first canadian autonomous street test • the … · 12/1/2017 · *24-month/unlimited-km limited...

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D E C E M B E R 2 0 1 7

FIRST CANADIAN AUTONOMOUS STREET TEST • THE DISTRACTION OF NEW TECHNOLOGY

Serving the Automotive Aftermarket Since 1931Serving ththe Automotive Affterma krket Since 119931

Jobber News

CATCHING UP ON

INDUSTRY WEEK

NAFTA TALKS

REACH BOILING

POINT

MARKET FACTS

CANADIAN MARKET INFO FROM J.D. POWER & ASSOCIATES

PLUS

Coming January 2018

JOBBER NEWS / DECEMBER 2017 |www.autoserviceworld.com 3

13 J.D. POWER & ASSOCIATES |

Canadian Market Facts

Total Canadian market . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Average repair bill . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

Lube, oil and filter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Transmission service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Brake service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Suspension alignment service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Tire replacement.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Battery replacement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Engine/fuel system service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .26

Electrical work . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Audio/entertainment repair. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

Heating, ventilation and air conditioning . . . . . . . . . . . . .29

news

columns

| Twitter: @JobberNews | www.facebook.com/JobberNews

6

7

Cover image: cosmin4000

5 Leading off Your car will look like your smartphone

31 New products The latest offerings

34 Social Media 101 A survey of social media polls

36 Money & Management There’s money to be found in your business

38 Business Management Pricing correctly for profit

in this issue

10

38

34

8

7

6 Street testCanada saw its first on-street

autonomous vehicle test as the car

made its way along a closed-off

road in Ottawa.

7 Distracting technologyDrivers are looking at as many

as 50 buttons when behind the

wheel, from controlling the

radio to being able to access

social media. The distraction is

dangerous, says the AAA.

8 NAFTA tensionsLeaders of Canada, Mexico and the

United States started to show some

signs of patience wearing thin

during negotiations to modernize

the North American Free Trade

Agreement. A deal before the end

of the year seems unlikely.

9 Push for free tradeWith uncertainty around free

trade, the MEMA came together

with the Europe-based CLEPA

to push for open borders and

harmonized standards to keep

parts manufacturing globally

competitive.

contents | december 2017 » vol. 85 no. 10 Jobber NewsServing the Automotive Aftermarket Since 1931

INDUSTRY WEEK IN LAS VEGAS

Upwards of 160,000 people were expected to descend upon Las Vegas for Automotive Aftermarket Industry Week. The focus at both AAPEX and SEMA was technology as companies showed off their latest and sessions provided insight on what jobbers and service technicians need to do to prepare.

*24-month/unlimited-km limited warranty applies to most car and light truck Genuine Ford/Motorcraft ® Parts and Ford Genuine Accessories, purchased from Ford or Ford Lincoln dealers that are found to be defective in material or workmanship. Parts and labour (up to a maximum of $150) covered for wholesale parts/accessories. Part and/or accessory failure due to: abuse, misuse, neglect, alteration, accident, racing; improper lubrication, repair, or installation; use in applications for which they were either not designed, or functionally intended, or not approved by Ford Motor Company of Canada, Limited; cleaning, adjustment or replacement as a part of normal maintenance; or failures caused by non-Ford parts, are not covered under this warranty. See your local Ford Store for complete coverage details and limitations. ^36-month/unlimited-km limited warranty on New and Remanufactured Gas Engine Assemblies (6006, 6V012, SLGB, LGB) and Transmission Assemblies (7000, 7V000, 7002, 7003,TRM), purchased from Ford or Ford Lincoln dealers, that are found to be defective in material or workmanship. Parts and labour (up to a maximum of $150) covered for ‘over-the-counter’ parts/accessories; labour is covered for engines/transmission assemblies (max. of $150 does not apply). The warranty does not cover parts or accessories that fail due to abuse, misuse, neglect, alteration, accident or racing or which have been improperly lubricated or repaired, improperly installed, or used in applications for which they were either not designed, or functionally intended, or not approved by Ford Motor Company of Canada, Limited, or are cleaned, adjusted or replaced as a part of normal maintenance or failures caused by non-Ford parts. In the Province of Quebec, none of the following limitations and exclusions will exclude or restrict the warranty provided for in sections 37 and 38 of the Quebec Consumer Protection Act. To the extent allowed by law, loss of time, inconvenience, loss of use of the vehicle, commercial loss, or special or consequential damages are not covered. There is no other express warranty, agreement or representation on Ford supplied replacement parts and accessories. Any implied warranty or condition as to merchantability or fi tness is limited to the duration of the written warranty. See your local Ford Store for complete coverage details and limitations. Motorcraft ® is a registered trademark of Ford Motor Company. ©2017 Ford Motor Company of Canada, Limited. All rights reserved.

LONG-TERM PERFORMANCE FOR THEM. LONG-TERM CUSTOMERS FOR YOU.

Ford and Motorcraft ® Parts will keep your customers coming back for more. They’re backed by our 2-year, unlimited distance warranty*, which includes covering labour reimbursement. Plus, our gas engines and transmissions are backed by an unlimited distance and labour warranty for up to 3 years^. Warranty-backed parts and long-term performance. That’s what we call a winning combination.

Learn more at ford.ca/wholesale.

PARTS THAT WORK FOR YOU.

INCLUDES LABOURDISTANCE

FORD PARTSWARRANTY^

3

JOBBER NEWS / DECEMBER 2017 | www.autoserviceworld.com 5

YOUR CAR WILL SOON LOOK MORE LIKE YOUR SMARTPHONE

leading off | with adam malik, editor » [email protected]

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Jobber NewsFOUNDED 1931

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Editor | Adam Malik (416) 510-6763 E-Mail: [email protected]

Contributing Editor | Martha Uniacke Breen E-Mail: [email protected]

Contributing Writers | Mark Borkowski, Bob Greenwood

Art Director | Barbara Burrows

Managing Director, Auto Div. & National Sales

Kathryn Swan (416) 510-5221 E-Mail: [email protected]

National Sales | Juan Diez (416) 510-5203 E-Mail: [email protected]

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Jobber News is Canada’s longest-established publication serving the distribution segment of the Canadian automotive aftermarket. It is specifically directed to warehouse distributors, wholesalers, machine shops, and national accounts.

The theme at this year’s Automotive Aftermarket Products

Expo was pretty clear: if you’re not on the technology

curve, you might as well close up your business.

OK, that’s a bit harsh. But it’s not too far from the truth

either. The industry is changing and the aftermarket needs to

understand its future customer in order to thrive.

Over the event’s three main days, keynotes highlighted

the impact of technology that will be hitting the aftermarket.

Countless sessions focused on how technology would play

a role in helping jobbers do business better, how it would

impact the way we see vehicles in the future and how we

can all prepare to tackle it full on. Even for service and repair

shops, the need to be on top of technology will be essential

in not just the viability of the shop, but in attracting tech-savvy

technicians.

So it’s one thing to make sure your own jobber store is ready

to attract the future buyer, but another to make sure your shop

customers are doing what they can – and should – to ensure

they’re prepared for the future.

Everyone is in this together. From suppliers to jobbers to

technicians, everyone is facing challenges to prepare for a

future that isn’t quite well defined.

You can see the transformation taking place. The most

profound change looks to be coming from the top. It’s

interesting to see how automotive parts manufacturers are

morphing into technology companies. Walking around

the many booths at AAPEX during Automotive Aftermarket

Industry Week, it was clear that many of these companies are digging deep as they

develop new strategies for the future.

These companies are not focused on the business of making your typical automotive

parts anymore – they’re creating technology for the future of transportation. This future,

as murky as it may seem, is calling for advancements in sensors, software, safety systems

and so on.

So what, you may think. Car parts are still car parts. They’re just making different ones.

Why get so fancy with all this techno-blabber?

That’s because the future vehicle isn’t going be the same as ones we’re used to. It’s

not going to be a motorized steel or aluminum hub. It’s going to become a technological

device. We’re going to be moving around in a bigger version of what’s in your pocket,

the experts predict.

We’re going to get from place to place by way of a giant smartphone with wheels.

