The voice of the independent garage sector July/August 2025 www.aftermarketonline.net 20 Technical Technology in fast lane 26 42 EVs & hybrids Garage visit Safety trailblazers Aftermarket’s ambassador
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Editor’s comment 3 www.aftermarketonline.net MARCH 2025 Editor John Shepherd john@aftermarket.co.uk +44 (0) 1732 370 345 Head of Sales Angela Lyus angela@aftermarket.co.uk +44 (0) 7823 736 629 Managing Director Ryan Fuller ryan.fuller@dfamedia.co.uk Marketing Manager Hope Jepson hope.jepson@dfamedia.co.uk Production Design Anthony Wiffen production@aftermarket.co.uk +44 (0) 7851 612799 Finance Department accounts@dfamedia.co.uk +44 (0) 1732 370 340 Contributors Martin Brown | Patrick Faulkner Bill Fennel | Simon King | Phil Peace Jay Wheatley Published by DFA Media Group 192 High Street Tonbridge Kent TN9 1BE +44 (0)1732 370340 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 Aftermarket Media Ltd 2025. Average net circulation July 2023 to June 2024 21,945 As longest day dawns tool up for summer! Where has the year gone? It seems only the other day that I was packing the Christmas tree away and now summer is officially here. The longest day of the year whizzed by in June and we are now entering what is known to the media world, particularly the national press, as the ‘silly season’. Journalists often turn their attention in these summer months to more trivial and frivolous stories to make up for a lack of ‘hard news’. This is prompted by institutions such as parliament going into recess and the onset of the traditional summer holiday season for industry, with the daily diet of news to feed a hungry media reduced Depending on which newspapers or online platforms you get your information from you might not notice much of a difference in terms of trivia! However, I can of course assure you that Aftermarket magazine is certainly not straying over to the silly side. And why would we? Our industry is always a hive of activity — even if some of you are preparing to take your own summer break away from the workshop. This double issue is packed with all the latest industry news and up-to-the-minute insight you can rely on, including topical business and informative technical articles, plus our regular features section spotlighting the innovative products and services being rolled out for the aftermarket. Looking ahead, the next edition will be out in time for the start of September — when our search to find the nation’s Top Technician, Top Garage and Top Apprentice for 2025 really heats up. We will be preparing for the semifinals of Top Technician, which take place in October, followed in November by the finals of all three contests, and of course the awards evening and gala dinner at the DoubleTree by Hilton Hotel in Coventry. For those of you who have entered, I wish you the best of luck and hope that, in between preparing for the competitions and getting on with the day job, you have a chance to take a summer break. Whatever you are up to in the weeks ahead, don’t forget to get in touch and tell me more about you and your business. It’s always good to get out of the office and visit garages to find out more about what makes your business tick. You and your team could be featured in a future edition of the magazine. Enjoy the issue! John Shepherd Editor
4 www.aftermarketonline.net JULY/AUGUST 2025 Contents 10Business Jay Wheatley on the art of exit planning 10-11 Steering through the digital maze 12 Bullish Banner charges ahead 14 15 18 Insight Technical Tackling complaints 15 Techs turn detective 18 Mettle of titanium 19 Phil Peace takes the ADAS fast lane 20 Workshop game-changer 21 6 News Latest highlights 6-8
5 www.aftermarketonline.net JULY/AUGUST 2025 Subscribe to 42Plus Garage visit 42-43 On the road 44-45 Recruit & retain 46-47 On the move 48 Tea Break 50 Race to find Top Technician, Top Garage, Top Apprentice 22-23 24 22 In focus And they’re off! Products 24-25 EVs, hybrids & aftercare 26-29 Steering & suspension 30-32 Cleaner diesel 34 Aircon 36-39 Workshop wonders 40-41
News 6 www.aftermarketonline.net JULY/AUGUST 2025 LKQ Academy has announced several open day events designed to highlight the “realworld value” of its training, products and services. Each event, aimed at existing and prospective customers, will provide a hands-on introduction to how LKQ supports the skills development of technicians throughout their careers. Following events in June, the remainder are in Avonmouth (July 24) and at its flagship training centre at T1 in Tamworth (July 14). Events start in the early afternoon, with attendees being taken through a presentation on the courses available through the LKQ Academy before touring the training centre at their chosen location. Events will also feature products and demonstrations from suppliers including Autel, Texa, GYS, Autoclimate and REM. Additionally, Kielder and Autowave will exhibit at all six events, while Laser Tools will showcase its products at Tamworth and Avonmouth. A networking session will round out each event, offering customers the chance to engage with local LKQ ECP sales teams and branch representatives. More than 90 in-person LKQ Academy courses are available and range from delivering the skills needed to service hybrid and electric vehicles, to helping support staff become more adept at handling customers’ queries. Alongside its inperson training, the LKQ Academy provides more than 300 e-learning courses, and recently introduced bespoke, oneday customer courses for garages with unique requirements. For locations, dates and booking details contact your local LKQ branch or account manager. Unipart has won a three-year contract with Leonardo, a £17.8 billion global industrial group building technological capabilities in aerospace, defence and security. Under the terms of the deal, Unipart will be responsible for warehousing and logistics services, contributing to Leonardo’s support of the UK & Irish fleet of commercial and public service helicopters. Darren Leigh, CEO of Unipart, said: “In an industry facing a number of challenges, ranging from production demands to sustainability