Counterman, March 2014

Dan Freeman Retires From APA ● Enter Guess The Car, Page 10 ● A Look At Six Sigma

March 2014

We speak to leadersto get their perspectives on the state of the

20142014

counterman.com/ASAP for reader service


The Super StoresBy Mark Phillips

Insight from executives of the country’s top retailers ................................................................13

Tech FeaturesBy Larry Carley

Maintenance aerosols perform a range of tasks. ........................................................................24Manual clutch kits will be here for years to come. ........................................................................26Oxygen, air/fuel sensors are integral parts of engine management. ............................28Power steering keeps things moving. ............41Mechanic ConnectionBy Gary Goms

Heat, ozone can take a toll on mounts. ........32Wiper blades clear the way.................................34

COUNTERMAN (ISSN 0739-3695) (March 2014 Volume 32, Number 3): Copyright 2014 Babcox Media, Inc. All Rights Reserved: Published monthly by Babcox, 3550 Embassy Parkway, Akron, OH 44333U.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 COUNTERMAN, 3550 EmbassyParkway, Akron, OH 44333-8318. A limited number of complimentary subscriptions are available to individuals who meet the qualification requirements. Call (330) 670-1234, Ext. 275, to speak to a subscription ser-vices representative or FAX us at (330) 670-5335. Paid Subscriptions are available for non-qualified subscribers at the following rates: U.S.: $69. Samples and back issues - Domestic - $10, International/via air mail -$15. Canada: $89 for one year, $149 for two years. Canadian rates include GST. Ohio residents add 5.75% sales tax. Other foreign rates/via air mail: $129 for one year. Payable in advance in U.S. funds. Mailpayment to COUNTERMAN, P.O. Box 75692, Cleveland, OH 44101-4755. Visa, MasterCard or American Express accepted.

Editor’s Ink By Mark Phillips ................................................................6If you’re sitting, try standing.

Counter-tech By Mandy Aguilar ....................................................46Home-grown eCommerce.

Keeping It Simple By Gerald Wheelus ......................................50Yes! Another training article.

From The Publisher By S. Scott Shriber....................................53What’s in a name?

Allen & Allan By Allen Markowitz and Allan Gerber ....................56Who is the best ambassador for your business?

features

32

28

13

columns

2 March 2014 | Counterman

MarchVolume 32, No. 3

INSIDE


departmentsAftermarket News ..........................................................................................8Aftermarket News presents news, views and analysis of currenttrends and events in aftermarket distribution

Viewpoint By Tunç Kip..............................................................20Six Sigma is a philosophy of problem-solving.

MarketPlace......................................................................................22,23Every month, MarketPlace showcases the newest automotive prod-uct and service innovations your customers are asking about!

NASCAR Performance ..........................................................................39This monthly special section takes you behind the scenes of thisfast-growing sport.

Executive interview By Mary DellaValle ..............................42Dan Freeman retires from APA.

Classifieds ........................................................................................................48

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

Bill Babcox [email protected], ext. 217

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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]

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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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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


Istand for no less than 120 minutes a day.How do I know this so precisely? An appon my computer tells me so. I recently got a standing desk at work to

alleviate almost-constant sitting at mydesk. (“Standing desk” is almost a mis-nomer; it’s more like a sitting/standingdesk. I’ll tell you why shortly.)

A slew of studies have shown sitting foran extended period of time (hours) is badfor your health. Whether you’re sitting atyour desk at work or in front of TV ortablet, all that sitting puts undue stress andstrain on joints and the inactivity turnsyour organs and abdominal muscles into asloppy mess. They call sitting all day thenew smoking.

That app on my laptop nudges me every45 minutes, telling me I need to stand for15 minutes. After 15 minutes of standing, itreminds me to sit down. The standing desk

that sits atop my regular desk can beadjusted up and down in seconds.

As a parts professional, youmight benefit from such anarrangement. Every time I visit aparts store or warehouse, I see thesame thing: A counterpro who

normally stands all day onconcrete is taking a

breather in a chairbecause his or her

back is killingthem. Or I seea counterprowhose jointsare so com-

pressedfrom

EDITOR’S INKBy Mark Phillips

If You’re Sitting, Try Standing.If Standing, Do The Reverse.

standing that they require surgery. Severalsurgeries, in fact. Show of hands: Howmany of you know colleagues who wearorthotic shoes? Yeah, I thought so.

If you work at a warehouse call center,you’re probably sitting 8 to 10 hours a day.You may have noticed your waistline ex-panding. Sitting for an extended period oftime slows your metabolism, puts yourbody into a kind of sleep mode, just like acomputer. The solution to all that is to alterhow you’re working.

But standing all day isn’t any better thansitting all day. So that’s why standingdesks move up and down. A standing deskcan be bought for a few hundred dollars,which in my book, is a pittance comparedto a lifetime of joint agony, orthotic shoesand spinal surgery.

Headed To Taiwan

In April, I’ll be headed to Taipei, Taiwan, to report on three automotive shows April 9-12 — the 2014 Taipei InternationalAuto Parts and Accessories Show (TAIPEIAMPA); 9th Taipei International Automo-bile Electronics Show (AutoTronics Taipei);and the 4th Taiwan International ElectricVehicle Show (EV TAIWAN). It will be achance to become familiar with some new-to-you parts suppliers and learn what theyhave to offer American buyers.

Counterman will be producing a specialshow e-newsletter that is free to anyonesigned up for the regular Tuesday/Thurs-day Counterman e-newsletter. If you’renot already subscribed, you can do so bygoing to Counterman.com and clicking on “subscribe” in the upper right-hand corner. CM

■ ■ ■

For more information: www.counterman.comTwitter: @CountermanMag

Whether you’resitting at yourdesk at work orin front of TV ortablet, all thatsitting putsundue stressand strain onjoints and theinactivity turnsyour organs andabdominalmuscles into asloppy mess.



NORTH CANTON, Ohio – ASC Industries was honored by O’Reilly AutoParts for excellence in cataloging and content at O’Reilly’s recent annualmanager’s conference in St. Louis, Mo.

As O’Reilly’s supplier of new water pumps since 2006, ASC has consis-tently provided O’Reilly with exceptional content in a timely manner in-cluding application data, cross-references, images and ACES data. Thequick turnaround of accurate data allows O’Reilly to provide the best incatalog information to their customers on a daily basis.

Airtex and ASC Industries are part of the UCI-FRAM Group of compa-nies providing fuel delivery and cooling system products to the OE andautomotive aftermarket.

AFTERMARKET NEWS

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O’Reilly Auto Parts Honors ASC IndustriesFor Cataloging And Content Excellence

Epicor Eagle Honored With TMC CUSTOMERMagazine 2014 Product Of The Year Award

Autopart InternationalRecognizes SupplierPartnersNORTON, Mass. – At its annual fieldteam meeting and suppliertradeshow, Autopart Internationalpresented its 2013 Supplier of theYear Awards to the supplier partnersthat most actively support AutopartInternational’s commitment to pre-mium parts and expert service.

New Supplier of the Year wasawarded to Heri Automotive inPhoenix, Ariz. Store Direct Supplierof the Year was awarded to OSC Au-tomotive Cooling Products in Fuller-ton, Calif. North American Supplierof the Year was awarded to OE Quali-ty Friction in Mississauga, Ontario,Canada.

DUBLIN, Calif. – Epicor SoftwareCorp. announced that TMC, a lead-ing source of news for the technolo-gy and communications industries,has named Epicor Eagle as a 2014CUSTOMER Product of the YearAward winner.

“We are honored to be a recipientof the 2014 CUSTOMER Product ofthe Year Awards,” said Craig Mc-Collum, executive vice presidentand general manager, retail distri-bution solutions for Epicor. “Ourachievement stems from the suc-cess of our customers’ businesses— we are driven to provide a ro-bust technology that retailers canuse to enhance and grow their busi-nesses. This award, highlightingthe Epicor Eagle business manage-ment solution, is a testament to thevalue and efficiencies our cus-tomers’ experience through ourtechnology innovations.”

According to Epicor, the Eaglesystem is a comprehensive, afford-able business management solutionfor small- to mid-size businesses —used by more than 8,000 retailers inindustries such as automotive after-market, hardware and home cen-

ters, lumber and building materi-als, pharmacies, lawn and gardencenters, among others. The newestversion of Epicor Eagle, releasedin May 2013, includes data intelli-gence to help businesses bettermanage and improve the cus-tomer experience, Epicor says.


ALLENTOWN, Pa. – MAM Software has announced Tri-State Enterpris-es, a truck accessories wholesale distributor and member of The Net-work, will install Autopart business management software at its locationsin Fort Smith and Little Rock, Ark.

Tri-State Enterprises started in 1974 as a Ford Authorized Distributor,


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AFTERMARKET NEWS

This Month’s Puzzle

What vehicle does this picture represent? Ifyou think you know the answer, go towww.counterman.com and click “Guessthe Car” on the nav bar. Submit your answerand contact information. A winner will berandomly selected by the Counterman stafffrom all correct answers. The deadline toenter is April 3. The winner’s name willappear in the next issue. Stay tuned!

Win $100!

Guess the Car

#73

Last Month’s Correct Answer:

Bentley Flying Spur

Congrats to William McClure,Naples, Texas

#74

Tri-State Enterprises Chooses MAM Software’sAutopart Business Management Software

offering Motorcraft with a line ofaftermarket truck and SUV acces-sories. Nearly 40 years later in2012, Tri-State’s management teamdecided it was time to take thebusiness in a new direction and be-gan executing plans to expand itsoffering to include aftermarket re-placement parts.

“The replacement parts initiativestrained our existing business man-agement software,” said TristanTaylor, general operations manag-er. “We needed aftermarket-specif-ic functionality, including partslookup, better inventory manage-ment and a system that allowed forproduct scanning in and out.”

