Eastern Automotive Warehousing/Auto Machinery - Autosphere
Eastern Automotive Warehousing/Auto Machinery - Autosphere
Eastern Automotive Warehousing/Auto Machinery - Autosphere
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PM 40014105<br />
December 2009<br />
Volume 7, Number 8, $5.95<br />
www.autosphere.ca<br />
AUTOMATIC TRANSMISSIONS<br />
Not What<br />
They Used to Be<br />
BRAKE ROTORS<br />
Correcting Lateral<br />
Run Out<br />
SEMA AND AAPEX<br />
Four Pages of Photos!<br />
<strong>Eastern</strong> <strong><strong>Auto</strong>motive</strong><br />
<strong>Warehousing</strong>/<strong>Auto</strong> <strong>Machinery</strong><br />
95 Years<br />
Strong!<br />
David, Doug, and Ron Vaughan
Only one person works on his car.<br />
And only one oil works in his engine.<br />
More ASE-certified top mechanics use Valvoline in their own cars.*<br />
Mechanics can use any oil they want. They choose the one with a proven<br />
reputation for quality, protection and a history of innovation. Valvoline.<br />
www.valvoline.com<br />
© 2009, Ashland Canada Corp.<br />
*Source: Thomas Penway Research Poll of ASE Mechanics in the United States<br />
TM<br />
100 YEARS UNDER THE HOOD.
FEATURES<br />
10 Exide Batteries<br />
More Than Batteries!<br />
12 AIA Canada<br />
Attention ASPs & Jobbers!<br />
14 <strong>Eastern</strong> <strong><strong>Auto</strong>motive</strong><br />
<strong>Warehousing</strong>/<strong>Auto</strong><br />
<strong>Machinery</strong><br />
95 Years Strong!<br />
20 McFarlane <strong><strong>Auto</strong>motive</strong><br />
From Tech to Jobber<br />
22 Create a World Class Job<br />
Description<br />
And Hire for Keeps<br />
23 Redline Detection<br />
Redline Does It Again!<br />
24 SEMA in Colour<br />
Beautiful and Unusual<br />
Engines<br />
COVER PAGE<br />
2010 EVENTS CALENDAR<br />
January 11-24<br />
North American<br />
International <strong>Auto</strong> Show<br />
Cobo Centre, Detroit, Ml<br />
❚ www.naias.com<br />
January 16-25<br />
Montreal International<br />
<strong>Auto</strong> Show<br />
Palais des Congrès, Montréal, QC<br />
❚ www.salon-auto.com<br />
14 24 26<br />
26 AAPEX in Las Vegas<br />
A Lot to See and Learn!<br />
28 Suspension<br />
Be Sure to Verify First<br />
29 In Extreme Temperatures<br />
Do You Manage Crises,<br />
or Your Shop?<br />
30 Spotlight on MOOG<br />
Chassis Parts:<br />
Solutions that Mean<br />
Business<br />
31 New Technologies<br />
<strong>Auto</strong>matic<br />
Transmissions—Not What<br />
They Used to Be<br />
32 East Penn Battery Canada<br />
Duracell <strong><strong>Auto</strong>motive</strong><br />
Batteries Now in Canada<br />
January 19-21<br />
MACS Convention 2010<br />
Rio Hotel and Convention<br />
Center, Las Vegas, NV<br />
✆ 1-888-746-6955<br />
❚ www.macsw.org<br />
Contents<br />
34 Lindertech 2009<br />
Luis Ruiz, Part 2<br />
35 Brake Rotors<br />
Correcting Lateral<br />
Run Out<br />
December 2009<br />
36 EQUIP AUTO 2009<br />
International<br />
Grands Prix Awards for<br />
<strong><strong>Auto</strong>motive</strong> Innovation<br />
38 Garage Business<br />
The Caregiver<br />
IN EVERY ISSUE...<br />
4 Editorial<br />
9 New Products<br />
Know Your Parts<br />
37 Advertisers<br />
6, 8, 37<br />
Around the Industry<br />
Visit us on<br />
the Visit world us stage. on<br />
the world stage.<br />
www.bluestreak.ca<br />
www.bluestreak.ca<br />
Our new international calling card.<br />
Our new international calling card.<br />
| www.autosphere.ca | December 2009 | CarCare Business | 3<br />
by<br />
by
EDITORIAL<br />
Know Your Parts<br />
In the United States, the <strong><strong>Auto</strong>motive</strong><br />
Aftermarket Suppliers Association’s<br />
(AASA) “Know Your Parts” campaign<br />
is an initiative of the association<br />
and the AASA Marketing Executives<br />
Council (MEC).<br />
This was started in the fi rm belief that it’s<br />
not important where a product is made<br />
but rather who stands behind it. Many<br />
name brand suppliers have taken up this initiative<br />
and wear buttons proclaiming they stand<br />
behind the “Know Your Parts” campaign. Most<br />
of these same suppliers operate in Canada and<br />
also stand behind their parts.<br />
This was all initiated because of the concern<br />
about low-cost, off shore, generic auto parts<br />
coming into the aftermarket throughout the<br />
entire supply chain. In other words, the whole of<br />
the aftermarket could suffer if the public loses<br />
confi dence in the industry’s parts and services.<br />
Responsibility<br />
As a shop owner, you have a responsibility to<br />
your customers when parts are installed on their<br />
vehicles; not just “parts”—quality parts! Vehicles<br />
of today are made to last 20-25 years. You<br />
should install quality parts on their vehicle as a<br />
return on their investment to make the vehicle<br />
lasts longer, and make sure the client knows<br />
that this investment is certainly worthwhile.<br />
Low cost, low quality parts may not meet safe<br />
operating standards and post a possible danger<br />
4 | CarCare Business | December 2009 | www.autosphere.ca |<br />
to your client and you, the shop owner, who<br />
will handle the installation. You don’t want to<br />
install brake pads that slow down the vehicle;<br />
you want to install brake pads that stop the<br />
vehicle when and where it is needed.<br />
This will add up for you; when you put quality<br />
parts on vehicles, you’ll be getting a decent<br />
return on your investment. In turn, that investment<br />
can be reinvested in proper training,<br />
new technology, new equipment, etc. If<br />
you install low quality parts on vehicles,<br />
you know the profi t is less, therefore your<br />
ROI is less—the warranty likely won’t hold up,<br />
you can’t rely on it or the parts.<br />
Purchasing parts from the correct source is<br />
also important—buy quality parts from recognized<br />
jobbers and distributors. They will<br />
stand behind their products. When you install<br />
low quality/inexpensive parts on vehicles, you<br />
stand apart from the automobile dealers who<br />
claim they install quality parts.<br />
You could lose<br />
At the end of the day, if you keep installing low<br />
quality/inexpensive parts, you stand to lose.<br />
How many times can you go back to the supplier<br />
with a warranty claim that’s not worth the<br />
paper it’s written on?<br />
Change your business outlook—install quality<br />
parts on your customers’ cars that you know<br />
will keep them safe, and purchase those parts<br />
from the most reliable source. It’s one way to<br />
make your business more successful.<br />
Here’s another tip: Check out our website<br />
www.autosphere.ca—it contains all the latest<br />
news, events, products, and information on<br />
today’s automotive issues.<br />
And we have renamed CASP; please have<br />
a good look at the aptly named CarCare<br />
Business.<br />
Rémy L. Rousseau<br />
remy.rousseau@autosphere.ca<br />
Publisher & Editor Rémy L. Rousseau<br />
Associate Publisher Shirley Brown<br />
Contributing Editors<br />
Pierre Bissonnette, Éric Descarries, Brian Early,<br />
Pierre Lalonde, Dave Redinger, Frank Tonon<br />
Production Management<br />
Valérie St-Cyr valerie.st-cyr@autosphere.ca<br />
Graphic Design<br />
Monique Desbiens 100cDesign@videotron.ca<br />
Revision Shirley Brown<br />
Administration<br />
Wendy Allain wendy.allain@autosphere.ca<br />
Marie-Hélène Côté marie-helene.cote@autosphere.ca<br />
Denise Prud’homme denise.prudhomme@autosphere.ca<br />
Circulation Management<br />
Nancy Belleville nancy.belleville@autosphere.ca<br />
Sales<br />
Luc Champagne lucchampagne13@videotron.ca<br />
514-945-1299<br />
Nathalie Plouffe tirenews@rogers.com<br />
1-866-925-5665<br />
Réjean A. Rousseau r.a.rousseau@videotron.ca<br />
450-649-9007<br />
Garth Vogan rgvogan@yahoo.com<br />
905-689-1963<br />
Subscription<br />
One-year: $27.95 Two-year: $49.95 Three-year: $59.95<br />
Published by<br />
Rousseau <strong><strong>Auto</strong>motive</strong> Communication<br />
455, rue Notre-Dame Est, suite 311<br />
Montréal, QC H2Y 1C9<br />
T : 514-289-0888, 1-877-989-0888<br />
F : 514-289-5151<br />
administration@autosphere.ca www.autosphere.ca<br />
CarCare Business Magazine is dedicated to serving the<br />
business interests of the maintenance and repair industry.<br />
It is published eight times a year by Rousseau <strong><strong>Auto</strong>motive</strong><br />
Communication, a member of AIA Canada. Material in<br />
CarCare Business may not be reproduced in any form<br />
without written consent from the publisher. The publisher<br />
reserves the right to refuse any advertising and disclaims<br />
all responsibilities for claims or statements made by its advertisers<br />
or independent columnists. All facts, opinions and<br />
statements appearing within this publication are those of<br />
the writers and editors themselves, and are in no way to<br />
be construed as statements, positions or endorsements by<br />
Rousseau <strong><strong>Auto</strong>motive</strong> Communication.<br />
Printed in Canada<br />
ISSN no. 1920-731X<br />
Publications Mail Agreement no. 40014105. Return undelivrable<br />
Canadian addresses to Rousseau <strong><strong>Auto</strong>motive</strong><br />
Communication / Circulation Department, 455, rue Notre-<br />
Dame Est, suite 311, Montréal, QC H2Y 1C9<br />
FSC POSITION<br />
À REMPLACER
DM-V1<br />
GO THROUGH<br />
SLEET, ICE AND SNOW<br />
WITH BLIZZAK<br />
DM-Z3<br />
LM-22<br />
BLIZZAK WINTER TIRES<br />
Atlas Tire Wholesale Inc.<br />
YOUR SOURCE FOR BRIDGESTONE TIRES<br />
WEST<br />
6290 SHAWSON DRIVE<br />
MISSISSAUGA, ON L5T 1H5<br />
TEL (905) 670-9791<br />
FAX (905) 670-0581<br />
LM-25<br />
LM-50<br />
EAST<br />
LM-60<br />
140 McLEVIN AVE., # 6 & 7<br />
SCARBOROUGH, ON M1B 3V1<br />
TEL (416) 292-8202<br />
FAX (416) 292-8177<br />
sales@atlastire.com<br />
www.tiredistribution.com<br />
MZ-03<br />
W965<br />
WS-60
INDUSTRY NEWS<br />
Heath Breedlove<br />
Joins Beck/Arnley<br />
Beck/Arnley announced<br />
that Heath Breedlove has<br />
joined the company as<br />
its new vice president of<br />
retail and program group<br />
sales. In this position,<br />
Breedlove calls on and facilitates<br />
sales growth with<br />
program groups and retailer customers<br />
businesses. Prior to joining Beck/Arnley,<br />
Breedlove served as regional director of<br />
store sales for General Parts Inc., where<br />
he managed sales activities for more than<br />
20 CARQUEST <strong>Auto</strong> Parts stores.<br />
NaviGates—Online Parts<br />
Database Unveiled<br />
Gates Corp. has unveiled a new online<br />
parts application database—NaviGates.<br />
This database enables users to easily<br />
search Gates’ complete line of OE quality<br />
aftermarket parts by vehicle category, VIN,<br />
or part description—all via an Internet<br />
connection.<br />
The next-generation NaviGates provides<br />
application information for virtually any<br />
vehicle catalogued by Gates. This includes<br />
passenger cars, light trucks, medium/<br />
heavy-duty trucks, buses, refrigeration<br />
units, farm tractors, lawn and garden<br />
equipment, snowmobiles, ATVs and more.<br />
NaviGates also gives users access to the<br />
Gates industry-leading VIN Decoder, product<br />
photos, routing diagrams, tech tips,<br />
training videos, and promotional materials.<br />
Download the NaviGates application by<br />
visiting www.gatesnavigates.com.<br />
6 | CarCare Business | December 2009 | www.autosphere.ca |<br />
Succession Award to Marie-Josée Rousseau<br />
In the Lux 2009 contest, Marie-Josée Rousseau was presented<br />
with the Succession Award, Published Work for a photo<br />
of a tire recovery centre (using a Nikon D-200 camera). Said<br />
photo was part of a series on the environment and the automotive<br />
industry, published in a special edition on the environment<br />
in 2009 by Rousseau <strong><strong>Auto</strong>motive</strong> Communication.<br />
The artistic approach of Marie-Josée, who recently received<br />
a Diploma in Art History – Photographic Concentration, and<br />
who for the last several years has been contributing to the<br />
various activities of the aforementioned fi rm, is geared toward<br />
Quebec’s industrial landscape.<br />
The contest, where close to 2,000 entries were submitted<br />
by 84 photographers and illustrators, was presided over by<br />
Frédéric Metz and Lino. The magazine Grafi ka dedicated a<br />
special edition to the contest organized by Éditions Infopresse,<br />
in cooperation with L.L. Lozeau. La Capic and AIIQ also participated in the event.<br />
www.infopresse.com/prixlux/resultats/2009<br />
Wells Launches Free Webbased<br />
Diagnostic Guide for<br />
ABS Trouble Codes<br />
Wells Manufacturing launched the<br />
automotive service industry’s first free<br />
comprehensive, Web-based diagnostic<br />
guide covering every popular ABS trouble<br />
code on domestic, Asian, and European<br />
vehicles manufactured since 1996.<br />
Available 24/7 at www.wellsmfgcorp.<br />
com, this new resource goes beyond<br />
simple code descriptions to provide detailed,<br />
application-specific diagnostic<br />
recommendations. The Wells team will<br />
continually update and expand trouble<br />
code listings and related information to<br />
help users more quickly identify and resolve<br />
ABS-related issues.<br />
Wells now also offers a dramatically<br />
enhanced guide to OBD II powertrain<br />
trouble codes. This free guide through<br />
the Web site, provides comprehensive,<br />
vehicle-specifi c diagnostic recommendations<br />
by code as well as corresponding<br />
cause(s) listed in probability sequence.<br />
To use the new Wells ABS and powertrain<br />
trouble code guides, simply follow<br />
the “Technical” and “Trouble Codes”<br />
links at www.wellsmfgcorp.com.<br />
Federal-Mogul Helping<br />
Maximize Chassis Service<br />
Opportunities<br />
Federal-Mogul Corp. is helping aftermarket<br />
distributors, jobbers and service providers<br />
maximize the growth of their chassis businesses<br />
through the addition of hundreds of<br />
new MOOG replacement steering and suspension<br />
products.<br />
The company’s MOOG chassis brand engineering<br />
and product teams have introduced<br />
nearly 500 new components covering an extensive<br />
array of popular late-model foreignnameplate<br />
and domestic applications. In fact,<br />
310 of the latest MOOG chassis product introductions<br />
cover foreign-nameplate vehicles.<br />
This year, F-M has introduced more than 130<br />
new MOOG tie rod designs, over 120 additional<br />
sway bar links and dozens of new ball<br />
joints, coil springs, control arms, strut mounts,<br />
bushings, and other precision-engineered components.<br />
The company has added nearly 1,000<br />
new part numbers to the MOOG product line<br />
since 2008 and nearly 2,200 over the past<br />
fi ve years.<br />
For additional information regarding MOOG<br />
steering and suspension products, visit the<br />
technician-focused Web site, www.moogproblemsolver.com,<br />
or contact your MOOG supplier.<br />
Visit www.FMe-cat.com for a complete<br />
product line part number look-up.
