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The Columbia University Libraries reserve the right to refuse to accept a copying order if, in its judgement, fulfillment of the order would involve violation of the copyright law. Author: Jones, Charles Landon Title: Service station management Place: New York Date: 1922 MASTER NEGATIVE # COLUMBIA UNIVERSITY LIBRARIES PRESERVATION DIVISION BIBLIOGRAPHIC MICROFORM TARGET ORIGINAL MATERIAL AS FILMED - EXISTING BIBLIOGRAPHIC RECORD Buslneof D318 J71 Jones, Charles Landon, 187^ Service station management, its principles and practice, covering service merchandising methods, shop arrangement and management, stock room systems and stock record sys- tems, by Charles L. Jones ... New York, D. Van Nostrand company, 1922. y, 171 p. front., illus. (incl. plans, forms) diagrs. 23i"». $2.00 1. Automobile Industry and trade— U. S. 2. Garages. I. Title. Library of Congress ^^^ TL153.J7 22—7089 Copyright A 659205 ^^ [32m2| RESTRICTIONS ON USE: TECHNICAL MICROFORM DATA FILM SIZE: . ?b mrY> REDUCTION RATIO: l^>^ IMAGE PLACEMENT: lA ® IB IIB DATE FILMED: . a-i-^^ TRACKING # : INITIALS: W-W tY)5H 03SSI FILMED BY PRESERVATION RESOURCES. BETHLEHEM, PA. (Jl 3 3 Q) O > CD CO o -X- ■D ^ ^£ »— »— I en CT>X ^-< OOM o ^% CJl 3 > CD 0,0 o m ^ o o < —I N X Nl ^^ .<^/ '* t o 3 3 <^' > Ui ^^, ^e, ^* ^*;j»v o o 3 3 K3 O EPPI1|5P|?R|5|? FC io i^ I »° i^ lill^ ilg o 00 b IO io ro 1.0 mm 1.5 mm 2.0 mm ABCDEFGHIJKLMNOPQRSTUVWXYZ abcde(ghi|klmnopqrstu«wxyi 1234567890 ABCDEFGHIJKLMNOPQRSTUVWXYZ abcdefghijklmnopqrstuvwxyzl234567890 ABCDEFGHIJKLMNOPQRSTUVWXYZ abcdefghijklmnopqrstuvwxyz 1234567890 ABCDEFGHIJKLMNOPQRSTUVWXYZ abcdefghijklmnopqrstuvwxyz 2.5 mm 1234567890 t'k S <' & V ^gr fo fp /5^ ■^. '^. ^^%. C^ c^ ^< m o -o m "o > C CO X 13 ^ 0(/) ; m 39 o m '' *-fr ■*A. /^r^. '<. ^ ^ 3 3 * o 3 I 01 S 3i o IT "4 8 Columbia ©nttimitp inttifCtlpofBrtDgdrk THE LIBRARIES GRADUATE SCHOOL OF BUSINESS LIBRARY Jl II PROFITABLE SERVICE. On April 4, 1919, the proprietor of this little shop was granted a service contract. In a little over one year, the old blacksmith shop proved entirely inadequate for the rapidly increasing service business and the splendid Service Station shown in the lower picture was erected. This Service Station was made possible entirely from the profits of service. This was accomplished by going after the business, courteous treatment of customers, and performing such satisfactory work, that whenever a customer was secured, his business was retained. What this man has accomplished, any ambitious man with a desire to succeed, can do. s*- i (I I SERVICE STATION MANAGEMENT ITS PRFNCIPLES AND PRACTICE COVERING SERVICE MERCHANDISING METHODS, SHOP ARRANGEMENT AND MANAGEMENT, STOCK ROOM SYSTEMS AND STOCK RECORD SYSTEMS BY CHARLES L. JONES Formerly Editor Ford Service Btdletin. Nine Years with . Ford Motor Company ^ Service Department ILLUSTRATED NEW YORK D. VAN NOSTRAND COMPANY Eight Warren Street 1922 INTENTIONAL SECOND EXPOSURE PROFITABLE SERVICE. On April 4, 1919, the proprietor of this httle shop was granted a service contract. In a little over one year, the old blacksmith shop proved entirely inadequate for the rapidly incretising service business and the splendid Service Station shown in the lower picture was erected. This Service Station was made possible entirely from the profits of service. This was accomphshed by going after the business, courteous treatment of customers, and performing such satisfactory work, that whenever a customer was secured, his business was retained. What this man has accomplished, any ambitious man with a desire to succeed, can do. ■,!|1>— - k ) SEEVICE STATION MANAGEMENT ITS PRFNCIPLES AND PRACTK^E COVERING SERVICE MERCHANDISING METHODS, SHOP ARRANGEMENT AND MANAGEMENT, STOCK ROOM SYSTEMS AND STOCK RECORD SYSTEMS BY CHARLES L. JONES Formerly Editor Ford Service Bulletin. Nine Years ivith Ford Motor Company ^ Service Department ILLUSTRATED NEW YORK D. VAN NOSTRAND COMPANY Eight Warren Street 1922 Copyright 1922, by D. Van Nostband Company 1)31 g PRINTED IN THE UNITED STATES OP AMERICA :!f I 0(5 C7) CO \ PREFACE. This book has been prepared with three definite ideas in mind. 1. To assist the man just entering the automobile field in planning and equipping his Service Station, securing and retaining his customers and conducting his service on an efficient and profitable basis. 2. To assist the automobile dealers and Service Stations in ex- tending their service and operating their Service Stations on a more efficient basis, with increased profits. 3. To serve as a guide to the Chief Clerk, Superintendent, Service Manager, Shop Foreman, and Stock-man, and, in fact, any member of the service organization in solving their service problems. The practices and methods suggested have been tried and proved of merit by the most progressive and successful automobile dealers and Service Stations — successful in that they have not only developed their service so that it is a revenue-producing branch of their business, but have also succeeded in satisfying and retaining their customers. Nearly one half of all the automobiles in the world are Fords: in the United States and Canada, a little better than half. More than one third of all the tractors are Fordsons. It natu- rally follows that over 50 per cent, of all the Service Stations are either handling exclusively or specializing in Ford service. In order to be of assistance to the great majority of those in- terested in service, a portion of this book applies directly to Ford Service Stations, although the underlying principles may be used by dealers and Service Stations handling or specializing in service on other makes of cars. Full credit is given the automobile dealers and Service Stations who have assisted in the preparation of this book, by their valuable suggestions. Special credit is due Horst & Streiter Company, Rock Island, Illinois; Price Auto Company, Wichita, Kansas; Universal Motor Company, Richmond, Virginia; and the McMillan Motors Corporation, Yonkers, New York. Charles L. Jones. 111 I CONTENTS. CHAPTER PAGE I. Service i II. Selling Service 14 III. Labor Charges 58 IV. Service Organization 73 V. Service Station Layouts 78 VI. Service Station Equipment 90 VII. Shop Management 124 VIII. The Stock Room 151 IX. Handling Claims for Parts Short or Damaged IN Shipments 165 X. Handling Defective or Worn Parts 169 CHAPTER I. SERVICE. Service Defined. There is no word in the English language so much abused — particularly as it is used in the automobile trade — as the word "Service"; and there is no word in the English language which means more to the purchaser of an automobile when used properly in it's attitude toward the eflSciency of the car. It has generally been the case that the word "Service" as understood by auto- mobile dealers is simply a magnet to use in advertising, and more or less elastic when put to the test by the purchaser of a car. In other words, an automobile dealer may render invaluable service to a customer or he may make only a pretense, — a sort of false effort. Service is the performance of labor for the benefit of another. Automobile dealers are dispensing this service — performing this labor for the benefit of another. The purchaser of an automobile expects to receive service as part of the purchase price, just as much as he expects to receive the car. This service which the purchaser is to receive may be divided into two classes; first, gratis service, and second, the service which he purchases. As a general rule the manufacturers' warranty under which cars are sold extends only to the replacement of parts defective in material or workmanship, when the work is performed in the dealer^ s shop. It does not extend to the necessary labor required in connection with the replacement of these parts. As one of the obligations of the dealer's contract with the manufacturer, and in order that the manufacturer may carry out its service policy, the dealer is generally required to perform a certain amount of gratis labor. Gratis Service. The amount of gratis labor is one of the most perplexing questions which the dealer has to decide. Some dealers consider that the expense to which they are put in rendering free service is 1 ' i 2 SERVICE STATION MANAGEMENT. more than made up in increased sales. The amount of free service which a dealer performs, is something that he must decide for himself, taking into consideration all local conditions. As a guide in assisting dealers to determine the extent to which they should go in performing gratis labor, the following suggestions are made: 1. Within thirty days, no labor charge should be made for grinding valves, cleaning carbon or replacing transmission bands when necessary. A new owner should not be put to any expense in connection with these items within thirty days after delivery of a new car. 2. Within thirty days no charge should be made for the labor necessary in replacing parts actually defective in material or workmanship. 3. Within three months' service, no charge should be made for minor adjustments or tuneups requiring less than thirty minutes' time. This item should be performed by the dealer for any owner for the benefit of the service as a whole, regardless of the dealer from whom the car was purchased. 4. Whenever a car is driven into a Service Station for repairs it should not be allowed to leave until the front wheels are tested for alignment. Misalignment of wheels increases wear on tires and renders steering difficult, and a few minutes spent in testing and adjusting the front wheels will reduce tire expense, and improve the running qualities of the car. (See chapter on equip- ment for front wheel gauge.) Eequisites of Service. It is not to be expected that the dealer will maintain a service organization for the purpose of taking care of his customers' cars without fair remuneration, and service ^ as it is understood in the automobile trade, and which means far more to the purchaser of an automobile than any free service which the dealer may render, consists of the following: 1. Ca rrying a sufficient stoc k of parts to meet the demands of customers so that there will be no delay, siiould it be necessary to install new parts. 2. Maintaining a competent st aff of workmen to make efficient repairs on a customer's car. SERVICE. 3 3. IV^aintaining a shop equipped wi th the proper machinery, tools, etc., so that satisfactory work can be turned out in the shortest possible time. Service Should Start Before Car Is Delivered. A car should never be delivered to the purchaser until it has been thoroughly gone over and alljparts properly adjusted, in o N2 400 VAN SYCKLE GARAGE COMPANY Chech, Test, Delivery and Inspection Tag Owner Date Delivered. Model No. TKST P«dals Emergency Horn Lights Carbnrctor Motor Transmission Rear Steering Front Wheels Ailigoed. ... Grease in Rear Hub Caps and Cups Battery ..... Starter „ _.... Seiterator CHECK. .. Lamps .. Horn .. Tools .. Curtains .. Top Dust Cover.. .. Lenses .. Mirror .. License Holders . .. Front Mat Tonncau Mat .... .. Switch Key .. Oil Ga« .. Water Manual Foreman's O. K Date Received the above car and equipment in good order Owner , , Car given final inspection and delivered to me in satii factory condition Date. Owner. Fig. 1. f 4 SERVICE STATION MANAGEMENT. fact the car placed in first-class running order. Dealers should not allow a new car to leave their shop until the purchaser signs a receipt showing that he has received the car in good order with regular equipment. In Fig. 1 is shown a sample of a tag used for this purpose. This tag is attached to the steering wheel, where it will be seen by the purchaser. The use of this tag has resulted in reduc- ing gratis repairs to the minimum. Furthermore, it has resulted in more satisfied customers, as there is nothing which makes a customer more dissatisfied than to have something go wrong, thereby necessitating a call to the Service Station soon after the car has been delivered, or to find that some tools, curtains, or other equipment are missing the first time he wants to use them. Checking items on the card not only insures the purchaser that the car has all equipment and is ready for service, but also re- assures the dealer that all cars leaving his salesroom floor are in good condition, with all regular equipment. Fig. 2 shows a New Car Check In and Delivery ticket. This ticket serves three purposes: first, as a check on the manu- facturer, that the car is received with all regular equipment; second, as a check on the dealer, that it is delivered to the cus- tomer with all regular equipment; and third, as a check for the customer, that the car is delivered to him in good running order, complete, with all regular equipment and accessories. When a new car is received from the factory, this dealer checks the regular equipment of the car and makes a note of any shortages. The perforated section is then torn off and sent to the office and becomes an office record, that the car is in the building. The tools and equipment are then removed from the car and placed in the new car stock room. When the sales department notifies the service department that the car is sold, a tester takes the car in charge, and checks all mechanical units as listed on the left-hand side of the ticket. If any accessories are to be installed, the car is delivered to the accessory installation depart- ment, and as the workman installs the accessories he puts a cross mark against each accessory listed on the back of the card. The car is then put on the delivery floor and when the customer calls for it the tools are brought out and checked off to the customer, the service man using the equipment check out tag SERVICE. / t MCMILLAN (_) MOTORS CORPORATION NEW CAR CHECK IN AND DELIVERY TICKET Oitcllec'a DUcDcN. TEST EQUIPMENT amx CAuroLLT PcdaU Emergency Horn LighU Carburetor Motor Tranimistion Rear Axle Steering Front & Rear Wheel* Batury Starter Cetera tor Horn Curtaina Front Mat Tonneaa Mat Switch Kaya Oil Gaa Jack Plyen Monkey Wrench Hob Wrench End Wrench Spark Plug Wrench Oil Can Tire Repair Kit Screw Driver Pump Keya Remarks. Equipment Checked by. Tested by NEW CAR CHECK IN TAG Model Motor No. ^. D«t* Rec'd , Make of Tii«a Checked In by ....*. ^....,. Assigned to ^..... ,_ Remarka - ^'c«" ^«;j'J„TT'.SrT«ar»..»e'.SKfS5»,^ «co«NT«« o.,^ Front side. O > MCMILLAN .*• ■1 MOTORS CORPORATION ACCESSOKY INSPEenON TICKET iBMftettihf g*^ mavccTo* a>u«r (i*»nc cucniur ucm aecceaaar. mMi mil* imgc raotnecD wncH acecueur mu nta wmortmvr lavrauco X X Wire Wheela Spar* Tire, Mouatcd Disk Wheels Dash Light Demountoble Wheels Mirror Shock Absorbers Dome Light Snubben Door Lock Bumper License Bracket Lens Tool Box Tire Carrier WindshieM Cleaner Steering Wheel Pedal Pads Column Lock Cut Out Motor Meter Running Board Brace Speedometer Radiator SheU Horn, Electric Spot Light Horn, Hand Running Board ' Remarks McMillan Motors Corporation: G«ntl«rnen:-I hereby acknowledge receipt in good order of the Ford Car with Standard Equipment as listed on elSS^^e' '!>'•»«. •ad alao the Special Equipment ■CBMonMrStsaBm) • Reverse side. Fig. 2. i 6 SERVICE STATION MANAGEMENT. for this purpose. Then the card is turned over and the acces- sories checked off to the customer; after he has been satisfied that the tool equipment, mechanical equipment and accessories are complete he signs the tag. The tag is then delivered to the office, where it is filed. This method has saved many come- backs for shortage of equipment and tools. It has also given the dealer an immediate check on the manufacturer for any possible shortage. Customers Should Be Taught Operation op Car. It is the dealer's duty to instruct a purchaser in the care and operation of his car. Some dealers maintain cars for the express purpose of teaching new owners to drive. They consider that a new owner will learn the operation of the car much quicker by using one of their cars than by using the car which he has purchased, as he is not constantly worried about damaging it. Leave This Tag On Your Car for 500 Miles ! The care you take of this new car will set the future value of it Do not drive over 15 to 20 miles per hour for the first 500 miles at'^H ttmZ''''" A r rn ""^ "^""^r ^^ ^^^ ^»' "^ ^« '^"^ P^^P^^ level at all tunes. Also fill up and screw down all grease cups. See that your ammeter shows a charge at all times. Call at a battery service station and have your battery tested and flushed. See that all nuts and bolts are kept tight. VeA^^'i^a^ ^"^ trouble call at our garage for consultation. Serie with uT"" ^'" **"' ^"* "^ ^^'"^^ "-^^ ^°" ^»>^"'^ -^- THE BRYANT AUTOMOBILE COMPANY CFiMTPA, ,c,.«r ^"^^'"^'^'^ ''*"'<' ^f^ "nd Service Station ^^^^^-^^1±^L. 3191 WEST 25.h S.. HARVARD 3040 Fig. 3. Fig. 3 is a facsimile of a sticker which dealers should paste on the windshield of all new cars before delivery, calling the owner's attention to the importance of following instructions. Truck Service. The principles and practices of automobile service apply to the truck. The truck, however, is a machine of utility, and SERVICE. Service Stations should aim to keep it in service, as the loss of a few hours may mean a loss of profit to the owner. In order to reduce to the minimum the time required for repairs, some Service Stations carry on hand service units, to replace similar units requiring repairs. For example if a truck comes into the Service Station for radiator repairs, the radiator is removed and a service radiator installed. If the rear axle requires repairs, a service rear axle is installed, etc. For the use of these units the owner is charged a daily rental; also the regular charge for the repairs required and removing and installing the service units. Other dealers have reported very satisfactory results by re- placing the units requiring repairs with used or repaired units on an exchange basis sufficient to cover the cost of repairs to the unit removed from the car. For example: a carburetor could be exchanged at, say, $2.00, which would probably cover the expense of repairing the one removed from the car, and this carburetor in turn repaired and used for future replacements. The latter policy is probably more advantageous to the owner, as it saves the necessity of returning to the Service Station to have the loaned parts removed and the repaired ones installed. It has not been found practicable, as a general rule, for Service Stations to carry service motors for exchange purposes. In the first place the expense involved in making the double exchange, which must be borne by the customer, makes the proposition less attractive than in the case of units where the cost of removing and installing is less. Furthermore, the service motor may be a particularly snappy one, or the customer may imagine that it is better than his own motor, and in such cases he will invariably demand that the service motor be left in the truck, or will delay, on one pretext or another, to drive into the Service Station for the exchange. Tractor Service. The tractor, like the truck, is a utilitarian machine. It naturally follows that service on the tractor must be more prompt and efficient than on the automobile. Dealers should realize that the loss of a few days, and at times even a day, to a farmer, may mean a difference between a good and an indifferent crop, or possibly no crop at all. The tractor can be likened to 2 8 SERVICE STATION MANAGEMENT. one of the production machines in a great factory. If the machine breaks down, production stops and profits cease until repairs are made. Many farmers are now depending almost entirely on their tractors for the production of their crops, and the time will no doubt come when they will all adopt power farming. The proximity of that day depends in a large measure upon the class of service rendered by the tractor dealers. Preparing the Tractor for Delivery. The owner of a new car is always cautioned not to drive above 15 to 25 miles per hour, and maintain an oil level above normal during the first 500 miles that the car is operated. By doing this the different parts gradually find themselves and a more satis- factory operating car is the result. The same general rule applies to the tractor. A great deal of difficulty may be avoided in tractor operation by using care in breaking in a new machine. This responsibility rests largely with the dealer and it will pay him to make a thorough study of it in order to reduce the service cost later. In view of this fact, it is advisable for dealers to allow the engine to run idly at from 600 to 800 r.p.m. for possibly three or four hours before delivering the tractor to the purchaser. The extra expense incurred by this operation is more than offset later on by a reduction in the number of service calls. Instructions to New Tractor Owners. When delivering a tractor the dealer should call the owner's particular attention to the following points in the operation and care of the machine; a close adherence to these rules, on the part of the operator, will prolong the life of the tractor, saving both time and money: 1. The importance of correct lubrication cannot be too strongly impressed on tractor drivers. The proper grades of oil must be used in the motor and transmission. Motor oil must never be used in the transmission. The proper oil level must be main- tained at all times. Do not forget that lubricating oil wears out and gets dirty and should be replaced frequently. Clean oil will protect the motor bearings and cut down spark plug trouble. 2. It is very important that the air washer be properly filled SERVICE. with water at all times. If due precaution is used in filling and cleaning the air washer at frequent intervals, not only will the life of the motor be lengthened, but its power increased. 3. The drawbar cap is provided for your convenience in hitch- ing. Always hitch to this drawbar cap. Do not hitch a chain or rope around the rear axle housing under any circumstances. When pulling a heavy load, or in case the tractor becomes mired, be sure to keep your foot on the clutch pedal. Do not race the motor or let the clutch in suddenly, as this might lift the front end of the tractor off the ground. Should this happen, release the clutch immediately. This will bring the front wheels back to the ground at once. If the tractor should become mired, always pull out in low gear. 4. One of the worst abuses that can be given a tractor is by racing the motor. Drivers must avoid this at all times. The proper speed to run the motor is 1,000 r.p.m. This will give the tractor the correct working speeds. When the motor is idling cut the speed down as low as possible and retard the spark; when starting do not speed the motor to heat up the vaporizer quickly. This is destructive to the tractor and will not accom- plish the purpose. 5. Do not attempt to engage or disengage gears until clutch pedal has been pushed down all the way, nor while the tractor is in motion. When changing the gears, if the clutch is not entirely disengaged, the teeth on the gears will not mesh readily and there is danger of breaking off the edges of the teeth; so that in time they will not remain in mesh. Always close the throttle to slow-down motor when shifting gear. 6. Do not run the tractor downhill with the gears in neutral or with the clutch released. Engage the gears either in low or intermediate speed, and use the throttle to govern the speed of the motor. In low gear for every revolution made by the rear wheels, the motor must turn 85 times, which acts as an effective brake. 7. If the motor develops a knock, it is important that the cause be investigated at once and corrected. If not corrected it be- comes more pronounced, thereby causing lack of power, and tends to shorten the life of the motor. Never attempt to continue work with the tractor when the motor fires only in two or three 10 SERVICE STATION MANAGEMENT. cylinders. Besides losing power and wasting fuel, it causes raw kerosene to get into the crankcase, thinning the lubricating oil. When Service on the Tractor Should Start. The dealer should not only carefully prepare the tractor for delivery and thoroughly instruct the new owner, as outlined above, but should send a competent tractor man to the field, with the tractor, with instructions not to leave until the farmer has been fully instructed, not only in the operation of the tractor, but in the making of minor adjustments, proper lubrication and care of the air-washer. For the first month or six weeks after the tractor is sold, the tractor service man should call on the owner every week, making such minor adjustments to the tractor as are necessary to keep it in first-class running order, and to see that the farmer understands just how to lubricate, care for the air-washer, etc. The tractor is a heavy duty machine, and the owner should be advised of the importance of keeping the bearings tight and all parts in proper adjustment, in order to get the highest degree of satisfaction from the machine; also to prevent damage. Tractor dealers should bear in mind that the best service call is the one that is made before repairs or adjust- ments are necessary. All such calls should be considered not merely service calls, but sales opportunities. The service that the dealer renders will determine whether or not the next tractor pm^chased by that farmer will be of the same kind as the one just sold to him. Furthermore, the service rendered by the dealer will determine whether or not neighboring farmers will purchase that make of tractor. Requisites op Tractor Service. The Service Station should carry a stock of repair parts suflBi- cient to take care of the requirements in its particular locality. Although there may be only two or three tractors in the territory, yet if the Service Station does not have in stock the repair parts when required, the chances of selling more tractors are lessened. The following is an actual example: A tractor owner called upon a local dealer for a repair part and was advised that he did not have it in stock, but would order it from the factory. In the course of a week or ten days the farmer received a formal ac- SERVICE. 