ALSO: What you need to know about the various AC developments

Transcription

CT April coverpanel.qxp:Layout 3
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Cooling It
What you need to know about the various
AC developments headed our way
ALSO:
■ Oxygen Therapy: making sense of
wideband oxygen sensors
■ Transforming complaints into compliments
■ Wanted: opinions, commentaries & rants
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Automatisches Getriebe
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SP E AK F LU E N T CAR
Tändstift
The Bloody Starter
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contents
Canadian Technician • April 2011 • Vol. 16 No. 3
FEATURES
Cooling It ............................................................. 18
Mobile air conditioning technology is rapidly changing. Here’s what you
need to know about the AC developments that are headed our way.
Oxygen Therapy...................................................... 23
What you need to know about wideband oxygen sensors.
Transforming Complaints into Compliments ...... 26
We’re told time and time again that “the customer is always right”
although we know that’s not true. However, when it comes to some
customers, there are ways to turn complainers into happy campers.
COLUMNISTS
Management S.O.S. By Kelly Bennett ....................................................................16
36
The Car Side
By Rick Cogbill
DEPARTMENTS
Editorial ......................................................................5
Service Notes.............................................................7
Letters ........................................................................8
Out & About .............................................................10
Reader Rides...........................................................10
EyeSpy......................................................................11
From Our Forum......................................................14
Bookmobile .............................................................29
Products...................................................................31
Auto Puzzle ..............................................................33
Our new
international
calling card.
by
www.bluestreak.ca
APRIL 2011 CANADIAN TECHNICIAN
3
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WHY SHOULD YOU CARRY PENNZOIL ULTRA™?
FOR THE SAME REASON ROGER PENSKE
PUTS IT IN HIS INDYCARS.
Learn more at Pennzoil.ca
NOTHING KEEPS YOUR ENGINE CLOSER TO FACTORY CLEAN.*
Some customers wonder if oil change places have oil that’s good enough for their
Current Standard** Pennzoil Ultra™ engines. You most definitely do. Tell them you have
an oil that’s so good, it’s used in Team Penske’s IZOD
IndyCar Series cars.† The exact same Pennzoil Ultra™
®
motor oil Roger’s team uses. Not just oil, Pennzoil.
®
*Based on Sequence VG sludge test using SAE 5W-30.**Pistons from standard V6 engine in ASTM Sequence IIIG test. †Penske IZOD IndyCar® Series cars use
Pennzoil Ultra™ Euro 5W-40. Penske Racing, Inc. 2011. All trademarks used with permission of their respective owners. ©2011 SOPUS Products. All rights reserved.
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PENNZOIL
®
EDITORIAL
COULD TURN YOUR
CUSTOMERS INTO
Rants Wanted
WINNERS.
Need to get something off your chest? Our
third annual Readers’ Issue is slated for June.
And we want to publish your commentaries.
HELP YOUR CUSTOMERS ENTER FOR
A CHANCE TO WIN A VIP TRIP TO
MAY’S PREMIER RACE WEEKEND
WITH PENNZOIL + PENSKE RACING.
By David Menzies
I
f there’s one thing I’ve learned since
being appointed editor of this
magazine it’s this: you’re an
opinionated lot. And thank goodness for
that – shy, quiet types can make for a
journalist’s worst nightmare.
Because you have lots to say, we
launched our first ever Readers’ Issue in
June 2009.That issue was filled cover-tocover with submissions from you, our
cherished subscribers.
It proved popular, so we repeated the
exercise in 2010. And subscribing to that
old Mechanics 101 chestnut of, “If it
ain’t broke, don’t fix it,” this June, we
shall unveil Readers’ Issue III (we’re
going with Roman numerals to make
the issue seem really important – like the
Super Bowl or that generation of
Mustangs made from 1974-1978. OK,
the Super Bowl, then…)
But this specialized editorial vehicle
needs a unique grade of fuel – namely,
informed opinions.And that’s where you –
and your high octane observations – come
in. We want to publish your stories – be it
the good, the bad, and the not-so-pretty.
Should you require some inspiration
to get your creative processes revving,
please consider some of the pieces we
ran the last few years:
■ In “The Damage of Negativity”, Zara
Wishloff
of
Automotive
Parts
Distributors in Edmonton, bemoaned
the fact that so many marketing
campaigns in the automotive repair
business boil down to cringe-inducing
negative advertising that routinely focus
on what’s wrong with the competition.
■ In “For the Love of Saab”, Oakville,
Ont. shop owner Christian Skovbjerg
outlined his passion for Saab automobiles and why Saabs have been so
innovative over the years.
■ In “Welcome to My Repair
Nightmare”, Bill McLennan of
Remmington Park Motors in Surrey,
B.C., reminisced about the engine
overhaul he performed on a Dodge
Caravan just two months after starting
his own business. Thanks to a Lemony
Snicket-like series of unfortunate events,
that routine minivan overhaul eventually
morphed into the “repair from hell”. It
didn’t help matters that the Caravan’s
owner might’ve been Lucifer himself.
■ On the flipside, Allan Mantyla, of
Mike Heino Auto Repair in Sudbury,
Ont., wrote the upbeat “It’s A Wonderful
Trade”, a fond look back at the mentor
who helped Allan along when he first
got started in the auto repair business
three decades ago.
As you can see, the topics presented in
our last two Readers’ Issues run the
gamut. But one factor was constant: you
like to vent. And you obviously have a
burning passion for this business.
So, don’t be shy. Let us know what’s
gnawing at you. We know you like to
rant from time to time, so why not do so
as a published author read by a national
audience consisting of your peers?
As for your submission, it can be an
essay, an opinion piece, a fictional short
story, a Top 10 list, a joke, a photograph,
an illustration… you name it.
Oh, and to sweeten the deal, one of
the published pieces will be drawn at
random and the author will be awarded
a prize to be announced later.
And don’t fret if your prose is a bit
rough around the edges. While you all
excel at mending motors, our forte here
at Canadian Technician is ensuring the
words work.
So, park that scan tool, set aside some
quiet time, and get writing. But please
hurry – deadline for submissions is
May 6, 2011.
Our thanks in advance.
Please send your submissions to
[email protected].
5
HERE’S HOW IT WORKS:
Look for our “Shift to Clean” promotion
activation kit in late February.
Put the POP on display and with every
Pennzoil oil change you sell, give out a
Shift to Clean game piece. Tell customers
they can also get a free entry code at
Pennzoil.ca.
Encourage customers to enter their
game piece code online for a chance to
win great prizes, including their own VIP
race weekend.
CONTACT YOUR PENNZOIL
REPRESENTATIVE TO LEARN MORE.
KURT BUSCH
NO PURCHASE NECESSARY. Promotion starts 3/1/11 and
ends 4/30/11. Must be legal resident of the 50 United
States and District of Columbia or Canada 18+ years of
age. Void where prohibited. Visit Pennzoil.ca for Official
Rules. Penske Racing South, Inc. 2011. All trademarks
used with permission of their respective owners.
©2011 SOPUS Products. All rights reserved.
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4/4/11
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Page 7
SERVICE NOTES
Cleaning up the roads
VOLUME 16
The trick is to develop an inspection program that
is thorough enough to catch the most offensive faults,
without being a financial burden to consumers.
NUMBER 3
451 Attwell Drive, Toronto, Ont. M9W 5C4
EDITOR
David Menzies
[email protected]
(416) 614-5824
EDITORIAL DIRECTOR
Allan Janssen
[email protected]
(416) 614-5814
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
DIRECTOR, QUEBEC OPERATIONS
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 2011. All rights reserved. The contents of this publication may 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 (CPF)
for our publishing activities.
Kenneth R. Wilson
Award Winner
Member
Canadian Business Press
“Cooling It” by Wayne Moore
Phone (905) 632-8770
W
By Allan Janssen
hen a car goes off the road or
into another vehicle, it’s almost
always ascribed to driver error.
Inattention, distraction, inebriation,
excessive speed, road rage… pick your
poison. The result is cracked plastic,
crumpled steel, broken glass, and, all too
often, injury or death.
But when the collision is traced back
to mechanical failure, shouldn’t that be a
“driver error” of another sort? Isn’t that
the error of poor vehicle maintenance?
We spend a lot of money trying to get
drunks off the highways, keeping cell
phones out of the hands of drivers, encouraging people to leave a safe distance, and
getting them to slow down. We don’t do
much in the way of sending them back to
the repair bay for a proper inspection and a
tune-up. This is a missed opportunity, in
my view, to make roads safer.
Talking to shop owners across the
country, I know they often see vehicles
that should be pulled from service –
possibly permanently, but at the very
least until they’re fully operational again.
The problem is some consumers have
strange priorities, and they don’t always
see the value in vehicle maintenance.
They’ll spend their last $100 on lottery
tickets and lattés but balk at new tires
and wheel alignments.
We in the repair bays are in an
awkward position here, though, because
to sell our services too hard might come
across as greedy self-interest. Calling the
police to have the plates removed is a
pretty aggressive move, and towing the
vehicle off the property is definitely a
last resort – one that won’t win many
new customers.