PIRELLI WINTER TIRES:<br />
YOUR BEST FRIENDS IN EVERY WINTER CONDITION.<br />
Winter Sottozero Serie II<br />
Winter Sottozero<br />
(210, 240, 270) (210, 240)<br />
Winter 190<br />
Snowcontrol<br />
Atlas Tire Wholesale Inc.<br />
WEST<br />
6290 SHAWSON DRIVE<br />
MISSISSAUGA, ON L5T 1H5<br />
TEL. (905) 670-9791<br />
FAX. (905) 670-0581<br />
Winter 210 / 240<br />
Snowsport<br />
YOUR SOURCE FOR PIRELLI TIRES<br />
EAST<br />
TOLL FREE NUMBERS AVAILABLE<br />
sales@atlastire.com<br />
www.tiredistribution.com<br />
Winter<br />
Carving / Edge<br />
140 McLEVIN AVE., # 6 & 7<br />
SCARBOROUGH, ON M1B 3V1<br />
TEL. (416) 292-8202<br />
FAX. (416) 292-8177<br />
Scorpion<br />
Ice & Snow
INDUSTRY NEWS<br />
OTC Continues to Extend<br />
Pegisys Offerings<br />
OTC announced that the company continues<br />
to extend its Pegisys diagnostic<br />
platform with the release of its new ‘J’<br />
Kits. Essentially, they bundle the latest<br />
technician-requested software and hardware<br />
enhancements, and is now included<br />
with every Pegisys purchase.<br />
Based on direct input from technicians,<br />
new features include a 6-month initial<br />
subscription for Domestic/Asian enhanced<br />
software with Pegisys<br />
diagnostic<br />
information and<br />
all of the neces- necessary<br />
software<br />
cables, additionaldiagnostic<br />
repair<br />
functionality<br />
and J2534 reprogramming<br />
capability, a 90-day subscription<br />
to Direct-Hit Technician, powered<br />
by Identifi x, and a special trade in<br />
offer. Also, each new Pegisys purchased<br />
will receive a certificate for on-site tool<br />
familiarization and setup service from a<br />
certifi ed SPX trainer.<br />
1-800-533-6127 / www.otctools.com,<br />
www.pegisysotc.com<br />
KYB.com Wins Two Awards<br />
KYB America was recently recognized<br />
with two <strong><strong>Auto</strong>motive</strong> Communications<br />
Awards during AAPEX in Las Vegas. These<br />
awards are presented annually by the Car<br />
Council Women’s Board and supported<br />
by the <strong><strong>Auto</strong>motive</strong> Communication Council.<br />
They recognize companies who best<br />
provide automotive information through<br />
various media outlets. This year, KYB<br />
America’s new website, www.kyb.com, was<br />
recognized with the Best Website Award in<br />
the Business to Business Category and the<br />
Best in Show Award, also in the Business<br />
to Business Category.<br />
8 | CarCare Business | December 2009 | www.autosphere.ca |<br />
Grote Introduces LightForm,<br />
the World’s First Flexible<br />
LED Lighting Film<br />
Grote Industries introduced the first<br />
commercially available versions of its new<br />
LightForm fl exible LED lighting fi lm technology<br />
during a press conference at the<br />
2009 SEMA Show.<br />
“At less than 1mm thick, LightForm<br />
flexible LED lighting film enables users<br />
to quickly and easily install LED lighting<br />
in tight spaces previously inaccessible to<br />
vehicle lighting and can even be sewn into<br />
fabric,” said VP of Sales and Marketing,<br />
John Grote. “Now customizers/restylers<br />
can achieve fantastic interior and exterior<br />
LED lighting effects.”<br />
The new LightForm fl exible LED lighting<br />
fi lm is ultra thin, ultra pliable, allowing<br />
users to bend lighting around corners,<br />
over contoured areas and into complicated<br />
shapes. The LED strips come in power<br />
strips and extension strips and each power<br />
strip can illuminate up to two extension<br />
strips. www.LightFormLED.com<br />
Success With Foreign Nameplates<br />
Tenneco Aftermarket Team<br />
Receives Six Awards<br />
Tenneco’s North American Aftermarket<br />
organization received six <strong><strong>Auto</strong>motive</strong><br />
Communications Awards for excellence<br />
in business-to-business and business-toconsumer<br />
marketing and training during<br />
AAPEX in Las Vegas. Awards received by<br />
Tenneco included:<br />
Business to Consumer<br />
• Best Radio Commercial: Monroe Shocks<br />
& Struts, “Just the Way It Is”<br />
• Best Educational Article: Monroe<br />
Shocks & Struts, “If Squirrels Could<br />
Talk About Car Maintenance”<br />
• Best Car Care Clinic: Tenneco Technology<br />
Tour Monroe Ride & Drive events<br />
• Best Educational Video: Monroe Shocks<br />
& Struts, “Wedding”<br />
Business to Business<br />
• Best Print Ad to Technician/Repair<br />
Audience Monroe Brakes campaign,<br />
• Best Public Relations Effort: Monroe &<br />
Walker brands HTML eMail campaign<br />
John Wamboldt of Albion <strong><strong>Auto</strong>motive</strong> is a Uni-Select jobber member and has had a<br />
great deal of success recently selling Uni-Select’s Beck/Arnley foreign nameplate line.<br />
“Since Uni-Select got into this line, we’ve put in more inventory in order to give our<br />
customers what they need and we’re up substantial numbers with the Beck/Arnley line!<br />
I account this to having the product fi rst off, then being competitive and having very<br />
little investment involved. With that, we’ve been able to take the line and run with it<br />
and offer the service to our customers. A big plus here is that we have not hurt any of<br />
our other product lines.<br />
“Uni-Select has the inventory with this great line, a good pricing structure, they built<br />
the program the right way and the Beck/Arnley representative is phenomenal to work<br />
with—part of our success with the line.”
Quiet-Flow Muffl ers Now<br />
Integrated Under Tenneco’s<br />
Walker Brand<br />
Tenneco has completed the integration of premium Quiet-Flow<br />
stainless steel muffl ers into its Walker emissions control product<br />
line.<br />
Available for a vast majority of top-selling domestic and foreignnameplate<br />
applications, Walker Quiet-Flow SS muffl ers feature<br />
409 stainless steel heads, shell, bushings, louvered tubes, and<br />
partitions. Each muffl er is manufactured in the same facility as<br />
premium original equipment units and is offered with a limited<br />
lifetime warranty and a 90-day “Safe and Sound” guarantee at<br />
no additional charge.<br />
The Quiet-Flow SS product line is available and for more information<br />
please contact your Walker emissions control supplier or visit<br />
www.walkerexhaust.com.<br />
Urea Diesel Exhaust Solution<br />
Blue Def is a new environmental product designed<br />
to meet the greenhouse gas standards set by the EPA for the<br />
end of 2010. It is a reagent diesel exhaust fl uid that, when combined<br />
as required with the new selective catalytic reduction system (SCR),<br />
converts gases into water and hydrogen. Safe for users and the environment,<br />
Blue Def is a solution of 67.5% purifi ed water and 32.5%<br />
urea. Its consumption ranges between 2% and 5% of the total volume<br />
of diesel used. www.bluedef.com / www.societelaurentide.com<br />
Application<br />
Specific Sourcing<br />
OE Quality & Fit<br />
Broad Vehicle<br />
& Part Coverage<br />
Product<br />
Enhancements<br />
and Solutions<br />
Superior<br />
Customer<br />
Service<br />
New Products<br />
New Family of<br />
Radiator Radiator Stop Leaks<br />
Rislone has launched a full line of radiator stop leaks in Canada<br />
including Powder Radiator Stop Leak; Liquid Radiator Stop<br />
Leak; Pelletized Radiator Stop Leak and Liquid Aluminum Cooling<br />
System Stop Leak.<br />
The Powder, Liquid and Pelletized Radiator Stop Leaks use the<br />
same active ingredients, formulated for different applications.<br />
The powder comes in an easy-to-use tube that treats systems<br />
up to 11 litres. The liquid is sold in 300 mL bottles that treat<br />
6- and 8-cylinder vehicles or fi x hard-to-stop leaks in 4-cylinder<br />
engines. The heavy-duty pelletized formula is designed to seal<br />
larger leaks in vehicles with 6-, 8- and 10-cylinder gas or diesel<br />
engines.<br />
Liquid Aluminum Cooling System Stop Leak with Xtreme Cool<br />
is one of the few stop leaks that meet the stringent ASTM D6107<br />
specs for engine cooling system stop-leak additives. It’s effective<br />
in cars, trucks, vans, SUVs, buses and RVs. One 479 g bottle<br />
treats 4-, 6-, 8-, and 10-cylinder engines. For larger systems, use<br />
one bottle for every 15 litres of cooling capacity.<br />
Every Rislone Radiator & Cooling System Stop Leak is compatible<br />
with all types of antifreeze. The products are added directly<br />
to the radiator, with no fl ushing required. Get in touch with your<br />
Rislone representative.<br />
Parts Made Right.<br />
Life Made Easy.TM<br />
For nearly 100 years, Beck/Arnley has been a<br />
leading specialty supplier of premium quality,<br />
genuine foreign nameplate parts with the look,<br />
fit and performance of original equipment.<br />
Beck/Arnley offers broad vehicle and part<br />
coverage, product enhancements and solutions,<br />
and superior customer service, making life<br />
easier for professional import technicians.<br />
Because of Beck/Arnley’s commitment to<br />
excellence, the Beck/Arnley ® For nearly 100 years, Beck/Arnley has been a<br />
leading specialty supplier of premium quality,<br />
brand is favored<br />
by import technicians everywhere, every time.<br />
To learn more and find a distributor, visit www.beckarnley.com.<br />
© 2009 Beck/Arnley Worldparts, Inc.
