You're Saving. - ACDelco TechConnect
You're Saving. - ACDelco TechConnect
You're Saving. - ACDelco TechConnect
Create successful ePaper yourself
Turn your PDF publications into a flip-book with our unique Google optimized e-Paper software.
You’re Covered.<br />
When you install a GM OE-quality engine, automatic transmission,<br />
or transfer case, it comes with a 3-year/100,000-mile limited<br />
warranty,* covering both the part and your labor. With our warranty,<br />
same- or next-day delivery from Powertrain Wholesale Program<br />
dealers, and OE quality, you have the coverage to complete your<br />
repairs with confidence. For all your powertrain<br />
needs, call 1.866.OE.PARTS<br />
for a dealer location and<br />
technical assistance.<br />
You’re <strong>Saving</strong>.<br />
The right parts and the right fit come together to save<br />
you time. So if your time is money, make it a genuine GM<br />
OE-quality part. Call 1.866.OE.PARTS today.<br />
* Whichever comes first. Warranty applies to engines, transmissions, and transfer cases installed in passenger car and light-duty truck<br />
series 10-30. This warranty does not apply to any unit installed under the General Motors New-Vehicle Limited Warranty and covers<br />
only those parts that are marketed by GM as Goodwrench or GM Parts. Transfer cases purchased prior to 1/1/09 have a 2-year/24,000mile<br />
limited warranty. ©2009 GM Corp. All rights reserved.<br />
Knowledge<br />
is Power<br />
Nadine Grobmeier builds<br />
customer loyalty through<br />
empowerment<br />
The Long Haul<br />
Servicing customers who keep their cars longer<br />
Online Enlightenment<br />
eForum highlights Web-based opportunities<br />
PLUS:<br />
Inside the action of collector car auctions<br />
WINTER SUMMER 2009 VOLUME 2527<br />
AD-PU-0003-09
n FIXING CARS &<br />
TAKING CARE OF<br />
PEOPLE<br />
“ Knowledge is Power” Clinic and other community outreach<br />
programs help Airpark Auto Service soar above the<br />
competition.<br />
Page 20<br />
cONTENTs<br />
INTUNE ADVISORY BOARD<br />
<strong>ACDelco</strong> Marketing Director Nancy McLean <strong>ACDelco</strong> Advertising Manager Chris Brandt Advertising Specialist Debra LaLonde<br />
PUBLIShINg STAff<br />
Publishers Pam Riehl & Bree Erin Brownlee Senior Editor Barry Kluczyk Art Director Elizabeth Raab Copywriter Cynthia Curry<br />
Contributors Amy Lenard & Eric Lingaur Copy Editors Jennifer Lang & Karen Mauck Print Production Laura Bronczyk<br />
Studio Production Paul Kangas & Jeff Zimmerman, Mundocom Detroit<br />
CONTACT US intune@leoburnett.com<br />
NEW AND<br />
IMPROVED<br />
Revisions to product lines<br />
and the addition of new parts<br />
offer great product improve-<br />
ments from <strong>ACDelco</strong>.<br />
Page 08<br />
A HEAD START<br />
ON THE FUTURE<br />
<strong>ACDelco</strong>’s relationship<br />
with gM enables a unique<br />
opportunity for technicians<br />
to look under the hoods of<br />
fuel-cell vehicles.<br />
Page 18<br />
UNDER THE<br />
HAMMER<br />
Inside the world of collector<br />
car auctions.<br />
Page 28<br />
COMPONENTS<br />
04 NUTS & BOLTS<br />
08 ThE gOODS<br />
10 BREAK ROOM<br />
14 ShOP TALK<br />
18 SERVICE BAY<br />
24 STREET CRED<br />
26 SMART MOVES<br />
30 REAR VIEW<br />
Intune is published for <strong>ACDelco</strong>, General Motors Corp., by Leo Burnett, 3310 W. Big Beaver Rd., Troy, Mich. 48084. General Motors is an equal-opportunity employer. Manuscripts and photographs<br />
are submitted at the sender’s risk. Submission of letters and photos implies the right to edit and publish. ©2009 by Leo Burnett. All rights reserved.<br />
Cover image copyright Gorilla. Used under license from Shutterstock.com.
NUTs & bOLTs<br />
04<br />
Side Blind Zone<br />
Alert System<br />
Introduced in 2008 on<br />
a couple of Cadillac and<br />
Buick models, gM’s driver<br />
aid known as the Side<br />
Blind Zone Alert* system is<br />
spreading to more vehicles<br />
—including the redesigned<br />
2010 Buick LaCrosse sedan.<br />
Side Blind Zone Alert uses<br />
radar sensors on both sides<br />
of the vehicle (mounted behind<br />
the rear fascia) to scan a<br />
150-degree field of view within<br />
a 3.5-meter range. Alternating<br />
radar beams sweep the<br />
NUTS & BOLTS<br />
TECH<br />
FOCUS:<br />
adjacent traffic lanes to “look”<br />
for other cars. Vehicles entering<br />
one of seven zones identified by<br />
the system will illuminate an LED<br />
symbol visible to the driver, such<br />
as on the outside rearview mirror.<br />
The system is designed to ignore<br />
stationary objects such as fire<br />
hydrants or parked cars.<br />
Some vehicles complement the<br />
Side Blind Zone Alert system with<br />
Lane Departure Warning. It’s a<br />
camera-based lane detection<br />
system that warns drivers of<br />
inadvertent lane changes. With<br />
it, a camera identifies traffic lane<br />
markings and provides audible<br />
alerts if the driver appears to stray<br />
out of the lane.<br />
*Before making a lane change, always<br />
check the Side Blind Zone Alert display,<br />
check the side and inside mirrors, look over<br />
your shoulder for vehicles and hazards and<br />
start the turn signal.<br />
05<br />
acdelco.com 800.<strong>ACDelco</strong>
NUTs & bOLTs<br />
<strong>ACDelco</strong>’s TSS levels match<br />
greater monthly purchases with<br />
increased benefits for<br />
If you’re already an <strong>ACDelco</strong> TSS member, we don’t have to tell you about the advantages that come with your affiliation<br />
NUTS & BOLTS<br />
—everything from exciting marketing programs, signage, uniforms and even discounts on new gM vehicles, to unmatched<br />
technician training and professional seminars. It’s a program that helps grow your automotive business and stay on the<br />
leading edge of the industry’s evolving technology.<br />
But even longtime TSS affiliates may not be aware of the recent revisions to the benefits offered within the Red, White<br />
and Blue levels of membership. The levels are based on average monthly purchases of <strong>ACDelco</strong> parts and acknowledge<br />
greater purchasing power with more benefits. here’s an overview:<br />
Tss red level –benefits include:<br />
• Access to training seminars and Web courses (instructor-led training can be purchased, too)<br />
• Marketplace discounts for a variety of business-related enterprises, such as tools, uniforms, diagnostic equipment<br />
and more<br />
• Consumer Assurance Program<br />
• Customer Satisfaction Index (CSI) program<br />
• Automotive Service Educational Program (ASEP)<br />
Tss white level –The benefits build on all of the red level with the following additions:<br />
• <strong>ACDelco</strong> instructor-led training courses, business seminars and tech assists<br />
• acdelco.com locator<br />
• Eligibility for <strong>ACDelco</strong> image materials and signage<br />
• Eligibility to apply for the College Scholarship Program<br />
• GE Fleet and Universal Warranty Preferred Vendor list<br />
• Eligibility for technician contests<br />
Tss blue level –building on the benefits of the red and white levels, the blue level also includes:<br />
• acdelco.com locator preferred position<br />
• <strong>ACDelco</strong> instructor-led training with preferred seating and Web-based simulations<br />
• Additional marketing support provided when applicable<br />
Independent shops not currently part of the <strong>ACDelco</strong> TSS program can join if they meet the following requirements:<br />
• Sponsorship from a local <strong>ACDelco</strong> Dedicated Distribution Group (DDG) member<br />
• Achieving minimum monthly reported purchases of <strong>ACDelco</strong> products<br />
• Employment of trained technicians in all areas of work and at least one ASE-certified technician<br />
• Prominent display of current <strong>ACDelco</strong> signage<br />
Learn more about joining by calling 800.825.5886 or logging on to acdelcotechconnect.com.<br />
06 07
ThE gOOds<br />
08<br />
NEW AND IMPROVED<br />
Updates to product lines and the addition of new parts offer great product<br />
improvements from <strong>ACDelco</strong><br />
<strong>ACDelco</strong> is continually updating, adding and replacing components in its extensive range of parts, ensuring<br />
customers of a broader range of choices and more parts to fit their vehicles. Recent changes and additions to the<br />