targets, it’s crucial for Unipart to provide best-in-class supply chain performance improvement solutions that deliver sustainable growth.” The announcement came just weeks after Unipart reported an increase in turnover to more than £1 billion last year, a 3.2% yearon-year rise. Meanwhile, underlying profit before interest and tax increased 29.5% to £28.1 million. The company also celebrated the 50th anniversary of the Unipart brand in 2024 — a year in which the business said it also extended supply chain partnerships with a number of automotive OEMs across operations in the UK, US and Asia-Pacific. Replacement car parts manufacturer APA Industries has announced a major warehouse expansion that the firm said will directly boost supplies for the UK and other markets. APA said it has completed a 40,000 ft2 expansion to its existing 100,000 ft2 warehouse in California to speed-up orders of more than 9,000 SKUs, supporting its ÜRO Parts and Autotecnica brands and products. Drew Persson, APA’s director of brand strategy, told Aftermarket magazine that while the expansion is in the US, it is a key part of the firm’s global strategy as it serves customers across the UK, Europe, US and Asian markets. “This investment directly benefits them by allowing us to expand our inventory of exclusive and hardto-source SKUs. This means faster fulfilment, greater depth of range, and stronger supply continuity — all of which are increasingly important for UK distributors and garages looking for reliable sourcing partners.” Parts supplier APA says H[SDQVLRQ WR EHQHᎮW 8. 8QLSDUW LQ WKUHH \HDU Leonardo contract Academy open days focus on training and support
www.apexautoparts.co.uk + 44 0203 915 7535 parts@apexautoparts.co.uk trade@apexautoparts.co.uk FOR ALL LEADING BRANDS Quality Parts www.apexautoparts.co.uk + 44 0203 915 7535 VÈôØ öÈçØ çܯÂÜÜ ô¯ã ÕØÁ¯çÁ ©¯Â ÕØãÜ ¨ØÈÁ ãÈÕ ØÂÜʏ ¼¼ ã ãÁ ãÈöʏ For competitive prices, prompt delivery, and unparalleled service partner with Apex Auto Parts We’ve created over £85 million worth of work for our independent garage partners in the last 12 months. There’s guaranteed work ready and waiting for you! 4.6 OUT OF 5 You’ll receive actual bookings – not job enquiries We will only charge you for bookings after the appointment No time-consuming bidding or quoting for work The customer pays you direct, not us You have complete control of your availability, lead times & pricing Pay us just a small commission for the customer and they’re yours to keep and market to directly bookmygarage.com/for-garages or call us on 0330 124 5662 the QR code d out more! Join the UK’s #1 comparison websit for MOTs, Servicing & Repairs and let drive the bookings to you
News 8 www.aftermarketonline.net JULY/AUGUST 2025 Mobile repairs network Revive! Auto Innovations has announced the launch of its latest franchised business in Norfolk. The King’s Lynn business will provide mobile bodywork and alloy wheel repairs to car dealerships and private vehicle owners across the town and surrounding areas. Revive! King’s Lynn owner Jake Neadley said he expected to be running multiple vans and technicians from the facility within five years. “We’ve already started building up some great relationships with local car dealers and we’re on the lookout for our second technician.” Neadley, who has always aspired to start his own business, ventured into mobile repairs after he said he was unable to find a quality local service when his own car was damaged. King’s Lynn marks the brand’s fourth new franchisee of 2025. Automotive industry charity Ben has announced changes to its senior leadership team as part of its new strategic direction. Martin Smith has been appointed as director of finance, governance & impact. He will oversee Charitable Impact on an interim basis and work closely with CEO Rachel Clift. Smith has over 20 years of experience in the charity sector, primarily as a finance director for benevolent fund charities. Other changes include: O Matt Wigginton, part of Ben’s former executive team, who is now director of growth & development; O Ellen Plumer has moved into the newly created role of head of awareness & experience. She will still lead marketing, communications and outreach and have additional responsibility for significantly raising awareness and enhancing the user experience of Ben; O Sarah D’Addio has been appointed head of HR. She has served as interim HR manager since 2023 and now formally joins the senior leadership team. O Gary Burgham, HR director, and Zara Ross (former CEO who moved into the role of transfer programme director) have now left. Ben said they had been pivotal in supporting the organisation’s strategic direction to transfer its care and village services to suitable, alternative operators; O Jonathan Cox, finance director, has also stepped down but will remain with Ben for a period to support the transfer process. CEO Clift said: “I want to extend my heartfelt thanks to Gary, Zara, and Jonathan for their outstanding contributions to Ben, especially during a time of immense change and transition. “With our new senior leadership team in place, we are now very well-positioned to grow our impact and support even more people in our automotive family.” Ben unveils shake-up of leadership team UK and European automotive battery major Ecobat Battery has been acquired by private equity firm Endless for an undisclosed sum. Ecobat, a leading specialist supplier of batteries and energy storage solutions for a wide range of applications, has a network of 23 distribution hubs in the UK, Ireland, France, Netherlands, Belgium and Spain. Endless, a UK-based private equity firm, has acquired the battery maker from the US-based Ecobat group. The acquisition will provide Ecobat Battery, which has turnover in excess of £200 million, with the capital and strategic support to accelerate its growth plans and invest in bolstering its commercial platform, Endless said. Endless investment partner Andy Ross said Ecobat had a strong heritage, talented team, and a clear role to play in the battery distribution market. Ecobat Battery acquired by UK investor Endless King’s Lynn franchise milestone for Revive!