Exide Batteries<br />
More Than Batteries!<br />
Exide Technologies has been in operation since 1888.<br />
The company is constantly developing new technologies to<br />
best serve their broad base of customers.<br />
Nelson Rombeiro is vice president<br />
and general manager of Exide’s<br />
Canadian division, and updates<br />
us on the many good things going on at<br />
Exide globally, and particularly in the past<br />
five years.<br />
“Our management team has been focused<br />
on stabilizing our business, while working<br />
closely with our customers to grow and<br />
improve their business,” states Nelson.<br />
“We’re putting a tremendous focus on the<br />
future in terms of product development,<br />
engineering resources and geographic<br />
expansion of our footprint.”<br />
Meeting the demand<br />
Nelson continues, “Currently there is considerable<br />
activity in expanding our AGM<br />
product portfolio to meet the anticipated<br />
demand for micro hybrids and advanced<br />
vehicle applications. We’ve also developed<br />
AGM solutions to service the heavy-duty<br />
market with their growing APU systems,<br />
requiring batteries that provide additional<br />
cycling capabilities. In addition<br />
to these nearer-term activities, Exide<br />
is also evaluating alternative advanced<br />
battery technologies. The company recently<br />
announced the start up of a new<br />
division; ReStore Energy Systems which<br />
will focus on renewable energy opportunities<br />
and the development of Lithium ion<br />
technologies.<br />
“Bringing things a little closer to home<br />
with our Canadian business today, we<br />
are a market leader in Canada and enjoy<br />
a very strong balanced portfolio of customers<br />
across several segments. This<br />
demonstrates our ability to customize<br />
our programs to different channels and<br />
customers—one of our big strengths!<br />
10 | CarCare Business | December 2009 | www.autosphere.ca |<br />
However, we won’t sit back as we believe<br />
strongly in continuous improvement and<br />
have invested heavily in the Canadian<br />
business. We have devoted resources to<br />
the expansion of certain facilities, new<br />
equipment and people development while<br />
looking to further enhance our footprint<br />
across the country. This multifaceted approach<br />
allows us to continue to provide<br />
high levels of service to our existing customers<br />
while developing new customer<br />
partnerships now and in the future.”<br />
Exide offers a lot<br />
Shirley Brown<br />
sgbrown@xplornet.com<br />
Exide’s approach to business is not to just<br />
sell a “black box” to a customer—their<br />
comprehensive approach provides much<br />
more. They offer innovative programs that<br />
help provide a competitive advantage<br />
for their jobber customers and increase<br />
demand at the installer level. Nelson says,<br />
“One of our strengths in the traditional<br />
aftermarket is our ability to work directly<br />
with our jobber customers to help increase<br />
their sales to the installer. We’ve also developed<br />
innovative loyalty programs to<br />
improve penetration at the installer level.<br />
Along with the batteries, we provide testers,<br />
other equipment and promotions to<br />
the important installer segment. We don’t<br />
want to just sell the product and forget<br />
about it, we want to help our customers<br />
grow—this remains one of our<br />
key objectives. We do this by<br />
providing a tremendous amount<br />
of detailing and jobber customers’<br />
support.<br />
“The service that follows the purchase<br />
of the battery remains<br />
one of our key strengths. We<br />
typically provide a weekly store<br />
door delivery. With that delivery<br />
comes a whole menu of services<br />
including; delivery of batteries,<br />
core collection, pick up of warranties,<br />
review of merchandising<br />
and POP material to help determine<br />
if customers would benefit<br />
from changes or improvements<br />
in their marketing approach—all<br />
important issues when dealing<br />
with a product such as batteries.<br />
In addition, we are good stewards<br />
of the environment by managing<br />
recovery and recycling of lead.”<br />
Other markets<br />
In addition to the automotive market,<br />
Exide supplies several different applications<br />
to the industrial market. In many<br />
cases, Exide has the ability to be a one-stop<br />
shop for jobbers and their customers.<br />
Nelson has been with Exide Technologies<br />
since 1992, mainly in the aftermarket,<br />
holding sales and national account positions<br />
within the company through 1999.<br />
He then moved into the company’s OE sector<br />
based out of Detroit where he was initially<br />
responsible for the heavy-duty business<br />
before becoming VP of OEM in 2001.<br />
He returned to the Canadian division near<br />
the end of 2005 to assume the role of<br />
VP and general manager of Canadian<br />
Operations of Exide Technologies.
+<br />
–<br />
Calling your next appointment<br />
from anywhere.<br />
Calling a tow truck, stuck in the<br />
middle of nowhere.<br />
EXIDE® Batteries.<br />
Start Positive. Stay Positive. <br />
Performance. That’s what you can expect in every Exide NASCAR® Extreme<br />
battery we build. The kind of ultimate performance provided by our advanced<br />
Silver Shield protection that stands up to heat corrosion and combines superior<br />
anti-shock design with long-lasting starting power. In other words, it keeps on<br />
going so you can too. Plus, the Exide NASCAR Extreme is backed by the industry’s<br />
best warranty. Want more positive news? Go to exide.com.<br />
exide.com<br />
Exide Technologies. Mississauga, ON L5N 0A6. Exide is a registered trademark of Exide Technologies.<br />
NASCAR ® is a registered trademark of the National Association for Stock Car <strong>Auto</strong> Racing, Inc.
AIA Canada<br />
Attention ASPs & Jobbers!<br />
Lots of things happen in Vegas… but not all of them stay in Vegas! Thank goodness, because<br />
AIA Canada made a big announcement there and we’re printing it here.<br />
AIA IA President Marc Brazeau<br />
and current AIA Chair John<br />
Watt held held a press conference<br />
in Las Vegas in order<br />
to present their newest study:<br />
“Hidden Potential Unmasked,”<br />
the Canadian <strong><strong>Auto</strong>motive</strong><br />
Aftermarket Demand Study.<br />
And wow, what a lot of dynamite<br />
information… especially for<br />
<strong><strong>Auto</strong>motive</strong> Service Providers<br />
and Jobbers!<br />
A rosier future than you<br />
imagine<br />
Marc said, “This is the most<br />
important document to date<br />
that we have completed for<br />
the Canadian <strong><strong>Auto</strong>motive</strong><br />
Aftermarket. Much speculation<br />
has been made<br />
about the future because<br />
of the economic situation.<br />
Well, the future looks a lot better than<br />
you may think! Underperformed mainmaintenance is a hidden market, and if fully<br />
Some<br />
important details<br />
realized, this market could almost double John walked us through some of the<br />
the size of our Canadian industry. We are details that are in the report the most<br />
losing business because we need to take a outstanding of these was that “there is<br />
fresh approach to each vehicle that comes $10.33 billion of additional work that<br />
into the bay. Providing customer service the industry is missing out on right now!<br />
means doing an inspection on all vehicles That is a big number and may seem unreal-<br />
regardless of what symptoms they come istic at fi rst until you stop and think about<br />
in with and appropriately advising the it. That number represents the whole fl eet<br />
vehicle owner on what their vehicle needs. on the road. Let me break it down further,<br />
This is not about upselling what is not by making this statement: Vehicles 4 to<br />
required. It is about doing a better job of 12 years old are being “under serviced” by<br />
recognizing and communicating just what an average of $239 every time they visit<br />
is needed now and what can be deferred an <strong><strong>Auto</strong>motive</strong> Service Provider. More<br />
with some idea of recommended intervals. intensive research into six specifi c prod-<br />
Doing just what is asked is bad business uct categories (brakes, wipers, batteries,<br />
and bad for the customer.”<br />
oxygen sensors, shocks/struts, and cabin<br />
Some<br />
important details<br />
12 | CarCare Business | December 2009 | www.autosphere.ca |<br />
Shirley Brown<br />
sgbrown@xplornet.com<br />
filters) showed those services<br />
alone accounted for $116 of that<br />
number.<br />
“For suppliers and distributors,<br />
the potential is equally alluring.<br />
Shops that do more maintenance<br />
and repair work buy more parts.<br />
The $2.5 billion dangling as low<br />
hanging fruit for suppliers through<br />
existing channels and customers,<br />
is that worth targeting? The report<br />
is clear. The work is out there to be<br />
done. The question becomes whether<br />
we in the aftermarket will seize the<br />
opportunity. The odds of success are<br />
certainly great. We have the customers,<br />
we have the techs, we, as an industry,<br />
can develop programs to help the service<br />
and repair community fully utilize<br />
both. Shops that are profi table pay their<br />
technicians better, buy equipment, train,<br />
and pay their bills on time.<br />
Think about market potential<br />
“This report should cause the industry to<br />
step back and think through what market<br />
potential really means, how it affects their<br />
part of the supply chain and what strategies<br />
they are putting into place to ensure<br />
we begin to capture the vast amount<br />
of underperformed maintenance in the<br />
Canadian Aftermarket.”<br />
It is absolutely achievable. If you are an<br />
AIA member, go to the AIA website www.<br />
aiacanada.com and download the report—you’ll<br />
be amazed. Get started today<br />
on getting your share of that $10.33 billion<br />
of additional work waiting to be done!