In the interest of reducing road deaths,
the provinces really should be working
with us to ensure that every vehicle
meets a minimum standard of functionality. Some provinces see the value in an
annual or biennial inspection; others
accept that an inspection is reasonable at
point of resale. None is quite as
lackadaisical as Alberta which does
almost nothing to ensure that its roads are
uninfected by rolling death traps.
It’s a situation the Canadian
Independent Automotive Association
(CIAA) would like to change. It has
launched a campaign for regular inspections, telling transportation department
officials at a recent meeting that a lot of
collisions are the direct result of poor tire
tread. There’s not much political will for
a mechanical inspection program right
now and there likely won’t be until the
current federal election and the next
provincial election are over. Meanwhile
the inspection campaign gathers steam.
At the suggestion of Ivan Brown of
Integra Tire Edmonton, the association
will begin collecting tread-depth data at
body shops throughout the province.
The statistics will be presented to legislators to strengthen their case.
“The tires are almost always a
problem,” says CIAA’s executive director
Art Wilderman. “It’s hard to believe that
people trust their lives to tires that are
virtually bald or have metal poking out
through the rubber.”
A victory here would be an enormous
boost to CIAA which has long endorsed
the idea of a common inspection
program for all vehicles in Canada. The
trick would be to develop an inspection
process that is thorough enough to catch
the most offensive faults, without being a
financial burden to consumers.
There are a lot of challenges in getting
consumers to spend their hard-earned
money on what they will no doubt see as
a kind of cash-grab. But collecting
collision statistics is a good way to start
turning the tide of public opinion.
If motorists truly knew the cost of
poor vehicle maintenance – in dollars
and human lives – they would not object
to an inspection program that keeps the
worst offenders off the road.
7
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LETTERS
WHOSE SIDE IS AUTOTECHNICIAN.ORG ON?
I look forward to reading Canadian Technician and enjoy Allan
Janssen’s Service Notes articles very much.
In a recent Service Notes article (February 2011), Allan
promoted a website called autotechnician.org. I decided to go
check it out, and what I read there concerns me a bit.There’s a
tab on the top called: Consumer Technical Resources, in
which it gives all sorts of advice to do-it-yourselfers. There’s a
link to a website called “trust my mechanic”, which is a
website that depicts all of us in the industry as liars. I’m sure
you’re well aware of the constant battle we face every day to
break down the barriers with our customers and build a better
reputation for our industry. I wonder why a website created by
automotive technicians for automotive technicians would
have a link like this?
EYESPY PHOTOS BRING BACK MEMORIES
We really enjoy seeing the EyeSpy pictures in Canadian
Technician. They bring back memories of the days at our shop,
Springfield Autos Sales and Services in Wymark, Sask. Tiedtogether steering wheel? Sure thing!
We had so many interesting experiences. As Art Linkletter
once said, “People do the funniest things!” One early morning,
the “eye” on the pole next to the driveway sounded, telling us
that somebody was heading to our shop. James was just starting
breakfast, so I went to the window. A half-ton nosed up to the
steel gate and two middle-aged men took their turns rolling (!)
under the gate. Once in, they merely walked around awhile
and then rolled out.
WINTER TIRE DEBATE CONTINUES
The continued debate over the merits of winter tires
continues to baffle me. If given the option of a long, icy walk
in our Sunday best dress shoes or a pair of winter grip boots,
most of us would opt for traction. Now imagine weighing
5,000 lbs and moving at 20 times walking speed.
The minimum safety standards for vehicles are revised each
year; last I checked, tires were a vital component of a vehicle. I
don’t put winter tires on my vehicles so I can drive faster. I put
winter tires on my vehicles to attain the safest possible traction
8
CANADIAN TECHNICIAN APRIL 2011
Anyway, I just thought you should know. Keep up the
great work.
Derek Booy
Steve's Automotive
Woodstock, Ont.
ALLAN JANSSEN RESPONDS:
Thanks for the note, Derek. Autotechnician.org is so new and it’s
apparently still evolving. No such tab was there when I first checked it
out. I’m familiar with TrustMyMechanic. I’ve written about it before
for precisely the reason you mentioned. There are definitely some bugs
to work out on autotechnician.org, and the biggest one is whether this
site wants to be for technicians or consumers. It can’t be a hybrid.While
it’s still to be seen whether technicians will flock to it, the website
makes for an interesting marketing idea.
Not everything was funny. A couple came to rent the “dolly”,
a two-wheeler used to transport a vehicle.They took it to Alberta
in order to fetch their daughter’s car and bring it to our shop. By
evening, James was still waiting for them. Finally, headlights
appeared in the driveway. Then they suddenly stopped and
people jumped out of the tow car.The problem: the car had just
fallen off the dolly! To think they had driven hundreds of miles
on major highways without mishap and barely into our yard the
car had just jiggled out of its restraining lasso (one snap-fastener
had opened.) No damage was done and the doctor was close by.
Lesson learned: the safety should always be double-checked.
Frieda-Marie Elias (retired)
Swift Current, Sask.
for the road conditions I’m subjected to for up to six months a
year. What next? Downplaying the value of better braking
material because that may encourage more aggressive braking?
Bryce Heron, Manager
Fountain Tire, Okotoks, Alta.
How to reach us
We love to hear from our readers. Please send along your opinions to
editor David Menzies at [email protected].
4/4/11
8:39 AM
Page 9
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4/4/11
SUPPLIER NEWS
Delphi Dream Shop up for grabs
Delphi is helping to create a dream come
true for one lucky technician this year with
its “Win the Delphi Dream Shop” giveaway.
The giveaway, to be announced at the
Automotive Aftermarket Products Expo
(AAPEX) in November, will provide one
technician with Delphi parts, tools,
equipment and training to help upgrade
their current shop or build their own Dream
Shop. The prize pack includes electronic
equipment needed to service today’s vehicle
electronics, such as a high-performance
laptop with shop management software, AC
recovery machine, diagnostic tool pro
scanner, diagnostics software, OBDII/CAN
hand-held reader and fuel system tester.
Other items include shop supplies such as a
lift to 11,000-lb. capacity, transmission jack,
compressor and air tools, two-ton service
jack, engine lift, tire changer and balancer,
battery charger and tester, and brake lathe.
Technicians can sign up at
www.delphi.com/victorylane.
Wiper blade rebate program
launched
Consumers can save up to $20 this spring
and get a clearer view of the road ahead
when they upgrade their driving visibility with
Anco wiper blades from Federal-Mogul
Corporation. Until May 31, Federal-Mogul’s
“Smart Choice” promotional campaign will
include mail-in rebates on qualifying
purchases of premium Anco Contour and
Anco Profile all-weather wiper blades,
AeroVantage bridge-style blades, 31-Series
standard wipers, and Anco winter and rear
blades. Consumers purchasing any pair of
ANCO Contour or Profile all-weather wiper
blades can qualify for a $15 Smart Choice
mail-in rebate, while $10 rebates are
available on aerodynamically styled
AeroVantage wipers. As well, $5 rebates will
be offered for any pair of 31-Series wipers,
Anco winter blades or a single Anco rear
wiper blade.
Dave Kondra joins Newtek
Automotive
Dave Kondra, a veteran of the automotive
aftermarket industry, recently joined Newtek
Automotive in Cambridge, Ont. as the
company’s Business Development Manager.
Dave would like to familiarize his friends and
business acquaintances with Newtek’s
current product line as well as the
company’s short- and long-term plans.
To contact Dave, please phone (519) 6501700 or email him at [email protected].
10
8:39 AM
Page 10
OUT & ABOUT
Jean Vanier students win big at
CIAS skills competition
tasks and attempted to start a 2011
Volkswagen Jetta that had been rigged
with a no-start condition by automotive
instructors from Centennial
College.
By finishing first, the tandem
will be representing Canada at the
National Automotive Technology
Competition in New York City
this month. In addition to the allexpenses-paid trip, Guce and
Lecesne received a trophy and
equipment from sponsors.
Thornhill’s St. Elizabeth
Catholic High School finished
From left: Centennial College faculty Dave Weatherhead, second, thanks to the efforts of
Jean Vanier students Moses Guce and Shaquille
students Adam Iamundi and John
Lecesne, and Jean Vanier tech teacher Isaac Ozah.
Santareangelo, while Central Tech
earned third place, represented by
Jonathan Bagni and Jason Claudino.
high school teams to win a unique skills
All three schools are winners, too.Their
competition at the Canadian Interautomotive shops will receive a complete
national Auto Show.
engine from General Motors, which will
Moses Guce and Shaquille Lecesne
be used for technical training.
performed a number of timed technical
A pair of automotive technician students
from Jean Vanier Catholic Secondary
School beat out 19 other Toronto-area
Born Again Chevy
READER
RIDES
When Robert Bartley of Universal Auto Service in Toronto originally bought this 1987 Chevrolet pickup truck, he used the Chevy as a plough truck for
the next 17 years. But by 2004, Robert decided to undertake the task of rebuilding his
used and abused truck. He removed what was left of the body, rebuilt the 350 engine,
and installed a high lift cam. The
4-speed transmission, transfer
case and both axles were also
rebuilt. The chassis is a 1977
Chevy 3/4 Ton 4x4 with a 1988
1-ton standard cab. It was
reworked to add factory air,
power windows, power locks and
tilt steering. Robert also
swapped out the grill from a
1991 Chevy Blazer and installed
an L88 hood scoop and finished
off the body by installing a 1986 8-foot box from Texas. The truck rides on 33-inch all-terrain tires, and she now looks almost-new. Robert extends special thanks to Universal
Auto Service for providing the facility and Four-Way Autobody for painting the truck.