PHOENIX SMART çõĕ½瀆 §ĉÁ½ XąõÍą§ììÖîÍ 溢溠溠灢 {ÁÓÖ·çÁ §Đ§ §ĉÁ , īĂ§î½§¶çÁ 濎 ½½瀆Kî濏 XąÁ·ÖĉÁ fõĂõçõÍĬ D§ĂĂÖîÍ 溤溢灢 D§ÖîĐÁî§î·Á _ÁąĥÖ·Áĉ SMART TECH FOR SMART PROFESSIONALS @topdoneurope CONTACTUS 溧 fÓÁ Kç½ DÖçç潼 [Á§½ÖîÍ [õ§½潼 X§îͶõĕąîÁ潼 [Á§½ÖîÍ潼 k<潼 ['溨 溧, Ö§ÍîõĉĐÖ· õîîÁ·ĐÖõîĉ fKX KE k[KX _> k潻fKX KE潻 KD 溠溡溡溨 溢溢溧 溠溦溤溨 /îÌõ煀ĐõĂ½õî½Ö§ÍîõĉĐÖ·ĉ潻·õ潻ĕä Our range of battery maintenance tools can help charge, protect and repair your battery, and carry out analysis to give a full picture of a battery’s health. COMPLETE BATTERY SUPPORT JUMP TEST CHARGE & MAINTAIN #ProTools Your trade Our tech RPPL3000/RPPL1000 Portable Lithium Jump Starters RMM600 Battery Tester RBAG950 Graphical Battery Analyser RSCP3024/RSCP5024/RSCP10024 Battery Support Units Available from: To find your nearest branch or to order online visit www.gsfcarparts.com 16201-05 Battery Support ad Aftermarket mag 190x130+3mm.indd 1 13/05/2025 17:02
Business 10 www.aftermarketonline.net JULY/AUGUST 2025 Start with the end in mind… …why exit planning should start now, advises Jay Wheatley AAE MIMI, business coach and mentor at Absolutely Automotive Ialways knew I would sell my business. Not because I was burnt out or desperate, but because it wasn’t just a job I owned, it was an asset I was building. Something that could one day be passed on or sold, but on my terms. That meant I had to run it with the end in mind. From the beginning, the decisions I made weren’t just about getting through the week, they were about creating something someone else might want to own. That mindset shaped everything for me. It meant that when I did eventually decide to sell, I wasn’t starting from scratch. I didn’t need to fix a business in a rush. I’d already spent years improving the accounts, tightening processes, and moving things away from always depending on me. Because when you’re looking at a business through the eyes of a buyer, you see things differently. But let’s be clear: exit planning isn’t just about selling. There are only a few ways to exit a business. You can sell it. You can pass it on. Or you can close it and walk away. That’s it. Selling might mean finding an outside buyer, but sometimes the best buyer is right under your nose. A trusted manager, or even a couple of key staff members, may be interested in taking it on. Often, they won’t have the money up front, but with the right plan and structure, a deal can be done that works for both sides. You just need time and clarity, because unless you plan ahead, your options at the end might be fewer than you’d like. Why you should think about exit long before you want out There’s a common pattern in this trade: garage owners only start thinking about exit when they’ve had enough. That’s often when I get a call. They’re tired, worn out, and not enjoying it anymore. But here’s the harsh truth, by the time you feel like that, it might already be too late to make the good decisions. Exit planning isn’t something you do when you’re ready to go. It’s something you do so you can go when the time is right. That doesn’t mean you need to know when you’ll sell. It just means you need to act like you might. Because what you build today shapes the choices you’ll have tomorrow. So ask yourself: if a buyer walked in tomorrow, what would they see? One of the most misunderstood parts of exit planning is valuation Presentation matters… are your accounts tidy and are things recorded and traceable? Photo: Artem Podrez / Pexels
Business 11 www.aftermarketonline.net JULY/AUGUST 2025 Would they see a business that looks professional, with clean accounts, tidy systems, and a strong team? Or would they see something that only works because you’re there to hold it together? What’s it worth? A question with more than one answer One of the most misunderstood parts of exit planning is valuation. Most owners have a rough idea what they think their business is worth, but very few actually understand how that number is calculated. Is it based on turnover? EBITDA (earnings before interest, taxes, depreciation and amortisation) or net profit? You might hear terms like ‘3x net profit’ or ‘4x adjusted net’, but ask yourself: Three times what, exactly? If you’ve never been through a business sale, this stuff can feel like the language of demons. And while you don’t need to become a financial expert, you do need to be aware that the way something is valued affects what you’ll be offered. Some agents will base it on turnover, which can sound impressive, but we all know that turnover is vanity, and profit is sanity. Others suggest a multiplier. But again, is it on net profit, or adjusted net? Are they counting your salary and other benefits? Or removing them to show what profit the business would make without you? Many owners don’t realise there are different definitions of ‘net profit’ in relation to a sale, and which one a buyer or seller might be using. Even the accountants and brokers don’t always agree. If someone gives you a number, ask what they are basing it on. Any serious buyer certainly will. Preparing for a sale (even if it’s years away) Once you start seeing your business as something someone else might want to own, it changes the way you run it. You realise that ‘being busy’ isn’t the same as being valuable. You stop thinking just about how hard you’re working, and start looking at whether your business can still run when you’re not around. Would a buyer see a workshop with clear systems? Staff who know their roles? Or a place where every customer, complaint, and parts problem ends up on your plate? Presentation matters too. Are your accounts tidy? Are things recorded and traceable? Or is the knowledge still locked inside your head, or someone else’s? If your business is leasehold, here’s another factor people often forget: the lease itself. A serious buyer investing their own money will want security. A long lease, or at the very least the option to secure one, is critical. If the premises arrangement is short-term or vague, the deal becomes riskier, and the offer might reflect