Streamlining - CARS Magazine

Transcription

Streamlining
your business
Publication Mail Agreement #40063170. Return postage guaranteed. Newcom Business Media Inc., 451 Attwell Drive, Toronto, ON M9W 5C4
Improving workflow in the shop
ALSO
■ The case for inspecting EVERY vehicle
■ Should you be allowed to pull plates?
■ Seeking sensible scan tool strategies
OCTOBER 2012
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contents
Canadian Technician • October 2012 • Vol. 17 No. 8
FEATURES
Going With the Flow .....................................................21
Shops reveal their secrets for improving productivity,
reducing idle time, and eliminating confusion in the shop.
Scanned on the Run ......................................................25
They’ll pop by to do onsite reprogramming and reflashing –
with their own scanners so you don’t have to make the tooling investment.
Scan Tools Strategies ...................................................28
Having access to a wide variety of aftermarket and factory
scan tools is no longer an option. If you’re going to survive,
you have to have a plan.
COLUMNISTS
Your Turn - By guest columnist Allan Haberman ..............16
Management S.O.S. By Kelly Bennett ..............................18
The Car Side By Rick Cogbill..............................................38
25
21
DEPARTMENTS
Service Notes.................................................5
Letters ............................................................7
Out & About .................................................10
Eye Spy.........................................................12
From Our Forum ..........................................15
Products.......................................................33
Ad Index .......................................................37
Our new
international
calling card.
by
www.bluestreak.ca
OCTOBER 2012 CANADIAN TECHNICIAN
3
SERVICE NOTES
Making steady progress
In the jigsaw puzzle that is the modern automotive
industry, the pieces may seem small, but they add up!
VOLUME 17
NUMBER 8
By Allan Janssen
451 Attwell Drive, Toronto, Ont. M9W 5C4
When I’m doing jigsaw puzzles with my
kids, I can always be sure that two pieces
will be missing when we get to the end.
Even if the puzzle is new, fresh out of
the cellophane, there will be two pieces
missing. That’s because my daughters
will have palmed one each, and slipped
them into their pockets.They want to be
the one who puts the last piece in place.
They love the feeling of finishing a
project. The long and arduous task of
putting everything else together is
tolerable to them only because they will
ultimately be able to put an end to it all.
I will admit, there is great satisfaction
in putting the last piece in the puzzle.
But without the “steady work” of
putting everything else together, it will
never happen.
I call it steady work because progress
seems invisible for much of the time. A
thousand-piece puzzle fits together one
tiny piece at a time. Minute to minute
you notice no real progress. But that is
where the puzzle is built.
I think the same is true in business.
Progress is largely invisible.The secret of
success is continual forward motion.
So here’s my question. In your career,
are you feeling the frustration of
invisible progress? Do you feel like
you’re spinning wheels? That nothing’s
getting better? Could it be that you’re
expecting too much? Are you expecting
immediate results when, realistically,
progress takes more time?
The good news is that if you’re
committed to improvement, your
victories may be subtle, they may be
minute, but they’re accumulating. With
continual forward motion, you’ll soon
realize that you’ve actually crossed a
moat. What all-too-often led to failure
will simply cease to be an issue.
This applies to people at every level
of the shop, from the apprentice, to the
technician, to the service advisor, to
the owner. Those who are committed
to continuous improvement will
achieve a measure of success proportional to their effort.
Broadening my field of vision, I
sometimes see the same kind of
frustration among distributors, trainers,
and associations in our industry. Their
underlying question is “Why aren’t
things getting better?” Again, the good
news, in my view, is that things are
getting better. There’s no doubt in my
mind that, as an industry, we have
embraced some notions that were
considered quite radical even 10 years
ago. They are now commonplace. Like
the importance of making our facilities
more appealing and comfortable. Like
making real efforts to educate customers.
Like embracing the preventive maintenance model over the break-down
model. Like charging a premium for
diagnostic time. These are now the
accepted way of going to market.
And other concepts are coming into
the mainstream, like progressive
compensation systems for technicians,
prebooking appointments, and using
elaborate workflow strategies.
It wasn’t that long ago that a significant number of shops didn’t manage
their business with computers. Look
how far we’ve come. Now it’s common
to see computers in every bay.
I firmly believe that surviving in
today’s automotive repair and service
industry requires thoroughly modern
management approaches – many of
them incremental improvements over
the old way of doing things. They may
seem trivial in and of themselves. But
ignore them, and the moat you faced
will only get wider. Apply them, steadily,
to your business and they lead to success.
These are the little jigsaw pieces that
ultimately reveal the finished puzzle.
You can reach me at
[email protected]
EDITOR
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
GENERAL MANAGER
Joe Glionna
PRESIDENT
Jim Glionna
PUBLISHED BY
Newcom Business Media
451 Attwell Drive
Toronto, Ont. M9W 5C4
Canadian Technician is published monthly except for January and July by Newcom Business
Media, Inc., 451 Attwell Drive, Toronto, Ont. M9W 5C4. The magazine serves the Canadian
automotive repair and service industry. Subscriptions are free to those who meet the criteria. For others: single copy price: $5.30; one-year subscription in Canada: $42.00 ($40.00
plus applicable taxes); one-year subscription in U.S.: US$60; one-year subscription in all
other countries: US$90. Copyright 2012. All rights reserved. The contents of this publication
september not be reproduced by any means, in whole or in part, without prior written consent of the publisher. The advertiser agrees to protect the publisher against legal action
based upon libelous or inaccurate statements, unauthorized use of photographs, or other
material in connection with advertisements placed in Canadian Technician. The publisher
reserves the right to refuse any advertising which in his opinion is misleading, scatological,
or in poor taste. Postmaster: Send address changes to Canadian Technician, 451 Attwell
Drive, Toronto, Ont., M9W 5C4. Printed in Canada. Second class mail: Postage paid at
Toronto. Canadian Publications Mail Sales Agreement #40063170. ISSN 1710-7644.
We acknowledge the financial support of the Government
of Canada through the Canada Periodical Fund (CPF)
for our publishing activities.
Kenneth R. Wilson
Award Winner
Member
Canadian Business Press
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LETTERS
trade and we still need new people.
We have started apprenticeships for
both these employees but at the end
there will be no government certificate.
I find this very disappointing.
Doug Thompson
Tommy’s Auto Upholstery
Victoria, B.C.
LIFT SAFETY STARTS WITH
RESPECTING THE DESIGN
IN PRAISE OF THE OFT-FORGOTTEN OWNER’S MANUAL
The owner’s manual is such an integral
part of repairing the car that I have actually sent people home to get it. Tire
pressure monitors, oil change info, fluid
specs, how to reset mileage reminders…
there is a lot of critical information that
appears only in this little jewel of a publication.The look on the customer’s face
is usually one of shock. Their answer is
often, “It’s at home in the drawer with
all my other books and papers.” Or, “I
didn’t think I needed that!” Or, “You’re
kidding, right?”
When it comes to educating
motorists, this is a good place to start.
Ken Hart
Hartech
Kaslo, B.C.
Member, CT Advisory Panel
JOBBER STORES NEED
TO UNDERSTAND
OUR BUSINESS
I had a customer come in last week asking us to check his brakes. We did so,
gave the customer a quote, and set an
appointment for the following Saturday.
On Friday, however, the customer
came into the shop angry because the
local auto parts store – our supplier, in
fact – sold him the parts for less than we
were going to charge him. The jobber
had sold them to him at our cost.
Naturally the customer could not
understand why we would mark up
parts, and when we said we would not
install the parts he had purchased, it all
went downhill. Our customer felt we
were ripping him off. But, in fact, I
think the parts store was ripping us off.
We called them and they admitted
that they sell parts over the counter at
wholesale prices. They said they have to
be competitive with other part stores.
We spend thousands of dollars a
month with these stores. Don’t they
care about our loyalty? Why should we
buy from them if they don’t understand
how our business works?
Tom Hines
Fountain Tire
Richmond, B.C.
APPRENTICESHIP ISSUES
ARE STILL SURFACING
IN B.C.
I was very interested in the May article
about apprenticeships in B.C. We have
apprenticed 12 tradesmen since 1970. I
wanted to register two new apprentices
and was told our trade has been decertified so they cannot be registered. All of
the apprentices we trained are still in the
I read with interest the article on lifts in
the May issue. It fails to mention that,
under Section 7 of the Regulations for
Industrial Establishments, the automotive lifts require a Pre-start Health and
Safety review of documents supporting
an exemption from such a review before
the apparatus is put into use.
Section 7 is intended to ensure that
such hazards are removed or controlled
before the apparatus is started up.
Clearly, following such a review would
provide the user with a greater degree
of assurance as to the safety of the lifting
device.
Of course no amount of design can
ever prevent anyone from defeating a
safety device who is intent on defeating
the device.
