APRIL 2017
www.FIADA.com
Information and Insight for Florida Used Car Dealers
Survival of the fittest is now about who can master the ins and outs of online marketing and automation. Are you prepared for the future of auto sales in the digital age?
FULTON, MO PERMIT NO. 38
PA I D PRST STD U.S. POSTAGE
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Dealer Independent
MAILING ADDRESS 1840 Fiddler Court Tallahassee, FL 32308 TELEPHONE (850) 385-2712 (800) 237-0448 FAX (850) 385-3251 WEBSITE www.FIADA.com EXECUTIVE COMMITTEE Lisa Compagno President Scott Lanier, CMD Senior Vice President Jim Winterick, Sr. Chairman of the Board
Contents April 2017
For members of the Florida Independent Automobile Dealers Association
C O L U M N S & F E AT U R E S 4
President’s Message Lisa Compagno
6
Executive Director’s Message Lisette Mariner, CAE
8
Top 10 Things to Know Take advantage of these digital resources that will help you navigate the brave new digital world.
10
Back to Basics FIADA Dealer Training School Instructor Terry Myers takes a look at the redesigned Department of Revenue Website
Terry Myers Educational Instructor
12
Membership News
Jason Berthiaume Education and Events Manager
14
The 5 Auto Shopping Moments Every Dealer Must Own As customers move from physically shopping for cars in dealerships to digitally searching and shopping online, dealers need to claim that space with video, mobile applications and online presence.
22
FTC Approves Final Orders Over Advertising of Recalled Vehicles The Federal Trade Commission has published its final orders in their complaint against CarMax, Asbury and West-Herr regarding false advertising of safety and inspection claims.
24
Key Strategies for Customer Retention We all know it is easier to keep a customer then find a new one. Digital marketing experts Outsell explain how using trends and analytics can improve your retention relationship.
28
A Look at Current Legal Issues Attorneys Tom Hudson and Nicole Munro recap recent federal and legal developments of interest to dealers.
30
Industry News
Christopher Leedom Secretary Brad Joel Treasurer Frank Fuzy Regional Vice President George Hickey Regional Vice President Steve Marbais, CMD Regional Vice President Dino Mercurio Regional Vice President Brandi Noegel Regional Vice President FIADA STAFF Lisette Mariner, CAE Executive Director
Amelia Tillman Membership Director Christy Taylor Editorial/Advertising
POSTMASTER:
Send address changes to
FIADA • 1840 Fiddler Court Tallahassee, FL 32308 (850) 385-2712 • Call/Text: (800) 237-0448 Fax (850) 385-3251 • www.FIADA.com The Independent Dealer is a publication of: Florida Independent Automobile Dealers Association, 1840 Fiddler Court, Tallahassee, FL 32308 The magazine is published every month in Tallahassee and distributed to Florida new, used, wholesale and lease/retail car dealers. Advertising rates are available upon request. The statements and opinions expressed herein are those of the individual authors and do not necessarily represent the views of Independent Dealer or the Association. Likewise, the appearance of advertisers, or their identification as members of FIADA, does not constitute an endorsement of the products or services featured.
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April 2017 — Independent Dealer — 3
FROM THE PRESIDENT
How the FIADA/NIADA Partnership Helps You BY LISA COMPAGNO, FIADA PRESIDENT
P
op quiz! When you join the FIADA you also become a member of what other association? If you answered the National Independent Automobile Dealers Association (NIADA) then you get an “A.” That’s right, your membership in our state association entitles you to membership in our national association. What does that mean? How does that benefit you? For starters, it means you have access to over 16,000 auto dealers across the country to network with and over 30 other state associations to help with your business. Have an issue with a vehicle in Texas? Maybe one of the NIADA members in Texas can help; or maybe the Texas Independent Auto Dealers Association can help. Your membership in the FIADA gives you access to this national network. Second, the NIADA is our voice in Washington D.C. The NIADA monitors the thousands of bills that are filed each year in Congress to ensure that none of them will adversely affect our industry. Conversely, the NIADA proactively identifies issues that are important to our industry and works to get bills filed that will have a positive impact on our industry. One of these bills is the Financial CHOICE Act which seeks to reform the Consumer Financial Protection Bureau (CFPB). The NIADA is currently working with several federal legislators to reintroduce this bill for consideration. It hopes to see some movement on this issue in August. The NIADA’s advocacy on behalf of independent auto dealers also extends to developing relationships with other industry associations, government agencies and large industry vendors. The NIADA has fostered relationships with the National Auto Dealers Association (NADA) which is the association for the franchise guys; the Federal Trade Commission; the Republican Attorney General’s Association; the House Financial Services and Senate Banking Committee and a very long list of others. The NIADA also offers programs tailored specifically for independent dealers. Probably the most popular of these
4 — Independent Dealer — April 2017
