Counterman, November 2012

● Shocks And Struts Don’t Sell Themselves ● Enter Quest for Cash, Page 53

Novembe r 2012

Cashon the

CounterKeep customers happy, increase

sales with fuel pump add-ons.

counterman.com/ASAP for reader service


Tech Feature ................................................28By Larry CarleyShocks and struts don’t sell themselves.

Mechanic Connection ........................34By Gary Goms.Fuel pump add-on sales: Some common over-sights in selling fuel pumps and related parts.

Tech Feature ................................................46By Andrew MarkelInterpreting brake pad terminology.

COUNTERMAN (ISSN 0739-3695) (November 2012 Volume 30, Number 11): Copyright 2012 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......................................................8Have money. No product.

Keeping It Simple By Gerald Wheelus ..........................42Imperfections are part of life.

Allen & Allan By Allen Markowitz and Allan Gerber ........50Where do we go from here?

Counter-tech By Mandy Aguilar ........................................44You sell boxes of what?

features

46

28

34

columns

2 November 2012 | Counterman

NovemberVolume 30, No. 10

INSIDE

Counterman’s

pg. 53



departmentsMarketPlace ....................................................................................................12Every month, MarketPlace showcases the newest automotive prod-uct and service innovations your customers are asking about!

Aftermarket News ....................................................................................14Aftermarket News presents news, views and analysis of currenttrends and events in aftermarket distribution.

NASCAR Performance ..........................................................................40This monthly special section takes you behind the scenes of thisfast-growing sport.

Classifieds..........................................................................................54,55

ADVERTISING SALES REPRESENTATIVES

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

Bill Babcox [email protected], ext. 217

PUBLISHER:S. Scott [email protected], ext. 229

SALES REPRESENTA-TIVES:Dean Martin [email protected], ext. 225

Jim [email protected], ext. 280

Roberto [email protected], ext. 233

Glenn [email protected], ext. 212

Sean [email protected], ext. 206

John [email protected]

CLASSIFIED SALES:Tom [email protected], ext. 224


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

G R A P H I C D E S I G NLisa DiPaolo, Graphic Designer330-670-1234 , Ext. [email protected]

A D V E R T I S I N G S E R V I C E STina PurnellAdvertising Services Manager330-670-1234 , Ext. [email protected]

C I R C U L A T I O N S E R V I C E SBrad Mitchell, Director of eMedia & Audience Development330-670-1234 , Ext. [email protected]

Pat Robinson, Circulation Manager330-670-1234, Ext. [email protected]

Ellen Mays, Circulation Specialist330-670-1234, Ext. [email protected]

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

Edward S. Babcox (1885-1970)Founder

Tom B. Babcox (1919-1995)Chairman

Founded 1983. Copyright 2012Babcox 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

56


Ihave a friend who bought a new devicerecently. It’s not important what thedevice is, but you’ll probably readbetween the lines. The device, made by a hot gadget-, com-

puter- and phone-maker, came as a bit of asurprise to consumers. Unlike other gadg-ets that were announced during previousmega-events, this one kind of snuck in theback door. Besides surprising consumerswith very little fanfare, the non-eventfulannouncement also surprised makers ofcases and other accessories that like to timetheir time-to-market with the unveiling ofthe gadget.

So, with gadget in-hand on the day itcame out, he had nothing to wrap it in. Noone, I mean, no one, had a case ready for it.It appears it came as such a surprise thatno accessory-maker had a product in thepipeline. So it was an agonizing 48 hours— yes, that’s an eternity anymore — until a

halfway suitable case appeared onAmazon.com. So he snagged the first

thing. And he snagged it fullyknowing he would need to buy amore formidable case — whenev-er that case was unveiled. So, it’sbeen more than two weeks now

and coverage for this particu-lar device is still lack-

ing — very lacking. What’s my

point? There’snothing moreagonizingthan needingor wanting

somethingand youcan’t have

EDITOR’S INKBy Mark Phillips

Have Money. Need Product.access to it. Here he was, money ready in-hand, eagerly wanting to spend it but notbeing able to buy what he wanted.

When my friend relayed his woes, I wasreminded of the famous scene from “Glen-garry Glen Ross” where a hot-shot sales-man played by Alec Baldwin, is brought into berate a group of salesmen whose num-bers were sagging:

“Get out there. You got the prospectscoming in. You think they came in to getout of the rain? A guy don’t walk on the lotlest he wants to buy. They’re sitting outthere, waiting to give you their money.”

Think Now About Counter Professional

of the Year

Having just gotten back recently fromAAPEX, and having taken part in severalevents related to Counterman’s 27th annualCounter Professional of the Year award pro-gram, you’d think we’d rest. But we can’t.

We’ve already begun taking submissionsfor the 2013 Counter Professional of the Yearaward. You can nominate yourself or some-one else. And you’ll need some information,including the nominee’s eight-digit ASEidentification number, among other things.

Be prepared to answer a few questions,which include (and take your time. There’sno hurry):

•Why do you feel you (or the nominee)should be the Counter Professional of theYear?

•What strides have you (or the nominee)made in your career to better yourself as aparts professional?

•What are the three biggest issues facingthe automotive aftermarket today, in youropinion?

We’re taking submissions until July 1,2013. Good luck! CM

What’s mypoint? There’snothing moreagonizing thanneeding orwantingsomething andyou can’t haveaccess to it.

■ ■ ■

For more information: www.counterman.com



MaxDry STL Steel-CarrierIntake Manifold Gaskets

Magnum Gaskets offersMaxDry STL steel-carriergaskets for the most de-manding intake manifold ap-plications. They featuresuper-premium FKM syn-thetic rubber, precision-molded ontocorrosion-resistant alu-minized steel carriers. Theyoffer maximum protectionfrom exposure to harshchemical environments andextreme operating condi-tions, including extended-lifeanti-freeze, known as OAT(Organic Acid Technology)coolants.MAGNUM GASKETS, AN MSIBRAND

WIZARDS Introduces Nano-Technology Spray Wax

WIZARDS Products is proud to announce the addition of MYSTIC SPRAYWAX (Part No. 01235) to pump up the company’s ever-growing line of superiorprofessional detailing and finishing products. Developed to be more compatiblewith today’s advanced clear coats, MYSTIC SPRAY WAX performs excellent onall paint types providing an instant bond with incredible gloss and depth,wash after wash. This easy application spray eliminates hazing andwhite filmy residues. In addition to giving you a showroom shine,MYSTIC SPRAY WAX can be used on any hard surface includingglass, chrome, polycarbonate, fiberglass, gel-coat, plastics and rubbertrim, to safely remove dust, bugs, bird droppings, road grime, oilyfingerprints and light water spotting. WIZARDS PRODUCTS

CRC Industries Launches New AftermarketTop Engine Cleaner

CRC Industries has introduced the newCRC TOP ENGINE CLEANER, an after-

market top end cleaner available forprofessional automotive techniciansand do-it-yourselfers. Using the at-tached extension tube, CRC Top En-gine Cleaner is sprayed directly intothe throttle body while the engine isidling at around 2,000 RPMs. Oncethe entire can has been dispensed,the engine should be turned off andthe chemical allowed to heat-soakfor 15 to 20 minutes. When the en-gine is restarted, the vehicle will dis-pel white smoke through theexhaust. The vehicle should be driv-en until that white smoke disap-pears, CRC says. For the best results,CRC recommends users change theoil and oil filter after running a topengine cleaner through the engine.

