Counterman July 2013

● What Metal Music Can Teach Us About Business ● Follow Us On Twitter @CountermanMag

July 2013

Replace With Same Or Better

Plus, we take a look at:� Starters and alternators� Water pumps� Specialty chemicals� Clutch kits� Rotating electric

Replace With Same Or Better

counterman.com/ASAP for reader service


Tech Features By Larry Carley

Spark plugs: Replace with same or better. .....................30Starters and alternators. .........................................................34Water pumps keep it cool. ......................................................36

A chemical for every job. .................................................38

Mechanic Connection By Gary Goms

The nuts and bolts of clutches. ...............................................40Rotating electric has evolved. ................................................42

COUNTERMAN (ISSN 0739-3695) (July 2013 Volume 31, Number 7): Copyright 2013 Babcox Media, Inc. All Rights Reserved:Published monthly by Babcox, 3550 Embassy Parkway, Akron, OH 44333 U.S.A. Phone (330) 670-1234, Fax (330) 670-0874.Periodical postage paid at Akron, OH 44333 and additional mailing offices. POSTMASTER: Send address changes to COUNTER-MAN, 3550 Embassy Parkway, Akron, OH 44333-8318. A limited number of complimentary subscriptions are available to individu-als who meet the qualification requirements. Call (330) 670-1234, Ext. 275, to speak to a subscription services representative or FAXus at (330) 670-5335. Paid Subscriptions are available for non-qualified subscribers at the following rates: U.S.: $69. Samples andback issues - Domestic - $10, International/via air mail - $15. Canada: $89 for one year, $149 for two years. Canadian rates includeGST. Ohio residents add 5.75% sales tax. Other foreign rates/via air mail: $129 for one year. Payable in advance in U.S. funds.Mail payment to COUNTERMAN, P.O. Box 75692, Cleveland, OH 44101-4755. Visa, MasterCard or American Express accepted.

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2 July 2013 | Counterman

JulyVolume 31, No. 7

INSIDE

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departmentsMarketPlace ..................................................................................................6,7Every month, MarketPlace showcases the newest automotive prod-uct and service innovations your customers are asking about!

Aftermarket News ......................................................................................10Aftermarket News presents news, views and analysis of currenttrends and events in aftermarket distribution.

NASCAR Performance.............................................................................46This monthly special section takes you behind the scenes of thisfast-growing sport.

News extra.........................................................................................................44When a car is more than just a car.

News extra.........................................................................................................47Alliance members head to San Fran.

Classifieds .........................................................................................................52

ADVERTISING SALES REPRESENTATIVES

HOME OFFICE:3550 Embassy ParkwayAkron, OH 44333-8318330-670-1234FAX 330-670-0874

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P U B L I S H E RS. Scott Shriber330-670-1234, ext. [email protected]

E D I T O R I A LMark Phillips, Editor330-670-1234, Ext. [email protected]

Amy Antenora, Editor, aftermarketNewsManaging Editor, Counterman330-670-1234, Ext. [email protected]

Larry Carley, Technical [email protected]

C O N T R I B U T I N G E D I T O R SMandy Aguilar, ColumnistGary Goms, Commercial AccountsGerald Wheelus, ColumnistAllen Markowitz, ColumnistAllan Gerber, ColumnistJerry King, Cartoonist

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C O R P O R A T EBill Babcox, PresidentGreg Cira, Vice President, Chief FinancialOfficerJeff Stankard, Vice PresidentBeth Scheetz, Controller

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Founded 1983. Copyright 2013Babcox Media, Inc., All Rights Reserved

COUNTERMAN (ISSN-0739-3695) ispublished monthly by Babcox Media, 3550Embassy Pkwy., Akron, OH 44333. Periodicalpostage paid at Akron, OH and additionalmailing offices.

Member, BPA International

Editor’s Ink By Mark Phillips....................................................................................8What metal music can teach us about business.

From The Publisher By S. Scott Shriber ......................................................48What is this all about?

Counter-tech By Mandy Aguilar ......................................................................50Happy birthday Gmail.

Allen & Allan By Allen Markowitz and Allan Gerber ......................................56One question: Why?

columns


Put a Stop to Boring with PlastiKote Brake Caliper Paint

With PlastiKote Brake Caliper Paint, you can cus-tomize your ride with some really cool colors that canwithstand the heat. PlastiKote Brake Caliper Paint isavailable in five colors: Bright Yellow (CP-250), BrightRed (CP-251), Bright Blue (CP-252), Hi-Gloss Silver(CP-254) and Hi-Gloss Black (CP-253). In addition tocalipers, it can be used on brake drums and alsoworks well on external engine surfaces and bolt-oncomponents. The 500-degree Fahrenheit coating ischemical-, chip- and rust-resistant for longer life.

ContiTech Offers Wide Range of DiagnosticSupport for Power Transmission Products

ContiTech’s Power Transmission Products Groupoffers a full line of products and services to helptechnicians easily detect and repair faults in beltdrives. The diagnostic products and issues mostprominent today include 1) checking for beltwear; 2) a laser tool for alignment measurements;and 3) a belt-tension measuring device. In addi-tion to tools, ContiTech offers complete installa-tion instructions for each product, available onthe company website, www.contitech-usa.com.

Spectra Premium Offers Premium-QualityReplacement Radiators for School Buses

School is out – perfect tim-ing to replace school bus ra-diators. Spectra Premiumoffers 25 premium-quality

radiators covering popular In-ternational and Freightliner bus-

es. Our aluminum radiators utilizea brazed seam with no gasket as an

enhanced solution to the OE re-placement plastic-aluminum ra-diator. Tube wall thicknessesalso are increased by 35 percent

to improve tube to header jointlongevity. #KnowWhatYouBuy. Moreinfo at spectrapremium.com/schoolbus.

MARKETPLACE › visit www.counterman.com/ASAP for reader service


counterman.com 7

Penray IntroducesLiquid Tune-Up

The Penray CompaniesInc. has introduced Penray Plus Liquid Tune-Up, an innovative packageof proprietary chemicalsdesigned to work in har-mony to restore vehicleengines to optimal per-formance and efficiencywhich will help con-sumers to save money atthe pump. Penray PlusLiquid Tune-Up is an inte-grated package containing

specially-blended, made-in-the USA chemicals andis designed as a three-step process to fortify the threekey fluids in today’s vehicles – the fuel, the lubricat-ing oil and the engine coolant. Optimizing the fuel,lubrication and cooling systems will help extract thebest performance and efficiency from your engine,while offering protection for vital systems that willimpact service life and resale value.

How’s Your Car Running? Check Your Smartphone

Actron, a leader in automotive diagnostic and repair tools, re-cently released the Actron U-Scan, providing vehicle diagnosticsdirectly to a vehicle owner’s smartphone. Plugging directly intoa vehicle’s OBD II port, users can instantly communicate withtheir vehicle via a free app on their iOS or Android device. Us-ing Bluetooth wireless connectivity, U-Scan assists vehicle own-ers in diagnosing and resolving automotive issues, saving timeand money.

Compatible with all 1996 and newer cars and light trucks, theU-Scan base model features:

● Emissions info, vital to users in states requiring annualemissions tests

● QuickCheck, summarizing vehicle emissions codes and def-initions; erases codes and turns off check engine light

● AutoID, to automatically identify most model year 2000 andnewer vehicles

● TrueLink, guaranteed to link to all 1996 and newer vehicles● Vehicle Activity Log, providing a history of vehicle tests and

procedures● MyGarage vehicle manager for quick and easy access to

vehicle data

MARKETPLACE › visit www.counterman.com/ASAP for reader service

LUND Thinks Outside the Box with New Line of Truck Storage Systems

Keep an eye out this July for expanded offeringsfrom LUND as they bring on additional steel andaluminum truck and utility boxes, as well as huntingand liquid transfer systems. Now, LUND, the indus-try’s premium automotive aftermarket accessoriesbrand, will be able to offer consumers virtually anystorage and utility boxes or transfer tank products fortrucks, trailers and ATVs. For more information,please visit www.lundinternational.com.

In a previous column, I discussed a bookabout The Beatles and how if you followtheir example, you could achieve busi-ness success. This month, let’s talk about metal music. There’s a band from Seattle called

Queensryche that’s been around for about30 years. They were progressive metalgods. They were innovators.

I say “were” because at one point, theband was headed for near obscurity be-cause they were losing focus and driftingaway from their core fan base (customers).That’s never good for business.

For reasons that will likely be hashed outin court proceedings, suffice it to say thatthe long-time lead singer and the rest ofthe band parted ways. What happenednext could have unfolded many differentways. The “business” could have implod-ed. Without a singer, the band could have

pointed fingers at each other, played theblame game and degenerated into

chaos that would have imperiledtheir future.

Instead, the members of the bandremained positive and kept theirminds open. And then, they met a

guy named Todd La Torre. By his own admission

on Facebook, La Torrehad never before

sang on an entirealbum.

Why woulda band that’sbeen around

threedecadesand couldhave hadtheir pickof just

EDITOR’S INKBy Mark Phillips

What Metal Music CanTeach Us About Business

about any household name vocalist take achance on La Torre? He’d been a drummerin several metal bands around Florida.And, for two years starting in 2010, hewas lead singer of a band first founded in 1979. So there wasn’t a resume with alaundry list of bands for which he waslead singer.

But, three things stand out with La Torre:Positive attitude, talent and potential. LaTorre has all three — in truckloads. Themembers of the band were smart to recog-nize this and acted quickly.

The mere combination of La Torre andthe other band members Scott Rockenfield,Michael Wilton, Eddie Jackson and ParkerLundgren, has unlocked creativity that has-n’t been fully tapped for years. It’s like amini business and creative incubator. Whatthe band has gained isn’t so much a leaderas a collaborator. He’s the Lennon to theirMcCartney.

We could all learn a few things aboutbusiness through Queensryche:

•How you think is everything.•Promotions and appointments should

be made based on potential, not necessarilythe past.

•If whatever you’re doing right nowisn’t working, quit doing it and try some-thing else. That doesn’t mean close theband and try a totally different business.Or maybe it does. Perhaps all that’s neededis a small tweak; or a big tweak. Whateverthe “tweak” is, find it.