You can see more Reader Rides on our website at www.canadiantechnician.ca.
And if you have a photo of a hot or unusual ride, feel free to send it in. We’ll publish it
up for all to enjoy! Send a pic of your ride to [email protected].
4/4/11
8:39 AM
Page 11
Consumer Reports Reveals
“Worst of the Worst”
The 2011 Autos issue of Consumer
Reports has hit the stands, and once
again, the magazine strives to identify
those makes and models that are
vehicular creampuffs and lemons.
To that end, based
on the magazine’s
considerable
research,
the
following
rides
(model
years
2001-2010)
were
classified as the “worst of the worst.”
According to Consumer Reports, these
vehicles (listed alphabetically) have
multiple years of reliability that’s “much
worse than average.”
So, how about it readers? Do these
cars and trucks show up in your shop on
an all-too frequent basis? And for that
matter, based on your own personal
experience, are there other models
you’d like to see added to the “worst of
the worst” list?
“Worst of the Worst” List:
Audi A6 (2.7T, 3.0T)
BMW 535i (AWD)
BMW X5
Cadillac SRX (AWD)
Chevrolet Astro
Chevrolet Aveo
Chevrolet Blazer
Chevrolet Colorado (4WD)
Chevrolet Impala (V8)
Chevrolet S-10 Pickup (4WD)
Chevrolet Uplander
Chrysler PT Cruiser (Turbo)
Chrysler Town & Country
Dodge Caravan
Dodge Grand Caravan
GMC Acadia (AWD)
GMC Canyon (4WD)
GMC S-15 Sonoma (4WD)
GMC Safari
Hummer H3
Jaguar S-Type XF
Kia Sedona
Mercedes-Benz R-Class
Mini Cooper Convertible
Pontiac G6 Coupe & Convertible
Saturn Outlook (FWD)
Saturn Relay
Volkswagen New Beetle Convertible
Volkswagen Passat (V6, FWD)
EYE Snap, Crackle, Plop!
SPY
“This truck came in on a tow truck (no start) and we had it
on the hoist for about four hours while working on other
jobs,” writes Emilio Casaluce
of G & E Automotive in
Mississauga, Ont. “The truck
just slowly broke in half while
up all the way – we couldn't
believe it. The owner was
pretty cool about it. He said
the no start saved his life. He
had a little driving to do that
day and couldn't image what
would’ve happened if he was
driving the truck when it
broke in half.”
Have an interesting picture to share? Please send it along to EyeSpy, c/o Canadian
Technician, 451 Attwell Drive, Toronto, Ont. M9W 5C4.
Or email your high-resolution image to the editor: [email protected]
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Limit of one reward redemption per Professional Automotive Repair Technician. Promotion valid April 1 through May 31, 2011. Program
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4/4/11
8:39 AM
Page 13
Stuck in Reverse
When an automaker invests millions of dollars into a major
redesign of a particular make and model of vehicle, it stands to
reason that the next-generation replacement will be a superior
product, correct? As it turns out, not necessarily.
At least that’s the conclusion of a recent – and somewhat
surprising – Consumer Reports story, noting that in some cases, a
revamped vehicle can make for a step backward rather than
forward.
In its annual autos issue, the magazine gives the thumbs-up for
several recently-redesigned models such as the Hyundai Elantra
and Sonata, Jeep Grand Cherokee, Kia Sorento and Sportage,
Land Rover LR4, and Porsche Cayenne. However, the
periodical notes there are also several redesigns that represent a
step backwards when compared to the vehicles being replaced.
Indeed, in the story “Stuck in Reverse” Consumer Reports
identifies several redesigned models in recent years that have
actually scored lower than their outgoing predecessors.
“Whether because of tightened budgets or new product
strategies, it is a disturbing trend, especially because we
frequently see declining performance in handling and controls,
which can affect vehicle safety,” notes Consumer Reports.
The redesigned models listed below fell the farthest in overall
road-test scores:
■ The VW Jetta SE experienced the biggest qualitative
decline.The new generation Jetta received a score of 60 points,
whereas the previous generation Jetta had scored 76 points.
Areas in which the new Jetta
was deemed inferior to
the previous model
included handling,
steering,
braking,
noise, and interior fit
and finish.
■ The Toyota Sienna
(FWD/AWD) saw its scores drop from 93 to 80 and 89 to 79
respectively due to issues with steering, road noise, and
interior fit and finish.
■ The Toyota 4Runner saw its score plummet from 66 to 55
points. The revamped 4Runner is flagged for its inferior ride
control, handling, noise, driving position, front access, and
interior fit and finish.
■ The BMW X5 3.0 took a 10-point shave (dropping from
77 to 67) thanks to inferior controls, shifter, and visibility.
■ The Mercedes-Benz E350 went
from 88 points to 79 points
due to steering, ride
and fuel economy
issues.
■ Honda Odyssey
dropped from 91
to 83 points thanks
to handling, braking,
and the cargo area.
Bottom line: A redesigned
vehicle may be “all-new.” But that doesn’t necessarily mean it’s
“all-improved.”
13
4/4/11
8:39 AM
Page 14
FROM OUR FORUM
Recent postings on www.canadiantechnician.ca/forum
R-E-S-P-E-C-T
A frustrated Canadian Technician Forum member
bemoans the lack of respect he receives on a daily
basis from both management and clientele.
Here’s how the discussion unfolded.
As a tech, I’m tired of the lack
of respect in the shop and from
outside the shop by the general public.
I deal with ignorant people and I
really don't have a problem with
customers who are good, bad or ugly.
My problem is when management
decides they’re above it all and take it
out on the people around them. I
show up for work early every day and
only take time off for medical reasons.
All I ask for is a little respect and some
appreciation from the people I work
for. In the past year I've taken a
voluntary pay cut of $3/hr. I've
accepted the fact we get no holiday
bonuses. I've accepted that promised
work bonuses aren’t going to happen.
And I've accepted the boss has stress
management issues. What I cannot
accept is NO communication in the
front or the back of the shop. I've gone
three days without one word from the
boss. I've been a mediator between the
boss and other employees due to this.
I've exploded in anger over the noncommunication and I’ve also been
"caring" and NOTHING WORKS. I
hate going to work and not enjoying
myself. Yes there are LOTS of jobs in
the area and yes they all pay well. But I
like that I’m close to home and have
many customers in town that come
because I’m here. I don't want to stoop
to threatening to quit. But my
“patience bucket” is almost empty. If
you take anything out of this rant
please let it be this: get any promise –
wage increases, duties, expectations –
in writing. As for the general public,
they sure don't make life any easier
14
with their complaints. And if I hear
the words “ever since you…” one
more time the big red Snap-on
hammer is going to come down.
Posted by lee1975
Good rant. Sounds to me like
it's time for you to start your own shop.
I remember feeling like that. Best thing
I ever did was open my own place.Way
less money and way more stress when
you start but sooo worth it.
Posted by PAR
Are you living my life? The
similarities are scary. Some days, opening
my own place sounds really good.
Posted by sbchevfreak
I sure do recognize what your
frustration is – been there, done that.
That’s what made me take the plunge
some 35 years ago. But I’m not sure
today I’d make the same decision. I
think the cost of equipment, tooling,
and the economic outlook in this
trade (and transportation in general) is
in a transitional mess with an
uncertain future. And our trade right
now has more techs than it can
support. That's why we’re so
underpaid and disrespected.
Posted by fatchuck
I agree with chuck 100%.
When I was a kid, I wanted to grow
up to be the best mechanic in town. I
was going to have a nice little garage
where I fixed cars (cars were cool) and
everybody was going to be happy. Boy
was I dumb! Vehicles today don’t
interest me at all – I’m talking about
the ridiculous stuff they put in them.
And they’re way too expensive to fix.
I’ve been doing my best to make sure
my two boys go through school and
get a real job.This makes a great hobby
– it’s hard to make a living.
Posted by Motorhead
It's almost as bad down here in
Texas.The shop owners look down on
you, but not so much the customer.
They know that the person behind
the counter doesn’t work on their car.
My boss doesn’t listen to a thing I tell
him. The other day, we had a Ford
with a P.A.T.S. theft system towed in.
The transponder was broken off and
missing from the key.When I told him
we needed another key, he looked at
me like I was the dumbest person on
the planet and said very sarcastically,
“Well, the customer says the key has
been like that for awhile.” I lost my
temper and told him. “WELL I
GUESS THEY NEED A REAL
MECHANIC.” Long story short, the
customer was finally called, and the
transponder was brought to the shop
and pasted back on the key with J-B
Weld.You all know it isn’t possible for
that key to have been like that for
awhile. He assumed the customer
knew better than I did.
