CT Oct 05 cj.qxd

Transcription

CT Oct 05 cj.qxd

CT June-2010 cj.qxp:CT Oct 05 cj.qxd
5/27/10
11:36 AM
Page 1
Readers’Issue II
Canadian Mail Sales Product Agreement #40063170 Registration 10833. Return postage guaranteed. Newcom Business Media Inc., 451 Attwell Drive, Toronto, ON M9W 5C4
With valuable contributions from you
– our cherished subscribers
www.canadiantechnician.ca
5/27/10
11:36 AM
Page 2
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JUNE
5/27/10
11:36 AM
Page 3
VOL. 15 NO. 5
Departments
Editorial . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Service Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Survey Says . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Auto Puzzle . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
14
Columnists
The Car Side . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
By Rick Cogbill
Features
Drive Clean: If it Ain’t Broke, Why Fix it? . . 8
By Takeshi P. Takaki
The Damage of Negativity . . . . . . . . . . . . . 12
25
By Zana Wishloff
For the Love of Saab . . . . . . . . . . . . . . . . . . 14
By Christian Skovbjerg
A Matter of Trust . . . . . . . . . . . . . . . . . . . . . 18
By Jordan Clampitt
Targeting the A-List Customers . . . . . . . . 20
By Bruce Eccles
When the Dream Dies . . . . . . . . . . . . . . . . . 22
By LaurieAnn Campbell
Rust Never Sleeps . . . . . . . . . . . . . . . . . . . . 25
30
By Clay Downes
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11:37 AM
Page 5
Editorial
SuperTechnician
Holy horsepower! In the eyes of many motorists,
technicians aren’t just auto mechanics – they’re superheroes.
By David Menzies
The other day, I was gabbing with Bob Pattengale,
I think Pattengale’s anecdote is especially
a field sales technical trainer with Bosch’s
endearing because, let’s face it: the image this
Diagnostics Business Unit. At one point during
industry is saddled with isn’t exactly pristine.
the discussion, Pattengale said something quite
Indeed, every so often, some polling organizaprofound. Namely, he noted that most automotive
tion will release a list ranking how the public pertechnicians have no idea that numerous cusceives various professions from an ethical standtomers look upon them as bona fide “heroes”
point. The top of the list is usually occupied by
rather than “just mechanics.”
such professionals as doctors, firefighters, and
I’ll allow Pattengale to explain in his own
police officers. At the bottom are the usual suswords:
pects: politicians, lawyers, used car salesmen,
“Let’s say there’s a single mom with a couple of
auto mechanics and journalists. (Golly, as a jourkids. She gets in her car, cranks the ignition, and nothing hap- nalist who covers mechanics, I must rank as the absolute lowest
pens. Her day is now shot, because she relies on that car. She of the low. But I digress… )
needs her car to drive her kids to school,
Yet, as Public Enemy would croon,
she’s gotta get to work, she uses her car to
“Don’t believe the hype.”
get groceries. That car is a lifeline for her
True, there are some members of the
in so many ways.
public who unfairly look upon automotive
“OK, pretty soon the kids are crying
mechanics being nothing more than blueand she’s completely stressed out. The car
collar shysters. And, granted, like any prois towed to a shop. As it turns out, all it
fession, there are a few shady operators
needs is a new battery. In less than an
out there who shouldn’t be in this business.
hour, her car is good to go.
But for the most part, you guys (and
“But here’s the thing: the tech that
gals) toiling in the bays comprise a legion
installed the new battery doesn’t get to
of Supermen and Wonder Women. Your
see her elation; he doesn’t get to hear her
daily regimen may consist of carrying out
say, ‘Thank you’ because she’s dealing
routine repairs. But to the stressed-out
with the service advisor.
motorist separated from her beloved char“For the technician, installing that batiot, you’re resurrecting a vanquished vehitery was just a routine job, no big deal.
cle that is both much-needed and sorelyBut to her, whoever did this work, well,
missed.
that guy is Superman, because he literally
Such customers comprise the silent
saved the day.”
majority. Although not many technicians
I think Pattengale is bang-on with his
get an opportunity to directly interact
observation. The fact is, the vast majority
with customers, make no mistake: your
of motorists wouldn’t dare to even
efforts in making vehicles roadworthy
As you may have noticed, this is our
attempt repairing their vehicles given the
again is often cause for celebration.
second Readers’ Issue. As the cover
inherent complexity of today’s modern
Bottom line: give yourself a pat on the
line implies, virtually all of the
cars. And given that many people are lost
back and hold your head high. Just kindly
content was submitted by you,
without their wheels if something goes on
refrain from wearing a red cape in the
the fritz, a customer who depends on his
service bay, won’t you? After all, it’s never
our cherished readers.
car can be downright ecstatic when things
a good idea to wear loose-fitting garments
Enjoy!
are set right again.
around mechanical devices.
JUNE 2010
5/28/10
8:25 AM
Page 6
5/27/10
11:37 AM
Page 7
Service Notes
VOLUME 15
How to sell aftermarket parts
With such a wide variety of parts available to consumers,
price should not be the most important consideration.
By Allan Janssen
Is the choice between OE parts and
aftermarket parts the same as the choice
between name-brand drugs and their
generic equivalents? I don’t think so.
To me, generic drugs are not necessarily
better than the name brand drugs they copy.
They merely capitalize on the years of scientific study and testing that
went into the original without
adding any extra value.
Aftermarket parts, on the
other hand, don’t have the
same kind of limitations
imposed by a watchdog
agency like Health Canada or
the U.S. Food and Drug
Administration, and they often
undergo additional engineering to eliminate design flaws in the original.
Like generic drugs, however, they are
often significantly less expensive – which
is a real asset when dealing with 12-yearold vehicles, or car owners who are feeling
the pinch of economic hardship.
Whether you like it or not, most consumers are looking for a deal, and it’s definitely worth your while to make sure your
service writers know how to sell aftermarket parts. With the right supply, you can
offer customers an opportunity for savings
without installing inferior quality or damaging your margins.
Here are some talking points:
Price: For many customers, this is the first
question. They probably expect to save
25% to 50% on an aftermarket part… and
you know of cases where they’ll save even
more. But it’s not the most important
question.
