Mountain March 2013

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A u t o m o t i v e C o u n s e l i n g & P u b l i s h i n g C o . I n c .
8 9 9 L o g a n S t . , S u i t e 3 1 1
D e n v e r , C O 8 0 2 0 3
E l e c t r o n i c S e r v i c e R e q u e s t e d
Serving Colorado, Wyoming, W. Kansas, W. Nebraska, & New Mexico Volume 28 Number 3 March 2013
U . S . P o s t a g e
C o l u m b i a , M O
P e r m i t N o . 3 5 3
Pages 19-25 C1-C4
Estimators and techs pair for
accurate blueprints at Auto Image . . 19
Collision repairer has locations
in Castle Rock, Highlands
Ranch, and Parker, where
operations are smooth in part
by having the right people and
systems in place.
Business attorney tests shop owners’
knowledge of employee law . . . . . C-2
Cory King offers attendees at the recent CIC
a pop quiz on their knowledge of human
resources practices.
Toyota’s Predictive Estimating promises
quicker, more accurate repairs . . . . . C-4
Software tool will be integrated into
estimating platform, with other OEs to follow.
Collision Tools & Equipment . . . . . C-4
Collision Repair Training Notes . . . 22
Toby Chess advocates use of OEM
information at ASA-CO symposium . 23
by Michael Anderson
Castle Rock, Colo.—During the
Waldo Canyon fire last summer,
Chad King and his crew were hard
at work helping those who helped
us. As 1,300 firefighters joined
forces to battle the 18,247-square-
foot blaze, Douglas County Diesel
technicians were on-site maintaining
more than 500 diesel-powered fire
trucks and recovery vehicles.
King, owner of Douglas County
Diesel, is an active firefighter in the
Jackson 105 Fire Department, and
has a contract with the State of
Colorado to perform mobile diesel service
and repair for fire departments.
“There were 30 different fire
departments from around the country,”
driving everything from light-duty pickups
to International 4600 series trucks, King
Working on-site continuously for a
month wasn’t easy, King said, but he and
his nine employees enjoyed it. During the
month, King said, he rotated his eight
technicians, so one was on-site at any
given time.
Whether performing an oil change in the
field or in the shop, King said he and his
technicians pay equal attention to doing the
job right.
Entrepreneur at heart
King said he’s always played the role of
entrepreneur, first as a teen helping his
father, Ron King, work on heavy diesel
excavating equipment, then in high school
running a lawn mowing business with
several employees.
Working on his own older diesel pickup
trucks, and attending Red Rocks
Community College and Metropolitan
State, gave him solid understanding of
general automotive repair.
“The industry has intrigued me for a
long time,” he said.
After working as a technician for
independent shop owners, King said he
seized the opportunity to purchase the
assets and customer list of a struggling
diesel shop in Castle Rock in 2007.
The purchase ended up being “blue sky,”
he said, adding that he made the best of it,
relocating the shop twice as business grew.
The shop is now located at 1221 Caprice
Dr., complete with a showroom and 12
bays, he said, adding that it was formerly a
franchise dealership.
All things diesel
Given the breadth of services the shop
offers, King and his technicians will work
on just about anything, from import
passenger diesels to Cummins-, Power
Stroke-, and Duramax-powered pickups to
tractor trailers.
“We try to be able to handle anything
that comes in,” King said, which adds up to
about 11 diesels a day. “My employees are
INSIDE Parts & People
More than 9,600 circulated
Rocky Mountain CFC Equipment Service
offers Section 609 A/C certification . . 3
To better support its
Robinair customers,
the owners of
RMCFC offer
Section 609 A/C
training and certifcation for Front Range
Innovation — from concept to market —
sets Peterson Manufacturing apart . . 3
ASA-CO Symposium speaker urges
shops to plan for ‘tomorrow’ . . . . . . . . 5
Dan’s Garage finds success in rural fleet
markets through mobile repair niche . 7
La Salle repair shop succeeds by
going out in the feld to “fx
whatever the farmer owns,” and
service over-the-road feets.
New website ‘toolbox’ can help shops
prepare for NCCM in April . . . . . . . . . .10
Heavy-duty industry arrives in record
numbers for HDAW 2013 . . . . . . . . . .11
Successful execution of brand
promise and value drives profits . . . . 12
As emerging technology gains traction,
charging systems are adapting . . . . 13
Denver shop owner says aftermarket is
challenged to attract new talent . . . 15
The aftermarket
needs an infux of
gifted workers in its
bays and behind its
counters, says
Steve Eitel, owner
of South Denver
Speaker Vin Waterhouse warns against
RO discounts at ASA-CO symposium . 27
Auto Notes . . . . . . . . . . . . . . . . . . . . . 28
Mechanical Repair Training Notes . . 30
OTC breaks new ground with launch
of tablet-based diagnostic tool . . . . . 31
Cooper’s Keys to Auto Repair Profits . 32
Automotive industry gathers in
Golden for ASA-CO symposium . . . . . 33
New Product Notes . . . . . . . . . . . . . . 34
People & Places . . . . . . . . . . . . . . . . . 36
Chad King, owner of Douglas County Diesel,
says he and his crew work on all things diesel,
including fire trucks.
Douglas County Diesel takes equal care,
whether helping firefighters or the public
More photos and
articles at
Online Edition at
Underhood Maintenance
& Air Conditioning
. . .
Medium- & Heavy-Duty Truck
Continued on page 26
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Shop owners could face steep fines without Section 609 A/C training
Parts & People March 2013 Page 3
Underhood Maintenance & Air Conditioning / Medium- & Heavy Duty Truck Focus Issue
by Matthew Sevart
Grandview, Mo.—In 2010, the
U.S. Department of Transportation’s
Federal Motor Carrier Safety
Administration launched the
Compliance, Safety, Accountability
(CSA) program, which included the
Safety Measurement System (SMS),
a system designed to monitor and
analyze all safety-based violations
committed by heavy-duty
commercial fleet vehicles and their
“The CSA is keeping records of
the over-the-road trucks and fleets to
determine on-road performance in
order to identify unsafe vehicles,”
said Mark Assenmacher, marketing
director for Peterson Manufacturing
Co., an innovator in the production of
vehicle safety lighting, reflectors,
electrical harnesses and related heavy-duty
products. “They are reviewing and scoring
the fleets and drivers’ operational metrics.
Fleet and maintenance directors are trying to
protect their ratings and drivers in a number
of ways, and one of which is maintaining
operational lighting.”
Vehicle safety lights are one of the few
observable violations that a highway
patrolman can immediately see and cite.
Many fleets are making changes to their
lighting systems in order to avoid those
citations, while enhancing the overall
effectiveness of vehicle safety lighting on
heavy-duty/fleet trucks, said Steve Meagher,
vice president of sales for Peterson
One major push, he said, has been the
implementation of LED lights, which
Peterson designs, manufactures, and
markets under its Piranha brand.
“LED lights are a superior product and
last six to 10 times longer than traditional
bulb assemblies,” Meagher said. “As a result
of the regulations and the price point on
LEDs getting closer to the incandescent
lights, we are seeing more and more trucks
and trailers outfitted with LEDs.”
And while LEDs have extended the life
expectancy of the lights, the light is only as
good as the wiring harness that connects to
the assembly, which can often become
corroded, leading to major component
failures, he said.
The corrosion occurs, Assenmacher said,
as a result of a mixture of road chemicals
that develops on the undercarriage of trailers
as trucks drive through different weather
“We call it the chemical cocktail,” he said,
“and it is causing corrosion, which is the No.
1 issue for producing ineffective equipment
— something fleets want to avoid.”
Five years ago, in response to the
corrosion issue that so many fleets were
facing, Meagher said Peterson
Manufacturing began R & D on a modular
harness/lighting system, resistant to
corrosion. One year later, the
Peterson Defender System
was manufactured and sold
to replace traditional
electrical harness systems.
“For 25-30 years, the R &
D on traditional harness
systems had been limited,”
Meagher said. “We designed
significant improvements
and took it a step further
with the corrosion issue, so
we made the investment and
created a single- source
solution that is now in its
fourth year of production.”
Assenmacher added that
the Defender System comes
with a 10-year warranty,
specifically covering
corrosion, and is currently
installed on a number of major over-the-
road fleets, and with more than three billion
miles on the road, there has been little to no
warranty issues.
Turning a new product such as the
Defender System around in just one year,
from concept to market, while maintaining
strict quality control, is a testament to
Peterson Manufacturing Company’s vertical
integration, which allows Peterson to keep
everything in house, Meagher said.
“We have 10 different divisions of
Peterson Manufacturing,” said Meagher,
adding that the company’s 670,000-square-
foot campus, with 450 employees, houses
management, sales, engineering, research
and development, manufacturing and
assembly, quality control, purchasing,
shipping, receiving, and warehouse
“All our core items are made right here on
the campus,” he added. “We design our own
tools, cut our own tools, and mold our own
parts. Being a USA manufacturer really
differentiates us from others in the industry,
and right now, we are seeing more
companies than ever basing their purchase
decisions on ‘Made in the USA.’”
One of the major benefits to vertical
integration is avoiding the hold-up
problem that often occurs when relying on
others in the supply chain, Meagher said.
“We can go to the customers, talk to
them, find out what they need or have
issues with, and start engineering solutions
for them,” he said. “The overseas
importers and suppliers don’t have the
ongoing product development, and that’s
what differentiates us from them — we
offer a total electrical solution for our
Peterson Manufacturing will soon be
celebrating its 70th year in business, and
while much has changed in the company
that got its start in the tire pump and horn
business, before finding its niche in
lighting, one thing has remained the same,
and that is the focus on the customer,
Meagher said.
“Business is so complicated today. You
have to look at the whole program — price,
quality, service, innovation, new products,
lead times, and customer service — you
call into Peterson, you are going to get a
live person. Guaranteed.”
Assenmacher added that Peterson
Manufacturing is reaching out to its
customers through a number of social
media avenues as well.
“We have a Facebook page, a Twitter
feed, a YouTube channel, and a LinkedIn
page,” said Assenmacher, adding that
Peterson is also releasing a new corporate
video that we will be available throughout
the 2013 tradeshow season. For more
information on Peterson Manufacturing or
to request the 2013 corporate video or
master catalog, contact Assenmacher at n
Peterson Manufacturing says innovation — from concept to market — sets them apart
Being a USA manufacturer, and producing all the core Peterson
Manufacturing items in house, via vertical integration, really
differentiates Peterson from others in the market, says Vice
President of Sales Steve Meagher (r.), pictured with Marketing
Director Mark Assenmacher (l.), and Receptionist Karman
by Michael Anderson
Denver—Something as simple as
having an uncertified technician top off a
customer’s A/C system with refrigerant
can subject shop owners to hefty fines —
up to $37,500 a day — by the
Environmental Protection Agency (EPA),
warned Lynn and Mark Cirbo, the
husband-wife duo who own and operate
Rocky Mountain CFC Equipment
Service, a Robinair sales and service
Beyond selling and servicing A/C and
tire service equipment, the Cirbos have
taken the next step to ensure their
customers are compliant and
trained on the EPA’s Section 609
of the Clean Air Act. Once
again this year, three training
sessions will be offered at the
Rocky Mountain CFC
warehouse, located at 851 E.
Highway 224, in Denver. The
sessions will be on the evenings
of March 21, June 20, and Sept.
“Anyone performing mobile
A/C service for payment must
be certified,” said Lynn Cirbo,
who became a Mobile Air
Conditioning Society (MACS)-approved
Section 609 trainer in 2011.
Technicians must pass a written test at
the conclusion of a training session to
become certified, she said. “It’s a good
idea for the shop owner to have copies of
all techs’ certifications on file. If the EPA
walks in, they’ll want to see that.”
“There are owners out there who are
not aware of the requirement,” said Mark
Cirbo, who is also MACS certified, along
with their lead equipment service
technician, Kevin Thomas. While it’s not
illegal to purchase R-134a without
Lynn and Mark Cirbo, owners of Rocky Mountain
CFC Equipment Service, offer MACS-approved A/C
training and certification, a necessity for any shop
conducting A/C service.
Continued on page 6
Page 4 March 2013 Parts & People
Parts & People
The Monthly Regional Publication
For Rocky Mountain
Automotive Specialists
Volume 28 / Number 3, March 2013
Publisher: Lance Buchner
Associate Publisher: Michael Anderson
Managing Editor: Rob Merwin
Contributors: John Yoswick,
Jerold B. Smith, Matthew Sevart,
Jay Sicht, 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
Mountain Edition
899 Logan Street, Suite 311
Denver, Colorado 80203
Phone: 303-765-4664
Toll Free: 800-530-8557
Corporate Office
Automotive Counseling & Publishing Co., Inc.
PO Box 18731, Denver, Colorado 80218-7310
President/Publisher: Lance Buchner
Associate Publisher: Michael Anderson
Founded by Lance Buchner and Dave Lucia.
Executive Assistant / Financial and IT Manager:
Amanda Buchner
Web and Production Manager: James Faust
Circulation: Tracy Buchner,
Subscriptions are free to all automotive-related
Rocky Mountain regional business owners and
managers; $36 per year, per edition to all others.
For mail renewals or change of address, please include
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Reproduction of any of the contents of this publication
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permission of the publisher. Copyright 2013,
Automotive Counseling & Publishing Company, Inc.
All rights reserved.
Publisher’s Statement
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Shifting ‘sweet spot’ is an industry challenge
The “Aftermarket sweet spot” is an accepted concept in the
industry generally agreed to be the age range of vehicles where
the entire aftermarket channel, especially independent repair
and maintenance, thrives. Sweet-spot vehicles range from
those just out of warranty to older ones that are still worth
putting significant money into maintenance and repair.
A recent AASA (Automotive Aftermarket Suppliers
Association) Industry Analysis, well-crafted and written by
Paul McCarthy, vice president of industry analysis, and Bailey
Watson, AASA analyst, brings clarity to the concept and
describes a shrinking, shifting sweet spot in an expanding
vehicle parc anticipated now through 2018.
During the last few years, following the economic downturn
and resulting drop in new vehicle sales, the sweet spot
expanded in size to a range of six to 12 years. The sweet spot’s
larger size and range provided momentum and a profitable
target for the industry as a whole, but as the analysis reports, it
peaked in 2011 at 104 million vehicles and is estimated to drop
to 82 million by 2018. The decline of 22 million over six years
is directly linked to new car sales having dropped over the last
half decade. Now, an accelerated cycle of new vehicles
subsequently impacting the aftermarket sweet spot has begun.
The analysis concludes this is neither a headwind nor
tailwind, but rather advises that suppliers can prepare in
advance for the declining sweet spot. The report states
emphatically, however, “The market is not going away.” The
large U.S. vehicle parc of more than 243 million vehicles in
operation is not shrinking but, according to AASA projections,
will continue to grow into future years.
Resist unneeded reduction of sweet-spot vehicles
The AASA analysis not only provides clarity to the concept
of a diminishing sweet spot but confirmation of the challenge
ahead. More, perhaps, than any aftermarket segment, the
service industry thrives within the sweet spot of five to nine
years. From 10 years old and older, the vehicles coming to the
service industry for repair are less profitable and efficient to
service. Many in the industry view much of the 10 and over
vehicle population as benefitting the retail parts business and
“shadow” service providers outside the mainstream industry.
As suggested in this column before, other threats of
influence and intervention remain to further reduce sweet-spot
numbers. Industry leaders and associations will hopefully
maintain vigil to resist initiatives that will compound the
The current surge in new vehicle sales is driven, in great
part, by vehicle credit loans characterized by some credit
agencies as almost 50-percent subprime. In this economy,
“repo” will become “previously owned,” crowding the used
car market and providing impetus for vehicle parc turnover.
Under the guise of “green” there is building pressure to turn
the fleet faster to meet new standards. Programs such as the
ill-fated “Cash for Clunkers” need to be resisted. The number
of foreign buyers at vehicle auctions and the subsequent
exporting of U.S. vehicles should be curtailed, too. The
growing pressure toward GPS monitoring in all vehicles for
insurance, registration, and location-revealing purposes will
add additional pressure for car parc turnover.
An empowered EPA will skirt the need for legislation and
exercise its regulatory powers to thin the car parc of “old
technology” and determine vehicle life span for vehicles
currently in the sweet spot and beyond. Similarly, preventing
increased total-loss determination by insurers in collision
repair shops will keep more mid-age vehicles on the road.
Reducing further, unnecessary loss to the vehicle parc
“sweet spot” should remain a top-of-mind concern during the
next five years. n
Second annual ASA-CO symposium speaker urges shops to plan for ‘tomorrow’
by Rob Merwin
Golden, Colo.—CARQUEST’s Chris
Chesney presented a luncheon keynote,
“Service Bay of Tomorrow,” at the ASA-
CO Independent Automotive Professional
Symposium, Jan. 26, at the Denver West
Marriott in Golden, during which he urged
members to manage their customers’ time,
not waste it.
ASA-CO Executive Director Käri Foster
said 240 members attended the
association’s second annual one-day
training and networking event, which was
an increase from last year. In addition to
Chesney, attendees participated in daylong
workshops featuring speakers David
Talavera of ACDelco, Vin Waterhouse, of
The Waterhouse Group, (who also provided
the opening keynote address, see article, p.
27), Jason Virdin of CARQUEST, and
I-CAR’s Toby Chess (p. 23).
“This area, more than any other in the
country I visit or speak at, has a better
foundation in the automotive service
industry in regard to top-quality shop
owners and managers,” said Chesney,
industry trainer and CARQUEST director
of professional markets. “As an association,
it’s your challenge to encourage its growth
and vitality, and to make sure you have a
plan to service your customers into the
Chesney focused on how shops need to
manage their customers’ time effectively
and efficiently. Customers want to be
listened to and not treated like an
interruption, and they want to be serviced
while being kept informed, he said.
“Customers don’t want their time wasted,
so shops need to be service-ready.”
By 2025, the average fuel economy
standards will double to 54.5 MPG and
shops will see new technology and
standards rolling into their bays, he said.
“Gas-direct injection, eight- and nine-speed
automatics, automated manual
transmissions — all those technologies are
coming in your bays today and will
continue to.” Chesney added that a third of
vehicles on the road by 2025 will involve
evolving technology — hybrid, battery
electric, and fuel cell — for which shops
must also prepare for.