Franco Tomei, B.A.Sc,,P.Eng.
Vaughan, Ont.
SAFETY INSPECTIONS
WOULD SAVE
CANADIAN LIVES
I am a strong advocate for annual safety
inspections in Canada.
I recently repaired a vehicle for a local
body shop. The vehicle in question rearended another vehicle because the owner
could not stop in time.The official reason
for the accident was wet roads. But I saw
that the tires were completely bald, with
absolutely no tread left. The insurance
company paid for the repairs and the
adjuster did not note the tires. In my
view, it should have been a rejected claim.
If government officials would get off
their butts long enough to take action
against unsafe vehicles, we may save a
few more lives.
Scott Rhynold
The Gas Tank Doctor
Barrie ON
7
LETTERS
IN-FIGHTING AND PRICECHOPPING NEEDS TO STOP!
I’ve just read Ron Nutini’s article, The
Cowboy Way, in the June 2012 issue.
Hallelujah! No truer words have ever
been spoken! A few of us across the
country have been preaching from the
same pulpit for years.
In this trade, we need to start considering ourselves professionals, and we
have to stop all the back-stabbing and
the race to the bottom when it comes
to pricing. It is not helping anyone.
I recommend that all shop owners and
technicians join an association. There are
local groups, provincial groups, and
national groups. And everybody should
support AIA Canada nationally. Let’s all
get involved in changing our industry.
We can improve it, one brick at a time.
for 10 weeks.There was always a waiting
list. I’m happy to see it back. Good luck!
Peter Abela
Alignment Plus
London, Ont.
CLINICS FOR WOMEN ARE
A GREAT SERVICE
Great to see someone has brought this
back, I started running clinics for
women in 1970, working with the
YWCA. It was a great success then. Unfortunately, when my boss died so did
the course. Back then I called it “Powder Puff,” and we held it one day a week
Ed Jagt
Pro-Tech Tire & Auto
Chairman, Barrie & Area Automotive Repair Association
Board member, Canadian Independent
Automotive Association
formations Mechanics Beyond Borders
will be able to achieve.
We’re so proud of what you are doing,
Jim – both for the automotive industry
and for those whose lives and families will
be forever changed through your efforts.
FORTUNATE CANADIANS CAN
HELP OUT GLOBALLY
Bev Kaltenbruner
Harold’s Auto Service
Lethbridge, Alta.
I just read the article on Mechanics Beyond Borders (August 2012). With the
dedication that this volunteer, James
Bell, has for this project, it would sure be
nice to see Canadians who have been
fortunate to contribute to this very worthy project in a meaningful way. In particular the Canadian auto industry.
Bill Line
Canadian Tire
Burlington, Ont.
MECHANICS BEYOND
BORDERS
It is so good to see our industry taking
an interest in the very real needs of the
outside world (Mechanics Beyond Borders, August 2012). It’s so easy to become
complacent and limited by tunnel vision
while we deal with our own everyday
business challenges.This is a great way to
place our own difficulties in perspective.
Last year, in partnership with a very
small Rotary club in India, our Rotary
club raised funds for a new five-bed
hospital in a remote mountain area of
India. I can just imagine what life-trans8
CANADIAN TECHNICIAN OCTOBER 2012
PROJECTS LIKE THIS CAN
BUILD BRIDGES BETWEEN
COUNTRIES
What a great idea (Mechanics Beyond
Borders, August 2012). Hopefully projects like these will help to build bridges
between us and other countries, so we
can all learn to get along better, not only
in this trade but socially and politically
with more open attitudes.
Chuck Armstrong
Anderson Motive Power & Body
St. Mary’s, Ont.
AIA STUDY REINFORCES THE
MAINTENANCE MESSAGE
Thanks for the article about the new AIA
Consumer Behavior Study (August
2012). We have certainly found that the
best insurance policy to ensure a long life
for a vehicle is maintenance, maintenance,
maintenance! To highlight this to our customers, we have a section in our newsletter in which we list the mileage milestones
of our customer’s vehicles. People are
NEW CLASS IS ABOUT
‘KNOWING YOUR CAR’
I also did these types of information
classes for many years at a previous
shop.Where I work now we are setting
up for a new “Know Your Car” clinic.
Tom Hines
Fountain Tire
Richmond, B.C.
amazed to see how far other cars have traveled, like the 1992 Sundance that reached
398,000 km, the 1992 Chev Cavalier that
reached 588,000 kilometers, and the 1996
Dodge turbo Cummins that hit 650,000
km! They all have one thing in common
– they were all serviced regularly.
Bill McLennan
Remington Park Motors,
Surrey, B.C.
AIA STUDY GOT IT RIGHT
You cannot say enough about routine
maintenance. When I talk to customers
about it, I simply tell them how many
kilometers are on my own vehicles.
They’re usually quite surprised. My 2006
Saturn Vue has 300,000 km on it and it
runs like a new one. It gets the drain plug
pulled every 5,000 km and the servicing
is done per manual. My 2002 Ford 3/4ton has 165,000 km and it has yet to
need anything other than routine maintenance. We’ve got similar stories from
customers’ vehicles that are regularly
serviced.That helps convince others that
routine maintenance is a good thing and
not a cash grab.
George Stringham
How to reach us
We love to hear from our readers. Please
send along your opinions to editor Allan
Janssen at [email protected]
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OUT & ABOUT
Inspecting Every Vehicle
The Automotive Industries Association’s Western Canada Service Providers Forum in
Edmonton last month drew a mix of service providers and parts distributors.
By Allan Janssen
Want to keep your customers happy and
build referral business?
Rui Martins, executive vice president
of the Automotive Aftermarket ELearning Centre, says the key is to inspect
every car that comes into the shop.
Martins told a mixed audience of
service providers and parts distributors
at
the
Automotive
Industries
Association’s annual Western Canada
Automotive Service Providers Forum
that inspections not only drive sales for
repair shops, they’re what the customer
wants and expects.
“Credible inspections is what it’s
about,” he said at the Mayfield Inn and
Suites in Edmonton, Alta. earlier this
month. “If vehicles are properly
inspected, we can count on a significant
bump in overall customer satisfaction.”
Martins shared the podium during
the
one-day
conference
with
management guru Donald Cooper, and
automotive consultant Bill Haas. The
conference, with the theme of “Raising
the Bar,” attracted 115 people, including
about 50 service providers.
“If we’re not inspecting vehicles
properly, we’re not delivering on our
professional responsibility,” Martins said.
“Our professional responsibility is to
check the vehicle out properly and
allow the client to make the decision as
to whether they want to move forward
with the repairs or not.”
The need to inspect vehicles is even
more critical these days, as the number
of visits customers make to their service
providers continues to shrink. It used to
be as many as four times a year.
“That number has been reduced to
one to two times per year, and is getting
closer and closer to one time a year,” he
said. “That five to six minute window
that we have to build trust and rapport
is being shut down. It used to be about a
half hour a year. And that six minutes is
10
“Inspections are what we do,” said Rui Martins, executive vice president of the Automotive Aftermarket E-Learning Centre. “If we’re not inspecting vehicles properly, we’re not delivering on
our professional responsibility.”
Bill Haas, of Haas Performance Consulting, offered a view of coming automotive technology
and the opportunities it is bringing to the aftermarket. “The question for you, really, is this:
Who is going to be the first in your market to be the place customers take their electric cars?”
he said. “Is that an opportunity? And if you decide you want to be the first, how will anyone
know it? And who is going to be the electric traction specialist in your business. These are all
things you have to think about.”
being rushed even more.”
He urged shop owners to establish a
process for giving every vehicle a quick
courtesy inspection, lasting five or six
minutes, that identifies areas of
mechanical concern. That’s in addition
to any inspection that is specifically
requested: a seasonal inspection, or a
complaint-based inspection.
Out of 18 cars, then, you could have
as many as 36 inspections, he said.
Not only that, but the inspections
OUT & ABOUT
Business speaker Donald Cooper spoke about how to find and keep good employees, as well as
adapting business to the new realities of the marketplace. He told service providers their main
job is to communicate three things to their customers: That keeping their vehicle in good repair with regular scheduled maintenance is important for their personal safety, convenience,
and financial well being; that you are the best person to do that work; and when they should be
coming in so you can do that work. “If they trust you, they’ll accept that you’re acting in their
best interest, not your own,” he said.
should be done first so the service
advisor can complete full estimates on
every concern found and present it to
the customer.
“If you do the inspections, a beautiful
way to throw money down the toilet is
to not complete an electronic estimate
for the work that is found,” he said.
“Sound like a lot of paperwork? This is
about process, and about explaining to
the client what we intend to do before
we even go down this road.”
Martins said presenting the findings of
an inspection is part of the shop’s professional responsibility… and it is what
today’s consumer wants and expects.
