counterman, december 2013

Take Charge Of A/C ● The Benefits Of ASE Certification ● Ceramic Takes Center Stage

December 2013

2013 CounterProfessionalof the Year

MeetRaymond Guffey III

MeetRaymond Guffey III

counterman.com/ASAP for reader service

Counter Professional of the YearBy Mark PhillipsMeet Raymond Guffey III, the 2013 Counter Professional of the Year, sponsored by Affinia Group, WIX Filters and Raybestos Chassis. ....................22

Tech Features By Larry CarleyTake charge of A/C. ....................................28Ceramic takes center stage. ..........................30CV joints take a pounding. ..........................32Engine sensors keep everything in check. ..34

Mechanic Connection By Gary GomsThe benefits of ASE certification. ...............36

COUNTERMAN (ISSN 0739-3695) (December 2013 Volume 31, Number 12): Copyright 2013 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 ..................................................................................6You gotta want it.

From The Publisher By S. Scott Shriber......................................................44Are you ready for this?

Counter-tech By Mandy Aguilar ......................................................................46Sensor — not included.

Allen & Allan By Allen Markowitz and Allan Gerber ......................................48Counter professionals need training, too.

features

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2 December 2013 | Counterman

DecemberVolume 31, No. 12

INSIDE

Facebook.com/CountermanMag@CountermanMag

Cover photo by Bob Self

NASCAR Performance ..................................................................................8This monthly special section takes you behind the scenes of this fast-growing sport.

MarketPlace ......................................................................................10,11Every month, MarketPlace showcases the newest automotive prod-uct and service innovations your customers are asking about!

Aftermarket News ......................................................................................12Aftermarket News presents news, views and analysis of currenttrends and events in aftermarket distribution.

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

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departments

There’s a great book on business andpersonal achievement that has soldmillions of copies.

Yes, it was published in 1937, butNapolean Hill’s “Think and Grow Rich”is as relevant today as it was nearly 70 years ago.

At the prodding of Andrew Carnegie— yes, that Andrew Carnegie, the industri-alist, young journalist Napolean Hill setout to interview many successful peopleand boil down their triumphs into a simpleformula. Carnegie thought this simple for-mula was something anyone could masterand become successful.

In the book, Hill writes, “If you truly de-sire money so keenly that your desire is anobsession, you will have no difficulty inconvincing yourself that you will acquireit. The object is to want money, and to be sodetermined to have it that you convinceyourself that you will have it . . . You may

as well know, right here, that you cannever have riches in great quantities

unless you work yourself into awhite heat of desire for money,and actually believe you will pos-sess it.”

In other words, if you want it,you gotta want it — bad.

Though the book’s titlementions “rich” and

deals with moneythroughout, its

EDITOR’S INKBy Mark Phillips

You Gotta Want Itprinciples could be applied to any goalsomeone wants to attain. This book waswritten toward the tail end of the Great De-pression, a time when people were hungryfor an idea might ward off the hardshipthey had just endured.

One of the steps in achieving your goals,Hill writes in his book, is to write themdown and say them out loud. (Go in thebathroom if you don’t want to look goofytalking to yourself.) There is somethingabout the act of writing a goal down andverbalizing it that cannot be overstated.

Why am I bringing all this up? Becausewe’re about to begin a new year. If it’s beena good year for you, let’s repeat it and getbetter for 2014. If 2013 wasn’t such a goodyear, let’s get a lot better!

A Word About AftermarketJobs.com

We at Babcox Media are offering an exclu-sive, special service. AftermarketJobs.com ismore than a jobs board — it’s a comprehen-sive hiring platform, solely for the automo-tive aftermarket. We publish job openingsin the distribution, collision, executive, tireand service and repair segments. If you’rehunting for another job, it’s the best placeto turn to. Or if you’re in hiring mode atyour warehouse or retail operation, it’s anessential way to get your job ad noticed.

For information about posting a job, con-tact Karen Kaim at [email protected] orvisit the site, AftermarketJobs.com. CM

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

There issomethingabout the act of writing a goal down and verbalizingit that cannot be overstated.

Track Talk

Shock technology is a very special tool in a NASCARteam’s tuning arsenal.

NASCAR competitors sim-ply can’t risk a substandardshock setup – it literally can bethe difference between a 30thplace finish or tasting cham-pagne in victory lane.

Most every team nowemploys at least one shock spe-cialist who is charged withfinding the right combinationthat will allow the race car toget as low to the ground as pos-sible without dragging the noseof the Gen-6.

Hendrick Motorsport’screw chief Alan Gustafsonrelies on veteran shock special-ist Chris Golder to make sureJeff Gordon’s No. 24 AxaltaRacing Chevrolet SS has precisehandling and comfort fromMartinsville to Texas and everywhere in between on the circuit.

Golder, 33, grew up in

Alpharetta, Ga., greasing hispassion for restoring carsalongside his dad who ownedan automotive repair shop.

“I have always had aninterest in cars,” said Golder. “Igrew up with three younger sis-ters and no brothers, so carswere kind of a way for me andmy dad to spend time togetherand bond.”

After graduating fromGeorgia Tech in 2004 with adegree in mechanical engineer-ing, Golder began his NASCARcareer at Hendrick Motor-sports. Today, as the shock spe-cialist on the No. 24, he workswith Gustafson to determinethe best setup packages.

“My main responsibility isthe springs and the shocks,”explained Golder. “Springs areused to control the height ofthe race car. At the bigger, fastertracks both the front and rearattitude is very important, sowe work a lot with springs andspring rubbers, along with theshocks and bump stops.”

Golder spends much ofhis time daily configuringshock-spring combinations foreach racetrack to ensureGordon has the best possiblecontrol over the car.

“I run simulations tocome up with good packages,”explained Golder. “I work upoptions around those packagesto try and practice to get Jeff’sfeedback.”

NASCAR does not allowteams to run data during therace weekend, only during testsessions. So, simulation has tobe spot-on.

“Without data, sometimeswe don’t know exactly what’sgoing on out there on the

track,” said Golder. “We have tobe able to move quickly andmake changes if needed sincewe only get about three hoursof practice on a weekend.”

On race weekends, youcan find Golder working insidethe No. 24 transporter. Hisworkstation houses a shockdyno that moves at differentdisplacements, enabling theteam to measure different driveand track profiles.

“The front shocks on racecars are what we like to call‘aero inhibitors,’” explainedGolder. “On the front shocks,we have bump stops that wefine tune to affect the attitudeof the race car. There’s a greatcompromise between runninga softer bump stop, which isgoing to feel better to the driv-er, versus a stiff stop that’s goingto keep the car sealed down tothe racetrack and help improvethe aerodynamics.”

That delicate balance hasbecome one of the criticalpoints on a race car.

No track is smooth assilk – Golder says short tracks

and rougher tracks are thetoughest on shocks. How thecar handles depends on whichshocks are used and how resist-ant they are to motion. To con-trol the movement, teams cantweak the piston, shims and oil inside a shock for each track.

To keep the oil from foam-ing and losing its ability tocompress and rebound, ashock is pressurized with nitro-gen. NASCAR rear shocks canhave no less than 25 pounds ofpressure per square inch (psi)and no more than 75 poundsof pressure psi.

Golder, who maintainsapproximately 130 shocks dur-ing the season, says he doesalmost 200 re-valve jobs peryear and installs between 30 to40 percent of the shocks on therace car himself.

“The easiest tracks onshocks are the superspeedwayswhere you’re not worryingabout mechanical grip,” saidGolder. “The most technicaltracks are the short tracks androugher racetracks like LasVegas and Atlanta.”

Shock therapy: NASCAR competitors can't risk a substandard shocksetup – it can be the difference between a 30th place finish or victory lane.

The Bump Stops Here

Shock specialist Chris Golder is avital member of Jeff Gordon’s on-track success.

