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Parts & People Northwest Regional Office P.O. Box 46937, Seattle, WA 98146-0937
NORTHWEST EDITION
Serving Washington, Oregon, Idaho, Montana, and Alaska
Online Edition at www.partsandpeople.com
Volume 104 Number 5 May 2012 COLLISION REPAIR
Pages 19-24 C1-C4
Kennewick body shop owner says change is necessary for growth . . .19
From humble beginnings, Rod’s Japanese Auto Care has plans for further expansion
by James Lengell Bellingham, Wash.— Thanks in large part to the high-profit undercar work it performs, Rod’s Japanese Auto Care is about to celebrate its 10th anniversary, said Rod Schindler, president and owner. Schindler said he’s always been an advocate of keeping a car 15 years. “Do that, and the average savings is $31,000.” Schindler acknowledges that to make that 15-year timeframe, the vehicle will Rod Schindler, owner of Rod’s Japanese Auto Care, says the quality of Japanese engines is what likely need the full array of attracted him to the business. undercar maintenance, including suspension, brakes, shocks, clutches, transmission, and maybe Schindler said he did, offering free oil even an engine rebuild. changes with a tune-up and a guarantee “I’ve been doing engine rebuilds since I that the engine would start by the second was 10 years old and was rebuilding small pull. Before long, he had customers Briggs and Stratton lawn mower engines,” coming from 35 miles away to bring him Schindler said. “I had a knack for it. I their lawn mowers. Schindler said he’d guess my brain is wired that way.” keep customer information on a stack of His brain was also wired to run his own 3x5 cards that he used for follow-up. “I business, Schindler said. “When I was 12, made some pretty good money for three my dad told me to hang out a sign for years,” Schindler said. “And it was all small gas engine repair in Lake Stevens.” self-taught. I’ve had no college or
NW/C
Recycler rebuilds hybrid battery packs . 3 Energy Suspension perfects polyurethane parts for cars and trucks . . . . . . . . . . . . . 7 Auto Notes . . . . . . . . . . . . . . . . . . . . . .10 Profits can be found in undercar repair . 11
technical school training.” While Schindler said he never attended college, that didn’t keep Everett Community College from hiring the young entrepreneur as a teacher – at the age of 16 years old, to teach a class, “Theory of the Four Stroke Engine.” “They paid me $300 to teach that class,” Schindler said. “It took a few minutes for the class of adults to size me up, but as soon as they realized I knew what I was talking about, they accepted me.” After working a few years at his uncle’s mechanical shop, DNS Auto, Schindler said he got the itch to run his own business, so in 1986, Rod’s Auto opened on Wiser Lake. That led to a nine-year stint doing engine installs for Rising Sun Motors, until they sold the business in 1999. “That’s when I decided I was really
Continued on page 28
Mike McKinney says one of the key things he’s learned as the secondgeneration owner of Riverside Collision is to not get complacent.
Collision Repair Training Notes . . . 20 Automakers increasingly turn to I-CAR for training, certification programs . C-2
As automakers open collision shop certification programs to shops and dealers, they are increasingly making I-CAR training part of the program requirements.
Essentials shops should understand about DRP contracts before signing . 23
What should shops be looking for and thinking about when presented with a new or revised direct repair agreement? And what are their options if they don’t like some of the terms being offered?
INSIDE Parts & People
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Renton shop performs full-service repair with undercar specialization . . 3
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Knowing customer base, competition helps shops advertise effectively . . . . 15 Gundie’s targets wholesale market with a lower mileage product . . . . . . . . . . .17
Mathewson’s Automotive performs diversified services for vehicles ranging from street rods to heavy-duty trucks.
As sales of salvage cars has gone to big corporations, Gundie’s adapts to the market for acquisition of vehicles at low prices.
Shops can adopt simple ‘green’ practices to increase energy savings . 25 LeMay car museum opens in June . . 29 Hundreds attend VMMC . . . . . . . . . . . 30 Competition determines top SUVs . . 31 Mechanical Repair Training Notes . . 32
A steering and suspension course during ASAWA’s ATE show urges technicians to examine undercar components, not only for vehicle safety, but greater profits.
Parts & People tests the 2012 Toyota Camry Hybrid . . . . . . . . . . . . . 34
Cooper’s Keys to Auto Repair Profits . . 35 People & Places . . . . . . . . . . . . . . . . . 36 Calendar of Events . . . . . . . . . . . . . . . 39
Automotive Recycling & “Green” Practices / Undercar Maintenance & Repair Focus Issue
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P.O. Box 46937 Seattle, WA 98146-0937
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Undercar Product Notes . . . . . . . . . . 12 Shops that ‘Strive to Thrive’ embrace change, Jasper president says . . . . . 14
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May 2012
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Automotive Recycling & “Green” Practices / Undercar Maintenance & Repair Focus Issue
Longtime Renton shop performs full-service repair with undercar specialization
by Jerold B. Smith square feet of space that houses a Renton, Wash.—Plenty of history customer service area, an out-front surrounds Mathewson’s Automotive, retail parts and accessories showroom, located across the highway from a parts department behind the customer Renton Municipal Airport. Opened service counter, tire displays, a in 1933 as a repair facility, the customer waiting area, and 10 service business was a gas station in 1952, bays. In addition, there is a machine was remodeled in 1980 and the fuel shop that has two brake lathes, a tube pumps removed, and in 1985 was bender, parts blaster, drill press, and purchased by Brent Kranz from the other machining equipment, as well as Mathewson family. a compressor that Kranz said was General Manager Josh Colman (l.) and Owner Brent In 1990, Kranz said, he had a installed in 1952 and is still in use. Kranz, of Mathewson’s Automotive, say undercar completely new building erected that work is important and represents about 40 percent of Two mezzanine areas at the shop today houses the two-story, 12,000include 3,000 square feet of space that their business. square-foot full-service repair shop. houses lockers, a shower, and lunch Situated on just under an acre of property, for service work during warm weather, as and training rooms on one side of the Mathewson’s has customer parking in front, well as a parts cleaning station and waste oil building, and a carburetor repair station and plus a 16,000-square-foot secure parking container. The outdoor property also has an inventory, offices and storage area above area that is fenced for overnight storage. oil separator to catch fluids. the customer service center. There is also an outside lift and lube rack The main floor of the building has 9,000 With multiple lifts, including a heavyduty truck lift that has a 35,000-pound capacity, the shop is able to handle motorhomes, dump trucks, campers, and specialized equipment for undercar service work, Kranz said. Mathewson’s has numerous local fleet accounts which have a wide variety of vehicles, and since 1996 has had a contract to perform maintenance, repairs, and tire service for the King County Metro VanPool, he said, noting that the shop serviced 60 of the vans in March. Kranz, who said he began his automotive career at the former Exhaust Specialties in Seattle, later worked at Warehouse West and other firms, and founded Honest Performance near Mathewson’s in 1977. That business was sold in 1994, the same year a Dr. Injector service business was started with Tom Turner in the building
Continued on page 6
Recycler focuses on hybrid drivetrain parts and rebuilding battery packs
by Michael Anderson Denver—A technician clamps a multimeter to a gray 7.2-volt module in a hybrid battery pack, one of 38 in a long row. The battery pack is more akin to a futuristic keyboard than a vehicle’s propulsion source. The technician, Bryon Schelk, works at Adopt A Part, an import auto dismantler specializing in selling used hybrid drivetrain components, rebuilt battery packs, and service. “The Denver-Boulder area, on a percapita basis, has the highest concentration of hybrids in the country,” said Owner Eric Sumpter, who also operates an onsite service and repair division, MileHybrid Automotive, with his wife, Kathy Sumpter. As the more than two million secondgeneration Toyota Prius hybrids that were built from 2004 to 2009 begin to come out of warranty, Sumpter is banking that many will seek service from independent repair shops, who are more apt to install used and rebuilt parts. Batteries and used parts are also sold for the Honda Insight and Civic hybrid, he added, as well as the Ford Escape and Mercury Mariner hybrids. When compared to new OEM battery packs, rebuilt ones can save a customer anywhere from 50 to 75 percent, he said. Armed with a degree in industrial engineering and work experience in electronic manufacturing, Sumpter said he purchased the yard in 2008, with the intention of refocusing the business on hybrid dismantling. He received his formal hybrid vehicle training through Arapahoe Community College’s (ACC) Hybrid Vehicle Training program. “What we set out to do was be the service customers, and serve as a go-to diagnostics source for other mechanical and collision shops. Diagnostic tools are needed to confirm that a used transaxle is suitable for sale, Sumpter said. “With the tools and training, we can sell them with confidence.” Through access to technical resources from his previous work life, Sumpter said he has acquired non-automotive equipment necessary to recondition battery modules and rebuild the packs. Battery packs often fail when a 7.2-volt module or battery cell leaks or becomes weak, he said. Once a module is repaired or replaced, he said, the biggest part of the rebuild involves balancing the modules, adding that once rebuilt, the packs carry a one-year warranty. Getting the word out mainly through his website, which is SEO-optimized, Sumpter said he now sells rebuilt battery packs all over the U.S. and Canada. To be a successful hybrid vehicle recycler, the proper training and equipment is necessary, Sumpter said, adding that the investment is substantial. Along with hybrids, he said he also dismantles and sells parts for Subaru, Land Rover, Volkswagen, Audi, Toyota, and BMW. To subsidize this expense, Sumpter said that in January he launched MileHybrid Automotive, his repair shop division, which attracts motorists from as far as the Western Slope. Often, he said, hybrids that are misdiagnosed end up in his shop. “If you have a shop with a steady flow of conventional vehicles, it’s easy to view hybrid vehicles as a distraction,” he said, citing safety hazards, unfamiliarity, lack of training, and proper tools as problems for the average shop. “Diagnosis is similar to that of an industrial control system.” When a hybrid driveline component fails, automakers have typically not endorsed repair at a component level, he said, defaulting to a remove and replace (R&R) procedure. For example, inverters have two sections, he said, and two good sections can be mated for a functional used unit. Since the gas engines found in hybrid vehicles do not experience the wear associated with a gas-powered car, they’re not big sellers, Sumpter said. As many technicians seek diagnostic and installation advice for out-of-warranty hybrids, Sumpter said he and his five-man crew offer phone consultation, answer questions in several online forums, and even train emergency-response personnel in the metro Denver area, who may be hesitant to cut into a vehicle with a 300volt system. A formal hybrid Certified Installer program aimed at the independent repair technician is in the works, he added. n
Kathy and Eric Sumpter, owners of Adopt A Part, specialize in the sale of used hybrid vehicle drivetrain components and rebuilt battery packs. In January, the couple opened a repair shop division, MileHybrid Automotive.
recycled parts source of choice for drivetrain parts,” Sumpter said, which naturally led him to add a service arm to the business because of the diagnostic expertise needed to properly work on hybrids. With hybrids, a technician can’t try to throw parts at a problem in hopes that it will fix it, he said. If a collision repair customer calls in saying their customer needs a new hybrid transaxle, he said his countermen will ask how they came to that conclusion, even if it results in a lost sale, he said. The problem can be something as simple as a broken connector, he said, but because of unfamiliarity, an estimator may assume it needs to be replaced. “A transaxle job takes 12 hours of labor on a Toyota Prius, so you better make sure you need it,” Sumpter said. “We provide installation training for independent shops, backed by our diagnostic expertise,” he said, adding that with their Toyota Techstream diagnostic software and AutoEnginuity software, they’re able to take care of their own retail
Bryon Schelk, a technician at Adopt A Part, tests a battery cell in a Toyota Prius battery pack that is in the process of being rebuilt. Parts & People
May 2012
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Parts & People
The Monthly Regional Publication For Northwest Automotive Specialists
Volume 104 / Number 5, May 2012 Publisher: Lance Buchner Associate Publishers: Jerold B. Smith and Michael Anderson Managing Editor: Rob Merwin Northwest Regional Manager: James Lengell Contributors: John Yoswick, Dick DeLoach, Matthew Sevart, Dan Buxbaum Graphic Arts Director: Mario Waller Printer: Tribune Publishing Co. Inc. Parts & People is published monthly by Automotive Counseling & Publishing Company, Inc., a Colorado corporation. ISSN 1083-771Z Northwest Edition P.O Box 46937 Seattle, WA 98146-0937 Phone: 206-935-3336 Fax: 206-937-9732 Toll Free: 800-850-9288 e-mail: jerry@partsandpeople.com Corporate Office Automotive Counseling & Publishing Co., Inc. PO Box 18731, Denver, Colorado 80218-7310 800-530-8557 President/Publisher: Lance Buchner National Sales Director & Associate Publisher: Michael Anderson Director of Sales Development and Marketing: Art Wolfe art.wolfe@partsandpeoplecom Founded by Lance Buchner and Dave Lucia. www.partsandpeople.com Office Manager: Amanda Buchner Web and Production Manager: James Faust Circulation: Tracy Buchner, tracy@partsandpeople.com Subscriptions are free to all automotive-related Northwest regional business owners and managers; $36 per year, per edition to all others. For mail renewals or change of address, please include mailing label. Reproduction of any of the contents of this publication by any means is prohibited without specific written permission of the publisher. Copyright 2012, Automotive Counseling & Publishing Company, Inc. All rights reserved.
Publisher’s Statement
Supplier sentiments positive
The Aftermarket Supplier Sentiment Index for the first quarter of 2012 registered the most positive supplier sentiment since 2010, according to the Automotive Aftermarket Suppliers Association (AASA) in its “Aftermarket Supplier Barometer.” The outlook for the future became significantly more positive in the first quarter. “Sales increased, gross margins improved slightly and hiring was up,” said Steve Handschuh, president and COO of AASA. “Inventory and capacity additions were stable quarter-overquarter, firmly in the positive territory.” Surprisingly, concerns regarding raw material costs and world economic conditions have declined, according to the report.
Gas prices
weakening currency in relation to commodities and, more specifically, oil? When the dollar is proclaimed to be strong and strengthening, it is being compared to collapsing currencies in Europe and Japan, where international finance and banking malfeasance also took its toll. Are we just being price-gouged?
Fuel economy contributes to increasing pace of new car sales
As gasoline prices crossed the $4-per-gallon price in select states in early April, and AAA reported a national average of gasoline prices at $3.92 per gallon, many wonder what the effects will be. Considering how much the American consumer is affected by the cost of gas at the pump and how it affects the economy and the prices of goods and services, it is troubling to witness such upward volatility. The rise in gas prices is no longer just a supply-and-demand determination. World oil consumption is down in Europe, China, and the U.S. Domestic production reportedly covers 80 percent of U.S. consumption as the U.S becomes an exporter of oil. When overly centralized insiders control two-thirds of oil futures, the pricing is suspect. Financial speculators historically accounted for about 30 percent of oil contracts. Today, speculators account for 64 percent, according to the Commodities Futures Trading Commission. Beyond unregulated speculation, however, lies a new and unfamiliar concern. Are gas prices rising because of our
Higher gas prices are one reason why Americans are buying more fuel-efficient vehicles, according to a study released by the University of Michigan Transportation Research Institute in mid-April and reported upon by the Detroit Free Press. The report stated that fuel economy estimates of all new vehicles sold in the U.S. has topped 24 miles per gallon for the first time. The fuel efficiency of vehicles sold in March is now 20 percent — or 4 MPG — higher than in October 2007, when the University of Michigan began monitoring and reporting. General Motors Co. reported that its 12 vehicles getting 30 MPG or better on the highway had combined sales of 100,000 for March, its highest monthly total of such vehicles ever sold. The economy is being rebuilt on the surging sales of the auto industry. Reports now indicate that one in ten new jobs in America are auto-industry-related.
Tire back orders rolling and filled
Last year, back orders for popular tires soared as the percentage of fill dropped dramatically. With increased tire manufacturing capacity comes a new and significant supply of tires to the U.S. this year. Look for retail sales promotions and competitive pricing to proliferate this summer. With tire sales rebounding, associated parts and service business should also drive undercar parts sales this year. n
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May 2012
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U.S. consumers hold on to new vehicles nearly six years, an all-time high
Southfield, Mich.—Based on an analysis of U.S. vehicle registrations by Polk, the average length of ownership of vehicles that were purchased new has risen to a record 71.4 months, or nearly six years. For consumers who purchased used vehicles, the average length of ownership is nearly 49.9 months. Combined, new and used vehicle owners are holding on to their vehicles for an average 57 months. For new and used owners combined, the length of vehicle ownership among U.S. consumers has increased 23 percent since the third quarter of 2008, coinciding with the economic downturn. A number of factors contribute to the increased length of ownership, according to Polk, which analyzed vehicle registration data through September 2011. First, consumer spending remains conservative in a still-weak job market with relatively high unemployment rates. Second, many buyers have longer-term financing options to secure more affordable payments. Third, vehicles produced in recent years have been more durable and more reliable than their predecessors, according to different industry reports. Several manufacturers are also offering longer warranties for new vehicles, reducing the risk for consumers who want to keep vehicles longer. Polk’s new findings, coupled with the increased average age of vehicles on the road, which now stands at 10.8 years for cars and light trucks combined, offer promise for the automotive aftermarket. “As the aftermarket prepares to service this aging vehicle population, this creates concerns about appropriate parts inventory,” said Mark Seng, global aftermarket practice leader at Polk. “As a result of our analysis, we’re currently working with customers in the aftermarket to help them prepare for increasing demand throughout the entire supply chain.”
