November 2018 NOLN Magazine by ⌘ ⇧ ⌥

N LN AMAZONâ&#x20AC;&#x2122;S OIL

2018 BEST LOOKING LUBE WINNER

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November 2018

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inside this issue Features

BEST LOOKING LUBE

Our winners and honorable mentions from the 2018 contest.

NOLN QUICK: “SPEED DATING” IN SAN DIEGO

The industry got business done at NOLN’s latest Quick event. Were you there? If not, find out how you can join us at the next one.

AMAZONBASICS: A NEW PLAYER IN THE OIL MARKET?

Amazon recently launched its own oil, AmazonBasics. What does that mean for the industry?

TO IDLE OR NOT TO IDLE IN WINTER WEATHER

How to educate drivers on why “warming up the car” isn’t necessary and may be illegal.

GETTING THE SHOP READY FOR WINTER

SIGNAGE 44

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Instead of reacting to a wintery onslaught, be proactive and use the mild weather of fall to prepare for the coming storms and cold.

WHAT YOUR SIGNAGE SAYS ABOUT YOU

Your signage is a first impression that encourages customers to pull in. Here are some tips to make sure your signage sells.

TEN COMMANDMENTS OF SUCCESSFUL BUSINESS MANAGEMENT

The time-honored rules of profitable business management are a critical component in the recipe for building sales and profits.

THE NEW SUPER HEROES: INTRODUCING “THE INTANGIBLES”

The Intangibles, when deployed as three specific capital investments, create energy and activate others toward positive action.

2018 OPERATOR SURVEY, PART III

Part III of the 2018 Operator Survey highlights services and best selling products.

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inside this issue

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

Viewpoints

FROM THE PUBLISHER Crowning the Best Looking Lube By Steve Hurt

ASSOCIATIONALLY SPEAKING Passing On Lessons Learned

10 28

By Kevin Davis

ANSWERS FROM THE ONE Spotlight on Oil Filters

THE UNIQUE DIFFERENCE Keepin’ It Rio By Pat Burrow

TRAIN LIKE YOUR WALLET DEPENDS ON IT Who Are The Best Trainers? By Lenny Saucier

THE PROVING GROUND Want to Improve Loyalty? Listen to Your Customers. By Danielle Wallace

Calendar of Events October 30-November 1

AAPEX Las Vegas, Nevada www.aapexshow.com

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

MAKING IT HAPPEN Is The Doctor In?

N LN AMAZON’S OIL

May 13-15, 2019 iFLEX at The Car Wash Show Nashville, Tennessee 800.230.0702 www.aoca.org

2018 BEST LOOKING LUBE WINNER

By Kit Sullivan

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SELLING IS EDUCATING Use The Right Oil; Keep Your Engine Clean.

On the cover: The 2018 Best Looking Lube Winner, Valvoline Express Care of Ashtabula in Ashtabula, Ohio.

Join the Conversation

/OilLubeNews

@OilLubeNews

@Oil_Lube_News

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By Amber Kossak

November 2018 NOL_1.indd 1

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10/10/18 4:09 PM

LETTER FROM THE PUBLISHER

Crowning the Best Looking Lube

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Publisher

Steve Hurt

steveh@stevehurt.com

Every year when the pictures of shops start coming in for the Best Looking Lube contest, I am always blown away by how far we have come as an industry. As you will see in this month’s NOLN, we have picked some beauties that are not only functional but also appealing; from the outside “curb appeal” to waiting rooms that are well-designed and very comfortable — some so much that waiting for your car to be serviced is a pleasure and you have no worries about how long it may take to service your vehicle. Of course, for us gearheads around here, we like the shop itself. There is no detail left out — from clear driving lanes to center the vehicles over the pits to product placement that has a marketing purpose and shop layouts that require fewer steps for technicians. We also love tools and equipment that are in their designed areas to increase speed of service and, most importantly, a safe working area for our most valuable asset — our employees. The words seem inadequate, but I say, “Well done, quick oil and lube industry!” Once you make it past the Best Looking winners, take some time to review our final installment of the 2018 Operator Survey. As you will see, our industry is not only looking good physically, but we are looking good on paper, too. As has been our goal, we have filled the pages with practical advice and ideas of how to improve your shop. Be sure to check out the article on page 40 if you are in the North and haven’t started getting ready for winter! If you need material for this month’s shop meeting, it is all in this month’s issue. Because of the way publishing deadlines work, last month I couldn’t comment on our September Quick Event, but now I can. I want to thank everyone who was there. It has only been two years since Tammy Neal first asked me if I ever speed-dated (a question that totally took me off guard), but in these few years, I really think we are onto something special. The vendors in our industry are absolutely outstanding in supporting new ideas and partnering with us as we discover new ways to interact with each other. To the operators who spent those precious few days with us, our hope is that by now you have already implemented the ideas that you discovered while at Quick. It is an honor for us to host this event, and we have already started planning the next event. Look for information to hit your inbox soon. Until next month 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

CONTRIBUTING WRITERS

Anne Connor William Lynott Peter Suciu Steve Swedberg Baldwin Tom GRAPHIC DESIGN

JimNissen.Design

WEBSITE DEVELOPER

Tiffany Fowler

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

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November 2018 Volume 33  Number 11 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 Jiffy Lube of Indiana Expands Art Project In collaboration with the Arts Council of Indianapolis, Jiffy Lube of Indiana expanded their “Every Part Matters” mural project to include 10 new murals on exterior walls of their buildings around the state, with a focus on Indianapolis.

The project is being facilitated by the Arts Council of Indianapolis, and the murals will be created by Indiana artists. Muralists include William Denton Ray, who designs Sun King’s branding and cans, and Carl Leck, who creates popular murals throughout Indianapolis. Jiffy Lube of Indiana hopes to set an example of how businesses can contribute and support the community in creative ways not normally associated with their specific line of business. “Public art is a place-based investment that can add to the cultural identity of a neighborhood,” said Dave Lawrence, president and CEO of the Arts Council of Indianapolis. “This partnership allows us to continue our work of ensuring quality arts experiences are accessible in every Indianapolis neighborhood. We applaud Jiffy Lube’s commitment to giving back to the community through the arts.” Six murals are set to be completed in 2018. The remaining four will follow in 2019. Current “Every Part Matters” murals can be found at four Indianapolis Jiffy Lube locations. “Since 1985, Jiffy Lube of Indiana has been committed to Growing People Through Work and to the reality that Every Part (of our community and our business) Matters,” explained Jiffy Lube owner Steve Sanner. “We work hard to challenge our employees to reach their full potential and to expose them to things that may be outside their typical comfort zone. Our commitment to public art provides both internal and external benefits to our people and the communities in which we work and live. 10

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“We began this project with three murals in conjunction with The Department of Public Works. We are now very excited to expand our reach with the help of the incredibly passionate staff at the Arts Council of Indianapolis. We are also having fun with the element of surprise. As strange as it seems to us, most people have never used Jiffy Lube and public art in the same sentence — at least until now!” Wisconsin Auto Shop Car Show Benefits Homeless Vets A Janesville, Wisconsin, auto service shop planned a charity car show to benefit local homeless military veterans. Pomp’s Tire & Auto Service held Pomp’s Power Show August 25. The car show benefitted veterans through the Janesville Patriotic Society and Housing 4 Our Vets. It’s the third time Pomp’s has hosted the show but the first time that it has donated the proceeds to a group that helps local homeless veterans.

Pomp’s Power Show

Most of the proceeds went toward homeless veteran housing services through Housing 4 Our Vets, shop manager Scott Rooney told the GazetteXtra. A small portion was donated to fixing and replacing broken or worn-out metal placards on grave markers of veterans buried in a Janesville cemetery. “It’s kind of a past and present military veterans’ tribute,” Rooney told the GazetteXtra. Rooney said a local tree service provided a large lift to hoist a 25-foot-by-40-foot flag 60 feet off the ground. The flag hung high above the car show and its sideline entertainment — music from a local radio station and a kids’ bounce house. Rooney said Pomp’s chose months ago to donate to a homeless veterans support group but added the choice hit home after news coverage that a homeless Vietnam veteran, Dan Eccles, was found dead in the Rock River in Wisconsin.

“I read the stories in the newspaper and I thought that, hopefully, the community can come together a little bit and, hopefully, make a difference with the situation we’ve got going on,” Rooney told the GazetteXtra. Big O Tires Recognizes Franchisees of the Year Big O Tires recently recognized the 2017 Franchisees of the Year. • Brian and Chad Cunningham, multistore owners in Colorado • Kent and Kory Coleman, multi-store owners in Utah • Chris Monteverde, multi-store owner in California

Brian Cunningham, Chad Cunningham and John Kairys

Chris Monteverde and John Kairys

Kent Coleman, Kory Coleman and John Kairys

The top 40 stores, based on numerical results, are eligible. Candidates submit information on their community involvement, and an executive committee considers that material, along with feedback from other franchisees to make a final decision. The program recognizes franchisees that have done an exceptional job in implementing best practices, succeeding in the industry and giving back to both their fellow franchisees and their communities. “The Franchisee of the Year program allows us to recognize franchisees that are

performing in their stores as well as making an impact in their local communities,” said John Kairys, vice president and general manager of Big O Tires. “On behalf of the Big O Tires organization, I am proud to recognize Brian, Chad, Kent, Kory and Chris on their exemplary work and their commitment to the Big O Tires brand.” Brian and Chad Cunningham pride themselves on focusing their business on the needs of their customers to ensure that every customer leaves happy. Their desire to help extends to their community, as

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AMRA Fall Technical Meeting On August 30 and 31, 76 industry professionals and executives from leading companies in the automotive aftermarket industry met in Chicago for the Motorist Assurance Program (MAP) Fall Technical meeting sponsored by the Automotive Maintenance and Repair Association (AMRA). The day-and-a-half meeting included informative and technical presentations covering topics that affect how service providers repair and maintain vehicles today, as well as their ability to build trust with the motorist.

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well, through their involvement with local organizations. Through their solid foundation and dedication to teamwork, the team is able to deliver the exceptional service their customers have come to expect. Kent and Kory Coleman believe the recipe for success lies in investing in their business, their people, their facilities and their community to create a long-term impact. They have successfully created a workplace their team members are proud of and strive to exceed customer expectations. Chris Monteverde believes in investing in his locations and his associates. He acknowledges that training is essential for continual growth and has a dedicated training room for associate development opportunities. Chris’ desire to give back extends beyond his locations, and he is committed to giving back to his community. Recipients were recognized at the annual convention in San Antonio, Texas, alongside fellow franchisees, managers, corporate associates and supplier partners.

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Great Lakes 708-599-8700 Mid-South 318-368-3101 Midwest 800-786-2803 Northeast 800-352-2776 Oklahoma 800-256-5017 South 800-256-2512 Southwest 713-747-7411 West 801-561-4251 West Texas 800-588-4662

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The topics highlighted in the meeting were: • “Battery Technology” – Jeremy Cordray, NorthStar Battery • “Battery Application and Fitment” – Glenn Perrini, East Penn Manufacturing Company • “Battery System Testing” – John Sowder, Midtronics • “Battery Charging” – Gary Mackey, Associated Equipment Corp. • “Telematics and the Supply Chain” – Jon Owen, Epicor Software

• “Automotive Telematics Systems” – Aaron Lowe, Auto Care Association • “Connected Mobility Solutions” – Kevin Mull, Bosch – Automotive Systems • “Cabin Air Quality” – Bruce Dobbs, C.A.T. Inc./Run-Rite The event began with an in-depth battery segment, covering new technologies, testing, charging and fitment. This was followed by a panel discussion involving NorthStar Battery, East Penn Manufacturing Company, Midtronics, Associated Equipment Corp. and Interstate Batteries. The afternoon focused on automotive telematics systems. With presentations covering both aftermarket and OEM systems, their capabilities and some of the opportunities and obstacles for the aftermarket. Day one ended with a networking dinner at a local upscale restaurant, allowing attendees to network and enjoy food and drinks while discussing the day’s meeting. AMRA also presented the finalized review of the Uniform Inspection and Communication Standards (UICS) covering components in the vehicle brake category and announced air conditioning will be the next category reviewed. AMRA and MAP host three Technical Meetings each year that are open to all members. Each meeting includes presentations to provide relevant knowledge on servicing the latest vehicle systems to service providers, as well as ensuring the UICS are updated. The next Technical Committee Meeting will be held January 15-16 in Orlando.

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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.

Construction Underway on WLR Automotive Group’s 20th Store WLR Automotive Group, Inc. started construction on the company’s newest location on July 19. The new location is slated

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to open in Spring 2019 and marks the company’s 20th store location opening. In addition to express car wash locations, WLR Automotive Group includes vehicle maintenance centers (The Lube Center), full-service car washes (The Auto Spa) and repair facilities (The Auto Repair). The new Auto Spa Express is located directly across the street from The Lube Center in Frederick, Maryland. “We are thrilled to open our second Auto Spa Express location that will feature some of the most innovative car wash equipment in the country,” said Randall Simpson, president and CEO of WLR Automotive Group. “We look forward to introducing the Frederick community to our unique, state-ofthe-art express car wash experience.” The new location will include a 110-footlong tunnel that can wash up to 200 vehicles per hour, drastically reducing customer wait time. In addition, this location has the most up-to-date features in the car wash industry, with free vacuums, clear roof design and LED lighting. Federated Awards Car Care Scholarships Five outstanding students have been awarded Federated Car Care scholarships for the 2018-2019 academic year: Colby Foster of Rockport, Massachusetts; Noah Padisak of Snow Shoe, Pennsylvania; Alexander Pearl of Salem, Connecticut; Erica VanVessen of Felton, Delaware; and Kaylee Wilcox of Buffalo, New York. Federated Car Care Scholarships are awarded to the employees or children of Federated Car Care Center members. The program is funded by Fisher Auto Parts and administered by the University of the Aftermarket Foundation in memory of the late Art Fisher, founder of Federated Auto Parts.

Craig Pitman 14

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To be considered, applicants must meet the criteria outlined in the Federated section of the foundation’s Automotive Aftermarket Scholarship Central website and must name Federated in the sponsor section of their completed application. As an added bonus, each application is considered for all scholarships listed on www. automotivescholarship.com where qualifications are met. Scholarship applications for the 2019-20 academic year are currently being accepted. “We are proud to present each of these exceptional young men and women with a Federated Car Care scholarship,” said Bo Fisher, chairman of Federated Auto Parts. “All five are excellent students who are involved in their respective communities. We wish them well as they continue their educations and pursue aftermarket careers.” Midas Recognizes Franchisees of the Year Midas recently announced the recipients of the Midas Franchisee of the Year Award. The awards were implemented in 2016 to highlight franchisees commitment to Midas’ core values, as well as sales growth, community involvement, business engagement and loyalty to the brand. The 2017 Franchisees of the Year are: Judd Shader, multi-store owner of the Leeds West group; Rhen Morales, multistore owner; and Craig Pitman. “I am honored to recognize Judd, Rhen and Craig as our 2017 Franchisees of the Year,” said Ron Seagle, vice president and general manager for Midas. “The dedication they show to their customers, their business, their communities and the Midas brand is exemplary, and we are both fortunate and proud to have them as part of the Midas family.”

