Customer service is a priority at Shutes Alignment & Frey Tire in ...

RV/C
Serving Missouri, Illinois, S. Indiana & W. Kentucky Volume 10 Number 5 May 2012
PRSRT STD
U.S. Postage
PAID
Columbia, MO
Permit No. 353
RIVER VALLEY EDITION
Customer service is a priority at
Shutes Alignment & Frey Tire in Danville
by Rick Wade
Danville, Ill.—The key to
success is simple, according to
Brian Reynolds, general manager
of Shutes Alignment & Frey Tire
in Danville, Ill.
“Take care of the people with
quality parts, quality service, and
honest repairs. That’s all it takes
— it’s easy,” Reynolds said.
“When we have our weekly
meetings, I stress, ‘Find a way to
say yes.’ If somebody has
grinding brakes, you’ve got to
find a way to get them in and get
them done, right now,” he said,
snapping his fingers to make his
point.
“Face it, car repair is like going to the
doctor; there’s nothing convenient about it.
You have to find a ride, or get off work a
couple of hours,” he said. “We take the pain
out of that. We pick up vehicles, deliver them
when they’re done, offer shuttle service,
whatever we can do. You have to.”
Reynolds (who started tinkering with cars
as a child growing up on a central Illinois
family farm) began working on vehicles for
a living in 1987, he said. In July 2005,
Reynolds and his wife, Parts Specialist
Brian Reynolds (r.), general manager of Shutes
Alignment & Frey Tire, says tire sales are a big part of his
business, accounting for 40 percent.
Mindy, took over Shutes Alignment & Frey
Tire.
The facility is approximately 10,500
square feet, with nine service bays and two
flat stalls. He said he employs six full-time
and one part-time technician, and everyone
is ASE certified. Shutes is also part of the
Coast to Coast Nationwide Service Warranty
system, Reynolds said.
“We’re real big on scheduled
maintenance, helping customers protect their
investment,” he said. “We do a lot of brakes,
suspension, alignments, tires, and a fair
Electronic Service Requested
Automotive Counseling & Publishing Co. Inc.
899 Logan St., Suite 311
Denver, CO 80203
Automotive Counseling & Publishing Co. Inc.
3801 McKelvey Rd., Suite 106 • Bridgeton, MO 63044
amount of electrical. We can tackle
about any job that comes in the door.
We’re averaging more than 30 cars
and 11 alignments a day.”
Reynolds said new and used tire sales
at one time made up nearly 73 percent
of his business and is now about 40
percent, though tires are still a big part of
the business. “We have more than 500
new tires on hand, and maybe 300-400
used tires in storage,” he said, adding
that his suppliers are Community
Wholesale Tire out of St. Louis and U.S.
AutoForce.
“We’re on Michelin and B.F.
Goodrich’s Uniroyal programs, too. We
sell a lot of those, a lot of
Firestone/Bridgestone, along with some
Goodyear, Continental, General, and even a
few Kumho and Nexen tires” Reynolds said.
“I have access to every make, model, and
Online Edition at
www.partsandpeople.com
Continued on page 20
INSIDE Parts & People
More than 9,800 circulated
Axleboy offers ‘green’ reman products
with ingenuity and improvements . . . . 3
What is old is new again at
Axleboy Enterprises’
remanufacturing division,
which adds new life to endof-life
components by mixing
big production ideas with
small-business agility.
New MATR officers weigh in on
association goals and challenges . . . . 3
Acquiring quality salvage, continuing to be
proactive legislatively, and building
membership top the list of challenges and
goals for newly elected Missouri Auto & Truck
Recyclers Association (MATR) officers.
Hi-Tech expands services to meet
customers’ demands and budgets . . . 7
Adapting to customers’
needs has diversified
Hi-Tech Automotive’s
services, including engine
and transmission rebuilds.
Parts & People May 2012 Page 1
Automotive Recycling & “Green” Practices / Undercar Maintenance & Repair Focus Issue
COLLISION REPAIR
Pages 15-19 C1-C4
Certified Collision expands, diversifies
with mechanical repairs . . . . . . . . .15
Owners Lance Sutton
and Tim Davis have
expanded from one
shop to five, the newest
of which is located in
St. Clair.
Collision Repair Training Notes . . .16
Automakers increasingly turn to I-CAR
for training, certification programs . C-2
As automakers open up their collision shop
certification programs to independent shops
as well as dealers, they are increasingly
making I-CAR training part of the program
requirements.
Essentials shops should understand
about DRP contracts before signing . 17
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
Auto Notes . . . . . . . . . . . . . . . . . . . . . 10
Despite high fuel prices, almost every auto
and truck manufacturer had an exceptional
first quarter.
Energy Suspension perfects polyurethane
parts for cars and trucks . . . . . . . . . . . 11
Rural JC Auto & Truck Parts concentrates
on wide wholesale distribution . . . . . . 13
Monroe, Mo.,
recycler and
distributor delivers
new and used
parts to several
large metropolitan
areas.
Mechanical Repair Training Notes . . 22
Knowing customer base, competition
helps shops advertise effectively . . . 23
Cooper’s Keys to Auto Repair Profits . . 25
People & Places . . . . . . . . . . . . . . . . . 26

Steer clear of suspect struts.
Trust only Genuine Mercedes-Benz Parts.
Non-genuine parts can put your successful business on a rocky road.
Only Genuine Mercedes-Benz Remanufactured Parts fit the exacting
specifications of Mercedes-Benz, saving you time and money in the long run.
Available on demand at a significant savings, with the same warranty
as our new parts, our extensive inventory helps you meet the superior
standards your customers expect.
Trust your business to Genuine Mercedes-Benz Remanufactured Parts.
Contact an authorized Mercedes-Benz dealer or
learn more at mbwholesaleparts.com.
���������������������������������������
��������������������������������������
����������������������������������������
Page 2 May 2012 Parts & People www.partsandpeople.com

Automotive Recycling & “Green” Practices / Undercar Maintenance & Repair Focus Issue
Axleboy’s reman business booms with products as good or better than originals
by Steve Birmingham
St. Peters, Mo.—What is
old is new again at Axleboy
Enterprises’ remanufacturing
division, which adds new life
to end-of-life components by
mixing big production ideas
with small-business agility,
Owner Scott Carline said.
As a successful full-service
and off-road shop, Carline
said Axleboy searched for
additional revenue streams
when the economy began to
sour and entered general auto
and truck repair as a
CARQUEST Tech-Net
Professional Service Center. Axleboy
Remanufacturing soon followed, he said,
which now refurbishes steering, drive
axles, and gear-driven components,
specializing in light truck and airport
ground services equipment.
“Remanufacturing now represents 70
percent of our business,” Carline said.
He also stressed that using
remanufactured parts leads to a “greener”
environment.
“In the original manufacturing process,
Owner Scott Carline (l.) and Service Manager Craig de
Garcia sort out service appointment calls and customer
questions. Remanufacturing represents 70 percent of
Axleboy Enterprises’ business, Carline says.
it’s necessary to extract ore out of the
ground, then it has to go to a foundry and
be poured,” he said. “At Axleboy’s we
recover 60 to 80 percent of that energy
used during the casting process by
remanufacturing products.”
Carline said his customers realize
savings by purchasing remanufactured
parts because a remanufactured axle is
easier to install and a more complete
product, compared to a new one that has
to be finalized with all its necessary
additional components to make it
functional. Remanufactured parts can
also be improved from the original, he
added.
“Axleboy’s remanufactured casings
and parts are equal
to, or better than,
original parts when
they leave our
shop,” said Carline,
who cited the use
of unseasoned
cases as the cause
of many bearing
failures he sees, even after a bearing
has been replaced in an original
housing.
Lean manufacturing and just-in-time
manufacturing has led to a reduced
seasoning time, whereas in the past, axle
manufacturers would let assembled
housings age in a yard, he said. The aging
process would allow the housings to
expand and contract and finally settle on
a permanent set of dimensions, but with
lean manufacturing, the housings can
“practically come right out of welding to
assembly and right onto the OEM for
install, Carline said.
“The field approach isn’t
efficient, and we find it
easier to do an exchange
unit in our own environment
than it is to do field repair.”
New MATR officers weigh in on association goals and challenges
by Rob Merwin
Jefferson City, Mo.—Acquiring quality
salvage, continuing to be proactive
legislatively, and building membership
top the list of challenges and goals for
newly elected Missouri Auto & Truck
Recyclers Association (MATR) officers.
MATR Secretary Joseph Heiman, of
Al’s Foreign Auto Salvage in St. Louis,
said there are a number of complications
in purchasing quality salvage
vehicles, including out-ofcountry
buyers with larger
budgets and unregulated usedcar
buyers purchasing salvage
vehicles to repair and sell.
“Many of these buyers
dispose of waste and biproducts
improperly, which allows them
to have lower production costs and,
consequently, more to spend on salvage
vehicles,” he said. “I think it’s important
to report such violations and have MATR
work with enforcement to regulate these
buyers and level the playing field. The
changing rules of bi-product disposal, the
rising cost of inventory, and the constant
battle for accurate parts grading all
present challenges we can help each other
overcome.”
Another challenge is adapting to a
depressed economy, said MATR
President Brad Schwartz, of Liberty Auto
Salvage in St. Louis, who assumed the
office from Dan Richardson, now MATR
past president, of Rich Industries in Kansas
City. “The ripples affect us through
changes within the insurance companies,
cost of salvage, competition from sister
industries, and bills introduced in the
Missouri legislature,” Schwartz said.
MATR has just begun a newsletter for members, which
examines legislative concerns, as well as highlighting
current events and the state of the association.
He said the global market now accounts
for approximately 40 percent of salvage
sold at insurance auctions. Among the
proposed bills that often circulate through
the Missouri legislature, and which relate
directly to the industry, are ones that
involve opening the insurance auction
pools to the public, restrictions or changes
on titling vehicles, environmental issues,
and scrap metals, Schwartz said.
MATR Treasurer Ron Smith, of
Hillsdale Auto Parts in St. Louis, said
“state representatives and senators need to
be educated on how the industry works,”
and MATR members “need to be informed
on what’s going on at the state capitol.”
Heiman said MATR has worked in the
past to prevent individuals from purchasing
vehicles at salvage auctions. “I believe
those actions have helped all our members
on a day-to-day basis,
more than some would
realize. I do, however,
think the insurance
auctions will again
push the issue and I
trust MATR will be
ready.” He said he
questions SB No. 633,
which he said might
lead to future
complications and “has me concerned
mainly because it will allow the sale of a
10-year-old scrap vehicle to a crusher
without a title.”
Smith added that recyclers can also meet
some of those challenges by adjusting their
businesses to match the vehicles they can
buy.
MATR has just begun a newsletter for
members, which examines legislative
concerns, as well as highlighting current
events and the state of the association,
Heiman said.
As a result, the housings get put into
service without ever settling on their final
dimensions. “When we take a seasoned
housing, it has undergone countless heatup
and cool-down cycles, and the sizing
is locked and not
likely to change.
The result is a more
permanent build
with little
fluctuation in
sizing,” he said.
Axleboy
produced 800
remanufactured axles in 2011 on
equipment designed and built in-house,
Carline said. The 9,000-square-foot shop
also has a BrakeQuip brake hose machine
that allows them to build brake lines from
scratch at any length and of any material,
he said. The machine allows them to
make a brake hose in a “matter of
minutes” and enables them to deliver
remanufactured axles to its customers that
are completely assembled and ready to
install.
“The sheer volume of our
remanufacturing makes us one of the
Continued on page 6
The MATR board is also holding
conference calls for board members once
every two or three months to discuss the
issues affecting the industry, Schwartz said.
“Our most recent topic dealt with a
proposed bill regarding abandoned vehicles
and their titling requirements.”
All officers said
increased MATR
membership was a
shared goal.
“I would love to
be able to grow
active
membership,”
Heiman said. “I
think that MATR
was such a great
association and could be again when we
motivate membership.”
Smith said he hopes that in his new
position he can increase membership, both
regular and associate, through the
newsletter and informing salvage dealers
of MATR benefits. n
“ … The rising cost of
inventory and the constant
battle for accurate parts
grading all present
challenges we can help each
other overcome.”
Editor’s note: MATR Vice President
Dean Yancey was unavailable for
comment.
Parts & People May 2012 Page 3

