Volume 7, Number 8, $5.95
They Used to Be
SEMA AND AAPEX
Four Pages of Photos!
David, Doug, and Ron Vaughan
Only one person works on his car.
And only one oil works in his engine.
More ASE-certified top mechanics use Valvoline in their own cars.*
Mechanics can use any oil they want. They choose the one with a proven
reputation for quality, protection and a history of innovation. Valvoline.
© 2009, Ashland Canada Corp.
*Source: Thomas Penway Research Poll of ASE Mechanics in the United States
100 YEARS UNDER THE HOOD.
10 Exide Batteries
More Than Batteries!
12 AIA Canada
Attention ASPs & Jobbers!
14 Eastern Automotive
95 Years Strong!
20 McFarlane Automotive
From Tech to Jobber
22 Create a World Class Job
And Hire for Keeps
23 Redline Detection
Redline Does It Again!
24 SEMA in Colour
Beautiful and Unusual
2010 EVENTS CALENDAR
International Auto Show
Cobo Centre, Detroit, Ml
Palais des Congrès, Montréal, QC
14 24 26
26 AAPEX in Las Vegas
A Lot to See and Learn!
Be Sure to Verify First
29 In Extreme Temperatures
Do You Manage Crises,
or Your Shop?
30 Spotlight on MOOG
Solutions that Mean
31 New Technologies
They Used to Be
32 East Penn Battery Canada
Batteries Now in Canada
MACS Convention 2010
Rio Hotel and Convention
Center, Las Vegas, NV
34 Lindertech 2009
Luis Ruiz, Part 2
35 Brake Rotors
36 EQUIP AUTO 2009
Grands Prix Awards for
38 Garage Business
IN EVERY ISSUE...
9 New Products
Know Your Parts
6, 8, 37
Around the Industry
Visit us on
the Visit world us stage. on
the world stage.
Our new international calling card.
Our new international calling card.
| www.autosphere.ca | December 2009 | CarCare Business | 3
Know Your Parts
In the United States, the Automotive
Aftermarket Suppliers Association’s
(AASA) “Know Your Parts” campaign
is an initiative of the association
and the AASA Marketing Executives
This was started in the fi rm belief that it’s
not important where a product is made
but rather who stands behind it. Many
name brand suppliers have taken up this initiative
and wear buttons proclaiming they stand
behind the “Know Your Parts” campaign. Most
of these same suppliers operate in Canada and
also stand behind their parts.
This was all initiated because of the concern
about low-cost, off shore, generic auto parts
coming into the aftermarket throughout the
entire supply chain. In other words, the whole of
the aftermarket could suffer if the public loses
confi dence in the industry’s parts and services.
As a shop owner, you have a responsibility to
your customers when parts are installed on their
vehicles; not just “parts”—quality parts! Vehicles
of today are made to last 20-25 years. You
should install quality parts on their vehicle as a
return on their investment to make the vehicle
lasts longer, and make sure the client knows
that this investment is certainly worthwhile.
Low cost, low quality parts may not meet safe
operating standards and post a possible danger
4 | CarCare Business | December 2009 | www.autosphere.ca |
to your client and you, the shop owner, who
will handle the installation. You don’t want to
install brake pads that slow down the vehicle;
you want to install brake pads that stop the
vehicle when and where it is needed.
This will add up for you; when you put quality
parts on vehicles, you’ll be getting a decent
return on your investment. In turn, that investment
can be reinvested in proper training,
new technology, new equipment, etc. If
you install low quality parts on vehicles,
you know the profi t is less, therefore your
ROI is less—the warranty likely won’t hold up,
you can’t rely on it or the parts.
Purchasing parts from the correct source is
also important—buy quality parts from recognized
jobbers and distributors. They will
stand behind their products. When you install
low quality/inexpensive parts on vehicles, you
stand apart from the automobile dealers who
claim they install quality parts.
You could lose
At the end of the day, if you keep installing low
quality/inexpensive parts, you stand to lose.
How many times can you go back to the supplier
with a warranty claim that’s not worth the
paper it’s written on?
Change your business outlook—install quality
parts on your customers’ cars that you know
will keep them safe, and purchase those parts
from the most reliable source. It’s one way to
make your business more successful.
Here’s another tip: Check out our website
www.autosphere.ca—it contains all the latest
news, events, products, and information on
today’s automotive issues.
And we have renamed CASP; please have
a good look at the aptly named CarCare
Rémy L. Rousseau
Publisher & Editor Rémy L. Rousseau
Associate Publisher Shirley Brown
Pierre Bissonnette, Éric Descarries, Brian Early,
Pierre Lalonde, Dave Redinger, Frank Tonon
Valérie St-Cyr email@example.com
Monique Desbiens 100cDesign@videotron.ca
Revision Shirley Brown
Wendy Allain firstname.lastname@example.org
Marie-Hélène Côté email@example.com
Denise Prud’homme firstname.lastname@example.org
Nancy Belleville email@example.com
Luc Champagne firstname.lastname@example.org
Nathalie Plouffe email@example.com
Réjean A. Rousseau firstname.lastname@example.org
Garth Vogan email@example.com
One-year: $27.95 Two-year: $49.95 Three-year: $59.95
Rousseau Automotive Communication
455, rue Notre-Dame Est, suite 311
Montréal, QC H2Y 1C9
T : 514-289-0888, 1-877-989-0888
F : 514-289-5151
CarCare Business Magazine is dedicated to serving the
business interests of the maintenance and repair industry.
It is published eight times a year by Rousseau Automotive
Communication, a member of AIA Canada. Material in
CarCare Business may not be reproduced in any form
without written consent from the publisher. The publisher
reserves the right to refuse any advertising and disclaims
all responsibilities for claims or statements made by its advertisers
or independent columnists. All facts, opinions and
statements appearing within this publication are those of
the writers and editors themselves, and are in no way to
be construed as statements, positions or endorsements by
Rousseau Automotive Communication.
Printed in Canada
ISSN no. 1920-731X
Publications Mail Agreement no. 40014105. Return undelivrable
Canadian addresses to Rousseau Automotive
Communication / Circulation Department, 455, rue Notre-
Dame Est, suite 311, Montréal, QC H2Y 1C9
SLEET, ICE AND SNOW
BLIZZAK WINTER TIRES
Atlas Tire Wholesale Inc.
YOUR SOURCE FOR BRIDGESTONE TIRES
6290 SHAWSON DRIVE
MISSISSAUGA, ON L5T 1H5
TEL (905) 670-9791
FAX (905) 670-0581
140 McLEVIN AVE., # 6 & 7
SCARBOROUGH, ON M1B 3V1
TEL (416) 292-8202
FAX (416) 292-8177
that Heath Breedlove has
joined the company as
its new vice president of
retail and program group
sales. In this position,
Breedlove calls on and facilitates
sales growth with
program groups and retailer customers
businesses. Prior to joining Beck/Arnley,
Breedlove served as regional director of
store sales for General Parts Inc., where
he managed sales activities for more than
20 CARQUEST Auto Parts stores.
Gates Corp. has unveiled a new online
parts application database—NaviGates.
This database enables users to easily
search Gates’ complete line of OE quality
aftermarket parts by vehicle category, VIN,
or part description—all via an Internet
The next-generation NaviGates provides
application information for virtually any
vehicle catalogued by Gates. This includes
passenger cars, light trucks, medium/
heavy-duty trucks, buses, refrigeration
units, farm tractors, lawn and garden
equipment, snowmobiles, ATVs and more.
NaviGates also gives users access to the
Gates industry-leading VIN Decoder, product
photos, routing diagrams, tech tips,
training videos, and promotional materials.
Download the NaviGates application by
6 | CarCare Business | December 2009 | www.autosphere.ca |
Succession Award to Marie-Josée Rousseau
In the Lux 2009 contest, Marie-Josée Rousseau was presented
with the Succession Award, Published Work for a photo
of a tire recovery centre (using a Nikon D-200 camera). Said
photo was part of a series on the environment and the automotive
industry, published in a special edition on the environment
in 2009 by Rousseau Automotive Communication.
The artistic approach of Marie-Josée, who recently received
a Diploma in Art History – Photographic Concentration, and
who for the last several years has been contributing to the
various activities of the aforementioned fi rm, is geared toward
Quebec’s industrial landscape.
The contest, where close to 2,000 entries were submitted
by 84 photographers and illustrators, was presided over by
Frédéric Metz and Lino. The magazine Grafi ka dedicated a
special edition to the contest organized by Éditions Infopresse,
in cooperation with L.L. Lozeau. La Capic and AIIQ also participated in the event.
Wells Launches Free Webbased
Diagnostic Guide for
ABS Trouble Codes
Wells Manufacturing launched the
automotive service industry’s first free
comprehensive, Web-based diagnostic
guide covering every popular ABS trouble
code on domestic, Asian, and European
vehicles manufactured since 1996.
Available 24/7 at www.wellsmfgcorp.
com, this new resource goes beyond
simple code descriptions to provide detailed,
recommendations. The Wells team will
continually update and expand trouble
code listings and related information to
help users more quickly identify and resolve
Wells now also offers a dramatically
enhanced guide to OBD II powertrain
trouble codes. This free guide through
the Web site, provides comprehensive,
vehicle-specifi c diagnostic recommendations
by code as well as corresponding
cause(s) listed in probability sequence.
To use the new Wells ABS and powertrain
trouble code guides, simply follow
the “Technical” and “Trouble Codes”
links at www.wellsmfgcorp.com.
Maximize Chassis Service
Federal-Mogul Corp. is helping aftermarket
distributors, jobbers and service providers
maximize the growth of their chassis businesses
through the addition of hundreds of
new MOOG replacement steering and suspension
The company’s MOOG chassis brand engineering
and product teams have introduced
nearly 500 new components covering an extensive
array of popular late-model foreignnameplate
and domestic applications. In fact,
310 of the latest MOOG chassis product introductions
cover foreign-nameplate vehicles.
This year, F-M has introduced more than 130
new MOOG tie rod designs, over 120 additional
sway bar links and dozens of new ball
joints, coil springs, control arms, strut mounts,
bushings, and other precision-engineered components.
