July 2018 NOLN Magazine by ⌘ ⇧ ⌥

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NEW MARKETING IDEAS

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July 2018

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inside this issue Features

One up-and-coming operator shares his secrets to marketing, branding and story-telling in the year we live in.

When it comes to selling more services, trust and education are key.

WELCOME TO 2018

2018 TOPS IN THE INDUSTRY RANKINGS

Take a closer look at the chains — as well as who is growing — in the industry.

CURRENT MARKET FOR SELLING OR ACQUIRING FAST LUBES

2018 has been a banner year for mergers and acquisitions. One expert says it’s the best time in years to sell and acquire fast lubes.

FRANCHISE 500 RANKINGS RELEASED

Entrepreneur magazine recently released its annual rankings of the best franchises to invest in. See which lube industry companies made the list.

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EMBRACING EFFICIENCY: DIESEL POWER UPDATE

Get the latest on the diesel engines the Big Three have launched that are rolling through your bays.

HOW TO SELL MORE SERVICES

WANT YOUR FAMILY BUSINESS TO LAST?

Tips to ensure your family business thrives in the second generation and beyond.

THE BRAVE MODEL

Want to grow as a business leader? These five steps will help.

DON’T ALLOW THESE 10 PROFIT LEAKS TO DRAIN YOUR BOTTOM LINE

Read about 10 costly profit robbers, along with advice on how to keep them from harming your business.

THE LAND OF OPPORTUNITY

Diesel and automotive technician training programs, funding, support and changing the conversation.

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IN EVERY ISSUE

inside this issue

10 32 36 70 72 73

AROUND THE INDUSTRY AUTOMOTIVE RECALLS TECHSPEC PRODUCTS & SERVICES CLASSIFIED ADVERTISING ADVERTISER INDEX

Viewpoints

FROM THE PUBLISHER

Doing More With Less By Steve Hurt

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ASSOCIATIONALLY SPEAKING

Introducing the New AOCA Board By Kristy Babb

THE UNIQUE DIFFERENCE The Name Game By Pat Burrow

AUTOMOTIVE MAINTENANCE

Please…Don’t Ever Change By Tim Craig

ABOVE AND BEYOND

Clearing a Path for the Electrons By Randy Fowler

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Calendar of Events September 11-12 AOCA Management Certification Course Chicago, Illinois 800.230.0702 www.aoca.org

September 17-19

QUICK, Presented by NOLN San Diego, California 800.796.2577 www.nolnquick.com

October 23-24 AOCA Management Certification Course Irving, Texas 800.230.0702 www.aoca.org

October 30-November 1 AAPEX Las Vegas, Nevada www.aapexshow.com

NEW MARKETING IDEAS

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On the cover: Valvoline Express Care in Tyler, Texas.

Join the Conversation /OilLubeNews

@OilLubeNews

@Oil_Lube_News

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July 2018

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6/13/18 2:07 PM

LETTER FROM THE PUBLISHER

Doing More With Less

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Publisher

Steve Hurt

steveh@stevehurt.com

As I write this editorial, I am sitting in the one space I have available to write in the new NOLN office. Over the last several weeks, we have downsized our office space. I have heard for years how we are becoming a paperless society. That may be true. We had a lot of paper files from 1986 through about 2008, but had very few over the last several years. Everything is now on digital files — or at least the rest of the team tells me they are on digital files. In the past when I wanted something, I would go into our file room, look for the file and normally found what I was looking for. Nowadays, I search my computer files, and after having no luck, I have to ask. Normally, somebody finds whatever it is I was looking for. Interestingly enough, we decided we didn’t need a single file cabinet in the new place — the file drawers in our desks would be sufficient. Without realizing it, we have been becoming more efficient — doing more and more with less and less. The same is true in our industry. It’s a constant quest to become more efficient. As seen in the 2018 “TOPS” issue, we’ve seen several companies growing through a more efficient means. Although many shops haven’t grown by physical locations, they have improved their bottom lines by improving their efficiencies. Some shops are offering more services, while others are reducing their services to decrease bay times, hoping to service more vehicles during the day. Read the TOPS survey results starting on page 20, and see where everyone ranked. I need to get back to unpacking my office, finding a place for my stuff and considering what else we can do around here to become more efficient. If you are ever in Lubbock, Texas, please come by and see us. We are located at 2721 81st Street. Our phone numbers and email contacts have remained the same. Please feel free to give us a call (800.796.2577) or send us a note. Until next time keep on lubin’.

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 Account Coordinator

Caitlyn Nix

caitlyn.nix@noln.net

CONTRIBUTING WRITERS

Jeffrey Foley Casey Greseth Costa Kapothanasis Owen Heatwole Lauren Henderson William Lynott Mitzi Perdue Paul K. Richey GRAPHIC DESIGN

PUBLISHER

JimNissen.Design WEBSITE DEVELOPER

Tiffany Fowler

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.

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July 2018 Volume 33 s Number 7 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

AROUND THE INDUSTRY Great Canadian Oil Change Acquired by Valvoline Automotive franchise system Great Canadian Oil Change has been acquired by branded lubricant and automotive service supplier Valvoline.

The acquisition adds 73 Great Canadian Oil Change franchises to Valvoline’s quick lube network of more than 1,200 company- and franchise-owned locations. “Growing our quick lube network through organic store expansion and highquality acquisitions in both core and new markets is a key business strategy,” said Sam Mitchell, CEO of Valvoline. “The addition of Great Canadian Oil Change, with its established brand and loyal customer base, provides an excellent opportunity to expand our footprint outside of the U.S.” “We are extremely proud of the growth we’ve achieved,” said Trevor Weflen, the previous owner of Great Canadian Oil Change. “Although the decision to sell was difficult, we are very confident Valvoline is the right steward for our brand and franchisees going forward. Valvoline is a 150-year-old company that has a long, successful history of taking care of its people.” Kwik Kar Denton Wins Small Business of the Year Kwik Kar Denton proudly announced that the four-location auto care business has been recognized by the Denton Chamber of Commerce as the “Small Business of the Year.” The award was presented at the Chamber’s Annual Gala recognizing achievements in 2017, taking into consideration historical achievements to-date. Kwik Kar Denton is owned and operated by Frank and Marta Dudowicz and has been a trusted community partner since opening in 1995. “Receiving the honor as ‘Small Business 10

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of the Year’ is a tremendous recognition from our peers, and we are humbled to be recognized among all of the outstanding local businesses, not just auto businesses, in our community,” said Kwik Kar Denton owner, Frank Dudowicz. “We have worked hard to build Kwik Kar Denton on trust and excellent customer service by providing the highest-quality of auto care.” In addition, Kwik Kar Denton receives recognition from the community year after

Frank and Marta Dudowicz

year. Kwik Kar Denton has been recognized as offering the “Best Oil Change in Denton” by the readers of the Denton RecordChronicle for the last seven years, ever since the Oil Change category was included. The business has also been named winner year after year for “Best State Inspection.” Jiffy Lube International Names Franchisee of the Year Team Lucor was recently recognized by Jiffy Lube International, Inc. as Franchisee of the Year. The annual award is presented to the franchisee that best exemplifies the core values and attributes of the Jiffy Lube brand, including demonstrating a commitment to operational excellence, supporting the professional development of their employees, committing to innovation and providing an outstanding customer experience. “Team Lucor is especially deserving of this award. Their success is driven by strong leadership and a culture of innovation, providing quality services that

consumers want and need,” said Patrick Southwick, president of Jiffy Lube International. “Also, contributing to Team Lucor’s strong business performance is the organization’s commitment to employees, many of whom have a significant tenure with Team Lucor.” Team Lucor employs more than 1,500 team members in the greater metropolitan areas of Raleigh/Durham, North Carolina; Atlanta, Georgia; Nashville, Tennessee; Richmond and Tidewater, Virginia; Cincinnati and Dayton, Ohio; and Pittsburgh, Pennsylvania. The organization is deeply committed to employee engagement and recognition. Team Lucor offers employees a 401(k) plan and employee discount program, with full-time associates receiving several additional benefits. The organization also provides a comprehensive training and development program through Jiffy Lube University. Team Lucor is also committed to giving back to the local communities where its employees and customers live and work. The organization is a significant supporter of the annual Jiffy Lube Muscle Up! campaign benefiting the Muscular Dystrophy Association (MDA), which raises funds to send children with neuromuscular disease to MDA summer camp. Team Lucor is also a 28-year sponsor of “Coats for the Children,” collecting warm winter clothing, money and new toys for Salvation Army families in need.

Team Lucor

“We are proud to receive the Jiffy Lube Franchisee of the Year award,” said Jerry Conway, president of Team Lucor. “This marks our third time to be honored with this prestigious award. Exceptional service has always been the hallmark of our success as we continue to collectively strive to deliver the very best service experience at maximum value to all of our customers.”

Win the Restored Raybestos 1953 Chevy Pickup The Raybestos 1953 Chevrolet pickup build project is complete. The restored classic will now hit the road for a North American tour before one lucky automotive professional wins it for their very own. “We have restored a lot of very cool vehicles, including the iconic 1969 Raybestos Mustang, but I think this 1953 Chevy pickup might be our best build yet,” said Kristin Grons, marketing manager, Brake Parts Inc. “The team at Schwartz Perfor-

mance led by the master, Jeff Schwartz, really outdid themselves this time, and a big thank you to all of our build partners for their participation in another incredible build. I know the lucky winner will enjoy showing off this classic truck as they cruise their neighborhood.” As part of the restoration project, Schwartz Performance installed its famous bolt-in “G-Machine” chassis system, as well as an off-the-shelf performance disc brake upgrade package, using Raybestos components and Raybestos Truck & Medium Duty specialty disc brake pads. Raybestos customers can see the complete restoration process from start to finish by visiting: www.raybestosbuild. com The website features videos, pictures and information showcasing the start of the build and every step along the road to completion. After touring North America, the Raybestos ’53 Chevy pickup will head to Las Vegas in October where it will be awarded to one lucky automotive professional during AAPEX. Mann+Hummel Sponsors Gastonia Garden Initiative Mann+Hummel has announced its sponsorship of a newly renovated garden for the city of Gastonia, North Carolina, naming it the “Four Seasons Garden.” “Our team is very proud to be a part of the park renovations and to sponsor the garden on Rankin Lake,” said Paul Caulford, HSE manager for Mann+Hummel. “Staying involved in the community has always been an important initiative, so we jumped on the opportunity to help provide a beautiful and inviting spot for visitors to enjoy.” Rankin Lake has been a community landmark and water source since 1922. The city of Gastonia fenced off the lakeside part of the property in the late 1980s, and the public wasn’t able to access the park for more than 20 years. In August 2012, the park received support and funding for a major renovation project, which includes fishing piers, boardwalks, viewing spots and now, a new garden. “Partnering with Mann+Hummel has been wonderful, and the new garden will be a great addition to our park,” said Tripp White, assistant director for parks for the city of Gastonia. “Because of the generous

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support and sponsorship, the garden will feature a variety of color, flowers and blooms throughout all four seasons of the year.” The garden is located on the lakefront, complete with a walking track and decorative pass along the 1.8-mile long greenway. Subaru Rally Team USA Welcomes Idemitsu Lubricants America as Technical Partner and Sponsor for 2018 Subaru of America Inc. together with Subaru Rally Team USA technical partner Vermont SportsCar are pleased to announce Idemitsu Lubricants America will be joining the Subaru Rally Team USA as a Technical Partner and sponsor for the 2018 race season. Idemitsu Lubricants America will be represented by both the stage rally and rallycross programs of Subaru Rally Team USA in 2018 and the team will reveal a special Idemitsu livery on one of their competition cars this summer as part of the agreement. Subaru of America and Idemitsu Lubricants America have an existing close relationship, with Idemitsu Lubricants America serving as the official factory fill for all Subaru vehicles in the USA. Subaru Rally Team USA technical partner Vermont SportsCar looks forward to harnessing that relationship, along with Idemitsu Lubricant America’s technical and engineering expertise, toward finding performance gains at the track. “The rally cars built by Vermont SportsCar are known for testing race cars to their limits in mixed media rally racing. We are excited to showcase our Idemitsu brand and products with Subaru and Rallycross racing fans this season,” said Idemitsu Lubricants America’s aftermarket director Tom Braun. Subaru Rally Team USA confirmed it will return to the American Rally Association (ARA) Series in 2018 with a multicar effort utilizing 2018 Subaru WRX STI rally cars. The team’s efforts will be spearheaded by multi-time rally champions David Higgins and co-driver Craig Drew, who will enter all seven rounds of the 2018 ARA series. Subaru Rally Team USA will provide entries at select ARA rounds for former World Rally Championship star Chris Atkinson and former Junior World Rally Champion Patrik Sandell. 

SMART PRINT®

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SmartPrint is the only label printing system specifically designed to meet the needs of the fast-lube industry. Our printer formats allow flexibility in setting your own date and mileage intervals, messaging, and cross-selling of services on labels. Getting tired of your vendor not answering their phone, returning your message and not supporting the products they distribute? With Comgraphx, your call will be answered by a fully staffed and knowledgeable customer service department Monday through Friday, 8:00am to 5:00pm CST. We are the industry preferred supplier of lube labels, printers and ribbons. Call our customer service team today at 800-331-4438 to take advantage of this $20 manufacturer rebate.

Contact customer service at... 800-331-4438 M – F 8am to 5pm CST. Rebates will be processed upon purchase of new SmartPrint Printer and receipt of your old printer.

July 2018

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Welcome to 2018:

MARKETING

BRANDING

A STORYN TELLING D in the Year We Live in By Costa Kapothanasis

hen I opened my first quick lube in 2015, I was still working full time at a financial institution in Baltimore. I figured I would take over the business, market it as if it were 2015 and have a nice little investment business with good cash flow. What I didn’t realize was how few quick lubes actually market in the year we live in and what opportunities there could be for expansion. Nine locations later, I am full-time running my quick lube business and constantly looking toward the future for what platforms to market, brand and story-tell on. Before I get into too much detail, I would like to point out I have no formal 14

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PR experience, I have no formal sales training and I have no educational background in marketing. Everything I do comes from a keen sense of paying attention to attention. Following where people’s attention is, is far greater than any kind of tactic that can temporarily get impressions. Following attention will create a business based on sustainability, and not a house of cards based on a fleeting maneuver that only temporarily creates awareness. I really believe that our grandparents are better equipped to run a business in 2018 than most of us are. The suburban sprawl and expansion of big box stores

removed the personal touch of the business-human relationship. It seems like gone are the days of the butcher having your specific order ready for you before you walk in the door. That same butcher knew about your sons travel baseball game and your new lawn mower you just got. Some people would say those days are permanently gone because of the Amazon’s of the world. I don’t feel this to be the case. The Internet has created scale at such immense measure that it is now perfectly reasonable to interact with your customers on a personal basis with insight as to their daily hobbies, projects and events.

Marketing vs. Branding vs. Story-Telling Before I get into examples of marketing in the year we live in, I want to describe what I believe to be the difference between marketing, branding and story-telling. MARKETING Marketing has traditionally been distribution of content you want to have in front of your customers. In the case of our particular industry, marketing has traditionally been revolving around the quality of the products, the speed of the service, the time you are selling back to your customers (i.e. no appointment necessary) and the quality of the customer service. BRANDING Branding is a formal business word for reputation. Branding is the distribution of content to create an image of what your business is in relation to its customer. Branding traditionally was controlled end-to-end by the business, and the business carried the narrative however they wished. With the scale of the Internet, it is possible that the mass-flow of virality can hijack a brand and create its own narrative. We have seen positive and negative examples of this countless times with larger brands. STORY-TELLING Story-telling is how your business relates to the customer and what separates your business from an identical replica. We are seeing large businesses fail to embrace story telling, and one by one over the next 10 years, some of the largest brands we know will be extinct due to a lack of story telling on platforms that have influence. All three of these key components to customer acquisition have nuances that need to be catered to, depending on the platform they are being performed on. Any one of these three actions can be done on 2018 forms of distribution, but the nuances of the platform will determine performance.