Parts & People
The Monthly Regional Publication
for River Valley
Automotive Specialists
Volume 10 / Number 5, May 2012
Publisher: Lance Buchner
Associate Publisher: Michael Anderson
Managing Editor: Rob Merwin
Contributors:
Matthew Sevart, Jerold B. Smith,
John Yoswick, Dick DeLoach,
Steve Birmingham, Rick Wade’
Joann Kuehl
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
River Valley Edition offices
3801 McKelvey Rd., Suite 106
Bridgeton, MO 63044
Phone: 314-637-5386
Toll Free: 855-209-0988
heather.weber@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@partsandpeople.com
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 River Valley
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.
is available at…
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
Some “need to know facts” about
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
Never heard of ?
Don’t worry
you’re not
MOST IMPORTANTLY,
• They’re America’s leading supplier of
OE quality parts for Hyundai, KIA &
GM�Daewoo.
• By specializing in ONLY these
3 brands, they o�er almost every
mechanical part involved.
• They provide “hard to find” parts
not available through tradi�onal
a�ermarket channels.
St. Louis locations
Berkeley • Chesterfield • Collinsville • Crestwood • St. Peters
Since
1912
• Parts come from Korean ISO�14000,
QS�9000 and ISO/TS�16949 cer�fied
OE manufactures.
• Parts not warehoused locally can
order and ship, same day by 2:00 PM
central from Florida.
alone. For updated parts cataloging go to:
www.auto7inc.com
also available on most e�cats.
(314) 427-4620
WWW.STONEWHEEL.COM
Your Wholesale ONLY Auto Part source for the next 100 years.
Page 4 May 2012 Parts & People www.partsandpeople.com

Only 35 percent of hybrid owners buying hybrids again, according to Polk
Southfield, Mich.—While the selection
of hybrid models in the U.S. has more than
doubled since 2007, only 35 percent of
hybrid vehicle owners chose to purchase a
hybrid again when returning to market in
2011, according to recent analysis by Polk.
If repurchase behavior among the highvolume
audience of Toyota Prius owners
isn’t factored in, hybrid loyalty drops to
less than 25 percent.
However, hybrid owners appear to
maintain brand loyalty when returning to
the new-car market. For example, in 2011,
60 percent of Toyota hybrid owners
returned to the market to purchase another
Toyota, according to Polk, while 41 percent
of them purchased another hybrid from any
brand. In the case of Honda hybrid owners,
more than 52 percent of them stayed with
the Honda brand, while just less than 20
percent of this same owner group bought
another hybrid vehicle from any brand.
“Having a hybrid in the product lineup
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 that participate in the
survey. n
can certainly give a brand a competitive
edge when it comes to attracting new
customers,” said Brad Smith, director of
Polk’s Loyalty Management Practice. “The
repurchase rates of hybrid vehicles are an
indication that consumers are continuing to
seek alternative solutions to high fuel
prices.”
Online cross-shopping data from
Edmunds.com indicates that consumers are
doing their due diligence to compare
hybrids with similar gasoline-powered
vehicles. As an example, the Honda Civic
is the second most cross-shopped vehicle
among both Toyota Prius and Honda
Insight shoppers.
Hybrid vehicles represent just 2.4
percent of the overall new-vehicle market
in the U.S., according to Polk, down from a
high of 2.9 percent in 2008.
“The lineup of alternate drive vehicles
and their premium price points just aren’t
appealing enough to consumers to give the
segment the momentum it once anticipated,
especially given the growing strength of
fuel economy among compact and midsize
competitors,” according to Lacey Plache,
Edmunds.com chief economist. “For EVs
and PHEVs in particular, certain obstacles
— including consumer unease with
unfamiliar technology and the lack of an
adequate recharging infrastructure — will
need to be overcome before sales
increase.”
Polk’s research also indicates that
volatility in fuel prices between 2008 and
2011, which ranged from just under
$2.00/gallon to nearly $4.00/gallon, had
little impact on hybrid segment loyalty. n
Parts & People May 2012 Page 5

Axleboy’s reman business booms with products as good or better than originals
Continued from page 3
largest bearing and differential
distributors in the area,” he said, “which
gives us the ability to stock and resell
differential and driveline parts more
competitively than the average parts store
or driveline vendor.
“What we’re doing now in the
remanufacturing line is similar to some
other remanufacturers, where we have
products stocked that we sell on an
exchange basis.”
Axleboy employs 10 technicians, two
Axleboy Enterprises Owner Scott Carline readies
the BrakeQuip hose machine to assemble a
custom-made brake hose.
of whom work in general repair and the
remainder on the remanufacturing side,
he said. His general repair technicians are
ASE certified and all his remanufacturing
technicians are Timken certified, said
Carline, adding that he is a master auto,
master medium/heavy truck, and master
truck equipment specialist, as well as
automotive L1, automotive service
advisor, and parts specialist.
Carline said he developed what he calls
a “cellular reconditioning facility” to
remanufacture drive axles and steering
axles. The triangular-shaped cellular
reconditioning facility includes a
teardown area (or cell), a bearing
pull area, and an assembly area,
each staffed by a technician, he
said. A holding area is located in
the middle, where parts are
placed once they’re torn down,
taken for cleaning, and moved to
the assembly area.
“That way, with the holding
area, the rear axles keep their
identity, and all its parts go back
into it,” he said. “Unlike front
axles, the rears have more
precision measurements, so we
think it’s more important to keep
those together.”
Carline said Axleboy is
taking more of a
manufacturer and
recovery approach to
what they are doing,
rather than a field
approach an average
technician would be
expected to perform. The
difference is
considerable, he said.
“The field approach
isn’t efficient, and we
find it easier to do an
exchange unit in our own environment
than it is to do field repair,” Carline said.
“In the field, it would take days for a
rebuild without the proper holding
fixtures and equipment because the parts
are so awkward and heavy to deal with —
Technician Greg Tuepker starts the disassembly process of
replacing a hub on a 2004 Ford F-350.
there are time and cost savings, as well as
improved accuracy.”
Carline said supplying area parts
houses with his products and parts is in
the process of being implemented but is
not yet fully realized. n
NTEA’s Green Truck Association
announces technology councils
Farmington Hills, Mich.—The Green
Truck Association (GTA) announced the
formation of three technology councils to
better represent specific segments within
the green truck industry. Technology
Councils operate under the GTA
umbrella. GTA is an affiliate division of
the NTEA – the association for the work
truck industry.
GTA Technology Councils and their
purposes are:
• Sustainable Integration Technology
Council – advances the integration of,
and resolves the technical
communications for, upfitters of green
technologies within the work truck
industry.
• Lightweight Materials Technology
Council – brings together work truck
professionals, technical experts, and
government representatives as a means
to compile information about the
development and usage of lightweight
Daily deliveries to
Saint Louis, Jeff City,
Springfield, Columbia &
all points in between.
materials in the manufacture,
specification, and operation of truck
equipment and related accessories for
fuel efficiency; vehicle “right sizing”;
carbon reduction; operational
longevity; recycling; general masscompounding;
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
OVER 25 ACRES OF LATE MODEL
CAR & TRUCK PARTS
1-800-264-3294
Phone: 573-265-3294
www.stjamesauto.net
Specializing
in Truck &
SUV Parts
HOURS:
M-F 8AM - 5PM
Page 6 May 2012 Parts & People www.partsandpeople.com

Hi-Tech expands services to meet customers’ demands and budgets
Hi-Tech Automotive Owner Tom Barrows
uses AllData to find the fuel injector fix for
a Corvette.
by Steve Birmingham
Cape Girardeau, Mo.—Adapting to
customers’ needs has diversified Hi-Tech
Automotives’ services, including engine
and transmission rebuilds, Owner Tom
Barrows said.
While the 27-year-old shop largely
performs drivability services, it has
expanded its focus to meet the demands
of today’s economy, he said.
“People will just say, ‘Get it running,’”
he said, adding that Hi-Tech performs
general mechanical repair, overhauls,
rebuilds, engine swaps, differentials,
transmissions, and air-conditioning.
Barrows said he installs Ford, Chrysler,
and GM OE engines, as well as
remanufactured units from Jasper
Engines. Going green means rebuilding
instead of just replacing, he said, so even
though most of the automatic
transmissions they deal with get replaced
because of warranty factors, standard
transmissions, transfer cases, and
differentials get rebuilt right in his shop.
When he replaces a transmission he
“You never stop learning in
this business and if you're not
willing to learn, you might as
well go home.”
said he uses OE from local dealerships
including Ford Groves and VanMatre
Buick GMC, and from Lou Fusz in St.
Louis. Recycled transmissions come from
Junior Sinn Auto Parts and Johannes Auto
Sales.
When Hi-Tech inspects a vehicle for
undercar service, Barrows said they look
for broken CV joint boots, leaking oil
seals, or worn out front suspension parts.
“If the customer is here I always bring
them into the shop and show them,”
Barrows said. “Seeing is worth a
thousand words. We try to make sure they
have a good visual contact
— we’ve shown them with
photos, too.”
In the past, Hi-Tech sublet
out all exhaust work from
the manifold back, Barrows
said, but now has begun
installing more OE exhaust
systems and catalytic
converters.
Hi-Tech’s main supplier is
SEMO Automotive Parts, a
Motorcraft, ACDelco, and
Contact your
local Kia dealer for
assistance and
delivery of your parts.
Suntrup Kia
3900 Lemay Ferry Rd.
St. Louis, MO 63125
314-894-3900
Fax: 314-894-0391
Lou Fusz Kia
10964 Page Ave.
St. Louis, MO 63132
314-595-2962
877-221-4151
Auffenberg Kia
of Cape Girardeau
611 S. Kingshighway St.
Cape Girardeau, MO 63701
573-651-3071
800-467-3071
Zeiser Kia
Wood River
1911 E. Edwardsville Rd.
Wood River, IL 62095
618-216-8080
Fax: 618-216-8032
Zeiser Kia
4955 Veteran’s Memorial Pkwy.
St. Peters, MO 63376
636-926-2110
800-930-7218
Mike Smith Kia
2101 Irvin Cobb Dr.
Paducah, KY 42003
270-443-1745
800-444-8609
Paul Cerame Kia
11655 New Halls Ferry
Florissant, MO 63033
314-262-7078
Fax: 314-972-8890
Suntrup Kia West
14116 Manchester Rd.
Manchester, MO 63111
800-727-8496
636-591-2900
Fax: 636-591-2914
PartsPlus distributor, because they hotshot
parts, Barrows said. “We hardly
stock anything anymore.” He added that
Hi-Tech also uses O’Reilly Auto Parts
and Fisher Auto Parts.
Barrows said he employs three
technicians, including himself; all are
ASE certified except new hire Shane
Bowen, who continues to work toward
his certification. Jason Coleman is the
service manager, he said.
Hi-Tech’s 4,000-square-foot shop
houses seven bays, one four-post Rotary
Kia Genuine Parts.
lift, one two-post Ben Pearson, and three
Rotary single-post in-ground lifts. Auto
Enginuity, Mastertech, Tech II, and Snapon
Solus scan tools, are used for
diagnostics, Barrows said, as well as
Vetronics lab-scopes. Hi-Tech sublets
wheel alignments to Rhyno Performance.
“We have a relationship with Rhyno
because they send us a lot of mechanical
work,” Barrows said. “So we, in turn, send
them all our alignments and wheel
balancing.”
Continued on page 8
For genuinely satisfied owners.
Record-breaking vehicle sales in 2011 made Kia one of the fastest
growing car companies in the United States. Specifying Kia
Genuine repair parts assures you of the original fit, finish, and
quality it takes to do the repairs right the first time, every time.
Keep your Kia customers satisfied by maintaining original Kia
standards with Kia Genuine repair parts: The only parts with the
Kia name and the Kia warranty.
©2012 KIA Motors America Inc.
Parts & People May 2012 Page 7

