Professional Documents
Culture Documents
From Across The Pond
From Across The Pond
From Across
the Pond
Updates to the
Magna Powertrain
Transfer Cases
13 Kits
Aisin AW
55-50/51SN New!
60-40LE (AF-13)
60-41SN (AF-17)
Ford
4/5R44E, 4/5R55E
6F35 New!
GM
6L45, 6L50, 6L80, 6L90
Toyota/Lexus
A340E/F ‘00-Later V6 & V8
A750E/F, A760E/F/H, A761E
U140E/F, U240E, U241E
U151E/F, U250E
U660E/F
ZF
ZF6HP19/26/32, Ford 6R60/80
ZF6HP21/28/34
Discover
the newest Zip Kits at
The FirsT sTep
in correcting common shift problems
www.sonnax.com
No Reaming Required
Become a Simple Parts Install Quickly & Easily Without Special Tools
Sonnax Insider,
follow us on
Twitter!
Stops Hydraulic Leaks
So the Valve Body Works the Way It Should
AUGUST 2014
PHONE (805) 604-2000
TABLE OF CONTENTS
the Tech
Where
Yo u A r e
Y our job takes place in the
bays… on the bench… and
out on the road. So why should
your technical information be anchored
to a counter in your shop’s office?
seconds you
have your
diagnostic
information
and you’re
And because the
new Repair Center is
available on all mobile
devices, you’re never
waiting for someone else
That’s not where you do your work. back on your to finish up on the shop’s
Shouldn’t your technical resources be road test, computer. Just grab your
available where you need them? pinpointing phone or tablet and sign
That’s the whole idea behind the and isolating the problem. on. Everyone in your shop can be gath-
new ATRA Tech Center: It’s been By eliminating that wasted drive ering data at the same time: No waiting,
completely redesigned and optimized time, you spend more time diagnos- no down time.
for use on mobile devices like your ing and fixing problems and less time One of the first guys to take the
smartphone or handheld tablet. Which searching for them. Which means more new Repair Center for a test drive was
puts ATRA’s technical information any- billable hours… more profit… and Robert Moreau from Sonnax. “I tried
where you are… and always right at more satisfied customers. it on both my Windows phone and my
your fingertips. What about when you’re working iPad,” says Robert. “It’s great; quick
Think about that: You’re on a road at the bench with a unit you’re less and easy to read, and the pages resize
test when you notice the problem — comfortable with? Set your tablet at the right away to fit my screen. I like that.”
3rd gear starts dropping out; the trans- end of the bench or on a nearby shelf Of course, the ATRA Repair
mission seems to be shifting 2-4. In the and suddenly you have checkball loca- Center is available exclusively for
old days, you’d have to drive back to tions, solenoid IDs, and technical data, ATRA Members; non-Members need
the shop, log onto the web site, perform all right in front of you where you need not apply. What, you’re not an ATRA
your search, and then head back out on them most. Member? Well there’s never been a
the road to try to duplicate the condition While you’re there, search for better reason to sign on. Join today,
again to isolate the specific failure. updates and rebuild tips to make your and start putting the experience and
Sure, it worked… if the problem job go smoother and faster. There are know-how available through the ATRA
showed up a second time. But even if even video procedures and webinars Repair Center to work for you, when-
it did, you still ended up wasting a lot available for many of the more popular ever and wherever you need it.
of time. units, with more programs going on The ATRA Repair Center: Using
With ATRA’s new Repair Center, line every week. Try that with a printed today’s mobile technology to put the
you pull off to the side of the road manual! experience of thousands of technicians
— because you never, ever use your right at your fingertips… wherever you
smartphone while driving! — and run may be.
your data search right from the road. In
2 GEARS August 2014
Unusual
Suspect
by Mike Souza
members.atra.com
U0404 Implausible
Data received from
Electronic Shift
Module (ESM) is a
very common code
for Jeeps equipped
with a NAG 1
transmission.
Figure 1
Figure 2 Figure 3
Plus, all the things you loved about the old site are still there, including EZ Tech forums, eSource online
ordering and our complete line of downloadable catalogs. Visit the new and improved Transtar1.com today!
Figure 5
Honda/Acura
Advantages
Valvebody screen
filters Kits for every
make and
model
Bolt locks
Pistons
Roll pins
Pressure tap
All mainshaftt ,and
washers General Motors
secondary sh af
counter shaft
nuts Advantages
loose valvebody gaskets
that fit all 19 4L60E
separator plates
h the
Designed winitm
rebuilder ind
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fixes shfrre
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proble design additional
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And since the choices for transmis- ...when you think of And those are cars that have been
sion repair are so sparse, much of the British cars, you usually around for a while.” Pretty hard for
work that reaches English transmis- the customer to justify that much of a
sion shops originates from the general think of manual trans- repair investment.
repair market, either as a referral, a missions: Austin, MG, “Yet we have no problem getting
wholesale job, or even as an over- the stepper motors for the JF011.
the-counter sale.