The company has added nearly 1,000
new part numbers to the MOOG product line
since 2008 and nearly 2,200 over the past
fi ve years.
For additional information regarding MOOG
steering and suspension products, visit the
technician-focused Web site, www.moogproblemsolver.com,
or contact your MOOG supplier.
Visit www.FMe-cat.com for a complete
product line part number look-up.
PIRELLI WINTER TIRES:
YOUR BEST FRIENDS IN EVERY WINTER CONDITION.
Winter Sottozero Serie II
(210, 240, 270) (210, 240)
Atlas Tire Wholesale Inc.
6290 SHAWSON DRIVE
MISSISSAUGA, ON L5T 1H5
TEL. (905) 670-9791
FAX. (905) 670-0581
Winter 210 / 240
YOUR SOURCE FOR PIRELLI TIRES
TOLL FREE NUMBERS AVAILABLE
Carving / Edge
140 McLEVIN AVE., # 6 & 7
SCARBOROUGH, ON M1B 3V1
TEL. (416) 292-8202
FAX. (416) 292-8177
Ice & Snow
OTC Continues to Extend
OTC announced that the company continues
to extend its Pegisys diagnostic
platform with the release of its new ‘J’
Kits. Essentially, they bundle the latest
technician-requested software and hardware
enhancements, and is now included
with every Pegisys purchase.
Based on direct input from technicians,
new features include a 6-month initial
subscription for Domestic/Asian enhanced
software with Pegisys
all of the neces- necessary
and J2534 reprogramming
capability, a 90-day subscription
to Direct-Hit Technician, powered
by Identifi x, and a special trade in
offer. Also, each new Pegisys purchased
will receive a certificate for on-site tool
familiarization and setup service from a
certifi ed SPX trainer.
1-800-533-6127 / www.otctools.com,
KYB.com Wins Two Awards
KYB America was recently recognized
with two Automotive Communications
Awards during AAPEX in Las Vegas. These
awards are presented annually by the Car
Council Women’s Board and supported
by the Automotive Communication Council.
They recognize companies who best
provide automotive information through
various media outlets. This year, KYB
America’s new website, www.kyb.com, was
recognized with the Best Website Award in
the Business to Business Category and the
Best in Show Award, also in the Business
to Business Category.
8 | CarCare Business | December 2009 | www.autosphere.ca |
Grote Introduces LightForm,
the World’s First Flexible
LED Lighting Film
Grote Industries introduced the first
commercially available versions of its new
LightForm fl exible LED lighting fi lm technology
during a press conference at the
2009 SEMA Show.
“At less than 1mm thick, LightForm
flexible LED lighting film enables users
to quickly and easily install LED lighting
in tight spaces previously inaccessible to
vehicle lighting and can even be sewn into
fabric,” said VP of Sales and Marketing,
John Grote. “Now customizers/restylers
can achieve fantastic interior and exterior
LED lighting effects.”
The new LightForm fl exible LED lighting
fi lm is ultra thin, ultra pliable, allowing
users to bend lighting around corners,
over contoured areas and into complicated
shapes. The LED strips come in power
strips and extension strips and each power
strip can illuminate up to two extension
Success With Foreign Nameplates
Tenneco Aftermarket Team
Receives Six Awards
Tenneco’s North American Aftermarket
organization received six Automotive
Communications Awards for excellence
in business-to-business and business-toconsumer
marketing and training during
AAPEX in Las Vegas. Awards received by
Business to Consumer
• Best Radio Commercial: Monroe Shocks
& Struts, “Just the Way It Is”
• Best Educational Article: Monroe
Shocks & Struts, “If Squirrels Could
Talk About Car Maintenance”
• Best Car Care Clinic: Tenneco Technology
Tour Monroe Ride & Drive events
• Best Educational Video: Monroe Shocks
& Struts, “Wedding”
Business to Business
• Best Print Ad to Technician/Repair
Audience Monroe Brakes campaign,
• Best Public Relations Effort: Monroe &
Walker brands HTML eMail campaign
John Wamboldt of Albion Automotive is a Uni-Select jobber member and has had a
great deal of success recently selling Uni-Select’s Beck/Arnley foreign nameplate line.
“Since Uni-Select got into this line, we’ve put in more inventory in order to give our
customers what they need and we’re up substantial numbers with the Beck/Arnley line!
I account this to having the product fi rst off, then being competitive and having very
little investment involved. With that, we’ve been able to take the line and run with it
and offer the service to our customers. A big plus here is that we have not hurt any of
our other product lines.
“Uni-Select has the inventory with this great line, a good pricing structure, they built
the program the right way and the Beck/Arnley representative is phenomenal to work
with—part of our success with the line.”
Quiet-Flow Muffl ers Now
Integrated Under Tenneco’s
Tenneco has completed the integration of premium Quiet-Flow
stainless steel muffl ers into its Walker emissions control product
Available for a vast majority of top-selling domestic and foreignnameplate
applications, Walker Quiet-Flow SS muffl ers feature
409 stainless steel heads, shell, bushings, louvered tubes, and
partitions. Each muffl er is manufactured in the same facility as
premium original equipment units and is offered with a limited
lifetime warranty and a 90-day “Safe and Sound” guarantee at
no additional charge.
The Quiet-Flow SS product line is available and for more information
please contact your Walker emissions control supplier or visit
Urea Diesel Exhaust Solution
Blue Def is a new environmental product designed
to meet the greenhouse gas standards set by the EPA for the
end of 2010. It is a reagent diesel exhaust fl uid that, when combined
as required with the new selective catalytic reduction system (SCR),
converts gases into water and hydrogen. Safe for users and the environment,
Blue Def is a solution of 67.5% purifi ed water and 32.5%
urea. Its consumption ranges between 2% and 5% of the total volume
of diesel used. www.bluedef.com / www.societelaurentide.com
OE Quality & Fit
& Part Coverage
New Family of
Radiator Radiator Stop Leaks
Rislone has launched a full line of radiator stop leaks in Canada
including Powder Radiator Stop Leak; Liquid Radiator Stop
Leak; Pelletized Radiator Stop Leak and Liquid Aluminum Cooling
System Stop Leak.
The Powder, Liquid and Pelletized Radiator Stop Leaks use the
same active ingredients, formulated for different applications.
The powder comes in an easy-to-use tube that treats systems
up to 11 litres. The liquid is sold in 300 mL bottles that treat
6- and 8-cylinder vehicles or fi x hard-to-stop leaks in 4-cylinder
engines. The heavy-duty pelletized formula is designed to seal
larger leaks in vehicles with 6-, 8- and 10-cylinder gas or diesel
Liquid Aluminum Cooling System Stop Leak with Xtreme Cool
is one of the few stop leaks that meet the stringent ASTM D6107
specs for engine cooling system stop-leak additives. It’s effective
in cars, trucks, vans, SUVs, buses and RVs. One 479 g bottle
treats 4-, 6-, 8-, and 10-cylinder engines. For larger systems, use
one bottle for every 15 litres of cooling capacity.
Every Rislone Radiator & Cooling System Stop Leak is compatible
with all types of antifreeze. The products are added directly
to the radiator, with no fl ushing required. Get in touch with your
Parts Made Right.
Life Made Easy.TM
For nearly 100 years, Beck/Arnley has been a
leading specialty supplier of premium quality,
genuine foreign nameplate parts with the look,
fit and performance of original equipment.
Beck/Arnley offers broad vehicle and part
coverage, product enhancements and solutions,
and superior customer service, making life
easier for professional import technicians.
Because of Beck/Arnley’s commitment to
excellence, the Beck/Arnley ® For nearly 100 years, Beck/Arnley has been a
leading specialty supplier of premium quality,
brand is favored
by import technicians everywhere, every time.
To learn more and find a distributor, visit www.beckarnley.com.
© 2009 Beck/Arnley Worldparts, Inc.
More Than Batteries!
Exide Technologies has been in operation since 1888.
The company is constantly developing new technologies to
best serve their broad base of customers.
Nelson Rombeiro is vice president
and general manager of Exide’s
Canadian division, and updates
us on the many good things going on at
Exide globally, and particularly in the past
“Our management team has been focused
on stabilizing our business, while working
closely with our customers to grow and
improve their business,” states Nelson.
“We’re putting a tremendous focus on the
future in terms of product development,
engineering resources and geographic
expansion of our footprint.”
Meeting the demand
Nelson continues, “Currently there is considerable
activity in expanding our AGM
product portfolio to meet the anticipated
demand for micro hybrids and advanced
vehicle applications. We’ve also developed
AGM solutions to service the heavy-duty
market with their growing APU systems,
requiring batteries that provide additional
cycling capabilities. In addition
to these nearer-term activities, Exide
is also evaluating alternative advanced
battery technologies. The company recently
announced the start up of a new
division; ReStore Energy Systems which
will focus on renewable energy opportunities
and the development of Lithium ion
“Bringing things a little closer to home
with our Canadian business today, we
are a market leader in Canada and enjoy
a very strong balanced portfolio of customers
across several segments. This
demonstrates our ability to customize
our programs to different channels and
customers—one of our big strengths!
10 | CarCare Business | December 2009 | www.autosphere.ca |
However, we won’t sit back as we believe
strongly in continuous improvement and
have invested heavily in the Canadian
business. We have devoted resources to
the expansion of certain facilities, new
equipment and people development while
looking to further enhance our footprint
across the country. This multifaceted approach
allows us to continue to provide
high levels of service to our existing customers
while developing new customer
partnerships now and in the future.”
Exide offers a lot
Exide’s approach to business is not to just
sell a “black box” to a customer—their
comprehensive approach provides much
more. They offer innovative programs that
help provide a competitive advantage
for their jobber customers and increase
demand at the installer level. Nelson says,
“One of our strengths in the traditional
aftermarket is our ability to work directly
with our jobber customers to help increase
their sales to the installer. We’ve also developed
innovative loyalty programs to
improve penetration at the installer level.
