Colorado's CVJ remains a pillar of remanufacturing ... - Parts & People

MOUNTAIN EDITION
Automotive Counseling & Publishing Co. Inc.
899 Logan St., Suite 311 • Denver, CO 80203
Online Edition at
www.partsandpeople.com
Serving Colorado, Wyoming, W. Kansas, W. Nebraska, & New Mexico Volume 27 Number 5 May 2012
Colorado’s CVJ remains a pillar of
remanufacturing in the USA
by Michael Anderson
Denver—Thousands of axle
cores cover a wall in the
production area of CVJ Axles
waiting to be rebuilt. Owner
Steve Skirrow has been
remanufacturing CV axles for
decades, long before being a
green business became popular,
filling the demand for highquality
OE replacement reman
front-wheel-drive axles in
Colorado.
Although most of his 20 local
and two major national
competitors are long gone,
Skirrow’s business remains
vibrant thanks to a good reputation for
quality CV axles, rack-and-pinion
systems, smog pumps, driveshafts, ATV,
and industrial axles, as well as offroad
and racing — two burgeoning product
segments in recent years.
“The big benefit of CVJ’s reman is
that we’re starting with an OEM part
with its good engineering, factory-spec
steel, and heat treatment and restoring
it,” Skirrow said, unlike new Chinese
reverse-engineered aftermarket CV axles
MT/C
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Steve Skirrow, who has been remanufacturing CV axles in
Colorado since the ’80s, has expanded from his OE
replacement offerings to include performance and off-road
applications.
found on the market today.
“We have tried to be friendly to our
environment and surroundings since the
’80s, before it was in vogue,” Skirrow
said. “We’re saving the raw materials
and energy that would go into a new
shaft and keeping it out of the landfill.”
Skirrow, a graduate of the University
of Wisconsin with studies in mechanical
engineering, left behind a construction
company to start CVJ in 1986 in
Colorado, at a time when many
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Automotive Counseling & Publishing Co. Inc.
899 Logan St., Suite 311
Denver, CO 80203
automakers were migrating
from rear-wheel-drive vehicles
to front-wheel drive.
“Subarus were the biggest
seller in this part of the
country,” Skirrow recalled,
adding that those axles
continue to be big sellers today.
Eventually, Skirrow bought out
his business partner, Art
Hernandez, and moved the
business to its current location
on Brighton Boulevard, near
downtown Denver.
Approximately 70 percent of
Skirrow’s business remains
selling remanufactured OEM
replacement power rack-and-pinion
steering, axles, drive shafts, and smog
Continued on page 30
INSIDE Parts & People
More than 9,900 circulated
Emissions expertise propels Littleton’s
Colorado Car Clinic . . . . . . . . . . . . . . . . . . 3
Denver recycler focuses on hybrid
drivetrain parts, rebuilding batteries . 3
Eric and Kathy Sumpter have
centered their recycling
business, Adopt A Part, on
selling used hybrid drivetrain
components, including rebuilt
hybrid battery packs.
Transitioning from parts to service . . . 7
Larry Brown often called on
Jim Davis, the founder of
Davis Repair, while selling
wholesale parts. Little did he
know that one day he would
purchase the shop.
Auto Notes . . . . . . . . . . . . . . . . . . . . . 10
Shops can adopt simple ‘green’
practices to increase energy savings .11
Energy Suspension perfects polyurethane
parts for cars and trucks . . . . . . . . . . . 13
Knowing customer base, competition
helps shops advertise effectively . . . 15
COLLISION REPAIR
Pages 23-29 C1-C4
Auto Collision Experts implements
advanced lean strategies in Ft. Collins . 23
In less than a year,
sales for the shop
tripled, and now it
averages six times
more business than
seven years ago.
Collision Repair Training Notes . . . 24
Automakers increasingly turn to I-CAR
for training, certification programs . C-2
As automakers open up their collision shop
certification programs to independent
shops as well as dealers, they are
increasingly making I-CAR training part of
the program requirements.
Essentials shops should understand
about DRP contracts before signing . 27
What should shops be looking for and
thinking about when presented with a new
or revised direct repair agreement? And
what are their options if they don’t like some
of the terms being offered?
ONLINE
More photos and
articles at
partsandpeople.com
Undercar Product Notes . . . . . . . . . . 18
Utah’s SB 260 deals blow
to unlicensed salvage buyers . . . . . . 21
Three recycling industry experts offer
suggestions on how to advance legislation in
Colorado next year.
Shops that ‘Strive to Thrive’ embrace
change, says Jasper president . . . . . . . 31
Western Slope shop owner focuses on
OE parts, supplier relationships . . . . . . 35
With a rural location and high customer
expectations, Owner Steve Stewart says
building trust and open communication with
parts suppliers is crucial for The Foreign Aid.
Mechanical Repair Training Notes . . 38
Parts & People tests the 2012 Toyota
Camry XLE Hybrid . . . . . . . . . . . . . . . 39
Cooper’s Keys to Auto Repair Profits . . 40
Denver Auto Show showcases new
vehicles’ flexibility, economy . . . . . . . 42
People & Places . . . . . . . . . . . . . . . . . 43
Automotive Recycling & ‘Green’ Practices / Undercar Maintenance & Repair Focus Issue

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Page 2 May 2012 Parts & People www.partsandpeople.com

Automotive Recycling & ‘Green’ Practices / Undercar Maintenance & Repair Focus Issue
Denver recycler focuses on hybrid drivetrain parts, rebuilding batteries
by Michael Anderson
Denver—A technician
clamps a multimeter to a gray
7.2-volt module in a hybrid
battery pack, one of 38 in a
long row. The battery pack is
more akin to a futuristic
keyboard than a vehicle’s
propulsion source. The
technician, Bryon Schelk,
works at Adopt A Part, an
import auto dismantler
specializing in selling used
hybrid drivetrain
components, rebuilt battery
packs, and service.
“The Denver-Boulder area,
on a per-capita basis, has the
highest concentration of
hybrids in the country,” said
Owner Eric Sumpter, who
also operates an on-site service and repair
division, MileHybrid Automotive, with
his wife, Kathy Sumpter.
As the more than two million secondgeneration
Toyota Prius hybrids that were
Emissions expertise draws customers to Colorado Car Clinic
by Michael Anderson
Littleton, Colo.—It’s no fluke
that many of the vehicles that fail
Colorado’s IM240 emissions test
end up in Dave Hansen’s repair
shop. Hansen, an L1 technician
with a penchant for electronics,
said he has carved out a niche
fixing vehicles with hard-to-find
emissions problems.
“There is a proper way to
diagnose an IM240 failure, and it’s
not by throwing parts at it,” said
Hansen, owner of Colorado Car
Clinic, a specialist in diagnostics,
drivability, and electrical repair.
Many motorists with failed vehicles in
Littleton find their way to Hansen via Air
Care Colorado’s emissions repair guide,
where he’s listed as completing 346 total
repairs to date with a 100 repair
effectiveness index (REI) rating.
The metals found in a catalytic converter
(cat) — platinum, palladium, and rhodium
— are only part of the equation for
reducing harmful emissions, Hansen said.
A variety of problems can cause NOx (lean
air-fuel ratio) or high Co (rich air-fuel)
readings, not just a bad cat.
“We look for fuel control of plus or
minus 5 percent,” he said, adding that this
is typically the acceptable fuel trim
window for a vehicle to pass the state’s
IM240 dynamometer test.
Kathy and Eric Sumpter, owners of Adopt A Part, specialize in
the sale of used hybrid vehicle drivetrain components and
rebuilt battery packs. In January, the couple opened a repair
shop division, MileHybrid Automotive.
built from 2004 to 2009 begin to come
out of warranty, Sumpter is banking that
many will seek service from independent
repair shops, who are more apt to install
used and rebuilt parts. Batteries and used
Dave Hansen, owner of Colorado Car Clinic, says
his digital oscilloscope is a tried-and-true method
for testing vehicles with emissions failures.
Many of the problems on modern
vehicles with OBD II systems can be
traced back to electronic components, he
said. For example, a mass-air-flow (MAF)
sensor can drive itself out of
calibration, sending false signals to
the engine control module (ECM)
that the engine is using less air, and
creating a lean situation that
increases combustion temperature
and increases NOx emissions.
Before a MAF sensor is
replaced, Hansen said he tests it
using a Snap-on Solus scan tool
and a Fluke 98 Automotive
Scopemeter that puts out live
wavelength readings. To test the
cats, he said he uses a Sun five-gas
analyzer and temperature probe.
parts are also sold for the Honda
Insight and Civic hybrid, he
added, as well as the Ford Escape
and Mercury Mariner hybrids.
When compared to new OEM
battery packs, rebuilt ones can
save a customer anywhere from
50 to 75 percent, he said.
Armed with a degree in
industrial
engineering and
work experience
in electronic
manufacturing,
Sumpter said he
purchased the
yard in 2008,
with the intention
of refocusing the
business on hybrid dismantling.
He received his formal hybrid
vehicle training through Arapahoe
Community College’s (ACC) Hybrid
Vehicle Training program.
“What we set out to do was be the
recycled parts source of choice for
Some inexperienced technicians will
interpret a scan tool’s data without
question, Hansen said, which can be a
pitfall. He said he looks at the entire
emissions system before replacing any
parts. After diagnosis, he said, he may
discover something as simple as a vacuum
leak or a malfunctioning exhaust gas
recirculation (EGR) valve.
“There can be a circulation problem,
where the digital oscilloscope comes into
play — unlike some scan tools, they don’t
lie,” he said.
On vehicles with a bad cat, emissions
will have high hydrocarbons and nitrogen
readings, he said. “Ever since NOx
standards have tightened, we have sold
more cats and mass-air-flow sensors than
before.”
Colorado Car Clinic Technician Ed Donnelly
checks the idle response on a 1971 El Camino SS,
powered by a 454-cubic-inch engine.
drivetrain parts,” Sumpter said, which
naturally led him to add a service arm to
the business because of the diagnostic
expertise needed to properly work on
hybrids.
With hybrids, a technician can’t try to
throw parts at a problem in hopes that it
will fix it, he said. If a collision repair
customer calls in saying their customer
needs a new hybrid
transaxle, he said his
countermen will ask
how they came to that
conclusion, even if it
results in a lost sale,
he said. The problem
can be something as
simple as a broken
connector, he said, but
because of unfamiliarity, an estimator
may assume it needs to be replaced.
“A transaxle job takes 12 hours of labor
on a Toyota Prius, so you better make
sure you need it,” Sumpter said.
“We provide installation training for
“A transaxle job
takes 12 hours of labor
on a Toyota Prius, so
you better make sure
you need it.”
Continued on page 6
When choosing which brand of
converters to install, Hansen said he prefers
OEM or well-known aftermarket brands
that offer direct fit, especially for European
makes. Bosal is typically the brand of
choice for import, while Walker is
preferred for domestic, he said. Those
parts are typically sourced through
WORLDPAC, CARQUEST, or NAPA, he
added.
Cheap aftermarket universal-fit cats are
inexpensive for a reason, he said, and don’t
work well because they lack the
appropriate amount of precious metals that
absorb oxygen. “One year down the road,
the check engine light will come on,” he
said, and it needs to be replaced again.
“I’ve seen emissions failures kill a lot of
cars,” Hansen said, citing oil leaking into
the exhaust system, which eventually clogs
a converter. On an older vehicle, he said,
the cost of the repair may exceed its value.
In addition to working on OBD II
vehicles, Hansen said he has developed a
following of classic-car owners, who need
to get their carbureted vehicles to pass
emissions every five years. At the time of
the interview, he had a rare ’50s Lincoln in
for service.
Many of Hansen’s customers who seek
him out for emissions work end up
becoming repeat customers for other
services, he said. n
Parts & People May 2012 Page 3

Parts & People
The Monthly Regional Publication
For Rocky Mountain
Automotive Specialists
Volume 27 / Number 5, May 2012
Publisher: Lance Buchner
Associate Publisher: Michael Anderson
Managing Editor: Rob Merwin
Contributors: John Yoswick,
Matthew Sevart, Dick DeLoach
Jerold B. Smith, Laura Angell,
Daniel Buxbaum
Graphic Arts Director: Mario Waller
Printer: Tribune Publishing Co. Inc.
Parts & People is published monthly
by Automotive Counseling & Publishing
Company, Inc., a Colorado corporation.
ISSN 1083-771Z
Rocky Mountain Edition
899 Logan Street, Suite 311
Denver, Colorado 80203
Phone: 303-765-4664
Toll Free: 800-530-8557
michael@partsandpeople.com
Corporate Office
Automotive Counseling & Publishing Co., Inc.
PO Box 18731, Denver, Colorado 80218-7310
800-530-8557
President/Publisher: Lance Buchner
National Sales Director & Associate Publisher:
Michael Anderson
Director of Sales Development and Marketing: Art Wolfe
art.wolfe@partsandpeoplecom
Founded by Lance Buchner and Dave Lucia.
www.partsandpeople.com
Office Manager: Amanda Buchner
Web and Production Manager: James Faust
Circulation: Tracy Buchner, tracy@partsandpeople.com
Subscriptions are free to all automotive-related
Rocky Mountain regional business owners and
managers; $36 per year, per edition to all others.
For mail renewals or change of address, please include
mailing label.
Reproduction of any of the contents of this publication
by any means is prohibited without specific written
permission of the publisher. Copyright 2012,
Automotive Counseling & Publishing Company, Inc.
All rights reserved.
Publisher’s Statement
Supplier sentiments positive
The Aftermarket Supplier Sentiment Index for the first quarter
of 2012 registered the most positive supplier sentiment since
2010, according to the Automotive Aftermarket Suppliers
Association (AASA) in its “Aftermarket Supplier Barometer.”
The outlook for the future became significantly more positive in
the first quarter.
“Sales increased, gross margins improved slightly and hiring
was up,” said Steve Handschuh, president and COO of AASA.
“Inventory and capacity additions were stable quarter-overquarter,
firmly in the positive territory.”
Surprisingly, concerns regarding raw material costs and world
economic conditions have declined, according to the report.
Gas prices
As gasoline prices crossed the $4-per-gallon price in select
states in early April, and AAA reported a national average of
gasoline prices at $3.92 per gallon, many wonder what the
effects will be. Considering how much the American consumer
is affected by the cost of gas at the pump and how it affects the
economy and the prices of goods and services, it is troubling to
witness such upward volatility.
The rise in gas prices is no longer just a supply-and-demand
determination. World oil consumption is down in Europe,
China, and the U.S. Domestic production reportedly covers 80
percent of U.S. consumption as the U.S becomes an exporter of
oil. When overly centralized insiders control two-thirds of oil
futures, the pricing is suspect. Financial speculators historically
accounted for about 30 percent of oil contracts. Today,
speculators account for 64 percent, according to the
Commodities Futures Trading Commission.
Beyond unregulated speculation, however, lies a new and
unfamiliar concern. Are gas prices rising because of our
weakening currency in relation to commodities and, more
specifically, oil? When the dollar is proclaimed to be strong and
strengthening, it is being compared to collapsing currencies in
Europe and Japan, where international finance and banking
malfeasance also took its toll. Are we just being price-gouged?
Fuel economy contributes to
increasing pace of new car sales
Higher gas prices are one reason why Americans are buying
more fuel-efficient vehicles, according to a study released by the
University of Michigan Transportation Research Institute in
mid-April and reported upon by the Detroit Free Press. The
report stated that fuel economy estimates of all new vehicles
sold in the U.S. has topped 24 miles per gallon for the first time.
The fuel efficiency of vehicles sold in March is now 20 percent
— or 4 MPG — higher than in October 2007, when the
University of Michigan began monitoring and reporting.
General Motors Co. reported that its 12 vehicles getting 30
MPG or better on the highway had combined sales of 100,000
for March, its highest monthly total of such vehicles ever sold.
The economy is being rebuilt on the surging sales of the auto
industry. Reports now indicate that one in ten new jobs in
America are auto-industry-related.
Tire back orders rolling and filled
Last year, back orders for popular tires soared as the
percentage of fill dropped dramatically. With increased tire
manufacturing capacity comes a new and significant supply of
tires to the U.S. this year. Look for retail sales promotions and
competitive pricing to proliferate this summer.
With tire sales rebounding, associated parts and service
business should also drive undercar parts sales this year. n
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Page 4 May 2012 Parts & People www.partsandpeople.com

Only 35 percent of hybrid owners buying hybrids again, according to Polk
Southfield, Mich.—While the selection
of hybrid models in the U.S. has more than
doubled since 2007, only 35 percent of
hybrid vehicle owners chose to purchase a
hybrid again when returning to market in
2011, according to recent analysis by Polk.
If repurchase behavior among the highvolume
audience of Toyota Prius owners
isn’t factored in, hybrid loyalty drops to
less than 25 percent.
However, hybrid owners appear to
maintain brand loyalty when returning to
the new-car market. For example, in 2011,
60 percent of Toyota hybrid owners
returned to the market to purchase another
Toyota, according to Polk, while 41 percent
of them purchased another hybrid from any
brand. In the case of Honda hybrid owners,
more than 52 percent of them stayed with
the Honda brand, while just less than 20
percent of this same owner group bought
another hybrid vehicle from any brand.
“Having a hybrid in the product lineup
can certainly give a brand a competitive
edge when it comes to attracting new
customers,” said Brad Smith, director of
Polk’s Loyalty Management Practice. “The
repurchase rates of hybrid vehicles are an
indication that consumers are continuing to
seek alternative solutions to high fuel
prices.”
Online cross-shopping data from
Edmunds.com indicates that consumers are
doing their due diligence to compare
hybrids with similar gasoline-powered
vehicles. As an example, the Honda Civic
is the second most cross-shopped vehicle
among both Toyota Prius and Honda
Insight shoppers.
Hybrid vehicles represent just 2.4
percent of the overall new-vehicle market
in the U.S., according to Polk, down from a
high of 2.9 percent in 2008.
“The lineup of alternate drive vehicles
and their premium price points just aren’t
appealing enough to consumers to give the
segment the momentum it once anticipated,
especially given the growing strength of
fuel economy among compact and midsize
competitors,” according to Lacey Plache,
Edmunds.com chief economist. “For EVs
and PHEVs in particular, certain obstacles
— including consumer unease with
unfamiliar technology and the lack of an
adequate recharging infrastructure — will
need to be overcome before sales
increase.”
Polk’s research also indicates that
volatility in fuel prices between 2008 and
2011, which ranged from just under
$2.00/gallon to nearly $4.00/gallon, had
little impact on hybrid segment loyalty. n
Aftermarket supplier
sentiment is most
positive since 2010
Research Triangle Park, N.C.—The
Aftermarket Supplier Sentiment Index for
the first quarter of 2012 registered the most
positive supplier sentiment since 2010,
according to the Automotive Aftermarket
Suppliers Association (AASA) in its
“Aftermarket Supplier Barometer.”
“Outlook for the future became
significantly more positive in the first
quarter,” said Steve Handschuh, president
and COO of AASA. “Sales grew, gross
margin improved slightly, and hiring was
slightly up. Inventory and capacity
additions were stable quarter-over-quarter,
firmly in the positive territory.”
Paul McCarthy, AASA vice president of
industry analysis, planning and member
services, said that although the ‘Top 10
Concerns’ in the AASA Aftermarket
Supplier Barometer have remained the
same over the past two years, it has seen the
relative importance of some issues increase
and decrease. “Suppliers’ concerns
regarding raw material costs and world
economic conditions have declined,” he
said. “However, concern has increased
regarding margin erosion, lack of pricing
power and product returns.”
The “AASA Aftermarket Supplier
Barometer” is a quarterly survey of AASA
full-service supplier members on key
indicators and market trends. The full
survey report is an exclusive AASA
member benefit and is available only to
member companies which participate in the
survey. n
Parts & People May 2012 Page 5

