Carcare Business April 2019

PP 40014105
CANADA’S PREMIER REPAIR & MAINTENANCE MAGAZINE FOR JOBBERS & SERVICE PROVIDERS
Autosphere.ca
APRIL 2019 | VOLUME 19 | NUMBER 3 | $5.95
HERE & NOW
Working On Hybrids
8
DAYCO
A NEW
DIRECTION
Tyler Samagalski, Director of Aftermarket, Canada
SERVICE PROVIDER
SPOTLIGHT
Pro Tech Tire & Auto,
Barrie, Ont.
12
JOBBER REALM
Changes in
Suspension Parts
28
SPECIAL FILE UNDER THE HOOD

THE POWER OF INVENTORY... WE HAVE THE TIRES YOU NEED
Mississauga, ON Scarborough, ON Vaughan, ON Delta, BC
Edmonton, AB
Calgary, AB

Contents
APRIL 2019
PS >SOMMAIRE > SECTION
12
In Every Issue
4 Associate Publisher’s Word Which One Are You?
6 Industry News
8 Here & Now Servicing Hybrids
10 Leader Profile Maggie Davison, Port Perry Auto Supply
12 Service Provider Spotlight
Pro-Tech Tire & Auto NAPA AUTOPRO
Jobber Realm
24 Trends Parts Growth
26 Logistics Inventory Management
28 Parts Suspension Components
29 Business Strategy Wiper Blades
14 DAYCO Canada A New Direction
SPECIAL FILE
Under the Hood
16 Maintenance Keeping Cool
18 Preventive Maintenance Fixing What Is Broken
20 Air Conditioning Cool Customers
22 Battery & Electrical Systems A Charged Situation?
Service Provider Corner
30 Process Repair Information by Diane Freeman
31 Digital Marketing Website Updates
32 Management A Turn-About Is Needed by Jim Voigt
38 In My Opinion Recruitment by Dave Redinger
Tech News
34 New Products WIX Filters
36 Technology Service Plans by Rob Ingram
37 From The Bay Power Steering Systems by Brad York
20
April 2019 | CarCare Business | 3

ASSOCIATE PUBLISHER’S WORD
Which One Are You?
I’m sure you’re ready for spring because it always brings in
more cars for service.
After this severe winter, with its regular freezing and thawing, many roads are
in very poor shape, with lots of potholes, cracks and frost bumps. And those
broken roads are going to play right into your repair hands!
Generating business
But when you don’t have potholes to depend upon for repair, what are you doing
to get vehicles into your bays? Do you have an outside salesperson that announces
your strengths and services? Do you have a website that advertises your great
service, workmanship, fast service, diagnostics,
etc.? Or do you do the clever thing and
advise your clients about their vehicles and
It’s these shops
that give a bad name
to the industry and to
other conscientious
and honest service
repair owners...
the maintenance services the vehicle requires
to keep it safe to drive? As we understand it,
there are still repair shops that don’t use this
method for repeat business and client safety.
That’s pretty slipshod ownership!
By keeping track of maintenance issues
and needed repairs, you can keep a complete
record of your clients’ vehicles to be sure
they remain roadworthy.
Shop owners that do not keep track of
these things rely on “drive by” traffic, do just what is needed, charge a fee—
usually less than an accredited repair shop—and it’s on to the next vehicle.
Seeing the benefits
It’s these shops that give a bad name to the industry and to other conscientious
and honest service repair owners… the ones who charge more but do a better job
and keep the vehicle safe. The conscientious ones stand behind their work and have
warranties to back it up. Why on earth can’t these other garage owners see the difference
and step up to the plate, do the job right and in turn build a better business
with a regular customer service base?
As we’ve seen many times before, poor service and poor reputation negatively
impact honest and hardworking repair shops. They also resonate back to the general
public, who start to believe that all repair shops are like that. C’mon, let’s get it right
and do right by the customers that come into the shop.
For those of you who are “the other garage
owners,” you and your customers may want to
go to this website—carcare.org—and see how
you can help your customers and, in reality,
help your business as well. You’re not going to
make it into the future if you don’t!
Publisher Isabelle Courteau
Associate Publisher & Editor-in-Chief
Shirley Brown
Senior Editor-in-Chief Jack Kazmierski
Managing Editor Huw Evans
Editorial Content Coordinator Émilie Grange
Journalist Sukanya Ray Ghosh
Contributing Editors
Krystyna Lagowski & Heather MacDonald
Columnists
Diane Freeman, Rob Ingram, Dave Redinger, Jim Voigt
& Brad York
Proofreader Michelle Morra
Multiplatform Production Coordinator
Roxanne Lapointe
Graphic Designers Erik Borrelli & Ève Lambert
President Jean-Luc Rousseau
Assistant Operations Director Marie-Hélène Côté
Assistant Sales Director Maxime Fournier
Key Account Manager Stéphanie Massé
Sales Administrative Assistant
Gloria Lam
gloria.lam@autosphere.ca
Marketing Coordinator Violette Valembois
Project Manager Antoine Buée
Accounting Manager Esther Twells
Administrative Assistant Frédérique Savard
Published by
455 Notre-Dame East, Suite 311
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514 289-0888 / 1 877 989-0888
514 289-5151
administration@autosphere.ca
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CarCare Business Magazine is dedicated to serving the business interests of the
maintenance and repair industry. It is published eight times a year by Rousseau
Communication, a member of AIA Canada. Material in CarCare Business may not
be reproduced in any form without written consent from the publisher. The publisher
reserves the right to refuse any advertising and disclaims all responsibilities
for claims or statements made by its advertisers or independent columnists.
All facts, opinions and statements appearing within this publication are those
of the writers and editors themselves, and are in no way to be construed as
statements, positions or endorsements by Rousseau Communication.
Printed in Canada
Issn no. 1920-731X
Publications Mail Agreement no. 40014105.
Return undeliverable Canadian addresses to
Rousseau Communication / Circulation Department
455, Notre-Dame East,
Suite 311, Montreal,
QC, H2Y 1C9
SHIRLEY BROWN
ASSOCIATE PUBLISHER & EDITOR-IN-CHIEF
shirley.brown@autosphere.ca
4 | CarCare Business | Autosphere.ca

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INDUSTRY NEWS
AIA Announces New Additions to
Senior Leadership Team
AIA Canada has
appointed two new
senior management
team associates—
Linda Donnini as
Vice President
Member Relations,
and Sean Corcelli as
Executive Director,
Alberta Division.
Donnini has over
15 years of aftermarket
experience
Linda Donnini (left) and Sean Corcelli
have joined AIA’s Senior Leadership Team.
having held senior positions at NAPA Auto Parts and
Uni-Select. She has extensive knowledge and years of experience
in creating added value for customers and clients.
Sean Corcelli began his career with Acklands (later
Acklands-Grainger) and moved to Uni-Select when they
purchased Acklands-Grainger. He retired in 2017 as
Regional Vice President, Prairies Division and is a longtime
dedicated AIA member.
With this new structure, AIA Canada will focus on its
membership engagement and expand its reach in the
ever-changing automotive environment with all stakeholders,
all the while identifying future member programs
and services. SHIRLEY BROWN
NAPA AUTOPRO Issues 2019
Scholarship Call
NAPA AUTOPRO has issued a call for nominations for its
2019 scholarships program.
André Couture, Regional Director of NAPA AUTOPRO
Quebec Region and manager of the program, has recently
announced the 3 rd edition of the NAPA AUTOPRO
scholarships program.
The program plans to offer 20 scholarships of $1,000, for a
total of $20,000, in 2019.
The NAPA AUTOPRO scholarships are offered with the
objective of inspiring and providing financial assistance
to apprentice technicians. They aim to encourage these
students when they are being trained in order to meet the
hiring needs of service centres. NAPA AUTOPRO has also
invited students enrolled in the Technical Advisory Program
this year to apply for the scholarships.
The organization’s selection committee will review the list of
proposed candidates. They will announce the winners of the
NAPA AUTOPRO 2019 scholarships in May.
SUKANYA RAY GHOSH
Fram Group Acquired by TRICO
The Fram Group—including
FRAM filters and Autolite
spark plugs—has been acquired
by TRICO Group.
“We are excited to enhance
our product portfolio with
these two leading brands,”
said Jay Burkhart,
President of TRICO Group.
“The filter category is a
natural complement to
our wiper products as our
‘Maintenance’ offering,
The Fram Group (which includes Autolite
spark plugs) was recently acquired by TRICO.
while Autolite adds to our ‘Repair Parts’ product line of fuel
pumps, water pumps and lift supports.”
TRICO Group also acquired UCI International’s Performance
Pumps business, (ASC Industries and Airtex Products) in January.
Because of these two assets, TRICO Group now supplies
aftermarket and OE customers with a portfolio of filters and
wiper products, plus spark plugs, lift supports, fuel pumps
and water pumps. Premium brands of TRICO Group now
include TRICO wipers, Carter fuel pumps, ANCO wipers,
Airtex fuel pumps, StrongArm lift supports, Autolite spark
plugs and FRAM filters. SGB
NAPA AUTOPRO has announced a call for its 2019 scholarship program.
Lumileds Names New CEO
Lumileds has announced the appointment
of Dr. Jonathan Rich
as its new Chief Executive
Officer (CEO).
Dr. Rich recently held the position
of Chairman and CEO at
Berry Global, a specialty materials
and consumer packaging
company, from 2010 to 2018.
Dr. Jonathan Rich
“I am very pleased to be joining
Lumileds and am looking forward to building on the
company’s differentiated lighting technology foundation
to increase the value we can deliver to customers across a
broad set of industries,” said Dr. Rich. “The opportunity for
lighting innovation to make a positive impact on safety and
sustainability is tremendous.”
Dr. Rich takes over from Mark Adams, who is stepping down
as CEO and from the Board of Directors. Adams will, however,
continue in an advisory role to the company. SRG
PHOTOS AIA CANADA, NAPA/UAP, TRICO, LUMILEDS
6 | CarCare Business | Autosphere.ca

@autosphere_en
Wakefield Canada Named Best
Managed Company
Wakefield Canada recently announced that it has been recognized
as one of Canada’s Best Managed Companies for
the 10 th consecutive year.
The company has been responsible for the distribution of
Castrol lubricants and specialized products that are used in
several industries, from automotive to oil and gas.
Receiving this accolade for the 10 th year in a row has given
Wakefield Canada the Platinum Club status in the Canada’s
Best Managed Companies program.
“I am proud of our team, our accomplishments, and this
recognition. I believe this Platinum Club status serves to
remind us that we continue to make great progress in
moving our business forward with significant accomplishments
year after year,” said Dave Fifield, President of
Wakefield Canada. SRG
You can solve
customer ride
complaints
PHOTOS JACK KAZMIERSKI, AUTO ELECTRIC SERVICE LTD.
Correction for Bob Jaworski Article
In the March issue of
CarCare Business, w e
did a Leader Profile on
Bob Jaworski, President and
General Manager of Auto
Electric Service Limited.
We erroneously printed
that Bob was President
and General Manager
of Ackland’s.
On behalf of the entire
team, I offer very sincere
apologies to Bob for this
glaring error. SGB
Bob Jaworski, President & General
Manager, Auto Electric Service Ltd.
Road Force Elite:
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April 2019 | CarCare Business | 7