Triumph, and so forth. The dealers still won’t sell them to
“Some general repair shops us; we have companies in Japan
will try to offer transmission that’ll source the parts for us. But
repair, but they’ll usually remove we can’t source the ones for the
the transmission and take it to a JF010.”
nearby transmission shop to have This is another part that’s
it rebuilt,” explains Rui. “But easily sourced in North America.
many transmission shops prefer That may be because the JF010 is
to get the car and do the whole used in the Nissan Murano with a
job, and offer the referring shop a 3.5L engine; a fairly common car
discount. That way they can be sure on our side of the Atlantic, but a bit
the job is done right.” more power than you’re likely to see
The folks at Sussex try to keep a English roadways.
wide variety of parts available for their
customers, but they do have their limi- Another thing that keeps them busy
tations. Part of that is because of the at Sussex Auto Parts is that not all their
size of their market; since the market parts go to shops in England. “A lot of
for some units is so small, the parts They do see a few older our parts go to Russia, Australia… all
aren’t as easily available as they are American cars. “We have a shop in over the world. We have a few really
in North America. Some of those parts the next town that specializes in good customers in Russia who buy a lot
limitations have forced them to become American vehicles,” says Rui, without of chains, belts, and more.”
inventive for supplying the parts their a hint of irony in his voice. Not all And while most of their sales in
customers need. that different from the shops that used Great Britain go mainly to transmission
For example, the VW and Audi to specialize in imports on this side shops, their sales abroad are usually
DSG transmissions (you know them of the globe. to parts suppliers in those countries.
as the 02E dual clutch): “Volkswagen/ “The cars he gets are usually clas- “We do get the occasional transmission
Audi will only sell us the clutches, sic cars that don’t drive a lot of miles, shop abroad that orders directly from
external filter, and the Mechatronic like old Corvettes and Mustangs.” Just us, but the big orders come from other
unit separately around here. The inter- like here in America, these are gener- suppliers.”
nal components aren’t available to us. ally play toys for the more affluent car It’s been said that the one constant
So we buy new transmissions, disas- owners… cars that spend more time in life is change. It’s not a new con-
semble them, and sell the parts as kits,” locked away in a garage than out on cept; it was introduced by Heraclitus
explains Rui. the road. of Ephesus, a Greek philosopher who
Interestingly, while not readily The dearth of American cars lived about 2500 years ago. And he
available in England, these parts are has a bit to do with their location. didn’t even own a transmission shop!
available on this side of the Atlantic. “In the larger cities, like London or Just as the transmission repair
Sussex also stocks new valve bod- Manchester, you’ll see limousines in market has seen unbridled change in
ies for several different transmissions. use, and they’re mostly American- this country, so too has it experienced
“Lately shops have been seeing cars made cars.” Farther from the cities, change across the sea. That change can
come in with 40–60 thousand miles they’re more likely to see European and mean a growing market — all around
with the valve bodies worn out; the Japanese transmissions. the world — for those businesses that
transmission’s internal components are Another thing they’re just starting are willing to take advantage of it.
still just fine. to be able to source are parts for Jatco For many of you, the transmis-
“We found we can supply brand CVTs. “The belts aren’t an issue; we sion repair industry will always be
new valve bodies for a lot less than can get them. We have some pulleys about the business we do right here in
the dealer charges; in fact, they’re not — new and used — and solenoids are the U.S. and Canada. But these days
much more than a rebuilt valve body becoming available. But for some rea- transmission repair, like so many other
would be.” son we can’t get the stepper motor for industries, has taken on a global flair.
One thing they don’t see is a lot the JF010. And that’s going to become a valuable
of is American transmissions. “There “The dealers won’t sell the indi- market for some segments of our indus-
were a few manufacturers, like Aston vidual parts for these transmissions. try in the years ahead.
Martin and Jaguar, that used the 4L80E, They’ll sell you a complete transmis-
but we don’t see many of them.” sion, but that could cost 8000 pounds!
12 GEARS August 2014
STREET SMART
by Mike Brown
members.atra.com
when Diagnosing
Code P1870
S
ometimes the only way to fix the box. How many times have
a problem is to think outside Before we go any further, let’s you had a GM with a
the box. identify code P1870: it’s defined as a
How many times have you had a “transmission component slipping.” 4L60/65/70E and a code
GM with a 4L60/65/70E and a code There are generally two reasons P1870 show up, and went
P1870 show up, and went straight to the why a component will slip:
converter or valve body looking for the 1. Not enough pressure to keep the straight to the converter
problem? But when you get there you clutch or band applied. or valve body looking for
discover everything looks good. That’s 2. Too much load being applied to
when you have to start thinking outside the clutch or band. the problem?
14 GEARS August 2014
800.940.0197 • www.wittrans.com
Figure 1
How does the computer identify If you find that you sensor won’t recognize the load to the
component slip? It monitors the dif- engine, so it won’t raise line pressure.
ference between the engine RPM and
have no line rise, the And without line rise to keep the
the transmission output RPM. It then first place to check is converter clutch locked down, you’ll
calculates turbine shaft RPM and end up with a TCC slip, and maybe a
TCC slip, using readings from the the air box. This is 3-4 clutch or band failure, depending
input speed sensor, output shaft speed on the transmission you’re working
sensor? where consumers often on. The MAF sensor is one of the main
Here’s what it’s looking for: inputs to the computer for engine load,
• In D3 with the TCC engaged, try to save a buck by so without a proper load signal, the
the engine RPM should closely computer can’t control line pressure
match the transmission output “doing it themselves,” properly.
shaft RPM. How many times have you had a
• In D4 with TCC engaged, TCC
only to build in more unit that seemed to work fine during
slip speed should be between problems than they the road test, but ended up coming back
0–10 RPM. a short while later all burnt up? The
If there’s any more than that, the could have problem? No line rise! To avoid this,
computer assumes a component is slip- put a pressure gauge on every unit you
ping and sets code P1870. hoped to save. rebuild and drive it to make sure pres-
P1870 is a performance code, sure is operating properly.
which means that a mechanical prob- If you find that you have no line
lem exists. This code generally won’t well as the engine that’s driving it. If rise, the first place to check is the air
set from electrical issues such as a dam- you have a plugged exhaust, it restricts box (figure 1). This is where consum-
aged wiring harness or poor electrical flow throughout the engine. Since ers often try to save a buck by “doing
connections, and this is where you need exhaust can’t get out, the engine can’t it themselves,” only to build in more
to start thinking outside the box. pull more air in through the intake. And problems than they could have hoped
A transmission can only work as if you can’t get air coming in, the MAF to save.