Length of ownership trend expected to continue
Polk analysts don’t anticipate new vehicle sales will reach pre-downturn levels of 16 million units until 2015 and Polk does not expect to see an immediate decline in the length of ownership trend over the next few years, according to Seng. “Unemployment rates continue to be high, and we expect many consumers will suffer from the lingering effects of the downturn, further contributing to longer ownership trends,” he said. n
Aftermarket supplier sentiment is most positive since 2010
Research Triangle Park, N.C.—The Aftermarket Supplier Sentiment Index for the first quarter of 2012 registered the most positive supplier sentiment since 2010, according to the Automotive Aftermarket Suppliers Association (AASA) in its “Aftermarket Supplier Barometer.” “Outlook for the future became significantly more positive in the first quarter,” said Steve Handschuh, president and COO of AASA. “Sales grew, gross margin improved slightly, and hiring was slightly up. Inventory and capacity additions were stable quarter-over-quarter, firmly in the positive territory.” Paul McCarthy, AASA vice president of industry analysis, planning and member services, said that although the ‘Top 10 Concerns’ in the AASA Aftermarket Supplier Barometer have remained the same over the past two years, it has seen the relative importance of some issues increase and decrease. “Suppliers’ concerns regarding raw material costs and world economic conditions have declined,” he said. “However, concern has increased regarding margin erosion, lack of pricing power and product returns.” The “AASA Aftermarket Supplier Barometer” is a quarterly survey of AASA full service supplier members on key indicators and market trends. The full survey report is an exclusive AASA member benefit and is available only to member companies which participate in the survey. n
Parts & People May 2012 Page 5
Renton shop performs full-service repair with undercar specialization
Continued from page 3
adjacent to Mathewson’s, he said. While the injector business was sold in 1999, it remains on the site and provides added service for the shop’s customers. With 10 employees, five of them ASEcertified technicians, Kranz and General Manager Josh Colman said the shop performs full-service maintenance service and repair work on import and domestic vehicles, including street rods and performance tuning, as well as work on specialized vehicles and equipment for a nearby Boeing Co. facility and other fleet accounts. “We recently performed work on several Kubota diesel-powered Bobcats for Boeing and also did work on a 16,000pound tug on-site for them,” Colman said. “Because we are so diversified, the shop remains busy year-round,” Kranz said. “In addition to the other vehicles we service, there could be 10 or more street and muscle cars on-site.” Colman, who first met Kranz at Honest Performance when he was a teenager, said he kept in contact with Kranz over the years when he was a Toyota master technician and wholesale parts specialist at a Renton auto dealer. When a position opened up in 1998 at Mathewson’s, the two struck a deal. Kranz said Colman will purchase the business from him in 18 months. “Undercar work is very important to us and represents about 40 percent of our business, as we are one of only two area shops that have a heavy-duty lift,” Colman said. “In addition to servicing trucks, motorhomes, vans, and other equipment, we do a lot of undercar work on cars, including restoration work.” That includes everything from installing tires to shock and strut replacement to alignments, he said, adding that brake and exhaust work are also large segments of undercar service performed at the shop. Two technicians specialize in heavy-duty undercar work, Colman said, while others
specialize in performance tuning and engine and transmission R&R service. In addition to normal suspension work, the shop also does suspension fabrication work in-house on street rods, customs, and
Brian Carlson performs diagnostic service on a vehicle at Mathewson’s Automotive. He is a 39-year veteran at the shop.
ASE-certified Technician Dennis Duval, who handles everything from welding to diagnostics at Mathewson’s Automotive, joined the shop four years ago after working for more than 30 years at another local facility. Page 6 May 2012 Parts & People
restoration projects, Colman said. During a recent visit by Parts & People, an older Cadillac was having suspension work done, as was a 1970 Chevrolet Impala that is being fully restored from the chassis up — a $30,000 project. Though the shop has tenured technicians, ongoing training is important for all employees, Colman said. As the shop is an ACDelco Professional Service Center (formerly known as Total Service Support centers), the shop utilizes ACDelco training classes as well as courses from CARQUEST, NAPA, and online programs, he said. For some 20 years, Kranz said, the shop has been a AAA-Approved Auto Repair facility, and ongoing training for all staff is part of the strict requirements of maintaining that stature. Kranz said that Mathewson’s received the AAA Top Shop award the past four consecutive years for outstanding customer service. The shop has also received recognition as a Quality Business from the Better Business Bureau, and is a member of the Renton Chamber of Commerce and the Automotive Service Association of Washington (ASA-WA), Kranz said. Mathewson’s also has Authorized Emission Specialists on staff, so there is additional business for that service, Colman said, though the state emission program is likely to be phased out over time. Two awards in recent years that Kranz said he was very proud of include the 1994 City of Renton Total Quality Business Award, which was presented to him at a special Chamber of Commerce meeting, and his 2011 induction into the Washington State Hot Rod Hall of Fame. Kranz and Colman said the shop’s goal is to provide thorough service and 100-percent satisfaction the first time to all customers. “We’ve been successful with that mission in mind,” Colman said. n
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Energy Suspension continues to perfect polyurethane parts for cars and trucks
by Dick DeLoach San Clemente, Calif.—Nearly 30 years ago, lifelong car enthusiast and inventor Don Bunker founded Energy Suspension (ES), makers of polyurethane bushings and suspension components, but his involvement in the automobile industry goes back long before that. “When I was five years old, I was working at my dad Paul’s repair service Energy Suspension garage in Cedar founder Don Bunker, Rapids, Iowa,” whose company Bunker said. “I makes automotive suspension bushings remember thinking and components, at the time that I says he started out was just like my making polyurethane dad. I had a rag in skateboard truck my back pocket pads in 1968. and the dirtier my hands would get, the happier I was. So cars and trucks have been in my life ever since.” An avid skateboarder in his youth, Bunker said he began making polyurethane wheels and the first polyurethane “truck” cushions (pads) for skateboards in 1968. “But my love for fast cars has always been with me, so I investigated making polyurethane for the auto industry to replace the rubber components with specially formulated polyurethane,” he said. “That was 29 years ago, when Energy Suspension was born.” Mike Papazian, national sales manager/performance division at ES, said if you mention polyurethane in an automotive-aftermarket context today, the company that will most likely come to mind is Energy Suspension. “If a vehicle is equipped with performance suspension bushings, chances are good that the bushings have our logo stamped on them,” he said. Bunker’s initial decision to specialize exclusively in polyurethane has established ES as the most asked-for name in performance polyurethane components today, Papazian said. “Our Hyper-Flex bushings are made from a polyurethane formula that has been tweaked to perfection over the years,” Papazian said. “Urethane is stronger and stiffer than rubber, plus it is resistant to petroleum products like smog, ozone, gas, and oil. So it won’t break down and crack like rubber components.” Kevin Taeger, ES’ sales manager/OE division, said polyurethane continues to amaze even the people who work with it every day, adding that “it’s as much an art as it is a science.” Taeger said the complex and diverse nature of Energy Suspension’s proprietary material requires its chemists to constantly dedicate their attention to development. “This devotion has produced the quality components that our customers continue to demand,” he said. “Our policy of manufacturing in-house from the initial R&D stages to chemical formulation, molding, and final packaging gives us control of every aspect of the manufacturing process,” Taeger said. “This gives us the ability to produce a genuine American-made product and gives our customers absolute confidence in the Energy Suspension name.” The company’s involvement doesn’t stop when the order is shipped, Papazian said. “Our sales staff and sales reps do product information training at our warehouse distributors’ locations with the people who answer their phones,” he said. “It includes the features and benefits of our products, installation tips, warranty, product support, and we’re looking into adding video and online training.” Shops are faced with the obvious challenge of coping with the economy and competition, Papazian said, as well as keeping up with technological advancements in today’s vehicles. “The undercar repair market has a choice to offer an affordable, differentiated line of polyurethane products to repair the part as an alternative to a costly dealer replacement part,” Papazian said. “Also, the parts and labor costs are more reasonable for the repair shop to offer a
Continued on page 8
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May 2012
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Energy Suspension continues to perfect polyurethane parts for cars and trucks
Continued from page 7
than OE rubber with polyurethane replacement bushings for a fraction of the more affordable option to the consumer.” cost to replace the complete part,” Taeger Papazian said dealerships are forcing said. consumers and installers to buy complete ES is known worldwide as the premier control arms and steering racks when only manufacturer of performance polyurethane the bushings are needed, which suspension components for street and offexponentially drives up repair costs. road applications, Taeger said, but the “Energy Suspension comes to the rescue company also makes private-label products with a simple solution by offering better for a number of companies. “That’s where I come in,” he said. “We do a lot of privatelabel products for other companies using their drawings and specs, so we don’t test them,” Taeger said. “We do a lot of sway bar bushings and other products like that.” In 1991 the company started a heavy-duty division, which Taeger said has done The Energy Suspension management team includes, well. “One of our first from l., Austin Squires, Kevin Taeger, Mike Papazian, heavy-duty products was our Pauline Babic, and Mike Santa Cruz. red-and-blue Glad Hand
Seals, which replace the rubber seals for big-rig air brakes,” he said. “Now we also offer torque rod bushings, motor mounts, and hood rests.” Papazian said ES has applications to fit most popular vehicles, but new ones are being added constantly. “Since 2011 we have added more than 80 new part numbers, including products One of Energy Suspension’s new products for 2012 is this Chrysler LX polyurethane bushing kit for for the 5th generation Camaro, 2005-2010 Chrysler 300, Dodge Charger, Dodge Dodge LX platform, Nissan Magnum, and Dodge Challenger. 350Z, Jeep Wrangler JK, and the Ford Ranger. We have also developed several new part numbers in our heavy-duty division, which have been well received.” ES has also embarked on a new line of motorcycle products known as Energy Suspension Moto division, said Austin Squires, head of new product development, motorcycle and Energy Suspension now offers a complete marine divisions. polyurethane suspension and body mount kit for The company is also involved 1998-2011 Ford Ranger 2WD and 4WD pickups. in many community and industry programs, Papazian said. “ES supports always supported many educational Vocational Visions, a nonprofit workplace programs,” Taeger said. “ES sponsors the center for disabled and mentally challenged Hot Rodders of Tomorrow program, which individuals, as well as an adult education gets high school kids more involved with program for Saddleback School District.” the automotive industry, and ES has hired “Due to state-funded cutbacks in the SEMA interns through their internship education system, Energy Suspension has program.” n
Verifacts appointed to verify green garage sustainability
Reno, Nev.—GRC-Pirk Management, the registrar for www.FindGreenGarage.com, has announced that VeriFacts Automotive has been appointed to verify that shops maintain green sustainability. VeriFacts Automotive enables the Green Garage registrars to verify data needed to validate key indicators related to energy consumption and greenhouse gas emissions, helping shop owners pinpoint ways to reduce their energy consumption and costs. VeriFacts Automotive assists shop owners in identifying core environmental performance indicators under Green and Clean Cities programs for pollution prevention and energy efficiency, including direct on-premise evaluation of product and power usage from utilities and other vendors. Based on this information, shop owners can improve their carbon footprint and institute business practices that are both environmentally and economically sustainable, therefore minimizing their exposure to fluctuating energy costs.
Page 8 May 2012 Parts & People
“In today’s business world there are not too many times you can do the right thing, save money, and increase your bottom line,” said Farzam Afshar, CEO VeriFacts Automotive. “In many cases, shops can’t retain dedicated consultants to audit their environmental performance. By integrating green sustainability practices with carbon footprint computation, we are able to identify opportunities that benefit both the bottom line and the environment. “VeriFacts Automotive can assist with one of the biggest challenges facing the industry today — the need to gather and track environmental data,” said Steven E. Schillinger, president GRC-Pirk Management. The VeriFacts solution can not only improve operational performance, but it also allows shops to comply with the emerging regulatory environment and satisfy demands from customers and supply chain partners for greater transparency,” Schillinger said. “Shops are increasingly challenged with ways to do good for their bottom line and the environment.” n
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Parts & People
May 2012
Page 9
Auto Notes
Tough Ram. The 2012 Dodge Ram 1500 has been named one of
compiled by Jerold B. Smith anniversary in the U.S. Its first car sold in the American market was the Excel (frankly, not one of our favorites ever tested). Since 1987, Hyundai has sold more than 6,600,000 vehicles in the U.S., with more than 4,350,000 still on the road. Sonata, Elantra, and Santa Fe models are produced at plants in Alabama and Georgia. From entry-level cars 25 years ago, Hyundai today produces high-quality coupes, sedans, crossovers, and very competitive luxury models such as the Equus and Genesis. German automaker Opel marks its 150th anniversary this year. A company that started out building sewing machines and bicycles, Adam Opel AG was the first German carmaker to use an automated assembly line, in 1928. The firm designed the Rocket Car, which at one point set the world land-speed record. Opel has been a wholly owned company of General Motors since 1931 and today, along with its British sister car, Vauxhall, is sold in more than 40 countries.
Vehicle sales booming. Despite high
Consumers Digest’s “2012 Best Buys” for its smooth-riding suspension, as well as its available V-6 and V-8 engines, acceleration, lockable storage boxes (Ram Box Cargo Management System), ergonomics, fuel economy, fit/finish, and utility. The Ram won The Dodge Ram 1500, shown here with the numerous 2011 awards, including Ram box option, is an award winner based on several elements of its design and utility. Manufacturer of the Year from OffRoad Adventures and the 2011 All-Star Award from Automobile Magazine. Global anniversaries. The founder of The Ram 1500 has an exceptional Toyota Motor Corp., Sakichi Toyoda, Electronic Stability Control (ESC) system was born in Japan 145 years ago, in 1867. that allows all-season front-wheel-drive From a company that started out (FWD) with the performance of rear-wheel- manufacturing textile looms in 1926, drive (RWD). The ESC combines ABS and Toyoda’s son began traction control systems and determines building cars in 1936 when to apply one or more brakes and (the “d” in the brand reduce engine torque in critical conditions. name became a “t”), The smooth ride quality and handling is and for two years attributable in part to a multi-coil rear beginning in 2008, suspension, Consumers Digest said. Both Toyota was the front and rear have heavy-duty shock largest automaker in absorbers and there is a front stabilizer bar. the world. The Sakichi Toyoda was one of Japan’s Towing capacities on the Ram 1500 company’s first car most prolific range from 6,250 pounds on the SLT with was the Model AA. inventors and laid the 4.7L V-8 engine to 8,900 pounds on two Hyundai Motor the foundation for models equipped with the 5.7L Hemi V-8. America recently Toyota Motor Corp. Payloads range from 1,344 to 1,484 pounds. celebrated its 25th
cars and light trucks rose 12 percent with sales of its 12 vehicles that get 30 MPG or better fuel economy, reaching an all-time high of more than 100,000 units sold. Kia had its best-ever March sales record of 57,505 units sold and is up 31.8 percent on YTD sales. Kia’s affiliate company, Hyundai, also had a record March on sales of 69,728, up 13 percent. Audi posted its 15th consecutive monthly sales record in March and its thirdbest month ever in the U.S. German automakers BMW and Mercedes-Benz both posted positive sales in March, with BMW sales up 17 percent for the first quarter.
Mitsubishi Motors North America
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fuel prices, almost every auto and truck manufacturer had an exceptional first quarter of 2012 in the U.S. Strong March sales were driven by the demand for small cars and crossovers. Honda was the only U.S. brand that had a sales decrease, showing a 5-percent drop, but the Civic was the 10th-best-selling vehicle for the month and the CR-V crossover had record sales. Chrysler’s sales jumped 34 percent in March with hot Fiat and Chrysler sedan sales; Dodge Ram pickup sales were up 23 percent over 2011. Ford posted its best March sales in five years with brisk sales of Fusion, Focus, and Edge models that all set March sales records. Even the F-Series pickups were up 9 percent as the demand for commercial vehicles improves. General Motors’ March sales of
reported sales of its Outlander Sport CUV at 1,634 units in March, the best single month since the model was introduced in October 2010. At the New York Auto Show in early April, media and consumers viewed the first Outlander Sport manufactured in Normal, Ill. Nissan had its best-ever sales month in March, up 12.5 percent on sales of more than 136,300 vehicles. Subaru had another record month and Toyota had its best March since 2008 on sales of more than 200,000 vehicles. And Volkswagen was also a winner, with increased sales of 35 percent, the company’s best March sales since 1973. n
The 2012 Mitsubishi Outlander sold well in March and the new model was viewed at the New York Auto Show as the first to be manufactured at Mitsubishi’s plant in Illinois.
In depth Mechanical Inventory
Broadway Toyota
Local: 800-270-0679 Oregon: 1-800-452-7443 Out of State: 1-800-547-9700 Fax: 503-284-7822 parts@broadwaytoyota.com www.broadwaytoyota.com
When you’re looking for quality parts and real-world marketing programs, call your Federated parts professionals:
Western Washington
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P & F Automotive Warehouse
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Page 10 May 2012 Parts & People
Yakima, Washington (800) 572-0491
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Knowledge of undercar pattern failures can lead to higher profits, safer cars
by Michael Anderson SeaTac, Wash.—As automakers produce better-made vehicles with extended service intervals, shop owners have to look harder for repair opportunities. Knowledge of steering and suspension pattern failures, in particular, can result in greater profits and safer cars on the road. That was the key message of a seminar given by Phil Eng, a Mechanic’s Education Association (MEA) trainer, at the recent Automotive Training Expo (ATE), hosted by the Automotive Service Association of Washington (ASA-WA). The seminar, “Advanced Steering and Suspension,” drew an over-capacity crowd of technicians interested in reviewing diagnostic techniques and pattern failures for a number of import vehicles. “You really have to scrutinize these cars,” Eng said. “You have to diagnose to find the money.” European cars, in particular, are moneymakers, he said. When they are in the shop for an oil change, a lot of money can be left on the table. Knowing how to inspect chassis and suspension components with a pry bar can result in additional repair items, he added. “Someone once told me for every dollar The Land Rover Sport model has special body dampeners with little shock absorbers between the body and frame, which are hidden (although a little more visible in the rear). When they go bad, Eng said, they make a little knocking noise. On newer vehicles equipped with steering angle sensors, the sensors need to be reset when performing alignments, he said, warning that a shop could be held liable if the system fails and the driver gets into an accident. The feature is mandated on all 2012 vehicles, he said. “So far, the only time you’ll have a problem is if the car gets wrecked and the car is pulling in one direction and the dashboard is lit up,” Eng said. “If it’s off a little bit, it may not be enough to set off the lights, but if it’s called upon it may not work right.” Sensors can be reset with a scan tool or other methods; otherwise, the technician is taking a chance, he warned. The Volvo S60, V70, and S80 also develop suspension problems as they age, with surface symptoms such as brake pull, he said. Many technicians inspect the brakes, or even swap brake rotors or pads, in an attempt to solve the problem. Often, bushings can appear to be in operating order with a visual inspection, but may be deteriorated or weak internally, Eng said, which can also cause pull. Moreover, if inferior “off-shore” control arms have been installed, that could also be causing pull. “With cheap control arms the bushing doesn’t have to be torn to be weak,” he said. On cars equipped with McPherson struts, Eng recommended conducting a road test and applying the brakes hard enough to grab, but not stop, the car. If something is loose, the steering wheel will jump or twitch, he said. The most effective suspension diagnostic tool is a pry bar, Eng said, which can separate a joint and detect abnormal play, which makes a clunking noise. When wheel alignment is off, he said a vehicle will pull in the direction of a wheel that has a smaller amount of caster. Several European automakers, BMW in particular, are moving to dual upper- and lower-control arms for more dynamic handling and the ability to maintain control at Autobahn speeds, Eng said. “It gives you a better steering feel and will pull straight easier,” he said. “At 150 MPH, you don’t want wandering steering. The wheels want to go straight.” n
Instructor Phil Eng, a former technician, urges an ATE audience to look under a car for profits with steering and suspension diagnosis.
spent, there is an additional $7 unsold,” Eng said. “I see a lot of unsafe cars out there and there’s a lot of money to be made.” With older high-mileage cars, Eng advised performing an inspection before lifting them to avoid damage to weakened suspension components. Eng noted that when working on Land Rovers with air suspension bags in bad shape, using a two-post lift can cause the air bladders to be pulled apart when the wheels sag. A four-post drive-on lift is the better solution, he said.
