NW May2012.pdf - Parts & People

NORTHWEST EDITION
Parts & People Northwest Regional Office
P.O. Box 46937, Seattle, WA 98146-0937
Online Edition at
www.partsandpeople.com
Serving Washington, Oregon, Idaho, Montana, and Alaska Volume 104 Number 5 May 2012
From humble beginnings, Rod’s Japanese
Auto Care has plans for further expansion
by James Lengell
Bellingham, Wash.—
Thanks in large part to the
high-profit undercar work it
performs, Rod’s Japanese Auto
Care is about to celebrate its
10th anniversary, said Rod
Schindler, president and
owner.
Schindler said he’s always
been an advocate of keeping a
car 15 years. “Do that, and the
average savings is $31,000.”
Schindler acknowledges that
to make that 15-year
timeframe, the vehicle will
likely need the full array of
undercar maintenance,
including suspension, brakes,
shocks, clutches, transmission, and maybe
even an engine rebuild.
“I’ve been doing engine rebuilds since I
was 10 years old and was rebuilding small
Briggs and Stratton lawn mower engines,”
Schindler said. “I had a knack for it. I
guess my brain is wired that way.”
His brain was also wired to run his own
business, Schindler said. “When I was 12,
my dad told me to hang out a sign for
small gas engine repair in Lake Stevens.”
NW/C
Rod Schindler, owner of Rod’s Japanese Auto Care,
says the quality of Japanese engines is what
attracted him to the business.
Schindler said he did, offering free oil
changes with a tune-up and a guarantee
that the engine would start by the second
pull. Before long, he had customers
coming from 35 miles away to bring him
their lawn mowers. Schindler said he’d
keep customer information on a stack of
3x5 cards that he used for follow-up. “I
made some pretty good money for three
years,” Schindler said. “And it was all
self-taught. I’ve had no college or
technical school training.”
While Schindler said he never attended
college, that didn’t keep Everett
Community College from hiring the
young entrepreneur as a teacher – at the
age of 16 years old, to teach a class,
“Theory of the Four Stroke Engine.”
“They paid me $300 to teach that class,”
Schindler said. “It took a few minutes for
the class of adults to size me up, but as
soon as they realized I knew what I was
talking about, they accepted me.”
After working a few years at his uncle’s
mechanical shop, DNS Auto, Schindler
said he got the itch to run his own
business, so in 1986, Rod’s Auto opened
on Wiser Lake. That led to a nine-year
stint doing engine installs for Rising Sun
Motors, until they sold the business in
1999.
“That’s when I decided I was really
Continued on page 28
INSIDE Parts & People
More than 11,800 circulated
Renton shop performs full-service
repair with undercar specialization . . 3
Mathewson’s Automotive
performs diversified
services for vehicles
ranging from street rods to
heavy-duty trucks.
Recycler rebuilds hybrid battery packs . 3
Energy Suspension perfects polyurethane
parts for cars and trucks . . . . . . . . . . . . . 7
COLLISION REPAIR
Pages 19-24 C1-C4
Kennewick body shop owner says
change is necessary for growth . . .19
Mike McKinney says one
of the key things he’s
learned as the secondgeneration
owner of
Riverside Collision is to
not get complacent.
Collision Repair Training Notes . . . 20
Automakers increasingly turn to I-CAR
for training, certification programs . C-2
As automakers open collision shop
certification programs to shops and dealers,
they are increasingly making I-CAR training
part of the program requirements.
Essentials shops should understand
about DRP contracts before signing . 23
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
Knowing customer base, competition
helps shops advertise effectively . . . . 15
Gundie’s targets wholesale market with
a lower mileage product . . . . . . . . . . .17
As sales of salvage cars has gone to big
corporations, Gundie’s adapts to the market
for acquisition of vehicles at low prices.
Shops can adopt simple ‘green’
practices to increase energy savings . 25
LeMay car museum opens in June . . 29
Auto Notes . . . . . . . . . . . . . . . . . . . . . .10
Hundreds attend VMMC . . . . . . . . . . . 30
Profits can be found in undercar repair . 11
A steering and suspension course during ASA-
WA’s ATE show urges technicians to examine
undercar components, not only for vehicle
safety, but greater profits.
Competition determines top SUVs . . 31
Mechanical Repair Training Notes . . 32
Parts & People tests the 2012
Toyota Camry Hybrid . . . . . . . . . . . . . 34
Electronic Service Requested
Undercar Product Notes . . . . . . . . . . 12
Cooper’s Keys to Auto Repair Profits . . 35
People & Places . . . . . . . . . . . . . . . . . 36
Calendar of Events . . . . . . . . . . . . . . . 39
PRSRT STD
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PARTS & PEOPLE (Northwest Region)
P.O. Box 46937
Seattle, WA 98146-0937
Shops that ‘Strive to Thrive’ embrace
change, Jasper president says . . . . . 14
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
Longtime Renton shop performs full-service repair with undercar specialization
by Jerold B. Smith
Renton, Wash.—Plenty of history
surrounds Mathewson’s Automotive,
located across the highway from
Renton Municipal Airport. Opened
in 1933 as a repair facility, the
business was a gas station in 1952,
was remodeled in 1980 and the fuel
pumps removed, and in 1985 was
purchased by Brent Kranz from the
Mathewson family.
In 1990, Kranz said, he had a
completely new building erected that
today houses the two-story, 12,000-
square-foot full-service repair shop.
Situated on just under an acre of property,
Mathewson’s has customer parking in front,
plus a 16,000-square-foot secure parking
area that is fenced for overnight storage.
There is also an outside lift and lube rack
General Manager Josh Colman (l.) and Owner Brent
Kranz, of Mathewson’s Automotive, say undercar
work is important and represents about 40 percent of
their business.
for service work during warm weather, as
well as a parts cleaning station and waste oil
container. The outdoor property also has an
oil separator to catch fluids.
The main floor of the building has 9,000
square feet of space that houses a
customer service area, an out-front
retail parts and accessories showroom,
a parts department behind the customer
service counter, tire displays, a
customer waiting area, and 10 service
bays. In addition, there is a machine
shop that has two brake lathes, a tube
bender, parts blaster, drill press, and
other machining equipment, as well as
a compressor that Kranz said was
installed in 1952 and is still in use.
Two mezzanine areas at the shop
include 3,000 square feet of space that
houses lockers, a shower, and lunch
and training rooms on one side of the
building, and a carburetor repair station and
inventory, offices and storage area above
the customer service center.
With multiple lifts, including a heavyduty
truck lift that has a 35,000-pound
capacity, the shop is able to handle
motorhomes, dump trucks, campers, and
specialized equipment for undercar service
work, Kranz said. Mathewson’s has
numerous local fleet accounts which have a
wide variety of vehicles, and since 1996 has
had a contract to perform maintenance,
repairs, and tire service for the King County
Metro VanPool, he said, noting that the
shop serviced 60 of the vans in March.
Kranz, who said he began his automotive
career at the former Exhaust Specialties in
Seattle, later worked at Warehouse West
and other firms, and founded Honest
Performance near Mathewson’s in 1977.
That business was sold in 1994, the same
year a Dr. Injector service business was
started with Tom Turner in the building
Continued on page 6
Recycler focuses on hybrid drivetrain parts and rebuilding battery packs
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 percapita
basis, has the highest concentration
of hybrids in the country,” said Owner
Eric Sumpter, who also operates an onsite
service and repair division, MileHybrid
Automotive, with his wife, Kathy Sumpter.
As the more than two million secondgeneration
Toyota Prius hybrids that were
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 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
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.
recycled parts source of choice for
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
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 non-automotive 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
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, 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
Bryon Schelk, a technician at Adopt A
Part, tests a battery cell in a Toyota Prius
battery pack that is in the process of being
rebuilt.
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 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-of-warranty
hybrids, Sumpter said he and his five-man
crew offer phone consultation, answer
questions in several online forums, and
even train emergency-response 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
Parts & People May 2012 Page 3

Parts & People
The Monthly Regional Publication
For Northwest
Automotive Specialists
Volume 104 / Number 5, May 2012
Publisher: Lance Buchner
Associate Publishers:
Jerold B. Smith and Michael Anderson
Managing Editor: Rob Merwin
Northwest Regional Manager:
James Lengell
Contributors: John Yoswick,
Dick DeLoach, Matthew Sevart,
Dan 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
Northwest Edition
P.O Box 46937
Seattle, WA 98146-0937
Phone: 206-935-3336 Fax: 206-937-9732
Toll Free: 800-850-9288
e-mail: jerry@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 Northwest
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

U.S. consumers hold on to new vehicles nearly six years, an all-time high
Southfield, Mich.—Based on an
analysis of U.S. vehicle registrations by
Polk, the average length of ownership of
vehicles that were purchased new has
risen to a record 71.4 months, or nearly
six years. For consumers who purchased
used vehicles, the average length of
ownership is nearly 49.9 months.
Combined, new and used vehicle owners
are holding on to their vehicles for an
average 57 months. For new and used
owners combined, the length of vehicle
ownership among U.S. consumers has
increased 23 percent since the third
quarter of 2008, coinciding with the
economic downturn.
A number of factors contribute to the
increased length of ownership, according
to Polk, which analyzed vehicle
registration data through September 2011.
First, consumer spending remains
conservative in a still-weak job market
with relatively high unemployment rates.
Second, many buyers have longer-term
financing options to secure more
affordable payments. Third, vehicles
produced in recent years have been more
durable and more reliable than their
predecessors, according to different
industry reports. Several manufacturers
are also offering longer warranties for
new vehicles, reducing the risk for
consumers who want to keep vehicles
longer.
Polk’s new findings, coupled with the
increased average age of vehicles on the
road, which now stands at 10.8 years for
cars and light trucks combined, offer
promise for the automotive aftermarket.
“As the aftermarket prepares to service
this aging vehicle population, this creates
concerns about appropriate parts
inventory,” said Mark Seng, global
aftermarket practice leader at Polk. “As a
result of our analysis, we’re currently
working with customers in the
aftermarket to help them prepare for
increasing demand throughout the entire
supply chain.”
Length of ownership trend
expected to continue
Polk analysts don’t anticipate new
vehicle sales will reach pre-downturn
levels of 16 million units until 2015 and
Polk does not expect to see an immediate
decline in the length of ownership trend
over the next few years, according to
Seng. “Unemployment rates continue to
be high, and we expect many consumers
will suffer from the lingering effects of
the downturn, further contributing to
longer ownership trends,” he said. 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