is its Dealer 20 Groups. Per the 20 Groups website (www. twentygroups.com): “A Dealer Twenty Group is an association of 12 to 20 automotive dealers with similar business models and similar-size operations. Members meet at various locations, decided on by the group, to share best practices, their successes and failures, ideas to improve operations, and most importantly, their financial (composite) data. Each Twenty Group meets three times per year at approximately four-month intervals.” There are 230 dealers currently participating in Dealer 20 Groups. There are five different types of groups to accommodate a variety of business models, including Buy Here, Pay Here; Lease Here, Pay Here; and Retail. It costs $330 per month to join a Dealer 20 Group (plus whatever travel expenses you will have to attend the in-person meetings). I highly encourage you to learn more about this program and how it might benefit your business. The other program NIADA has been developing for several years is its Certified Pre-Owned Program (“CPO”). Now, certainly, NIADA is not the only CPO program out there. But, one of the big differences NIADA offers is that its CPO program is backed by Warrantech, which is one of the top third-party administrators for manufacturer CPO programs. A vehicle certified under the NIADA program goes through the same vigorous process as one certified by a new car dealer. That is a strong selling tool for your customers. Learn more about this program at www.niadacertified.com/dealers/. As always, we welcome your input, feedback and participation. What else can we do for you on a state level and a national level? Lisa Compagno FIADA President www.fiada.com
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EXECUTIVE DIREC TOR’S MESSAGE
Things Change BY LISET TE MARINER, CAE, EXECUTIVE DIRECTOR
C
hange is constant. Fortunately, society can now easily accommodate those changes through the many electronic avenues that are easily accessed. You no longer have to take the time to fill out a paper form or drive to the post office for postage. Even the FIADA website and your FIADA Member profile can be easily accessed from your computer or smartphone. FIADA needs to have current and up-to-date contact information so we can continue to communicate with you about upcoming events, critical issues that impact your business, send your monthly Independent Dealer magazine or sometimes just give you a courtesy call. It’s easy and quick to update your FIADA member profile.
• • • • •
Visit www.fiada.com and sign into your FIADA account. If you don’t remember your FIADA log-in, take a minute to contact the FIADA office at (800) 237-0448. You can also text your request!! We’re happy to help. After you log-in, you will see a blue rectangular box in the upper right corner, “My Profile”. In this box, click on “Manage Profile”. The next screen will be your “Manage Profile” screen. Under the section, “Information & Settings” look for “Edit Bio” and click on this option. The next screen “Edit My Profile” will give you all the important contact information fields. Please look over the information in your profile (email address; organization; address; phone; fax; and county). Also indicate the “Dealer Type” (Retail/Wholesale/BHPH). Be sure to SAVE your changes! Click the “Save Changes” button at the bottom of the screen.
Don’t forget about your contact information at the DMV! Now that you’ve updated your FIADA profile information, call your regional DMV office and update your contact information with them as well. What email address is on file with the DMV? That’s how they communicate now! No more paper. Make sure that the email address on file is current and not from a former employee or an address that you deactivated last month. Communication is key for a successful business. It’s up to you to ensure that your contact information is up-to-date. FIADA has provided many lines of communication to assist you. Call or text us (800) 237-0448; email us at info@fiada.com; fax us at (850)-385-3251 or; drop us a line to 1840 Fiddler Court, Tallahassee, FL, 32308. 6 — Independent Dealer — April 2017
Step 1: Sign in to your account
Step 2: Click on Manage Profile
Step 3: Click Edit Bio
Step 4: Review your profile information and save www.fiada.com
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1
1 2 3 4 5
Things to Know
TOP
DIGITAL RESOURCES There are hundreds, if not thousands, of digital marketing and business resources out there. But which do you need in order to move from merely surviving to thriving in the digital arena? The amount of information out there is immense, but to help you get the technology news you need, here are the top 10 digital marketing resources compiled by Cox Media Group that every business owner should know about. If you have a suggestion for a topic, for the Top 10, send it to us at info@fiada.com.
GOOGLE TRENDS
Google Trends shows you a multidimensional view of search queries and how they are changing over time and in certain locations. This means that you can see how people are searching for your brand and when those searches spike. Google Trends also allows you to see the most popular searches at any given time.
eMARKETER
At its core, eMarketer compiles data from thousands of sources and hundreds of interviews with experts. It then filters this data to provide you with verified information. By analyzing trends, it helps you answer three questions: How do consumers spend their time? How do consumers spend their money? What are marketers doing to reach them?
MASHABLE
Mashable is one of the largest independent news sources for digital culture, social media and technology. You can get Mashable news stories directly on your social media sites, which makes getting the latest in technology news easy and efficient.
CNET
CNET tracks the latest in technology innovation. It explains what technology matters so that you're informed enough to choose what your business really needs.
SEARCH ENGINE LAND
Search Engine Land is the go-to place for news and information about search engine marketing and all things search related. The site provides tips and tricks to help your search engine optimization (SEO) strategy. By presenting information and analysis in an easy-to-understand format, this site can help you understand how to position your brand online and make informed strategic decisions.
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6 7 8 9 10 AD AGE
Ad Age offers a library that includes detailed industry reports about various marketing topics as well as white papers on the state of the digital industry so you're armed with the most current and accurate information available on leading industry topics.
TECHCRUNCH
TechCrunch focuses on providing information technology news, blogs and videos. TechCrunch TV features daily interviews and weekly feature shows, and the MobileCrunch blog is dedicated to mobile technology news.