When we start to think of the future vehicle that way, we can start to imagine what it

may look like on the inside. Snapchat and Instagram, for instance, owe their existence

to the smartphone. These apps are worth tens of billions of dollars and wouldn’t exist

without their vehicle. What will the smartphone-on-wheels offer? And what will the

aftermarket need to be able to do in order to meet the needs and demands of the public?

My crystal ball is undergoing some repairs, but even it may not be able to give a

proper answer. To say we know exactly how things will play out is a fool’s errand.

The best thing the industry can do is listen to the customers. They will dictate what

they want, how they want it and when they want it.

It’ll be up to the aftermarket to respond accordingly. JN

These companies

are not focused on

the business of making

your typical automotive

parts anymore – they’re creating

technology for the future of

transportation.

Chairman and Founder | Jim Glionna

President | Joe Glionna

Vice President, Publishing | Melissa Summerfield

CFO | Peter Fryters

Director of Circulation | Pat Glionna

6 www.autoserviceworld.com | JOBBER NEWS / DECEMBER 2017

over the counter |

DORMAN PRODUCTS ACQUIRES MAS INDUSTRIESMontreal-based MAS Industries has been

acquired by Dorman Products.

MAS designs, engineers and produces chassis,

steering, suspension and alignment components

for the automotive aftermarket throughout

the U.S., Canada and Mexico. The company is

expecting net sales of $40 million in 2017.

The deal closed Oct. 27.

“The acquisition of MAS reflects Dorman’s

commitment to aftermarket leadership in the

chassis and suspension categories. I am excited

for the future opportunities presented by this

new partnership as Dorman will now offer

customers the most comprehensive chassis

offering in today’s aftermarket,” said Matt

Barton, Dorman’s president and chief executive

officer.

He added that MAS’s offerings of chassis and

control arms will complement Dorman’s our

product line. ■JN

The first on-street test of an autonomous vehicle

in Canada recently hit the streets in suburban

Ottawa.

The vehicle was equipped with a BlackBerry QNX

system. In the grey Lincoln MKZ was Ottawa Mayor

Jim Watson, councillor Marianne Wilkinson and

John Wall, general manager of BlackBerry QNX.

“Today is the first public fruits of what we’ve

been doing,” Wall said. BlackBerry QNX opened an

FIRST AUTONOMOUS STREET TEST IN CANADA HITS ROAD

A video still of a

demonstration of

BlackBerry’s QNX

operating system

UNI-SELECT PICKS SUPPLIER WINNERSCanadian suppliers were recognized by Uni-Select.

The Quebec-based group gathered in Toronto recently for a ceremony

to hand out the hardware to celebrate its suppliers and to show

appreciation.

The most prestigious prize, the Diamond Award, went to Brake Parts Inc. This

prize is in recognition of the quality of sales tools, fill rate, lead time, inventory

management, service and manpower support.

The Golden Ally is made of three prizes in sales and marketing. The award

for recognizing Sales Tools for Independent Jobbers and Installers went to

Tenneco. Mevotech was recognized for Marketing Campaign of the Year.

Dorman took home the prize for the third category, Training and Technical

Support.

The Tech-Savvy Award – New Technology went to Gates Canada.

The Achiever Award went to three suppliers whose sales growth

performances were the highest among all of Uni-Select’s suppliers in

their respective categories – Total (automotive parts category), PPG

Canada (paint and body equipment) and JET Equipment & Tools (tools

and equipment) ■JN

autonomous vehicle innovation centre in Ottawa

late last year.

The test took place on a closed-off street, but

it’s expected that it will soon be running alongside

real traffic and pedestrians in the near future.

Traffic lights in the test area were upgraded to be

equipped with transmitters to communicate with

the car, as well as repainted street lines and new

LED street lights. ■JN

▲

For more over the counternews

check out

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As more cars get more technology crammed into

their dashboards, primarily by way of infotainment

systems, drivers are being becoming increasingly

distracted, says an AAA study.

An “explosion of technology” has taken things

from bad to worse, says University of Utah professor

David Strayer. He’s been examining issues related

to infotainment and safety since 2013 for the AAA’s

Foundation for Traffic Safety.

Between the steering wheel and dashboard, drivers have

access to as many as 50 buttons in front of

them, allowing access to social media, texting and e-mail

through touch screens, voice commands, heads-up displays and more.

“It’s adding more and more layers of complexity and information at drivers’ fingertips without often

considering whether it’s a good idea to put it at their fingertips,” Strayer said.

Wade Newton, a spokesman for the Alliance of Automobile Manufacturers, told The Associated Press

that these systems are not much different than traditional knobs in previous models of cars.

These “are designed to be used in the driving environment and require driver attention that is

comparable to tuning the radio or adjusting climate controls, which have always been considered

baseline acceptable behaviours while driving,” he said.

The AAA tested drivers on all 30 of the 2017 model year cars and light trucks. It found that drivers

took their eyes off the road and hands off the wheel to use infotainment systems. The group said

drivers should use infotainment technologies “only for legitimate emergencies or urgent, driving-related

purposes.”

It also urged automakers to block drivers from inputting information to navigation systems or send

texts while driving. The AAA said the use of infotainment systems should not require any more attention

than listening to the radio. ■JN

TECHNOLOGY IS DISTRACTING DRIVERS

TECHNICIAN SENTENCED TO JAILAn Ontario technician

was sentenced to jail

for issuing a fraudulent

safety certificate to

a vehicle that ended

up in a fatal collision

in 2012.

Joe Ramono was

handed five months

in jail, followed by

two years of probation

and 48 hours of

community service

in Ontario Superior

court following a four-

week trial. He certified

that a 1995 Dodge

Ram pickup was safe

despite never seeing

the vehicle. The truck

had a corroded brake

line, a steering system

with excessive free play

and rusted and rotted

holes.

Abigail

MacNaughton, 27,

died when her car

was hit by the Ram on

a country road near

Peterborough, Ont.

The Akebono brake pad line has won the Best

Overall Import Aftermarket Product or Product

Line Award.

It’s the third year the company has taken

home the award, handed out by the Import

Vehicle Community, a segment of the Auto Care

Association. Akebono accepted the award while

at AAPEX 2017 in Las Vegas.

“We are gratified to receive this award for

our EURO brake pads for the third time,” said

Ken Selinger, director of aftermarket sales and

marketing at Akebono Brake Corporation. “The

win is a confirmation of the effectiveness of

Akebono Ceramic Technology and of our

best-in-class performance and control of

noise, vibration and harshness for European

applications.”

The Import Product and Marketing Awards

recognize innovative products and marketing

programs designed to serve the import aftermarket.

Winners are selected based on superiority in areas

of commercial success, quality of reputation,

market demand, distribution, presentation and

AKEBONO WINS IMPORT AWARD

packaging, and highest profit potential for the

distribution chain.

The Euro line is designed for European

vehicles. ■JN

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From left, Kirby Pruitt, Chantel Gifford, Jeff Lyvers,

Wilm Uhlenbecker (Akebono president and CEO),

Donna Mudd, Amanda Konja


over the counter |

Negotiations to modernize free trade on the continent haven’t

gone as well as some had hoped.

When leaders of Canada, Mexico and the United States were

together in late October, tensions erupted and it seemed all the

niceties had virtually evaporated following the fourth round of

talks around the North American Free Trade Agreement.

They all seemed to agree on one thing, however: a solution

won’t be reached by the end of the year, pushing the deadline

into 2018.

One of the pillars of dispute is the automotive industry. The

U.S. is making demands that both Canada and Mexico view

as non-starters. For example, the Americans want to institute,

essentially, a “Made in America” provision where 85 per cent

of vehicle contents are from North America, with 50 per cent

of it coming from the States. Currently, 62.5 per cent of vehicle

content has to come from the NAFTA region with no specific

amount from a particular country.

On top of that, car makers would have one year to comply

with the “Made in America” provision and two years for the

overall North American requirement. The phase-in period is

deemed to be so outrageous that some wonder if it’s meant to

be a way to sabotage talks.

“It just doesn’t make sense from a business perspective,”

Flavio Volpe, president of the Automotive Parts Manufacturers’

Association, told The Canadian Press.

