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or our commercial customers, price and quality are two of the most important considerations when purchasing parts from you (and your competitors). The third is availability, but at least we have some control over what gets stocked in our stores. Barring supply chain issues and material shortages, keeping the right mix of parts available is up to our buyers and inventory specialists. Unless your store’s pricing strategy is out of line with the competition, pricing (and quality) complaints fall squarely on the vendor/manufacturer. This is not to say that if you are experiencing price, quality, or availability issues with a current vendor that you shouldn’t already be looking for alternate sourcing for the affected SKUs or product lines. During the latest UAW strike, GM and Stellantis parts warehouses were crippled by walkouts, leaving their dealer networks scrambling to provide parts for their customers. Many dealerships were forced to bolster their inventories with quality aftermarket-equivalent products just to keep work flowing through their service departments. For the aftermarket, this was a perfect storm of opportunity. There was less competition from the local dealership in terms of parts sales, and those same dealers were calling on aftermarket suppliers more often for parts they could not readily obtain through their OEM channels. Due to the perception that OE parts are the best option for their vehicle brand (and a need to provide the same level of service, warranty coverage, and quality) these requests were often for premium product lines. Dealerships are generally unwilling to risk their reputation by installing bargain-basement parts, and the expectation that dealership parts and service will carry a premium price tag silences many objections well ahead of the sale. Independent shops specializing in repair or resale of luxury and performance brands also enjoy a more quality-conscious clientele willing to pay a premium for their services. There is, however, a subset of dealerships (and some general repair shops) for whom price trumps all other considerations. Your local “buy-here-pay-here” used car lot might come to mind, reconditioning and “flipping” (usually lower-end) auction vehicles, while offering very limited warranty terms. For this market, requests will usually gravitate toward the “least expensive” parts option. Even the most quality-conscious shops sometimes need to hit a “price-point” to stay competitive, and we all have that DIY customer who just wants “the cheapest thing that fits” because they are “trading it in soon” (even though they’ve been telling you that each time they’ve been in for the last three years!). In an effort to accommodate all types of customer needs, we are likely to offer multiple lines for most of our “commodity” parts. Filters, brakes, chassis parts, belts, lighting, wipers, and fluids are some of the most common categories in which we offer diverse price and quality options. This isn’t necessarily an issue of price versus quality, but rather comparing the value realized from an item’s price and its quality. For maintenance items like filters, an installer might have a “menu” pricing schedule for oil changes, air and cabin filters, and wiper blades. These services generally include labor at no “additional” cost, and the parts already have a recommended service interval. Selling at a fixed price can be tricky when the costs are variable, so shops often use value-line parts for these services. If the shop advertises “any air filter $49.95 installed,” you can bet they will choose your $12 store brand filter over the $25 premium filter whenever they can! These parts will likely provide sufficient service life, and the cost savings to the shop offsets some of the lost labor revenue. On our side of the counter, oil is usually marketed as a loss leader priced to get customers through the front door. Shops treat oil changes the same way, as an opportunity to get the vehicle in the shop to upsell more profitable work. We would never knowingly offer a product that doesn’t meet some sort of minimum quality standards, nor would we recommend a product that won’t meet a customer’s (reasonable) expectations. The use of “features and benefits” as a selling tool helps classify the customer’s needs, explains the differences in pricing and quality, and minimizes disappointment by customers who expected premium performance and extended service life from the bare-bones product they selected based on price alone. The post Minding Your P’s And Q’s appeared first on Counterman Magazine. View the full article

Your customers may be using air tools in a variety of circumstances for an even wider variety of jobs. Here’s how to help them understand why they need to buy the right fitting for the application. View Full Diagram Here There are multiple different sizes and styles, and what one shop uses may not be the same as another. The size and style affect the volume of air they can deliver, a critical point because air tools require a specific pressure and volume for proper operation, and restrictive fittings can limit their performance. Here’s a look at the most common sizes and styles found in most automotive shops, and how you can identify them. For more ToolIntel training, visit TechShop. The post Tool Intel – Understanding Air Tool Fittings and Couplers appeared first on Counterman Magazine. View the full article

The digital edition of Counterman’s April 2024 issue, part of AMN/Counterman magazine, is available for viewing on the Counterman website. The April issue features tech articles on rotating electrical assemblies and components; explaining the importance of a coolant flush; timing chains; and understanding the key differences between OHV, SOHC and DOHC valvetrains. The issue also features Tom Dayton’s popular “Counter View,” focusing on minding your Ps and Qs (price and quality). To view the April 2024 digital edition of Counterman, click here. Or, browse back issues in the Counterman archive. The post Read the April Digital Edition of Counterman appeared first on Counterman Magazine. View the full article

The ASE Education Foundation, International Truck and IC Bus have partnered to provide what they said is a unique training opportunity for 10 outstanding instructors from ASE-accredited post-secondary medium/heavy truck training programs. The following instructors were chosen to attend a five-day, hands-on training session at the Navistar OEM state-of-the-art training center in Woodridge, Illinois, and received a $1,000 scholarship to underwrite travel expenses. Nathan Berry, University of Alaska Anchorage Wayne Carpenter, Auto/Diesel Institute of Michigan Brad Conklin, Pennsylvania College of Technology Justin Conway, Lehigh Career and Technical Institute Robbie Lindhorst, Southeastern Illinois College Shannon McCarty, Ashland Community and Technical College Chad Parsons, Laramie County Community College Joe Valora, Elizabethtown Community and Technical College Brad Wake, Francis Tuttle Tech Center Lane Yarbrough, East Mississippi Community College To be eligible for the scholarships, instructors had to be nominated by their supervisors and submit an application, explaining how their program and students would benefit and why they should be selected. Representatives from the ASE Education Foundation, International Truck and IC Bus reviewed the submissions and selected the 10 winners whose programs would benefit the most from attending the hands-on training. The post ASE Education Foundation Partners on 10 Training Scholarships appeared first on Counterman Magazine. View the full article

For Mann and Hummel’s Key Account Manager for O’Reilly Auto Parts Jennifer Gibson, life is about balance. Balance between two different companies, and balance between work and home. Now, after being with her company for more than 16 years, she is helping usher in a new generation of female leadership in what she acknowledges is a male-dominated industry. “I am in the early stages of being a mentor to other young women in my company, and I want to make sure I give them the opportunity to grow and give them the best advice possible. And, I realize as a mentor that I’m paving the way now,” Gibson said. The mother of four children has celebrated her career successes, while also prioritizing family milestones. “The biggest legacy I will leave behind are my children,” Gibson said. “I’ve made it very clear to them that my family comes first in life. And, fortunately, they’ve always supported that. You’ve got to find a company that supports family and allows you to be there on those important times or important events within your family.” Gibson also reveals some of her keys to success and keeping a positive relationship between the company she works with and the one she works alongside. “Communication is key, and [in] any relationship that you have, it doesn’t matter if it’s with your spouse or with your boss or with your customer or your key contact person, communication is key. And, the way you communicate is even more important,” Gibson affirmed. Episode Overview When Gibson’s passion for the automotive industry began (0:46); Paving the way for the next generation of women in the aftermarket (2:15); Discussing the process and value of mentorship (4:10); Gibson discusses the importance of parenthood in her life (5:35); Knowing when. you’ve found a work/family life balance (6:20); Maintaining balance between two companies (8:15); What Gibson would like to see in the future of the aftermarket for women (11:39). The post From Mentorship to Motherhood With Jennifer Gibson appeared first on Counterman Magazine. View the full article