Parts & People
May 2012
Page 11
Undercar Product Notes
ACDelco introduces Advantage tie rods and control arms Redesigned Ford F250/F350 Super Duty steering gearboxes offered
compiled by James Faust touch panel, 3D automatic measurements by sonar, laser for weight positioning inside the rim, LED to light working space, Wheel Best Access, and Virtual Direct Drive (CEMB patent). Control feature buffers ambient noise, making it ideal for use in noisy environments, company officials said.
Grand Blanc, Mich.—ACDelco has introduced the Advantage line of tie rods (345 part numbers) and control arms (49 part numbers). They are part of the all-new ACDelco Advantage family of aftermarket chassis components being launched with more than 1,000 part numbers focusing on top-selling product categories. The
Philadelphia, Pa.—Cardone offers redesigned and improved 2005-2007 Ford F250/F350 Super Duty steering gearboxes. Months of research, design, and validation testing by Cardone engineers resulted in a redesigned gearbox ensuring a quality product that outlasts the original, company officials said. The re-engineered gearboxes feature a stronger piston design to eliminate a common failure in which piston teeth breakage causes immediate loss of steering assist and total loss of steering. Cardone increased the gear pressure angle of the teeth to provide additional durability and used more material on the piston to accommodate increased pressure.
The Marksman II comes complete with an ultrasonic receiver, headphones, hollow air probe, solid contact probe, and an ultrasonic emitter that helps locate faulty seals, gaskets, and weatherstripping in passenger cabs, trailers, and other nonpressurized enclosures. All components are packed in a sturdy carrying case. CEMB USA introduced its line of digital balancing machines, including this ER 80 series. New PlastiKote wheel paint provides tough, long-lasting finish
ACDelco has introduced the Advantage line of tie rods and control arms as part of its Advantage family of aftermarket chassis components with more than 1,000 part numbers.
Ultrasonic diagnostic tool ‘hears’ problems before they lead to breakdowns
ACDelco Advantage tie rods feature fullball type stud for improved performance, corrosion-resistant coating, heat-treated finished ball ends, and CNC-machined housing. The control arms feature corrosion-resistant coating for long-life performance, greaseable ball joints for easy maintenance and long life, and lightweight construction to meet application requirements. Installation hardware is included, when needed, and all parts are backed by a 12-month/12,000-mile parts warranty.
Original Design
CARDONE Improvement
A stronger piston design is used in the gearbox to eliminate a common failure in which piston teeth breakage causes immediate loss of steering assist and total loss of steering. CEMB introduces the ER 80 Go Fast Line series
Gainesville, Ga.—The CEMB ER 80 is a digital balancing machine with digital
Westbury, N.Y.—Tracer Products has introduced the Tracerline Marksman II ultrasonic diagnostic tool, a highly accurate instrument that converts and amplifies inaudible ultrasonic sound into audible “natural” sound. Service technicians can easily hear sounds that signify problems such as air brake leaks, compressed air leaks, vacuum leaks, tire leaks, and EVAP system leaks before they lead to major breakdowns. The Marksman II can detect leaks from orifices as small as 0.004 in (0.1 mm) at 5.0 PSI (34 kPa), from a distance of 12 inches (30 cm). An Internal Noise
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Chicago—Keeping a vehicle’s wheels looking like new can be a constant challenge. “PlastiKote’s wheel paint is specially formulated to provide a tough, long-lasting finish that resists scratches and will not tarnish, weather, or rust,” said Katie Whiting, product manager/aerosols for Valspar. PlastiKote wheel paint is available in four colors: steel (618), semigloss black (620), silver argent (621) and charcoal gray PlastiKote’s wheel metallic (626). It paint is specially formulated to provide is also an ideal a tough, long-lasting paint for auto trim finish that resists and grilles as well scratches and will not tarnish, weather, or as bikes and rust. motorcycles.
Hunter’s new Road Force Touch balancer provides wheel service with record efficiency
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Page 12 May 2012 Parts & People
Bridgeton, Mo.—Hunter’s Road Force Touch performs a Road Force diagnostic test faster than a traditional wheel balancer performs a typical balance. During the balancing process, the Road Force Touch automatically applies Hunter’s patented load roller against the wheel and tire assembly to simulate how a wheel performs under the weight of a vehicle to find hidden causes of vibration and vehicle pull. Technicians can activate any
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Parts & People
May 2012
Page 13
Shops that ‘Strive to Thrive’ embrace change, Jasper president says
by Matthew Sevart Overland Park, Kan.—Facing increasingly stiff competition from car and truck dealerships, independent shop owners must embrace change and get creative, Jasper Engines & Transmissions President Doug Bawel told attendees at the closing ceremony of the Automotive Service Association of Missouri/Kansas (ASAMO/KAN) Vision Hi-Tech Training & Expo on March 11. “It is very important that we all understand who the competitor is,” Bawel said in his keynote speech, “Strive to Thrive.” The competitor is “not the neighbor sitting next to you. The competitor is the dealer. You’ve got to figure out a way to get their cars into your shop.” as keeping a clean facility, maintaining a professional appearance, and leading by example. “Like it or not, first impressions are lasting impressions, and we need to look professional,” said Bawel, adding that dealerships are typically very clean, most have drive-in lanes or canopies so Doug Bawel, president of Jasper customers are not Engines & Transmissions, exposed to the rain or presents a keynote address, snow, and many “Strive to Thrive.” provide shuttle services or loaner vehicles to customers. “I urge you to take a good look at your shop,” he said. “What changes can you make to compete stronger with the dealership? What about getting your people in uniforms, and giving incentives for training and quality of work? “Then take a good look at yourself,” he said. “What changes do you need to make, and how about your attitude? Are you a positive influence? If not, change. Our attitude is something we do have control over.” In a survey of dealership customers, Bawel said he discovered that the secondbiggest reason they choose dealerships is because the people are pleasant. “Folks, it doesn’t cost anything to be pleasant,” he said. “If you go around whining and complaining all the time, you Hunter introduced its new Road Force will probably get what you think.” Touch balancer which provides wheel Shop owners, he said, need to have a balancing service with record efficiency. positive attitude and set a good example for With new domestic car and truck sales down over the last few years, Bawel said dealerships are pursuing a more prominent role in the automotive service industry. In short, “they are after your business,” he said. “Independent repair owners need to take a similarly active approach,” he said. “Unless you act, nothing will really change. The definition of insanity is to continue doing what you are doing and expect different results.” Bawel offered various ideas for shop owners, such employees, which will in turn create a more pleasant environment. “People watch more what we do than what we say — sorry, but it’s true,” he said. “If you expect your technicians to be clean and organized, you’d better first take a look at your office. Is it neat, clean, and organized? If not, get it that way.” Maintaining regular contact with customers is imperative as well, said Bawel, adding that this can be done through a variety of avenues, ranging from newsletters and direct mailers to key chains and refrigerator magnets. “Remember, people like to be asked and reminded about upcoming service,” he said. “And promotional items don’t need to be elaborate, just attention-getters, things to get customers to think about you.”Bawel cited one shop owner who has had great success sending out handwritten thank-you letters to his customers. “People like to be thanked,” he said. “At one of our customers’ shops, if the job is over $1,000, he sends a thank-you note to the customer with a $20 gift card, and if it’s an engine job, he gives a free oil change, which brings the customer back in so he can check everything over.” Bawel said shop owners must be willing to accept the need to make changes. “The biggest reason that things are so tough today is that people don’t like change,” he said. “If you don’t have the ability in your shop to make a proper diagnosis because you have not been willing to change and grow, then I pity you, because business is out there. “If you’re not willing to change, you’re going to get left behind. Shops that are thriving don’t just accept change, they embrace it,” he said. n
Undercar Product Notes
Continued from page 12
balancing function from one screen by touching the appropriate button or icon, saving time spent scrolling through a grid of menu buttons. Live 3D graphics and animations display real-time wheel conditions and illustrate easy-to-understand instructions to resolve vibration and pull problems. New software tools include eCal auto-calibration, on-demand videos, and an enhancement to StraightTrak lateral force measurement. Other improvements include a stronger, wear-resistant balancer shaft for long-lasting service, an Auto-up Hood which saves time by automatically lifting the hood for the operator, and a standard 10-piece mounting collet set with storage to optimize wheel centering. n
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May 2012
Parts & People
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Knowing customer base, competition helps shops advertise effectively
by Rob Merwin a choice: they can present Overland Park, Kan.—What quality or price, and if does it take for an independent shop they can’t compete with to successfully market its business price — which often they in the automotive repair industry can’t — they’re left with today and compete with dealers and quality.” chains? For independent shops, It requires understanding that that translates to PHOTO BY MATTHEW SEVART today’s customers are increasingly providing a quality Tracking and evaluating value-driven, but that doesn’t mean advertising responses facility, staff, and service and other marketing just offering the lowest price, said along with good efforts is important, Dan Gilley, director and trainer for warranties on everything RLO Training Director RLO Training, during his sold. “The shops that Dan Gilley says. “If you educational session, “Maximizing survive are the ones that can’t measure the success of a particular Your Marketing,” at the Vision Himarket those qualities the Tech Training & Expo held recently advertising, then don’t best,” said Gilley, to use it.” in Overland Park, Kan. nearly 100 shop owners “Customers want value with a mix of in attendance. “If you’re not bragging about benefits,” he said. “Smaller companies have your shop, who is?” In order to “brag” those qualities, shop owners should research their market area, which will provide important data for developing a marketing plan. “Examine demographics to find out where your customers are coming from. They either work or live near you — look at your customer database and ZIP codes,” Gilley said, adding that additional information is available at chambers of commerce and census bureaus. A major consideration regarding the economics of a shop’s market area is whether there are any significant future developments that might affect its marketplace, he said. “Be aware of what’s going on in your market area such as new shopping malls, housing, and large industries. Ask yourself, ‘What would these do for my business?’” A shop’s main marketing focus, however, should be existing customers, as opposed to the potential costly expense of acquiring new ones, Gilley said. The customer database, if used to its potential, can also determine active and inactive customers, as well as how much they spend per visit and how many vehicles they regularly have serviced. “The average hour per RO has the greatest potential for improvement, and well-trained service advisors will go a long way to making that happen,” he said. “Educating the customer is more costefficient, and make sure you charge for all work performed.” Understanding customers’ needs is critical in the development of a marketing plan, he
Continued on page 16
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Parts & People
May 2012
Page 15
Knowing customer base, competition helps shops advertise effectively
Continued from page 15
said, and information derived from a customer-service survey, by handouts, mailers, or online, will improve a shop owner’s awareness of consumer interests. “Get the customers involved by giving you feedback and it’ll benefit them and the shop by promoting two-way conversation,” Gilley said. A well-written customer-service survey will provide data for shops to focus on what services are important to their customers and additional services that could be provided. “The more information you gather, the better chance you have of meeting or exceeding expectations,” he said. Equally important are “competitive service surveys,” he said. They will reveal which competitors offer the same services and prices, services they offer that the shop owner doesn’t, and insight into their attitudes about certain conveniences and services, Gilley said. “The more inside knowledge you have, the better marketing plan you will have,” he said. Once a shop determines its customer base and needs, evaluates its own strengths and weaknesses, and looks at the strengths and weaknesses of its competition, it should use advertising to convey its advantages over the growing prominence of quick lube shops,
auto parts stores, and dealerships, he said. “Talk about what you do better than the competition and set about 3 to 6 percent of your annual gross sales to be spent on advertising — but make sure you spend it wisely.” Gilley listed a number of advertising devices that can be budgeted, including onhold messaging; direct mailers such as coupons, thank-you letters, and service reminders; lifetime oil change programs; license plate frames; and newspaper ads promoting a Car Care event. “A flat-screen TV behind a service desk with a menu board also attracts attention,” he said. Gilley suggested shop owners print an extra 50 to 100 copies of mailers with coupons so they can store them under their counters to be used as “closers.” Tracking and evaluating advertising responses and other marketing efforts is important, and he said shop owners should establish reference codes. “If you can’t measure the success of a particular advertising, then don’t use it.” Gilley said major shifts in the global economy have given consumers the power to demand exactly “what they want, the way they want it, when they want it, and at a price that will be determined by value.” “You have a choice,” he said, “either provide it or fail.” n
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TIA and Tiremetrix launch TPMS service solution
Bowie, Md.—The Tire Industry Association (TIA) and Tiremetrix launched a new enhanced version of the Tiremetrix TPMS management software TPMS Manager. The new product, TPMS Manager-Powered by TIA, features new content focused on TPMS training and TPMS service tips for passenger and lighttruck tire service technicians. “This launch is very important for the tire industry, because now technicians can get immediate access to the knowledge base of TPMS service from TIA,” said Joe Donehue, president of Tiremetrix. “TPMS Manager has the most comprehensive TPMS data in the industry, and combined with the TIA service information, we now have the most extensive information resource related to servicing, training, and troubleshooting TPMS. TPMS ManagerPowered by TIA is a valuable resource for any company that services TPMSequipped vehicles. The easy-to-use interface allows a tire shop to navigate the process of selling and servicing TPMS. The recent clarification from NHTSA regarding the “make inoperable” clause only further demonstrates the need for accurate TPMS service information delivered at the point of sale.” One of the biggest enhancements to the product is a special set of TIA “Tech Tips,” exclusive to TPMS Manager-Powered by TIA. The tips provide quick access to the solutions for difficult TPMS problems a technician might encounter. Since TIA also has an extensive video library of TPMS information including relearn summaries, a lot of the footage can be linked to particular makes and models. In many instances, technicians will be able to read the written step-by-step relearn procedures or watch the video. “It’s difficult to keep up with the changes that accompany each new model year from an industry training standpoint, so the partnership with Tiremetrix gives us a platform that we can continually update in between programs,” said Kevin Rohlwing, senior vice president of Training for TIA. “By combining the Tiremetrix database with TIA’s training and technical support, tire service providers will have access to a complete training and troubleshooting resource that keeps pace with the changes in technology.” n
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Page 16
May 2012
Parts & People
Gundie’s Auto Recyclers targets wholesale market with a lower mileage product
by James Lengell become way more competitive Bellingham, Wash.—There are now, with online sales changing approximately 225 licensed auto the landscape dramatically. wreckers in Washington, and, What does that mean to according to Gundie’s Auto companies like Gundie’s? Recyclers Production Manager “We have to go further out to Nathan Kincaid and Sales buy the same salvage,” Kirkman Consultant Ken Kirkman, they all said. “So, our cost of goods goes face the same challenge – up.” acquisition of vehicles at reasonable Gundie’s is now regularly prices. shopping and buying cars from as “More cars are going out of the far away as Alaska and Hawaii. country for salvage than ever “We’ve even bought cars in before,” Kirkman said. “They are Japan,” Kincaid said. going all over the world, because Finding and purchasing cars 10 other countries laws aren’t the same years old or newer isn’t the only as here, as far as safety issues are challenge Gundie’s faces, concerned when putting a car back Kincaid said. “Ecology issues, on the road.” especially related to storm water Kincaid said it now has become collection, has obviously become harder to buy these cars. “There is a major issue for all recyclers in just way more competition than this state.” Gundie’s Auto Recyclers Production Manager Nathan ever before.” Kincaid said any facility with a Kincaid (l.) and Sales Manager Ken Kirkman focus on Kincaid said for the person wrecker’s license that has storm acquiring cars 10 years old or newer. selling the car, there’s no loss, but water runoff needs equipment to for the country, there’s a huge tax revenue auctions, and most of that business is now separate the water to be in compliance. stream that’s disappeared. online. “That equipment isn’t cheap,” Kincaid said. Kirkman also said that of the vehicles “We use Insurance Auto Auctions, Recognizing a changing market, they do compete for, more than 90 percent IAAI.com, and CoPart.com,” Kirkman said. Kirkman said, and ensuring they keep up, is of the cars come from insurance pools and He said the sale of salvage cars has yet another challenge for Gundie’s. They agree the business has now moved online. “People are way more comfortable buying parts online without seeing them than they’ve ever been before,” Kirkman said. “We put all of our inventory on Carpart.com.” Kincaid said Car-part.com also supplies the software to Gundie’s that walks them through the dismantling and inventory of parts process. However, Kincaid said that while Gundie’s does inventory each car as it arrives, they do not do the actual dismantling until the parts are sold. Both Kirkman and Kincaid agree the Gundie’s business model of finding cars 10-years or newer is aggressive. “Our market is the repair shops,” Kincaid said. Kirkman said Gundie’s Auto Recyclers’ philosophy is to target the wholesale market with a lower mileage product. “There’s a better net profit in those vehicles.” Kirkman also said if they need older parts, they call another yard that specializes in older vehicles, get the part, and still keep Gundie’s customers happy. As active members of Automotive Recyclers Association (ARA) and Arrow, Kincaid said he regularly attends meetings,
Continued on page 18
Parts & People
May 2012
Page 17
Gundie’s Auto Recyclers targets wholesale market with a lower mileage product
Continued from page 17
and was just recently a part of a discussion group focusing on a new state regulation for catalytic converters. “The regulation states anyone with a wreckers license must have a VIN and stock number both on the converter itself and in the database so the state patrol can
track the vehicle,” Kincaid said, adding that this is due to an increase in the theft of the precious metals found on a converter. “But auto repair facilities are not bound by that regulation,” Kincaid said. “What they have to do, by law, is sit on a catalytic converter for at least 15 days before selling it.” “So, a repair shop that may specialize in
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mufflers and exhausts has a pile of cats and sets them aside for two weeks, then calls a core buyer, who also has a wreckers license. A core buyer that purchases those cats has no idea what cars they came from, just a receipt.” Kincaid said that could lead to a lot of $100 fines from the state patrol. “It’s a very solvable problem,” Kincaid said. “Just make the shops put a tag on the cat with both the VIN and stock number.” While the list of challenges continue to grow for recyclers, Kirkman said Gundie’s has the people in place to meet them. “The average tenure of our employees is 10 years,” Kirkman said. “They are all very knowledgeable and are empowered to make decisions by a great management team, lead here in Bellingham by General Manager Don Johnson.”