OE companies show no flexibility on
parts pricing. In fact, their price often
bears little relation to the actual cost of the
part because they bear the invisible cost of
research and development, as well as the
complexity of buying parts from a number
of different suppliers.
While the best aftermarket companies
maintain their own R&D departments, it’s
JUNE 2010
true that they generally have more options
for sourcing their wares and controlling
those development costs. Yes, they price
their products to compete, but when the
price is unreasonably low, warning flags
should go up.
Fit, Form & Function: We all know there
are fly-by-night companies
out there cutting crucial corners to get a radically inexpensive part on the market.
But an unreliable part is a bad
deal at any price. OE parts
don’t have anything to prove
on this front. Aftermarket
parts, however, have to jump
through the hoops of fit,
form, and function, to prove
their true value. The best aftermarket companies have products that easily meet the
standards set by the OEs. Consumers need
to know that you vet the parts you use, and
you track your comebacks.
Reliability: This is where the aftermarket has
an opportunity to shine. Learning from the
carmakers’ mistakes, aftermarket part manufacturers can often add value to their products, whether it’s a more durable construction or a more effective design. There are
many examples where the aftermarket part
corrects an OE oversight, performs better
than the original, and lasts longer. This needs
to be communicated to your customers.
Availability: Today’s supply chain is so
sophisticated that this is not going to be an
issue for 99% of the vehicles you deal with.
That last per cent, however, may be more
of a challenge finding replacement parts.
Warranty: OE parts come with warranties.
The best aftermarket parts do too. The
ones that are not backed up are the ones
you really have to be worried about.
When it comes to replacement automotive parts, shops and consumers have
ample choice, from OE to high-grade
aftermarket to “white box” alternatives.
But price should never be the only consideration.
NUMBER 5
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
GROUP PUBLISHER
Mark Vreugdenhil
[email protected]
(416) 614-5819
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 $2.00 GST);
one-year subscription in U.S.: US$60; one-year subscription in all other countries: US$90.
Copyright 2010. 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
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Applied for ABC
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Canadian Business Press
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www.canadiantechnican.ca/covers
5/27/10
11:37 AM
Page 8
Drive Clean:
If it ain't broke, why fix it?
Eliminating dynamometer testing in Ontario would be a big mistake.
By Takeshi P. Takaki
Please consider this submission as an
open letter to the Honourable Dalton
McGuinty, Premier of Ontario.
Dear Premier:
I head up an Ottawa-based automotive
repair shop that has operated the Drive
Clean emissions testing program since its
inception in 2001. But I’m now extremely
concerned about a recent proposal by the
Ministry of the Environment to phase-out
dynamometer tests.
I believe such a move would be a monumental mistake. My shop is very supportive of Drive Clean and we’re proud of
the way we’ve managed the program. I
fully support the proposal to add OnBoard Diagnostic (ODB) testing, but I feel
the removal of the dynamometer testing
should be reconsidered.
Allow me to reference a direct quote
from a letter we received, the contents of
which are also posted on the website
www.ebr.gov.on.ca (reg#010-8137):
“The proposed regulatory amendments
will ensure that the program continues to
be effective in reducing harmful vehicle
emissions of smog-causing pollutants such
as nitrogen oxides (NOx), hydrocarbons
(HCs) and particulate matter, as well as carbon dioxide, which is a greenhouse gas...”
This statement is supplemented by the
following notation:
“1. Eliminate the current Acceleration
Simulation Mode (or dynamometer)
tailpipe test and emission standards and...
replace it with:
“a) On-Board Diagnostic (OBD) test...
Rationale: Since 1998, all light duty vehicles manufactured for sale in Canada
have been built with OBD technology
that can be scanned to identify all emissions system faults. OBD is a more
accurate test than the current tailpipe
8 CANADIAN TECHNICIAN
test and would result in a greater number of vehicles meeting manufacturers’
standards, with a greater benefit to the
environment.
“b) Two Speed Idle (TSI) tailpipe test
for 1988 through 1997 light duty vehicles
and those vehicles that cannot be OBD
tested... ”
So, what’s not to love?
Well, any technician who has worked with
emissions, automotive repair service, and
diagnosis will likely disagree with the
above rationale for eliminating tailpipe testing. The statement may be true when dealing with evaporative emissions, but it rings
false when dealing with tailpipe emissions.
Simply put, OBD is far from perfect and it
cannot identify all emission system faults.
During the nine years in which my
shop has been involved with Drive Clean,
we’ve encountered numerous vehicles
that fail to meet tailpipe emissions stan-
dards where the OBD system detects no
faults (and vice-versa.)
Basically, emissions-related faults that
get stored into the OBD system are based
on the computer’s interpretation of what’s
occurring with the emissions and related
components. But a tailpipe test will show
actual emissions. Therefore, to state that
any OBD test is more accurate at testing
tailpipe emissions than an actual ASM
tailpipe emissions test truly defies logic.
Indeed, the only way to accurately test,
diagnose, service, and repair NOx emissions is with a dynamometer/ASM test.
The proposed elimination of the ASM test
is actually a direct contradiction of the
first quoted passage, which promises to
be effective in reducing NOx gas.
The fact of the matter is the ASM test is
a simulated driving test whereas tailpipe
emissions are measured while the car is in
a stationary position using a dynamometer. Idle or TSI tests do not – and cannot –
measure NOx since these gases cannot be
created without load.
We hope the proposed elimination of
the dynamometer tests will be reconsidered. It is important the dynamometer test
must be kept “as is” with the addition of
the OBD test. All necessary equipment,
software, and training for current test
procedures are in place today without any
further costs to the public, government,
and testing facilities.
Bottom line: it is my hope the ASMtesting will continue normally. While I
welcome the addition of OBD-testing to
accompany current test procedures, I also
strongly believe the only way to stay true
to the Environment Ministry’s clean air
mandate is to keep ASM testing in place.
After all, as Henry Ford once opined,
“If it ain’t broke, don’t fix it.”
Takeshi P. Takaki is with Ottawa-based
Takaki Automotive Corp.
JUNE 2010
5/27/10
11:38 AM
Page 9
© 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.
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5/27/10
11:38 AM
Page 10
5/27/10
SURVEY SAYS:
During the last several months,
we’ve asked questions. And you’ve
provided answers.