16 GEARS August 2014
Figure 2
What they don’t realize is that The real problem that shows up
new cars are a lot different than, say, a is that these reusable air filters are
1970 Mustang. On those older cars you wet filters. You have to apply a small
The real problem could change the air filter and the car amount of oil to the filter to keep them
would run great. Not so with new car working properly. And if someone adds
that shows up is technology.
Here’s what happens: As the air
too much oil to the air filter, that oil can
contaminate the MAF sensor.
filter becomes plugged and begins to If that happens, just cleaning the
that these reusable restrict air flow, the computer reduces MAF sensor may be enough to correct
the fuel delivery to maintain a proper the problem and make all the difference
air filters are wet air/fuel mixture. When you install a in how the vehicle will run and how the
new air filter, you need to reset the transmission will operate.
filters. You have computer so it can relearn the air/fuel
mixture quickly and efficiently.
Code P1870: It can be a tough
one to track down and correct, because
If you don’t reset the computer, many of the problems aren’t in the
to apply a small the air/fuel mixture will remain out of transmission itself. But a little think-
calibration for the new level of air flow, ing outside the box can help you track
amount of oil to so the car may actually run worse than down and clear up these annoying
it did with the dirty air filter! conditions.
the filter to keep Another problem is when custom-
ers attempt to save a buck over the
long haul by installing a reusable air
them working filter (figure 2). These air filters can
allow up to 50% more air through than
properly. a paper air filter, but that really has no
effect on the actual performance; the
computer just compensates for it.
We have the tools and knowledge you need to place your business a step ahead of the
competition. Call us at (866) 2GET-VBX or visit us online at www.vbxus.com.
Training seminars & trade show one-on-one. Not only does John fully Parmenter typically hosts presentations
presentations understand the computer-driven technol- at two major trade shows: Transmission
John Parmenter, Precision’s technical ogy of today’s transmissions, he’s also Expo, usually in September/October and
advisor/consultant conducts transmis- an independent transmission shop owner/ at the Auto TECH Expo in April/May.
sion-training seminars all over the world rebuilder, so he’s ‘on the bench’ every (This year, in addition to his regular train-
(most recently in Australia, Russia and single day.” ing seminar, Parmenter will perform an
Mexico). He also interactive hands-on teardown of a trans-
appears at major indus- mission at the Transmission Expo in Las
try trade shows on Vegas in October.)
behalf of Precision,
where he hosts presen- Online videos
tations for Precision’s Precision maintains a lively YouTube chan-
customers. nel and also hosts training videos on their
website (transmissionkits.com). Each of
According to Soviero, the videos was produced by Precision and
“These in-person sem- provides a quick overview of an issue that’s
inars and presentations been discovered in a transmission and
give repair people a great offers guidance on how to address the issue
opportunity to talk to a Attendees on the trade show floor at one of the annual Transmission and make the needed repair. The videos,
transmission specialist Expos. also hosted by John Parmenter, highlight
GEARS
GEARS August
August 2014
2014 23
23
Transfer Cases
Figure 1
A
s most of you are aware, • Manually shifted models MP During the 2011 model year,
Magna has taken over manu- 1222, MP 1225 and MP 1226 (all Magna approached GM with a plan that
facturing the transfer cases for identified by RPO code NQG) would reduce production costs by using
domestic vehicles. As we discussed in a • Electrically shifted models MP several common components in their
previous article, the Magna Powertrain 1625 and MP 1626 (all identified transfer cases. These transfer cases now
transfer case has replaced New Venture by RPO code NQF) use a common planetary, which led to
transfer cases for all full-sized GM • Auto transfer case models MP several other parts changes.
truck applications. Various models of 3023 and MP 3024 (identified by
the MP transfer case include: RPO NQH)
24 GEARS August 2014
Figure 2
These components were updated as • Planetary assembly • Front case half and ring gear
part of this production change: • Range sleeve • Input shaft and sun gear
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TRANSMISSION
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automatic transmission fluids 30 years longer than more industry choice awards by professional
other brands. Lubegard was one of the first lubricant technicians and is, still to date, the only product of its
manufacturers to develop additive technology for a kind that has ever been recommended for use by an
variety of fluid specifications. We didn’t just nail it. original equipment manufacturer and the exclusive
We killed it. When different OEMs tested our product recommendation by the 3 largest repair chains.
on their equipment, Lubegard reduced heat and acid Another reason Transtar Industries recommends
and eliminated noise and vibration. It wasn’t long Lubegard.
before endorsements started pouring in from multiple
OEMs around the world. We are the transmission fluid experts.
www.Lubegard.com
Figure 1
Then you go for a road test with The valve will only bind after The Fix
the new solenoid block in place, and you’ve bolted the valve body to the To correct this and prevent the 2-3
once again the transmission won’t shift case. You’ll rarely witness it with the shift valve from sticking, there are a
past 2nd. The transmission had no shift valve body on the bench. It’s usually few things you can do:
issues when it came in, so what went because the valve body gets distorted 1. Flat file the case and flat sand the
wrong and where do we go from here? once you bolt it down, either because of valve body to remove any high
Let’s take a look at the systems a flatness problem in the case or valve spots and prevent distortion when
involved and see what you could have body, or because you overtightened the torquing the valve body bolts.
done that would have caused this situ- valve body to the case. 2. Install an aftermarket steel 2-3
ation. shift valve; these are less likely to
Diagnosing the Problem stick in the bore.
Normal 2-3 Operation • Take the vehicle on a road test 3. Reduce valve body bolt torque to
When the engine is off, the 2-3 until the transmission stops shift- 65-80 lb-inches. Sometimes the
shift valve is held in the 3rd gear ing into 3rd gear. factory spec of 100-110 lb-inches
applied position by the 2-3 shift valve • Pull the vehicle into the shop and is too much for fatigued and time-
spring. Once you start the engine and remove the pan. tested parts.
shift into drive, the 2-3 shift valve • Examine the 2-3 shift valve; it’s
strokes to the 3rd gear released posi- probably stuck against the retain- If you’ve done that and the valve is
tion by shift solenoid 1 and 1st gear oil er clip (figure 1). That shows the still sticking, your only other choice is
pressure. valve is sticking in the bore. to replace the valve body.
