Security Gateway Modules Dealing with OE Security Protocols Designed to Keep Canada Post Publications Mail Agreement No

WILL THEY FIND YOU? Raising your profile on the world’s biggest search engine

NOVEMBER / DECEMBER 2019 10 Tips for a Better Website Learning from award winning repair shops Security Gateway Modules Dealing with OE security protocols designed to keep Canada Post Publications Mail Agreement No. 40063170 some people out

CANADIAN AUTO REPAIR & SERVICE MAGAZINE NOVEMBER / DECEMBER 2019 | VOL. 5 NO. 6 Boost Your Shop 15 Profits

FEATURES Industry Trends: Google Pages 15 Want business to grow? Try leveraging the power of the world’s biggest search engine to increase your visibility in the market.

Management: Five Tips to a Better Website 18 Lessons from award-winning auto repair shops that have created innovative and effective websites. Get this Product Feature: Accessories complete Shop 20 Retailers report stable or growing sales of accessories, dispelling fears of a “retailpocalypse.” Management Selling: Reaching the Chief Purchasing Officer Software 21 Women still do the bulk of household shopping – and that includes automotive service – so it pays to create an environment that makes them feel comfortable. • User friendly invoicing • Full accounting module Technical Feature: Closing the Gate 22 Security gateway modules – designed to foil hackers – can be a repair roadblock • Free updates & support if you don’t know how to navigate them. • Customer Retention Module (CRM) • Much, much more! COLUMNS 14 Service Notes 5 The best customers are those who commit to maintaining their vehicles.

It’s Your Turn 14 An open letter to aftermarket part manufacturers.

Greenwood’s Garage 30 Do you see warning signs on the horizon?

30 DEPARTMENTS Call us for a Letters...... 6 Eye Spy...... 6 FREE In the News...... 8 tryout at By the Numbers ...... 12 1-800-268-4044 Baywatch ...... 25 Advertiser Index ...... 29 www.vlcom.com ai15730544344_20907-5-Wix Trade Ad-PointAtoB-8.125x10.75_CARS copy.pdf 1 11/6/19 10:33 AM

POINT “A” TO POINT “HIGHEST DESTINATION.” WE’LL GET YOU THERE.

® Filters,

Your goals are important. We understand that. That’s why at WIX our goal is to make high-quality, high-performance ﬁlters andwixﬁlters.com support them with experience, ingenuity and countless hours, helping you keep your vehicles running, keep your stores selling, keep your business thriving and keep you on the path to success. SERVICE NOTES

CANADIAN AUTO REPAIR & SERVICE MAGAZINE

EDITOR | Allan Janssen (416) 578-1586 [email protected] They can't handle the truth! CONTRIBUTORS | Bob Greenwood, Allan Haberman, Adam Malik, Katie Mares, Consumers say they’re looking for an 'honest mechanic’ but Bob Paff, Jacob Stoller what they really want is a cheap and delusional diagnosis.

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

DIRECTOR OF BUSINESS DEVELOPMENT | Peter Bulmer I hate to admit it, but a friend of mine I explained that this is a trend in the (416) 605-5346 [email protected] would be a terrible customer for any industry, and a defensible one at that. QUEBEC & EASTERN CANADA repair shop. If you see him coming, flip If he experienced some kind of ignition SALES DIRECTOR | Denis Arsenault the sign in the window. “Sorry! We’re problem a week later or found that his (514) 947-7228 [email protected] closed.” You’ll be doing yourself a favour. brakes were metal-on-metal, he’d be ADVERTISING PRODUCTION MANAGER, He’s a great guy, but he’s always look- upset that they hadn’t pointed that out PRINT/DIGITAL | Rosemary de Freitas 416-510-6844 [email protected] ing for a deal. And as much as he needs when his car was in the shop. his car for a very demanding sales job, The inspection was intended to give | CIRCULATION MANAGER Lilianna Kantor he just hates to spend money on it. him a report on the current state of (416) 614-5815 [email protected] He takes it for service, only when his vehicle, and he could do with it CARS magazine is published six times a year by Newcom Media Inc., 5353 Dundas St W. Suite 400, Toronto, ON, M9B 6H8. The magazine absolutely necessary, to one of those what he liked. serves the Canadian automotive repair and service industry. small back-alley garages that has an What he liked, it turned out, was to Subscriptions are free to those who meet the criteria. For others: single copy price: $7.00 plus tax; one-year subscription in Canada: inch of grease on every surface. go back to his guy, who offered a cheaper $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 It’s one of those “my guy” kind of sit- solution to the strut mount problem – price: US$10.00; one-year subscription in all other countries: US$97.95. Copyright 2019. All rights reserved. The contents of this uations. You know. “You should go see about half of what the other shop had publication may not be reproduced by any means, in whole or in part, my guy,” he says. “My guy is really good. asked for. He scoffed at all the other without prior written consent of the publisher. The advertiser agrees Otold protect the publisher against legal action based upon libelous or And he’s cheap too.” work the shop had found, but he prom- versioninaccurate statements, unauthorized use of photographs, or other material in connection with advertisements placed in CARS. The Emphasis on the “cheap.” ised a better price on that work if my publisher reserves the right to refuse any advertising which in his opinion is misleading, scatological, or in poor taste. Postmaster: send Anyway, when my friend’s 2009 friend really wanted to have it done. No address changes and undeliverable Canadian addresses to Circulation Sebring was starting to make strange surprise, my friend stuck with his guy. Dept., CARS, 5353 Dundas St W. Suite 400, Toronto, ON, M9B 6H8. noises, I convinced him to take it to People always say they want to find what I called “a real shop.” See what an “honest mechanic.” I think the prob- they’d do, I said, and I recommended lem is that they don’t want honesty at

MEDIA INC. a shop with a great reputation for qual- all. They would rather hear some delu- New ity repairs and excellent customer ser- sional diagnosis that saves them versionsVP, PUBLISHING | Melissa Summerfield VP, EDITORIAL | Rolf Lockwood vice. The real shop found that the money, than an honest assessment and PRESIDENT | Joe GlionnaMEDIA USA INC. Sebring desperately needed a strut a plan to restore the value of the vehi- CHAIRMAN | Jim Glionna mount and they quoted him on the job. cle. To paraphrase Colonel Jessup, they CORPORATE OFFICES But because they’d never dealt with can’t handle the truth! MÉDIA QUÉBEC INC. HEAD OFFICE him before and didn’t know his vehi- In the end, of course, proper main- 5353 Dundas Street West, Suite 400, Toronto, ON M9B 6H8 cle’s maintenance history, they took it tenance doesn’t cost more than neglect. Telephone: 416-614-2200 upon themselves to conduct a compli- My friend’s 10-year-old Sebring is on its Facsimile: 416-614-8861 mentary inspection. last legs. Replacing it will not be cheap. They presented him with results, But regular maintenance through the Member of the Audit Bureau of Circulations Newcom Media – Publications at which were not atypical for a 10-year- years could have doubled its life... and 5353 Dundas Street West, Suite 400 Customer Number: 4006214 old vehicle. A lot of things needed atten- saved thousands of dollars. Publication Mail Agreement #40063170 Print edition ISSN 2368-9129 tion. If he’d authorized it all, it would This is the message we struggle as On-line edition ISSN 2368-9137 have come to over $1,700. That was far an industry to communicate. It is the more than buddy had anticipated. And consumers who “get it” that you really while he understood that he was under want as customers. no obligation to purchase the repairs, he found it a little presumptuous that they’d inspected his vehicle at all. He I want to hear what you think. You can hadn’t asked them to. reach me at [email protected]. www.autoserviceworld.com November / December 2019 5 LETTERS

Trade teachers are getting Shop training is as scarce as students one thing, classroom My staff and I have discussed the labour situation training is another! in the automotive industry, (“Turning Talk into Having trained several Action,” Service Notes, October 2019) and we often apprentices over the years, come to the conclusion that education is the key I know what an advantage to giving people choices about what they will do it gives my shop to develop for a living. Young people need to have their eyes new talent. We currently opened about what they can accomplish if they are have an excellent young fel- given the opportunity. Unfortunately, finding teach- low, but we’re struggling to ers for some of these trade programs is becoming get him into to the class- very difficult. I don’t know where we’re heading in room training he needs. the auto trades, but we really need to do something Waiting a year and a half or to bring more people in. having to send him to Vancouver is Tim Leslie, Capital City Acrylic Repair, Carp, Ont. just not acceptable. He will have more than enough hours long The problem of finding new techs is the trade itself before he ever gets to write his Red When it comes to finding new apprentices, I don’t feel that a lot of what needs Seal exam. Any classroom time to be discussed is really being addressed. Unfortunately, anyone who is smart across the province is booked out enough to be a good automotive mechanic is smart enough not to be one! to 2021. Luckily, we train in-house Bruce Bygrave, Accu Tech (mobile diagnostics), Brantford, Ont. so he will be more than capable, and his pay reflects his skill – even Reducing cost of tools will increase interest if he doesn’t have a piece of paper Want to attract more apprentices into the automotive trade? Here’s an idea: Let on the wall. But this is a problem auto technicians write off their tools. That may help encourage people to enter that needs a solution! the trade, since the cost of all the tools they require is overwhelming. Brian Browning, Center Point Bryan Schinkel, Bug Stop Auto, London, Ont. Automotive, Salmon Arm, B.C.