HERE & NOW Servicing Hybrids
Points to Remember
Technicians need to be aware of key safety procedures when repairing hybrids. — SUKANYA RAY GHOSH
With the increasing number of hybrid
vehicles on the roads today,
technicians are seeing them in
service bays on a regular basis. A hybrid
is generally similar to conventional ICE
vehicles, except when it comes down to
handling its high voltage parts. Hybrids
give off more than 100 volts in direct current
(DC), which pierces through the skin
and is definitely lethal. A technician needs
to first identify all the high voltage parts of
the vehicle and then follow standard OEM
procedures to work on it safely.
Personal Protective Equipment (PPE)
Before touching a hybrid, the technician is
required to suit-up with appropriate PPE.
“You will need to use high voltage
class 0 gloves and a CAT III multimeter
that handles up to 1,000 volts as basic
tools to work on these cars. The gloves
need to be verified before each use, and
they need to be certified every six months
(or according to safety regulations in
your province or state),” says Automotive
Service Technical Trainer, Yves Racette
of yracette.com.
A technician needs to identify
all the high voltage parts
of a hybrid and then follow
standard OEM procedures
to work on it safely.
Craig Van Batenburg, owner of
Automotive Career Development Center
(ACDC) adds several other safety measures
to the list. He encourages using
leather gloves over the rubber ones to
prevent damaging them. Van Battenburg
also recommends using goggles and good
boots with rubber soles that haven’t
cracked. “When you put the gloves in your
storage bag, the fingers should be pointing
up, not down. This way, if something
drops in the bag, it doesn’t get into the
glove,” he adds. The gloves can last up to
20 years if maintained properly.
Van Batenburg cautions against wearing
any jewellery or having metal items on
the body, to avoid electrocution.
Safety checks
The technician should follow a certain
procedure before actually beginning the
repair. Both Van Batenburg and Racette
recommend the following:
• Begin by turning off the vehicle, and
remove the remote keyless unit at least
3.4 to 5 m (10-15 ft) away from the
vehicle. Look for other keyless units and
remove them as well.
• Locate the service plug, an orange switch,
and remove it with your gloved hands.
• Use the CAT III multimeter to test the
battery voltage and ensure that the
battery is indeed switched off.
• Test the capacitor using the CAT III
multimeter, and make sure that
the high voltage storage device is
completely discharged.
The high voltage components are now
safe to touch.
Training programs
Several training options are available in
North America to help technicians prepare
Technicians repairing hybrids requires a specific set of PPE.
for hybrids. “We deliver all training for hybrids
starting from introduction to advance
training up to model specific training. All
our courses include safety measures and
security involving high voltage systems,”
says Racette, who is located in Canada.
ACDC also offers courses to Canadian technicians
who are willing to train in the U.S.
“A safety class for us is only one day. We
mail our safety guidebooks to interested
participants. They are required to study,
watch our webinars and pass an online
theory test before they come to us,” says
Van Batenburg. Technicians can then receive
hands-on safety training at his facility.
Service area
It is advisable to work on hybrids in a dry
service area or stall, or in one where water
drains out quickly. “When the techs remove
the big battery, they place it on a table
that rolls under the car. You have to ensure
that the lift has a clear floor that doesn’t
get wet,” explains Van Batenburg. “If the
shop is really busy and has people walking
around, technicians should ideally place
orange cones around an open, unattended
vehicle and mark it off with caution tape.
The key to being safe around hybrids and
keeping everyone in the facility safe is having
a smart shop layout,” he says.
PHOTO ACDC
8 | CarCare Business | Autosphere.ca

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LEADER PROFILE Maggie Davison, Port Perry Auto Supply
Lead by Example
Maggie Davison owns Port Perry Auto Supply and has been there since 1981! — SHIRLEY BROWN
Davison started as a driver at a jobber store owned by
Jim Burghgraef. She admits she knew nothing about auto
parts! “And that’s when Jim began teaching me the ropes
of the business,” Davison tells us.
“He taught me everything from learning to mix car paint
to doing inventory control, managing expenses, payroll and
accounts payable, and learning the counter. His patience gave
me the confidence in doing my job to the best of my ability. I
learned so much from him!” she states.
Tragically, in 1998 Jim was killed in a car accident. His
wife, Sandra, ran the business for a year and then sold it
to CARQUEST. Port Perry Auto Supply became a corporate
store called CARQUEST Auto Parts with Davison as
the manager.
Ownership goal
“I wasn’t content with just managing the store… I wanted
complete ownership. Many challenges lay ahead, but with
support from my husband, Ken, I met each challenge head-on
and became the proud owner of Port Perry Auto Supply,
September 2011,” Davison relates.
It was important to Davison to go back to the familiar name
of Port Perry Auto Supply in memory of Jim. She tells us his
photo is seen hanging at the front counter and is a great conversation
piece when past customers who knew him come into
the store.
Davison goes on to tell us that Customer Service is one of
their top priorities… they go the extra steps needed to satisfy
their customers. “My main counter pro, Janice Crough, began
working for me in September 2000 and brought with her years
of counter experience,” Davison comments. “My team consists
of my daughter Kimberly Reeves, who is on the counter and also
delivers the parts; Kathy LeFort, who is my outside sales rep,
along with part-time drivers Jeff Young and Rick Romanyk. My
husband, Ken, also drives part-time for the store. And I’d like
to add that most of my staff have been employed at Port Perry
Auto for a while.”
Great team
“I attribute my success to the great team who follow in my
footsteps in delivering good customer service,” Davison relates.
“Our customer base is used to hearing the familiar female voices
answer the phone and is confident in getting the right parts in a
timely manner.”
But it isn’t all about in-store business for Port Perry Auto
Supply. Community involvement is very important to Davison.
“I’ve been a member of the Scugog Women’s Sistoars Dragon
Boat Team. I’ve sponsored and played on the Scugog Women’s
Hockey League, sponsored the Scugog Men’s Hockey League,
and I’m an active participant in the tricycle race for the
Maggie Davison
“I attribute my success to the great team
who follow in my footsteps in delivering
good customer service.”
Maggie Davison, Owner, Port Perry Auto Supply
Port Perry United Way. I also participated in the Torch Run for
The Special Olympics,” Davison notes.
To top it off, Port Perry Auto Supply earned the “Business
of the Year” award in 2016 from the Scugog Chamber of
Commerce for 15 or less employees!
More aggressive
Asked what she thinks the future holds for her business and
the aftermarket, Davison says that dealerships are becoming
more aggressive in getting their share of the aftermarket
business. She notes the industry is and has been changing.
There are less “backyarders” due to challenges with repairs to
newer vehicles.
“Challenges are finding qualified staff to work the front
counter. I will be having staff retire, and they will need to
be replaced. We need to find replacements somewhere,”
Davison adds.
As you can see from this profile, Davison has led a team
of women and men working in her store to success in the auto
parts trade, having learned it herself from a great business
teacher and mentor.
PHOTO PORT PERRY AUTO SUPPLY
10 | CarCare Business | Autosphere.ca

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SERVICE PROVIDER SPOTLIGHT Pro-Tech Tire & Auto NAPA AUTOPRO
Forward Thinking
This service provider has always looked to the future.
— HUW EVANS
In 2019, Pro-Tech Tire & Auto will
celebrate 54 years in business.
Back in 1965, Ed Jagt’s father took
out a family loan and opened a repair
shop on Yonge Street in what was then
Painswick, Ontario.
Since that time, the business has undergone
many changes. Ed Jagt didn’t originally
plan on entering the family business but, as
he grew older, saw an opportunity to grow
into it. “I started working at the gas bar and
then in the shop on Saturdays,” he says.
“Eventually, I bought my father out.”
Today, as a NAPA AUTOPRO
facility, Pro-Tech Tire & Auto
has developed a reputation
for premium quality service
and repair to hybrids as well
as conventional vehicles.
The gas bar was installed on the premises
in 1969 and remained until 2009.
Today, as a NAPA AUTOPRO facility,
Pro-Tech Tire & Auto has developed a
reputation for premium quality service
and repair to all makes and models of
hybrids as well as conventional vehicles.
Way of the future
“When hybrids were first being introduced
to the market, we could see where the
future was going,” says Jagt. “We’ve made
a lot of investment in hybrid training,
including attending classes at ACDC in
Massachusetts, and today we have a
hybrid customer base as far as 160 km
(100 miles) away.”
Even today, Pro-Tech Tire & Auto remains
very much a family business—with
Ed’s son, Kevin (a third generation automotive
technician), actively involved as
well as his daughter Nicole, who handles
accounting and bookkeeping.
The business actively encourages its
customers to work with the shop in developing
a preventive maintenance strategy
and as a result, has developed a loyal
client base.
As vehicle technology advances,
Jagt and his team continue to make investments.
“We’re always updating our
scan tools and buying electronic equipment,”
he says. The shop also ensures
its heavier service equipment, including
alignment machines and lifts, remains
current. “We just put in a new alignment
machine and added a new lift last year.
We’ll also be installing another lift this
year,” says Jagt. In total, there are four
licensed technicians on staff at Pro-Tech,
plus an apprentice.
Regular training
In order to stay current, regular technical
training is part and parcel of the shop’s
strategy. “We regularly send our techs
to Auto Aide Technical Services training
when its available, as well as training
through NAPA and other industry programs,
including hybrid specific courses
in the Greater Toronto Area when they’re
being run,” says Jagt.
In 1982, not long after the business
had added four service bays and brand
new equipment on site, NAPA came
The shop handles
all kinds of repairs and is a
recognized hybrid specialist.
Nostalgia wall celebrates the business
and the industry’s past. The front office
building dates all the way back to 1918.
Eric Bishop
undertakes a timing
chain replacement.
PHOTOS HUW EVANS
12 | CarCare Business | Autosphere.ca