•Move quickly. If the members of theband had waited, someone else wouldhave snapped up La Torre.

Mark my words, there’s a book to bewritten about Queensryche and how theyreorganized their operations. What theydid can teach many other businesses howto think when the chips are down. CM

■ ■ ■

For more information: www.counterman.com

The merecombination ofLa Torre and theother bandmembers...hasunlockedcreativity thathasn’t beenfully tapped for years.

counterman.com 9

Schaeffler Group USA Inc. is pleased to announce the re-lease of the 07-202 LuK RepSet®. This clutch kit was de-veloped for the 2005-2010 V6, 4.0L, Ford Mustang inresponse to a national dealer inventory shortage and

high aftermarket demand.

LuK is dedicated to bringing a steady flow of product im-provements and innovations to both the original equipmentand the replacement markets. Every LuK RepSet® is 100%functionally tested and guaranteed to meet OEM performancespecifications. The 07-202 clutch kit contains everything youneed to get the job done right. The all new components in-clude: clutch, disc, flywheel, release bearing, slave cylinder, pi-lot bearing, spline tool and lubricant.

John McKenna, engineering manager for the SchaefflerGroup USA said, “We want LuK to be the brand of choice forclutch repair. Schaeffler is continually adding breadth of cov-erage for all our brands — INA, FAG, and LuK — and strivesto be a system solution provider to our distributors in theNorth American marketplace.”

The 07-202 is available now. Contact your LuK distributorto place your order today.

Visit www.Schaeffler-Aftermarket.us to receive the most up-to-date catalog and product information.

Schaeffler Group USA Inc. is a leading partner to the auto-motive and commercial vehicle replacement parts marketsin North America. The group, which includes theLuK, INA and FAG brands, offers a broad rangeof technologies for engine, transmission andchassis applications.

PRODUCT SPOTLIGHT

Another Solution fromLuK, the world’s leadingOE clutch manufacturer!


JACKSONVILLE, Fla. – Floridawarehouse distributor The PartsHouse (TPH) recently formed ateam of trained specialists whowill operate a new fleet of ACDelco battery trucks across

Florida, according to BillLewis, regional

vice presidentof TPH.

In preparation for the launch ofthe new trucks, TPH personnel re-cently attended an ACDelco-spon-sored training class in St. Joseph,Mo., for instruction on technicaland warranty information and athorough overview of the skillset

required to be a successful bat-tery marketer. TPH’s team ofspecialists also received train-

ing on battery construction, opera-tion and submission, as well asproper servicing techniques for ex-isting customers.

“TPH’s new battery trucks andtrained personnel will continuegrowing this niche market as ourbusiness continues to evolve andexpand,” said Lewis. “We are con-fident in our ability to significantlyincrease our market share with thesupport of the ACDelco brand andthe provision of quality productsby specialized personnel.”

TPH’s new ACDelco-trained bat-tery specialists are: Don Sherman,Central Florida; Joey Zeaiter; NorthFlorida; Yosvani Lopez, SouthFlorida; and Yunior Monson, SouthFlorida.

AFTERMARKET NEWS

What vehicle does this picturerepresent? If you think you knowthe answer, go towww.counterman.com and click“Guess the Car” on the nav bar.Submit your answer and contactinformation. A winner will berandomly selected by theCounterman staff from allcorrect answers. The deadline toenter is July 31. The winner’sname will appear in the nextissue. Stay tuned!

Century (Buick)

Congrats to Hugh Stephenson,Belton, Mo.

Last Month’s Correct Answer:This Month’s Puzzle

Guess the Car / Win $100!

#65

“Let’s get physical!”

#66

The Parts House Trains Battery Specialists,Launches New ACDelco Trucks


DUBLIN, Calif. – Epicor Software Corp. has an-nounced that the Epicor Parts Portal (EPP) has beencertified by ADP Dealer Services Inc., a provider ofdealer management systems (DMS), to link vehicledealerships with the nearly 23,000 aftermarket dis-tributors who utilize Epicor Internet AutoParts (IAP)eCommerce software.

As an ADP-approved interface, the Epicor PartsPortal solution enables distributors to extend partsinformation, pricing and electronic ordering capabili-ty to vehicle dealership parts and service operations.This information can then be integrated back into thedealer’s DMS. The solution also enables users tomore easily look up, order and sell a variety of after-market accessories and other products, Epicor says.

“The Epicor Parts Portal solution empowers ourgrowing network of distributors to offer dealers farmore convenient access to the quality and bottom-line value of aftermarket components and related

supplies,” said Scott Thompson,vice president, automotive eCom-merce for Epicor.

The Epicor IAP solution servesapproximately 23,000 parts distri-bution locations and nearly 168,000registered automotive service loca-tions. By linking to this networkand utilizing industry leading Epi-cor ePartExpert product data, userscan electronically interchange orig-inal equipment and aftermarketpart numbers and provide the oth-er critical product details, includ-ing specifications and images,needed to facilitate each order, ac-cording to Epicor. In addition toparts needed for specific repairs,the Epicor Parts Portal solution en-ables users to more efficientlyprocess virtually any special orderor aftermarket stock order throughtheir current aftermarket provider,the company adds.

For more information regardingEpicor Parts Portal software andother Epicor parts intelligence andeCommerce solutions, contact yourEpicor representative, call Epicortoll-free at (888) 463-4700 or [email protected].


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Epicor Parts Portal Certified ByADP To Link AftermarketDistributors And Dealerships


DUBLIN, Calif. — Epicor Software Corp. has announced the addition ofnearly 20 new features to its Epicor Prism business management softwarefor automotive aftermarket parts wholesalers. The newest release in-cludes enhanced eCatalog functionality and full integration with the ro-bust new cloud-based Epicor AConneX CL eCommerce solution.

Among the new features available in the new version of EpicorPrism is Epicor PartExpert Editor, which enables users to augmenttheir eCatalog data with additional information to eliminate lost sales,reduce returns and sell parts that otherwise would not display. The so-lution now also reads multiple hard-media data formats so users canaccess the full range of available Epicor PartExpert listings, includingpowersports applications.

For more information regarding Epicor Prism software, contact yourEpicor representative, call Epicor toll-free at (888) 463-4700, or email [email protected].


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Epicor Announces Epicor PrismWith Integration To Cloud-BasedeCommerce Solution

TROY, Mich. — Saab AutomobileParts North America recently cele-brated its one-year anniversary byannouncing the addition of limitedwarranty coverage on laborcosts, for a term of 24months/24,000 miles.This added coveragecomplements the ex-isting 24-month/24,000-milecoverage that is stan-dard on all OE Saabgenuine parts and ac-cessories the company sells,according to the company.

“Our industry-leading limitedwarranty coverage on parts and la-bor is an important addition to theproducts and services offered toSaab owners and only availablethrough the Saab Service Net-work,” said Tim Colbeck, presidentand CEO of SPNA.

The company also continues toexpand its service network, addingofficial service centers where need-

Saab Automobile Parts North America (SPNA)Marks First Anniversary With Enhanced Warranty

ed to serve Saab owners; the net-work now totals 181. A recent addi-tion to the network is a West Coastparts distribution partner, which

will improve availability ofSaab parts in the impor-

tant California market.Availability of Saabparts is back to histori-cally high levels, andthe warehouse facili-ties are stocked; ensur-

ing OE Saab Genuineparts and accessories are

available to Saab owners and the service network quicklyand efficiently.

“The company has built an infra-structure for the future. It’s greatthat we have been able to an-nounce this new program andlaunch several others, like Saab Secure, that provide added supportto Saab owners and the Saab serv-ice network. We want to keep Saabcars and owners on the road wellinto the future,” Colbeck said.


NORCROSS, Ga. — Western Deal-ers Co-Auto (WD Co-Auto) was re-cently awarded an exclusivemaster license to distribute MightyAuto Parts products throughoutBritish Columbia, Alberta,Saskatchewan, Manitoba and theYukon. Based in Edmonton, Alber-ta, WD Co-Auto is a buying groupfor 375 dealer members who collec-tively operate about 790 dealer-ships throughout Western Canada.The company was founded in 1981.

The new Mighty partnershipgives WD Co-Auto members ac-cess to additional revenue opportu-nities by expanding their ability toservice automotive brands aboveand beyond their franchise brands.Member dealers can now take ad-vantage of Mighty’s full range ofpreventive maintenance products,

including filtration, wipers, light-ing products, batteries, brakes,belts, shop supplies and chemicals.

“Our company philosophy is‘Together we’re better’ and thatcertainly applies to our new part-nership with Mighty Auto Parts,”said Mike Reid, president of WDCo-Auto. “In addition to helpingmembers meet their goals of ex-panding their service and partsbusiness beyond franchise brands,dealers can also enjoy a significantcompetitive advantage becausethey’re purchasing products fromtheir own company.”

WD Co-Auto’s mission is towork closely with its members tofind ways to lower operating costs,share knowledge and expertise andbuy as a group to achieveeconomies of scale.


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Mighty Licenses First Master Distributor In Canada

Network’s National Service Dealer, Jobber AdvisoryCouncils Meet To Help Refine Group’s ProgramsGERMANTOWN, Tenn. — The Automotive Distribution Network’s NationalJobber and Service Dealer Advisory Councils recently assembled for a jointmeeting to provide unique insight and feedback as the association contin-ues to enhance its programs to meet the ever-changing needs of its affili-ates at the street level, according to Mike Lambert, president of theNetwork.

“By opening the lines of communication between some of our top job-bers and installers in the field, our Network Headquarters staff can moreeffectively find out what’s working—and not working to help ensure thatour programs remain fresh and relevant,” Lambert said. “From the expand-ed warranty program to our unique consumer promotions to training initia-tives to telematics, the councils shared ideas and their perspectives onwhat’s happening in their respective markets to provide an interestingcross-section of opinions that will influence our staff’s decisions as we fur-ther develop our programs to stay one step ahead of the competition.”

Held at the Marriott Town Center in Charlestown, W.Va., the joint councilmeeting featured a discussion about the future of telematics in the auto-motive aftermarket, including a close look at Delphi’s beta test model andthe technology’s value from consumer and fleet points of view. The Net-work’s council members also toured the state-of-the-art NGK spark plugmanufacturing facility and campus in nearby Sissonville, W.Va., in additionto spending time with their top management team.