Denver recycler focuses on hybrid drivetrain parts, rebuilding batteries
Continued from page 3
independent shops, backed by
our diagnostic expertise,” he
said, adding that with their
Toyota Techstream diagnostic
software and AutoEnginuity
software, they’re able to take
care of their own retail service
customers, and serve as a go-to
diagnostics source for other
mechanical and collision shops.
Diagnostic tools are needed
to confirm that a used transaxle
is suitable for sale, Sumpter
said. “With the tools and
training, we can sell them with
confidence.”
Through access to technical
resources from his previous work life,
Sumpter said he has acquired nonautomotive
equipment necessary to
recondition battery modules and rebuild
the packs.
Battery packs often fail when a 7.2-volt
module or battery cell leaks or becomes
Hudson, Colorado
weak, he said. Once a module is repaired
or replaced, he said, the biggest part of
the rebuild involves balancing the
modules, adding that once rebuilt, the
packs carry a one-year warranty.
Getting the word out mainly through
his website, which is SEO-optimized,
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Sumpter said he now sells
rebuilt battery packs all
over the U.S. and Canada.
To be a successful hybrid
vehicle recycler, the proper
training and equipment is
necessary, Sumpter said,
adding that the investment
is substantial. Along with
hybrids, he said, he also
dismantles and sells parts
for Subaru, Land Rover,
Volkswagen, Audi, Toyota,
and BMW.
To subsidize this
expense, Sumpter said that
in January he launched
MileHybrid Automotive,
his repair shop division,
which attracts motorists from as far as the
Western Slope. Often, he said, hybrids
that are misdiagnosed end up in his shop.
“If you have a shop with a steady flow
of conventional vehicles, it’s easy to view
hybrid vehicles as a distraction,” he said,
citing safety hazards, unfamiliarity, lack
of training, and proper tools as problems
by Michael Anderson
Denver—Eric Sumpter, owner of
Adopt A Part, was elected in February
to serve as president of the Colorado
Auto Recyclers (CAR) for 2012.
Sumpter replaces Roger “Mitch”
Mitchell of Fair Auto & Truck Parts in
Englewood, who served the previous
12-month term.
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Bryon Schelk, a technician at Adopt A Part, tests a battery cell in a
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2601 27337th 8th Ave. • Greeley, CO 80631
800-937-4238
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New & reman driveshafts • Computerized balancing • U-joints & support bearings • Transmission, transfer
case & differential yokes • Powertrain Savers • Aluminum driveshafts • OEM staked-in style u-joint repair
for the average shop. “Diagnosis is
similar to that of an industrial control
system.”
When a hybrid driveline component
fails, automakers have typically not
endorsed repair at a component level, he
said, defaulting to a remove and replace
(R&R) procedure. For example, inverters
have two sections, he said, and two good
sections can be mated for a functional
used unit.
Since the gas engines found in hybrid
vehicles do not experience the wear
associated with a gas-powered car,
they’re not big sellers, Sumpter said.
As many technicians seek diagnostic
and installation advice for out-ofwarranty
hybrids, Sumpter said he and his
five-man crew offer phone consultation,
answer questions in several online
forums, and even train emergencyresponse
personnel in the metro Denver
area, who may be hesitant to cut into a
vehicle with a 300-volt system. A formal
hybrid Certified Installer program aimed
at the independent repair technician is in
the works, he added. n
Adopt A Part owner takes helm
of Colorado Auto Recyclers
Eric Sumpter,
owner of Adopt A
Part, has been
named the 2012
CAR president.
“My main
responsibility is to
facilitate the board
of directors and
prioritize the issues
we need to work
on,” Sumpter said,
adding that
membership
development is a
key area of focus.
Sumpter said he
began his involvement with CAR only a
few months after purchasing his
recycling business in 2008, in an effort
to connect with his colleagues in the
industry.
In a rapidly changing industry, it’s
important that recyclers hold their
standards high, he said, and adhere to
the new standards placed on them.
A key issue will be helping CAR
members understand the new state
storm-water standard, which involves
sampling and new inspection
requirements, he said.
CAR helped negotiate the contents of
this storm-water permit on behalf of its
members, making sure implementation
was feasible, he said. n
Page 6 May 2012 Parts & People www.partsandpeople.com

Parts background gives Colorado entrepreneur solid footing in shop ownership
Larry Brown made a successful transition
from wholesale parts salesman to shop
owner with his acquisition of Davis Repair.
With him is his daughter, Hannah, who is
office manager.
by Michael Anderson
Greenwood Village, Colo.—Little did
Larry Brown know that one day he’d be
buying wholesale parts on a regular basis
instead of selling them. While working as
an outside salesman for NAPA and Factory
Motor Parts (FMP), Brown often called on
Jim Davis, the founder of Davis Repair.
However, an invitation to lunch one day in
2008 changed that, eventually landing him
a role as the shop’s new owner.
“I always wanted to own my own
business and never thought of a repair
shop,” said Brown. After looking at
Davis’ profit and loss (P&L) statements
for the last three years, and agreeing on a
business valuation, he said he felt
confident moving forward with the
purchase.
“I knew the business, because I called
on it for 10 years,” Brown said, adding
that he also purchased the building that
houses the shop on South Emporia Street.
Brown said he maintains a 15-year note on
the business with Davis, and took out a
Small Business Administration (SBA) loan
to purchase the building.
Brown said his main motivation to
acquire the shop was to build something
that he and his family could call their own,
and build a future for his two children.
“The only way I get fired is if my
customers fire me,” he said, with a smile.
Brown owns the business with his wife,
Ellen, and employs his daughter, Hannah,
as office manager and service writer.
Brown also said he plans on bringing
aboard his son, Josh, who is currently
employed as wholesale parts manager at
Tynan’s Volkswagen Nissan in Aurora.
A succession plan is already in place, he
said, adding that his daughter earns 1
percent equity for every year she works
there. The same offer will be in place for
his son, he said, giving them both a leg up
when they eventually buy the business.
Armed with several
years of training during his
time spent with Genuine
Parts Co. (NAPA), Brown
said he was able to hone
his customer service skills,
adding that he isn’t afraid
to make outside sales calls
on fleet managers.
To attract retail
customers, Brown said he
developed a marketing
campaign and enhanced
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his search engine optimization (SEO) for
the shop’s website with the help of the
Davlin Marketing
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and uses San
Francisco-based
Demandforce for e-
mail and direct-mail
campaigns.
Davlin also produced several in-shop
videos and posted them on YouTube, he
said, for added exposure. For example,
one features Brown explaining why
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“check engine” lights illuminate.
Participation in Business Networking
International (BNI)
Action Partners has also
netted several new
customers, he said,
pointing out that he is the
only repair shop involved
in the sales leads group,
which includes 85 member businesses in
his immediate area.
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“I knew the business,
because I called on it for
10 years [as a supplier].”
Continued on page 8
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Parts & People May 2012 Page 7

Parts background gives Colorado entrepreneur solid footing in shop ownership
Continued from page 7
Training Institute (ATI) helped Brown
pinpoint his key benchmarks, numbers he
says he watches closely to monitor the
Davis Repair Technician Ken Ryan performs a brake job on a 2000
Toyota 4Runner. He said new Centric rotors would be installed
after the customer complained of a pulsating brake pedal.
4 locations for
fast delivery
New Control Arms
performance of his shop.
“It’s better to build up working capital
than to pay off loans faster,” Brown said
he learned while working with ATI,
pointing out that he also pays close
attention to his
technicians’
labor-hour
efficiency, parts
gross profit
margins, average
dollars per RO,
and weekly
sales.
With his parts
background,
Brown said he is
picky when it
comes to
choosing
suppliers and the
Steering & Suspension
brands they
carry, basing the
decision on the
quality of the
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part first, then the
service provided
by the vendor.
Main suppliers of
choice include
One Stop Parts
Source, NAPA,
FMP, and
WORLDPAC.
For most brake
jobs, Brown said
he prefers to
install Centric
ceramic pads,
sourced through
One Stop, which
delivers them in
15 minutes from
its Englewood
warehouse.
“We’ve had great
luck with them
— no noise or problems,” he said,
referring to the Centric line.
On timing belt jobs, Brown prefers to
have his technicians install CRP’s Pro
Series Timing Kits, sourced through FMP,
which include a timing belt, water pump,
and hydraulic damper.
Alan Anderson, a technician at Davis Repair, prepares to install a
new serpentine belt on a 1998 Jeep Cherokee. He said he also
replaced the clock spring with a new OEM unit, because of its
critical role in airbag deployment.
CRP warrants the
timing components for
the service duration, he
said, a main reason he
prefers the brand. On
Toyotas, for example,
he said the warranty
period is 105,000
miles.
When it comes to repowering a vehicle
with an engine or transmission, Brown
said his philosophy is to remove and
replace the unit, rather than attempt a
rebuild. Go-to suppliers for
remanufactured units are Jasper Engines &
Transmissions, Transmission Specialty
Maumee, Ohio—Dana Holding Corp.
announced it will extend its SVL
aftermarket drivetrain product line to
include additional heavy-duty components
and, for the first time, light-duty axle
components.
SVL products offer quality replacement
parts designed specifically for post-warranty
vehicles.
Availability of the extended product line
is targeted for the second quarter, and will
include Dana-approved center support
bearings for light-, medium-, and heavyduty
applications, as well as light-vehicle
axle shafts, and ring and pinion gear sets for
“Now is a great time
to buy a repair shop,
one that has a good
reputation and
foundation to build from.”
Warehouse in Englewood, and LKQ Corp.
for used, he added.
Performing the work in the bays are
technicians Alan Anderson, a Colorado
State University-Pueblo graduate and
specialist in Audi and Volkswagen, and
Ken Ryan, who is
proficient in Subaru,
Saab, and Volvo.
For those considering
purchasing their own
mechanical repair shop,
Brown says it’s best to
buy an existing
business and the real
estate, and then
negotiate on all fronts.
“Now is a great time to buy a repair
shop, one that has a good reputation and
foundation to build from,” Brown said.
With his own business, he said, he aims to
double his customer base and increase
annual sales to $1 million. n
Dana expands SVL aftermarket
drivetrain offering for older vehicles
all vehicle makes and models.
This is in addition to the existing SVL
line of universal joints for the light- and
commercial-vehicle markets, and ring and
pinion gear sets for heavy-duty applications.
“After a successful launch of SVL in
2011, we saw increased demand for reliable
light-vehicle drivetrain components,” said
Mark Wallace, Dana’s president of On-
Highway Technologies. “Our extended
SVL product line will fulfill the market’s
demand for Dana-supported light-vehicle
components, while further supporting the
heavy-duty market’s needs.” n
Page 8 May 2012 Parts & People www.partsandpeople.com

Parts & People May 2012 Page 9

Auto Notes
compiled by Jerold B. Smith
Tough Ram. The 2012
Dodge Ram 1500 has been
named one of Consumers
Digest’s “2012 Best Buys” for its
smooth-riding suspension, as
well as its available V-6 and V-8
engines, acceleration, lockable
storage boxes (Ram Box Cargo
Management System),
ergonomics, fuel economy,
fit/finish, and utility. The Ram
won numerous 2011 awards,
including Manufacturer of the
Year from Off-Road Adventures
and the 2011 All-Star Award
from Automobile Magazine.
The Ram 1500 has an exceptional
Electronic Stability Control (ESC) system
that allows all-season front-wheel-drive
(FWD) with the performance of rearwheel-drive
(RWD). The ESC combines
ABS and traction control systems and
determines when to apply one or more
brakes and reduce engine torque in critical
conditions.
The Dodge Ram 1500, shown here with the Ram box
option, is an award winner based on several elements of
its design and utility.
The smooth ride quality and handling is
attributable in part to a multi-coil rear
suspension, Consumers Digest said. Both
front and rear have heavy-duty shock
absorbers and there is a front stabilizer bar.
Towing capacities on the Ram 1500
range from 6,250 pounds on the SLT with
the 4.7L V-8 engine to 8,900 pounds on two
models equipped with the 5.7L Hemi V-8.
Payloads range from 1,344 to 1,484 pounds.
Global anniversaries. The
founder of Toyota Motor Corp.,
Sakichi Toyoda, was born in Japan
145 years ago, in 1867. From a
company that started out
manufacturing textile looms in
1926, Toyoda’s son began building
cars in 1936 (the “d” in the brand
name became a “t”), and for two
years beginning in 2008, Toyota was
the largest automaker in the world.
The company’s first car was the
Model AA.
Hyundai Motor America
recently celebrated its 25th
anniversary in the U.S. Its first car sold in
the American market was the Excel
(frankly, not one of our favorites ever
tested). Since 1987,
Hyundai has sold
more than 6,600,000
vehicles in the U.S.,
with more than
4,350,000 still on the
road. Sonata,
Sakichi Toyoda was
one of Japan’s
most prolific
inventors and laid
the foundation for
Toyota Motor Corp.
Elantra, and Santa
Fe models are
produced at plants in
Alabama and
Georgia. From
entry-level cars 25
years ago, Hyundai
today produces high-quality coupes,
sedans, crossovers, and very competitive
luxury models such as the Equus and
Genesis.
German automaker Opel marks its
150th anniversary this year. A company
that started out building sewing machines
and bicycles, Adam Opel AG was the first
German carmaker to use an automated
assembly line, in 1928. The firm designed
the Rocket Car, which at one point set the
world land-speed record. Opel has been a
wholly owned company of General
Motors since 1931 and today, along with
its British sister car, Vauxhall, is sold in
more than 40 countries.
The 2012 Mitsubishi Outlander sold well in March and the
new model was viewed at the New York Auto Show as the
first to be manufactured at Mitsubishi’s plant in Illinois.
Vehicle sales booming. Despite high
fuel prices, almost every auto and truck
manufacturer had an exceptional first
quarter of 2012 in the U.S. Strong March
sales were driven by the demand for
small cars and crossovers. Honda was
the only U.S. brand that had a sales
decrease, showing a 5-percent drop, but
the Civic was the 10th-best-selling
vehicle for the month and the CR-V
crossover had record sales.
Chrysler’s sales jumped 34 percent in
March with hot Fiat and Chrysler sedan
sales; Dodge Ram pickup sales were up
23 percent over 2011.
Ford posted its best March sales in
five years with brisk sales of Fusion,
Focus, and Edge models that all set
March sales records. Even the F-Series
pickups were up 9 percent as the demand
for commercial vehicles improves.
General Motors’ March sales of cars
and light trucks rose 12 percent, with
sales of its 12 vehicles that get 30 MPG
or better fuel economy reaching an alltime
high of more than 100,000 units
sold.
Kia had its best-ever March sales
record of 57,505 units sold and is up 31.8
percent on YTD sales. Kia’s affiliate
company, Hyundai, also had a record
March on sales of 69,728, up 13 percent.
Audi posted its 15th consecutive
monthly sales record in March and its
third-best month ever in the U.S. German
automakers BMW and Mercedes-Benz
both posted positive sales in March, with
BMW sales up 17 percent for the first
quarter.
Mitsubishi Motors North
America reported sales of its Outlander
Sport CUV at 1,634 units in March, the
best single month since the model was
introduced in October 2010. At the New
York Auto Show in early April, media
and consumers viewed the first Outlander
Sport manufactured in Normal, Ill.
Nissan had its bestever
sales month in
March, up 12.5 percent
on sales of more than
136,300 vehicles.
Subaru had another
record month and
Toyota had its best
March since 2008 on
sales of more than
200,000 vehicles. And
Volkswagen was also a
winner, with increased
sales of 35 percent, the
company’s best March
sales since 1973. n
Page 10 May 2012 Parts & People www.partsandpeople.com

Simple ‘green’ practices can increase energy savings for shops
Shops interested in going “green” should
target low-hanging fruit first by identifying
areas that will cost the least amount of
money and return the most in savings,
says Rebecca Kirchdorfer, during her
recent ASA-CO Symposium session and
panel discussion.
bulk, Kirchdorfer said.
She advised shop owners to seek out state
certification programs in their communities
because they will provide a framework and
step-by-step approach toward building an
environmental plan.
Panelist Janet Burgesser, program
coordinator for the Denver Department of
Environmental Health, said one of the first
and foremost actions a shop can take to
decrease energy use is retrofitting its
lighting. “Replacing four T-12 ballasts with
four T-8s can reduce lighting costs by 40
percent,” she said.
Downing Street Garage made lighting
upgrades from T-12s to T-8s in 2010-2011
for $4,300 that, after rebates of more than
$3,400 from Xcel Energy and the City of
Denver, cost only $900. Projected annual
electrical savings are $700, Kirchdorfer said.
Roger Worrick, an energy solutions
specialist for Progressive Energy Solutions,
said that by switching from fluorescents to a
four-lamp T-8, shops can decrease wattage
while improving light and increasing lamp
life without the flickering and humming.
LED fixtures and retrofit kits are also
available for existing fixtures. “They are
more costly,” he said, “but shops will save
more in energy costs with wattage as low as
88 watts. LED has a certain pizzazz factor
— it all depends upon your needs, whether
it’s from an energy-savings viewpoint, a
maintenance perspective, or a marketing
position.”
Burgesser said shops should not just pay
their utility bills, but look at their bills,
because energy-use trends such as peak
Continued on page 12
by Rob Merwin
Westminster, Colo.—Going ‘green’ and
saving energy costs doesn’t have to involve
a lot of expense and time, and can be
simpler to initiate than many shop owners
might think, as they discovered recently
during a shop management session and
panel discussion, “Turning Green into ROI.”
Rebecca Kirchdorfer, co-owner of
Downing Street Garage in Denver, focused
on ways shops can incorporate “green”
practices into their businesses during the
recent Automobile Service Association of
Colorado’s (ASA-CO) Independent
Automotive Professionals Symposium in
Westminster, Colo.
“We’re in the midst of a transformation
phase and there are market drivers we need
to pay attention and respond to,”
Kirchdorfer said. “Consumers are putting
money where their values are.”
In a survey of customers conducted by
Kirchdorfer and her husband and partner,
Douglass Kirchdorfer, more than 80 percent
said they favor their shop, which has won
numerous awards for its green efforts,
because it is an environmentally aware
business, she said.
“Manufacturers are pushing green
products, consumers are pulling green
products, states are requiring green
processes, and companies and communities
are measuring and recording green practices.
The smart business owners are paying
attention and being proactive in developing
their own environmental plan,” Kirchdorfer
said, which will translate into direct cost
savings and more efficiently run shops.
“Shops interested in going ‘green’ should
target low-hanging fruit first by identifying
areas that will cost the least amount of
money and return the most in savings,” she
said. Shops can be energy efficient by
addressing lighting, heating, and cooling, or
by choosing products that take less time to
stock and have a smaller environmental
impact, such as buying oil and antifreeze in
Parts & People May 2012 Page 11

Simple ‘green’ practices can increase energy savings for shops
Continued from page 11
usages will become apparent on closer
examination. Shop owners should ask
themselves, “Why is that happening?” and
set corrective measures. “It’s also important
to have goals, such as reducing energy costs
by 5 percent for the coming year,” she said.
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303-443-3883
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Fax: 303-998-6274
Burgesser said her certification program
requires the use of non-chlorinated brake
cleaner and she recommends using refillable
cans as opposed to aerosol. “The costs
associated with using aerosol cans can be
twice as much as refillable spray bottles, and
it’s less toxic for your technicians,” she said.
She also said environmentally friendly
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water-based aqueous parts washers, if used
properly, have a greater life expectancy than
petroleum-based solvents. They are typically
nonflammable and contain little or no
VOCs, and instead of dissolving grease and
solids, aqueous cleaners rely on heat,
agitation, and soap action to break dirt into
smaller particles. Although they clean
differently, aqueous cleaners perform as well
as solvents, Burgesser said.
“Aqueous parts washers are also
beneficial because it can decrease costs of
hazardous waste removal,” she said.
Kirchdorfer said her shop recycles 50
percent of all its waste, which results in less
use of its dumpster and increased trashhauling
savings. She said the shop
purchased a waste-oil furnace in 1999 for
$4,600, which paid for itself in four years
and yields an annual savings of more than
$1,000.
“There are a lot of things you can do in
your shop that won’t cost a cent. It’s just a
matter of putting mechanisms in place,”
Reno, Nev.—GRC-Pirk Management, the
registrar for www.FindGreenGarage.com,
has announced that VeriFacts Automotive
has been appointed to verify that shops
maintain green sustainability. VeriFacts
Automotive enables the Green Garage
registrars to verify data needed to validate
key indicators related to energy
consumption and greenhouse gas emissions,
helping shop owners pinpoint ways to
reduce their energy consumption and costs.
VeriFacts Automotive assists shop
owners in identifying core environmental
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she said.
Regularly
checking for leaks
in compressor
lines can be
beneficial because
“a small
compressor-line
leak can really
increase a shop’s
energy use,”
Burgesser said.
And something as
simple as
educating
employees to turn
off lights and
equipment can
save energy, she
added.
“If we can turn green practices into solid
business practices, shops will have a
positive effect on their bottom line and the
environment,” she said. n
VeriFacts appointed to verify
green garage sustainability
• Competitive Prices 303-343-1900 • 800-876-0977
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Roger Worrick, an
energy solutions
specialist for
Progressive Energy
Solutions, says that
by switching from
fluorescents to a
four-lamp T-8, shops
can decrease
wattage while
improving light and
increasing lamp life
without the flickering
and humming.
performance indicators under Green and
Clean Cities programs for pollution
prevention and energy efficiency, including
direct on-premise evaluation of product and
power usage from utilities and other
vendors. Based on this information, shop
owners can improve their carbon footprint
and institute business practices that are both
environmentally and economically
sustainable, therefore minimizing their
exposure to fluctuating energy costs.
“In today’s business world there are not
too many times you can do the right thing,
save money, and increase your bottom line,”
said Farzam Afshar, CEO VeriFacts
Automotive. “In many cases, shops can’t
retain dedicated consultants to audit their
environmental performance. By integrating
green sustainability practices with carbon
footprint computation, we are able to
identify opportunities that benefit both the
bottom line and the environment.
“VeriFacts Automotive can assist with
one of the biggest challenges facing the
industry today — the need to gather and
track environmental data,” said Steven E.
Schillinger, president GRC-Pirk
Management. The VeriFacts solution can
not only improve operational performance,
but it also allows shops to comply with the
emerging regulatory environment and
satisfy demands from customers and supply
chain partners for greater transparency,”
Schillinger said. “Shops are increasingly
challenged with ways to do good for their
bottom line and the environment.” n
Page 12 May 2012 Parts & People www.partsandpeople.com