Many are unprepared for sudden life costs Sadly, your article about people who can’t handle the cost of unexpected life Arrested air conditioning events (www.AutoServiceWorld.com) rings all too true. Car repairs can cause many people to go into a tailspin. Many Brandon Bennett, of Bennett's Auto times these car repairs are very neces- Repair in Regina, Sask., discovered why sary because the vehicle has been the heat was “restrained” on a 2011 neglected so long that a small problem Yukon. The driver’s blend door was has become a much larger one. jammed by a pair of handcuffs that had Mike Shifflet, Shifflet Auto Care, slipped behind the dash somehow. Columbus, Ohio Turns out the Yukon was a former cop car, and the customer was an Flying cars? No thank you! ex-police officer. I’ve been an auto mechanic for over 45 years and I cringed when I saw the arti- Have an interesting picture to share? cle on AutoServiceWorld.com that Send a high-resolution image to Hyundai is investing in flying car tech- [email protected] nology. It’s bad enough that we’re going to have self-driving cars. But flying cars? That’s really scary. It sounds like the kind of bad dream that makes you wake up in a sweat! John Rinaldi, Terrace, B.C.

6 November / December 2019 www.autoserviceworld.com Part is designed, RRREV-OLUTIONARIES® ® engine to suspension and powertrain components, each Mopar From the birth of the HEMI tested and built to outlast the competition. That’s why Andrew Ranger and Jordan Szoke are the ideal brand ambassadors. They bring decades of race winning expertise to the® trackdealer and today we bring for morequality than Mopar 80 years Parts. of

uncompromising quality, innovation and performance®, Ram to every or FIAT Mopar Part.

Call your FCA Canada Chrysler, Dodge, Jeep

2019 FCA Canada Inc. All Rights Reserved. Chrysler, Dodge, Jeep, Ram and Mopar are registered trademarks of FCA US LLC. 629 © FIAT is a registered trademark of FCA Group Marketing S.p.A., used under license by FCA US LLC.

629_TradeAd-FP_ENG_v01r00.indd 1 10/30/19 10:08 AM NEWS

Next challenge for this innovative shop owner? Retirement! After 44 years, Dundas, Ont. businessman Bruce Eccles is ready to take things easy. By Allan Janssen

Since 1975, Bruce Eccles has kept ‘the valley town’ of Dundas, Ont. moving. The owner of Eccles Auto Service has flourished in five different locations in and around his hometown over the years. The business now includes a tire warehouse and two fully-functioning shops with a total of nine bays and room to work on at least 14 vehicles, all serviced by a single customer reception. His son, Scott, is running the business now, and he has a top-notch staff in place, firing on all cylinders. So this year, after 44 years in the auto repair business, Bruce is calling it a career. “It has been a good run. I’ve loved it of experience. in was funding unique and innovative all,” he says over lunch. “I especially Among them, embrace learning, ways to market his services.That love dealing with people. You know, if invest in training, and always seek includes advertising his shop’s mile- I’ve learned anything, it’s that it’s all expert advice. stones, his staff ’s achievements, and the about the relationships.” “We encourage people to take their value of his specialized equipment. A few years ago, Eccles almost took vehicles to experts for repairs and ser- “I know I had a kind of a flair for mar- an abrupt exit from the industry – and vice. We really need to take our own keting. It is really important when everything else too – when he was advice when it comes to doing things you’re establishing your business. You involved in a very serious motorcycle that aren’t in our own field of exper- have to find ways to make your shop crash. While he was laid up in hospital, tise,” he says. “Don’t try to save money stand out,” he says. his business continued to thrive. when it comes to legal advice, or book- Despite the changes the industry is “When I came back, after six or seven keeping, or tax planning. It will come facing, Eccles firmly believes there's a months, the place was running per- back to bite you. Spend the money. future for those who can fix cars. fectly,” he says. “Everyone really stepped You’ll come out ahead in the long run.” “There will always be an aftermarket up. That’s when I knew that I didn’t That includes investing in aftermar- because the carmakers can’t fix all the have to be as involved anymore.” ket-specific business software. “You cars they build,” he says. “It’s impossi- So he’s going to take it a little easier. can’t run a modern business with Excel ble! And if someone has to fix them, He’ll take more time off. He and his anymore, or QuickBooks,” he says. why not us? If you take the indepen- wife, Claire, will travel more. Eccles also came to the realization dents out of the equation, you would Technically, he’ll still be on the books that owners can no longer work in the bring this entire continent to a grind- for a couple of years, but his intention back and the front at the same time. ing halt within minutes!” is to be less visible around the shop. “The old days when you come out The more he talks, the more ani- A frequent contributor to CARS mag- from the back, wiping your hands on a mated he gets, and the more you won- azine and its predecessor, Canadian rag to talk to customers, that’s long, long der if he really plans retire at all. But Technician, Eccles could always be gone,” he says. “It should have been gone then he leans back in his chair. counted on to offer an opinion on sooner. No one’s saying you can’t fix cars “I love the industry, and I’ll probably industry trends. His expertise will be anymore. If you love working on cars, miss it some time,” he says. “But it will missed by the entire industry. hire someone to be out front for you. If be good not to be so busy anymore.” In what turned into something of an you love being out front, hire someone “exit interview,” Eccles offered the top to fix the cars. But you can’t do both.” Check out his top 10 insights at 10 lessons he’s learned from his decades One of the things that Eccles excelled www.autoserviceworld.com/bruce

8 November / December 2019 www.autoserviceworld.com Launching performance to new heights.

Kukui offers a look at pricing strategies. Clockwise from top left: Christopher Petersen, Jimmy Lea, Patrick Egan, and Travis Troy. Webinar examines how shops charge for services Participants on a recent webinar hosted by Kukui agreed that well-equipped and well-staffed independent shops can charge every bit as much as new-car dealerships do for their services. The webinar, designed to look at how labour charges are calculated, pointed out a number of ways aftermarket shops outshine dealership service departments. Christopher Petersen, owner of Northwest Automotive in Kalispell, Montana, pointed out that consumer dissatisfac- tion with dealerships is not mainly about the price, it’s about the way people are treated. “If you have better one-on-one relationships, you can charge for that,” he said. Travis Troy of Honest Wrenches in Des Moines, Iowa., said, “We are not another option. We are the best option!” Hosts Jimmy Lea and Patrick Egan of Kukui conducted quick polls of attendees to gauge their positions on price-related topics. One poll revealed that 48% felt they could charge as much or more than dealerships. Some 23% did not agree they could charge that much, while another 23% were uncertain. The webinar can be viewed at the Kukui website.

Future success hinges on tools and training, AIA hears The inevitable impacts of new automotive technology on part stores and repair shops will probably be manageable and could actually be positive, an industry analyst says. Roger Francis, director of energy and environment at the Conference Board of Canada, told participants on an AIA webinar recently that the future is not as bleak as some might believe. For the the most advanced, “There are going to be new opportunities,” he said. But he stressed that the aftermarket must start preparing now for the high ignitability spark connected, autonomous, shared and electric (CASE) vehicles plugs, ask for NGK. of the future. “The proper tools and training must be in place.” He also suggested the aftermarket landscape is likely to transform as smaller shops disappear and successful ones THE IGNITION SPECIALISTTM become bigger and more sophisticated. Find out more at ngksparkplugs.ca www.autoserviceworld.com

Launching-performance_vert.indd 1 12/2/2019 2:30:15 PM NEWS

Uni-Select set to launch Bumper to Bumper repair banner when customers go to the shop they’ll find that they’re dealing with real people, the people they see when they go to church or to the hockey game, or to community events.” Windom said the program will offer service providers a wealth of marketing and business tools, and help Uni- Select build stronger relationships with its customers. “Everything is driven by loyalty and commitment,” he said. The company’s existing banner, the legacy Uni-Pro program, will continue offering services to independent shops that choose not to rebrand. He declined to say how many Bumper Uni-Select has announced plans to to stand out in their communities. to Bumper Auto Service shops the com- establish a new national banner program “Bumper to Bumper Auto Service pany hopes to establish in the near term, for automotive service providers. will be our premium banner program but said he is optimistic it will resonate The program — Bumper to Bumper for independent repair facilities across with forward-thinking shop owners. Auto Service — is set to launch in the the country that we do business with, “We know what great feels like,” he new year. an opportunity for them to rebrand, said. “We have over 2,300 shops who The program, described by Uni- and offer different value propositions banner through us today, so we know Select CEO Brent Windom as the “next for their customers,” he said. that we’ll migrate a certain number of step in Bumper to Bumper’s evolution,” “Our image strategy is going to be those who want to step up through the will be designed to promote customer about professionalism and peace of program and we certainly want to loyalty, and will allow service providers mind for the consumer. But above all, attract new customers as well.”