Question: When a garage goes out of business,
what is likely to be the main reason?
“Equal parts mismanagement and a lack of commitment
from technicians.”
Rod Campbell, Fountain Tire, Regina, Sask.
“Poor management, illness, personal problems (i.e., drug
abuse, alcoholism). This is what I’ve seen at small shops.”
Michael Hoffman, Automotive Brake Renew, Kelowna, B.C.
“Loss of productivity leading to loss of profit.”
Bob Irvine, J & B Raceworks, London, Ont.
“No computer systems in the shop.”
Alexsander Koziol, Active Green & Ross, Mississauga, Ont.
“Mismanagement.”
Chad Fournier, Connell Chrysler, Woodstock, N.B.
“Accounts receivable.”
Kevin De Hoan, John’s Auto Supply, Smithville, Ont.
“Poor management.”
Sullivan Motor Products, Houston, B.C.
“Money, money, money!”
Dave Wagstaff, Main Street Auto, Sussex, N.B.
Question: What is the least dependable car
on the market?
“Hyundai Accent. Notorious for brakes, wheel bearings and
various sensors.”
Joseph Champion, Triple C Automotive, Bishop’s Falls, Nfld.
“There was a car called Fix Or Repair Daily or Found On
Road Dead. I bought a few at a good price and fixed them
myself.”
Gary D. Ashcroft, Best Buy Auto, Oakbank, Man.
“Any Chrysler product.”
Perry Vandergulik, Jem Auto Services, Coquitlam, B.C.
“Dodge Neon.”
Duaine Fisher, Sapperton Motors, Maple Ridge, B.C.
“Chevrolet Malibu from 1997 to 2003 and anything with a
late-model 3.1-litre
GM engine.”
Chris Kosh, Fountain Tire, Regina, Sask.
“I think they are all about equal, except Camry and Civic.”
Jeff Jordan, Jordans Auto Repair, Sorrento, B.C.
Question: What do you do for fun away
from the shop?
“Spending time with my granddaughter. She is the highlight of every moment.”
Charlene Doberstein, Surrey, B.C.
“Snowmobiling.”
Gerry Vandergulik, Jem Auto Service, Coquitlam, B.C.
“Fishing and camping with my daughter.”
Jim Pettigrew, Fountain Tire, Calgary
“I like to shop and hang out with friends and family.”
Angie Nugent, Pro-Tech Automotive, Windsor, Ont.
“I enjoy socializing with friends and co-workers. I also
enjoy go-karting at the local track.”
Colette Mason, Serbu Tire, Windsor, Ont.
“Go to drag racing events.”
Bert Sinkgraven, Windmill Automotive, Brampton, Ont.
JUNE 2010
11:38 AM
Page 11
“I read quite a bit and play with my kids. My son is two
and my daughter is nine.”
Rod Campbell, Fountain Tire, Regina, Sask.
“Fun away from the shop? What’s that?”
Mary Wery, Par-Car Service, Toronto
Question: What is the biggest bill you ever
got stuck with?
“Approximately $3,000 for an engine replacement. The
customer refused to pay and it went to small claims court.
Still waiting.”
Greg Hyes, Main Street Auto Service, Sussex, N.B.
“The biggest bill was in the thousands – and it was for an
account that went bankrupt on us.”
Bob Gammon, Serbu Tire, Windsor, Ont.
“A long-time regular customer decided to declare
personal bankruptcy, leaving us whistling Dixie to the
tune of $930.”
Joseph Champion, Triple C Automotive, Bishop’s Falls, Nfld.
“I’ve lost count of the number of times and dollar
amounts lost for being sympathetic to a customer’s
situation.”
Mike Hoffman, Automotive Brake Renew, Kelowna, B.C.
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5/28/10
9:04 AM
Page 12
The Damage of Negativity
Embracing negative advertising is both wrong and self-defeating.
By Zara Wishloff
The NHL playoffs this year have produced some of the best hockey I’ve
watched in a long time. I even get a kick
out of the great commercials airing on the
TV and radio broadcasts.
The good news: automotive service
providers, OEM dealerships, and quick
lubes have all increased their advertising
time.
The bad news: when it comes to delivering the message, they just don’t get it.
Unfortunately, 80% of the ads I hear are
negative attacks. In fact, you’d think a
U.S. election campaign was underway.
From what I can tell, very few companies are delivering a message pertaining
to how auto repair shops can remove
stress from the lives of consumers.
Rather, most of the ads simply focus on
what’s wrong with the competition.
Interestingly, many of these negative
ads embrace humour to mock the frustrations and anxiety consumers have about
servicing their vehicles. However such
messages ultimately end up hurting everyone – including those who are responsible
for the negativity.
Mr. Lube has won several marketing
awards in Canada with its “Ready for a
Change?” campaign. Mr. Lube boldly took
on dealers directly by using humourous
ads poking fun at the dealership experience many consumers endure. It was
something the aftermarket was screaming
for and, the campaign was a welcome
change to the dealership mantra of,
“We’re the only place to properly service
your vehicle” that has bombarded the airwaves for years.
However, what began as a refreshing
change has morphed into a template for
automotive service advertisements… and
it’s starting to backfire.
Indeed, dealers have fought back with
their own negative ad campaigns. Other
service providers are showing up with
their attack ads as well.
Some of the fear-mongering messages
have been along the following themes:
“Don’t bring your car anywhere else,
they can’t fix it properly;”
“Don’t listen when they say they have
to work on your car… they don’t value
your business and charge you too much;”
“Everyone is out to get you, except us!”
Quite frankly, I could pick apart and
It sometimes seems as if Dr. No is the
creator of many auto shop ad campaigns.
find shortcomings in the advertising
embraced by so many companies. And
guess what? Consumers can, too. (Put
another way, consumers aren’t stupid.)
I’m just waiting for this ad:
SCENE: A quick-lube lineup is backed
up to the freeway. A young, inexperienced
service writer spills coffee on the lap of
an elderly lady. He then proceeds to oversell unneeded services. As the car drives
away, the drain plug falls out. Fade out
with an OE logo and copy that states: “See
we told you so! You should’ve stayed
away from strangers who don’t know
you’re your car.”