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

Rislone Ethanol Fuel TreatmentPrevents Costly Ethanol-RelatedDamage in Cars, Trucks and Boats

Popular ethanol fuel mixtures like E10, E15and E85 flex-fuel may contribute to fuelsystem deterioration and engine problemsfor certain vehicle owners. Encouragecustomers who store their vehicles forlong periods of time, drive in high-hu-midity environments or fill trailered per-sonal watercraft and boats at gas stationsto prevent damage with new RisloneEthanol Fuel Treatment. The super-con-centrated formula provides ethanol stabi-lizers and conditioners not found intraditional fuel additives. Rislone EthanolFuel Treatment (P/N 4774) is compatiblewith all two-cycle, four-cycle, fuel inject-ed, direct injected, turbo and carburetedengines. It should be used year-round foroptimal protection against rust, corrosion, gum andvarnish.


MAHLE Clevite Expands North AmericanProduct Offering

MAHLE Clevite has expanded its North Americanproduct offering to include Behr thermostats andother components for temperature regulation, as aresult of the progressing acquisition by MAHLE ofBehr. This extensive range of thermostats, switchesand sensors for the automotive aftermarket is avail-able under both the MAHLE Original and Behr

brands. MAHLE’sacquisition in Mayof the majority sharein Behr and BehrThermo-tronic, pro-vides the MAHLEGroup with the re-sources to offer a fullline of thermostatproducts to the auto-motive aftermarket.

JohnDow Industries and its Dynamic brand recentlyintroduced a new line of TPMS Sensor Storage Cabi-nets. The single-door TPMS-90 cabinet will hold up to90 DVT-sensors that are stored in separate rows foreasy identification. Up to 72 DVT-sensors can bestored in the TPMS-72P two-door deluxe cabinet alongwith up to 28 boxes of service kits and accessories. Apullout drawer is added tohold essential TPMS servicetools. Both cabinets can belocked for additional security.The cabinets can be wall-mounted or mounted to theoptional TPMS-CS cabinetstand. This stand is a conven-ient way to locate either cabi-net close to the work area orany open area in the shop.The Dynamic TPMS brandfeatures multi-application

DVT (Dual Valve Technology) sensors. The six Dy-namic-DVT pre-programmed sensors provide 85 per-cent brand-to-brand coverage for domestic and Asianvehicles. In addition to the DVT-sensors, TPMS serv-ice rebuild kits and TPMS mechanical tools also arepart of the Dynamic TPMS product line.

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

JohnDow/Dynamic Introduces New Line Of TPMS Sensor Storage Cabinets

counterman.com 11

Philips Debuts New X-tremeVision LED Exterior Lighting

Philips Automotive North America, a division of Royal Philips, has unveiled new street-legal ap-plications for stop, tail and back-up lighting with its new line of Philips X-tremeVision LED Exte-rior Lighting. These new Philips X-tremeVision LED Exterior bulb replacements use

high-powered LEDs to deliver five times morelight output than standard 1156, 1157 and 921 in-candescent bulbs, while using 13 times less ener-gy. The extra light output provided by these newLEDs helps increase safety and speeds driver re-sponse during braking. Designed as direct re-placements for original equipment, they areheat-resistant and offer a perfect fit in the vehi-cle’s existing bulb socket. With a life expectancyof up to 12 years, the new Philips LED lights willlast substantially longer than traditional bulbs.The new LED lamps are available in Intense Redfor 1156 and 1157 for stop, and tail light, as well

as 6000K Xenon White for 921White and 1156 White for backup light applications.

SMP Releases 412 New Intermotor PartsStandard Motor Products has added 412 new partnumbers to its Intermotor line of genuine importparts. The Intermotor line expansion features morethan 175 new switches, including multi-function,combination, heated seat, parking brake, trunk ajar,cruise control, fog lamp, power seat memory, powerwindow and more, covering more than 80 millionadditional VIO. Intermotor also added more than 125sensors, including significant coverage for clone-ableTPMS sensors, secondary air injection, exhaust gastemperature, camshaft and crankshaft, ABS speed,brake pad wear, turbocharger boost, vehicle speed, aswell as ignition coils, canistervent solenoids, EGR valvesand solenoids, fuelinjectors, airbagclockspringsand powerdoor lockactuators.

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

MOOG BrandProblem SolverControl ArmBushings ForMillions OfVehicles

Federal-Mogul hasintroduced MOOGProblem Solver con-trol arm bushingsfeaturing a patent-pending ball-and-socket design that eliminatesstress-induced failures encountered in OE-styleparts. The new MOOG bushings last up to 10 timeslonger than OE-style bushings and are available formillions of popular foreign nameplate and domesticpassenger vehicles. They are permanently lubricatedand sealed with premium MOOG boots to preventcontamination, and also help professional techni-cians save time by providing fast, easy alignment ofthe bushing sleeve with the bolthole in the vehicleframe. Available immediately for millions of popularpassenger vehicles from Chrysler, Ford, General Mo-tors, Honda, Mazda and Toyota.


LAS VEGAS –Rusty Bishop,of FederatedAuto Parts Dis-tributors,Staunton, Va.,has beennamed the 2013recipient of theAutomotiveWarehouse Dis-

tributors Association (AWDA)Leader of the Year Award. Eachyear, AWDA bestows this presti-gious honor on an aftermarket pro-fessional who has contributed tothe industry in a unique and signif-icant way.

Bishop began his career in the af-termarket 43 years ago with FisherAuto Parts. Taken under the wingof CEO Art Fisher, he worked inwarehouse and store managementand eventually became a directorof the company. In 1985, Bishop co-founded Federated Auto Parts Dis-tributors, growing it to become oneof the nation’s largest automotiveparts distribution networks. Bishopholds the position of CEO withFederated, which today includes 57independent distribution compa-nies, representing more than 4,000parts store locations.

Said AAIA President and CEOKathleen Schmatz in presenting theLeader of the Year Award, “Rustyhas been an aftermarket fixture fordecades; a powerful and unwaver-ing advocate for the industry he soclearly loves. Now it’s his time forthis most prestigious recognition.”

Rusty Bishop Named AWDA’s 2013 Leader of the Year

AFTERMARKET NEWS

This Month’s Puzzle

#71

What vehicle does this picture represent? Ifyou think you know the answer, go towww.counterman.com and click “Guessthe Car” on the nav bar. Submit your answerand contact information. A winner will berandomly selected by the Counterman stafffrom all correct answers. The deadline toenter is Jan. 7. The winner’s name willappear in the next issue. Stay tuned!

Win $100!

Guess the Car

#70

“I’m still waiting for him!”

Last Month’s Correct Answer:

Rusty Bishop


VW Rabbit

Congrats to Dustin Shields, Marietta, Ga.

A new study, titled “UPS Pulse ofthe Online Shopper for AutomotiveParts & Accessories Buyers,” revealsfindings about online consumersthat the shipping company says canhelp aftermarket automotive suppli-ers compete more effectively.

Among the study’s primaryfindings were:

1. Although price is a major fac-tor in the online purchasingprocess, automotive parts and ac-cessories (AP&A) survey respon-dents said non-price features, suchas the seller’s return policy, prod-

uct selection and shipping optionsmake up 60 percent of all compari-son-shopping considerations.

2. Online sellers who can bestmeet and manage their online cus-tomers’ expectations may have amore meaningful advantage overtheir competition, according to re-cent comScore research.

3. Seventy-five percent reportedthat they have added additionalitems to their shopping carts toqualify for free shipping.

For a copy of the study, visitwww.ups.com/Automotive.


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UPS Survey Reveals Automotive AftermarketOnline Consumer Preferences

Parts Authority Acquires BAP Auto Parts

PHOENIX, Ariz. and NEW YORK – New York-based The Parts AuthorityInc. has acquired BAP Auto Parts, a chain of import parts stores in Arizona.