SOCIAL MEDIA EXAMINER
With new social media sites popping up everywhere, knowing the places your target customer frequents is imperative to your digital marketing strategy. Social Media Examiner provides articles about social media marketing, as well as a blog on how to use social media to your advantage, connect with customers, drive traffic and increase sales.
MARKETING SHERPA
This research and media company can show you the strategies implemented by successful marketers. It also provides free excerpts from its benchmark and other reports. Twice a month, it streams webinars about various topics such as email marketing, social marketing, and optimization.
INTERACTIVE ADVERTISING BUREAU (IAB)
IAB provides educational opportunities about interactive marketing in a professional development program that provides knowledge, skills and expertise through training seminars and webinars. Its webinars about digital advertising are open to everyone, so you can get informed even without being a member.
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BACK TO BASICS
A New Look for the DOR Website BY TERRY MYERS
W
ow! Have you visited the Florida Department of Revenue’s website lately? It is much cleaner and user friendly. Go to www.FloridaRevenue.com and look around. When you have questions, you need answers. For experienced dealers and newbies to the industry, there is a button under Information for Businesses and Employers. And pretty much any question you need an answer to you will find it there. There is also a Q&A link where many questions you have not yet thought of are already there.
The time to get the answer is BEFORE you have an audit. Advice is free. Forgiveness costs a fortune.
If you don’t find the question with the answer you need, you can also customize your question and received a written answer.
If you add employees to your dealership, you must report that to the Department as well as the Internal Revenue Service. Review with your Accountant, CPA
or Tax Attorney. The DOR wants you to get it right. Do yourself a favor. Go spend 30 minutes right now. Register for the updates. Take advantage of the TUTORIALS training area. In an audit, it is not what we say that counts. It is what we can prove that counts.
Articles are the opinion of the author and are not intended to be legal or accounting advice. The intent is to share thoughts and concepts that help the business owner(s) find new and perhaps revisit, ways to be as successful as they are capable of being. Terry can be reached at (727) 804-7375. Email: tmyers@ floridaautodealerschool.com. Feedback is appreciated and encouraged. Terry LB Myers, author, lecturer, FIADA instructor, FADS owner/instructor.
DOR TIP UPDATE: MOTOR VEHICLES SOLD IN FLORIDA TO RESIDENTS OF ANOTHER STATE Florida law allows a partial sales and use tax exemption for a motor vehicle purchased by a resident of another state. The tax imposed is the amount of state sales tax that would be imposed by the purchaser’s home state if the vehicle were purchased in that state; however, the tax imposed must not exceed the Florida 6% tax rate. The 10 — Independent Dealer — April 2017
tax collected must be remitted to the Florida Department of Revenue as it is a Florida tax. The nonresident purchaser is required to complete Form DR-123, Affidavit for Partial Exemption of Motor Vehicle Sold for Licensing in Another State, declaring the intent to license the
vehicle in his or her home state within 45 days of the date of purchase. The completed Form DR-123 is provided to the selling dealer or, if purchased from an individual, to the tax collector or private tag agent when purchasing a temporary tag for the vehicle. If the nonresident purchaser licenses the motor vehicle in his or her home state www.fiada.com
within 45 days from the date of purchase, there is no requirement that the motor vehicle be removed from Florida. The partial exemption for a motor vehicle sold in Florida to a nonresident purchaser does not apply to a nonresident corporation or partnership when: • An officer of the corporation is a Florida resident; or • A stockholder who owns at least 10 percent of the corporation is a Florida resident; or • A partner who has at least a 10 percent ownership in the partnership is a Florida resident. • However, the partial exemption may be allowed for corporations or partnerships if the vehicle is removed from Florida within 45 days after purchase and remains outside Florida for a minimum of 180 days, regardless of the residency of the owners or stockholders of the purchasing