When shift solenoid 1 opens, it • Grab your speed handle and care- That’s all there is to it: a flat case, a
exhausts pressure from the end of the fully loosen the valve body bolts, flat valve body, a good steel valve, and
2-3 shift valve. Spring tension strokes a little at a time, while watching a little less torque on the bolts, and this
the 2-3 shift valve back into the 3rd the valve. The valve will snap problem should be a thing of the past. A
gear applied position. This directs pres- back into place. simple enough solution to an annoying
sure to the 3rd and 3rd/reverse clutches problem.
to shift the transmission into 3rd gear. If the valve snaps back when you In fact, to avoid this after-rebuild
Okay, that’s how it should work. loosen the valve body, it proves the condition from showing up on any
But if the 2-3 valve sticks in the valve is binding because the valve future transmissions, follow these steps
stroked/shifted position, it won’t slide body is distorted. Either the bolts are during every E4OD and 4R100 you
back to the 3rd gear applied position too tight or the valve body or case is rebuild. It’s a simple way to make sure
when solenoid 1 opens. This will block warped. your rebuilds go out… and stay out.
the apply oil to the 3rd and 3rd/reverse
clutches, so the transmission won’t
upshift into 3rd gear.
32 GEARS August 2014
The�powerhouse
C
CM
in�POWERTRAIN.
MY
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here are two schools of thought or both. that’s in between giving a price and not.
for selling transmission work Many shop owners would say, First, you know that you have more
on the phone: The first is, when “Yes, that’s the problem. The customer than one solution to their problem, so
someone asks for a price, you give it isn’t thinking right. We need to see one price quote wouldn’t be a good
to them. It’s simple: You know the cus- the car.” They think the problem is the answer anyway. You could offer a used
tomer is price-shopping, and you have customer. transmission, a remanufactured one, or
at least a ballpark idea of a price. The Wrong! a custom rebuild. Now, you may not
second school of thought is to insist The problem is the way you’re want to offer all of those options, but
they bring the car in for diagnosis first. handling the conversation. they’re still potentially available for the
Here’s the scenario: The phone Naturally you need to see the trans- customer.
rings and the caller asks, “What’s your mission to diagnose the need. And yes, The reality is that the transmission
price for a rebuilt transmission?” the customer is approaching this the might not need replacing. In fact, they
Your response is something like: wrong way. But the customer isn’t the might not even have a transmission
“Well, it depends on what you need. If problem. In fact, they’re your friend. problem. You (and they) don’t know
you’ll bring the car in we’d be happy They just don’t know it yet. yet.
to take a look and tell you what you And you need to be thinking as What you do know is that the
need.” their friend; not as a price-quote source. vast majority of transmissions
The caller says, “No, I just need So how do you get past their price that come into your shop are from
to know the price.” Or they hang up… shopping? There’s a third option; one the same basic 10 or 12 models.
34 GEARS August 2014
When performance
matters, demand
the original.
Part #21001 All Trademarks are owned by their respective companies. Part #21002
T
he votes are in… the verdict’s think that ATRA and GEARS are rec- trans shops depended on general repair
been reached… the writing’s ommending that all shops need to take shops for a substantial part of their
on the wall: There’s no longer on general repairs? Probably because business. And, as one transmission
any way for a shop to remain dedi- it’s been receiving a lot of attention shop owner so succinctly put it, “you
cated to custom transmission rebuild- lately. don’t bite the hand that feeds you.”
ing alone. You have to switch over to And no wonder: Many shops are But lately, more and more general
remans and general repair if you want still struggling. Today’s transmissions repair shops have started to keep those
any hope of surviving. are lasting longer, and shops that used transmission jobs for themselves. They
What a load of… well, you know. to be able to write their own tickets are order up a reman, drop out the old
All you need to do is open a copy living hand to mouth. They’re looking transmission, pop in a new one, and
of GEARS from the last three years or for anything to improve their bottom they get to make all the money.
so. At least a third of the shops we’ve lines, and general repairs is a valid Never mind that their actual profit
profiled specialize exclusively in cus- approach to accomplish that. isn’t much more than they’d have made if
tom rebuilds. And they’re doing just It’s getting a lot of attention they sent the job to you. The RO showed
fine… that’s why we profiled them. because, for years, general repairs were big bucks, so they’re thrilled with bring-
So why do so many shop owners off limits to transmission shops. Those ing “transmission work” in house.
38 GEARS August 2014
614-PRE-1170 Gears Magazine AuG 2014 Ad Trim Size: 8.125” x 10.875” Bleed-8.375 x 11.125
precision814.indd 2 7/29/14 1:23 PM
Live:7.625x10.375 4/C
What the Market Will Bear
But now that they’re doing trans- • You could move your shop to an
missions in house, there’s no longer a area that has a larger potential
reason not to compete with the general market.
repair market. What’s more, there are • You could add something to your
few distinct advantages to offering gen- business to help pick up the slack;
eral repairs: general repair for example.
