and the valve body of the transmission.

EXPone Engine Treatment

Utilizes Cermillon, a flouro-ceramic polymer; designed to increase performance and efficiency and to reduce maintenance and fuel costs.

EXPone Gearbox Treatment

Utilizes Cermillon, a flouro-ceramic polymer; designed to offer lubrication and wear protection of gearboxes, differentials and manual transmissions.

EXPone Heavy Duty

Utilizes Cermillon, a flouro-ceramic polymer; with TBN Booster; is designed for larger systems (including diesels) under extreme conditions.

EXPone Oil System Cleaner

Provides more power; reduces emissions; reduces consumption by removing sludge, corrosion and varnishes.

EXPone Power Steering Treatment

Utilizes Cermillon, a flouro-ceramic polymer; optimizes performance and reduces wear of the steering system.

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Lubegard 800.333.5823 www.lubegard.com PRODUCT NAME

CATEGORY

Kool-It Evaporator & Heater Foam Cleaner Kool-It Radiator Flush Kool-It Radiator Flush & Protect Performance Pack

A/C C

PURPOSE/DESCRIPTION

Freshens foul odors and eliminates allergens in vehicle cabins via the HVAC systems; no drilling; no mess; no tools required. Safely removes scum, oily residue, sediments, rust, deposits and other degradation products in any cooling system, including aluminum radiators; for use with or without a flush machine.

A/C

Contains both a Kool-It Radiator Flush to thoroughly clean the system and Kool-It Supreme Coolant Treatment to extend system and coolant life.

Kool-It Supreme Coolant Treatment

Unsurpassed cooling system corrosion protector; offers protection for metals from chemical electrolysis; enhances heat transfer and reduces operating temperatures to prevent roadside failures.

Lubegard ATF Protectant

Extends fluid/component life by reducing heat and foaming; eliminates noises, friction/wear and smooths shifting; provides shudder elimination and conditions seals; approved by multiple OEMs.

Lubegard Bio/Tech Engine Oil Protectant

Reduces friction and wear, particularly eliminating harmful cold-starts; lowers engine oil operating temperatures; eliminates engine noises; increases fuel economy, power and oil life.

Lubegard Engine Flush

For use in gas or diesel engines; safely removes gum, varnish and deposits preparing the system for fresh oil; for use with or without a flush machine.

Lubegard Engine Flush & Protect Performance Pack

A/C

Contains both Lubegard Engine Flush and Lubegard Bio/Tech Engine Oil Protectant to extend system and fluid life.

Lubegard Flush & Protect Pack for Transmissions

A/C

Contains both Lubegard Transmission Flush and either Lubegard ATF Protectant or Lubegard Platinum High Performance ATF Protectant; extends system and fluid life.

Lubegard Fuel System Booster

A/C

Three-in-one product; total system cleanup and keep-clean; fuel lubricity additive and fuel stabilizer; for both gasoline and diesel; reduces emissions.

Lubegard Gear Fluid Supplement

Improves cold weather stiffness in manual transmissions and synchromesh transmission shifting characteristics; reduces tooth drag and absorbs shock loads, improving the life of all gear units.

Lubegard Highly Friction Modified ATF Supplement

Converter of Dexron III, VI/Mercon V ATFs into any highly friction modified ATF for use in Honda, Toyota, Chrysler and others; eliminates torque converter shudders.

Lubegard Instant Shudder Fixx

Instantly eliminates converter shudder problems; compatible with all ATFs except CVT and Ford Type F.

Lubegard Kooler Kleen - Solvent Based Transmission Flush

Uses a proprietary mix of detergents to safely clean transmission lines with out any water to remove grease, dirt, grime and metal shavings; because of its unique solvent formulation, it will not degrade new automatic transmission fluid.

Lubegard M-V Supplement

Enhances Dexron III, VI/Mercon to perform like Mercon V ATF; eliminates torque converter shudder.

Lubegard Platinum High Performance ATF Protectant

Eliminates ATF confusion the right way; stock Dexron III, VI/Mercon V ATF for all conversion applications; protectant for OEM ATFs.

Lubegard Power Steering Fluid Protectant

Eliminates power steering noises and whines, rack-and-pinion steering stiffness and converts power steering fluid to premium power steering fluids such as Honda type.

Lubegard Power Steering Flush

Safely removes deposits and impurities, preparing the system for new fluid; for use with or without a flush machine.

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Lubegard 800.333.5823 www.lubegard.com PRODUCT NAME Lubegard Power Steering Flush & Protect Performance Pack Lubegard Transmission Flush

CATEGORY

PURPOSE/DESCRIPTION

A/C

Contains both Lubegard Power Steering Flush and Lubegard Power Steering Fluid Protectant; extends system and fluid life.

For use in automatics and manuals; safely removes varnish deposits, preparing the transmission for new fluid; for use with or without a flush machine.

Mighty Auto Parts 770.448.3900 www.mightyautoparts.com PRODUCT NAME

CATEGORY

PURPOSE/DESCRIPTION

Complete Oil System Flush

It removes virtually all old oil from the engine and promotes smoother performance and extended engine life. It is safe for all oil changes, including synthetics and semi-synthetics.

Coolant & Conditioner Kit

A/C

This 2-step treatment is designed to clean and condition all cooling systems. The formulas are compatible with all coolants including regular and extended life antifreeze. Step 1 thoroughly cleans the cooling system. Step 2 lubricates the water pump and conditions the system by providing additional corrosion inhibitors, which help minimize rust and scale.

Engine Guard with PTFE

Extends life of oil by restoring necessary additives; dissolves and reduces the formation of sludge, carbon and gum; helps free sluggish hydraulic valve lifters, valve guides, valve stems, rocker arms and piston rings; reduces engine friction and wear.

Engine Oil Supplement

Protects against cold-start damage.Reduces engine friction and wear. Quiets noisy valves. Reduces the formation of sludge carbon and gum deposits.

Evaporator Odor Eliminator

Quickly destroys odors that may be caused by mold, mildew and fungus. Long-lasting; foaming cleanser; biodegradable; safe for all A/C Systems.

Foaming Throttle Plate Cleaner

A special blend of solvents that quickly remove gums, resins and varnish from both sides of the throttle plate to help correct rough idle and stalling problems. Unique foaming action penetrates hard-to-reach areas without scrubbing.

Fusion 2-Step Ultimate Fuel System Cleaning Service Heavy Duty Oil Stabilizer

A/C A

Complete intake system cleaning; removes carbon build-up and cleans the upper engine and intake systems. Tank additive removes fuel-related deposits. Ideal for GDI engines. Helps extend oil life and eliminates dry starts.

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Mighty Auto Parts 770.448.3900 www.mightyautoparts.com PRODUCT NAME

CATEGORY

High Mileage Oil Treatment

PURPOSE/DESCRIPTION

Helps restore performance in older cars. Reduces oil consumption and exhaust smoking. Helps quiet noisy engines. Restores compression—helping to seal worn rings. Reduces oil fouling of spark plugs.

Power 2D 2-Step Engine Revitalizer

A/C

Power 2D cleans the total fuel system, including intake valve seats, compression chambers, fuel injectors and fuel lines in two easy steps. Power 2D helps return compression to factory levels increasing power and performance while reducing emissions and protecting against carbon build-up.

Professional Fuel Injector Cleaner

Cleans fuel injectors, combustion chambers, intake valve seats and spark plugs; restores power and performance; reduces harmful emissions; oxygen sensor safe.

Semi-Synthetic Oil Supplement

Helps extend motor oil life by restoring and enhancing oil additive package. Dissolves and reduces the formation of sludge, carbon and gum deposits. Helps quiet and free sluggish hydraulic valve lifters, valve guides, valve stems, rocker arms and piston rings.

Supreme Fuel System Cleaner

Reduces pings and knocks. Cleans fuel and valve intake deposits. Helps to reduce emissions.

Synthetic 2-Step Power Steering Flush and Protect System

A/C

Mighty VS7 Power Steering Flush and Protect System is a 2-step process to clean and protect the power steering system. Step 1 safely cleans the system and removes harmful deposits. This process can be done with or without a flushing machine. Step 2 protects and prolongs fluid life.

Synthetic 2-Step Transmission Flush & Fluid Protect Kit

A/C

The Mighty VS7 Synthetic Transmission Flush & Fluid Protectant Kit is a 2-step process to clean and protect the transmission system. This unique synthetic technology is safe for internal clutch and seal surfaces. Step 1 cleans the system and can be used with or without flush equipment. Step 2 protects internal transmission parts, reduces heat and extends fluid life.

Synthetic Blend Limited Slip Differential Supplement

Mighty VS7 Limited Slip provides superior protection against metal-to-metal wear and will resist thermal breakdown. It will extend the life of the gear oil and will help eliminate rear end chatter.

Synthetic Diesel Fuel Injector Cleaner

Mighty VS7 Diesel Fuel Injector Cleaner is designed to provide unsurpassed cleaning of diesel fuel injectors. This product combines the advanced technology of synthetic cleaners to receive optimum performance in all climates and conditions.

Syntramax Complete Fuel System Cleaner

Advanced SYNTEUM-FI technology provides maximum fuel system cleaning and performance in one application. Removes performance robbing deposits from fuel systems and combustion chambers. Reducing the (OIR) octane intake requirement helping reduce the need for high octane fuel. Helps return fuel system performance to factory levels while reducing emissions and increasing performance.

Total Intake System Cleaner

Advanced SYNTEUM-FI Technology provides complete intake system cleaning by safely and effectively removing carbon build-up, cleaning a vehicle’s upper engine and intake systems from the plenum to the catalytic converter. Eliminating hydro-locking—guaranteed.

Universal Sealer

“Universal” formulation containing two synthetic seal conditioning agents to rejuvenate old seals and gaskets, which eliminates most leaks in engine, power steering and transmission systems. Safe for gasoline and diesel engines.

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DRIVING PERFORMANCE FROM CHANNEL PARTNERS TO TECHNICIANS

SMART PARTNER www.mahle-aftermarket.com The top plastic piece is ultrasonically welded to the endplate, which creates a housing for the sealing o-ring ensuring a proper seal between the clean and dirty side of the filter.

OX345/7D ECO is easier to install utilizing a 3-piece plastic end cap where w the competition uses foam.

Has a thicker and more efficient synthetic fleece media for better filtration meeting demands for todayâ&#x20AC;&#x2DC;s oil change regimen.

Bring this ad to life with the free Aurasma app. Just scan the QR code to begin.

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Penray Companies 800.323.6329 www.penray.com PRODUCT NAME

PURPOSE/DESCRIPTION

2-Step Catalytic Converter Cleaning Kit

A/C

Improves emissions to factory levels; up to 50-percent improvement to pass emission tests.

2-Step Cooling System Re-Charge Kit

A/C

Safely cleans the entire cooling system; eliminates overheating and scale build-up; inhibits rust and scale.

2-Step Engine Re-Charge Kit

A/C

Cleans the entire oil system; improves circulation; frees sticky valves and rings; reduces engine heat and wear.

2-Step Fuel Injection and Induction CleanUp Kit

A/C

Provides total fuel system cleanup; increases power.

2-Step Power Steering Fluid Tune-Up Kit

A/C

Decreases heat and friction; removes old fluid; reduces power steering fluid pump noise.

2-Step Transmission Tune-Up Kit

A/C

Reduces friction and wear; helps extend transmission life; safely removes dirt and varnish build-up; restores performance.

3-Step Fuel Injection and Induction CleanUp Kit

A/C

Provides total fuel system cleanup; increases power and conditions.

4.0 Cleaner & Lubricant

Cleans, protects, lubricates and prevents; multi-purpose lubricant prevents rust and dust build-up; long-lasting; water-resistant lubrication; 50-state formula.

Battery Cleaner

Neutralizes acid and removes corrosion.

Crankcase & Differential Cleaner

Dual-solvent technology for gas and diesel; five-minute cleaner; add, run and drain; removes gum, sludge, varnish and moisture; ideal for removing water from differential.

Direct Injection Fuel System Cleaner

One-tank cleanup for all gas and diesel engines; cleans fuel system to restore fuel economy; improves idling and prevents corrosion; antioxidant technology stabilizes fuel.

Ethanol Stabilizer

CATEGORY

A/C

Four-in-one treatment; fuel stabilizer; corrosion inhibitor; fuel system cleaner.

Glass Cleaner

Streak-free, ammonia-free vehicle glass cleaner.

High Mileage Oil Treatment

Helps stop leaks due to drying, hardening and shrinking of seals.

Mass Air Flow Sensor Cleaner

Helps restore fuel economy; re-establishes correct air/fuel ratio; reduces rough idle and hesitation; safe for plastic and delicate equipment; residue-free.

Non-Chlorinated Brake Cleaner

Quickly and effectively dissolves and removes grease, oil, brake fluid and other contaminants from brakes, CV joints and clutch components.

Total Fuel System Cleaner

Cleans and prevents deposit build-up; neutralizes the power-robbing effects of combustion chamber deposits.

Total Intake System Cleaner

Removes carbon build-up in gasoline and diesel engines.

Transmission MVP

Enhances Dexron/Mercon to perform like a highly friction-modified ATF.

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Run-Rite 800.872.8921 www.run-rite.com PRODUCT NAME

CATEGORY

Brake-Rite Brake Cleaner Cool-Rite 2-Step Cooling System Service Kit

PURPOSE/DESCRIPTION

VOC compliant, non-chlorinated brake parts cleaner; frees brake parts from brake dust, grime and fluid build-up to enable brakes to function properly without mechanical hindrance.

A/C

Clean and protect cooling system. Rapidly remove rust and scale. Maintain warranty requirements. Protect against breakdown.

F.A.Q. (Fresh Air Quality) Cabin Air Cleaning Solution

Use with F.A.Q. Cleaning equipment to clean entire cabin air system; eliminates interior odors caused by germs, mold, mildew, bacteria, viruses, allergens and more.

Gear-Rite Synthetic Protectant

High-tech formula of synthetic base oils, complete anti-wear package and friction modifiers; provides high-temperature stability and protection from harmful deposits on synchros and gears.

Kleen-Rite Ultimate Engine Cleaning Detergent (UECD)

Promotes a more complete drain of used engine oil; safely and effectively removes internal dirt, deposits and sludge.

Kleen-Rite Shop Solvent

Multi-use degreaser; non-chlorinated; recyclable solvent.

Run-Rite Battery Maintenance Kit

2-step kit containing battery wash and battery corrosion protectant.