Welcome to 2018 If you’re an operator who is reading this and thinking to yourself, I have a website, I have a Facebook page, I have an Insta-

gram account and I am marketing in the year we live in, sadly you’re mistaken. You would be correct if this were 2007, 2010 or 2012; however, it is not enough to only have a Facebook page or an Instagram account. Maybe you’re even an outlier, and you have even boosted some Facebook posts — welcome to marketing in 2015, but still not 2018. At a very surface level, I am going to talk about different ways to market, brand and story-tell your quick lube on the various platforms that have attention — Facebook, Instagram, Snapchat — and whatever is coming around the corner next.

There are different tiers of influencers, and the cost of collaborating with some of them has reached levels that are pushing it out of the realm of practicality. However, given the tools provided by the platform and given the locality-based nature of our industry, it has never been more practical to get distribution of branding or story telling through micro-influencers. Micro-influencers who have followings of 2,000-15,000 people typically have better engagement than a typical A-list celebrity who started an Instagram account because they felt the attention they had slipping away. These influencers are also more cost effective, because they can do a spot for

“My methods of marketing work fantastic if you have a good product and service. If you rely

on ignorance or have a weak service, then these methods will only expose that faster.”

Some of these methods are on their way out the door, but from a cost-per-customer and ROI perspective, these methods are still above and beyond pre-roll banner ads, radio spots, TV commercials, direct mail or, even worse, billboard and outdoor advertising.

Influencer Marketing The aforementioned platforms have attention that cable news networks could only dream of, and the cost of entry is so low, it is entirely possible to run a daily program at the same quality and production that would have cost (and still does cost) millions of dollars for large network shows. Because the cost of entry is so low and the views are so high it has sprung a new generation of media stars that are famous in a non-traditional sense.

your business at much better pricing. A favorite of mine is the local mombloggers who have deep engagement and reasonable pricing. Sometimes, it takes as little as a free oil change for them to post a review through their platforms, but sometimes it takes a set fee. With influencer marketing, typically you can control the message to a point, if you are paying the influencer. If you are offering free services for exchange of a review, it’s best to leave the content to the influencer to make the spot feel more native. These are the kind of nuances that are important when using different platforms. I must point out, my methods of marketing work fantastic if you have a good product and service. If you rely on ignorance or have a weak service, then these methods will only expose that faster. July 2018

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Facebook Dark Posts I wanted to lead with influencer marketing and Facebook dark posts, because these seem to be on the tail end of their ability to distribute attention. The Facebook ad platform is the greatest marketing tool that has ever been created. The deepness of their information can be startling, but the possibilities are endless. Facebook dark posts are officially titled “unpublished posts.” According to the definition from Google, a dark post is the following: “An unpublished post is a status update, link share, video or photo that was never meant to be shared as an organic post. Staying true to its name, it’s never published but is only surfaced as an ad.” Basically, it’s a Facebook post where you control exactly who sees it through ads. If you have seen the main image on this page on Facebook, then that means you have seen one of our dark posts targeting you. The purpose of these posts is to create a message for a specific goal without cluttering up the newsfeed for those who would see it as irrelevant. For example, if you’re trying to sell your services and all of your followers already use your services, then it wouldn’t make sense for them to see an ad on their newsfeed for your services. However, you still want to post a message for selling your services to drive sales. This is where dark posts come into play. You can create a dark post with a message to sell your services and use that to advertise to your target market. Using the ad platform on Facebook, I can create native Facebook ads and have them put in front of people who recently were geolocated at a Valvoline Instant Oil Change or Jiffy Lube. Using the plat-

form, I can target people who recently purchased a used car, or using the ad platform, I can strategically target potential customers who complained about their previous oil change. I also now use the ad platform to hire. I can run classified ads against former employees of Jiffy Lube, VIOC, Midas, Take 5 or whatever my intended target “former employer” is. This has minimized my cost of running classifieds, and it also minimizes my need for intense interviewing — knowing that the candidate has the necessary technical skills before stepping through the door.

Snapchat and SnapAds SnapAds pop up between features on the Discover tabs of Snapchat, while the user is eating content. A SnapAd includes an up-to 10-second movie, with the option to swipe up for use of more content (longer video, post, app install, etc.). This method provides the best mobile movie ads achieving five times the click-on rate of similar ads upon other social platforms. SnapAds blend right in with additional snaps, so by the time you understand you’re viewing an ad, you’ve already watched it. These cost about $1,000 to run.

Local Geoﬁlters Local geofilters are an excellent advertising tool for events and physical locations. You set up a filter that’s designed around your event or business and can activate the filter for any certain location. The cost of this option depends on how big the area is, and the duration of how long the filter will be live. These may also be set up for stores, venues, communities or whatever

“Native advertising has to be frictionless, and the best draw of attention I am seeing right now,

that seamlessly gets eyeballs without coming oﬀ as spamish, is the promoted Instagram stories.” 16

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location you’d like. They are a relatively inexpensive method to gain brand exposure. We ran a geofilter for our Dillsburg location in York County, Pennsylvania, last fall. The filter resided from 9 am to 5 pm and covered the Route 15 corridor, including waiting rooms of every dealership from Mechanicsburg to York Springs. The filter cost about $10 to operate (not including design).

Promoted Instagram Stories Native advertising has to be frictionless, and the best draw of attention I am seeing right now, that seamlessly gets eyeballs without coming off as spamish, is the promoted Instagram stories. These are not promoted Instagram posts — which couple side by side with Instagram posts. These are promoted Instagram stories, which are entirely different. Instagram Stories Ads permit you to insert a short advertisement in between users’ stories. The ads fit the format of the story, keeping the user encounter consistent and flow uninterrupted. The ad can be made up of either a single photo or video, up to 15 seconds long, and can be used to target various business objectives, from brand awareness to website product sales. It’s the first time that Instagram has provided advertisers the ability to display full-screen advertisements inside the actual app, giving you an opportunity to hold the user’s entire energetic focus, even if just for a moment.

Join Me in 2018 If you read this advice as somehow antitraditional or pro-digital, you have me mistaken. At my core, I am a businessman, I am pro-attention and I am pro-cost-effective. It’s difficult to justify a $1,000 billboard ad spend. Next time you drive down the road take a look at the people around you; three out of four people in the car are looking down at their cell phones. Heck, half the drivers aren’t even looking at the road — let alone a billboard. While the quick lube industry continues to ignore the direction of attention, I will continue to keep accumulating attention at an extremely low cost.  COSTA KAPOTHANASIS is the owner of Costa Oil 10 Minute Oil Change, with nine locations in the Northeast. You can visit their website at: www.costaoils.com

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Valvoline Instant Oil Change results from 2007-2017, on a fiscal year basis, with new stores excluded until the completion of their first full fiscal year in business.

2018

TOPS IN THE INDUSTRY RANKINGS

The fast oil change and automotive service industry is comprised of a diverse group of automotive professionals and businesses working every day to keep America’s cars running. Every March, we take the time to research, identify and rank the top auto service chains in the nation. Before we examine the rankings, it is important to first define the terms we use in this report. We classify a “fast lube” facility as any business that derives the majority of its sales from quick, convenient oil changes and other automotive preventive maintenance services that can be done in less than 30 minutes.

by Tammy Neal

We classify shops that have dual profit centers, like a carwash/fast lube, co-branded facilities, tire stores or dealerships with quick service lanes as “lube-plus” shops. Muffler shops, auto repair shops and mass merchant retailers are also classified in this category. For the purpose of this study, a “chain” is any six or more fast lube facilities owned by the same company/individual/business entity and/or operated under the same or similar signage. For example, a brand like Shell Rapid Lube, which is acutally comprised of individual owner/operators who have entered into an agreement with Shell

to use Rapid Lube signage, is grouped together as a chain. Of course, we can’t review the 2018 Tops in the Industry data without thanking Valvoline for sponsoring the survey this year. Without their support, we are limited to what information we can publish in the magazine. The information we publish was reported to us directly from the companies we contacted or from independent third-party sources we deem reliable. It is believed to be accurate and current as of April 30, 2018, unless otherwise noted.

TOP FAST LUBE AND LUBE + CHAINS OPERATING IN 2018 2018 Fast

2018 Lube+ Rank 1

Lube

Rank

2 3 4 1 5 2 6

Facility Signage/ Company Headquarters Goodyear Tire & Service Network Outlets, OH1 Wal-Mart Auto Care Centers, AR1 TBC Corp., FL Bridgestone Retail Operations3 Jiffy Lube, TX Express Lane (Mopar), MI Valvoline Instant Oil Change, KY Monro Muffler Brake & Service, NY8

Estimate

Operating as Firestone Complete Auto Care, Tires Plus and Wheelworks

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Independent/ Total Operating Company 4/30/18 Owned Franchised 588 2,006 2,594 2,500 0 2,500 729 1,519 2,248 2,200 0 2,200 0 1,922 1,922 0 1,200 1,200 445 696 1,141 1,140 0 1,140

Also dba Mr. Tire, TreadQuarters Discount Tire and Autotire Car Care Center

A PROVEN TRACK RECORD Valvoline is charging into the lead in the Quick Lube industry! Ranked #1 in Oil Change Services by Entrepreneur magazine, Valvoline Instant Oil Change has achieved 11 Years of Same-Store Sales Growth1. For independent operators, the Valvoline Express Care program combines premium branding with operations and marketing excellence that can increase the profitability of your location. TM

Are You Ready for a Change? 1,141 stores and growing

323 stores and growing

Sell Your Stores to Valvoline

Weâ&#x20AC;&#x2122;ve acquired 317 stores since 2014 and are actively looking for more. Thinking about selling? Give us a call. 1

Join the Express Care Program SM

Our program for independent operators can help increase your car count, sales and profits. Call us to learn more.

System-wide same-store sales growth determined on fiscal-year basis, with new stores included after first full fiscal year of operation. TM Trademark, Valvoline or its subsidiaries, registered in various countries. SM Service mark, Valvoline or its subsidiaries, registered in various countries.

Learn More! Contact Gayle McMillin

(859) 357-7303 or lgmcmillin@valvoline.com

INTERESTED IN GROWING CAR COUNT, SALES AND PROFITS? www.expresscare.com/grow

TOP FAST LUBE AND LUBE + CHAINS OPERATING IN 2018 (Continued) 2018 Fast Lube

Rank 3

2018 Lube+ Rank 7 8 9 10 11 12

4 5 6 7 7 13 9 10 14 15 16 17 18 11 12 19 20 13 21 14 22 23 24

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Facility Signage/ Company Headquarters Pennzoil 10-Minute Oil Change, TX Pep Boys, PA7 Meineke Car Care Centers, NC Mavis, NY1, 6, 7, 9 Quick Lane Tire & Auto Center (Ford), MI 1 Sears Auto Centers, IL1 AAMCO Transmissions and Total Car Care, PA FullSpeed Automotive, CO10 Quaker State Oil Change, TX 1 Kwik Kar, TX Take 5 Oil Change, LA1, 2 Valvoline Express Care, KY Precision Tune Auto Care, VA7 Chevron Havoline xpress lube, CA Mobil 1 Lube Express, VA CarMax, VA Christian Brothers Automotive, TX7 Tuffy Tire & Auto Service Centers, OH All Tune & Lube, MD1 Car X, IL Shell Rapid Lube, TX Castrol Premium Lube Express, NJ Brake Masters, AZ Honest-1 Auto Care, AZ Super-Lube, FL VIP Parts, Tires & Service, ME American LubeFast, GA Commercial Tire, ID Tire-Rama, MT Lee Myles Transmissions & AutoCare, NJ1

Independent/ Total Operating Company Owned Franchised 4/30/18 1,050 0 1,050 930 0 930 0 882 882 712 118 830 0 800 800 627 0 627 0 615 615 115 317 432 400 0 400 399 0 399 295 5 300 300 0 300 53 200 253 250 0 250 231 0 231 190 0 190 1 180 181 1 22 153 175 0 141 141 46 95 141 100 0 100 99 0 99 66 27 93 0 72 72 50 11 61 53 0 53 51 0 51 44 0 44 42 0 42 0 40 40

11 YEARS OF SAME-STORE SALES GROWTH

SERVICE YOU CAN SEE. EXPERTS YOU CAN TRUST.

Valvoline Instant Oil Change results from 2007-2017, on a fiscal year basis, with new stores excluded until the completion of their first full fiscal year in business.

TOP FAST LUBE AND LUBE + CHAINS OPERATING IN 2018 (Continued) 2018 Fast Lube

Rank

2018 Lube+ Rank 25 25 27

15 16 16 28 18 19 29 20 21 21 30 30 32 23 24 33 25 25 25 34 35 28 29 36 36 38

Facility Signage/ Company Headquarters Milex Complete Auto Care, IL Purrfect Auto Service, CA Conrad's Tire Express & Total Car Care, OH Performance Plus Oil Change, MI Oil Changers, CA Snappy Lube, NC Mister Car Wash & Lube Center, AZ1 Victory Lane Quick Oil Change, MI Express Lube, TX2 Tilden Your Total Car Care Center, NY SynFast Oil Change, CA CITGO Fast Lube, TX1 Uncle Ed's Oil Shoppe, MI Delta Sonic Car Wash/Sonic Lube, NY Merlin 200,000 Mile Shops, IL Auto-Lab Complete Car Care Center, MI Fast Track Oil Change Center, WI Duke of Oil, IN4 Northwest Tire, ND Oilstop Drive-Thru Oil Center, CA Prompto 10-Minute Oil Change, ME Terrible Herbst, NV Hibdon Tires Plus, FL5 Jensen Tire & Auto, NE Oil Express, IL FastChange Lube & Oil, KY Royal Tire, MN Theisen's Tire & Service Center, IA Sun Devil Auto, AZ

Independent/ Total Company Operating 4/30/18 Owned Franchised 1 38 39 0 39 39 37 0 37 35 0 35 34 0 34 34 0 34 33 0 33 12 21 33 32 0 32 0 31 31 28 2 30 0 29 29 29 0 29 29 0 29 0 29 29 0 28 28 27 0 27 25 0 25 24 0 24 13 11 24 24 0 24 24 0 24 23 0 23 21 0 21 16 5 21 20 0 20 20 0 20 20 0 20 19 0 19

2 5 Estimate Owned by Driven Brands Owned by BSRO 7 Operating as Duke of Oil, AutoFix and Firestone Figures obtained from third-party source 6 Mavis and E press Oil Change & Tire Engineers merged e ruar . Num er of total operating shops re ects combined company; however, Express Oil Change & Tire Engineers will continue operating under their own signage. 9 d a STS Tire, Mavis, Cole Muf er, eldon Tire, Su ur an Tire, aufmann Tire, Savannah Tire, rakes Plus, E press Oil Change & Tire Engineers 10 d a rease Monke , SpeeDee and Lu e Pro’s July 2018 4

NOLN 21

INTERESTED IN SELLING YOUR QUICK LUBE? CALL GAYLE AT (859) 357-7303

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TOP FAST LUBE AND LUBE + CHAINS OPERATING IN 2018 (Continued) 2018 Fast Lube

Rank 30

2018 Lube+ Rank

Facility Signage/ Company Headquarters Mystik Service Center, TX1 Fast Eddie's Oil Change, MI Lube Stop, OH2 Speed Lube, IL Quality Tune-Up Shops, CA Avis Lube Fast Oil Change Center, TX BRAKEmax, AZ City Garage, TX Car Care Clinic, MS Tunex Complete Car Care, UT Lube 'n Go, TX Auto Check Complete Car Care, TX1 Cobblestone Auto Spa & Quick Lube, AZ1 Jacksons, AZ The Lube Center "10 Minute Oil Change," MD Car Spa, TX Woodie's Auto Service, NC National Lube Express, TX QuickChange, OH QuikStop Oilube, KY2 Costa Oil - 10 Minute Oil Change, PA Grease Pro Express Lube, FL LMC Carwash & Lube, NY Mr. Clean Car Wash, GA Sawyer Tire Auto Care, MO Toot n’ Totum Car Care, TX J&K Enterprises, IL Raffield Tire-Master, GA Bolton Oil Change, TX Bradzoil 10 Minute Oil Change, TX Charlie's Fast Lube, MO