Between now and 2017, he said, shops
will see dramatic changes in body
technology to reduce vehicle weight using
plastics, alloys, magnesium, and titanium so
engines are more efficient and economical.
“Shop owners and managers must adopt
processes that ensure when a customer
walks in they have the means to service
them without having to run to a computer
or make a call — they have to be service-
ready,” he said. “If you’re not, you’re
wasting their time.”
Training is not treated as a high priority,
but it needs to occur every week, whether
it’s technician training, management
training, or customer service training, he
said. “Technicians not also only need the
proper tools, but they must know how to
use them and be prepared for whatever
comes into the bay.
“Your customer walked in and made a
choice to invest time with you; don’t
mismanage it.” n
Parts & People March 2013 Page 5
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Chris Chesney, industry trainer and
CARQUEST director of professional
markets, says ASA-CO has a better
foundation in the automotive service
industry in regard to top-quality shop
owners and managers than anywhere else
he visits in the country.
“Your customer walked
in and made a choice to
invest time with you;
don’t mismanage it.”
training and certification, it is
illegal to service a customer’s A/C
system without Section 609
certification, he noted.
“Most shop owners and
technicians want to make sure
they’re doing it right,” he said,
adding that they often want to learn
how to maximize the capability of
the A/C Recycle Recovery
Recharge (RRR) machine to do a
better job on the vehicle. “There
are more features on the machine to
help diagnose what’s going on with
the vehicle.”
Modern A/C equipment has changed
over the last few years, thanks to the SAE
J2788 standard that took effect at the end
of 2007, Cirbo said.
“The machines now recover 95 percent
of the refrigerant from the vehicle,” he
said, a requirement of the J2788 mandate.
“When charging, it’s within a half-ounce
of accuracy.”
Hybrid A/C service
Conducting A/C service on hybrids also
requires separate machines, he said,
adding that Robinair uses an “H”
designation at the end of its model
number (34788-H) to indicate hybrid-
only use.
The reason a separate A/C machine is
required for hybrid service, he said, is
that the A/C system uses a non-
conductive oil to lubricate the A/C
compressor. Conductive oil used in
conventional A/C systems will fry the
hybrid compressor, he said.
Technicians attempting to conduct A/C
service on a hybrid vehicle must be
trained, not only for EPA certification and
proper repairs, he said, but for their own
safety because of the high voltage.
Ozone depletion
Once an accepted practice and
considered benign to the
environment, venting an A/C
refrigerant into the atmosphere is
now known to degrade the earth’s
ozone layer and is illegal, the
MACS certification manual states.
The best practices taught in the
class offered by the Cirbos help
minimize refrigerant loss into the
atmosphere, Lynn Cirbo said.
Participants in the class are also
made aware of the negative health
effects of ozone depletion that
range from skin cancer to
Automotive recyclers that obtain end-
of-life vehicles are also subject to Section
609 regulations and are required by law
to recover refrigerant, Mark Cirbo said.
Several A/C equipment manufacturers
have recovery-only machines. The
reclaimed R-134a is then taken to
facilities that clean it for resale or burn it
off if impurities are found.
Registering equipment with EPA
“A lot of shop owners don’t know their
A/C machines must be registered with the
EPA,” he said.
An EPA form is included with every
Robinair machine that is sold, he said,
adding that the form can also be
downloaded from
As more collision repair shop owners
buy A/C machines and do their work in-
house, they need to know the EPA
requirements for registering equipment
and certifying the technicians using it, he
Slow acceptance of R-1234yf
Unlike the switch from R-12 to R-134a,
the use of R-1234yf by U.S. automakers
is not yet widespread, he said. Commonly
found in European vehicles, R-1234yf is
only found in the 2013 Cadillac XTS and
ATS, he added.
Accepted by some automakers and
rejected by others, R-1234yf is taking a
much slower course in the U.S., he said.
The jury is still out on the safety of the
refrigerant, which under the right
circumstance in a frontal collision can
escape and possibly ignite under the
Nevertheless, Cirbo said his business is
stocked with Robinair R-1234yf parts and
prepared to service R-1234yf-capable
A/C machines in the field. n
Shop owners could face steep fines without Section 609 A/C training
Page 6 March 2013 Parts & People
Continued from page 3
Aaron Messenbrink of Rocky Mountain CFC pulls an
inline filter for an A/C machine.
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La Salle, Colo.—Dan’s Garage & Sons’
Owner Dan Baker says he built his shop in
1978 on the premise of fixing whatever the
farmer owns, whether it be a field truck,
chainsaw, or dairy equipment.
“For a dairy or feed yard, you can’t just
drive most of the equipment down here,”
he said. “So we offered mobile repair
services, fixing the equipment right in the
middle of the field.”
As Baker’s agricultural client base
continued to grow, he noticed an influx of
oil and gas companies working in the La
Salle and Greeley area.
This uncovered a mostly untapped niche
in over-the-road fleet truck and semi repair,
he said, and he made the decision to
expand his suite of services.
Today, mobile repair accounts for nearly
40 percent of Dan’s Garage & Sons’ day-
to-day work, Baker said, noting his recent
purchase of a third service truck.
Taking on mobile fleet work outside of
his community did not come without its
challenges, he said. “The biggest problem
we continue to face is getting an accurate
description of the breakdown over the
Baker said that once the scope of the
breakdown is known, they must decide
what parts to take along on the call.
“We’ve learned to sometimes walk out
of here with a handful of old parts,” he
said. “Typically, one of those pieces will at
least get the truck off the side of the road.
When you’re dealing with over-the-road
fleets, they usually don’t have time to wait
for a special-order part.”
When a part does have to be ordered,
Baker often relies on his established OE
dealer network, he said. “For most major
repairs, especially electrical, you can’t take
a chance with anything but an OE part.”
His preferred network includes Gary
Knowlton at Weld County Garage, Gary
Arndt at Ghent Motors,
and Larry Baker at Olathe
Ford, he said, noting that
Weld County and Ghent
also provide manufacturer
training for the shop’s five
Baker also enjoys
working with Dan Daily
at Northern Colorado
Driveline Service in
Greeley, he said. “We’ve
been getting driveline
parts from Dan since the very beginning.
He’s fast, and has a reputation for doing
nice work.”
Baker said mobile repair for heavy-duty
trucks and agricultural equipment requires
a breadth of scan tool capability, for which
he turns to his Pro-Link iQ scanner, as well
as factory-sourced CAT, Detroit, and
Cummins laptop programs.
“With diagnostics on a car or light-duty
truck, a scan tool will usually tell you
anything you want to know,” he said. “On
a heavy-duty truck or semi, you usually
have to go into each component’s data
stream to find the problem.”
Pattern failures for newer semi trucks are
similar to those in light- to medium-duty
diesel trucks, Baker said, noting that
electronic fuel injectors and EGR cooling
systems tend to have the most common
In light- to medium-duty trucks, Baker
said many pattern failures are specific to a
Problems with fuel injectors and EGR
Parts & People March 2013 Page 7
(505) 761-0100 (303) 572-8844 (602) 272-0191 (800) 650-1747
(877) 767-0100 (800) 888-8970 (888) 272-0191
Dan’s Garage finds success in servicing rural fleet markets through mobile repair niche
Continued on page 8
The Dan’s Garage & Sons shop crew
includes, from l., Julian Lucero, John
Price, Rene Cordona, Ramon Cordona,
Tyler Baker, Brendon Baker, Dan Baker,
and Timofey Malyshkin.
coolers are appearing on the Ford
6.4-L Power Stroke engine, he said,
but with much more catastrophic
consequences due to lack of proper
maintenance than on its 6.0L
Baker said that operating a
modern Cummins diesel engine at
length with a bad fuel injector can
result in the failure of the
corresponding cylinder.
“Most common Power Stroke,
Cummins, and Duramax engine
issues are caused by a lack of
maintenance,” he said. “Everybody should
be changing their fuel filters every time
they change their oil. It’s $3,200 for eight
fuel injectors or $50 for one fuel filter.”
On modern agricultural equipment such
as feed trucks, most problems stem
from clogged diesel particulate filters
(DPF), he said. “Feed trucks rarely go
over 30 MPH, so the DPF can’t get
enough air to clean itself. I try to
convince most of my farmers to just
buy older trucks – they’re more
adaptable to those low-speed
In keeping newer and older diesel
motors maintained at his shop and in
the field, Baker said he exclusively
uses Rotella oil, which is often
sourced from Doug Downes of La
Salle Oil Co.
At the shop’s main facility, Baker works
with 11 other employees including his
wife, Debbie, five technicians (including
sons, Tyler and Brendon), two cleanups, a
parts chaser, and an office manager.
Recently, Baker purchased and installed
a MD-1100 Series Mustang Dynamometer.
The unit was selected, he said, due to its
2,500-HP capacity and 108-inch wide
rollers for accommodating large dually
diesel trucks.
The dynamometer’s ROI will come from
the shop’s forthcoming Colorado emissions
testing certification.
“Many of our customers hop up their
fleet vehicles without thinking about
passing state emissions requirements,” he
said. “On an older truck, you can modify
pretty much anything you want. On a
newer truck with a DPF, you have to be
very careful of what you do.” n
Coats adds new balancer and software
enhancements to heavy-duty line
La Vergne, Tenn.—Hennessy Industries’
Coats brand recently made two upgrades to
its heavy-duty wheel balancer line. The first
is the addition of the 6450-2D to Coats’ line
of Direct-Drive heavy-duty balancers. The
second is the launch of Dual Calibration
Software (DCS), which enhances the auto
and light-truck applications on the 6450
The 6450-2D retains the most valuable
6450-3D features, including proven
durability, fast cycle times, and high
accuracy through a wide range of wheels.
DCS will be standard on both the 6450-2D
and -3D models.
“Dual Calibration Software is available
exclusively on Coats 6450 heavy-duty
wheel balancers,” said Kevin Keefe,
Hennessy Industries’ vice president of
marketing. “Unlike other heavy-duty
balancers, which simply change the round-
off when switching between heavy-duty and
passenger-car work, the Coats 6450 series
stores and runs two independent sets of
calibrations: one for passenger-car and
light-truck and one for heavy-duty
applications. In addition to changing round-
offs, the machines adjust critical balancing
parameters based on the job at hand.”
The 6450 is built for municipal shops
servicing police cars, fire trucks, and transit
vehicles, and front-line retail service, from
delivery vehicles to tractor trailers.
“Hennessy works to provide the most
competitive products on the market, and the
6450-2D and Dual Calibration Software are
the latest additions to our already
impressive lineup,” Keefe said. “These
items will provide further time savings for
busy shops.” n
Page 8 March 2013 Parts & People
• New & reman driveshafts
• Computerized balancing
• U-joints & support bearings
• Transmission, transfer case
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• Aluminum driveshafts
• OEM staked-in style
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Dan’s Garage finds success in servicing rural fleet markets through mobile repair niche
Continued from page 7
Owner Dan Baker says his son, Technician Tyler Baker,
has been working at the shop since he was 6 years old.
NACAT Education Foundation collaborates
with GAAS for scholarship award
Research Triangle Park, N.C.—The
Global Automotive Aftermarket
Symposium (GAAS) Scholarship
Committee announced that the North
American Council of Automotive Teachers
(NACAT) Education Foundation will
collaborate in creating an online scholarship
resource for its Larry Cotten Memorial
Scholarship award.
Applicants at the automotive scholarships
will now be placed in consideration for the
$1,500 scholarship, awarded to a student
training to become a collision repair
“We are pleased to be collaborating with
GAAS in this educational opportunity that
will not only enhance our scholarship
program, but will provide students
planning collision repair careers a one-stop
resource for assistance with their
education,” said James Curry, executive
director of the NACAT Education
“We are very proud to have the NACAT
Education Foundation as another
organization joining with the GAAS
scholarship program in creating this
valuable resource for students, and
promoting this investment in our
industry’s future,” said Pete Kornafel,
chairman of the GAAS Scholarship
Selection Committee.
The NACAT Education Foundation
Larry Cotten Memorial Scholarship was
created in memory of Larry Cotten, a
NACAT charter member and former
president. Cotten’s wife and family
established the memorial scholarship
following his death in 2005. n
Parts & People March 2013 Page 9
by Rob Merwin
Bethesda, Md.—As National Car Care
Month (NCCM) approaches, shops can
leverage the Car Care Council’s national
consumer media campaign, new website,
and abundance of materials to help expand
their businesses in April, said Rich White,
executive director, Car Care Council.
“We want to help the industry use the
content to promote National Car Care
Month,” White said. “We’re hoping more
and more shops and stores participate.
There’s no one-size-fits-all — there’s
numerous ways to get involved.”
He said the Car Care Council’s new
website makes it easier for consumers to
navigate, and it also has a new section for
the industry that offers resources to get
involved in NCCM. It features a toolbox of
various materials for shops to use depending
on their degree of involvement. The industry
tool kit for car care month and hosting
events can be found at
Many auto repair shops and parts stores
throughout the country celebrate National
Car Care Month by hosting community car
care events, White said. At these events,
businesses volunteer their time to check
components on vehicles that typically get
overlooked, including tires, air filters,
lubricants and fluids, belts and hoses, battery
cables, and lights. The free vehicle
inspection events emphasize the importance
of preventive maintenance and educate
consumers about how to take proper care of
their cars.
Shops that are interested in holding a car
care event can visit the website, or contact
the Car Care Council by e-mail, and, or call them
directly at 240-333-1088 and 240-333-1030,
respectively. “We can talk and walk you
through it,” White said. “It’s a good
opportunity to touch base with existing
customers to reinforce their loyalty and to
meet new customers, too.” n
Page 10 March 2013 Parts & People
Shortline Kia
100 N. Havana St.
Aurora, CO
Fax: 303-364-7147
Fisher Kia
6025 Arapahoe
Boulder, CO
Fax: 303-998-6274
Dave Solon Kia
1560 Auto Mall Loop
Colorado Springs, CO
Fax: 719-785-6170
Signature Kia
1020 Motor City Dr.
Colorado Springs, CO
Fax: 719-575-7197
Contact your local Kia dealer for assistance and delivery of your parts.
©2012 KIA Motors America Inc.
Kia Genuine Parts.
For genuinely satisfied owners.
Record-breaking vehicle sales in 2011 made Kia one of the fastest
growing car companies in the United States. Specifying Kia Genuine
repair parts assures you of the original fit, finish, and quality it takes to
do the repairs right the first time, every time. Keep your Kia customers
satisfied by maintaining original Kia standards with Kia Genuine repair
parts: The only parts with the Kia name and the Kia warranty.
New website ‘toolbox’ can help shops prepare for National Car Care Month in April
Five quick ways shops can participate
Bethesda, Md.—Supporting National
Car Care Month doesn’t have to take a
lot of time, said Rich White, executive
director of the Car Care Council. “Just a
few minutes is all it takes to help your
customers learn the safety and
economic benefits of regular vehicle
The Car Care Council suggests five
quick and easy ways to get involved in
National Car Care Month:
1. Suggest your customers sign up for
the free customized service schedule
and e-mail service from the nonprofit
Car Care Council at
2. Send your customers to to
view the free digital Car Care Guide,
available in English and Spanish, or
order a free printed copy for their
glove compartment.
3. Print out car care tips at
resource/car-care-tips and leave them
out for customers to read while they
are in a waiting room or standing at
the counter.
4. Hang a Car Care Month poster and
banner, and place a Car Care Month
mirror dangler on each customer’s
rear-view mirror. Make your own
signs or get a special point-of-sale kit
from the Car Care Council at
5. Hosting a car care event in your
community? Visit
participants/host-an-event to list your
event at no charge on the Car Care
Council’s website. n
Carfax helps increase
shop ticket averages
Orlando, Fla.—Carfax has launched a
new product that helps Carfax Service
Network members improve customer service
and increase ticket averages. Carfax Service
History Check gives members access to
VIN-specific maintenance details reported by
more than 25,000 service locations. The
information is readily available to all
members through a web-based system at
More than $60 billion in manufacturer-
suggested maintenance goes unperformed
every year, according to the 2012 AASA
Automotive Aftermarket Status Report.
Service History Check helps shop
technicians identify unperformed
maintenance by listing all service details
reported to Carfax for a specific vehicle.
Better service recommendations will result
from the information. n
Parts & People March 2013 Page 11
If we don’t have it, we’ll help you find it.
Getting you back on theoad
New Process
Active Truck Parts is pleased to launch its new parts line with Dorman’s HD
Solutions, Truck Defender grill guards from Prairie Industries, and PFV Mexico
hood and body replacement panels. All three Manufacturers are known for their
superior quality and lasting performance—our priorities, precisely. For those times
when you need to buy new—and those when recycled makes sense—count on Active.
Along with these new items, we stock the region’s largest inventory of recycled
and rebuilt parts for medium and heavy-duty trucks. Our people can help you
find what you need, fast, even when you’re not certain what you need.
Call us—866.238.4579—or visit us at
t Tu
r H
t Ta
Heavy-duty industry arrives in record numbers for ‘Formula for Success’ at HDAW 2013
by Rob Merwin
Las Vegas—A record-
setting 2,100 attendees
were welcomed to the
eighth annual Heavy Duty
Aftermarket Week (HDAW
2013) at The Mirage in Las
Vegas, Jan. 21-24, where
they participated in its
Product Expo, one-on-one
meetings and networking
opportunities, and
education sessions and
presentations inspired by
the conference’s theme,
“Formula for Success —
Focus on the Future,”
developed by Co-chairs
Tom Stewart, president of
Carolina Rim and Wheel, and Walt
Sherbourne, director of North American
Field Sales for Aftermarket for Meritor.
During welcoming remarks, Stewart
explained the theme was decided upon
with the current economic climate in
mind. “We felt it was important to
determine what our businesses should be
doing now to ensure success tomorrow,”
adding, “Life isn’t about waiting for the
storm to pass, it’s learning how to dance
in the rain.”