11 knowledgment from the factory, stating that his order had been received and would be filled in due course. This happened during the plowing season and the farmer was deprived of the use of his tractor when it was most needed. This farmer vowed that he would never purchase another tractor of this make, or a tractor of any make from this dealer. The dealer should have competent mechanics to repair the tractors when necessary and should also be equipped with tools, machines, jigs, fixtures, etc., to make any repairs that may be required. Much of the tractor repairing will be performed in the farmer's field and the dealer should have a service car or truck equipped with an arbor press, rest plates, etc., so that he can remove and install any bearings, gears, etc., in the field. Every man in the dealers' service organization should not only understand the care and operation of the tractor, but also the care and adjustment of the implements used with it. A tractor dealer recently made a miserable failure of a demonstration held at a prospect's farm. It naturally followed that the farmer did not purchase the tractor. A road man from the home office of this tractor manufacturer shortly afterward made this town and learned of the dealer's failure. He immediately got in touch with both dealer and farmer and after much persuasion, succeeded in obtaining the farmer's consent to hold another demonstration. The tractor used in the previous demonstration was taken to the farm, but before starting the demonstration, the plows were carefully gone over and adjusted. The demon- stration was a complete success and not only the prospect on whose farm the demonstration was held purchased a tractor, but the neighboring farmer also bought one. The failure of the first demonstration was due not to the tractor but to the improper adjustment of the plow. This plainly shows the importance of the service men understanding, not only the operation and adjustment of the tractor, but also the adjustment and operation of the implements which go with it. Opportunities of Profit from Tractor Service. The tractor is today in the same stage of development that the automobile was ten or fifteen years ago. In those days 12 SERVICE STATION MANAGEMENT. dealers often threatened to give up their contracts, and some- times did give them up, due to the free service that they were obliged to give. The dealers that rendered this service and assisted in the development of the automobile, have made splendid progress. The same will be true of the tractor. The gratis service that is required on the tractor is not nearly as much as was required on the automobile in the same stage of development, and the dealers and Service Stations that assist the manufacturer in rendering service on the tractor now, will find that as time goes on their profits on the tractor service will be equal to and perhaps greater than the profits from automo- bile service. Battery Service. Although automobile dealers and Service Stations do not as a general rule handle battery service, still they should cooperate with the battery manufacturers in rendering service to owners. Before delivering a car, or truck, equipped with a starting and lighting system to the owner, the Service Station should make sure, 1. That the battery is firmly secured in place. 2. That the wire connections are tight and clean. 3. That the electrolyte tests to the proper strength. 4. That the solution electrolyte is at the proper level and that the filling plugs are tight. Before allowing the purchasers to drive away, the Service Station should be sure that they are furnished with a manual containing battery instructions, and call their particular attention to the following items relative to the care of the battery: 1. Add nothing but distilled or pure water. Do this often enough to keep the plates covered, and in freezing weather do not add the water until just before using the battery. 2. Keep the filling plugs and connections tight and the top of the battery clean. Wiping the battery with a rag, moistened with ammonia solution, will counteract the effect of any of the solution which may be on the outside of the battery. 3. Have hydrometer readings taken frequently at any time except just after adding water. SERVICE. 13 4. If repairs are necessary, take the battery to a skilled battery service man; do not entrust the battery to inexperienced or unskilled hands. 5. Inform the purchaser where he may find the nearest Service Station rendering service on the particular make of battery. If the station is near at hand, advise him to take the car there at once so that the battery may be tested and its installation further checked. CHAPTER II. SELUNG SERVICE Selling Service Defined. Today we speak of selling service, not giving it. Service can be sold just the same as any other article of merchandise. It naust and should be sold like furniture, groceries, etc., the only difference being that when selling furniture or groceries you offer the customer something that he can see and lay his hands on, whereas in selling service, you do not have anything tangible for him to look at. The problem is to make the customer realize that you have something concrete to sell him. Requisites of Selling Service. J The most important requisites of service, from a selling stand- int, are courtesy and satisfactory workmanship^ The Service Station that has established a reputation in the community for courteous treatment of customers, and the satisfactory handling of all work entrusted to it, will have no trouble in selling service.V Every employe in the dealer's organization should be courteous to customers at all times. Without customers, there would be no business. Therefore, the most important thing is the cus- tomer. If a customer enters a Service Station he is coming to give it his patronage, and is entitled to courteous treatment from every member of the organization. He may be abusive and he may have a seenaingly unreasonable demand, but the employe is not there to change his disposition, he is there to serve him, to fill his wants. Service Stations should turn out such high-class work that customers, when in need of service, would not think of going any place else. In fact, the Service Station should strive to make every customer its service salesman. Some of the most successful Service Stations have given explicit instructions to their em- ployes that no customer is to be allowed to leave their place of business until every reasonable effort is made to satisfy him. 14 SELLING SERVICE. 15 In fact, if the employe is unable to satisfy the customer, a meeting is to be arranged with the manager before allowing him to leave. Possibilities of Profits from Service. Automobile manufacturers have been turning out cars during the past two years in such astounding numbers that the demand for service has far exceeded the supply. The cry of automobile owners is "Service," "Where can we get Service?" (The possi- bilities of increasing the profits from service are limited only by the ability of the Service Station to secure and retain its cus- tomers, by satisfactorily handling their business.) If a customer's repair business is retained through a period of five years, the net profit on this business will amount to approximately as much as the profit on the sale of a new car. It is obvious then, that the loss of a customer means the loss of profit equal to the profit on the sale of a car .J A dealer's gross profit on the sale of parts alone amounts to nearly one third of his gross profits on car sales. With an annual production of more than 1,000,000 cars and 200,000 tractors, the Ford service business alone will increase to wonderful proportions within the next few years. For the purpose of this chapter, Selling Service will be divided into, first, the sale of parts, and, second, the sale of repair labor. Only Genuine Parts Should be Handled. The dealer and Service Station should handle only genuine parts. The success of any merchant depends largely upon the reputation he establishes for fair and honest dealing. (There is nothing that will undermine his standing more quickly than the substitution of imitation goods in place of the genuine article/ The automobile dealer who destroys the confidence of his cus- tomers, by seUing "pirate" parts, is foUowing a policy which is bound to result in the loss of trade. Possibly some Service Stations do not realize that they are doing their customers a positive injury in substituting "pirate" parts, as they do not appreciate the difference in the serviceability of forgings made of vanadium alloy steel as compared with the ordinary untreated steel or between malleable iron castings and those made of com- mon gray iron. The engineering departments of the automobile 16 SERVICE STATION MANAGEMENT. manufacturers have made an exhaustive study of the relative strength and fitness of all materials entering into the construc- tion of their cars. Is it reasonable to believe that anything just as good can be sold for less money? The inferiority of some repair parts that are being offered at low prices may be understood when it is known that certain jobbing houses are buying up faulty material that has been rejected by automobile manufacturers. It is a fact that manufacturers who make a practice of selling this low-grade material to jobbing houses are unwilling to have it bear their trade mark, or let it be known that they are engaged in selling goods of questionable value. The possible loss of a good customer for the sake of a few cents extra profit, which might have been gained by deception, is a risk that no good business man can afford to take. The success of an automobile dealer, or Service Station, in any locality, de- pends upon maintaining the reputation of the car as a reliable product. If a breakdown or serious accident occurs as a result of the substitution of a vital part, it is a reflection on the car. The public condemns the car as unreliable, not the manufac- turer of the inferior part. For the protection of future busi- ness, the dealer should take every opportunity to educate the car owner to insist upon genuine parts, not only as a matter of serviceability, but personal safety. Dealers should not hesitate to advertise the fact that they are using genuine parts, so that theur position may be thoroughly understood by the public. Genuine repair parts are made simultaneously with factory pro- duction, and it is the volume of parts produced which makes such low prices possible. Genuine parts are sold at as low a price as the cost of material and labor will permit. It is impos- sible for outside manufacturing concerns with only a limited production to sell repair parts of the same quality at as low a price as genuine parts are sold. If imitation parts are offered at a lower price, it is for the reason that the material and work- manship is not equal to that put into the genuine parts. The following convincing examples may be used by Ford parts salesmen to prove that imitation parts are not equal to genuine Ford parts should they be confronted with the statement that certain "pirate" parts are cheaper. SELLING SERVICE. 17 The Axle Shaft. Genxiine Ford Asle Shaft. Compositioii Chrome vanadium steel. Tensile strength 170,000 lbs. per sq. in. Elastic limit 160,000 lbs. per sq. in. Reduction of area 55 per cent. Hardness 320 Difference in the market price of vanadium and carbon Cost of heat-treating vanadium steel Extra cost in machining vanadium steel Counterfeit Axle Shaft. Carbon steel. 45,000 lbs. per sq. in. 40,000 lbs. per sq. in. 50 per cent. 100 steel .... 7 c. per lb. 2 c. " Ic. " Total 10 c. per lb. The weight of an axle shaft is eight pounds, making the total cost of a genuine Ford axle shaft 80 c. more than a counterfeit shaft. Furthermore, tests have proved that the average life of a vanadium shaft is three times that of a carbon steel shaft. The Spindle Arm. The tensile strength of the genuine vanadium steel spindle arm is over 100 per cent, more than that of the counterfeit machine steel part. Two arms were submitted to shock and the counter- feit arm broke as shown in Fig. 4, A, at a pulling force equivalent to 11,425 pounds applied to a cross section. The same pulling force applied to a corresponding cross section of a genuine Ford epindle arm did not even change its original size nor shape. Fig. 4, B. In order to separate the genuine spindle arm it was Fig. 4. necessary to apply a pulling force of 25,000 pounds. The spindle arm is one of the vital parts entering into the control of a car, and by using spurious parts in such places, Ford owners are risking lives and property. 18 SERVICE STATION MANAGEMENT. Cdl Unit Vibrator. Genuine Ford vibrators are of Annitage Plate Spring Steel, heat-treated to bring out the resiliency and tension required for the work they perform. The grain in the metal runs lengthwise of the vibrator, thus increasing its resiliency and practically doing away with breakage from crystallization. Genuine vibrators are equipped with high-grade tungsten points assembled by a special process so that they are not damaged in this operation. Counterfeit vibrators are generally of a very inferior grade of spring steel. These vibrators are liable to break from crystalliza- tion due to the poor material, also the fact that the grain in the metal invariably runs crossways. Most of these vibrators are equipped with a poor quality tungsten point assembled by riveting. This process detracts from the life and efl&ciency of the point. A vibrator of proper resiliency and tension equipped with a high-grade tungsten point is necessary for a smooth-running motor. Vibrators made of an inferior grade of spring steel, equipped with a poor quality tungsten point, will not only permanently injure the unit, but will also cause a weak, irregular spark, hence uneven running of the motor. The Drive Shaft PLnion. The drive shaft pinion is one of the most vital parts in the Ford car. The heavy service required of this small pinion necessitates greater care in its manufacture than any other part of the car. Ford drive shaft pinions are made of vanadium steel forging? which are specially heat-treated to give them the necessary tensile strength and toughness. A comparative analysis was recently made of a genuine and an imitation pinion. By applying the pressure test, viz. : driving a wedge through the bore of the pinion, the imitation pinion broke at 22,000 pounds, while 50,000 pounds pressiu-e was re- quired to break the genuine pinion. This test shows that vanadium alloy pinions have more than twice the strength of imitation pinions, which are usually machined from carbon steel bars. SELLING SERVICE. 19 Furthermore, particular care must be exercised in the process of machining to make the pinion roll properly with the large drive gear. The matter of properly case-hardening the teeth of the pinion to withstand constant wear is equally important. What is true of a drive shaft pinion as to comparative tensile strength, serviceability, etc., applies in a relative degree to the other rear axle gears. Any accessory house that sells cheap imitation gears, and any repair shop that installs them for the sake of making a little extra profit, is doing Ford owners a grave injustice. Misleading practice of this kind is a serious reflection on the honesty and character of the concern engaged in such business. The Connecting Rod. Genuine connecting rods are made from vanadium steel forgings, with bearings of high pressure babbitt containing not less than 85 per cent. tin. This high quality babbitt, together with our special casting method, imparts to the bearing a Brinnell hardness of 30, capable of withstanding heavy wear. Imitation connecting rods are generally made from carbon steel forgings, which are inadequate to bear the constant side stresses imposed on a connecting rod. The result is a bent rod and a knock in the motor. The bearings are usually of hardened lead babbitt with a Brinnell hardness of only 20, which is not sufficient for a bearing subject to heavy service. It is also a fact that some of the manufacturers of imitation connecting rods use refuse babbitt obtained from scrap dealers who purchase this material from our factory or branches. Connecting rods of this type are absolutely unfit for service in the Model T motor. Spindle Cones. Analysis of some spurious cones showed that they were made of common machine steel, hardened by the cyanide process. As machine steel is a soft grade of steel, and cyaniding hardens only to a slight depth, these cones present a thin crust on the outer surface with a soft interior, rendering them entirely inadequate to withstand the rolling effect of the ball bearings in the Model T car. H 20 SERVICE STATION MANAGEMENT. Genuine Ford cones are turned from tool steel forgings, hardened and drawn after they have been machined. Tool steel contains less impurities than machine steel and consequently has greater tenacity. In addition, the tool steel is hammered, or forged, increasing its density, making it impervious to ordinary use. Hardening these forgings is a deUcate operation, requiring the utmost vigil, as a slight rise in temperature will "burn" them and a "fall" will fail to give the proper hardness. To insure the desired heat being maintained, the temperature is continually watched by means of an instrument board, and the slightest deviation is instantly reported to the furnace operator by means of a system of lights. Equal care must be exercised in quenching to prevent distortion. After the hardening, any strain in the metal is relieved by "drawing" the cones in hot oil. Fig. 5 shows a genuine Ford cone, marked with the Ford script. Fig. 5. The Spring. Gentiine Ford Spring. Imitation Spring. Composition Chrome vanadium steel. Carbon steel. Tensile strength per square inch 210,000 pounds. 130,000 poimds. Elastic limit per square inch. .200,000 pounds. 115,000 pounds. Brinnell hardness 415 to 460. 241 to 244. Broke imder Olsen testing ma- chines at 60,000 revolutions. 26,000 revolutions. The various limits on the imitation springs do not conform to the specifications on the genuine Ford springs which were designed for the Model T car. Taking all these facts into con- sideration, it naturally follows that imitation springs will not stand the same amount of wear and tear as genuine Ford springs. Handling of Accessohies. Automobile dealers should not carry any accessories the in- stallation of which changes the design of the car, or converts it into purposes for which it was not intended. One of the SELLING SERVICE. 21 \ responsibilities of the dealer in return for the opportunity given him to reahze a profit on his contract, is to see that all cars in his territory give proper service. This cannot be carried out when parts are installed in the car which change the design adopted by the engineers, or which enable the owners to use the car for purposes other than that for which the car was originally intended. Dealers and Service Stations are doing the manufacturers a positive injustice by investing money in useless accessories simply on account of the large discounts that are allowed. If these accessories are not sold, it means a distinct loss to the dealer, while regular parts are generally returnable, at current prices. Dealers and Service Stations will find that their profits, when carrying an ample stock of such parts, are much larger than when obliged to limit their stock of regular pirts in order to handle accessories. Opportunities of the Stock Clerk. The stock clerk selling parts over the counter is in a position to increase the profits of the business to a great extent, or, on the other hand, he may cause the loss of many sales. Should the supply of a certain part be exhausted, the stock clerk should never let the customer go away with a statement something like this: "We have these parts on order but they haven't reached us." The following is an example of carelessness in this respect: A customer called at a dealer's place of business for a rear spring main leaf, and was told, "Sorry, but we are just out of that part." No effort was made to send to a neighboring dealer for the part, or to dismantle one of the rear springs which the dealer had on hand. A customer should never be allowed to leave without the part he wants, if it is at all possible to obtain it, even to the extent of dismantling a complete assembly. If it is impossible to obtain the part wanted in this manner then a telegram should be sent calling for an express shipment. Indifference of this kind on the part of the stock clerk is a serious reflection on the reputation of the dealer for service. A vast amount of good will may be either gained or lost through either service or the lack of it at the stock counter. The stock clerk should not only be a good salesman, but he should also be a mechanic who thoroughly understands the repair of the car. He should not be satisfied in 22 SERVICE STATION MANAGEMENT. SELLING SERVICE. 23 ii simply handing out the parts that the customer asks for, but he should understand the repair of the car to such an extent that he knows just what parts are necessary when replacing other parts. For instance, if a customer comes in and inquires for a front hub, it should be pointed out that in removing the old hub, the bolts were probably peened over and that new hub bolts and nuts are necessary in that case. If the customer purchases valves, a valve grinder and valve grinding compound should be suggested. The alert stock clerk having a thorough knowledge of the repair of the car can increase the parts sales to a large extent. In addition to the increase in profits by this method, better satisfied customers are the result. The customer who is saved a trip back for a certain part due to the thoughtfulness of the stock salesman becomes a satisfied customer. Selling at Wholesale. In extending service to owners, the garage is serving the dealer, as well as the automobile manufacturer. Therefore, it is impor- tant that an effort be made to assist the garage in doing work that will be satisfactory to ownei's. It is the satisfaction that owners derive from the use of their machines regardless as to who makes the repairs, that means more or less car sales in a dealer's particular territory. For the reason that such a large percentage of owners de- pend upon outside shops, dealers should cooperate with the garages, rather than work against them. The outside shops are entitled to the same consideration from dealers that the dealers receive from the automobile manufacturers. The little garage owner should not be discriminated against. The automobile manufacturers do not, as a general rule, discriminate against any of their dealers. Every dealer, large or small, receives the same discount on the sale of parts, and every order, regardless of its size, is entitled to this discount. Dealers should not refuse to allow discount on an order simply because it is small. In doing so they are simply opening an avenue for the sale of imitation parts. This garage business can be secured by cooperating with outside shops and rendering them proper service. Dealers should carry a stock of parts at all times sufficient to meet the requirements of the garages in their territories. Their parts salesmen should call on the garages regularly just the same as the salesmen from the jobbing houses. In fact, the dealer should render the garages in his territory service superior to that rendered by the jobber of imitation parts. The profits in any wholesale business depend, to a great extent, upon volume. It naturally follows that dealers should educate the garages to buy in quantities, as the cost of handling a quantity of parts is scarcely more than the cost of handling a single item. The dealer should realize that the garage business is just as important to him as his business is to the manufacturer, and his parts salesmen should instruct the garages in ordering parts and handling their service business. Opportunities of Adjusters on the Service Floor. There is no better way to keep owners satisfied than to ad- vise them when their cars are in need of repairs, and sell them the service necessary. The service man on the garage floor, taking in the jobs, should not be satisfied with simply writing up an order for the repairs that the owner asks for. The service man should be capable of looking over the car and suggesting repairs that could be made to advantage, when the car is in the shop. For example: if a customer comes in for a rear axle overhaul, the service man should examine the springs to see if the clips are tight or if the tie bolts are sheared off; if either of these conditions is found, the repairs should be advised. This action on the part of the service man not only increases the profits of the shop but goes a long way toward making satisfied customers. It is very annoying to a customer, when he takes his car from the shop after having certain repairs made, to be obliged to return to the shop in a day or so for some other repairs that could just as well have been made when the car was in the shop. Service men many times have failed to advise their regular customers, when the car was in the garage, that the front wheels needed to be aligned or the hubs adjusted. Failure to do this made it necessary for the customer to install a new hub assembly in one wheel and replace the cones and ball bearings in the other. Had the service man advised the owner that these adjustments were needed, he would have been saved the expense of replacing the parts, also unnecessary wear on tires, etc., and a more satisfied customer would have been the result. The dealer 3 ' 24 SERVICE STATION MANAGEMENT. would not have lost by this method, as the amount expended by the owner for parts could have been expended for adjustments at the proper time, and the profit to the dealer would have been approximately the same. Opportunities of Shop Foreman. When the car goes into the shop for the repairs that have been written up by the service man and the motor has been taken down, or the rear axle assembly removed, the foreman or superintendent should go over the car carefully and, if repairs other than those ordered are needed, he should get in touch with the owner at once, advising him of the repairs that are necessary, and point out the advantage of having the repairs made while the motor or rear axle is down. If the repairs suggested are ordered then increased profits and satisfied customers are the result. Should the owner not think it best to have the repairs made, the dealer is relieved of the responsibility for any trouble which might result, making it necessary for the owner to have the repairs made in a short time. Follow-up Systems. It is estimated that only about 25 per cent, of the purchasers of automobiles become customers of the dealer when in need of service. This is due principally to the lack of a follow-up system on the part of the dealer. All purchasers should be card indexed, and within thirty days after delivery of the car, the dealer should get in touch with the purchaser, to ascertain if his car is giving satisfaction, and advising him that he is in a position to give him first-class service, should he require it. The salesman that sold the car should make this call, and if a personal call is not practicable, then a call should be made by telephone. If conditions are such that neither a personal call nor a call by telephone can be made, then the salesman should communicate with the purchaser by mail. The following is a form of letter that is suitable for this purpose. SELLING SERVICE. 25 Dear Sir: On November 1 you took delivery of a Model "T" car. Not having heard from you, we assume that your car is giving the very best of service. We carry at all times a complete stock of Genuine Repair Parts, also have a complete shop equipment and an efficient corps of workmen for making prompt and satisfactory repairs. Should you be in need of any repairs at any time, we can assure you prompt and satisfactory service. Yours very truly. Inspection Service. A facsimile of an inspection service notice, which one dealer mails to every Ford owner is illustrated in Fig. 6. This card is FREE INSPECTION SERVICE NOTICE Chas. N. Harvey 825-27 Main Street, Zanesville, Ohio So that you may be assured of continuous and uninterrupted service from your Ford Car No we will be prepared to inspect it, without charge to you, at our Service Station on Promptly at o'clock. Service Department Bring This Notice With You Fig. 6. mailed to every purchaser soon after the car is delivered and about every month thereafter. The card is generaUy enclosed with a letter caUing the owner^s attention to the fact that only genuine 26 SERVICE STATION MANAGEMENT. Ford parts should be used in making repairs or replacements, and that owners are assured of getting such parts at his Service Station. This dealer states that from the use of these cards his repair business has increased about 75 per cent, and his parts business over 100 per cent. Furthermore, car owners seem to like the idea of the dealer's taking enough interest in their cars to inspect them gratis, every month or so. Follow-up Repair Customers. Repair customers should be followed up the same as new car purchasers. One dealer writes his customers the following postal card shown in Fig. 7. 