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(L-R) Mark Ascot, Mike Risk, Nicole Jagt, Ed Jagt, Kevin Jagt, Eric Bishop, Marie Marlatt and Ingrid Reim.
into the picture. “They approached us,
and we became the second service repair
shop in Ontario to join the network.”
As things evolved, different franchise
opportunities came up but eventually,
Pro-Tech Tire & Auto became a NAPA
AUTOPRO facility once again.
Jagt says it has been a great partnership.
“We really like the support, and the
warranty program makes a huge impact
for us and our customers.” He also says
that name recognition is important today
and, for his customers, a recognized industry
name adds a great deal of credibility
and a level of professionalism.
Speaking of professionalism, in 2001
Jagt got together with a number of local
shop owners in the Barrie area (by that
stage the village of Painswick had largely
been absorbed into the city). The objective
was to form the Barrie Automotive
Repair Association and share ideas and
issues facing each business. “We have
about 18 or 19 shops in the association
now,” says Jagt, “and we’re still going
strong. The whole idea behind it is to talk
and look for solutions that can help all of
us and the industry.” He cites issues such
as hydro costs, rents, recruitment and employee
retention as key issues affecting all
automotive service providers.
Self-regulation
Jagt also believes that as an industry,
there needs to be a move toward
self-regulation when it comes to repairs.
“I’ve seen it happen in the gas and heating
industry,” he says. “Today you can’t go
and buy an ignitor for a furnace unless
you’re licenced.” He says he really feels
that “we need to do something in our
industry, especially considering how far
vehicles have advanced.”
He notes that parts vendors should
not be able to sell safety related automotive
parts to the person in the street
for them to do their own work, or if
people like working on classic cars, there
should at least be a requirement to
professionally inspect those parts and
the work once it is completed. “Today,
there are just too many ways that things
can get done incorrectly,” says Jagt. “It
doesn’t take much for something to fail
and cause an accident because it wasn’t
installed or used correctly.”
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April 2019 | CarCare Business | 13

COVER STORY DAYCO Canada
A New Direction
DAYCO Canada is run by Canadians and geared to the needs of
its Canadian customers. — HUW EVANS
DAYCO has long been recognized
as an industry leader of essential
engine products, drive systems
and service for cars, trucks, as well as
agricultural and industrial products.
In 2017, DAYCO introduced a new,
entrepreneurial customer-focused
strategy which has changed the way
the company structured its business.
“DAYCO’s primary mission is providing
solutions to customer problems. Leading
edge technology will create new quality
products at the right price and delivered
on time. DAYCO’s global operations will
use common sales, operating, manufacturing
plans, policies and approaches
that must always be tailored to local markets
to satisfy the needs of customers,”
stated Bruno Vallillo, President of
Global Aftermarket, DAYCO.
In terms of Canadian operations,
2017 also saw the emergence of a
separately managed organization within
the DAYCO global umbrella—one with its
own management structure, distribution,
marketing and after sales service—yet
Bob Rosen, National Sales Manager, Canada, DAYCO
one that’s able to fully leverage DAYCO’s
global resources, including R&D and
product development.
In addition, DAYCO Canada has
focused on going back to basics. “While
we’ve seen a shift in the industry where
many distributors have chosen to
scale back sales operations and even
distribution, we’re taking the opposite
approach,” says Tyler Samagalski,
Director of Aftermarket, Canada,
for DAYCO.
More people, more touch points
“We’ve hired and are continuing to
hire more sales people to bring better
attention to customer needs, plus we’re
opening a third distribution centre in
Atlantic Canada during 2019, adding to
the facilities we already have in Toronto
and Edmonton,” states Samagalski. “The
multi-distribution centre strategy will
significantly reduce customer lead times
and lower inventory needs while helping
to improve their cashflow.”
Additionally, DAYCO Canada is also
expanding its product portfolio. “We’ve
got new items, including a line of light-duty
and heavy-duty water pumps, performance
products, with much more coming.”
Bob Rosen, DAYCO’s National
Sales Manager, who works closely with
Samagalski, says that in terms of product,
the company is continuing to build on a
100-year plus innovation legacy that has
made the brand a household name and
recognized as a first-to-market company
in the industry.
Key ingredient
As part of its sales strategy, DAYCO
Canada believes that in addition to
product, taking a local market approach
with multiple touch points is a key
ingredient for success.
In lock-step with that strategy has
been a focus on expanding the national
Canadian sales force that’s able to
provide complete coast-to-coast coverage
alongside the management team of
Samagalski and Rosen.
Increasing touch points and having
dedicated sales teams in local markets,
not only represents a return to “tradition”,
it also allows the company to offer superior
service, especially in an age where there
is a trend toward scaling back operations
in local markets. “If a competitor is
reducing its salespeople on the ground
and reducing distribution points, it gives
us an advantage,” explains Rosen.
Within the last two years, the company
has seen significant growth, not only
through traditional customers but also by
entering new markets. Rosen refers to it
as “satisfying client needs with a ‘delight
the customer’ attitude.
“DAYCO has gone to a system-sell
approach adding kits that include all the
PHOTOS DAYCO, JACK KAZMIERSKI
14 | CarCare Business | Autosphere.ca

Dayco displays its new Stand Alone Automotive and Heavy-Duty Water Pumps during AAPEX 2018 in Las Vegas.
parts the technician needs to do the complete
job,” he says. “For us, that means
“We’ve hired and are
continuing to hire more
sales people to bring
better attention to
customer needs.”
Tyler Samagalski,
Director of Aftermarket,
Canada, DAYCO
providing all the components you need in
a single box.”
More opportunities
“For the technician that means they only
have to do the job once and they can do it
right.” He says that the system-sell kit strategy
not only reduces the risk of comebacks,
it also boosts end customer satisfaction
and allows the shop to offer peace of mind
through extended warranty programs as
well as promoting larger ticket repairs.
“We take a cultivating approach
when it comes to application data,” adds
Rosen. “We find applications to fit existing
inventory and once that is satisfied we
look at creating new part numbers based
on demand. Our customer satisfaction is
built on a best-case scenario of having
quality and innovative products that fit
multiple vehicle applications—cars and
trucks that can range from mass-market to
high-end luxury models.” This approach,
which looks at finding applications that
fit current part numbers, helps simplify
ordering and enables DAYCO’s
customers to work with lower inventory
requirements—bucking an industry trend
which has seen a major proliferation in
the number of SKUs, adding cost and
complexity to the supply chain.
Tyler Samagalski says that the “new
DAYCO Canada” is only just getting into
its stride. “We really started ramping
things up in 2018 and we’ve got a lot
more coming in the future.”
He notes that the goal is to continue
building upon the foundations of having
great products and great customer service—
all within a completely independent
Canadian business unit—one that can
effectively serve its customers from Victoria
to St. John’s and one that has the sales,
marketing and product support to deliver
superior results, each and every time.
April 2019 | CarCare Business | 15

UNDER THE HOOD Maintenance
Keeping Cool
Fuel economy targets mean cooling system maintenance is more critical than ever. — HUW EVANS
Current Corporate Average Fuel Economy (CAFE) standards,
enacted by the Obama Administration in the U.S. and
adopted by the Government of Canada, call for vehicles
sold in both countries to achieve a fleet-wide average fuel economy
of 4.3 L/100 km (54.5 miles per gallon U.S.) by 2025.
Considering that when the standard was enacted in 2009, the
fleet average was 8.5 L/100 km (27.5 mpg), it represents a radical
increase. In order to get there and resist paying hefty fines, automakers
have been using all kinds of solutions to reduce vehicle
weight and improve fuel economy without sacrificing performance.
Power adders, smaller engines
When it comes to powertrains, one option has been reducing engine
displacement and relying on power adders such as turbochargers to
maintain performance,
while also introducing
fuel saving tech-
nologies such as
gasoline direct
injection (GDI)
and cylinder deactivation,
as
well as other
technologies
such as active
grille shutters
designed to control
airflow and reduce
aerodynamic drag.
Smaller, faster spinning direct
injected engines that use turbocharging
work harder than larger
displacement, normally aspirated
units to achieve similar levels of
performance. They also generate a
substantial amount of heat, so keeping
them cool is a priority. Additionally,
technology such as active grille shutters can
restrict airflow at certain speeds, impacting
the cooling system.
For service technicians, ensuring that a
late-model vehicle’s cooling system is in top shape
becomes a priority. According to Bob Rosen, National
Sales Manager, Canada for DAYCO, OEM engineers have
continued to push the limits of performance when it comes
to cooling. These include the use of lighter, more efficient
components such as aluminum water pumps, pulleys and
radiators, higher temperature thermostats and advanced
anti-freeze formulations.
“Originally designed for the transfer of heat, the cooling
system has evolved into an optimal management system designed
to assist in providing better fuel economy and lower
emissions,” says Rosen.
Additional concerns
Eric Renaud, Senior Category Manager, Aftermarket for
Spectra Premium, notes that the introduction of technology such
as cooling fan controls with variable speeds also adds complexity
and with it, the potential risk of failure if there are other components
of the cooling system that are not in good condition,
including the anti-freeze, thermostat and radiator cap.
He also notes that turbocharged engines that use intercoolers
to lower the temperature of the intake charge can fail over
time from metal fatigue and also road debris, as can the auxiliary
radiators used on many late-model vehicles. So, there are more
issues to consider than what typically faced your average family
car in the past.
Bob Rosen says that in order to prevent premature system failure,
when it comes to inspection and service, technicians need to
understand
that it’s not as simple as checking
fluid at certain mileage
intervals. Instead,
the emphasis
should be on the
type of driving the
customer subjects
the vehicle to, such
as highway driving,
stop-start city
traffic, short intown
journeys
or anything in
between. Which is
why a strategy such as
an annual cooling system
inspection can be
a good way to prevent
major failures down
the road.
Smaller, forced induction engines generate
more heat and require more efficient cooling.
Routine
maintenance
“Checking acid levels
more regularly as
routine maintenance
should become paramount and a message that needs to
be conveyed to the vehicle owner,” states Rosen. “Regular checking
will prevent further components within the system (hoses, pumps,
gaskets, seals) from being exposed to premature wear and damage
as a result of contaminated fluids.”
Although OEMs in many cases have extended service
intervals, regular inspections are even more critical today,
since neglecting fluid condition can lead to more component
failure within the cooling system, such as water pump
PHOTO GENERAL MOTORS
16 | CarCare Business | Autosphere.ca