Run-Rite Diesel Fuel System Kit

A/C

Low VOC compliant; improve fuel economy and efficiency; recover lost power; reduce smoke and emissions; clean and protect injectors and fuel pump.

Run-Rite G.D.I. Fuel System Cleaning Kit

Complete 3-step fuel system cleaning kit formulated especially for G.D.I. engines, but also beneficial for P.F.I. perform service once each year or every 15,000 miles.

Run-Rite G.D.I. Preventive Maintenance Kit

This two-step maintenance kit is designed to keep both GDI and PFI fuel systems clean in between annual complete services. For use every 7,500 miles.

Run-Rite Headlight Restoration Kit

Run-Rite lens hardcoat dries crystal clear and rock-hard in 3-5 minutes. Designed to restore and protect headlight surfaces, renewing the appearance and performance of the headlight.

Run-Rite High Mileage Oil Treatment

Reduces smoke, prevents viscosity breakdown; recommended for vehicles with 75,000-plus miles.

Run-Rite Oil Stabilizer

Helps eliminate dry starts; seals worn cylinders to slow oil consumption; provides extra protection in four-cylinder and high-performance engines.

A/C

Premium oils penetrate deep into threads. Fast acting to break free from rust and corrosion. High capillary action. Long lasting lubrication.

Run-Rite Premium Penetrating Oil Run-Rite Premium Diesel Treatment

Cleans injectors, pumps and pistons; adds lubricity; fights corrosion; improves cetane; reduces emissions and smoke; delivers Cummins superior detergency.

Run-Rite Super Duty Anti-Seize

Provides a protective shield against metal-to-metal contact. Prevents seizure and corrosion. Creates a protective barrier between surfaces. VOC compliant.

Shift-Rite 2-Step Transmission Service Pack

A/C

Shift-Rite CVT Automatic Transmission Fluid

Improve performance, shift quality and lubrication of all parts. Extend life and reliability; reduce heat; reduce wear. Clean and condition seals. A high-performance, fully synthetic, versatile transmission fluid for CVT and step automatic transmissions.

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Run-Rite 800.872.8921 www.run-rite.com PRODUCT NAME

CATEGORY

PURPOSE/DESCRIPTION

Steer-Rite Power Steering Flush

Cleans power steering system prior to a fluid exchange; helps remove varnish and sludge deposits, improve fluid circulation, extend component life and improve steering performance.

Steer-Rite Premium Power Steering Fluid

Meets or exceeds specifications of GM, Ford, Chrysler and most imports. Contains anti-wear agents and detergent additives. Helps condition seals and extend steering system life.

Service Pro 800.313.2463 www.service-pro.com PRODUCT NAME 2-Step Cooling System Re-Charge Kit

Cleans entire cooling system, radiator and water pump; protects against rust and scale on internal metal parts; eliminates overheating and can be used with all antifreeze/coolants including long-life products.

Fuel system cleaning kit; removes deposits from fuel injectors and intake valves; helps restore engine performance and fuel economy.

2-Step Power Steering Fluid Tune-Up Kit

Removes old fluid and contaminants; replaces with new fluid and conditions power steering system parts; reduces pump noise.

3-Step Fuel Injection and Air Intake Cleaner Kit

A/C

PURPOSE/DESCRIPTION

2-Step Fuel Injection and Induction TuneUp Kit

2-Step Transmission Tune-Up Kit

CATEGORY

A/C C

Removes dirt and contaminants from internal automatic transmission parts; conditions seals, valves and rings; restores smooth shifting; helps reduce wear. Low-emission formula that increases power, lowers exhaust emissions and improves airflow; also eliminates hesitations and dissolves gum and carbon buildup.

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Smart Blend 281.435.0067 www.smartblend.com PRODUCT NAME

CATEGORY

Smart Blend ATF Clean & Protect 2-Part Kit

A/C

PURPOSE/DESCRIPTION

Removes varnish and contaminants; cleans all parts, preparing the transmission for new fluid; eliminates shudder; extends fluid life; reduces wear; inhibits oxidation and overheating.

Smart Blend ATF Protectant

Eliminates shudder; extends fluid life; reduces wear; inhibits oxidation and overheating.

Smart Blend D-VI ATF Supplement

Converts Dexron III/Mercon into highly-stable fluid such as D-VI ATF.

Smart Blend High-Mileage Engine Oil Supplement

For use in engines with 75,000-plus miles; enhances conventional oil to perform as high-mileage; improves combustion chamber sealing; compatible with engine seals and all conventional oils.

Smart Blend Multi-Vehicle Titanium ATF

Synthetic multi-vehicle ATF enhances Dex/Merc ATF perform as a multi-vehicles ATF; takes the guess work out of converting ATFs; enhances performance of ATF base oils for most applications.

Smart Blend One Advanced Formula 2-Step Diesel FSC Kit

Advanced technology cleans the total diesel fuel system; helps return compression to factory levels; removes carbon deposits and cleans injectors; reduces emissions; improves cold starts; protects against carbon build-up.

Smart Blend One Advanced Formula 2-Step Gasoline FSC Kit

A/C

Advanced technology cleans the total fuel system, intake valves, seats, compression chamber, fuel injectors, carburetors, oxygen sensors, fuel lines and more; five-minute service process with no hydro-lock formula and no application tool required.

Smart Blend One Advanced Formula Engine Clean

Helps reduce the presence and build-up of sludge and harmful deposits in automotive engine applications; quickly and effectively removes engine sludge, varnish and deposits, preparing the engine for new oil; helps maximize engine performance and service life.

Smart Blend One Advanced Formula Fuel System Cleaner

With advanced Synteum Technology; cleans the entire fuel system including injectors; helps reduce emissions, improving fuel system performance.

Smart Blend One Advanced Formula Oil System Cleaner

Advanced Molecu-tech technology; professional formula for use in all gasoline engines; helps improve engine performance and engine life; helps free sticky valves and rings.

Smart Blend One Advanced Formula Total Intake System Cleaner

Advanced Synteum technology; removes deposits, improving power and performance; cleans intake valves, seats and compression chambers; cleans oxygen sensors; no application tool required.

Smart Blend One Formula 2-Part Power Steering Flush & Protect System

A/C

Removes contaminants, preparing the system for new fluid; converts regular power steering fluid to a multi-use fluid; eliminates whines/noises; reduces wear and extends fluid life.

Smart Blend One Formula Complete Fuel System Cleaner

Full-synthetic, PEA formulated tank additve; removes carbon deposits; improves power and performance; cleans intake valve seats and compression chamber; cleans oxygen sensors; helps return compression to factory levels; reduces emissions; for use with PFI and/or GDI engines.

Smart Blend One Formula Engine Protectant

PTFE protection for engines, above and beyond conventional oil; solid lubricant technology, protects internal parts and components; compatible with conventional and synthetic motor oils.

Smart Blend One Formula Premium Power Steering Flush Kit

A/C

Service kit is for use in all power steering services/exchanges in both foreign and domestic requiring regular power steering fluid including Honda/Acura; provides superior performance in power steering systems; advanced synthetic formulation outstanding high- and low-temperature performance; excellent shear stability; helps prevent corrosion, wear and oxidation.

Smart Blend One Formula Synthetic MultiVehicle Power Steering Flush Kit

A/C

Kit is for use in all power steering services/exchanges in both foreign and domestic requiring regular power steering fluid or specialty high performance lubricating fluids such as CHF+. It is also suitable for use in the newer electronic power steering systems.

Universal Leak Eliminator, seals and stops leaks in engines, transmissions and power steering systems. This unique formula contains two synthetic seal conditioning agents, which eliminate leaks in most engines, transmissions and power steering systems. Unlike other products, Universal Leak Eliminator contains no solids that could clog or plug filters and lines.

Smart Blend One Formula Synthetic Universal Sealer Smart Blend Synthetic 2-Step Coolant System Flush & Treatment

A/C

Removes scale, rust and other deposits; prepares cooling system for new fluid; compatible with all coolants; protects water pump, preventing corrosion damage; improves performance/efficiency.

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Smart Blend 281.435.0067 www.smartblend.com PRODUCT NAME

CATEGORY

PURPOSE/DESCRIPTION

Smart Blend Synthetic 2-Step Fuel System Induction Cleaner & FSC

Cleaner introduced through intake vacuum source; removes carbon from intake valves, combustion chambers; system treatment helps prevent deposit formation on fuel-system components.

Smart Blend Throttle Plate/Air Intake Carb & Choke Cleaner

Foaming cleaner; safe for use on all air intake and carburetor components; removes dirt, carbon, gum and varnish that interferes with precise operation of the intake system (Nissan PTFE coating safe).

Solid Start/True Brand 877.290.3950 www.solidstart.com PRODUCT NAME

PURPOSE/DESCRIPTION

ADVANCED INTAKE CLEANER 2-PART KIT

Surface Science Technology combines two of our hottest, most aggressive formulas to clean and attack tenacious hard carbon deposits that build up and choke performance. Can be used via S-hook or vacuum source service. Ideal for todayâ&#x20AC;&#x2122;s direct injection (GDI) engines.

ALL-IN-ONE ODOR TREATMENT

Quickly neutralizes odors; eliminates-on-contact odors caused by mold, mildew, bacteria, pets, smoke and other contaminants that form in the evaporator core, housing of air-conditioner systems and vehicle interiors.

DIESEL RESTORE 2-PART KIT

C/A

Cleans diesel-fuel system by removing deposits from fuel injectors and combustion chambers. Helps improve fuel flow and spray patterns. Helps reduce emissions, diesel knock and exhaust smoke.Increases horseposer and torque through improved diesel fuel combustion and fights moisture damage.

Formulated bonding agents designed to fuse to engineâ&#x20AC;&#x2122;s friction surfaces; increases compression and fuel mileage while helping prevent oil breakdown.

FUEL JUELS

C/A

The only time-released fuel treatment in the world! Restores fuel mileage up to 7%, increases compression, fights ethanol problems, safely removes water, lubricates & cleans, boosts octane, and saves you money for up to 12 tankfuls of fuel!

FUEL SYSTEM CLEANER

C/A

Cleans the entire fuel system using detergents combined with surfactants, while improving combustion, increasing fuel mileage, reducing exhaust emissions and safely removing water through the combustion process.

FUEL SYSTEM CLEANER 2-STEP KIT

C/A

This unique product uses 2-stage cleaning to improve combustion, increase fuel mileage and reduce exhaust emissions while it lubricates, protects and safely removes water through the combustion process.

GDI COMPLETE CLEAN 3-STEP KIT

C/A

A hotter, more aggressive formula that chemically cleans GDI fuel systems; protects against deposits, removes water and fights ethanol, cleans emissions control systems, and removes harmful deposits from induction systems, intake valves, injector tips and combustion chambers. Requires no engine teardown.

ENGINE TREATMENT & OIL STABILIZER

CATEGORY

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Solid Start/True Brand 877.290.3950 www.solidstart.com PRODUCT NAME

CATEGORY

PURPOSE/DESCRIPTION

GDI EMISSIONS CONTROL CLEANER

Cleans oily deposits and debris from the PCV emissions system and safely address issues associated with modern, deposit-sensitive engines; dissolves crankcase varnish, sludge and carbon deposits and improves oil drain.

GDI FUEL SYSTEM CLEANER

Provides aggressive 2-stage cleaning for GDI engines from the gas tank to the exhaust; dissolves gums, varnish, and carbon deposits.

HIGH MILEAGE TREATMENT

Fortifies all grades of engine oil with a concentrated blend of antioxidants, detergents, dispersants and lubricants.

OIL SYSTEM CLEANER

Helps improve oil circulation and extend engine life by removing oils system deposits, gums, varnich, abrasive wear metal and dirt particles.

POWER STEERING FLUID 2-PART KIT

Multi-Vehicle Power Steering Fluid (meets OEM performance requirements for General Motors, Ford, Chrysler, Honda, Acura and most automobiles) and leave-in power steering treatment designed to reduce wear, foaming and squeal, and extend power steering system life.

PREMIUM SYNTHETIC POWER STEERING FLUID 2-PART KIT

Premium Synthetic Power Steering Fluid suitable for use in ALL power steering fluids and leave-in power steering treatment designed to reduce wear, foaming & squeal, and extend power steering system life.

PREMIUM SYNTHETIC POWER STEERING TREATMENT

Professionally formulated leave-in synthetic power steering treatment with friction-reducing technology,designed to reduce wear, foaming and squeal, and extend power steering system life.

THROTTLE BODY & AIR INTAKE CLEANER

Cleans the throttle valve, throttle body, idle air control valves, PCV valves and other parts of the air induction system that have deposit accumulation.

TRUE DIESEL MAX

Increases horseposer and torque through improved diesel fuel combustion; also cleans the fuel system and fights moisture damage.

TRUECOLD A/C PERFORMANCE BOOSTER

The only product of its kind. Boosts A/C performanceâ&#x20AC;&#x201D;A/C gets colder faster. Cleans and protects the A/C system to extend compressor life and reduce fuel usage, while also helping diagnose A/C system leaks.

UNIVERSAL STOP LEAK

Helps stop leaks due to drying, hardening and shrinking of seals and gaskets; can be added to any oil. (engine, transmission, rear end, etc.)

UPGRADE FUEL SYSTEM CLEANER

C/A

Cleans and lubricates the entire fuel system and safely removes water through the combustion process.

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Throttle Muscle 855.738.9687 www.throttlemuscle.com PRODUCT NAME

CATEGORY

PURPOSE/DESCRIPTION

+75 High Mileage Gas Treatment

Six-ounce super concentrated high-mileage gas treatment treats up to 21 gallons. Helps improve combustion and reduce emissions

+75K Synthetic High Mileage Fuel System Cleaner

One-step fuel system cleaner for high-mileage vehicles with synthetic lubricant and 108 octane booster with proven 2.3 percent mileage increase.

DiXtreme 8 in 1 Diesel Fuel Treatment and Cleaner

A/C

One-step diesel fuel treatment and cleaner. Improves lubricity, eliminates wax and ice crystal growth and improves cetane number by 4.

Engine Scrub 1 Gallon Engine Flush

One-gallon complete engine flush. Cleans out crankcase to give new motor oil a clean start. Contains no harsh chemicals or solvents.

Engine Scrub 16 Oz Oil System Cleaner

Oil system cleaner cleans out the crankcase prior to draining the oil. Add OSC to the engine while waiting in line.

Extreme High Mileage Treatment

High-mileage engine treatment that treats up to six quarts of conventional oil, giving it high-mileage qualities.