that. None of this is about perfection. It’s about confidence. You don’t need to wait until you’re ready to sell to start making those improvements. In fact, it’s far better if you don’t. Vendor finance – a useful option, but know the risks Here’s something that never came up in most of my agent conversations, but it should have. It is becoming more common, or should I say expected. Put simply, it means you agree to accept part of the sale price over time, rather than everything up front. It can help get a deal over the line, especially when a buyer can’t raise full funding. There are a multitude of ways to do this, far too many for this article. But let’s just say I have seen most of them. However, here’s the catch, you’re taking the risk. If the buyer struggles, you might not get paid. Worse, you might find yourself being asked to step back in just to protect what you’re still owed. That’s not to say it’s a bad idea. In the right situation, with the right buyer, it can work. You don’t need to use vendor finance. But you do need to know what it is and that there is more than one way to do it if the conversation comes up. Not just a sale — a strategy The whole point of exit planning is this: it gives you options. Whether you’re thinking about selling to someone new, passing it down to a family member, doing a staff buyout, or walking away, you’ll only be able to do that well if the business can survive without you. That doesn’t happen by accident. And it’s why exit planning is just another way of saying ‘building a proper business’. Because a business that doesn’t rely on you every day isn’t just easier to sell, it’s easier to live with while you still own it. It gives you more time, more choice and more freedom. Will someone want what you’re building? Most garage owners I speak to haven’t ruled out selling. They just haven’t really thought about it either. By the time they do, they’re often on the back foot. So, here’s a better way to look at it: you don’t have to decide when to exit right now. But you do need to start making your business something someone else would want to own. Because even if you don’t know the date yet, the destination is still the same. That journey starts today. Want to take the first step? Get our free quick guide which includes information on exit planning. Written for garage owners, it will help you plan now, not when it’s too late. Jay Wheatley AAE MIMI, business coach and mentor
Business 12 www.aftermarketonline.net JULY/AUGUST 2025 Steering your business through the digital maze Repairify Innovations director Martin Brown highlights the efficiencies and challenges of garage digitisation Over the past few years, we’ve seen a clear shift from paperbased systems to digital solutions. This development is being driven by suppliers, software providers, and vehicle manufacturers pushing digital options. The new digital tools are seen as providing faster turnarounds, clearer reporting, and unprecedented access to the wealth of data embedded in modern vehicles. The potential is there, but in the automotive sector, the challenge comes in the adoption of digital because processes are ingrained and businesses need to adapt to change while also integrating these ‘new’ technologies into their daily operations. These systems are an asset; we have the ability to churn out a vast number of reports that range from revenue per technician, job turnaround times and MOT conversions. These reports are designed for management teams to review and aid in the efficient running of the business, whether it is a one-site or multi-site operation and are not usually intended for those on the workshop floor. However, all this data can just become a jumble of numbers unless it can help in the decision-making process; it just becomes clutter and worthless information. This is why it is still important to use the human element (seeing what is actually taking place on the floor and talking to technicians) to counterbalance the digital system because a human eye can witness what is actually happening and decisions can be made based on experience rather than rafting through a load of data and graphs to make it. With digitisation comes the word accessibility. It refers to customers checking their booking online. However, for businesses, it means a different thing. We see that accessibility is not all it is cracked up to be for independent workshops. This is because they are often stuck behind paywalls, multiple logins, and locked-down manufacturer systems, so their technicians and management teams find that getting hold of the correct ECU data for a 2020 BMW, for example, can feel like trying to hack into MI5. It is why the ‘right to repair’ campaign is vital, because if garages can’t properly access technical data and diagnostics, how can they compete fairly with the main dealers who have access to more data and can repair vehicles that the aftermarket may not be able to do? Alongside accessibility, digital tools speed up processes, but only if they are integrated correctly and businesses do not take the short-term view on them rather than being able to understand the benefits the systems bring to calibration and diagnostic work as the number of jobs continues to grow over time. We know digital systems support the workshop, but they do not run it. As an industry, we know that the best tools are the ones that help technicians perform the job faster and better without getting in the way. This means quick access to information and reports that help with business decisions and employing systems that work in step with the workshop. If providers give businesses these three things, they will be happy to go digital, but what they don’t want is more complexity, cost and clutter because they will push back to send the message ‘we don’t want this system’. The best tools help technicians do jobs faster and better without getting in the way Photo: Steve Johnson / Pexels