I’m by no means suggesting the negative advertising landscape is that bad.
But this seems to be the only way auto
service marketers know how to communicate. The message is not, “Here’s why
you should trust us;” rather, it’s more
like, “Here’s why you can’t trust the
OTHER guys.”
The inherent message is that no matter
where you bring your car for servicing,
you’d better be on high alert because
chances are you are getting scammed one
way or another. And even if you feel comfortable, you’re probably too dumb to
realize you’re being hosed.
Is it any wonder that recent market
demand studies have revealed that consumers have forgone billions of dollars in
underperformed maintenance each year?
While some people in the industry might
blame their closing skills, the problem is
planted into the consumer’s head thanks
to a constant barrage of negative advertising. Simply put, service providers and
dealers have managed to “market” themselves into a corner in which the consumer doesn’t trust anyone.
All of which is unfortunate. If marketers want to harness the power of fear,
why not craft an ad that shows how fearful it can be to encounter a breakdown
thanks to ignoring your vehicle maintenance as opposed to the fear of getting
one’s vehicle serviced at the wrong place?
Heck, in this economy, we should be
thankful that consumers are getting any
work done!
Look, we can no longer blame consumers for keeping their wallets closed
and casting skeptical sideways glances
when a service writer makes suggestions.
They are just behaving in a way that we’ve
trained them. Hey advertising agencies –
enough is enough. We’re more than ready
for a change!
Zara Wishloff is a sales manager with
Warehouse Services Inc. in Edmonton.
JUNE 2010
5/27/10
11:38 AM
Page 13
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©, 2010, Ashland Canada Corp.
5/27/10
11:38 AM
Page 14
For the Love of Saab
A shop owner explains his passion for the Saab brand.
By Christian Skovbjerg
Definitely not the same old Saab story:
Christian Skovbjerg proudly displays his baby
– a ’74 Saab Sonet.
Recently, an inquisitive journalist asked
me: “What’s the deal with Saab?”
In other words, what is it about this
particular automotive brand that resulted
in thousands of Saab owners the world
over staging rallies to save this brand
when it seemed as though Saab was going
to suffer the same fate as Pontiac, Saturn
and Hummer?
To begin with, Saab is truly a unique
car. The company’s history began on a
cold winter night in Trollhättan, Sweden,
just as World War II was coming to an end.
That’s when a group of engineers and
designers decided to make cars instead of
fighter planes.
The idea was to make a small car that
would be fun to drive, safe, and affordable. Since Saab’s inception, many unique
designs and innovations have emerged
from Trollhättan.
The first Saab design was a crosscut of
an airplane wing. This resulted in a very
stable body with an air drag coefficient of
0.30 – a benchmark many automakers
strive to achieve today.
But Saab has always been an innova14 CANADIAN TECHNICIAN
tor, from the adoption of seatbelts to a
two circuit diagonal brake system (developed in the early ’60s and now widely
used by most manufacturers.)
Headlight wipers – a goofy-looking
gimmick in the eyes of many people – are
anything but silly when one is driving during a nighttime blizzard. In fact, the headlight wipers have been so successful that
Sweden has since passed a law mandating
that every car must have mandatory headlight cleaners.
Cabin filters (1978) are another innovation. Filters have nothing to do with
safety, but these devices allow occupants
to breathe clean air while driving (Volvo
embraced this idea some 20 years later.)
By then, the Saab 9-5 had gone a step further by having all air filtered in the cabin,
both fresh and re-circulated.
Saab’s headrest restraint system is a
true jewel that has prevented many head
and neck injuries. The headrest is on a
pivot attached to the backrest, which
flexes according to weight and speed.
The more you sink into the backrest, the
more in proportion the headrest flexes
forward. It adjusts automatically to size
and weight and since it’s mechanical the
headrest will actually flex multiple times.
Other innovations: a direct ignition system (late ’80s), turbo-charging (late ’70s) and
in 1994, the Trionic fuel management system
(please check out www.saabmuseum.se for
a full rundown on Saab’s accomplishments.)
As well, before “going green” became
trendy, Saab was already an environmental champion. An example of this is the
introduction of water-based paint in 1994,
in which 90% of the paint and solvents
used by Saab are recyclable.
Saab was also the first automaker to
use R134 chlorine-free refrigerant. This
required manufacturing new O-rings,
hoses, and oil to cut the emission of ozone
layer-depleting chlorine molecules.
Just imagine the undertaking of a small
manufacturer to create a super engine fuel
management system. In 1994, this system
had a 32-bit computer capable of handling
over 1 million calculations per second (this
compares very favourably to a conventional fuel system of the time that handled
about 50,000 calculations per second.)
JUNE 2010
5/27/10
You may ask: why make it so powerful?
The answer: by joining this system to a lightweight 4-cylinder Saab 2.3-litre turbocharged
engine, you will have a Saab engine that will
produce upwards of 250 horsepower and a
steady max 350NM torque below 1,900 rpm.
This is very powerful, and yet fuel consumption is only about 7.5 L/100 km (even though
this engine produces a higher output than
most 350 cu. in. V8 engines.)
Most manufacturers focus on passive
safety with air bags and crumple zones,
but Saab also uses anti-submarine seats
(which prevent occupants from sliding
under the seatbelt in a collision), Saab has
even taken measures to protect occupants from being hurt in a car/moose collision. A moose can literally weigh a ton
and such an animal will adversely alter
your life in a nanosecond should you have
the misfortune of colliding with one.
Good thing, then, that Saabs have extrastrong roofs and windshield frames –
which can be lifesavers in such a scenario. (Believe it or not Saab actually has
a “Moose Facility” in Sweden.)
Active safety is yet another way Saab
pays special attention to safety. I believe
active safety begins in the driveway. For
example, consider Saab’s large doors that
open wide for easy access (especially
important when the driver is wearing
bulky winter clothes.) The driver slides
into a very comfortable orthopedicallydesigned seat that is both heated and
vented. There’s also a multi-zone climate
system that keeps the car’s windows from
fogging up. After all, the best safety game
plan you can have starts with a comfortable and alert driver.
And when the driver overextends his
driving skill-set, a Saab can help mitigate
the situation. A Saab constantly communicates with the driver, and the car is so
well-balanced that the character of the
car doesn’t change, even when engaged
in extremely heavy cornering or braking.