(l. to r.) David Lynch, Midas Western Division VP; Rhenish Morales; Joyce Morales; Jim Doliber, Midas region sales manager

Judd Shader, this year’s multi-shop Franchisee of the Year recipient, is driven to excel. Team members at his King of Prussia location, overseen by district manager Jim Leary, a former police officer and firefighter, pride themselves in greeting customers with a warm welcome, providing exceptional service and giving back to the community. Shader encourages all of his managers to give back and demonstrates the philosophy by being active in the Midas partnership with community food banks through the Drive Out Hunger initiative. The team offers free oil changes to customers who donate at least 10 cans of food. Additionally, the King of Prussia team donates their carrepair skills free of charge to families with cancer-stricken children, volunteers and raises funds for a law enforcement bereavement organization and children’s hospital, discounts repairs for first responders’ personal vehicles and sponsors little-league and school events. Rhen Morales joined Midas in 2014. Since becoming a franchisee, he has expanded to three locations with doubledigit sales increases. Morales is highly engaged in his business; he explained he regularly huddles with his teams, setting goals and monitoring their performance, as well as providing them with training opportunities. Morales described his team as one that does not gauge their work by award recognition; they are simply dedicated to doing their job to the best of their ability. The team embodies the Midas core values and is committed to being partners with their customers and building trusting relationships. Craig Pitman opened his downtown Toronto store in August 2016 and has excelled ever since. Pitman has seen exponential growth in the last year alone. Not

(l. to r.) Jeff Genuario, Leeds West chief operations officer; Judd Shader, Leeds West chief executive officer; Ron Seagle, Midas vice president and GM; Brady Miller, Leeds West chief financial officer; Alan Mahrt, Auto Service Experts chief operations officer; and Bill Birkins, TBC senior vice president, Franchise Leadership

– Photo credit: Aston Martin Racing.

Performance is a quest

For the third year in a row, Total is proud to be the official Lubricant and Technical partner of the prestigious Aston Martin Racing team in the FIA WEC*. The 2018/2019 season is unprecedented as there will be two editions of 24h of Le Mans, one of the most demanding races in the world. You will have twice the opportunity to witness TOTAL QUARTZ engine oil’s reliability and the Aston Martin Vantage GTE’s long-lasting performance. Tested on the track, available to everyone. *World Endurance Championship totalspecialties.com

only has Pitman’s store sales increased by 50 percent (he is targeting another 50 percent in the next year), but he has also tripled the size of his team to better serve customers and plans on growing his store count with Midas. Through co-op opportunities to facilitate growth, Pitman is able to give back to his local community and future generations. Women in Auto Care Reaches Milestone with $100K in Scholarships Women in Auto Care, a community of the Auto Care Association, recently announced it reached a milestone in scholarship funding and tool sets for women in the auto care industry. The group’s scholarship funding began with $2,000 back in 2004 and has now expanded to $100,000 for 2018.

This year, the $100,000 is comprised of $75,000 in scholarship funds and $25,000 in tool sets. Women in Auto Care selected 30 women as the recipients of this year’s scholarships. “We are so proud to see the tremendous growth of the Women in Auto Care scholarships over the last 14 years, and we are thrilled to be able to empower more and more women each year in our industry through this opportunity,” said Danielle Sonnefeld, education committee chair, Women in Auto Care. The top 2018 scholarship recipient, Christina Schneider, was selected to receive the top scholarship of $10,000. In her application, Schneider shared a personal story of how she managed to take a difficult situation in her life and turn it around for the better through a career in the automotive industry. Schneider will be flown out to Las Vegas and honored at the Women in Auto Care reception during the annual Automotive Aftermarket Products Expo (AAPEX) show. Women in Auto Care thanks its sponsors, membership, University of the Aftermarket Foundation, TechForce and Cornwell tools for their contributions and support of the scholarships.

VIP Tires & Service Opens New Store and Launches Oil Changes for Education Program VIP Tires & Service recently opened a new store in West London, New Hampshire, the company’s 57th store in Northern New England. VIP now has 19 locations in New Hampshire, three in Massachusetts and 35 in Maine. “The Upper Valley of New Hampshire and Vermont is a strong and growing market and one that we’ve wanted to have a presence in for a long time,” said Tim Winkeler, president and COO, VIP Tires & Service. “VIP is already a well-recognized brand in New Hampshire and our new location, just off Main Street in West Lebanon, is perfectly situated to service all of the communities of the Upper Valley. “With our 93 years in business and our dedication to service excellence, it’s our goal to become the local community’s trusted hometown provider for everything automotive.” VIP’s new West Lebanon store boasts 3,200 square feet and six full bays, plus on-site storage for more than 1,500 tires, which will allow the company to provide its customers prompt and unbeatable customer service. Additional renovation highlights include: • Raising the showroom ceiling from 7 to 12 feet and adding large windows between the showroom and bays so that customers can watch their vehicles while they are being worked on • Installing all new lifts in the shop, as well as state-of-the-art alignment and tire equipment • Creating a 30-foot tire display wall so customers can make selections more easily • Installing an ADA-compliant entrance ramp for greater customer accessibility • Updating existing customer restrooms and building a new employee restroom

• Installing all new heating systems • Refurbishing the exterior with an allglass front, new paint and signage The new store opened on August 18, 2018, and an official ribbon cutting ceremony occurred on Thursday, August 23, at 4 p.m. Assistant Mayor Timothy McNamara was on hand to welcome VIP to West Lebanon. VIP hosted a grand opening celebration for the community the weekend of August 24-26. In addition to food and festivities during the grand opening weekend, VIP also launched a new initiative — called ‘Oil Changes for Education’ to support thousands of children in the Lebanon and Hartford School Districts. From August through the end of October, VIP offered $10 oil changes to all customers at the new store with 100-percent of the proceeds donated directly to local schools. Schools receiving the donations included: Hanover Street Elementary School, Mt. Lebanon Elementary School, Lebanon Middle School, Lebanon High School, White River School, Hartford Memorial Middle School and Hartford High School. “When we enter a new market, we want to become active in the local community — it’s part of our company culture,” Winkeler said. “While we were working on the new store, an article crossed my desk that detailed the enormous financial needs of the local schools. My team reached out to the superintendents of both the Lebanon and Hartford School Districts and asked how we could get involved. Together, we came up with the idea of ‘Oil Changes for Education.’ Our goal is to raise funds to support student curriculum and activity needs at the seven schools. It’s a win-win for everyone, because no one does $10 oil change anymore, and 100 percent of the proceeds will benefit so many children in the local community.” 

The VIP Tires & Service Team at its new West Lebanon, New Hampshire, store grand opening. 16

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Best

Looking

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FIRST PLACE:

Ashtabula Express Care Ashtabula, Ohio This year’s winner won over the judges’ hearts with its crisp, clean and classic look. Valvoline Express Care of Ashtabula created a cozy environment that feels more like home than a waiting room. Our judges loved all the automotive nostalgia spread throughout the waiting room. “I liked the nice large windows for natural light and clean floors and some plants to bring a bit of outside into the waiting room,” one judge commented. Another judge loved the clean, self-serve refreshment bar and the blue safety nets and blue lanes in the bay area. The competition was as fierce as ever this year. Congratulations to our winner!

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2018

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SECOND PLACE:

Great Canadian Oil Change Saskatoon, Saskatechewan, Canada With a nice mix of industrial modern and classic vintage, paired with a clean, open and unique layout, Great Canadian Oil Change came in second by the thinnest of margins. “This shop is transparency at its finest!” one judge exclaimed. Another judge echoed the sentiment and stated, “I like that all the glass makes it look like they have ‘nothing to hide.’” Our judges also loved the shop’s retro waiting room and the palm trees accenting the bays — probably not something you find all over Canada.

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THIRD PLACE:

Jiffy Lube North Port, Florida This Jiffy Lube, sporting the Multicare branding, ranked high in several areas with the judges. It had beautiful, modern waiting room and clean and organized bays. However, the judges were drawn to the “beachy” exterior — a nod to the locality — and the gorgeous landscaping. “I really like the plants, planters, bench and nice-looking signage,” one judge said.

www.noln.net

YOUR COMPLETE SUPPLIER FOR: Lubricants

Cabin Air Filters

Wiper Blades

Antifreeze

Fuel Filters

Service Chemicals

Gear Oils

Brake Maintenance Products

Oil and Air Filters

Automotive Lighting

Greases

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Transmission Fluids

Cleaners and Degreasers

Hydraulic Fluids

Car Care and Professional Service Kits Fuel System Maintenance Products

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

HONORABLE MENTION FAVORITE WAITING ROOM:

FAVORITE LANDSCAPING:

1st:

Bâ&#x20AC;&#x2122;s Express Lube Guntersville, Alabama

2nd: Valvoline Express Care of Ashtabula Ashtabula, Ohio

3rd: Great Canadian Oil Change

Saskatoon, Saskatchewan, Canada

www.noln.net

Kwik Kar Royse City, Texas With a clean, modern waiting room, immaculate bays and gorgeous Texas stonework, this shop epitomizes what we’ve come to expect from Kwik Kar facilities. It’s also the reason judges tipped their hats, giving this shop an honorable mention in this year’s contest. 

FAVORITE BAYS:

1st: Ashtabula Express Care

1st: Valvoline Express Care of Ashtabula

Ashtabula, Ohio

2nd: Jiffy Lube

2nd: VIOC Ft. Myers, Florida

North Port, Florida

3rd: Great Canadian Oil Change

Saskatoon, Saskatchewan, Canada

3rd: Great Canadian Oil Change

Saskatoon, Saskatchewan, Canada

November 2018

NOLN 25

QUICK GET BUSINESS DONE NOLNQUICK.COM

“SPEED DATING” IN SAN DIEGO By Tammy Neal

ere at NOLN, we just wrapped up our third Quick event. Quick, presented by NOLN, is the new way to get business done. The second Quick event of 2018 was held September 17-19 in San Diego, California. Like every Quick event, we had 20 operators and 20 vendors attend. Vendors and operators were paired together and had one-on-one private meetings throughout the two days of action. When we weren’t in meetings, the vendors and operators enjoyed some beau-

tiful California sunshine. If that wasn’t enough, we took in some great action on the evening of September 18. NOLN took the group right down the street to Petco Park, where we watched the San Diego Padres take on the San Francisco Giants on the baseball diamond.

Quick Logo.indd 1

“Everything was perfect. Y’all did a great job putting these power meetings together.” – Vendor

vendors (or operators, depending which side of the table you’re on) who are ready to talk business. Each short meeting takes place in the privacy of a vendor’s suite, guaranteeing uninterrupted, productive discussions. Before the event, all attendees receive binders containing full profiles of each company represented at the meetings. That way, you can assess your own business needs to determine how each of the meetings planned for you can offer solutions for your business. 9/1/17 10:32 AM

What is Quick?

If you would like the opportunity to get business done efficiently, let NOLN give you your time back with Quick. During two days of action, you’ll meet with 20

“I came here looking for a new POS and wiper blades, but I learned so much more about certain chemical companies and marketing strategies, which I plan to make steps to move forward with future “There was more than purchases and use of one best part, but picking services. Also, it was one would have to be the great talking to other uninterrupted time with operators to learn attendees and the ability about things they are to focus on what THEY are doing and products and looking to accomplish.” services they are using.” – Vendor

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– Operator

QUICK

As an attending operator, during two days of action, you’ll meet with 20 vendors who are ready to talk business. One of the best perks of Quick is that qualified operators will be fully hosted by NOLN — that’s right, we pay for the airGET BUSINESS DONE NOLNQUICK.COM fare, accommodations, hotel, meals, transfers and scheduled networking events. That leaves more money in your pocket for you to do business with the great vendors we bring to you at Quick!

Wanna Come?

When planning an event, NOLN’s goal

WHAT AREneeds SAYING is to OPERATORS match operator withABOUT vendorsQUICK Quick Logo (white).indd 1

my expectations. ablestep to meet who“Far canexceeded offer solutions. TheI was first is and theprivately application process. online discuss and purchaseJump products. Overalland I am very gohappy to: nolnquick.com Th ere, you can learn with the results and would definitely recommend it to a little more about the event, and scroll to anyone that cares about their business.” the bottom of the page where you’ll see our application form. If you want to be en“The information and the opportunities at Quick were well tered in the pool of operators we choose beyond expectations. I’ve neversimply gotten sofimuch from formyour next event, ll outvaluable time with vendors.” that form — and thenindividual we’ll get back to you on the next steps! “An to have one onevents one timehave and notbeen be distracted All opportunity of NOLN’s Quick other thingsand goingwe’ve on. Hadheard time toawesome gain a lot more greatwith successes, reports of operators who have gotten a lot knowledge from talking to the vendors and work through of business done at Quick. Don’t be left those issues that we are having” at home. Come join us. Remember, just go to www.nolnquick.com and fill out the application getbusiness started! “I haveform been intothis for 30 years and thought I knew 2/8/18 11:18 AM

QUICK GET BUSINESS DONE NOLNQUICK.COM

THANK YOU VENDORS SAN DIEGO NASHVILLE

Quick Logo.indd 1

9/1/17 10:32 AM

TO THE to the SEPTEMBER February 2018 2018

WHAT VENDORS ARE SAYING ABOUT QUICK

LUBRICANTS

everyone, but I met several new operators today.”

“Enjoyed “We go to events all the time and the profile binders are the best the we haveoneseen. We went into each meeting ready to do business.” on-one with the vendors.”

– Operator

LUBRICANTS

Submit your application to attend the next Quick event:

www.nolnquick.com November 2018 | NOLN 27 March 2018 | NOLN 61

NUTS & BOLTS

GMC redesigned its premium compact SUV for the 2018 model year. The all-new SUV features the widest range of choices yet, with three all-new available turbocharged propulsion systems, including a new turbo-diesel. Two new efficiency-enhancing nine-speed automatic transmissions are matched with the gas engines. The new Terrain’s exterior features stronger, sharper and more sculpted elements such as the grille and lighting features. The all-new Terrain Denali features its signature chrome grille along with Denali-specific accents including bodycolor fascias and lower trim, plus chrome roof rails, door handles, side mirror caps and body-side molding. Additionally, LED headlamps and 19-inch ultra-bright machined aluminum wheels are standard on the Denali. All other models feature signature LED daytime running lamps and tail lamps. Bifunctional HID headlamps are standard on SL, SLE and SLT. Additionally, 17-inch wheels are standard on SL and SLE, with 18-inch wheels available on SL and SLE, and standard on SLT. A range of three all-new turbocharged engines, includes an all-new 1.6L turbodiesel. The new 1.5L and 2.0L turbocharged 28

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Tech Spec: 2018 GMC Terrain

gas engines are matched with two unique nine-speed automatic transmissions, with the 2.0L turbo engine offering stronger acceleration and a higher degree of performance than its 1.5L counterpart. GMC’s new Electronic Precision Shift enables more storage room in the center console by replacing the conventional transmission shifter with electronically controlled gear selection consisting of intuitive push buttons and pull triggers. The Terrain comes standard with GMC’s driver-controllable Traction Select system, which has choices for different driving conditions. Elements such as the throttle responses are optimized for the selected driving mode. AWD models include a FWD mode that disconnects the AWD system to minimize drag and optimize fuel economy, while the AWD mode offers all the benefits of an active AWD system. Elements such as authentic aluminum trim, soft-touch materials on the instrument panel and doors and standard active noise cancellation are premium features seamlessly integrated into the interior design for a luxurious customer experience. The Terrain Denali features a new interior with a unique trim tint color and Denali-specific logos and piping on the front

seats. Denali customers will benefit from additional standard features, including a heated steering wheel, navigation, Bose premium 7-speaker sound system and a hands-free programmable power liftgate. GMC keeps passengers connected with 7- and available 8-inch-diagonal infotainment systems, featuring compatibility with Apple CarPlay and Android Auto functionality and a standard OnStar 4G LTE Wi-Fi hotspot that can accommodate up to seven mobile devices. Owners can also manage their vehicles remotely with the myGMC mobile app via their compatible smartphones. Every new Terrain comes standard with five years of the OnStar Basic Plan at no additional cost. Among other benefits, this connectivity plan features OnStar Smart Driver, an opt-in service designed to help GMC owners maximize their vehicle’s overall performance, reduce wear and tear, monitor fuel efficiency and become better drivers. An expanded range of available active safety technologies is designed to enhance driver awareness and even help make it easier to park and maneuver in low-speed situations. The features include radarand camera-based adaptive technologies

Out here there are no finish lines. No cameras. But in life, you get out what you put in. The same goes for your engine. Kendall ® GT-1® Max with Liquid Titanium® protection additive bonds to your engine at the molecular level for maximum protection and greater fuel efficiency.