Hi-Tech expands services to meet customers’ demands and budgets
Continued from page 7
Barrows, who is president of the
SEMO Chapter AASP-MO and vice
president of the AASP-MO, said
belonging to organizations such as
Service Manager Jason Coleman books the repair jobs and
takes care of Hi-Tech Automotive’s day-to-day operations.
AASP-MO, AAA, and Design
Technologies in St. Louis helps keep his
technicians abreast of changes with
training. He added that networking with
neighboring shop owners is also helpful.
“We learn a lot more from one
another,” Barrows said.
“You never stop
learning in this business
and if you’re not willing
to learn, you might as
well go home, because
it changes every day.
There’s not a day or a
week goes by that you
don’t see something
new.”
Hi-Tech buys bulk oil
and grease from Wallis
Lubricant in St. Louis,
and purchases new antifreeze
and recycled
anti-freeze from
Products Plus, he said.
The shop collects all
waste oil and grease from its
own repair work, and also
serves as a collection center.
Rhyno Performance accepts
the waste oil for incineration
in a waste oil furnace,
Barrows said. Hi-Tech also
uses Products Plus to dispose
of discarded anti-freeze for
later recycling. Barrows added
that he is working with an
electrical contractor to add
more efficient lighting to be
more “green” and energy
efficient.
As a AAA Approved Auto
Repair Facility, Barrows said
Hi-Tech also takes part in
AAA’s annual Great American
Battery Roundup and
encourages customers to bring
in their old batteries.
The most enjoyable thing
about being in the auto repair
business is developing
relationships with customers,
Barrows said. “They’ll say,
‘Tom, we trust you, just fix it.
You don’t have to bother to
call us about the price.’ That’s
a good feeling.” n
Technician Jim Weisbrod changes the fuel injector on
a 1990 Chevrolet Corvette at Hi-Tech Automotive.
Newly hired Technician Shane Bowen works on
changing a valve cover gasket on a 1995 Chevrolet
Lumina at Hi-Tech Automotive.
Page 8 May 2012 Parts & People www.partsandpeople.com

Parts & People May 2012 Page 9

Beck Arnley
now available
636-441-6385
St. Peters, MO
www.mid-niteautosupply.com
check availability online
Hours:
Mon. - Fri. 7:30 am - 7 pm
Sat. 8 am - 5 pm
Serving Greater St. Louis
and West to Columbia
Precision
Remanufacturing
DO IT RIGHT WITH MOPAR®
You know what it takes to make your Chrysler, Jeep ®, Dodge and Ram
customers happy: Authentic parts and a fi rst rate repair. Mopar® comes
to the party with authentic remanufactured engines and transmissions.
You can take it from there. Do it right with Mopar.
Mopar remanufactured powertrain products are covered by one
of the best warranties in the industry: A 3-year/100,000-Mile
Reman Parts Powertrain Warranty.
�������������������������������������
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
Check out MoparRepairConnection.com for resources, promotions and technical information.
© 2012, Chrysler Group LLC. All rights reserved. Chrysler, Jeep, Dodge, Ram and Mopar are registered trademarks of Chrysler Group LLC. Printed in U.S.A.
Auto Notes compiled by Jerold B. Smith
ORDER HOT LINE:
(800) 325-9584 or
(636) 442-8168
M–F 7:00 a.m.–6:00 p.m.
Sat. 7:30 a.m.–4:00 p.m.
The Dodge Ram 1500, shown here with the Ram
box option, is an award winner based on several
elements of its design and utility.
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
Sakichi Toyoda
was one of Japan’s
most prolific
inventors and laid
the foundation for
Toyota Motor
Corp.
the world. The company’s first car was the
Model AA.
Hyundai Motor America recently
celebrated its 25th anniversary in the U.S.
Its first car sold in the American market was
the Excel (frankly, not one of our favorites
ever tested). Since 1987, Hyundai has sold
more than 6,600,000 vehicles in the U.S.,
with more than 4,350,000 still on the road.
Sonata, 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
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.
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
Page 10 May 2012 Parts & People www.partsandpeople.com

Energy Suspension continues to perfect
polyurethane parts for cars and trucks
by Dick DeLoach
San Clemente, Calif.—Nearly 30 years
ago, lifelong car enthusiast and inventor
Don Bunker founded Energy Suspension
(ES), makers of polyurethane bushings and
suspension components, but his
involvement in the automobile industry
goes back long before that.
“When I was five years old,
I was working at my dad
Paul’s repair service 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.
Energy Suspension
founder Don Bunker,
whose company
makes automotive
suspension bushings
and components,
says he started out
making polyurethane
skateboard truck
pads in 1968.
“Our policy of
manufacturing
in-house ... gives us control
of every aspect of the
manufacturing process.”
Bunker’s initial decision to specialize
exclusively in polyurethane has established
ES as the most asked-for name in
performance polyurethane components
today, Papazian said.
“Our Hyper-Flex bushings are made
from a polyurethane formula that has been
tweaked to perfection over the
years,” Papazian said.
“Urethane is stronger and
stiffer than rubber, plus it is
resistant to petroleum products
like smog, ozone, gas, and oil.
So it won’t break down and
crack like rubber components.”
Kevin Taeger, ES’ sales
manager/OE division, said
polyurethane continues to
amaze even the people who
work with it every day, adding
that “it’s as much an art as it is
a science.”
Taeger said the complex and
diverse nature of Energy
Suspension’s proprietary
material requires its chemists to constantly
dedicate their attention to development.
“This devotion has produced the quality
components that our
customers continue to
demand,” he said. “Our
policy of manufacturing
in-house from the initial
R&D stages to chemical
formulation, molding,
and final packaging
gives us control of every
aspect of the
manufacturing process,” Taeger said. “This
gives us the ability to produce a genuine
American-made product and gives our
customers absolute confidence in the
Energy Suspension name.”
The company’s involvement doesn’t
stop when the order is shipped, Papazian
Continued on page 12
The Energy Suspension management team includes, from l., Austin Squires, Kevin
Taeger, Mike Papazian, Pauline Babic, and Mike Santa Cruz.
The Dean Team
of Kirkwood
100% Volkwagen.
Right part. Right fit. Right away.
We have the Real VW Parts you need to keep
your shop moving! You know the fit and quality
of Real VW Parts save you time and money. We
are committed to serving your mechanical
parts needs in a fast and friendly way.
Pick up the phone and place your order!
We can help answer any of your questions so
you’re sure you get the part you need the first
time. VW owners love Volkswagen parts. Be sure
to give them what they want!
of Kirkwood
10205 Manchester Road
Kirkwood MO 63122
314-966-0303
Direct 314-238-1036 • Toll Free 877-966-9468
randycarson@deanteam.com
Das Auto.
SPECIAL
OFFER
10% additional
discount on your
next order!
• Pick up the phone and
place your order
• Mention this promotion
(Offer expires Dec. 31, 2012)
• Discount will be applied
and the part(s) will be
delivered before you
know it!
Hours
Mon.-Thurs:
7am - 8pm
Fri.: 7am - 6pm
Largest Inventory in the St. Louis metro area
QUALITY IS ALL WE THINK ABOUT. THAT AND QUALITY.
HOW ABOUT YOU?
Why compromise on your customers safety or risk a comeback, insist on
Genuine Hyundai Parts for all your Hyundai customers repair needs. Our
parts are engineered to meet our exacting specifications for quality, fit, and
performance. That will make your customers happy.
Fixing it right the first time, will make you happy. Genuine Parts
Suntrup Hyundai Wentzville
971 Wilmer Rd.
Local: 636-887-8711
Fax: 636-887-8714
Hours: M-F 8am to 5:30pm
Suntrup Hyundai South County
5926 South Lindbergh Blvd
Toll Free: 800-727-8496 (until 5pm)
Local: 314-892-7790
Hours: M-F 7am to 9pm
Parts & People May 2012 Page 11

Now available from your servicing NAPA AUTO PARTS Store,
NAPA Import Parts come directly from the Original Equipment
Manufacturer in the original equipment packaging.
Choose from OE Rubber or
Stainless Steel Braided Hose.
Faulty Brake Hoses are
an Invisible Safety Hazard
Some Facts about brake hoses:
1. Average life of a brake hose is six years.
2. Brake hoses deteriorate from the inside as well
as the outside.
3. Moisture is absorbed into brake fluid systems
through brake hoses.
4. Contaminants in brake fluid act abrasively
on the inner wall of brake hoses.
5. Brake hose reinforcing fabric deteriorates
through expansion and moisture.
6. High operating temperatures in brake
systems contribute to the deterioration of hoses.
7. Brake hoses swell with age and restrict flow.
Axleboy refurbishes Steering,
Drive Axles, and Gear-driven
components; specializing in
light truck and airport ground
service equipment.
Brake Hoses
Made to Order!
Quality Hoses
Available When
You Need Them
Same Day Service*
*In most cases.
Experience the Convenience of
Having DOT Brake Hoses Made to
Your Requirements
• Any hydraulic brake and clutch hose
to suit any type of vehicle (In some
cases a sample will be needed).
• All hoses compliant to SAE J1401
and DOT Standard FMVSS106
• Every hose pressure tested to
3000 p.s.i.
• Original equipment quality.
Axleboy
Enterprises
(877) AXLEBOY(295-3269)
Email: Craig@axleboy.com
Don�t Take The Risk - Replace and Be Safe!
Energy Suspension continues to perfect
polyurethane parts for cars and trucks
Continued from page 11
said. “Our sales staff and sales reps do
product information training at our
warehouse distributors’ locations with the
people who answer their
phones,” he said. “It includes
the features and benefits of our
products, installation tips,
warranty, product support, and
we’re looking into adding
video and online training.”
Shops are faced with the
obvious challenge of coping
with the economy and
competition, Papazian said, as
well as keeping up with
technological advancements in
today’s vehicles.
“The undercar repair market
has a choice to offer an
affordable, differentiated line of
polyurethane products to repair the part as
an alternative to a costly dealer
replacement part,” Papazian said. “Also,
the parts and labor costs are more
reasonable for the repair shop to offer a
more affordable option to the consumer.”
Papazian said dealerships are forcing
consumers and installers to buy complete
control arms and steering racks when only
the bushings are needed, which
exponentially drives up repair costs.
“Energy Suspension comes to the
rescue with a simple solution by offering
better than OE rubber with polyurethane
replacement bushings for a fraction of the
cost to replace the complete part,” Taeger
said.
ES is known worldwide as the premier
manufacturer of performance
polyurethane suspension components for
street and off-road applications, Taeger
said, but the company also makes privatelabel
products for a number of companies.
“That’s where I come in,” he said.
“We do a lot of private-label products
for other companies using their drawings
and specs, so we don’t test them,” Taeger
Energy Suspension now offers a complete
polyurethane suspension and body mount kit for
1998-2011 Ford Ranger 2WD and 4WD pickups.
said. “We do a lot of sway bar bushings
and other products like that.”
In 1991 the company started a heavyduty
division, which Taeger said has done
well. “One of our first heavy-duty
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.
products was our red-and-blue Glad Hand
Seals, which replace the rubber seals for
big-rig air brakes,” he said. “Now we also
offer torque rod bushings, motor mounts,
and hood rests.”
Papazian said ES has applications to fit
most popular vehicles, but new ones are
being added constantly. “Since 2011 we
have added more than 80 new part
numbers, including products for the 5th
generation Camaro, Dodge LX platform,
Nissan 350Z, Jeep Wrangler JK, and the
Ford Ranger. We have also developed
several new part numbers in our heavyduty
division, which have been well
received.”
ES has also embarked on a new line of
motorcycle products known as Energy
Suspension Moto division, said Austin
Squires, head of new product
development, motorcycle and marine
divisions.
The company is also involved in many
community and industry programs,
Papazian said. “ES supports Vocational
Visions, a nonprofit workplace center for
disabled and mentally challenged
individuals, as well as an adult education
program for Saddleback School
District.”
“Due to state-funded cutbacks
in the education system, Energy
Suspension has always
supported many educational
programs,” Taeger said. “ES
sponsors the Hot Rodders of
Tomorrow program, which gets
high school kids more involved
with the automotive industry,
and ES has hired SEMA interns
through their internship
program.” n
Page 12 May 2012 Parts & People www.partsandpeople.com

