American Trucking Associations (ATA) seeks help from Technology & Maintenance Council members, trucking operators and fleet managers nationwide to better understand the apparent increase in truck fires through the completion of a survey.

During recent meetings of ATA’s Technology and Engineering Policy Committee and its Technical Advisory Group, members have expressed concern that the incidence of truck fires is growing. Some attribute this phenomenon to the new emissions requirements that raise operating temperatures, while others speculate that an increased use of accessories, such as TVs, computers, microwave ovens, heating and cooling devices, APUs and battery packs, could be to blame.

To gather data, ATA asks members of the industry to complete an online survey at www.truckline.com/TruckFireSurvey. Survey responses will be confidential and only aggregate data will be shared, says the group.

The deadline for distributors to register for the one-on-one business meetings program at Heavy Duty Aftermarket Week (HDAW) is November 16. HDAW 2008 will be held January 21 to January 24, at The Mirage in Las Vegas.

All distributor members of HDAW-affiliated organizations who have registered for HDAW 2008 are entitled to participate in the one-on-one meetings to be held January 23 to January 24. Conference registration and housing arrangements are available at www.hdaw.org.

Nearly 200 distributor and manufacturer representatives attended the Commercial Vehicle Solutions Network’s (CVSN) Annual Business Forum last month in Baltimore, which featured sessions on a range of aftermarket issues, including the proliferation of counterfeit parts and the access to information initiative.

According to Angelo Volpe, CVSN executive vice president, the topics addressed at the meeting show the group’s push to add more general business content to the event to complement the focus groups and distributor-supplier, one-on-one meetings.

This direction will continue through the efforts of a CVSN Task Force Committee, created by the CVSN Board of Directors during the meeting to identify and bring forth new business issues and topics for next year’s meeting in Broomfield, Colo.

“There are many issues facing today’s aftermarket, issues that will be of strategic importance to the growth and success of aftermarket distributors and our supplier partners,” says Tom Stewart, chairman of the committee and president of Carolina Rim and Wheel. “CVSN is the only place to meet with your peers, no matter what your group affiliation, as we all share common concerns that need to be addressed.”

The task force is made up of three distributor and three supplier members.

This year’s counterfeit parts panel featured speakers from Bendix CVS, Grote Industries, Haldex and Truck-Lite, discussing just how widespread the problem of cloned, counterfeit parts are in the industry.

Haldex’s head of technology Chuck Kleinhagen says his company knows of 25 makers of cloned Haldex parts, 16 in China alone. He says those companies exhibit a dangerous mentality of “We don’t have to do validation testing, we copied yours.” However, he went on to say, during Haldex testing of knock-off brake components, it was not uncommon to see failure after 15,000 cycles while the company’s original parts need to last for a minimum of 300,000 test cycles.

Moderator Wayne Keller of Keller Truck Parts aptly concluded the session by saying, “Can you imagine how much cheaper product would be if they [manufacturers] didn’t have to spend money protecting what they have?”

In a session titled “Access Denied: Fight for Your Right to Repair!,” representatives from the Automotive Aftermarket Industry Association (AAIA) provided a history and update of the Motor Vehicle Owners Right to Repair Act.

Aaron Lowe, AAIA vice president of Government Affairs, says the organization prefers an industry solution but “needs to consider legislative options as well.”

He says they have created a Commercial Vehicle Task Force that will survey distributors to gauge awareness of the issue and gather empirical data to bring before Congress.

In Their Words…answers by John Bzeta, president

Why did you start the business?

The business was started in 1978 by my father, George Bzeta. He brought on my existing partner Fred Lack that same year. I got into the business 10 years ago after working briefly as a lawyer. I had always wanted to be in the Industrial Distribution business and with a little nepotism I entered the business sooner than I expected.

What’s been your toughest business decision?

Not falling into the trap of chasing big fleets. Volume potential and manufacturer recognition of dealing with big fleets is very alluring and difficult to resist. We found that basing our business on customers that are generally unloyal, not interested in service, low margin and more likely to partner with the OEM was dangerous. However, while difficult, it has placed our business in a niche that plays on our strength, our people. Smaller, regional customers demand high levels of service which requires the best parts and service people in the industry which Fleet Brake has.

What was your best business decision?