44 WE SATISFY" As manager of this Company I wish to uiank voikfor your business. I note from our Service report ofJ^£2jZ>^we completed some repair work on your FORD car andtrust our work satisfied you. If not, I want you to feel free to bring your complaint to me personaUy. We aim to do the best we can at all times but we faU down occasionally and are al- ways willmg to make matters right when possible to do so^ Respectfully, C. & S. MOTOR COMPANY 88th & Commercial Ave. Tel. So. Chicago 2020 Inaiot upon gonuino Ford ports. Fig. 7. One dealer reports wonderful results from the following com- plete follow-up system. Fig. 8 illustrates a Daily Service Report, size of sheet 12 inches horizontally and 11 inches vertically. Every car that is driven into the garage, either for service or repair work, is recorded by the Service Department on this sheet. These sheets are brought to the stenographer's desk each morning, and a permanent record is made on the card Fig. 9. These cards are posted each day from the daily Service Report, and if a new customer drives into the garage, the letter Fig. 10 is mailed him. SELLING SERVICE. 27 00 00 d 28 SERVICE STATION MANAGEMENT. N.M. ^ (^ ^Wri- Aoo..«« jffA ff9>r^t -rf C/ OAT. SBfytiam &kma /JtUi v-^ I r - SELLING SERVICE. 29 Fig. 9. Dear Sir: Your Ford car was in our service station yester- day for repairs. Was the work done promptly and in a satisfactory manner? Being one of our new customers, you should know that we are making every effort to give that much abused word "Service" its real meaning. Therefore we are making a special effort to hold your business with: 1. Up-to-date shop equipment. 2. Skilled Ford mechanics. 3. Genuine Ford parts--not imitation stuff. 4. Carefully standardized labor prices. 5. Shop and service station open 24 hours a day for your convenience and without extra charge. 6. A personal interest in your car which you, as a Ford owner, have a right to expect from an authorized Ford dealer. Please feel free to let us know if, for any cause, we do not measure up to these standards. We appreciate your business, and will always be glad to serve you to the limit of our ability. This gives the new customer a feeling that everyone in the organization is interested in his car. If an owner does not return for service or repair work within 60 days, the letter depicted in Fig. 11 is mailed. Dear Sir: Your Ford car has not been in our service station for some time. We sincerely hope that during that time it has not needed expert attention. If, however, you are taking your work else- where, we would greatly appreciate your telling us frankly wherein our work has not been satis- factory. You realize that only through the criticism of our friends and patrons can we remedy conditions that have escaped our notice. Remember that we are determined to give you the service you have a right to expect from an authorized Ford dealer. The next time your Ford needs attention we trust you will give us the opportunity to prove this. Yours very truly, (Firm Name) Fig. 11. Manager Yours very truly, (Firm Name) Fia. 10. Manager. If no reply is received from this letter a salesman is sent to call on the customer. In order to secure a report on every job leaving his shop, another dealer writes the customer as follows, enclosing a stamp for reply (see Fig. 12) : Dear Sir: As Manager of this Company, I wish to thank you for your business. I note from our yesterday's report that we completed some repair work on your Ford Car, and, if this is not satisfactory, kindly report to me personally. Yours truly. .Company, Pres. & Gen. Mgr. Fig. 12. ao SERVICE STATION MANAGEMENT. Another dealer writes a personal letter to repair customers, Fig. 13. Customers seem to like this style of letter, as it indicates to them that the manager of the company is taking an interest in the proper operation of their car. Dear Sir: Our shop records show that we completed some repair work on your Ford Car yesterday. We are sure that with our well trained organ- ization and complete mechanical equipment of our shops, that this work will he satisfactory to you. However, if you are in any way dissatisfied, I would appreciate your communicating with me personally, and I assure you that your complaint will receive my prompt attention. Yours very truly, -President Pig. 13. SELLING SERVICE. 31 CiRCULAEIZING. Circularizing methods have been adopted by dealers with splendid success. Fig. 14 shows a card 3^ by 6^ inches which has proved a business getter. PALACE INSPECTION SERVICE FOR FORD CARS S2.50 So many of our friends have asked us to inspect their care and they seem to appreciate our doing so so much that we want you to know about this service, too. This service is calculated to relieve you of a lot of worry and un- certainty as to the true condition of your car. It includes (1) A thorough oiling and greasing, including grease and oil, except grease used in transmission and differential and oil in motor. (2) General examination of car and minor adjustments (3) Road test. (4) Jacking up and testing wheels. (5) Adjusting brakes. (6) Battery test and refilling. Magneto test. (7) Tire test and proper inflation, including spare; (8) Examination of condition of motor. (9) Written report and inspection certificate. If you wish to know the exact condition of your car, and have it looked over, greased and oiled by Ford experts, and a written itemized report made to you, bring it in. Hoping to have the pleasure of a call from you, we are, Sincerely, PALACE GARAGE CO. ^ , Authorized Dealers Ford Sales and Service Telephones: Broadway 1572 A 2442 Fig. 14. 32 SERVICE STATION MANAGEMENT. I' ' il In addition to performing the services mentioned, an Inspec- tor's Report, covering the condition of the car, is furnished the customer. This report is on a sheet 5}4 by 8 inches (Fig. 15). I Inspector's Rep6rt THIS inspection covers the foUaWing: (1) A thorough greasinc and oiling, including grtta« and. oil. except grease used in transmission and differential and oil uxi in motor, which are charged extra. (2) General ««' ■mination of car. (3) Road test. (4) JacUng up and testing wheels. (5) Adjusting brakes. (6) Battery test and re-filling, magneto tested. (7) Tire test and proper inflation, including spare. (8) Bxamination of condition of motor.- (9) Written report and inspec ti on certificate. Note recommendation on front as to time when another inspection iJiould be made. I have mad* th* following inspection of thia. ear with th* results mentlonied beiowi 1. ORBASBD AND OILED COMPLBTB. Put quarts in motor pounds grease in differ cntial pounds grease in transmission. Remarki 2. OBNBRAL EXAMINATION OP CAR— Results 3. ROAD TEST— Results. 4. JACKING UP AND TESTING WHEELS— Resolts. S. ADJUSTED BRAKES... Condition of Brakes. t. BATTERIES TESTED AND REFILLED. MAGNETO TESTED Tested points specific gravity. Tested 7. TIRES TESTED AND INFLATED to , pounds. Found tires as follows: LP lbs. R.F lbs. L.R tba. R. R. lbs. Spare lbs. t. CONDITION OF MOTOR , Power Quietness Compression REMARKS AND RECOMMENDATIONS., PALACE GARAGE CO. INSPECTED BY Mechanic By. Soperintendent Fig. 15. Circular letters of the type illustrated in Fig. 16 have proved successful. SELLING SERVICE Dear Mr : If you were sick, you wouldn't go to a dentist --you'd go to some one who specialized in your particular form of ailment. It's the same way with an automobile. Every make of automobile has a peculiarity of some sort that only those making careful study of that par- ticular machine may best diagnose when trouble arises. Our company is sole representative for Ford cars and tractors in County. We handle no other make. And here's another point: WE DO NOT ATTEMPT TO REPAIR ANY OTHER MAKES OF CARS. Ford--and Ford alone--gets the undivided attention of the Company. BUT WE DO HAVE SERVICE FOR FORDS, a service that is not excelled. We employ only the best mechanics; our equipment is the best that money can buy and offers some features obtainable at no other service stations in the county. We claim to know Fords. We sell them and we want the buyer to get the very best results from them. If you are a Ford owner, you will see the advantages of getting "service" from us, of buying GENUINE FORD PARTS from us. And if you are a prospective car buyer, you will see the advantage of owning a car for which you can always be assured of getting thoroughly dependable station and road service, administered by men who believe heart and soul in your car and KNOW it is the best all-round car that is made. That we may show you in a practical way that we are sincerely interested in real service for your Ford car, please fill out the enclosed card and return it to us. Or, if you haven't a Ford closed car (Sedan or Coupe) which is having such a run in public favor now, simply cross out the line reading, "Model and Year of Car," write in the words, "Car Demonstration," filling in the other blanks also, and we will be ready to give you a trial trip in one of these splendid cars when you come in. Yours for Ford Service for Ford Owners, COMPANY, (Signed) Fig. 16. Manager. 33 34 SERVICE STATION MANAGEMENT. The card mentioned in the letter is shown in Fig. 17. Notice that the letter is so worded as to apply to both Ford owners and prospective car purchasers. MR. FORD OWNER HOW IS THAT CAR BEHAVING? Maybe a general inspection ivould be an aid lo YOU. anyway WE will be glad to know that your car is in first class condition. Just let us know at about rutlorv ^°" ^'f" ■ *L ow'Pnnfcton garage, and we will furnish FREE OF . P .* "»«^»>an'c who will make a thorough inspection of your car. under no obhgattons to you at all. «»«u« Remember. JHE A. L MAXWELL CO. of Princeton. Oakland City and Owensville are behmd YOU. Mr Ford Owner, and will gladly help you with your problems. Just fill out the following so we will know when to expect yog. Name .^_^^^__ Addr ess- Model and year of car Date we may expect you- Forenoon Aftemooi Fig. 17. Seasonable Letters. Service Stations should not permit dull seasons. The letter shown in Fig. 18 has been used by one dealer with success to stimulate winter business. The larger Service Stations with complete repair equipment should solicit the business of the garages in their territory. Fig. 19 illustrates a letter that has proved successful for this purpose. Fig. 20 is a facsimile of a card which a dealer distributes among Ford owners. This dealer reports that the use of this card brings into his Service Station from forty to fifty jobs a week, which might otherwise go to some other garage. SELLING SERVICE. Dear Sir: Winter conditions are now upon us. Mud, ice, snow, severe cold and difficult ignition will place upon your car strains which it has not en- dured through the summer and fall. It is only fair to yourself and to your Ford to put it in good shape to render you the best service in the bad months to come. Bring us your car for a complete overhaul. Your valves may need regrinding, your springs lubricating and adjusting, your engine and gears thorough cleaning and tuning. We have the equip- ment and experience to give your automobile any attention it may need. Our terms are reasonable and our mechanics expert. If any parts should need replacing we carry a full line of Genuine Ford Parts. As Ford Dealers we pride ourselves in keeping up the Ford reputation for perfect service. Our ideal is not only to sell you a car, but to keep you satisfied with your purchase. Pay us a call when you pass and we will let you know in a few minutes what adjustment your car may require. Very truly yours, (Signed) President. Fig. 18. Mr. Garage Owner: Cold weather will soon be with us again, and no doubt you will have a considerable amount of radiator repair work, also tractor reboring and rebabbitting, which will be impossible for you to take care of in your garage. We have in our shop the most up to date equip- ment, consisting of reboring, rebabbitting, and radiator repair machinery with which to do your work. We have tried mighty hard to make our prices reasonable. In fact we have put them as low as possible, consistent, of course, with first class workmanship and service. If you will give us a trial'shipment we are quite certain we can convince you that our price IS right and our work is good. Yours very truly, (Firm Name) Fig. 19. 35 36 SERVICE STATION MANAGEMENT. Fig. 21 is the first page of a series of folders which have pro- duced splendid results. If the customer has his car in the shop for a certain operation, the leaflets covering the other operations are handed him by the cashier when he pays his bill. This series of leaflets is valuable to the owner in that they contain the different steps taken in CARRY THIS WITH YOU NIGHT AND DAY SERVICE 8 A. M. TO I A. M. (MIDNIGHT) We re«liie what it means lo be ituck •! wi^l. When in tiouble call (or our servke car ut ->-8100 »3ROSPECX-^ COUCH -HAAS CO. inc. ■ lOrOMO AVEMUK AND KASTCNN ^ANKWAY •ROOKLVN Fig. 20. performing certain operations, also valuable suggestions in the care of the car, so as to reduce to a minimum the necessity for repairs. The reading matter on the second, third and fourth pages, is as follows: OPERATION NO. 30. Special Tune-up. For the benefit of our patrons, who may not always know just what is meant by and what constitutes a "Special Tune-UP," we give below the operations we consider necessary in order to turn out a first-class job. FiBST. — ^All spark plugs are removed from motor, taken apart, thoroughly cleaned and inspected. Proven defective parts and porcelains are replaced. Plugs are then assembled, spark gaps properly spaced and plugs put back in motor. Wires leading from dash to plugs are then tested, and, if found broken or defective, are replaced. Second. — The commutator shell — commonly known as timer case — ^is re- moved, thoroughly cleaned and then inspected. If contact points show rough spots or are worn, a new case is provided. If the commutator brush is rough or shows signs of wear it is replaced. Commutator wires are gone over and if found to be oil soaked, insulation worn off or generally in poor shape, they are replaced by new ones. The spark advance and retard rod is adjusted. The second phase of the work is completed when commutator case and brush is oiled and ready for use. SELLING SERVICE. 37 THE UNIVERSAL CAR SERVICE I A little information on the "SPECIAL TUNE-UP >l Prepared by I Horst & Strieter Co. Davenport and Muscatine, Iowa Rock Island and Moline, Illinois Save this. |t may come in handy. Fig. 21. Traiu).~Wiring on switch is examined for loose connections and possible defects, llie four coils in coil box are tested in a coil unit tester and ^brator points are examined for worn or pitted contacts, which are removed If necessary and replaced with new ones. I ft 38 SERVICE STATION MANAGEMENT. Fourth.— The magneto contact on transmission case is removed, cleaned and inspected. Foreign matter that may have coUected at point of contact with magneto is removed and contact put back in place. Fifth.— Sediment bulb under gasoline tank and carburetor are drained to dispose of foreign matter and water that may have coUected. Carburetor is then adjusted to meet the new conditions of the motor. AU this work will be done for a labor charge of $1.75, necessary parts extra. We use GENUINE Ford Parts exclusively. Old parts are held three days for owner's inspection, after which they will be junked. All this work assures the customer a sweet-running motor, if motor other- wise is in good running order. Of course, the foregoing work will not eliminate knocks arising from worn or loose bearings or other internal motor trouble. These require diflferent treatment, the nature of which can be determined through a diagnosis by our Service Men. You win need a "Special Tune-up" only at rare intervals if you will give your motor just a little time and attention. Clean your spark plugs frequently. You will be amply repaid for your trouble by a better performing motor. Take the timer case ofif every now and then. Wash out the dirt with a brush dipped in gasoKne, dry off and give it a few drops of oU before putting back in place. And don't forget to give it a little oil every day or two. This will double the life of your timer. Keep your motor clean and thereby keep your wiring from becoming oil soaked. A brush and small can of gasoline will do wonders. Go over your wiring every little while and see that connections are tight. Don't tamper with the vibrator points of your coils. Leave their adjust- ments to experts. The title of No. 2 in the series is: FRONT SYSTEM OVERHAUL. Operation No. 167. The following data is on the second, third and fourth pages. The front system of the Ford car takes in front axle, spring, steering connecting rods, wheels and front radius rod. Lack of proper lubrication and hard usage wear out the parts composing the front system, the direct results of which are premature wear of tires, hard steering, broken springs, broken wheel bearings, loose bolts, etc. Any of these may contribute to a serious accident. SELLING SERVICE. 39 A front system overhaul is really inexpensive, and considered from a safety standpoint, no owner ought to drive or let others drive a car needing an overhaul of this kind. When we overhaul a front system, the procedure is as follows: The front end of the car is hoisted and front axle, spring, steering connecting rods, wheels and front radius rod are removed from chassis. All parts are disassembled, thoroughly cleaned and inspected, down to the last bolt and nut. All worn parts (where wear cannot be taken up) are replaced by new ones. All broken parts are similarly replaced. Spindle bodies and arms are rebushed and reamed if necessary. The steering arm connecting rod ball caps are brought up snug when assembled. Front hubs are packed with grease before wheels are placed back on axle and bearings are then adjusted. ' Front spring and perches are rebushed if necessary. All spring leaves are freed from rust, oiled and reassembled. The front system is now assembled to chassis and radius rod ball socket attached with relation to its bearing surface. The front axle is tilted at the correct angle and front wheels properlv aligned. f t^ j The job is now complete and our labor charge for this work is $5.00 necessary parts extra. ' * We use GENUINE Ford Parts exclusively. Drive carefully. Avoid bad bumps or chuck holes. These are the cause of spnng breakage and the ruin of front wheel bearings. Avoid hitting curb This causes misalignment of front wheels and uneven wear of front tires Oil your sprmg leaves. It wiU prolong the life of the car as weU as the springs and make for easier riding. At least once a week drop oil in oil cups in front system (eight in aU). Adjust front wheel bearings on an average of twice monthly. At the same time see that the bearings are sufficiently packed with cup grease. It is better to have too much than not enough. If you will foUow out these instructions you will seldom need our services. No. 3 in the series is entitled REPLACING TRANSMISSION BANDS. Operations Nos. 10 and 11. The second, third and fourth pages are given over to the fol- lowing: Some of the primary causes leading to hardened, glazed, or worn trans- mission bands are as follows: Lack of oil in motor, bands adjusted too tightly, foot pedals worked too fast and hard in making starts and stops, natural wear and tear. "-vi^ia* To the casual observer, the job of replacing transmission bands looks simple enough, but let Mr. Casual Observer foUow the job from start to finish, 9nM SERVICE STATION MANAGEMENT. and see how we do it, and he will most likely change his mind. He will find that this job requires patience and thoroughness. It's not just merely doing the job, but how it is done that counts. The operation is as follows: The floor boards and mat of the car are removed. Universal ball cap and bolts holding the transmission cover to crank case are removed. (In cars with starter the starting motor must be loosened from transmission cover.) The exhaust pipe is removed and magneto wu* disconnected. The upper half of the transmission cover is then hfted out, which exposes the entire transmission assembly. Old transmission bands are removed from transmis- sion drums and new relined bands are installed. The transmission cover is now thoroughly washed and cleaned. New felt or cork gaskets are mstalled around crank case and the transmission cover put back in place. (To make a good, oil-tight union considerable skill and patience are required in fitting gaskets.) Bolts and nuts are now put back in their proper place and tightened uniformly all around. Transmission bands now receive a prehminary adjustment. Exhaust pipe and magneto wire are then connected. Floor boards and mat are put in place and motor started. Transmission bands are now tested and given the proper and final adjust- ment. Our labor charge for this work is 13.00; cars with starter, 14.00: bands extra. If, in the course of the work, certain parts are found to be defective they will be replaced by new ones, for which, of course, an extra charge will be made. We use genuine Ford Parts exclusively. Operating hardened or worn bands places undue strain on the transmission and rear axle assembly and causes a break-down of these units. Shppage, a racing motor and loss of power are other evils. The foot brake may fau'to hold the car and cause a serious accident. Continued operation of hardened or worn bands is very hard on the tires and will wear them out long before their time. If you want to be free from having transmission bands replaced too often, heed the following: See that your motor has enough oil to insure a constant spray on trans- mission assembly. If you find it necessary to adjust bands, be sure that they are not adjusted too tightly. Just a turn or two of the adjusting nuts is aU that is necessary in most cases. Be easy on the foot pedals. Remember a piece of mechanism has its Umitations. Do not step on them as though you were going to crush the hfe out of something. When going down hill, do not nde the foot brake continuaUy. Allow transmission clutch to remain in high and throttle down motor. This wiU act as a brake and save transmission band on foot brake. And don't, don't bear down on brake pedal before you have released the clutch. This is one of the most prohfic causes of worn bands. SELLING SERVICE. 41 Natural wear and tear, of course, will wear down the transmission bands in time, but if the driver wiU just keep the above advice in mind and act on it the transmission bands wiU not need to be replaced for a long time. CLEANING OUT CARBON-GRINDING VALVES, Operation No. 15, is the title of No. 4 in the series of booklets and it gives the foUowmg data on the second, third and fourth pages. Too much oil in the crank case; worn pistons and rings; too rich a mixture- faulty igmtion; very poor gasoline; cheap lubricating oil cause premature carbon deposits, the effects of which are loss of power, poor gasoline mileage, wa^te of oil, dirty or fouled spark plugs, weak compression, overheat^or poundmg motor, and scored cylinders. Of course, carbon forms in any and aU internal combustion motors, but the process IS slow If the motor is in good condition and always given the proper attention. -^ ^ When we undertake a job of cleaning out carbon and grinding valves, the process is as follows: s ■"»<=, mu All water is drained from radiator, and upper radiator hose is loosened from Its connection with cyhnder head. CyUnder head bolts ar« then loosened and cyhnder head removed from motor block. r^nllT "^n " °l^f i"™"! "* '^"""'^^ '""" """^^ ^^ ^^l^e ««at Pi^ are removed, after which the valves are taken out. pisttL^elc"" ^ ^""^^ ""^ "^^^ '"'" *°^ °^ "^^^^'^ "~'''' ^^^ "^ f „ ^^•Z!!r* "^^ '" "^'f''" ^^'^^ "* thoroughly gone over and if found fOT vdCs "' '"'™ °"* *™* " '^"'^ "*** "^'' is used to form new seats ner^* ^'^l^ are examined and if true are then ground and fitted untU a perfect seat m obtamed. The valves are now timed up to piston travel thereby assunng a powerful and even running motor The valve springs are then tested for too little or too much tension. Those ev^nTeiS^n""**"''' *''' """^^ '"^ "' ^"^"^ ""^ ""^^"^ ^y ^P"^ »« semlJ^''*''!^ "^T!" '''^'"'' .^'^^* ''°°"' "y^^''' ^^' «*<=•. "« then as- ^Th !^ter. " ^^"^ comiected up with cylinder head and filled Spark plugs are inspected, thoroughly cleaned and points adjusted. to ^r^brkTo 0^:^ ""' '"' ^^^° ^--^ ^ ^- ''^^ -^'^^ ^* - -'^^ ^ labor charge for this work is $3.50, necessary parts extra. We use GENUINE Ford Parts exclusively buf?^*^ °"i '^*°° f *^ ^"^ ^'^^'^ "^ eve the motor more power but igmtion system must be in good condition to insure a completerrsS 42 SERVICE STATION MANAGEMENT. running job. If you have not had a "Special Tune-up" for some time, it would be advisable to have one in conjunction with the former operation. We have a combination labor charge covering both operations of $4.50. Parts, if any, extra. To be more free from carbon trouble, observe the following: Have just the proper amount of oil in crank case. Open upper pet cock under motor and pour oil into breather pipe until oil just drops out of upper pet cock. This is the correct oil level, and if you will take the precaution to check up on your oil supply every few days and maintain this level you should have no trouble as far as too little or too much oil is concerned. Too much oil helps to form carbon — ^too little oil will cause excessive wear and bum out bearings. And while we are on the subject of oil, let us caution you : use good oO. Cheap oil is high at any price. If it develops that your pistons and rings are worn, take steps to have this remedied at once. Have your carburetor adjusted so that the mixture will not be too rich, which not only hastens formation of carbon but is wasteful of gasoline. Keep your spark plugs clean. Keep your timer cleaned and oiled. Keep your wiring free from oil and replace broken wires. Have your vibrator points adjusted from time to time. It is not always possible to avoid getting poor gasoline, but the exercise «of care will tend to at least reduce the chances. Another of the booklets (No. 5) is called REAR AXLE OVERHAUL. Operation No. 100. The following data is on the second, third and fourth pages. The causes that necessitate a rear axle overhaul are in the majority of cases due to neglect, carelessness or abuse. Lack of lubrication is the most prolific cause of trouble. Overloading the car, hard and reckless driving will soon wreck any rear axle and differential. Applying the foot pedal too quickly and hard places undue strain on the rear system. Failure to keep rear wheels tight on axle shafts soon ruins the shafts and bearings. Trying to get out of a mud hole without the use of chains puts a tremendous strain on the entire rear system and will materially shorten its life. Natural wear and tear will in time make a rear axle overhaul necessary, but if Ford owners will only use more discretion in the use of their cars they need not think of a rear axle overhaul for a long time. When we overhaul a rear axle in our shops, we proceed as follows: The rear end of the car is hoisted and rear wheels are removed. Rear spring perch nuts, as well as brake rod clevis pins, are removed. The rear axle assembly is disconnected at the universal joint and pulled from the car. SELLING SERVICE. 