DRIVE LINE News and Updates From Jasper Engines & Transmissions September 2007 In This Issue... JASPER 4-Speed Takes Montoya to Customer Profile: Preferred Auto Sonoma Victory Care, Inc. pg. 2 Juan Pablo Montoya utilized a JASPER deflection between the engine/clutch and 4-Speed Transmission in his #42 Dodge to transmission axis. claim his first NASCAR Nextel Cup Series The input drive to output shaft retains its Bob Cooper: victory. designed axis centerline to within 0.0015” Think Each Complaint Montoya passed Jamie McMurray with under race conditions. The entire independ- Doesn’t Have seven laps to go to win the Toyota/Save Mart ently aligned rotating assembly allows for Much Effect on 350 at the 12-turn Infineon Raceway road nearly 99% transmission efficiency under Your Bank Account? course. dynamic loading. You’re Kidding Montoya was one of eight drivers running The transmission’s sliding clutches to Right? pg. 3 the JASPER 4-Speed Transmission at Sonoma shift control assembly was redesigned to that weekend. Also running the transmission retain perfect alignment for reduced wear JASPER Brings were: and more precise shifts. Service Truck to The JASPER 4-Speed also includes an Road Course #20 - Tony Stewart #00 - PJ Jones exclusive patent pending shift control design Races pg. 4 #96 - Ron Fellows #55 - Terry Labonte that allows for reduced ratio for detent and #44 - Dale Jarrett #40 - David Stremme interlocking components which greatly JASPER Receives #41 - Reed Sorenson improves shift reliability, quicker shifting, Verizon Supplier and virtually eliminates a missed shift. The Environmental Montoya, who jumped to NASCAR from shifter housing can be easily disassembled Excellence Formula 1 late last season, started the 110-lap for service with very few tools. Award pg. 5 race 32nd, and became the first Cup driver to Gleason Manufacturing, which manufac- win on the California road coarse starting fur- tures premier gear cutting CNC New Car Smell ther back than 13th. His first Nextel Cup win machines, was selected as the pro- Wears Off... came in his 17th start. duction manufacturer of the gears Payments Linger “Sonoma is one of the toughest tracks the and shafts for the JASPER 4-Speed. for Years pg. 6 Nextel Cup drivers visit,” says Mark Harrah of Jasper Transmissions, LLC. “Drivers com- (continued on page 7) plain about transmissions when they race at Giving Back... pg. 7 Sonoma, but we received nothing but compli- ments about the JASPER 4-Speed.” Already a proven winner on the race track in the NASCAR Craftsman Series Truck with Jack Sprague, along with several top-10 fin- ishes in Truck and Busch races, this transmis- sion, developed by JASPER, includes Published by: several patent pending improvements Jasper Engines & including the ARC input shaft design. Transmissions This design allows for complete isolation of P.O.Box 650 spinning transmission parts to clutch/engine Jasper, IN 47547-0650 components. The ARC input shaft design Eight NASCAR Nextel Cup teams used the Phone: 1-800-827-7455 Fax: 1-812-634-1820 allows for up to .98 degrees of dynamic JASPER 4-Speed at Sonoma, California, this year. www.jasperengines.com Preferred Auto Care, Inc. Profile Preferred Auto Care is based in Cape Coral, Florida. It is a facility that provides all automotive and light-duty truck servic- es, as well as quality JASPER remanufac- tured products. In 1983, at the age of 19, Owner Wes Dale had zero automotive experience, and was in a Community College studying for an Engineering Degree. “I took a night job pumping gas,” said Wes, “and after a year and a half, the owner put me on the day shift and I was hooked.” Wes finished his two-year degree, but chose the automotive field instead. In 1995, Preferred Auto Care was founded at its present address at 1119 Cape Coral JASPER products in them as well. “Recently we purchased an Allison 1000 Series transmission for one of my tow trucks and are very pleased with the per- formance and reliability,” says Wes. As for the product itself, Wes says he doesn’t have to be ‘sold’ on JASPER. He’s seen the quality first-hand by taking a recent factory tour. “Everyone from the tour guide, to management, to Associates and techs on the factory floor made me feel so valued as a customer that it almost overshadowed the quality and attention to the detail I saw. Every person I spoke to took so much time making me feel as proud to sell their product as they were to Parkway East in Cape Coral, Florida. build it.” The business is on a corner lot in the Preferred Auto