NADA 2013 MMG Magazine March-April 2013

Leaders in the sale of quality Mopar Parts.

The exchange of information by like size dealers

in a non-competitive environment. Mopar Masters Guild

In This IssuePresident Steve Hofer ............................... 2

MMG Supporting Vendors .............12-13

Corporate Billing, LLC ..........................24

UPS .............................................................25

Katzkin .................................................26-27

Elite Extra...........................................28-29

Mopar .........................................................30

AutoBody News .......................................31

Reynolds & Reynolds..............................32

FenderBender/Ratchet+Wrench .........33

ADP ............................................................34

Jack Powell Supports 51st Annual

Tierra Del Sol Event ..............................35

Part 1:What is the Mystique of the

Ritz Carlton? ............................................36

Part 2: Letter to the Ritz Carlton ........37

Part 3: Conclusion to the Ritz Carlton

Experience .................................................38

Accessing OEM Repair Info is Critical to

Making Safe Repairs .........................39-40

RI Bill Proposes Minimum Damage

Before Total Loss...............................40-41

I-Car Donates $200K to Education

Foundation ................................................41

2013 MMG Committee..........................42

March-April 2013

Mopar Masters Guild NADA 2013Celebra ng 21 Years of “The Best of the Best”

Pages 3-23

2

Mopar Masters Guild Magazine

March-April 2013

I want to thank all members and suppor ng vendors for making our most recent NADA mee ngs a huge success. A special thanks goes to both Andy Reed and Marvin Windham for all their hard work pu ng the mee ngs together. With-out the hard work and dedica on of our MMG membership, events such as our NADA mee ngs or other ini a ves such as our magazine and website would not be possible.

During our NADA event I spoke about a recent coaching clinic I had a ended. The leader was a coach named John Tschida. Coach Tschida is a former base-ball player, U.S. Na onal Team Men’s Fastpitch Player, and winningest Division III coach, ac ve or re red. During these mee ngs Coach Tschida, who is also a sports psychologist, stated “people are most happy when giving or receiving help”. The Mopar Masters Guild off ers both opportuni es.

Currently we are seeking members to par cipate on various commi ees. This is a great way to get to know how other members contribute to processes and products that aff ect our businesses every day. I would encourage our member-

ship to contact myself or another board member and let us know your willingness to help. Contact informa on, as well as a list of various commi ees, can be found on the back page of this magazine. This is also an elec on year. Elec ons will be held at the conclusion of this year at our 2014 NADA mee ngs. If you have served on a commi ee in the past and are interested in serving as an offi cer, or would like to learn more about the commitment please contact me and I would be glad to talk about it.

How can we apply coach Tschida’s statement to every day of our lives? There are two important things that must fi rst occur. The fi rst is that we have to be willing to raise our hand and ask for help. This can be a humbling experience as we have to set pride aside at mes. However, by doing this we open the door for the others to help us and the reward is incredible. Secondly, when someone has made others aware they need help we have to be willing to help. Refl ect on a me that you were most sa sfi ed at work or any aspect of your personal life and the chances are you were receiving or

giving help to another.

I appreciate the culture that the Mopar Masters Guild has. Every day I hear a story about members helping each other, or vendors going above and beyond to partner with us to provide products and services that help us off er a be er cus-tomer experience. As I o en have, I leave you today with a challenge to listen to coach Tschida’s words and those before him. Have conversa ons with your employees and make asking for, receiving and giving help a non-nego able part of your culture.

Steve Hofer

President

Mopar Masters Guild

Letter from MMG President

3

The exchange of information by like sized dealers in a non-competitive environment.

Leaders in the Sale of Quality Mopar Parts

Mopar Masters Guild Members Convene in Orlando at NADA 2013

Guild Meets for the 21st Consecutive Year

Thursday February 7th, 2013Most of us arrived Thursday February 7th and were able to enjoy the Mopar Masters Guild Member/Guest Dinner held at Covington Mill at the hotel we were staying, the Hilton Orlando Lake Buena Vista.

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March-April 2013

Friday February 8th, 2013President Steve Hofer called the mee ng to order welcoming the 32 Parts & Service Managers from around the country. “This is my eighth year a ending a Mopar Masters Guild mee ng. I overheard a long me member telling a new at-tendee, ‘There isn’t anything that you’re going to do that I haven’t already done.’ There is this huge wealth of knowl-edge that’s in this room and what we’re doing is constantly reminding each other (of) things that ma er, what we can focus on and how to execute them eff ec vely. The (best) way that we can share these good ideas and processes that many of us have already experienced is if we talk to each other and share those experiences. Remember, that is what the Mopar Masters Guild is all about, The Exchange of Informa on by Like Size Dealers in a Non-Compe ve Environ-ment,” says Hofer. He then had everyone introduce themselves and off er a li le bit of background about themselves to the group.

The a endees for this year’s mee ng were:

Andy Reed ALLEN SAMUELS DCJ Roy Benner ALLEN SAMUELS DCJ Casey Brown ALLEN SAMUELS DCJ Gerry Oakes BAXTER CJD Mike Opperman BAXTER CJD Marvin Windham BENCHMARK CJD Susan McDaniel BILL LUKE CJD Guillermo Nava BUERGE CHRYSLER JEEP Phil Kreuger BUERGE CHRYSLER JEEP Rick Stewart COMMONWEALTH DODGE Joe McBeth DALLAS DCJ Mike Mulkins GO CJ WEST Tom Kellogg HAROLD ZEIGLER CDJ Bob Kornstadt HAROLD ZEIGLER CDJ Alan Yancey HAYES CDJ Mike Tognarelli HINCKLEY AUTOMOTIVE Randy Rogers HUFFINES CJD J. D. Ipsen KEN GARFF WEST VALLEY CJD Brent Hoge LARRY H. MILLER CJD Tom Saigh MILOSCH’S PALACE CJD Glenn Hojnacki MILOSCH’S PALACE CJD Don Cushing MMG MAGAZINE/BALD HILL DCJ Adam Thompson PARK CHRYSLER JEEP Jonathan Dworsky PARK CHRYSLER JEEP Steve Hofer PARK CHRYSLER JEEP Mark Skinner POWER CJD Mike Gerber RAIRDON CHRYSLER Rick Cutaia RICK HENDRICK DCJ Doug Price SECURITY DCJ Paul Allred STATELINE CJD Dan Hu on TOM OBRIEN CJD Rod Krueger YARK CJD Harry Mathis GUEST