Keynote speaker Sam Geist, an
entrepreneur and marketer, shared
insights gained through years of business
experience (see article, p. 12) and
economist William Strauss predicted the
heavy-duty industry will continue to
experience the current trend rate of
growth. Speaker Mike Workman
presented, “Unbundled Services: Is It
Time?” and Derek Kaufman, president of
C3 Network, offered, “Technology
Trends Driving Aftermarket
Sherbourne said more than 200 people
participated in the event’s new education
SOLD! (Service Opportunities and
Learning Day) program, which focused
Last year’s HDAW co-chairs, Mike Betts (second from l.),
of Betts Spring Co., and Kevin Duval (third from l.),
president of Canadian Wheel Industries, accept plaques
of appreciation for the success of HDAW 2012 from
HDAW 2013 Co-chairs Walt Sherbourne (l.) and Tom
Stewart (r.).
HDAW 2013 statistics
• Total in attendance: ..................... 2,100
• SOLD! program attendance: .......... 207
• Distributors in attendance: ............. 590
• Total exhibit booths: ....................... 429
• One-on-One meetings: ..................1618
Continued on page 12
Page 12 March 2013 Parts & People
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Record numbers arrive for ‘Formula for
Success’ at HDAW 2013 in Las Vegas
by Rob Merwin
Las Vegas—To drive a business
tomorrow, companies must use their
resources effectively to
deliver brand promise
today, said Sam Geist, of
Geist and Associates Inc.,
during his HDAW 2013
keynote speech,
“Competing for Today —
Building for Tomorrow:
Strategies to Compete
Successfully,” which was
developed to highlight
current marketplace
trends and strategies.
“You will be
remembered for what
you finish, not for what
you started,” he said. “The biggest problem
in business today is a lack of execution —
we talk, but we don’t do.”
In keeping with HDAW’s theme,
“Formula for Success — Focus on the
Future,” Geist said successful companies
will execute and deliver on their promise
and value, regardless of changes in the
industry. “Change is going to happen
whether you like it or not, so keep it at the
forefront of your action, and stop believing
your own brochures — the only people that
say you have value are your customers.
Make an appointment with them and
handle change together. Also, take charge
of proper execution, because customers
will appreciate the ease of doing business
with companies that deliver.”
Businesses can no longer be focused on
providing the lowest price,
because in the global world
there will “always be
someone to beat you at the
price game.” The business
model has changed, Geist
said, and companies must
adapt to their customers’
needs. “Today, the business
isn’t selling lemonade, it’s
how to sell the lemonade.”
Customer expectations
have changed, too, he said.
“Everybody wants more for
less and their needs
continually grow, so keeping
in touch with customers is especially
important, because if you’re not, your
competition is.”
“Differentation” is a competitive
advantage and makes what a company
provides and stands for unique. “When
you take price off the table, what does
your company have left to offer?” Geist
Geist said too many companies spend
too much time on strategy and not enough
on execution. “Brand is a promise, and
there’s a direct correlation between
execution and profitability. Strategy will
get you in the game, while execution is
the game — it’s the driver for profits.” n
The biggest problem in
business today is a lack of
execution, says Sam
Geist, HDAW 2013
keynote speaker. “We talk,
but we don’t do.”
Successful execution of brand promise
and delivering value will drive profits
on owners and managers of independent
service shops and distributors offering
service. It provided educational
information on industry trends, new
technologies, and key profit opportunities.
“It’s clear the service side of our industry
is hungry for education,” he added.
The event also enjoyed a record number
of suppliers, including 40 new exhibitors,
Stewart said, and with nearly 430 booths,
the Product Expo was the largest in
conference history. All available exhibit
space sold out a month prior to the event’s
For the second time, the annual Truck
Parts & Service Distributor of the Year
award was presented to Midwest Wheel
Companies. Chip Magner of Randall-
Reilly Media, who presented the award,
said the 11-year-old distinction recognizes
the best in heavy-duty truck parts
distribution. The award’s four other
finalists were Six Robblee’s Inc., Point
Spring and Driveshaft Co., Parts For
Trucks Inc., and Inland Truck Parts,
Magner said. Midwest Wheel also won in
Mark Seng, of Polk, presented the
Heavy Duty Aftermarket Industry Hall of
Fame Award to Harvey Peterson, former
president of Catgo, who grew the
company into 18 locations in multiple
states as well as being part of numerous
industry boards and winner of several
Sherbourne said, “We are elated by the
growth we have seen in the participation
of both exhibitors and suppliers as well as
the incredible turnout for SOLD! We see
this as an indicator for continued growth
and prosperity both for HDAW and our
aftermarket.” n
Continued from page 11
by Matthew Sevart
Lenexa, Kan.—The need for greater fuel
economy and the electrical demand inside
today’s vehicles, stemming from a wide
variety of in-cabin conveniences such as
heated seats and DVD players, is changing
the way the OEMs are looking at vehicle
battery technology, said Jim O’Hara, vice
president of marketing at Clore
Automotive, a manufacturer of battery
charging systems and related products.
“No longer is the battery just for starting
a car. It’s being used for a variety of things,
and it’s being cycled far more than in the
past,” he said. “In addition to starting a car
— reducing up to 7 percent of the battery’s
capacity, which the alternator then
recharges — the battery is used more and
more, and therefore heavily discharged and
Between the in-cabin
amenities and the power
needed to run the vehicle,
O’Hara said the alternator
is becoming overwhelmed,
which has led the OEMs to
develop sophisticated
electrical systems systems
that require a battery that
can supplement the
alternator during periods
of peak demand.
As a result, O’Hara said,
vehicle manufacturers began looking for
alternatives to the standard flooded acid
batteries, resulting in new technologies
such as AGM, deep cycle, and gel cell
batteries, of which AGM is the most
“AGM stands for absorption glass mat,
and technically, it differs from traditional
flooded acid batteries in the sense that the
battery’s plates are wrapped with thin
fiberglass mat separators, which absorb the
battery’s electrolyte, rather than flooding
all the plates,” said O’Hara, adding that this
results in a battery that is better suited to
handle the deeper cycling required on
modern passenger vehicles.
By the early 2000s, O’Hara said, those
non-traditional batteries were being
installed as original equipment on a
handful of makes and models, including
the Mercedes S Class in 2000, Chevrolet
Corvette and Toyota Prius in 2001, and
BMW 3 Series in 2003.
Since then, the AGM and other non-
traditional batteries have picked up
As emerging technology gains traction, battery charging systems are adapting
Clore Automotive Vice President of
Marketing Jim O’Hara says the days of
the traditional flooded-acid battery are
numbered, and new technology such as
AGM and gel cell batteries require new
battery charging systems.
Continued on page 14
Clore Automotive, under its Solar brand,
has released Pro-Logix battery chargers,
such as this wheeled charger model
PL3750, with the ability to properly charge
all battery varieties.
Parts & People March 2013 Page 13
New Mexico Central Colorado
Mesa Enterprises, Inc. Whitehall’s Alpine
505-821-4714 Distibuting Co.
SE Utah, NE Nevada E. Colorado &
& W. Colorado W. Central Arizona
Brantley BG Distributing, Inc. Kenz & Leslie Distributing Co.
970-241-8678 1-800-DIAL44K
As emerging technology gains traction, battery charging systems are adapting
momentum, and although still relatively
small in share volume, they can be found in
nearly 15 percent of nameplates, and by
2017, O’Hara said it is estimated that more
than 50 percent of the vehicles sold in
North America will have non-traditional
batteries such as the AGM.
“The flooded battery is
going away,” O’Hara said,
“and although the AGMs
are currently 30 to 100
percent more expensive
than the comparable
flooded battery, there are
so many benefits. You get
a battery that can have
more power, more
vibration resistance, and
can handle more cycling
applications — overall, it’s
just a smarter battery.”
However, a smarter
battery requires a smarter
battery charger, O’Hara
“AGM and gel cell batteries, in
particular, require a battery charger that is
compatible with their specific charging
needs,” he said. “Generally, this means
that the charger will charge the battery
using a ‘smart’ charging routine that
incorporates a constant amperage rate for
the majority of the charging process and
will precisely control battery voltage
throughout the charging process.”
For those applications, Clore
Automotive, under its Solar brand, has
released Pro-Logix battery chargers, with
the ability to properly charge all varieties
including flooded, AGM, gel cell, spiral
wound, deep cycle, and marine types.
Failure to use an AGM or gel cell
compatible charger on those battery types
will have detrimental effects on battery
life, O’Hara said.
“Using a traditional battery charger on
an AGM battery will result in excessive
voltage and heat creation, destroying the
battery’s chemical composition and
shortening the useful life of the battery.”
A good rule of thumb, if unaware
whether the battery is flooded or AGM, is
to choose the AGM setting, O’Hara said.
“You’re not going to hurt a flooded
battery when charging in the AGM mode,
but the same can’t be said for charging an
AGM battery on the flooded mode, so
when in doubt, go with AGM,” said
O’Hara, adding that technicians should
also use resources such as Mitchell 1 or
AllData when working on a vehicle to
verify what battery application is OEM.
From the distribution level, O’Hara
added that tool and equipment vendors
will have to adapt to the new technology.
“The techs in the shops are going to
look at their tool house to point them in the
right direction,” he said, “and from a Clore
perspective, we feel we’ve made it easy
for everybody in the channel because Pro-
Logix is all we have in our Solar-branded
chargers, and those are all fully automatic
chargers with the ability to charge all lead-
acid battery types.”
Under the Solar Pro-Logix brand,
O’Hara said Clore offers eight smart
chargers, ranging from wheel chargers to
portable maintenance chargers, adding that
the investment for a Pro-Logix smart
charger, that can handle all battery types,
starts at $80 for a portable unit and as
much as $650 for a top-of-the-line
wheeled unit, with multiple units and price
points in-between.
To help keep the shop owner, technician,
and other industry professionals stay
abreast on the changing battery
technology, and subsequently, the effect it
has on charging equipment, O’Hara said
Clore Automotive has been building a
content library, which can be found at
“Our goal is to provide education on
how to charge batteries more safely, faster
and more efficiently,” he said. “We cover
areas like how battery chargers have
changed, what to look for in a product that
will meet the needs of today and tomorrow
and the things to remember to get the most
out of your equipment purchase. Those
things are important regardless of which
brand of unit you have, and if you follow
those, you will get a longer life on your
investment.” n
Page 14 March 2013 Parts & People
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The Clore Automotive Solar Pro-Logix PL2320 is a fully
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the traditional flooded battery, but also new technologies
including AGM, gel cell, spiral wound, marine, and deep
cycle batteries.
“No longer is the battery just
for starting a car — it is
being used for a variety of
things, and it is being cycled
far more than in the past.”
Continued from page 13
by Rob Merwin
Denver—The aftermarket needs an
influx of gifted workers in its bays and
behind its counters, says Steve Eitel,
owner of South Denver Automotive. “We
must change to attract the right people.”
The industry faces a need in drawing
young and talented technicians — “I’m
fortunate to have the techs I do, but
overall, that’s a growing concern in the
aftermarket,” he said.
While his shop’s hourly rate is high,
Eitel said that, in general, technicians
should be better compensated and have
improved health benefits along with 401(k)
and paid vacations so prospective
candidates aren’t lured to other industries.
“This isn’t an easy business,” he said. “It’s
a responsibility of this industry to keep
new people coming in. Finding the talent
that is so essential to our business will be
the task at hand.”
Just as important as having good
technicians is having them equipped with
proper tools, and Eitel said South Denver
Automotive has a large investment in
equipment, as does his staff. “We keep
ourselves tooled up so we can take care of
our customers,” Eitel said, who invests
between $15,000 and $20,000 annually in
tools and equipment, including a recent
Robinair A/C machine and a Pro Cut on-
the-car brake lathe, supplied by McGee
Co. in southwest Denver, which also
equipped the shop with its six Rotary lifts
and Hunter alignment machine. “The Pro-
Cut saves my techs a lot of time — it’s
quick and does a nice job,” Eitel said.
The 3,750-square-foot facility services
all makes and models, features six bays
and has been a AAA Approved Auto
Repair shop for three years, “which has
been very good to us and has provided a
lot of credibility,” he said. It is also a
CARQUEST Tech-Net Shop and NAPA
AutoCare Center.
Eitel said much of his three technicians’
training is on the job using Identifix,
AllData and iATN. “I also pay for my
techs’ ASE certifications and make sure
they know they have
access to training. We
also use the ACDelco
online training that is
part of being an
ACDelco Service
Center. We always have
to work on becoming
He prefers OE parts,
which he sources
through Factory Motor
Parts, NAPA,
WORLDPAC, though
he will occasionally use
aftermarket brands.
“You get what you pay
for,” he said. “Our two-
year/24,000-mile warranty requires parts
that last. I only make money when we do it
right the first time. Comebacks only drain
profits.” Eitel added he will also use
remanufactured parts and often relies on
Jasper for engines and transmissions.
He said power steering pumps on older
Toyotas commonly fail, so as preventative
maintenance the shop services them with
BG Power Steering Flush from BG
Products because “it’s a service that adds
Eitel said the industry is changing
quicker than ever and vehicles need
service less frequently, though South
Parts & People March 2013 Page 15
Aftermarket must meet challenge to
attract — and keep — new industry talent
From l., Service Manager Scott Morande, Owner Steve Eitel
and Service Advisor Shelby Henderson average up to 280
units a month and hope to increase numbers with a direct-
mail campaign.
All technicians are equipped with a tablet
loaded with Identifix, AllData and iATN to
assist in diagnosing vehicles in their bays.
Technician Mike Olsen, who implemented
their use, addresses a fuel gauge that
doesn’t register higher than three-quarters
of a tank.
Continued on page 16
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Denver Auto stays busy along with
keeping up with technology and acquiring
new customers.
Joining an R.L.
O’Connor 20
Group has been
beneficial to the
shop, which
averages a car
count of 250-
280 units a month. “It’s made a huge
difference in how I view my business and
the numbers we do,” Eitel said. “From
sharing ideas to helping establish baselines
and goals, it’s markedly improved shop
Though the shop caters to a well-
area, Eitel said
he is amazed
at the
rate of resident
turnover in the
“We have to be proactive in acquiring new
customers,” he said, adding that he
recently contracted Mudlick Mail for
marketing. Eitel said that an
AAA-provided mail list is
beneficial for targeting clients
and potential customers with
postcards and service reminders.
He also recently upgraded the
waiting room, which features a
flat-screen TV that scrolls
available service and
maintenance specials. The shop’s
motto, “Keeping you rolling,” is
indicative of Eitel’s business
philosophy — “Our goal is to
exceed customer expectations.
Nobody can sit still,” he said. n
Service contracts grow in popularity as
new cars become more expensive to repair
Tallahassee, Fla.—As new cars make
their debut, more buyers than ever before
will decide to purchase a service contract to
cover the cost to repair their new ride,
according to the Service Contract Industry
Council (SCIC). Service contracts are an
increasingly popular choice among
consumers as car repair costs rise.
The SCIC estimates that consumers
bought more than 10 million service
contracts in 2012 for both new and used
vehicles. Those service contracts covered 95
percent of annual claims filed, including
repairs necessary due to normal wear and
tear, providing coverage above and beyond
a traditional manufacturer’s warranty.
Today’s vehicles are made up of more
than 10,000 components, yet the standard
powertrain warranty covers only a fraction
of them. The average new car has six to 20
computers that control everything from fuel
injection and anti-lock brakes to airbag
deployment. Those systems can be
expensive to repair due to both the high cost
of parts and labor costs that can run as high
as $250 an hour for specialized repairs on
luxury vehicles.
Service contracts (sometimes called
extended warranties) offer value and
predictability by protecting a vehicle long
after the manufacturer’s warranty expires
and by covering repairs it does not cover,
said Timothy Meenan, SCIC executive
“The new technologies and complex
components in today’s motor vehicles put
consumers at greater risk for big out-of-
pocket repair costs than ever before,” said
Meenan, whose organization represents
service contract providers covering home,
auto, and consumer goods. “Service
contracts help consumers better deal with
the unexpected, so they don’t have to worry
when expensive unforeseen repairs are
In addition to protection offered during a
manufacturer’s limited warranty, vehicle
owners rely on service contracts to pick up
after the limited warranty expires, typically
after three years or 36,000 miles, to cover
essential yet costly-to-repair systems such
as air conditioning, power windows,
electronics, and navigation.
Most service contracts pay for the cost of
a rental car while the car is in the shop,
which the standard manufacturer’s warranty
typically does not cover. In addition,
service contracts can usually be transferred
to a new owner when the vehicle is sold
increasing the vehicle’s marketability. n
Page 16 March 2013 Parts & People
Aftermarket must meet challenge to
attract — and keep — new industry talent
Continued from page 15
Technician Cape Hasselgren pries loose a
serpentine belt before replacing an alternator on a
Jeep Grand Cherokee.
“Our two-year/24,000-mile warranty
requires parts that last. I only make
money when we do it right the first
time; comebacks only drain profits.”
There’s no reason to keep late nights when your business is on TRACS, the Total Repair Automotive Computer System from NAPA.
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management, customer service history, electronic parts cataloging and ordering. You can even run multiple part matrixes on
every single item you sell, resulting in the profit your business needs to stay healthy. All from a single source, proven supplier with
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Parts & People March 2013 Page 17
Lansdale, Pa.—The 2013 MACS
Training Event and Trade Show featured a
new products showcase with 24 new
mobile A/C and engine cooling products on
display. A panel of the motor press
attending the show judged the following
products as standouts in three categories:
Most innovative new product:
AGS Swedge Lokr Kit. The Swedge-Lokr
Tool and Swedge-Lok System is the key to
permanent, fast, and economical A/C
repairs. The Swedge-Lokr Tool is designed
to fit into the compact spaces where A/C
lines are found,
allowing most
repairs to be
right on the
vehicle. The
repair fittings
consist of tube-
to-tube unions,
tube-to-hose unions, and block-offs. The
specialized alloy and design of those fittings
makes for corrosion-proof and leak-proof
repairs that are pressure-rated and tested up
to 1,000 PSI.
Best use of technology in a new
product: Santech No. MT3710 – Dual
Channel Thermometer Kit. This is a J/K-
type digital thermometer that will display
two separate probe readings at the same
time on one screen. The unit will also
perform a differential reading of the two
probes. The thermometer comes with a
protective rubber cover. The probes are
direct contact for accurate readings.