entity. Arkansas, Mississippi, and West Virginia impose a sales tax on motor vehicles, but do not allow a credit for sales tax paid to Florida. Residents of these states should be informed that when a vehicle is purchased in Florida, sales tax must be paid to Florida at the rate imposed by their home state and sales tax must also be paid to their home state when the vehicle is licensed there. Delaware imposes a fee on the purchase price of motor vehicles, Georgia imposes a title ad valorem tax fee on motor vehicles, and Maryland and Oklahoma impose a motor vehicle excise tax; however, these states do not allow a credit for sales tax paid to Florida. Residents of these states should be informed that when a vehicle is purchased in Florida, sales tax must be paid to Florida and the fee or tax imposed in their home state must also be paid when the vehicle is licensed there. For forms and other information, visit www.floridarevenue.com or call Taxpayer Services at 800-352-3671. Sign up for tax publications at www.floridarevenue.com/ dor/list. www.fiada.com
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MEMBERSHIP NEWS
New Members
MARCH 2017
12 VOLT OUTFITTERS OF S. FLORIDA INC North Miami, FL Matthew Sierra Sponsor: www.FIADA.com
GRANT CAR CONCEPTS INC Orlando, FL Eduard Grant Sponsor: Amelia Tillman
ACCURATE AUTOMOTIVE OF JACKSONVILLE Jacksonville, FL Tony Bethencourt Sponsor: FIADA
IBERIA TRADING GROUP INC Orlando, FL Eve Heinoja Sponsor: Amelia Tillman
BETTER CARS AND TRUCKS Port Saint Lucie, FL Michael Kenney Sponsor: Lisa Compagno
MARIO MENDEZ Middleburg, FL Sponsor: Terry Myers
BONITA AUTO SALES INC. Bonita Springs, FL Larry Maybin Sponsor: Independent Dealer BRET'S BIKES High Springs, FL Bret Harder Sponsor: John Cousins/Dealers Auto Auction CARSHARDS AUTO GROUP LLC Ocoee, FL Quinton Blocker Sponsor: Kevin Scott CURATED INVESTMENTS Miami, FL Laura Mendez Sponsor: FIADA EPS INSURANCE GROUP INC Winter Garden, FL Troy Pritchard Sponsor: Terry Myers FLORIDA WRECKER SALES Tampa, FL Debi Cherry Sponsor: FIADA GOLD MEDAL AUTO SALES Altamonte Springs, FL Anthony T Alti Sponsor: Jason Berthiaume
MIAMI GIRLS AUTO SALES LLC North Miami, FL Roccio Gonzalez Sponsor: Terry Myers MJ ROSS & ASSOCIATES Melbourne, FL Joe Ross Sponsor: Terry Myers SKY LIMITS AUTO INC Cocoa, FL Antwon Trice Sponsor: Antwon Trice SYNERGY AUTO DEALS Davie, FL Steeve Virgile Sponsor: FIADA TAKE A CAR AUTO SALE Miami, FL Mirleyn Garcia Sponsor: FIADA TEAM AUTO US Hollywood, FL Edward Reznik Sponsor: www.FIADA.com PATRICIA WALKER Jacksonville, FL Sponsor: Terry Myers ZEUS EURO GROUP INC Davie, FL Paschalis Drakidis Sponsor: FIADA
Rejoining Members
MARCH 2017
AFFORDABLE MOTOR CARS Stuart, FL Andrew Cromwell Sponsor: Amelia Tillman
NATIONAL TRUCK CENTER Hialeah, FL Benito Vera Sponsor: Amelia Tillman
ALLEN'S FRIENDLY AUTO SALES INC. Sanford, FL Joyce Pyle Sponsor: Amelia Tillman/rejoin mailing
PLATINUM MOTORS Odessa, FL Susan Fairbanks Oakmeadow Farm LLC dbaPlatinum Motors Sponsor: FIADA
CASSAT AUTO SALES Jacksonville, FL Robert Muisenga Sponsor: Amelia Tillman
YARIS LLC Orlando, FL Mohammad Ashraf Sponsor: FIADA
12 — Independent Dealer — April 2017
Renewing Members 40+ Year Members 3445 Car Store, Inc. 30+ Year Members Hawley Motor Sales, Inc. Panama Motor Sales Inc. Ray's Motor Sales, Inc. 20+ Year Members Fleet Street Remarketing GWC Warranty Corporation J.D. Sanders, Inc. Roney Auto Sales Taylor Morgan, Inc. dba Network Auto Sales The Truck Center, Inc. 10+ Year Members Auto Mobility Sales dba Mobility Works Bargain Auto Sales of Lakeland, Inc. Beach Boulevard Automotive Butler Auto Recycling Dewitt Motors Ed Tillman Auto Sales Handicapped Driver Services - FL, LLC Insurance Auto Auction Vaughn Motorgroup Under 10 Year Members Ace Motors Inc Advantage Leasing Inc. ASC Warranty, Inc. B&A Auto Sales of Central Florida Bud Lawrence Used Cars C & D Auto Exchange Charles A Krblich, PA, CPAs Diamond Warranty Corp. Discovery Auto Center LLC E-Z Pay Cars LLC Ebenzz Motors Elite Autos Gen-X Motors Good Rides, Inc. Jimmie's Auto Sales Kicklighter Auto Sales LLC LB Auto Trading Mcphails Auto Sales Mission Auto Sales Mobility Freedom, Inc. Modern Corp Auto Sales Orange Auto Tag Agency Orange Sports Center, Inc. PFS Financial Services of Florida Ride-Away, Inc. Routh's Equipco dba Gravely of Bradenton Seth Lee Corp Sharp Deal Automobiles Corp. Somerset Automotive Sales Sport Classic Motorcars, LLC Tampa Hybrids Inc. The Connection Motors, Inc. The Wholesale Club, Inc dba Target Auto Brokers Vac-Con, Inc. VIP Auto Enterprise Inc.
