A new collection

“The key element of the Radical series is the tool box,” says Yannick Addy, Director of Tools & Equipment and Retail at UAP.

The 41-inch top and chest toolbox’s design departs from the traditional square top and faces the user on an angle. “Instead of having all the drawers and top section where you normally drop your tools, you have a series of pegs where you can put your sockets and your ratchets,” he explains.

The toolbox includes a compartment with a separate lock to store one’s cellphone and wallet — the section includes two USB charging-ports as well.

The series also includes an impact wrench, a ratcheting wrench set, a combination wrench set, gloves, a four-drawer service cart and a creeper.

“What’s different is that we’ve added a butcher’s block to the service cart, because guys are using them more and more as mobile work benches, putting transmissions on them and they wind up dinging the lid” says Addy.

The butcher’s block lowers the risk of damage to the unit and still gives workers access to their tools.

The roller cabinet contains a lot of space and can hold up to 200 pounds of equipment, says Addy.

Visit https://www.napacanada.com/en/promotions/aim for more details about the Radical line.

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K Detail Plus has launched a new retail-focused website to promote Twist Eco Car Wash, a car cleaning system that uses saturated dry steam and micro-fibre cloths to clean and sanitize vehicles, says Moneer Korban, owner of K Detail Plus and Dealer Principal of K Motors Inc.

Manufactured in Italy by Menikini-General Vapeur, the machine uses no chemicals and requires about 12 litres of water per average work day. A traditional water cleaning method uses approximately 1,500 — 2,000 litres of water per work day and produces waste water.

The machine cleans the interior and exterior, undercarriage, and other hard-to-reach areas, is non-abrasive, and produces no waste water, says Korban.

“I saw a YouTube video of the machine and didn’t believe what I saw; so I took carpets with crystallized salt and grime from a van that had 500,000 km on it to Italy to test
it out — the deal was done then and there,” says Korban who holds the exclusive North American rights to sell and distribute the system units.

“There’s no calcium or residue from water, no swirl marks, so it’s completely dry,” says Korban. By applying the steam into a car’s vents, the steam spreads through the entire HVAC system, killing microorganisms, pollen, bacteria and irritants trapped in the system.

The machine’s nozzle emits steam at 10 bar, or 145 psi, and can be safely placed directly in front of one’s hand at a distance of 30 cm.

Twist Eco Car Wash is also safe to use around electrical components and wiring, allowing it to clean under the engine bay — once the heat is applied, the micro-fibre cloths pick up the grease and dirt.

“Use of the equipment at a dealership can represent everything from customer service — whether returning a vehicle, after service, or fully cleaned — to a profit centre where the dealership cleans and sanitizes the interior of a vehicle and charges for the service,” he explained.

Currently, Korban has three Ontario-based clients including Moffatt Autoworks Inc., ProTech Monte-Carlo and Car Lounge.

Twist Eco Car Wash has been sold in Europe for the last 15 years. Korban intends to create franchises across North America.

To find out more about Twist Eco Car Wash visit: www.kdetailplus.com.

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Tools of the trade

Bright light – LED lighting system

Find what you’re looking for more quickly with Metalia’s LED lighting system for modular cabinets. The lighting system is available for all of Metalia’s modular cabinets of any height or width, said the company. Metalia added that the LED lighting is effective in every drawer, requires low energy and has a long life expectancy.

Going up – Tire conveyor and wheel lifter

Martins Industries has come out with a tire conveyor to help speed up tire handling by moving tires up and down a mezzanine.
The tool is designed to move passenger and light truck tires up inclines as steep as 60 degrees, said the company.

Special features of the conveyor include a control panel at both ends, and a steel anchor plate located at the bottom of the conveyor for stability. The conveyor works when the four anchors are secured to the floor and the pre-wired electrical controls are plugged into an electrical outlet of 115-Volts or 220 Volts.