31 32 32 39 34 40 40 42 42 35 44 44 44 36 47 47 37 37 37 40 40 49 49 49 42 43 52 44 44 44 1

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Estimate

Owned by Driven Brands

Independent/ Total Company Operating Owned Franchised 4/30/18 0 17 17 16 0 16 15 0 15 15 0 15 4 11 15 14 0 14 14 0 14 14 0 14 13 0 13 0 13 13 12 0 12 11 0 11 11 0 11 11 0 11 11 0 11 10 0 10 10 0 10 10 0 10 10 0 10 10 0 10 9 0 9 9 0 9 8 0 8 0 8 8 8 0 8 8 0 8 7 0 7 7 0 7 6 0 6 6 0 6 6 0 6

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TOP FAST LUBE AND LUBE + CHAINS OPERATING IN 2018 (Continued) 2018 Fast Lube

Rank 44

2018 Lube+ Rank

Facility Signage/ Company Headquarters Fast Lube Plus, NC Flagship FastLube, HI Mr. Good Lube 10 Minute Oil Change, NJ Sinclair Dino Lube, OK Solar Lube, FL UMC dba Speedy Lube/Zap Car Care, NY Don Foshay's Discount Tire, ME Fuller's Carwash & Lube, IL Super Lube Complete Car Care Center, OH

44 44 44 44 44 53 53 53

Independent/ Total Company Operating Owned Franchised 4/30/18 6 0 6 6 0 6 6 0 6 0 6 6 6 0 6 6 0 6 6 0 6 6 0 6 6 0 6

U.S.-BASED LUBE CHAINS RANKED BY NUMBER OF FOREIGN FACILITIES 2018 Rank

Facility Signage/Company Headquarters

1 2 3 4 5 6 7 8 9 10 11 estimate

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Mobil 1 Centers, VA1 TBC Retail (Big O, Midas Auto Service Experts), FL Express Lane (Mopar), MI Wal-Mart Auto Care Centers, AR1 Jiffy Lube, TX FullSpeed Automotive, CO2 Meineke Car Care Centers, NC Precision Tune Auto Care, VA Pennzoil 10-Minute Oil Change, TX1 Valvoline Express Care, KY Aamco Transmissions, PA 1

2 2 Estimate dba Grease Monkey and SpeeDee dba Grease Monkey and SpeeDee

Total Operating 4/30/18 3,200 1,030 650 266 174 100 85 66 50 23 9

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Current Market for Selling or Acquiring

FAST LUBES By Paul K. Richey

ast lube industry consolidation is accelerating — making 2018 a banner year for mergers and acquisitions (M&A). It’s the best time I’ve seen in 16 years to sell and acquire fast lubes. Driving this performance are better growth, higher earnings, less do-it-yourself, more motor vehicle registrations, higher per capita disposable income, technology, mechanization, low interest rates, taxes, etc. Plus, these positive attributes apply to both independent and franchise operators. While higher demand with the same supply drives prices up — mostly for multi-unit operators — a rising tide lifts all boats. Valuations remain high, and debt pricing has even inched lower recently. Now, the main driver is the higher number of private equity groups (PEGs) who are interested in entering the industry, and then growing as fast as practical. Here are some current examples: • Wynnchurch Capital LLC just acquired Heartland Automotive with 523 stores in 23 states. Before the acquisition, they had no retail investments — let alone fast lubes. But, I bet they are in it to grow significantly. • Roark Capital Group that owns Driven Brands (Meineke) has 882 “total care” centers. Several years ago, I sold them a 200-plus store chain. In 2018, they want to open 55 new locations, and I’m guessing they’ll acquire more. Take 5 Oil Change is one of their fastest growing brands. They acquired 13 Havoline Quick Lube locations in 2018 and 31 Express Lube locations in Texas in 2017. In total, Driven Brands has 1,100-plus locations across North America.

• The two PEGs that own Express Oil LLC now have more than 700 stores. • Jiffy Lube International, Inc. (a whollyowned, indirect subsidiary of Shell Oil Company) recently named a new president, and one of their objectives is to grow the independent brand, again, through acquisitions and franchising. • Valvoline Instant Oil Change (another major) now has 1,000-plus stores, having acquired Time-It Lube in 2017.

The Bottom Line Right now, it certainly appears there are more buyers than sellers. Bottom line: more demand than supply drives prices up. As described above, the “usual suspects” are looking to grow. At the same time, numerous PEGs who currently don’t own fast lubes now want to acquire a first “platform company” that will be their entry into the fast lube industry. An initial platform company acquisition could include not only a multi-unit fast lube operator, but also one with carwashes — another attractive option. Size is important, too — say 20 or more stores — or a lesser number with a solid growth plan underway. This platform company should have a robust recent growth pattern, both top and bottom line, and good succession management — the PEG doesn’t want to manage. The PEG will supply educated business guidance and, most of all, financing. Other critical facts to consider when becoming a fast lube industry platform acquisition for a PEG: • PEGs usually will pay more for the first acquisition in the industry — less for subsequent “add-on” acquisitions.

July 2018

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• The platform seller may, if desired, be able to “rollover” some of the cash sale price — say 20-30 percent — for a second bite of the apple when the PEG sells the much larger operation in three to five years. We’ve seen rollover equity value on a subsequent sale be higher than the first sale cash out — great for the family estate! Just because now is a time when larger multi-unit owners get higher multiple prices (particularly as a platform), it doesn’t mean lower-unit operators won’t get higher prices, too. Attribute it to supply and demand — higher demand, but same supply. How long will this market last? In my opinion, most likely for the balance of 2018, and perhaps a bit longer. Borrowing for sales and acquisitions is still reasonable, taxes are improved and consumer spending is good — but who knows how long these conditions will last?

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Acquisitions There definitely are solid reasons for a positive outlook for fast lube industry sales. But what about acquisitions? I believe it’s also a great time for making acquisitions based on most of the reasons detailed earlier. However, you need to get there before the “big boys” do, and it probably will cost more than you’re accustomed to paying. To succeed in a sale, in an acquisition or in financing, you need to work with a licensed investment banking firm with demonstrated expertise in the fast lube and carwash industry. The firm you select should have a proven process that creates competition among buyers (and, to a lesser degree, among financing sources); that avoids competition in acquisitions; and that can find the good sellers “who are not for sale.” When you’re selling your business, the investment banking firm you select should have proven collective experience not only in closing successful transactions but also in running businesses as CEOs. Be certain senior bankers will be doing all the transaction work for you, because you and your staff need to keep running a thriving business. An established investment banking firm with solid credentials will: • Contact dozens of qualified buyers on a confidential basis • Obtain a signed confidentiality agreement • Prepare and distribute a detailed confidential information memorandum • Detail advantages of your business • Request offers (competing on price and terms with other prospective buyers) • Expedite the closing of a transaction When you’re a business, there are slight differences. The selected investment banking firm will, of course, avoid competition and work to get a lower (but “market”) price. Otherwise, the previous list of selling processes/procedures is nearly identical.

Why You Need a Proven Investment Banking Firm When selling or acquiring, you have one chance to get it right. Here’s an example of why you work with a proven, experienced investment banking firm with a solid history of success.

Some time ago, I sold a good-sized fast lube company. In the process of finding a buyer, I went first to the most logical buyer who offered only $X million for the deal. The owner and I knew this price was totally unsatisfactory, so the offer was declined. In a couple of months, we received three new offers — the best of which was 160 percent over the first offer. We were about to shake hands on the deal, when I decided to “sleep on it.” The next morning, I went back to the buyer with the first offer and told him what we had on the table. Before the end of the day, he came up to 180 percent of his first offer, and we closed the deal. Seller and buyer were happy!

Investment Bankers Are a eneﬁt ot a ost When you work with a proven investment banking firm, you’ll cover all their fees many times over by receiving a higher price in a sale and a lower price in an acquisition. The firm you select should be able to demonstrate their past M&A successes. Are you ready to sell or to grow — organically or through acquisitions? Organic growth (from within) requires time, patience and nurturing but rewards you with the most control in how the growth occurs. While organic growth is most predictable long-term, it can require a long time and may have serious economic risks. Inorganic growth through acquisition is much faster — rewarding you with immediate access to a bigger market share. Plus, it’s cheaper, far less risky, easier to finance and produces instant economies of scale. Your selected, proven investment banking firm can advise you step-by-step on successful planning and execution of all these profitable possibilities.  PAUL K. RICHEY is regional managing director West, at FOCUS Investment Banking LLC and is based in the firm’s Los Angeles office. FOCUS, headquartered in Washington, DC, is an investment banking firm specializing in mergers, acquisitions, and financing.

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Franchise 500

Rankings Released By Tammy Neal

Entrepreneur Magazine recently released its list of the top 500 franchise companies in the United States. Coined by the magazine as the “Franchise 500,” only franchises that submit full Franchise Disclosure Documents (FDDs) and whose information is verified by Entrepreneur can be listed. All companies are judged by the same criteria, regardless of size. Entrepreneur said with more than 1,000 companies applying, the 39th annual Franchise 500 ranking was one of the most competitive ever. Several auto service franchise programs made a strong showing, with 10 making the list. When outside analysts and investment firms take notice of our industry, it means we keep doing something right! The highest ranking auto service franchise was Valvoline Instant Oil Change, ranked No. 34. Entrepreneur reported VIOC to have 384 company owned facili-

ties and 734 U.S. franchises at the time of the Franchise 500 rankings. VIOC followed Hilton Hotels and Resorts and topped Smoothie King in rank. Express Oil Change & Tire Engineers made the next appearance on the list, at No. 120, reporting 114 U.S. franchises and 116 company-owned stores. Jiffy Lube ranked just a little further down the list at No. 181. Entrepreneur reported Jiffy Lube had 1,918 U.S. franchises and 171 foreign franchises when the data for the rankings was collected. Coming in halfway through the Franchise 500, at No. 250, is Big O Tires LLC. Entrepreneur reported Big O has 395 U.S. franchises and two company-owned stores. Tuffy Associates Corp., another oil change-plus chain, ranked at No. 257 on the 2018 Franchise 500 list, with 161 U.S. franchises and 17 company-owned stores. Grease Monkey Franchising LLC ranked a few spots down the list at No. 278. Entre-

“The highest ranking auto service franchise was Valvoline Instant Oil Change, ranked No. 34.

Entrepreneur reported VIOC to have 384 company owned facilities and 734 U.S. franchises at the time of the Franchise 500 rankings.”

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preneur reported Grease Monkey has 166 U.S. franchises, 64 foreign franchises and 90 company-owned stores. Ranking at No. 292 this year is Precision Tune Auto Care. Entrepreneur reported 200 U.S. franchises, 66 foreign franchises and 53 company-owned stores. Just 25 spots down the list is AAMCO Transmissions and Total Car Care. Ranked at No. 315 this year, Entrepreneur reported AAMCO operates 621 U.S. franchises and nine foreign franchises. At No. 319 is Honest-1 Auto Care, operating 64 U.S. franchises. Christian Brothers Automotive makes its appearance at No. 357 on the Franchise 500. Entrepreneur reported Christian Brothers operates 163 U.S. franchises and one company-owned store. To narrow the list down to 500 companies, Entrepreneur considers factors such as the company’s financial strength, stability, growth rate, system size, etc., to create its rankings. Other factors considered are number of years in business, length of time franchising, start-up costs, litigation history and the availability of companysupplied financing. Subjective elements such as franchise satisfaction or management style are not measured. The top 10 franchises as recognized on the 2018 Franchise 500 were McDonalds, 7-Eleven Inc., Dunkin’ Donuts, The UPS Store, RE/MAX LLC, Sonic Drive-In Restaurants, Great Clips, Taco Bell, Hardee’s and Sport Clips. The franchise coming in at No. 500? Aire Serv LLC — a home and commercial HVAC installation, maintenance and repair franchise. 

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. 2018 Ford F-650 SD, F-750 SD Ford Motor Company is recalling certain Ford F-650 and F-750 vehicles equipped with hydraulic brakes. The parking brake cable may not have been adjusted properly, which may result in unexpected vehicle movement. As such, these vehicles fail to comply with the requirements of Federal Motor Vehicle Safety Standard No. 105, “Hydraulic and Electric Brake Systems.” 2018 Ford F-750 SD

For vehicles equipped with a transmission that does not have a Park position or a transmission that has a Park position but the transmission lever is not placed in Park, an improperly adjusted park brake cable could result in unintended movement of the vehicle, increasing the risk of a crash or injury. Ford will notify owners, and dealers will correct the parking brake cable adjustment, free of charge. 2014-2017 Chevrolet Express; 20142017 GMC Savana General Motors LLC is recalling certain 2014-2017 Chevrolet Express and GMC Savana vehicles equipped with power windows. Liquid may leak into the driver’s power window switch and cause corrosion, resulting in high electrical resistance. High electrical resistance can increase the risk of a fire. 32

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GM will notify owners, and dealers will replace the driver side window switch, free of charge. The manufacturer has not yet provided a notification schedule. 2015 Porsche 918 Spyder Porsche Cars North America, Inc. is recalling certain 2015 Porsche 918 Spyder vehicles. The connecting shafts of the longitudinal and transverse control arms may fail due to stress corrosion cracking, impacting vehicle handling.

2018 Chrysler 300; 2018 Dodge Challenger, Charger, Durango; 2018 Jeep Grand Cherokee, Wrangler; 2018 Ram 1500 Chrysler is recalling certain 2018 Dodge vehicles because an incorrect transmission park lock rod may have been installed in the transmission. If the incorrect park lock rod is installed, 2018 Dodge Challenger

2015 Porsche 918 Spyder

If the control arm connecting shafts crack, affecting vehicle handling, it can increase the risk of a crash. Porsche will notify owners, and dealers will replace the longitudinal and transverse control arms, free of charge. 2018 Jeep Cherokee Chrysler is recalling certain 2018 Jeep Cherokee vehicles equipped with a 2.4L engine. These vehicles may have been manufactured with a fuel tube that may leak fuel into the engine compartment.

the transmission may not shift into Park and keep the vehicle from moving, increasing the risk of unintended vehicle movement and the risk of a crash. Chrysler will notify owners, and dealers will install the correct park lock rod, free of charge. 2018 Jeep Compass Chrysler is recalling certain 2018 Jeep Compass vehicles. The front lower control arms may be incorrectly welded, potentially resulting in a control arm separation.

2018 Jeep Cherokee

2018 Jeep Compass

A fuel leak in the presence of the ignition source can increase the risk of a fire. Chrysler will notify owners, and dealers will inspect the fuel tube, replacing it as necessary, free of charge.

If the lower control arm separates, it can cause a loss of vehicle control, increasing the risk of a crash. Chrysler will notify owners, and dealers will inspect and, if necessary, replace the front lower control arms, free of charge.

2004-2007 Jeep Liberty Chrysler is recalling certain Jeep Liberty vehicles because the rear suspension lower control arms can fracture due to excessive corrosion, causing a loss of vehicle control and increasing the risk of a crash. Chrysler will notify owners, and dealers will replace the lower control arms, free of charge. 2018 Ram 4500, 5500 Chrysler is recalling certain 2018 Ram 4500 and 5500 cab chassis trucks. The primary and secondary brake hoses located between the brake master cylinder and the hydraulic control unit may have been manufactured without anti-corrosion plating on the ferrules, which can allow 2018 Ram 5500

nals, loss of instrument panel display, an electrical short and possibly the deployment of seatbelt pretensioners. An electrical short can increase the risk of a fire. Turn signal, instrument cluster or seatbelt pretensioner problems can increase the risk of a crash. Ford will notify owners, and dealers will add a drainage hole in the driver’s door stepwell and incorporate a fuse into the vehicle’s wiring harness, free of charge.