They may not choose to do all of the
work immediately, but you’ve done your
job in finding the concerns on their
vehicle, and chances are high that they’ll
return to have the work done.
“Mathematically, 70 per cent of those
clients will go home, discuss budget,
discuss when and where, discuss how
the vehicle will be dropped off, and
they will return for those repairs,” he
said, adding that the confidence that is
built will lead them to recommend your
shop to others.
“When your clients start referring
their friends and family to you, and that
deferred work starts coming in your
door, you’re going to have to figure out
how to control it,” he said. “Quality and
credible inspections done 100% of the
time need to be part of the change in
culture. Advisors and technicians need
to understand that is what we are delivering on. Inspections is what we do.”
Martins said having processes in
place makes it possible to track down
internal problems and correct them. At
his own shop, the follow-up to any
problem was intensive.
“If there was a client issue, if
something broke down, if we did
something incorrect, if there was a
comeback of any sort, my first question
to the service advisor was where did the
process break down. I want to know
where we went wrong. That would be
my first question. And in order to know
that, that handbook needs to exist. That
process has to be established.”
He said establishing processes and
insisting employees follow them will
probably mean losing a few staff
members.
“A change in culture takes time.
Sometimes changing culture means
shifting some bodies out of our building,
because they won’t shift culture.”
11
OUT & ABOUT
Kelly Bennett planning
DVD training series
Management trainer Kelly Bennett has announced he’ll release a series of workshops
on DVD, complete with workbook and
management tools.
Bennett, well-known to
Canadian Technician readers
as the author of the
Management S.O.S. column
tin each issue, says a release
date has not been set for the
DVD series, but they’ll
include two of his most
popular workshops.
“101 Silver Bullets” offers
a wide-ranging collection of
ideas to increase productivity, workflow, and customer satisfaction.
Another workshop,“Increasing Your Car
Count,” offers tangible and practical
ways to grow your client list and find
more work.
“In the past, shop owners and managers
could build their business with two things:
a knack for fixing cars, and a penchant for
hard work,” he says.“Today, you also need a
business skill set that includes a good grasp
of
financial
management, shop
management, marketing and leadership. It’s
no coincidence that same skill set is the
focus of the first of my workshops I’m
making available on DVD.”
Shooting the videos is being done in
a milestone year for Bennett.
“It’s my 25th year doing
business
management
training,” he says.“Hearing
from past attendees about
the impact I’ve had on
their lives and their
businesses has been incredibly
rewarding and inspiring for me.”
The DVD series will be a chance to
offer training to shop owners who have
not been able to make it out to a public
training event.
Bennett has conducted thousands of
workshops in every Canadian province and
all 50 U.S. states.
For more information, and to watch a
sample from the DVDs go to
http://tinyurl.com/ct-prod-285
EYE Brake tubing?
SPY
Kevin Suttorp of ElecTech Auto in Winnipeg,
Man. sent in this shot
of a 2004 Jeep Liberty
that limped into the
shop recently. When
they investigated the
brake concerns, they
found that someone
had brazed in a section of tubing. “We
certainly did not do
this type of shoddy
repair!” Kevin writes.
Have an interesting picture to share? Email a high-resolution image to:
[email protected]
12
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FROM OUR FORUM
Not safe at any speed
Our Forum members wonder if auto repair shops should be allowed
to pull license plates when a dangerous vehicle limps in.
This is a topic I’ve been struggling with over the almost 30 years
I’ve been in this trade, and I would like
to know the legal answer. If a car
comes into the garage and a fully
licensed mechanic deems it not safe to
leave the shop, can he pull the plates?
keys inside the vehicle. Then let a
provincial inspector or police officer
know about the situation. Here in
B.C., the ARA is currently working
on trying get some mandatory safety
inspections in place, but it’s going to
take a while.
— EdPink
— PFOREMAN
In B.C., no “mechanic” has
the right to pull plates. How would
you control the unscrupulous who
would pull plates just to garner
business? And who would protect me
and my staff? Condemn a vehicle and
you’ll see how violent some people
become. I can only imagine how they
would react if you pulled their plates!
A 1999 Pontiac Grand Am
arrived a few days ago with a scraping
noise on the right front. Good thing
we didn’t do a road test, because the
state what you found and the reason
you feel the vehicle is unsafe. Note
that it is not roadworthy and have
your customer sign the repair order
before you give him the keys. As they
go, tell them you have a responsibility
to notify the authorities. Then do so.
That is the end of your responsibility.
— fatchuk
I’m with Chuck on this one.
Don’t touch the vehicle other than for
an inspection. Way back in the day –
mid- to late-60s – a mechanic could
pull plates as long as he notified the
MTO inspector, but it was stopped
because of abuses.
— canuck623
— 30222
Consequences be damned, I
pulled the plates on one car once. The
owner was about 23, and she dropped
some big tears. But I coudn’t bring
myself to let that car go.
— cooter
Pulling plates is way too
much power. It would be abused like
crazy. There’s nothing wrong with the
way things are now. Call your local
police when you release a very unsafe
vehicle. Focus your attention on
getting mandatory bi-annual safeties
for all vehicles.This is what we need.
front spring had broken, and the edge
was cutting through the tire. It was
almost ready to blow. Further
inspection revealed a host of other
problems. Believe it or not, the owner
declined all work, including a new
tire. We detailed all the problems and
had the owner sign a paper saying we
deemed the vehicle unfit to be driven.
—ALLNUTS^nobolts
— svcmgr
The only way you can get the
vehicle off the road without having
any liability is to park it off your
property and make sure the client is
aware that the vehicle is unsafe. Have
them sign a work order. And do not
hand the keys over. Instead have the
I would not have done
anything to that car. They may blame
you when the tire does blow. I have
enough grief in my shop with all the
day-to-day stuff. I do not want the
responsibility of determining which
vehicles should or should not be on
the road. Make out a repair order and
A number of years ago, I let a
vehicle leave the shop that was totally
unsafe. I documented everything and
had the customer sign the work order
and initial where I stated that it was
unsafe for the road. About two weeks
later, the vehicle was in an accident
because the front end was rusted out
and separating from the frame, and an
innocent girl was injured. She
required reconstructive face surgery. I
know that the pulling of plates is open
to a lot of abuse, but do we not have a
moral obligation as well as a professional obligation to do something if
we know that something is unsafe and
could cause anything up to death?
— msog
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.
15
ITS YOUR TURN
Scan tool decisions
By Allan Haberman
There’s a lot to consider before making a major investment.
Here are some questions to ask before you buy.
D
o you need a factory scan
tool… or an aftermarket scan
tool?
The debate has been going on for as
long as there have been scan tools.
Does an aftermarket scan tool
provide all the data and test capabilities
you need to accurately diagnose and
repair your customers’ vehicles? Would a
factory scan tool make the process
easier or faster? What about return on
investment? What would that
factory tool cost? Which tool (or
tools) should you purchase?
There’s a lot to consider before
making a major investment!
Only you can say for sure
whether your aftermarket scan
tool is meeting your needs. Have
you ever thought, “It sure would
be nice if my scanner had a data
PID for that!” Or, “I could really
use a bi-directional test for that
component.” Would it be worth
the investment if you could get
those capabilities with the factory
scan tool?
Return on investment is proven
when a tool reduces diagnostic and
repair times, making the tech more
efficient. Now it’s paying for itself.
But if you’re still not sure which tool
to purchase, the first step is to take a
close look at the vehicles you work on.
If there is one make you service more
than others, then perhaps you should
consider purchasing that factory scan
tool. Once you have the factory tool
and proper training you may even want
to start to market your shop as a
specialist in that particular brand.
On the cost front, the trend in scan
tools is away from hardware-based
hand-held tools and towards softwarebased tools, which significantly reduces
the price. Many of these tools only
16
require a customer-supplied PC or
laptop to run the software with a
vehicle communications interface
(VCI).
When you purchase the scan tool,
you receive the VCI and all the
necessary cables as well as the software
and a subscription to the vehicle
manufacturer’s website. Essentially, the
software turns your computer into a
factory scan tool, communicating with
the vehicle through the VCI. The
subscription to the manufacturer’s
website allows you access to factory
information, including updates for the
scan tool, factory wiring diagrams,
TSBs, and the ability to reprogram or
reflash modules.
Some manufacturers now offer their
factory scan tool on a short-term basis.
Instead of purchasing a VCI and
software, you can use your own J2534
interface to replace the VCI. You still
need to purchase the software but it’s
available on an as-needed basis.
This way you purchase a subscription
to the manufacturer’s website and
download a piece of software which
stays on your computer and becomes
your link to the scan tool. Now you can
access the scan tool software on the
website. This turns your computer into
a virtual factory scan tool, communicating with the vehicle using a J2534
pass-through device. This is the same
device used to reprogram or reflash
vehicles when an update is required.