Extreme Synthetic Treatment

Synthetic engine treatment that treats up to six quarts of oil, giving conventional a synthetic boost.

Extreme Synthetic High Mileage Treatment

Synthetic, high-mileage engine treatment that treats up to six quarts of conventional or synthetic oil giving it synthetic, high-mileage qualities.

FX805 Synthetic One Step Fuel System Cleaner

One-step fuel system cleaner with synthetic lubricant and 108 octane booster with proven 2.3 percent mileage increase.

GDI Synthetic High Mileage Fuel System Cleaner

One-step fuel system cleaner for GDI vehicles with synthetic lubricant and 108 octane booster with proven 2.3 percent mileage increase.

Throttle Muscle 6 Oz Fuel Injector Cleaner

Six-ounce super concentrated fuel injector cleaner treats up to 21 gallons. Helps improve combustion and reduce emissions.

A/C

Two-step fuel system cleaner that is petroleum based for safer cleaning and better results. One fuel tank additive and one induction cleaner.

Throttle Power Pro 2-Step Fuel System Cleaner

Valvoline 800.832.6825 www.valvoline.com PRODUCT NAME

CATEGORY

PURPOSE/DESCRIPTION

VPS 3-Part Fuel System Service

A/C

Removes deposits from the entire fuel and air intake system; helps restore fuel economy, horsepower and overall drivability.

VPS 3-Part Plus Fuel System Service

A/C

Removes deposits from the entire fuel and air intake system; helps restore fuel economy, horsepower and overall drivability.

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Valvoline 800.832.6825 www.valvoline.com PRODUCT NAME

CATEGORY

PURPOSE/DESCRIPTION

VPS All Season Heater and A/C Odor Eliminator

Reduces odor-causing microorganisms and harmful allergens from the heater and A/C systems; improves air quality.

VPS Anti-Corrosion Battery Service Kit

Neutralizes and eliminates accumulated corrosive elements; provides increased cranking efficiency.

VPS Automatic Transmission Cleaner & Conditioner

A/C

Provides smoother shifting; increases protection against wear and high-temperature breakdown; conditions seals; solvent-free technology.

VPS Complete Fuel System Treatment

A/C

E-85 compatible; cleans and protects entire fuel system in just one application; helps restore fuel economy, horsepower and overall drivability.

VPS Complete Oil System Cleaner

Helps restore fuel economy, horsepower and engine efficiency; helps reduce harmful emissions and engine wear; solvent-free technology.

VPS Differential and Transfer Case Cleaner

Safe and effective detergent/dispersant-based cleaner that helps remove harmful deposits from the driveline systems; solvent-free technology.

VPS EasyGDI Clean Up Kit

A/C

Removes deposits from the entire fuel and air intake systems in gasoline direct injection vehicles; restores fuel economy, emissions and power; recommended for vehicles with more than 25,000 miles.

VPS EasyGDI Maintenance Kit

A/C

Removes deposits from the entire fuel and air intake systems in gasoline direct injection vehicles; restores fuel economy, emissions and power; recommended for vehicles with less than 25,000 miles.

VPS Fuel Rail Cleaner

Removes deposits from the fuel injectors, intake valves and combustion chamber; helps restore fuel economy, horsepower and overall drivability.

VPS Heavy Duty Fuel Rail Cleaner Kit

Helps restore fuel economy, power and overall drivability; helps reduce harmful particulate emissions and black smoke.

VPS Intake Cleaner

Removes deposits from the throttle body, intake manifold, intake valves and combustion chamber; helps restore fuel economy, horsepower and overall drivability.

VPS Light to Medium Duty Diesel Fuel Rail Cleaner

Helps restore fuel economy, power and overall drivability; helps reduce harmful particulate emissions and black smoke.

VPS Power Steering System Kit

A/C

Prevents and eliminates leaks, stiff steering and pump noise; provides optimal steering performance; full-synthetic formula.

VPS Power Steering System Kit for Honda/ Acura

A/C

Formula to meet Honda/Acura specifications; prevents and eliminates leaks, stiff steering and pump noise; provides optimal steering performance; full-synthetic formula.

VPS Radiator Protector Pack

A/C

Removes rust, scale and oily residue from entire cooling system; helps prevent engine boil-over and freeze-up; protects against rust and corrosion.

VPS Super Concentrated Fuel Injector Cleaner

A/C

E-85 compatible; cleans and protects entire fuel system in just one application; helps restore fuel economy, horsepower and overall drivability.

VPS Top Treat Oil System Cleaner

Dissolves and removes sludge and deposits from the engine; prolongs engine life and helps restore engine efficiency; solvent-free technology.

VPS ULSD Diesel Fuel Treatment

ULSD compliant; cleans injectors; contains cetane improver and lubricity additive for enhanced performance; helps restore fuel economy, power and overall drivability.

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Not OEM

OEM

Do Customers Still Have to Use the OEM Recommended Oil?

After The Warranty Expires By Steve Swedberg

EM recommendations have forced auto maintenance and fast lube shops to carry multiple oil brands, which can be cost prohibitive. Many of those affected have chosen to be brand specific in order to have availability of the required products. It’s either that or have a very large inventory of seldom used product. The question asked over and over is, “After the warranty, do I still have to use the OEM recommendation?” Customers are feeling frustrated and confused, especially with the prices of the synthetic oils that are being recommended. So what happens if you use conventional oils in a vehicle that is beyond warranty but was originally recommended synthetic products? Before you can answer the question “Can you…?” you need to understand how an OEM decides what the oil recommendation and drain interval should be. It’s a question that deserves an answer, so let’s see what we can learn about the process. There are several criteria that go into the decision about what to use and how long to use it. Some of the reasons are very straightforward. Is it gasoline or diesel fueled? Has there been any major change in engine design that would call for different oil? Others are more complex. Have

emissions or fuel economy regulations changed? Have there been field issues with the current recommendation? To understand the forces driving new and specialized oil specifications, you need to understand the process for creating a new API category, since most of the oil sold meets these standards. The current system calls for the American Petroleum Institute (API) and the International Lubricants Specifications Advisory Committee (ILSAC) with input and support

“What happens if you use conventional oils in a vehicle that is beyond warranty but was originally recommended synthetic products?”

from ASTM and the American Chemistry Council (ACC) to propose, develop and implement new oil categories for both passenger car and heavy-duty engine oils. Since you can’t tell the players without a scorecard, let’s describe each organization briefly. API – This is a marketing organization representing the oil industry and their marketers. They are looking out for the oil manufacturers and marketers interests. (Fewer oils and tests that are reasonable in cost and severity.) ILSAC – A consortium of North American and Japanese automakers and HD engine builders. Their concerns are to try to minimize any oil related failures and to prepare for future designs and other issues. (Lots of oils for specific engine designs and tests that truly reflect their needs.) ASTM – A technical organization that bears the responsibility of developing and maintaining engine test procedures and ensuring they remain repeatable and reproducible. ACC – They represent the additive suppliers who are charged with developing the additive systems to meet the new requirements. (They tend to fall more in line with API than ILSAC.)

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The road map for all of this is a document, API 1509, which is more like a book, and is called Engine Oil Licensing and Certification System (EOLCS). The process involves a number of steps including a needs statement from ILSAC followed by agreement from API and ACC to move forward. Then, there is a meticulous process to develop and prove-out new limits for existing tests or new tests, followed by proving the tests will work and then time for ACC to develop new products to meet the new test requirements. After that, there is a one-year waiting period to allow all oil marketers to develop and register their oils for API approval. One of the criteria for any new oil category is that it will meet the needs of previous oil categories. This is called “backwards compatibility.” Simply stated, this means that the most recent oil category will be satisfactory for older engines. By the time this process has been completed and a new category introduced, years may have passed. In the case of the next category, API GF-6, the development process started in 2012 and is not complete as of today. Best estimates by API and ILSAC are that it will be sometime in mid-2020 before we see GF-6. The reasons for this delay are many and varied, but when you consider that there are seven tests that have gone through major updates and three completely new ones, it’s easy to see how it could take a long time to finish the process. Since this process is time consuming, it means a lot of compromises are made. Most often, the ILSAC members are into engine designs that may not be covered by API categories for some time. If there is a serious concern or field issues, they will react by creating their own test to protect themselves. Their test procedures are developed very quickly and don’t go through as rigorous of a development process as the EOLCS dictates. However, it does serve their needs. Ford’s recent development of a diesel wear test for their 6.7L engines is an example of this. They were also the lead company in pushing through API SN Plus, although there was agreement within ILSAC on the need for the new category. For some of the international OEMs, there is an additional desire, and that is to

OEM

unify their oil specs. The GM dexos system is a good example. The dexos oil specifications include not only the API category requirements, but also include European tests and GM developed tests. The advantage is that a dexos approved oil can be used anywhere in the world for GM vehicles. The OEMs have another reason for their own brands. They have traditionally felt that the API categories should have a built-in process to allow upgrades without all of the formality of the EOLCS process. They are great advocates of the “continuous improvement” concept that states improvement should be ongoing rather than stepwise — which is what the EOLCS method does. That explains the number of oil specifications in addition to the API categories.

“The reality is, when a vehicle is out of warranty (say 50,00075,000 miles), oil quality has probably changed creating a more robust product.” The question then is if or when can you stop using engine oils recommended by the OEMs. It should be apparent that the OEMs would like you to continue to use their oil. That’s a purely marketing view. They’re selling oil now and want to continue to sell it. The group within any OEM selling their branded oil is not the same group that is selling vehicles. Each has their own profit targets within the company and want to keep the business healthy. The reality is, when a vehicle is out of warranty (say 50,000-75,000 miles), oil quality has probably changed creating a more robust product. Whether it is API or an OEM, the oil will be more oxidatively stable and able to extend drain intervals even more than currently. The additive package will probably have more friction reducing capabilities, better wear protection and even be able to perform satisfac-

torily in new engine designs which may incorporate direct injection, turbocharged, gasoline fueled powerplants. Viscosity grades are more or less consistent across API categories. The SAE J300 viscosity classification is based on four viscosity tests. One is a high-shear-rate test at 150 C, which simulates oil viscosity in operating bearings. The second is a low-shear-rate (kinematic) viscosity at 100 C. This simulates pouring the oil out of the bottle, but also simulates oil flow in the engine out of the oiling rings into the ring/liner interface. The third test is a low-temperature, high-shear-rate test that simulates the viscosity in cold cranking, such as starting the engine at very low temperatures. The test temperature varies with the kinematic viscosity and ranges from -35 C for SAE 0-W to -10 C for SAE 25-W. The fourth test is a low-shear-rate, low-temperature test, which simulates the viscosity at the oil pump pickup screen and the oil’s ability to pump at very low temperatures. This too, has varying temperatures from -40 C for SAE 0-W and -15 C for SAE 25-W. You may notice that the pumping temperature is 5 degrees lower than the cranking temperature. This is to make sure that if the oil can allow the starter to crank fast enough to start the engine, it will be able to pump though the engine and protect all surfaces within a reasonable time. So where does that put us on the question of when can I stop using the recommended OEM synthetic product and go to a conventional, less expensive oil which is widely available. Once it’s out of warranty, the owner has the choice. There is a small percentage (market research says about 5 percent) who always want the very best product. That group will likely want to stay with the OEM oil. There is a much larger group who is brand loyal and will want to use the recommendation from their favorite. Finally, there is the cost conscience buyer who will opt for the lowest price. There’s little question that backwards compatibility will assuage the fears of the operator and the vehicle owner, providing they both understand what that means. Beyond that, it’s a part of the sale. 

Not OEM

CMY

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December 2018 NOLN Ad 02_CROP MARKS.pdf

10/30/18

8:53 PM

3-STEP Fuel Injection and Air Intake Cleaner Kit • Cleans injectors, intake valves & entire fuel system • Lubricates air intake system & the injectors • Helps improve gas mileage C

2-STEP Fuel Injection and Induction Tune-Up Kit

CMY

• Increases power • Cleans fuel injectors & fuel system • Helps improve gas mileage

2-STEP Cooling System Re-Charge Kit • Safely cleans the entire cooling system • Mixes with all coolants, including extended life • Helps prolong life of cooling system components

2-STEP Transmission Tune-Up Kit • Restores performance & smooth shifting • Helps extend transmission life • Reduces friction and wear • Conditions all transmission parts

2-STEP Power Steering Fluid Tune-Up Kit • Improves performance • Cleans & protects power steering system • Decreases heat & friction

Visit us on the web at www.service-pro.com or call 1-800-313-2463 NOL_40-51.indd 43

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NUTS & BOLTS

Jeep’s iconic Wrangler is all-new for the 2018 model year. The all-new 2018 Jeep Wrangler delivers legendary off-road capability courtesy of two advanced 4x4 systems and a two-speed transfer case with full-time four-wheel drive and a 2.72:1 low-range gear ratio that is available on Sahara models. The new Selec-Trac fulltime two-speed transfer case is intuitive and allows the driver to set it and forget it, while constantly sending power to the front and rear wheels.

Advanced Fuel-Eﬃcient Powertrains

The 3.0-liter EcoDiesel V6 and all-new 2.0-liter turbocharged inline four-cylinder engines join the Wrangler lineup, while the 3.6-liter Pentastar V6 engine has been upgraded for 2018. The all-new 2.0-liter turbocharged inline four-cylinder (I4) engine with eTorque technology is rated at 270 horsepower and 295 pound-feet of torque and mated to a new eight-speed automatic transmission. The 2.0-liter turbocharged I4 engine’s torque output surpasses that of the V6 engine offered in Wrangler. The all-new eTorque system improved fuel economy, launch performance and driver comfort during start/stop operations. 44

Tech Spec: 2018 Jeep Wrangler

The eTorque system’s hybrid functions include auto stop/start, electric power assist, extended fuel shut-off, transmission shift management, intelligent battery charging and regenerative braking. Both the engine and fuel flow may be turned off during stops, coasting or when the engine is decelerating. The all-new 2.0-liter I4 engine features a twin-scroll, low-inertia turbocharger with an electronically actuated waste gate for responsiveness and performance. The turbo is mounted directly to the cylinder head to improve durability. A dedicated cooling circuit lowers the temperature of the intake air, throttle body and turbocharger. The 2.0-liter I4 engine’s fuel pump supplies the GDI engine’s 2,900-psi high-pressure common-rail injection system. The engine is part of the Global Medium Engine architecture family and features double overhead camshafts, dual independent camshaft timing and a cooled exhaust gas recirculation system. This is the first time that the combined use of a twin-scroll turbocharger, C-EGR system, central direct injection and the independent liquid cooling intake of air, throttle body and turbo have been employed together. The FCA US 3.6-liter Pentastar V6 en-

gine delivers 285 horsepower and 260 pound-feet of torque. It now features engine stop-start as standard equipment. It is engineered to provide a broad torque band with a focus on low-end torque. An all-new six-speed manual transmission is standard on all Wrangler models equipped with the 3.6-liter Pentastar V6, and a new-to-Wrangler eight-speed automatic transmission is optional. The 3.0-liter EcoDiesel engine will be available starting in 2019. Wrangler four-door models will offer the 3.0-liter EcoDiesel V6 engine, rated at 260 horsepower and 442 pound-feet of torque, with the engine stop-start standard. A new eight-speed automatic transmission is standard and is designed to handle the increased torque output. Starting in 2019, the EcoDiesel V6 engine implements new turbocharger technology with a low-friction bearing designed for low-end and transient performance. The upgraded EcoDiesel V6 engine now also features low-friction pistons to improve fuel economy, reduce greenhouse gas emissions and provide an enhanced combustion system — new injector nozzle, piston bowl and glow plug with integrated combustion pressure sensor to optimize combustion.