GLE63S AMG 4Matic coupe, 2015-2016 GL450 4Matic and 2013-2014 GL450 4Matic vehicles equipped with the active curve system (ACS). In certain driving conditions, if the oil level in the ACS reservoir is below the minimum level, the oil may foam and leak out of the vent holes in the reser2017 Mercedes-Benz GLS450

2008-2009 Smart Fortwo Mercedes-Benz USA, LLC is recalling certain 2008-2009 smart fortwo cabrio and fortwo coupe vehicles. The rear insulation mat in the engine compartment may deform, deteriorate and loosen over time, allowing the mat to contact hot exhaust 2009 Smart Fortwo

voir cap. The leaking oil in the presence of an ignition source can increase the risk of a fire. MBUSA will notify owners, and dealers will correct the oil level as necessary and replace the reservoir sealing cap to prevent oil foam from leaking out, free of charge. the ferrules to corrode. If the ferrules corrode, the brake fluid may leak and cause a loss of braking, increasing the risk of a crash. Chrysler will notify owners, and dealers will inspect the brake hoses and replace them if necessary. 2015-2017 Ford Transit Ford Motor Company is recalling certain Ford Transit vehicles, equipped with a trailer tow module. Water can enter the tow modules and corrode the wiring, causing issues such as rapidly flashing turn sig2015 Ford Transit

system components. If the mat contacts hot exhaust system components, it can increase the risk of a fire. MBUSA will notify owners, and dealers will replace the rear insulation mat with an improved one, free of charge. 2013-2016 Mercedes-Benz GL350, GL450, GL550, GL63; 2016 MercedesBenz GLE350, GLE400, GLE450, GLE63S; 2017 Mercedes-Benz GLS350D, GLS450, GLS550, GLS63; 2012-2015 Mercedes-Benz ML350, ML63; 2015 Mercedes-Benz ML400; 2012-2014 Mercedes-Benz ML550 Mercedes-Benz USA, LLC is recalling certain 2012-2014 ML350 Bluetec 4Matic and ML550 4Matic, 2012-2015 ML63 AMG 4Matic and ML350 4Matic, 20132016 GL350 Bluetec 4Matic, GL550 4Matic and GL 63 AMG 4Matic, 2017 GLS350d 4Matic, GLS450 4Matic, GLS550 4Matic and GLS63 AMG 4Matic, 2015 ML400 4Matic, 2016 GLE400 4Matic, GLE350 4Matic, GLE63 AMG 4Matic, GLE63S AMG 4Matic, GLE450 4Matic coupe and

2017 Mercedes-Benz E300, E400, E43 AMG Mercedes-Benz USA LLC is recalling certain 2017 Mercedes-Benz E300 4Matic, 2017 Mercedes-Benz E300

E300, E43 AMG and E400 vehicles. The headlight horizontal adjustment screws on these vehicles may not be properly sealed behind a non-removable sealing cap to keep headlights from being readjusted. As such, these vehicles fail to comply with the requirements of Federal Motor Vehicle Safety Standard No. 108, “Lamps, Reflective Devices and Associated July 2018

NOLN 33

Equipment.” If the headlight’s horizontal aim is altered, a misaimed headlight may lead to an insufficiently illuminated roadway, which may increase the risk of a crash. 2003-2012 Honda Accord, Pilot; 2010 Honda Accord Crosstour; 2001-2011 Honda Civic; 2002-2011 Honda CR-V; 2003-2004, 2006-2008, 2011 Honda Element; 2007, 2009-2013 Honda Fit; 2010-2012 Honda Insight; 2002-2004 Honda Odyssey; 2012 Honda Ridgeline Honda is recalling certain vehicles because the front passenger air bag may have been installed incorrectly during re2012 Honda Accord

bag performance. As such, these vehicles fail to comply with the requirements of Federal Motor Vehicle Safety Standard No. 214, “Side Impact Protection.” If the seat-mounted air bags cannot deploy correctly in the event of a crash, there would be an increased risk of injury. Honda will notify owners, and dealers will replace the front seatback pads, free of charge.

2017 Kia Niro Kia Motors America is recalling certain 2017 Kia Niro vehicles. The hydraulic clutch actuator (HCA) inner oil seal may leak, allowing oil to accumulate in the cap area, possibly resulting in an electrical short. An 2017 Kia Niro

2018 Volkswagen Tiguan Volkswagen Group of America, Inc. is recalling certain 2018 Volkswagen Tiguan long wheelbase vehicles. A lower loop of a rear shock absorber may separate from its 2018 Volkswagen Tiguan

electrical short can increase the risk of a fire. Kia will notify owners, and dealers will inspect the HCA caps for leaked oil and replace the HCA assembly if needed, or replace the HCA cap with additional sealant. 2018 Chevrolet Equinox General Motors LLC is recalling certain placement. An incorrectly installed air bag may deploy improperly in the event of a crash, increasing the risk of injury. Honda will notify owners, and dealers will inspect and, if necessary, replace the passenger frontal air bag module assembly, free of charge. 2017 Honda Civic Honda is recalling certain 2017 Honda 2015 Honda Civic

base due to an incorrect welding process. If the lower loop of the rear shock absorber detaches, there may be a loss of vehicle control, increasing the risk of a crash. Volkswagen will notify owners, and dealers will inspect the rear shock absorbers, replacing them as necessary, free of charge. 2017 Hyundai Ioniq Hybrid Hyundai Motor America is recalling certain 2017 Hyundai Ioniq Hybrid vehicles. The hydraulic clutch actuator (HCA) inner oil seal may leak, allowing oil to accumulate in the cap area, possibly resulting in 2017 Hyundai Ioniq Hybrid

Civic Hatchback and Civic Type R vehicles. Driver and front passenger seatback pads sold as replacement service parts were made without slit openings for the seat-mounted side air bags. In the event of a crash necessitating air bay deployment, the seatback pad would interfere and adversely affect air 34

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an electrical short. An electrical short can increase the risk of a fire. Hyundai will notify owners, and dealers will inspect the HCA caps for leaked oil and replace the HCA assembly if needed, free of charge.

2018 Chevrolet Equinox

2018 Chevrolet Equinox vehicles. The driver and front passenger door window glass may not be properly tempered. As such, these vehicles fail to comply with the requirements of Federal Motor Vehicle Safety Standard No. 205, “Glazing Materials.” If the glass is not tempered properly, and the window is broken, the glass can break into large pieces, increasing the risk of injury. GM will notify owners, and dealers will replace the glass in the front doors, free of charge.  For a complete list of this month’s recalls, visit: www.noln.net

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NUTS & BOLTS

Tech Spec: 2018 Ford Expedition

MOTOR OIL: 5W-30 SYNTHETIC BLEND CAPACITY: 6.0 QUARTS (5.7 LITERS) Ford recently introduced the all-new Expedition. An all-new high-strength, aluminum-alloy body and redesigned highstrength steel frame form the foundation for Expedition’s rugged off-road and strong towing capabilities. With its roomy, flexible interior, the allnew Expedition is the first full-size utility to feature a sliding second-row seat with tip-and-slide functionality, providing easy access to the third row without the need to first remove a child safety seat. Expedition’s available Wi-Fi hotspot supports as many as 10 devices at once — up to 50 feet from the vehicle — while an available dual-headrest rear seat entertainment system provides a next-generation video experience that allows passengers to watch live TV via SlingPlayer on either of two video screens. The system represents the first time SlingPlayer — which connects to a user’s home Slingbox account — is offered in an automobile. Powerful and efficient, Expedition’s new 3.5-liter EcoBoost engine and 10-speed automatic transmission produce up to 36

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400 horsepower and 480 foot-pounds of torque. Expedition delivers 9,300 pounds of towing capability. An Expedition FX4 Off-Road Package is available. The package includes a patented electronic limited-slip rear differential, off-road-tuned shocks, all-terrain tires, seven different skid plates, unique 18-inch magnetic metallic-painted cast-aluminum wheels, chrome running boards, FX4 badging and new rubber floor liners. The all-new Expedition is available in XLT, Limited and Platinum series. In addition, an XL version is available for fleet customers, from law enforcement to emergency services. All series are available on the extended-length Expedition Max. The all-new 2018 Ford Expedition XLT carries a starting MSRP of $51,790 for the base model. The top-of-the-line Platinum Max starts at $75,720. Add four-wheel drive, a heavy-duty trailer tow package, dual-headrest rear entertainment system, first and second row floor liners and leather-trimmed second row bucket seats, and it will carry a price tag just north of $84,000.

Servicing the 2018 Ford Expedition The 2018 Ford Expedition is equipped with the intelligent oil-life monitor system, which displays a message in the information display at the proper oil change interval. This interval may be up to one year or 10,000 miles (16,000 km). When the oil change message appears in the information display, it is time for an oil change. The oil change should be performed within two weeks or 500 miles (800 km) of the message appearing. The intelligent oil-life monitor should be reset after each oil change. Drivers who use the vehicle under normal conditions — normal commuting with highway driving, no, or moderate, load or towing, flat to moderate hilly roads and no extended idling — can expect to see the oil change required message every 7,500-10,000 miles (12,000-16,000 km). Drivers who use the vehicle under severe conditions — moderate to heavy load or towing, driving in mountainous or off-road conditions, extended idling or extended hot or cold operation — can

expect to see the oil change required message every 5,000-7,500 miles (8,00012,000 km). Drivers who use the vehicle under extreme conditions — maximum load or towing or extreme hot or cold operation — can expect to see the oil change required message every 3,000-5,000 miles (5,000-8,000 km). To keep the vehicle running correctly, it is important for drivers to have the systems on their Expedition checked regularly. This can help identify potential issues and prevent major problems. Ford recommends the following multi-point inspection performed at every scheduled maintenance interval.

• Inspect the exhaust system and heat shields. • Inspect front axle and U-joints. • Inspect the half-shaft boots. • Inspect the steering linkage, ball joints, suspension, tie-rod ends, driveshaft and U-joints. • Inspect the wheels and related components for abnormal noise, wear, looseness or drag.

Multi-point inspection: • Inspect accessory drive belt(s). • Inspect battery performance. • Inspect engine air filter. • Inspect exhaust system. • Inspect exterior lamps operation. • Inspect brake, coolant recovery reservoir, automatic transmission and window washer levels; fill, if necessary. • Inspect for oil and fluid leaks. • Inspect half-shaft dust boots. • Inspect hazard warning system operation. • Inspect horn operation. • Inspect radiator, cooler, heater and air conditioning hoses. • Inspect suspension components for leaks or damage. • Inspect steering and linkage. • Inspect tires (including spare) for wear and proper pressure. (If vehicle is equipped with a temporary mobility kit, check the tire sealant expiration use-by date on the canister. Replace as needed.) • Inspect windshield for cracks, chips or pits. • Inspect washer spray and wiper operation.

At six years or 100,000 miles (160,000 km), and then every three years or 5,000 miles (8,000 km): • Change engine coolant.

Every 20,000 miles (32,000 km): • Replace cabin air filter. Every 30,000 miles (48,000 km): • Replace engine air filter.

Every 100,000 miles (160,000 km) and then every other oil change until replaced: • Replace spark plugs. • Inspect accessory drive belt(s). Every 150,000 miles (240,000 km): • Change automatic transmission fluid. • Change front axle fluid (four-wheel drive vehicles). • Change rear axle fluid.

• Change transfer case fluid (four-wheel drive vehicles). • Replace accessory drive belt(s). SPECIAL OPERATING CONDITIONS SCHEDULED MAINTENANCE Towing a Trailer or Using a Car-top Carrier: As required: • Change engine oil and filter as indicated by the information display and perform services listed in the Normal Scheduled Maintenance chart. Inspect frequently, service as required: • Inspect and lubricate U-joints (if equipped with grease fittings). Every 60,000 miles (96,000 km): • Change transfer case fluid (four-wheel drive vehicles). • Replace spark plugs. Extensive Idling or Low-speed Driving for Long Distances, as in Heavy Commercial Use: As required: • Change engine oil filter as indicated by the information display and perform services listed in the Normal Scheduled Maintenance chart.

NORMAL MAINTENANCE INTERVALS At every oil change interval as indicated by the information display: • Change engine oil and filter. • Rotate tires, inspect tire wear and measure tread depth. • Perform a multi-point inspection. • Inspect the automatic transmission fluid level (if equipped with dipstick). • Inspect the brake pads, rotors, hoses and parking brake. • Inspect the engine cooling system strength and hoses. July 2018

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Inspect frequently, service as required: • Replace engine air filter. • Replace cabin air filter.

Every 5,000 miles (8,000 km) or six months: • Change engine oil and filter. • Inspect the wheels and related components for abnormal noise, wear, looseness or drag. • Rotate tires, inspect tires for wear and measure tread depth.

Every 60,000 miles (96,000 km): • Change transfer case fluid (four-wheel drive vehicles). • Replace spark plugs. Operating in Dusty or Sandy Conditions (such as unpaved or dusty roads): Inspect frequently, service as required: • Replace engine air filter. • Replace cabin air filter. Every 5,000 miles (8,000 km): • Inspect the wheels and related components for abnormal noise, wear, looseness or drag. • Rotate tires, inspect tires for wear and measure tread depth. Every 5,000 miles (8,000 km) or six months: • Change engine oil and filter.

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Every 60,000 miles (96,000 km): • Change transfer case fluid (four-wheel drive vehicles).

Every 60,000 miles (96,000 km): • Change transfer case fluid (four-wheel drive vehicles). Off-road Operation: Inspect frequently, service as required: • Inspect steering linkage, ball joints and U-joints; lubricate, if equipped with grease fittings. • Replace engine air filter. • Replace cabin air filter.

Fluids and Capacities Motor Oil: SAE 5W-30 premium synthetic blend motor oil; capacity is 6.0 quarts (5.7 liters) with oil filter Coolant: Motorcraft Orange Prediluted Antifreeze/Coolant; capacity is 18.5 quarts (17.5 liters) for base radiator with auxiliary rear heat or 18.0 quarts (17.0 liters) for heavy-duty trailer towing with auxiliary rear heat Brake Fluid: DOT 4 LV high performance motor vehicle brake fluid ATF: Mercon ULV; capacity is 13.1 quarts (12.4 liters) A/C refrigerant: R-1234yf. 

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July 2018

NOLN 39

Embracing Efﬁciency:

DIESEL POWER UPDATE

By Owen Heatwole Fig 1: Ford 3.0L Power Stroke

iesel power has been proven for more than a century, dominating markets with challenging fuel prices and emissions requirements. The US Department of Energy reported, “In 2011, diesel car sales made up 51.8 percent of the European market.” Maserati’s Harald Wester added that in 2013, “Diesel engine[s] represent 75 percent of the large-car segment in Europe.” One US manufacturer’s blunder scarred the US automotive diesel market. In the late 1970s, GM responded to the fuel crisis by attempting to convert a 350 cubicinch V8 gasoline engine to diesel. GM installed this conversion attempt in Chevrolet, Buick, Pontiac, Oldsmobile and Cadillac cars, along with Chevrolet and GMC pickups. Many failed. A New York Times article’s title declared, “G.M.’s Dreadful Engines Gave Diesels a Bad Name.” And a Popular Mechanics article reported, “The engines were so bad, they spurred legislators in several states to draft early lemon laws. In the long run, they ruined the American consumer’s appetite for diesels.” 40

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Fast-forward 40 years, and diesels are making a comeback in America. They’ve long been used in the agricultural and over-the-road trucking industries, but there is a renewed interest in diesel power in the United States. There has long been American mania for trucks, according to Automotive News. The Ford F-150 pickup truck has been the best-selling US vehicle for 40 years. Diesel power finds a responsive market in pickup trucks. Especially with yesterday’s sluggish, shaking, smoke-belching diesels

replaced by today’s smooth diesel power and performance. These improvements also apply to passenger car diesel engines. Test drive participants experience smooth race-winning performance and ask, “Is this really a diesel?” Diesels may also be the answer to today’s regulatory red tape. Automakers believe the diesel engine can meet emissions and CAFE “requirements at a lower cost than either hybrid or plug-in systems” while also coming to market more quickly, according to Green Car Reports.