ADVERTORIAL<br />
Shirley Brown sgbrown@xplornet.com<br />
<strong>Eastern</strong> <strong><strong>Auto</strong>motive</strong> <strong>Warehousing</strong>/<strong>Auto</strong> <strong>Machinery</strong><br />
95 Years Strong!<br />
95 years is a long time to be in business—but 95 successful<br />
years is even better. <strong>Auto</strong> <strong>Machinery</strong> and <strong>Eastern</strong> <strong><strong>Auto</strong>motive</strong><br />
<strong>Warehousing</strong> have a big notch in their family business belts<br />
due to their longevity and business acumen.<br />
14 | CarCare Business | December 2009 | www.autosphere.ca |<br />
The Vaughan family of Fredericton,<br />
New Brunswick has a long history in<br />
the automotive repair business. In<br />
1914, W.E. Vaughan and partner started<br />
Vaughan and Kitchen for the sale and<br />
repair of automobiles. His brother John,<br />
son Jack and other family members joined<br />
him. In 1946, Jack expanded the parts<br />
business and relocated under the name<br />
<strong>Auto</strong> <strong>Machinery</strong> & General Supply Co. Ltd.<br />
where sons Ronald and Carl eventually<br />
joined the family business.<br />
In 1965, Ron and two partners formed<br />
<strong>Eastern</strong> <strong><strong>Auto</strong>motive</strong> <strong>Warehousing</strong> to handle<br />
the wholesale warehousing and distribution<br />
to jobber accounts. His son Doug came<br />
on board in 1973 and currently Doug’s son<br />
David has made his mark in the family business…<br />
the fi fth generation of the Vaughan<br />
family to do so.<br />
<strong>Auto</strong> <strong>Machinery</strong><br />
<strong>Auto</strong> <strong>Machinery</strong> is one of the largest automotive<br />
stores in the Maritimes, with over<br />
40 employees. Longevity among several<br />
employees marks this family run enterprise<br />
as a good place to work and grow.<br />
Dick Richardson joined the fi rm in 1916<br />
and stayed until his death in 1973. Other<br />
lifelong employees—George Tims, Stan<br />
Barr, Judd Lutes, Laura Savage, Douglas<br />
Spencer, Ken Harvey, Marven Briggs,<br />
Murray Goodine, Elwood MacKay, Audrey<br />
Goodine, and Everett Bridges—were loyal<br />
and appreciated members of the <strong>Auto</strong><br />
<strong>Machinery</strong> family whose dedication and<br />
expertise helped immensely in the early<br />
years of growth. Claude Gilks joined in<br />
1968 and was the driving force behind<br />
joining <strong>Auto</strong> Value.<br />
The Vaughan family and staff continues<br />
to provide a valuable service to countless<br />
service stations, parts stores, and retail<br />
purchasers.<br />
Enter the 5th generation<br />
David Vaughan joined the company eight<br />
years ago and had an interesting background<br />
before getting involved in the<br />
family business. He was a member of the<br />
Canadian National Snowboard Team and<br />
two-time junior snowboard champion before<br />
a serious knee injury put him on the<br />
sidelines.<br />
David tells us how <strong>Auto</strong> <strong>Machinery</strong>/<br />
<strong>Eastern</strong> <strong><strong>Auto</strong>motive</strong> has evolved over<br />
the years: “From the beginning, the business<br />
was a service centre, then went into<br />
dealerships, and eventually into the parts<br />
business with our first jobber store—<br />
<strong>Auto</strong> <strong>Machinery</strong>. In the 70’s, the business<br />
moved into the Industrial Centre where we<br />
still are today. This 16,000 sq. ft. building<br />
housed a jobber store at the front; the<br />
back part became <strong>Eastern</strong> <strong><strong>Auto</strong>motive</strong><br />
<strong>Warehousing</strong>—the start of our warehousing<br />
business. We had a few stores around<br />
Atlantic Canada, but no banner program.<br />
As jobbers, a few different buying groups<br />
were looked at but none were a great fi t.<br />
Ten years ago we joined the Alliance group<br />
and became the <strong>Auto</strong> Value distribution<br />
centre for Atlantic Canada. That’s really<br />
where we’ve taken off!”<br />
Customer relationships<br />
“We at <strong>Eastern</strong> are ‘people people’ and<br />
here in the east, business is strongly<br />
based on relationships. We know a signifi -<br />
cant number of our customers on a fi rst<br />
name basis because we deal with most<br />
of them daily. This customer relationship<br />
is one of our biggest assets—my Dad is<br />
one of the best PR guys in the city! The
fact that we’re a family business with fi ve<br />
generations of ties to our area, that we<br />
know what people want—because we ask<br />
them—and that we value customer service<br />
above all else, positions us very well<br />
in today’s market. Also, we have a faster<br />
reaction to economic trends in the Atlantic<br />
Canadian marketplace because we’re well<br />
positioned compared to those who aren’t<br />
from the area. We know the market, know<br />
our customers and can react to programs<br />
and challenges more effi ciently than our<br />
competitors. With <strong>Auto</strong> Value we’re given<br />
all the tools on the marketing side making<br />
us competitive with all the larger chains,”<br />
David tells us.<br />
We asked David how different business was<br />
today as compared to 20 years ago. “Ten<br />
years ago was a turning point for us, but<br />
20 years ago <strong>Eastern</strong> was much different<br />
because we weren’t quite sure of the company<br />
direction. We had a warehouse with a<br />
few smaller customers and a pretty decent<br />
size jobber business. We were hovering<br />
between the jobbing and warehousing<br />
business. When we joined <strong>Auto</strong> Value, we<br />
decided to go hard into the warehousing<br />
business. We now have 14 <strong>Auto</strong> Value banner-fl<br />
ying stores—none 10 years ago—and<br />
18 Certifi ed Service Centres! We‘ve really<br />
started to grow the program.”<br />
Still learning<br />
“I’ve been lucky to have two mentors—<br />
my Grandfather Ron, and my Dad, Doug.<br />
They’ve taught me so much. They come<br />
in everyday, both have different styles<br />
of management and it’s good to learn<br />
from each. In addition, they’ve both been<br />
very supportive of my desire to continue<br />
my education. Currently I’m enrolled in<br />
Leadership 2.0 at Northwood University<br />
PHOTOS: STEPHEN MACGILLIVRAY, atwphoto@atwphoto.com<br />
where I plan to continue on to get an<br />
executive MBA.<br />
“I now deal with <strong>Auto</strong> Value and sit on<br />
some of their committees. They’ve defi nitely<br />
given us the tools to become more<br />
successful and gave us what is pretty<br />
much a ‘turn-key’ parts store program we’d<br />
struggled with before. They’ve also given<br />
us a Certifi ed Service Centre program to<br />
stay competitive today. I have the opportunity<br />
to talk to the ‘experts’ in the industry<br />
at meetings gaining valuable insight<br />
and knowledge from them—a big asset.<br />
“We try to implement as many Alliance<br />
programs as we can, depending on the<br />
area of the store or service centre which<br />
can benefi t from and be best served by<br />
the program information. We use just<br />
about every program available somewhere<br />
throughout our organization—they’ve certainly<br />
helped us grow our business successfully.<br />
All the programs are good ones;<br />
you just have to fi nd the one that fi ts. They<br />
provide enormous support.”<br />
The future<br />
The future is important to <strong>Auto</strong> <strong>Machinery</strong>/<br />
<strong>Eastern</strong> <strong><strong>Auto</strong>motive</strong> <strong>Warehousing</strong>. “<strong>Auto</strong><br />
<strong>Machinery</strong> has been around for a long<br />
time and does a very good job at servicing<br />
customers. We must be prepared to continue<br />
the great service into the future with<br />
the goal to enhance our relationships even<br />
more. With <strong>Eastern</strong> <strong><strong>Auto</strong>motive</strong>, we’re<br />
looking to grow distribution—expanding<br />
more with corporate and independent<br />
locations into Nova Scotia plus targeting<br />
more growth here in New Brunswick. Our<br />
three stores in Newfoundland are doing<br />
very well, indicating a growth market in<br />
that province as well.<br />
“We expanded our current location and<br />
now our new, modern facility boasts<br />
32,000 sq. ft. In our area, I believe there<br />
will continue to be vast opportunities in<br />
the aftermarket. Many people are choosing<br />
not to trade in cars, opting to keep<br />
and maintain them. The current economic<br />
climate has shown people that with good<br />
maintenance they can hold on to their<br />
vehicle longer, eliminating a huge expenditure.<br />
Maintenance and repair equals<br />
longevity, resulting in more disposable<br />
cash and that’s a good thing. And here the<br />
aftermarket has a huge advantage. The<br />
industry has taken the right steps for us to<br />
go forward in the future by giving us the<br />
tools we need to help our customers keep<br />
their vehicles in good repair,” David says.<br />
Getting involved<br />
ADVERTORIAL<br />
“I’ve been involved with AIA since I started<br />
in the business and sit on the Atlantic<br />
Division board. I’ve been involved with<br />
YES, an amazing group of young people,<br />
and was honored with the AIA young<br />
executive of the year award in 2008.<br />
Through YES I’ve made many great connections.<br />
I encourage any young person to<br />
enter the aftermarket industry and they’ll<br />
surely find an occupation which is fun,<br />
fulfi lling and full of great opportunities,”<br />
David concludes.<br />
<strong>Auto</strong> <strong>Machinery</strong>/<strong>Eastern</strong> <strong><strong>Auto</strong>motive</strong><br />
<strong>Warehousing</strong> is an enduring family run<br />
business, which has grown with the times<br />
and will continue to evolve with new technologies,<br />
products and the ever-present<br />
customer service. We certainly wish them<br />
at least another 95 years of success.<br />
| www.autosphere.ca | December 2009 | CarCare Business | 15
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congratulations to<br />
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95 years of success<br />
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Congradulation <strong>Eastern</strong> <strong>Auto</strong>.indd 1 10/27/09 9:36:45 AM<br />
Congratulations<br />
to <strong>Eastern</strong> <strong><strong>Auto</strong>motive</strong><br />
<strong>Warehousing</strong><br />
on 95 years<br />
of success!<br />
16 | CarCare Business | December 2009 | www.autosphere.ca |
Congratulations<br />
for your 95 th anniversary!<br />
Congratulations to <strong>Eastern</strong><br />
<strong><strong>Auto</strong>motive</strong> <strong>Warehousing</strong> on their<br />
95 years of distinguished history.<br />
Continued success � om your � iends<br />
at Pico of Canada!<br />
Andy Benner, Benner Sales Inc, 506-850-7446, abenner@nb.sympatico.ca<br />
Congratulations on your<br />
95 th Anniversary,<br />
with many more to come!<br />
Congratulations<br />
on your<br />
95 th<br />
anniversary!<br />
| www.autosphere.ca | December 2009 | CarCare Business | 17
Congratulations, <strong>Eastern</strong><br />
<strong><strong>Auto</strong>motive</strong> <strong>Warehousing</strong>,<br />
on your 95 th Anniversary!<br />
Our Tribute<br />
For over 100 years, our company has been at the<br />
forefront of the industry and of customers’ high<br />
expectations, and we make it our ongoing mission.<br />
With a proven track record spanning 95 years,<br />
<strong>Eastern</strong> <strong><strong>Auto</strong>motive</strong> <strong>Warehousing</strong> is truly<br />
one of our esteemed partners, and for this<br />
we are sincerely grateful.<br />
18 | CarCare Business | December 2009 | www.autosphere.ca |<br />
Congratulations for your 95 th Anniversary!<br />
Congratulations to<br />
<strong>Eastern</strong> <strong><strong>Auto</strong>motive</strong> <strong>Warehousing</strong><br />
on 95 years of service to the Aftermarket.<br />
J.D.Coyle Sales Inc.<br />
Congratulations to <strong>Eastern</strong> <strong><strong>Auto</strong>motive</strong><br />
<strong>Warehousing</strong> for 95 years of success!<br />
From your friends at<br />
Congratulations to<br />
<strong>Eastern</strong> <strong><strong>Auto</strong>motive</strong><br />
<strong>Warehousing</strong> on their<br />
95 th Anniversary!
Delphi Congratulates<br />
<strong>Eastern</strong> <strong><strong>Auto</strong>motive</strong><br />
<strong>Warehousing</strong> on<br />
95 Successful Years.<br />
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| www.autosphere.ca | December 2009 | CarCare Business | 19
ADVERTORIAL<br />
Shirley Brown<br />
sgbrown@xplornet.com<br />
McFarlane <strong><strong>Auto</strong>motive</strong><br />
From Tech to Jobber<br />
Brian McFarlane went from being a mechanic to becoming a<br />
jobber: “I became a Bowes franchisee in 1982—a store on<br />
wheels—and did very well. I went to a jobber store in Tavistock<br />
in 1985, then moved to a New Hamburg location. Now I’m a<br />
Uni-Select member and have been since December 2008.”<br />
McFarlane <strong><strong>Auto</strong>motive</strong> occupies<br />
11,000 sq. ft. and employs seventeen<br />
people, some of whom have<br />
been there a number of years. “Doug<br />
Hammer, also a licensed technician, has<br />
been with me over 15 years and is assistant<br />
manager,” says Brian. “Lia Fewkes,<br />
our secretary, has been here 15 years<br />
also. My son Kyle started 8 years ago and<br />
works alongside me.<br />
“We have a ‘shuttle run’ to Toronto daily<br />