Now powered by a higher-capacity rechargeable battery, the LITESTIX by BendPak portable LED work light provides up to seven hours of continuous use on one charge. The new LITESTIX LS36SMDX model is designed to train task lighting wherever it’s needed without cords getting in the way. The light boosts visibility where general lighting isn’t strong enough, such as inside engine compartments, vehicle interiors, and underneath lifts, as well as when work is under way at night. Upgrading the rechargeable lithium battery from 1800 mAH (milliampere-hour) to 2600 mAh, means the latest LITESTIX model can deliver another full hour of performance. The work light boasts 36 LED bulbs that together generate 1,200 lumens of bright white light. Each lamp also features high and low brightness settings. Thanks to its high-efficiency LEDs, LITESTIX uses less energy and stays cool, making it easy to move around a vehicle without worrying about getting burnt. Designed for a long life of heavy-duty use, each LITESTIX is encased in an impact-resistant polycarbonate housing. Other key features are an innovative telescoping holder and magnetic swivel mounts that let you put it where you need it. LITESTIX also solves the century-old problem of how to sit a shop light snugly on a vehicle’s hood, roof, or other points on the body. Placement on the vehicle is often necessary to get the best visibility, but traditional lamps roll off. To accomplish this feat, LITESTIX has dual 90-degree swiveling handles equipped with magnetic ends that enable mounting the light tube on any flat or off-angle metallic surface. The lamp’s all-steel telescoping cradle frame can extend from 49.5˝ to 79.75˝ in length and can secure to the underside of a vehicle hood, for example, with the help of grabbing hooks attached at both ends of the frame. When used without the cradle frame, LITESTIX can be hung using recessed hooks inside the handles that twist out as needed. To order or learn more about the next generation of LITESTIX, visit bendpak.com/car-lifts/accessories/litestix-ls36smdx or call (800) 253-2363. The post LITESTIX Work Light by BendPak Now Lasts Longer appeared first on Counterman Magazine. View the full article

JNPSoft OptiCat, a provider of solutions to support aftermarket auto part suppliers with the mapping, maintenance, development, validation and publishing of their catalog data in industry standards ACES® and PIES, has launched DataLive, an innovative tool that transforms the way manufacturers manage their product data. With DataLive, manufacturers can now automatically track when their products reach a go live state on the various distribution sell platforms. “As part of our commitment to pioneering new and effective products for our customers, we are thrilled to launch DataLive to the Aftermarket Industry”, said David Williams, CEO of JNPSoft OptiCat. “DataLive gives our partners the ability to strategically follow up with distributors and retailers, perform reviews and accurately forecast supply chain management.” “DataLive was designed to determine why sales may not be happening as projected,” said Bryan Thueson, COO JNPSoft OptiCat. “DataLive has flexible packages based on search volume making it an effective tool to help you sell more parts”. DataLive aims to automate a process that is currently manual, saving manufacturers time and allowing them to allocate valuable resources to other critical operations. For more information about DataLive visit JNPSoft OptiCat. The post JNPSoft OptiCat Unveils DataLive Product Tracking Tool appeared first on Counterman Magazine. View the full article