Rural JC Auto & Truck Parts concentrates on wide wholesale distribution
by Rick Wade
Monroe City, Mo.—When you
visit JC Auto & Truck Parts, there
are no standing pools of used oil, no
dangerously piled heaps of tangled
wreckage from America’s highways
— and no junkyard dogs.
“Our junkyard dogs are our
cameras that we have everywhere
and alarm systems,” founder and
Owner J.C. Shoemyer said. “We got
rid of the dogs years ago.”
As for the 30-acre salvage yard’s
appearance, the first words that
come to mind are “clean,” “neat,”
and “organized.”
End-of-life vehicles stand parked in
straight rows. All the white-with-red-trim
buildings appear freshly painted and are
surrounded by stain-free concrete and white
gravel. Inside the warehouses are towering
racks of engines, transmissions, wheels,
rims, and more.
After beginning as a body shop in 1960,
Shoemyer said he decided he wanted to be in
the parts business and now JC Auto & Truck
Parts includes the salvage yard, JC Parts
City, JC Automotive Repair, and JC
Collision Repair.
General Manager Brian Dean said the
business has approximately 2,800 cars in
Davis & Sons Oil Co., Inc. Sieveking, Inc.
Fairfield, Illinois 62837 St. Louis, Missouri 63049
800.349.1087 800.290.7719
Owner J.C. Shoemyer (l.) and General Manager
Brian Dean say 14 delivery trucks are loaded daily
for distribution.
inventory, 1,200 of which are processed a
year; five dedicated sales people for the
salvage yard along with three outside sales
staff; and 38 of the company’s nearly 70
employees work in the salvage yard division.
“We load 14 delivery trucks with parts
almost every day,” he said. “While one is out
on a delivery, another truck is being loaded
for the next day.”
Dean said 90 percent of its business is
wholesale, and has the capacity to dismantle
over 100 cars a month.
“For us, our primary market for recycled
parts is the collision industry. We also sell a
lot of the mechanical parts, engines,
transmissions,” Dean said. “We’re in a rural
area, but our market distribution allows us to
be in several large metropolitan areas. We
deliver to Kansas City, St. Louis, as far east
as Springfield and Peoria Illinois, all of
Northeast and Central Missouri, and
southeast Iowa.”
The company recently added an
aftermarket crash parts division, and
distributes remanufactured engines and
transmissions, Dean said.
Dean said the company uses a data and
yard management system to determine what
is needed based on
demand and activity.
“Other than the major
drive train components,
we only warehouse the
parts that have high
enough demand to sell,”
he said. “Lower demand
parts stay with the
vehicle.”
Dean said the company is a member of
Team PRP (Premium Recycled Parts), a
network of independent recyclers who
operate with the same standards for quality
and warranties.
“The network allows us to supply more
quality parts in a faster cycle time,”
Shoemyer said. “Team PRP gives us an
advantage because we can supply more
“We’re in a rural area,
but our market
distribution allows us
to be in several large
metropolitan areas.”
product faster than we could if we were not
part of it.”
Shoemyer and Dean said they are also
members of the Automotive Recycling
Association (ARA), United Recycling
Group (URG), and Missouri Auto and Truck
Recyclers (MATR), as well as being Gold
Seal certified.
Dean said JC Auto & Truck Parts has a
production control system in place when a
work order is created so that they can track a
part from the point of sale through delivery.
“We know who pulled the
part, who prepped the part,
who shipped the part, who
delivered the part, and
who re-stocked the part if
it’s returned to us. The
system tracks our cycle
time on every part that we
ship.”
Finding quality salvage is one of the
largest challenges, so the cost of goods has
gone up, Shoemyer said. “We use our own
demand data and sales data, and if you have
the right data, you can pay more for a car if
you know you can get a lot out of it. You
have to make sure you are buying the right
cars.”
Dean said hybrid cars are going to be a
Continued on page 14
Midwest Terminal Interstate Petroleum
Paducah, Kentucky 42002 South Roxana, IL 62087
800.852.0753 800.875.0627
An ISO 9001:2008
Certified Company
Automotive, Heavy Duty, And Premium Racing Oils
Parts & People May 2012 Page 13

More than five decades pioneer engineering in the balancing industry
TIRE CHANGERS
MOTORCYCLE CHANGERS
TRUCK CHANGERS
CEMB USA / BL-Systems, Inc.
2873 Ramsey Rd.
Gainesville, GA 30501
ALIGNMENT EQUIPMENT
SALES@CEMB-USA.COM
WWW.CEMB-USA.COM
WHERE SATISFACTION IS STANDARD
AND THE STANDARD IS QUALITY
• Engine Rebuilding and Repair –
automotive, medium duty diesel,
gas/diesel tractor, most inboard
marine
• State-of-the-Art Equipment
• Full Service Parts Department
• Welding Service and
Welding Gases
Quality Service • Affordable Price
Fast Turnaround
612 San Diego Road, Carbondale, IL
Mon-Fri 8-5, Sat 8-noon
www.macweldinc.com
800-524-5211
WHEEL BALANCERS
MOTORCYCLE BALANCERS
TRUCK BALANCERS
Phone: 678-717-1050
Fax: 678-717-1056
Toll Free: 877-259-4335
Since
1987
Certified
Machinists
Rural JC Auto & Truck Parts focuses
on wide wholesale distribution
Continued from page 13
challenge in the future. “The vehicles even
five years from now are going to be vastly
different than the ones we are dismantling
today,” he said. “It’s not so much us staying
up with the compliance at our company as it
is staying up with the training.”
Dean and Shoemyer said they have never
had issues with environmental regulation of
their profession. “It’s never been a problem
for us, because since the beginning, we
started following the rules before we had to,”
Shoemyer said. “We’ve always been
proactive. Some inspectors have commented
how it’s one of the cleanest facility around —
and safety conscious, too.”
He said JC Auto & Truck Parts recycles
oil, burning it for heat, and has someone who
collects antifreeze for recycling. “The Freon
we reclaim is used in our own shops, and if
we have an excess amount of it we make
available to our repair shop customers,”
Shoemyer 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
Production Manager Josh Myers prepares
a part for delivery. The company added an
aftermarket crash parts division, and also
distributes remanufactured engines and
transmissions.
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 14 May 2012 Parts & People www.partsandpeople.com

Collision Repair
Certified Collision expands and includes mechanical repairs at new location
From l., Mechanical Service Manager Dennis Miller and Owners
Lance Sutton and Tim Davis head the Certified Collision team at
the newest location in St. Clair. Sutton and Davis say personal
touches in the new shop help create a comfortable atmosphere.
by Joann Kuehl
St. Clair, Mo.—In the past 11 years,
Lance Sutton and Tim Davis, owners of
Certified Collision, have expanded from
one shop to five, the newest of which is
located in St. Clair.
“We saw an increase in customers
coming into our Pacific store from the St.
Clair area,” Sutton said. Opening a shop
in St. Clair, Davis’ hometown, fills a need
for both collision and mechanical repairs,
he said.
In opening the new location in
February 2011, they decided that this was
going to be their dream shop, Sutton said.
Adding personal touches to the
showroom, such as a 1933 Ford with
custom paint or vintage gas pumps,
helped to create a comfortable
atmosphere filled with things they enjoy,
he said.
“When the insurance
company sees that you
are trying to do the right
thing for the customer, they
will work with you ... ”
Other shops owned by the pair had
already existed as body shops when they
took them over, Sutton said, and the St.
Clair facility was the first shop they were
able to build their own way.
Both had a background in the
automotive industry — Davis as a body
technician, painter, and manager, and
Sutton as an estimator at a dealership and
later with insurance companies. “Tim was
geared toward the work in the shop and I
gravitated toward estimating and getting
work in the door,”
Sutton said.
Making the move
from jobs at
dealerships to
starting up their first
shop in 2000 was a
scary move, he said.
Both had families
to support, and
leaving a steady
income for an
uncertain future was
not a decision that
was taken lightly.
Nevertheless, a
year later, Sutton
and Davis opened a
second shop that was
twice the size of the first, and in 2002,
added another shop, in Bridgeton, they
said.
In 2005,
opportunity
knocked again. “We
were approached
about doing work
for a dealership,
and two months
later we opened our
fourth location on a
dealership lot in
Sullivan,” he said.
“We knew that
corporate accounts
would be an asset
to our business.”
Watching
industry trends,
Sutton said they
saw a curve coming in the economy, and
began restructuring their clientele. “We
knew we had to change gears to stay
alive,” he said. “If you can’t change the
way you do business, you won’t be in
business.”
The expansion from one shop to five
has been a challenge, he said. Each store
has a manager, allowing Sutton and Davis
to float where needed, make policies and
procedures, and handle customer
concerns as they arose. “Our roles have
changed, putting more of a focus on the
big picture and building relationships,” he
said.
Building a relationship with Larry
Kelso, owner of Performance Auto Color,
was “one of the best things we’ve ever
done,” Sutton said. “We’ve never
regretted the switch to De Beer. It is a
quality, cost-effective product that is
second to none. Larry provides a great
Painter Bob Mueller, who has worked at Certified Collision for
12 years, refinishes parts in the Blowtherm booth with De Beer
refinishing products.
Collision Parts Wholesale Hotline
314-892-7790
800-727-8496
product with incredible vendor support.”
The addition of Dennis Miller as
mechanical service manager supervising
five technicians has been key to the
success of the new store, Davis said.
Continued on page 16
ONE CALL DOES IT ALL
Automotive Group
WellFit
Parts Int’l Co.
AUTO COLLISION
PARTS DISTRIBUTOR
We specialize in:
Auto Body Parts
• Bumpers/covers/reinforcements
• Hoods/fenders/supports
• Grilles/header panels
Cooling System Parts
• Cooling fan assemblies
• Radiators/A/C condensers
Capa Certified Parts Available
“Our business is to
help you do yours.”
607 Lambert Pointe Dr.
Hazelwood, MO 63042
314-731-5550
Toll Free: 888-288-5889
Fax: 314-731-5556
wellfit@sbcglobal.net
Das Auto. Genuine Parts
Genuine Parts
Genuine Parts
Fax: 314-892-4256 Email: parts@suntrup.com Monday through Friday 8am - 5pm
Parts & People May 2012 Page 15