Energy Suspension continues to perfect
polyurethane parts for cars and trucks
by Dick DeLoach
San Clemente, Calif.—Nearly 30 years
ago, lifelong car enthusiast and inventor
Don Bunker founded Energy Suspension
(ES), makers of polyurethane bushings
and suspension components, but his
involvement in
the automobile
industry goes
back long before
that.
“When I was
five years old, I
was working at
my dad Paul’s
repair service
Energy Suspension
founder Don Bunker,
whose company
makes automotive
suspension bushings
and components, says
he started out making
polyurethane
skateboard truck pads
in 1968.
garage in Cedar
Rapids, Iowa,”
Bunker said. “I
remember
thinking at the
time that I was
just like my dad.
I had a rag in my
back pocket and
the dirtier my hands would get, the
happier I was. So cars and trucks have
been in my life ever since.” An avid
skateboarder in his youth, Bunker said he
began making polyurethane wheels and
the first polyurethane “truck” cushions
(pads) for skateboards in 1968. “But my
love for fast cars has always
been with me, so I
investigated making
polyurethane for the auto
industry to replace the rubber
components with specially
formulated polyurethane,” he
said. “That was 29 years ago,
when Energy Suspension was
born.”
Mike Papazian, national
sales manager/performance
division at ES, said if you
mention polyurethane in an
automotive-aftermarket
context today, the company
that will most likely come to
mind is Energy Suspension.
“If a vehicle is equipped with
performance suspension
bushings, chances are good
that the bushings have our
logo stamped on them,” he
said.
Bunker’s initial decision to
specialize exclusively in
polyurethane has established
ES as the most asked-for
name in performance
polyurethane components
today, Papazian said.
“Our Hyper-Flex bushings are made
from a polyurethane formula that has been
tweaked to perfection over the years,”
Papazian said. “Urethane is stronger and
stiffer than rubber, plus it is resistant to
petroleum products like smog, ozone, gas,
and oil. So it won’t break down and crack
like rubber components.”
Kevin Taeger, ES’ sales manager/OE
division, said polyurethane continues to
amaze even the people who work with it
every day, adding that “it’s as much an art
as it is a science.”
Taeger said the complex and diverse
nature of Energy Suspension’s proprietary
material requires its chemists to constantly
dedicate their attention to development.
“This devotion has produced the quality
components that our customers continue
to demand,” he said. “Our policy of
manufacturing in-house from the initial
R&D stages to chemical formulation,
molding, and final packaging gives us
control of every aspect of the
manufacturing process,” Taeger said.
“This gives us the ability to produce a
genuine American-made product and
gives our customers absolute confidence
in the Energy Suspension name.”
The company’s involvement doesn’t
stop when the order is shipped, Papazian
Continued on page 14
One of Energy Suspension’s new products for 2012 is
this Chrysler LX polyurethane bushing kit for 2005-
2010 Chrysler 300, Dodge Charger, Dodge Magnum,
and Dodge Challenger.
Energy Suspension now offers a complete
polyurethane suspension and body mount kit for 1998-
2011 Ford Ranger 2WD and 4WD pickups.
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Continued from page 13
said. “Our sales staff and sales reps do
product information training at our
warehouse distributors’ locations with the
people who answer their phones,” he said.
“It includes the features and benefits of
our products, installation tips, warranty
product support, and we’re looking into
adding video and online training.”
Shops are faced with the obvious
challenge of coping with the economy and
competition, Papazian said, as well as
keeping up with technological
advancements in today’s vehicles.
“The undercar repair market has a
choice to offer an affordable,
differentiated line of polyurethane
products to repair the part as an alternative
to a costly dealer replacement part,”
Papazian said. “Also, the parts and labor
costs are more reasonable for the repair
shop to offer a more affordable option to
the consumer.”
Papazian said dealerships are forcing
consumers and installers to buy complete
control arms and steering racks when only
the bushings are needed, which
exponentially drives up repair costs.
“Energy Suspension comes to the rescue
with a simple solution by offering better
than OE rubber with polyurethane
replacement bushings for a fraction of the
cost to replace the complete part,” Taeger
said.
ES is known worldwide as the premier
manufacturer of performance
polyurethane suspension components for
street and off-road applications, Taeger
said, but the company also makes privatelabel
products for a number of companies.
“That’s where I come in,” he said.
“We do a lot of private-label products
for other companies using their drawings
and specs, so we don’t test them,” Taeger
said. “We do a lot of sway bar bushings
and other products like that.”
In 1991 the company started a heavyduty
division, which Taeger said has done
well. “One of our first heavy-duty
products was our red-and-blue Glad Hand
Seals, which replace the rubber seals for
big-rig air brakes,” he said. “Now we also
offer torque rod bushings, motor mounts,
and hood rests.”
Papazian said ES has applications to fit
most popular vehicles, but new ones are
being added constantly. “Since 2011 we
have added more than 80 new part
numbers, including products for the 5th
generation Camaro, Dodge LX platform,
Nissan 350Z, Jeep Wrangler JK, and the
Ford Ranger. We have also developed
several new part numbers in our heavyduty
division, which have been well
received.”
ES has also embarked on a new line of
motorcycle products known as Energy
Suspension Moto division, said Austin
Squires, head of new product
development, motorcycle and marine
divisions.
The company is also involved in many
community and industry programs,
Papazian said. “ES supports Vocational
Visions, a nonprofit workplace center for
disabled and mentally challenged
individuals, as well as an adult education
program for Saddleback School District.”
“Due to state-funded cutbacks in the
education system, Energy Suspension has
always supported many educational
programs,” Taeger said. “ES sponsors the
Hot Rodders of Tomorrow program,
which gets high school kids more
involved with the automotive industry, and
ES has hired SEMA interns through their
internship program.” n
Serving Wyoming, Colorado,
Nebraska & New Mexico
720-322-7240 • 888-340-9041
7911 E. 96th Ave. • Henderson, CO
The Energy Suspension management team includes, from l., Austin Squires, Kevin
Taeger, Mike Papazian, Pauline Babic, and Mike Santa Cruz.
Page 14 May 2012 Parts & People www.partsandpeople.com

Knowing customer base and competition helps shops advertise effectively
Tracking and evaluating advertising
responses and other marketing efforts is
important, RLO Training Director Dan
Gilley says. “If you can’t measure the
success of a particular advertising, then
don’t use it.”
PHOTO BY MATTHEW SEVART
A major consideration
regarding the economics of a
shop’s market area is whether
there are any significant future
developments that might affect
its marketplace, he said. “Be
aware of what’s going on in your
market area such as new
shopping malls, housing, and
large industries. Ask yourself,
‘What would these do for my
business?’”
A shop’s main marketing
focus, however, should be existing
customers, as opposed to the potential costly
expense of acquiring new ones, Gilley said.
The customer database, if used to its
potential, can also determine active and
inactive customers, as well as how much
they spend per visit and how many vehicles
they regularly have serviced. “The average
hour per RO has the greatest potential for
improvement, and well-trained service
advisors will go a long way to making that
happen,” he said. “Educating the customer is
more cost-efficient, and make sure you
charge for all work performed.”
Understanding customers’ needs is critical
in the development of a marketing plan, he
said, and information derived from a
customer-service survey, by handouts,
mailers, or online, will improve a shop
owner’s awareness of consumer interests.
“Get the customers involved by giving you
feedback and it’ll benefit them and the shop
by promoting two-way conversation,”
Gilley said.
A well-written customer-service survey
Continued on page 16
by Rob Merwin
Overland Park, Kan.—What does it take
for an independent shop to successfully
market its business in the automotive repair
industry today and compete with dealers and
chains?
It requires understanding that today’s
customers are increasingly value-driven, but
that doesn’t mean just offering the lowest
price, said Dan Gilley, director and trainer
for RLO Training, during his educational
session, “Maximizing Your Marketing,” at
the Vision Hi-Tech Training & Expo held
recently in Overland Park, Kan.
“Customers want value with a mix of
benefits,” he said. “Smaller companies have
a choice: they can present quality or price,
and if they can’t compete with price —
which often they can’t — they’re left with
quality.”
“Examine demographics to
find out where your
customers are coming from.”
For independent shops, that translates to
providing a quality facility, staff, and service
along with good warranties on everything
sold. “The shops that survive are the ones
that market those qualities the best,” said
Gilley, to nearly 100 shop owners in
attendance. “If you’re not bragging about
your shop, who is?”
In order to “brag” those qualities, shop
owners should research their market area,
which will provide important data for
developing a marketing plan. “Examine
demographics to find out where your
customers are coming from. They either
work or live near you — look at your
customer database and ZIP codes,” Gilley
said, adding that additional information is
available at chambers of commerce and
census bureaus.
Parts & People May 2012 Page 15

Bosch scan tool provides European vehicle coverage with advanced software
Broadview, Ill.—Bosch’s Mastertech
VCI (M-VCI) scan tool now provides
greatly expanded, in-depth vehicle
coverage especially for European vehicles
with its new ESI[tronic] 2.0 diagnostic
software, which complements the scan
tools’ award-winning Mastertech Scan Test
software.
“Combined with M-VCI’s flexibility and
ease of operation, this software
powerhouse gives the technician an
unparalleled
diagnostic and
service resource for
multiple vehicles
with one common
interface,” said Ravi
Subramanyan,
senior product
manager for Bosch
Diagnostics
Business Unit.
The M-VCI’s
dynamic ESI[tronic]
2.0 diagnostic
software features extensive coverage for
domestic, Asian (including Korean), and
European vehicles, and includes a one-year
subscription for software updates. The
Mastertech Shop Foreman Pro Scan Test
software provides coverage for 1996 and
newer Asian and domestic vehicles.
“ESI[tronic] 2.0 enhances the vehicles
diagnostics experience by providing the
technician trouble-shooting instructions,
vehicle maintenance schedules, and
technical service bulletins when they are
available,” Subramanyan said.
The ESI[tronic] 2.0 diagnostic software
provides:
• Accurate and easy automatic vehicle
identification
The M-VCI Trio Package consists of the
M-VCI scan tool bundled with a laptop PC
and USB wireless adapter.
• Pulls OBD II codes with four clicks
• Quick module status check of the
vehicle network
• Extensive bi-directional controls for
engine, body, and chassis systems
• Intuitive system menus to speed
diagnostics
• Wide range of functions, including the
following: auto brake bleed test; bidirectional
controls for engine, body, and
chassis systems; steering wheel angle reset;
maintenance light
reset; electronic
stability control test;
Electronic throttle
programming; tire
pressure sensor ID
programming.
ESI[tronic] 2.0
diagnostic software
in the M-VCI
provides technical
support for tester
operations via
technical hotline
and a free one-year diagnostic software
subscription with the purchase of the M-
VCI scan tool. The software covers
Chrysler, Ford, and General Motors
domestic vehicles; Toyota, Honda, Nissan,
Hyundai, Kia, Lexus, Scion, Acura, and
Infiniti Asian vehicles; and Audi, BMW,
Mercedes-Benz, Mini, Volvo, Volkswagen,
and Smart Car European vehicles.
Complete PC-based mobile
diagnostics tool
A complete PC-based mobile
diagnostics solution developed specifically
for North America, the M-VCI scan tool
features:
• Industry-standard SAE J1962 16-pin
connector with no special “keys” or
adapters required for OBD II vehicles
• Operates with a Windows PC through
either 802.11 wireless, Ethernet, or USB
connection
• Fully OBD II compliant, including
Controller Area Network (CAN) protocols
• Includes USB WiFi adapter which
offers innovative and simple wireless
connectivity to the M-VCI and allows
Internet access while performing vehicle
diagnostics
• J2534 compliant with OEM ECU
reprogramming applications for Ford,
General Motors, and Honda vehicles
• Designed for new M-VCI vehicle
software architecture utilizing M-VCI D-
PDU API (ISO-22900-2). n
Knowing customer base, competition
helps shops advertise effectively
Continued from page 15
will provide data for shops to focus on what
services are important to their customers
and additional services that could be
provided. “The more information you
gather, the better chance you have of
meeting or exceeding expectations,” he
said.
Equally important are “competitive
service surveys,” he said. They will reveal
which competitors offer the same services
and prices, services they offer that the shop
owner doesn’t, and insight into their
attitudes about certain conveniences and
services, Gilley said. “The more inside
knowledge you have, the better marketing
plan you will have,” he said.
Once a shop determines its customer base
and needs, evaluates its own strengths and
weaknesses, and looks at the strengths and
weaknesses of its competition, it should use
advertising to convey its advantages over
the growing prominence of quick lube
shops, auto parts stores, and dealerships, he
said. “Talk about what you do better than
the competition and set about 3 to 6 percent
of your annual gross sales to be spent on
advertising — but make sure you spend it
wisely.”
Gilley listed a number of advertising
devices that can be budgeted, including onhold
messaging; direct mailers such as
coupons, thank-you letters, and service
reminders; lifetime oil change programs;
license plate frames; and newspaper ads
promoting a Car Care event. “A flat-screen
TV behind a service desk with a menu board
also attracts attention,” he said.
Gilley suggested shop owners print an
extra 50 to 100 copies of mailers with
coupons so they can store them under their
counters to be used as “closers.”
Tracking and evaluating advertising
responses and other marketing efforts is
important, and he said shop owners should
establish reference codes. “If you can’t
measure the success of a particular
advertising, then don’t use it.”
Gilley said major shifts in the global
economy have given consumers the power
to demand exactly “what they want, the way
they want it, when they want it, and at a
price that will be determined by value.”
“You have a choice,” he said, “either
provide it or fail.” n
Page 16 May 2012 Parts & People www.partsandpeople.com

Parts & People May 2012 Page 17

Undercar Product Notes
compiled by James Faust
ACDelco introduces Advantage tie
rods and control arms
Grand Blanc, Mich.—ACDelco has
introduced the Advantage line of tie rods
(345 part numbers) and control arms (49
part numbers). They are part of the all-new
ACDelco Advantage family of aftermarket
chassis components being launched with
more than 1,000 part numbers focusing on
top-selling product categories. The
ACDelco Advantage tie rods feature fullball
type stud for improved performance,
corrosion-resistant coating, heat-treated
finished ball ends, and CNC-machined
housing. The control arms feature
corrosion-resistant coating for long-life
performance, greaseable ball joints for easy
maintenance and long life, and lightweight
construction to meet application
requirements. Installation hardware is
included, when needed, and all parts are
backed by a 12-month/12,000-mile parts
warranty.
Redesigned Ford F250/F350 Super
Duty steering gearboxes offered
Philadelphia, Pa.—Cardone offers
redesigned and improved 2005-2007 Ford
F250/F350 Super Duty steering gearboxes.
Months of research, design, and validation
testing by Cardone engineers resulted in a
redesigned gearbox ensuring a quality
product that outlasts the original, company
officials said. The re-engineered gearboxes
feature a stronger piston design to
eliminate a common failure in which piston
teeth breakage causes immediate loss of
steering assist and total loss of steering.
Cardone increased the gear pressure angle
of the teeth to provide additional durability
and used more material on the piston to
accommodate increased pressure.
CEMB introduces the
ER 80 Go Fast Line series
Gainesville, Ga.—The CEMB ER 80 is
a digital balancing machine with digital
touch panel, 3D automatic measurements
by sonar, laser for weight positioning
inside the rim, LED to light working space,
Wheel Best Access, and Virtual Direct
Drive (CEMB patent).
system leaks before they lead to major
breakdowns. The Marksman II can detect
leaks from orifices as small as 0.004 in (0.1
mm) at 5.0 PSI (34 kPa), from a distance of
12 inches (30 cm). An Internal Noise
Control feature buffers ambient noise,
making it ideal for use in noisy
environments, company officials said.
ACDelco has introduced the Advantage
line of tie rods and control arms as part of
its Advantage family of aftermarket chassis
components with more than 1,000 part
numbers.
Original
Design
CARDONE
Improvement
A stronger piston design is used in the
gearbox to eliminate a common failure in
which piston teeth breakage causes
immediate loss of steering assist and total
loss of steering.
CEMB USA introduced its line of digital
balancing machines, including this ER 80
series.
Ultrasonic diagnostic tool
‘hears’ problems before they
lead to breakdowns
Westbury, N.Y.—Tracer Products has
introduced the Tracerline Marksman II
ultrasonic diagnostic tool, a highly accurate
instrument that converts and amplifies
inaudible ultrasonic sound into audible
“natural” sound. Service technicians can
easily hear sounds that signify problems
such as air brake leaks, compressed air
leaks, vacuum leaks, tire leaks, and EVAP
The Marksman II comes complete with an
ultrasonic receiver, headphones, hollow air
probe, solid contact probe, and an
ultrasonic emitter that helps locate faulty
seals, gaskets, and weatherstripping in
passenger cabs, trailers, and other nonpressurized
enclosures. All components
are packed in a sturdy carrying case.
Hunter’s new Road Force Touch
balancer provides wheel service
with record efficiency
Bridgeton, Mo.—Hunter’s Road Force
Touch performs a Road Force diagnostic
test faster than a traditional wheel balancer
performs a typical balance. During the
balancing process, the Road Force Touch
automatically applies Hunter’s patented
load roller against the wheel and tire
assembly to simulate how a wheel
performs under the weight of a vehicle to
Continued on page 19
All the
premium brands.
All the premium
service!
All EMPI New Constant
Velocity Drive Axles are
meticulously assembled
with 100% new EMPI
produced components
throughout.
Your Western Automotive
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Service in what we sell.
303-789-1789 • 800-451-3972
www.icpcolorado.com
Page 18 May 2012 Parts & People www.partsandpeople.com

Hunter introduced its new Road Force
Touch balancer, which provides wheelbalancing
service with record efficiency.
Continued from page 18
find hidden causes of vibration and vehicle
pull. Technicians can activate any
balancing function from one screen by
touching the appropriate button or icon,
saving time spent scrolling through a grid
of menu buttons. Live 3D graphics and
animations display real-time wheel
conditions and illustrate easy-tounderstand
instructions to resolve vibration
and pull problems. New software tools
include eCal auto-calibration, on-demand
videos, and an enhancement to
StraightTrak lateral force measurement.
Other improvements include a stronger,
wear-resistant balancer shaft for longlasting
service, an Auto-up Hood that saves
time by automatically lifting the hood for
the operator, and a standard 10-piece
mounting collet set with storage to
optimize wheel centering.
New PlastiKote wheel paint
provides tough, long-lasting finish
Chicago—Keeping a vehicle’s wheels
looking like new can be a constant
challenge. “PlastiKote’s wheel paint is
specially formulated to provide a tough,
long-lasting finish that resists scratches and
will not tarnish, weather, or rust,” said
Katie Whiting, product manager/aerosols
for Valspar. PlastiKote wheel paint is
available in four colors: steel (618), semigloss
black (620), silver argent (621), and
charcoal gray metallic (626). It is also an
ideal paint for auto trim and grilles as well
as bikes and motorcycles. n
PlastiKote’s wheel paint is specially
formulated to provide a tough, longlasting
finish that resists scratches and will
not tarnish, weather, or rust.
Parts & People May 2012 Page 19