In this aftermarketNews Executive Interview, Johannes Crepon, PDM Automotive Co-Founder & CEO, discusses the company’s platform, how it helps parts suppliers keep their product data up to date, how the use of AI technology makes e-commerce easier for suppliers and distributors, what the company has planned for this year, and more. aftermarketNews: PDM Automotive provides commerce software for auto parts suppliers, manufacturers, resellers and distributors. Give us a brief overview of how aftermarket companies have found partnering with PDM most beneficial. Johannes Crepon: The genesis of PDM Automotive was rooted in my own experiences and challenges as the founder of Velocity Automotive, an ecommerce company that sells parts for American cars throughout Europe. At Velocity, we faced difficulties connecting with suppliers, managing product data, and ensuring brand visibility. Recognizing these industry-wide issues, I started PDM Automotive to increase efficiency in the automotive aftermarket through seamless connectivity between suppliers and retailers. The PDM Automotive platform bridges the gap between auto parts suppliers, manufacturers, resellers and distributors. Manufacturers gain unprecedented transparency into where and how their brands are sold, enabling effective brand management and strategic decision-making. Resellers benefit from expedited access to up-to-date product data, reducing hurdles in acquiring and maintaining catalogs and allowing for agility in responding to market trends. At its core, PDM Automotive fosters connections and streamlines information flow across the automotive aftermarket. By providing a platform that enhances transparency for manufacturers and accessibility for resellers, we’re creating an ecosystem that elevates the entire industry. AMN: One of the hallmarks of PDM’s technology is allowing for a “seamless exchange of accurate and timely content across every facet of the automotive industry.” Tell us how PDM assists parts suppliers in keeping their product data up to date. How can the company help suppliers better adhere to ACES & PIES standards? Crepon: While ACES & PIES has become the most relevant data standard in the Americas, its implementation across the industry has not been without challenges. The standard itself, although comprehensive, does not fully address the intricacies of data exchange, with many resellers interpreting and implementing the standard differently, leading to a fragmented array of data requirements. Recognizing these challenges, our platform goes beyond merely supporting ACES & PIES standards; we enhance the standards with our proprietary connectors and algorithms, tailoring product data to meet the needs of every receiver. Suppliers can manage their data from a centralized platform, and we tailor this data to comply with the diverse interpretations and requirements of resellers across the industry. This process saves significant time and resources for suppliers and ensures that their product information is accurate, consistent, and easily accessible by resellers and end-users alike. Our technology “puts ACES & PIES on steroids,” ensuring suppliers’ data is always optimized for every channel, leading to a more efficient supply chain, increased product visibility, and a better customer experience. is a testament to our commitment to innovation and efficiency in the automotive aftermarket. Our ongoing development of proprietary connectors and algorithms signifies PDM’s dedication to continuous improvement. As the industry evolves, so do the standards and requirements for data exchange. PDM is at the forefront of these changes, ensuring our partners have the tools and support necessary to navigate the dynamic automotive aftermarket effectively. AMN: PDM allows brands to sell parts anywhere—from Amazon to national retailers and local parts suppliers. How is the company creating sales opportunities for brands while minimizing channel conflict? Crepon: Historically, brands struggled with over-distribution, diluting the brand image and causing inconsistent product presentation due to the lack of a cohesive strategy regarding distribution and authorized reselling partners. The rise of online marketplaces has further complicated this scenario, making it imperative for brands to actively manage how their products are represented across all channels. PDM addresses these challenges by offering a platform that guarantees high-quality listings on marketplaces like Amazon, eBay, and Walmart, while adhering to Minimum Advertised Price (MAP) policies. This strategic approach allows brands to protect their interests across all channels, including traditional channels, which are often jeopardized by price dumping on online marketplaces. By ensuring that products listed on these platforms are presented in a manner that reflects the brand’s standards and pricing policies, PDM helps maintain the integrity of the brand across the digital landscape. Additionally, our platform gives brands tools to actively manage their distribution, image, and product presentation, particularly important as consumer preference shifts towards online shopping. This allows brands to maintain control over their narrative and pricing. With PDM’s technology, brands can navigate the complexities of modern retail, ensuring that their products are distributed in a way that supports their overall sales strategy while protecting the channels most valuable to them. This holistic approach to channel management is vital in today’s market, where visibility across a multitude of platforms is not just an advantage but a necessity. AMN: The company uses AI to generate SEO titles, descriptions and marketing copy for products based on keywords and inputs in just seconds. In what other ways is PDM looking to use AI technology to make e-commerce easier for suppliers and distributors? Crepon: While our use of AI to generate SEO-optimized titles, descriptions, and marketing copy in mere seconds showcases our commitment to leveraging technology for efficiency, it’s just the tip of the iceberg regarding our AI applications. Our approach to AI technology is both strategic and discerning. Recognizing that AI’s strengths lie in its ability to process and optimize large sets of data quickly, we are mindful of its limitations, particularly when it comes to the precision required in our core data set—the richest automotive parts catalog in the industry. Accuracy is paramount, and while AI offers many opportunities, it is not inherently accurate. This understanding shapes how we integrate AI into our operations, ensuring that the reliability and accuracy of our core data are never compromised. One key area where we leverage AI is in the normalization of complex, non-structured data that has accumulated in the industry over the last century. This task, daunting for human teams due to the sheer volume and variability of the data, is where AI shines. Our engineering team utilizes AI algorithms to sift through and organize this data into a coherent, structured format. This normalization process improves the quality of our catalog and enhances the efficiency and accuracy of data management for our customers. Once we have perfected the data within the PDM catalog, we use AI to optimize it for specific channels. This optimization process involves adjusting product data to meet the unique requirements and standards of various e-commerce platforms, ensuring accurate presentations of our customers’ products, regardless of where they are sold. In doing this, we enable suppliers and distributors to maximize their online presence and sales potential across multiple channels. We’re exploring other ways to integrate AI into our solutions to further simplify and enhance e-commerce operations. These include predictive analytics for demand forecasting, AI-driven recommendations for inventory management and automated customer service solutions to improve buyer engagement and satisfaction. AMN: PDM was founded in 2017, and since it has grown exponentially. What does the company have in store for 2024? What can we expect from PDM in the next five years? Crepon: In 2024, we’re set to expand our reach and capabilities. Our recent investment in upgrading our system’s underlying infrastructure has positioned us to take full advantage of the opportunities that lie ahead. This strategic enhancement ensures our platform is scalable, resilient and capable of supporting our future ambitions. Our strategic priorities include developing more connectors, forging new partnerships, and expanding our catalog. Developing more connectors will broaden the scope of our network, making it easier for our customers to reach new markets and ensure accurate and up-to-date product information flows efficiently between manufacturers, suppliers, distributors, and retailers. We will add more partnerships; collaborating with other industry leaders and innovators is essential for driving collective progress and delivering comprehensive solutions to our clients. Another key focus is the ongoing expansion of our catalog. Our goal is to offer the industry’s most comprehensive and detailed automotive parts catalog, serving as the single source for all our clients’ data needs. This growing catalog, enriched with accurate and detailed product information, will empower our clients to make informed decisions and optimize their operations like before. Our vision for the next five years is to remain at the forefront of technology adoption in the industry, constantly exploring new ways to leverage technology to solve the unique challenges of our customers. Whether it’s through AI, machine learning, or other emerging technologies, our focus will be on providing solutions that make e-commerce easier, more efficient, and more profitable for suppliers and distributors. AMN: What do you want the automotive aftermarket to know about PDM Automotive? Crepon: PDM Automotive is not just about managing product data; it’s about increasing our customer’s market share in a $300 billion industry. While we are widely recognized for our Product Information Management (PIM) capabilities, our vision extends beyond managing rich catalog data; it includes a far-reaching ambition to connect every parts manufacturer with every buyer who needs or wants a part. Our vision to connect every parts manufacturer with every buyer drives every innovation and decision at PDM Automotive. We aim to streamline buying and selling auto parts by facilitating connections and creating a more integrated and cohesive industry ecosystem. We are constantly exploring new technologies, developing new solutions, and forging strategic partnerships to enhance our platform’s ability to connect manufacturers and buyers in the most effective and meaningful ways possible. We believe that achieving this goal will unlock the full potential of the aftermarket, creating opportunities for growth, innovation, and success for everyone. We invite you to join us on this journey, as we work to realize a future where every part finds its place effortlessly, benefiting manufacturers, buyers and the automotive community. Read more AMN Executive Interviews here. The post AI Technology Puts ACES and PIES on ‘Steroids’ appeared first on Counterman Magazine. View the full article

The Lisle 61860 torque adapter turns any 3/8″ drive ratchet or breaker bar into a 25 Newton-meter torque wrench, helping to prevent over tightening of plastic and aluminum oil filter canisters and filters. The 61860 torque adapter can also be used with a 21mm socket or wrench. Not for use with impact or pneumatic wrenches. For more information: lislecorp.com The post Lisle 61860 Oil Filter Housing Torque Adapter appeared first on Counterman Magazine. View the full article

Women in Auto Care is introducing its revamped Connection Circle, Women of the World. The event will take place the first Wednesday of every month beginning in May. “Join Dunya and Ellonyia as they host this engaging connection circle to discuss ways in which women can strengthen their visibility and amplify their roles within the automotive industry! The goal of this connection circle is to break barriers and challenge global stereotypes,” the announcement on LinkedIn said. The goal is to unite women from every corner of the globe to inspire, support, and network. Together, we’ll amplify voices, break barriers, and forge meaningful connections, Women in Auto Care posted. The first event will take place on May 1at 12 p.m. CST. The post Women In Auto Care Introduces ‘Women of the World’ appeared first on Counterman Magazine. View the full article