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SOUTHFIELD, Mich. – Engine re-builders and automotive repairtechnicians who have struggled toachieve a reliable seal when re-in-stalling the oil pans on many 2009-2012 Hyundai and Kia V6 enginesnow have a fast, easy solution: anew one-piece replacement gasketfrom Federal-Mogul’s Fel-Probrand. This problem-solving newgasket design – available in com-plete oil pan and conversion sets –is among more than 100 new partsrecently added to the Fel-Pro line.Fel-Pro gaskets, “The Gaskets Pro-fessionals Trust,” are designed andmanufactured in the brand’s state-of-the-art facility in Skokie, Ill.

Approximately 250,000 3.3L and3.8L DOHC V6 engines fromHyundai and Kia feature an RTVsilicone bead, rather than a con-ventional gasket, along the oil panflange surface. Applying a re-placement bead and properly in-stalling the oil pan for a leak-freeseal can be exceptionally difficultin the aftermarket repair environ-ment. The new one-piece Fel-Prooil pan gasket is manufacturedfrom a die-cut high-density fibersheet that is fully encapsulated ina black latex rubber coating. Thelatex coating prevents engine oil

from wicking through the gasketbody to provide a long-lasting,leak-free seal.

The new Fel-Pro sealing solu-tion is available for the followingapplications:

● 2009-2012 Hyundai and Kia V63.3L and 3.8L DOHC (Azera, En-tourage, Santa Fe, Sonata, Ver-acruz, Sorento) Fel-Pro oil pan set#OS30822; conversion set #CS26414

● 2009-2012 Hyundai V6 3.8LDOHC (Genesis, Borrego) Fel-Prooil pan set #OS30823; conversionset #CS264201

Among the other new gasketsand related components now avail-able through Fel-Pro distributorsare 36 additional stock and per-formance head gaskets and sets, 14new valve cover gasket sets, nineadditional stock and performanceintake manifold gasket sets anddozens of other parts for virtuallyany type of automotive engine.

For more information regardingFel-Pro gaskets and other sealingproducts, contact your Fel-Pro sup-plier or visit www.felpro-only.com.For the brand’s latest applicationslistings, technical materials, videosand other helpful resources, visitthe www.FMe-Cat.com electroniccatalog.

Federal-Mogul’s Fel-Pro ReleasesProblem-Solving One-Piece Gasket

DENSO Launches New Rewards ProgramLONG BEACH, Calif. – In an effort to reward DENSO distributors and pro-fessional technicians for their hard work, DENSO Products and ServicesAmericas Inc. has unveiled a sales incentive program for WD counter peo-ple and sales people, as well as shop owners and their technicians. Thisnew incentive program, called “My DENSO Rewards,” runs through Nov.30, 2013, with participants earning rewards points when they sell or installFirst Time Fit cabin air filters or wiper blades.

“We feel that our First Time Fit cabin air filters and wiper blades are sec-ond-to-none, and we wanted to give our warehouse distributors and in-stallers an extra incentive to see for themselves,” said John Doran, seniormanager, marketing and product management group. The program isopen to participants in the United States and Canada. Enrollment and fulldetails are available at www.MyDENSOrewards.com.



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Car Care Council Aims To Take The‘Unknown’ Out Of Auto Parts StoresWith New Video For Vehicle OwnersBETHESDA, Md. – The non-profitCar Care Council has launched anew video for vehicle owners thataims to take the unknown out ofauto parts stores. Titled “Explorean Auto Parts Store,” this videoopens the door to the neighbor-hood parts store for all vehicleowners. With this new video, theCar Care Council hopes to showmotorists that you do not have tobe an expert to get involved withcar care.

“The car plays a large role in thelives of many Americans, yet fewtruly understand them,” said RichWhite, executive director, Car CareCouncil. “Taking on a DIY projectis a great way to learn, have funand understand your personal ve-hicle better. This prospect can bedaunting for those who may nothave worked on their car before,but our new video takes the un-known out of getting started.”

Created to help all consumersunderstand the DIY options avail-able when visiting a store, thisvideo addresses finding materialsfor simple projects such as check-ing oils at home, changing wiperblades, testing the battery and, ofcourse, fun accessories. The coun-terperson at an auto parts store canassist consumers in finding theright parts and give referrals to arepair shop when a job is too big.

For some drivers, taking on afew simple tasks at home can helpin understanding and building aconnection with their car. A visit tothe auto parts store is an easy andrewarding way to begin the jour-ney to longer vehicle life and bettercar care, the council says.

“Explore an Auto Parts Store”can be viewed by visiting the CarCare Council’s website athttp://www.carcare.org/2013/06/video-explore-an-auto-parts-store/.

Automotive Parts Associates To Award ‘Drives Of A Lifetime’ To Three WD CustomersLENEXA, Kan. – Automotive Parts Associates’ summer Scratch & Winpromotion has begun. Launched on June 18, the promotion will putthree grand prize winners and their guests in the driver’s seat of exoticcars, including Ferraris, Lamborghinis and Porsches, in an Exotic DrivingExperience, in addition to insta-win prizes.

As part of the grand prize package, winners get free round-trip airfareto Orlando for two, a two-night stay at Disney’s Grand Floridian Resort,park passes, meals, spending cash and an amazing day driving exoticsat the track. Winners will have a menu of cars to select from and every-one gets to drive two cars with 16 laps around Disney’s Speedway.

The promotion will run all summer at APA’s participating WD locationsacross the United States and Canada. Customers receive official scratchcards and entry forms when they buy a product from one of the sponsoring manufacturers. This year’s sponsoring manufacturers are:Airtex Fuel Delivery Systems, Akebono, ASC, BBB Industries, Beck/Arnley, Bosch, Denso, Dorman, Exide, Federal-Mogul, Gates, KYB,MAS, Loctite, Permatex, SKF, Smitty’s, UCI-FRAM Group and ZF/Sachs.

For more information, visit www.professionalschoice.com.



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AFTERMARKET NEWS

Mike Fiorito InductedInto Federated VendorHall Of FameSTAUNTON, Va. – Mike Fiorito,vice president of KYB AmericasCorp., has been honored as the 2012Federated Auto Parts Vendor Hall ofFame inductee.

The Federated Vendor Hall ofFame recognizes one individualeach year who demonstrates dedica-tion to excellence, helping make adifference for Federated and itsmembers. “We want to congratulateMike for this well-deserved recogni-tion,” said Larry Pavey, president ofFederated Auto Parts. “I have hadthe privilege of knowing Mike formany years and there is no one whocares more about Federated and ourmembers than Mike. He has person-ally made tremendous contributionsto the success of Federated and ourCo-Man operation. In short, Mikeexemplifies what the Federated Ven-dor Hall of Fame is all about.”

Fiorito began his aftermarket ca-reer in 1981 with Parker Hannifin’sEdelmann Division. He joined BrakeParts Inc. in 1988 and held a varietyof sales and marketing positions be-fore being promoted to vice presi-dent of key accounts. Following thecompany’s sale to Affinia, Fioritoserved as vice president of sales forthe Affinia Under Vehicle Group. In2006, he joined KYB as director ofbusiness development before as-suming his current position of vicepresident.

Larry Pavey, left, president of FederatedAuto Parts, and Mike Fiorito.



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Aftermarket Auto Parts Alliance Announces NewService Dealer Advisory Council MembersSAN ANTONIO, Texas – The Aftermarket Auto Parts Alliance(The Alliance) announces five newmembers to its 10-member Nation-al Service Dealer Advisory Coun-cil. The following new councilmembers will fill five seats beingvacated by current members whoseterms have expired.

The new members are:● Steve Ammazzalorso - Sunny

Sunoco, Margate City, N.J.● Kent Atkins - The Grease Pig,

Fayetteville, Ark.● Lee Lizarraga - ABC Auto

Care, Ventura, Calif.● Steve Morton - Morton’s Auto

& Truck Repair, New Albany, Ind.● Al Sutherland - Al’s Certified

Auto Repair, Augusta, MaineThe charter of this prestigious

council is to integrate and refinethe group’s certified service centerprograms, code of ethics and com-pliance guidelines. In addition, thecouncil helps research new pro-grams and acts as a soundingboard for any program improve-ments or recommendations.

“As representatives of our morethan 3,000 certified service centersacross the U.S. and Canada, this

council carries the burden of con-tinuous improvement to an alreadyhugely successful program,” saidJon Owens, VP of sales and marketdevelopment for the group. “But,they represent the best of the bestfrom among our industry’s inde-pendent shops, so they’re morethan capable of doing so.”

The five newly elected membersbegan serving their two-year termson July 1, and will participate inthe annual face-to-face meetingthis fall.

“The Service Dealer AdvisoryCouncil is a tremendous benefit toour group,” said Alliance Presidentand CEO John Washbish. “Overthe years, they’ve provided criticalinput to our very successful tech-nological and e-commerce efforts,and have helped us craft what wefeel is the best affiliation programin the industry. In addition, partici-pation on this council is a bit of a‘gateway’ to industry-wide com-mittees and advisory groups. Ourfolks consider it an honor to moveon from this council and give backto the industry that has helpedthem build successfulbusinesses.”

PIES Version 6.5 General Release AnnouncedBETHESDA, Md. – The Automotive Aftermarket Industry Association(AAIA) has announced the release of version 6.5 of the Product Informa-tion Exchange Standard (PIES). Included in the latest version of PIES isfull support for the exchange of coded product attributes, increased capa-bility to express market copy and additions to the recognized mediatypes of digital assets. “The ability to provide robust product informa-tion, including images and other digital assets, is a critical differentiatorand can provide significant sales and margin lift to those companies thatmaster these techniques,” said Scott Luckett, chief information officer,AAIA. “As more business is conducted online without the benefit of ad-vice from a parts pro, vivid electronic product information is essential toselling the right product the first time and keeping it sold.”

The documentation of PIES version 6.5 has undergone restructuring toeliminate ambiguity and inconsistency, according to AAIA. PIES is anopen industry standard specification available at no cost at http://aftermarket.org/Technology. For more information, e-mail [email protected].