Along with the batteries, we provide testers,
other equipment and promotions to
the important installer segment. We don’t
want to just sell the product and forget
about it, we want to help our customers
grow—this remains one of our
key objectives. We do this by
providing a tremendous amount
of detailing and jobber customers’
“The service that follows the purchase
of the battery remains
one of our key strengths. We
typically provide a weekly store
door delivery. With that delivery
comes a whole menu of services
including; delivery of batteries,
core collection, pick up of warranties,
review of merchandising
and POP material to help determine
if customers would benefit
from changes or improvements
in their marketing approach—all
important issues when dealing
with a product such as batteries.
In addition, we are good stewards
of the environment by managing
recovery and recycling of lead.”
In addition to the automotive market,
Exide supplies several different applications
to the industrial market. In many
cases, Exide has the ability to be a one-stop
shop for jobbers and their customers.
Nelson has been with Exide Technologies
since 1992, mainly in the aftermarket,
holding sales and national account positions
within the company through 1999.
He then moved into the company’s OE sector
based out of Detroit where he was initially
responsible for the heavy-duty business
before becoming VP of OEM in 2001.
He returned to the Canadian division near
the end of 2005 to assume the role of
VP and general manager of Canadian
Operations of Exide Technologies.
Calling your next appointment
Calling a tow truck, stuck in the
middle of nowhere.
Start Positive. Stay Positive.
Performance. That’s what you can expect in every Exide NASCAR® Extreme
battery we build. The kind of ultimate performance provided by our advanced
Silver Shield protection that stands up to heat corrosion and combines superior
anti-shock design with long-lasting starting power. In other words, it keeps on
going so you can too. Plus, the Exide NASCAR Extreme is backed by the industry’s
best warranty. Want more positive news? Go to exide.com.
Exide Technologies. Mississauga, ON L5N 0A6. Exide is a registered trademark of Exide Technologies.
NASCAR ® is a registered trademark of the National Association for Stock Car Auto Racing, Inc.
Attention ASPs & Jobbers!
Lots of things happen in Vegas… but not all of them stay in Vegas! Thank goodness, because
AIA Canada made a big announcement there and we’re printing it here.
AIA IA President Marc Brazeau
and current AIA Chair John
Watt held held a press conference
in Las Vegas in order
to present their newest study:
“Hidden Potential Unmasked,”
the Canadian Automotive
Aftermarket Demand Study.
And wow, what a lot of dynamite
information… especially for
Automotive Service Providers
A rosier future than you
Marc said, “This is the most
important document to date
that we have completed for
the Canadian Automotive
Aftermarket. Much speculation
has been made
about the future because
of the economic situation.
Well, the future looks a lot better than
you may think! Underperformed mainmaintenance is a hidden market, and if fully
realized, this market could almost double John walked us through some of the
the size of our Canadian industry. We are details that are in the report the most
losing business because we need to take a outstanding of these was that “there is
fresh approach to each vehicle that comes $10.33 billion of additional work that
into the bay. Providing customer service the industry is missing out on right now!
means doing an inspection on all vehicles That is a big number and may seem unreal-
regardless of what symptoms they come istic at fi rst until you stop and think about
in with and appropriately advising the it. That number represents the whole fl eet
vehicle owner on what their vehicle needs. on the road. Let me break it down further,
This is not about upselling what is not by making this statement: Vehicles 4 to
required. It is about doing a better job of 12 years old are being “under serviced” by
recognizing and communicating just what an average of $239 every time they visit
is needed now and what can be deferred an Automotive Service Provider. More
with some idea of recommended intervals. intensive research into six specifi c prod-
Doing just what is asked is bad business uct categories (brakes, wipers, batteries,
and bad for the customer.”
oxygen sensors, shocks/struts, and cabin
12 | CarCare Business | December 2009 | www.autosphere.ca |
filters) showed those services
alone accounted for $116 of that
“For suppliers and distributors,
the potential is equally alluring.
Shops that do more maintenance
and repair work buy more parts.
The $2.5 billion dangling as low
hanging fruit for suppliers through
existing channels and customers,
is that worth targeting? The report
is clear. The work is out there to be
done. The question becomes whether
we in the aftermarket will seize the
opportunity. The odds of success are
certainly great. We have the customers,
we have the techs, we, as an industry,
can develop programs to help the service
and repair community fully utilize
both. Shops that are profi table pay their
technicians better, buy equipment, train,
and pay their bills on time.
Think about market potential
“This report should cause the industry to
step back and think through what market
potential really means, how it affects their
part of the supply chain and what strategies
they are putting into place to ensure
we begin to capture the vast amount
of underperformed maintenance in the
It is absolutely achievable. If you are an
AIA member, go to the AIA website www.
aiacanada.com and download the report—you’ll
be amazed. Get started today
on getting your share of that $10.33 billion
of additional work waiting to be done!
Shirley Brown firstname.lastname@example.org
Eastern Automotive Warehousing/Auto Machinery
95 Years Strong!
95 years is a long time to be in business—but 95 successful
years is even better. Auto Machinery and Eastern Automotive
Warehousing have a big notch in their family business belts
due to their longevity and business acumen.
14 | CarCare Business | December 2009 | www.autosphere.ca |
The Vaughan family of Fredericton,
New Brunswick has a long history in
the automotive repair business. In
1914, W.E. Vaughan and partner started
Vaughan and Kitchen for the sale and
repair of automobiles. His brother John,
son Jack and other family members joined
him. In 1946, Jack expanded the parts
business and relocated under the name
Auto Machinery & General Supply Co. Ltd.
where sons Ronald and Carl eventually
joined the family business.
In 1965, Ron and two partners formed
Eastern Automotive Warehousing to handle
the wholesale warehousing and distribution
to jobber accounts. His son Doug came
on board in 1973 and currently Doug’s son
David has made his mark in the family business…
the fi fth generation of the Vaughan
family to do so.
Auto Machinery is one of the largest automotive
stores in the Maritimes, with over
40 employees. Longevity among several
employees marks this family run enterprise
as a good place to work and grow.
Dick Richardson joined the fi rm in 1916
and stayed until his death in 1973. Other
lifelong employees—George Tims, Stan
Barr, Judd Lutes, Laura Savage, Douglas
Spencer, Ken Harvey, Marven Briggs,
Murray Goodine, Elwood MacKay, Audrey
Goodine, and Everett Bridges—were loyal
and appreciated members of the Auto
Machinery family whose dedication and
expertise helped immensely in the early
years of growth. Claude Gilks joined in
1968 and was the driving force behind
joining Auto Value.
The Vaughan family and staff continues
to provide a valuable service to countless
service stations, parts stores, and retail
Enter the 5th generation
David Vaughan joined the company eight
years ago and had an interesting background
before getting involved in the
family business. He was a member of the
Canadian National Snowboard Team and
two-time junior snowboard champion before
a serious knee injury put him on the
David tells us how Auto Machinery/
Eastern Automotive has evolved over
the years: “From the beginning, the business
was a service centre, then went into
dealerships, and eventually into the parts
business with our first jobber store—
Auto Machinery. In the 70’s, the business
moved into the Industrial Centre where we
still are today. This 16,000 sq. ft. building
housed a jobber store at the front; the
back part became Eastern Automotive
Warehousing—the start of our warehousing
business. We had a few stores around
Atlantic Canada, but no banner program.
As jobbers, a few different buying groups
were looked at but none were a great fi t.
Ten years ago we joined the Alliance group
and became the Auto Value distribution
centre for Atlantic Canada. That’s really
where we’ve taken off!”
“We at Eastern are ‘people people’ and
here in the east, business is strongly
based on relationships. We know a signifi -
cant number of our customers on a fi rst
name basis because we deal with most
of them daily. This customer relationship
is one of our biggest assets—my Dad is
one of the best PR guys in the city! The
fact that we’re a family business with fi ve
generations of ties to our area, that we
know what people want—because we ask
them—and that we value customer service
above all else, positions us very well
in today’s market. Also, we have a faster
reaction to economic trends in the Atlantic
Canadian marketplace because we’re well
positioned compared to those who aren’t
from the area. We know the market, know
our customers and can react to programs
and challenges more effi ciently than our
competitors. With Auto Value we’re given
all the tools on the marketing side making
us competitive with all the larger chains,”
David tells us.
We asked David how different business was
today as compared to 20 years ago. “Ten
years ago was a turning point for us, but
20 years ago Eastern was much different
because we weren’t quite sure of the company
direction. We had a warehouse with a
few smaller customers and a pretty decent
size jobber business. We were hovering
between the jobbing and warehousing
business. When we joined Auto Value, we
decided to go hard into the warehousing
business. We now have 14 Auto Value banner-fl
ying stores—none 10 years ago—and
18 Certifi ed Service Centres! We‘ve really
started to grow the program.”
“I’ve been lucky to have two mentors—
my Grandfather Ron, and my Dad, Doug.
They’ve taught me so much. They come
in everyday, both have different styles
of management and it’s good to learn
from each. In addition, they’ve both been
very supportive of my desire to continue
my education. Currently I’m enrolled in
Leadership 2.0 at Northwood University
PHOTOS: STEPHEN MACGILLIVRAY, email@example.com
where I plan to continue on to get an
“I now deal with Auto Value and sit on
some of their committees. They’ve defi nitely
given us the tools to become more
successful and gave us what is pretty
much a ‘turn-key’ parts store program we’d
struggled with before. They’ve also given
us a Certifi ed Service Centre program to
stay competitive today. I have the opportunity
to talk to the ‘experts’ in the industry
at meetings gaining valuable insight
and knowledge from them—a big asset.
“We try to implement as many Alliance
programs as we can, depending on the
area of the store or service centre which
can benefi t from and be best served by
the program information. We use just
about every program available somewhere
throughout our organization—they’ve certainly
helped us grow our business successfully.
All the programs are good ones;
you just have to fi nd the one that fi ts. They
provide enormous support.”