Ford

Big Three Update

Henry Ford wanted to help address farm labor. Raised on a farm with, “One foot in industry, and one foot in the soil. I have followed many a weary mile behind a plow, and I know all the drudgery of it.” In the early 1900s, Ford’s US shareholders wanted to continue to focus on automobiles. Ford created the Henry Ford and Son Company and began working with the UK’s Perkins to produce diesel Fig 2: Ram’s 3.0L EcoDiesel engine

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farm tractors. (Only the nutshell here, as Henry Ford and Son’s Fordson became, at one time, the world’s most popular farm tractor. Manufactured in the US, England and Ireland, Fordson production included both diesel and gasoline engines, along with war-support tractors and trucks.) Recently, Ford Motor Company invested in a diesel option for its F-150 pickup. One has to ask how much of this was due to problems with gasoline-fueled EcoBoost engines? When asked, Ford spokesman Mike Levine supported the EcoBoost platform but added, “diesel is a solution.” Now, Ford F-150 pickup options include a Lion Series diesel engine manufactured at Ford’s British Dagenham Diesel Centre. This engine has been proven in Jaguars, Land Rovers, Peugeot Citroëns and Aussie Ford SUVs. With modifications for the

F-150 pickup truck, Ford offers the 3.0L Power Stroke, a lightweight V6 diesel engine producing 250 horsepower at 3,250 RPMs and 440 pound-feet of torque at 1,750 RPMs. (Fig. 1)

Chrysler’s Ram Trucks Chrysler, owned by Euro registered Fiat Chrysler Automobiles’ (FCA) Fiat Automotive Group, is a major American automobile manufacturer selling under the Chrysler brand, along with Dodge, Jeep, Mopar and Ram Trucks. Ram Truck’s chief engineer Mike Cairns observed, “For years we have had customers asking, why not a light-duty diesel? There is a lot of interest. People know they will get great fuel economy, great durability and reliability with a diesel.” Cummins rules the Ram Trucks heavy-

duty diesel engine market. However, FCA owns both Ram Trucks and VM Motori, a lightweight performance diesel engine manufacturer based in Cento, Italy, with Maserati and Ferrari design connections. VM Motori produces diesel engines that have been proven for 40 years in marine applications, plus contracts to supply Maserati, Ferrari and Alfa Romeo cars, as well as Jeep Grand Cherokees and Chrysler Voyagers, while meeting Euro emissions standards. In 2014, Ram introduced its 3.0L EcoDiesel as an option on the 1500 pickup truck — a lightweight VM Motori engine with European-bred diesel fuel efficiency, smooth power and durability. (Fig. 2) In 2014, USA Today reported, “Consumer Reports crowns Ram diesel as best pickup.” And WardsAuto announced the EcoDiesel as one of the “smoothest, quietest” diesels tested. Shortly after, EcoDiesel orders challenged production. Ironically, GM’s loss became Ram’s gain. GM once owned 50 percent of VM Motori, but the 2009 bankruptcy court-ordered a recovery sale of foreign ownerships. This opened the door for FCA. Following its VM Motori purchase from GM, FCA brought a former Cadillac diesel engine to completion as the 3.0L EcoDiesel now offered in the Ram 1500, according to WardsAuto. Orders for the award-winning EcoDiesel, providing 240 horsepower at 3,600 RPMs and 420 pound-feet of torque at 2,000 RPMs, represented one-in-five of Ram 1500 sales. With an FCA 3.0L V6 diesel engine codeveloped between the Ferrari and Maserati teams already available in Chrysler’s Jeep Grand Cherokee, CarScoops said to stay tuned for a diesel to make an appearance in the Chrysler 300.

General Motors

2018 Ram 1500 EcoDiesel 42

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Not to be outdone, in 2015, GM (former owner of VM Motori before selling to FCA) introduced pickups with GM’s new lightweight 2.8L Duramax diesel engine, offering ‎181 horsepower at 3,400 RPMs and ‎369 pound-feet of torque at 2,000 RPMs. (Fig. 3) GM is stepping carefully in memory of their gasoline-to-diesel conversion blunder. “Cadillac is working on four- and six-cylinder diesel engines … [Cadillac’s recent President Johan] De Nysschen is

optimistic about the prospects for the diesel engine, even though he acknowledges that ‘the reputation has no doubt suffered a bit,’” Car and Driver reported. Part of De Nysschen’s incentive likely came when the 3.0L VM Motori diesel designed for his Cadillac CTS — lightweight and powerful while meeting Euro emissions requirements — began competing against GM’s emissions-challenged 4.5L Duramax in 2011. Stay tuned for Cadillac’s diesel recovery.

A Diesel Tech Breakthrough Newly-arrived reports from Automotive News and Motor Trend indicate, “Robert Bosch GmbH claims to have developed an exhaust system that reduces diesel emissions to a tenth of the legal limit.” Reports indicate this potential breakthrough in toxic exhaust reduction could secure diesel power in vehicles worldwide. Technical details include a paper detailing how Bosch tested the system, available for download from Automotive News (or by emailing me at: heatwole@solidstart.biz).

Figure 3: Duramax 2.8L engine

This paper concludes Bosch’s test, implementing real driving emissions (RDE) requirements, including traffic-jam conditions, with heady words: “The diesel-based powertrain has thus proved to be a futureproof solution for the entire mobility mix of the future.”

Shop Owner Priorities Prudent shop owners follow the money — vehicle manufacturer investments. As use of Bosch’s technology matures, more vehicle owners will turn to diesel power and seek their best return on investment (ROI) for engine maintenance.

Be thinking about where your shop should invest for training and inventory as more and more diesels roll through your bays. Most techs already understand internal combustion, a training curve advantage for diesel engine maintenance and repair. Be sure you have knowledge of and access to preventive maintenance inventory for diesel fuel systems. According to SAE paper 2002-01-2659, “Deposits [are] regarded among the most notable and critical of [diesel engine design] characteristics.” As the big three embrace diesel power and technology breakthroughs make diesels more efficient, you’ll want to be in the driver’s seat, helping your customers get the best ROI out of their diesel powered vehicles by offering them the preventive maintenance they need.  OWEN HEATWOLE serves as Technical Support manager of Solid Start/True Brand. He’s spent his life maintaining a variety of engines and the last 25 years supporting preventive maintenance engine decarbonization, including projects for the AMRA’s Technical Committee and training worldwide. He can be contacted at: heatwole@solidstart.biz

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How to sell more services by Casey Greseth, General Sales Manager, Kansas BG

Sales is hard. If you (or the advisors in your shop) are struggling to sell maintenance services, maybe it’s time to take a look at your approach. Instead of focusing on sales, focus on people skills. Build strong relationships with your customers. The sales will follow. We’ve all been in that awkward situation at a retail store when the salesperson tries to get you to sign up for a new credit card. They have to ask everyone to sign up, so they do. And you can tell they’re just going through the motions. The more people they ask, the more they can get to sign,

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right? Maybe, but that’s not how you earn lifelong customers. It takes time and good relationships. You may want to bite the bullet and get the difﬁcult art o er it ﬁrst ut i you only ocus on making the sale, you’ll appear pushy to your customers. The ask-for-the-sale part may occur before the customer has a chance to trust you. This can be off-putting. Just ask all those people who wanted that extra 5% off and now have a thousand maxed out credit cards! They’re not going to trust that salesperson again. This tactic sets you up for failure, making you even more nervous about sales.

Barriers to customer connection

Stereotypes can be pretty harsh, especially about people who work in the automotive industry. Everyone has heard stories about the loud, pushy sales team who won’t let you leave the car lot without signing a purchase contract. It’s the stuff of nightmares! Then there’s the story you heard from your co-worker about how their aunt’s cousin’s shoe repair guy got ripped off by some mechanic someplace, which nobody ever checks out but everybody believes. You can know what you’re doing and still hit a wall of refusal. Too many customers come in with their shields up, ready to do battle. They can’t help it. They heard about their aunt’s cousin’s shoe repair guy and are mentally prepared to be cheated. There’s a confidence gap to overcome. Your customer may not be ready to hear she’s got repairs to pay for. Car repairs and maintenance plans can be surprise expenses. This news may be easier to present with the RIM model, a sales tool for categorizing your customer’s needs. You can prioritize your recommendations based off of which category they fall into: related, immediate or maintenance.

Your customer might push away the whole plan if she’s faced with a large estimate, so offer pricing options on each of these steps. She’ll feel in control and be more open to suggestions.

Paths to positive customer relationships

Get to know your customer. Have a chat with her first. Find out her driving habits. How can you know what’s best for your customer if you don’t know anything about her? It’s like a first date; if you want it to go well, you’re going to have to get to know the person. Learn what you can about your customer so you can make appropriate recommendations. For example, if she’s a “short-hop” driver, talk to her about how varnish deposits can build up after too many short trips. Or if she has young drivers in the household, go ahead and assume her brakes are taking a beating (along with her insurance plan). Ask about fuel consumption and suggest driving habits that’ll help save fuel and brakes. A parent will appreciate having someone on her side! These conversations show you are willing to invest some time in your customer. You get to demonstrate your expertise at no cost to her other than the time it takes to listen to you. And hey, listening to you may actually save her some money down the road!

Related recommendations are anything that relates to the customer’s concern. She came in for a specific issue, and she’ll most likely listen to repair suggestions to address that issue. Immediate recommendations address any safety concerns. Safe handling of the car is critical. She may not want to hear she’s got a problem but tell her anyway. You’ll want to give her a heads up on any safety risks. Maintenance recommendations are services that would be good to plan for but aren’t immediately necessary.

Car maintenance milestones

Vehicle manufacturers suggest repairs at specific mileage markers, such as 30,000 miles or 60,000 miles. If you’re doing the same, say so. “The manufacturer recommends X-service at 30,000 miles. Have you had a chance to get that done?” If yes, the conversation is complete and the customer doesn’t feel fleeced or oversold. If no, the next question is, “Would you like us to take care of that today?” Communication is key. Many people with newer cars are still making payments. Extra service may be too expensive. Be as up front as possible regarding this expense so your customer can plan for it. What you’re hoping to hear next is, “Why do I need that?” This is your chance to shine. The days of shade tree mechanics are long gone, and many drivers don’t want to repair their own car. Getting stranded is everyone’s nightmare. Use your expertise to educate your customer. Be ready to let her know the long-term impact of poor maintenance.

Taking the long road

Stay flexible so the customer doesn’t feel pushed. Give her options. Let her know the details for a service and then offer to email her in a month to set up an appointment. Can you offer a surprise discount? Put that in the subject line and your email may get a response! This type of reminder puts the customer in charge of her service and maintenance schedule. If you offer email promotions or coupons, make sure she actually wants these before you put her on the drip list. If not, your reminders will get ignored. You don’t want to fall into the abyss of unread emails! That’s a dark and lonely place where good intentions go to die. July 2018

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Personal connection

I’m willing to bet your customer can’t get by without her car. Sweeten the pot if you need to keep the car for a while. Add-ons like a loaner car or concierge service with pick-up and drop-off can make-or-break a busy customer’s choice. When you can, find out about future car needs. If you notice infant car seats in the vehicle, stress the importance of preventive maintenance. Getting stranded is a pain, but getting stranded with a baby can be dangerous. Is summer vacation coming? Ask about long car trips in hot weather. Offer to put in the custom filter that blocks the “Are we there yet?” question. (Sadly, it’s on backorder.) Do you see a bike rack on the back of the car? She may be headed for rough terrain, so promote transmission and brake services.

Provide evidence

Not knowing what’s under the hood of a car makes a customer nervous to come in. Ignoring a problem won’t make it go away. Help your customer face her

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fears! If you find signs of a serious problem, be ready to document it visually. Share the evidence of a damaged part beside a new part for reference. For example, if a CV boot is cracked, get a picture or video to show the customer the risk to the velocity joint. You know the dangers of failure to any part of the car. Share that knowledge!

Customize your communications

Most people these days have cell phones. Find out if your customer wants a call or a text when her car is ready for pick up. Make it easy on her. Snap a photo or send a video if you need to explain repairs in more detail. Or, if the service goes as expected, a simple “your car is ready” text will work. If anything unexpected happens, then you can call. If your customer is 60+, she’s probably going to want a phone call regardless of the outcome. Keep track of how your customer wants to be contacted. Mark it on her paperwork so anyone at your shop can easily get ahold of her.

Become the expert

The end goal is to be the go-to shop or person for when there’s a funny noise or a warning light on the dash. Funny noises can be expensive, but they can get really pricey when the noise quits… it could mean the part has completely given up! You have the expertise to know if that funny noise is just a belt that needs replaced or a bad wheel bearing. Even if you solve the problem but don’t make any money doing it, your status as an expert can give your customer peace of mind. She’ll be able to confidently make plans for both regular and unplanned maintenance. Is it frustrating to have to climb over a mountain of stereotypes to provide great service to a customer? Of course. But building relationships and focusing on slow sales will help you develop a loyal and happy customer base. You’ll overcome those barriers, build trust, and be on your way to selling more services.  Content brought to you by BG Products, Inc. For more information, visit: www.bgprod.com

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You Want Your Family Business to Last?

Tips for Getting There By Mitzi Perdue

ou may be familiar with the statistic that 70 percent of family businesses don’t make it to the second generation. The big question is: how can you beat these odds? Family members need to learn some basic cultural attitudes. They need to know they are part of something bigger than themselves. They need to know they can’t always be right. They need to learn that being a member of a family business sometimes reuires sacrifice. The biggest reason that family busineses fall apart is that the family hasn’t developed the kind of culture that supports keeping the family business in the family. Families that leave this to chance rarely make it to the next generation. So, how do you create this kind of culture?

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Know Your Family Stories. We are the stories we tell ourselves, and high-functioning families have heard their family stories over and over again. How much does your extended family know about where the family business came from and what made it what it is today? How much do they understand the sacrifices, efforts and tenacity that went into making the family business you have today? Do they know stories about family members putting the good of the family ahead of their own interests? Be intentional about telling these stories. The more stories, legends, myths and parables, the stronger your family’s culture and the more likely your family business is to endure.

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Have Family Vacations. Your family vacation could be five people or 100 people, but whether it’s a large group or a small one, having aunts and uncles and cousins spending time together greatly increases the chances of building a family business that lasts. A vacation means time set aside to share experiences and to get to know and appreciate each other and to embed the family’s values. It’s a time for all branches and all generations to build the shared stories and memories that lead to trust and caring. This is especially important if family members are geographically dispersed, because it allows extended members to get to know each other.

Subsidize a family vacation after you’re gone. All too often when the patriarch or matriarch passes on, family members stop seeing each other. Maybe for the first few years they’re together at major holidays, such as Thanksgiving. And later on, maybe they get together for weddings. But gradually, there’s nothing left, and family members have superficial relationships — or no relationship at all. A highly effective antidote to this is, leave money in your will to pay for a yearly get-together. Some families subsidize an annual dinner while others pay for a nice vacation. Either way, having an endowed yearly meal or vacation can keep families together across the centuries. Ideally, there’s even money budgeted for babysitters and child-friendly activities. Endowed family get-togethers can be a highly-effective tool for helping the family continue across the generations.

Write a family newsletter. In a geographically dispersed family, a newsletter can play a huge role in helping the family to maintain a strong and

“So just as you’d get medical help, if you had alarming chest pains,

don’t put off getting professional help if a conflict in the family is getting out of hand.”

vibrant culture. Include in it interviews with the older family members or employees about the early days and some of the company’s struggles. Maybe interview the matriarch or patriarch on such issues as why it’s good to be public, or why our family should never wash its dirty linen in public, or why it’s a terrible thing to be “addicted to being right.” The newsletter can also help people catch up on family news — maybe someone became an Eagle Scout, got into the college of his or her choice or got a promotion. It’s also excellent for recording weddings, births or in the case of an engaged couple, telling the story of how they met. Other topics for your newsletter can include what’s going on in the company, including company milestones. Make it short, ideally no longer than one or two pages. You want people to read it, and unfortunately, there’s an inverse connection between how long it is and how many people will read it. If it’s limited to one page, your family members are more likely to read it when they get it, as opposed to putting it aside for later and then never getting to it.

