November 2019

www.aftermarketonline.net NOVEMBER 2019 AFTERMARKET 3 CONTENTS BUSINESS 8 Big issue: I, rebate 14 Neil Pattemore: Powering up your future 16 Andy Savva: Understanding CRM 18 Mewa UK: Keeping it clean 20 Business advice 22 Snap-on: Queens Award presentation TECHNICAL 24 John Batten: Diagnostic success 26 Gareth Banks: Tyres 28 Frank Massey: VW Golf R mystery – Part one 30 Neil Currie: Process, process and more process 32 Darren Darling: What the Doctor recommends IN FOCUS 34 Top Garage 2020 36 Steering and suspension 40 Filters 44 Remanufactured components 46 Clutch and transmission PLUS... 48 General products 51 Competition: Behr Hella Service 52 Equip Auto 2019 review 56 On the road: MAHLE TechPro ADAS 58 Cheltenham & Gloucester Autocentre 61 Training update 64 Recruitment – New appointments 66 Teabreak CERTAINTY? Editor | Alex Wells alex@aftermarket.co.uk | +44 (0) 1732 370 345 Sales Manager | Daniela Elliot daniela@aftermarket.co.uk | +44 (0) 1732 370 349 Contributors John Batten | Gareth Banks | Neil Currie | Darren Darling | Frank Massey | Neil Pattemore | Andy Savva Commercial Director | Ryan Fuller ryan.fuller@dfamedia.co.uk | +44 (0) 1732 370 340 Operations Manager | Ewa Hodden ewa.hodden@dfamedia.co.uk | +44 (0) 1732 370 340 Project Liaison Manager | Emma Floyd emma.floyd@dfamedia.co.uk | +44 (0) 1732 370 340 Finance Manager | Clare Jackson clare.jackson@dfamedia.co.uk | +44 (0) 1732 370 340 Publishing Director | Ian Atkinson ian.atkinson@dfamedia.co.uk | +44 (0) 1732 370 340 Published by | DFA Media Ltd 192 High Street, Tonbridge, Kent, TN9 1BE Alex Wells, Editor Average net circulation July 2018 to June 2019 20,019 aftermarketmagazine @aftermarket01 ISSN 2516-9149 Aftermarket is published 10 times a year and is sent free of charge to applicants meeting the publisher’s criteria. All others may subscribe at £60 per anum, £120 Europe and £150 rest of the world. While every care is taken to provide accurate information, the publisher cannot accept responsibility for any errors or ommisions, no matter how caused. All rights reserved. No part of the publication may be reproduced or transmitted in any form or by any means without prior consent of the publisher. The views of contributors do not necessarily represent the views of the publisher. Copyright: DFA MEDIA LTD 2018. W hen you run a business, you need certainty. You need to know the staff will turn up on time, that the equipment will be there, and that you will be able to serve your customers. As I write this, about 10 days away from Halloween, I have no idea whether the UK will be leaving the EU or not on time, or whether there will be an extension to the deadline. The Prime Minister wrote to ask for one, but also wrote to not ask for one, at the same time. We also don’t know if a deal will be reached in time, or whether that deal, even if it is ratified, will result in another extension. As an industry, we rely on imported parts, so this is going to affect us one way or the other. To be perfectly honest, all this has left me cross-eyed, despite what the photo below depicts. I think next month I may declare Aftermarket a Brexit- free zone, if only for the sake of my eyesight. On a happier note, Top Garage 2020 opens this month. Skip forward to pages 34-35 for all the info. Then go to www.toptechnicianonline.co.uk and hit the enter here tab. If your business is entering, do it now! And so, onto the rest of the magazine. In Big Issue this month, we take a look at parts rebates, and we ask some of you what you think of them, and what you are getting out of them. That is on pages 8-12. Going over to technical, we have a new name joining our happy band of contributors. Top Technician 2019 champion Neil Currie will be sharing his wisdom with us on a regular basis from now on. In fact, he is so keen, and keeps sending us so many articles, he is already assured a spot from now until about May 2020. Luckily for all of us, his enthusiasm matches his keen skills and automotive insight. We are all going to learn a lot from Neil going forward. Turn to pages 30- 31 to see his first piece. If any of our existing regular contributors want a mention as effusive as this, all they have to do is match Neil, and turn in three articles within the space of a month, with more in the pipeline. Challenge issued! Still on technical, on pages 24-25, John Batten is taking another look at the diagnostic process, while on page 26 Gareth Banks is talking tyres. Mystery is the name of the game for Frank Massey on pages 28-29 as he does diagnostic battle with a VW Golf R. Then coming up the rear is Darren Darling, who is looking at some recommendations. That is on page 32. On the business front, we have Andy Savva on pages 16-17 talking about what can be gained by considering the importance of customer relationship management. Last month saw the bi-annual appearance of Equip Auto in Paris, and Aftermarket was there to see what was what on the other side of the channel. You can find our report on pages 52-55. The issue also includes a visit to Top Garage 2019 winners Cheltenham & Gloucester Autocentre on pages 58-59, as well as our features on steering and suspension, filters, remanufactured components and clutch and transmission. Don’t forget to enter the Behr Hella Service competition on page 51, if you are feeling lucky. Enjoy! Alex Wells Editor