43 The assembly is now placed on a special rear axle bench and then disassembled. All internal parts are washed and cleaned. Each part is subjected to a minute inspection and all worn parts are replaced. All parts to be replaced are re- moved and new parts installed through the use of special jigs and arbor presses. The axle shafts and drive shafts are tested and if out of true they are straightened in a straightening press. All internal parts having been assembled, delicate and final adjustments are made. All parts are thoroughly greased and enclosed in housing. The assembly is now brought back to car and installed. New felts are placed at the outer ends of the rear axle to prevent oil leaks before wheels are put on. Brake rods are equalized and adjusted. The axle is then given a thorough and final test, and when the car is turned over to the owner he can rest assured that we have done a good job. Our labor charge for this work is $7.00, necessary parts extra. We use GENUINE Ford Parts exclusively. Be sure that your rear axle has the proper amount of lubricant. Don't overload or let others overload the car. Don't allow yourself or others to drive recklessly. Be more considerate in the use of the foot pedals. At least once a month imscrew the rear wheel hub caps, remove cottei pins, and with the use of a stout wrench draw up the castle nuts as tight as you can and replace cotter pins. This will prevent play and save your axle shafts and bearings. If you are so unlucky as to get into a mud hole without having chains on the rear wheels, the best thing to do is to get out of yoiu* car and put chains on, which may not only save your differential, but will get you out of the hole much quicker than otherwise, not saying anything about saving your tires. The title of No. 6 is MOTOR AND TRANSMISSION OVERHAUL. Operation No. 1. On the second, third and fourth pages appears: Many things enter into the causes which finally make necessary a complete motor and transmission overhaul. We might go on indefinitely and state causes, many of which could have been avoided. The predominating causes are lack of cylinder oil, lack of water, abuse of car, reckless driving, and no care or attention to speak of. Ordinary wear and tear will, of course, necessitate an overhaul, but it can be put off for a long time if the car will only receive the care and attention it should have. A motor and transmission overhaul requires skill of the highest order, and only mechanics who can pass muster as first-class are allowed to do this work in our shops. 4J SERVICE STATION MANAGEMENT. To give the layman an idea of what a motor and transmission overhaul means, we give here a general outline of the work as it is done in our shops. When a job is received, the motor and transmission is taken out of chassis, put on a truck and sent to the wash rack, where all grease and dirt is removed. It is then sent to a disassembly bench, where it is thoroughly cleaned. From this point on expert workmanship is required. First, each part is thoroughly inspected. The crank shaft is then tested in a crank shaft straightening press, main bearings and caps are trued, and crank shaft fitted to cylinder block. Pistons, piston pins and piston rings are then fitted, connecting rods lined up in connecting rod ahgnment jig, and pistons assembled to connecting rods. After the crank shaft is burned in in om- buming-in machine, the pistons and connecting rods are fitted in C3'Under block. Cam shaft bearings, cam shaft and gears are then assembled in cylinder block, valves and valve seats are reground and reseated, and valves fitted in cylinder block and timed up to piston travel. The transmission parts and bushings that are worn are then rebushed and replaced by means of special reamers and jigs. Magnets are tested and magneto coil is tested for short circuits and other defects by means of an electrical testing device. The crank case is rebrazed if necessary and tested to make sure it is not bent or twisted. The motor is then assembled to crank case and transmission cover and run in on our modem test block until thoroughly freed up. It is then tested under its own power until pro- nounced O.K. by foreman. All this work is absolutely guaranteed and done for a labor charge of $30.00. All worn or defective parts are replaced with new ones, for which the regular Ford catalog price is charged. We use GENUINE Ford Parts exclusively. In order to put off the day when a motor and transmission overhaul is necessary, owners should make it a point to study their cars. Learn all you can about their operation and care. A man having a knowledge of the car's construction, functions, requirements and limitations will maintain its useful- ness and derive more pleasure from it. With proper care you will receive many thousand miles of service from your car and when, after a prolonged period of usefulness, the car is ready for an overhaul, remember that we are here to serve you. We guarantee to give it the "pep" and stamina it had when new. Fig. 22 is the first page of a leaflet distributed by a dealer, which has resulted in increased repair business. This leaflet also serves as a constant reminder to owners that only genuine Ford parts should be used in making repairs. Pages 2, 3 and 4 contain a list of labor charges on the major repair operations. i SELLING SERVICE. Price Auto Service Co. Authorized Ford Agents 1M-3M-3O5407 Soatk T«»ck8 Aveouc Wichita, Kansas You never sret an imita- tion Ford part when you buy from us — ^We don't handle 'em. Use these prices as a basis on which to Figure your Charges for Labor. TNt WNIViaSAl CAB Use genuine Ford parts bought from the Price Auto Service Co. Then you will be fair to your Customer and fair to yourself. MWMIIHUniMIMMIUIUMIIUtMMtlMttUHtMMIiMMMMMMMI* Ah AatoBoblle Is J vst like a man— **It*s wlmt J9a eaa't see that cooats the most." —Nam Derih Sedrp Fig. 22. Special Operation. 45 Featuring of special operations is another effective means of increasmg revenue from the repair shop. One large dealer has the sign, Fig. 23, posted in his shop near the entrance in plain view of customers driving their cars in for service. (' I ■< [ 46 SERVICE STATION MANAGEMENT. Fig. 23. The labor charge for draining the crank case, washing out with kerosene, removing bottom plate so that all the kerosene will drain out, and refilling with fresh lubricant is $1.00. This operation not only increases the profits, but improves the running qualities of the cars in service, and prolongs the life of the trans- mission bands. Inspection Service Car. A dealer in one of the large cities maintains a car with the words "Inspection Service'' neatly printed on it. This car is manned with a competent mechanic who calls on all owners in the territory for the purpose of tuning up the motor, and making minor adjustments. The mechanic, of course, when doing this calls the owner's attention to any repairs that should be made in order to obtain a better running car or to eliminate the possi- bility of further damage. The inspector turns in a report to the Service Manager of the condition in which he found a certain car and the repairs suggested. If the owner does not take his SELLING SERVICE. 47 car to the shop within a reasonable time, the Service Manager writes him a letter calling his attention to the advisability of having such repairs made. The increased repair business due to this inspection system not only pays for the expense of the mechanic and the operating expenses of the car, but also pays a good return on the investment. Up-to-date Merchandising. Up-do-date merchandising policies apply as well to the auto- mobile business as to any other retail business. Attractive window and salesroom displays of parts have been found to result in increased sales. Several dealers showed both Ford and Fordson parts, calling attention to the difference in size. This method produced good results in the way of increased sales of tractors. Prospective purchasers knowing the service received from the Model T Ford car, could get an idea of what could be expected from the Fordson tractor by comparing the size of parts. The difference in size between a Ford and a Fordson cylinder block is an interesting comparison. Ford and Fordson crank shafts may be used the next week, and so on, always in a differently dressed window. Service Station Bulletins. The issuance of monthly or semi-monthly bulletins by dealers has proved another effective means of increasing service business. Each issue of the bulletin should contain a cut of some particular piece of equipment that the Service Station has for making more eflicient repairs on cars or tractors; for example, one issue may contain a picture of the cylinder reboring tool with an explana- tion as to the advantages of reboring machinery. Another issue could contain a photograph of the running-in machine, with an explanation as to why more efficient work can be done with this machine than by depending on the old method of scraping the bearmgs by hand and running in the motor under its own power. Another issue may contain photographs of the equipment for repairing radiators, carburetor repair tools, etc., or a photograph of the piston vise and connecting rod alignment fixture, with explanation as to why the use of these fixtures makes repair work 48 SERVICE STATION MANAGEMENT. SELLING SERVICE. 49 11 it I a I (I I* I* 50 SERVICE STATION MANAGEMENT. n more efficient. (For information as to why more efficient repairs can be made with the aid of these machines, etc., see Chapter on Service Equipment.) FoRDsoN Service Truck. Fig. 24 shows a Model T truck used as a Fordson service car. The sides of the body are neatly lettered. This service car traversing the country roads, has proved a splendid advertise- ment for service. Fig. 25 shows the method of loading the tractor onto the truck. The sides of the body are removed and coupled to the rear of the bed. These act as skids for running the tractor onto the truck. The back panel acts as a support for the rear end of the truck. The tractor is then drawn up on the truck by means of a windlass. This service body is 10 ft. 2 ins. in length by 5 ft. 9 ins. in width over all. The sides consist of two 2J^ ins. boards 5 ins. and 8 ins. in width respectively. This makes the inside width of the body 5 ft. 4 ins. in the clear. The windlass is made of a piece of 4 ins. pipe with a 1^ in. shaft running clear through, upon the end of which is mounted a 63-tooth gear, meshed with a 12-tooth pinion. The crank has a 15-in. throw, and with this 5 to 1 reduction, one man is able to load a tractor very easily. This attractive and serviceable truck body may be constructed very readily from the above specifications. This same dealer has obtained splendid results by mailing the letter (Fig. 26) to Fordson owners. Figs. 27 and 28 are diagrams of the Model T and truck chas- sis, with principal dimensions for body designing to assist Ser- vice Stations in constructing their service cars. These dimensions are also of value to the dealer in explaining to customers the type of body that will give best service on the chassis. Monthly Truck Inspection Report. A Service Station specializing in truck service advises that their monthly inspection service does more to keep their cus- tomers satisfied and increase the revenue from their repair shop than any other plan adopted. Purchasers of trucks are allowed two hours gratis inspection service per month for the first year. The inspector goes care- fully over the truck, making minor adjustments and noting 'iJ SELLING SERVICE. Dear Sir: This is the season of the year when possibly you are doing very little, if any, work with your tractor. In order that you may receive maximum service out of it, permit us to suggest that you let our mechanics look it over and do whatever work is necessary to put it in first- class condition before the Spring work begins. The old saying, "A stitch in time saves nine," certainly applies here. Adjustments which can be made now will possibly save you a large repair bill later on. We are especially well equipped to take care of this work and have all the latest tools, equip- ment and labor-saving devices with which to do it speedily and accurately. We also have just com- pleted our new service truck which is equipped with a windlass, so that one man can load and unload a tractor by himself. For owners who live quite a distance from and do not find it convenient to drive their tractor into our garage, we will call for and deliver same, making a very reasonable charge for this service. In addition to our superior shop equipment, we might state that all of our mechanics are Ford trained, and we are constantly kept advised by the Ford Motor Company, of short cuts and new methods, that are found to be efficient. We naturally have an interest in the perform- ance of your tractor, and for that reason, we ask that you kindly either bring your tractor in or let us come and get it and overhaul it this win- ter before the Spring rush comes. We have at present something like 200 satisfied owners of Fordson Tractors in this County, and you can readily see that it will be impossible to serve this many owners all at one time-. Yours truly, (S i gn e d ) Pre s i den t . Fig. 26. 51 52 SERVICE STATION MANAGEMENT. SELLING SERVICE. 53 03 CI o 54 SERVICE STATION MANAGEMENT. r\ vtsssg SELLING SERVICE. 55 56 SERVICE STATION MANAGEMENT. THE L F. MULLIN CO. MontHly Trick hspietiii Repirt THIS TRUCK pvm VOK INSPECTION . -SACK MONTH. Addnw — Motov No. ' -Dilt — -Ckargc -Med. 1. Z 3. 4. S. 6. 7. S. 9. It radiator full II anii-frz. reqnired- It fan b«li tight Arc water hose in good condition- Are all water joints tight Are motor leg bolt» light Are trans, housing bolts tight Docs gas flow freely to carburetor- Poes carb. choke properly la compression good: Cyl. 1 2 3 11. Are valves properly adjusted- 12. Should valves be ground 13. Should carbon be cleaned 14. Hat motor normal power .-. 15. Does governor operate properly 1& Is crank case oil to level 17. Should oil be changed 18. Are magneto breaker points clean and properly adjusted 19. It magneto distributor clean 20. Are spark plug gaps correct 21. Does clutch brake work propcrly- 22. It clutch action smooth 23. Name any points which thow lubrication neg- lected 24. Are Universal points in good condition 25. Are wheel bearings properly adjusted 26. Arc front wheels properly lined up- 27. Is steering gear properly adjusted ~ 28. Are steering connections straight 29. Is foot brake properly adjusted 30. Is hand brake properly adjusted — 31. Should brakes be relined 32. Are spring clips tight .__ 33. Are radius rods tight-. ———__________ 34. What is condition of tires 35. What it general condition of truck regarding cleanliness 36i. Is truck overloaded — ™___™. How much 37. Is worm properly adjusted -__ 38. Ts trans, main shaft properly adjusted 39. Is truck operated intelligently 40. Arc there any matters requiring attention not mentioned ,,,.,, ,,, , THS L. P. MULLIN Ca laapcctor. Owncr- By.. Confinninf tckphoM coovcnatioa ol- -kctweea Mr.. Mr. THB L. P. MULLIN CO. ud Fig. 29. SELLING SERVICE. 57 the condition of the different units, and inspector's report (Fig. 29) is filled out and furnished the owner. This Service Station advises that the owners almost invariably authorize the repairs suggested, which means a profit from the sale of parts and repair labor. Tourists' Trade. In these days when a vast amount of traveling is done by automobile, Service Stations should not overlook the profits to be made from the transient business. Automobile owners always prefer to store their cars, or deal with the Service Station special- izing in service on their particular make of car. In addition to the profits from any repairs that may be necessary, there is the profit from storage, also the sale of gasoline, oil, etc. Road signs located at intervals of a mUe on all principal highways leading into the town or city, giving the name and location of the dealer, distance to the city and service handled, have generally been found to give satisfactory results. One dealer reports that in addition to having the firm name in the telephone dkectory he has the service which he handles listed, for example, Ford Service Station, and that transients have often complunented him upon the idea. CHAPTER III. LABOR CHARGES. Flat Rates. Flat rate charges, if computed on the proper basis, are the most satisfactory to dealers, and at the same time a protection to customers. By adopting flat rates so that customers may have an estimate of the labor charges before authorizing repairs, many misunderstandings can be avoided. Under the old method of assigning a man to a job without any idea as to the amount of tune that will be expended on the operation, the customer simply pays for the number of hours charged on the workman's time ticket, regardless of the efficiency of the man or the methods employed in doing the work. Conditions vary to a certain extent in different sections of the country, hence, instead of showing the charge to be made for a certain operation, labor operation time costs, or the time in which any of the repair operations on the Model T car, truck or the Fordson Tractor should be performed, are shown. The charges per hour should be reasonable, taking into con- sideration the labor conditions in any particular community. The charge for any operation can be computed by multiplying the hourly rate by the time shown. When determining the hourly rate to be charged, a dealer should have in mind that it is better to make his labor charges reasonable and keep his shop filled with work, thus making the long profit on the repair parts, than to let the work go to some outside shop even though he may be supplying that shop with parts. Take for example a motor overhaul; the average amount of repair parts used in a motor overhaul is $40.00. At 40 per cent, discount this means a profit of $16.00 on the parts alone, which would have been lost had the job gone to some outside concern, who possibly might have a lower labor charge. The labor operation time costs also enable a dealer to check up his shop. If more time is being consumed on any operation than is shown in the list, an investigation should be made and an m I'l LABOR CHARGES. 59 effort put forth to bring his shop up to a higher standard of eflSciency in that particular. This can be accomplished by the installation of more up-to-date equipment, the employment of more skilled mechanics, or an improvement in the method of handling the operations. The repair operations on the Model T car, truck and tractor should be performed in the time shown in the following lists : LABOR OPERATION TIME COST^. Motor Division. The following time covers work on cars driven into the service stations: No. Operation. Hra. Min. 1 Overhaul motor and transmission IQ 2 Overhaul motor only 12 3 Overhaul transmission only, or repair or replace magneto. . 9 4 Rebraze crank case arms or support or repair leak in case by taking out the motor a 5 Install or refit one piston or one connecting rod 3 ^ Install or refit two or more pistons or connecting rods 4 30 7 Tighten one connecting rod bearing 1 20 8 Tighten two or more connecting rod bearings 3 9 Replace transmission bands 2 10 Replace transmission cover gasket 1 45 11 Change motor 4 12 Replace cam shaft, and refit bearings 3 30 13 Replace cam gear — large 2 14 Replace cylinder front cover 1 39 16 Grind valves and clean carbon 2 30 16 Remove carbon only (This operation to be used only when customer will not permit grinding of valves) 1 30 17 Repair cyhnder head bolts stripped — one or two 2 18 Repair cylinder head bolts stripped imder dash 4 19 Clean out oil feed pipe 2 20 Replace cyhnder head gasket 45 21 Replace radiator or all three hose connections 30 22 Replace one hose connection only jg 23 Replace crank shaft starting pin, or pulley 1 X5 24 Tighten motor to frame j 26 Clean crank case or install gasket under lower cover 30 26 Replace carburetor or manifold— or repair leak in manifold ... 30 27 Install new butterfly spring qq 28 Overhaul carburetor j 30 Replace commutator wire loom 39 60 SERVICE STATION MANAGEMENT. I No. Operation. Hra. Min. 31 Replace commutator case or brush 20 32 Replace commutator pull rod joint 30 33 Replace or rebush fan pulley assembly 30 34 Adjust clutch fingers and trans, bands 30 35 Adjust trans, bands only 15 36 Stop oil leak in valve doors 15 37 Install trans, band springs — each 30 38 Replace cylinder water jacket plugs 15 39 Install new starting crank handle 30 Operations 5 and 15 combined on one order 4 30 Operations 6 and 15 combined on one order 6 30 Operations 12 and 15 combined on one order 6 30 Operations 15 and 17 combined on one order 3 30 Operations 9 and 19 combined on one order 3 Operations 10 and 19 combined on one order 3 Operations 30 and 31 combined on one order 45 Parts brought in or shipped in for repairs: 55B Overhaul motor and transmission 12 56B Overhaul motor only g 57B Overhaul transmission only 3 58B Rebore cyhnder only 1 59B Rebore cylinder only including fitting of pistons 1 30 '65B Rebore and fit pistons and valves 2 ^B Rebore and fit pistons, valves and push rods and straighten and fit cam shaft 3 30 ■67B Fit pistons, crank shaft and run-in (rebored block) 1 •dSB Rebush three transmission drums 45 69B Rebush transmission drums — each 15 70B Rebush and re-rivet three triple gear assembUes 1 71B Braze crank case arms and supports 1 15 72B Repair crank case drain plug housing 1 15 73B Overhaul carburetor 45 74B Disassemble 5/8 in., 9/16 in. or 3/4 in. magnets from flywheel and install new set 30 75B Straighten crank shaft 30 76B Straighten cam shaft 30 77B Straighten cam shaft and fit bearings 1 Operations 71B and 72B on one order 2 30 Rear System Division— Model T. The foUowing time covers work on cars driven into the service stations: 96 Overhaul rear axle and rebush springs and perches when necessary 4 VI Repair or replace drive shaft tube 3 LABOR CHARGES. 61 No. Operation. Hrs. Min. 08 Repair or replace one rear radius rod 1 99 Replace rear spring tie bolt or new leaf including polishing and graphiting of leaves and lining up of body 2 100 Remove front and rear springs, polish and graphite leaves only 3 101 Replace spring perches 1 102 Pad rear spring to line up body or replace rear spring tie bolt only 1 30 103 Rebush spring and perches 1 30 104 Install universal joint 2 105 Straighten axle shaft (without removing from car) 1 106 Tighten rear radius rod .• 30 107 Install felt and steel washers 45 108 Install brake shoes and equaUze emergency brakes 45 109 Tighten imiversal ball cap bolts 30 110 Install or tighten rear spring clips . , 30 111 Tighten rear hub lock nut 30 112 Fit new hub keys 30 113 Replace pull rod supports 30 114 Replace or rebush hub brake cam — each side 1 15 116 Replace rear axle assembly i 15 116 Adjust pull rods or replace one 30 117 Straighten rear radius rod (in car) 30 118 Install outer roller bearing — each 45 119 Replace rear axle shaft, drive shaft pinion, or drive gear (no other work necessary) 3 Operations 96 and 99 combmed on one order 5 30 Operations 96 and 102 combined on one order . * 5 Operations 96 and 110 combined on one order 4 30 Parts brought in or shipped in for repairs: 140B Overhaul rear axle 3 141B Straighten or repair rear radius rod 30 142B Overhaul differential assembly with shafts 1 30 143B Remove old and press new gear on axle shaft — each 15 Front System Division. The following time covers work on cars driven into the service station: 167 Overhaul front axle including rebushing of springs and perches when necessary, straightening and lining up and adjusting of wheels 3 30 168 Rebush spindle bodies and arms — each side 1 15 160 Replace or straighten front axle (no other repairs) 2 170 Rebush spindle body — each 45 171 Rebush spindle arm — each 30 \ I 62 SERVICE STATION MANAGEMENT. No. Operation. Hts. Min. 172 Replace broken oflF radius rod ball cap stud 2 173 Replace front spring tie bolt or new leaf, including polishing and graphiting of leaves 2 174 Replace front spring or tie bolt only i X5 175 Install or tighten front spring clips 30 176 Tighten radius rod or steering gear ball cap 30 177 Replace radius rod 30 178 Straighten front radius rod and line up front assembly 45 179 Replace spindle arm or body and line up assembly 45 180 Replace radius rod ball cap with new style 30 181 Tighten all sockets and joints of front end 1 182 Replace or straighten spindle or steering gear connecting rod .. 30 Operations 167 and 172 combined on one order 6 Operations 167 and 173 combined on one order 5 Operations 167 and 208B combined on one order 6 Parts brought in or shipped in for repairs: 202B Straighten front axle x 203B Straighten radius rod 3Q 204B Install stud in radius rod 30 205B Rebush spindle body and arm 30 206B Rebush spindle arm jg 207B Rebush spindle body jg 208B Rethread front axle by drilling out and bushing 2 Chassis Division. The following time covers work on cars driven into the service stations: Front end and frame — Model T. 228 Replace front cross member 4 30 229 Replace front cross member when radiator is off 4 230 Straighten front cross member (without removing from car) 2 231 Replace rear cross member 5 232 Replace side member or frame 15 . 233 Install engine pans 45 234 Tighten engine pan 3Q 235 Tighten crank case front end bearing cap 45 236 Install hood chps or springs on hood board— each side 30 237 Free up hand brake lever 30 238 Remove radiator to replace radiator stud or tighten fender brackets 45 239 Replace starting crank ratchet pin 30 240 Replace starting crank or sleeve 45 241 Install running board bracket i 45 242 Repair hand brake lever assembly including replacing of pawl .. 45 243 Replace hand brake lever quadrant without removing run- ning board shield 1 / No. 244 245 246 258 259 260 261 262 263 264 265 276 277 278 279 280 291 292 293 294 295 296 297 298 299 310 311 312 313 323 324 325 LABOR CHARGES. 63 Operation. Hrs. Min. Tighten all bolts and nuts on car 2 Tighten body bracket bolts 3Q Install tail lamp bracket 39 Fejjders and Running Boards. Replace one fender or running board 30 Tighten all fenders, running boards, shields and truss rods . . 1 15 Remove fender or running board and straighten 45 Replace running board shields j 30 Install fender-to-shield bracket — each 30 Install metal tool box 30 Replace rear fender iron 30 Replace truss rods ^0 Dash. Replace dash 3 Replace dash when motor is out 1 15 Tighten dash bracket to body and dash 45 Replace coil box and install Yale lock 1 Replace coil box, install new switch on coil box or repair the ^'^ 30 Steering Gear. Overhaul steering gear, including replacing of quadrant or gear case and rebushing of bracket 2 45 Overhaul steering gear when motor is out 2 Tighten rivets of internal gear case 1 Tighten at dash and rebush bracket i Replace wheel or spider 30 Tighten at dash and post 30 Replace steering gear assembly 2 Rebush bracket only 3Q Tighten steering gear case cover 39 Muffler. Change long exhaust pipe 30 Replace muffler 3Q Repair muffler 45 Repack exhaust pipe pack nut 15 Gas Tank and Line. Repair leak in Touring Car gas tank 1 15 Repair leak in Touring Car gas tank (when necessary to remove body) 5 Clean sediment bulb, gasoline feed line and drain carburetor . . 30 64 SERVICE STATION MANAGEMENT. LABOR CHARGES. 65 Hood. No. Operation. Hre. Min. 396 Straighten hood 1 337 Install hood leather 30 Radiator. 348 Overhaul radiator 5 349 Install new core in radiator 3 350 Repair radiator, solder one or two tubes 1 351 Solder neck or top tank or repair without removing from car . . 15 352 Solder casting to lower or top tank when necessary to remove radiator 1 353 Replace broken pet cock 15 Wheels. 