Akebono Brake Corp. is helping its retail counter and commercialphone sales team enjoy the summer by rewarding them with giftcards. The promotion runs through Aug. 15, and will reward retailand phone sellers with a $25 American Express Prepaid Card forevery 12 sets of Akebono brake kits sold, including the best-in-classPro-ACT, EURO and Performance ultra-premium ceramic brakepads, according to the company. Because the promotion providessellers with a bonus for every dozen kits sold, dealers are encour-aged to boost their summer inventories. Details on the program areavailable at http://akebono.4myspiff.com.


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AFTERMARKET NEWS

Akebono Launches SummerPromotion, ‘Sell Brakes, Get Rewards’

Magnum Gaskets Offers TripleBonus In ‘USA FIRST’ PromotionBANNOCKBURN, Ill. – For a limited time, WDs canearn a triple bonus with Magnum Gaskets’ “USAFIRST” promotion. Every qualifying order is eligiblefor a 10 percent dis-count, a Kindle FireHD and a $50 chari-table donation tohelp America’swounded militaryveterans.

“This is a greatopportunity forWDs to experienceMagnum Gaskets’quality, serviceand value,” saidDerek Data, Mag-num’s vice presi-dent. “And, whatbetter way to cel-ebrate the Fourthof July than bysaving money, earning prizes and helping ourveterans? Everyone benefits!”

Magnum’s “USA First” Promotion runs throughJuly 31, 2013.

For details, visit www.magnumgaskets.com/USAfirst.

LAS VEGAS – Nevada Brake &Auto Inc. in Las Vegas, Nev., hasbeen acquired by Factory MotorParts, based in Eagan, Minn. Thesale was finalized on June 4.

Nevada Brake had been prima-rily known as an undercar spe-cialist, selling brake parts,suspension and chassis parts aswell as wheel bearings, ride con-trol and other related product cat-egories. Starting in 1995, thecompany shifted its focus to be-come a full-line parts supplier fordomestic and import vehicles.

In a 2003 article in Entrepreneur

Magazine, Nevada Brake was acknowledged for its installationof software that allowed the company to trim 10 percent ofthe company’s logistical outlayand optimize the customers’buying experience.

A multigenerational family busi-ness founded in 1945 as ElliottAuto Supply, Factory Motor Partshas grown from a single Min-neapolis location to more than 103locations in 17 states.

The transaction was brokered byMarx Group Advisors. Terms ofthe transaction were not disclosed.

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AFTERMARKET NEWS

Nevada Brake & Auto Inc. Acquired By Factory Motor Parts

MAHLE Clevite Relocates Ann Arbor Office

ANN ARBOR, Mich. – The MAHLE Group recently relocated theMAHLE Clevite Ann Arbor office to Farmington Hills, Mich., where itnow joins the corporate MAHLE family. The move consolidates MAHLENorth American headquarters central functions, placing marketing, sales,test systems, engineering and all corporate activities onto one campus.

“The decision to consolidate operations onto the Farmington Hillscampus creates a synergy among all active functions within the MAHLEfamily,” says Dan Moody, president, MAHLE Clevite. “Having all of ouroperations centrally located solidifies our commitment in North Americaand strengthens our daily interactions as a company, allowing us to bet-ter serve our customers and continue our growth as a leader in product

continued on page 32



By Larry Carley, technical editorTECH FEATURE

Spark Plugs: Replace With Same Or Better

Spark plug sales have been steadily decliningfor years. Spark plug service intervals of100,000 miles or longer are common for mostlate-model vehicles, though a few are still

being equipped with standard spark plugs. Vehiclemanufacturers also are downsizing their engines forbetter fuel economy, using more four- and six-cylin-der engines in place of V8s. All this contributes to ashrinking market for replacement spark plugs.

Therefore, when a vehicle does need spark plugs,it’s important to capitalize on the sales opportunity. Agood rule of thumb is to replace same with same orbetter. If an engine was factory-equipped with plat-inum or iridium long-life spark plugs, they should bereplaced with the same. If an engine was factory-equipped with standard spark plugs, you should rec-ommend upgrading to platinum or iridium plugs.Yes, long-life plugs cost two to three times as much asstandard plugs, but chances are your customer maynever have to change plugs again if he upgrades tolong-life plugs. This can be a real plus on engines

where the plugs are difficult to change; such as thosewith coil-on-plug ignition systems, transverse-mount-ed V6 engines with limited clearance between the en-gine and firewall or accessory-laden V8 engines intight engine compartments.

In most applications, long-life platinum and iridiumspark plugs are capable of lasting upward of 100,000miles. Factory recommended service intervals mayrange from 80,000 to 120,000 miles or more, but as ageneral rule, changing the plugs at 100,000 miles willassure optimum ignition performance. In actuality,many of these plugs will often go upward of 150,000miles or more with no misfires or decrease in fueleconomy or performance. Even so, the best advice is tostick with the factory recommended service intervals.

Many customers prefer to buy the same brand ofspark plugs that was installed as original equipmentin their engine. This is a legitimate inclination becauseOEM spark plugs undergo extensive durability testingfor specific engine applications. Even so, anotherbrand of spark plug may work just as well or even bet-ter, provided it has the correct heat range, electrodeconfiguration and materials for the application.

Always follow the spark plug supplier’s applicationlistings because their engineers know which plugs willwork best in which engines. If you don’t see a listingfor a particular engine application, there is probably areason why.

Second-guessing what set of plugs might fit an un-listed application is never a good idea because the heatrange might be too hot or too cold. A plug that is toohot increases the risk of engine-damage detonation,while a plug that is too cold may foul out and misfire.

When a customer is replacing high-mileage sparkplugs, new plug wires or new coil-on-plug spark plugboots are also recommended in order to preventflashovers and misfires. The use of anti-seize com-pound on spark plug threads is not recommended be-cause it increases the risk of damaging the threads inaluminum cylinder heads from over-torqueing theplugs. Excess compound may also be extruded ontothe tip of the plug, causing it to foul and misfire. CM



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AFTERMARKET NEWS

Crow-Burlingame Co.,Parts Warehouse Inc.Host Conference InBranson, Mo.LITTLE ROCK, Ark. – The OzarkMountains surrounding Branson,Mo., set the stage for the 2013Bumper to Bumper Business & Edu-cation Conference presented byCrow-Burlingame Co. and PartsWarehouse Inc. Company storemanagers and sales personnel, inde-pendent jobber store owners, andBumper to Bumper certified servicecenter owners assembled at theevent for training on products, pro-grams and business managementtopics.

The conference spanned threedays and was held under the themeof “Automotive Super Stars.” Theconference featured John Washbish,Aftermarket Auto Parts Alliancepresident and CEO, as the keynotespeaker. Events included an eveningvendor expo; breakout sessions ontopics such as inventory optimiza-tion tools, utilization of the newestsales and management technologyand new products and an in-depthgeneral session on brand position-ing.

Capping a hugely successfulACDelco sales program dubbed“The $50K Giveaway,” 24 storesqualified for the drawing of a 2013Honda ATV, which was awarded toPeggie Blocker of Westlake, La.From an additional field of 16 quali-fied operators, a fully loaded 2013Chevrolet Silverado pickup waswon by Armand Burch of Ruston,La. Several vendors were recognizedfor their exceptional contributionsduring the 2012 sales year:

● Outstanding Manpower: GatesRubber Co.

● Marketing Support: ACDelco● Private Label Vendor: Valvoline● Best Customer Service: MPA● Vendor of the Year – Gold Cate-

gory: Standard Motor Products● Vendor of the Year – Silver Cate-

gory: Continental Battery Co.

innovations. The move also demonstrates MAHLE’s commitment to thestate of Michigan and the automotive industry.”

The address of the Farmington Hills location is: 23030 MAHLE Dr.,Farmington Hills, MI 48335, USA. The main contact telephone number is(248) 305-8200.

For more information about MAHLE Clevite Inc. and its North Ameri-can aftermarket activities, visit www.mahle-aftermarket.com or contactyour local sales representative.

MAHLE continued from page 27




Starters & Alternators

Acommon cause of alterna-tor failure is bad diodes.The diodes are part of therectifier assembly that

converts the alternator’s Alternat-ing Current (AC) output to DirectCurrent (DC). All of thealternator’s charging output flowsthrough six diodes (three matchedpairs) in the rectifier assemblybefore it goes to the battery andelectrical system. Consequently, thehigher the charging load, the morecurrent flows through the diodesand the hotter they get.

Normal driving and chargingloads won’t burn out the diodes,

but prolonged higher-than-normalcharging loads can significantlyshorten their life. For instance, in-frequent driving and short tripnighttime driving with lights andother accessories on can increasecharging loads.

When diodes fail, the chargingoutput of the alternator drops. Ifonly one or two diodes have failed,the alternator may still produceenough current to meet the vehi-cle’s electrical needs, but it may notbe enough to keep up with higherloads or keep the battery fullycharged. This could cause the bat-tery to run down over time.

Diode failures may also allowAC current to leak into the electri-cal system. AC voltage creates electrical “noise” that can confuseelectronic modules and digitalcommunications. A leaky diodealso can allow current to drain outof the battery through the alterna-tor when the vehicle is not beingdriven.

A faulty voltage regulator canalso cause charging problems. In-ternally regulated alternators have asmall solid state module that con-trols charging output. Some oldervehicles have external voltage regu-lators, whereas many late-model ve-hicles use the PCM to controlcharging output. Like diodes, inter-

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Advertorial

Let Federated and KYB Help YouBecome the ESC Expert

ESC, or Electronic Stability Con-trol, is vehicle technology designedto reduce accidents and save lives.It is a high-tech on-board electronicsystem that helps prevent spin-outs and rollovers. ESC is now re-quired on all new cars, light trucksand SUVs.

Most accidents that involve los-ing control of the vehicle occurwhen the vehicle is driven beyondits traction limits, such as over-steer or under-steer conditions, ordriving too fast for road condi-tions. ESC senses the conditionsthat could cause a rollover andthen takes the appropriate action toprevent it from happening. It in-stantly reduces engine speed andapplies one of the individual wheelbrakes in just the right amount tokeep the vehicle in control.