Surrounding myself with the best people in the industry. Without them Fleet Brake would be nothing. Second, was the decision to join our buying group, Truck Pride. Being part of Truck Pride has let us enjoy volume rebates on par with the other marketing groups. However, their group is more in line with our business model which is independent and focuses on regional and more profitable customers. In addition, the business practices I have learned and opportunities created by listening to my fellow group members has been invaluable. A large part of our growth from one branch and 12 employees to where we are today is a result of learning from our industry partners at Truck Pride.

What was your worst business decision?

Getting caught in the trap of bigger is better. Being young and dumb, I felt that explosive growth was the answer to being a better company. Years ago, this resulted in extensive leveraging and rising expenses that put Fleet Brake in financial danger. With the help of my more experienced partner Fred Lack, who would rein me in, we have stabilized and are enjoying a much more healthy and stable growth. Our new motto is we don’t want to be the biggest in the industry, just the best.

What is the best way to keep a competitive edge?

Fleet Brake’s main competitive edge is our people and specifically the service they provide. From salespeople to technicians to delivery drivers, we create a “service edge” to differentiate us from the competition. From training our customers, to preventive maintenance scheduling, to maintaining our customers’ inventory, we strive to be the premier company to deal with in each market. Technology can help your business by making tasks easier for your people, but doesn’t replace them. This is and always will be a people based industry. We try and make sure we are proud of what we did when we go home at night.

What is your five-year vision?

Over the next five years our industry will face extensive technological advances, employee recruitment challenges, and consolidation of suppliers, customers and competitors. While some may see these issues as detrimental, I see each of them as significant opportunities for Fleet Brake and our industry in general. In the next five years, we intend to position ourselves as the premier fleet specialist in Canada.

People In The News
Following is a personnel change that recently occurred in the trucking industry:

• Kevin Motz joined the powered vehicle systems sales and marketing team, SAF-Holland USA, as the OEM account manager.

Company Featured On DIY Network
Channellock will be featured on DIY Network’s series premiere of Cool Tools, set to air on Thanksgiving Day, November 22, at 8:30 p.m., EST.

The High Noon Entertainment team, which produces Cool Tools, visited Channellock’s headquarters in Meadville, Pa., and spent the day documenting the production process and filming a product application segment. The show will demonstrate how a rod of raw, high-carbon steel is forged, hardened and polished into a pair of pliers.

“We were able to get a sneak peak of the segment and we’re truly pleased with the results,” says Randy Ferguson, director of communications, Channellock.

Company Announces Price Increase
Bridgestone Firestone N.A. Tire LLC and Bridgestone Firestone Canada Inc. have announced price increases on the companies’ Bridgestone, Firestone, Fuzion and associate brand tire lines.

The announced increases, generally up to four percent on passenger and light truck, truck and bus, and agricultural and off-road tires, with possible specific in-line adjustments in excess of four percent, will affect the replacement, original equipment and export channels.

The price increases are scheduled to begin November 1.

“While we have successfully implemented a number of manufacturing efficiencies and productivity enhancements, the unprecedented on-going escalation in raw material costs – especially those related to petroleum – continue to strain our ability to offset these increases with countermeasures,” said Asahiko Nishiyama, vice chairman and president of Bridgestone Americas Holding Inc., parent company of BFNT and BFCA. “The record-breaking price of oil affects every aspect of our business

A new product catalog, Drums, Rotors and Trailer Hubs, now is available from ArvinMeritor, Inc.

The new catalog covers the most popular drums, rotors and trailer hub assemblies offered by the company. The front section offers detailed information about identifying brake drums and diagnosing common problems that lead to the failure of brake drums. It also includes information to support Preset by ArvinMeritor trailer hubs and associated service kits. Preset by ArvinMeritor hubs are available for TN/TQ and TP trailer axles.
ArvinMeritor, Inc.

Starter Brochure
Delco Remy has released a new product brochure, 39MT Heavy Duty Starter All-Makes New Service Program, highlighting the features and benefits of the new service 39MT.

The full color, 8-page brochure is organized into five sections: Features, Installation, Cutaway Diagram, Competitive Comparison and Applications, each of which describe the product in detail.

The brochure also features a table that shows the similarities and differences between the Delco Remy 39MT and competitors, and also included is the product’s three-year/unlimited mileage warranty.
Remy International, Inc.

Replacement Parts Catalog
A new catalog for replacement parts for Cummins KT/KTA/KTTA engines now is available from Interstate-McBee.