Posted by OUTATIMEOUTLAW
Join the discussion! Log on to
www.canadiantechnician.ca/forum
and see what everyone’s talking about.
If you’ve got an opinion to share,
we want to hear it.
4/4/11
8:40 AM
Page 15
© 2009, Ashland Canada Corp.
*Source: Thomas Penway Research Poll of ASE Mechanics in the United States
www.v a lv o li n e . c o m
Only one person works on his car.
And only one oil works in his engine.
More ASE-certified top mechanics use Valvoline in their own cars.*
<TRWP]XRbRP]dbTP]h^X[cWThfP]cCWThRW^^bTcWT^]TfXcWP_aêT]
aT_dcPcX^]Uâ`dP[Xch_a^cTRcX^]P]SPWXbcâhÛX]]êPcX^]EP[e^[X]T
100 YEARS UNDER THE HOOD.
TM
4/4/11
8:40 AM
Page 16
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.
ON HUMMINGBIRDS
AND EAGLES
OR NINE REASONS WHY LESS IS MORE.
By Kelly Bennett
DEAR KELLY:
Last week I visited Brian at his shop. He’s been
pretty stressed out and he asked me to simply
observe his operation for a day. By closing time,
I was drained based on what I saw. I said to Bruce,
“Hey, Pinball – wanna go for dinner?” You see, he’s
bouncing all over the place. It reminded me of Dr. Richard Swenson’s
statement that the average manager is interrupted 232 times a day.
I think Brian endures that many interruptions by lunchtime. Frankly,
I was so overwhelmed I had no idea what to tell him. How does he even
begin to get his hectic house in order?
-Erol
DEAR EROL & BRIAN:
“Pinball” – now that’s a funny
nickname! My staff used to call me
“hummingbird,” which prompted me
to do a little research on these fascinating birds. Here are some interesting
facts: The
largest, the
giant
hummingbird, has a wing beat rate of
10-15 per second. (The fastest recorded
rate: about 80 per second.) A heart rate
of 1260 beats per minute was measured
in a blue-throated Hummingbird.
No wonder hummingbirds spend
most of their time eating – they’re
constantly expending energy.
I’ve spotted hummingbirds outside
my window. They flap their wings like
crazy, and yet they just remain in the
same spot.That’s what it was like for me,
16
too. I know when you started it was the
same for you, Erol. Ditto for Brian.
Recently, I was sitting out on my deck
and I spotted a bald eagle flying by
overhead. Effortlessly soaring, he was
covering a ton of real estate, and doing so
in majestic fashion. I suspect an eagle has
a much lower heart rate than a
hummingbird.And I remember thinking,
“Wow, would I love to learn how to
transition from hummingbird to eagle.”
Here’s what I learned about eagles:
The bald eagle can have a wing span of
up to eight feet and can weigh up to 15
lbs. They swoop down to seize fish in
their powerful, long talons (approximately 1,000 pounds of pressure per
square inch in each foot.) Bald eagles
have been recorded at 44 mph in level
flight and their diving speed is estimated
at 75-100 mph. They can fly at altitudes
of 10,000 feet and can soar aloft for
hours using natural wind currents and
thermal updrafts.
I think one of the best things I’ve
done recently in order to “reboot” was
take a full day away from everything and
everyone just so I could just think in
peace. Our brains and thought processes
are sometimes so used to playing pinball
that we just let it happen. I checked into
a hotel, left my cell at home, put the Do
Not Disturb sign on the door handle,
unplugged the phone, clock radio and
TV and thought long and hard about
my business and personal life. I jotted
down lots of notes.
I also read a terrific book called The
4/4/11
8:40 AM
Page 17
2. I knew I was drinking way too
much coffee every day. It was making
me extra hyper. Now, I only drink one
really strong cup in the morning and
drink plenty of water throughout the
day. When the brain is dehydrated it’s
forced to operate at a fraction of its
capacity. I also make sure to eat breakfast
every day for added energy.
down with urgent small stuff.
I still have the list that I wrote that
day. In fact it was my screen saver for
months, along with a picture of a
hummingbird and an eagle. Here’s what
I wrote:
1. Just say NO. I concluded that every
time I said yes to one thing I had to say
no to another. Saying yes to one more car
a day sometimes meant telling another
customer his car wouldn’t be serviced –
even if that customer had already booked
an appointment or already had his car at
the shop. Indeed, saying yes to one more
car sometimes meant going without
lunch – or not getting home in time for
dinner with the family.
3. I stop for lunch every day,
regardless of how busy it gets. I get out
of the shop and turn off my cell phone.
In fact, last week I had lunch with my
son, Scott. We both had our phones off
and the uninterrupted conversation that
followed was great!
4. I contacted every vendor I know –
from the phone company to parts
suppliers – and signed authorizations to
facilitate monthly credit card billings.
This means less paperwork, fewer
cheques, less mail, and less time thinking
about getting bills paid. Plus, I now rack
up rewards points. I’m heading to
Europe this summer for four weeks. I
have enough points to fly first-class
Larry Dickison
Paradox of Choice – Why Less is More by
Barry Schwartz. The book focuses on
reducing decisions, clutter, and distractions of our lives. Incredibly, by doing
less, you can actually get more done.
I knew I had to drastically reduce the
unimportant decisions I was making
every day. I knew I had to focus on what
was important and not get bogged
round-trip plus 25 free hotel nights.
5. I leave everyday at 6 p.m. Period.
I’ve learned to abandon the day and get
back to it all tomorrow.
6. I use a great work order rack
system and it reduces the communication with all of my staff. This means
fewer questions and decisions. This has
freed up a large chunk of time.
7. I don’t take calls during the first
two hours of the day and the last two
hours (unless it’s something that
urgently needs my attention.) In so
many instances, customers asked me a
question that could’ve been answered
by a service advisor. In almost every
case, when they find out I’m not
available they have the advisor take care
of it. I’m amazed how many times my
service advisor can handle the daily stuff
that comes up. I empower staff to make
a lot of decisions.Trust me: it works!
8. I knew I had to have more of a life
outside my business. I knew I needed a
hobby. A very good friend of mine, Bob
Ball, loves working with stained glass. It
brings him a lot of peace of mind and
time to think, reflect and create. I
decided to follow in Bob’s footsteps. It
sounds weird, but this is something I
always look forward to now.
9. I’m in the habit of reading 30
minutes daily. My day isn’t complete
without doing so; I find the knowledge
I gain every day helps enrich my life.
Speaking of reading, I’ve set aside
time this morning to work on my
Europe trip plans.We are planning to do
11 countries in four weeks. I guess that
will be like “pinballing” all over Europe.
But this will be a fun kind of pinball.
As usual, Erol, 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].
17
4/4/11
M
8:40 AM
Page 18
obile air conditioning as we
know it is undergoing some
significant changes. And I’m not
merely referring to a new type
of refrigerant coming down the
pike. Rather, a myriad of new
and exciting technologies is
quickly headed our way.
As you may have already heard, the European Union (EU)
has banned the use of R-134a in all new model platforms as of
this year. The EU is also completely forcing the phasing out of
R-134a over the next few years.
When the search was on for a replacement, they were
looking at a few alternatives such as R-744 (just CO2, but it
had pressure and sealing issues), R-152a (it’s flammable) and
HFO-1234yf (slightly flammable, but
almost a “drop-in replacement”).
Volkswagen, Audi, and MercedesBenz to – name a few German
carmakers – were all working with
R-744, but they gave that up in
favour of a more direct drop-in
replacement, HFO-1234yf. To incorporate the use of R-744 would be too
costly in terms of new equipment and this refrigerant would
severely impact the cost of a new vehicle. As well, it wasn’t
even close to being a drop-in solution.
The EU has since given the OK to use HFO-1234yf – and
the EU isn’t alone. The Japanese Auto Manufacturing
Association and the Environmental Protection Association
(EPA) in the United States has adopted its use in new model
cars and trucks. General Motors said last summer that it would
start using HFO-1234yf in all of its 2013 models. GM has
since backed down a touch on this aggressive replacement
strategy (the company is worried about HFO-1234yf supply
issues.)
SAE International J Standards were released in February – a
set of new regulations for the handling, charging, recycling,
leak detection, hose construction, fitting size and dimensions. HFO-1234yf is slightly flammable, so this has to
be taken into consideration when tools are being
designed. Although the J Standards have been
produced, many have yet to be finalized.
New regulations by the EPA in the U.S. will
bring about a 40% improvement in fuel economy by
the year 2016 and this is going to have a big effect on
the way the manufacturers provide climate control in their
new cars and trucks even though the effects of leaking refrigerant into the environment are actually small compared to
tailpipe emissions. The extra load of AC operation creates
more pollution by burning extra fuel – something all
manufacturers are trying to curtail. And one way they can do
so is by changing the part that requires the most power to run:
the compressor.