CRC INDUSTRIES

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

counterman.com 13

20 New Delphi Ignition Coils Introduced

Delphi has introduced 20 new ignition coils that cover more than 6.4 million North AmericanFord, Hyundai, Volkswagen, Toyota, Audi, Daewoo, GM, KIA, Suzuki and Mazda vehiclesfrom 1985 to present. Delphi ignition coils are designed to operate as part of an integral enginemanagement system to insert power into spark plugs and ensure fast starts, consistent engineperformance and optimized fuel efficiency, according to the company. The new part numbersinclude: GN10275, GN10277, GN10280, GN10281, GN10282, GN10285, GN10286, GN10287,GN10288, GN10290, GN10292, GN10294, GN10296, GN10298, GN10299, GN10300, GN10301,GN10302, GN10303 and GN10307. Inventory will be available the fourth quarter of 2012.DELPHI

Introducing Exide Edge Flat Plate AGMBatteries with SureLife Graphite Technology

Exide Edge is the first and only absorbed glass mat(AGM) battery* that features SureLife Graphite Tech-nology to maximize available energy capacity – help-ing batteries perform at higher levels longer.Designed for today’s active families and busy profes-sionals, Exide Edge provides more protection againstbattery failure; helping vehicles stay strong and per-form like new. Starts Like New. Stays Like NewLonger. *Among leading competitorsEXIDE

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

Bar’s Leaks ‘Concentrates’ on Stopping Oil,Transmission & Steering Leaks

Because of its focus on keeping costs low for cus-tomers, Bar’s Leaks has concentrated several of itsleading products, reducing the amount of non-essen-tial ingredients and shrinking package sizes. As a re-sult, Bar’s Leaks introduces Engine Oil Stop LeakConcentrate (p/n 1010), Transmission Stop LeakConcentrate (p/n 1420) and Power Steering StopLeak Concentrate (p/n 1630) in new 11 oz. bottles.

Concentrates aremade in the

U.S.A. Their la-bels includedirections inboth Englishand Spanish.BAR’S LEAKS


Becky was well-known andrespected for her contributions

to the industry and mademany friends among

aftermarket professionalsduring her years of service.

AKRON, Ohio – Babcox Media is saddened to announce thepassing of Mary Rebecca “Becky” Babcox, a longtime auto-motive aftermarket industry veteran. Becky died peacefullyon Oct. 15, 2012, in Akron, Ohio, after a long battle with Mul-tiple System Atrophy (MSA). She was 60 years old.

For many years, Becky was co-owner of Babcox Media,along with her brother, Bill Babcox. Together, they were thethird generation of the Babcox family to run the companyfounded by their grandfather, Edward S. Babcox in 1920.Becky retired from the company in 2006, after nearly 30 yearsin the business. She was named “Woman of the Year” by theCar Care Council Women’s Board that same year.

In addition to serving as Corporate Secretary of Babcox,Becky was Publisher of Automotive Rebuilder magazine,known today as Engine Builder magazine. She was an activeparticipant in the rebuilding industry, serving as a boardmember of the Production Engine Remanufacturers Associa-tion (PERA) and numerous other aftermarket associations, in-cluding the Engine Builders Association (AERA), theAutomotive Parts Remanufacturers Association (APRA) andthe Car Care Council Women’s Board.

Becky was well-known and respected for her contributionsto the industry and made many friends among aftermarketprofessionals during her years of service. With her warm andfriendly nature, Becky couldn’t walk down the aisles at tradeshows without receiving abundant hellos from admiring in-dustry peers. All those who knew her would say her generos-ity was unmatched. She lived life with a positive attitude andeven in the end stages of life never relinquished her charac-teristic grace and humility.

In addition to her significant career accomplishments,Becky served her beloved Akron, Ohio, community by givingtime and energy to Goodwill Industries, Planned Parenthood,Junior League of Akron, The Akron Garden Club, Old TrailSchool, and many others.

Becky was a graduate of Emory University and receivedher MBA from The Ohio State University. She is survived byher son, Rob.

AFTERMARKET NEWS

Longtime Babcox Media Executive Becky Babcox Passes Away

f



LONG BEACH, Calif. – DENSOSales California has announced thelaunch of its Extreme 5x5x5 Starterand Alternator program, whichruns through Dec. 31. This specialprogram, available to DENSO FirstTime Fit authorized distributors,offers unique terms and incentivesto warehouse distributors, counterpros and technicians, the companysays.

“The Extreme 5x5x5 programprovides an excellent opportunityfor our customers to take advan-tage of excellent pricing andterms,” said John Doran, seniormanager, product managementgroup. “DENSO starters and alter-nators feature industry-leadingquality and value.”

DENSO now offers an additional40 starter and alternator part num-

bers for many late model importand domestic models. For detailsabout the Extreme 5x5x5 program,contact your local DENSO repre-sentative.

AFTERMARKET NEWS

What vehicle MODEL does thispicture represent? If you thinkyou know the answer, go towww.counterman.com andclick “Guess the Car” on thenav bar. Submit your answerand contact information. Awinner will be randomlyselected by the Countermanstaff from all correct answers.The deadline to enter is Dec 12.The winner’s name will appearin the next issue. Stay tuned!

Genesis (Hyundai)

Congrats to Anthony Sparacino,Aurora, Colo.

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

Guess the Car / Win $50!

#58

#57

She’s my sis!

DENSO Sales California Launches Extreme 5x5x5 Starter And Alternator Program

Aftermarket DIY Consumers Shop At MultipleRetailers For Automotive Purchases, NPD FindsHOUSTON — Automotive do-it-yourself (DIY) consumers appear tospread the wealth around to multiple retailers when it comes to maintain-ing, accessorizing, repairing and cleaning their vehicles, according to newresearch from The NPD Group. Recent NPD automotive aftermarket re-search finds that only 37 percent of consumers rely on the same retailer forall of their automotive product needs, almost half of DIY consumers shopat two or three different retailers, and 14 percent shop at many retailers.

The top four attributes that DIY consumers said were “very important”to them are, in rank order: knowledgeable workers, items in stock, valuefor the money, and quality. That’s according to a recent aftermarket retailstudy, which covers 18 attributes important to consumers during theshopping experience.

Rhode Island-based maker of bat-tery testers, sensors and monitorsArgus Analyzers announced on Oct. 12 that the company hasceased operations.

Argus AnalyzersCloses Its Doors


MIAMI, Fla. – National Perform-ance Warehouse (NPW) announcedthat its acquisition of Sacramento,Calif.-based Motor Warehouse isnow complete. As of Oct. 8, MotorWarehouse became NPW’s ninthlocation.

In business since 1933, MotorWarehouse has specialized in en-gine components and is known forits knowledge and expertise whenit comes to parts and tech supportfor gas and diesel engines. Thecompany’s expertise ranges fromthe newest powertrains installed intoday’s cars and trucks to motorsdating back to Henry Ford’s ModelT. Motor Warehouse will maintainits current staff and management.

Larry Pacey, NPW’s presidentand CEO, commented, “The Motor

Warehouse operation helps us so-lidify our traditional parts selec-tion, adds to our performanceniche and opens up the restoration

and classic vehicle area for us. Wefeel that with our product mix andthe uniqueness we can offer thatjobbers, automotive chains andother related outlets will realize thevalue in having a relationship withour company.”


cou

nte

rman

.co

m/A

SA

P f

or

read

er s

ervi

ce

AFTERMARKET NEWS

NPW’s Acquisition Of Motor Warehouse Now Complete

Fuse5 Introduces Cloud-Based Technology Designed For The AftermarketCORALVILLE, Iowa – Green TeamTechnologies announced that it hasdeveloped what the companyclaims to be among the industry’sfirst cloud-based solutions for theautomotive aftermarket, calledFuse5.

Fuse5 is a complete businessmanagement system and enter-prise resource planning tool. Theproduct allows customers to im-prove their inventory efficiency,

forecasting, price-points, salesstrategies and more, all adding toincreased profitability, according toGreen Team Technologies.

“Utilizing the same technologyas Google and Facebook, Fuse5 isable to provide our customers withflexibility and functionality that isnot, and never will be, availablewith current on-site server-basedsystems,” said Gabe Davis, CEO ofGreen Team Technologies.


ATLANTA – Genuine Parts Co.(GPC) reported record sales andearnings for the third quarter andnine months ended Sept. 30, 2012.Thomas Gallagher, chairman and

CEO, announced today that salestotaling $3.4 billion were up 3 per-cent compared to the third quarterof 2011. Net income for the quarterwas $172.9 million, an increase of

14 percent from $151.8 millionrecorded in the same period of theprevious year. Earnings per shareon a diluted basis were $1.11, up14 percent compared to 97 centsfor the third quarter last year.

For the nine months ended Sept.30, 2012, sales totaled $9.9 billion,up 5 percent compared to the sameperiod in 2011. Net income for thenine months was $487.8 million,an increase of 13 percent from$430.2 million recorded in the pre-vious year. Earnings per share on adiluted basis were $3.11, up 14 per-cent compared to $2.72 for thesame period last year.