The new catalog lists replacement parts for accessory drives, cam followers, camshafts, cooling systems, crankshafts and seals, cylinder head components, cylinder liners, cylinder parts, engine bearings, fuel injector reference by CPL, fuel systems, gasket sets, gasket listing, lubrication systems, piston reference by CPL, rocker assemblies and turbochargers.
Interstate-McBee, LLC

Filtration Catalog
Engine Lube/Oil, Coolant, Hydraulic and Transmission Filtration now is available from Donaldson. This catalog is complete with colored, labeled pictures of the engine that show how the company’s components operate.

Filter media technology and lube filters are highlighted and explained in detail, and pictures accompany each description.

Coolant filters and filtration for hydraulic-powered equipment also are featured, and charts detail how each filter operates.
Donaldson

Mud Flap Hangers Bulletin
Power Products Bulletin LB1016 introduces its mud flap hangers in point-of-purchase barrels, available in right angle, single arm (P/N A25P-BRL25) or shortie right angle, single arm (P/N A35P-BRL25).

The barrels are stocked with 25 items each and are certain to maximize mud flap hanger sales, the company says. Power Products mud flap hangers are easy to install, prevent cracks from wear and corrosion stress, increase fatigue strength and close surface porosity, according to the company.

A full line of mud flap hangers are offered in different sizes and finishes according to the company.
Power Products

Robotic Aluminum Rim Polisher Brochure
Available literature and brochures describe the Aluminum Rim Polishing Machine and Business Program developed by Vehicle Inspection Systems, Inc.

Materials provided detail the VIS-Polish business system that is inclusive of equipment, consumables, installation, training, pricing guidelines and marketing support materials.

System owners benefit by becoming part of a national advertising program complete with a toll-free 24-hour phone number that drives new customers and new revenue to your dealership, according to the company.
Vehicle Inspection Systems, Inc.

CJ-4 Brochure
Everything You Need To Know About 2007 Regulation Changes

You’ve probably noticed this issue looks a good deal different from the last one. The nameplate on the cover has a bold new graphical treatment and the entire magazine has undergone a redesign that gives it a more modern and engaging feel. These visual changes accompany a substantially expanded editorial scope that will cover more big-picture industry topics and business issues.

For you to be successful, your business must evolve with constantly changing market conditions, technology and customer needs. As one of the industry’s most venerable publications, we realize our success depends upon our ability to evolve with you, providing the information you need in the best possible format.

From a visual standpoint, typography is now easier to read, and informational graphics allow you to quickly glean vital facts and figures from articles. The technical look of the new design also reflects the nature of your work.

Editorially, in the coming months we will be adding several new departments that focus on front-office business issues, emerging technologies that you should be on the lookout for and in-depth explorations of the specialized parts and service needs of specific-duty trucks. Next year, we’ll be tackling such topics as globalization and offshore sourcing, running an environmentally friendly business and proven practices for expanding your business portfolio.

At the same time, we will continue providing hands-on technical data through existing departments such as Troubleshooter, Service Bay, Oil Bay and Brake Shop.

We’ve revamped Truck Parts & Service’s online counterpart as well. In addition to current and archived issues, the new website (www.truckpartsandservice.com) includes frequently updated news organized into industry and technical categories, along with an industry events calendar. In conjunction with the website’s redesign, we’re also offering an e-newsletter to give you weekly headlines and other timely information. You can sign up for the newsletter at the website.

I invite you to peruse this issue, the website and the newsletters with a critical eye. Then let us know what we can improve, add or discard in order to better meet your information needs. Tell us what you want to know more about, and we’ll do our best to bring it to you. Our content and formatting development is ongoing – as it should be.

Muffler-To-Vertical Exhaust Pipe Clamp
On January 15, 2001, on Mack CX and CH models and January 29, 2001, on all other models, a new five-inch exhaust pipe clamp (Part No. 11ME348M) was phased into production and replaces the previously used clamp (Part Nos. 11ME330M and 11ME330M3).

This clamp, which is used at the connection between the muffler and the vertical exhaust pipe, provides a more positive seal and a more secure joint. When replacing an existing 11ME330M or 11ME330M3 exhaust pipe clamp, use the new clamp and tighten it to 35 to 45 lb.-ft.