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We then jumped right into a bit of guild business. Secretary Joe McBeth presented the guild mee ng minutes from last year’s annual mee ng in Las Vegas. A mo on was made to accept by Gerry Oakes, seconded and recorded. Treasurer Mark Skinner then presented the Treasurer’s Report in detail. A mo on was made by Marvin Windham to accept, sec-onded and recorded.

Steve then shared a story with us. “Recently I was at a coaching clinic with my daughter (who plays so ball) and the person who put this coaching clinic on is a Division III coach and regarded as one of the top fast pitch coaches in the country and chooses to coach at this school. During the mee ng he was talking about when one of his assistants came up to him prior to a game (they don’t have a lot of prac ce me so prior to their games they prac ce drills and coach-ing on how they can perform in a real game me event) and said (while no cing the other team), ‘Wow! Look at this drill the other team is doing. Look at what they’re working on. I wish we could do that. But we can’t do that because they’re already doing it.’ So, this coach looked at him and said, ‘everything that I do is an extension of a great idea that somebody else already had!’ So, as we go around the room and go about our business let’s go through this week-end on that premise that it’s ok to take good ideas from somebody else and put them to good use in your stores!”

We then proceeded to our Suppor ng Vendor Mee ngs and Presenta ons.

Vendor presenta on reports are condensed since it’s very diffi cult to cover the many areas that were discussed. Once again, the Mopar Masters Guild would suggest that you make plans to join us at our annual mee ngs next year that will be held in New Orleans, LA.

Our fi rst Suppor ng Vendor of the day was Reynolds & Reynolds represented by:Jason Sideris, Director, Product Marke ng, Fixed Opera ons Dawn Spitler, Product Marke ng Manager.

Jason thanked all in a endance and then he and Dawn brought us up-to-date on what’s new coming from R&R. Some of their material was sensi ve in nature, so we will not report on that informa on at this me.

Continued on Page 6

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March-April 2013

Our next Suppor ng Vendor was Tracy Industries, Inc. represented by: Dave Carroll – Na onal Sales Director.

Dave covered: 2012 Programs & Promo ons 2013 Marke ng Plan:

o Powertrain Sales Trainingo Monthly Promo onso Tracy Partner Programo Tracy’s Wholesale Installer Rebate

This was all followed by input and ques ons by everyone. Tracy Industries is on Facebook. “Like” their page at www.facebook.com/TracyMopar/PT#!/TracyMoparPT/info

Next up was Suppor ng Vendor Dealer Tire represented by: John Bellissimo – Director of Sales Kenneth Henderson – Director Carline Services Eric Evanoff – Director Na onal Field Training

Services

John covered the agenda for the presenta on: Mopar Update Industry Trends Carline Services Field Training Update

Continued from Page 5

Continued on Page 7

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Subjects covered: Market Condi ons/Trends 2012 Tire Replacement Purchases Dealership Share of Market Tires of Yesterday & Today Pricing What are Customers Buying? 2013 Industry Outlook Revenue Producing Opportuni es Services Today Field Training Loca ons & Services

How can Dealer Tire Field Training Services help? Dealer Tire has two new ini a ves: Service Leaders Workshop Retail Tire Sales Workshop

All of this was followed up with a Q&A session. For more info visit Dealer Tire at www.dealer re.com

Our next presenta on was one from a new Suppor ng Vendor of the guild, Katzkin. Represented by

Doug Johnson – Director

Doug covered: Upfi ts Marke ng Pilot Program Safety of Seats ARO Market Compe on & Condi ons

Doug detailed each point with plenty of informa on to help all of us expand our businesses. This was followed up with an extensive Q&A session. For more info, visit Katzkin at www.katzkin.com


Continued on Page 8

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March-April 2013

Next up was one another of our long me Suppor ng Vendors, ADP represented by: Ma Parsons – Sr. Director-Channel & OEM Development-Dealer Services Kim Saylor – Product Manager

Subject ma er that was covered: Service Retail Workfl ow 3rd Party Solu ons ADP Fixed Ops Goal

Kim took us through a live demo of Service Edge. She then gave us up-to-date info on PartsScan, ADP’s Barcoding Solu on

We were then shown ADP’s Parts Delivery Management solu on. Two new items in this solu on: New Batch Picking Feature

o Allows you to batch pick ckets that can be printed at various mes to save trips to the same bin New Batch Invoicing

o Allows you to print all invoices to corresponding manifests

New, exci ng informa on coming from ADP. For more info, www.adp.com

Our next Suppor ng Vendor presenta on was EliteExtra (Extreme Tracking and Rou ng Applica on) represented by:

Ross Kleiner – Business Development ManagerMa Porter – Senior Account ManagerChad Bartz – Customer Rela ons Coordinator

Extra is an on-line real me tool that streamlines your deliveries, while lowering your opera onal costs.


Continued on Page 9

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Topics that would be covered during the presenta on were: 2012 Recap Tech Trends – New Features Demos & Examples Market Strategy Planned for 2013 Q&A

Technology now off ers the usage of Smart-Phones which there are currently 300 mil-lion units in opera on. They are great for logis cs.