The future is important to Auto Machinery/
Eastern Automotive Warehousing. “Auto
Machinery has been around for a long
time and does a very good job at servicing
customers. We must be prepared to continue
the great service into the future with
the goal to enhance our relationships even
more. With Eastern Automotive, we’re
looking to grow distribution—expanding
more with corporate and independent
locations into Nova Scotia plus targeting
more growth here in New Brunswick. Our
three stores in Newfoundland are doing
very well, indicating a growth market in
that province as well.
“We expanded our current location and
now our new, modern facility boasts
32,000 sq. ft. In our area, I believe there
will continue to be vast opportunities in
the aftermarket. Many people are choosing
not to trade in cars, opting to keep
and maintain them. The current economic
climate has shown people that with good
maintenance they can hold on to their
vehicle longer, eliminating a huge expenditure.
Maintenance and repair equals
longevity, resulting in more disposable
cash and that’s a good thing. And here the
aftermarket has a huge advantage. The
industry has taken the right steps for us to
go forward in the future by giving us the
tools we need to help our customers keep
their vehicles in good repair,” David says.
“I’ve been involved with AIA since I started
in the business and sit on the Atlantic
Division board. I’ve been involved with
YES, an amazing group of young people,
and was honored with the AIA young
executive of the year award in 2008.
Through YES I’ve made many great connections.
I encourage any young person to
enter the aftermarket industry and they’ll
surely find an occupation which is fun,
fulfi lling and full of great opportunities,”
Auto Machinery/Eastern Automotive
Warehousing is an enduring family run
business, which has grown with the times
and will continue to evolve with new technologies,
products and the ever-present
customer service. We certainly wish them
at least another 95 years of success.
| www.autosphere.ca | December 2009 | CarCare Business | 15
001010101010010101 11 00 11 10 0110 11 001 11 00 11 00 10 10 1 0110 1 1 0 1 11 0 1 0 00 100101010101 00
fuel delivery system products
Forming the Future
95 years of success
fuel tank assemblies
1 888 910 8888
Congradulation Eastern Auto.indd 1 10/27/09 9:36:45 AM
to Eastern Automotive
on 95 years
16 | CarCare Business | December 2009 | www.autosphere.ca |
for your 95 th anniversary!
Congratulations to Eastern
Automotive Warehousing on their
95 years of distinguished history.
Continued success � om your � iends
at Pico of Canada!
Andy Benner, Benner Sales Inc, 506-850-7446, firstname.lastname@example.org
Congratulations on your
95 th Anniversary,
with many more to come!
| www.autosphere.ca | December 2009 | CarCare Business | 17
on your 95 th Anniversary!
For over 100 years, our company has been at the
forefront of the industry and of customers’ high
expectations, and we make it our ongoing mission.
With a proven track record spanning 95 years,
Eastern Automotive Warehousing is truly
one of our esteemed partners, and for this
we are sincerely grateful.
18 | CarCare Business | December 2009 | www.autosphere.ca |
Congratulations for your 95 th Anniversary!
Eastern Automotive Warehousing
on 95 years of service to the Aftermarket.
J.D.Coyle Sales Inc.
Congratulations to Eastern Automotive
Warehousing for 95 years of success!
From your friends at
Warehousing on their
95 th Anniversary!
95 Successful Years.
Upgrade, Repair, Replace & Perform...
Hella helps you do it all!
Lighting Electrics Electronics Thermal Management
Congratulations to Eastern Automotive Warehousing
for serving Canada 95 years!
Upgrade... your image with accessories, auxiliary lamps, and
upgrade kits from Hella.
Repair... your misfortunes with OE-quality collision parts for European
cars such as replacement lighting from Hella and Thermal
Management products from Behr Hella Service.
Replace... your inconveniences with Hella’s electrical and engine
Perform... at your optimum standards with Hella and Behr
Hella Service. We’ll help you do it all!
Hella, Inc. - Canada
| www.autosphere.ca | December 2009 | CarCare Business | 19
From Tech to Jobber
Brian McFarlane went from being a mechanic to becoming a
jobber: “I became a Bowes franchisee in 1982—a store on
wheels—and did very well. I went to a jobber store in Tavistock
in 1985, then moved to a New Hamburg location. Now I’m a
Uni-Select member and have been since December 2008.”
McFarlane Automotive occupies
11,000 sq. ft. and employs seventeen
people, some of whom have
been there a number of years. “Doug
Hammer, also a licensed technician, has
been with me over 15 years and is assistant
manager,” says Brian. “Lia Fewkes,
our secretary, has been here 15 years
also. My son Kyle started 8 years ago and
works alongside me.
“We have a ‘shuttle run’ to Toronto daily
to pick up parts at our supplier, Uni-Select
and any directs, in order to distribute
20 | CarCare Business | December 2009 | www.autosphere.ca |
to our customers who phone before
10:30 am. We have their parts to them by
1 pm which works out well.
“I really like my job mostly because of
our customers. They like dealing with us
because we’re there for them—we deliver
promptly, we give them great service, we
look after them, if a problem occurs, we fi x
it! In fact, we go the extra 10 miles for our
customers. Many of them have been with
me for 27 years—since I became a jobber.
We have a perfect record with the Better
Business Bureau and won second place in
the Waterloo region as the people’s choice
favourite auto parts store.”
Brian decided to join the Uni-Select group
and hasn’t been sorry. “I can pick the
lines I want to sell… they don’t dictate
that to me. I know what my customers
will purchase and it’s important to be able
to source those lines quickly and easily.
Uni-Select always has more than one line
in stock, so it’s easy to pick what I know
I can sell. I can also buy direct—if I have
good volume in a certain line, then I can
buy that line directly. This allows me to be
more competitive. We pick up orders coming
into the store by 10:30 am. Orders
coming in after that are shipped to us
by Uni-Select arriving overnight ready to
deliver by 8 am.”
Help from Uni-Select
Uni-Select has helped McFarlane
Automotive be more successful. “We have
three chances of obtaining parts. We can
uy direct and have more competitive
pricing. They have a huge inventory,
so what we want is usually
“I really like it that Uni-Select is
a Canadian company as well as
doing inter-warehouse transfers. If
Brampton doesn’t have it, Montreal
will and they immediately send the
product to Brampton. We’re also
able to get product via quick-order
directly from the manufacturer.”
Numerous garage programs
“Uni-Select have numerous ‘garage’ programs—Select
Auto Expert is a great
program that allows a loyalty rebate plus
a good labour rate for warranty claims,
and it’s done right away, not six months
later. Merchandising aids are a welcome
addition, as is the Air Miles program.
Many programs are for our customers and
certainly help them out.
“Uni-Select have set aside room in their
huge warehouse and set up a fully
equipped shop with equipment and tools.
I can take my customers down there for a
demo, let them go through that shop to
see all the latest equipment. It’s a really
neat idea and good sales have been made
through that venue.
“I really like dealing with Uni-Select.
They’re more fl exible—they listen. I can
say, ‘Here’s what I want to do’ and run
it by them. They give me a pretty quick
answer and then go ahead and work with
us... that’s support.”
Uni-Select helps their jobbers and installers
get ahead in business and to become
more successful. “DAVE, another program,
allows our customers to order online, to
access our stock,” says Brian. “Soon our
customers will be able to see the Uni-
Select warehouse stock. We can also order
electronically from the warehouse. Being
a Uni member also allows us to work with
National Accounts now and that’s been a
Brian told us that many things have
changed for the better over his 27 years
in business. “Catalogues were always a
pain to keep up with and now most manufacturers
have websites and Internet that
you can go to to get the most current information.
This is something we use many
times daily. McFarlane Automotive has its
own web page and I put all manufacturers’
icons on it so our installer customers
can access what we do—tech bulletins,
Aftermarket is quality
“The aftermarket is getting more quality
conscious. There aren’t as many ‘lemons’
today! Aftermarket was thought of as
lesser quality, but in a lot of cases it’s better
than OE—we’re fi xing the premature
failure parts. At McFarlane’s we believe
in brand name products—it removes any
doubt about what’s in the box!”
McFarlane Automotive has a training
room in their facility that holds 50 people.
Those attending trainings can walk around
the shop, look at inventory, and obtain a
good idea of what
to offer and what
they do. Brian likes
this set-up stating,
PHOTOS: VALERIE KROPF
Training is big
the many manufacturers
with Uni-Select as well as special trainers
who teach courses like management. “As
well as our website, we also have marketing
classes for our shop owners to show
them how to be better businesspeople. We
tell them to push ‘maintenance’ to their
customers… stop the ‘highs and lows’ in
their business! We ask them to make appointments
for preventive maintenance
and book ahead, like doctors. The shop
owners/their technicians must keep training.
Technicians need to keep abreast of all
the new types of drive train management,
equipment updates, scanners, fl ashing information,
etc. to get ahead. Training and
correct equipment in independent repair
shops is vital today. The aftermarket will
continue to evolve so we must keep up.”
S N A P S H O T . . .
100 Bergey Court Unit B
ADDRESS New Hamburg, Ontario
SIZE 11,000 sq. ft.
Sells various types of
trailers and parts, plus
EXTRAS a full line of industrial,
safety and maintenance
McFarlane Automotive had an Open
House/Trade Show at their new location in
New Hamburg and Brian says that about
750 people turned up—more than they
expected! “We gave away a fl at screen TV
set, a Wii Station, BlueTooth and a deluxe
4-in1 safety coveralls. About 50 prizes
in all were won. McFarlane Automotive
is a little different in that we sell trailers
(utility, ATV, car, equipment haulers, dump
trailers, enclosed trailers, etc.) plus trailer
parts. We also sell a full line of industrial,
safety and maintenance products.”
Looks like McFarlane Automotive has
come a long way from a ‘store on wheels’
back in ’82!
| www.autosphere.ca | December 2009 | CarCare Business | 21
Create a World Class Job Description
And Hire for Keeps
“I have six cars a day left in my parking lot because I have only one technician in
my four bay shop. Because I can’t afford not to get these skills in my shop, I may
have to pay for a plane ticket, a referral fee of $900 to $2,500 and the cost of
service training to get the person I need.”