Most service-friendly new
product: Beck/Arnley European
Coolants. Beck/Arnley’s new lineup of
Genuine OE Quality European Fluids
includes Euro Concentrate, Euro SF+, and
Euro ++. They are bottled in Europe and
formulated specifically for Audi, BMW,
Mini, Land Rover, Volkswagen, and Volvo
models. The bottle includes a collapsible
spout for ease of pouring. n
Lansdale, Pa.—The global mobile air
conditioning industry came together in
Orlando, Fla., Feb. 6-9, to learn, network,
and determine the best way forward for
the industry. More than 1250
professionals attended MACS’
2013 Training Event and Trade
Show and visited 92 exhibitors
in 136 booths during Friday’s
trade show.
“MACS introduced a new
convention format for our
three-day event with great
success,” said Elvis L.
Hoffpauir, MACS president
and COO. “In an economy that
is still finding its footing, we are pleased
with the attendance at our show and the
enthusiasm of our members.”
J. Marcello Ganasevici, of Delphi, a
MACS member and exhibitor, said, “I
heard very positive comments all day
Friday, especially around the training and
technical sessions — reaching
the technicians is paramount
for Delphi, and training is
extremely important. Also I
enjoyed Kenny Wallace as the
guest speaker at the keynote
Phil Eggen of Supercool, a
MACS member and exhibitor,
added, “We had a good show,
with more people visiting our
booth than last year. We met
with both domestic and international
customers and made some good new
contacts as well.” n
MACS honors new product showcase
winners and names category standouts
AGS Swedge Lokr Kit
Santech No. MT3710 – Dual Channel
Thermometer Kit
Beck/Arnley European Coolants
Elvis L. Hoffpauir,
MACS president
and COO
Attendees welcome new format at MACS
2013 Training Event and Trade Show
Page 18 March 2013 Parts & People
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Truckers hopeful about transportation
investments with first T&I hearing
Grain Valley, Mo.—The Owner-Operator
Independent Drivers Association, OOIDA,
expressed thanks to the Committee on
Transportation and Infrastructure for
recognizing the critical role transportation
plays in the economy in its first hearing of
the 113th Congress held recently.
The hearing, “The Federal Role in
America’s Infrastructure,” said a main item
for Congress includes preparing for the next
surface transportation reauthorization,
something the association wholeheartedly
supports, said Todd Spencer, executive vice-
president of OOIDA.
He added that the association looks
forward to working with Committee
Chairman Bill Shuster (R-PA) in providing
expertise on transportation issues and
moving forward with a viable plan.
“Truckers know firsthand the importance
of investments in roads and bridges to
improve and continuously revitalize our
national lifelines of commerce,” Spencer
said. “Most would echo President Obama’s
comment of ‘fix it first’ and add ‘do it now
and for the future.’ For that to become reality,
we have to have reliable and fair funding
mechanisms that preserve the tried-and-true
user fee system that fuel taxes have always
represented while maintaining the trust that is
at the heart of our transportation core.”
Moving toward proposals that involve
tolling more roads, especially interstates,
would have a negative impact on that
national network, Spencer said. “We need to
do something to stabilize the highway trust
fund as it faces a $100 billion shortfall over
the next 10 years and that needs to be a
major priority for Congress and the White
House over the next two years.” n
NAPA introduces its Premium Disc Brake
Pads with Silent Guard shim technology
Atlanta—Developed to minimize
comebacks for installers, new NAPA
Premium Disc Brake Pads offer one of the
most extensive line of friction materials in
the industry, including ceramic, semi-
metallic, and non-asbestos organic (NAO).
The pads’ quiet friction formulas, coupled
with exclusive Silent Guard shim
technology, provide silent braking stop after
stop, said Mike Gaffney, vice president of
Sales & Marketing for NAPA Rayloc.
“We spent a lot of time talking to
professional brake installers about what they
want and need in a replacement disc brake
pad,” Gaffney said. “They expect disc brake
pads that are functional and that simply
work, resulting in happy customers and
profitable, growing business. With NAPA
Premium, we combined all our customers’
wants and needs into one great product that
is designed to eliminate the most common
reasons for customer comebacks.”
The friction formulas are designed to last
longer and wear better, providing premium
performance at mid-level pricing. They also
provide better stopping performance,
smooth pedal feel and proper fit, Gaffney
There are dozens of friction formulas and
more than 1,000 part numbers in the NAPA
Premium line, providing the industry’s most
extensive coverage for passenger cars and
trucks, from vintage to hybrid. OE-matched
design features ensure proper fit and quiet
performance. For example, the pads are 100-
percent chamfered to eliminate initial
engagement noise. In addition, OE-matched
slots improve pad stability under harsh
braking conditions and improve harmonics
for no noise.
“Every NAPA Premium Disc Brake Pad
set comes with exclusive Silent Guard
technology, a new fiber-reinforced,
vulcanized rubber shim material that is the
most durable shim material available. In
independent testing, after 11,000 stops, there
is no sliding, lifting or piston penetration
through the shim to the metal,” Gaffney
Silent Guard shims are made from a
noise, vibration, harshness (NVH) insulating
material with resistance to wear and piston
penetration. Vulcanized rubber helps keep
the rubber bonded to the steel and has been
made more durable by a biochemical
process that cures the rubber, making it
tougher and more resistant to heat. A
viscous, adhesive layer provides additional
sound dampening. Full-hard steel ensures
shims hold their shape and remain in place,
preventing bending and moving, and
preventing damage to other parts of the
brake system.
“Not all shims are the same,” Gaffney
said. “Some manufacturers cut costs by
using inferior shim materials, sometimes
with limited noise insulation properties.
These materials may look good out of the
box, but quickly degrade during braking.
This is not the case with SilentGuard.”
NAPA has included hardware kits in
hundreds of NAPA Premium disc brake pad
sets to ensure customers have everything
needed to complete The Perfect Brake Job.
“Worn hardware may look fine, but can
cause heat damage, premature wear, reduced
gas mileage and potential brake failure,”
Gaffney said. “A small investment in fresh
hardware can maintain optimal brake
performance and maximize service life.” n
Estimators and technicians partner
for accurate blueprints at Auto Image
by Jay Sicht
Parker, Colo.—With three collision-
repair locations each grossing an average of
about $300,000 and as much as $450,000
each month, there is certainly plenty of
activity for Auto Image Operations
Manager Gary Gumaer to oversee.
But, he said, operations are
smooth in part by having the
right people and systems in
place at Auto Image’s three
locations in Castle Rock,
Highlands Ranch/Littleton,
and Parker, with “lean”
processing being just one of
the contributing factors.
“As far as being ‘lean,’
really it means touching things
less,” Gumaer said. “The least
amount of times I can touch a
file, the more efficient we can
Blueprinting each repair that
comes in, whether it is on the
initial estimate or is done as a
supplement in the instance of initiating
repairs on a drivable, write-what-you-see
estimate, is key to efficiency, Gumaer said,
and is a process in which estimators
involve the technicians.
“We’ll take it all the way down to a
sublet: ‘Do we need a pinstripe?’ We try to
line it all out,” he said. “Most of our
technicians are fairly good at helping
complete the supplements. You may have a
technician who doesn’t have an eye for
attention to detail, so it’s better to have
them teamed up with a better estimator.”
Before the shops turn in a supplement to
the insurer, Gumaer said, the estimator will
review the supplement with the technicians
and look for missing parts or repair
“We’ll get the painter and ask, ‘Hey, can
we panel-paint this? Or is this something
we need to blend?’ They’ll pull out their
sprayout cards and we’ll get prepared for
that,” he said.
Just as each shop is careful to write an
accurate estimate, it also analyzes each
repair for processes that are the least
intrusive. Both the shop and the customer
benefit, he pointed out. As an example, he
said, in some repairs Auto Image will use
sublet PDR technicians to “push to paint”
to allow Auto Image technicians to use a
minimal amount of body filler or, in some
cases, only a light prime and block to
achieve a level surface.
“Usually, what’s best for the customer is
what’s most productive for us, too,”
Gumaer said. “The less we disturb, the less
we have to warranty. And we offer a
lifetime warranty on every repair. Anytime
you refinish something, you add paint
build, and paint build does not increase
Additionally, the ability to load-level
repairs, when one or more shops has excess
capacity, can reduce the wait time to get a
vehicle repair started. For DRP
assignments, that task is aided by using the
CCC One estimating program’s MSO
(multi-shop operator) function, he said.
“We’re still an independent shop, but we
have multiple locations. So, we can move
cars,” Gumaer said. “If it’s a non-DRP
repair, we just take copies of the estimate
and send that with our flatbed. We’ll get
the customer’s blessing first: ‘We can get it
in a week or two earlier, whatever the case
may be, at this other location with the same
warranty; what would you like to do?’”
The company has multiple DRP
Parts & People March 2013 Page 19
Collision Repair
Colorado Springs, CO
719-785-5097 • 800-555-3330
fax: 719-573-5722
Boulder, CO
303-415-1528 • 800-274-0985 x226
fax: 303-443-8826
Westminster, CO
303-738-4330 • 866-463-4619
fax: 303-738-4320
Denver, CO
303-369-7884 • 800-325-6308
fax: 303-369-1555
Greeley, CO
970-506-2791 • 800-324-6407
fax: 970-506-2812
Golden, CO
303-215-4250 • 877-480-0534
fax: 303-279-1681
Littleton, CO
303-794-4787 • 800-432-4545
fax: 303-730-7814
Longmont, CO
303-772-2900 • 888-479-3232
fax: 303-485-3764
Colorado Springs, CO
fax: 719-258-2585
Call your dealer or visit
Get Recognized
Earn More Business
The purpose of
ProFirst is to
promote the correct,
complete, and safe
repair of Honda vehicles
and to provide support to
independent collision repair
shops who have demonstrated
a commitment to a high level of
customer care and satisfaction.
Program amenities include:
• A handsome display plaque
• A listing on American Honda’s body shop
locator site
• Use of the ProFirst logo for advertising
• Free online access to valuable Honda information
including parts catalogs,parts and service bulletins,
and collision and mechanical repair manuals
Operations Manager Gary Gumaer oversees a staff of
45 at Auto Image’s locations in Castle Rock, Parker
(shown), and Highlands Ranch/Littleton, which also
offers full-service mechanical repairs.
Continued on page 20
Dustin Lange sands a minivan in a Global
Finishing Solutions prep station at Auto
Image’s Castle Rock location.
agreements, with most estimates handled
and uploaded through either CCC One or
Audatex, Gumaer said. Smaller insurance
companies’ estimates are handled through
Performance Claims, a benefit the company
receives through its membership in the
DuPont Performance Alliance Group.
Aftermarket parts are
sourced through
LKQ/Keystone in Fort
Collins or Collins Collision
Products in Loveland, he
said, and Auto Image uses
DuPont’s ProfitNet
collision-repair management
system and its link to
OEConnection to order
OEM parts directly from area dealerships
for participating makes and models.
Auto Image has long used DuPont
Performance Coatings (which, subsequent
to the interview, has been renamed Axalta
Coating Systems) Gumaer said, and now
sprays the Standox brand, supplied by
National Coatings & Supplies, in all three
shops. The Highlands Ranch/Littleton
location recently upgraded its Garmat booth
to spray waterborne paint, he said, and is
currently demoing Standox’s waterborne
offering, Standoblue, before
committing to a change for all three
shops as part of the company’s focus
on “green” repair products and
The Highlands Ranch location also
offers full-service mechanical repairs,
with two technicians who do
everything from brakes to engine
Gumaer, who
divides his time among
the three locations,
said he’s worked for
Auto Image for 17
years, and it’s not
unusual for the company’s 45
employees to have long
tenure, such as Parker
Assistant Manager/Estimator Ron Gaspar,
who has been with the company for 34
“The only thing that’s enabled us to
expand in this economy is having people
who are of the same service mentality,”
Gumaer said. “It’s, ‘What can we do to
help people?’ It’s not, ‘What can we sell
people?’ Typically, when we do that, the
work comes. We don’t have to sell
anything; people come to our door.” n
Page 20 March 2013 Parts & People
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AkzoNobel Acoat conference discusses
changing dynamics of collision industry
Norcross, Ga.—AkzoNobel
Automotive & Aerospace Coatings
Americas (A&AC) hosted the 39th semi-
annual gathering of the Acoat selected
North American Performance Groups.
The conference was Feb. 6-8, at the Hyatt
Regency Sarasota, Fla. The three-day
program offered classes and 20 Group
discussions that provided information and
insights critical for shaping the future of
both distributors and collision repair
Led by industry experts, the classes
focused on practical subjects that can be
immediately applied. Indepth training
covered such topics as the role of a repair
planner and how they benefit a process-
centered environment. Other areas
included how to effectively lead change in
an organization, how to find, hire, and
keep employees, and an update on how
the Affordable Health Care for America
Act affects small businesses.
“This meeting is the first of two North
American Acoat selected gatherings held
annually by AkzoNobel,” said Barry
Rinehart, North American Services
Manager for A&AC. “As one of the
world’s largest paint and coatings
companies, we know our customers find
value in these engagements. The numbers
tell the story. Approximately 240 industry
leaders gathered to share experiences and
knowledge about the rapidly changing
dynamics of the collision industry. These
market evolutions are redefining the roles
of distributors and collision repair centers.
Both shops and distributors are required to
become more astute in their business
practices to ensure mutual success.” n
Estimators and techs pair for accurate blueprints at Auto Image
John Tillson (l.), manager of Auto Image’s Castle
Rock location, inspects the “gravel guard”
coating on a Toyota pickup before Painter
Clarence Ashley sprays Standox sealer on it.
“Usually, what’s
best for the
customer is what’s
most productive
for us, too.”
Continued from page 19
Parts & People March 2013 Page C-1
©2013 PPG Industries All rights reserved.
For those who believe a paint job
is best appreciated through a curtain of smoke.
Still the One.
by John Yoswick
Palm Springs, Calif.—From hiring
practices to payment plans, attendees at the
recent Collision Industry Conference (CIC)
got a pop quiz on their knowledge of
human resources practices.
California business attorney Cory King
serves as a one-man “human resources
committee” at the Collision Industry
Conference (CIC), offering attendees at
each of the quarterly gatherings a brief
presentation designed to keep them
informed about state or federal regulations
regarding hiring, firing, and compensating
At the January CIC in Palm Springs,
Calif., King took advantage of a new
electronic audience-response system to
pose a series of employment scenarios
through which CIC attendees were asked to
“click in” their response to the simple
question, “Is it legal?” (King always begins
with the caveat that he’s not giving legal
advice and that shop owners should check
with their own business attorney to make
sure they are complying with their state’s
Test your own knowledge by answering
the “Is it legal?” question for each of the
following scenarios King shared at the
1. Is it legal to use an employment
application that asks for the applicant’s
birth date?
2. Can you ask on your employment
application: Have you ever pleaded guilty
(or no contest) to, or been convicted of, a
misdemeanor or felony?
3. Can you ask an applicant: Have you
ever been arrested for a misdemeanor or a
felony crime?
4. During an interview of a potential
employee, can you ask: Do you currently
use illegal drugs?
5. A shop’s painter is paid a salary of
$3,000 a month, but also a commission that
works out to about $2,500 a month. Does
the shop have to pay the
painter for overtime?
6. A shop has a policy that
says employees cannot share
their wage information with
one another. “If they share,
some people will get jealous
and angry, and I just don’t
need that,” the shop owner
thinks. Is it legal?
So, how’d you do? If you
had trouble, you’re not alone:
In most cases, the more than
200 attendees at CIC were
split on whether each of these
scenarios was legal or not.
For example, one-third of CIC attendees
thought scenario No. 1 was legal — and
it’s not.
“Asking someone their birth date during
the employment hiring process is an illegal
question,” King said. “It gets into age
discrimination, which is a protected
category, federally and in every state. You
do not want to know somebody’s age
during the hiring process. If they can do the
job, that’s all the law cares about.”
CIC attendees did a little better with the
second scenario, with more than 70 percent
knowing that it is legal to ask an applicant
if they have been convicted of a crime.
(King cautions that some states prohibit
asking about misdemeanor convictions.)
But asking about arrests (rather than
convictions), as in the third scenario, is
illegal (as more than 81 percent of CIC
attendees knew).
“You can ask about convictions, but you
cannot ask about arrests.”
King said the one exception is you can
ask an applicant if they are out on bail or
on their own recognizance pending trial for
something they have been
arrested for, but any other
questions related to arrests are
Similarly, you can’t ask
someone if they have a drug or
alcohol problem.
“There’s a little thing called
the Americans with Disabilities
Act,” King said. “Alcoholism
and drug addiction are protected
as a disability.”
The vast majority of CIC
attendees got that one correct.
But they were evenly split on
scenario No. 4, whether it’s legal to ask an
applicant if they currently use illegal drugs.
“The answer is yes, that is a legal
question,” King said. “You’re asking if
they comply with the law. But before you
ask the question, you need to have a strong
drug and alcohol policy. That’s not a policy
that says an employee is in violation if they
have possession of alcohol or drugs and are
under the influence of them. It’s a policy
that says, ‘You’re in violation if you have a
measurable amount of alcohol or drugs in
your system.’”
King said he thinks this should be the
first question of every applicant — if the
business has a drug and alcohol policy in
place — and inform them the company
does pre-employment drug testing of those
who are offered a job. If the applicant
knows they won’t pass that test, King said,
the interview process can stop right there.
As for the painter who receives a $3,000
monthly salary and $2,500 in commissions
— is he exempt from overtime? No way,
King said. In most states (but not
California) a commissioned or flat-rate
employee may be exempt from overtime
only if they make 1.5 times minimum wage
for all hours worked and earn at least 50
percent of their wage from commissions.
But in the scenario King posed, the painter
didn’t make half of his wage from
commissions, so he could not be exempt
from overtime.
And finally, is it legal for an employer to
prohibit workers from sharing wage
information with one another? Two-thirds
of those at CIC knew that such a policy is
not legal. The National Labor Relations Act
prohibits any such restriction, whether a
business is unionized or not. n
Page C-2 March 2013 Parts & People
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Business attorney tests collision shop owners’ knowledge of employee law at CIC
Cory King offers
attendees at the recent
CIC a pop quiz on their
knowledge of human
resources practices.