TechForce Foundation has announced Misael Rodriguez of Ben Davis High School and Dustin Thomas of CarMax as grand-prize winners in the sixth-annual Techs Rock Awards, recognizing their commitment to the profession. The Future Tech and Working Tech winners were honored recently in a ceremony hosted at Mecum Glendale 2024 at State Farm Stadium in Glendale, Arizona. TechForce Foundation’s Techs Rock Awards is the premier awards program honoring student and professional technicians’ dedication to their craft and to motivating others to pursue technical education and careers. An expert panel of celebrity judges reviewed hundreds of nominations to select 10 finalists representing categories including Automotive & Motorsports; Aviation, Motorcycle & Marine; Collision, Restoration & Welding; Diesel; and Emerging Technologies. Misael Rodriguez and Dustin Thomas were selected by popular vote to receive the grand prize, with more than 10,000 votes cast. The pressing national demand for top-tier technicians –nearly three job openings for every tech school graduate – drives the Techs Rock Awards. Honorees serve as true role models, inspiring the next generation and fueling the pipeline of future technicians. “We are thrilled to be able to recognize Misael Rodriguez and Dustin Thomas in person and with the nation,” said Jennifer Maher, CEO of TechForce Foundation. “Their commitment to the technician profession inspires others, and their success is a testament to the opportunities afforded by professional technician careers. Join TechForce in congratulating all of the Techs Rock Awards honorees who keep America moving and help our communities thrive.” Future Tech grand-prize winner Misael Rodriguez is an 11th-grade automotive technology student at Ben Davis High School and Area 31 Career Center in Indianapolis. “I felt the calling to be a technician at age 13 when my uncle and I replaced the starter solenoid on my dad’s truck,” he said. “I will always remember the feeling I got when the truck started because we fixed it.” As a first-generation Mexican-American, Rodriguez has had to find his own connections to the industry. SkillsUSA has presented him with these opportunities, and Rodriguez is all in. “I’ll compete for SkillsUSA Auto Maintenance Light and Repair this year with my group of four,”Rodriguez explained. “I’m the only first-year student in my group, and we hope to win Regionals.” He also is in the running for SkillsUSA Indiana State Officer and is on a team competing for the organization’s community service award by providing no-cost auto services. Rodriguez reflected on winning the Future Tech Grand Prize, “Winning the grand prize is a milestone achieved with the help of friends, family, community and God,” he said. “This award will help me with tools and motivate me to continue what I love. I want this opportunity to motivate more students and technicians not to give up and see that anything can be achieved. No matter what race, age, or gender you are, anything is possible with commitment and dedication. My goal is to become a leader, help others and help my community and peers grow and prosper.” Working Tech grand-prize winner Dustin Thomas is an automotive technician with CarMax in San Antonio. “After seeing from friends how unique and cool the automotive world could be, I was hooked,” Thomas said. “I worked at a small shop for two years after completing my associate in automotive technology in 2015, and later continued my growth by accepting a position with CarMax.” Thomas has established himself as a leader in his shop and his community. “I have attained all A1-A8 and L1 ASE advanced certifications, allowing me to be promoted to CarMax’s highest level of technician positions,” he explained. Thomas has worked with high school auto tech students and volunteered to support youth as far as two and a half hours from his home. “I’m just amazed and so happy for this opportunity I’ve been given,” Thomas said. “I wouldn’t be where I am today without my family, friends, and incredible work family at CarMax. CarMax has allowed me tremendous growth in the past 6.5 years, and I’m grateful to be recognized and supported by my leadership. I’d like to thank TechForce for helping shed light on our industry and promote further growth for our future techs. I feel incredibly lucky to have been chosen. I hope my story can inspire our up-and-coming generations to work hard and pursue an education and career in the technical industry.” As grand-prize winners, Misael and Dustin each received a trip to Glendale, Arizona, to enjoy Mecum Glendale 2024 and meet and be honored by industry leaders at TechForce’s National Partner Summit. The grand-prize winners also will receive a NAPA Carlyle toolbox stocked with Carlyle tools valued at $8,000 each. Thanks to TechForce partner Hertz, the grand-prize winners also will receive a week-long rental of a cutting-edge electric vehicle and experience the thrill of eco-friendly, high-performance driving in style. Each of the eight runners-up will receive a $500 AutoZone gift card and a GEARWRENCH modular tool set valued up to $1,000. The post TechForce Announces Winners of Techs Rock Awards appeared first on Counterman Magazine. View the full article

ZF Aftermarket announced the launch of 33 new part numbers in March for SACHS Continuous Damping Control (CDC) shock absorbers for approximately 1.6 million passenger vehicles in operation in the U.S. and Canada (USC). The new products expand ZF’s line of SACHS CDC shock absorbers by more than 70 percent, reflecting growing demand for advanced damping technology in the aftermarket, according to ZF. The CDC part numbers cover a variety of BMW and Audi models, among others. The CDC electronic damper system has been in large-scale original equipment production since the mid-2000s and is offered for many vehicles, from luxury cars to SUVs to compact cars. ZF said it has produced more than 35 million CDC dampers globally and plans to release additional CDC part numbers in the USC region throughout 2024. “Demand for continuous damping control shocks is skyrocketing in the USC aftermarket, so we’re very excited to deliver more of this advanced damping technology to our customers, and to continue building the SACHS CDC product line,” said Mark Cali, head of independent aftermarket, USC for ZF Aftermarket. The post ZF Expands SACHS CDC Shock Line for U.S., Canada appeared first on Counterman Magazine. View the full article

This is always an important topic to discuss, because I consider excellent customer service one of the most important tools you can have to earn trust, respect and repeat business from the customers that come through your door. Whether that customer is do-it-yourselfer from across town or the professional repair shop across the street, your business depends on a solid relationship. It’s a subject that I am passionate about, and it’s one that many people are losing touch with. Whether you are communicating to someone in person, on the phone or using some type of social media, good customer service and bad can both exist. You can’t afford the latter, so this is the first in a series of topics which can and should be shared from the front of the shop to the back. No matter which role you hold, you represent the shop and yourself. Customer service should be your number one priority. First on the list is the greeting. From the second a customer walks in the door, they need to know you appreciate them coming in and how important they are to your business. First impressions are everything and here’s the correct way to do it each and every time: look them directly in the eye, smile and say hello! Of course, you can say “Good morning” or “Welcome to Joe’s Autocare,” but it should be a formal greeting and the most important thing is that you have smiled, looked them in the eye and recognized that they have walked through the door. You should always retain a formal greeting until you are on a first-name basis with a customer. Only once you have established that level of relationship is it OK to use the less formal greeting of “Hi,” followed by the person’s name. This greeting does more than just indicate respect and appreciation for someone walking through the door. Most likely there are customers both new and old who are in earshot of your conversation. For newer customers, this continues to build rapport and reinforce their positive view of your shop; they see that you demonstrate respect and treat everyone in the same manner. For repeat customers, even ones that have been coming for years, the greeting is important because the way you treat them is the reason they continue to come. And when a long-time customer comes in and you greet them with “Hi [First Name],” this indicates your appreciation for them and that you’re glad to see them as a person, more than just a customer. New customers that witness this will see that your repeat customers are comfortable enough to be on a first-name basis, another indication of the trust they have in you. If you impress someone with remembering their name and what you did last to their car, you just built a skyscraper of rapport. There are certain situations where you will always greet someone by Mr., Mrs. or Miss., and that is usually after you have seen them often enough to remember their name, but before you know them on a first-name basis. Many people will say, “Just call me [First Name],” letting you know it’s OK, but until then it’s a sign of respect to use a formal greeting. In some cases, you may always use the formal; it can vary from person to person. When thinking about the greeting, keep in mind that many people are uncomfortable walking into an unknown situation. They are probably already stressed because their car is broken, and they know it’s going to cost them money. And they may have never been to your shop or been there too often. Your greeting puts them immediately at ease and indicates, especially if there are other people waiting (and this is very important), that you have acknowledged they are there. They’ll be comfortable knowing that you’ll get to them as soon as possible. It’s going to happen, often enough, that you will either be on the phone, right in the middle of explaining something to a customer or have your back turned at the moment someone walks in. If you’re on the phone, it’s easy. Simply smile and wave. That’s all it takes. Don’t use a phone call as an excuse to ignore and not initiate a greeting. You’ll probably even have coworkers that do this, hoping they won’t have to wait on this person. Advice for you: don’t. It’s a sign of weakness. Once you’re off the phone, be sure to make an audible greeting and let them know how long it will be until you are available to help. If you’re currently talking to a customer when someone walks in, you don’t have to stop abruptly or cut them off to make a greeting, but don’t take too long. Wait just until you finish a thought and squeeze in a quick audible greeting, such as, “I’ll be with you in just a couple minutes, sir.” One of my favorite tricks as a service writer is to always be alert and pay attention to cars as they pull up. Try to jot down the license if possible. There’s a good possibility that you will recognize cars before you remember someone’s name. You may remember that the car was in and you may recognize the person, but that’s it. If you’re quick on the fingers, before they get in the door, you can do a license plate search and bring up their name and also see what was done last. If you impress someone with remembering their name and what you did last to their car, you just built a skyscraper of rapport. They’ll never know you “cheated.” Heres’ another trick, even if you only had time to jot down the license number and you greeted someone, “Welcome to Joe’s Autocare, I’ll be right with you,” this indicates to someone that you are finishing something up and will let them know when you are ready. Even if you buy yourself 10 seconds, you can look up the license plate, then you can say, “I can help you now Mr. Smith. We did brakes just last month, right?” Perhaps the most critical is that you always smile and greet your customers, no matter what. I don’t care how bad a day you are having, or if you had a difficult situation with the last customer. It doesn’t matter. Let it go and concentrate on whomever just walked in the door. Your greeting is your first impression. Just like a strong handshake, dressing nicely and being on time for a job interview, this is your chance. Don’t blow it. You are, for all practical purposes, walking into a job interview. You are looking for a job and your customer is doing the hiring. Customer service. That’s how it’s done. The post Customer Service: How It’s Done appeared first on Counterman Magazine. View the full article