MARCH 2017 Saint Petersburg, FL Sarasota, FL Jacksonville, FL Lake Wales, FL Largo, FL Wilkes Barre, PA Alachua, FL Plant City, FL Jacksonville, FL Ft Walton Beach, FL Richfield, OH Lakeland, FL Jacksonville, FL Pensacola, FL Sarasota, FL Jacksonville, FL Jacksonville, FL Orlando, FL Jacksonville, FL Saint Petersburg, FL Dade City, FL Mountain Home, AR Winter Garden, FL Deland, FL Cape Coral, FL Fort Lauderdale, FL Wilkes Barre, PA Tampa, FL Stuart, FL Jupiter, FL Port Orange, FL Merritt Island, FL Stuart, FL Madison, FL Jacksonville, FL Orlando, FL Sebring, FL Miami, FL Richfield, OH Fort Myers, FL Orlando, FL Orlando, FL Tampa, FL Londonderry, NH Bradenton, FL Tavares, FL Hialeah, FL Fort Myers, FL Ormond Beach, FL Lutz, FL Hialeah, FL Sarasota, FL Green Cove Springs, FL Orlando, FL
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D I G I TA L T R E N D S
The 5 Auto Shopping Moments Every Dealer Must Own BY DAVID MOGENSEN
The art of the car deal used to take place inside the dealership, but today it is happening online. Is your dealership prepared to handle the growing customer trend of digitally selecting, shopping, comparing and choosing their next vehicle?
S
ome of my fondest memories as a child were spent with my Dad, shopping for a new car. Going from dealership to dealership, climbing in and out of the vehicular jungle gyms perfectly arranged on the showroom floors. When I went to work in the auto industry a decade later, I learned that these weren't just my wonder years. They were the golden age for the auto industry, too. They represent a time when people were loyal to brands and got their answers at the source — a local dealership. My, how things have changed. Far from the daylong adventures of my youth, the average car purchaser today makes just two visits to dealerships. Sparked by digital, and ignited by mobile, those indelible moments with my dad have been replaced by countless micro-moments — times 14 — Independent Dealer — April 2017
when car shoppers turn to digital to help select the perfect vehicle for their needs. In these moments before they take a single step onto your light, car shoppers are making decisions and forming opinions by doing their own research online. It’s essential that you be there and be useful in these moments, if you want to be one of the two visits to dealerships they make when ready to buy. Here are the five digital moments that matter most:
Which Car is Best Moments
Six out of ten car shoppers enter the market unsure which car to buy. To help narrow their choices, many start by consulting someone they trust. This can come in the form of reaching out to that one friend we all have who is bizarrely obsessed with cars (a hat I proudly wear), by reading blogs or forums, or by searching for review
sites like Edmunds, KBB, and Car and Driver. No matter the source, data shows these early research moments are increasingly influenced by video. In fact, of people who used YouTube while buying a car, 69% were influenced by it — more than TV, newspapers or magazines. We’ve seen a huge increase in searches for car reviews on YouTube — everything from in-depth expert reviews from YouTube creators to more traditional industry reviewers that compare two models head-to-head in the same video.
Is it Right for Me Moments
At some point, a shopper needs a reality check: will this car fit my needs and my life? Information about practical considerations, like seating accommodations and the number of Continued on Page 16. www.fiada.com
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THE 5 AUTO SHOPPING MOMENTS continued from Page 14.
airbags, are the hallmark of this stage. Historically, fuel efficiency has been a key factor at this stage, but as gas prices drop, interest in fuel efficiency has followed suit, decreasing since 2011. One of the areas we’re seeing increased interest is hauling capacity. Trunk space and towing capacity search interest, for example, is up 15% and 30% respectively. And perhaps as a result of those gas savings, people are also looking to treat themselves a bit more. We’ve seen interest for luxury options on the rise. Search interest for features like panoramic sunroof and backup camera is up 31% and 23% respectively. Video usage ranks highly at this stage. Three of the top types of video content auto shoppers search for: vehicle test drives, highlights of features and options, and walkthroughs of the interior or exterior of the vehicle. Time spent watching these kinds of auto videos is continues to rise quickly. On mobile, sometimes a still image best meets the needs of the moment. We found photos help people explore interior and exterior options and features. Search interest for “pictures of [automotive brand]” are up 37 percent. Perhaps sparked by what people see out on the road or in parking lots, 80% of these searches are happening on mobile. It’s also at this stage where manufacturer websites fill a crucial role, helping shoppers understand various packages, equipment options, and helping them build ‘their own’ vehicles with configurators.
Can I Afford It Moments
Once consumers can imagine owning a particular vehicle, they need to know if they can afford it. And again, people are grabbing their smartphones to find a fast answer. Search interest for MSRP and list 16 — Independent Dealer — April 2017
prices are at their highest levels driven in large part by mobile, which accounts for 70% of these searches. For many shoppers, the value of their current car is just as important as the price of the new one. Search interest in trade-in value has been at record
still the way to go — with search interest in dealer phone numbers up over 78% (the majority of which, not surprisingly, happen on mobile). Finally, shoppers look at “which.” Which dealership is going to deliver
1 IN 3 shoppers that used their mobile devices as part of the purchase process located or called a dealer from their mobile device. levels. In fact, we are seeing more trade-in interest over the past few years than we saw during the Cash for Clunkers major push in 2009. As of August 2015, more than 50% of these searches were on mobile. Seasonality also plays an important role. Every February, for instance, we see a spike in search interest for cars “for sale under [given amount],” possibly due to people anticipating a big tax return.