Be er communica ons Less cost – More effi cient Allows card swiping Signature capture capability

New Key Features: Dispatch Whiteboard Priority Stop Lock Orienta on Chat Messaging – Eliminates need for voice on phones! Tracking Only Repor ng Route Profi tability Repor ng

For more informa on visit www.eliteextra.com

We then welcomed another of our newest Suppor ng Vendors, Guidepoint represented by Jimmy Thompson – Senior VP Sales T.J. Embree – Regional Sales Director Ralph Castronuovo – EVTS Specialist

Guidepoint provides GPS for Mopar EVTS


Continued on Page 10

10


March-April 2013

Mopar EVTS gives you everything you need to get your vehicle back quickly and safely following a the . You are off ered two op onal plans for added protec on

The most successful dealers pre-load their vehicles with Mopar EVTS 24/7 Emergency Service Dispatch Security Fence Arrival/Departure No fi ca on Excessive Speed No fi ca on Trace Maps of Past Loca ons

All in a endance received a free EVTS unit! To set up a demo, contact [email protected] or visit www.mopar.com/shop/evts

Our next presenta on was from Snap-On Business Solu ons, another of our long- me supporters represented by: David Foutz – Director - Parts Solu ons Ken Satz – Product Manager John Johnson – Specialist

David went over the presenta on agenda: Customer Loyalty – “Be Their Hero” PAIS Next Release EASy Now/Future Snap-On Capabili es for Chrysler CNH Review/Demo Mobile Parts Advisor

PAIS Update March-June: IE9 Integra on Parts Search Add Fiat Parts



11




EASy Update: Will Supply Data through 2013 Data Agreement with Marke ng ended 2013

Much more was discussed and there is plenty on the horizon! Stay tuned! Visit Snap-on at h p://sbs.snapon.com/

This completed Day 1 of our 2013 MMG Mee ng. Members adjourned to get ready for the evening’s fes vi es at our Annual Mopar Masters Guild cocktail Recep on which, this year, was being held at The Ice Bar in Orlando!

The Ice Bar is just that! It’s a place to enjoy a cocktail and get away from the warm 80 degree temperature of Florida. The Ice Bar is kept at a “cool” 18-20 degrees constantly. Members and their guests were supplied with nice warm par-kas and gloves along with Mopar Masters Guild personalized scarves and hats! They say a picture is worth a thousand words……well here’s a few thousand! These pictures tell it all! Hope you enjoy!


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March-April 2013O

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Leaders in the Sale of Quality Mopar PartsO

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March-April 2013



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March-April 2013



17



Saturday February 9th, 2013

We began this morning with an early breakfast and then right into guild business. Discussions included: Vendor and Guild Commi ees Fall Performance Group Loca on Mopar Programs And much more

A er our discussions we con nued our Suppor ng Vendor Presenta ons.

We welcomed another of our long me supporters, OEConnec on represented by: Mark Tommase – Sr. Vice-President & Chief Commercial Offi cer Ike Herman – Business Team Leader – Supply Chain Ashraf Sobeh – Product Specialist – Interna onal

Mark covered the agenda: Supply Chain Update Collision Update Mechanical Update Introducing ConsumerLink

Ike Herman brought us info on the Supply Chain Update: Parts Broker Direct

o Connec ng sellers with old/idle inventory and buyers having demand for fast moving inven-tory at a discount

o Over 250% Growth in 2012o Upgraded Technologyo Enhanced Toolso Matching Enhancements



18


March-April 2013

This por on of the presenta on was followed by input and feedback from several a endees that use this solu on and some from interested members.

Collision Update: OEM Market Penetra on OEM’s Now Running Concurrent Programs Integra on of Conquest Programs Con nued Growth of Dealer Enrollment Collision Shop Usage has grown Upcoming CollisionLink Enhancements – Collision Shop 2.0 DMS Connect – Integra on with DMS

Mechanical Solu ons: RepairLink with MORE Shop Adop on of RLM has increased

ConsumerLinkOEConnec on has developed an OE Parts Solu on focused on the Do-It-Yourself market to maximize your idle inventory’s exposure through a Dealer Branded website focused on genera ng parts sales to these DIY customers.

For more up-to-date informa on, please visit www.oeconnec on.com

We then took a short break before welcoming our Vendor Fair Par cipants. Each Suppor ng Vendor gave a short pre-senta on to a endees and then we all joined our Suppor ng Vendors in a “Vendor Fair” format which allowed us all to interact with each one of these valuable Vendors. Par cipa ng in the MMG Vendor Fair 2013 was:

Corporate Billing LLC. www.corpbill.comJeff Leavi – Vice PresidentSam Thompson – Account Execu ve

Rousseau Storage Solu ons www.rousseau-automo ve.com

Danny Blanke – Regional ManagerJohn W. Stritzinger III – Stritz & Associates, Inc – Manufacturers Representa veBud Trammell – Trammell Equipment – Automo ve Dealership Equipment Specialist

AutoBody News www.autobodynews.comBarbara Davis – Co-owner/General ManagerJeremy R. Hayhurst – Managing Members – Publisher & Editorial Director

FenderBender Magazine/Ratchet + Wrench www.10missions.comChris Messer – Publisher www.fenderbender.com

www.ratchetandwrench.com



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Magne Marelli www.magne marelli.comAnne e Wolford – Sales & Business Development DirectorNicola Scaglioni – Business Development ManagerGeorge Abascal – Magne Marelli Consultant

Fastenal www.fastenal.comJeremy Johnson – Director of MRO Fastener Sales



20


March-April 2013

A er a brief lunch break, we welcomed our friends from Mopar. Represen ng Mopar was: Trish Hecker – Head of Marke ng, Mopar Brand Frank Donnelly – Maintenance & Magne Marelli Tony Brenders – VP of Service John Tonial – Sr. Manager, Incen ve & Pricing

There was plenty of interac on with our guests from Mopar and much was discussed. Some of the topics were: MRA’s Customer Promoter Score Dealer Rewards Sales & Growth Poten al Social Media Collision Rewards And much more.