O’Reilly AutomotiveReports Fourth-Quarter,Full-Year 2013 Results

O’Reilly Automotive has an-nounced record revenues and earn-ings for its fourth quarter and fullyear ended Dec. 31, 2013. The re-sults represent 21 consecutive yearsof comparable store sales growthand record revenue and operatingincome for O’Reilly since becominga public company in April 1993.

Sales for the fourth quarter endedDec. 31, 2013, increased $133 mil-lion, or 9 percent, to $1.62 billionfrom $1.49 billion for the same peri-od one year ago. Net income for thefourth quarter increased $20 million,or 15 percent, to $152 million (or 9.4percent of sales) from $133 million(or 8.9 percent of sales) for the sameperiod one year ago. Diluted earn-ings per common share for thefourth quarter increased 23 percentto $1.40 on 109 million shares versus$1.14 for the same period one yearago on 116 million shares.


YAKIMA, Wash. – Fuse5, a leadingautomotive aftermarket cloud plat-form, announced that its producthas been launched by TriangleAuto Supply Co. in Yakima, Wash.

Triangle Auto Supply is Yaki-ma’s oldest family owned and op-erated parts store. The companyhas been serving Eastern Washing-

ton since 1921. In business for morethan 90 years, Triangle Auto Sup-ply is a third-generation, familyowned business.

“Fuse5 certainly takes us into thenext century,” said Todd Degrasse,owner of Triangle Auto Supply.“From stem to stern, Fuse5 is aseamless process.”


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ceAFTERMARKET NEWS

Over the Counter By Jerry King

Triangle Auto Supply Goes Live With Fuse5

Advance Auto Parts Reports Fiscal 2013Comparable EPS Growth And A Return To PositiveComparable Same Store Sales In The Fourth QuarterROANOKE, Va. – Advance Auto Parts has announced its financial resultsfor the fourth quarter and fiscal year ended Dec. 28, 2013. Fourth-quartercomparable earnings per diluted share (EPS) were 94 cents, an increase of6.8 percent versus the fourth quarter last year. These fourth-quarter re-sults exclude transaction expenses of 24 cents associated with the acquisi-tion of General Parts International Inc. (GPI) and 3 cents of integrationcosts associated with the integration of B.W.P. Distributors Inc. (BWP).

Full-year comparable diluted EPS of $5.67, increased 8.6 percent fromfiscal 2012. These full year results exclude transaction expenses of 28cents associated with the acquisition of GPI and 7 cents of integrationcosts associated with the integration of BWP.

counterman.com 13

Dave Kimbell

Arnold Motor Supply

What trends do you see emergingin the aftermarket?Challenges and opportunities, especially as the market tends toflatten after a couple of good years.The survivors will have to be nim-ble, be proactive and better supplychain managers than they havebeen. Equally foreboding is datasystems integration as more cus-tomers demand on-time inventoryinformation, and profit degrada-tion as competitive pressures putprices in a downward motion.There are some headwinds due to

parts proliferation, governmentmeddling and finding good teammembers as our experienced shopowners and associates retire. Thechallenges are always there — amoving target — but these are alsoincredible opportunities for the en-tities that can ride these changesand be better suppliers to “the per-son who throws away the box.”

What are your thoughts on yourcompany’s need to enhance orgrow the commercial side of thebusiness? What has amazed me over theyears is how the cash side of thebusiness has maintained in dollars

as the vehicles have become in-creasingly more complicated. Withthat said, the trend line bet is onthe commercial segment. This busi-ness model (commercial) has thelegs in the business, and that iswhy the retailers are so focused ongrowing their share of that market.It is the heart of what we do and ifwe don’t grow it we will not beable to take advantage of opportu-nities that present themselves. Asthe aftermarket experiences ametamorphosis as the installersexit the industry due to age andwith no exit strategy, as the “data”becomes more prevalent in a buy-ing decision, and as informationfrom the Internet plays havoc withthe business relationship, we willhave to do business outside of thetraditional market seeking thoseopportunities that have synergieswith our core business.

How do you accommodate thecommercial side of the business?We have a number of sales peoplewho call on these accounts weeklyand bi-monthly establishing or en-hancing their relationship with thecustomer. No matter what, thisbusiness still hinges on belly-to-belly selling at all levels.

Does the company plan store ac-quisitions or expansions in 2014? Yes if the right opportunity comesalong.

If you could change one thingabout the automotive aftermarket,what would it be? Why? Nothing. It has been an incredibleride creating opportunity forgrowth and profits; and most of allchange. This is a fast-paced busi-ness and one had better not sit verylong on their successes beforesomeone runs over them. Hang on!Wait until you see what next weekbrings!

We speak to the leaders of Arnold Motor Supply,Hovis Auto & Truck Supply and Uni-Select to gauge their impressions of 2014.

The State of the

The State of the

20142014

Cliff Hovis

PresidentHovis Auto & TruckSupply

What is your outlookfor 2014 regarding theaftermarket?

2014 is starting off with a bang!Business picked up on the EastCoast part way through 2013 and Iexpect it to continue with a fewreservations. The car parc is largerand older than any time in history.Many of the shops we deal withare looking to expand and reinvest.Customers are embracing invest-ment in technology and training. Itappears the strong, well-run busi-nesses are positioning themselvesfor the future while the weakershops are trying to maintain theircurrent positions which, in myopinion, means they will decline.

My reservations revolve aroundthe unknown effects of govern-ment regulations, such as Oba-macare. We deal with many shopswho have had their health carepolicies canceled and others whichhave had their rates doubled.Many of these shops were unpre-

pared and assumed they wouldnot be affected due to their size.They were wrong. In particular,many automotive retailers appearto be cutting back to part-time em-ployees with exception of theirmanagers and maybe a parts pro-fessional. The consequences ofthese actions remain to be seen, butthis could be a gamechanger as weget into 2014 and more companiesfeel the effects of increased over-head.

What trends do you see emergingin the aftermarket? I see tremendous consolidationamong automotive manufacturers

and chain stores. Already this yearwe have seen Advance acquireCARQUEST, LKQ acquire Key-stone Automotive and Remy ac-quire USA Industries. There is somuch money pouring into ourcountry from venture capitalistsaround the world looking for goodinvestments.

In addition, I see a need fortraining like never before. Withfuel standard requirements beingratcheted up, car manufacturersare scrambling to come up withnew technology to gain mileage.Safety is another area in whichtechnology is advancing and thereis a need for training. For example,


SUPERSTORES

By Andrew Markel

Editor, Underhood Service Magazine

Non-Transmission Sensors Causing

Transmission Problems Most transmission control modules use inputs from othersensors on the vehicle. If a vehicle can’t accurately calcu-late the load on the engine, it will adjust the line pressureand slippage to the inaccurate calculation. This can damagethe transmission.

Sensors used to calculate the load can include the MassAirflow Sensor (MAF), Throttle Position Sensor (TPS) andManifold Air Pressure (MAP). If unmetered air is enteringthe cylinder through a leak, the engine load will be belowthe actual percentage. This can cause the module to use dif-ferent shift points and line pressures. This could cause thetransmission to delay shifts, overheat and possibly burnthe fluid. Maintenance items like a restrictive air filter, dirtyair flow meter or blocked crank case ventilation system can

change the calculated engine load to the point where it caninfluence shift points and shift quality.

Wiring Harness Problems The wiring harness and connectors on most transmissionsoperate in a unique environment. Normal automatic trans-mission fluid’s conductivity is very low. Hybrids usuallyhave a specification for a fluid that is non-conductive. Inmost cases, the fluid will not damage or short the connec-tions; the detergents and chemicals will cause the degra-dation of the materials in the wiring harness that might beoutside of the case. Also, check for any damaged wiresand connections that could be damaged by impact withroad debris, weak or shifting motor mounts and hot ex-haust systems. Since the mid 1990s, the grounds for sole-noids and sensors have changed dramatically. Neverassume the chassis ground is coming through the case orvalve body. Study the wiring diagrams before trying to di-agnose a dead or open solenoid. Some transmissions canhave multiple ground points for the solenoids, moduleand sensors.

Causes Of Transmission Complaints

Tech Tip

Hovis Auto & Truck Supply built a state-of-the-art training facility in Pennsylvania.



many technicians don’t realize thatafter doing an alignment, it is nec-essary to use a diagnostic tool likeDelphi to reprogram factory set-tings for the “window pinch” sen-sors in some vehicles. Lawsuits canensue when little fingers get shutin the car windows of a vehiclewhose factory settings were wipedout during an alignment and notreprogrammed.

What are your thoughts on yourcompany’s need to enhance orgrow the commercial side of thebusiness? My brother Curt and I spend agreat deal of time focusing on thecommercial side of our business.The industry has become highlytechnical and over time, the DIYside of this business has declined.As a result, it has become criticalwe focus on the commercial side.In this highly competitively mar-ket, we must continually bring val-ue to our customers to retain theirloyalty and gain new business.

How do you accommodate thecommercial side of the business? “Service, service, service,” is whatwe tell our employees. If we can’tprovide the service, someone elsewill. To us, service is not only hav-ing the right part, it is also havinga system in place that allows us toknow we have it and to deliver itin a timely manner. It sounds easy,but it’s not. Service separates themen from the boys. We feel veryfortunate to have good-quality,long-term employees who careabout serving the customer, be-cause without them we couldn’tdo it.

For the past two years, we havealso felt that any serious discussionof service must include a discus-sion on training. The trend we seefor the need for training hasprompted us to take serious stepsto add this component to our busi-ness in a “hands on” fashion withour Technical Training Center. We

believe, to be as productive as theycan be, our customers must knowhow to install a part in a safe andefficient manner. Tremendous partsproliferation has also made it im-portant for salespeople to betrained on features, benefits andgeneral product knowledge. To accomplish this, for example,last year we had several “handson” classes on hybrids where wetaught customers about hybridsafety and maintenance. Delphipartnered with us on that project.In fact, over the course of the pastyear, we trained more than 1,400technicians with partnership frommanufacturers like Delphi, Feder-al-Mogul, Remy, Tenneco, Meritor,Four Seasons and others. Federat-ed Auto Parts has also teamed upwith us to train hundreds of ourshop owners in profitability andselling. This year, we are expand-ing hybrid training to include first responders. In short, we have found that training benefitseveryone.