AC compressors have shrunk considerably since I started in
18
Cooli
By Jeff T
the trade. They used to be the size of a
lawnmower engine and provided enough cold
air to cool the average home. Compressors have
become much smaller and more efficient, but
size alone isn’t the only change in the offing.
We’ve all seen and diagnosed variable displacement
compressors given that such compressors have been
around for quite some time. As the demand on the
AC system is reflected in the pressure/temperature
in the evaporator core, a swash plate in the
compressor is moved, thereby affecting the
pumping stroke of the pistons. Higher evap
pressure/temperature means longer piston stroke
increasing refrigerant flow and volume, lower
pressure/temperature means lower stroke, lower flow and
volume. This was first accomplished with a small mechanical
diaphragm valve mounted on the compressor. As the cabin
temperature of the vehicle drops, so does the load on the AC
compressor. Lowering the load on the engine equals better
fuel economy and lower emissions.
It doesn’t stop there. The next logical step is to involve
computer control. And in 2001, Denso did just that. Denso
4/4/11
8:40 AM
Page 19
ing It
M
obile air conditioning
technology is rapidly changing.
Here’s what you need to know
about the AC developments
that are headed our way.
ff Taylor
replaced the mechanical valve with a solenoid
and added a couple of temperature and pressure
sensors feeding information to the PCM. The
result: we got the first electronically controlled
variable displacement compressor. Instead of the
evaporator pressure/temperature controlling the output of the
compressor, the PCM now controls the output of the
compressor and controls the evaporator pressure/temperature.
With the use of automatic temperature controls becoming
more common, this means the PCM can be told when to
increase the compressor’s output or decrease it to reach the
desired cabin temperature. The result: less engine load,
better fuel economy and fewer emissions.
Denso has gone one step farther in the quest to
be smaller, lighter and more efficient: the company
has eliminated the magnetic clutch. Denso was
the first to build an AC compressor that is always
on – the constant run, externally controlled
variable displacement compressor. GM and Subaru
are using this style of compressor on most new models
(2009-2011) and Toyota has been doing so since 2007.
With this type of technology, anytime the engine is
running, so is the compressor. This solves a number of issues,
such as seals not being lubricated to oil pooling, idle surges
from clutch engagement and other problems.
Using the PCM to control the position of the swash plate in
the compressor, the output can be reduced
to practically zero. Such an AC
compressor control can result in
almost ½ mile per gallon better fuel
economy. Some GM vehicles even
have sensors that are monitoring the
temperature of the windshield and
relative humidity at the windshield
(inside the car) and the temperature of
the humidity sensor in order to calculate the
risk of the windows fogging up. If the HVAC unit has this
information, it will adjust the AC compressors output to the
lowest level it can for better fuel economy without causing the
windows to fog or mist up.
Constant run-style compressors are usually equipped with a
breakaway driveshaft that will disengage from the drive pulley
in the event of a failure. Both styles of variable displacement
compressors use a PWM signal to control the position of the
swash plate so testing is going to require some sort of scan tool.
Don’t forget the things we’ve learnt about old style variable
displacement systems: the pressures may seem OK but we have
to rely on duct temperature for proper diagnosis. GM’s
diagnostic chart is very similar to the one used for a variable
non-electronic compressor from the early 1990s. GM wants
you to note the temperature and relative humidity before you
start, run the cooling fans on high and use a temp probe in the
far left and far right outlets. GM wants you to make all kinds of
gauge readings, from static position to full demand. Then you
are expected to use a chart (provided by GM) as a starting
point for diagnosis.
Getting rid of the magnetic clutch on a compressor is huge
but with the advent of more hybrids and full electric vehicles
entering the market there are lots of AC compressors out now
that are 100% electric. The use of an electric compressor
reduces the load on the engine compared to a belt. This adds
another dimension to AC service.The first thing we have to do
is look at the compressor and decide what’s running it if there’s
no belt (which is the case with the Toyota Prius and the
Chevrolet Volt.) But some vehicles have a shared system where
the compressor is split. In the event of an idle stop, half the
compressor is driven electronically when the ICE (internal
combustion engine) is running; meanwhile the belt
drives the other half (treat this as an electric model).
Of note, safety is a big concern. We have to
decide if the compressor is being run by three
phase AC voltage or by a brushless DC system
using the vehicle’s high voltage DC battery pack
for power. The best way to decide is to look at the
compressor. If there are large bright orange or light
blue cable covers on the harness going to the compressor
then you’re dealing with high voltage. Certain safety precauAPRIL 2011 CANADIAN TECHNICIAN
19
4/4/11
8:40 AM
Page 20
4/4/11
tions will need to be taken before
service is performed, and a proper
service manual is needed. An electric
compressor gives the PCM or control
module the ultimate in output control
using pressure and temperature sensors
to detect load and demand. The
electric compressor hasn’t been around
long compared to its belt-driven
relative, but it’s also undergoing
tremendous development. Denso was
able to develop a new method of
motor winding and reduce the size and
weight by up to 53% over a conventional electric compressor. This leads to
even better fuel economy in hybrids.
Although these electric compressors
function pretty much like a full beltdriven system, there’s one major
difference: the oil that lubricates
compressors. In the electric compressor,
the electric motor is internal and in
contact with the oil. Special nonconductive oil is required, POE is the
designation and the manufacturer will
specify the viscosity. Less than 1%
contamination with PAG or other nonrecommended oil can damage the
system and cause voltage to leak out of
the system via the case. This can even
set trouble codes. DTC P0AA6-611
(Hybrid Battery Voltage System
Isolation Fault) can be caused by
contaminated AC compressor oil in a
Toyota. Some manufacturers state that
if the system is contaminated with the
wrong oil, every component needs to
be replaced. Does this mean if you’re
servicing an AC system with an electric
compressor you’re going to need a
separate dedicated charging/recover
system? Maybe there’s enough oil left
in the lines of an AC machine to
contaminate the system and cause a
problem? However, given that the same
refrigerant (R-134a) is being used,
most manufacturers have come up with
line flushing procedures. GM and
Toyota give very specific details on how
to handle this situation. The best route
is a set of dedicated lines and an oil
injection system.
Bottom line: HFO-1234yf is coming
our way and this is going to require new
machines for filling and recharging. As
well, new equipment will be required
for leak detection and for identifying
8:40 AM
Page 21
refrigerant (once standards are agreed
upon.) The use of variable displacement
compressors (with or without a clutch)
is going to require a few more tools,
some as simple as two thermometers (or
as complicated as a scan tool.) Hybrids
are here for awhile yet, and many hybrid
vehicles are now off warranty and in
need of service. As technicians, if we’re
going to repair these vehicles, some
decisions are going to have to be made
in terms of equipment investment and
training for proper service. And yes,
we’ve been down this rocky road before
with regards to the R-12 to R134a
conversion process.
Déjà vu, anyone?
Jeff Taylor is a technician at Eccles Auto
Service in Dundas, Ont.
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21
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Page 22
IT HAS A CAR TO HOLD UP,
NOT TO MENTION OUR REPUTATION.
At NAPA, our entire line of chassis parts is precision-engineered to hold up
under even the toughest road conditions. Not only that, but we have parts
for nearly every make and model, so we’re sure we have the chassis part
you’re looking for. It’s that kind of NAPA know how that has kept us going
strong for 80 years. So when it comes to auto parts, trust NAPA. We have a
lot riding on our parts, your customer’s chassis included.
NAPA. We Know Auto Parts.
napacanada.com 1-866-GET-NAPA
4/4/11
8:41 AM
Page 23
Oxygen Therapy
HERE’S
WHAT YOU NEED TO KNOW
ABOUT WIDEBAND OXYGEN SENSORS.
By Todd Green
The wideband oxygen sensor is
technology that has been part of
production vehicles for more than a
decade now. As opposed to a conventional sensor that is accurate only at
stoichiometric, the wideband sensor is
accurate through air/fuel ratios of 11:1
to 20:1. At the OEM level, the wideband
sensor has become a useful tool in the
pursuit of reduced fuel consumption
and emissions. At the other end of the
spectrum, the tuning community has
found these devices useful for custom
ECM programming. As with any
modern oxygen sensor, an internal
heater ensures operational temperature
of the sensor is quickly achieved.
A basic understanding of how the
wideband sensor functions is required
in order to decipher the scan data. The
wideband sensor shares technology
with a zirconia sensor, but with some
additional internal pieces. In some literature an oxygen sensor may also be
referred to as a Lambda sensor.
air/fuel mixture relationship.
When there’s a large difference in the
oxygen concentrations (rich air/fuel
mixture) there’s more ion movement
within the ceramic layer and a higher
voltage is produced. The expected
voltage range for a zirconia sensor is
approximately .050 volts to .950 volts.
current is applied to the pump cell, it
will increase or decrease the quantity of
oxygen in the chamber, depending upon
polarity. As a result, the Nernst cell will
change its voltage output.
The
engine
controller
is
programmed to keep the Nernst cell at
a constant 450mV. If the exhaust gas has
Most technicians are comfortable interpreting this data.
The wideband sensor contains a
Nernst cell and another component
called a pump cell. The pump cell is
attached to the Nernst cell. When a
voltage is provided to the pump cell, it
will attract or repel oxygen.