Renton shop performs full-service
repair with undercar specialization
Continued from page 3
adjacent to Mathewson’s, he said. While the
injector business was sold in 1999, it
remains on the site and provides added
service for the shop’s customers.
With 10 employees, five of them ASEcertified
technicians, Kranz and General
Manager Josh Colman said the shop
performs full-service maintenance service
and repair work on import and domestic
vehicles, including street rods and
performance tuning, as well as work on
specialized vehicles and equipment for a
nearby Boeing Co. facility and other fleet
accounts. “We recently performed work on
several Kubota diesel-powered Bobcats for
Boeing and also did work on a 16,000-
pound tug on-site for them,” Colman said.
“Because we are so diversified, the shop
remains busy year-round,” Kranz said. “In
addition to the other vehicles we service,
there could be 10 or more street and muscle
cars on-site.”
Colman, who first met Kranz at Honest
Performance when he was a teenager, said
he kept in contact with Kranz over the years
when he was a Toyota master technician
and wholesale parts specialist at a Renton
auto dealer. When a position opened up in
1998 at Mathewson’s, the two struck a deal.
Kranz said Colman will purchase the
business from him in 18 months.
“Undercar work is very important to us
and represents about 40 percent of our
business, as we are one of only two area
shops that have a heavy-duty lift,” Colman
said. “In addition to servicing trucks,
motorhomes, vans, and other equipment, we
do a lot of undercar work on cars, including
restoration work.” That includes everything
from installing tires to shock and strut
replacement to alignments, he said, adding
that brake and exhaust work are also large
segments of undercar service performed at
the shop.
Two technicians specialize in heavy-duty
undercar work, Colman said, while others
ASE-certified Technician Dennis Duval,
who handles everything from welding to
diagnostics at Mathewson’s Automotive,
joined the shop four years ago after
working for more than 30 years at another
local facility.
specialize in performance tuning and engine
and transmission R&R service.
In addition to normal suspension work,
the shop also does suspension fabrication
work in-house on street rods, customs, and
Brian Carlson performs diagnostic service
on a vehicle at Mathewson’s Automotive.
He is a 39-year veteran at the shop.
restoration projects, Colman said. During a
recent visit by Parts & People, an older
Cadillac was having suspension work done,
as was a 1970 Chevrolet Impala that is
being fully restored from the chassis up — a
$30,000 project.
Though the shop has tenured technicians,
ongoing training is important for all
employees, Colman said. As the shop is an
ACDelco Professional Service Center
(formerly known as Total Service Support
centers), the shop utilizes ACDelco training
classes as well as courses from
CARQUEST, NAPA, and online programs,
he said.
For some 20 years, Kranz said, the shop
has been a AAA-Approved Auto Repair
facility, and ongoing training for all staff is
part of the strict requirements of
maintaining that stature. Kranz said that
Mathewson’s received the AAA Top Shop
award the past four consecutive years for
outstanding customer service. The shop has
also received recognition as a Quality
Business from the Better Business Bureau,
and is a member of the Renton Chamber of
Commerce and the Automotive Service
Association of Washington (ASA-WA),
Kranz said.
Mathewson’s also has Authorized
Emission Specialists on staff, so there is
additional business for that service, Colman
said, though the state emission program is
likely to be phased out over time.
Two awards in recent years that Kranz
said he was very proud of include the 1994
City of Renton Total Quality Business
Award, which was presented to him at a
special Chamber of Commerce meeting,
and his 2011 induction into the Washington
State Hot Rod Hall of Fame.
Kranz and Colman said the shop’s goal is
to provide thorough service and 100-percent
satisfaction the first time to all customers.
“We’ve been successful with that mission in
mind,” Colman said. n
Page 6 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
Energy Suspension
founder Don Bunker,
whose company
makes automotive
suspension bushings
and components,
says he started out
making polyurethane
skateboard truck
pads in 1968.
repair service
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
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customers absolute confidence in the
Energy Suspension name.”
The company’s involvement doesn’t stop
when the order is shipped, Papazian 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.”
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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
Continued on page 8
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Parts & People May 2012 Page 7

Energy Suspension continues to perfect polyurethane parts for cars and trucks
Continued from page 7
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
The Energy Suspension management team includes,
from l., Austin Squires, Kevin Taeger, Mike Papazian,
Pauline Babic, and Mike Santa Cruz.
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 offroad
applications, Taeger said, but the
company also makes private-label products
for a number of companies. “That’s where
I come in,” he said.
“We do a lot of privatelabel
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 heavy-duty 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 heavy-duty
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
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.
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
Verifacts appointed to verify
green garage sustainability
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
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 8 May 2012 Parts & People www.partsandpeople.com

Parts & People May 2012 Page 9

Auto Notes
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 rear-wheeldrive
(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 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
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www.broadwaytoyota.com
The Dodge Ram 1500, shown here with the
Ram box option, is an award winner based on
several elements of its design and utility.
Sakichi Toyoda
was one of Japan’s
most prolific
inventors and laid
the foundation for
Toyota Motor
Corp.
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, 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.
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 all-time
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 thirdbest
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 best-ever 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
When you’re looking for quality parts
and real-world marketing programs,
call your Federated parts professionals:
Western Washington
Seattle Automotive
Distributing
(800) 932-3500
Inland Northwest
Automotive Jobbers Supply
Spokane, Washington
(800) 333-2291
compiled by Jerold B. Smith
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.
S.W. Washington/Oregon
AED Inc.
Portland, Oregon
(800) 666-2660
Eastern Washington
P & F Automotive Warehouse
Yakima, Washington
(800) 572-0491
Page 10 May 2012 Parts & People www.partsandpeople.com

Knowledge of undercar pattern failures can lead to higher profits, safer cars
by Michael Anderson
SeaTac, Wash.—As automakers produce
better-made vehicles with extended service
intervals, shop owners have to look harder
for repair opportunities. Knowledge of
steering and suspension pattern failures, in
particular, can result in greater profits and
safer cars on the road.
That was the key message of a seminar
given by Phil Eng, a Mechanic’s Education
Association (MEA) trainer, at the recent
Automotive Training Expo (ATE), hosted
by the Automotive Service Association of
Washington (ASA-WA).
The seminar, “Advanced Steering and
Suspension,” drew an over-capacity crowd
of technicians interested in reviewing
diagnostic techniques and pattern failures
for a number of import vehicles.
“You really have to scrutinize these
cars,” Eng said. “You have to diagnose to
find the money.”
European cars, in particular, are
moneymakers, he said. When they are in
the shop for an oil change, a lot of money
can be left on the table. Knowing how to
inspect chassis and suspension components
with a pry bar can result in additional repair
items, he added.
“Someone once told me for every dollar
Instructor Phil Eng, a former technician,
urges an ATE audience to look under a car
for profits with steering and suspension
diagnosis.
spent, there is an additional $7 unsold,”
Eng said. “I see a lot of unsafe cars out
there and there’s a lot of money to be
made.”
With older high-mileage cars, Eng
advised performing an inspection before
lifting them to avoid damage to weakened
suspension components.
Eng noted that when working on Land
Rovers with air suspension bags in bad
shape, using a two-post lift can cause the
air bladders to be pulled apart when the
wheels sag. A four-post drive-on lift is the
better solution, he said.
The Land Rover Sport model has
special body dampeners with little shock
absorbers between the body and frame,
which are hidden (although a little more
visible in the rear). When they go bad,
Eng said, they make a little knocking
noise.
On newer vehicles equipped with
steering angle sensors, the sensors need
to be reset when performing alignments,
he said, warning that a shop could be
held liable if the system fails and the
driver gets into an accident. The feature
is mandated on all 2012 vehicles, he said.
“So far, the only time you’ll have a
problem is if the car gets wrecked and
the car is pulling in one direction and the
dashboard is lit up,” Eng said. “If it’s off a
little bit, it may not be enough to set off the
lights, but if it’s called upon it may not
work right.” Sensors can be reset with a
scan tool or other methods; otherwise, the
technician is taking a chance, he warned.
The Volvo S60, V70, and S80 also
develop suspension problems as they age,
with surface symptoms such as brake pull,
he said. Many technicians inspect the
brakes, or even swap brake rotors or pads,
in an attempt to solve the problem.
Often, bushings can appear to be in
operating order with a visual inspection,
but may be deteriorated or weak internally,
Eng said, which can also cause pull.
Moreover, if inferior “off-shore” control
arms have been installed, that could also be
causing pull. “With cheap control arms the
bushing doesn’t have to be torn to be
weak,” he said.
On cars equipped with McPherson struts,
Eng recommended conducting a road test
and applying the brakes hard enough to
grab, but not stop, the car. If something is
loose, the steering wheel will jump or
twitch, he said.
The most effective suspension diagnostic
tool is a pry bar, Eng said, which can
separate a joint and detect abnormal play,
which makes a clunking noise.
When wheel alignment is off, he said a
vehicle will pull in the direction of a wheel
that has a smaller amount of caster.
Several European automakers, BMW in
particular, are moving to dual upper- and
lower-control arms for more dynamic
handling and the ability to maintain control
at Autobahn speeds, Eng said.
“It gives you a better steering feel and
will pull straight easier,” he said. “At 150
MPH, you don’t want wandering steering.
The wheels want to go straight.” n
Parts & People May 2012 Page 11