These mee ngs are so valuable to you as a dealer manager and the interac on and informa on that you can bring back to your dealership is priceless!

The Mopar Masters Guild would like to thank Trish, Frank, Tony and John for taking and sharing their valuable me to meet with us and we look forward to con nuing our valuable rela onship with Mopar.

Our next Suppor ng Vendor presenta on of the day was UPS, another of our long me partners with the guild. UPS was represented by:

Tim Quinne e – Director – Global Accounts Sales Gary Myers – Na onal Account Manager LTL Services

Gary took us through a few slides and gave us a live look at the Cost & Time Calculator for shipping any product. Some highlights of the presenta on:

2012 Chrysler Dealer Revenue 2013 Chrysler Dealer Shipments Why UPS Freight LTL? UPS Freight Service Op ons UPS Freight LTL Coverage Tracking UPS Freight LTL Urgent AM Delivery Service

This was all followed by ques ons from members with Gary and Tim providing the answers.



21



A er the UPS presenta on MMG President Steve Hofer thanked everyone in a endance for joining us this year, invited everyone back next year for NADA 2014 in New Orleans, then made a mo on to adjourn our Mopar Masters Guild 2013 mee ng.

We all had Saturday evening and Sunday to explore Orlando and the surrounding area and/or travel to the NADA Con-ven on Floor.

Monday February 11th, 2013

2013 Super Performance Guild Mee ng

It was another great turnout of over 45 of the best Service and Parts managers in the country. Our facilitators for this mee ng were:

Mark Beaton – Chrysler Academy – MBA Dealer Services

Tom Rice – Chrysler Academy – MBA Dealer Services

Mark covered our agenda for the next two days and went over a few “housekeeping” issues. (Breaks, lunch, cell phone usage, etc.)

*One important note! Don’t be late when returning from a break! (Those who have a ended a Performance Group Mee ng will understand….especially those who were late. It’s all good fun in a learning environment!)

The fi rst ques on from Mark:A er closing 2012, what’s the #1 problem facing your business as you enter 2013? This ques on would garner plenty of discussion and certainly set the theme as we progressed around the room.

The agenda for the next two days:

Day 1 Updates & News

o Performance 20 Group Updates

Financial Reviewo Updates/New Pageso Case Study of a Member Dealership Financialso Quick Lube/Express Lane Accoun ng Reviewo New Chrysler Financial Statement for 2013o Set Your Individual Objec ves



22


March-April 2013

Best Idea Sessiono Rules Located in the Agenda

Day 2 Day 1 Wrap-up

Guest Speakers – PSEo Erika Hernandez – Sr. Ac-

count Managero Ted Heabeart – Global Tools

& Equipment Managero Tom Campbell – Na onal

Field Director

Problem Solving Ideaso Introduc on Issues from Day 1 (as me allows)o Two Topic Discussion Form Issues (Both Parts & Service Issues Only)

Spring 2013 P20G Fixed Opera ons Topicso Social Media for Merchandising Service & Partso Hidden costs in your Supplier Base

Open discussion – Breakout Groupso General Session – Parts Onlyo General Session – Service Only

Open Discussion on Problems/Issues facing the group

Group Objec veso Set – individual Department Objec veso Set – Group-at-large Objec ves

A er covering the agenda, Mark went over the Warranty class for Service Managers and the Warranty reminders.

We then went onto our Financial Reviews which covered a major por on of the fi rst day.

Following our fi nancial reviews we began the “Best Idea” compe on. Here are the rules: Review Your Idea:

o Idea – What was done?o How was it implemented?o What did it cost?o What were the results?o What were the pi alls?o What is your next step?

Rate each idea on the provided form Submit for scoring and tabula on



23



Best Idea Presenters Were: Paul Allred Stateline CJD Mark Hargreaves Rick Hendrick DCJR Steve Hofer Park CJ J.D. Ipsen Ken Garff West Valley CJD Randy Kaiser Stateline CJD Susan McDaniel Bill Luke CJD Tim Nordquist Performance CJD Alan Perris Rick Keff er DCJ Rod Krueger Yark CJD Rick Stewart Commonwealth Dodge Marvin Windham Benchmark CJD

Presenta ons were made, votes were cast and the results were tabulated. Winners of the Best Idea Presenta on for the NADA Super Performance Group Mee ng for 2013 were:

1. Rick Stewart2. Steve Hofer3. Randy Kaiser

Day 2 of the Super Performance Group went according to the agenda with breakouts for Service & Parts followed by group interac on and problem solving.

This concluded our Chrysler Academy Super Performance Mee ng for 2013

We look forward to seeing all of you next year at NADA 2014 in New Orleans!


(L-R) Mark Beaton, Randy Kaiser, Rick Stewart, Steve Hofer, Tom Rice

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March-April 2013

Allen Samuels Chrysler Dodge Jeep Ram Ennis, TX

Allen Samuels Dodge Chrysler Jeep Ram

Fort Worth, TX

Allen Samuels Chrysler Dodge Jeep AllianceFort Worth, TX

Allen Samuels Chrysler Dodge Jeep Ram

Port Arthur, TX


Houston, TX


Katy, TX


Tyler, TX


Waco, TX

Benchmark Chrysler Dodge Jeep RamBirmingham, AL

Buerge Chrysler JeepLos Angeles, CA

Contemporary Chrysler Dodge Jeep

Milford, NH

Earnhardt’s Gilbert hrysler Jeep Dodge

Gilbert, AZ

Hayes Chrysler Dodge JeepGainesville, GA

Hayes Chrysler Jeep DodgeBaldwin, GA 30511

Hayes Dodge Chrysler Jeep Ram

Lawrenceville, GA

Mark DodgeMobile, AL

Pollard Friendly Motor Company

Boulder, CO

Rairdon’s Dodge Chrysler Jeep Ram of Kirkland

Kirkland, WA

Stinnett Chrysler Dodge JeepNewport, TN

Blackwell AutomotiveDanville, VA

Central Avenue Chrysler Jeep Dodge Ram

Larry Roesch ChryslerJeep DodgeElmhurst, IL

Reidman MotorsConnersville, IN

Jim Cogdill Dodge Chysler Jeep

Knoxville, TN

Bald Hill Dodge Chysler Jeep Kia

Warwick, RI

Dutchess Dodge, IncPoughkeepsie, NY

In my 35 years as Parts Manager I feel like my decision to do business with Corporate Billing has been one of my best decisions. Their careful

customer base, along with their willingness to help me capture new

business has been a tremendous help in a competitive market.