that can provide alerts to potential crash threats, allowing the driver to react and make changes to potentially avoid them, including: new surround vision; new forward collision alert with following distance indicator; new low-speed forward automatic braking; new lane keep assist with lane departure warning; lane change alert with side blind zone alert; rear cross traffic alert and new safety alert seat. The new Terrain also features GMC’s new Rear Seat Reminder and Teen Driver. Rear Seat Reminder alerts drivers to check the back seat as they exit their vehicles under certain circumstances, while Teen Driver allows parents to set controls and review an in-vehicle report card in order to help encourage better driving habits, even when adults are not in the vehicle. The 2018 Terrain is offered in SL, SLE, SLT and Denali models. An entry-level 2018 Terrain SL with FWD and a 1.5L turbo engine starts at just over $26,000. An upgraded Terrain SLT with AWD and a 1.6L turbo diesel engine starts at just over $35,000. A top-of-the-line Terrain Denali with AWD, a 2.0L turbo engine, premium paint, a Driver Alert Package II (with IntelliBeam headlamps, Following Distance Indicator, Forward Collision Alert, Lane Keep Assist with Lane Departure Warning and Safety Alert Seat), Advanced Safety Package (Automatic Park Assist and Surround Vision), Comfort Package (wireless charging and heated rear seats), Skyscape sunroof, front and rear splash guards and rear seat infotainment system with DVD player carries a price tag of about $44,000. Servicing the 2018 GMC Terrain When the Terrain’s “Change Engine Oil Soon” message displays, the engine oil and filter should be changed within the next 600 miles (1,000 km). If driven under the best conditions, the engine oil life system may not indicate the need for vehicle service for up to a year. The engine oil and filter must be changed at least once a year and the oil life system must be reset. 30

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On vehicles with diesel engines, it is recommended to drain the diesel fuel filter of water when the oil is changed or when the “Water in Fuel Contact Service” message displays. MAINTENANCE SCHEDULE NORMAL Every 7,500 miles (12,000 km): • Rotate tires. • Check engine oil level and oil life percentage. If needed, change engine oil and filter, and reset oil life system. • Check engine oil coolant level. • Check windshield washer fluid level. • Visually inspect windshield wiper blades for wear, cracking or contamination. Replace worn or damaged wiper blades. • Check tire inflation pressures. • Inspect tire wear. • Visually check for fluid leaks. • Inspect engine air cleaner filter. • Inspect brake system. • Visually inspect steering, suspension and chassis components for damaged, loose or missing parts or signs of wear. • Check restraint system components. • Visually inspect fuel system for damage or leaks. • Visually inspect exhaust system and nearby heat shields for loose or damaged parts. • Lubricate body components. • Check starter switch. • Check parking brake and automatic transmission park mechanism. • Check accelerator pedal for damage, high effort or binding. Replace, if needed. • Visually inspect gas strut for signs of wear, cracks or other damage. Check the hold-open ability of the strut. If the hold-open ability is low, service the gas strut. • Check tire sealant expiration date, if equipped. • Inspect sunroof track and seal, if equipped.

Every 22,500 miles (36,000 km) or every two years: • Replace passenger compartment air filter. Every two years or 30,000 miles (48,000 km): • Replace fuel filter (diesel engine only). Every 45,000 miles (72,000 km): • Visually inspect all fuel and vapor lines and hoses for proper attachment, connection, routing and condition. Every four years or 45,000 miles (72,000 km): • Replace engine air cleaner filter. Every 60,000 miles (96,000 km): • Replace spark plugs; inspect spark plug wires. Every five years: • Replace brake fluid Every five years or 150,000 miles (240,000 km): • Drain and fill engine cooling system. Every 10 years or 150,000 miles (240,000 km): • Visually inspect accessory drive belts. MAINTENANCE SCHEDULE – SEVERE Every 7,500 miles (12,000 km): • Rotate tires. • Check engine oil level and oil life percentage. If needed, change engine oil and filter, and reset oil life system. • Check engine oil coolant level. • Check windshield washer fluid level. • Visually inspect windshield wiper blades for wear, cracking or contamination. Replace worn or damaged wiper blades. • Check tire inflation pressures. • Inspect tire wear. • Visually check for fluid leaks. • Inspect engine air cleaner filter. • Inspect brake system.

• Visually inspect steering, suspension and chassis components for damaged, loose or missing parts or signs of wear. • Check restraint system components. • Visually inspect fuel system for damage or leaks. • Visually inspect exhaust system and nearby heat shields for loose or damaged parts. • Lubricate body components. • Check starter switch. • Check parking brake and automatic transmission park mechanism. • Check accelerator pedal for damage, high effort or binding. Replace, if needed. • Visually inspect gas strut for signs of wear, cracks or other damage. Check the hold-open ability of the strut. If the hold-open ability is low, service the gas strut. • Check tire sealant expiration date, if equipped. • Inspect sunroof track and seal, if equipped.

Every two years or 22,500 miles (36,000 km): • Replace passenger compartment air filter.

Every 10 years or 150,000 miles (240,000 km): • Visually inspect accessory drive belts.

Every two years or 30,000 miles (48,000 km): • Replace fuel filter (diesel engine only).

Fluids and Capacities Engine Oil: SAE 0W-20 engine oil meeting dexos1 Gen 2 requirements (1.5L gasoline engine); SAE 5W-30 engine oil meeting dexos1 Gen 2 requirements (2.0L gasoline engine); SAE 5W-30 engine oil meeting dexos2 requirements (1.6L diesel engine); capacity with filter is 5.3 quarts (5.0 liters) – 1.5L AWD, 1.6L, 4.2 quarts (4.0 liters) – 1.5L FWD, 6.0 quarts (5.7 liters) – 2.0L AWD, 5.0 quarts (4.7 liters) – 2.0L FWD Coolant: Dex-Cool; capacity is 7.0 quarts (6.6 liters) – 1.5L, 7.9 quarts (7.5 liters) – 1.6L, 8.2 quarts (7.8 liters) – 2.0L Automatic Transmission Fluid: Dexron-VI Diesel Exhaust Fluid: DEF meeting ISO 2241-1 or displays the API Diesel Exhaust Fluid certification mark Brake Fluid: DOT 3. 

Every 45,000 miles (72,000 km): • Visually check all fuel and vapor lines and hoses for proper attachment, connection, routing and condition. • Change automatic transmission fluid. Every four years or 45,000 miles (72,000 km): • Replace engine air cleaner filter. Every 60,000 miles (96,000 km): • Replace spark plugs; inspect spark plug wires. Every five years: • Replace brake fluid. Every five years or 150,000 miles (240,000 km): • Drain and fill engine cooling system.

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November 2018

NOLN 31

A New Player in the Oil Market? By Steve Swedberg

y now you may have heard about AmazonBasics, the new engine oil brand available on, you guessed it, Amazon. First introduced in late July and prominently featured on Amazon’s oil page, AmazonBasics is a synthetic engine oil with API SN Plus and GF-5 credentials. It comes in three viscosity grades: SAE 0W20, SAE 5W-20 and SAE 5W-30. In addition, it carries dexos1 gen 2 approval. It is featured with the big names (Pennzoil, Mobil1, Castrol, etc.) in synthetic engine oil marketing. Although marketed as AmazonBasics, this product is actually a rebrand from Warren Distribution in Omaha, Nebraska. The concept of private label rebranding is widely used in oil marketing when a customer needs an oil but doesn’t have the manufacturing and other capabilities required or has a sales volume which is too small to justify a commitment to blend internally. Many companies, even majors, use private label to improve their position in the marketplace. In the case of AmazonBasics, Warren blends the oil with a generic additive system and base stock mix that meets industry requirements. They can blend, package and ship any oil brand. They also are able to offer artwork capabilities to help design labels, as well as advise on point-of-sale and other marketing and sales materials. That includes any regulatory help needed. This is just the latest in the growing trend towards online sales. In the four years from October 2014 to October 2018, online sales as a percentage of retail sales has gone up by nearly 50 percent. Amazon is the No. 1 online retailer, so it is obvious they are reaching across the marketplace to find new ways to increase market share. Sales of automotive oil products (engine oil, transmission fluids, gear oils and other fluids) have historically hovered around one billion gallons annually. Without any advertising, and strictly on price, AmazonBasics has gotten some attention. Customer ratings on the internet indicate there is general satisfaction with the product, but primarily based on price. Detractors say it is just Wal-Mart oil with a different name. There are no real technical issues to raise. The label copy for AmazonBasics says it is formulated for longer drain intervals, reduces the likelihood of low speed pre-ignition and reduces friction for better fuel economy and reduced wear. It is resistant to viscosity and thermal breakdown and has low 32 | www.noln.net

volatility to minimize deposits and emissions. It is approved for dexos1 gen 2, API SN Plus and ILSAC GF-5. It is available in fivequart jugs or six-packs of one-quart containers. From a brief look at the commenters, it looks as though the primary buyers for oils on the internet (including Amazon) are DI-Yers. The DIY market once dominated oil sales, but times have changed. Now, most people are content to be D-I-F-M. The DIFM market doesn’t usually go to a big box store to buy oil. They often rely on distributors and majors to supply them with the necessary oils for their operations. The biggest issue with shipping oil is the weight. Orders can be placed online and picked up at a distribution center, if Amazon has them. It would probably take about 15 regionally placed to cover the country effectively. It’s not clear what Amazon will be doing since they do not have that many established warehouses throughout the country. As of press time, Amazon Prime members get free-two day shipping. So the question is, whether or not AmazonBasics’ motor oil line will be the next big win from Amazon. Only time will tell. 

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Automotive Recalls As a service to your customers, please note the following vehicles that have been recalled by the National Highway Traffic Safety Administration (NHTSA) or by their manufacturers. Note these recalls apply only to items that could affect vehicle occup ancy safety. Items listed under separate manufacturer technical service bulletins are not always covered by warranty.

e r i T c i n o Electr

r o t a Infl

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Accurate online at:

2016-2018 Toyota Prius Toyota Motor Engineering & Manufacturing is recalling certain 2016-2018 Toyota Prius vehicles. A portion of the engine wire harness connected to the hybrid power control unit (PCU) could contact the cover at this connection and wear, causing an electrical short circuit.

A vehicle fire could result if materials ignite inside the vehicle. Ford will notify owners, and dealers will remove the B-pillar insulation material and wiring harness tape and install heat resistant tape, free of charge. 2012 Toyota Avalon Toyota Motor Engineering & Manufacturing is recalling certain 2012 Toyota Avalon vehicles. During a vehicle repair, the seat belt inner buckles may have been replaced with parts that may incorrectly tell the air bag management system that the seat belt is always buckled. 2012 Toyota Avalon

2018 Toyota Prius

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An electrical short can increase the risk of a fire. Toyota will notify owners, and dealers will inspect the engine wire harness assembly and replace it if damage is found. A protective sleeve or protective tape will be included to prevent any future damage. These repairs will be performed, free of charge. 2015-2018 Ford F-150 Ford Motor Company is recalling certain 2015-2018 Ford F-150 regular cab and supercrew cab vehicles. If a front seat belt pretensioner deploys as the result of a crash, the sparks may ignite materials such as carpeting or insulation within the B-pillar area.

If the seat belt is falsely interpreted as being buckled, in the event of a crash, the air bags may not deploy appropriately, increasing the risk of injury. Toyota will notify owners, and dealers will test the seat belt assembly to verify that it is properly detecting being unbuckled, replacing the inner seat belt assembly as necessary, free of charge. 2018-2019 Ram 1500 Chrysler is recalling certain 2018-2019 Ram 1500 trucks. The rear differential may have been insufficiently filled, possibly resulting in its failure. 2019 Ram 1500

2018 Ford F-150

If the rear axle assembly fails, it can cause a loss of drive or the rear wheels may lock up. Either scenario increases the risk of a crash. Chrysler will notify owners, and dealers will inspect the rear axle oil level. Rear axles with an insufficient amount of oil will be replaced, free of charge.

2019 Volvo XC40 Volvo Car USA LLC is recalling certain 2019 Volvo XC40 vehicles. The brake pedals may not have been correctly riveted, allowing the pedal to move out of position, possibly reducing braking performance.

MAXIMIZE MAXIMIZE ENGINE ENGINE PROTECTION

The wet air bag control module may result in an unintentional deployment of the air bags, increasing the risk of injury or crash. 2018 Volkswagen Atlas

2019 Volvo XC40

Reduced braking performance can increase the risk of a crash. Volvo has notified owners, advising them to stop driving their vehicle. Cars will be inspected on-site or towed to dealers, and the brake pedals will be replaced as necessary, free of charge.

PROTECTION

2018 Ford Edge; 2018 Lincoln MKX; 2019 Ford Flex; 2019 Lincoln MKT Ford Motor Company is recalling certain 2018 Ford Edge, Lincoln MKX, 2019 Ford 2018 Ford Edge

Volkswagen will notify owners, and dealers will inspect the air conditioning drain tube, and if it is twisted, the drain tube and air bag control module will be replaced, free of charge. Some of the affected vehicles have had their drain tube previously replaced but did not receive a new air bag control module; the air bag control module will be replaced in these vehicles. 2018 Ford Edge; 2018 Lincoln MKX Ford Motor Company is recalling certain Ford Edge and Lincoln MKX vehicles. These vehicles may have door striker bolts that are shorter than intended. Vehicles with shorter door striker bolts fail to comply with the requirements of Federal Motor Vehicle Safety Standard No. 206, “Door Locks and Door Retention Components” potentially resulting in the doors opening in the event of a crash. 2018 Lincoln MKX

Your vehicle’s oil ﬁlter—it’s Your vehicle’s ﬁlter—it’s replaced more oil than any other service part on your replaced more thanvehicle, any other and is critical to helping the service part on your vehicle, motor oil remove contaminants and is critical to helping the that can harm your engine.

motor oil remove contaminants that can harm your engine. Pennzoil provides quality oil ﬁlters for maximum engine protection. They help remove Pennzoil provides quality oil damaging dirt and grit from ﬁlters for maximum engine motor oil toThey clean,help cool,remove seal, protection. and lubricate the engine more damaging dirt and grit from effectively.

motor oil to clean, cool, seal, and lubricate the engine more effectively. NOT JUST OIL, PENNZOIL ®

Flex and Lincoln MKT vehicles. The power supply cables at the starter and alternator may not have been properly secured, possibly resulting in an electrical arc. An electrical arc can increase the risk of a fire. Ford will notify owners, and dealers will inspect the alternator and starter motor power supply cables to verify that they are properly secured, correcting them as necessary, free of charge. 2018 Volkswagen Atlas Volkswagen Group of America, Inc. is recalling certain 2018 Volkswagen Atlas vehicles. During production, the air conditioning system drain tube may have been twisted, causing water to drain into the air bag control module.

If the doors open in the event of a crash, there is an increased risk of injury. Ford will notify owners, and dealers will replace the door striker bolts, free of charge 

N LN

. net

visit www.noln.net for more recalls

PENNZOIL OIL FILTERS ®

WHEN IT COMES TO AUTOMOTIVE FILTERS, IT’S WHAT YOU CAN’T SEE THAT’S IMPORTANT You care about the customer’s vehicle, and you want to protect their investment. Pennzoil high quality oil filters protect against high pressure surges and have the ability to e ciently capture the dirt and contaminants the oil is removing and hold those contaminants until the next oil change. An oil filter so good it meets or exceeds industry specifications for capacity and e ciency.1 o

ith an industry leader in ﬁlters.2 Go with Pennzoil® oil ﬁlters.