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
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.
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).
Control feature buffers ambient noise,
making it ideal for use in noisy
environments, company officials said.
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.
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.
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.
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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 introduces the
ER 80 Go Fast Line series
Gainesville, Ga.—The CEMB ER 80 is
a digital balancing machine with digital
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
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
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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.
PlastiKote’s wheel
paint is specially
formulated to provide
a tough, long-lasting
finish that resists
scratches and will not
tarnish, weather, or
rust.
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
find hidden causes of vibration and vehicle
pull. Technicians can activate any
Continued on page 14
Page 12 May 2012 Parts & People www.partsandpeople.com

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Parts & People May 2012 Page 13

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.”
Undercar Product Notes
Continued from page 12
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-to-understand
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
long-lasting service, an Auto-up Hood
which saves time by automatically lifting
the hood for the operator, and a standard
10-piece mounting collet set with storage to
optimize wheel centering. n
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
Hunter introduced its new Road Force
Touch balancer which provides wheel
balancing service with record efficiency.
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.”
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
Doug Bawel, president of Jasper
Engines & Transmissions,
presents a keynote address,
“Strive to Thrive.”
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 attention-getters, 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
Page 14 May 2012 Parts & People www.partsandpeople.com

Knowing customer base, competition helps shops advertise effectively
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.”
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?”
PHOTO BY MATTHEW SEVART
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.”
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.
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 costefficient,
and make sure you charge for all
work performed.”
Understanding customers’ needs is critical
in the development of a marketing plan, he
Continued on page 16
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Continued from page 15
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
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,
TIA and Tiremetrix launch
TPMS service solution
Bowie, Md.—The Tire Industry
Association (TIA) and Tiremetrix launched
a new enhanced version of the Tiremetrix
TPMS management software TPMS
Manager. The new product, TPMS
Manager-Powered by TIA, features new
content focused on TPMS training and
TPMS service tips for passenger and lighttruck
tire service technicians.
“This launch is very important for the
tire industry, because now technicians can
get immediate access to the knowledge
base of TPMS service from TIA,” said Joe
Donehue, president of Tiremetrix. “TPMS
Manager has the most comprehensive
TPMS data in the industry, and combined
with the TIA service information, we now
have the most extensive information
resource related to servicing, training, and
troubleshooting TPMS. TPMS Manager-
Powered by TIA is a valuable resource for
any company that services TPMSequipped
vehicles. The easy-to-use
interface allows a tire shop to navigate the
process of selling and servicing TPMS.
The recent clarification from NHTSA
regarding the “make inoperable” clause
only further demonstrates the need for
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
accurate TPMS service information
delivered at the point of sale.”
One of the biggest enhancements to the
product is a special set of TIA “Tech Tips,”
exclusive to TPMS Manager-Powered by
TIA. The tips provide quick access to the
solutions for difficult TPMS problems a
technician might encounter. Since TIA also
has an extensive video library of TPMS
information including relearn summaries, a
lot of the footage can be linked to particular
makes and models. In many instances,
technicians will be able to read the written
step-by-step relearn procedures or watch
the video.
“It’s difficult to keep up with the
changes that accompany each new model
year from an industry training standpoint,
so the partnership with Tiremetrix gives us
a platform that we can continually update
in between programs,” said Kevin
Rohlwing, senior vice president of Training
for TIA. “By combining the Tiremetrix
database with TIA’s training and technical
support, tire service providers will have
access to a complete training and
troubleshooting resource that keeps pace
with the changes in technology.” n
Page 16 May 2012 Parts & People www.partsandpeople.com

Gundie’s Auto Recyclers targets wholesale market with a lower mileage product
by James Lengell
Bellingham, Wash.—There are
approximately 225 licensed auto
wreckers in Washington, and,
according to Gundie’s Auto
Recyclers Production Manager
Nathan Kincaid and Sales
Consultant Ken Kirkman, they all
face the same challenge –
acquisition of vehicles at reasonable
prices.
“More cars are going out of the
country for salvage than ever
before,” Kirkman said. “They are
going all over the world, because
other countries laws aren’t the same
as here, as far as safety issues are
concerned when putting a car back
on the road.”
Kincaid said it now has become
harder to buy these cars. “There is
just way more competition than
ever before.”
Kincaid said for the person
selling the car, there’s no loss, but
for the country, there’s a huge tax revenue
stream that’s disappeared.
Kirkman also said that of the vehicles
they do compete for, more than 90 percent
of the cars come from insurance pools and
Gundie’s Auto Recyclers Production Manager Nathan
Kincaid (l.) and Sales Manager Ken Kirkman focus on
acquiring cars 10 years old or newer.
auctions, and most of that business is now
online.
“We use Insurance Auto Auctions,
IAAI.com, and CoPart.com,” Kirkman said.
He said the sale of salvage cars has
become way more competitive
now, with online sales changing
the landscape dramatically.
What does that mean to
companies like Gundie’s?
“We have to go further out to
buy the same salvage,” Kirkman
said. “So, our cost of goods goes
up.”
Gundie’s is now regularly
shopping and buying cars from as
far away as Alaska and Hawaii.
“We’ve even bought cars in
Japan,” Kincaid said.
Finding and purchasing cars 10
years old or newer isn’t the only
challenge Gundie’s faces,
Kincaid said. “Ecology issues,
especially related to storm water
collection, has obviously become
a major issue for all recyclers in
this state.”
Kincaid said any facility with a
wrecker’s license that has storm
water runoff needs equipment to
separate the water to be in compliance.
“That equipment isn’t cheap,” Kincaid said.
Recognizing a changing market,
Kirkman said, and ensuring they keep up, is
yet another challenge for Gundie’s.
They agree the business has now moved
online. “People are way more comfortable
buying parts online without seeing them
than they’ve ever been before,” Kirkman
said. “We put all of our inventory on Carpart.com.”
Kincaid said Car-part.com also supplies
the software to Gundie’s that walks them
through the dismantling and inventory of
parts process. However, Kincaid said that
while Gundie’s does inventory each car as
it arrives, they do not do the actual
dismantling until the parts are sold.
Both Kirkman and Kincaid agree the
Gundie’s business model of finding cars
10-years or newer is aggressive. “Our
market is the repair shops,” Kincaid said.
Kirkman said Gundie’s Auto Recyclers’
philosophy is to target the wholesale
market with a lower mileage product.
“There’s a better net profit in those
vehicles.”
Kirkman also said if they need older
parts, they call another yard that specializes
in older vehicles, get the part, and still keep
Gundie’s customers happy.
As active members of Automotive
Recyclers Association (ARA) and Arrow,
Kincaid said he regularly attends meetings,
Continued on page 18
Parts & People May 2012 Page 17

Gundie’s Auto Recyclers targets wholesale market with a lower mileage product
Continued from page 17
and was just recently a part of a discussion
group focusing on a new state regulation for
catalytic converters.
“The regulation states anyone with a
wreckers license must have a VIN and
stock number both on the converter itself
and in the database so the state patrol can
track the vehicle,” Kincaid said, adding that
this is due to an increase in the theft of the
precious metals found on a converter.
“But auto repair facilities are not bound
by that regulation,” Kincaid said. “What
they have to do, by law, is sit on a catalytic
converter for at least 15 days before
selling it.”
“So, a repair shop that may specialize in
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mufflers and exhausts has a pile of cats and
sets them aside for two weeks, then calls a
core buyer, who also has a wreckers license.
A core buyer that purchases those cats has
no idea what cars they came from, just a
receipt.”
Kincaid said that could lead to a lot of
$100 fines from the state patrol. “It’s a very
solvable problem,” Kincaid said. “Just
make the shops put a tag on the cat with
both the VIN and stock number.”
While the list of challenges continue to
grow for recyclers, Kirkman said Gundie’s
has the people in place to meet them.
“The average tenure of our employees is
10 years,” Kirkman said. “They are all very
knowledgeable and are empowered to make
decisions by a great management team, lead
here in Bellingham by General Manager
Don Johnson.”
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.
“What they don’t realize is that neglecting
routine maintenance can end up costing a lot
General Manager Don Johnson
empowers employees to make
decisions that lead to strong customer
service.
Kirkman said every phone call received
at the Gundie’s facilities in Bellingham,
Graham, and Battle Ground are answered
and handled by a human being, and always
will be. n
Car Care events reveal
increased need for maintenance
more in the long run. These results
demonstrate the importance of consumer
education as the lack of proper vehicle
maintenance can greatly impact highway
safety, air quality, cost operation, and vehicle
performance and dependability.”
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
Page 18 May 2012 Parts & People www.partsandpeople.com