In review of the quarter, Gal-lagher commented, “We arepleased to report another quarterof record sales and earnings forGenuine Parts Co. After adjustingour sales results for one less sellingday in the current quarter, totalsales increased 4 percent from thethird quarter of 2011. The Automo-tive Group reported a 2.5 percentsales increase and adjusted for theselling days, automotive saleswere up 4 percent.


cou

nte

rman

.co

m/A

SA

P f

or

read

er s

ervi

ce

AFTERMARKET NEWS

GPC Reports Record Sales And Earnings For The Third Quarter

FleetPride Sold To Private Investment Firm

THE WOODLANDS, Texas – FleetPride Inc., one of the nation’s largest re-tailers of heavy-duty truck and trailer parts, owned by Investcorp, hasbeen sold to private investment firm TPG.

The transaction is expected to close in the fourth quarter of 2012 and issubject to customary conditions, including receipt of applicable regulatoryapprovals. Terms were not disclosed.

“We are extremely excited to enter the next phase of our growth strategywith TPG and I am very proud of the teamwork and effort our FleetPride em-ployees across the country have demonstrated in the execution of this strat-egy,” said W.M. McGee, chairman and CEO of FleetPride. “We welcome ournew partner who shares our commitment to superior customer service andcontinued growth in the markets that are essential for the country’s econom-ic stability. TPG’s vision for expansion through acquisition and greenfield op-portunities will enable FleetPride to better serve our existing customers aswe aggressively grow our national footprint.”

“As the leading independent distributor of aftermarket truck and trailerparts in North America, FleetPride has a strong reputation for its broad in-ventory, parts availability and customer service,” said Kevin Burns, partnerat TPG. “The company has demonstrated an impressive track record ofgrowth, which we hope to continue to support in the future.”


BETHESDA, Md. – The AutomotiveAftermarket Industry Association(AAIA) has announced the recipi-ents of its 2012 Head of the ClassAward, honoring six aftermarketcompanies. The award is adminis-tered by the AAIA Education Com-mittee on behalf of the association,and was created to highlight andrecognize companies that continual-ly invest in employee education andtraining and to promote the valueand benefit that this investment pro-vides to the employees and theircompanies, as well as the entire af-termarket industry.

The 2012 winners, designated byaftermarket category, are:● Manufacturer (Large):The Timken

Co., Canton, Ohio● Manufacturer (Mid-Size): Gold

Eagle Co., Chicago, Ill.● Warehouse Distributor: Automo-

tive Parts Headquarters, St. Cloud,Minn.

● Jobber (Education/Training of Em-

ployees of Company Owned

Stores): Crow-Burlingame Co., Little Rock, Ark.

● Retail: VIP-Parts, Tires & Service,Lewiston, Maine

● Repair Shop: Gustafson’s AutoClinic, Inc./Tirecraft, Athabasca, Alberta, Canada“It is inspiring to discover how

forward-thinking aftermarket com-panies are empowering their peo-ple through the adoption ofeducation programs and by en-couraging participation in continu-ous learning opportunities,” saidAAIA Education Committee Chair-man Mike Mohler of NationalPronto Association. “Join us in ap-plauding the efforts of this year’sHead of the Class winners.”


cou

nte

rman

.co

m/A

SA

P f

or

read

er s

ervi

ceAFTERMARKET NEWS

2012 AAIA Head of the Class Awards Presented

Over the Counter By Jerry King



cou

nte

rman

.co

m/A

SA

P f

or

read

er s

ervi

ceAFTERMARKET NEWS

WARRENDALE, Pa. – SAE Inter-national is working with an inter-national group of automobilemanufacturers to investigate theformation of a new cooperative re-search program (CRP) regarding1234yf refrigerant.

The formation of the group isin response to a Daimler AGpress release from Sept. 25,which questioned the safety ofthe refrigerant. The CRP will

technically evaluate the findingsreferred to in the release.

SAE International has hostedan organizational meeting to dis-cuss a preliminary scope of re-search and is actively solicitingOEMs to formally join the newCRP. Once plans for the scope of research have been agreedupon and finalized, SAE Interna-tional and the CRP will begintheir research.

FRAM Wins Popular Mechanics’Readers’ Choice AwardLAKE FOREST, Ill. – The readers ofPopular Mechanics magazine havenamed FRAM as its favorite filter(air, oil or fuel) brand as part of thepublication’s 2012 Readers’ ChoiceAwards.

“It is definitely an honor to berecognized by the readers of Popu-lar Mechanics, many of whom aretrue gear-heads, as the best filterbrand on the shelf,” said Josh Gor-don, marketing director for FRAMFiltration. “At FRAM Filtration, weare focused on developing prod-ucts that enhance the driving expe-rience and deliver the best engineprotection available.”

Since 2009, Popular Mechanics hasconducted the annual survey to de-termine readers’ favorite brands inthe automotive, home, retail andelectronics categories. This year, inthe automotive segment, readerswere asked to vote for their fa-vorite brands across eight cate-gories, including gas, oil and tires.More than 3,000 readers respondedto survey.

FRAM Filtration’s top-selling oilfilters include Extra Guard, ToughGuard and FRAM Ultra, as well asFRAM Fresh Breeze, a cabin air fil-ter that removes 98 percent of dust,dirt and allergens.

SAE International, Global OEMs To Create Research Group For Further StudyOf 1234yf Refrigerant

California ‘Key is in the Mail’ BillVetoed by GovernorCAWA and AAIA have reported a victory for consumersand the automotive aftermarket alike in California, followingthe veto by Gov. Jerry Brown of SB 750.

The bill, introduced by Sen. Ed Hernandez, and spon-sored by BMW, sought to exempt automakers from provid-ing electronic key code information to locksmiths, requiringmotorists to contact the automaker to get a replacementkey for their vehicle.

LONG ISLAND CITY, N.Y. — Standard Motor Prod-ucts (SMP) has expanded its TechSmart line of en-hanced engine control products forprofessional service technicians withthe addition of 98 premium parts and14 new product categories, alongwith an updated fall 2012 New PartsGuide.

Highlighting the release are 11 HID(Xenon) headlight ballasts, four BMWand Mercedes-Benz headlight levelsensors, 10 General Motors andHyundai air bag sensors and a variable intake mani-fold actuator for 2.0T Volkswagen/Audi, which arehigh-failure OE parts, according to SMP.

counterman.com 25

cou

nte

rman

.co

m/A

SA

P f

or

read

er s

ervi

ce

AFTERMARKET NEWS

CLOVER, S.C. —Performance Friction(PFC) has unveiled its new logo, de-signed to embody a fresh look andfeel that is a more accurate reflec-tion of Performance Friction’s corpo-rate identity. The third-generationlogo has evolved with new purposeand meaning, adopting the familiar“PFC” name customers and fansknow the company by.

While PFC President Don Burgoonwas at a brake test with a premiercustomer, it became clear to himthat the change to “PFC” wasn’t anew name at all, but rather a formalacceptance of a name the market al-ready calls the company, he said.

“Yes, we are still PerformanceFriction,” said Burgoon, “but in Ger-many, Japan, Europe, and America,our friends call us PFC.”

A logo is part of a company’s cul-ture and identity, and PFC designedthe new mark with this in mind. Dur-ing the logo creation process, acompany-wide poll was taken to aidin the decision-making process andPFC employees and customersshared their opinions on the differ-ent designs.

“It was exciting to see customerstake part in the change,” said Market-

TechSmart Announces Fall 2012 Line Expansion“The TechSmart brand is gaining momentum in

the marketplace and is fast becoming recognized forits innovation, engineering expertise,superior product quality and compet-itive pricing,” said Phil Hutchens,senior director of marketing, SMP.“Each TechSmart part has beenspecifically chosen to meet the TechS-mart core criteria of providing profes-sional service technicians with newtechnology and problem-solving im-provements to the original — with a

proven quality they can trust.”For additional information, contact an SMP sales

representative or visit www.TechSmartParts.com.

ing Director Nina Burgoon. “Itshowed how passionate PFC em-ployees and customers are aboutthe brand.”

Performance FrictionUnveils New ‘PFC’ Logo


rection of the Network andstrengthens the idea of being a part of something bigger in the industry.”

During the two-day event, theNetwork Strategic Plan for 2013was revealed, featuring the auto-motive group’s upcoming initia-tives for marketing, product,national accounts, informationtechnology and finance.