Further, the States are also demanding a five-year sunset

clause – a provision that could terminate the deal unless all

parties agree to extend it. This worries many as long-term deals

may be impossible to sign if there is uncertainty ahead.

“Frankly I am surprised and disappointed by the resistance

to change from our negotiating partners,” U.S. Trade

Representative Robert Lighthizer said at a news conference with

Canadian and Mexican representatives following the fourth

round of talks.

“We have seen no indication that our partners are willing to

make any changes that will result in a rebalancing.”

“Vice-President Mike Pence (said this summer) that he

believed a win-win-win outcome would be achieved in these

negotiations. Canada believes that too,” said Canadian Foreign

Affairs Minister Chrystia Freeland.

“But that cannot be achieved with a winner-take-all mindset

or an approach that seeks to undermine NAFTA rather than

modernize it.”

Freeland slammed some of the requests being made.

“We have seen proposals that would turn back the clock on

23 years of predictability, openness and collaboration under

NAFTA. In some cases these proposals run counter to WTO

rules,” she said. This is troubling.”

The next round of talks were scheduled for Nov. 17. ■JN

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Schaeffler creates separate aftermarket groupA new automotive aftermarket division has been created within Schaeffler.

The company announced that its board decided to separate the automotive aftermarket from its automotive division, creating the new stand-alone group. The

move is effective January 1, 2018.

As a result, Schaeffler will have three divisions – automotive aftermarket, automotive OEM and industrial.

Michael Söding, pictured above, has been appointed to the company’s board of managing directors, effective the same date, and will oversee the aftermarket at the board level. He has been head of the aftermarket business under the automotive arm since 2009. The new division will be managed out of Langen, Germany, a suburb of Frankfurt.

“In the last years, Michael Söding has contributed significantly to successfully develop our automotive aftermarket business. With his experience and know-how across technological, operational and strategic issues he will enrich the executive board,” said Georg F. W. Schaeffler, chairman of the supervisory board at Schaeffler. ■JN


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PARTS SUPPLIERS PUSH FOR FREE TRADE

A pair of major supplier associations have come

together to put their support behind free trade and

harmonized standards.

The call from the U.S.-based Motor & Equipment

Manufacturers Association (MEMA) and the

European Association of Automotive Suppliers

(CLEPA) comes amid talks of protectionism

and threats to free trade

agreements.

Free trade, access to raw

and finished materials and

harmonized safety and

environmental standards

are essential for vehicle

parts manufacturers

to remain globally

competitive, the groups

said in a joint statement.

“Illegal regional or

national subsidies on goods

or production, restrictive

non-tariff barriers to trade

(including testing and

marking requirements),

and lack of participation

in the world market limits both the domestic and

global competitiveness of all suppliers,” the said.

The groups want trade policies that address

trade distortions and support open markets in addi-

tion to maintaining and improving existing trade

agreements. The two also want to see a mutual rec-

ognition between the U.S. and the European Union

for vehicle safety and emissions regulations, and to

work within the framework of the United Nations’

World Forum for Harmonization of Vehicle Regula-

tions (WP.29) to set up safety and environmental

global technical regulations.

Having harmonized standards in place will

help reduce costs and promote technological

advancement, the groups said.

ROBERT BLANS, 73

The Jobber News

family mourned

the passing of

longtime editor Bob Blans.

He passed away on Feb. 12, 2017 at

the age of 73. He served as editor

of Jobber News for about 20 years

and was named editor emeritus

upon his departure.

Blans was a member of

aftermarket associations during his

tenure and was proud of his work

within the industry.

The family has asked that

donations, in lieu of flowers, be

made to the Ian Anderson House

Hospice in Oakville.

DON SKUCE, 68

The family of

Don Skuce sadly

announced his

passing at the age of 68 on Oct.

23, 2017.

Skuce was the former head of

Modern Sales Co-op, headquartered

in Barrie, Ont., where he spent 25

years with the company. He served

as president for 22 years and

general manager for three, leading

members from coast to coast.

In his memory, donations can be

made to the Barrie Minor Hockey

Association, the RVH Foundation

or the Heart and Stroke

Foundation.

IN MEMORIAM

“The international

motor vehicle parts supplier

industry is leading the way in technological

advances that will enable safer,

smarter, and more efficient

vehicles.”– MEMA PRESIDENT

AND CHIEF EXECUTIVE

OFFICER STEVE

HANDSCHUH

“The international motor vehicle parts supplier

industry is leading the way in technological

advances that will enable safer, smarter, and more

efficient vehicles,” said MEMA president and chief

executive officer Steve Handschuh. “We are at

the cusp of the biggest technological changes in

100 years. It is critical that free and open trade

facilitates our ability to innovate and compete in

the global marketplace.”

With parts crossing borders over and over

again, “Automotive suppliers need easy and fair

access to foreign markets to evolve competitively,

underpinning growth and employment around

the world,” said CLEPA secretary general Sigrid

de Vries. ■JN


The Automotive Aftermarket Industry

Week came and went with another

busy season.

At the Sands Expo in Las Vegas, the

Automotive Aftermarket Parts Expo

(AAPEX) was held Nov. 1-3. Down the

street, the the Specialty Equipment Market

Association Show was held at the Las

Vegas Convention Center and ran for

an extra day. Huge crowds gathered at

both events – upwards of 160,000 people

were expected – as visitors went booth to

booth to talk business and see the what

companies had to offer the aftermarket.

Some suppliers held press conferences

to showcase their latest products and

map out their direction as the industry

changes.

Technology was all the rage throughout

the event. Not only did many companies

show how they are preparing for the

electric car, autonomous technology

and the like, but session after session at

AAPEX highlighted the various challenges

and opportunities ahead as the

technological revolution deepens its roots

within the industry. Keynote sessions

were held each day that specifically went

over how change will hit the aftermarket

and how businesses need to prepare.

Bill Long, president and chief operating

officer of the Automotive Aftermarket

Suppliers Association, and Bill Hanvey,

president and chief executive officer of

the Auto Care Association, kicked off

the expo ahead of the first keynote by

welcoming attendees to the event. Their

message hammered home the importance

of technology in the auto industry and

how the aftermarket will need to adapt,

ranging from e-tailing to telematics to

service provider needs.

The pair also pushed attendees to

speak to government officials about

ownership of vehicle data. While the ACA

and AASA are doing their part, business

owners carry strong voices, they said, also

asking aftermarket members to attend

summits and get engaged on the political

side to ensure the industry has access to

telematic information.

Then it was time for the first keynote

of the week. Neil Ganguli gave a talk

entitled, The Future of the Vehicle: The

Future of Mobility and the Aftermarket. His

presentation took a look at what is likely

ahead as technology expands its reach

deeper into our everyday lives, including

the automobile.

“The question is when, not if,” he said

of the technological revolution in the

aftermarket.

He warned companies that feel

established enough in the industry to

withstand any obstacles that they will be

challenged by newcomers – specifically

technology companies that have a

history of disruption in other sectors. He

encouraged industry pros to think about

what they do now and what they will

need to do in the future. For example,

companies are going to need talented

people. Chances are, you’ll need to go

out and find them, Ganguli said.

The next day, John Kinsella, vice

president at e-commerce and consultancy

agency FitForCommerce, gave a peek at

what the buyer of the future wants when

it comes to shopping for car parts. He

pushed what he called an omnichannel

show report | AAPEX & SEMA

Industry Week WRAPS UP ANOTHER YEAR

(Photos from left) John Kinsella of

FitForCommerce delivered a keynote session

on the future of the parts-buying customer.

Gary O’Connor spoke at his surprise retirement

send-off the day before AAPEX got under way.

AIA Canada Night was another success as

attendees packed the room at Caesars Palace

for the annual event.


BY ADAM MALIK

approach. This involves understanding

customers, listening to them, learning

what they want and adapting. The point is

to be adaptive to customer needs so that

they are more loyal to you.

A jobber’s competition isn’t just the

other store down the street, it’s “anyone

offering a better experience than you,”

Kinsella said.

He encouraged participants to look at

what makes Amazon or Williams-Sonoma,

for example, so popular.

