Phone Skills Staying Safe As Testing Programs End

Finding O2 Sensor Faults As testing programs end, shops need to be proactive

APRIL/MAY 2019 Phone Skills Sending the right signals to potential customers

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HavolineProDS_JOY_CARS.indd 1 2019-05-01 9:45 AM APRIL/MAY 2019 | VOL. 5 NO. 2 CANADIAN AUTO REPAIR & SERVICE MAGAZINE Boost Your Shop 24 Profits

FEATURES Management: Phone sense Get this 21 Communication technology may be changing… but phones are still a vital part of your business. Are you sending the right signals? complete Shop Shop Feature: Oxygen sensors Management 22 As emissions testing goes away, you’re going to have to be more vigilant to Software ensure that your customers’ vehicles aren’t polluting. • User friendly invoicing Tech Feature: Hybrid Tools 24 For safety’s sake, make sure you’re equipped with the right tools and knowledge • Full accounting module before you get elbows deep in today’s hybrid vehicles! • Free updates & support • Customer Retention Module (CRM) COLUMNS • Much, much more! Service Notes 5 It will take multiple approaches to solve our labour shortage.

It’s Your Turn 15 Building your work force: Hire for attitude… train for skill.

Greenwood’s Garage 16 The aftermarket is evolving. You need to keep up!

DEPARTMENTS Call us for a Letters...... 7 Eye Spy...... 7 In the News...... 9 FREE By the Numbers ...... 12 tryout at Baywatch ...... 26 1-800-268-4044 Advertiser Index ...... 29 15 The More Things Change ...... 30 www.vlcom.com www.autoserviceworld.com 1349 MA 2019 copy.pdf 1 2/14/19 10:44 AM

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CANADIAN AUTO REPAIR & SERVICE MAGAZINE

EDITOR | Allan Janssen There is no master key (416) 578-1586 [email protected] CONTRIBUTORS | Bob Greenwood, The current tech shortage is a human resource crisis that Renée Montague, Marc Sleaford threatens to cripple our industry. We need meetings like this.

ART DIRECTION | Tim Norton/Elaine Borg By Allan Janssen (416) 614-5810 [email protected]

DIRECTOR OF BUSINESS The Automotive Service Association all answer. They understand that there DEVELOPMENT | Peter Bulmer held a ‘Talent Recruitment & Retention’ are many different strategies for solv- (416) 605-5346 [email protected] Panel Discussion at its annual meeting this problem. You’ve heard some QUEBEC & EASTERN CANADA ing at the end of April in Dallas. of them, but not all of them. And there SALES DIRECTOR | Denis Arsenault I must admit that I was hit by a wave are variations on those themes, some (514) 947-7228 [email protected] of skepticism when it was announced. of them not even fully worked out yet. ADVERTISING PRODUCTION MANAGER, This wasn’t the first such event I’d It goes without saying that each strat- PRINT/DIGITAL | Rosemary de Freitas been invited to… and I’m sure it wasn’t egy will work for a subset of shops, and 416-510-6844 [email protected] the last. each variation will attract only certain CIRCULATION MANAGER | Lilianna Kantor At each panel, workshop, or sympo- potential technicians. (416) 614-5815 [email protected] sium dedicated to this persistent prob- On page 15 of this issue, you'll hear lem, I’d sit on the edge of my chair, an idea from London, Ont. shop owner CARS magazine is published six times a year by Newcom Media Inc., 5353 Dundas St W. Suite 400, Toronto, ON, M9B 6H8. The magazine pencil poised for a brilliant solution Marc Sleaford. He has implemented a serves the Canadian automotive repair and service industry. to reveal itself. But after 90 minutes of new strategy for hiring workers, and Subscriptions are free to those who meet the criteria. For others: single copy price: $7.00 plus tax; one-year subscription in Canada: comments and responses, with the fostering continuous improvement in $53.95 plus applicable tax; 2-year subscription in Canada: $84.95 plus applicable tax; one-year subscription in U.S: US$95.95; single copy tone in the room slowly rising to full-on his shop. He'd be the first to tell you it's price: US$10.00; one-year subscription in all other countries: US$97.95. Copyright 2019. All rights reserved. The contents of this frustration, I would leave without any not the only way to go. It is just one publication may not be reproduced by any means, in whole or in part, new wisdom to pass on to you. path of many that shops can take. without prior written consent of the publisher. The advertiser agrees Otold protect the publisher against legal action based upon libelous or The answer had evaded us once We are faced with multiple locks on versioninaccurate statements, unauthorized use of photographs, or other material in connection with advertisements placed in CARS. The again, I would think. multiple doors and a keychain full of publisher reserves the right to refuse any advertising which in his opinion is misleading, scatological, or in poor taste. Postmaster: send Now I see that I was thinking about random keys. address changes and undeliverable Canadian addresses to Circulation this problem all wrong. There is no master key, folks. Dept., CARS, 5353 Dundas St W. Suite 400, Toronto, ON, M9B 6H8. There is no one-size-fits-all answer The benefit of a forum where all the to the current shortage of skilled available keys are examined one by labour. Even if you put together a one is that you will hear some of the

MEDIA INC. superstar panel of technicians, shop strategies that have worked for some New owners, experts, and consultants, you shops. If it won’t work for you, that’s versionsVP, PUBLISHING | Melissa Summerfield VP, EDITORIAL | Rolf Lockwood still won’t find something that works fine. Maybe a variation will work for PRESIDENT | Joe GlionnaMEDIA USA INC. for everyone. you. Or maybe something entirely dif- CHAIRMAN | Jim Glionna I’ve come to realize that the point of ferent will. It is certainly possible that CORPORATE OFFICES all these meetings, conferences, pan- complementary pieces of several dif- MÉDIA QUÉBEC INC. HEAD OFFICE els, and forums is not to find THE solu- ferent approaches will turn out to be 5353 Dundas Street West, Suite 400, Toronto, ON M9B 6H8 tion. It is to find A solution. One that exactly what you need. Telephone: 416-614-2200 fits your shop, in your community, The trick is to keep listening and Facsimile: 416-614-8861 appealing to your labour market. apply what you think will work for you. This most recent panel, organized As Molla put it, the forum was Member of the Audit Bureau of Circulations Newcom Media – Publications at by ASA, was led by Jeremy O’Neal, designed “to provide one or two nug- 5353 Dundas Street West, Suite 400 Customer Number: 4006214 owner of AdvisorFix, and Tony Molla, gets that will help get a handle on where Publication Mail Agreement #40063170 Print edition ISSN 2368-9129 ASA’s vice president for industry rela- to find the talent we need to succeed.” On-line edition ISSN 2368-9137 tions. They’re both great guys who are Success is finding a nugget or two. committed to the industry. But they Pick up enough nuggets and you’ll have didn’t bring the answer to the tech an ounce of gold to take to the bank. shortage problem. If they had the answer, they’d have delivered it long ago… and probably gotten rich from it. Please tell me what you think. Write to They never promised a one-size-fits- me at [email protected]. www.autoserviceworld.com April/May 2019 5 THE NUTS AND BOLTS OF