Partnerships like those men-tioned are critical when it comes toservice, but they benefit us in somany other ways. Our partnershipwith Federated Auto Parts pro-vides us with resources like theFederated CoMan warehouse, ex-tensive national marketing pro-grams like the sponsorship of Toysfor Tots and the Federated 400 atRichmond, and technological ad-vantages such as our Federatedelectronic catalog, Federated ecom-merce system and the Federatedbusiness intelligence systems and

inventory modeling tool. Ourmembership in AWDA allows us tonetwork with other distributors,warehouses and manufacturers.

Does the company plan store acquisitions or expansions in 2014? Our salesmen have been on theroad prospecting customers in newmarkets for some time now. This issomething we consider ongoing.We do plan to add new start-up lo-cations in 2014, but just as impor-tant to us is the prospect ofexpanding our current market byadding new profit centers. Current-ly, we distribute automotive,PB&E, crash parts, industrial,medium-duty truck, heavy-dutytruck and packaged oil and com-modity products, but any opportu-nity to become more diverse withinour existing locations is desirable.

If you could change one thingabout the automotive aftermarket,what would it be? Why? I would change the general percep-tion the public has of our industry.For instance, at AAIA, we arechanging our name to the “AutoCare Association.” People don’tknow who or what we are and con-sequently, young people are notjoining our industry. I am excitedto be part of the AAIA EducationCommittee and to be working on aproject to connect college studentsand other potential employeessuch as veterans with our industry.We have to take the time to sellwho and what we are to the nextgeneration.

SUPERSTORES

Hovis Auto & Truck Supply partners with top suppliers to provide hands-on training.

counterman.com 17

SUPERSTORES

1. AutoZoneProgram Group Affiliation: noneStore Count: 5,201 DC Count: 9Private/Public Ownership: NYSE – “AZO”Wholesale vs. DIY sales: 15% commercial/85% retailPrivate Label: DuralastStore count changes in 2013:Expanded domestic store base by a net of151 stores*online information obtained updated as of March 7.

2. O’ReillyProgram Group Affiliation: Parts CityStore Count: 4,166DC Count: 24 Private/Public Ownership: NASDAQ –“ORLY”Wholesale vs. DIY sales: 42% commercial/58% retailPrivate Label: several exclusive to O’ReillyStore count changes in 2013: 190

3. Advance Auto Parts Program Group Affiliation: noneStore Count: 5,297 company owned storesDC Count: 10Private/Public Ownership: NYSE – “AAP”Wholesale vs. DIY sales: 55% commercial/45% retailStore count changes in 2013: acquiredGeneral Parts International, including 105WORLDPAC branches and now servicesapprox. 1,400 independently owned CAR-QUEST-branded stores.

4. General Parts Inc.Program Group Affiliation: CARQUESTStore Count: 1,400DC Count: 37Private/Public Ownership: now part ofAAPWholesale vs. DIY sales: 85% commer-cial/15% retailPrivate Label: CARQUESTStore count changes in 2013: Acquired byAdvance Auto Parts in January 2013.

5. Genuine Parts Co.Program Group Affiliation: NAPAStore Count: 950DC Count: 58Private/Public Ownership: NYSE – “GPC”Wholesale vs. DIY sales: 75% commercial/25% retailPrivate Label: NAPAStore count changes in 2013: Acquired Exego

6. Pep BoysProgram Group Affiliation: noneStore Count: 758DC Count: 10Private/Public Ownership: NYSE - “PBY”Wholesale vs. DIY sales: 11% commercial/37% retail/52% serviceStore count changes in 2013: acquired 18Service & Tire Centers, reopened 6 Super-centers and 5 Service & Tire Centers *online information obtained updated as of March 7.

7. AutoPlus/Uni-SelectProgram Group Affiliation: Uni-SelectStore Count: 412DC Count: 54Private/Public Ownership: TSX “UNS”Wholesale vs. DIY sales: 75% commercial/25% retailPrivate Label: Auto Plus, FinishMasterStore count changes in 2013: closed, soldor consolidated 40 stores in 2013

8. Fisher Auto PartsProgram Group Affiliation: FederatedStore Count: 400+DC Count: 15 Private/Public Ownership: privateWholesale vs. DIY sales: primarily whole-salePrivate Label: FederatedStore count changes in 2013: none*online information obtained updated as of March 7.

9. Replacement Parts Inc.Program Group Affiliation: AftermarketAuto Parts AllianceStore Count: 160DC Count: 3Private/Public Ownership: private/15%ESOPWholesale vs. DIY sales: 70% commercial/30% retailPrivate Label: PartsMasterStore count changes in 2013: none*online information obtained updated as of March 7

10. Auto-WaresProgram Group Affiliation: AftermarketAuto Parts AllianceStore Count: 158DC Count: 13Private/Public Ownership: privateWholesale vs. DIY sales: 75% commercial/25% retailPrivate Label: PartsMasterStore count changes in 2013: Consolidated7, acquired 7, ground up 1.

11. Hahn AutomotiveProgram Group Affiliation: AftermarketAuto Parts AllianceStore Count: 80DC Count: 31Private/Public Ownership: privateWholesale vs. DIY sales: 80% commercial/20% privatePrivate Label: PartsMasterStore count changes in 2013: Acquired E&LBattery and Ignition Co. main warehouseand 8 branches*online information obtained updated as of March 7

12. Automotive Parts HeadquartersProgram Group Affiliation: AftermarketAuto Parts AllianceStore Count: 85DC Count: 1Private/Public Ownership: privateWholesale vs. DIY sales: 70% commercial/30% retailPrivate Label: PartsMasterStore count changes in 2013: Two in 2013;four in 2014

13. KOI Auto PartsProgram Group Affiliation: FederatedStore Count: 75+DC Count: 5Private/Public Ownership: employeeownedWholesale vs. DIY sales: 80% commercial/20% retailPrivate Label: FederatedStore count changes in 2013: none*online information obtained updated as of March 7.

14. Merrill Co./Arnold MotorSupplyProgram Group Affiliation: AftermarketAuto Parts AllianceStore Count: 57DC Count: 2Private/Public Ownership: LLP PartnershipWholesale vs. DIY sales: 75% commercial/25% retailPrivate Label: PartsMasterStore count changes in 2012: 2 stores acquired

2014 Super Stores Updates

Richard G. Roy

President, CEOUni-Select

What is your out-look for 2014 re-garding theaftermarket?

We have a very positive outlookon the aftermarket for 2014. Theindustry trends continue to bepositive; the overall size of the af-termarket is growing, average ve-hicle age is increasing and thelength of time consumers areholding their vehicles is growing,all of which are positive for the aftermarket.

What trends do you see emergingin the aftermarket?The primary trend we see is thegrowing importance of technologyin the aftermarket. We recently in-troduced our Aftermarket Telem-atics solution SmartLink for ourbannered installer customersacross North America. This solu-tion will connect the consumer toour shop owners in an innovativeway which will drive sales andloyalty for our shops and stores.Within the wholesale channel, wehave developed two technologi-cally advanced tools — Automat-ed eModeling will make it easierfor our customers to manage theirinventory on a weekly basis, and

our enhanced ePricing solutionwill offer real-time pricing guid-ance to help our independent cus-tomers price for the commercialmarket. Both these advances willallow our Auto Plus stores to bet-ter manage their businesses. Westrive to stay ahead of the curvewith the evolving technologytrends in the aftermarket.

What are your thoughts on yourcompany’s need to enhance orgrow the commercial side of thebusiness? How do you accommo-date the commercial side of thebusiness?Uni-Select’s focus continues to be,as it always has been, the commer-cial business. Our commercial/re-tail mix is 90 percent commercialand our programs and solutionsare focused primarily on the pro-fessional service dealer. We are thepreferred partner of independentstore and shop owners and ourtools make it easier for them to runtheir businesses.

Does the company plan store ac-quisitions or expansions in 2014?We never specifically comment re-garding our acquisition plans,however we have recently com-pleted two acquisitions since thebeginning of the year and we in-tend to pursue additional acquisi-tions in the future. CM


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SUPERSTORES



In many business environments, thepractice of accurately defining problemsfalls short. We often have a hurriedapproach to identifying problems and

presume solutions. Six Sigma, as a prob-lem-solving methodology, seeks toincrease productivity in the problem-solv-ing arena. The system offers tools for abusiness to properly describe what theyare going after, why they are going after it and what they expect to achieve at the end.

A properly stated problem is an obser-vation of the present state. By doing so, we can define the defect orprocess culminating in a defective out-come. In developing the problem state-ment, we provide a precise and, mostimportantly, measurable description of thecurrent state based on factual evidencethat is free of opinion. This combined withan accurate description of the defect serveas south marker of our compass.

In Six Sigma, we accept that all informa-tion required for a concise conclusion may

VIEWPOINTBy Tunç Kip

The Philosophy of Problem-Solving

not be immediately available.By thinkingthis way, we eliminate the error of assump-tions. While acknowledging additional in-formation may be required to resolve theproblem, a clearly defined goal has beenset through partnership with our customer.Our stated goal is nothing more than anobservation of the desired state at a pointin the future. This is the north marker onour compass and points us in the directionour business needs to gravitate.

It’s a relief to isolate your problem. In ad-dition to providing the tools to accuratelydefine the project, Six Sigma also offers allthe tools needed to dive deeper into thesubject, create a higher-resolution picture ofthe current state, scientifically derive a pro-posed solution and even verify that solu-tion prior to execution.

The true impact of Six Sigma within anorganization is only achieved when thefindings from a single project turn intobest practices and become a part of howthe organization continuously and perma-nently functions. CM

Six Sigma offerstools for abusiness toproperly describewhat they aregoing after, whythey are goingafter it and whatthey expect toachieve at theend.