The Network also announced a$10,000 donation to the WoundedWarrior Project (WWP), an organi-zation dedicated to making a dif-ference in the lives of injuredservice members through unique,

AFTERMARKET NEWS

GERMANTOWN, Tenn. – The Au-tomotive Distribution Network hasreported one of the largest turnoutsever for the group’s fall member-ship meeting, with more than 95percent of its members and morethan 60 manufacturer partners rep-resented at the Biltmore Hotel inCoral Gables, Fla.

“The huge turn-out is not only areflection of the Network’s contin-ued growth, but it’s also indicativeof the positive state of the after-market and the enthusiasm sur-rounding its future,” said MikeLambert, president of the Network.“This gathering helps chart the di-

Automotive Distribution Network Hosts Near-RecordAttendance At Fall Membership Meeting

Statement of Ownership, Management and Circulation(Act of August 12, 1970; Section 3685. Title 39. United States Code.)

COUNTERMAN is published monthly at 3550 Embassy Parkway, Akron, Ohio 44333. Headquarters and general business offices are also at 3550 Embassy Parkway, Akron, Ohio 44333.Publication No. 0739-3695.

The publisher of COUNTERMAN is Scott Shriber, the editor is Mark Phillips and the managingeditor is Amy Antenora. The staff is located at 3550 Embassy Parkway, Akron, Ohio 44333.

COUNTERMAN is owned by William E. Babcox, Babcox Media, Inc., 3550 Embassy Pkwy., Akron,OH 44333.

Known Bondholders, Mortgagees, and Other Security Holders Owning or Holding 1 Percent orMore of Total Amount of Bonds, Mortgages, or Other Securities: None.

Issue date for Circulation Data Below: August 2012.

Extent and nature of circulation is: Average no. copies Actual no. copies each issue during of single issue preceding 12 months nearest to filing date A. Total Number of Copies 41,220 41,088B. Paid and/or Requested Circulation 1. Paid/Requested Outside-County Mail

Subscriptions Stated on Form 3541 35,504 35,352C. Total Paid and/or Requested

Circulation 35,504 35,482D. Free Distribution Outside the Mail 5,376 5,465E. Total Free Distribution 5,449 5,465F. Total Distribution 40,953 40,817G. Copies not Distributed 267 271H. Total 41,220 41,088I. Percent Paid and/or Requested

Circulation 86.7% 86.6%

I certify that the statements made by me above are correct and complete.Pat Robinson, Circulation Manager September 20, 2012

direct programs. Lambert present-ed the donation to Dan McCarthy,WWP director of special projects,who spoke to the attendees aboutthe Jacksonville-based nonprofit’sunique, direct programs.

“For years now, many Networkmembers have had programs inplace to hire or aid veterans,” Lam-bert said. “Our contribution to theWounded Warrior Project extendsthose worthwhile efforts to helpthose who have served our countryand their families.”

Following a product review atthe meeting, the Network membersvoted to select Federal-Mogul’sANCO as the Network’s primarysupplier of wiper blades.

“ANCO’s wipers utilize theleading technology in blades today,yet remain affordable for millionsof consumers,” Lambert said. “Welook forward to a successful rela-tionship with ANCO — a brandname whose replacement wiperblades are synonymous with quali-ty OEM fit, form and function.”

Pep Boys closed on its amended and restated term loan facility, in the

principal amount of

and matures on Oct. 11, 2018. This reduces the company’s debt by

$95 million.

$200 million bears interest at LIBOR

(with a floor of 1.25 percent)

plus3.75%



cou

nte

rman

.co

m/A

SA

P f

or

read

er s

ervi

ce

There are two basic sellingscenarios for shocks andstruts. One is when a vehi-cle’s original equipment

shocks or struts are worn out ordamaged and are being replacedto restore like-new ride control,handling and driving safety. It’sessentially a repair job where theOEM parts are replaced withequivalent aftermarket parts.There’s no upsell or upgradeinvolved, and the price of thereplacement parts is oftenmore important thananything else. This type of saleusually only takes place after avehicle has racked up consider-able mileage and wear, and maybe a once in a vehicle’s lifetimereplacement sale depending onthe age, mileage and value of thevehicle that is being repaired.

The other scenario is whenoriginal equipment shocks orstruts (or other aftermarketdampers) are replaced to upgraderide control, handling performanceor load carrying capability. In thistype of situation, price is not asimportant as the brand namerecognition of the product and thefeatures and benefits the newshocks or struts will provide forthe customer’s vehicle. This typeof sale can occur at any point in avehicle’s life, whether it is brandnew or a 50-year-old classic. It alsorequires much more conversationwith your customer to figure outexactly what they want, what theirexpectations are and which brandand type of shocks or struts to rec-ommend for their vehicle.

Motorists who are interested inride control upgrades often do

By Larry Carley, technical editorTECH FEATURE

much of their own research online.They’ll visit websites and forumswhere other vehicle owners haveposted their comments regardingvarious kinds of shocks and struts.They may visit shock manufactur-er’s websites for more detailedproduct information and recom-mendations. So by the time this typeof customer walks into your store,they may have a pretty good idea ofwhat they want and why. They mayhave some additional questions orask what you would recommend,but they are essentially ready to buy.There’s no hard sale required tomake the sale.

Contrast this with the typical mo-torist who probably doesn’t realizehis shocks or struts may be wornout and are overdue for replace-

Shocks & Struts Don’t Sell Themselves

Consumers are often leery of being told theyneed new shocks or struts for fear they arebeing taken advantage of and are being toldthey need repairs they don’t really need.


ment. Most consumers don’t realizethat shocks and struts are wear com-ponents just like brake pads andtires. They have a limited service lifethat depends on time, mileage andusage. Parts that wear out eventual-ly have to be replaced, yet many ve-hicles end up in the salvage yardwith their original equipment strutsand shocks still in place. Thatdoesn’t mean these parts went thedistance. It means most people don’tnotice the gradual deterioration inride control that occurs as the milesadd up. It also means few motoristsrecognize the importance of replac-ing worn shocks and struts to main-tain ride quality, good handling,steering stability, traction and driversafety. It also affects tire wear, too!

The Safety Triangle

Shocks and struts are a key compo-nent in the “Safety Triangle.” Thethree legs are Steering, Stopping andStability. Just as a three-legged stoolneeds all three legs for support, sotoo do all vehicles need good steer-ing, stopping and stability for safedriving.

Steering refers to the conditionof steering linkage componentssuch as tie rod ends and idler arms.It also includes the upper strutmounts, which can affect steeringeffort, steering return, steering feeland noise, too. Worn steering link-age components that allow playmay allow a vehicle to wander athighway speeds. A tie rod or idlerarm failure can be especially dan-gerous because it can cause a lossof steering control.

Stopping refers to the brakes andthe brake system’s ability to bring avehicle to a quick, controlled stop.Worn brake pads or shoes, or seri-ous problems (such as leaks) withthe calipers, wheel cylinders, mastercylinder, brake lines or ABS systemcan create a potentially dangeroussituation. Shocks and struts play arole here by preventing wheel hopwhen braking on rough surfaces.

This improves traction and reducesthe stopping distance of the vehicle.

Stability refers to the ability tomanage the motions of the suspen-sion, to limit body roll and swaywhen cornering or driving in cross-winds, to limit nose dive whenbraking, and to keep the tires in firmcontact with the road for bettersteering control, braking and trac-tion. The shocks and struts are thekey components in this part of thesafety triangle, yet many peopledon’t recognize the role they play inoverall safety. What the shocks andstruts do is create resistance and fric-tion that dampens the motions ofthe suspension as it responds to theroad and body motions.

Telling Is Selling

Consumer education, therefore, isabsolutely essential to sell replace-ment shocks and struts. If a motoristdoesn’t know that shocks and strutsare wear components that need tobe inspected and eventually re-placed, they probably won’t be buy-ing any replacement shocks or strutsanytime soon — unless, as we men-tioned earlier, they are looking for aperformance or load carrying up-grade, or a technician has discov-ered their vehicle needs new shocksor struts and is recommending theybe replaced.

