Unperformed Maintenance

Unperformed Maintenance
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Capturing the $12
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ALSO:
■ Mazda names its top tech in Canada
■ Understanding coil-on-plug ignition
■ How to build good word of mouth
MAY 2013
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20 3.
201
contents
Canadian Technician – May 2013 – Vol. 18 No. 4
FEATURES
Word of mouth ...............................................................19
The most valuable form of advertising is also free. You just
have to know how to generate it!
Unperformed maintenance ...........................................20
We look at what kind of work is simply not getting done, the
science behind the calculation, and how to bring that number down.
Igniting change ..............................................................22
A steady progression in ignition technology has led us to the
current coil-on-plug design. What’s coming next?
COLUMNISTS
Management S.O.S. by Kelly Bennett ..............................13
The Car Side by Rick Cogbill ..............................................30
20
DEPARTMENTS
6
Service Notes.................................................5
Letters ............................................................6
Out & About....................................................9
EyeSpy ..........................................................10
Products.......................................................26
Ad Index .......................................................29
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Valvoline introduces
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1996
Valvoline launches
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© 201Î, Ashland Inc. TM Trademark of Ashland or its subsidiaries in various countries.
SERVICE NOTES
Rebirth of our industry?
The fledgling College of Trades in Ontario could lead
to a new culture of professionalism.
By Allan Janssen
The Ontario College of Trades represents a huge opportunity for technicians
in that province… and possibly across
the country.
It could address many of the issues
that industry watchers say are critical to
the future of our trade. And it could lead
our beleaguered industry into a new era
of professionalism and respect.
But because it came with a $120-ayear price tag, some have written it off.
They say the College of Trades was created without their input, is needlessly expensive, and offers nothing of real value.
If those complaints were true, I too
would condemn it. But I don’t see it
that way.
Instead, I side with those who are
excited about what the College of
Trades could mean:
• Self-regulation for 48,030 certified
automotive service technicians, and
2,162 other skilled trade workers
who hold a sub-category licence;
• A Certificate of Qualification that is
even more valuable;
• Rigorous enforcement that includes
fining unqualified techs and closing
illegal facilities;
• Accountability that gives consumers
greater protection against bad apples
who are incompetent, negligent or
deceitful;
• The opportunity to establish
programs to improve our industry,
like ongoing training requirements,
consistent business practices, and
professional development initiatives;
and
• A stronger voice to lobby
government.
Will these things happen overnight?
Absolutely not. We will need to be
patient. But I truly believe all of these
things are possible. In fact, if we work
together these things are inevitable.
The College is even more impressive
when compared to the old system, man-
VOLUME 18
NUMBER 4
451 Attwell Drive, Toronto, Ont. M9W 5C4
aged by the province’s Ministry of Training, Colleges and Universities. Under
that system, we truly received nothing for
our fees and no input into the governing
of our trade. It was taxation without representation. Granted, the tax was relatively small. At $20 a year, it was like a
mosquito bite: annoying but mostly
painless. Under that system, no action
was ever taken against the scofflaws who
thrived in their backyard shops with unlicensed workers.
I suspect we’ll one day look upon the
creation of the College of Trades as the
first step in the rehabilitation of our
public image and the birth of a powerful
culture of professionalism among our
ranks. It may even be the engine that
transforms our industry across the
country. I know it is being watched very
carefully in other provinces.
This is the kind of experiment that
can lead to sea changes in an industry.
I know some technicians who have
eagerly signed up to the College of
Trades.They see the potential, as I do, to
improve the industry.
Others have signed up reluctantly –
either grumbling about not having a
choice, or taking a determined ‘waitand-see’ approach.
And there are some who are vocal in
their opposition and who simply refuse
to play ball.They decry the new College
of Trades as a “tax grab.”They tend to be
the same people I’ve heard over the
years complaining about what is missing
in our trade: accountability, professionalism development, and respect.
The irony here is that if they took
advantage of what is being offered, they
would probably get many of the things
they truly want.
And at $120 a year, it would be a
bargain!
I’d like to hear what you think.You can reach
me at [email protected].
EDITOR
Allan Janssen
[email protected]
(416) 614-5814
CONTRIBUTING EDITOR
Sarah Voigt
[email protected]
PUBLISHER
Martyn Johns
[email protected]
(416) 614-5826
CIRCULATION MANAGER
Lilianna Kantor
[email protected]
(416) 614-5815
DESIGN & PRODUCTION
Tim Norton
[email protected]
(416) 614-5810
GENERAL MANAGER
Joe Glionna
PRESIDENT
Jim Glionna
PUBLISHED BY
Newcom Business Media
451 Attwell Drive
Toronto, Ont. M9W 5C4
Canadian Technician is published monthly except for January and July by Newcom Business
Media, Inc., 451 Attwell Drive, Toronto, Ont. M9W 5C4. The magazine serves the Canadian
automotive repair and service industry. Subscriptions are free to those who meet the criteria. For others: single copy price: $5.30; one-year subscription in Canada: $42.00 ($40.00
plus applicable taxes); one-year subscription in U.S.: US$60; one-year subscription in all
other countries: US$90. Copyright 2013. All rights reserved. The contents of this publication
september not be reproduced by any means, in whole or in part, without prior written consent of the publisher. The advertiser agrees to protect the publisher against legal action
based upon libelous or inaccurate statements, unauthorized use of photographs, or other
material in connection with advertisements placed in Canadian Technician. The publisher
reserves the right to refuse any advertising which in his opinion is misleading, scatological,
or in poor taste. Postmaster: Send address changes to Canadian Technician, 451 Attwell
Drive, Toronto, Ont., M9W 5C4. Printed in Canada. Second class mail: Postage paid at
Toronto. Canadian Publications Mail Sales Agreement #40063170. ISSN 1710-7644.
We acknowledge the financial support of the Government
of Canada through the Canada Periodical Fund of the
Department of Canadian Heritage.
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Award Winner
Member
Canadian Business Press
“Billions”
By Mick Coulas
1-866-574-9998
MAY 2013 CANADIAN TECHNICIAN
5
LETTERS
I DON’T APOLOGIZE
FOR MY PRICES
All of Kelly Bennett’s points in “Defending Our Pricing Policy” (Management
S.O.S., February 2013) are valid. I am always quick to point out to customers
that I’m in the service business, not the
cheap-parts business. Yes, they can find
parts cheaper elsewhere.Yes, they can believe we charge too much for labour.Yes,
they can say their “mechanic friend” can
do it cheaper. But I’m not ashamed
about what I need to charge to cover my
expenses. Some customers don’t understand the costs of training staff, tooling
up, and insuring the business. These all
affect my prices. If we educate our customers, I know we can win them over.
Bob Ward
Autoguys
St.Thomas, Ont.
SCRIPTS MIGHT HELP US
TALK TO CUSTOMERS
I really enjoyed your article on pricing
policies (Management S.O.S., February
2013). I deal with web surfers all the time.
Lots of the younger car owners that are
up-to-date on the technical stuff seem to
inquire about it a lot more than older customers. I was wondering if you have some
kind of script we could use to help give
us a little more confidence in our answers.