Business management software designed for the Automotive aftermarket. www.klipboard.com Your Business Your Way Klipboard, the new name for Kerridge Commercial Systems For peace of mind always use a Garage Equipment Association member. GEA accredited engineers work to an industry code of conduct. Your assurance their skills and knowledge have been independently assessed. IS YOUR EQUIPMENT ENGINEER GEA ACCREDITED? Ask your engineer for his accreditation card ! The Upholders of Industry standards since 1945 The Garage Equipment Association www.gea.co.uk GEA ACCREDITED ENGINEER Name Company Discipline Exp Date ID Number XX123456 XX123456 XX123456 XX123456 XX123456 For E-Cast & Direct Mail enquiries contact: angela@aftermarket.co.uk Deliver targeted campaigns to: 20,000+ qualified contacts
Business 14 www.aftermarketonline.net JULY/AUGUST 2025 Aftermarket driving increased lead battery sales and revenue, says Banner Lead battery giant Banner has announced increases sales and revenue, noting that lead acid technology continues to be a mainstay for the industry — and the aftermarket in particular. Banner said in June that sales of lead batteries in the 2024-25 financial year were in excess of four million — an increase of more than 200,000 over the previous year. Revenue increased by €312 million (£266 million), an increase of over €10 million compared to the previous year. Banner said the results reflected the success of investments totalling €25 million over the past three years, a consistently high export share of 95% and a dedicated team of 760 employees throughout Europe. With increasing electrification of vehicles and structural change, it is becoming clear that lead acid batteries are retaining their relevance – whether as starter and on-board power supply batteries or in applications with customerspecific energy solutions, Banner said. Meanwhile, the firm forecast the “stable development” of lead batteries in the European market up to 2030, although declining production of new vehicles in the OEM sector is set to realise a slight fall in demand as the market shifts significantly towards supplying the aftermarket. One of the reasons for this is the increasing average vehicle age, which has now increased by almost two years in Europe, Banner said. This trend is having a positive impact on demand in the replacement business, as older vehicles require new batteries more frequently. In addition, the lead acid battery remains indispensable even in modern electric vehicles. More than 90% of all electric cars are currently equipped with a 12V onboard power supply battery based on proven and environmentally friendly lead acid technology, Banner said. The robustness, recyclability and costeffectiveness of lead batteries continue to make them the first choice for numerous systems. The outlook for the firm’s energy solutions business unit is also positive, supplying batteries for applications including traction batteries for electric forklifts to energy systems for golf carts and UPS facilities. Austria-headquartered Banner invested €10 million in its Leonding site in the past financial year, including a major maintenance construction project that was completed in April 2024 at a cost of around €3.5 million. The project included establishing a tool shop to help reduce external costs by producing more spare parts in-house. The company is also investing in apprenticeships and a training centre. Banner said it is currently supporting 10 apprentices — five each in the electrical engineering and commercial sectors. Earlier this year, Banner has announced that Werner Töpfl had become the first externally-appointed CEO in the company’s history, after more than three decades of leadership by owners Andreas and Thomas Bawart. Töpfl took over operational management of the firm on April 1, supported by two long-standing managers, Franz Märzinger and Florian Steinhart, who act as members of the management board. The UK is a key market for the battery giant and Aftermarket reported earlier this year that Andrew Russell had been appointed business development manager, with the task of boosting the firm’s presence in the automotive aftermarket across the north of England and Scotland. Russell, who has more than 23 years’ experience of the UK aftermarket and is a former business development manager with Ring Automotive, has a reputation for developing strong customer relationships and identifying new business opportunities, Banner said. Russell, who reports directly to country manager, Lee Quinney, is responsible for targeting Banner’s growing customer base of motor factors, garages, independent distributors and other specialist automotive parts outlets. The UK is a key market for the lead acid battery giant Andrew Russell
Insight 15 www.aftermarketonline.net JULY/AUGUST 2025 Seeing through complaints Bill Fennell, chief ombudsman and MD at The Motor Ombudsman, looks at effective ways for garages to navigate the personal burden of receiving complaints from customers It can be disheartening for a garage to hear that something has gone wrong from a customer’s perspective, and to be on the receiving end of a complaint, despite the best efforts being made to deliver the highest level of work and service. This can have an adverse effect on staff morale and mental health, impact performance, promote stress, and be a time when employees may turn to others for emotional support to work through the issues raised. The following are some key considerations to take into account when a dispute arises, to help minimise the personal impact of complaints. From public to private With the prevalence of online feedback forums and social media platforms, the name of a staff member, as well as that of a business may be cast into the spotlight if a consumer deems to have received a sub-standard level of service. This may also be the first time that you hear of a complaint or an expression of dissatisfaction, with social media channels, such as Facebook or X, often providing consumers with the opportunity to voice an opinion to a wide audience, and where individuals, might similarly, ‘hide’ behind