1. It creates a wider range of ser- Okay, it’s decided: You’re going
vices, so there’s more potential to add general repairs to your ser-
for profit. vice menu. Regardless of what you’ve
2. Since it’s only a small part of your heard, you can’t just add “and General
business, you can cherry-pick the How large a radius? That usually Repairs” to the business name on your
jobs you want to handle and pass depends on where you’re doing busi- sign and start taking in work.
on the ones you’d prefer to avoid, ness. In downtown New York City, There’s a lot of education and
like engine work or air condition- that radius may only be a mile or so. In training that’s going to be necessary to
ing. You can refer those jobs to rural Utah, customers expect to travel bring your technicians up to speed on
one of the general shops that used farther to find the services they need: the latest diagnostic and repair issues
to send you work: Maybe they’ll The radius may stretch out to 50 miles facing the general repair market. You
pay you a commission! or more. may even have to hire someone with
3. General repair shops see their So, if there are generally 100,000 general repair experience specifically
customers far more often than cars within your business radius — to handle that part of your business.
trans-only shops, so there’s more either from people living or working And you’ll also have to plan
opportunity for building relation- there — well, that’s a lot of cars! And, on spending money for equipment.
ships with customers; relation- chances are, there’ll be a reasonable Contrary to what some people will
ships that’ll be valuable when their number of them in need of transmis- tell you, just because “you already
transmissions have a problem. sion work. Maybe enough to keep your have a scan tool and a DMM,” that
As you can see, general repairs can shop dedicated to custom transmission doesn’t mean you’re equipped for gen-
be a valuable addition to your shop. So repair, if that’s what you choose to do. eral repairs. There are tools and equip-
why wouldn’t everyone do it? But the number of cars is just one ment necessary and you’re going to
The simple truth is, not every- part of the equation. A second part is have to spend some money to be ready
one needs to. Some shops are doing the financial consideration: If a large to handle those services.
extremely well handling custom part of your business market is affluent, In some cases — such as air con-
rebuilds and transmission repair. there’s a good chance that you won’t be ditioning — you’ll even need someone
They’re making good money and have seeing a lot of work from them. who’s certified before you can work on
more work than they can handle. Why That’s because those folks gener- the refrigeration system. Working on
on earth would they add general repair ally have newer cars; cars covered by a refrigeration system without proper
work to the mix? factory warranties. Chances are their certification could get you fined by the
What about the other shops? The transmissions are fine, but even if they EPA.
ones that are just squeaking by? In fail, you can be pretty sure they’ll call So is it possible for a shop to make
some cases, they may be suffering from the dealer; not you. a good living as a dedicated, custom
poor marketing or inadequate business On the other hand, if your area is rebuild transmission shop? Of course,
practices. generally on the lower end of the eco- provided your market will bear it. And
That’s why we dedicate so much nomic scale, there might be plenty of no one here at ATRA or GEARS is
of our space here in GEARS and so work but not enough money to pay for going to suggest otherwise.
much of our management program at a complete rebuild. They may only be But if you don’t have a large
Expo to helping you discover ways to able to afford targeted repairs or used enough market to support custom
improve your business. Better market- parts. transmission repairs exclusively, add-
ing, improved business practices, and So your market plays a critical role ing general repair can be a terrific
building relationships are all aimed at in deciding how much work — and option for turning a marginal shop into
one thing: bringing more customers in what type of work — will be avail- a busy one.
your door. able to you. And if there aren’t enough I would love to hear from you on
But what if you’ve done all that transmissions in your market to keep what’s working in your organization.
and still aren’t bringing in enough you busy, you may not be able to Have a unique strategy or process that’s
work? You may have reached the limit remain exclusively a custom rebuild working for your shop that you would
of your potential market. shop and still make money. It’s just not be willing to share with the rest of the
Here’s what that means: Every a feasible option. industry? Send me an email at rbland@
business has a potential market that’s In that case, your choices are some- atra.com. Until next time, remember: If
available to it. For a transmission shop, what limited. They go like this: you don’t drive your business, you will
that market will usually be based on the • You could remain transmission be driven out of business.
number of cars within a given radius. only and continue struggling.
40 GEARS August 2014
“Wow…
I Didn’t See by Thom Tschetter
That Coming!”
16. The crew confirmed that they Small Claims Court judge. But it’s dif- employee. Take care that you don’t
replaced the transmission as ficult to argue with his logic. close the door to future unknown dam-
directed by the service advisor. As always, one of the difficulties ages by entering into a settlement. It’s
in arbitration cases is that decisions worth a few bucks to seek the advice of
The Decision have to be based on the testimony and an attorney on the best course of action
The judge ruled in favor of the evidence presented. The decisions are, for terminating employees.
customer: by definition, arbitrary and often sub- The broader underlying lesson is
1. The shop was responsible to either jective rather than objective. contained in one of my favorite Norman
perform the warranty repairs or It was a surprise to me that the Vincent Peale quotes, “There is no right
refund the $750 to the customer. judge felt the shop had been paid when way to do a wrong thing.”
2. He ruled that the shop had the service advisor agreed to repay the
assumed liability in four ways: $750, and even more surprising that Share Your Stories
• First, the shop is liable for the this settlement effectively put all the If you’ve personally experienced a
actions of its employees. liability on the shop. This demonstrates weird or unusual customer dispute and
• Second, the customer paid the difference between what’s fair and wouldn’t mind sharing it to help your
for the job in “good faith” what’s legal, doesn’t it? industry, please contact me. Just tell me
and was entitled to value in Short of settling the matter with the the story and I’ll do all the heavy lifting
exchange for payment. A war- customer out of court, I’m not sure the to write it. We can make it an article
ranty is part of the value the shop owner could have done anything about you, or, like this month’s con-
customer is purchasing. In the to avoid this adverse ruling. tributor, you may remain anonymous.
absence of a written warranty, I understand why the shop owner The main thing is we want to share sto-
there’s an implied warranty of refused to do the warranty repairs and ries that will help others avoid similar
merchantability that presumes asked the customer to leave. However, problems. Call me at 480-773-3131 or
a reasonable service life on while the customer’s intentions seemed email to me at coachthom@gmail.com.
products and services provid- obvious, unfortunately they weren’t About the Author
ed by a business. In this case, provable. Thom Tschetter has served our
the judge felt the transmission One thing the shop owner might industry for more than three decades as
didn’t pass that test. have done was to engage the customer a management and sales educator. He
• Third, the shop was effectively in a conversation to confirm whether owned a chain of award-winning trans-
paid for the job when the ser- he had actually tried to get the service mission centers in Washington State for
vice advisor repaid the $750. advisor to do the job as a cash (side) over 25 years.