Contact Shell Representative, Joel Khan at 847-274-2443.

inverted position of an engine shutdown

1. ANTI-DRAIN BACK VALVE

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Steel tube construction provides maximum support to the ﬁlter media to help prevent collapsing during restricted conditions

6. FILTER MEDIA

Synthetic blend media for increased e ciency and capacity

1 2

Based on USCAR speciﬁcations NOLN Customer Survey September 2017

MAKE IT A PENNZOIL CHANGE.™

To IDLE or Not to IDLE

in Winter Weather:

How to Educate Drivers on Why “Warming Up the Car” Isn’t Necessary and May Be Illegal

By Peter Suciu

ast winter’s “Arctic Blast” was one for the record books — with cities such as Chicago experiencing weeks of sub-freezing temperatures and even parts of Florida experiencing unusually cold weather. It is the kind of weather where few want to leave a warm house and head out in a cold car. Anyone who grew up in the 1980s or earlier where cold weather was a normal part of winter probably remembers a time when dad would go out to “warm up the car.” Today, however, the mere concept of idling an engine is enough to send many into a tirade about the damage to the planet — while others may proclaim warming up could damage the engine. The question to idle or not to idle is worthy of consideration, but the facts need to be presented. First, dad wasn’t wrong back in the day — and we don’t mean when Fred Flintstone’s feet were the means of propulsion 38

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in a car. Rather, the idea that cars should be warmed up in cold weather just dates back to a time when carburetors were installed in nearly every car. Back then, in especially cold weather, the gasoline engines didn’t run all that well right after starting up, so “warming up” the car wasn’t just about comfort, it was about ensuring that the car would run well. In very cold weather, it actually took a while for the engine to reach an operating temperature that matched the ability of the carburetor to mix fuel and air well enough to maximize the power output to ensure smooth operation. “This made sense in the days where internal combustion engines had carburetors and needed to warm up to get air and fuel mixing,” explained Chriag Rathi, consulting director for Automotive Research at Frost & Sullivan. “Over the last three decades, electronic ignition technology has made idling unnecessary because the electronic ignition does the adjustments for you based on ambient conditions,” Rathi said. Yet, many American drivers still think they need to warm up the vehicle. It has become an accepted practice, in part because there has been little in the way of education directed at drivers. One study conducted in 2009 found most adult drivers assumed that it was necessary to warm up the car for at least five minutes before

driving when the temperature was below 30 degrees. Where the issue becomes more complex is there is some truth in the argument that engines may benefit from being warmed up — the key words being “some” and “may.” According to the Environmental Protection Agency and the Department of Energy, it does take longer for the engine to warm up and reach an optimal driving temperature in cold weather, but it shouldn’t really take a study to know that. It is also important to note that cars do have worse fuel economy when it’s really, really cold outside. So drivers can expect to get lower fuel economy when the “Arctic Blast,” “Polar Vortex” or whatever buzz word the weather forecasters use to describe an extreme winter cold spell hits — at least for the first couple of minutes or until the engine heats up. However, this doesn’t mean that warming up the car will help save fuel — because gasoline will be used to warm up the engine, and hence, drivers are not really saving anything. In fact, driving the car will warm up the engine faster than allowing it to idle anyway. This is why auto experts today suggest that drivers should warm up the car for no more than 30 seconds. Some automotive experts even argue that if the car is started up and idled, in addition to the fuel that is potentially wasted, it could actually cause some problems.

If the engine is not under load yet fuel is actually going down into the cylinders and the engine is cold, there is the possibility of a phenomenon known as quench, where the fire is outside the cylinders. This can contaminate the oil much faster, increasing the need to change the oil sooner. This can also affect the lubrication of the engine as it is warming up, which is why many experts say with modern cars drivers shouldn’t idle a cold car if possible. So why has the practice of warming up the car continued? “Some people still continue to idle cars because of habits,” Rathi said. “Considering how impatient millennials are, this is likely to become a thing of the past soon. It is just wastage of energy with no benefits to engine performance.” Yet, it almost seems like the industry encourages people to warm up their vehicles — often times without even having to get into them.

against idling a vehicle. As with many other laws, these vary greatly, so drivers — and shop owners — should confirm the laws specific to their state and city. Even in states that don’t have laws on the books about idling, many cities do. These laws usually have fines, which can be $100 or more. California, as an example, has a $750 fine for the first offense for idling a truck — but that is for letting it run 30 minutes or longer. The District of Columbia may also be among the most stringent when it comes to anti-idling laws. Drivers of diesel-powered vehicles who idle for more than three minutes — five minutes if temperatures are below 32 F — can be punished by fines not to exceed $5,000. Many states do offer exceptions when temperatures are exceedingly cold — perhaps lawmakers don’t want to sit in a cold car any more than anyone else — but it is recommended to err on the side of caution.

“Auto experts today suggest that drivers should warm up the car for no more than 30 seconds. Some

automotive experts even argue that if the car is started up and idled, in addition to the fuel that is potentially wasted, it could actually cause some problems.” “Several cars come with remote start, which comes in handy to pre-warm the car,” Rathi noted. “This is a comfort factor not related with engine performance.” It is also one that could be illegal, depending on state or local community laws. Many jurisdictions have laws that make it illegal to leave a car unattended while it’s running, but the use of remote starters is a significantly more complex issue. While the car may not be able to drive off if the remote starter isn’t present in the vehicle, there is the issue of the environmental impact of using such a device. According to the EPA, today 31 states, as well as Washington, D.C., have regulations

Even in states where the idling isn’t an issue, leaving a car unattended while running could get a driver in trouble. Nick Taylor of Roseville, Michigan, found this out in 2017 during a cold snap when he received a fine for running his truck in his own driveway with the keys in the ignition. Taylor had run to the grocery store and only stepped into the house for a minute, but it still cost him $128 to pay the fine for leaving the vehicle unattended. With all this in in mind, do some research on the idling laws in your community, and share your findings with customers before the next cold snap hits. 

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Getting the SHOP Ready for WINTER By Peter Suciu

ou don’t need to be a fan of HBO’s “Game of Thrones” to know that “winter is coming,” but the changing seasons can still catch many people off guard. Customers often forget there are services that should be done as the colder weather approaches, but shops often put off the preparation until an early freeze or, worse, late-fall snowstorm requires sudden reaction. Instead of reacting to a wintery onslaught, a better course of action is to be proactive and use the mild weather of fall to prepare for the coming storms and cold. This doesn’t have to be an overly complex process. Just a few minutes of preparation now can help keep the shop running smoothly until the spring thaw. “Before the first snowfall, we make sure the shop floors are clean and that we have a big bag of salt for the snow and ice we know we’re going to get,” said Danny Rosenbloom, general manager of HEART Certified Auto Care in Chicago. “In the summer, we focus on growth. Like a body builder, we have been bulking up all summer by adding staff, extending operating hours and increasing inventory levels,” said Tyson Daniels, president of Idaho-based Threshold Automotive Service. “As we enter the fourth quarter, we have the opportunity to tighten our belt and get back to fighting weight,” Daniels said. “But to do this, we need to prepare our customers, vendors, employees, facilities and, hopefully, our bank accounts for the winter season.” While the Old Farmer’s Almanac and the National Oceanic and Atmospheric Administration alike have predicted a milder than usual winter, even a couple of storms can catch a shop off guard. It won’t be winter without some snow and ice. “Before the weather changes, we need to inspect our facilities and make corrections,” Daniels said. This includes checking all interior and exterior lighting — replacing bulbs and fixtures will be easier before the cold weather arrives. In addition, Daniels said his team gives the shop a once over to see if any exterior paint should be touched up, and some TLC should be applied to the lawn in the way of a winterization fertilizer, which will help keep the spring weeds away. Fall is the time, too, to check the parking lot for any holes that should be filled or curbing that should be replaced. Then comes the time to make sure the shop facilities can be adequately buttoned up for that sudden blast of cold weather.

“Check the door thresholds — are the thresholds on the bottom of the bay doors in a condition that will prevent the cold weather from coming into the building?” Daniels asked. “Clean all the windows, doors and spot clean the exterior of the building before the temperatures get cold enough to freeze. Check the driveway signal bell and ensure it is working and installed in a manner that is easy to move for snow removal equipment when needed.”

Employee Scheduling During Winter

No one likes to have extra duties, but in the winter that is all too often the case. So, let the team know in advance that teamwork will be crucial in a snowstorm or other wintery conditions. This can include scheduling time to refresh the crew on the products and services you will be offering. “Make sure all crew members know how to inspect, present and perform the service you will be offering,” Daniels said. “Look at last year’s traffic report compared to the current year’s trend. Calculate the staff that is needed based off of labor hours per vehicle.” Determine in advance how the team will deal with having to clean up from the snow and ice accordingly. Policing the parking lot for ice is also something that could be added to the schedule to ensure it is taken care of regularly. “We want to schedule with our staff when and where we are checking the parking lot and walkways to make sure both are clear,” said Ramon Morales, shop manager for Honest-1 Auto Care in Chicago. “This includes mopping the floors and putting a sign out to let customers know that there is a potential for slippage. Something simple like this alerts customers and employees to be aware of the surroundings and be a bit more cautious.” When the white stuff starts falling — and in Chicago both Rosenbloom and Morales said they know it will — there is the need to not only de-ice the parking lot, but to make sure the outside service that handles plowing stay on top of it, as well. “We work with a service that plows after every snowfall, and they do a good job of keeping up with it,” Rosenbloom said. “We keep salt on hand, and we have carpets and rugs in the customer waiting area,” explained Casey Nickles, master technician at Honest-1 Auto Care. “We also stay in contact with the plow company to make sure the parking lot will be clear.” Fall is also the time to contact snow removal companies to disNovember 2018

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cuss needs, pricing and, more importantly, availability. A snowed-in lot isn’t going to bring in customers. “I got a great deal [on snow removal service] one year but failed to mention that we needed our lots cleared by 7am. The vendor we chose could not do this reliably, and we had a difficult time finding a replacement that could,” Daniels said. “If you take care of your own snow removal, make sure you have plenty of quality shovels, ice melt and labor to keep the lots clear.” In most cases, techs shouldn’t be called up unless absolutely necessary. For one thing, digging out of heavy snow can be back breaking work and could put some individuals at risk. But for light snow, keeping a path to the door could help show customers you’re going the extra distance to make the shop welcoming. Just like keeping the parking lot and waiting area entrance clear, it is also important to keep the shop floor clean and clear of ice, snow and water. Here too, someone needs to champion this project. “We make sure that the shop floor is always clean and clear,” Rosenbloom said. “We have a squeegee and use it constantly in the snow and heavy rain. The floor needs to be clean, because we don’t want an injury because someone slipped on snow or ice.”

Stay Warm and Healthy

Before the snow arrives, it is a good idea to make sure the furnace is running. Don’t wait until you need it to find out! “We’re a new shop, but speaking from experience, I can say with an older shop you want to maintain the furnace and check those things before it gets too cold,” Morales said. “If you have small heaters on the floor, those should be checked, too. You don’t want to worry about those things when there is a sudden drop in temperature.” If the furnace isn’t new, make sure to have it checked. It can be very hard to live without air conditioning in the summer, but in the winter it can be impossible to live without heat. “We have the furnace serviced once a year,” Rosenbloom said. “We can’t operate the shop if it is literally freezing inside. Heat in a shop is simply a must. Customers aren’t going to wait, and the employees can’t work.” The team can do some of this maintenance. “I like to change the furnace filters and start the furnace over the weekend to prevent breathing in all the dust that has collected inside the furnace during the warmer months,” explained Daniels, who recommended taking some of the heating precautions even further. “Consider installing wireless thermostats that are run off a program to control heating and air conditioning costs.” If there are items stored outside, they should be properly tied down or moved indoors, and equipment that needs to be winterized should have that work done in the coming weeks, as well. “We make sure that the lifts are serviced and cleaned, and that 42

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the hydraulic fluids are properly flushed,” Rosenbloom said. “We change all the air filters, too.” Changing those air filters in the shop can be as important as having customers change them in their vehicles, and for the same reason — ensuring that fresh air is flowing. In the winter, it is necessary to ensure the air flows well to reduce the spread of germs. Last winter had been one of the worst cold and flu seasons in decades, and having even a few employees out could be devastating for a shop. “We really enforce the policy that if you’re sick, stay home,” Rosenbloom said. “We don’t want the whole crew sick.” Keeping the team healthy is crucial to keeping the shop running! “I totally agree,” Morales added. “If you are sick, do not report to work and risk getting the team sick. We also make sure the employees know to dress appropriately for the weather and stay on top of their health.” In other words, clothes make the tech. “Absolutely,” Rosenbloom said. “We make sure the front-end and shop guys have jackets and hats for when the temperatures drop.” The other part of keeping the team healthy is keeping the shop clean and sanitized. While it is possible to keep the sick employees at home, unfortunately you can’t always keep a sick customer away. Instead, here is where shops do need to be proactive. “We make sure to clean and sanitize the waiting area and rest rooms at least once a day, and more if it is needed,” Nickles said. “We want to be proactive about killing germs.”

Working With Vendors

A long winter can be hard on a business, so Daniels recommended that shops communicate early and often with vendors and suppliers. “Contact vendors about any specials available during the last of the year,” he explained. “I was able to score a ‘buy three get one free’ deal on wipers just by asking and making a large order to carry through winter. In addition, price shop suppliers for antifreeze and washer fluid, and contact other service providers, such as uniform companies, to discuss needs and pricing.” And don’t forget the bank. “Talk to your banker to discuss any financial needs,” Daniels added. “I have found it’s always better to ask for money when you don’t need it.” Another consideration for winter prep is planning for the late fall and early winter holidays, and this means ensuring that seasonal decorations and promotional materials are in good order. “We do think about this in the fall,” Morales said. “We want to remind customers that the weather is changing, but we also promote holidays like Thanksgiving and Christmas to spread some holiday cheer.” With the change of seasons can also come new promotions. Daniels suggested operators consider updating their websites, promotional offers and other signage. The final part of winterizing also means alerting the customer directly about how to take care of their vehicles. This can begin as the leaves change colors and can continue as the temperatures drop. “Now is the time to test batteries, and tell the customer that we should check the anti-freeze and lubrication levels,” Rosenbloom said. “Winter is coming, and you want the car to be ready for it, too.” 

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SIGNAGE About You By Anne Connor

en could hardly wait to start his own business after years of working for another company. Knowing the demographics of his market area, Ben wanted to market to the large Latino population there. So, he looked up the key words in Spanish and created a beautifully designed website and colorful, eyecatching signage to attract new business 44

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from the surrounding Spanish-speaking communities. Then he decided to hire his former coworker Carlos — who grew up in a bilingual home — to handle potential customers who felt more comfortable doing business in Spanish. The catchy bilingual sign Ben came up with turned heads as well, but not for the reasons he expected.

¿Qué Pasa?

Business was underwhelming at first. Latinos who did stop in were genuinely surprised to find an employee who could speak their language because the sign out front contained “Spanish” words that were misspelled, missing accents or even non-existent! For instance, the Spanish word “servicios” was spelled as “servicies” instead.

Ben didn’t think much more about it until another Spanish-speaking lady came by to say that she was confused about one type of business offered because of a literal translation of “umbrella” as something to do with the device that keeps the rain off of you, not an encompassing service. While Carlos took the extra time to explain this to her, Ben suddenly realized that his seemingly minor mistakes were costing him business. As soon as he replaced all the signs inside and outside of his office — not to mention reprinting flyers and updating his website — at a substantial cost, Ben’s profits picked up tremendously. Experienced signage professionals say some of their toughest jobs involve deliberately misspelled words, such as “Korner” or “Qwik,” which are meant to be catchy and attract attention, because they require extra quality-control steps. And if they’re making signs containing foreign languages, they usually ask their clients to have them proofed by a professional translator. Sign creators make sure the design is right, but most are not language experts, as well.

Signage that Sells

As a business owner, your signage speaks volumes about you. It’s that first impression that will encourage a customer to pull in. Here are some tips to make sure your signage sells: Make your stand-alone storefront stand out. Your logo and/or trade name should attract attention. Be sure to fully brief your designers: Who is your target customer (drive-by, how fast)? Ask for their advice about the appropriate font style and size for each piece of information and each kind of sign they make you. Remember to include your address, phone number and website on the sign, as well. Be consistent. Brand recognition is key, and consistent signage will help you build a recognizable brand that people will remember. Make sure your branding is on everything—from the sidewalk signs advertising special sales to your business cards. If your brand always speaks with one voice, more folks will remember your name for word-of-mouth referrals.