Over the past couple of months, MEMA has been building on momentum to try and get the REPAIR Act passed the organization said. Now, it’s announcing the next step in a campaign called the “At Home REPAIR Campaign,” asking aftermarket suppliers to get involved. “Members of Congress will be back at home frequently in April, May, June, and July. These recesses provide the perfect opportunities to meet with legislators and urge them, face-to-face, to pass the REPAIR Act in 2024,” MEMA said. MEMA’s goal: Suppliers schedule in-person legislator meetings and facility visits during these recesses to advance the REPAIR Act. This is after MEMA Aftermarket Suppliers completed their Washington D.C. fly-in to try and build momentum behind the REPAIR Act, also known as H.R. 906. The post MEMA Launches At-Home REPAIR Campaign appeared first on Counterman Magazine. View the full article

Applications are now being accepted for the 2024 Byrl Shoemaker/ASE Education Foundation Instructor of the Year. The award recognizes a high school or college instructor from an ASE accredited automotive, diesel/truck or collision repair program who demonstrates excellence through their personal dedication and commitment to the young men and women who have chosen to pursue a technical career in the automotive service industry. The winner of the Byrl Shoemaker/ASE Education Foundation Instructor of the Year will receive a plaque, an $1,000 award, and an expenses-paid trip for two to attend the ASE Instructor Training Conference held July 15-18 in Minneapolis and ASE’s fall board of directors meeting to be celebrated at the annual technician of the year recognition banquet on Nov. 20 in New Orleans. Candidates must be nominated by an administrator such as a principal, program director, dean, department chair or CTE director. Finalists will be contacted by ASE Education Foundation field managers to verify their information and eligibility. To nominate an outstanding instructor, administrators should complete the form at https://form.jotform.com/Michael_Coley/byrl-shoemaker-award by April 30, 2024. Dr. Shoemaker was the state director of vocational and adult education at the Ohio Department of Education from 1962 to 1982. He was a major contributor to education, including the development of the system of career technical education programs in Ohio and the development of the two-year post high school technician education centers that have grown into the system of community colleges across Ohio. Dr. Shoemaker was also instrumental in the development of VICA (now SkillsUSA) in Ohio as well as nationally and the development of NATEF (now ASE Education Foundation) accreditation, ensuring entry-level automotive repair training programs meet standards set by the automotive service industry at the national level, according to the ASE Education Foundation. “There are many individuals within the automotive service education field whose contributions continue to influence and inspire long after they are gone. Such an individual was Byrl Shoemaker, Ph.D.,” said Mike Coley, ASE Education Foundation president. “Few have done as much to advance technician education as Dr. Shoemaker. Each year, the ASE Education Foundation honors his memory with the presentation of an award in his name. It is a once-in-a-lifetime achievement for those outstanding instructors whose work reflects the same dedication to technical education modeled by Dr. Shoemaker.” The post ASE Education Foundation Seeking Outstanding Instructor appeared first on Counterman Magazine. View the full article

What appears as one of the most basic tools in your custgomers’ tool box or in your tool corral is far from it. Screwdrivers come in many shapes and sizes, and they are not created equal. The differences in design and manufacturing can add up to a valuable tool you own for life, or one that just takes up space. View Full Diagram This downloadable document features a collection of “screwdriver tips,” including the most common types, things to consider when buying them and ways to get the most out of your tools. The post Tool Intel: Why Are There So Many Screwdrivers? appeared first on Counterman Magazine. View the full article

MEMA announced Collin Shaw has officially assumed the role of president of MEMA’s Original Equipment Suppliers group, succeeding Julie Fream who served for 10 years in the position. Shaw’s commencement provides a continuation of leadership that ensures MEMA’s support of the supplier community’s evolution toward embracing emerging trends and strategies that will redefine the automotive supply chain’s future, the organization says. “Our strength lies in our collective voice and actions of all diverse members across both light- and commercial-vehicle sectors. As we welcome new supply chains, evolving technologies, and changing geographics, MEMA is committed to creating an environment where the supplier’s voice is heard and we, together, enable a profitable ecosystem,” said Bill Long, president and CEO of MEMA, The Vehicle Suppliers Association. “We are fortunate to have Collin’s passion, energy, and vision in further advancing the business interests of the original supplier community.” “For the past 120 years, MEMA’s vision has been to foster a profitable, innovative and influential ecosystem for its supplier members. As I look forward to the future, the vision remains consistent,” said Shaw. “Myself and the MEMA OE team will remain focused on; helping suppliers navigate the significant paradigm shift in vehicle architecture due to electrification and software defined vehicles, adopting and leveraging technology such as AI, and embracing the fresh perspectives brought by new leadership demographics to drive our industry forward.” As Shaw embarks on this journey, his message to members and employees is clear, the association says: “We are on the brink of transformative change. Your insights and feedback are invaluable as we navigate this journey together. We will continue striving to represent the automotive and transportation supply base with the dedication and excellence it deserves.” The post Shaw Assumes Leadership of MEMA Original Equipment Suppliers appeared first on Counterman Magazine. View the full article