The deal closed on Nov. 15, and Parts Authority officially took over op-erations as of Nov. 17. BAP Auto Parts brings Parts Authority a vast in-flux of import parts expertise as well as inventory and several strategiclocations in the Phoenix, Ariz., area.

“We are also extremely pleased with the level of parts professionalsand the quality of the operation that BAP maintained,” stated Parts Au-thority President and CEO Randy Buller, in announcing the acquisition.“This is truly a first-class operation and we intend on growing our busi-ness with the help of this exceptional team.”

BAP has nine locations in Arizona, bringing the Parts Authority’s totalstore count now to more than 30.

Blueocean Study: AutoZone Ranked No. 1 For SocialMedia Effectiveness Of Top U.S. RetailersSEATTLE – Research and analyticsfirm Blueocean Market Intelligencerecently revealed the results of its“2013 Social Media Effectiveness In-dex (SEI) for Retailers,” a globalstudy assessing the business impactof top retailers’ social media efforts.It found retail brands with positivescores across multiple social mediadimensions have the greatest poten-tial for market leadership and influ-ence over customer experiences.No. 1 on this year’s list was autoparts retailer AutoZone.

The following brands comprisethe 2013 top 10 SEI Retail:

1. AutoZone2. BJ’s Wholesale Club3. Wal-Mart4. Costco5. Walgreens6. IKEA7. Bed Bath & Beyond8. Amazon.com9. Ralphs10. Dollar Tree

The Network Extends WestCoast Reach With AdditionOf Fast UndercarGERMANTOWN, Tenn. – The Au-tomotive Distribution Network hasexpanded its footprint on the WestCoast with the addition of Ventura,Calif.-based Fast Undercar to mem-bership, according to Mike Lam-bert, president of the Network.

“With four corporate locationsand 28 franchise stores servingmarkets throughout Southern Cali-fornia as well as in Oregon, Wash-ington and Idaho, Fast Undercarwill prove to be a valuable memberas the Network continues tostrengthen its reach and recogni-tion out West,” Lambert said.

Fast Undercar was founded inVentura by Bruce Douglass andVictor Davis in 1996.


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AFTERMARKET NEWS

Genuine Parts Co. AnnouncesIndustrial And Electrical AcquisitionsATLANTA – Genuine Parts Co.’s (GPC) Industrial and Electrical Groupsrecently made acquisitions. Effective Oct. 31, the company’s ElectricalGroup, EIS Inc. (EIS), closed on the acquisition of the assets of Tekra Corp.Headquartered in New Berlin, Wis., Tekra is an independent coater, con-verter and distributor of specialty films and adhesives, which comple-ments the fabrication capabilities at EIS. The company expects the acquiredbusiness to generate annual revenues of approximately $75 million.

The company’s Industrial Group, Motion Industries, acquired thestock of AST Bearings LLC, effective Oct. 26. AST is a value-addedsupplier of high-precision bearings and related products, with two lo-cations in Montville, N.J., and Irvine, Calif. The company expects theacquired business to generate annual revenues of approximately $35million. Tom Gallagher, chairman and CEO of Genuine Parts Co., stat-ed, “We are encouraged by the ample growth opportunities these newbusinesses provide us. We continue to target quality organizations tosupport the long-term growth strategies in each of our business seg-ments. We welcome these talented teams to the GPC family and lookforward to the contributions they will make to our company in theyears ahead.”

Over the Counter By Jerry King

ROANOKE, Va. – Advance AutoParts has rebranded the company’seServices product portfolio. Effec-tive immediately, Advance eSer-vices will be known asMOTOSHOP Technology Tools.

According to Advance, the brandchange was made to highlight thecompany’s commitment to provid-ing an innovative and shop-friend-ly customer experience throughcontinued investment in productdevelopment, new technologiesand customer service.

“Providing reliable and easy-to-use services is a major focus ofhow Advance seeks to partnerabove and beyond with our cus-tomers,” said Walter Scott, vicepresident of eCommerce and eSer-vices for Advance Auto Parts. “Theservices available from MOTO-

SHOP Technology Tools will help ashop serve their customers betterand manage their shop more effi-ciently, whether that’s through ac-cess to more comprehensivediagnostic information, the latest ininteractive training platforms or aguaranteed shop marketing pro-gram. We want to help shops growtheir business.”

MOTOSHOP Technology Toolsincludes MotoLOGIC Repair & Diagnostics, MotoREV Shop Mar-keting, MotoSKILL Shop TechTraining and the soon-to-launchMotoSHOP Shop ManagementSystem. With flexible product offer-ings, automotive shops can choosefrom all of the above services, orjust those that meet their uniqueneeds.


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Advance Auto Parts Rebrands eServicesUnit As MOTOSHOP Technology Tools

Advance Auto Parts Reports

Third-Quarter ResultsROANOKE, Va. – Advance Auto Parts has announced its financial resultsfor the third quarter ended Oct. 5. Third-quarter earnings per dilutedshare (EPS) were $1.42, which was a 17.4 percent increase versus the thirdquarter last year and includes 4 cents of transaction expenses related tothe company’s pending acquisition of General Parts International Inc.(GPI) and 2 cents of integration expenses for BWP Distributors Inc.

“Our sales grew 4.3 percent and operating income increased 13.5 percentin the third quarter compared to the third quarter of 2012. We are pleasedwith our profit improvement in consecutive quarters and remain cautiouson the underlying sales environment,” said Darren Jackson, CEO. “We re-main focused on improving our sales performance while making the neces-sary adjustments to our business to continue improving our profitability.Our recent announcement to acquire GPI is another strategic step forwardfor Advance as we look to accelerate our growth strategy and position Ad-vance to capitalize on positive long-term fundamentals.”

Fiscal Third-Quarter and Year-to-Date Highlights

Total sales for the third quarter increased 4.3 percent to $1.52 billion, ascompared with total sales during the third quarter of fiscal 2012 of $1.46billion. The sales increase was driven by the acquisition of BWP and thenet addition of 170 new stores over the past 12 months, partially offset bya comparable store sales decrease of 2.0 percent versus a comparablestore sales decrease of 1.8 percent during the third quarter of fiscal 2012.

CANTON, Ohio — The TimkenCo. recently received the top awardfor category management from Na-tional Pronto Association. Timkensupplies Pronto with a full line ofautomotive aftermarket products,including Timken hub unit bear-ings, tapered roller bearings, greaseand seals.

“Demand Insight, the Timkencategory management system, is aquick and easy way for distributorsto identify and stock an optimal in-ventory mix that corresponds withtheir local customers’ current andfuture demand,” said Tom Tecklen-burg, director of commercial vehi-cle original equipment and theautomotive aftermarket for

Timken. “Our newly enhancedproprietary database identifies pre-mium aftermarket demand for dis-tributors based on local vehicleregistrations, replacement rates,road conditions and more.”

Timken introduced Demand In-sight three years ago as part of abroad strategy to support its dis-tributors with valuable programsand technology designed to helpthem grow sales and profits. To usethe system, inventory managersenter relevant criteria, such as mar-ket area and estimated percentageof market share, to see the results,with the option of exporting thedata to Microsoft Excel to analyzeit further.

Epicor Parts Network Says ItIs Helping Drive eCommerceVolume For Thousands OfAftermarket BusinessesDUBLIN, Calif. – Epicor SoftwareCorp. has reported that its EpicorParts Network, a broad portfolioof Web-based business-to-business(B2B) eCommerce solutions forautomotive parts distributors andvehicle service providers, hashelped more than 196,000 regis-tered users conduct more than$1.7 billion in online parts transac-tions over the past year. This rep-resents a 7-percent increase inEpicor-enabled B2B eCommercesales since 2012.

Epicor Parts Network comprisesthe Epicor Parts Network B2B eStore (formerly Internet Au-toParts), Epicor Integrated ServiceEstimator (ISE) parts and labor es-timating solution, and cloud-based Epicor Parts Network(formerly AConneX) parts tradingsolution. Together, these eCom-merce tools connect approximate-ly 26,000 auto parts distributorand jobber locations and morethan 170,000 registered aftermar-ket service provider and dealer-ship users.