There’s a small passageway that allows
exhaust gas into the chamber between
the pump cell and the Nernst cell.When
an excess of oxygen, the Nernst cell will
output a voltage lower than 450mV. To
compensate for this low voltage
situation, the control module will create
a positive current in the pump cell. This
will remove oxygen from the diffusion
gap and allow the Nernst cell to
produce 450mV.
If the exhaust gas is low in oxygen
content, there’s a lack of oxygen in the
diffusion gap and the Nernst cell will
THEORY OF OPERATION
A conventional oxygen sensor (Nernst
concentration cell) contains a
zirconium-oxide ceramic layer. On one
side of this ceramic layer is a reference
sample of oxygen; the other side of the
ceramic layer is exposed to exhaust gas.
When the oxygen level in the exhaust is
high, the difference in oxygen concentration between the sample of air and
the exhaust gas is small, and a low
voltage is produced. “Low is Lean” is an
easy way to remember the voltage
23
4/4/11
8:41 AM
Page 24
4/4/11
have a voltage higher than 450mV. The
engine control module will now send
current in the opposite direction
(negative current) to the pump cell.This
will attract more oxygen into the
diffusion gap and lower the Nernst cell
voltage to 450mV.
DATA INTERPRETATION
The short version of the story is the
pump current becomes the control
module’s method of measuring Lambda
or air/fuel ratio. There are three ways
that the wide band sensor data may be
presented to the technician via scan tool:
First, the pump current number is
one data parameter used by manufacturers. Given a properly-functioning
sensor, a positive current indicates a lean
mixture and a negative current indicates
a rich mixture.
Another potential scan data
parameter is a Lambda number. A
Lambda reading of 1 equals
stoichiometry, or a 14.7:1 air/fuel ratio.
Lambda numbers higher than 1
indicates a lean mixture and numbers
lower than 1 indicates a rich mixture. To
calculate exact air fuel ratios, take the
Lambda number and multiple it by 14.7.
If a voltage number is provided as the
scan data, the number is based on the
pump cell current going through a
calibrated resistor. An “engine off ”
condition will provide approximately a
4.00 volt reading. A stoichiometric
air/fuel mixture will deliver approximately a 2.50 volt reading.
Lambda number, voltage output, and
amperage.
8:41 AM
Page 25
converter gets hot. Attach a scan tool,
start the engine and monitor loop status.
As soon as the vehicle hits closed loop,
look at the data from the wideband
sensor versus the data from the post
catalyst oxygen sensor.
The post catalyst sensor is most often
a conventional zirconia sensor. If the
rear sensor reads very high or very low
– and the front sensor is indicating
“stoichiometric” – chances are good the
front sensor is sending false information.
Use the post catalyst sensor to verify the
operation of the front oxygen sensor.
One last diagnostic point to keep in
mind: a high oxygen content doesn’t
always indicate a lean mixture. A leaking
exhaust or a misfire can cause the
oxygen levels to go up, which will effectively confuse the PCM.
Todd Green is a journeyman automotive
technician and a member of the Society of
Automotive Engineers (SAE).Todd can be
reached at [email protected].
$223,000
in extra annual revenue
,000
8 10 50
units sold
out
of
inground lifts are SmartLifts*
5-month
payback
85
years of inground experience
Shown: Model SL210X
10,000 lbs. capacity
Environmentally
Friendly
DIAGNOSIS
Sometimes, sensors send faulty information. On vehicles equipped with a
wideband sensor, the engine may start
and run cleanly before closed loop is
achieved, and then run poorly once in
closed loop. This would be a classic
symptom of a poorly functioning wide
band sensor.
In some wide band sensor failure
situations, the scan data may indicate all
is OK, and no trouble codes are set. The
Lambda number may be 1, and yet the
engine runs poorly.
So, how does a technician check the
sensor? Fortunately, there’s a window of
opportunity before the catalytic
There’s strength in the numbers
behind the SmartLift®.
Now there’s more. The original environmentally friendly inground lift features
the new Trio™ superstructure – providing the widest drive-through clearance
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To learn more about the SmartLift, call
800-640-5438 or visit rotarylift.com/trio/ct
*Based on ALI’s reporting of High-Pressure Inground Lifts
25
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8:41 AM
Page 26
TRANSFORMING
COMPLAINTS
We’re told time and time
again that “the customer is
always right” although
we know that’s not true.
However, when it comes to
some customers, there are
ways to turn complainers
into happy campers.
By Mohammad (Shah) Shahzad
S.A.E., D.M.P
Automotive Engineer/Doctor of Motors
INTO COMPLIMENTS
“The customer is always right.”
This statement might serve as a
business philosophy, but this catchy
albeit clichéd phrase should never serve
as the foundation for a business model.
Let’s be frank: sometimes certain
customers are never right.
Even so, we don’t always have the
luxury of being brutally honest with
our clients by telling them they’re dead
wrong. After all, it’s always a prudent
business strategy to embrace positive
customer relations. A customer should
be treated politely and fairly and with
dignity and respect – even when he’s
wrong. At the end of the day, customers
pay the bills and bankroll our salaries.
Without customers, we’re nothing.
However, it is satisfied customers that
are so vital for success. Unhappy clients
can hurt a business by simply going
elsewhere for their automotive repairs
and maintenance needs.
Being in the automotive service
business, you require many different
talents, a keen sense of discretion being
one of them. When you’re dealing with
angry and difficult customers,
sometimes you need to be both judge
and jury. Often, you don’t have the
luxury of making a wrong verdict given
the impact on your business.
26
So it is that when complaining
customers pay a visit, you have to act as a
benevolent referee. Your first step is to
determine whether the problem is real
or imagined. Discovering the truth can
be difficult, but it’s your responsibility to
thoroughly and fairly investigate the
situation. It’s a best practice to involve
your customers in the resolution process
by test-driving their cars with them to
determine the root cause of a problem.
Consider these real-life case studies that
show how an angry customer complaint
can be transformed into a genuine
compliment (as well as an additional
revenue-earning opportunity.)
1. Every customer concern brings
with it a learning opportunity. As a
customer relations manager, I often
come across situations where the
customer truly believes he’s right based
on his own observations and perceptions. Case in point: recently, a distressed
customer came back to the shop with
an oil leak complaint after service. I
apologized for the inconvenience and
thanked him for bringing the issue to
my attention. However, the oil was
leaking from the transmission pan
seal/gasket – not from the engine oil
filter or drain plug after the oil change.
I therefore recommended replacing
the transmission pan gasket to avoid an
expensive transmission breakdown. The
customer appreciated this advice,
approved the repair, and expressed satisfaction with our effective resolution
process. In return we earned his loyalty
and trust (better to replace a transmission pan gasket than an entire transmission) and he has since returned for
additional services.
2. Awhile back, an angry customer
approached me about a brake noise
issue after we performed wheel
balancing on her vehicle. I took the car
for a road test with her in the passenger
seat and I soon discovered the noise was
due to ABS activation on slippery roads.
The customer knew nothing about ABS
(she had recently purchased the car as a
used model.) I went on to explain the
safety function of the anti-lock brake
system. In doing so, I regained her trust.
From angry to appreciative, she was
grateful for my ABS tutorial and is now
a regular customer as well.
3. An upset customer stated that the
right front tire was free-spinning while
making a left turn at a particular intersection (we had previously performed a
four wheel alignment on his car.) I took
the car for a road test on the same hightraffic location to find out the root cause.
4/4/11
That area is very busy for left turn traffic
and due to the long wait, most older cars
leak oil on that spot. This results in a
slippery surface condition. Since the front
right wheel has more torque and traction
on front-wheel drive cars, the right front
tire would spin on the same oily spot due
to rapid acceleration. I explained the
situation to the customer. He was grateful
for the tutorial, and again, we now have a
new loyal customer.
All of the above scenarios have one
thing in common: the customer
believed he or she was right to be angry.
But instead of getting into a
confrontation, the problems were
resolved in a way that was mutually
satisfactory – and, more importantly, the
customer was fully involved in the
resolution process. Proof positive that
corrective measures can turn complaints
to compliments.
It takes an effort, however. Sometimes
one’s ego can be his worst enemy when
coming to grips with truly legitimate
problems. Occasionally we stop listening,
and as a result, we might fail to act in
time. The result: a customer service
“issue” transforms into a non-repairable
customer service “disaster.”
Notably, a good business is one that
employs those who are both responsive
and responsible. Never commit the
cardinal sin of Marketing 101: overpromise and under-deliver. As well, it
only makes for good business sense to
develop and follow a standardized
company policy relating to car
inspection, repair procedures, customer
relations and promotional messages.
And ensure you have such a policy in
writing. Make certain it’s consistent, and
demand that all technicians and advisors
follow it. Having such a code of
conduct will help verify and resolve
customer concerns, especially if a
particular staff member is off duty or no
longer with the company. There’s
nothing more embarrassing or unprofessional than having employees on duty
who aren’t familiar with the shop’s
internal policies and procedures.