Care does not generate heart of downtown Cape Coral. There are business through advertising, but by word four service bays under 2,000 square feet of mouth. Wes feels the customer is his of work space and a small waiting room. best form of advertising. “60% of our Because of city code restrictions, Wes can- customers (including fleets) don’t even not physically increase the size of his ask price... just ‘when,’” says Wes. “If a building, so he has focused on building his repair is $100 or $1,000, they know that internal business, which over the years has their bill reflects exactly what was needed increased ten-fold as compared to the prior to get them back on the road.” ownership’s operation of 20 years. “We’ve Wes and his staff make it a point to Customer done this through service and honesty,” always smile and actually listen to their says Wes. customers. They ask lots of questions, “If you NEVER lie, you never have to and try to educate customers so they can remember what you said... Be honest and get the best service from their vehicles, straightforward,” added Wes. “We always and his shop. advise the customer what it takes to get Technical training plays an especially their vehicle back on the road NOW, but important role at Preferred Auto Care. we also advise the customer what is need- “Over the years, cars have become more ed to KEEP their vehicle on the road next and more difficult to repair,” says Wes. week, month, year, etc.” “Technicians that don’t train are getting Preferred Auto Care has been a faithful out of the field. The rest of us need to installer of JASPER remanufactured educate the customer that we aren’t engines, transmissions and differentials for ‘grease monkeys’ anymore. We truly are the past five years. His tow trucks have professionals.” Because of city codes, Preferred Auto Care in Cape Coral, Florida, cannot physically grow 2 in size, but it has grown significantly in its internal business. Think Each Complaint Doesn’t Have Much Effect on Your Bank Account? You’re Kidding, Right? by Bob Cooper, President, Elite Worldwide, Inc. Now let's look at the time you spend • 25 minutes of customer Bob Cooper on the “internal” communication that communication - $38.00 comes along with each complaint. This has functioned is the time you spend with your techni- • 30 minutes of internal as the developer, owner and an cians and service advisors discussing communication - $45.00 operator of some the cause, the resolution, and the pre- of the most suc- vention of future complaints. Here at • Direct Marketing cost to replace cessful auto Elite we feel 15 minutes is a realistic 1 of 5 - $6.00 repair shops in number when it comes to this “internal” North America. communication, and then we'll also • Loss of productivity (30 minutes) - He has been need to consider the same amount of $90.00 nominated for entry into the time, at a minimum, of your employee's “Who’s Who in American time. So your “internal” communica- Total: $179.00 Business.” He is a member of tion will cost you at least 30 minutes the prestigious National with each complaint. Speakers Association, and he is Now let's shift gears and talk about Now if you think $179.00 is a big one of the nation’s leading the cost of customer attrition and the number, please bear in mind we're talk- authorities on both personal and cost of marketing that will come along ing about customer “complaints” not career success. Today, Bob with each customer complaint. In warranty “repairs.” In addition, we speaks nationally as well as regard to “customer attrition,” regard- haven't taken into consideration the eco- internationally to many trade less how well you handle the customer nomic damage to your reputation, the associations, universities, pri- complaint, you run a higher probability damage to employee morale, the loss of vate banking groups and of losing that customer than losing an income that's associated with the loss of Fortune 500 companies. otherwise satisfied customer. the customer or the direct cost of any So going under the presumption that repair. That's also why the industry When it comes to customer com- you run a good business, and with the superstars all follow the same path. plaints, most shop owners and dealer- assumption that you'll be able to retain They invest in training, they go the ships seem to have a sense that there's 80% of the customers that complain, extra mile to deliver extraordinary serv- some economic price they'll pay, but you'll still be losing 20% of those that ice, they use high-quality