Show them the way. Design branded way-finding signs that are concise and unambiguous. Make it easy for anyone to find you and less likely to find one of your competitors. Speak their language. Do many of your customers speak English as a second language? Consider hiring bilingual staff and announcing loud and clear — on your signs — that your business can assist them in their native language. If nothing else, consult professional translators who specialize in your industry to ensure your marketing materials send the right message. Keep them safe. If you employ people with limited English proficiency (LEP) or cater to LEP customers, you’ll not only help prevent workplace accidents, you’ll also win over staff and customers by having safety signs printed in their native/ dominant language. Make sure to use professional translators with experience in occupational safety. They will not only ensure your signs send the right message, but they can also make sure that message fits the sign, as letter-spacing and other nuances may need to change depending

on the target language. Note that the US Occupational Safety and Health Administration provides the “It’s The Law” safety poster in several languages for free at: https://www.osha.gov/publications/poster.html And don’t forget that some US states and territories have their own signage requirements. Check whether yours is one of them at: https://www.osha.gov/ dcsp/osp/index.html As a business owner, the last thing you want is for your signage to turn people off before you even have the chance to meet them. Your signs say a lot about your business — your expertise, attention to detail and overall competency. A well-designed, consistent and flawless message across your print and digital media will build positive brand awareness, get people in the door and ultimately boost your bottom line.  ANNE CONNOR is a professional Spanish and Italianto-English medical and legal translator and an active member of the American Translators Association. The American Translators Association represents over 10,000 translators and interpreters across 103 countries. For more information on ATA or to hire a translation or interpreting professional, please visit: www.atanet.org

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NOLN 45

Never Allow Any of Your Money to Lie Idle

Making the sale and collecting your bill is only half of the job of professional money management. Once you’ve collected your money, it’s important to manage it skillfully. If you don’t already have a money market account at your bank, open one and have it linked to your business checking account for telephone or online transfers. Deposit all daily receipts into the money market account where they will immediately start drawing interest. Never deposit receipts directly into your checking account. Keep a minimum balance in the checking account and transfer cash by phone or online only as needed to cover checks to be written. The banks have made this procedure so easy to use that there is no longer any reasonable excuse for not taking advantage of it. Keeping all of your money working for you all of the time is an important part of professional business management.

Commandments 2 of Successful Business Management By William Lynott

he uncertainty in today’s world economy has given a rebirth to the basic dynamics of successful business management. Easy to ignore in good times, the time-honored rules of profitable business management are a critical component in the recipe for building sales and profits when the going gets tough. Here are Ten Commandments of Successful Business Operations that can help you and your business survive and prosper:

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Be Aggressive Collecting Accounts Receivable

Never allow your accounts receivable to go untended. You’ve earned that money; you have a right to it; you need it. Nagging late-paying customers may not be your favorite pastime, but close monitoring of your accounts receivable file and following through on late payments is as important to your financial success as the quality of the services and products you offer. If your customers learn that you are cavalier about money owed to you, you can be certain they will stretch your patience (and your cash flow) to the limit.

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.

UNIVERSAL MCGANN p. 47

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Don’t Be in a Big Hurry to Pay Your Bills

There is good reason why checks are slow to come in from people who owe you money. It’s because hanging on to cash as long as possible keeps that money available to draw interest or to work in the business. That’s why it’s important to set up a system to pay your bills the smart way. It’s easy to do, and it moves you up another rung on the ladder of professional cash management. Never jeopardize your credit standing by paying bills late. Pay your bills just before they’re due — not long before, not after. It is especially important to avoid late payment on credit card bills because of the oppressive penalties that most banks are now putting into place.

Adopt a Marketing Mentality

If customer satisfaction is the mashed potatoes, marketing is the gravy. But keep in mind, marketing involves far more than an ad on a billboard or a fancy website. Marketing is a complex challenge, all the more so in a business operating in a specialized niche such as yours. If you are to achieve optimum success in marketing your fast lube business, you must be willing to spend time studying, reading and analyzing your market and your competition. Keeping your business healthy and profitable requires an ongoing marketing program. There is no other way. Competitive prices alone will not do it; technical know-how alone will not do it. Marketing embraces all facets of your operation. To be an effective marketer, you must nurture and promote your business image, sell yourself as well as your business and concentrate on making your business the best choice for knowledgeable customers and prospects.

Determine That You Will Never Lose a Client To a Competitor

Numerous studies over the years have shown that, on average, it costs five times as much for a business to find a new customer than to keep an old one. Focus on the significance of that statement; it is one of the most powerful concepts in the world of business. With competitors standing ready and anxious to snatch away your customers and prospective customers, and your awareness of the cost of replacing a lost customer with a new one, it should be easy for you to understand the importance of never giving even one customer a reason to stray. Once a customer does business with you for the first time, you’ve done the hard part. Now, your job is to instill the notion that doing business with you will always be a rewarding experience. You and your employees must never lose sight of the fact that developing a new customer is a costly and difficult job. Once a stranger becomes your customer, a major part of your overall marketing program must center on ways to make sure that he or she never has reason to leave you for a competitor. 48

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your business “ Keeping healthy and proﬁtable

requires an ongoing marketing program. There is no other way.”

Keep Leasing in Mind

Set Your Business Apart

Most financial advisors agree that leasing products like cars or vans for personal use is usually not financially advantageous. But business is a different animal entirely. The nature of business accounting is such that leasing can be the most sensible approach to many types of capital investment. It usually makes sense to lease if you will be able to use the cash in your business or in your investments to earn a better return than the cost of leasing. Talk to your tax advisor about this the next time you’re considering a large capital purchase.

America’s most successful entrepreneurs, gigantic or tiny, are those who have carefully developed an identity all their own. Your job is to evaluate your strengths and then combine them to form a unique identity – an identifiable image for you and your business. Perhaps you’ve been in business longer than your nearest competitors, or maybe you have a reputation for wide-ranging and dependable skills. Whatever your marketable strengths, you should write them all down, study them and then determine how to separate yourself from your competitors – how to motivate potential customers to seek you out and existing customers to feel fortunate to have discovered you.

Go the Extra Mile

Never forget that a complaint from a customer can easily be converted into a valuable asset. Some years ago, a major retail marketing study revealed that customers whose complaints were satisfactorily resolved became better customers of the company than they were before the incident that triggered the complaint. Some of the most successful companies in the world have been built on a foundation that revolves around the principle that customer complaints provide a valuable opportunity to build the business. When L.L. Bean, founder of one of the world’s most successful catalog order firms, was starting out, he suffered what could have been a disastrous setback. Shortly after he began shipping his first waterproof, hand-made boots, complaints that the boots leaked started coming in from customers. Determined to fulfill his promise of customer satisfaction, Bean returned the full purchase price to every customer. Then, he set out to correct the flaw in the boot’s design. That was the beginning of the customer loyalty that helped to make L.L. Bean what it is today. Sometimes, satisfying a customer complaint calls for measures that you may feel are unreasonable. When that happens, think of the cost in time and money as an investment in your future. Once you’ve sold yourself and your employees on why you are the best choice for customers who require the utmost in dependability and quality, you must focus your marketing efforts on ways to promote this image to both customers and prospects.

Guard Your Most Precious Business Asset

Whether you have a few employees or a few dozen, they form the bedrock of your business. While adequate wages are a fundamental requirement for employee satisfaction, money isn’t the only motivation for most workers. Recognition for a job well done and respect for individual effort are important contributors to low employee turnover and high productivity. Non-financial rewards such as company picnics, employee-of-the-month programs, suggestion boxes with rewards for usable suggestions and other incentives are valuable at any time, but they take on special importance when circumstances limit your ability to increase wages.

Develop a Personal Relationship With Your Banker

Handling money is a banker’s job, and most are very good at it. Even if your operation is relatively small, it’s a good idea to develop a personal relationship with the manager at the bank where you do business. Discuss your financial picture honestly with the manager of your local branch. You’ll get some good ideas and a favorable ear should you ever need a little financial help. To some business owners, a tight economy means going into hibernation. To others, it’s a time to increase customer loyalty, solidify market position and attract new customers. Following these ten commandments of successful business operations will help you to turn any time into good times. 

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November 2018

NOLN 49

The New Super Heroes: Introducing

“The Intangibles”

Human Capital Investments

Relationship Capital Investments

Spiritual Capital Investments

By Baldwin Tom

here are seven capital investments available for organizations to build value and wealth. These capital investments are Human, Relationship, Spiritual, Customer, Organizational, Physical and Financial. In the 1980 winter Olympics in Lake Placid, the U.S. Men’s Ice Hockey team won the gold medal. In order for them to win gold, they had to beat the Soviet Union team ranked No. 1 in the world. They beat the Soviets on their way to winning the gold in a game that was called the “Miracle on Ice.” The odds against them winning were the same as if the University of California football team beat the Philadelphia Eagles, Super Bowl champions. Impossible! How did this happen? One can assume that it was not because they skated better than the Soviets. The U.S. team was composed of college students, and the Soviets were semi-professionals. Instead, it was some intangible force. Here is a clue: The U.S. coach invested heavily on the intangible side into the team members. He instilled in them aspects of Human, Relationship and Spiritual capitals. The team took to heart what they heard — they believed. The result of the infusion of these capitals was a powerful return on investment (ROI) of some psychic power that allowed the team to rise

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above expectations to beat the ‘unbeatable’ Soviet team. The effort by the U.S. team was considered by the International Ice Hockey Federation as the most incredible international ice hockey story in the last 100 years! There is power investing in intangibles. Of the seven investments available to organizations, the five people-side investments are the most interesting. Three of these can be considered as the new super heroes powering success in organizations — “The Intangibles.” The three are Human, Relationship and Spiritual investments. These three set up the other investments and the organization for success. They clear the way, prepare the path, set the stage, provide the spark and stay the course to provide significant multipliers for high ROI. The Intangibles, when deployed as investments, create energy and activate others toward positive action. Each of the three super heroes has distinct personalities based on their actions. Each has unique powers in what they initiate in others. Each one will leverage existing opportunities to benefit the organization and to increase ROI from their efforts. The Intangibles interact with each other and with other investment combinations to create value and wealth for organizations.

SUPER HERO NO. 1:

Human Capital Investments.

Invest in the capabilities of people, their knowledge, skills and competencies.

Human investments possess a driver type personality. Their uniqueness is in their direct action on people to energize, encourage and support work. The actions may involve new education, advanced training and psychological support. Through activities of human capital investments, people are more able and prepared to take on new tasks and to be more creative and innovative. From this, people are more satisfied with their work and look forward to new challenges. Accordingly, the investment of human capital generates positive ROI. When Human capital investments are teamed with Customer investments, it leads to creativity and innovation and new products and services. When this investment is teamed with Organizational investments, it leads to new intellectual property and corporate memory. When Human capital investments are teamed with Relationship investments, it creates high performance teams.

SUPER HERO NO. 2:

Relationship Capital Investments.

Link people together for interactions that leverage power and inﬂuence.

Relationship capital investments involve influencer type personalities. The strength of this investment is focused on people — in linking people together. Relationship capital investments help build meaningful interactive groups, create bonding of personnel and foster can-do mindsets. Relationship investments effectively build strength through numbers. High-performing teams result from the activities of Relationship capital investments. The results from Relationship investments include facilitated and accelerated actions throughout the organization and with customers and a boost in ROI. When Relationship capital investments are teamed with Customer investments, this leads to partnering with customers. When this investment is teamed with Spiritual capital investments, it leads to satisfied people willing to work hard for the organization.

and committed people, willing to go the extra mile. When Spiritual investments are teamed with Customer investments, the result fosters value-based customer relations Investing on the soft-side intangibles provides the intestinal fortitude to overcome internal and external challenges. Character comes from the inside. Invest in people and their relationships to build strong teams. Invest in team-focused spiritual capital to build loyalty and bonding, resulting in strong character. When opportunities arise or challenges surface, the people will do whatever it takes to help move the ball forward. Focusing on the intangibles strengthens an organization, giving it a solid core and foundation. In 1990, the Wallace Company won the prestigious Malcolm Baldrige National Quality Award. Started in 1987, the award has been given annually to up to three U.S. companies who have implemented suc-

cessful quality management systems. Surprisingly, just two years after the award, Wallace filed for bankruptcy. Following the award, instead of working to turn around an already troubled company, top Wallace officials spent time leading tours through their offices and leaving town on speaking tours. Clearly, Wallace did everything it could to win the award. Yet, in the end, they lost it all. There is a lesson here. What did they invest in, and what did they miss investing in? It’s possible that they did not invest sufficiently in the intangibles.  BALDWIN TOM is a management consultant, professional speaker and author of “1+1=7: How Smart Leaders Make 7 Investments to Maximize Value.” A medical school scientist, professor, leadership program developer and founder of an award-winning science and technology firm, he leverages his experiences in those fields to provide insight and strategies to fit client needs. Tom is a Certified Management Consultant and served as the National Board Chair of the Institute of Management Consultants USA. For more information on Tom, please visit: www.geoddgroup.com

SUPER HERO NO. 3:

Spiritual Capital Investments.

Establish cultural norms that smooth workﬂow and facilitate people and customer relationships.

Spiritual capital investments have social type personalities. This Super Hero is not demanding or pushy. Spiritual capital is subtle but significant when in place. It’s a lot like spraying WD-40 on all work, because the result of Spiritual capital is a smoother and easier effort in getting work done. The efforts of Spiritual capital investments are to support the personal side of peoples’ efforts that engender peace of mind and a sense of accomplishment and satisfaction. The result of this is that people feel valued leading to higher personal motivation and willingness to contribute more. When Spiritual investments are teamed with Organizational investments, the results lead to refining cultural norms and ethical decision-making. When Spiritual capital investments are paired with Relationship investments, it leads to an ethical workplace that fosters positive group chemistries and greater resiliency within an organization. When Spiritual capital is teamed with Human capital, it promotes caring

by Powerful Vertical Lifts Strong. Dependable. BUILT TO LAST. American-made!

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NOLN 51

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.

2018 FAST LUBE OPERATOR SURVEY RESULTS, PART THREE NOLN

GENERAL The Fast Lube Operator Survey is one of the most in-depth studies of the fast oil change industry available. Much-requested by both newcomers to the fast lube industry and seasoned operators — who use it to evaluate the success of their own operations — the survey contains both current and historical data for many operational metrics. Survey data was gathered from questionnaires, via phone interviews, online and mailed directly to operators. The responses for the 2018 Fast Lube Operator Survey account for 1,700 facilities and include shops operating in all 50 states. NOLN has noticed the industry does not share data like in years past. The majority of this year’s survey participants were made up of owners operating one to three stores. Also, NOLN did not get participation from franchises on a corporate level like in years past. A special thanks goes to Valvoline for sponsoring this year’s Operator Survey.

SHOP PROFILE 2018

Job title that best describes respondent Owner ........................................................................................................................................................................................59% Manager .....................................................................................................................................................................................34% Corporate Official ..........................................................................................................................................................................6% Technician ....................................................................................................................................................................................1% Statements that are true for respondent’s business 50% or more of my revenue comes from oil changes and quick maintenance services (45 min. or less).....................................67% I have a carwash .........................................................................................................................................................................16% Statements that are true for respondent’s business (cont.) My stores are independent .........................................................................................................................................................35% My stores are franchised .............................................................................................................................................................57% I buy my products independently ...............................................................................................................................................78% I buy products through my franchise program............................................................................................................................28% Years in business ........................................................................................................................................................................32 years Average number of bays........................................................................................................................................................................7 52

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WE BUY QUICK LUBES

399 399 LOCATIONS PURCHASED SINCE JANUARY 2014, AND COUNTING! Valvoline is seeking single and/or multiple locations performing 7500+ oil changes per year. ™

Contact Gayle McMillin

859-357-7303

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

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SHOP PROFILE (CONT.)