The installation process lasts just a few minutes, said Martins Industries. Cleats on the conveyor belt help to ensure that the tires are secure.

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Invest in Wi-Fi and other technology amenities in your service lounge, said J.D. Power in its latest study.

The 2016 Canadian Customer Service Index Long-Term [CSI-LT] Study, which measures satisfaction and intended loyalty from owners of vehicles four to 12-years-old, found that customer satisfaction increased when technology amenities were included in a service waiting area.

For a second consecutive year, Lexus dealerships ranked the highest in customer satisfaction for service. Aftermarket providers took the next top four spots, while Volkswagen dealerships ranked fifth.

“Consumers are demanding a connected service experience,” said J.D. Ney, manager of the Canadian automotive practice at J.D. Power, in a written release.

“From scheduling appointments to interacting with the service advisor to staying connected via unobstructed Wi-Fi access, customers expect these services from their local coffee shop, so why wouldn’t they expect the same of their dealership facility?” Ney added.

Though customers are looking for access to Internet and computers, less than half of Canadian dealerships offer Wi-Fi, and only 17 per cent have computers with Internet access available to customers, said J.D. Power.

Yet Internet access has the highest service facility satisfaction score among dealer customers. Tablet computers and video games — the least offered amenity — came in close second.

Of those surveyed, 53 per cent of customers who had access to Wi-Fi in the dealership said they “definitely will” return to the dealer for future services. This compares with only 42 per cent of customers who say they “definitely will” return to the facility when Wi-Fi is absent.

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The Richmond Hill BMW Autohaus is the latest brand to jump on an emerging dealership trend: dealerships that offer maintenance and nothing else.

WHAT IS IT?

Service-only centres are popping up across Canada among luxury brands such as Audi, BMW and Mercedes, from Vancouver to Montreal.

Canadian auto dealer spoke to Paul Roach, General Manager of the recently opened BMW Autohaus service-only centre north of Toronto, who told us the new Richmond Hill BMW service-only centre is “a factory authorized BMW dealership, minus the new and pre-owned sales department.”

Taking the showroom out of the dealership creates a facility that can handle a larger volume of customers to reduce wait times and provide an upscale customer experience, said Roach.

“Every BMW customer deserves a ‘premium’ sales and service experience,” said Roach. “The introduction of BMW Richmond Hill Service allows us to present a state-of-the-art facility with the latest technology available to service a BMW vehicle.”

Architect Beto Najman describes the look and feel of the facility’s design as “boutique.” Employees were included when it came to design considerations. “It used to be a very back of house look,” Najman said about service bays. “What some dealers are now trying to do is make the shop a very nice area for their employees to work.”

WHAT DROVE THE CHANGE?

How did this business model arrive on the radar of dealers? Roach said it comes down to customer demand.

BMW Richmond Hill wanted to offer better access for customers north of highway 407 due to traffic, to reduce wait times, and to provide a no-pressure sales environment for customers, said Roach.

The J.D. Power 2016 Canadian Customer Service Index Long-Term (CSI-LT) Study also revealed another service department complaint of many customers: a lack of the ‘connected experience’ that Wi-Fi affords.

That’s why the BMW service-only centre has made digital tech a seamless part of their service. “We are constantly looking for ways to improve our customer experience utilizing the latest technologies,” said Roach. Currently they offer free Wi-Fi, and are adopting tablets in the near future.

Despite consumer interest, the same J.D. Power study found a mere six per cent of service customers booked their last appointment online, even though 14 per cent wish they could.

But dealers do outshine aftermarket options with free Wi-Fi. The same study also found that 42 per cent of dealerships are connected, while only 14 per cent of aftermarket facilities have followed suit.

The million dollar question is whether building a stand-alone, top-of-the-line boutique service-centre is worth the significant investment these facilities demand.

how will it work?

A recent U.S. consumer survey by Cox Automotive found less than one in three maintenance visits happen at the dealer. A digitally connected, service-only centre may address that disconnect.