If a vehicle in your shop is modelyear 2000 or newer, it may haveESC. In fact, the U.S. governmenthas mandated that all 2012 vehiclesmust have ESC safety systems.Some of the vehicles you servicemay have an ESC system and youmay not even know it, since ESC issometimes called by different namesdepending on the manufacturer.

A vehicle’s ESC system has anarray of sensors providing vehicleoperation conditions to one of thevehicle’s on-board computers.When the computer determinesthat the vehicle is losing control, it

instantly begins reducing enginespeed through the engine manage-ment system and then applies theappropriate individual brake injust the right proportions to keepthe vehicle in control.

There are two big reasons toknow whether the vehicle has ESCor not. One is that the effectivenessof ESC is limited by the ability ofthe tires and the vehicle’s suspen-sion. If the tires can’t grip the road,then it’s just like driving on ice andwill cause the ESC system to en-gage when it is not needed. There-fore, it is important to have goodtires and ride control componentsthat aren’t worn.

The second important reason isthat replacement parts (like shocksand struts) must be calibrated toperform within the vehicle’s de-sign. Some aftermarket parts (espe-cially low-cost/low-quality parts)are not as compatible. These partswill affect the performance of ESCand may cause brakes to applywhen vehicle owners don’t wantthem to be applied.

Federated and KYB are workingtogether to give you an ESC pro-gram that will provide you thetraining and high-quality KYB partsthat will make you an ESC expert.

For more information, contact your Federated Auto Parts

distributor.

Federated Auto Parts

508 Greenville Ave.Staunton, VA 24401

540-885-8460www.FederatedAutoParts.com

Do you know what ESC is? If it has not already been part of workload, maintaining and repairing ESC systems is going to becomean important part of your service work. Being knowledgeableand prepared to service ESC systems is not only going to make

you a hero to your customers, it is also going to allow you to take advan-tage of a great business opportunity.



Water Pumps Keep It Cool

When a water pump reaches theend of its road, don’t hesitate toreplace it.

The water pump circulates coolant be-tween the engine and radiator to managethe engine’s waste heat and prevent the en-gine from overheating. Though the pumpturns continuously while the engine is run-ning, coolant flow is actually controlled bythe thermostat. A thermostat that is stuckshut will block coolant flow and cause theengine to overheat. A good thermostat alsocan be damaged by overheating, so if a cus-tomer is replacing a water pump becausethe engine overheated, I recommend re-placing the thermostat as well.

A water pump is fairly simple and con-

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sists of a cast iron, aluminum orstamped steel housing, a shaftmounted “impeller” that movesthe coolant through the pump, ashaft seal (usually ceramic) andball or roller bearings to supportthe shaft. Seal failure will allowcoolant to leak out of the pump,while bearing failure will oftenmake the pump noisy.

Most water pumps are belt-dri-ven off the crankshaft, but on someengines, the pump is driven by thetiming belt. On most engines, thepump pulls coolant in through thelower radiator hose and routes itinto the block and heads. On “re-verse flow” systems, the pump firstroutes the coolant into the head(s)and then to the block. Some pumpshave additional inlet and outletports for heater hose and bypassconnections.

Many OEM water pumps are capable of going 100K to 150Kmiles or more, but may fail soonerfor a variety of reasons. Coolingsystem neglect can shorten the lifeof the shaft seal. Fan imbalance onapplications where a mechanicalcooling fan is mounted to the frontof the water pump also can shortenthe life of the water pump shaftbearings and seal.

Because of the many differencesin OEM water pump designs,make sure the replacement pumphas the same mounting configura-tion, bolt locations and hose con-nections as the original. Likewise,it is important to compare pumpheights, as these may also vary de-pending on the dimensions of thetiming cover or other belt-drivenengine accessories.

When a water pump is replaced,the cooling system should bedrained, flushed and refilled with afresh mixture of antifreeze and wa-ter to restore proper cooling per-formance and corrosion protection.Merely draining the radiator can

leave up to half of the old coolantin the block.

Belts and hoses should all becarefully inspected and replaced ifany are found to be worn, cracked,damaged or in poor condition.

Hoses that are brittle, aged,cracked, bulging or chaffed mustbe replaced. New hose clamps arealso recommended. High-mileagebelts should also be replaced, re-gardless of their appearance. CM

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A Chemical For Every Job

The aisles in most auto parts stores are filledwith all kinds of specialty chemicals. Whetherit be fuel and crankcase additives, cleaners,penetrants, lubricants, waxes or polishes,

there are products for almost every kind of conceiv-able automotive application. One thing these prod-ucts share in common is that they all are designed fora specific need or purpose.

There are general purpose cleaners that can be usedfor a variety of cleaning applications, but there arealso specialty cleaners available for more specific pur-poses. Some of these include top cleaner to removecarbon deposits from combustion chambers, fuel in-jector cleaner to keep injectors clean, throttle bodycleaner to remove varnish from throttles and intakesystems, brake cleaner to remove dirt and grime frombrake components, engine degreaser to remove heavyaccumulations of dirt and grease on external enginesurfaces, driveway cleaner to remove stains from ce-ment surfaces, carpet cleaner and upholstery cleanerto clean up the interior and special solvents to removebug splatter and tree sap from vehicle finishes.

This demonstrates that customers often need a veryspecific product for a particular purpose. Helpingthem buy the right product may require some inquiry

as to what exactly they want to accomplish. Based onhow they respond, your product knowledge shouldallow you to direct them to the specialty chemicalproduct that would best suit their needs.

In some situations, however, a single product maymeet a variety of needs. A lubricating/penetratingaerosol spray, for example, can help loosen rusted orfrozen fasteners, lubricate door hinges, locks and othersliding mechanisms, quiet squeaky parts and help re-pel moisture.

One specialty product that is often misused is brakecleaner. This product is primarily designed for brakes,but also can be used to remove grease, dirt and grimefrom other components. However, the ingredients insome brake cleaners may be harmful to certain plasticsor painted surfaces. So always read the warnings anddirections on the product label to ascertain what theproduct is recommended for, how it should andshould not be used, and any usage precautions thatneed to be followed.

In recent years, the VOC (Volatile Organic Com-pound) content of most aerosols and many other prod-ucts has been reduced in order to comply with cleanair regulations. This change has also made many prod-ucts safer to use by eliminating certain chemicals thatmay be toxic or dangerous to breathe.

You should also keep specialty chemical products inmind when selling other parts. If a customer is buyingbrake parts, he could probably use a can of aerosolbrake cleaner. If a customer is buying spark plugs, fil-ters or other maintenance parts, you might recom-mend a can of fuel system cleaner, throttle cleanerand/or engine top cleaner.

More specifically, a customer who is buying motoroil for an older, high-mileage engine may benefit froma specially formulated “high-mileage” motor oil or acrankcase additive that contains chemicals to help re-duce oil leakage or burning. For an older, performanceengine with a flat tappet cam, you might recommenda ZDDP anti-wear additive to help protect the camand lifters against premature wear. If the customer isreplacing internal engine parts, he may need assemblylube, gasket sealer or RTV.

As a final point, do your best to identify and utilizerelated specialty chemical sales opportunities. If yousuggest products that can help, solve problems or ad-dress your customers’ needs, you’ll often get the saleand a satisfied customer. CM



By Gary Goms, commercial accounts editorMECHANIC CONNECTION

The Nuts And Bolts Of Clutches

Fortunately for the automo-tive service industry, clutchmanufacturers began provid-ing clutch repair parts pack-

aged as a kit, generally consistingof a clutch pressure plate, frictiondisc, pilot bearing, release bearingand alignment tool. In most cases,the clutch parts are new and arematched to the very closetolerances demanded by compactengine compartments andtransmission and trans-axle config-urations. Let’s look at the nuts andbolts of clutch replacements:

Clutch Operation

The clutch flywheel and pressureplate are attached to the enginecrankshaft. The clutch disc is at-

tached to the splined transmissioninput shaft. When the clutch pedal isdepressed, a hydraulic master cylin-der and slave cylinder is activated todepress the clutch release bearing,which in turn depresses the pressureplate release levers or diaphragmspring. In mechanical linkage appli-cations, a cable or a bell crank andlinkage activates a clutch releaselever to perform the same function.When the clutch pedal is completelydepressed, the clutch disc shouldspin freely from the flywheel and

pressure plate. When the clutch ped-al is released, engine torque is ap-plied to the clutch disc.

Flywheel Grinding

Because the performance of a newclutch kit is directly related to theflywheel surface being smooth, flatand concentric to the crankshaft,cleanliness is essential when resur-facing a flywheel. Even a smallgrain of dirt on the flywheelgrinder’s mounting plate can causea run-out or wobble problem thatlets the flywheel “drag” against theclutch disc. The minimum flywheelthickness for a specific applicationis important because a flywheel canbe ground to the point that thedisc’s torsional cushion springs candrag against the flywheel mountingbolts and furthermore, excessivegrinding increases the distance thata hydraulic clutch release bearingmust travel. All of the above condi-tions will cause a clutch releasecomplaint.

Pressure Plates

Clutch pressure plates are eitherlever or diaphragm spring typesthat are adjusted at the factory toprevent wobble or run-out at thepressure plate friction surface. Aswith the flywheel, run-out toler-ances on new pressure plates mustpractically zero to prevent clutchrelease complaints.

Clutch Discs

A clutch disc is a delicate assemblythat is easily damaged by oil con-tamination, dropping it on the flooror by allowing the unsupportedweight of the transmission to hangby the input shaft as the transmis-sion is installed. A conventionalclutch disc incorporates torsionalcushion springs around its splined

hub to absorb firing impulses fromthe engine and to cushion accelera-tion/deceleration torque. Weak-ened or broken torsion springstend to aggravate clutch chattercomplaints.

When looking at the edge of thedisc, it’s apparent that the metalpart of the disc has a waved surfacethat acts as a cushion between thefront and rear friction linings. Thisquality is called the “marcel” of aclutch disc. The clutch linings orfacings are riveted to the wavedmetal portion of the disc to allowthe disc to gradually compress asit’s engaged. The marcel feature al-lows the clutch disc to smoothly en-gage the flywheel and pressureplate facings. Without correct mar-cel, the clutch engagement willtend to be very abrupt.