product lines include revised clutch hydraulics, improved fuel injectors, improved air conditioning compressors and<br />
an expanded lineup of belts and hoses.<br />
PRODUCT LINE 15<br />
New, improved air conditioning<br />
compressors bring cool relief<br />
<strong>ACDelco</strong> recently added 19 brand-new (not remanufactured)<br />
aftermarket h6 air conditioning compressors.<br />
They feature a 10-cylinder design that is an improvement<br />
over the previous six-cylinder design. The design also<br />
includes Teflon ® -coated aluminum pistons and dowel pins.<br />
<strong>ACDelco</strong> continues to offer the original-style six-cylinder<br />
h6 compressors in addition to the new, improved<br />
aftermarket compressors, for a greater range of<br />
choices to offer customers. for more information on<br />
the new compressors, see Bulletin 09D-026 or see<br />
your <strong>ACDelco</strong> representative.<br />
By the way: To protect customers’ air conditioning<br />
systems, it’s important to know the purity quality<br />
requirement for the refrigerant. for R134a, 40 pounds<br />
per minute (ppm) is the maximum impurity level<br />
established by the Air Conditioning and Refrigerant<br />
Institute (ARI) and the Society of Automotive Engineers<br />
(SAE). <strong>ACDelco</strong>’s R134a refrigerant meets SAE J2776<br />
purity standards.<br />
PRODUCT LINE 21<br />
Updated CMFI brings product<br />
enhancements, cost advantage<br />
<strong>ACDelco</strong> recently introduced a revised remanufactured<br />
Central Multi-port fuel Injector (CMfI), part number<br />
217-3395, for the popular 1992-95 4.3-liter V-6 found in<br />
a variety of compact trucks, SUVs and vans.<br />
The updated, high-quality CMfI can be used in place<br />
of the OE injector. It features:<br />
• A new base regulator with double diaphragm to<br />
provide enhanced sealing<br />
• New poppet valve retaining clips<br />
• New O-rings in all locations<br />
• A resized O-ring at interface to protect against leaks<br />
• New nylon fuel lines<br />
• OE-style replacement materials for all seals,<br />
O-rings, hoses and clips<br />
Applications for the injector include 4.3-liter-equipped<br />
models of the following 1992-1995 vehicles:<br />
• Chevrolet Astro and GMC Safari<br />
• Chevrolet Blazer, GMC Jimmy and Oldsmobile<br />
Bravada<br />
• Chevrolet S-10 and GMC S-15/Sonoma<br />
PRODUCT LINE 35<br />
More belts and hoses– <strong>ACDelco</strong><br />
all-makes coverage expands<br />
<strong>ACDelco</strong> has added 185 all-makes parts to the belts<br />
and hoses product line. They include a variety of ribbed<br />
V-belts, idler and de-coupler pulleys, belt tensioners,<br />
timing component kits and molded hoses.<br />
Also, <strong>ACDelco</strong> now offers a kit for 1993-95 Chrysler<br />
minivans equipped with the 3.3L or 3.8L engines that<br />
solves the common problem of the belt jumping off<br />
the pulley. The <strong>ACDelco</strong> kit has pulley grooves and belt<br />
ribs that lock together, making it almost impossible for<br />
the belt to jump off the drive pulley.<br />
The Chrysler kit includes a double-sided V-ribbed<br />
belt, a grooved idler pulley and a tensioner with a<br />
grooved pulley.<br />
PRODUCT LINE 38<br />
Clutch hydraulics transition<br />
Matching industry consolidation of the manual<br />
transmission clutch hydraulics market, <strong>ACDelco</strong> is<br />
working to reduce or eliminate duplication in the<br />
coverage of clutch hydraulics components (clutch<br />
master cylinders and clutch slave cylinders).<br />
ThE gOODS<br />
<strong>ACDelco</strong>’s initiative should eliminate most duplicate<br />
inventories and offer a stronger, more competitive<br />
product line. As a result, the previous Line 14 clutch<br />
hydraulics was discontinued and transitioned to<br />
<strong>ACDelco</strong> clutches, product Line 38. The change was<br />
effective february 2.<br />
The changes included a clean supersession of the<br />
previous Line 14 part numbers. Also, kits to relabel<br />
products are offered for customers who have existing<br />
inventories of previous Line 14 part numbers. <strong>ACDelco</strong><br />
Market Area Managers are available to help with the<br />
transition process.<br />
It is important to note that the parts transition does<br />
not include traditional Line 14 brake hydraulics or Line<br />
38 clutch kits. Also, Line 38 does not have the product<br />
line discount included in Line 14, but <strong>ACDelco</strong> altered<br />
pricing on 188 of the Line 38 part numbers to align<br />
with Line 14 invoice pricing. This represents approximately<br />
a 12-percent weighted WD price decrease.<br />
09
Eak rOOm<br />
10<br />
The 2010 Buick LaCrosse<br />
VEhICLE TYPE:<br />
Midsize sedan<br />
CONfIgURATION:<br />
Unitized construction; front-engine;<br />
front-wheel drive (all-wheel drive<br />
available)<br />
ENgINE:<br />
3.0L V-6; 3.6L V-6<br />
TRANSMISSION:<br />
6-speed automatic<br />
IN ShOWROOMS:<br />
Summer 2009<br />
Buick has redesigned the LaCrosse midsize sedan for 2010, giving<br />
it an elegant design that looks decidedly upscale. The premium<br />
appearance is complemented by a comprehensive list of new features<br />
and technologies, including available All-Wheel Drive (AWD).<br />
As a result of Buick’s growing presence around the globe, particularly<br />
China, the redesigned LaCrosse was developed with unprecedented<br />
input from gM’s design and engineering groups in North America,<br />
Europe and Asia. In fact, the design was first introduced on a concept<br />
vehicle that debuted in China in 2008.<br />
The 2010 LaCrosse is offered with a pair of new engines tuned to deliver<br />
a balance of performance and efficiency. They include a 3.0-liter DOhC<br />
V-6 rated at 255 horsepower (252 hp with AWD) and a 3.6-liter DOhC<br />
V-6 rated at 280 horsepower. Both use variable valve timing and<br />
direct-injection technology to optimize power and efficiency, with<br />
reduced emissions. A 6-speed automatic transmission is paired with<br />
each engine, too.<br />
A contemporary interior includes available features such as in-dash<br />
navigation,* Bluetooth ® connectivity, an auxiliary audio input and a<br />
USB port. for rear-seat passengers, a DVD entertainment system is<br />
offered. Also available is a head-up instrument display in the windshield;<br />
high-intensity discharge adaptive forward lighting that can direct the<br />
headlamp beams up to 15 degrees for enhanced illumination of the<br />
road and its curves; a rearview camera with the display integrated<br />
into the navigation system screen and Side Blind Zone Alert** that<br />
notifies the driver if a vehicle in adjacent lanes is traveling in the<br />
driver’s outside mirror blind spot.<br />
Offered in<br />
three models:<br />
CX – equipped with the<br />
3.0-liter V-6, premium<br />
cloth seats and 17-inch<br />
wheels.<br />
CXL – also equipped with<br />
the 3.0-liter engine,<br />
adds leather-appointed<br />
heated front seats,<br />
dual-zone automatic<br />
climate control, fog<br />
lamps, outside rearview<br />
mirror with LED turn<br />
indicators and puddle<br />
lamps and 18-inch wheels.<br />
AWD is available.<br />
CXS – powered by the 3.6-liter<br />
V-6, it adds available<br />
real-time active-dampening<br />
suspension; perforated,<br />
leather-appointed seating;<br />
heated and ventilated front<br />
seats and chrome-plated<br />
18-inch wheels (19-inch<br />
optional).<br />
Production and dealership<br />
availability of the new LaCrosse<br />
begin this summer.<br />
*Map coverage not available in Puerto Rico.<br />
**Before making a lane change, always<br />
check the Side Blind Zone Alert display,<br />
check the side and inside mirrors, look over<br />
your shoulder for vehicles and hazards and<br />
start the turn signal.<br />
BREAK ROOM<br />
11<br />
acdelco.com 800.<strong>ACDelco</strong>
y Mark Phillips photos Barry Kluczyk<br />
ONLiNE OppOrTUNiTiEs<br />
<strong>ACDelco</strong>’s latest eForum identifies Internet-based avenues for increasing parts sales<br />
<strong>ACDelco</strong> delved further into the world of e-commerce<br />
and explained to its partners ways to leverage the<br />
Internet during the latest eforum conference, held April<br />
21-23 in Ypsilanti, Mich.<br />