365 Change hub, rear or front 1 366 Replace wheel and tire — each 30 367 Adjust and dope front wheels 30 368 Remove front wheels and replace bearing parts 1 369 Line up front wheels 30 370 Oil and dope car, including graphiting springs 1 Starting, LiGHnNO and Ignition Division. The following time covers work on Cars Driven into the Service StRILL. Pt^e-SS ^- •5"//. /» MOTC^R 3,J^j4--^^S04Z PRESS ^- SPRfr^9^Ei.O STf^^fSfrr^fff/^ PRESS CO /'^e ^T, X so yy^o ^jloo/^s 84 SERVICE STATION MANAGEMENT. ' I "1 ^Oc^r //v nr>\ y v_y /%fCXr/A«- «>> CD CO o HI Sfiomr A>ot9 % 5 CtnttHtu //9 r X so T-t^O A^JLOO/^S SERVICE STATION LAYOUTS. 85 time will be able to see the equipment that the dealer has for efficiently handling repair work. The instances where an iron railing is not taken as an invitation to keep out will be very few. Shop Abbangement. In shops where the volume of business is not sufficient to warrant maintaining the separate departments, the machine shop should be arranged as far as possible to save time in moving units of the car from one point to another. Some dealers locate their machine shop directly back of the stock room, so that there will not be any waste of time in going to and from the stock room for parts. In determining the location of various pieces of equipment in the shop, it should be borne in mind that the importance of a tool depends upon the frequency with which it is used, and the number of men who have occasion to use it. A study of the various operations shows that the arbor press is the most important piece of equipment in this respect, as it is used in transmission, rear axle, and Fordson repairs, also by the motor repair man, and occasionally by the radiator repair man. Accordingly, the arbor press should be located where it is easily accessible to the men engaged in any of the above work. Using the arbor press as a starting point, the transmission bench should be located alongside it, making it handy for the operator. The rear axle bench should be placed on another side of the arbor press, and the Fordson repair bench as closely as possible. The location of the transmission bench should deter- mine the position of the motor stands, as they should be adjoining. The burning-in stand should be located so that it is easily access- ible from the motor bench. The rear axle stand should also be placed alongside the arbor press. The motor and transmission repair benches should be placed nearest the stock room, as the mechanics working on these operations will require more parts from the stock room than the others. Fig. 37 is a layout of a one-story Service Station, carrying out the above plan. If 86 SERVICE STATION MANAGEMENT. ,0-09- CO SERVICE STATION LAYOUTS. 87 Conveyor System of Making Ford Motor Repairs by Which A Model T Motor can be Completely Overhauled in Five Hours. One of the innovations made by the McMillan Motors Cor- poration in its huge plant at 176 South Broadway, Yonkers, N. Y., is the conveyor system of making Ford motor repairs. This is the first time this system has ever been used in any service station and is copied from the Ford manufacturing method. The plan of operation for this system is as follows: The motor is removed from the car or chassis by an expert mechanic and helper and moved by the overhead conveyor into a cleaning vat. The motor is submerged in a boiling solution of cleaning compound for fifteen minutes and is then suspended in the air and the remaining particles of dirt are removed by live steam. The conveyor then moves the motor a few feet and places it upon a disassembling stand. It is then quickly disassembled by two experts, who place the various mechanical units of the motor into special bins and compartments on a motor repair table. This table has a holder or conveyor for the disassembled motor and moves down along sections of tracks on rollers. On one side of this track is located a series of benches to all of which are fitted special tools, jigs and labor-saving devices. The motor bench is moved along this track and mechanics stationed at these benches perform minor operations with the aid of special tools and jigs; and after having repaired and replaced the small mechanical units in the Ford motor, such as the transmission, magneto, carburetor and crank case into perfect condition, they place them back into their respective positions in the motor bench. On the opposite side of the conveyor track is located special power-driven machinery for performing the major or machine operations. The cylinder block is first rebabbitted and the maia bearings bored by an expert in this particular line. The cylinder block is then placed on the conveyor and pushed down the conveyor track and stopped in front of a huge reboring machine. This machine then proceeds to bore out the cylinder walls of the Ford block. (This machine is of special note, as it 7 88 SEEVICE STATION MANAGEMENT. was made to Mr. McMillan's design, weighs 6,000 pounds and will rebore both the Ford and Fordson tractor cylinder blocks, requiring only twelve minutes for the entire operation of rebor- ing the four cylinders.) The block then progresses a few feet on the conveyor and stops in front of a drill press equipped with a hardened steel roller which is run through the cylinder, pressing out the cyUnder walls to the proper size, and at the same time rolling the wall until it is as smooth as glass. The block is then taken in charge by an expert bearing man who proceeds to test out the cam shaft, crank shaft and connecting rods for perfect align- ment. After these parts have been tested and made 99 per cent, true, they are assembled in the cylinder block and the bearing caps filed or shims removed until there is a rock between the cyl- inder block and the cap of 10/1,000 to 15/1,000 of an inch. These bearing caps are then bolted to the cylinder block which is then strapped into a huge machine which is driven by a 20- H.P. motor. This machine revolves the crank shaft and the frictional heat of the crank shaft revolving between the bearings causes the babbitt in the bearings to get hot and melt. As the shaft revolves it has a tendency to pack the babbitt, leaving a beautiful glass-like surface on the bearings. This is what is known as the buming-in process and always gives at least a 95 per cent, bearing and lasts 100 per cent, longer than the hand scraped method and is done in one tenth the time. The final assembling now takes place as the units of the motor have arrived at the end of the conveyor track. Two expert assemblers very quickly take the motor and place it on a motor test stand. The motor is then run at 1,000 revolutions a minute for thirty minutes to limber up the cold motor. Then the motor is started on its own power and given a one hour block test, during which time the tester makes all necessary adjustments and makes every class of inspection to see that the motor is performing as it should. When this test is completed the motor is picked up by the overhead conveyor system and is returned to the chassis from which it was removed. The same two experts that formerly removed this now replace it and the job is completed. The total elapsed time is five to six hours and Mr. McMillan SERVICE STATION LAYOUTS. 89 states that these same operations will soon be performed in four and one half hours. The entire service plant of this company is departmentalized and the following departments have all been equipped with the very best of labor-saving equipment to facili- tate repairs on Ford cars: Motor Repair Department, Electrical Department, Testing Department, Radiator Repair Department, Emergency Repair Department, Block Testing Department, New Car Department, Blacksmith and Welding Department, Battery Charging Department, Top and Body Department, Rear and Front Axle Department. Each of the above maintained departments has a competent foreman and the necessary workmen under him to turn out work rapidly and efficiently. In order to supply this huge plant with the necessary material, a stock-room is maintained on every floor where the necessary materials for all operations performed on that floor are kept. This plant is now turning out an average of fifty to sixty jobs a day and has a capacity of one hundred and fifty jobs per day. fi CHAPTER VI. SERVICE STATION EQUIPMENT. In the following list is shown the tools, jigs, fixtures, machines, etc., required for completely overhauling a Model T car, truck and Fordson tractor. Mechanical Tools. The following may be secured from the Ford Motor Co. Wrenches. T 1349 Hub cap wrench. T 1387 Adjustable wrench. T 1917 Double end wrench. T 2335 Spark plug and cylinder head bolt wrench. 3Z616 Rear ^e housing nut bolt wrench. 3Z619 Crank shaft bearing bolt wrench (oval head). 3Z620 Drive shaft housing stud nut wrench for 13/32 in. nut. 3Z624 Exhaust pack nut open end wrench. 3Z627 Rear axle entering wrench. 3Z629 Rear spring perch nut open end wrench. 3Z643 3/8 in. T socket wrench. 3Z644 Socket wrench for crank shaft bearing bolt nut. 3Z645 3/8 in. L socket wrench. 3Z646 3/8 in. open end wrench. 3Z647 Connecting rod clamp screw wrench. 3Z655 Large cam gear lock nut wrench. 3Z670 Fan bracket bolt nut wrench. 3Z673 Body bracket con. bolt T wrench front and center. 3Z675 Rear axle nut open end wrench. 3Z686 Body bracket con. bolt holding open end wrench. 3Z698 Cylinder water outlet connection screw brace wrench. Brake shoe support bolt brace wrench (Order 3Z698). Drive shaft bearing housing screw brace wrench (Order 3Z698). 3Z699 Spindle cone adjusting open end wrench. 3Z719 Body bracket con. bolt R and L wrench. 3Z751 Rear axle housing plug brace wrench. 3Z765 Coil to dash bolt and nut brace wrench. 3Z775 3/8 in. socket wrench. 3Z782 Crank shaft bearing bolt wrench. 3Z783 Connecting rod T wrench. 90 SERVICE STATION EQUIPMENT. 91 3Z786 Cylinder head cap screw brace wrench. 3Z790 Drive shaft pinion T wrench. 3Z1173 Front radius rod ball cap screw brace wrench. 3Z1179 Fly wheel cap screw wrench. 3Z1223B 3/8 in. brace socket wrench. 3Z2034 Transmission band ratchet wrench. 3Z2010 Connecting rod cap bolt nut L wrench (Cyl. No. 4). 3Z2304 Connecting rod cap bolt nut universal joint wrench (Cyl. No. 4). Reamebs. 28Z20 Piston bushing. 28Z67 Cam shaft bearing bushing. 28Z97 Slow speed gear bushing. 28Z109 Spindle bushing. 28Z132 High speed driven gear sleeve bushing. 28Z186 Spindle arm and spring perch bushing. 28Z253 Reverse gear bushing (expansion). 15/16 in. Transmission driving plate bushing (carbon-hand). 21/64 in. 1/64 in. oversize valve stem T.S.H.S. fluted chucking. 29/64 in. 1/64 in. oversize push rod T.S.H.S. fluted chucking. .697 Planet gear bushing (expansion). .753 Steering bracket bushing and starting crank sleeve T.S.H.S. 28Z475 Line reamer for cam shaft bearing. Small Tools. 3Z602 Valve spring lift. 3Z604 Valve grinder. 3Z611 Transmisaon driving gear and small time gear puller. 3Z612 Rear wheel puller assembly. 3Z614 Transmission clutch disc drum puller. 3Z617A Valve seat reamer. 3Z652 Piston ring squeezer. 3Z1956 Spindle arm bushing driver. 3Z2257 Rear wheel puller for truck. 3Z2316 Fixture for assembling Timken Roller Bearing cups to front wheels. 24Z1192 Commutator gauge. The following may be secured from the manufacturers of service station equipment. Complete set carburetor repair tools. Complete set coil unit adjusting tools. Arbor Press Bushing Drivers and Ball Race Toous, Spindle body bushing driver. Inner or outer ball race remover. Spindle arm bushing driver. r Wm SERVICE STATION MANAGEMENT. I Triple gear bushing and wrist pin driver. Transmission brake drum driver. Tool for driving timing gear on crank shaft. Tool for driving roller bearing sleeve on propeller shaft. Front wheel outer ball race driver. Slow speed bushing driver. Front wheel inner ball race driver. Reverse drum bushing driver. Driven gear puller block. Machines, Jigs, Fixtures, Etc. Burning in machine for Ford and Fordson. Bear axle stand. Piston clamp for Ford and Fordson. Ck>nnecting rod alignment and straightening jig for Ford and Foidson. Cylinder reboring machine for Ford and Fordson. Rebabbitting fixture and boring bar for Ford and Foidson. Differential holding plate. Arbor press. Straightening press. Air compressor with tank. Grinding and buffing stand. Motor bench stand. Turning bar for turning motor after transmission assembled to crank shaft. Testing bar to try connecting rod bearings. One man tow bar. Emergency wheel clamping device. Front axle straightening and bending bar. Radiator repair outfit. Transmission drum support. Transmission drum clamping device. Cylinder clamp plate for bearing work. Cylinder clamp plate for fitting pistons. Bending iron for lamp brackets, fender irons, etc. Front end hook. Rear end hook. Motor hook. Body lifting hooks. Chain fall or portable crane. Quick Easy Ford Jack. Commutator pull rod bending iron. Rear axle roller bearing sleeve puller. Cam shaft gear puller. Transmission band relining machine. Feelers or thickness gauge. 1 in. to 2 in. micrometers. in. to 1 in. micrometers. ^^ SERVICE STATION EQUIPMENT. 93 12 in. scale. 6 in. scale. ExTBA Tools for Fordson Repairs. Wrenches. Speed socket wrench for primary contact, air washer and exhaust tube bracket, size of socket 13/32 in. L socket wrench for }4 in. S.A.E. cap screw on 1387, size of socket 15/32 in. T socket wrench for nut on connecting rod cap, size of socket 25/32 in. Speed socket wrench for 7/8 in. hexagon head cap screw used on rear axle housing assembly, size of socket 29/32 in. T socket wrench for clutch driven drum nut, size of socket 1 29/32 in. 24 in. speed wrench used in connection with 1381-1529-1749-1758, size of socket 25/32 in. Hexagon speed wrench for rear wheel cap screw, size of socket 1 3/32 in. Combination L wrench and chisel for rear wheel, size of socket 1 3/32 in. Speed wrench for transmission housing bolt nut, size of socket .635. Reamers. Valve bushing reamer .312-.314. Transmission reverse idler bushing reamer 1.124r-1.125. Note: The remaining bushings in the Fordson tractor are manufactured with sufficient clearance, so that reaming is not necessary. Small Tools and Fixtures. Radiator test fixture. Front yoke locking device. Motor lifting device. Fixture for assembling and disassembling clutch (use fixture for assembling roller bearing cups in front wheels). Rear wheel bushing puller. Valve reseating tool. Valve Ufter. Piston ring squeezer. Rest plate for removing bearings from transmission drive shaft. Rest plate for removing bearing from lower transmission shaft. Rest plaie for removing bearing from upper transmission shaft. Rest plate for removing bearing from worm shJft. The use of many of the tools, machines, etc., is too well known to require explanation here. The advantages of using certain tools, also points to be considered in choosing tools, will be discussed. 94 SERVICE STATION MANAGEMENT, I Rbbabbitting Jig and Line Reaming Fixture. Before putting in new babbitt, it is essential that all the old be thoroughly removed. First, cut out a strip of babbitt at the bottom of the bearing with a cold chisel, and then drive out the other two pieces, as illustrated in Fig. 38. Fig. 38. Usually, the babbitt in the anchor holes comes out with the pieces, but if not it should be drilled out. Babbitt can be successfully poured only on a clean dry surface. If any dirt or grit is present it will come to the surface of the hot metal, resulting in a scored crank shaft or injury to the boring tool. The presence of either water or oil in even the minutest particles will cause blow holes in the babbitt, while a larger quantity of either will make pouring of the babbitt entirely impossible. It is very important that the proper grade of babbitt be used. The only assurance of obtaining the correct mixture is to purchase it from the Ford Motor Company. This babbitt is harder than most babbitts, and is the only kind which has proved entirely satisfactory. It is also very important that the metal be of the proper temperature for pouring. The correct temperature is from 800 to 840 degrees Fahrenheit, and it is only at this temperature that i \1 SERVICE STATION EQUIPMENT. 95 perfect bearings can be poured. A pyrometer should be used if at all available, but in the absence of one the temperature may be estimated by the appearance of the metal. At about 900 degrees the pot and metal turn red and the metal "burns," coating rapidly when the scum is scraped ofif. When the tem- perature is correct, the metal appears like quicksilver, and Fig. 39. tarnishes slowly when the scum is scraped off, the coat of tarnish showing all colors. When too cold, the metal acts sluggish and the tarnish takes on a dull appearance. Some mechanics test the temperature with a piece of soft pine. The stick should char immediately, but will not catch fire unless held in the metal for some time. The stick should be perfectly dry, as the moisture would cause the metal to fly off, endangering the operator. Equipment manufacturers furnish instructions for setting-up their equipment for forming the bearings. The bar should be provided with plugs to fill the oil holes to prevent the babbitt from flowing through them; if there are no plugs for this purpose, asbestos waste should be used. There is a difference of opinion about heating the block and molding bar, or pouring into cold blocks. Heating in an open flame causes a carbon deposit; it would appear, therefore, that the cleaner condition of the parts when cold would make pouring into cold blocks the more effective. Best results have been obtained when pouring into cold blocks. In order that the ladle used in pouring may be of about II I m SERVICE STATION MANAGEMENT. the same temperature as the metal, it should be in the pot while bringing the metal to heat. When ready to pour either two ladles or a two-lip ladle should be filled with the babbitt, pushing the scum back to provide only clean metal for the bearings. The bearittgs should then be poured rapidly from both sides at the same instant as shown in Fig. 39. A liberal amount of babbitt— more than required to form the bearing— should be poured. As the bearings set quickly, the bar may be moved immediately after they have been poured. Next, cut off the "wing" with a chisel, as illustrated in Fig. 40. Fig. 40. Notice that the chisel is used from the "in" side of the bearing. Finally the bearings are peened to conform with the cylinder block. A round bar .010 larger than the molding bar may be Fig. 41. SERVICE STATION EQUIPMENT. 97 used for this purpose. Lay the bar in the bearing and strike it with a lead hammer (Fig. 41). Next in order is the line reaming operation. The equipment manufacturers furnish instructions with the machines for this purpose. It is important that the finished bearing be the correct ' distance below the lower surface of the block, and, as there is no adjustment on the center distance of the time gears, it is essential that the fixture locates from both cam shaft holes (Fig. 42). Fig. 42. If the caps are to be bored at the same time as the cylinders, temporary shims .0126 are placed under each side of the cap before drawing down the bolt. These shims are later replaced by thinner ones when installing the crank shaft. After boring, dress off the edges at an angle of 45°. The boring turns up a wire edge which should be removed with either a file or a bearing scraper. The surface on which the cap rests should be free from dirt, babbitt or burrs. The ends of the bearings should be finished off at 3/16 radius to clear the radius in the crankshaft. The tool used for reaming the bearings may be provided with a cutter for this purpose or this may be done with a bearing scraper, no special care being necessary as the radius is not a working surface. The center and main (rear) bearings are provided with oil holes and grooves; they should now be cleared out. Usually the bar is made to form these grooves; if not, chip them out with a cape chisel, as illustrated in Fig. 43. Next, lay the crank shaft in the bearing, and, with a mill file, dress off the babbitt extending over the ends of the main bearing and cap, until the shaft fits well down in the bearing. I I- 98 SERVICE STATION MANAGEMENT. The end-play in new jobs should be about .004. All the play is taken up by the main (rear) bearing and its cap. The center and front bearing should have clearance to allow for unequal expansion of the shaft and cylinder block. Fig. 43. The alignment of the bearings should be checked. The proper way to do this is with a test bar or straight edge which will cover the three bearings at once. In using the bar, lay down strips of thin cigarette paper on the bearings with one end protruding. Lay the bar in place and try to withdraw the papers. If the bearings are in line all papers will feel the weight of the bar. The alignment of the bearings may be checked by the crank shaft which should first be straightened to the limits given in Fig. 44. ^£fi t._... .- ■••/ Fig. 44. The shaft is tried in the bearing by tapping the ends and cen- ter to test for rock. Another way is to put a narrow strip of SERVICE STATION EQUIPMENT. 99 I I thin paper in the bottom of each bearing. The shaft is then laid in place and by pulling on the papers the fit of the shaft may be tested in all excepting the main (rear) bearing, in which the end clearance may be sufiiciently small to grip the paper, giving a false impression. After checking the shaft in one position it should be turned half way around and checked again. If found to be correct, the bearings, both in the block and on the shaft, should be oiled and the shaft replaced. In assembling the crank shaft, either new or rebabbitted caps should be used, and an equal number of shims should be placed under each side, sufficient in quantity to allow a rock of .006; that is, the bearing will be drawn down .002 to .003 for burning in. These shims vary from .002 in. to .0025 in. in thickness. These may be purchased from the Ford Motor Company. Two or three shims under each side is the usual number. The bolts should then be drawn down as tightly as possible, without strain- ing the threads. The following test for tightness of the bearings may be made with the turning bar: Loosen two of the caps and try to turn the crank shaft over with the turning bar. The bearing should hold the shaft so that taking an 18 in. to 20 in. hold on the bar the repair man will be just able to turn the shaft over. In the same way test the other two bearings. With more than one bearing tight the repair man should be unable to turn the shaft until after the block has been run in. BuRNiNG-iN Machines. The use of the burning-in machine enables the repair man to obtain a closer fit of the bearings, pistons, etc., than would be possible under the old method of scraping the bearings in by hand. The speed at which the burning-in machine should be operated varies with the different makes of stands, the strain on the stand and the driving unit being the main consideration. The bearings should be burned in until they smoke freely, and should be oiled during the process of burning in. If they do not smoke it indicates a loose fit, and some shims should be removed from each side, the bearings being tightened and burned in again. When sufficiently burned in, the shaft may be turned ) ! 100 SERVICE STATION MANAGEMENT. Fig. 45. over by the hand wheel on the burning-in stand or by means of a 20-inch bar equipped with pins to fit into the holes (not dowel pin holes) in the crank shaft flange. When this condition is obtained, the main (rear) bearing cap should be removed and inspected. There should be a bearing the entire length of the cap and covering at least 80 per cent, of the surface. If the cap does not meet these requirements, it should be burned in again, taking out one or more shims from each side. While it is not necessary for an experienced operator to remove the caps, it is advisable for the beginner to do so on the first few blocks so that he may be sure his work is correctly done. Most of the burning- in machines on the market are provided with an oil sump, also the necessary attachments so that after the block has been burned in it may be turned over and the bearings run in, in oil. This operation, when used, should be performed after the buming-in process is completed, and is done for the purpose of limbering up the bearings before assembling the motor. In Fig. 45 is shown a buming-in machine. SERVICE STATION EQUIPMENT. The Cylinder Reboring Machine. 101 A cylinder reboring machine is a necessity in any shop doing a reasonable amount of motor repair work. By the use of a cylinder reboring machine a cylinder block may be rebored to receive the standard oversize pistons furnished by the manufacturers. Cylinder reboring is far ahead of the old method of lapping-in pistons. By reboring, cylinders which are not scored or worn out of round more than 1/32 of an inch, can be put in condition for further use. This would be impossible under the old lapping-in method. Furthermore the use of any abrasive substance such as lapping-in compounds is not good practice, as particles of the compound may cling to the cylinder walls with detrimental effect. With the use of a good cylinder reboring machine, a cylinder block may be rebored in a few minutes, whereas under the old method it sometimes took days to lap-in pistons. A cylinder reboring machine should include a burnishing tool. A burnishing tool will smooth the walls of the cylinder so that a job can be turned out equally as good as an unburnished job after several months' usage. The use of this tool increases the efficiency of the work, and tends to make a better mechanical job. There are many cylinder reboring tools on the market, but in selecting a tool, one should be particular to see that it is provided with a pilot to guide the cutter head the entire depth of the cylinder. The pilot should locate at both the top and bottom of the cylinder bore. There is a tendency on the part of the cutter head to follow the bore of the cylinder, and by guiding the cutter head by means of the pilot, it cannot run out of line. Furthermore by the use of the pilot, when properly located, the relation of the cutter head to the walls of the cylinder cannot be changed, regardless of the angle at which power is applied, or any change in the position of the cylinder block. The most satisfactory results may be obtained from reboring tools by using them under a drill press. In fact, hand operated reboring tools have not proven a success. In order to provide for both Ford and Fordson blocks, a 26 in. back-geared, power- feed drill press should be used. m 102 SERVICE STATION MANAGEMENT. !*»^'^ o PE4 SERVICE STATION EQUIPMENT. The Motor Stand. 103 There are many motor stands on the market which may be purchased from the equipment manufacturers. Fig. 46 shows a very good stand which may be made up locally. This bench can be made up from the specifications given, and if desired, a vise can be installed in the center. At one end, a clamp plate should be mounted to hold the cylinder block in position for scraping bearings and fitting the crank shaft. At the other end a fixture should be attached for holding the cylinder block in position for fitting pistons, assembling transmission to block, installing valves, push rods, cam shafts, time gears, etc. The clamping plates may be purchased from the manufacturers of Service Station equipment. The manufacturers of Service Station equipment have placed on the market, pedestals, on which these clamp plates may be assembled. These pedestals, with fixtures, tend to make a neat, attractive looking shop. All-position motor stands are on the market, which enable the mechanic to turn the block to almost any position for per- forming the different operations. The Rear Axle Stand. Fig. 47 shows a rear axle stand which may be made up locally. By the use of this stand, every part of the assembly is exposed to the workman; bolts, nuts, gears, etc., may be dropped in the box while working on the assembly. The tools required on the job may also be placed in the boxes. A drip pan made of sheet iron, to catch the oil and grease when taking down the assembly, is part of this equipment. There are many good rear axle stands on the market. These rear axle stands, as in the case of the motor stand, are more sanitary, and aid in keeping a shop clean and neat. Motor Trucks. In Figs. 48 and 49 are shown motor trucks which may be made up locally from the specifications given. The truck in Fig. 48 shows the motor in position for installing the crank case. The truck is equipped with casters, and after 8 r i- ;,. z^tr «KO kot 2d 1 z V Y CE h Q. < / DC J 1- to A/ zX / ./ , lu ,\ Tm^ a: tfwsW^ .S^ ^ « <^ CM W ^ \ M X . \ n ■^ \ H lOt^ 1 «■ X ^f" 2 Zh- *T /-^. 