to pick up parts at our supplier, Uni-Select<br />
and any directs, in order to distribute<br />
20 | CarCare Business | December 2009 | www.autosphere.ca |<br />
to our customers who phone before<br />
10:30 am. We have their parts to them by<br />
1 pm which works out well.<br />
People’s choice<br />
“I really like my job mostly because of<br />
our customers. They like dealing with us<br />
because we’re there for them—we deliver<br />
promptly, we give them great service, we<br />
look after them, if a problem occurs, we fi x<br />
it! In fact, we go the extra 10 miles for our<br />
customers. Many of them have been with<br />
me for 27 years—since I became a jobber.<br />
We have a perfect record with the Better<br />
Business Bureau and won second place in<br />
the Waterloo region as the people’s choice<br />
favourite auto parts store.”<br />
Brian decided to join the Uni-Select group<br />
and hasn’t been sorry. “I can pick the<br />
lines I want to sell… they don’t dictate<br />
that to me. I know what my customers<br />
will purchase and it’s important to be able<br />
to source those lines quickly and easily.<br />
Uni-Select always has more than one line<br />
in stock, so it’s easy to pick what I know<br />
I can sell. I can also buy direct—if I have<br />
good volume in a certain line, then I can<br />
buy that line directly. This allows me to be<br />
more competitive. We pick up orders coming<br />
into the store by 10:30 am. Orders<br />
coming in after that are shipped to us<br />
by Uni-Select arriving overnight ready to<br />
deliver by 8 am.”<br />
Help from Uni-Select<br />
Uni-Select has helped McFarlane<br />
<strong><strong>Auto</strong>motive</strong> be more successful. “We have<br />
three chances of obtaining parts. We can
uy direct and have more competitive<br />
pricing. They have a huge inventory,<br />
so what we want is usually<br />
always there.<br />
“I really like it that Uni-Select is<br />
a Canadian company as well as<br />
doing inter-warehouse transfers. If<br />
Brampton doesn’t have it, Montreal<br />
will and they immediately send the<br />
product to Brampton. We’re also<br />
able to get product via quick-order<br />
directly from the manufacturer.”<br />
Numerous garage programs<br />
“Uni-Select have numerous ‘garage’ programs—Select<br />
<strong>Auto</strong> Expert is a great<br />
program that allows a loyalty rebate plus<br />
a good labour rate for warranty claims,<br />
and it’s done right away, not six months<br />
later. Merchandising aids are a welcome<br />
addition, as is the Air Miles program.<br />
Many programs are for our customers and<br />
certainly help them out.<br />
“Uni-Select have set aside room in their<br />
huge warehouse and set up a fully<br />
equipped shop with equipment and tools.<br />
I can take my customers down there for a<br />
demo, let them go through that shop to<br />
see all the latest equipment. It’s a really<br />
neat idea and good sales have been made<br />
through that venue.<br />
“I really like dealing with Uni-Select.<br />
They’re more fl exible—they listen. I can<br />
say, ‘Here’s what I want to do’ and run<br />
it by them. They give me a pretty quick<br />
answer and then go ahead and work with<br />
us... that’s support.”<br />
Getting ahead<br />
Uni-Select helps their jobbers and installers<br />
get ahead in business and to become<br />
more successful. “DAVE, another program,<br />
allows our customers to order online, to<br />
access our stock,” says Brian. “Soon our<br />
customers will be able to see the Uni-<br />
Select warehouse stock. We can also order<br />
electronically from the warehouse. Being<br />
a Uni member also allows us to work with<br />
National Accounts now and that’s been a<br />
great asset.”<br />
Brian told us that many things have<br />
changed for the better over his 27 years<br />
in business. “Catalogues were always a<br />
pain to keep up with and now most manufacturers<br />
have websites and Internet that<br />
you can go to to get the most current information.<br />
This is something we use many<br />
times daily. McFarlane <strong><strong>Auto</strong>motive</strong> has its<br />
own web page and I put all manufacturers’<br />
icons on it so our installer customers<br />
can access what we do—tech bulletins,<br />
updates, etc.”<br />
Aftermarket is quality<br />
“The aftermarket is getting more quality<br />
conscious. There aren’t as many ‘lemons’<br />
today! Aftermarket was thought of as<br />
lesser quality, but in a lot of cases it’s better<br />
than OE—we’re fi xing the premature<br />
failure parts. At McFarlane’s we believe<br />
in brand name products—it removes any<br />
doubt about what’s in the box!”<br />
McFarlane <strong><strong>Auto</strong>motive</strong> has a training<br />
room in their facility that holds 50 people.<br />
Those attending trainings can walk around<br />
the shop, look at inventory, and obtain a<br />
good idea of what<br />
McFarlane’s has<br />
to offer and what<br />
they do. Brian likes<br />
this set-up stating,<br />
“Educated customers<br />
lower warranty<br />
rates!”<br />
PHOTOS: VALERIE KROPF<br />
Training is big<br />
Trainers for<br />
McFarlane’s customers<br />
are from<br />
the many manufacturers<br />
associated<br />
ADVERTORIAL<br />
with Uni-Select as well as special trainers<br />
who teach courses like management. “As<br />
well as our website, we also have marketing<br />
classes for our shop owners to show<br />
them how to be better businesspeople. We<br />
tell them to push ‘maintenance’ to their<br />
customers… stop the ‘highs and lows’ in<br />
their business! We ask them to make appointments<br />
for preventive maintenance<br />
and book ahead, like doctors. The shop<br />
owners/their technicians must keep training.<br />
Technicians need to keep abreast of all<br />
the new types of drive train management,<br />
equipment updates, scanners, fl ashing information,<br />
etc. to get ahead. Training and<br />
correct equipment in independent repair<br />
shops is vital today. The aftermarket will<br />
continue to evolve so we must keep up.”<br />
S N A P S H O T . . .<br />
McFarlane <strong><strong>Auto</strong>motive</strong><br />
100 Bergey Court Unit B<br />
ADDRESS New Hamburg, Ontario<br />
N3A 2J5<br />
PHONE 519-662-2063<br />
FAX 519-662-6043<br />
WEB www.mcfarlaneautomotive.com<br />
EMPLOYEES 17<br />
SIZE 11,000 sq. ft.<br />
Sells various types of<br />
trailers and parts, plus<br />
EXTRAS a full line of industrial,<br />
safety and maintenance<br />
parts.<br />
McFarlane <strong><strong>Auto</strong>motive</strong> had an Open<br />
House/Trade Show at their new location in<br />
New Hamburg and Brian says that about<br />
750 people turned up—more than they<br />
expected! “We gave away a fl at screen TV<br />
set, a Wii Station, BlueTooth and a deluxe<br />
4-in1 safety coveralls. About 50 prizes<br />
in all were won. McFarlane <strong><strong>Auto</strong>motive</strong><br />
is a little different in that we sell trailers<br />
(utility, ATV, car, equipment haulers, dump<br />
trailers, enclosed trailers, etc.) plus trailer<br />
parts. We also sell a full line of industrial,<br />
safety and maintenance products.”<br />
Looks like McFarlane <strong><strong>Auto</strong>motive</strong> has<br />
come a long way from a ‘store on wheels’<br />
back in ’82!<br />
| www.autosphere.ca | December 2009 | CarCare Business | 21
Create a World Class Job Description<br />
And Hire for Keeps<br />
“I have six cars a day left in my parking lot because I have only one technician in<br />
my four bay shop. Because I can’t afford not to get these skills in my shop, I may<br />
have to pay for a plane ticket, a referral fee of $900 to $2,500 and the cost of<br />
service training to get the person I need.”<br />
These words refl ect the reality of one<br />
Nova Scotia employer looking to<br />
fi nd the employees he needs to grow<br />
his business.<br />
23% of employers have told the Canadian<br />
<strong><strong>Auto</strong>motive</strong> Repair and Service (CARS)<br />
Council in a recent national labour market<br />
survey, that it is somewhat diffi cult or impossible<br />
for them to retain journeypersons<br />
or apprentices. This challenge is made<br />
more diffi cult by the fact that 66% of employers<br />
in 2009 have no formal HR plan in<br />
place to deal with recruitment, retention,<br />
and training.<br />
An effective staff retention plan starts with<br />
recruiting the right people using a world<br />
class job description. The best job descriptions<br />
are much more than a compilation of<br />
that job’s roles and responsibilities. They<br />
include:<br />
1. A description of your company to give applicants<br />
an idea of what your company does<br />
and how it fits into the community.<br />
2. The reasons why employees will want<br />
to work for you, such as a pleasant work<br />
environment and satisfied customers. Do you<br />
offer flexible work hours, for instance? 51%<br />
of employees surveyed by CARS, who said<br />
they expected to leave their employer over the<br />
next five years, said they would very likely<br />
reconsider leaving an employer who offered<br />
flexible hours.<br />
22 | CarCare Business | December 2009 | www.autosphere.ca |<br />
3. Information about salary ranges and<br />
benefits. Employees surveyed by CARS in<br />
2009 name better salaries (80%) as the best<br />
incentive for staying with a company. Another<br />
21% said that an increase in employer funded<br />
training would be a very effective incentive<br />
to stay.<br />
4. The skills you want. Onboard electronics<br />
(81%) and hybrid electric vehicles are the two<br />
top priorities for skills or knowledge upgrading<br />
according to Canadian employers. For both<br />
technologies, 69% of employees say they will<br />
need “some” or “considerable” training.<br />
5. Your expectations: Employers participating in<br />
CARS research focus groups spoke out about<br />
some expectations they have about employee<br />
attitudes, “We hire for attitude; we train for<br />
the rest.”<br />
6. The education and training required: Will a<br />
Red Seal designation acquired 10 or 20 years<br />
ago suffice, or are there expectations for employees<br />
to continuously acquire new knowledge<br />
and skills to keep up with the latest tools and<br />
technology?<br />
7. What new employees can expect. National<br />
survey statistics indicate that employers and<br />
employees see the start of a new job differently.<br />
66% of employers say they gave formal<br />
orientation when they hired a new employee,<br />
compared to 58% of employees who say they<br />
were put straight to work without any formal<br />
introduction to their workplace.<br />
To build a job description that pinpoints<br />
just the right skills sets you need, you<br />
can start at www.carsability.ca with the<br />
CARSability online self-assessments, built<br />
by industry experts for 34 aftermarket<br />
related occupations.<br />
Funded in part by the Government of<br />
Canada’s Sector Council Program.<br />
By: CARS Council<br />
www.cars-council.ca<br />
For additional Recruitment and<br />
Retention tools, check out these<br />
CARS OnDemand training modules<br />
at www.cars-council.ca:<br />
Business Management<br />
Coaching<br />
Creating a Motivating Environment<br />
Disciplining & Terminating Employees<br />
Empowerment<br />
Handling Diffi cult Employees<br />
Hiring Excellent Employees<br />
Human Resources Management<br />
Integrating & Motivating Employees<br />
Managing Employees Strategically<br />
Managing the Generations<br />
New Employee Orientation<br />
Recruiting & Selecting Employees<br />
Retaining Excellent Employees<br />
Teamwork<br />
Time Management<br />
Training – The Road to Success<br />
Working in a Family Business<br />
Writing a Business Plan
Redline Detection<br />
Redline Does It Again!<br />
Redline Detection has introduced the<br />
“Lights Out” service light reset solutions<br />
guide for Mercedes-Benz. It provides technicians<br />
with step-by-step directions to quickly<br />
and easily reset the maintenance alert on<br />
nearly every Mercedes-Benz model today.<br />
Detection created this tool based on an<br />
overwhelming demand from garage owners/tech-<br />
“Redline<br />
nicians for a guide to resetting the troublesome<br />
computerized service lights on Mercedes-Benz vehicles after<br />
service was completed,” said Zachary Parker, Redline<br />
Detection president. “Lights Out makes<br />
it possible for them to do this in less<br />
than 60 seconds. The feedback we’ve<br />
received has been tremendous.”<br />
Maintenance light reset<br />
“Luxury vehicles like Mercedes-Benz<br />
typically don’t come equipped with<br />
the information necessary to reset the<br />
maintenance light,” said Steve Rorick,<br />
owner, MB Elite Mercedes-Benz Service<br />
& Repair and Master Technician. “These vehicles’ systems become<br />
more complex and require multiple steps to reset the maintenance<br />
alerts. The computerized warnings often block other<br />
important information from the driver of the vehicle if they’re not<br />
reset.”<br />
Much less expensive<br />
“As opposed to the Lights Out guide, the factory SDS scan tool<br />
costs more than $10,000,” added Rorick. “There’s no other tool<br />
available as complete, cost effective and user-friendly as Redline’s<br />
Lights Out guide to provide solutions to M-B maintenance alerts.<br />
Now technicians can quickly reset the lights on all these luxury<br />
vehicles, maintaining customer satisfaction and helping to grow<br />
business by building a reputation for providing complete and<br />
competent service.”<br />
A boon for all repair shops<br />
Shirley Brown<br />
sgbrown@xplornet.com<br />
“This product will allow all garages to perform Mercedes-Benz<br />
