Mopar show guide - FINAL FINAL EZINE by INHOUSE GRAPHICS

2018 Service & Parts Business Conference October 10-12, 2018 Disneyâ&#x20AC;&#x2122;s Coronado Springs Resort Orlando, FL

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WELCOME 2018 Mopar – Orlando Service & Parts Business Conference

elcome to the 11th Mopar Service & Parts Business Conference & Expo. As we begin this three-day journey, it’s best to summarize what we are here to achieve with you. First, please know, you are participating in a record size conference. We have an unprecedented 900 dealers and managers from the six FCA Mopar Business Centers and 32 states, along with 140 exhibitors.

Frank Lasater

Southwest Business Center Service & Parts Manager

You are all here for the same purpose with the same ultimate goal – that is “Customer Retention Through Service”. It is imperative that we utilize every means to keep our customers from the moment they buy a vehicle through their lifetime of ownership; how we achieve this is what this conference is all about. There are more ways than ever to accomplish our goals in retention. Our vendors are prepared to have conversations with you specifically about your FCA business and how they can help you keep more customers in your service lanes. Your area managers are here to guide you to many of the vendors who, they know, can assist you. Over 900 of your peers are here to share best ideas and practices they have used to retain customers.

Michael Schmidt

Southeast Business Center Service & Parts Manager

If we are diligent, we can forge together to keep customers, perform more repair orders, achieve higher retention rates and sell more Mopar parts. We will invest every minute so you can take what you’ve learned here and achieve the ultimate goal; to exceed your customers’ expectations. This is how we retain customers, why customers return and refer others to our dealerships. In 2018 and beyond let’s work together and break every record. Let’s work with our new and used car sales department and be certain that every customer who buys a vehicle is introduced to our service department. Likewise, let’s make sure sales knows every customer who comes in for service, especially those in the second and third year of ownership. These are loyal customers and are already thinking about their next car purchase. Service is the new sales. If we do not take care of our customers, someone else will.

Jennifer Harris

Midwest Business Center Service & Parts Manager

We’ve provided this Conference Guide so you can see all aspects of the conference. We’ve added twice as many note pages. You will find the sessions and daily schedules as well as information on every exhibitor. We’ve brought in general session speakers with broad business knowledge to share their inspirations with you. We have 11.5 hours of exhibit time for you to visit with expert vendors. During this time, you also get to dine with old friends and meet new ones at the wonderful meals each evening. As you visit the exhibits you can have your passport stamped making you eligible for one of the many door prizes donated by our exhibitors.

Bruce Hazelden

Mid-Atlantic Business Center Service & Parts Manager

While you are here you will discover so many ways to keep and get more customers. Every customer you keep is a walking advertisement on why people do business with your dealership. At this time, we want to thank every one of our sponsors and exhibitors. It is their continued loyalty to you and FCA that enables us to host this amazing and historic Mopar Customer Service Conference. Congratulations on being a part of this!

Jeff Conklin

Great Lakes Business Center Service & Parts Manager

As we said in 2016, none of this would be possible without the help and support of Mopar HQ. On behalf of our six business centers, thank you for participating in the 2018 conference. Take advantage of everything you find here, and let’s come together to Retain Customers Through Service.

Gary Hoe

Northeast Business Center Service & Parts Manager

CLMloyalty.com

TABLE OF CONTENTS

QUICK GUIDE Welcome Letter............................................... 3

Agenda................................................ 18,20,22

Door Prize Information.................................6-8

General Session Speaker Profiles....... 24,26,28

Publisher’s Note............................................ 10

Elective Session Speaker Profiles............30-42

Hotel/Conference Area Map.......................... 12

Exhibitor Floorplan...................................44-45

Restaurants................................................... 14

Exhibitor/Booth Number List......................... 46

Shuttle/Transportation Info........................... 15

Exhibitor Descriptions................................... 70

Sponsors...................................................... 16

Advertiser List............................................... 88

ARTICLES CUSTOMER RETENTION Three Simple Ways to Turn your Service Drive into a Customer Retention Machine............................................ 50 Greg Dryden Let’s Get Personal – Optimize the Customer Experience....................................................................................... 51 Tamila Bauer Let’s Give ‘Em Reasons to Do Business with Us .................................................................................................. 52 Mark Beaton Three Easy Ways to Wow your Customers........................................................................................................... 53 Randy Johnson PHONE MANAGEMENT Silence the Ring and Hear the Cha-Ching............................................................................................................. 54 Jon Stone Text Messaging and the Law................................................................................................................................. 56 Greg Owen VIDEO Boost Service Department Sales with Videos....................................................................................................... 58 Tim James Evolving in the Digital Age ................................................................................................................................... 60 Phil Sura SERVICE LANE REVENUE Process Matters.................................................................................................................................................... 62 James George Be a One-source Custom Dealer .......................................................................................................................... 64 Whitney Williams TRAINING Training that Puts Dealer Express Services Ahead of the Curve............................................................................ 66 Raymond Palmer DATA MINING Data:The Secret Weapon for Growing your Business............................................................................................ 68 Aimee LaFerriere 4

2018 Service & Parts Business Conference

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DOOR PRIZE INFORMATION Door Prize Headquarters sponsored by

1. T o be eligible to win a door prize, dealership attendees will be required to visit 30 vendor booths and receive signatures on their Vendor Passport. Passports are distributed at registration and will also be available at Door Prize HQ, booth #634. 2. Once Passports are completed, attendees should turn them in to Door Prize HQ, booth #634, starting Thursday at 7:00 pm and ending at 9:00 pm. 3. At that time, attendees will be given a scratch-off ticket. If their message reveals “You are a Winner,” a random prize assignment will be drawn. 4. Attendees will be given a prize voucher and will visit a corresponding vendor’s booth to pick up their prize. 5. W inners are responsible for shipping their prize. They can stop at Freeman booth #841 to make arrangements or can have it shipped from the Coronado Springs Business Center. 100: 10 Missions Media Full-page ad in Dec. issue of FenderBender Magazine: Value: $1,059; Full-page ad in December issue of Ratchet+Wrench Magazine, Value:$1,059 702: AER / Cummins $200 gift card 125: AlloyGator USA One set of AlloyGator wheel protection in any color we currently carry. Value: $159.95 737: American Tire Distributors $100 gift card 418: Auto/Mate $50 gift card 325: Autobody News $100 Visa gift card 103: Automotive International dba Mopar MasterShield $150 Callaway gift card 630: Big Ass Fans Premium swag pack w/Big Ass branded pint glass, coffee mug, koozie, water bottle, and the winner’s choice of a T-shirt, hoodie, or sweatshirt, Value: $65 514: Bosch Automotive Service Solutions OTC & Robinair (2) OTC 1580 Easy Roller, Value: $145 each 440: Bridgestone Bridgestone golf bag, Value: $250 631: Broadway Equipment Company $100 Visa Gift Card, Box of Titleist Golf Balls, and Slazenger golf polo, Value: $150

323: CDK Global (2) Drones, Value: $70 ea.

123: Dealership For Life 3) $100 Amex gift cards

827: Clean World Distribution, Inc. (2) $100 Visa gift cards

303 Dominion Dealer Services (2) $100 Visa gift cards

622: Continental Tire Set of four Continental or general brand tires up to 20” in diameter, Value: $1,200

626: Elite EXTRA Golfer package - Yeti 30 oz. tumbler, golf polo shirt (size L) and golf balls, Value: $100

616: Cox Automotive/Xtime (2) Amazon Alexa Echo devices, Value:$100 each

338: ELITE TAX MAX $100 Visa gift card and a FREE Elite Tax Max Package Value: $100 gift card; Elite Tax Max program valued at $5,000

106: CPS Products Mist Machine and one case of Formula 51 bottles (12 each) Value: $800 712: Customer Traac $250 Amazon Gift Card 628: Dana Incorporated Coleman Cooler, Value: $130 131: Dealer Focus (2) Samsung tablet Value: $200 ea. 131: Dealer Retriever Samsung 8” Galaxy Tab A tablet Value: $200 513: DealerMine CRM $100 gift card 309: DealerPRO Training One free seat to DealerPRO’s three day Fixed Ops Management Training, Value: $995 One free seat to DealerPRO’s two day Service Advisor Training Course, Value: $795

727: Falken Tires $500 Amazon gift card 502: FCA wiADVISOR iPad and microPod, Value: $800 810: FCA Digital Certified Programs $100 gift card 802: FCA Dealer Network FCA Performance Institute Degrees@Work - Mopar CAP - CX Customer Experience Fiat Chrysler Automobiles branded merchandise gift basket, Value: $177 606: Goodyear Tire & Rubber Co Free set of Goodyear brand consumer tires Value: $800 max 128: Guidepoint Systems EVTS Basic Kit Value Value:$499 Gold Service Plan Value: $258 226: Helm Promotions (2) $100 gift cards to the Dealer eStore

continued on page 8 6

2018 Service & Parts Business Conference

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DOOR PRIZE INFORMATION Door Prize Headquarters sponsored by

239: Hunter Engineering Apple Watch Series 4 GPS, Value: $400

610: OEConnection/Repair Link 2) $250 Home Depot gift cards

509: Strategic Marketing Services (3) $100 Gift Cards

119: Insignia Group, LLC $100 gift card

515: Oracle Data Cloud Oracle Data Cloud Patagonia backpack and Yeti hiking water bottle, Value: $130

210: Sullivan Tire (2) $100 gift cards

107: IPPTServices.com $200 Visa gift card 623: ITW Professional Automotive Products $50 Disney gift card; $100 Best Buy gift card 523: J&L Marketing $100 Visa gift card 218: Katzkin Automotive Leather (4) Customizable portable seat backs, Value: $105 ea. 336: Kem Krest Inc. Yeti 8-can cooler and Yeti rambler tumbler Value: $235 100: Local Biz Now (5) $100 gift cards 723: Matco Tools 8-piece screwdriver set Value: $ 174.75 823: Michelin North America (2) YETI Hopper Flip soft-sided Cooler Value: $200 ea. 524: Mopar Express Lane (MSXi) (2) $100 gift cards 203: Mopar On Demand Epsilon/Avanzado Roku Ultra 4K Streaming System Value: $120 120: Mopar TireWorks (Automated Media Inc) $50 gift card 118: NCompassTrac $500 discount on enrollment fee. Offer is valid until 12/31/18. Value: $500 234: Nitto Tire USA Inc. One set of Nitto tires (up to 20” - 4 units) Value: $1,500 819: NTW 3) $200 gift cards

116: PartsTrader $100 Amazon gift card 102: Pirelli Tire Lighted Pirelli sign, Value: $160 601: Proactive Dealer Solutions 1) Echo Dot , Value: $50 2) A PDS weeklong boot camp seat, Value: $2,495 611: Proton Dealership IT Fire TV Stick with Alexa Voice Remote + Echo Dot (1 Bundle) Value: $80 828: Recall Masters (2) one month subscription to Recall Masters services Value: $2,500 ea. 708: Reynolds and Reynolds Echo Show, Value: $229 822: Rotary Lift w/Chief Automotive Technologies (2) $100 Visa gift cards 422: Shell Beats by Dre Studio 3-Wireless over-the-ear headphones, Value: $350 $250 Shell gas card $100 Shell gas card 529: Shure Manufacturing $250 Amazon gift card 817: SimplePart $100 Cabela’s gift card 109 Slip-N-Grip a div. of Petoskey Plastics Service reminder printer and label kit, Value: $580 302: Solera-Autopoint (2) $100 gift cards 315: Sprint Sprint Computer Backpack with various items Value: $125

2018 Service & Parts Business Conference

717: Text2Drive 2-pack Amazon Echo (2nd Generation) Value: $200 618: The Wells Group, Inc. Ergo chair, Value: $300 114: TireHub Goodyear Tire, Value: $250 604: TSD Amazon Echo (2nd Generation), Value: $94.99 306: United Parcel Service (UPS) UPS Branded DRI DUCK Traveler Backpack w/cabin throw blanket, mesh faux leather cap, 25 oz. vacuum thermal bottle, sunscreen/lip balm, Value: $150 110: Urban Science Wireless earbuds, Value: $110 310: US Auto Force 2) $100 Visa gift cards 816: Verizon Wireless Bluetooth speaker, Value: $100 619: VF Imagewear Red Kap black performance soft shell jacket w/Mopar logo, Value: $125 115: VOXX Automotive (5) Mopar remote start kits; dealer can select from any active Mopar part number, Value: $224 per kit 112: Waste Management Apple Watch Series 3 GPS + Cellular, 42mm Space Gray Aluminum Case with Black Sport Band Value: $410 634: Xcite Advertising $200 Amazon gift card

PUBLISHER’S NOTES

Welcome to the 2018 Mopar Orlando Service & Parts Business Conference

ustomer Retention Through Service is our theme; four words that define our goal and what we are here in Orlando to acheive. A record 932 dealers and managers, from six business centers, comprising 32 states, along with 300 FCA Mopar team members and 700 vendor experts are here to learn together. We will never find a better opportunity to make a significant impact today and in the future. As the original seller, we are the first to know the customer; technology provides us immediate opportunity to stay connected with them. It works both ways – our customers research us even more than we do them. Why then, do we have to fight, from day one, to retain and get them back to the dealership? Perhaps you and your team and all of us, need a new game plan. The first email I read today was from a friend, “Modeling serves as great inspiration. We do our best work as a team, getting you out of a vacuum,” thank you, Tamila. This sums up the goal during the next three days: be an active part of this assembled 2,000 person team and continue long after sharing best ideas until the 2020 conference. This is a comprehensive guide; you have 20 pages to write the best parts of what you want to acheive. Many ideas will be shared, introductions will be made, friendships started, partnerships discussed, alliances strengthened, new ideas generated, old processes given a fresh look, and for sure, new ones started. The six business center leaders worked as a team during the past 12 months to hold this conference, please take advantage of every second!

to tell you about their company. They are investing their time and money, so please invest some of your time with them; it will pay huge dividends. Every feature of the conference can be found in this guide. You will find over 20 note pages and it will serve as your notebook, so don’t lose it! There is a spot for you to write your name and cell number below so if it does get lost, you’ll be able to get it back. You will leave Orlando with new ideas that address your biggest concern on how to better configure your time and to model your dealerships to conform to the needs and expectations of your consumers. I share this thought, the point of sale is either one of defection or affection, how you handle that very first transaction with your customers will determine their future engagement. Every customer must be introduced to the customer service department upon delivery of their vehicle! There are many door prizes to be claimed so be sure to use the passport while you visit vendors. If you need to rest your legs our dealer lounge is in booth 217. Please pull me aside and let me know how we can help make this a memorable, valuable time. I’ll close with a personal note, to Paul Cummings – you’ve been an inspiration to me and so many others around the world this last year, somehow we will again meet as you resume your schedule.

Greg Noonan, Publisher Insight Media Enterprises, Inc. 607-437-3061 gnoonan.cei@gmail.com

Each of our record 150 exhibitors and nearly 700 experts have been vetted to make sure they offer valuable information. Their company descriptions start on page 70. To make your time most efficient our 200 area managers are prepared to take you to visit vendors they know can help you acheive the ultimate customer experience at your dealership. Please give every vendor at this conference some time

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CLM CUSTOMER LOYALTY MAGAZINE

2018 Service & Parts Business Conference

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©2018 FCA US LLC. All Rights Reserved. Chrysler, Dodge, Jeep, Ram and Mopar are registered trademarks of FCA US LLC. FIAT is a registered trademark of FCA Group Marketing S.p.A. used under license by FCA US LLC.

2018 Service & Parts Business Conference

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Thursday:

5:30 - 9:30 pm

2018 Service & Parts Business Conference

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855-299-1099

FCA18.TEXT2DRIVE.COM

*Subscribe for four months to Text2Drive’s Automation Package by NOV 30, 2018 and Month 1 & 2 will be complimentary, except for DMS set-up and monthly integrations costs. Month 3, 4, 5 & 6 will be billed at $499.00 plus applicable DMS integration costs each month. **Speed Check-out requires a ‘real time’ connection with a dealer’s DMS and the dealer’s merchant services provider must be compatible with Text2Drive’s online payment aggregator. Your Text2Drive Customer Success Manager can advise. †Text2Drive’s telephone voice feature functionality is dependent upon a dealer’s telephone phone system. Some phone systems are not provisioned or configured to allow Text2Drive’s voice feature to function properly. Your Text2Drive Customer Success Manager can advise.

3 7A

Guest Services

A Lobby/Concierge/Bell Services B Disney Vacation Club®

Information Center C Resort Airline Check-In D Business Center

RANCHOS

Dining E F G H I J K

Pepper Market Maya Grill Café Rix Rix Lounge Las Ventanas Siestas Cantina Laguna Bar

DIG SITE

CABANAS

Shopping L Panchito’s Gifts

and Sundries

CASITAS

Recreation M N O P Q R S

LAGO DORADO

Lost City of Cibola Pool Campfire Iguana Arcade Explorer’s Playground La Vida Health Club, Salon & Spa La Marina Bike Rentals Volleyball Court

EL CENTRO

K F

B E

A G CHECK-IN L H I

Bus Stops

MAIN ENTRANCE

ive

Disney’s Magical Express Bus Stop

REIMAGINED RESORT COMING SOON!

Laundry en

Elevators

Wi-Fi is available in many areas throughout our Resorts including Guest rooms, main lobbies and feature pools. (Coverage may vary.) Smoking areas located outside of all buildings in marked locations. Service animal relief areas located in grassy areas adjacent to parking lots.

Automated External Defibrillators new balance® RUNNING TRAIL (.7 mile)

Building

Timon and Pumbaa from “The Lion King” are part of our problem-free safety philosophy. Keep an eye out for their safety reminders throughout the Walt Disney World® Resort. To learn more visit disneywildaboutsafety.com

Room ©Disney

COR2001-RC/FY17PC22415 0617

El Mercado de Coronado 7:00am – 11:00am Breakfast 11:30am to 11:00pm Lunch/Dinner

Laguna Bar

11:00am - 11:00pm Cocktails only 14

CONVENTION CENTER

Floor

2018 Service & Parts Business Conference

Maya Grill

Rix Sports Bar & Grill

5:00pm – 10:00pm Open for dinner – Full service

7:00am to 10:30am Breakfast 11:00am to 12:00 Midnight Lunch/Dinner

Cafe Rix

6:00am – 12:00am “Grab and Go”

SHUTTLE/TRANSPORTATION INFO TAXIS/LUXURY CARS Mears Transporation Group Taxi: 407-422-2222 Luxury car: 407-423-5566 24/7 availability

Disney’s Coronado Springs Resort

DISNEY BUS TRANSPORTATION Complimentary bus transportation to and from all Disney theme parks and water parks is available. Buses also run to Disney Springs and Disney’s Winter Summerland Miniature Golf Course. Disney’s Animal Kingdom Lodge

CONFERENCE SHUTTLE INFORMATION Transportation will be provided to/from Walt Disney’s Animal Kingdom Lodge and the conference at Disney’s Coronado Springs Resort. See below for times. Pick up at Disney’s Animal Kingdom Lodge will be in front of the Giraffe Trail Guest Rooms near the entrance of resort. Tuesday, October 9 55-passenger bus Pick-up time: 7:30 AM Return time: 6:15 PM Wednesday, October 10 55-passenger bus Pick-up time: 7:00 AM Return time: 9:50 PM Thursday, October 11 55-passenger bus Pick-up time: 5:30 AM (6:00 AM breakfast) Return time: 9:50 PM (End of the Mopar Vendor Expo) Friday, October 12 55-passenger bus Pick-up time: 6:15 AM (6:45 AM breakfast) Return time: 12:00 PM (End of the general session)

The main bus stop at Disney’s Coronado Springs Resort is located in front of the El Centro building. Three additional stops shuttle guests between the Casitas, Ranchos and Cabanas suites.

CAR RENTALS

Enjoy the convenience, comfort and flexibility of a having rental car during your stay at Walt Disney World Resort. The Car Care Center offers guests the services of Alamo Rent-A-Car and National Car Rental. Operating Hours: 6:00 AM - 8:00 PM, Monday - Friday 6:00 AM - 6:00 PM, Saturday - Sunday Contact: (407) 824-3470 Pick up and return your National or Alamo rental car at the Car Care Center, located near Magic Kingdom park. Our convenient, complimentary shuttle makes it easy with door-to-door service from your Resort hotel to the Car Care Center. Walt Disney World Resort Guests should inquire at the Concierge or use any Walt Disney World Resort lobby phone to be connected to Alamo Rent-A-Car at the Car Care Center.

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SPONSORS

BARS

Booth 702

Booth 737

Booth 303

Booth 532

Booth 722

Booth 202

Booth 422

Booth 130

THURSDAY DINNER

DEALER REGISTRATION

LANYARDS

Booth 203

Booth 532

Booth 303

WEDNESDAY DINNER

DOOR PRIZE HQ

GOBO

Booth 622

Booth 634

Booth 422

WEDNESDAY LUNCH

KEYNOTE

DEALER LOUNGE ®

™

Booth 522

Booth 508

Booth 217

BREAKFAST

SHIRTS

TRAILER

Booth 414

Booth 422

Booth 440

ELECTIVE SESSIONS

BREAKS

CONFERENCE BAG

Booth 110

Booth 422

Booth 315

2018 Service & Parts Business Conference

Capture new customers by making service an upscale experience STANDALONE EXPRESS LANE FOR FAST AND CONVENIENT SERVICE â&#x20AC;¦

THAT PULLS OUT ALL THE STOPS

Available as On-Site, In-Site or Off-Site

Clean, Modern, Comfortable Waiting Areas

True Retail Service Facility

Recapture Lost Customers

Tires, Routine Maintenance and Light Repair

Turnkey Solution with World-Class Support

Find out how you can start attracting new customers today. Email us at expresslane@msxi.com.

AGENDA

Wednesday, October 10, 2018 7:30 am – 12:30 pm

Dealer Registration Disney’s Coronado Springs Resort

9:00 am – 12:30 pm

Mopar Vendor Expo Kicks Off – Veracruz Exhibit Hall

1:00 pm – 1:30 pm

Business Conference Kick Off – Coronado H&J Frank Lasater – SWBC Service & Parts Manager, Master of Ceremony Six Service & Parts BC Leads

1:30 pm – 2:15 pm

Mopar Parts Update – Coronado H, J & K John Fox – Head of Parts Sales & Field Operations

2:15pm – 3:00 pm

Mopar Service Update – Coronado H, J & K Rolf Assmuth – VP, Technical Service Operations

3:00 pm - 3:20 pm

Break

3:20 pm - 4:00 pm

wiADVISOR 3.0 – Coronado H, J & K Greg Dryden, wiADVISOR

4:00 pm – 5:00 pm

Thrive in Today’s Ultra-competitive Business Environment – Coronado H, J & K Ryan Estis – Author, Motivator, Consultant

5:30 pm – 9:30 pm

Mopar Vendor Expo – Veracruz Exhibit Hall

Yellow

Southeast dealership attendees

Red

Southwest dealership attendees

Green

Midwest dealership attendees

Black

Great Lakes dealership attendees

Fuschia

Northeast dealership attendees

Brown

Mid-Atlantic dealership attendees

Wondering what the attendees’ different colored lanyards mean? See chart...