“Distributors, jobbers and servicedealers continue to set new recordseach year for B2B eCommerce vol-ume and value,” said Scott Thomp-son, vice president, automotiveeCommerce for Epicor. “Thisgrowth is playing a vital role inkeeping the aftermarket’s tradition-al channel healthy through in-creased efficiency, bay productivityand, ultimately, a superior con-sumer experience at the repairshop.”

Established in 2000, Epicor PartsNetwork B2B eStore is integratedwith virtually every major repairshop business management sys-tem, the company states, enablingshop users to quickly and easilyfind and order application partsfor virtually any repair.


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Timken Wins Pronto Award For TopCategory Management Solution

Guffey is an operations manager for The PartsHouse in Jacksonville, Fla., a member of theAutomotive Distribution Network, under theParts Plus program.

Guffey and his wife, Jillian, re-ceived an all-expenses-paid tripin November to attend Automo-tive Aftermarket Industry Week.In addition, he was the guest ofhonor at Babcox Media’s specialrecognition dinner, The Night ofExcellence, as well as recognitionluncheons held by AWDA and

Northwood’s University of theAftermarket.

Guffey is the fourth NetworkCounter Professional of the Yearrecipient, joining Dennis Call(2005), Scott Flowers (2007) andTom Dayton (2009), since 2005.

“At the Network, we offer on-going training programs to help

COVER STORY

Raymond Guffey III,The 2013 Counter Professional of the YearRaymond Guffey IIIbecomes Counterman’s28th Counter Professionalof the Year, sponsored byAffinia Group Inc.,Raybestos Chassis andWIX Filters.

Raymond Guffey III,The 2013 Counter Professional of the Year

Raymond Guffey Photography by Bob Self

Why did you decide to become ASE certified?

ASE certification was important to me because Iwanted my customers to know that I was qualifiedto handle all their needs. ASE certification is well-known in our industry and customers have faiththat I am knowledgeable about my profession.


COVER STORY // Raymond Guffey III

our professionals behind the count-er develop their knowledge and ex-pertise so they can outhustle andoutperform the competition whilereflecting well on the aftermarket asa whole,” said Mike Lambert, Net-work president. “Raymond hasworked hard to hone his craft tocomplement his passion for carsand helping people. Along with ourthree past recipients of this presti-gious honor, Raymond’s win is in-

dicative of our group’s commitmentto providing consistent excellentservice at our stores nationwide.”

Mike Monahan, TPH’s regionalvice president, compares Guffey toa first-round draft pick.

“Raymond is my go-to guy,”Monahan said. “If I were starting acounter professional team, Guffeywould be the employee I’d buildeverything around. He’s thatgood.” CM

What first attracted you to automotive

parts and the industry in general?

While in high school, I took a half-day au-tomotive technology program at the localcommunity college. The teacher assignedthe high school students to the task of order-ing the automotive parts each morning forthe college students performing the techni-cian duties. It was here that I learned to lovethe automotive part industry.

What experiences have you had serving customers that

solidified in your mind that this is the career for you?

I really enjoy the challenge of finding the hard-to-find orrare parts. Being able to reach out to our network of partsuppliers and research parts that I don’t have knowledgeabout is fun for me. Calling the customer back and tellingthem that I will have their part ASAP and hearing their grati-tude on the other end of the line is gratifying.

What makes a good counter professional?

The consummate counter professional isable to pay attention to detail, proficiently re-lay part catalog information to the customerand is able to apply previous knowledge ofsituations to the current caller to quicklysolve their parts needs.

Interview with Raymond Guffey III

Michael Watson Advance Auto PartsAnniston, Ala.

Iwas introduced/recruited intothe Advance Auto Parts familyby a trusted and respectedfriend, Stephen Dutton in 1994.

He had recommended Advance asa great place to work with oppor-tunities for advancement, andthought it would be a perfect “fit”for my background and interests.My background lies primarily witha love of motorcycles and cars,married with a nature of wantingto help people, so this has been anenvironment that has allowed meto experience daily triumphs andsatisfaction helping people find theright solutions for their specificneeds for almost 20 years now.

I became ASE P2 certified origi-nally to prove myself a worthycounter professional within ourranks and industry. I maintain mycredentials now to promote trustand professionalism among mycustomers and peers, building theirconfidence in my abilities to under-stand and better serve their needs.

I believe that the key to my per-sonal success is focusing first onour customers, actively listening,clarifying the situation, and pro-viding complete solutions that bestfit his or her needs, all the whileserving it with a genuine interest intheir success and a “smile” that canbe heard on the other end of theline. Truly successful counter prosare part of a cohesive team of suc-cessful people, without their sup-port and focus we could not meetand exceed our customer’s expec-tations. I would like to recognize

my team of professional mobilepros as a key part of our success.”

Willie Brown, Advance AutoParts district leader, said, “If therewas a definition in the dictionaryfor parts pro, it would have a pic-ture of Mike ‘Loki’ Watson besideit. Loki takes on 99 percent of allcommercial phones and transac-tions that happen within the store.He does this by answering multi-ple phones at once by letting hiscustomer know, ‘You’re numbertwo. I have one ahead of you,’ andthen sets the phone down so theycan hear him on the other line andnever puts them on hold.” CM


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COVER STORY // Counter Professional of the Year

Keaton Cain, Mike Watson, Terry Willinghamand Megan Parris.

FINALIST

Jenn DaumK.O.I. Auto PartsNorwood, Ohio

Iwas first bittenby the “carbug” when Iwas about 12

and a familyfriend showed me how to change thespark plugs on a 1990 Mustang. Fast-forward to July 2000, when a formercolleague from a fast-lube convincedme to give the parts industry a shot.My passion for everything automo-tive blossomed and I soaked upeverything I could about the industrylingo, components of varioussystems, and — my favorite part —how it all worked. I was hookedfrom the beginning!

About one or two months after Ifirst got my P2 certification, I had myfirst experience that affirmed my ca-reer path. It’s mostly a blur now, but Imostly recall that a gentleman hadcalled and stated one need, then weworked through it until I helped himto realize that he was asking for thewrong part. I was the first person totake the time to help him to figureout the correct solution. He startedout a bit leery of whether or not Icould help him; he ended up tellingme, “Wow, you REALLY know whatyou’re talking about.” He alsowound up giving our store the sale,even though we were a touch higheron price than the competition. I’vehad a handful more of similar experi-ences since then, but that was myfirst. It was very affirming.

A “good” counter professional willmeet the stated needs of the cus-tomer, and do so efficiently, courte-ously and with gratitude. A “great”counterperson will take the extratime to satisfy the customer’s com-plete automotive parts needs — in-cluding those needs that aren’tnecessarily mentioned, but should beanticipated.

If a guy walks in asking for front

brake pads on his ‘97 F150, the“good” counterperson will presentthe available options, and possiblyoffer needed fluids; the “great”counter professional will do ALL ofthat, but also inquire about the cur-rent condition of the rotors, calipers,hoses, etc. It boils down to makingsure the customer is ready to do the

complete repair after the first shop-ping trip.

I am bilingual and have a growingSpanish-speaking base of clients. If Iam with another customer and apeer has someone whose Spanish isstronger than their English, we oftenwork out some sort of solution thatbenefits everyone.” CM

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COVER STORY // Counter Professional of the Year

FINALIST


By Larry Carley, technical editor

Up until the early 1990s, R-12 refrigerant (Freon) wasused in virtually all auto-motive A/C systems. It

was an efficient refrigerant andrelatively cheap. But the chlorine inR-12 was found to have a damag-ing effect on the earth’s protectiveozone layer high in theatmosphere. So, starting in 1992, R-12 was gradually phased out andreplaced with a new ozone-safe (nochlorine) R-134a refrigerant. Allcars and light trucks made since1995 use R-134.