a pseudonym in a bid to preserve anonymity. In these circumstances, it is important to look to bring the conversation behind closed doors as quickly as possible via direct messaging, for example, to discuss and better understand the reasoning behind the complaint. Don’t take it personally Customer complaints may carry an element of emotion, and a dismissive or negative tone of voice, whether written or verbal. This could be driven by various factors, such as mood, their own circumstances – both financial and personal, and how much money is at stake in terms of the spend required on their vehicle, whether it’s for a repair or maintenance, for instance. It is, however, important to remember that when presented with this type of scenario, a dispute most often stems from a business activity or concern, rather than it being a direct personal ‘attack’. It’s good to talk Being customer-facing and dealing with complaints may prove a challenge for some, and how they are processed and felt by an individual ultimately comes down to personality, sensitivity and character. For certain people, a complaint can be left at work and not brought home at the end of the day, whilst for others, they can be very closely interlinked and promote an element of an anxiety, worry and disappointment. Where professional life interacts with family life, the burden of complaints can affect relationships, mood, sentiment, stress levels, and sleep patterns, and it is crucial that individuals never feel alone, and have the security to open up without any fear of judgement. Men can appear typically less open than women, as this could imply, in their mind, a sign of weakness or vulnerability in the eyes of others from their perspective, and subsequently may find it hard to talk to either a friend or family member or a manager. On this point, this is where it is important to know how to identify the signs of any personal struggles being experienced by colleagues, to be a source of support where possible, and to have an understanding of the professional resources that can be offered to further assist others with getting the right help that they need. This was a key driver for The Motor Ombudsman partnering with Ben, the automotive charity, to create ‘Steer’, a quick-reference guide recently launched at the Automechanika show in Birmingham, to help automotive businesses recognise and support their workers encountering mental health and wellbeing challenges. In summary… Complaints are generally of a temporary nature (i.e. they come and go), but the impact on an individual when experiencing this type of negativity can have a longer-lasting effect. Staff are the most valued asset in business, and the primary takeaway message from here is that, cared-for employees provide a springboard to drive positive customer relationships and performance in the workplace. Visit www.TheMotor Ombudsman. org/Steer to read the new ‘Steer’ guide.
TPS 16 www.aftermarketonline.net JULY/AUGUST 2025 TPS has launched ‘Brands at TPS’, boosting its parts offering and leading to the biggest range of products ever made available to its customers. ‘Brands at TPS’ will expand the range of products available through TPS’s 83 UK Centres by partnering with industryleading third-party brands renowned for producing high-quality mechanical parts. In the initial phase, ‘Brands at TPS’ will offer six well-known aftermarket brands into the TPS product family. O Mahle - specialists in cleaner engines, it will supply parts for filtration O SKF - the world’s largest bearings manufacturer will supply wheel bearings, engine belts as well as steering and suspension O ZF - a global leader of tier one quality products, bringing braking, shock absorbers, steering and suspension through their sub brands: Sachs, TRW and LEMFÖRDER O Bosch - a household name that will bring engine belts, filtration and braking products O Hella - global experts in electronics, bringing engine electrics products O Valeo – TPS’s current Group-wide supplier of wiper blades, bringing even more of their range of fly wheels, clutch kits and hydraulics The Mahle and SKF brands are available to customers now, with product ranges from the four additional Phase One suppliers on board by the end of July. For the initial launch, TPS will offer around 2,000 third-party parts, with plans to increase this to over 10,000 as the ‘Brands at TPS’ range develops with new third-party brands being added to the portfolio as well. Alan Povey, Mahle Quality and Technical Manager, said: “We have our full range of air, oil, fuel, and cabin filters available to TPS customers. “For quality assurance, our products are developed and tested to rigorous standards and manufactured with high quality and durable materials. “There is also technical support available, which includes brand specific QR codes on our products, which verify them as ours and give information about each product, plus tips and advice on how to best fit them.” Gavin Dixon, SKF Vehicle Aftermarket Sales Manager, said: “The range of products being made available to TPS customers are already proving popular with garages. “The chain kits are a big seller to garages. We know how difficult it is when you’re trying to just sell a loose chain with all the guides, oil seals and the tensions that go with it. As part of our range, we offer a kit with all the components in it. “We also do a full kit with the oil seals in as well. There is also everything related to the wheel bearing up to the suspension, wishbone arms, stabiliser links. We’ve now moved into coil springs and braking parts, which will be available from TPS going forward.” ‘Brands at TPS’ will expand TPS’s current parts offering and increase its coverage of the UK car parc, with a focus on older vehicles. The latest Motorparc data published by the Society of Motor Manufacturers and Traders (SMMT) shows the average age of a car on UK roads is now 9.5 years old and with nearly one in four cars on UK roads a Volkswagen Group vehicle, it’s a timely launch. TPS is already