These words refl ect the reality of one
Nova Scotia employer looking to
fi nd the employees he needs to grow
23% of employers have told the Canadian
Automotive Repair and Service (CARS)
Council in a recent national labour market
survey, that it is somewhat diffi cult or impossible
for them to retain journeypersons
or apprentices. This challenge is made
more diffi cult by the fact that 66% of employers
in 2009 have no formal HR plan in
place to deal with recruitment, retention,
An effective staff retention plan starts with
recruiting the right people using a world
class job description. The best job descriptions
are much more than a compilation of
that job’s roles and responsibilities. They
1. A description of your company to give applicants
an idea of what your company does
and how it fits into the community.
2. The reasons why employees will want
to work for you, such as a pleasant work
environment and satisfied customers. Do you
offer flexible work hours, for instance? 51%
of employees surveyed by CARS, who said
they expected to leave their employer over the
next five years, said they would very likely
reconsider leaving an employer who offered
22 | CarCare Business | December 2009 | www.autosphere.ca |
3. Information about salary ranges and
benefits. Employees surveyed by CARS in
2009 name better salaries (80%) as the best
incentive for staying with a company. Another
21% said that an increase in employer funded
training would be a very effective incentive
4. The skills you want. Onboard electronics
(81%) and hybrid electric vehicles are the two
top priorities for skills or knowledge upgrading
according to Canadian employers. For both
technologies, 69% of employees say they will
need “some” or “considerable” training.
5. Your expectations: Employers participating in
CARS research focus groups spoke out about
some expectations they have about employee
attitudes, “We hire for attitude; we train for
6. The education and training required: Will a
Red Seal designation acquired 10 or 20 years
ago suffice, or are there expectations for employees
to continuously acquire new knowledge
and skills to keep up with the latest tools and
7. What new employees can expect. National
survey statistics indicate that employers and
employees see the start of a new job differently.
66% of employers say they gave formal
orientation when they hired a new employee,
compared to 58% of employees who say they
were put straight to work without any formal
introduction to their workplace.
To build a job description that pinpoints
just the right skills sets you need, you
can start at www.carsability.ca with the
CARSability online self-assessments, built
by industry experts for 34 aftermarket
Funded in part by the Government of
Canada’s Sector Council Program.
By: CARS Council
For additional Recruitment and
Retention tools, check out these
CARS OnDemand training modules
Creating a Motivating Environment
Disciplining & Terminating Employees
Handling Diffi cult Employees
Hiring Excellent Employees
Human Resources Management
Integrating & Motivating Employees
Managing Employees Strategically
Managing the Generations
New Employee Orientation
Recruiting & Selecting Employees
Retaining Excellent Employees
Training – The Road to Success
Working in a Family Business
Writing a Business Plan
Redline Does It Again!
Redline Detection has introduced the
“Lights Out” service light reset solutions
guide for Mercedes-Benz. It provides technicians
with step-by-step directions to quickly
and easily reset the maintenance alert on
nearly every Mercedes-Benz model today.
Detection created this tool based on an
overwhelming demand from garage owners/tech-
nicians for a guide to resetting the troublesome
computerized service lights on Mercedes-Benz vehicles after
service was completed,” said Zachary Parker, Redline
Detection president. “Lights Out makes
it possible for them to do this in less
than 60 seconds. The feedback we’ve
received has been tremendous.”
Maintenance light reset
“Luxury vehicles like Mercedes-Benz
typically don’t come equipped with
the information necessary to reset the
maintenance light,” said Steve Rorick,
owner, MB Elite Mercedes-Benz Service
& Repair and Master Technician. “These vehicles’ systems become
more complex and require multiple steps to reset the maintenance
alerts. The computerized warnings often block other
important information from the driver of the vehicle if they’re not
Much less expensive
“As opposed to the Lights Out guide, the factory SDS scan tool
costs more than $10,000,” added Rorick. “There’s no other tool
available as complete, cost effective and user-friendly as Redline’s
Lights Out guide to provide solutions to M-B maintenance alerts.
Now technicians can quickly reset the lights on all these luxury
vehicles, maintaining customer satisfaction and helping to grow
business by building a reputation for providing complete and
A boon for all repair shops
“This product will allow all garages to perform Mercedes-Benz
service,” noted Parker. “The tool can increase business without
forcing garage owners to spend unnecessary dollars on factory
scan tools. The Lights Out guide is easy to understand and available
to any technician seeking to provide their clients with the
best results. Redline Detection is also in the process of expanding
the guide to include additional vehicle makes and models.”
| www.autosphere.ca | December 2009 | CarCare Business | 23
SEMA in Colour
Las Vegas, NV. The SEMA
(Specialty Equipment Market
Association) Show aims at informing
visitors about all the
new products that have hit
or will be hitting the market
soon. But anybody in our industry
will also stop and study
some of the engines powering
the many rods, custom, and
performance cars and trucks
on display. Here’s a pictorial
of what we found fun to observe
at SEMA during the fi rst
week of November.
24 | CarCare Business | December 2009 | www.autosphere.ca |
PHOTOS: ÉRIC DESCARRIES
8 9 10
1 Seen at the huge Ford booth, two new V8s for the F Super Duty trucks, a 6.2-litre gas engine and further, a 6.7-litre diesel engine. 2 Remember the Chrysler Cross Ram intakes
of the sixties? Here is the modern iteration of that technology! 3 Would you believe a supercharged V12 Detroit Diesel engine in a hot-rod Peterbilt truck? 4 The supercharged
4.6 litre Ford V8 looks just right in the engine bay of a customized 1960 Ford Starliner. 5 How about a Toyota TRD V8 in a Scion…? 6 Impressive! A big-block Chevy V8 with
blower in the chassis of a traditional hot-rod. 7 How about this one—a six-cylinder diesel engine in a funny car! 8 What’s this—a Cummins engine under the hood of a 1968
Cadillac? 9 Ingenious! 10 Memories: a Ford Flathead V8 with Ardun heads (Ardun is from Zora Arkus-Duntov, the spiritual father of the early Corvettes). 11 Only at SEMA: a
twin-engine hot rod under construction! 12 Not an engine but a well designed front suspension for an off-road truck. 13 A very simple swap: a modern Chevy V8 in a vintage
Toyota Land Cruiser. 14 Does anyone remember Ford’s Indy SOHC V8 of the sixties? 15 Ford had its new FR9 NASCAR racing engine at its SEMA booth. 16 The Speed Demon
Land Speed Record car uses a Suzuki engine for motivation. 17 The GM Metric frame is now available as a reproduction unit. 18 The last word: an electric… hot rod?
14 15 17 18
Worried about your future?
Let us show you how you can own your own automotive business!
Starting at $35,000, fi nancing available (oac).
Franchise opportunities at www.mistertransmission.com
| www.autosphere.ca | December 2009 | CarCare Business | 25
AAPEX in Las Vegas
A Lot to See
For many years, the AAPEX
Product Expo) has been held
at the same time as the SEMA
Show. While SEMA is bigger
and “flashier” and aimed at
hot-rodding and performance,
AAPEX is targeted more towards
ASPs and technicians.
Consequently, there are fewer
spectacular cars at AAPEX but
there are many more useful
products and parts for today’s
mechanics and technicians.
Since the economy is a little
slower in the United States,
it came as no surprise to see
fewer custom cars at AAPEX,
but the crowd was there, eager
to learn more.
26 | CarCare Business | December 2009 | www.autosphere.ca |
1 Permatex had its funny car at its AAPEX booth. (É.D.) 2 The 3M booth was very popular at AAPEX. (É.D.) 3 There were
many new lifts shown at AAPEX. (É.D.) 4 Nothing attracts more visitors at a booth than a typical Monster Truck. (É.D.) 5 Is
there any better way to present an alignment stand than with a hot-rod? (É.D.) 6 Federal-Mogul’s Robert Egan, VP, North
American Global Aftermarket, and Brad Shaddick, director of Sales Canada. (S.B.) 7 Rick Benjamin (l.) and Chocolate Myers
were busy discussing on NASCAR at Sirius XM radio. (É.D.) 8 Malcolm Sissmore, VP Sales Delphi IAM North America, and Francisco (Frank) Ordoñez, president,
Delphi Product & Service Solutions, and VP, Delphi Corp. (S.B.) 9 The salespeople at Pro Form looked very happy because they so had many customers visit them
during AAPEX. (S.B.) 10 Jim Smith, Brad Smith, and David Fischmer at the Rotary Lift section of the Vehicle Service Group. (S.B.) 11 So many booths to see,
so much to learn! (É.D.) 12 Exide’s Nelson Rombeiro, VP & general manager Canadian operations, and Matthew Wilson, director, Retail Sales & Marketing. (S.B.)
13 Doug Rockefeller and Bill Dennie of Tenneco had many new products to show their customers. (S.B.) 14 Spectra Premium had walls of new products on
display… this is just one of them. (S.B.) 15 This could be AAPEX’s most interesting stands, the new products displays just outside the main room. (É.D.)
13 14 15
| www.autosphere.ca | December 2009 | CarCare Business | 27
Be Sure to Verify First
Pierre Bissonnette was the technical instructor for
a major aftermarket manufacturer. He holds a teaching
certifi cate in andragogy – which is the art and science
of helping adults, whose general education has been
cut short, in their learning process.
2008 Buick Enclave Front Suspension
Determining what is wrong with the suspension is sometimes a tricky job. Many items need to
be checked out fi rst before you can start the repair. We’re going to go over a few of them here.
Tires play a big part in suspension
and now because it’s winter, we’ll
concentrate on winter tires. They
aren’t necessary by law in every province,
but they are a great asset in the cold
and snow. A lot of people are under the
misconception that winter tires are good
forever—this is simply not so. They wear
out just like your regular tires! A regular
4-season tire is made of “hard” rubber
because the asphalt is usually warmer so
it doesn’t wear as fast. With winter tires,
you’re driving on ice, snow and cold asphalt,
so they’re made of “softer” rubber
and if you drive with them on in the summer,
they wear down quite quickly. You
must measure the thickness of the snow
tire—it’s about 9/32-inch thick when new.
When you check the tire it could be worn
in the middle or just on the side, and this
tells you a lot about the suspension. Tire
wear will happen if the alignment is off.