Many older vehicles that wereoriginally equipped with R-12 A/Csystems have been converted(retrofitted) to R-134a or other “ap-proved” alternative refrigerantswhen they needed major A/C re-pairs. In many instances, the con-version requires nothing more thana change of refrigerant and com-pressor oil. On others, it may re-quire a different compressor, hosesand seals. Such conversions aremostly history now, so the majoremphasis today is on A/C leak re-pairs that cause refrigerant loss.

The refrigerant is the workingfluid inside the A/C system. Itprovides a cooling effect when itchanges “phase” and goes from acompressed high-pressure liquidto a low pressure vapor. The re-frigerant is never used up but con-tinually recycles inside a closedloop. It goes from the compressorto the condenser (the heat ex-changer in front of the radiatorthat cools and condenses the re-frigerant) to the evaporator (a sec-ond heat exchanger inside theHVAC unit where the refrigerantexpands and cools air entering thepassenger compartment), and

then returns to the compressor torepeat the cycle over again.

The refrigerant should last thelife of the vehicle, but over time,small amounts of refrigerant canescape from the system by seepingpast compressor seals and hoseconnections. Leaks also may devel-op in the evaporator or condenserthat allow refrigerant to escape.When the refrigerant charge getslow, it causes a drop in cooling per-formance. If too much refrigerant islost, the A/C won’t cool at all.

The fix for poor cooling perform-ance is to recharge the A/C systemby adding refrigerant through thelow-pressure service port on thesuction hose that goes to the com-pressor while the engine is idling.The amount of refrigerant in thesystem is critical. It requires justthe right amount of refrigerant: nottoo much and not too little. Mostnewer vehicles use a much lowerrefrigerant charge than older vehi-cles – as little as a pound or less insome applications.

Prior to recharging the A/C sys-tem with refrigerant, any leaks inthe system should be found andfixed using UV leak detection dyeor an electronic leak detector.

Also, if an A/C system has beenopened to replace components(such as a compressor, hoses, con-denser, accumulator or evapora-tor), the system must be purged ofair using a high-vacuum pump be-fore any refrigerant is added other-wise air will displace refrigerantresulting in poor cooling perform-ance and noise. Residual moisturein the system also can form corro-sive acids that can lead to compo-nent failures down the road.Vacuum purging removes the

moisture along with the air. Onolder, high-mileage vehicles, theaccumulator or receiver/driershould also be replaced to protectagainst moisture contamination.

Customers who are buying re-frigerant may also need compres-sor oil. Different A/C systemsrequire different types of PAG oil.Using the wrong oil may causecompressor problems, so be sureyour customer gets the correct PAGoil for their vehicle.

In the years ahead, a new refrig-erant called HFO-1234yf will grad-ually replace R-134a in newvehicles. There are only a couple ofapplications now but more are onthe way. The new refrigerant’scooling performance is similar toR-134a but it has a much lowerGlobal Warming Potential (4 ver-sus 1400 for R-134a) making itmuch more environmentallyfriendly. CM

Take Charge Of A/C

TECH FEATURE


By Larry Carley, technical editorTECH FEATURE

Ceramic Takes Center Stage

The first ceramic brake padsappeared way back in 1985on a few OEM applications.Over the years, the use

of ceramic-based disc brake padshas grown to the point where it isnow the most common frictionmaterial on both domestic andimport vehicles.

There is no standard definitionof what exactly constitutes a ceram-ic brake pad except that it containssome amount of ceramic fiber. Ce-ramic brake pads can be made us-ing a variety of silica-based fibersand particles. The size of the fibersor particles may range from 0.4 toas much as 80 microns in diameter(smaller is better say some brakemanufacturers). The ceramic pow-ders are mixed with resins and oth-er ingredients, then molded intopucks that are baked at high tem-perature in an oven to producebrake pads.

Ceramic friction compoundshave stable and predictable frictioncharacteristics. The coefficient offriction does not drop off as quicklyas semi-metallics, nor does it fadeas quickly as nonasbestos organiccompounds as the brakes heat up.This is called “Mu Variability.” Themore stable the friction characteris-tics are, the more consistent thebrake pedal feels whether thebrakes are hot or cold. Ceramicfibers also don’t “ring” like steelfibers, so there’s almost no brakenoise. And the dust ceramic padsgive off is almost invisible, elimi-nating the ugly black dust that iscommon with many original equip-ment European brake pads.

Recently, some friction suppliers

have reformulated their ceramicbrake pads to reduce the amount ofcopper in the friction material.Some friction compounds may con-tain up to 20 percent copper, whichacts as a friction modifier in con-junction with other materials to re-duce noise and improve stoppingpower, fade resistance and wear.But copper can be toxic to fish andother marine life when brake dustfrom nearby roads washes off intostreams and lakes.

California and Washington havepassed legislation that requires agradual phase down of copper inbrake pads. California’s new low-copper rules call for brake suppli-ers to reduce the copper content oftheir brake pads to less than 5 per-cent (by weight) by 2021, and nomore than 0.5 percent copper by2025. Several other states (Hawaii,New York, Oregon and Rhode Island) are considering similarrules).

Some brake suppliers have al-ready introduced new low-copperceramic brake pads that meet the up-coming requirements. Some of thesenew friction compounds also delivereven better braking performancethan most of today’s existing ceram-ic compounds, including quieterbraking (up to 35 percent quieter),reduced fade resistance (up to 40percent better) and shorter stoppingdistances (up to 15 percent better).

Ceramic pads are a good up-grade opportunity, and can be rec-ommended for vehicles that havenoise, dusting or pad life concerns.As for vehicles that were originallyequipped with ceramic pads, al-ways replace same with same. CM

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CV Joints Take A Pounding

Though rear-wheel driveremains the drivetrainlayout for pickup trucksand most sports coupes

and sedans, front-wheel drive(FWD) is the most common layoutfor the majority of passenger cars,minivans and crossover vehicles(CUVs). One of the requirementsof FWD is that the axle shafts(called “halfshafts”) have inboardand outboard “constant velocity”(CV) joints. CV joints allow theshaft to rotate at a constant speedregardless of the joint angle. Ordi-nary universal joints (U-joints)can’t do that because as the angleof the joint increases, so does thespeed of the shaft causing annoy-ing vibrations. Also, the outerjoints have to provide up to 45degrees of movement so the frontwheels can be steered. U-jointscan’t handle that much deflection.

CV joints are capable of lastingupward of 150,000 miles with nor-mal driving. But, if the protectiverubber or plastic boot that sur-rounds the joint cracks, tears orcomes loose because of a brokenboot clamp, the CV joint is at se-vere risk of failing. A boot leak al-lows grease to escape and outsidecontaminants to enter the joint.This may damage or destroy thejoint within a few hundred to afew thousand miles. So it is im-portant to inspect CV joint bootsregularly and to replace any bootsor boot clamps that are damaged,leaking or missing ASAP!

The classic symptom of a wornouter CV joint is a clicking orpopping noise when turning. Thejoint usually remains silent when

driving straight ahead. Worn in-ner CV joints typically produce a“clunk” or shudder when thetransaxle is put into gear or whenthe vehicle is starting out from astop. Worn inner joints also cancause driveline vibrations thatcome and go at various speeds.

If a CV joint is making noise orvibrations, it is worn or damagedand needs to be replaced. If a boothas failed and the joint is stillsilent, it may only need a newboot — provided the grease insidestill feels smooth and has not beencontaminated. CV joints can bedisassembled for inspection, butdoing so requires removing thehalfshaft, removing the joint fromthe shaft, taking it apart andcleaning it to inspect the balls,cage and races for wear or dam-age. If it only needs a boot, makesure the joint is packed with CVgrease, never ordinary chassisgrease.