The auto industry is third in

e-commerce sales, Kinsella noted, behind

apparel and computers. That means

plenty of opportunities for the aftermarket

to capture dollars. But if the experience

online is a painful one, stores will lose

business because there are easier options

out there, he warned.

The third keynote focused on the

service and repair side of the industry as

a panel led by moderator Scott Shriber

of Counterman Magazine discussed

how shops need to be committed to

technology in order to attract talented

technicians. They also said that technical

skill can be taught, but finding someone

with the right attitude and drive should be

at the forefront of hiring decisions.

Farewell to Gary O’ConnorExecutives in the Canadian automotive

aftermarket gathered on Oct. 30 to bid

Uni-Select’s Gary O’Connor a happy

retirement.

A surprise send-off was held at The

Venetian hotel in Las Vegas, in advance

of AAPEX. Brent Windom, president

and chief operating officer of Uni-Select,

hosted the send-off party for O’Connor,

who called the recognition “a very

humbling moment.”

O’Connor started his career in the

automotive industry in 1983 and has held

posts at Dana, Affinia and, most recently,

Uni-Select.

Canada NightThe week wouldn’t be complete without

the biggest event of the year for Canadian

aftermarket professionals.

The Automotive Industries Association

of Canada held their annual Canada Night

celebration on Oct. 31. About 1,200 people

registered for the event at Caesars Palace,

which has been held annually since 1971.

The gathering is the largest for

Canadians, giving attendees the

opportunity to network and meet with

others within the aftermarket. JN

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cover feature | J.D. Power overall market facts 2018

2018MARKET FACTS

The total number of kilometres

driven is a strong indicator

of what types of services a

vehicle may need, along with

the average kilometres driven.

This year, the numbers look good for the

aftermarket. Across the industry, the average

reading on the odometer is almost 113,000

km, up just over 1 per cent from 2016.

Each category saw higher numbers except

independent repair shops. For the second

year in a row, the average kilometre reading

fell in this area. Quick lube facilities now lead

the way in average vehicle kilometres seen at

128,541 km.

The biggest gains were from branded

aftermarket shops where the average

odometer read about 2.6 per cent higher than

last year at 125,330 km.

Mean Kilometres on vehicles by customer’s visited facility

Illu

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ati

on

: ilyast,

iS

tockp

ho

to.c

om


Dealerships

Branded Aftermarket

Quick Lube

Independent Repair Shops

INDUSTRY AVERAGE

30,000 60,000 90,000 120,000 150,000

2016: 100,355

2017: 125,330 2016: 123,001

2017: 129,638 2016: 126,603

2017: 128,541 2016: 129,664

2017: 112,976 2016: 111,621

2017: 102,948

We at Jobber News are proud to once again bring you the annual Market Facts Guide from J.D. Power & Associates.

This guide allows us to provide unique data on market share, vehicle information and numerous service categories. Broken down by region, this data allows Canadian aftermarket professionals to analyze trends in the market and plan accordingly for the year ahead, and beyond. Refer to this guide on a regular basis to ensure that your business is tracking the right path forward.

Share of service occasions performed by vehicle age (%)

4-7 yrs. 2017 2016

Total car dealers

Total branded aftermarket

Total quick lubes

Total independents

All other establishments

53.0 53.1

14.5 15.6

8.9 8.8

15.5 16.4

8.2 6.1

34.3 35.5

20.6 20.7

11.1 10.8

23.4 25.0

10.5 7.9

8-12 yrs. 2017 2016

industry avg. 2017 2016

44.0 44.4

17.5 18.1

9.9 9.8

19.4 20.7

9.3 7.0

Type of service performed by vehicle age

4-7 yrs. 2017 2016

LOF

Other scheduled maintenance

Brakes

Engine/fuel system

Alignment

Tires

Other services

28.3 42.3 45.3 4.6

5.1 7.8

8.6 2.9

4.1 4.1

5.6 21.1

21.9 17.0

52.5 40.2

25.1 3.9

3.0 8.6

6.4 4.0

3.3 4.4

3.6 20.8

12.7 18.2

8-12 yrs. 2017 2016

industry avg. 2017 2016

39.9 41.2 35.6 4.2

4.1 8.2

7.6 3.5

3.7 4.3 4.7 21.0

17.5 17.6

Lube, oil and filter service is no longer the most

frequent service in younger cars, a perhaps stunning

development as it used to be on top. The fallout of

shorter intervals is the likely cause in vehicles aged

between four and seven years as service dropped

to 28.3 per cent from 42.3 per cent in 2016.

Skyrocketing is other scheduled maintenance,

going from just 4.6 per cent last year to almost half

of all services performed at 45.3 per cent.

In older vehicles, lube oil and filter jumped to

52.5 per cent, with other scheduled maintenance

also taking a big leap to about 25 per cent.

Tire service, perhaps surprisingly, dropped

significantly to less than 5 per cent of performed

service.

As a whole, dealerships continued their

downward trend in 2017, though only slightly to

44 per cent.

That amount of movement was similar

throughout the branded aftermarket, but in the

opposite direction. It dropped in its share of

vehicles four-to-seven-years-old.

Quick lubes stayed essentially even throughout,

but independents saw a big drop in comparison

in both the four to seven and eight to 12 age

categories, dropping to 19.4 per cent overall.

Other establishments, though, picked up the

slack. It grew in both categories, continuing its

trend from last year, up 2.3 percentage points

overall from 2016 to 9.3 per cent overall.


cover feature | market facts

The average repair bill saw a jump across the

industry to $272, up 5 per cent from 2016.

Quick lubes were the only service providers to

see an overall drop, falling more than 41 per cent

in 2017.

Dealerships saw increases in both age categories,

up 7 per cent on average to $304 this year.

Branded aftermarket dropped in the age eight

to 12 category to $249, but rose in four to seven

by $10.

Individual repair shops dropped a few bucks in

newer cars, but jumped to $290 for older vehicles.

Average repair/service bill: customer paid ($) by vehicle age

4-7 yrs. 2017 2016

Dealerships

Branded aftermarket

Quick lubes

Individual repair shops

Industry average

269 253 248 238

106 168

242 245

247 238

359 331 249 278

112 203

290 263

298 281

8-12 yrs. 2017 2016

Industry avg. 2017 2016

304 284 248 261

110 187

272 256

272 259


Most recent customer paid repair/service bill

As a whole, the industry average suggests good things as $272 was spent most recently in 2017, compared to $259 in 2016.

But only dealerships and independents saw increases while branded aftermarket and quick lubes fell.

Customers paid $20 more at dealerships and $16 more at independents repair shops. At branded aftermarket shops, $13 less

was spent and customers spent $77 less at quick lube facilities.

Dealerships

2017 | 304

2016 | 284

Branded Aftermarket

2017 | 248

2016 | 261

Quick Lubes

2017 | 110

2016 | 187

IndependentRepair Shops

2017 | 272

2016 | 256

IndustryAverage

2017 | 272

2016 | 259

Is your customer experience driving maximum performance and retention?

We can help.

To gain more detailed information about your brand’s specifi c performance, please contact JD Ney directly at [email protected].

Inquire now about a full-set of industry-wide scorecards by visiting: jdpower.com/JobberNews

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lube, oil, & filter service

There has been an ever-so-

slight shift in the lube, oil and

filter business. Dealers still

have the largest share at

50 per cent in 2017, building

on its increase from last year that put them

at 48 per cent.

The branded aftermarket stayed steady

at 15 per cent, with most of its business

coming from the older vehicle age class.

Quick lubes were up a point to 14 per

cent of the market compared to 2016.

Independents, however, dropped from

24 per cent in 2016 to 21 per cent in 2017.

Its biggest fall came from the age eight to

12 category, falling to 28 per cent from

32 per cent the previous year.