Orange Vendors

Purple

Guest Speakers

Royal Blue

Chrysler Corporate

2018 Service & Parts Business Conference

Lanyard Sponsor

Industry-leading tools, service and support — delivered.

In today’s competitive market, dealerships need every advantage. It takes a strong partner to keep your business growing year after year. Choose the team and tools that support your drive to be successful — choose ATD. > VISIT ATD-US.COM for more information.

AGENDA

Thursday, October 11, 2018

6:00 am – 7:30 am

Breakfast – Veracruz A

7:30 am – 7:35 am

Opening Comments – Coronado H, J & K Frank Lasater – SWBC Service & Parts Manager

7:35 am – 8:15 am

Almost Everybody, Does Almost Everything, Almost Enough – Coronado H, J & K Randy Johnson – Founder & President, Car People Marketing

8:15 am – 9:15 am

Who Succeeds and Who Fails – Coronado H, J & K Ross Shafer – Comedian, Writer and TV Host

9:15 am – 9:30 am

BREAK

9:30 am – 12:00 pm

Service Manager Break-out – Coronado H, J & K Parts Manager Break-out – Fiesta 5 Dealer Principal/General Manager Business Forum – Fiesta 6

12:00 pm – 1:00 pm

Lunch – Veracruz A

1:00 pm – 2:00 pm

Workshop 1 Electives See back of your name badge for session location.

2:10 pm – 3:10 pm

Workshop 2 Electives See back of your name badge for session location.

3:10 pm - 3:25 pm

BREAK

3:25 pm – 4:25 pm

Workshop 3 Electives See back of your name badge for session location.

4:35 pm – 5:30 pm

Workshop 4 Electives See back of your name badge for session location.

5:30 pm – 9:30 pm

Mopar Vendor Expo – Veracruz Exhibit Hall

2018 Service & Parts Business Conference

FOR MORE INFORMATION, E-MAIL: CARDEALER@CONTI-NA.COM

35 Sizes: Covers over 80% of Premium All-Terrain Market

• 20 Metric Sizes

• 235 - 315 Width

• 15 LT Metric Sizes

• Aspect Ratio: 45 - 80

• Rim Diameter: 16“ - 22“

In addition to versatility, the TerrainContact™ A/T provides an extra measure of confidence because it is backed by the Total Confidence Plan: – 60,000 mile Limited Mileage Warranty – 60 day Customer Satisfaction Trial* – 3 Year Flat Tire Roadside Assistance – 12 Month Road Hazard* – 72 Month Limited Warranty

CO NTINENTALTIRE .CO M

* Coverage is within the stated duration from the date of purchase or the first 2/32NDS treadwear, whichever comes first. Restrictions and Limitations Apply. See complete Total Confidence Plan for complete coverage details.

AGENDA

Friday, October 12, 2018 6:45 am – 8:00 am

Breakfast – Veracruz A

8:00 am – 8:45 am

Vehicle Sales Update – Coronado H, J & K Carlos Jimenez – SEBC Business Center Director

8:45 am – 9:45 am

Leading Change – Coronado H, J, & K Jon Purdy – National Director of Learning & Development, CDK Global

9:45 am – 10:00 am

BREAK

10:00 am – 11:00 am

Empowering Greatness! – Coronado H, J & K Don Yaeger – Sports Journalist & Author

11:00 am – 12:00 pm

How Great Companies Ignite Passion for Leadership – Coronado H, J & K Eric Chester – Award Winning Speaker and Best Selling Author

12:00 pm – 12:15 pm

Closing Remarks – Coronado H, J & K (Southeast, Southwest, Midwest, Great Lakes, Northeast, Mid Atlantic)

CAPITAL TIRE INC. Family Owned & Operated since 1919. Servicing OHIO, MICHIGAN & INDIANA.

www.capitaltire.net

2018 Service & Parts Business Conference

2018 Mopar Service & Parts Business Conference - Orlando

FINANCING PROMOTIONS for authorized U.S. Dealers only

ZERO PERCENT FINANCING!*1

ZERO DOWN, 90 DAY DEFERRED*2

• Lease Term = 12 months

• No payments for 90 days, followed by your choice of 24, 36, 48, or 60 month lease term

• Acquire equipment for your facility today and finance over time with no interest • Minimum finance amount of $15,000 • Credit application must be received by November 30, 2018

• Start to generate revenue with your new equipment today while deferring initial expenses to future periods

• Minimum finance amount of $15,000 • Credit application must be received by December 31, 2018

*Available to authorized FCA U.S. Dealers with a minimum finance amount of $15,000 on new Mopar Service Equipment only - DOES NOT apply to essential tool purchases. Application must be completed by date/s noted above. Subject to one time $250 documentation fee and credit approval. Credit approval valid for 90 days. Cannot be combined with other offers or discounts. Additional restrictions may apply. Contact your local program regional manager for details. 1 Offer is valid through November 30, 2018 and may change without notice. Third party costs such as sales tax and freight can be financed but are not included in this offer. Equipment cost multiplied by applicable rate factor equals the Monthly Lease Payment. First payment due in advance on 12 month term to a $1.00 Lease End Purchase Option. Lease rate is indexed to ICE Benchmark 12 month interest rate swaps and is subject to change. 2 Offer is valid through December 31, 2018 and may change without notice. Offer requires minimum financed for at least 24 months. Third party costs such as sales tax and freight can be financed, no restrictions apply.

Visit the Mopar Service Equipment booth for additional details. While attending the conference, be sure to look for this sign to easily identify our Trusted Partners!

TRUSTED PARTNER

Visit each of our Trusted Partner booths to take advantage of additional Mopar Service Equipment offerings.

GENERAL SESSION SPEAKER PROFILES

Leading Change

Implementing change and driving performance can be a challenge for even the most experienced leader. Leading a Winning Team will will examine the 10 differences between leading vs. managing and equip you to invest quality time every day leading your team while defending yourself against the onslaught of the daily grind. This is not time management – it’s choosing leadership over managing tasks. The session will end with the Formula for Successful Change. You’ll learn the five essential elements that create successful change and what happens when each is missing. This is a powerful session that will empower you to take the great ideas and lessons learned at Mopar Expo 2018 back to your store and launch them right, make them last and grow your business. Jon Purdy is the national director of Learning & Development at CDK Global – Consulting. He is a longtime automotive professional with a broad range of experience delivering results in sales, fixed operations, finance, leadership and dealership operations. He previously served as the national director of training for CDK Global – Consulting/Traver Technologies. Throughout his career, he has represented more than a dozen OEMs and national dealer groups by seamlessly fitting into the brand identity and culture and is nationally recognized and requested by many OEMs.

Thrive in Today’s Ultra-competitive Business Environment

This keynote prepares leaders to thrive in today’s increasingly connected, competitive business environment. Estis challenges conventional leadership practices and explores progressive techniques and technology that pace with the evolving needs of today’s knowledge worker. As our workforce and customers evolve, the approach to effective leadership also needs to transform. Traditional command and control leadership is giving way to a more connected, collaborative and flexible approach to managing people and performance. This interactive keynote delivers new ideas, information and actionable insights that leaders can leverage immediately to drive productivity and performance. The outcome of this keynote will be leaders who are prepared to capture employee commitment, elevate productivity and performance and drive business growth. Ryan Estis has more than 20 years of experience as a top-performing sales professional and leader. As the former chief strategy officer for the McCann Worldgroup advertising agency NAS, he brings a fresh perspective to business events. As a keynote speaker, he is known for his innovative ideas on leading change, improving sales effectiveness and preparing for the future of work. He was recently recognized as one of “the best keynote speakers ever heard” by Meetings & Conventions magazine alongside Tony Robbins, Bill Gates, Colin Powell and Mike Ditka. Estis delivers keynote speeches, courses and online learning with an emphasis on actionable content designed to elevate business performance. His curriculum emphasizes emerging trends influencing corporate culture, communication, collaboration, leadership, sales and brand experience. He helps participants prepare to thrive in today’s ultra-competitive, hyper-connected business environment.

2018 Service & Parts Business Conference

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GENERAL SESSION SPEAKER PROFILES

Almost Everybody, Does Almost Everything, Almost Enough...

This keynote session is sure to wake you up on Thursday morning. It focuses on motivating managers to do something different, to step up their game and to realize that “enough just isn’t enough” anymore. It also includes some simple, real-world ways to improve customer retention by mirroring several proven methods that are employed by the hospitality industry and companies like Disney. It is engaging, funny and powerful – get there early, you won’t want to miss a minute! Randy Johnson is the founder and president of Car People Marketing. Before opening Car People Marketing in 2001, he grew up in the independent repair business in West Virginia before eventually becoming the corporate fixed operations director over 17 dealerships in Florida. Today, he is a highly sought after keynote speaker for leading service and parts events across the country and recognized as an automotive industry thought-leader. Johnson is passionate about helping dealership service departments thrive and is deeply committed to the products his company offers. His real-world and direct approach coupled with his grit drives his success and the success of his clients.

Who Succeeds and Who Fails

Leadership author, TV Emmy winner, and former car mechanic, Ross Shafer, has written five books and 11 human resource training films on the Evolving Customer Experience. Shafer is obsessed with how to leverage into your customers’ latest buying habits. You’ll take home a contrarian perspective that will confound your competitors – and give you the edge to boost your scores. (Yes, he actually was a young professional car mechanic.) Ross Shafer – After college, Shafer took a job as an advertising manager for the 28 store Squire Shops retail clothing chain in Seattle. Writing ad copy and concocting radio and TV campaigns paid the bills, but at night Ross haunted local comedy clubs in search of a career in joke-telling. After years of slogging around the comedy circuit, he won the Seattle International Comedy Competition and immediately became an opening act for performers like Crystal Gayle, Eddie Rabbitt, Nel Carter, Neil Sedaka, and Dionne Warwick. In 1985, Ross pitched a TV show idea to the NBC affiliate in Seattle (KING). Serendipitously, KING-TV had a hole in their broadcast schedule. So, ALMOST LIVE was born and for the next five seasons he hosted the comedy talk show while he and his team collected 36 Emmys. ALMOST LIVE even won the Esquire Magazine dubious Achievement Award one year for attempting to change the Washington State song to “Louie, Louie.” During those years he also hosted an afternoon drive radio show on the 50,000 watt KJR-AM. In 1988, he was wooed by the Fox network to take over The Late Show, which competed with The Tonight Show and David Letterman. The show lasted a year and he next found himself in New York co-hosting Days End on the ABC network. It was here that he sat beside Matt Lauer and Spencer Christian as they interviewed the movers and shakers of New York and the world. Dick Clark told Ross, “Always have a backup plan, my boy, TV is terminal” and predictably Days End was eventually cancelled. The next stop for Ross was hosting the revised Match Game on the ABC network. Another game show (this time on the USA network) Love Me, Love Me Not and numerous TV pilot projects followed. Shafer continued to headline at many leading night clubs and casinos in North America. He produced a highly acclaimed comedy album about the Clinton administration titled, Inside the First Family. He also wrote a comedy cookbook that became a best seller, Cook Like A Stud - 38 recipes men can prepare in the garage with their own tools. In 1994, he made the decision to get back to his corporate training roots. To date, he has produced 14 human resource training films on customer service, motivation, leadership, and peer pressure. He has authored the multiple business books as well. Today, he is one of the most sought after keynote speakers and seminar leaders on the subjects of Customer Urgency and Empathy, Personal Motivation, Reinvention, and Market Relevance.

2018 Service & Parts Business Conference

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GENERAL SESSION SPEAKER PROFILES

Empowering Greatness!

At the 2016 Mopar Business Center conference, best-selling author Don Yaeger shared four of what he has discovered are 16 consistent characteristics of great winners. In his 2018 keynote, Yaeger will offer four new stories on four more of the characteristics. Don’t miss this discussion on continuing the pursuit of greatness! Don Yaeger is a nationally acclaimed inspirational speaker, longtime associate editor of Sports Illustrated, and author of over 30 books, 11 of which have become New York Times best-sellers. He began his career at the San Antonio Light in Texas, and also worked at the Dallas Morning News and the Florida Times-Union in Jacksonville before going to work for Sports Illustrated. As an author, Don has written books with, among others, Hall of Fame running back Walter Payton, UCLA basketball Coach John Wooden, baseball legends John Smoltz and Tug McGraw, and football stars Warrick Dunn and Michael Oher (featured in the movie The Blind Side). He teamed with Fox News anchor Brian Kilmeade to pen the 2013 best-seller George Washington’s Secret Six, a look at the citizen spy ring that helped win the Revolutionary War and then again in 2015 for Thomas Jefferson and the Tripoli Pirates: The Forgotten War that Changed American History, and in 2017 for Andrew Jackson and the Miracle of New Orleans: The Battle that Shaped America’s Destiny.

How Great Companies Ignite Passion for Leadership

The war for qualified and competent service advisors, auto techs, and parts counter associates has never been more fierce, and the stakes have never been higher. Confronted with the reality of a fully deployed workforce, savvy leaders and managers are now pulling out all stops to find, develop, and keep good people in their dealerships. As an in-the-trenches workforce researcher, bestselling business author, and award-winning keynote speaker, Eric Chester has uncovered the ideas, strategies and techniques that cutting-edge employers are using to win the talent wars and keep their dealerships fully staffed. In this dynamic and powerful closing keynote, Eric Chester will shine the spotlight on the innovative tactics and bold moves that these forward-thinking companies and automotive dealers are using to attract, develop, and retain the best and the brightest. Eric Chester is an award winning speaker and bestselling author. Since 1998, Chester has been the leading voice in attracting, managing, motivating, and retaining the emerging workforce. As an in-the-trenches workplace researcher and thought-leader, Chester has cracked the code on the tactics and strategies companies that are recognized as “best places to work” in their respective industries are using to win the talent wars. On Fire at Work: How Great Companies Ignite Passion in Their People without Burning Them Out (2015) is his fourth leadership book, featuring top-tier leaders of the world’s best places to work who share their best practice strategies for getting employees to work harder, perform better, and stay longer. His previous release, Reviving Work Ethic – A Leader’s Guide to Ending Entitlement and Restoring Pride in the Workforce (2012) is the first business book on developing soft skills and core work ethic values since 1904. He is the founder of The Center for Work Ethic Development and created a work ethic training curriculum that is being taught at hundreds of schools, colleges, workforce centers, and organizations all over the world. Chester has delivered more than 2,000 paid keynote speeches on three continents and is a 2004 inductee into the National Speakers Association’s acclaimed Hall of Fame. Companies that have invited him back multiple times to keynote annual conventions, conferences and meetings include Harley Davidson, McDonald’s, Sprint, Great Clips, and ALCOA, to name a few.

2018 Service & Parts Business Conference

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ELECTIVE SPEAKER PROFILES

Mopar Express Lane Super Executive Roundtable

This session will give you an overview of Express Lane Executive Roundtables available to current Express Lane dealers. In these sessions we cover topics that are important to high performing Express Lane dealers or those that want to reach that level. We provide topics for breakout sessions but also want you to bring ideas and a best practice to share. We conduct Executive Roundtables in each of the nine business centers. Similar to a 20 group meeting this is an ongoing session that we try to conduct every six months typically at the business center if available. Also, we have speakers attend that are specialists in their fields. This is a good time to question the specialists. Join us in Orlando to learn more about our new Express Lane Executive Roundtable Sessions. James L. Blok – Express Lane Facilitator, MSXI, has vast experience in the automobile business. He has virtually held every position and finished his retail experience overseeing the day-to-day operations of a dealer group. He has spent the last 14 years conducting in-dealership consulting, process improvement and facilitating group training.

Mopar Bulk Oil Profitability – More than Just an Oil Change

In this session, representatives from Shell and Mopar will discuss the ways in which to grow retail and wholesale oil business at the dealership. Session topics include maximizing RO value on oil changes, understanding the benefits of Mopar Bulk Oil, Shell’s collaboration with Mopar Vehicle Protection, and accessing Shell’s business development funds for your oil related needs. The session will also touch on the partnership between Shell and FCA’s technical teams as they continue to innovate together. Jesse Campos III has spent the last 19 years working in the oil and gas industry, developing world-class programs for quick lubes and dealerships across the country. Campos joined Shell Oil Company in 2007 to direct their sales and marketing initiatives and grow their customer relations internationally, and now serves as director of OEM Marketing for their North American operations for Fiat Chrysler Automobiles, BMW of North America, Hyundai Motor America and Canada. Prior to working with Shell, he enjoyed a successful career working at PennzoilQuaker State Co. in automotive, transport and industrial lubricants, with extensive experience in sales, operations, and management. Today, Campos also leads a partnership between Shell Oil Company and members of the Shell Premier Network bringing new and unique revenue generating opportunities to dealers in North America.

High Volume, High Sales…Let’s Talk Fleet!

It’s a fact - the appropriate focus on service and parts business in your dealership will yield impressive returns in both revenue and customer retention. Find out how engaging fleet customers can provide incremental revenue growth and a steady source of traffic for your service department. Mike Cockell, Head of Fleet Service & Parts, FCA, is responsible for growing the aftersale business and supporting fleet segment customers. With 25 years of service, parts and vehicle sales experience, he has worked extensively with dealer personnel, and retail and wholesale customers to build programs that capitalize on the lucrative opportunity available in fixed operations.

2018 Service & Parts Business Conference

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ELECTIVE SPEAKER PROFILES

Maximize your Service Lane ROI with wiAdvisor

Greg Dryden, Dealer FX, has had a career of extensive and progressive dealership management experience. Starting as a certified master technician, he has worked his way through every position in the business. He ran the largest fixed operations department in the US with over 130 techs and 25 advisors, doing three million a month in parts and labor sales. After serving as the general manager of two large dealerships, he went on to be COO of one of the largest dealer groups in the country. He served in this capacity for over 10 years. He subsequently turned his experience into consulting, training, and motivational speaking, both for dealers and the OEM.

Steer your Own Future…How to Drive Service Retention

Tom Edwards, national sales director, Dominion Dealer Solutions, has been in the automotive industry for over 20 years. After serving more than fiveyears in various positions within a dealership, he moved to the vendor space and began selling ACCESS DMS. Edwards quickly moved to management and served as the national sales director for 16 years. He now is involved on the product side and has had an active role in the development of the new cloud-based DMS, Dominion VUE. In his current role, he is leaning heavily on his extensive client-facing background to influence the design and implementation of this new software.

Mopar Express Lane Success and Evolution

This workshop was designed to address four, 50-minute presentations to non-Express Lane dealers. The powerpoint reviews the impact of the aftermarket maintenance and light repair business on FCA dealers service departments. The powerpoint begins with a video that is a parody of service sales and marketing. The powerpoint picks up with a review of how the aftermarket profits at the expense of car dealers. Then the powerpoint addresses the benefits of addressing the aftermarket with an Express Lane model. The Express Lane standards are reviewed and a wrap-up video is shown that demonstrates how the Express Lane process flow works. Finally, time is left for questions and answers. This is not a sell session, but it is an information session. Pat Emmett is the training development facilitator at MSXI. He has 35-plus years in the car business, including 25 years at Ford Motor Company. Emmett’s experience includes teaching parts management classes and working as a quick lane project manager. He has been the event coordinator for Ford Racing, NASCAR at Talladega, AL, for five years. He has served as a 20 group moderator at NCM for 10 groups. He has been an in-dealership parts and service consultant and has worked on the FCA Express Lane Program for over three years. He is the author of A Second Chance – Surviving Sudden Cardiac Death; Quick Serv; Bitcoin Bluz; Bayou Bluz; and Memphis Bluz. Emmett is active in children’s charities and several car clubs.

2018 Service & Parts Business Conference

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ELECTIVE SPEAKER PROFILES

Choosing the Right Road to Employee Retention

In this presentation Mike Esposito will cover the correlation between happy employees, loyal customers, and higher profits, creating a great workplace, and creating a measurement system. You will walk away from this presentation with actionable items to implement in your parts and service department. Mike Esposito is president and CEO, Auto/Mate Dealership Systems. He has been with the company since 1999 and is responsible for the overall direction of the company. He received a B.S. in mechanical engineering and a master’s in industrial administration both from Union College. Previous to Auto/Mate, he was the general manager at a large multi-line new car dealership. Prior to his dealership experience, he was the director of marketing and sales for a Fortune 100 technology company. His many years of automotive experience and knowledge of the inner workings of dealerships, coupled with his deep technical background, have provided Esposito with a unique perspective of what dealers really need from a dealership management system, and how the system should be designed to deliver it.

FCA MasterCard - Parts $3,000…Labor $2,500… 0% Interest…Priceless! The all new DrivePlus Mastercard is a Best-In-Class program that drives dealership sales and customer loyalty. With exclusive features that include $100 statement credit with first FCA purchase, no annual fee, instant in-dealer credit approval, earn 5% back on all in-dealer purchases, everyday special 0% financing for purchase of $499 or more. You need to attend and learn more about this no-cost program. Bonus: All attendees will have a chance to win an Apple watch! Rick Evans is national sales manager, FCA DrivePlus Mastercard, First National Bank of Omaha and has 30 years of automotive and credit card experience with GE Capital Auto Lease, Allstate Motor Club and Citibank. Now, at DrivePlus Mastercard, Evans leads a field sales team dedicated to the program, offering customers instant credit, 0% financing, an industry-leading rewards program, and a $100 statement credit with first in-dealer purchase - all at no cost to dealers!

Employee Retention and Pay Plans

Lee Harkins is president and CEO of M5 Management Services Inc. and began his career in the automotive industry as a parts truck driver and worked his way up through the ranks to parts manager, service manager, and service director to become one of the most desired management consultants in the industry. He brings 24 years of performance coaching and consulting experience, along with 10 years of retail management experience. His client list reads like the “who’s who” of the auto industry from manufacturers to individual dealerships. His innovative approach to the enhanced performance of his clients has earned him a well-respected reputation. Harkins is an innovative performance enhancement coach, implementation coach and speaker. He has been a featured speaker at the NADA national convention for the past eight years.

2018 Service & Parts Business Conference

SAVE THE DATE!

2020 Mopar Service & Parts Business Conference Orlando, FL â&#x20AC;¢ October 14-16, 2020

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ELECTIVE SPEAKER PROFILES

Five Stupid Service Advertising Myths

This session takes a fun, but enlightening look at some of the biggest mistakes dealers make when it comes to service advertising. Find out what works and what doesnâ&#x20AC;&#x2122;t work, who to target first, what offers and coupons drive the most traffic, how to boost customer retention, how to get more bang for the buck and how to take your service business to the next level. Randy Johnson is the founder and president of Car People Marketing. Before opening Car People Marketing in 2001, he grew up in the independent repair business in West Virginia before eventually becoming the corporate fixed operations director over 17 dealerships in Florida. Today, he is a highly sought after keynote speaker for leading service and parts events across the country and recognized as an automotive industry thought-leader. Johnson is passionate about helping dealership service departments thrive and is deeply committed to the products his company offers. His real-world and direct approach coupled with his grit drives our success and the success of our clients

Collisions Happenâ&#x20AC;Śthe Mobile Frontier

Relax and take comfort in the fact that 2019 is not the year for ADAS technology to put collision repair shops out of business. Less than 5 percent of the vehicle Car Parc has some level of autonomous technology, and collision experts do not see a critical mass of autonomous vehicles on the road until 2023. Collisions are still going to happen at similar rates for the next several years, but there are significant changing demands of repairer and insurers today that effect how a collision wholesale dealer goes to market. This session provides tips on how to leverage existing collision incentive programs, find new profit centers in mobile services, and understand the changing landscape of digital part procurement and CRM management. Please join us for an interactive session that will help you plan future collision part strategies. Lauren Kolak, senior manager, Collision Sales is responsible for collision programs for the FCA dealer network, in addition to collision industry relations with estimating platforms, Insurers, MSOs and training entities.Previous to this role, she held positions in the customer experience, dealer technology and fleet operations groups.Â She is passionate about reaching new markets and leveraging technology to drive greater business efficiencies. Erica Schaefer has driven growth and innovation to the FCA collision portfolio for nearly 10 years. Aside from managing the marketing and pricing actions for all exterior and sheet metal components, she developed the FCA Certified Collision Network and strives to educate the industry on why insist on original equipment collision parts. Prior to collision, Schaefer held increasing levels of responsibility within the Mopar Supply Chain team and is just shy of 25 years with the company.