Effective June 11, 2007, a five-inch U-bolt style exhaust pipe clamp (Part No. 83AX840) was implemented into production on CXN model chassis. This U-bolt style clamp is used in addition to the existing clamp and is installed below the existing clamp.

When used in conjunction with the existing clamp, a more secure exhaust pipe-to-muffler joint is provided. When installing the U-bolt, install it on the muffler outlet above the weld and below the existing clamp. Orient the clamp in any position. The torque specification for the U-bolt style clamp is 40 lb.-ft.

Revised Oil Filter Mounting Bracket Gasket
After an extended period of time in service, oil seepage may occur at the oil filter mounting bracket-to-cylinder block on Mack E-Tech and ASET engines. To eliminate this condition, Mack has a revised oil filter mounting bracket gasket (Part No. 590GB345A).

The revised gasket is made from an improved material that includes an anti-stick coating and has a steel core to provide less fastener torque loss and improved sealing.

Service gasket kits which include this gasket have been updated to include the revised gasket. To reflect this change, an “A” has been added to the end of the service gasket part numbers.

O-ring Aids In Break-in
On Caterpillar C-15 (S/N: MBN1-Up; 6NZ1-Up and 9NZ1-Up), C-16 (S/N: 7CZ1-Up), C-18 (S/N: MEP1-Up), C11 (S/N: KCA1-Up), C13 (S/N: KCB1-Up and LEE1-Up) and C15 (S/N: BXS1-Up; MXS1-Up and NXS1-Up) on-highway engines, the O-ring on the tip of the fuel injector does not cause the fuel injector to fail.

The O-ring is only an aid during the break-in period of the engine. It is only needed until a “carbon-dam” is built up during break-in. It is normal for this O-ring to be burnt, cut and damaged after it has been run in the engine.

Engine Oil Dye
Dye has been added to the engine oil on Caterpillar C7 (S/N: C7S1-Up) and C9 (S/N: C9S1-Up) engines in order to help detect oil leaks. The dye, which is added at the factory, can be used to detect oil leaks during early hours of operation. Use a black light to detect the leaks. The dye will appear bright yellow under a black light.

Improved Oil Level Gauge
Caterpillar now is using an improved oil level gauge in C7 (S/N: C7S1-Up) and C9 (S/N: C9S1-Up) engines. The previous gauge was difficult to insert into the tube assembly resulting in bent gauges and difficulty keeping the gauges locked in place.

An improved oil level gauge is being used to prevent the gauge from bending in the tube assembly. The gauge was modified by adding an additional twist and increasing the size of the ball at the tip of the gauge to one-quarter inch.

Valve Yoke Installation
Mack MP7 and MP8 engines utilize pinless valve yokes at the inlet and exhaust valves, similar to the pinless yokes used on previous Mack engines such as the ASET and E-Tech. The holes on the bottom of the yoke that fit over the valve stem tips are round on one end and elongated on the other. The yokes are not symmetrical. From the centerline of the yoke pad, the end with the round hole is shorter than the end with the elongated hole.

It is extremely important that the valve yokes be installed with the elongated hole over the outboard valve, away from the camshaft (toward the inlet manifold). If the end of the valve yoke with the elongated hole is installed over the inboard valve (toward the camshaft), contact with the rocker arm will occur resulting in a dropped valve and significant engine damage.

An engine failure resulting from improper valve yoke installation is not warrantable.
During rocker shaft removal, reinstallation or repositioning, a valve yoke may become disengaged from the valve stem tip. If this is not corrected prior to starting the engine, major engine damage will result.

Take extra care during rocker shaft removal and reinstallation to ensure all yokes are engaged properly with the valves, and valves must be readjusted whenever the rocker shaft has been removed and reinstalled.

Exhaust valve yokes used on PowerLeash-equipped engines are of a different design and not subject to the improper installation described above.

NHTSA RECALL UPDATES
The National Highway Traffic Safety Administration (NHTSA) has issued the following recalls:

• On certain Caterpillar C7 diesel engines that were installed in 2008 Blue Bird Vision school buses, the oil fill cap may separate from the oil fill tube allowing engine oil to be emitted from the tube. Oil could wet the left front brake resulting in reduced braking capacity. This has the potential to lead to a vehicle crash. To fix the problem, the oil fill tube assembly must be replaced.