I understand about margins, but I still
find it a challenge (even after five years in
this position) when customers don’t like
my answers. Any tips would be great!
Carly Gillis
Autopro Alignment and Maintenance
Kamloops, B.C.
Editor’s Note
Actually, Carly, I’ve done workshops about how
to answer customer questions, and we work from
a number of different scripts. In future issues of
Canadian Technician, I’ll go over ways to develop your own fool-proof scripts for answering
customer questions.Thanks for asking!
—Kelly
TECHS DON’T COST
YOU MONEY, THEY MAKE
YOU MONEY
I was pretty steamed when I finished
reading your article entitled “Decisions,
Decisions, Decisions” (Management S.O.S.
6
CANADIAN TECHNICIAN MAY 2013
March 2013).You talk about equipment
and employees like they’re inconsequential. Neither costs the shop money.They
actually make money. If they don’t,
you’re doing something wrong! Talking
about employees like they’re a hassle
dooms your shop to failure. No wonder
techs feel under-valued and disrespected!
Richard
Whitehorse, Yukon Territory
Editor’s Note
You’re right that technicians are invaluable to
a successful shop. I would never consider them
a hassle. They are the heart of the business.
My intention was to advise shop owners to
take extra care in hiring the right people for
their shops.
—Kelly
MANDATORY INSPECTIONS
BENEFITS ROAD SAFETY
I couldn’t agree more with the business
trainers who promote routine and scheduled inspections (“Inspecting Every Vehicle,” Oct. 2012). It really does benefit the
customer. The trouble is we’re dealing
with a client base that is all too aware of
frequent television exposés of crooked
repair shops. Our clients are suspicious to
start with, so we have to walk on
eggshells to convince them to follow the
OE maintenance schedule. Those very
few who agree to regular inspections get
excellent vehicle care. For the rest, we get
to fix only what is broken. Mandatory
inspections for vehicles over 10 years old
would be a good thing in every part of
the country. It might cause some hard
feelings but the roads would be safer!
George Stringham
Taber Diesel Service
Taber, Alta.
WHY ARE ILLEGAL SHOPS
ALLOWED TO OPERATE?
Your article about problems in our industry (Shut Up and Do Something, March
2013) covered a lot of issues. The one
that really gets me is the problem of
backyarders and illegal operators.
I spend tens of thousands of dollars a
year on commercial taxes, insurance,
training, tools, and equipment upgrades.
Yet these guys are allowed to take work
away from my shop and my employees
without fear of any kind of penalty. Our
trouble is we continue to turn a blind
eye to this kind of thing.We need to get
that changed!
I once asked a lawyer if a municipality could be sued for failing to
enforce its own bylaws about operating
a commercial business illegally. The
answer was yes and no, and I expect it
would be extremely costly to take them
to court. Maybe as a group we need to
throw a few bucks into the pot to hire a
lawyer to find out!
Robert Summers
Tiverton Truck & Auto Centre
Tiverton, Ont.
How to reach us
What do you think? We love to hear from
our readers. Please send along your
opinions to editor Allan Janssen at
[email protected].
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OUT & ABOUT
The dealership threat
The world of the new-car dealer is changing, analyst tells
shop owners, and it’s going to affect your business.
By Sarah Voigt
Service departments in dealerships account for 27% of the service and parts
business in Canada. But Charles Seguin,
a leading automotive analyst, knows that
number is on the rise.
Speaking at the AIA’s Ontario
Service Provider Forum last month,
Seguin said there’s a tremendous shift in
attitude underway – from dealer
principals and the brands they
represent.They’re trying to tighten their
control over their operations, and part
of that is maximizing profits in all
departments, most notably in the highmargin service department.
“Up until about 10 or 15 years ago,
they didn’t really care whether the
customer came back after the warranty
period or not,” Seguin said. “It didn’t
matter to them because they were
selling enough new cars, taking trades,
and selling used cars. They were fine.
That world has changed.”
According to Seguin, many
dealership service departments are no
longer focusing solely on vehicles under
four years of age. They’re actively trying
to get the attention of the owners of
vehicles as old as eight years.
“They’re extending their reach so
they get a bigger piece of the pie,” he
said, and they’ve developed strategies to
achieve this goal.
sell brake services, front end repairs, and
a host of other services. While many aftermarket service providers offer tire
storage, most dealerships have large facilities, and they purchase or rent storage
space as they need it – making their storage capacities almost unlimited.
one. With vehicles becoming increasingly complex, dealerships often manage
to convince customers that its service
department is the only place equipped
to look after their vehicle.
As dealerships fight for service
business, the competition becomes a
Oil changes
battle of customer experience, Seguin
said. Dealerships have deep pockets
and a growing arsenal of tactics to
reverse its reputation for poor
customer service.
“Brands are now focused on service
retention and they’re monitoring,
measuring, and incentivizing dealers to
behave in a certain way,” he said. “They
really want their dealers to seriously focus
on servicing and customer retention.”
Seguin said aftermarket facilities
traditionally have a stronger connection
with consumers, but they should not
ignore the increasingly aggressive tactics
of dealerships to invade their turf.
“Competing with dealers will not be
like taking candy from a baby any
longer,” he said. “Fight to retain your
customers. Don’t give them any reason
to leave.”
By bundling oil changes into seasonal
maintenance packages, dealerships have
been taking back some of this business
from independent garages.
Menu Pricing
Comfortable facilities
Dealerships are increasingly customerfriendly, with offers of free meals, unlimited high-speed Internet access, personal
TVs, and other entertainment that many
independent shops aren’t equipped to
provide. Dealership waiting areas are spacious and comfortable – designed to keep
customers coming back.
Tire Storage
Storing tires guarantees the dealership at
least two visits per year. Once the wheels
are off, there’s an easier opportunity to
To eliminate surprises and overcome a
negative reputation for upselling, dealership customers now know well ahead of
time what services they’ll need and how
much it will cost.
Telematics
The warning lights on the dash of late
model cars are working against independent shops. The newest cars are programmed to tell the driver to return to
the dealership when service is due, and
some cars will even activate the GPS system to guide them directly to the closest
MAY 2013 CANADIAN TECHNICIAN
9
OUT & ABOUT
Precision Brand
Precision Engineering
Precision Performance
New website coming for
OE service information
Signatories to the Canadian Automotive
Service Information (CASIS) agreement
are working on a new website to serve
as a one-stop repository for OEM service information.
The site, to be called OEM2Tech,
was announced at a
recent service provider
forum in Toronto, by
Jason Kerr, manager of
policy and communications
for
the
Automotive Industries
Association (AIA) of
Canada.
“Because we had
the right audience, we
wanted to announce
that there’s change in the works,” he
told Canadian Technician. “We have
secured the website (address) and we are
working with the National Automotive
Trades Association (NATA) and all the
different players to build something that
will hopefully be ready in the fall.”
The intention is to develop a
comprehensive site that is easy to
navigate, offering information on OE
tools, training, and service information,
as well as a process to resolve service
“roadblocks.”
He describes the ‘roadblock
NEW
Hardware Included
resolution’ as one of the most significant
aspects of the website. “It’s what we
fought for.”
The CASIS website, housed at
NATAcanada.ca, is not being used as
frequently as was anticipated when the
CASIS agreement was
signed in 2009.