On modern vehicles, overheating is a rare occurrence thanks to high-quality hoses, thermostats and better engine management. Unfortunately, the weak point is still the coolant. Whether it’s a 100,000-mile or 150,000-mile coolant, eventually it will break down and lose the ability to protect the components with which it comes into contact. Coolant at 100,000 miles may look the same as coolant with zero miles, as the real difference between good and bad coolant can’t be seen with the naked eye; it is in the chemistry and based on mileage. Coolant contains additives called buffers that keep it at a neutral pH but these buffers are meant to last forever. When these chemicals become depleted, the pH can’t be controlled. It rises dramatically in a short period of time the moment the buffers are fully depleted. This is why replacing the coolant at the recommended interval is critical. Coolant has two specifications that can be used to justify replacement — the condition of the additive package and the freezing point. The additive package is the secret sauce for a coolant. Its main function is to control corrosion. Other components of the additive help with heat transfer and cavitation reduction. Some additive packages use seal conditioners to extend the life of the gaskets and plastic carriers. The freezing point is measured by the overall specific gravity of the coolant, which has a direct relationship to the coolant/water mixture. This test can help spot coolant that has been compromised by the owner topping off with water. This measurement works well on systems that do not have pressurized reservoirs. The strength or freezing point of coolant can be measured with a simple hydrometer. This device uses a calibrated float or plastic balls (not as accurate) to show the specific gravity of the coolant. This, in turn, shows how much freezing/boiling protection the coolant offers. You must remember to compensate for temperature because the specific gravity (density) of the coolant is lower when the coolant is hot. The more professional tool for this purpose is an optical refractometer because it is very accurate and automatically compensates for temperature. Be aware: these are not simple, inexpensive tools. A refractometer can cost up to $300 or more because of the precision optics in its lens. Ethylene glycol (EG) and polyethylene glycol (PG) antifreeze have slightly different densities, so you have to use a hydrometer or refractometer with the appropriate scale (or one with a dual scale) for accurate test results. Color-coded chemical test strips that are dipped into the coolant can be used to quickly and easily reveal the condition of the coolant. These strips of coated capillary paper react to the presence of certain dissolved minerals in the coolant and change color to give a good, marginal or bad indication of the coolant’s pH condition. Some test strips also show the concentration of antifreeze in the coolant. The added benefit of test strips is that the results can be shared with the owner by attaching the used strip to the inspection form. But, mileage is the gold standard for any coolant replacement recommendation. Engineers and chemists spend a lot of time formulating the coolant to match the engine and interval. If you are performing a water pump, heater core or hose repair, recommend a full coolant flush. Just topping off the coolant can lead to a mixed bag when measuring the pH and freezing point. Also, check the specific gravity before a repair. Many customers know how to top off their coolant with water that could dilute the coolant concentration. Selling any fluid maintenance service is difficult these days. But, if you document and educate customers on the importance of coolant, it becomes more than just an “add on” service. The post Why Does Engine Coolant Need Replacement? appeared first on Counterman Magazine. View the full article

The Automotive Aftermarket Charitable Foundation (AACF) announced the launch of its 65th-anniversary fundraising initiative. Running through July 1, 2024, the campaign aims to raise $65,000 through 1,000 donations of $65 each. This impactful effort highlights the industry’s commitment to taking care of its own, the AACF said. From sudden illness and death to natural disasters, the foundation has provided assistance to industry professionals and their families during their darkest hours. As AACF celebrates its 65th year of service, it remains steadfast in its mission to provide financial support and resources to those in the automotive aftermarket industry in need, the organization said. In honor of this milestone, AACF is calling upon automotive aftermarket industry professionals, as well as compassionate individuals eager to lend a helping hand, to join forces in raising $65,000. By making a symbolic donation of $65, supporters can contribute to a fund that offer vital assistance during a time of greatest need. “Over the past 65 years, AACF has remained unwavering in its commitment to supporting members of the automotive aftermarket community during their most challenging moments,” said Joel Ayres, AACF executive director. “As we embark on this historic fundraising initiative, we are inspired by the generosity and compassion of our supporters. Together, we can make a profound difference in the lives of those facing adversity, demonstrating the industry’s unwavering dedication to taking care of its own.” The post AACF Launches 65th Anniversary Fundraising Initiative appeared first on Counterman Magazine. View the full article

Don Henthorn, owner and founder of BendPak Inc., peacefully passed away at home Thursday, March 28, at the age of 85. Under his leadership, BendPak has grown from a small machine shop to one of the world’s leading manufacturers of car lifts and automotive service equipment. Management and operations of the privately owned company are unchanged. Henthorn transitioned day-to-day management to the current leadership team in 2022 as part of an established succession plan. Serving as chairman emeritus, he continued to coach the team, coming to the office six days a week. “Don’s visionary leadership and unwavering dedication have been the cornerstone of BendPak’s success. His passion, wisdom, and guidance have left an indelible mark on all of us and the organization,” said Jeff Kritzer, BendPak president and CEO. “His legacy lives on through the values and principles he instilled in our company. He was not only a leader, but also a mentor, inspiring all of us to strive for excellence and to never settle for anything else.” Henthorn enlisted in the U.S. Army at 19 years old. He was stationed at a Nike Ajax missile site in Connecticut. While there, he met Virginia Ann “Ginger” Eib, and they married two days after he was discharged in 1959. Three days after that, they moved to California, where he went to work in the burgeoning aerospace industry. After learning all he could, he started Quality Machine & Associates (QMA) in Simi Valley, California. This premier job shop specialized in precision machine work for aerospace and defense giants like Rocketdyne, Rockwell, and Hughes Aircraft. Not content with the “feast or famine” workload of a job shop, Henthorn labored after hours to develop and patent specialty tools QMA could market itself. The most successful of these included the 5ivePak, a portable combination coil spring compressor, U-joint press and gear-puller; a MacPherson strut spring-compressor; and a portable exhaust pipe expander. By the 1970s, Henthorn was increasingly focused on building equipment for the then-bustling muffler shop industry. In 1977, he oversaw construction of the company’s first new building, a 20,000-square-foot manufacturing facility in Moorpark, California. Two years later, QMA introduced a hydraulic tubing bender for muffler shops, and Henthorn was inspired to change the company name to match. “BendPak” was born. In 1983, responding to customer requests, Henthorn introduced BendPak’s first four-post lift and entered the vehicle lift market. Over the ensuing decades, BendPak continued to grow. Today, the company has manufacturing and distribution facilities around the world and employs more than 275 people. In 2023, BendPak moved its global headquarters into a LEED PlatinumTM certified administrative building in Agoura Hills, California. Work is underway on the BendPak Industrial Complex, a huge light industrial space being developed in Mobile County, Alabama, near the company’s recently expanded East Coast campus. Never one to seek awards or accolades, Henthorn was a believer in hard work. Motivated by the fear of failure and the desire to expand his mind and his business, he pushed the company to continuously improve and grow. For decades, he was the first person in the door every day, starting between 5 and 6 a.m., Monday through Saturday. When asked the secret to BendPak’s success, he would answer simply, “We outwork everybody.” Henthorn took his responsibility for the safety of millions of mechanics around the world very seriously and was committed to ensuring that BendPak produced superior products. “We at BendPak wholeheartedly hold the philosophy that only going above and beyond on every product, for every customer, will keep us growing in this business,” he wrote in a letter to customers on BendPak.com. “When BendPak started, I was the sole name and voice attached to the company’s product development and operations. Today, BendPak exists beyond the control of just a few sharp minds. The hundreds of employees we hold dear are heard from and appreciated on a daily basis, which is why people continue to want to work here, and it’s why we’ll continue to thrive for generations to come.” Henthorn could often be found out in the shop tinkering and inventing things. He also enjoyed golfing and sharing memories with friends, family, and colleagues. Henthorn is survived by his wife, Ginger, daughter, Susan, and grandchildren Annika, Reagan, Carson, and Kennedy. He was preceded in death by his son, Gary. For a look back on his life, please visit the BendPak blog. The blog will be updated with service information when available. About BendPak Established in 1965, BendPak Inc. is an American-owned global manufacturer of vehicle service equipment and specialty consumer products sold under the trademarked brands BendPak®, Ranger®, Autostacker®, QuickJack®, Cool Boss®, GrandPrix®, JackPak®, MaxJax®, and ErgochairTM. Its collective range of products includes car lifts, parking lifts, EV battery lifts, pipe benders, air compressors, tire changers, wheel balancers, wheel aligners, brake lathes, evaporative air coolers, rolling work seats, and other equipment. The post BendPak Founder Don Henthorn Passes Away appeared first on Counterman Magazine. 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Dayco said it is adding coverage to three of its product lines: serpentine-belt kits, belts and hoses. The 29 new part numbers will be available by the end of March for distributors interested in adding to their product coverage. The following is a breakdown of the part numbers by product category: Four serpentine-belt part numbers – For ’18-’22 Camrys, Rav4s, Accords, Altimas and Rogues as well as ’20-’22 Silverado and Sierra Duramax trucks Five serpentine-belt kits – Adding 3 million in VIO coverage to the Dayco serpentine belt kit line that now covers over 150 million cars in operation 20 hoses – Including curved, branched and heater hoses for millions of vehicle applications “These new product introductions are part of a strategic effort at Dayco to ensure coverage across a broad range of makes and models, especially those we are seeing entering the sweet spot,” said Jerry Reeves, manager of product management for Dayco North America. “Expect to see more line expansions in the months to come as we continue to look for new applications to bring to market.” The post Dayco Adds 29 New Part Numbers to Portfolio appeared first on Counterman Magazine. View the full article