General Manager Don Johnson empowers employees to make decisions that lead to strong customer service.
Kirkman said every phone call received at the Gundie’s facilities in Bellingham, Graham, and Battle Ground are answered and handled by a human being, and always will be. n
Car Care events reveal increased need for maintenance
MOTORCYCLE CHANGERS MOTORCYCLE BALANCERS
Bethesda, Md.—Results of vehicle inspections held at community car care events across the country during Car Care Months in April and October 2011 revealed that 84 percent of vehicles need service or parts, the highest percentage in five years, according to the Car Care Council (CCC). The unsatisfactory condition of vehicles reflects the current economic climate and reinforces the continued need for consumer education about the benefits of regular vehicle care, maintenance, and repair. “During an uncertain economy, some motorists think they will save money by putting off needed vehicle maintenance,” said Rich White, executive director, CCC. “What they don’t realize is that neglecting routine maintenance can end up costing a lot more in the long run. These results demonstrate the importance of consumer education as the lack of proper vehicle maintenance can greatly impact highway safety, air quality, cost operation, and vehicle performance and dependability.” An analysis of vehicle inspection forms, submitted by volunteers who conducted a record number of car care events in 2011, found the top problem areas to be engine oil and fluids, air filters, battery cables, lights, belts and hoses. Nearly one out of 10 vehicles had the check engine light on and new air filters were needed in 19 percent of the vehicles. At least one belt was reported as unsatisfactory in 20 percent of the vehicles inspected, and 15 percent required at least one new hose. Battery cables, clamps, and terminals needed maintenance in 17 percent of the vehicles inspected, while 10 percent of the batteries were not properly held down. When checking lubricants and fluids, the three top failure rates were: low or dirty motor oil at 28 percent; low, leaky, or dirty coolant at 24 percent; and inadequate washer fluid levels at 23 percent. Power steering, transmission, and brake fluids were also checked and had failure rates of 18 percent and below. Approximately 14 percent of vehicles had front windshield wiper failures and 3 percent needed service to rear wipers. Up to 16 percent of vehicles needed lights replaced, including headlights, brake lights, and license plate lights. Improperly inflated tires were found on 8 percent of the cars and 11 percent had worn tread and were in need of replacement. For more information, visit www.carcare.org. n
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Collision Repair
Second-generation shop owner not afraid to make changes for more business
by John Yoswick lower-profile frame equipment, fastest-growing metro area in the U.S., Kennewick, Wash.—Mike for example, or a custom booth and that’s helped cushion the economic McKinney said one of the key or prep deck. He’s also changing blow felt by much of the rest of the state things he’s learned as a business to a split shift in the paint shop, and region over the past four or five owner is to not get complacent. with two paint employees years. “The best decision I ever made coming in from 4 a.m. until “We’ve been in this bubble on the was to not be afraid of change,” noon, and two others working a eastern side of Washington,” McKinney said McKinney, the secondmore traditional shift. said. “We saw a couple hiccups, where generation owner of Riverside “We’re estimating we could do our backlog went down considerably and Collision, a 13-employee Gold another half a million [dollars in we were filling next week this week. But Class Professionals shop founded in sales] out of this facility with we’ve been extremely lucky, which is 1990. “It’s too easy to get caught in some of these changes,” why I want to get the shop able to run a rut.” McKinney said. more cars through.” Mike McKinney says his current focus at Riverside Breaking himself and the That has some clear appeal for In addition to high praise for Wesco Collision is changes to equipment and layout to improve business out of a rut is one of the a business that often runs a four(calling them “really, really good the flow of production through the facility. things driving McKinney’s to six-week backlog of work. people”), McKinney said several of his consideration of several possible changes to make, McKinney will likely be making New data from the U.S. Census Bureau parts suppliers also stand out as going Continued on page 20 to the layout of the shop’s production some new equipment purchases: some shows Washington’s Tri-Cities area as the area. Consultants from PPG and his jobber, Wesco, have been helping McKinney consider his options, including whether swapping where the 12,000square-foot shop’s paint and body departments are located could improve production flow. www.ldcequipment.com “We have a ceiling-height issue on the one side, which required some custom air QMT1000 Metal Analyzer Before you buy, give the intakes for our booth,” McKinney said. The best way to assess auto body steels SMART-Plus a try! “It works, but we don’t get the airflow we and detect High Strength Steel. really need, so our dry times aren’t what Retrieve OEM approved repair Technology W • SMART-Plus elder procedures and a Certificate of they could be. That’s the big hang-up technology offers Content from your registered we’ve got.” faster spot welds online account.
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“We’re estimating we could do another half a million [dollars in sales] out of this facility with some changes.”
In addition to a Garmat paint booth, Riverside Collision is equipped with two Chief frame racks, a Chief Velocity measuring system, a Challenger two-post lift, and a Hunter P-211 alignment system that allows the shop to do its alignments in-house. Depending on what changes he decides
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Painter Mark Jacobus prepares a bumper cover in Riverside Collision’s prep deck.
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Parts & People May 2012 Page 19
Second-generation shop owner not afraid to make changes for more business
trusting the parts person could get you the right part is paramount,” McKinney said. above and beyond for his business. He’s “Landmark has been phenomenal.” been working with Landmark Ford, 225 He also recalls a time when the parts miles away in Tigard, Ore., since he was department at Larry Miller Honda in ordering his own parts working as a Spokane got the shop out of a jam. technician when his father owned the “We were short a part on a car and business. really down to the wire,” he said. “I “I figured out then that knowing and called up there at about 9 a.m., and they drove the part probably 20 minutes away to the airport, put it on an airplane, and I had it at 2 p.m. We shipped the car that day and they didn’t charge me anything extra for it. That’s big. Those guys are gold — you just don’t see stuff like that.” McKinney said he thinks the Sean Daly, a technician at Riverside Collision for 11 years, biggest challenge dismantles a door on a Honda Element.
Continued from page 19
facing the industry will be rapidly changing vehicle technology. “The challenges of repairs facing us with new alloys and other things, not to mention the anti-crash technology decreasing accidents, which is going to take a few cars off the market,” he said. “Plus the expense these things add to the Technician Dmitriy Stepanov reassembles a bumper cover at cost of repair, which is Riverside Collision. going to total more cars. All those things are going to affect teenager in his father’s shop. us greatly.” “I remember I had two things I didn’t At various times over the years, want to be when I grew up: I didn’t want McKinney has worked to improve to be a salesman, and I didn’t want to deal himself and the business through with the public,” McKinney said, involvement in the Rotary, the local laughing. “I found myself on these Chamber of Commerce, the Autobody insurance agents’ doorsteps with a dozen Craftsman Association, and Business cookies and a smile, and I had no idea I Networking International. He was selling. I didn’t get it. Now I acknowledges he’s come a long way understand that, gosh, everything you do since he started sweeping floors as a in life is sales.” n
Collision Repair Training Notes
PPG Training Schedule
For more information, contact the local PPG or Nexa Autocolor distributor or territory manager or visit www.ppgrefinish.com.
Seattle Business Development Center-Kent, Wash.
• May 11-Nexa Conversion-Aquabase Plus • May 15-16-PPG CertificationDeltron (Spanish)
• May 17-18-PPG Color (Spanish) • May 21-PPG ConversionEnvirobase HP • May 23-PPG RecertificationDeltron • June 1-PPG ConversionEnvirobase HP • June 5-6-PPG Certification- Deltron • June 12-13-PPG Color • June 15 or 25-PPG ConversionEnvirobase HP
• June 19-20-PPG Color-Envirobase HP • June 27-28-PPG CertificationEnvirobase HP
Location TBD-Seattle
Location TBD-Richland, Wash.
• May 23-24-MVP Advanced Collision Estimating Skills
Location TBD-Helena, Mont.
• May 16-17-MVP Production and Cycle Time Management
Location TBD-Spokane Valley, Wash.
• June 25-26-MVP Production and Cycle Time Management
I-CAR Training Schedule
For more information on registration and class times, call 800-422-7872 or visit www.i-car.com.
Lake Washington Technical College-Kirkland, Wash.
• May 21-22-MVP Advanced Collision Estimating Skills
Precision For Collision
Your source for CAR-O-LINER sales, service and training.
800-922-5501 or 916-677-2885 www.pfcequipment.com
• May 3-Surface Preparation and Masking • May 7-Inspecting Repairs for Quality Control • May 8-Color Theory, Application, Tinting, and Blending • May 14-Recycled Parts for Collision Repair • May 15-Detailing • May 21-Hazardous Materials, Personal Safety, and Refinish Safety
Renton Technical CollegeRenton, Wash.
• May 7-Automotive Foams • May 9-Waterborne Products, Systems, and Application • May 10-Best Practices for High-Strength Steel Repairs
8845 Washington Blvd. • Roseville, CA 95678
Page 20 May 2012 Parts & People
Continued on page 22
www.partsandpeople.com
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Parts & People
May 2012
Page C-1
Automakers increasingly turn to I-CAR for training, certification programs
by John Yoswick As automakers open up their collision shop certification programs to independent shops and dealers, they are increasingly making I-CAR training part of the program requirements. In late March, for example, Chrysler launched its Chrysler Recognized Certified Collision Repair Facility program. Certification requires meeting more than 40 standards including using squeeze-type resistance spot welding equipment and maintaining I-CAR Gold Class status. For more information about the Chrysler shop certification program, visit www.certifymyshop.com/chrysler. Since 2010, Chrysler has incorporated 14 I-CAR classes into its training requirements for all Chrysler, Dodge, and Jeep collision repair and refinishing technicians. A list of those courses is available under the OEM Training section of the I-CAR website (www.i-car.com), which also describes I-CAR’s training relationships with more than a dozen other automakers. Also in March, Infiniti announced that it was launching the Infiniti Certified Collision Repair Network in conjunction with DuPont and I-CAR. The requirements, including I-CAR Gold Class Professionals status, closely match those of the Nissan shop certification program launched last fall. Gold Class shops receive a $1,000 discount on the $5,950 initial enrollment fee for the Infiniti shop certification program. For more information on the Infiniti or Nissan shop certification programs, visit www.performancegateway.com/Nissan or www.performancegateway.com/Infiniti. Information on how to become an I-CAR Gold Class Professionals business is available on the I-CAR website. Though the Volkswagen collision repair shop certification program doesn’t require Gold Class status, it does require body technicians to have completed 11 specific I-CAR courses and either the steel MIG welding or structural steel parts welding qualification test. additional specified classes, spelled out on the Volvo section of the OEM Training tab on the I-CAR website. The Porsche Approved Collision Center Program requires shops to have at least one I-CAR Platinum Individual Estimator and Refinish Technician, and two I-CAR Platinum Individual Steel Structural Technicians. The requirements for obtaining Platinum Individual status are listed on the Training Recognition section of the I-CAR website. General Motors (GM) was one of the first automakers to form a training relationship with I-CAR in 2004. GM requires its collision technicians to complete seven specific I-CAR courses, and structural technicians to complete the steel welding qualification test. I-CAR also worked with GM to develop specific training for the 2006 Chevrolet Corvette Z06, available exclusively through I-CAR. I-CAR’s aluminum welding qualification test is also required for Z06 certification by GM. Though Ford Motor Co.’s shop certification program is open only to Ford dealers, the automaker has made specific I-CAR training and welding qualification testing an option for its collision repair and refinishing technicians interested in meeting program’s training requirements. Toyota and Lexus also list 14 I-CAR courses and the steel MIG welding qualification test as part of their technician certification program. I-CAR’s ability to offer shorter, more targeted training through its online offerings has made it an ideal way to convey automaker- or vehicle-specific training on a 24/7 basis. The growing list of I-CAR online classes includes Mazda 626 Roof Panel Replacement, Ford Mustang Lower Rail Replacement, and Dodge Durango Rear Frame Tip Replacement. For the complete list of online courses, visit the I-CAR website. n
I-CAR’s ability to offer shorter, more targeted training through its online offerings has made it an ideal way to convey automaker- or vehiclespecific training on a 24/7 basis.
Audi requires two technicians from shops participating in the Audi Collision Repair Network to complete a dozen specific I-CAR courses and either the steel MIG welding or structural steel parts welding qualification test, as well. Audi also offers its two-week Audi A8 training at I-CAR’s Tech Centre in Appleton, Wis. Previously, technicians had to travel to Germany for hands-on A8 welding and structural training. For more information about this training, e-mail Audi’s Mark Allen at mark.allen@audi.com. As part of the Volvo Body and Paint Certification Program, Volvo requires all technicians at participating shops to complete four specific I-CAR courses. A percentage (or minimum number) of technicians at a shop must then complete
1-800 Radiator & A/C joins Sherwin-Williams A-Plus Network
Warrensville Heights, Ohio—SherwinWilliams Automotive Finishes A-Plus Network announces a new affiliation with 1-800 Radiator & A/C, headquartered in Benicia, Calif. As a member of the network, A-Plus members will now be eligible to receive A-Plus Reward points when they purchase direct from 1-800 Radiator & A/C. For more than 25 years, 1-800-Radiator & A/C has been supplying collision repair shops with a variety of Tier 1 OE and OE quality parts including radiators, condensers, cooling fans, complete A/C kits, and automotive lighting in select markets. 1-800 Radiator & A/C is a committed partner to the collision repair industry and a dedicated corporate sponsor of the SCRS, NABC, and many other state and local industry associations. “We are pleased to team with 1-800Radiator & A/C in continuing to provide our A-Plus Network members more valueadded products and services to their respective collision repair facilities,” said Troy Neuerburg, manager of Marketing Business Services at Sherwin-Williams Automotive Finishes. “Like the many partnerships we’ve established with other collision repair industry suppliers, we are always looking for ways to add beneficial services to the A-Plus membership.” The A-Plus Network is made up of an exclusive group of collision repair specialists who reflect the industry’s highest standards. Members have benefited from the program’s many businessbuilding opportunities including: business management training through A-Plus University workshops; building insurance relationships through continuing education training to insurance agents; loyalty rewards points; marketing programs, and Vision Group participation. For more information about the Sherwin-Williams Automotive Finishes APlus Network, visit www.a-plusnetwork.com. n
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Page C-2 May 2012 Parts & People
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Parts & People
May 2012
Page C-3
LOOK FOR THE DEPO LOGO ON EVERY DEPO LAMP
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Page C-4
May 2012
Parts & People
www.partsandpeople.com
SCRS introduces Greensweep Energy and Pollution Performance Program
Prosser, Wash.—Effectively practicing pollution prevention and energy reduction has become increasingly important for collision repairers. To make it easier for body shops to manage and improve their environmental performance, the Society of Collision Repair Specialists (SCRS) has teamed with GRC-Pirk Management Co., an EPA-recognized, registered professional engineering firm, to provide GreenSweep, an energy and pollution performance program tailored to the needs of the SCRS membership. GreenSweep is designed specifically for the collision repair industry, an important and rare distinction for environmental training and consultation. “The collision repair industry faces unique challenges in reducing its carbon footprint,” GRC-Pirk President Steven Schillinger said. “Not only do they have to manage energy output, they have to deal with chemical emissions from their refinishing departments. The SCRSsponsored program handles both requirements, making it of special interest to body shops.” GreenSweep offers repairers a complementary set of environmental products and services. It assists shops in measuring, tracking, and recording the environmental performance of their facility, including the measurement of baseline and ongoing business emissions. It also helps the shop develop and implement a plan for remaining compliant with the EPA and U.S. Department of Energy’s Energy Star energy management guidelines. “The goal is not to establish a one-shot sustainability,” Schillinger said, “but to display consistent performance improvement over time.” In addition, GreenSweep offers enrollment in the SCRS-recognized Green Sustainability School, a free, ongoing monthly training service for collision repair managers and employees with curriculum designed to keep body shop professionals up to date on green practices and technology. Once a shop is certified (a service managed and provided by EPA-recognized third-party GRC-Pirk), it is then listed on www.findgreengarage.com, a validation that the business is officially recognized as “green” by federal, state, and local authorities. This authentication, and the documentation related to it, serve as effective market differentiators. Consumers are coming to understand the advantages of doing business with green companies and are actively seeking them out using the Internet and other information channels. The opportunity to create an effective, localized marketing campaign around environmental practices — the SCRSrecognized GreenSweep program also includes marketing collateral — is only one of the advantages for repairers enrolling in the program, which more than pays back its service fee. Improved energy efficiencies reduce utility expense and operating costs. Green operators benefit from tax credits and deductions as well as city rebates and subsidies. Some shop’s liability insurance providers even offer discounts to environmentally responsible policyholders. n
I-CAR launches new course on high-strength steel repairs
Hoffman Estates, Ill.—I-CAR has launched a new course on best practices for repairing high-strength steel (HSS) and ultra high-strength steel (UHSS). Best Practices for High-Strength Steel Repairs (SPS09) will provide collision industry professionals with information on proper repair procedures designed to help ensure five-star crash ratings are not compromised during the repair process. The newly introduced course includes information on collision repair topics and procedures such as identification, properties, drilling, cutting, straightening, and pulling of the new high-strength steels. Other topics in the course include squeezetype resistance spot welding (STRSW), GMA (MIG) welding, MIG brazing, and riveting. Best Practices for High-Strength Steel Repairs fulfills New Technology training requirements for the Steel Structural Technician, Aluminum Structural Technician, Non-Structural Technician, Estimator, and Auto Physical Damage Appraiser roles within the I-CAR Professional Development Program. Individuals in the Steel Structural Technician role who have already fulfilled their New Technology training requirements in I-CAR ProLevel 1 may take Best Practices for High-Strength Steel Repairs and apply earned credit toward their I-CAR ProLevel 3 training requirements. n
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© 2011, Chrysler Group LLC. All rights reserved. Chrysler, Jeep, Dodge, Ram, SRT and Mopar are registered trademarks of Chrysler Group LLC.