vendors like when asked how much each complaint do. Subsequently, you're now faced JASPER and they follow up with each may cost, they typically have no idea! with the marketing cost of replacing and every customer. They know that So consider this... When a customer those lost customers. they are far better off investing a little complains, the first “direct cost” that Lastly, you have what we here at more money in their parts and people you're going to incur is a loss of your Elite call the “loss of productivity.” rather than losing a fortune through cus- “time.” This is the time you spend lis- Simply put, while your employees are tomer complaints. tening to the customer, discussing the discussing the complaint with you, they This business-building tip provided resolution, and following up with the are unable to be generating additional by Bob Cooper of Elite! To learn more customer to assure their complaint has income for the company. about how they can help you build a been resolved. Let's call this direct Now, based on everything we dis- more profitable, successful business, expense “customer communication” cussed, here's the math that you and call (800) 204-3548, or visit their web- time. your employees may very well find site at: Now I realize the amount of time will surprising. vary with each complaint, so let's assign www.TheSuccessToolCompany.com 25 minutes as a realistic number for your Note: The following is predicated on a average complaint (five minutes when shop labor rate of $90 per hour, the the customer first calls you with a com- shop producing $180 an hour per plaint; 15 minutes when they return for technician, and the cost of generating a correction or resolution and then an new customer being set at $30.00. additional five minutes for follow up). 3 JASPER Brings Service Truck to Road Course Races The JASPER NASCAR Driveline Service Truck provided service to Nextel Cup teams using the JASPER 4-Speed Transmission at Infineon Raceway in Sonoma, California. The truck also attended the road course event in Watkins Glen, New York. At the NASCAR Nextel Cup Series there.” But DeKemper added, “This is says DeKemper. event at Sonoma, California, a white the first time that I know of where a Unlike races on ovals, NASCAR Jasper Engines & Transmissions truck company has come in with a trailer and does not mandate specific gear ratios at and trailer could be spotted in the pits. all the essentials, and actually worked road courses for the Nextel Cup Series, But it was for more than just promo- on the transmissions.” so JASPER can disassemble the trans- tional purposes. This truck was to pro- JASPER’s 24-foot aluminum box mission, change the setup, and vide support, parts and help for teams trailer is fitted with two work benches, reassemble the unit to a team’s using the JASPER 4-Speed shelving areas for parts, a wash station, specifications. transmission. an air compressor, and basically any- There were eight Nextel Cup teams “In the years JASPER has gone to thing JASPER would need to regear a at Sonoma who used the JASPER race events, other companies that sup- transmission or differential. 4-Speed Transmission, including the ply transmissions to race teams have The service truck is operated by #42 Dodge of eventual race winner sent gears along with another team in DeKemper, and Mark Harrah of Jasper Juan Pablo Montoya. Each team had a their hauler, and then basically work Transmissions, LLC. DeKemper says JASPER 4-Speed for their primary and out of their hauler,” says JASPER the support truck’s initial appearance at backup cars, plus at least one spare unit NASCAR Driveline Manager Terry Sonoma was very successful. per team. JASPER took six units to the DeKemper. “If one team needs some- “Teams were really receptive at the Sonoma race to either sell, or change thing done to their transmission, they idea of us being there, bringing enough gear ratios over, if needed. take the unit to that team’s hauler that equipment and the ability to change to “By being there, driver feedback is has the gears, and make the changes inspect and change gearing for them,” immediate,” says DeKemper. “We are in the garage talking to the drivers and crew chiefs getting first-hand informa- tion on how the unit is working, and if anything needs to be changed.” As JASPER worked side-by-side with the race teams, DeKemper says their work was under the constant scrutiny of the NASCAR officials. “Anytime a transmission is opened, it must be inspected by NASCAR, where they put their stamp and seal on it,” says DeKemper. “They (NASCAR) will check the gear ratio and record it before it is installed in the race car. If the unit comes back to be regeared, it must be re-inspected.” Added DeKemper, “They’re a pretty good JASPER NASCAR Driveline Manager Terry DeKemper prepares the 24-foot aluminum serv- watchdog.” ice trailer for the next Nextel Cup road course event. The trailer includes two work sta- tions, a wash basin, an air compressor, and shelving for additional transmission parts. 