• Fourth, the shop owner no job. Depending on how the customer He calls on over 15 years of expe-
longer had financial recourse responded, it might have been worth rience as a certified arbitrator for top-
against the service advisor taking care of his problem to avoid ics for this feature column.
because he’d struck a settle- the hassle of the day in court… not to Thom is always eager to help mem-
ment with him when he agreed mention the other legal exposure he bers of our industry and continues to be
to leave peacefully and repay suffered. active in his retirement. You can contact
the $750. him by phone at (480) 773-3131 or
What Can We Learn? e-mail to coachthom@gmail.com.
My Thoughts As always, there are lessons to
If this case had been brought to be learned from this case. The most
me for arbitration, I’m not sure I would important lesson is to be careful and
have come to the same decision as the diligent when you terminate an
44 GEARS August 2014
by Niels Klarenbeek
S
ince 2001 ReMaTec Amsterdam cleaning transmission, engine, power significant positions at ReMaTec
has been the focal point for steering or water pump parts, you prob- Amsterdam with a combined show
the automotive rebuilding and ably have to sandblast them or clean floor space of:
remanufacturing industry. Initiated by using ultrasonics. ReMaTec showcases 2011: 5,500 sq ft
the Automotive Parts Remanufacturers the current technology in both and 2013: 7,160 sq ft
Association (APRA) and the European offers information that crosses all plat- 2015: 11,300 sq ft
Federation of Engine Remanufacturers forms, enabling suppliers to step into and together cover about 20%
(FIRM), it was their vision to create different markets. of the total floor space of ReMaTec
one comprehensive show for all auto- ReMaTec is also reaching com- Amsterdam.
motive parts and components that are panies in the transmission parts and As Maron de Groot of Automatic
subject to remanufacturing processes. rebuilding industry. Over the past three Choice, a leading distributor for
Embracing all different aspects of editions of ReMaTec, renown com- automatic transmission parts and –
automotive & HD reman in one single panies such as ZF, Sussex Auto Parts, tools in Europe puts it: “The Dual
show has generated tremendous syn- DB Automobile, Ganzenboom, ATP, Shifting Gear (DSG); a regular
ergy. For instance, think of cleaning Automatic Choice Europe, Newco visitor in the European workshops, is
and testing equipment. Whether you are Autoline, Superflow, GFX have taken now also making his way to America
46 GEARS August 2014
August 19&2s 0
62TE Update
FREE
WEBINAR
*
September
3&4
Mercedes
722.6
HOW TO PARTICIPATE:
Login at http://members.atra.com
and click on the webinar schedule.
Once registered, you will receive an
email confirming your registration
along with information you need to
join the webinar.
*Free for everyone on the day of the webinar. ATRA
Members have access to all pre-recorded webinars.
With BigR/ReMaTecUSA
and ATRA Power Train
Expo together at the RIO
we anticipate the same
synergy we know from
our Amsterdam shows.
and Australia. The spare parts for
Continuing Variable Transmissions
(CVT) have been a regular seller from
our shelves, while recently we got word
from one of our American suppliers
stating they now offer a (small) range.
And it is not by coincidence that German
manufacturer ZF developed World’s
First 9-Speed Transmission, which is
now also used for, among others, the ReMaTec now like Autoenterprises, Melett, Emmetec
Jeep Cherokee. comes to USA & ORPAV, Pos Service Holland and
While the traditional perception Now, on the heels of the success KARDES Elektrik among them.
of an automatic transmission used of its event in Europe, APRA and With BigR/ReMaTecUSA and
to be mainly mechanical and hard ReMaTec bring their formula for suc- ATRA Power Train Expo together at
parts, today’s challenge is filled with cess to Las Vegas. The inaugural Big R/ the RIO we anticipate the same synergy
electronics. Being able to understand ReMaTecUSA trade show takes place we know from our Amsterdam shows.
the flow and cause of fault codes will be Nov. 1-3, just prior to Industry Week Whether it’s about core, cleaning,
the key that can make the difference in and has already sold more than 95% return logistics, testing & diagnostics
being ready for the future or not. of its floor space. About 100 different BigR/ReMaTecUSA has a lot to offer,
That is why the request for shar- companies will showcase their products both on the expo floor and the seminar
ing knowledge is getting louder day and solutions at a 40,000 sq ft exhibit program.
by day. At the moment Europe, with floor; more than twice the size of last Attendees of ATRA Powertrain
all his various languages and cul- years’ Big R Show at the Tropicana. Expo will have the opportunity to get
tures, lacks the abilities for a solid One interesting aspect of the book- access to BigR/ReMaTec free of charge.
knowledge exchange. Whereas in the ings so far is the interest shown by We look forward to welcoming
USA Seminars, Clinics and Hands-on European and other overseas exhibi- you at our show at the RIO.