Effective Parts Marketing with RepairLink

This session will provide an overview of the competitive aftermarket landscape. Included will be a review of industry trends and the 2019 Mopar Wholesale go to market strategies. Also included will be in in-depth review of Repair Link, the OEConnect catalog and part sales tool for mechanical parts. Finally, a review of a new Mopar marketing support initiative in conjunction with the Repair Link platform will be provided. Rick Majewski, senior manager Mopar and Magneti Marelli Aftersales, FCA has been with Chrysler for over 30 years and started his career as a district manager in the Atlanta zone in 1988. He was an inaugural member of the Team Mopar part sales organization in 1992. He moved to Detroit in 1997 as a regional field operations manager for Team Mopar. He has held several positions at Mopar including managing the Smart Link Service Reminder Program and integral part of the launch of Mopar 5300 Inventory System. He joined Magneti Marelli as Head of Magneti Marelli Aftermarket NAFAT in January 2014 until June of 2016. Since June 2016, he has been in the Aftermarket Wholesale Sales organization. 36

2018 Service & Parts Business Conference

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2020 Mopar Service & Parts Business Conference Orlando, FL â&#x20AC;¢ October 14-16, 2020

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The Power of Process Improvement

FCA has implemented a continuously evolving change management system that leverages the engagement and development of all people throughout an organization, to achieve excellence through a culture of continuous improvement. World Class Manufacturing (WCM) and World Class Logistics (WCL) differs from earlier work systems used at other manufacturers as it is not only focused on compliance to production standards but involves people development, leadership behaviors, world class targets, best practices, competency network and innovation backed up by a robust audit system that spawns a healthy competition and sharing system toward the ideal state of production. WCM/WCL resides in the employee’s hearts, heads and hands to imagine the future and create a better way to run the business. This session will provide a glimpse into the change management system that has produced amazing results at FCA through your engagement in a series of unique simulations that will open the right side of your brain and challenge your psyche to reach for discontinuity. Scott Tolmie, NAFTA WCM Academy Lead, FCA, is currently responsible for the design, development and operation of a closed loop, all-inclusive training system designed to drive the creation of know-how and support the manufacturing community as we establish a culture of continuous improvement. With 22 years of experience, he has become a proven leader to design and implement programs that empower all employees to achieve the highest levels of performance, quality and customer service. Bobby Moreira, NAFTA WCM Plant and eLearning Academy Lead, FCA is currently responsible for a new systematic training program based on roles and responsibilities at manufacturing plants. He is also responsible for design and development of online modules.

If it Ain’t Broke – Break It!

As a dealer, are you (or your team) complacent when it comes to fixed ops, settling for average results and performance? Sort of a “If it ain’t broke, leave it alone” mentality? If you’re not sure, odds are you need to attend this fixed ops workshop to find out how this attitude negatively impacts service and parts operations, profitability and employee morale. Don Reed will show you how to break the cycle of mediocrity in fixed ops. Learn the four keys to success and how to employ professional advisors who sell through better customer advising and strive for 120 percent productivity! Don Reed is CEO and founder of Dealer Pro Solutions and has worked with hundreds of dealerships and dealer groups across the U.S., Canada and the U.K. teaching them how to increase profits in fixed operations. He has been published in AutoDealer Monthly, AutoSuccess, Fixed Ops, RVPRO, and Dealer magazines.

Don’t Guess…Hire All Stars

In this data-driven session, Hireology co-founder and CEO, Adam Robinson, will teach attendees how to leverage insights to improve their hiring and attract quality employees. He’ll share an overview of key metrics every dealership should continuously track to make hiring more efficient and increase profitability. These include time to hire, hiring process adherence, applicant sourcing channel ROI, and more. He’ll also walk attendees through several examples of dealerships who have improved their hiring efforts through insights-driven decision making. Attendees will leave this session with an understanding of how they can apply hiring and talent management insights at their dealerships to continuously improve their hiring efforts. Adam Robinson is co-founder and CEO of Hireology, a venture-backed hiring and talent management platform named an Inc. Top 50 Best Workplace and No. 94 on the 2016 Inc. 500. He’s the author of The Best Team Wins: Build your Business Through Predictive Hiring, and the host of The Best Team Wins Podcast featuring leading entrepreneurs discussing the people side of their business. Robinson is a highly sought-after speaker on the topics of entrepreneurial leadership and building exceptional workplace culture. 38

2018 Service & Parts Business Conference

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Push your Powertrain Sales to the Red Line!

In today’s competitive environment it’s important to tout the advantages that Mopar Powertrain offers. Begin with O.E. quality that includes the most up to date engineering enhancements and an industry leading warranty and core return policy. Include a nationwide distribution channel of 32 warehouse locations, availability and the best sales support in the industry and you quickly see why Mopar Powertrain is the best option for your customer. Join us for an informative and practical look at how to compete against aftermarket suppliers and service contract companies. Brian Rogos, senior manager, Aftermarket Channel, FCA began his career with then Chrysler Motors Corporation in 1986. Since then he has held numerous positions of increasing responsibility in the service and parts organizations of the company. He is currently in charge of Mopar’s Aftermarket Channel, which is responsible for growing Mopar’s wholesale business. Rogos holds a Master’s of Science degree in Finance from Walsh College. Bill Taylor is regional sales manager and national trainer for Dallas-based AER Sales. Before joining the AER team, hiss background included extensive automotive aftermarket and OE management experience within independent retail/ wholesale businesses, NAPA/Genuine Parts, and Tracy Industries. Responsibilities include sales, marketing, new business development, and sales team management. His training clinics provide the critical steps needed to build strong, resultsbased partnerships with customers to achieve tangible sales results. He combines practical real world sales experience and solid product knowledge with motivational techniques to build salesmanship skills at all levels within an organization; anyone who comes in direct contact with customers can benefit. He has presented numerous clinics throughout the country and generated an impressive list of sales success stories from the businesses who have participated.

The Wait is Over, the Connected Future is Now!

Turn the tools you already have into to increased profits and higher customer satisfaction. How Uconnect connects you to your customers and increases dealership traffic in both service and sales. Michael Ross, head of Mopar Vehicle Protection and Connected Service Operations, FCA. He is responsible for the global expansion of MVP and Uconnect sales and operations. With 28 years of service, including roles in sales, marketing, product strategy, pricing, network development, training, banking, and supplier operations. Fourteen of those years have been spent working overseas developing business interests in Asia, Australia, Europe and Latin America. He joined the Uconnect team in 2016 and has focused on improving customer retention, Uconnect product awareness, sales channel development and dealer engagement.

How to Boost Service Traffic and Revenue with Digital Marketing Discover how you can use digital marketing to boost your service traffic and revenue by digitally targeting current and potential service customers. Only 30 percent of all service visits take place at a dealership and only 17 percent of those visits occur at the dealership where the vehicle was purchased. Customers seek independent shops because they have misconceptions about dealer pricing and believe independent shops are more convenient. In addition, they seek service options online, but most dealer websites are sales-oriented. As a result, dealers see less repair orders, decreased billable hours, and higher post-warranty defection. During this session, we’ll show you how you can use digital marketing to capitalize on today’s trends and reach vehicle owners with marketing that influences them to take action. Brad Sipes – J&L marketing director of National Accounts is an expert in automotive direct and digital marketing. For over nine years, he has strived to increase the quality of traffic and sales for manufacturers and dealers across the country. He has a proven track record for helping these clients not only meet, but surpass revenue and sales goals via a variety of complex strategies and solutions. Jamil Zabaneh – president of J&L Marketing has over nine years of experience pioneering digital marketing solutions and a track record for creating innovative marketing solutions for the automotive industry’s most complex challenges. He tracks industry data and trends and develops solutions to current and potential roadblocks for manufacturer and dealer marketing and sales. 40

2018 Service & Parts Business Conference

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Reach Through their Screen…Advertise Digitally…

This session is for any FCA dealership interested in driving additional business into their service lane and creating stronger engagement on the website. According to Google, 39 percent of service and parts customers watch a video prior to their purchase. We will focus on three key areas: 1. Adding a video showcase player to the website. We have created video content specific to Mopar that is tied to specials, key how to videos (including programing your garage door opener and pairing your phone), expert tips and accessories. The showcase player will also allow a dealer to showcase why a customer should visit his/her dealership. 2. Adding video site mapping and video SEO to your website. This step can gain visibility with Google with first page organic search results. 3. Video campaigns: leveraging Google and Facebook with video campaigns to drive business with FCA owners in your area. This is a tremendous opportunity for any service manager, parts manager, general manager or dealer interested in learning more about ways to leverage Google, Facebook and video in their fixed operations department. Phil Sura is vice president Tier 3, UnityWorks, the pioneer in providing video solutions to automotive dealers. Sura frequently speaks about the role and power of video at national automotive dealer conferences and speaking engagements across the county. Speakers from the Google, Facebook and Twitter team have joined the stage with him over the past seven years at various automotive dealer events including NADA, Digital Dealer, CBTNews Convention and Mopar’s Service and Parts Business Conferences in Orlando and Las Vegas. He has been a contributor to Digital Dealer magazine, CBT News Magazine and CBT News as a subject matter expert with digital video. Prior to joining the UnityWorks team Phil worked as a General Manager for two different dealer groups, including one of the top 100 Ford dealerships. He also served as executive VP-AON Intercept/Regional VP, the first outsourced automotive call center, VP of Ryan CSI (driving process development for automotive dealers) and area manager for Pat Ryan and Associates (a former division of AON focused on driving dealership performance). Sura has a BS in Business from the University of Wyoming.

Let the Good Times Roll…Tires, Tires, Tires

Mopar Tire Works wants you to understand why your dealership should be in the tire business and how to effectively grow your overall business utilizing tire sales. You will learn about why processes are important in the service lane and about customer buying behaviors as they relate to tire. There are processes you may already be following that with some minor adjustments can lead to huge success. We want to make you successful by implementing best practices that will set you up for success and increase your customer retention. We will help you understand about the “HALO” effect and how to make sure your dealership is maximizing the earnings for Mopar Incentives. We will be providing a live demonstration on the Mopar Tire Works website so you can learn or better understand the features and benefits of the tire selling tool. Jaimi Temple is director of Operations, AMI-Mopar Tire Works and has been managing car dealer aftermarket tire programs for the last 16 years. She understands the business and technical aspects of managing the program, from standard car dealer inquiries to project planning, implementation, and integration with multiple tire vendors. She strives to increase the quality of service provided to FCA dealers, tire manufacturers, and tire distributors.

2018 Service & Parts Business Conference

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Hunter Engineering Company

140

136 BAR Truck Hero

Nitto Tire USA JEEP TRAIL

K9 Companions

DODGE DRIVEWAY

138

239

234

130

Dealer Retriever

Fixed Ops Digital

Guidepoint Systems

131

230

235

Car-O-Li

Challenger

John Be

Pro-Cut P

Alloy Helm Gator USA Promotions Unifirst Corp.

BUFFET

237 Borroughs Corporate

SnapO Total Sh Solutio

128

226

124

125

Mopar TireWorks

DELL

223

Dealership for Life

123

222

120

NCompassTrac

118 116 TireHub

Katzkin

119

218

FederalMogul Motorparts

Ikon EFS (formerly Revolux LED)

117

114

VOXX Automotive RevolutionParts

112

115

110 Bizco Technologies

108 CPS Products

106 10 Missions Media

Trico Group

210 Mopar Program HQ (JR Thompson)

104

107

Pirelli Tire

Laser Key Products

102 Local Biz Now

100

Sullivan Tire

111 109

103

QB Business Solutions

211

208 BAR Magneti Marelli

105

Automotive Intl (Master Shield)

217

214

SLIP-N-GRIP, A Div of Petoskey Plastics

IPPT Services

Aerodry Systems

216

Waste Management

Urban Science

DEALER ENTRANCE

Insignia Group

JEEP TRAIL

Parts Trader

DODGE DRIVEWAY

BUFFET

Graco

202

Mopar PDC

207

Mopar on Demand Epsilon Avanzado

203

Bridgestone

340

Elite Tax Max

Infinity Massage Chairs

532 Sensible Driver

iner CCC Information Systems

ean

Profile

327 Autobody News

BAR

Pennzoil Shell

Shure Manufacturing

530

529

Mopar Express Lane

1MICRO, LLC

524

Dana

628 Elite EXTRA

525

626

Max J&L Finkelstein Marketing

325

522

630

Continental Tire

523

CDK Global

422

622

ECHNOLOGY BLVD. Gallagher Promotional Products

319

Sprint

BAR

629

418

731 Schrader Performance Sensors

729

Falken Tire

Flick Fusion- GOMOTO Video Marketing 725 Matco Tools

627

SCI/ PSX

625

Recall Masters

829 828

Clean World Distribution

827

722

Rotary Lift and Chief Automative Technologies

Michelin

823

822

723

623 NTW

518

519

618

Conversica

COX Automotive/ XTIME

Unity Works

AutoLoop

516

414

DealerPRO Training

309

517

514

515

Hireology

DealerMine CRM

512

513

Results HQ, LLC

Strategic Marketing Services

508

616

Blue Bird Auto Rental Systems

Oracle Data Cloud

509

614

619

817 Verizon Wireless

617

716

Dealer Focus

615

612 610

SimplePart

Text2Drive

CarStar

DGA Auto Proton Dealership IT OE Connection /Repair Link

TOYO Tire

611

PartsCount

714

717

713

Reynolds 10 Foot and Wave Reynolds /Spectrio

708

Dr. Colorchip Corp

Nexen Tire USA

Customer Traac

712

816

709

814

FCA Digital Certified Programs

606 Dominion Dealer Solutions BAR

EXPO ENTRANCE

FCA wiAdvisor

502

TSD

604 Uconnect

602

601

811

NitroFill

808

Affinitiv

805

605

Proactive Dealer Solutions

Virtual Guard

810

Goodyear PDQ Car Wash Tire

303

835

727

Argelith Ceramic Tires

The Wells VF Group Imagewear

306

302

728

FCA Certified Collision Repair Program

Sherwin Mudd Williams Advertising

UPS

SoleraAutopoint

Insight Media

819 Auto/ Mate

MOPAR FREEWAY

310

VIPER SPEEDWAY

US Auto Force

631

AdvantageTec

TECHNOLOGY BLVD.

Bosch

315

Broadway Equipment

ITW

MOPAR EXPRESS LANE

323

837

PGW Corning Friendemic

Big Ass Fans

Yokohama Tires

737

CHRYSLER BLVD.

r Lifts

531

634

American Tire Distribution ATD

MAGNETI MARELLI

Automotive FCA Warranty DrivePlus Network, Inc MasterCard

Xcite Door Prize HQ

BAR

CHRYSLER BLVD.

333

On hop ons

BAR

MOPAR EXPRESS LANE

Car People Marketing

MOPAR FREEWAY

334

VIPER SPEEDWAY

336 Snap On/ MSE

640

440

MAGNETI MARELLI

338 Kem Krest

F ree man

Smokinâ&#x20AC;&#x2122; Temptations BBQ

BAR

AERCummins

702

FCA Dealer Network Capital Tire

802

801

EXHIBITOR LIST COMPANY

BOOTH

10 Foot Wave/Spectrio.................................................709 10 Missions Media.......................................................104 1Micro LLC...................................................................525 AdvantageTec................................................................731 AER / Cummins............................................................702 Aerodry Systems...........................................................217 Affinitiv..........................................................................805 AlloyGator USA.............................................................125 American Tire Distributors............................................737 Argelith Ceramic Tiles...................................................627 Auto/Mate......................................................................418 Autobody News.............................................................325 AutoLoop ....................................................................414 Automotive Intl dba Mopar MasterShield....................103 Automotive Warranty Network, Inc...............................531 Big Ass Fans.................................................................630 Bizco Technologies.......................................................108 Bluebird Auto Rental Systems......................................614 Borroughs Corporation.................................................235 Bosch Automotive Service Solutions - OTC & Robinair.......514 Bridgestone...................................................................440 Broadway Equipment Company...................................631 Capital Tire....................................................................801 Car People Marketing...................................................333 Car-O-Liner ..................................................................223 CARSTAR......................................................................617 CCC Information Services............................................327 CDK Global...................................................................323 Challenger Lifts.............................................................223 Chief Automotive Technologies....................................822 Clean World Distribution, Inc.......................................827 Continental Tire.............................................................622 Conversica....................................................................517 Corning Inc. ................................................................829 Cox Automotive/Xtime..................................................616 CPS Products...............................................................106 Customer Traac.............................................................712 CX Customer Experience (FCA Dealer Network).........802 Dana Incorporated.........................................................628 Dealer Focus.................................................................615 Dealer Retriever.............................................................131 Dealermine....................................................................513 DealerPRO Training.......................................................309 Dealership For Life........................................................123 Degrees@Work (FCA Dealer Network) .......................802 Dell................................................................................222 DGA Auto......................................................................612 Dominion Dealer Solutions..........................................303 Dr. Colorship Corp........................................................814 Elite EXTRA...................................................................626 ELITE TAX MAX............................................................338

COMPANY

BOOTH

Falken Tire.....................................................................727 FCA Certified Collision Repair Program .....................629 FCA Digital Certified Programs....................................810 FCA - DrivePlus Mastercard.........................................532 FCA Performance Institute (FCA Dealer Network).......802 FCA wiADVISOR...........................................................502 FCA Uconnect...............................................................602 Federal-Mogul Motorparts...........................................117 Fixed Ops Digital..........................................................230 FlickFusion Video Marketing........................................722 Freeman........................................................................841 Friendemic....................................................................728 Gallagher Promotional Products..................................319 GOMOTO......................................................................725 Goodyear Tire & Rubber Co.........................................606 Graco Inc.......................................................................237 Guidepoint Systems......................................................128 Helm Promotions..........................................................226 Hireology.......................................................................512 Hunter Engineering.......................................................239 Ikon EFS (formerly Revolux LED).................................216 Infinity Massage Chairs................................................640 Insight Media................................................................725 Insignia Group, LLC.....................................................119 IPPTSERVICES.COM ...................................................107 ITW Professional Automotive Products........................623 J&L Marketing..............................................................523 John Bean ....................................................................223 K9 Companions............................................................136 Katzkin Automotive Leather..........................................218 Kem Krest Inc................................................................336 Laser Key Products.......................................................105 Local Biz Now...............................................................100 Magneti Marelli offered by Mopar................................202 Matco Tools...................................................................723 Max Finkelstein.............................................................522 Michelin North America................................................823 Mopar CAP (FCA Dealer Network)...............................802 Mopar Express Lane.....................................................524 Mopar On Demand Epsilon/Avanzado.........................203 Mopar PDC...................................................................207 Mopar Program Headquarters (JR Thompson)............208 Mopar TireWorks..........................................................120 Mudd Advertising.........................................................519 NCompassTrac..............................................................118 Nexen Tire USA.............................................................713 NitroFill LLC..................................................................808 Nitto Tire USA Inc.........................................................234 NTW..............................................................................819 OEConnection/RepairLink............................................610 Oracle Data Cloud.........................................................515

2018 Service & Parts Business Conference

COMPANY

BOOTH

PartsCount-PartsRec by Total Dealer Solutions...........714 PartsTrader....................................................................116 PDQ Car Wash Systems...............................................605 PGW .............................................................................829 Pirelli Tire......................................................................102 Proactive Dealer Solutions...........................................601 Pro-Cut Profile..............................................................223 Proton Dealership IT.....................................................611 QB Business Solutions.................................................211 Recall Masters...............................................................828 Results HQ LLC............................................................508 RevolutionParts.............................................................214 Reynolds and Reynolds................................................708 Rotary Lift .....................................................................822 Schrader Performance Sensors....................................729 SCI / PSX......................................................................625 Sensible Driver .............................................................530 Shell..............................................................................422 Sherwin-Williams.........................................................518 Shure Manufacturing....................................................529 SimplePart.....................................................................817 Slip-N-Grip a div. of Petoskey Plastics........................109 Smokinâ&#x20AC;&#x2122; Temptations BBQ ...........................................340 Snap-on/ Mopar Service Equipment............................334 Snap-on Total Shop Solutions ....................................223 Solera-Autopoint...........................................................302 Sprint.............................................................................315 Strategic Marketing Services........................................509 Sullivan Tire..................................................................210 Text2Drive.....................................................................717 The Wells Group, Inc....................................................618 TireHub..........................................................................114 Toyo Tire U.S.A. Corp...................................................716 TRICO Group................................................................111 Truck Hero.....................................................................130 TSD...............................................................................604 UniFirst Corporation.....................................................124 United Parcel Service (UPS).........................................306 UnityWorks....................................................................516 Urban Science...............................................................110 US Auto Force...............................................................310 Verizon Wireless...........................................................816 VF Imagewear...............................................................619 Virtual Guard, Inc..........................................................811 VOXX Automotive.........................................................115 Waste Management......................................................112 Xcite Advertising..........................................................634 Yokohama Tire Corp.....................................................837

Snap-on® Total Shop Solutions family of brands bring together best-in-class automotive equipment products across the industry. From collision products, wheel balancers, aligners and diagnostics, to brake lathes and automotive lifts, Snap-on® Total Shop Solutions' brands offer a unique breadth of equipment to outfit any shop from floor to ceiling. Each brand strives daily to manufacture the finest productivity solutions in the world and proud to be part of the Snap-on® family. Together we feel honored to share the realization of our labors with our customers.

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CUSTOMER RETENTION

Three Simple Ways to Turn your Service Drive into a Customer Retention Machine Customers come and go. Hopefully, they come back. If not, we’ll send them a coupon!

oes this sound like your customer loyalty program? It might. After all, when times are good it’s easy to let retention fall off the radar. Investing in programs designed to bring back existing customers just doesn’t seem as important when there is a good chance they will come back anyway.

By Greg Dryden

INSIGHT: It’s hard to beat a happy customer who returns again and again to your dealership for service, and tells all their friends.