If a CV joint has failed, you canoffer your customer several op-tions: a new or remanufacturedreplacement CV joint, or a com-plete halfshaft assembly with newor reman joints on the ends.Shafts are by far the most pre-ferred repair method becauseshafts are much faster and easierto install than individual CVjoints. There also is less chance ofa comeback with a preassembledshaft.

DIY customers who are replac-ing a CV joint or halfshaft willusually need some type of hubpuller to separate the outer end ofthe CV joint and shaft from thesteering knuckle. CM


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Engine Sensors Keep Everything In Check

Engine sensors provideinputs for the PowertrainControl Module (PCM) sothe engine computer can

manage the fuel mixture, sparktiming, emission functions andother control functions that arenecessary to operate a modernvehicle. Without accurate inputs,the PCM can’t do its job, andengine performance, fueleconomy and emissions will suf-fer. Sensors are monitored by the

Onboard Diagnostic (OBD II) sys-tem, which will usually set a codeand turn on the Check Enginelight when a sensor problem orfailure occurs.

Here are a few key sensors:● Coolant sensor — Usually

located near the thermostat housing, it monitors enginecoolant temperature so the PCMcan change the fuel mixture andidle speed as the engine warmsup. It’s input may also control

the operation of the radiatorcooling fan.

● Oxygen sensors — Located inthe exhaust manifold(s), the O2sensor provides a rich/leanair/fuel mixture feedback signalfor the PCM so the fuel mixturecan be adjusted for lowest emis-sions and optimum fuel economy.On V6, V8 and V10 engines, thereis usually one O2 sensor in eachcylinder bank. On most four andstraight six engines, there is usual-

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ly only one O2 sensor (unless theexhaust manifold is split into twoparts).

A “downstream” O2 sensor lo-cated in or behind the catalyticconverter monitors catalyst effi-ciency and assists with long-termfuel trim.

Many late-model engines use amore sophisticated “wide ratio”O2 sensor (Air/Fuel sensor) thatprovides a more exact indicationof the air/fuel mixture for betterfuel control.

Oxygen sensors age and may be-come sluggish or contaminated,causing a drop in fuel economyand an increase in emissions.

● Mass Airflow Sensor (MAF) —Located between the air filterhousing and throttle, this sensormeasures the volume of air enter-ing the engine so the PCM canvary the air/fuel mixture. Prob-lems here include air leaks thatallow unmeasured air to bypassthe sensor, or surface contami-nants that make the sensor slug-gish or read low. Cleaning a MAFsensor with aerosol electronicscleaner can sometimes restorenormal operation.

● Throttle Position Sensor(TPS) — Mounted on the throttlebody, this sensor monitors the po-sition of the throttle shaft so thePCM knows when the engine is atidle (for idle speed control) andwhen it is accelerating (for fuelenrichment) or decelerating (tocut fuel delivery for better econo-my). The sensor also may be usedto provide feedback for the elec-tronic throttle control system. Abad TPS sensor may cause a flatspot or hesitation when accelerat-ing, or cause idle or throttle con-trol problems.

● Manifold Absolute Pressure(MAP) Sensor — Usually locatedon the intake manifold (or attachedto the manifold by a hose), thissensor measures intake vacuum

(and pressure on engines that areturbocharged or supercharged) sothe PCM can determine engineload.

● Crank Position Sensor (CKP) —Located on the front or back of theengine, or in the side of the engine

block, it monitors the relative posi-tion of the crankshaft for sparktiming and injector timing. It isalso used by the OBD II system todetect engine misfires. A bad cranksensor may prevent the enginefrom starting. CM

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By Gary Goms, commercial accounts editorMECHANIC CONNECTION

The Benefits of ASE Certification

As with many mechanicsand parts professionals,I’m getting ready to signup for ASE’s spring 2014

test series. Looking back, it’s hardto believe that ASE is now 41 yearsold. During 1973, when I wasteaching auto mechanics at mylocal community college, ASE wasknown as the National Institute forAutomotive Service Excellence(NIASE). I passed my first four A-series mechanic certifications tobecome a “single-gear” mechanic in1973. We also, at that time, beganincorporating ASE certificationpreparation classes into our automechanics program. In 1974, Ipassed the remaining four A-seriescertifications to become a “double-gear” Certified General AutoMechanic. Since 1974, I’ve addedthe Advanced Engine PerformanceL1 certification to my resume.

I opened my first shop in 1977and, a few years later, I trained mytwo young mechanics to pass theirCertified Master Auto Mechanic cer-tifications. During the late 1980s, Ialso became a member of the Col-orado Automotive Service Associa-tion (ASA-CO) and returned tocollege to finish my bachelor’s de-gree in occupational education.ASA-CO was, of course, an activesupporter of what had now becomeASE by actively promoting ASE (asit should) at all of our trade showsand consumer affairs activities. Tomy surprise, my ASE Certified Mas-ter Auto Technician (CMAT) certifi-

cation counted as 32 credit hours to-ward my college graduation require-ments. In 1998, I was requested toparticipate in an ASE A-8 EnginePerformance certification workshop,which was a unique and edifying ex-perience for a small shop owner likeme. And, just a year later, I wrote theengine performance section of an au-tomotive textbook for a large pub-lishing company. One of the mostchallenging tasks of that assignmentwas to incorporate ASE’s NationalAutomotive Technician’s EducationFoundation (NATEF) Task List intothe text and workbooks. So, it’s fairto say that, as a participant, I’vegained many positive experiencesover the years working with ASE.

Change

The only constant in our technolog-ically driven world is change. Priorto 1972, when ASE began testingmechanics, most shops would see acustomer’s vehicle about three tofour times per year for lubrication,adjustments and routine repairslike tune-ups brake service and ex-haust replacements. In 1973,Chrysler Corp. introduced electron-ic ignition systems into their pro-duction vehicles. In 1974, catalyticconverters were mandated for allpassenger cars and light trucks soldin the United States. In 1982, allpassenger cars and light trucks in-corporated electronic engine man-agement and on-board diagnosticsystems. In 1996, the federally man-dated and standardized On Board

With ASE, we have only to look forward to a brighter and more prosperous future.

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Diagnostics II (OBD II) were intro-duced on all passenger cars andlight trucks sold in the UnitedStates. Today, electronic body con-trol systems are standard equip-ment with most average vehiclescontaining at least six modules andluxury vehicles containing nearly80 modules that perform many for-merly manual functions like un-locking the doors and operatingexterior lighting.

ASE Highlights

As technology grew, so did ASE. To deal with the sophisticated on-board electronics being intro-duced during the mid-1990s, ASEcreated the L1 certification, whichtests the knowledge-intensive skillsrequired to diagnose complex pow-

er train and body control electron-ics. And, because parts distributionhas become increasingly complex,ASE initiated the “P” series Parts Specialist testing. Since the current automotive service market is becoming moremaintenance-based, ASE has nowcreated the G1 Auto Maintenanceand Light Repair Certification test for technicians working inquick-service shops. More complete information about ASE certification can be found at the http://www.ase.com/About-ASE.aspxwebsite.

ASE Issues

During the 1970s and 1980s, manytechnicians believed that ASEwould eliminate incompetent tech-

nicians, increase compensation andimprove working conditions. Ofcourse, if we follow professional fo-rums like the International Auto-motive Technician’s Network(iATN), we know that many ofthese problems are still with us.And we also know that, in many lo-calities, the Great Recession of 2008has worsened these very problems.Unfortunately, many techniciansfeel that ASE should directly ad-dress these and many other prob-lems afflicting the automotiveservice industry.

Of course, this column representsonly my personal opinion. But ASEis essentially a non-profit organiza-tion whose scope of operations isconfined to testing and certifyingthe competency of automotive pro-

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fessionals. We therefore shouldn’tconfuse the roles of ASE with thoseof the Automotive Service Associa-tion (ASA) and other trade associa-tions. While ASE providescompetency testing, ASA and simi-lar organizations are geared towardaddressing industry issues likeshop and mechanic licensing, busi-ness and personnel managementand creating a more positive publicimage for our industry. Both effortsdeserve our wholehearted support.