“This information
is something that is
integral to the work
that a lot of technicians do, but some of
them may not even
know it exists,” Kerr
said. “We all agree, it
just
isn’t
being
marketed as well as it
could be. We have to put everything in
one spot and make it so it is a destination for techs.”
Before CASIS was signed, only about
50% of OEMs were providing some
form of access to their proprietary tools
and information – even though 65% of
vehicle service and repair was being
completed in the aftermarket.
CASIS resolves this with an
agreement that involves all vehicle
manufacturers. In the U.S., the National
Automotive Service Task Force
(NASTF) agreement still does not have
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CANADIAN TECHNICIAN MAY 2013
Malek Daghighi, a technician at Tire
Town Auto Service in Vancouver, discovered this interesting fix on a car brought
in with a noisy engine. “I found this
homemade belt tensioner… and I
haven’t seen such a modification for a
long time!”
Have an interesting picture to share? Email a high-resolution image to:
[email protected]
Mazda names top
tech in Canada
Joe Di Sabatino, a 42-year veteran technician from
Brantford, Ont., wins Master Tech competition.
Mazda’s top technician in Canada says one of the secrets of his
success is the passion he has for the job.
“If you enjoy your work it doesn’t feel like work,” says Joe
Di Sabatino of Lallo Mazda in Brantford Ont. “If you make it
your passion, you will be successful.”
He proved the point last month by out-performing more
than 1000 technicians at Mazda Canada’s Master Tech
Competition.
Di Sabatino was one of 10 finalists who earned a spot in the
competition by either winning one of seven regional competitions, or by getting one of the top three scores on a written
exam.
A technician for over 42 years, Di Sabatino has been
working for Mazda since 1980. When asked what advice he
would give to aspiring techs, he said it’s important to know
how to access information, and to keep up with technology.
Many of the competitors at Friday’s event had competed in
previous Mazda Master Technician competitions, including
second-place winner, Perry Phuong of Etobicoke, Ont. This
was his fifth time competing at the national level.
Third place was held by first-time competitor Yannick
Nadon of Gatineau, Que.
Other finalists were Ivan Tan of Morrey Mazda in
Vancouver, Brian Logan of Sundance Mazda in Edmonton,
David Deweerd of Stratford City Mazda in Stratford, Ont.,
Dan Gillissie of Kieswetter Mazda in Kitchener, Ont.,Yannick
Caisse of Albi Le Geant Mazda in Mascouche, Que., Daniel
Lavoie of Formule Mazda in Rimouski, Que., and Adam
Grant of MacIsaac Mazda in Charlottetown, P.E.I.
MAY 2013 CANADIAN TECHNICIAN
11
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MANAGEMENT S.O.S.
IN THIS SERIES OF FICTIONAL LETTERS FROM A NEW SHOP OWNER TO HIS FORMER BOSS,
MANAGEMENT TRAINER KELLY BENNETT DISCUSSES BASIC BUSINESS PRINCIPLES THAT
APPLY TO THE AUTOMOTIVE REPAIR INDUSTRY.
WHAT KIND
OF BOSS ARE YOU?
If staff turnover is a problem, could it be related to the
way you treat people?
DEAR KELLY:
I’m a little shell-shocked. Yesterday Tim gave me his two-week
notice. He also gave me a letter, which essentially says I failed to
appreciate his dedication. It bothered me enough that I called a
former employee to find out if he thought I have a tendency to take
my employees for granted. “Well, since you’re asking,” he said,
“yeah, I do.” He also said I have a short fuse, and I can be tough
on my employees. Wow, painful stuff to hear. I shudder at how
many people I’ve lost over the years for that same reason. Yet no
one ever said anything about it! —Erol
DEAR EROL:
After 26 years in this business, I can assure you that staff changes are as common as the seasons! We may buy new
software every other year, new equipment every five years, and a new lift
every other decade, but staff changes
have them all beat. They’re more frequent and less predictable.
Even when things are going well and
our leadership is strong, there are so
many other variables.
I just lost one of my best managers,
not because I did anything wrong. His
mother who lives over 400 miles away
became ill and he moved his family to
be able to look after her. I understand
completely, and his priorities are right.
But it sure threw my business for a loop!
I’ve lost a few employees due to
many different factors. Injuries… drug
problems… better wages… change of
scenery… you name it!
Looking back, though, I do realize
that the employee-turnover issues were
reduced as I improved my leadership
skills
and
implemented
new
management tactics. All of the learning
in the world – from workshops, books,
videos, and even from emails like this –
is just information until we apply it.
I know a great service advisor who
worked at a dealership for almost 25
years. He was very excited to hit his
quarter-century milestone. He knew
he’d be rewarded with an amazing
vacation for him and his wife. But in his
24th year, the dealership got a new
service manager who made life miserable
for him. He went from really enjoying
his work to loathing it within a few short
weeks. He talked to the dealer principal
– the owner of the business – who asked
him to be patient. Things would smooth
out, the owner said. The service advisor
was sure he could tolerate it for just 10
more months to earn his trip. But things
went from bad to worse and his wife
finally asked if it was worth it to be
miserable for 10 months just to have one
week of enjoyment on a trip. The guy
quit his job the very same day. He now
manages a shop in my town.
I was quite stunned when he told me
this story. And the kicker? That terrible
new manager didn’t even last the year!
Our employees know a good boss
when they see one. And bad ones too.
MAY 2013 CANADIAN TECHNICIAN
13
shop owner who slipped and hurt
himself while helping to push a no-start
into a service bay. He got off the
ground, swearing, and started kicking
the car in anger. Can you imagine
calling that customer to explain why
she would find one of the door panels
severely dented? His employees gave
constipated!” Or “You have a one-track
mind… and one track is missing!”
Really motivational stuff. When he got
angry he would throw things, stomp
out, or slam the door. We would just
laugh behind his back.
But it wasn’t long before I hightailed
it out of there. I went to work as a
computer operator at the board of
education. The manager there was one
of the best I’ve ever worked for. Terrific
to work for. He had respect for us. He
always said a sincere thank you when he
handed out pay cheques. He would ask
us for input on big decisions. He didn’t
always take our advice, but we didn’t
feel ignored. The bottom line is that he
was a great leader.
Sometimes in staff meetings I ask my
guys to tell their worst experience with
a boss. Everyone’s got a story to tell!
And you can learn a lot from them.
One of my favorite stories was of a
him a joke gift one Christmas. A T-shirt
that reads, “My anger management
course really pisses me off!” Not really a
joke at all, actually.
But I also ask for the best experience
they’ve had with a boss. That’s when
you hear about real leadership,
generosity, kindness, and empathy.
I heard of one shop owner who
closed his shop for a day and paid airline
tickets and meals so all six of his staff
could attend the funeral of the service
advisor’s mother. Can you imagine how
that service advisor felt when he saw all
his teammates and his boss in the pew as
he entered the chapel? It also spoke
volumes to customers whose appointments had to be shifted, or who saw the
sign on the door that day.
That example may be exceptional, but
there are creative ways to treat our
employees with respect and appreciation.
Look, I’ve always known you had a
Larry Dickison
We all can compare management styles
and leadership ability.