And if they don’t, well – sell the next new car up to take their place. The trouble is that today’s environment is no longer so sunny. Granted, annual sales forecasts are still at healthy levels despite recent declines; a 16.73 million SAAR is a far cry from the days of the Great Recession. The current market condition is unique and volatile; new car sales have slowed, and the average gross profit on a new car sale has come under pressure. Meanwhile, variable expenses are up, in some cases significantly. Everything from floor plan interest rates, to the acquisition and reconditioning of used car inventory, along with marketing and advertising expenditures are impacting the dealership’s net profit potential. Smart dealership managers are already actively looking for ways to maximize gross on every customer transaction, while at the same time minimizing their expenses. The bottom line? The cost of doing business is getting more expensive.

Time to think about retention

Which brings us to the need for customer loyalty. An effective retention program will help lower the cost of acquiring new business, increase CSI scores and boost overall profitability. Indeed, as reported in the Harvard Business Review, most studies have found that acquiring new buyers is from five to 25 times more expensive than retaining existing customers. According to global consulting firm Bain & Co., increasing customer retention by just 5 percent boosts profits by 25 to 95 percent. It’s hard to beat a happy customer who returns again and again to your dealership for service, and tells all their friends. Best of all, it doesn’t take a million-dollar marketing “points” program to build and nurture a strong base of loyal customers (though that may help!). You just need a service drive that’s open to change and willing to work in a customer-focused environment. In fact, put these three simple tips into action and see how effective your service drive can be at improving customer retention: 1. Make sure sales and service are connected by 50

2018 Service & Parts Business Conference

introduction: During the sales or F&I conversation, walk the customer over to the service department. Introduce them to a service manager or advisor, and briefly talk about the strengths of your department. That may seem a bit obvious, but it doesn’t happen nearly enough: recent studies found that most new and used car buyers were not introduced to the service department, even though it’s a clear difference-maker. Remember, consumers generally look at dealership service departments as the primary source of expertise when it comes to vehicle maintenance. Linking sales to service, with a simple introduction and/ or a technology connection, is a good way to introduce a dealership strength into the experience. 2. Sweat the small stuff: Make sure communication is tight between advisors and your customers. Make sure you’re leveraging the customer’s preferred method of contact, and that promise times are transparent and carefully communicated. Indeed, how you communicate is almost as important as what you communicate. As such, finding the customer’s preferred method of contact is paramount. For example, studies as far back as 2014 show that texting improves customer “show” rates, and that properly staffed and scripted service BDCs can have a significant impact on appointment-setting and the reduction of non-responsive customers. For example, according to Connect Mogul, 90 percent of all text messages are read in under three minutes. That’s a powerful example of how the right communication method can deliver results. Remember, we live in an on-demand world of customer service expectations; our ability to communicate properly helps us “wow” our customers. 3. Measure twice, then optimize: Virtually everything in the service department should be transparent to managers, and trackable as a performance indicator. Whether that’s car washes, promise time success metrics, or more, service managers should have the capability to gauge the effectiveness and efficiency of the shop’s workflow by identifying key metrics unique to the business. When results are tracked and shared, the culture of the team will change toward a more precise reflection of critical needs and retention opportunities. Ultimately, dealerships that make the service department a centerpiece of their retention efforts, and do so consistently, are bound to create a strong first impression that’s reinforced over time, with every subsequent service and repair visit. Leave it to the service department to be the place you can turn to improve retention and increase profitability. Greg Dryden is VP, Client Optimization, with the wiADVISOR Program.

CUSTOMER RETENTION

Let’s Get Personal – Optimize the Customer Experience First, let’s define what customer service is...we need to be on the same page

T By Tamila Bauer

INSIGHT: It’s a term in

our industry that’s widely used based on a broad spectrum of everything that touches a customer.

here are times we need to look in the mirror and realize the influence and impact we have on the teams we lead, the cultures we nurture and the overall experiences we deliver. If your key objective is to create “raving fans” for life, how would you rate the experience you and your team deliver? Is your marketing personalized and relevant? What would you change? We all crave connection; it’s basic human nature. Are you putting your full self in, emotionally and physically toward building true engagement with both your teams and customers?

Instilling feedback loops for both your employees and the voice of the consumer are imperative. Always be listening and engaging, using these lessons to make continual refinements for retention and growth.

To ensure we’re all on the same page, let’s define what customer service is. It’s a term in our industry that’s widely used based on a broad spectrum of everything that touches a customer. Best defined, customer experience is the sum of all interactions that a customer has with your brand over the course of the relationship, from their perspective. This includes the customer’s feelings and emotions. Customers don’t know or care who in the company owns the individual experience, in their lens it’s all part of one, a reflection of all and the same journey – marketing, sales, parts and service.

A unified customer experience across the entire consumer journey creates the consistency your customers crave. Invite your customers to become your “guests.” Get personal.

Think of some of the companies that you enjoy doing business with and that keep you coming back. Are there commonalities between these companies? As Jeff Bezos, CEO, Amazon, shares, “We see our customers as an invited guest to a party and we are the house. It’s our job every day to make every important aspect of the customer experience a little bit better.” Consumer behavior and expectations are changing more rapidly than ever. Knowing preferred communication channels, being sensitive to frequency of contact and ensuing relevancy of clear communications are key. Conscious awareness of people’s time and commitment to their individual needs will result in repeat purchases, return for service, they spend more, recommend you to their friends and stay with your dealership. As leaders within our organizations, we need to ensure that same vision is seen throughout, breaking down any silos that may exist. Creating a customer first mindset culture is top priority. Attracting, training, engaging and empowering your team taps into the creative of your frontline team giving them the autonomy to succeed. The better they understand the dealership’s values and know where to direct their energies will result in deeper engagement, fully delighting every customer.

Creating an empowered and engaged culture, enhancing peoples lives through simplicity, clarity, training and continual improvement by infusing meaning into every day moments will lead to greater satisfaction, higher employee and customer retention with increased revenue growth.

Tamila Bauer is an automotive marketing expert, inspiring leader, NLP practitioner and speaker. Her passion and in-depth strategic expertise lies in the end-to-end design of the customer experience to drive business growth.

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CUSTOMER RETENTION

Let’s Give ‘Em Reasons to Do Business with Us Remember the adage: ‘Seeing is believing’?

ne of the best ways to convince a customer to approve a repair or parts expense is to justify the purchase by showing the added benefits and to make it affordable. When presented a repair or parts estimate in your service or parts department, customers often have many questions:

By Mark Beaton

INSIGHT: The point is to

let the service customer see the need.

• Why do I need the repair or maintenance today? • Why should I invest my hard-earned money? • What are the benefits to me and my vehicle? • Why should I have you perform the service and not someone else? • Why should I purchase the parts from you?

Build added value

Remember the adage: “Seeing is believing”? • Build added value in service means getting your customer involved with looking at their vehicle’s area of concern/diagnosis. Explain why the repairs or service needs to be performed now or why it can’t wait. • Build added value in parts…show the customer the part(s). Yes, you heard it right; show your customer the part. By letting the customer see it now, most times, they will know if it’s the right part or not. How do you “show and tell” when a service customer isn’t in your store? • Send a picture or even video or two of an affected area by texting or e-mail. • Even consider FaceTime, Facebook Video Messaging, or another video messaging service live with your customer. The point is to let the service customer see the need. One way to make today’s purchase more affordable is by offering FCA’s DrivePlus Mastercard. Let’s face it, vehicle service and parts purchases can be expensive for many. If a vehicle breaks down or needs collision repairs, often these are unexpected costs. For some, it’s not a problem. For others, well, it can be. In either case, you are asking the customer to make a large purchase. It may be time to take a significant look at FCA’s DrivePlus Mastercard, a payment solution that makes service purchases more affordable for everyone. Here are the top five reasons the FCA DrivePlus Mastercard should be a go-to payment solution in your dealership. 1. No cost for the dealer to participate and no annual fee for your customers.

2018 Service & Parts Business Conference

2. Offers the customer a pricing discount and a 0% financing option: • Earn $100 statement credit with first FCA US in-dealer purchase. • Special 0% financing of 0% for six billing cycles on every FCA US dealership purchase of $499 or more; after that, a variable 20.74% APR based on the prime rate 3. Best-in-class flexible rewards with 2X redemptions: • Earn 5 percent back on today’s in-dealership purchase • Earn 2 percent for all gas and travel purchases; 1 percent for all other purchases • All rewards earned are doubled when used at the dealership – $100 turns into $200 instantly when redeemed back at your dealership. 4. Lucrative incentives for all dealership employees–all qualifying SIDs earn credit card incentive payments (an industry-leading $50 per activated card) through FCA’s Rewarding Excellence program. 5. Effective September 1, 2018 – All new DrivePlus Mastercard card members earn a $1,000 bonus certificate toward the purchase of a new FCA vehicle if they spend $7,500 in qualified purchases within the first 12-month period following the opening of the account. Model restrictions apply. See official program rules for details.

Closing the sale today! Build customer value and provide added benefits

Think of some of the items we all like to sell, i.e., tires, alignments, brakes, accessories, engines, transmissions, etc. The list goes on and on. Your customers are always thinking: • What makes you better than the repair shop down the street? • What makes purchasing today a better alternative than delaying the purchase? Now you can build value and offer the FCA DrivePlus Mastercard, which not only makes today’s purchase more affordable, but helps you keep them coming back for years to come. For more information regarding the FCA DrivePlus Mastercard program, visit us at the DrivePlus Mastercard booth at the vendor expo or contact: Rick Evans, national sales manager at 847-217-7901 or rickevans@fnni.com. Mark Beaton has served in almost all positions of the auto dealership fixed operations. He is a moderator for FCA 20 Groups and BusinessLink. Beaton has been a featured speaker at Case New Holland, Digital Dealer conferences, and SEMA. To contact him, please email Mark.Beaton@FCAGroup.com.

CUSTOMER RETENTION

Three Easy Ways to Wow your Customers The secret to customer retention is in the customer experience

espite what you’ve heard, improving customer retention is not rocket science – in fact, there’s nothing scientific about it. It’s really very simple. And you might be surprised to hear that your entire customer retention problem can be fixed with just one simple word! The word, ladies and gentlemen, is ‘Wow’. That’s it. See, I told you it was simple.

By Randy Johnson

INSIGHT: You have to talk

the talk and walk the walk when it comes to wowing customers if you ever expect your employees to do it.

Wow or to wow, means that you have succeeded in making the customer’s experience so great that they are excited enough to actually say the word “Wow” out loud. Wow, means you have exceeded their expectations and that you’ve created a positive ‘moment of magic’ that they didn’t expect. Wow means that you and the customer have just had an interaction that they see as “brag-able” and they just have to tell their friends about it. You need to make them say wow when they go to your website, when they call your service department and when they enter your service lane. You need to make them say wow when they pick up their car after it’s been repaired – and you also need to make they say wow when things go wrong by showing them just how much you really care. All you have to do is start thinking of ways that make customers feel so special that they truly are blown away with the experience – in other words, you have to wow-em! And here’s the good news – it really isn’t that hard to do. Sure, it takes some work, but what it really takes is a change of mindset by every employee – and that has to start with you, the manager. You have to talk the talk and walk the walk when it comes to wowing customers if you ever expect your employees to do it. You have to be wow-worthy. There are lots of ways to wow customers, but just to get you started, here are three easy ones that you can’t miss. 1. Advertise smarter. Let customers know that it’s not “just an oil change”, that you aren’t more expensive, and that you won’t take too long. Let them know that you want to do whatever it takes to earn their business. Let’s face it, you need their business, especially now. Make having service work done at your store fast and easy. Check to be sure your prices are competitive and advertise – in other words, don’t be the best kept secret in town! They really would rather have the work done at your dealership, but they just need some reassurance.

2. Make waiting fun. While they are waiting, do something different to really wow them. Wi-Fi, comfortable chairs in the lounge and donuts are no longer enough. Those are expected, they are not wow-worthy. Try entertaining customers with a daily game and give away a car wash, a complete detail, or a discount voucher for parts and service to the winner. Make it a fun experience for your customers to be at your dealership. Nobody else does that and they’ll tell everybody they know about your store. Wow! 3.Valet the cars. After service is completed, wow your customers again by having the vehicle valet parked on your service drive. Teach advisors to spend a few moments reviewing their repair order – make sure they don’t just send them to a cashier. Get the transaction handled for the customer right there at your advisor’s write-up station. Take it a step further and walk the customer to their car, open the door, remove the seat cover and floor mat, and then wipe the dash, steering wheel, and left door panel with a clean white rag. Shake their hand, thank them again for their business, and close the door for them. Wow! You can fix most, if not all, of your customer retention problems by doing a few very simple and different things to wow your customers. The trick is to make them really feel special; give them a reason to buy only from your store. Say thank you and reward them for their loyalty like every major business does today. As I said earlier, customer retention isn’t rocket science. You can do it. Now, get out there and wow your customers – and they’ll wow you back. Wow-ed customers visit more, spend more, buy more cars and refer more friends to you. Wow! Randy Johnson is the founder and president of Car People Marketing. Before opening Car People Marketing in 2001, he grew up in the independent repair business in West Virginia before eventually becoming the corporate fixed operations director over 17 dealerships in Florida. Today, he is a highly sought after keynote speaker for leading service and parts events across the country and recognized as an automotive industry thought-leader. Johnson is passionate about helping dealership service departments thrive and is deeply committed to the products his company offers. His real-world and direct approach coupled with his grit drives our success and the success of our clients.

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PHONE MANAGEMENT

Silence the Ring and Hear the Cha-Ching Boost profits by outsourcing your BDC

S By Jon Stone

INSIGHT: There’s

always risk in transferring an internal function to an outside organization, but technology and training enables outsourced BDCs to operate seamlessly on behalf of their dealer clients.

everal statements apply to all of the country’s 18,000 franchised new vehicle dealerships: 1) You’re in business to make a profit; 2) Fixed operations departments are central to your profit-making potential; and, 3) a Business Development Center (BDC) can be a critical component to your fixed operations department – a lifeline, if you will, connecting customers who need help with those dealerships’ people who can provide it. But when it comes to BDCs, dealerships diverge into two different camps and the most effective way to understand this division is to listen. Walk into the service drive of a traditionally-modeled shop and, rather than hearing the quiet hum of customers and service advisors interacting, you often hear phones — the sound of phones ringing, interrupting service advisors as they try to work with customers on the drive. “My phones would ring off the hook in the morning. My service team was overwhelmed,” says Jim Bloedel, former service director of a large Milwaukee-area dealership. “Calls came in four, five and six at a time when it was busy.” The challenge isn’t so much the noise, but what the unrelenting ringing represents. On the other end of each call is a prospective customer who needs service or repair work—often, as soon as possible. From the dealer’s perspective, each call has the potential to serve a customer, book an appointment, sell parts, upsell a promotion and enhance a customer’s loyalty. But, those ringing phones come with a cost. They divide the service advisors’ attention between the customers in the dealership and the customers on the phone. This often compromises both customer face time and the ability to efficiently schedule service appointments. “I would routinely hear service advisors say, ‘Hey, my schedule is full,’” Bloedel recalls. So, he was riveted when, 10 years ago, he attended a presentation that featured the outsourcing of a dealership’s BDC function. The concept has since spread coast to coast, resulting in what can be characterized as a second group of dealerships: those whose service drives are distinctly phone-ring free. Sold on the concept, Bloedel decided to outsource his BDC. “Now, I was suddenly busy all day. There was no mad rush in the morning, the phones weren’t ringing off the hook and my people had time to talk to my customers. Thirty days after the switch, it looked like I was the smartest guy in the room.” Bloedel had engaged a company to receive and manage

2018 Service & Parts Business Conference

incoming customer calls for service and parts and to schedule customer appointments directly on the dealership’s service repair calendar. In short order, the dealership noticed that available slots, from open to close, weekdays and weekends, were efficiently filling to capacity. And customers reported higher satisfaction with the service they received. “Inside of 60 days we saw an increase in repair sales. My customer satisfaction went up because my team had more quality time to spend with our guests,” he says. “Here’s the big thing: my RO counts started to go up and I started to get more appointments mid-afternoon and Saturday because I’d taken control of my schedule away from my service advisors.” In an outsourced arrangement, when a customer calls your service department, the call will initially be picked up by your representative, who then forwards the call to the outsourced call center. Alternatively, an auto-attendant can route calls directly to the call center, depending on your preference. By syncing up with your in-house scheduling and customer databases, the outsourced service representative has immediate access to everything he or she needs to serve both you and your customer: available time slots on your service calendar (based on the nature of the needed repair); an estimated service price (you can choose whether to provide this information on the initial call); the maintenance history of the caller’s vehicle; and any promotions your dealership is offering at the time of the call. The call center representative will ask for the customer’s name and phone number, allowing the representative to immediately find that customer’s information in the dealership’s database. If it’s a new customer, they’ll be added to the system. (It’s valuable for your dealership to have updated information.) The conversation can then focus on the customer’s needs and schedule. Trained representatives schedule the next available appointment for the customer, even if it’s now late in the day or on the weekend — today if possible; if not, tomorrow. No longer does the service manager or advisor control the schedule based on his or her — or the technicians’ — personal needs. Migrating the function externally can result in creating a well-oiled machine. The interaction involves a lot of information to process and impart. From the customer’s standpoint, the person on the other end of the phone is a dealership representative with the job of getting their vehicle booked for service.

PHONE MANAGEMENT

From the dealer’s perspective, the value proposition is simple: Does outsourcing its BDC result in a net financial gain and a better customer experience? Operationally, outsourcing a BDC can significantly reduce fixed labor costs and overhead, while bringing modern day efficiencies into a dealership’s service function. And if using an outsourced BDC nets just one additional appointment per day, the service pays for itself each month. The upside — depending on how the service team chooses to use its new-found time — can be significant, as the outsourced BDC takes the pressure of the phone away from the service advisor and gives them back two to four hours of customer interaction time every day. This is time that can be used to improve the sales process — the greeting, the walk-around, the RO review, service recommendations — all leading to increased revenue opportunities and stronger customer retention. An outsourced BDC can also contract with a dealership’s internal BDC to offer “backstop coverage” by automatically handing overflow calls, which the internal BDC is unable to field. Having this coverage assures that you can handle rush periods, like that weekly Monday morning barrage of calls, knowing that you won’t drop calls or miss service appointment opportunities.

Three years ago, Berlin City Honda and Nissan of Portland, Maine outsourced its BDC, effectively routing approximately 2,000 customer phone calls from its service department per month. “We wanted to make it a very easy customer experience,” says Nick Sansone, the dealership’s service director. “And when you have a call center that communicates effectively and efficiently, it certainly builds the value of who we are as an organization. We don’t feel like the advisors have a phone in their ear the whole time. They’re not rushed. It allows them to have that good one-on-one time with each customer.” Ultimately, it’s about having the full force of a call center team to cover and consummate customer calls that could have otherwise been dropped. “When dropped calls are minimized it keeps customers from falling through the cracks,” Sansone says. “More appointments is what drives additional sales.” It’s one sales dynamic in which quietude onsite belies a bustling business. Jon Stone is a writer and digital communicator based in Minneapolis, MN, whose work focuses on health care, manufacturing and auto industry sectors. You can learn how an outsourced BDC works by visiting Customer Traac at customertraac.com.

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PHONE MANAGEMENT

Text Messaging and the Law We must be compliant and be able to derive the benefits of text with customers

ext messaging has become the most widely used form of communication in the world. Consumers today do not answer their phones and two generations of potential customers never listen or even set up voice mail accounts. The need for a communication platform that allows auto dealers the ability to re-engage and reconnect with their customer base has never been more necessary and urgent.

By Greg Owen

INSIGHT: Consent is a very important to all aspects of the law.

An understanding of the legal requirements that surround the business to consumer text messaging network is necessary to ensure that an auto dealer is not placed in the very uncomfortable position of being in a federal courthouse and defending a lawsuit brought under the Telephone Consumer Protection Act (TCPA). The history of the TCPA and how to maintain legal compliance and simultaneously derive the benefits of business to customers text message communication is discussed herein: The TCPA was enacted into law on December 20, 1991. The Congressional intent in passing the TCPA was to “protect the privacy interests of residential telephone subscribers” by placing certain restrictions on the use of unsolicited, automated phone calls made by telemarketers who were “blasting” out advertising by the use of both “facsimile machines and automatic dialers.” Congress intended the TCPA to address the problems created when automated dialers dialed telephone numbers in sequence or randomly, “thereby tying up all the lines of a business and preventing outgoing calls.” According to recently published statistics, an astonishing 4,392 TCPA cases were filed in state and federal courts in 2017, as compared with only 14 cases in 2007. Given this proliferation of TCPA litigation, and the many significant monetary judgments against a wide variety of consumerfacing companies that have resulted from it, businesses that communicate with consumers desperately need clarity. Customers at auto dealerships nationwide provide their dealer, and more specifically their dealer’s service department, with their cell phone numbers as a means to communicate with them regarding the service and maintenance of their vehicles. If a customer provides an auto dealer with a cell phone as a means to connect with them, then the dealer has been provided ‘implied consent’ to send ‘transactional’ and/or ‘informational text messages that customer. (See page 31 of the FCC TCPA Omnibus Declaratory Ruling and Order, July 10, 2105P) The TCPA makes a very clear distinction between ‘marketing’ text messages and ‘transactional/informational’ text messages. ‘Marketing’ texts are messages that offer goods or services or may induce a recipient to purchase goods or services, and they often carry many restrictions. An auto dealer is required to obtain written authorization or a ‘double opt in ‘method to send marketing text messages. On the other hand, ‘informational/transactional’ messages such as appointment reminders or vehicle status updates do not require written express consent.

2018 Service & Parts Business Conference

Consent is a very important to all aspects of the law. The consent provision of the TCPA, as interpreted by the FCC in July 2015, states that, “For ‘non-telemarketing’ and ‘non-advertising’ calls and/or text, express consent can be demonstrated by the party giving prior express oral or written consent or in the absence of instructions to the contrary, by giving his or her wireless number to the person initiating the autodialed or prerecorded call.” Only verbal prior express consent is required to send texts to wireless numbers for informational texts related to a specific transaction. In other words, verbal consent is fine if the text does not contain marketing and if the recipient’s number does not appear on national (or state) Do Not Call Register. Furthermore, when a person provides his or her wireless number, this is considered prior express consent to receive informational texts. The content of the texts should be related to what the wireless phone number was provided for. To add a degree of comfort and to minimize the possibility of a customer filing a TCPA lawsuit, (TCPA lawsuits are generally filed in federal courts and carry per text penalty of between $500-$1,500 and can also result in a class action suit which could include thousands of a dealer’s customers base.), it would be wise to add this type of verbiage to every repair order: “By providing a telephone number, you warrant that you are the current owner/subscriber/customary user of the phone number provided (or are otherwise authorized to provide consent to be contacted at the number provided), and you authorize [manufacturer], [dealer] and their agents and/or independent contractors to contact you at the number provided regarding your vehicle. Such contact may include (but is not limited to) automated or prerecorded maintenance reminders, warranty, and/or pre-service scheduling and post-service confirmation, lease and extended warranty information notices, recall notifications, customer satisfaction surveys, and/or satisfaction calls or texts, which may be sent via automated dialing system. You may receive up to one marketing type message per month. Standard voice, data, and message rates may apply. You opt out of any text messages sent to you by replying STOP to the message received.” Text messaging will be the most efficient, effective and profitable form of communication any dealer has ever utilized as long as legal compliance is understood and adhered to. Gregg Owen, after leaving a promising musical career that included playing keyboard for the American Breed, “Bend Me Shape Me,” Owen became a street gang prosecutor in Chicago and practiced trial law in both state courts and the U.S. district courts for almost 30 years. Owen has been the co-founder and publisher of seven automotive magazines from 1996 to 2017. Text2Drive is a logical extension of his understanding of the need to communicate clearly, concisely and effectively to auto dealer customers and prospects. Owen is the CEO and general counsel for Text2Drive.