Since more than one-third of buyers don’t track their own maintenance schedules, sending email alerts — the top preference of survey respondents for receiving maintenance information — and online appointment scheduling can help draw them in.

“Currently, we offer online appointments, as well as service updates via email or text. After initial inspections, we provide digital copies of repair estimates, as well as provide reminders for previously declined work,” said Roach.

The Cox Automotive study also found introducing buyers to a designated service representative at the time of purchase increases the chances buyers will return for service by half. Putting the bulk of your service team away from the showroom could create a logistical problem to making those introductions in person — a digital solution may be called for in that case as well.

What Roach said is that “service consultants staff are the face of BMW Richmond Hill Service.” It’s all about building relationships. Whether digital would be as effective as a face to face introduction wasn’t looked at in the study.

Despite the power behind digital service, a bricks and mortar location may be what’s needed to make it easier for consumers to get service when they need it. The survey said “70 per cent of all service visits are less than 10 miles from the customer’s home,” and the percentage of consumers who return to the dealer for service drops off with every additional mile.

Another potential return from service-only centres is the opportunity to market and sell another big revenue generator. “If you have the space to can fit a car where you’re able to show accessories … that’s always a very good thing,” said Najman.

BMW Richmond Hill saw the opportunity. “We created a comfortable waiting lounge for those who prefer to wait,” said Roach. “Our customers can shop for lifestyle and boutique accessories, or just sit back and enjoy a hot or cold refreshment.”

The next frontier

The J.D. Power study showed that the biggest area for improvement in Canadian dealerships is to offer a more digital environment. Something as simple as adding the coveted free Wi-Fi to the waiting room increases the likelihood a customer will “definitely return” by 11 per cent.

Other digital technology like tablets also increase consumer confidence in service professionals. The J.D. Power study said when a service advisor uses a tablet while recommending additional work, 61 per cent had it done. When the advisor didn’t use a tablet but recommended additional services, that number was only 44 per cent.

Whether the service-only centre is a trend that will prove lucrative and break free of the luxury market remains to be seen. But the J.D. Power study revealed that taking your customer experience from “pleased” to “delighted” increases intended customer loyalty by 25 per cent, and customer loyalty means more business.

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One of the most complicated and challenging segments of the automotive industry is collision repair, and it’s a big one, valued at about $7.6-billion annually in Canada.

According to Statistics Canada, in 2014, there were a total of 4,869 outlets for the Automotive Body, Paint and Interior Repair and Maintenance industry in Canada, and it employed almost 22,000 people.

Desrosiers Automotive Consultants Inc. reported that sales per store reached $1.57-million in 2014, with a national average for the total annual compensation per job of $40,335.

But collision repair centres are facing ongoing increasing costs. The cost of each collision repair job is rising because of the plethora of new technology and materials in the latest vehicles, with multiple computers and sensors and safety devices, plus the use of new, hard-to-work-with materials such as aluminum and carbon fibre.

That means collision repair providers need to continue to invest in new equipment to properly repair newer vehicles. So how can dealerships that have their own collision repair facilities ensure the profitability of these operations?

“A facility today needs to be state-of-the-art as cars add more technology,” said Richard Marsh, collision manager of Brimell Toyota in Scarborough, Ont. Equipment like 3D measuring systems, which take the guesswork out of measurement, are now being required by manufacturers so a dealership facility can be certified, he said.

Brimell Toyota is a Toyota Certified Collision Centre. As well, it belongs to the Collision Solutions Network (CSN), a national network of collision repair shops whose purpose is to deliver superior collision repair services by assisting collision repair facilities to continuously improve their operations through performance assessments, ongoing training and marketing initiatives.

“The CSN brand is powerful in the insurance community,” said Marsh. “It’s an insurance-friendly network.”