Get help if you need it. Fortunately, there’s a whole new ecosystem of family advisors who can help. There’s no such thing as a family business that doesn’t have conflict, and when there’s a serious family conflict, the pain from it can permeate every hour of every day. Not to mention that it can blow up the whole family, and with it the family business. So just as you’d get medical help, if you had alarming chest pains, don’t put off getting professional help if a conflict in the family is getting out of hand. If you Google “family business advisors” you’ll get more than 45,000 hits in half a second. Or if you have a financial advisor, he or she is likely to be able to refer you to a professional trained in family business relationships. Family harmony is so important that anything you can do to nurture it is a wise investment. Many families don’t stay intact over the generations. This is likely to happen when a family leaves its culture to chance. The good news is, planning is something you can do, and even better, the implementation can be enjoyable and fulfilling.  MITZI PERDUE is a celebrated speaker, businesswoman, and author of “How to Make Your Family Business Last.” A cum laude graduate from Harvard University and holder of an MPA from George Washington University, Perdue draws from her direct experiences in two longlasting family enterprises to assist businesses in preparing for lifelong success. She is a past president of the 35,000-member American Agri-Women, a former syndicated columnist for Scripps Howard, and the founder of CERES Farms. For more information on Perdue, please visit: www.mitziperdue.com

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Copyright © 2018 Exxon Mobil Corporation. All rights reserved. All trademarks used herein are trademarks or registered trademarks of Exxon Mobil Corporation or one of its subsidiaries unless otherwise noted.

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illiam had never felt fear before. He had just been promoted to president of the company that had grown dramatically over the past three years and they were not ready for this rapid expansion. While he felt confident that he was the best qualified for this position, he lost sleep thinking of all the leadership challenges his people were expecting him to fix. He saw himself in the image of the Greek Titan Atlas holding up the globe. He was going to need help. The good news is William was not afraid to ask for help, and had a mentor he could turn to for that assistance. His mentor happened to be a career army officer who had developed a simple, powerful, proven model for developing leaders in the business world. He titled it BRAVE â&#x20AC;&#x201D; fitting for an Army guy.

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What keeps you up at night? What is causing you to feel pain? Some of the most significant leadership pains business leaders suffer from include: the shortfall in achieving desired results, the inability to attract and retain quality talent, the lack of leadership skills in managers, lack of a values-based culture that enables bad business decisions and unethical behaviors, the lack of an engaged workforce and the lack of an inspired high-performing executive team. The BRAVE model helped William tackle his challenges, as his company is on track for a record-setting year. The model can also assuage your fears as a leader and put you on the path to running a more stable, profitable organization.

e a Leader of Character

Character is at the heart of being an effective leader. It represents who you are and what you stand for. No amount of leadership or technical competency can overcome a lack of character. It begins with a comprehensive understanding of yourself â&#x20AC;&#x201D; a necessary condition before you can effectively lead others. Character is ultimately defined by those values or deep beliefs that guide behavior. For leaders to be followed, they must secure the trust and confidence of their followers. The best leaders of character define and communicate those values, then bring them to life through living them and rewarding others who live them.

einforce Leader Competencies

Clearly-documented leadership competencies — and their associated behaviors — make it abundantly apparent what is most important to an organization. Core competencies highlight the fundamentals of solid leadership for everyone throughout the organization. There are additional competencies commensurate with a leader’s level of responsibility. As one progresses up in the organization, responsibilities and authorities change. At the executive level, the environment is characterized by increased complexity, higher risk, greater uncertainty and less direct control over subordinate echelons. There is risk to any organization if expectations of competencies are left up to chance. Identification of them and gaining proficiency in them requires training, tireless practice and feedback.

ttack With a Leader Development Program

Over the past 243 years, the army recognized the value in investing heavily in the development of leaders at all ranks. Good development programs help prepare the current and future leaders to be prepared to lead teams and set the conditions for the organization’s future success. Once developed, rigorous execution of the program is paramount. The best leaders recognize the importance of sustained investment in the development of their people. Success stems from a culture where leaders are equipped with the mindset and passion for developing others. Leaders own the task of developing their people and cannot ignore it.

alue Coaching Excellence

One-on-one coaching is arguably the most important skill a leader must possess to be effective in developing others. The best leaders are great communicators who set the example for what right looks like. Great coaching skills do not come naturally to many leaders; they must be learned and practiced. When leaders ignore or

short-change this critical task, their people fail to grow and reach their full potential. The consequences continue to expose themselves as their people will also fail to learn how to coach their own subordinates. The entire organization suffers. The keys to coaching success include creating a positive and open communication environment, agreeing on clear goals and engaging in a consistent dialog focused on assessment of performance and inspiring actions for the future.

mbrace Trusted Relationships

Trusted relationships between leaders and their people trump everything when it comes to effective leadership. A leader’s influence over others will not occur if their mutual trust is absent. For leaders to be trusted, they need to be leaders of character, competent in technical and leadership skills, genuinely care for their people and exercise humility. The best leaders have these quali-

ties. Trusted relationships remain in place for life. Soldiers will follow their leaders into the most dangerous places, under the most extraordinary conditions if they trust their leaders. Earning that trust is a critical task and must be mastered to be a leader in the army. Why BRAVE? Francis Scott Key is the author of the famous words, “The land of the free and the home of the brave.” He wrote those words in 1814, and since 1931, they have been sung as the national anthem of the United States. The word has powerful meanings. Being a great leader is tough business. It takes courage. It takes bravery. There are powerful lessons to be learned from the US Army. This model helped William achieve the success he was seeking and can help you, too.  JEFF FOLEY is a recognized speaker, executive leadership coach and author of “Rules and Tools for Leaders.” He is a West Point graduate and retired as a Brigadier General having served 32 years in the Army. Drawing on his unique military experience, Foley uses his singular insight to build better leaders. For more information on Foley, visit: www.loralmountain.com

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NOLN 53

Donâ&#x20AC;&#x2122;t Allow These

10 r ďŹ

By William Lynott

Leaks to Drain Your Bottom Line 54

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n the fast lube business, increasing sales is not always the road to increasing profits. n fact in isi e profit leaks in your business could convert increased sales into ecrease profit. ere are cost profit robbers, along with advice on how to keep them from harming your business.

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Forgetting That Electricity is Money

Don’t look at that big electric bill every month as an unavoidable evil. Failing to adopt procedures to save energy can mean a costly profit leak. While operating an auto service business does require a lot of electricity use, there are steps that can provide significant savings in your monthly bill. For example, swapping incandescent bulbs for LED bulbs can help cut electricity usage. Wherever possible, switching regular incandescents for low-energy LEDs, despite the higher initial cost for the bulbs, can provide big savings over the projected 10-year life of the bulbs. If you’re in one of the states where the industry is deregulated, you can shop around for your energy supplier. In some cases, making a switch could save as much as 5-10 percent of your electric bill. Another potential for lowering electricity cost is an annual inspection to make sure your HVAC system is operating at top efficiency. Leaking ducts could reduce energy efficiency by as much as 20 percent, according to Ronnie Kweller of the Alliance to Save Energy.

Out of Control Communication Expense

As for keeping yourself reachable, you’ve never had it so good. With your cell phone, Internet access and regular telephone service, you’re never far from anyone you want to reach (or anyone who wants to reach you). Unfortunately, you’re probably paying a lot more than you need to for all that techno-communication. Contact your primary provider to see what bundled plans are available in your area. You may be surprised at how much you can save by giving all of your communications business to one company. In addition to saving you money, dealing with one supplier will greatly simplify your bill-paying procedures. If you are already giving all of your business to one company, give them a call and ask for an analysis of your account. Companies are constantly coming up with new

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bundling plans, and one of them might save you a bundle. But don’t expect them to come looking for you; you’ll have to ask.

Wasting Money Paying Bills

No one enjoys paying bills. That’s why we sometimes postpone that unwelcome job to the point of risking late payment fees and blemishes on our credit reports. Paying bills may never be fun, but new technology has made the task quicker, easier and less costly. Nearly all banks are online these days, and most offer free online bill paying. Once you sign up and choose a password, you log on to the bank’s website where you enter the payee’s name and address, phone number and the amount to be paid. The bank takes over from there, either by mailing a check to the payee or by making an electronic transfer of the money. You need enter the name and address of a payee only once. The next time you need to make a payment, you need only click on the payee’s name and enter the amount. The system will enter the rest of the needed information. You save precious time, the cost of postage at nearly a half a buck for every check you mail, buying checks and trips to the post office. What are you waiting for?

Drowning Under All That Paper

With all the paper you’re required to slog through for business purposes, you don’t need to add to the burden by hanging on to reams of paper because of the worry that you might need it some day. Most of it will never see the light of day. If that sounds like you, organizing guru Maria Gracia suggested two guidelines to help end the nightmare of out-of-control paper. First, use the four Ds: do it, delay it — file it in an action file or archive file; delegate it; or dump it. Second, open your mail over the wastebasket. Immediately get rid of mail you don’t need, such as catalogs or advertising offers of no interest. Then, use the 4-D system on what’s left.

Paying for Insurance You Don’t Need

Failing to Guard Your Most Precious Business Asset

Ignoring What People are Saying About You Online

The cost of insurance is a major burden for business owners these days. That’s why it’s important to cut through the smog generated by the insurance industry. In addition to business liability and fire insurance, there are only five types that you must have: life, health, disability (as long as you’re working), homeowner’s and auto. For most people, the rest are a waste of money. Life insurance on your kids is a classic example of insurance you don’t need (unless you’re raising a future Justin Bieber). Never agree to credit life insurance or to car rental insurance. Your own auto policy or credit card will probably cover that base. Once you’ve pared things down to those five types, look into consolidating some of the remaining policies with one company. That’s often a money saver.

“Pay your best employees good salaries and treat them well,” said Sally Mounts, Ph.D., president of Auctus Consulting Group in Washington, Pennsylvania. “Successful business owners know their most valuable resource is the people they employ. They reward them liberally and encourage their growth. They look for ways to affirm their value to the company through personal attention and acknowledgement. The result is employees who stay with the company for years, saving thousands of dollars the owner would otherwise be spending in training a succession of new hires.”

In this technological age, the first place many customers who are unhappy about you will go is to the Internet. It’s human nature to vent after undergoing a negative experience, and the Internet provides an easy setting for people to tell the world about their unhappiness.

If you’re not staying on top of what’s being said about your business online, you’re missing a potentially harmful profit leak. Potential customers who come across a negative comment about you or your business aren’t likely to call you to let you know, but they are likely to look for another place to spend their money. Most people place a high value on what other people say about a business. If someone says they were unhappy with your business, potential customers are likely to assume they will be unhappy too. All of this is a good illustration of how what you don’t know can hurt you. Doing your best to encourage positive feedback can help to protect against a nasty profit leak. Equally important is responding to a negative comment in a helpful and positive way in an effort to return a straying customer to your fold.

Failure to Keep a Close Eye on Your Competitors

Destructive Broken Promises

Prospects and customers alike are well acquainted with your competitors. They know the level of service and products they offer, and the friendliness and professionalism of their employees — and you should be, too. In today’s competitive environment, your customers are ready and willing to switch to a competitor for the least of reasons. Your job is to make certain that you don’t give them that reason.

Surveys show that broken promises are always among the most prominent reasons why customers abandon a business. You probably know from your own experience just how frustrating it can be when a business breaks a promise to you. Should you find yourself in a position of having to break a promise to a customer, any promise — no matter how seemingly harmless — always contact the customer as soon as you learn about the problem. An early explanation and a sincere apology will go a long way toward easing the customer’s frustration.

And it works the same way with employees. “The workplace is full of unwritten psychological contracts,” Mounts said. “One is that bosses must act with integrity, keep their word and follow through on things they’ve promised. A boss who breaks this vital precept will never be viewed in the same way; the damage to the work relationship is virtually irreversible. Don’t fall into that trap. Keep your word — literally, figuratively and psychologically. It will pay huge dividends in employee loyalty.”

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Failure to Grab Your Share of the Best Publicity of All — Free Publicity

Advertising professionals know (but usually won’t admit) that free publicity is usually more effective than the best paid ads. Most of your prospective customers will be far more receptive to a simple news item about your business than to a typical advertisement. So, how do you go about getting a piece of the free publicity pie? First, you need to learn what makes a good story. Then you need to learn how to sell it your local news media. Your news item doesn’t have to be of eye-popping importance to gain a free spot in the media, it just has to be “newsworthy.” That simply means there is something about your business that the public might find interesting. Even simple things like interesting news about you or an employee, changes in your business, charitable activities or accomplishments can be the seeds for free publicity. To get free publicity, you have to seek it actively. The media isn’t going to come looking for you. While it isn’t necessary to have a “contact” in the local press to get your share, it doesn’t hurt. Besides, contacts are easy to find these days — just head to the media outlet’s website and click on “contact us” or go to their Facebook page and post a comment with your lead for a reporter. While banishing these harmful profit leaks won’t solve all of your operating problems, it will help to boost your bottom line now and in all the years to come. 

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VIEWPOINT

Associationally Speaking

Introducing the New AOCA Board by Kristy Babb

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NOT JUST OIL, PENNZOIL

Though we are only half way through the year, 2018 is shaping up to be a success for the Automotive Oil Change Association (AOCA). Our trade show, iFLEX at The Car Wash Show 2018, was a hit among operator and vendor members, with nearly 8,800 car care professionals gathering at the Las Vegas Convention Center in April. AOCA’s various educational sessions at the event covered hot topics within the industry, employment best practices, our advocacy efforts and much more. Our President’s Reception at The House of Blues on the Las Vegas Strip exceeded expectations with over 220 individuals attending to kick-off the iFLEX festivities. This served as an opportune moment for operators and industry partners to connect. With nearly 100 votes cast, AOCA’s 2018 Board of Directors election has concluded, and our new Board has been announced. We are pleased to welcome Mark Bochnowski and Justin Cialella to the AOCA Board. Mark Bochnowski has been with Lube ‘n Go for over 20 years and is the current president and partner of the company. He has previously held the positions of Human Relations director, general manager and director of Operations since joining the company in 1997. Under his leadership, Lube ‘n Go operates 12 locations in El Paso, Texas. Justin Cialella currently is the chief executive officer of Victory Lane. Justin started as a franchisee of four Victory

Lane locations. In addition to being a franchisor, Justin also owns and operates 20 Victory Lane corporate stores within the Victory Lane chain. He has been active in the quick lube industry, most recently becoming the interim chair of the Government Affairs committee for the AOCA. Returning to the Board of Directors this year are the following individuals: president John Lindsay of Power Lube, vice president Bill Floyd with Lucas Oil Center, secretary David Haney with Oil and Lube Express, treasurer Bob Falter with Jiffy Lube, Sue Ackley with Oil Change Plus, Steve Barram with ISI, Amber Kossak with Solid Start/True Brand, and Jeff Malicote with Valvoline. We would also like to thank AOCA immediate past president Dave Jensen and outgoing board member Jim Grant for their years of dedication to the Board of Directors and the industry. Thank you! Looking ahead, AOCA will be providing two Management Certification Courses this fall. We encourage you to join us or send your managers to our Chicago course on September 11-12 or our Dallas Course on October 23-24. You can find more information at: www.aoca.org As always, don’t hesitate to reach out if you have any questions, comments or concerns. On behalf of our team, we hope you enjoy your summer!  KRISTY BABB is the executive director of the Automotive Oil Change Association (AOCA). Contact her at info@aoca.org or 800.230.0702.

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VIEWPOINT

The Name Game by Pat Burrow

Every segment of the current automotive aftermarket seems to be in a perpetual state of turmoil driven by technology, complicated by the changing needs and perceptions of our customers and suppliers. When you factor in the move by OEMs to establish their own nationally available OEM private label brand or “approved” products (that enable non-dealership entities to sell value lines with the perception of the backing of the trusted OE brand), it gets even more lopsided. This has created an environment difficult to keep up with,

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“Many smaller oil companies that were an important link in the supply chain from the manufacturers to the service centers have been purchased by large holding companies. They are being consolidated into national distribution chains; getting away from the traditional regional players that dominated the business in the past.”