VIDEO

Boost Service Department Sales with Videos Use video in your service marketing to bolster increases for your service department sales

By Tim James

s sales gross margins decline, dealers are looking for ways to boost traffic to their service department. As a result, more dollars are being allocated to service department marketing strategies. Incorporating the power of video can have an exponential impact on these strategies’ ROI.

Use recorded videos and live streaming to introduce your service customers to the team that will be working on their vehicle. When additional repairs are discovered, have service advisors shoot a quick video of the recommended repair and text it to the customer.

Below are a few easy ways to utilize video in your service marketing strategies that will provide a measurable increase for your service department sales.

Be sure to highlight the impact and dangers that exist if the customer does not accept the additional repairs, and recommend a live stream to show the customer the needed repairs first-hand.

Website

INSIGHT: Another way to drive more traffic into service is to mine your DMS and/or CRM to find potential customers.

It’s estimated that 39 percent of all dealership website traffic is service related, but only five percent of the average dealership’s website content is dedicated to service. Why the disparity? Service is responsible for generating half your gross profits, yet most dealer websites display only a few static pages of content with virtually none of this content addressing a shopper’s true fears or concerns about your service department. Posting videos on your website service pages is one of the best ways to convey transparency and build trust with prospective customers. For best results, have a separate landing page for each video. When the customer clicks on the video image from your service page, they will be brought to the landing page where the video automatically plays and the customer will see a special offer, call to action, a link to your online scheduler, and most importantly will have quick access to other relevant content, such as: • Service-related FAQ videos • “How to” videos; e.g. how to change a tire, how to change a battery, how to winterize your vehicle • Service manager introduction videos • Recall safety video emphasizing importance of checking for recalls • New model test drive videos • Financing FAQ videos • Dealership value proposition videos This is the video content that your website visitors desire the most. Providing your website visitors with access to this content will build trust with your community and customers throughout the entire buying cycle, and you will begin to see an exponential increase in your service department traffic.

Live streaming

One of the largest contributors to low CSI scores at auto dealerships is poor customer communications. Just about everyone has a cell phone, but not everyone likes to answer the phone and talk to someone.

2018 Service & Parts Business Conference

E-mail marketing

Another way to drive more traffic into service is to mine your DMS and/or CRM to find potential customers. Design targeted video e-mail/text campaigns for the following groups of customers: • Service customers who have not been in for 12 months or longer • Service customers who own vehicles older than three years • Sales customers who have purchased a vehicle but have never been in for routine maintenance • Lease customers who have a lease coming due • Sales customers who have an equity or trade up offer available Additionally, videos can be used to encourage your active customers to schedule an appointment. Don’t rely on mailers alone to reach recall customers. Send out videos with an e-mail/text explaining how important it is to complete recall repairs. Also send out e-mails with an overdue maintenance reminder video, emphasizing safety concerns. Remember the main reason that your customers aren’t flocking back to your service department is fear. When you include service videos in every e-mail and text campaign, you are continually building customer trust. Once you earn their trust, you earn their business.

SEO/SEM

Most auto dealerships can’t compete with independent repair shops for search terms like “brake service,” “oil change” and “transmission flush.” This is because Google recognizes independent repair shops as authoritative voices, because all of the content on their websites is service-related. Adding pages with service content helps, but videos can really boost search engine rankings. Google ranks video content higher than other types of content; additionally, continued to 61

EFFECTIVE ROI IS A RESULT OF PEOPLE, PRODUCT, PROCESSES & PREDICTIVE PROSPECTS DIRECT MARKETING THAT PRODUCES LONG TERM RESULTS I have been using Results HQ for years and that is not an accident. They are a company of Car — Russell Anderson, General Manager Guys, they truly understand our business. San Marcos Chrysler Dodge Jeep Ram

RESULTS HQ CASE STUDY: Service Department (Customer Pay) Goal: The goal of this campaign is to take a domestic store in a high traffic area and bring their Service department and customer pay to a level of higher performance. This will be achieved by implementing the Results HQ conquest targeting system. Results HQ Conquest Targeting System: ResultsHQ utilized proprietary DataMinerHQ Process to Analyze, Hygiene, Cleanse and Validate vehicle owners in dealership’s database to identify the best in-market opportunities as well as provide a profile to finding ideal conquest opportunities. This process creates the conquest profile. Results: • 7,412 Pieces of Mail - Database / Conquest • Response Data • 516 RO’s Generated • 6.9% Appointment Response Rate • 408 Responders by household • 5.5% Appointment Response Rate by household • Revenue Generated • Total Revenue: (70% from Conquest Customers) $179,526.05 • Customer Pay: $83,602.96 • Customer Pay Gross: $58,522.07 • Warranty Revenue: $95,665.24 • Gross Profit: $125,668.23 • R.O.I: 1,555 %

WHAT OUR PARTNERS ARE SAYING ABOUT RESULTS HQ : Good guys who do a good job. I use them because I trust them.

— Forrest Elder, General Manager Elder Chrysler Dodge Jeep

Results HQ has put a unique twist to modernizing direct mail. The campaigns result in a database of interested prospects that produces results up to four weeks after the posted event. — Rick Cantalini, Dealer Berkshire Hathaway

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VIDEO

Evolving in the Digital Age We must be able to change our customers’ typical perceptions about our service departments

By Phil Sura

INSIGHT: Independents

are exploiting weaknesses that general managers and service managers are blind to or simply ignore.

popular adage is that if we track history, we will understand our future. Consider the fall of two companies: Kodak and Blockbuster. Kodak had a monopoly on the film industry, but it did not respond with an effective digital solution. In the case of Blockbuster, companies like Netflix were delivering products faster and Blockbuster shut its doors. We could add others to the list including the decline of the entire newspaper industry. Digital and mobile has forever impacted business. I would suggest that warnings from these failures are relevant to FCA service departments. Some would suggest that the service teams are already on a path to continued decline of marketshare. According to Google, dealers only control 29 percent of the $340 billion spent on customer pay work today. The independents control the remaining 71 percent.

• Are you running video ads, aimed at FCA owners in a geo-targeted area around your dealership?

Consider the advantage that the FCA service department has over the independents. New cars are only sold by franchised dealers and the dealer is the only option with warranty work. The new car dealer has the support of the OEM with training, diagnostic capabilities and the latest software releases, yet the independents continue to thrive. The independents have the same struggles in finding technicians that new car dealers have. I would suggest that the new car dealer should have an advantage here with offering stability and advancement opportunities.

• Hiring the right people and training is critical to ensure a customer focused operation.

Some independents target dealerships that lack strong CSI and loyalty. These independents are exploiting weaknesses that general managers and service managers are blind to or simply ignore. A recommended test would be using Google to search for service facilities that work on your brand. Count the number of independents within a 20 mile radius of your dealership. If you are only competing with one or two independents, you are in good shape and this is most likely a great reflection on your service team. Unfortunately, most dealers will discover that there are many options available to your customer base. Let’s consider common perceptions and how dealers could respond.

• Create a video rich experience on your website. Promote specials and showcase who you are and why customers should come to your dealership. This should include video. Please note that 39 percent of all service and parts customers watched a video leading up to their service/ parts purchase (Source-Google).

Perceptions and options for evolving:

Customer perception: Prices are higher at a dealership. This may be the case so dealers can ignore this or defend the pricing.

Customer perception: New car service departments are difficult to work with. • Express lane will make it easier for customers to get in quickly, including oil changes. Again – advertise your express lane on your website and through digital advertising. • Tires are a major bridge to the next car purchase. You will have the opportunity to meet several tire distributors at the business conference, who are part of the FCA tire program. These distributors are eager to share marketing ideas with your team.

Customer perception: New prospects to the area don’t see any reason to visit the local FCA dealership. • Within the first six months of relocating, 54 percent of new movers are in market for auto repair services and 49 percent for auto parts. Leverage video campaigns through Google and Facebook to target FCA owners within 20 miles of your dealership.

• Is your dealership easy to find online? Conduct a search to see your visibility when you are conducting searches for service online. Consider investing in a paid search strategy. Don’t rely on drive by traffic. The most progressive dealers recognize that service is also the most important factor in driving loyalty with future sales or leasing of their next vehicle. These dealers do not rely strictly on mailers to drive business. Here are some suggestions:

• Are you posting current prices with core competitors on a board in the service drive?

• Move some marketing dollars to digital on the service side to optimize your online presence. Again, this includes search and running video ads on YouTube, Facebook and Display Video 360 (Google).

• Are you posting this online (website, dealer YouTube channel)?

• Develop a video strategy for your website and your YouTube Channel. I will be focused on this during my

2018 Service & Parts Business Conference

VIDEO Sura, continued from P-60 session at both Mopar Business Conferences (Orlando and Vegas). • It is critical that service managers understand the basics with search, video site mapping, digital advertising and the impact of mobile. I have been presenting at conferences like NADA and Digital Dealer for years and I rarely meet service managers. The audience consists of dealers, GMs, internet directors and GSMs. Training to avoid becoming obsolete is a benefit to the service manager and the dealership. • Be willing to take chances on new concepts. Be willing to fail with new concepts. This is part of the learning to stay up with the digital age.

Phil Sura is vice president Tier 3, UnityWorks. He has been with UnityWorks, the pioneer in providing video solutions to automotive dealers, since 2004. Sura frequently speaks about the role and power of video at national automotive dealer conferences and speaking engagements across the county. Speakers from the Google, Facebook and Twitter team have joined the stage with him over the past seven years at various automotive dealer events including NADA, Digital Dealer, CBTNews Convention and Mopar’s Service and Parts Business Conferences in Orlando and Las Vegas. He has been a contributor to Digital Dealer magazine, CBT News Magazine and CBT News as a subject matter expert with digital video.

James, continued from P-58 videos are “sticky,” keeping visitors on your website longer, which Google also rewards.

reach than photos. For an even greater impact, connect social media videos to a landing page on your website that offers a special.

Running pre-roll ads on YouTube is another effective way to reach customers who are searching for service-related content. You only pay if your audience watches your ad for 30-plus seconds. Also, in-display video banner ads are still novel enough to be an eye-grabber and encourage clicks.

If you’re serious about increasing service department business, get serious about creating video content. Once you’ve got service-focused video content, use these five channels to expand your reach to new and existing service customers.

Social media

Tim James is COO of Flick Fusion Video Marketing. James is a dynamic sales and marketing strategist with more than 20 years of success in driving revenue growth for auto dealers. He is one of the auto industry’s leading authorities on the use of video marketing strategies throughout the entire online merchandising and sales process.

If you’ve got great service video content, another place you can leverage it is on your social media profiles. Videos on Facebook perform well, with a 135 percent greater organic

THANK YOU

FOR 8 YEARS OF BUSINESS AND PARTNERSHIP

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SERVICE LANE REVENUE

Process Matters What steps are we taking daily to ensure our new-car customers are retained?

By James M. George

INSIGHT: Do you have a

strategy on the product you stock? Sales and product training that will help you focus your advisors and parts professionals is a proven way to increase your sales.

t has been said that one of the largest defection points from a dealership service department is tires, why is that? We have all seen the reports that manufacturers have compiled stating that customer retention falls once the warranty period is over. Generally, retention drops off in the three to four year period. What happens in three to four years? Tires are worn out. What are the steps that we are taking to ensure the new vehicles that are sold at our dealerships as well as those long-time retained service customers tires are being replaced at our dealerships? The answer comes down to process. What is the process you are following to ensure tires and ancillary business is being offered and sold to our customers? Inventory: We can’t sell what we don’t have. Do you have the inventory available at your dealership to cover a high percentage of the needs of your specific service traffic? While there are many theories on how and what to stock including the multiple tire brands that come original equipment in the same size, load and speed rating, it is paramount for our front line service sales professionals to be educated on what we are stocking and what features and benefits are available to the consumer through both the Tire Works program and tire manufacturers. Inspection Process: This is something that is as equally important as inventory. Every car, every time. If we don’t tell our customers about their tires or ask for the sale, someone else will. As this article began, we discussed retention. When a customer comes into our service department, we are expected to be our customer’s service doctor. This is no different from when we visit our physician for that nagging cough, we want our doctor to “fix it” and let us know about anything we can do stay healthy. It should be the same when a customer visits our service department. A process that includes a visual inspection around the vehicle with the customer when they arrive explaining what we are doing and including a preliminary findings report. Once the vehicle is dispatched to the shop, a more thorough inspection by the technician as a second set of eyes and including a full list of the customers’ concerns and needed or recommended maintenance. A recent study in wet braking performance compiled by AAA recommends to offer and replace tires at 4/32”. (Tire Business, 7/2/2018)

2018 Service & Parts Business Conference

Education: Do our service advisors know what we are stocking? Do they have access to current consumer pricing as well as rebates to help them make the sale? When someone asks you what the best tire for their vehicle is, many will state a brand name, what is key to remember is what the customer’s needs are. These needs can generally be matched with product that is in your current inventory. Most customers are not coming into the dealership requesting a certain tire brand. (In fact, brand ranks third in features customers look for when tire shopping behind all-weather grip and mileage warranty – Consumer Reports 6/27/2017). Do you have a strategy on the product you stock? Sales and product training that will help you focus your advisors and parts professionals, such that ATD offers is a proven way to increase your sales. Marketing: Do your customers know you are in the tire business? Do you have a display of tires, visible to your customers, set in a Best, Better, Good configuration with installed pricing, mileage warranty and Uniform Tire Quality Grading (UTQG) available? Is it clean? Do you have tire manufacturer and MOPAR rebates and specials redemption forms available and visible? Online presence: We are in an age when someone can look at their hand-held device and have an answer to a question in seconds. Does your dealership website have a link to your parts and service department where tires are a searchable item? Your competitors do! Are the same rebate forms available online as well as in print? Are they up-to-date? Are tires advertised on the multiple social media platforms such as Facebook and others? Remember, a large percentage of customers buy their tires from the first person who recommends the sale; the sale of tires leads to other labor and parts sales, other labor and parts sales leads to customer retention. James George holds a Bachelor of Science degree in Business Administration and is an industry veteran experienced with tire retail and wholesale operations. He is currently employed with American Tire Distributors (ATD) as a business development manager.

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SERVICE LANE REVENUE

Be a One-source Custom Dealer Accessorizing at the point of sale taps into a multi-billion dollar industry

By Whitney Williams

INSIGHT: Your customer’s

experience improves exponentially when you sell accessories at the point of sale, and your CSI scores will tell the tale.

ndividualism is growing like kudzu and there’s no place for a well-meaning base model to hide. In our “have it your way” society, there are over 30 shades of white paint selections for your new bathroom, a monogram for everything you own, and one too many shows dedicated to making a consumer’s house “more you.” Automotive is no exception with vehicle personalization clocking in as a $200 billion dollar industry (plus or minus a few billion, but who’s counting?). In 2018 there’s not a dealership in the country that can afford to ignore personalization. Personalizing your customer’s vehicle profitably is an art. Like any other moving part in your dealership, the personalization presentation requires training and process. With the help of expert consultants, you can strategically fill your wait time, create synergy cross departmentally, create excitement and improve CSI scores all while making more money and a customer happier.

Use wait time to your advantage

Wait time between the car sale and F&I can kill the entire experience. Accessorizing the purchase while your customer is still excited about it is the answer. Vehicle personalization isn’t another sales pitch — it’s a shopping experience. Your consultant can work with you to create a personalization profit center that is comfortable for your customer (and your budget). After the car sale is completed, simply show your customer to a relaxing seat, provide coffee and cookies, and let the personalization begin in a low pressure environment. The time between sale and F&I doesn’t have to be a CSI killer. Use it to your advantage.

Breed enthusiasm

Using an interactive configurator, your customer can see their new vehicle completely decked out in accessories to truly customize their purchase. With configurable

2018 Service & Parts Business Conference

assets on the interior and exterior, you deliver the ability to visualize the end result. Regardless of what your customer is adding, seeing is believing. Watching their new purchase on screen go from basic to custom creates excitement and increases front end gross in one click.

Create healthy communication

There are companies here in Orlando offering fully integrated systems, so all departments communicate seamlessly through a digital interface. An order placed by sales is automatically sent to the parts and service department with customer information and notes. This administrative side allows for instant communication and reporting that is easily accessible, provides accountability, and protects the customer. Eliminate paper woes and improve the customer experience by ensuring every department is up to speed on install, pricing, and specific needs of the customer.

Watch CSI improve

Your customer’s experience improves exponentially when you sell accessories at the point of sale, and your CSI scores will tell the tale. Eliminating long periods of unengaged wait time and making sure the customer receives a unified message from all departments will go a long way--but the main source of customer satisfaction is making their new vehicle their own with OE customization options. Companies, here at the conference, provide a full catalogue of accessories and the ability to create custom dealership packages and seasonal promotions, giving you the ability to deliver exactly what the customer wants. Whitney Williams is a freelance writer, yoga teacher, and girl mom to two tiny lunatics. With six years in the automotive industry and a background in consulting, Williams transitioned from high heels in the field to a spatula in the kitchen, a pen behind her ear and clever metaphors dancing in her head.

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TRAINING

Training that Puts Dealer Express Services Ahead of the Curve Why investing in independent consultants means more for your business

s industry watchers continue to identify the aftermarket as a high revenue generator, more dealers are considering the benefit of offering a dedicated express service for routine maintenance.

By Raymond Palmer

INSIGHT: Countless

studies show the value continuous training brings to learning and relearning information as time can be the greatest foe to our brains and its ability to recall information.

But just how well dealers execute the customer experience of these operations is critical in their ability to fully penetrate the aftermarket and avoid further loss of customers to independent and franchised quick service providers. That’s why dealers who have opened, or are in the stages of introducing a Mopar Express Lane, should maximize every opportunity to keep their drivers coming back long after a service contract has ended. From ensuring employees are properly trained and equipped to instituting best practices that sustain high levels of efficiency and productivity, Express Lane dealers must take a holistic approach to providing exceptional customer experiences. That’s why Mopar and MSX International developed Growth and Sustainment. Designed to ensure high customer satisfaction, this program is meant to make a dealer’s express lane the go-to fast service provider for their customers. The approach with Growth and Sustainment is one of continuous training, involving a mixture of innovative content paired with a seasoned consultant whose only focus is on making their assigned express lane the most efficient and productive it can be. Through the training material and consultant visits held over two days every other month, employees are given reliable resources to make certain processes are followed and management is up to speed on business operations. Countless studies show the value continuous training brings to learning and relearning information as time can be the greatest foe to our brains and its ability to recall information. One of the pioneers of studying human memory was German psychologist Hermann Ebbinghaus. In the 1800s, he discovered we lose about half of newly learned knowledge within the first few days or weeks it has been taught. His work also showed continuous instruction conducted at certain intervals helps retain information that is learned.

Fast forward to a year or so later. Do you think that same individual has the ability to help instruct a new hire on those same principles? Or what about your management team? Do you think they’ve got the necessary skills to forecast sales or analyze cycle times? All of these tasks are integral pieces to the success of your express lane, which is built on the values of offering efficient, fast service for customers who are on the go. So, like a kitchen knife that can become dull over time, you have to keep the skills of your employees sharp to maintain those values. That’s where continuous training can have a positive impact. Another component to Growth and Sustainment is the training and installation of an advanced maintenance team. These are technicians who perform additional services that have been found during the multi-point inspection. Working in teams of two or three, they’ll perform tires and wheel services and the replacement of batteries, brakes, belts, hoses and bulbs. The addition of an advanced maintenance team to an express lane opens up additional revenue generating services, taking the skills of your technicians to a higher level and freeing up the main shop for heavy duty and diagnostic repair. They will also be backed by Growth and Sustainment’s structured consulting visits and curriculum aimed at sustaining employee skill levels, which will give your business a competitive edge over aftermarket service providers. And while consulting and continuous training does involve making a financial investment, those dollars are easily recouped through the long-term success of your business. That’s because Growth and Sustainment is specifically designed with the objective of decreasing cycle times while increasing productivity and efficiency, adding up to an overall improvement in gross profit.

Take that understanding and apply it to your Mopar Express Lane.

With customer retention, it’s not enough to just say your dealership offers fast service. If you want to keep the business born on your lot and showroom floor out of the service bays of independent and franchised shops, you’ve got to have the right processes and knowledgeable teams capable of delivering on that commitment. And with the right training and preparation, you’ll not only earn back business, but the respect and love of your customers.

If a new technician or service advisor is taught on his or her first day about the two-technician process, the proper way to perform a multi-point inspection or the ¼ time rule, how well do you think they can explain or perform those duties six months later?

Raymond Palmer is the program manager for Mopar Express Lane with MSX International, a global pioneer in retail network and human capital solutions. For more than 20 years, he has been a trusted consultant, working with major OEMs and dealership fixed operations departments.

2018 Service & Parts Business Conference

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DATA MINING

Data: The Secret Weapon for Growing your Business Take the time to become a digital marketing expert

By Aimee LaFerriere

INSIGHT: Be proactive.

Ask questions. And fight back with data as your secret weapon.

eing a service manager is like being the ringmaster of a three ring circus… and the business manager… and the trainer… and the list goes on. You probably are thinking that the last thing you have time to do is become a marketing expert, let alone a digital marketing expert. But in this competitive, connected, always-on world there are some things you should be doing to grow your business. As a former dealership service manager and ASE Certified Master Technician, I can relate to the challenges of keeping your customers engaged, visiting regularly and, ideally, repurchasing their next vehicle from your franchise. This pressure, and opportunity, is heightened in today’s flattening vehicle sales market where parts and service are the dealership’s growth (and profit) engine. It’s understandable why e-mail and text messaging are the primary channels for communicating with your customers during the gaps between visits. They’re easy to deploy, low cost, and highly accurate as far as ensuring the message gets to the intended individual. Whether or not the recipients actually view and respond to these communications is a topic for another article. What about the 70 percent of vehicle owners who don’t go to a dealership for service? Just like buying a car, they have an endless number of options for service. Factors like proximity and convenience are key drivers of customer choice, in addition to price, experience, quality, and trust. How do most service departments find and attract new customers? Direct mail and search marketing are the most common methods – postal mailers for their predictability in response (albeit relatively inefficient and expensive), and search marketing for its relevance to people actively searching on parts and service-related terms. What if I told you there is a secret weapon you can use to expand your reach and focus on exactly the types of customers, and vehicles, you want to attract to your service department? I’m not suggesting you stop doing what works, however this advice will help you grow your customer base, efficiently and accurately. Meet them where they are − online. Whether it is on their mobile phone, tablet or computer, people spend more than 12 hours per day looking at some sort of device or screen. And, for the first time ever, adults spent more time with digital media (phones and computers) than traditional (TV, print, and radio) last year (Source: eMarketer, April 2018). Engage them on a personal level. With the help of digital display (banner ads), video and social media adver-

2018 Service & Parts Business Conference

tising, you can place relevant and timely offers in front of them in the places they visit online. Truly understand who you wish to reach and tap into data to find them. Think of data as the lens on a telescope. It will help you focus your ads to reach people based on the vehicles they own, which retailers they visit (including parts and service), and what they buy. With data, your ad can be placed in front of only people who own specific vehicle makes and models, by vehicle age, who are in market for service or parts. If your sweet spot is reaching people who own a threeto seven-year-old Jeep, for example, you can tap into vehicle registration data to identify only those owners. You can also put geographical restrictions to find owners within a specific perimeter of your dealership. Intercept the independents. If they are customers of independent service or parts retailers, you can use credit card data and send them a relevant ad with an offer to bring them into your dealership. And, you can use dimensions like income and credit score to ensure the people you are advertising to are a good fit for building a long-term relationship with your service department and dealership. The data I am referring to is collected, anonymized and bundled into the form of an audience of people who will be exposed to your advertisement. And if you are worried about your current customers seeing these ads, your agency can help suppress them from your conquest audience. There is no postage charge for using data, and unlike search, you aren’t paying variable prices for keywords when people click on your link. Instead, data is priced relative to the number of ads served or as a percentage of the campaign’s media cost. As the head of your service department, there’s only so much value you can derive from your existing customer base. While it’s not your job to become a digital marketing expert, your service department’s success depends on growing the business, and that means finding new customers. Be proactive. Ask questions. And fight back with data as your secret weapon. Aimee LaFerriere is an automotive industry strategist at Oracle, with over 10 years of industry experience. Currently, she develops content and strategies to help clients identify and reach car buyers, as well as parts and service customers. Prior to Oracle, she was the parts and service manager at a dealership.