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Tunç Kip is a Six SigmaMaster Black Belt andbusiness development

manager for Temel Gaskets.


Wizards All Wheel & TireCleaner

Wizards is proud to announce its newAll Wheel & Tire Cleaner. Bringingthe shine from the wheels up, it is aperfect addition to round out yourdetailing bucket. This productsafely removes stubborn roadgrime, brake dust and generalscum without staining or etchingwheels. Safe on factory as well ascustom wheels – polished alu-minum, roughcast, uncoated, an-odized, chrome, clear-coatedand PVD. Wizards guaranteesoutstanding results on blackwalls, whitewalls and raisedwhite letter tires as well. Wizards

All Wheel & Tire Cleaner is non-acidic, non-causticand biodegradable. All Wizards Products are V.O.C.-compliant and made in the USA. Wizards All Wheel& Tire Cleaner is available in 22 oz. and gallon sizes.

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


TechSmart Releases New Import SolutionsTech Session Videos

Standard Motor Products Inc. has released a TechSmart Tech Session video featuring TechSmartimport solutions.

Highlighting the TechSessions are TechSmart’sall-new, not remanufac-tured, electronic throttle bodiesfor Nissan and Infiniti, andTechSmart VVT chain tension-er kits for VW and Audi. TheseVVT kits include every neces-sary component to get the jobdone right. Also featured arepower distribution centers for VWand Audi, an ignition coil harness repair kit, expan-sion tank service kits for BMW and more.

The Tech Session video series is available for view-ing on the TechSmart YouTube channel,www.youtube.com/TechSmartParts, as well as onwww.facebook.com/TechSmartParts, by clicking on thevideo channel button.

The Best Choice – ADVICS Disc Brakes andUltra-Premium Brake Pads

The optimum control derived from ADVICS brakeproducts assures safe and reliable vehicle perform-ance for passenger cars and light trucks. Rotor wearcan be attributed to many reasons, including thetype of brake pad chosen. When replacing rotorswith ADVICS Disc Brakes, it’s a good idea to also re-place the brake pads with ADVICS Ultra-PremiumBrake Pads. As a premier supplier of OE brake sys-tem products to well-known manufacturers such asToyota and Lexus, ADVICS manufacturers superior-quality, performance-driven, braking components.

These specifications are derivedfrom extensive testing and

engineering, including ve-hicle movement simula-tions, brake squeal andvibration analysis, dy-

namometer performancetesting, durability assess-

ment and in-vehicle cal-ibration studies.

CARDONE Expands Master Cylinder Coverage

CARDONE Industries recently announced an expan-sion of its line of master cylinder SKUs to cover mil-lions more vehicles on the road. The company nowoffers a total of 2,164 SKUs in its A1 CARDONE Reman Master Cylinders product lineup to covermore than 217 million vehicles.

counterman.com 23

SKF Introduces Separator Filter Dryer ForPneumatic Tools And Devices

SKF has expanded its air system product offering toinclude the Separator Filter Dryer (SFD), an air dryerideal for providing contaminant-free air to pneumaticdevices. Typical applications include point-of-usesuch as spray booths, workstations and air lines inservice bays that use pneumatic tools. The SFD canalso be mounted on small air compressors. The sys-

tem is compact and easy toinstall, and also featuresaccessible valves andtwo spin-on desiccantcartridges for easy main-tenance. It uses less elec-trical than other airdrying methods and ex-

tends service life ofpneumatic devices andtools.

Penray Total Diesel Fuel System Cleaner

Fuel system contamination is a year-round prob-lem for diesel-powered vehicles, especially in com-mercial vehicles where downtime can be expensiveand can even lead to loss of customers. Of specialconcern in recent years is the presence of blacktar-like material in diesel fuel, commonly referredto as asphaltenes. This material can quickly clogfuel filters, fuel injectors and other criticaldiesel fuel system components. Fortunately,there’s a solution in Penray’s Total DieselFuel System Cleaner. This product is espe-cially helpful in dissolving and preventingthe formation of asphaltenes in diesel fuel,

while cleaning other deposits and contaminants from the fuel system. Thechemists at Penray have developed a proprietary diesel fuel system cleanerthat dissolves and disperses asphaltenes and other diesel fuel contaminants.Penray Total Diesel Fuel System Cleaner attacks asphaltenes, dissolvingthem and removing them from fuel tanks, fuel filters, fuel injectors and linesand preventing their recurrence.

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

ContiTech IntroducesWear-ResistantMultiple V-ribbed BeltFor Quiet Operation

The CONTI UNIPOWERTOUGH GRIP multiple V-ribbed belt with textile sur-face developed by theContiTech Power Transmis-sion Group greatly mini-mizes noise buildup when accessories like theair-conditioning system, power-steering pump orgenerators are in operation. The belt’s special featureis that the pulley side consists of a fabric reinforce-ment, and is highly resistant to wear. The quiet drivebelt features high wear resistance that is required forstarter-generator applications. “The CONTIUNIPOWER TOUGH GRIP also solves problems inother components,” said Ralf Berger, of ContiTech’sPower Transmission Group. “This multiple V-ribbedbelt shows itself to be extremely sturdy when havingto operate with misaligned components in the drivesystem.”


a protective coating thathelps prevent rust and cor-rosion, and to even removegunk from various sur-

faces. It can be used to lu-bricate door hinges andlocks, hood and trunk latch-

es, sliding mechanisms andcables (such as the emergencybrake) or even the weatherstrip-ping around doors and trunks.It can be sprayed on ignitionwires, distributor caps and igni-tion coils to remove gunk andrepel water (which prevents arc-ing and misfiring in wet, humidconditions).

For more specialized applica-tions, there are aerosol productssuch as rust release penetratingsprays that are faster-acting and

are more aggressive than a typi-cal multi-use product. The samegoes for aerosol rust removers,aerosol corrosion inhibitors andrust preventatives. The key here isto find out what exactly your cus-tomer wants to accomplish, and torecommend the best product thatmeets that particular need.

Aerosol silicone lubricants arepopular because it is waterproof,dries fast, leaves no oily residueand is safe for use on most vinyl,plastic and rubber surfaces. Youalso can get white lithium grease inan aerosol can for a long-lastingmetal-to-metal surface lubricant.

For cleaning various kinds ofsurfaces, there are general pur-

Maintenance aerosolproducts includeeverything from pene-trating lubricants and

surface protectants to varioustypes of cleaners, glass and tiretreatments. Some are universaltype products with a wide rangeof uses while others are special-ized products designed for a spe-cific application.

Take aerosol penetrating lubri-cants, for example. Aerosol pene-trating lubricants are multi-useaerosols that can be used as lightlubricants, to loosen rusty fasten-ers, to displace moisture and leave

pose cleaners, engine degreasersfor removing heavy accumula-tions of grease and gunk, gasketremover for dissolving gasketresidue on engine parts and elec-trical contact cleaner for cleaningsensitive electrical connectors andsensors (including dirty mass air-flow sensors). Specialized prod-ucts are available for cleaningwindshields (which include thosethat leave a silicone layer to repelwater), for removing tree sap andbug splatter, for cleaning tires, forcleaning interior upholstery andfor cleaning leather. As with lubri-cants, you want the right productfor the job.

One problem area whereaerosol cleaners can really help isdirty throttle bodies (and carbure-tors on older vehicles). Fuel var-nish, carbon and dirt can build upin the throttle opening and idlecontrol passages causing drivabil-ity and emissions problems.Cleaning the throttle body withthrottle body cleaner can removethese harmful deposits and elimi-nate annoying drivability prob-lems. Most of these products alsocan be used to clean the intakesystem, PCV valves and EGRvalves and passages.

It’s very important to read the la-bels on these products becausethere are often cautions regardingtheir use and safety. Aerosols thatcontain strong solvents may dam-age some types of plastics, rubbers

TECH FEATUREBy Larry Carley, technical editor

Maintenance Aerosols Perform A Range Of Tasks

or painted surfaces. Most productshave to meet federal and stateVOC (Volatile Organic Compound)regulations, but there may be addi-tional precautions on some prod-ucts, warning users to avoid eye orskin contact, or to use only in awell ventilated area.

Aerosols also are used to applyvarious kinds of waxes, polishesand surface protectants. There arethe multi-use products for cleaningand protecting a wide variety of in-terior and exterior surfaces, andspecialized products for leather, in-terior plastics, tires and rubber.Some leave a very shiny and slip-pery film on the surface while oth-ers are formulated to leave anon-glare finish. CM

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By Larry Carley, technical editorTECH FEATURE

Manual ClutchKits Will Be HereFor Years To Come

Vehicles with manual transmissions accountfor only a small segment of the overall carpopulation (less than 6 percent), though inrecent years there has been an uptick in

manual sales. The fuel economy advantage thatmanual transmissions have traditionally had overautomatics has eroded in recent years thanks tonew fuel-efficient Continuously Variable Transmis-sions (CVT) and 6-, 7- and 8-speed automatics.Many younger drivers today don’t even know howto operate a manual transmission.

In spite of these trends, there are still more than15 million manual-equipped vehicles on the roadthat will eventually need a replacement clutch(some more than once). So manual clutch kits willbe with us for many years to come.

When a customer needs a new clutch, alwaysrecommend a complete clutch kit. A kit includes aclutch disc, pressure plate and release bearing thatis guaranteed to fit the application. Mixing partsfrom different suppliers can sometimes result inmismatched components that won’t fit or cause re-lease or engagement problems.

Piecemeal clutch repairs seldom last, and the la-bor involved to replace individual clutch compo-nents is no more than to replace everything at thesame time. Installing a complete clutch kit, there-fore, can avoid additional repair expenses down theroad while extending the life of the clutch system.

The function of the clutch is fairly simple: it mo-mentarily disengages the engine from the drive-train when shifting gears and when stopping.Depressing the clutch pedal pushes the releasebearing against the pressure plate. This relievespressure on the clutch disc, allowing it to slip anddisengage the engine from the transmission.