All CSN collision repair centres offer insurance claims assistance, a national lifetime warranty, modern facilities, free computerized estimates and certified technicians. “We have seen our volume increase through our partnership with CSN,” said Marsh.

“We need to keep up with the repair tools to keep up with the latest car technology,” Marsh added, who has been in the body shop business for the past 38 years. “The investment for a body shop today is in the millions of dollars.”

As a result, we’re going to see the number of shops dwindle, he said.

There were about 8,000 collision repair centres in 2006 and that dropped to about half by 2014. Marsh feels collision centres affiliated with dealerships will benefit from this change. “A lot of the smaller shops don’t have the appetite or the capital for the investment that is needed.”

For example, the latest measuring and welding equipment can cost up to $100,000, Marsh said.

Investing in the latest technology and equipment is critical to running a successful collision shop, said J.R. Martino, manager of Budds’ Collision Services Ltd. in Oakville, Ont.

Budds’ shop, known to be one of the most advanced collision facilities in existence, is supported by the Budds’ Group of family-owned dealerships, encompassing nine stores and 11 brands. Martino said about 50 per cent of the shop’s business is with BMWs.

“OEMs are becoming more prevalent in the collision repair business with certified collision repair programs. They want first contact with the customer, instead of the insurance companies,” Martino said. “It’s all about ownership of the customer.”

Plus, he added, the OEM has the customer’s interest at heart, since it built the car, unlike the insurance company.

“We’ve been in business 30 years,” said Martino. “We’ve been slowly chipping away at these investments year after year.”

That means investments in equipment, tools and training are made every year, on an ongoing basis, and this has been supported by the dealer principal.

As aluminum body parts became more common, Budds’ was the first body shop in Canada to install a dedicated aluminum repair facility. “We probably have a million dollars of equipment installed in that room,” said Martino.

The next transition will be for carbon fibre body components, like those in the BMW i8, i3 and the new 750. Already, Budds’ said it’s one of only two certified carbon fibre repairers in Canada.

“Also, we’re the first body shop in Canada to be certified with Cadillac for the new CT6, which meant we had to buy a $15,000 riveting gun and a $10,000 wet vac to handle aluminum work,” said Martino. The chassis of this all-new sedan uses 11 different materials and a mix of high-strength steel and aluminum.

“You need to run your business efficiently and have what you need to fix these cars properly,” Martino added.

Marsh agreed. “One of the keys for success in the collision industry is not just all the equipment, which you need, but — to drive profit to the bottom line — you also need lean processes and to be super-efficient.”

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Faster loading – Two-post lift bench package

The new Globaljig ® Presented by Chief Mobile System offers collision repair shops with the luxury of loading cars quicker.

The company says the Globaljig will not only provide quicker loading time but also has the ability to slide throughout the shop without having to undock the vehicle. Technicians can expect up to 75 per cent in reduced loading time because of the Globaljig Universal Fixturing System, which assists in centring the vehicle after it’s fixed to the jigs, according to Chief Mobile System.

“The Mobile System bench package lets shops manage workflow with mobility and faster prep,” said Bob Holland, Director of collision sales in North and South America for Chief parent company Vehicle Service Group (VSG), in a written release.

“Working in conjunction with a two-post lift, the Mobile System does everything a fixed system does, but at a lower price point. The system lets technicians align the bench to the car, which speeds up loading. When you add in the ability to move the job to the best qualified tech or equipment, the Mobile System bench is the perfect solution for a shop looking to cost-effectively add capacity — and increase profits,” he added.

Quick lift – Mobile tire lifter

Rotary Lift has come out with a Mach Series mobile column lift to equip technicians with easier access to raise vehicles.

A key feature is the faster set-up process, providing 30 per cent productivity improvement from other lifts, said Rotary Lift. With capacities to lift 13,000 lbs. or 18,000 lbs. per column, the lift provides free-flowing access to under-vehicle hydraulic components.