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Oﬀ-Road Capability

• Command-Trac 4x4 system with 2.72:1 crawl ratio standard on Sport and Sahara models • Rock-Trac 4x4 system with a “4LO” ratio of 4:1 and Tru-Lok locking differentials standard on Rubicon models • Skid plates and front and rear tow hooks • All-new front fascia and available front and rear steel heavy-duty off-road winchready bumpers with removable end caps • Approach angle of 44 degrees, breakover angle of 27.8 degrees, departure angle of 37 degrees and ground clearance of 10.9 inches • Available 17-inch off-road wheels; Rubicon models get 33-inch tires standard • Up to 30 inches of water fording • Up to 3,500-pound towing capacity To protect critical vehicle components while on the trail — including the fuel tank, transfer case and automatic transmission oil pan — Wrangler employs four skid plates and bars. Rubicon models benefit from the use of heavy gauge tubular steel rock rails to curtail potential body damage inflicted while out on the trail. The five-link rear suspension features two upper and two lower forged steer control arms for longitudinal control and a

The Command-Trac 4x4 system features a two-speed transfer case with a 2.72:1 lowrange gear ratio and next-generation solid Dana front and rear axles with a 3.45 rear axle ratio. On Wrangler Rubicon, a Rock-Trac 4x4 system features heavy-duty next-generation Dana 44 front and rear axles with a “4LO” ratio of 4:1. A 4.10 front and rear axle ratio is standard as are Tru-Lok locking differentials. With the standard six-speed manual transmission, Wrangler Rubicon has an improved crawl ratio of 84.2:1 and 77.2:1 on Rubicon models equipped with the new eight-speed automatic transmission. Both Command-Trac and Rock-Trac systems offer full-time torque management, enabling optimal grip in low-traction conditions. An available Trac-Lok limited-slip rear differential provides extra torque and grip during slippery, low-traction situations, such as driving over sand, gravel, snow or ice. Every Wrangler model receives a Trail Rated badge thanks to its 4x4 capability that includes features such as:

track bar for lateral axle control. The control arms are located outside of the frame rails while the rear shocks are splayed to provide consistent damping. The shocks have been retuned and demonstrate optimum balance between onroad handling and off-road capability. Ride comfort, body-roll control and handling is significantly improved with new shock tuning, hard points and body mount strategy. On Wrangler Rubicon models, an electronic front sway-bar disconnect is featured to provide additional wheel travel when the terrain calls for it.

New Design

Wrangler’s new exterior design is bold and rugged with a wide stance and lowered beltline with larger windows for better outward visibility, especially out on the trails. On Sahara and Rubicon models, available LED headlamps and fog lamps offer crisp white lighting. These models feature daytime running lights that now form a halo around the outside perimeter of the headlights. Dozens of different door, top and windshield combinations allow for endless con-

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figuration possibilities. A new half-door design will be available starting in 2019. The windshield’s rake has been optimized for improved aerodynamics and features a new four-bolt design at the top of the windshield’s frame to allow the windshield to fold down quickly and easily. A new header bar now connects the A-pillars and stays in place even when the windshield is folded down. This allows the rearview mirror to remain in place even with the windshield folded. New lightweight, high-strength aluminum doors now feature the Torx bit tool size stamped directly onto the hinge to eliminate guessing which tool size is needed to remove the doors. An all-new, easy-to-use Sky One-Touch powertop allows occupants to retract the full-length open canvas roof with the push of a button. An all-new premium Sunrider soft top provides another easy open-air option and has been improved by adding two additional bows to manage the fabric. This new design helps to quiet wind noise and allows for easier access to partial and full open top positions. New for 2018, the soft top features retainers that slide into a track for easier rear passenger window removal. On the interior, a redesigned center console houses the gearshift selection, transfer case and parking brake. Real bolts featured on the shifter, grab handles and frame of the infotainment screen highlight genuine construction methods. The instrument cluster features a 3.5or an available 7-inch thin-film transistor information LED display. The 7-inch LED display allows the driver to configure information in more than 100 ways, including current media being played, tire pressure or digital speed readout. Integrated buttons on the steering wheel control audio, voice and speed functions and allow the driver to keep their hands on the wheel at all times. A 7.0- or an available 8.4-inch touchscreen houses the fourth-generation Uconnect system and sits atop the center stack. The fourth-generation Uconnect system enhances the user interface and system performance with quicker start-up times and improved screen resolution. A 5.0-inch touchscreen is standard on Wrangler Sport. The available subwoofer is now located 46

on the right side of the rear cargo area, allowing for even more storage space. An under-floor storage area behind the rear seat provides room to secure small items out of sight. The glove box is now damped and like the center console, can be locked to safely secure valuables when the top is down. The available all-new Trail Rail cargo management system allows easy access to the contents in the cargo area and provides additional storage options to organize and secure cargo. The 2018 Jeep Wrangler two-door model is available in three different trim configurations: Sport, Sport S and Rubicon. Wrangler four-door models are available in four different trim configurations: Sport, Sport S, Sahara and Rubicon. The all-new base model Jeep has a starting MSRP of $27,945. A fully loaded, topof-the-line, four-door Rubicon — featuring the 2.0-liter I4 engine, an eight-speed automatic transmission, LED lighting group, cold weather group, trailer tow and HD electrical group, electronic infotainment system group, dual top group, Jeep active safety group, steel bumper group, 17-inch polished wheels, body color fender flares, leather trimmed bucket seats, all-weather floor mats, Trail Rail management system, remote-start system and remote proximity keyless entry — takes the price up to just over $51,800. Servicing the 2018 Jeep Wrangler The all-new 2018 Jeep Wrangler is equipped with an automatic oil change indicator system. The oil change indicator system will remind the driver it is time to take the vehicle in for maintenance. Based on engine operation conditions, the oil change indicator message will illuminate, indicating it is time for service. Operating conditions such as frequent short trips, trailer tow and extremely hot or cold ambient temperatures will influence when the “Change Oil” or “Oil Change Required” message is displayed. Severe operating conditions can cause the change oil message to illuminate as early as 3,500 miles (5,600 km) since last reset. Vehicles should be serviced within 500 miles (805 km) of the message. Under no circumstances should oil change intervals exceed 10,000 miles (16,000 km), 12 months or 350 hours of engine run time, whichever comes first.

At every oil change interval as indicated by oil change indicator system: • Change oil and filter • Rotate tires • Inspect battery, and clean and tighten terminals, as required • Inspect brake pads, shoes, rotors, drums, hoses and park brake • Inspect engine cooling system protection and hoses • Inspect exhaust system • Inspect engine air cleaner, if using in dusty or off-road conditions • Inspect all door latches for presence of grease, reapply if necessary Every 350 hours of engine run time or 4,000 miles (6,500 km): • Change engine oil if vehicle is operated in dusty or off-road environments or operated predominately at idle or only very low engine RPMs. This type of vehicle use is considered severe duty. Every two years or 20,000 miles (32,000 km): • Inspect the CV/universal joints • Inspect front suspension and tie rod ends, replace if necessary • Inspect the front and rear axle fluid • Inspect the brake linings, replace as necessary • Adjust parking brake on vehicles equipped with four wheel disc brakes • Replace air conditioning/cabin air filter Every three years or 30,000 miles (48,000 km): • Inspect transfer case fluid • Replace engine air cleaner filter • Change the manual transmission fluid if the vehicle is being used for any of the following: trailer towing, snow plowing, heavy loading, taxi, police, delivery service, off-road, desert operation or more than 50 percent of driving is at sustained speeds during hot weather, above 90 F (32 C) Every four years or 40,000 miles (64,000 km): • Change front and rear axle fluid if vehicle is used for police, taxi, fleet, off-road or frequent trailer towing Every 60,000 miles (96,000 km): • Replace spark plugs (2.0L engine only) Every six years or 60,000 miles (96,000 km): • Change transfer case fluid if vehicle is used for any of the following: police, taxi, fleet or frequent trailer towing Every 10 years or 100,000 miles (160,000 km): • Replace spark plugs (3.6L engine only) • Inspect and replace PCV valve if necessary Every 10 years or 150,000 miles (240,000 km): • Flush and replace the engine intercooler (if equipped), battery (if equipped) and motor generator unit (if equipped) coolant Fluids & Capacities Motor Oil: SAE 5W-30 (2.0L engine), SAE 0W-20 (3.6L engine); capacity is 5.0 quarts (4.73 liters) Coolant: Mopar Antifreeze/Engine Coolant 10 Year/150,000 Mile Formula or equivalent; capacity is 10.3 quarts (9.7 liters) for 2.0L engine; 3.2 quarts (3.0 liters) for 2.0L engine intercooler without motor generator unit; 3.5 quarts (3.3 liters) for 2.0L engine intercooler with motor generator unit; 2.5 quarts (2.4 liters) for 2.0L battery coolant; 11.2 quarts (10.6 liters) for 3.6L engine; 1.9 quarts (1.8 liters) for 3.6L motor generator unit; 2.5 quarts (2.4 liters) for 3.6L battery coolant 

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Automotive Recalls As a service to your customers, please note the following vehicles that have been recalled by the National Highway Traffic Safety Administration (NHTSA) or by their manufacturers. Note these recalls apply only to items that could affect vehicle occupancy safety. Items listed under separate manufacturer technical service bulletins are not always covered by warranty. 2019 Toyota Avalon, Avalon Hybrid; 2018-2019 Toyota Sequoia, Tundra Toyota Motor Engineering & Manufacturing is recalling certain 2018-2019 Toyota Tundra and Sequoia vehicles and 2019 Toyota Avalon and Avalon Hybrid vehicles. The air bag electronic control unit (ECU) may erroneously detect a fault during the vehicle start-up self check. If this occurs, the ECU may not deploy the airbags as intended in the event of a crash. As such, these ve-

hicles fail to comply with the requirements of Federal Motor Vehicle Safety Standard No. 208, “Occupant Crash Protection,” and No. 214, “Side Impact Protection.”

Excessive voltage in the Intelligent Power Module (IPM) within the inverter may cause the hybrid system to shut down, causing the vehicle to stall while being driven.

2019 Toyota Avalon

2014 Toyota Prius

If the air bags do not deploy as intended, it can increase the risk of injury in a crash. Toyota will notify owners, and dealers will update the software for the air bag ECU, free of charge. 2010-2014 Toyota Prius; 2012-2014 Prius V Toyota Motor Engineering & Manufacturing is recalling certain 2010-2014 Toyota Prius and 2012-2014 Toyota Prius V vehicles.

If the hybrid system shuts down unexpectedly, it can increase the risk of a crash. Toyota will notify owners, and dealers will update the software for the motor/ generator control electronic control unit (ECU) and the hybrid control ECU as necessary, free of charge. 2018-2019 Jeep Wrangler Chrysler is recalling certain 2018-2019 Jeep Wrangler vehicles. The front track bar brackets may be improperly welded, which can cause the bracket to separate from the frame, reducing steering capability. 2019 Jeep Wrangler

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An unexpected reduction in steering ability can increase the risk of a crash. Chrysler will notify owners, and dealers will inspect and repair the track bar bracket welds, as necessary, free of charge.

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seatbelt pretensioners not deploying in the event of a crash. In the event of a crash, if the air bags or seatbelt pretensioners do not function as intended, there would be an increased risk of injury. Honda will notify owners, and dealers will replace the SRS unit, free of charge. 2017-2018 Honda Civic, CR-V Honda is recalling certain 2017-2018 Honda Civic and CR-V vehicles. The magnet that controls the torque sensor output signal for the electronic power steering system may not be properly secured, allowing the magnet to become dislodged. During a full lock turn, the dislodged magnet may cause steering assist to be applied in the opposite direction.

If the child seat is not properly secured in the event of a crash, it can increase the risk of injury. GM will notify owners, and dealers will inspect the rear seatbelt retractors and replace them, if necessary, free of charge. 2019 Volkswagen Jetta Volkswagen Group of America, Inc. is recalling certain 2019 Volkswagen Jetta vehicles equipped with LED headlights. The passenger side headlight may be incorrectly positioned, reducing the driver’s visibility when it is dark. As such, these vehicles fail to comply with the requirements of Federal Motor Vehicle Safety Standard No. 108, “Lamps, Reflective Devices and Associated Equipment.”

ers will replace the single-screen filter banjo bolt with a dual-screen filter banjo bolt, free of charge. 2006 Suzuki Grand Vitara Suzuki Motor of America, Inc. is recalling certain 2006 Suzuki Grand Vitara vehicles. The power steering pump belt tension adjuster pulley has an outer portion that is made of plastic. Repeated heat stress can cause the plastic material to deteriorate, causing pieces of the pulley to break off. 2006 Suzuki Grand Vitara

2019 Volkswagen Jetta

2018 Honda Civic

The unintended steering input reduces vehicle maneuverability and increases the risk of a crash. Honda will notify owners, and dealers will replace the steering gearbox assembly, free of charge. 2018-2019 Cadillac CT6, Escalade ESV; 2018-2019 Chevrolet Suburban, Volt; 2018-2019 GMC Yukon XL General Motors LLC is recalling certain 2018-2019 Cadillac CT6, Escalade ESV, Chevrolet Suburban, Volt and GMC Yukon XL vehicles. Certain second-row or third-row rear seatbelt retractor assemblies may not automatically lock when the seatbelt is fully pulled out of the retractor, possibly preventing a child seat from being properly secured. As such, these vehicles fail to comply with the requirements of Federal Motor Vehicle Safety Standard No. 208, “Occupant Crash Protection.” 2018 Cadillac Escalade

A reduction in the driver’s visibility can increase the risk of a crash. Volkswagen will notify owners, and dealers will replace the passenger side headlight, free of charge. 2016-2019 Volvo VNL Volvo Trucks North America is recalling certain 2016-2019 Volvo VNL trucks equipped with Cummins ISX15 diesel engines. In certain driving conditions, such as on a long downhill grade, the fuel line may burst if the fuel pump cooling circuit screen becomes restricted.