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much less build a prosperous aftermarket business that continues to grow and serve your customer base. The question that seems to get asked most often is, “What forced the automotive service aftermarket to change so much?” Thirty years ago, the industry was driven by brand loyalty that came from growing up and changing the oil on the family ride with your brother or your dad. My family (particularly my dad) always had a brand favorite that verged on an obsession. When we got older, the DIFM solution we used always involved going to the service center that carried a specific brand of oil (my dad’s preferred brand of oil at the time). The consumer of today doesn’t have the

same brand loyalty many of us grew up with. DIY for most people went away with drain plugs, dip sticks, and proper disposal of the used oil. As did loyalty to anything that didn’t meet new requirements for cost, convenience and availability. The problem with brand erosion in the aftermarket is more complicated than just the passing of DIY. The question seems to be, are customers pulling away from premium brands and seeking lower-cost alternatives to cut costs, or have the lubricant suppliers created such a proliferation of products at different price points that customers changed their longtime buying habits and preferences to take advantage of lower prices on what they perceive as equivalent products?

For many companies or buyer groups, the notion that customer brand loyalty was waning created the option of having their own brand and the possibility to transition customer loyalty from a major brand to their own became financially attractive. These types of in-house brands allow the company or group to sell reliable and cost-effective solutions while shifting customer loyalties and creating better margins previously not possible in the aftermarket of years ago. No less challenging is the wave of consolidation that is overtaking the lubricant distribution business. Many smaller oil companies that were an important link in the supply chain from the manufacturers to the service centers have been purchased by large holding companies. They are being consolidated into national distribution chains; getting away from the traditional regional players that dominated the business in the past. While it’s hard to predict the eventual outcome and its effect on the automotive aftermarket service industry, it is happening somewhere close to you right now. The automotive aftermarket service industry leaders that see this clearly are people that care about the success of the industry and know their future success depends on adapting to the quickly changing requirements of a dynamic, evolving marketplace. All of us deeply invested in the service industry want what’s best for the independent automotive aftermarket, even if we can’t agree on the best method to arrive there. In the midst of this technical and supply-chain evolution occurring around us daily, no one wants to get to the point where it’s all about price. Once you start cutting margins, it becomes almost impossible to go back. With the price volatility inherent to products derived from crude oil, the price will always be driven by market forces we have no control over. In a world of changing and eroding devotion to brands, the most effective solution for many aftermarket service providers is to focus on your business. There is

no way we can be sure the brands we sell today will be here tomorrow. With consolidations, new technologies and diminishing brand loyalty, the service industry will have to focus on what it can control. That is what I would call “your own brand.” Make sure your customers are loyal to your brand, not the one on the oil can. Some of this can be accomplished with advertising. Rather than advertise brands, tout the fact you offer a wide selection of all makes of lubricants meeting or exceeding OE requirements. You can cite brands, but it’s time to come to this conclusion — brands alone do not meet customer expectations. Keeping excellent service records with historical information on each vehicle can have a much better return. Customers will be much more responsive to your business and the house brands you support if you

can cite relevant real-world information. One good example would be showing your customers they are averaging 5,000 miles or more between oil changes with outstanding results and fuel efficiency using your service solutions. It’s not marketing; it’s real data they can find relevant and helpful when making service decisions. Those who master this way of doing business will be the survivors, innovators and leaders of the aftermarket service industry in the future. You need to provide more than a brand name product at a good price. You need to make your customers loyal to your brand, not the one on the oil can.  PAT BURROW is the technical director for International Lubricants, Inc., the parent company of Lubegard branded products. He can be reached at: pat@lubegard.com To learn more about Lubegard products, call 800.333.LUBE or visit: www.lubegard.com

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Please…Don’t Ever Change By Tim Craig

vidently those words were never spoken to the mobile air conditioning industry, because once more we are in the midst of more changes. One of the changes we explained in a previous article — the new R-1234yf refrigerant. The other change in air conditioning revises the sealing design on small cans for all refrigerants, including R-134a. First, let’s examine the progress of OEMs updating to R-1234yf systems. A Quick Review In our last article on this subject, we outlined some important facts in the R-1234yf program. They included: R-1234yf is totally different than R-134a and requires different maintenance or service equipment, as well as some unique service fluids. R-1234yf fittings are a new design that will not allow a technician to perform the service without the proper equipment. R-1234yf is somewhat flammable, and precautions must be made in the work area to prevent sparking or ignition. We thought R-1234yf was going to be introduced during a very slow process, usually as new models are introduced or updated. We were incorrect in that assumption. The change is coming much more quickly than the vehicle manufacturers initially indicated.

What vehicles use R-1234yf today? The European vehicle manufacturers were first on board with the new type refrigerant, and many of their models are currently equipped with R-1234yf. In fact, all Volkswagen, Land Rover and Jaguar models now come with R-1234yf. BMW announced starting in 2017, as new mod62

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els were introduced, they would feature the new refrigerant (BMW’s X1, X3 and i-models now have it). Volvo has incorporated it in the S80, V70 and XC90. But how about the Asian manufacturers? Honda has incorporated the R-1234yf systems on the Civic, Pilot and Ridgeline — with more models slated to update as they are reintroduced. It can also be found in the Toyota Tacoma and in the Lexus line on the GS, LS, NX and RC. But the most aggressive manufacturer pushing the change in Asia is Kia – utilizing the new system in Cadenza, Optima, Sorento, Soul and Sportage. If you are considering adding this service, the real kicker comes from the US manufacturers. Cadillac led the R-1234yf charge, but now it is found on Ford F-150, Chevy Silverado and Colorado — and the GMC Sierra and Canyon. If that is not enough to pique your interest, you can add these models to the list: Cadillac ATS, CTS and XTS Chevrolet Malibu, Spark and Trax Chrysler 200, 300 and Pacifica Dodge Challenger, Charger and Durango Ford Escape, Fusion, Mustang and Transit Ram 1500 Quite a compelling reason to add R1234yf capability to your air conditioning service.

What additional inventory is needed? Besides the obvious equipment requirements, R-1234yf requires its own unique PAG oil. The correct PAG oil is “considered critical in terms of stability and solubility,” to quote one industry publication. Regarding leak detection dyes, if the ultraviolet dye you use is tested and certified safe in accordance with SAE J2297 (latest revision January, 2013), it will not harm seals or lubricants and can be used for either refrigeration system. In addition, the leak detection equipment must meet the current SAE J2913 standard, which was revised in October of 2016 to correctly detect leaks in R-1234yf systems.

What other industry changes are occurring? The EPA has issued a new restriction, “All small cans of refrigerant (under two pounds) produced after January 1, 2018, must come equipped with a self-sealing valve capable of preventing the container from venting refrigerant after it is removed from the charging valves.” The design of the seal on the small cans (any type refrigerant) is required to be a new design — a self-sealing valve. In the past, the refrigerant was accessed in the can through a piercing valve. A tool with a hose punctured the seal at the top of the can, but it could not be re-sealed. The piercing hose assembly had to remain on the can. If you removed the hose, you would lose any remaining refrigerant. The new design is more environmentally responsible and allows the tool to be removed from the can without losing the remaining contents. Note that the hose

“The new design is more environmentally responsible and allows the tool to be removed from the can without losing the remaining contents. Note that the hose assembly Photo 1

tool that was used on the old style cannot be used on the new self-sealing valve.”

assembly tool that was used on the old style cannot be used on the new selfsealing valve. It will require a new tool designed specifically for the self-sealing valve. Even though they look similar upon initial inspection, the two different styles of can are visually identifiable. Photo 1 shows the old-style piercing valve. The inner portion of the valve is small, since the piercing point of the tool requires a small area to puncture the seal. Photo 2 highlights the new self-sealing valve. The center section is larger and flat, allowing the new tool to push the seal down without damaging the seal. When the tool is removed from the can, the flat seal pushes up and prevents any of the contents from leaking out. This will also enable the technician to use all of the contents of every can without any going to waste.

due to electrical conductivity. Hybrid vehicle leak-detection dye is polyolester-based and is specific to hybrid vehicles. The R-134a leak dye used for some non-hybrid electric vehicles uses PAG oil, which is hygroscopic. Using it in a hybrid vehicle, even in the smallest amount, can create an air conditioning compressor failure. These are some of the current changes that present opportunity in the eyes of

the successful auto service facility. Knowing what the future brings presents you a golden opportunity to plan for success. In the words of John F. Kennedy, “Change is the law of life. And those who look only to the past or present are certain to miss the future.”  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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On another note, hybrids are continuing to grow in popularity. So keep in mind some HVAC systems used in hybrid vehicles require different fluids than standard systems. Some hybrid systems have used a scroll compressor, which can be powered via a belt when the engine is running or electrically when the engine is off. Most of the newer hybrids have changed to an inverter compressor, which is powered by a high-voltage electrical motor, so compressor operation does not depend on the engine. You must use the proper compressor oil, or you will end up replacing every component in the HVAC system. Also, PAG oil-based florescent dye should not be added to the electrical compressor systems found in hybrids

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THE LAND OF

OPPORTUNITY Diesel and automotive technician training programs, funding, support and changing the conversation by Lauren Henderson

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utomobile technology has propelled industry and commerce ever since Henry Ford unveiled the Model T in 1908. More than 100 years later, that hasn’t changed. Due to ever evolving engineering, science and technology, the automotive aftermarket now faces an employment gap like they’ve never experienced before. Today, there are more wellpaying automotive aftermarket jobs than qualified technicians to fill them. In this job-seekers’ market, many students entering the workforce report not having to look for jobs; they’re being pursued. And it isn’t uncommon for shops and dealerships to offer sign-on bonuses, educational reimbursement or compensation packages for automotive and diesel technicians right out of school. If you’ve ever considered, or even vaguely considered, a job in the automotive aftermarket space, now is the time to put pen to paper and truly consider your options.

THE STARTING LINE You’re probably wondering, “OK, that all sounds good, now what?” A great place to start is by going where the companies looking to hire are going, so you can find out what their requirements are. Many potential employers are looking to programs like those offered by Universal Technical Institute, McPherson College and Hennessey Performance Tuner School to help them fill their needs for qualified automotive and diesel technicians. That’s why we recommend reaching out to a program like one of these when you’re just starting out. It’s a good idea to gather as much information as you can, so you can choose the right program for your learning style and future career goals. “When our students come in, we start assisting them immediately in regard to employment,” said Universal Technical Institute Avondale, Arizona campus president, Michael Romano. “We’ve been able to verify that four out of five of our students have been able to get a job. We take a lot of pride in helping retain our students and getting them out there to work. We’ve created contractual agreements with more than 3,800 dealerships and shops out there to offer our students some level of tuition reimbursement or incentive programming.”

EARNING POTENTIAL If the idea of going back to school feels arduous to you, consider this. In some cases, society today has made four-year universities to be the new grades 13, 14, 15 and 16. But what if instead of book work, written exams and studying things you feel like you’ll never use again, you got to learn skills in a hands-on environment and felt successful doing so? Now, add on that your earning potential could be as much as, or in some cases exceed, a professional with a four-year college degree. Are you interested? “After 10 years of school, our research shows UTI graduates earn more than a four-year degree student coming out of liberal colleges and programs. The median income, according to the Bureau of Labor and Statistics, is around $38,000 for an automotive technician and around $40,000 for a diesel technician,” Romano said.

OPPORTUNITIES AHEAD To help you in your journey to becoming an automotive or diesel technician, we’ve put together program overviews as well as

a few financial aid profiles from a few of our favorite programs. Check them out below: PROGRAM OVERVIEW: UNIVERSAL TECHNICAL INSTITUTE

UTI offers prospective students seven core education programs: automotive, motorcycle, diesel, marine, collision repair, welding and CNC machining. Everyone is required to take a core program before they can move on to a manufacturerspecific program, said John Dodson, vice president of Business Alliances at Universal Technical Institute. “We don’t know if you’re a novice, but we’re going to begin teaching you from the basics” Dodson said. Once you finish the core program, students can elect to move on to manufacturer-specific advanced training programs (MSAT), which have been created in conjunction with leading manufacturers to give graduates specialized, high-demand skills. UTI instructors refer to these as the “masters program” of technician school and say they are the most advanced,

“We’ve been able to verify that four out of ve of our students have been able to get a job. We take a lot of pride in helping retain our

students and getting them out there to work.” –Michael Romano, UTI

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hands-on portion of the learning, simulating a real-life working environment as much as possible. “We have more than 30 MSAT partners like Ford, BMW, GM, Nissan and Mercedes-Benz, just to name a few,” Dodson said. “By the time a student makes it into an MSAT program, they are more technically seasoned and almost ready to move on to their professional career.” In these programs, the student to instructor ratio typically drops to around 15 to 1, providing students with more individualized targeted training. The students attire is also upgraded to match the specific manufacturer for which they are training. This professional appearance simulates the technician’s experience as they would appear on the job. These soonto-be graduates not only have the training it takes to get the best jobs, but they also have the appearance and polish to set them on the path for success. FINANCIAL AID: UNIVERSAL TECHNICAL INSTITUTE

If you’re a military vet, have special housing needs or need help finding a job to help pay bills while in school, UTI can help. They only ask that you have a passion for cars, the appropriate paperwork like a highschool diploma or GED, show up for school on-time and act professionally.

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Most of UTI’s financial aid representatives are U.S. veterans, so they are wellversed in helping you navigate VA benefits while in school if that is what you need. UTI offers military veterans a Salute to Service Scholarship, which grants military veterans a 10 percent discount on tuition as well as military-only campus orientations so you and your admissions representative can discuss what’s important to you. “Have your high school diploma or GED ready when you call; we also have a lot of former military that come through, so we’re prepared for those questions, as well. Call us, and a representative can assist you, whether it’s a question about your financial aid, VA benefits, diploma or housing, we like to make it pretty easy,” Romano said. UTI encourages all of their prospective students not to let their past scholastic success or feelings about what a job in the automotive space may or may not look like influence their decision to learn more about their programs. “If becoming a technician is something a person has an interest in, they should definitely explore it,” Romano said. For more information on the UTI campuses, programs, Veteran assistance and scholarship opportunities, visit: www.uti.edu

PROGRAM OVERVIEW: HENNESSEY TUNER SCHOOL

There is one school of thought when it comes to cars that goes a little like this: Learn to do the hard stuff, and everything else will seem easy. Summed up, that’s the philosophy of John Hennessey, president of Hennessey Performance and Hennessey Tuner School. Known in the industry for their out-of-this-world performance builds, Hennessey Performance has the kind of resume longtime car aficionados gawk at. Their highlight reel includes: covers in popular automotive publications like Road & Track, Motor Trend and Car & Driver; setting a Guinness World Record for production-car acceleration; testing an 800 horsepower supercharged Hennessey Ford Mustang GI as it runs 207.9 mph with Jay Leno on CNBC’s “Jay Leno’s Garage”; several appearances on BBC’s TV show “Top Gear”; out-racing the Bugatti Grand Sport Vitesse with the Hennessey Venom GI Spyder at 265.5 mph, claiming the title of World’s Fastest Roadster; and many more. More than 10 years ago, Hennessey decided it was time to open the doors to his Lonestar Motorsports Park complex in Sealy, Texas, to students with a passion for performance.