Establishment used for LOF work by region 2017

60

50

40

30

20

10

0

61 36 50

Dealerships

12 20 15

Branded Aftermarket

12 17 14

Quick Lubes Independent

16 28 21

Establishment used for LOF work by vehicle age 2017

4 to 7 years

8 to 12 years

Canada

Data & Analysis supplied by:

130 King Street West, Suite 1309, P.O. Box 486, Toronto, ON M5X 1E5 CanadaPhone 416.507.3255 | Fax 416.507.3263

60

50

40

30

20

10

0

59 34 48

Dealerships

12 19 15

Branded Aftermarket

12 15 13


17 32 24

Establishment used for LOF work by vehicle age 2016

Dealerships Branded Aftermarket

QuickLubes


WEST W | CENTRAL C | EAST E | CANADA CAN

W 23

C 14

E 5

CAN 14

CAN 21

W 12

C 23

E 28

CAN 15

W 13W

53

C 16C

47E 17

E 50

CAN 50



transmission service

Dealerships continue to

dominate the transmission

service category. They

stayed steady at holding

68 per cent of the market,

the first time they didn’t grow in the past

seven years. For vehicles aged four to

seven years, dealers added five points to

their share, but dropped 8 per cent in the

older category.

Quick lubes stayed the same overall while

branded aftermarket dropped a point.

A sizeable jump was made by independent

shops in the eight-to-12-years-old category

going up to 24 per cent, picking up the

majority of the drop from dealers. It doesn’t

quite take it back to 2015 levels of 27 per

cent, but regains some of the ground lost

in 2016. Independents still hold the highest

market share outside of the dealership

network.

Establishment used for transmission work by region 2017

60

50

40

30

20

10

0

56 68



9

Establishment used for transmission work by vehicle age 2017

4 to 7 years

8 to 12 years

Canada

79 8 13 10 4 8 6 24 16

70

80



16

Establishment used for transmission work by vehicle age 2016

74 63 68 7 14 11 7 5 6 12 19

60

50

40

30

20

10

0

70

80



QuickLubes


W 6

C 8

E 2

CAN 6

CAN 16

W 7

C 20

E 18

CAN 10

W 10

W 77

C 10

C 61

E 9

E 71

CAN 69

brake service

In one of the most

important service categories

throughout this guide, brake

service essentially remained

steady for all providers.

Dealerships continued to win customers

by a wide margin, holding a market share of

52 per cent. It dominated the four-to-seven-

years-old category at 63 per cent in 2017 –

same as last year – and holds a 42 per cent

share in the eight to 12 age range.

Independent repair shops saw a drop of

two points overall, which were picked up by

the branded aftermarket and quick lubes,

which each rose a single point in 2017.

The branded aftermarket was the only

area to see gains in the age four to seven

category, moving up two points to 15

per cent, seemingly at the expense of

independents.



Establishment used for brake work by region 2017



31

Establishment used for brake work by vehicle age 2016

63 40 52 13 19 16 1 1 1 23 39

60

50

40

30

20

10

0

70

80

60

50

40

30

20

10

0Dealerships Branded

AftermarketQuick Lubes Independent

Establishment used for brake work by vehicle age 2017

63 15 20 17 1 2 2 36 29

70

80

42 52 21


QuickLubes



W 4

C 2

E 1

CAN 2 CAN

29

W 18

C 27

E 36

CAN 17

W 17

W 62

C 18C

54

E 17

E 46

CAN 52


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suspension alignment service

The branded aftermarket

made some gains and

moved into second place in

the suspension alignment

category. Still, its 20 per cent

share is dwarfed by the dealership’s hold of

63 per cent.

Independents dropped four points and

fell to third in this category. Quick lubes

remained a distant fourth with just 2 per

cent of market share.

In the four to seven age category, dealers

got nearly three-quarters of customers,

and half of them in the eight to 12 age group.

In the older age class, branded aftermarket

came in at 27 per cent as independents held

21 per cent overall market share.

4 to 7 years

8 to 12 years

Canada



Establishment used for alignment work by region 2017



20

Establishment used for alignment work by vehicle age 2016

70 51 61 15 21 17 1 2 2 14 26

60

50

40

30

20

10

0

70

80

60

50

40

30

20

10



Establishment used for alignment work by vehicle age 2017

74 13 27 20 2 2 2 21 16

70

80

50 63 11


QuickLubes



W 3

C 3

E 1

CAN 2

CAN 16

W 11

C 17

E 17

CAN 20

W 21

W 66

C 18

C 62

E 21

E 61

CAN 63




tire replacement

A growing category, tire

replacement has become big

business for the industry. It’s

among the most important

service categories.

All service providers more or less stayed

within a two-point change from 2016.

Dealerships come out on top again with

44 per cent of the market, up one point from

2016. That’s a less drastic of a jump from

2015 when it rose five points.

The branded aftermarket was up one point

overall to 28 per cent thanks to a five-point

jump in the older vehicle category to 35 per

cent. That helped make up for the two-point

drop in the four to seven age category.

Independents continued to drop, this

time down to 26 per cent in 2017. In 2015,

independent repair shops held a 36-per-cent

hold before falling to 28 per cent in 2016.

4 to 7 years

8 to 12 years

Canada



Establishment used for tire replacement by region 2017



28

Establishment used for tire replacement by vehicle age 2016

50 34 43 25 30 27 2 3 2 23 33

60

50

40

30

20

10

0

70

80

60

50

40

30

20

10



Establishment used for tire replacement by vehicle age 2017

53 23 35 28 2 2 2 30 26

70

80

33 44 22


QuickLubes



W 2

C 3

E 1

CAN 2

CAN 26

W 15

C 23

E 32

CAN 28 W

38

W 45

C 27

C 46

E 25E

42

CAN 44


Tire repair saw a bit more of

an even playing field in 2017.

Dealerships dipped a few

points from 45 per cent to

42 per cent. They saw drops

in both age categories to sit at 49 per cent

in four-to-seven-year-olds and 36 per cent in

the older category for 2017.

Independents also dropped off a bit, falling

three points to 22 per cent this year. The

younger age category fell one point, but the

eight to 12 age group dropped four points.

The gains were found by the branded

aftermarket, which saw a six-point jump to

32 per cent in 2017 from 26 per cent in 2016.

Both age categories saw boosts with a jump

of five points in the four to seven age group

and six points in the eight to 12 age group.

tire repair



22

Establishment used for tire repair by vehicle age 2017

49 36 42 29 34 32 3 5 4 20 25

60

50

40

30

20

10

0

70

80

Establishment used for tire repair by region 2017

Dealerships | West 45 | Central 44 | East 36 | Canada 42

Branded Aftermarket | West 39 | Central 28 | East 29 | Canada 32

Quick Lubes | West 5 | Central 5 | East 2 | Canada 4

Independent | West 11 | Central 23 | East 33 | Canada 22

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4 to 7 years

8 to 12 years

Canada

Gains by dealers came at the expense

of independents in the tire maintenance

category.

Dealers moved up three points to 54 per

cent of market share, buoyed by gains in

both age categories. Independents suffered drops in the two

age groups and fell four points to 21 per cent overall.

The branded aftermarket stayed steady at 21 per cent.

They gained in the eight to 12 age group but dropped a

point in the younger class.

Quick lubes, though, made some gains. It doubled its

market share, going up two points to 4 per cent.

tire maintenance



21

Establishment used for tire maintenance by vehicle age 2017

64 40 54 16 29 21 3 4 4 17 27

60

50

40

30

20

10

0

70

80

Establishment used for tire maintenance by region 2017

Dealerships

West 60Central 56 East 46Canada 54

Independent

West 9Central 22East 31Canada 21

Branded Aftermarket


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battery replacement

This is another category in

which dealerships hold the

lead. They have 51 per cent

of market share, though

that’s a three-point drop

compared to 2016. Their biggest fall came

in the eight-to-12-year-old group which saw

its share shrink to 40 per cent in 2017 from

46 per cent the previous year. Market share

also fell two points in the age four to seven

class to 63 per cent.

Making gains was the branded

aftermarket, up four points in 2017 to

23 per cent market share. They saw a six-

point boost in the older age group to push

it forward. That helped overcome a drop

of two points in the four-to-seven-year-old

class.

The independent shops stayed basically

the same, though they did suffer a one-

point drop to 23 per cent overall.

Quick lubes were steady at 3 per cent

overall.