Group pushes for standardized tech names A group of stakeholders in the U.S. feature as vehicle makers often pri- auto industry are urging automakers oritize marketing over clarity, AAA to adopt standardized names for research found earlier this year. Advanced Driver Assistance System For example: what the group would (ADAS) technology. like to standardize as “Adaptive The group – which includes the Cruise Control” is currently known American Automobile Association, in the market by 20 different moni- Consumer Reports magazine, the kers, including “All-speed dynamic consulting firm J.D. Power, and the cruise control,” “Camera-based cruise National Safety Council – offered up control,” “Distance Assist,” “Distance a list of suggested names for com- Pilot,” “Distronic,” “Smart Cruise,” and mon driver assistance systems. “Traffic-Aware Cruise Control.” The goal, they say, is to reduce con- Similarly, lane-keeping assistance fusion among consumers, and ensure is known by 19 unique names. names settles on 20 unique names in that the public is aware that the sys- Automatic High Beams is known by five different categories. tems are designed to assist drivers, 18 different names. And Semi- The categories are: automated driv- not replace them. Automated Parking Assist is known ing tasks, collision alerts, collision Consumers currently face as many by at least 12 different names. mitigation, parking assistance, and as 20 names for a single ADAS The suggested list of standardized miscellaneous driving aids.

10 November / December 2019 www.autoserviceworld.com Shop coaches come together to promote professionalism Some of the North American aftermar- CAMP has endorsed a code of ethics Among the founding members are a ket’s top business consultants have that revolves around collaboration, couple of well-known Canadian names: banded together to create awareness objectivity, contributions, financial, and Murray Voth of RPM Training, and Bob about business development and indus- methodology. The coalition seeks to cre- Greenwood of the Automotive try professionalism. AAPEXGuideAd2019.qxp_Layoutate a greater sense of unity. 1 9/23/19 4:55 PM AftermarketPage 1 eLearning Centre. The newly formed Coalition of Automotive Management Professionals (CAMP) said it plans to serve the independent sector of the automotive aftermarket by advocating for the kind of best practices that will elevate the image of the industry. Gem-Car opens new headquarters Gem-Car has officially opened its new

Montreal headquarters and training Water Pumps Electric Water Inverter Water Timing Belt Kits Seal Kits center. At a gala event last month, com- Pumps Pumps pany president Mathieu Brunel thanked the industry for its support. “This is all about us saying thank Fan Clutches Fan Pulley Brackets Thermostats Hydraulic Belt Fan Blades Tensioners you,” he told Auto Service World. “We’re in a new building, in a beautiful new facility, and it is only because some people trusted us when we first started.” Clutch Kits Clutch Hydraulics Free Wheel Shift Actuators ABS Speed Sensors Hubs The software company completed an ambitious renovation project in a state-of-the-art building which includes two floors of offices, a call Ride Height Sensors Manual Transmissions Oil Pumps Oil Control Valves centre, and a webinar lab. Shop scholarship Timing Chain Covers Vacuum Switching Electronic Throttle Door Lock Actuators aids aspiring techs Valves Bodies Since 2005, Nameo Automotive in Sturgeon County, Alta., has given out $7500 to 45 aspiring technicians and promising skilled workers. Power Back Form-In-Place Gaskets Automatic Transmission Antifreeze Coolant Door Actuators Fluids (Pink & Blue) Nancy Suranyi, co-owner of Namao Auto & RV Repair, said the $500 annual prize, given to deserving high school students, is a way to promote skilled trades at a time when the province is Premium Brake Pads Brake Discs Calipers Master Brake Brake Wheel Brake Boosters facing a serious shortage of automotive Cylinders Cylinders technicians. “I know we’re not the only « Améliorer sans arrêt shop out there doing this,” she said. nos propres innovations » “But maybe even more shops will take the initiative to promote the trades in their areas if they read about this.” This year’s prizes were handed out www.aisinaftermarket.com ADS#31517 last month at the local high school. www.autoserviceworld.com November / December 2019 11 By the NUMBERS Stats that put the North American automotive aftermarket into perspective.

Expected compound annual growth rate of the global % automotive repair and maintenance services market Percentage of between 2017 and 2027. 71% people who Future Marketing Insights Study are afraid to ride in fully self- 5.8 driving vehicles. Women are far less comfortable than men (79% compared to 62% respectively). 48,100 Only 14.3% of women (compared 50,900 to 30% of men) say they would be Expected comfortable with full autonomy. aftermarket job Expected aftermarket American Automobile Association loss (36,684 in job loss (34,811 in mechanical sector) the mechanical by 2051 if Canadians sector) by 2051 if move toward a Canadians move mobility model in toward a mobility $768,000 which individuals model in which Net profit Ford makes from sales of privately own households privately its F-Series trucks in just one hour, automated and own automated and based on January to June 2018 sales connected vehicles. connected vehicles, (430,177) and net profit per unit AIA Disruptions Report but increase ride (about $8,000). sharing within the IHS, Five Trends in Five Minutes household. 77,400 AIA Disruptions Report Expected aftermarket job loss (53,707 in the mechanical sector) by 2051 if 75% Canadians move toward a mobility model in which automated and connected Percentage vehicles are shared between households. of Canadian AIA Disruptions Report vehicles now equipped with winter tires, according to the Tire and Rubber 278 MILLION Association of Canada. Size of the fleet of light vehicles currently in operation in the U.S. 2019 Canadian Consumer Winter Tire Study That’s a record high and is expected to grow by 6% over the next 5 years. IHS Markit 17.1 MILLION 1.93 MILLION 165% The number of light vehicles expec- The number of light vehicles expec- Year-over-year growth of electric ted to be sold in the U.S. in 2019. ted to be sold in Canada in 2019. vehicle sales in Canada in 2018. The IHS, Five Trends in Five Minutes ScotiaBank Economics fleet of EVs in Canada is expected to hit 13.2 million by 2030 – about The average 30% of Canada's increase in time vehicle stock, spent by Internet compared to less users on websites than 3% today. that feature videos. EY (Ernst & Young) 88% Forbes Magazine 12 November / December 2019 www.autoserviceworld.com Happy Holidays from the Automotive Industries Association of Canada Thanks to the generous support of our Maple Leaf Sponsors, the Automotive Industries Association (AIA) of Canada is able to proudly promote the growth and prosperity of the Canadian automotive aftermarket industry. We couldn’t do it without you. Thank you!

For more information on sponsorship opportunities, visit www.aiacanada.com/sponsorship.html.