The conference encapsulated <strong>ACDelco</strong>’s emphasis on<br />
electronic security, e-training and promotion of Internet<br />
sales, including obsolescent inventory. It was the<br />
fourth-annual session and welcomed affiliated<br />
warehouse distributors.<br />
Attendees could participate in various training<br />
sessions, including overviews and deep dives into<br />
<strong>ACDelco</strong>’s eSmart and Prodriver tools, as well as the<br />
company’s Business-to-Consumer (B2C) strategies.<br />
There is a burgeoning customer base for buying autos<br />
and auto parts online, says famous Rhodes of eBay ®<br />
Motors, which is partnering with <strong>ACDelco</strong> to sell<br />
obsolete parts.<br />
In 2008, $19.3 billion was spent online on automotive<br />
parts and services, according to forrester Research’s<br />
report, “State of Online Retail.” That was an increase of<br />
nearly 15 percent over 2007’s $16.8 billion—and that<br />
includes spending after the economy quickly soured.<br />
Obsolescent parts sales through eBay Motors began<br />
as a pilot program earlier this year for <strong>ACDelco</strong> and it<br />
has steadily gained traction.<br />
Steve Liao of MechanicNet says distributors pay no<br />
eBay listing fees to sell their parts through the<br />
<strong>ACDelco</strong>/eBay Motors partnership. eBay, which is<br />
known chiefly as an auction site, charges fees to list<br />
items for sale or auction. MechanicNet will pay those<br />
costs for distributors.<br />
The <strong>ACDelco</strong>/eBay Motors partnership has taken into<br />
consideration several factors to encourage participation,<br />
Liao says. Warehouse Distributor (WD) names are<br />
hidden from buyers to prevent channel conflict with local<br />
customers. In addition, WD contact info is removed to<br />
prevent a service burden on a WD’s counter staff, and<br />
sales tax is collected from customers so distributors<br />
don’t have to do it.<br />
Promoting internet sales<br />
Renee David, an <strong>ACDelco</strong> advertising specialist,<br />
revealed to distributors the tricks to promoting their<br />
Internet sales and encouraged them to use paid<br />
search terms on google ® rather than online advertising<br />
to reach customers. It’s the most efficient and a more<br />
precise method of reaching them, she says.<br />
“Paid search is a way to find anything<br />
as a consumer,” David says. “Search<br />
catches a consumer when they’re<br />
out there looking for something.”<br />
With paid search, advertisers pay only when someone<br />
clicks on a link as opposed to some ads, which cost<br />
money every time someone sees the ad, regardless if<br />
they click through to a Web site. There are two types<br />
of searches on the Web. “Natural search” is when<br />
people utilize google, for example, and find results<br />
based purely on content of the Web page. With “paid<br />
search,” advertisers buy key words and when a Web<br />
user searches for a particular term, the appropriate<br />
links are served up. David stresses to distributors with<br />
e-commerce Web sites that they shouldn’t rush to buy<br />
any and every key word.<br />
“You don’t want to go out and purchase the term<br />
‘<strong>ACDelco</strong> batteries’ if you don’t sell batteries,” she<br />
says. “If you bought that and send someone to a<br />
page about filters, they’re going to be confused.<br />
good content and driving people to the appropriate<br />
place in your site is the key to success.”<br />
David says <strong>ACDelco</strong> buys about 1.8 million key<br />
words, such as various combinations of words like<br />
“<strong>ACDelco</strong> batteries” and many variations of the most<br />
popular parts. n<br />
12 13
shOp TaLk<br />
FROM PLOWS<br />
TO PALM TREES<br />
by Amy Lenard photo Courtesy of Steve Johnson<br />
Canadian-born Florida technician builds<br />
a 30-year career in the sun<br />
Johnson didn’t much care for farming. So, after high<br />
school, he began an apprenticeship with a general<br />
Motors dealership and continued on that path for several<br />
years. he moved to florida in 1980, where he spent the<br />
next 20 years working as a technician and floor foreman<br />
at a variety of dealerships.<br />
Now, after about nine years at Terry Wynter Auto Service<br />
Center, his experience has him front and center in<br />
automotive interviews on television and radio. Recent<br />
vignettes featuring Johnson’s take on gas-saving<br />
gimmicks and better gas mileage have appeared in<br />
local and national media outlets.<br />
“Steve has a unique ability to have<br />
great technical and people skills so<br />
he makes a wonderful representative<br />
for our company,” says shop<br />
co-owner Kay Wynter. “he’s terrific<br />
in front of a camera.”<br />
Johnson works with a staff of seven technicians, along<br />
with a service writer and parts manager. he says<br />
everyone in the service area has special strengths.<br />
“Individuals can’t do everything, but<br />
together we work well as a team,”<br />
says Johnson, whose specialties<br />
are drivability, electronics and air<br />
conditioning. “Each one of us has<br />
a certain area of expertise, which<br />
keeps things running smoothly.”<br />
Ulmer’s Auto and Truck Service in great falls, Mont.,<br />
celebrates 64 years in the business this November. Much<br />
has changed since Clarence C. Ulmer opened the doors<br />
on Nov. 3, 1945.<br />
HUMBLE BEgINNINg<br />
The city’s population has grown from about 30,000 in<br />
1945 to about 59,000 today. And while Montana<br />
remains one of the least populous states in the country,<br />
it nonetheless has more than doubled the number of<br />
residents in the last six and a half decades— from<br />
477,000 in 1945 to about 960,000 in 2009.<br />
Three generations and 64 years in business make<br />
Ulmer’s Auto a Montana landmark<br />
by Eric Lingaur photos courtesy of Ulmer’s Automotive<br />
Clarence Ulmer got his start in the automotive service<br />
business working at various dealerships as an<br />
independent owner. Before World War II, area dealerships<br />
for manufacturers such as Plymouth, hudson and<br />
Nash didn’t run their own service departments and<br />
subcontracted independents to operate them.<br />
After the war ended, Ulmer decided he wanted to start<br />
his own shop. Money was tight at that time, but his wife<br />
Drusilla had been saving for a home, so the couple<br />
used their house fund to start the business. The building<br />
But while Montana has changed, the family at Ulmer’s permit for Ulmer’s was the first issued in great falls after<br />
he spends a lot of time pouring over service manuals,<br />
Auto hasn’t. It’s currently managed by greg Ulmer, the World War II ended, and Ulmer’s has remained in the<br />
but senior technician Steve Johnson sometimes feels<br />
grandson of Clarence Ulmer.<br />
same location ever since.<br />
like he’s in the middle of his own mystery novel.<br />
A car enthusiast to the core, Johnson says he recently<br />
“When you work a family business you only have to work When the shop opened, Ulmer’s Auto had only one<br />
“Being a technician is a lot like being a detective,” he says. downsized his personal fleet of vehicles so he could<br />
half a day, just pick which 12 hours you want to work,” building and four service bays. The staff consisted of<br />
“Someone brings you a problem and you have to analyze purchase a leisure boat for cruising around the florida<br />
says greg Ulmer.<br />
Clarence Ulmer and three mechanics. In the years that<br />
the clues, come up with a theory and solve the mystery coastline with his wife Janis and their two adult sons.<br />
Ulmer’s is a long-time TSS affiliate and an all-makes<br />
followed, the shop has been expanded twice; it now<br />
before you repair the vehicle.”<br />
But he still has a 2002 Corvette, 1969 Chevelle, 1986<br />
all-models service center that performs a variety of auto<br />
houses seven bays, employs five technicians and one<br />
Johnson is an integral member of the service team<br />
Jaguar XJS Coupe and 1989 Mazda RX-7, in addition<br />
and truck repair, as well as some fabrication. It also<br />
assistant technician. Several of Ulmer’s technicians<br />
at Terry Wynter Auto Service Center, a Total Service<br />
to the half-ton pickup truck he drives to work.<br />