• On certain 2005 to 2008 model year Freightliner Century ST, Classic XL, Columbia and Coronado trucks equipped with rack and pinion steering, the tie rod arm may have been installed incorrectly. The threaded end of the ball socket assembly may fracture and separate. A fractured tie rod assembly will make the vehicle more difficult to control at higher speeds and a crash could occur. Incorrectly installed steering arms need to be replaced.
  
• On certain 2002 to 2007 model year Mack CH, CHN, CX and CXN trucks equipped with ASET AC model engines, the engine is configured with an external exhaust gas recirculation system which makes it difficult to service the fuel injection lines when using traditional tools. Therefore, it is possible for fuel leaks to develop when removing and installing the fuel injection lines. A leak in the fuel injection line may spray fuel on the hot surfaces of the exhaust gas recirculation system, which could result in an engine fire. Defective lines need to be replaced.

• On certain 2008 model year Peterbilt Models 367, 386, 387, 388 and 389 trucks, the longitudinal seams on the fuel tanks were fabricated using an incorrect weld speed for the given material thickness. This resulted in a weld which did not completely penetrate the entire material thickness. In the event of a crash, fuel tanks with this defect can leak diesel fuel. Defective tanks need to be replaced.
• On certain 2008 model year Volvo VHD, VNL, VNM and VT trucks, the hood restraint cylinder does not contain enough dampening to adequately restrain the hood. The cylinders could separate, which would leave the hood unrestrained when opening and closing. Hood restraint cylinders with this problem need to be replaced.

Synthetic Gear Lube Upgrade
ConocoPhillips Lubricants announced that its Kendall SHP Synthetic Gear Lube 75W90 has been upgraded to meet the latest DANA SHAES 256 REV C specification for extended drain gear oils.

By meeting the new specification, the product is approved for 500,000-mile drain service in Dana heavy-duty final drive axles under the OEM’s extended warranty. The new specification revised the shear stability, low temperature properties and deposits control requirements of gear oil.
ConocoPhillips Lubricants

Pushbutton Switches
APEM Components, Inc. expanded its line of IPP sealed pushbutton switches with the addition of a flat top plunger switch series. The new offering is said to allow for customization to help match the switch to applications such as customer specific markings, backlit legends, custom molded caps and wire assemblies.

The product is recommended for any application that requires a sealed, ergonomic electric interface. The switches are available in momentary and maintained functions. They are offered with a black bezel frame and seven actuator color choices satisfying coding requirements, says the company.
APEM Components, Inc.

Synthetic Automatic Transmission Fluid
Allison Transmission, Inc. and ExxonMobil teamed to release the new Mobil Delvac Synthetic Automatic Transmission Fluid (ATF), a fully synthetic TES 295 certified automatic transmission fluid formulated to enhance the performance of Allison automatics operating in severe conditions.

The ATF will be sold in drums, pails and gallon containers.
Allison Transmission, Inc.

Synthetic Gear Oil
Chevron Products Company’s Texaco brand of coolants introduced the Syn-Star GL SAE 75W-90 designed to meet Revision C of Dana Corporation’s SHAES 256 specification.

The oil features improved equipment durability and thermal and oxidation stability, extended drain capabilities, reduced churning losses and improved fuel economy at low operating temperatures, says the company.
Chevron Products Company

Modified Drive Component Hubs
Stafford Manufacturing Corp. offers a service that converts plain hubs on drive components into integral non-marring clamps that are said to fit more securely, prevent damage to shafts, are easier to reposition and provide greater vibration resistance.

The Hub Treatment Service converts a plain hub into a clamp that can be bored to size and finished with or without a keyway. This creates a hub that evenly distributes clamping power and fits squarely to provide greater vibration resistance than a set screw and easier repositioning, says the company.
Stafford Manufacturing Corp.

Portable Refrigerant Leak Detector
Tracer Products introduced the TP-9360 Pro-Alert, a portable refrigerant leak detector featuring heated-diode sensor technology to detect leaks as small as .03 ounces to .06 ounces per year.

The detector has dual-sensitivity controls, a high-sensitivity setting when initially checking the general leaking area and a low-sensitivity setting to hone in on the exact leak site. It is self-calibrating to neutralize background contamination, sensitive to both R-12 and R-134a refrigerants and certified to meet the Society of Automotive Engineers’ J1627 standard.