Broken pieces of the pulley can get caught between the pulley and the drive belt, causing the drive belt to come off, resulting in a sudden loss of power steering assist, increasing the risk of a crash. Suzuki will notify owners, and dealers will replace the power steering pump drive belt tension adjuster pulley, free of charge. 2017-2018 Kia Niro Kia Motors America is recalling certain 2017-2018 Kia Niro hybrid electric vehicles. The main relay within the power relay assembly (PRA) may have inadequate connections between its contacts, causing increased electrical resistance.

2018 Volvo VNL

2018 Kia Niro

If the fuel line bursts, fuel may leak onto the road resulting in a roadway hazard for other motorists. The engine may also stall without warning, resulting in the vehicle’s inability to restart, increasing the risk of a crash. Cummins will notify owners, and deal-

The increased electrical resistance can overheat the rear seat, which is above the PRA, increasing the risk of a fire. Kia will notify owners, and dealers will inspect the PRA for damage. If no damage is found, the main relay will be replaced. If damage is found, the PRA will be replaced. These repairs will be performed, free of charge. For a complete list of this month’s recalls, visit: www.noln.net 

www.noln.net

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WISHING YOU AND YOURS A HAPPY AND HEALTHY HOLIDAY SEASON!

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HOW DID WE GET TO DEXOS:

What You Need to Know About GM’s Motor Oil Spec By Steve Swedberg

eneral Motors’ dexos brand of engine oil has been out since 2011. The question many have is why GM developed their own oil specification. After all, they are members of the International Lubricant Specification Advisory Committee (ILSAC) group of automotive OEMs. They have sponsored API GF series engine oils, which includes the current API GF-5, as well as the more familiar API service categories, the most recent of which is API SN and SN-RC. This all started back in 2009 when GM started to analyze their resource issues with the idea to reduce engineering, testing and validation. This study was global and addressed timing and financial concerns. At the time, GM had a number of internal engine oil specifications that created logistical problems. What was originally called “GEOS” was expected to create engine oil specifications that were global;

which would eliminate replication of the resources that were being used to develop and maintain multiple specifications. By creating a single oil specification, GM would be able to ensure oil quality for engine development and production globally. GM believed that by testing and validating engines with GEOS on a global basis, they would improve quality and create greater customer satisfaction. In addition, the new oil would allow for faster development of engines with improved fuel economy and emissions, as well as optimized drain intervals. GM didn’t give up on ILSAC specifications, but the global reach of GEOS was a large inducement to move forward. According to GM, engineers from around the world identified engine oil characteristics that they thought were important for their engines. They selected the oil improvements that were needed to address their current and, more impor-

tantly, future needs. Then, they selected tests and limits that would address the needs that had been identified. By the time the first tests and specification had been developed, the brand name had become dexos. dexos1 is GM’s global engine oil specification for gasoline engines, which replaced GM 4718M and GM 6049M. Although it was specified for all GM vehicles starting with the 2011 model year, it was also promoted as an excellent choice for previous model year vehicles. According to GM, oils meeting the dexos1 specification exhibit enhanced performance compared to many oils on the market today. In fact, the dexos1 specification is made up of a combination of some of the most demanding tests found in industry specifications, such as those from the American Petroleum Institute (API) and the European Automobile Manufacturers Association (ACEA).

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One of the advancements in engine oil for dexos1 was the introduction of a viscosity grade (SAE 0W-20) that was not recommended at the time. GM apparently thought they would be recommending this grade in the near future and included it in dexos1. It was being recommended by Japanese automakers. SAE 5W-30 was the recommended oil viscosity at the time. By 2015, GM was ready to introduce dexos1 Gen2. This product was an improvement over dexos1 and included tests that will be a part of the long-awaited GF-6, which is currently targeting for introduction in 2020. Two major improvements from the original to Gen2 were the introduction of another non-specified viscosity grade, SAE 0W-16, and the introduction of a low speed pre-ignition test. In addition, GM also added an engine test measuring resistance to aeration. This latter test was added because new GM engine designs utilizing variable valve timing require the engine oil to also act as a hydraulic fluid. Air entrainment in this type of application can seriously degrade the operation of the valve system. The issue for OEMs in general, and GM in particular, is they believe the current process (ILSAC/API) is too slow to react to changes in the marketplace. As everyone knows, fuel economy and emissions reductions are the driving forces for significant change in vehicle and engine design, not to mention transmissions. Both of these parameters are interconnected and are due for major tightening of limits between now and 2025. Fifty years ago, engines delivered about 0.5 HP per cubic inch of displacement.

That’s why high-displacement engines ruled. A 283 CID engine would deliver about 140 HP. Today, engines are delivering 1.5 or more HP per cubic inch! That means a 93 CID (1.5L) engine would be able to deliver the same 140 HP. In addition, these smaller engines have very sophisticated fuel delivery systems such as stop/start, variable valve timing and gasoline fueled, direct injection, with turbochargers. On top of that, low speed pre-ignition is an existing problem with the newer engines. All of these systems require substantially better engine oils.

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“So the bottom line to the dexos1 Gen2 story is that it is a carefully created product for GM’s engine oil needs an re ects the r es re to have a single engine oil to recommend globally.” GM dexos1 Gen2 is a combination of API tests and ACEA (European) tests, with some GM-specific tests included. Simply stated, that means it is ILSAC/API GF-5 and API SN Plus. In some cases, the test limits for dexos1 Gen2 are more stringent than the API limits. GM continues to evaluate new engine designs and seeks to improve their oil recommendations to protect the latest engine configurations. Getting down to oil formulation specifics: there are some fundamental issues regarding engine oils that should be addressed. In order to successfully blend an SAE 0W-16 with 13 percent maximum volatility, there are some specialized base oils needed. The simple fact about base oils is that with lower viscosity, there is an increase in volatility. In order to meet lower volatility limits, either synthetics or carefully manufactured base oils are required. The cost differential between true synthetics and conventionally refined base oils is significant. The solution to that is to make a finished oil that is a blend of the two, based on viscosity versus volatility. It’s not easy, but it can be done. Once the base oil combination is selected, the additive chemistry needs to

be developed. For dexos1 Gen2, special attention is needed to meet LSPI and variable valve timing issues. Additional oxidation resistance, as well as limited metallic ash content, have been shown to impact both of these tests. Of course, the need for dispersants, enhanced foam inhibitors, antiwear additives, friction modifiers, pour point depressants and viscosity modifiers still remains. All of this needs to be carefully balanced — which is a major undertaking. That’s why additive companies spend so much time and resources to develop new additives for any new or additional specification requirement. Some have asked if a booster additive can be added with current oils to meet dexos1 Gen2. That would be a great solution to the logistical problem. Unfortunately, it can’t be done. Each additive system has a unique combination of components that are really balanced on a technical knife’s edge. If an additional material or booster is added to the system, it is likely to upset everything — and what was once an approved API category product is now untested and not approved.

So the bottom line to the dexos1 Gen2 story is that it is a carefully created product for GM’s engine oil needs and reflects their desire to have a single engine oil to recommend globally. It also helps satisfy their need to move quickly when new hardware is developed for their marketplace. While dexos1 Gen2 is the most widely recognized of the specific OEM oils, it is not the only one. The Japanese engine oil market is based on what is called “Genuine” oils. These are engine oils designed and tested by the OEM and recommended strongly for their engines. Toyota, Honda, Nissan and others all use this system. The oils are not necessarily the same in performance as the API/ILSAC oils. Each engine manufacturer has their own special interests and formulates their oil for specific performance needs or wishes. The European automakers also specify engine oils according to their own specifications, just as GM does. The ACEA engine test protocols define market-general oils, while individual OEMs require additional testing. There is a trend occurring in the North American oil marketplace, which looks more and more like the GM system. It may not be too long in the future before we return to the 1950s and 60s when every OEM had their own oil. Oil marketing is sure to be a challenge.  STEVE SWEDBERG has over 50 years of experience in the oil industry. He has a Bachelor of Science degree in chemistry and graduate work in business administration. He also has extensive training in petroleum products technical service as well as total quality management. His work experience includes lubricants research and development with ARCO and UNOCAL, oil additive marketing at Edwin Cooper (now Afton) and Chevron Oronite and lubricants marketing with Pennzoil. He managed technical groups related to oil marketing, product quality and technical services. Swedberg has also been involved with several industry organizations including STLE, NLGI, ASTM and, most notably, SAE, where he was Technical Committee 1 (Engine Oils) chairman from 1992 to 1996. While in that position, he was able to help influence industry direction as well as make many valuable industry contacts. Swedberg is currently consulting on lubricating products and additives and is a technical writer.

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PROTECTION IN THE PIT:

Valvoline Develops A New Face Guard By Jim Baumer

orking on the underside of vehicles presents unique hazards to automotive technicians. Quick lube technicians must navigate a constant stream of vehicles passing through bays and overhead. This significantly heightens the risk of technicians having their heads impacted by the bottom side of a car or truck, or worse. Then there are many hot chemicals and fluids and the potential of burns from these, as well as trips and falls, too. The Bureau of Labor and Statistics reports in the U.S., 3.9 out of every 100 full-time workers employed in automotive repair and maintenance in 2011 suffered various types of nonfatal accidents. This rate of accident was much higher than other industries considered dangerous, like mining and chemical production. Valvoline Instant Oil Change (VIOC) has made the safety of their shops a central component of their corporate culture. They’ve committed to a “zero-incident” mindset in their approach to keeping employees safe. Speaking with Eugen Oana, VIOC’s senior manager of environmental health and safety, he explained how his company has moved from mere compliance to empowering employees to make a real impact, while managing their own safety.

“We needed something that was impact-resistant but didn’t have issues with oil and u s caus n the ace sh el to become smeared and cloudy.” 56

“In the past, our company operated from a position of compliance. This isn’t uncommon in our industry,” Oana aid. “We did what we did, because ‘we had to do it.’” Oana explained that over the past seven or eight years, there’s been a shift, which has been driving what he calls a “culture of commitment” in terms of safety at Valvoline. “We’re looking to develop a mindset of employees who’ve bought-in to being safe, while making sure their teammates are working safely. It creates an environment of caring and supporting one another,” he said. For more than a decade, Valvoline has been collecting and tracking data on safety and injuries. This began in 2006, when they mandated bump caps and safety glasses. These became the standard for safety in keeping technicians safe and free from injury, but Oana and other managers didn’t think it was enough. Given the types of exposure that technicians have working below vehicles, it wasn’t uncommon for other injuries to occur. Burns and cuts and scrapes are typical injuries for technicians. Then, there was the issue of protecting the head and face.

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Moving Beyond Bump Caps

Oana’s team began considering head protection that went beyond mere bump caps. “With quick lubes, cars are coming in with engines that have been running,” Oana said. “Hot fluids, engine parts and unprotected edges are common hazards. We wanted something more that protected the faces of our technicians, while shielding them from bumps.” He explained that this wasn’t primarily due to a large number of injuries, but it aligned with their commitment to fostering the company’s zero-incident culture. There was a recognition that they could do better. First, Oana considered other industries that utilized head and facial protection: lumber and welding. Both the welding face protection and the kind used in the lumber industry seemed like they might work. However, smearing from oil and fluids landing on the shield became an immediate problem when tested. “No matter what we used to treat and clean the shield, it hindered visibility,” Oana said. “Also, our techs are wearing it for six to eight hours a day — overheating was also a problem.” Because technicians use a system of “call-outs” from the pit to team members in the bay and vice versa, the lumber-style helmets impeded communication. After testing a variety of off-the-shelf products, it became evident that Valvoline would need to develop their own prototype. They ended up partnering with a company that developed plastic injection molding. Finding a product that met the company’s needs and didn’t impede their technicians involved a process and time. “We went through several iterations, involving various resins and plastics,” Oana said. “We needed something that was impactresistant, but didn’t have issues with oil and fluids causing the face shield to become smeared and cloudy.” Oana also knew that it was important to involve the technicians in the process. He shared with them the goals in the prototyping process: • Protect team members • Issue-free • Looked “cool” (as in stylish) “That final one was very important: if it wasn’t ‘cool,’ then they wouldn’t wear it,” laughed Oana.

The Roll Out

At Valvoline, managers would meet annually. Oana said that these meetings were called “safety stand-down meetings.” “They tended to be much more formal, and in my opinion, they didn’t always communicate a positive message,” Oana said. Oana knew he needed to shift the focus of these meetings. He said he wanted to effect change and facilitate buy-in from managers and front-line employees. It was the difference between getting employees to do it because they had to, versus doing it because they wanted to do it. By involving technicians and assistant managers in what he began calling “safety tailgates,” Valvoline immediately experienced a reduction in injuries within two to three months. The only change was meeting one-on-one with employees, while removing middle 58

managers. Oana said he also believes this helped streamline getting the new face guard developed and into their shops. “We are communicating with our frontline employees, letting them know they are the ones driving safety at Valvoline,” Oana said. “Meeting directly with hourly team members communicated to them that they were just as important, and actually more important than, the store manager in changing and shifting our safety culture.”

Safety As a Culture

With safety and other major initiatives, the key is often getting the management team to buy-in and commit to implementing the program. Oana recognized that as long as he could validate a trend, he wouldn’t have pushback from above. “To develop a face guard from scratch is a massive undertaking and costly. There could have been resistance to developing a face guard from scratch. Upper management could have said that our injury experience didn’t warrant the cost of doing this — but they didn’t,” Oana said. “First and foremost, they wanted the best solution, and they challenged me to find it.” In terms of how well the face guard has been received, Oana indicated that criticism and pushback has been minimal. “Humans don’t like change,” he said. “We’re now four years into this, and they know that we didn’t simply ‘push this downhill.’ Because we piloted this, we heard them and incorporated their feedback, they knew we were serious about including them — the end-user. That’s the only way we could have made this happen.” In a culture committed to safety, Valvoline has created an environment that Oana indicated is self-policing. “We don’t have to manage our people — they manage themselves.” 