services many area vehicle fleet accounts, some of<br />
have worked there for more than 15 years, and all of the<br />
Support shop in fort Myers, fla. he’s also an avid drag Literally and figuratively, Johnson has come a long<br />
which have been customers for more than 35 years.<br />
Ulmer’s employees are considered part of the family.<br />
racer, classic car enthusiast and hot-rod builder who’s way from the farmland of Ontario, but a successful<br />
Ulmer’s prides itself in providing personal service at Clarence Ulmer ran the shop from 1945 to 1980. he<br />
been adept at mechanical service since growing up on career of more than 30 years proves the automotive<br />
competitive prices and really takes the time to get to handed the reins to his son gary, but returned to the<br />
a farm in Ottawa, Ontario, Canada, where repairing and industry offers plenty to a technician who’s dedicated<br />
know their customers. They have many customers that shop every day until he passed away at the age of 84.<br />
maintaining equipment was a way of life.<br />
to his vocation. n<br />
have been coming in for more than 40 years.<br />
Continued on page 16<br />
14 15<br />
acdelco.com 800.<strong>ACDelco</strong>
seConD anD thirD generations<br />
gary C. Ulmer took over the day-to-day operations in<br />
1980 and purchased the business from his father in<br />
1990. gary is 70 years old and still works 10 to 12 hours<br />
a day, five days a week. gary began working at the<br />
garage when he was 10, chasing parts around town<br />
on his bicycle and cleaning the shop floor. his father,<br />
Clarence, started teaching him the tricks of the trade<br />
when he was 14, and gary served his apprenticeship<br />
under him.<br />
gary Ulmer always had a keen interest in cars and how<br />
they worked. he even customized his own vehicles in<br />
high school. After graduating from high school, gary<br />
continued to work at the garage and attended many<br />
classes to expand his knowledge of the industry. Today<br />
gary is referred to as the “old mechanic” around the<br />
shop and is the expert customers call and ask for when<br />
they are working on their own classic vehicles.<br />
greg Ulmer, gary’s son, is the third generation and is<br />
working to purchase the business from his father.<br />
greg has managed the business for the past 10 years<br />
and, like his father, also started working at the shop<br />
when he was 10.<br />
“I was always interested in cars<br />
and how they worked,” he says.<br />
greg Ulmer worked at the shop to earn a little extra<br />
money to work on his 1941 Plymouth coupe and the<br />
1968 Camaro that he has owned since high school. he<br />
earned a business degree from the College of great<br />
falls, while also working in the family business and<br />
completing his apprenticeship under both his father<br />
and grandfather. he is ASE master-certified in auto and<br />
truck repair and serves on the Montana Apprenticeship<br />
and Training Directors Association Board.<br />
greg Ulmer is also a member and participant in the<br />
Leadership great falls Program sponsored by the<br />
great falls Chamber of Commerce and has been active<br />
with the local school district’s career day sessions by<br />
providing job shadow opportunities for high school<br />
students interested in going into the automotive service<br />
field. he is a big proponent of continuing education and<br />
encourages his employees to stay current on the newest<br />
and future vehicles by taking classes and taking advantage<br />
of the numerous training courses from <strong>ACDelco</strong>.<br />
“The training courses are essential for our technicians,”<br />
says greg Ulmer. “With all the changes occurring in the<br />
industry, we take advantage of them whenever possible.”<br />
16<br />
a long history with<br />
aCDelCo<br />
<strong>ACDelco</strong> and Ulmer’s have main-<br />
tained a long, fruitful relationship<br />
that dates back more than 50<br />
years. It started in the days when<br />
<strong>ACDelco</strong> was known as United<br />
Delco. Ulmer’s was the first<br />
<strong>ACDelco</strong> TSS service center in the<br />
great falls area. greg was on the<br />
first <strong>ACDelco</strong> Advisory Council that<br />
was assembled back in the 1990s,<br />
when it was called the Quality<br />
Installer Program. Even the Ulmer’s<br />
logo and the outside of the Ulmer’s<br />
building are red, white and blue,<br />
matching <strong>ACDelco</strong>’s color scheme.<br />
“Being an <strong>ACDelco</strong> Total Service<br />
Support center is very important to<br />
my shop and means quality parts,<br />
great support, advertising benefits,<br />
promotional opportunities, image<br />
enhancement and great training<br />
opportunities,” says greg Ulmer.<br />
“Our <strong>ACDelco</strong> representative,<br />
Paul Burns,<br />
has provided great<br />
support as well as all<br />
the folks at our WD,<br />
Direct Automotive, for<br />
many years.”<br />
Ulmer’s has had fathers, sons, wives,<br />
brothers, cousins, nephews, grand-<br />
daughters and grandsons all work at the<br />
family business over the years, and there’s<br />
currently a 14-year-old grandchild that may<br />
be the fourth generation to continue the<br />
family business for the next 64 years.<br />
The car owners of great falls are in<br />
great hands. n<br />
17
sErvicE bay<br />
18<br />
A HEAD START ON THE FUTURE<br />
As part of gM, <strong>ACDelco</strong> enables a unique opportunity for technicians to look under<br />
the hoods of fuel-cell vehicles<br />
Monroe County, N.Y., holds a unique position in the<br />
automotive world. The city of honeoye falls—located<br />
about halfway between Rochester and the finger Lakes<br />
area — is home to one of gM’s advanced powertrain<br />
technology laboratories, and nearby communities and<br />
municipalities in the county have become real-world<br />
proving grounds for the emerging technologies.<br />
County-owned vehicles, for example, include gM’s hybrid<br />
sedans and trucks, along with bio-diesel-, CNg- and<br />
E85/E20 ethanol-powered vehicles. Monroe County is<br />
also home to one of the nation’s few hydrogen refueling<br />
stations that is used to replenish the fuel supply of<br />
fuel-cell vehicles.<br />
With so much alternative-fuel activity in the area, there’s<br />
considerable interest from local technicians and other<br />
automotive professionals about the impact such<br />
technology may have on their businesses in the future.<br />
And when <strong>ACDelco</strong> representative george Matic ran<br />
into gM fuel-cell engineer David Savage at the grocery<br />
store, an idea was hatched for a summit meeting that<br />
would give local technicians an overview education on<br />
the nuts and bolts of fuel-cell vehicles.<br />
It all came together recently, as Matic collaborated with<br />
warehouse distributor Nu-Way Auto Parts and officials<br />
from Monroe County to conduct the one-of-a-kind<br />
seminar. David Savage and another representative from<br />
the honeoye falls lab were the featured speakers.<br />
“There is a lot of interest from technicians who want to<br />
get a handle on this upcoming technology,” says Mark<br />
Szwarcberg, market area service manager for <strong>ACDelco</strong>.<br />
“When the word went out about the seminar, we got an<br />
immediate and enthusiastic response.”<br />
About 100 local TSS, Key fleet and ISC technicians, as<br />
well as other automotive specialists, attended the event<br />
that was hosted at Monroe County’s fleet maintenance<br />
facility in Chili, N.Y. Savage walked the attendees through<br />
the design, operation and performance characteristics of<br />
hydrogen fuel-cell-powered vehicles.<br />
gM brought prototype fuel-cell vehicles based on<br />
modified versions of the Chevrolet Equinox. The vehicles<br />
were part of gM’s recent Project Driveway program that<br />
placed them with cities and individuals around the country<br />
for real-world evaluation. Seminar attendees were given<br />
the opportunity to ride the vehicles, but not surprisingly,<br />
their interests were really piqued when Savage put one<br />
of the Equinoxes on a lift and allowed the mechanically<br />
minded technicians to examine its unique features.<br />