- Marvin WindhamParts Manager

Managers and Outside Sales personnel could and should be more than capable of. As it turned out, Corporate Billing

agents approved more new Wholesale

previous 6 months.

- Bruce R BensonCorporate Director of Fixed Operations

Corporate Billing has been great for us. It has allowed us more time to focus

on customer service and to focus on potential new customers rather than

worry about collecting receivables. Your staff is very helpful and prompt when we need something handled for a customer.

- Casey BrownParts Manager

All these CHRYSLER DEALERS can’t be wrong.

25



Copyright © 2013 U

nited Parcel Service of Am

erica, Inc.

3 WAYS LOGISTICS DRIVES DEALER PERFORMANCE

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UP23020_Mopar_Ad_011713.indd 1 1/17/13 11:53 AM

26


March-April 2013

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March-April 2013

www.eliteextra.com

The Story of EXTRA

The Next Chapter

Know where your employees are at ALL times.

Dispatch stops to a common cel l phone or tablet.

Create and manage optimal routes from your desktop.

Imagine glancing quickly up at a large monitor and knowing the delivery status for a customer instantaneously. The Dispatch Whiteboard will give managers and customer service representatives the ability to view the delivery driver and route

The idea for the Dispatch Whiteboard was drafted in the summer of 2012 in a meeting with fellow Guild Members, the Guild President and EXTRA Representatives. Now, less than six months later, it has been developed and deployed.

29



www.eliteextra.com

to be continued...

A f lexible and affordable solution to help your

business prof it.

Capture signatureselectronical ly.

Show your customer when to expect you.

For moreinformation visit

www.eliteextra.comor call

1.888.484.8729.

“Everybody loves this new whiteboard feature!”

Mike Opperman, Parts Manager

Baxter Chrysler Jeep Dodge Ram

30


March-April 2013

17779 ©2013 Chrysler Group LLC. All Rights Reserved. Mopar is a registered trademark of Chrysler Group LLC. Printed in U.S.A.

New Magneti Marelli All Makes POS materials make it easy to display your capabilities to service your customers’ vehicles, whether they purchased from you, or somewhere else. Remind customers that your team is equipped with experts they can trust to service not only their Chrysler group vehicles, but also brands like Ford, GM, Honda and Toyota. Install a horizontal banner, set of display panels, indoor/outdoor sign and mirror danglers. Order your All Makes POS materials from the Service Drive Store today.

Introducing All-New POS Materials to Promote your Dedication to Servicing

All Makes and Models

Display Panels Set of (2) Two-sided panels

Indoor/Outdoor Sign

Mirror Danglers (pkg. of 250)8’x3’ Horizontal Banner

Visit the Service Drive Store today at www.dealers-mopar.com > Sales Tools > Service Drive Store

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March-April 2013

reyrey.com/rms | 800.853.2617© 2013 The Reynolds and Reynolds Company. All rights reserved. 1006542 3/13

Ralph Cumston

Parts and Service Director

Germain Ford

Columbus, OH

“ We nearly doubled quick-lane upsells.” Part of Reynolds Retail Management System… transforming the way consumers experience your dealership.

alph Cumston

ervice Director

Germain Ford

Columbus, OH

.”

33



DO YOU want to GROW YOUR Mopar Wholesale Parts Business?

We are a proud supporter of the Mopar Masters Guild.©2013. All rights reserved.

Find out how we can personalize your marketing message to help grow your parts business:Contact: Chris Messer, Publisher 651.224.6207 ext. 14 e [email protected]

34


March-April 2013

We can help get you there.

ADP’s Professional Services Group will help you chart your course and accelerate towards improved business results with the Accelerator Consulting Program.

What you get:Key reports to help discover revenue or expense opportunities quicklyBest practice recommendations to expedite processes that produce accurate and timely dataDealership ‘Process Champion’ for sustained initiative success

Learn how to:Improve Parts and Service workflow leveraging standardized processesIncrease technician productivity by understanding how to use electronic communicationImprove Parts revenue, profit margins and flexible pricing optionsIncrease Revenue – Reduce Expenses – Increase CSI

Watch the video or visit our website for more information.

Or contact us at 888.424.6342 / [email protected], andwe’ll help you determine which package is right for your dealership.

Improved workflow and increased efficiency means . . .More revenue for your dealership

Also available for every area of your operation:

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Accelerator Consulting Packages

ADP Dealer Services, Inc. / 1950 Hassell Road / Hoffman Estates, IL 60169-6308 / adpdealerservices.com / 888.424.6342© 2013 ADP Dealer Services, Inc. / ADP is a registered trademark of ADP, Inc.

Fixed Operations AcceleratorsQuarterly Visits w/Snapshot Parts

Biannual Visits Service / ERO / Techworkbench

Utilization Evaluation

ADP Dealer Services

35



Jack Powell supports the 51st annual Tierra Del Sol event near Salton Sea, California

attended by 8,000 visitors.