Newcom Holiday-EN.indd 1 10/23/2019 10:59:15 AM 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]

You need us product training and support, we lost the ability to tell cheap parts from quality parts. The only differentiator and we need you we were left with was price, and that’s not good for anyone. Here’s a scenario that happens all the time: a vehicle owner comes into a repair shop and says, “My car needs struts. What brand will you use and why?” There’s a good chance the service advisor can’t answer that question. Without knowing the features of each brand, the shop cannot even start to match a product to the customer’s needs. Availability and price are the only options left. Or let’s say a particular brand of part repeatedly fails and is repeatedly sent back to the jobber. If you want to keep that customer, an explanation had better be forthcoming. It is not enough to An open letter to aftermarket parts manufacturers. simply replace the part and compen- sate for labour. We need some fol- By Bob Paff low-up, some kind of accounting, or else our trust in you will just plummet. We won’t want to install that brand Dear Mr. Manufacturer: support. Yes, we all know it is impracti- anymore. In fact, all of your brands will Who is your biggest customer? cal for you to have hundreds of field reps become suspect in our eyes. If you’re thinking it’s the local jobber to satisfy every market or region. But Repair shops are the finish line for or John Q. Public, please allow me to that’s not what they’re asking for. most of your parts… and yet you seem humbly suggest that you give your head They need training to keep them to be out of touch with us. a shake. abreast of the latest developments in Want to regain our trust, confidence It is repair shop owners and auto the industry, technical guidance to and patronage? Make a commitment technicians who decide what brands help when they get stuck, warranty to not just to supplying quality parts, they trust and will ultimately purchase. support when things go wrong, and but to helping us do our jobs better, They are the key buyers of your prod- ongoing customer service to make quicker, and more profitably. ucts, and they purchase a lot of them! their jobs easier. Let’s find a way to bring manufac- Nearly 80% of all replacement parts are Remember the term “brand loyalty?” turers and their customers together sold to independent repair shops. Offering these things is how you earn it. again. We need you and you need us. It is repair technicians, not jobbers, When you drop the ball on these respon- Let’s work together! who can give you feedback on your new sibilities, your customers get the impres- products. It is repair shops that can best sion that you really don’t care about their promote your brands. It is the repair businesses or their well-being. Bob Paff is the founder and service industry that can reach all Maybe this is what explains the pro- of the Automotive corners of this country, even the small- liferation of cheap offshore parts. You Service Business est and most remote markets. opened the door for that to happen Network (www.asbn.ca). And, just as they can help you, you can when you cut back on customer ser- You can reach him at help them. They really need your vice. When you stopped offering [email protected]

14 November / December 2019 www.autoserviceworld.com INDUSTRY TRENDS

GoogleGoogle PagesPages

Want business to grow? Make sure you are being seen on Google. By Adam Malik

o ahead… search your own shop on Google. Are you “Google accounts for about 95 per cent of all global at the top of the results? Are you showing up at all? searches,” says Seth Owens, senior account executive at G If you can’t find your shop, chances are someone Podium, a customer interaction platform. “So your presence who wants some work done can’t find it either. on Google is, almost every single time, the place somebody These days, businesses that can’t be found easily on Google finds your business.” are at a significant disadvantage, says Garret Wasny, a And to strengthen your relationship with Google, and help Vancouver-based professional development advisor. He assists your search results, you need to have a Google profile. professionals in getting the most out of the world’s largest Similar to having a Facebook, Instagram, or Twitter pro- search engine. file, a Google business profile is easy to set up, and will give “We live in a Google world,” he says. “That’s how we live prospective customers key information about you, like where and how people go through life. People wear Google-coloured you’re located, when you’re open, and how people can get in glasses and that’s the lens through which they make deci- touch with you. sions about where to shop, what to buy, and which compa- “That is probably the most underrated but most import- nies have the right inventory and reputation.” ant profile that you can have on the web,” Wasny says. “It’s a The search giant is the first touch point for many simple but critical first step to get a Google presence and consumers. increase your visibility on Google.” www.autoserviceworld.com November / December 2019 15 INDUSTRY FEATURE

Building your reputation using video

Many parts stores and repair shops are counterperson or missing out on a huge opportunity a technician – is to attract business, says Vancouver- being authentic. based advisor Garret Wasny. “You know you’re That opportunity is in video, espe- not Brad Pitt here. In cially on YouTube. He searched the fact, you don’t want video sharing website for ‘Toronto that,” Wasny says. auto repair’ and results came back “You want to say with content that was many years old. this is me, this is my The field is empty, waiting for players. authentic self. Trust “Nobody is doing that,” he says. me because I have “When the most recent video on an the experience. auto repair shop is from eight years Trust me, I have the reputation. Trust “Nothing beats video. It’s just this ago and it’s the number one listing me, I have the professionalism. Trust dynamic content,” Wasny says. “It’s the on YouTube, that tells you that mar- me, I have the equipment at my shop way people talk, the way people look, ket is wide open.” to fix your car and I’ve been doing it for the way they dress, the way they tell He believes it’s a gap that needs five, 10, 15, 20 years.” stories. You’re going to make just this to be filled and an enterprising shop The repair and service industry is a indelible impression on someone. owner could easily take advantage. visual one. Shops should take advan- You get their facial expressions, their Forget being overly sophisticated, tage and post something about an body language, their faces covered he says. Just make sure that who- interesting repair job, a problem they with grime or something – and that’s ever is in the video – whether it’s a overcame, or just fun in the shop. a great thing.”

“In terms of getting the most if you have limited resources and you are really on a bare- bones budget.” visibility, having that Google The only real cost is time because, remember, it will need business page is more important periodic attention. A junior staffer can probably handle the task without too much disruption, though. than your own webpage.” And registering with Google is a good idea, even if you have a booming website, Wasny says. The Google profile is what —Garret Wasny, professional development advisor pops up whenever a business is searched. “In terms of getting the most visibility, having that Google business page is more important than your own webpage,” He uses the phrase ‘first step’ on purpose. It’s not enough he says. to input this information and walk away. Like with Twitter or Facebook, it requires regular updating. Reviews “Things like adding pictures makes a big difference. Auto A key aspect of the Google business profile is getting reviews repair shops are such a visual, tactile place,” he says. “How many from customers. Important factors go into whether or not a cars come in? How many different tools do you have? How business will show up when searched: the star ratings given many people work there? How many different repair situations by reviewers, how many reviews the business has received, come up? There are endless ways you can photograph (auto- and how recent those reviews are. motive repair shops). That makes it visually interesting.” If someone is searching for a repair shop near them, feed- The opportunity to teach and advise are countless. back will play a critical role in where they shop. Becoming a trusted source of information ultimately means “The reason reviews are such a hot topic is that people are more business. And, best of all, it’s free. You can’t even say most of the time finding your businesses from a search for that about hosting your own website. the first time,” Podium’s Owens says. “Some have said, ‘We’re not going to have a website. This Not too long ago, people would go into about four differ- [a Google page] will be our de-facto website,’” Wasny says. ent businesses before they decided where to spend their “And actually there’s nothing wrong with that, especially money. That’s how we did our research. Nowadays, the aver-

16 November / December 2019 www.autoserviceworld.com age person will likely walk through a single door. the answer is, ‘Absolutely.’ People are hanging on to every “That's because all the information they need in order to word of that review,” Owens says. make that decision is online and that’s where those decisions Reviews, as part of a Google profile, feed into four main are being made,” says Owens. “Reviews heavily, heavily impact traits customers look for in a business: reliability, expertise, that. So by the time they walk through your door, they’ve experience, and professionalism. likely already made their decision.” “People are willing to pay a little bit more if they get what Reviews are an extension of word-of-mouth recommen- they want,” says Wasny. “And what they want is a good job.” dations, except conversations are taking place online rather than at coffee shops, homes, and workplaces. Even when the Filling out the profile recommendation starts in the real world, it quickly moves When it comes to reliability, customers want to know that online as the prospective customer checks you out on the they’ll get the product or service they want. They want to web. If they can’t find you, or see bad reviews, chances are know that the business has the inventory, expertise, and train- they won’t follow through. ing to meet their needs. Do they belong to an association and “If you don’t have a good reputation – if people don’t feel do they adhere to professional standards or codes of ethics? like they can trust you – you’re dead in the water,” Owens says. These can all be expressed in your Google profile. Wasny sees a lot of businesses putting in a significant effort “As much as possible, you want to communicate that in in soliciting positive feedback online. This makes sense every ad and in every signal your company has on or off the because people typically only write a review when they have web,” Wasny says. something to complain about. Owens recommends asking Failing in any aspect means it’ll be tougher to grow. In an for reviews at the end of the sale, while the customer is happy industry that still battles poor public perceptions, creating about the service they received. trust and credibility is key. A glowing Google profile could be “If your question is, ‘Do reviews affect my business?’ then exactly what you need to be found by the right shoppers.