Palm Springs, Calif.—If a quick
survey at a recent Collision Industry
Conference (CIC) is any indication, a lot
of California shops may not be complying
with a new state regulation – one that
business attorneys say constitutes a good
business practice for shops anywhere.
At the January CIC in Palm Springs,
Calif., attorney Cory King posed this
scenario to the audience: If a California
shop owner has posted in the shop the flat-
rate amount technicians are being paid, is
the shop in compliance with California
employee notification regulations?
CIC attendees were evenly split, with 50
percent saying they thought the shop was
in compliance. King then asked just those
from California to respond, but still only
52 percent of the more than 60
Californians in attendance at the meeting
knew the shop in the scenario King had
posed was not in compliance.
On Jan. 1, a California law went into
effect requiring employers to detail the pay
plan of flat-rate or commission employees
in writing. The explanation of how pay is
calculated must be signed by the
employee, with a copy going to the
employee and one retained in the
employee’s personnel file. The law applies
to anyone — estimators or technicians —
whose wages or some portion of their
wages is based on commission, flat rate or
performance bonuses.
King thinks the pay plan documentation
is something all shops should consider
doing, predicting that it’s a requirement
that will spread to other states. n
New requirement in California is a
‘good employment practice’ anywhere
Parts & People March 2013 Page C-3
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by Jay Sicht
Torrance, Calif.—The job before you is a
difficult and tedious one: write a thorough
and complete collision repair estimate on the
heavily hit car in front of you. Using your
best judgment and collision-repair
experience, it may take you as much as two
hours to complete the estimate, which totals
$10,000 for parts, labor, and paint and
But what if, instead of taking two hours,
you could write an estimate for that same
repair using OE-recommended procedures
in a matter of only a couple of minutes and
at the same time improve accuracy, with the
bonus of enhancing your shop’s relationship
with the insurer?
Toyota promises such benefits to both its
dealership franchisees and independent
repair facilities using its Predictive
Estimating software program, which it
introduced last fall at SEMA. The program
is nearly complete for the first 15 2012-
model-year vehicles it covers, with coverage
coming soon for the past three model years.
Plans are to soon integrate it into an
estimating system of one of the “big three”
information-provider companies. Other
companies will be able to link to a Toyota
site hosting the software program.
A more accurate estimate for repairs being
performed to an OE standard can provide
several benefits to a shop and an insurer,
including lower cycle times, much fewer
supplements — and more importantly to
Toyota – vehicles fixed correctly to enhance
customer satisfaction, said Rick Leos,
collision development consultant for Toyota.
“From a Toyota perspective, it maintains
the quality of our cars,” he said, noting that
through warranty audits, he found the
company had paid for some claims that
were the result of an incomplete collision
repair, not a manufacturing defect.
“You might have a complaint of wind
noise down the driver’s door,” Leos said.
“Well, you open it up, and guess what? The
moisture shield was taped back up with duct
tape because it was all stretched out to get
the technician’s hands in there to take the
handle off. The moisture shield was a one-
time-use part and should have been replaced
at the time of the collision repair. So, we
absorb the cost for “XYZ” Insurance
Company, and that’s not fair. Our
customer’s perception of our quality is
affected, too.”
Instead of an estimator adding parts and
repair procedures line-by-line, the new
program assumes all parts and procedures
associated with a damaged area will be
needed and then leaves it to the estimator to
subtract any that may not be (such as certain
fasteners that are reusable if they are not
damaged upon removal). This process is
quicker and much more accurate, Leos said.
For example, when replacing a door skin,
the program flags parts identified by Toyota
in its Technical Information System as being
one-time-use items with a black dot,
including parts such as a door shell bumper,
trim rivets, and moisture shield.
Additionally, operations such as the OE-
recommended method of seam sealer
application and the need to remove restraint
systems prior to welding are flagged with a
red dot to alert the estimator that there is a
CRIB — Toyota’s Collision Repair
Information Bulletin — covering that
procedure, with additional information such
as exploded diagrams and the bulletins
available as a pop-up, he said.
The information provided eases
negotiations between the shop’s estimator
and an insurer, Leos added.
“It stops the rub between the shop and
the insurance company, because here are
the instructions from the OE on how to fix
the car,” he said.
For a technician replacing a quarter panel,
the program shows the proper location of
welds, the number of welds, and where each
welding process is recommended: STRSW,
GMAW, and brazing. Leos said.
He realized the need for such software
after visiting Toyota dealership collision-
repair shops over the past four years, testing
them for the Toyota Certified Collision
Center program. When writing an estimate
on a large number and variety of makes and
models, it became too difficult for
estimators to remember all of the necessary
repair processes and little parts, he said.
“So, I thought, ‘What if I gave them an
estimate that was already done and let them
work backwards?’” Leos said.
He said over the past four years, he
gathered more than 1,100 estimates for
Toyota vehicles from those shops, with
most of the initial documents “missing so
many things, it’s unreal.”
The next step for Predictive Estimating
is the selection of which information
provider will incorporate the software’s
information into its database, the
announcement of which Leos expects to
make at the Collision Industry Conference
in April, he said.
Within a couple of years, Leos said,
other OEMs will have their information
integrated into an information provider in a
similar manner, using the technology
developed by and licensed from Toyota,
Leos said.
“A quarter panel on our car and a quarter
panel on their car is not that much
different,” Leos said. “They just have to
plug in their data. I provide them the
templates, they plug in their data, and the
information providers go from there.” n
Page C-4 March 2013 Parts & People
Lincoln Electric
Welding Apparel
Cleveland—Lincoln Electric
( has added five
new welding apparel items with a new All
American graphic design, allowing
welding operators to show their patriotic
pride by wearing a coordinated helmet and
welder’s cap or do-rag. The All American
design is featured on each of the
company’s three Viking auto-darkening
helmet series. All Viking helmets
include a switchable grind mode,
extra inside and outside cover
lenses, a Lincoln Electric bandana
and a Sport-Pak style helmet bag.
The helmets use magnifying
“cheater” lenses and are hardhat
adapter-capable, meeting ANSI
Z87.1, CAN/CSA Z94.3 and CE
certifications. The welder’s do-rag
and cap are constructed of 100-
percent cotton with sweat-absorbing
inserts for comfort.
DeVilbiss Clean Coverall
Swanton, Ohio—DeVilbiss
( has released its
Clean Coverall, which is a must for the
professional painter concerned with
keeping dirt, dust and other contaminants
out of the paint finish. It features a
unique DeVilbiss look, complete with
“skull and cross guns” and signature
colors. It offers a lightweight
durable nylon front, breathable
cotton back, pullover hood,
elastic wrist closures, hook and
loop ankle closures, zipper
front, elastic waist, and is
washable and reusable.
Micron Superstar
Filters to .01 Microns
Mazeppa, Minn.—Walmec North
America’s (
.01 Micron SuperStar Filter is
designed to provide clean, dry,
compressed air resulting in the
removal of any
vapors and
down to .01
According to
the company,
the .01 Micron
SuperStar Filter
is a four-stage
filtration system
that works best
when it is installed at, or near the point of
use. An automatic float drain under the
second stage filter opens and expels all
collected liquids whenever an ounce or
more is present, with no continuous air loss.
The third and fourth stages remove any
remaining particles down to .01 microns
and absorb any remaining vapors. n
DeVilbiss Clean
If you have new products and would like them considered for our Product Notes pages,
please send your product information to
Collision Tool & Equipment
compiled by Jay Sicht
Oper Description Part Number Qty Price $ Labor
Repl LT Cushion 6792406040 1 16.92 Incl.
R&I LT Lower w’ strip 6786406010 Incl.
R&I LT Upper molding 7575406080 0.7
Repl LT Upper molding rivet 90269A0006 7 3.64
R&I LT Belt w'strip 7572006130 0.3
Repl LT Window molding 7575606080 1 29.80 0.2
Repl LT Black out tape upper 7598606050 1 25.28 0.3
Toyota’s Predictive Estimating promises quicker and more accurate repairs
North America’s .01
SuperStar Filter
Lincoln All American welding
apparel and welding helmet
Predictive Estimating
This graphic representation shows just a few lines of a door skin replacement within
Toyota’s Predictive Estimating software program, which lists all repair processes
necessary for a full repair. Users can then omit unneeded parts and operations from
the estimate instead of having to remember all necessary little fasteners and “not-
included” operations.
Parts & People March 2013 Page 21
GO Nissan Arapahoe
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Colorado Springs
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They are designed
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Ask about our price
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*Some restrictions apply.
Call a participating dealer for details.
PPG teams up with NHRA’s John Force Racing, which will use one-of-a-kind designs
Strongsville, Ohio—PPG has partnered
with the National Hot Rod Association’s
(NHRA) John Force Racing team. The
team, led by the legendary John Force —
one of the most successful racers in the
history of drag racing — is a dominant
presence in the NHRA with a long list of
wins and championships to its credit.
For its Funny Cars and high-powered
dragsters, John Force Racing made the
choice of using another winner, PPG’s
Envirobase High Performance line of
waterborne products.
The team is working with PPG’s well-
known in-house master artist Paul Stoll to
develop color palettes and one-of-a kind
designs for its cars.
“We take great pride in being associated
with John Force Racing,” said John
Parran, PPG Automotive Refinish,
director of marketing, North America.
“The team’s consistent performance on
the drag strip has been nothing short of
extraordinary and its commitment
to environmental responsibility
through the use of waterborne
finishes is equally impressive.
We’re proud to partner with
winners and are proud to provide
them with products and
unwavering support.”
John Force Racing is
considered to be one of the true
dynasties in motor sports with
two generations of drivers
competing in the NHRA Mello
Yello Drag Racing Series. The
team’s drivers include Force, his
daughters Courtney Force, Brittany Force,
and son-in-law Robert Hight. Force has
been racing for more than 30 years. Since
1990 his team has won 17 NHRA Funny
Car championships with Force personally
taking 15 titles and winning more than
1,100 rounds of drag racing competition.
He was inducted into the International
Motor Sports Hall of Fame in Talladega in
PPG’s relationship with John Force
Racing began four years ago when PPG
Territory Manager Mike Clemons
introduced the team to Envirobase High
Performance basecoat, and Force decided
to convert his paint operations to the
waterborne system. Since then the
relationship with PPG has grown. In
February, John and Courtney Force spoke
at the 2012 PPG Platinum Distributor
Conference where they received a warm
reception. n
For its Funny Cars and high-powered dragsters,
John Force Racing made the choice of using
another winner, PPG’s Envirobase High Performance
line of waterborne products.
Page 22 March 2013 Parts & People
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Collision Repair Training Notes
I-CAR Training Schedule
For more information on registration
and class times, call 800-422-7872 or
Addison Auto Repair & Body Shop-
• Mar. 4-Wind Noise and Water Leaks
• Mar. 5-Waterborne Products, Systems,
and Application
• Mar. 18-Stationary Glass
Gerber Collision & Glass-
Englewood, Colo.
• Mar. 5-Damage Analysis of Advanced
Automotive Systems
• Mar. 6-Automotive Foams
• Mar. 12-Corrosion Protection
• Mar. 13-Plastic and Composite Repair
• Mar. 19-Color Theory, Application,
Tinting, and Blending
• Mar. 26-Structural Straightening Steel
• Mar. 27-Measuring
Warren Technical Center-
Lakewood, Colo.
• Mar. 5-Corrosion Protection
• Mar. 7-Stationary Glass
• Mar. 12-Measuring
• Mar. 16-Automotive Foams
• Mar. 16-Hazardous Materials, Personal
Safety, and Refinish Safety
• Mar. 19-Damage Analysis of Advanced
Automotive Systems
• Mar. 21-Plastic and Composite Repair
Phil Long Collision Repair Center-
Colorado Springs, Colo.
• Mar. 6-Plastic and Composite Repair
• Mar. 14-Damage Analysis of Advanced
Automotive Systems
• Mar. 19-Corrosion Protection
• Mar. 20-Automotive Foams
• Apr. 3-Mechanical Systems Analysis
• Apr. 4-Hazardous Materials, Personal
Safety, and Refinish Safety
• Apr. 10-Wind Noise and Water Leaks
• Apr. 17-Stationary Glass
• Apr. 24-Steering and Suspension
Damage Analysis
Lincoln College of Technology-
• Mar. 7-Hazardous Materials, Personal
Safety, and Refinish Safety
• Mar. 12-Overview of Cycle Time
Improvements for the Collision Repair
• Mar. 14-Adhesive Bonding
• Mar. 19-Steel Unibody Front and Rear
Rails, Floors, and Front Structure
• Mar. 21-Steel Unibody, A, B, C,
D-Pillars, and Rocker Panels
• Mar. 26-Color Theory, Application,
Tinting, and Blending
Aims Community College-
Windsor, Colo.
• Mar. 9-Adhesive Bonding
• Mar. 9-Damage Analysis of Advanced
Automotive Systems
• Mar. 16-Wind Noise and Water Leaks
• Mar. 23-Corrosion Protection
• Mar. 23-Waterborne Products, Systems,
and Application
Gerber Collision & Glass-
Boulder Inc.-Boulder, Colo.
• Mar. 9-Steering and Suspension Damage
• Mar. 9-Structural Straightening Steel
• Mar. 23-Steel Unibody Front and Rear
Rails, Floors, and Front Structure
• Mar. 23-Steel Unibody, A, B, C,
D-Pillars, and Rocker Panels
Car Crafters-Albuquerque, N.M.
• Mar. 5-Plastic and Composite Repair
• Mar. 7-Adhesive Bonding
• Mar. 12-Hazardous Materials, Personal
Safety, and Refinish Safety
• Mar. 14-Squeeze-Type Resistance Spot
• Mar. 19-Damage Analysis of Advanced
Automotive Systems
• Mar. 26-Aluminum Intensive Vehicle
Wyoming Automotive-
Casper, Wyo.
• Mar. 8-Plastic and Composite Repair
• Mar. 9-Detailing
• Mar. 9-Waterborne Products, Systems,
and Application
Specialty Products Co.
This training is for both experienced
techs and beginning technicians
and will cover proper alignment
procedures. For more information and
registration, call 800-525-6505 or
visit or
Specialty Products Co.-
Longmont, Colo.
• Mar. 11-14-Advanced Alignment
Section 609 A/C Class
Rocky Mountain CFC Equipment Service
is offering a class on Section 609 A/C.
Space is limited. For more information
and to reserve space call 303-287-2607,
800-626-3266 or visit
Rocky Mountain CFC
• Mar. 21-Section 609 A/C Class n
by Michael Anderson
Golden, Colo.—Repair
information is the key to limiting the
inherent friction between insurance
adjusters and collision repair shop
personnel, said longtime industry
trainer Toby Chess during the
Automotive Service Association of
Colorado (ASA-CO) Independent
Automotive Professional
Symposium, Jan. 26, at the Marriott
Denver West, in Golden.
Chess’ four-hour course, which
focused on Toyota’s Technical
Information System (TIS), was one
of four that were held during the
daylong event, which drew more
than 240 mechanical and collision
repair shop personnel.
Attendees of the course received a
free annual subscription to TIS that
gives users access to Toyota’s
Collision Repair Information
Bulletins (CRIBs). The CRIBs
provide illustrations and narrative
for repair or replacement procedures
for Toyota, Lexus, and Scion
“If you understand the reasons why
things should be done, you can better
explain them to adjusters,” Chess said.
Repair procedures and methods that
were once acceptable, he said, may
no longer apply in vehicles equipped
with high-strength steel (HSS) and
ultra high-strength steel (UHSS).
Given the variance among types of
steels, Toyota uses MPa
(megapascals) to measure the
strength of the steel, Chess said,
adding that the automaker uses four
types: 330, 440, 780, and 980 MPa.
Honda uses a
rocker panel on
the 2014 Accord
that is 1,500 MPa,
he said. “The only
way you could put
the rocker on is by
braising,” he said.
“That’s why you
have to have the knowledge.”
The same is true for B pillars on
Toyota vehicles, which use 590 Mpa
steel and are non-repairable, he said.
“Adjusters need to know why these
need to be replaced, not repaired,” he
The first thing estimators should
do is pull down the OEM repair data and
have it ready for adjusters, Chess said.
“We have to take away all the friction at
the beginning of the process. The CRIB
will have all the information to hand over
to the insurance company,” he said.
In another section of his course, Chess
noted that on all vehicles equipped with
electronic stability control, it’s imperative
that the steering angle sensor be
recalibrated when wheels are aligned.
This is increasingly important, since
automakers must
equip all their
vehicles with
stability control in
An uncalibrated
steering angle
position sensor will
not activate
stability control in
the event that it is needed, Chess warned.
If alignment and tire work is sublet, make
sure it’s being done correctly, Chess said,
adding that there is no malfunction
indicator light on the dash for the sensor.
Certain manufacturers also have
specific ride height requirements for the
stability to activate, he said. A complete
listing of vehicles equipped with stability
control can be found at n
Parts & People March 2013 Page 23
Big Mike Naughton
ext. 745, 747, 748, 750, 763
fax 303-361-9278
Mercedes Benz
of Westminster
fax 303-410-9155
Land Rover
Gateway Mazda
fax 303-365-9465
Heuberger Motors
Front Range Honda
fax 719-573-5722
Aurora, CO
Westminster, CO
Westminster, CO
South Colorado
Springs Nissan
fax 719-550-3156
Colorado Springs, CO
Colorado Springs, CO
Colorado Springs, CO
Superior, CO
Aurora, CO
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Toby Chess says OEM repair information is not only
needed to perform accurate collision repairs, but
can also reduce friction between estimators and
insurance adjusters.
OEM repair information aids in communication between estimators and insurers
“The first thing estimators
should do is pull down the
OEM repair data and have
it ready for adjusters. ”
Washington, D.C.—Global alternative
asset manager The Carlyle Group has
completed its acquisition of DuPont
Performance Coatings for $4.9 billion
and announced that the company is being
renamed Axalta Coating Systems. Axalta
Coating Systems is
a global supplier of
coatings to the
transportation and
industrial sectors.
The investment was
funded primarily
with equity from
Carlyle Partners V
and Carlyle Europe
Partners III.