Your shop may already have one.
The scan tool is functional only
while you’re connected to the website
with an active subscription. If you lose
your Internet connection or your
subscription expires, the scan tool
function is lost. But the advantage to
this system is that you can purchase the
scan tool when you need it, for as long
as you need it. If you don’t
service a certain make of vehicle
regularly but occasionally require
a scan tool, you can purchase a
short-term subscription and
access
the
scan
tool.
Subscriptions are generally three
days, a month or a year –
although terms may vary
depending on manufacturer. For
example one manufacturer
charges $55 for three days and
$1,095 for a year.
This is an affordable option for
purchasing a factory scan tool – if
it’s available. I believe as more manufacturers adopt software-based scan tool
technology, the trend towards J2534based tools will also increase.
This will allow more technicians to
have access to factory level diagnostic
tools.
For more information on factory
scan tools and subscription costs go to
www.nastf.org and click on the information access charges and tools matrix
links.
Allan Haberman is with
Blue-Streak Hygrade Motor
Products in Winnipeg, Man.
He’s also a member of the
Canadian Technician Advisory Panel.
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MANAGEMENT S.O.S.
IN THIS SERIES OF FICTIONAL LETTERS FROM A NEW SHOP OWNER TO HIS FORMER BOSS,
MANAGEMENT TRAINER KELLY BENNETT DISCUSSES BASIC BUSINESS PRINCIPLES THAT
APPLY TO THE AUTOMOTIVE REPAIR INDUSTRY.
WHAT I WOULD HAVE
DONE DIFFERENTLY
IF YOU COULD GO BACK IN TIME AND GIVE YOUR YOUNG
SELF SOME ADVICE, WHAT WOULD YOU SAY?
DEAR KELLY:
I just had a milestone birthday. Fifty years. It’s made me a bit reflective about my accomplishments in life and in business. Without
doubt, the past few years of owning a shop have been the most
challenging of my life. I can’t remember how many times I wanted
to pack it in. But I’ve lasted this long and I’m still excited about the
business, so I must be doing something right! Now, just for the fun
of it, I’m compiling a list of things I would tell my younger self about
business if I had the chance to get into a time machine. Care to
contribute any words of wisdom? —Erol
DEAR EROL:
Ah time travel! That mind-bending concept that is explored in so many movies
and TV shows. But, believe it or not, it’s
not all that far-fetched.As a matter of fact,
we routinely participate in time travel
every single day.We move into the future
at a rate of one second per second.
Traveling back in time… well, that’s
the difficult part.
But I’ve had similar thoughts to yours,
about giving an earlier version of myself
some tips. In my case, I’ve tried to
identify the top things I should have
done earlier in my career. I think I’d have
some good advice.
I’ve written a list of things I wished I’d
18
done earlier. As I think about each one,
the question I’m asking myself is why it
took me so long to implement change.
No doubt fear is the biggest roadblock to
professional progress. I spent way too
much time thinking about the potential
downsides.
So here’s what I’d tell that younger self
if I had the chance.
1. Hire slowly… fire quickly
When I started I knew nothing about hiring and firing. I made a lot of quick decisions that I had to live with.And too often
I kept some people much longer than I
should have. There were days I felt like I
was herding cats! Coaching the un-coachable is exhausting!
Keeping the wrong people is simply a
way of rewarding people for poor
performance. I am done with the toxic
environment caused by working with
the wrong people.
I just hired a new office manager. I’ve
been searching for the right person for
the position and have been exercising
patience for a couple of months. Jason
starts next month, and I’m confident the
patience is going to pay big dividends.
He knows lots of stuff that I don’t, and
can do many things I can’t. It’s perfect.
Remember, when it comes to hiring and
firing, you have to sell your strengths and
buy your weaknesses.
I was interviewed on a radio
program a few years back and was
asked, “What is the best thing about
being self employed?” My answer was,
“Choosing who you’re going to work
with.” We spend more of our waking
hours with those people than our
families! We have to choose people
who are capable, hard working, appreciative, and fun.
2. Close the door on Saturdays
4. Stop worrying about price
I spent so much money and effort trying
to convince customers that I was cheap.
Now I’ve come to realize good work is
not cheap and cheap work is not good.
My earliest marketing efforts were just
Larry Dickison
I sometimes think about all the Saturdays
I spent at the shop that I could have spent
with my family and friends!
I was so convinced that I had no
option.You had to be open on Saturdays,
right? Wrong! Looking back, I’m baffled
that it took me so many years to realize
that my existing clientele would adapt to
my new hours. I would handle just as
many cars as before, but it would be in
five days, not six.That’s great for reducing
down time too!
my coach would be impressed when I
told him I wouldn’t lend him any tools.
And, sure enough, the coach said that
was the right answer, but he wanted to
know why I’d let so many people
“borrow” my time and my expertise. On
the phone, in the parking lot, a quick
check here, a little look there... I should
have taken a firm stand from the start
that I would charge properly and fairly
for everything I do.
on knowing what to charge for parts as
well as labour.
5. Get out of the bays
I was pulled in every which direction
when I first started in this business. I
thought it made sense for me to keep
wrenching while I ran the business. It
nearly drove me into an early grave!
I’m sorry it took me so long to figure
out I could be more helpful to the
company as a full-time manager. The
process of going from the bays to the
counter, and from the counter to the
office took years.
Having my office upstairs, far away
from sight and earshot of the counter was
a brilliant move. For years my office was
as close to the front counter as it could
possibly be. I would be trying to focus on
stuff on my desk and to-do list and was
interrupted almost every single time a
customers came through the door.
Once I started concentrating on
managing the company, I was more
productive… and so was my staff! Funny
how that works!
6. Read more
When I finally made the move, no
one complained. Only a few even
noticed! I could have cried when I
thought about all the things I turned
down because I was so afraid to make
this simple change!
3. Stop giving away your time
I wish I’d figured out a little sooner exactly what I’m in business to sell. All I
have is my technician’s time, talent, and
knowledge.When I started I wanted people to like me and come back, so I did so
a lot of stuff for free.
One day, when I had a business coach
in my shop, a guy asked if he could
borrow a few tools because his car had
broken down a few blocks away. I knew
horrible! I once offered a $9.95 oil
change and spent $1,400 advertising it!
Now that’s a great way to run a business!
Spend money to have people come in
and pay you less!
I also used way too many coupons.
Automotive repair is a profession, not a
retail operation. I’ve never seen a coupon
for 25% off a root canal.
Figure out a fair price and stick with
it. If it’s too rich for some people’s blood,
that’s fine.They’re not your customers.
By the way, part of learning the fair
price to charge includes marking up
the parts you sell. I used to charge
customers the list price on parts. It was
a huge obstacle to profitability. I have
since realized that this business depends
I love getting the perspective of smart
business leaders. I think books offer
about the best return on investment
imaginable! For a few bucks you might
get an idea or two that will make you
thousands of dollars!
I just listened a great audio book this
week. It was a very short read (or listen, I
guess). How to Win at the Sport Of Business
by Mark Cuban. It is subtitled “If I can
do it, you can do it.” I like that. He has a
simple but profound approach to what it
takes to be a successful entrepreneur. Lots
of helpful stuff… and it’s only $3.
As my dad used to say, you can’t beat
that with a stick!
Anyway, time to get out and chop
some wood. Winter’s coming and I do
love me a nice fire in the fireplace!
As always, I’m only an email away.
—Kelly
Kelly Bennett is a
certified management
trainer and has been coaching automotive repair shop
owners since 1990.
You can reach him at
[email protected].
19
Going with
the flow
Streamlining work processes is good for everyone in a shop –
from the techs to the service advisors to the owner.
By Allan Janssen
Y
ou could say that the “lean” principles that transformed many
manufacturing plants starting in
the early 1990s eventually made their way
into the auto repair and service world.
Over the past decade or so, a growing
number of Canadian repair shops have
embraced workflow principles intended
to standardize and streamline the
process of fixing cars.
They’ve become a popular topic at
management seminars, where animated
discussions revolve around the use of
multi-coloured work orders, rack
systems, clipboards, light bars, and
automated processes to maintain consistency in everything from vehicle inspections to customer service evaluations, to
prebooking the next appointment.
Workflow principles focus primarily
on eliminating confusion and unproductive time in the repair bay… and
boy do they work.
“They reduce everyone’s stress,” says
Ralph Jarvis, service advisor at Renfrew
Automotive in Calgary. He and shop
owner Earl Reimer have adopted an
elaborate racking system that makes the
most of their technicians’ time.
“The techs are out in the back,
working away, oblivious to what’s going
on in the front, and they like it that way,”
he says. “They know what they’re
supposed to be doing, and the parts they
need have been ordered. They don’t
have to deal with a lot of things anymore
that were just a hassle. Instead, they can
concern themselves with the vehicles
At Engineered Automotive in Toronto, Stephanie Markus acts as liaison between the
technicians and the service desk, tracking hours on each job and making sure every one
knows what job they’re supposed to be on.