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How To Foil The By William Lynott

Identity Thieves

he identity thieves are looking for you. They love small business owners because they make such profitable victims. If they catch up with you, they could destroy your personal financial standing — or even your business. Like all predators, identity thieves stalk their targets, strike without warning and then disappear into the night with their bounty. Their attacks produce delayed reactions. It may be months, even years, before their victims become aware of their plight. Traveling the painful road to financial recovery can take many more months, sometimes years. The ultimate cost to the victims and their families often proves to be a financial and emotional catastrophe. These criminals would like to make you their next victim, and national statistics suggest they have a good chance of doing so. Nearly 60 million Americans have been affected by identity theft, according to a 2018 60

online survey by The Harris Poll. That same survey indicates nearly 15 million consumers experienced identity theft in 2017.

Identity Thieves Don’t Have to Be Smart

Unfortunately, identity theft is an easy crime to commit. Using personal information about you, the thief assumes your identity, obtains false ID and sets out to purchase huge amounts of merchandise in your name. It wasn’t you who bought all those products and services — tens of thousands, perhaps hundreds of thousands of dollars’ worth — but now it’s up to you to prove that. And that job often turns out to be far more difficult than you could ever imagine. Jan Jacobs, of Burlington, Vermont, struggled to repair the damage caused when her identity was stolen. “My first hint of trouble came in the form of a letter from a credit card company saying that they had been trying to reach

me by telephone. It turned out that someone was attempting to open a new credit card in my name. Until then, I had no idea that I had been victimized,” she said. Jacobs took corrective action immediately. “I called the credit bureaus and asked them to put a fraud alert on my accounts, spent two hours on a consumer hotline trying to find out what to do next and launched myself on what seemed to be an endless route of tedious paperwork and phone calls.” While she was working to get her name cleared, she ran into trouble trying to get a car loan. Eventually, after many months, she was able to repair the damage. John Stevens, Jr. provided an even scarier example of the devastation wreaked by identity thieves. Stevens was at his Maryland home on a day he remembers well. The phone rang. When he picked it up, his nightmare began. The call was from an investigator for Na-

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tionsBank asking why Stevens was “delinquent” on payments for a Jeep Cherokee, bought in Dallas a year earlier. “I don’t have a Jeep Cherokee,” Stevens protested. “And I haven’t set foot in Texas in over 30 years.” True, but his name was on the contract, and so was his Social Security number. Soon thereafter, Stevens and his wife learned that someone had bought four more cars and other items worth more than $113,000 in their names. Their excellent credit had been destroyed. “After a lifetime of integrity,” Stevens said, “I was essentially being accused of embezzlement and treated like a deadbeat.” It took three years of paper work and $6,000 in legal fees for Stevens to clear up the mess. In the meantime, he was denied a loan to build a vacation home, harassed by debt collectors and forced to pay cash for everything he bought. The crowning blow came when their home was put under surveillance by investigators looking for the missing Jeep. Other identity theft victims have had their drivers’ licenses suspended, been turned down for jobs or even jailed for offenses committed by total strangers.

You May Already Be a Victim

The FTC reports that many victims don’t discover their plight for more than a year — some for as long as five years. Jeanine Guilfoyle of Bergen County, New Jersey, became a victim of identity theft some years ago and said she will never forget the experience. “I received letters from several department stores. When I opened them, I found new credit cards with my name on them that I had not applied for. When I called to cancel the cards, I was told they had already been maxed out. Apparently the thieves applied for ‘instant credit’ at the stores and immediately spent the limit. “I had to call each of the stores’ credit departments, call the credit bureaus, get a new driver’s license and contact Social Security. It took months of paperwork, phone calls and correspondence. I finally got things straightened out, but not before I was stressed to the point that I broke down.” How can this happen? How can a criminal you have probably never met assume your identity and cause you so much grief?

The magic key that allows a thief to open the door to your life may be in your purse or wallet right now — your Social Security number. (The Social Security Administration is working to help with this problem by issuing new cards that do not contain Social Security numbers.) Of all the tools coveted by identity thieves, driver’s licenses, credit cards, etc., your Social Security number is the most sought after prize. It’s astonishingly simple to steal a person’s identity starting with nothing more than those nine digits. With that information, the thief can easily apply for and obtain credit cards and driver’s licenses in the victim’s name.

+ + +

How Can You Protect Yourself?

The Federal Trade Commission (FTC) offers these tips: + Give your Social Security number only when legally necessary. Some experts suggest that you refuse to divulge your Social Security number to anyone other than government agencies and companies such as banks, brokerage firms and employers. (These companies are

required to report their dealings with you to the federal government and must have your Social Security number to comply.) Before revealing personal identifying information to anyone, find out how it will be used and whether it will be shared with others. Pay close attention to your billing cycles. Follow up with creditors if bills do not arrive on time. Minimize the identification information and the number of credit cards you carry to what you actually need. Order a copy of your credit report from the three credit reporting agencies every year. Make sure they are accurate and include only those activities you’ve authorized. Keep items with personal information in a safe place. Tear them up or shred them when you don’t need them anymore. Make sure charge receipts, copies of credit applications, insurance forms, bank checks and statements, expired charge cards and credit offers you get in the mail are disposed of appropriately.

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What To Do If You Become A Victim Of Identity Theft

If you learn that your identity has been stolen, you must act quickly. Start by calling the police and asking for a crime report. You’ll need that to attach to letters you’ll send to banks and credit card issuers. File a complaint with the FTC by contacting their Identity Theft Hotline, by telephone (877.438.4338), by mail (Identity Theft Clearinghouse, Federal Trade Commission, 600 Pennsylvania Avenue, NW, Washington, DC 20580) or for online help, log on to: www. consumer.gov/idtheft

Contact the fraud departments of one of the three major credit bureaus and report that your identity has been stolen. It’s no longer necessary to call all three: Equifax (report fraud: 800.525.6285), Experian (report fraud: 888.397.3742) or Trans Union (report fraud: 800.680.7289). Ask them to place a “fraud alert” on your file. Contact the security departments of any creditors or financial institutions where your accounts may have been compromised. Close those accounts, and apply for new ones. Put passwords (not your mother’s maiden name) on any new accounts you open. You may want to run a background check on yourself, since crimes committed in your name will wreak havoc on your credit standing. You can run a check on yourself at: www.truthfinder.com 

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A Stitch in Time

Here’s a little trick that will make life a bit easier if you ever find that your identity has been stolen: Take everything containing personal information out of your wallet or purse — driver’s license, credit cards, everything. Then make a photocopy of both sides of each item. Put the copies away in a secure place, and you’ll have phone numbers and addresses of the people and agencies that you need to notify in the event of trouble. Modern technology, the Internet and our ability to gather and store huge amounts of personal data on individuals have all contributed to the evolution of identity theft.

Don’t Become a Victim of Phishing

In the latest variation of identity theft, a technique known as “phishing” is rapidly becoming a major threat to consumers. To avoid becoming a victim, watch out for emails designed to look like messages from legitimate companies and government agencies. These messages often provide direct links to websites that have been expertly designed to look like legitimate company sites. This is where you must be especially vigilant. These “counterfeit” websites not only look like the real thing, but they often make use of legitimate logos and trademarks. Using a ploy such as “updating our records,” email predators usually ask for sensitive information such as Social Security number, credit card numbers and mother’s maiden name. No legitimate company or agency will ever ask you to send that kind of personal information to them in an e-mail. If you respond to such a request, you almost surely will be targeted as an identity theft victim. Experts suggest that you never click on a link to a website that has been sent to you by email. The best solution: hit the delete key, call the company directly or forward the message to the Federal Trade Commission. Perhaps the same kind of technology that has helped to make identity theft a major national problem will eventually help us to find a solution. In the meantime, take the most important step needed to keep you out of that kind of trouble. Get in the habit of protecting your Social Security number and other personal information as if your financial life depends on it. In a very real sense, it does. 

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Train Like Your Wallet Depends On It

VIEWPOINT

Writing The Plan: If You Fail To Plan, You Plan To Fail By Lenny Saucier

Someone, somewhere, said it first: “If you fail to plan, you plan to fail.” Google it. You will see a bunch of people assigned credit for it. But more importantly, you will also see this phrase has been credited to many great leaders — leaders who were not just tasked with being accountable for a project, but accountable for starting movements. Walking into a business, shop or life event without a plan is no more useful than hanging the cash drawer key on a hook next to the register. The idea of securing your funds is ruined by the idea of simplicity and convenience. So far, you should have a pretty good idea that I am all about people and culture. I have talked at length about making sure you have set your system up to support people, so you can execute your plan. So,

fill your team up with great people, and let them know you are going to lead them to greatness. If you don’t have a laid-out plan, you will inevitably have a team of zombies staring at you for substance. They want what is in your head. They joined your team to excel. Don’t let them down.

Tech Training

Last month, you were tasked with looking at your specific positions within the shop. Most technicians can be broken up into four or five categories. • Courtesy: Drives the vehicle, cleans windows, airs up tires, checks lights and applies the window sticker. • Hood technician: Inspects the fluids, air filters, belts, hoses and adds oil. • Pit technician: Changes the oil and fil-

“Do not shortchange your wallet with the idea of simplicity and convenience. Your processes are your

bible. Processes must be detailed, or they will be eroded by your crew.”

ter, checks and services the gearbox, differentials and services the chassis. • Service writer: Brings the customer through the oil decision, service reviews and cashing out. This is basic Section 4-8 of the AOCA Tech Academy stuff. It is important to write out your training for the technician positions. We know that most of them will not read it, but you must have a reference point. Otherwise, you are stuck with the statement, “I thought we did it this way.” When writing this section, be sure to cover the following areas: • Safety: What are the dangers in this part of the job? • Tools: What tools are needed to do the job? • Why: Why is it done/how does it benefit the customer? • How to do it: How do you want it done, including call outs or commands? • Completion: What does it look like when it’s done properly (including time)? Your checklist should go right along with the training material and would be a signed off guide to your work. It can be as simple as using an excel sheet: TASK

Identified the safety hazards Identified the proper tools and how to use them Located the correct psi and filled/extracted to the correct PSI

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Forrest

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Erik

Forrest

9/15/18

Erik

Forrest

It may seem tedious, and you may say that this would take too long to write. This is a common mistake when you attempt to simplify the training process. Do not shortchange your wallet with the idea of simplicity and convenience. Your processes are your bible. Processes must be detailed, or they will be eroded by your crew. There are several training plans out there for purchase to customize, if you do 64

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“Once you have accomplished procedural training, you should prepare your employee to start climbing the ladder. Showing a growth plan and teaching

them new skills will quench their thirst of being needed and help them to see the bigger picture.”

not wish to build your own. Here are a few things to consider: 1. The more detailed the plan is, the lesser the chance of them “doing it their way.” 2. If brought to court, training records can be subpoenaed. You can make a strong statement with detailed training reports. 3. If you don’t want to write it, consider hiring someone who likes to write training materials. The chubbier the writer the better! (Wink, wink.)

Ladder Training

Once you have accomplished procedural training, you should prepare your employee to start climbing the ladder. Showing a growth plan and teaching them new skills will quench their thirst of being needed and help them to see the bigger picture. This is a great retention point for the millennial employee. The promotion ladder may include steps like lead technician, assistant manager and manager. This may be challenging if you are a single shop or a shop without much turnover. However, you should still strive to teach them as much as possible. If the opportunity comes up, you want to make sure you have someone ready to fill the spot. Plus, crosstraining is always a good idea. Study what you want your hierarchy to look like. What does each one of those positions entail? Just as you wrote the procedures for your technician, you’ll want to write the procedures for your closers, openers, leads, etc. There is one difference. If I were to hire a technician, I would hire him as a technician and train him how to do the job. If I were to promote a technician to an assistant manager, I would have already trained him to do the job before he took it. Consider any sports team; you do not start a team member and then show them how to perform their duties. Also, the second string does their job and stands

waiting for their time to shine. You may lose a few along the way, but we will cover that in another section. So, after your technician training is complete, start the process of training them to be a lead tech. Once they are promoted to a lead technician, start your assistant manager training.

Homework

Being Christmas time, I am going to let you off this month with no homework. Next month will be a new year, and we get to look at how we react to others and how we should react to others — kind of a New Year’s reflection. Next month we’ll cover personality

ion etit

co The

profiling, and it’s one of my favorite sections. Decide that you can really make a difference in your team, and then read my next few articles. Or, think your people skills are top-notch and watch your people go to the competitors and succeed. It’s your wallet after all. Until then, be great!  LENNY SAUCIER has spent the last 17 years developing future quick lube leaders for one of the fastest growing quick lubes in the nation. His procedural and development consulting has brought him around the world to spread knowledge in the United States, Canada and Saudi Arabia. His experience has placed him on many boards and committees with the AOCA, Take 5 and MAP/AMRA. Saucier can be reached at fmgventures@gmail.com for comments and consulting requests.