Establishment used for battery replacement work by region 2017



24

Establishment used for battery replacement work by vehicle age 2016

65 46 54 16 21 19 2 3 3 17 30

60

50

40

30

20

10

0

70

80

60

50

40

30

20

10



Establishment used for battery replacement work by vehicle age 2017

63 18 27 23 3 3 3 30 23

70

80

40 51 16


QuickLubes


W 4

C 4

E 1

CAN 3

CAN 24

W 18

C 22

E 29

CAN 23

W 21

W 56

C 22C

52E

25

E 45

CAN 51







4 to 7 years

8 to 12 years

Canada

Dealerships continue to

dominate this category,

which may not be a surprise.

But it’s worth taking note

of the continued drop by

independents.

With one-quarter of market share in 2015,

independents slipped a bit to 23 per cent

in 2016 and fell to 17 per cent in 2017. The

number of newer models independents

serviced is more or less steady at 12 per

cent, compared to 13 in 2016. But the older

vehicle category has dropped to 22 per

cent of market share for this group.

Dealers hold nearly two-thirds of the

market at 64 per cent, making gains in both

vehicle age categories.

Branded aftermarket made gains, moving

up four points to 13 per cent in 2017,

compared to less than 10 in 2016. A boost

to the eight to 12 age group helped here.

The engine/fuel system service category

is an area that the industry has seen

challenges as vehicle technology has

increased the difficulty level for technicians

if they don’t have the same training or tools

to perform repairs.

engine/fuel system service

Establishment used for engine/fuel work by region 2017


QuickLubes


W 8

C 7

E 1

CAN 6

CAN 17

W 13

C 18

E 22

CAN 13

W 12

W 68

C 12C

63E

14

E 45

CAN 64



23

Establishment used for engine/fuel work by vehicle age 2016

75 50 62 7 12 9 5 6 6 13 33

60

50

40

30

20

10

0

70

80

60

50

40

30

20

10



Establishment used for engine/fuel work by vehicle age 2017

76 8 17 13 4 8 6 22 17

70

80

53 64 12

electrical work

There was little movement

in the electrical work

category.

Dealerships maintained

their stronghold in this area,

owning two-thirds of market share. They

did suffer a dip in the eight to 12 age group

of vehicles, down five points to 54 per

cent, but made up for it in the newer model

category, jumping to 84 per cent in 2017,

compared to 75 per cent in 2016.

Independent shops lost two points of

market share to drop to 20 per cent. It lost

in the four to seven age category but did

make gains with older vehicles, moving to

30 per cent market share.

The branded aftermarket was up two

points, thanks as well to the older model

age group. Overall, they have 12 per cent of

the market.

Quick lubes held just a single per cent of

market share overall in 2017.



Establishment used for electrical work by region 2017



22

Establishment used for electrical work by vehicle age 2016

75 59 66 7 12 10 3 1 2 15 28

60

50

40

30

20

10

0

70

80

60

50

40

30

20

10



Establishment used for electrical work by vehicle age 2017

84 7 15 12 1 2 1 30 20

70

80

54 66 8


QuickLubes


W 2

C 2

E 0

CAN 1 CAN

20W 16

C 20

E 25

CAN 12

W 11W

72

C 11C

67E

15

E 60

CAN 66



4 to 7 years

8 to 12 years

Canada



audio/entertainment system repair

A category that was

heavily dominated by the

dealerships in 2016 was

slightly less so in 2017.

Granted, dealerships still

own the lion’s share of the audio market

with 73 per cent. But that’s a drop of nine

points from last year, with falls in both

vehicle age groups.

The branded aftermarket seemed to pick

up the slack, going from just 7 per cent

market share to 16 per cent in 2017. They

saw gains in both age groups.

Independents stayed relatively steady,

gaining one point overall to 9 per cent

market share.

Quick lubes saw a gain in the eight to 12

age group, from 3 per cent to 6 per cent

market share in 2017, but still only have a

2 per cent hold on the market.

Establishment used for audio/entertainment work by region 2017

60

50

40

30

20

10



Establishment used for audio/entertainment work by vehicle age 2017

78 16 14 16 1 6 2 13 9

70

80

67 73 6



8

Establishment used for audio/entertainment work by vehicle age 2016

88 76 82 6 7 2 3 2 4 12

60

50

40

30

20

10

0

70

80

10

90


QuickLubes


W 6

C 2

E 1

CAN 2 CAN

9

W 7

C 9E

9

CAN 16

W 9

W 78

C 20

C 69 E

15E

74

CAN 73

heating, ventilation, and a/c

Dealerships have fallen back

a bit in the HVAC category.

After a nine-point jump from

2015 to 2016, they dropped

their market share by six

points to 60 per cent. The biggest fall came

in the older model group, dropping five

points.

The branded aftermarket returned to

and went beyond its 2015 numbers. Now

at 15 per cent market share, it grew four

points from 11 per cent in 2016, when it

dropped from 14 per cent in 2015.

Independents gained back some of their

losses overall. In 2015, they had 26 per cent

market share before falling to 20 per cent in

2016. In 2017, independent shops climbed to

22 per cent overall.

Quick lubes were up a point overall to

4 per cent.

Establishment used for HVAC work by region 2017



20

Establishment used for HVAC work by vehicle age 2016

77 53 66 8 15 11 3 5 3 13 28

60

50

40

30

20

10

0

70

80

60

50

40

30

20

10



Establishment used for HVAC work by vehicle age 2017

72

70

80

46 60


QuickLubes


W 3

C 6

E 1

CAN 4

CAN 22

W 17

C 22

E 28

CAN 15

W 13W

67

C 13

C 59

E 19

E 52

CAN 59

12 18 15 2 5 4 13 31 22






new products |

continues on page 32

Monroe expansionMonroe’s Quick-Strut

line has expanded

once again. An

additional 46 strut

assembly part

numbers are now

available, covering

more than 5.3 million

vehicles. More than

half of the part

numbers are the

first available for

their respective

applications from a

major ride control

manufacturer. So far

this year, Tenneco

has added 255 part

numbers, covering

almost 60 million

strut replacement

opportunities. Some

of the applications

covered by the

include: 2012-2015

Buick Verano 2.4L

(front); 2011-2012

Chevrolet Cruze 1.4

& 1.8L (front); 2012

Honda Civic Sedan,

Coupe, Coupe DX &

LX (front); 2011-2013

Hyundai Elantra Sedan

GLS & Limited (front);

2010-2012 Subaru

Outback 2.5L (front);

and 2012-2014

Toyota Yaris (front).

www.monroe.com

TTX line expansionMevotech’s Over-Built chassis line, TTX: Terrain

Tough Xtreme, is getting an expansion. The

company’s TTX unitized control arms, tie rod

ends, and stabilizer links include Mevotech’s

newest innovation, the patented locking boot.

It provides an optimized factory seal on the

integrated ball joints. The Over-Built line features

thicker, forged materials and patented ball joint

internals. The TTX line offers all joints, OCC

stabilizer links, ball in socket stabilizer links,

control arms and tie rod ends.

Mevotech

www.mevotech.com

New Total motor oilsTotal Canada has introduced new mineral engine

oils: Total Quartz 5000 Future XT and Total

Quartz 5000 SN. These will replace old versions,

the Total Classic SN/GF-5 and SN. Total Quartz

5000 will offer two types of products in various

grades: Total Quartz 5000 Future XT 5W-20,

5W-30 and 10W-30; and Total Quartz 5000 SN

10W-40 and 20W-50 The Future XT range will

offer a mineral oil formulated with the same fuel

economy technology as other Quartz products.

Total Canada

www.total-canada.ca

New Carter part numbersCarter Fuel Systems has

introduced 19 new part

numbers, covering a series

of model year applications

ranging from 1998 to 2017.

Included are 12 fuel pump

module assemblies, three

direct injection high pressure

fuel pumps, three fuel

pump tank lock rings and

one fuel tank sender

assembly. The new part

numbers fit popular domestic

models such as the Dodge Ram, Chevrolet

Silverado, Chrysler 200 and Buick Allure,

coverage that reaches 3.2 million additional

passenger vehicles. The introduction of these

new numbers expands coverage to fit commonly

driven foreign-manufactured models, including

the Nissan Cube, Volvo S70, Honda CRV, and

Toyota Prius.