Sessions are much more part of the tors. Until now, over one third of the
workshop life. The ReMaTec show is registered companies are international
a big part of our marketing strategy. ” with well-known European companies
48 GEARS August 2014
and ours is to help you do it. As the world’s largest and strongest
JOIN TODAY AT
MEMBERS.ATRA.COM // 1-866-GO-4-ATRA
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D
o you know what the number Most of us normally hear it, but do can really decide to be a good listener.
one skill in sales and service is? we always listen to it? Probably not. It’s a decision. Will everything be of
I gave you a hint in the title. Especially if it’s about something we’re interest or value to you? Maybe not, but
Right – listening skills. not particularly interested in for our- not listening can be dangerous. So make
Do we really LISTEN? Most of us selves. a mental decision to listen better to those
‘hear,’ but do we really listen to what Take the Super Bowl. We talk about you talk with; especially if you have
people are saying? Are there any meth- the commercials before they’re even on asked them a question and they answer.
ods, tricks, ideas, tips or techniques to TV. How many can you remember now? We need to LISTEN to them. We need to
make us better listeners? Yes, there are. My guess is you’ll recall those that were acknowledge. We can only intelligently
Listed below are some of the often used of ‘interest’ to you. We probably ‘heard’ answer and acknowledge if we are lis-
skills of better listeners. them. We may have watched them. But tening.
What do you think the difference is again, how many did we really listen to? 2. Welcome the Customer –
between listening and hearing? Pay attention to? On the phone, in person, in business or
Bottom line: Hearing is Below are 6 easy steps to becoming at a social event. We need to make the
physical. Listening is mental. a better listener. As with many things person feel welcomed. That in turn helps
there are more for sure, but starting with make you a much better listener. We
What do some folks do that others these will help you a lot. Listen up! need to be obviously friendly when we’re
don’t in order to be a good listener? It’s 1. Decide to be a Better talking with a customer. And it needs to
pretty simple. Take a TV commercial. Listener – That’s like an attitude. You be sincere. (Most folks can tell when
52 GEARS August 2014
Russell Auto Inc, Group shot L to R: Jennifer Russell Vana (Wayne's daughter), Scott O'Neill, Wayne Russell, Kirk Waterhouse, Chris Estabrook,
Wes Russell (founder- Wayne's father- Jenn's grandfather & Tory's uncle!), Bill Dwire, Tory Russell (Wayne's nephew), Jon Samson
T
here’s little doubt in anyone’s
mind that the transmission
repair business isn’t what it
once was. Most shops find it more
difficult to make a living fixing trans-
missions today; invoices are astronomi-
cally higher while profits are dramati-
cally lower.
But some transmission shops have
managed to do more than survive…
they actually thrive in today’s market.
They’ve recognized that the industry
has changed and they’ve changed along
with it. And few shops provide a better
example of this than Russell Auto Inc.,
in Manchester, New Hampshire.
To be honest, this isn’t the first
Time tested. Russell Auto has been serving the Manchester, New Hampshire area since 1957.
time we’ve looked in on Russell Auto:
54 GEARS August 2014
In the Beginning
The story of Russell Auto begins
in October, 1957, when Wesley Russell
— Wayne’s father — began operating
a branch for Portland Transmission
Exchange. This was one of the earli-
est versions of a “reman” company,
offering rebuilt transmissions over the
counter to shops in the area.
In fact, in an interview several
years ago, when asked about his busi-
ness model, Certified Transmissions
owner Peter Fink was quoted as say-
ing, “I didn’t create a new business
model; I just started with what Portland
Transmission was doing back in the
Service advisor Scott O’Neill sits in front of the many certificates of
’50s and ’60s.”
continuing education on display at Russell Auto.
Wesley purchased the business in
May, 1965, and moved the company to
its present site on Alpheus Street. Later engineering. But he left college after They were one of the earliest rebuilding
they expanded to South Willow Street. about a year to join his father in the shops to operate in a factory setting.
Wayne got his first taste of the family business; that was 1972. And of course, the transmission
business back when he was in elemen- Wayne bought the business from industry was on their side: Only a few
tary school. “I can remember taking a his father in 1997. But Wesley still transmissions constituted the bulk of
cast iron Ford valve body apart, mount- keeps his hand in, helping out with their market, and they had very few
ing all the pieces on a sheet of plywood older units and sharing his knowledge variations from one car to the next.
with everything labeled, and taking it and understanding of the industry. Change the speedometer gear and one
in to school for show-and-tell,” says transmission could service dozens —
Wayne. A Changing Market maybe hundreds! — of models.
After graduating high school, In their early days, the name said
Wayne went to college with a major in it all: Portland Transmission Exchange.
GEARS August 2014 55
Technician Jon Samson (AKA Samson) working on another job. Rebuilder Kirk Waterhouse digs into another unit on his bench.
One thing they’ve tried to maintain those ads over the years.
is their relationship with the general But over the last few years, he
repair market, so a substantial portion began decreasing his spending and
of their business still comes from refer- reducing his presence there. This year
rals and wholesale work. From their he finally broke ties with the Yellow
wholesale accounts they get a mix of Pages entirely. “I think phone book
work: “Some shops send the car for us advertising is all but dead,” he says.
to fix, while others prefer to bring the “You tell someone you found them in
transmission to be rebuilt.” the phone book, they’ll laugh at you!”
Back in the ’70s, the bulk of their According to Wayne, one of the
work came from wholesale customers, big reasons they’re seeing so much
while only a small percentage was from more retail work today than they were
retail customers. in the ’70s is that today’s customers
Today only about 25% of their aren’t as closely tied to a single repair
transmission work is related to whole- shop. So they’re more likely to search
sale customers; the rest comes direct- Google when they have a transmission
ly from retail customers. This market problem.
Technician Bill Dwire.
reversal is why Russell Auto is now Because of those changes in the
willing to consider some general work; market, Wayne has made it a point to
So it was easy to build a business their wholesale customer base is small- focus more of his marketing budget on
model around offering stock units. In er, so there’s less risk competing with the internet. His primary site — www.
fact, it would be hard to find a transmis- them. RussellAutoInc.com — brings him a
sion shop back then that didn’t keep at One thing that hasn’t changed is lot of referrals, as does their Facebook
least a few stock units on their shelves, that Wayne won’t offer general repairs page and the ATRA referral program.
ready to install. to their referral customers. “I guarantee “The repair shop and the phone
These days Russell Auto keeps far my wholesale accounts that I won’t try book aren’t quite the referral base they
fewer transmissions in stock, focusing to sell their customers any addition- used to be,” he says. “I think there are
mainly on custom rebuilds and drive- al work. We handle the transmission; still a lot of customers who are loyal to
train repairs. They also have a truck that’s it. For anything else, they need to their general repair shop; but there are
bay that’s large enough to accept pretty speak with the referral shop.” also a lot that shop around at the chains
much any single-axle truck. Because, as he points out: “You or big-box stores for the best price.