Apprentice Alex Matthew takes new components out of a bin at Renfrew Auto Service in
Calgary, Alta. The system bypasses the front
counter completely, and makes it easier for
techs to keep track of the parts they need.
they’re supposed to be working on.”
Most racking systems follow a car
from check in to pick up. The vehicle is
tracked every step along the way –
through inspection, initial report,
estimate, customer approval, parts
ordering, repair, verification, and billing.
Optional extras to the system include
a parts delivery component that allows
suppliers to deliver all the parts for a
particular job directly into a bin near
the work bays, without even stopping at
the front counter first.
Lights are used to alert technicians
that something is waiting for them,
whether it’s another job, some parts, or
customer approval on deferred work.
And communication systems are
used throughout the shop to eliminate
confusion and distractions.
“We track jobs in progress through
instant messaging,” says Todd Eskow of
Computerized Autopro in Edmonton.
“We communicate a lot through instant
messaging, and we have procedures that
say if you’re halfway through a job and
you know that you haven’t even removed
the part yet, you have to stop, update your
story, and inform your advisor.”
21
Mike Bealer, owner of Caliber
Automotive, also in Edmonton, says the
preferred communications tool at his
shop is BorgChat, a local area network
instant messaging software program.
“You really have to minimize
distraction. If the guys try to ask me a
bunch of questions as I walk by, I just
tell them to Borg it,” he explains. “If
that’s the only thing these computers
gave us, it would be worth it!”
He says the workflow processes
they’ve put into place have made
assigning work easy. He always considers
the relative skills of his technicians and
doles out the work accordingly.
“We have our own hybridized
system, rack flow with a clip board
system out back where each technician’s
jobs go in the morning. At a glance they
can see what their jobs are. There’s no
question of what’s next,” he says.
The busiest shops take workflow
analytics a step further by actually hiring
someone to act as a liaison between the
service desk and the work bay. It’s an
extra step – which adds cost to the
process – but where volume dictates, it
can be helpful to have someone trained
to identify bottlenecks in workflow
before they cripple the shop.
Stephanie Markus, an apprentice
from Toronto’s Centennial College, has
just such a position at Engineered
Automotive in Concord, Ont. She uses
charts to keep track of who is on what
job, and track technician hours
throughout each job. It’s a position that
not every shop needs, but Engineered
Automotive (profiled in the last issue of
Canadian Technician) has a great deal
on the go, and her job is to relieve some
of the stress on the service advisors.
“The technicians’ work load is really
intense with all the stuff that’s going on,
including a lot of long-term projects,” she
explains, “so I talk to the service manager
and we coordinate goals for the day.
As technicians clock in and out of
jobs, she analyzes the time sheets to
determine pricing, as well as technician
efficiency and productivity. She feeds all
the numbers to management so they
can crunch them and use them for
long-range planning.
Rob Music, owner of Access
Automotive in Edmonton, has his techs
clock in and out of every job, whether
22
Frank Best, service advisor at Access Automotive in Edmonton keeps the jobs straight with a
rack system that follows each car from check in to check out.
Todd Eskow, owner of Computerized Autopro in Edmonton says when a rack system is utilized
properly, it eliminates confusion and keeps everyone focused on the job at hand.
it’s working on a car or it’s cleaning the
floor. He uses time sheets to evaluate
every step in the repair process.
“Everything’s being monitored,” he
says. “If techs are waiting for parts all the
time, there may be a problem with our
supplier. If their time ticket says they’re
waiting for cars, well, that’s a scheduling
problem so I have to look into that. All
of these things need to be solved so
there’s no wasted time.”
The goal of eliminating wasted time
is the stated goal of all workflow systems.
“If you measured the wasted time
that is common in a lot of shops, you’d
be totally shocked,” says Music. “We call
it the ‘death walk.’ Going back and forth
to get parts, or information, or clarification, or getting interrupted
somewhere along the way. Without a
system in place, shops are terribly inefficient. And these days efficiency is the
name of the game.”
Music says having a system in place
allows him to spend more time with his
customers, which is where the business
is really built.
The systems are not designed to turn
work into a gulag, he insists.
“There’s still time for coffee and snacks
and chatting with coworkers. That
happens, and that’s not a problem. You
want friendships and camaraderie,” he
says.“What you don’t want is wasted time.
Ten minutes here, 10 minutes here, 20
minutes there… it adds up. If they’re
standing around for half an hour at a time,
there’s definitely something wrong.”
Ultimately, he says, the processes are
well received by his techs.
“When they’re working on cars
they’re happy because they’re not bored
or waiting around. And that’s good for
everyone.”
Know How to go with the flow.
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Scanned on
the
Todd Huggard of TechSupport West, with the
collection of tools he spent years building.
run
Subbing out the diagnostic work is becoming more and more
common as the need to tool up and get trained grows.
By Allan Janssen
T
he explosion of vehicle electronics
has been a boon for the mobile diagnostics industry.
For decades, mobile technicians have
worked as a small subset of
troubleshooters within the aftermarket,
specializing in difficult repairs.
Today, they’ve become highly
sought-after experts on computerrelated drivability cases… and their
numbers are growing.
As scan tools become both more
necessary in automotive repair, and
increasingly complex in their design,
more shops are turning to mobile
diagnosticians when faced with
vehicular brainteasers.
“Cars are getting so complicated that
if you don’t keep up with the tools and
the training, you just don’t stand a
chance,” says Mark Lemay, owner of
Auto Aide Technical Services, in Barrie,
Ont. “We do diagnostics and reprogramming on a thousand cars a year,
where the average shop may run into
one or two of those jobs a month – if
they’re lucky.”
Lemay says a lot of shops come to the
conclusion that it’s simply good business
to sublet the diagnostic work.
“In many cases if they spent the
money to buy all the diagnostic
equipment needed to do this kind of
work, they’d never get it all back again.
By using a mobile service, they can
control their cost and get the desired
outcome. The vehicle gets fixed and, as
far as the customer is concerned, we
were never there.”
It is undisputed that the growing
25
interconnectedness of vehicle systems
makes scan-tool proficiency a key component of almost every modern repair job.
Lary Goudge, owner of Automotive
Diagnostics Services in London, Ont., says
shops that don’t get enough work to develop
the requisite skills have little choice but to
outsource that work, mark it up, and charge it back to
the customer as a diagnostic expense.
He knows it can be disheartening when, after
programming a computer, a technician is still faced with
a no-start because of a security issue or a VIN mismatch.
“There are a lot of fellows who still call me for
programming, even though they have factory tools and a
wall full of certificates because they just don’t do it often
enough,” he says. “If you’re not using the web site or the
scan tool every day, it can be a nightmare. But I can zip in,
program a vehicle, zip out again, and it’s done.”
Edmonton technician Todd Huggard packed his tools
into a truck a few years ago and started TechSupport West
Diagnostics – a mobile troubleshooting service and
purveyor of automotive equipment. He says it was a great
move for him.
“I’m loving it,” he says. “It’s a natural progression for a
tech that’s already into diagnostic troubleshooting.You can
write off your car, your gas… it’s a home-based business.
It’s got a lot going for it.”
Best of all, it’s an occupation with a great deal of flexibility.
“I set my own hours. I can work till I drop if I want,”
he says. “And it’s not physical work – although it can be
mentally tiring. Let’s face it, the nine-to-five thing is a
grind.The body starts wearing out.”
Huggard says he keeps busy, and really enjoys the work
because he’s providing a service that comes naturally to
him and is cost-effective for his customers.”
He says shops that do not do a lot of diagnostic work
are unlikely to recoup what they spend in tools – particularly if they’re buying the more expensive factory tools,
like those for BMW, Honda, and Mercedes Benz. There
are more reasonably priced tools for other makes and
they could be a profitable investment if there’s enough
work to keep the techs busy.
“If you’re doing a lot of GM work, for example, the
subscription is $1500 a year, and it’s $1500 to $1800 for
an MDI,” he says. “That’s $3300 for the first year, and
$1500 every year after that. Then you’ve got all the
programming and OE diagnostics you can stand.”
Goudge also says costs are not prohibitively high.
“Maybe I’m shooting myself in the foot, but you can
26
get the domestic factory tools and access to
their web sites for way under $10,000,” he
says. “None of this stuff is beyond the
realm of an individual shop. They can
afford the tools and they can do the
work. It’s a question of them choosing
to get training and using the presence of
the tool in their shop to bring in new
customers.”
The real trick, agrees Lemay, is getting
trained on the equipment.
“It’s a matter of biting the bullet, and taking the
training,” he says.“For every forward-thinking operator out
there who does that, there are 20 that won’t.”