Carter Fuel Systems

www.carterfuelsystems.com

Philips Ultinon LEDsLumileds has introduced Philips Ultinon LED

lights, a new and advanced generation of LED

lighting options for the automotive aftermarket.

The lights are available in four colour options:

cool blue, intense red, intense amber, and

6000K bright white. They are designed as direct

replacements for conventional bulbs in stop

lights, turn signal lights, backup lights, taillights,

position lights, hazard lights, trunk lights, glove

compartment lights and interior floor lights. The

lights include a CANbus adapter for trouble-free

installation.

Lumileds

www.lumileds.com


new products |

Discover this exclusive collection of premium quality tools and equipment, available in select

Bumper to Bumper and Auto Parts Plus stores, at

WWW.GOMAKTIG.COM

Mäktig is a trademark of Uni-Select Inc. All rights reserved.

MÄXIMUMPOWER

Liqui Moly oil for PorscheLiqui Moly has released an

oil made specifically for

Porsche vehicles. Synthoil

Energy A40 0W-40 is

designed for the type of

engine power Porsche

vehicles demand from their

motor oil. The new product

from Liqui Moly is officially

approved by Porsche for

all vehicles that require an

oil with the company’s A40

standard. That means pretty

much every Porsche with

a gasoline motor. The oil is not meant for use in your typical

vehicle, only sports cars. It is a newly developed synthetic

motor oil from Liqui Moly. With a 0W-40 rating, its viscosity

is greater than many conventional oils.

Liqui Moly

www.liqui-moly.com

Rancho ‘Level It’ suspension systemRancho announced that its

‘Level It’ Suspension System

is available for 2004-2008

Ford F-150 trucks. It’s a two-

inch suspension system (part

no. RS66502R7) to deliver

on- and off-road performance

benefits while eliminating rake.

Included in each suspension

kit is a set of Rancho quicklift

RS7000 monotube struts.

These are engineered

specifically for light trucks and

sport utility vehicles with a

higher centre of gravity. The

units feature application-specific valving and a high-pressure

nitrogen gas charge and are designed to reduce body roll for

increased ride performance and stability. The kits include a

set of sway bar drop brackets to ensure optimal engineering

angles for roll and sway, improving ride precision. The

suspension system is designed to accommodate tires up to

35 inches in size, with minor trimming required, as well as

transfer of the stock factory spring and top mount.

Rancho

www.GoRancho.com

Looking for more? Visit www.autoserviceworld.com/products to

stay on top of the latest product announcements.

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Oil Pumps Oil Control ValvesManual Transmissions Timing Chain Covers

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www.aisinaftermarket.com

Mahle Original gasket catalogueThe 2017 gasket catalogue from Mahle Aftermarket is now available. It covers domestic,

European and Asian applications in North America. The Mahle Original catalogue has

6,871 SKUs with 1,314 new part numbers. Plus, another 1,151 part numbers are exclusive

to Mahle. More than one million applications are covered by the new catalogue, which

represents more than 35 million vehicles in operation in North America. The catalog can

be downloaded in PDF format from

the company’s website and through

an e-catalogue at catalog.mahle-

aftermarket.com/na. Users can search

by product, vehicle make and engine.

It’s available in three languages: English,

French and Spanish.

Mahle Aftermarket

www.mahle-aftermarket.com

Walker part number expansionThe Walker emissions control line has

been expanded to cover an additional

21 million passenger vehicles. Tenneco

announced that there are 103 new part

numbers for various Walker products,

covering direct-fit catalytic converter,

premium muffler/muffler assembly,

pipe, resonator and hardware part

numbers. Included in the new parts

are: 27 new direct-fit Walker CalCat

catalytic converters that are compliant

with the California Air Resources Board;

23 Environmental Protection Agency-

compliant direct-fit Walker Wultra

converters; and 29 premium, stainless-

steel Walker Quiet-Flow SS mufflers/

muffler assemblies. For a list of vehicles

covered by the expansion, visit the

products page at autoserviceworld.com.

Walker Emissions Control

www.walkerexhaust.com



social media 101 |

demographic information, including such

basic info as gender, age, occupation and

location, all of which you can use in a

variety of useful ways. You can quickly

ascertain, for example, whether your

followers are mostly under 35, come from

outside your local area or are primarily

independent jobber store owners or auto

repair shops. All of this can help you see

who’s following you and what engages

them most.

Social media polls are especially good

for quick, straight-from-the-hip info on

what followers want from your business,

both generally or in precise ways, such as

gauging the effectiveness of a particular

marketing or sales campaign. Say you’ve

As a business, you should naturally

welcome feedback at every

opportunity. Actually, one of the easiest

and fastest ways you can generate it is –

literally – right at your fingertips.

Along with your regular social media

activities, try sending out occasional polls

now and then. Even though the results

may not be as scientific as more elaborate

methods of surveying your customer

population, social media polls are pure

gold for pulling in quick answers while

providing other benefits as well.

Social media polls can add value

to many aspects of your social media

marketing – and for that matter, your

overall marketing plan. They’re great Ph

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for taking the pulse of your followers

on new products and services, specific

aspects of your business, and even the

nature of your social media activities

themselves. Soliciting feedback from your

followers can help you understand what

information is most engaging to them, and

can help you fine-tune your posts to keep

them interested.

Polls are also great for helping you get

a handle on who’s reading your social

media marketing, especially those who

are engaged enough to respond, since

answering polls requires some action on

their part.

The polling feature on major social

media platforms automatically tabulates

A SURVEY OF SOCIAL MEDIA POLLS


just done a promotion that’s tied in with

a particular event, such as your founder’s

birthday. Did customers hear about it?

Did they take advantage of it? What would

they like to see in future promos?

You can also ask, in advance of it, what

your customers might prefer – would they

rather have a 20 per cent discount on

batteries or on motor oil? Questions like

this not only help increase the success of

a given promotion, but demonstrate that

your customers’ opinions are important

to you.

Social media polls don’t always

have to be about business subjects just

because you have a business account.

This is where the power of social media

has a way of putting a human face on

your business and can be very effective.

Remember to be careful and keep things

light and in good taste. No matter how

casual your poll may be, it still represents

your business.

Along with regular business polls,

you might occasionally send out a

lighter query. On Grey Cup weekend, for

example, ask followers who they think

will win. On Valentine’s Day, ask whether

your followers are buying flowers or

candy for their sweethearts.

Among the major social media

platforms, Twitter’s polling feature is

perhaps the most popular, simply because

its polls are easy to create and even easier

to respond to. To create a Twitter poll,

click on “Compose Tweet,” then “Add

Poll.” A handy template comes up that

allows you to pose your question and

choose multiple-choice or short written

responses. Then specify a time limit to

gather responses.

Facebook just rolled out a brand-new,

updated polling feature last month. As

with Instagram Stories, yet another online

polling tool, its polls are limited to two

answer options. To draw attention to your

Facebook polls, you can attach GIFs and

photos. You can track vote counts as well

as those who cast the votes.

With all the major polling tools, you can

specify whether to send the poll out right

away or at a later time – the first day of

a show, for example. Don’t just set it and

forget it, though. As with any time-delayed

marketing, there’s always a chance the

BY LUCIANA NECHITA, DIRECTOR OF PUBLIC AFFAIRS AT AIA CANADA; MARTHA UNIACKE BREEN, CONTRIBUTING EDITOR OF JOBBER NEWS.

timing may turn out to be sensitive. Just

ask the airline that reserved a full-page

newspaper ad in advance, which ran on

the same day as a major plane crash.

Don’t look to social media polls as

a way of gleaning comprehensive and

highly accurate marketing data on your

audience. For that, you might consider

more formal surveys, online services such

as Survey Monkey, or professional market

research companies (or tap into AIA’s

authoritative data analytics resources).

But as a tool for generating quick-and-

easy answers to questions, engaging your

followers, and adding a bit of fun to your

web presence, a social media poll can’t

be beat. And the results may, from time to

time, even surprise you. JN

Social media polls can add value to many aspects of your social media

marketing – and for that matter, your overall marketing plan.