“We are excited to invest in Axalta
Coating Systems and believe its strong
market position and global footprint will
enable the company to capitalize on
opportunities in rapidly emerging markets
such as China and Brazil. As experienced
investors in the industrial and
transportation sectors, the One Carlyle
global network can help Axalta Coating
Systems expand and create value,” said
Martin Sumner, principal of The Carlyle
Charlie Shaver, the company’s
chairman and CEO, added, “We look
forward to this exciting next chapter for
Axalta Coating Systems. Our global
scale with 35 plants and seven technology
centers around the world, combined with
Carlyle’s industrial focus and global
network, position
us well for the
As an
company, Axalta
Coating Systems
will build on a
foundation of more
than 90 years in the
coatings industry. The company serves
more than 120,000 customers in 130
countries and provides customers with a
full range of coating systems.
“In addition to driving performance and
excellence, one of our greatest strengths
is the systems-based approach we take
with our customers,” said John G.
McCool, president of Axalta Coating
Systems. “Along with coatings, we
provide customers a full spectrum of
tools and services to help them use our
products effectively. We offer customers
hands-on opportunities to learn how to
use these products and applications tools
in our 42 training centers throughout the
world. This capability helps our
customers improve their performance and
productivity while allowing us to enhance
our offerings by gaining a better
understanding of customer preferences.”
Axalta Coating Systems develops,
manufactures, and sells coatings and
application tools to automobile repair
body shops and original equipment
manufacturers in the automotive and
heavy-duty truck markets. Its strong
market positions are supported by global
brands including Standox, Spies Hecker,
Cromax and Imron. The company’s
technology leadership is highlighted by
its best-in-class third generation of
waterborne systems developed to address
growing customer requirements for
higher productivity and environmentally
friendly coatings.
Axalta Coating Systems will continue
to do business as DuPont Performance
Coatings for the next several months until
the new name is formally launched in the
second quarter of 2013. The company’s
beta website,,
is under development and will enable
visitors to navigate to sites that contain
information about its products and
services. n
Audatex adds to global
vehicle brands list for AudaVIN
San Diego—Audatex North America
Inc. (Audatex) announced it has signed
new agreements to add GM, Nissan,
Infiniti, and Jaguar Land Rover to the
growing list of global vehicle brands
supported in the U.S. by its AudaVIN
vehicle identification technology.
The GM makes that are being released
for AudaVIN include Cadillac, GMC,
Chevrolet, Saturn, Saab, Buick,
Oldsmobile, Pontiac, and Isuzu, giving
Audatex customers access to more than 64
million GM VINs to drive more accurate
collision damage estimates and faster,
more efficient claims settlements.
“With the addition of these industry-
leading manufacturers, Audatex continues
to build momentum with AudaVIN as we
continue to give our insurance and
collision repair partners a stronger
competitive edge in the market, as well as
technology tools needed to increase
estimating accuracy, expedite claims
settlements, and drive higher levels of
customer satisfaction,” said Wolfgang
Ahrens, managing director of Audatex
North America.
AudaVIN uses VIN data to give
insurance claim representatives, appraisers
and collision repair estimators complete
vehicle-specific information, as recorded
by manufacturers on the production line.
The AudaVIN software is the only vehicle
identification technology on the market to
avail and integrate this information into the
estimating platform. Everything from
exterior paint and interior trim data to the
vehicle’s make, model, edition, production
date, standard equipment, factory-installed
options, and engine and transmission
details is included.
Featuring automatic or one-click VIN
decoding, AudaVIN is fully integrated
with Audatex estimating and valuation
solutions and services — including
AudaNet Xpert Estimating and AudaNet
Xpert Autosource — to provide claim
handlers, appraisers, and estimators a
streamlined vehicle identification process.
AudaVIN now supports more than 28
brands globally, including Mercedes-Benz,
BMW, Mini, Smart, Volkswagen, Volvo,
Audi, Porsche — and now GM, Nissan,
Infiniti, and Jaguar Land Rover. n
The Carlyle Group completes acquisition of DuPont, renaming it Axalta Coating Systems
Page 24 March 2013 Parts & People
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Parts & People March 2013 Page 25
Aurora, CO
Shortline Subaru
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Heuberger Motors
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Wilmington, Del.—An SAE International
Cooperative Research Program reported
progress in expanding its evaluation of
R-1234yf, stating that their “high level of
confidence that R-1234yf can be used safely
in automotive applications continues to
An earlier Cooperative Research Program
was completed in 2009 and concluded that
R-1234yf is a safe and acceptable alternative
refrigerant for mobile air conditioning
systems that can be used to meet new
environmental and consumer needs.
The previous evaluation has now been
expanded, and SAE International said “the
findings of the original CRP1234 remain
well founded.”
The evaluations done by the automotive
industry under the SAE program have
involved extensive testing.
According to SAE, the Cooperative
Research Program is “using universally
accepted engineering methods, including
analysis of recent OEM testing from actual
vehicle crash data, on-vehicle simulations,
laboratory simulations, bench tests and more
than 100 engine compartment refrigerant
releases. Based on this testing, the CRP has
found that the refrigerant is highly unlikely
to ignite and that ignition requires extremely
idealized conditions.”
“SAE programs have conducted years of
rigorous safety testing for this refrigerant,
and all results were brought together under
an internationally accepted approach to risk
assessment,” said Joseph Martinko, global
business and market manager, DuPont
Opteon products. “SAE International
Cooperative Research Programs follow a
process that brings a disciplined and
thorough approach to collaborative industry
programs.” n
Douglas County Diesel aids firefighters and public with equal care
well trained in the diesel industry.”
Thanks to a Mustang dynamometer,
King offers diesel emissions testing. “It’s
more a convenience for people than a huge
income source.”
Over-the-road truckers can have their
tractor and trailer inspected at the shop,
King said, because of its status as a state-
certified Department of Transportation
(DOT) inspection facility. King said he
and his technicians received training
through the Colorado Motor Carriers
Association (CMCA), a third party that
trains and screens inspectors.
The inspection process takes an hour, he
said, and includes everything from tires to
driveshafts, so truckers who might get
pulled over can avoid DOT failures and
“If we don’t know something, we’re not
afraid to learn,” King said. The shop’s solid
relationship with its main OEM supplier,
the Go Parts Center for Dodge, Ford, and
Chevrolet parts, grants it access to dealer-
level training online.
5.9-L Cummins pattern failures
Recurring problems have always
benefited the aftermarket on higher-
mileage vehicles, but lately, King said, he
has seen several with the 5.9-L Cummins.
“Cylinders one and six are experiencing
problems after 2004,” King said, adding
that the piston rings are breaking due to
overheating, which occurs when the
coolant jacket is starved, causing high
“We usually see dust in the cylinder,”
said Technician David Swanney. When the
problem is discovered, the engine has to be
replaced or rebuilt.
Another common failure with the 5.9L is
a no-start condition, rough operation, or
white smoke due to injector failures,
Swanney said. To do the job right, he said
they prefer to use the OE brand, rebuilt
Bosch 505 injectors, sourced through
Central Motive Power in Denver.
During Parts & People’s recent visit to
the shop, Swanney was servicing a 2010
Ram 3500 HD with 61,564 miles, powered
by a 6.7-L Cummins. The truck needed a
new diesel exhaust fluid (DEF) filter and
five gallons of DEF fluid, he said, which
needs to be replenished about every 5,000
Performance diesel, custom work
Aside from maintenance and repair,
King said approximately 30 percent of his
work is still custom and performance.
Such work has dropped significantly over
the years, he said, because people don’t
have as much disposable income.
When customers do seek more
horsepower and upgrades, tangible
evidence can be produced by a pull on the
dyno, he said. Preferred brands include
Edge, Bully Dog, aFe, Flow Pro, BD
Diesel, MKM Customs, and Snow
The shop is currently building a custom
truck for radio station KBPI’s Metal Shop
and D.J. Willie B, who sought out King for
the build. n
Page 26 March 2013 Parts & People
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Continued from page 1
Vin Waterhouse urges shop owners to use ‘financial GPS’, warns against labor discounts
by Michael Anderson
Golden, Colo.—During the
opening of the Automotive Service
Association of Colorado’s (ASA-
CO) annual Independent
Automotive Professional
Symposium, industry veteran Vin
Waterhouse joked that today’s
technicians should be called
“techricians,” given the amount of
diagnostic and electronic work they
perform on modern vehicles.
Waterhouse, president of The
Waterhouse Group, kicked off the
daylong event, held at the Denver
Marriott West, Jan. 26, with his
NAPA-sponsored breakfast
keynote, “The Financial State of
the Industry.” More than 240
industry professionals attended the
fast-paced presentation on repair
shop profitability.
After the keynote, Waterhouse offered
further details in his four-hour course,
“Financial Success in Today’s Market.”
Financial GPS
A financial GPS is required for any
shop owner who plans navigating his way
to “profitville,” he said. Key benchmarks
to pay attention to, he said, are net
profitability, expense limits, labor
revenues, and shop supply percentages.
“If you don’t have a GPS or know
where you’re going, you could end up in
Death Valley,” Waterhouse said.
Diagnostics times increase
“In 1991 only 5 percent of a shop’s
business involved
Waterhouse said.
“Today at least half of
your business is
electronics. You
don’t sell more parts
when you do
“The whole
business is changing,”
Waterhouse said,
pointing out that the
old rule that each
repair order (RO) is
50 percent parts and
50 percent labor is no
longer relevant.
That changing
dynamic makes the
previously prevalent
and acceptable practice of discounting an
entire RO a dangerous practice today, he
Pitfalls of labor
Although many shops discount labor,
they seldom discount parts, Waterhouse
said. Discounting labor is a profit-killing
practice, he warned.
One hour of labor is eight times the
profit of a 25-percent discount on parts,
Waterhouse said. “Flat rate or salary, the
money has always been in the labor,” he
said. “If you want to discount something,
discount the parts. The savings are
tangible and the customer satisfaction is
Waterhouse pointed out that when a
million-dollar shop is discounting each
RO 10 percent, that’s $100,000 a year. “If
you give it away at the top, you’re going
down,” he said. “Most shops that fail
have been out of business 12-18 months
before they close. Going forward, the
rules we used to use do not work
When the average shop only makes 3-
percent net profit, after the owner’s salary,
he said, discounts can really hurt. n
Parts & People March 2013 Page 27
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Vin Waterhouse, the breakfast keynote speaker at the ASA-CO
symposium on Jan. 26, urges shop owners to reconsider discounts
and their effect on profitability.
“If you want to discount
something, discount the
parts. The savings are
tangible and the customer
satisfaction is high.”
Special service. On
Jan. 24, the first
customer hand-over of
two all-new Range
Rovers took place at a
state-of-the-art visitor
center in Solihull, UK.
It’s the first Jaguar Land
Rover facility of its kind
in the world and was
designed to offer
customers the
opportunity to undergo a
high-quality multimedia experience as part
of receiving their new Range Rovers.
With the appearance of a boutique hotel,
the Solihull visitor center offers customers
special parking, a personal concierge, and a
VIP lounge that features 16-foot ceilings. A
Meridian cinema-style theater provides
Land Rover buyers an introduction to the
brand. Guests then move to a room where
their Range Rover will be unveiled using a
3D projection technology that silhouettes
the actual building of the vehicle, all with
dramatic lighting and Meridian audio sound
to enhance the
More than 6,000
guests currently visit
Solihull each year to
take part in factory
tours and off-road
experiences, and Jaguar
Land Rover expects an
additional 2,000 guests
will visit in 2013 with
the opening of the new
visitor center.
Bad economy? Apparently plenty of
buyers have money to spend on luxury cars,
as Porsche Cars North America reported a
32 percent increase over January 2012 with
sales of 3,358 vehicles for the first month of
2013. This follows a record-setting 2012 in
the U.S. with 35,043 vehicles sold.
January’s sales leader was the Porsche
Cayenne SUV with 1,500 units sold (993
were sold in January 2012). The other hot
seller was the combination of 911 models,
including the 911 Carrera 4 models that
hit the market.
Industry report. At the recent Portland
International Auto Show, Ford Motor Co.
U.S. Sales Analyst Erich Merkle provided
automotive media with data on the auto
industry and projections for the future.
Citing 14.8 million unit sales for 2012 in
the U.S., Merkle said the 13-percent
increase over 2011 was tied to housing starts
across the country and
shifts in buying habits
by consumers.
“In the 1970s the
industry sold small cars
and minivans, shifting
to larger vehicles and
SUVs in the 1990s,”
Merkle said. “Moving
forward, Boomers
began downsizing from
SUVs in 2004-2005
forward as the cost of
ownership, including
fuel costs, became vital.
In 2012, small cars
represented 21 percent
of sales, the highest
ever, and consumers are focusing on smaller
and mid-size vehicles.” He added that
hybrid and plug-in electric vehicles now
represent 4 percent of industry sales and are
growing with monthly sales of 50,000 units.
Merkle also said that smaller utility
vehicles and crossovers represented 12.5-13
percent of sales in 2012 and will continue to
be aggressive, with fuel efficiency being an
important issue for any vehicle. “Trends will
be toward smaller engines that provide
better fuel economy but top performance,”
he said. “At Ford, we sold 334,364 vehicles
with our EcoBoost engines in 2012, and we
expect that number to increase to 500,000 in
Hot show. The recent 2013 North
American International Auto Show
(NAIAS) in Detroit had 42 vehicle debuts,
38 of those worldwide introductions. More
than 5,000 automotive journalists from 58
countries were on hand and the show drew
771,000 visitors, according to NAIAS
producers. The most expensive car on
display was the Bentley Mulsanne, a hand-
crafted luxury sedan priced at $368,000.
The 2013 Cadillac ATS was crowned the
North American Car of the Year at the
Detroit show, while the 2013 Dodge Ram
1500 was named the 2013 Truck/Utility of
the Year. Both vehicles utilize an extensive
amount of advance high-strength steel in
their bodies. n
The Porsche Cayenne SUV was the top
seller for the company in January in the U.S.
Ford Motor Co.
U.S. Sales
Analyst Erich
Merkle provided
media with data
on the auto
industry and
projections for
the future at the
recent Portland
Auto Show.
Auto Notes compiled by Jerold B. Smith
Page 28 March 2013 Parts & People
Roseville, Minn.—Identifix has added
genuine Volkswagen, Audi, and Hyundai
service and repair information to its
online tool Direct-Hit.
Delivering information that comes
straight from the factory, Direct-Hit allows
professional technicians to diagnose and
repair vehicles with greater speed, accuracy,
and confidence from a single online tool.
“Direct-Hit is now the only site that
combines the time-saving power of more
than 550,000 experience-based, short-cut
test and confirmed fix procedures with
service information from eight OEMs,
totaling more than 25 vehicle makes,” said
Jeff Sweet, president of Identifix. “This
latest enhancement illustrates our continued
commitment to helping automotive repair
professionals determine what’s wrong with a
specific vehicle and the best way to fix it.”
Identifix places a high priority on
customer satisfaction by responding to their
ever-changing needs and preferences. Based
on feedback along with the latest advances
in technology, the company improves
Direct-Hit on a continuous basis and posts
detailed information about product
enhancements on n
The new visitor center at Jaguar Land
Rover’s Solihull, UK, plant offers a
unique experience for Range Rover
customers to take delivery of their
The 2013 Cadillac ATS won top honors at
the Detroit auto show. The luxury sports
sedan was hailed for its technological
advancements, driver-focused interior, and
exquisite driving capabilities.
The 2013 Dodge Ram 1500 was named the
2013 North American Truck/Utility of the
Year at NAIAS. Noted as a rugged pickup,
the Ram has a new air suspension system, a
new eight-speed transmission, and a variety
of engine choices to meet the demands of
personal and commercial buyers.
Identifix adds VW, Audi, and Hyundai
repair informaton to Direct-Hit
Parts & People March 2013 Page 29
Technical Institute
To register, contact your local CARQUEST
store or visit
Western Colorado Community
College-Grand Junction, Colo.
• Mar. 4-5-Advanced EVAP System
Location TBD-Littleton, Colo.
• Mar. 12-14-Current Probe Diagnosis
CARQUEST Distribution Center-
• Mar. 19-21-Current Probe Diagnosis
Location TBD-Wheat Ridge/
Thornton, Colo.
• Mar. 26-28-Current Probe Diagnosis
Career Development Center-
Boulder/Longmont, Colo.
• Apr. 2-4-Current Probe Diagnosis
WarrenTech-Lakewood, Colo.
• Apr. 9-11-Current Probe Diagnosis
Albuquerque Distribution Center-
Albuquerque, N.M.
• Mar. 11-12-Developing a Diagnostic
Game Plan
Dona Ana Community College-
Las Cruces, N.M.
• Mar. 13-14-Developing a Diagnostic
Game Plan
Specialty Products Co.
For more information and registration, call
800-525-6505 or visit
Specialty Products Co.-
Longmont, Colo.
• Mar. 11-14-Advanced Alignment
Automotive Research
and Design
For more information and to register,
e-mail or visit 7-8 p.m. Times are EDT.
• Mar. 18-Training needs to prepare
technicians for EV/HEV diagnosis
and repair
• Apr. 8-High Voltage Battery Testing
and Reconditioning in your shop
NAPA AutoTech Training
For more information or to register,
La Plata County Fairgrounds-
Durango, Colo.
• Mar. 25-Scan Tool Dynamics Ford
Diesel Systems
Lincoln Technical Institute (DADC)
• Mar. 26-Scan Tool Dynamics Ford
Diesel Systems
Northeastern Junior College
Lebsack-Schmidt Hall-Sterling, Colo.
• Mar. 27-Scan Tool Dynamics Ford
Diesel Systems
Comfort Suites of Castle Rock-
Castle Rock, Colo.
• Mar. 28-Scan Tool Dynamics Ford
Diesel Systems
MCM Elegante-
Albuquerque, N.M.
• Mar. 26-Scan Tool Dynamics Ford
Diesel Systems
Holiday Inn Express-
Las Cruces, N.M.
