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More Choose Duralast Parts* COMMITMENT TO TRAINING HOW TO BUILD A DESTINATION AUTOMOTIVE REPAIR BUSINESS 20 ADVANCING THE AUTOMOTIVE SERVICE PROFESSIONAL SINCE 1899 JANUARY 2020 VOL. 139, NO. 1 // MOTORAGE.COM MORE TECHNICIANS CHOOSE DURALAST PARTS* “ MY CUSTOMERS WANT TO DRIVE OUT OF HERE FEELING AS CONFIDENT IN THEIR CAR AS THE DAY THEY DROVE IT OFF THE DEALER’S LOT.” JEFF O. | TECHNICIAN | 27 YEARS OF EXPERIENCE Duralast OE Quality In Over 20 Part Categories. Learn more at DURALASTPARTS.COM * Source: Proprietary Consumer Study of Automotive Aftermarket Parts Conducted by The NPD Group, 2019. (\[VAVUL0UJ(SSYPNO[ZYLZLY]LK(\[VAVUL(\[VAVUL +LZPNUHUK+\YHSHZ[HYLYLNPZ[LYLKTHYRZVM(\[VAVUL0733*VYVULVMP[ZHMÄSPH[LZ 28 POWERING UP YOUR HYBRID THE TRAINER: Many hybrids are outside their warranty “SEEING” THE periods — meaning a service opportunity! SOURCE OF 22 A LOOK AT THE RAM UNDERHOOD 1500 ETORQUE NOISE Hybrid technology spreads to the 56 light-duty truck DURALAST PARTS ARE OE OR BETTER QUALITY. EVERY PART, EVERY TIME. FULL LINE OF DURALAST PROVEN TOUGH PARTS DURALAST GOLD • DURALAST MAX • BRAKES COOLING VEHICLE STABILITY & RELAYS CONTROL BRAKE PADS •• RADIATORS SENSORS SHOCKS BRAKE ROTORS • WATER PUMPS DIRECT & INJECTOR CONTROL MODULES BRAKE SHOES WATER PUMP FAN LOADED STRUTS CLUTCH KITS • DIESEL FUEL INJECTORS BRAKE DRUMS STARTING & CHARGING WATER PUMP ELECTRONIC BRAKE CALIPERS TIMING KITS STARTERS • THROTTLE BODIES MASTER & WHEEL THERMOSTATS • ALTERNATORS • CYLINDERS ADDITIONAL OFFERINGS THERMOSTAT KITS POWERSPORT, BRAKE BOOSTERS LAWN & GARDEN WIPER BLADES FAN CLUTCHES BRAKE LINES & HOSES BATTERIES • BELTS (TIMING, V-BELT, WATER OUTLETS MARINE & HD SERPENTINE) CHASSIS BATTERIES TENSIONERS AUTOMOTIVE BATTERIES BALL JOINTS • TIMING COMPONENTS DURALAST PROPOWER VEHICLE ELECTRONICS CONTROL ARMS TIMING SETS & KITS DURALAST PROPOWER DISTRIBUTORS, CAPS, TIE ROD ENDS • PLUS ROTORS • CV AXLES • SWAY BAR LINKS • DURALAST PROPOWER IGNITION COILS, U-JOINTS ULTRA MULTIPACKS, IDLER ARMS • & MODULES MOTOR/TRANSMISSION PITMAN ARMS • DURALAST PROPOWER MOUNTS AGM SPARK PLUG WIRES • CENTER LINKS FILTERS COIL-ON-PLUG BOOTS (FUEL & TRANSMISSIONS) DRAG LINKS SWITCHES CLUTCH KITS HUB ASSEMBLIES CLUTCH MASTER & BEARINGS & SEALS SLAVE CYLINDERS DURALASTPARTS.COM COMMITMENT TO TRAINING HOW TO BUILD A DESTINATION AUTOMOTIVE REPAIR BUSINESS 20 ADVANCING THE AUTOMOTIVE SERVICE PROFESSIONAL SINCE 1899 JANUARY 2020 VOL. 139, NO. 1 // MOTORAGE.COM TO CHARGEINSIDE: MORE FOR SERVICE 3 SURE-FIRE 10WAYS 34 PREPARING FOR AN EV FUTURE Service, training,t i i ttoolingli andd ddiagnostici ti considerationsid for EV repair and service for the independent market 28 POWERING UP YOUR HYBRID THE TRAINER: Many hybrids are outside their warranty “SEEING” THE periods — meaning a service opportunity! SOURCE OF 22 A LOOK AT THE RAM UNDERHOOD 1500 ETORQUE NOISE Hybrid technology spreads to the 56 light-duty truck Talk Shop Anytime JANUARY 2020 ADVANCING THE AUTOMOTIVE SERVICE PROFESSIONAL SINCE 1899 VOL. 139, NO. 1 // MOTORAGE.COM OPERATIONS PROFIT MOTIVE 10 THREE SURE-FIRE WAYS TO CHARGE MORE FOR SERVICE Customers are willing to pay more for a memorable experience CHRIS “CHUBBY” FREDERICK // Contributing Editor 12 HOW TO CREATE A PATH TO LEADERSHIP Leadership development 3.0 DAVID ROGERS // Contributing Editor 22 FINANCIAL FIGURES 14 MANAGEMENT DEVELOPMENT IS A PROCESS, NOT A SEMINAR In Part 1 of this series, we examine the lack of TECHNICAL proper business training BOB GREENWOOD // Contributing Editor 22 A LOOK AT THE RAM 1500 ETORQUE SHOP PROFILE Hybrid technology spreads to the light duty truck. 