Collision Repair
Second-generation shop owner not afraid to make changes for more business
by John Yoswick
Kennewick, Wash.—Mike
McKinney said one of the key
things he’s learned as a business
owner is to not get complacent.
“The best decision I ever made
was to not be afraid of change,”
said McKinney, the secondgeneration
owner of Riverside
Collision, a 13-employee Gold
Class Professionals shop founded in
1990. “It’s too easy to get caught in
a rut.”
Breaking himself and the
business out of a rut is one of the
things driving McKinney’s
consideration of several possible changes
to the layout of the shop’s production
area. Consultants from PPG and his
jobber, Wesco, have been helping
McKinney consider his options, including
whether swapping where the 12,000-
square-foot shop’s paint and body
departments are located could improve
production flow.
“We have a ceiling-height issue on the
one side, which required some custom air
intakes for our booth,” McKinney said.
“It works, but we don’t get the airflow we
really need, so our dry times aren’t what
they could be. That’s the big hang-up
we’ve got.”
“We’re estimating we could
do another half a million
[dollars in sales] out of this
facility with some changes.”
In addition to a Garmat paint booth,
Riverside Collision is equipped with two
Chief frame racks, a Chief Velocity
measuring system, a Challenger two-post
lift, and a Hunter P-211 alignment system
that allows the shop to do its alignments
in-house.
Depending on what changes he decides
Painter Mark Jacobus prepares a bumper
cover in Riverside Collision’s prep deck.
Mike McKinney says his current focus at Riverside
Collision is changes to equipment and layout to improve
the flow of production through the facility.
to make, McKinney will likely be making
some new equipment purchases: some
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for example, or a custom booth
or prep deck. He’s also changing
to a split shift in the paint shop,
with two paint employees
coming in from 4 a.m. until
noon, and two others working a
more traditional shift.
“We’re estimating we could do
another half a million [dollars in
sales] out of this facility with
some of these changes,”
McKinney said.
That has some clear appeal for
a business that often runs a fourto
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and region over the past four or five
years.
“We’ve been in this bubble on the
eastern side of Washington,” McKinney
said. “We saw a couple hiccups, where
our backlog went down considerably and
we were filling next week this week. But
we’ve been extremely lucky, which is
why I want to get the shop able to run
more cars through.”
In addition to high praise for Wesco
(calling them “really, really good
people”), McKinney said several of his
parts suppliers also stand out as going
Continued on page 20
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Second-generation shop owner not afraid to make changes for more business
Continued from page 19
above and beyond for his business. He’s
been working with Landmark Ford, 225
miles away in Tigard, Ore., since he was
ordering his own parts working as a
technician when his father owned the
business.
“I figured out then that knowing and
Sean Daly, a technician at Riverside Collision for 11 years,
dismantles a door on a Honda Element.
trusting the parts person could get you the
right part is paramount,” McKinney said.
“Landmark has been phenomenal.”
He also recalls a time when the parts
department at Larry Miller Honda in
Spokane got the shop out of a jam.
“We were short a part on a car and
really down to the wire,” he said. “I
called up there at about 9 a.m., and they
drove the part
probably 20
minutes away to
the airport, put it
on an airplane, and
I had it at 2 p.m.
We shipped the car
that day and they
didn’t charge me
anything extra for
it. That’s big.
Those guys are
gold — you just
don’t see stuff like
that.”
McKinney said
he thinks the
biggest challenge
facing the industry will
be rapidly changing
vehicle technology.
“The challenges of
repairs facing us with
new alloys and other
things, not to mention
the anti-crash
technology decreasing
accidents, which is
going to take a few cars
off the market,” he
said. “Plus the expense
these things add to the
cost of repair, which is
going to total more
cars. All those things are going to affect
us greatly.”
At various times over the years,
McKinney has worked to improve
himself and the business through
involvement in the Rotary, the local
Chamber of Commerce, the Autobody
Craftsman Association, and Business
Networking International. He
acknowledges he’s come a long way
since he started sweeping floors as a
Technician Dmitriy Stepanov reassembles a bumper cover at
Riverside Collision.
teenager in his father’s shop.
“I remember I had two things I didn’t
want to be when I grew up: I didn’t want
to be a salesman, and I didn’t want to deal
with the public,” McKinney said,
laughing. “I found myself on these
insurance agents’ doorsteps with a dozen
cookies and a smile, and I had no idea I
was selling. I didn’t get it. Now I
understand that, gosh, everything you do
in life is sales.” n
Collision Repair Training Notes
PPG Training Schedule
For more information, contact the
local PPG or Nexa Autocolor distributor
or territory manager or visit
www.ppgrefinish.com.
Seattle Business Development
Center-Kent, Wash.
• May 11-Nexa Conversion-Aquabase Plus
• May 15-16-PPG Certification-
Deltron (Spanish)
• May 17-18-PPG Color (Spanish)
• May 21-PPG Conversion-
Envirobase HP
• May 23-PPG Recertification-
Deltron
• June 1-PPG Conversion-
Envirobase HP
• June 5-6-PPG Certification- Deltron
• June 12-13-PPG Color
• June 15 or 25-PPG Conversion-
Envirobase HP
• June 19-20-PPG Color-Envirobase HP
• June 27-28-PPG Certification-
Envirobase HP
Location TBD-Seattle
• May 16-17-MVP Production and Cycle
Time Management
Location TBD-Spokane Valley,
Wash.
• May 21-22-MVP Advanced Collision
Estimating Skills
Location TBD-Richland, Wash.
• May 23-24-MVP Advanced Collision
Estimating Skills
Location TBD-Helena, Mont.
• June 25-26-MVP Production and Cycle
Time Management
I-CAR Training Schedule
For more information on registration
and class times, call 800-422-7872 or
visit www.i-car.com.
Precision For Collision
Your source for
CAR-O-LINER sales,
service and training.
800-922-5501 or 916-677-2885
www.pfcequipment.com
8845 Washington Blvd. • Roseville, CA 95678
Lake Washington Technical
College-Kirkland, Wash.
• May 3-Surface Preparation and Masking
• May 7-Inspecting Repairs for Quality
Control
• May 8-Color Theory, Application,
Tinting, and Blending
• May 14-Recycled Parts for Collision
Repair
• May 15-Detailing
• May 21-Hazardous Materials, Personal
Safety, and Refinish Safety
Renton Technical College-
Renton, Wash.
• May 7-Automotive Foams
• May 9-Waterborne Products, Systems,
and Application
• May 10-Best Practices for
High-Strength Steel Repairs
Continued on page 22
Page 20 May 2012 Parts & People www.partsandpeople.com

I’m A Convert
To PPG Waterborne
“At Penske Racing, we’re all about speed
and performance. Given its fast throughput
and excellent color accuracy, making
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Penske Racing
Convert with Confidence
©2012 PPG Industries All rights reserved. www.ppgrefinish.com
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
• Removable and reusable
• Modular design
• No corrosion
• Leak-free guarantee
• Full bore design
• 1/2” - 4” pipe sizes
MEASURE & CUT • PUSH TO CONNECT
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
I-CAR launches new course
on high-strength steel repairs
Hoffman Estates, Ill.—I-CAR has
launched a new course on best practices for
repairing high-strength steel (HSS) and ultra
high-strength steel (UHSS). Best Practices
for High-Strength Steel Repairs (SPS09)
will provide collision industry professionals
with information on proper repair
procedures designed to help ensure five-star
crash ratings are not compromised during
the repair process.
The newly introduced course includes
information on collision repair topics and
procedures such as identification,
properties, drilling, cutting, straightening,
and pulling of the new high-strength steels.
Other topics in the course include squeezetype
resistance spot welding (STRSW),
GMA (MIG) welding, MIG brazing, and
riveting.
Best Practices for High-Strength Steel
Repairs fulfills New Technology training
requirements for the Steel Structural
Technician, Aluminum Structural
Technician, Non-Structural Technician,
Estimator, and Auto Physical Damage
Appraiser roles within the I-CAR
Professional Development Program.
Individuals in the Steel Structural
Technician role who have already fulfilled
their New Technology training requirements
in I-CAR ProLevel 1 may take Best
Practices for High-Strength Steel Repairs
and apply earned credit toward their I-CAR
ProLevel 3 training requirements. n
unique challenges in reducing its carbon
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 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 EPA-recognized
third-party GRC-Pirk), it is then listed on
www.findgreengarage.com, 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’s
liability insurance providers even offer
discounts to environmentally responsible
policyholders. n
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In racing, timing is critical. Successful timing can only be achieved with optimum
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© 2011, Chrysler Group LLC. All rights reserved. Chrysler, Jeep, Dodge, Ram, SRT and Mopar are registered trademarks of Chrysler Group LLC.
Parts & People May 2012 Page 21

Collision Repair Training Notes
Continued from page 20
• May 14-Advanced Material Damage
Analysis
• May 16-Hazardous Materials, Personal
Safety, and Refinish Safety
• May 17-Hail, Theft, Vandalism Damage
Analysis
• May 21-Exterior Panels Damage
Analysis
• May 23-Inspecting Repairs for
Quality Control
• May 24-Restraint Systems Damage
Analysis
• May 31-Movable Glass
• June 4-Steel Unitized Structures
Technologies and Repair
• June 6-Refinishing Equipment and VOC
Regulations
• June 7-Vehicle Technology and
Trends 2011
• June 11-Squeeze-Type Resistance Spot
Welding
• June 14-Automotive Foams
• June 18-Advanced Material Damage
Analysis
• June 20-Surface Preparation and
Masking
• June 21-Hail, Theft, Vandalism Damage
Analysis
• June 25-Exterior Panels Damage
Analysis
KEEP IT MINI
Do the job right the first time.
Original MINI Parts maintain
proper form, fit and function.
Keep it genuine. Keep it MINI.
• June 26-Color Theory, Application,
Tinting, and Blending
• June 28-Restraint Systems Damage
Analysis
Bellingham Technical College-
Bellingham, Wash.
• May 7-Plastic and Composite Repair
• May 14-Advanced Material Damage
Analysis
• June 4-Trim and Hardware
• June 11-Hail, Theft, Vandalism Damage
Analysis
• June 25-Overview of Cycle Time
Improvements for the Collision Repair
Wesco Autobody Supply-
Mountlake Terrace, Wash.
• May 8-Vehicle Technology and
Trends 2011
• May 10-Overview of Cycle Time
Improvements for the Collision
Sno Isle Skill Center-Everett, Wash.
• May 9-Restraint Systems Damage
Analysis
• May 16-Aluminum Panels and Structures
Damage Analysis
Hannah Dealer Group-
Vancouver, Wash.
• May 14-Collision Repair for Ford and
Lincoln Vehicles
Daily Delivery from Bellingham to Renton
FREE FedEx Ground Shipping Anywhere in the Continental U.S.
• May 16-Vehicle Technology and
Trends 2011
Progressive Insurance-
Bothell, Wash.
• May 19-Vehicle Identification,
Estimating Systems, and Terminology
• May 19-Exterior Panels Damage
Analysis
Star Body Works-Medford, Ore.
• May 3-Refinishing Equipment and VOC
Regulations
• May 4-Surface Preparation and Masking
• May 5-Color Theory, Application,
Tinting, and Blending
Clackamas Community College-
Oregon City, Ore.
• May 8-Aluminum Panels and Structures
Damage Analysis
• May 10-Steering and Suspension Damage
Analysis
• May 17-Advanced Material Damage
Analysis
• May 22-Inspecting Repairs for Quality
Control
• May 24-Collision Repair for Select
High Volume Vehicles
• May 31-Corrosion Protection
Kadel's Auto Body-Tigard, Ore.
• May 8-Adhesive Bonding
• May 10-Refinishing Equipment and VOC
Regulations
• May 15-Surface Preparation and
Masking
• May 17-Detailing
• May 22-Bolted-On Part Replacement
• June 12-Squeeze-Type Resistance Spot
Welding
Holiday Inn-Portland, Ore.
• May 18-Refinishing Equipment and VOC
Regulations
• May 18-Waterborne Products, Systems,
and Application
• May 19-Surface Preparation and
Masking
• May 19-Color Theory, Application,
Tinting, and Blending
• May 19-Best Practices for
High-Strength Steel Repairs
Robberson Ford-Bend, Ore.
• May 23-Hail, Theft, Vandalism Damage
Analysis
• June 20-Corrosion Protection
Dehryl A. Dennis Professional
Technical Center-Boise, Idaho
• May 3-Hybrid Electric and Alternative
Fuel Vehicles
• May 8-Movable Glass
• May 15-Advanced Material Damage
Analysis
• May 17-Hail, Theft, Vandalism Damage
Analysis
• May 22-Restraint Systems Damage
Analysis
• May 24-Best Practices for
High-Strength Steel Repairs
Idaho State University-
Pocatello, Idaho
• May 5-Fault Code Retrieval, Diagnosis,
and Testing Electronic Systems
• June 6-Cosmetic Straightening Aluminum
College of Southern Idaho-
Twin Falls, Idaho
• May 11-Vehicle Technology and
Trends 2011
• May 12-Electronically Controlled
Steering and Suspension Systems
Auto Body Paint & Glass-
Nampa, Idaho
• June 12-Cosmetic Straightening Steel
• June 14-Steel Unitized Structures
Technologies and Repair
• June 26-Plastic and Composite Repair
• June 28-Surface Preparation and
Masking n
FURTHER PROOF THE WORLD
REVOLVES AROUND YOU.
For Original MINI
parts For Original call: MINI
parts call:
Seattle MINI
Parts Department
MINI of St. Louis
11550 Lake City Way NE
Seattle, Parts WA Department
98125
206-588-4232
125 S. Hunter
Clayton, MO 63124
Toll free 877-401-6464
314-727-8877
www.seattlemini.com
www.miniofstlouis.com
Mon-Fri 7:30 a.m. to 6:00 p.m.
Sat 8:00 a.m. to 5:00 p.m.
Open: Mon.-Fri.
Serving Alaska, Washington,
Oregon, 7:00 a.m. Idaho, to 5:00 and Montana p.m.
Page 22 May 2012 Parts & People www.partsandpeople.com