4 JASPER Receives Verizon Supplier Environmental Excellence Award Jasper Engines & Transmissions changing its cleaning processes as was the recipient of the Verizon much as possible with water-based Supplier Environmental Excellence cleaners; followed by a sodium bicar- Award for 2006. JASPER National bonate product in an enclosed abrasive Accounts Manager, Bob Boeglin, blasting unit vented to a dust collector accepted the award on the company’s to achieve 99% efficiency. behalf during Verizon’s awards presen- JASPER was also nominated for its tation May 21st in Basking Ridge, New reduction of solvent usage from 22,000 Jersey. gallons prior to 2000, to a current usage JASPER was nominated by Verizon of 5,000 gallons annually. Environment Management for several JASPER was recognized by Verizon reasons, including a closed-loop recov- for its use of a highly alkaline solid ery program that integrates the return, sludge by-product from its Kolene salt refurbishing and re-purchase of engine bath cleaning process to replace caustic and transmission “cores”, including a soda in its wastewater treatment facili- “core credit” that supports cost efficient ties. JASPER reduces hazardous waste recycling; effective and cooperative and disposal expenses by using this by- data reporting to support Verizon’s product for wastewater treatment and reporting to both mandatory and volun- reduces purchase expenses by replacing tary recognition/awards programs, and the purchase of caustic soda. exemplary environmental initiatives and JASPER recycled nearly 92% of its achievements at it’s own facilities that trash (over 4,300 tons recycled of a are confirmed by regulatory compli- JASPER National Accounts Manager Bob possible 4,700 tons of trash) in 2006. ance and customer audits. Boeglin (center) accepts the Verizon 2006 This includes over 4,000 tons of scrap As part of its nomination for the Supplier Environmental Excellence Award metal, 161 tons of wood product, 73 award, Verizon touted JASPER for its from Elaine Schwartz, Verizon Corporate tons of cardboard, 12 tons of office Sourcing (left) and Ben Larkey, Manager of efforts to reduce air pollutants by Verizon Environment Management (right). paper and seven tons of used oil. E-Commerce Portal Drawing Comments to JASPER July was the first month of JASPER’s E-Commerce Portal It is absolutely commendable to be able to sell a Drawing. There were a total of 171 units ordered on the web during product that I feel is of top-notch quality, while that month. The winner for July was Midway Tire and Muffler of having a company that will back its products and Oak Harbor, Washington. They selected the $400 rebate coupon to be stand behind them time and time again. used towards future JASPER purchases. Don’t forget, when you order through JASPER’s fully-customized I know that when I sell a JASPER product, the E-Commerce Portal, your business will be entered into a monthly customer is truly best served in both value and drawing. Winners will be announced and your business will have the quality. Thanks JASPER for the attention to detail choice of: and serving the customers above and beyond. That in and of itself is a sale time and time again. • One day of deep-sea fishing on the Gulf of Mexico for one person (includes lodging). Sincerely, • Two race tickets & hospitality at one of the JASPER NASCAR Incentive Races in 2008 (lodging NOT Bryan Kelley, included). Valley Automotive Electric • A $400 rebate coupon to be used towards future Maple Valley, Washington JASPER purchases. Transportation to and from all activities is the responsibility of the winner. 5 New Car Smell Wears Off - Payments Linger for Years Repowering Your Engine May Be Key to Long-Term Financial Happiness Everybody wants a new car. You a new car, can be an excellent way to remanufactured engines are even better see a nice car pass you on the highway cut costs and keep the vehicle.” than the new engines installed at the and think, ‘Why can’t I have that?’ “When a car or truck suffers major factory. That is because the original However, financial planners think keep- engine damage, often the first reaction factory engine problems have been ing your current car may help you in of most consumers is to buy a new or redesigned or repaired with better qual- the long run with your goal of financial used vehicle, but the cost to repower an ity parts. They are dependable, reliable freedom, according to the Engine engine is a drop in the bucket compared and backed by excellent warranty pro- Repower Council (ERC). to the monthly payments on a new car,” grams that also usually cover installa- “We advise our clients that if they according to ERC Chairman Tom tion expenses. want a ten-percent increase on their Schrader. “The bottom line is that a The Engine Repower Council is a investments every year, they need to cut repowered engine makes a vehicle more non-profit organization dedicated to down on their expenses,” says Terry dependable, more fuel efficient, less educating consumers about the eco- Mulcahy, vice president of investments polluting and more valuable. nomic and environmental benefits of for R.W. Baird in Mequon, Wisconsin. With repowering, your engine or an remanufactured engines. The Engine “A new automobile is for most people identical one from another like-vehicle, Repower Council supports the “Be Car their second biggest investment next to is completely remanufactured. Also, Care Aware” consumer education cam- a home, so a great way to save money unlike installing a used or junkyard paign. For more information about the and increase financial assets is to hang engine, critically important internal Engine Repower Council and where to onto their current vehicle rather than parts get replaced with new ones that find qualified remanufactured engines buy a new one every few years. Re- meet or exceed original equipment per- and installation providers, visit: powering an engine, rather then buying formance standards. Frequently, www.enginepower.org. A Letter (and Pictures) from A Satisfied JASPER Customer Dear Michelle, I have been a long time writing to you about the engine that I purchased and had installed in my 1995 Buick Riviera. I am sending copies of the work and invoice from Dargie Automotive, who installed the JASPER engine for me. I have driven the car over 4,000 miles and it is doing great. I took a lot of pictures, that I am sending to you and your company, to Out with the old... show the work of Dargie Automotive, of Richmond, Indiana. Bruce Dargie did a great job of installing your engine. I am sending a copy of the letter that I have sent to the ROA office telling them about your engine. I am a member of the Riviera Owners Association. You should be proud to have Dargie Automotive and Bruce as an installer. I look forward to visiting your office sometime soon. A Very Satisfied Customer, Robert N. Malone In with the new... a remanufactured JASPER Centerville, Indiana engine, installed by Dargie Automotive of Richmond, Indiana. 6 Giving Back: JASPER’s Involvement in Youth Outreach Program When you give, it's nice to know ticket to a small college town far from when there is give-back. home. It was kind of scary that first For nine years now the JASPER year but I knew I was on the right path." Baltimore branch staff and customers Today Tom D. himself performs have been supporting the Youth Outreach charity fund raising. As a professional Foundation through the Jasper Engines businessman and college graduate Tom and Transmissions Annual Golf D. has become a ‘go-to guy’ when his Tournament. former aftercare worker and then proba- Fund raising golf tournaments typi- tion officer, needs a witness to speak cally do not raise a lot of money. In the past nine years, the JASPER Golf with the kids who are sitting right where However this tournament is a little differ- Classic has raised over $150,000 for the Tom D. once sat. ent. Over the past nine years JASPER Youth Outreach Foundation. “I tell them to look around. How customers and tournament sponsors have knows what it's like to be in trouble as a many successful drug dealers do you been able to contribute $150,000 to the youth. see on the streets over thirty years old? Youth Outreach Foundation. Hal had a little too much energy as The answer is none. You may have the There are JASPER customers who well when he was growing up; but he good life (the nice car and jewelry) for a come out to enjoy the day in support of learned to channel it through wrestling short time until someone comes and the cause. There are also many other in order