Which means you need RepairLinkShop.com

With cars becoming more complicated, don’t take a chance on non-OE parts. RepairLinkShop.com makes your repairs easier with: • Part illustrations and technical diagrams direct from OEMs • 24/7 online ordering • VIN-based parts look-up Visit OEConnection.com/CARS to sign up for FREE!

www.autoserviceworld.com November / December 2019 17 TOP 10 WEBSITES Tips for Building 5 a Better

Repair shop websites are built on a variety of successful marketing strategies By Jacob Stoller

ith all the hype about the “newness” of the digital age, it’s hard to believe that the world’s first web- W site turned 30 years old in 2019. While social media has dominated the attention of mar- keters since the early 2000s, websites remain the essential marketing hub for independent shop owners, providing the www.connieanddicks.com best bang for the buck for growing the business. Modern websites, of course, bear little resemblance to their Tip #1: Be a storyteller early predecessors. The best of them create an experience for No marketing can succeed without engagement, and in websites the virtual visitor, complete with large photos, audio, video, as well as all other media, storytelling remains the most effective maps, blogs, and scheduling widgets. engagement tool. But to be successful, they still have to offer basic informa- Contest winner Connie and Dick’s Auto Service Center of tion and answer the questions that every consumer asks when Claremont, Calif., brings storytelling right to the website landing shopping for a service provider. page, where visitors are introduced to over five decades of the “They want to know what services are available during hours shop’s history, replete with photos of 60s and 70s vintage cars and after hours, payment methods, rental cars, shuttle service, and buildings that housed the business in its earlier days. The appointment availability and so much more,” says Ray Fisher, story flows naturally into the present day, where qualifications, executive director of the Automotive Service Association (ASA). testimonials, and maintenance tips are presented in a clear and His association runs an annual website competition, that logical fashion. recognizes the most innovative and successful repair shop “Along with the clean, well-organized design, this website is websites. Perusing this year’s winning sites, we found five unique in walking visitors through the history of the business up marketing tips to help you take your site to the next level. to the present day,” says contest judge Tony Molla.

18 November / December 2019 www.autoserviceworld.com www.carminesimport.com www.fixitwithfred.com

Tip # 2: Don’t be afraid to stand out. Tip #4: Make it personal. There’s an old saying that if you try to please everybody, you Fix-it With Fred of Canton, Ohio, counters visitor anxiety by please nobody. Similarly, trying to be everything to everybody is emphasizing its family roots and orientation. There’s even a bit of one of the most common marketing mistakes. gentle family humour in the shop name, and the comment that Carmine’s Import Service of Kernersville, N.C., leaves no he may fix the cars... but she’s “the boss.” doubt about where it stands. Within seconds of bringing up Site visitors will notice a lack of cars in the photos. “We believe the website, visitors see that this is a highly qualified specialist that customers know that a car shop deals with cars,” the owners in European import vehicles. That might discourage somebody say in their submission. “They’re looking for people who they can from bringing in a Ford pickup, but it’s probably exactly what trust and depend on.” BMW, Mercedes-Benz, or Audi owners want to see. Judge Carm Capriotto notes that the homepage draws visitors “Carmine’s Import Service is not your typical import service in with a strong feeling of family. “They don’t hesitate to talk shop, and our website aims to highlight that to our customers,” about trust, integrity, honesty, commitment, and reliability, which says shop owner Carmine Cupani. are fundamental to their shop,” he says.

www.sparkscc.com www.sparksauto.net

Tip #3: Build trust across the board. Tip #5: Acknowledge the elephant in the room. Many consumers approach auto shops with trepidation. To Convincing consumers that independents are fully qualified counter this, the website for Sparks Car Care of Federal Way, to maintain late-model vehicles can be tough, but Sparks Wash., reassures visitors by reinforcing trust over and over again. Computerized Car Care in Muncie, Ind., reinforces the message The journey begins with a friendly photo at the customer service by putting the word “computerized” right in the shop name. The desk combined with a “superior service with integrity” message shop boldly announces it is “Your Local Dealer Alterative,” and the and progresses down the page, with references to ratings, website showcases photos of people working with high-tech tools. awards, a group photo of the staff looking up at the camera, and “Unlike your local dealership, we work hard to provide of course, customer testimonials. outstanding personalized customer service and repairs at a fair “Our site lets our customers know that when they trust us price,” reads the website. “Using nothing but the latest tools and with their vehicle, it’s in the best hands possible,” says the shop’s technology available, our team is able to diagnose and fix submission to ASA. problems quickly and more efficiently.” www.autoserviceworld.com November / December 2019 19 PRODUCT FEATURE ACCESSORIZING SALES Retailers report stable or growing sales of accessories, dispelling reports of a “retailpocalypse.” By Allan Janssen

rossover utility vehicles – the fastest-selling vehicle segment in North America – may represent a vast Cuntapped market for accessorization, according to a pair of recent reports from the Specialty Equipment Market Association (SEMA). The reports paint a rosy picture of the $44.6 billion accessories market, suggesting that as the vehicle landscape changes, the market for parts to modify those vehicles is growing rapidly. The association’s “Accessory Opportunity Report” reveals the top cars and trucks that consumers are choosing to acces- sorize, and outlines emerging segments within the industry. “The new SEMA report represents the first time we’ve been able to quantify the best opportunities for vehicle customi- zation,” said Gavin Knapp, SEMA’s director of market research. He acknowledged that while full-size pickups, Jeeps, and muscle cars have traditionally been popular in the accessories market, CUVs represent a particularly lucrative growth opportunity for the industry. Drivers of CUVs are also looking for a wide range of appear- ance, performance, comfort, convenience, and technology products to enhance their rides, he said. Another SEMA study – the “Retail Landscape” report – found that 83 percent of automotive specialty-equipment retailers are reporting stable or growing sales in recent years, dispelling reports of a “retailpocalypse.” Knapp said more than 3,000 SEMA member retailers are primed for continued growth. While most sales are still made only, platforms used, while 71% of specialty auto retailers use within brick-and-mortar stores, a growing percentage are their company’s website to advertise the business. being made through the Internet and e-commerce. Fears that the youngest generation of drivers aren't devel- In fact, the digital arena is becoming a major ally to acces- oping a strong interest in vehicles have not materialized sories retailers. Last year’s “Young Accessorizers” report showed that 16- “The SEMA Retail Landscape Report shows that the heav- to 24-year-old drivers are racking up an impressive number ily publicized death of traditional retail is greatly exagger- of miles driven in North America, and about a quarter of ated,” said Knapp. “The positive news is that most retailers them are spending big money on accessories. in our industry are doing well. While the Internet and ecom- According to the research, about 58% of young accessoriz- merce has impacted their businesses, savvy retailers are ers would rather give up their phone than their car for a week. learning how to incorporate online sales into the mix and And vehicles also play heavily into their busy social lives, finding great success.” as four out of five say their cars help bring them closer to For specialty-automotive retailers who find opportunity their friends. online, 54% sell products through their company’s website The 2018 SEMA Young Accessorizers Report is filled with and 39% sell their products through an online marketplace additional details about what 16-24-year-olds are driving, how such as Amazon, eBay, and Walmart. they use their vehicles, where they shop for accessories, and The web and social media are vital for marketing with 81% how they modify their cars. of retailers using social media to market their business. The 75-page report also includes information on how to Facebook and Instagram are the main, but by no means the reach young accessorizers.

20 November / December 2019 www.autoserviceworld.com SELLING Impressing the CPO These may feel like little tricks, but when they become habitual and natural, you’ll see they are just pleasant ways of interacting with your customers.

4. Create a female-friendly atmosphere Is the music you play appropriate? What about the selection of maga- zines? Are your bathrooms clean? Is your furniture inviting? Is the waiting area warm enough in the winter time? Women are the 'chief purchasing officers' in their homes. Cool enough in the summer time? Do they want to do business with you? There are many ways to create a female-friendly environment. The trick By Katie Mares is to look at your facility through her eyes. Tailoring the atmosphere for the t is worth asking yourself how customer. Make sure you have female female consumer will make her feel your marketing material and input as you attempt to gain a greater comfortable, and increase her trust in I your service counter interactions understanding of what the chief pur- your brand. are seen through the lens and expe- chasing officer wants, expects, and rience of gender. demands. Start with the assumption 5. Train for success Why? Because a lot of shops do a great that they want to be understood first as If one of your team members has a par- job of presenting themselves to men, a woman and second as a consumer. ticularly high emotional quotient (EQ), but don’t score as highly with women. they will be able to execute these tips This is a real problem. Generally speak- 2. Create real relationships naturally, creating real connections. ing, women are the chief purchasing offi- Building a trust account with your Those with high EQs can read non-ver- cers in their households. They either do female consumer base is extremely bal cues and can adjust their approach all the shopping themselves (including important because that’s where a lot of based on the needs of individual con- for vehicle maintenance), or they influ- your referrals are going to come from. sumers. Some of those skills can be ence the purchasing decision. Not only One of the best ways to do this is to get learned. Focus your counter training do they hold a veto on spending, but to know them in a comfortable, natural on EQ, and then layer in IQ as you go. they’re your number one referral source. way. Women can tell when efforts to When you blend EQ and IQ together, If you aren’t taking female percep- create a relationship aren’t genuine. you will receive complete engagement tions into account, you could be failing Forced interest or insincerity is a real from your female consumer. to impress a critically important cus- turn-off to a woman, so use your active One of the reasons women walk out tomer base. listening skills, compassion, and empa- of service shops is because they don’t If you want a chief purchasing offi- thy skills to make a connection. like the way they were approached or cer to choose your shop, you must start treated. Create an experience that will with the recognition that she doesn’t 3. Make it personal bridge the gap, and impress your female need you. It is, in fact, you that needs Use captured information in a meaning- customers – the chief purchasing offi- her. To earn her business, you may have ful way to personalize their experience. cers – that you need to connect with to turn your male-oriented service For example, if she talks about her son, in order to be truly successful. practices on its head. Johnny, who is going to play in a soccer Here are five ways to do that. tournament, make a note of that. And Katie Mares is a certified the next time she visits, make sure to speaking professional, 1. Understand the ask her how Johnny’s soccer tourna- business consultant, and female consumer ment went. Or ask how she takes her a partner in the business Take an afternoon with your staff to cre- coffee, and then surprise her the next training company, ate the profile of a typical female time she comes in by not having to ask. Alkamey Group. www.autoserviceworld.com November / December 2019 21 TECHNICAL ARTICLE