Industry professionals offer advice for
shops before they sign DRP contracts
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
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.
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.
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 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 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
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.
Continued on page 24
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Parts & People May 2012 Page 23

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Industry professionals offer advice for
shops before they sign DRP contracts
Continued from page 23
“You know when an insurer’s agreement
gets changed the quickest?” 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
Assured Performance Network adds
Nissan, Chrysler to rebate program
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© 2012, Chrysler Group LLC. All rights reserved. Chrysler, Jeep, Dodge, Ram, SRT and Mopar are registered ered trademarks of Chrysler Group LLC.
Irvine, Calif.—Assured Performance
Network has announced that Nissan and
Chrysler have been added to the 100
percent Write Rebate Rewards Program.
Now, members can earn 100 percent Write
Rebates from three auto manufacturers:
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 information, which will help restore
the 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
Page 24 May 2012 Parts & People www.partsandpeople.com

Simple ‘green’ practices can
increase energy savings for shops
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.”
Shop Owner Rebecca Kirchdorfer, of
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, Downing Street
Garage, 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
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
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.
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
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.
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
water-based aqueous parts washers, if used
properly, have a greater life expectancy than
Continued on page 26
Parts & People May 2012 Page 25

Simple ‘green’ practices can increase energy savings for shops
Continued from page 25
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 trash-hauling
savings. She said the
shop purchased a waste
oil furnace in 1999 for
$4,600, which paid for
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
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.
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
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,”
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
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
Page 26 May 2012 Parts & People www.partsandpeople.com

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“Certifying the Automotive Professional”
Parts & People May 2012 Page 27

Rod’s Japanese Auto Car has plans for further expansion
Continued from page 1
ready to go all-in and open my own
business” he said.
Schindler said he chose to specialize,
focusing on Japanese vehicles, especially
Subaru. “I saw the quality of the engines. I
had a knack for them and they were built so
logically. It all made sense.”
Schindler said he borrowed his first
“Keep a car 15 years,
and you’ll save an
average of $31,000.”
$2,000 rent from his dad. He had hand
tools, a Motor Vac, and no inventory. “I
tooled up as needed,” Schindler said. “My
rule was, if I needed to borrow a tool from
someone more than twice, I bought it.”
Eventually, he said, he bought a lot of
tools, including a Snap-on Modus for
diagnostics.
Schndler said he orders his parts locally
as much as he can from Northwest Honda,
Rairdon Chrysler, Pioneer Ford, Jerry
Chambers Chevrolet, Seattle Automotive
Distributors, IMC, and WORLDPAC. He
also uses the Wholesale Parts People, he
added.
Schindler says a
good portion of the
undercar work he
performs is
transmission repair
and replacement and
engine replacement.
For both, Schindler
works with Foreign
Engines, based in
Lynnwood, Wash.
“I’m still doing
one or two engine
replacements every
couple of weeks,”
he said. “Same with
transmissions.”
As Schindler
nears his 10-year
anniversary, the
business is about to
grow from its
current seven bays,
Technician Branden McGlauflin says
annual ATE training keeps them up
to date.
two technicians and two service writers.
“I’m looking at new locations in Mt.
Vernon, Wash.,” he said. “I’m also
exploring a location over the border in
Canada.”
Schindler said by year’s end, Rod’s
Japanese Auto Care will also being offering
a front-end alignment and tire service.
“It’s what the
Canadian customers
really want,” he said.
“We can offer that
service so much cheaper
than they get it in
Canada.”
Schindler said the
expansion of his
business can be
attributed in large part
to the growth of social
media. “We’re on
Facebook and Twitter,”
he said. “We have
Foursquare check-in
specials, too.”
He said that the recent
ATE Conference in
Seattle turned him on to
his strongest social
media resource to date
— text-message
marketing. He said he recently signed up
with a Seattle-based service, Tatango, a
connection he made at ATE, and they
already have passed 250 opt-in customers
receiving their weekly specials, and that
number is growing daily. He said he
expects they will have more than 1,000 by
the fourth quarter of this year. n
PIFPro software is available with
Epicor Integrated Service Estimator
Kia Genuine Parts.
Contact your local Kia dealer for assistance and delivery of your parts.
Puyallup, WA
Kia of Puyallup
253-286-8030
866-447-2787
For genuinely satisfied owners.
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©2012 KIA Motors America Inc.
Spokane, WA
George Gee Kia
509-343-3000
866-937-2542
St. George, Utah—PIFProshop
management software, used in more than
400 automotive service shops around the
country, is now available with the Webbased
Epicor Integrated Service Estimator
(ISE) solution from Epicor Software Corp.
PIFPro is developed and marketed by
ProfitBoost Software.
By focusing on the specific job being
performed, Epicor ISE enables users to
quickly capture the parts and labor
information needed to complete an
estimate for nearly any automotive repair.
The software provides one-click access to
the EpicorPartExpert database of more
than 7,500 manufacturer product lines –
with coverage of 385 million vehicle
applications – and offers immediate
connectivity to thousands of leading parts
distributors and retail locations. This
provides real-time parts availability
information and accurate pricing to ensure
customer satisfaction while preserving the
shop’s margin on every job. ISE also helps
speed the repair through streamlined
access to critical information and enables
the user to suggest important add-on
services, including model-specific
scheduled maintenance, for increased
sales. All parts, labor, and supplier pricing
information can automatically be imported
to the user’s estimates, work orders, and
invoices.
“The Epicor ISE solution streamlines the
process of locating and providing accurate
parts and labor information for nearly any
repair, saving time and allowing the user to
provide a superior customer experience,”
said Scott Johnson, president of Sales and
Marketing for ProfitBoost Software. “This
new capability further enhances PIFPro
software’s ability to help increase
efficiency at the service counter, capture
more service opportunities, and improve
profitability.”
“Our Web-based architecture allows
leading software developers such as
ProfitBoost to deliver a smooth user
experience by connecting the functionality
of their shop platforms with ISE’s many
exclusive features,” said Paul Salsgiver,
executive vice president and general
manager of Retail Software for Epicor.
In addition to the Epicor PartExpert
database, ISE offers almost instantaneous
access to a comprehensive aftermarket flatrate
labor guide, repair jobs database, parts
interchange, and VIN decoder. n
Page 28 May 2012 Parts & People www.partsandpeople.com