I’ve never thought twice about driving
my Saabs even in the worst Canadian
winter conditions.
As you can tell, my enthusiasm for
Saab speaks for itself: I’ve had the opportunity to work with Saab for many years
in three continents. This is also why I
started Aktive Motors – so that I can offer
all Saab owners a place of enthusiasm and
a service and sales centre where they can
experience the Swedish Saab spirit.
JUNE 2010
11:38 AM
Page 15
Thanks to numerous loyal clients, my
company continues to rapidly expand.
Indeed, we are in constant need of new
people that can follow in my footsteps.
Bottom line: Saab is a superbly-made
and safe product – a true performer that is
loaded to the gills with originality and
innovations.
This is why so many Saab aficionados
rallied to save the company when it
appeared the General Motors was putting
Saab out to pasture a few months ago.
Application Specific Sourcing
Sure, there are many other cars on the
market, but most Saab owners don’t want
to drive anything else.
So, thank you, Victor Muller, CEO of
Spyker Cars, for giving Saab a new lease
on life. Hopefully Saab will continue to be
an innovative car company in the years
ahead.
Christian Skovbjerg is a Saab Master
Technician and the owner of Aktive
Motors Inc. in Oakville, Ont.
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5/27/10
11:38 AM
Page 16
5/27/10
11:39 AM
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5/27/10
11:39 AM
Page 18
A Matter of Trust
In this fragile economy, we must be careful when
it comes to dealing with customers.
By Jordan Clampitt
Like many other technicians, I enjoy the
properly convey that info to the customer
They will enjoy peace of mind; they will
articles in the various automotive magato make them feel comfortable and secure
trust you. And we all know that a trusting
zines that find their way into our shops. I
in buying what you are selling.
customer is a lifelong customer.
find the technical information both interA good computerized invoice and work
Given that communication is a key
esting and insightful. The only thing I don’t
order system provides an excellent means
aspect of a service advisor’s job, service
like: each article ends up with the same
of logging your customers’ vehicle mainteadvisors can’t always speak in terms
undertone of this huge selling market that
nance history as well as previous services
that the customer will understand. And
we in the industry are missing out on.
and services that have been recommendnot understanding can instill doubt
All the technical articles I’ve read do a
ed. This can give you a good idea of what
about whether you’re giving them the
great job of explaining the product or
your sales approach should be before the
straight goods.
component and the internal workings of
customer even gets in the door. You can
Educating the customer is a constant
these items. But they all end with the
also gain good insight into the spending
challenge in our industry. Consider these
same theory – that we
suggestions: in your waitshould be selling the cusing area, leave out any of
tomer the product before
the automotive magazines
it’s actually worn-out or
you have – if that’s all there
broken.
is to read as they pass the
A recent article on sustime, believe me, they’ll
pension systems noted how
read ’em. Hopefully, an endat 80,000 km the dampers on
result is that they’ll learn a
the shock or strut are basibit about vehicles and vehically worn enough that they
cle maintenance.
don’t perform as well as
Also having some differnew. While technicians cerent vehicle components
tainly know this is true, it’s a
handy, such as a shock,
bit of a leap convincing the
strut, brake caliper or an
average customer that
electrical component will
based solely on mileage,
serve as a visual aid when
replacement parts are need- Having some different vehicle components handy, such as a shock, strut,
explaining to customers
ed. Especially when we brake caliper or an electrical component will serve as a visual aid when
what they need and why
can’t show them a broken or explaining to customers what they need and why they need it.
they need it.
leaking part and they can’t
Another useful tactic is
feel a significant change in the ride of the
habits of your customers. If you notice a
displaying a symptom/probable cause wall
vehicle. The automotive industry has long
decline in the way a regular customer servchart. This will allow your customers to
fought to shake off the dishonest moneyices his car, perhaps something profound
highlight the more common issues every
hungry stereotype.
has happened in his life (divorce, job loss,
car encounters. And this might help the
In the current fragile economy, we need
etc.) that has affected their ability to maincustomer better explain the problem to
to be very careful how we approach custain the vehicle the way he once did.
service advisors.
tomers. And we have to be careful regardThis is when we should further adjust
In summary: remember to treat cusing the way in which we relay information
our selling approach – i.e., lowering the
tomers like people (not bags of money)
to them when it comes to properly mainsales pressure or making a list of services
and help them get to know their vehicles
taining their vehicles. It’s my opinion that
that need to be done in order of imporbetter. By doing so, you will earn their
in conjunction with qualified technicians
tance. Letting them know they have time
trust – and their repeat business.
in the shop you need capable service advito save up and that you will only do the
sors at the front counter. All the technical
work absolutely necessary to keep their
Jordan Clampitt is a technician
articles give a very good base of informavehicle running safely on the road will
with Neighbourhood Auto Plus in
tion, but it is the service advisor’s job to
score major points with most customers.
London, Ont.
JUNE 2010
P ZERO
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11:39 AM
Page 20
Targeting A-List Customers
Enticing the cream of the client crop isn’t all that complicated
– just make certain you deliver on your promises.
By Bruce Eccles
In the quest to get more clients in the
door, numerous shops come up with
interesting marketing initiatives. At
my shop, we’ve pretty much tried
everything in the last 35 years, from
radio ads to newspaper discount
coupons.
How effective were these efforts?
Well, I’ll answer that question by referencing the famous Henry Ford quotation: “Only 50% of my advertising is
any good. The problem is, I don’t
know which 50%.”
Even so, the obvious goal behind
any marketing plan is to increase sales
and build a client list. Keeping your
service bays busy and following best
business practices will typically result
in more money being generated.
You can commission all kinds of
studies and perhaps even come up
with some unique sidebar services,
ranging from a barber shop and spa
to a daycare service (I’ve seen it all!)
And after you’ve identified your target market, designed a website, and
advertised your services, all that’s left to
do is wait for customers to come or your
phone to ring.
No doubt you’ll see some results. But
being in the auto service business since
1975, I can tell say from experience you’ll
never please everyone. For starters,
there’s a customer hierarchy. “B” and “C”
clients will go from shop to shop and will
tend to find your place regardless of any
marketing plan. In fact, they may have
been turfed by their last service provider
because they weren’t worth the trouble.