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YourMechanic has a tough road ahead of it AIA associate program was a good move for the industry The recent article about YourMechanic AIA Canada’s Automotive Service Associate Program for repair shops (ASAP) (News, March 2019) makes me think is a great idea and will surely help the industry and the shops as well. To those they’re setting themselves up for huge who have advocated for some form of this, thank you! failure. There’s a very small market for Ron Brown, Retired, Auto Know Inc. mobile auto repair and service. It is not a volume business. Their idea is just flawed in so many ways, starting It takes a special tech equipment? As a shop owner, I wish

with the challenge - to do mobile repairs them luck because this will be a diffi-

inability to turn wrenches,” Rodio pointed out. “It’s because a lot of tech nicians don’t interface with customers they will have find- very much. They’re in the back, and it’s There are many things to con- cult hill to climb. the service advisor or shop owner that NEWS talks to the customers. Our mechanics - are our brand, so they have to be able to interact with customers. There are YourMechanic brings its mobile soft skills that we look for.” Bob Ward, The Auto Guys, ing technicians. The George Marji, a Toronto-area tech sider in getting something repair servicesBy to Allan Canada Janssen nician who has been licensed for 15 years, joined YourMechanic late last Aggressive expansion plans to target fleet managers as well as year as, one of the company’s first tech- individual car owners. nicians in Canada. last time I tried to He believes mobile work is the wave like YourMechanic off the St. Thomas, Ont. of the future. “I definitely see this becoming more common,” he said. “It is the future of automotive repair. A lot of people don’t have the time to go to a shop and spend hire a few more good a few hours there. We’ll come to you ground. It takes a special while you continue to do what you have to do at home or the office. Our customers absolutely love it.” He said business was slow in the early techs, I spent $1,000 days – mostly due to the weather and the type of person to be a YourMechanic just won’t time of year – but things are really picking up. And he enjoys the flexibility of the job and his direct interaction with customers. Marji said he has not found it difficult over six months trying to work without major service equipment mobile technician. They work in Canada like lifts, compressors, and tire machines. “I would say 90 to 95 per cent of repairs can be done on the ground,” he said. “Cordless tools have come such a long way that we don’t even need an air to find applicants for compressor anymore.” will be required to per- Given the time and the equipment powered by an army of freelance YourMechanic charges the customer Toronto technician George Marji joined YourMechanictechnicians. last year. The mobile repair service directly for menu-priced services. All plans to bring more Canadian cities online as demandIncreasingly increases. the company plans to labour times are industry standard, and focus on fleet work. an extensive database of work orders has jobs offering $35 an hour YourMechanic, a U.S.-based mobile car “Like most people in auto, we believe fine-tuned the pricing structure. Parts form the tasks of a busi- needed to repair a vehicle properly, not repair network, has raised $10 million car ownership is changing, and there pricing is based directly on wholesalers in funding to enter the Canadian market. will be less individual car ownership prices. Parts are never sourced from The online service, which connects and more ride-share, car-share and junkyards or auto-recyclers. And while car owners with mobile mechanics, fractional type of ownership. We want consumers are welcome to supply their provides more than 800 maintenance, to service any car, anywhere, any time, own parts, that voids the company’s to start, with a 40-hour a diagnostic, and repair services in cities under any model,” YourMechanic 12-month, 20,000 km (whichever comes ness owner, service to mention the municipal bylaws about across the U.S. Since December, it has president and CEO Anthony Rodio told first) warranty. been operating in Toronto, with plans CARS magazine. “We have found that to scale to other Canadian cities as having a platform of consumer work augmented by fleet work is key to Read more at… consumer awareness and demand 7 week guarantee – that’s increases. having happy mechanics, and happy www.tinyurl.com/CARS-YourMechanic advisor, and techni- working on vehicles in residential The company also plans to add new mechanics are key to happy customers.” March 2019 services designed to attract more rental He said attracting technicians is not companies, rideshare operations, and a problem. In fact, he said the company corporate and government fleet turns away nine out of 10 applicants. - managers. “That’s not generally because of an almost $73,000 a year. Only Founded in 2012 and headquartered cian. All of these areas, I don’t think YourMechanic will in Mountain View, Calif., the company sees itself as an alternative to tradi tional brick-and-mortar repair shops, two mediocre resumes came www.autoserviceworld.com qualifications are very work in Canada. I can’t imagine trying in. If YourMechanic thinks hard to find, let alone all together in to change an alternator in minus-20- they can find people to work one person. Who will deal with a war- degree weather, especially if you have long hours, including on weekends and ranty job? Who will deal with a misdi- to pull the rad or the AC compressor in the bad weather months, they’re agnosis? Who will deal with a client or the bumper! Maybe it would work crazy. It just will never work in a north- who only wants an inspection? Who in the southern U.S., but not here. ern climate. pays for all of the expensive tools and Trevor Roberts Dan Lazin, Owner, Advanced Auto, Puslinch, Ont.

Our climate doesn’t lend itself to outdoor repairs Good luck to YourMechanic! Where Holding things up are they going to find technicians? I can’t find them now, let alone ones Technician Cliff Berg at Vanderkemp Sales and with great communication skills and Service in Powell River, B.C., recently found an ability to work outdoors on wet “one of those fancy fuel tank straps” under a days, or on a creeper inches off the 2003 Chevrolet Silverado 2500HD 6.6.L. It was ground with frozen wrenches in their clear from the rust on the strap and clasp that hands! And what about the customers’ it had been there for a few years. According driveways? There’ll be upset custom- to service manager Dan Reid, the customer ers when they see the mess left behind. explained that it had seemed like a cheap and How will they tackle the many jobs that easy fix at the time. But he allowed Cliff to require a hoist? I don’t think it will ever replace it with a proper metal strap. fly here in our climate. Have an interesting picture to share? Send a Peter E. Kasala, Cormier Auto Repair, high-resolution image to [email protected] Trenton, Ont.

What’s on your mind? We want to hear from you about anything you read in CARS magazine. Send your email to [email protected]

www.autoserviceworld.com April/May 2019 7 Turn to us for Steering & Suspension Just like our fuel management parts, every Delphi Technologies Steering & Suspension part is tested to the extreme. In fact, our parts are tested to withstand temperatures below -40° F and over 248°F, helping to ensure reliable performance even under the harshest conditions. They’re also exposed to 720 hours of salt spray for optimum corrosion protection.

NA_CARS_STEERING_&_SUSPENSION_8.375x11_04_17_19.indd 1 4/17/2019 3:19:12 PM NEWS Mister Transmission looks to the future

Turn to us for Steering & Suspension

Just like our fuel management parts, every Tony Kuczynski, president and CEO of Mister Transmission, addresses a roomful of technicians at the company’s annual conference. Delphi Technologies Steering & Suspension part is tested to the extreme. In fact, our parts are By Allan Janssen master evolving vehicle technologies threats). Attendees at the AGM heard tested to withstand temperatures below -40° F and including CVTs and hybrid vehicles. the results of the analysis and listened After nearly two years of town hall meet- Addressing these strategic priorities will to presentations from the company’s over 248°F, helping to ensure reliable performance ings, fact-finding, surveys, and analysis, be critical for our long-term success.” closest suppliers and venders. even under the harshest conditions. They’re also exposed executives of Mister Transmission have The strategy comes after a thorough “I’m excited about where we’re at, unveiled a strategy to propel the com- SWOT analysis (looking at strengths, where we’re going, and what the future to 720 hours of salt spray for optimum corrosion protection. pany forward. weaknesses, opportunities, and holds,” Kuczyski said. In the face of rapidly changing automotive technology and a growing skilled labour shortage, president and Mister Transmission executive CEO Tony Kuczynski says the company publishes self-help book needs to adapt. “Every company I’ve worked with – You’d be forgiven for thinking the protagonist in the new self- and I’ve worked with some of the best help book “Fly Free” bears more than a passing resemblance to – they’ve all had challenges. The ones its author, Randy Moore. that are successful do one thing and Like the fictional Thomas Marks, Moore is an impossibly opti- they do it very well. They evolve. They mistic motivational speaker, author, and businessman who’s keen to share the change and they adapt,” he said at the secrets of success. company’s annual general meeting and Moore, the freshly retired former president and CEO of Mister Transmission, conference in Mississauga. has put pen to paper to share nuggets of wisdom drawn from a career of reading He said the company will unroll new trends, anticipating change, and growing a business. programs, alliances, and initiatives to The bulk of the story takes place at 35,000 feet, as Moore’s protagonist coun- help franchisees thrive in the coming sels a young mother during a long flight, encouraging her to follow her life-long years. Among them, new business and dream of becoming a commercial airline pilot. Throughout, he is warm, sage, services, more focused technical and and relentlessly positive. Anyone who knows the veteran aftermarket executive management training, and improved and former president of AIA Canada will say that sounds just like Moore. internal networking. Above all else, Moore encourages people to follow their dreams, not dwell in Kuczynski said, “Recruiting, training the land of “Someday I’ll” or succumb to the “Terror Barrier.” and retaining technical staff is our num- Fly Free is published by Leading Edge Press, and available at bookstores for ber one strategic priority. Equally $19.95 or through Moore’s website at www.randallmoore.ca. – Allan Janssen important is our ability to continue to