LeMay-America’s Car Museum
celebrates grand opening with fanfare
by Jerold B. Smith
Tacoma, Wash.—The long-awaited
opening of LeMay-America’s Car
Museum (ACM) will take place June 1-3,
at the 165,000-square-foot, state-of-the-art
facility which is expected to draw more
than 425,000 visitors
annually to the world’s
largest private
collection of classic
vehicles.
The celebration
begins June 1, with
evening parties inside
the glass-clad
museum. Partygoers
will have the choice of
three dinner party
themes: “Great
Gatsby,” featuring
Duesenbergs,
Lincolns, and other
Gatsby-esque cars, in
the Showcase Gallery
with a view of downtown Tacoma; “Start
Your Engines,” for fans of Formula One,
NASCAR, LeMans, or Indy cars, on the
museum’s second floor; and “Sock Hop,”
featuring cars of the 1950s. An
“Afterglow” post-dinner event will open
up the entire museum to attendees.
On June 2, the all-day official grand
opening will feature an outdoor car show
and tours of the 3.5-acre, $60 million
facility. Another car show and other
festivities will continue June 3, wrapping
up the weekend-long opening.
The exterior of LeMay-America’s Car
Museum features extensive glass walls
and a walk-around viewing area.
Harold and Nancy LeMay, of Tacoma,
amassed the largest private collection of
vehicles and automotive artifacts in the
world over the years, according to the
Guinness Book of World Records. More
than 3,000 cars, trucks, and other
motorized vehicles were in the collection.
In 1998, the LeMays founded a charitable
organization to allow the public to view
the vast collection and establish the
Harold E. LeMay Museum.
After the death of Harold LeMay, with
assistance from family members, a
dedicated board of directors and a staff of
professionals, the museum began its
journey to become what will now be
known as LeMay-America’s Car Museum,
This 1916 Pierce Arrow Brougham will be one of hundreds of
classic, custom, and racing vehicles on display at LeMay-
America’s Car Museum in Tacoma.
located adjacent to the Tacoma Dome near
Interstate 5.
Under the direction of former college
president David Madeira, ACM president
and CEO, fundraising and project
development over several years has
resulted in what many automotive
enthusiasts around the globe are calling
the most dynamic collection and museum
facility in the world.
While some 500 collector vehicles,
from early automobiles to racers to
motorcycles, will be on display at all times
at ACM, the facility will also be an
important link to the community, the
automotive trade, and educational
institutions.
The museum features a collector car
center, galleries, banquet halls, meeting
rooms, an outdoor show area, car storage,
and a restaurant. Groups ranging from
collector car clubs to automotive trade
organizations to corporate groups already
have plans for meetings and dinner events
at ACM.
In addition, the museum has an
aggressive education program for students
ranging from kindergarten to fifth grade
and beyond. Students will learn about the
history of automobiles, the physics of cars,
and a myriad of other details in formalized
education programs that ACM will offer
schools, including teacher materials.
ACM officials said the total direct
impact of development in Pierce County
was $204 million, including the
employment of more than 800 workers
Continued on page 30
Parts & People May 2012 Page 29

LeMay-America’s Car Museum celebrates grand opening with fanfare
Continued from page 29
during the construction process. ACM
will have an annual operation budget of
$7.3 million, and the impact on the
Tacoma and greater Puget Sound region
will range in millions of dollars each year,
museum officials said.
Of the estimated 425,000 annual global
visitors, ACM officials said more than
155,000 of those will be overnighters. The
economic impact from ticket sales, hotels,
by James Lengell
Shoreline, Wash—The 61st annual
Vehicle Maintenance Management
Conference (VMMC) at Shoreline
Community College, March 27-29,
offered many seminars that were attended
by hundreds of fleet managers,
technicians, product line representatives,
students, and instructors.
Gene Jakubczak, 2012 VMMC chair, as
well as Fleet Services director for the City
of Spokane, believes the future of the
show is bright.
“The continued success of our
conference is based on a unique
combination of formal training programs,
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Inside the LeMay-America’s Car Museum are various galleries
and gathering areas similar to the one shown here.
OPEN: MON - FRI – 7AM TO 7PM • SAT – 8AM TO 4:30PM
restaurants, and other
visitor expenditures
will be more than $34
million annually,
officials said.
Some of the vehicles
that will be on display
at the ACM will
include a 1916 Pierce-
Arrow Brougham, a
1921 Ford Model T, a
1927 LaSalle 303
Roadster, a 1932 Auburn 8-100A, a 1941
Indian Four, a 1959 Chrysler 300 E, a
1963 Chevrolet Corvette Sting Ray, a
1971 Oldsmobile 442, and a 1983
DeLorean DMC. The displays will also
include racing vehicles, George Barris
Kustoms, trucks, motorcycles, and
specialized vehicles.
For complete details on ACM and its
facilities, as well as information on the
grand-opening events, visit
www.lemaymuseum.org. n
Hundreds attend VMMC 2012 to network and participate in training
Tuesday’s panel discussion, “Propane Autogas: Alternative
Fuel’s Best Kept Secret: Frequently Un-Asked Questions You
Need To Know,” was presented by Blue Star Gas, the flagship
fuel provider of the national Alliance Autogas network.
HUSKY NORTHWEST
ISUZU TRUCKS
Seattle's only choice for
Isuzu truck parts and service
From l., Blue Star Gas Plant Manager Scott Cooley, Director of
Sales Brett Flanigan, and Area Manager Chris Fleming look forward
to participating in an afternoon panel on “Propane Autogas.”
Transmission Remanufacturing, represented by Dale
Taft and Tami Shockley said the classes and seminars
available at the conference were outstanding.
open-forum panel discussions, roundtable
discussion groups, and informal
exchanges during the breaks among
attendees.”
Jakubczak said one of the best ways to
learn is through interactions with industry
peers.
“By communicating with people who
are in similar situations, you can acquire
information that relates directly to your
situation,” he said. “At the VMCC, that’s
exactly what is happening. People are
meeting people, exchanging ideas, and
learning from each other’s experience.”
Jakubczak said the VMMC provides indepth
training taught by experts in their
respective fields. This year’s seminars
were offered from companies that
included PulseTech Products Co., Ford,
Bridgestone Bandag Tire Solutions,
Allview Services, Terex Utilities, Snap-
On Industrial, Michelin, Alcoa, Clean
Energy Fuels Corp, Navistar, Inc.,
CARQUEST, Force America, Bendix,
Polaris Lab, Cummins Filtration,
ACDelco, Rousch Clean Tech, and
Allview Services, among others.
Blue Star Gas, the West Coast fuel
provider of the national Alliance Autogas
network which helps fleets switch from
gasoline to propane, presented
a Tuesday panel, “Propane
Autogas: Alternative Fuel’s
Best Kept Secret: Frequently
Un-Asked Questions You
Need To Know.” The panel
included Chris Case from the
Washington Department of
Transportation; Matt
Sambettera, president of
American Alternative Fuel;
and Alex Racz, president of
Carburetor Connection, both
Alliance Autogas partners.
As part of the panel, Blue
Star showcased an auto-gaspowered
Dodge Charger and a
Ford Crown Victoria Police
Cruiser. n
Page 30 May 2012 Parts & People www.partsandpeople.com

Northwest SUV of the Year competition determines the best of the best
The 2012 Land Rover Evoque being tested at the
Northwest SUV of the Year competition.
by Jerold B. Smith
Snoqualmie, Wash.—The
17th Northwest SUV of the
Year Competition, presented by
the Northwest Automotive Press
Association (NWAPA), was
held March 27-29, at the 315-
acre DirtFish Rally School, 30
miles east of Seattle.
Affectionately known as
Mudfest, the 2012 event was
designed to extensively test and
score SUVs and related vehicles
in on- and off-road driving
conditions and present awards
to automakers that NWAPA
members deem the best of the best.
Twenty-six automotive broadcast and
print journalists from Washington,
Oregon, and British Columbia spent the
first day of the contest performing road
testing and course driving to determine
capabilities of each of the 25 entries,
scoring on vehicle seating, handling,
cargo capacity, braking, technology, and
other pertinent issues.
The second day of the event focused
on off-road driving activities to
determine ride and handling
characteristics of each vehicle on offroad
courses designed to test how each
SUV or crossover performed in gravel,
mud, and water conditions. At the end of
the day, NWAPA members presented
their final scores to judges and the
winners in four categories, as well as the
overall winner, were determined.
In the Compact category, entries
included 2012 models of the Honda CR-
V, Kia Sportage, Mazda CS-5 (2013),
Mini Countryman, Nissan Juke, Subaru
Impreza, and Volkswagen Tiguan.
The Family category had the Acura
RDS (2013) and 2012 models of the
The 2012 Jeep Wrangler Unlimited Rubicon was the
top off-road performer at Mudfest 2012.
Chevrolet Tahoe, Dodge Durango, Ford
Explorer, Kia Sorento, Mitsubishi
Outlander, and Subaru Forester.
Luxury category 2012 models included
the Acura RDX, BMW X6, Cadillac
SRX, Jeep Grand Cherokee, Land Rover
Evoque, Mercedes-Benz ML550,
Volkswagen Touareg VR6, and the Volvo
SC60 R-Design.
Rounding out the category were Off-
Road entries of the Jeep Wrangler
Unlimited, Land Rover Range Rover,
and Nissan Xterra.
Category winners were the 2013
Mazda CX-5 (Compact), the
2013 Acura RDX (Family), the
2012 Land Rover Evoque
Coupe, and the 2012 Jeep
Wrangler Unlimited (Off-
Road). The Northwest SUV of
the Year, as judged by
journalists, was the Land Rover
Evoque.
The Evoque, a new entry into
the crossover market, offers
unique styling and an amazing
2.0-L turbocharged engine that
produces 240HP and 250 lb.-ft.
of torque. The tested unit had a
six-speed automatic
transmission with paddle shifters and 19-
inch tires. With its Dynamic Stability
Control, Roll Stability Control, and Hill
Decent Control systems, the Evoque
performed well in on-road conditions and
offered exceptional performance in offroad
conditions.
The advanced suspension technologies
on the Evoque, including four-channel
all-terrain, anti-lock brakes and the
control systems noted above, also
included independent front and rear strut
suspensions with long-travel coil springs
Continued on page 32
Over 1000 transmissions in stock and ready to deliver!
We Supply:
n Automatics & Standards
n Foreign & Domestic - All Years, Makes, & Models
n Transfer Cases
n Differentials
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n Hard & Soft Parts
Competitive wholesale pricing –
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We offer towing and installation services.
Heavy Duty Applications for Towing
and Industrial use.
Now selling engines.
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No upfront core costs
We patronize local businesses,
keep your money local.
Transmission Remanufacturing Co, LLC
Locally owned since 1981
WASHINGTON
710 Washington Ave N
Kent, WA 98032
Toll Free - (800) 336-5525
Local - (253) 872-8200
www.trctrans.com
Parts & People May 2012 Page 31