Certified Collision adds new location
Continued from page 15
Miller’s previous
experience as a dealership
service manager has kept the
mechanical shop full since
opening last year, he said.
Sutton said he doesn’t
micromanage his shops. “We
did our homework when we
hired our staff, and we have
very little turnover,” he said.
All employees, regardless of
their position, are seen as
equally important to the
operation, he said, adding
that he is never too proud to
step in the shoes of the
detailer and wash a car.
“We allow each shop to
have its own personality to
live and breathe,” Davis
said.
“At the end of the day, it is the quality
of the repair that is important. Employees
put our product out and are vital to the
company. Our success comes from them,”
he said.
Getting past the mentality that the
insurance company is the enemy was a
Autohaus BMW
3015 S. Hanley Rd.
St. Louis, MO 63143
314.727.8877
www.bmwautohaus.com
Technician Matt Hannon (l.) and Body Technician Tom
Monehan, complete repairs in the busy mechanical
shop at Certified Collision. The new St. Clair location
fills a need for both collision and mechanical repairs.
huge step forward, Sutton said. “There is
really only one way to fix a car — the
right way. When the insurance company
sees that you are trying to do the right
thing for the customer, they will work
with you and pay you to fix the car the
right way,” he said. n
Original BMW
Parts
www.bmwusa.com
The Ultimate
Driving Machine ®
In your line of work, looks should never be deceiving.
When you’re performing collision repair on BMWs, you can’t afford to be concerned with
appearance alone. That’s why the best in the business always insist on Original BMW
Parts. Identical to those used in Series production, original BMW Parts deliver precise
fitment and incomparable quality, from the inside out. These parts are backed by a 24month/unlimited-mile
warranty, plus technical support from your servicing BMW center.
In other words: With Original BMW Parts, what you see is exactly what you get.
®2010 BMW of North America, LLC. The BMW name, model names and logos are registered trademarks.
PPG launches Web-based Paint It
Strongsville, Ohio—PPG Automotive
Refinish has introduced Paint It, a Webbased
application to help collision centers
find the most current automotive color
information for domestic and import
vehicles.
“Paint It is a departure from past methods
for finding the right color for a given
vehicle. It’s designed to be intuitive for auto
industry professionals who typically use a
variety of color identification tools,” said
Mary Kimbro, PPG global color director.
“Distributors, collision shop owners, paint
technicians, and even hobbyists looking to
identify a vehicle’s color can use this tool by
simply going to the Paint It application and
doing an easy search. Finding the right color
is now straightforward and the refinish
process is much simpler and faster.”
Paint It is accessible through
www.ppgpaintit.com. Users can search for a
Collision Repair Training Notes
Sherwin-Williams
Automotive Finishes
Training
Sherwin-Williams A-Plus Network
University and Summit Software and
Marketing offers its Digital Marketing
Advanced Business Class. Facilitated by
Frank Terlep of Summit Software and
Marketing Solutions. The workshop is
recommended for all collision shop
owners and managers, and those involved
with marketing shop services to their
customer and prospect base. For more
information, visit
www.sherwin-automotive.com.
Double Tree Hotel-Oak Brook, Ill.
• May 2-Digital Marketing
Advanced Business Class
I-CAR Training
For more information on registration
and class times, call 800-422-7872 or
visit www.i-car.com.
Enterprise Fleet Services-St. Louis
• May 7-Automotive Foams
• May 16-Plastic and Composite Repair
• June 25-Lighting, Starting, and
Charging Systems
Ranken Technical College-St. Louis
• May 9-Heating and Cooling Systems
• May 14-Measuring
• May 15-Conditioning
• May 21-Squeeze-Type Resistance Spot
Welding
• May 23-Fundamentals of Collision
Repair
• May 29-Structural Straightening Steel
• June 4-Steel Unibody, A, B, C,
D-Pillars, and Rocker Panels
vehicle’s color information by year, model,
color family, finish effect, or usage. Digital
representations of body and non-body
colors are displayed onscreen to aid in the
color visualization process, with images
and data linked together for quick search
results. The range of graphical views allow
the user to sort and organize information
with ease.
In addition to exterior colors, Paint It also
identifies accent, interior, underhood, wheel,
and trim colors, allowing paint technicians
to verify all the necessary color components
at one time prior to beginning the repair.
Once the correct color is identified, users are
a click away from formula retrieval via the
PPG Online Color Formulation tool.
“Customers are telling us Paint It is very
easy to use and extremely helpful,” she says.
“Paint It proves finding accurate information
quickly doesn’t have to be that hard.” n
• June 6-Wind Noise and Water Leaks
The Library Station-Springfield, Mo.
• May 16-Overview of Cycle Time
Improvements for the Collision Repair
• May 23-Collision Repair for Select
High Volume Vehicles
The Library Center-Springfield, Mo.
• May 30-Collision Repair for Toyota,
Lexus, and Scion Vehicles
• June 13-Collision Repair for Honda
and Acura Vehicles
• June 20-Best Practices for
High-Strength Steel Repairs
Downtown Body & Glass Training
Center-Evansville, Ind.
• May 8-Adhesive Bonding
• May 17-Movable Glass
• May 22-Hazardous Materials, Personal
Safety, and Refinish Safety
• May 31-Plastic and Composite Repair
• June 12-Overview of Cycle Time
Improvements for the Collision Repair
• June 21-Surface Preparation and
Masking
• June 26-Detailing
Moorehouse Body Shop Inc.-
Indianapolis
• May 9-Hazardous Materials, Personal
Safety, and Refinish Safety
Church Brothers Collision-
Shadeland/Indianapolis
• May 17-Bolted-On Part Replacement
• June 7-Suspension Systems
Hubler Express Collision-
Greenwood/Indianapolis
• May 22-Electrical Circuits and DVOM
Usage n
Page 16 May 2012 Parts & People www.partsandpeople.com

I’m A Convert
To PPG Waterborne
Convert with Confi dence
©2012 PPG Industries All rights reserved. www.ppgrefinish.com
“At Penske Racing, we’re all about speed
and performance. Given its fast throughput
and excellent color accuracy, making
the move to PPG waterborne was a really
good fi t.”
Cesar Bustos
Paint Department Manager
Penske Racing
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 benefi ts;
• Energy effi cient
• 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

LOOK FOR THE DEPO LOGO
ON EVERY DEPO LAMP
All DEPO replacement lamps are developed and manufactured with over 32 years of engineering and
production expertise. That means a seamless fit during installation, no wasted time tweaking and adjusting,
requiring less effort to help keep your operation lean. We apply that tradition to all of our product lines,
including; Cooling Fan Assemblies, Door Handles, Window Regulators & Performance Lamps. Additionally,
DEPO’s CAPA certified lamps comply with the industry’s highest standards and insurers’ requirements.
For more information, please visit
www.maxzone.com or contact your nearest DEPO product distributor
OEM Lamps • OE Replacement Lamps • Performance Lamps • Door Handles • Window Regulators • Cooling Fan Assemblies
Page C-4 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
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
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.
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
Stacy Bartnik, director of field services for the Carstar
franchise network, says many shop owners sign DRP
agreements without fully reading them.
Weir Parts Center is all about service excellence. We have a knowledgeable and personable staff
to assist individual needs, and a large inventory to fill your orders quickly. With over 90
employees, and 45 delivery trucks on the road, we strive to be the best Parts Department in the
region, by offering quality original equipment parts, outstanding service, and daily delivery to
give you the ultimate customer experience.
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
Continued on page 18
WEIR PARTS CENTER
FOR MECHANICAL & COLLISION REPAIR
COMPLETE CUSTOMER SATISFACTION
Available through your preferred
PPG Platinum Distributor
Envirobase ®
PPG Certified Waterborne
Technical Representative
Serving Greater St. Louis
and West to Columbia
636-441-6385
St. Peters, MO
www.mid-niteautosupply.com
PHONE: 800.334.1379 www.weirparts.com FAX: 866.678.4894 Red Bud, IL
Parts & People May 2012 Page 17

�������������������������
����������������������������������������
����� ���� ��������� ���������� ��� ���� ���� ���� ���� ���������
��������������������������������������������������������������
����������������������������������������������������������������
�������������������������������������������������������
�������������������
�������������������������
�������������������
��������������
��������������
���������������
��������������������
��������������
�������������������
��������������������
���������������������
��������������
�������������������
�����������������������
���������������������
��������������
�����������������������������������
����������������������������������������������
���������������
�������������
�����������
�����������������������
�������������������
Industry professionals offer advice for
shops before they sign DRP contracts
Continued from page 17
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 repairersuggested
changes to their DRP
agreements – not for individual
shops but for all on the program.
Bartnik said Carstar has been able
to work with insurers on some
contract terms before offering that
DRP to its franchises, and Avery
said changes to State Farm’s
agreement have resulted both
from the insurer’s repairer
advisory council and from
feedback he’s received at industry
gatherings.
“You know when an insurer’s
agreement gets changed the quickest?”
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
George Avery of State Farm encourages shops to
move up the chain of command at an insurer if
local claims personnel can’t answer questions
about a DRP agreement.
“You just need to
understand that based
on your business model,
some may work great
for you and others may
not fit in well.”
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
Page 18 May 2012 Parts & People www.partsandpeople.com

SCRS introduces GreenSweep energy and pollution performance program
Prosser, Wash.—Effectively practicing
pollution prevention and energy reduction
has become increasingly important for
collision repairers.
To make it easier for
body shops to manage
and improve their
environmental
performance, the Society
of Collision Repair
Specialists (SCRS) has
teamed with GRC-Pirk
Management Co., an
EPA-recognized,
registered professional
engineering firm, to
provide GreenSweep, an
energy and pollution
performance program
tailored to the needs of
the SCRS membership.
GreenSweep is
designed specifically for
the collision repair
industry, an important and rare distinction
for environmental training and
consultation.
“The collision repair industry faces
unique challenges in reducing its carbon
footprint,” GRC-Pirk President Steven
GRC-Pirk President Steven
Schillinger says GreenSweep’s
goal “is not to establish a
one-shot sustainability,
but to display consistent
performance improvement
over time.”
We�ve been in the automotive industry for
more than 30 years — currently serving the
Springfield, Decatur, Urbana, Champaign,
Bloomington and Peoria areas.
(866) 604-6439
Local: (309) 689-3000
Fax: (309) 690-6590
7301 N Allen Rd • Peoria, IL 61614
Schillinger said. “Not only do they have
to manage energy output, they have to
deal with chemical emissions from their
refinishing departments.
“The SCRS-sponsored
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
Genuine Parts
Free Delivery
Your source for collision repair
Genuine Lexus Parts.
Mark Diver
Parts Manager
Hours:
Mon-Fri: 7 AM-6 PM
Sat: 7 AM-3 PM
improvement over time.”
In addition, GreenSweep offers
enrollment in the SCRS-recognized
Green Sustainability School, a free,
ongoing monthly training service for
collision repair managers and employees
with curriculum designed to keep body
shop professionals up
to date on green
practices and
technology.
Once a shop is
certified (a service
managed and
provided by EPArecognized
third-party GRC-Pirk), it is then listed on
www.findgreengarage.com, 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
“The collision repair
industry faces unique
challenges in reducing its
carbon footprint.”
advantages of doing business with green
companies and are actively seeking them
out using the Internet and other
information channels.
The opportunity to create an effective,
localized marketing campaign around
environmental practices — the SCRSrecognized
GreenSweep program
also includes marketing
collateral — is only one
of the advantages for
repairers enrolling in
the program, which
more than pays back its
service fee.
Improved energy efficiencies reduce
utility expense and operating costs. Green
operators benefit from tax credits and
deductions as well as city rebates and
subsidies.
Some shop-liability insurance providers
even offer discounts to environmentally
responsible policyholders. n
DE BEER
900+
High quality
water-based
car finishes
Parts & People May 2012 Page 19
®