The Mach Series mobile column lift is portable, so it can be moved around freely. It’s also battery operated, making it a truly mobile product, said the company. According to Rotary Lift, the easier access helps technicians raise vehicles trouble-free.

“Equipment matters when it comes to attracting outstanding technicians. Equipping your shop with mobile column lifts communicates to techs that you’re willing to invest in new, technician-friendly equipment,” said Doug Spiller, heavy-duty Product Manager for Rotary Lift in a written release.

“If talented new recruits have to choose between shops where they can work standing up versus those they have to slide around on their backs, they’re going to choose the shops that provide equipment that makes their jobs more comfortable and efficient,” he added.

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It’s true that amazing customer service is timeless. In the age of the Internet, the experience and opinion of one person can influence hundreds through social media and thousands through review websites such as DealerRater and Yelp.

Great service creates return customers and advocates for your dealership. A 2015 survey by Autotrader found 66 per cent of more than 4,000 customers surveyed said they were more likely to buy from a dealership that offers their preferred customer experience.

But in the past few decades, what a customer wants while buying a vehicle has changed — and not every dealership has caught up. That same Autotrader study found only 17 per cent were satisfied with the current car buying process.

Consumers aren’t looking for a hard sell or a pile of paperwork anymore. They’re looking for a buying experience marked by efficiency, transparency, and authenticity.

Today’s new car buyer is busy with work, a family, or any of the countless other things on their plate. They don’t want to spend hours at the dealership. Any minute you can shave off the vehicle-buying process is another minute they can spend on other responsibilities.

This efficiency starts online. Your dealership’s website must be easy-to-use, and should seamlessly line up with your in-house experience. It should also be optimized for mobile devices, including smartphones and tablets.

Timeliness in online customer service is important, too.

A recent study by Google Canada surveying 3,000 Canadians who bought cars in the past year found 74 per cent of searches for a new vehicle lead to an online interaction with a dealer, but only 68 per cent of consumers were satisfied with these web conversations. Most consumers wished for more prompt or higher quality responses.

On the sales floor, make every effort to understand what your customer wants. Research shows that customers often come in with one or two makes and models already in mind. Many negative reviews are caused when a consumer comes in set on test driving a certain model, but has to jump through hoops to do so.

The biggest gain in efficiency, however, might be in paperwork.

Accessories used to speed up the process, like tablets, are only logical. Instead of having a buyer spell out their last name, have them type it out on an iPad form. Instead of running off to scan their license, use a smartphone app, provided you meet provincial requirements.

Some dealers have gone as far as moving the entire paperwork process online.

In an industry sometimes plagued by a distrust of salespeople, transparency is also key.

According to a 2014 survey from J.D. Power, one in three shoppers use their smartphone to do research on a vehicle while at the dealership, and 96 per cent research prospective cars before they even step through the door. You can bet one of the main things they look up is the average selling price of their future vehicle.

Studies continue to prove that haggling is one of the most disliked parts of buying a car.

Consumers are increasingly shopping online or through third parties in efforts to bypass negotiation entirely. Some dealers and their OEMS have even introduced no-negotiation pricing in response.

Even if it’s not as drastic as a one-price policy, doing everything you can to make the negotiation process as transparent and understandable as possible will build customer trust and satisfaction. After all, no customer wants to spend their weekend pouring over an auto contract.

Perhaps the most important of the service trio is authenticity. This is customer service 101— consumers prefer a friendly face who genuinely wants what’s in their best interests.

“Friendly,” “sincere” or “goes above and beyond” may seem like buzz words, but they’re a common refrain in reviews of some of the top dealerships in British Columbia.

Though consumer preferences have differed throughout the years, customer service has always been about going the extra mile. Exceptional service truly boils down to having engaged employees who are passionate about providing a positive customer experience.

Just like every other facet of the auto industry, what consumers want when buying a car is changing. The key to keeping up is honest, knowledgeable and passionate employees and, of course, an eagerness to change along with them.

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