So, what you really want to do is build
or increase your A-list clients. A-listers are
people who are loyal to your shop. Ideally,
these are the people who should represent
the bulk of your clientele.
Indeed, the A-list client knows why
Angelina Jolie and Brad Pitt are A-List
stars. What your shop needs is A-List
customers.
he’s chosen to do business with you. He
specifically wants you to service and
repair his vehicle. Such clients aren’t necessarily more educated, but they’re often
smarter when it comes to their vehicles’
maintenance and service requirements.
So, just when does your marketing plan
fizzle? One tell-tale sign is when your shop
is chock full of the wrong kind of clients.
It’s been my experience that most A
clients aren’t enticed by something like a
haircut when they come by for an oil
change. They no doubt have a barber
already – keep in mind these people are
loyal to their service providers. Besides,
I’d rather hear the sound of an air gun
making money for my shop as
opposed to a hair dryer.
However, the wheels will really
fall off your marketing plan when you
fail to meet your A clients’ expectations. I’m talking about not having the
tools or training to diagnose and
repair vehicles in a timely fashion.
Simply put, before you drop a bundle
on any marketing scheme, make certain you’re prepared.
Our shop currently has 10 scan
tools plus three laptops and attachments. As well, there’s a desktop
perched upon every technician’s toolbox. We have in-house training and a
web-based training program that all
techs are required to utilize. Our lead
technician is the shop foreman and
training coordinator. We subscribe to
numerous technicians’ websites and
blogs, use the AllData and Mitchell
programs and yet we still can’t get all
the info we need!
But here’s the reality. We make our
money on the brakes and suspension as
always, but we also market our business
by repairing the “check engine light.”
If you want to be a player, you must
increase your A clients; otherwise, continue targeting the B and C listers just like
the big box boys do.
My formula, incidentally, is simplistic:
just fix it right the first time and deliver
the results when promised – no excuses.
After all, the cardinal sin in marketing is
to over-promise and under-deliver.
If you can master that game plan, then
your marketing will be self-generating and
free-of-charge. In other words, you will
reap the benefits of good ol’ fashioned
word of mouth.
Bruce Eccles s the owner of Eccles Auto
Service in Dundas, Ont.
JUNE 2010
5/27/10
11:39 AM
Page 21
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5/28/10
9:06 AM
Page 22
When the Dream Dies
As one door slams shut, find another to open.
By LaurieAnn Campbell
Over the course of the last 12
months, it became apparent that
my auto shop business was
bleeding away my retirement
fund at an alarming rate. The end
result: I’m out of the automotive
aftermarket game.
By way of background, in 2007
I bought an existing shop that
had been operating for almost a
decade. Prior to the purchase, I
spent a good part of six months
conducting research to make
sure I was making the right decision. My fact-finding mission
included checking out the town and its
economic development plan and formulating a workable business plan.
Everything seemed to check out.
My move to Stirling, Ont. was like the
storyline of The Beverly Hillbillies in
reverse. I loaded up the truck (with all my
belongings plus four canines) and moved
from the city to the country, abandoning
my comfortable lifestyle in Oakville, Ont.
I soon felt like another fish out of water,
Elly May Clampett, especially since I
ended up inheriting more critters.
But back to business…
The first year was reasonably good.
However, unbeknownst to me during my
fact-finding mission, there was another
independent auto shop that opened in the
area. This, of course, further divided the
customer base. Nevertheless, I stood
proud and kept going… only to discover
another independent shop had opened.
By this point, the auto repair landscape
was radically different as there were four
shops servicing a town of 5,000.
Naturally, our wonderful government didn’t make things easier thanks
to minimum wage increases and added
tax hits.
It all resulted in the perfect storm,
especially since my overhead was
greater than all the other independents.
I’ll always love cars, mind
you. But as Kenny Rogers
would croon, “You’ve got to
know when to hold ’em,
know when to fold ’em;
know when to walk away,
know when to run.”
I eventually swallowed my pride, shuttering my shop in March.
Alas, I did give it my best shot. I sent
handwritten letters to my customers; I
gave generously to the community
(including 100 teddy bears to the fire
department’s toy drive and more than
$1,000 to the local food bank); I took on
several co-op students… but in the final
analysis, it just wasn’t good enough.
What was most upsetting was letting
my employees go. I employed the best
mechanic I’ve ever met. At least he has
enough training now to start over on his
own. I guess it makes me feel better that I
granted a young man the ability to learn
about accounting, customer service, and
how to run a business (and what not to
do.) He also understands that a low over-
head business model is the only
way to go in a small town. He
just opened a new shop and I
wish him well (check out
www.scottysautoservice.ca).
As for me, I’m moving on, too.
In fact, I just launched two new
ventures (both of which have
radically lower overhead than an
auto shop.) These days, I’m
keeping busy running an online
dating service that facilitates platonic relationships. Check it out
(and join up, if you wish):
www.simplyarentadate.com.
As well, I’ve started Campbell’s One
Stop Small Business Shop, which provides
small business services and handwriting
analysis (www.campbellsonestop.com.)
Hey, once an entrepreneur, always an entrepreneur – regardless of the chosen field.
I’ll always love cars, mind you. But as
Kenny Rogers would croon, “You’ve got to
know when to hold ’em, know when to
fold ’em; Know when to walk away, know
when to run.”
As a final word, I’m proud of what I
accomplished and will never feel as
though the closure of my shop was an
utter “failure” – more like a life lesson.
After all, the shop was my first experience with a bricks and mortar business.
As well, I feel for the other people out
there who have been adversely impacted by a brutal economy. In fact, just
minutes away from where I was located,
another auto shop had to close after 30
years in business. Clearly I’m not the
only casualty.
To conclude, I’ll always have my dignity and integrity and drive – nobody can
take that away from me. Zoom-zoom –
I’m off on another path. Here’s to new
beginnings.
LaurieAnn Campbell was the owner of
Molloy’s Auto in Stirling, Ont.
JUNE 2010
5/27/10
11:39 AM
Page 23
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5/27/10
11:39 AM
Page 24
5/27/10
11:39 AM
Page 25
Rust Never Sleeps
Here’s what shop
owners and technicians
should know about the
never-ending war
on corrosion.