Customer service is a priority at Shutes Alignment & Frey Tire
Continued from page 1
supplier of tires. We want to
determine what is best for
customers’ driving habits with
their particular vehicles. Much of
our clientele is not pricing the
cheapest tires. They want what is
best suited for their vehicle.”
As for parts, about 15 to 18
percent are OE, Reynolds said.
Otherwise, the shop deals with
the local NAPA Auto Parts and
Bumper to Bumper stores.
“They have a good grasp on
our market, the top movers,” he
said. “Both have great quality
parts and their service is fantastic. And
they’re just right around the corner. If I can
keep my inventory down, I can keep my
overall expense and bottom line for the
customer low and give them the pros and
cons; you educate the customer. If there’s an
option, they should have some say in what
they are spending. You’re there to fix their
car. Give them the same respect they are
giving you.”
Reynolds said he is a “die-hard Monroe
and Moog fan. Their quality is above and
beyond everybody. They’re the industry
Since
Everyone
Is Riding
On Used
Parts....
#1 in
Customer
Service
AUTO & TRUCK, INC.
P.O. P.O. Box Box 565 565 Effingham, IL IL 62401-0565 email: ��email: autoparts@y-yard.com
Local: 217 217-536-6116 Fax: 217-536-5551 www.y-yard.com
. 536 . 6116 Fax: 217 . 536 . 5551 www.y-yard.com
leaders for a reason.”
Whenever Reynolds talks about his
business, it is not long before the
conversation turns to one subject:
personalized customer service.
“When you walk in that door as a firsttime
customer, if you don’t leave here
feeling like you made a friend, then I did
something wrong. We consider a customer’s
needs, budget, wants, but keep safety and
function in mind,” he said.
When customers come in for an oil
change, they are given an Identifix printout
800-252-4040
800-2552-4040
www.y-yard.com
ww www ww.y-yyard.com
Hours:
M-F 7:30am - 5pm
Y Not
Ride On
The Best!!!
VIN T V W X Y 1 2 3 4 5 6 7 8 9 A B C D E F
Over 45 Acres of Quality, Recycled Parts for Domestic
YR 96 97 98 99 00 01 02 03 04 05 005
06 07 08 09 10 11 12 13 14 15
and Import Cars, Trucks, Vans and SUV’s.
VIN YEAR IDENTIFIER (10 th
VIN YEAR IDEN NTIFIER
( 10
digit)
DELIVERING
WHAT WHHAT
TWE WE PROMISE
� � SHEET META METAL AL PA PARTS ARTS
��COOLING ���
��
��
��
��
�COOLING
COMPONENTS
��DRIVE ���
��
��
��
��
�DRIVE
TRAIN
COMPONENTS
Technician Ty Perez prepares an automobile for routine
maintenance at Shutes Alignment & Frey Tire. General
Manager Brian Reynolds says he recently invested in a
Hunter Engineering Hawkeye Elite alignment system.
We
Have H
It
All!
WWe
Have
It
All!
���SUSPENSION
��
��
��
��
��
�SUSPENSION
PA PARTS ARTS
���ELECTRICAL
��
��
��
��
��
�ELECTRICAL
PA PARTS ARTS
���GLASS
��
��
��
��
��
�GLASS
PRODUCTS
���AND
� � � � � � � � � � � AND MUCH MORE
to review scheduled maintenance
periods. “That way, the customer can
see what the manufacturer
recommends, and maybe break it up
over two or three visits, budget it in,”
he said.
Reynolds said he recently purchased
a Hunter Engineering
Hawkeye Elite
alignment system.
“We’re taking
alignment times out
from 35 minutes per car
to 15 to 16 minutes per
car, including
adjustments. We’re
going to quarter reduced tolerance over
manufacturer’s specs,” he said. “It’s a large
investment but worth the expense.”
Other equipment in the Shutes shop
includes some Snap-on scan tools, though
he said he primarily uses OTC Genisys and
Pegisys, Road Force tire balancers, and
Robinair A/C equipment.
Reynolds said that eventually he will have
Owatonna, Minn.—Find the leak. Clear
the code. Smoke the test. At least 80
percent of the top emission codes on
vehicles today originate from the EVAP
system and can be diagnosed faster and
more accurately with smoke technology.
“Technicians proficient with engine
maintenance, vacuum, gaskets, and seals,
including EVAP systems, have a multitude
of problem-finding opportunities using the
smoke-based leak detection offered by
OTC’s LeakTamer,” said Andy Forsberg,
product manager of Electronics at OTC.
“And when working on EVAP systems,
you need more than just a scan tool. The
LeakTamer is less than half the size of its
predecessor model, offering improved
portability in your shop and more
powerful diagnostics in a smaller
package.”
General repair and body shop
technicians can use this tool to solve
problems including wind noise and
heating, ventilation and A/C (HVAC)
performance, or to locate and repair water
drainage issues. The OTC LeakTamer
incorporates patented technology by
introducing an OEM-approved smoke
compound with UltraTraceUV dye to
locate nearly any kind of leak quickly and
easily. The tool also helps technicians and
shop owners save money by eliminating
wasted time.
A leak as small as 0.020 inch in diameter
can allow more than 30 times the amount
to purchase new A/C equipment and train
his staff to make the switch from R-134a
refrigerant to R-1234yf. But so far, his shop
has not seen vehicles with the new
refrigerant.
“We’ll take that in stride, just like we did
when we went to R-134a,” he said.
Reynolds said he sees
“We consider a
customer’s needs,
budget, wants, but
keep safety and
function in mind.”
similar changes taking
place every day in the
automotive industry.
“We’re seeing more
and more hybrids. We
went to Schaumburg for a
three-day training seminar
recently. I was awed by
everything, and I thought I was on top of the
market,” he said.
To keep up with those changes, Reynolds
said, continuing education for his
technicians is imperative. “If you don’t
allow your technicians to do that, if you
don’t reward them for doing that, you’re
gonna be a mom-and-pop gas station and
out of business in five years.” n
OTC’s LeakTamer with UltraTraceUV
Technology smokes out microleaks
The LeakTamer comes with the
UltraTraceUV smoke solution and includes
a standard accessory package with
exhaust cone, service port adapter,
Schrader removal tool, assorted cap plugs
kit, and three-in-one flashlight with
ultraviolet (UV) light to highlight the
fluorescent dye deposited at the exact
location of a leak.
of hydrocarbons into the atmosphere than
is currently acceptable through the exhaust.
The LeakTamer can detect microleaks
down to and below 0.010 inch with its
large, easy-to-read flow meter. The unit
also includes precise flow control, which is
a powerful new feature that allows the
operator to adjust the amount of smoke the
LeakTamer puts out. This helps pinpoint
leaks faster and more efficiently,
minimizing customer comebacks and
improving service bay productivity. n
Page 20 May 2012 Parts & People www.partsandpeople.com

Zurich ensures I have
the right insurance
coverage, so I can
focus on what’s most
important—running
my business.
Business insurance designed specifically for
your automotive service business.
For 90 years, Zurich has remained committed to
developing innovative insurance solutions for the
automotive industry. Our insurance products—
such as Unicover ® , one of the most extensive lines
of automotive business coverage available—provide
the insurance protection your business needs and
peace of mind you deserve. And our one-day response
times to all claims inquiries and onsite assistance for
most major losses within 48 hours means we deliver
when it matters most. Visit www.zurichna.com/auto
or call 877-452-7522 to see how we can help you.
Help prevent losses to your automotive
business – get our FREE white paper at
www.zurichus.com/automotivebusiness
Insurance coverages and non-insurance products and services are underwritten and provided by individual member companies of Zurich in North America, including Universal Underwriters Insurance Company.
Certain coverages, products and services are not available in all states. ©2012 Zurich American Insurance Company
Parts & People May 2012 Page 21

Mechanical Repair Training Notes
CARQUEST Technical
Institute
To register, contact your local CARQUEST
store or visit http://carquest.com/carquest/
proCTIclassSchedule.html.
Location TBD-Columbia, Mo.
• May 7-New Vehicle Technologies:
Fluids & Lubricants
Location TBD-Jefferson City/
Columbia, Mo.
• May 8-New Vehicle Technologies:
Fluids & Lubricants
• June 18-19-Supplement Restraint System
Diagnosis & Repair
Location TBD-St. Joseph, Mo.
• June 6-7-Vehicle Data Network
Diagnosis
Location TBD-Bloomington, Ill.
• May 9-New Vehicle Technologies:
Fluids & Lubricants
Location TBD-Moline, Ill.
• May 21-22-Import Computer Controlled
Charging Systems
Belleville East High School-
Belleville/Collinsville, Ill.
• June 13-New Vehicle Technologies
Location TBD-Champaign, Ill.
• June 25-26-DSL-500 Ford 6.0 & 6.4
Power Stroke Diagnosis
Location TBD-Richmond, Ind.
• May 23-24-Gasoline Direct Injection
Diagnosis
Location TBD-Indianapolis
• June 6-Essential Lab-scope Usage
• June 7-Essential Lab-scope Diagnosis
Location TBD-Columbus, Ind.
• June 11-12-Gasoline Direct Injection
Diagnosis
Federal Mogul Training
For more information, call 888-771-6005
or visit www.federal-mogul.com/training.
Federal Mogul Technical Education
Center-St. Louis
• May 7-9-Ignition System
Diagnostics
• May 9-11-Engine Performance and
Driveability II
• May 14-15-Advanced Steering &
Suspension Diagnostics
• May 16-17-ABS/Stability and Traction
Control Diagnostics
• June 18-20-Steering &
Suspension Service
• June 20-22-Brake Diagnostics & Intro to
ABS
• June 25-26-Advanced Steering &
Suspension Diagnostics
• June 27-28-ABS/Stability and Traction
Control Diagnostics
ACDelco Training
For more information, visit
www.acdelcotechconnect.com.
St. Louis Training Center-St. Louis
• May 8-Duramax Diesel Operation and
Diagnosis
• May 9-10-Hybrid Technology and
Service
• June 12-Computer Controls and Ignition
System Diagnostics
• June 13-Advanced Refrigerant System
Diagnostics
• June 14-HVAC Control System Operation
and Diagnostics
Ivy Tech Community College-
Evansville, Ind.
• May 15-Enhanced Automotive Circuit
Diagnosis
• May 16-Electrical Power Management
• May 17-Advanced Refrigerant System
Diagnostics
Automotive Research
and Design
For more information and to register,
visit www.go2hev.com, e-mail
training@go2hev.com. All times are EDT.
Webinars
• May 14, 30-Second and third of three
part series-Diagnosing Hybrid Vehicle
Electric Machine (transmission
failures) using the AT33EV, 7-8 p.m.
• May 21-Used Hybrid Parts: What to
look for in used and/or reconditioned
components. 7-8 p.m.
Automatic Transmission
Service Group (ATSG)
Seminar
This seminar includes the latest update
information along with the current fixes
and the most common transmission
problems on GM, Ford, Chrysler, and
import vehicles. For more information,
call 305-670-4161 or visit www.atsg.biz.
Crown Plaza Indianapolis Airport-
Indianapolis
• May 19-Current transmission problems
and fixes
Automotive Training
Institute
For more information or to register,
call 888-471-5800 or visit
www.autotraining.net.
Location TBD-Indianapolis
• June 9-Think Like a CEO n
Page 22 May 2012 Parts & People www.partsandpeople.com

Knowing customer base and 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,”
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.”
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?”
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
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
Continued on page 24
Parts & People May 2012 Page 23