As a global leader in OE brake systems, ATE delivers leading-edge technology and unmatched quality. Now, the aftermarket once again has access to the brand that has set the standard for brakes in Europe and around the globe.

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GOT AN IDEA OR QUESTION ABOUT SOCIAL MEDIA MARKETING? We’d love to hear from you. Drop us a line at [email protected], tweet us @JobberNews, or visit our Facebook page at facebook.com/JobberNews.

THERE’S MONEY TO BE FOUND IN YOUR BUSINESS

The challenges of running a business today

are daunting.

Managing rising raw materials costs, a multi-

generational workforce, disruptive technologies

and changing consumer expectations put

enormous pressure on business owners to protect

margins, remain competitive and sustain profitable

growth.

If you had the opportunity to get the leg up

on your competition, wouldn’t you take it? But

investing in innovation, expansion or new talent

all cost money, which you probably think you

don’t have.

But what if I told you there’s money to be found –

if you look in the right places.

Felix Gelt, a principal in the performance

improvement practice at Farber Financial Group,

believes that most businesses can unleash cash

by looking closely at their internal sales, general

and administrative (SG&A) expenses. These areas

are often overlooked because they’re deemed

insignificant, or business owners don’t have the

time to examine and address them effectively.

However, doing a thorough analysis of SG&A

expenses on a regular basis – through an expense

reduction analysis (ERA) – can yield anywhere

from 5 to 30 percent savings in operating costs.

The increase in cash flow can help mid-market

organizations address the ongoing squeeze they

continually face, where suppliers want to increase

their prices, while customers demand lower costs.

The added profitability can be used to fund

growth opportunities, so it’s well worth the effort.

Gelt says there could be up to 100 indirect

expenses that a business can incur from

operations. Some of the most common ones that

businesses can target for savings include insurance,

merchant fees, freight, print, telecommunications

and internet service, travel and entertainment

expense management, and waste management.

An ERA examines the largest of these areas

and studies your contracts (if applicable) to

ensure they provide the best possible services and

performance from your vendors. Next, it analyzes

your expense reports and invoices to ensure you’re

not overspending, under-utilizing resources or

experiencing billing errors.

If any of these issues appear, ERA specialists

can: quantify your potential savings; renegotiate

your contracts; speak with your vendors to fix and

reconcile any billing errors; adjust any orders so

you’re only spending on the services and products

you need to operate your business efficiently;

and outline a project plan so you can see exactly

where and when your savings will hit your income

statement in the months ahead.

A key reason businesses have increasing

challenges with their SG&A expenses is from a lack

of contracts with vendors. Many entrepreneurial

organizations rely on a verbal agreement or a

handshake, neglecting to get the details of their

agreement down on paper and signed by both

parties.

A contract not only outlines terms and

conditions, but it can also be used to document

discounts, incentives for paying early and service

level agreements, Gelt says. Review your contracts

on a regular basis to ensure your vendor is meeting

its obligations and the service levels you want.

Does your company overspend and waste

resources? Have few, if any, contracts with

suppliers? Those are just a couple of reasons why

an ERA could benefit your business.

Whenever you’re buying more than you

need, spending more than you have to or not

taking advantage of optimized vendor contracts,

you’re negatively impacting your cash flow and

profitability.

And it may be the reason you’ve put off

opportunities for growth. JN

money & management |

BY MARK BORKOWSKIMark Borkowski, Mercantile Mergers & Acquisitions Corp. Mercantile is a mid-market M&A brokerage firm.

Contact: www.mercantilemergersacquisitions.com


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Do you have news to share?

An upcoming event? A letter to the editor?

Send it to [email protected].

GET THE FULL AFTERMARKET PICTURE!MORE NEWS, MORE PRODUCTS, MORE FEATURES

Get tips from Bob Greenwoodwith “Greenwood’s Garage”See the latest in the “EyeSpy” Seriesnarrated by Allan Janssen, editor of CARS

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Schaeffler . . . . . . . . . . . . . . . . . . . . 9www.repexpert.ca

ProMax Auto Parts Depot . . 2www.autopartsdepot.ca

Mann+Hummel - WIX . . . . . 16www.wixfilters.com

NAPA . . . . . . . . . . . . . . . . . . . . . . . . 23www.napacanada.com

Liqui Moly . . . . . . . . . . . . . . . . . . 24www.iuseit.us

JD Power . . . . . . . . . . . . . . . . . . . . 15www.jdpower.com/ JobberNews

Maktig . . . . . . . . . . . . . . . . . . . . . . . 32www.gomaktig.com

Uline . . . . . . . . . . . . . . . . . . . . . . . . . . 8www.uline.ca

Continental VDO . . . . . . . . . . . 11www.vdo.com/usa

Ford . . . . . . . . . . . . . . . . . . . . . . . . . . . 4www.ford.ca/wholesale

Brake Parts Inc. Raybestos . . . . . . . . . . . . . . . . . . . 20www.raybestos.com

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ATE Premium Brake Parts 35www.ate-na.com

Akebono . . . . . . . . . . . . . . . . . . . . 40www.akebonobrakes.com

Aisin . . . . . . . . . . . . . . . . . . . . . . . . . 33www.aisinaftermarket.com

AAPEX . . . . . . . . . . . . . . . . . . . . . . . 12www.aapexshow.com


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THE IMPORTANCE OF PRICING CORRECTLY FOR PROFIT

In the service shop business, there’s always some-

one who wants to cut prices.

They figure that if business is good, a lower

price will help capture an even greater share of the

market. And if business is bad, the reason for cut-

ting prices is to help retain the existing share of the

market.

Make this clear to your shop customers: they

cannot cut prices without cutting service or qual-

ity. Doing so has a dramatic impact on the shop’s

credibility, which is everything when it comes to

building trust.

Most shops do not charge enough for their prod-

ucts or services. When things are good, businesses

need cash to fuel growth. That cash could be gen-

erated by higher margins. When business is bad,

cutting prices often makes matters worse because

sales will need to increase significantly to recover

the dollars lost by the cuts. You work harder

instead of smarter.

Charging too little can have a disastrous effect

on your business. For example, suppose that you

sell 100 units of an item a month at $1.00 each.

They cost you 55 cents each giving you a gross

profit of $45 and a gross profit margin of 45 per

cent. If you cut your price by 15 per cent and your

unit volume stayed the same, your sales would

drop to $85, your gross profit to $30, and your gross

profit margin to 35 per cent.

But if you want to maintain your original $45

gross profit after the price cut, you will have to

increase your monthly sales by 50 per cent. You

would now need to sell 150 units to maintain the

same dollar gross profit you were making when

you were selling the 100 units.

It would make more sense to have a price hike.

If you raised it by 15 per cent, and your unit vol-

ume stayed the same, your sales would now go up

to $115 and your gross profit to $60.

Even if there was a drop off in sales, as long

as your unit volume does not go below 75 units

(25 per cent less volume), you are making more

money. The price increase would improve your

gross profit from the original $45 even with a sales

drop. The math proves that you can sell less vol-

ume and make more money.

In the aftermarket,

selling less volume

and making more

gives the business new

found time to spend

with the customers

to educate, enhance

credibility, explain the

value they bring to the

table for the customer

and build the trust

that is required. Now

you’re working smarter

instead of harder.

Calculate the

changes you would need to see in sales volume

to maintain gross profits after a price increase or

decrease. This exercise should be a must before

any service shop lowers its prices or has a sale.

Price cuts mean the shop has to generate unit

volume increases at a rate that is often impossible

to reach. On the other hand, price increases can

sustain large decreases in unit volume and still

improve gross profit.

And improved gross profit means improved net

profit. JN

business management |

When business is bad, cutting prices often makes matters worse because sales will need to increase significantly to recover the dollars lost by the cuts.

BY BOB GREENWOOD

Bob Greenwood, AMAM (accredited master automotive manager), is president and CEO of Automotive Aftermarket E-Learning Centre Ltd. (AAEC). He has over 40 years of business management experience within the independent sector of the automotive aftermarket industry in North America.

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