SPECIAL FILE
failures, fluid evaporation, overheating and potentially even
engine seizure.
Over the last two decades, we’ve seen anti-freeze formulations
evolve from the traditional water/ethylene glycol
formulations (that incorporate silicate and phosphate to inhibit
corrosion of aluminum and iron surfaces), to Organic Acid
Technology (OAT) products that contain ingredients such as
2-EHA, sebacate and other organic acid materials but don’t
contain the silicates and phosphates found in traditional
type anti-freeze.
There are also HOAT (Hybrid Organic Acid Technology)
anti-freeze formulations that use organic acids, but do not contain
2-EHA yet incorporate silicates and phosphates to inhibit
corrosion. The primary reason for introducing OAT and HOAT
formulations (the latter found on many European vehicles as
well as Chrysler and Ford models) was to extend service intervals,
up from two years/48,000 km to five years/240,000 km,
thereby reducing perceived maintenance requirements.
In order to prevent confusion or mixing of anti-freeze (which
could potentially lead to cooling system and engine damage),
these newer formulations were dyed different colours.
Additionally, some coolant manufacturers have introduced
new formulations including waterless products, or universal
anti-freeze formulations designed to be used with a variety
of vehicles.
Correct procedures
Nonetheless, Bob Rosen cautions that when it comes to cooling
system service and fluid flushing, the correct spec anti-freeze
for a particular model must be used and the proper procedures
performed when flushing. “What was once a simple procedure
has now turned into a complex service necessary to prevent
acidic reactions to components impacted by contaminated
fluids that develop over time due to electrolysis,” he says.
Rosen also notes that rust build-up, increased acid levels and
corrosion will impact the performance and reliability of cooling
system components.
“Complex flushing procedures are common today as most
systems are sealed, with some requiring the bleeding of air
due to systems having related components below or above
radiator levels.”
Rosen also notes that if technicians find themselves working
on cars with more complex cooling system arrangements,
such as mid-engine vehicles, bleeding air is even more critical
to prevent pockets from forming and compromising cooling
system performance.
At Spectra Premium, Eric Renaud stresses that inspecting
the condition of the radiator cap and thermostat should also
be a regular part of any cooling system inspection and maintenance
program. “Thermostats should be replaced every
three to five years,” he explains. “As deposits build up and
the coil spring weakens, the thermostat does not necessarily
operate at required specifications, which causes variable temperatures
within the cooling system that, in turn, leads to more
stress on the cooling system.”
A more efficient
water pump
for a greener
engine.
Dayco high efficiency water pumps,
reduced friction and power losses
delivering lower CO2 engine emissions.
This guarantees the highest levels of
engine performance, reliability
and long service life.
April 2019 | CarCare Business | 17
DAYCO_ADV_WaterPump_3-3_8x10inch_CANADA.indd 1 25/02/19 17:33

UNDER THE HOOD Preventive Maintenance
Fixing What Is Broken
Preventive maintenance of belts and hoses keeps cars on the road longer. — SUKANYA RAY GHOSH
Service shops shoulder the
responsibility of encouraging
their customers to keep up with
preventive maintenance of their vehicles.
Timely inspection of belts and
hoses is a good strategy for both service
providers and their customers. Most
manufacturers recommend replacing
belts and hoses approximately between
60,000 km and 100,000 km. The parts
are, unfortunately, not being replaced
often enough today. Industry studies
show that the rates of replacing them
have been constantly declining over the
last five years.
Quality factor
“The primary factor in decreasing replacement
rates is the improved quality
of the product,” says Tom Lee, Marketing
Manager, Automotive Aftermarket
Products, Continental Contitech.
The trend of decreasing rates can be
seen in all replacement product categories.
Better quality products might also be
creating a new problem.
Roydon Rump, who owns and operates
Roydon Rump & Sons, says that often,
motorists seem to be falsely confident
about the condition of their belts and
hoses. As a result, Rump and his staff make
a point of doing a complete inspection of
belts and hoses whenever a customer rolls
up to the door. Rump then recommends
the next steps accordingly. “The parts don’t
need to be replaced every three years as
they did some years back,” he reveals.
“Belts today don’t tend to crack,” explains
Rob Ingram, Owner of Eldon Ingram
NAPA AUTOPRO. “When they used to
crack, we could see an issue and replace
it right away. Now belts tend to wear out
with time, like tires. When they wear down
to the pulley, the pulley doesn’t grab it
anymore. So, it is definitely something you
have to be diligent about inspecting.”
Service provider inspections
Automotive service providers may not necessarily
inspect the condition of belts and
hoses, particularly when the service has
not been requested. At Eldon Ingram, belt
inspection is included as part of the shop’s
maintenance inspection when a vehicle
requires an oil change.
Technicians will do a visual inspection.
If they notice anything drastic, they replace
the belts. Inspecting hoses is part of
their complimentary inspection process.
Back at Contitech, Tom Lee emphasizes
the importance of inspecting these
components every time a vehicle is
serviced. A good opportunity for inspection
and replacement is at the time
of any service work surrounding or
linked to that particular part.
Belts and hoses should be inspected on a regular basis.
PHOTO HUW EVANS
18 | CarCare Business | Autosphere.ca

SPECIAL FILE
“If a radiator or thermostat needs
to be repaired or replaced, this is the
ideal opportunity to replace hoses,” he
says. “It’s a good preventive measure.
If the water pump must be replaced or
an alternator, then the accessory belt
should be replaced as well.”
“The service shop needs to
be trusted, and the owner
needs to know they are the
professionals in preventive
maintenance and repair.”
Tom Lee, Marketing Manager,
Automotive Aftermarket Products,
Continental Contitech
Building trust
The responsibility of educating customers
about the importance of this inspection
falls on service providers. Building
trust is the end goal for the shop. At
Roydon Rump & Sons, this means inspecting
belts and hoses regularly and
ensuring that the customer is aware
when the parts need to be replaced. “It is
important for both us and our customers,
because if they leave with peace of mind,
then we also have peace of mind. We
know that we’ve inspected the car properly
before sending them on their way,”
remarks Rump.
Lee reiterates the importance of
building trust. “The service shop needs
to be trusted, and the owner needs to
know that the shop staff are the professionals
in preventive maintenance
and repair.” To educate customers, he
suggests showing vehicle owners what
a failed part looks like. This helps them
understand the function of the product,
as well as the upside to replacement
as opposed to the downside of
avoiding it.
Benefits to the business
Timely inspection of belts and hoses can
help shops in planning repairs ahead
of time. “If I can inspect, inform and
educate people and show them the
value and charge for basic inspection,
I am able to make money out of that
inspection,” says Ingram.
The service shop may not need to do
the repair immediately. It can plan it for
the future, have all the parts ready and
inform customers about the impending
costs. “If we have maintenance setups
scheduled for every three, six, nine and
12 months from now, customers have
the opportunity to know what they need
to do, in what time frame and what it’s
going to cost. Having all that pre-booked
and pre-planned work will help you
manage your agenda for the day. You
become more productive and efficient,”
explains Ingram.
Keeping cars longer on the road is a
value addition to the business. “There
is nothing wrong with just doing quick
oil changes. But following through with
preventive maintenance and inspections
keeps the car on the road and brings
the customer back to our shop,” says
Roydon Rump.
Walk the walk
know-how
At NAPA Auto Parts, we don’t just say we can provide you
with more than 500,000 parts. We deliver them every day from more
than 600 locations all across the country. napacanada.com
April 2019 | CarCare Business | 19

UNDER THE HOOD Air Conditioning
SPECIAL FILE
Cool Customers
New and improved air conditioning systems still need service. — KRYSTYNA LAGOWSKI
Like vehicles themselves, the quality
of air conditioning systems has improved
by leaps and bounds.
“Air conditioning troubles start
to show after five to seven years of
ownership,” says Eli Melnick, Owner,
Start Auto Electric. “A lot of cars go
through their lifetime without ever
needing air conditioning service.”
The most likely items to fail are air
conditioners that are mounted up front
behind the bumper. “They’re vulnerable
to rocks and debris thrown up by other
cars,” states Melnick. “But you get good
cooling, good airflow. The better the airflow
on the condenser, the more efficient
the air conditioning runs.”
But the hardest working part of the
air conditioning system is the compressor.
“Manufacturers are now making them as
light as possible,” explains Melnick. “It’s
possible they can fail.”
“In two or three years,
probably all vehicles will
have the new refrigerant.”
Eli Melnick, Owner, Start Auto Electric
Accumulator replacement
When a compressor is changed, the accumulator
needs to be replaced. “Among
other functions, the accumulator has a
dessicant bag to absorb moisture from the
refrigerant,” says Melnick. “When moisture
combines with refrigerant, it can become
a corrosive substance, eating away at the
aluminum of the various components.”
Some systems may have a leak that’s
so small, it’s virtually impossible to find.
“There are various methods of leak detection,
such as nitrogen,” notes Melnick.
“We use that to pressurize the system.”
He compares it to adding air to a tire
to see where the flat is. “We inject a
fluorescent dye with the lubricating
oil in the air conditioning system, that
glows under a UV light.”
Another source of leaks can be when
engine mounts fail. “This causes the
engine to rock, which induces stress on
the hoses running from the body to the
compressor,” says Melnick.
But the new R1234yf refrigerant, in principle,
doesn’t leave the system. “It’s more
environmentally friendly,” adds Melnick.
“But it’s still a controlled substance.”
He estimates that at least half of all
vehicles on the road have the new refrigerant.
“In two or three years, it will probably
be all of them,” says Melnick. He predicts
that in two to three years it will come into
the aftermarket.
Higher price
Rob Ingram, Owner of Eldon Ingram, agrees
that it may be a while until the new R1234yf
refrigerant will be seen in the aftermarket.
He says he’s been told that it will be much
more expensive than R134. “We normally
buy a 30-lb jug of R134 for maybe $120,
but you get a 10-lb of R1234yf for maybe
$1,000,” comments Ingram.
Leaks in the A/C system can be caused by a range of issues.
Currently, government regulations
allow for two percent of the entire air conditioning
charge to leak out of the vehicle
per year. “You want to make sure that
refrigerant does not escape,” emphasizes
Ingram. “When it does escape, you may
run into a situation where it’s low, and then
there’s a lack of oil lubricating the system.”
Lubrication issue
A lack of lubrication can damage the
compressor, notes Ingram. “The compressor,
which moves the refrigerant
through the system, creates the flow in
the system,” he says. “If there’s a lack of
refrigerant, there’s also a lack of oil coming
into the compressor, which will cause
the metal in the compressor to wear.”
The compressor’s blades create
pressure, so there are chambers, and
they scrape a cylinder wall much like
a piston. “When there’s not enough
lubrication, they prematurely wear,” explains
Ingram. “In a worst-case scenario,
you actually have metal filings going
through the air conditioning system, and
then it’s catastrophic. You have to put a
new compressor on the vehicle.”
PHOTO HUW EVANS
20 | CarCare Business | Autosphere.ca