Consumers are often leery of be-ing told they need new shocks orstruts for fear they are being takenadvantage of and are being told theyneed repairs they don’t really need.Replacing a weak set of shocks orstruts is not a required repair ac-cording to MAP (Motorist Assur-ance Program) guidelines. However,such repairs can be recommended torestore like-new handling. Repairswould be considered necessary ifthe shocks or struts are damaged(bent or broken), loose or missing al-together. In the case of struts, thatwould include a bent strut shaft(which might be the result of colli-sion or curb damage), a cracked or


cou

nte

rman

.co

m/A

SA

P f

or

read

er s

ervi

ce

TECH FEATURE



cou

nte

rman

.co

m/A

SA

P f

or

read

er s

ervi

ce

TECH FEATURE

SENSEN North America announcesthe addition of 218 domestic shockand strut part numbers to their al-ready extensive import coverage.These additions bring the Sensenprogram to more than 530 part num-bers, which cover more than 1,900vehicle applications. Sensen offers

one of the most complete aftermarketvalue line ride control programs.

“Our coverage expansion continuesto be our top priority with more newparts under development and comingonline every day. In 2013, Sensen willbe introducing over 300 SpeedyStrut®assemblies to address the growing

market demand for this product cate-gory. In today’s economy, consumersare looking for purchase options in theride control category. The Sensen line,a quality value alternative, is uniquelypositioned to meet this market de-mand,” said John Treece, CEO ofSENSEN North America.

For More Info:www.sensen-na.com

new on the shelf

SENSEN: A Company on the Move.

broken spring mount or strut hous-ing, or a damaged or worn upperstrut mount.

A car won’t start with a bad bat-tery, and it won’t stop if the brakesare shot. But the consequences ofbad shocks or struts are often not soobvious to many motorists. Even so,the consequences are there. The tiresmay be wearing unevenly (a cuppedwear pattern is a classic symptom ofuncontrolled tire bounce due toweak dampers). A bent strut mayprevent the wheels from being prop-erly aligned and create a steeringpull and/or uneven tire wear. Weakdampers also can make a vehicleunstable in heavy crosswinds orwhen driving on twisting, curvyroads. Weak dampers also may al-low the suspension to bottom out orbounce excessively when passingover potholes and dips in the road.And as we mentioned before, lack ofproper ride control may allow lossof traction when braking hard onrough roads.

Any customer who needs newshocks of struts is a potential cus-tomer for an upgrade, especially ifthey drive a performance or sportyvehicle of some type, or use their ve-hicle for towing or off-roading.

Standard replacement dampersare fine for everyday driving, but forspirited driving, racing, towing oroff-roading, some type of perform-ance shock/strut or overloadshock/strut may be recommended.A set of high-pressure gas monotubestruts may be just the thing to com-plement a performance tire/wheelpackage. CM


By Gary Goms

Are you leaving money “onthe table” when you sellfuel system parts? Ifyou’re not familiar with

the various configurations of fuelsystem and fuel pump components,probably so. Worse still, leavingmoney on the table can result in apartial fuel pump repair that willactually invite customer complaintsand warranty comebacks. Let’s lookat some common oversights in sell-ing fuel pumps and related parts.

Low-Pressure Supply Pumps

Many 1970s-1980s import and do-mestic vehicles used a frame-mounted fuel pump. Some of theearly Volvos, for example, requiredat least 80 psi fuel pressure to prop-erly perform. But there are some

caveats in selling frame-mountedfuel pumps. Most frame-mountedfuel pump configurations requirean in-tank, low-pressure supplypump to force fuel into the frame-mounted pump, generally at lessthan 8 psi fuel pressure. When the


cou

nte

rman

.co

m/A

SA

P f

or

read

er s

ervi

ce

COVER STORY

Fuel Pump Add-On SalesSome common oversights in selling fuel pumpsand related parts.

Many 2012 vehicles, like this Hyundai,are now equipped with direct fuelinjection systems.



in-tank pump begins to fail, it willoften cause the frame pump tooverheat and fail due to insufficientfuel being forced into the pump.But keep in mind that low-pressure,in-tank and engine-mounted supplypumps are currently used in mostdiesel applications to supply fuel tothe engine’s high-pressure injectionpump. In addition, modern directfuel injection systems use a conven-tional in-tank fuel pump to supplyfuel to a mechanical high-pressurefuel pump mounted on the engine.So don’t leave money on the tableand create a potential warrantycomplaint by not doing your home-work on supply pumps.

Fuel Filters

During the 1990s, most manufactur-ers began integrating their fuel fil-ters into a fuel pump module thatalso contained the fuel level gaugeand fuel pressure regulator. Conse-quently, it’s easy to forget the manyvehicles on the road that are stillequipped with frame or engine-mounted fuel filters. The problemwith replaceable fuel filters is thatthey can clog with sediment andcause many intermittent low-powerengine performance complaints.Not only that, a partially cloggedfuel filter can cause a prematurefuel pump failure because thepump must work much harder toforce fuel through a clogged fuel fil-ter. So, when selling a non-modular

fuel pump, avoid warranty returnsand add to your bottom line by sug-gesting a fuel filter replacement.

Fuel Pressure Regulators

The fuel pressure regulator is usual-

ly mounted at the end of the fuel in-jector mounting rail onconventional dual-line fuel injectionsystems. As mentioned above, thefuel pressure regulator is containedinternally on most single-line, mod-ular fuel pump assemblies. The dif-ference between dual and singleline systems is that the dual-linesystem is made up of a high-pres-sure fuel supply line and a low-pressure fuel return line from thepressure regulator to the fuel tank.The single-line system returns pres-sure from the regulator directly tothe fuel tank.

Fuel pressure regulators can af-fect fuel pump performance if theyfail. In some rare cases, the internalpressure regulation spring canbreak, which will reduce fuel pres-sure. In most cases, the pressureregulator will stick closed or the re-turn line will become restricted,which will cause the fuel pump tooperate at maximum or “dead-head” fuel pressure. High fuel pres-sure will cause the engine to runvery rich on fuel and also might cre-ate a potential warranty situationby causing the new fuel pump tofail. To reduce warranty returns, it’s

important to suggest a before-and-after fuel pressure test on any newfuel pump replacement.

Fuel Tanks

All too often, vehicles are refueledfrom a badly rusted or dirt-contami-nated fuel tank or can. In some cas-es, finely granulated dirt will befiltered out in the fuel filter but, inmost cases, larger granulations ofdirt will clog the filter screen at-tached to the fuel pump inlet andstarve the pump for fuel.

Whenever a fuel pump is re-placed, the tank should be inspect-ed for dirt contamination, for loosefuel pump baffling, and for dents ordistortions that can restrict fuel en-try into the fuel pump or fuel exitfrom the pressure regulator returnline. In some cases, a fuel tank canbe cleaned with a hot solution ofwater and detergent, but in othercases, it’s more cost-effective to re-place the fuel tank. But, if the plasticanti-sloshing baffles have becomedislodged from the fuel tank itself,the tank should be replaced withone of the many available from OEor aftermarket sources. So keeptrack of your aftermarket sourcesfor replacement fuel tanks. It’s animportant problem-solver and prof-it center.

Low Fuel Level Effects

Warranty issues always subtractfrom a store’s bottom line. If youhave a customer who appears tohave more than his share of fuelpump failures, it’s a good bet thathe’s running his fuel tank nearlydry before refueling his vehicle.Even with adequate baffling in thefuel tank, low fuel levels tend tocause the fuel pump to ingest airduring acceleration, cornering andbraking. Since modern high-speedfuel pumps require gasoline to lu-bricate the pump bearings and coolthe pump itself, it’s cheaper in thelong run to run on the top half ofthe fuel tank.

One of the most important tips

COVER STORY // Fuel pump

Fuel pressure gauges are used to testconventional fuel pumps. Pulse-modulated and direct fuel injectionsystems require scan tool diagnostics.

Conventional fuel pressure regulatorsare located at the end of the fuelpressure rail.


for diagnosing a fuel delivery prob-lem is to check the PCM for troublecodes indicating a faulty fuel levelsensor or sending unit. Another tipis to compare the fuel gauge read-ing with the relative level observedin the fuel tank after the pump as-sembly has been removed. If thefuel gauge proves to be inaccurate,it’s entirely possible that the driveris running his vehicle too low onfuel.

Relays And Resistors

When I replace a fuel pump on avehicle with more than 100,000miles on the odometer, I try to in-crease the reliability of the repairby replacing the fuel pump relay aswell. A relay wears out because it’san electrically operated switchwith two tungsten contacts thatconnect the fuel pump to batteryvoltage. In many cases, the relaycontacts oxidize and fail to closeproperly, which can create an inter-mittent cranking, no-start com-plaint. In other cases, the contactscan stick together, which allows thefuel pump to drain the battery withthe ignition turned off. Consider-ing its low cost, adding a relay tothe fuel pump replacement invoicecan add to profits and eliminatemany potential warranty returncomplaints.