the UK’s leading supplier of Volkswagen Group Approved Genuine Parts and with the new ‘Brands at TPS’ parts offering, customers will have even greater choice of quality parts to fit their Audi, SEAT, Škoda, Cupra, Volkswagen Passenger Cars and Volkswagen Commercial Vehicles models. Catherine Baker, Head of TPS, said: “We are proud to launch ‘Brands at TPS’ and in doing so boost our parts offering to our customers. “We’ve always been Genuine first and that doesn’t change. We remain dedicated to Genuine as our primary offer, but we can now offer a one-stopshop for our mechanical customers’ needs, including a wide-ranging selection of third-party branded parts. “So, whether it’s Genuine Parts for a five-year-old car or reliable, affordable parts for a 10-year-old one, we aim to become the trusted one-stop-shop for keeping vehicles on the road – quickly, efficiently, and with unmatched expertise.” She added: “We also offer Quantum Oils and Consumables which are hugely successful and well loved by our customers. “This new development means a wider range delivered through our existing network and helps to make TPS the parts supplier the aftermarket trade can trust for pretty much everything they require.” The new ‘Brands at TPS’ range will also be supported by the technical knowledge and advice of the staff teams at TPS centres, who know Volkswagen Group vehicles better than any other parts supplier. TPS customers can also count on up to five deliveries a day, Monday to Saturday, helping to ensure that parts can be dispatched when they are required. ‘Brands at TPS’ launches WR RᎭ HU ELJJHVW HYHU UDQJH RI SDUWV Catherine Baker
Technical 18 www.aftermarketonline.net JULY/AUGUST 2025 Technicians turn detective with inside intelligence How workshops turned to ALLDATA Repair to find solutions to two different vehicle problems Adiagnosis was required for a 2020 Škoda Karoq 1.0 TSI after the vehicle’s owner brought an unusual problem to the workshop. Problem The customer reported ‘jerking’ when accelerating but, despite clear symptoms, the vehicle’s fault memory did not show any corresponding indications. The workshop technician took the vehicle out for a test drive, where it was confirmed that, at higher speeds, the driver would feel significant vibrations throughout the vehicle, particularly in the steering wheel. A quick diagnosis would be tough because there were no error codes or messages displayed on the dashboard — but the technician was confident that the cause would be mechanical, rather than electronic. Solution Rather than guess, wasting time and frustrating the customer in the process, the technician turned to ALLDATA Repair. This is a portal that grants independent workshop and bodyshop professionals instant access to genuine repair and maintenance instructions from 41 vehicle manufacturers (VMs). A targeted search for “vibrations” led the professional to the appropriate, unedited technical product information from the VM. The data showed ‘incorrect wheel balancing’, ‘rim damage’ or ‘tyre deformation due to prolonged inactivity’ as common causes of wheel vibrations. Consequently, the workshop technician inspected the wheels and tyres, with a measurement showing that two wheels had a significant radial and lateral run-out — a problem that is not immediately visible but can cause severe vibrations. The professional was able to balance the two affected wheels and position the tyres accurately. Upon another test drive, the jerking had stopped, and the vehicle ran smoothly once more. Problem In a separate case, a workshop faced a tough ask when the injectors of a 2017 Vauxhall Movano B Combi needed to be serviced — but the cylinder numbering was not visible on the vehicle’s documents, so how did the technician count the cylinder sequence? Without the correct information, the technician would likely have disconnected the injectors or dismantle them — a risk that could have exacerbated the issue to the detriment of the motorist. Solution To provide the motorist with the best service and quickly return their vehicle to the road, the workshop technician contacted the ALLDATA Info Centre. An expert guided them to the correct information in ALLDATA Repair. A targeted search for the relevant VM schematics for the engine control and glow plugs showed that one glow plug was equipped with a combustion chamber pressure sensor, a clear indication of cylinder one. With this crucial information, the technician was able to determine the correct cylinder sequence. Correct cylinder numbering is essential for accurate fault diagnosis. In modern engines with common rail direct injection, each injector is individually programmed to its corresponding cylinder. Incorrect assignment can cause misfiring, rough running or power loss. The ALLDATA Repair Info Centre Service is an invaluable tool, with a team of master technicians ready to resolve queries within four hours — often faster! Subscribers can access this service whenever they need assistance. Professionals may need this service when they have difficul ty locating specific information that has not yet been uploaded to ALLDATA Repair, need tailored service and maintenance schedules, or are unfamiliar with a VM’s repair information. With the ALLDATA Info Centre, workshops can save time, avoid costly mistakes and ensure accurate repairs — keeping motorists safe on the road. ALLDATA Europe is a leading provider of original VM, repair maintenance and diagnostic data and is the company behind ALLDATA Repair, a single, easy-to-navigate information portal that allows independent workshop. ALLDATA Repair comprises more than 90 million articles, nine million technical drawings and wiring diagrams with electrical connector views — that’s procedures for 145,000 year, make, model and powertrain. With an ALLDATA Repair subscription, users can utilise the ALLDATA Repair Info Centre Service too. Visit https://www.alldata. com/eu/en/repair-europe for more information about subscriptions to ALLDATA Repair and to sign up for trial use.