And we mustn’t forget the TPMS… you
need to check to see if that light is “off”
before you start working on the vehicle.
People may also have two sets of wheels
for their tires—one for the regular tires
and one for the winters. You must be
careful, as not all wheels are compatible
with TPMS, especially the lower-priced
steel wheels for winter tires. If this is the
case, the TPMS light will be on when the
28 | CarCare Business | December 2009 | www.autosphere.ca |
vehicle arrives in your repair shop. If you
go ahead with suspension repairs at this
point, you will disable the system!
Japanese and some domestic vehicles
have a wishbone suspension and there is
a specifi c way of checking the lower ball
joints on these particular models. You
need to refer to the manufacturers’ specifications
for this repair because if you
check like you do for a regular front-wheel
drive car, you will not detect the lower ball
Elliott suspension (Type A)
Suppose the vehicle has an Elliott suspension
(Type A) rear wheel drive… in
this case, you must take the weight off
the tires in order to check the lower ball
joint. In other words, lift the vehicle from
underneath the lower control arm close
to the ball joint. Some manufacturers will
ask you to check for radial play (l-r), some
will ask you to check the axial play (up
and down). This must be checked with a
dial indicator. You need to also make sure
that the wheel bearing is not loose. Again,
refer to your manufacturers’ specs.
Be sure the wheels are hanging down
when you check out the McPherson strut
and the radial play. Don’t forget the upper
strut bearing as it could be loose or it
could be seized and when it is seized it
can look like a defective rack and pinion,
but the only thing wrong is the upper
Remember, if the vehicle is greaseable
it should be done before you inspect the
front end. Be sure to check the inner and
outer tie rod ends while the vehicle weight
is on the tire. Then watch to see if it moves
while you turn the steering, and, for goodness
sake, do not check them with a pry
bar—this will cause play. If the vehicle
is equipped with an idler arm, use the
same procedure but check manufacturer’s
Check the steering shaft to see that it is
not loose in the column… if it is, you will
hear a clicking noise. You also need to inspect
the u-joint as it could be seized (rack
& pinion unit only). Be sure to take a good
look at the stabilizer link/bar as this is a
very high-wear item. And, don’t overlook
the rear suspension; independent rear
suspensions can have ball joints, outer tie
rod ends, stabilizer links, and bushings.
As you know, when aligning a four-wheel
drive vehicle with independent rear suspension,
you must start by setting the rear
camber, if possible, and the rear toe, then
proceed with the front wheels.
In Extreme Temperatures
Do You Manage Crises, or Your Shop?
We all know that customers only pay attention to the cooling system when it’s not working
properly, which can result in you, the shop owner, with a crisis to manage—the whole
process of getting the car into the shop, repaired, and ready for pickup ASAP is a juggling
act for everyone.
For an automotive technician, cooling
system verifi cation or maintenance
involves many steps, which
include product knowledge. Many elements
or components are integral to a
system. Properly maintaining and servicing
your customer’s cooling system
should be added to your existing scheduled
program. In less than an hour, you can
identify minor, inexpensive problems that
will keep your customer safe on the road
and have him returning for more preventive
Maintenance schedules eliminate most of
the need for crisis management and your
customer will thank you for this.
Frank Tonon is Product Training manager for Spectra Premium and
he develops training courses on the components linked to automotive
cooling systems and air conditioning.
A BIANNUAL INSPECTION PROGRAM
1. Visually inspect underhood components.
a) Radiator cap pressure test—to prevent over or lack of pressure
b) Coolant level, density, and Ph level—if out of specifi cation, replace the liquid
c) Belt and Tensioner—a belt spins approximately 4 million times in a year
d) Hoses and clamps—for deterioration
e) Thermostat—replace if over 2 years old
2. Bring the engine to normal operating temperature and…
a) With the scan tool, observe the temperature and match to instrument gauges.
b) Inspect electric or clutch cooling fan operation for proper engagement.
3. In the vehicle, go through all air distribution selections:
a) To ensure proper controls operation (vacuum or electric motors).
b) Check for loss of air distribution at different positions.
4. Temperature—move the temperature selector knob from cold to hot.
a) Observe travel to identify a binding temperature cable.
b) Measure temperature output as per manufacturer’s specifi cation.
c) You can identify a defective water valve.
5. Operate the blower motor from low to high speed.
a) Ensure all speeds are working properly.
b) Inspect for noise or chirping sounds.
| www.autosphere.ca | December 2009 | CarCare Business | 29
Spotlight on MOOG
MOOG ® Chassis Parts:
Solutions that Mean Business
As the industry’s recognized “Problem Solver®,” Federal-Mogul’s
MOOG chassis parts brand specializes in developing innovative repair
solutions that improve on original designs for superior performance
and faster, easier installation.
The MOOG brand’s trademark problem-solving
its close engineering relationship
with leading NASCAR Sprint Cup teams.
And it explains why MOOG is the preferred
brand of NASCAR crew chiefs and
Join the MOOG ‘Problem Solver’
MOOG has brought its problem-solving
approach to thousands of aftermarket
professionals through the interactive www.
moogproblemsolver.com Web site. This exclusive
online community of repair professionals
and counter people supports the
efforts of every technician who helps restore
trouble-free steering and suspension
performance on any of today’s domestic or
foreign nameplate applications.
Plus, through its vast collection of
“Problem Solver” and “Did You Know?”
technical bulletins and F-M TEC online
training, the MOOG brand helps aftermarket
professionals remain up to date
with the latest repair solutions for thousands
30 | CarCare Business | December 2009 | www.autosphere.ca |
Here are two of the most recent MOOG “Problem Solver” designs now featured on this Web
site—and now available through your MOOG supplier:
PROBLEM: Corroded Tie Rod Ends
Chrysler PT Cruiser
Technicians have found that the OE outer
tie rod for 2001-06 PT Cruiser and 1995-
05 Neon models features a stamped steel
housing design that can allow water to
collect in the cavity used for toe adjustment.
Corrosion in this area can make
wheel alignment difficult. The original
design also features a plastic bearing and
is not greaseable, both of which can affect
SOLUTION: MOOG ES3173RL Outer Tie Rod
The MOOG Problem Solver design features
a solid forged housing that eliminates
corrosion concerns and increases
overall strength. It is greaseable to help
extend service life and also utilizes a
traditional castellated nut, cotter pin and
wrench fl ats for ease of installation. The
MOOG ES3173RL tie rod also features
the brand’s patented pressed-in cover
plate and metal gusher bearing design to
provide long life.
PROBLEM: Front Coil Spring Failure
Repair professionals have discovered that
stress and corrosion issues on 2000-
2007 Ford Focus models may cause front
coil springs to fracture and fail, resulting
in suspension noise and sagging.
SOLUTION: MOOG 80170, 80172 & 81030
MOOG has developed three new Problem
Solver constant rate coil spring designs
for these applications. Each new MOOG
coil spring features a larger diameter
bar and additional coils to reduce stress
and combat fatigue throughout the life of
the spring. Additionally each MOOG coil
spring features an enhanced anti-corrosion
coating to help extend service life.
For more information, contact: MOOG
Chassis Parts, Federal-Mogul Corporation,
Not What They Used to Be
Unless you are in the business of restoring old cars, you can say
goodbye to Powerglides, C-4s, FMXs, Turbo 350 and 400s, and the
likes. There is barely any car or light truck left in the industry that
is available with a three-speed automatic transmission and before
long, even the four-speed trannies will be history. Right now, we are
looking at fi ve, six, seven, and even eight speed automatic gearboxes
and more and more automakers are adopting the CVT system for
better fuel economy. And that’s not it!
As these words are
being written, one of
the most advanced
up. You probably
heard about toroidal
“regular” automatic trans-
in light machinmissions
has to be ZF’s
ery or in Formula
8-speed hybrid transmis-
One. Expect them
sion. Thanks to advanced
sooner or later in
electronics and software
controls, this gearbox Toroidal transmissions may very well be the way of the future. ger cars. For
outperforms most drivers
now, they seem
with manual transmissions not only in per- headed towards medium-duty trucks as
formance, but also in fuel economy—when it was announced recently. As a matter of
equipped with the optional start-stop fact, British-based Torotrak has partnered
function (which shuts the engine off when with Allison Transmissions to develop a
the vehicle is stopped at a red traffi c light), medium-duty truck transmission that will
this transmission, according to ZF, is 11% feature Torotrak’s full-toroidal transmis-
more economical than its predecessor. sion technology. The system works with a
According to Dr. Michael Paul, executive full-toroidal variator that consists of a set
president, Technology at ZF, around half of discs and rollers instead of a system of
of the potential was achieved by reducing gears. Consequently, it makes the infi nite-
the activation energy of the transmission ly variable transmission torque-controlled
and by moving the operating point of the instead of ratio-controlled. According to
engine… all thanks to electronic controls! Torotrak, this technology offers improved
The 8-speed hybrid transmission by ZF fuel-saving, emissions, and refinement
communicates with other subsystems in benefi ts. Add to that an improved riding
the vehicle via a multitude of interfaces. experience. Commercial vehicles will sure-
“The transmission in a hybrid vehicle has ly be taking advantage of the Torotrak sys-
up to 400 signal interfaces to other comtem but already, there are plans to include
ponents,” says Dr. Paul.
it to passenger cars and light trucks.
Say hello to the toroidal
Recently, many manufacturers opted for
the new Dual-Clutch transmission, a really
new way of making gears shift. But now,
there is something even newer coming
For instance, BMW has included the
Torotrak technology in its ActiveHybrid
concept car and Mercedes-Benz has also
unveiled it in its BlueHybrid concept
vehicle too. Who’s next?
| www.autosphere.ca | December 2009 | CarCare Business | 31
With winter right at our doorstep, many of your customers will soon be experiencing those
inconvenient and annoying no-starts due to a dead or dying battery. This year, consider providing
them the option to replace their vehicle battery with one of Duracell’s brand new premium
Copper Top automotive batteries, available through East Penn Canada in both conventional
fl ooded and AGM formats.