Although two-speed fuel pumpsare relatively rare, many Jeep vehi-

cles produced in the late 1980s andearly ‘90s are equipped with two-speed fuel pumps. Basically, thetwo-speed fuel pump runs at lowspeed during idle and part-throttleto eliminate the irritating buzzingnoise of the fuel pump. As the throt-tle opens, the PCM switches thepump to high-speed operation. Aprimary low-speed component isthe fuel pump resistor located onthe driver’s side fender well. If theresistor fails, the fuel pump will notoperate. In addition, the resistorblock provides a handy testingpoint to measure available voltageand current draw for the fuel pump.Here again, replacing the fuel pumpresistor will increase the reliabilityof the fuel pump installation.

Direct Fuel Injection Systems

As mentioned above, direct fuel in-jection systems include a conven-tional fuel pump located in the fueltank that supplies fuel to a high-pressure mechanical fuel pump lo-cated on the engine. Because thehigh-pressure pump can producewell in excess of 1,000 psi fuel pres-sure, the steel fuel lines must be re-placed when the high-pressuremechanical fuel pump or injectionsystem is removed for service or re-placement. For safety reasons alone,diagnosing and repairing direct fuelinjection systems is best left to ourservice professionals. CM


cou

nte

rman

.co

m/A

SA

P f

or

read

er s

ervi

ce

COVER STORY // Fuel pump

Always check the fuses and relays when replacing fuel pumps.


Track Talk

When Vic Russell first touredthe Universal TechnicalInstitute-Avondale campus in2002, he had no idea thatdecision would change his lifeforever.

It was during this initialcampus visit that Russell men-tioned his love for racing, and itwas that conversation that ulti-mately led him to NASCARTechnical Institute (NASCARTech) in Mooresville, N.C.

“I wasn’t always interestedin a career in racing, but when Ifirst saw the campus inMooresville, I was hooked,”said Russell. “I was really inter-

ested in a career in forestry, so atthe time I was more of just aracing fan.”

After some thought anddiscussion with his family,Russell made the move fromStanfield, Ariz., to Mooresvilleto pursue an education atNASCAR Tech. It was his timeon campus that helped bringout his passion for the sport,but even after graduating inAugust 2003 Russell still was-n’t convinced that a job on arace team was possible.

“After graduation, I thoughta lot about applying for jobswith notable manufacturerssuch as BMW and Volks-wagen,” said Russell. “The rac-ing industry is so niched withso few spots available; Ithought I would have a better

opportunity findinge m p l o y -ment with a mainstream

brand.”Luckily for Russell, he got

the help he needed to breakinto the industry he hadalways loved.

“I was talking to a friendone night and he mentionedhe knew somebody withRoush Yates Racing Engineswho said there was a spotavailable and thought I shouldapply,” recalls Russell.

After a friend made the ini-tial introductions, Russell wasin the shop interviewing, and ashort time later he was a full-time employee with a majorteam. Starting in a teardownposition, Russell had to workhis way up the ranks.

“When I first started, I wasresponsible for takingengines apart and inspecting

them when the team wouldreturn from a race,” saidRussell. “I was willing to dowhatever it took to be a partof the team so I was excitedfor the opportunity.”

Now almost 10 years and afew different job descriptionslater, Russell is on the sub-assembly crew where he istasked with maintaining oilpumps, oil lines, distributors,bell housing, plug wires andclutch assembly.

Day in and day out, Russellhelps put the horsepowerunder the Ford powerplants inNASCAR’s top three series. He,alongside coworkers, hashelped Roush Yates RacingEngines earn top honors likethe 2011 MAHLE CleviteEngine Builder of the YearAward in both the NASCARSprint Cup and NASCARNationwide Series.

Regardless of his career suc-cess, Russell always rememberswhere he got his start.

“NASCAR Tech did a lot forme, and it was a positive experi-ence that helped me get where Iam today,” said Russell. “I meta lot of great people and willalways remember the cama-raderie among fellow studentsand instructors. Those are mygreatest memories of all.”

Russell remains motivatedabout what the future holdswith Roush Yates RacingEngines.

“Each day I think about theidea that the engine I am work-ing on is the one that couldpossibly win the Daytona 500,and that’s what continues tomotivate me.”

NASCAR Tech Graduate Finds Homewith Roush Yates Racing Engines

NASCAR Nationwide Series

Loews Miami BeachMonday, Nov. 19

NASCAR Sprint Cup Series

Wynn Las VegasFriday, Nov. 30

NASCAR Camping World

Truck Series

Loews Miami BeachMonday, Nov. 19

2012 NASCAR Series Awards

Banquet Schedules

Working on engines that could potentially win the Daytona 500 is what

motivates Vic Russell. Photo courtesy of Scott Hunter, NASCAR Productions

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

2012 Counter Professional of the Year

Since 1985, Counterman has honored the Counter Professional of the Year.

Counterman is pleased to partner with Affinia andits Raybestos and WIX brands, to present the

Counter Professional of the Year Award.This year’s recipient is Thomas Taylor, of

Motown Automotive, a Federated Auto Partsmember. In addition to industry-wide recognition

for a job well done, Taylor and a guest receivedan all-expenses-paid trip to Las Vegas for AAPEX,

including three nights at one of Las Vegas’ top hotels.

Sponsored by

Congratulations to Thomas Taylor, ofMotown Automotive, a FederatedAuto Parts member. Read more aboutThomas in the December issue ofCounterman.


My jawbone felt like it was runover by a big truck. Eventhough the crater in my toothwas as big as the Grand Canyon

and every breath I took felt like an ice pickgouging into it and causing a sharp painthat made me cry like a baby, the pain leftbehind is worse now than it was before.

What had I done? I neglected a problem.This time, the problem was a tooth, a cavity,to be exact.

I thought I’d done all the right stuff. Ibrushed my teeth at morning and nightbut, but the cavity appeared anyway. By ne-glecting it and neglecting it, the cavity gotworse just as our businesses would sufferwhen we have a less than stellar employee

KEEPING IT SIMPLEBy Gerald Wheelus

Do Preventive Careor a bad customer and we do nothing aboutit.

Imperfections are a way of life. That im-perfection doesn’t mean you remove theemployee or the customer. Instead, we haveto grind and remove the imperfection inthem. It doesn’t matter how much we trainand teach, there will always be imperfec-tion. But a bit of preventive care can dowonders. If I had let the dentist do the pre-ventive work I needed, I would not be sit-ting here in pain, just like in the past, I’vewished I had trained someone better for thejob.

Employees come to us and have no ideawhat we expect of them. We have to tellthem. Training is an investment in our fu-ture as much as the employee’s future. As amanager, we have to work with those folksto help us become successful. If we don’tteach them, we have failed them and our-selves.

If you have a “cavity,” ask yourself a fewthings:

● Did I truly have a training plan forthem?

● Did I offer them extra training either onor off the clock?

● Did I do all I could do to fill that voidthat has become a big cavity?

An employee comes to work for us withhigh hopes. Perhaps, this person was ex-pected to move in and fill the roll of a long-time employee. During this timeframe wehired three people all within a few days ofone another. We hired a winner and twofolks who needed time to learn. The winnercaught on quickly, learned and ran circlesaround the other two.

The problem was not the winner, nor theother two. The problem was us. We failedthe other two by not being ready to trainthem in the way they deserved. People areall different, and it’s up to us to help themdevelop. CM

■ ■ ■

Gerald Wheelus is general manager of Edgewood Auto Parts, Edgewood, Texas.co

un

term

an.c

om

/AS

AP

fo

r re

ader

ser

vice

Training is aninvestment inour future asmuch as theemployee’sfuture.



Several brain development expertsclaim that learning a secondlanguage during childhood has ahuge positive effect on intellectual

growth and provides greater flexibility inthinking. As a person raised with a bilingualeducation and as a parent raising two bilin-gual kids, I could not agree more. The futureopportunities my kids could have will betwice as many, as long as they are fluent inmore than one language. Hopefully, this willhelp them open many doors to othercultures and give them the understanding tofurther appreciate people from countriesand customs other that their own.