Where Should I Buy It Moments Even as the majority of the car shopping process moves online, the visit to the nearby car dealership remains a crucial step in the journey. In fact, search interest for “car dealerships near me” continue to rise. And of those that used their mobile devices as part of the purchase process, one in three located or called a dealer on their mobile device. Beyond the “where,” shoppers also look for the “when” and “what.” Search interest for “are dealers open Sunday,” for example, are popular, particularly on mobile phones (making up 84% of those searches). Search interest for inventory, to find if the right car is in stock, are growing more than four times faster than overall auto search interest. And while websites and apps can often answer those questions, sometimes a good old fashioned phone call is
the best experience. Just as more car shopping happens on weekends, search for dealership reviews spike on the weekends as well. Whereas dealership review searches happen more on desktop during the week, mobile becomes the preferred method on weekends, making up 56% of searches.
Am I Getting A Deal Moments
OK. The deal just got real. The shoppers are on the lot. And they know what they want. But they need to know they’re getting a fair deal. In other words, this stage is all about that game of poker we all play as consumers, sitting across the laminate desk, looking at pictures of the sales person’s kids, asking ourselves “could someone with kids that adorable NOT be giving me the best possible price?” Where questions like those used to be a matter of going with our gut, today they are about going with our phone. Today, half of all car shoppers with mobile devices use their smartphones while at the dealership. The top action people perform with their phones while on the lot, not surprisingly, is confirming that they are getting a good price on a vehicle. Searches for Kelley Blue Book and competing dealers occur more often when at the dealership. Continued on Page 18. www.fiada.com
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April 2017 — Independent Dealer — 17
THE 5 AUTO SHOPPING MOMENTS continued from Page 16.
Master These Digital Moments Changing the Auto Industry This is a time of increasing opportunity to connect with auto shoppers. They’re researching more and adding more and more vehicles to their consideration lists. The first brand searched is the same brand purchased only 22% of the time. But, more often than not, your chance to win over a shopper isn’t just happening in person, it’s happening online — often on a smartphone. Here are three things to keep in mind to make sure it’s your brand and dealership they choose when they’re ready to buy. BE THERE: With the majority of the
car shopping process moving online, it’s crucial that you be there when and where people are looking. Try going through each of the above steps yourself, as though you were in the market for a new car. Are you there at each step? Increasingly, that means being there when people are on the go. One in four shoppers turn to mobile EVERY DAY to research vehicles. BE USEFUL: Beyond being there, consider how you can best meet people’s needs at each step. If you work at a dealership, help make it easy for customers to do the things they do most, like value their tradein, search for prices and inventory, or find your store. And don’t forget to
make it all as easy on mobile as it is on desktop. BE QUICK: Mobile phones have made us all impatient. We expect to find anything we need at the tips of our fingers. As a result, marketing cars is a bit like playing Jeopardy. It’s not just about who has the right answer. It’s also about who answers it the quickest. And the stakes for getting it wrong are high. If you aren’t there with the right answer, the moment shoppers are looking, chances are someone else will be. David Mogensen is the Head of YouTube Ads Product Marketing and a frequent contributor on the Think With Google blog at www. thinkwithgoogle.com.
FIADA's app has been revamped and is ready to go. Download it now at your mobile app store. With the new app, you'll have all your FIADA benefits right in your back pocket:
upcoming events The entire Association calendar is synced with the app and you can register to attend with a simple tap.
coupons Access your FIADA Member Coupons from the auction lane if you want. No paper needed! The app keeps track of coupons that have been redeemed.
social Connect with FIADA via Facebook, twitter or YouTube and get updates of social interaction.
additional features Get mobile-ready features of www.FIADA.com from our new app, including photos, videos and other resources. 18 — Independent Dealer — April 2017
SINCE 1940
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The deadline is approaching to renew your dealer bond! One of the largest writers of independent auto dealer bonds has announced they are exiting the Florida marketplace. If you were affected by this decision, it may be time to shop! Sign up with Dealers Insurance and get your bonds in as little as 24 hours.
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April 2017 — Independent Dealer — 19
CONTINUING EDUCATION TRADE SHOW AWARDS BANQUET
Find out more at www.FIADA.com 20 — Independent Dealer — April 2017
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TOWN HALL Join us for a day of learning and networking where you will have the opportunity to ask industry experts important questions as well as get up-to-date on the latest legal issues facing auto dealers.
FRIDAY
Grand Hyatt Tampa Bay 2900 Bayport Dr Tampa, Florida 33607
10:00 AM - 2:30 PM
Room rate is $139/night. Make a reservation by calling (888) 421-1442. Be sure to mention you are with the FIADA group. The deadline to reserve a room in the FIADA block is Tuesday, June 27, 2017.
july 28, 2017
register online at www.fiada.com/events Town Hall meetings are FREE for all dealers to attend. Attendees enjoy a complimentary lunch made possible by event sponsors Auto Data Direct, Inc. and Wayne Reaves Software.