Security gateway modules – designed to foil hackers – can be a repair roadblock if you don’t know how to navigate them. By Allan Haberman

s vehicle safety systems grew more and more sophisticated, A we got used to the idea that they would assume control of critical systems in order to function properly. In fact, the overrides that safety systems require is the primary reason vehicle control systems have been migrating to electronic controls in recent years. For example, ABS systems allow the brakes to be applied and released through electrically controlled sole- noids. Electronic throttle control systems use an electric motor to open and close the throttle. Electric power steering systems can steer the vehicle. And vehicle stability control system (VSC) can take over one, some, or all of these functions. All these critical vehicle systems are now controlled by electronic control modules that can be accessed via a vehicle communication network – most often the controller area network (CAN). While this makes it easier for the engineers to link and or integrate these systems, it also makes it easier for hackers to access these critical functions. Once they have access to the network, they can manipulate most, if not all, of the safety and security systems on a vehicle. CLOSING After a highly publicized hacking of a Jeep, there was a call to make these networks more secure. Although in this case the hackers accessed the data link connector (DLC), there was concern THE over the vulnerability of wireless networks used on many vehicles. As the number of available wireless options increased, so too did the risk of remotely accessing vehicle networks. This prompted at least one vehicle manufacturer to increase the security GATE of its in-vehicle networks. 22 November / December 2019 www.autoserviceworld.com Fiat-Chrysler developed security connection. The connection to the will still need to purchase a separate gateway (SGW) modules and started server has to be made with the same subscription from TechAuthority to implementing them on their 2018 device you use during the road test. So access the download files for repro- models. Each model year, it has you could connect to the vehicle using gramming modules. expanded SGW module use, further the shop’s Internet connection and Somer aftermarket scan tools will work isolating the DLC from critical com- begin the diagnosis, but when you want on vehicles with the Security Gateway munication networks on the vehicle to road test the vehicle, you have to Module but, you may have limited access. in order to foil hackers. establish a new connection with the You may be able to get limited live data The architecture is similar to that FCA server using your mobile device. stream, but no active controls, such as found on vehicles equipped with a Sounds simple enough, except that bi-directional control of actuators. totally integrated power module at time of this writing, the only autho- There are also a number of bypass (TIPM). The DLC is connected to the rized scan tool to do this work is the options available. security gateway module via a dedi- FCA factory scan tool, the wiTECH 2.0. There are cables available that cated CAN bus, similar in design to So, what if you don’t have the factory bypass the SGW module, allowing the the diagnostic CAN bus used for the scan tool? Well, the wiTECH 2.0 is a same access to control modules that TIPM. The difference is that the TIPM cloud-based service. The actual hard- you would have on a vehicle without lets you access all connected networks ware is the MicroPod 2 vehicle commu- the SGW. Installation of these cables on the vehicle, while the Security nication interface (VCI) which is avail- requires removing the connectors at the SGW module and attaching them to the bypass cable. You’ll need to Some aftermarket scan tools will work on vehicles access the SGW module itself. On some with the Security Gateway Module but, you may vehicles the module is located under the dash, so access is relatively easy. have limited access. You may be able to get limited Some models may require removal of the radio to access the SGW module. live data stream, but no active controls, such as There are a number of different bi-directional control of actuators. bypass cables available and connection to the vehicle may differ. With some your scan tool may need to be attached Gateway Module (SGW) limits access able to the aftermarket. Once you’ve to the bypass cable rather than the vehi- to certain systems. purchased and registered your MicroPod cle’s 16-pin diagnostic connector, while To access networks on a vehicle with 2, all you need is a wiTECH 2.0 subscrip- others may use the vehicle diagnostic an SGW, you’ll need a registered and tion, available from TechAuthority, and connector. Some are even designed to authorized scan tool, with relevant OE you have a dealer level scan tool. be mounted in the trunk and tap into subscriptions, as well as an active But you can also use an approved J2534 the CAN bus at a junction connector. Internet connection. device in place of the MicroPod 2. You’ll So, for now the SGW module can be To verify that the tool is authorized need to purchase a wiTECH 2.0 subscrip- bypassed and we can access the vehi- requires an active connection to the tion and register your J2534 device before cle networks to diagnose and service FCA server. Once connected, the server use. There is a list of approved devices these vehicles. For now. FCA is expected will communicate with the scan tool on the TechAuthority website. to have SGW modules on 90 percent of and exchange security information. If Once registered, purchase a wiTECH its 2020 vehicles. the exchange is successful, the connec- 2.0 subscription and you can start Other manufacturers are also add- tion to the vehicle networks will be diagnosing FCA vehicles. The wiTECH ing security measures to their vehicle allowed and you will have access to all 2.0 is only necessary for vehicles with networks and after seeing how easily networks on the vehicle. the SGW module but will work on all the gateway module was bypassed, the The Internet connection must be FCA-Chrysler vehicles from 2011 to next step may be securing the mes- active to maintain communication current and some earlier models as sages on the networks rather than the between the scan tool and the vehicle. well. There is also a Vehicle to network itself. If the connection to the server is lost Diagnostic Tool Reference Chart on Securing the messages would pre- the secure connection to the vehicle is the TechAuthority website. vent unauthorized devices from gain- terminated. This means in order to You will be able to program and ing access – even with a bypass device. road test a vehicle with the scan tool update modules on SGW vehicles with Only authorized devices with access connected, you will need a mobile the wiTECH 2.0, but whether you use to the secure server would be able to device with an active Internet the MicroPod 2 or a J2534 device, you communicate on the networks. www.autoserviceworld.com November / December 2019 23 As touch screens become more common, perhaps diagnostic tool will be integrated into these devices. Instead of purchasing a a diagnostic tool will be integrated into these scan tool, we may simply purchase a devices. Instead of purchasing a scan tool, we subscription giving us access to an entire vehicle line. It may be that more may simply purchase a subscription that gives us OEMs will follow GM’s lead in offering diagnostic access on a per-VIN basis. access to an entire vehicle line. For now we can service these vehicles with a bypass device or with a subscription from the manufacturer. As manufacturers continue to move carmaker’s Aftermarket Scan Tool User It is difficult to predict what new secu- to cloud-based scan tools requiring Management and Tool Registration rity measures will be developed down online access to function, aftermarket system, it has created a “Secure the road. But one thing is certain: no scan tool manufacturers will need to Gateway Module” solution that helps matter what comes, we will find a way follow suit. Even with the SGW vehi- technicians navigate the registration to deal with it, just as we always have. cles, an aftermarket scan tool will need process and allows use of Snap-on scan Life as a technician certainly isn’t online access to function. And as secu- tools on these vehicles. boring! rity measures increase, accessing the Perhaps at some point we will have manufacturer servers to gain access vehicle-based scan tools, similar to the to vehicle systems will become stan- old diagnostic systems on some vehi- Allan Haberman is dard practice. cles where you used the climate con- an automotive trainer At least one tool manufacturer, trol panel to access data and codes. based in Winnipeg, Man. Snap-on Tools, has come to an arrange- As displays and touch screens You can reach him at ment with FCA. Through the become more common, perhaps a [email protected]