“Students can enroll in our 14-week program. We have three different semesters to choose from: January-April, MayAugust or September-December. Each week is comprised of the basic building blocks of performance — not only knowledge and theory, but also hands-on work turning wrenches,” Hennessey said. Students start out learning the basics like changing oil and learning all about the different processes, systems and mechanics that make a car work. After that, we get into more advanced things like power adders, performance, chassis and drivetrain modifications. Finally, they’ll take what they’ve learned in the shop out and do some on-road testing and even a little high performance driving training. “We have a quarter-mile drag strip right outside our Tuner School facility. Students get to take their cars to the drag strip to test the performance on their vehicles once every four to six weeks. If they made a tweak to say, the chassis dyno, they might want to go to the track to see if they increased the power; they can investigate why it may have changed or if it picked up a certain level of performance at one speed over another,” Hennessey said. Students will get exposure to welding and fabrication, engine calibration and conclude the class by putting in a supercharger. Hennessey jokes, he can’t fit all of his tricks-of-the-trade into Tuner School’s 14-week curriculum, but he does have one goal for all the Tuner School graduates. “We teach our students everything they know, but we don’t teach them everything we know,” Hennessey said. “Our goal for a Tuner School graduate is to come out of the program with the basic skills to gain an entry-level job at our business or another performance shop.” Hennessey and his team are a wealth of knowledge for anyone wanting to pursue a career in performance or the automotive industry in general. His advice when it comes to things you really want? Work hard, find a mentor and glean from those who have come before you. The automotive industry is one of the few left where you truly can, with enough tenacity, start at the bottom and work your way up. “A few years ago, the top guy in my shop was the guy who had started out sweeping the floors. That’s how I knew we could make Tuner School work. I thought, what

“ The utureTech uccess rogram taught me that learn better with a hands on program than with a classroom

and they have [continued] to support me the whole way.” –Leo G, FutureTech Success participant

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help finding scholarships and funding available to you and learning how to make yourself the most likely to be awarded such opportunities, TechForce can help you. Over $1.5 million in scholarships and grants are awarded every year, and they want to give you your best shot at being a recipient. For more information on TechForce Foundation and their programs, support and resources available to parents, students, veterans or existing technicians visit: techforcefoundation.org

if we could develop our own entry-level program, make it a school and give these folks the basics? As long as there was a need and desire for enthusiasts who wanted to learn how to modify and work on cars and some who wanted to make it a career, why not try it?” Hennessey said. For more information on Hennessey Performance and the Tuner School program, visit: tunerschool.com PROGRAM SPOTLIGHT: TECHFORCE FOUNDATION

If you’re a parent, student, military veteran or current technician interested in exploring options for furthering your education in the automotive workforce, check out TechForce Foundation. TechForce Foundation’s mission is to champion students through their education and into careers as professional technicians. They do this with programs like their FutureTech Success program, of which the main goal is to pinpoint the learning style of an individual student to better understand if they are a visual, audible or tactical learner. Doing this helps the student gauge where they might fit best within the automotive workforce.

SCHOLARSHIP SPOTLIGHT: THE UNDERDOG PROJECT

In 2016, SEMA and Shell Pennzoil set out along with actor, Sung Kang, most famous for his role in the “Fast and the Furious” franchise, to offer three special high school students an opportunity to explore their passions, think about their futures and bring 68

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“[The FutureTech Success Program] taught me that I learn better with a handson program than with a classroom, and they have [continued] to support me the whole way,” said FutureTech Success participant, Leo G. Many industry experts are recognizing the importance of evaluating learning styles, as well. They are seeing them as a crucial step for the success of students and, thus, the success and future of the automotive industry. “We are doing a lot to support TechForce Foundation and the FutureTech Success Program. We’re excited that there is work like this going on to help inform friends and family of kids and military vets that have a passion for working with their hands that, ‘Hey, you have options; you can build a career, and there are funds available for you to take advantage of,’” said Shell Lubricants director of North America Influence Strategy and Engagement, Nancy Bruner. FINANCIAL AID: TECHFORCE FOUNDATION

If you’re a military veteran, student or existing technician who is wanting some some respect to a car that was never really recognized in the market — a 1972 Ford Maverick. They called it The Underdog Project. The goal was for students to be able to work alongside industry veterans to restore, rebuild a vehicle and then auction it off for the SEMA Memorial Scholarship Fund, which provides scholarships and loan forgiveness to students pursuing education and careers in the automotive industry.

Once you recognize the power you have and what it feels like to invest in yourself and the things you enjoy doing day after day, you’ll stop investing your time and money into things that do not truly ignite your passions. If you’ve ever had an inkling that you might enjoy a career in the automotive industry, explore that. If you’ve had a friend or family member who’s talked about it, encourage them to do the same. Start by reaching out to an expert or someone you see doing something really cool that you’d like to do one day; pick their brain and then take one giant leap toward doing something about your future goals. “One day, I hope the jobs associated with this industry will get the label high-tech. They’ll be up there with engineers, doctors, lawyers and innovators,” said team lead for Shell Lubricants Brand, Influencer and Digital Teams, Mark Henry. We want to be right there with Henry, and every other individual and organization who has made training programs, funding, support and changing the conversation surrounding the automotive industry a priority, because big things are happening in the land of opportunity.  Content brought to you by Shell Lubricants.

“We wanted to build a pretty wild Maverick that would get some respect while providing some students with a valuable learning experience,” said SEMA vice president of OEM and product development, Mike Spagnola. For more information on the SEMA Memorial Scholarship Fund and other special program or scholarship opportunities, visit: sema.org/scholarships 

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PRODUCTS & SERVICES Racing Series Motor Oil Launch A new line of motor oil aimed specifically at weekend and professional racers has been launched by ENEOS — a division of JXTG Nippon Oil & Energy. This oil’s formula exploits industry-leading technology accumulated over decades of collaborative research with Japan’s top automakers and worldwide racing partners. The ENEOS Racing Series has been designed to deliver exceptional performance under the relentless stress of motorsports, providing maximum horsepower and excellent protection for racing vehicles.

The Racing Series features two product lines: Pro and Street. The Street product is API approved for road cars, yet will still offer great protection at higher temperatures for longer periods. Racing Street products start with a higher quality base oil and add an optimum mix of additives such as MoDTC and ZDDP to provide high power and rotation rates. They offer outstanding oil film retention, oxidation stability and anti-wear properties, especially under high temperatures and pressures. ENEOS Racing Street is available in two different weights: 0W-20 and 0W-50. The unique Racing Pro formulation unlocks superior horsepower at higher temperatures while protecting critical engine components. Unique, optimally blended additives Mo-DTC and ZDDP help to offer superior lubrication, power and protection at a wider range of temperatures than most racing oils. ENEOS Racing Pro is available in two weights: 10W-50 and 0W-20. For more information, visit: eneos.us/racing-series 70

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New Convenience Partnership CarServ recently announced a partnership with Lyft. Together the two companies will combine CarServ’s optimized repair shop workflow and enhanced shop

customer experience with Lyft’s mission to improve people’s lives with the world’s best transportation. Facilities using CarServ can easily request Lyft rides for their customers. The facilities can get customers in and out of the door faster while offering their customers a valuable service. By partnering with Lyft, CarServ service facilities can stop purchasing and maintaining courtesy vehicles and save money by using Lyft for courtesy rides. These facilities can then use those cost savings to devote more resources to servicing more cars, faster. Better operations and customer service can drive revenue growth. As the world moves toward a future of reduced vehicle ownership, growth of rideshare fleets and subscription-based transportation, CarServ will bring service facilities into the mobility ecosystem. This will allow the vehicle service industry to adapt to the evolving landscape. For more information, visit: carserv.com

New Bead Breaking Tool Set OTC recently introduced the new 5726 Bead Breaking tool set designed to break down automotive, motorcycle, ATV and small garden tractor tires. The new tool saves technicians time by easily and efficiently separating tires from their rims. The two-tool set includes a locking plier and pry tool that work together to efficiently break tire beads. The locking plier features a wedged jaw that is forced into

the tire bead when clamped on the wheel rim. The pry tool is then hooked with the plier jaw, acting as a second wedge to break the bead and separate the tire from the rim. When the pry tool is pushed down, the tire bead is easily broken. The 5726 Bead Breaking tool is covered by OTC’s lifetime warranty. For more information, visit: www.otctools.com

Recycle Spent Bulbs Facilities have a choice when it comes to managing their fluorescent light bulb waste. They can manage it as a universal waste and recycle the lights, or they can dispose of their lights as a fully regulated Resource Conservation Recovery Act hazardous waste. One option that is not permissible is tossing the lamps into a dumpster. The EPA can levy fines up to $93,500 per lamp when they discover them in a dumpster or garbage can.

New Pig recently introduced the Pig Lamp Recycling Program, a mail-back package with everything required to safely and properly collect, ship and recycle spent bulb waste, prevent landfilling and releases of mercury into the environment and stay in compliance with Universal Waste Regulations. The program’s packaging meets stringent requirements of the International Safety Transit Association’s 3A Standard Shipping Performance Test to ensure no hazardous materials, including mercury powder or broken glass, can escape during shipping. In addition, the program

includes a downloadable Certificate of Destruction to demonstrate compliance with Hazardous Waste Regulations during EPA audits. Ideal for small to mid-sized generators of fluorescent bulb waste, this hassle-free program provides everything needed for safe recycling: easy-to-use mail-back program safely recycles up to 32 T12 or T8 four-foot lamps; collection and shipping containers with prepaid UPS shipping labels to the recycling partner; Tyvek and vapor-seal bonded bag with self-adhesive seal contains lamps, tubes and haz-waste if breakage should occur during shipping; outer shipping box with multi-layered cardboard contains the sealed inner box, providing high strength for shipment to recycling center; reinforced packing tape; and access to customer’s certification of destruction upon completion of lamp recycling. For more information, call 855.493.HOGS (4647) or visit: www.newpig.com/bulb-recycling-program/c/6065

Extending Line of Products Starfire’s Tec-A line of products for frontline maintenance and service keeps growing with the addition of three new offerings. Starfire Tec-A-Carb Carb/Choke Cleaner gets hard-to-reach passages and sliding surfaces to eliminate carbon, gum, sludge, varnish or corrosive deposits that interfere with performance. It’s safe for oxygen sensors and catalytic converters. Starfire Tec-A-Nut Penetrating Oil cuts through grease and corrosion while dissolving rust to free seized components. It also is effective for water displacement,

leaving a protective film in cracks and crevices to prevent rust or corrosion. Starfire Tec-A-Glass is ammonia-free and quick-drying. It’s clinging foam formula quickly removes fingerprints, smudges, light grease, bugs, dirt and smoke residue from windows, mirrors and other glass surfaces without rinsing. It leaves a streak-free shine and a pleasant, fresh aroma. The new additions join Starfire Tec-ABrake Low VOC Brake & Parts Cleaner and Tec-A-Start Starting Fluid in the company’s line of maintenance and service products. For more information, call 888.258.8723 or visit: starﬁre1.com

Filter Catalog Now Available Purolator recently announced that its 2018 PurolatorTech Professional Automotive Filter Catalog is now available. The new catalog is designed specifically for the professional service technician to quickly and easily lookup filter options by vehicle year, make and model. It features 20 years of coverage through to the newest 2018 applications for PurolatorTech oil, air and cabin air filter offerings. The 700-page catalog provides a comprehensive listing of filters available in the United States, Canada and Mexico — updated with details on 21 new 2018 applications. The new part numbers include 13 air, five fuel and three cabin air filters. The inclusion of a buyer’s guide, competitive interchange and hotline directory make the catalog a one-stop resource for technicians. The new catalog is available in trilingual print and online versions, providing application listings by vehicle year, make and model. Technicians can explore the digital version of the catalog or experience the complete PurolatorTech product line with cross-references and search capabilities at: www.pureoil.com

Expanded Market Coverage Federal-Mogul Motorparts’ Wagner brand continues to expand its product offering to cover the industry’s most popular nameplates, across a variety of applications. During 2017 and the first quarter of 2018, Wagner introduced 462 new products. This includes brake pads, hydraulics and rotors and drums for some of today’s most popular North American, Asian and European vehicles.

Since November, Wagner has released four new products in its Wagner QuickStop product line, providing first-to-market coverage for four popular models: the 2018 Ford F-150 and Expedition, and the 2018 Toyota Camry and C-HR. Specifically engineered to reduce noise-causing vibration, these application-specific brake pads are designed and tested to restore OE-like performance to customer vehicles. With these additions, Wagner QS provides coverage for 99 percent of North American vehicles in operation. Wagner also introduced 28 new part numbers for its Wagner OEX brake pad product line, providing patented customized braking designs for millions of trucks, SUVs and CUVs in operation, bringing total coverage to 98 percent. For more information, visit: www.wagnerbrake.com

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If you have a product or service release you would like published, contact Caitlyn Nix at 800.796.2577 or caitlyn.nix@noln.net July 2018

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Clearing a Path for the Electrons by Randy Fowler

In today’s advanced automotive DC electrical systems, electrons have to travel a complex path through wiring, circuit boards, ECMs, relays, motors of all types, gauges, comfort and convenience accessories and, of course, the many safety and security devices throughout the vehicle. Finally, when their task is completed, they have to make their way back through a ground circuit to the battery. Demands on electrical systems are especially high during the summer driving season, with air conditioning running full blast, sound and entertainment systems operating to keep the kids quiet, power windows going up and down at toll booths, auxiliary cooling fans running and much, much more. These demands are exacerbated by the typical enemies of conductivity, including heat and high humidity; both of which contribute to high resistance that can affect the performance of electrical devices. For all of these reasons, the well-prepared quick lube shop can take advantage of these circumstances to provide important services to their customers that are indeed quick, profitable and valuable. The obvious place to start is with the vehicle’s battery. We are all familiar with the green/white corrosion that develops around battery terminals. In the old days, you had to remove the terminals and scrub both the outside of the battery post and the inside of the terminal with a wire brush to remove this corrosion (don’t forget — always disconnect the ground cable first and re-install it last). Fortunately today, we have very effective battery terminal cleaning chemicals that can dissolve such corrosion with just

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a quick spray, followed by a shot of battery terminal protectant to prevent future buildup of such corrosion. Note, too, that some cars and SUVs, as well as many/most RVs actually have two full-size batteries — one for typical restarting of the engine, and the other to power accessories like lighting, refrigeration, and supplemental vehicle air conditioning. Be sure to inspect and service both batteries. Your customer will appreciate the service. Many vehicles, especially older models, will have physical ground connections throughout the vehicle, often an eyelet secured to a metal grounding source, typically for lighting circuits. You may see some of these in the course of your lube and oil change service. If any appear to be badly corroded, you can quickly clean them to shiny metal and hit them with a shot of battery terminal protectant which will help prevent future rust and corrosion and keep electrical devices happy. Next, of course, you’ll want to be sure that all accessible electrical connections are clean and protected from the elements. A good electrical cleaner will remove corrosion and deposits and, happily, there are now innovative spray products that can encapsulate electrical connections with a thin, clear, weather-proof coating to keep electrons in and moisture and debris out. This is especially important with the electrical connectors used when towing a trailer, where such connectors are constantly exposed to the elements. Hot summer weather also puts unusually high demands on starters and alternators, which often have to labor to keep up with demands throughout the vehicle.

A well-placed squirt of aerosol electric motor cleaner can remove deposits that can impede the flow of electrons through brushes and armatures. Such electric motor cleaner can also be useful throughout the vehicle, to help sluggish power window motors, electric door and trunk lock actuators, even power seat motors that may have fallen victim to the occasional spilled soft drink that finds its way under the seat. We’ve all been there, right? Finally, for older vehicles with conventional ignition systems with distributors, consider protecting the distributor cap and spark plug wires with a suitable protectant chemical. Plug wires and distributor caps tend to get coated with residual oil and grease and, coupled with road splash of rain water, can allow those pesky electrons to escape to a nearby ground rather than the desired path across the spark plug electrodes. Checking electrical connections and components while oil is draining can reveal problems or potential problems. By assuring a clear and correct path for the electrons, you’ll also be assuring a clear and safe path for your customers as they embark on summer travel.  RANDY FOWLER is vice president, Auto and Private Label Sales, at Penray Inc. For 67 years Penray, Inc. has been recognized and sought after by the quick lube industry for helping professional technicians grow their businesses through innovative chemical products covering repair, maintenance and solution services. The company supports automotive, heavy duty, private label, and export markets with solutions to meet the needs of the transportation industry. Penray’s manufacturing facilities incorporate lean manufacturing techniques for optimal efficiency and quality control. Penray offers a wide variety of maintenance and specialty products available in aerosol and liquid version. Information on Penray products can be found at: www.penray.com

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