service,” noted Parker. “The tool can increase business without<br />
forcing garage owners to spend unnecessary dollars on factory<br />
scan tools. The Lights Out guide is easy to understand and available<br />
to any technician seeking to provide their clients with the<br />
best results. Redline Detection is also in the process of expanding<br />
the guide to include additional vehicle makes and models.”<br />
| www.autosphere.ca | December 2009 | CarCare Business | 23
Éric Descarries<br />
104420.662@compuserve.com<br />
SEMA in Colour<br />
Beautiful<br />
and Unusual<br />
Engines<br />
Las Vegas, NV. The SEMA<br />
(Specialty Equipment Market<br />
Association) Show aims at informing<br />
visitors about all the<br />
new products that have hit<br />
or will be hitting the market<br />
soon. But anybody in our industry<br />
will also stop and study<br />
some of the engines powering<br />
the many rods, custom, and<br />
performance cars and trucks<br />
on display. Here’s a pictorial<br />
of what we found fun to observe<br />
at SEMA during the fi rst<br />
week of November.<br />
24 | CarCare Business | December 2009 | www.autosphere.ca |<br />
2<br />
4<br />
3<br />
5 6<br />
1<br />
PHOTOS: ÉRIC DESCARRIES<br />
7
8 9 10<br />
11<br />
12 13<br />
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<br />
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<br />
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<br />
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<br />
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<br />
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<br />
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<br />
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?<br />
14 15 17 18<br />
Worried about your future?<br />
Let us show you how you can own your own automotive business!<br />
Starting at $35,000, fi nancing available (oac).<br />
Franchise opportunities at www.mistertransmission.com<br />
16<br />
| www.autosphere.ca | December 2009 | CarCare Business | 25
Éric Descarries<br />
104420.662@compuserve.com<br />
Shirley Brown<br />
sgbrown@xplornet.com<br />
AAPEX in Las Vegas<br />
A Lot to See<br />
and Learn!<br />
For many years, the AAPEX<br />
(<strong><strong>Auto</strong>motive</strong> Aftermarket<br />
Product Expo) has been held<br />
at the same time as the SEMA<br />
Show. While SEMA is bigger<br />
and “flashier” and aimed at<br />
hot-rodding and performance,<br />
AAPEX is targeted more towards<br />
ASPs and technicians.<br />
Consequently, there are fewer<br />
spectacular cars at AAPEX but<br />
there are many more useful<br />
products and parts for today’s<br />
mechanics and technicians.<br />
Since the economy is a little<br />
slower in the United States,<br />
it came as no surprise to see<br />
fewer custom cars at AAPEX,<br />
but the crowd was there, eager<br />
to learn more.<br />
26 | CarCare Business | December 2009 | www.autosphere.ca |<br />
5 6<br />
7<br />
9<br />
11<br />
1 2<br />
8<br />
10<br />
12
3 4<br />
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<br />
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<br />
there any better way to present an alignment stand than with a hot-rod? (É.D.) 6 Federal-Mogul’s Robert Egan, VP, North<br />
American Global Aftermarket, and Brad Shaddick, director of Sales Canada. (S.B.) 7 Rick Benjamin (l.) and Chocolate Myers<br />
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,<br />
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<br />
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,<br />
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.)<br />
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<br />
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.)<br />
13 14 15<br />
| www.autosphere.ca | December 2009 | CarCare Business | 27
Suspension<br />
Be Sure to Verify First<br />
Pierre Bissonnette<br />
pierrebissonnettejr@sympatico.ca<br />
Pierre Bissonnette was the technical instructor for<br />
a major aftermarket manufacturer. He holds a teaching<br />
certifi cate in andragogy – which is the art and science<br />
of helping adults, whose general education has been<br />
cut short, in their learning process.<br />
2008 Buick Enclave Front Suspension<br />
(PHOTO: www.autodeadline.com)<br />
Determining what is wrong with the suspension is sometimes a tricky job. Many items need to<br />
be checked out fi rst before you can start the repair. We’re going to go over a few of them here.<br />
Tires play a big part in suspension<br />
and now because it’s winter, we’ll<br />
concentrate on winter tires. They<br />
aren’t necessary by law in every province,<br />
but they are a great asset in the cold<br />
and snow. A lot of people are under the<br />
misconception that winter tires are good<br />
forever—this is simply not so. They wear<br />
out just like your regular tires! A regular<br />
4-season tire is made of “hard” rubber<br />
because the asphalt is usually warmer so<br />
it doesn’t wear as fast. With winter tires,<br />
you’re driving on ice, snow and cold asphalt,<br />
so they’re made of “softer” rubber<br />
and if you drive with them on in the summer,<br />
they wear down quite quickly. You<br />
must measure the thickness of the snow<br />
tire—it’s about 9/32-inch thick when new.<br />
When you check the tire it could be worn<br />
in the middle or just on the side, and this<br />
tells you a lot about the suspension. Tire<br />
wear will happen if the alignment is off.<br />
And we mustn’t forget the TPMS… you<br />
need to check to see if that light is “off”<br />
before you start working on the vehicle.<br />
Enter wheels…<br />
People may also have two sets of wheels<br />
for their tires—one for the regular tires<br />
and one for the winters. You must be<br />
careful, as not all wheels are compatible<br />
with TPMS, especially the lower-priced<br />
steel wheels for winter tires. If this is the<br />
case, the TPMS light will be on when the<br />
28 | CarCare Business | December 2009 | www.autosphere.ca |<br />
vehicle arrives in your repair shop. If you<br />
go ahead with suspension repairs at this<br />
point, you will disable the system!<br />
Japanese and some domestic vehicles<br />
have a wishbone suspension and there is<br />
a specifi c way of checking the lower ball<br />
joints on these particular models. You<br />
need to refer to the manufacturers’ specifications<br />
for this repair because if you<br />
check like you do for a regular front-wheel<br />
drive car, you will not detect the lower ball<br />
joint wear.<br />
Elliott suspension (Type A)<br />
Suppose the vehicle has an Elliott suspension<br />
(Type A) rear wheel drive… in<br />
this case, you must take the weight off<br />
the tires in order to check the lower ball<br />
joint. In other words, lift the vehicle from<br />
underneath the lower control arm close<br />
to the ball joint. Some manufacturers will<br />
ask you to check for radial play (l-r), some<br />
will ask you to check the axial play (up<br />
and down). This must be checked with a<br />
dial indicator. You need to also make sure<br />
that the wheel bearing is not loose. Again,<br />
refer to your manufacturers’ specs.<br />
Be sure the wheels are hanging down<br />
when you check out the McPherson strut<br />
and the radial play. Don’t forget the upper<br />
strut bearing as it could be loose or it<br />
could be seized and when it is seized it<br />
can look like a defective rack and pinion,<br />
but the only thing wrong is the upper<br />
bearing.<br />
Greaseable?<br />
Remember, if the vehicle is greaseable<br />
it should be done before you inspect the<br />
front end. Be sure to check the inner and<br />
outer tie rod ends while the vehicle weight<br />
is on the tire. Then watch to see if it moves<br />
while you turn the steering, and, for goodness<br />
sake, do not check them with a pry<br />
bar—this will cause play. If the vehicle<br />
is equipped with an idler arm, use the<br />
same procedure but check manufacturer’s<br />
tolerances.<br />
Check the steering shaft to see that it is<br />
not loose in the column… if it is, you will<br />
hear a clicking noise. You also need to inspect<br />
the u-joint as it could be seized (rack<br />
& pinion unit only). Be sure to take a good<br />
look at the stabilizer link/bar as this is a<br />
very high-wear item. And, don’t overlook<br />
the rear suspension; independent rear<br />
suspensions can have ball joints, outer tie<br />
rod ends, stabilizer links, and bushings.<br />
As you know, when aligning a four-wheel<br />
drive vehicle with independent rear suspension,<br />
you must start by setting the rear<br />
camber, if possible, and the rear toe, then<br />
proceed with the front wheels.
In Extreme Temperatures<br />
Do You Manage Crises, or Your Shop?<br />
We all know that customers only pay attention to the cooling system when it’s not working<br />
properly, which can result in you, the shop owner, with a crisis to manage—the whole<br />
process of getting the car into the shop, repaired, and ready for pickup ASAP is a juggling<br />
act for everyone.<br />
For an automotive technician, cooling<br />
system verifi cation or maintenance<br />
involves many steps, which<br />
include product knowledge. Many elements<br />
or components are integral to a<br />
system. Properly maintaining and servicing<br />
your customer’s cooling system<br />
should be added to your existing scheduled<br />
program. In less than an hour, you can<br />
identify minor, inexpensive problems that<br />
will keep your customer safe on the road<br />
and have him returning for more preventive<br />
maintenance.<br />
Maintenance schedules eliminate most of<br />
the need for crisis management and your<br />
customer will thank you for this.<br />
Frank Tonon is Product Training manager for Spectra Premium and<br />
he develops training courses on the components linked to automotive<br />
cooling systems and air conditioning.<br />
Frank Tonon<br />
tononf@spectrapremium.com<br />
A BIANNUAL INSPECTION PROGRAM<br />
1. Visually inspect underhood components.<br />
a) Radiator cap pressure test—to prevent over or lack of pressure<br />
b) Coolant level, density, and Ph level—if out of specifi cation, replace the liquid<br />
c) Belt and Tensioner—a belt spins approximately 4 million times in a year<br />
d) Hoses and clamps—for deterioration<br />
e) Thermostat—replace if over 2 years old<br />
2. Bring the engine to normal operating temperature and…<br />
a) With the scan tool, observe the temperature and match to instrument gauges.<br />
b) Inspect electric or clutch cooling fan operation for proper engagement.<br />
3. In the vehicle, go through all air distribution selections:<br />
a) To ensure proper controls operation (vacuum or electric motors).<br />
b) Check for loss of air distribution at different positions.<br />
4. Temperature—move the temperature selector knob from cold to hot.<br />
a) Observe travel to identify a binding temperature cable.<br />
b) Measure temperature output as per manufacturer’s specifi cation.<br />
c) You can identify a defective water valve.<br />
5. Operate the blower motor from low to high speed.<br />
a) Ensure all speeds are working properly.<br />
b) Inspect for noise or chirping sounds.<br />
| www.autosphere.ca | December 2009 | CarCare Business | 29
ADVERTORIAL<br />
Spotlight on MOOG<br />
MOOG ® Chassis Parts:<br />
Solutions that Mean Business<br />
As the industry’s recognized “Problem Solver®,” Federal-Mogul’s<br />
MOOG chassis parts brand specializes in developing innovative repair<br />
solutions that improve on original designs for superior performance<br />
and faster, easier installation.<br />
The MOOG brand’s trademark problem-solving<br />
philosophy complements<br />
its close engineering relationship<br />
with leading NASCAR Sprint Cup teams.<br />
And it explains why MOOG is the preferred<br />
brand of NASCAR crew chiefs and<br />
professional technicians.<br />
Join the MOOG ‘Problem Solver’<br />
Network<br />
MOOG has brought its problem-solving<br />
approach to thousands of aftermarket<br />
professionals through the interactive www.<br />
moogproblemsolver.com Web site. This exclusive<br />
online community of repair professionals<br />
and counter people supports the<br />
efforts of every technician who helps restore<br />
trouble-free steering and suspension<br />
performance on any of today’s domestic or<br />
foreign nameplate applications.<br />
Plus, through its vast collection of<br />
“Problem Solver” and “Did You Know?”<br />
technical bulletins and F-M TEC online<br />
training, the MOOG brand helps aftermarket<br />
professionals remain up to date<br />
with the latest repair solutions for thousands<br />
of applications.<br />
30 | CarCare Business | December 2009 | www.autosphere.ca |<br />
Here are two of the most recent MOOG “Problem Solver” designs now featured on this Web<br />
site—and now available through your MOOG supplier:<br />
PROBLEM: Corroded Tie Rod Ends<br />
Dodge/Plymouth Neon,<br />
Chrysler PT Cruiser<br />
Technicians have found that the OE outer<br />
tie rod for 2001-06 PT Cruiser and 1995-<br />
05 Neon models features a stamped steel<br />
housing design that can allow water to<br />
collect in the cavity used for toe adjustment.<br />
Corrosion in this area can make<br />
wheel alignment difficult. The original<br />
design also features a plastic bearing and<br />
is not greaseable, both of which can affect<br />
service life.<br />
SOLUTION: MOOG ES3173RL Outer Tie Rod<br />
The MOOG Problem Solver design features<br />
a solid forged housing that eliminates<br />
corrosion concerns and increases<br />
overall strength. It is greaseable to help<br />
extend service life and also utilizes a<br />
traditional castellated nut, cotter pin and<br />