Part of your inventory know-how

With 500,000 parts in stock and ready to be delivered from any of our warehouses to your place of business, NAPA Auto Parts is more than a supplier: it’s your very own national inventory. napacanada.com

24 November / December 2019 www.autoserviceworld.com BAYWATCH

Driveline oil Throttle body assembly PetroCanada has Dorman has introduced throttle body assemblies for Buick expanded its line of 2004, Cadillac 2006-03, Chevrolet 2007-03, GMC 2007-03, Traxon synthetic oils Hummer 2007-03. Available as a complete unit, this direct with Traxon Synthetic replacement electronic throttle body includes the gasket, idle 75W-85. It is said to pro- air control motor and throttle position sensor for a complete vide fleet owners and operators with repair solution. It matches the original equipment part for fit and performance. enhanced efficiency and long-lasting With a corrosion-resistant aluminum body, it features a new sensor and circuit wear protection that can extend equip- board for reliable performance. ment life and reduce unplanned down- www.dormanproducts.com time and associated maintenance costs. It offers easier start-ups and improved Mercedes rotors cold weather shifting for manual trans- Continental offers the new ATE Two-Piece missions, hypoid gears and rear axles. Mercedes-Benz Disc Brake Rotors for www.lubricants.petero-canada.com direct OE replacement on the AMG C43, E43, CLS, GLC, and other high-perfor- Battery Cooling Fans mance models. As the only product com- parable to the patented original two-piece Mercedes-Benz design, the ATE Two-Piece rotors meet OE specifications in fit, form, and function. They also meet ECE Regulation 90, a strict testing protocol required for replacement brake parts. Continental has released a range of www.ate-brakes.com affordable, OE-quality VDO Hybrid Battery Cooling Fans. Previously only AC recovery machines an OE dealer item, the fans are available Robinair has announced that new connected AC recovery for Ford C-Max and Fusion, Lexus EX machines – 34998 and AC1234-9 – will be available for purchase and CT, Lincoln MKZ, and Toyota Prius, this month. The fully automatic recovery machines feature a 10.5- Prius V, Avalon, and Camry. VDO Hybrid inch high-resolution touch screen, full video capabilities, Battery Fans restore original battery Bluetooth/WiFi-enabled functionality, Google Cloud printing, cooling performance for increased effi- and over-the-air update capabilities. ciency and better battery mileage. Built www.Robinair.com for vehicle specific fit, form, and function, they feature OE mounting points Heavy duty greases and plug n’ play electrical connections Shell Rotella is bringing a portfolio of greases to for quick and easy installation. Canada. The HD is a premium heavy-duty grease www.usa.vdo.com for wheel bearings and general chassis lubrication. New SD is special-duty moly grease for applications Coil pack like power take-off linkages, trailers, and hitches. Induction Innovations has introduced The ET is an extreme-temperature tacky grease for the new Bearing Buddy Coil Pack, for heavy equipment. And MP is a new multi-purpose use with the Mini-Ductor Series. The lithium grease for general chassis, springs, pivot Mini-Ductor product line allows users points, low-speed bearings, and equipment like mow- to release hardware from corrosion or ers, trailers, lifts, and loader buckets. thread lock com- www.rotella.shell.com pounds, without the dangers of 0W-16 motor oil an open flame. Wakefield Canada Inc. has introduced Castrol Edge 0W-16 to The Bearing address those applications that now require this new grade, in Buddy Coil both 1 litre and 208 litre drum package sizes. Driven principally Pack offers by Japanese auto makers, SAE 0W-16 grade has emerged as a rec- two different sized flexible coils and a ommendation for the 2018 Toyota Camry in the 2.5-liter engine heat-resistant mat. and for the 2018 Honda Fit. www.theinductor.com www.wakefieldcanada.ca www.autoserviceworld.com November / December 2019 25 BAYWATCH

Spark plug Bosch has expanded its spark plug product line with a new double platinum spark plug SKU. The new spark plugs provide extended coverage to 555,000 late-model European vehicles including a number of late- model BMW vehicles. Bosch OE Fine Wire Double Platinum Spark Plugs are engineered with a laser welded platinum inlay ground electrode that provides up to three-times longer service life when compared to standard copper spark plugs. Drive system service kits www.boschautoparts.com CRP Automotive now offers Rein Automotive Drive System Service Kits, Wiring diagrams covering the entire drive system of the The latest release of vehicle. The kits are available for pop- ProDemand from Mitchell 1 ular Audi, BMW, and Volkswagen mod- builds on the major wiring dia- els. The kits include the exact, gram enhancements intro- high-quality parts needed to complete duced earlier in the year, mak- the job, and are offered in two config- ing the diagrams even urations. If the vehicle requires a tim- “smarter” and increasing ease ing belt, the appropriate Rein of use and efficiency. The wiring diagrams now feature even more streamlined Automotive kit includes the timing belt, navigation including retention of the “hidden state” of circuits when moving as well as other necessary parts along between diagrams, new “next/previous” arrows on the sides of the diagrams and with the accessory drive belt and improvements to the hide and pan functionality. related components. If the vehicle uses www.mitchell1.com a timing chain, CRP includes the belt and all of the components associated with the accessory drive system, including the water pump. www.reinautomotive.com

www.vdo.com/usa Beam wiper blade Cars are happy to see VDO OEM Direct Parts. Continental Commercial Vehicles and Aftermarket now offers ClearContact VDO OEM Direct Parts are genuine OEM parts direct from the premium beam windshield wiper manufacturer – that’s us! They’re the same high quality parts, blades that do not require any adapt- affordably priced to keep you competitive. ers and come fitted with the right con- Get exceptional coverage for air control valves, electronic nection needed for the vehicle. If shops throttle valves, flex fuel sensors, fuel modules and injectors, have the program’s 14 front windshield temperature controlling water pumps, door lock actuators, part numbers in stock, they can cover MAF/MAP sensors, wheel speed sensors, and washer pumps. over 94% of passenger cars and light Why settle for parts that claim to be OE quality trucks that come in for service. Overall when you can have the genuine OEM parts? VIO in the United States and Canada exceeds 258 million. ClearContact [email protected] windshield wiper blades are available 800-564-5066 for both front and rear wiper VDO – A Trademarks of the Continental Corporation applications. www.Continental-ClearContact.com

26 November / December 2019 www.autoserviceworld.com CO5351 CARS_OEM DP_CarsAreHappy_ThirdPage_Nov-Dec-2019_V1.indd 1 11/19/19 12:34 PM Automatic transmission fluid Diagnostic CRP Automotive has introduced a new platform and advanced line of Pentosin automatic Denso says its transmission fluids for domestic, new VehicleMRI European, and Asian vehicles. Available for popular models that utilize ZF and diagnostic tool is Aisin AW automatic transmissions, the Pentosin ATF 5, Pentosin ATF 6, Pentosin available as an ATF 8, Pentosin ATF 9, and Pentosin ATF 44 are specially formulated to meet the Android mobile app, individual design and technical requirements of specific transmission types. They allowing technicians to utilize low viscosity technology to ensure smooth and quiet shifting, while enhanced quickly and accurately lubrication helps to maintain an optimum shear stability in all conditions. inspect vehicles and identify under- www.crpautomotive.com performing parts to prescribe their customers a predictive maintenance plan. Social media management In addition to detecting the source of Mitchell 1’s SocialCRM auto shop mar- check-engine lights and other dash- keting service is offering a new online board warning lights, tests include appointment feature that will make it checking the vehicle’s battery cranking more convenient for consumers and voltage, identifying out-of-date soft- auto repair shops to schedule appoint- ware, and displaying safety recalls. ments for auto repair and maintenance VehicleMRI incorporates predictive services. The feature is integrated with analytics to flag parts and sensors that the Manager SE shop management system and allows consumers to request an may need to be serviced or replaced at appointment directly on the shop’s website or from an email sent from the shop. future mileage junctures. www.mitchell1.com www.densoautoparts.com

ClearContact™ premium beam wiper blades You know us for No adapters world class tires… Faster installation OE fit and quality

Now you can say the same for our wipers.