“We work on motorhomes and don’t bite the hand that feeds you.” “We know that a lot of customers
trucks up to about 26,000 GVW… are finding us through the internet. We
sometimes a little more; electric com- Marketing to track those calls and can identify where
pany trucks, armored trucks… We also Today’s Customer they got our name.”
do some fleet work and some general Like most shop owners, Russell Wayne’s also a member of a local
repair; no more than about 20–25% of Auto used to depend almost exclusively Business Network International group.
our total work. But we try to stay on the Yellow Pages for customer con- As the only auto repair member in his
focused on the driveline repairs.” tact. And Wayne spent a bundle on group, he’s had the opportunity to build
56 GEARS August 2014
some valuable relationships with other He’s quick to credit some of his ing them here now,” explains Wayne.
members of his business community. success today to what he’s brought back “But whether they’re working here
One thing that hasn’t changed from the What’s Working programs at today or come to work here 10 years
for Russell Auto is their dependence Expo. And he shares what he’s learned, from now, at least we know they’ll be
on customer referrals. Wayne knows both from ATRA and on his own, on the working from a strong foundation.”
that this is one of the more important What’s Working forums. And having those interns in the
aspects of his business, and he focuses Not simply content to sit back and shop actually helps keep his current
his business approach on making sure let ATRA bring the business support to employees fresh. As anyone who’s ever
that customers are thrilled with their him, he and shop owner Mike Smith taught a class will tell you, teaching
work and are only too happy to refer founded the Northeast ATRA Chapter requires a different level of understand-
their friends. back in the late ’70s, and Wayne was ing. You have to be able to explain why
That mentality has become such its first president. And he served on the you’re doing something and explain
an important part of their business ATRA Board of Directors from 1986 every detail of the procedure; not just
model that, earlier this year, the Better through 1988. do it. That keeps their minds agile and
Business Bureau of New Hampshire their skills sharp.
honored Russell Auto by presenting Influencing Techs Of course, if a truly exceptional
them with the 2014 Torch Award for Far too many shop owners never intern comes into Russell Auto, Wayne
Marketplace Ethics. consider their future staffing require- has first crack at him or her. But either
This prestigious award honors ments until they need to hire a new way, Wayne’s doing his part to prepare
Russell Auto as the most ethical small technician. Then they complain that the next crop of technicians for the
business in the state. No wonder cus- they can’t find qualified help. future of our industry… and maybe one
tomers are happy to refer their friends! Wayne believes in a different day for a job in his bays.
approach: He wants to help educate Russell Auto has been a leader
Russell and ATRA the next crop of technicians, to make in the transmission repair industry for
According to Wayne, Russell Auto sure there’s always a strong pool to nearly six decades… just a few years
became an ATRA Member back in the hire from. He currently serves as after the first automatic transmissions
’70s; around the time he came back chairperson for Manchester School began rolling off the assembly line.
to work for his father. Originally they of Technology Automotive Advisory But what makes them successful
joined ATRA for the technical support Committee and he’s on the Manchester today isn’t just the years of experience
and to take advantage of the Golden Community College Automotive they bring to the table; it’s their willing-
Rule Warranty. Advisory Committee. ness to alter their approach to the busi-
But unlike so many other shop His reasoning is simple: If you ness as the industry changes. And that
owners, that’s not where Wayne’s want to be sure that there will be quali- may be the most valuable thing we can
relationship with ATRA ended. He’s fied technicians in the market, you have learn from Wayne.
been a firm supporter of the seminar to be willing to help make sure they get
programs, attending the technical and started on the right foot.
management seminars since becoming As part of that process, Russell
a Member. Auto often has interns working in the
shop. “Not that we’re planning on keep-
GEARS August 2014 57
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EXPO 814 4-pager.indd 2 7/29/14 2:47 PM
Schedule At A Glance
Thursday, October 30
7am-5pm Attendee Registration
8am-6pm Technical Seminars
It’s Live and In Stereo! - Bill Brayton
It’s a Mad, Mad World - Sean Boyle
Reboot? Restart? Nope...Update! - Alan McAvoy
Fixing It Right the First Time - Stevie LaVallee
GM’s TEHCM...YOU Can Fix ‘em! - Dan Nagy
Waves and Waves of Electricity! Part 1 - Dan Marinucci
It’s Allliiive!!! Calling Dr. Parmenter, Your Patient Has Arrived - John Parmenter
3pm-5pm Management Seminars
What’s Working - Dennis Madden, Rodger Bland
5pm-6pm ATRA Member Meeting
www.PowertrainExpo.com
EXPO 814 4-pager.indd 2 7/29/14 2:50 PM
Travel Information
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www.PowertrainExpo.com
EXPO 814 4-pager.indd 2 7/29/14 2:51 PM
Registration Form
October 30th - November 2, 2014 • Las Vegas, NV
Company Name ATRA Account Number
Address
( ) ( )
TO REGISTER: Call toll free 1-800-428-8489 or FAX this completed form to 805-988-6761
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Join or renew today and enjoy the member discount right away! Call ATRA for details
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GEARS August 2014 69
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locations
Eriksson Industries (860) 388-4418
Valve Bodies
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Autocomp Technologies (713) 697-5511
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Precision of New Hampton Inc (641) 394-5955
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Product Support Lory Transmission Parts (305) 642-4621