Metal exposure from laundered shop towels may exceed permissible levels
San Francisco—Gradient, an
environmental and risk science consulting
firm, has presented new data that shows
metal exposure from use of laundered
shop towels may exceed the permissible
levels allowed in drinking water.
Gradient presented a poster describing
its findings at the annual Society of
Toxicology Annual Meeting and
ToxExpo, March 11-15, in San Francisco.
The poster describes exposure to metals
on shop towels and compares the
exposure to toxicity criteria established
by governmental agencies. Millions of
manufacturing workers routinely use
shop towels on the job.
According to the new research,
manufacturing workers using a typical
number of shop towels may be exposed to
metals such as lead, chromium, cadmium,
and antimony at levels many times above
those allowed by the maximum
contaminant levels (MCLs) or, in the case
of lead, the action level (AL) for drinking
water.
The EPA promulgates drinking water
standards under the Safe Water Drinking
Act to protect public health. An MCL, or
AL for lead, is a legally enforceable limit
that drinking water must meet.
Suppliers of drinking water such as
municipalities must address exceedances
of MCLs, or the AL for lead, by taking
corrective action and informing
consumers.
“Our analysis indicates that shop towel
users may unknowingly ingest higher
amounts of metals than what is allowed in
drinking water,” said Barbara Beck,
Ph.D., DABT, principal at Gradient. “It is
important for safety managers and plant
workers to understand metal
contamination levels in laundered shop
towels so they can make informed
decisions about their use.”
Workers might ingest metals
from contaminated shop towels
As recognized by multiple federal
agencies such as the EPA, people can
transfer contaminants from their hands to
their mouths and ultimately ingest the
invisible residues. The new Gradient
analysis presented at the Society of
Toxicology meeting compares the
potential for heavy metal ingestion from
shop towels to levels that may be
consumed in water at drinking-water
limits. In the case of lead, daily intake
from shop towels may be up to 21 times
higher than the intake that would be
associated with the lead action level.
Freshly laundered shop towels have
been shown to be contaminated with
metal residues, which may transfer to the
hand during common usage, and can
migrate to the mouth and be ingested at
levels that exceed those allowed in
drinking water.
The MCL and AL analysis advances
Gradient’s research, which has been
ongoing since 2003.
Gradient has found that workers using
the typical number of shop towels daily
were exposed to seven metals —
antimony, beryllium, cadmium, cobalt,
copper, lead, and molybdenum — that
may exceed health-based limits. The
same study found heavy metal residues in
all of the laundered shop towels tested. n
Mitchell 1 introduces its
next generation of ProDemand
Poway, Calif.—Mitchell 1 announced
that its next generation of repair
information software, ProDemand, is now
available.
“ProDemand presents information from
service repair manuals in a concise
manner, providing all of the descriptions,
procedures, specifications, and diagrams
that technicians need to complete the
job,” said Gary Hixson, product manager
for Mitchell 1. “Returning all of the
relevant findings quickly saves
technicians time because they don’t have
to conduct multiple look-ups to find what
they need.”
With the information that Mitchell 1
has collected over the past nine decades,
combined with experience, ProDemand
presents repair, diagnostic, and
maintenance information in a consistent,
easy-to-understand format.
With ProDemand, technicians work:
• Faster: ProDemand helps technicians
find information faster. They will find
everything they need in just one lookup,
saving time and getting cars out of
the bays faster.
• Easier: Using ProDemand, technicians
can navigate easily from repair
procedures to TSBs to specifications to
wiring diagrams. ProDemand brings all
the information to the technician so
they can focus their attention on a
vehicle.
• Smarter: With ProDemand, technicians
don’t have to know if a vehicle
manufacturer called a component an
oxygen sensor, O2 sensor, or anything
else. ProDemand has intelligently
crossed-referenced thousands of
component names so technicians can
work smarter. n
As one of the largest catalytic converter manufacturers in the
United States, MagnaFlow has a complete line of universal and
direct-fit converters, including specialty designs such as integrated
manifold converters for both 49-State and California applications.
To complement their full line of OBDI- and OBDII-compliant catalytic
converters, MagnaFlow also prides itself on a complete line of stainless
steel performance exhaust systems, backed by a lifetime warranty. Thirty
years of experience and a reputation for manufacturing to the highest
quality and performance standards make MagnaFlow the exhaust products
industry leader.
• www.magnaflow.com •
Page 20 May 2012 Parts & People www.partsandpeople.com

Support is critical in passing salvage
vehicle legislation for recyclers
by Daniel Buxbaum
Recyclers nationwide are working
feverishly to pass legislation like Utah’s
recently adopted SB 260, which provides
important safeguards and restricts access to
salvage vehicles.
According to Chris Mantas, newly
elected president of the Utah Automotive
Recyclers Association (UARA),
unregulated buyers are a big
problem, and not just for recyclers.
“It’s not only affecting us as
recyclers, but it’s also affecting body
shops,” Mantas said. “When an
insurance company salvages a
vehicle, they can take it right to a
salvage sale. They know that their
profit earnings are more at the sale
than when a car is repaired.”
Salvage stock across the nation
has been dwindling, and the price for
such commodities has been inflated,
he said.
Ben Silver, co-owner of Central
Foreign Auto Parts in Denver, said,
“It’s obvious that the only reason the
insurance companies are doing it is because
they make more money. If you just look at it
logically, it’s a no-brainer.”
Historically, Mantas said, salvage
vehicles brought 10 to 20 percent of a
vehicle’s original retail value at an auction.
“Now, a vehicle with a clean title is
bringing more like 50 to 65 percent,”
Mantas said. “There’s no way, as a recycler,
that you can even touch that vehicle.”
With many salvage vehicles becoming
too expensive for recyclers and beyond the
reach of body shops, they are instead ending
up in the wrong hands, Silver said.
Total-loss vehicles
with clean titles, he
said, are sought after by
criminals at auction
because the VINs and
title certificates can be
easily transposed to a
stolen or salvagebranded
vehicle.
“A vehicle that has clean paperwork is,
basically, re-sellable,” Silver said. “You
could sell it after the vehicle is repaired,
without the buyer knowing it was in an
accident.”
Silver also said that vehicle record-check
services, such as Carfax, can be unreliable.
“You could run Carfax on all the vehicles I
have in our facility that are wrecked, and I’d
be willing to bet that a large number of
them wouldn’t have any record of being in
an accident,” he said.
Sandy Blalock, who is managing director
of UARA, as well as managing director of
New Mexico Certified Automotive
Recyclers Association (NMCARA), said
such inaccuracies pose a threat for not just
body shops and recyclers, but also
consumers.
“We’re qualified as an industry to process
those cars, and unlicensed people are not,”
Blalock said. “The consumer might end up
with a poorly repaired car.”
Ben Silver, co-owner of Central Foreign Auto
Parts in Denver, stands next to a 2004 Nissan
Titan that was totaled by an insurance company,
but never received a salvage branding.
“We’re qualified as an
industry to process those
cars, and unlicensed
people are not.”
Mantas also said environmental
accountability and heavy regulation
determines how recyclers must handle
hazardous items, such as mercury switches
and engine fluids, as opposed to unlicensed
buyers.
The introduction of SB 260 in Utah is not
the state’s first effort to restrict access to
salvage vehicles.
According to Blalock, a former salvage
yard owner in Albuquerque, a strong
restriction on who could buy salvage in
Utah was adopted four years ago. A salvage
buyer’s license, which also provided a
source of revenue, was required by the state.
Auction houses,
however, lobbied a
judicial committee to
eliminate the
restriction, she said.
Recently, however,
the committee admitted
that its decision,
instead of helping the
state of Utah, had done exactly the opposite,
Blalock said.
“It meant a big change in the state’s
income for motor vehicles,” she said. “It
lost all the income from the purchase of
salvage buyers’ licenses and experienced a
reduced tax flow because unlicensed buyers
may not be paying sales tax on their
profits.”
“When licensed recyclers buy a vehicle,
we claim all of that federal tax for every
part that we sell off the vehicle,” Mantas
said. “And the same goes with body shops.
Once we sell them a part, they’re putting
Continued on page 22
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3403 Brighton Blvd.
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www.centralforeign.com
800-869-9025
303-295-2277
Fax: 303-296-6202
Fair Auto & Truck Parts
2400 S Tejon St.
Englewood, CO 80110
www.fairautoparts.com
800-748-2505
303-934-9326
Fax: 303-934-5515
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Albuquerque Foreign Auto
5028 Broadway SE
Albuquerque, NM 87105
www.abqforeignauto.com
800-753-7550
505-877-4856
Fax: 505-873-7204
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7071 Lowell Blvd.
Westminster, CO 80030
www.stadiumautoparts.com
800-930-8733
303-428-0495
Fax: 303-428-5224
WYOMING
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321 TW Road
Buffalo,WY 82834
www.qualitypartsfast.com
888-484-0484
307-684-2288
Fax: 307-684-0963
Parts & People May 2012 Page 21

Support is critical in passing salvage vehicle legislation
Automotive Recycling
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Continued from page 21
that vehicle back together and they’re also
paying a fed tax.”
Among the provisions of SB 260 are the
following:
• Auctions are required to verify that state
purchasers have a valid business and salestax
license.
• Businesses not directly licensed as
dealers, dismantlers, or crushers can
purchase only five vehicles per year. Only
two of the five can be resold per year.
• A new “non-repairable” classification
for Utah vehicles has been established.
• There are now specific disclosure
requirements for salvage vehicles, as well
as time constraints for title application and
auction sales.
Blalock and Mantas said the Automotive
Recyclers Association (ARA), through its
government affairs division, provided
substantial support for passage of SB 260.
LKQ also helped to fund lobbying efforts
on behalf of the state, they said.
In Colorado, however, Silver said
proposed legislation has been much more
simplistic.
The goal of a Colorado bill that recently
failed was simply to change the definition
of a year range, Silver said. Vehicles that are
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model year 2005 and
older are subject solely to
branding as a salvage
vehicle. Model year 2006
and newer vehicles,
however, can be left on a
good title.
“It’s a terminology that
created a loophole
allowing insurance
companies to just leave
these cars on good titles,”
Silver said.
The next time around,
Silver is calling
for greater efforts on the
part of the local recycling
community.
“When the bill is
brought up next year, the
Since 1955
Sandy Blalock,
managing director of
the UARA, as well as
managing director of
the New Mexico
Certified Automotive
Recyclers
Association, garnered
support from the
ARA, LKQ, and the
local recycling
community in the
push to pass Utah’s
SB 260.
Recycled Bumpers
recyclers can definitely support
us,” he said. “It’s as simple as
making a phone call, or writing a
letter, and just keeping in the loop.
I think support like that is just as
important as any financial
support.”
Blalock agreed, saying that more
widely shared understanding of
and support for the issue should be
the top priority.
“Most important for auto
recyclers is that you all have to be
on the same page,” Blalock said. “I
was really happy that we were
successful on this first go-around in
Utah. It sends a big message out to
other recyclers around the country
that everything is possible if you
just get together and work.” n
Federated Auto Parts adds new
features to redesigned website
Staunton, Va.—Federated Auto Parts has
redesigned its website
(www.FederatedAutoParts.com) to offer
more information for its members and their
service technician customers. The updated
site offers new training and tech tips, plus
enhanced information about Federated
marketing and support programs for
professional service technicians.
“We have redesigned our website to make
it more user friendly and provide more
pertinent information that our members and
professional technician customers can use on
a daily basis,” said John Marcum, marketing
services manager for Federated Auto Parts.
“We have made the site more interactive and
a hub of information to help our service
provider customers run their businesses and
perform their jobs more efficiently and
productively.”
The new and improved “Tech Tips and
Media” pages features links to the “Two
Guys Garage” videos, featuring products
from Federated’s manufacturing partners.
Also available for viewing are Federated’s
latest television commercials starring
longtime Federated spokesperson Kenny
Schrader.
The updated “Education and Training”
page offers links to videos and training
information from some of Federated’s
leading partners such as Standard, Delphi,
ACDelco, KYB, and NGK. The redesigned
site also provides easier access for
consumers and service technicians to
information about Federated’s Car Care,
Nationwide Warranty and Roadside
Assistance programs.
“The Federated Auto Parts website is a
useful resource for visitors including
members and professional service
technicians who rely on Federated for top
quality brand name parts,” said Marcum.
“Our plan is to add even more information
and videos in the future, and provide
timely information about the great
promotions we are running for our Car
Care customers.” n
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Page 22 May 2012 Parts & People www.partsandpeople.com

Collision Repair
Auto Collision Experts implements advanced lean strategies in Ft. Collins
Co-owners Steve Price (l.) and Keith Hess have
substantially increased sales using lean practices at
Auto Collision Experts.
by Laura Angell
Ft. Collins, Colo.—PPG Regional
Business Development Manager Richard
Turner said Auto Collision Experts’
(ACE) lean procedures and processes are
outstanding.
When Owners Steve Price and Keith
Hess purchased the business in 2005, the
20,000-square-foot shop was not
producing anywhere
near capacity, Price
said. In less than a
year, sales tripled, he
said. The shop, which
is part of
VanworksAutoplex,
averages six times
more in business than
from seven years ago
because of teamwork and lean practices,
Price said.
They are incredibly fortunate to be
working with the best people in the
industry, Hess said. “Using state-of-theart
equipment coupled with our amazing
team, we are able to produce quality
workmanship with turnaround times that
are leading the industry,” Hess said.
Price said he was a custom painter at
VanworksAutoplex when the shop’s
business was mainly van conversions.
When the market for van conversions
dropped, he said, he worked in the office
of a local collision shop and learned
estimating and management. When Hess
called him to see about partnering with
the purchase of the collision shop at
Vanworks, he welcomed the opportunity,
Price said.
To build the business, Price said he
immediately obtained a DRP relationship
with a large insurer, and focused on
building additional insurer relationships.
He also set about finding the best
technicians, because he said his
teammates are the key to success. “There
“One of the most
successful practices
the shop has
implemented is team
concept with the techs.”
is no secret sauce here, just
good people,” Price said.
The shop’s goal and message
is “customer for life,” he said,
and it lets its customers know
they are valued. Customers
receive several follow-ups,
even as much as 18 months
after repairs are completed,
Price said.
The shop is equipped with
two Eagle paint booths and a
Garmat paint booth; two
Kansas Jack frame racks; two
Shark measuring systems; two
Pro-Spot welders; and a
recently purchased Matrix Wand, the new
hand-held portable 3D measuring system
which will allow measurements while
blueprinting. “It is an amazing new tool.
It is like a tram gauge on steroids,” Price
said. The shop is progressive in the paint
area as well, using the PPG Envirobase
waterborne system, he said.
Price’s goals extend past equipment to
his participation as a
founding member of
the Repair Plan
Network (RPN). “I
have adopted many
lean business practices
and standards of
procedures (SOP’s)
learned from my
involvement in the
organization. Hecker Heckendorf, RPN
president, and Brad Fukui, business
development manager, have been
instrumental in my continuing education
as a business owner. We also have RPN
meetings with shops all over the nation
and Canada, and have learned a great deal
about running a tight ship,” Price said.
One of the most successful practices
the shop has implemented is team
concept with the techs. Price said he took
one of his lead techs to visit a shop in
New York before introducing team
concepts and after seeing the success they
were having, he came back a strong
advocate. He said he also took a very
Continued on page 24
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Parts & People May 2012 Page 23

Auto Collision Experts implements advanced lean strategies in Ft. Collins
Continued from page 23
skeptical tech to visit a shop in Arizona
that was already practicing team concepts
successfully. After the tech spoke with
the techs there, he also became a strong
supporter of the change, Price said.
Toby Aman, one of the four lead
technicians in the shop, said that the team
Painter Bryan Norris sprays PPG Envirobase at Auto
Collision Experts.
concept has been more successful than he
imagined. “We all know each other’s
strengths and who should be working on
a specific area of the car. If a car is in a
rush you may see three of us working on
it. If the paint shop is behind, you may
see body techs helping prep,” he said.
“Each of us benefits from not having to
wait on someone else. My own plastic
filler work is much
better now that I have
been the one to prep it
for paint, and that is just
one example of the
benefits.”
Cycle time has also
improved, said Bryan
Norris, a lead painter.
“We work well together,
everyone here cares, and
if a painter needs to go
do a tear-down, he does,
just as body techs will
help us. We try to be as
cross-trained as we can,”
he said.
Several processes in the
handling of parts also help
cycle time, Price said. SOPs
are hung everywhere in the
shop so that all techs
disassemble and reassemble
the same way, and parts carts
are all identically labeled and
organized and never leave the
area of the shop designated
for tear-down (blueprinting)
and reassembly, he said. A
parts person handles all
incoming parts and matches
them to the one on the cart.
“Techs don’t spend time on the handling
of parts, unless that area gets behind, and
then someone will pitch in to help,” he
said.
The shop runs two shifts from 8 a.m.
and to 9 p.m., Price said. Another factor
affecting cycle time is having the location
in the Autoplex. “There are mechanical,
upholstery, and accessories on-site, which
is a tremendous time saver,” he said.
Preston Hess, son of Keith Hess,
Preston Hess (l.), office manager, and Toby Aman,
body technician, are now team concept advocates at
Auto Collision Experts.
oversees the office end of the business.
He advanced from detailer to parts
handler, and now handles their largest
insurer as well as supervising others in
the office, Preston Hess said.
“Implementing the team concept was
rough at first, but it has greatly improved
sales and cycle time,” Preston Hess said.
ACE is hoping to open a south location
to better serve their customers in the near
future, Price said. n
Collision Repair Training Notes
I-CAR Training Schedule
For more information on registration
and class times, call 800-422-7872 or
visit www.i-car.com.
Phil Long Collision Repair Center-
Colorado Springs, Colo.
• May 5-Electrical Circuits and DVOM
Usage
• May 8-Steel Unibody Front and Rear
Rails, Floors, and Front Structure
• May 14-Electric and Electric Hybrid
Vehicles
• May 15-Hybrid Electric and
Alternative Fuel Vehicles
• May 22-Automotive Foams
• May 30-Overview of Cycle Time
Improvements for the Collision Repair
• June 5-Advanced Material Damage
Analysis
• June 19-Aluminum Panels and
Structures Damage Analysis
Gerber Collision & Glass-
Englewood, Colo.
• May 8-Steel Unitized Structures
Technologies and Repair
Warren Technical Center-
Lakewood, Colo.
• May 8-Bolted-On Part Replacement
• May 10-Corrosion Protection
• May 15-Rack and Pinion and
Parallelogram Steering Systems
• May 16-Electronically Controlled
Steering and Suspension Systems
• May 17-Hail, Theft, Vandalism Damage
Analysis
• May 22-Collision Repair for Toyota,
Lexus, and Scion Vehicles
• May 23-Collision Repair for Honda
and Acura Vehicles
• May 29-Collision Repair for Ford
and Lincoln Vehicles
• May 31-Collision Repair for Honda
and Acura Vehicles
• June 2-Collision Repair for Toyota,
Lexus, and Scion Vehicles
Lincoln College of Technology-
Denver
• May 9-Hail, Theft, Vandalism Damage
Analysis
• May 10-Exterior Panels Damage
Analysis
• May 16-Restraint Systems Damage
Analysis
• May 17-Steel Structures Damage
Analysis
• May 23-Plastic and Composite Repair
• May 24-Hazardous Materials, Personal
Safety, and Refinish Safety
• May 30-Steel Unitized Structures
Technologies and Repair
• May 31-Refinishing Equipment and VOC
Regulations
• June 7-Surface Preparation and
Masking
• June 13-Detailing
• June 14-Advanced Material Damage
Analysis
• June 20-Trim and Hardware
• June 27-Structural Straightening Steel
• June 28-Adhesive Bonding
Continued on page 25
Page 24 May 2012 Parts & People www.partsandpeople.com

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Convert with Confidence
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Parts & People May 2012 Page C-1

