Phone Skills Staying Safe As Testing Programs End
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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 Staying Safe Hybrid vehicles demand Canada Post Publications Mail Agreement No. 40063170 a higher level of vigilance IT OWNS THE ROAD. NO MATTER THE CONDITIONS. SOUND LIKE SOMEONE YOU KNOW? Havoline® ProDS with Deposit Shield® Technology is a full synthetic motor oil that proactively protects what matters most. Proud sponsor of Everyday Drivers. Learn more at canada.havoline.com Proactively responds to the demands placed on modern engines. © 2019 Chevron Canada Limited. All rights reserved. All trademarks are the property of Chevron Intellectual Property LLC. Chevron Products are available from the following locations CHEVRON CANADA LIMITED CATALYS LUBRICANTS NORTHERN METALIC UFA CHRIS PAGE RED-L DISTRIBUTORS LTD 49 NORTH LUBRICANTS 500-5th Ave. S.W. 7483 Progress Way SALES (GP) 4838 Richard Rd. S.W. & ASSOCIATES LTD 9727-47 Ave. 1429 Mountain Ave., Unit 2 Calgary AB T2P 0L7 Delta BC V4G 1E7 9708-108 St. Suite 700 14435-124 Ave. Edmonton AB T6E 5M7 Winnipeg MB R2X 2Y9 Toll Free: 1 (800) 822-5823 Toll Free: 1 (855) 946-4226 Grande Prairie AB T8V 4E2 Calgary AB T3E 6L1 Edmonton AB T5L 3B2 Tel: (780) 437-2630 Tel: (204) 694-9100 canada.havoline.com catalyslubricants.ca Tel: (780) 539-9555 Tel: (403) 570-4306 Tel: (780) 451-4373 redl.com Fax: (204) 775-0475 northernmetalic.com ufa.com chrispage.ca 49northlubricants.com CASE ’N DRUM OIL INC TRANSIT LUBRICANTS LTD LUBESOURCE R. P. OIL LTD MACEWEN PETROLEUM INC CREVIER LUBRIFIANTS NORTH ATLANTIC 3462 White Oak Road 5 Hill St. 351 Caldari Rd. 1111 Burns St. East 18 Adelaide St. 2320, Rue de la Métropole REFINING LTD London ON N6E 2Z9 Kitchener ON N2G 3X4 Vaughan ON L4K 4S9 Unit 3 Maxville ON K0C 1T0 Longueuil (QC) J4G 1E6 29 Pippy Place Toll Free: 1 (800) 265-7642 Tel: (519) 579-5330 Tel: (905) 695-0781 Whitby ON L1N 6A6 Toll Free: 1 (800) 267-7175 Tél : (450) 679-8866 St. John’s NL A1B 3X2 cndoil.ca transitpetroleum.com lubesource.ca Tel: (905) 666-2313 macewen.ca crevier.ca Tel: (709) 570-5624 rpoil.com northatlantic.ca 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 For safety’s sake, make sure you’re equipped with the right tools and knowledge • Full accounting module 24 before you get elbows deep in today’s hybrid vehicles! • Free updates & support • Customer Retention Module (CRM) COLUMNS • Much, much more! Service Notes It will take multiple approaches 5 to solve our labour shortage. It’s Your Turn Building your work force: 15 Hire for attitude… train for skill. Greenwood’s Garage The aftermarket is evolving. 16 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 New Plated Brake Caliper 100% New Components 100% Hassle Free C M Y CM MY CY CMY K Optimum Quality. Optimum Coverage. Optimum Value. All for a Fraction of the Cost With 100% new components, no core return and lower warranty rates, new Element3TM calipers (formerly Opti-CalTM ) provide hassle-free installation and optimal performance. Designed and manufactured to strict Raybestos® engineering specifications, these award-winning premium calipers oer original equipment precision at a fraction of the cost of OE. www.raybestos.com ©2019 Brake Parts Inc LLC. All rights reserved. RAYBESTOS, THE BEST IN BRAKES, ELEMENT3 and OPTI-CAL are among the registered trademarks and trademarks of BPI Holdings International, Inc. SERVICE NOTES 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 meet- ing 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.