Northwest SUV of the Year competition determines the best of the best
Continued from page 31
and anti-roll bars. The lightweight
but substantial suspension systems
provided genuine ride control,
especially in hardcore off-road
conditions.
For off-roading, it is difficult to
beat the rugged, but surprisingly
comfortable Jeep Wrangler
Unlimited. The Rubicon 4X4 model
entered at Mudfest is unquestionably
one of the toughest off-road vehicles
The 2013 Acura RDX was voted the Best Family
SUV at the Northwest SUV of the Year
competition.
ever manufactured. With a 3.6-L V-6
engine and featuring Electronic Stability
Control, four-wheel anti-lock brakes, Hill
Start Assist, 17-inch off-road tires, trilink
electronic locking rear differential,
transfer case skid plate, sway bars, and
plenty more, the Wrangler Rubicon is a
real-world performer in off-roading.
Both the Acura RDX and Mazda CX-5
are excellent vehicles in their own right.
They performed well and were hailed for
comfortable rides and superb on- and offroad
driving capabilities. n
In the Compact category, journalists voted
the 2013 Mazda CX-5 as the top vehicle at
Mudfest 2012.
Mechanical Repair Training Notes
CARQUEST Technical
Institute
To register, contact the local CARQUEST
store or visit http://carquest.com/carquest/
proCTIclassSchedule.html
Location TBD-Spokane, Wash.
• May 14-15-DSL-500 Ford 6.0 & 6.4
Power Stroke Diagnosis
Location TBD-Yakima, Wash.
• May 16-17-Vehicle Data Network
Diagnosis
Location TBD-Everett, Wash.
• May 30-New Vehicle Technologies:
Fluids & Lubricants
Renton Technical College-
Kent/Freemont/Bellevue, Wash.
• May 31-New Vehicle Technologies:
Coolants
Location TBD-Eugene, Ore.
• May 7-Essential lab-scope Usage
• May 9-Essential lab-scope Diagnostics
Location TBD-Salem, Ore.
• May 8-Essential lab-scope Usage
• May 10-Essential lab-scope Diagnostics
Location TBD-Portland w/Tigard, Ore.
• May 8-10-Advanced Diagnostic
Challenge
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POWERTRAIN HEADQUARTERS
Location TBD-Vancouver/Portland/
Interstate, Ore.
• May 15-17-DSL-500 Ford 6.0 & 6.4
Power Stroke Diagnosis
Location TBD-Gresham/
Portland Eastside, Ore.
• May 22-24-Advanced Diagnostic
Challenge
Location TBD-Albany, Ore.
• May 24-Tire Pressure Monitoring
Systems: Update
Location TBD-Pocatello, Idaho.
• May 21-22- Advanced Diagnostic
Challenge
Location TBD-Boise, Idaho.
• May 23-New Vehicle Technologies:
Fluids & Lubricants
RLO Training
For more information on these online
Workshops, call 800-755-0988 or visit
www.rlotraining.com. All times are PST.
RLO Training Center-
Federal Way, Wash.
• May 7-11-Advanced Selling Skills
Hunter Engineering
Training
For more information or to register,
call 800-448-6848 ext. 1 or visit
www.hunter.com.
Seattle Training Center-Seattle
• May 8-Alignment Fundamentals Level I
Automotive Research
and Designs
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.
Northwest Automotive
Technicians Society
Training
There are no fees to attend. Interested
parties can contact Jay Kuykendall at 503-
737-9501 or Marlin Good at 971-221-6791
or e-mail nwautotechs@nwautotechs.com.
Clackamas Community College,
Automotive Shop-Oregon City, Ore.
• May 16-NATS Meeting: Transducer
Testing
Electronic Fuel Injection
(EFI) University Training
The EFI Tuning Workshop is designed to
help novice and moderately experienced
tuners gain the essential knowledge and
hands-on experience to move to the next
level of tuning. For more information call
909-461-9106 or visit www.efi101.com.
Pina Motorsports-Kent, Wash.
• May 19-20-EFI 101
• May 21-EFI Advanced
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.
Embassy Suites-Lynnwood, Wash.
• May 19-20-Mini R56 Complete Vehicle
ACDelco Training
For more information, visit
www.acdelcotechconnect.com.
South Puget Sound Community
College-Olympia, Wash.
• May 22, 23, 24-Advanced Drivability
Diagnostics n
Page 32 May 2012 Parts & People www.partsandpeople.com

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
Parts & People May 2012 Page 33

Toyota’s 2012 Camry Hybrid is an eco-friendly vehicle with personality
by Dan 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 ecofriendly
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 best-selling 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
The 2012 Toyota Camry XLE Hybrid combines
efficiency with practicality and a fun-to-drive nature.
balance shaft is coated with a low-friction
resin.
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.
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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Chrysler Jeep Dodge Bellevue
120 116th Avenue NE
Bellevue, WA 98004
(425) 637-1310
Dave Smith Motors
210 N. Division
Kellogg, ID 83837
(877) 572-7870
Larson Chrysler Jeep Dodge Ram
2001 N. Meridian
Puyallup, WA 98371
(253) 671-6550
Tacoma Dodge Chrysler Jeep
4101 S. Tacoma Way
Tacoma, WA 98409
(800) 562-3688
Tonkin Parts Center
12155 NE Airport Way
Portland, OR 97220
(877) RT-PARTS
(503) 546-6900
Town & Country Chrysler Jeep Dodge
13733 Aurora Avenue N.
Seattle, WA 98133
(800) 999-JEEP
(206) 365-4930
© 2011, Chrysler Group LLC. All rights reserved. Chrysler, Jeep, Dodge, Ram, SRT and Mopar are registered trademarks of Chrysler Group LLC. Printed in U.S.A.
Page 34 May 2012 Parts & People www.partsandpeople.com

Cooper’s Keys to Auto Repair Profits
Measure your customers’ satisfaction the right way
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
Bob Cooper
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
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
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Parts & People May 2012 Page 35

People & Places
compiled by Jerold B. Smith
OREGON
Portland Transmission
Warehouse (PTW) will present its 30th
annual Spring Classic Auto Exhibit &
Gathering on May 12, in Portland. The
event, which is staged on several blocks
around PTW at Southeast 11th and Clay
streets, draws more than 1,000 customs,
rods, classics, motorcycles, and other
specialty vehicles. It is open to all
participants and has no entry fees. For
details, call 800-444-4556.
PTW’s Ross Bradshaw was elected
president of the Northwest
Automotive Trades Association
(NATA) at its March board meeting. He
succeeds Bob
Anderson of AJ’s Auto
Repair in Salem, who
served as president of
the group for several
terms. Other new
NATA officers are
Ross Bradshaw
of Portland
Transmission
Warehouse is the
new president of
the Northwest
Automotive
Trades
Association.
Mary Ann Trout, coowner
of Hillsboro
Auto Wrecking, vice
president; Rick Field
of Salem
Transmission,
secretary; and Scott
Asla of S&S Auto
Parts in LaPine, treasurer.
Bob Anderson and his partner, Glen
Jones, at AJ’s Auto Repair in Salem
have much to be proud of as the shop was
recently named one of the 2012 100 Best
Green Companies to Work for in Oregon
by Oregon Business Magazine. The shop
was recognized for its green policies and
exceptional employee environmental and
recycling practices. The awards ceremony
will be May 31, at The Nines Hotel in
Portland.
John Randall recently became the
general manager of the NAPA Portland
Distribution Center (DC). He has been
with NAPA for 24
years and returns to the
Northwest after serving
as general manager at
the Omaha, Neb., DC.
Prior to that, Randall
held sales manager
positions in Salt Lake
City and Dallas, where
he also spent nine
years as operations
manager. An Oak
Harbor, Wash., native,
he said he is excited to
John Randall is
the new general
manager at the
NAPA Portland
Distribution
Center.
be back in the Northwest. “Portland has
always been a leader and a Top 10 NAPA
location,” he said, adding that the DC
serves 107 independent jobbers and nine
company-owned NAPA stores.
WASHINGTON
After years of planning, fundraising, and
construction, LeMay-America’s Car
Museum (ACM) will stage its grand
opening June 1-3, in Tacoma near the
Tacoma Dome. The state-of-the-art
museum is expected to draw more than
425,000 global visitors each year to the
largest private collection of classic cars in
the world. For details on the museum and
tickets for the grand opening events, visit
www.lemaymuseum.org. (See related
article, p. 29)
After two years of deliberation, the
Metropolitan King County Council
has approved a process for redeveloping
the 52-year-old Pacific Raceways (PR)
in Kent. The 327-acre motorsports track
would get a privately financed $130
million upgrade under plans proposed by
PR President Jason Fiorito. The plan
includes major improvements to the drag
strip and road-racing course, as well as
adding 1 million square feet of retail,
office, shopping, light industry, and racingrelated
manufacturing facilities. More than
860 permanent jobs would be created at the
site, in addition to some 300 temporary
construction jobs. The project is estimated
to begin in three years. Officials in nearby
Kent and Auburn say the improvements
will attract more racing events and increase
revenues at restaurants, hotels, and other
businesses in the area.
The Professional Automotive
Training Center at Shoreline
Community College (SCC) recently
held a gathering of industry and education
specialists to explore how the two entities
can work together to bridge the gap
between today’s realities and tomorrow’s
demands for training, education, and
employment. Sponsored by the National
Coalition of Certification Centers (NC3)
and Snap-on Tools, a roundtable discussion
included officials from Snap-on, Boeing,
Royell Manufacturing, education officials
from Miramar Community College (San
Diego), Gateway Community College
(Wisconsin), Francis Tuttle Technology
Center (Oklahoma), and officials from
local colleges SCC, Edmonds Community
College, and Lake Washington Technical
Institute. “This was a groundbreaking
event,” said Roger Tadajewski,
executive director of NC3. “We have
college presidents, national industry
leaders, and local manufacturers all talking
about how to work together.” The value of
NC3 was presented to automotive industry
leaders by a panel at the 2011 Global
Automotive Aftermarket Industry gathering
in Chicago.
The Boyd Group Inc. of Toronto
recently announced that it has acquired a
12,200-square-foot collision repair facility
in Marysville that will now operate under
the Gerber Collision & Glass trade
name. The group currently operates 139
collision shops in the U.S., including 12 in
Washington. Boyd is the largest operator of
collision repair facilities in North America,
operating under several trade names in
western Canada and 14 states.
Muffler and exhaust system service
facilities in the state are being cited by the
Washington State Patrol (WSP) for
not identifying the source of catalytic
converters they replace on vehicles. In an
effort to stop thefts of catalytic converters,
WSP has issued citations to muffler,
exhaust, and repair shops, as well as core
buyers and scrap metal operators for
having unidentified converters in their
possession. Citations are $100 per used
catalytic converter. For additional
information, contact the Auto Recyclers of
Washington at arow@isomedia.com.
Of the more than 759,000 automotive
technicians in the U.S., 20 outstanding
individuals have qualified for the
prestigious 2012 World Class
Technician Award. The Automotive
Aftermarket Industry Association (AAIA)
and the National Institute for Automotive
Service Excellence (ASE) worked together
to recognize those professional technicians
who tested and obtained ASE certifications
in 22 specialty areas during the 2011 ASE
test period. The only Northwest recipient of
the award was Timothy Feldhaus of
Kettle Falls. In the past 26 years, only
1,833 technicians have been honored with
the award.
AAA Washington and Club Assist
recently hosted the 2012 Regional Battery
Service Skills Challenge, presenting the
Battery Service Technician Award
to Stuart Curry of Bethel Towing in
Port Orchard. Seven auto technicians
from across Washington state and northern
Idaho competed in the challenge, which
evaluated their response to a mock-up
scenario that included an in-bound call for
assistance with a dead battery. Curry was
awarded $1,500 for finishing in first place.
The Action Autoparts chain,
headquartered at its Shoreline store with
outlets in Everett, Lynnwood, and the
Greenlake District of Seattle, has been
acquired by Portland-based Baxter Auto
Parts, Action Owner Joe McIntosh said.
Along with partner Del Lowell, whose
interest in the company was bought out
Continued on page 37
Page 36 May 2012 Parts & People www.partsandpeople.com