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Automotive Maintenance

VIEWPOINT

Taking a Dim View of Out-Of-Stocks By Tim Craig

It’s the late 1980s, and I’m in Lake Buena Vista, Florida, standing in a wiper booth at one of the first fast lube trade shows. There are about 30 exhibitors; almost all are oil or filter companies, and I glance over to the booth across the aisle. The representative from an oil company is facing me with a puzzled look on his face, and I nod my head in a friendly manner. He then walks over and says to me, “What are you doing here?” I responded that our wiper manufacturing company sees an opportunity in the fast lube market, as wipers can easily be changed while the oil change service is being performed. The fellow shook his head and replied, “You’re wasting your time, buddy. This industry will never do anything but change oil and filters.” Seldom in automotive history has there ever been a more erroneous prediction. It was so wrong, because we now know that without add-on services the fiercely competitive fast lube industry could not survive. Additional services provide the profit that makes up for the low margins required to compete in the oil change arena. However, there are basically two types of add-ons. The first type addresses preventive maintenance. These are services that are targeted at ongoing automotive maintenance — services that usually prolong the life of the vehicle. These could include air filter replacement, radiator

and transmission flushes or intake system cleaning. These benefit the consumer, but are not immediately critical to the operation of the vehicle. Then there is the second category: repairs. This includes replacement parts that are broken and need to be repaired in order to ensure safe operation of the vehicle. Examples of these repairs are leaking oil drain plugs, damaged wiper blades and (the subject of this article) burned out headlights. The best full-service fast lube shops will always perform a complete safety check and fill out a vehicle inspection form. This communicates to your customer that you are caring for all critical components of their vehicle, not just providing oil changes. The forms simplify the process, detail areas of concern or attention and act as a written guideline for immediate or future required maintenance. These forms are the backbone of every safety-check process. You may not even have to purchase forms, since some suppliers provide them free of charge. Check with your supplier, because a few go one step further and custom design a form to fit your facility’s needs. Every form I reviewed includes a section for exterior lighting — because all exterior lights are easy to check and most are easy to replace (although not all). In the case of headlights, the industry expe-

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riences a one in 10 failure rate, based on data from those shops that perform safety inspections — well worth the time and effort to ensure your customers’ safety. The completed form brings us to the safety check review with the customer. When recommending a “preventive maintenance” item with the customer, many times they resist having the service performed for a variety of reasons, such as checking with their spouse, or they do not have enough time right now, or they may even plan to sell the car and want to put minimum investment into it, etc. On the other hand, when you discover a burnedout headlight, it becomes an immediate call to action to ensure safety of the driver and their passengers. Please note: the first shop that discovers the headlight failure gets immediate customer approval over 90 percent of the time. Drivers need to clearly see the road at night to ensure safe driving, so it makes sense to replace the light as soon as possible. This is a great position for the service provider, but only under one condition — as long as you have the part in stock! Few customers will wait an hour while the local parts store delivers the part, and then while your technician replaces the headlight. It is one of those items you must keep in stock for a successful replacement service. We all know that part number proliferation is an ongoing problem for every line, and it keeps multiplying in the lighting category. In lighting, it really started in 1976, when square sealed beams started appearing, and they replaced the standard round style. Round sealed beams were the only style headlights used since they became federally mandated in 1940. Now, sealed beams are becoming ancient history, and installers are having to address the replacement of halogen, HID and LED bulbs. HID

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and LED products are rapidly becoming much more common, even on mainstream vehicles. But, there are still some new halogen and miniature lamp part numbers that are showing up toward the top of every supplier’s popularity listing. Let’s review the most popular newer miniature lamps, halogen and HID headlamp capsules that should already be in your lighting cabinet — but they may not be: • 7440 Rear turn signal bulbs for 2000+ Honda/Acura, Nissan/Infiniti, Toyota/ Lexus • 7440NA Rear turn signal bulbs for 2000+ Ford, Honda/Acura, Nissan/Infiniti, Toyota/Lexus • 7443 Front turn signal bulbs for 2003+ Honda/Acura • 9003 Halogen headlamp bulbs for 2000+ GM, Honda, Hyundai, Infiniti, Kia, Mazda, Subaru, Toyota, Volkswagen • 9005L+ Halogen headlamp bulbs for 1995+ GM, Fiat Chrysler (FCA), Ford, Hyundai, Nissan, Tesla, Toyota • 9008(H13) Halogen headlamp bulbs for 2005+ FCA, Ford, Mini, Nissan • 9012LL Infrared halogen headlamp bulbs for 2011+ GM, FCA, Ford, Hyundai, Jaguar, Scion, Toyota • 9145 Halogen fog lamp bulbs for 2000+ GM, FCA, Ford, Mitsubishi, Toyota/Lexus • H1-55W Halogen headlamp bulbs for 2000+ Audi/VW, Nissan/Infiniti, Jaguar, Lexus, Mazda, Subaru, Honda • H11B Halogen headlamp bulbs for 2007+ Ford, Hyundai/Kia • H11-55W Halogen headlamp bulb — No. 1 selling halogen capsule in 2017 • D1S HID headlamp for 2006+ BMW/ Mini, GM, FCA, Honda, Hyundai/Kia, Jaguar/Land Rover, Mercedes, Porsche, Volvo • D2S HID headlamp for 2000+ Acura/ Honda, Audi/VW, BMW, GM, FCA, Nissan/Infiniti, Jaguar, Lexus, Mazda, Mercedes, Porsche, Subaru, Volvo • D3S HID headlamp for 2014+ Ford, FCA This lineup of lights feature bulbs that are not only newer, but, most importantly, they are also found on some of the most popular models. These are the ve-

hicles that are currently passing through your facilities on a daily basis, looking to you for proper vehicle maintenance — and it is only a matter of time before their headlights burn out. But step back to my previous comment — these “… should already be in your lighting cabinet.” You are probably thinking, “My cabinet is packed right now; I don’t have room for these items.” Too many times I visit shops and look at their lighting cabinet, only to find that it ran out of space for new part numbers five years ago, and there are loose boxes and bulbs stacked around and on top of the cabinet. Even if the part is onhand the technician may not be able to locate it. Over the past few years, some lighting suppliers kept introducing larger cabinets, but those with keen foresight designed modular cabinets that can be expanded easily and inexpensively. These feature different sections that contain various size

Tim Craig, a 40-year veteran of the automotive aftermarket, is a special consultant to Mighty and a partner in R/T Marketing. Craig can be reached at: timcraig@comcast.net

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compartments depending on the type of bulb being stored. Whether a modular style, multiple cabinets or a self-designed bin system, the key to successful headlight replacement is having the correct bulb on hand for immediate service and quickly being able to find the part you need. Your lighting supplier should be able to provide you with the proper displays and cabinets in order to efficiently stock this needed inventory. To take maximum advantage of the time and effort you invest in providing a complete safety check, you must ensure the correct part numbers are in inventory and that you have a storage system where they can be quickly located. When it comes to headlight replacement always take a dim view of out-of-stocks — your bottom line depends on it. 

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Making It Happen

VIEWPOINT

Anything Worth Doing is Worth Doing Correctly by Kit Sullivan

This month we are going to be discussing a situation that many lube shop managers and owners may find themselves mired in. Basically, it’s the old “efforts vs. rewards” battle that employees and managers seem to engage in endlessly. It seems that at one time or another, every lube shop owner or manager has had the same thought travel through their crowded mind. You may well sometimes say to yourself, “Self, I am willing to pay my employees a fair (prevailing) wage, and they well know what is generally expected of them. Why, then, are they so unmotivated to perform just the bare minimum of their job duties and requirements? Things like coming to work on time, every day. Coming to work clean-shaven every day. How about being friendly to every customer and treating them with respect?” These things are pretty much universally accepted job requirements for working in a lube shop, as well as just about any other business you might think of. Why then is it so often we find ourselves with employees who need to be continually “reminded” of these things? Have you ever had this conversation with an employee who tries to promote his idea of a “fair” wage: “You know, if you gave me a raise and paid me a little more, I would always do those things. But you don’t pay me enough as it is. What do you expect?” Now, your employee may not have put it into those exact words, but there are plenty who try to convince their managers with logic like that every day in lube shops around the country. When you try to explain to this type of employee the reality of the situation, they can often become even more disgruntled, claiming that they make a pretty consistent effort every day and isn’t that worth something? Isn’t the fact that they have been coming to work 68

every day fairly consistently, don’t really get into or make any real trouble and try to do almost everything you expect of them worth a raise every now and then? Coming to work not clean-shaven once every couple weeks or so may be against the “rules,” but it’s not nearly as bad as ol’ what’s-his-name who comes late nearly every day — and sometimes just doesn’t show up at all! If you find yourself having discussions similar to these with any or all of your employees, don’t feel like “The Lone Ranger.” There are many, many operators and managers who deal with this kind of complacency every day in their lube shops. The root of the challenge is for you to first understand where the problem lies in this attitude, and then to know how to effectively get the idea across to your team members. There are two pairs of symbiotic, yet definitely separate cause-and-effect scenarios at play here. They are: No. 1, Effort Creates Appreciation, and No. 2, Results Create Rewards. Let’s consider the first one, Effort Creates Appreciation. When one of your employees attempts to complete a duty assigned by you, there is an effort being made. Simple enough, right? Sometimes — we hope most of the time — these efforts are successful in achieving their intended goal, whatever that may be. Other times, unfortunately, they are not successful. In most circumstances, however, the amount of work required (effort) is nearly the same. The big variable is the outcome, or the intended goal of the procedure. The normal response from a superior to his employee putting forth the good effort to accomplish his assigned task should be appreciation, which is really just another way of acknowledging the employee’s efforts in completing the task at-hand.

Since we are only discussing the first part of any task (the effort required to complete it) it is not logical to assume that any type of reward can be applied yet (negative or positive), for we have not considered what the result of all this effort is yet. We are still just concerned with the initial effort applied to the task. To offer any type of reward or discipline at this stage is most often disastrous to the motivation of the employee in question. For instance, if you were to have an employee who has a 15 minute drive to work every day, he would probably need to leave his home a good 20-25 minutes before scheduled to ensure a timely arrival. Fair enough so far. So let’s propose that he is on time every day he is scheduled for several months. Let’s also propose that you have another employee who lives in a different part of town, also about the same distance away. Yet for some reason, maybe traffic patterns, if he were to leave his home 20-25 minutes before the scheduled start of his shift, he would be 5 or 10 minutes late for his shift every day. Since each of the employees are putting forth the same effort in the scenario described above, should they both be “rewarded” for their efforts to get to work on time? Clearly, the answer is no. This takes us to the second of the two cause-and-effect scenarios we are discussing here: Results Create Rewards. Most employees, as well as just most everybody in life, likes to receive the rewards due them in return for their results in completing a task. Notice that the reward cannot even be considered until the result of the task at-hand has been determined. Why is that? Well, if you don’t yet know if the results of the assignment will be positive or negative, how can you logically de-

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cide if the reward for completing that task should be positive or negative? Obviously, the answer is that you cannot, for without knowing the final results, you have no way to judge what an appropriate reward or discipline should be. I’m sure most all of you are on the same page with me here: Positive results create rewards, and negative results create discipline — or at the very least, no reward. This is precisely where a lot of managers and employees get their feelings, emotions and ideas crossed. They will often make the mental jump from the first part (effort) of the first ideal (Effort Creates Appreciation) all the way to the last part of the equation (rewards) of the second ideal (Results Create Rewards). This is what often times leads to statements and questions like: “You know, I’ve been working my tail off every day, trying to do everything you ask me to. Isn’t that worth a raise?” And this is precisely where a novice manager or lube shop operator can get into all kinds of employeemorale problems. Once one of your team members is successful in arguing his point that his efforts are the basis for his pay and raises, then you may well find yourself handing out raises to employees with thinking that, “If I give him the raise first, maybe he’ll start to be the employee I want him to be.” And, if you find yourself believing that scenario, you will undoubtedly soon find yourself with an entire roster full of highly-paid, poor attitude employees who feel that you never “do enough for them.” And since the results of their efforts have been eradicated from their consideration by your unwillingness to hold them to it, you may also well find yourself with a poor performing location. How can this manifest itself? Exceedingly slow car times, dwindling car counts, less-

than-acceptable ticket averages, poor customer service — the list can go on and on. On the other hand, if you are a strong leader who clearly understands the ideals being presented here, you will find the rewards to you will be many-fold. You will find that your employees will be, for the most part, self-motivated to want to create positive results. Remember, good enough is never good enough. Your car times will be a lot closer to what you require, your car counts will remain high and probably even increase, your ticket averages will be higher and more consistent than ever before and your customers will let you know how much they appreciate all this by telling you so on a regular basis. In fact, you might be surprised how many customers will come up to the manager of a well-run store just to thank them for a well-run store! You, as the leader in your location, whether you are the owner or the manager, have the responsibility to your boss, the customers, your employees and yourself to make sure that each employee understands the well-defined difference between Effort Creates Appreciation and Results Create Rewards. Good luck to each of you. I’d love to hear about any of your personal success stories, so feel free to send ‘em to me at: quicklubekit@aol.com See ya’ next month. 

KIT SULLIVAN began as a lube tech over 25 years ago and is one of the most knowledgeable and respected experts in the fast-oil-change arena. From location manager to general manager of a 50-plus unit chain, to owner of his own six-unit chain of lube shops, Sullivan has mastered every area of successful lube shop operation. Known for his excellent training seminars, as well as assistance in developing new products tailored to the industry, Sullivan is a popular consultant and can be reached at: quicklubekit@aol.com December 2018 Bio Clens Sep NOLN 1/3 Ad.indd 1

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PRODUCTS & SERVICES Upgraded Grease Line Phillips 66 recently announced a refresh of their full line of premium greases is now available. The upgraded greases are the result of extensive research, product testing, customer feedback and new technology.

throttle body or vacuum system of PCV or brake booster vacuum lines. There is no special expensive equipment needed for application — only one product. Biocleans Gas Rapid PCV offers a 30 to 40 percent cleanup in 15 minutes to reduce deposits that are causing drivability issues. It is recommended to always change oil after treatment. For more information, call 613.395.3516 or visit: www.biocleans.ca

Diagnostic Test Kits Acustrip recently launched new diagnostic test kits. Acustrip’s state-of-the-art technology saves time and money with one easy dip-and-read process. The line includes over 50 unique products spanning multiple National Lubricating Grease Institute (NLGI) grades. The product line includes new color-coded packaging categorized by thickener types to help customers find the correct grease for their unique application: Lithium, Lithium Complex, Lithium Complex with Moly, Calcium Sulfonate, Polyurea and Specialty. While the vast majority of greases produced in North America are Lithium Complex (42 percent) and Conventional Lithium (25 percent), the full line from Phillips 66 also includes niche and specialty products. Certifications for products within the line include Ford, General Motors, John Deere, Meritor, International Harvester, Mack and Fives Cincinnati, among others. For more information, visit: www.phillips66lubricants.com/grease

Clean Up Valve Deposits Biocleans Gas Rapid PCV offers significant cleanup of valve deposits in gasoline engines, including GDI in only 15 minutes. It is easy to apply, either as an aerosol or liquid form directly into the engine via 70

Acustrip’s new multi-purpose refractometer, concentration and test strip condition kits increase sales and profits, offer proven technology and give real-time information. They also give technicians onthe-spot evaluation and help improve customer loyalty. Their accurate, measurable results promote preventive maintenance. For more information, call 844.358.4339 or visit: info@acustrip.com