Many years ago, I worked as a
computer operator for an oil company.
Our manager was the most anti-social
person I’ve ever worked for. He would
yell at us, call us names, and use
demeaning phrases, like “Your brain is
14
CANADIAN TECHNICIAN MAY 2013
short fuse.You’re a bit of a perfectionist,
and it frustrates you when things don’t
go exactly the way you want them to.
Want to know what your employees
think of your personal and leadership
skills? Ask them. But don’t just listen to
their answers. Watch their faces and
their body language.You’ll learn plenty!
That’s what I do when I take my
guys out to lunch. About once a month
I take an employee – just one – for a
decent meal and I pick their brain about
what they like and don’t like about the
job. Over the years, I think I have a
pretty good handle on my strengths and
weaknesses as a boss. I’ve had guys give
me example after example of good
decisions I’ve made as well as bad ones.
Others noted the things I do that make
them feel appreciated or not appreciated. One employee told me one
time. “Boss, it would do you some good
to be a better listener.” I’m really glad he
said that. I’ve been working at
becoming a better listener. I found a lot
of practical advice on the Internet and
I’ve been putting it into action.
Well, I’m about ready to shut this
laptop. Dustin leaves early in the
morning for Thailand with his youth
group. We’ve been saving items like
clothes and toiletries for him to give
away while he’s there. As you know, he’s
a service advisor at Canadian Tire. His
boss gave him some soccer balls,
footballs, and basketballs to hand out.
Dustin has huge respect for the
management where he works. He’s told
me several times how great the
leadership is.
At least he’s got some “good
manager” stories to tell if his next boss
ever asks!
As always, I’m only an email away.
—Kelly
Kelly Bennett is a certified
management trainer and
has been coaching
automotive repair shop owners since 1990. You can
reach him at
[email protected].
Premium Sponsor
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OF THE YEAR
2013
10,000
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in cash and prizes
Do you know someone who deserves special recognition?
We’re looking for someone who:
■ Is an elite technician
■ Is a leader in the shop
■ Gives back to our industry
■ Is an active member of
their community
■ Is helping to improve the
public’s impression of technicians
We’re looking for an
AMBASSADOR FOR OUR TRADE!
Nominate yourself or someone you think is the
Canadian Technician of the Year.
Tell us your story and make a compelling case.
NOMINATION FORMS AVAILABLE ONLINE
www.canadiantechnician.com/award
@cdntechnician
#CTOTY
/CanadianTechnician
LET’S GIVE THEM
SOMETHING TO TALK ABOUT
Turn your happy customers and loyal staffers into powerful
marketing tools for your business.
By Sarah Voigt
For people who care about their cars, choosing an automotive service facility is not a decision taken
lightly.
But how best to let them know what
you have to offer?
Billboards and bus advertising can’t
convey very much beyond the basics of
location and hours. And, while a
newspaper ad or a radio spot can be a
great way to advertise a promotion, if
you’re trying to let people know that
you’re honest, friendly, and trustworthy, they may not be the most
effective.
When it comes to building repeat
business, studies consistently show that
one of the most powerful marketing tools
any business has is the positive word-ofmouth, freely given by satisfied customers
and loyal staff.
If you want to grow your database, you need an
army of people who can personally attest to your
commitment to service.
Here are a few ways to increase your word-ofmouth… and get people talking!
1
Give everyone on your team
a business card.
While your employees probably already do a great job
of promoting the positive things your business can
offer to their friends and family, giving them a card
will make them even more effective.
“Every employee, right to the car wash guy, should
have his own business card,” says Dan Lazin, owner of
Advanced Auto in Cambridge, Ont. He says the
business cards don’t need to be “flashy,” just professional looking. “I encourage my staff to give them out
to anyone who asks them about their work.”
For added incentive, consider offering a “first-time
visit discount” on the back of each card. When new
customers arrive with their card, you’ll know exactly
who brought you some new business, and you can
reward them if you so choose.
2
Offer a referral program.
Allan Beech of Beech Motorworks in Hamilton,
Ont., gives each of his customers a discount card
worth $40 that they can give to a friend.
“We write our customer’s name on it and
we tell them that when they’re at a social
gathering and the topic of automotive service
comes up, to give it away,” he says. Not only
does the friend get $40 off, but the customer
who gave them the card also receives a
reward. “For the first referral they get $50
off their next service, and any subsequent
referrals they get $25 off.”
That might seem like a lot of money,
but Beech believes it’s more effective
than advertising.
“That customer knows my business
and can talk to people about the value
added services we have,” he explains.
3
Encourage customers
to write a review.
Written reviews are a great way to establish credibility, especially online. Start with a Google Place page,
or a Facebook page. When people are searching for a
reliable, progressive shop, those are often the first
places they’ll look.
Remember, the more content you have, the
better. And good reviews are worth their weight in
gold!
“Consumers search reviews because they’re
looking for good value on every dollar they spend,”
says Anne Stern, a digital marketing consultant with
Metroland Media. “Good reviews compliment your
business reputation and help attract new customers.”
If a customer is pleased with your work, ask them to
help you out by writing a review. And when they do,
make sure to post it in as many online places as possible.
In a world of high-tech communications and
media saturation, word of mouth is still the most
trusted form of advertising.
Capture the attention of prospective customers by
giving people something to talk about!
MAY 2013 CANADIAN TECHNICIAN
19
The
Missing
Market
A thorough inspection of every
car that comes into your bays
is seen as the key to capturing
billions of dollars worth of
service work.
By Allan Janssen
H
ow would you like to be two-thirds
busier than you are right now?
For every $1,000 in parts and
labour you currently sell, you’d sell
$1,666? Not bad, right?
And here’s the best part: You
wouldn’t need any more customers to
do it… you’d just have to capture all of
the work that’s required on your
customers’ vehicles. All the worn brakes
and sagging suspensions, all the burnt
out light bulbs, all the cracked belts and
hoses and wiper blades, all the bald tires,
all the loose and corroded wires…
An impossible goal? Probably. But
analysts and associations on both sides of
the border are looking very closely at
unperformed maintenance, with an eye
to figuring out how to capture more of it.
In Canada, auto repair facilities did
about $18.4 billion worth of service
work in 2011, according to DesRosiers
Automotive Consultants. If we’d found
20
CANADIAN TECHNICIAN MAY 2013
everything that was out there to be
done, however, that number would have
been closer to $30.4 billion.
The gap between actual and
potential is what industry watchers call
“the missing market.” In Canada it is
about $11.91 billion. In the United
States, where a slightly different calculation method is used, it stands at $67
billion.Those numbers tend to fluctuate
from year to year. But right now in both
countries it has never been higher.
And when Canada’s numbers are
updated later this year, they’re expected
to be up even more.
“We expect to find that the amount of
unperformed
maintenance
has
continued to grow,” says Marc Brazeau,
president of the Automotive Industries
Association (AIA) of Canada, which
commissions DesRosiers to research the
topic and crunch the numbers. The
results are published in the AIA’s biennial
Demand Study, the 2013 edition of
which is due to be released in August.