After many miles and years of use, the clutchmay lose its grip and slip, or fail to engage or re-lease. Oil contamination is a common cause ofclutch slippage, and is usually due to a leaky rearmain crankshaft seal or leaky transmission inputshaft seal. A badly worn clutch disc or a weak pres-sure plate can also allow the clutch to slip. In either

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counterman.com 27

case, the vehicle needs a newclutch. Any oil leaks should also berepaired before the new clutch isinstalled.

If a clutch fails to release, theproblem is often a bad masterclutch cylinder, slave cylinder orhydraulic concentric release bear-ing. Replacing the master and slavecylinder at the same time will re-duce the risk of future problems.

On applications that have a con-centric slave cylinder, the releasebearing may be part of the slavecylinder, or a separate component.A new release bearing should beincluded if it is not part of the slave

cylinder. Slave cylinders may havea plastic strap that holds the cylin-der in a fully compressed position.This strap must not be removedduring installation. It is designedto break free the first time theclutch is engaged.

On older vehicles that use a ca-ble release mechanism, the clutchmay not release if the cable is bro-ken or misadjusted. A problemwith the pivot fork that operatesthe release bearing can cause simi-lar problems.

Clutch noise is usually caused bya bad release bearing, but it canalso be caused by a bad pilot bush-

ing in vehicles that have a pilotbushing in the back end of thecrankshaft. The bushing supportsthe tip of the transmission inputshaft. This may or may not be in-cluded in a clutch kit depending onthe application.

The condition of the flywheelalso is important. The surface ofthe flywheel must be clean, smoothand flat. If rough or worn, it shouldbe resurfaced or replaced. Somestepped flywheels and dual massflywheels cannot be resurfaced andmust be replaced if worn or defec-tive. If cracked or damaged, re-placement is the only option. CM

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Oxygen, Air/Fuel Sensors AreIntegral Part Of Engine Management

Oxygen sensors are a keycomponent in the enginemanagement system andfor emissions control.

The oxygen sensors provide arich/lean signal to the powertraincontrol module (PCM) that indi-cates the balance of the air/fuelmixture. This vital bit of informa-tion is absolutely essential for goodfuel economy, performance andemissions.

“Downstream” oxygen sensorslocated in or just behind the cat-alytic converters also are used tomonitor the efficiency of the cata-lyst, and to assist with long-termfuel trim.

Oxygen sensor problems are acommon cause of poor fuel econo-my as well as emission test failures.A bad oxygen sensor will typicallygenerate lower-than-normal volt-age output, and be slow to respondto rapid changes in the air/fuelmixture. This will often result in aricher-than-normal fuel mixture,which causes an increase in fuelconsumption and higher tailpipeemissions.

A bad oxygen sensor also mayprevent the OBD II catalyst moni-tor from running. This can hap-pen if a vehicle has a badupstream or downstream O2 sen-sor. If the catalyst monitor doesn’t

run because of a bad O2 sensor,the vehicle will be rejected for anOBD II plug-in emissions test —and it won’t be accepted until theproblem has been diagnosed andrepaired.

In recent years, the early-styleceramic thimble O2 sensors havebeen mostly replaced by ones thathave a flat ceramic strip inside thetip. They work the same, but thenewer “planar” O2 sensors warmup faster, respond more quickly tochanges in the air/fuel mixture,and typically have a longer servicelife. Both “universal” and “exactreplacement” versions are avail-able for most applications.



Air/Fuel sensors (also called“wide band” O2 sensors) work dif-ferently than traditional zirconia O2sensors. They include an “oxygenpump” and “nerst cell” that allowthe sensor to provide a much moreexact reading of the actual air/fuelratio, not just a rich or lean indica-tion as is the case with a traditionalO2 sensor. Instead of generating avoltage signal, an A/F sensor mod-ulates a reference signal from thePCM. The current signal from theA/F sensor can travel in one of twodirections (positive or negative),and it gradually increases in thepositive direction as the air/fuelmixture becomes leaner. At the“stoichiometric” or “lambda” pointwhen the air/fuel mixture is per-fectly balanced (14.7 to 1), the cur-rent flow in the A/F sensor circuitstops and there is no current flow

in either direction. When theair/fuel ratio becomes progressive-ly richer, the current reverses direc-tion and gradually increases in thenegative direction in proportion tothe actual air/fuel ratio.

Like ordinary thimble and pla-nar O2 sensors, A/F sensors alsohave an internal heater circuit tohelp them reach and maintain therequired internal operating tem-perature. A/F sensors typicallyoperate at a higher temperature:1,292 to 1,472 degrees F versusabout 450 to 600 degrees F for or-dinary O2 sensors. Consequently,if the heater circuit fails, the A/Fsensor may not produce a reliablesignal. This will usually set a faultcode and turn on the Check En-gine light.

Note: The presence of an O2 sen-sor heater circuit code does not al-

ways mean the sensor needs to bereplaced. The fault might be in theexternal sensor wiring, connectoror heater control circuit.

O2 sensor problems are one ofthe leading causes of emission testfailures. What’s more, a bad O2sensor (upstream or downstream)will prevent the OBD II catalystmonitor from running — which isalso grounds for rejecting a vehiclefor a plug-in OBD II test. The OBDII system needs good signals fromboth the upstream O2 or A/F sen-sors and downstream O2 sensors tokeep tabs on the operating efficien-cy of the converter.

It’s important to make sure a badA/F sensor has been correctly di-agnosed because the price of thesesensors is usually several timesmore than that of a conventionalO2 sensor. CM

TECH FEATURE



By Gary Goms, commercial accounts editorMECHANIC CONNECTION

Heat, Ozone Take A TollOn Engine Mounts

Many independent shopsuse the slower wintermonths to replace wornengines, which helps

maintain the shop’s cash flow andhelps squeeze some extra milesfrom a customer’s older, but basi-cally sound vehicle. In some cases,the replacement might be a neworiginal equipment crate engine, aremanufactured engine or even aused engine in good condition.Regardless of the type of enginebeing installed, it will likelyrequire inspection and possiblereplacement of all rubber compo-nents including engine mounts.

Wear And Tear

Despite appearance, any rubber en-gine mount is a wearing or ex-pendable part. While modernrubber components tend to endure

extreme heat much better than old-er compounds, engine mounts stillfail when exposed to ozone (ahighly reactive air pollutant) andhigh underhood temperatures. Inmost cases, rubber engine mountswill harden, which increases theengine noise and vibration trans-mitted through the chassis to thepassenger compartment.

But, when repeatedly soaked withhot engine oil, engine mounts willsoften and lose their mechanicalstrength. Since most powertrainmounts are simply two pieces of steellaminated together by a tough rub-ber compound, the mount tends toseparate, which can allow the engineto shift in its cradle. Engine mountseparation can cause “torque-steer”on front-wheel drive (FWD) vehicleswhen power is applied to the drivetrain. In other cases, the engine might

This style of engine mount,which suspends the enginefrom the front timing coverarea to the chassis innerfender is commonly used infront-wheel drive vehicleswith transverse engines.

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it’s cheaper to replace mountswhen the engine is being replaced.One popular labor guide lists fivehours for replacing both front en-gine mounts. Removing and re-placing the engine requires 16.7hours of shop time. Obviously, re-placing the mounts in pairs willcost the owner approximately one-third as much as replacing thecomplete engine. But, since the en-gine mounts must be exchangedfrom the old engine to the new, re-placing with new adds only thecost of the mounts to the repair or-der. As with any expendable low-access component, it’s obviouslyfar less expensive to replace duringa major engine service than atsometime after. CM

counterman.com 33

simply become dislocated, which cancause exhaust leaks, sticking throt-tles, clutch chatter and other opera-tional complaints.

Mount Configurations

Transverse engines found in front-wheel drive (FWD) applications gen-erally suspend the engine with onelarge front mount and two smallerrear mounts located each corner ofthe engine bell housing. In someFWD applications, a “dog bone” ortorque strut might be bolted betweenthe engine and the front radiator coresupport to absorb engine torque.

With conventional rear-wheeldrive (RWD) applications, the trans-mission is supported by a rear trans-mission mount attached to a

removable frame cross member. Thesame type of mount can also be lo-cated between the transmission andtransfer case on four-wheel drive ve-hicles. Unfortunately, this type ofmount configuration is usually ru-ined by hot oil dripping from thetransmission or transfer caseadapter. Some applications mightalso use a small torque strut thathelps the rear transmission mountcontrol engine torque.

Doing the Math

Component accessibility is a majoreconomic issue when repairs areperformed in a commercial setting.A conventional RWD platform likea 2003 Ford Crown Victoria pro-vides an excellent example of why

Federated Auto Parts has developedan addition to its friction offeringwith a new co-label line developedand supplied by Wagner Brake. Thenew product line is a premium offer-ing designed for professionals thatwas exclusively designed for Federat-ed members and their customers.

The line uses the highest perform-ing formulas specific to each applica-tion and includes System Synergy Technology (SST)which is an OE approach to brake design that ensures theinteraction of all brake components to provide the ulti-mate performance.

Each set of Federated Professional Premium is engi-neered and designed to match the OE pad in fit, form andfunction and uses premium formulations and shims de-signed for ultimate performance on each application.

The System Synergy Technology focuses on managingthe NVH (noise, vibration and harshness) issues throughtesting and validation of the various components used indisc pad designs. While many consider a disc brake padone component it actually consists of many different com-

ponents including backing plates, shims,hardware, along with friction material,slots and chamfers that all must be de-signed to work together to deliver ulti-mate performance.

Working with Wagner Brake experts,Federated has developed a product linethat uses OE designs and improvementsin materials and component integration,to deliver superior performance to other

aftermarket lines. The Federated Professional Premiumline provides superior braking performance, long life andquiet operation for customers who perform premiumbrake service and have a reputation for using high quali-ty brand name parts.