New Premium Beam Wiper Blade ITW Global Brands recently launched the new Rain-X Silicone AdvantEdge Wiper Blade, which features precision-engineered silicone rubber designed to withstand the most extreme weather conditions. The Rain-X Silicone AdvantEdge squeegee is proven to last two times longer than traditional rubber squeegees, and features Climate Defense Technology which protects the squeegee against long-term exposure

to ozone, UV rays, snow and ice. Benefits of the Rain-X Silicone AdvantEdge, which showcases a distinct silicone rubber technology, include: • Resilient Silicone Rubber Squeegee: Lasts two times longer than traditional rubber squeegees, based on third-party testing, for ultimate durability. • All-Weather Performance and Superior Wiper Quality: Silicone rubber retains its flexibility and stability in the most extreme temperatures and inclement weather conditions, so it will not crack in the heat or freeze in the cold. • Climate Defense Technology: Acts as a safeguard against windshield wiper fluid, oil, salt spray, road grime and other elements. • Advanced Spring Beam Technology: Allows the wiper blade to hug the curvature of the windshield for a smooth, quiet wipe. • InstalLock Installation System: All-inone adapter that allows for a quick and secure installation. For more information, visit: www.rainxsiliconewipers.com

New Gas Truck Engine Oil Shell Lubricants recently introduced its Shell Rotella Gas Truck full synthetic engine oil providing extreme protection for towing and hauling for gasoline-powered pickup trucks and SUVs. The oil, from the makers of Shell Rotella heavy-duty diesel engine oil, offers the unsurpassed protection these engines need in three viscosity grades: 0W-20, 5W-20 and 5W-30 beginning in January in the U.S. and May in Canada. The oil will be available in onequart, five-quart and Ecobox in the U.S. and five-liter in Canada. Shell Rotella is the first major oil brand to introduce a complete portfolio of full synthetic motor oils for both heavy duty diesel engines and gasoline-powered trucks and SUVs. All three grades of Shell Rotella Gas Truck motor oil are formulated to provide unsurpassed wear protection in even the most extreme conditions

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trucks and SUVs face, including heavy hauling, towing, extreme temperatures and off-road. The synthetic base oil delivers added oxidation stability, improved volatility and low-temperature properties. Shell Rotella Gas Truck is recommended for use in gasoline-powered pickup trucks and SUVs, including those that experience more extreme conditions, including driving with heavy loads, stop-and-go driving, frequent short trips, extreme hot or cold temperatures and extensive idling. The oil is approved for use in Ford, GM, Ram and Toyota gas-powered trucks and SUVs. For more information, visit: www.rotella.com

Series oils let installers and consumers experience Red Line quality while maintaining their factory warranty. For more information, visit: www.redlineoil.com

Spark Plug Service Interval Information NGK Spark Plugs USA, Inc. recently announced the industry’s first spark plug service interval resource by including original equipment manufacturer suggested spark plug replacement recommendations on its website parts finder and company provided ACES data set.

Pre-Cleaning Wipes for Adhesive Wheel Weights Designed for adhesive wheel weights, StickPro pre-cleaning wipes are the new go-to partner for proper wheel weight pre-cleaning. The pre-cleaning wipes are an effective solution for technicians to achieve quick and easy balancing. StickPro’s new website offers quick access to essential information about the wipes, features and installation instructions. For more information, visit: www.stickprowipes.com

NGK is committed to providing technicians with valuable service interval recommendations for spark plug lifecycles as specified by domestic and import manufacturers. This information will be rolled out on the company website’s parts finder and the company’s ACES catalog content. This new resource aims to help provide the most accurate, up-to-date and relevant spark plug information to the industry. For more information, visit: www.ngksparkplugs.com

New Line of Synthetic Motor Oil Unveiled Red Line Synthetic Oil recently unveiled its new OEM/API approved ProfessionalSeries full-synthetic motor oils to complement their high-performance product line. The new Professional-Series oils consist of OEM and API approved motor oils for professional installers who demand performance with factory warranty protection. Professional-Series motor oils offer low-temperature flow during cold starts and help prevent low-speed preignition (LSPI) in turbocharged gas direct injection engines. The entire line exceeds ILSAC GF-5 specifications, is resistant to oxidation to avoid sludge and has low volatility for reduced consumption and longer drain intervals. The new Professional-

Fast-Acting Cleaner WD-40 Specialist Fast-Acting Carb/Throttle Body & Parts Cleaner is an all-in-one carburetor cleaner spray for the carburetor, throttle body and unpainted metal parts. What makes WD-40 Specialist FastActing Carb/Throttle Body & Parts Cleaner unique is the dual-action cleaning system. First, the powerful solvent cleaning formula breaks up tough, baked on carbon deposits. Second, the powerful cleaning spray blasts away the deposits and waste, leaving behind no residue. The results are engines that start up fast and easy, and levels to smooth, consistent idle with less stalling. The carburetor cleaning spray is perfect for both old and new vehicles

and equipment. It will not affect oxygen sensors or catalytic converters upon incidental contact. For more information, visit: www.wd40specialist.com/ products/carb-throttle-parts-cleaner

New Multi-Vehicle Transmission Fluids Petro-Canada Lubricants Inc. recently announced the launch of three new multivehicle transmission fluids, joining the expanded DuraDrive product line, which offers superior wear protection, stable friction control and anti-shudder durability throughout the fluid life in all recommended transmission types. The DuraDrive portfolio of products has been developed to meet transmission requirements across the globe, and the new fluids have been launched across various regional markets. DuraDrive MV Synthetic ATF, duraDrive Low Viscosity MV Synthetic ATF and DuraDrive CVT MV Synthetic ATF are available globally, while DuraDrie DCT MV Synthetic ATF is available in Europe and China.

The DuraDrive multi-vehicle transmission fluid product line includes full synthetic formulations that meet the needs of most transmissions on the market today. DuraDrive MV Synthetic ATF is designed to meet higher viscosity legacy ATF fluid requirements, while the Low Viscosity ATF fluid is targeted toward newer transmission designs with improved fuel efficiency. DuraDrive DCT MV Synthetic Fluid offers superior protection for DCT transmissions, while DuraDrive CVT MV Synthetic Fluid is the fluid of choice to protect CVT transmissions. Formulated using leading-edge HT Purity base oil technology, DuraDrive transmission fluids provide superior resistance to oxidative breakdown and outstanding wear protection combined with excellent low-temperature performance. For more information, visit: https://lubricants.petro-canada.com/enGB/productoverview/brand/DURADRIVE  December 2018

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Classiﬁed Advertising employment opportunities JOIN OUR WINNING TEAM We are honored to be named National Oil and Lube News "Operator of the Year." We are always looking for the best talent in the industry. We are growing and want you to join our team. Please send resumes to Jeff Kiersch at jeffk@griffco.com

DISTRICT MANAGERS AND STORE MANAGERS WANTED Super-Lube is looking for experienced district and store managers for our Florida, Wisconsin and Illinois locations. We are looking for motivated people who are self-starters with experience in managing people. Salary and benefit package available based upon experience. If you are interested in joining the Super-Lube team, please send resume to Tom Chambasian: fax 850-222-5152 or email tchambasian@superlube.com

DIRECTOR OF OPERATIONS Director of Operations desired to take control of a Jiffy Lube Franchise Group with 11 stores in Central Virginia. Excellent opportunity for the right candidate. Candidate must be self-motivated, possessing strong operation and organizational skills. Outstanding customer service and people skills are also a must. Salary package and benefits are negotiable. Please send resume to 434-974-4605 or email to tchapman@valube.com

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ADVERTISERS/PRODUCT INDEX December 2018

Auto Data, Inc. ____________________________________________ 7 _____________800.767.7580 _______________ www.autodatainc.com BendPak, Inc. ___________________________________________ 45 ____________800.253.2363 __________________ www.bendpak.com Bluelake Enterprises, Inc. _________________________________ 69 ____________423.774.4891 ___________________ www.biocleans.ca C.A.T. - RUN-RITE ________________________________________ 11 ____________800.872.8921 ___________________ www.run-rite.com Chevron Havoline ________________________________________ 55 ____________800.822.5823 __________________ www.havoline.com Comgraphx (Formerly Communication Graphics) ________________66 ____________800.331.4438 ________________ www.comgraphx.com Devon Industries __________________________________________53 ____________800.468.1970 _________________www.devonlube.com eGenuity, LLC - eLube.net _________________________________ 41 ____________800.296.0177 __________________ www.egenuity.com Extreme Polymers _________________________________________19 ____________346.229.4872 __________ www.extremepolymers.com Idemitsu Lubricants America __________________________________49 ____________248.355.0666 ____________________ www.ilacorp.com Integrated Services, Inc. - LubeSoft - Modulube _________Outside Back Cover ____800.922.3099 _______________________www.ints.com Kafko International Ltd. - Oil Eater/Degreaser ___________________12 ____________800.528.0334 ____________________www.oileater.com Lubegard by International Lubricants, Inc. ________________________47 ____________800.333.5823 __________________ www.lubegard.com M & M Service - Deep Blue Windshield Washer Concentrate ___________64 ____________800.657.9834 _ www.windshieldwasherconcentrate.com Mahle Aftermarket __________________________________________ 31 __________________________________ www.mahle-aftermarket.com Mighty Distributing System of America___________________________ 9 ____________800.829.3900 _____________www.mightyautoparts.com NOLN _________________________________________________ 63 ____________800.796.2577 _______________________ www.noln.net Penray Companies _________________________________________15 ____________800.323.6329 ____________________ www.penray.com PM Attendant, Inc. _________________________________________13 ____________866.576.8957 ______________ www.pmattendant.com Quick, Presented by NOLN _________________________________ 57 ____________800.796.2577 _________________ www.nolnquick.com Roth Industries _________________________________________ 61 ___________ 888.266.7684______ www.rothlubetanks.com/benefits Sage Microsystems, Inc. - Quicktouch _________________ Inside Front Cover _____800.724.7400 _________ www.sagemicrosystems.com Samson Corporation _____________________________________ 23 ___________ 828.686.8511 _________www.samsoncorporation.com Service Champ __________________________________________ 5 _____________800.221.0216 _____________ www.servicechamp.com Service Pro ____________________________________________ 43 ____________800.313.2463 ________________ www.service-pro.com Shinn Buildings _________________________________________ 62 ____________855.879.9995 _____________ www.shinnbuildings.com Smart Blend Synthetics/Phillips 66 Spectrum Corporation ___ 3, sponsorship _______ 888.422.9099 ________________ www.smartblend.com Snyder Industries________________________________________ 65 ____________888.422.8683 __________ www.snyderpetrotanks.com Solid Start â&#x20AC;&#x201C; True Brand _____________________________ Inside Back Cover _____877.290.3950 ___________________ www.solidstart.biz StokAir Tire Inflators _____________________________________ 48 _____________________________________________ www.petroy.com Throttle Muscle _________________________________________ 51 ____________855.738.9687 _____________ www.throttlemuscle.com Unilube________________________________________________ 67 ____________800.326.1711 ___________________ www.unilube.com Valvoline _________________________________________________59 ____________859.357.7303 ________ www.valvolinequicklubes.com December 2018

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Heavy Lifting

VIEWPOINT

The Value of Thorough Interviews by Sean Porcher

Before I get to sharing some thoughts on a set price no matter the type of car. Mayconsisting of car dealerships, mechanic interviewing, I wanted to say thank you be you make an adjustment for fluid type shops, tire stores, etc. This was the first to all the readers of NOLN. It has been an or filter cost. Rarely, though, is there a time I had interviewed someone coming amazing year of sharing business ideas and “labor” rate or book rate of labor we are from a motorsports background. Since insights from an operator’s perspective. I charging for a service like that. I enjoy motorsports, I was immediately have enjoyed feedback from readers either Now that I have recently introduced some interested in talking with the candidate by email or LinkedIn messaging. It is always light repairs, brakes and tires into some of about his experience and how it might a good feeling to hear that someone had a my locations, I have more skilled labor that cross over into our world. positive “ah-ha” moment from reading one I am employing to do those services. Many During the interview, I let the candidate of my articles. Thank you to those that have of those skilled employees come at a higher talk about his experience, how they meareached out, to those that have given me cost and require more advanced training. sured their success and what he did to help feedback and to NOLN for this opportunity. While my “ticket average” in locations doimprove operations and profitability of the I don’t know about the ing more services has increased rest of you, but it has been a and we are achieving success, struggle to keep our locations the measurement of that success “Many of our managers have properly staffed over the past is lacking. However, using the shared how difﬁ cult it has been year. One of the side effects of knowledge I gained from this ina growing economy and a roterview, I am now implementing to get people to show up for inbust job market is the fact that reports to measure the return on there is a shortage of available terviews. the labor of our mechanics, the potential employees. We have billable hours we are billing and struggled to attract qualified our overall efficiencies. individuals and keep our labor The point I am trying to make and overtime budgets in line. is that even though it is hard to It seems we have had several find employees and difficult to employment ads running for get interviewees to even show extended periods of time! up, don’t give up. Every once in Many of our managers have a while, you might come across shared how difficult it has a learning experience such as I been to get people to show up for interdid. This learning will help me improve the motorsports dealership. It became apparviews. They turn in applications, schedule success of our repair business and help me ent to me that there are areas of our busian interview time and then never show up. better understand the success of each of nesses that are very similar. Although the I have to admit, I was a non-believer until my mechanics at our different locations. target numbers may be different, areas of I decided to schedule some interviews myIf this tidbit of information doesn’t help measuring success that were similar were self. One day last month, I had eight inyou or is something you are already doing, labor, guest count, ticket averages, net sales terviews lined up, and only two bothered maybe you can share something you have and the number of services performed. to show up. No call. No email. Nothing. learned in an interview. Reach out, and I learned some things during the interNeedless to say, the two who did show up share with me today!  view that I am using to help improve the got more of my time and attention than I efficiencies of our business. I picked up SEAN PORCHER is a veteran operator in the quick lube would normally give during an interview. some tips on how to measure the efficienindustry, having owned and operated up to 54 locations One of the two individuals I had the cy of the mechanics and the importance across six different states. After significantly reducing pleasure to interview came from a moof labor dollars billed as opposed to just his operating footprint, Porcher helped launch Throttle Muscle as a way to help raise money for charity while protorsports background. I have interviewed measuring overall labor. When performviding operators high-quality products with increased many people with many different backing preventive maintenance services like profit earning potential. Porcher also teaches business grounds over the years. I have interviewed transmission flushes, fuel injection cleanstrategy courses at his alma matter, Cal Poly, SLO. He can be reached at: sporcher@throttlemuscle.com and hired individuals with backgrounds ing or even oil changes, many of us charge 74 | www.noln.net

They turn in applications, schedule an interview time and then never show up. I have to admit, I was a non-believer until I decided to schedule some interviews myself.”

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