“There wasn’t a person left in his seat when that vehicle<br />
was raised on the lift,” says Szwarcberg. “Everyone<br />
wanted to see if there were going to be radical differences<br />
in the way they worked on vehicles of the future. I think<br />
they were pleasantly surprised to find it wasn’t alien<br />
technology and servicing these vehicles won’t be radically<br />
different from today’s cars.”<br />
That the seminar came together with the assistance<br />
from engineers and prototype vehicles is a testament to<br />
the unique relationship shared between <strong>ACDelco</strong> and<br />
general Motors.<br />
“I don’t think you’d see such a unique program come<br />
together without that relationship,” says Szwarcberg.<br />
Bill Yandow, from Rochester, New York-based Nu-Way<br />
Auto Parts, agrees. “The gM lab is tied in very well locally,<br />
so it was great that we were able to leverage their<br />
engineers for the seminar.”<br />
Nu-Way Auto Parts often partners with <strong>ACDelco</strong> for local<br />
technician programs and seminars. The parts distributor<br />
supports TSS shops and <strong>ACDelco</strong>’s Key fleet customers,<br />
and coincidently, one of Yandow’s customers is the fleet<br />
department for Monroe County.<br />
“When they heard about the plans for the fuel-cell seminar,<br />
they insisted on hosting it at their facility,” says Yandow.<br />
“Because they are already using alternative-fuel vehicles,<br />
they wanted to play an integral part in the event.”<br />
Yandow reports the fuel-cell seminar was one of the<br />
most popular events staged by Nu-Way Auto Parts and<br />
<strong>ACDelco</strong>.<br />
“It was a great instance of synergy, when all the right<br />
elements came together for a very informative meeting,”<br />
he says. “It’s something that would only happen with<br />
<strong>ACDelco</strong> and its relationship with gM.”<br />
by Barry Kluczyk photos courtesy of general Motors<br />
HOW A FUEL-CELL<br />
VEHICLE WORKS<br />
A hydrogen fuel-cell-powered<br />
vehicle uses an electrochemical<br />
process to produce electricity<br />
from hydrogen. No petroleum<br />
products are used in a fuel-cell<br />
vehicle and the only “exhaust” is<br />
clean water vapor.<br />
Basically, each fuel cell consists<br />
of an electrolyte and a pair of<br />
catalyst-coated electrodes, a<br />
porous anode and cathode.<br />
hydrogen (or a hydrogen-rich fuel)<br />
is fed to the anode where the<br />
catalyst separates the hydrogen’s<br />
negatively charged electrons from<br />
the positively charged ions. At the<br />
cathode, oxygen combines with<br />
electrons, resulting in water or<br />
hydroxide ions.<br />
The electrons of the anode side<br />
SERVICE BAY<br />
of the cell cannot pass through the<br />
electrolyte to the positively charged<br />
cathode side. They must travel around it<br />
via an electrical circuit. This movement<br />
is the electrical current that is used to<br />
drive the vehicle. There is no internal<br />
combustion engine or conventional<br />
transmission, as the electric power is<br />
sent to electric motors at each wheel. n<br />
19
20<br />
FIXING CARS<br />
& TAKING CARE OF PEOPLE<br />
“Knowledge is Power” Clinic and Other Community Outreach Programs Help<br />
Airpark Auto Service Soar Above the Competition<br />
“fixing cars and taking care of people” is the motto of<br />
Nadine grobmeier, president and owner of Airpark Auto<br />
Service, an <strong>ACDelco</strong> TSS affiliate located in warm and<br />
sunny Scottsdale, Ariz. It is a family-owned and -operated<br />
business, working on all makes and all models.<br />
The Scottsdale area, located northeast of Phoenix, has<br />
transformed over the years into an upscale tourist and<br />
shopping destination with a plethora of trendy, high-end<br />
nightlife, championship golf courses, upscale restaurants<br />
and resorts, art galleries and luxury shopping choices.<br />
In fact, many consider Scottsdale the United States’<br />
spa capital because it boasts such a large number of<br />
destination spas throughout the area.<br />
This service-centric attitude is embedded in the entire<br />
team at Airpark Auto Service, and which led Nadine<br />
grobmeier to recently host a free women’s car care clinic<br />
at her shop in the spring entitled “Knowledge is Power.”<br />
“Taking care of people and treating them like more<br />
than simple customers is what makes our business<br />
successful,” says grobmeier. “Concentrating on our<br />
customers is our first priority and taking care of their<br />
cars is secondary.”<br />
grobmeier’s original idea for her first car care clinic was<br />
to invite 20 to 30 of her female customers and their<br />
friends, family members or coworkers to attend a fun,<br />
half-day session at Airpark Auto Service to learn about<br />
basic car care maintenance, answer automotive service<br />
questions and provide an open forum to discuss fears<br />
associated with vehicle repairs and taking their cars into<br />
the shop for service. Because 65 percent of Airpark’s<br />
customers are female, a women’s car care clinic was an<br />
extremely appropriate activity for their customer base.<br />
The response she received was surprising. Only a few<br />
days after sending the invitations in print and online,<br />
grobmeier had to close registration for the clinic soon<br />
after receiving more than 60 affirmative responses. The<br />
interest for the program was overwhelming, and on a<br />
sunny Saturday morning a group of 60 women came<br />
into the main Airpark Auto Service bay for a four-hour<br />
session. They learned how to check engine oil and the<br />
benefits of proper tire pressure, as well as received<br />
hands-on instruction regarding what happens under the<br />
hoods of their cars.<br />
In preparation for the clinic, grobmeier and her team<br />
invested considerable time and resources into making<br />
the event a fun and educational experience. Prior to the<br />
event, grobmeier had her main shop floor refinished,<br />
assembled gift bags for each attendee, developed<br />
signage, created raffle giveaways and even provided valet<br />
parking and food from a local bakery. Of course, the<br />
tables were decked out in <strong>ACDelco</strong> red, white and blue<br />
and the gift bags contained a variety of <strong>ACDelco</strong> items.<br />
Not only was <strong>ACDelco</strong> a sponsor of the “Knowledge<br />
is Power” clinic, but grobmeier’s <strong>ACDelco</strong> field<br />
representative Brain hoff, district manager, and his<br />
team played an important role in the planning and<br />
success of the women’s seminar. They used <strong>ACDelco</strong>’s<br />
Knowledge is Power toolkit, which is available to all TSS<br />
affiliates through their local <strong>ACDelco</strong> representative.<br />
grobmeier and hoff began planning the clinic in the fall of<br />
2008, and hoff brought in additional resources with the help<br />
of Jules Varga, <strong>ACDelco</strong> regional technical manager, and<br />
partners from <strong>ACDelco</strong> Parts Distributor One Source, which<br />
is a division of Kay Automotive Distributors.<br />
by Eric Lingaur<br />
photos courtesy of Nadine grobmeier<br />
“Being associated with<br />
<strong>ACDelco</strong> has not only<br />
allowed us to offer quality<br />
parts to our customers,<br />
but has also given us the<br />
opportunity to work together<br />
to implement programs like<br />
the ‘Knowledge is Power’<br />
clinics,” says grobmeier.<br />
“having a partner like <strong>ACDelco</strong><br />
is important to the success<br />
of our business.”<br />
The clinic surpassed grobmeier’s expectations<br />
and earned local media exposure that included<br />
a television interview with her the morning of<br />
the event. grobmeier and her team already<br />
have a waiting list for the next women’s car care<br />
seminar they plan to host in the fall, and women<br />
near Scottsdale can sign up for the next session<br />
by visiting Airpark Auto Service’s expertly crafted<br />
Web site at airparkautoservice.com. She has<br />
also received a lot of positive feedback and<br />
suggestions from attendees that she is utilizing<br />
to make the next session even better.<br />
Car care clinic attendee Lorena Moore shared,<br />
“Thank you for an informative and fun time at the<br />