NA_CARS_STEERING_&_SUSPENSION_8.375x11_04_17_19.indd 1 4/17/2019 3:19:12 PM NEWS

Studies show changing attitudes toward car buying

Higher-priced cars are pushing U.S. con- and Canada,” Cox reports. “Later tar- sumers into the used car market, a new iffs affected many Chinese compo- study from Cox Automotive has found. nents, especially electronics on new The 2019 Cox Automotive Car Buyer vehicles. Luxury cars and crossover Journey study found that as the price vehicles are heavily dominated by of new vehicles continues to increase imports and are particularly sensitive – the average price paid for a new to tariff legislation.” vehicle purchased in December 2018 That’s not the only bad news for car was US$35,671 – more buyers are manufacturers. turning to used-car lots to fulfill their Other recent Cox findings show that mobility needs. 70% of consumers who purchased a Isabelle Helms, vice president of research According to this most recent study, vehicle from a franchise dealer did not and market intelligence at Cox Automotive nearly two-thirds of car shoppers (64%) return to that dealer for service busi- are now leaning toward a used vehicle. ness in the subsequent year. The higher new-car prices are due, “They are taking their service busi- service leakage is just not something in part to recent tariffs, which Cox ness elsewhere,” said Isabelle Helms, they can afford long term.” Automotive calculates has added 2% vice president of research and market The value of the lost revenue for deal- to the sticker. intelligence at Cox Automotive. “That’s erships has been pegged at $266 billion “Initially, tariffs were on steel and a big missed opportunity for dealers a year, approximately $15.9 million aluminum sourced worldwide, includ- and with 49% of dealership profitabil- annual lost revenue per franchise ing from trading partners in Mexico ity coming from fixed operations, dealer in the U.S.

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10 April/May 2019 www.autoserviceworld.com NATA elects new ALI makes Lifting It Right training available president, restates through subscription support for CASIS The Automotive Lift Institute (ALI) is making its popular “Lift It Right” safety Ronald Tremblay, owner of The Garage course available online, with a new stu- in Vancouver, B.C., has been elected the dent rate of $10, and a facility-wide sub- new president of the National Automotive scription for $240 per year. Trades Association. “Everyone should have access to train- The association met in Toronto to ing on the proper use and care of vehicle welcome new members and reconfirm lifts, and we believe that our Lifting It its commitment to the Canadian Right manuals and online course have helped save lives and prevent injuries,” said Automotive Service Information ALI president Bob O’Gorman. “By making the online course more accessible, we Standard (CASIS). hope to help protect even more people.” Tremblay said he's confident that technicians are being helped by CASIS. “The role of NATA in recent years has been to ensure that there is fairness and OCOT drops most member fees equity in the automotive repair indus- Fees no longer need to be remitted to the defunct Ontario College of Trades, while try so that the aftermarket’s ability to the provincial government sets up a replacement licensing and regulating system. compete is not hampered,” he said. Fees were eliminated for apprentices, journeyperson candidates, and tradesper- “We are encouraged by our relation- sons (for whom licensing is not mandatory), and cut in half (to $60 a year) for ship with manufacturer associations.” journeypersons that require licenses, such as automotive service.

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www.autoserviceworld.com April/May 2019 11 16236_Monroe Walker_Spring Print_Cars Trim: 8.375" W x 11" H • Bleed: .25" • Live: .25"

By the NUMBERS Stats that put the North American automotive aftermarket into perspective. US$55.3 Billion Amount spent 56% on research and 90% Percentage of development in 2018 by Percentage of transmission failures consumers who automotive companies stemming from an overheating would have to on the list of the top 20 condition that can often be blamed borrow from a R&D spenders worldwide. on transmission fluid that should line of credit, a Volkswagen topped the have been replaced. family member, or a friend in order automotive companies, with $15.8 Automatic Transmission Rebuilders Association to pay for a $1,000 repair. billion set aside for R&D, followed AdvantageWon by Toyota (10 billion), Ford ($8 billion), General Motors ($7.3 billion), Daimler ($7.1 billion), and Honda ($7.1 billion). Capital IQ data, Thomson Reuters Eikon, Strategy& (a PWC company) 2X 11.7 Years 9.71 Years In a controlled study, shops that Average age of U.S. cars and light Average age of Canadian cars and replaced batteries only when trucks on the road in 2017. light trucks on the road in 2017. customers complained of power Auto Care Association Factbook 2019 AIA Outlook Study 2018 issues sold 7 batteries for every 100 cars. When the same shops proactively tested every battery, Percentage of customers at U.S. independent repair they sold 14 batteries for every shops who said they were “Satisfied” or “Very Satisfied” 100 cars, plus found 21 additional with the service in 2018. That’s down from 81% in 2015. battery-sale opportunities that The same decline was seen at dealerships (76%, down consumers deferred to a future visit. The Walker Fit—it means engineering that delivers precision fit, form and performance 77%from 81%), specialist shops, quick lubes, body shops, and tire stores. East Penn Manufacturing study 2018 Cox Automotive Service Industry Study that fits every time. It means you get the coverage you need and that feeling of

satisfaction when the part fits right the first time. And Walker® fits the way repair 1.985 million 12 MILLION shops and garages work with warranty protection, marketing support, education Number of new vehicles sold in Canada in By 2024, the number of light vehicles 2018, down 2.6 per cent from the record in North America expected to have and troubleshooting for the professionals we serve, the men and women who 2.039 million vehicles sold in 2017. embedded virtual personal assistant DesRosiers Automotive Consultants technology care about exhaust systems as much as we do—that’s The Walker Fit. with speech recognition 17.274 million software. Number of new vehicles sold in the IHS Markit U.S. in 2018, up 0.3% from the 17.230 million sold in 2017. MarkLines Data Center

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WE TOUCH™ RUN BETTER At Valvoline we believe everything should run at peak performance. For us, that means supplying best-in-class automotive and engine maintenance products and services to our customers. It means being relentlessly focused on innovating through our hands-on approach. That also means driving profitability for you; our trade customers and channel partners.