Purolator Filters, a division of MANN+HUMMEL, announced that its PurolatorBOSS and PurolatorONE oil, air and cabin air filters are now available at 240 Meijer supercenters throughout the Midwest. Meijer will stock Purolator filter products covering 240 million cars, crossovers, SUVs and light trucks on the road today. Additionally, Purolator and Meijer will work together to promote the value of routine vehicle maintenance through campaigns featuring specials on oil-change supplies, bundling discounts and bonus rewards in Meijer’s mPerks loyalty program, the company noted. “Purolator is a brand that has been trusted by do-it-yourselfers for more than a century, and this agreement enables these self-starters to purchase our premium vehicle filters while taking advantage of Meijer’s one-stop shop convenience and popular repeat shopper program,” said Daryl Benton, vice president of sales and marketing for the automotive aftermarket with MANN+HUMMEL. The post Purolator Expands into Meijer Supercenters appeared first on Counterman Magazine. View the full article

Terminology is one of the hurdles we face day in and day out in the automotive industry. It varies between automakers, parts suppliers, technicians and consumers. Gaskets and seals are some of those terms that are easily mixed up from time to time. So, what’s the difference between a gasket and seal, since they’re both designed to do the same thing? A gasket is any material installed between two fixed components with flat sealing surfaces, designed to conform to minor surface irregularities and prevent any liquid or non-liquid that passes between the components from going anywhere other than its intended location. In this case, liquid can be oil, coolant, transmission fluid, power-steering fluid, gasoline … you get the idea. Non-liquid refers to air, exhaust or fuel and crankcase vapors. Gaskets can be made of paper, cork, rubber, steel, aluminum, copper or a combination of materials. A seal, at least in most cases, is made of rubber. The main differentiator, however, is not material but application. Gaskets are compressed tightly between two fixed components, whereas a seal is not tightly sandwiched or compressed in the same manner (at least most of the time), since it must allow movement of one of the components. It’s easy to get deep in the weeds here, because a seal, by most accepted definitions, is used between a fixed and a moving component. Getting even more “technical,” this is called a dynamic seal, and a gasket can be referred to as a static seal. So, one is the other?! Well, I’ll try to keep the grass as short as possible. The easiest way to grasp it all is by looking at some examples. Common gaskets are head gaskets, valve-cover gaskets, thermostat-housing gaskets and exhaust-manifold gaskets, just to name a few. The components they seal between are bolted or held firmly to each other. Gaskets have the advantage of sealing high pressure, such as that built during the compression stroke or in the cooling system, and depending on material, they can handle extreme heat, such as exhaust-manifold gaskets. Seals, on the other hand, can’t handle the same amount of pressure, and rubber can’t handle extreme heat. Examples of common seals are crankshaft and camshaft seals, transmission input and output shaft seals and axle seals. The common link is the fact that all these components rotate. But get ready to fire up the weed-eater. If all that’s true, what’s the difference between a thermostat-housing gasket and a thermostat-housing seal? A thermostat gasket is a thin, paper-type material that installs between the housing and the intake manifold, block or wherever the housing is mounted. In most cases, the housing is made of metal. Then, as plastics became more common for use in automotive components, thermostat housings were one of the first things to change over. Plastic is less expensive and easier to manufacture, and it’s lighter-weight. Plastic thermostat housings, however, required an O-ring seal instead of a gasket, for many reasons. Plastic wasn’t strong enough to handle the same amount of torque as a metal housing, so the lower torque required to prevent cracking the plastic meant a gasket would be less effective. Rubber O-ring seals compress when tightened, and an advantage of rubber lies in its elastic properties, meaning it always wants to return to its original shape. This causes a rubber O-ring to keep constant tension outward equally in all directions. Another advantage of a rubber O-ring in this case is the expansion rate of metal and plastic is very different. Use of an O-ring allows an increased range of movement while maintaining a positive seal. Many cooling-system quick-connect hoses and bypass tubes utilize rubber seals. The reason is not only the elasticity of the O-rings, but also the fact that when a rubber seal is used between two components, it allows a certain amount of “float” between them during expansion and contraction, maintaining a positive seal with no stress on the components. I mentioned earlier that most seals are made of rubber. It’s likely true to say all of them are today, but years ago before we had developed good rubber technology, seals were made of felt, leather and, in some cases, asbestos. It was the only way to bridge the gap between a fixed and moving component and keep it from leaking, at least for the most part. Prior to the advantages of today’s rubber technology, vehicles often were equipped with two-piece crankshaft seals. These were considered “rope” seals, simply because they looked like a piece of rope. Many of these were made of asbestos. One piece was installed in a groove in the engine block, and the second piece was installed in the bearing cap. It required very careful work to install these successfully with no leaks, and it proved to be very difficult over the years. If you’re around old cars often, you know that classic-car owners often keep a large piece of cardboard underneath to catch offending drops of oil that in most cases come from a two-piece crankshaft seal. Eventually, auto manufacturers switched over to one-piece crankshaft seals to eliminate this problem, and many old engines can be retrofitted to a one-piece seal. The bottom line is that seals are used because they allow movement of components while keeping constant tension against them. To aid in sealing, most shaft seals have a small spring on the inside of the sealing lip to assist in keeping tension against the moving component. O-ring seals are used because they keep constant tension between components while allowing expansion and contraction. This is why O-ring seals are used in air-conditioning systems, and O-ring seals such as this have the ability to handle a higher pressure. Is there a difference between a gasket and a seal? Absolutely. Is there gray area? Sure. You can dig even deeper with head gaskets that are made of one material yet feature rubber seals around coolant passageways. This is a gasket with seals incorporated in certain areas to take advantage of the benefits of elasticity in the rubber. Above all, whether your customer asks for a gasket or a seal, you know one thing: They’re trying to stop a leak. That means they need the parts; fluid to replenish what was lost; and shop rags and cleaners to clean up the mess! The post Gaskets vs. Seals appeared first on Counterman Magazine. View the full article