NEW

Continental-ClearContact.com

ClearContact – A Trademark of the Continental Corporation

www.autoserviceworld.comCO6074 CARS_ClearContact_WorldClassWipers_HalfHoriz_Nov-Dec-2019_V1.indd 1 November / December11/19/19 2019 1:50 27 PM BAYWATCH

Engine management Hand towels Delphi Technologies has Permatex now offers Scrubs In-A- broadened its coverage in Bucket – professional-grade scrub- engine management, adding bing towels for use in shops and more than 250 part numbers, garages. A strong, dual-textured resulting in double-digit growth towel, Scrubs towels thoroughly for engine sensors. This expansion complements its full line clean hand and arms, without the use of soap or water. They of ignition coils and MAF sensors. Coverage for knock sen- can also be used to clean tools and all types of surfaces. sors increased by 40 percent, while MAP and camshaft posi- They are available in a 72-towel bucket, a 30-towel bucket, tion sensors increased by 30 percent. The company also and a case of 100 individual towel packets. added new ABS wheel speed sensors, crankshaft position www.permatex.com sensors, and vehicle speed sensors, and plans to reach 75 percent sales coverage in engine sensors by the end of 2020. Crankshaft www.delphiaftermarket.com and cam tools OTC has announced the addition Chassis parts of new specialty crankshaft and TrakMotive has introduced 237 new cam tools to its product lineup for part numbers, providing over 24 mil- Detroit Diesel engines. Designed to improve a technician’s lion application opportunities. The effort and efficiency in the shop and help keep heavy-duty new offerings include automotive CV axles, ATV CV axles, fleet vehicles on the road, the new crankshaft and cam tools drive shafts, CV intermediate shafts and window regulators. are now available throughout North America. www.trakmotive.com www.otctools.com

THE RIGHT TOOLS FOR THE JOB π INTRODUCING A BIGGER, TOUGHER, AND SHIPPING SUPPLY SPECIALISTS WATERLESS WAY TO WIPE OUT GREASE.

CHOOSE A SIDE.

ORDER BY 6 PM FOR SAME DAY SHIPPING

COMPLETE CATALOG 1-800-295-5510 uline.ca

28 November / December 2019 www.autoserviceworld.com CONTINUED FROM PAGE 30 ➞ must carry accounts receivable or they will lose all their clients. Under close examination, nothing could be further from Product mix affects gross profit, since different gross profit the truth. Commercial receivables must be managed prop- percentages are made on dealer parts and aftermarket parts. erly. How can a shop offer the best quality of skill level, a high And there’s a different labour rate for diagnostic skills versus plateau of personal service at a fair price, and give unlimited maintenance skills. interest free credit? This is 1990s era thinking! Things have Understanding the sales mix trend gives you the opportu- changed. If the automotive maintenance and repair shop’s nity to improve net profit and cash flow. Naivety of the pre- receivables exceed 20% of the last six months average monthly vailing trend, on the other hand, can create management inse- sales, cash flow (and most likely gross profit and net profit curity. When gross profit is not understood in a shop, net profit too) will be affected. Management is creating its own nega- is affected. When net profit is affected, cash flow dries up. tive business circumstances by not changing the way it thinks When cash flow dries up, stress increases, and attitudes sour. about its business. High Expenses: Are business expenses out of line? Accounts Payable Not Current: When a shop cannot Operating expenses must be examined to discover what is consistently pay its monthly accounts in full, there is clearly controllable. Some things may be out of your control, or may a very serious problem that is not being addressed. In most constitute common sense expenditures in order to attract cases it turns out to be one of two things, or even both. the type of clients and the level of service you’re trying to Accounts receivable are out of control. And the right labour achieve. Many shops will clutter up their expenses, all with type and labour is not being charged out. It’s time for man- the purpose of saving tax. Unfortunately, this tends to clut- agement to learn how to run the business all over again… ter management’s ability to properly measure the business. this time reflecting the “new aftermarket” way of doing things. Accounts Receivable: This one hurts a lot of shops and Deterioration in General Business Attitude: Shop is a major sore point for our industry. Most owners think they owners who truly think nothing can be done to improve their lot must understand it’s time to look in the mirror. We’ve heard so many times from owners that the problem ADVERTISER INDEX is today’s demanding clientele, or pampered staff, or the dying industry, or greedy suppliers. I’m sorry, but it’s time AIA Canada...... 13 www.aiacanada.com/asap.html to be blunt. Management’s thinking is simply wrong. Aisin Group...... 11 The attitude that management have directly affects the www.aisinaftermarket.com financial outcome of the business. If management will not Brake Parts Inc. - Raybestos...... 31 step out of the box and learn how things could be, with a new www.raybestos.com strategic plan, then there’s no doubt that the business is head- Continental – Clearcontact...... 27 ing for serious financial trouble. www.continental-clearcontact.com Attitude will determine where the business will fit in over Continental VDO...... 26 the next three to five years. It will be management’s attitude www.vdo.com/usa that will determine whether the business will even be around Mann+Hummel WIX...... 4 www.wixfilters.com within the next three years. It will be management’s attitude that will determine whether management is paid a profes- Mopar...... 7 www.mopar.ca sional personal income, or buy them a job. I believe attitude will prove to be the critical factor for business survival and NAPA...... 24 www.napacanada.com business growth in the next 10 years.

NGK Spark Plugs...... 9 Measuring the business properly can show, in advance, www.ngksparkplugs.ca where the business is heading. It is definitely worth the time NRS Brakes...... 2 and investment, to learn how this is done. www.nrsbrakes.com Take control of your business’s destination because it has OE Connection...... 17 been proven time and time again “If you can’t measure it, www.oeconnection.com/CARS you can’t manage it.” RSC...... 28 www.rscbrands.com Uline...... 28 Bob Greenwood is an Accredited Master Auto- www.uline.ca motive Manager (AMAM) who offers personal VL Communications...... 3 www.vlcom.com business coaching and ongoing management training for aftermarket shops, focusing on WORLDPAC...... 32 www.worldpac.ca/quality building net income. He can be reached at 1-800-267-5497 or [email protected]. www.autoserviceworld.com November / December 2019 29 GREENWOOD’S GARAGE Do you see the warning signs?

There are usually some clear indications when financial and operational failure is looming.

By Bob Greenwood, AMAM

Shop owners who monitor their num- When you’ve covered these basics, recorded on to the repair order? Too bers properly on a monthly basis are it’s time to review the overall finances often there are items installed on a cli- more in control of their destiny than of the business to see if one or more ent’s vehicle that never make it onto they may think. If they study the year- lines are clearly out of whack. the RO. You paid for those items, and to-date trends that their numbers offer, Low Gross Profit Dollars and for the labour that installed them! That they won’t be driving in the dark. Percentages: You are going to have to will dramatically affect gross profit and Establishing goals for a business is analyze three things very carefully: the net profit – and of course cash flow. the first step toward success. But once gross profit dollars earned on sales, the Did you change your buy/sell habits those goals have been established, gross profit percentages made in each over the past year? Working closely monitoring key financial criteria and revenue category, and the gross profit with a single jobber can enhance gross making periodic adjustments is criti- mix of the shop. When the gross profit profit dramatically. Setting up a strong cal to reaching the target. of the shop is below objective, it’s time business relationship with your jobber The numbers give you important insights into where the business is The numbers give you important insights into going, and how well you’re progressing toward your objective. And just as there where the business is going, and how well you’re are signs when you’re making good headway, there are also signs when progressing toward your objective. you’re heading toward cash flow restric- tions and net profit problems. to start asking some tough questions. will ensure you’re buying right – in the Low Sales & Poor Ratios: When year- Did you capture the correct inven- right volume, at the right price, and at over-year sales fall short of your pre- tory values? Remember, the cost of the right time – which enhances gross established goals and ratios, it’s time goods sold on the financial statement profit, net profit, and cash flow. to take a close look at your own ability is determined by taking the opening Has the product mix of the shop to turn the situation around. This inventory plus purchases minus the started to change? Periodically monitor- involves a detailed analysis of the gov- closing inventory. Sales minus cost of ing the mix of dealer parts and aftermar- ernance of the business. goods sold equals the gross profit made. ket parts is necessary. And knowing the Is your management ‘attitude’ right? Without the correct inventory values, revenue mix of maintenance, diagnostic, Do you have the correct quantity and the gross profit numbers and percent- and reflash work will allow you to see quality of staff in place? Do you have the ages won’t be accurate. This would also what type of clients you’re serving. It will necessary equipment to get the job done? affect the net profit of the shop and, in also give you a better idea of what kind Are you carrying the right type and lev- turn, the income tax that the shop pays. of future personnel you’ll need to do the els of inventory for the clients you serve? Is carelessness creeping into the job right the first time, as well as the Is the facility itself up to the job? Does it business? Do you have sufficiently tight equipment the shop will need. have the functionality you need? Does it internal controls to ensure that what- project a positive, professional image? ever goes into the client’s vehicle is CONTINUED ON PAGE 29

30 November / December 2019 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

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.