Our Raffl e generated over 250 guest entry’s

Pre y simple stuff , show up say Hi, and get to know your customers

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March-April 2013

Part 1: What is the mystique of the Ritz CarltonSubmi ed by Rick Monteiro

My dealers NADA 20 Group recently invited all key managers to a end a seminar at the Ritz Carlton in Dallas Texas tled - The Ritz-Carlton Experience… “It’s Our Pleasure”. This dynamic and interac ve presenta on is off ered at Ritz-Carlton hotels only. Par cipants saw Ritz-Carlton Ladies and Gentlemen providing their award-winning Legendary Service.

In the “Legendary Service” session, par cipants learned about the Ritz Carlton culture and corporate philosophy. Aligning the culture to the opera on the Ritz-Carlton drives employee engagement, cus-tomer engagement and profi tability. “Radar On-Antenna Up” focused on the art of an cipa on and how to stay in the moment to fulfi ll even the unexpressed wishes and needs of the guests.

The Employee Panel and Daily Line Up allowed us to experience fi rsthand the Ladies and Gentlemen of The Ritz-Carlton in ac on. The Closing Debrief provided a endees with the opportunity to start to iden fy the learning gems they can transfer to their organiza on and implement in their own work environment.

You can fi nd out more about the Ritz secrets here> h ps://www.epmsonline.com/wp-content/up-loads/2011/09/ar cles/RitzCarltonGoldStandardService.pdf

Our dealership was able to walk away from this training with the ability to empower our employees back home with excep onal customer service skills. This event was a personal turning point in my management style. I had always called myself a manager but the reality was that I had made the tran-si on from manager to leader long ago.

Back home we immediately implemented the daily line up dealership wide. These quick 5 to15 min-ute mee ngs start out each day with all employees working towards the same goal of pleasing cus-tomers. For me this is the secret to our success at our dealership. If we please customers, they are happy. Happy customers buy vehicles from us. Everything else that happens including Parts, Sales, Service, Finance and Employment starts with pleasing a customer.

At fi rst, the parts department line ups were a burden since I had staggered star ng mes for my staff of 24 employees causing me to perform 4 line ups per day. I quickly recognized that with a li le re-scheduling I only needed to have two start mes per day reducing the lineup mee ngs to twice a day.

These mee ngs are now the most valuable me of the day ensuring all of our employees know how valuable our customers are. Collec vely as a team we learn to please our customers by refi ning policy, process, equipment and safety issues.

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Part 2: Letter to the Ritz CarltonSubmi ed by Rick Monteiro

To whom it may concern,

I recently stayed at the Ritz Carlton in Dallas, TX. Normally I am able to move past unexcep onal experiences but for whatever the reason I think about my recent experience o en since my arrival back home. Maybe this message will help me forget.

My company provided the opportunity to a end the “Ritz Carlton experience” seminar on Sunday January 13th. This all day immersion into the culture of the Ritz Carlton mys que was awesome. I came away revital-ized and energized to share this knowledge with my employees so we could enhance our customers experi-ence at our New Car Dealership.

Of course I looked at your opera on with an insider’s eye a er this event and was shocked to fi nd out that even the Ritz can fail.

I le the mee ng and went upstairs excited to watch the NFL championship football games in my luxurious view room on the 11th fl oor. Unfortunately the maid had just started to clean my room. I told her no worries just get it straightened up as soon as possible and I grabbed my jacket and headed down to the lobby bar to watch the game.

Well the lobby bar did not have a television but the bartender told me that we could watch the game in the Pa o Tent Bar. Since that bar was currently closed I signed for a dra beer to be charged to my room. It was a $7 beer and I le a $1 dollar p and waited for them to get it open. A er a long period of me one of their gentlemen fi nally found the key. My observa on was that the door was locked because if unlocked the outside wind would push cold air into the lobby bar.

Once inside the pa o bar we found a TV but no remote to turn it on. A long me went by before a gentleman was fi nally able to get the game on unfortunately with no volume. Finally it was determined by two gentlemen that volume was not possible. They said that they would bring a TV into the lobby bar and come get us when it was up and running.

A er another long wait a gentleman came and told us that the TV was up and running with the playoff game and then said “unfortunately we only have coax cable in the lobby bar and the picture is terrible but the sound is good”.

A er arriving back to the Lobby bar it was confi rmed that the picture was unwatchable. I ordered another beer and asked a gentleman if he could fi nd out if my room was ready. I knew my room had a wonderful HD quality signal and volume. A er a short me he came back from the front desk with two new keys for my room.

I had to ask him why he brought me new keys. He told me he didn’t know “they just gave them to me for you”. I had to ask him Does this mean the maid is done and I can go up to my room now”, he replied “yes”.

I stepped back up to the bar to se le my latest purchase and was told by the gentleman that gave me the keys that this beer was on him. I thanked him and went up to my now clean room and enjoyed a few minutes of the game before heading out to dinner with our group.

Imagine my surprise the next morning when I received my fi nal statement of charges with one beer for $8.00 and another for $8.05. I was OK with being charged for the second beer even though it was promised to be

38


March-April 2013

complimentary. The problem I have with this charge is that some unscrupulous employee took it upon them-selves to add a $1.05 p.

I have a habit of rounding when pping and occasionally fi nd dishonest people stealing ps in this fashion. So when I saw $8.05 I knew someone put their hand in the cookie jar.

Please inves gate this ma er. I expect to see the signed receipts for these two beers confi rming or denying my suspicions.

The other very small detail concerning my visit and a ending the “Ritz Carlton Expieience” training seminar was the way my visit was an cipated. Since your system knew I was in class from 8am un l 4pm. Why was the maid cleaning my room at 4:00PM?

Best Regards,

Rick

Part 3: Conclusion to the Ritz Carlton Experience

Submi ed by Rick Monteiro

Chrysler Group LLC is currently ranked near the bo om in customer sa sfac on. It is each and every dealerships individual employee’s responsibility to change our customer’s percep on concerning sa sfac on.