Installation Tips

Since installing the disc backwardwill cause the clutch not to release,the clutch disc should be clearly la-beled or stamped, “flywheel side.”The disc should slide freely on thetransmission input shaft. Oil con-tamination on clutch linings canusually be prevented by routinelyreplacing the engine rear main sealand transmission input shaft sealand by wiping off all friction sur-faces with brake cleaner prior to in-stallation. To prevent an unpleasantcomeback, it’s important to recom-mend a hydraulic master and slavecylinder replacement with the newclutch. To avoid warping the pres-sure plate cover, the pressure plateassembly must be incrementallytightened to the flywheel. Cleaningthe transmission input shaft splinesand lubricating with a dry-type sili-cone lubricant will ease installationand help prevent clutch releasecomplaints. CM

Modern clutch kits contain parts thatmatch.



By Gary Goms, commercial accounts editorMECHANIC CONNECTION

Rotating Electric Has Evolved

For the sake of convenience,most parts professionals categorize starters and alter-nators as “rotating electric.”

Automotive technicians, on theother hand, generally categorizethe starter and alternator as part ofthe starting/charging system. Sincethe designs of starting and generat-ing systems have evolved duringthe past decade to includecomputer controls, the so-called“basics” of each operating systemmust be constantly revised to pro-mote a better understanding of theproduct and to avoid an unwantedwarranty situation.

Battery Basics

When dealing with rotating electri-cal warranty issues, remember thatthe reliability of any wet-cell auto-motive battery rapidly declines af-

ter about four or five years of serv-ice. If the vehicle is driven infre-quently, the battery’s storage platestend to sulfate, which drasticallyreduces the battery’s rated coldcranking amperage (CCA). Similar-ly, the normal discharge andrecharging cycles of daily drivingtend to wear the storage plates out,which again reduces the battery’sCCA. Since many rotating electri-cal problems begin with worn-outbatteries and corroded battery ter-minals, an electronic battery testand visual battery inspectionshould be done before attemptingto diagnose rotating electricalparts.

Starter Motor Basics

For nearly a half-century, thestarter motor was activated byturning the key in a spring-loaded

ignition switch that cranked the en-gine by activating the starter sole-noid. When activated, the startersolenoid mechanically engages thestarter drive gear with the engineflywheel and completes the circuitfrom the battery to the starter mo-tor. As soon as the engine starts,the driver releases the spring-loaded ignition switch from the“cranking” to the “engine run” po-sition. More recent designs have re-duced the electrical load on theignition switch by inserting astarter relay between the ignitionswitch and starter solenoid. And,most recently, the ignition switchor starter button simply issues acommand to the Powertrain Con-trol Module (PCM) to engage andrelease the starter motor as re-quired.

Starter motors have evolvedfrom heavy full-field designs tolighter permanent magnet, reduc-tion gear designs. While the full-field starters often failed due toexcessive brush and armaturewear, most permanent magnetstarters fail because the electricalcontacts in the solenoid have wornout, which generally results in ano-engagement starter complaintaccompanied by a clicking noisefrom the starter solenoid.

Alternator Basics

Since the charging rates of mod-ern alternators are controlled bythe Powertrain Control Module,it’s important to check for diag-nostic trouble codes before re-placing an alternator. In addition,your store’s electronic batterytesting equipment might featurean alternator output check thatwill test the alternator’s response

Worn-out and badly neglected batteries are the most common cause of rotating electrical complaints.



By Amy Antenora

For a significant portion ofthe U.S. population, exceptthose in metropolitan areasthat have easy access to

public transportation, the automo-bile is the average consumer’s sec-ond most valuable investment,aside from their home. Yet, forsome, it’s not just an investment; itcan be a lifeline as well.

This was the realization that re-tired Dana Corp. VP JohnTartaglione had one day whiletalking to his wife, who chairs theWest Suburban Jobs Council, anadvocacy group for low-incomejob seekers and the working poorin their county. As Tartaglione andhis wife were chatting, he realizedthat for many Americans, a reliablecar is indeed truly a lifeline; ameans for getting to that criticalinterview or job every day, tobring home a paycheck and keepfood on the table.

Transportation has consistentlybeen cited as the most significantbarrier to employment for low-in-come residents in suburban areas

due to limited public transporta-tion options. This is true especial-ly during non-traditional workhours, which are common for this population that often worksin entry-level jobs in the healthcare, hospitality or restaurant industries.

It was this need that Tartaglioneknew the aftermarket industry wasperfectly suited to help address. Andthus, “Care for Cars” was launchedin May 2012 in a Chicago suburb.The group’s mission is to help ad-dress this transportation barrier thatmany low-income residents in Du-Page County, Ill., struggle with, andto ensure that these job seekers andemployees have reliable transporta-tion to get to work on time.

While Tartaglione humbly saysthat most of the credit goes to hispartners in the project, it was his35 years in the industry that pro-vided him with the logistical un-derstanding, and the contacts, tocreate the basic framework for theconcept. As he set out to create thisnon-profit organization, he calledupon NAPA, with whom he haddeveloped a strong, 20-year rela-

tionship before he retired. A fewphone calls and his NAPA contactsin the Chicago market were onboard.

Through Care for Cars, a processwas created to provide reduced-cost auto repair for low-income jobseekers and the working poor.NAPA and Genuine Parts Co.,NAPA Auto Parts Stores andNAPA AutoCare facilities agreedto provide reduced costs for bothparts and labor. Lang’s Auto Serv-ice in Downers Grove, Ill., andClark’s Car Care in Naperville, Ill.,both NAPA AutoCare facilities,agreed to forgo any profit for theserepairs, providing quotes at coststhat will be economical for clientsin the program. Clients are re-quired to pay 20 percent or $200,whichever is less, of the retail val-ue of all repairs. Additional costshave been covered by grassrootscommunity service organizationsin the county. Additional fundingfor the program was providedthrough Horizon CommunityChurch, the West Suburban JobsCouncil and the DuPage Commu-nity Foundation.

While it’s easy to see how abenevolence program such as thiscould take off in any number ofcommunities across the U.S.,Tartaglione said the group is inten-tionally starting off slow, workingonly in one county in Illinois,where he lives.

“We wanted to keep it as local aspossible so it wasn’t overly time-consuming for any of our part-ners,” he said. “In every town –we’re moving into our third city inDuPage County – we have one in-staller and a NAPA Auto CareCenter that employs ASE-certifiedmechanics. We have each of thesepartners in three parts of the coun-

NEWS EXTRA

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PRODUCT SPOTLIGHT

When A Car Is More Than Just A Car


counterman.com 45

nal voltage regulators also can fail from too much heat.The best way to identify alternator problems is by

conducting a bench test. A bench test will check thediodes and internal regulator and then tell you if thealternator is capable of producing its rated currentand voltage. If the alternator fails any test category,your customer needs a new alternator.

If an alternator tests satisfactorily, but is not workingon the vehicle, the problem must lie elsewhere. It couldpossibly be a fault in the wiring harness or connector ora damaged PCM control circuit.

Misdiagnosis is the No. 1 cause of unnecessary al-ternator returns. So if your store has a bench tester,make sure to use it. Do not only test your customer’sold alternator to verify it is bad, but also test a new orreman alternator before it goes out the door to verifyit is good.

It’s the same story with starters. Misdiagnosis canlead to unnecessary replacement of a perfectly goodstarter. A bench test will tell you whether or not astarter is cranking fast enough for reliable startingand not drawing too much current. CM

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Autolite® XP Iridium spark plugs provide a balanced blend of Iridium, Platinum andTungsten for protection against ALL electrode wearing factors including temperature,corrosion and oxidation. Autolite XP Iridium spark plugs generate 21% bigger flame,providing more ignitibility in the combustion chamber for better overall performance.

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PRODUCT SPOTLIGHT

*Compared to .8mm finewire, multi-electrode design and standard plugs

**Compared to average of other premium brands

Starters continued from page 34to load and simultaneously test the alternator’s rec-tifying diodes. Although the charging rate of mod-ern alternators routinely exceeds 100 amperes ofcurrent, remember that alternator life is consider-ably shortened when operating at or near full ca-pacity. Since the vehicle itself can require as muchas 40 amperes of current to operate on-board elec-tronics and exterior lighting, the added load of aworn-out battery can easily cause a new or remanu-factured replacement alternator to overheat and ul-timately fail. Other than battery-induced failures,most alternators fail either because one of its carbonbrushes are stuck or because one or more of its rec-tifying diodes have developed a shorted or opencircuit. Last, but not least, remember that worn orglazed V-type or serpentine drive belts are the mostcommon causes of low alternator output. ModernEPDM rubber serpentine drive belts must be meas-ured with a simple tool supplied by your belt sup-plier. If the belt is worn, the electrical output of thealternator will be reduced as its drive pulley beginsslipping inside a worn EPDM drive belt. CM

MECHANIC CONNECTION

Rotating Electric continued from page 42

Track Talk

Someone once said, “It’s notwhere you start, but where you finish.”

Considering the path tohis current career in motor-sports, that person could havebeen talking about 2003NASCAR Technical Institute(NASCAR Tech) graduateJonathan Sickler.

For the past two years,Sickler has been an integralpart of Rev Racing, where heserves as a finish fabricatorand drives the team rig thathauls the racecars. All thosemiles on the road and hoursin the garage could take a tollon a person, but not Sickler.

“If you’re passionate about

what you do and enjoy it, it doesn’t seem like work,” says Sickler.

Even if it doesn’t seem likework, the time and effortSickler and his team put in hasbeen well worth it. LastNovember, the No. 6 RevRacing Toyota team driven byKyle Larson captured the K&NPro Series East crown, markingthe first NASCAR touringchampionship for Rev Racingand NASCAR’s Drive forDiversity initiative.

More than a decade ago,when Sickler was installing carstereos in Pinellas Park, Fla.,NASCAR championship tro-phies were not exactly top of

mind. However, as he workedmore with cars, he developeda passion for them, evenbeyond the stereo component.Taking on the same tasks, dayafter day, he was ready for achange, and knew thatexpanding his knowledge ofcars was the first step.