2018

Where customers wait In their cars .................................................................................................................................................................................... 42% In the waiting room........................................................................................................................................................................ 66% Respondents answered this survey with Actual numbers from system-generated reports ............................................................ .............................................................. 56% Estimates based on their experience .............................................................................................................................................. 44%

SALES

2018

Total annual gross sales: Less than $500,000 ..........................................................................................................................................................................3% $500,000-$1 million.......................................................................................................................................................................35% $1 million-$2 million........................................................................................................................................................................5% More than $2 million ......................................................................................................................................................................57% Percentage of gross sales used for: Payroll ............................................................................................................................................................................................27% Lease/Mortgage .............................................................................................................................................................................11% Cost of Goods ..................................................................................................................................................................................23% Operations ......................................................................................................................................................................................20% Net Profit (before taxes) .................................................................................................................................................................17% Other ................................................................................................................................................................................................2%

SERVICES % of respondents who offer:

2018

Avg. charge:

Avg. % of service performed

(in relation to number of oil changes):

Additive sales ...................................................................................................... 79% ATF supplement additive .............................................................................. 44% .................... $17.03.....................................3% Chemical engine flush/oil system cleaner additive....................................... 73% .................... $36.39.....................................3% Coolant stop-leak additive ........................................................................... 20% .................... $29.80..................................<1% Coolant treatment additive .......................................................................... 37% .................... $29.16.....................................n/a Diesel fuel supplement/cleaner additive ...................................................... 34% .................... $22.62.....................................3% Gear oil supplement additive .......................................................................40% .................... $16.49.....................................3% 54

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

SERVICE YOU CAN SEE. EXPERTS YOU CAN TRUST.

US-DIG-0160-EN ÂŠ2018 Valvoline SMService mark, Valvoline or its subsidiaries, registered in various countries. â&#x201E;˘Trademark, Valvoline or its subsidiaries, registered in various countries.

SERVICES % of respondents who offer:

2018

Avg. charge:

Avg. % of service performed

(in relation to number of oil changes):

Oil stop-leak additive ........................................................................................29% ....................... $14.75 ................................4% Pour-in fuel injector cleaner additive ................................................................80% ....................... $22.70 ................................5% Power steering treatment additive ....................................................................32% ....................... $27.86 ................................2% Transmission stop-leak additive ........................................................................24% ....................... $16.61 ................................1% Air filter replacement .............................................................................................100% ....................... $21.40 ..............................19% Brake pad replacement ............................................................................................66% ..................... $188.29 ................................7% Brake fluid flush .......................................................................................................42% ....................... $87.86 ................................3% Cabin air filter replacement......................................................................................95% ....................... $31.34 ................................9% Differential service ..................................................................................................91% ....................... $69.79 ................................3% Fuel filter replacement ............................................................................................78% ....................... $58.35 ................................5% Headlight restoration ...............................................................................................54% ....................... $59.02 ................................2% Lightbulb replacement.............................................................................................90% .............................n/a ................................8% Mechanical ATF exchange .......................................................................................77% ..................... $140.32 ................................5% Mechanical full-block coolant flushes ......................................................................72% ....................... $95.16 ................................4% Minor mechanical repairs.........................................................................................72% .............................n/a ..............................15% Multi-part fuel system cleaning ...............................................................................70% ....................... $83.02 ................................3% Power steering flushes .............................................................................................65% ....................... $72.99 ................................3% Radiator, heater, A/C hose replacement ..................................................................53% .............................n/a ................................4% Rock chip windshield repair .......................................................................................4% .............................n/a ................................2% Sell batteries ............................................................................................................80% .............................n/a ................................5% Serpentine belt replacement ...................................................................................79% ....................... $83.85 ................................n/a Shock replacement...................................................................................................57% .............................n/a ................................2% Smog checks/emissions testing ...............................................................................20% ....................... $34.55 ................................n/a Strut replacement ....................................................................................................51% .............................n/a ................................2% Tire rotation .............................................................................................................78% ....................... $20.10 ..............................11% Tire sales ..................................................................................................................42% .............................n/a ..............................16% Transmission service (drain/refill manually) ...........................................................51% ..................... $147.75 ................................5% Wheel alignment .....................................................................................................39% ....................... $84.29 ................................6% Wheel balancing ......................................................................................................51% ....................... $30.27 ................................7% Wiper blades (beam) ...............................................................................................87% ....................... $30.12 ................................7% Wiper blades (conventional) ..................................................................................100% ....................... $17.67 ..............................10% November 2018

NOLN 55

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

US-DIG-0160-EN ÂŠ2018 Valvoline â&#x201E;˘Trademark, Valvoline or its subsidiaries, registered in various countries.

Best Selling Conventional Oil 10% Other

39% Pennzoil

3% DuraMax

5% Kendall

4% Don't Offer

5% DuraMax

6% Mobil

6% Castrol

22% Valvoline

Best Selling Synthetic-Blend Oil 12% Other

38% Pennzoil

2% Don't Offer 2% Service Pro 4% Havoline

6% Castrol

22% Valvoline

Best Selling High-Mileage Oil 9% Other

39% Pennzoil

3% Don't Offer

5% Havoline 7% Mobil

7% Mobil

21% Valvoline

Best Selling 5W-40 Diesel Oil

5% Amsoil

7% Castrol

53% Shell (Rotella)

11% Other 4% Kendall 5% DuraMax

5% Kendall

8% Mobil (Delvac)

www.noln.net

8% Mobil (Delvac) 11% Chevron (Delo)

12% Valvoline (Premium Blue)

23% Valvoline

Best Selling 15W-40 Diesel Oil

42% Shell (Rotella)

12% Other

11% Mobil

4% Kendall

5% DuraMax

6% Castrol

4% DuraMax

5% Kendall

5% DuraMax

38% Pennzoil

11% Other 4% Havoline

4% Kendall

6% Havoline

Best Selling Synthetic Motor Oil

8% Chevron (Delo)

11% Valvoline (Premium Blue)

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

SERVICE YOU CAN SEE. EXPERTS YOU CAN TRUST.

Best Selling Oil Filter 15% Service Champ

Best Selling Air Filter 14% Service Champ

12% Pennzoil

18% Other

23% Other

12% Mighty 9% DuraMax

10% Mighty 4% Wix 4% Federated 4% Purolator

4% Premium Guard 4% Prime 6% Guard NAPA

4% Federated 5% CarQuest

8% DuraMax 6% Valvoline

5% Pennzoil

7% Service Pro

8% Valvoline 7% NAPA

7% Prime Guard 7% Service Pro

Best Selling Cabin Air Filter 17% Mighty

19% Other

13% Service Champ

4% AC Delco 4% CarQuest 5% Valvoline

11% Prime Guard

9% NAPA

9% DuraMax

9% Service Pro

PRODUCED BY

N LN

. net

2018

November 2018

NOLN 57

VIEWPOINT

Associationally Speaking

Passing on Lessons Learned By Kevin Davis

Is the AOCA Management Certification Course for you? If you’re in the fast lube business, this course is for you. Whether you are an experienced owner, a new manager or an upcoming manager in the industry, you’ll learn valuable information that will more than pay for the expense of this course many times over. I would like to give a big shout out to our new AOCA Certified Managers who just completed the course in Chicago or Dallas. We had an amazing group of owners and managers who made the choice to make an investment in developing themselves and growing their businesses. I would also like to thank Phillips 66, Federated Insurance and True Brand for their sponsorships of the course. I first attended the AOCA Management Certification Course as an owner several years ago. I had been in the business for several years; I had seen an ad for the course and thought I would invest in developing myself and our team. So, off to Atlanta we went — four district managers, our operations manager and me. Little did I know it would be a game changer for our business and me. As our instructor, Ricky Price, began sharing the information, I was amazed at how much I did not know and how many things I had never heard of. How could this be? I had been in the business for years; we were running profitable shops; and we were growing and

expanding with new locations. Why didn’t I know what a SPCC was? A Service Station Dealers Exemption — what was that and how did it affect me? Sometimes we don’t know what we don’t know, and that was definitely the case for me. As page after page of my notebook began to fill up, I began charting the course for the future of our business. Without a doubt, the AOCA Management Course was one of the best investments I have made in our team, our business and myself. As I look back now, I can attribute much of our success to things I learned and implemented as a result the AOCA Management Certification Course. The AOCA Management Certification Course provides the knowledge and tools needed to help the owner and his or her team develop skills in running a safe, efficient and profitable fast lube business. During this comprehensive two-day course, you’ll learn all aspects of owning and operating a fast lube. Topics include: • Leadership • Routine Manager Duties • Attracting and Retaining Quality Customers • Attracting and Retaining Quality Employees • Financial Responsibilities of the Manager • Implementing Your Training Program • Safety and OSHA • Regulatory Compliance

As a business owner or a manager, you can’t afford not to develop yourself and your team. One common statement I’ve heard is, “What if I train them and they leave?” The best response I have heard is, “What if you don’t train them and they stay?” Upon completion of the course and successfully passing the final exam, you’ll be an AOCA Certified Manager. You’ll receive a patch, a lapel pin and frameable certificate adding third-party credibility to your shop, showing your customers you’re a trained professional. Stay tuned for more information on AOCA’s 2019 Management Certification Courses. Do you have 20 employees or more you would like to attend? If so, consider hosting a private AOCA Management Certification Course for your team, and let AOCA come to you. For more details give AOCA a call.  KEVIN DAVIS is president and COO of Fast Change Lube & Oil, Inc., based in Huntington, West Virginia. Davis is a former AOCA Board Member and is a current AOCA Management Certification Course instructor. For more information on AOCA or the AOCA Management Certification Courses, call 800.230.0702 or visit: www.aoca.org

“Without a doubt, the AOCA Management Course was one of the best investments I have made in our team, our business and myself.” 58

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to our Loyal Installers - Let’s Keep Growing Together www.DuraMAXoil.com

Answers from the One

VIEWPOINT

Spotlight on Oil Filters

uch like the average consumer’s misperception of synthetic motor oil vs. conventional motor oil, many drivers think of oil filters as a generic product. However, being able to speak to customers about the importance of oil filters and helping them pick the correct oil filter for their vehicle can result in them coming back for trusted advice and repeat business. “Today, there are many types of oil filters available, and the truth is that all oil filters are not created equal,” said Ahmed Galaby, Automotive Discipline technology

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lead for ExxonMobil Fuels & Lubricants. “Ultimately, when installers properly educate consumers around oil filters, they’re helping extend both engine life and consumer trust.” Although most oil filters look very similar, the small differences in the threads or gasket size can determine whether or not a specific oil filter will work with a certain vehicle. Since choosing the correct oil filter for a vehicle is of utmost importance, it is imperative that consumers pay attention to vehicle owner’s manuals or part catalogs. Not only can using the wrong filter cause oil to leak out of the engine or the filter to simply fall off, but both of these situations can also lead to serious engine damage. Clean motor oil is important because when oil is left unfiltered for a period of time, it could become contaminated with tiny particles that wear surfaces in an engine. In addition, it would wear excessively on the oil pump’s machined components and damage the bearing surfaces in an engine. Some filters are engineered with synthetic filter media, rather than paperbased media. The synthetic media is said to be capable of trapping small contaminants over a longer period of time and higher miles. Additionally, some synthetic filters have special blends of rubber for gaskets and valves, which are designed to last longer. Synthetic filters also have larger and longer bodies than conventional filters, meaning they have more capacity. Because of these factors, some synthetic oil filters have service lives up to 20,000 miles. “Select motor oil companies offer advanced performance oil filters that use this synthetic blend,” Galaby said.

“Lower-cost ﬁlters can contain lightgauge material, loose or shredding filter material and poor-quality gaskets that can lead to failure of the filter.”

When an oil filter works properly, internal engine components, including the connecting rods, camshaft and valve train, are protected from contaminants that cause damage. These engine components are expensive, which is why choosing the right oil filter can promote long engine life. In general, the more expensive an oil filter is, the better its quality. Lower-cost filters can contain light-gauge material, loose or shredding filter material and poor-quality gaskets that can lead to failure of the filter. Certain filters get rid of small bits of dirt better than others, and some filters simply last longer. So, the next time a consumer waves off the decision to purchase a new or more competent oil filter for their vehicle, let them know a few of these important facts — it will save them a lot of money and heartache when it comes to their vehicle’s engine.  To learn more about how Mobil 1 performance helps protect modern engines, visit: www.mobiloil.com

The Unique Difference

VIEWPOINT

Keepin’ It Rio by Pat Burrow

Participating in the automotive aftermarket has given me a unique opportunity to travel and engage in the automotive aftermarket in other regions of the world. Recently, I was invited to Brazil to introduce technicians and mechanics to service technology and products widely available in the United States. Not knowing the technical background of the technicians and salespeople I would be speaking to, I made it a point to put together several technical presentations on the methods and products currently used in North America by the lubricant service industry. In Brazil, the array of products available was not so different. However, the perceptions and general knowledge of the service industry were based on a system that was changing rapidly as drivers’ needs were evolving at a daunting rate. Many of the challenges they face are common to anyone in the business — such as zoning regulations (certain types of business get restricted to certain areas, often not convenient for neighborhoods); tax regulations from different Federal, state and local jurisdictions; stringent and enforced policies on used oil and other byproducts of the automotive service business; and the list goes on and on. The biggest difference I observed was the lack of a fluid change service industry, in general. Most work was handled by dealerships — with appointments necessary days in advance — or by general service shops that ranged from spectacular — appointment required — to small one-man operations with no lift or group affiliations, just simple oil changes with whatever oil they carried — scary at best.

The companies I visited took it upon themselves to help educate and operate with the latest technologies, lubricants and machines to establish a concept of quality automotive service. We visited incredible shops full of high-end cars and small but efficient shops with as

“A reliable

vehicle is the result of quality parts, ﬂuids, maintenance and technicians — we figured this out a long time ago in the US. The success we enjoy today is the outcome of many years of trying to get it right.” many customers as they can handle, because they have the right combinations of talent, technology and price. The problem is, there are not many of them. Most vehicles need some type of

service performed, and drivers can’t get it done. This means vehicles usually do not last as long as expected. Most people I spoke with have little faith in the longevity of their vehicle, and this was one of the most discussed topics while I was down there. I think the strongest lesson I left behind is really no secret to us at all — to keep vehicles running for many years, a trusted technician needs to perform routine maintenance with high-quality lubricants. This sounds incredibly simplistic to believers like me, but it was food for thought for them. A reliable vehicle is the result of quality parts, fluids, maintenance and technicians — we figured this out a long time ago in the US. The success we enjoy today is the outcome of many years of trying to get it right. I wished the guys in Brazil the best of luck, but more importantly, I tried to show them how to go out and grow into the local market. By making themselves a part of the local automotive scene, with current technical knowledge, cutting-edge service practices and superior products, they can provide automobile owners with the quality service they need to get the most out of their vehicles. This is how the US fast lube industry was pioneered. We eventually became an integral part of the community and service provider networks. We are part of American automotive culture because we self-evolved it. And that’s something we mustn’t ever forget.  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 November 2018

NOLN 61

Train Like Your Wallet Depends On It

VIEWPOINT

Who Are the Best Trainers? By Lenny Saucier

I know what you are thinking. Is this guy ever going to get to the part about actually writing out the training program? For the past two months, I have been teasing you with the idea that you would have your training plan written and you would be on your way to error-free work days while watching your profits fill your wallet. You may have felt compelled to contact me to get more information at (entering in shameless plug here — fmgventures@ gmail.com). While it may seem like a well thought out plan to keep you looking for my articles, it’s important to realize that a training program is nothing without the proper culture. If you are not committed to having a great team that can do anything, then there is no reason to seek out a good training plan. All you will have is a written plan that no one follows.