Automakers increasingly turn to I-CAR for training, certification programs
by John Yoswick
As automakers open up their collision
shop certification programs to
independent shops and dealers, they are
increasingly making I-CAR training part
of the program requirements.
In late March, for example, Chrysler
launched its Chrysler Recognized
Certified Collision Repair Facility
program. Certification requires meeting
more than 40 standards including using
squeeze-type resistance spot welding
equipment and maintaining I-CAR Gold
Class status. For more information about
the Chrysler shop certification program,
visit www.certifymyshop.com/chrysler.
Since 2010, Chrysler has incorporated
14 I-CAR classes into its training
requirements for all Chrysler, Dodge, and
Jeep collision repair and refinishing
technicians. A list of those courses is
available under the OEM Training section
of the I-CAR website (www.i-car.com),
which also describes I-CAR’s training
relationships with more than a dozen other
automakers.
Also in March, Infiniti announced that
it was launching the Infiniti Certified
Collision Repair Network in conjunction
with DuPont and I-CAR. The
requirements, including I-CAR Gold
Class Professionals status, closely match
those of the Nissan shop certification
program launched last fall. Gold Class
shops receive a $1,000 discount on the
$5,950 initial enrollment fee for the
Infiniti shop certification program.
For more information on the Infiniti or
Nissan shop certification programs, visit
www.performancegateway.com/Nissan or
www.performancegateway.com/Infiniti.
Information on how to become an
DanAm Air is
Advanced Air Piping System
for compressed air.
I-CAR Gold Class Professionals business
is available on the I-CAR website.
Though the Volkswagen collision repair
shop certification program doesn’t require
Gold Class status, it does require body
technicians to have completed 11 specific
I-CAR courses and either the steel MIG
welding or structural steel parts welding
qualification test.
I-CAR’s ability to offer
shorter, more targeted
training through its online
offerings has made it
an ideal way to convey
automaker- or vehiclespecific
training on a
24/7 basis.
Audi requires two technicians from
shops participating in the Audi Collision
Repair Network to complete a dozen
specific I-CAR courses and either the
steel MIG welding or structural steel parts
welding qualification test, as well.
Audi also offers its two-week Audi A8
training at I-CAR’s Tech Centre in
Appleton, Wis. Previously, technicians
had to travel to Germany for hands-on A8
welding and structural training. For more
information about this training, e-mail
Audi’s Mark Allen at
mark.allen@audi.com.
As part of the Volvo Body and Paint
Certification Program, Volvo requires all
technicians at participating shops to
complete four specific I-CAR courses. A
percentage (or minimum number) of
technicians at a shop must then complete
DanAm Air‘s benefits;
• Energy efficient
• Lower installation costs
• Push-to-connect technology
• Immediate pressurization
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additional specified classes, spelled out
on the Volvo section of the OEM Training
tab on the I-CAR website.
The Porsche Approved Collision
Center Program requires shops to have at
least one I-CAR Platinum Individual
Estimator and Refinish Technician, and
two I-CAR Platinum Individual Steel
Structural Technicians. The requirements
for obtaining Platinum Individual status
are listed on the Training Recognition
section of the I-CAR website.
General Motors (GM) was one of the
first automakers to form a training
relationship with I-CAR in 2004. GM
requires its collision technicians to
complete seven specific I-CAR courses,
and structural technicians to complete the
steel welding qualification test.
I-CAR also worked with GM to
develop specific training for the 2006
Chevrolet Corvette Z06, available
exclusively through I-CAR. I-CAR’s
aluminum welding qualification test is
also required for Z06 certification by GM.
Though Ford Motor Co.’s shop
certification program is open only to Ford
dealers, the automaker has made specific
I-CAR training and welding qualification
testing an option for its collision repair
and refinishing technicians interested in
meeting program’s training requirements.
Toyota and Lexus also list 14 I-CAR
courses and the steel MIG welding
qualification test as part of their
technician certification program.
I-CAR’s ability to offer shorter, more
targeted training through its online
offerings has made it an ideal way to
convey automaker- or vehicle-specific
training on a 24/7 basis. The growing list
of I-CAR online classes includes Mazda
626 Roof Panel Replacement, Ford
Mustang Lower Rail Replacement, and
Dodge Durango Rear Frame Tip
Replacement. For the complete list of
online courses, visit the I-CAR website. n
1-800 Radiator & A/C joins
Sherwin-Williams A-Plus Network
Warrensville Heights, Ohio—Sherwin-
Williams Automotive Finishes A-Plus
Network announces a new affiliation with
1-800 Radiator & A/C, headquartered in
Benicia, Calif. As a member of the
network, A-Plus members will now be
eligible to receive A-Plus Reward points
when they purchase direct from 1-800
Radiator & A/C.
For more than 25 years, 1-800-Radiator
& A/C has been supplying collision repair
shops with a variety of Tier 1 OE and OE
quality parts including radiators,
www.DanAmAir.com
1-800-533-8016
condensers, cooling fans, complete A/C
kits, and automotive lighting in select
markets. 1-800 Radiator & A/C is a
committed partner to the collision repair
industry and a dedicated corporate sponsor
of the SCRS, NABC, and many other state
and local industry associations.
“We are pleased to team with 1-800-
Radiator & A/C in continuing to provide
our A-Plus Network members more valueadded
products and services to their
respective collision repair facilities,” said
Troy Neuerburg, manager of Marketing
Business Services at Sherwin-Williams
Automotive Finishes. “Like the many
partnerships we’ve established with other
collision repair industry suppliers, we are
always looking for ways to add beneficial
services to the A-Plus membership.”
The A-Plus Network is made up of an
exclusive group of collision repair
specialists who reflect the industry’s
highest standards. Members have benefited
from the program’s many businessbuilding
opportunities including: business
management training through A-Plus
University workshops; building insurance
relationships through continuing education
training to insurance agents; loyalty
rewards points; marketing programs, and
Vision Group participation.
For more information about the
Sherwin-Williams Automotive Finishes A-
Plus Network, visit
www.a-plusnetwork.com. n
Page C-2 May 2012 Parts & People www.partsandpeople.com

Parts & People May 2012 Page C-3

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Page C-4 May 2012 Parts & People www.partsandpeople.com

SCRS introduces GreenSweep energy and pollution performance program
Prosser, Wash.—Effectively practicing
pollution prevention and energy reduction
has become increasingly important for
collision repairers. To make it easier for
body shops to manage and improve their
environmental performance, the Society
of Collision Repair Specialists (SCRS)
has teamed with GRC-Pirk Management
Co., an EPA-recognized, registered
professional engineering firm, to provide
GreenSweep, an energy and pollution
performance program tailored to the
needs of the SCRS membership.
GreenSweep is designed specifically
for the collision repair industry, an
important and rare distinction for
environmental training and consultation.
“The collision repair industry faces
unique challenges in reducing its carbon
Continued from page 24
Addison Auto Repair & Body Shop-
Denver
• May 9-Collision Repair for Ford
and Lincoln Vehicles
• May 23-Exterior Panels Damage
Analysis
• May 30-Adhesive Bonding
Car Crafters-Albuquerque, N.M.
• May 15-Adhesive Bonding
• May 17-Movable Glass
• May 22-Stationary Glass
• May 24-Collision Repair for Ford
and Lincoln Vehicles
• May 29-Recycled Parts for Collision
Repair
• June 5-Electric and Electric Hybrid
Vehicles
• June 7-Hybrid Electric and
Alternative Fuel Vehicles
footprint,” GRC-Pirk President Steven
Schillinger said. “Not only do they have
to manage energy output, they have to
deal with chemical emissions from their
refinishing departments. The SCRSsponsored
program handles both
requirements,
making it of
special interest to
body shops.”
GreenSweep
offers repairers a
complementary set
of environmental
products and
services. It assists shops in measuring,
tracking, and recording the environmental
performance of their facility, including
the measurement of baseline and ongoing
• June 12-Inspecting Repairs for
Quality Control
PPG Training Schedule
For more information, contact your
local PPG or Nexa Autocolor distributor
or territory manager or visit
www.ppgrefinish.com.
Location TBD-Denver
• May 5-6-Solution-Based Commercial
Selling Process
• May 16-MVP Advanced Collision
Estimating Skills
Location TBD-Casper, Wyo.
• June 28-29-MVP Production and Cycle
Time Management n
“The collision repair
industry faces unique
challenges in reducing its
carbon footprint.”
business emissions. It also helps the shop
develop and implement a plan for
remaining compliant with the EPA and
U.S. Department of Energy’s Energy Star
energy management guidelines. “The
goal is not to establish a one-shot
sustainability,”
Schillinger said, “but
to display consistent
performance
improvement over
time.”
In addition,
GreenSweep offers
enrollment in the
SCRS-recognized Green Sustainability
School, a free, ongoing monthly training
service for collision repair managers and
employees with curriculum designed to
keep body shop professionals up to date
on green practices and technology.
Once a shop is certified (a service
managed and provided by EPArecognized
third-party GRC-Pirk), it is
then listed on www.findgreengarage.com,
756 S. Jason St. #8
Denver, CO
80223
a validation that the business is officially
recognized as “green” by federal, state,
and local authorities. This authentication,
and the documentation related to it, serve
as effective market differentiators.
Consumers are coming to understand the
advantages of doing business with green
companies and are actively seeking them
out using the Internet and other
information channels.
The opportunity to create an effective,
localized marketing campaign around
environmental practices — the SCRSrecognized
GreenSweep program also
includes marketing collateral — is only
one of the advantages for repairers
enrolling in the program, which more
than pays back its service fee. Improved
energy efficiencies reduce utility expense
and operating costs. Green operators
benefit from tax credits and deductions as
well as city rebates and subsidies. Some
shop-liability insurance providers even
offer discounts to environmentally
responsible policyholders. n
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Parts & People May 2012 Page 25

NSF International certifies first steel fender under its new program
Ann Arbor, Mich.—NSF International has
certified its first steel fender under the NSF
Automotive Collision Replacement Parts
Certification Program. The NSF program
certifies that auto collision parts, such as
Tong Yang Industry Co.’s steel fenders,
meet rigid quality, safety, and performance
standards through rigorous facility audits
and parts testing.
Serving collision repair shops &
fleet repair shops since 2001.
NSF International engineers
independently evaluate collision
replacement parts against OE service parts
to ensure the highest level of performance in
terms of form, fit, and function. In addition
to steel fenders, the NSF Automotive
Collision Replacement Parts Certification
Program also tests and certifies other sheet
metal components, steel bumpers, step
bumpers, brackets, reinforcement bars
(rebars), plastic components, lighting, and
absorbers.
Certification requirements
To earn certification, Tong Yang Industry
Co.’s steel fenders were independently
reviewed and tested against OE service
parts. NSF International audited Tong
Yang’s OE-ready manufacturing facilities
and quality systems to ensure that they
meet or exceed each of NSF’s stringent
requirements.
“Tong Yang has already earned NSF
certification for its front and rear rebars,
front and rear bumper absorbers, front
bumper and brackets. Tong Yang’s new
fender certification is another example of
their commitment to supplying the highest
quality collision replacement parts to the
aftermarket,” said Bob Frayer, director of
NSF International’s Automotive Collision
Certification Programs and Engineering
Laboratories.
Benefits of NSF certification
Tong Yang’s NSF-certified steel fenders,
rebars, bumper absorbers, and brackets are
authorized to display the NSF Mark,
which indicates they’ve met NSF
International’s certification requirements.
The parts also are listed on NSF’s
certification listings webpage.
To maintain certification, Tong Yang
Industry Co. will undergo quarterly facility
audits and random, in-market parts testing,
validating quality and integrity.
Assured Performance Network adds Nissan,
Chrysler to rebate program
Automotive Collision Parts
Distributor Certification
NSF also offers Automotive Collision
Parts Distributor Certification, which
requires distributors to have quality
management systems in place that address
traceability, service, and quality issues
including:
• An effective records system and
inventory tracking system to track orders
and parts through the supply chain.
• An ISO 9001-certified quality
management system.
• A defective-parts procedure including a
customer parts complaint process.
• The ability to administer a
manufacturer’s recall and, when necessary,
a formal corrective action to complaints,
and an immediate recall plan.
Manufacturers or distributors of
automotive collision parts seeking
information on NSF International’s
Automotive Collision Certification
Programs can visit www.nsf.org. n
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Irvine, Calif.—Assured Performance
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Now, members can earn 100 percent Write
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General Motors, Nissan, and Chrysler.
The 100 percent Write Rebate Rewards
Program provides a rebate to body shops
when they repair a vehicle using 100
percent OEM collision repair parts as
defined by the program. The program is
designed to provide an incentive for the
shop to provide the highest level of fit,
finish, durability, safety, and sustained
vehicle value for the vehicle owner by
using new OEM parts.
The program also includes an exclusive
“Certificate of Authenticity” for
consumers verifying that 100 percent
OEM parts were used to repair their
vehicle. As an option, if the vehicle
damage is already reported to Carfax,
participating shops can report the repair
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value of the vehicle.
General Motors and Assured
Performance Co-Op Network launched the
100 percent Write program in 2009. Since
then, thousands of repair facilities have
participated in the co-op program, earning
millions of dollars in rebates. The entire
program is administered through Assured
Performance Co-Op, allowing shops to
gain a direct reward without changing
dealers, altering their normal parts
procurement process, or changing their
local discounts.
Scott Biggs, of Assured Performance
Network, said, “All elements of the 100
percent Write program intend to provide
an incentive, and reward shops for using
collision repair parts that ensure the fit,
finish, safety, while maintaining the
vehicle’s value.” n
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Page 26 May 2012 Parts & People www.partsandpeople.com

Industry professionals offer advice for shops before they sign DRP contracts
Andrew Rodenhouse, an attorney whose
family operates a collision repair business,
says he encourages shops to have all DRP
agreements reviewed by a local attorney.
by John Yoswick
Farmers Insurance raised some
eyebrows last spring – and blood pressure
— in the industry when it rolled out a
revised agreement for shops participating
in its direct repair program (DRP).
In order to participate in the “Circle of
Dependability” program, shops must sign
a contract that says they will, among
other things, perform criminal
background checks of employees and not
employ anyone who has been convicted
of a felony; purchase and use CSI
services and an electronic estimate
auditing tool approved by Farmers; and
charge Farmers based on the most
favorable rates offered to any other
insurer.
“You just need to understand
that based on your business
model, some may work great
for you and others may
not fit in well.”
Farmers’ requirement that the shop
must at any time allow the insurer to
inspect and audit the company’s books
and records, including balance sheets and
income and cash flow statements, is
“especially galling,” one multi-shop
operator (MSO) said.
In a press release last June, the Society
of Collision Repair Specialists (SCRS)
noted that one element of the Farmers
agreement related to “disputed amounts”
appears to give the insurer the right to
dispute shop charges up to 30 days after
being invoiced. If the insurer disputes a
charge, that section of the agreement also
prohibits the shop from terminating the
agreement for breach of contract unless
the disputed amount exceeds $25,000.
So what should shops be looking for
and thinking about when presented with a
new or revised DRP
agreement? And what are their
options if they don’t like some
of the terms being offered?
The need to read
Stacy Bartnik, director of
field services for the Carstar
franchise network, said she is
concerned that many shop
owners sign the agreements
without fully reading them –
and having their managers and
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estimating staff read them as well.
“They need to be equally informed,”
she said.
Bartnik recommends that shops pay
particular attention to training or vendor
requirements in the contracts that could
result in mandated expenses or use of
particular suppliers for some products or
services.
George Avery, a claims consultant with
State Farm, acknowledged that DRP
agreements can be confusing. That’s why
he encourages shops to discuss any
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questions they have about the agreement
with local claims personnel, and if their
questions aren’t answered to their
satisfaction, he encourages shops to bring
those questions to the regional level or
higher within the company.
“You’re not going over anyone’s head,”
Avery said. “Go up the ladder to get the
answers. I really encourage that.”
He also said an insurer might be able to
provide more detail about its policies and
procedures that aren’t fully spelled out in
Continued on page 28
Land Rover
Flatirons
855-861-3315
parts@landroverflatirons.com
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Parts & People May 2012 Page 27

Industry professionals offer advice for shops before they sign DRP contracts
Continued from page 27
the agreement. As an
example, Avery said, the
contracts usually have terms
related to repair quality, but
they may not spell out what
happens if a quality issue
arises. That’s something
shops may want to ask
about. State Farm, for one,
Avery said, has a written
policy related to quality
issues, though it’s not
spelled out as part of the
DRP agreement.
Andrew Rodenhouse, an
attorney whose family
operates a collision repair
business in Grand Rapids, Mich., said he
encourages shops to have all DRP
agreements reviewed by a local attorney.
He cautioned that if anything an
insurance company representative tells
you contradicts something in the
agreement, the written terms will be what
gets upheld in any dispute.
Bartnik and Avery agree that insurers
have made repairer-suggested changes to
their DRP agreements – not for individual
shops but for all on the program. Bartnik
said Carstar has been able to work with
insurers on some contract terms before
offering that DRP to its franchises, and
Avery said changes to State Farm’s
agreement have resulted both from the
insurer’s repairer advisory council and
from feedback he’s received at industry
gatherings.
“You know when an insurer’s
agreement gets changed the quickest?”
Stacy Bartnik, director of field services for the Carstar
franchise network, says many shop owners sign DRP
agreements without fully reading them.
Rodenhouse said. “When you don’t sign
them. If the contract is so horrible and no
one will sign it, they still have to get their
customers serviced, so they then have a
real problem. So yeah, they do change
them.”
Understanding the changes
Avery, Bartnik, and Rodenhouse agreed
that it can be frustrating to be asked to
sign a revised agreement without being
told what has changed. Avery compared
that to when Apple’s iTunes users are
periodically asked to re-agree to its terms
of use.
“I feel like they’re saying, ‘There’s a
change in there somewhere. You find it,’”
Avery said.
In such cases, Rodenhouse said, the
terms regarding pricing are often a good
first place to look for changes. But he
cautioned that the change could be
seemingly more mundane, such as
the jurisdiction in which any
conflicts arising under the contract
will be handled. But, he said, such a
change can be potentially huge if it
means a shop elsewhere in the
country would be required to go to
court in California (and find a
California attorney) if a dispute
arises.
“That’s why it’s important to get
someone who understands the
‘legalese,’ the boilerplate section, to
explain to you what it means,”
Rodenhouse said. “The State Farm
indemnification clause, for example,
is completely different from any other
indemnification clauses I’ve seen out
there. So these contracts are all
individual and unique.”
Rodenhouse was asked what a shop can
do if an insurer changes
the key performance
indicators (KPIs) it is
looking for after the shop
is already on that
insurer’s DRP. If the
changes aren’t
acceptable, he said, the
shop’s only option may
be to drop the program.
“If you don’t like what
they are asking you to
do, don’t do it,” he said.
“It’s that simple.”
Rodenhouse disagrees
with those who complain
about insurers’ requiring
shops to conduct
employee background
checks and to make some
shop financial data available for review
by the insurer. He said in many
professions, that is a common contract
provision to protect those you are doing
business with.
“I don’t think that’s unreasonable at
all,” he said. “It may be going a little too
far if they want you to provide bank
account statements. But maybe a credit
report is sufficient.”
The bottom line on DRP contracts,
Bartnik said, is that shops need to look at
each one they are considering rather than
seeing them all as good or bad for their
business.
“You just need to understand that based
on your business model, some may work
great for you and others may not fit in
well,” she said. “That’s why it’s really
important to read them. You really have
to look at them individually.” n
George Avery of State Farm encourages shops to move up
the chain of command at an insurer if local claims
personnel can’t answer questions about a DRP agreement.
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Page 28 May 2012 Parts & People www.partsandpeople.com

Call any of these dealerships for genuine Subaru parts.
COLORADO
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Flatirons Subaru
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720-895-0814
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Heuberger Motors
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Dellenbach Subaru
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970-622-1019
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Valley Subaru
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303-447-9531
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Subaru of Pueblo
719-545-4145
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Thornton, CO
Mike Shaw Subaru
303-438-7525
800-640-5219
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NEW MEXICO
Albuquerque, NM
Galles and Davis Subaru
800-432-6944
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Garcia Subaru
505-260-5164
Santa Fe, NM
Premier Subaru
877-665-9773 (NM only)
UTAH
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Nate Wade Subaru
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Mark Miller Subaru
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WYOMING
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Subaru of Cheyenne
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White’s Mountain Subaru
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Parts & People May 2012 Page 29

Colorado’s CVJ remains a pillar of remanufacturing in the USA
Continued from page 1
pumps. Mercedes-Benz and
performance have been two strong
niches, and other niches will likely
be the areas of future growth, he
said.
“A lot of what we have learned in
racing and off-road has carried over
into our well-remanufactured axles
and racks, making them much better
than new Chinese and other rebuilt
parts,” Skirrow said. “For the
performance market we offer
‘blueprinted’ axles and racks that
work better, last longer and with less
friction, or we can fully ‘race prep’ them
or design and manufacture them from
scratch.”
“Many weekend warriors are simply in
need of a better-performing and reliable
axle with less friction offered by
‘blueprinting,’” Skirrow said. “Racing
and performance will become a larger
part of our business,” he said, pointing
out that they’ve supplied performance
axles for more than 1,000 cars to Sports
Car Club of America (SCCA) teams over
the last two decades.
“As a result of our strength in the
The crew from CVJ Axles stands in front of the company’s core
wall, where thousands of CV axles are waiting to be rebuilt.
performance segment, we have sharpened
our engineering skills, quality, and
reliability in all areas,” he said.
Skirrow said he is grateful for his 11
employees in production, shipping, and
sales, many of whom have been working
for him more than 15 years and a couple
more than 20. “We all try to make it a
good and fun place to work,” he said,
adding that keeping the business a
manageable size helped them survive the
difficult business climate of the previous
decade.
As the repair market shifted to new
Chinese-made axles,
American
Remanufacturers Inc.
(ARI) and Crown
Remanufacturing were
too large and overleveraged
to adapt to the
market changes, he said.
“When they went
down, they took some of
our suppliers, forcing us
to purchase better,”
Skirrow said, adding
that they still source
most of their parts in the
U.S. “Many of our
suppliers are large international
companies, such as Freudenberg NOK for
rack seals. By using the best parts, and
strict procedures, the final product
performs as good as, and in many cases,
longer than OEM,” he said.
When service writers compare different
options for axles, they typically look at
new OEM, reman, new Chinese-made
ones, or cheap rebuilt axles with new
rubber boots.
“Our value proposition has to be more
than just being a local supplier,” Skirrow
said. Even though CVJ’s reman axles are
higher in price than new aftermarket, they
are only one-fourth of the price of new
OEM and last just as long as OEM. On
average, an OEM axle lasts up to 60,000
miles before it needs to be replaced, he
said, leaving a high probability for
replacement. If a customer chooses a
new aftermarket axle, although it’s an
inexpensive option, it may only last six to
12 months before needing to be replaced
again. Most of CVJ’s axles carry a
limited, lifetime warranty.
A new challenge is that many of the
axle cores that CVJ receives in exchange
are now Chinese aftermarket, he said, and
are not suitable for rebuilding. This has
forced CVJ to source OEM cores from
around the country and along the Front
Range through individual suppliers, he
said.
For sales, competition remains tough,
Skirrow said, but is different for each
segment they serve. “Many repair shops
that specialize in a specific brand of car
can readily see the differences and CVJ's
better value,” he said, and so offer CVJ
reman or new OEM.
In addition to remanufactured products,
the company also carries new FAG wheel
bearings and hub assemblies. n
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Page 30 May 2012 Parts & People www.partsandpeople.com