Women’s Auto Seminar this past Saturday. I’m sure<br />
each woman, including myself, picked up a few<br />
valuable tips to make us wiser in the knowledge of<br />
car servicing and repair. As you said, ‘knowledge is<br />
power.’ You have a great team and it was nice to have<br />
them included in the presentations.”<br />
“hosting a women’s clinic had been a goal of mine for<br />
some time, and it feels great to finally have the first<br />
one under my belt,” says grobmeier. “The confidence<br />
that I feel going forward with future clinics and<br />
fine-tuning them is something I am looking forward<br />
to with great anticipation.”<br />
21<br />
acdelco.com 800.<strong>ACDelco</strong>
almost two DeCaDes of growth<br />
The women’s car care clinic is just one part of grobmeier’s<br />
successful Airpark Auto Service recipe. To get the full pic-<br />
ture, one needs to look at how Airpark got started and the<br />
type of honors they’ve earned for their outstanding service.<br />
Airpark Auto Service was purchased by grobmeier and<br />
her late husband Stacey in 1992. The shop is located in<br />
the thriving, executive Airpark business district in North<br />
Scottsdale—the next-door neighbor is a Lamborghini<br />
dealership. The Airpark business district is the secondlargest<br />
employment center in the greater Phoenix area,<br />
with more than 50,000 people employed at nearly 2,500<br />
individual businesses. In all, the Airpark generates a<br />
combined economic impact of more than $3 billion<br />
annually, and is still growing.<br />
When the grobmeiers purchased the existing auto shop in<br />
1992, they only had three technicians and leased a facility<br />
with seven service bays. With a lot of hard work, innovation<br />
and establishing a solid customer base, they purchased<br />
a new lot in the Airpark and built a new, state-of-the-art<br />
facility in 1998. That new building, which they still call<br />
home today, doubled the size of their original shop—<br />
including 14 service bays—and allowed them to<br />
expand their workforce to 17.<br />
grobmeier’s team prides itself in being able to fix any car<br />
on the road and has technicians who specialize in Asian,<br />
European and domestic vehicle models. They also have a<br />
strong fleet and medium-duty expertise as well.<br />
a tough Challenge<br />
Stacey grobmeier’s enthusiasm for the automotive<br />
industry started at an early age, when he was racing<br />
and working on cars and motorcycles as a teenager.<br />
from the age of 18, he worked in a variety of positions<br />
at various dealerships gaining valuable experience and<br />
learning the ins and outs of the aftermarket industry.<br />
his dream of owning his own auto shop became a<br />
reality with the purchase of Airpark Auto Service. At the<br />
time, Nadine was working at a local accounting firm<br />
and brought her business and administrative expertise<br />
to the fledgling business to help grow it.<br />
In 2003, the grobmeier family had to face a difficult<br />
challenge as Stacey passed away in September, after<br />
losing his battle with leukemia. his loss was certainly<br />
sad, but challenging times often bring out the best in<br />
people and Nadine persevered.<br />
“Stacey’s brilliance as a businessman and his expertise<br />
in the automotive industry was certainly what gave<br />
us such a solid foundation, but there was no doubt in<br />
my mind about keeping the business going after he<br />
passed,” says grobmeier.<br />
grobmeier picked up the reins and took control of<br />
the shop, with support from her son greg and his wife<br />
Jocelyn, their daughter Ashley and even their younger<br />
son Tyler. Longtime manager Aaron Nelson and dedicated<br />
controller Craig Stiffler also played a big role in keeping<br />
the business moving. The entire Airpark staff, and even<br />
the shop’s customers, provided a deluge of support after<br />
Stacey’s passing.<br />
Six years later, grobmeier continues to grow the<br />
business by providing quality service and creating<br />
strong relationships with her customers, and her<br />
outstanding efforts are being recognized: Airpark Auto<br />
Service has been an AAA-approved auto repair facility<br />
since 1996 and has been an AAA Top Shop for the<br />
past seven years. It has also earned a “green Shop”<br />
distinction by the State of Arizona and AAA—the first<br />
such recognition for a Scottsdale service center.<br />
grobmeier is also a strong supporter of education and<br />
training. The majority of Airpark’s technicians are ASE<br />
certified and Airpark is one of only two ASE Blue Seal of<br />
Excellence service centers in the North Scottsdale area.<br />
Besides receiving accolades for being an exceptional auto<br />
service garage, Airpark Auto Service is a strong supporter<br />
of helping the local community and the environment.<br />
Airpark supports Packages from home, a local charity<br />
that sends care packages to troops overseas. grobmeier<br />
and her shop were also featured in a “NASCAR Angels”<br />
episode for helping a well-deserving United States Air<br />
force sergeant get back on the road.<br />
“It’s all part of our philosophy,” says grobmeier. “We want<br />
to be more than just a place to have your car repaired.<br />
We want to be a vital part of the community.”<br />
She and her staff have unquestionably achieved that<br />
goal—much to the satisfaction of drivers all over the<br />
Scottsdale area. n<br />
22 23
sTrEET crEd<br />
Drivers are keeping their cars longer–but not necessarily giving them the proper care<br />
by Barry Kluczyk photo Shutterstock<br />
A recent study by R.L. Polk and Co. confirmed what most TSS and ISC shop owners already knew: Americans<br />
are holding on to their cars longer. The average age of cars on the road has increased to 9.3 years, according to<br />
the survey. It was 8.3 years only 10 years ago.<br />
What’s driving owners to drive their cars longer is a combination of factors, including the cost of a new vehicle, the<br />
existing condition/quality of their current car—a nod to the increased build quality of cars of the past decade— and,<br />
not surprisingly, trepidation about the current state of the economy.<br />
As drivers hold on to their vehicles longer, explaining the need for inspections and regular maintenance can help<br />
save them money in the long run and enhance business at your shop.<br />
Indeed, it’s likely the case their vehicles need attention. During nationwide checkup events held between April and<br />
October 2008, an astonishing 80 percent of the vehicles inspected needed service, parts or fluid, according to<br />
the Car Care Council. In fact, nearly 10 percent showed up with the Check Engine light illuminated.<br />
“Vehicle checkup events are typically the focus of community car care events sponsored by repair shops, parts<br />
stores or distributors, in cooperation with local vocational schools, media, civic groups and others,” says Rich White,<br />
executive director, Car Care Council. “While these events are free to consumers and serve as community-relations<br />
builders, most aftermarket businesses that participate experience an increase in sales and customers as a result.”<br />
Understandably, most drivers have an out-of-sight/out-of-mind relationship with their cars—and the vast majority<br />
simply don’t know, for example, what a CV boot is, let alone worry about whether it has started to leak now that<br />
the car is 8 years old.<br />
There is a fine line to walk in pointing out the need for such inspections and creating the appearance of a superfluous<br />
up-sell, but when handled correctly, the customer will understand the benefit and potential savings of a more costly<br />
future repair.<br />
neglected maIntenance<br />
The increased quality of vehicles built in recent years can also<br />
cause maintenance neglect — much like a person putting<br />
off a checkup with a physician because he or she generally<br />
feels fine. Regardless of a vehicle’s running condition, as the<br />
mileage increases, the performance of many components<br />
deteriorates or, at least, is affected by age.<br />
If the survey touted by the Car Care Council is a barometer<br />
of the general public’s fleet, there is a great deal of ignored<br />
maintenance:<br />