• Mar. 27-Scan Tool Dynamics Ford
Diesel Systems
Management Success
For more information, visit
DoubleTree by Hilton-
• Apr. 6-7-How to Increase your
Elite Worldwide
Automotive Seminars
This two-and-a-half-day Master Meeting
is for colleagues who are currently
enrolled in Elite Pro Service, a network
comprised of 90 of the top shop owners
in North America, and is limited to the
below-listed PAC's. For more information,
Phil’s Pro Auto-Pac 4&10
Greeley, Colo.
• Apr. 10-12-Pro Service Master Meeting
Electronic Fuel Injection
(EFI) University Training
For more information call 909-461-9106 or
The Boost Creep-Mead, Colo.
• Apr. 13-14-EFI-101
• Apr. 15-EFI Advanced n
Telematics on NASTF General
Meeting Agenda during Vision 2013
St. Johns, Fla.—Telematics is the science
to transmit vehicle data over long distances
and the technology is playing a quickly
expanding role in service efficiency and the
consumer’s choice of service facility.
Charlie Gorman, executive director of the
Equipment & Tool Institute (ETI), says the
best telematic solutions in the future may
come from open-market development.
Gorman, who is also the current chair of
the NASTF Board of Directors, will argue
his point in a presentation March 8, at the
NASTF Spring General Meeting held in
conjunction with Vision 2013 at the
Overland Park Convention Center near
Kansas City, Kan.
In his presentation, “Why Automakers
Should Support Aftermarket Telematics,”
Gorman will present survey results from
shop owners and offer his insight into
telematics in the world of the automaker.
“NASTF is the perfect place to have this
conversation with the OEMs,” Gorman said.
“Join me in this discussion as we set the
steps needed to create an open and safe
telematic diagnostic environment to best
serve motorists over a vehicle’s full life.”
NASTF holds two general meetings each
year. The site for the Spring 2013 NASTF
General Meeting was chosen specifically in
recognition that the Vision conference is one
of the largest educational gatherings of
professional independent technicians in the
U.S. The NASTF General Meeting is
scheduled for 1-4:30 p.m., March 8. There is
no charge to attend the NASTF meeting but
there is a fee to register for other educational
sessions at the Vision conference.
Information and registration for Vision is
available at The Fall
2013 General Meeting will be held in Las
Vegas during Industry Week. n
Page 30 March 2013 Parts & People
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Mechanical Repair Training Notes
Parts & People March 2013 Page 31
by Rob Merwin
Las Vegas—Let your fingers do the
OTC recently introduced the industry’s
first wireless PC tablet-based diagnostic
tool, the Genisys Touch, which features a
10.1-inch high-resolution touch screen. It
provides coverage for all domestic, Asian,
and European makes and models with an
emphasis on most common vehicles,
including out-of-warranty vehicle years
1996-2008 for all OEMs, said Steve Zack,
OTC technical instructor, at the product’s
launch at AAPEX.
“The Touch enables
technicians to access
hard-to-reach computer
controlled components
and move freely while
scanning the vehicle from
its long-range Class-1
Bluetooth pairing,” he
Its Windows 7
operating system, Internet
browser, USB and video-
out connectivity gives
technicians that versatility
in their bays: Wi-Fi
provides for immediate
software updates as well
as new releases of vehicle coverage; its
“Fast Link” feature goes direct to OEM
subscription websites; and Web searches
for repair information, part numbers and
fixes can be conducted during live
sessions, Zack said.
“What’s really interesting about this
tool is its ‘AutoDetect,’” he said. “It
automatically looks up CAN vehicles to
set up year, make, and model, and a tech
can then navigate to trouble codes and
repair information from an embedded
database. It also can access Identifix’s
Direct-Hit, as well as search for service
bulletins and recall info.”
Technicians can learn test procedures or
functions in one minute or less with its
embedded training videos and view them
during live diagnostic sessions.
“Information for specific tests is available
with one click for videos,” Zack said.
“Techs can use its ‘Special Test’ feature to
turn components on and off, such as an
injector, or open
an EGR valve,
turn on a fan or
whatever they
want. Techs also
have the ability
to look at two
columns of data
stream and then
select items
individually —
it’s very user-
He said its
Assist” feature in
technicians to
enter an issue,
such as shifting problems, and retrieve
recommended repairs. It has Bluetooth
pairing to an included J2534 vehicle
communication device, as well as OTC’s
optional wireless TPMS reset tool and PC-
based two-channel oscilloscope. Zack
added that its J2534-1/J2534-2/Euro 5
compliant VCI provides wireless vehicle
communication to the tablet and can also
be used to reprogram vehicle controllers. n
Steve Zack, OTC technical instructor, demonstrates OTC’s
new tablet-based Genisys Touch diagnostic tool, which he
says is the first of its kind in the market.
The new Genisys Touch is a Windows 7 diagnostic platform with a
large resistive 10.1-inch touch screen featuring Wi-Fi and web
browser access. It also has Bluetooth pairing to an included J2534
vehicle communication device, as well as OTC’s optional wireless
TPMS reset tool and PC-Based 2-Channel Oscilloscope.
OTC breaks new ground with recent launch of PC tablet-based diagnostic tool
Page 32 March 2013 Parts & People
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NAPA Denver - Marty Smith
There is no easy answer to this
question, but here at Elite we can give
you some points that you need to
consider. We realize that you are paying
rent, insurance, etc., on a 24-hour-a-day,
365-day-a-year basis, so
many will argue that you
should be open on
Saturdays since you’re
already incurring many of
the fixed expenses. Some
will also argue that if you
are closed on Saturdays,
then stranded customers, or
those who can’t make it in
during the week, will wind
up at your competitors’
shops. Obviously, there is
truth to that argument as
well. But before you make a decision to
open up your shop on Saturdays, or to
continue to remain open on Saturdays,
here are five considerations that should
not be overlooked:
1. Run the numbers and pay close
attention to the details. By being open on
Saturdays you’ll more than likely incur
the added cost of overtime, which will
escalate your operating expense, as well
as the expenses that are based on payroll,
such as insurance. The bottom line is that
you’ll need to come to a conclusion as to
exactly how much you’ll need to generate
in Saturday sales (closed ROs) to make it
a worthwhile endeavor for your business.
Also, you need to make sure that when
you forecast your necessary Saturday
sales you’re not counting work that you
would have otherwise performed during
the week.
2. The consideration that is most
commonly overlooked (but that can cost
you a fortune) is the cost of employee
morale. If you plan on having your techs
and service advisors put in the extra day,
there will be a hefty price that you will
ultimately have to pay. You may very well
experience lower productivity Monday
through Friday, a decrease in the quality of
customer service, or an increase in
employee turnover, just to name a few. We
realize that some of you may be telling
yourselves that you have some young,
motivated staff who would love to be open
on Saturdays so they can earn a higher
income, but you’ll more than likely find
that the excitement wanes over a short
period of time. Opening your doors on
Saturdays may be great for short-term
performance, but odds are, it will not be the
best choice when it comes to long-term
business building.
3. Whatever you do, don’t ask your
customers if they would like to see you
open on Saturdays! Far too many shop
owners place value on these
opinions when the
overwhelming majority of them
will naturally say “yes” since it’s
to their benefit, and there is
absolutely no downside for
4. Take Saturdays for a “test
drive.” If you feel being open on
Saturdays is something you just
can’t pass up, then before you
tell the world, you should have a
skeleton staff work on
Saturdays for 90 days and then
measure the results. During this test drive,
make certain that your entire staff
understands that the Monday through
Friday goals will still need to be reached,
and that Saturday is not to be used as an
optional “bring it in for service” day for
your existing customers who contact your
shop during the week. Otherwise, you’re
robbing Peter to pay Paul.
5. Lastly, consider this: If your intent is
to drop as much money onto the bottom
line as quickly as possible, then opening on
Saturdays may very well be a good
decision for you. And if that is the case,
you may want to consider being open on
Sundays and holidays, too, because the
same financial logic prevails. On the other
hand, if your interest is in building a
profitable, successful business that will
grow in value over the long term, and in
creating a great environment for your
employees to call their home away from
home, then closing on Saturdays, and
losing some potential sales along the way,
will more than likely be the perfect choice
for you.
. . . . . . . . . . .
Since 1990, Bob Cooper has been the
president of Elite Worldwide Inc., an
ethics-based company that helps both
struggling and successful shop owners
take their businesses to new levels
through one-on-one coaching from the
industry’s top experts. The company also
offers shop owners sales, marketing, and
management solutions in the form of
downloadable audio training courses,
seminars, and service advisor training.
You can contact Cooper at, or at
800-204-3548. n
Cooper’s Keys to Auto Repair Profits
Bob Cooper
The million-dollar question: Should your
auto repair business be open on Saturdays?
Parts & People March 2013 Page 33
South Colorado
Springs Nissan
Liberty Toyota
Al Serra Volkswagen
fax 719-258-1094
Heuberger Subaru
Mercedes-Benz of
Colorado Springs
fax 719-575-7916
Phil Long Ford
of Motor City
fax 719-575-7809
Get the genuine
mechanical and
collision parts your
shop needs from
your preferred
Colorado Springs
Al Serra Chevrolet
fax 719-867-2937
Signature Kia
Fax: 719-575-7197
Two daily
from the
Two daily
deliveries from
Springs to Pueblo
9am & 1pm!
Automotive industry gathers in Golden
for second-annual ASA-CO symposium
photos by Michael Anderson
NAPA was among several vendors displaying products and services at the daylong event.
In attendance, were, from l., Tony Ralston, Ray Norton, Bill Carey, and Kip Sunset.
The team from Central Motive Power (CMP) showcases their diesel wares to ASA-CO
symposium attendees on Jan. 26. The CMP crew, from l., are Mike Linne, Dave
Hughes, Byron Brown, and MacKenzie Flynn.
Steven Cox (r.), sales representative for AllData,
uses a tablet when talking to a show attendee.
Representing Arvada, Colo.-based
Omnique, a provider of shop
management software, are, from l.,
Kris Hammon, Monique
Mondragon, who is a recent hire,
and Erik DeBoer.
Steelmate USA introduces
TPMS products
Cerritos, Calif.—Steelmate USA enters
the TPMS category with four models.
The products are attractive to the
“towables” market, where valuable cargo
in trailers behind vehicles needs to be
monitored regarding tire temperature
and/or air pressure. With a cigarette
lighter plug design, three of the four
models are easily moved from tow
vehicle to tow vehicle as needed. The
first model is the TO-02 and is a basic
“flashing” alert to draw attention to a tire
problem. The second unit, the TP-03,
displays the temperature and air pressure
for up to four wheels and shows the exact
tire that is causing the alert. The TP-08
model adds the capability to program a
tire location for tire rotation or
replacement from the
iSTYLE display module.
The fourth unit, the TP-05, is
a hideaway ECU (Blackbox)
that has video output to
display the tire monitoring
on screen, on any in-dash
radio with video inputs. All
the models come with four
in-wheel valve stems that
include long-life lithium
batteries, and transmit the
signal to the displays,
Custom-fit foam drawer organizers
for Verus Pro and accessories
Lincolnshire, Ill.—Technicians can turn
their tool cart into a high-end mobile
diagnostic tool station with new custom-
fit foam drawer organizers to keep their
Snap-on Verus Pro and its accessories
clean, organized, secure and protected.
Chicago Pneumatic introduces
3/4-inch impact wrench
Rock Hill, S.C.—Chicago Pneumatic
has introduced its CP7769 series air
impact wrench, the most powerful impact
wrench in its class and the only 3/4-inch
impact wrench to offer the side-to-side
(S2S) single-hand forward/reverse
switching for improved efficiency and
operator comfort, company officials said.
The CP7769 series is designed for a wide
variety of maintenance applications,
including heavy vehicle mechanical
repair and maintenance repair operations.
The CP7769 and the CP7769-6, with a
six-inch extension shank, provide 1,440
lb-ft. (1950 Nm) of maximum torque, the
highest of any 3/4-inch impact wrench in
its class. With an optimal balance and
interaction between motor and clutch
mechanism, it consumes less air (7.75
cfm) than competitive tools.
Associated Equipment introduces
ATEC Bench Charger line
St. Louis—Associated Equipment
Corp. (AEC) offers its new line of
portable automotive battery bench
chargers under the ATEC brand. The
ATEC chargers have sleek new cabinetry,
more efficient transformers, and feature a
digital meter display with a push-button
switch to toggle between voltage and
current readings.
ACDelco powers up its
fleet battery portfolio
Grand Blanc, Mich.—ACDelco has
released two new fleet battery
part numbers in its continuing
effort to provide fleet
servicers a broader variety of
battery choices. Both batteries
– which carry an 18-month
free replacement warranty –
are designed with a special
lead (pb) paste and density
that helps enable them to
withstand the heavy-duty
cycling of over-the-road
(OTR) truck fleets where there
are no idle laws. The flooded
batteries also are designed to
last longer in high-cycling
environments and provide
near-AGM cycling
capabilities at a flooded lead-
acid battery price.
New Product Notes
Chicago Pneumatic introduces its 3/4-inch air impact
wrench designed for a wide variety of maintenance
applications, including heavy vehicle mechanical repair.
Page 34 March 2013 Parts & People
For Price & Availability Call:
DENVER, CO 800-525-6177
FORT COLLINS, CO 800-537-0833
GREELEY, CO 970-352-9004
GRAND JUNCTION, CO 800-332-7094
ALBUQUERQUE, NM 800-525-0074
CASPER, WY 800-442-3700
GILLETTE, WY 800-995-1809
ROCK SPRINGS, WY 307-352-3775
Transmissions & Differentials
Rebuilt Transmissions & Differentials
1 Year & Unlimited Mileage
Over 400 Exchange Units Available
Complete line of Auxiliaries & Transfer Cases
Pick-Up Truck Transmissions are also Available
Steelmate USA introduces four new TPMS models
suitable for the towables market.
Snap-on introduces new custom-fit foam drawer organizers to keep Verus Pro and its
accessories clean, organized, secure, and protected.
Continued on page 35
Versatile coolant/auto body leak
detection dye introduced
Westbury, N.Y.—Tracer Products has
introduced its new TP-3900 Dye-Lite
Body Dye. TP-
3900 fluorescent
dye finds leaks in
radiators, hoses,
water pumps, and
fittings. Just add
one ounce (30
ml) of the dye to
a cooling system
and allow it to
Wherever the
coolant leaks out,
so does the dye,
which remains at
the site of each
and every leak.
When the system is scanned with a
Tracerline ultraviolet or blue light
inspection lamp, the dye glows a bright
green, showing the exact location of all
leaks. In addition to locating coolant
leaks, TP-3900 also detects wind and
water leaks.
Gates Corp. introduces coolant
hose for heavy-duty applications
Denver—Gates Corp. introduced a new
high-temperature, peroxide-cured EPDM
coolant hose for heavy-duty applications,
including trucks, buses, and off-road
equipment. It is a less expensive
alternative to silicone or sulphur-cured
coolant hose. The abrasion-resistant
material is designed to resist
electrochemical degradation, binds to
system components for fewer cold water
leaks, and has a lower water permeation
rate than silicone hose.
Cordless Blue-Point light illuminates
entire engine compartment
Kenosha, Wis.—The new Blue-Point
128-LED Cordless Rechargeable Under
Hood Light is the brightest underhood
light that Snap-on offers its customers.
With 180-degree light distribution, it
illuminates the entire engine compartment,
giving service technicians the ability to
perform service repairs faster and more
efficiently. Its diffusion tube technology
eliminates shadows and the rechargeable
lithium-ion 4400 mAh battery offers three
hours of continuous light. An underhood
bracket telescopes from 47 inches to 71
inches to fit most vehicles.
Liqui Moly introduces
new automatic gear oil
Simi Valley, Calif.—Liqui Moly
has introduced a versatile
automatic gear oil, the Top Tec
AFT 1800, which covers a broad
range with long oil change
It was primarily developed for
the six-gear family 6HP19/26/32
from ZF, which is installed by,
among others, BMW, Jaguar,
Land Rover, and
Porsche. It also has
an official Dexron
VI approval from
GM and a Mercon
LV approval from
Ford. In addition to
this, it fulfills the
BMW 83 22 0 142
516 (M-1375.4),
Hyundai SP-IV,
Nissan Matic S, and
Toyota WS. Due to
its low viscosity, it
also withstands low
temperatures and
contributes to a
reduction in fuel
Oxidation and aging stability properties
enable long oil change intervals.
EPA adds Yokohama’s new com-
mercial tire to SmartWay list
Fullerton, Calif.—Yokohama Tire
Corp.’s new TY517 commercial tire has
been added
to the EPA
list of
which now
has nine
as SmartWay
tires,” will
debut the
TY517 at the
Trucking Show, March 21-23 at the
Kentucky Expo Center in Louisville, Ky.
SmartWay Transport, a collaboration
between the EPA and the freight sector, is
designed to improve energy efficiency and
reduce greenhouse gas and air pollutant
emissions. n
The new Blue-Point eliminates shadows
and has a three-hour charge.
Gates FleetRunner Hi-Temp Straight Coolant
Hose has a working pressure up to 50 percent
higher than typical silicone coolant hose, offering
greater protection for tough fleet and heavy-duty
Tracer Products
introduces its TP-
3900 Dye-Lite
Coolant/Auto Body
Yokohama Tire Corp.’s
new TY517 commercial
tire debuts in March.
Continued from page 34
Liqui Moly
introduces a
versatile automatic
gear oil. Oxidation
and aging stability
properties enable
long oil change
Parts & People March 2013 Page 35
970-292-1616 Northern Colorado
Parts for all types
of underhood repairs -
all makes, all models
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More than just
If you have new products and would like them
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please send your product information to
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Six monthly regional print editions serving
the automotive parts &service industry.
AutoNation relocated its Go Hyundai
dealership to 104th Avenue in January, just
west of Interstate 25 in Northglenn in the
former Northglenn Dodge building. The
standalone Hyundai dealership was
previously shared with Mazda in
Westminster, said Parts Manager Amanda
Bush, adding that AutoNation dropped its
Mazda franchise in Colorado. Go Fiat of
North Denver, Go Hyundai’s sister store,
moved in next door.
Larry H. Miller Nissan relocated in
February from South Broadway in
Englewood to its new dealership on Plum
Valley Lane in Highlands Ranch.