Parts & People
May 2012
Page 21
Collision Repair Training Notes
Continued from page 20
• May 14-Advanced Material Damage Analysis • May 16-Hazardous Materials, Personal Safety, and Refinish Safety • May 17-Hail, Theft, Vandalism Damage Analysis • May 21-Exterior Panels Damage Analysis • May 23-Inspecting Repairs for Quality Control • May 24-Restraint Systems Damage Analysis • May 31-Movable Glass • June 4-Steel Unitized Structures Technologies and Repair • June 6-Refinishing Equipment and VOC Regulations • June 7-Vehicle Technology and Trends 2011 • June 11-Squeeze-Type Resistance Spot Welding • June 14-Automotive Foams • June 18-Advanced Material Damage Analysis • June 20-Surface Preparation and Masking • June 21-Hail, Theft, Vandalism Damage Analysis • June 25-Exterior Panels Damage Analysis
• June 26-Color Theory, Application, Tinting, and Blending • June 28-Restraint Systems Damage Analysis
Bellingham Technical CollegeBellingham, Wash.
• May 16-Vehicle Technology and Trends 2011
Progressive InsuranceBothell, Wash.
• May 7-Plastic and Composite Repair • May 14-Advanced Material Damage Analysis • June 4-Trim and Hardware • June 11-Hail, Theft, Vandalism Damage Analysis • June 25-Overview of Cycle Time Improvements for the Collision Repair
Wesco Autobody SupplyMountlake Terrace, Wash.
• May 19-Vehicle Identification, Estimating Systems, and Terminology • May 19-Exterior Panels Damage Analysis
Star Body Works-Medford, Ore.
• May 19-Surface Preparation and Masking • May 19-Color Theory, Application, Tinting, and Blending • May 19-Best Practices for High-Strength Steel Repairs
Robberson Ford-Bend, Ore.
• May 3-Refinishing Equipment and VOC Regulations • May 4-Surface Preparation and Masking • May 5-Color Theory, Application, Tinting, and Blending
Clackamas Community CollegeOregon City, Ore.
• May 23-Hail, Theft, Vandalism Damage Analysis • June 20-Corrosion Protection
Dehryl A. Dennis Professional Technical Center-Boise, Idaho
• May 8-Vehicle Technology and Trends 2011 • May 10-Overview of Cycle Time Improvements for the Collision
Sno Isle Skill Center-Everett, Wash.
• May 9-Restraint Systems Damage Analysis • May 16-Aluminum Panels and Structures Damage Analysis
Hannah Dealer GroupVancouver, Wash.
• May 14-Collision Repair for Ford and Lincoln Vehicles
• May 8-Aluminum Panels and Structures Damage Analysis • May 10-Steering and Suspension Damage Analysis • May 17-Advanced Material Damage Analysis • May 22-Inspecting Repairs for Quality Control • May 24-Collision Repair for Select High Volume Vehicles • May 31-Corrosion Protection
Kadel's Auto Body-Tigard, Ore.
• May 3-Hybrid Electric and Alternative Fuel Vehicles • May 8-Movable Glass • May 15-Advanced Material Damage Analysis • May 17-Hail, Theft, Vandalism Damage Analysis • May 22-Restraint Systems Damage Analysis • May 24-Best Practices for High-Strength Steel Repairs
Idaho State UniversityPocatello, Idaho
• May 5-Fault Code Retrieval, Diagnosis, and Testing Electronic Systems • June 6-Cosmetic Straightening Aluminum
College of Southern IdahoTwin Falls, Idaho
KEEP IT MINI
Do the job right the first time. Original MINI Parts maintain proper form, fit and function. Keep it genuine. Keep it MINI.
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• May 8-Adhesive Bonding • May 10-Refinishing Equipment and VOC Regulations • May 15-Surface Preparation and Masking • May 17-Detailing • May 22-Bolted-On Part Replacement • June 12-Squeeze-Type Resistance Spot Welding
Holiday Inn-Portland, Ore.
• May 11-Vehicle Technology and Trends 2011 • May 12-Electronically Controlled Steering and Suspension Systems
Auto Body Paint & GlassNampa, Idaho
• May 18-Refinishing Equipment and VOC Regulations • May 18-Waterborne Products, Systems, and Application
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Page 22
May 2012
Parts & People
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Industry professionals offer advice for shops before they sign DRP contracts
by John Yoswick Farmers Insurance raised some eyebrows last spring – and blood pressure – in the industry when it rolled out a revised agreement for shops participating in its direct repair program (DRP). In order to participate in the “Circle of Dependability” program, shops must sign a concerned that many shop owners sign the agreements without fully reading them – and having their managers and estimating staff read them as well. “They need to be equally informed,” she said. Bartnik recommends that shops pay particular attention to training or vendor requirements in the contracts that could result in mandated expenses or use of particular suppliers for some products or services. George Avery, a claims consultant with State Farm, acknowledged that DRP agreements can be confusing. That’s why he encourages shops to discuss any questions they have about the agreement with local claims personnel, and if their questions aren’t answered to their satisfaction, he encourages shops to bring those questions to the regional level or higher within the company. Andrew Rodenhouse, an attorney whose family “You’re not going over anyone’s operates a collision repair business, says he encourages shops to have all DRP agreements head,” Avery said. “Go up the ladder reviewed by a local attorney. to get the answers. I really encourage that.” contract that says they will, among other He also said an insurer might be able to things, perform criminal background checks provide more detail about its policies and of employees and not employ anyone who procedures that aren’t fully spelled out in has been convicted of a felony; purchase the agreement. As an example, Avery said, and use CSI services and an electronic the contracts usually have terms related to estimate auditing tool approved by Farmers; repair quality, but they may not spell out and charge Farmers based on the most what happens if a quality issue arises. That’s favorable rates offered to any other insurer. something shops may want to ask about. Farmers’ requirement that the shop must State Farm, for one, Avery said, has a at any time allow the insurer to inspect and written policy related to quality issues, audit the company’s books and records, though it’s not spelled out as part of the including balance sheets and income and DRP agreement. cash flow statements, is “especially Andrew Rodenhouse, an attorney whose galling,” one multi-shop operator (MSO) family operates a collision repair business in said. Grand Rapids, Mich., said he encourages In a press release last June, the Society of shops to have all DRP agreements reviewed Collision Repair Specialists (SCRS) noted by a local attorney. He cautioned that if that one element of the Farmers agreement anything an insurance company related to “disputed amounts” appears to representative tells you contradicts give the insurer the right to dispute shop something in the agreement, the written charges up to 30 days after being invoiced. terms will be what gets upheld in any If the insurer disputes a charge, that section dispute. of the agreement also prohibits the shop Bartnik and Avery agree that insurers from terminating the agreement for breach have made repairer-suggested changes to of contract unless the disputed amount their DRP agreements – not for individual exceeds $25,000. shops but for all on the program. Bartnik So what should shops be looking for and said Carstar has been able to work with thinking about when presented with a new insurers on some contract terms before or revised DRP agreement? And what are offering that DRP to its franchises, and their options if they don’t like some of the Avery said changes to State Farm’s terms being offered? agreement have resulted both from the insurer’s repairer advisory council and from The need to read feedback he’s received at industry Stacy Bartnik, director of field services gatherings. Continued on page 24 for the Carstar franchise network, said she is
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Parts & People May 2012 Page 23
Industry professionals offer advice for shops before they sign DRP contracts
Continued from page 23
“You know when an insurer’s agreement gets changed the quickest?” Rodenhouse said. “When you don’t sign them. If the contract is so horrible and no one will sign it, they still have to get their customers serviced, so they then have a real problem. So yeah, they do change them.”
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Avery, Bartnik, and Rodenhouse agreed that it can be frustrating to be asked to sign a revised agreement without being told what has changed. Avery compared that to when Apple’s iTunes users are periodically asked to re-agree to its terms of use. “I feel like they’re saying, ‘There’s a change in there somewhere. You find it,’” Avery said. In such cases, Rodenhouse said, the terms regarding pricing are often a good first place to look for changes. But he cautioned that the change could be seemingly more mundane, such as the jurisdiction in which any conflicts arising under the contract will be handled. But, he said, such a change can be potentially huge if it means a shop elsewhere in the country would be required to go to court in California (and find a California attorney) if a dispute arises. “That’s why it’s important to get someone who understands the ‘legalese,’ the boilerplate section, to explain to you what it means,” Rodenhouse said. “The State Farm indemnification clause, for example, is completely different from any other
indemnification clauses I’ve seen out there. So these contracts are all individual and unique.” Rodenhouse was asked what a shop can do if an insurer changes the key performance indicators (KPIs) it is looking for after the shop is already on that insurer’s DRP. If the changes aren’t acceptable, he said, the shop’s only option may be to drop the program. “If you don’t like what they are asking you to do, don’t do it,” he said. “It’s that simple.” Rodenhouse disagrees with those who complain about insurers’ requiring shops to conduct employee background checks and to make some shop financial data available for review by the insurer. He said in many professions, that is a common contract provision to protect those you are doing business with. “I don’t think that’s unreasonable at all,” he said. “It may be going a little too far if they want you to provide bank account statements. But maybe a credit report is sufficient.” The bottom line on DRP contracts, Bartnik said, is that shops need to look at each one they are considering rather than seeing them all as good or bad for their business. “You just need to understand that based on your business model, some may work great for you and others may not fit in well,” she said. “That’s why it’s really important to read them. You really have to look at them individually.” n
Assured Performance Network adds Nissan, Chrysler to rebate program
Irvine, Calif.—Assured Performance Network has announced that Nissan and Chrysler have been added to the 100 percent Write Rebate Rewards Program. Now, members can earn 100 percent Write Rebates from three auto manufacturers: General Motors, Nissan, and Chrysler. The 100 percent Write Rebate Rewards Program provides a rebate to body shops when they repair a vehicle using 100 percent OEM collision repair parts as defined by the program. The program is designed to provide an incentive for the shop to provide the highest level of fit, finish, durability, safety, and sustained vehicle value for the vehicle owner by using new OEM parts. The program also includes an exclusive “Certificate of Authenticity” for consumers verifying that 100 percent OEM parts were used to repair their vehicle. As an option, if the vehicle damage is already reported to Carfax, participating shops can report the repair information, which will help restore the value of the vehicle. General Motors and Assured Performance Co-Op Network launched the 100 percent Write Program in 2009. Since then, thousands of repair facilities have participated in the co-op program, earning millions of dollars in rebates. The entire program is administered through Assured Performance Co-Op, allowing shops to gain a direct reward without changing dealers, altering their normal parts procurement process, or changing their local discounts. Scott Biggs, of Assured Performance Network, said, “All elements of the 100 percent Write Program intend to provide an incentive and reward shops for using collision repair parts that ensure the fit, finish, safety, while maintaining the vehicle’s value.” n
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May 2012
Parts & People
Simple ‘green’ practices can increase energy savings for shops
by Rob Merwin four T-8s can reduce lighting costs by 40 Westminster, Colo.—Going ‘green’ and percent,” she said. saving energy costs doesn’t have to involve Downing Street Garage made lighting a lot of expense and time, and can be upgrades from T-12s to T-8s in 2010-2011 simpler to initiate than many shop owners might think, as they discovered recently during a shop management session and panel discussion, “Turning Green into ROI.” Shop Owner Rebecca Kirchdorfer, of Denver, focused on ways shops can incorporate “green” practices into their businesses during the recent Automobile Service Association of Colorado’s (ASA-CO) Independent Automotive Professionals Symposium in Westminster, Colo. “We’re in the midst of a Shops interested in going “green” should target low-hanging fruit first by identifying transformation phase and there are market drivers we need to pay attention areas that will cost the least amount of money and return the most in savings, says Rebecca and respond to,” Kirchdorfer said. Kirchdorfer, during her recent ASA-CO “Consumers are putting money where Symposium session and panel discussion. their values are.” In a survey of customers conducted by for $4,300 that, after rebates of more than Kirchdorfer and her husband and partner, $3,400 from Xcel Energy and the City of Douglass Kirchdorfer, more than 80 percent Denver, cost only $900. Projected annual said they favor their shop, Downing Street electrical savings are $700, Kirchdorfer said. Garage, which has won numerous awards Roger Worrick, an energy solutions for its green efforts, because it is an specialist for Progressive Energy Solutions, environmentally aware business, she said. said that by switching from fluorescents to a “Manufacturers are pushing green four-lamp T-8, shops can decrease wattage products, consumers are pulling green while improving light and increasing lamp products, states are requiring green life without the flickering and humming. processes, and companies and communities LED fixtures and retrofit kits are also are measuring and recording green available for existing fixtures. “They are practices. The smart business owners are more costly,” he said, “but shops will save paying attention and being proactive in more in energy costs with wattage as low as developing their own environmental plan,” 88 watts. LED has a certain pizzazz factor Kirchdorfer said, which will translate into — it all depends upon your needs, whether direct cost savings and more efficiently run it’s from an energy-savings viewpoint, a shops. maintenance perspective, or a marketing “Shops interested in going ‘green’ should position.” target low-hanging fruit first by identifying Burgesser said shops should not just pay areas that will cost the least amount of their utility bills, but look at their bills, money and return the most in savings,” she because energy-use trends such as peak said. Shops can be energy efficient by usages will become apparent on closer addressing lighting, heating, and cooling, or examination. Shop owners should ask by choosing products that take less time to themselves, “Why is that happening?” and stock and have a smaller environmental set corrective measures. “It’s also important impact, such as buying oil and antifreeze in to have goals, such as reducing energy costs bulk, Kirchdorfer said. by 5 percent for the coming year,” she said. She advised shop owners to seek out state Burgesser said her certification program certification programs in their communities requires the use of non-chlorinated brake because they will provide a framework and cleaner and she recommends using refillable step-by-step approach toward building an cans as opposed to aerosol. “The costs environmental plan. associated with using aerosol cans can be Panelist Janet Burgesser, program twice as much as refillable spray bottles, and coordinator for the Denver Department of it’s less toxic for your technicians,” she said. Environmental Health, said one of the first She also said environmentally friendly and foremost actions a shop can take to water-based aqueous parts washers, if used decrease energy use is retrofitting its properly, have a greater life expectancy than Continued on page 26 lighting. “Replacing four T-12 ballasts with
Parts & People
May 2012
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Simple ‘green’ practices can increase energy savings for shops
Continued from page 25
petroleum-based solvents. They are typically nonflammable and contain little or no VOCs, and instead of dissolving grease and solids, aqueous cleaners rely on heat, agitation, and soap action to break dirt into smaller particles. Although they clean differently, aqueous cleaners perform as well as solvents, Burgesser said.
Roger Worrick, an energy solutions specialist for Progressive Energy Solutions, says that by switching from fluorescents to a four-lamp T-8, shops can decrease wattage while improving light and increasing lamp life without the flickering and humming.