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UNDER THE HOOD Battery & Electrical Systems
A Charged Situation?
Often the battery is the culprit! — KRYSTYNA LAGOWSKI
When it comes to batteries,
size matters. That’s the opinion
of Donny Seyfer, Executive
Officer and Trainer, National Automotive
Service Task Force (NASTF). “While the
designs of batteries have gotten significantly
better, they’re pretty small,”
he says. “Car manufacturers are working
hard to keep the weight of cars
down to get better fuel mileage, and
so the batteries are also smaller.”
“Batteries are the most
overlooked part on a vehicle,
next to the cooling system.”
Donny Seyfer, Executive Officer and trainer,
NASTF
As batteries get smaller, they get
worked harder, and their recovery period
becomes shorter due to the load
they carry as soon as they come online.
“The battery is a storage device,
and people think that once the car is
running, it’s not doing anything,” notes
Seyfer. “That’s not true. It’s that spring
buffer for all the things that are happening
on the charging system, so that the
alternator doesn’t have to instantly take
these big jumps up and down.”
In fact, the SAE has now gone back
to calling the alternator a generator.
“The challenge for the generator, which is
being managed by a computer, is how to
maintain the battery without overheating
the generator,” says Seyfer. “The battery
is more critical than it used to be, so that
it can provide some cushion for the charging
system as loads come in.”
Battery sales increase
Smaller vehicles tend to have smaller capacity
batteries. “Once we started tracking
this in my shop, we were shocked at how
many batteries were actually bad, that
would have passed previous testing techniques,”
says Seyfer.
His shop has seen an increase of almost
30 percent in battery sales. “There’s
no money in selling batteries, but it’s
the right thing to do for a customer,
because we know what these generators
are costing these days,” explain Seyfer.
“They’re very expensive, and some of
them are no fun to replace.”
He has seen some batteries that were
only two years old and had to be replaced.
“But then, we’ve seen some that
were five years old but still motoring just
fine,” says Seyfer. “You just don’t know
what that battery’s been through in a
particular application.”
Whenever he sees a utility code in
a vehicle, the battery is first on his list.
“The system may be working fine, and
then we check cranking voltage, and it
drops down too far,” states Seyfer.
Hybrid vehicles can present their own set of issues, often due to neglect.
Stabilized battery
It’s also important to check a stabilized battery.
“Give it a few minutes after the engine
has been shut off,” advises Seyfer. “We see
a lot of batteries that sit there, at 12.5 or
PHOTOS HUW EVANS, TOYOTA
22 | CarCare Business | Autosphere.ca

SPECIAL FILE
If a battery is pulling 25 or 30 amps,
because of sulphation or some other
problem, that means the alternator has
to produce an extra 25 or 30 amps
on top of what it’s already doing—
and it overheats.
Lemay estimates that probably
25 percent of alternator failures are battery
related. “Typically, a battery should
get a conductivity test, and a load test,”
he says. But if it passes those two tests,
then the assumption is that the battery’s
fine. Most techs aren’t aware of the battery
charging amperage test. “It only
takes a couple of minutes.
“The more electronics they put on the
car, the harder the alternator works—not
necessarily the battery.”
12.3, and the technicians give them a pass.
But they should be at 12.65 – anything
below that is at discharge.”
In fact, batteries are the most overlooked
part on a vehicle, next to the
cooling system. “We only tend to look at
them when they’re doing something really
bad,” says Seyfer. “We could potentially
save another component. It literally takes
us 15 minutes to run all of these tests.
And when you get good at it, you‘ll do it
in five.”
Mark Lemay, President, AutoAide
Technical Services, says the biggest thing
that kills an electrical system is the battery.
“You need to test the batteries
properly,” he stresses. “Some techs will
do a basic test, but they need to do more
of the advanced testing.”
A battery can become sulphated over
time, and as a result of trying to charge
it, the alternator has to work harder to
Battery failure rates have increased significantly in the last few years.
maintain the battery. “That overheats the
alternator and burns it out,” says Lemay.
“I can almost guarantee that any car with
repeat alternator failures has probably
got a bad battery.”
Charging amperage test
Not many technicians are aware of this
issue. “They may blame the failure on
a bad alternator,” says Lemay. “They’ll
put another alternator on, it will last a
month, and then fail. They’ll check the
system, it’s not charging, they may check
the electrical current from the alternator,
and find nothing wrong.”
There are tests that can help, such as
a battery charging amperage test. “All we
do is measure through the battery negative
cable,” explains Lemay. “We use an
inductive amp meter to measure how much
amperage is going into the battery, and a
good battery will pull ten amps or less.”
Hybrid tune-ups
And for customers with hybrid vehicles,
it isn’t so much the battery or electrical
system as it may be another issue—
the gasoline engine. “People don’t
think they have to maintain that engine,”
says Craig Van Batenburg, CEO
at ACDC Hybrid EV Training Resources.
“They don’t get tune-ups when they’re
supposed to. “
As an example, he cites the Prius
Generation 2, from 2004 to 2009.
“The gasoline engine is a 1.5 litre, but
people don’t change the oil, or use a poor
grade of oil,” advises Van Batenburg. “At
220,000 kilometres, the engine will be
burning oil, consuming one quart of oil or
roughly one litre, every 1,500 kilometres.”
He recommends a hybrid performance
kit, with three bottles. “One
dissolves carbon inside the engine, the
other flushes out the oil to free up the
piston rings, which is why you’re consuming
oil. And the third treats the
oil that you’ve just put in, to keep the
piston rings from getting stuck in their
little grooves.”
Van Batenburg recommends cleaning
the brakes at 220,000 kilometres.
“Brakes don’t do a lot of work because
of regenerative braking, but they may
get rusty,” he says. “Just use sandpaper
and grease, clean everything up and put
it back in again. Otherwise, they get
rusted in place and the calipers start
to seize.”
April 2019 | CarCare Business | 23

TRENDS Parts Growth
Traditional Parts Top the List
Brakes continue to be the most in-demand parts, according to Canadian jobbers.
— SUKANYA RAY GHOSH
Rapid advances in automotive technology
have added more SKUs to
the jobbers’ inventories. Although
demand for new parts have gone up, traditional
in-demand parts still top the list.
Traditional parts in demand
“The biggest lines are still a lot of
our traditional product lines, such as
brakes and filtration. They are still going
very strong,” says Anthony Salvati,
Berco Automotive Supply.
The story stands true for several other
jobbers. Since he first opened his business
to this date, brakes have always been the
top bread-earner for Andrew Jaikaran,
owner of Penn Auto Parts.
The story is no different at Ideal
Supply in Orangeville. Branch Manager,
Allan Wood confirms that brakes and
chassis components have always been
popular over the years. “Brake and chassis
never really stop flowing through the year.
The demand kind of just goes through its
peaks and valleys but there is always demand
for the products,” he says.
“The biggest lines are still
a lot of our traditional
product lines.”
Anthony Salvati, President,
Berco Automotive Supply
Besides brakes, suspension products
move the fastest in Lunenburg Auto in
Nova Scotia, says Owner Ian Creaser.
Canadian weather and road conditions
impact parts demand considerably. “We
have high demand for suspension parts
because the roads that we drive on in our
area are not top quality. Winter causes a
lot of potholes and broken road surfaces.
This leads to suspension work.” Corrosion
from brine, sand and salt used on the
roads in Atlantic Canada damage brakes
easily, he explains.
Seasonal changes
Although the harsh Canadian winters have
an effect on parts demand, it is not significant
enough to push traditional parts into
the background according to the jobbers.
This winter there has been a lot of
demand for battery and chassis parts,
mentions Salvati. “Roads are destroyed
with snowplows. We are seeing a high influx
of electrical components such as batteries
and alternators. Chassis parts will continue
‘til spring as potholes continue to appear.”
Once the weather gets warmer, brakes
season begins in Salvati’s shop.
Creaser’s battery and alternator sales
this year have been good, too. After winter,
corrosion of parts pushes up the
demand for wheel bearings, brakes and
suspension in his shop, especially in
March and April. “When people lower
their windows in the spring, they hear the
noises in their vehicles. That’s when they
want to get their car fixed by their service
provider,” he explains.
The changes in the automotive industry
do reflect in the jobbers’ marketplace
to some extent. Demand for exhaust
Penn Auto Parts’ Andrew, Paul and Mike Jaikaran.
systems have disappeared in Creaser’s
shop in the last five years. Engine gaskets
do not make a big part of the jobber business
anymore. “Now that the engines are
built much better, replacement gaskets
and engine parts have really declined
over the years. The most engine parts
you sell are sensors and controls,” he
says. In the era of carbureted engines,
carburetors and carburetor kits were in
good demand. “With all the new sensors
coming into cars, and features such as
adaptive driving, mirrors and cameras,
that possibly will be the new area that we
will have to get into,” adds Creaser.
Emissions parts
Jaikaran’s shop has seen a significant
increase in demand for emissions parts,
such as oxygen sensors, since emissions
testing was introduced in 1999.
Brakes continue to be the number one
wear item—something that’s not likely to
change in the foreseeable future. “Unless
they come up with a completely different
way to stop the car, that is pretty much
going to be it for a long time,” notes
Salvati. There is a need to diversify in
different areas to keep up with the current
automotive marketplace, but jobbers cannot
forget traditional lines just yet.
PHOTO HUW EVANS
24 | CarCare Business | Autosphere.ca

LOGISTICS Inventory Management
Software or No Software?
Does inventory management software play a key role in the jobber’s business? — SUKANYA RAY GHOSH
With constant increases in the
number of SKUs, it is crucial
for jobbers to have the right
parts at the right time for their customers.
In this era of technological
revolution, using inventory management
software may become imperative to stay
at the top of the game.
The changing marketplace
The automotive jobber marketplace has
changed rapidly in the last two decades.
“With so many different applications
out there, we have to stock more SKUs,”
says Rob Simington, Owner of Simington
Auto. “For example, quite often there
are two to three options for brakes on
a vehicle. And 99 percent of the time a
garage owner doesn’t know what’s on it
until they have taken it off. So, we have to
send in two to three sets and wait till they
find out.”
This is where inventory management
software comes in. Bob Worts,
Vice President, Sales & Business
Development, GEM-CAR, points out the
benefits of a jobber working closely with
the software installer group. “They can
actually amp their inventory up in the
spring, take it out in the summer to a
certain extent, switch it more to a winter
type of inventory and then bring it
back up.”
Worts believes that Internet ordering
is crucial so that service shops
can see what’s in the jobber’s system.
Additionally, if the jobber is linked to a
distributor, they can see what parts are
available in the warehouse. Determining
the flow of the inventory properly helps
in rapidly reducing lost sales. “Instead of
a customer buying one part here and one
part there, they can get all parts directly
from one jobber,” he says.
Is software necessary?
According to Tom Woods, Senior
Automotive Product Marketing
Manager for Epicor Software
Corporation, it is a necessity. “The
difference it makes for an automotive
jobber is between simple survival and
a thriving business.” The traditional
technique of inventory evaluation involved
calculating the turns per year of
industry averages. With parts proliferation
becoming more prevalent in the
automotive industry, manual inventory
management does not seem like a viable
option to Woods. “We have been
able to improve turns beyond the stale
industry averages by innovative new
techniques. It could have never been
achieved by looking at what was moving
at the jobber store. We look at so many
factors, techniques and formulas to
forecast better.”
Tools such as Epicor’s PartExpert AR allow jobber staff to quickly and accurately locate the parts they need.
PHOTO EPICOR
26 | CarCare Business | Autosphere.ca