“We don’t have specific numbers
yet,” he says. “But there clearly is a great
opportunity for the aftermarket, if it can
be more proactive, and do a better job
of communicating to consumers the
benefits of having a vehicle that is
properly maintained.”
Andrew King, managing partner and
co-owner of DesRosiers Automotive
Consultants, says the number is a significant benchmark for the entire industry.
“A good read of this study would be
a huge benefit for everyone in the
market, from the WDs right down to
the repair shop,” he says. “And, frankly, I
think it would be a huge benefit to
government too.”
It’s derived from an online survey of
4,500 vehicle owners – carefully weighted
to accurately represent all provinces, age
groups, vehicle types, and vehicle ages.
The questions centre on vehicle maintenance, including what owners had done,
where they went for service, and what
their experiences were like.
“From that, we build an estimate of
how much consumers spend on
maintaining their vehicles,” says King.
DesRosiers then applies the
spending habits of the best vehicle
maintainers – those in the 75th to 95th
percentile – to the rest of the fleet.
“We want to know what would the
number be if everyone maintained
their vehicles at that level,” he says.
due to uncertainty.”
There are many other factors that
come into play, King says.
“Certainly household budgets is one
of them,” he says.“But also the age of the
fleet and the distribution of the fleet. For
example, how many one-year-old
vehicles are there, versus how many 15year-old vehicles. And the existence of
mandated vehicle inspection programs.”
Brazeau says AIA has also found a
correlation between better-built cars
and lower maintenance spending.
“There’s a perception that vehicles
The service work we're not capturing is called 'the
missing market.' Right now, in both Canada and the
U.S., it has never been bigger.
“The reason we don’t look at the top
five percentile, is because those vehicle
owners tend to be very extreme – the
real enthusiasts who put crazy amounts
of money into their cars,” King says.
“We didn’t think that was representative. You’re never going to get
everybody to do that!”
The missing market south of the
border has been calculated by the
Automotive Aftermarket Suppliers
Association (AASA) since 1978, and
the findings have been published in its
annual Status Report since 1998.
“There is a huge portion of our
market that is essentially untapped,”
says the AASA’s vice president of
industry analysis and member services
Paul McCarthy. “One of the biggest
opportunities we have is in convincing
people to protect the incredibly
expensive investments that vehicles are.
It is a matter of getting them to do the
things that are necessary so their cars
will last and be safer to operate.”
Since 1999, the association has found
that the aftermarket does particularly
well when the economy is either very
good (when people have money in their
pockets) or very bad (when people
decide that they want to keep their
vehicles, rather than replace them).
“That’s when consumers maintain
their cars better,” says McCarthy. “It’s
during the transitional periods, that
people postpone work that they should
be doing to their vehicles, and that’s
don’t need to be maintained as
diligently as the vehicles of a decade
ago did,” he says. “I think that’s where
consumer awareness and education
comes into play.”
He says selling the maintenance
starts with not apologizing for it.
“When I talk about recommended
maintenance and repair, that’s what the
engineers who built the vehicle say
should be done to maintain the
vehicle’s safety and integrity and
efficiency,” says Brazeau. “I think
technicians may have some challenges
selling that. You may even have some
technicians who don’t want to sell that,
but the reality is we’re not asking
technicians to defend the maintenance
schedule. It was created by the
engineers who built the vehicle.”
He recommends shops develop an
inspection report that gives consumers
factual information.
“We know, based on studies we’ve
seen, that consumers are more likely to
take action when information is
presented to them in a detailed, factual
way,” he says. “A vehicle inspection
report is probably the best thing that
we as an industry could do better. We
have to do it more regularly, and report
back to the consumer in a positive way
so the consumer has a starting point for
considering maintenance.”
King agrees that it all starts with a
thorough inspection of every vehicle.
“It is important to bring to the
attention of every customer that there
are real safety benefits and economic
benefits to keeping their vehicle wellmaintained,” he says.
The findings have certainly given
associations ammunition to talk about
mandatory inspection programs in
government circles.
“One of the big differences we see
between Europe and the U.S. is, on a
per-vehicle basis, once you correct for
differences in miles driven, how much
more maintenance consumers in
European countries do,” says McCarthy.
“In some cases they’re required by law
to do have that maintenance done.”
He cites the example of Germany,
where vehicles have to be well
maintained or else they are not allowed
on the road.
McCarthy believes regular inspections are particular important for two
main reasons. We have an aging
population, which is more likely to have
vision issues and slower reaction rates.
And, the growth of driver intervention
systems and increasingly complex
technology demands vigilance.
“For safety’s sake, these vehicles
need to be inspected properly to make
sure they’re working,” he says. “You’re
relying on the mechanics and the
electronics on the car to be working as
intended by the manufacturer.You can
only do that if you have appropriate
maintenance and inspections.”
The study of the missing market is a
relatively new tool for the aftermarket,
but it offers a wealth of valuable information.
“This absolutely applies and should be
of interest to everybody in the industry,
at every level across the aftermarket value
chain,” says McCarthy. “It’s not just a
revenue opportunity. It’s also a service to
the community. We’re helping people
maintain their vehicles in such a way that
makes them last longer, makes them
more pleasurable to drive, safer to drive.”
King concurs.
“This market is huge and there’s real
opportunity for repair shops if they’re
able to bring the importance of vehicle
maintenance home to their customers.
It means educating them, but there’s
real opportunity for them to pick up
additional work.”
MAY 2013 CANADIAN TECHNICIAN
21
Igniting
change
A steady progression in ignition technology has led
us to the current coil-on-plug design.
By Jeff Taylor
I’m about to date myself by using the
words ‘points,’ ‘distributor,’ and
‘Oldsmobile engine.’ But there’s no getting around it if I’m going to tell about
my first experience working on an ignition system.
It was a few years before I became a
technician. I had a 1972 Oldsmobile
Cutlass 442 and, unlike today’s cars, it
had points to trigger the ignition coil.
The distributor was against the
firewall and service was a bit of a chore.
I found that out the hard way because
when I took the car to the drag strip,
and pushed its engine into the higher
RPM band, I found that the points just
wouldn’t allow the coil to fully saturate
22
CANADIAN TECHNICIAN MAY 2013
Here’s a snapshot of a good current ramp at
idle on a 2003 GMC pickup V8. It shows
that this coil uses the “ramp and fire”
method. This occurs when the peak amperage (close to 6 amps) is reached in the coil
to fire the spark plug. This is the kind of
“known good” ramp you can use to compare
with what’s in your bay.
and deliver the best spark.
So I exchanged the distributor with
an HEI (high-energy ignition) unit
from a 1973 engine, and removed the
resistor wire that supplied the ignition
coil with battery power.
Boy, what a difference! It started
faster and ran much better… especially
at high RPMs.
That was a long time ago, and that
big V8’s single coil was responsible for
all eight spark events. Using a transistor
to trigger the ignition coil, this setup
was pretty high-tech back then. But it is
archaic by today’s standards.
We no longer have an ignition
system that uses points. And although
there are still some distributors in
service, the age of the distributor is
almost over.
The modern ignition system is
designed to be robust. Long service
intervals are now the norm. The
ignition system has to work under
extreme conditions and is expected to
deliver maximum voltage every time,
over a very long time.