NTEA’s Green Truck Association announces technology councils
Farmington Hills, Mich.—The Green Truck Association (GTA) announced the formation of three technology councils to better represent specific segments within the green truck industry. Technology Councils operate under the GTA umbrella. GTA is an affiliate division of the NTEA – the association for the work truck industry. GTA Technology Councils and their purposes are: • Sustainable Integration Technology Council – advances the integration of, and resolves the technical communications for, upfitters of green technologies within the work truck industry. • Lightweight Materials Technology Council – brings together work truck professionals, technical experts, and government representatives as a means to compile information about the development and usage of lightweight materials in the
San Francisco—Gradient, an environmental and risk science consulting firm, has presented new data that shows metal exposure from use of laundered shop towels may exceed the permissible levels allowed in drinking water. Gradient presented a poster describing its findings at the annual Society of manufacture, specification, and operation Toxicology Annual Meeting and of truck equipment and related accessories ToxExpo, March 11-15, in San Francisco. for fuel efficiency; vehicle “right sizing”; The poster describes exposure to metals carbon reduction; operational longevity; on shop towels and compares the recycling; general mass-compounding; and exposure to toxicity criteria established increased payload. by governmental agencies. Millions of • Vehicle Electrification Technology manufacturing workers routinely use shop Council (VETC) – explores potential towels on the job. efficiency and performance benefits of According to the new research, vehicle electrification, and provides a manufacturing workers using a typical mechanism for identifying and promoting number of shop towels may be exposed to useful electrification technologies within metals such as lead, chromium, cadmium, the work truck market. To help facilitate and antimony at levels many times above increased adoption of work truck those allowed by the maximum electrification technologies, the VETC contaminant levels (MCLs) or, in the case facilitates education, works to remove road of lead, the action level (AL) for drinking blocks, and resolves identified issues. water. To learn more about GTA Technology The EPA promulgates drinking water Council initiatives as well as opportunities standards under the Safe Water Drinking for involvement, e-mail Act to protect public health. An MCL, or gtainfo@ntea.com. n AL for lead, is a legally enforceable limit
“Aqueous parts washers are also beneficial because it can decrease costs of hazardous waste removal,” she said. Kirchdorfer said her shop recycles 50 percent of all its waste, which results in less use of its dumpster and increased trash-hauling savings. She said the shop purchased a waste oil furnace in 1999 for $4,600, which paid for
itself in four years and yields an annual savings of more than $1,000. “There are a lot of things you can do in your shop that won’t cost a cent. It’s just a matter of putting mechanisms in place,” she said. Regularly checking for leaks in compressor lines can be beneficial because “a small compressor-line leak can
really increase a shop’s energy use,” Burgesser said. And something as simple as educating employees to turn off lights and equipment can save energy, she added. “If we can turn green practices into solid business practices, shops will have a positive effect on their bottom line and the environment,” she said. n
Metal exposure from laundered shop towels may exceed permissible levels
that drinking water must meet. Suppliers of drinking water such as municipalities must address exceedances of MCLs, or the AL for lead, by taking corrective action and informing consumers. “Our analysis indicates that shop towel users may unknowingly ingest higher amounts of metals than what is allowed in drinking water,” said Barbara Beck, Ph.D., DABT, principal at Gradient. “It is important for safety managers and plant workers to understand metal contamination levels in laundered shop towels so they can make informed decisions about their use.”
Workers might ingest metals from contaminated shop towels
As recognized by multiple federal agencies such as the EPA, people can transfer contaminants from their hands to their mouths and ultimately ingest the invisible residues. The new Gradient analysis presented at the Society of Toxicology meeting compares the potential for heavy metal ingestion from shop towels to levels that may be consumed in water at drinking-water limits. In the case of lead, daily intake from shop towels may be up to 21 times higher than the intake that would be associated with the lead action level. Freshly laundered shop towels have been shown to be contaminated with metal residues, which may transfer to the hand during common usage, and can migrate to the mouth and be ingested at levels that exceed those allowed in drinking water. The MCL and AL analysis advances Gradient’s research, which has been ongoing since 2003. Gradient has found that workers using the typical number of shop towels daily were exposed to seven metals — antimony, beryllium, cadmium, cobalt, copper, lead, and molybdenum — that may exceed health-based limits. The same study found heavy metal residues in all of the laundered shop towels tested. n
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May 2012
Parts & People
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May 2012
Page 27
Rod’s Japanese Auto Car has plans for further expansion
Continued from page 1
ready to go all-in and open my own business” he said. Schindler said he chose to specialize, focusing on Japanese vehicles, especially Subaru. “I saw the quality of the engines. I had a knack for them and they were built so logically. It all made sense.” Schindler said he borrowed his first
“Keep a car 15 years, and you’ll save an average of $31,000.”
$2,000 rent from his dad. He had hand tools, a Motor Vac, and no inventory. “I tooled up as needed,” Schindler said. “My rule was, if I needed to borrow a tool from someone more than twice, I bought it.” Eventually, he said, he bought a lot of tools, including a Snap-on Modus for diagnostics. Schndler said he orders his parts locally as much as he can from Northwest Honda, Rairdon Chrysler, Pioneer Ford, Jerry Chambers Chevrolet, Seattle Automotive Distributors, IMC, and WORLDPAC. He also uses the Wholesale Parts People, he added.
Schindler says a “It’s what the good portion of the Canadian customers undercar work he really want,” he said. performs is “We can offer that transmission repair service so much cheaper and replacement and than they get it in engine replacement. Canada.” For both, Schindler Schindler said the works with Foreign expansion of his Engines, based in business can be Lynnwood, Wash. attributed in large part “I’m still doing to the growth of social one or two engine media. “We’re on replacements every Facebook and Twitter,” couple of weeks,” he said. “We have he said. “Same with Foursquare check-in transmissions.” specials, too.” As Schindler He said that the recent nears his 10-year ATE Conference in anniversary, the Seattle turned him on to business is about to Technician Branden McGlauflin says his strongest social annual ATE training keeps them up grow from its media resource to date to date. current seven bays, — text-message two technicians and two service writers. marketing. He said he recently signed up “I’m looking at new locations in Mt. with a Seattle-based service, Tatango, a Vernon, Wash.,” he said. “I’m also connection he made at ATE, and they exploring a location over the border in already have passed 250 opt-in customers Canada.” receiving their weekly specials, and that Schindler said by year’s end, Rod’s number is growing daily. He said he Japanese Auto Care will also being offering expects they will have more than 1,000 by a front-end alignment and tire service. the fourth quarter of this year. n
PIFPro software is available with Epicor Integrated Service Estimator
St. George, Utah—PIFProshop management software, used in more than 400 automotive service shops around the country, is now available with the Webbased Epicor Integrated Service Estimator (ISE) solution from Epicor Software Corp. PIFPro is developed and marketed by ProfitBoost Software. By focusing on the specific job being performed, Epicor ISE enables users to quickly capture the parts and labor information needed to complete an estimate for nearly any automotive repair. The software provides one-click access to the EpicorPartExpert database of more than 7,500 manufacturer product lines – with coverage of 385 million vehicle applications – and offers immediate connectivity to thousands of leading parts distributors and retail locations. This provides real-time parts availability information and accurate pricing to ensure customer satisfaction while preserving the shop’s margin on every job. ISE also helps speed the repair through streamlined access to critical information and enables the user to suggest important add-on services, including model-specific scheduled maintenance, for increased sales. All parts, labor, and supplier pricing information can automatically be imported to the user’s estimates, work orders, and invoices. “The Epicor ISE solution streamlines the process of locating and providing accurate parts and labor information for nearly any repair, saving time and allowing the user to provide a superior customer experience,” said Scott Johnson, president of Sales and Marketing for ProfitBoost Software. “This new capability further enhances PIFPro software’s ability to help increase efficiency at the service counter, capture more service opportunities, and improve profitability.” “Our Web-based architecture allows leading software developers such as ProfitBoost to deliver a smooth user experience by connecting the functionality of their shop platforms with ISE’s many exclusive features,” said Paul Salsgiver, executive vice president and general manager of Retail Software for Epicor. In addition to the Epicor PartExpert database, ISE offers almost instantaneous access to a comprehensive aftermarket flatrate labor guide, repair jobs database, parts interchange, and VIN decoder. n
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LeMay-America’s Car Museum celebrates grand opening with fanfare
by Jerold B. Smith After the death of Harold LeMay, with Tacoma, Wash.—The long-awaited assistance from family members, a opening of LeMay-America’s Car dedicated board of directors and a staff of Museum (ACM) will take place June 1-3, professionals, the museum began its at the 165,000-square-foot, state-of-the-art journey to become what will now be facility which is expected to draw more known as LeMay-America’s Car Museum, than 425,000 visitors annually to the world’s largest private collection of classic vehicles. The celebration begins June 1, with evening parties inside the glass-clad museum. Partygoers will have the choice of three dinner party themes: “Great Gatsby,” featuring Duesenbergs, This 1916 Pierce Arrow Brougham will be one of hundreds of Lincolns, and other classic, custom, and racing vehicles on display at LeMayAmerica’s Car Museum in Tacoma. Gatsby-esque cars, in the Showcase Gallery with a view of downtown Tacoma; “Start located adjacent to the Tacoma Dome near Your Engines,” for fans of Formula One, Interstate 5. NASCAR, LeMans, or Indy cars, on the Under the direction of former college museum’s second floor; and “Sock Hop,” president David Madeira, ACM president featuring cars of the 1950s. An and CEO, fundraising and project “Afterglow” post-dinner event will open development over several years has up the entire museum to attendees. resulted in what many automotive On June 2, the all-day official grand enthusiasts around the globe are calling opening will feature an outdoor car show the most dynamic collection and museum and tours of the 3.5-acre, $60 million facility in the world. facility. Another car show and other While some 500 collector vehicles, festivities will continue June 3, wrapping from early automobiles to racers to up the weekend-long opening. motorcycles, will be on display at all times at ACM, the facility will also be an important link to the community, the automotive trade, and educational institutions. The museum features a collector car center, galleries, banquet halls, meeting rooms, an outdoor show area, car storage, and a restaurant. Groups ranging from collector car clubs to automotive trade organizations to corporate groups already have plans for meetings and dinner events The exterior of LeMay-America’s Car at ACM. Museum features extensive glass walls and a walk-around viewing area. In addition, the museum has an aggressive education program for students Harold and Nancy LeMay, of Tacoma, ranging from kindergarten to fifth grade amassed the largest private collection of and beyond. Students will learn about the vehicles and automotive artifacts in the history of automobiles, the physics of cars, world over the years, according to the and a myriad of other details in formalized Guinness Book of World Records. More education programs that ACM will offer than 3,000 cars, trucks, and other schools, including teacher materials. motorized vehicles were in the collection. ACM officials said the total direct In 1998, the LeMays founded a charitable impact of development in Pierce County organization to allow the public to view was $204 million, including the the vast collection and establish the employment of more than 800 workers Harold E. LeMay Museum. Continued on page 30
Parts & People
May 2012
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LeMay-America’s Car Museum celebrates grand opening with fanfare
Continued from page 29
during the construction process. ACM will have an annual operation budget of $7.3 million, and the impact on the Tacoma and greater Puget Sound region will range in millions of dollars each year, museum officials said. Of the estimated 425,000 annual global visitors, ACM officials said more than 155,000 of those will be overnighters. The economic impact from ticket sales, hotels,
Inside the LeMay-America’s Car Museum are various galleries and gathering areas similar to the one shown here.
restaurants, and other visitor expenditures will be more than $34 million annually, officials said. Some of the vehicles that will be on display at the ACM will include a 1916 PierceArrow Brougham, a 1921 Ford Model T, a 1927 LaSalle 303
Roadster, a 1932 Auburn 8-100A, a 1941 Indian Four, a 1959 Chrysler 300 E, a 1963 Chevrolet Corvette Sting Ray, a 1971 Oldsmobile 442, and a 1983 DeLorean DMC. The displays will also include racing vehicles, George Barris Kustoms, trucks, motorcycles, and specialized vehicles. For complete details on ACM and its facilities, as well as information on the grand-opening events, visit www.lemaymuseum.org. n
Hundreds attend VMMC 2012 to network and participate in training
by James Lengell Shoreline, Wash—The 61st annual Vehicle Maintenance Management Conference (VMMC) at Shoreline Community College, March 27-29, offered many seminars that were attended by hundreds of fleet managers, technicians, product line representatives, students, and instructors. Gene Jakubczak, 2012 VMMC chair, as well as Fleet Services director for the City of Spokane, believes the future of the show is bright. “The continued success of our conference is based on a unique combination of formal training programs,
Tuesday’s panel discussion, “Propane Autogas: Alternative Fuel’s Best Kept Secret: Frequently Un-Asked Questions You Need To Know,” was presented by Blue Star Gas, the flagship fuel provider of the national Alliance Autogas network.
From l., Blue Star Gas Plant Manager Scott Cooley, Director of Sales Brett Flanigan, and Area Manager Chris Fleming look forward to participating in an afternoon panel on “Propane Autogas.”
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Page 30 May 2012 Parts & People
depth training taught by experts in their respective fields. This year’s seminars were offered from companies that included PulseTech Products Co., Ford, Bridgestone Bandag Tire Solutions, Allview Services, Terex Utilities, SnapOn Industrial, Michelin, Alcoa, Clean Energy Fuels Corp, Navistar, Inc., CARQUEST, Force America, Bendix, Polaris Lab, Cummins Filtration, ACDelco, Rousch Clean Tech, and Allview Services, among others. Blue Star Gas, the West Coast fuel provider of the national Alliance Autogas network which helps fleets switch from gasoline to propane, presented a Tuesday panel, “Propane Autogas: Alternative Fuel’s Best Kept Secret: Frequently Un-Asked Questions You Need To Know.” The panel included Chris Case from the Washington Department of Transportation; Matt Sambettera, president of American Alternative Fuel; and Alex Racz, president of Carburetor Connection, both Alliance Autogas partners. As part of the panel, Blue Star showcased an auto-gaspowered Dodge Charger and a Transmission Remanufacturing, represented by Dale Ford Crown Victoria Police Taft and Tami Shockley said the classes and seminars available at the conference were outstanding. Cruiser. n
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open-forum panel discussions, roundtable discussion groups, and informal exchanges during the breaks among attendees.” Jakubczak said one of the best ways to learn is through interactions with industry peers. “By communicating with people who are in similar situations, you can acquire information that relates directly to your situation,” he said. “At the VMCC, that’s exactly what is happening. People are meeting people, exchanging ideas, and learning from each other’s experience.” Jakubczak said the VMMC provides in-
Northwest SUV of the Year competition determines the best of the best
by Jerold B. Smith Snoqualmie, Wash.—The 17th Northwest SUV of the Year Competition, presented by the Northwest Automotive Press Association (NWAPA), was held March 27-29, at the 315acre DirtFish Rally School, 30 miles east of Seattle. Affectionately known as Mudfest, the 2012 event was designed to extensively test and score SUVs and related vehicles in on- and off-road driving The 2012 Land Rover Evoque being tested at the conditions and present awards Northwest SUV of the Year competition. to automakers that NWAPA members deem the best of the best. road courses designed to test how each Twenty-six automotive broadcast and SUV or crossover performed in gravel, print journalists from Washington, mud, and water conditions. At the end of Oregon, and British Columbia spent the the day, NWAPA members presented first day of the contest performing road their final scores to judges and the testing and course driving to determine winners in four categories, as well as the capabilities of each of the 25 entries, overall winner, were determined. scoring on vehicle seating, handling, In the Compact category, entries cargo capacity, braking, technology, and included 2012 models of the Honda CRother pertinent issues. V, Kia Sportage, Mazda CS-5 (2013), The second day of the event focused Mini Countryman, Nissan Juke, Subaru on off-road driving activities to Impreza, and Volkswagen Tiguan. determine ride and handling The Family category had the Acura characteristics of each vehicle on offRDS (2013) and 2012 models of the Mazda CX-5 (Compact), the 2013 Acura RDX (Family), the 2012 Land Rover Evoque Coupe, and the 2012 Jeep Wrangler Unlimited (OffRoad). The Northwest SUV of the Year, as judged by journalists, was the Land Rover Evoque. The Evoque, a new entry into the crossover market, offers unique styling and an amazing 2.0-L turbocharged engine that produces 240HP and 250 lb.-ft. The 2012 Jeep Wrangler Unlimited Rubicon was the of torque. The tested unit had a top off-road performer at Mudfest 2012. six-speed automatic Chevrolet Tahoe, Dodge Durango, Ford transmission with paddle shifters and 19Explorer, Kia Sorento, Mitsubishi inch tires. With its Dynamic Stability Outlander, and Subaru Forester. Control, Roll Stability Control, and Hill Luxury category 2012 models included Decent Control systems, the Evoque the Acura RDX, BMW X6, Cadillac performed well in on-road conditions and SRX, Jeep Grand Cherokee, Land Rover offered exceptional performance in offEvoque, Mercedes-Benz ML550, road conditions. Volkswagen Touareg VR6, and the Volvo The advanced suspension technologies SC60 R-Design. on the Evoque, including four-channel Rounding out the category were Offall-terrain, anti-lock brakes and the Road entries of the Jeep Wrangler control systems noted above, also Unlimited, Land Rover Range Rover, included independent front and rear strut and Nissan Xterra. suspensions with long-travel coil springs Continued on page 32 Category winners were the 2013
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Northwest SUV of the Year competition determines the best of the best
Continued from page 31
and anti-roll bars. The lightweight but substantial suspension systems provided genuine ride control, especially in hardcore off-road conditions. For off-roading, it is difficult to beat the rugged, but surprisingly comfortable Jeep Wrangler Unlimited. The Rubicon 4X4 model entered at Mudfest is unquestionably one of the toughest off-road vehicles
The 2013 Acura RDX was voted the Best Family SUV at the Northwest SUV of the Year competition.
ever manufactured. With a 3.6-L V-6 engine and featuring Electronic Stability Control, four-wheel anti-lock brakes, Hill Start Assist, 17-inch off-road tires, trilink electronic locking rear differential, transfer case skid plate, sway bars, and plenty more, the Wrangler Rubicon is a real-world performer in off-roading. Both the Acura RDX and Mazda CX-5 are excellent vehicles in their own right. They performed well and were hailed for comfortable rides and superb on- and offroad driving capabilities. n
In the Compact category, journalists voted the 2013 Mazda CX-5 as the top vehicle at Mudfest 2012.
Mechanical Repair Training Notes
CARQUEST Technical Institute
To register, contact the local CARQUEST store or visit http://carquest.com/carquest/ proCTIclassSchedule.html
Location TBD-Spokane, Wash.
Renton Technical CollegeKent/Freemont/Bellevue, Wash.
Location TBD-Vancouver/Portland/ Interstate, Ore.
• May 31-New Vehicle Technologies: Coolants
Location TBD-Eugene, Ore.
• May 15-17-DSL-500 Ford 6.0 & 6.4 Power Stroke Diagnosis
Location TBD-Gresham/ Portland Eastside, Ore.
• May 21-Used Hybrid Parts: What to look for in used and/or reconditioned components. 7-8 p.m.
• May 14-15-DSL-500 Ford 6.0 & 6.4 Power Stroke Diagnosis
Location TBD-Yakima, Wash.
• May 7-Essential lab-scope Usage • May 9-Essential lab-scope Diagnostics
Location TBD-Salem, Ore.