't - 4 >aX .S2 <9o) (0 111 ■J? 0^ jUa CO. LN«0 ^y; 50V '% ■i2'«> .9r 7 (104) UJ CM OH o ' . ^ ,,.,, • > \ 2 a: /^w (5) UJ - rr ''\ . '-1© N>/ \ sz = IRON a CD ■ : i 1 ^ s zu (VI V3^ 1 ^Ih '- ^ '^^^^^^^^^^^1 tUvM ao (105) r 5^ r^CC •oMo . X(n 2q k *0> \ ^ i -■siv k z \J Y cc h a < / (£ J •• 00 L C104) o o) il b i; im pi H"" ' .. I I lllll l ,.. ! ln.W -" ■I" ' !l ll ! i|| i| p iii p l «W ^^^^ ^ ^^ ^^ ^^^ ^ ' Minnw i nw ■ II WWWIil ii ' a iJB ' WUllHlii lii z a m CM iaiUiillaiiM — (106) J 6 SERVICE STATION EQUIPMENT. 107 W!i;my(mm9mmm^ * ■■ f i ! V 1 1 ! ' u ' JiBI I" STRAP JRON CURVED- a FASTENED ON BACK SIDE OF GAUGE r. SLIDE HERE ,, n> III .i TOP VIEW gXI'STRAP IRON GROOVED IN WOOD 55"WHEN CLOSED -CAN EXTEND TO |^m SLOT ABOUT i 5" LONG I STRAP IRON PARTED HERE ly Fig. 50. 108 SERVICE STATION MANAGEMENT. completing the repairs at the motor bench, the truck may be rolled up to the end of the bench, the clamp loosened and the motor easily tipped over on to the truck. The truck in Fig. 49 shows the motor in position for installing the transmission cover, carburetor, water connections, and in fact any parts necessary to complete the assembly. In order to remove the motor from the truck shown in Fig. 48 to this truck, one workman should insert an iron bar in the end of the driving plate sleeve, another workman taking hold of the front end of the crank case. In this way the motor can be easily transferred. The Front Wheel Gauge. Fig. 50 shows a front wheel gauge in position for lining up the wheels. Fig. 51, The gauge should be set at right angles to the floor, and the cross bar adjusted so that either end will touch the felloe of the wheel. Then without disturbing the adjustment, lift out the gauge, placing it back of the axle in the same perpendicular position. If the cross bar does not fit in between the felloes SERVICE STATION EQUIPMENT. 109 as it did in front, the wheels are out of line. To bring the wheels back in line, turn the yoke in the spindle connecting rod until the proper adjustment is made. In some cases it may be necessary to replace the spindle arm. This gauge can be easily constructed from the specifications given. Piston Clamp. The piston clamp shown in Fig. 51 is very essential when assembling the connecting rod. Fig. 52. Under the old method of holding the piston in a vise, a great number of connecting rods were twisted when assembling, due to t . 110 SERVICE STATION MANAGEMENT. the pressure to which the connecting rod is subjected when assembled in this manner. The clamp is also used for holding the pistons while reaming piston pin bushings. The use of this device tends to prevent motor knocks. A piston clamp should be chosen that will take both Ford and Fordson pistons. Connecting Rod Alignment Jig. In Fig. 52 is shown a connecting rod alignment jig. In choosing a connecting rod alignment jig, one should be selected that will receive both the Ford and Fordson rod and piston. It should be equipped with an arm in order to test the alignment of the complete piston and connecting rod assembly. The jig without the arm will indicate whether the rod is bent or twisted, but it is necessary to have the arm in order to determine if the complete assembly is in perfect alignment. The use of this jig in determining the correct alignment of the piston and rod, will prevent many comebacks in motor over- haul work due to knocks developing. The Differential Holding Plate. Fig. 53 shows a differential holding plate. Fig. 53. This is one of the greatest time savers that a Service Station can install. It should be attached to a work bench convenient to the repair stand. Fig. 54. k SERVICE STATION EQUIPMENT. HI The purpose of this fixture is to hold the internal rear axle assembly while assembling or disassembling. Instead of putting one of the rear axle shafts in a vise and holding it while working on the differential case or ring gear the mechanic simply sHps the axle shaft assembly, which is held in a perpendicular position, through the slot. The assembly when in position to assemble Fig. 54. or disassemble is prevented fromti;rning by the dowel pins in the mortise space coming in contact with the heads of the cap screws which hold the ring gear to the differential case flange. If the entire assembly is reversed, the dowel pins on the surface of the plate engage the teeth of the gear. If the gear is off and the cap screws are out, the dowel pins in the mortise space will enter the holes in the differential case flange. The advantage of this differential holding jig over the vise method of holding the as- sembly while work is being done, is that it saves the time of tightening and loosening the vise jaws for the different operations, besides the convenience of holding the assembly in a position which makes it more accessible for the mechanic. ;i ;.1 ; I 112 SERVICE STATION MANAGEMENT. d SERVICE STATION EQUIPMENT. 113 Dent Puller or Tube Holder. available. 12 in. Mill File. Index. Can be made by a repair man if a forge is Tools, 3 to 3 7 inclu- 4 sive, used 5 in testing 6 the radia- 7 tor. Stretch-All Outlet Air Connection, to which the hose is attached. Outlet Test Plug. Inlet Test Plug. Filler Flange Plug. Inlet Air Connection. Screws into petcock hole in radiator. Made from 3/16 in. to 1/4 in. stock. the 8 9 Dent Puller. Made from 3/16 in. to 1/4 in. stock. 10 Hacksaw for cutting tubes. Made by soldering a piece of tube to a broken hacksaw blade. 11 Weight for holding overflow tube down while soldering. 12 Soldering Iron. 13 1/4 in. Rat Tail File. 14 10 in. Square Nose Pliers. 15 Fin Spacer. Drill and saw out a piece of sheet metal 3/16 in. thick to fit by the tubes. 16 Tube Spreader, Right Angle made of 3/16 in. to 1/4 in. stock. 17 Tube Cleaner, 1/8 in. stock. Fin spreader 1/4 in. stock for holes in fin. ri l: n l.!| 114 SERVICE STATION MANAGEMENT. SERVICE STATION EQUIPMENT. 115 18 Acid Brush. Made by inserting horsehair into a copper tube, flattening the tube and trimming the rough ends of the hair. 19 Weaver's PUers. 20 Fin Comb. 21 Fiber Brush. 22 Tube Regulator. 23 Tube Cutter. Made from broken hacksaw blade with a tube handle. Fill handle with solder. 24 Rivet Bucker. 25 Fin and Header Bar. Made of 1/2 in. stock and flattened on the end. 26 Cold Chisel. 27 Small Tinner's Hammer. 28 Acid Jar. 29 Sal Ammoniac Jar. 30 Radiator Block. 8 in. square, 4 in. deep, made of wood with radius to fit 1917 radiator top tank. 31 1/16 in. Punch. 32 8 in. Shears. 116 SERVICE STATION MANAGEMENT. ^li ; ^ & s: >: 8 ■m O SERVICE STATION EQUIPMENT. 117 The differential holding jig was the most important piece of equipment which enabled a large Service Station to completely overhaul a Model T rear axle assembly in 57 minutes and 20 seconds. Radiator Repair Tools. Complete sets of radiator repair tools as illustrated in Fig. 55, may be purchased from the manufacturers of Service Station Equipment. Directions for using the tools may be obtained by writing any branch of the Ford Motor Co. Fig. 56 is a radiator repair bench, including test tank. The Service Station will be able to have this repair bench made up locally from the specifications given. Radiator test tanks may be purchased from the manufacturers of Service Station equip- ment. In Fig. 57 is shown a gas torch which is very efficient in making radiator repairs wherever natural or artificial gas is avail- able. This torch may be purchased from the manufacturers of Service Station equipment. In using the torch, the workman Fig. 57. grasps it with his fingers on the valve, a slight pressure opens the valve, permitting the flow of gas, which is ignited from the pilot light. When the pressure is removed the valve closes, thus shutting off the gas. If the torch is laid down by a workman during the course of repairs, the flow of gas is automatically stopped. It is estimated that a saving of at least 50 per cent, in gas, and 10 per cent, in the workman's time is effected by the use of this type of torch. Where natural or artificial gas is not available, then an electrician's blow torch may be used to good advantage in radiator work. 118 8EKVICE STATION MANAGEMENT. J ¥u,. PiX'd. Fid. 58b. Test for locating trouble in the itarting and iigliting tsytitem. Fig. 59. Tester, for determining the condition of the battery, 9 bUj. GO. Coil unit and magneto tester. (119) :.|.J III ;ii!!l";;Tl i ii::;: m 120 SERVICE STATION MANAGEMENT. Fig. 61. Coil unit adjusting tools. SERVICE STATION EQUIPMENT. 121 ill Fig. 62. Test stand for testing and adjusting starting motors, generators and cut-outs. Fig. 63. Tester for locating electrical troubles in armature. I I ! 1 1 I' 122 SERVICE STATION MANAGEMENT. •| CO 6 SERVICE STATION EQUIPMENT. 123 Tools and Testing Devices for Use in Adjusting and Repairing the Electrical System of the Model T Car. Motor and Generator Repair Tools. 1 — ^Pole Piece Spreader. For expanding motor and generator frame so as to get the proper air gap between the armature and pole piece, which air gap must be maintained within a few thousandths of an inch in order to give the best performance. 2 — Pole Piece, Double Gauge. A special "Go" and "No Go" gauge for measuring the polar diameter of generator and motor and for checking up the air gap. 3 — Pole Piece Screw Driver. A specially designed fixture for disassembling and reassembling the pole pieces from motor and generator frame. 4 — Screw Driver Wrench. A standard wrench for operating pole piece screw driver. 5 — ^Armature Ejector Special tool for pushing armature assembly and bearing out of drive end bonnet. 6 — Pinion Puller. Used for pulling generator drive pinion off generator shaft. 7— Small Bearing Puller. Used for pulling small ball bearing off generator shaft. 8 — Large Bearing Puller. Used for pulUng large ball bearing off generator shaft. 9 — Combination Bonnet Fixture. Used for pulling plain bearing out of bUnd end bonnet on starting- motor and ball bearing out of blind end bonnet on generator. Also, for re-inserting plain bushing in motor end bonnet. All of these bearings must be placed accurately and line up properly, which this tool does automatically. 10 — Brush Sander. The fixture locates from the bearing in the brush end bracket and from the inside of the yoke. Two individual bushings are fur- nished, one for the generator and one for the motor brushes. 11 — Bearing Driver. Used for driving small ball bearings on generator shaft. 12 — Pole Screw Punch. Used for locking and unlocking pole screws in frame. 13— Third Bnish Wrench. Used for setting generator third brush. 14 — Brush Lifter. Used for lifting brushes on generator and motor. The electrical tools and devices may be purchased from the manufacturers of service station equipment. Full instructions on the use of the tools will be furnished by the manufacturers. 4'i V I CHAPTER VII. SHOP MANAGEMENT. Cleanliness. Every dealer and Service Station owner should pay particular attention to the appearance of his establishment. This applies not only to the salesroom, stock room and shop, but also to the employes. It is more sharply evident every day, that up-to- date business demands cleanliness and neatness in appearance, not only in the individual personally, but also in the place of business. An improperly kept salesroom, stock room or shop, goes hand in hand with missing appointments, forgetting pros- pects, indifferent service to owners and the general unsystematic handling of everything. Clean, attractive quarters have long been recognized by merchandising experts as essential to making and retaining customers. General Rules for Cleanliness. Walls and ceiling should be kept painted or whitewashed. Metal boxes or buckets should be provided in the shop, to care for rags, paper, etc. Lockers should be provided for the shop men. Stairways should be swept daily. Lavatories cleaned and disinfected. Empty packing cases should be stored in good order, in some out-of-the-way place, so as not to be the first thing to attract the customer's attention. Suggestion for Smaller Shops. One dealer, in order to keep his shop clean, has adopted the following practice: a bell rings at fifteen minutes before the noonday lunch and again at fifteen minutes before closing time in the evening. At the sound of the bell, each man cleans his tools and his particular part of the bench or machine. The dealer states that the men like this practice as it gives them a clean place in which to work, causes fewer headaches from gases, 124 SHOP MANAGEMENT. 125 greases and other dirt, and gives them the benefit of clean-up service twice each day at very little expense. Although this plan is probably not practicable in the larger shops, still in the smaller shops, particularly where porters are not employed to clean the premises after the shop is closed, it might be adopted to good advantage. Eliminate Fire Hazards. Fires should be prevented by eliminating the cause. Em- ployes should be properly educated to eliminate these hazards, and equipment for extinguishing a fire in its early stage should be installed. Fire hazards in garages and repair shops are very numerous, and extra precaution should be taken to eliminate them. General Rules for Eliminating Fire Hazards. Smoking in the shop should be absolutely prohibited by every- one — ^both employe and patron. Signs to this effect should be posted in conspicuous places. Filthy conditions, such as oily waste and rags, dirty overalls and accumulations of oil and grease on the floors, should not be tolerated. A metal receptacle should be provided for oily waste and rags, and the workmen should be instructed to do their part in pre- venting oil and grease from accumulating on the floors. All packing and excelsior should be immediately removed from the building after unpacking shipments, as these materials as well as oily rags and waste, are spontaneously combustible. GasoHne should be carefully handled; it should always be kept in a closed can, which should be painted red, and marked "gasoline." Gasoline should not be run into the sewers nor used generally to clean the floors or walls. If gasoline is accidentally spilled on the floor, windows and doors should be opened, to carry the fumes, and until the air is clear, all operations likely to produce a spark should be sus- pended. The electric extension lamp used around and under cars, while making repairs, should be inspected at least once a week to see that there are no loose connections, that the insulation is not I If 126 SERVICE STATION MANAGEMENT. worn off, and that no wires are left exposed, which would cause short circuits. There should be a guard placed over the bulb to prevent its being broken. Fire Extinguishing Equipment. Whenever possible a garage should be equipped with auto- matic sprinklers and a plentiful supply of soda and acid fire extinguishers, of the three-gallon type, distributed throughout the building. Most fires, if discovered in the incipient stage, can be readily extinguished by opening a sprinkler head or by the hand sprinkler before any serious damage occurs. The soda and acid sprinkler is better applied to the fire as a spray than as a single stream. If the thumb is held over the nozzle a spray is produced which will cover more surface than a single stream. The soda and acid should be washed off highly polished surfaces immediately to prevent any destructive action. Danger from Static Electricity. Every mechanic knows that electricity is produced by rubbing two substances together, as, for example, the sparks which jump from a running machine belt to one's hand in cold weather. In the same way, static electricity is generated by the friction be- tween moving gasoline and its container. If some means is not provided to conduct this electricity away from the container, it will build up until there is sufficient amount to jump a small gap, causing a spark, which will ignite the gasoline. By following the rules appearing in "Motor Vehicles and Safety" published by the Travelers Insurance Company, of Hartford, Conn., the danger from this source may be eliminated. The following advice is given by the National Board of Fire Underwriters, for preventing fires due to the generation of static electricity when pouring gasoline : 1. Never use a hose except of metal or metal lined, making it of the non-static type, which should be in metallic contact with the supply tank. Rest the nozzle at the end of the hose in the filling opening of the tank or can. 2. Never use anything but a metal can or tank. Use approved containers. SHOP MANAGEMENT. 127 3. Never use anything but an unpainted metal funnel. 4. In pouring from an open mouth can, rest the can on the funnel. Be sure the funnel is in metallic contact with the recep- tacle being filled. 5. Never hold a chamois skin away from the funnel, but allow it to rest against it. 6. Never let a stream of gasoline fall any distance to any kind of receptacle from a valve or nozzle above. Gasoline passing through the air generates static electricity. 7. In filling tank wagons, if the funnel is suspended from the filling pipe allowance must be made for the lowering of the tank because of the compression of the springs. Safety Practice. It is the duty of the owner or manager of a Service Station, to look after the welfare of the employes. Even a slight injury may cause the best workman to be "laid up" when you most need him. In addition, most states require the payment of compensation. Every possible precaution should be taken to eliminate this item of expense. Immediate treatment of all injuries, no matter how slight, is one of the first principles of safety practice. Fig. 65 shows a Fig. 65. First Aid Cabinet, which should be part of the equipment of every Service Station. A book of instructions is furnished with these cabinets, and there should be at least one competent person in every Service Station who is familiar with the methods of administering first aid. 126 SERVICE STATION MANAGEMENT. lil'l I 1 » worn off, and that no wires are left exposed, which would cause short circuits. There should be a guard placed over the bulb to prevent its being broken. Fire Extinguishing Equipment. Whenever possible a garage should be equipped with auto- matic sprinklers and a plentiful supply of soda and acid fire extinguishers, of the three-gallon type, distributed throughout the building. Most fires, if discovered in the incipient stage, can be readily extinguished by opening a sprinkler head or by the hand sprinkler before any serious damage occurs. The soda and acid sprinkler is better applied to the fire as a spray than as a single stream. If the thumb is held over the nozzle a spray is produced which will cover more surface than a single stream. The soda and acid should be washed off highly polished surfaces immediately to prevent any destructive action. Danger from Static Electricity. Everj^ mechanic knows that electricity is produced by rubbing two substances together, as, for example, the sparks which jump from a running machine belt to one's hand in cold weather. In the same way, static electricity is generated by the friction be- tween moving gasoline and its container. If some means is not provided to conduct this electricity away from the container, it will build up until there is sufficient amount to jump a small gap, causing a spark, which will ignite the gasoline. By following the rules appearing in "Motor Vehicles and Safety" published by the Travelers Insurance Company, of Hartford, Conn., the danger from this source may be eliminated. The following advice is given by the National Board of Fire Underwriters, for preventing fires due to the generation of static electricity when pouring gasoline: 1. Never use a hose except of metal or metal lined, making it of the non-static type, which should be in metallic contact with the supply tank. Rest the nozzle at the end of the hose in the filling opening of the tank or can. 2. Never use anything but a metal can or tank. Use approved containers. SHOP MANAGEMENT. 127 3. Never use anything but an unpainted metal funnel. 4. In pouring from an open mouth can, rest the can on the funnel. Be sure the funnel is in metallic contact with the recep- tacle being filled. 5. Never hold a chamois skin away from the funnel, but allow it to rest against it. 6. Never let a stream of gasoline fall any distance to any kind of receptacle from a valve or nozzle above. Gasoline passing through the air generates static electricity. 7. In filling tank wagons, if the funnel is suspended from the filling pipe allowance must be made for the lowering of the tank because of the compression of the springs. Safety Practice. It is the duty of the owner or manager of a Service Station, to look after the welfare of the employes. Even a slight injury may cause the best workman to be ''laid up" when you most need him. In addition, most states require the payment of compensation. Every possible precaution should be taken to eliminate this item of expense. Immediate treatment of all injuries, no matter how slight, is one of the first principles of safety practice. Fig. 65 shows a Fig. 65. First Aid Cabinet, which should be part of the equipment of every Service Station. A book of instructions is furnished with these cabinets, and there should be at least one competent person in every Service Station who is familiar with the methods of administering first aid. i 128 SERVICE STATION MANAGEMENT. Approximately 18 per cent, of all the lost time accidents are the result of infections from slight injuries. It is important to keep the cabinet filled with a complete line of articles at all times. To allow the supply to become depleted is to invite serious consequences. First Aid Don'ts. Don^t. think that because you know a little about First Aid you are a skilled surgeon. Don't forget to call a physician in all accident cases. Don't put on a bandage too tight. Ask the patient how it feels. Don't tie a bandage knot over the wound. Don't forget to raise the head in skull injuries. Don't fail to lower the head when the face is pale. Don't bring a frost-bitten case to a heated room. Don't fail to learn the correct method of artificial respiration. Don't delay in waiting for help in resuscitating a drowned person or one overcome by electric shock. Don't forget that it may take two hours of steady work it is best to resuscitate asphyxia cases. Don't put your fingers or handkerchief on a wound. Don't wash out a wound with water. It is dangerous. Don't forget that if nothing surgically clean is at hand, to simply leave the wound exposed to the open air. Don't forget that iodine is the drug of choice in First Aid. Don't let it slip your mind that if swelling, pain, and throbbing develop, infection is beginning. See a doctor. Don't forget that a "clean nail" is as dangerous as a rusty nail. Don't misuse the tourniquet. Loosen every fifteen minutes. Don't just cover up a burn with anything; learn the correct treatment. Don't attempt to set a fracture; let the doctor do it. Don't allow an injured man to get cold. It may be dangerous. Particular attention is called to the operating and handling of certain machines and tools in order to prevent injuries: Drill Presses. When operating a drill press the following rules should be observed for Safety: SHOP MANAGEMENT. 129 Wear tight-fitting sleeves or roll the sleeves above the elbow, to prevent them from being caught in the revolving drill. Many serious injuries have resulted from failure to do this. Loose neckties are very dangerous and should be tucked under the shirt. There is a possibility of being choked if the tie is caught in the drill. Rings should not be worn. They have been known to catch in the drill and pull the flesh off the fingers. A rag or towel should never be used around a revolving drill. If caught, the hand is liable to be drawn into the drill with it, and severe lacerations will be the result. Operators should not try to hold material on drill press tables with their hands. It may fly out of the grasp and cause serious injury. All material should be fastened securely. Wooden sticks should be used instead of wire to remove the steel shavings from around the revolving drill. Do NOT WEAR GLOVES. Screw Drivers. ABC Fig. 66. The screw driver is probably one of the most abused tools in the repair man's kit. When properly ground, the tool is very efficient and will remove a screw without marring it and with 1 !i t lao SERVICE STATION MANAGEMENT. no danger of injuring the repair man. Screw drivers which are in constant use become worn (see Fig. 66, A). When in this condition a screw driver will often slip out of a slot, damaging the screw, and in some cases injuring the operator. The screw driver should be hollow ground with square edges, as shown in 5, or with a square shoulder as shown in C A screw driver should never be used as a punch, as the sharp edges will be turned over or broken. The Handling of Sharp Tools. Screw Drivers. — Figs. 67 and 68 show the right and wrong way to use a screw driver. The work should not be taken into the hands, but should be set firmly upon a table or other flat surface. Many bad lacerations have been caused by screw drivers slipping from work held in the hand. Fig. 67. Dangeroufi. The edge of the screw driver should be kept filed sharp, to prevent slipping from the slot of screw. I Fig. 68. Safe. il SHOP MANAGEMENT. 131 File Tangs. — All users of files should see that only suitable and well-fitted handles are used, as some bad hand and wrist punctures have been caused by badly fitted handles coming off of file tangs. Knives. — When cutting insulation or other material, the knife should not be drawn toward the person — ^it may slip and cut a deep gash in the flesh. Machine Repairs. When machine repairs are necessary be sure to close down equipment; lock switch; throw belt off; hang a sign " Danger, Do Not Start," on the control lever or starting button. Steel Against Steel. Striking tempered steel against tempered steel is dangerous, because chips may fly. Use a soft hammer for such work, or wear goggles. Fig. 69. The Chipping Screen. — One of the most dangerous operations performed in the garage is chipping steel or other parts with a cold chisel, as the chips fly off, striking other operators and often rebounding and striking the one who is doing the chipping. To prevent this a chipping screen like the one in Fig. 69 may be used. il II 132 SERVICE STATION MANAGEMENT. This consists of two upright posts set on wooden bases between which is stretched some light canvas. The screen is easily moved about and adjusted to the work and is very compact when rolled up for storing. Mushroom Tools. Mushroom head tools have caused the loss of many eyes, and they should not be kept around the shop where they are liable to be used. Chips will inevitably fly from them if they are not redressed in time. One blow of a hammer may be the means of causing one of your best workmen to be laid up for a great length of time, and everyone knows that a man cannot work as efficiently with one eye as with two. Tools should be redressed immediately they become burred. Fig. 70 shows samples of safe and unsafe tools. Safe. Unsafe. Fig. 70. Fig. 71 illustrates the right and wrong way of lifting heavy objects. The picture on the right shows the wrong way. The man is bending from his hips and all the strain comes over the weakest part of the back, right over the kidneys, which causes a lame and sore back. The picture on the left shows the right way. Keep the back SHOP MANAGEMENT. 