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EXHIBITOR DESCRIPTIONS 10 Foot Wave/Spectrio - 709

Spectrio is one of the nation’s leading providers of in-store marketing solutions powered by content and technology. Known for cultivating highly-engaging consumer experiences through powerful, professionally-produced content, Spectrio’s Digital Signage, In-Store Music and Messaging, On-Hold Marketing, and Wi-Fi Marketing technologies enable clients to engage, educate and entertain their customers across all touch points. Spectrio serves more than 67,000 locations, ranging from individually-owned businesses to Fortune 500 companies in nearly every industry. www.spectrio.com

10 Missions Media - 104

We provide unparalleled opportunities for your dealership to gain visibility and learn trusted strategies that grow business. This is done through our three brands: FenderBender–Sell more Mopar collision parts; Ratchet+Wrench–Sell more Mopar mechanical parts; Fixed Ops Business–Learn strategies that improve your fixed operations department. Stop by to learn more about how we can help your dealership! www.10missions.com

1Micro LLC - 525

The KeyMaster is the most advanced automotive key management system on the planet. Control the keys for your service drive, your sales floor, and spare keys. Take the next step with controlling your specialty tools and parts with iCrib, a revolutionary storage unit that tracks who is taking which tools, parts, or any asset for that matter with 4K video. Speed up your process with security, accountability, and efficiency with 1Micro. We’ve saved customers thousands of dollars and hours of time each month, control your business with our solution today! www.1micro.com

AdvantageTec - 731

Texting and Mobile Pay by AdvantageTec is an industry-leading, DMS integrated and FCC/TCPA compliant solution for automotive dealership service advisors, sales staff, BDCs and body shops. It is an automated, simple and intelligent two-way texting tool with picture/video attachment capabilities. This is the easiest texting tool to use in the market and it is built on the newest technology available (same as Facebook, PayPal, Airbnb, Uber…) making it capable of running on any operating system and any device – desktop, tablet or mobile. www.advantagetec.com

AER / Cummins - 702

AER Sales and Manufacturing is the world’s largest engine remanufacture and is a Tier 1 supplier to FCA. AER, along with partner Fred Jones Enterprises, is the National Mopar Powertrain Network. With our combined 32 warehouses throughout North America we offer local part availability as well as free delivery. Our 30 dedicated sales support specialists are available to assist dealers in growing their powertrain business. We are partnering in our booth this year with our friends at Cummins Diesel. Come by our booth and visit the powertrain experts! www.aermanufacturing.com/

2018 Service & Parts Business Conference

Aerodry Systems - 217

Be a good neighbor! Create a better work environment for all. Innovative design increases performance and improves customer service. Standard internal sound reduction in our free-standing, maintenance-free car wash drying systems. Aerodry complements all brands and types of wash systems. Global installations in car wash and auto manufacturing facilities. Knowledgeable, certified woman-owned entity. www.aerodrysystems.com ™

Affinitiv - 805

Through dynamic data and innovative technology, we identify your target audience and speak directly to them throughout their customer journey: from market entry to point-of-sale, their first service appointment to major maintenance needs. This may sound too good to pass up. And that’s because it is. www.affinitiv.com

AlloyGator USA - 125

AlloyGator USA is the distributor of AlloyGator Wheel Protection, which is the most advanced wheel protection system from curb rash in the world. AlloyGator is the only HORIBA-MIRA certified wheel protection product on the market and is a SEMA Global product winner in 2017. With 15 colors to choose from, personalized protection against curb damage is here. Most installation times are under 40 minutes and our suggested retail price is $159.95 for a set of four. The installed price is dependent on make, model, wheel and tire size, as well market demographics. www.alloygatorusa.com

American Tire Distributors - 737

As the nation’s largest tire distributor, ATD offers the products, programs and services to ensure that our partners have every advantage in building the success of their business. ATD’s distribution network supports customers across the U.S. to provide rapid and frequent delivery of tires. By choosing ATD as a distribution partner, and benefitting from a wide range of innovative programs and services, customers are equipped with everything they need to move ahead of the competition. ATD-US.com

Argelith Ceramic Tiles - 627

Argelith manufactures the strongest, most dense, scratch resistant industrial flooring in the world. Because of its strength and low water absorption, it will stand up to the abuse of the service shop, and will not stain. Our clinker tile is the specified floor covering for use in the service area of dealerships worldwide. Our fully vitrified ceramic tiles work perfectly in the service shop, reception areas, and showroom. Argelith’s products are designed for heavy traffic, such as automobiles, and are able to stand up to every day abuse that a auto service shop gives to the floor. www.argelith.de

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EXHIBITOR DESCRIPTIONS Auto/Mate - 418

Auto/Mate Dealership Systems is a leading provider of dealership management system software to retail automotive dealerships, typically saving dealers thousands of dollars per month from their current provider. AMPS is a user-friendly, feature-rich DMS in use by more than 1,350 auto dealers nationwide. Auto/Mate has received consecutive DrivingSales Dealer Satisfaction Awards. Auto/Mate’s employees have more than 1,200 years of combined experience working in franchised auto dealerships, the foundation of its By Car People, For Car People slogan. Auto/Mate is committed to winning its customers’ business each and every month with no long-term contracts and free software upgrades. www.automate.com

Autobody News - 325

AUTOBODY

Autobody News is the leading regional collision repair news publication in the U.S., with five regional monthly print editions and a dynamic website with daily updates. Our regional news focus is unique within the industry! It’s what body shops want to read and sets us apart from the competition. Promote your wholesale parts business in the only regionally focused collision repair news publication read by body shops across the country for over 36 years! Contact us for Mopar custom print ads at 800-6998251 or advertising@autobodynews.com. AUTOBODYNEWS.COM

REGIONAL & NATIONAL COLLISION REPAIR NEWS YOUR SHOP NEEDS!

AutoLoop - 414

AutoLoop specializes in dealer-centric sales, service and marketing. Since 2005, our goal has been to revolutionize the way dealers engage their customers. We have created one seamlessly connected suite of solutions that work better together than any piecemeal product alone. Our ever evolving products help over 2,100 clients elevate their dealership every day, and we’d love to show you what we can do for yours. www.autoloop.com

Automotive International dba Mopar MasterShield - 103

Vehicle protection coatings: paint sealant, interior fabric and leather/vinyl protection, undercoating and rust-proofing are consistently ranked as the #1 dealer installed accessory by volume, revenue and dealership profit. Mopar Master Shield is the only warranty chemical program OEM approved all makes all models by FCA engineering. Master Shield is a profit center for every department and contributes to Dealer Rewards by increasing Loyalty, PNUR and ARO compliance. The warranty is backed by FCA and not a third party, making claims handling simple for the dealer and customer. New, simple Dealer Connect registration process features updated warranties compliant in your state. Warranty available on new FCA, used FCA under 3 year/36K, and new non FCA makes.

Automotive Warranty Network, Inc. - 531

AWN is the only full service manufacturer’s warranty claims management company. We offer world class warranty claims management taking responsibility for the process from the time the tech is done turning the wrench until the money is paid and posted. We have warranty training for technicians, advisors, 72

2018 Service & Parts Business Conference

administrators and service management. Our training is available on site or virtual with our exclusive AWN Academy Program. We also have trained auditors to ensure that your processes are up to date with industry best practices. Let us show you how you can be in compliance with manufacturers warranty and the peace of mind knowing things are done right. www.awninc.com

Big Ass Fans - 630

In 1999, the Big Ass Fan Company was born. Then called the HVLS Fan Co. (that’s High Volume, Low Speed), we sold massive ceiling fans that spun slowly but moved astounding amounts of air. The fans kept large spaces that lacked air conditioning, such as factories and dairy barns, feeling cool and comfortable. We officially changed our name after customers kept calling and asking if we made “those big-ass fans.” We developed the first silent fan motor and a residential fan that blew away ENERGY STAR® ratings. We’ve created an LED fixture made of heavyduty aluminum, launching a division called Big Ass Light. We’ve backed everything with serious research, intensive engineering, and an obsessive drive to innovate and improve. www.bigassfans.com ®

Bizco Technologies - 108

Bizco Technologies has been a national solution provider for 24 years, specializing in managed IT and AV solutions for smalland medium-sized businesses to Fortune 500 companies. Bizco is a leader in providing not only a full suite of IT services including network management, voice/data convergence, business continuity and rugged mobile computing, but also fixed and mobile surveillance, audio visual design, installation and services. Bizco is a proud partner of Market Center supplying iPad mobility solutions, warranties and connectivity plans to FCA. www.bizco.com

Bluebird Auto Rental Systems - 614

Bluebird Auto Rental Systems is the only software for CTP loaner vehicles which interfaces to all of the major dealer management systems. Backed by the best support in the industry, the software is powerful, robust, yet easy to use. We help you load your vehicle data and set up internal billing. Once customer data downloads from the DMS, the system prints out the FCA approved loaner agreements. Accounting data then posts to the DMS general ledger. www.barsnet.com

Borroughs Corporation - 235

Borroughs offers the best parts storage in the business. With our modular drawers, drawers in shelving, tire racks, and bulk parts storage, our products help ensure an organized, accelerated parts department. Now, our renowned quality and durability have been brought to the service side of the business with professional-grade products especially designed for automotive service departments and their techs. Each component is designed to keep your operation running smoothly, helping increase your return on investment. www.borroughs.com

SAVE THE DATE!

2020 Mopar Service & Parts Business Conference Orlando, FL â&#x20AC;¢ October 14-16, 2020

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EXHIBITOR DESCRIPTIONS Bosch Automotive Service Solutions - 514

Bosch Automotive Service Solutions provides dealerships with a complete range of diagnostic, air conditioning and repair shop equipment for passenger cars and commercial vehicles. OTC, a Bosch Automotive Service Solutions brand, is a major manufacturer of a wide range of professional servicing tools and equipment. For more information, visit www.otctools.com.Robinair, also a Bosch Automotive Service Solutions brand, is a global leader in air conditioning service tools and equipment. For more information, visit www.robinair.com, www.otctools.com and www.robinair.com.

Bridgestone - 440

Bridgestone is the world’s largest tire and rubber manufacturer that produces Bridgestone and Firestone passenger and light truck tires for virtually every vehicle and application. Both brands are preferred original equipment tires for many of today’s leading automakers and provide a wide breadth of replacement tire solutions. Bridgestone and Firestone tires are offered on many FCA vehicles such as the Dodge Challenger, Charger, Jeep Wrangler, Grand Cherokee, Chrysler 300, Pacifica, Fiat 500 and Ram trucks. www.bridgestonetire. com/

Broadway Equipment Company - 631

Broadway Equipment is the industry leader in providing car wash equipment to car dealerships. For nearly 40 years, Broadway Equipment has been providing the most durable car wash equipment and best available technology exclusively to the dealer market. People you know. Quality you trust. Our equipment is manufactured and assembled in the United States by a skilled staff. Each car wash is accompanied with Broadway’s industry-leading warranty and a sense of confidence that the equipment you just purchased is affordable, as well as durable, efficient, and reliable. www.broadwayequipment.com

Capital Tire - 801

Capital Tire Inc. was founded by Benjamin J. Geiger in Toledo, Ohio in 1919. Over the last 99 years, the Geiger Family has expanded the Capital Tire Group to include 10 locations in Ohio, Michigan and Indiana. We provide the following brands for the Mopar Tire Works program: Goodyear, Dunlop, Kelly, Continental and General brands and have very deep inventory levels to support the dealers needs. Capital Tire provides multiple deliveries in most of our market area, no hassle returns and assistance with training, merchandising and retailing tires. www.capitaltire.net

Car People Marketing - 333

With over 17 years in the industry, our service advertising programs have brought proven success to thousands of dealerships nationwide. We make customer retention easy with powerful service advertising, customized rewards cards and dealer-owned prepaid maintenance plans. Learn more today with a 15-minute visit in your store, on the phone or online! www.carpeoplemarketing.com

2018 Service & Parts Business Conference

Car-O-Liner - 223

Car-O-Liner is the leading global provider of high-quality, technologically advanced collision repair equipment to the automotive aftermarket. For more than 40 years, we have supplied the industry with innovative solutions, technical development, training, and customer support. We are dedicated to creating substantial value that enables our customers to improve their operations. www.car-o-liner.com

CARSTAR - 617

CARSTAR North America – part of Driven Brands Inc. family of automotive aftermarket franchise brands. CARSTAR is North America’s largest multi-shop operator network of independently owned collision repair facilities with more than 550 locations in 32 states and 10 Canadian provinces. CARSTAR proudly offers premier collision repairs, certified technician, comprehensive claims assistance and a national warranty. www.carstar.com/franchise-opportunities/

CCC Information Services - 327 ®

CC provides vehicle lifecycle solutions for C body shops, insurers, and OEMs to help our partners operate with maximum efficiency. www.cccis.com/

CDK Global - 323

CDK Global is the largest global provider of integrated information technology and digital marketing solutions to the automotive retail industry. Our technology makes it easier to run a profitable dealership. CDK Global provides innovative, integrated solutions for all aspects of business operations, from advertising to the sale, finance and insurance, service and parts of a vehicle, all backed by business insight. www.cdkglobal.com

Challenger Lifts - 223

Challenger Lifts has been in the automotive equipment industry for over 35 years. We specialize in the design, manufacture and distribution of a comprehensive line of superior car lifts, and auto lift accessories. We are partnered in the tool and equipment programs of every major automotive manufacturer and our innovative products continue to set the bar for the automotive lift industries. www.challengerlifts.com

Chief Automotive Technologies - 822

Chief Automotive Technologies offers the most extensive line of collision repair equipment, including frame machine, measuring tools, anchoring systems, welding, aluminum repair, aluminum welder and vehicle specification products. We also offer a collision repair school known as Chief University, providing the most upto-date training in the industry. www.chiefautomotive.com/

EXHIBITOR DESCRIPTIONS Clean World Distribution, Inc. - 827

For the past 15 years we have been dedicated to the innovative design and technology of developing superior mat cleaning systems – Rhino-Mat. Our dedication to manufacturing superior mat cleaners has brought us worldwide recognition. Our mat cleaners are currently operating in the US, Canada, Asia and Europe. We value our working relationships with our new and returning customers, which is why we are devoted to bringing quality equipment to those who need it. www.rhino-mat.com/cwd/

Continental Tire - 622

Based in Fort Mill, S.C., Continental Tire the Americas, LLC manufactures and distributes a complete premium line of passenger, light truck and commercial tires for original equipment and replacement markets. Our ultra-high, performance tires include award-winning technologies that focus on safety, help save money, and are #ForWhatYouDo. Continental Tire is a proud supporter of Major League Soccer (MLS), College Basketball, West Coast Customs, Lingenfelter Performance Engineering, Petty’s Garage, and Roush Performance. www.continentaltire.com

Conversica - 517

Conversica’s conversational AI solution engages your customers. Our AI Sales Assistant reaches out to all your leads with dynamically generated messages via email or text. Customers respond to the follow-up from the AI Assistant through personalized, two-way conversations. The AI Assistant improves your customer’s experience by making sure they get the help they need. No one falls through the cracks. Plus, only qualified leads get passed to sales, so they spend more time closing deals. www.conversica.com

Corning Inc. - 829

Corning is one of the world’s leading innovators in materials science. For more than 165 years, Corning has applied its unparalleled expertise in glass science, ceramic science, and optical physics to develop products that transform industries and enhance people’s lives. Corning succeeds through sustained investment in R&D, a unique combination of material and process innovation, and close collaboration with customers to solve tough technology challenges. www.corning.com/worldwide/en.html

Cox Automotive/Xtime - 616

Xtime increases customer retention by transforming the ownership experience for automotive manufacturers and dealership service departments, thus increasing customer satisfaction while boosting dealer revenue and profitability. Xtime is committed to delivering the experience consumers demand – one that emphasizes value, convenience and trust. Xtime is a Cox Automotive brand and is transforming the way the world buys, sells and owns cars with industry-leading digital marketing, wholesale and e-commerce solutions from a host of brands worldwide. www.xtime.com

2018 Service & Parts Business Conference

CPS Products 106

CPS Products, Inc. serves multiple industries with application-built, industry-specific innovations and advancements in technologies and products. The CPS product development team consists of engineers across all fields: electrical, mechanical, software and chemical. In addition, CPS invests heavily in industrial design so new product solutions reach state-of-the-art in aesthetics and ease-of-use. Our primary goal is to develop and manufacture products enabling service technicians to work smarter, win more business and make more money with CPS tools and equipment. Our brands include; CPS Products, TerraClean, MotorVac, and UView. www.cpsproducts.com

Customer Traac - 712

With offices in Minnesota and Wisconsin, Customer Traac is a virtual sales and service BDC, providing inbound and outbound call support to automotive dealers across the United States for over 25 years. We offer a complete line of solutions for sales, service, and parts departments. Visit our website for more information. www.customertraac.com

CX Customer Experience – 802

The FCA Customer Experience (CX) team is tasked to elevate the customer experience within our dealer network and FCA. The team collaborates with stakeholders to develop and implement processes, systems and programs that will have a positive impact on customer loyalty, retention and dealer sales. FCA develops training and other resources to help you improve your customer’s experience, and to be recognized for exceeding customer expectations. In addition, FCA provides a Customer Experience dashboard, found on DealerCONNECT, where dealers can view key performance indicators that identify strengths and opportunities in both sales and service. www.dealerconnect.chrysler.com, click on Customer Experience tab

Dana Incorporated - 628

Powered by recognized brands such as Dana, Spicer, Victor Reinz, Albarus, Brevini, Glaser, GWB, Spicer Select, Thompson, and Transejes, Dana delivers a broad range of aftermarket solutions – including genuine, all-makes, and value lines – servicing passenger, commercial, and off-highway vehicles around the world. For product information, visit www.SpicerParts.com.com and www.VictorReinz.com.

Dealer Focus - 615

DealerFocus delivers a highly effective yet simple to use software for managing your sales/service BDC. Our cloud-based telephony system removes limitations of archaic systems enabling agents and their process the freedom to maximize ROI. Never be held back by number of calls, underperforming employees or simply the unknown. DealerFocus software’s agility to load custom campaigns, scripts, dealership parameters, monitor KPIs, etc. – all in a live environment. Choose from in-house, completely remote or our hybrid services. www.dealerfocus.com INCREASING PROFITS, ONE CALL AT A TIME!

Turning on a light. Carrying groceries. Assistance dogs give veterans with disabilities greater independence. Canine Companions for Independence® transforms the lives of people with disabilities by providing highlytrained assistance dogs that help with practical tasks and provide unconditional love – free of charge. Give the Gift of Independence – and Give a Dog a Job. DONATE TODAY AT www.cci.org/GiveADogAJob.