Continued from page 36
years ago, McIntosh founded the last
remaining independent auto parts chain in
the region in 1963. McIntosh remains the
owner of Action Machine, a longtime
automotive machine shop located adjacent
to the Shoreline store and managed by Rob
Estes. All employees of Action will
remain with the Baxter group except
McIntosh and Mark Thompson, a 40-
year office employee who will also work at
the machine shop operation.
Carriage Case Collision Center in
Kenmore has become a Fix Auto USA
franchise and is now operating as Fix
Auto Northshore, said Owner Jeff
Schoonover. The shop becomes the sixth
franchise in the Seattle area for Fix Auto
and the 12th in the Northwest region. “I’ve
watched Fix Auto gain significant
momentum in the Seattle area over a short
period of time,” Schoonover said. “The
caliber of Fix Auto shops in my market is
unparalleled. I am confident that together
will be unstoppable.”
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
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.
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 broke
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.
• OE-QUALITY, FIT AND FUNCTION
The right part, the right fit. Better dependability and quicker, easier
installations.
• ENGINEERING
Each GM Powertrain component incorporates the very latest engineering
technology.
• POWERFUL WARRANTY
3 years/100,000 miles* for GM OE Powertrain. 2 years / 50,000 miles*
for GM Performance Parts Engines. Warranty covers both parts and labor.
• INDEPENDENT SERVICE CENTER WARRANTY
The installing independent service center may perform the GM Powertrain
warranty repairs.
• WARRANTY FLEXIBILITY ADDS VALUE
Warranties reside with the vehicle, not the owner, so vehicles can be sold
with an added value of the warranty.
• INSTALLATION SUPPORT
GM, Ford and Chrysler makes it 3X easier for you to receive product,
warranty, availability and purchase information, as well as technical support
1-866-OE-PARTS (1-866-637-2787).
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
— within each premium friction line
product.
Continued on page 38
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.
Jet Chevrolet
• Same-day /Next-day delivery
to most areas
• Low cost shipping to Alaska
Federal Way, WA
Parts Phone: 800-257-6655
McCurley
Chevrolet Cadillac
Pasco, WA
Parts Phone: 800-456-6257
*Whichever comes first — from date and mileage of installation by an
authorized GM Dealer or a qualified service center. For over-the-counter
sales, warranty begins on the date and mileage of retail sale. Contact your
Genuine GM Parts dealer for details.
See your Genuine GM Parts dealer for peace-of-mind and competitive prices
Parts & People May 2012 Page 37

People & Places
Continued from page 37
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
Our regional
editions serve:
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& NW Nevada
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RIVER VALLEY
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The readers of the
magazine auto motor
und sport have cast
their vote: Bilstein
remains unbeaten in
the Sports
Suspension/Springs/
Shock Absorbers
category.
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
Also available
online
This publication serves the
NORTHWEST REGION
including Washington,
Oregon, Idaho, Montana
& Alaska
Each of our six regional editions is viewable online
in our turn-page format.
Visit us at www.partsandpeople.com
“most admired” motor vehicle parts
supplier by the U.S. business magazine
Fortune. Bosch 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.
NATEF introduces its new accreditation
logo.
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.
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
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 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 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.
Rick Cole (r.) has joined Barrett-Jackson
as an Automotive Specialist to help
consign collector cars and automobile
collections.
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 changes to
its aftermarket sales
leadership team. Ray
Swetman has joined
Delphi Product &
Service Solutions
Ray Swetman
joins Delphi
Product &
Service Solutions
(DPSS) as vice
president, sales,
independent
aftermarket,
North America.
Continued on page 39
Page 38 May 2012 Parts & People www.partsandpeople.com

Continued from page 38
(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,
Calendar
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.
May 7-8 * Annual Business Meeting,
Automotive Service Association (ASA),
Grand Hyatt at DFW Airport, Dallas, Texas.
Visit www.asashop.org for details.
May 12 * 30th annual Spring Classic
Auto Exhibit & Gathering, sponsored by
Portland Transmission Warehouse, S.E.
11th & Clay Streets, Portland, Ore. For
details, call 800-444-4556.
May 15-17 * 2012 PBES Conference,
sponsored by AAIA, Embassy Suites,
Scottsdale, Ariz. Visit www.aftermarket.org.
May 16 * Spring Luncheon, Automotive
Old Timers of Washington. Johnny’s
Restaurant, Fife, Wash. Contact Mike Shea
at 253-848-1975.
May 16-17 * 2012 Global Automotive
Aftermarket Symposium (GAAS), Hyatt
Regency O’Hare, Chicago. Visit
www.globalsymposium.org.
June 1-3 * Grand Opening festivities,
LeMay-America’s Car Museum, Tacoma,
Wash. For details and tickets visit
www.lemaymuseum.org.
June 11-17 * 2012 National
Automotive Service Professionals Week,
coordinated by ASE. Visit www.ase.com.
June 14-16 * The Great West Truck
Show, Sands Expo & Convention Center,
Las Vegas. Visit
www.greatwesttruckshow.com.
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
compiled by Jerold B. Smith
June 15-17 * 2012 SCCA Rose Cup
Races, Portland International Raceway,
Portland, Ore. Visit www.rosecup.com.
June 16 * Silver Car Auction, in
conjunction with the Car d’Lane Classic
Car Weekend, Coeur d’Alene, Idaho. Visit
www.silverauctions.com.
June 27 * First annual I-CAR NW
Region Golf Fund Raiser, Redmond Ridge
Golf Club, Redmond, Wash. For details,
contact Dick Klesick at 425-879-3214, or
Bob Mickey at 847-915-8173.
June 28-30 * Semi-annual Retreat &
Management Conference, ASA of
Washington, Semiahmoo Resort, Blaine,
Wash. call 253-473-6970 or visit
www.asawa.com.
June 29-July 1 * Pacific Northwest
Historics Vintage Car Races, Pacific
Raceway, Kent, Wash. Visit
www.sovren.com.
July 7-8 * Portland Historic Races,
Portland International Raceway, Portland,
Ore. Visit www.sovren.org.
July 14 * Silver Car Auction, in
conjunction with the 42nd annual Spokane
Swap Meet, Spokane County Fair & Expo
Center, Spokane, Wash. Visit
www.silverauctions.com.
July 18-20 * I-CAR Industry Event,
Hyatt Regency, San Antonio, Texas. Visit
www.i-car.com.
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
Advertisers’ Index
Ferdinand Alexander Porsche,
the creator of the Porsche 911,
died April 5.
ACDelco ............................................................9
Aluminum Head Rebuilders............................35
ASA Automotive Systems, LLC........................6
Autotech Systems.............................................8
BMW of Bellevue ............................................35
BMW Seattle ...................................................22
Broadway Toyota ............................................10
CEMB USA......................................................18
Chrysler Jeep Dodge of Bellevue...................24
Chrysler LLC ...................................................34
Drivelines NW, Inc...........................................12
Elite Worldwide ...............................................36
Engine & Performance Warehouse, Inc. ..........7
Exedy Global Parts Corp..................................5
Federated Auto Parts......................................10
GAAS...............................................................33
HD Group ........................................................14
Heads Up, Inc. ................................................28
Honda of Seattle .............................................23
Husky Truck Center ........................................30
Jasper Engines & Transmissions....................29
Jet Chevrolet...................................................37
Kia Motors America ........................................28
for all time.” His childhood was shaped
by cars, and he spent much of his time in
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
LDC Equipment ..............................................19
LKQ, Foster Auto Parts...................................25
McCurley Chevrolet Cadillac..........................37
Mercedes-Benz USA LLC ..........................2, 15
Michael’s Chevrolet of Issaquah ....................19
NAPA ProLink....................................................4
Northwest Industrial Equipment, Inc..............18
Possy...............................................................17
Precision for Collision .....................................20
Scarff Ford-Isuzu ............................................32
Sea Foam Products........................................16
Seattle Mini......................................................22
Stadium Nissan...............................................23
Tenneco Automotive.......................................11
Tonkin Wholesale Parts ..................................21
Total Lubricants USA Inc. ...............................40
Toyota of Seattle .............................................23
Transmission Exchange Co............................26
Transmission Rebuild Center .........................31
University Volkswagen Audi ...........................27
Valley Gear & Transmission ..............................6
Warehouse West.............................................16
Zurich...............................................................13
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