By Clay Downes
Most technicians repeatedly preach the merits of preventive maintenance to their customers. Regular oil changes, tune-ups, brake
inspections, tire rotations… the list goes on. We do this because we
know how important regular maintenance is and we want our customers’ vehicles to be both safe and reliable.
But what about body maintenance? As long as our customers’
vehicles are rust-free you can repair them mechanically. The
longer customers keep their vehicles, the more service and maintenance will be required. That means more business over the long
run. So, from a business standpoint, it’s in your best interest to
keep the integrity of the body panels and frame looking good by
recommending the best rust-proofing available.
There are two main kinds of rust-proofing. Firstly, there is the
one-time rust-proofing most dealers sell. In the majority of cases
this requires going back once a year for inspections for the life of
JUNE 2010
5/28/10
the vehicle to keep the warranty in place.
But check out the fine print. Unfortunately,
most of these warranties come with a
clause with words along the lines of,
“Lifetime warranty where the product is
applied.” Translation: if the rocker panels,
doors, fenders and other areas not easily
reached aren’t treated, the warranty does
not apply. And we know from years of
experience that these particular areas are
indeed susceptible to corrosion.
11:48 AM
Page 26
The other kind of rust-proofing is an
annual spray with oil formulated for
application on vehicles. Applicators who
are well-trained will ensure that all
boxed-in areas such as doors, fenders,
rockers, hoods, trunks and tailgates are
treated properly. This requires access
holes to be drilled. Anyone who says
they can properly spray a vehicle without
drilling access holes is either inexperienced or is not being completely honest
with you. The same procedure is done to
the underside of the vehicle, covering
brake lines, gas lines, fuel tanks, floor
panels and bumpers.
When servicing these vehicles, you
might find this kind of spraying can be a
little messy. But a good rust control applicator will actually save you time and
money because you will not encounter
rust. There’s nothing more frustrating
than giving a quote for a job and then
finding rust has compromised the integrity of the metal parts you are working on.
The customer doesn’t want to hear later
about your problems and he will not be
happy if the cost for the job changes.
Anyone who says they can
properly spray a vehicle
without drilling access holes
is either inexperienced
or is not being completely
honest with you.
Other major areas of concern are electrical components, wiring harnesses and
sensors which suffer from corrosion. A
good rust control method will treat
these. The advantage to the technician?
Fewer intermittent problems, less greening of wires and vehicles that are easier
to repair.
When choosing an annual rust prevention program choose a reputable company
that is endorsed by the Canadian
Automobile Association or the Automobile
Protection Association. Make sure that the
person doing the application produces
documentation that the product being
used is non-flammable, non-toxic and environmentally friendly.
Remember, the longer your customers
are able to keep their vehicles on the road
(and looking good) will mean more business for your shop.
Clay Downes is the owner of Quik Auto
Repair in Georgetown, Ont.
JUNE 2010
5/28/10
8:25 AM
Page 27
5/28/10
9:12 AM
Page 28
AUTO PUZZLE June 2010
1
2
3
4
5
8
6
7
9
10
11
12
13
14
15
16
ACROSS
1.
8.
9.
10.
11.
13.
15.
18.
19.
22.
23.
24.
Salvage yards, in other words (4, 9)
Low-octane gasoline
’67 Rambler and ’08 Nissan model
Muscle-car hood feature, maybe (3, 5)
Dune-buggy terrain
Car-washer’s tool
Term for fully optioned car
Terrain for NASA’s Spirit rover
Space-enhancing motor-home feature (5, 3)
Collectible ’50s Chevy wagon
’09 Kia midsize SUV
Carmaker’s facility (8, 5)
1.
2.
3.
4.
5.
6.
7.
12.
14.
16.
17.
18.
20.
21.
Crash-activated devices
’60s Sunbeam roadster with V8 power
Safety structure in NASCAR vehicle (4, 4)
Curbside server at ’60s drive-in
Freeway fillers
Country where 2-Down car made
Accident-investigation factor
Vacation journey, you might say (4, 4)
Divided-highway access points
Motor City
GPS component
’75-’80 Chevrolet subcompact
’80s Olds clone of Chevy Citation
European GM subsidiary, ____ Opel GmbH
17
18
DOWN
19
20
21
Responsible choices
& smart maintenance
keep you coming
back for more.
22
23
24
March 2010 Auto Puzzle
1
Snowmobile Belts
The only snowmobile belt with
CARBON FIBRE REINFORCEMENT
for MAXIMUM PERFORMANCE
and MINIMUM BELT WEAR
P
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2
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WIN
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13
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H
E
D
O W
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L
R
ENTER FOR A CHANCE
TO WIN A GOODYEAR
PRIZE PACK.
Congratulations to Joe DeLuca of
Windsor Auto Radiator Service in Windsor, Ont.
for solving our March 2010 puzzle.
S
Send your solved puzzle to Canadian Technician
We’ll draw a winner on August 13, 2010.
Send to 451 Attwell Drive, Toronto, ON M9W 5C4.
Or fax to 416-614-8861
Name:
Workplace:
Work address:
Phone:
Call 1-888-275-4397
email:
NO PURCHASE NECESSARY. To enter, residents of Canada who have reached the age of majority according to the law of the province in
which they reside, should complete official entry form and post it to Canadian Technician Magazine, 451 Attwell Drive, Toronto, ON,
M9W 5C4. Or fax to 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 August 13,
2010. 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
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.
QUESTION OF THE MONTH: The voluntary “Right to Repair” agreement recently took effect.
What has been your experience thus far?
5/27/10
11:40 AM
continued from page 30
The guys went off to work, and I returned to my paperwork.
It was good to be back in my comfort zone.
Half an hour later I gasped as my computer screen went
blank, and then returned in a blaze of swirling colours. I recognized it as the Star Gate scene from the Space Odyssey
movie. An ethereal electronic voice arose from the shop
intercom.
“Hello, Dave; this is HAL.”
“Hey, what’s going on,” I yelled, banging on the monitor with
one hand. “My name’s not Dave, and give me back my data!”
“I’m sorry, Dave. I’m afraid I can’t do that,” droned the voice.
I shrieked and fell off my stool as I put some distance
between me and the hard drive. I wasn’t gonna let any machine
disconnect my life support system.