• 32 percent of inspected vehicles had low, overfull or<br />
dirty motor oil<br />
• 23 percent had low, leaking or dirty coolant<br />
• 18 percent had unsatisfactory belts<br />
• 10 percent required maintenance to the battery cables,<br />
clamps or terminals<br />
• 11 percent had weak batteries<br />
• 7 percent needed new PVC filters<br />
Another important area of concern was tires. During the<br />
inspections, 15 percent of the vehicles had improperly<br />
inflated tires and 12 percent had tread wear sufficient to<br />
warrant replacement.<br />
InvestIng In a long-term<br />
relatIonshIp<br />
In addition to performance- and safety-<br />
related repair items, customers may<br />
also neglect faulty features perceived<br />
as convenience items. for example, an<br />
inoperative seat heater, malfunctioning<br />
power window or even a crackling audio<br />
speaker may be problems a customer<br />
simply puts up with if he or she didn’t<br />
anticipate owning the vehicle much longer.<br />
But if economic or other reasons recently<br />
prompted the owner to keep his or her vehicle<br />
longer than anticipated, the decisions have<br />
also caused a change of mind about repairing<br />
those convenience features. When a customer<br />
visits for scheduled service, ask about any<br />
other problems the vehicle might have and offer<br />
to quickly estimate the cost of repair. You’ll likely<br />
find he or she is agreeable if it means entering<br />
the summer driving season with a crackle-free<br />
audio system or hitting the cold season again<br />
with a rejuvenated seat heater.<br />
Indeed, as customers keep their vehicles longer,<br />
the opportunity to build a long-term relationship<br />
grows. Providing quality parts, service and advice<br />
are keys to making it a successful relationship. n<br />
24 25<br />
acdelco.com 800.<strong>ACDelco</strong>
smarT mOvEs<br />
drIven to succeed<br />
<strong>ACDelco</strong>’s North Central Region recognizes its top TSS customers<br />
There are plenty of great <strong>ACDelco</strong> TSS shops in<br />
the North Central Region, but four of them were<br />
recently recognized with the first-ever Outstanding<br />
Achievers Award.<br />
Selected for their <strong>ACDelco</strong> purchases, training<br />
participation and high customer-service scores, the<br />
four recipients include Spitfire Automotive in Oak<br />
Lawn, Ill.; Berger Auto Parts and Service in fort<br />
Wayne, Ind.; fuerst Automotive in Broadview heights,<br />
Ohio; and hire’s Auto Parts in fort Wayne, Ind.<br />
“The awards were presented to the most elite TSS<br />
customers in the region as tokens of our partnership<br />
and appreciation of their loyalty to <strong>ACDelco</strong>,” says<br />
harold Meyer, regional manager for the North Central<br />
Region. “These shops exemplify the very best of what<br />
the <strong>ACDelco</strong> brand stands for, and we’re proud to be<br />
associated with them.”<br />
Meyer visited each shop personally to present award<br />
plaques. Another 46 TSS shops in the region were also<br />
noted for their high performance.<br />
“This was our first formal recognition of the top-performing<br />
accounts, and we’d like to continue acknowledging them<br />
with future awards,” says Meyer.<br />
At Berger Auto Parts and Service, the award reinforced<br />
owner Dan Berger’s belief in the TSS program.<br />
“I’m honored to receive the award, but <strong>ACDelco</strong> itself<br />
deserves recognition for the assistance they give<br />
us,” he says. “The training and marketing advice is<br />
terrific—they (<strong>ACDelco</strong>) are definitely interested in<br />
all aspects of our business.”<br />
Berger started his shop in 1983 as a parts store and<br />
grew it to include service. The business now includes<br />
two locations in fort Wayne, employing more than 20<br />
technicians.<br />
“The online training is great, because our techs can participate without traveling,” he says. “As technology keeps<br />
progressing on new cars, that’s very important to us.”<br />
That steady advancement of technology has represented the biggest changes over the past 26 years in business,<br />
he says.<br />
“When I started, the business was very affected by the weather— such as<br />
flooded carburetors and dead batteries during cold weather,” says Berger.<br />
“That’s not the case today. Cars are much better now, so we have to stay on top<br />
of the high-tech features that go wrong.”<br />
A TSS affiliate since the program started, Berger points to <strong>ACDelco</strong>’s training as keeping him and his staff on top<br />
of that technology.<br />
“That’s one of the best aspects of the TSS program,” he says.<br />
harold Meyer, <strong>ACDelco</strong> Regional<br />
Manager, visited each of the<br />
Outstanding Achievers Award<br />
recipients to present personal-<br />
ized plaques. he is pictured in<br />
these four photos, along with the<br />
representatives from each TSS<br />
affiliate (depicted in the captions<br />
from left to right).<br />
(Far left) Dan Berger, owner, and staff, with<br />
Harold Meyer, Walter Campbell of <strong>ACDelco</strong><br />
and Eugene Poinsette of Tri City Automotive<br />
And with training keeping Berger’s technicians at the forefront of service technology, more customers make their way<br />
to his two shops. It’s a recipe for success that makes Berger Auto Parts and Service an outstanding achiever. n<br />
26 27<br />
Warehouse<br />
(Top) Lisyahimba Patilla, John Gemperline,<br />
Bob Stout, owner, Tim Kozimor, Peter Gutierrez<br />
and Harold Meyer<br />
(Center) Harold Meyer, Spitfire Automotive<br />
President Rich Malinowski, Sr., and Dom<br />
Ramirez<br />
(Bottom) Harold Meyer, Eugene Poinsette of<br />
Tri City Automotive Warehouse, Tom Hire, owner,<br />
and Walter Campbell of <strong>ACDelco</strong>
28<br />
by Barry Kluczyk photos by the author<br />
It takes only a couple of minutes, but in that time a valuable collector car’s worth will be summed up by a room<br />
full of knowledgeable enthusiasts. With luck, the car will change hands at the end of its moment in the spotlight,<br />
pushed away by the next Corvette or muscle car to cross the block.<br />
That’s the summation of a collector car auction’s proceedings, but it’s hardly the sum of all that goes on during<br />
the sale. The auction is more than the collective sale of dozens or hundreds of cars, it’s a microcosm of capitalism<br />
and a window into the world of automotive obsession.<br />
Collector and antique auto auctions have been around for decades, but they’ve become much more popular<br />
in recent years. This is due in no small part to the broadcast of the annual Barrett-Jackson sale in Scottsdale,<br />
Ariz. Other auction companies, such as Mecum, RM Auctions and Kruse, have enjoyed sales growth in the past<br />
decade, as the interest and corresponding value in classic American muscle cars has mushroomed.<br />
You can thank the baby boomers for much of the frenzy, as their disposable incomes later in life fueled restoration<br />
and acquisition booms that made the muscle car price run-ups of the late 1980s seem like chump change.<br />
The recent turmoil in the global economy has put a damper on both prices and the number of cars being sold at<br />
auction, but they remain popular venues for enthusiasts to buy and sell— or simply gauge current market conditions.<br />
And if you have the means and desire, the time may be right to take advantage of, ahem, “price corrections” and pick<br />
up the car of your high-school dreams for a relative bargain.<br />
insiDe the auCtion tent<br />
If your only perspective of collector car auctions comes<br />
from watching millionaires out-ego each other on TV<br />
while bidding up one-of-a-kind hemi ’Cudas and ZL-1<br />
Camaros, don’t worry—reality is much less expensive.<br />
In most cases, cars sell at or near the market value.<br />
In other words, auctions are not the domain of wealthy<br />
collectors, brokers and the like. There are dozens of<br />
collector car auctions held around the country every<br />
year that offer a diverse mix of vehicles that real people<br />
can afford. Of course, that doesn’t mean you’ll score a<br />
rare 1969 Trans Am convertible for pennies on the dollar,<br />
but if you’re simply looking for a clean classic car that<br />
won’t break your budget, you’ll have plenty of choices.<br />