Without training, their attempts to fix electronic faults
are often just shots in the dark.
“A lot of times when I get to a car, you can tell
what’s wrong with it because it’s the only thing left to
try,” he says. “I’d rather they call me before they get to
the point of taking the whole engine apart because, in
a lot of cases, I have to go back and retrace steps that
have been taken needlessly, just to make sure everything’s OK.”
The mobile diagnostics industry is still very much in
its infancy in Canada, says Goudge. Our smaller
population densities once made it more difficult to
establish a sufficient base of client shops. The industry is
much further ahead in the United States, where mobile
diagnosticians are starting to organize under association
and marketing banners.
But automotive technology is advancing quickly
enough that mobile diagnosticians can now thrive even
in smaller urban centers. And by simple virtue of the
number of cases they see, these roaming techs are
graining a wealth of extremely valuable experience in the
world of electronic diagnostics.
“They’ve seen it all,” he says, “In fact, we’re planning a
class later this year called ‘Confessions of a Mobile
Diagnostician,’ which is basically a bunch of case studies
that Jim Garrido (a contributor to Motor Magazine and
the owner of the mobile diagnostics service “Have
Scanner Will Travel”) has developed.”
That’s the kind of course that would appeal to the
would-be troubleshooters out there – the kind of
technicians that will probably keep their shops in the
diagnostic game.
“In a few years, I think the bigger shops – the 10-, or
12-bay shops –will probably have one guy and he will be
their backbone, working with a mix of aftermarket and
factory scan tools for the most popular cars they see in
the shop,” says Lemay.
“But I think the majority of small shops – and I mean
four bays or less – will all sub this kind of stuff out. I think
they’ll have one scan tool to handle the simple stuff, the
routine stuff, and they’ll sub out everything else.”
STAYING
EQUIPPED
The Need For More Factory
Tools May Lead To New
Strategies For Repairing
Late-Model Vehicles.
By Jeff Taylor
O
ne of the biggest challenges in fixing a car is
not having the right tool when you need it.
We’ve all run into this at one point or
another, and there’s nothing more frustrating.
You’ve diagnosed the problem, you’re ready to make
the repair, or maybe you’re 90 per cent done the repair… but
unless you have the proper tool, you can’t finish the job.
This happens much more frequently today than it used to.
Yes, there have always been a few specialty tools that were
reserved for unique tasks. But with modern vehicle
electronics, the chance of getting caught without the proper
tool is growing exponentially with every passing year.
Take a simple issue, like the replacement of an ignition key
and cylinder on a 2007 Honda Fit. I’ve had two of them in
the shop now that have required this work. It was easy to
diagnose.The key wouldn’t turn in the cylinder. I didn’t even
need to go to my information service. But after changing the
part I had no way of recoding – or even accessing – the
immobilizer on this vehicle.
Honda has seven different immobilizer designs for its
current models. Some are wired into the PCM but others are
wired into the High-Speed CAN (HSCAN) system using
Pin 14 in the DLC.
28
The Honda OEM scan tool knows
this and is programmed with all the
correct protocols to allow this, or other
modules, to be accessed and reflashed. I
didn’t have that tool.
Now, I should point out that our shop
has done a pretty good job of keeping
up-to-date with scan tools. We’re very
strong in GM, VW/Audi and OBDII.
And we’re pretty good in Ford. We also
have a host of generic tools that are upto-date. But, I have to be honest, we’re
still falling behind when it comes to
staying properly equipped.
To keep up-to-date and repair all the
vehicles that are coming into the shop,
we’re going to have to buy even more
factory tools.This is no small feat.They’re
expensive and it takes time to learn how
to use them. And since we aren’t dealer
techs, training isn’t easy to come by.
I’m sure many shops are in the same
boat. I don’t know of many in my area
that have all the major brands of OEM
scanners.
The issues I’m seeing is not so much
related to the PCM or the OBDII
systems. We seem to be OK there in
most cases. But limitations in bidirectional testing can be a real problem.
The area where I see the biggest issues
are in the accessories on the vehicle. I
don’t mean anything exotic. I’m talking
about HVAC, ABS, VSC, TPMS… the
list is long. Just changing a steering rack
may need some sort of scanner to ensure
that the steering sensor knows the
wheels are pointed straight.
The introduction of CAN and now
HSCAN has led many manufacturers to
rewire the way a vehicle communicates.
Often there is now a gateway module.
And this gateway module talks to all the
other peripheral modules using any
number of communications protocols.
The generic scan tool may be able to
talk to the gateway, but may not be able
to interpret or talk to the module that
you need to talk to for data, code
retrieval, or bidirectional control, let
alone reprogramming.
This is a serious issue in our industry,
and it isn’t going away.
Communications networks have
become more complex due to volume
of data and security protocols. The need
for a factory scan tool is going to
become more frequent in every shop.
But this isn’t the only trend; the
manufacturers are also beginning to use
what is called combination tooling.
BMW and Mercedes Benz have been
doing this for years, but the domestics
are starting to pay attention. The idea of
a combination tool is to bundle the
scanner and the information system as a
29
Jason Mancinelli of Driven Automotive in Regina, Sask., keeps about a dozen different
scan tools on hand to diagnose late-model vehicles of all kinds. The challenge to
keep up with diagnostic technology is driving some shops to investigate other strategies.
single unit.This makes the diagnosis of a
vehicle easier, since the entire package
can be hand-held or PC-based.
Chrysler is using just such a setup that
ties the new wiTech scanner together
with the TechAuthority website to
diagnose new models (the wiTech
package cost about $5500 and then
$1300 a year in support and update fees).
The scanner gives you a visual picture of
all the modules on the vehicle, if there
are codes in them, and if there are
software updates available. Everything’s
colour-coded and mapped out when
you hook up the tool.
The hope was that this layout would
lead to a more effective and efficient
repairs. But now the industry needs to
look into ways to make combination
tools more cost-friendly, more readily
available, and easy to use for the
independent shops out there that need it.
This is easier to do than most would
think.
Just look at what Toyota has done. It
developed the single DLC cable
hookup and a PC-based service that
does just about everything the wiTech
does, for a fraction of the price ($500
for the cable and then $55 for two days
30
or $1095 for a year). This kind of
investment is something that even the
average tech can afford and is what the
industry needs.
As more and more systems become
electronic, this issue is going to become
more pronounced. But how are we, as
techs, going to decide what tools we’re
going to need? How are we going to go
to the boss and sell the fact that we need
an expensive OEM tool to do the job
correctly? Let’s face it they’re not going to
want to spend a considerable amount of
money on a tool that is maybe going to
be used two or three times a year. It’s just
not a good investment.
We all have tools like this in our
toolboxes. We purchased them once
upon a time and found out that we need
them only one time a year. Or maybe
never. It happens. And when it does,
you’re out a couple of hundred dollars.
But when the tool costs thousands of
dollars it’s a lot harder to make that
investment.
So what’s the answer? Well, maybe it’s
time to accept that not all repairs can be
done in-house. In the case of my Honda
Fit, I was able to install the new switch
and key, leave the old unit hanging there,
and have one of our staff take the car to
the dealer to finish the programming.
We may have to call in and pay for a
mobile service or expert to be called in.
This may be the time when we get
involved with our suppliers and talk to
them about getting the tools and
lending them to us or renting them out.
Or it may mean that we have to form
a group—a network of a few close
shops—that we can divide the costs
between them.
Or it may mean that we give up on
fixing the car at all and simply send it to
the dealer. I don’t believe this is the
answer, and I don’t want to do it.
Because as soon as I start telling
customers that I can’t fix their vehicles,
my days in this industry are done.
I’m not ready to throw in the towel,
and I’m sure not ready to retire from
this industry. But the time has come to
make some tough decisions and write a
new business plan that will allow us to
service the vehicles of the future.
All of them.
Jeff Taylor is lead
technician at Eccles Auto
Service in Dundas, Ont.
F U E L M ANAGEMENT
ENGINE MANAGEMENT
HEAT I N G & C O O L I NG
DI E S E L
Delphi fuel pumps.
High standards.
Below the surface.
They may look the same, but all parts are not created equal.
Delphi fuel pumps deliver fast-pressure rise for quick
engine starts and feature internal guide rod springs and an
integrated OE fuel vapor pressure sensor. What does that
mean? Reliable fuel pumps you, and your customers, can
trust. Providing you with the benefit of more than 100 years
of OE heritage, we are the company that makes the parts
cars are born with.