Several jobbers, like service providers,
are currently buying parts as they need
them. “The inventory management systems
have access to multiple suppliers,
keeping parts readily available. If you
don’t check the individual suppliers, then
you can lose,” says Worts.
“The difference that
inventory management
software makes for an
automotive jobber is
between simple survival
and a thriving business.”
Tom Woods,
Senior Automotive Product Marketing Manager,
Epicor
Updates and training
Depending on the changes made to it,
the inventory management software gets
updated about two to three times in a
year. Some companies schedule regular
releases, while some update them when
the need arises. The changes made reflect
the rapid changes in the industry.
Implementing user feedback is a big part
of these updates in Epicor.
Each software manufacturing company
offers specific training to jobbers on how
to use their products. “We have webinars
every quarter to help our customers stay
abreast of the latest improvements to
the software. We have user group meetings
every year where customers talk to
one another about best practices and
managing challenges.”
Worts recommends jobbers train
continuously, especially if it lets them
know the system inside out.
An alternative method
Simington manages his inventory in the
traditional way. He goes by previous sales
data. “I track everything that is ordered
in by our customers from different warehouses.
I have a look at it and if I have sold
three examples of an item in a year, I make
a note of it and search it out further—
whether I should stock it or not.” If he
sees a set of brake pads becoming popular,
Simington not only puts it in but also
adds brake rotors, calipers and all parts
related to the popular set. Additionally, he
relies on the information provided by sales
representatives from suppliers. Suppliers
also have programs that can provide
area specific information regarding
parts demand.
Another great source of information
for Simington is his top customer—a used
car lot owner. Since used car lots get a lot
of newer vehicles to work on, he is able
to see their parts failure rates. “Once I’ve
established that they are buying something
frequently from me and it is going
to be an issue down the road, I put it
in stock.”
Simington does not use inventory
management software and does not intend
to do so in the future. The time,
patience, research and common sense he
puts in to manage inventory has worked
well for his business. “In the end, you do
what works best for you,” he says.
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April 2019 | CarCare Business | 27

PARTS Suspension Components
A Lighter Reality
Part 2: More opportunities for the aftermarket? — HUW EVANS
In the previous issue we looked at the
impact of current Corporate Average
Fuel Economy (CAFE) standards on
vehicle OEMs and the need to save weight
in order to meet strict mileage targets.
For many vehicle manufacturers an
obvious area to shave weight concerns
suspension components. Gord Paton,
Engineering and R&D Manager,
Mevotech, notes that as a result, when
it comes to aftermarket service providers
and technicians examining and replacing
suspension components, traditional practices
are often no longer effective.
No longer an option
“For many years, control arms were heavy
duty components, so a technician could
pop out the ball joint and install another
one. Today, because OEMs have largely
switched to stamp steel instead of forgings
for control arms, you’re not going
to be able to perform multiple ball joint
replacements because the stamped steel
parts are not durable enough.”
As a result, he says, entire control
arm replacement is becoming the norm,
and there are reasons why it simply
makes more sense and why it’s something
that jobbers need to consider when
supplying their repair shop customers.
“For the motorist, replacing the entire
control arm will save on labour. Plus, you
know that you have brand new bushings
and a brand new ball joint along with the
new part. If a shop technician is doing an
inspection on the vehicle and sees the
bushings are worn, chances are the ball
joint is in equally bad shape.”
He notes that while the upfront cost
of the part may be more, it makes far
more sense over the longer term than
trying to just replace a ball joint. Also,
with less labour, the overall cost of the
R/O (including the part) might actually
work out cheaper (particularly considering
that ball joint replacement is one
of the more labour intensive repairs on
a vehicle).
OE-equivalent
Paton also cautions on what he sees as
parts that are labelled OE-equivalent, since
the parameters have changed. “The OEM
will have the parts designed to maintain
performance for the duration of the warranty
period,” he says. “If your customer
is looking to keep the vehicle long term,
you should present them with different
options.” He notes that Mevotech provides
a range of different options, including
heavier-duty components in the Mevotech
Supreme line that are engineered above
and beyond OE requirements.
“If a shop has repeat customers,
they trust the staff and technicians to
Mevotech Supreme control arm (left) is noticeably beefier than the OE version (right).
identify the best solution for them,” says
Paton, “but because OEMs are having
to meet these stringent fuel economy
targets through weight reduction, an
OE replacement or equivalent might not
necessarily be the best solution.
Paton also cautions
on what he sees as
parts that are labelled
OE-equivalent, since the
parameters have changed.
Rob Ingram, who owns and operates
Eldon Ingram NAPA AUTOPRO in
Stratford Ont., concurs.
Ingram says he notices the difference
between OE parts and some aftermarket
units, particularly on newer generation
vehicles such as full-size, body-on-frame
pickups and SUVs. “What we see is that
some of the aftermarket parts are larger,
heavier units compared with the
OE offering.”
While he hasn’t seen a large number
of bent or distorted control arms, he
does note that potentially, it could be a
serious problem. “This past winter, we
had a lot of ice build-up. In some areas
we’ve seen four and five-inch potholes
in the road. When you combine conditions
like that with lighter suspension
parts and the trend of people keeping
their vehicles longer, we will be running
into situations where customers will be
changing suspension components two or
three times.”
Like Paton, Ingram stresses the importance
of offering the right part for the
right situation. “If you’re going to keep the
vehicle longer, you need to go with the
stronger, beefier part. The last thing you
want is to do your customers an injustice
by offering them an economy part with
lower integrity.”
PHOTO HUW EVANS
28 | CarCare Business | Autosphere.ca

Wiper Blades BUSINESS STRATEGY
Clearer Understanding
Educating motorists on wiper blades maintenance opens up business opportunities. — SUKANYA RAY GHOSH
PHOTO BOSCH
With modern automobiles being
equipped with the fanciest safety
mechanisms, motorists often
ignore some of the most basic and vital
safety features—such as wiper blades.
“Most consumers replace their
wiper blades every two to three years,
which is typically when they fail,” says
Thu Teesdale, Product Marketing Manager
for Bosch.
Most manufacturers recommend inspecting
wiper blades every six months
for wear.
“People will drive their vehicle with
a blade that is sludging a little bit and
aligned wrong for months before they
change it. It is a relatively inexpensive
part, and replacing it gives instant gratification,”
explains Anthony Salvati from
Berco Automotive Supply.
“We should have some
sort of education package
where not just the jobbers
but also the manufacturers
talk and put more focus on
wiper blades.”
Anthony Salvatti, President,
Berco Automotive Supply
Seasonal demands
The demand for wiper blades predictably
goes up with the wet seasons. “We have
our best wiper sales when it is pouring
rain or snowing,” remarks Allan Wood,
Ideal Supply Orangeville. Spring also
sees a surge in demand for wiper blades.
According to Salvati, since the roads are
very dirty in spring, drivers tend to go
through a lot of washer fluid. Since the
blades are being used more, any issues
with them become more noticeable. It is
easier to sell replacement blades during
this time.
How can jobbers help?
Jobbers and their customers can join
forces to make driving safe through
better visibility for the end users—the
motorists. Educating motorists regarding
the advantages of replacing wiper blades
is a simple step they can take. “Jobbers
can remind customers about wiper blade
replacement during other routine vehicle
maintenance appointments and especially
before a storm, weather event or road
trip,” suggests Teesdale.
There is a downside to this approach,
according to Salvati. “The only thing
we can do is to continue to recommend
that they need to keep the maintenance
up on their wiper blades. Unfortunately,
this is viewed as a sale tactic. It is not
always true.”
What can jobbers do?
A good way to make motorists see the
big picture is to offer different types
of wiper blades. They can then make
a choice based on their own budgets.
“Taking the time to explain the differences
between the types of blades
is helpful. They all look very similar,
but their fit and functions vary,” says
Wood. He takes the time to showcase
the available options to his customers,
the service providers, and pass on the
information obtained from the sales
representatives of his supplier. Although
Wiper blades are a safety item and cheap insurance for educated consumers.
sampling the blades to end users
could help demonstrate their advantages,
it is not worth losing out on the
business opportunities.
Teesdale recommends that jobbers
and service providers educate the customers
on the current technology behind
all-season beam wiper blades. “By design,
beam blades are not affected by
snow and ice buildup. The enclosed
tension springs help keep the blade flexible
and effective in wintry conditions,”
she states.
A wiper blade begins deteriorating
from the day it is installed. Since it
is difficult to notice, motorists follow
the “don’t fix what is not broken” rule.
Would having government involvement
help? Salvati certainly believes so. “We
should have some sort of education
package where not just the jobbers
but also the manufacturers talk and
put more focus on wiper blades. Not
that I am asking the government to get
involved, but something backed by the
government will always add more weight
to it as well,” he says.
At the end of the day, it all comes
down to education (shy of outright legislation
from the government) to change
wiper blades at specific intervals. “It is
frustrating. You know they are bad. But
I can’t spend other people’s money,”
remarks Wood.
April 2019 | CarCare Business | 29

PROCESS Repair Information
Fixing it Right
Access to data is critical for today’s service technicians. — DIANE FREEMAN
Under the hood doesn’t mean the
same thing today as it did yesterday.
Customers’ vehicles are more complex
than ever and so are the repairs. The
aftermarket industry is tired of not being
able to fix customers’ vehicles, which is why
AARO has joined the National Automotive
Service Taskforce (NASTF).
There are conflicting stories out there
about whether or not we can access
the information to repair the vehicles.
Canadian Automotive Service Information
Standard (CASIS), a voluntary agreement,
was signed in Canada and most of
the issues were resolved. However, not
all of the vehicle manufacturers cooperated
with the agreement, and some
issues remained.
A different situation
Our counterpart in the U.S., the National
Automotive Service Task Force (NASTF),
has a different relationship with the
OEMs and works together with them
to find solutions. Having spent some
time in the U.S. and talking with shop
owners, we found that the manufacturers
in the U.S. want the aftermarket fixing
their vehicles.
It’s important for OEMs and
government to understand
the role we play.
The logic behind it is that if customers
are not able to get their vehicle
fixed at their choice of repair location,
why would they buy that vehicle in the
first place?
Consumers today are doing their
homework. They invest their time in researching
prior to buying, and reviews are
part of that process. If reviews from other
owners are not favourable they take that
into consideration.
New opportunities
For these reasons, AARO is working with
NASTF. What does that mean for us in
Canada? It means that we have new avenues
to help, should shops run into problems accessing
OEM repair information.
We have a Right to Repair 2020
Toll free number 1-833-787-4020 or
1-833-R2R-4020, which is dedicated to
helping shops and technicians regarding
access to information. There is also a
Service Information Request 2020 form
available through aaro.ca. These SIRs
are now being tracked so that NASTF
now knows which ones are coming
from Canada.
As has been discussed previously,
there is also the AARO Right to Repair
2020 Taskforce that will be reviewing all
the SIRs before they are sent to NASTF.
In some cases, it may be a matter of
not accessing the information because
you are not sure where to find it. The
taskforce is made up of all highly trained
Automotive Technicians who are working
on the newer vehicles every day.
Security information
Because vehicles are becoming increasingly
complex, many shops and technicians
also need access to security information,
Distracted driving is becoming an increasing problem.
such as key codes, PIN numbers, immobilizer
reset information, and similar types
of information. The NASTF VSP Registry
program allows access to security-related
information while protecting the safety and
security of consumers and the integrity of
automobile security systems. Further
details are available by calling the NASTF
VSP Support Center at 855-636-2783 or
support@nastfsecurityregistry.org.
AARO’s role is to continue supporting
and providing a voice for independent
service repair specialists when it comes to
industry and government. We will be holding
our Annual General Meeting in the fall,
and AARO’s Symposium and Trade Show
will be held on January 18, 2020.
We will continue to bring NASTF
updates as well as the latest in OE repair
training and information. The aftermarket
continues to be a major part of
the automotive industry, and it’s important
for both OEMs and government to
understand the role that we play, both
now and in the future.
DIANE FREEMAN
Diane Freeman is the Executive Director of the
Automotive Aftermarket Retailers of Ontario
(AARO). You can reach her at:
diane.freeman@aaro.ca.
30 | CarCare Business | Autosphere.ca