Why Duracell? Duracell has much
more to offer than the power inside
the batteries; it’s the power
of their recognition, exposure, communication,
and loyalty that enables this brand
to inspire confidence in the consumer’s
mind. Consumers have known this name
for 40 years and trust its reputation for
long life, power and performance.
Alkaline battery leader
Duracell is the leading alkaline battery
brand in Canada. In Total Brand
Awareness studies, Duracell surpasses the
competition in terms of consumer trust
and resonance. In today’s global market,
Duracell has been classifi ed as one of the
world’s most recognized brands.
This positive association with Duracell
products significantly influences a customer’s
decision to purchase a car battery
with a name they already recognize. The
instantaneous recognition fosters consumer
confi dence, which leads to increased
One key selling feature of the Duracell
flooded battery line is extended Heat
Protection technology. High operating
temperatures wreak havoc on regular
automotive batteries. Heat accelerates
32 | CarCare Business | December 2009 | www.autosphere.ca |
the rate at which the acid inside the battery
eats away at the other components,
thus reducing battery life. The average
under-the-hood operating temperature
has increased signifi cantly over the past
several years as engine manufacturers
have commanded higher output from
smaller engine sizes, in order to maximize
fuel effi ciency. Long trips, hot weather and
extended idle times can further increase
operating temperature. But while the
summer months are most damaging to
an automotive battery, the damage often
does not become apparent until the fi rst
cold snap when colder temperatures place
higher demands upon the battery.
The EHP Extended Heat Protection technology
incorporated into Duracell’s fl ooded
line will safeguard these batteries
from higher under hood operating temperatures.
Their superior resistance to
internal corrosion extends both battery
life and performance, particularly during
the cold winter months when a battery is
taxed the most.
Extra power demands
A home away from home, vehicles have
more electronics than ever before. Powered
windows and doors, an LCD screen for the
kids, cell phone chargers and GPS systems
all challenge the traditional automotive
East Penn Battery Canada
Batteries Now in Canada
battery to handle these extra power
demands. Duracell AGM batteries with
extreme power and 2x durability and
dependability are specially designed to
power factory installed vehicle electronics
and anything else that plugs in or
turns on. These AGM batteries also provide
superior power for high-performance
equipment in tuner cars and offer superior
vibration resistance for off-road vehicle
Duracell automotive batteries come with
a 3-year North American roadside assistance
program and a 3-year full replacement
warranty as added value for the
Put the power of the Copper Top on your
store shelves. Customers know the name
and can count on Duracell power and performance.
This level of customer loyalty
allows you to spend less time trying to sell
the battery and more time restocking the
Call East Penn Canada today at 1-800-
668-9303 or email email@example.com
for additional information about
the new Duracell automotive battery line.
CRANK UP YOUR BATTERY SALES
WITH THE NEW COPPERTOP
©2008 Duracell. Duracell is a registered trademark of the Gillette Company, used under license. All rights reserved.
All�new Duracell ® batteries are here, to power the Canadian
automotive aftermarket — and your store’s profitability.
Crank up more sales with the new Duracell Extreme Power
battery that utilizes AGM technology to deliver double the durability
and dependability of standard batteries and maximize accessory
power. Meet your customers’ needs for long�life performance with
the new Duracell Advanced Generation ® battery with
EHP Technology for Extra Heat Protection and high starting power in
Put CopperTop automotive batteries on your shelves today. For more
information contact East Penn Canada at 1�800�668�9303 or
Luis Ruiz, Part 2
Luis’ employer, Mechanic’s Education
Association, offers live technical assistance
and mobile diagnostics,
in addition to the training implied by its
name. Those services keep their staff in
touch with real-world pattern failures,
and allow them to develop diagnostic
Like many general-repair technicians, I
don’t have enough of Volkswagen’s products
coming in the door of my “service
to all makes and models” shop to have
developed any real familiarity with their
Customers still expect us to be able to
quickly and accurately fi x these vehicles,
and that makes this kind of manufacturerspecifi
c training highly benefi cial.
The alphanumeric basics
Those mostly familiar with the way that
the domestics label their diagrams and
scan tool data will find Volkswagen’s
alphanumeric designations, well, completely
As Luis explains, these designations are
used to reduce any confusion about what
a part is, regardless of the language used.
This makes a lot of sense, as Volkswagens
aren’t just sold globally; they’re built in
places as far flung as Germany, Brazil,
China, and South Africa.
As an example, whether looking at a wiring
or vacuum diagram, or even a diagnostic
tree, “N75” always refers to a boost
control solenoid. This commonality means
that the boost control solenoid on a Jetta
has the same alphanumeric designation
as the boost control solenoid on a Passat,
even if their design or part numbers are
not the same. Otherwise, even in English
confusion could occur, as this part can
also be called a wastegate solenoid.
Same applies for data
Scan data displayed on Volkswagen’s
VAG-COM scanner—or any that emulate
its functionality, such as the OTC
Genisys—utilizes a similar logic, albeit
numeric only. Data items are organized
by three-digit “Group,” and then divided
into four “Measuring Blocks.” Measuring
Blocks can have varying functions (which
are normally labelled on-screen).
For fuel control data—familiar to many
Brian Early is a full-time automotive technician
in addition to his journalistic endeavours.
techs as “fuel trim” or GM’s old “block learn
and integrator”—the four boxes would
represent (in order, from 1 to 4): Bank
1 additive (basically “short-term”); Bank
1 multiplicative (similar to “long-term”);
Bank 2 additive; Bank 2 multiplicative.
Without that kind of prior explanation, I’d
probably only get a massive stress headache
from trying to determine that one on
Luis suggests that appropriate Groups can
be most readily determined by consulting
the diagnostic fl owchart for a DTC relating
to the intended item.
Case studies too
While Lindertech North’s location changed from Mohawk College in Hamilton to the Four Points
by Sheraton by Toronto’s Pearson Airport, the high quality of the training did not. New Jersey’s
Luis Ruiz proved his breadth of knowledge by presenting two very dissimilar courses: GM
Duramax 6.6 Diesel, and Volkswagen Engine Controls.
34 | CarCare Business | December 2009 | www.autosphere.ca |
Luis Ruiz, Volkswagen Engine Controls trainer at Lindertech North 2009,
explains how to identify and diagnose VW coil-on-plug ignition systems.
PHOTOS: BRIAN EARLY
Although I’ve tried to share the most
useful concepts here, Luis’ presentation
also included several case studies, as well
as analysis and diagnostic methods for
several common VW Group component
failures, including mass airfl ow and ignition
It turns out that while Luis’ New Jersey accent
may make him sound like a Sopranostyle
“Wiseguy,” this affable tech guru is
actually just a wise guy.
The kit is an effective and proven
product that will correct rotor lateral
run out. The brake align kit consists
of a deluxe toolbox, a dial indicator gauge,
hub cleaner pads, conical washers, and a
black marker. A video is also included and
these guys did an excellent job with it—it’s
user friendly and simple to understand.
Affi nia currently offers a Brake Align starter kit that
you will fi nd available in our tools and equipment
line. It’s a valuable tool for a technician.
We all know that pulsation, steering wheel
shimmy, and, most importantly, poor stopping
distances can be unsafe, annoying,
and eventually become a costly comeback.
Whenever a rotor pulsation is felt, in
most instances, it’s just one rotor causing
the vibration—I’ve never seen or heard of
four rotors causing the issue.
Disc align plates have been approved by
GM since the year 2000 to correct lateral
run out of the hub fl ange to the rotor hat
of new or machined rotors. The disc align
plates will allow you, as a technician, to
meet the required maximum lateral run
out of .002” or less.
Brake Align is rotor science at its best and
this latest technology has proven to be effective
and reliable. In the past I have used
the disc align plates on a few occasions
and they’re awesome because they work.
What I like about this new technology is
that it does not require the use of an onthe-car
brake lathe therefore it will not remove
metal from the rotor because there
is no machining involved. We often talk
about drawbacks—on-car brake lathes
are costly and it’s a substantial investment.
The Brake Align kit is a minimal
expense and requires very little technical
The brake align plates come in different
thickness sizes: .003”, 006” and .009”.
You will be using the shim that will correspond
with the total run out to be
They’re very simple, but let’s go over the
procedures. First of all, the shims are
used on hubless rotors and are located
between the hub and rotor. The rotors
must be machined and the surface must
be smooth and parallel. Make sure that
the mating surface is clean—no dirt or
other metal particles. You can also use the
wheel hub cleaning pads which come with
the kit. Mount the new or machined rotor
onto the vehicle hub. Secure and tighten
all the wheel nuts to the proper specifi -
cations. Mount the dial indicator to the
steering knuckle so that the stem of the
dial gauge contacts the rotor friction area
1/2” below the rotor’s outer edge.
Now is the time to rotate the rotor and
note the lowest dial indicator reading and
set the dial gauge to zero. Rotate the rotor
once more and note the highest defl ection
amount of lateral run out, then remove
the rotor. Mark the rotor and stud to the
exact location of the high spot.
Select the correct Brake Align Correction
Plate. Slip over the tapered correction
plate between the hub and rotor—your
point of reference is the “V” notch and the
mark on the stud. Position the “V” notch
towards the high spot. Re-check run out
and road test the vehicle.
Please note: do not reuse the correction
plates and do not use more then one plate
behind the hub and rotor.
A word of advice
A brake job is not complete until time is
taken to measure the lateral run out and
the approximate time to check lateral run
out is about 5 minutes or less.
All you need to know about Brake Align
can be found on www.brakealign.com.
| www.autosphere.ca | December 2009 | CarCare Business | 35
EQUIP AUTO 2009
Grands Prix Awards for
EQUIP AUTO’s International Auto Trade Show, held
biennially in Paris, France took place from October 13
to 20. Here are the products that were granted the
Grands Prix awards for international innovation.
Piezo’s Diesel Injection
System with Direct Metrology
Delphi – This technology uses a directacting
concept in which the injector needle
is set in motion by a piezoelectric ceramic
actuator without the assistance of an electrohydraulic
circuit, providing extremely fast
opening and closing of the needle valve, velocities
reaching over 3m/s. The system allows
7 or more injection events per engine cycle.