A
B
C
D
IT ’ S W HAT’ S UN DERN EATH THAT SETS DEL PHI APART
Delphi Fuel Module // A Increased Terminal Size and Enhanced
Connectors Eliminate excessive electrical resistance, improve heat dissipation
and boost current flow capacity; B OE Fuel Vapor Pressure Sensor Confirms to
ECM the EVAP emissions system is performing to specifications; C Fill Limit Vent
Valve Vents fuel tank and shuts off tank fill nozzle; D Integrated Fuel Pressure
Regulator Maintains pressure at fuel rail; E High Durability Gold Compound
Fuel Level Sensor Improved long-term sensor integrity; F Delphi’s Patented
Gen IV Turbine Pump Better pumping through less energy use and withstands
today’s harsh alcohol fuel blends.
E
F
©2012 Delphi Automotive Systems, LLC. All rights reserved.
Find us!
Delphi Auto Parts
delphi.com/am
PRODUCT CENTRAL
Diagnostic tool
Snap-on has introduced
the new Versus Pro –
described as a top-ofthe-line diagnostic and
information system that
integrates everything
that technicians need into one tool: scanner, scope, data manager, waveform library, schematics, TSBs, online technical
forum, Fast-Track Troubleshooter, guided test procedures and
verified repair tips.The optional ShopKey Repair Information
System gives technicians quick access to complete repair guidance for virtually any light vehicle on the road. Its exclusive
expanded software suite combines scanner, guided component
tests, an online technical forum, expert information and optional repair information system.
Steering and suspension parts
Moog’s steering and suspension line now includes 56 new parts
that expand the brand’s coverage to millions of additional foreign nameplate and domestic passenger vehicles.The new parts
include left and right lower control arms equipped with Moog
ball joints for Volkswagen GTI, Golf, Jetta and New Beetle passenger cars, model years ranging from 1998 to 2010, and millions of General Motors light trucks and SUVs manufactured
between 1988 and 2002. In total, Federal-Mogul has added 17
control arm SKUs for a broad range of foreign nameplate and
domestic applications.
Shocks for Toyota trucks
Tenneco’s Rancho brand of performance ride control components has launched RS7000MT shocks for 2005-12 Toyota
Tacoma trucks, including 2WD with Pre-Runner or TRD
Off-Road packages and 4WD models. Tenneco says the new
monotube shocks effectively and quickly dissipate heat, providing exceptional resistance to overheating during extreme
use.They were engineered using advanced valving, and are precisely tuned to this application.
Work boots
Matco Tools has launched a new line of work
boots for the automotive and industrial market. Matco is the exclusive automotive outlet for Oakley’s
Railgun work boots.They protect
feet against the harshest
chemicals, solvents or oils, and provide comfort, support, and
wet or dry slip resistance.They’re available as a slip-on or lace
up version through Matco Tools Distributors.
Imagine an automotive
training centre right here
It can happen with your help!
Mechanics Beyond Borders is helping young men and women in the
developing world learn marketable
skills to help themselves, their
families, and their communities.
The first project is an automotive
training centre in Kabale, Uganda.
You can bring this project to life by
becoming a partner with Mechanics
Beyond Borders. There’s a lot to do,
and you can make it happen with a
small donation. Every little bit helps!
n Buy a brick for $10.
n Buy a desk for $25.
n Buy a computer workstation for $50.
n Equip a service bay for $100. n Sponsor a student for $250.
Donate at http://tinyurl.com/mechanicsbeyondborders
Send a cheque to Mechanics Beyond Borders,
31 Skipper Lane, Oakville, Ont., L6L 5X6
Income tax receipts available for donations over $20.
www.mechanicsbeyondborders.ca
We didn’t launch our
Facebook page… We launched
YOUR
PAGE
◆ Post your latest news and observations.
◆ Keep in touch with your customers and your industry.
◆ Share your passion for automobiles.
◆ Show off your latest renovations.
This is an industry page - YOUR page - to show our
professionalism and to celebrate the exciting world
of automotive repair!
facebook.com/canadiantechnician
Check it out and if you like what you see,
LIKE it!
The more LIKEs we get, the easier it’s
going to be to spread the news!
33
PRODUCT CENTRAL
Caliper brackets
Cardone says its new Caliper
Bracket SKUs offer
an alternative to
cleaning old, rusty
brackets with a wire
brush and expensive
chemicals. The company
has just released 34 additional SKUs of
A1 Cardone Brake
Caliper
Brackets,
covering many popular Honda/Acura,
Hyundai/Kia, Nissan
Altima/Sentra, Toyota Sienna, Volkswagen Golf/Jetta, and Ford Mustang applications.
Automatic transmission fluid
Beck/Arnley has added two new automatic transmission fluids to its line of genuine OE quality fluids specifically designed
for Asian vehicles and formulated using the
same technology that OEMs use.Type Z1 is for Honda and Acura, and Type WS is
for Toyota, Lexus and Scion.The fluids are
chemically balanced to help protect seals
and “O” rings, provide corrosion, rust and
wear protection and to give oxidation resistance for prolonged life.
Fuel pump modules
Delphi says it has released new fuel pump
modules and hanger assemblies designed
to provide dependable,
long-lasting performance, quick pressure rise
and quiet, efficient operation. Although gasoline
retailers are now authorized to sell blends containing 15 percent ethanol, fuel pumps
and modules from Delphi are tested to
withstand up to 22 percent ethanol.
Tire bead seater
OTC has unveiled a new line
of Tire Bead Seaters (part
numbers 5700, 5702, and
5713). Designed with productivity and safety in mind,
these tools take a potentially
dangerous process - seating
difficult tire beads - and make it
easy and safe to use in the shop environment.The 5713 features a large 13-gallon
air tank with a nozzle and valve assembly
connected via a flexible hose, giving the
user more control rather than requiring
them to hold the weight of the tank. The
5702 features a 2-gallon tank, and the 5700
bead seater accessory allows the unique
valve and trigger assembly to be connected
to an existing tire charger surge tank.
34
Wheel balancer
Bench controls
A new bench controls package from Rotary Lift makes it possible to integrate the
operating controls and power unit of a
Shockwave-equipped SmartLift inground lift into workbench systems produced by a number of manufacturers.
Customers can now choose between
three operating controls/power unit
configurations for new Shockwaveequipped SmartLift inground lifts: bench,
pedestal and wall-mounted. A Shockwave retrofit performance package is also
available to upgrade existing SmartLift
inground lifts.
Bosch will highlight its WBE4430 Wheel Balancer at the Automotive Aftermarket Parts
Expo (AAPEX) in Las Vegas
next month. The company says
the WBE 4430 high-performance wheel balancer with its
integral wheel illumination has all the
bells and whistles to make it one of the
fastest and most intuitive balancers on the market today. It has
an LED light ring that illuminates the work area, and features
automatic one-touch data entry.
User programmable hot keys
provide a shortcut to the most frequently used features to speed up operation and eliminate time-consuming
menu selections.
SHOCKWAVEEQUIPPED
LIFT
STANDARD
LIFT
Digital inspection scope
With a larger video screen,
more memory and a dual
imager, the new Snap-on
BK8000 is being described as the ultimate
wireless digital inspection scope. The
BK8000 can do a multitude of jobs including under the dash, inside door panels,
under the hood, behind the engine block,
inside the transmission housings, internal
engine diagnosis and any other areas not
easily accessible by a technician. It features
a 4.3-inch diameter screen.
Shown:
SPOA7-HYSW
7,000 lbs. cap.
TM
“WITH SHOCKWAVE , IT’S AMAZING HOW
MUCH FASTER WE CAN SERVICE VEHICLES.”
Brent Ross, service director for Germain Nissan in Columbus, Ohio,
put his new Shockwave lift to the test. Here’s what he found:
HE PROJECTS
Instrument clusters
Delphi has added nearly 100 additional
remanufactured instrument clusters covering more than
16.9 million
GM vehicles
from 1996 to
present to its
line of Delphi remanufactured instrument clusters. The units
provide critical vehicle data on odometer
reading and speed, engine temperature
and RPMs, battery voltage and oil pressure — all in one easily installed unit.
$33,840
HE SAVES 55 SECONDS
PER LIFT CYCLE
HE COMPLETES FOUR
ADDITIONAL JOBS PER DAY
ADDITIONAL ANNUAL
PROFIT PER BAY
Hear more from Brent about his Shockwave experience at
rotarylift.com/shock/ct or by scanning this QR Code.
To purchase a Shockwave-equipped 2-post or SmartLift®,
call 800-763-0658 or visit rotarylift.com/sw/ct
Actual results from a quick-service bay using a
Shockwave-equipped lift. Your results may vary.
35
PRODUCT CENTRAL
“Hybrid” wipers
Rear main seal repair
Federal-Mogul says its new
Anco Transform Hybrid Wipers
bring the latest technology, and
unsurpassed performance to
today’s vehicles. New Anco
Transform wiper blades integrate the aerodynamic features
and all-weather efficiency of
beam style blades with the precisely positioned pressure points
of bridge blades for exceptional
wiping performance. Anco
Transform wipers are equipped
with an integral spoiler that
helps maximize downforce and
a unique secondary linkage with
bowed flexor for firm, consistent
blade-to-glass contact for optimized wipe performance at high speeds.