Website Updates DIGITAL MARKETING
Fresh Features
Five effective and simple ways to enhance your website. — HEATHER MACDONALD
It’s no secret that a key ingredient in SEO
is updated content. Google has staked
its name and reputation on feeding users
the most current and relevant information
(notice I didn’t say the “most true” or “most
factual”) and so they require websites to
be updated regularly (approximately every
three weeks) or face the consequences.
So does this mean you need a blog?
Blogs are a fantastic way to increase SEO
and get in touch with customers, but
they’re not the only way to stay on Google’s
good side. Here are five non-blog ideas to
keep your site current, fresh, and exciting:
Give it a simple facelift
So much of the impact of your website
comes from the hero shot—the image
people see when they open up your site.
Happy with your initial look? Now take a
look at your team shots—are they dated?
Are there new team members? People
who’ve moved on? Is your bio picture from
10 years and 30 lbs ago?
Updating your team pictures (or simply
adding them to your About page) is
a super quick and easy way to not only
obey the alight Google algorithm, but also
make a better connection with the people
who pay the bills—clients and customers
who want a connection with you.
Add a book online and email opt-in (or
revamp where and how they are integrated)
To turn new clients into returning clients
and returning clients into cheerleaders, you
want to keep them connected. The easiest
way to do that is to make their lives more
convenient (book online) and give them
reminders, information and info on promotions
(email opt-in). Do you have them and
they’re not converting? Talk to your designer
and see where else they can go—they
cannot be too much in your face… even the
dreaded pop-up box has its place!
Change taglines, headlines,
and conclusions
Instead of changing out all of your content
(ain’t nobody got time for that), freshen up
your headlines, taglines, and consulting
paragraphs—you can change the whole
tone of your website pages simply by updating
the biggest and boldest areas, while
leaving the meat of the content alone.
Add or update testimonials
throughout your site
Even if you have a strong set of testimonials
already on your site, you can always add new
ones! Adding testimonials to actual content
pages is key: pages titled “Testimonials” are
where great reviews go to die. When was the
last time you heard awesome feedback from
customers? Last week? Ask if they can write
a little something. Or you can always reuse
your Google and Facebook recommendations
and reviews!
Add social proof
Do you do work for hundreds of customers? Do
you do fleet work for many national or international
companies? Do you have a 500 Club
(vehicles you service ongoing that have surpassed
500,000 kms)? Let your audience
know the numbers behind your success! Have
you received awards or recognition? Keep celebrating
long after the fanfare has died down.
Work your wins into your front-page content,
your about page content, even your contact
page content. The more you prove that others
like, trust, and choose you, the easier it is for
new clients to jump on board.
Everything you can do to add a bit more
interest to returning clients and keep Google
attracting new clients will help. Your website
is your calling card to the world—make sure
it’s sending a message you’re proud of!
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April 2019 | CarCare 3/8/19 Business 1:53 | PM 31

MANAGEMENT A Turn-About Is Needed
Dealerships Are Winning
OEM franchise networks are winning the battle for our market share! — JIM VOIGT
It was only 10 years ago that we—independent
repair shop owners—were
congratulating ourselves for keeping
a steady hold on our lead for the market
share of all vehicle spending versus the
dealership network. In 2008, the independent
shops had 56% of the market.
The dealership network took notice and
decided to find out why this was and what
they had to do to reverse the trend.
In 2018, due in part to their diligence,
dealerships now have 53% of the market.
This is a significant fact. Now it is time for
the independent sector to take notice and
learn what must be done to reverse this
change in customers’ expectations and
their purchasing decisions and take back
more market share.
Took notice
Dealerships took notice of how the independent
shops treated their clients and
ticked the boxes needed to make their
clients feel like a valued person and not
just a number. In the past, dealerships were
thought to be expensive, inconvenient, and
somewhat unfriendly or arrogant.
“Dealerships took notice of
how the independent shops
treated their clients and
ticked the boxes needed to
make their clients feel like a
valued person.”
Jim Voigt, Owner, Columbia Auto Service
Times have changed. Lexus Dealerships
have won the J.D. Power overall customer
satisfaction for three consecutive years. If
you want to know why this is, just visit your
local Lexus Dealer. The service reception
area is bright, clean and welcoming. Clients
have a chair at a clean and well-organized
desk to speak to the service advisor. Coffee
and other hot drinks are offered, before
the discussion of what services they may
perform for you. It is a very warm and
welcoming environment.
Many changes
Dealerships have learned many lessons
and have made many changes to their
operations. Dealerships are now opening
on weekends and staying open later during
weekdays.
They are advertising “package pricing”
for services and seasonal specials.
Dealerships learned through their own
research that they were losing clients
to the independents when the vehicles
needed their first new set of tires. Since
dealerships were not selling tires at a
competitive price, they were losing out on
a chance to retain a lot of clients.
Fast forward to the last few years.
You now see that dealerships learned
from this issue and now are selling tires
at a competitive price. As a result of this
change, they now have seen a big increase
in the four-to-eight-year-old vehicle repair
market share.
A recent survey of the clients of NAPA
AUTOPRO shops has shown that aftermarket
shops are scoring poorly for
Dealers have made big inroads into territory once dominated by the aftermarket.
categories such as: ease of parking, facility
cleanliness, comfort of the waiting area, and
amenities offered (coffee, Wi-Fi, shuttle service,
current newspapers and magazines).
First impressions
Take a good look at your facility. Ask a
friend to walk into your reception area
and give you their opinion of their first
impressions. If your shop does not offer
shuttle service, loaner cars, free and fresh
coffee or cold drinks, Wi-Fi, clean and
comfortable seating and current reading
materials, then take steps to correct these
shortcomings. If you can’t or won’t, then
start planning for how you are going to
plan for the loss of more of your market
share to the dealerships.
Part of my plan in writing these articles
is that readers can send their comments
and questions that could lead to writing
about other subjects. If you have any
questions or comments, please contact
me at advicebyjim@gmail.com.
JIM VOIGT
Jim Voigt owns and operates Columbia Auto
Service in Waterloo, Ont. A Voigt family
business with over 60 years of award-winning
customer service. You can reach him at
advicebyjim@gmail.com.
PHOTO MOPAR
32 | CarCare Business | Autosphere.ca

NEW PRODUCTS WIX Filters
ADVERTORIAL
Three Ways to Ensure Better Customer
Car Maintenance
Your customer’s owner’s manual typically has two maintenance schedules: normal and severe.
Most drivers might be surprised to know that over 80 percent of all driving is considered
“severe” or “harsh.”
If your customers drive near construction
sites, farmland, dirt, gravel
or pavement that has been treated
against winter storms, they are being
exposed to the kind of dirt and dust
that can affect the performance of a
vehicle’s engine. Knowing how your customers
drive will help you ensure better
maintenance of their vehicle and make
sure it operates at its full potential.
Know the type of driver
Normal Drivers
• Driving is nonstrenuous in simple daily
travel, devoid of stop-and-go traffic,
short trips, hauling or high heat
• Use conventional motor oil
• Typically use a standard filter
• When combined with traditional oil
change intervals, filter replacement
should typically occur every 5,000 to
8,000 kms (3,000 to 5,000 miles).
Severe Drivers
• Driving occurs near construction
sites, farmland, dirt, gravel or pavement
that has been treated against
winter storms. Drives include
stop-and-go traffic and commute in
the city or heavy traffic with dirty and
dusty conditions.
• Use conventional, synthetic or
synthetic-blended motor oils
• Typically use a premium oil filter
• Filter replacement should typically occur
at OE manufacturer oil intervals, typically
6,000 to 16,000 kms (3,750 to
10,000 miles), not to exceed 12 months.
Extreme Drivers
• Use their vehicles to tow trailers, boats
or heavy equipment and drive in extreme
temperature conditions
• Use synthetic motor oil
• Typically use a high-premium oil filter
• Filter replacement should typically
occur at OE manufacturer oil intervals
with synthetic oil, typically 6,000 to
16,000 kms (3,750 to 10,000 miles),
not to exceed 12 months.
Recommend proper
service schedules
Most OEs recommend filter service based
on normal or ideal conditions, suggesting
more frequent changes as contaminant
levels increase. Even in the cleanest
of conditions, OEs may recommend a
not-to-exceed time to assure the seal and
other materials have not unduly aged.
Coinciding technician with vehicle recommendations
will always be beneficial.
Choose the correct filter
There are various oil filters that should
be recommended depending on the
vehicle and its usage. Options abound
with either WIX Filters’ Premium or XP
high-premium oil filters. Premium filters
feature quality glass enhanced cellulose
media, a spiral steel centre tube, a silicone
rubber anti-drain back valve and
metal base plate and end caps for durability
under pressure. The XP oil filter
features wire-backed full-synthetic media
and is made for today’s longer service
intervals. The XP oil filters are ideal for
heavy loads, city driving and extreme
driving conditions, and XP is designed for
full-synthetic oils.
No matter how and where they
drive, have your customers check their
owner’s manual maintenance recommendations.
For more information, visit
how-you-drive.com, and use the Filter
Look-Up to find the correct WIX filter for
any vehicle.
No matter how and where they drive, have your customers check their owner’s manual maintenance recommendations.
PHOTO WIX
34 | CarCare Business | Autosphere.ca

46 years
of making a
difference
Your continued support
(More than $5 million in donations)
has had a profound impact on Muscular
Dystrophy Canada. In honour of our efforts,
and yours, Muscular Dystrophy Canada
has created the Annual Fred Shaddick
Community Service Award recognizing
outstanding contribution to the community.
Since 1954, Muscular Dystrophy Canada has been committed to improving the quality of life,
mainly through donations, for the tens of thousands of Canadians with neuromuscular disorders
and taking the lead in research for the discovery of therapies and cures. Shad’s R&R has continually
supported these efforts since 1973 by donating over $5 million dollars to Muscular Dystrophy
Canada. Now entering our 46 th year of support, the automotive aftermarket continues to fulfill
founder Fred Shaddick’s original mission of FOR THE KIDS.
Mark your calendars for the 46 th Annual Shad’s R&R Golf Tournament
on Thursday, June 13, with all proceeds to Muscular Dystrophy Canada.
If you would like to become a sponsor or make a donation to SHAD’s R&R For the Kids,
please contact one of our board members directly.
Shad’s Board of Directors
START TIME 10:00am SHARP!!
Station Creek Golf & Country Club - Stouffville, Ontario
Chairman Brad Shaddick brad.shaddick@fmmotorparts.com
• Luc Champagne luc.champagne@autosphere.ca
• Mike Fazackerley mike.fazackerley@matthewscott.com
• Steve Gushie steve.gushie@carquest.com
• Bill Hay bhay@uni-select.com
• Shaun Keogh
• Dave Fifield
• Scott Stone
• Cameron Young
skeogh@eastpenncanada.com
dfifield@wakefieldcanada.ca
s.stone@bestbuydistributors.ca
cameron.young@ca.bosch.com
This ad space generously donated by the media partners.