At 25, Sickler packed up hisbelongings, drove across thecountry and enrolled at theUniversal Technical Institute(UTI) Avondale, Ariz., campusand completed the 51-weekCore Automotive Program.

With a solid mechanicalfoundation, Sickler was readyfor more. “Race City, USA” andNASCAR Technical Institute(NASCAR Tech) was his nextpit stop.

“The curriculum was reallystrong, and I was at the age

where I was mature enough tounderstand what I wanted todo and how I was going to get there,” explains Sickler.“NASCAR Tech provided aplatform for me to accomplishmy goals.”

At 27, Sickler was notdeterred from reaching the pin-nacle of the racing world. Heproves that no matter your age,a career in the automotiveindustry is possible.

“Shops and race teams are looking for qualified, skilled and passionate individ-uals,” says John Dodson, community/NASCAR teamrelations director at NASCARTech. “Those are the types ofgraduates we turn out, and theyget the job done.”

Sickler is talented and moti-vated, but notes that withoutthe education he received at UTI and NASCAR Tech, he would not be where he is today.

“You have to have an educa-tion in automotive technologyto get into racing,” says Sickler.“It’s really competitive andhands-on experience is the dif-ferentiator race teams are look-ing for.”

Sickler realizes how fortu-nate he is to be in this positionand wants others to know thatall things are possible.

“Whatever you put into life,you will to get out of it,” hesays. “If you work hard andbelieve in what you’re trying toaccomplish, you can do it.”

For more informationabout NASCAR Tech’s 10 yearsof starting careers, visitwww.uti.edu/partners/nascar.

Jonathan Sickler helped Rev Racing capture the 2012 K&N Pro Series East crown. A UTI and NASCAR Tech

graduate, Sickler says education and hands-on automotive experience is the differentiator shops and race teams

look for when hiring.

Education, Hard Work Pays Off forRev Racing’s Sickler

By: Kimberly Hyde, NASCAR

Follow NASCAR Performance on Twitter and Facebookwww.twitter.com/NASCARauto ■ www.facebook.com/NASCARPerformance

counterman.com 47

By S. Scott Shriber

SAN FRANCISCO – AftermarketAuto Parts Alliance (the Alliance)recently held its summer membermeeting in San Francisco at theWestin St. Francis. Members at-tended various committee meet-ings and received reports on keyinitiatives for 2013 as well as pre-views into the upcoming plans for2014. Alliance President and CEOJohn Washbish updated memberson new initiatives.

Washbish opened the suppliermeeting with the announcementthat Temot and the Alliance are be-coming full channel partners. Thismove will put the Alliance and itsmembers in a more competitiveposition and make them part of acompletely global organization.

Wayne Butts, vice president,product management & vendorchannel partner relations for theAlliance, gave a complete reviewof the product and vendor rela-tions activities and also introducedsome of the newest supplier initia-tives the group has launched andexplained their importance to themembership.

Dale Hopkins, the Alliance’schief information officer, followedwith a recap of the My Place forParts application and its overarch-ing capabilities. Suppliers weregiven a technology report card thatallowed them to evaluate their per-formance on some of the key MyPlace for Parts components.

Alliance Marketing Director DanWilliford reviewed the results ofthe “Big Game” contest for 2013

and took the opportunity to outlinethe upcoming 2013 “Drive to Day-tona” Sweepstakes. This promotionwill include trips and passes to the2014 Daytona 500 as well as thegiveaway of three new Ford Mus-tangs. The program will culminatewith the awarding of a 2014Corvette trackside at the race.

Wrapping up the meeting, Wash-bish provided details for the next

vendor expo in Las Vegas duringthe AAPEX and SEMA shows. TheAlliance says it is working closelywith the associations to provide ex-cellent content and a once-in-a-life-time experience for technicians andcounterpeople.

The week’s events concludedwith a “Taste of San Francisco”dessert event held in UnionSquare. CM

NEWS EXTRA

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Alliance Members Head To San FranciscoFor Summer Member Meeting


It must be a misprint, I thought tomyself. “Millennials Really Don’t HateCars” was the headline. Excuse me,“Hate Cars”? That is not a thought that

has ever occurred to me. How could any-one hate cars? Cars are our sense of free-dom, our individuality, our persona. Nowthere could be a generation that hatesthem, huh?

The article went on to say that while themillennials, who number about 82 millionin the U.S., actually do like cars, they justcan’t financially see fit to own one in to-day’s economy. If they do, it will most like-ly be pre-owned. That is actually a goodthing for us in this industry, because thosevehicles are in the sweet spot for repairs,and who better to facilitate those repairsthan all of us in the aftermarket?

The University of Michigan reports thatthe number of 16-year-olds with a driver’slicense has dropped from 46 percent in1983 to 31 percent in 2008. That is a trendthat has been continuing, and for severaldifferent reasons. Some feel it is expense-driven and others feel it is interest-driven.Whichever it is, fewer young drivers are onthe road as a percentage of the possibledrivers for that age group.

Personally, I don’t get it. But whywould I? I am a boomer. I love cars. Theyare a part of my life and where I havespent my entire career. They reflect mypersonality, and for that fact, they define

FROM THE PUBLISHERBy S. Scott Shriber

What Is This All About?my mortal essence. I would never make itas a Generation Yer. I think my iPhone ispretty cool and it does alot of neat stuff,but cooler than my car? You have got to bekidding me.

I am, however, enough of a businessper-son to know this trend and its 82 millionbelievers cannot be ignored. So how canwe marry the two concepts of millennialand automobile together? Well, the au-tomakers are already working on it. Millennials see no purpose for single-useitems. Watches need not exist because thephone does that for them. Speaking ofphones, they don’t like those either. Theywant smart devices that do all sorts ofthings. So, the automakers are designingvehicles that work with these devices andcarry inter-functional capabilities. The millennials also tend toward the smaller,fun vehicles. Remember, vehicles can’t justbe for getting from point A to B. It needs tobe transportation, entertainment, socialnetworking and fun!

So, don’t fret. With all this complexity working its way into today’s vehicles, thereis a bright future for those who need to repair them. History has taught this writerthat the more complex a vehicle gets, themore it needs to be worked on and it takeslots of parts. Good news.

In the meantime, I need to get that FMconverter installed in my 9mpg non-emis-sion controlled vehicle. CM

■ ■ ■

For more information: www.counterman.com

Cars are oursense offreedom, ourindividuality, our persona.Now there couldbe a generationthat hates them,huh?

counterman.com 49

PRODUCT SPOTLIGHT

customers have the tools and know-how to service OETPMS sensors, they’re ready for REDI-Sensor.

● Overall coverage includes: Acura, Buick, Cadillac,Chevrolet, Chrysler, Dodge, Ford, GMC, Honda, Hum-mer, Hyundai, Infiniti, Isuzu, Jeep, Kia, Lexus, Lincoln,Mazda, Mercury, Mitsubishi, Nissan, Pontiac, Saab,Saturn, Scion, Suzuki, Toyota and Volkswagen.

● VDO REDI-Sensor Sensors are OE-validated forfit, function and reliability.

They are designed specifically for the aftermarket byContinental, a leader in OE TPMS systems, and madein ISO-certified facilities to the same quality standardsas parts supplied to automakers.

● Get the latest TPMS application coverage and seethe new series of training videos at www.redi-sensor.com.

For additional information, please contact: [email protected]

Today, over 85 million vehicles are riding onNorth American roads with TPMS-equippedwheels. As that number continues to growdaily, so does the need for TPMS sensor serv-

ice. That’s why it is important for you to offer TPMSservice products that can meet the growing demandand help your customers avoid missing out on anyservice opportunities.

VDO REDI-Sensor Multi-Application Sensors deliver a game-changing advancement in TPMSservice. With only three VDO REDI-Sensor partnumbers, your customers will be able to cover morethan 85 percent of all vehicles that pull in to theirshops. VDO REDI-Sensor directly replaces over 140OE sensors and is designed to follow standard OEvehicle relearn procedures.

These innovative sensors are compatible with all major TPMS scan tools, including those from ATEQ,Bartec, OTC/SPX, K-Tool (T.I.P.S.) and Snap-on. Theycome pre-programmed and ready-to-use right out ofthe box. No sensor programming, cloning, added training or new tool investments are required. If your

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Is the end of email near? Tech mediapundits have been heralding email’sdemise with increased frequency lately.But I can’t say I agree. While email’s

doom might be on the horizon, I have notyet met anyone — not one person, let alonea whole company — who has beenable to successfully detach himselffrom email. On the contrary, we nowcheck our email during every wakinghour, on our computers and phones.Perhaps the world’s most-used emailsystem is Google’s Gmail, with morethan 425 million active users clickingthrough their daily barrage ofmessages in more than 57 languages,including Cherokee, Swahili andTamil! Despite privacy concerns,Google seems to be bettingthat we will gladlyallow them to con-tinue tracking ourbehaviors andlikes online inexchange forall their freeproductivitytools, particu-larly Gmail.

Earlier thisyear, Gmail cele-brated their “pot-tery anniversary”(that’s nine years for

COUNTER-TECHBy Mandy Aguilar

Happy Birthday Gmail

all of us husbands who do not keep trackof traditional anniversary gifts beyond sil-ver, gold and diamond). That’s it? Just nineyears ago there was no Gmail? It’s hard tobelieve, as they are so present in our dailytech routines today. In our company, we

traded our email servers years ago forGmail under Google’s Apps for businessservice. A very savvy move, which savedus a ton of money and made our IT guysgiddy with the freedom that came fromletting Google be the administrator of allour email tech-headaches, thus liberatingall of us to sell more parts.

Gmail captured our hearts and mindswith its ease of use; but, the killer fea-ture was its ability to search through oldemails using Google’s search technology;

it’s so quick and accurate that wehave turned Gmail into a

data warehouse whereany message or file at-

tachment can be re-called in seconds— often whileyou’re talking onthe phone withthe person whoyou sent theemail to original-ly, but who neverread it!

While we findGmail’s search fea-

ture essential to

Mandy Aguilar is aregional vice president forJacksonville, Fla.-based

The Parts House.