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©2018 ValvolineTM Trademark. Valvoline and its subsidiaries, registered in various countries. All trademarks shown are used with the permission of their respective owners. IT’S YOUR TURN Got an opinion? We’ll happily give you a page to get it off your chest! Send your rant to [email protected]

are the perfect candidates to take a chance on, regardless of their automotive-related experience. These are the people worth investing in. Empower them to take their career where they want it to go. They will not disappoint you. Once you’ve got a good team in place, you can start a “pay it forward” training model. This works well for both the technicians and for the business. Let your staff know that each position in the business has tremendous value, demands a unique set of skills, and comes with its own responsibilities. Put everyone in charge of training and mentoring the next person in line. For example, it is the responsibility of our senior technician to constantly train our newly licenced technician, who is responsible for training our apprentice, who is responsible for training the clean-up/tire tech. This model allows all the employees to learn and Building your practice their leadership, technical, and interpersonal skills. It encourages maturity and professionalism, as well own superstars as teamwork. This also serves as a cost-effective way to replace any technician when Why changing the way we brings long-term pay offs. necessary, without having to scramble. hire makes sense for an In the old days, when finding good There will always be someone next in techs wasn’t as difficult, many of us line who is trained and can fill the void. industry like ours. would know just by looking at a resume, This allows you to always hire at the By Marc Sleaford without even meeting the applicant, if entry level, the easier position to fill. they’d work out or not. But when you’re There is so much more to techni- How do you find good technicians? hiring entry-level employees, work-re- cian retention than simply offering a It’s a question I’ve been asked a lot lated experience is almost guaranteed great wage and benefits. Today’s tech- in the past year or so. Whenever I’m to be lacking. nicians need to know their work is talking to other shop managers and These days you have to hire for atti- important to the overall success of owners, the topic seems to come up. tude, and train for skill. the business. They need to know that In my experience as a shop manager, It starts with giving applicants the what they do matters. good technicians are nearly impossible benefit of the doubt and making extra Giving every technician a defined to find. Those that really excel at their time for detailed interviews that will role with the responsibility to train their job are usually well looked after and uncover their true potential. replacement fills your shop with ambi- are not interested in finding a new You’re looking for candidates who tious and successful employees. place to work. As the old saying goes: take their goals seriously. I always the good ones aren’t looking, and the start by asking, “Is this what you want ones that are looking aren’t good. to do for the rest of your career?” If To me, the answer is to grow your the answer is yes, my follow-up ques- Marc Sleaford is store own technicians. You will need to have tion is, “Why?” manager at Fountain lots of patience but changing the way People with good answers to those Tire London Westmount, you hire is a long-term investment that questions, and good attitudes to match, London, Ont. www.autoserviceworld.com April/May 2019 15 GREENWOOD’S GARAGE

❑ Do you look at wages as a cost to your business?

❑ Do you continuously watch total shop sales, always looking for a higher car count and only feeling good when the Welcome to the New shop is busy? ❑ Do you measure mainly sales per repair order as the key measurement of improvement?

Aftermarket ❑ Do you like to put on specials and sea- sonal sales?

Is your business model Isn’t it amazing how much change has ❑ Do you attend an all-day business the old-and-dying kind? taken place in our industry just in the management class once every two to past three years, and how much dis- three years? Or is it new and vibrant? ruption is entering the aftermarket? Change and disruption will challenge ❑ Do your techs average only 20 to 30 By Bob Greenwood, AMAM shop owners at a truly fundamental hours of technical training per year? level. How you react is a good test of (And is that training always local and whether you’re clinging to an old-and- only at night?) dying business model or thriving with a new and vibrant one. ❑ Do you inspect vehicles with the num- Not sure which side of the equation ber one goal of finding work? you’re on? This quiz might give you a clue. ❑ Do you take only one week of vacation ❑ As the owner of your business, are you – and consider yourself lucky to get still working in the bay? away for that long?

❑ Is your shop understaffed by at least ❑ Are you open six days a week? three people: one in the bays, one at the front counter, and another in the These are but a few traits of the old- back office? and-dying business model. It was quite

16 April/May 2019 www.autoserviceworld.com Shop owners that are pursuing success in the new is extremely important for them to get away from their businesses from time aftermarket have recognized the need to transition to time. In order to keep their heads from being simple managers to true CEOs. clear and maintain their creative energy, I recommend they take at least four weeks of holiday per year – and common in what we should start refer- file is incomplete. preferably six. ring to as “the old aftermarket.” This last point is a key one indeed. Sound like pie in the sky? The math The new aftermarket, on the other Service advisors don’t have to sell work, proves that shops should be able to hand, is characterized by high-tech- they just have to connect with clients manage their clients’ vehicles fully and nology and a much more professional and understand how the client uses professionally within a normal five-day attitude. It demands a very different their vehicle and what they expect from work week. In fact, respecting every- approach to business. it. By being the expert who can help one’s down-time so they can enjoy life, Shop owners that are pursuing suc- clients achieve their goals for their spend time with their loved ones, and cess in the new aftermarket have rec- vehicles, the work sells itself. recharge their batteries, is just good ognized the need to transition from Those working in the new aftermar- shop policy. being simple managers to true CEOs. ket have learned the math and they Everyone – shop owner and staff alike They have moved out of the bays and know that cut-rate pricing and dis- – should be able to enjoy every weekend, away from the front counter. They counts will destroy a shop’s bottom line all their statutory holidays, and ample spend all of their time working “on” the and attract the wrong kind of custom- vacation time throughout the year. business rather than “in” it. They rec- ers. Success is not about being busy; And the money is there to support ognize that having a competent staff it’s about being steady. When the shop that. The average independent shop is is not a cost, but an investment that is steady, the team has a fighting chance missing out on more than $25,000 in pays healthy dividends in net profit. to execute smoothly and exercise com- net profit per bay per year from the They have realigned their staffing plete control over the day’s work. current business coming through their levels, with a service advisor for every These new and vibrant shop owners doors. Top shop owners have learned two technicians, and two bays or lifts attend six to eight days of business where the profit is in their business, for every licensed technician. They’ve classes a year to stay on top of con- and they're going after it! increased the size of the back-office stantly changing management issues. The new aftermarket is an exciting staff with a dedicated person to work And they make sure their technicians place to work. However, it does require with the technicians, focusing on man- are at the top of their games too. change and self-discipline to relearn aging the client base. Techs need at least 100 hours of the business, execute at a higher level, They’ve made changes in the front development a year. They should be and start measuring new metrics. too, giving counter staff authority and thinking now about what classes they’ll The new aftermarket is a true pro- responsibility to monitor the shop’s num- need over the next 12 months. Plans fession with all attendant perks and bers. They know that gross-profit dollars should be made to ensure there’s no benefits. are earned in the bay, through produc- disruption in the shop while the techs If you insist on staying in the old (and tivity. They know that sales numbers are are at these classes – either by booking dying) aftermarket, you’re destined to a much less revealing statistic, measur- fewer clients for those days, or getting stay in the trade. ing activity, not profitability. Activity is additional help in. The classes you and the “busy-ness” that creates top-line your staff need could very well be in sales, whereas productivity creates gross another city, or in the United States. Bob Greenwood is profit, which leads to net profits. Distance can no longer be a deter- an Accredited Master Most of all, they understand that suc- rence to career development. Automotive Manager cess in the new aftermarket hinges on The biggest challenge for CEOs in (AMAM) who offers conducting comprehensive vehicle the new aftermarket is ensuring con- personal business inspections once a year on every con- sistent execution by their staff, consis- coaching and ongoing manage- sumer’s vehicle, and twice a year on tently positive experiences for their ment training for aftermarket shops, commercial vehicles. Service advisors clients, and steadily improving finan- focusing on building net income. He cannot adequately counsel on safety, cial returns for their businesses. The can be reached at 1-800-267-5497 or reliability, and efficiency if the vehicle mental strain can be exhausting, so it [email protected]. www.autoserviceworld.com April/May 2019 17 ADVERTISEMENT