Federated Professional Premium brake uses an OE approach to the design process that delivers the ultimatein overall performance for the professional serviceprovider and is available exclusivelyfrom members and affiliates of Federated Auto Parts.

For more information, visitwww.federatedautoparts.com.

PRODUCT SPOTLIGHT

Federated Offers Premium Braking Performance for Today’s Vehicles


By Gary Goms, commercial accounts editorMECHANIC CONNECTION

Wiper Blades

Clearthe Way

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ce It’s obviously been a very cold and snowy winter formany of us, and one of the worst problems we can haveis discovering that a wiper blade is starting to peel awayas we’re driving down the Interstate or Expressway.

Thanks to the ultraviolet radiation present in sunlight, therubber in a wiper blade deteriorates and eventually tearswhen pulled loose from a frozen windshield. The best rec-ommendation for your retail customers is to change wiperblades at least once each year and, if they drive many win-tertime miles, to invest in a set of winter wiper bladesequipped with rubber boots that prevent the moving partsof the blade from accumulating ice.

Continued on pg. 36



When selling winter wiperblades to your retail cus-tomer, it’s important to men-tion ice scrapers, aerosolwindshield deicing com-pounds and “wet” wind-shield cleaning tissues oraerosol cleaning compoundsas an add-on sale. In my ownvehicles, I usually carry anaerosol cleaner, a small pack-age of white cleaning clothsand even a bug sponge to re-move summertime bugs fromexterior and dirt from the in-terior of the windshield. Insome cases, I carry a spare setof wiper blades just in case ablade fails when I’m caughtfar away from home.

The Wholesale Market

As for your wholesale cus-tomers, it’s easy to test wiperblades in the service by turn-ing on the windshield wash-ers and observing how wellthe wiper blade removes thewasher fluid from the wind-shield. If the blade doesn’tevenly contact the wind-shield as it travels over theglass, it will leave wet spotsand streaks. In this case, it’sbetter to replace the wholeblade assembly. If the bladechatters, the rubber in theblade has hardened due toexcessive weathering and allthat’s likely needed is a newrubber refill. And don’t for-get to check the wipermounted on the rear hatch of

MECHANIC CONNECTION

A good wiper blade should feel smooth and flexible.

If the blade feels rough or weathered, it should be replaced.

Wiper Blades continued from pg. 34



many SUVs. In many cases, thiswiper is essential for for removingroad mist drawn up from the roadsurface by square-backed vehicleslike SUVs. Remember, too, thatsome rear wipers have their ownreservoir and washer pump as-semblies that must be servicedseparately.

To ensure maximum visibility,it’s also important to check the op-eration of the windshield washers.If one side of the washer doesn’twork, a delivery hose could be bro-ken or a nozzle could be clogged. Ifthe washer system completely failsto work, the problem could be adry reservoir, bad washer pump, ablown fuse or a bad washer switch.In many cases, the reservoir hasbeen damaged by freezing water orwasher fluid, so it’s always impor-tant for a lube bay technician tocheck for leaks after refilling. Whileless expensive washer fluids workwell in summer, they can actuallyice the windshield over duringwinter time driving. For safety’s

sake, the service professionalshould always recommend washerfluids designed for sub-freezingwinter temperatures.

While we’re on the subject ofwiper blades, let’s not forgetabout checking heated wind-shields and rear glass for an un-usual accumulation of ice. Inmany cases, the windshield con-nections or operating mechanismhas failed. While rear glassheaters are usually manually con-trolled, it’s important for a servicebay technician to test them duringany routine maintenance service.Last, it’s important for your out-side sales person to recommend abasic inventory of visibility prod-ucts to his service professionals.Because wiper blades and othervisibility products are an on-de-mand item, your independent re-pair shop should have enoughwiper blades, windshield cleaningsupplies and washer fluids onhand to quickly and efficiently re-pair most visibility issues. CM

MECHANIC CONNECTION

for passenger carsand Heavy Duty

applications

Completewiper

program

Unmatched trade support

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Modern washerfluid reservoirsare often verywell hidden.After refilling,always checkfor leakingreservoirs andwasher pumphoses.

Track Talk

Trucks have gotten much truck-ier in the NASCAR CampingWorld Truck Series this year.

The 2014 race truckdesigns have undergone theultimate makeover – a newbodywork that more closelyresembles the productionvehicles they represent.

“Each manufacturer hasdesigned distinctly differenttrucks that they can use to pro-mote their showroom modelsthrough their involvement withNASCAR racing,” said RobinPemberton, NASCAR vice pres-ident of competition and rac-ing development. “It's all about

the working relationships withthe OEMs, the race teams andNASCAR to create a level play-ing field.”

Toyota Tundras, ChevroletSilverados and Ford F-150shave switched from the famil-iar, low-profile nose to muchtaller hoods featuring grilleand headlight designs thatare almost straight off the fac-tory trucks. The new frontends give the trucks a moreconventional profile than thesloped models they replace.

Above all, the new racetrucks have a unique designthat will make it easier for

fans to recognize theirfavorite model.

“The truck has a new lookthat fans can relate to withtheir own truck at home,” saidChad Little, NASCARCamping World Truck Series

managing director. “Thecompetitors have beenhappy with the new trucksand we expect to continue tohave some of the best racingin NASCAR for our fans.”

Extensive research andtesting went into the devel-opment of the new bodies,with the goal of continuedclose competition whileallowing specific featuresfrom each model.

The introduction of thenew truck bodies follows suc-cessful launches of race vehi-cles in NASCAR’s other twonational series – the Gen-6 carlast year in the NASCARSprint Cup Series and the newmuscle-style models in theNASCAR Nationwide Seriesin 2010.

“Kudos to NASCAR forallowing us to get back to the

roots of what the trucks are sup-posed to look like,” said PatDimarco, NASCAR programmanager for Ford Racing. “Theyhave vertical grilles, and that'swhat trucks are.”

Former NASCAR Sprint CupSeries champion BradKeselowski, also a team ownerin the NASCAR CampingWorld Truck Series, appreciatesthe changes.

“We need Ford to be able tohave a truck that you can lookat from the grandstands orwatch on TV and say, ‘that lookslike my brand new Ford F-150,’” explained Keselowski.“That's important for the seriesand helps us keep the serieshealthy for a long time. Thetruck series is known for put-ting on some of the best racing.I wouldn't expect that tochange one bit.”

Check out the new-looktrucks in person at a racetracknear you this season. Visitwww.nascar.com for the 2014NASCAR Camping WorldTruck Series race schedule.

NASCAR Trucks Get Showroom-Savvy Makeover for 2014

New look, same great racing: the truck body makeover means show-

room-inspired models on track for Chevrolet, Ford and Toyota.

Track to street: redesigned 2014 NASCAR Camping World Truck Series

trucks now more closely resemble the look of their street counterparts.

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


Wintertime heater opera-tion presents numerousquestions and problems.

Here are some guidelines for pro-fessional technicians to ensurethe heating efficiency of their

customers’ vehicles when theweather turns cold.

1.Verify coolant level andcondition. If the system is

low, the heater core is the first tolose coolant flow, causing a lackof heat in the passenger compart-ment. Old coolant can cause cor-rosion and scale buildup that canrestrict coolant passages and re-duce flow to or through theheater core.

2.Check the temperature ofthe engine coolant to see if

it has reached normal operatingtemperature. If the engine ther-mostat is opening prematurely,the engine temperature may notbe sufficient to heat the vehiclecabin. A scan tool can read thecoolant temperature sensor, orfor older vehicles, a digital py-rometer can be used for this test.Check the temperature of thethermostat housing to determinethe approximate opening temper-ature of the thermostat. Remem-ber, normal operating temperaturewill be 20 degrees to 25 degrees Fhigher than the temperaturestamped on the thermostat.

3.The heater core should bechecked for proper coolant

flow. Simply touch both of theheater hoses at the firewall to seeif they are hot to the touch. If onehose is hot and the other hose iscool to the touch, then the coolantsupply to the heater core is insuf-ficient to heat the cabin. Theproblem could be a closed heatercontrol valve, a defective waterpump, air in the system, coolant

TECH TIPS

Wintertime Heater Operation Guidelines

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Continued on page 54

counterman.com 41


Power Steering 101

Hydraulic power steering hasbeen standard equipmenton most vehicles for thepast several decades. Rack

and pinion steering usually needspower assist because it feels stiff andheavy without it. In recent years,electric power assisted steering isreplacing hydraulics. Electric steer-ing uses no fluids so there are nohoses, no pump, no leaks and nomaintenance. Also, power comesfrom the battery and charging sys-tem rather than a belt-driven pump,so electric steering requires lesshorsepower from the engine (for aslight gain in fuel economy and performance).

With hydraulic steering, thepump is the heart of the system. Asthe pump turns, it displaces fluidand generates pressure that flowsthough a discharge hose to the steer-ing gear. Control valves inside thesteering housing regulate how thepressure is routed to provide powerassisted steering. The extra pushprovided by the pressurized fluidreduces steering effort, which makesturning much easier at low speedsand when parking. Less steering as-sist is needed at higher speeds, somany “variable assist” PS systemshave a solenoid that reduces assistand increases effort as the vehicle’sspeed increases.

On older vehicles with “Hydro-boost” power brakes, fluid pressurefrom the PS pump also is used toprovide power-assisted braking. Onsome import applications, fluidfrom the PS pump may even beused to drive the radiator coolingfan. Power steering pumps are fairlyreliable, but like any mechanical de-vice they suffer wear over time. Thepump vanes, bushings and sealsand wear, resulting in noise, re-duced steering assist and leaks. A

loud squealing noise when turningat low speed is usually a slippingbelt, not a bad pump. Air in the flu-id can also make a pump noisy. Buta steady whine, moan or growl usu-ally indicates a failing pump. Re-duced power assist, especially whena cold vehicle is first started, usuallyindicates wear in the control valvesin the steering unit, not a bad pump.