Other issues concern the testingmethods used by ASE to certifycompetency. Many technicians claimthat a hands-on test would betterrepresent a technician’s workingknowledge. Speaking as a formereducator and as one who has takenboth hands-on and multiple-choicetests, I believe that the multiple-choice test wins hands-down. Theefficacy of hands-on testing is obvi-ously limited by the technician’s fa-miliarity with the tooling and withthe vehicle application. A Volvotechnician, for example, might expe-rience difficulties diagnosing aChevrolet check engine light prob-lem because the real-world toolingand vehicle configurations can bemarkedly different. The other, andmost important, issue with hands-on testing is how effectively it meas-ures the technician’s skills in solvingabstract problems. With hands-ontesting, the technician must diag-nose an actual vehicle, with whichhe might not be familiar, whereasmultiple-choice testing allows thetest writers the luxury of designinga “composite” vehicle that repre-sents the most common aspects ofcurrent automotive design.

Again, speaking as a former edu-cator, multiple-choice tests can bedesigned to ask questions andtherefore test skills in a more strate-gic manner than does hands-on. Ona more real-world level, most of usknow some very strategic questionsthat we might ask a job applicantduring a job interview. If that per-son has the appropriate knowledge

and experience, he will reply toeach specific question with the de-sired answer.

Last and most important, a multi-ple-choice test lends itself very wellto forming a test bank of questionsdealing with the same content, butstated in different ways. This allowsthe test writer to reduce the proba-bility of cheating by composingmultiple versions of the same test. Italso allows the test writer to “fine-tune” the test bank by using statisti-cal analysis to verify theeffectiveness and technical validityof each test question. The test alsocan be easily updated, question-by-question, to meet current technicalstandards. While it’s entirely possi-ble that, while a small minority ofmechanics might be better test-tak-ers than they are mechanics, theoverall validity of the ASE test seriesis difficult to challenge.

The ASE Yardstick

One constant in the automotiveservice industry is the need for es-tablishing a threshold standard formeasuring auto mechanic compe-tencies. Since 1972, that standardhas been the ASE certification tests.Of course, auto manufacturers of-ten require application-specific test-ing for their technician to ensurethe service-ready status needed toperform new vehicle warranty re-pairs. But the limitations of applica-tion-specific testing are obviousdue to these competencies not read-ily transferring to other nameplatesand systems. At the personal level,I sincerely believe that ASE pro-vides the “yardstick” we need toestablish at least one standard weneed to make our automotive serv-ice industry more professional andmore responsive to advancing tech-nology. Without ASE, we’ve re-turned to the dark days of 1971,when we lived in a “Tower of Ba-bel” regarding technical competen-cy. With ASE, we have only to lookforward to a brighter and moreprosperous future. CM



MECHANIC CONNECTION


McHENRY, Ill. – Brake Parts Inc.,the makers of Raybestos brandbrakes, recently introduced its En-hanced Hybrid Technology (EHT)to the braking world at AAPEX,held last month in Las Vegas.

In 1982, BPI introduced non-as-bestos (NAO) and semi-metallicdisc formulas for the aftermarket.In 1998, the company introducedits first ceramic formulation. “Thisis a real game-changer for the after-market,” said David Overbeeke,president and CEO of BPI. “Ele-ment3 brake pads with EHT give

our customers a real selling advan-tage in an increasingly competitivemarketplace.”

Enhanced Hybrid Technologycombines the best attributes of ce-ramic and semi-metallic into onebrake pad formulation, according toBPI. Ceramic formulations are apopular choice among techniciansand DIYers given their reputationfor quiet operation and perform-ance. At the same time, semi-metal-lic formulations deliver better wearand durability – especially in severeuse and high-heat environments.

As popular as ceramic padshave become, they are not perfectfor every application, BPI says.For example, some ceramic padformulations are prone to rustjacking on the inboard side of therotor, especially in the snow and

salt belts of U.S. and Canada. Inaddition, ceramic formula-

tions have a high coppercontent – as much as 20 to25 percent in some pads.This is an issue since allbrake pads must contain

less than 5 percent copper by 2021,to comply with the mandated cop-per reduction legislation, and .5percent by 2025.

To address some of these issues,and to meet the upcoming coppercompliance legislation, BPI tookon the challenge of developingnew brake pad formulations. Aftermore than two years in develop-ment, BPI has released what itsays is the world’s first EnhancedHybrid Technology brake pad, theElement3.

Overbeeke said, “EHT exceedsour performance expectations atevery level. The quiet operation,cleaner wheels and improved stop-ping power are amazing. You canreally feel the difference.”

Element3 includes extensivecoverage for passenger cars,SUVs and light trucks, accordingto BPI, with concentration in ap-plications 10 years old or newer.The product line is enhancedwith an exclusive Quiet Steelshim for additional noise damp-ing and quieter operation, thecompany states. And, for a com-plete repair, hardware is includedon a majority of applications; en-suring the brake pad installationis done right.

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CLASSIFIED


Recently during a trip to Nashville, Ihad the opportunity to visit theNorth American headquarters ofNissan. When I first approached

the building, it seemed normal enough tome. Of course, I spent 28 years driving upto an automaker andbelieve it or not, theyare not all thatdifferent.

But wait — some-thing here seemed verydifferent. A bunch of ve-hicles were all lined upunder a carport area outfront. All the cars werebasically thesame except forthe color. Theone odd thingwas that each ofthem had a bigfat electrical cordplugged into thehood. Of course,this is not reallythat astonishing.They were allNissan Leafs andwere being charged.

I guess what was so out of the normalplane for me was to see them en masse. Itwas like an electrical gas station of sorts.Upon arrival inside the building, I was toldthat that was provided for the employeesas a benefit for those who chose to drive aLeaf. Pretty nice perk, if you ask me.

I have not had a job for quite awhile thatprovided me with free fill-ups. I also no-ticed another strange thing at the front ofthe building. There were these pull-upcharging stations available. They were forvisiting Nissan Leaf owners who needed a

FROM THE PUBLISHERBy S. Scott Shriber

Are You Ready For This?quick boost. I was told that during week-ends, retail owners were known and al-lowed to stop by for a charge whileshopping. Wait, what?

Now that’s what I call a surprise and de-light for the end-user. That would really

enhance anowner’s ex-perience ifthat wasavailable intheir area.

We are in ahighly com-petitive mar-ket that hastechnologyand change

coming at us at thespeed of light. We’re ex-pected to stay ahead ofthat technology and bethe source for the partsand the information.This is a huge undertak-ing. But, what about thesurprise and delight?Prices will only get to a

certain level and will no longer be a differ-entiator. The successful companies ourworld will be the ones that can set them-selves apart from the rest.

What strategy will your organizationuse? Information, training, cataloging, easeof ordering? We better have something upour sleeve. It will be our future. Start think-ing about how your organization can set it-self apart from the competition. Truly theleaves are turning.

Those of us here at Counterman maga-zine wish all of you a happy and prosper-ous new year and thank for being a loyalreader. CM

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For more information: www.counterman.com

A bunch ofvehicles wereall lined upunder a carportarea out front.All the carswere basicallythe same...Theone odd thingwas that eachof them had abig fat electricalcord pluggedinto the hood.


Irecently returned from Industry Week inLas Vegas, ready to share all the newtechnology on display at AAPEX. But,my dear readers, we are going to hold

back on that column until next month. Ifyou allow me, I’d like to talk to you about atopic that’s a lot closer to home.