Good things come in Chevron’s PitPack®

rofessional installers in Canada looking to Service technicians improve operational efficiency, better manage love“ PitPack because PSKU complexity, reduce the amount of waste they send to the landfill, and enhance shop appearance it’s a faster transaction can now look to Chevron for assistance. PitPack, first than cracking quarts introduced by Chevron Products Company in the U.S. in all day, which means 2014, is now available in Canada. This fast, easy-dispense motor oil system offers they get vehicles in operators the option of moving away from plastic intensive and out more quart bottles in favour of a 22.7L plastic bag in a 100% quickly, and recyclable outer corrugate box. It consumes 89% less plastic than traditional quart bottles – which equates to they don’t have diverting 24 x 946ml bottles from going into the waste to deal with all stream! This socially responsible package and racking the quart bottle system enables more efficiently stored and delivered oil to customer vehicles. Using PitPack can help reduce vehicle waste. service time because it dispenses oil more quickly (versus ” bottles) via a high-flow, no drip tap, directly into a six-liter transfer dispenser. “There are tremendous operational efficiencies,” said Dave Schletewitz, Chevron Lubricants consumer sector spanning viscosity grades in full synthetics, synthetic manager for North America in San Ramon, CA. “Service blend, and high mileage motor oils, multi-vehicle ATFs technicians love PitPack because it’s a faster transaction and heavy duty diesel motor oils. That requires a lot of than cracking bottles all day, which means they get storage space – which can be reduced with PitPack. The vehicles in and out more quickly, and they don’t have to system allows installers to carry more oils in less space,” deal with all the individual bottle waste.” noted Schletewitz. PitPack is a cost efficient, effective and attractive No different than grocery retailers, installers need to package and storage and delivery system. Installers have carry the right products to maximize their sales and in the to stock a diverse range of oil types and viscosity grades right inventory amount. Many operators are tying up too to meet the requirements of all the different vehicle much cash in drum inventories that are not turning fast makes and models. “PitPack comes in 19 SKUs today, enough. PitPack’s 22.7L size enable operators to stock

canada.havoline.com/en-CA/pit-pack.html

xx-xx_Apr2019_Supplement_Chevron.indd 16 2019-03-12 10:21 AM the 6L transfer dispenser, prevents dust or bugs from flying into the container which helps maintains product integrity from the box to the customer’s engine. To hold the PitPack boxes there are two rack options. An eight-box rack system holds the equivalent of 192 946ml plastic bottles. There is also a four-box rack that is used mainly for expansion purposes. “Depending on space available and car count or volume, most operators have two racks, side-by-side. The holding power is absolutely needed considering all the premium products that they need to carry these days,” says Schletewitz PitPack leaves less residual oil compared to 24 946ml bottles bottles. Getting all the oil out of the bag is important to operators who want to get the maximum value for their dollar spent. The best practice is to pull empty bags out, mark the product/viscosity with a black marker, and hang them in a low traffic area to recover the remaining oil, before discarding the bags. “Shops were initially reticent about introducing a new the variety of products needed without tying up more package system into their workflow. But like any change working capital than needed. “It enables businesses management, it turned out to be easy and no one has to better manage the complexity of growing premium looked back. Premium product volume has increased products,” Schletewitz said. the last four consecutive years which means operators The system helps spiff up the workplace and maintains are stocking and selling the right products demanded product integrity. The attractive, well-engineered rack in the marketplace. It has paid off. PitPack is a win-win system requires less space, making the shop look less for businesses looking to improve operational efficiency, cluttered and more professional. A plastic drip tray – their environmental stewardship, and revenues – and a unique to the PitPack rack system – allows for easy clean win for consumers who want to spend their dollars with up and keeps any fluid spills from reaching the floor in businesses that are committed to reducing waste in their fast-paced shop environment. An attached swing lid on community,” said Schletewitz.

xx-xx_Apr2019_Supplement_Chevron.indd 17 2019-03-12 10:21 AM Become a program participant for $179

Do you feel like you’re missing the critical pieces that make the difference between financial success and just ‘getting by’ for your shop?

Joining AIA Canada’s new Automotive Service Associate Program (ASAP) can provide you with access to a host of solutions critical to your business success.

As a program participant, you are now part of a national association representing the interests of the entire automotive aftermarket.

Here’s why you need to join! • Access to technical expertise on vehicle reprogramming • Research tailored for automotive service providers • A national shop finder service

• Access to AutoConnex • Discounted fees to exclusive (a database of industry jobs, compensation training events information, career profiles, and educational resources) More ASAP benefits available on our website.

For more information contact: Linda Donnini Vice-President, Member Relations [email protected] | 1-800-808-2920 ext. 241

A program of the Automotive Industries Association of Canada To learn more about AIA Canada and ASAP visit: www.aiacanada.com/asap.html

ASAP-Ad_EN.indd 1 4/2/2019 9:43:36 AM MANAGEMENT

Avoiding Phone The difference between gaining a new customer Fails and losing a potential sale often boils down to how you handle incoming calls.

By Allan Janssen

espite advances in communication technology, the telephone isn’t going away anytime soon, says cus- Dtomer service trainer Nancy Friedman. The guest speaker on a recent webinar hosted by software company Kukui, Friedman said shops need to know how to use the telephone effectively, or risk turning off potential customers. say something like, “Well, you’ve called the right place.” Friedman, who bills herself as “the telephone doctor,” said • Never be too busy to be nice. Don’t tell people how busy phones remain the preferred method of communication for you are. You make people feel like an intrusion and they about 40% of customers, with texting coming in second, and don’t think they’re getting your full attention. email trailing behind. • When someone comes in who is going through something “Phones may change in style, and the way you work them difficult, sympathy is a good starting place, but never use may change, but I’m not seeing it go out of business,” she said. empathy unless you truly know what they’re experiencing. “Nothing beats it as a way to bond with customers.” “If you haven’t gone through it, there’s no way you can empa- A big believer in the Kazan theory of management, which thize with them,” she said. “You can say, ‘That must be very focuses on continuous improvement, Friedman offered a frustrating’ or ‘I’m so sorry.’ What you are not allowed to number of tips on improving phone skills during the hour- say is, ‘I know exactly how you’re feeling.’ Because you can’t.” long seminar. Among them: • Never answer the phone flippantly or rudely – even if you • Be careful about the “buffer words” you use to start a phone have call display or are extremely busy. “Be friendly before conversation. “It doesn’t matter how you start, but once you know who it is,” she said. “You never know who’s on the you say your name, stop talking,” she advised. “Anything line. Keep it professional at all times.” after your name erases your name.” • Return phone calls promptly. “We’re all busy. This is a pri- • Write down the customer’s first name when you hear it. ority on someone’s do-to list. Respect that,” she said. “I “You don’t want to have to admit later that you missed it don’t believe in ignoring phone messages. They have to be or forgot it. Show them that you listen.” acknowledged in some way.” • There are “killer words” which can derail any phone conversation. Things like “No problem” in place of “You’re wel- “Effective listening is critical when it comes to phone conver- come,” and “Calm down,” are sure to get a bad reaction sations,” she said. “Most people hear but they don’t listen.” from people, so choose your words carefully. In a service business like the auto repair and service indus- • Never answer with “OK” when the customer relates some- try, careful listening and precise communication are critical thing problematic or negative. To them it is not OK. Rather, ingredients to building customer rapport and loyalty. www.autoserviceworld.com April/May 2019 21 SHOP FEATURE