Waste spark distributorless systems
(DIS) were popular for a while after
HEI but even these have been largely
replaced by the current coil-on-plug
(COP) design. (For the sake of this
article, I’ll include the coil-nearplug design used on GM’s V8
engines as a COP design. It
uses a small ignition wire, but
each cylinder has its own coil.)
The reason for this progression in
ignition technology is pretty common
in the automotive world. Engineers
were looking for better emission
control and increased fuel mileage.
But how did the transformation take
place? I contacted the people at Delphi
and they walked me through the
evolution of the modern ignition
system. They also gave me some idea of
where it’s heading in the future.
The purpose of the ignition system
is to provide enough voltage to the
spark plug to ignite the air fuel mixture
at the correct time.The modern engine
needs lots of voltage to fire the
plugs, so voltage drops can be a
major problem. Unfortunately, the
air gap between rotor and cap, and the
use of RFI ignition wires, all cause
significant voltage drops on the
secondary – or high-voltage – side of
the ignition system.
The first DIS eliminated a lot of that
voltage loss, and it increased the amount
of voltage available at the plug, as well as
coil saturation time. It also enhanced
the duration of the spark event. Most
DIS systems use wires to deliver the
electrical energy to the plugs, but the
use of multiple coils to share the load
gives it a huge advantage over a single
coil firing all the cylinders.
Remember, when the coil is being
saturated, current is flowing into it
on the primary side, generating heat. And too
much heat is bad.
The fact that the coil has more ‘off ’ time
and is able to rest longer between spark
events (allowing it to dissipate heat)
means the primary resistance of the coil
pack can be lowered and the coils are
able to provide more energy without
fear of overheating or damaging a coil
driver circuit.
The COP system takes these benefits
even farther. With only one coil per
cylinder, it only has to fire one time in
720 degrees of crankshaft rotation,
giving it plenty of relaxation time. And
that means that each coil can deliver
maximum secondary voltage under
higher RPMs and load.
The COP system also provides the
fastest current step up voltage of
any inductive ignition system so
far… and this leads to better fouled
plug firing.
In short, the COP performance is
far better than even the best DIS
system could provide.
The use of GDi (gasoline direct
injection), turbo/supercharging, and
VVT (variable valve timing) make the
ignition system prone to a
phenomenon known as ‘spark
blowout.’Yes, that is just what it sounds
like.The spark literally gets blown out
before it sets the mixture on fire. The
result is a misfire. But what causes
this? The use of high in-cylinder
pressures (turbos and superchargers),
and violent air charge motion (think
of GM’s Vortec, but they all have some
sort of tumble or swirl) produce more
power with less fuel and create fewer
emissions. But these advantages make
them very susceptible to spark blowout.
The use of COP and its higher
secondary voltage tackles the situation.
With engine packages getting smaller
MAY 2013 CANADIAN TECHNICIAN
23
and tighter, the use of COP as an
ignition system has become the
norm. The simple packing of the
COP system, in fact, leads to a more
condensed engine package that
usually doesn’t have any ignition
wires to get rubbed through, oil
soaked, or damaged. The COP
system is prone to carbon tracking
on the insulator boot and if the plug
holes are full of oil, that problem has
to be fixed before you just drop in
another COP assembly.
I’m sure most of us have had to
deal with the fact that these systems
do fail and cause misfires… but how
do we diagnose them?
The worst situation is the
random misfire under light load that
sets a P0300, which is no help in
identifying
what
cylinder is actually
misfiring.
There are a
couple
of
things that we
can do. The
fastest and easiest
is to look at Mode
6 information. This
should point you to
the bad cylinder. Once
you’ve
narrowed
down the culprit
cylinder, you need
to establish that it
involves a problem with
the COP. The best – and most
accurate – way to do that is with a
scope. Be forewarned, however,
they’re a pain to install. And if you’re
like me, you won’t have the right
adapter when you need it!
There are a number of handheld
tools that when touched to the
COP assembly will display on a
secondary pattern on just about any
scope – even an old Snap-on
Vantage.The tool I prefer is the lowcurrent probe. I do a current ramp
on the power wire of each coil,
graph it, and compare the current
ramps for draw and peak current
readings. The misfiring COP will
often show up as drawing far less
24
CANADIAN TECHNICIAN MAY 2013
current. There are specs that can be
found in online databases and on
various web sites… but comparison
is usually all you need. And if you
test a few that aren’t acting up, you’ll
have a baseline for what a good
ramp should look like.
COP is the ignition system of
choice now for engine and auto
manufactures. But what’s coming
down the pike? Whatever it is, you
can bet increases in fuel economy
and emission controls will continue
to be the driving force.
We may see actual production
engines without camshafts (electrohydraulic or fully electronic valve
actuation), or the use of engines
without throttle bodies (VVT and
lift and duration). Engineers are
also developing ultra-longlife spark plugs that may
include a pressure transCutaway of a modern ignition
coil. Photo courtesy of
Delphi Automotive.
ducer for the PCM to use to decide
better ignition timing.
Ford has already been using
multi-spark ignition systems but it
could become more commonplace
to control combustion during cold
start, idle, high EGR flow, or during
long periods of deceleration. All of
these conditions are prone to what
engineers call a ‘slow burn.’
Dual plugs may become more
popular as they provide better
combustion and prevent knock in
the engines that use a cooled EGR
system, GDi,VVT, high compression
ratio, and a high intercooled boost.
And don’t forget that things are
going to get smaller. Engine
designers want the biggest valves
possible, and the size of the spark
plug is likely going to have to get
even smaller. The current limiting
factor in the quest for smaller spark
plugs is the ceramic dielectric
strength. But give engineers enough
time and I’m sure that they’ll come
up with a ceramic formulation that
will allow them to shrink plugs
dramatically in the future.
Whatever you’re dealing with,
however, always make sure you’re
buying quality parts. There are
some unscrupulous operators out
there putting out sketchy products
in white boxes that fail the fit,
form, and function test. These
manufacturers – many of them
offshore with no roots in the
automotive industry – do not invest
in proper engineering. And while
their products may look like
premium parts or be packaged in
similar boxes, they can cause all
kinds of issues.
By contrast, premium manufacturers invest heavily in engineering
and testing, and their aftermarket
products often incorporate
design improvements
that solve common
OE problems.
The right part
is worth the
price.
There’s
nothing worse than
a customer returning
with a flashing SES light because the
part you just installed has failed! You
can bet it won’t be a simple fix…
and now you’re doing it for free.
Always be sure of your parts.
Upset customers can ruin your
day… and your profit margins!
Jeff Taylor is lead
technician at Eccles
Auto Service in Dundas,
Ont.
PRODUCT CENTRAL
Pick-up tool
Impeltronics has released a new LED
Telescoping Magnetic Flashlight that offers the ability for users to find and retrieve objects in hard-to-reach areas
using magnets. The flashlight utilizes
three bright LEDs. The telescoping na-
ture of the tool allows it to extend from
a compact 6.75” to over 21” long. It has
a flexible head for 360-degree directional rotation. It requires four LR44
batteries and clips easily onto a pocket
or belt.
tinyurl.com/ct-prod-461
Jack oil
Credit card processing
Rislone says its new Jack
Oil with Stop Leak can
give new life to leaking
floor jacks, bottle jacks
and engine hoists. It can
be mixed with all approved hydraulic jack
oils. The bottle comes
with a re-sealable cap,
so customers can easily
top off the fluid levels
of multiple jacks.