Chrysler Group LLC CEO Sergio Marchionne recognized the Customer Promoter Score (CPS) program has failed to improve customer sa sfac on and needed an overhaul. Chrysler’s new Customer Experience Ini a ve (CEI) is a diff erent approach from the carrot and s ck approach used by our compe on. Chrysler dealers who perform well will be rewarded with higher sales, not checks from the factory.

“If you perform at a higher level based on customer experience, your percentage of loyalty will grow, your percent-age of service reten on will grow,” Mark Engelsdorfer, Chrysler’s director of market representa on, told Automo ve News. “With that will come a pre y substan al growth in your opera ng profi t.”

My experience at the Ritz Carlton a while back was just what I needed to refocus my eff orts and empower my em-ployees to do what pleases customers. The lessons learned during our seminar there gave me the tools I needed to improve my skills as a leader.

As you read in part two of this trilogy things can go wrong even at the Ritz Carlton. Given the fact that the manager of this resort property personally called me to resolve their small missteps, I have reason to forgiven them. They are truly concerned with my happiness.

We are told by the automo ve industry prophets in our business that we are entering a new era of unprecedented prosperity. Our ability to provide a world class customer experience is within our grasp. Collec vely as a group we are poised to profi t handsomely if we can apply the eff ort and dedica on necessary to cash in.

What are you personally going to do to create empowered prepared employees at your dealership? How many sales are you going to generate through this philosophy thus profi ng from customer sa sfac on?

39



Accessing OEM repair information is critical to making safe repairs

Those who were around in the industry in the late 1970s and early 1980s no doubt remember what a transforma- ve period that was. The automakers’ widespread adop on of the unibody vehicle changed the collision repair

industry drama cally – and not just from a technology aspect.

It led, for example, to a change in the make-up of the industry, with shops specializing in frame repairs giving way to shops equipped to repair unibodies; shops that didn’t adapt quickly lost out.

It led to the development of shop management tools and an emphasis on training. During these years, former technicians owning shops (and the vendors they worked with) realized it was going to take business skills – not just technical repair skills – to survive.

And perhaps most importantly it led to the crea on of I-CAR, as shops, automakers and insurers realized the reper-cussions if the industry didn’t have the informa on and training it needed to repair these vehicles properly.

Vehicle technology con nued to evolve in the following decades. But I argue that right now the industry is in the midst of a “unibody-like” change, where winners and losers will be determined by how well shops can adapt and get the informa on they need.

Challenges include new metals, materials and vehicle construc ons, new sensors and safety systems, new pow-ertrains and vehicle-specifi c repair requirements.

Just as unibody training and equipment separated the winners from losers in the industry 30 years ago, I believe use of automaker repair informa on is already star ng to serve as the great divide today. No one will convince me their shop is repairing every vehicle properly and completely if use of automaker repair informa on isn’t incorpo-rated into their process on every job.

Experience may help you do a lot of things right, but there’s no way you’re not making some (and probably a grow-ing number of) mistakes.

Without access to OEM informa on, for example, you probably don’t know that the back-up parking sensors on some vehicles should never be painted more than once. Without checking Nissan informa on, you probably don’t know that if you remove the center pillar trim panel on a 2008 Versa, it can’t be reused.

Those not checking automaker informa on probably aren’t aware that on many Toyota, Honda, Hyundai and Kia ve-hicles you need to perform a zero point calibra on (or check the occupant detec on sensor) if any one of a number of condi ons occur. One of those condi ons: A er the vehicle has been in an accident.

Anyone welding certain BMWs may not know, if they aren’t checking the automaker’s informa on, that welding on their vehicles has to be done with a diff erent gas mixture than is used on most other cars.

There are many of these sorts of examples. So let me say this clearly and empha cally: I do not believe that a shop can properly repair a vehicle today if they do not access and use OEM repair informa on.

The fi rst bit of good news is that the informa on is available. Some of the automaker technical informa on web-sites, such as Hyundai’s (www.hyundaitechinfo.com) and Kia’s (www.kiatechinfo.com) are free. Others carry a fee. You can access them all through www.OEMonestop.com.


40


March-April 2013

The second bit of good news is there are other op ons for accessing the informa on, through an ALLDATA subscrip- on (I’m a huge fan) or through the increasing integra on of the informa on in the es ma ng systems. Accessing

that data should be part of your process of blueprin ng repairs.

And the last bit of good news: These subscrip ons can easily pay for themselves. When you know that certain fas-teners are one- me-use only, for example, you know you need to include them on your es mate, parts order and invoice. When you know a procedure is required – and have the OEM repair informa on to prove it – you can get paid for what needs to be done for what you are doing.

The unibody vehicle changed this industry. Shops that didn’t evolve quickly, didn’t survive. The same is true with access to automaker repair informa on today. If you don’t have it, you’re already falling behind and on your way to becoming a dinosaur.

Mike Anderson, a former shop owner, currently operates COLLISIONADVICE.COM, a training and consul ng fi rm. He also acts as a facilitator for DuPont Performance Services’ Business Council 20-groups.

Source: www.abrn.com

Rhode Island Bill Proposes Minimum Damage Before Total Loss

Unique bill would require owner’s consent to total unless damage exceeds 75 percent.

A newly introduced bill in the Rhode Island General Assembly would make it an unfair claims settlement prac-tice for an insurance company to declare a vehicle a total loss unless the damage exceeds 75 percent of the vehicle’s pre-accident value.

Under Section 27-9.1-4 of the General Laws, the Unfair Claims Settlement Practices Act, the proposed amend-ment would require the vehicle owner’s “express written authorization” before any vehicle could be declared a total loss if the cost to repair the vehicle is less than 75 percent of the fair market value of the motor vehicle immediately preceding the time it was damaged.

This bill is distinctive in that it prevents an insurer from declaring a total loss below a certain threshold, rather than (as in other states) requiring an insurer to declare a total loss above a certain threshold.