133 as nearly erect as possible, stand firmly on both feet and bend the knees, let the feet be as near the load as possible, with shoulders directly over the ankles, then when lifting the strain comes on Fig. 71. the shoulders and hips, which are strong, and not on the weakest part of the back. Finger Rings. Finger rings should not be worn when doing any form of manual labor. The ring is likely to catch on some part, resulting Fig. 72. Il^: 134 SERVICE STATION MANAGEMENT. in amputation of the finger. The owner of the hand shown in Fig. 72 lost a finger when his ring caught in a piece of revolving machinery. Strains, lacerations and at times amputation result from handling any tools while wearing rings. Be safe; preserve the ring; remove it during working hours. The Upturned Nail. All rusty nails swarm with little bugs so small that a million can sit on the head of a pin at one time. When you step on a nail (Fig. 73), the bugs get into the blood and in twenty-four hours may go to the heart and cause lockjaw and death. Fig. 73. There is just one thing to do when you step on a nail— go to A DOCTOR AT ONCE. The best remedy of all, however, is to keep a tidy shop— keep LOOSE BOARDS OFF THE FLOOR. Cleaning Solutions. Clean parts are essential in making a repau", and the dealer will find it to his interest to return a job to the owner only after all the parts which go into the assembly have been thoroughly cleaned. If the proper solutions are used and the parts have been thoroughly cleaned, he will find that the time saved by the mechanic will pay the cost of cleaning. Kerosene.— The most commonly used cleaner is kerosene. As it combines grease-cutting with lubricating properties, it is I I SHOP MANAGEMENT. 135 invaluable as a cleaner for running parts. It is used extensively to remove oil and tar from the chassis and body, but should never be used on the tires. Kerosene is applied in the following different ways: First : by dipping the parts into a tank full of it. Second: by applying it with a brush or rag. Third: by spraying it on under air pressure; a spray tank such as is used for spraying potato plants may be used for this opera- tion. Running parts which have been cleaned with kerosene should be dried with a clean rag and given a coat of lubricating oil to prevent rusting. Painted parts should be washed with soap and water, to prevent the paint from becoming spotted. Gasoline. — While gasoline has the necessary grease-cutting properties combined with quick drying, it should be used spar- ingly as a cleaner. First, because of the fire hazard which accompanies its use. Second, because it leaves a coating on the part which hinders the oil clinging to them, causing burned- out bearings and pistons sticking to cylinder wall. Gasoline should be used to clean the grease from rubber, particularly the tires. Soap. — Soap and water is used in cleaning body and chassis; a neutral vegetable soap should be used; such a soap may be purchased through the oil jobbers. The soap is dissolved in lukewarm water and applied with a sponge. The amount of soap used depends on the water and the condition of the part to be cleaned. The soap should be rinsed off with water so it will not dry on the painted surface. Soda Solution. — Where a tank which may be heated is pro- vided the best cleaning solution is made by dissolving one half to two pounds of soda ash or sal soda and three ounces of soft soap chips, to every three gallons of water. The proportions of the ingredients may be varied to meet the conditions of water and dirt. The solution should be kept very hot and parts should be dipped into it. If they are very dirty, the operation may be facilitated by scrubbing the parts with a long-handled fibre brush. The washer should be provided with a pair of rubber gloves, boots and apron as the soda will eat the clothing and burn the skin. He should wear goggles to prevent the possible loss of an 10 !' 136 SERVICE STATION MANAGEMENT. eye. A bottle of vinegar should be placed convenient to the tank. In case of bums, apply the vinegar freely to the injured part, even the eye. The solution may be used cold but it is only about half as effective as when hot. Further, if it is hot the parts dry quickly. If a powder appears on the part when dried the solution has too much soda in it. This solution will spoil the paint, making it necessary to retouch any painted parts which may be cleaned in it. Wash Tank. In Fig. 74 is shown a wash tank, together with the necessary furnace to heat it by gas. It is sufficiently large to take a complete motor assembly or rear axle. The tank should be filled with a cleaning solution as discussed in this chapter. Much more satisfactory work is turned out when the parts are delivered to the mechanic in clean condition. If there is an ordinance against using an open flame in the garage, this tank may be heated by placing a coil of steam pipes in the bottom of the tank where they will come in direct contact with the water, or live steam may be introduced directly into the water. Instructions for Employes. Adjusters, trouble men and all other mechanical employes coming in contact with the public, should at all times while on duty wear clean linen dusters or overalls. All stock room men waiting on the public and selling parts over the counter, should also wear clean linen dusters or overalls. Overalls and dusters should be on and employes at their stations ready for work at starting time. Overalls should not be removed nor employes permitted to wash up until after closing time. Employes should not be permitted to leave dirty dusters, overalls, aprons, etc., in the shop over Sunday; they should be taken out of the building each week and washed. Employes should be instructed to assist in maintaining cleanli- ness by keeping all waste boxes, buckets, cans, crates, bales, etc., properly covered and in their designated places. Employes should be instructed to immediately return to their SHOP MANAGEMENT. 137 o , 138 SERVICE STATION MANAGEMENT. proper places, benches, tables, horses, trucks, etc., as soon as they have finished using them. Employes should not be permitted to accept tips. This practice will detract from the efl&ciency of the organization. Signs should be posted in conspicuous places, requesting patrons to refrain from tipping employes, as it may cause their dismissal. Each employe should be provided with a tool box with suflS- cient tools to take care of the work in which he is engaged. This tool box should be kept clean and tools arranged in an orderly and workmanlike manner. Tool boxes with complete equipment should be returned to the tool crib each night. Employes should not lend tool checks to anyone. All tools drawn on an employe's check should be charged to him, and in case they are lost he should be compelled to pay for them. Employes should be careful with the tools they are using. When a tool becomes worn, the foreman should be notified at once. It should not be used further, as such a tool only spoils work. All broken and damaged tools should be returned to the tool crib so that they can be repaired and accounted for. Employes should not be permitted to eat lunches sitting in customers' or dealers' cars. Should any part used in the repair of a car be broken acci- dentaDy or through carelessness, the employe should immediately report it to the foreman, and, if carelessly broken, the employe should be required to replace the part by purchasing a new one from the stock room. If defective, the part should be exchanged with the stock clerk. Mechanics' Repair Tools. Every mechanic when entering the employ of the Service Station, should be furnished with sufficient tools with which to do the work assigned him. The tools should be listed on a sheet, as illustrated in Fig. 75. The employe should sign in the place indicated and the sheet filed by the tool crib clerk. In Service Stations where the tool crib is in the stock-room, then the foreman or stock clerk should file the receipt. On leaving the employ SHOP MANAGEMENT. 139 of the Service Station, the office should require the receipt signed in the proper place by the tool crib or stock clerk, showing that there is no charge against the employe before making final settlement. NAME...G..^^:i^ui^«it»w DATE AMc^^J^./$^... EMLOYHES NUMBER.— ^/-i. TOOL CHECK NUMBER... iV. TOOL BOX NUMBER /f^. DEPARTMENT. y^?Ar. CHARACTER OF W0RK...^iCl£r..^Slv«3£a«M^. I hereby acknowledge receipt of the following tools in good condition : No. DESCRirnoN. Na DESctimoN. Upon leaving the employ of the Company, or upon denund nude, I agree (6 return thcae tools, to the Stockroom in good condition, conaidering normal wear and tear, and in the event that any of these tools are lost or broken through carelessness, 1 will pay the Company, THE McMILLAN MOTORS CORP., for the same at their cost price. Signcd.1 These tools have been retamed in good condition, and there are no charges against this cmi^ee. Fig. 75. The mechanic should also be furnished with sufficient checks on which to draw special tools, such as reamers, dies, bushing drivers, etc. COUBTESY TO THE CUSTOMER. The customer should receive prompt attention when driving into the garage or service floor. The foreman or service manager should make it a point to wait on the customer at once. It may not always be possible to assign a man to the job immediately, m 140 SERVICE STATION MANAGEMENT. but there is nothing any more annoying to the customer when driving into the Service Station, than to be obliged to wait around before making known just what he wants. The customer may have an appointment and only have a few minutes to spare; he has come to the Service Station for service and whoever is in charge of the floor should see that he receives prompt attention. Probably no men in the entire organization are in a better position to extend courtesy, as was described in a previous chapter, to customers, than the foreman and adjusters on the service floor. In making minor repairs, providing they come under the head of "gratis service," the adjuster should do the work cheerfully and willingly. It is entirely proper, and in fact it is his duty, to call the owner's attention to any repairs that should be made, but he should not do it in such a way as to give the owner the impression that although he is making some gratis adjustments, he is bound to get enough repair work out of the transaction to make a profit on the whole deal. The adjuster should always bear in mind that he is not doing the owner a favor by making these minor adjustments, but that the owner has done the Service Station a favor by coming there for service. The mechanic or adjuster should have in mind just how fair an adjustment he can make with the customer, rather than just how much money he will be able to make out of the transaction. Writing up the Repair Order. Fig. 76 is a sample of a Repair Order. I This is a standard form and may be obtained from manufactur- ing stationers in any of the larger cities. A rubber stamp may be used for any data not printed on the repair order, as, for instance, ''Time Promised," and ''Parts taken from this car are held three days for your inspection, after which they will be junked." This order should be written up in triplicate. The white and cardboard copies should go with the job into the shop. The yellow copy should be sent to the ofl&ce and filed in numerical order. Where flat rate charges are used, the Repair Order should always bear the notation "Estimates are for labor only, material additional." The employe writing up the Repair Order should d omruna) M03 S.ti3N01sro -iMunptffM ■^■0 fifieuiaij -OMasuwn NVWHOIVM AS 03HOV13a 3B Oi Xgjf OH OH (141) II H {' ; f fel 142 SERVICE STATION MANAGEMENT. not fail to state to the customer that the charges shown on the Repair Order are simply for labor. By doing this, many mis- understandings can be avoided. Very frequently customers gain the impression that the charges shown on the Repair Order are to cover the entire expense of repairs. A customer is often lost, due to failure of the employe to make this clear. In addition, the Repair Order should bear this notation: "Parts taken from this car will be held three days for your inspection, after which they will be junked." The employe should call the customer's attention to this matter, advising him that if any claim is to be made for the replacement of these parts, he must call and inspect them within the time specified. The information indicated on the Repair Order should always be obtained, and the time that the job is promised should be noted. Always have the customer sign the Repair Order in the proper place as authorizing the work. Handling the Job in the Shop. When the car goes into the shop for repairs, the foreman should inspect the Repair Order and assign the job to the proper employe or department. Work should never be started on a job without a Repair Order. The mechanic, when starting work on the job, should enter his number to the right of the operation which he is to perform, and when the work is completed, he should put a ring around the number so that the foreman or shop clerk will understand that the job has been finished. Before reporting a job to the ofl&ce as finished, the foreman should examine the card and be sure that each item has been completed. When starting work on the job, the mechanic should stamp on the back of the Repair Order, the time when he starts, and again when finished. This gives the service manager the time elapsed or consumed in performing the operation, and acts as a check on the eflficiency of the mechanic. Take for example a rear axle overhaul; the time for this operation is seven hours, and if the mechanic consumes eight hoiu^, then he is not eflficient in this line of work. Furthermore, as the Service Station only charges the customer for seven hours work, the mechanic is not making his employer the money he should. SHOP MANAGEMENT. 143 Shop Requisition. Fig. 77 is a sample of a Shop Requisition for Parts. No material should be issued from the stock room to the shop excepting on this requisition. After the mechanic has taken L Shop Requbition for Parts Work Order No, ^. 9oiA 2lUZ riWTito. PARTS WANTCO azag Ofe-^-^mt/^m^ <7y.^K- I^^_J& %a&^s nZftt^ew^ sfr/),S, Mechanic S5M-7-20 Fig. 77. down the job and determined the parts necessary to make the repairs, he should take the copies of the Repair Order to the stock room window and fill out the stock requisition card. In shops where the mechanics are provided with helpers, the helper should get the parts from the stock room. For the con- venience of the mechanics, placards illustrating parts should be posted near the window. The Repair Order should be left with the stock clerk, who should post the parts required on the job, from the stock requisition. The mechanic or helper should not be obliged to wait until the stock clerk posts the parts on the Repair Order, as that means a loss of time. X 144 SERVICE STATION MANAGEMENT. When the repair job is completed, the foreman should report it to the stock room clerk, who should send the white copy of the Repair Order to the office, where it is matched up with the yellow copy, the parts transferred and charges totaled. Some shops send the three copies to the shop with the job and have the total- ing done by the stock clerk, and the Repair Order sent to the office ready for the customer. The white copy of the Repair Order should be retained by the Service Station for its files, and the yeUow copy given to the owner when the job is delivered. The cardboard copy should be retained by the shop as its record on the job. Owners should be instructed by the cashier when paying the bill, to retain their copy of the order, so that if it is necessary for them to return to the Service Station for correction of any faults in the work, they will have a ready reference to the job. Foreman's Work Schedule. Every effort should be put forth to complete a job when promised. If, in the course of repairs, this is found impossible, the foreman of the shop should report the matter to the office and the proper party should immediately get in touch with the customer by 'phone. Every effort should be made so that customers will not come to the Service Station expecting their car, and find that the work has not been completed. In order that the foreman may get the jobs out when promised, a foreman's work schedule should be kept (Fig. 78). Size of sheet 12 ins. horizontally, 8J^ ins. vertically. This form has been proved to be very valuable. When the job is taken in, the foreman should fill out the schedule with the data indicated, with special reference to the time that the job is promised. By following this schedule, he will be able to check up the jobs that are in the shop and see that they are completed on time. The schedule may also be used to show the total amount of labor sales written each day. Shop Efficiency Records. As soon as a shop has outgrown the one-man stage, there can be no efficiency without records, and without efficiency there can be no profits. A proper system of accounting in order to keep SHOP MANAGEMENT. 145 A N *> *« 00 o I' f 146 SERVICE STATION MANAGEMENT. ON RECORD i ac o i T o o , M 2 e a z ^ 1 MECHANIC'S PRODUC MAMF o u. o o » o s — = =m i s J 6 3 O e e i ^ a 1 SHOP MANAGEMENT. 147 a record of the shop transactions and the efficiency of the men, is absolutely necessary. Unless a system is installed in order to keep a record of the shop's efficiency, the percentage of net profits will decrease as the volume of business increases, and the dealer will cease to expand, regarding his repair shop as a sort of necessary evil. The statement that the shop loses money has become almost a stereotyped phrase among dealers who are operating their shops in an inefficient manner. However, this is simply due to the fact that the proper records are not maintained which would enable a check to be made on the efficiency of each employe in the shop, also on the shop as a whole. Fig. 79 is a mechanic's production record. This form is used by the superintendent in checking up the record and production of each individual mechanic, for a period of four weeks at weekly intervals. In the column under "Wages," is shown the total amount paid the mechanic during the four weeks' period, and in the column under "Production" is shown the amount received for his work. It can be readily determined from this record whether the proper profit is made from each mechanic's labor. Fig. 80 is another sample of a shop efficiency card. In explanation of this record, will say that column 5 divided by column 4 gives the efficiency of the employe. For example, employe T. Brown is producing work for which the dealer charged his customer 89 hours. However, it required 100 hours for this employe to do this work, thus making him only 89 per cent, efficient. Column 4 divided by column 2 gives the efficiency of the foreman as showing his abihty to keep his men busy on productive labor. In the entire period from August 1st to August 15th, the employes put in a total of 520 hours. The dealer however was only enabled to charge his customer for 426 hours, showing that the foreman of the shop was only 85 per cent, efficient. Column 5 divided by column 2 shows the efficiency of the shop as a whole. For instance, the productive labor for which the dealer could charge his customers was 364 hours, whereas the total time for which the employes were paid was 520 hours, making the shop as a whole only 70 per cent, efficient. Fig. 81 is another form for recording with a single entry the efficiency of the repair shop as a whole and of each individual 148 SERVICE STATION MANAGEMENT. SHOP MANAGEMENT. 149 man. The size of the sheet depends on the number of men employed and the number of jobs handled daily. The first col- umn contains the names of the repair men. The order numbers SHOP. From: August ist to August 15, 1920. 1-234 l» 6 Name Total Hours Non-pro- ductive labor Produc- tive labor Work done in hra. as per time sched- ule Effi- ciency T. Brown 104 4 100 89 89% W. P. Jones 104 ' — 104 83 80% Robt. Smith 104 30 74 62 83 7o Ned Robinson 104 8 96 86 89% Jordan (foreman) 104 52 52 44 84% r /• Total 520 94 426 364 85% Fig. 80. of the jobs are written at the top of the columns in numerical order. Each of these columns is divided into two parts; one for dollars, the other for time. When the work is completed the charge and time are written in under the job number. If two men work on the same job the time and charge are divided equally between them. Efficiency on the job may be obtained by summing up the column vertically. The efficiency of the repair man may be observed by summing up the columns horizontally. By totaling both ways a check is made on the sheet and figures are obtained by which the efficiency of the shop may be checked. In Fig. 82 is shown a Daily Report on Service and Repair department. The size of the sheet depends upon the volume of business. A convenient size is 12 inches horizontally and 11 inches vertically. Jjkp^f/?n»/r /f75 //76 //77 //7& //79 //80 //Q/ //ez $ fki ^yXw 3 ?i 3 zk /2 /O 3 !i /5 /2i 6 5" 6 5 e^^^^,..^ 3 ? 3 3 TToto-^ 5 C» 5 €. ^tmj'^ -* Z. -/- a ^ ldr/U3onjoe5 /2 10 6 5 4> 5 3 3 S e -^ 2. 36 31 Fig. 81. This record may be kept either in the tool crib or, in the smaller shops, in the stock room. By the use of this form the manage- ment can tell, at a glance, the number of cars repaired daily and the cost on each job. 150 SERVICE STATION MANAGEMENT. ! 00 CHAPTER VIII. THE STOCK ROOM. Abrangement. Whenever possible, the stock room should be located so that it will have a separate entrance from the street. Aside from the fact that the separate entrance will in itself attract customers, the windows may be used for showing parts. There is no better method of advertising merchandise than by displaying it, and parts should be attractively displayed in the windows, also the stock room, as outlined in the chapter on "Selling Service." One method of arranging the stock bins is so that the small fast moving parts will be near the counter or entrance and the heavier parts in the rear, near the repair shop. More small parts will be sold over the counter than the heavier parts, and on the other hand the repair shop will require more of the larger parts. Another method of arranging the bins or boxes is so that all parts that naturally would go in one repair order will be to- gether, i. e., the boxes containing motor parts in one section, boxes containing rear axle parts in another section, and so on. By this arrangement much time can be saved in filling repair orders. The Box System. There are two standard stock room systems, namely the port- able stock box system and the stationary bin system, each system having its own merits. The stock box system is illus- trated in Fig. 83. This system consists of a number of standard size boxes supported on racks. The dimensions of the three sizes of boxes permit them to be placed in any convenient order. The boxes containing the stock may be removed from the racks, which reduces the labor in moving the stock room, taking inventory, and in case of fire, considerable more stock could be removed to a safe place than if it were stored in stationary bins. For storing cylinder blocks, transmission covers, etc., double deck racks 30 ins. by 36 ins. are used without boxes. Long parts, such as n 151 152 SERVICE STATION MANAGEMENT. 