Mandatory Testing Even in the absence of government-mandated emission programs, shops need to be vigilant checking for problems. By Allan Janssen

s Canada’s environment. They come into contact removing catalytic converters,” he says. largest emis- with a lot of heat, pressure, and extreme Paff believes the way forward is A sions testing conditions in the exhaust stream of the through consumer education, industry program shuts down, engine, so they will eventually wear out. conversations about accepted stan- the sale of oxygen sen- “The replacement interval is usually dards, and devising informal inspec- sors in the country’s larg- over 100,000 kilometers but it can tion strategies. est consumer market is range widely from model to model,” “The problem is how to get everyone likely to take a big dip. says Matt Otten, product marketing together on this,” he says. “I’m working Shops that did a lot of manager for NGK-NTK Canada. “The on that.” Ontario Drive Clean busi- first owner may not have had to think A decrease in fuel economy could ness may soon learn what about it. But the second owner typi- easily be the result of a failed oxygen techs in other parts of cally will have to. And possibly twice.” sensor. The problem is the driver may Canada have known for a Otten suggests that if cars aren’t not have noticed a drop in fuel effi- while: to ensure that vehi- mandated to come in automatically ciency, or may not think to mention it cles are burning fuel cleanly for a regular emissions test, shops to the service advisor. and running at optimum should build an additional step into The O2 sensor detects a rich or lean fuel efficiency, basic emis- their regular inspections to cover it. running condition. When it starts to sions checks need to be part “Essentially, Ontario shops have been fail, the engine goes off its memory and of routine inspections. sort of spoiled up until now,” he said. does its best to balance the ratio. It Government-mandated “Oxygen sensors were almost selling won’t do as well as if it has a real-time tests give shops a reason to themselves. Now shops have to switch feedback loop. If something’s going explore the state of a vehicle’s emission to a model that helps discover failing wrong, it will throw a code long before system. In their absence, shops will sensors and then offer them as main- it triggers the check-engine light. need to be more proactive to detect tenance or repair items. They’re going “That’s probably the best way to failing oxygen sensors, spark plugs, to have to start asking, ‘Have you had know what’s going on,” says Otten. EVAP systems, catalytic converters, your O2 sensor replaced yet?’” “Check for a code on every car. The best and engine filters. That is what B.C. techs found says operators are already doing that.” Manufacturing quality has advanced Bob Paff, founder of the Automotive Jeff Colton, of Colton’s Garage in to the point that some vehicles will go Service Business Network, an Internet Flesherton, Ont., says oxygen sensors to the wrecker at the end of their func- forum for Canadian shop owners and are the biggest contributor to the fuel tional life with the original oxygen sen- technicians. trim numbers that an ECM creates, and sors in place. But most vehicles will “As soon as B.C.’s AirCare program was fuel trims are among the most valuable need a new set of sensors at least once, shut down, dirty vehicles, licensed out- scan tool parameter IDs (PIDS) to know possibly twice. side regulated areas, came back to town how an engine is running. Oxygen sensors operate in a hostile and local horsepower enthusiasts began “Those fuel trims are a great diag-

22 April/May 2019 www.autoserviceworld.com CASTROL SYNTHETICS SIMPLIFY YOUR BUSINESS nostic tool,” he says. “Lean trims at idle and normal trims under load could be an indication of a vacuum leak. Normal trims at idle and lean under load could indicate a fuel delivery problem. More testing is still needed to get to the root cause of a problem. But without using trims, it’s a guessing game.” He makes checking fuel trims and Mode 6 diagnostic part of the “tune-up” procedure. “We call it an engine performance check. It’s easy to throw in a new set of spark plugs if the vehicle is not running like it should. But what if it’s not running right because of a faulty oxygen sensor? The only way to know that is to check.” Dustin Golley, owner of DG’s Auto Tech in Listowel, Ont., and last year’s Canadian Technician of the Year, says O2 sensors are clearly a wear compo- 0W-20 - Japanese & GM nent that need to be checked – emis- Toyota/Lexus, Honda/Acura, Nissan/Infinity, Mazda, sions program or not. Subaru, Suzuki, Mitsubishi, GM Dexos1TM Gen2 “There is a schedule that they should be replaced on – 100,000 to 150,000 5W-20 - Domestic & Korean kilometers for most vehicles,” he says. Ford/Lincoln, Genesis, GM Dexos1TM Gen2 “You can wait for the check engine light to signal a problem or we can advise 5W-30 - Domestic & Korean Chrysler, Kia, Hyundai, Volvo, GM Dexos1TM Gen2

the customer when it’s time to check 85% OF CANADIAN VEHICLES them and consider replacing them.” He believes the loss of emission pro- 5W-40 - European Vehicles grams gives shops a chance to prove Volkswagen, Mercedes, Porsche, Specialty to their customers that they’re envi- 5W-30 C3 - European Vehicles ronmentally conscious, promoting Volkswagen, BMW, Mercedes optimum driveability and vehicle maintenance as a way to keep the air clean. “Today’s customers are always wor- ried about the climate and our environment,” he points out. ASK ABOUT OUR INTELLIGENT With the closing of the last emissions program in Canada it stands to reason INVENTORY MANAGEMENT TOOL that we’ll have dirtier cars on the road. “The harder-to-detect problems are going to go undetected,” he says. “The onus is now on the consumer and the repair shop to actively look for these issues, rather than wait for them to come BROUGHT TO YOU BY up as part of mandated testing.” www.autoserviceworld.com TECH FEATURE Putting Safety First Working on electric vehicles and hybrids will mean an investment in proper tools and equipment. But it starts with safety training.

By Allan Janssen

f your future includes servicing and maintaining hybrid auto repair shops are investing in tooling with the distinctive flu- and plug-in electric vehicles, you need to start getting orescent orange that indicates they won’t conduct electricity. I ready for it now. The line of insulated screwdrivers and plyers will undoubt- And step one is making sure you have the knowledge to stay edly continue to grow as more shops expand their services safe when you start working with high-voltage batteries. to include hybrids and plug-in electric vehicles. As you can imagine, the stakes are high. Techs will also require special test equipment, like multime- Craig Van Batenburg, founder of Automotive Career ters that are higher voltage, and better isolation properties. Development Center (ACDC) in Worcester, Mass., is one of “They’re not going to need a whole new set of tools,” says the best-known aftermarket trainers on alternative-powered Van Batenburg. “Many of the tools they have are adequate vehicles. He says the potential dangers of plug-in electric for a lot of situations, especially with hybrids. But they’re vehicles are such that he won’t even allow techs to take a going to need some insulated tools. And for sure they’re going class with him until they’ve passed an online safety course. to want to invest in high-quality insulated gloves. “If you want to learn with us, you have to pass a safety course These gloves come in a range of voltage ratings, including first,” he said. “If you fail it, we’ll send you some books and the 1000-volt rating recommended for auto service. The resources – and not for free either – that will give you the thicker the rubber, the less prone it will be to damage, but basics. But until you can pass that test, you’re not coming.” the more difficult it will be to work in. The protection they He’s not out to scare anyone. The dangers are manageable, offer is worth every penny they cost. he insists, but technicians need to be aware of the additional These gloves will require a higher level of care than you hazards they will be exposed to when working with high-volt- may be used to, however. You can’t just leave them around, age systems. where solvents and chemicals could be spilled on them and They will also have to develop a wider range of skills and degrade their usefulness, and where debris could fall into knowledge and have access to specialized tools and equip- them to act as a kind of lightning rod. ment in order to be able to work safely. “Think about the shop environment. You can compromise Like it or not, servicing electric vehicles and hybrids can your gloves quite easily if you’re not careful,” Van Batenburg be a life-threatening undertaking if you’re not prepared for said. “There’s a lot of stuff happening. If you leave them on what you’ll find. the bench and another guy comes over and starts grinding a There’s a growing range of hand tools specially designed for piece of metal, you can’t be sure little fragments haven’t gone use in high-voltage environments. These insulated tools have into the glove. They’re complete junk now. They’re ruined.” been commonplace in industrial settings, but more and more A single pinhole will render a glove useless. Checking for