come for the town hall and stay for the fiada board of directors meeting Here’s your chance to help your industry. Attend the FIADA Board of Directors meeting and offer your input and insight. All members are encouraged to join the conversation on July 29, 2017. Details available at FIADA.com www.fiada.com
April 2017 — Independent Dealer — 21
F T C U P D AT E
FTC Approves Final Orders Over Advertising of Recalled Vehicles Can auto dealers advertise safety and inspection claims on vehicles that are under an open recall? Not according to the FTC. Learn from the mistakes of CarMax, Asbury Automotive Group and West-Herr Automotive Group
F
ollowing a public comment period, the Federal Trade Commission has approved final consent orders with CarMax, Asbury Automotive Group and West-Herr Automotive Group, settling charges that they touted how rigorously they inspect their used cars, yet failed to adequately disclose that some of the cars were subject to unrepaired safety recalls. The final orders prohibit CarMax, Asbury and West-Herr from claiming that their used vehicles are safe, have been repaired for safety issues, or have been subject to a rigorous inspection, unless they are free of open recalls, or the companies clearly and conspicuously disclose that their vehicles may be subject to unrepaired recalls for safety issues and explain how consumers can determine a vehicle’s recall status. The orders also prohibit the companies from misrepresenting material facts about the safety or recall status of the used cars they advertise. In addition, the orders require the companies to inform recent customers, by mail, that vehicles they bought as far back as July 1, 2013, may be subject to open recalls. The Commission vote approving the final orders against CarMax, Asbury 22 — Independent Dealer — April 2017
and West-Herr GM, and letters to commenters was 2-0. The FTC’s complaint against Virginiabased CarMax cited its claims about rigorous used car inspections, including its “125+ Point Inspection” and that its cars undergo, on average, “12 hours of renewing – sandwiched between two meticulous inspections.” The complaint also noted a TV commercial touting a team inspection and reconditioning, which included a message that appeared for three seconds in tiny type at the bottom of the screen stating, “Some CarMax vehicles are subject to open safety recalls.” Despite highlighting their inspections, the FTC alleged that CarMax failed to adequately disclose that some of the cars had open recalls. These recalls included defects that could cause serious injury, including the GM key ignition switch defect, as well as the Takata airbag defect. Similarly, the FTC’s complaint against Georgia-based Asbury Automotive Group, which also does business as Coggin Automotive Group and Crown Automotive Group, alleged that the company made claims such as: “Every Coggin Certified used car or truck has undergone a 150 point bumper-to-bumper inspection by Certified mechanics. We find and fix problems – from bulbs to brakes
– before offering a vehicle for sale.” However, as alleged, the company advertised some certified used vehicles without adequately disclosing that some of the cars were subject to open recalls, including one that could cause fuel to leak and the engine to misfire or stall, and one that could cause a car to move in an unexpected or unintended direction. The FTC’s complaint against WestHerr Automotive Group, the largest auto group in New York, cited claims about vehicles backed by the “West-Herr Guarantee” and touting a “rigorous multi-point inspection with our factory trained technicians.” However, the complaint alleged again that the company failed to properly disclose that some of the vehicles were subject to recalls for defects that could result in serious injury. In a Commission Statement regarding the six auto recall advertising cases, the Commission noted that its orders “will help empower consumers to make more informed and safer purchasing decisions in a market that, absent a change in federal law, continues to include cars subject to open recalls.” Stay up-to-date with FTC news and cases at www.ftc.gov. Sign up for the newsletter, review pending cases and get access blogs and articles.
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SUPPORT THE FIADA PAC Your PAC Contribution helps spread awareness and gain support of issues affecting independent dealers in the state’s capitol. There’s still time to get your contribution in before the session starts if you make it today.
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April 2017 — Independent Dealer — 23
C U S T O M E R R E L AT I O N S
Digital marketing company Outsell explains how new technology that anticipates trends and behavior can help you keep customers happy and coming back for more!
W
hen it costs seven times more to acquire a new customer than to keep an existing one, customer retention is equally if not more important as conquesting new leads. Automotive brands are approaching a potential decline in sales figures in 2017, after many years of above average unit sales. In an increasingly competitive market, the dealers poised to pull ahead are those that know how to retain the customers they have. To combat the many detours where customers are lost, managing engagement across each individual customer lifecycle and maintaining the right media mix leads to successful customer retention. With the right combination of communication 24 — Independent Dealer — April 2017
channels and personalized, dynamic content, dealers can better target customers and prospects at every stage in their lifecycle, keeping the dealership top of mind when those shoppers are ready to purchase again.
collecting the right online and offline behavioral data from your customers is important as well. Knowing how to act on that data intelligently is paramount as a consumer’s behavior changes over time.
Lifecycle Management
Loyalty Programs. The first step toward retention begins the moment a consumer becomes a customer. Eighty-one percent of consumers are more likely to continue doing business with a brand that offers a loyalty program, and 73 percent of loyalty program members are more likely to recommend a brand if they are satisfied with their experience.