The product has a 17 inch chrome-plated, flexible metal probe that fits into tight spots and holds its position. It includes a built-in positive displacement pump that draws a test sample into the detector.
Tracer Products

Shop Tools Added To Line
Phillips Industries added new shop tools to its line of electrical maintenance shop equipment. These tools include a digital multimeter, a digital voltmeter, two fluorescent work lamps, a self-adjusting wire stripper/cutter and a ratcheting crimper that works on shrink terminals from 20 through 8 gauge.
Phillips Industries

Insulated Beverage Hauler
Klein Tools introduced the Insulated Beverage Hauler, which looks and feels like a Klein tool, says the company. It has a 24-ounce capacity and is made of rust- and corrosion-resistant stainless steel. The hauler also has a double-insulated lining to keep liquids hot or cool and a flow control cap that opens and closes with one touch, says the company. A drink cup is integrated into the design.
Klein Tools

New Brand Web Site
Chevron Products Company unveiled www.DeloPerformance.com, a new web site for its Delo brand of engine oils, lubricants and coolants.

The web site features access to product and material safety data sheets, direct access to the company’s Lubricants University, an online marketer locator, a retail partner list, CJ-4 FAQ and product history.
Chevron Products Company

On/Off-Highway Drive Radial
Bridgestone Firestone North American Tire, LLC released the Bridgestone L320 on/off-highway drive radial. According to the company, the block design offers better traction, retreadability and is usable at highway speeds up to 65 mph.

The block tread and open shoulders dig into soft surfaces, such as mud and snow. To fight irregular wear, stabilizing tie bars link adjoining tread blocks. As the tires wear and become shallower, the tie bars become part of the tread pattern.

The drive incorporates four steel belts and an all-steel casing for enhanced retreadability, the company says. It is available in 11R22.5 and 11R24.5 sizes, both in “G” and “H” load ratings, and in 12R22.5 with an “H” load rating.
Bridgestone Firestone North American Tire, LLC

This month’s cover story – Tales from Under the Hood – clearly illustrates why there will always be a market for the service you provide. It has been said the human will can triumph over any adversity. It should also be said that good old fashioned human ignorance, procrastination and the oft ill-fated notion of “I bet I know a better way” can result in adversity that would make even the stoutest of wills shudder.

Neglecting recommended maintenance practices, putting off necessary repairs and engaging in a little amateur engineering are all ways some customers will contribute to your bottom line, usually sooner rather than later. This mentality ensures systems and components will fail, trucks will break down and you will have gainful employment well into the future.

Add to this the normal wear-and-replace cycles of components and it would seem there are plenty of reasons for a vehicle to require service and repairs without having to stack the deck against it by installing counterfeit parts.

I was shocked last month during the Commercial Vehicle Solutions Network’s Annual Business Forum to hear Haldex’s head of technology, Chuck Kleinhagen, remark that his company knows of at least 25 companies making cloned copies of their components. I knew the problem of counterfeit and cloned parts was widespread, but had no idea it was so pervasive that one company could have that many “competitors” robbing their design and passing it off as an original or as-good a product. It undermines the substantial investment made in research and development, testing and validation, and branding and marketing. It raises the cost of the product – companies endure considerable expense to protect their intellectual property and litigate against those who steal it. Not to mention these knock-offs are almost universally substandard in quality and manufactured with little regard to safety and compliance.

The argument has been made that it’s the customer’s choice when it comes to specifying a counterfeit part. The demand necessitates the supply.

This may be the case, but I again refer to this month’s cover story and caution that, despite the adage, the customer may not always be right. The desire to cut costs or gain a competitive edge can often cloud otherwise sound judgment. The role of that little voice of reason can, and should, be yours.

I point to one particular tale in this issue told by Duke Drinkard, former vice president of maintenance for Southeastern Freight Lines. He turned down a friend’s request to modify an engine to gain more horsepower, explaining that he knew his friend’s livelihood and ability to support his family rested on the uptime of that truck. His friend left in a bit of a huff and had the work done elsewhere. Duke got the call the next day to come undo the work that had been done, which disabled the truck.

The operator did what he wanted to do. He could not get what he wanted from Duke, so he went elsewhere. After he got what he wanted, and the unexpected and unfavorable consequences, he returned to Duke to set things right.

Customers will make choices, sometimes the wrong ones. Take on the role of educator, let them know the risks and the liabilities. They may go ahead and make the wrong choice anyway. But, as in the case above, when they come back after learning their mistake, you’ll still be there to set things right.