24 April/May 2019 www.autoserviceworld.com Potential hazards of working with electric vehicles

• the presence of high voltage components and cabling capable of delivering a fatal electric shock. • the storage of electrical energy with the potential to cause explosion or fire. • components that may retain a dangerous voltage even when a vehicle is switched off. • electric motors or the vehicle itself may move unex- pectedly due to magnetic forces within the motors. • the potential for the release of explosive gases and harm- ful liquids if batteries are damaged or incorrectly modified. • the possibility of people being unaware of vehicles moving as when electrically driven they are silent in operation. • the potential for the electrical systems on the vehicle to affect medical devices such as pacemakers.

Craig Van Batenburg, founder of Automotive Career Develop- ment Center (ACDC) in Worcester, Mass., addresses an AIA event. holes should be done every time you’re going to put them on. Just cuff the end and squeeze to increase the pressure inside the glove. If air escapes, those holes will allow a current leak. NGK puts the OEM When it comes to your preparation for work on hybrid and Spark Plugs in the Detroit Three. plug-in electric vehicles, nothing comes ahead of proper education about how to avoid fatal risks. NGK produces more OEM spark plugs for the Detroit Three than any other spark plug manufacturer. Ford, “What techs need is safety training. Without that, they can General Motors and FCA all trust NGK to produce the most get themselves in a lot of trouble. There’s a lot of stuff you advanced, reliable and high quality plugs on the market. can do wrong,” said Van Batenburg. “But he doesn’t want his students to be afraid. He wants them to be confident around electricity. “You have to get them over their fear. People can’t learn when they’re afraid.” He says the aftermarket is waking up to the inevitability of an electric future… but they can start their training now, and ease into the complex work. “If you stay away from cars that plug in the wall, the repair work is easier, safer, simpler, and more cost-effective. That’s where the money is right now. The cars are all around you. They need work,” he said. “Once you’ve gained the hybrid THE IGNITION SPECIALISTTM market and you feel you’re really good at that, then add cars Find out more at ngksparkplugs.ca that plug into the wall.” All company, product and service names are for identification purposes only. Use of these names, logos, and brands does not imply endorsement. www.autoserviceworld.com

NGK_OEM_half.indd 1 2/14/2019 2:57:07 PM BAYWATCH

Motorcycle scan tool Fluid service kits The all-new P1000 diagnostic scan tool CRP Automotive now offers Pentosin from Snap-on gives motorcycle tech- Transmission Fluid Service Kits to help nicians access to comprehensive OEM- improve the lifespan and performance specific bike coverage for nine domes- of the transmissions on popular tic, Asian and European makes as far European vehicles. The Pentosin back as 2000. The P1000 provides com- Transmission Fluid Service Kits include plete diagnostics in one tool, including OE-approved Pentosin transmission fault codes to identify the problem as fluid and Rein Automotive Oil Pan with well as live data graphing to pinpoint Oil Filter, Rein Sealing Sleeve, and Rein the issue, and functional tests to accel- Installation Bolts. erate maintenance tasks. diagnostics.snapon.com

Common CV axle problems TrakMotive has released a flyer that discusses “Practical Solutions to Common CV Axle Problems.” The flyer, available at the TrakMotive website, offers a closer look at pre- mature axle bearing bracket failure and installing retaining clips on Ford applications. The flyer is one a of series of problem-solving tip sheets from TrakMotive. www.crpautomotive.com www.TrakMotive.com Transmission fluid and gear oil Quick-Strut transfer of data and photos to the shop Hot Shot’s Secret has coverage computer. Tread reports can be gener- broadened its Adren- Tenneco has intro- ated to show customers and store for aline Racing product duced 17 additional future reference. line to include Adren- Monroe Quick-Strut www.rotarylift.com aline Racing Trans- premium replacement mission Fluids (avail- strut assembly part Hand-held tread checker able in Multi-Vehicle numbers, with com- The TreadReader from Atlas Automotive ATF and Nano Shift) and Adrenaline bined coverage of more Equipment is a hand-held scan tool Racing Gear Oils (available in R9, R11 than 2.8 million late- which provides an instant 3D image of and R14). Both the new transmission model passenger vehicles. the tire, providing vital data such as oils and gear oils were developed to New numbers include parts improve protection and performance for Nissan, Ford, Subaru, for high-load, high-torque race and Honda applications. applications. www.Monroe.com www.hotshotsecret.com

Tread analysis Portable socket storage Rotary has launched a new tool to Socket Roll Pro is a portable tool orga- quickly and accurately measure tire nizer that offers a clearly-labeled and tread. The base product includes a easily stowable container for sockets, robust drive-over tread scanner and a wrenches and drives. Made by CAY mobile cabinet with computer and Industries, Socket Roll Pro rolls out to printer. But it tread depth and adverse wear. Advisory hold 66 tools of the most common stan- can also be information like misalignment or dard and metric sockets and drives, uni- integrated uneven wear due to under- or over-in- versal joint extension, and ratchets. with Rotary flation is also displayed. Reports can be www.socketroll.com alignment uploaded to a smart phone or tablet, equipment and then converted into a hard print- offering near out or e-mailable document. instantaneous www.atlasautoequipment.com

26 April/May 2019 www.autoserviceworld.com Transmission jack Brake pads Snap-on’s new 1/2 Ton Continental’s ATE Original Brake Telescopic Hydraulic Pads are formulated to OE friction (TJ100) and Air/ specifications and quality-built and Hydraulic (TJA100) tested to meet or exceed OE stan- Transmission Jacks fea- dards. ATE Original Disc Brake Pads ture saddles with multi- deliver maximum braking power position, adjustable rat- instantly without fade, squeal, or jud- cheting arms to fit any der. Engineered for low heat trans- configuration of FWD, mission to prevent pedal failure, RWD and four-wheel Exhaust manifold they’re equipped with underlayers drive transfer cases. stud remover and noise damping sheets to mini- The TJ100 has a OTC has introduced a new exhaust mize noise during braking. manual, two- manifold stud remover, the 6982PMC www.ate-brakes.com stage lifting Professional Mechanics Collet. The operation using stud remover works on threaded studs hands-free foot with as little as 1/4” exposed, ideal for pedals, while the TJA100 couples an gripping a small amount of metal to air-assisted, dual hydraulic ram remove broken or frozen manifold first-stage lifting operation with a studs. The kit includes collets in 6mm, manually-operated second stage via 7mm, 8mm and 10 mm sizes to remove hand crank. a number of broken bolts or studs. www.snapon.com www.otctools.com.