The dealership is near Lucent Boulevard
and C-470, where a new dealer row is
emerging with Mike Ward Infiniti and
Ralph Schomp BMW.
Steve Gallegos, owner of Steve’s
Transmissions & Gears, moved his
business from South Santa Fe to South
Lipan Street in Denver. The late-December
move nearly doubles warehouse space for
Gallegos from 7,800 to 13,300 square feet.
It allows for greater depth and breadth of
inventory, he said, which includes rebuilt
standard transmissions and transfer cases
for many foreign and domestic
Central Motive Power (CMP), a
Denver-based distributor and service
provider for diesel engines, hired Dave
Hughes to serve as an outside sales
representative. Hughes
is an industry veteran,
having spent the last
27 years working for
Kenz & Leslie, a BG
Products distributor in
Wheat Ridge. Hughes
represents CMP’s full
line of products in
northern Colorado.
Several internal
personnel changes and promotions have
been reported in the Mountain West for the
Genuine Parts Co. (GPC) and its
NAPA distribution centers (DCs).
Stuart Duncan has left the NAPA
Denver DC and is the new district manager
for the NAPA Seattle DC, located in Kent,
Wash. Tony Ralston, formerly a sales
representative for Altrom/NAPA Import,
replaces Duncan as district area
manager/sales manager. Kip Sunset, a
NAPA veteran salesman, replaces Ralston
as the Altrom sales representative. Will
Rogers is also headed west to serve as the
general manager for the NAPA Spokane
DC. He leaves the Denver district having
met quota and earning a Triple Crown
award. Todd Raffaeli, formerly the
Denver DC sales manager, replaces Rogers
as district manager. Marty Smith,
formerly the Mountain Division sales
manager and 26-year NAPA employee, has
rejoined his crew on the front lines as the
Denver DC sales manager, replacing
Raffaeli. Moving from the Seattle DC to
Denver to assume Smith’s previous role of
Mountain Division sales manager is
Randy VanHorn, who was promoted
from the Seattle DC where he served as
sales manager. VanHorn, a 12-year
employee of NAPA, is now responsible for
seven distribution centers in the Mountain
West, including Denver. Nick Sebesta
replaces VanHorn in Seattle, relocating
from the Spokane DC. Schyler Rohr has
successfully completed his role as
management trainee and has been
appointed Denver service manager.
The Automotive Service
Association of Colorado (ASA-CO)
held its annual Independent Automotive
Professionals Symposium at the Denver
Marriott West, in Golden, Jan. 26. The
symposium’s “New Technology” workshop
featured a hybrid and electric AC testing
focus, which was presented by David
Talavera of ACDelco.
Phil Long Mercedes-Benz of
Colorado Springs was recently honored
with the 2012 Mercedes-Benz “Best
of the Best” dealer recognition award for
meeting manufacturer-set objectives in
both sales and customer service indexes.
Page 36 March 2013 Parts & People
Automotive Recycling
Family owned & operated
since 1959
Over 2,500 parts vehicles
Full service & self-service areas
Call today
2151 W. Radcliff Ave. • Englewood, CO
Go Hyundai parts department personnel
Johnathan Williams and Amanda Bush are
settling into their new dealership on 104th
in Northglenn.
Steve’s Transmissions & Gears moved to a
larger facility on South Lipan Street in
Denver in December, nearly doubling its
warehouse space.
Randy VanHorn (r.) has been promoted
from the NAPA Seattle DC to serve as
GPC’s Mountain Division sales manager,
responsible for seven DCs. With him is
Marty Smith, who left the Mountain
Division sales manager post to serve as
the NAPA Denver DC sales manager.
David Talavera of ACDelco presents the
hybrid and electric AC testing workshop at
the ASA-CO Independent Automotive
Professionals Symposium, Jan. 26.
Dave Hughes,
Central Motive
Continued on page 37
People & Places compiled by Michael Anderson
Parts Manager Lance Michels said the
dealership is one of only six Mercedes-
Benz franchises in the U.S. to have won the
award four years in a row. For 2012, the
dealership was also a first-time recipient of
the Mercedes-Benz President’s Award.
Tire World Auto Repair Centers
opened their sixth Colorado Springs
location at 750 Copper Center Parkway in
late October. The shop, a Bridgestone 5-
Star Certified Performance Dealer, was
opened to serve the northernmost side of
Colorado Springs including the Black
Forest and Gleneagle areas, Store Manager
Chad Kinkade said.
Pellman’s Automotive Service
Repair and Haglin Automotive, both
of Boulder, were recognized at January’s
ASA-CO Symposium for being named
among Motor Age magazine’s top 10
shops in the country. CARQUEST’s
Chris Chesney presented plaques to
Owners Lisa and Brad Pellman and Dana
and Judi Haglin during the event’s
luncheon at the Denver West Marriott in
Golden. “It’s highly unusual that two top
shops are practically neighbors,” Chesney
said, “and CARQUEST wanted to
recognize these Tech-Net shops and do
something special for them.”
Automotive Service & Repair
Week (ASRW) announced that Dan
Stander, AAM, Fix
Auto Highlands Ranch
in Littleton, Colo., will
serve as the next event
chairman for the
Congress &
Exposition (NACE).
He will represent his
segment of the industry
and ASRW. The 2013
event is scheduled for
Oct. 17-19, at the
Mandalay Bay
Convention Center in Las Vegas.
The majority of tool and equipment
purchasing decision-makers used the
Internet more for seeking information, and
less for purchasing tools and equipment,
according to the newly released AAIA
2013 Digital Tool and Equipment
Purchasing Trends report. The report
provides an analysis of the purchasing
decisions of professionals who use shop
tools and equipment for automotive
repairs. The report is available for a fee at
Registration is now available for the 40th
anniversary Knowledge Exchange
conference of the National Catalog
Managers Association (NCMA) at the
Hilton St. Louis at the Ballpark, April 20-
23, in St. Louis. Automotive catalog and
product content managers will gather with
their trading partners and vendors for three
days of education, professional
development, and networking. NCMA is a
segment of the AAIA. NCMA members
can register for $495, and the fee for non-
members is $695. Forms and information
can be found online at the NCMA
conference page at
The Hot Rodders of Tomorrow
Engine Challenge, a scholarship
program for high school shop teams, is
expanding in terms of numbers of
sponsors, teams, and scholarship dollars.
Design Engineering Inc. (DEI)
announced its sponsorship of the program,
which is designed to encourage high school
students to take an interest in the
performance aftermarket by providing a
series of competitions that exhibit their
skills. For a full schedule events, or to sign
up a high school team to compete, visit
Matrix System Automotive
celebrates 30 years
in the automotive
paint industry.
With nearly 125
employees and
more than 400
distributors, Matrix
System continues
to be a supplier to
the PBE market
widely known for
its basecoat platforms and clearcoat
products. Matrix System also offers a full
complement of companion products
A Chip Foose-designed
WD40/SEMA Cares 1953 F-100 sold
at Barrett-Jackson recently for
$170,000, with all proceeds benefitting
Childhelp and Victory Junction
charities. The truck was rebuilt with an
updated drivetrain and suspension and
custom paint. Other features include an
original flathead engine from Edelbrock,
Parts & People March 2013 Page 37
Standard Transmissions &
Transfer Case Specialist
• New & economically
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remanufactured units
• Full line of the highest
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• Latest design &
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• Professional technical
When you need quality &
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800-795-1401 • 303-623-1401
1020 YUMA ST. DENVER, CO 80204
Phil Long Mercedes-Benz Parts Manager
Lance Michels says his dealership is one
of only six Mercedes-Benz franchises in
the U.S. to have won the “Best of the
Best” dealer recognition award four years
in a row.
Tire World’s new Northgate repair center
is the 33-year-old company’s sixth
location, and is poised to serve customers
in the northernmost regions of Colorado
Springs, Store Manager Chad Kinkade
From l. Lisa and Brad Pellman, owners of
Pellman’s Automotive Service Repair, and
Dana and Judi Haglin, owners of Haglin
Automotive, receive plaques of
recognition from CARQUEST’s Chris
Chesney (c.) during ASA-CO Symposium
in Golden.
Continued from page 36
This custom-built 1953 Ford F-100
recently sold for $170,000 at Barrett-
Jackson Auctions in Scottsdale, Ariz.
Matrix System
Automotive Finishes
celebrates 30 years
in the automotive
paint industry. Continued on page 38
Daniel A. “Dan”
Stander, AAM, of
Fix Auto
Highlands Ranch,
will serve as the
next event
chairman for
speed equipment from Egge, BASF paint,
and a custom MagnaFlow exhaust.
Betts Co. announced that BettsHD is
the company’s new operating division for
spray suppression and fender products at
HDAW 2013 in Las Vegas. BettsHD
combines the resources of Betts and Life-
Time Fenders into one source for
safety-related products focused on heavy
duty tractor/trailer applications. Heavy duty
tractor/trailer components previously
branded or offered distinctly by Betts and
Life-Time Fenders will be branded as
Fras-le, a friction material
manufacturer, announced at HDAW 2013
in Las Vegas that it began production of
heavy-duty brake lining at its friction
manufacturing facility in Prattville, Ala. It
is the first time Fras-le has produced
heavy-duty brake lining in the U.S. The
new friction materials are supplied to
Meritor for aftermarket use on new and
remanufactured brake shoes in North
The annual KOI Auto Parts-
Federated Auto Parts Cavalcade of
Customs and Training Expo, Jan. 11-
13, in Cincinnati, was a success, with
record-setting attendance and 550 KOI
customers participating in more than 100
training sessions. As part of the Cavalcade
of Customs, KOI offered 30 different types
of training classes for a total of 106
sessions during the three-day event. The
550 KOI service technician customers
attended a total of 1,234 training classes.
Fifty-two of Federated and KOI’s supplier
partners set up booths for the show, while
KOI had five booths of its own.
The Automotive Lift Institute Inc.
(ALI) announced the
availability of the 2013
edition of its “Vehicle Lifting
Points for Frame Engaging
Lifts.” The updated guide is
a quick-reference single-
source manual for lifting
point information as
recommended by the vehicle
manufacturers. Visit ALI’s
website,, to
order this updated guide or
for information on other
safety materials and
ALI will partner with
Petty’s Garage to support the
Petty’s Garage
Performance Tour for its
second year in 2013. The
Performance Tour brings
Petty’s Garage expert car
designers and builders, custom
parts, and unique vehicles
directly to fans and auto
enthusiasts at events across the
U.S. Among the cars on display
as part of the tour is the Legacy
by Petty Challenger, a custom
Dodge Challenger convertible
built by Petty’s Garage as a tribute to
Richard “The King” Petty by ALI. A full
schedule of tour stops is available on the
Petty’s Garage website at www.pettys-
The University of the
Aftermarket Foundation welcomed
Dorman Products Inc. as a lifetime
trustee. The company recently contributed
$100,000 to the foundation in order to help
secure the future of the aftermarket through
education. Jeff Darby, senior vice
president of sales for Dorman,
will serve as the company’s
representative on the board of
For the fourth consecutive
year, the board of directors of
DMA Goodpoint Inc. have
approved the issuances of a
6.25-percent dividend to its
preferred class shareholders.
By industry comparative
standards, that ranks DMA
Goodpoint among the highest
for companies issuing an
annual dividend. Over the
four-year period, shareholders
have also seen an appreciation in share
value of more than 20 percent.
At the recent Collision Industry
Foundation (CIF) meeting at the Hilton
in Palm Springs, Calif., the CIF Board
elected two additional members to the
board of trustees to carry on the
Foundation’s initiatives throughout the
coming years. The two new trustees are
Shawn Heimback, of Saint-Gobain
Abrasives Inc., and Cheryl Boswell, of
DCR Systems. In addition to Heimback
and Boswell, the CIF Board elected in the
fall of 2012 Dave Merrell, PartsTrader;
Petra Schroeder,
DuPont Performance
Coatings; Kelly
Broderick, Dedoes;
Automotive Finishes;
and Rick Tuuri,
Audatex, a Solera Co.
Bill Moss, AAM,
owner of EuroService
Automotive in
Warrenton, Va., will
return for a second
term as the event
chairman for the
Congress of Automotive Repair and
Service (CARS). He will represent his
Page 38 March 2013 Parts & People
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People & Places
KOI hosted a student-day event for more
than 370 local vocational school students
and their teachers before the Cavalcade of
Customs show began.
ALI will partner with Petty’s Garage to support the
Petty’s Garage Performance Tour for its second year
in 2013.
John Washbish (l.), secretary of the
University of the Aftermarket Foundation,
accepts a check for $100,000 donated to
the foundation from Steve Berman,
chairman and CEO of Dorman Products Inc.
ALI announced the
availability of the 2013
edition of its “Vehicle
Lifting Points for Frame
Engaging Lifts” guide.
Continued from page 37
Bill Moss, AAM,
owner of
Automotive in
Warrenton, Va.,
will return for a
second term as
the event
chairman for
Continued on page 39
For the first time in the U.S., Fras-le is
producing heavy-duty brake lining.
Parts & People March 2013 Page 39
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A-1 Transmissions & Parts Co.............................37
Active Truck Parts, Inc. ........................................11
Advantage DataSystems Corp. dealers..............23
Aisin World Corp. of America.................................5
American Honda dealerships ..............................19
Auto Dynamic Engine Rebuilders..........................4
AutoNation Go dealerships..................................40
BG Products distributors.....................................13
Central Motive Power ......................................4, 39
Chrysler LLC.........................................................27
Colorado Auto & Parts.........................................36
Colorado Component Rebuilders .......................14
CVJ Axles..............................................................12
Drive Train Industries, Inc.....................................34
Elite Worldwide.....................................................36
Engine & Performance Warehouse, Inc. ...............7
Enviro Management Solutions, Inc. ....................24
Exedy Globalparts Corp. .....................................28
Groove Ford..........................................................15
Groove Mazda......................................................15
Groove Subaru.....................................................15
Groove Toyota Scion............................................15
Heuberger Motors................................................20
Import Car Parts...................................................14
Infniti of Denver....................................................30
Jasper Engines & Transmissions.........................17
John Elway Chevrolet ..........................................29
Kia Motors America dealerships .........................10
Meadow Creek Truck Supply ..............................24
Midstates Distributing..........................................10
Mike Naughton Ford............................................38
NAPA Denver Distribution Center........................32
NAPA Tracs...........................................................16
Nissan dealerships...............................................21
Northern Colorado Driveline Service.....................8
One Stop Parts Source........................................35
Part of the Club ....................................................31
Peak Kia North .....................................................20
Performance Tool & Equipment...........................20
Perkins Motor City Dodge ...................................18
Phil Long Dealers of Colorado Springs.................2
Power Ford...........................................................32
Premier Tire Terminal, Inc.......................................6
Pueblo Delivery Co-op.........................................33
Rocky Mountain CFC Equipment Service, Inc. ......18
Steve’s Transmissions..........................................26
Stevinson Automotive, Inc...................................22
Subaru of America dealerships ...........................25
Total Lubricants USA, Inc.......................................9
Transwest GMC....................................................12
U.S. AutoForce.....................................................26
segment of the industry and ASRW. The
2013 event is scheduled for Oct. 17-19, at
the Mandalay Bay Convention Center in
Las Vegas.
The Timken Company announced the
appointment of Daniel L. Humphrey to
the position of manager for the U.S. and
Canadian commercial vehicle aftermarket
Remy International Inc. announced
that John H. Weber, president and CEO,
has stepped down from his role, but will
continue to remain as a member of the
Remy Board of Directors. Senior Vice
President and COO John J. Pittas will
take his place.
Automotive Parts Associates
(APA) has hired Gary Martin as
executive vice president. Martin will be
responsible for maximizing APA’s
operating performance and overseeing
APA’s strategic plan. He will be working to
further integrate member and vendor
participation in APA’s
data warehouse. Public
relations and training
will be key
components of his
new position. Martin
will be based at APA’s
headquarters in
Lenexa, Kan., and will
report directly to Dan
Freeman, president
and CEO.
SenSen North America announced
the opening of a new one million square-
foot shock and strut manufacturing, R&D,
and distribution facility in Zhejiang, China.
The new factory became fully operational
in January following the certification and
dedication ceremony in Dec. 2012. n
Jasper’s Denver branch wins top
award at annual sales banquet
Denver—The Denver
branch of Jasper Engines
& Transmissions took
home the President’s
Award for 2012 at the
company’s annual sales
banquet, Jan. 29.
Recognized as Jasper’s
top branch award, the
President’s Award is based
upon improvements in
many categories,
• Percentage and total
dollar sales increase
• Percentage and number
of units sold increase in every product
• Percentage of profit increase and dollars
increase of profit
In addition, the Denver branch received
awards for Most Improved Gas Engine
Sales and Most Improved Sales Volume.
“I want to pass along congratulations to
all the associates of the Denver branch for
winning the President’s Award for 2012,”
said Zach Bawel, Jasper president and
COO. “The Colorado market for Jasper
products continues to grow and prosper. I
look forward to continued growth from our
Denver branch in the future.”
Ken Williamson, Jasper regional vice
president, added, “Congratulations to the
entire staff of our Denver branch for taking
top honors in 2012. You exceeded sales
expectations by providing exceptional
service and products to the finest
customers in the Rocky Mountain area.”
Denver Branch Manager Ross Fawcett
was named Manager of The Year for 2012,
and was a Bronze Performance Level
recipient, achieving a company sales
increase in 2012 over the previous year.
Fawcett also received an award for Most
Improved Sales Volume for 2012,
achieving the greatest sales increase by an
Outside Sales Representative over 2011.
Denver/Salt Lake City Factory
Representative Ben Schriever was a
Bronze Level recipient, achieving a
company sales increase in 2012 over the
previous year. n
The Denver branch is represented by, from l., Ben
Schriever, Dave Bucholz, Ken Williamson, Rodney
Brewster and Ross Fawcett.
Continued from page 38
Gary Martin has
been hired by
APA as its
executive vice
Advertisers’ Index
To report local announcements,
new hires, training events, or any
appropriate news, e-mail
Ford Dodge GMC
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800.822.4332 Ext. 205
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Since 1926
Sales and Service for all Major Car and Truck Applications
Page 40 March 2013 Parts & People
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