Leaks can occur anywhere in thesystem, including the discharge andreturn hoses, the pump shaft sealand the steering gear. If the pump isleaking, it needs to be replaced.

The PS pump is usually mountedon the front of the engine, and is rel-atively simple to replace on mostapplications (though access may belimited with many transverse-mounted V6 engines). Regardless ofmileage, the old fluid should alwaysbe drained from the system and re-placed with new. The additives andcorrosion inhibitors in old fluid isoften depleted, and the fluid maycontain dirt and abrasives that coulddamage the new pump. Most newand remanufactured power steeringpump warranties require the fluid tobe changed. Any leaks also shouldbe repaired at this time.

On high-mileage vehicles, both PShoses should also be replaced alongwith the drive belt. On engines withserpentine belts, the automatic ten-sion also should be inspected tomake sure it is working properlyand capable of maintaining properbelt tension (if not, it also needs tobe replaced).

The type of PS fluid that is re-quired will vary with the applica-tion. Using a fluid that does notmeet the OEM requirements maycause problems or failures, so al-ways refer to the PS fluid require-ments in the owner’s manual orservice literature. CM

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By Mary DellaValle

ACleveland, Ohio, native, Dan Freeman’s career began in 1964working with his father who was in the wholesale/retail tirebusiness, leasing space in a large discount store and selling pas-senger and truck tires. After college, Freeman’s father asked him

to become his partner and help expand the business. And expand they did,opening a second and third location. By this time, they had broadened theiroffering from selling only tires, to selling accessories and appearance prod-ucts as well. In the late 1960s, muscle cars and high performance were allthe rage, so they added speed equipment to their offering. And then, thenext step was adding replacement auto parts in the 1970s.


Fast-forward 50 years, and Freeman, who’s been atthe helm of Automotive Parts Associates (APA) for 25years, looks back on his storied and successful career,and looks forward to giving back to the industry inhis retirement that began March 1.

March begins a new era in APA’s history: GaryMartin became the third president and CEO of APA.Martin is a veteran of two decades at CARDONE Industries prior to his hire at APA in Feb-ruary 2013. The year-long transition is now complete.

What was your affiliation with AI Automotive in

the 1980s? Was this the beginning of your career

in the aftermarket?

I developed a startup company, Seagate AutomotiveDistribution Co. It was a private brand packagingcompany of replacement auto parts.

The warehouse was located in downtown Cleve-land and we serviced northeastern Ohio, westernPennsylvania and a portion of Michigan. The conceptwas such that I purchased in bulk from expediters(co-man) and OE Tier One suppliers. This allowed usto purchase at pricing considerably below WD cost.

Seagate was sold to AI Automotive (whose parentcompany was located in Kuwait; a Fortune 500 com-pany that was privately owned by one family).

We had a series of meetings to develop a strategic re-lationship where Seagate would supply the AI ware-houses with private label products to distribute to theircompany-owned stores and affiliates. At this point, AI

NEWS EXTRA

Interview with Dan Freeman, APA president

Dan Freeman, industry veteran of 50 years, takes alook back and a look ahead.Exclusive Interview with Counterman magazine.

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was starting to aggressively acquirelarge WDs, growing at fast pace.The strategy was to have Seagate be-come the import/export packagingarm of AI Automotive. A buy/sellagreement was executed and Sea-gate was renamed Resource Auto-motive Products, and was moved toNew Orleans to supply the 26 com-pany-owned AI warehouses and theindependent Bumper-to-BumperWDs. I headed up the project as thepresident of that division.

Describe how your role has evolved

from your early days with APA to

what it is today.

In the late ‘80s, AI Automotive be-gan selling off the warehouses andI started to look for a new chal-lenge. In 1989, I joined AutomotiveParts Associates (APA) as its na-tional sales manager. APA had an

intriguing business concept; itwanted to develop a private brandof replacement auto parts for itsmember warehouses. The brandwould be Quality Auto Parts and anational sales force, performing allthe functions of a factory sales rep,would support the pull-though atthe jobber and installer level.

We negotiated a commission fromthe manufacturer for performing thesales function paid to Quality SalesCo., a division of APA. This becamea profit center. Quality Sales Co.would train a salesperson from eachmember warehouse that supportedthe product lines and paid a com-mission to the warehouse. We nowhad a national sales rep group thatmade dealer calls, changeovers, han-dled defects and performed allfacets of a national brand directsalesperson.

At this time, APA was a privatelyheld company. In 1995, APA becamemember-owned and our directionchanged to a more of a traditionalgroup and the Quality Sales Co. wasdiscontinued. In 1999, I becamepresident and CEO of APA.

With you at the helm, discuss APA’s

growth through the years, and what

programs, initiatives and strategies

were responsible for taking the

group to the next level.

We began to look for a niche, some-thing overlooked by other groups.We discovered though our affilia-tion with Bosch that import spe-cialists were ignored by theprogram groups because theirproduct mix was different and theybuy different brands than tradi-tional WDs (they want to buy fromthe OEMs), and nobody knew howto deal with them.

So, we set out to discover theneeds and wants of import special-ists. APA began to add the key im-port lines to our traditionaldomestic brands. At the same time,the foreign nameplates were gath-ering traction in vehicle sales andthe brands we had recently en-dorsed were OE on these models.Now our members were “first-to-market” with these brands and wenow had a unique story to tell;something different to attract newmembers.

Another factor that differentiatesAPA from other groups: We’ve de-veloped an incentive trip for ourmembers’ customers, now in our15th year, and have had as many as800 installers on these trips. The firstweek of February was APA’s SunSplash 2014 Hawaiian Cruise. CM


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Read the Dan Freemaninterview in its entirety

by going to http://goo.gl/GtQIgg



Growth through acquisitions haslong been a staple of the autoparts industry. Several years ago,I heard an industry veteran talk

about greenfields and brownfields asmetaphors for expanding into new “green”locations or acquiring an existing “brown”location. I have tried to keep track of ourindustry’s preference on this, and weclearly love brown; occurring right now isperhaps the biggest brown expansion ever,as the folks from Advance Auto Parts,CARQUEST and WORLDPAC figure out away to become one unified entity.

While these brownfield expansions havebeen the norm for growth for years, we stillsee many small independent businessesfiguring out a way to grow within the con-fines of their own structures. Whenwe look at our customer base, westill see several of these businesses,such as jobbers and repair shopsthat should not be able to existnext to some of our industry’sbehemoths, but somehow do(thankfully)! They aresurvivors, figuringout a way todifferentiatethemselves bypresenting aunique valueproposition totheir customers thatmakes them relevant.These businesses achievegrowth through several differentstrategies like providing a better,more personalized experience, bet-

COUNTER-TECHBy Mandy Aguilar

Home-Grown eCommerce

ter pricing, higher product knowledge, etc.Interestingly enough, a few of them havefigured out how to leverage existing low-cost technology in order to stay ahead ofmost competitors.

I have always had the utmost respect forcustomers who thrive in the face of compe-tition, especially those who figure sometechy way of changing their position in themarket. I have a track record of supportingthese businesses, and not surprisingly theyhave taught us a thing or two in returnabout how to stay relevant in the face ofcompetition.

Case in point: let’s look at a small jobberin the coastal town of Aguada on PuertoRico’s Western coast. Just a few years ago,this jobber walked into my office and said

he needed a little help translatingsome things for eBay. I was happy tohelp, but felt the whole eBay thingwas way over his head. Still, we satnext to each other by my computerand plowed through his request. The

customer walked away grate-ful for my help and told

me he will soontriple his pur-chases from us when his “e-Commerce

exploded.”Low and behold, his

business started to growquickly. Due to his salesgrowth on eBay, his brickand mortar business

soon grew as well. A

■ ■ ■

Visit Mandy’s blog: www.mandyaguilar.com

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

The Parts House.

Continued on page 52

While thesebrownfieldexpansions havebeen the normfor growth foryears, we stillsee many smallindependentbusinessesfiguring out away to growwithin theconfines of theirown structure.


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In Counterman magazine we preach, teachand repeat the words of training. Everymonth, one of our columnists preachesand teaches the importance of training. It

is inevitable that I get several questionsabout it. However, the reoccurring theme is,(sarcastically I might add): “Now just wheream I supposed to go to get that training?”

I often wonder the same thing. The an-swer is the same each day though — do ityourself. Recently in my studies, I ranacross a name that I had forgotten and hadnot read in many moons: Jim Rohn.

Jim Rohn is best known, in self-help cir-cles, as a wordsmith. Jim was focused onthe fundamentals of human behavior thatmost affect personal and business perform-ance and many believe he set the standardto which those who seek to teach and in-spire should aspire to be. In my study of hisworks I found this quote, “Formal educa-tion will make you a living; self-educationwill make you a fortune.”

Self-Education: the Gerald Wheelus defini-tion is get off your lazy butt and study thosethings which you did not understand fromthe day’s events. Most everyone has access tothe Web, so the answers to the questions areout there. You just have to be disciplinedenough to go find them. I am not naiveenough to believe that everyone will make afortune in monetary terms, however, knowl-edge will help to make you indispensable.

KEEPING IT SIMPLEBy Gerald Wheelus

Yes! Another Training ArticleOne of the most frequent questions we as vet-erans of the parts business get is, “Why dothey always ask for you?” The answer is simple, really: knowledge.

The customer knows that we veteransknow the answers or more importantly,where to find the answers. So much of whatwe do simply cannot be formally taught in aclassroom. We have to learn things as we go.We go through our antiquated books thatwe are so anal about keeping, we call otherstore managers, store personnel, the techline on the back of that book or we gothrough YouTube for an educational videoor use the Internet to search what others aredoing to solve problems.

John Rohn left this earth leaving us quota-tions that we can use not only in everydaylife, but business as well:

Skills: Don’t wish it were easier; wishyou were better. Don’t wish for less prob-lems; wish for more skills. Don’t wish forless challenges; wish for more wisdom.