• May 22-24-Advanced Diagnostic Challenge
Location TBD-Albany, Ore.
Northwest Automotive Technicians Society Training
There are no fees to attend. Interested parties can contact Jay Kuykendall at 503737-9501 or Marlin Good at 971-221-6791 or e-mail nwautotechs@nwautotechs.com.
Clackamas Community College, Automotive Shop-Oregon City, Ore.
• May 16-17-Vehicle Data Network Diagnosis
Location TBD-Everett, Wash.
• May 8-Essential lab-scope Usage • May 10-Essential lab-scope Diagnostics
Location TBD-Portland w/Tigard, Ore.
• May 24-Tire Pressure Monitoring Systems: Update
Location TBD-Pocatello, Idaho.
• May 30-New Vehicle Technologies: Fluids & Lubricants
• May 8-10-Advanced Diagnostic Challenge
• May 21-22- Advanced Diagnostic Challenge
Location TBD-Boise, Idaho.
• May 16-NATS Meeting: Transducer Testing
WHEN YOU DON’T HAVE TIME FOR WRONG PARTS!!
Electronic Fuel Injection (EFI) University Training
The EFI Tuning Workshop is designed to help novice and moderately experienced tuners gain the essential knowledge and hands-on experience to move to the next level of tuning. For more information call 909-461-9106 or visit www.efi101.com.
Pina Motorsports-Kent, Wash.
• May 23-New Vehicle Technologies: Fluids & Lubricants
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RLO Training
For more information on these online Workshops, call 800-755-0988 or visit www.rlotraining.com. All times are PST.
RLO Training CenterFederal Way, Wash.
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Hunter Engineering Training
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Seattle Training Center-Seattle
WORLDPAC Training Institute
WTI provides advanced level diagnostic training for independent repair technicians, and training in the management of the repair shop business. To register, call 800-888-9982 ext. 5559 or visit www.worldpac.com/wti.html.
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For more information and to register, visit www.go2hev.com, e-mail training@go2hev.com. All times are EDT.
Webinars
• May 19-20-Mini R56 Complete Vehicle
ACDelco Training
For more information, visit www.acdelcotechconnect.com.
South Puget Sound Community College-Olympia, Wash.
• May 14, 30-Second and third of three part series-Diagnosing Hybrid Vehicle Electric Machine (transmission failures) using the AT33EV, 7-8 p.m.
• May 22, 23, 24-Advanced Drivability Diagnostics n
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Parts & People
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The automotive aftermarket is a great industry. From small repair shops to world-class
manufacturers, the industry comes in all sizes and shapes. The one thing everyone shares in common is the endless opportunities that are available. Join us for the 2012 Global Automotive Aftermarket Symposium (GAAS) as we celebrate this great industry with an outstanding educational program and the opportunity to network with the leaders of our industry.
You can save $200 when you register by April 13, 2012.
Register at www.globalsymposium.org and review the latest agenda for this year s event.
Polk is the corporate sponsor of the Global Automotive Aftermarket Symposium GAAS is made possible through the generous support of the University of the Aftemarket Foundation Presented by:
Media Partners:
Media Supporters: Motor, Parts and People
www.globalsymposium.org
PP0212S
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May 2012
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Toyota’s 2012 Camry Hybrid is an eco-friendly vehicle with personality
by Dan Buxbaum With regards to Toyota’s all-new, 2012 Camry Hybrid, we’ll cut right to the chase: We love it, and would not hesitate to recommend it to anyone in the market for a new vehicle. Our appreciation for the ecofriendly family runabout can be summed up in its over-abundance of a single trait: Personality. Our tested 2012 Toyota Camry XLE Hybrid is the best effort we have found yet in combining efficiency with practicality and a fun-to-drive nature. With more than 9.7 million Camrys sold in North America since the model’s stateside debut in 1983, Toyota has worked hard to make their best-selling flagship more powerful, efficient, refined, and versatile. Beginning with the drivetrain, all 2012 Camry Hybrid models benefit from a new hybrid system, featuring a 2.5-L, fourcylinder engine, which delivers a combined (gasoline and electric) 200 HP and up to 43 MPG in the city. The gasoline engine employs a process known as the Atkinson Cycle, which optimizes the duration of the engine’s four strokes for heightened efficiency. In addition, an entirely beltless engine design is utilized, and the gear-driven propels the 3,441-pound XLE from 0-60 MPH in a claimed 7.6 seconds. Notwithstanding its excellent power delivery, our Camry XLE still averaged 37.6 MPG on regular unleaded gasoline. Although this was slightly shy of the EPA’s 40/38 city/highway rating for the XLE, we did occasionally average upwards of 60 MPG The 2012 Toyota Camry XLE Hybrid combines in stop-and-go traffic. efficiency with practicality and a fun-to-drive nature. In terms of overall handling dynamics and refinement, we balance shaft is coated with a low-friction find the new Camry Hybrid to have a resin. German luxury car feel. Toyota’s engineers The 2012 Camry Hybrid’s overall curb have worked extensively on the 2012 weight has been optimized, as well. Camry’s chassis tuning, resulting in a According to Toyota, total weight loss over communicative, stable demeanor. the previous generation Hybrid is more than The XLE Hybrid’s cornering attitude is 200 pounds. especially flat and composed, working We find these advancements, channeled through a four-wheel independent through an excellent Continuously Variable suspension and low-rolling-resistance, Transmission (CVT), translate to a 215/55 R17 all-season tires. positively stunning surge of acceleration at Inside, Toyota says they have worked any velocity. hard to increase passenger volume, as well Working in tandem with the 105 kW as improve driver ergonomics. Passenger electric motor’s 199 lb.-ft of instantlyvolume for the Hybrid registers a available torque, the efficient drivetrain substantial 101.3 cu. ft. (with moonroof), resulting in excellent head, knee, and leg room, both fore and aft. Our tester’s optional heated front seats are large, comfortable, and provide excellent support during spirited driving. Luggage space is excellent as well at 13.1 cu. ft., thanks to a forward-biased relocation of the Hybrid’s Sealed Nickel-Metal Hydride (Ni-MH) battery pack. Our test car’s optional premium HDD navigation system with Entune features an easy-to-use, seven-inch touch-screen interface, and provides excellent sound reproduction through 10 JBL GreenEdge speakers. We find Entune to be a technological marvel, networking with cellular technology for connectivity to Pandora Internet radio and OpenTable restaurant reservations, among others. Checking off nearly every available option box, our well-equipped 2012 Toyota Camry XLE Hybrid rang in at an economical $34,547, including destination fee. Packed with more power, efficiency, refinement, and personality than its predecessor, we find the 2012 Camry Hybrid hard to fault, and render it a “mustdrive” for anyone in the market. n
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Cooper’s Keys to Auto Repair Profits
Measure your customers’ satisfaction the right way
Far too many auto repair shop owners don’t measure customer satisfaction. It’s not that they’re not interested in the results, but rather that they’re not exactly sure how to do it. Unfortunately, the price they pay for not measuring their customer satisfaction is often Bob Cooper staggering. To make matters worse, the Gallup Association has released a report concluding that most of the ways used to measure customer satisfaction are beyond bad; they’re actually worthless. As a business owner, I am sure you will agree that your Customer Satisfaction Index Goal (CSI) needs to be 100 percent. You also need to establish a minimum level of acceptable performance with your team that is set no lower than 95 percent (with the understanding that your employees can begin to earn CSI rewards on an incremental scale once they pass the threshold of 97 percent). Now here’s where most shop owners get into trouble: they’re not sure what counts as a point against the CSI score. I realize that there are many different ways to measure customer satisfaction, and many of our clients have some relatively well-designed systems in place. But if you’re just looking for a simple, easy-to-use method, here it is. At Elite, we recommend that you classify any comeback or customer complaint as a “failure”, and you should count that failure against the car counts for the measured period. For example, if you process 100 vehicles, you should not incur more than five complaints, including any comebacks due to mechanical problems that were not solved during the initial visit, were misdiagnosed, or were simply overlooked. If the vehicle was repaired six months ago, and it fails today, it still needs to be considered as a failure for the current period, even though your existing employees may not have had any control at the time the service was originally provided. The rationale is twofold. One, the failure will be offset by any poor work done today that may not fail for months to come. The second reason it should be considered a failure for the current period is that your income statement is blind to what, where and when. All that we do know is that the comeback is a failure today. Part failures also need to be counted against the CSI score. Not only is your financial statement blind to part failures, but your overall CSI score should take a reasonable percentage of part failures into consideration. So warranty claims, mechanical failures that include part failures, customer neglect (i.e., we failed to educate them on their responsibility) and so on are easy to classify as failures with this type of CSI scoring. Things become more subjective when you are placing customer follow-up calls. I would highly recommend that you ask every customer, “How did we do?” If the response is positive, and they have nothing critical to say, it’s reasonably safe to conclude that the customer is a happy customer. Otherwise, it’s a failure. So what we need to strive for are fewer comebacks, zero complaints (customer returns with dirty carpet, upset the vehicle wasn’t done on time, felt your prices were too high, etc.) and follow-up calls that end with your customers saying they were pleased. Although you may have to massage the percentages and the criteria a bit, this method is a great starting point for you and your company, and is fair to both you and your employees. You should also ensure that all of your employees know that if there are any comebacks, or complaints that are knowingly not reported, there will be a substantial penalty toward any reward they may be entitled to. If an employee is guilty of not reporting a complaint or comeback a second time, they go on report. A third failure to report should be considered grounds for immediate dismissal. You need to make sure all your people understand that openness and honesty in reporting are critical to improvement. Also let them know that their income, along with the success of your company, will always be predicated on continual improvement. Lastly, I would like to leave you with a couple of thoughts. Far too many companies complicate their methods of monitoring and measuring customer satisfaction. They typically follow up with their customers, and they ask a series of predetermined questions. Rather than asking customers questions that are based on our interests, we should let the customers share their thoughts in any way they would like, and they should be able to address any part of their customer experience. Many shops and dealerships feel that anything less than 100 percent is completely unacceptable, and I have to politely disagree. Here’s why. First of all, the system I just outlined allows for a 4percent failure rate that takes part failures into consideration. Until we have perfect parts and perfect people, we will always see at least some failures. In addition, we know that no matter how hard we try, there will always be some customers whom we just can’t satisfy. No one put it better than Bob Lutz, the past vice president of GM’s European Division and the past co-chairman of Chrysler, who once said, “It is our goal to satisfy 100 percent of the satisfiable customers.” Please note that he said, “satisfiable.” As your next step, take this plan, put it into place, and you will be on the road to building a more profitable, successful business, while generating happier customers at the same time. On that, you have my promise. ........... For the last 20 years, Bob Cooper has been the president of Elite Worldwide Inc., an ethics-based company that offers shop owners sales, marketing, and management solutions in the form of downloadable audio training courses, seminars, and webinars, coaching services, and service advisor training. You can contact Cooper at contact@eliteworldwidestore.com, or at 800-204-3548. n
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People & Places
compiled by Jerold B. Smith Parts in LaPine, treasurer. Bob Anderson and his partner, Glen Jones, at AJ’s Auto Repair in Salem have much to be proud of as the shop was recently named one of the 2012 100 Best Green Companies to Work for in Oregon by Oregon Business Magazine. The shop was recognized for its green policies and exceptional employee environmental and recycling practices. The awards ceremony will be May 31, at The Nines Hotel in Portland. John Randall recently became the general manager of the NAPA Portland Distribution Center (DC). He has been with NAPA for 24 years and returns to the Northwest after serving as general manager at the Omaha, Neb., DC. Prior to that, Randall held sales manager positions in Salt Lake City and Dallas, where John Randall is the new general he also spent nine manager at the years as operations NAPA Portland manager. An Oak Distribution Harbor, Wash., native, Center. he said he is excited to be back in the Northwest. “Portland has always been a leader and a Top 10 NAPA location,” he said, adding that the DC serves 107 independent jobbers and nine company-owned NAPA stores. leaders by a panel at the 2011 Global Automotive Aftermarket Industry gathering in Chicago. The Boyd Group Inc. of Toronto recently announced that it has acquired a 12,200-square-foot collision repair facility in Marysville that will now operate under the Gerber Collision & Glass trade name. The group currently operates 139 collision shops in the U.S., including 12 in Washington. Boyd is the largest operator of collision repair facilities in North America, operating under several trade names in western Canada and 14 states. Muffler and exhaust system service facilities in the state are being cited by the Washington State Patrol (WSP) for not identifying the source of catalytic converters they replace on vehicles. In an effort to stop thefts of catalytic converters, WSP has issued citations to muffler, exhaust, and repair shops, as well as core buyers and scrap metal operators for having unidentified converters in their possession. Citations are $100 per used catalytic converter. For additional information, contact the Auto Recyclers of Washington at arow@isomedia.com. Of the more than 759,000 automotive technicians in the U.S., 20 outstanding individuals have qualified for the prestigious 2012 World Class Technician Award. The Automotive Aftermarket Industry Association (AAIA) and the National Institute for Automotive Service Excellence (ASE) worked together to recognize those professional technicians who tested and obtained ASE certifications in 22 specialty areas during the 2011 ASE test period. The only Northwest recipient of the award was Timothy Feldhaus of Kettle Falls. In the past 26 years, only 1,833 technicians have been honored with the award. AAA Washington and Club Assist recently hosted the 2012 Regional Battery Service Skills Challenge, presenting the
Battery Service Technician Award to Stuart Curry of Bethel Towing in Port Orchard. Seven auto technicians
OREGON
Portland Transmission Warehouse (PTW) will present its 30th
annual Spring Classic Auto Exhibit & Gathering on May 12, in Portland. The event, which is staged on several blocks around PTW at Southeast 11th and Clay streets, draws more than 1,000 customs, rods, classics, motorcycles, and other specialty vehicles. It is open to all participants and has no entry fees. For details, call 800-444-4556. PTW’s Ross Bradshaw was elected president of the Northwest
Automotive Trades Association
WASHINGTON
After years of planning, fundraising, and construction, LeMay-America’s Car Museum (ACM) will stage its grand opening June 1-3, in Tacoma near the Tacoma Dome. The state-of-the-art museum is expected to draw more than 425,000 global visitors each year to the largest private collection of classic cars in the world. For details on the museum and tickets for the grand opening events, visit www.lemaymuseum.org. (See related article, p. 29) After two years of deliberation, the
Metropolitan King County Council
(NATA) at its March board meeting. He succeeds Bob Anderson of AJ’s Auto Repair in Salem, who served as president of the group for several terms. Other new NATA officers are Mary Ann Trout, coRoss Bradshaw owner of Hillsboro of Portland Auto Wrecking, vice Transmission Warehouse is the president; Rick Field new president of of Salem the Northwest Transmission, Automotive secretary; and Scott Trades Asla of S&S Auto Association.
has approved a process for redeveloping the 52-year-old Pacific Raceways (PR) in Kent. The 327-acre motorsports track would get a privately financed $130 million upgrade under plans proposed by PR President Jason Fiorito. The plan includes major improvements to the drag strip and road-racing course, as well as adding 1 million square feet of retail, office, shopping, light industry, and racingrelated manufacturing facilities. More than 860 permanent jobs would be created at the site, in addition to some 300 temporary construction jobs. The project is estimated to begin in three years. Officials in nearby Kent and Auburn say the improvements will attract more racing events and increase revenues at restaurants, hotels, and other businesses in the area. The Professional Automotive Training Center at Shoreline Community College (SCC) recently held a gathering of industry and education specialists to explore how the two entities can work together to bridge the gap between today’s realities and tomorrow’s demands for training, education, and employment. Sponsored by the National Coalition of Certification Centers (NC3) and Snap-on Tools, a roundtable discussion included officials from Snap-on, Boeing, Royell Manufacturing, education officials from Miramar Community College (San Diego), Gateway Community College (Wisconsin), Francis Tuttle Technology Center (Oklahoma), and officials from local colleges SCC, Edmonds Community College, and Lake Washington Technical Institute. “This was a groundbreaking event,” said Roger Tadajewski, executive director of NC3. “We have college presidents, national industry leaders, and local manufacturers all talking about how to work together.” The value of NC3 was presented to automotive industry
from across Washington state and northern Idaho competed in the challenge, which evaluated their response to a mock-up scenario that included an in-bound call for assistance with a dead battery. Curry was awarded $1,500 for finishing in first place. The Action Autoparts chain, headquartered at its Shoreline store with outlets in Everett, Lynnwood, and the Greenlake District of Seattle, has been acquired by Portland-based Baxter Auto Parts, Action Owner Joe McIntosh said. Along with partner Del Lowell, whose interest in the company was bought out
Continued on page 37
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heritage of PRI Trade Show and PRI Magazine. years ago, McIntosh founded the last Transtar Industries, Inc. announced remaining independent auto parts chain in that it has acquired the assets of Cadco the region in 1963. McIntosh remains the Products, a supplier of original owner of Action Machine, a longtime equipment (OE) and high-performance automotive machine shop located adjacent transmission parts. The addition of the to the Shoreline store and managed by Rob Cadco location in Columbia, S.C., increases the number of Transtar locations Estes. All employees of Action will remain with the Baxter group except in North America to more than 75. McIntosh and Mark Thompson, a 40Transtar has also recently acquired the year office employee who will also work at assets of D&E Automotive, a supplier of the machine shop operation. original equipment (OE) and aftermarket Carriage Case Collision Center in transmission replacement parts. D&E has Kenmore has become a Fix Auto USA six locations throughout the Midwest. franchise and is now operating as Fix Volkswagen of America has broke ground on a new $40 million, 400,000Auto Northshore, said Owner Jeff Schoonover. The shop becomes the sixth square-foot parts distribution center franchise in the Seattle area for Fix Auto in the Roane Regional Business and and the 12th in the Northwest region. “I’ve Technology Park in Roane County, watched Fix Auto gain significant Tenn., adding dozens of jobs and millions momentum in the Seattle area over a short of dollars in economic impact to the period of time,” Schoonover said. “The Knoxville-Oak Ridge Innovation Valley. caliber of Fix Auto shops in my market is The automaker will have a 55-acre unparalleled. I am confident that together presence in the City of Kingston. The will be unstoppable.” facility, which is expected to employ nearly 50 people, will begin as a redistribution NATIONAL center to service warehouses and will later Performance Racing Industry expand to include a parts distribution (PRI), producers of the motorsports center. The parts distribution center will business magazine and trade show, serve more than 100 dealers in the finalized plans to be purchased by the surrounding regions, as well as throughout Specialty Equipment Market the U.S., Canada, and Mexico. The Roane County center is expected to start Association (SEMA). With more than 20 years of publishing and management distributing domestic auto parts for the experience at PRI, John Kilroy will serve Chattanooga-made Passat and other as vice president/general manager of PRI vehicles by early 2013. and assume day-to-day operations for the OEConnection LLC, the parts egroup. All the operations, employees, and commerce technology leader for OEM offices will remain intact at PRI's current distribution networks, has announced that it location in Laguna Beach, Calif. The 25th has been chosen by Volkswagen of Annual Performance Racing Industry America Inc. (VWoA) to support its Trade Show will take place Nov. 29-Dec. 1 ongoing collision programs. Under the in the North/South Building of the Orange agreement, OEConnection will conduct County Convention Center in Orlando, Fla. field visits to thousands of collision repair It will feature exhibits by 1,100 racing facilities and hundreds of Volkswagen companies in 3,100 booths, requiring dealers throughout the U.S. to promote the 700,000 square feet to house the event. VW Genuine Advantage Parts Program. Some 38,000 buyers will attend from OEConnection field consultants will across the U.S. and 72 countries. SEMA educate and train Volkswagen dealers and plans to maintain the racing identity and their wholesale body shop accounts on CollisionLink, the online parts ordering and fulfillment solution from OEConnection, which was selected by VW in 2010 to automate its discount parts program and help VW dealers compete with aftermarket parts suppliers. Magnum Gaskets is doubling its design, manufacturing, and packaging SEMA has purchased Performance Racing space by relocating to a new facility in Industry (PRI), producers of the Pinellas Park, Fla., due to the success motorsports business magazine and trade of its recently introduced, premium-quality show. SEMA plans to maintain the racing aftermarket gasket line. For almost 20 identity and heritage of PRI Trade Show and PRI Magazine. years, Magnum’s parent company, Modern
Continued from page 36
Silicone Technologies Inc. (MSI), has been manufacturing valve cover, oil pan, and manifold gaskets for major aftermarket brands and OE service at its plant in Clearwater, Fla. The Motor & Equipment
Remanufacturers Association
Bendix was recognized for product innovation excellence by the Automotive Distribution Network at its 2012
(MERA) and its members have announced a new Remanufacturing Section for the 2012 AAPEX Show, Oct. 30-Nov. 1, in Las Vegas. The new section, centrally located on the main show floor, will be available to remanufacturer, supplier, and affiliate members of MERA. Exhibits will focus on the economic, environmental, and product performance benefits of remanufactured motor vehicle components.