When used in place of standard hydraulic oil, Rislone Jack Oil With Stop
Leak (P/N 32012) conditions seals to
prevent future leaks.
tinyurl.com/ct-prod-460
Mitchell 1 has announced that it has integrated the XCharge payment processing system into its Manager SE shop
management software. This enhancement fully integrates credit card processing into the shop workflow, making it
quick and easy for automotive repair
shops to process credit card payments
from inside their shop management system.The integration is included with all
versions of Manager SE and Manager
Enterprise. Mitchell 1 says XCharge is
easy-to-use, increases accuracy and saves
shops time.
tinyurl.com/ct-prod-457
26
CANADIAN TECHNICIAN MAY 2013
Federal-Mogul has introduced an extensive new line of Moog Problem Solver
sway bar link kits featuring an exclusive
design that eliminates common installation issues associated with traditional,
non-socket style kits. They feature specially molded bushings that center and
hold the washers in place during installation. And technician-friendly barrel lock
nut can easily be threaded onto the bolt
in all installations, including cases when
the bolt-end is flush with the washer.
tinyurl.com/ct-prod-456
Camshaft position sensor
Control modules
Cardone has released new electronic automatic transmission control modules
for 2001-04 Dodge / Chrysler vehicles.
Problems with electronic automatic
transmission control (EATX) modules
often reveal themselves in poor shift
quality, hesitation, decreased fuel
mileage, or the vehicle switching into
limp mode. Cardone says its 11 exclusive
part numbers of A1 Cardone Reman
EATX Modules offer OE performance
without the high price.
tinyurl.com/ct-prod-459
Sway bar link Kits
Synthetic trannie oil
Amsoil has re-positioned two of its synthetic automatic transmission fluids to be
included in the company’s Signature Series. The company says the new designation reflects the quality of Amsoil
Multi-Vehicle Synthetic Automatic
Transmission Fluid and Amsoil Fuel-Efficient Synthetic Automatic Transmission
Fluid.Amsoil Signature Series ATF is recommended for twice the vehicle manufacturers’ severe-service drain interval.
tinyurl.com/ct-prod-458
Delphi has released a new camshaft position sensor (PN#: SS10907) covering
more than two million Honda vehicles
from 1997 to 2004. Delphi says its
camshaft sensors, which measure the
speed and position of the camshaft,
maintain optimal performance during
drastic temperature changes because of
their single element design, which provide long-lasting sensor protection.
tinyurl.com/ct-prod-452
Parts for foreign nameplates
Beck/Arnley has added 329 new foreign
nameplate part numbers. Among them
are brake and chassis parts, cooling system parts, electrical parts, engine management components, and engine parts
and filtration parts. The new part numbers and their applications can be downloaded in either PDF or Excel format at
Beck/Arnley’s web site.
tinyurl.com/ct-prod-455
Estimating tool
Two-post lift
Mobile column lift
Identifix has added the Direct Quote estimating feature to its online tool, Direct-Hit, at no additional cost to
subscribers. Direct Quote provides quick
and easy access to the most current and
reliable estimating information. The
company has said it has made sure that
Direct Quote delivers functionality
unique to Direct-Hit, enabling shop
owners and counter staff to easily build
customized estimates in a readerfriendly format that their customers
could understand.
tinyurl.com/ct-prod-451
Direct Lift has introduced a two-post
automotive lift designed to give hobbyists and small shop owners more options.
The new 9,000-pound capacity DL9
two-post lift features asymmetric arms
mounted on symmetric columns. According to Direct Lift, the improved
arms and carriages give users better
pickup-point access and allow them to
lift either asymmetrically or symmetrically. The lift’s latch covers are
made of impact-resistant polymer to
minimize
denting and
scratching.
All hoses
are routed
internally for
improved aesthetics, and the padded switch that cuts
power when a vehicle reaches maximum
height has been redesigned.
tinyurl.com/ct-prod-439
Forward Lift is expanding its heavyduty product offering to include its
first battery-operated mobile column
lifts. The new FCH family
of mobile column lifts offers 18,000 pounds of capacity per column in an
affordable, portable package perfect for independent
repair
facilities.
De signed with small- to
medium-sized shops in
mind, they’re designed to
allow auto-focused shops
entry into the heavyduty
market
with little investment. Forward Lift
FCH mobile columns
can be ordered in sets of four
(72,000 lbs. capacity), six (108,000 lbs.
capacity) and eight (144,000 lbs. capacity) columns.
tinyurl.com/ct-prod-450
TPMS catalogue
Continental Commercial Vehicles & Aftermarket has just released its new VDO
2013 TPMS Replacement Parts Program catalogue. The new catalogue has
been expanded to
include the latest application validations
for the VDO REDISensor Multi-Application TPMS Sensor
line, which now provides coverage for
over 85% of all vehicles in North America with just three sensor SKUs. The
overall VDO TPMS Replacement Parts
Program has also been expanded with
additional coverage of OE sensors and
service kits for a wider range of domestic, European and Asian vehicles.
tinyurl.com/ct-prod-449
Roll cab and Work Centre
Snap-on has added a 55-inch Snap-on
WorkCentre (KRA2454) to the top of
its Classic Roll Cab (KRA2422). Designed to provide
more workspace and
increase efficiency
and productivity in
the bay, it comes
with three different
work surfaces: stainless steel, steel with
black bed liner coating or hardwood maple. Internal corner
gussets made of 14-guage steel help keep
the unit square for life and the unit also
has anti-vibration monoprene wheels.
tinyurl.com/ct-prod-444
MAY 2013 CANADIAN TECHNICIAN
27
PRODUCT CENTRAL
Sport suspension system
Tenneco has expanded its Rancho performance suspension systems with its
first “California-style” sport suspension
kit for 2005-2013 Toyota Tacoma trucks.
According to the company, the new system exceeds the off-road ability of the
stock suspension. The brand’s new 2.5in. suspension system (Part no.
RS66901R9) covers 2005-2013 Toyota
Tacoma 2WD/4WD/PreRunner models. Rancho control arms complement
the
Rancho
RS9000XL
and
RS7000MT series of shocks and are
compatible with factory replacement
Moog ball joints (Part no. K80811).
tinyurl.com/ct-prod-375
Welding creeper
Equipment catalogue
The new Lincoln Electric Equipment
Catalogue can be downloaded and
viewed on Apple iOS devices, and Android smartphones. The new 2013
Electric Equipment Catalogue features
a bound-in, removable copy of the
company’s expanding Welding Gear
catalogue, including Red Line apparel,
Viking auto-darkening helmets and
Radius tools. New product sections include: training product solutions
guide, orbital welding systems, automated solutions, and an expanded accessories section.
tinyurl.com/ct-prod-379
Ethanol fuel system additive
BG Products has introduced BG
Ethanol Fuel System Defender Service.