The variety of a customer’s concern
can be limitless. Maybe the repair
wasn’t properly carried out; perhaps an
employee was rude. Or maybe the
concern is based on something
completely irrational – i.e., perhaps the
8:41 AM
Page 27
customer didn’t like the colour of your
skin. Criticism can be about anything
or anyone and if you’re going to
succeed in the automotive business,
you’ll have to master the art of
customer service excellence.
Granted, sometimes we run into the
“customer from Hell.” You know the
type: the person who goes out of his
way to manufacture problems. He
might have a temper tantrum in your
shop or kick your counter or be verbally
(or even physically) abusive. Alas,
sometimes it is simply not worth
earning such a customer’s loyalty. You
will have to “fire” that customer.
Unfortunately, it’s been my
experience that there is about 3% of
customers that you’ll never be able to
satisfy – no matter what. They’ll take
and take until you have nothing left to
give. When this moment arrives, I hope
you’ll have the courage to make the
right decision and say goodbye to those
customers. It is far more effective in the
long run to give 100% of your attention
to the lion’s share of your loyal
customers than constantly chasing after
the 3% who will never be happy.
But make no mistake: if a customer is
undeniably right about his concern,
there’s simply no room for negotiation.
The situation has to be rectified and
resolved; you have to ensure the
customer must leave completely satisfied.
Incidentally, you do have some “skin
in the game” when it comes to client
retention. It costs six times as much to
attract a new customer than it does to
keep an old one. Customer satisfaction
surveys reveal that 95% of complaining
customers will do business with you
again – IF you quickly and fairly resolve
their complaints.
Bottom line: maintaining an
excellent level of customer service isn’t
easy. And it takes some effort to
transform complaints into compliments.
But the rewards are worth the effort.
Mohammad (Shah) Shahzad is the
Manager, Customer Management
Operations at The Brimell Group-Brimell
Toyota/Scion/Paint & Collision Centre in
Toronto. He welcomes your feedback and can
be contacted at (416) 292-2241 ext.4110
or email him at [email protected].
27
4/4/11
8:41 AM
Page 28
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4/4/11
8:41 AM
Page 29
BOOKMOBILE
By David Menzies
Welcome to our new semi-regular feature, Bookmobile, in
which we shine the spotlight on those books that cover our
favourite subject matter: cars.
Stupid on the Road: Idiots on Planes, Trains, Buses, and
Cars by Leland Gregory (252 pages, Andrews McMeel
Publishing.)
As you drive into the shop in the morning and witness all
sorts of idiotic motoring occurring, you might find yourself
asking the question: “What’s wrong with these drivers – are
they stupid?” Well… yes. At least, that would be the
conclusion of Leland Gregory, author of Stupid on the Road.
Delving into an archive of news clippings spanning several
decades, Gregory highlights those tales wherein stupidity
reigns supreme. Of note, sometimes cosmic dumbness
occurs when certain people attempt to repair vehicles.
Examples:
“A man left the Go-Go Rama bar on Route 35 in New
Jersey, got into his vintage Mustang, and turned the key, but
the car wouldn’t start. He knew the starter was faulty so he
pulled out an old screwdriver and popped the hood.
Knowing just enough about cars to be dangerous, the man
used the screwdriver to create an arc across the solenoid,
giving the starter a jolt of electricity it needed to turn the
engine over. The trick worked like a charm, but unfortunately the man
wasn’t living a
charmed life – he
had left the car in
gear. As soon as the
engine cranked up,
the car lurched
forward and drove
over both a fifteenfoot embankment
and its owner –
making him one of
those rare people
who have actually
run
themselves
over with their
own cars.”
Alas, it is not just
DIY dolts who are
responsible for acts of repair job idiocy. Consider the
borderline insane approach a Michigan technician took
when it came to diagnosing a truck that was brought into
the shop.
“An auto mechanic from Alamo, Michigan couldn’t locate a
mysterious rattle in a tuck left for him to service, so he asked a
friend to drive while he hung underneath the truck to locate
the source of the noise. Unfortunately, his clothes got wound
around the drive shaft. The knock is still around, but the
mechanic isn’t.”
Car Wreck: How You Got Rear-Ended, Run-Over &
Crushed by the U.S. Auto Industry by Mark Ragsdale, (236
pages, Langdon Street Press.)
If you’re planning on buying a new car in the near future,
Car Wreck should be required reading.
For starters, the author, Mark Ragsdale, brings an insider’s
perspective to the car biz. After all, Ragsdale used to own
several car dealerships and once served as a director for the
Massachusetts State Automobile Dealership Association.
Thanks to such a pedigree, Ragsdale expertly describes
the interrelationships between dealership sales,
bank/manufacturer financing, and car manufacturers as codependent business relationships that are often riddled with
envy, distrust and misunderstanding. Ragsdale promises his
book will “raise a few
eyebrows and downright
embarrass people” – and
he keeps his pledge.
Case in point: Ragsdale
points out that most
consumers assume car
companies, dealers, and
banks conspire to relieve
you of your money. Alas,
“nothing could be further
from the truth,” he writes.
“We are too busy cutting
each others’ throats to
stomach one another.”
Another
revelation:
“Unholy, unethical and
immoral alliances between unions, the federal government,
and car companies trample our laws under foot.The casualties
of their unfettered actions include thousands of otherwise
profitable businesses now forced into bankruptcy! Apparently,
they are not ‘too big to fail’ in the eyes of our politicians.”
Should the book’s title and subtitle fail to grab you, perhaps
the chapter titles will generate some interest. Examples: “The
Car Salesman’s Language: Why They Keep Using It ... Even
Though You Hate It”;“Why You Will Never Get ‘Enough’ for
Your Trade-in... No Matter What You Paid For It”; “How
Rebates and Rental Cars Cost You Money... More Than You
Could Ever Imagine”; and “How Short-Term Thinking
Wrecked the Industry... and Pummelled Your Wallet.”
Aside from pointing out the problems, Ragsdale also
outlines numerous “industry fixes” for the car business.
Whether his sage advice will be adhered to in the years ahead
is anyone’s guess.Yet, one thing is certain: upon reading Car
Wreck cover to cover, you’ll likely never enter a new car
showroom in quite the same fashion as you had before. As
Ragsdale adroitly notes in the book’s prologue: “I am going
to teach you all the things you’d never know about the car
business by telling you all the things I shouldn’t.”
29
4/4/11
8:42 AM
Page 30
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8:42 AM
Page 31
PRODUCT CENTRAL
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For many years, lead has been the standard
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Cabin Air Filters
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floors, driveways, patios and other
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Firestone 2011 Catalog,
Application Guide
The latest air helper spring suspension
products and accessories are highlighted
in a new 2011 catalog and application
guide now available from Firestone
Industrial Products. Designed to help
level a vehicle, maximize load capacity,
and improve ride quality, Firestone’s
complete suspension solutions include
Ride-Rite, Sport-Rite, Coil-Rite, and
Level-Rite air helper springs; WorkRite load assist springs; and the R4Tech
hybrid air/leaf suspension system. The
R4Tech system, which has Firestone
Ride-Rite air spring and SANLUIS
Rassini suspension technologies, is
designed to replace the factory leaf
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improved ride at
all times by
utilizing
the
variable spring
rate of the air
spring to stiffen
when the truck is
loaded and soften
when unloaded.
Several
other
Firestone product lines are also featured
in the catalog.
www.ride-www.rite.com.
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reside, should complete official entry form and
post it to Canadian Technician Magazine, 451
Attwell Drive, Toronto, Ont., M9W 5C4. Or fax it
416-614-8861. Canadian Technician is the
Sponsor of the sweepstakes. Chances of winning
depend on total number of eligible entries
received. For this month’s drawing, entries must
be received no later than 8:00 pm EST on June
30, 2011. One entry per person per month.
Prize valued at approximately $100. Void where
prohibited. Subject to full, official rules and regulations. For full, official rules and regulations visit.
www.canadiantechnician.com
7
11
12
13
16
14
17
20
22
6
9
10
15
5
18
19
Congratulations
to George Bitsanis of
Docteur Silencieux in
Laval, Que., for solving our
December 2010 puzzle.
21
23
ACROSS
1. Dodge counterpart to Plymouth Breeze
5. Item used to start early cars
8. Motorcycle clutch or brake control
9. '80s Plymouth K-car model
10. New-driver description, frequently
11. '75-'80 Chevrolet subcompact
12. Car buffs' hobby-shop purchases (7,6)
15. Bicycle-powertrain component
17. Carmakers' sales incentives, sometimes
20. Auto-stereo output, you might say (3,4)
21. '09 Mazda sports car
22. Patronizes Hertz or Budget
23. '80s Buick subcompact
Snowmobile Belts
The only snowmobile belt with
CARBON FIBRE REINFORCEMENT
for MAXIMUM PERFORMANCE
and MINIMUM BELT WEAR
DECEMBER 2010 AUTO PUZZLE
1
C
A
O
8
A
L
S
10
T
2
R
B
O
O
O
T
12
T
H
A
R
J
T
E
23
S
9
A
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E
A
13
C
C
T
L
A
A
N
G
E
U
E
T
S
S
D
S
A
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11
D
D
S
R
T
P
20
R
O
D
N
E
A
T
R
N
G
14
L
E
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16
G
I
H
H
D
A
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A
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7
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6
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F
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4
O
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21
F
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15
E
U
E
S
17
3
H
S
R
DOWN
1. Adjective for '63 'Vette's rear window
2. '71 boat-tailed Buick
3. Roof with removable, full-width panel
4. Workplaces for squeegee kids (6,7)
5. Raggedy TV sleuth in raggedy ragtop
6. Given name, Formula One champ Prost
7. Do-it-yourself vehicles (3,4)
12. Vehicle leading racers for a rolling start (4,3)
13. Periodic engine-maintenance tasks (4,3)
14. Surname, "CHiPs" motorcop actor Erik
16. Ohio's "Rubber City"
18. Really rural road description, perhaps
19. Big-rig's vertical exhaust, slangily
Responsible choices
& smart maintenance
keep you coming
back for more.