16 VETERAN NETWORK TRACY MARTIN // Contributing Editor These techs are helping get reliable transportation to those 28 POWERING UP YOUR HYBRID who have helped our country Many hybrids today are outside of their warranty periods — ROBERT BRAVENDER // Contributing Editor meaning a service opportunity for you if you’re prepared DAVE HOBBS // Contributing Editor ASA INSIGHT 18 CONGRESS TAKES NEXT STEP WITH DATA 34 PREPARING FOR AN ELECTRIC PRIVACY PROTECTION VEHICLE FUTURE Why does this matter to independent automotive repairers? Service, training, tooling and diagnostic considerations for EV ROBERT REDDING // Contributing Editor vehicle repair and service for the independent market DAVE MACHOLZ // Contributing Editor 40 TACKLING HYBRID ISSUES My shop sees many hybrid vehicles that offer plenty of opportunity to master these repairs — learn from our experiences! G. JERRY TRUGLIA // Contributing Editor 16 44 STATISTICAL DIAGNOSTICS — PRO OR CON? With a growing data base of “known fi xes,” are the days of the diagnostician numbered? PETE MEIER // Director of Training 48 RESOURCEFULNESS AS A DIAGNOSTIC TOOL Tackliing a “no start” complaint is typically straightforward — 20 HOW TO BUILD A DESTINATION unless the “no start” is a total loss wreck! AUTOMOTIVE REPAIR BUSINESS MIKE REYNOLDS // Contributing Editor Make your shop one where talented people want to 56 “SEEING” THE SOURCE OF invest their careers UNDERHOOD NOISE CHRIS CHESNEY // Contributing Editor Isolating the source of underhood growls and whines + SOCIAL INSIGHTS, WATCH & LEARN, can be subjective, so why not use your scope to positively TRAINING EVENTS identify the culprit? PETE MEIER // Director of Training SEARCHAUTOPARTS.COM VOL.139.01 1 IN EVERY ISSUE MOTORAGE.COM PO Box 3257 // Northbrook, IL 60065-3257 Phone: 877-382-9187 EDITORIAL STAFF BUSINESS STAFF MICHAEL WILLINS JIM SAVAS GROUP CONTENT DIRECTOR VICE PRESIDENT/GENERAL MANAGER [email protected] (440) 891-2604 TERRI MCMENAMIN KRISTA MCNAMARA GROUP PUBLISHER CONTENT CHANNEL DIRECTOR [email protected] [email protected] (440) 891-2646 (610) 397-1667 4 CHELSEA FREY DAVID PASQUILL SENIOR ASSOCIATE EDITOR COMMERCIAL FINANCE PARTNER [email protected] (440) 891-2645 SOFIA RENTERIA 4 INDUSTRY NEWS PETE MEIER ASE BUSINESS ANALYST DIRECTOR OF TRAINING ICAHN AUTOMOTIVE GOES BACK TO SCHOOL [email protected] JILLENE WILLIAMS AT ALFRED STATE STEPH BENTZ SALES COORDINATOR ART DIRECTOR KAREN LENZEN TECHFORCE NAMES 2019 TECHS ROCK STALIN ANNADURAI SR. PRODUCTION MANAGER GRAND PRIZE WINNER SENIOR DESIGNER JAMES HWANG (218) 740-6371 EDITORIAL DIRECTOR, ASE STUDY GUIDES TRACY SKALLMAN AUTOMOTIVE PRODUCT GUIDE [email protected] 53 AUDIENCE DEVELOPMENT MANAGER (714) 513-8473 (218) 740-7204 AD INDEX CONTRIBUTORS 54 TSCHANEN BRANDYBERRY ROBERT BRAVENDER CHRIS CHESNEY