Added at each oil change, it is designed
to keep engines and fuel systems clean,
as well as restore power and fuel efficiency lost due to ethanol-containing
gasoline. According to BG, the new additive counters the potential harmful effects of water, acid, and deposits caused
by the use of E10 or E15 gas.
tinyurl.com/ct-prod-435
28
CANADIAN TECHNICIAN MAY 2013
Designed for safety as well as comfort,
the new Snap-on Welding Creeper
(JCW60WLD) is described as the perfect solution for customers that do metal
fabrication jobs and need to gain access
under vehicles. It will withstand slag and
spatter burns, and is extremely comfortable and durable. The Snap-on Welding
Creeper is 40 inches long, 17 inches
wide and four inches high.
tinyurl.com/ct-prod-428
Diagnostic scan tool
Delphi has unveiled three
new diagnostic scan tools
and flash programmers,
including 36 accessories,
covering
North American
and Asian applications. Operating on
a PC platform, technicians can connect
the tool to the OBDII connector under
the instrument panel to determine trouble codes and are guided to the suspect
area. The tool is designed for expanded
capabilities and can be updated through
Internet downloads. Delphi says technicians can stay ahead of diagnostic systems
from the latest generation of vehicles on
the market through yearly updates.
tinyurl.com/ct-prod-421
continued from page 30
He frowned. “Yeah, but as soon as we let ’er cool down,
she’ll flood for sure.”
“Well, I can’t do much here. Better bring it down to the
shop for more testing.”
“Guess I’ll have to.” George sighed. “Say, before you leave,
could you look at my lawnmower? It won’t start either, and
the wife’s after me ’bout the lawn.”
I shrugged. “It’s your nickel.”
Every spring was dead lawnmower season, and the worst
culprit was old gas left in from the previous year. I gave the
mower tank the sniff test. “Whew, pretty sour stuff, George,
and dark too.You’ve got stale gas.”
“No way! I filled that tank the same time I fueled up my car!”
I raised an eyebrow. “Really? Where did you buy your gas?”
He frowned. “I didn’t buy it; it’s from my storage tank.” He
pointed to a 45-gallon drum mounted on a rusty angle iron
frame beside the barn. An ancient rubber hose and nozzle
dangled off one end.
I was beginning to connect the dots. “Where did that gas
come from, George, and when?”
He thought hard. “Lemme see. It was quarter full last fall,
and then I topped ’er up with the fuel I took outta my
Mustang in October.” He winked at me. “I figured that hioctane stuff would freshen up the batch real good.”
I waited for more info, but there wasn’t any. “That’s it?
You’ve added nothing to that tank since October last year?”
He shrugged. “Nope.”
I was aghast. “George, the more volatile components of
gasoline evaporate over time which degrades the fuel’s ability
to combust.”
“Meaning…”
“Meaning you filled your precious Mustang with old gas!”
George’s ears reddened. “Well, it was new to the car,” he
mumbled.
I scribbled out a quick invoice for my service call and
handed it to him. “Look, go fill your car with the best fuel you
can find and everything should be fine. And next fall, instead of
draining your tank, just top it up with new fuel and then add
some stabilizer to it.”
The old farmer gasped at my bill. “That’s a hefty fee just to
tell me I need gas. Can I pay you with a box of apples?”
“Are they fresh?”
He laughed. “Of course not. They’re last year’s crop; I keep
’em in cold storage.”
I grimaced. “Then I’ll see you in September.” I began to
pack up my tools. “And I’ll want two boxes, right off the tree.”
George rubbed his chin. “Gee, first it’s my gas, now it’s my
apples.You sure like things fresh.”
I headed for the truck.“Trust me, George, it’s better that way.”
Rick Cogbill is a freelance writer and
former shop owner in Summerland, B.C.
You can read more Car Side adventures in
his book “A Fine Day for a Drive” available
at www.thecarside.com.
ADVERTISER INDEX
AIA Canada .............................25
www.aiacanada.com
800-808-2920
Arnott Air Suspension ..............11
www.arnottindustries.com
1-800-251-8993
Auto Value...............................18
Contact Local Representative
Bars Products – Rislone...........28
www.rislone.ca
Blue Streak-Hygrade ..................3
www.bluestreak.ca
Federal Mogul – Champion ......31
www.federalmogul.com
Goodyear ...................................8
www.goodyearep.com
888-275-4397
Imperial Oil – Mobil .................15
www.mobil.ca
800-567-3776
NAPA.........................................7
www.napaonlinecanada.com
866-GET-NAPA
®
ProMax Auto Parts Depot .........10
www.autopartsdepot.ca
1-866-573-9889
Snap-On Tools of Canada ...........2
www.snapon.com
1-800-734-2676
Uni-Select................................12
www.uni-select.com
1-450-641-2440
Valvoline....................................4
www.valvoline.com
1-800-TEAM-VAL
WorldPac...........................27, 32
www.worldpac.ca
800-463-8749
MAY 2013 CANADIAN TECHNICIAN
29
The
Car Side
By Rick Cogbill
Old Gas Geezer
George’s Mustang isn’t firing on all cylinders. Come to think of it, neither is George!
I laid aside my flexible ratchet and wiped my hands on a shop
rag. “Try it again, George. And this time don’t let it stall!” Old
George Henschel gave me the thumbs-up through the windshield as he sat wedged behind the steering wheel.
The 2000 Ford Mustang kept flooding out, and the only
way to get it started again was to clean the plugs. I’d done
that three times now. This quickie service call was turning
into a nightmare.
George grew prize-winning fruit in his apple orchard, but
the real love of his life was the bright red Mustang before us.
The low-mileage vehicle spent every winter in an orchard
shed, while the farm tractor sat outside braving the elements. I
like a farmer who’s got his priorities straight.
The 3.8L V6 spun over quickly, aided by the battery charger
I’d rigged up with an extension cord from the farmhouse. The
engine sputtered weakly, but by pumping the gas pedal
furiously George managed to keep it running until it warmed
up and would idle on its own.
He extracted his chunky frame from the car. “What d’ya
think, Slim?”
“Well, I thought we might be dealing with a sticky injector,
but I don’t think that’s it. Every plug is fouled when I take
30
CANADIAN TECHNICIAN MAY 2013
them out, not just one.” I pulled the vacuum line off the fuel
pressure regulator, just in case the diaphragm had ruptured.
But there was no sign of raw gas, so that wasn’t the problem.
I looked at my scan tool. “There’s gotta be a sensor slightly
out of range. Maybe the mass air flow, or the TPS. See, your
long-term fuel trims are on the high side, yet everything else
looks good.”
He squinted at the screen. “What’s massive teepee trim?”
George’s field of expertise was limited to rusty old farm
equipment.
“Uh, never mind. The point is I’m not really sure why your
car keeps flooding. How long has it been acting up?”
He shrugged. “Ever since I fired ’er up two weeks ago. And
I know I put ’er away properly in the fall. Hey, I even drained
the tank like it says in Car&Driver.”
“Wow.That’s a lot of work.”
He nodded. “She’s my baby.” His eyes lit up. “Wanna try
her out?”
After a quick tour of the nearby orchards, we pulled back
into his farmyard and parked beside the house. “It’s running
pretty good,” I said.
continued on page 29
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