Rislone has introduced
a
new
smaller-bottle version of Concentrated Rear Main
Seal Repair. The
new concentrated
formula provides
the same unique
blend of polymers,
lubricity
agents,
anti-oxidants and
conditioners as the
original
Rislone
Rear Main Seal Repair, but in a much
smaller bottle: 500 mL vs. 950 mL.
Fuel pump diagnostics
Mac Tools says its new Relay Bypass Kits
(part numbers ET9036 and ET9037) are
a simple, straight-forward way to energize a fuel pump with just a push of a
switch.The ET9036 and ET9037 Relay
Bypass Kits allow the technician to independently control the fuel pump from
the “key on” systems. This makes it easy
to test the fuel injection pressure by energizing the fuel pump when the engine
is off.
36
Wrench set
Snap-on says its new 10-piece Ratcheting Open End Box Wrench Set
(SRXRM710) helps techs perform
V-ribbed belts
ContiTech says
its extensive line
of automotive Vbelts is being
continuously updated with new
replacement belts
being
made
available, at the
latest, six months
after the start of
car production, and one year later for
commercial vehicles. The ContiTech
cross-reference catalog offers an
overview of the V-ribbed belts from
ContiTech as well as timing belts and
timing belt kits.
Repair information software
The latest update to Mitchell 1’s ProDemand repair information software allows
professional technicians to view the top
lookups for each vehicle, saving time by
providing shortcuts to the information
they’re most likely to need. The latest
ProDemand update also includes: a conversion calculator which quickly convert
units of measure between U.S. standards
and metric.
overhead storage cabinets, and much
more.They come with a durable, attractive stainless steel work surface and optional stainless steel backsplash, and are
available with other optional work surfaces, including butcher block and galvanized steel.
Work bench
Lista International has unveiled a newly
redesigned Automotive Service Bay System, specially designed for automotive
service and repair shops.The service bays
can be custom configured with a range
of drawer sizes, bases, work surfaces,
more jobs efficiently and effectively. It
features the Flank Drive wrenching system, which provides up to 20 percent
more turning power with less risk of
tool or fastener damage. Box ends are
offset 15 degrees for improved clearance
and the nickel-chrome plating helps
protect against corrosion.
Wiper application guide
Trico Products
has released its
updated bilingual
Canadian Application
Wiper
Guide, featuring
complete information on the
entire automotive product line.
Including new 2012 models as well as
many 2013 models that are on the road
today, the 256-page guide provides a
comprehensive interchange section and
highly detailed listings of retail merchandisers and cabinets that are prepared in an
easy-to-use format.
continued from page 38
That’s when I lost it. “What! Which idiot among us would
do something like that?”
Basil laid a hand on my shoulder. “Sorry, Slim, but you were
the last one in the bolt bin. Remember that nut you needed
for the kid’s bicycle at coffee break?”
I should’ve seen this coming. I’d known for months that our
version of ‘workflow’ had devolved into a gaggle of technicians
gathered round the front counter, flipping through a stack of
work orders looking for something that struck their fancy. But
I’d done nothing about it.
I rubbed my aching forehead. “This place is so disorganized,
it’s a wonder we get anything done.”
Quigley straightened the pens in his pocket organizer and
coughed politely. “Well, you know, where I used to work…”
Everyone groaned. “I know, I know, you’ve heard all this
before, but back there we had systems, and believe me, things
ran a lot smoother.”
“All right, you’ve made your point.” I took the keys from
Quigley. “Boys, after work we’re going to hear Quigley’s ideas.
Call the wives and girlfriends – we’re not going home until we
sort this out!”
That night we ate pizza and listened as Quigley took us
through every stage of the repair process – including the
questions he and I needed to ask the customer, what the work
order should look like, where it should be kept, how the
technicians would get their assignments, and who ordered
parts. He even used props to illustrate his points.
“Fine,” complained Tooner. “I get the old spark plugs representing cars and the gum wrappers for work orders, but how
come I’m a cross-threaded drain plug and Beanie gets to be a
shiny new 02 sensor?”
Quigley rolled his eyes. “Just work with me, Toon; I didn’t
have much time to prepare.”
“Good job, Quig,” I said as I locked the door that night. “I
hope it works.”
“Trust me,” he said confidently. “Once they’re used to it, the
guys will love it!”
We stuck to the plan as best we could, and I had to admit
things ran a whole lot smoother. But there was just one small
bone of contention – we weren’t all that keen on Quigley’s
key-tagging methods.
Beanie looked at his keys. “What’s this miniature bike
helmet mean?” he asked.
I pointed to the VW with the bike rack on the back. “I
think that’s your car, Bean.”
Basil snorted as he held up his own assigned set of keys – a
pair of pink ballet slippers dangled in the breeze. “Let me
guess; I’m looking for a car with a tutu on the antenna?”
Okay, maybe dancing shoes aren’t the best key tags, but at
least they don’t get lost in the bolt bin.
Rick Cogbill is a former shop owner
turned freelance writer in Summerland,
B.C. You can read more Car Side adventures in his book A Fine Day for a Drive,
available at www.thecarside.com.
ADVERTISER INDEX
Auto Value................................................31
Contact Local Representative
Bars Products – Rislone............................12
www.rislone.ca
Blue Streak-Hygrade ...................................3
www.bluestreak.ca
Cardone Industries ...................................24
www.cardone.com
Delphi Products........................................32
www.delphi.com
GE Lighting...............................................34
www.gelighting.com
Goodyear....................................................6
www.goodyearep.com
888-275-4397
Honeywell – Fram .....................................39
www.fram.com
Imperial Oil – Mobil ..................................20
www.mobil.ca
800-567-3776
Matco Tools..............................................14
www.matcotools.com
866-289-8665
Mevotech ..................................................4
www.mevotech.com
416-783-7800
Mitchell 1 ................................................13
www.mitchell1.com
NAPA........................................................23
www.napaonlinecanada.com
866-GET-NAPA
Ross-Tech
Ross-Tech .................................................11
www.ross-tech.com
Rotary Lift ................................................35
www.rotarylift.com
1-800-640-5438
Shell ........................................................27
www.shell.ca
Snap-On Tools of Canada ............................2
www.snapon.com
1-800-734-2676
Valvoline ..............................................9, 17
www.valvoline.com
1-800-TEAM-VAL
WORLDPAC
WorldPac..................................................40
www.worldpac.ca
800-463-8749
37
The
Car Side
By Rick Cogbill
The Low-Down on Flow
Until Quigley stepped in, the only system in place at Slim’s shop was the alarm…
and that only worked in panic mode!
“This is downright ridiculous,” I muttered in frustration, glancing up at the wall clock. “Twenty minutes to search for a set of
keys – what a waste!” I was also getting worried; the customer
needed his ride and I hadn’t hot-wired a car since I was sixteen.
I scanned the key hooks above the work board one more
time. In the past, we used to keep customer’s keys there, but our
work flow systems had been suffering lately. One by one, I
examined the few keys that remained. “Petty-cash drawer, back
door, side door, beer fridge…hey, when did we get a beer
fridge? Tooner must be hiding that in the compressor room!” I
opened the door to the service bays. “Hey, guys!” I hollered
above the noise of air guns. “Has anyone seen the Toyota keys?”
A chorus of “No!” rang through the shop. I threw up my
hands and began searching the workbenches. Those keys had
to be somewhere.
“Lemme know if you find a timing belt in your travels,”
growled Tooner. “I ordered it two hours ago.” He threw his
ratchet into a drawer. “We’re gotta have a talk with Herk. My
90-year-old mother could deliver stuff faster!”
Basil came over. “Maybe the keys are attached to the work
order,” he suggested.
“Could be, but I can’t find the work order either.” I tossed
some old rotors into the recycling bin. “There’s a serious lack
of order around here!”
I paused at Beanie’s workbench. “Hey, how long has this
timing belt been draped over the back of your tool box?”
Beanie’s face reddened. “Uh, probably since Sam dropped it
off an hour and a half ago. She handed it to me and then we
sort of got talking…”
“Sorta got talkin’?” raged Tooner from across the shop.
“Didn’t anybody warn you ‘bout the dangers of mixing business
with pleasure? First off, you get a bloody nose, and then…”
“Take it easy, guys,” I said. “Losing our tempers won’t solve
anything.”
“Say, anybody know about these?” Quigley emerged from
the parts room with some Toyota keys in his hand and a
wrinkled work order. “I found them laying in the bolt bin
with the #12 metric nuts.”
continued on page 37
38
© 2012 Fram Group Operations LLC
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Streamlining - CARS Magazine

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