SPECIAL PROJECTS EDITOR MARKETPLACE CHRIS FREDERICK 55 DAVE HOBBS DOMESTIC SALES JOHN D. KELLY MIDWEST & WESTERN STATES, TONY MARTIN DAVE MACHOLZ CLASSIFIED SALES SCOT MANNA MICHAEL PARRA RICHARD MCCUISTIAN [email protected] ONLINE EXCLUSIVE MIKE MILLER ALBIN MOORE (704) 919-1931 ERIC OBROCHTA ILLINOIS, EASTERN & SOUTHERN STATES WIRING SCOTT SHOTTON PAUL ROPSKI BERNIE THOMPSON DIAGRAMS G. JERRY TRUGLIA [email protected] (312) 566-9885 This is your behind-the- Fax: (312) 566-9884 scenes look at how updates PRINTED IN U.S.A. OHIO, MICHIGAN & CALIFORNIA to Mitchell 1 wiring diagrams make them easier to follow. LISA MEND Watch at MotorAge.com/wiringlook [email protected] SUBMISSIONS: (773) 866-1514 Motor Age welcomes unsolicited articles manuscripts, photographs, illustrations REPRINT SERVICES and other materials but cannot be held Licensing and Reuse of Content responsible for their safekeeping or return. WEB EXCLUSIVES // MOTORAGE.COM Contact Wright’s Media at MEMBER OF: [email protected] or call 877-652-5295 for more information. DISCOVER AUTOMOTIVE TECHNICAL CUSTOMER SERVICE INFORMATION FROM MPA For Subscription Inquires or Changes Technicians demand the latest technical information for Email – [email protected] vehicles on the road today. MPA now offers innovative or Call 800-240-1968 technical repair information that covers vehicle specifi c system issues, general installation best practices and tech articles from ASE certifi ed Master Technicians. Motor Age (Print ISSN: 1520-9385, Digital ISSN: 1558-2892) is published monthly, by UBM LLC, 325 W. 1st Street, STE 300 Duluth, MN 55802. Periodicals postage paid at Duluth, MN 55806 and additional mailing offices. POSTMASTER: Send address changes to Motor Age, P.O. Box 6019, Duluth, MN 55806- MOTORAGE.COM/MPA 6019. Please address subscription mail to Motor Age, P.O. Box 6019, Duluth, MN 55806-6019. Canadian G.T.S. number: R-124213133RT001. One-year rates for non-qualified subscriptions: U.S. $70.00; Canada/Mexico $106.00; International surface $106.00. ©2020 UBM. All rights reserved. No part of this publication may be reproduced or transmitted in any form or by any means, electronic or mechanical including GOING SOCIAL: WHERE YOU by photocopy, recording, or information storage and retrieval without permission in writing from the publisher. Authorization to photocopy items for internal/ HAVE TO APPEAR educational or personal use, or the internal/educational or personal use of specific clients is granted by UBM for libraries and other users registered with the Copyright Clearance Center, 222 Rosewood Dr. Danvers, MA 01923, 978-750-8400 fax 978-646-8700 or visit http://www.copyright.com online. For uses This is your chance to get a fresh look at social media beyond those listed above, please direct your written request to Permission Dept. fax 732-647-1104. with industry experts from the automotive segment and UBM provides certain customer contact data (such as customers’ names, addresses, phone numbers, and e-mail addresses) to third parties who wish to promote relevant products, services, and other opportunities that may be of interest to you. If you do not want UBM to make
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