Canine Companions for Independence is a non-profit that provides assistance dogs for people with a broad range of disabilities. Canine Companions is recognized worldwide for the excellence of its dogs and the matches it makes between dogs and people. www.cci.org 1-800-572-BARK

EXHIBITOR DESCRIPTIONS Dealer Retriever - 131

Dealerships across the country use Dealer Retriever to capture deal jackets, repair orders, parts and service tickets, accounts payable invoices, human resources documents and more from any source and then automate the business processes associated with them with intelligent workflows...all at a significantly lower cost than the document management modules offered by most dealership management software companies! With goIDit we use wireless sensors that attach to key rings and are assigned to vehicles that are in your inventory. We record the location of the key and upload this information to the goIDit cloud service to cross reference the sensor to the VIN by make, model, and year. www.dealerretriever.com

DealerMine CRM - 513

DealerMine CRM is a complete CRM and BDC solution: Sales CRM–Service CRM–Desking–BDC–Equity Mining–Online Service Scheduling– Telephony. DealerMine cuts through the data to find opportunities for your sales and service departments, offering a 360-degree view of how your customers shop, service and interact with you. We show you the right customer at the time, blending automation and personal interaction to maximize profits and increase retention with every interaction. www.dealerminecrm.com TM

DealerPRO Training - 309

DealerPRO Training is the largest performance-based fixed operations training organization in North America. Our exclusive Performance Driven Training builds your team into top customer retention specialists. Our proven, in-dealership training initiatives have produced additional gross profits for our dealers that beat their previous year’s performance by up to 40 percent or more. We’ve accomplished these remarkable results by not being “consultants” in your dealership, but by being trainers… teaching and coaching your service team. www.DealerProTraining.com

Dealership For Life - 123

Dealership For Life is the premier marketing and customer retention program in existence today! Since 2004 Dealership For Life has assisted dealers in creating custom programs to brand their businesses, administrate any program, train their staff and produce retention and sales/service profits that set new standards in the industry. Let us help your dealership become a Dealership For Life. Everything you need in one administrator! Lifetime Engine and Powertrain, Dealer Owned Prepaid Maintenance from any DMS, Rewards Programs, and much more! www.dealershipforlife.com

Degrees@Work - 802

Degrees@Work is the FCA-exclusive employee education program that has a proven record of increasing sales for enrolled dealerships, strengthening your employee’s performance levels, increasing employee retention rates, and attracting top talent from your local community. Degrees@Work features online courses allowing flexibility for the retail working professional. It’s easy to administer and is offered at a low monthly cost to FCA dealers. Provide your employees and their eligible family members with a no-cost, no-debt college degree. www.fcadealer.strayeruniversity.edu

2018 Service & Parts Business Conference

Dell - 222

Dell EMC is a member of the Dell Technologies unique family of businesses, and serves a key role in providing the essential infrastructure for organizations to build their digital future, transform IT and protect their most important asset, information. Dell EMC enables our enterprise customers’ IT and digital business transformation through trusted hybrid cloud and big-data solutions, built upon a modern data center infrastructure that incorporates industryleading converged infrastructure, servers, storage, and cybersecurity technologies. Dell is recognized as providing the world’s most secure, most manageable and most reliable business class client devices, backed up by outstanding customer support. www.dell.com

DGA Auto - 612

Celebrating 25 years serving the auto industry, DGA offers a full spectrum of sales & service virtual BDC services including inbound, outbound, e-mail, and text. DGA offers refined customization to dealerships that creates an “in-house” feel to our Virtual BDC Solution! Integrate with most CRM, scheduler, and DMS providers. www.dgaauto.com

Dominion Dealer Solutions - 303

Dominion Dealer Solutions improves dealers’ performance by developing advanced technologies including: reputation and social media management, responsive websites, digital advertising, SEO, SEM, multi-channel marketing, and custom market reports. Coupled with award-winning lead management, inventory merchandising, equity mining, customer relationship (CRM) and dealer management (DMS) solutions, Dominion redefines automotive retail by delivering first-class customer experiences for today’s automotive dealerships. www.drivedominion.com

Dr. Colorship Corp. - 814

Commercial and retail paint chip repair systems for use at dealerships, service lines and make ready departments. Vehicles do not need to leave the lot for repairs and external costs can be turned into internal profit centers. www.drcolorchip.com

Elite EXTRA - 626

Elite EXTRA is the best-in-class advanced dispatch routing and tracking technology that is built specifically for the auto parts industry. EXTRA integrates with the dealer’s DMS and automates deliveries by creating optimized routes and dispatching them to a driver’s smart phone or tablet. It uses GPS to track the drivers and clients are able to get a real-time ETA of their part deliveries. Elite EXTRA now boasts over 25,000 daily users across the U.S., Canada and Mexico. Elite EXTRA users report, on average, a 15 percent ROI through efficiency gained by driver accountability, less resources spent on delivery, and customer growth and retention. www.EliteEXTRA.com

EXHIBITOR DESCRIPTIONS ELITE TAX MAX - 338

Simply put, we prepare the customer’s tax return but the car dealership receives the tax refund for a down payment. (Avg. refund of $5,611 in 2017) It’s That Simple! Established in 1995, Elite Tax Max has processed over one million tax returns and has helped thousands of car dealerships nationwide sell more cars, collect larger down payments and help get customers approved! With recent tax law changes, tax refunds are expected to increase by hundreds, if not, thousands of dollars for taxpayers. When using the Elite Tax Max program your team will have the ability to get access to the customer’s refund first! The Elite Tax Max program is completely turn key and takes only minutes to potentially receive thousands! The Elite Tax Max program can be used on new car sales, used car sales, service notes, collections, and more. By partnering with Elite Tax Max your team can ensure it never loses another tax season deal again. Learn more at www.EliteTaxMax.com or call 866642-4107. CMYK

Pantone

Falken Tires - 727

Falken Tires, a part of Sumitomo Rubber North America, Inc., is based in Rancho Cucamonga, CA, which serves as the corporate headquarters. Falken Tires was launched in its native country of Japan in 1983 and introduced to the North American market two years later. Falken Tires has emerged as a serious contender in the off-road category, showcasing the capabilities of Falken’s WILDPEAK AT3W and WILDPEAK MT tire lines at multiple events across the country. In 2015, Falken achieved its first Original Equipment (OE) fitment on the Jeep Renegade with the WILDPEAK H/T 215/65R17 99S and now enjoys five OE fitments on MOPAR brands. www.falkentires.com

FCA Certified Collision Repair Program - 629

Assured Performance is the largest network of certified body shops with over 2,800 participating shops. Created as a joint-effort initiative to provide body shop certification for Fiat-Chrysler automobiles, Assured Performance is comprised of three entities: A non-profit consumer advocacy organization; a legal cooperative (Co-Op); and a management company. Assured Performance is helping certified shops increase business and profits with industry-leading tools, systems, and resources which ensure quality and customer service. Learn more at www.assuredperformance.net. ©2017 FCA US LLC. All Rights Reserved. Chrysler, Dodge Jeep, Ram, Mopar and SRT are registered trademarks of FCA US LLC. FIAT is a registered trademark of FCA Group Marketing S.p.A., used under license by FCA US LLC.

FCA Digital Certified Programs - 810

FCA dealers now have the opportunity to partner with some of the best website providers in automotive digital marketing. By enrolling in FCA’s certified website program, dealers will have their choice of one of four/five providers. Your preferred provider will offer a unique set of strategies and solutions to coincide with your preferred digital strategies along with improved support to help implement and maintain coding, tags, and products and services. www.fcadigitalcertified.com

FCA–DrivePlus Mastercard - 532

The All New DrivePlus Mastercard is a best in class program that drives dealership sales and customer loyalty! With features that include instant in-dealer credit approval, no annual fee, everyday special 0% financing for purchase of $499 or more and a $100 statement credit

with first FCA purchase, you need to offer this no-cost program in your dealership. Come see us in booth 532 to learn about the new $1,000 Bonus Certificates towards the purchase of a FCA vehicle – exclusive to the DrivePlus Mastercard! Enter for your chance to win an Apple Watch! www.drivepluscard.com

FCA Performance Institute - 802

To support service, parts and technician personnel, the FCA Performance Institute (FCA PI) offers the Learning Center. This online library houses training courses, certification information, downloadable product information and job aids. Additionally, it provides FCA news and announcements, brand information and best practices for improving your service customer’s experience. FCA PI also tracks service incentives and pays out via our reward programs. Take advantage of everything the FCA Performance Institutes offers your team. www.dealerconnect.chrysler.com, click on training tab>FCA Performance Institute.

FCA Uconnect - 602

FCA – Uconnect is the connected car platform for Fiat Chrysler automobiles. This feature-packed communication, information and navigation system helps drivers stay connected to the things that matter most. An integral part of Uconnect is connected services that allow us to reach and service owners long after the initial point-of-sale.

Federal-Mogul Motorparts - 117

Federal-Mogul Motorparts serves customers in the automotive aftermarket with maintenance, service, and performance-enhancing products and original equipment manufacturers of cars, trucks, heavy-duty vehicles, commercial vehicles, agricultural, aerospace and other industrial applications with premium products. Federal-Mogul Motorparts helps keep the world moving through an unmatched portfolio of premium automotive aftermarket parts that help get you where you need to be. MOOG, Champion, Wagner and Ferodo are just a few of the storied brands we sell and distribute. www.federalmogul.com

Fixed Ops Digital - 230

An exclusive automotive fixed ops digital marketing agency. At Fixed Ops Digital our team of automotive specific digital strategists is here to take what should be your most profitable department and transform them not only to catch up to the 21st century but to become a modern-day powerhouse. Dominating over your direct competitors as well as third-party players stealing your customers. We work directly with you to get those highticket customers in your drive. Dominating organic search with our SEO product, give your customers a better coupon experience with our mobile wallet product, and more with a tailored strategy to match your dealerships goals, brand, and market. www.fixedopsdigital.com

CLMloyalty.com

EXHIBITOR DESCRIPTIONS FlickFusion Video Marketing - 722

FlickFusion’s interactive (data driven) video marketing platform (SMARTFLICKS) makes it easy and profitable for an automotive dealerships to integrate video content into their sales and marketing strategies across their entire store. In addition to creating automated video marketing content based on a shopper’s viewing history, SMARTFLICKS can utilize dealership CRM, sales, and marketing data to update each viewer’s experience in real-time, increasing the relevancy of each event across multiple touch-points including video emails and live streaming. www.flickfusion.com

Freeman - 841

Friendemic - 728

Friendemic specializes in online reputation tools for many of the world’s largest automotive brands, retail-level dealer groups, individual dealerships, and retail businesses nationwide. Our tools and platforms have continued to evolve over the years into the launch of the Catalyst Suite, a group of online reputation products. Friendemic offers an online reviews management service with a dedicated team monitoring and responding 365 days a year. On the advertising side, we provide a powerful social advertising platform called Social Drive. www.friendemic.com

Gallagher Promotional Products - 319

Your #1 source for promotional and dealership supplies with exclusive special pricing and account service for all FCA dealers. From plates, frames, decals, flags, banners and balloons to help boost sales...to key tags, floor mats, service and parts supplies, forms and more to make your service and back office departments more efficient and profitable. We provide products for all of your sales, service and office needs. www.gppinc.com

GoMoto - 725

GoMoto’s self-service technology for the automotive retail industry instantly transforms your dealership into a progressive digital experience that streamlines the check-in, drives consistent sales in the lane and instantly upgrades the customer experience. Twelve-month dealership results: 85% of customers stated the kiosk made the check-in process easier and faster; 20% of customers self-selected a recommend service or opted in for a trade-in equity review during check-in process; and 95% correct customer information contact capture rate. www.gomoto.com

Goodyear Tire & Rubber Co - 606

Goodyear is one of the world’s leading tire companies with operations in most regions of the world and one of the most recognized brand names. Together with its U.S. and international subsidiaries, Goodyear develops, manufactures, markets, and distributes tires for most applications. We produce a wide range of tires for consumers all over the world. Across our brands, we offer all the benefits today’s drivers are 80

2018 Service & Parts Business Conference

looking for, from innovative technology and performance handling to all-weather reliability and affordable quality. www.goodyear.com

Graco Inc. - 237

From the first air-powered grease gun to our industry-leading Fire-Ball pump, Graco’s Lubrication Equipment Division is what started it all. We manufacture equipment to monitor, control, manage and dispense fluids, offering innovative equipment for all your vehicle services needs. We offer a full range of high-quality pumps, meters, valves, hose reels and accessories to increase production and reduce waste and downtime. Graco will showcase the latest innovations in fluid management, the new waste oil evacuation system and the new EM Series electronic manual dispense meters.www.graco.com/us/en.html

Guidepoint Systems - 128

A longtime MOPAR/FCA vendor providing the OEM grade GPSenabled automotive safety and security program called MOPAR EVTS. The EVTS provides Stolen Vehicle Recovery, Vehicle Locator, Asset Management, Driver Safety & Concierge, Fleet Tracking and more. The Guidepoint powered MOPAR EVTS provides FCA Dealers with a significant and steady stream of aftermarket profits through F&I Sales; asset/lot management; CSI/SSI improvement; rental car management and most importantly, the impact that Mopar EVTS has on DealerRewards via the increases seen in PNUR and loyalty. www.guidepointsystems.com

Helm Promotions - 226

The FCA Dealer Merchandise estore is your one stop location for all of your dealer and boutique needs. Mopar Dealer Personalization Program offers a unique selection of Mopar and dealerbranded merchandise that creates brand loyalty in increases parts sales. www.helm.com

Hireology - 512

Hireology’s integrated hiring and retention platform empowers multi-location, owneroperated, and independently owned businesses to build their best teams with confidence. The company equips teams with the skills and technology needed to manage the full employee lifecycle – from hire to retire – in one seamless platform. With focused expertise in retail automotive more than 2,000 dealerships today trust Hireology to help build great teams, lift customer service and drive profitability. www.hireology.com/customer/automotive/

Hunter Engineering - 239

Hunter Engineering Company is the global leader in alignment systems, wheel and tire service, brake service and inspection lane equipment. Hunter® equipment is approved and used by vehicle manufacturers, automobile and truck dealers, tire dealers and service facilities around the world. www.hunter.com

EXHIBITOR DESCRIPTIONS Ikon EFS (formerly Revolux LED) - 216

Revolux is the nation’s largest comprehensive provider of LED solutions focused exclusively on auto dealerships. Our expertise, experience and efficient comprehensive solutions improve your dealership’s appearance and bottom line. From design and layout to project management, Revolux manages your entire lighting transformation. www.ikonefs.com

Infinity Massage Chairs - 640

In today’s culture, we place more emphasis on our wellness than ever before. At Infinity, we aim to help people of all lifestyles do just that by designing our chairs with the latest technology in the industry, including adjustable 3D massage and modern conveniences like Bluetooth and mobile app compatibility. Elevate your wellness with Infinity Massage Chairs. www.infinitymassagechairs.com

IMEI

Insight Media - 725

Insight Media Enterprises, Inc. (IMEI) is a fullservice specialty publishing and event marketing company. With 37 years of experience in automotive, aviation and education, our team can work with you from event concept, through design, sales of all conference positions, custom publishing of digital and print collateral including conference/event guides. For information on our automotive event, please go to www.clmloyalty. com. Proud partner of FCA Mopar.

Insignia Group, LLC - 119

Insignia Group is the innovator and industry leader in accessory sales process, consulting and configurator software. Insignia drives exceptional vehicle personalization sales training, leadership, and process improvement to the automotive industry. These core deliverables improve the customer experience, increase satisfaction, reduces sales staff turnover, and maximizes profits. Insignia currently supports 18 vehicle brands, and serves dealerships nationwide. Insignia’s software solution manages the fulfillment of nearly $85,000,000 in accessory sales transactions annually. www.insigniagroup.com

IPPTServices.com - 107

IPPT Services is an innovative company offering business solutions which integrate people, process and technology – a mission which derived its name. IPPT has curated a powerful customer contact process which promotes dealership loyalty and monetizes business opportunities. IPPT has developed a software to optimize this process using customer contact data and predictive analytics. Assigning a quantifiable dollar amount for each opportunity has yielded undeniable results – increased service appointments, increased customer satisfaction, increased ability to adequately staff, increased cars sales, and, subsequently, increased revenues for the dealership. www.IPPTservices.com

J&L Marketing - 523

J&L Marketing is the nation’s highest rated automotive owner marketing agency. The company is SSAE certified and recognized throughout the industry for its data security and data analytics. Using data driven strategies powered by its proprietary program, J&L works with clients to design and execute their direct marketing efforts. J&L Marketing’s automotive equity data mining and lead generation, sales events, customer pay service clinics, email, direct mail, microsites, digital direct targeting, retargeting, social media, video and virtual BDC provide a complete range of automotive multi-channel direct marketing solutions for both sales and fixed operations. www.jandlmarketing.com

John Bean - 223

John Bean is a world leading innovator and manufacturer of automotive undercar service equipment solutions and is one of the many brands that Snap-on offers repair shop owners and managers. Snap-on Incorporated is a leading global innovators, manufacturer and marketer of tools, equipment, diagnostics, repair information and systems solutions for professional users preforming critical tasks. Products are sold through the company’s franchisee, company-direct, distributor and internet channels. www.johnbean.com

K9 Companions - 136 Katzkin Automotive Leather - 218

Katzkin Automotive Leather is the exclusive supplier to Mopar Accessories and the Mopar Custom Shops. In our dealer direct Mopar Accessory program we offer an assortment of almost 100 colors! With the many colors and the FCA logos (available only through Mopar) the customization options are in the millions! Proud to be a partner with Mopar since 2003. www.sellmoparleather.com

Kem Krest Inc. - 336

Kem Krest supports Mopar by providing Total Program Management through supply chain, fulfillment and aftersales solutions for the Mopar Chemical Program. Kem Krest specializes in fluid blending, packaging, warehousing and order fulfillment services to Original Equipment Manufacturers (OEMs) within the automotive, agriculture/industrial and defense industries. With 11 facilities in the United States and Canada, Kem Krest employs over 400 associates who are key to its success and vital to its promise: “Customer Focused, Solutions Driven.” www.KemKrest.com

Laser Key Products - 105

Manufacturer of automated key machine that will cut high security and standard keys. Machine will duplicate, cut by code or originate keys for most all year, makes and models. www.LaserKeyProducts.com

ITW Professional Automotive Products - 623

ITW Professional Automotive Products, a division of Illinois Tool Works, Inc., is an ISO certified, leading manufacturer of automotive preventive maintenance chemicals and professional service equipment. www.itwproap.com CLMloyalty.com

EXHIBITOR DESCRIPTIONS Local Biz Now - 100

Service marketing, review management, and listings monitoring all-in-one! MOPAR search marketing program to drive service lane traffic by advertising to customers searching online for after sales services such as brake repair, oil change, tires, etc. A custom review, social and listings monitoring tool that is specific to your dealership. A comprehensive local digital advertising program for service! Track all performance in the 24/7 reporting console to see increases in customer pay repair orders. The average dealer receives 44 actions per month, including 23 coupon downloads and eight phone calls! www.localbiznow.com

Magneti Marelli offered by Mopar 202

Magneti Marelli Offered by Mopar offers high-quality parts at competitive prices. Our full line of parts for FCA and Non-FCA vehicles, covers virtually any vehicle that arrives at your dealership. Whether it’s for maintenance or repair or for used car reconditioning, Magneti Marelli Offered by Mopar is your go to product. www.mopar.com

Matco Tools - 723

Matco Tools is a manufacturer and distributor of quality professional automotive repair tools, diagnostic equipment, and toolboxes. Our product line now numbers more than 13,000 items. We also guarantee and service the automotive repair and diagnostic tools and equipment we sell. Matco is proud of our quality automotive repair and diagnostic tools, toolboxes and other quality products and our partnerships with our distributors. Together, we offer the best buying relationship in the industry. www.matcotools.com

Max Finkelstein - 522

For more than 99 years, Max Finkelstein, Inc. has provided quality products, competitive prices and reliable service to consumer and commercial retailers, redistributors and service providers throughout the Northeast and Mid-Atlantic United States. We understand that our customer’s success is our success. With 15 strategically located distribution centers, Max Finkelstein, Inc. has become one of the nation’s largest independent, family-owned tire distributors of passenger and light truck tires. We pride ourselves on the quality of the brands we carry, including Goodyear, Dunlop, Kelly, Pirelli, Kumho, Falken and Ohtsu. www.maxfinkelstein.com

Michelin North America - 823

Michelin, the leading tire company, is dedicated to enhancing its clients’ mobility, sustainably; designing and distributing the most suitable tires, services and solutions for its clients’ needs; providing digital services, maps and guides to help enrich trips and travels and make them unique experiences; and developing high-technology materials that serve the mobility industry. Headquartered in Clermont-Ferrand, France, Michelin is present in 170 countries. www.michelinman.com

Mopar CAP - 802

Build your next generation of service technicians with the most highly qualified 82

2018 Service & Parts Business Conference

individuals trained specifically to service your vehicles. Developing new Mopar technicians since 1984, the Mopar Career Automotive Program (CAP) is designed as a strategic educational alliance with more than 80+ reputable colleges and technical schools nationwide. Students graduating from the Mopar CAP program can be certified up to and including FCA’s Level 2 technical curriculum. The benefits to your dealership include successful employee recruitment in your community, partnerships with local schools and, most beneficial, technicians trained on FCA’s latest vehicle technologies and much more. www.moparcap.com

Mopar Express Lane - 524

Mopar Express Lane is the official fast and efficient routine maintenance provider of FCA, offering service for nearly all makes and models without requiring customers to make an appointment. With more than 1,000 locations nationwide, Mopar Express Lane works with global staffing solutions provider MSX International for independent consulting and performance improvement services to ensure drivers receive a customer experience that meets its brand promise. www.mopar.com/en-us/services/express-lane.html

ON DEMAND

Mopar On Demand (Epsilon/Avanzado) - 203

Customer Connect For over 10 years, On Demand has successfully helped FCA dealers generate a consistent flow of service traffic from month to month. The program Is competitively priced and has strategic marketing to target customers and competitive prospects. The On Demand portal offers a wide range of high impact, low cost service, parts and promotional mailers, designed to attract business, by eliminating gaps in service bay traffic. Visit www. avzdo.com to learn more about our other marketing opportunities or call the On Demand headquarters at 855-213-5483 to learn how we can help you hit your service and parts goals.

Mopar PDC - 207

Originally developed exclusively as a wholesale resource for parts managers, the Mopar Dealer Site has evolved into a melting pot for sales tools, programs and promotions relating to all channels of Mopar business – retail, wholesale and accessory. Managed by Mopar Program Headquarters, the dealer site is the ultimate source for fueling your Mopar service and parts marketing. Visit www.dealers-mopar.com for more information.

Mopar Program Headquarters (JR Thompson) - 208

The Mopar Dealer Site has evolved into a melting pot for sales tools, programs and promotions relating to all channels of Mopar business – retail, wholesale and accessory. Managed by Mopar Program Headquarters, the Dealer Site is the ultimate source for fueling your Mopar service and parts marketing. Visit www.dealers-mopar.com for more information.

Mopar TireWorks - 120

Mopar TireWorks outfits your dealership with a suite of sales tools, training, and technology developed exclusively for Chrysler, Jeep, Dodge, Ram, and Fiat dealerships. Mopar TireWorks enhances your dealership to capture

EXHIBITOR DESCRIPTIONS valuable parts and service profits by transforming you into a complete automotive resource for your customers. Email mopartirehelp@ automed5.com; (888) 403-TIRE (8473)

Mudd Advertising - 519

At the core of Mudd Advertising is a dedication to measurable results for our clients. For more than 37 years, we have been driven to develop strategic, technologically advanced solutions. While some use us for specific, tactical services, many partner with us as a fullservice agency, tackling challenges on a daily basis together. www.mudd.com

NCompassTrac - 118

NCompassTrac is a card-based marketing solution designed to retain customers, win back customers that have not been active in 1-5 years and drive-in conquest VINs that have never done business with your dealership before. In addition, converting new and especially pre-owned vehicle purchases back into your service drive. The more customers we can retain across the board, the more vehicles your dealership will sell in upcoming years. For more information, please come visit our booth or contact zlyons@ncompasstrac.com, www. ncompasstrac.com

Nexen Tire USA - 713

Nexen Tire utilizes proprietary technology and the highest quality standards in the industry to guarantee world-class products that perform, while adding unrivaled customer support for the life of each tire. As a worldwide leader in high-performance, passenger, SUV/light truck and winter offerings, Nexen Tire is second-tonone in research, development and state-of-the-art manufacturing. Our passion for excellence results in performance that inspires championship-winning Formula DRIFT drivers, rock-climbing and off-road enthusiasts, as well as everyday commuters. www. nexentireusa.com/

NitroFill LLC - 808

NitroFill is the worldâ&#x20AC;&#x2122;s leading manufacturer of nitrogen generation and inflation equipment for the automotive market. NitroFill offers a competitive, pre-loadable, tire protection plan which provides consumers with tire repair and replacement coverage, unlimited roadside assistance along with a substantial customer retention program. www.nitrofill.com/

Nitto Tire USA Inc. - 234

Nitto develops high-quality, high performance light truck, SUV, and passenger car tires that are engineered to perform and help get you safely to your destination. Nitto Tires offers a wide range of unique and stylish tread designs and tire sizes to meet the needs of an auto enthusiast. For more information about Nitto Tires, please visit www.nittotire.com.