Beamatic Premium Adaptive
Valeo – The Beamatic Premium allows
motorists to experience excellent night
lighting without blinding oncoming traffic.
It adapts the beam by bringing light to the
sides of oncoming or preceding vehicles.
Available in 2010
LPG Laserline Spark Plugs
NGK – Designed for gas engines, it has an
iridium-tipped centre electrode, reducing the
risk of damaging ignition coils. The anticor-
36 | CarCare Business | December 2009 | www.autosphere.ca |
the electrodes is preset, and
they react to lower starting voltage.
Texa S.p.A. – Small and inconspicuous,
it detects and records intermittent problems
while on the road. Simply connect to the
OBD and it will analyze all data following the
EOBD protocol. Any malfunction will trigger a
red light. Available
Chimirec – Thanks to microstraining, this
concept allows techs to regenerate those liquids
in order for them to be reused as such,
or as building supply or water treatment components;
a valuable asset for the environment.
PHOTO : JP HOUDRY
Bosch – This multifunctional
adapter called Multi-Clip—the fi rst to be
preinstalled—covers four types of different
toplock and sidelock interfaces. Installing
wiper blades is therefore a one-step, userfriendly
Multibrand Diagnostic Tool
Actia Automotive – With a 2-hour life cycle
without recharging, and bluetooth-ready, a
single click is all it takes the Multi-Diag
pocket to identify the top makes
and models. Hooked to the OBD,
it carries out the most frequent
electronic diagnostics. Avail-
Borg-Warner Beru – This
high-energy magnetic field
high-frequency ignition is said
to cut fuel costs by 15% and
reduce NO by 80%. Available
LuK – This tool allows you to check the
status of a dual mass fl ywheel, its side play
and clearance angle without disassembly.
TRANSLATED FROM ITS ORIGINAL FRENCH BY MARC-ALAIN NANTEL.
EPA Proposes to Approve New Refrigerant
for Vehicle Air Conditioners
The U.S. Environmental Protection Agency (EPA) will likely fi nd
HFO-1234yf acceptable, subject to use conditions, as a substitute
for CFC-12 in motor vehicle air conditioners under the Signifi
cant New Alternatives Policy Program (SNAP). SNAP requires
any company seeking to sell any chemical or product, which is
intended for use as a replacement for a Class I or Class II ozone
depleting substance, to provide the agency with health and safety
studies on the substitute at least 90 days before introducing the
product into interstate commerce.
HFO-1234yf is considered a promising substitute for both R-12
and R-134a, currently in use in most vehicle air conditioners. Car
companies are under increasing pressure from regulators, especially
in Europe, to eliminate the use of current refrigerants, such
as R-134a, due to their high global warming potential. 1234yf
has a global warming potential (GWP) of 4 compared to R-134a,
which has a GWP of 1,430 and R-12 with a GWP of 10,890.
EPA is proposing certain use conditions for 1234yf based on
fl ammability concerns. These include actions to prevent leaks
into the passenger compartment, preventing high concentrations
near power sources, as well as the use of unique fi ttings and
warning labels. Flammability concerns also have led EPA to restrict
its SNAP approval to use of 1234yf only on new vehicles.
However, the agency is accepting comments on the safety of
retrofi tting vehicles now using either R-134a or R-12 with the
To view the proposal, visit www.epa.gov/ozone/snap.
AASA, Brake Manufacturers Council
The Automotive Aftermarket Suppliers Association (AASA) and
the Brake Manufacturers Council (BMC) announced an agreement
to integrate the BMC as a product council of AASA. It will operate
under the leadership of the AASA Board of Governors.
“This agreement between the leadership of AASA and BMC will
benefi t North American suppliers and create more collaboration
among brake suppliers, whether aftermarket or original equipment,”
said Steve Handschuh, AASA president and COO. “This
agreement will create a unique forum for BMC members and
will foster open discussions of common concerns and industry
“BMC members are excited about the opportunities that integration
with AASA opens,” said Pat Healey, president of the Friction
Materials Standards Institute (FMSI), who currently acts as
BMC’s Executive Director. “The FMSI looks forward to continue to
work with AASA and BMC on issues of common concern.”
AIA Canada www.aiacanada.com 23
Altrom Group www.altrom.com 27
ASC Industries www.asc-ind.com 17
Atlas Tire Wholesale www.atlastire.com 5, 7, 39
Auto Value www.autovalue.com 16
Beck/Arnley www.beckarnley.com 9
Bestbuy Auto Parts www.bestbuyautoparts.ca 31
Blue Streak www.bluestreak.ca 3
Dayco www.dayco.ca 17
Delphi www.delphi.com 19
Earth Day Canada www.earthday.ca/scholarship 13
East Penn www.eastpenncanada.com 32, 33
Exide Technologies www.exide.com 11, 18
Federal-Mogul www.federalmogul.com 18, 30
Gates www.gates.com 16
Hella www.hellacanada.com 19
JD Coyle 18
Mister Transmission www.mistertransmission.com 25
NAPA www.napaonline.ca 40
NAPA Centre of Excellence www.napaexcellence.ca 29
NGK Spark Plugs www.ngksparkplugs.ca 16
Parts Master 18
Recochem www.recochem.com 18
Shell www.shell.ca 18
Spectra Premium www.spectrapremium.com 16
Tenneco www.tenneco.com 17
Uni-Select www.uni-select.com 20, 21
Valvoline www.valvoline.com 2
Zurawel Patton Sample www.zps.ca 17
| www.autosphere.ca | December 2009 | CarCare Business | 37
If you’re not taking
advantage of recalls to
drum up more business,
you’re missing out.
The following is an excerpt from
an article I wrote for Sun Media’s
24 Hours newspaper. It was seen by
Sun readers across Canada, and I’d like to
direct your attention to the point I made
about the benefi ts of recalls:
38 | CarCare Business | December 2009 | www.autosphere.ca |
“It always surprises me
when a manufacturer has a
recall campaign and it’s perceived
as a negative. When
it comes to recalls, negativity
is all wrong. Recalls are
basically product updates.
Throughout the life cycle of
any product, failure or operating
conditions may require
changes in specifi cations.
“You must remember that
these products (everything
from cars to baby buggies)
are used worldwide in a variety
of conditions. As “in the
field” information comes
in, responsible manufacturers
step up and rectify the
situation. If you have received
a recall notice from
your manufacturer, react to it positively.
Take the time necessary and respond.
The latest recall information
(cars and trucks) is available
at Transport Canada’s website:
Dave Redinger is a mechanic with over 45 years experience. He owns and
operates his own shop in the Toronto area. Dave hosts “Dave’s Corner Garage”
seen on national television—Sun TV on Sunday mornings. Dave’s Corner
Garage deals with automotive issues.
So why am I so bullish on
recalls? In our shop we make
it a habit to verify recalls
on the vehicles we service.
We used to ignore recalls in fear of losing
work, but as it turns out 99% of the
recalls available to owners have either
expired or don’t apply.
Now, by using the information supplied by
NAPAfi x or Identifi x it’s easy to check not
only for recalls, but for service schedules
too, as well as maintenance requirements
and reliability issues. We use this information
as a conversation starter with the
client. The counter staff take the time to
print out the information and more importantly
go through it with the customer
at the counter.
But why bother?
Calling Dr. Fixit
These documents are a great sales tool.
As the repairer, you and I are perceived
as the experts, backed by documentation.
Ever notice that the doctor or dentist
never hands you a bill? Instead, the invoicing
is done by the nurse or the receptionist.
Your relationship with the doctor
or dentist is best described as that of a
“caregiver” and his or her patient.
The same scenario is playing itself out at
the service counter, except in this case the
care is given to the vehicle with you playing
the role of the concerned physician.
The conversation between you and the
customer is about how best to care for the
This is an easy way to sell the
work that is required—not only
work required immediately, but
future jobs as well.
This is an easy way to sell the work that is
required—not only work required immediately,
but future jobs as well. Example:
swapping out a timing belt before the cold
So, if you have the Identifi x service in your
shop, use it for more than sourcing repair
info. It’s a great sales tool when used
properly, and a great way to build the
relationships “caregivers” like us need in
order to grow our businesses.
NORD FROST 5 *
Dealer Enquiries Welcome
Call (905) 670-7354 Ext. 270
Features & Benefits
e-mail: firstname.lastname@example.org www.gislavedontario.ca
ATLAS TIRE WHOLESALE INC.
Exclusive Gislaved Distributor for Ontario
improved tread pattern:
Parallel central ribs to improve vehicle handling
Stable shoulder blocks with Force Transmission Links to increase performance
Circumferential central groove for fast drainage, slush expulsion and better self cleaning
increased sipe density and 3D Drop sipes:
More grip edges for better snow handling performance
nordic silica compound:
Innovative winter grip polymer for improved snow traction, performance and ice grip
NORD FROST 5 *
13 inch 16 inch
155/80R 13 79T SL 225/75R 16 104T SL
175/70R 13 82T SL 215/70R 16 100T SL
14 inch 225/70R 16 102T SL
175/70R 14 84T SL 215/65R 16 102T XL
185/70R 14 88T SL 205/60R 16 96T XL
195/70R 14 91T SL 215/60R 16 95T SL
175/65R 14 82T SL 225/60R 16 102T XL
185/65R 14 86T SL 205/55R 16 94T XL
185/60R 14 82T SL 215/55R 16 97T XL
15 inch 225/55R 16 99T XL
205/70R 15 96T SL 17 inch
215/70R 15 98T SL 225/65R 17 102T SL
185/65R 15 88T SL 235/65R 17 108T XL
195/65R 15 91T SL 235/55R 17 103T XL
205/65R 15 94T SL 205/50R 17 93T XL
185/60R 15 88T XL 225/50R 17 98T XL
195/60R 15 88T SL 225/45R 17 94T XL
195/55R 15 89T XL 18 inch
245/40R 18 97T XL
NEW SIZES FOR 2009