Gmail capturedour hearts andminds with itsease ofuse...it’s soquick andaccurate thatwe have turnedGmail into a datawarehouse...

■ ■ ■

Visit Mandy’s blog: www.mandyaguilar.com


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run our business, I can see howthis aspect of the service can be-come one of the shortcomings ofemail. I’m certain no email systemwas ever designed to become adata warehouse; but, leave it to ususers to reconfigure systems basedon our needs! Usability trumpspurpose, yet again. We use Gmailas a data storage repository forfast recall; many of our colleaguessave their files right on Gmail, asthey find it far easier to find thefiles later than on their PC’s filingdirectories. Not to mention, thereis really no practical way to save afile on our smartphones other thanstoring it on email. Google clearlynudged us into this behavior withGmail’s gargantuan free storage inthe cloud, now pegged at 10GB.For most users, that’s years andyears of accumulated emails withno need to delete them.

For many of our collaborators,Gmail is indeed a data repositoryand a very good one. I’m certainmany IT experts will raise flagswith security concerns and cer-tainly some public companiescan’t even use Gmail due to trad-ing and commodities rules; but,from our experience of usingGmail since day one, we have seenit provide us with optimal usabili-ty to save data that can then be re-called from any computer orphone around the planet. We havebeen able to do this, with nodowntime and, knock on wood,with not one security concern sofar in nine years. I often find my-self emailing files to myself, just toknow that they will be waiting forme on Gmail when I need them inthe future.

Clearly there are many aspects ofusing email, or more to the point,

of abusing email, that are detri-mental to the communication effi-ciency of any company ororganization. Oftentimes, we sim-ply use it to assign tasks to one andanother instead of doing the actualwork ourselves. Moreover, each ofus must have our own workflow tomanage the unending hourlystream of emails (Have you heardof Inbox Zero?). Truth is, I can easi-ly live with all of this. Our compa-ny is widely spread over manystates, with customers and suppli-ers all over the planet. Email keepsus in contact with one another, andbetter yet, it keeps the data weneed to collaborate with each otherat our fingertips for instant recall.For that I say: Happy pottery an-niversary Gmail, hope to use youwhen silver and gold rolls around(hint hint, might need more than10GB free storage by then). CM

counterman.com 53

COUNTER-TECH

Get FREE product and service info from the companies featured in this issue of Counterman. It’s fast and easy!

www.Counterman.com/ASAPand click the company you want info from!

Advertiser Page Advertiser PageAAPEX 11, 43Advance Auto Parts Professional 31Affinia Undercar Group 33Airtex Corp. 20, 21Aisin World Corp. 37Amsoil Inc. Cover 2Autolite 28,29,45Bar’s Leaks 12BlueDevil Products 34Carter 24,25Continental Corp. 49DEA Products/Pioneer Inc. 19Denso Products & Services America Inc. 3, Cover 3ExxonMobil Cover 4Federal Process Corp. 27

Federated Auto Parts 13, 35Gabriel 32Lisle Corp. 22LuK 9, 41Melling Engine Parts 36Moog Steering & Suspension 16, 17NUCAP Industries 44, 23Packard Industries 26Penray 39Peterson Manufacturing Co 15SAAB Parts North America 1, 51Solv-Tec Inc. 18Specialty Products Co. 47Timken 14TYC/Genera Corp. 5


ty, as well as three human serviceorganizations that assess the needof each applicant to be sure thatthe individual needs to get his orher car fixed to either maintainemployment or find a job. Then,we look to see if it’s feasible to repair the car. When I say ‘we,’ it’seither somebody from the NAPAstore or the owner of the repair facility.”

When asked how he found theright shops and technicians for thejob, he said he relied on recom-mendations from the NAPA storepartners in the area.

“Other programs have probablytried to do this from the bottomup. We’re doing it from the topdown,” Tartaglione said. “Lettingeveryone know that everybodyhas a piece of the action, so tospeak.”

It was Brian “Waldo” Downing,sales manager for the DownersGrove NAPA Auto Parts Store,who recommended Ray Mazeika,of Lang’s Auto Service in DownersGrove, as the right partner to helpwith repairs.

“When John asked me for ashop recommendation, I immedi-ately picked Ray. Right away, I

knew he was the man for the job.Why? His professionalism andhonesty and just the way he han-dles the shop. The job is doneright the first time and he doesn’tdo what’s unnecessary, anddoesn’t oversell people on stuff.We knew he would be honest,”said Downing.

“It makes me feel great that wecan help someone who is truly inneed,” he added. “We hear storiesof people out there taking advan-tage of the system who couldwork, but there are people whoare trying to work, they are doingeverything right, but they are justhaving a hard time. Sometimes,people just can’t get ahead in life.Getting help to fix your car is notgetting any cheaper. It’s not likethe old days.”

The clients themselves are se-lected based on motivation, per-sonal responsibility and financialneed and are located through anapplication process with three Du-Page County community-basedagency partners: Naperville Cares,Naperville; Walk In Ministry ofHope, Downers Grove; and Peo-ple’s Resource Center, Wheaton.Once the Care for Cars board ofdirectors receives an application,

they review the request basedsolely on the viability of the repairto be sure it is a worthwhile in-vestment based on the age,mileage and type of repair need-ed. Almost half of all requests arerejected, and those applicants arereferred to another non-profit pro-gram called “Ways to Work,”which provides low-interest carloans to purchase pre-screenedused cars.

In just a little more than a year,the group has assisted approxi-mately 50 individuals. Mazeika estimates that he has personallybeen involved in roughly 15 ofthose repairs, so far.

“We like helping people who really need help,” Mazeika says.“It’s a great thing to get peopleback on the road, and you can see how happy they are. It’s agood thing. And we do gain aswell. We’ve had some peoplecome back when they see howgreat our customer service is.We’re not going to adjust our customer service level becausethey are a customer, too.”

Matt Weber, owner of Clark’sCar Care in Naperville, says hewas honored when Tim Scanlanfrom NAPA and Tartaglione askedhim to be involved as well.

“We have been very involved inthe community since we openedour shop in 2001,” Weber said.“Various car clinics, church carsprograms, moms clubs, gardenclubs, various goodwill repairs forcommunity, fundraisers for a localanimal adoption shelter, repairingcars for donations to the facility. Ibelieve that if you give to yourcommunity, your community willtake care of you.

“I love being involved (withCare for Cars). It’s part of busi-ness,” Weber added. “It’s a win-win situation for all. Though daysat the shop are not always smooth,when I think of the families wehave helped, it makes the day go alittle smoother.” CM

NEWS EXTRA

The CARE for CARS volunteers from left to right are: William Burchardt, GPC NAPADistrict Manager; Matt Weber, Clark’s Car Care; Ray Mazeika, Lang’s Auto Service;and Bruce Petrie, NAPA Naperville, Ill. Not pictured is Brian Downing of NAPADowners Grove, Ill.

CARE continued from page 44



As children, we start with a simplequestion: Why? Why this? Whythat?

These three letters combined help explainwhy our thought process does not accept astatement as fact unless the statement is ex-plained and understood.

As counter professionals, we are askednumerous questions daily. Often thesequestions seem limitless — questions fromcustomers, questions from suppliers, ques-tions from management. While questionsfrom customers and suppliers are, ofcourse, incredibly important, we are goingto focus on management.

Management questions may be aboutcustomer service, inventory control, and ofutmost importance, sales and profit con-cerns or issues. Typically, the questions areshort and to the point. Why did it take solong to get the part to the customer? Whydon’t we have this part in stock? Why areSteve’s Tire (no particular Steve’s Tire) pur-chases up or down? Why are profit marginsup or down? Yes, management should askwhy profit margins have increased or de-creased; they need to know what is work-ing and what is not. This is the informationthat promotes new ideas; new marketingprograms and monitors our competition.When these questions are asked, it is ourjob to provide simple, but accurate an-swers. There’s a saying my friend Johnused long ago that we still employ today:When asked a question, give the appropri-ate answer, not an excuse. Believe me, thisis a good deal more difficult than it sounds.

Counter professionals are on the frontlines communicating with the customersand then reporting to management. Thecounterpro speaks to the customer some-times numerous times throughout the day.

What type of management does yourcompany have? Conventional? Store per-

By Allen Markowitz & Allan Gerber

One Question: Why?sonnel speak directly to management andconcerns and issues are discussed andaddressed? Yes, questions are answered,but remember, you, the counter profes-sional, have to accept the answer even ifsometimes the answer is not what youexpected.

In many instances, management is non-chalant. Many times they will hear thequestion but there is no reaction, sometimesthey do not even indicate that they willlook into the issue and get back to you.Your position should be to ask, “When can Iexpect an answer?” Unfortunately, if noth-ing happens and they do not reply, we be-come gun shy. We eventually stop askingquestions. This is an incredible moralekiller, when you or your fellow co-workersstop asking pertinent questions or stop car-ing about the company.

In recent years, a different style of man-agement has emerged — we call it stripmining management. It’s managementwithout maintaining or replacing the com-pany’s natural resources. Companies usual-ly start by asking employees to do morewith less (sound familiar?). Less inventory,fewer support personnel (staff), employeesworking fewer hours, etc.

These polices are generally put into placedue to issues affecting sales and profit. Un-fortunately, the lingering question ultimate-ly remaining revolves around the keyelements of our businesses: Does the storehave necessary personnel to properly serv-ice the customer? Does the store have ade-quate inventory? While there is no questionthat computer-generated reports are an im-portant and valuable tool in analyzing salestrends and gross profits, they are simplynot an acceptable substitute for proper storestaffing, proper inventory levels and a well-rounded line of communication betweenus, the counterpro and management. CM

There’s a sayingmy friend Johnused long agothat we stillemploy today:When asked aquestion, givethe appropriateanswer, not anexcuse.

■ ■ ■

For more information, go to: www.autobizsolutionsllc.com or e-mail [email protected].

Allen Markowitz and AllanGerber operate Auto BizSolutions, which providestraining, marketing, man-agement and businessconsulting services to boththe automotive jobber andindependent repair shop.

ALLEN & ALLAN



Documents

Counterman July 2013