Shops that ‘Strive to Thrive’ embrace
change, Jasper president says
by Matthew Sevart
Overland Park, Kan.—Facing
increasingly stiff competition from car and
truck dealerships, independent shop
owners must embrace change and get
creative, Jasper Engines & Transmissions
President Doug Bawel told attendees at the
closing ceremony of the Automotive
Service Association of Missouri/Kansas
(ASA-MO/KAN) Vision Hi-Tech Training
& Expo on March 11.
“It is very important that we all
understand who the
competitor is,” Bawel
said in his keynote
speech, “Strive to
Thrive.” The
competitor is “not the
neighbor sitting next
to you. The competitor
is the dealer. You’ve
got to figure out a way
to get their cars into
your shop.”
With new domestic
car and truck sales
down over the last few
years, Bawel said
dealerships are
pursuing a more
prominent role in the
automotive service
industry. In short,
“they are after your business,” he said.
“Independent repair owners need to take
a similarly active approach,” he said.
“Unless you act, nothing will really
change. The definition of insanity is to
continue doing what you are doing and
expect different results.”
Bawel offered various ideas for shop
owners, such as keeping a clean facility,
maintaining a professional appearance, and
leading by example.
“Like it or not, first impressions are
lasting impressions, and we need to look
professional,” said Bawel, adding that
dealerships are typically very clean, most
have drive-in lanes or canopies so
customers are not exposed to the rain or
snow, and many provide shuttle services or
loaner vehicles to customers.
“I urge you to take a good look at your
shop,” he said. “What changes can you
make to compete stronger with the
dealership? What about getting your
people in uniforms, and giving incentives
for training and quality of work?
“Then take a good look at yourself,” he
said. “What changes do you need to make,
and how about your attitude? Are you a
positive influence? If not, change. Our
attitude is something we do have control
over.”
Doug Bawel, president of Jasper
Engines & Transmissions, presents a
keynote address, “Strive to Thrive.”
In a survey of dealership customers,
Bawel said he discovered that the secondbiggest
reason they choose dealerships is
because the people are pleasant.
“Folks, it doesn’t cost anything to be
pleasant,” he said. “If you go around
whining and complaining all the time, you
will probably get what you think.”
Shop owners, he said, need to have a
positive attitude and set a good example
for employees, which will in turn create a
more pleasant environment.
“People watch more
what we do than what
we say — sorry, but
it’s true,” he said. “If
you expect your
technicians to be clean
and organized, you’d
better first take a look
at your office. Is it
neat, clean, and
organized? If not, get it
that way.”
Maintaining regular
contact with customers
is imperative as well,
said Bawel, adding that
this can be done
through a variety of
avenues, ranging from
newsletters and direct
mailers to key chains
and refrigerator magnets.
“Remember, people like to be asked
and reminded about upcoming service,”
he said. “And promotional items don’t
need to be elaborate, just attentiongetters,
things to get customers to think
about you.” Bawel cited one shop owner
who has had great success sending out
handwritten thank-you letters to his
customers.
“People like to be thanked,” he said.
“At one of our customers’ shops, if the
job is over $1,000, he sends a thank-you
note to the customer with a $20 gift card,
and if it’s an engine job, he gives a free
oil change, which brings the customer
back in so he can check everything over.”
Bawel said shop owners must be
willing to accept the need to make
changes.
“The biggest reason that things are so
tough today is that people don’t like
change,” he said. “If you don’t have the
ability in your shop to make a proper
diagnosis because you have not been
willing to change and grow, then I pity
you, because business is out there.
“If you’re not willing to change, you’re
going to get left behind. Shops that are
thriving don’t just accept change, they
embrace it,” he said. n
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303-415-1528 • 800-274-0985 x226
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Parts & People May 2012 Page 31

Car Care events reveal
increased need for maintenance
Bethesda, Md.—Results of vehicle
inspections held at community car care
events across the country during Car Care
Months in April and October 2011 revealed
that 84 percent of vehicles need service or
parts, the highest percentage in five years,
according to the Car Care Council (CCC).
The unsatisfactory condition of vehicles
reflects the current economic climate and
reinforces the continued need for consumer
education about the benefits of regular
vehicle care, maintenance, and repair.
“During an uncertain economy, some
motorists think they will save money by
putting off needed vehicle maintenance,”
said Rich White, executive director, CCC.
An analysis of vehicle inspection forms,
submitted by volunteers who conducted a
record number of car care events in 2011,
found the top problem areas to be engine oil
and fluids, air filters, battery cables, lights,
belts and hoses. Nearly one out of 10
vehicles had the check-engine light on, and
new air filters were needed in 19 percent of
the vehicles. At least one belt was reported as
unsatisfactory in 20 percent of the vehicles
inspected, and 15 percent required at least
one new hose. Battery cables, clamps, and
terminals needed maintenance in 17 percent
of the vehicles inspected, while 10 percent of
the batteries were not properly held down.
When checking lubricants and fluids, the
three top failure rates were: low or dirty
motor oil at 28 percent; low, leaky, or dirty
coolant at 24 percent; and inadequate
washer fluid levels at 23 percent. Power
steering, transmission, and brake fluids
were also checked and had failure rates of
18 percent and below.
Approximately 14 percent of vehicles had
front windshield wiper failures and 3
percent needed service to rear wipers. Up to
16 percent of vehicles needed lights
replaced, including headlights, brake lights,
and license plate lights. Improperly inflated
tires were found on 8 percent of the cars and
11 percent had worn tread and were in need
of replacement.
For more information, visit
www.carcare.org. n
Innova debuts Pro CarScan
line of diagnostic tools
Irvine, Calif.—Innova Electronics Corp.
announced the debut of its new line of
professional-grade automotive diagnostic
tools, marketed under the Innova Pro
CarScan name.
The series of hand-held devices were
designed by professional technicians and
will efficiently and effectively diagnose
and repair “check engine” problems on
1981 to current vehicles. They will also
troubleshoot anti-lock brake system
(ABS) and supplemental restraint system
(SRS) problems on newer model OBD
II vehicles, said Brendan McShane,
marketing manager for Equus Products,
Inc. “Time is money,” he said. “That’s
especially true when it comes to
diagnosing today’s vehicles quickly,
efficiently, and correctly the first time. In
response to skyrocketing demand,
Innova’s team of Automotive Service
Excellence (ASE)-certified technicians
has been meticulously designing,
developing, and testing this new line of
tools. The techs who have beta-tested the
Innova Pro CarScan products tell us they are
able to repair at least one more vehicle per
day thanks to these tools.”
McShane adds that while the new Innova
Pro tools retain the affordable price point,
design, customer support, and recognizable
packaging that Innova customers have come
to expect over the past decade, the Pro
CarScan line is a radical departure from the
previous offering of Innova hand-held
diagnostic products.
“Rather than adapting earlier models for
pro use, the Innova Pro CarScan line has
been developed with features and functions
that will be appreciated by the guys in the
trenches,” he said.
Each tool features a processing chip that
makes diagnosing vehicles faster; new,
internal and external architecture to stand up
to the rigors of daily shop use; and bigger
screens with easier to read information.
Innova Electronics Corp. has introduced its
new line of professional-grade automotive
diagnostic tools, marketed under the Innova
Pro CarScan name.
They also feature a newly designed button
configuration and user interface. The new
Innova Pro line adds live data graphing; SRS
coverage for Asian and domestic vehicles;
expanded ABS coverage; and Honda OBD
I, SRS, and ABS coverage. The tools also
include coverage for model year 2010 and
newer OBD II-compliant diesel and
medium-duty trucks. Additionally, they
include more memory to hold Innova’s
current and future database of codes in
English, French, and Spanish, as well as
USB 2.0 functionality for faster downloads
of updates and upgrades.
The Innova Pro CarScan line offers five
different tools at various price points, with a
variety of features and functions. n
NTEA’s Green Truck Association
announces technology councils
Farmington Hills, Mich.—The Green
Truck Association (GTA) announced the
formation of three technology councils to
better represent specific segments within the
green truck industry. Technology Councils
operate under the GTA umbrella. GTA is an
affiliate division of the NTEA – the
association for the work truck industry.
GTA Technology Councils and their
purposes are:
• Sustainable Integration Technology
Council – advances the integration of, and
resolves the technical communications for,
upfitters of green technologies within the
work truck industry.
• Lightweight Materials Technology Council
– brings together work truck professionals,
technical experts, and government
representatives as a means to compile
information about the development and
usage of lightweight materials in the
manufacture, specification, and operation
of truck equipment and related accessories
for fuel efficiency; vehicle “right sizing”;
carbon reduction; operational longevity;
recycling; general mass-compounding; and
increased payload.
• Vehicle Electrification Technology
Council (VETC) – explores potential
efficiency and performance benefits of
vehicle electrification, and provides a
mechanism for identifying and promoting
useful electrification technologies within
the work truck market. To help facilitate
increased adoption of work truck
electrification technologies, the VETC
facilitates education, works to remove road
blocks, and resolves identified issues.
To learn more about GTA Technology
Council initiatives as well as opportunities
for involvement, e-mail
gtainfo@ntea.com. n
Page 32 May 2012 Parts & People www.partsandpeople.com

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AAIA Aftermarket eForum
announces keynote speakers
Bethesda, Md.—The Automotive
Aftermarket Industry Association (AAIA)
has announced a line-up of speakers to
keynote the Aftermarket eForum near
Chicago, July 17-18.
Gary Shapiro, CEO and president,
Consumer Electronics Association (CEA),
will kick off the event with his thoughts
about the convergence of technology and the
automotive industry. Shapiro, author of the
New York Times best-seller “The
Comeback: How innovation will restore the
American dream,” will discuss how
consumer electronics and the connected car
will impact the future of the automotive
industry.
In addition, the eForum agenda will
include presentations from respected leaders
in IT, logistics, e-commerce and
government. Those scheduled to appear
include:
• Joseph LaFier, senior vice president and
CIO, Polk, who recently completed a
total transformation of their information
technology infrastructure. LaFier will
explain how they crossed the IT
modernization chasm that confronts every
automotive company.
• Ray Reulbach, vice president, customer
solutions, UPS, where he directs solution
development and delivery activities for
clients in the high-tech and
industrial/automotive manufacturing
sectors, as well as UPS global accounts.
• Michael Chagrin, U.S. Department of
Research Triangle Park, N.C.—In the
latest of its “Special Report” series
addressing aftermarket replacement parts
quality, the Automotive Aftermarket
Suppliers Association (AASA) examines the
many processes and services which
accompany quality products in, “What Else
is in the Box? Beyond Aftermarket
Replacement Parts.”
“There are many resources, including
other AASA “Special Reports,” that address
the basic question of, ‘What’s in the box,’”
said Steve Handschuh, president and COO
of AASA. “In our report, we address the
broader question, ‘What else is in the box?’
– those vital intangibles that go into
producing and standing behind high-quality
replacement parts.”
“When it comes to choosing the right part
for the job, simply looking at a part or even
comparing it to the component being
replaced is not enough,” said Jack Cameron,
AASA vice president and author of the
report. “Parts that appear the same on the
outside do not always perform as well as
Transportation and Intelligent
Transportation Society of America, who
will explain the national programs and
policies that will have a lasting impact on
the automotive industry and the
aftermarket.
“We are extremely proud and excited
about the speakers we have confirmed for
the Aftermarket eForum,” said Scott
Luckett, vice president, technology
standards, AAIA. “The keynote
presentations are designed to appeal to a
wide audience of business and IT decisionmakers.
But, even more important, they are
each qualified to present new ideas from
outside our immediate industry – ideas that
will be explored in greater detail during the
breakout tracks and other segments of the
agenda.”
The Aftermarket eForum is the only
industry event that focuses exclusively on
identifying the e-commerce and IT solutions
and practices that will increase sales, add to
the bottom line and separate winning
aftermarket businesses from the competition.
The 12th eForum will return to the Hyatt
Regency O’Hare in Rosemont, Ill., July 17-
18. The program is designed to appeal to
aftermarket manufacturers, suppliers,
retailers, distributors, service operators, and
related service and solution providers.
Technology service and solution
providers interested in exhibiting at eForum
should direct inquiries to
eForum@aftermarket.org. n
Latest AASA special report addresses
aftermarket replacement parts quality
what was installed when the car was built.”
“What Else is in the Box?” examines the
important processes and services which
accompany quality products, Cameron said.
Divided into three broad categories, they are
incorporated prior to, during, and even after
the quality product is manufactured.
“When it comes to full-service
manufacturers’ products, there is far more in
the box than the part. That is the basis of the
Know Your Parts slogan, ‘It’s What’s Inside
That Counts,’” Cameron said. “Just as the
knowledge, experience, training, and
reputation of the professional technician
who installs a part makes all the difference,
so too, are the parts themselves.”
The AASA Special Report is available
through the AASA website. AASA has
many other resources and publications
detailing the contributions of full-service
aftermarket suppliers, including its “Supplier
Evaluation Standards.” For more
information about the AASA Know Your
Parts campaign, visit
www.KnowYourParts.com. n
Page 34 May 2012 Parts & People www.partsandpeople.com

Grand Junction repair shop focuses on use of OE parts, relationships
by Daniel Buxbaum
Grand Junction, Colo.—In
1992, established European car
Technician Steve Stewart saw an
opportunity. Grand Junction was
booming with an influx of
complex German cars, such as
Audi, Mercedes-Benz, BMW and
Volkswagen. The community,
according to Stewart, seemed
frustrated with a lack of reputable
facilities to service their specialty
automobiles.
Capitalizing on his background
in specialized German vehicle
repair, Stewart said he decided to
open The Foreign Aid, and has
enjoyed more than 20 years of
success.
It all started, he said, in a small, two-bay
garage, at his current location. He quickly
began purchasing equipment and
expanding, building up to his present sixhoist,
10-bay layout.
Stewart partially credits his solid
foundation on his exclusive use of OE
parts. “I am an absolute advocate of OE
parts. They have better quality and
longevity, especially brakes and filters.
Having lots of OE is what makes
Steve Stewart, owner of The Foreign Aid in Grand
Junction, utilizes decades of experience, strong supplier
relationships, and exclusive OE parts use to fix cars right
the first time, every time.
WORLDPAC convenient,” said Stewart,
adding that he also utilizes North Side
Imports for certain specialty items.
Stewart said his expectations for
suppliers are high, striving for mutually
clear communication, given his long
distance from most parts warehouses.
“Getting the right parts the first time is
crucial,” he said. “I’m adamant about
using VINs, engine codes, manufacture
dates, and other specifics — I can’t just
run downtown for a part.”
With regard to his own inventory,
Stewart said he chooses to keep a
variety of OE air, fuel, and oil filters
on hand for most German makes and
models. He also carries a full line of
NGK and Bosch spark plugs, as well
as Pentosin hydraulic fluid. The
availability of Pentosin is important,
Stewart said, as it is becoming widely
used in many European vehicles’
complex
hydraulic steering
and suspension
systems.
Given the
complexity of
newer German
vehicles, Stewart
said that both Steve Larson and Dennis
Dodd, his lead and second technicians,
respectively, are ASE certified, and
regularly attend specialized training
events.
Stewart said he credits Angelo
Campana’s Euro-Diagnostic Technician
Resources seminars as a big benefit for his
staff. “We go to as many schools as are
offered,” he said, adding that he has found
additional value in focusing on the rapidlyexpanding
diesel segment.
“I am an absolute
advocate of OE parts.
They have better quality
and longetivity.”
In the shop, Stewart uses Versatile
Automotive Diagnostics’ VAD-PRO
scanners, as well as Autoland’s iScan passthru
system. Both systems, he said, were
chosen for accuracy and reliability.
Stewart said he plans on upgrading his
iScan to the new touch-screen version
soon, noting that the new iScan has
specific BMW programming codes built
in. Paul Callanan, owner of Coloradobased
Automotive
Diagnostic Solutions, is
Stewart’s preferred
iScan distributor, he
said.
The final key to The
Foreign Aid’s success,
Stewart said, is having
an established rapport within the Grand
Junction community. Stewart himself has
been a member of the Grand Junction
Lions Club for more than 16 years, and he
said he remains a proponent of fundraising
and charity work. He has
frequently collaborated, along with a local
Big O Tire store, in the restoration of
vehicles for local disabled veterans.
Stewart said that community feedback
has helped him to solidify the value of
Continued on page 36
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Parts & People May 2012 Page 35

Bosch technology helps engines
become smaller and more powerful
Farmington Hills, Mich.—With
automakers squarely focused on meeting
the 2025 CAFE regulations and
consumers wanting more miles per gallon
and lower emissions, Ward’s 10 Best
Engines of 2012 indicate the direction in
which the automotive industry is headed –
smaller, turbocharged engines with direct
injection.
Bosch technology is featured on nine of
the 10 Best Engines of 2012, and its direct
injection technology appears on five of the
winning engines. The main elements of
the Bosch direct injection system include
the engine control unit, high-pressure
pump, and high-pressure fuel injector.
“Direct injection is a key technology in
current and future engines, and we remain
committed to developing the most
innovative and advanced engine
technologies,” said Sujit Jain, regional
president of Gasoline Systems North
America for Robert Bosch LLC.
“Providing advanced technologies, such as
direct injection and turbocharging, are
essential in helping automakers meet the
demand to bring the most fuel-efficient
vehicles to market.”
By 2016, the number of highly efficient
four-cylinder engines will increase by 20
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percent to more than 20 million units
globally, according to Bosch Mahle Turbo
Systems, a joint venture between Bosch
and Mahle that produces turbochargers for
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“Based on this trend data,” Jain said, “the
forecast is clear: In the near future, every
automaker will offer turbocharged
gasoline engines.”
Direct injection improves fuel
economy, reduces emissions
As automakers strive to reach new
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Bosch’s high-precision injection
technology allows vehicles to consume
less fuel and produce fewer emissions
without sacrificing torque performance.
This technology, coupled with
turbocharging and variable valve timing,
can lead to as much as 18-percent
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emissions. In combination with additional
technology packages and extreme
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OTC’s LeakTamer with UltraTraceUV
Technology smokes out microleaks
Owatonna, Minn.—Find the leak. Clear
the code. Smoke the test. At least 80
percent of the top emission codes on
vehicles today originate from the EVAP
system and can be diagnosed faster and
more accurately with smoke technology.
“Technicians proficient with engine
maintenance, vacuum, gaskets, and seals,
including EVAP systems, have a multitude
of problem-finding opportunities using the
smoke-based leak detection offered by
OTC’s LeakTamer,” said Andy Forsberg,
product manager of Electronics at OTC.
“And when working on EVAP systems,
you need more than just a scan tool. The
LeakTamer is less than half the size of its
The LeakTamer comes with the UltraTraceUV smoke
solution and includes a standard accessory package with
exhaust cone, service port adapter, Schrader removal tool,
assorted cap plugs kit, and three-in-one flashlight with
ultraviolet (UV) light to highlight the fluorescent dye
deposited at the exact location of a leak.
predecessor model, offering improved
portability in your shop and more
powerful diagnostics in a smaller
package.”
General repair and body shop
technicians can use this tool to solve
problems including wind noise and
heating, ventilation and A/C (HVAC)
performance, or to locate and repair water
drainage issues. The OTC LeakTamer
incorporates patented technology by
introducing an OEM-approved smoke
compound with UltraTraceUV dye to
locate nearly any kind of leak quickly and
easily. The tool also helps technicians and
shop owners save money by eliminating
wasted time.
A leak as small as
0.020 inch in diameter
can allow more than 30
times the amount of
hydrocarbons into the
atmosphere than is
currently acceptable
through the exhaust. The
LeakTamer can detect
microleaks down to and
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large, easy-to-read flow
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Grand Junction repair shop focuses
on use of OE parts, relationships
Continued from page 35
relationships. “Everything out here takes
longer,” said Stewart, adding that
communication with the customer is
crucial.
Although he cites limited parts
availability and repair information as his
most significant day-to-day struggles,
Stewart said he remains optimistic about
The Foreign Aid’s future.
With an unflappable faith in OEj1
parts, a strong market share, and an
established community rapport, Stewart
said he believes he has done well in
putting his customers first. Regarding his
community’s unique demographics, he
said he’s doing his “best to take care of
them in the shortest period of time.”
Stewart said that he is looking to add a
third technician. and he is willing to train
because he would rather see dirty hands
and a willingness to learn than solely a
trade school education. “Our business is
not all just computers and talking to cars,”
he said. “Cars still have things that go
round and round.”
For more information on The Foreign
Aid’s job posting, Stewart suggests visiting
www.autojobs.com, or contacting him
directly through The Foreign Aid’s
website, at www.foreignaidauto.com. n
Page 36 May 2012 Parts & People www.partsandpeople.com