Most state laws defi ne damage thresholds primarily to set requirements for salvage title laws only. In other words, the state may require a salvage title if damage exceeds a certain threshold, however insurers are still free to declare a total loss at any level they see fi t.

For example, in a state with a 75 percent salvage title threshold, a vehicle may have only 55 percent damage yet the insurer, after factoring in salvage value of the car, would fi nd that the repair is not economically feasible and declare the car a total loss. In this case, the car might go to the salvage auction as a total loss, yet it would retain a clean title under state law, as it remains below the salvage title threshold.

In North Carolina, for example, the law requires an insurer to declare a total loss whenever the damage to the vehicle exceeds 75 percent of its value. In this case, the law in no way prevents an insurer from declaring an economic total loss at any level it sees fi t, provided it is below 75 percent.



41



The Rhode Island bill is clearly different in that it does prevent an insurer from declaring a total loss below the 75 percent level of damage (without the owner’s consent), even if the repair is not economically feasible.

Also under the proposed new subdivision, “fair market value” would be defi ned as the retail value as set forth in a “nationally recognized compilation of retail values commonly used by the automotive industry…”

The bill, H 5263, was introduced by Representatives Corvese, Winfi eld, Ucci, Silva, and Trillo on February 6 and has been referred to the House Corporations committee. One of the bill’s sponsors, Rep. Joseph Trillo, sits on that committee.

A hearing on the measure has not been posted.

Source: www.collisionweek.com


I-CAR Donates $200,000 to Education Foundation

March 21, 2013—I-CAR has donated $200,000 to the Collision Repair Educa on Founda on, the training organiza- on announced Wednesday.

I-CAR said the dona on is the largest monetary dona on that the Educa on Founda on has received since it was founded in 1991. The money will be used to support the Educa on Founda on’s philanthropic and collision repair educa on ac vi es that promote and enhance career opportuni es in the industry.

I-CAR said the dona on was made possible through the industry’s involvement in training. In 2012, I-CAR commit-ted to set aside $1 for every I-CAR class a ended to donate to the Educa on Founda on. The organiza on delivered nearly 200,000 “student units,” or 600,000 credit hours of training throughout 2012. I-CAR’s board of directors decided to round the dona on up to $200,000.

“Through the support of I-CAR on behalf of the inter-industry, the Collision Repair Educa on Founda on can con- nue to gain momentum toward its ul mate goal, to create a future in which every entry-level technician hired has

graduated with the necessary skills and understanding of new technology to be well-trained, produc ve and effi -cient employees from day one on the job,” said Clark Plucinski, execu ve director of the Educa on Founda on.

I-CAR plans to con nue suppor ng the inter-industry by reinves ng in the community throughout 2013.

“Thank you, inter-industry. Without your commitment to training, I-CAR would not have been able to provide this level of support to the Collision Repair Educa on Founda on. Together, I-CAR and the Collision Repair Educa on Founda on are working closely to reinforce the future sustainability of the industry,” said John Van Alstyne presi-dent and CEO of I-CAR. “Our collec ve goals are to help eff ec vely equip secondary and post-secondary schools. We aim to help them a ract aspiring students and to properly prepare graduates to add immediate value as future employees of our industry. Independently and together, we have a number of ini a ves underway to accomplish this goal. This dona on on behalf of the inter-industry will greatly help the Collision Repair Educa on Founda on advance its mission.”

Source: www.fenderbender.comStrategies and Inspira on for Collision Repair Success

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March-April 2013

2013 MMG Committees2013 MMG Committees President Steve Hofer Park CJ – Burnsville, MN Vice President Rick Cutaia Rick Hendrick DCJR - Charleston, SC Treasurer Mark Skinner Power CJD – Phoenix, AZ Secretary Joe McBeth Dallas DCJ – Dallas, TX Executive Committee All of the above as well as: Gerry Oakes Baxter CJD – Omaha, NE Marvin Windham Benchmark CJD – Birmingham, AL Dan Hutton Tom O’Brien CJD – Greenwood, IN Paul Allred Stateline CJD – Fort Mill, SC Committees: Vendor Chairman Dan Hutton Tom O’Brien CJD – Greenwood, IN Newsletter Don Cushing Bald Hill DCJ – Warwick, RI Nada 2014 Planning TBA Membership TBA Finance Committee Steve Hofer Park CJ – Burnsville, MN Rick Cutaia Rick Hendrick DCJR - Charleston, SC Mark Skinner Power CJD – Phoenix, AZ Joe McBeth Dallas DCJ – Dallas, TX Vendor Committees ADP Gerry Oaks Baxter CJD – Omaha, NE Paul Allred Stateline CJD – Fort Mill, SC Andy Reed Allen Samuels DCJ – North Richland Hills, TX Rick Monteiro Jack Powell CJD – Escondido, CA R&R Rick Cutaia Rick Hendrick DCJR – Charleston, SC Ken Kokoszka Christopher’s Dodge World - Golden, CO Rich Schott Moore CJ – Peoria, AZ OEConnection Snap-On Dan Hutton Tom O’Brien CJD – Greenwood, IN Paul Allred Stateline CJD – Fort Mill, SC Steve Hofer Park CJ – Burnsville, MN Dealer Tire Paul Allred Stateline CJD – Fort Mill, SC Susan McDaniel Bill Luke CJD – Phoenix, AZ Joe McBeth Dallas DCJ – Dallas, TX Elite Extra Rick Monteiro Jack Powell CJD – Escondido, CA Ken Kokoszka Christopher’s Dodge World - Golden, CO J.D. Ipsen Ken Garff West Valley CJD – West Valley, UT UPS Marvin Windham Benchmark CJD – Birmingham, AL Glen Hojnacki Milosch’s Palace CJD – Lake Orion, MI TBA

Tracy Industries TBA TBA TBA

GuidePoint TBA TBA TBA

Katzkin TBA TBA TBA

Documents

NADA 2013 MMG Magazine March-April 2013