Mobile Air Conditioning Society
Network National Convention in Las Vegas. During the convention’s closing festivities, the Bendix team was presented with the award for exceptional innovation for its “hardware in the box.” The innovation, inspired by customer needs, contains everything necessary for a brake job – including clips, brake lube, noise insulators, wire sensors, and abutment kits — within each premium friction line product.
Continued on page 38
(MACS) Worldwide has set a new direction for the annual MACS training event and trade show, Feb. 7-9, 2013, at the Caribe Royale All Suite Resort and Convention Center in Orlando. Restructuring of the MACS annual training event is in response to changing market conditions in the mobile A/C aftermarket, and is an effort to deliver markedly enhanced ROI for exhibitors, while continuing to offer the annual training and networking opportunity for A/C specialists from the U.S. and other countries.
From l., Mike Lambert, president of the Automotive Distribution Network, presents the award for product innovation excellence to Chris Sumrell, manager of Group Sales for Honeywell Friction Materials, and Jim Kelley, director of Sales, Americas, for Honeywell Friction Materials.
• OE-QUALITY, FIT AND FUNCTION
The right part, the right fit. Better dependability and quicker, easier installations.
Jet Chevrolet
• Same-day /Next-day delivery to most areas • Low cost shipping to Alaska Federal Way, WA Parts Phone: 800-257-6655
• ENGINEERING
Each GM Powertrain component incorporates the very latest engineering technology.
• POWERFUL WARRANTY
3 years/100,000 miles* for GM OE Powertrain. 2 years / 50,000 miles* for GM Performance Parts Engines. Warranty covers both parts and labor.
• INDEPENDENT SERVICE CENTER WARRANTY
The installing independent service center may perform the GM Powertrain warranty repairs.
• WARRANTY FLEXIBILITY ADDS VALUE
Warranties reside with the vehicle, not the owner, so vehicles can be sold with an added value of the warranty.
McCurley Chevrolet Cadillac
Pasco, WA Parts Phone: 800-456-6257
*Whichever comes first — from date and mileage of installation by an authorized GM Dealer or a qualified service center. For over-the-counter sales, warranty begins on the date and mileage of retail sale. Contact your Genuine GM Parts dealer for details.
• INSTALLATION SUPPORT
GM, Ford and Chrysler makes it 3X easier for you to receive product, warranty, availability and purchase information, as well as technical support 1-866-OE-PARTS (1-866-637-2787).
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Parts & People May 2012 Page 37
People & Places
Continued from page 37 Federal-Mogul recently announced winner at Toyota Motor Engineering & “most admired” motor vehicle parts
Manufacturing North America Inc.’s (TEMA) Annual Supplier Business that its board of directors has decided to Meeting (ABM) on March 13. Held at the modify the company’s corporate structure Northern Kentucky Convention Center in to create a separate and independent Covington, Ky., ABM brought together aftermarket division and has engaged approximately 900 attendees from across a search firm to fill the position of CEO of North America. ABM allows TEMA to the division, who will report directly to the discuss business objectives with direct and company’s board of directors. Federalindirect suppliers in preparation for its Mogul’s aftermarket business unit is one of upcoming fiscal year. Every year, TEMA the largest independent global suppliers of recognizes suppliers who exceeded the premium-branded automotive parts, with company’s expectations in several global sales of $2.3 billion in 2011. categories. The Timken Co. received Bilstein has received the the 2011 Quality Award from auto motor und sport “Best the Automotive Distribution Brand” award again this year. The 116,273 readers Network. Timken supplies the group with a full line of who voted in this year’s automotive aftermarket rankings once again put products, including Timken hub Bilstein at the top in the units, bearings, grease, and seals. Sports The award was presented at the Suspensions/Springs/Shock closing ceremony of the 12th Absorbers category. This The readers of the Automotive Distribution means that Bilstein has been magazine auto motor Network National Convention in und sport have cast the auto motor und sport Las Vegas. winner in the sports their vote: Bilstein remains unbeaten in Continental suspension, sports shock the Sports absorbers, and springs Automotive’s Chassis and Suspension/Springs/ Safety Division was recognized Shock Absorbers section seven times in a row. as an excellence award Bosch has been named category. Our regional editions serve: NORTHERN CALIFORNIA
& NW Nevada
supplier by the U.S. business magazine Fortune. Bosch was ranked No. 1 based on responses from 3,855 executives, directors, and analysts at 698 companies from 58 industries and 32 countries. Bosch’s most valued attributes include innovation, people management, quality of management, quality of products/services, and global competitiveness.
NATEF introduces its new accreditation logo.
The National Automotive Technicians Education Foundation (NATEF) has recognized the generous support from the automotive industry, as well as those organizations whose contributions help to ensure the future supply of qualified, entry-level technicians. The list of industry donors includes: American Honda Motor Co.,
Automotive Aftermarket Industry Association (AAIA), Gates Corp., Hendrick Automotive Group, Motor and Equipment Manufacturers Association (MEMA), National Automotive Parts Association (NAPA), National Automotive Dealers Association (NADA), National Institute for Automotive Service Excellence (ASE), Navistar, Inc., Nissan North America, Inc., and Toyota Motor Sales, USA. VehicleOwnersGuide.com has
presence on weather.com with an exclusive partnership in the “Favorite Fall Drives” content, launching this fall. Also across TWC mobile applications, Cooper Tire will feature geographically targeted messaging, raising awareness of changing weather that could affect driving conditions. Barrett-Jackson has announced that it has contracted collector car legend Rick Cole to serve as an Automotive Specialist. The announcement was made live on Speed from the auction block during Barrett-Jackson’s Palm Beach event. Best known as the hobby’s “Auctioneer to the Stars,” Los Angeles-based Cole will utilize his experience in the auction arena to help Barrett-Jackson source consignments for collector cars and add his more than 35 years of expertise and knowledge to find some of the most highly-collectible automobiles and automobile collections. Cole will work hand in hand with Gary Bennett, vice president of Consignments.
Also available online
Rick Cole (r.) has joined Barrett-Jackson as an Automotive Specialist to help consign collector cars and automobile collections.
The Motor & Equipment Remanufacturers Association (MERA) has announced the appointments of Mark DiGiampietro, president, Flight Systems Electronics Group, and Matt Pohlman, vice president, global supply chain management, Delphi Product & Service Solutions (DPSS), Delphi Corp., to the MERA Board of Directors. “On behalf of the membership of MERA, I would like to welcome Mark and Matt to the Board of Directors,” MERA President and COO John Chalifoux said. “I look forward to working closely with them and the other board members in 2012 to advance the interests of the remanufacturing industry.”
Delphi Automotive has Ray Swetman joins Delphi Product & Service Solutions (DPSS) as vice president, sales, independent aftermarket, North America. Continued on page 39 www.partsandpeople.com
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Parts & People
announced that collision repair users of its Estimate Scrubber (www.EstimateScrubber.com) portal can now receive a 5-percent discount on any classroom auto course from Vale Training Solutions. For more information, visit www.estimatescrubber.com or www.valetrainingsolutions.com. Cooper Tire & Rubber Co. has announced a partnership with The Weather Channel (TWC) that will showcase important product, tire safety, and maintenance solutions on the air, online, and through mobile applications, helping to educate and inspire drivers and safer commutes. Cooper Tire will appear across numerous programs on TWC, including an exclusive sponsorship of the “Morning Rush” segment of “Wake Up with Al,” hosted by weatherman Al Roker. Cooper Tire will maintain a digital
announced changes to its aftermarket sales leadership team. Ray Swetman has joined Delphi Product & Service Solutions
Page 38
May 2012
who will work on merger and acquisition initiatives and strategic consulting projects. (DPSS) as vice president, sales, Meritor Inc. has appointed Doug independent aftermarket, North America. Wolma as general manager of Global Swetman will be responsible for directing Aftermarket Operations, and Craig Delphi’s aftermarket sales efforts, and Cartmill, vice president of Aftermarket driving customer and channel expansion. Americas. Both report directly to Joe In addition, Delphi Mejaly, vice president and president of announced that Aftermarket & Trailer. Wolma is now Malcolm Sissmore, responsible for leading global operations most recently vice and strategic deployment, including president of remanufacturing, distribution, supply independent chain, and the worldwide aftermarket aftermarket sales for footprint. The new position includes 20 North America, has facilities located in 12 countries around the Malcolm become country world. Sissmore is now director for DPSS In memoriam: Warren J. McEleney, country director for DPSS Canada, leading the 90, president of the National Automobile Canada, leading company’s effort to Dealers Association (NADA) in 1971, died Delphi’s effort to accelerate growth and accelerate growth March 23. McEleney, who served on expand Delphi’s share and expand its NADA’s board of directors representing share of the of the automotive Iowa from 1966 to 1976, began his career aftermarket in Canada. automotive with McEleney Motors in Clinton, Iowa, in aftermarket in Schwartz 1946. He was the father of John McEleney, Canada. who served as NADA chairman in 2009. Advisors LLC, a mergers and acquisitions advisory and The McEleneys were the first father and management consulting firm focused on son to lead the association. “Warren the automotive aftermarket, announced that McEleney was an exceptionally respected it has recently added two new partners, and beloved leader in the automobile Dennis Welvaert and Mitch Williams, industry and in his community,” NADA
Continued from page 38
President Phil Brady said. Memorials may for all time.” His childhood was shaped be made to Jesus Christ, Prince of Peace by cars, and he spent much of his time in Parish, 1105 LaMetta Wynn Dr., Clinton, the engineering offices and development Iowa 52732. Online condolences may be workshops of his grandfather, Ferdinand left at www.papefh.com. Expressions of Porsche, before he enrolled at the Ulm sympathy may also be sent to John and School of Design. F.A. Porsche created Ginny McEleney, 1111 Melody Hills, the 911, now in its seventh generation. In Fulton, Ill. 61252. addition to passenger cars, F.A. Porsche In memoriam: Ferdinand Alexander also designed the sports cars of the 1960s. His best-known designs include the Type (F.A.) Porsche, 76, died April 5. Matthias Müller, 804 Formula One race car president and CEO of or the Porsche 904 Carrera Porsche AG, paid GTS, now considered to tribute to Ferdinand be one of the most Alexander Porsche’s beautiful racing cars ever. services to the sports A strong and clear design car manufacturer: “As concept typified all of his the creator of the product designs. His Porsche 911, he conviction was: “Good established a design design should be honest.” culture in our company Ferdinand Alexander that has shaped our Porsche received sports cars to this very numerous honors and day. His philosophy of awards both for his work Ferdinand Alexander Porsche, good design is a legacy the creator of the Porsche 911, as a designer and for to us that we will honor died April 5. individual designs. n
Advertisers’ Index
ACDelco ............................................................9 Aluminum Head Rebuilders............................35 ASA Automotive Systems, LLC........................6 Autotech Systems.............................................8 BMW of Bellevue ............................................35 BMW Seattle ...................................................22 Broadway Toyota ............................................10 CEMB USA......................................................18 Chrysler Jeep Dodge of Bellevue...................24 Chrysler LLC ...................................................34 Drivelines NW, Inc. ..........................................12 Elite Worldwide ...............................................36 Engine & Performance Warehouse, Inc. ..........7 Exedy Global Parts Corp. .................................5 Federated Auto Parts......................................10 GAAS...............................................................33 HD Group ........................................................14 Heads Up, Inc. ................................................28 Honda of Seattle .............................................23 Husky Truck Center ........................................30 Jasper Engines & Transmissions....................29 Jet Chevrolet ...................................................37 Kia Motors America ........................................28 LDC Equipment ..............................................19 LKQ, Foster Auto Parts...................................25 McCurley Chevrolet Cadillac..........................37 Mercedes-Benz USA LLC ..........................2, 15 Michael’s Chevrolet of Issaquah ....................19 NAPA ProLink....................................................4 Northwest Industrial Equipment, Inc..............18 Possy...............................................................17 Precision for Collision .....................................20 Scarff Ford-Isuzu ............................................32 Sea Foam Products ........................................16 Seattle Mini......................................................22 Stadium Nissan...............................................23 Tenneco Automotive .......................................11 Tonkin Wholesale Parts ..................................21 Total Lubricants USA Inc. ...............................40 Toyota of Seattle .............................................23 Transmission Exchange Co............................26 Transmission Rebuild Center .........................31 University Volkswagen Audi ...........................27 Valley Gear & Transmission ..............................6 Warehouse West .............................................16 Zurich...............................................................13
Calendar
May 7-8 * Annual Business Meeting, Automotive Service Association (ASA), Grand Hyatt at DFW Airport, Dallas, Texas. Visit www.asashop.org for details. May 12 * 30th annual Spring Classic Auto Exhibit & Gathering, sponsored by Portland Transmission Warehouse, S.E. 11th & Clay Streets, Portland, Ore. For details, call 800-444-4556. May 15-17 * 2012 PBES Conference, sponsored by AAIA, Embassy Suites, Scottsdale, Ariz. Visit www.aftermarket.org. May 16 * Spring Luncheon, Automotive Old Timers of Washington. Johnny’s Restaurant, Fife, Wash. Contact Mike Shea at 253-848-1975. May 16-17 * 2012 Global Automotive Aftermarket Symposium (GAAS), Hyatt Regency O’Hare, Chicago. Visit www.globalsymposium.org. June 1-3 * Grand Opening festivities, LeMay-America’s Car Museum, Tacoma, Wash. For details and tickets visit www.lemaymuseum.org. June 11-17 * 2012 National Automotive Service Professionals Week, coordinated by ASE. Visit www.ase.com. June 14-16 * The Great West Truck Show, Sands Expo & Convention Center, Las Vegas. Visit www.greatwesttruckshow.com.
compiled by Jerold B. Smith
June 15-17 * 2012 SCCA Rose Cup Races, Portland International Raceway, Portland, Ore. Visit www.rosecup.com. June 16 * Silver Car Auction, in conjunction with the Car d’Lane Classic Car Weekend, Coeur d’Alene, Idaho. Visit www.silverauctions.com. June 27 * First annual I-CAR NW Region Golf Fund Raiser, Redmond Ridge Golf Club, Redmond, Wash. For details, contact Dick Klesick at 425-879-3214, or Bob Mickey at 847-915-8173. June 28-30 * Semi-annual Retreat & Management Conference, ASA of Washington, Semiahmoo Resort, Blaine, Wash. call 253-473-6970 or visit www.asawa.com. June 29-July 1 * Pacific Northwest Historics Vintage Car Races, Pacific Raceway, Kent, Wash. Visit www.sovren.com. July 7-8 * Portland Historic Races, Portland International Raceway, Portland, Ore. Visit www.sovren.org. July 14 * Silver Car Auction, in conjunction with the 42nd annual Spokane Swap Meet, Spokane County Fair & Expo Center, Spokane, Wash. Visit www.silverauctions.com. July 18-20 * I-CAR Industry Event, Hyatt Regency, San Antonio, Texas. Visit www.i-car.com.
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May 2012
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