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Parts & People May 2012 Page 37

Mechanical Repair Training Notes
RLO Training
For more information on these online
Workshops, call 800-755-0988 or visit
www.rlotraining.com. All times are PST.
Webinars
• May 1, 3, 8, 10. 15, 17-Recruiting and
Retaining Technicians and Advisors,
3-5 p.m.
• May 1, 8-How to get your Share of the
Highly Profitable Fleet Business,
12-2 p.m.
• May 3, 10-Maximizing Sales of
Diagnostic Labor, 1-3 p.m.
• May 3, 10, 17-Improving Telephone
Closing Ratios, 10 a.m.-12 p.m.
• May 4, 11, 18-Service Advisor
Skills, 10 a.m.-12 p.m.
• May 7, 9, 14, 16, 21, 23-Compensation
Strategies, 3-5 p.m.
• May 7, 9, 14, 16, 21, 23-Marketing
Strategies, 3-5 p.m.
• May 8-10, 15-17-Technicion Time
Management, 3-5 p.m.
• May 14 or June 11-Guerilla Shop
Management, 3-5 p.m.
• May 15, 17-Measure Manage & Market
• May 15, 22-Phone upselling Techniques,
12-2 p.m.
• May 16, 23-As an owner: Start earning
the income you want, 10 a.m.-12 p.m.
• May 16, 23-Powerful Business
Building Strategies, 12-2 p.m.
• May 17, 23-Eliminating Repair Order
Roadblocks, 10 a.m-12 p.m.
• May 28, 29, 30-Building a Business
Plan, 12-2 p.m.
• June 4, 6, 11, 13, 18, 20-Compensation
Strategies, 3-5 p.m.
• June 4, 6, 11, 13, 18, 20-Marketing
Strategies, 3-5 p.m.
• June 5, 7, 12, 14, 19, 21-Recruiting
and Retaining Technicians and Advisors,
3-5 p.m.
• June 5, 12-How to get your Share of the
Highly Profitable Fleet Business,
12-2 p.m.
CARQUEST Technical
Institute
To register, contact your local CARQUEST
store or visit http://carquest.com/carquest/
proCTIclassSchedule.html.
Colorado Emission Testing
Centers-Ft. Collins, Colo.
• May 7-8-New Vehicle Technologies:
Coolants
Colorado Emission Station-
Littleton, Colo.
• May 8-10-Vehicle Valvetrains:
Operation and Diagnosis
IntelliTec College-
Colorado Springs, Colo.
• May 9-10-New Vehicle Technologies:
Coolants
CARQUEST Distribution Center-
Denver
• May 15-17-Variable Valve Timing
System Diagnosis
Broomfield Test Center-
Broomfield, Colo.
• May 22-24-Vehicle Valvetrains:
Operation and Diagnosis
Boulder/Longmont Career
Development Center-
Longmont, Colo.
• May 29-31-Vehicle Valvetrains:
Operation and Diagnosis
Location TBD-Loveland, Colo.
• June 5-7-Vehicle Valvetrains:
Operation and Diagnosis
WarrenTech-Lakewood, Colo.
• June 12-14-Vehicle Valvetrains:
Operation and Diagnosis
State Police Dept.-Santa Fe, N.M.
• May 14-15-Pressure Signature Analysis
Red & Jerry’s-Sheridan, Colo.
• May 12-The latest technical fixes
and Management Training
Automotive Research
and Design
For more information and to register,
visit www.go2hev.com, e-mail
training@go2hev.com. All times are EDT.
Webinars
• May 14, 30-Second and third of three
part series-Diagnosing Hybrid Vehicle
Electric Machine (transmission
failures) using the AT33EV, 7-8 p.m.
• May 21-Used Hybrid Parts: What to
look for in used and/or reconditioned
components. 7-8 p.m.
WORLDPAC Training
Institute
WTI provides advanced level diagnostic
training for independent repair
technicians, and training in the
management of the repair shop business.
To register, call 800-888-9982 ext. 5559
or visit www.worldpac.com/wti.html.
Holiday Inn Lakewood-
Lakewood, Colo.
• May 19-Mercedes Engine II
• May 20-Model 221 S-Class Diagnosis &
Service
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Albuquerque Distribution Center-
Albuquerque, N.M.
• May 16-17-Pressure Signature Analysis
Dona Ana Community College-
Las Cruces, N.M.
• May 23-24-Pressure Signature Analysis
Automatic Transmission
Rebuilders Association
(ATRA)
This seminar will be on general
diagnosis, problems, and fixes on GM,
Ford, Chrysler, Honda, Toyota, and
Mercedes. For more information and
registration, call ATRA at 800-428-8489
or visit www.atra.com.
When you contact
our advertisers
tell them you saw it in
Parts & People.
They will appreciate it
and so will we.
Automotive Training
Institute
For more information or to register,
call 888-471-5800 or visit
www.autotraining.net.
Sheraton Uptown-
Albuquerque, N.M.
• June 10-Think Like a CEO
Bendix Brake Training
The Bendix Brake Training School is an
all-inclusive program designed for both
new and experienced technicians. The
curriculum conducted by veteran
ASE-certified Bendix Service, Warranty,
and Training (SWAT) team experts —
teaches the description, operation, and
service elements for the total range of
components found within foundation and
air brake systems. For a full listing of
locations and dates, instructions for
scheduling on-site training, or
registration, visit www.bendix.com or
www.foundationbrakes.com.
Location TBD-Albuquerque, N.M.
• June 26-28-Bendix Brake Training n
Page 38 May 2012 Parts & People www.partsandpeople.com

Toyota’s 2012 Camry XLE Hybrid is an
eco-friendly vehicle with personality
by Daniel Buxbaum
With regards to Toyota’s all-new, 2012
Camry Hybrid, we’ll cut right to the chase:
We love it, and would not hesitate to
recommend it to anyone in the market for a
new vehicle. Our appreciation for
the eco-friendly family runabout can
be summed up in its over-abundance
of a single trait: Personality.
Our tested 2012 Toyota Camry
XLE Hybrid is the best effort we
have found yet in combining
efficiency with practicality and a
fun-to-drive nature.
With more than 9.7 million
Camrys sold in North America since
the model’s stateside debut in 1983,
Toyota has worked hard to make their bestselling
flagship more powerful, efficient,
refined, and versatile.
Beginning with the drivetrain, all 2012
Camry Hybrid models benefit from a new
hybrid system, featuring a 2.5-L, fourcylinder
engine, which delivers a combined
(gasoline and electric) 200 HP and up to 43
MPG in the city.
The gasoline engine employs a process
known as the Atkinson Cycle, which
optimizes the duration of the engine’s four
strokes for heightened efficiency.
In addition, an entirely beltless engine
design is utilized, and the gear-driven
balance shaft is coated with a low-friction
resin.
The 2012 Camry’s interior benefits from
improved material quality, increased
passenger volume, and superb
ergonomics.
The 2012 Camry Hybrid’s overall curb
weight has been optimized, as well.
According to Toyota, total weight loss over
the previous generation Hybrid is more than
200 pounds.
We find these advancements, channeled
through an excellent Continuously Variable
Transmission (CVT), translate to a
positively stunning surge of acceleration at
any velocity.
Working in tandem with the 105 kW
electric motor’s 199 lb.-ft of instantlyavailable
torque, the efficient drivetrain
propels the 3,441-pound XLE from 0-60
MPH in a claimed 7.6 seconds.
Notwithstanding its excellent power
delivery, our Camry XLE still averaged 37.6
MPG on regular unleaded gasoline.
Although this was slightly shy of the EPA’s
40/38 city/highway rating for the XLE, we
did occasionally average upwards of 60
MPG in stop-and-go traffic.
The 2012 Toyota Camry XLE Hybrid combines
efficiency with practicality and a fun-to-drive
nature.
In terms of overall handling dynamics and
refinement, we find the new Camry Hybrid
to have a German luxury car feel. Toyota’s
engineers have worked extensively on the
2012 Camry’s chassis tuning, resulting in a
communicative, stable demeanor.
The XLE Hybrid’s cornering attitude is
especially flat and composed, working
through a four-wheel independent
suspension and low-rolling-resistance,
215/55 R17 all-season tires.
Inside, Toyota says they have worked hard
to increase passenger volume, as well as
improve driver ergonomics. Passenger
volume for the Hybrid registers a substantial
101.3 cu. ft. (with moonroof), resulting in
excellent head, knee, and leg room, both
fore and aft. Our tester’s optional heated
front seats are large, comfortable, and
provide excellent support during spirited
driving.
Luggage space is excellent as well, at 13.1
cu. ft., thanks to a forward-biased relocation
of the Hybrid’s Sealed Nickel-Metal
Hydride (Ni-MH) battery pack.
Our test car’s optional premium HDD
navigation system with Entune features an
easy-to-use, seven-inch touch-screen
interface, and provides excellent sound
reproduction through 10 JBL GreenEdge
speakers.
We find Entune to be a technological
marvel, networking with cellular technology
for connectivity to Pandora Internet radio
and OpenTable restaurant reservations,
among others.
Checking off nearly every available
option box, our well-equipped 2012 Toyota
Camry XLE Hybrid rang in at an
economical $34,547, including destination
fee.
Packed with more power, efficiency,
refinement, and personality than its
predecessor, we find the 2012 Camry
Hybrid hard to fault, and render it a “mustdrive”
for anyone in the market. n
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Far too many auto repair shop owners
don’t measure customer satisfaction. It’s not
that they’re not interested
in the results, but rather
that they’re not exactly
sure how to do it.
Unfortunately, the
price they pay for not
measuring their customer
satisfaction is often
staggering. To make
matters worse, the Gallup
Association has released a report
concluding that most of the ways used to
measure customer satisfaction are beyond
bad; they’re actually worthless.
As a business owner, I am sure you will
agree that your Customer Satisfaction Index
Goal (CSI) needs to be 100 percent.
You also need to establish a minimum level
of acceptable performance with your team
that is set no lower than 95 percent (with
the understanding that your employees can
begin to earn CSI rewards on an
incremental scale once they pass the
threshold of 97 percent).
Now here’s where most shop owners get
into trouble: they’re not sure what counts as
a point against the CSI score. I realize that
Don't let imitation
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Serving New Mexico & Southern
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Cooper’s Keys to Auto Repair Profits
Measure your customers’ satisfaction the right way
Bob Cooper
Statewide delivery
via Overland Express
Albuquerque:
505-275-4430
800-432-6822
Edgewood:
505-286-3000
Email: parts@rich-ford.com
www.rich-ford.com
www.fordparts.com/richford
there are many different ways to measure
customer satisfaction, and many of our
clients have some relatively well-designed
systems in place. But if you’re just looking
for a simple, easy-to-use method, here it is.
At Elite, we recommend that you classify
any comeback or customer complaint as a
“failure”, and you should count that failure
against the car counts for the measured
period. For example, if you process 100
vehicles, you should not incur more than
five complaints, including any comebacks
due to mechanical problems that were not
solved during the initial visit, were
misdiagnosed, or were simply overlooked.
If the vehicle was repaired six months ago,
and it fails today, it still needs to be
considered as a failure for the current
period, even though your existing
employees may not have had any control at
the time the service was originally
provided.
The rationale is twofold. One, the failure
will be offset by any poor work done today
that may not fail for months to come. The
second reason it should be considered a
failure for the current period is that your
income statement is blind to what, where
and when. All that we do know is that the
comeback is a failure today. Part failures
also need to be counted against the CSI
score. Not only is your financial statement
blind to part failures, but your overall CSI
score should take a reasonable percentage
of part failures into consideration. So
warranty claims, mechanical failures that
include part failures, customer neglect (i.e.,
we failed to educate them on their
responsibility) and so on are easy to classify
as failures with this type of CSI scoring.
Things become more subjective when
you are placing customer follow-up calls. I
would highly recommend that you ask
every customer, “How did we do?” If the
response is positive, and they have nothing
critical to say, it’s reasonably safe to
conclude that the customer is a happy
customer. Otherwise, it’s a failure.
So what we need to strive for are fewer
comebacks, zero complaints (customer
returns with dirty carpet, upset the vehicle
wasn’t done on time, felt your prices were
too high, etc.) and follow-up calls that end
with your customers saying they were
pleased. Although you may have to
massage the percentages and the criteria a
bit, this method is a great starting point for
you and your company, and is fair to both
you and your employees.
You should also ensure that all of your
employees know that if there are any
comebacks, or complaints that are
knowingly not reported, there will be a
substantial penalty toward any reward they
may be entitled to. If an employee is guilty
of not reporting a complaint or comeback a
second time, they go on report. A third
failure to report should be considered
grounds for immediate dismissal.
You need to make sure all your people
understand that openness and honesty in
reporting are critical to improvement. Also
let them know that their income, along with
the success of your company, will always
be predicated on continual improvement.
Lastly, I would like to leave you with a
couple of thoughts. Far too many
companies complicate their methods of
monitoring and measuring customer
satisfaction. They typically follow up with
their customers, and they ask a series of
predetermined questions. Rather than
asking customers questions that are based
on our interests, we should let the customers
share their thoughts in any way they would
like, and they should be able to address any
part of their customer experience.
Many shops and dealerships feel that
anything less than 100 percent is
completely unacceptable, and I have to
politely disagree. Here’s why. First of all,
the system I just outlined allows for a 4-
percent failure rate that takes part failures
into consideration. Until we have perfect
parts and perfect people, we will always see
at least some failures.
In addition, we know that no matter how
hard we try, there will always be some
customers whom we just can’t satisfy. No
one put it better than Bob Lutz, the past vice
president of GM’s European Division and
the past co-chairman of Chrysler, who once
said, “It is our goal to satisfy 100 percent of
the satisfiable customers.” Please note that
he said, “satisfiable.”
As your next step, take this plan, put it
into place, and you will be on the road to
building a more profitable, successful
business, while generating happier
customers at the same time. On that, you
have my promise.
. . . . . . . . . . .
For the last 20 years, Bob Cooper has been
the president of Elite Worldwide Inc., an
ethics-based company that offers shop
owners sales, marketing, and management
solutions in the form of downloadable
audio training courses, seminars, and
webinars, coaching services, and service
advisor training. You can contact Cooper
at contact@eliteworldwidestore.com, or at
800-204-3548. n
Page 40 May 2012 Parts & People www.partsandpeople.com

Parts & People May 2012 Page 41

2012 Denver Auto Show showcases
upcoming vehicles’ flexibility, economy
Our regional
editions serve:
NORTHERN
CALIFORNIA
& NW Nevada
SOUTHERN
CALIFORNIA
NORTHWEST
• Washington
• Oregon
• Idaho
• Montana
• Alaska
Also available
online
by Daniel Buxbaum
Denver—Economy and
flexibility stood at the forefront
of the 2012 Denver Auto Show,
March 21-25, at the Colorado
Convention Center. Many
vehicles were displayed,
including the redesigned 2013
Ford Fusion, which blends high
efficiency with room, comfort,
and flexibility.
The Fusion will feature five
engine choices, including
traditional hybrid and Plug-in
Hybrid Electric Vehicle
(PHEV) options. The
traditional gasoline-electric
hybrid version is said to achieve up to 47
MPG in city driving, employing a 2.0-L
John Felice, general manager of Ford Lincoln Mercury
Marketing, showcases the all-new 2013 Ford Fusion.
Atkinson-cycle four-cylinder engine. For
greater efficiency, the PHEV Fusion will
feature a 20-mile electric-only range,
followed by 500 miles of traditional
gasoline-electric hybrid driving.
At Chrysler’s Small Packages auto show
Wendy Orthman, Midwest public relations manager
for Chrysler, introduces the 2012 Fiat 500 Abarth and
2013 Dodge Dart.
kick-off lunch, the 2012 Fiat 500 Abarth
and 2013 Dodge Dart were introduced.
Both vehicles will
feature versions of
Fiat’s 1.4-L,
turbocharged, MultiAir
four-cylinder engine,
channeling 160 HP
through either a Fiat
C635 six-speed manual
transmission or,
exclusive to the Dart, a
new automated dual
dry-clutch
transmission.
Other highlights
included Infiniti’s new
unit-body 2013 JX
SUV, which boasts
more second- and thirdrow
leg room than a
Cadillac Escalade, and achieves up to 24
MPG. The all-electric 2012 Nissan Leaf
received the Rocky Mountain Automotive
Press (RMAP) award for Rocky Mountain
High Mileage Vehicle of the Year. n
MOUNTAIN
• Colorado
• Wyoming
• W. Kansas
• W. Nebraska
• New Mexico
MIDWEST
• W. Missouri
• Kansas
• Nebraska
• Iowa
RIVER VALLEY
• E. Missouri
• W. & S. Cent. IL
• S. Indiana
• W. Kentucky
This publication serves the
MOUNTAIN REGION
including Colorado, Wyoming,
Western Kansas, Western Nebraska
&New Mexico
Each of our six regional editions is viewable online
in our turn-page format.
Visit us at www.partsandpeople.com
Steve Parrett, corporate communications manager
for Nissan North America, presents the new 2013
Infiniti JX three-row SUV.
Nathan Adlen (l.), president of the
Rocky Mountain Automotive
Press (RMAP), presents Ken
Krawiec, dealer operations
manager for Nissan North
America, with the RMAP 2012
Rocky Mountain High-Mileage
Vehicle of the Year award for the
2012 Nissan Leaf.
Page 42 May 2012 Parts & People www.partsandpeople.com

People & Places
COLORADO
Blaine Swanson was recently hired
by the Automotive Service
Association of Colorado (ASA-CO) to
serve as its recruiter. Swanson is a
graduate of Colorado
State University with
a Business Finance
degree. He said he
was previously
employed for three
years at Auto-Owners
ASA-CO recently
hired Blaine
Swanson to serve
as its recruiter.
Insurance as a
Commercial Lines
Underwriter, where he
worked with repair
shop owners, as well
as teaching classes to agents.
Pinnacle/Lincoln Financial Group
has partnered with the Automotive
Parts & Services Association
(APSA) to offer APSA members an
opportunity to customize and offer 401(k)
packages for their employees. For more
information on the program, contact Jim
Quinten at apsa@apsassociation.com.
Dana TePoel, owner of Lake Arbor
Automotive, was presented with the
2012 Bill Daniels Ethics in
Business Award at the Colorado Ethics
PHOTO BY DANIEL BUXBAUM
Dana TePoel, owner of Lake Arbor Automotive, accepts
the 2012 Bill Daniels Ethics in Business Award.
in Business Alliance’s (CEBA) 20th annual
awards ceremony, held at the Marriott
Denver City Center on April 12. TePoel
said he was supported by family, friends,
and industry colleagues at the event. Each
year, the award goes to a for-profit
enterprise that displays ethical business
practices and commitment to the
community.
Mopar recently announced an extension
of its sponsorship of the Mopar Mile-
High NHRA Nationals, the longest
continuous running title sponsorship in the
NHRA. “We are proud to reaffirm our long
and historic partnership with the NHRA
David Leach,
Safelite AutoGlass
division manager,
led a team of
Denver employees
to aid Joplin, Mo.,
residents in the
aftermath of a
tornado that
struck the town
last May.
and the Bandimere family,”
said Pietro Gorlier,
president and CEO of
Mopar, Chrysler Group’s
service, parts, and
customer-care brand. The
33rd annual Mopar Mile-
High NHRA Nationals is
scheduled to take place
July 20–22, at
Bandimere Speedway
in Morrison. The event
kicks off the three-race
NHRA Western Swing,
which includes stops in
Sonoma, Calif., and
Seattle, Wash., and a
five-race sprint to the
start of the NHRA
Countdown to The
Championship
playoffs.
David Leach, a
Safelite
AutoGlass division
manager from Denver,
received one of the
company’s $5,000
Exceptional
Customer Service
compiled by Michael Anderson
Awards for his personal impact and
leadership in the wake of the Joplin, Mo.,
Tornado in May of 2011. The town was
hit with a record-setting tornado that
caused miles of damage and the loss of 156
lives. Leach, whose wife is originally from
Joplin, led a team of Denver Safelite
associates, partnering with the Red Cross
that collected more than 55,000 pounds of
supplies for the victims. Leach served as
organizer, caterer, field general, logistics
coordinator, and truck driver.
Mitsubishi
Motors North
America
recently
announced that
professional
SCORE
International offroad
series and
race-winning
driver, Beccy
Gordon, will pilot
Beccy Gordon will
scale Pikes Peak this
year piloting an allelectric
Mitsubishi i
race car. PPIHC will
take place July 8.
the all electric
2012
Mitsubishi i
race car in this
year’s annual
running of the
Continued on page 45
Parts & People May 2012 Page 43