The prospect of buying a car at an auction is intimidating<br />
to those who’ve never participated, but after you’ve<br />
learned the ropes, you’ll likely find it’s a straightforward<br />
process and exciting experience.<br />
One of the best ways to overcome auction trepidation is<br />
attending one strictly as an observer. You don’t have to be<br />
a registered bidder to attend a collector car auction, so go<br />
as a spectator to learn the basic layout and operation of<br />
the sale — and ask questions of the auction staff.<br />
Besides learning the ins and outs of the auction process,<br />
a collector car auction makes for a fun outing for anyone<br />
who appreciates classic cars. Often, the sales attract the<br />
very best examples of the rarest and most interesting<br />
cars, making it a great de facto car show.<br />
if you Plan to buy<br />
If you’ve decided to attend an auction to bid on a car<br />
and it’s your first time, plan to register with the auction<br />
company at least a week or two before the sale. The<br />
auction company will typically require a letter of guaranty<br />
from your bank that you’ve got the funds to follow<br />
through on a sale. In some cases, a bid limit may be<br />
instituted. It’s an insurance measure that enables you to,<br />
say, bid up a nice, 327-powered ’69 Camaro, but not the<br />
million-dollar hemi cars.<br />
Once your paperwork is set, you’ll be assigned a<br />
bidder’s number. When your dream car hits the stage,<br />
you can indicate your bid to the auctioneer with a<br />
raise of a hand, a shout or both. Typically, a bidder’s<br />
assistant will quickly appear at your side, helping to<br />
keep the auctioneer’s attention.<br />
Keep in mind that if your bid is accepted as the highest<br />
at the auction’s close, you bought the car. There’s no<br />
thinking it over or talking to the seller at that point. It’s<br />
your car; and generally, the auction company will want<br />
payment arrangements to be made that day.<br />
In the fine print of your registration, you’ll also see a note<br />
about the buyer’s premium. That’s a euphemism for sales<br />
commission and that’s how the auction company makes<br />
its money. Expect the premium to be anywhere from 5 to<br />
10 percent more than the final, “hammer” price of the car.<br />
Do your homework<br />
Before sticking your hand in the air on that initial bid,<br />
make sure you know as much as possible about the<br />
car, its history and the general market price for it.<br />
When it comes to the car, it means, for example, knowing<br />
that the ’68 gTO was only offered with a 400-cubic-inch<br />
engine, so a car in the auction with a 455 engine is<br />
incorrect. Also, the car’s value is directly related to<br />
whether the engine is original to the car. A seller with<br />
nothing to hide will have paperwork available for<br />
inspection that specifies whether the drivetrain is<br />
original. A car with a non-original engine shouldn’t be<br />
avoided, but it won’t be worth top dollar.<br />
Inspecting the car also means checking for signs of<br />
body repair, rust and less-than-thorough restoration<br />
techniques. There are many online resources for popular<br />
models, so finding the common problem areas on most<br />
cars is relatively easy.<br />
One of the drawbacks with the auction is it’s impossible to<br />
test-drive the car, so you’re gambling that it’s in good running<br />
condition. If the seller is available, ask pointed questions,<br />
such as: Does it overheat or is the rear axle noisy?<br />
what’s it worth?<br />
Knowing what to bid on a car can be difficult. If you’re<br />
unsure where to start, let another bidder make the initial<br />
offer and proceed from there. It’s important to keep your<br />
emotions and ego in check, as the prospect of buying a<br />
car at a fair, market-correct price can evaporate during a<br />
heated exchange of bids. Decide on your maximum price<br />
prior to raising your hand for the first time and stick to it.<br />
Also, keep in mind that not all models of a car line are<br />
worth their weight in gold. A 1969 Mustang Boss 429<br />
is worth hundreds of thousands of dollars, but a 1969<br />
Mustang grande with a garden-variety 302 engine is not.<br />
Somewhere in the middle is the classic car that suits you,<br />
offering enjoyment on summer cruise nights and, with<br />
luck, a return on your investment after a few years.<br />
All it takes is a little research and a well-timed raise of<br />
your hand when the auctioneer calls for bids. n<br />
29<br />
acdelco.com 800.<strong>ACDelco</strong>
Ear viEw<br />
30<br />
63 ’ Buick<br />
RIVIERA<br />
by Barry Kluczyk<br />
photo general Motors Corp.<br />
Used with permission, gM Media Archive<br />
By the early 1960s, American automakers were<br />
diversifying their product lineups at an unprecedented<br />
pace. Whereas the previous 50 years of automotive<br />
marketing saw each brand offer one basic vehicle<br />
platform, but in a variety of models, trim and body<br />
configurations, the 1960s saw a move to distinct,<br />
different-sized products. This was a result of competition<br />
from foreign brands that offered smaller, more efficient<br />
cars — cars that Detroit simply could not counter with its<br />
traditional one-size-fits-all model.<br />
So, in response to Volkswagen and other similar imports,<br />
a new class of American compact cars, including the<br />
Chevy Corvair, Pontiac Tempest and ford falcon, was<br />
born. Interestingly, the counterpoint to the imports’ small<br />
cars also gave rise to a uniquely American vehicle class:<br />
the intermediate. They were the midsize, “personal” cars<br />
designed for the growing class of suburban commuters<br />
who typically drove alone to and from work.<br />
One of the first and most expressive intermediates was<br />
the 1963 Buick Riviera. It was one of renowned gM<br />
designer Bill Mitchell’s finest creations, with gracefully<br />
flowing lines highlighted by a classic long hood/short<br />
rear deck proportion and a subtle “Coke bottle” effect<br />
aft of the doors.<br />
The Riviera did much to change the image of Buick as<br />
a staid, conservative brand. With its comparatively racy<br />
styling and dimensions that were much shorter and<br />
narrower than the full-size Buick models, the Riviera felt<br />
downright sporty behind the wheel. That feeling was<br />
reinforced by the power from its standard 401-cubic-inch<br />
Nailhead V-8 or the optional 425-cubic-inch engine.<br />
Curiously, the 425 engine carried a sticker that read “Wildcat<br />
465,” and in a break from convention, the 465 didn’t denote<br />
the engine’s displacement or horsepower rating, but the<br />
torque rating (the horsepower rating was 340).<br />
Inside, the Riviera continued to defy the public perception<br />
of Buick, with standard front bucket seats, a center<br />
console, floor-mounted shifter and a jet-age-inspired<br />
instrument panel.<br />
About 40,000 examples of the 1963 Riviera were sold,<br />
and it remains one of the most sought-after non-muscle<br />
cars of the 1960s. With its classic Bill Mitchell styling and<br />
perfect proportions, it’s easy to understand why it<br />
interests enthusiasts and collectors.<br />
from the pressure of industry change, the Riviera<br />
emerged a diamond. n<br />
A BOX THAT’S WORTH<br />
A THOUSAND PHOTOS<br />
A future TSS customer takes the <strong>ACDelco</strong> box for a<br />
spin at the legendary Indianapolis Motor Speedway.<br />
The <strong>ACDelco</strong> box visits<br />
South Africa, expecting<br />
lions and tigers, but<br />
finds only penguins.<br />
<strong>ACDelco</strong>’s great parts are found throughout the<br />
world. Now it’s your turn to show us where. grab<br />
any <strong>ACDelco</strong> part box off the shelf and take it with<br />
you wherever you go. Snap a photo of the<br />
<strong>ACDelco</strong> box, then send it to Intune for a chance<br />
to see it in our next issue.<br />
Send photos electronically to:<br />
intune@leoburnett.com<br />
Or mail to:<br />
Leo Burnett Detroit<br />
Attn: Intune – Bree Erin Brownlee<br />
3310 West Big Beaver<br />
Suite 107<br />
Troy, MI 48084<br />
The easy-riding <strong>ACDelco</strong> box is ready for a wind-blown ride—as soon as a square helmet is found.