Since 1936
Your Full-Service Castrol Partner
From Bulk To Drums To Cases
Discover the Difference
Hartog Oil has partnered with
customers for over 75 years providing
more than product and profit.
We offer customer retention
programs and advertising
reimbursement second to none
in the industry.
. . .
One-to-One assistance & programs
to improve your premium product
sales opportunities.
For more information contact:
Dave Hartog
dhartog@hartogoil.com
(314) 522-1616
(800) 535-3835
Ask about our computerized “keep fill” programs
to maximize inventory turns.
888-771-1130
314-549-8017
888-680-6025
Jasper remanufacturing facility
earns VPP Star Safety Certification
The Safety Committee Associates from Jasper display their VPP Star Certification.
Jasper, Ind.—The Indiana Department
of Labor announced the Star Certification
of Jasper Engines and Transmissions’
remanufacturing facility in Indiana’s
Voluntary Protection Program (VPP).
An April 12 ceremony at the Jasper
facility provided an opportunity for
associates, staff, and management to
showcase their exemplary safety status to
state elected and labor officials.
Jasper Safety Director Jason Pieper told
associates that VPP is all about
management commitment and associate
involvement. “Thank you for the safety
practices you have put into Jasper Engines
and Transmissions. You were able to reduce
injuries 50 percent in 2011 along with
maintaining production and quality goals.”
VPP was established to recognize and
promote safety and health management
programs throughout the state. All
companies, regardless of size or business,
can participate in VPP, where management
and employees work together to create and
maintain a healthy working environment.
“I just wanted to congratulate each and
every one of you on becoming a Star
Knowing customer base, competition
helps shops advertise effectively
Continued from page 23
weaknesses of its competition, it should use
advertising to convey its advantages over
the growing prominence of quick lube
shops, auto parts stores, and dealerships, he
said. “Talk about what you do better than
the competition and set about 3 to 6 percent
of your annual gross sales to be spent on
advertising — but make sure you spend it
wisely.”
Gilley listed a number of advertising
devices that can be budgeted, including onhold
messaging; direct mailers such as
coupons, thank-you letters, and service
reminders; lifetime oil change programs;
license plate frames; and newspaper ads
promoting a Car Care event. “A flat-screen
TV behind a service desk with a menu
Participant in our Voluntary Protection
Program,” said Lori Torres, commissioner
of labor for the Indiana Department of
Labor. “What we have clearly seen with
our VPP program is it’s the associates
believing that the program is for their
benefit and their contributions to workplace
safety.”
“Though we should be very proud of our
accomplishment, we should not rest on our
laurels,” Jasper Chairman and CEO Doug
Bawel said. “Safety is everyone’s
responsibility.”
“We had more overtime hours last year
than anytime I can remember,” Bawel said.
“Look what we did ... a 50 percent
reduction in injuries. But it takes focus, and
it’s up to everyone to believe in the
importance of operating in a safe
environment.”
The Jasper remanufacturing facility
earned its initial Merit Certification in
2008. Jasper’s second remanufacturing
facility in Crawford County, achieved VPP
Merit Certification in September 2010.
There are only 58 Indiana companies to
achieve VPP certification at either level. n
board also attracts attention,” he said.
Gilley suggested shop owners print an
extra 50 to 100 copies of mailers with
coupons so they can store them under their
counters to be used as “closers.”
Tracking and evaluating advertising
responses and other marketing efforts is
important, and he said shop owners should
establish reference codes. “If you can’t
measure the success of a particular
advertising, then don’t use it.”
Gilley said major shifts in the global
economy have given consumers the power
to demand exactly “what they want, the
way they want it, when they want it, and at
a price that will be determined by value.”
“You have a choice,” he said, “either
provide it or fail.” n
Page 24 May 2012 Parts & People www.partsandpeople.com

Cooper’s Keys to Auto Repair Profits
The right way to measure customer satisfaction in your auto repair shop
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-touse
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
Genuine Parts
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 4percent
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
Call any of these dealerships for genuine Subaru parts.
Parts & People May 2012 Page 25

WE WE WE SMOKE SMOKE SMOKE THE THE THE
COMPETITION!
COMPETITION!
COMPETITION!
When it comes to wholesale Mopar parts,
Crown Motors has the competition beat.
Wholesale mechanical parts & powertrain
NEXT DAY DELIVERY WITHIN 100 MILES*
800-996-2566 573-431-8973
*Orders must be placed before 5 p.m. Delivery is not to exceed 100 miles of dealership.
Free UPS
Shipping
970 E. Woodlawn Dr. Farmington, MO fax: 573-431-8561
People & Places compiled by James Faust
ILLINOIS
Vipar Heavy Duty has named James
McGuire director of business
development with responsibility for
stockholder development in the central U.S.
McGuire, who will be based out in the
Indianapolis area, will be responsible for
the development of new stockholders in
Arkansas, Illinois, Indiana, Iowa, Kansas,
Michigan, Missouri, Nebraska, Ohio,
Oklahoma, Texas, and Wisconsin.
One of McKay NAPA Auto Parts’
2012 fundraisers for Make-A-Wish
Foundation of Illinois has just been
kicked off. The Wishin’ Golf Car Raffle
features a custom four-seat Club Car with a
flip-over seat for hauling; highly
customized paint job; lift kit; custom
wheels and tires; sound system; plus many,
many more features. This golf car would
be great for the course, the backyard, or the
farm. Donation tickets are $10 each, and
are available at all 18 McKay NAPA Auto
Parts stores located in Bethalto, Carlinville,
Carlyle, Centralia, Collinsville,
Edwardsville, Gillespie, Godfrey, Granite
City, Greenville, Highland, Hillsboro,
Jerseyville, Litchfield, Nokomis, Staunton,
Virden and Wood River to benefit the
Illinois Chapter of Make-A-Wish. The
tickets will be sold through Oct. 1. The
drawing will be held on Oct. 4, at the
Annual McKay NAPA Auto Parts Tool &
Equipment Show.
MISSOURI
Pinnacle/Lincoln Financial Group
has partnered with the Automotive
Parts & Services Association
(APSA) to provide APSA members with
the opportunity to customize and offer
401(k) packages for their employees. For
more information on the program, contact
Jim Quinten at
apsa@apsassociation.com.
Of the more than 759,000 automotive
technicians working in the U.S., 20
outstanding individuals have qualified for
the 2012 World Class Technician
Award. The Automotive Aftermarket
Industry Association (AAIA) and National
Institute for Automotive Service Excellence
(ASE) work together to recognize
professional technicians who have tested
and obtained ASE certification in 22
specialty areas during the 2011 test
administered by ASE. The 2012 World
Class Technicians class included David M.
Utz of Villa Ridge, Mo.
AMS Automotive LLC has acquired
the assets of AMS Automotive Inc. and
Ovis Sales LP of Fenton. Chris
Jackson will serve as president and lead
day-to-day operations. Jackson has more
than 23 years of experience in the
Parts Manager Brian Noeth, with
Countermen Adis Konakovic and Arman
Dzafic at Suntrup Hyundai in St. Louis,
says the restructuring allows Suntrup
Automotive Group to offer its customers
the expertise they have come to expect.
automotive aftermarket, most recently as
vice president of AMS Automotive Inc. and
president of Ovis Sales LP. Working with
his father, Ron Jackson, and the AMS team,
he has been instrumental in building the
company into a supplier to the automotive
aftermarket. Jim Mannebach, serving as
chief executive officer, will lead the
company. Mannebach brings more than 25
years of global leadership experience to
AMS. Other key additions to the
organization are Jeff Kyle and Joe
Asfour. Kyle brings extensive operating
and finance leadership and Asfour brings a
wide range of market development and
sales leadership experience to his role.
The Suntrup Automotive Group in
St. Louis recently restructured some
positions within its parts departments, and
also hired a new parts manager from
outside the company. Shawn Hedrick,
previously at Suntrup Hyundai West,
has moved to parts manager of Suntrup
Kia South. Parts Manager Chris Barker
stayed within the Kia network, but
transferred from Suntrup Kia South to
Suntrup Kia West, and Andy Grygiel
was hired as parts manager of Suntrup
Hyundai West. Grygiel has previous parts
experience at Plaza Motor Company in St.
Louis and Marty Cancila Kia in Florissant.
Brian Noeth, parts manager at Suntrup
Hyundai, says the restructuring allows
Suntrup Automotive Group to offer its
customers the expertise they have come to
expect.
Dave Mungenast
Hyundai in
Hazelwood relocated
on March 1 to 649
Dunn Rd. from its
Dave Mungenast
Hyundai in
Hazelwood has
relocated. Parts
Manager John
Boehme says
the new location
is an upgrade
and allows more
space for
expanding parts
inventory.
previous location at
8917 Dunn Rd. The
new location is an
upgrade and allows
more space for
expanding parts
inventory, Parts
Manager John
Boehme said.
The recently held
Continued on page 28
Page 26 May 2012 Parts & People www.partsandpeople.com

Parts & People May 2012 Page 27

People & Places
Ethan Holterman, a student at Linn State
Technical College, won second place in
the Automotive Refinishing Technology
division at the recent State SkillsUSA
competition in Linn.
Continued from page 26
Missouri SkillsUSA Leadership and
Skills Conference, at Linn State
Technical College in Linn, will send its
winners to the National SkillsUSA
competition in Kansas City, Mo., in June.
The first-place winners include the
following, by division: Automotive
Refinishing Technology — Katie Beck
of Ranken Technical College (post
secondary), James Chesser of Lewis
& Clark Career Center (secondary);
Automotive Service Technical Information
— Lucas Klinkhardt of Ranken
Technical College (post secondary),
Quentin York of Four Rivers Career
Center (secondary); Automotive Service
Technology — Josh Meyers of
Ranken Technical College (post
secondary), Scott Martin of Career
and Technology Center at Ft.
Osage (secondary); Collision Repair
Technical Information — Kevin Wiles of
Lebanon Technology and Career
Center (post secondary), Brian Finney
of Lebanon
Technology and
Career Center
(secondary); Collision
Repair Technology —
Jonathan Young of
Ozarks Technical
Community
College (post
secondary), Kelby
Martin of Lewis &
Clark Career
Center (secondary).
KENTUCKY
Toyo Tire U.S.A.
Corp. has announced
Lucas Klinkhardt,
of Ranken
Technical
College, received
first place in the
Automotive
Service Technical
Information at the
recent State
SkillsUSA
competition in
Linn.
that Scott Moberly of Berea, Ky.,
drove off with the “ultimate prize” in the
Toyo Tires Ultimate Ride Sweepstakes —
a custom 2011 Dodge Durango. The
Mineral Gray Metallic Dodge Durango
Heat Edition 4x4 was outfitted with a set of
Proxes ST II high-performance tires
wrapped around 22-inch Savini Forged
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.
SV28c wheels. Other custom features
included a Magnaflow exhaust system, an
upgraded Alpine Audio entertainment
system and a black leather interior with
blue stitching. Completing the exterior
appearance was a T-REX four-piece flat
black mesh grill fitted with the UFC logo.
Toyo is the official tire of the UFC and
supports the sport of mixed martial arts.
NATIONAL
Performance Racing Industry
(PRI), producers of the motorsports
business magazine and trade show,
finalized plans to be purchased by the
Specialty Equipment Market
Association (SEMA). With more than
20 years of publishing and management
experience at PRI, John Kilroy will serve
as vice president/general manager of PRI
and assume day-to-day operations for the
group. All the operations, employees, and
offices will remain intact at PRI's current
location in Laguna Beach, Calif. The 25th
Annual Performance Racing Industry
Trade Show will take place Nov. 29-Dec. 1
in the North/South Building of the Orange
County Convention Center in Orlando, Fla.
It will feature exhibits by 1,100 racing
companies in 3,100 booths, requiring
700,000 square feet to house the event.
Some 38,000 buyers will attend from
across the U.S. and 72 countries. SEMA
plans to maintain the racing identity and
heritage of 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
Continued on page 29
Page 28 May 2012 Parts & People www.partsandpeople.com