The automotive aftermarket is a great industry. From small repair shops to world-class
manufacturers, the industry comes in all sizes and shapes. The one thing everyone shares in common is
the endless opportunities that are available.
Join us for the 2012 Global Automotive Aftermarket Symposium (GAAS) as we celebrate this great industry
with an outstanding educational program and the opportunity to network with the leaders of our industry.
You can save $200 when you register by April 13, 2012.
Register at www.globalsymposium.org and review the latest agenda for this years event.
Polk is the corporate sponsor
of the Global Automotive
Aftermarket Symposium
GAAS is made possible
through the generous support
of the University of the
Aftemarket Foundation
Presented by:
Media Partners:
Media Supporters: Motor, Parts and People
PP0212S
www.globalsymposium.org
Page 44 May 2012 Parts & People www.partsandpeople.com

People & Places
Continued from page 43
Pikes Peak International Hill Climb
(PPIHC) on July 8. Mitsubishi Motors will
be entering a pair of 2012 Mitsubishi i
racing cars in this year’s Pikes Peak
International Hill Climb event: a stock
version of the electric-powered 2012
Mitsubishi i, driven by Gordon, along with
an advanced race-spec version of the
electric vehicle (EV), the Mitsubishi i-
MiEV Prototype, to be driven by two-time
Paris-Dakar Rally champion Hiroshi
Masuoka.
Jerry Viola, ACC director of Automotive
Technology, and Courtney Loehfelm,
executive director of the ACC Foundation,
accept a $5,000 grant from Nissan North
America.
Arapahoe Community College
(ACC) in Littleton reported that their
Automotive Technology program has
received a $5,000 grant from Nissan
North America. ACC officials also
reported that they purchased a Nissan Leaf
this spring, courtesy of a grant from the
U.S. Department of Energy.
I-CAR’s Collision Repair
Education Foundation recently
announced its Board of Trustees, which
includes Terry Angell of Warren Tech’s
Collision Technology Department in
Lakewood.
Officials from LKQ of Colorado have
passed the one year mark at their facility
located at 1355 W. 52nd Ave, just around
LKQ of Colorado has reached one-and-ahalf
year mark of facility at 1355 W. 52nd
Ave. Pictured, from l., are Seth Houy, Tyler
Matthews II, and Randy Miskol.
the corner from their Kalamath Street
warehouse. From now until May 31, LKQ
is conducting a GetGreen
Sweepstakes where the grand prize
winner receives a Chevrolet Cruze, three
first place winners win a Sony flat screen
TVs, 10 second place finishers earn cruiser
bikes, 50 third-place LED light bulbs, and
200 fourth place winners receive compact
fluorescent light bulbs. Game pieces can
be obtained with eligible purchases, and
through mail. To participate, visit
www.lkqgetgreen.com.
NEW MEXICO
Brandon Washburn was named the
new parts manager at Bob Turner’s
Ford Country in Albuquerque, where he
has been employed for the last 11 years.
He replaces “Whitey” Olsen, who served at
the dealership for many years and is now
retired. Washburn said he began his parts
career at Casey Luna Ford dealership in
1991, and earned a degree from the
University of New Mexico in 2001.
UTAH
The Automotive Recyclers
Association (ARA) recognizes the
efforts of legislators in Utah who have
made significant steps to protect consumers
and the environment by preventing
untrained and unlicensed
individuals from buying cars at
salvage pools. Utah legislators
recently passed SB 260, a bill that
restricts purchases at auto salvage auctions
to those with valid Utah business and sales
tax licenses. The legislation also aids law
enforcement by requiring reporting to the
National Motor Vehicle Title Information
System (NMVTIS) and the Utah Motor
Vehicle Enforcement Division.
Additionally, the bill creates a nonrepairable
category of vehicles that will
serve to keep severely damaged
automobiles from being repaired and
returned to the roads.
NATIONAL
Performance Racing Industry
(PRI), producers of the motorsports
business magazine and trade show,
finalized plans to be purchased by the
Specialty Equipment Market
Association (SEMA). With more than
20 years of publishing and management
experience at PRI, John Kilroy will serve
as vice president/general manager of PRI
and assume day-to-day operations for the
group. All the operations, employees, and
offices will remain intact at PRI's current
location in Laguna Beach, Calif. The 25th
Annual Performance Racing Industry
Trade Show will take place Nov. 29-Dec. 1
in the North/South Building of the Orange
County Convention Center in Orlando, Fla.
It will feature exhibits by 1,100 racing
companies in 3,100 booths, requiring
700,000 square feet to house the event.
Some 38,000 buyers will attend from
across the U.S. and 72 countries. SEMA
plans to maintain the racing identity and
heritage of the PRI Trade Show and PRI
Magazine.
SEMA has purchased Performance Racing
Industry (PRI), producers of the
motorsports business magazine and trade
show. SEMA plans to maintain the racing
identity and heritage of PRI Trade Show
and PRI Magazine.
Transtar Industries Inc. announced
that it has acquired the assets of Cadco
Products, a supplier of original
equipment (OE) and high-performance
transmission parts. The addition of the
Cadco location in Columbia, S.C.,
increases the number of Transtar locations
in North America to more than 75.
Transtar has also recently acquired the
assets of D&E Automotive, a supplier of
original equipment (OE) and aftermarket
transmission replacement parts. D&E has
six locations throughout the Midwest.
Volkswagen of America has broken
ground on a new $40 million, 400,000-
square-foot parts distribution center
in the Roane Regional Business and
Technology Park in Roane County,
Tenn., adding dozens of jobs and millions
of dollars in economic impact to the
Knoxville-Oak Ridge Innovation Valley.
The automaker will have a 55-acre
presence in the City of Kingston. The
facility, which is expected to employ nearly
50 people, will begin as a redistribution
center to service warehouses and will later
expand to include a parts distribution
center. The parts distribution center will
serve more than 100 dealers in the
surrounding regions, as well as throughout
the U.S., Canada, and Mexico. The Roane
County center is expected to start
distributing domestic auto parts for the
Chattanooga-made Passat and other
vehicles by early 2013.
OEConnection LLC, the parts e-
commerce technology leader for OEM
distribution networks, has announced that it
has been chosen by Volkswagen of
America Inc. (VWoA) to support its
ongoing collision programs. Under the
agreement, OEConnection will conduct
field visits to thousands of collision repair
facilities and hundreds of Volkswagen
dealers throughout the U.S. to promote the
VW Genuine Advantage Parts Program.
OEConnection field consultants will
educate and train Volkswagen dealers and
their wholesale body shop accounts on
CollisionLink, the online parts ordering
and fulfillment solution from
OEConnection, which was selected by VW
in 2010 to automate its discount parts
program and help VW dealers compete
with aftermarket parts suppliers.
Magnum Gaskets is doubling its
design, manufacturing, and packaging
space by relocating to a new facility in
Pinellas Park, Fla., due to the success
of its recently introduced, premium-quality
aftermarket gasket line. For almost 20
years, Magnum’s parent company, Modern
Silicone Technologies Inc. (MSI), has been
manufacturing valve cover, oil pan, and
manifold gaskets for major aftermarket
brands and OE service at its plant in
Clearwater, Fla.
The Motor & Equipment
Remanufacturers Association
(MERA) and its members have announced
a new Remanufacturing Section for
the 2012 AAPEX Show, Oct. 30-Nov. 1, in
Las Vegas. The new section, centrally
located on the main show floor, will be
available to remanufacturer, supplier, and
affiliate members of MERA. Exhibits will
focus on the economic, environmental, and
product performance benefits of
remanufactured motor vehicle components.
Mobile Air Conditioning Society
(MACS) Worldwide has set a new
direction for the annual MACS training
event and trade show, Feb. 7-9, 2013, at the
Caribe Royale All Suite Resort and
Convention Center in Orlando.
Restructuring of the MACS annual training
event is in response to changing market
conditions in the mobile A/C aftermarket,
and is an effort to deliver markedly
enhanced ROI for exhibitors, while
continuing to offer the annual training and
networking opportunity for A/C specialists
from the U.S. and other countries.
Bendix was recognized for product
innovation excellence by the Automotive
Distribution Network at its 2012
Network National Convention in Las
Vegas. During the convention’s closing
festivities, the Bendix team was presented
with the award for exceptional innovation
for its “hardware in the box.” The
innovation, inspired by customer needs,
contains everything necessary for a brake
job – including clips, brake lube, noise
insulators, wire sensors, and abutment kits
Continued on page 46
Parts & People May 2012 Page 45

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staff, drivers and
technical support
locally.
Blueprint
Offer your customers the extra edge of Blueprinted or Race
Prepped AXLES, RACKS, and DRIVESHAFTS.
• BLUE PRINTED AXLES - lower friction by lapping internals,
better grease, balancing and coated boots.
• RACE PREP AXLES - 4340 internals, low friction by lapping,
better grease, balancing and coated boots.
Why Choose CVJ?
• We stand behind our
products
• 26+ years of experience
• 20+ years of design &
manufacture of racing axles
• Phone tech support
• We produce parts locally to
support the local economy
REMANUFACTURED
IN THE U.S.A.
Green
CVJs parts are
environmentally
friendly saving energy,
resources, and
reducing landfill waste.
Jack Baldwin chooses CVJ Race
Prepped Axles for the Hot Wheels /
GTS Sport / Porsche Napleton
Racing #68 Cayman-S in the GTSclass
of Pirelli World Challenge
www.world-challenge.com
- 1st place at Long Beach
- 5th place at St. Petersburg
Call CVJ Today!
4101 Brighton Blvd.
Denver, Colorado 80216
Race Prep
www.cvjaxles.com
(800) 292-2953
(303) 297-2448
People & Places
From l., Mike Lambert, president of the
Automotive Distribution Network, presents
the award for product innovation
excellence to Chris Sumrell, manager of
Group Sales for Honeywell Friction
Materials, and Jim Kelley, director of
Sales, Americas, for Honeywell Friction
Materials.
Continued from page 45
— within each premium friction line
product.
Federal-Mogul recently announced
that its board of directors has decided to
modify the company’s corporate structure
to create a separate and independent
aftermarket division and has engaged a
search firm to fill the position of CEO of
the division, who will report directly to the
company’s board of directors. Federal-
Mogul’s aftermarket business unit is one of
the largest independent global suppliers of
premium-branded automotive parts, with
global sales of $2.3 billion in 2011.
The Timken Co. received the 2011
Quality Award from the Automotive
Distribution Network. Timken supplies
the group with a full line of automotive
aftermarket products, including Timken
hub units, bearings, grease, and seals. The
award was presented at the closing
ceremony of the 12th Automotive
Distribution Network National Convention
in Las Vegas.
Continental Automotive’s Chassis
and Safety Division was recognized as an
excellence award winner at Toyota
Motor Engineering & Manufacturing North
America Inc.’s (TEMA) Annual Supplier
Business Meeting (ABM) on March 13.
Held at the Northern Kentucky Convention
Center in Covington, Ky., ABM brought
together approximately 900 attendees from
across North America. ABM allows TEMA
to discuss business objectives with direct
and indirect suppliers in preparation for its
upcoming fiscal year. Every year, TEMA
recognizes suppliers who exceeded the
company’s expectations in several
categories.
Bilstein has received the auto motor
und sport “Best Brand” award again this
year. The 116,273 readers who voted in this
year’s rankings once again put Bilstein at
the top in the Sports Suspensions/
Springs/Shock Absorbers category. This
means that Bilstein has been the auto motor
und sport winner
in the sports
suspension,
sports shock
absorbers, and
springs section
seven times in a
row.
Bosch has
been named
“most
admired” motor
vehicle parts
supplier by the
U.S. business
magazine
Fortune. Bosch
The readers of the
magazine auto motor
und sport have cast
their vote: Bilstein
remains unbeaten in
the Sports
Suspension/Springs/
Shock Absorbers
category.
was ranked No. 1 based on responses from
3,855 executives, directors, and analysts at
698 companies from 58 industries and 32
countries. Bosch’s most valued attributes
include innovation, people management,
quality of management, quality of
products/services, and global
competitiveness.
The National Automotive
Technicians Education Foundation
(NATEF) has recognized the generous
support from the automotive industry, as
well as those organizations whose
contributions help to ensure the future
supply of qualified, entry-level technicians.
The list of industry donors includes:
American Honda Motor Co.,
Automotive Aftermarket Industry
Association (AAIA), Gates Corp.,
Hendrick Automotive Group, Motor
and Equipment Manufacturers
Association (MEMA), National
Automotive Parts Association
(NAPA), National Automotive
Dealers Association (NADA),
National Institute for Automotive
Service Excellence (ASE), Navistar,
Inc., Nissan North America, Inc.,
and Toyota Motor Sales, USA.
NATEF’s new accreditation logo.
VehicleOwnersGuide.com has
announced that collision repair users of its
Estimate Scrubber
(www.EstimateScrubber.com) portal can
now receive a 5-percent discount on any
classroom auto course from Vale
Training Solutions. For more
information, visit
Continued on page 47
Page 46 May 2012 Parts & People www.partsandpeople.com

Continued from page 46
www.estimatescrubber.com or
www.valetrainingsolutions.com.
Cooper Tire & Rubber Co. has
announced a partnership with The
Weather Channel (TWC) that will
showcase important product, tire safety,
and maintenance solutions on the air,
online, and through mobile applications,
helping to educate and inspire drivers and
safer commutes. Cooper Tire will appear
across numerous programs on TWC,
including an exclusive sponsorship of the
“Morning Rush” segment of “Wake Up
with Al,” hosted by weatherman Al Roker.
Cooper Tire will maintain a digital
presence on weather.com with an exclusive
partnership in the “Favorite Fall Drives”
content, launching this fall. Also across
TWC mobile applications, Cooper Tire will
feature geographically targeted messaging,
raising awareness of changing weather that
could affect driving conditions.
Barrett-Jackson has announced that
it has contracted collector car legend Rick
Cole to serve as an Automotive Specialist.
The announcement was made live on
Speed from the
auction block during
Barrett-Jackson’s
Palm Beach event.
Best known as the
hobby’s “Auctioneer
to the Stars,” Los
Rick Cole has
joined Barrett-
Jackson as an
Automotive
Specialist to
help consign
collector cars
and automobile
Angeles-based Cole
will utilize his
experience in the
auction arena to help
Barrett-Jackson source
consignments for
collector cars and add
his more than 35 years
collections.
of expertise and knowledge to find some of
the most highly-collectible automobiles
and automobile collections. Cole will work
hand in hand with Gary Bennett, vice
president of consignments.
The Motor & Equipment
Remanufacturers Association
(MERA) has announced the appointments
of Mark DiGiampietro, president, Flight
Systems Electronics Group, and Matt
Pohlman, vice president, global supply
chain management, Delphi Product &
Service Solutions (DPSS), Delphi Corp., to
the MERA Board of Directors. “On behalf
of the membership of MERA, I would like
to welcome Mark and Matt to the Board of
Directors,” MERA President and COO
John Chalifoux said. “I look forward to
working closely with them and the other
board members in 2012 to advance the
interests of the remanufacturing industry.”
Delphi Automotive has announced
Ray Swetman
joins Delphi
Product &
Service Solutions
(DPSS) as vice
president, sales,
independent
aftermarket,
North America.
Malcolm
Sissmore is now
country director
for DPSS
Canada, leading
Delphi’s effort to
accelerate growth
and expand its
share of the
automotive
aftermarket in
Canada.
changes to its
aftermarket sales
leadership team. Ray
Swetman has joined
Delphi Product &
Service Solutions
(DPSS) as vice
president, sales,
independent
aftermarket, North
America. Swetman
will be responsible for
directing Delphi’s
aftermarket sales
efforts, and driving
customer and channel
expansion. In addition,
Delphi announced that
Malcolm Sissmore,
most recently vice
president of
independent
aftermarket sales for
North America, has
become country
director for DPSS
Canada, leading the
company’s effort to
accelerate growth and
expand Delphi’s share
of the automotive
aftermarket in Canada.
Schwartz
Advisors LLC, a mergers and
acquisitions advisory and management
consulting firm focused on the automotive
aftermarket, announced that it has recently
added two new partners, Dennis
Welvaert and Mitch Williams, who
will work on merger and acquisition
initiatives and strategic consulting projects.
Meritor Inc. has appointed Doug
Wolma as general manager of Global
Aftermarket Operations, and Craig
Cartmill, vice president of Aftermarket
Americas. Both report directly to Joe
Mejaly, vice president and president of
Aftermarket & Trailer. Wolma is now
responsible for leading global operations
and strategic deployment, including
remanufacturing, distribution, supply
chain, and the worldwide aftermarket
footprint. The new position includes 20
facilities located in 12 countries around the
world.
In memoriam: Warren J. McEleney,
90, president of the National Automobile
Dealers Association (NADA) in 1971, died
March 23. McEleney, who served on
NADA’s board of directors representing
Iowa from 1966 to 1976, began his career
with McEleney Motors in Clinton, Iowa, in
1946. He was the father of John McEleney,
who served as NADA chairman in 2009.
The McEleneys were the first father and
son to lead the association. “Warren
McEleney was an exceptionally respected
and beloved leader in the automobile
industry and in his community,” NADA
President Phil Brady said. Memorials may
be made to Jesus Christ, Prince of Peace
Parish, 1105 LaMetta Wynn Dr., Clinton,
Iowa 52732. Online condolences
may be left at www.papefh.com.
Expressions of sympathy may also
be sent to John and Ginny
McEleney, 1111 Melody Hills,
Fulton, Ill. 61252.
In memoriam: Ferdinand
Alexander (F.A.) Porsche, 76,
died April 5. Matthias Müller,
president and CEO of Porsche
AG, paid tribute to Ferdinand
Alexander Porsche’s services to
the sports car manufacturer: “As the
creator of the Porsche 911, he established a
design culture in our company that has
shaped our sports cars to this very day. His
philosophy of good design is a legacy to us
that we will honor for all time.” His
childhood was shaped by cars, and he
Advertisers’ Index
A-1 Transmissions & Parts Co. ....................32
ACDelco ........................................................17
Active Truck Parts, Inc....................................6
Advantage Data Systems Corp. ..................27
Al Serra Chevrolet South..............................28
American Honda dealerships.......................31
Auto Dynamic Engine Rebuilders ................38
AutoNation Go dealerships ..........................48
BG Products distributors..............................11
Bob Turner’s Ford Country...........................22
CEMB USA ...................................................14
Certified Transmission ..................................19
Chrysler LLC .................................................35
Colorado Auto & Parts..................................22
CVJ Axles......................................................46
Denver Bumper Works .................................22
Engine & Performance Warehouse, Inc. ........7
Elite Worldwide .............................................42
Enviro Management Solutions, Inc. .............23
Exedy Globalparts Corp. ................................5
Foree Tire Distributors ..................................30
GAAS.............................................................44
Groove Ford..................................................39
Groove Mazda ..............................................39
Groove Subaru..............................................39
Groove Toyota Scion ....................................39
HD Group......................................................16
Heuberger Motors.........................................30
Import Car Parts ...........................................18
Ferdinand
Alexander
Porsche, the
creator of the
Porsche 911,
died April 5.
spent To link much to advertisers of his time in www.partsandpeople.com
the engineering
offices and development workshops of his
grandfather, Ferdinand Porsche, before he
enrolled at the Ulm School of Design.
F.A. Porsche created the 911, now in its
seventh generation. In addition to
passenger cars, F.A. Porsche also
designed the sports cars of the 1960s. His
best-known designs include the
Type 804 Formula One race car or
the Porsche 904 Carrera GTS, now
considered to be one of the most
beautiful racing cars ever. A strong
and clear design concept typified
all of his product designs. His
conviction was: “Good design
should be honest.” Ferdinand
Alexander Porsche received
numerous honors and awards both
for his work as a designer and for
individual designs. n
To report local announcements, new
hires, training events, or any
appropriate news, e-mail
edinfo@partsandpeople.com.
Infiniti of Denver ............................................26
Jasper Engines & Transmissions .................10
John Elway Chevrolet...................................37
Kia Motors America dealerships ..................12
Magnaflow Performance Exhaust................20
Meadow Creek Truck Supply.......................25
Mercedes-Benz USA, LLC .............................2
Mike Naughton Ford.....................................12
Mile Hi Body Shop, Inc.................................20
Mudlick Mail..................................................15
NAPA ProLink................................................43
Northern Colorado Driveline Service .......6, 36
One Stop Parts Source...................................8
Peak Kia North..............................................40
Phil Long Dealers of Colorado Springs..........9
Premier Tire Terminal, Inc. ............................13
Premium Recycled Parts..............................21
Professional Auto Detail Supply...................24
Pueblo Delivery Co-op .................................34
Rich Ford Sales.............................................40
Specialized Products Supply .......................26
Stevinson Lexus of Frederick.......................23
Stevinson Toyota West .................................25
Subaru of America dealerships....................29
Summit Automotive Distributors....................4
Total Lubricants USA, Inc.............................41
Transwest GMC ............................................14
Western Drivetrain...........................................4
Zurich ............................................................33
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Parts & People May 2012 Page 47

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Page 48 May 2012 Parts & People www.partsandpeople.com