Selecting the Personality Type

Just as important as having a great training program and a great culture is having a great trainer, or trainers, depending on the workload. Most of you had that one teacher in school who you listened to, not because he/she was teaching important material, but because he/she seemed to be uniquely interested in you succeeding. Once you establish a unique interest in their growth, your team’s potential is unlimited. Jose Hernandez was hired early on when I was just a manager. Eventually after coaching him through new hire, Hurricane Katrina and moving up through other managers, I brought him on my team. He was my second trainer on the team and one of the most valuable leaders I have ever had the honor of serving. After 10 years or so of working with him through countless trials and celebrat62

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ing him on his abundance of successes, he stumbles up to me at a “social event” in Charlotte. I’d say he was about eight drinks past his feeling-good stage. But he looked at me with wet eyes and asked with a slur, “How come we (the team) will do just about anything for you?” The answer is simple, I was there to serve and grow him, and them, into whatever they could be. On the opposite side of the spectrum, you have had the teacher who just ran through the motions. This teacher would pull out the book, go over the material required and give you a test at the end. It was your responsibility to learn the material, and if you failed, it was because of you. He had no interest in your development; he was only there to complete a task that was assigned to him. I assume, like me, you didn’t excel in that class. You passed. But it was just a mark on the belt, and you moved on quickly. One of the biggest features has been mentioned several times over the past two months. I have quietly implanted the word “served” into all my accounts of mentioning leaders. Your trainer is not there to excel; your trainer is there to excel others. Your trainer must be in the mindset of putting aside his “high ticket” or “commissions” to allow others to learn and prosper. The other feature that has been mentioned is having a teacher mentality. There are plenty of fantastic people out there who do procedures perfectly and excel in their job. This does not make them a trainer. This just makes them very good at their job. Assuming a good technician with a high-ticket potential makes a good trainer will create an epic setback to your growth culture.

The Interview

There is only one mandatory question asked during the interview. This question should be asked first, and then you can base your conversation off the answer. “Why do you want to be a trainer?” Most of the time (and I hope this is true), you are not hiring a trainer from the outside, so job history and ice breakers are not important. All the wrong answers can come out. These answers should be jotted down and saved for a rainy day when you need a laugh. My favorites are: 1) That just looks a lot easier than what I am doing. 2) I don’t really like working with the customer. 3) I’m getting too old to work on cars. The answer you should be looking for goes something like this: “I find that I get more joy out of my job when I teach something to someone, and it helps them out,” or “I like to teach, and I am usually the one they go to for an answer.” On that last note, make sure they are teaching the right thing. Bad employees love to show how things can be easier if you do it their way. The rest of the interview can be used to test their knowledge or give them examples of situations, and ask how they would handle it. The most important part is that you have someone who can execute procedure and policy right and loves to spread the right knowledge.

Trainers Train

Imagine you’re at a restaurant, your waiter walks up to you with another person in tow. “Good evening, I will be your waiter tonight; also, I have John joining us tonight. He has just started, and he is going to learn how to give exceptional service.” You probably have been in a situation like

“Your trainer is not there to excel; your trainer is there to excel others. Your trainer must be in the mindset of

putting aside his ‘high ticket’ or ‘commissions’ to allow others to learn and prosper. ”

this and typically have had a positive experience. The trainer is working with John, and nothing but excellent service is delivered. Now imagine if the restaurant became very busy, and the trainer left John to attend to other tables. How do you think John will do at your table? How do you feel about your favorite eatery now? How does John now feel about his new job? One of the worst things for customers or a new hire is to allow them to underperform because you are “busy.” Therefore, trainers should train and not fall into their technician mode. This can be challenging to the trainer, as she is used to rolling up her sleeves and getting dirty. But her job, if done correctly, is to ensure that John can handle the rush, not today, but for his career with you. I have walked into many situations where a trainer was elbow-deep in a leak check and the new tech was checking the oil dipstick for transmission fluid. This is not the new technician’s fault. The failure lies directly on the trainer, which I am most assured to bring up in feedback. The trainee, trainer, crew and manager all need to understand that this setback is minor, and it will get better. This culture will be challenged by those who mockingly say, “She doesn’t work on cars.” There is one exception to the rule — if the trainee is on break, the trainer can be a technician. If the trainer is in “supervisory mode” or “just go out there and work with the crew and fix things” (what a plan…), the trainer should still not commit to a position but bounce around to different areas evaluating the crew and adjusting as needed. While he or she is a little more tech mode, a trainer would need to ensure they are in a good state of situational awareness and react accordingly.

Homework

Now that we have established your culture and who your trainer should be (or how they should be), we can start putting on paper what is going to be learned. It’s finally here — writing the plan. Your homework should be to look at each position that needs to be trained. Break down each area. Keep in mind safety issues and, most importantly, what does success look like? Decide that you can really make a difference in your team, and then read my next

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

November 2018

NOLN 63

The Proving Ground

VIEWPOINT

Want To Improve Loyalty? Listen To Your Customers. By Danielle Wallace

People buy from people they know and trust. But how do you cultivate a relationship with someone you’ve just met? The service desk is hardly a place to spark a new friendship. And who wants to be friends with their customers anyway? Especially when most people are either there for a service they’ve been putting off for a while (oil change) or they have a potentially expensive problem with their vehicle. It may not seem like it, but this is a great place to start a friendship. It’s an opportunity to solve a problem and be a hero. You better believe that a problem-

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solving hero is going to have long lasting professional relationships. Don’t ask your customers “What’s the matter?” Instead, ask “What matters to you?” Social psychologist Harry Reis said relationships are stronger when we perceive that the other person is responsive to us. It’s called “perceived partner responsiveness.” Responsiveness means that each party knows they are understood, validated and cared for.

Understanding: Listen and understand your customer. You can ask my husband, the key to my

friendship circle is a listening ear. I’m a connector. I like to share stories and details of my life. I connect with people by swapping meadow reports. It’s how I build relationships. Psychology Break: According to Alison Armstrong, a renowned expert on relationships, a meadow report is a conversation style that women use to connect emotions to a story. We use both sides of our brains to remember things better. Meadow reporting is why I’m so good at remembering things, like what my husband said in an argument eight years ago. Unfortunately, not every customer ser-

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vice rep has the time, or interest, to listen to my full meadow report. Meadow reports are often lengthy and appear to have no point to the listener. But to the person giving the report, they mean a great deal — just like how I want a coffee barista to listen to my entire journey with soy before recommending another milk alternative. The journey matters to me, and if they take the time to listen, I feel more comfortable with what they recommend. If a service rep listens to my meadow report, they’ve earned my loyalty and trust.

Validation: How do your customers view the world? What’s important to them? What do they aspire to, despise, fear and cherish? You know who’s really bad at validation? Teenagers. The perfect example for nonvalidation is my teenage daughter. Me: How was your day? Teenage Daughter: Good. Me: Did anything happen? Teenage Daughter: Not really. Me: I ran into a light pole on a sidewalk because I was walking and texting. Ha! Ha… er-hm... Teenage Daughter: <eye roll> Most of the time, teenagers are dismissive or uninterested (we forgive them because they’re hormonal). Don’t be like a teenager. Recognize the story is important to your customer, and validate it by listening. If a customer wants to talk about a light pole, you talk about that light pole — and with a big, understanding and enthusiastic smile. Why is validating your customers important? Generally speaking, hardly anyone outside the automotive industry likes explaining problems with their cars. As a customer, I want to ask: 1. Why is it doing that? 2. Is that bad? 3. What am I supposed to do now? People don’t like talking about things they don’t understand. It’s uncomfortable. It’s vulnerable. And, it’s a situation we all avoid. As a result, I end up not saying anything at all (and set myself up for future problems that could have been solved with a simple conversation).

If your customer wants to give you the meadow report and tell you what symptoms her vehicle is experiencing ever since her cat had kittens, then engage with her. The two are likely unrelated, but that’s OK. If you validate her concern by listening to and acknowledging her story, she won’t feel quite so uncomfortable talking to you about issues that really raise red flags with her car.

Caring: Take steps that show earnestness. People in the medical field care for their patients. People in the automotive industry care for their customers’ vehicles. You might say, “I take care of my customers’ cars, and that’s all I really need to worry about.” But, if I Google “automotive repair shops near me,” I’ll get dozens of shops who will take care of my car. It’s the “caring about me” part that matters. Doctors earn loyalty by caring about their patients, not just for their patients. The same is true in the automotive world.

When a customer brings her car in for service, she needs to know that you care about her car and her wellbeing. The time and attention are worth it, because you will establish yourself as her trusted advisor. The best part about building a relationship based on perceived partner responsiveness is that it’s reciprocal (cue customer loyalty). And that’s the entire point! Here are the key takeaways: 1. Understanding: I know what is important to my customer. 2. Validation: I respect my customer and her concerns. 3. Caring: I take active and supportive steps to meet my customer’s needs. Also, if you want to make fast friends with your customers (or anyone!), read “The Power of Moments” by Chip Heath and Dan Heath.  DANIELLE WALLACE is content strategy manager at BG Products, Inc. For more information, visit: www.bgprod.com

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Making It Happen

VIEWPOINT

Is The Doctor In? by Kit Sullivan

We’ve all heard of the proverbial doctor that is described as, “Great, but not much of a bedside manner.” Hopefully, none of you have been subject to a visit to your doctor’s office with an experience like that. The problem with some doctors is with all the specialized schooling and knowledge they acquire that enables them to add the “Dr.” prefix to the front of their name, they often also acquire a superior and less-than-respectful attitude toward mere “civilians.” This can, and unfortunately sometimes does, result in an office visit that might resolve any medical issues you may have, but also leaves you feeling aggravated and insulted. Everybody needs a doctor once in a while, and every car needs a service once in a while. Follow along as I describe a typical visit to a doctor’s office: • You show up for your scheduled appointment, right on time. The receptionist has you sign in on the patient log and then has you fill out a clipboard full of other papers that you already filled out on your last visit. • After thumbing through a year-old “To-

day’s Modern Yachtsman,” “American Home Quilting” or some other dog-eared magazine that you would never consider reading in any other situation, the doctor’s assistant calls you back. • First thing is, she always has you step on the scale — and it is always 20 or so pounds higher than what you thought it would be. • She mutters under her breath “Hmm…”, and jots something down on your chart. You are pretty sure she had a tiny, disappointed headshake going, but you can’t be sure. • When you say excitedly, “Let’s try it again; I know I can do better!” she gives you a sad little smile and says, “That’s not necessary. Let’s step right in here,” as she leads you into the examining closet — er, “room.” • “Have a seat right there, please,” she says, and then opens up your chart (Wow! There are a lot of colored bars and writing in there.) and starts thinking real intently about what she is reading. • “OK, looks like your weight is up a couple pounds — try to watch that OK?” You return that with a lie, “Yeah, I just started my new diet today.”

• “OK, open wide and say ‘Ahhh,’” and then she sticks that wooden tongue depressor so far down your throat that you feel like a circus sword-swallower. You know they are fresh one-use sticks. But you imagine you can still taste the faint remnants of grape popsicle, and you start to wonder where exactly they get these sticks. • Next, she wants to check your blood pressure, so she wraps the cuff around your arm, and she says “It’s gonna squeeze a little, nothing to worry about.” As she puts her stethoscope on your arm under the lip of the cuff and looks at her watch, she starts to pump up that cuff like it’s an Olympic sport or something. At first it’s not unpleasant, but then it starts to get a little tight. “Don’t remember it being that tight last time. No big deal; I can handle it,” you say to yourself. As she makes a studious face and watches the dial, she keeps pumping that thing like she’s operating the bilge pump lever on the doctor’s previous yacht — the one that finally sank. Her casual, “Just relax,” of course, has the exact opposite effect on you. Now you are beginning to think that you know it is not possible to squeeze any live human being’s arm that much without turning your fin-

“The kernel of truth in the above humorous story is that the doctor doesn’t need to really ask you any info, because all the info he needs to make a decision is in the chart.” 66

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“Like a good doctor, a good automotive technician is always treating two ‘patients’: The customer and the vehicle.”

gers into little blood-shooting squirt guns. Your thoughts suddenly flash to remembering that new lube tech trainee from last year who thought the word “Full” would be at the top-end of the scale of the tire pressure gauge and just kept on filling up that tire. As your mind races and you imagine the horrible image of your arm looking like that poor shredded Hyundai tire, she finally releases the valve, and the cuff mercifully loosens up, allowing normal blood flow throughout your arm again. Casually — very casually — she says “Your blood-pressure is a little high.” “Oh really!” you think. “A little high. Of course, it is. If my arm was made of coal, you would have just turned it into diamonds!” you say to yourself. • Of course, she hasn’t asked you a lot of questions yet, and now she wants to check your temperature, so she sticks the thermometer under your tongue. And then she asks you all the questions she needs to know, as you mumble out the answers as best you can with the thermometer stuck under your tongue. • After asking a bunch of other questions and writing some copious notes down in your chart, she stands abruptly, smiles and says, “The doctor will be right with you.” And, she’s gone, closing the door behind her. • Apparently, “right with you” means at least 15-20 minutes in medical jargon, and after you have finished reading all the wall charts in the examining room, you have come to the conclusion that you do indeed probably have gout, as well as hoofrot and something especially scary called “the grip.” • While you are rifling through the cabinets looking for latex gloves, you hear the doctor rustling around outside the door

for a few seconds, conveniently giving you just enough time to get back on the butcher paper, plastering your best “Who, me?” innocent look on your face. • The doctor walks in, gives his best smile and warmest greeting, with his mouth full of gleaming white, perfectly straight and very expensive-looking teeth — teeth that you are convinced you footed about 90 percent of the bill for. He is much more pleasant than that mean old assistant of his. No medieval torture devices for your arms.

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• He asks a few innocuous questions: How’s the kids? The job? You sleeping OK? You’re cutting down on the smoking, right? • And then, he hands you a prescription, tells you how often to take them, says he will “check that mole on your back” again on the next visit, smiles and walks out. • That’s it!

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“You must be a good technician, possessing the skills to correctly perform the various services you normally offer your customers. And, you must also possess a great ‘bedside manner.’”

let alone examining you in any way? Oh, he looks in your ear with that little pointed flashlight, but that is just a ploy to make you think he’s actually doing something. Ever wonder why the assistants and nurses can use every piece of equipment in the office except for the ear-cone flashlight? Could that actually be the single piece of diagnostic equipment that requires the most skill of them all? I think it just makes them feel special. OK, all joking aside: The kernel of truth in the above humorous story is that the doctor doesn’t need to really ask you any info, because all the info he needs to make a decision is in the chart. He did go to school for eight years (or longer!) after all, just to learn how to read symptoms, determine diagnoses and prescribe treatments. If he wanted to, he probably wouldn’t even have to actually come into the examining room and talk to you at all. He is probably perfectly capable of looking at your particulars on your chart, combined with the info the assistant just gathered and making a perfectly accurate and reliable diagnoses and treatment prog-

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nosis, all without ever actually seeing the patient, which, of course, is you. But how would that make you feel? Probably not too good. Like a good doctor, a good automotive technician is always treating two “patients”: The customer and the vehicle. That is where the term “bedside manner” comes in. The doctor can be thought of as having two patients every time you come in: Your body and your mind. He uses his schooling and years of training in medical knowledge to treat your body, and he uses his “bedside manner” to treat your mind. He must possess skills in both areas, if he is to enjoy a long and successful career as a popular and well-liked doctor. Likewise, if you want to be consistently successful in your role as a lube shop manager, operator and/or owner then you, too, must possess an effective “bedside manner” with your “patients” — otherwise known as your customers. Being a skilled and accurate technician is not enough in our business. If all you aspire to be is a great vehicle mechanic and have little or no interest in the customer-service por-

tion of the business, then you are in the wrong business, my friend. A successful and popular quick lube facility requires skillful employees and management, but that skill must be two-fold in equally excellent amounts: You must be a good technician, possessing the skills to correctly perform the various services you normally offer your customers. And, you must also possess a great “bedside manner” — that ability to talk to your customer without talking down to them or making them feel like their opinion is unimportant. Talking in encouraging and positive tones and accentuating the positive aspects of doing a service is the primary detail that builds confidence in you and your recommendations for your customers. Skills with the car aren’t good enough; you’ve gotta have people skills, too. That’s the “bedside manner.” Get to work; your “patients” need you. Make it happen, and see ya’ next month!  KIT SULLIVAN began as a lube tech over 25 years ago and is one of the most knowledgeable and respected experts in the fast-oil-change arena. From location manager to general manager of a 50-plus unit chain, to owner of his own six-unit chain of lube shops, Sullivan has mastered every area of successful lube shop operation. Known for his excellent training seminars, as well as assistance in developing new products tailored to the industry, Sullivan is a popular consultant and can be reached at: quicklubekit@aol.com

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PRODUCTS & SERVICES Drive-Over Inspection Tire Profiles, LLC recently released the TreadSpec 2.0, the latest upgrade to the company’s original non-stop, drive-over system.