NTW - 819

National Tire Wholesale (NTW) is a newly formed company resulting from the merging of TCi Tire Centers, LLC and Carroll Tire, to form the second largest tire distributor in the country. This new company provides delivery service to over 95% of the continental US. Brands include: Michelin, BFG, Uniroyal, Hankook, Pirelli, Continental, General, Firestone, Carlisle, Cordovan, Yokohama, Nitto, Cooper, Multi-Mile, Sigma, Sumitomo, Vanderbilt, Eldorado, and others. www.ntw.com

OEConnection/repair link - 610

OEC is the leading automotive technology provider for OEM distribution networks, enabling automakers and dealerships around the world to deliver parts and service information quickly and accurately into the hands of repairers in collision, fleet, mechanical and retail segments, as well as their own service lanes, through a suite of parts cataloging, supply chain, pricing, e-commerce, service and business intelligence solutions. OEC serves nearly 50 international auto brands and fleet companies, 30,000 dealerships and more than 120,000 repair customers worldwide, facilitating an estimated $26 billion in annual replacement parts trade. www.oeconnection.com

Oracle Data Cloud - 515

Audience planning for digital advertising. For service marketing digital campaigns, first decide who you want to reachâ&#x20AC;&#x201C;what audience? Eliminate wasting dollars on non-relevant households. For dealershipsâ&#x20AC;&#x2122; digital display and video marketing efforts, Oracle Data Cloud is the primary audience data distributor in the automotive retail industry across all media platforms, including Facebook, Google, Pandora, Amazon, Twitter, theTradeDesk and Centro. Oracle Data Cloud: Reach and intercept customers using independent service centers and auto parts stores in your local area; exclusive audience distributor for Polk data and Edmunds data; and prevent spray-and-pray tactics, which lead to wasted impressions and dollars. www.oracle.com

PartsCount-PartsRec by Total Dealer Solutions - 714

TDS is a family of companies specializing in front end and back end solutions for automotive dealers. Founded in 2003, our focus and passion is parts. We have spent the last 15 years as the leading third-party parts inventory provider in the country. Our expertise and experience helps our clients save time, improve the accuracy of their inventory, accurately track and eliminate variance, reduce vulnerability and risk, and improve efficiency. www.totaldealersolutionsinc.com

PartsTrader - 116

When auto collision repair shops need to find the best combination of part price, part type and delivery availability, they turn to the PartsTrader platform to source their parts. Repair shops can search and compare multiple suppliers at the same time and work with suppliers that compete for their business. Suppliers using the PartsTrader platform can be more competitive in the market, increase their sales opportunities to more repairers, and see fewer parts returned, resulting in real dollars added to the bottom line. For more information, go to www.partstrader.us.com. CLMloyalty.com

EXHIBITOR DESCRIPTIONS PDQ Car Wash Systems - 605

The world leader in touch-free car washing with over 10,000 units in operation across North America. With the largest service network in the industry, PDQ can offer 24/7 service support that no one else can. Whether you want a gentle wash, or touch free, PDQ Laserwash has you covered. PDQ is part of a Fortune 500 Company–Dover, which also owns Rotary lift, Chief Collision Equipment, and WARN winch. PDQ Laserwash is the new dealer’s choice! www.pdqinc.com

PGW - 829

PGW Auto Glass, LLC, a subsidiary of LKQ Corporation, is the leading supplier of auto glass and shop accessories, with more than 120 distribution branches throughout the U.S. and Canada. Offering more than glass, the distribution network provides small orders, same-day and/or overnight auto glass deliveries to more than 27,000 customers. www.buypgwautoglass.com

Pirelli Tire - 102

Pirelli was founded in Milan in 1872 and today stands as a global brand known for its cutting edge technology, high-end production excellence and passion for innovation that draws heavily on its Italian roots. www.pirelli.com

Proactive Dealer Solutions - 601

Proactive Dealer Solutions is a training an consulting company specializing in the implementation and rehabilitation of business development initiatives within automotive dealerships. As the BDC experts, we have distinguished ourselves as the industry leader for automotive business development across the US and Canada having setup over 3,500-plus BDCs for sales and service. We work with dealers to increase their business without increasing their advertising budgets, by maximizing the sales and service opportunities that they currently have. www.bdcexperts.com

Pro-Cut Profile - 223

Pro-Cut has been designing, building, and selling rotor matching systems for over 30 years and is the worldwide leader in the field. See more at www.procutusa.com.

Proton Dealership IT - 611

Proton provides a full suite of IT services tailored specifically to the automotive dealer industry. We work closely with you to put together a strategic plan that aligns with the goals of your dealership and simplifies your day-to-day operations. Our managed services include: help desk & remote support, cyber security, phone systems, and vendor management. Our experienced staff monitors and maintains your technology needs so you can focus on running your business. www.protontechs.com

2018 Service & Parts Business Conference

QB Business Solutions - 211

QB Business Solutions creates and structures an environment where all areas of the service and parts departments work collectively. Departmental assessment – As the profit center of a dealership we deep dive the service and parts departments operations and practices to maximize profits; Market analysis – Location intelligence, ensures the dealership is competitive in their demographic; Warranty compliance – Factory policy and procedures, RO documentation, preventing chargebacks and identifying exposure. Our one-on-one consultative approach ensures long-term sustainable revenue, creating long-term value. www.qbbusinesssolutions.com

Recall Masters - 828

Recall Masters is the leading provider of automotive recall news, data, training, and communications. The company is dedicated to helping automakers and their dealers expedite the repair of recalled vehicles. Through greater recall awareness and proactive recall management, FCA dealerships can acquire first-time customers, increase Customer Pay revenue, increase vehicle sales, win back lost customers, and save and improve CSI scores. Recall Masters is a privately-held company based in Laguna Hills, CA. For more information, please visit www.recallmasters.com.

Results HQ LLC - 508

Results HQ has been a leader and innovator in conquest direct mail and email marketing since inception. Relationships include individual dealers, small and large dealer groups, dealer advertising associations, and a tier 2 supplier for FCA Market Center. The success of Results HQ has been because of uncompromising focus in the key areas of innovation, data, process, execution, and reporting. Results HQ believes effective ROI is a result of people, product, processes and predictive prospects. www.resultshq.com

RevolutionParts - 214

RevolutionParts helps automotive dealers maximize online OEM parts sales with powerful and user-friendly e-Commerce solutions. We make it simple for dealers to profitably sell parts online and deliver a great shopping experience for their customers. Since inception, RevolutionParts has scaled to over $500 million in global transactions with hundreds of customers across the United States. Learn more or get started at www.RevolutionParts.com.

Reynolds and Reynolds - 708

Reynolds Retail Management System – software, services, and documents driving results and delivering unmatched customer experiences. 1. Alert advisors of customer arrivals and greet them by name. 2. Streamline the upsell process. 3. Communicate efficiently between departments. 4. Quote exact prices and sell more factory-recommended services. 5. Track your progress with reports. 6. Sell accessories with interactive presentations. www.reyrey.com

EXHIBITOR DESCRIPTIONS Rotary Lift - 822

Rotary Lift is the world’s largest manufacturer of vehicle service lifts and has the largest network of distributors and authorized installers in the US market. We offer a complete line of vehicle lifts to meet all of your service department needs. Chief Automotive Technologies offers the most extensive line of collision repair equipment, including frame machine, measuring tools, anchoring systems, welding, aluminum repair, aluminum welder and vehicle specification products. We also offer a collision repair school known as Chief University, providing the most up-to-date training in the industry. www.rotarylift.com

Schrader Performance Sensors - 729

Schrader, a brand of Sensata Technologies, is the leading global manufacturer of tire pressure monitoring systems (TPMS) for automotive, heavy vehicles and off-road leaders, delivering solutions that protect and perform. Schrader is a pioneer in TPMS, a vehicle safety feature that is now standard on all cars and light trucks sold in the U.S. Schrader’s direct TPMS technology can be found in over 54 percent of global OEM vehicle platforms, with more than 325 million Schrader sensors currently produced and installed. www.schradersensors.com R

SCI / PSX - 625

Wholesale Parts Sales Xcellerator (PSX) is a powerful and easy-to-use auto parts software solution specifically designed for the wholesale parts environment. It enables you to make timely and informed decisions, market more effectively, and includes a CRM tool to help retain and grow your wholesale parts customer relationships. PSX provides automated reporting delivering actionable information to your entire team, transforming your fixed operations into a sales-driven organization. www.sciusa.com

Sensible Driver - 530

Sensible Driver increases dealership services and retention through digital marketing programs for existing customers and prospects. Products include eNewsletter, Car Care education website, remarketing high ticket items (tires and brakes), email eCapture, Google PPC, social media, video marketing and on-line scheduling. We do all the work, you get the results! www.expresslane.sensibledriver.com

Shell - 422

Shell is an international energy company that aims to meet the world’s growing need for more and cleaner energy solutions in ways that are economically, environmentally and socially responsible.Our operations are divided into our businesses: Upstream, Integrated Gas and New Energies, Downstream. Our Projects & Technology organization manages the delivery of Shell’s major projects and drives our research and innovation. www.Shell.com

have a new Customer Appreciation Program. This specially designed program/package is intended to draw the attention and interest of each recipient and enhance the dealer customer relationship with a gift of long term value and special offers designed to bring consumers back to the dealership. All retail purchasers or lessees of new FCA vehicles are eligible from participating dealers to receive a tube of touch-up paint that matches the exterior color of their vehicle. www.sherwin-williams.com

Shure Manufacturing - 529

Shure Manufacturing Corporation designs, engineers and manufactures high quality professional workbenches, tool storage, storage cabinets, transmission benches, and tech carts. We also have high quality parts department shelving systems, tire carousels, engineered platforms, mezzanines and mobile racking systems. Please see us for all your industrial storage needs. Thank you for making Shure the leader in automotive industry for over 76 years! www.shureusa.com

SimplePart - 817

SimplePart helps dealers sell parts and accessories online. Our consulting team has spent more than 30 years working at MOPAR, and SimplePart has been selling MOPAR parts online for almost 10 years. We specialize in building sustainable growth that meets dealer goals, including Dealer Rewards Objectives - Part Objectives and Accessory PNUR. The importance of a solution that grows with your business is just as important as using the right part for a repair. Make sure you’ve picked the right one. www.simplepart.com

Slip-N-Grip a div. of Petoskey Plastics - 109

Slip-N-Grip is a division of Petoskey Plastics serving the automotive aftermarket with a variety of vehicle protection products that help exceed customer expectations and keep them coming back. The Slip-N-Grip product line includes everything from seat-covers, paper and plastic floor mats, service reminder printers and labels, tire bags; whatever you need for vehicle service operations. When you use Slip-N-Grip products, you are earning the respect of your customers by showing them that you care about providing a superior service experience while keeping their vehicle clean. Thanks to our valued customers, Slip-N-Grip vehicle service products are used and recognized worldwide. www.slipngrip.com

Smokin Temptations BBQ - 340

Smokin’ Temptations is your one source for catering and BBQ events of all sizes and budgets. Smokin’ Temptations specializes in gourmet catering of indoor and outdoor events of all sizes. From small office luncheons to white tablecloth sit down dinners, birthday parties to pig roast, Rusty Griffin and the Smokin’ Crew are your best choice for the freshest, highest quality, most delicious gourmet dishes and superior service in south Georgia and North Florida. Smokintemptations.com

Sherwin-Williams - 518

Sherwin-Williams/Duplicolor manufactures, sells and distributes automotive touchup paints and chemicals. For 2018, we CLMloyalty.com

EXHIBITOR DESCRIPTIONS Snap-on/ Mopar Service Equipment - 334

Mopar Service Equipment is your one stop for all of your service, body shop and parts department equipment, tools, and shelving. We also offer facility planning to ensure you are able to service all FCA products. www.moparessentialtools.com

Snap-on Total Shop Solutions - 223

Snap-on Total Shop Solutions family of brands bring together best-in-class automotive equipment products across the industry. From wheel balancers, aligners and diagnostics, to brake lathes and automotive lifts, Snap-on Total Shop Solutions’ brands offer a unique breadth of equipment to outfit any shop from floor to ceiling. Each brand strives daily to manufacture the finest productivity solutions in the world and carries the Snap-on® name with pride. Together we feel honored to share the realization of our labors with our customers. www.snapon-totalshopsolutions.com

Solera-Autopoint - 302

AutoPoint, a Solera company, provides a unified technology suite that enables automotive service providers to maximize motorist retention through a digitally-driven customer experience. AutoPoint’s Retention Suite enhances motorist interactions and strengthens customer relationships via technology centered on four key operating areas: titling & registration, marketing, engagement, and service delivery. AutoPoint’s unique tools enrich the motorist’s experience throughout the vehicle lifecycle and into their next purchase. www.autopoint.com

Sprint - 315

Sprint Offers MOPAR dealers and families special offers that will keep you connected on a business and personal level. www.sprint.com

Strategic Marketing Services - 509

Strategic Marketing is a data-driven marketing company that develops innovative multi-channel programs for customized service communications, third-party staffed events, vehicle launches, and business center marketing. Our direct response marketing and dataanalytics give us the answers and tools necessary to communicate with your customers and potential customers in your market. Being certified by all the major DMS providers allows us to move data fast and efficiently, keeping your data safe and secure. www.strategicmarketing.com

Sullivan Tire - 210

Sullivan Tire was established in 1955 and is still family owned and operated to this day. We service New England FCA dealers with multiple deliveries per day, offering the following brands: Goodyear, Dunlop, Kelly, Michelin, BFG, Uniroyal, Continental, General, Bridgestone, Firestone, Nexen, Kumho, Yokohama, Ohtsu, Falken, Hankook and Pirelli. www.sullivantirewholesale.com

Text2Drive - 717

Leading the automotive text evolution since 2008, Text2Drive reconnects auto dealers with their customers via text with the nation’s most powerful and legally compliant platform. Product offering includes two-way text, intelligent 86

2018 Service & Parts Business Conference

automation, online bill pay and invoicing, mobile app, video, voice calls, service reminders, declined services, recall management, telematics, and employee and group chat. Connect like never before! www.text2drive.com

The Wells Group, Inc. - 618

We are dealership image furniture specialists supplying your entire dealership from showroom sales areas to service write-up desks to customer lounge areas. Let us help plan and create your new or remodeled dealership facility. Our project planning services include turn-key installation by our trained installers insuring you one easy source to handle your project. We stretch the budget dollars better than anyone with 22 straight years at the NADA Expositions all across the USA. CarDealershipFurniture.com

TireHub - 114

TireHub, a new national tire distributor founded by Bridgestone and Goodyear, was created for tire experts by tire experts. We’re eager to show you how TireHub is committed to meeting the needs of both you and your customers. Our focus will be on delivering the best-inclass products, industry leading turnaround times, and reliable fill rates. All program tires delivered by TireHub are processed on program. We will be connected to the TireWorks online ordering portal. www.tirehub.com

Toyo Tire U.S.A. Corp. - 716

Established in 1966, Toyo Tire U.S.A. Corp. represents the innovation, quality, performance, and excellent service that Toyo Tires has delivered worldwide for over 70 years. The company offers a full line of premium tires for nearly every vehicle including light trucks, SUVs, crossovers, sports cars, luxury cars and hybrids as well as commercial trucks. Many of the tires are built in the United States at their state-of-the-art factory in White, Georgia. www. toyotires.com

TRICO Group - 111

TRICO Group serves the automotive OE and aftermarket industry with category-leading brands TRICO wiper blades, Carter fuel systems and StrongArm lift supports. TRICO Group supplies FCA both Mopar and Magneti Marelli branded wiper blades and also Magneti Marelli branded lift supports. www.tricoproducts.com

Truck Hero - 130

Truck Hero manufactures truck bed covers, bedliners, side steps, light bars, Jeep accessories. Truck Hero provides all the Mopar bed covers and bedliners for DT Ram. The company has 13 manufacturing plants throughout the United States. www.Truck-Hero.com

TSD - 604

For more than 30 years, TSD has designed and delivered cutting-edge fleet management software solutions to help our clients manage their rental and loaner car fleets. Our software solutions are used by independent and franchise rental companies, dealerships, auto manufacturers and public auto groups worldwide. We’re proud to drive the temporary transportation industry forward. www.tsdweb.com

EXHIBITOR DESCRIPTIONS UniFirst Corporation - 124

UniFirst is one of North America’s largest workwear and textile service companies, providing managed uniform, protective clothing, and custom corporate image and brand apparel programs to businesses in diverse industries. In addition to outfitting nearly two million workers in clean uniforms each workday, we also have a hand in keeping their businesses clean, safe, and healthy through our facility service programs, allowing us to be a single-source solution for a variety of needs. www.unifirst.com

United Parcel Service (UPS) - 306

United Parcel Service, Inc. provides letter and package delivery, specialized transportation, logistics, and financial services. It operates through three segments: U.S. Domestic Package, International Package, and Supply Chain & Freight. The company also offers shipping, visibility, and billing technologies; and insurance, financing, and payment services. It operates a fleet of approximately 119,000 package cars, vans, tractors, and motorcycles; and owns 45,000 containers that are used to transport cargo in its aircraft. United Parcel Service, Inc. was founded in 1907 and is headquartered in Atlanta, GA.

UnityWorks - 516

UnityWorks has pioneered the use of data driven video at scale for automotive dealers. Widely regarded as the premier video provider of customized and scalable video campaigns, the company also offers data driven video landing pages, video email, personalization and pre-roll ads featuring Google and Facebook. UnityWorks, along with Chrome Data, are leading brands within the Autodata Group committed to transforming the customer journey through a better vehicle buying and ownership experience. www.unityworksmedia.com

Urban Science - 110

Urban Science is a business-performanceoptimization company. We utilize a scientific methodology to help our client partners optimize sales, profitability and customer loyalty. And we do this by solving their toughest challenges including planning an optimal retail network, improving operational performance, and efficiently converting customer traffic into sales. ServiceSmarts is the comprehensive performance management analytics tool that delivers customer-pay analysis and actionable insights to help dealers capture all available parts and service sales opportunities. www.urbanscience.com

US Auto Force - 310

U.S. Auto Force is the leader in tire sales to new car dealerships! With 34 distribution centers in 20 states throughout the Midwest, Florida, Texas, California and Arizona, US Auto Force distributes all major tire brands: Bridgestone, Firestone, Continental, General, Goodyear, Dunlop, Kelly, Kumho, Michelin, BF Goodrich, Uniroyal, Pirelli, Toyo & Yokohama. Our dedicated US car dealer team brings first in class tire sales training, marketing and tire inventory protection to help your dealership sell more tires! www.usautoforce.com

Verizon Wireless - 816

Verizon Wireless offers intelligent dealer solutions to FCA US dealers that can save your dealership money, help improve your CEI scores, shorten your sales cycle, increase your F&I and service profits and improve your business. In addition to smartphones and tablets, we offer wireless backup so your Internet and DMS are never down, One Talk VoIP desk phones, digital signage solutions, mobile security solutions and more. We also offer FCA US dealerships a discount on their Verizon Wireless services. Come visit our booth to review mobile first solutions that can take your dealership to the next level. www.verizonwireless.com

VF Imagewear - 619

Your shop isn’t generic and your service isn’t run of the mill, so make sure your uniforms follow suit. Image is important for any business and the Mopar licensed dealership apparel by Red Kap is sure to reflect your dealership’s commitment to superior service. Red Kap is the exclusive uniform provider to nearly every major car manufacturer, outfitting more than 16 million hard workers and counting. Switch your personnel’s workwear to Red Kap and let a cohesive, shop-wide look make all the difference. Red Kap uniforms – where heritage, craftsmanship and passion collide. www.redkap.com

Virtual Guard, Inc. - 811

Virtual Guard is a security company with over 15 years experience in designing, installing and video monitoring security systems customized primarily for multi-site dealership facilities. The company is proficient in protecting high value new and used vehicle inventory on public display and in interior spaces, including parts and equipment. Virtual Guard developed and perfected a proprietary software that activates upon detection of a perimeter intrusion, a technology that relies on the same video surveillance equipment currently used by the Department of Defense and the Department of Homeland Security. www.VirtualGuard.com

VOXX Automotive - 115

Providing seamless integrated fullspectrum resources and quality management infrastructure of VOXXAutomotive at your disposal is our ability to create and personalize OE products and programs of unprecedented freedom and flexibility. Meaning, the luxury automotive OEM can expect highly specialized audio and entertainment support at every key point of provision-from the production line, to the ports and mod centers, straight through to the dealership site. One company. One resource. Unlimited solutions. www.voxxintl.com/

Waste Management - 112

Waste Management is the leading provider of comprehensive waste management services in North America, providing services that range from collection and disposal to recycling and renewable energy generation. www.wm.com

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wiADVISOR - 502

FCA wiADVISOR is a tabletbased solution that engages with customers at their vehicle, and provides an enhanced customer experience on the drive. It creates verified processes and streamlines consistent messages to our FCA customers. All customers receive the same transparent treatment no matter what wiADVISOR dealer they visit, which earns the customer’s trust. www.wiadvisor.com

Xcite Advertising - 634

Xcite is the industry’s fastest-growing field-merchandising service provider offering trained photographers, creative data scientists and developers, innovative point-of-presence merchandising capabilities, and solutions consulting nationwide, including exclusive field service agreements with AutoNation and the Ken Garff Automotive Group. Our on-the-lot experts produce vehicles’ digital and physical merchandising assets (including inventory/VDP feeds, videos and 360-spins), custom-printed window stickers and decals, and other on-the-lot services to help dealers get their new and used cars retailready ASAP. www.XciteAdvertising.com

Yokohama Tire Corp - 837

Yokohama Tire Corporation, a full line tire supplier, started in 1917, and US operations started in 1969. We supply FCA with passenger and light truck products on the MOPAR TireWorks program. www.yokohamatire.com

AD INDEX 2020 Mopar Service & Parts Conference....35, 37, 73, 89 Alloy Gator USA............................................................63 American Tire Distributors............................................19 Autobody News...............................................................7 Automotive Warranty Network, Inc......................... 90-94 Capital Tire....................................................................22 CarPeople Marketing.....................................................95 Continental Tire.............................................................21 DealerPro Training........................................................51 Dominion Dealer Solutions.............................................5 FCA DrivePlus Mastercard......................................11, 96 FCA Performance Institute.......................................39,41 FCA Shell (Pennzoil)......................................................61 FCA wiAdvisor.................................................................9 Flick Fusion Video Marketing............................ 25, 48-49 K-9 Companions...........................................................77 Max Finkelstein, Inc......................................................57 Mopar Express Lane.....................................................17 Snap On Mopar Service Equipment..............................23 Snap On Total Shop Solutions......................................47 Nitto Tires.....................................................................75 Results HQ, LLC........................................................2, 59 Text2drive...............................................................13, 43 TireHub.........................................................................55

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2018 Service & Parts Business Conference

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2020 Mopar Service & Parts Business Conference Orlando, FL â&#x20AC;¢ October 14-16, 2020

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LARGEST WARRANTY CLAIMS MANAGEMENT COMPANY Processing over $50 million monthly in all manufacturers’ warranties for over 650 dealers across North America.

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2018 Service & Parts Business Conference

STAY ON TOP OF YOUR WARRANTY CLAIMS We pre-audit each claim to make sure it’s accurately booked. At your request we can monitor your OEM’s trend report to keep your numbers in line.

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Track the whole process with our C.A.R.S. system!

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INTERACTIVE ONLINE WARRANTY TRAINING Keep your techs & advisors updated with the warranty process from start to finish. Every course is designed with real world situations.

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2018 Service & Parts Business Conference

DOES YOUR SERVICE DEPARTMENT NEED HELP? Get some help with our onsite training. We will work with each role regarding the manufacturers’ requirements for warranty.

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Feel secure in your knowledge of the warranty process!

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ARE YOU VULNERABLE IN AN AUDIT? Our regular mini audits can show you where you may be vulnerable to help you stay on top of your team in the warranty process.

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Friendly audits for the proactive dealership!

2018 Service & Parts Business Conference

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