In my own career, I have been blessed bymy knowledge of English and Spanish, al-lowing me to find business opportunitiesin countries across the globe. I have en-gaged several business contacts in LatinAmerica and I have learned, sometimes thehard way, that not all “Spanish” is thesame. There are incredible differences inidioms and the meaning of many words dochange from country to country, even moreso when we are naming auto parts acrossthe continent. The way we call a strut inPuerto Rico has a completely differentmeaning in Mexico; Struts are sometimescalled “legs” in Mexico. I have learnedcountless variations, all in Spanish, onnames for auto parts components. The lit-eral translation for a CV axle into Spanishcould mean “arrow” in one country and“shaft” in another. By far the most ridicu-lously funny occurrence of this translationphenomenon was when I visitedGuatemala recently and I used the PuertoRican-Spanish name for ball bearingswhich literally translated to “Boxes of Tes-ticles” in Guatemala! Rest assured, I got abig laugh and no orders. And although mymanhood might have been hurt a little,thankfully no actual testicles were harmed

COUNTER-TECHBy Mandy Aguilar

Counter-Tech: You sellboxes of what?

during this laugh-out-loud episode.These peculiarities are no different in

English as tech terms change from Ameri-can English to British English. A “vise”clamping tool in America is known as a“vice” tool in England; I can see “vice tool”could really be interpreted as somethingcomplete different here in the States. Thereare hundreds, if not thousands, of thesenames that change meaning across the At-lantic: truck and lorries, TVs and tellys,tires and tyres.

Translating is a funny business, gettingthe words and not the idioms is usually afunny or fatal mistake. There is indeed a lotthat can and does gets lost; to this even thefamous poet Robert Frost can attest withhis quote, “Poetry is what gets lost in trans-lation.” Believe it or not, I hate to translate.I find it a tedious labor and get too anxioustrying to find a universal meaning that willplay well to as many readers as possible.By the same token, when I run into a greattranslation, I usually enjoy it as much as anoriginal work.

Regrettably, English to Spanish transla-tions in our industry leave a lot to be de-sired. Be it marketing or training materials,they are often not well translated and that’sa shame. Many translations seem to bemissing the required degree of profession-alism and are riddled with mistakes, gram-matical errors, missed meanings or toomany regionalisms. An even more preva-lent disaster is the written use of “Spang-lish,” a pidgin language that has becomevery prevalent among people that speakboth English and Spanish, which in its oralform has become quasi-acceptable at times,but it should never, never, never be usedon a brochure or website promoting yourcompany’s product and services.

One group that seems to have a greathandle on translation are the folks at WHI

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

The Parts House.

There areincredibledifferences inidioms and themeaning ofmany words dochange fromcountry tocountry ...

counterman.com 45

Solutions. Their software platforms aretranslated to both Spanish and French andthey are spot on. Perhaps the rest of the in-dustry can follow suit soon and I think theymust to keep up with the market changes.Hispanic businesses are growing in theStates and consumers won’t tolerate badtranslations when they are out there select-ing their auto parts. In the transportationand warehousing industries alone, Hispan-ic-owned businesses are projecting a 60.6percent increase over the past 10 years ac-cording to HispanicBusiness.com.

Google Translate

This brings us to the app of the month Iwant to share with you: Google Translate.This is yet another free service from thefolks at Google that translates text and webpages from and into many languages andit’s available at www.translate.google.com.Their English to Spanish conduits and viceversa are amazingly accurate; very close to

spoken language including idioms and notsome breakdown of words in fragments. Ihave heard from friends that are fluent inFrench and Italian that the translations tothose languages are also very good.

Please forgive the stunt I am about to doto prove this point. I wrote this paragraphthat you are reading now in Spanish andlet Google Translate convert it to English.While writing it, Google Translate was cor-recting spelling errors in Spanish and of-fered alternatives to me to write better. Allthis in real time. In the end I just did a copyand paste, and here is the final result -“¡Muy Bueno, Google!”

In the new global economy we are all ex-posed to foreign languages at work morefrequently. I urge you to take a GoogleTranslate test drive and have fun with it. Bythe way, try the name for some auto parts —you’ll be amazed at how accurate their sys-tem is; if I only used it before my big boxesof testicles gaffe in Guatemala! CM

■ ■ ■

Visit Mandy’s blog: www.mandyaguilar.com

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 Professional 47, Cover 3Air Suspension Parts by Arnott, Inc. 4, 5Airtex Corp. 17, 34Akebono Corp. 18Bosch Cover 4CARDONE 7DEA Products/Pioneer Inc. 3DMA Goodpoint 32Eastern Catalytic 38Exide Technologies 22, 23ExxonMobil 19FRAS-LE North America Inc. 49Interstate Battery Systems of America 1Johnson Controls 15KYB Americas Corp. 33

MAHLE Clevite Cover 2Moog Steering & Suspension 28, 29NAPA Belden/Echlin 21Nucap Industries 24, 46Old World Industries 43Packard Industries 42Parts Plus 27Performance Friction Corp. 39Philips Lighting 25Raybestos Chassis 30, 31Rislone 20Schaeffler Group USA 9Spectra Premium Industries 10, 11TechSmart/SMP 37TYC/Genera Corp. 35


FRICTION

1. Reduced Stopping Distances

Reduced stopping is one of themisunderstood claims in the busi-ness. Stopping distance claims arealmost never followed up by “com-pared to what?” Also, it is almostnever stated how the tests wereperformed or if it was on morethan one application.

2. Dynamometer Tested

If the box says, “Dynamometer test-ed,” this is a good thing. A brakedynamometer can be more sophisti-cated and larger than an engine dy-namometer. Brake dynamometerscan simulate the conditions thebrake system will experience in amuch shorter time with more con-trolled results. This means that abrake dynamometer can simulatethe mass, inertia and performancecapabilities of a vehicle.

The typical brake dynamometercan cost anywhere between$350,000 (used) to more than $1million. Some brake friction suppli-ers own dynamometers, whilesome lease dynamometers fromtesting companies.

3. Quiet Performance

Just about every pad on the marketmakes this statement. Since theword “quiet” means differentthings to different people, it is diffi-cult to dispute this statement. Thisis another statement that should befollowed up by the question, “com-pared to what?”

4. Low Dusting

Some manufacturers claim theirpads are low dusting, dust doesnot show on the wheel or the dustis not attracted to the wheel.

These are all viable claims if thepads are formulated with these at-tributes in mind. But, no brake padmanufacturer can claim that theydo not produce brake dust. This isimpossible. All pads make brakedust.

5. Factory-Cured/Scorched/

Heat-Treated

This is a statement you shouldlook for when selecting pads.

cou

nte

rman

.co

m/A

SA

P f

or

read

er s

ervi

ce

It can be confusing when youlook at an advertisement or the side of a brake pad box.There are several common

claims and features that manymanufacturers use in their adsand on the side of the box. Beloware the most common ones andwhat they mean.

Brake Pad

hieroglyphicsDeciphering some brake pad statements requiresa bit of homework. By Andrew Markel


Scorching or curing can save youtime and comebacks.

A brake pad is held together byresins. These resins need heat andpressure to cure. When the resinscure, the friction material becomesstronger. But, the curing processproduces gases and smells. Thesegases cause brake fade and oftenthe “new brake pad smell.”

Some manufacturers will try tominimize this from happening byheating or “scorching” the pads inovens to cure the resins. This processcan reduce the chances of brake fade.Bottom Line: If a brake pad is curedby scorching or heat treating it canreduce comebacks and eliminate theneed for long break-in procedures.

6. Mechanical Retention/

Mechanical Bonding

On some demanding applica-tions where noise and safety are

critical to the performance of the entire brake pad, some manufacturers are turning to new attachment methods. Some manufacturers are creat-ing stronger bonds with thebacking plate through specialsurface treatments that create more surface area for bonding.Another approach has beennew methods of mechanical attachment.

One brake backing plate manufacturer is able to puthundreds of small hooks on the plate that grab the frictionmaterial. According to the manufacturer, the hooks in-crease the shear strength andcan prevent edge lift of the friction material. Not only canit increase overall safety, but it can decrease incidents of unwanted noise.

7. Positive Molding

Positive molding technology is a good claim that has direct benefits for the technician. But,it is not required for every appli-

cation and only a few manufac-turers can claim 100 percent of aline is positive molded. Positivemolding uses a deep cavity moldthat has the backing plate at thebottom.