This year’s pilgrimage to Vegas was away for me to truly network with peers andcolleagues. Networking is always a big partof any trade show; heck, oftentimes it’s theonly reason worth going. For us, the net-working usually starts months before theshow as our team, spread throughout Flori-da and Puerto Rico, plows through severalconference calls and countless emails to cre-ate our “Vegas Agenda” (a truly collabora-

COUNTER-TECHBy Mandy Aguilar

Sensor Not Includedtive document that we all share usingGoogle Docs, so every member of the teamis on the same page). This shared documentis a thing of beauty! A road map, wish listand cheat sheet, all rolled into one, which al-lows us to digest and process every one ofour 50-plus scheduled meetings at AWDAand AAPEX.

Because we value our time in Vegas, aswell as our vendors’ time, this shared agen-da makes us a better team. At a very person-al level, those conversations with ourvarious vendors and partners lead to someof the most rewarding on-the-job experi-ences we’ve ever had; a true testament tothe power of face-to-face communication.

Yes, the meetings can be rewarding, butthey can also be a drag. This year, however,we had a very special treat as one of ourown, Raymond Guffey, was honored as2013 Counter Professional of the Year. Thisis perhaps one of our industry’s highestrecognitions, awarded by this fine publica-tion and sponsored by the folks at Affinia.We are very lucky to count Raymond in ourranks and congratulate him on this mostwonderful achievement. It was Raymond’sfirst opportunity to attend Industry Week,and we were delighted to have the coolestkid in the class hang with us at the show!Raymond joined us at AWDA. For a guywho’s never been in those meetings, he tookto it like fish to water, sharing and opiningup like a CEO. So there we were, an alreadywell-prepared team made even better byriding with the Counter Professional of theYear, taking names and making deals!

On that second day at AWDA, meetingsstarted rolling into one another. At times youcan’t recall if you are talking to a brake guy ora chassis conglomerate. It’s time to dig deep,recall that agenda prepared months in ad-vance and plow, plow, plow your waythrough the end of the day. Finally, our verylast meeting rolled in at 5 p.m. Agenda or not,we were down for the count. As we slumpedour beaten bodies and drained minds on theVenetian suite in the last room of the unend-

Amazingly, orperhaps not, notone person inthe room knewwhat Raymondwas talkingabout...

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counterman.com 47

ing hallway in the 19th floor, it happened: Mr.Counter Professional of the Year gave us all alesson in why having exceptional humanslike him in all of our companies is essential toour survival.

We were sitting with one of our great ven-dor partners, a company that has gone theextra mile to help us grow while makingfriendships with everyone in our team. Theconversation soon rolled into the vendor’sfrustration of being seen as an import-onlysupplier, when in reality they produce andmarket lots of domestic applications. Some-times customers’ perception is everything,and being boxed-in as import-only, enginespecialist, dealer expediter, or any other mis-placed label is almost impossible to over-come, no matter how hard you work at it.

We were talking about an A/C compres-sor application for a domestic vehicle. Turnsout their application its less expensive thanthe OE offering, with the same fit and func-tion. That’s when Raymond chimed in likethe counter pro that he is: “It’s not only thatyour price is better, but do you know aboutthe missing sensor?” Raymond’s question

thundered through the room waking every-one up. Amazingly, or perhaps not, not oneperson in the room knew what Raymondwas talking about; not the guys who buildthe part, nor the guys who distribute it.Turns out that A/C compressor requires anextra sensor in the back and you cannotreuse the old one. The OE offering does notinclude the sensor and you cannot buy itfrom the OE replacement channels; it’s onlyavailable at the dealer. It adds a trip to thedealer and another $28 bucks to an alreadyexpensive repair; however, unbeknownst toall, this vendor’s application includes thesensor, for free! It was a jaw-dropping epicmoment when Raymond got through hisdeeply knowledgeable product sales pitch.Without another the word, the meeting wasadjourned in unison and we all fought eachother to buy Raymond’s first drink.

In that unexpected instant, we were all re-minded that people are our most powerfulasset. Find great people, then nurture andprize them, and who knows, you too mightone day be able to say that the Counter Pro-fessional of the Year works with you! CM

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Visit Mandy’s blog: www.mandyaguilar.com

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

The Parts House.

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

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

Advertiser Page Advertiser PageAAPEX 3Advance Auto Parts 18, 19ADVICS Cover 2Airtex Corp. 14, 17, 29, 36Aisin World Corp. 35Akebono Corp. 39APA Management Group 45Autolite 9Parts Plus 23Bartec USA LLC 46BlueDevil Products 26CARQUEST Auto Parts 1Central Auto Parts 34DEA Products/Pioneer Inc. 43DMA Goodpoint 27

ExxonMobil Cover 4Moog Steering & Suspension 33Wagner Brakes/Federal-Mogul 30, 31, 32Federated Auto Parts 13KYB Americas Corp. 41MAHLE Clevite Cover, Cover 3Mevotech 37NGK Spark Plugs 21Nucap Industries 20, 40Packard Industries 16Permatex Inc. 5Schaeffler Group USA 7K-Seal 12, 38TechSmart 15WIX Filters 24, 25


Technology — it is all around us. Weread about it every day and spenduntold thousands on it, but evenwith all of our knowledge and best

efforts, we are missing an important mark.We are not providing enough training forour industry’s greatest assets — counterprofessionals.

Yes, we invest in upgrades to our computersystems; we now have connectivity to ourcustomers via the Web or manufacturerslinks. The Internet is playing a larger role inparts sales. There are numerous apps and tex-ting to keep in touch, but we are overlookingthe necessary human factor, which is still akey component in our everyday business.None of this actually replaces a well-trainedcounter professional.

While we make huge efforts to train ourtechnician customers on today’s modern au-tomotive systems, there is very little train-ing going on within our own organizations— especially for the counter professional.Do not underestimate how important awell-trained counter professional is to thebottom line.

I will admit this is somewhat of a newconcept. We never needed formal trainingfor the counter professional — they learnedthe business from a mentor and usuallywere ready when the customers acceptedthem or asked for them by name. But timeshave changed.

There were no cell phone distractions.People were more polite and most actuallycared about what they were doing.

I recently gave a presentation to a nation-al group of jobber marketing managers andheard over and over, “Our counterproscould use some training.” We also recentlymet with several large jobbers on just thisvery topic. Their concerns were that manyof today’s counter professionals lack phoneskills, sometimes common courtesy, and the

By Allen Markowitz & Allan Gerber

Counter Pros Need Training, Too!

understanding that they are there to make asale — not just to give a price. One owneractually said some counter professionalssimply do not care.

Understand that in no way does this di-minish the incredible knowledge, value andprofessionalism that many of today’s count-er professionals exhibit daily.

We are not simply looking at a counterprofessional’s knowledge. Today, with all ofthe mergers and acquisitions going on, thereseems to be a culture disconnect. We see job-bers with good solid cultures acquiringstores where there was either a lack of disci-pline or this training simply did not exist.We see multi-location operations where thephones are answered differently, the meth-ods of asking for the sale have not been in-stilled or a new larger company culture hasnot been explored.

In meetings with several multi-store job-bers recently, they expressed exactly theseissues. Each one was looking for a bettermethod of counter professional training.They took the huge first step in realizingthat this problem does exist and that some-thing has to be done about it.

Like anything else that requires an ongo-ing effort, this takes time and a commitmentby management. When this training is cor-rectly implemented, the jobber will have atemplate that can then be used for new hiresover and over again. Undoubtedly, the end-results include a happier workplace, addi-tional sales and an increased bottom line.

We precede this training with a mysteryshopper program, which opens the eyes ofmanagement as to many of the areas thatneed to be addressed.

Albert Einstein has been quoted as saying,“The definition of insanity is doing the samething over and over again and expecting dif-ferent results.” That may be true. But itdoesn’t have to be that way. CM

There arenumerous appsand texting tokeep in touch,but we areoverlooking thenecessaryhuman factor,which is still akey componentin our everydaybusiness.

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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

counterman, december 2013

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