1, ( ■ :i'i \ CO 00 o THE STOCK ROOM. 153 radius rods, pull rods, running boards, etc., are stored in an um- brella rack, which consists of a platform with skeleton uprights. This compartment is approximately one foot square. Fenders are carried in the standard fender racks, with a filled-in platform on top for such articles as curtains, hoods, lamps, etc. Each box should be fitted with an index plate in which a card bearing the number of the part it contains can be inserted. When a box is subdivided, two or three numbers may be placed on the card, the top number representing the first compartment, the second number, the middle compartment, and the lower number, the rear compartment. The box systfem may be installed in the following manner: Take a Parts Price List, and, beginning at the lowest number, select suitable sized boxes for the quantity Fig. 84. of stock of the particular item, and place it on the rack. The next part in order is handled in the same way, going through the entire stock in this manner, keeping the parts in numerical order. This system may be built locally from the specifications shown in Fig. 84. The boxes may be made of J^ in. cottonwood or any other light strong lumber. There are three sizes of boxes, the outside 154 SERVICE STATION MANAGEMENT. dimensions of which are as follows: Large size 13 ins. by 26 ins. Half size 13 ins. by 13 ins. Quarter size 6J^ ins. by 13 ins. The sides of the small boxes have three grooves, so that partitions dividing them into halves or thirds may be inserted. These smaller compartments are very desirable for small slow- moving parts. The boxes and racks may be painted to suit the surroundings or the dealer's taste. A very popular finish is ob- tained with a red creosote shingle stain to which lamp black is added until a dark mahogany red is obtained. This system is a very good one for the Service Station that does not maintain a reserve stock room, as it is a very compact, flexible system that can be expanded or contracted at will. To increase the holdings on a particular part, it is simply a matter of taking out the box and replacing it with a larger one, and moving the other boxes down the line to make room for it. Furthermore this system permits of adding or obsoleting a part by simply adding or removing a box and moving the other boxes along to maintain the numerical order. In Fig. 85 is shown a portable stock box. This box can be made up locally and is very convenient for holding small parts such as bolts, nuts, cotter keys, etc. Fig. 85. The Stationary Bin System. THE STOCK ROOM. 155 The stationary bin system is illustrated in Fig. 86. The required number of sections sufficient for Service Station requirements may be purchased from the manufacturer, ready to CO- CX) 6 ri: H m u f V. ill 156 SERVICE STATION MANAGEMENT. install. Service Stations maintaining a reserve stock room will no doubt obtain good results from the use of this system. More parts can be carried in the same amount of space than in the box system. Furthermore, parts can be displayed to better advantage. When deciding upon a system to install, the Service Station should have in mind that with the stationary bins, the holdings of a certain part cannot be increased or decreased, as the call for that particular part increases or decreases. However, where a reserve stock room is maintained, and only sufficient parts are carried in the stock room to meet the demands of the trade, then this system can be used to good advantage. The manu- facturers of the service stock systems have replaced the station- ary wooden bins with steel. These steel systems are flexible, i. e., the size of the compartments can be chaaged at the will of the stock man. This overcomes the objectionable feature of this system. Stock Records. Service Stations should maintain stock records so that they will have perpetual inventory of the stock on hand. Unless this is done, the proper balance of stock cannot be maintained. If the Service Station depends upon a physical or visual inventory hy the stock man when ordering parts, they will become over- stocked on some parts and run short on others. This will result in ordering by express, entailing additional expense, or the loss of trade by customers going elsewhere. An adequate stock of parts to meet all requirements is one of the first elements of service. Furthermore, if an over-stock of some parts is carried, it means a larger investment in those particular parts than is necessary. The maintenance of stock records is not only an advantage to the Service Station, but to the manufacturer. By having at all times a complete record of the stock on hand, and not carrying an over-stock of some particular parts, the manufacturer is able to better judge as to the requirements on every item, and main- tain an even schedule of production. Fig. 87 is a perpetual inventory sheet. Size of sheet lOJ/^ ins. horizontally and 93^ ins. vertically. These sheets are placed in binders in the same order as the parts are listed in the Parts Price List. Three binders are used for this purpose; one for fs THE STOCK ROOM. 157 11 1 V o TV uj VV >- ^ od 3 > ^ _J ^ < y UJ CL OC Ul Q. o z tr tj Q- ^& c V- o Of q: - ^ -^ ^ « ■ s a> O t ^ 1 '^ % * V, 5:! > iaH: S ^- i-^i ^iJvn'^^T^ « -J 6 tJS ^ l5 t; ni ^ fl Q 5 5^^ ( J i VdH(»C J!L 00 o m 158 SERVICE STATION MANAGEMENT. fast-moving parts, one for accessories, and another for Fordson parts. A sheet is made out for each part listed in the catalogues. Daily entries of all stock received and issued, are made each day, the balance on hand being indicated in each instance. In other words, the record is always up-to-date. The first entry on these sheets is made from a quarterly inventory, this being an actual count, which shows the exact number on hand and date of inventory. On all goods received and issued, numbered records are maintained, a copy of each record being used for the purpose of making entries in the inventory binder. Inasmuch as all these forms are numbered a record is kept to make certain that one copy of each of these forms has been entered in the inventory binder. In the event a copy is missing, the clerk may refer to the file wherein a dupli- cate is kept, and from this duplicate can make his entry into the inventory book. A maximum and minimum quantity of each article is established by watching the rate at which it moves. For example, take part 3006, cylinder outlet hose, as shown in Fig. 87. A maximum of 500 has been established on this part, and an order entered for 100, these figures being established on a weekly order basis. The first minimum is placed at 400, the second at 300, the third at 200, the fourth at 100, and the fifth at 0. At the date of inventory 550 were on hand; on the date of the first order 400 were on hand. Therefore an order for 100 was placed, or the difference between the maximum and the amount on hand at the time the order was placed. On the date of the second order, November 14th, 200 were on hand, which would mean that 300 should be ordered. However, the record showed 100 ordered, so an order for only 200 was placed. In placing stock orders, start with the first page of the inven- tory binder, and in the manner described above, examine each page in the inventory books. In this way determine just what parts and in what quantities to order. One large dealer states that the upkeep of this record requires only about four hours a day of one man's time. But the fact that it enables them to order intelligently and to maintain a well-balanced stock at all times, makes the perpetual inventory a very valuable record. THE STOCK ROOM. Stock Card. 159 A perpetual inventory may be maintained by the use of the Stock Card (Fig. 88), size of card 5 ins. by 8 ins. This is a standard card and may be purchased from manufacturing stationers in any of the larger cities. The same results are obtained by the use of this card kept in file boxes as by the use of the sheets retained in a binder. 1 tmn ARTICLE .,H MO OATc 1 UNIT con 1. 1 HCCCIVEB KHTnas 1 I CATC UMIT con- n CNTOKD || orMoo. H II mccivD — ^ 1 rl y 1 nam n n 1 II ~ ~ ^1 1 R 1 -J — P = - s . -._ 1 — _, _ _ _ Fig. 88. Stock Bin Cards. One dealer using the stock system shown in Fig. 85 does away with the expense of maintaining stock inventory sheets or record cards, and reports that satisfactory results are obtained. Although this system is not reconmiended, still it may work out satisfactorily where an experienced stock man is in charge. The stock is handled in the following manner: A card is attached to each bin in the system, showing the name, number and price of the part contained therein, also the maximum and minimum amounts to be carried. Stock inventory can be taken once a month if desired, and the experienced stock man should be able to tell at a glance by knowing the maximum and minimum amounts carried, if more of any particular items should be ordered. A physical inventory can also be taken if it is deemed advisable. Care of Parts, Anti-rust. Care should be taken to prevent parts from rusting. For a temporary rustproofing, parts may be dipped into a mixture of road or fuel oil of about 500 viscosity, or about the same density as the steam cylinder oil, which can also be used. The cost of steam cylinder oil, however, is three or four times as much as road or fuel oil. These oils can be diluted to any density desired 160 SERVICE STATION MANAGEMENT. :1|| by adding kerosene. The less kerosene used, however, the better. This coating should give satisfactory results for all purposes of the average dealer. Parts so coated will not stand any handling or rubbing. When using road or fuel oil, it is well to allow the barrel to stand in order that the water may settle out. For a semi-permanent coating, there are several brands of anti-rust solutions on the market. Rust Treatment. The removal of rust from a finished surface is a very delicate operation, inasmuch as rust always eats into the surface so that, even if entirely removed, a surface cannot be restored to its original dimensions, as the rust itself becomes a part of the stock (a chemical combination of the iron and oxygen of the air). For removing a small spot, a very fine stone is as good as anything. Very fine emery paper may also be used. If the surface is to be painted, sandpaper can be used with satisfactory results. Care of Reamers. The reamer is a very delicate tool and is easily damaged by being struck by hard substances. If it is a long reamer it may easily be bent out of line by careless handling when in use or by storing it on an uneven surface with some other object on top of it. Reamers are very susceptible to rust and a small amount of rust on the land (see Fig. 89) will cause the reamer to cut rough. By exercising a little care in using, storing and raising a reamer, its length of service may be considerably extended. Each time a reamer is put into stock it should be given a coat of oil to prevent its rusting and should be stored in a wooden case or wrapped in a rag to prevent the possibility of any hard object striking the cutting edge. There are two styles of reamers, generally termed machine and hand reamers. Because the machine has the power to push the reamer through the work and as longevity is an important con- sideration on production, the machine reamer has a land between 1/64 and 1/32 of an inch wide, while the hand reamer has .009 or less (1/128 of an inch). When the reamer begins to cut undersize its life may be slightly THE STOCK ROOM. 161 extended by raising it. This is accomplished by drawing a piece of hardened steel along the face of the tooth. r-TANQ fS/f/fff/r rfecH i— Fig. 89. Never stone the reamer on the outside diameter, as this throws a burr into the flute, requiring that the reamer be refaced, which operation requires skill and special machinery. Care of Bearings. An anti-friction bearing, particularly of the ball-bearing type, is ground to extremely fine limits. The introduction of any fine particles such as graphite flakes or grit of any kind can only act in a detrimental manner to the bearings in the proper performance of their duty. The following instructions concerning the hand- ling of bearings should be carefully followed: 1. Bearings should remain wrapped in the waxed paper and enclosed in the cartons in which they are shipped until ready for use. 2. When bearings are removed from their waxed paper, pre- paratory to assembly, care should be taken in laying them on the work bench, to select a clean surface, since quite frequently steel filings or dirt will cling to the oiled surfaces of the bearings and eventually enter the same when in service, causing premature failure. i I J . \ i 162 SERVICE STATION MANAGEMENT. 3. When removing anti-friction bearings from any machinery, in order to make repairs to adjacent parts, it is advisable to immediately clean the bearings thoroughly in gasoline and apply a generous coating of a good mineral grease, wrapping in paper to shield them from entrance of dust, dirt or moisture. 4. When removing bearings from a housing, the pressure should be exerted against the outer raceway only. 5. When assembling bearings on or removing them from shafts, the pressure should be exerted against the inner raceways only. 6. Before assembUng bearings, be sure that they are coated with an ample supply of grease between the raceways and sur- rounding the balls. Storing Crank Shafts. Crank shafts require more care in storing and handling than probably any other parts of the car. As it is important that the shaft be in perfect alignment when placed in a motor, it should be stored in some manner which will prevent distortion. Fig. 90 shows the different ways of storing crank shafts. It is easy to see that the overhanging weight in A and B will cause the shaft to become out of line. The method of hanging shown in C is better, but permits the flange to warp. The crank shaft should be stored by standing on the flange as shown in D or hanging by the starting pin hole as shown in E. Discount on Parts Sold over the Counter. 1. Public garages equipped to satisfactorily make repairs on Ford cars should receive a discount of 25 per cent, on all Ford parts. 2. Commercial firms operating five or more Ford cars at any one point and maintaining a garage in which repairs are made on these cars should receive 25 per cent, discount on parts. 3. Accessory stores, tire repair shops, electrical repair shops, and, in fact, any store that does not maintain a garage for hand- ling repairs are not entitled to discount. One of the most successful dealers advises that on sales to garages and commercial firms entitled to a discount he charges them full list price. The bookkeeper maintains a record of all parts purchased by those entitled to a discount and at the end THE STOCK ROOM. 163 of the month mails them a check for the discount to which they are entitled. Individual owners being present while garagemen were purchasing parts oftentimes noticed the discount and de- manded it when purchasing parts for themselves. If the discount was not allowed, the customer was invariably offended. Garages Fig. 90. would oftentimes send the car owner for the repair parts, advising him to ask for discount on the ground that the parts were for the garage. When the purchaser came to settle for the repairs he would be dissatisfied if the discount was not extended to him. Repairmen from garages were constantly obtaining repair parts for their friends on the pretext that the parts were for the garage. The method adopted by this dealer has done away with these little annoyances that were constantly coming up and at the same :i !| "Si ■ M i li SERVICE STATION MANAGEMENT. time has increased the sale of parts, as garages receiving the discount in a lump sum generally turned it back for more stock. Graphic Record. A convenient method by which it can be determined at a glance just how the sale of repair parts, repair labor, and the cost of operating the shop, is running is by maintaining a graphic record (Fig. 91). /9/a 1800 Sci.io BifiCH lt/^€ PjQffrs ^Ates Oorreo BLfKte i/^e lAmotp S/ties OoTsCl/lsH iMfC- — -lABqjft Cost Fig. 91. By keeping this record from year to year, it can be determined quickly if the gross business or profits for corresponding months has increased or decreased. This chart may be kept for the manager^s personal use, or it may be placed where it is accessible to any employe. In Service Stations where the workmen are allowed a certain percentage of the profits, the chart may be displayed on the wall of the office so that it can be inspected by any employe. To keep this record, it is only necessary to place a dot in the proper square showing the sales and expenses by months, then connecting the dots with the proper lines. CHAPTER IX. HANDLING CLAIMS FOR PARTS SHORT OR DAMAGED IN SHIPMENTS. Care should be used in receipting for carload shipments of cars. Notations of shortages and damages indorsed on paid freight bills, often establish a carrier's liability and insure prompt pay- ment of claim. On receipt of a carload shipment, all seals, end as well as side, should be removed and carefully preserved or record made of the number. The contents of the car should then be checked with the packing sheets. In the event of any of the parts being short, the freight agent should indorse such short- age on the freight bill. If any of the boxes or cartons ah ve been broken open, a notation should be made to that effect as a means of protection in event a shortage is found to exist. If any of the parts are found damaged a notation should be made on the freight bill showing the extent of the damage. When shortage is found to exist, the dealer should report such shortage to the manufacturer, being careful to furnish the initials and number of the freight car, numbers of the seals under which the car was delivered, the packing sheet and receipted freight bill bearing the agent's notation. A full report should also be made of the condition of the car and contents, with particular reference to boxes or packages that may have been opened en route or damaged in transit by rough handling of car. Manufacturers as a general rule will not consider any claim, unless the seal numbers are furnished, as this is the only pro- tection they have against cars being opened in transit and parts removed. If upon investigation the manufacturers find that they are not responsible for the shortage or damage, then the dealer should file claim with the transportation company. In filing claim, the carrier should be furnished with the following documents in support of the claim: original bill of lading,— if not previously surrendered to carrier — a statement by the claimant showing how amount of loss or damage is determined, with all evidence that 165 166 SERVICE STATION MANAGEMENT. m can possibly be secured; original paid freight bill, original invoice or attested copy, bill for cost of repairs. The absence of bill of lading or paid freight bill should be explained, if for any reason they cannot be presented. The following relative to handling and filing claims was taken from the Industrial Trafl&c League Bulletin, No. 296. '* Regulations Covering the Inspection of Freight Before OR After Delivery to Consignee and Adjustment OF Claims for Loss or Damage Thereon." Loss of or damage to contents of packages, not definitely known to exist at time of delivery by carrier to consignee, may be due to negligence in packing, handling or unpacking, or abstraction from containers, and is the subject of frequent claims and controversy. In order to avoid any discrimination and so that practices may be certain and uniform in the treatment of claims of this character, the following rules are prescribed : Rule 1. When a package bears indication of having been pil- fered while in possession of carrier, it shall be carefully weighed by the delivering agent before delivery, and such weight endorsed on the freight bill and a joint inventory of contents of package by carrier and consignee shall be made before delivery or imme- diately upon receipt by consignee and claim for shortage so discovered shall be promptly adjusted. Rule 2. Loss or damage discovered after delivery of shipment to consignee shall be reported by consignor or consignee to agent of carrier immediately upon discovery and in any event within fifteen days after receipt, and contents and container held for inspection by carrier, with a statement of facts or circuhistances evidencing loss prior to delivery by carrier. Inspection by carrier shall be made when practicable and in any event within forty-eight hours and shall include examination of package and contents for evidence of abstraction of the missing goods, check- ing contents with invoice and weighing for comparison with shipping weight; also investigation of cartman*s record of hand- ling shipment. Report of inspection shall be made in duplicate on standard form and signed by carrier^s agent and consignee, one copy thereof to be retained by consignee and attached to claim for loss if made. In case no inspection is made HANDLING CLAIMS FOR PARTS SHORT. 167 by carrier's agent, consignee's inspection shall be accepted as carrier's inspection. If investigation develops that the loss occurred with carriers, the fifteen days' clause shall not be invoked. (See Rule 7.) Rule 3. Shortage from a package delivered consignee without exception when based only upon the consignee's failure to find the entire invoice quantity in package or when package remains in possession of consignee more than fifteen days before the goods are unpacked and shortage discovered, shall not be regarded as a responsibiUty of the carriers unless investigation develops that loss occurred with carrier. When package remains in possession of cartman over night and not in a warehouse, carrier shall require proof that loss did not occur with cartman. Rule 4. When a package bears evidence of damage while in possession of carrier, a joint examination of contents by carrier and consignee shall be made before delivery or immediately upon receipt by consignee and claim for damage so discovered shall be promptly adjusted upon its merits. Rule 5. Damage to contents of package discovered after delivery of shipment to consignee shall be reported to agent of carrier immediately upon discovery or in any event within fifteen days after receipt with a statement of facts or circumstances evidencing damage prior to delivery by carrier unless investiga- tion develops that the damage occurred with carriers, then the fifteen-day clause shall not be invoked. Inspection shall be made by carriers when practicable and in any event within forty- eight hours after notice. In case no inspection is made by carrier's agent, consignee's inspection shall be accepted as carrier's inspection. Report of inspection shall be made in duplicate on standard form and signed by carrier's agent and consignee, one copy thereof to be retained by consignee and attached to claim for damage if made. (See Rule 7.) Rule 6. Shortage or damage discovered by consignee at time of receiving freight in any quantity from car, warehouse or other premises of carrier, shall be reported to agent of carrier before removal of entire shipment, in order that the cause and extent of loss or damage may, if possible, be definitely determined and proper record made thereof. Unloading of freight should not:, be retarded or discontinued awaiting inspection. 12 168 SERVICE STATION MANAGEMENT. { I i / VI i u Rule 7. Notice of loss or damage may be given carrier's agent by telephone or in person and in either event shall be confirmed by mail. In case of loss or damage as provided for in Rules 2 and 5, and inspection is made by carrier's representative, detail of findings of inspection by consignee shall be furnished carrier's agent immediately upon completion of inspection. Rule 8. Failure of consignee to comply with the foregoing regulations shall be regarded as indicating complete delivery of freight by carrier in good order. Rule 9. Where packages which indicate loss of or damage to contents are recovered by the carriers, proper record of this exception shall be noted on the way-bill and station records, and shall be available to consignee. They shall supersede any instructions or practices in conflict therewith, except such as may be authorized by published tariff. CHAPTER X. HANDLING DEFECTIVE OR WORN PARTS. Inspecting Parts Removed from Cars. All parts removed from cars should be tagged with the serial number of the car, also the owner's name and address, together with any information that will assist the factory in passing on such parts. For instance, the tag should be marked " Defective " or "Damaged as a result of defect in some other part." These parts should be stored in bins so that they can be inspected by the owner of the car should he desire to do so within the time specified on the Repair Order. In the event that the owner does not call to inspect the parts, the inspector or foreman of the shop should set aside the parts which he believes are defective, or were damaged as the result of defect in other parts. In fact, as a general rule, any parts which have been in service less than ninety days should be included. These parts should be returned to the manufacturers in the regular monthly shipments. Service Stations should not neglect their customers by failing to return any parts which they have any reason to believe are subject to credit, even though the customer does not request it. This is an item of service that will go a long way towards satisfying a customer. In cases where the manufacturers have given dealers and Service Stations authority to pass on parts within certain limits, then any parts found defective should be reported to the office on the white copy of the Repair Order. When making up the statement on the yellow copy of the Repair Order, no charge should be made for the replacement of parts that are defective. Returning Parts to the Manufacturers. As a general rule, the manufacturers furnish dealers with a "Goods Returned Sheet" on which to list parts returned for credit, repair or replacement. In the event that the dealer does not have such sheets, the following information should be fur- nished on each part returned: 169 I i I 170 SERVICE STATION MANAGEMENT. 1. Quantity of any part returned. 2. Catalogue number and description. 3. Number of car from' which part was removed. 4. Name and address of owner. 5. Name of dealer fromlwhom the new parts used in replace- ment were purchased. 6. Length of time parts were in service. 7. In cases where a dealer is authorized by the manufacturer to make adjustments within certain limits, information should be furnished as to whether or not an adjustment has already been made with the owner. Each part returned should be listed separately, and the information outlined above furnished on each part. The "Parts Returned Sheets" or letters listing the parts should be made in triplicate, one copy to be retained by the dealer for his records, one copy put in the box or crate as a packing sheet and for use in the receiving department in checking in the goods on their arrival, and the third sheet forwarded to the office of the manufacturer. In the case of freight shipments, the original bill of lading should be mailed to the office of the manufacturer at the time the shipment is made. This is very necessary for two reasons: first, it advises the manufacturer that the shipment is en route; and second, it enables the manufacturer's receiving department to check the expense bill against the bill of lading. In case of a shortage in the shipment, the manufacturer has no way of deter- mining this shortage unless furnished with the bill of lading. By having the bill of lading the manufacturer is able to advise the shipper at once of any shortage so that proper steps can be taken to locate the missing parts. The bills of lading should show the material contained in each box or crate and their weights; for example: 4 Boxes Gear Parts: 200 lbs., 150 lbs., 160 lbs., 300 lbs., 2 Boxes Scrap Iron : 50 lbs., 75 lbs. All transportation charges should be prepaid in order to insure acceptance of the shipment by the manufacturer. This is especially true in the case of express or parcel post shipments where there is a possibility that the value of the parts returned HANDLING DEFECTIVE OR WORN PARTS. 171 will not equal the transportation charges. Dealers should pay particular attention to packing, marking and shipping material returned to the manufacturers. In fact, it should be packed with the same care as new parts in substantial boxes or crates. Each box should be marked on the end in plain legible letters showing to whom it is consigned, also the name of the shipper. Ordinary shipping tags or a stencil may be used for this purpose. A ticket with the following information should be attached to every part returned: 1. Name and address of shipper. 2. Catalogue number of part. 3. Name of part. 4. Whether new or used. 5. Whether returned for credit, repair or replacement. (Manu- facturers generally furnish "Goods Returned Tags" for this purpose.) Sorting and Grading Junk. All defective or scrap material should be carefully sorted and graded. The brass bushings, steel forgings, cast iron, etc., should be put in separate bins. By having the workmen sort the junk during spare time, a good profit will be realized. In fact unless this is done, the junk dealer will, as a general rule, offer a price for the scrap based on the market price of scrap iron. One dealer reported that by carefully grading and sorting all scrap material, enough was made over and above what would have been realized had it been sold at the price of scrap iron, to nearly pay the rent of his building. Material Sold as Junk. Any parts sold as scrap, should be mutilated so that they cannot possibly be used again on cars. Unless this is done, there is a possibility that such parts will find their way back into the hands of owners through junk dealers. I I THE LITEEATUKE OF THE AUTOMOTIVE INDU8TEIE8 On our shelves is the most complete stock of technical, industrial, engineering and scien- tific books in the United States. The technical literature of the motor world is well represented, as is also the literature relating to the various other trades and the sciences, both the books useful for reference as well as those fitted for students' use as textbooks. A large number of these we pubUsh, and for an ever increasing number we are the sole agents. ALL INQUIRIES MADE OF US ARE CHEER- FULLY AND CAREFULLY ANSWERED AND COMPLETE CATALOGS AS WELL AS SPECIAL LISTS SENT FREE ON REQUEST !■ D. VAN NOSTRAND COMPANY Publishers and Booksellers 8 WARREN STREET NEW YORK I COLUMBIA UNIVERSITY LIBRARIES This book is due on the date Indicated below, or at the expiraUon of a definite period after the date of borrowing, as provided by the library rules or by special arrangement with the Librarian in charge. OATB ■ORHOWCO OATK OUK OATS Bonnowio OATK OUK C28 (757)100M COLUMBIA UNIVERS TY LIBRARIES hi 1^^ \ 1§22 0041400259 / D318 J71 I D518 J71 Jones Service station manage* Hfim^'^TS NEH S({»28I9S^ END OF TITLE