At that moment, the sound of raucous laughter erupted from
the parts room, and then it hit me – the crew was pulling a fast
one on me. Somehow Beanie had commandeered my monitor
via the shop computer, and was taking great liberties with my
sanity.
“Okay, wise guys.” I stormed into the parts room. “Quit horsing around! Now put that computer to better use and try to find
an answer to this Odyssey van problem.”
“Sure thing, ‘Dave.’” Tooner chuckled. “Hey Beanie, see what
help you can find on the forums.”
As it turned out, it didn’t take long for a number of technicians to come to our rescue with a solution we’d totally missed.
“Your exhaust valves are too tight,” we were told over and
over again. “And be sure to adjust them when they’re nice and
cold.”
Apparently it’s a common problem on Honda’s J-series V6
engines when they begin to accumulate higher mileage.
Getting access to the valves was tedious – I was glad I wasn’t doing it – but at least it didn’t require any special tools.
Before long the Odyssey was running as smoothly as a space
shuttle through the stratosphere. Tooner came into the front
office with the keys.
“I’m a little busy, Quig. Why don’t you take this out for a test
run? Look’s like you could use some quiet time.”
Running a hand through my frazzled hair, I grabbed a seat
cover and hoofed it out to the parking lot. Can’t wait to get
away from this crazy crew, I muttered to myself. But as I hit the
road, I made the mistake of turning on the CD player. Strains of
Also Sprach Zarathustra filled my ears as I drove down the
street, the iconic opening theme song from 2001.
I can’t wait for Slim to get back…
Page 29
ADVERTISER INDEX
AIA Canada ..................................................26
www.aiacanada.com
800-808-2920
Atlas Tire
Wholesale Inc.
Atlas Tire Wholesale Inc. .......................6,19,27
www.tiredistribution.com
905-670-9791 (West)
416-292-8202 (East)
Bars Products – Rislone ................................25
www.rislone.ca
Beck / Arnley................................................15
www.beckarnley.com
1-888-464-2325
Blue Streak-Hygrade ......................................3
www.bluestreak.ca
Cardone Industries ..................................16,17
www.cardone.com
Goodyear.....................................................28
www.goodyearep.com
888-275-4397
Honeywell – Autolite .....................................4
www.autolite.com
Honeywell – Fram........................................23
www.fram.com
NAPA ...........................................................10
www.napaonlinecanada.com
866-GET-NAPA
Rotary Lift ...................................................11
www.rotarylift.com
1-800-640-5438
Shell............................................................24
www.shell.ca
Snap-On Tools of Canada ................................2
www.snapon.com
1-800-734-2676
Stewardship Ontario ....................................21
www.dowhatyoucan.ca
416-919-5823
Rick Cogbill is a licensed technician and
former shop owner in Summerland, B.C.
To read more about Slim and the gang,
check out Rick’s book A Fine Day for a
Drive at www.thecarside.com.
JUNE 2010
Valvoline ..................................................9,13
www.valvoline.com
1-800-TEAM-VAL
WORLDPAC
WorldPac.................................................31,32
www.worldpac.ca
800-463-8749
5/27/10
11:40 AM
The Car Side
Page 30
By Quigley (filling in for Rick Cogbill)
Repairing a 2005 Honda Odyssey turns out to be more frustrating
than trying to make sense of 2001: A Space Odyssey.
I hate it when the boss goes on holiday –
for two reasons. First off, all the real
gnarly jobs wait until Slim leaves the
building before landing on our doorstep,
and secondly, I become the target of completely undeserved abuse. Such is life for
a service writer.
Basil poured himself a cup of my freshly made coffee, added a touch of powdered whitener, and took a cautious sip.
“Ah, just the way I like it, Quigley,” he
announced with a grimace. “The enticing
aroma of burnt brake material, followed
by a slightly acidic aftertaste, and visually
enhanced by a multi-colored oil slick
shimmering on the top.”
“Hey, quit complaining,” I snapped. “I
never said I could make coffee as good as
Slim’s. Besides, I got other things on my
mind – like that 2005 Odyssey van
Tooner’s been wasting time on all week.”
The grizzled technician of whom I
spoke wandered into the front office.
“Anythin’ good in that pot?”
Tooner yawned and jerked his thumb
in the direction of our ancient coffee
maker.
Basil added three more sugar cubes.
“There is for those who like to live dangerously.”
Tooner shrugged.
“Mebbe it’ll kick start my brain – I’m
runnin’ out of ideas on that Honda van.
I’ve tried new OEM spark plugs, new
coils, and even cleaned the injectors. I’m
startin’ to wonder if there’s a glitch in the
electronics.”
He poured some thick brew into a mug
and studied it closely.
“How ’bout you, Quig – got any suggestions?”
“Don’t look at me,” I gasped. “I’m just
the service writer!”
Indeed, juggling schedules, ordering
parts, and keeping customers mollified
was tough enough; I didn’t need demonpossessed minivans further complicating
my life.
2005 Honda: A Spaced-Out Odyssey
“But I wish you’d hurry up and fix that
thing. The owner’s starting to wonder if
we know what we’re doing.”
The quirky Odyssey was throwing
random misfire codes on all six cylinders – po300 through 306. It ran rough
when cold, and Tooner could barely get
it over 65 km/h on a test drive. Once it
warmed up, however, it ran fairly
smooth. So far, nothing he’d tried had
done a lick of good.
Tooner swilled some coffee around in
his mouth like he was sampling a fine
wine.
“Hey, not bad, Quig. I think yer gettin’
the hang of this.” He thought for a
moment. “Y’know, that van reminds me of
an old space movie, where the computer
had a mind of its own.”
Basil raised his eyebrows. “You mean
Stanley Kubrick’s 2001: A Space Odyssey?
It’s been years since I’ve seen that classic.
I believe the computer you’re referring to
was nicknamed HAL. It tried to take over
the space ship, and if memory serves me,
it killed off most of the crew.”
“I remember that!” I shuddered. “That
was one freaky movie – scared me to
death.”
continued on page 29
JUNE 2010
5/28/10
9:16 AM
Page 31
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Thinking of Ordering Asian?Call us!
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CT Oct 05 cj.qxd

Transcription

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