www.autoserviceworld.com April/May 2019 27 BAYWATCH

Splicing system Diagnostic software AirSept has introduced the Smart The latest release of Snap-on diagnostic soft- Splice PRO Series-A/C (part #78020). ware extends the capabilities of Altus, the The newest kit in the company’s pop- Snap-on cloud file sharing site. Already included ular line of products for quick and with the Diagnostic Thermal Imager Elite to upload durable line repair, Smart Splice PRO images, it is now available when operating on the Series-A/C provides technicians with everything needed to latest software with Apollo D8, Modis Edge, Modis fix a damaged metal line or hose for AC service, with no line Ultra and Solus Edge. Altus allows technicians to upload and removal needed. It includes 18 repairs with Smart Splice SAE store vehicle system reports and related images from their connectors for straight and 90-degree line-to-line repairs, scanner and thermal imager. line-to-hose repairs, and hose-to-hose repairs. www.diagnostics.snapon.com www.Airsept.com Service cart Ag and off-highway diagnosis The Jamestown Service Cart 773 from Matco Tools now comes Bosch has released a new software version 2019/1 for the in desert tan with olive trim. The fully wielded unibody dou- ESI[truck] with thousands of new coverage additions, and a new ble-wall construction provides increased load capacity, Off-Highway Software package for diagnosing construction and strength and rigidity. A stainless-steel flip-up agricultural vehicles. New software lid is resistant to damage from chemicals and additions include extended coverage solvents. The cart (part number JSC773-NNV) for electronic control systems, wiring offers over 22,550 cubic inches of mobile, diagrams, fault codes and troubleshoot- lockable storage, and features standard ergo- ing by trouble code procedures. nomic push handles. www.BoschDiagnostics.com www.matcotools.com π SHIPPING SUPPLY SPECIALISTS HEAVY DUTY BOXES INTRODUCING A BIGGER, TOUGHER, AND WATERLESS WAY TO WIPE OUT GREASE.

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28 April/May 2019 www.autoserviceworld.com AC recovery AC handling equipment machine updates The next generation of ArcticPRO AC refrigerant handling systems from Mahle Robinair has released Service Solutions are now available for sale. Two units (ACX2280 and ACX2250) three new air conditioning refrigerant are available to service vehicles that are factory filled with the new R1234yf refrig- capacity database cards that help erant. Four units (ACX2180, ACX2180H, ACX2150 and ACX2120H) are available to ensure vehicle systems are charged with recover, recycle and recharge vehicles equipped with R134a refrigerant. The high-per- the correct amount of oil and refriger- formance units are smaller in size than previous models. ant, per OEM specification. The data- www.servicesolutions.mahle.com bases, 34411-J, 34412-D and 34413-B are compatible with a range of Robinair A/C recovery, recycling and recharge (RRR) machines including the new AC1234-4, 34288NI, 34788NI, 34988NI machines and legacy Robinair machines. www.Robinair.com

ADVERTISER INDEX AIA Canada...... 20 www.aiacanada.com/asap.html

BPI Raybestos...... 4 www.canada.havoline.com/en-CA

Chevron – Havoline...... 2 www.canada.havoline.com

Chevron Havoline Nuts N Bolt ...... 6 www.canada.havoline.com

Chevron...... 18, 19 www.canada.havoline.com/en-CA/pit-pack.html

Delphi...... 8 www.delphiaftermarket.com

Ford...... 31 www.ford.ca/wholesale

Liqui Moly...... 10 www.liqui-moly.us

Mitchell 1...... 29 www.mitchell1.com GET THE PRODEMAND ADVANTAGE NAPA...... 11 www.napaautopro.com ProDemand® wraps the leading OEM & real-world repair information in a RSC...... 28 user-friendly interface that works the way you do. You’re always a click away www.rscbrands.com from the information you need for the most efficient diagnosis and repair. Tenneco Walker...... 13 www.tenneco.com Here are just a few ways ProDemand gives you advantages at every step of the repair process: Uline...... 28 www.uline.ca • Start the Job Right - Plate-to-VIN, Latest TSBs Valvoline...... 14 www.valvoline.com • Diagnose the Issue - SureTrack Real Fixes, Top Repairs VL Communications...... 3 • Complete the Repair - 1Search™ Plus, Component Tests, ADAS www.vlcom.com

NGK Spark Plugs...... 25 www.ngksparkplugs.ca Get started now with a free demo! Wakefield – Castrol...... 23 Call us 800-470-5936 | Visit us: mitchell1.com www.wakefieldcanada.ca Or find your local Mitchell 1 sales rep: mitchellrep.com WORLDPAC – Textar...... 27 repair information | shop management | shop marketing www.textar-worldpac.com © 2018 Mitchell Repair Information Company, LLC. All Rights Reserved. WORLDPAC...... 32 Mitchell 1® is a registered trademark used herein under license. www.worldpac.ca/quality

www.autoserviceworld.com April/May 2019 29 The more things

Motor Trade, CHANGE ? November 1932 SPARK PLUGS

Canadian Automotive Trade, March 1957

Service Station Management and Motor Magazine, Merchandising, April 1945 August 1962

Special thanks to Vinnie Klimkosz of Vinnie’s Mr. Fixit in Guelph, Ont. for his collection of vintage Canadian aftermarket magazines. To see more, go to www.autoserviceworld.com/themorethingschange

30 April/May 2019 www.autoserviceworld.com LESS SEEK MORE FIND

Introducing Omnicraft TM parts for all non-Ford makes and models. With this newest addition to our lineup, which includes Ford and an expanded Motorcraft ® parts offering for Ford vehicles, we are now a one-stop-shop for quality parts – with a competitive warranty at a great price. So now you can spend less time looking, and more time getting things done. For more information, contact your local Ford Dealer or visit ford.ca/wholesale.

_02N1B_91898_MAG_JNM_R1_WholeSale_8.125x10.75.indd 1 2019-04-09 5:35 PM

PRODUCTION: DOCKET # PAE WHS A91898 LIVE: 7” x 10” COLOURS: 4C Sheila Jacklin DATE INITIAL CREATIVE: Cyan Dani Gonzalez REGION Magazine Submit TRIM: 8.125” x 10.75” STUDIO Magenta ACCOUNT EXEC: Shauna Yellow PROJECT MANAGER: BLEED: 8.375” x 11” Black PRODUCTION CLIENT: Ford NA JOB DESC.: P&S Wholesale Magazine STUDIO: Lane, Jennifer FILE NAME: _02N1B_91898_MAG_JNM_R1_WholeSale_8.125x10.75.indd FOLDED: None CREATIVE PREV. USER: START DATE: 04/08/19 Lane, Jennifer

MOD. DATE: 4-9-2019 5:35 PM DIELINE: NA WRITER

MEDIA TYPE: Cars and Jobbers Magazine

INSERTION DATE: April JNM PROOFREADER REVISION NUMBER: 1 91898 REV 1

DISC DATE: April ACCOUNT

FONT DISCLAIMER: The fonts and related font software included with the attached electronic mechanical are owned (“Y&R Proprietary Fonts”) and/or licensed (“Y&R Licensed Fonts”) by The Young & Rubicam Group of Companies ULC. They are provided to you as part of our job order for your services, and are to be used only for the execution and the completion of this job order. You are authorized to use the Y&R Proprietary Fonts in the execution of the job order provided that any and all copies of the Y&R Proprietary Fonts shall be deleted from your systems and destroyed upon completion of this job order. You warrant and represent that you have secured the necessary licenses for the use of Y&R Licensed Fonts in order to execute our job order and will abide by the terms thereof.