The mold uses higher pressuresand temperatures than convention-al flash molding. Positive moldingallows the manufacturer to use lessresin. Less resin means less curingtime and more stable friction.

But, the tooling for positivemolding is very expensive whencompared to flash molding and isnot profitable for some slow mov-ing part numbers. Also, some for-mulations can only be flashmolded. CM


cou

nte

rman

.co

m/A

SA

P f

or

read

er s

ervi

ce

FRICTION // Hieroglyphics



We received another call from ajobber in distress looking forsome assistance and thevision of a clearer future.

Most of the time, we feel that updatedtraining will help most jobbers, mainly inareas such as outside salesman training(including the addition of new modernmarketing programs), or counterman train-ing, regarding the importance of the cus-tomers overall shopping experience.Reviews of financial training for ownersand managers can only help reinforce thenecessary steps to being profitable.

The main questions we receive are basi-cally: How’s business? How is the inde-pendent jobber doing? And, what will webe selling in the future?

How’s business and how are we doing?

Needless to say, business has been incon-sistent at best. Some areas of the countryare doing better than others, but one thingwe sense from most people is that there is alarge amount of uncertainty about the fu-ture. While we certainly understand giventhe economy of the past few years, therehave been many independent jobbers whohave prospered and grown their business-es. As independent jobbers, we are a re-silient group and are not prone to givingup easily.

Believe it or not, you, the counter profes-sional play a large role in guiding yourcompany’s destiny. No one knows betterthan you what items are selling and whichare the most profitable. Let’s face it, profitis what it is all about; this is how we keepthe business going and even get that occa-sional raise. Your responsibility is to satisfy

By Allen Markowitz and Allan Gerber

Where Do We Go From Here?

every customer, because if you do not findthe correct formula to provide this neces-sary customer satisfaction then both youand your company lose immediately.

Most counter professionals know intheir gut what may be lacking in theircompany; the bigger question is whetheror not to put an action plan together andpresent it to the powers that be. Some-times you might be surprised that man-agement will actually listen andimplement all or part of it. Rememberthat they too are looking for the companyto do better and increase sales.

As far as what will we be selling in thefuture, who knows… Technology is mov-ing so fast that even the new high-end cate-gories of today are being updated orreplaced just as they first appear in the car.Remember, this is nothing new — carshave been evolving since the day that Hen-ry Ford started mass producing them.

What will we be selling in the future? Werecommend asking your customers. Whatnew repairs or updated services do theysee their customers (the ones who own thecars) coming in for? This is an incrediblyaccurate barometer of today’s repairs andwhere they may be headed in the future.

Read car dealer service advertisementsto see what services they’re promoting.Look at new car ads to determine whatnew systems will be available on futureproduction models. This is a good methodthat you can use to help anticipate futureitems that you will be selling.

As far as the rest, we will all find out together. One thing is for sure — there willbe cars and they will need service and repairs. CM

Believe it or not,you, the counterprofessionalplay a large rolein guiding yourcompany’sdestiny.

■ ■ ■

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



AAPEX Connects Veteran’s Foundation With The Aftermarket. AAIA’s hope is to give back to ourdeserving veterans by helping thegroup make valuable connectionsat AAPEX.

The connection started with BobSchoeberl, a member of the After-market Foundation board oftrustees. He and Rick Jago, AAIAExecutive Committee vice chair-man, invited the Wyakin WarriorFoundation to send representativesto AAPEX.

Soldiers returning home frombattle are often left to chart theirown professional course, whiledealing with the challenges thatcome with severe injuries. Whilethey have the motivation to suc-ceed, they may lack the tools andtraining to do so.

This is where the Wyakin War-rior program comes in. There aresix major tenets of the program:

1. Full-ride scholarship (comple-menting the GI Bill or VocationalRehabilitation) for 51 months.

2. A three-layer mentoring program.

3. Professional development.4. Service project.5. Robust networking as they

approach graduation.6. Annual, proactive follow-up

to monitor physical, emotional andprofessional status (Wyakin War-rior for Life).

You can help. Find out how atwww.wyakin.org or call 1-888-992-5469. CM

NEWS EXTRA

cou

nte

rman

.co

m/A

SA

P f

or

read

er s

ervi

ce

The current enrolled Warriors metrecently with ESPN’s Heather Cox.

The Executive Committee ofAAIA has connected with theWyakin Warrior Foundation, an or-ganization that salutes the coura-geous spirit of wounded warriors

by providing a comprehensive pro-gram of education, mentoring, pro-fessional development, networkingand job placement for severelywounded and injured veterans.

Counterman’s Quest for Cash challengesparts professionals to find out more

about the products they move through thedistribution chain, while competing for cash.Parts pros can vie monthly for three prizelevels — $200, $100 and $50. Each issue of

Counterman will feature a page with a series of questions (see below)asking counterpros to review that issue’s advertisements or articles.Three winners will be chosen at random from all entries submitted eachmonth. Winners will be contacted by email. The first correct, randomlyselected entry will receive $200; the second, $100 and the third, $50.

Please go to www.counterman.com/questforcash to enter or go to www.counterman.com and click on the “Quest for Cash” box. Thewinners for the November contest will appear in the January 2013 issue.The deadline to enter is Dec. 28.

counterman.com 53

1) How many people, on average,attend the annual NorthwoodUniversity International AutoShow?a) 50,000b) 1 millionc) 5,000d) 100,000

2) On the topic of the Northwoodauto show, this year was the ___year of the show:a) 49thb) 50thc) 61std) 25th

3) Columnist Mandy Aguilar dis-cusses translation in:a) Spanish and Englishb) Portugese and Italianc) English and Chinesed) None of the above

4) On page 46, Brake & Front EndEditor Andrew Markel discussesterminology used in marketing:a) Brakesb) Tiresc) Audisd) Fords

5) The Automotive DistributionNetwork hosted a fall member-ship meeting, where ________manufacturer partners were represented.a) More than 60b) 35c) 25d) 15

QUEST FOR CASH

Counterman’s

November’s Contest

September Contest Winners$200Jessica Loons

$100Tom Cuff

$50Don Kovach


CLASSIFIED

ECM’s & MAF’s

Call Toll Free1-UPS-OUR-ECMS

(1-877-687-326(1-877-687-32677 ))570-883-9930570-883-9930

www.autoecms.comwww.autoecms.com

I f W eI f W eD o n ’ tD o n ’ tH a v eH a v eI t . . . I tI t . . . I tD o e s n ’ tD o e s n ’ tE x i s tE x i s t

AUTOCOMPUTERS

• 325,000 units in stock

• All Foreign & Domestics • ECU’s & BCM’s• ABS & Airflow’s• Same Day Shipping• R & R Service • 1-Year Warranty:• Free Tech Help on Web• Inhouse Reprogramming:

GM, Ford, Jeep & Chrysler

SAVE70%

counterman.com 55

CLASSIFIED

POS SYSTEM FORPARTS STORES

Since 19771 Work Station $75/Month2 Work Stations $100/Month3 or More Work Stations $125/Month

Total cost for software rental andunlimited phone support

No contract to signNo additional cost for setting up

and training

IF WE CAN’T SAVE YOUMONEY AND SIMPLIFYYOUR OPERATION, WE

DON’T WANT YOURBUSINESS

www.storepossystem.com

888-536-1438

ADVERTISE HERE!Tom Staab, Regional Sales Mgr.

330-670.1234 ext. 224 • Fax 330.670.0874 • [email protected] WANTED ADS • BUSINESS FOR SALE• EQUIPMENT FOR SALE• PRODUCTS AND SERVICES


The all-student-run 49th annual Northwood Univer-sity International Auto Show took place Oct. 5-7 onthe Midland, Mich., campus of the school. It’s one ofthe largest car shows in the country and featuredmore than 500 vehicles – from rare limited editionfinds to today’s most popular family sedans. New

this year, the auto show also included a free vehiclecheck-up event, hosted by the Car Care Council. Thisyear’s theme, “Driving the Dream,” focused on find-ing the extraordinary in the ordinary by exploringthe dream experience when buying something ascommon as a family sedan. CM

THE LAST PAGE

‘Driving The Dream’ At The Northwood Auto Show

50,000The number of visitors theNorthwood UniversityInternational Auto Showaverages each year.



Documents

Counterman, November 2012