Continued from page 28
six locations throughout the Midwest.
Volkswagen of America has broke
ground on a new $40 million, 400,000square-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 ecommerce
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
PP0212S
enhanced ROI for exhibitors, while
continuing to offer the annual training and
networking opportunity for A/C specialists
from the U.S. and other countries.
Bendix was recognized for product
innovation excellence by the Automotive
Distribution Network at its 2012
Network National Convention in Las Vegas.
During the convention’s closing festivities,
the Bendix team was presented with the
award for exceptional innovation for its
“hardware in the box.” The innovation,
inspired by customer needs, contains
Continued on page 30
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 year�s event.
Polk is the corporate sponsor
of the Global Automotive
Aftermarket Symposium
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.
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
www.globalsymposium.org
Parts & People May 2012 Page 29

Your Parts Source For All Things Ford!
Use Only Original
Nissan Parts
Refined To
Perfection.
Genuine Honda parts.
Over 25 Years Combined VW
parts experience
4 Delivery Trucks
Hot Shot Deliveries
Substantial VW Parts Inventory
� Free Local Delivery
� Same Day Shipping
�Courteous
& Professional
Service
Toll Free 800-731-8270
Fax 314-731-0974
675 Dunn Road Hazelwood, MO
Over 99 years collective
Nissan parts experience
Hot Shot Deliveries
Sizeable Parts Inventory
661 Dunn Road • Hazelwood, MO
800.731.8270
fax: 314.731.4062
www.bommaritonissan.com
Over 58 years combined
Honda parts experience
Hot Shot Deliveries
Extensive Inventory
4 Delivery Trucks
toll free: 800.731.8270
fax: 314.595.7277
www.bommaritohonda.com
330 Brookes Dr. Hazelwood, MO 63042
Why VW
With strength, solidity, and premium materials,
Volkswagen quality is easy to recognize.
USE ONLY ORIGINAL VOLKSWAGEN PARTS
BOMMARITO
Volkswagen
of Hazelwood
www.bommaritovwhazelwood.com
400 Brookes Dr. • Hazelwood, MO
800-731-8270 • FAX: 314-595-7434
People & Places
Continued from page 29
everything necessary for a brake job –
including clips, brake lube, noise insulators,
wire sensors, and abutment kits — within
each premium friction line product.
Federal-Mogul recently announced
that its board of directors has decided to
modify the company’s corporate structure
to create a separate and independent
aftermarket division and has engaged a
search firm to fill the position of CEO of
the division, who will report directly to the
company’s board of directors. Federal-
Mogul’s aftermarket business unit is one of
the largest independent global suppliers of
premium-branded automotive parts, with
global sales of $2.3 billion in 2011.
The Timken Co. received the 2011
Quality Award from the Automotive
Distribution Network. Timken supplies
the group with a full line of automotive
aftermarket products, including Timken
hub units, bearings, grease, and seals. The
award was presented at the closing
ceremony of the 12th Automotive
Distribution Network National Convention
in Las Vegas.
Continental Automotive’s Chassis
and Safety Division was recognized as an
excellence award winner at Toyota
Motor Engineering & Manufacturing North
America Inc.’s (TEMA) Annual Supplier
Business Meeting (ABM) on March 13.
Held at the Northern Kentucky Convention
Center in Covington, Ky., ABM brought
together approximately 900 attendees from
across North America. ABM allows TEMA
to discuss business objectives with direct
and indirect suppliers in preparation for its
upcoming fiscal year. Every year, TEMA
recognizes suppliers who exceeded the
company’s expectations in several
categories.
Bilstein has received the auto motor
und sport “Best
Brand” award again
this year. The
116,273 readers who
voted in this year’s
rankings once again
put Bilstein at the top
in the Sports
Suspensions/
Springs/Shock
Absorbers category.
This means that
Bilstein has been the
auto motor und sport
winner in the sports
suspension, sports
The readers of the
magazine auto
motor und sport
have cast their vote:
Bilstein remains
unbeaten in the
Sports Suspension/
Springs/ Shock
Absorbers category.
shock absorbers, and springs section seven
times in a row.
The National Automotive
Technicians Education Foundation
(NATEF) has recognized the generous
support from the automotive industry, as
well as those organizations whose
contributions help to ensure the future
supply of qualified, entry-level technicians.
The list of industry donors includes:
American Honda Motor Co.,
Automotive Aftermarket Industry
Association (AAIA), Gates Corp.,
Hendrick Automotive Group, Motor
and Equipment Manufacturers
Association (MEMA), National
Automotive Parts Association
(NAPA), National Automotive
Dealers Association (NADA),
National Institute for Automotive
Service Excellence (ASE), Navistar,
Inc., Nissan North America, Inc.,
and Toyota Motor Sales, USA.
NATEF’s new accreditation logo.
VehicleOwnersGuide.com has
announced that collision repair users of its
Estimate Scrubber
(www.EstimateScrubber.com) portal can
now receive a 5-percent discount on any
classroom auto course from Vale
Training Solutions. For more
information, visit
www.estimatescrubber.com or
www.valetrainingsolutions.com.
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 Angelesbased
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
Rick Cole has
joined Barrett-
Jackson as an
Automotive
Specialist to
help consign
collector cars
and automobile
collections.
hand with Gary Bennett, vice president of
Consignments.
The Motor & Equipment
Continued on page 31
Page 30 May 2012 Parts & People www.partsandpeople.com

Continued from page 30
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 (DPSS) as
vice president, sales,
independent
aftermarket, North
America. Swetman
will be responsible for
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.
Ray Swetman
joins Delphi
Product &
Service Solutions
(DPSS) as vice
president, sales,
independent
aftermarket,
North America.
directing Delphi’s
aftermarket sales
efforts, and driving
customer and channel
expansion. In addition,
Delphi announced that
Malcolm Sissmore,
most recently vice
president of
independent
aftermarket sales for
North America, has become country
director for DPSS Canada, leading the
company’s effort to accelerate growth and
expand Delphi’s share of the automotive
aftermarket in Canada.
Schwartz Advisors LLC, a mergers
and acquisitions advisory and management
consulting firm focused on the automotive
aftermarket, announced that it has recently
added two new partners, Dennis
Welvaert and Mitch Williams, who will
work on merger and acquisition initiatives
and strategic consulting projects.
Meritor Inc. has appointed Doug
Wolma as general manager of Global
Aftermarket Operations, and Craig
Cartmill, vice president of Aftermarket
Americas. Both report directly to Joe
Mejaly, vice president and president of
Aftermarket & Trailer. Wolma is now
responsible for leading global operations
and strategic deployment, including
remanufacturing, distribution, supply chain,
and the worldwide aftermarket footprint.
The new position includes 20 facilities
located in 12 countries around the world.
In memoriam: Warren J. McEleney,
90, president of the National Automobile
Dealers Association (NADA) in 1971, died
March 23. McEleney, who served on
NADA’s board of directors representing
Iowa from 1966 to 1976, began his career
with McEleney Motors in Clinton, Iowa, in
1946. He was the father of John McEleney,
who served as NADA chairman in 2009.
The McEleneys were the first father and
son to lead the association. “Warren
McEleney was an exceptionally respected
and beloved leader in the automobile
industry and in his community,” NADA
President Phil Brady said. Memorials may
be made to Jesus Christ, Prince of Peace
Parish, 1105 LaMetta Wynn Dr., Clinton,
Iowa 52732. Online condolences may be
left at www.papefh.com. Expressions of
sympathy may also be sent to John and
Ginny McEleney, 1111 Melody Hills,
Fulton, Ill. 61252.
In memoriam: Ferdinand Alexander
(F.A.) Porsche, 76, died April 5. Matthias
Müller, president and CEO of Porsche AG,
paid tribute to Ferdinand Alexander
Porsche’s services to the
sports car manufacturer:
“As the creator of the
Porsche 911, he
established a design
culture in our company
Ferdinand
Alexander
Porsche, the
creator of the
Porsche 911,
died April 5.
that has shaped our sports
cars to this very day. His
philosophy of good
design is a legacy to us
that we will honor for all
time.” His childhood was
shaped by cars, and he 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 bestknown
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
WE DELIVER!
Advertisers’ Index
ACDelco ............................................................9
Autohaus BMW...............................................16
Axle Boy Enterprises.......................................12
Bommarito Ford..............................................30
Bommarito Honda ..........................................30
Bommarito Nissan ..........................................30
Bommarito Volkswagen of Hazelwood..........30
CEMB USA......................................................14
Community Wholesale Tire...............................8
Crown Motors .................................................26
Dean Team of Kirkwood .................................11
Elite Worldwide ...............................................26
Exedy Globalparts Corp. ..................................5
F & C Truck Sales & Service .............................6
Frank Leta Acura.............................................24
Frank Leta Honda ...........................................24
GAAS...............................................................29
Hartog Oil Co. .................................................24
Hicks Oils, Inc. ................................................13
Jasper Engines & Transmissions......................8
JC Auto & Truck Parts ....................................31
Kia Motors America ..........................................7
New & Used Auto & Truck Parts
Quality Used Engines
Aftermarket Parts
Lexus of Peoria ...............................................19
LKQ Corp. .......................................................18
Lou Fusz Automotive......................................32
Lou Fusz Chrysler Jeep Dodge......................10
Mac-Weld, Inc.................................................14
Mercedes-Benz USA LLC ................................2
Mid-Nite Auto Supply ...............................10, 17
Mudlick Mail....................................................23
NAPA Auto Parts.............................................12
NAPA ProLink..................................................28
Parts International...........................................15
Performance Auto Color.................................19
St. James Auto Salvage ...................................6
Stone Wheel, Inc...............................................4
Subaru of America dealerships ......................25
Suntrup Nissan Volkswagen Kia ....................15
Suntrup Hyundai.............................................11
Total Lubricants USA, Inc. ..............................27
Weir Ford .........................................................22
Weir Wholesale Parts......................................17
Y-Yard Auto & Truck Salvage..........................20
Zurich...............................................................21
To link to advertisers www.partsandpeople.com See Advertisers’ Directory
I would like to receive (continue to receive) Parts & People Yes No
Business Name __________________________________________________________
Your Name________________________________________ Title __________________
Address ___________________________________________ Unit Number __________
City __________________________________________ State ______ Zip ___________
Phone (_____) _____________ e-mail ________________________________________
Signature __________________________________________________ Date _____________
Yes, In-Region Industry Pro FREE! Yes, Non-Region/Supporter $36.00
Type of Business: (Circle one) Yes, Digital, Turn-Page Issue FREE!
Collision Shop Dealership Distributor Parts & Equipment Stores Machine Shop
Repair Manufacturer Other ________________________________________
MAIL TO: Circulation Dept., Parts & People, PO Box 18731, Denver, CO 80218-0731
Fax: 303-765-4650 E-mail: tracy@partsandpeople.com
Subscribe online at www.partsandpeople.com
Parts & People May 2012 Page 31

WE DELIVER
The Lou Fusz Automotive Network
is the largest distributor of genuine
factory parts in the Midwest
ONE STANDARD OF
EXCELLENCE &
PROFESSIONALISM
~
WE DELIVER LOCALLY
FAST & FREE
5 DAYS A WEEK
Delivery routes throughout
Eastern Missouri
and South Central Illinois
• Columbia
• Rolla
• Jefferson City
• Fulton
• Springfield, IL
• Effingham, IL
• Quincy, IL
• Washington
• Salem
• Cape Girardeau
• Jacksonville
• Charleston
• Mattoon
• Carbondale, IL
• Mt. Vernon, IL
…AND ALL
LOCATIONS IN-BETWEEN
800-325-1492 • 314-595-2795
800-451-7783 • 636-970-2202
800-325-9584 • 636-442-8168
800-341-5935 • 314-997-1918
We Are
St.Louis
800-325-9581 • 314-966-8188
888-533-2175 • 636-532-9657
800-528-2525 • 636-970-4100
800-392-1372 • 314-997-3400
877-221-4151 • 314-595-2962
LOU FUSZ
Page 32 May 2012 Parts & People www.partsandpeople.com