The upgraded features for TreadSpec 2.0 include a first-of-its-kind, durable, composite construction that won’t be affected by the harsh environmental conditions found in service drives and repair shops. The new design has a lower profile on the above-ground version that is easier for customers to drive over and will enhance any service drive with its futuristic look. TreadSpec 2.0 also features a patent-pending system to deflect water away from the system, reducing or eliminating the need for cleaning. TreadSpec 2.0 is a drive-over system that provides a complete tire and alignment diagnostic. Vehicle service center customers drive over TreadSpec when entering the service drive. The system captures tire diagnostics in one easy step and outputs a single-page, proprietary report for the consumer that includes tire tread depth and recommendations on tire alignment/rotation. or ore n or at on t t reproﬁle o

Install a Wiper in Under 10 Seconds Clix Wipers just released a game-changer for the quick lube industry. Clix Wiper Blades are a new category of wiper blade — a click-on wiper blade. Installation, which is an issue for mechanics, techs and consumers, is done in under 10 seconds. With a lot of tech turnover at quick lubes, Clix offers a 70

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wiper program that cuts down on training issues. Clix has also cut out all of the unnecessary clips in each box. Every other wiper on the market comes with several different clips in each box that are wasted — and they add complexity for technicians who must determine which clip installs on each car. With Clix for the quick lube and installer markets, replacement blades are available individually, and boxes of clips can be purchased for the shop. It’s easy, saves time, saves money and reduces waste. Clix Wipers are available in the Clix Precision-Fit 2-Pack, Clix Professional 10Pack, Clix Wholesale Replacement Wipers (no clips) 10-Pack, Clix Wholesale Starter Wipers (clips included) 6-Pack and Pink Plus Clix Precision-Fit 2-Pack. For more information, call 800.692.3962 or visit: clixwipers.com

Heavy Duty Shop Cart The Snap-on 36-inch 6-Drawer Heavy Duty Shop Cart is engineered tough with exclusive hard-on-the-inside, soft-on-theoutside bumpers, as well as monoprene casters. The cart also features 24-inch depth, with a 22,000 cubic-inch capacity, including pry bar-length tools; a flip-lid, available in either stainless steel or truck bed liner; and a side panel to hold shelves

and hooks for easy access to needed tools and equipment. A spacious seven-inch deep top compartment houses a convenient power strip with cord wrap for charging tools and USB devices to keep work flowing smoothly throughout the day. The cart features the Snap-on signature SpeeDrawer with customizable, color-matched divider system for small parts and tools and is available in 13 vivid color combinations, including new matte green and matte orange. For more information, call 877.SNAPON.4 (877.762.7664) or visit: www.snapon.com

Four New Tools to Increase Efficiency OTC has added four new tools to aid in servicing cooling, pressure and vacuum systems. The new tools are designed to help technicians prevent damage and leaks when diagnosing issues, and aid in testing and monitoring the vehicle’s pressure/ vacuum and cooling systems. The tools are all covered by OTC’s lifetime warranty and are available now. The new tools are: 6875 Vacuum/Pressure System Tester: The two-way vacuum/pressure system tester can diagnose leaks in pressure or vacuum systems immediately. The patented design includes an intuitive rotary dial and high-quality silicon hoses to allow for

easy and quick switches between pressure and vacuum test modes. 6976 Cooling System Refilling Gun: The cooling system refilling gun incorporates deep vacuum technology to remove airlocks when refilling the cooling system, eliminating the need for system bleeding and interchanging hoses. With universal attachment onto most radiator and header tanks, the tool allows technicians to pull air out of the coolant system easily while new coolant is added without any spills or waste. 6977 Universal Cooling System Pressure Test Kit: The pressure test kit eliminates the search for the right cap adapter, with a universal approach. The hand pump features an easy-to-read pressure gauge, with a padded base to prevent vehicle scratches, and a 36-inch pressure hose with quick-connect. 6978 TestVac Vacuum Test Kit: The vacuum test kit allows for fast and efficient testing and monitoring of many vacuumoperated components. The new kit helps technicians find vacuum leaks, test fuel, engine valves, exhaust valves, door locks and heating or cooling system performance. The kit allows for a one-man brake bleeding job. The kit includes a vacuum pump, fluid container, transfer cap, hoses and fittings, all packed in a convenient and accessible blow-molded case resistant to shop chemicals. For more information, visit: www.otctools.com

New Blade Part Numbers Trico Products Corporation has added three new part numbers to the Trico Classic wiper blade line. This line is engineered to fit classic car models ranging from the 1940s to the 1960s. Trico Classic wiper blades are designed with a silver finish and metal frames to resemble the original equipment blades on these vehicles when they came off the factory line. In an effort to accommodate the demand for this blade style, Trico has reintroduced 16-inch and 18-inch Trico Classic blades, as well

as added a new 13-inch blade to complete the offering. The full line of Trico Classic wiper blades now includes lengths of 10, 11, 12, 13, 15, 16 and 18 inches. For more information, visit: tricoproducts.com/classic

hicles. Top Tec 6300 is officially approved by Mercedes (MB 229.71). Top Tec 6300 is not just suitable for new Mercedes models, but also for Jaguar and Land Rover models (STJLR.51.5122).

POS With Built-In Texting Mitchell 1 has continued to enhance its productivity solutions by introducing text messaging features in its Manager SE shop management system and SocialCRM shop marketing products. With this new feature, shops can easily connect with their customers before, during and after the service.

The new text-messaging feature in SocialCRM gives shops the option of using automated text messages to remind customers about upcoming appointments and also to send a thank-you after the appointment, with an invitation and link to write a review about the shop. The textmessaging feature streamlines customer communication efforts with outgoing texts and email notification of text responses from customers that the shop can respond to directly from the SocialCRM dashboard. The latest release of Manager SE (version 7.5) introduced a new MessageCenter option with integrated two-way texting. Shops have the choice of building their own text templates for orders, appointments and revisions, or writing on-the-fly text messages to customers when needed. For more information, call 888.724.6742 or visit: www. mitchell1.com

Oil For the Newest Mercedes Engines The newest car engines by Mercedes require a very special oil. The new Top Tec 6300 0W-20 by Liqui Moly is one of the first oils to be officially approved by Mercedes for them. The current E-Class models by Mercedes require such an oil, as do several models in the C and S-Class. These include diesel vehicles as well as gasoline and hybrid ve-

Top Tec 6300 is low-viscosity and lowash. This means that combustion residues of the oil do not burden the exhaust gas treatment systems. With a different oil, for example, the diesel or gasoline particulate filters would quickly become blocked and have to be replaced. Top Tec 6300 is so special that it cannot be used for other vehicles. If it is poured into an engine that is not designed for it, there could be heavy friction and even engine damage. For more information, visit: www.liqui-moly.com ď &#x201C;

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

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

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ADVERTISERS/PRODUCT INDEX November 2018

AutoCenter Sales ________________________________________ 60 ____________800.874.5793 ___________ www.autocenter-sales.com Auto Data, Inc. ____________________________________________ 7 _____________800.767.7580 _______________ www.autodatainc.com BendPak, Inc. ___________________________________________ 31 ____________800.253.2363 __________________ www.bendpak.com Comgraphx (Formerly Communication Graphics) ________________13 ____________800.331.4438 ________________ www.comgraphx.com Devon Industries __________________________________________39 ____________800.468.1970 _________________www.devonlube.com ExxonMobil L&S Co. ______________________________________ 47 ____________800.667.6680 ______________________www.mobil1.us Herkules Equipment Corporation ____________________________ 51 ____________800.444.4351 ____________________ www.herkules.us Idemitsu Lubricants America __________________________________43 ____________248.355.0666 ____________________ www.ilacorp.com Integrated Services, Inc. - LubeSoft - Modulube _________Outside Back Cover ____800.922.3099 _______________________www.ints.com Kafko International Ltd. - Oil Eater/Degreaser ___________________12 ____________800.528.0334 ____________________www.oileater.com Lucas Oil Products __________________________________________11 ____________800.342.2512 ___________________ www.lucasoil.com Lubegard by International Lubricants, Inc. ________________________21 ____________800.333.5823 __________________ www.lubegard.com M & M Service - Deep Blue Windshield Washer Concentrate ___________68 ____________800.657.9834 _ www.windshieldwasherconcentrate.com Mighty Distributing System of America___________________________ 9 ____________800.829.3900 _____________www.mightyautoparts.com NOLN _______________________________________________ 64, 69 ___________800.796.2577 _______________________ www.noln.net Penray Companies _________________________________________17 ____________800.323.6329 ____________________ www.penray.com Phillips 66 Lubricants ______________________________________29 ____________877.445.9198 _________www.phillips66lubricants.com PM Attendant, Inc. _________________________________________33 ____________866.576.8957 ______________ www.pmattendant.com Quick, Presented by NOLN _________________________________ 27 ____________800.796.2577 _________________ www.nolnquick.com RelaDyne ______________________________________________ 59 ____________317.696.3009________________ www.duramaxoil.com Rhino Tuff Tanks ________________________________________ 49 ____________877.788.8332 ______________www.rhinotufftanks.com Roth Industries _________________________________________ 45 ___________ 888.266.7684______ www.rothlubetanks.com/benefits Sage Microsystems, Inc. - Quicktouch _________________ Inside Front Cover _____800.724.7400 _________ www.sagemicrosystems.com Samson Corporation _____________________________________ 63 ___________ 828.686.8511 _________www.samsoncorporation.com Service Champ __________________________________________ 5 _____________800.221.0216 _____________ www.servicechamp.com Service Pro ____________________________________________ 23 ____________800.313.2463 ________________ www.service-pro.com Shell - Pennzoil Filters __________________________________ 36, 37 ___________800.237.8645 __________________ www.pennzoil.com Shinn Buildings _________________________________________ 65 ____________855.879.9995 _____________ www.shinnbuildings.com Smart Blend Synthetics/Phillips 66 Spectrum Corporation _________ 3 _____________ 888.422.9099 ________________ www.smartblend.com Snyder Industries________________________________________ 67 ____________888.422.8683 __________ www.snyderpetrotanks.com Solid Start – True Brand _____________________________ Inside Back Cover _____877.290.3950 __________________www.solidstart.com tok ir ire nﬂators _____________________________________ 34 _____________________________________________ www.petroy.com Throttle Muscle _________________________________________ 35 ____________855.738.9687 _____________ www.throttlemuscle.com TOTAL Specialties USA ______________________________________15 ____________800.323.3198 _____________www.totalspecialties.com Valvoline __________________________________________ 53, sponsorship ______859.357.7303 ________ www.valvolinequicklubes.com November 2018

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Selling is Educating

VIEWPOINT

Use the Right Oil; Keep Your Engine Clean by Amber Kossak

In August the administration proposed rolling back the 2025 targets for higher fuel economy and lower emissions from cars and trucks. The action required a 50-day discussion period before implementation. What impact will this have on your oil change business if it occurs? Whether the 2025 MPG requirements were realistic or not, at the end of the day we need to take care of the customer. That means building trust, educating and suppling the right information for them to stay on the road longer. By means of gasoline direct injection (GDI), turbochargers (TGDI), sensors, variable valve timing and other techniques, MPG has been continuously inching upwards and emissions lowered. These engine modifications, however, have put tremendous pressure on the lubricants required to keep them running smoothly and breaking down. Because they run hotter and harder than conventional engines, they place more stress on the oil and engine components. GDI fuel injectors are located inside the combustion chamber. By means of sensors and computers, automakers have achieved remarkable precision with regards to fuelinjection timing and air/fuel mix ratios. The result has been improved fuel economy. Side effects, however, include a measure of oil contamination when unburnt fuel slides past pistons into the sump. Other by-products of combustion include the buildup of deposits on intake valves, which can have adverse effects on fuel economy and performance. The severe deposits that form on the very hottest surfaces within the engine, such as those within the turbocharger bearing housing, can contribute to bearing failure. In addition, oxidation can produce sludge, which accumulates in filters, plugs oil passages and bakes into hard-to-remove carbon deposits that can 74

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lead to catastrophic engine failure. When sludge interferes with sensors that control performance, all the performance gains of these technical advances are lost.

Are You Protecting Your Customer’s Investments? The Right Oil Not only have engines improved over time, motor oil quality has had to be constantly upgraded in order to perform as intended. This requires oil service pros to pay attention to API service classifications. Older oil may look, smell and feel the same as new oil, but it’s not. According to the Petroleum Quality Institute of America older oils can cause your customers’ engines serious harm. The current API service rating is SN. Oils before SJ are considered obsolete. They are not equipped with additive chemistries capable of managing today’s GDI and TGDI technology. The right oil also means the right viscosity. Viscosity is a measure of the oil’s resistance to flow. Temperature changes will cause oil to thin when higher or thicken when lower. It’s important to match oil viscosity with the engine specifications. If your customer brings in an eight-year-old Honda Pilot requiring 5W-20 oil, don’t use 10W-30. Proper Maintenance & Cleaning! It cannot be stressed enough: engines need to be kept clean. Nearly every manufacturer has published a bulletin stating that the number one cause of variable valve timing system issues is small amounts of residue and sludge. In other words, cleanliness in the system is absolutely essential. Many people feel that removing used oil and installing clean oil is all that is necessary. Here are four reminders regarding engine cleaning.

1. Oil life monitors do not really monitor oil life. Rather, they rely on computer-based software algorithms that evaluate engine operating conditions. These algorithms may not detect all issues impacting motor oil service life. 2. Motorists who extend oil change intervals frequently exceed OEM recommendations. As dirt, abrasives, deposits and other contaminants increase over time, the importance of oil system cleaning increases. 3. Automakers recommend oil change intervals based on how vehicles are driven. SAE Paper 2003-01-1057 confirmed that a majority of car owners are unaware that what they consider normal service—stop and go traffic, short trips, etc.-- is actually severe service. As a result, many are not following the maintenance regimens outlined in their owner’s manuals. 4. One of the most important times to consider an oil system cleaning is when someone buys a used car without a maintenance history. Whereas the cost of an oil system cleaning is minimal, the cost of engine repairs is significant. Oil system cleaning helps establish a new service baseline while providing peace of mind for the owner. The Bottom Line Build Trust! The bottom line, whatever happens with federal legislation, engine technology is going to remain complicated. However; keeping your customers vehicle maintained and operating efficiently is key! As we all know people buy from people and when they can trust you for supplying them the right information so they can make an educated decision you win every time!  AMBER KOSSAK is president and CEO of Solid Start, manufacturer of True Brand Products. She has been in the automotive industry for almost 20 years and is serving on the AOCA board of directors. She can be contacted at: kossak@solidstart.biz For more information please visit: www.solidstart.biz

Winter poses it’s own special challenges to the proper care and maintenance of your customer’s vehicle. Modern ethanol-blended fuels attract water, which can freeze, forming ice crystals in the tank, fuel pickup, and fuel filters. Cold weather also can cause motor oil to flow either too slowly, or not at all. This leaves the engine vulnerable to excessive wear due to cold starts. True Brand’s Fuel Juels® Time-Released Fuel Treatment and Engine Treatment and Oil Stabilizer work together to help you protect your customer’s investment from harsh winter weather.

• Patent-Pending Friction-Reducing Technology. • Helps Protect Against Cold Start Damage. • Helps Prevent Oil Breakdown. • Fights Ethanol & Safely Removes Water. • The ONLY Time-Released Fuel Treatment in the World! • Helps Restores Fuel Mileage up to 7%.

Truth:

“The man on top of the mountain didn’t fall there.” - Vince Lombardi

Contact your local Solid Start Distributor to get True Brand in your shop. Call Today: 877-290-3950 | www.solidstart.com | www.fueljuels.com | #TrueBrandTough

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