Growth: Don’t join an easy crowd. Youwon’t grow. Go where the expectations andthe demands to perform and achieve arehigh.

Change: We generally change ourselvesfor one of two reasons: inspiration or des-peration.

Activity: The few who do are the envy ofthe many who watch.

Success: Success is what you attract bythe person you become.

Everyone who is serious about the partsbusiness now knows the secret to training— self-education, right? No single personcan teach you the ins and outs of our cho-sen profession however, you can be the dif-ference in you own life.

My favorite saying to my kids is this: “You are the only person you cancontrol.”

Now, educational opportunities are allaround you. We carry a computer in ourpockets that has all the answers to allour questions. We really have no moreexcuses for not having been trained inour jobs. CM

Gerald Wheelus isgeneral manager of

Edgewood Auto Parts,Edgewood, Texas.

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Self-Education:the GeraldWheelusdefinition is getoff your lazybutt and studythose thingswhich you didnot understandfrom the day’sevents.


few months later, he came back say-ing he needed help with shippingparts directly to his customers. Me,shipping to your customers? I guesswe both trusted each other (or wereboth dumb enough to try just aboutanything to sell more parts). With-out either of us knowing it at thetime, we were both embarking in ahome-grown fulfillment businessthat resembles the elaborate set-upswe find today at many e-Commercegiants.

Together, we figured out that ifwe just shipped his orders directlyto his customers we could increasespeed-to-market while improvinghis level of service. We were well-versed at shipping to our own cus-tomers, so adding his orderscreated very little additional workfor our guys. So the actual work-flow of shipping the parts was easy

— what we really needed was away to automate the process whileeliminating points of friction.

That’s when he realized that allthe data we needed was being gen-erated by his payment processcompany: PayPal. You see, everytransaction he had from eBay waspaid by a customer using PayPal.PayPal is a worldwide e-Com-merce business that connects buy-ers and sellers through processingpayments and money transfersmade online. Every time a pay-ment is processed the buyer andseller exchange data, such as in-voices, shipping info, product de-scriptions and more. All the datawe needed to fulfill his orders wasalready on the PayPal transactionfile. We engaged each other usingthis data and instantly, an automat-ed e-Commerce fulfillment plat-form was born that, to this day,

generates thousands of dollars inmonthly sales. Our customer holdsless inventory, we never spent apenny on software development byusing PayPal’s own tools, and he isnow selling parts all over theworld out of his little store inAguada. Oh, and yes, he did triplehis purchases from us!

When I look back at this littlehome-grown experiment, it fills mewith hope that businesses, andmoreso business owners, will finda way to survive if they tap into ex-isting technology. In this case, Pay-Pal’s platform was key inexchanging not only the funds topay for the transactions, but thedata for channel partners to effi-ciently engage their business (allwith zero software developingcost). Tools like this will ensuresurvival for all who are ready topursue them. CM


COUNTER-TECH

Continued from page 46

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 PageAdvance Auto Parts 1ADVICS 45Airtex Cover, 8, 9Anco 34, 35APA Management Group 43Automotive Service Equipment 54Rislone 44Raybestos Brakes 11Clear Plus 38Clore Automotive 53Exxon Mobil Cover 4Federal Process Corp. 41Federated Auto Parts 3, 33GAAS 51Gabriel 21GMB North America Cover 3Intermotor 5

KYB Americas Corp. Cover 2Lisle Corp. 40NGK Spark Plugs 29NUCAP Industries 12, 18, 50Packard Industries 42PayPal 47Raybestos Chassis Products 32LuK 26K-Seal 10Lubegard 14, 15Litens 20TechSmart 19Trico Products 37TYC/Genera Corp. 55Walker Products Inc. 31XRF Inc. 7Zep Inc. 25

counterman.com 53

Webster’s defines a name as: aword or phrase that constitutesthe distinctive designation of aperson or thing.

Seems simple enough. It’s what we getcalled or what we call ourselves. Hopefully, it’ssomething instantly recognizable. Over time,names tend to go in and out of favor and newones are created. I think we have seen much ofthat over the past 10 years or so.

Recently, we here at Babcox Media werefortunate enough to have Kathleen Schmatz,president and CEO of the Automotive After-market Industry Association (AAIA), alongwith Richard White of AAIA, in to discusssome very exciting news for our industry.The AAIA is becoming the Auto Care Asso-ciation. Obviously absent from the newname is the word “aftermarket.” The termaftermarket has been around this businessfor a long time. The trouble is, for those out-side our industry, it is very confusing. It real-ly does not define what goes on here or themagnitude of our industry’s importance.

Why do we carewhat people out-side our worldthink of us? Be-cause manythings, includingWashington, affectour day-to-day ac-tivities and ourlivelihoods. AAIArecently represent-ed our industry inthe landmarkRight to Repairdecision that willallow all of us tocompete on a levelplaying field. TheBe Car CareAware initiative isanother effort tobring our industryinto the public eyewhile stressing the

FROM THE PUBLISHERBy S. Scott Shriber

What’s In A Name?importance of vehicle maintenance. We are avital part of our country’s individual trans-portation independence and it needs to beprotected on a regular basis.

Another reason to keep the auto care indus-try at the forefront is to constantly attract qual-ified workers to jobs in our sector. It isestimated that at any given time, we have300,000 jobs that need to be filled in our space.Those jobs vary in scope from highly trainedskilled to professionals and everything in-be-tween. We need the best and brightest to beinterested in our space to ensure we stay com-petitive and jobs stay here.

Changing a name on paper is a verystraightforward action. Changing a percep-tion of an industry at the same time is atremendous undertaking. Please visit autocare.org to find out more about this initia-tive and all that is going on to support thisgreat industry of ours. CM

■ ■ ■

For more information: www.counterman.com


The AAIA isbecoming theAuto CareAssociation.

system restriction or a cloggedheater core.

4.If both heater hoses feelequally hot, then the most

likely problem is the temperatureblend door not allowing air topass over the heater core. Followthe manufacturer’s procedure totest and adjust the blend door. An-other problem that could occur isa bypassing heater core. Some coredesigns have a separator plate inthe tank between the two pipe fit-tings. The separator plate canerode away, allowing coolant toflow from the inlet pipe to the out-let pipe without passing throughthe core.

5.If an air pocket develops inthe heater core, coolant will

not circulate through the core.Check the manufacturer’s recom-mended air bleeding procedure.The technicians also may be ableto bleed the air from the systemby using a cooling system pres-sure tester to lightly pressurizethe cooling system. Loosen oneof the clamps and hose at theheater core but do not removethe hose. Lightly pressurize thecoolant system, allowing thetrapped air to leave the systemvia the loosened hose. Whencoolant starts to leak from theheater core fitting, re-tighten theclamp.

6.At times the heater coremay have a buildup of sedi-

ment, which interferes with itsability to be a heat exchange unit.Flush the core and re-test.

7.Remember, an 85 degrees to100 degrees F increase from

ambient temperature is the nor-mal operating range of theheater. If the ambient tempera-ture is zero degrees, then the ex-pected duct temperature shouldbe about 90 degrees F.


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TECH TIPS

For more information,visit www.4s.com.

Heater continued from page 40



Today, we hear about and experiencepoor customer service and the occa-sional bad attitude in many busi-ness sectors, whether it is a grumpy

ticket-taker at the local movie theater or asalesperson exhibiting an unnecessary atti-tude when asked a simple question.Although this may not be evident in everytransaction, it is noticeable in today’s busi-ness climate.

We have recently noticed a trend of com-panies re-evaluating their customer servicepolicies with an eye toward improving theoverall customer shopping experience. Youcan tell when things have changed in a busi-ness or new training has been given simplyby the way you are treated.

So who plays the most important role/ isthe best ambassador for your organization?

We would expect the president/CEO/owner to be the absolute ambassador forour company and arguably, this is generallythe case. But how many daily customersdoes this person actually come in contactwith? Usually not that many, as their role isto run the company. How about our outsidesales rep? This person comes into contactwith customers all day long. Our sales repshould have the training to be polite andcourteous as they navigate through eachcustomer’s needs. It certainly is not easydealing with the never-ending issues in to-day’s competitive marketplace. However,our sales rep can only see the customer onceevery week or two so this contact is spo-radic at best.

As a counter professional, we certainlyspeak to our customers all day long. Manytimes we will speak with the same customermultiple times a day. When was the lasttime we had a booster shot for our commu-nication skills? Sometimes this is necessary

By Allen Markowitz & Allan Gerber

Who Is The Best AmbassadorFor Your Business?

in today’s digital workplace. Counter pro-fessionals are right on the front lines of deal-ing with the customer. Many of us havebeen doing this extremely well for manyyears and are excellent ambassadors for ourbusiness, but the business and customersare changing.

Let’s move on to our delivery people —the hot shot and route drivers. These peoplesee our customers every day, often manytimes every day. Unfortunately, at times,they are the ones who get (and take) the firefrom a customer, especially when deliveringa part that is incorrect. Do they have thetraining to handle this?

Most delivery personnel are trained in thebasics — to check that the order is complete,verify the delivery route is correct and thebasic knowledge of how to fill out a returnslip. I do not belittle this job at all. I actuallyfeel this is where an opportunity lies toshow our customers just how good we are.These are the company ambassadors whoour customers directly interact with face-to-face every day. Our delivery personnel canactually make, break or improve the rela-tionship with our customer.

How many times is a phone call negativeabout a driver? They brought the wrongparts, did not have any return slips in thetruck, were simply rude or did not care?Perhaps a bit of training regarding companyexpectations would alleviate some of theseissues.

So where does this leave us with regardto the ambassadors of our company? Ifyou have not figured it out by now, everyperson in every role plays their part inrepresenting the business. No single play-er is so important that we can overlookthe rest.

Being in business is a team effort. CM

You can tellwhen thingshave changed ina business ornew traininghas been givensimply by theway you aretreated.

■ ■ ■

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, March 2014