to stay out of trouble and even- takes it away from you. Then you find great customers who don't even play tually became a championship wrestling yourself sitting in jail with nothing - or golf, but sponsor the event knowing that coach. Tom D. sees Coach Sparks as dead. I tell them to relax, because there their contribution will be helping our his life saving hero. are a lot of doors they can open. You troubled youth. From Youth Outreach Tom D. was heading toward a life- can have all of that without needing to Foundation's gang tattoo removal pro- time of cycling in and out of jail, as look over your shoulder all the time, gram to college aid, the money raised were some of his peers, and he knew it. waiting for them to come and take it goes toward helping those young people Tom D. remembers thinking that he did- away. There are ways to get it legally, who no longer wish to live in a destruc- n't want that to happen, but there really but you have to be serious about doing tive manner and are trying to find a new wasn't anything else for him to look for- it first." path in life. ward to. His family couldn't afford col- Not all of them are ready to listen to Young people like Tom D. who was lege even if he would have graduated what Tom D. has to tell them, but one sitting in a juvenile detention center high school. As a young man, Tom D. thing is for sure, Tom D. will reach when Hal Sparks found him. As didn't think to look much past his cur- many of them in his lifetime because he President of the foundation, Hal Sparks rent circumstance and just accepted his is very excited about where his life is lot in life. That was until the day that going and that's contagious. Yes, it's Coach Sparks came in to speak with the nice to know that when you give there is (continued from front page) young men. give-back. Coach Sparks knew that many of the Thank you one and all for helping Main case rigidity is greatly kids were not ready to listen at first. young people like Tom D. get to a point improved without sacrificing weight They weren't really ready to believe that in life where they too can give back. through the use of aircraft compo- there was anything else for them in life. And thank you, Tom D., for giving nent manufacturers. The case is So Coach arranged a field trip for them. back. designed for stand-alone mounting, An aviation training day that was near a which means a transmission mount is college. That is some of the behind-the- not needed with proper engine sup- scenes work that Coach does. Some of port. All mating surfaces are O- the kids got to actually fly a small plane ringed for quick assembly and disas- and also were able see what a college sembly. JASPER then designed and campus really looked like. "Coach manufactured a state-of-the-art eddy opened my eyes to what I didn't realize current dynamometer, allowing units was available to me," Tom D. said. to be tested under loads up to 10,800 "It's never too late to change" Coach RPM. tells the young men. Tom D. recalls Coach Sparks explaining that, "You can For more information, contact do or be anything you want, but you Jasper Transmissions, LLC. at 800- have to be serious about doing it first." 476-8270, extension 101 or via cell So upon obtaining his GED Tom D. The Youth Outreach Program helps young phone at 336-253-3963. people who no longer wish to live destruc- took Coach up on the offer to send him tive lives, and find a new path in life. to college. "Coach gave me a one way 7 Get The Most from JASPER’s E-Commerce Portal! Schedule your core pickups on-line! Simply log into our Portal and click on Outstanding Cores at the top. If you have any cores listed, you can double-click on one, then click on "Schedule Pickup" button. Your JASPER Branch will be instantly notified that you have a core ready! It's quick and simple and will save you a phone call! In addition, you can get pricing and place orders online, as well as check account information, history, inquiries, invoices and warranty cases. If you haven't already, go to JASPER's Website and create a username and password profile for your account to use on the Portal, and log on. Access to the Portal will be available through both the "Installer" and "Fleet" links on the left toolbar of the site, and the existing "Find A Price" area of the site for Installers and Fleets. www.jasperengines.com e-mail: email@example.com 815 Wernsing Road · P.O. Box 650 · Jasper, IN 47547-0650 JASPER ENGINE AND TRANSMISSION EXCHANGE Jasper, IN 47546 Permit 249 U.S. Postage Paid Prst. Std.