Technical 19 www.aftermarketonline.net JULY/AUGUST 2025 Titanium shows it mettle for the auto sector Patrick Faulkner, lead engineer at Huddersfield-based precision engineering components supplier, Accu, on the importance of the metal for fasteners and fixings used in the aftermarket Titanium is an exotic metal that has a unique combination of mechanical, chemical and physical properties. No.22 on the periodic table, titanium is a naturally occurring, silvercoloured metal. It is the ninth most abundant element, but it is only in the last 20-30 years that it has been used in the high-performance automotive aftermarket industry. Titanium delivers outstanding mechanical performance, making it a goto material for applications where weight, durability and reliability are critical. Precision-engineered titanium fasteners offer an exceptional strength-toweight ratio and inherent corrosion resistance. Titanium screws feature precise threading and material compatibility, allowing seamless integration with surrounding components. In the aftermarket industry, titanium cap head screws are crucial in the repair and reassembly of vehicles. Their lightweight and robust nature can handle the rigours of speed and impact. The material’s natural resistance to corrosion, especially in harsh environments, such as when affected by road salt/ grit or acidic conditions, makes it a preferred choice for many applications. When installed in engines, titanium screws provide strong, secure connections and maintain structural integrity under extreme conditions. These properties, combined with high tensile strength, make them ideal for aerospace and other demanding engineering applications. Titanium fasteners are available in several grades, each tailored to the particular demands of different applications. Grade 2 is categorised as a commercially pure titanium, which means it contains a minimum of 99% titanium with small amounts of oxygen and other elements. This grade offers an excellent balance of strength, weldability and corrosion resistance. The most common titanium alloy used in automotive applications is grade 5. Combining high strength and corrosion resistance, titanium grade 5 contains 6% aluminium and 4% vanadium, making it suitable for highperformance applications where fasteners need to maintain integrity under high stress and extreme temperatures reaching over 316°C. Accu’s range of metric titanium screws is manufactured from grade 5. We offer a comprehensive range of titanium machine screws to meet different needs, with pure titanium bolts available in sizes ranging from M2 (2mm) to M10 (10mm) in thread diameter and lengths from 3mm to 100mm. Grade 7 titanium fasteners are the most corrosionresistant and are suitable for advanced applications, such as in high-performance motorsports. The drive type for these screws is a hex socket, providing a secure and reliable fastening method whilst the head type is typically a cap head, designed for applications requiring balanced load distribution. Variants include fully-threaded and partiallythreaded options. In terms of mechanical reliability, titanium’s inherent hardness means its threads are highly resistant to stripping under normal use. That said, as with any fastener, correct installation and the use of suitable tools are key to preventing thread or head damage. Though titanium screws cost more compared to stainless steel, their performance advantages often justify the investment. One of the most notable advantages of titanium fasteners is their strengthto-weight ratio; titanium is around 45% lighter than steel, enabling significant weight savings without compromising strength. An example of titanium’s ability to achieve weight savings is its use by Switzerland-based AMZ Racing, formed by engineering students dedicated to designing, building and racing highperformance electric cars. AMZ, a sponsored team of Accu, earned a Guinness World Record with its Mythen WR 2023 electric race car, achieving the fastest 0-100 km/h acceleration for an electric vehicle. Titanium components were critical in reducing the car’s overall weight from 162 kg to 137 kg. Visit www.accu.co.uk for more information.
Technical 20 www.aftermarketonline.net JULY/AUGUST 2025 Technology in the fast lane Repairify international MD Phil Peace answers some key questions about what the rapidly-evolving ADAS market means for workshops Q. What are the latest advancements in ADAS technology? A. While ADAS technology is constantly evolving, there are several advancements that are currently sitting front and centre. The first is the integration of Vehicle-toEverything communication. This enables real-time data exchange between vehicles, infrastructure, and pedestrians, and is a full circle communication. The second is secure gateways. As vehicles become more connected, there is a goldmine of data within vehicles that are behind secure gateways. Manufacturers are implementing robust cybersecurity regimes to protect against hacking and unauthorised access. The final advancement comes in the form of sensor fusion. Currently, modern ADAS solutions use a combination of sensors such as cameras and lidar (laser light tech). In 2025 we are seeing these systems being integrated to enhance accuracy, reliability, and adaptability in adverse driving conditions. Q. What innovations are driving cost reduction in ADAS hardware? A. The biggest driver of cost reduction is competition, and there are numerous organisations providing extremely good ADAS products and services. Q. What are the latest trends in overthe-air (OTA) updates for ADAS? A. Trends include access to security gateways, new protocols which require OE tools, and new diagnostic equipment with faster processors, which enable work to be completed more quickly. Q. Where do you see the market heading? A. ADAS continues to grow as a proportion of the car parc, so bodyshops will need solutions to calibrate vehicles. However, in terms of OTA, we are also seeing increased programming work. We anticipate this will continue for a couple of reasons: bodyshops do not have enough trained staff for ADAS and, due to vehicle complexity, staff are often not trained for some electrical work required. As a result, OTA is really important as part of a bodyshop’s toolkit. Changes in European legislation are due later in the year. It will be interesting to see how this is adopted in the UK. We anticipate the introduction of SERMI later this year too, which will also have an impact. The big change over the next few years will be the technical changes and the way we communicate with the vehicle. Q. What are the emerging trends in dynamic vs static ADAS calibration? A. Both have their place. I’m not sure how true it is, but there are various established voices that question where the liability sits and if dynamic is not more prevalent due to the liability. If the system fails and is dynamically calibrated, does the liability lie with the manufacturer? I don’t know, but it is suggested that this is why there aren’t more vehicles being dynamically calibrated. Either way, the job should be done properly. Q. What training is being developed to help technicians calibrate ADAS systems? A. IMI-run training programmes have been developed to ensure technicians have the necessary knowledge and skills to conduct ADAS repairs safely, efficiently, and in full compliance with industry standards. Q. What is changing in legislation and how will that impact repairers? A. One of the major changes is the introduction of SERMI. This follows legislation approved by the EU parliament which requires vehicle manufacturers to provide unrestricted and standardised access to repair and maintenance information to independent operators and remote service suppliers. In layman’s terms, repairers will need SERMI certification to undertake certain actions or access certain manufacturer information.
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