wrench fl ats for ease of installation. The<br />
MOOG ES3173RL tie rod also features<br />
the brand’s patented pressed-in cover<br />
plate and metal gusher bearing design to<br />
provide long life.<br />
PROBLEM: Front Coil Spring Failure<br />
Ford Focus<br />
Repair professionals have discovered that<br />
stress and corrosion issues on 2000-<br />
2007 Ford Focus models may cause front<br />
coil springs to fracture and fail, resulting<br />
in suspension noise and sagging.<br />
SOLUTION: MOOG 80170, 80172 & 81030<br />
Coil Springs<br />
MOOG has developed three new Problem<br />
Solver constant rate coil spring designs<br />
for these applications. Each new MOOG<br />
coil spring features a larger diameter<br />
bar and additional coils to reduce stress<br />
and combat fatigue throughout the life of<br />
the spring. Additionally each MOOG coil<br />
spring features an enhanced anti-corrosion<br />
coating to help extend service life.<br />
For more information, contact: MOOG<br />
Chassis Parts, Federal-Mogul Corporation,<br />
www.moogproblemsolver.com
New Technologies<br />
<strong>Auto</strong>matic Transmissions—<br />
Not What They Used to Be<br />
Unless you are in the business of restoring old cars, you can say<br />
goodbye to Powerglides, C-4s, FMXs, Turbo 350 and 400s, and the<br />
likes. There is barely any car or light truck left in the industry that<br />
is available with a three-speed automatic transmission and before<br />
long, even the four-speed trannies will be history. Right now, we are<br />
looking at fi ve, six, seven, and even eight speed automatic gearboxes<br />
and more and more automakers are adopting the CVT system for<br />
better fuel economy. And that’s not it!<br />
As these words are<br />
being written, one of<br />
the most advanced<br />
up. You probably<br />
heard about toroidal<br />
transmissions<br />
“regular” automatic trans-<br />
in light machinmissions<br />
has to be ZF’s<br />
ery or in Formula<br />
8-speed hybrid transmis-<br />
One. Expect them<br />
sion. Thanks to advanced<br />
sooner or later in<br />
electronics and software<br />
regular passen-<br />
controls, this gearbox Toroidal transmissions may very well be the way of the future. ger cars. For<br />
outperforms most drivers<br />
now, they seem<br />
with manual transmissions not only in per- headed towards medium-duty trucks as<br />
formance, but also in fuel economy—when it was announced recently. As a matter of<br />
equipped with the optional start-stop fact, British-based Torotrak has partnered<br />
function (which shuts the engine off when with Allison Transmissions to develop a<br />
the vehicle is stopped at a red traffi c light), medium-duty truck transmission that will<br />
this transmission, according to ZF, is 11% feature Torotrak’s full-toroidal transmis-<br />
more economical than its predecessor. sion technology. The system works with a<br />
According to Dr. Michael Paul, executive full-toroidal variator that consists of a set<br />
president, Technology at ZF, around half of discs and rollers instead of a system of<br />
of the potential was achieved by reducing gears. Consequently, it makes the infi nite-<br />
the activation energy of the transmission ly variable transmission torque-controlled<br />
and by moving the operating point of the instead of ratio-controlled. According to<br />
engine… all thanks to electronic controls! Torotrak, this technology offers improved<br />
The 8-speed hybrid transmission by ZF fuel-saving, emissions, and refinement<br />
communicates with other subsystems in benefi ts. Add to that an improved riding<br />
the vehicle via a multitude of interfaces. experience. Commercial vehicles will sure-<br />
“The transmission in a hybrid vehicle has ly be taking advantage of the Torotrak sys-<br />
up to 400 signal interfaces to other comtem but already, there are plans to include<br />
ponents,” says Dr. Paul.<br />
it to passenger cars and light trucks.<br />
Say hello to the toroidal<br />
transmission<br />
Recently, many manufacturers opted for<br />
the new Dual-Clutch transmission, a really<br />
new way of making gears shift. But now,<br />
there is something even newer coming<br />
Éric Descarries<br />
104420.662@compuserve.com<br />
For instance, BMW has included the<br />
Torotrak technology in its ActiveHybrid<br />
concept car and Mercedes-Benz has also<br />
unveiled it in its BlueHybrid concept<br />
vehicle too. Who’s next?<br />
| www.autosphere.ca | December 2009 | CarCare Business | 31
ADVERTORIAL<br />
With winter right at our doorstep, many of your customers will soon be experiencing those<br />
inconvenient and annoying no-starts due to a dead or dying battery. This year, consider providing<br />
them the option to replace their vehicle battery with one of Duracell’s brand new premium<br />
Copper Top automotive batteries, available through East Penn Canada in both conventional<br />
fl ooded and AGM formats.<br />
Why Duracell? Duracell has much<br />
more to offer than the power inside<br />
the batteries; it’s the power<br />
of their recognition, exposure, communication,<br />
and loyalty that enables this brand<br />
to inspire confidence in the consumer’s<br />
mind. Consumers have known this name<br />
for 40 years and trust its reputation for<br />
long life, power and performance.<br />
Alkaline battery leader<br />
Duracell is the leading alkaline battery<br />
brand in Canada. In Total Brand<br />
Awareness studies, Duracell surpasses the<br />
competition in terms of consumer trust<br />
and resonance. In today’s global market,<br />
Duracell has been classifi ed as one of the<br />
world’s most recognized brands.<br />
This positive association with Duracell<br />
products significantly influences a customer’s<br />
decision to purchase a car battery<br />
with a name they already recognize. The<br />
instantaneous recognition fosters consumer<br />
confi dence, which leads to increased<br />
battery sales.<br />
Selling features<br />
One key selling feature of the Duracell<br />
flooded battery line is extended Heat<br />
Protection technology. High operating<br />
temperatures wreak havoc on regular<br />
automotive batteries. Heat accelerates<br />
32 | CarCare Business | December 2009 | www.autosphere.ca |<br />
the rate at which the acid inside the battery<br />
eats away at the other components,<br />
thus reducing battery life. The average<br />
under-the-hood operating temperature<br />
has increased signifi cantly over the past<br />
several years as engine manufacturers<br />
have commanded higher output from<br />
smaller engine sizes, in order to maximize<br />
fuel effi ciency. Long trips, hot weather and<br />
extended idle times can further increase<br />
operating temperature. But while the<br />
summer months are most damaging to<br />
an automotive battery, the damage often<br />
does not become apparent until the fi rst<br />
cold snap when colder temperatures place<br />
higher demands upon the battery.<br />
The EHP Extended Heat Protection technology<br />
incorporated into Duracell’s fl ooded<br />
line will safeguard these batteries<br />
from higher under hood operating temperatures.<br />
Their superior resistance to<br />
internal corrosion extends both battery<br />
life and performance, particularly during<br />
the cold winter months when a battery is<br />
taxed the most.<br />
Extra power demands<br />
A home away from home, vehicles have<br />
more electronics than ever before. Powered<br />
windows and doors, an LCD screen for the<br />
kids, cell phone chargers and GPS systems<br />
all challenge the traditional automotive<br />
Shirley Brown<br />
sgbrown@xplornet.com<br />
East Penn Battery Canada<br />
Duracell <strong><strong>Auto</strong>motive</strong><br />
Batteries Now in Canada<br />
battery to handle these extra power<br />
demands. Duracell AGM batteries with<br />
extreme power and 2x durability and<br />
dependability are specially designed to<br />
power factory installed vehicle electronics<br />
and anything else that plugs in or<br />
turns on. These AGM batteries also provide<br />
superior power for high-performance<br />
equipment in tuner cars and offer superior<br />
vibration resistance for off-road vehicle<br />
adventures.<br />
Duracell automotive batteries come with<br />
a 3-year North American roadside assistance<br />
program and a 3-year full replacement<br />
warranty as added value for the<br />
consumer.<br />
Put the power of the Copper Top on your<br />
store shelves. Customers know the name<br />
and can count on Duracell power and performance.<br />
This level of customer loyalty<br />
allows you to spend less time trying to sell<br />
the battery and more time restocking the<br />
shelves.<br />
Call East Penn Canada today at 1-800-<br />
668-9303 or email sales@eastpenncanada.com<br />
for additional information about<br />
the new Duracell automotive battery line.
CRANK UP YOUR BATTERY SALES<br />
WITH THE NEW COPPERTOP<br />
Available through:<br />
1�800�668�9303<br />
sales@eastpenncanada.com<br />
©2008 Duracell. Duracell is a registered trademark of the Gillette Company, used under license. All rights reserved.<br />
All�new Duracell ® batteries are here, to power the Canadian<br />
automotive aftermarket — and your store’s profitability.<br />
Crank up more sales with the new Duracell Extreme Power<br />
battery that utilizes AGM technology to deliver double the durability<br />
and dependability of standard batteries and maximize accessory<br />
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Put CopperTop automotive batteries on your shelves today. For more<br />
information contact East Penn Canada at 1�800�668�9303 or<br />
sales@eastpenncanada.com.
Lindertech 2009<br />
Luis Ruiz, Part 2<br />
Luis’ employer, Mechanic’s Education<br />
Association, offers live technical assistance<br />
and mobile diagnostics,<br />
in addition to the training implied by its<br />
name. Those services keep their staff in<br />
touch with real-world pattern failures,<br />
and allow them to develop diagnostic<br />
shortcuts.<br />
Like many general-repair technicians, I<br />
don’t have enough of Volkswagen’s products<br />
coming in the door of my “service<br />
to all makes and models” shop to have<br />
developed any real familiarity with their<br />
diagnostics.<br />
Customers still expect us to be able to<br />
quickly and accurately fi x these vehicles,<br />
and that makes this kind of manufacturerspecifi<br />
c training highly benefi cial.<br />
The alphanumeric basics<br />
Those mostly familiar with the way that<br />
the domestics label their diagrams and<br />
scan tool data will find Volkswagen’s<br />
alphanumeric designations, well, completely<br />
foreign.<br />
As Luis explains, these designations are<br />
used to reduce any confusion about what<br />
a part is, regardless of the language used.<br />
This makes a lot of sense, as Volkswagens<br />
aren’t just sold globally; they’re built in<br />
places as far flung as Germany, Brazil,<br />
China, and South Africa.<br />
As an example, whether looking at a wiring<br />
or vacuum diagram, or even a diagnostic<br />
tree, “N75” always refers to a boost<br />
control solenoid. This commonality means<br />
that the boost control solenoid on a Jetta<br />
has the same alphanumeric designation<br />
as the boost control solenoid on a Passat,<br />
even if their design or part numbers are<br />
not the same. Otherwise, even in English<br />
confusion could occur, as this part can<br />
also be called a wastegate solenoid.<br />
Same applies for data<br />
Scan data displayed on Volkswagen’s<br />
VAG-COM scanner—or any that emulate<br />
its functionality, such as the OTC<br />
Genisys—utilizes a similar logic, albeit<br />
numeric only. Data items are organized<br />
by three-digit “Group,” and then divided<br />
into four “Measuring Blocks.” Measuring<br />
Blocks can have varying functions (which<br />
are normally labelled on-screen).<br />
For fuel control data—familiar to many<br />
Brian Early is a full-time automotive technician<br />
in addition to his journalistic endeavours.<br />
techs as “fuel trim” or GM’s old “block learn<br />
and integrator”—the four boxes would<br />
represent (in order, from 1 to 4): Bank<br />
1 additive (basically “short-term”); Bank<br />
1 multiplicative (similar to “long-term”);<br />
Bank 2 additive; Bank 2 multiplicative.<br />
Without that kind of prior explanation, I’d<br />
probably only get a massive stress headache<br />
from trying to determine that one on<br />
my own!<br />
Luis suggests that appropriate Groups can<br />
be most readily determined by consulting<br />
the diagnostic fl owchart for a DTC relating<br />
to the intended item.<br />
Case studies too<br />
Brian Early<br />
bandb.early@sympatico.ca<br />
While Lindertech North’s location changed from Mohawk College in Hamilton to the Four Points<br />
by Sheraton by Toronto’s Pearson Airport, the high quality of the training did not. New Jersey’s<br />
Luis Ruiz proved his breadth of knowledge by presenting two very dissimilar courses: GM<br />
Duramax 6.6 Diesel, and Volkswagen Engine Controls.<br />
34 | CarCare Business | December 2009 | www.autosphere.ca |<br />
Luis Ruiz, Volkswagen Engine Controls trainer at Lindertech North 2009,<br />
explains how to identify and diagnose VW coil-on-plug ignition systems.<br />
PHOTOS: BRIAN EARLY<br />
Although I’ve tried to share the most<br />
useful concepts here, Luis’ presentation<br />
also included several case studies, as well<br />
as analysis and diagnostic methods for<br />
several common VW Group component<br />
failures, including mass airfl ow and ignition<br />
systems.<br />
It turns out that while Luis’ New Jersey accent<br />
may make him sound like a Sopranostyle<br />
“Wiseguy,” this affable tech guru is<br />
actually just a wise guy.