It’s been estimated that fraudulent warranty claims cost auto parts stores $600 million every year. Those costs stem from a number of expenses that are set in motion by a return, including manually processing credits; reverse logistics and transportation; repackaging products; and additional quality-control testing to rule out major defects in materials. The “Check the Part” campaign estimates that more than 50% of warranty returns are either brand-new or not the manufacturer’s product – which suggests that many parts professionals aren’t even looking at the item that’s being returned. Endorsed by MEMA Aftermarket Suppliers and the Auto Care Association, the campaign encourages parts professionals to follow a simple three-step process when processing warranty returns: Open the box. Inspect the part. Verify the return. Recently, Dorman Products published a return guide for CV-joint kits. If a customer wants to return a CV-joint kit, Dorman offers these three tips to help to determine if it’s a valid warranty claim: Open the box and make sure the correct part is in the box. Some customers may try to return unrelated products and heavy objects as a scam. Dorman parts will be laser-etched with the part number as shown. OEM parts or parts from other manufacturers are not valid returns. Some joints come lubricated from the factory. Others have grease supplied. Grease must be installed in all cases. No joint can last without lubricant! Verify grease was present – the unit should be pretty messy when returned. If you see rust, blue discoloration or distorted components, it’s likely the joint had too little grease and thus is ineligible to be returned. Please share examples of ineligible returns on checkthepart.com. You can download a PDF of the return guide below: CV-Joint-Kit-Check_Check-the-PartDownload The post Check the Part: Return Guide for CV-Joint Kit appeared first on Counterman Magazine. View the full article

Ask anyone what a “complete” brake job is and you’re likely to get a variety of answers. In the context of professional automotive repair, I define complete as meaning correctly done. Why? Because the actual work that needs done to any given vehicle can vary depending on vehicle mileage, age and condition. And it can vary based on the equipment. For example, do you have access to a brake lathe? As a counter professional, you’ll have to dig into the details with your customer to determine what they need. However, there are simple guidelines to follow that will ensure you’re advising a “complete” brake job every time. Brake Fluid, Brake Fluid, Brake Fluid Above all, clean brake fluid is my first requirement. It’s probably one of the most overlooked vehicle services, and most people don’t think of it as part of a brake job. It’s an afterthought only considered if they’re forced to do it. Anytime I perform brake work, the first part of the inspection is the bleeder screws. They must be able to open. No brake job is complete without flushing the brake fluid. There’s no need to get “crazy” with it either when it’s done on a regular basis. A couple small 12-ounce bottles are plenty. Use a clean suction-bulb to remove as much brake fluid as you can from the master-cylinder reservoir, refill it, then flush fluid through until you can fit the contents of both bottles into the reservoir. Start with five strokes at each wheel until you see how much fluid is being forced through, so you equally balance the flushing from front to rear. Contaminated brake fluid is corrosive and damaging to all the internal brake-system components, and it can cause poor braking performance. Even though every manufacturer specifies to flush it on a regular basis, it’s still out-of-sight, out-of-mind for a lot of people. In my opinion, you can’t change the brake fluid too often. A complete brake job not only includes fluid, but also calipers or wheel cylinders in any situation where the bleeders don’t open. Pads and Rotors When disc brakes are being serviced, pads and rotors are at the core of the job. It’s far less common to resurface rotors than it has been in past times, and it doesn’t matter if you take that road or go with new. But the bottom line is something must happen with the rotors. “Slapping” a set of pads on old rotors is an immediate fail. The pads will never bed in properly, and you’ll only be faced with poor brake performance, uneven pad wear and unwanted noise. The bottom line: Rotors must be resurfaced or replaced for the job to be complete. By the same token, old pads on new rotors equals an incomplete brake job. Why would someone do this? Your guess could be as good as mine, but believe me, I’ve seen it all and I’m sure you have too. New pads and rotors bed in together. In other words, they rely on each other for proper brake operation. Drum Brakes If you thought there were some offenders with disc brakes, drums are often worse. For some reason there seems to be a perception that brake drums miraculously never need service, but the same theories hold true. If you’re replacing brake shoes, the job is only correctly done by resurfacing or replacing the drums. Hardware Hardware is anything from springs and hold-downs on drum brakes to anti-rattle clips and slide-pin boots on disc brakes. All these little pieces are important to proper brake operation. On drum brakes, even though everything may be intact, it’s also old and the springs will simply be fatigued. On disc brakes, the same holds true and even anti-rattle clips that look OK can be worn or fatigued in some manner. Luckily, most pads come with the hardware. They don’t put it in the box just for fun. One of the most overlooked parts of disc-brake service is the fact that the pads must be able to move freely in the caliper bracket and the calipers also must be able to move freely back and forth. Most calipers (excluding fixed calipers) feature slide pins that allow this to happen. No brake job is complete without removing the slide pins, cleaning them up, lubricating them and reinstalling them with new boots when required. It’s surprising how often the slide pins are stuck and how often brake pads are jammed in place due to rust, and the rust must be completely removed to allow free movement of the new brake pads. Stuck pins or stuck pads cause uneven and accelerated wear, dragging brakes, pulling and excessive heat buildup. Lubrication I touched on it already, but it’s worth a second mention. In addition to the slide pins on calipers, the brake pads require lubrication any place they contact the caliper bracket or caliper. Brake lube is specifically formulated to a) not damage or swell rubber components such as piston or slide-pin boots, b) prevent vibrations that cause noise, c) lubricate the pad contact points so they move freely in the caliper bracket and d) resist washing out. In the case of drum brakes, the backing plates feature specific contact points for the brake shoes, which should be cleaned and lubricated. Brake shoes also require lubrication at pivot and contact points between the shoes and hardware. Inspection Determining what is required for a complete brake job can only be done through inspection and disassembly. It’s easy to see worn-out pads and rusty rotors through a wheel, but even when that’s evident, you can’t see anything else until you take things apart. This is when you inspect for brake-fluid leaks, seized or damaged hardware, torn dust boots and functional bleeder screws. If leaks are found or dust boots are torn on a caliper piston or wheel cylinder, or if the bleeder won’t open, the components need to be replaced. Only until disassembly is performed during an inspection can you say absolutely what’s needed for any given vehicle. Sure, we can all look at a 50,000-mile four-year-old vehicle and say that it needs pads and rotors, and most likely those are the only hard parts it will need. But it’s no guarantee, and the higher the mileage and older the vehicle, the more likely we’ll find something else, which leads to the next category … Recommending Parts There’s always a way to work into the conversation of a complete brake job. The next time someone comes in and wants pads and rotors, you might ask, “Would you like me to look up caliper availability just in case a bleeder screw doesn’t open, or a caliper pin is seized?” If they’re an experienced technician, they know how often that happens, and they’ll likely say yes, just to know in case they need them, and they’ll appreciate it! If they’re new at all this, it will get them thinking and open the door for your advice. The next thing you know, they might change their mind and decide to buy new calipers – or at minimum they’ll leave with the extra goodies they need for a complete brake job, such as brake lubricant, brake fluid, brake cleaner and some shop rags. If they get into the job and realize there’s a problem, they’ll be right back at your store. The post Selling the Complete Brake Job appeared first on Counterman Magazine. View the full article