T
R
S
E
U
R
I
S
A
E
A
L
QUESTION OF THE MONTH
How has a customer rewarded you
for providing excellent service?
Call 1-888-275-4397
to find a distributor near you. Or, visit
www.goodyearep.com/snowmobile
The GOODYEAR (and Winged Foot Design) trademark is used
by Veyance Technologies, Inc. under license from
The Goodyear Tire & Rubber Company.
Goodyear Engineered Products are manufactured and sourced
exclusively by Veyance Technologies, Inc. or its affiliates.
The Gatorback trademark is licensed to Veyance
Technologies, Inc. by The Goodyear Tire & Rubber Company.
©2010 Veyance Technologies, Inc. All Rights Reserved.
33
4/5/11
1:04 PM
Page 34
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ACCEPTED
4/5/11
1:08 PM
Page 35
continued from page 30
My heart lurched in my chest. “No! Don’t do that! Er, I
mean, there’s got to be an answer. Let me check with Basil.” I
hurried off to the parts room where Basil was doing some web
research on another issue. “Quick, find what you can on
Chrysler power steering pump noises – Beanie’s about to start
singing again!”
Sweat poured off Basil’s forehead as he scanned the help
forums for suggestions. “I think I’ve got something,” he said
finally. “That’s a 2005 model, right? It says here that they’ve
been having problems with the fine mesh filtering screens
inside the reservoir. They plug up and restrict the return flow
of the fluid. The recommended repair is to replace the
reservoir housing.”
“Replace the housing? Can’t we just clean the screen?”
So we tried that. Beanie drained the pump and reached in
through the fill hole with a small brush to clean what he could.
But upon refilling it, things were no different. “Okay, okay, I’ll
order up a new reservoir,” I said. “But I hope that fixes it.”
Once Beanie had the new reservoir installed, the pump was
as quiet as could be. “Grrr. I’m going to get to the bottom of
this,” he growled. He took the old reservoir and cut it open.
What he found was a hard-to-remove black substance coating
about half of the very fine screen inside. “That must be the
restriction,” said Beanie. “Who would’ve known?”
Tooner stared at the plugged screen and chewed his lower
lip. “I wonder…” He removed his coveralls and started
washing up. “I’ll see you guys in the mornin’.”
ADVERTISER INDEX
Affinia – Raybestos Brakes...32
www.raybestos.com
NAPA .......................................22
www.napaonlinecanada.com
AIA Canada ............................30
www.aiacanada.com
Pennzoil ................................4, 5
www.pennzoil.com
Arkema Canada.....................35
www.arkema.ca
Ross-Tech ...............................27
www.ross-tech.com
Bars Products – Rislone........13
www.rislone.ca
Rotary Lift...............................25
www.rotarylift.com
Beck/Arnley ...........................21
www.beckarnley.com
Shell ........................................37
www.shell.ca
Blue Streak-Hygrade................3
www.bluestreak.ca
Snap-On Tools of Canada ........2
www.snapon.com
Bridgestone Tire .......................6
www.bridgestonetire.ca
Delphi Products.....................IFC
www.delphi.com
Federal Mogul ........................12
www.federalmogul.com
Valvoline .............................9, 15
www.valvoline.com
Wakefield Canada
– Castrol .................................20
wakefieldcanada.ca
Goodyear ................................33
www.goodyearep.com
WorldPac ................................38
www.worldpac.ca
Imperial Oil – Mobil ...............28
www.mobil.ca
Wrenchmasters .....................11
403-340-9500
Mevotech ...............................24
www.mevotech.com
The next afternoon, Beanie received a phone call from
Ham Hockley. He looked worried as he hung up the phone.
“What’s up, Bean?”
“I have to meet Ham at the theatre after supper,” he said
glumly. “He says he’s gonna redo all the auditions.”
After Beanie left for the day, Tooner filled us in on the
details. “I knew somethin’ was hokey ‘bout that screen test
the other day, and that power steering pump got me thinkin’.
So I went to see Ham and asked him when was the last time
he’d had his hearin’ checked. Turns out his ears were full of
eraser dust from his ear pickin’ habit.” He chuckled. “Ol’ Doc
Manic cleaned out his ears for ‘im, and now he’s gotta retest
all his singers.”
Basil smiled. “So with any luck, the town will be spared
from Beanie’s cruel crooning in the community play.”
“That’s worth celebrating!” I added two more sugar cubes
to my coffee. “Though I do feel bad for Beanie’s sake.”
Tooner shrugged. “Hey, that’s show biz. When you’re hot,
you’re hot…”
Basil and I agreed:When you’re The Bean, you’re not.
Rick Cogbill is a licensed technician and former
shop owner in Summerland, B.C.
His book A Fine Day for a Drive is available online
at www.thecarside.com. Read more about Rick's
humanitarian work in providing skills training to
Africa at www.mercytechmission.com.
On The Road
To A Better World
Protecting Our Environment with HFC 134a
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35
4/5/11
9:54 AM
Page 36
The
Car Side
By Rick Cogbill
Screen Test Blues
A local drama production results in lights, camera,
and plenty of inaction down at the shop.
Tooner shoved a handful of greasy popcorn into his mouth.
The half-empty bag wavered under my nose. “Want some?”
My stomach churned as I looked inside. A triple dose of hot
butter mixed with black grime from Tooner’s hands had left a
line of dirty streaks behind. “I think I’ll pass. Basil?”
Basil shook his head and put a finger to his lips. It was time
to begin.
“Okay, places everybody!” Ham Hockley, theatre director
for our community plays, called the auditions to order. He
poked absently at his left ear with the eraser end of his pencil
as he consulted his clipboard.
“Hmm… Beanie Madison, it’s your turn. Maestro? If you
please… ”
Beanie stepped nervously up to the microphone as the
pianist hit the opening chord. We braced ourselves, but it
wasn’t enough. Car alarms went off in the parking lot as
Beanie blasted his first note.
“Yikes! What was that?” Tooner stared us at from under the
next chair. “I ain’t heard anything that bad since my alternator
bearing seized.”
Basil grimaced, his fingers jammed in his ears. “Surely this
will be the end of Beanie’s singing career. I’m not a vocalist,
but that… that…”
“That was magnificent!” shouted Ham. “Beanie, you’ve got
the part. Rehearsals are on Tuesday nights.”
We drove back to the shop in stunned silence while Beanie
whistled a merry tune. The rest of us had come along on his
noon hour audition to offer moral support – after all, we
worked with him day in and day out; we knew how bad his
singing was. But now we were the ones needing support.
“Sheesh,” mumbled Tooner as we struggled into our
coveralls. “There’ll be no livin’ with him now. He thinks he’s
God’s gift to music.”
Basil shook his head in disbelief. “What I can’t figure out is
why Ham gave him the part. It’s like he was tone-deaf.”
“Tone-deaf?” I snorted. “You’d have to be stone-cold dead
not to hear what we heard.”
Loud wailing echoed through the service bays – Beanie was
singing up the perfect storm. I grabbed some ear protectors.
“Wish me luck. I need to give junior his next job.”
Beanie read over the work order. “Noisy power steering
when hot? No problem; these Chrysler minivans have had
lots of power steering issues. I’ll try the old ‘extend the return
hose’ trick.”
An old service bulletin recommended removing the front
return hose from the cooler and replacing it with three feet of
power steering hose wrapped in a corrugated wire cover. It’s
long, but you can curl it over the top of the cooler and tie it
down with zip straps, both to the cooler in front and to the
lines at the back.Then using only Chrysler’s ATF+4 fluid, drive
it to get all the air out. The procedure was supposed to help
with all kinds of noise problems, but in this case it didn’t work.
It was now late in the day, and Beanie was at a loss. Every
time we turned the steering wheel, the pump whined loudly.
“It’s like the fluid is aerated,” I said, shutting of the ignition.
Beanie pulled the cap off the reservoir and peered inside
with a light. “Yup, it is. I can see lots of tiny bubbles.” He
sighed. “I feel like singing the blues.”
continued on page 35
36
4/4/11
8:42 AM
Page 37
4/5/11
9:55 AM
Page 38

ALSO: What you need to know about the various AC developments

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