TECHNOLOGY Service Plans
Planting Seeds
A maintenance plan can make all the difference. — ROB INGRAM
It’s very easy for many of us to say we
don’t have time to do something. We’re
too busy running the shop, we have
too many R/Os we need to get through,
we’re two technicians short, and the list
goes on.
Yet, when you get through that list
of vehicles, it’s February and the shop
is quiet, you’re often sitting there waiting
for the phone to ring. And have
you asked yourself why? It could be for
a number of reasons, but one of the
most important ones might be because
you don’t have your customers on a
maintenance plan.
No brainer
Let’s take an example. You have a customer
that has a vehicle equipped with
gasoline direct injection. Over time, the
valves build up with carbon deposits,
which can cause serious drivability issues.
To take the engine apart and clean them
takes several hours, and your customer
will likely end up with a repair bill for $600
or more. Alternatively, you can explain to
the customer that every 40,000 km you
can run an additive through the engine
and prevent carbon build-up at a cost
of $158. When you have a service advisor
and/or a technician that is able to
explain that, it becomes a no brainer
for the customer.
At the end of the day, your
staff need to have the right
tools to do their job properly,
whether it’s a wrench or
impact gun or strategies for
talking to your customers.
When you have a maintenance plan
for your customers, no matter the time
of year (even during traditionally slow
periods) it can make a difference, such
as being $20,000 ahead this February
versus the previous year.
Executing a maintenance plan successfully
requires input from the whole
team, from the owner/store manager
down to the front-line counter staff and
the technicians.
Level of comprehension
Every customer who comes into the shop is
different. Some might have fairly extensive
automotive knowledge while others might
have none at all. It can be very intimidating
for some customers to take their car into a
repair shop if they don’t know much about
vehicles. If your counter staff are able to
explain to them at a level they can comprehend,
it can make all the difference. A
good example is changing a cabin filter. You
could say, “I need to remove the accelerator
and pull out the cabin filter and it will take
an hour to do the work.” But doing so could
still leave the customer wondering why it
needs to be done. If, alternatively, you were
to say that “your cabin air filter performs
a similar function to the furnace filter in
your house and needs to be changed every
40,000 km so it works to keep dirt and
other foreign objects from entering your
car,” it can completely change the situation.
Maintenance plans can represent a win-win for everyone.
At the end of the day, your staff need
to have the right tools to do their job
properly, whether it’s a wrench or impact
gun or strategies for talking to
your customers. If there is some sort of
procedure you have in place and your
staff are able to articulate that vision
at the front counter, you can plant the
seed within your customers and show
them what their vehicles need and why.
Better efficiency
You can then provide a plan for when they
need to schedule maintenance, how much
it will cost and why. The result allows the
customer to budget for the repairs, and
it allows your technicians to work more
efficiently because they know ahead of
time exactly what the vehicle needs and
when to expect it in the bay. There’s less
pressure on them and less pressure on
the customer. It’s a major reason why we
perform inspections every time a vehicle
enters our facility.
ROB INGRAM
Rob Ingram is the owner/operator of Eldon
Ingram Ltd. NAPA Auto Pro in Stratford, Ont.
You can reach him at autoingram@gmail.com.
36 | CarCare Business | Autosphere.ca

Power Steering Systems FROM THE BAY
Turning Strategy
Prior to the early 1950s, power steering wasn’t offered on most passenger vehicles. — BRAD YORK
It all changed when Chrysler introduced
power steering on the 1951 Imperial
as a regular option.
If you’ve never driven an older vehicle,
it can be hard to understand the benefits
that power steering offers, such as ease of
turning. And although we’ve seen an increase
in electric power steering systems
in the last decade, many of the vehicles
coming into your shop still use hydraulic
fluid to operate the power steering. When
it fails, it can be a big problem.
Heavy use
When technicians hear a whining or
screeching every time the wheel is turned,
chances are there’s a problem with the
system. Like suspension parts, a vehicle’s
steering system puts up with a lot of
abuse over time—keep in mind how often
it turns while driving—as well as heat,
not to mention punishment from vibration
and shocks transmitted up from the
road surface.
When you look at the major components
of power steering systems—the
power steering pump, the steering rack
and also pinion shaft can be expensive to
replace if worn or damaged. These repairs
can often be avoided (and wear much
reduced), as long as simple and regular
checks are performed as part of a preventive
maintenance strategy.
Examining the power steering system
in more detail, we can see that it is a
closed system but the fluid that lubricates
it can become contaminated. This
happens either through leaks that allow
air and dirt into the system, or deterioration
of the moving parts, including metal
shavings, as well as rubber particles from
the hose and pump. As the fluid becomes
more contaminated, it causes greater
heat and friction between the moving
parts of the system and will eventually
lead to component failure.
Colour, consistency
Like most fluids in modern vehicles, power
steering systems have a fluid reservoir
that is often clear enough to check the
level of the fluid. Unscrewing the cap can
also allow the technician to check the
colour and consistency of the fluid, to
determine whether it needs to be flushed
or not.
The best part about a power steering
fluid flush is that it is perhaps one of
the most straightforward jobs for technicians
to perform and one of the least
costly for motorists. Yet it is frequently
overlooked by both shops and their end
customers. As a result, the repercussions
can be severe, with power steering component
failure resulting in a hefty bill for
your customers.
For repair shops and technicians, a
good strategy is to educate customers on
the benefits of preventive maintenance
and create a regular vehicle inspection
as part of every oil change, including the
inspection of the power steering system.
The best part about a power
steering fluid flush is that it
is perhaps one of the most
straightforward jobs for
technicians to perform.
Long-term benefits
Besides costing much less for the motorist
overall, it can help the shop gain long
term business by creating a level of transparency
and trust.
Having good advice, knowledge and
sound business practices is a win-win for
both parties. Imagine the alternative—a
small leak in the power steering system
causes the pump to fail, resulting in a repair
bill of $500 or more. The small leak
could have easily been detected but was
ignored because a multi-point inspection
wasn’t included as part of the oil change,
or the motorist wasn’t informed about
the importance of changing the power
steering fluid.
Both shop staff and customers should
never be afraid to ask questions, especially
when it comes to fluids. Doing so is far
more cost effective than having to deal with
expensive, labour intensive repairs.
PHOTO HUW EVANS
If left unchecked, power steering systems can lead to costly repairs.
BRAD YORK
Brad York is a licenced automotive technician
and owner of Three Sons Auto in St. Albert,
Alta. You can reach him at
3sonsautocentre@gmail.com.
April 2019 | CarCare Business | 37

IN MY OPINION Recruitment
Turning Cons Into Pros
If you’re having trouble recruiting fresh talent perhaps it’s time to call local law enforcement.
— DAVE REDINGER
I
recently read a fascinating article in an
American automotive magazine that
really intrigued me. So fascinating, in
fact, that I feel compelled to share it
with you.
The article was published in Fixed Ops,
an American publication that focuses on
the automotive repair industry. The article
described the major challenge American
mechanics are facing—since they’re underpaid,
in comparison to tech professionals
in other industries. The good ones are
being poached by these other industries,
thereby leaving independent garages and
dealerships short-handed.
Unfavourable conditions
Mechanics don’t like the long hours they
have to work. Nor do they like the large
personal investment they have to make
in tools and electronics, coupled with the
penny-pinching when it comes to labour
times, on the side of the dealers and
garage owners.
Can we really blame them for leaving
our industry when poachers come
calling, offering better work conditions,
better pay, and a more reasonable upfront
investment in tools? Little wonder
they’re leaving.
If all this sounds familiar, that’s because
a lot of these same conditions hold
true here in Canada. Just as our American
counterparts are suffering from a lack of
trained and qualified personnel, so are we.
And this shortage is further exacerbated
by the fact that baby boomers are retiring,
leaving positions that are difficult to fill
with the existing younger talent.
A possible solution
To deal with this growing problem, some
out-of-the-box thinkers have come up with
solutions that may be well outside your
comfort zone, but are worth considering.
The Priority Auto Group, based out of
Chesapeake, Va., for example, has come
up with a very unique program. Working
with local law enforcement, the dealership
has instituted a retraining program for
non-violent convicts. Of the 100 inmates
who applied for this opportunity, 16 were
selected for the first class.
The dealer group has invested
$1.6 million in buildings, equipment, tuition
and training programs. An instructor
teaches two days a week, and inmates
then shadow working techs in the dealership
for the remainder of the week. They
are paid for the work they perform.
Dennis Eilmer, CEO of Priority Auto
Group, worked with local law enforcement—the
Norfolk County Sheriff’s
Office—and the local community college
to come up with this program. In effect,
Eilmer has created a pipeline of talent
that will supply his Group with qualified
technicians for years to come.
Could it work here?
What a great idea! Keeping in mind that
graduates are guaranteed a position on
Pay and work hours are major issues facing our industry.
completion of the course, I wonder if
this concept would work here in Canada.
Offering inmates stability when they are
released must be one of the answers to
the question, “How do we keep them from
reoffending?” From that perspective, it
does appear to make sense.
At this point, you may be wondering,
“How did the first batch of inmates do?”
Well, of the original 16 inmates, 14 are
still in the program, one dropped out and
one was removed. In my book, that’s a
pretty good success rate.
With so few real solutions to the
labour shortage problem, this could
be something worth considering. In
fact, this could turn out to be “a life
changing opportunity.”
DAVE REDINGER
Dave Redinger is a retired mechanic with
over 45 years of experience. He now works
as a consultant and legal advisor on
mechanical matters. You can reach him at
davescornergarage.com.
PHOTO STEVE PAWLETT
38 | CarCare Business | Autosphere.ca

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