Pierre Lalonde<br />
www.affi niagroup.com<br />
The kit is an effective and proven<br />
product that will correct rotor lateral<br />
run out. The brake align kit consists<br />
of a deluxe toolbox, a dial indicator gauge,<br />
hub cleaner pads, conical washers, and a<br />
black marker. A video is also included and<br />
these guys did an excellent job with it—it’s<br />
user friendly and simple to understand.<br />
Pulsation plus…<br />
Brake Rotors<br />
Correcting Lateral<br />
Run Out<br />
Affi nia currently offers a Brake Align starter kit that<br />
you will fi nd available in our tools and equipment<br />
line. It’s a valuable tool for a technician.<br />
We all know that pulsation, steering wheel<br />
shimmy, and, most importantly, poor stopping<br />
distances can be unsafe, annoying,<br />
and eventually become a costly comeback.<br />
Whenever a rotor pulsation is felt, in<br />
most instances, it’s just one rotor causing<br />
the vibration—I’ve never seen or heard of<br />
four rotors causing the issue.<br />
Disc align plates have been approved by<br />
GM since the year 2000 to correct lateral<br />
run out of the hub fl ange to the rotor hat<br />
of new or machined rotors. The disc align<br />
plates will allow you, as a technician, to<br />
meet the required maximum lateral run<br />
out of .002” or less.<br />
Brake Align is rotor science at its best and<br />
this latest technology has proven to be effective<br />
and reliable. In the past I have used<br />
the disc align plates on a few occasions<br />
and they’re awesome because they work.<br />
What I like about this new technology is<br />
that it does not require the use of an onthe-car<br />
brake lathe therefore it will not remove<br />
metal from the rotor because there<br />
is no machining involved. We often talk<br />
about drawbacks—on-car brake lathes<br />
are costly and it’s a substantial investment.<br />
The Brake Align kit is a minimal<br />
expense and requires very little technical<br />
training.<br />
The brake align plates come in different<br />
thickness sizes: .003”, 006” and .009”.<br />
You will be using the shim that will correspond<br />
with the total run out to be<br />
corrected.<br />
Installation procedures<br />
They’re very simple, but let’s go over the<br />
procedures. First of all, the shims are<br />
used on hubless rotors and are located<br />
between the hub and rotor. The rotors<br />
must be machined and the surface must<br />
be smooth and parallel. Make sure that<br />
the mating surface is clean—no dirt or<br />
other metal particles. You can also use the<br />
wheel hub cleaning pads which come with<br />
the kit. Mount the new or machined rotor<br />
onto the vehicle hub. Secure and tighten<br />
all the wheel nuts to the proper specifi -<br />
cations. Mount the dial indicator to the<br />
steering knuckle so that the stem of the<br />
dial gauge contacts the rotor friction area<br />
1/2” below the rotor’s outer edge.<br />
Now is the time to rotate the rotor and<br />
note the lowest dial indicator reading and<br />
set the dial gauge to zero. Rotate the rotor<br />
once more and note the highest defl ection<br />
amount of lateral run out, then remove<br />
the rotor. Mark the rotor and stud to the<br />
exact location of the high spot.<br />
Select the correct Brake Align Correction<br />
Plate. Slip over the tapered correction<br />
plate between the hub and rotor—your<br />
point of reference is the “V” notch and the<br />
mark on the stud. Position the “V” notch<br />
towards the high spot. Re-check run out<br />
and road test the vehicle.<br />
Please note: do not reuse the correction<br />
plates and do not use more then one plate<br />
behind the hub and rotor.<br />
A word of advice<br />
ADVERTORIAL<br />
A brake job is not complete until time is<br />
taken to measure the lateral run out and<br />
the approximate time to check lateral run<br />
out is about 5 minutes or less.<br />
All you need to know about Brake Align<br />
can be found on www.brakealign.com.<br />
| www.autosphere.ca | December 2009 | CarCare Business | 35
Guy O’Bomsawin<br />
gobomsawin@videotron.ca<br />
EQUIP AUTO 2009<br />
International<br />
Grands Prix Awards for<br />
<strong><strong>Auto</strong>motive</strong> Innovation<br />
EQUIP AUTO’s International <strong>Auto</strong> Trade Show, held<br />
biennially in Paris, France took place from October 13<br />
to 20. Here are the products that were granted the<br />
Grands Prix awards for international innovation.<br />
Piezo’s Diesel Injection<br />
System with Direct Metrology<br />
Delphi – This technology uses a directacting<br />
concept in which the injector needle<br />
is set in motion by a piezoelectric ceramic<br />
actuator without the assistance of an electrohydraulic<br />
circuit, providing extremely fast<br />
opening and closing of the needle valve, velocities<br />
reaching over 3m/s. The system allows<br />
7 or more injection events per engine cycle.<br />
Available<br />
Beamatic Premium Adaptive<br />
Front Lighting<br />
Valeo – The Beamatic Premium allows<br />
motorists to experience excellent night<br />
lighting without blinding oncoming traffic.<br />
It adapts the beam by bringing light to the<br />
sides of oncoming or preceding vehicles.<br />
Available in 2010<br />
LPG Laserline Spark Plugs<br />
NGK – Designed for gas engines, it has an<br />
iridium-tipped centre electrode, reducing the<br />
risk of damaging ignition coils. The anticor-<br />
36 | CarCare Business | December 2009 | www.autosphere.ca |<br />
rosive shell<br />
is chromed,<br />
the gap<br />
between<br />
the electrodes is preset, and<br />
they react to lower starting voltage.<br />
Available<br />
OBD Log<br />
Texa S.p.A. – Small and inconspicuous,<br />
it detects and records intermittent problems<br />
while on the road. Simply connect to the<br />
OBD and it will analyze all data following the<br />
EOBD protocol. Any malfunction will trigger a<br />
red light. Available<br />
Regenerating All-season<br />
Coolant<br />
Chimirec – Thanks to microstraining, this<br />
concept allows techs to regenerate those liquids<br />
in order for them to be reused as such,<br />
or as building supply or water treatment components;<br />
a valuable asset for the environment.<br />
Available<br />
PHOTO : JP HOUDRY<br />
Universal<br />
Wiper Blade<br />
Adapter<br />
Bosch – This multifunctional<br />
adapter called Multi-Clip—the fi rst to be<br />
preinstalled—covers four types of different<br />
toplock and sidelock interfaces. Installing<br />
wiper blades is therefore a one-step, userfriendly<br />
process. Available<br />
Multibrand Diagnostic Tool<br />
Actia <strong><strong>Auto</strong>motive</strong> – With a 2-hour life cycle<br />
without recharging, and bluetooth-ready, a<br />
single click is all it takes the Multi-Diag<br />
pocket to identify the top makes<br />
and models. Hooked to the OBD,<br />
it carries out the most frequent<br />
electronic diagnostics. Avail-<br />
able<br />
High-frequency<br />
Ignition<br />
Technology<br />
Borg-Warner Beru – This<br />
high-energy magnetic field<br />
high-frequency ignition is said<br />
to cut fuel costs by 15% and<br />
reduce NO by 80%. Available<br />
x<br />
in 2013<br />
Dual Mass<br />
Flywheel Checking<br />
Tool<br />
LuK – This tool allows you to check the<br />
status of a dual mass fl ywheel, its side play<br />
and clearance angle without disassembly.<br />
Available<br />
TRANSLATED FROM ITS ORIGINAL FRENCH BY MARC-ALAIN NANTEL.
INDUSTRY NEWS<br />
EPA Proposes to Approve New Refrigerant<br />
for Vehicle Air Conditioners<br />
The U.S. Environmental Protection Agency (EPA) will likely fi nd<br />
HFO-1234yf acceptable, subject to use conditions, as a substitute<br />
for CFC-12 in motor vehicle air conditioners under the Signifi<br />
cant New Alternatives Policy Program (SNAP). SNAP requires<br />
any company seeking to sell any chemical or product, which is<br />
intended for use as a replacement for a Class I or Class II ozone<br />
depleting substance, to provide the agency with health and safety<br />
studies on the substitute at least 90 days before introducing the<br />
product into interstate commerce.<br />
HFO-1234yf is considered a promising substitute for both R-12<br />
and R-134a, currently in use in most vehicle air conditioners. Car<br />
companies are under increasing pressure from regulators, especially<br />
in Europe, to eliminate the use of current refrigerants, such<br />
as R-134a, due to their high global warming potential. 1234yf<br />
has a global warming potential (GWP) of 4 compared to R-134a,<br />
which has a GWP of 1,430 and R-12 with a GWP of 10,890.<br />
EPA is proposing certain use conditions for 1234yf based on<br />
fl ammability concerns. These include actions to prevent leaks<br />
into the passenger compartment, preventing high concentrations<br />
near power sources, as well as the use of unique fi ttings and<br />
warning labels. Flammability concerns also have led EPA to restrict<br />
its SNAP approval to use of 1234yf only on new vehicles.<br />
However, the agency is accepting comments on the safety of<br />
retrofi tting vehicles now using either R-134a or R-12 with the<br />
new refrigerant.<br />
To view the proposal, visit www.epa.gov/ozone/snap.<br />
AASA, Brake Manufacturers Council<br />
Integrate<br />
The <strong><strong>Auto</strong>motive</strong> Aftermarket Suppliers Association (AASA) and<br />
the Brake Manufacturers Council (BMC) announced an agreement<br />
to integrate the BMC as a product council of AASA. It will operate<br />
under the leadership of the AASA Board of Governors.<br />
“This agreement between the leadership of AASA and BMC will<br />
benefi t North American suppliers and create more collaboration<br />
among brake suppliers, whether aftermarket or original equipment,”<br />
said Steve Handschuh, AASA president and COO. “This<br />
agreement will create a unique forum for BMC members and<br />
will foster open discussions of common concerns and industry<br />
issues.”<br />
“BMC members are excited about the opportunities that integration<br />
with AASA opens,” said Pat Healey, president of the Friction<br />
Materials Standards Institute (FMSI), who currently acts as<br />
BMC’s Executive Director. “The FMSI looks forward to continue to<br />
work with AASA and BMC on issues of common concern.”<br />
Advertisers Index<br />
AIA Canada www.aiacanada.com 23<br />
Altrom Group www.altrom.com 27<br />
ASC Industries www.asc-ind.com 17<br />
Atlas Tire Wholesale www.atlastire.com 5, 7, 39<br />
<strong>Auto</strong> Value www.autovalue.com 16<br />
Beck/Arnley www.beckarnley.com 9<br />
Bestbuy <strong>Auto</strong> Parts www.bestbuyautoparts.ca 31<br />
Blue Streak www.bluestreak.ca 3<br />
Dayco www.dayco.ca 17<br />
Delphi www.delphi.com 19<br />
Earth Day Canada www.earthday.ca/scholarship 13<br />
East Penn www.eastpenncanada.com 32, 33<br />
Exide Technologies www.exide.com 11, 18<br />
Federal-Mogul www.federalmogul.com 18, 30<br />
Gates www.gates.com 16<br />
Hella www.hellacanada.com 19<br />
JD Coyle 18<br />
Mister Transmission www.mistertransmission.com 25<br />
NAPA www.napaonline.ca 40<br />
NAPA Centre of Excellence www.napaexcellence.ca 29<br />
NGK Spark Plugs www.ngksparkplugs.ca 16<br />
Parts Master 18<br />
Pico 17<br />
Prolab Technolub<br />
www.prolab-technologies.com/<br />
technolub_ang.htm<br />
Recochem www.recochem.com 18<br />
Shell www.shell.ca 18<br />
Spectra Premium www.spectrapremium.com 16<br />
Tenneco www.tenneco.com 17<br />
Uni-Select www.uni-select.com 20, 21<br />
Valvoline www.valvoline.com 2<br />
Zurawel Patton Sample www.zps.ca 17<br />
| www.autosphere.ca | December 2009 | CarCare Business | 37<br />
17
Garage Business<br />
The<br />
Caregiver<br />
If you’re not taking<br />
advantage of recalls to<br />
drum up more business,<br />
you’re missing out.<br />
The following is an excerpt from<br />
an article I wrote for Sun Media’s<br />
24 Hours newspaper. It was seen by<br />
Sun readers across Canada, and I’d like to<br />
direct your attention to the point I made<br />
about the benefi ts of recalls:<br />
38 | CarCare Business | December 2009 | www.autosphere.ca |<br />
“It always surprises me<br />
when a manufacturer has a<br />
recall campaign and it’s perceived<br />
as a negative. When<br />
it comes to recalls, negativity<br />
is all wrong. Recalls are<br />
basically product updates.<br />
Throughout the life cycle of<br />
any product, failure or operating<br />
conditions may require<br />
changes in specifi cations.<br />
“You must remember that<br />
these products (everything<br />
from cars to baby buggies)<br />
are used worldwide in a variety<br />
of conditions. As “in the<br />
field” information comes<br />
in, responsible manufacturers<br />
step up and rectify the<br />
situation. If you have received<br />
a recall notice from<br />
your manufacturer, react to it positively.<br />
Take the time necessary and respond.<br />
The latest recall information<br />
(cars and trucks) is available<br />
at Transport Canada’s website:<br />
www.tc.gc.ca.”<br />
Welcome recalls<br />
Dave Redinger is a mechanic with over 45 years experience. He owns and<br />
operates his own shop in the Toronto area. Dave hosts “Dave’s Corner Garage”<br />
seen on national television—Sun TV on Sunday mornings. Dave’s Corner<br />
Garage deals with automotive issues.<br />
So why am I so bullish on<br />
recalls? In our shop we make<br />
it a habit to verify recalls<br />
on the vehicles we service.<br />
We used to ignore recalls in fear of losing<br />
work, but as it turns out 99% of the<br />
recalls available to owners have either<br />
expired or don’t apply.<br />
Now, by using the information supplied by<br />
NAPAfi x or Identifi x it’s easy to check not<br />
only for recalls, but for service schedules<br />
too, as well as maintenance requirements<br />
and reliability issues. We use this information<br />
as a conversation starter with the<br />
client. The counter staff take the time to<br />
print out the information and more importantly<br />
go through it with the customer<br />
at the counter.<br />
But why bother?<br />
Calling Dr. Fixit<br />
Dave Redinger<br />
davidredinger@rogers.com<br />
These documents are a great sales tool.<br />
As the repairer, you and I are perceived<br />
as the experts, backed by documentation.<br />
Ever notice that the doctor or dentist<br />
never hands you a bill? Instead, the invoicing<br />
is done by the nurse or the receptionist.<br />
Your relationship with the doctor<br />
or dentist is best described as that of a<br />
“caregiver” and his or her patient.<br />
The same scenario is playing itself out at<br />
the service counter, except in this case the<br />
care is given to the vehicle with you playing<br />
the role of the concerned physician.<br />
The conversation between you and the<br />
customer is about how best to care for the<br />
ailing vehicle.<br />
This is an easy way to sell the<br />
work that is required—not only<br />
work required immediately, but<br />
future jobs as well.<br />
This is an easy way to sell the work that is<br />
required—not only work required immediately,<br />
but future jobs as well. Example:<br />
swapping out a timing belt before the cold<br />
weather hits.<br />
So, if you have the Identifi x service in your<br />
shop, use it for more than sourcing repair<br />
info. It’s a great sales tool when used<br />
properly, and a great way to build the<br />
relationships “caregivers” like us need in<br />
order to grow our businesses.
NORD FROST 5 *<br />
Dealer Enquiries Welcome<br />
Call (905) 670-7354 Ext. 270<br />
Features & Benefits<br />
e-mail: gislaved@atlastire.com www.gislavedontario.ca<br />
ATLAS TIRE WHOLESALE INC.<br />
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NORD FROST 5 *<br />
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175/70R 13 82T SL 215/70R 16 100T SL<br />
14 inch 225/70R 16 102T SL<br />
175/70R 14 84T SL 215/65R 16 102T XL<br />
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215/70R 15 98T SL 225/65R 17 102T SL<br />
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195/55R 15 89T XL 18 inch<br />
245/40R 18 97T XL<br />
NEW SIZES FOR 2009
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