According to the Harvard Business School, an increase in customer retention by as little as 5 percent can lead to increased profits of 25 to 95 percent. The key is figuring out what your customers want once the sale has been made - how do you encourage them to service at your dealership and return to you the next time they’re ready to make a purchase? In addition to providing a great customer experience in store,
Getting your customers to engage with your loyalty program regularly Continued on Page 26. www.fiada.com
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April 2017 — Independent Dealer — 25
KEY STRATEGIES FOR CUSTOMER RETENTION continued from Page 24.
keeps your brand top of mind and further encourages them to advocate for your dealership. Keeping in front of customers on an ongoing, individualized basis is critical to ensuring loyalty over time. Reputation Management. How do you know when a customer has had a bad experience with your dealership? Have you asked them? Seek out reviews after a purchase and continue to listen to customers using a reputation management tool that connects with the places car buyers are most likely to leave comments. You can handle negative reviews as soon as they appear and turn that negative experience into a positive one by acknowledging the customer and their complaint. Not only is requesting a review best practice but it also drives customers back to your website and social media sites. They’ll be more likely to purchase or service from you again, and more likely to recommend your dealership to someone else if you continuously engage with them. You can also use satisfaction surveys to listen to the customers who have been with you for a long time. Reviews and survey responses throughout the customer lifecycle helps you more quickly address those who might defect to a competitor and allows you to immediately share positive responses.
Tailoring Personalized Communications
brands don’t personalize their emails, especially when personalized subject lines can increase open rates by up to 22%. First you have to know your customers and prove to them how important they are as individuals. Ask yourself, where in the car buying stages can you bring customers back to purchase again - early ownership, mid, late or is that too late (pun intended)?
Offering first time customers a special offer or bonus can be a great way to generate new business, but don’t forget about repeat customers who have purchased from you three or more times over the years. These are your advocates, and while they might be loyal now, they could just as easily leave for a competitor if they have a bad experience or feel like they’ve been forgotten.
Car shoppers are unique in that some customers come back every year for a vehicle, while others can go years before they’re ready to shop again. Advanced technology, such as a marketing solution that employs machine learning predictive analytics makes finding this point of purchase for each of your customers possible. It allows for dynamic communications, delivering content that is relevant to each customer based on their individual behavior, thereby giving customers an incentive to come back to you.
Milestone communications help to create a positive feedback loop. Reward the behavior you want to see again to encourage that behavior to continue. A reminder for a customer to service, a sincere thank you after an oil change, or a note over Facebook or text message congratulating them on driving off with their new vehicle, can go a long way toward making sure repeat customers remain customers for life.
Machine Learning is a type of artificial intelligence that learns from data and that is not explicitly programmed. Think Amazon, Facebook, Netflix. Machine learning serves up relevant content based on an individual consumer’s behavior. More simply, machine learning is a computer program that can learn relationships between data, subject those learnings to error functions, and then learn from its errors. The program in effect, trains itself.
Listening to your customers is important when gauging satisfaction, but also for tailoring content to further engage them when they’re ready to purchase again.
Dynamic Communications. A regular cadence of communications is integral for customer retention. Special offers and incentives are a great way to “wake” these customers up by encouraging them to click and interact with you.
Your customers expect you to know them. They expect personalization. Which is why it’s alarming that 70% of
Building advocacy is also important to maintaining a solid customer base.
26 — Independent Dealer — April 2017
Retaining customers starts with understanding them so that every communication they receive from you has the information they want, tailored to their interests at any point in their buying lifecycle. When customers feel like they’ve been listened to, they have more incentive to purchase from you again and stay loyal to your dealership over time. Don’t settle for complacency. Include a balanced cadence of communication with your customer outreach through online and offline channels, appealing loyalty programs, advanced technology in your marketing automation to target effectively, and a vigilant eye on reputation management to better engage your customers. Outsell makes dealers’ lives easier by keeping them in front of customers on a consistent, individualized basis, and automating follow up. Find out more about Outsell at outsell.com or email at info@outsell.com
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April 2017 — Independent Dealer — 27
LEGAL ROUND-UP
A Look At Current Legal Issues BY THOMAS B. HUDSON AND NICOLE FRUSH MUNRO, HUDSON COOK, LLC
A monthly collection of selected legislative and regulatory highlights, and a recap of some of the many auto sale and financing lawsuits followed each month. COMPLIANCE TIP Dealers seldom give much thought to their compliance with the Americans With Disabilities Act, and, when they do, they think about things like wheelchair access to their buildings. Now we have picked up reports of complaints and threats of complaints against dealers alleging that the dealerships’ web sites are not accessible by those with disabilities. This has become a “cottage industry” in some areas of the country, with the plaintiffs’ lawyers threatening to file class action lawsuits unless dealers pay up. And your arbitration agreement won’t help here – these plaintiffs probably have not done business with your dealership. Maybe it’s time for another visit to the lawyer. FEDERAL DEVELOPMENTS Report Card Time. In early February, the FTC provided its annual letters to the CFPB summarizing the FTC's enforcement actions, research and policy initiatives, and education efforts in 2016 related to the Equal Credit Opportunity Act and the Fair Debt Collection Practices Act. Alternative Data On February 16, the CFPB announced that it is seeking information about the potential use of "alternative data" and modeling techniques in the credit process. The CFPB is requesting public feedback about the benefits and risks of using unconventional information sources, called "alternative data," to make lending decisions about consumers with no credit history or with history that has gone stale or is insufficient 28 — Independent Dealer — April 2017
to produce a credit score under most scoring models. Specifically, the CFPB is seeking information about: (1) whether using alternative data to create or augment a credit score could increase access to credit by helping lenders better assess consumer creditworthiness; (2) whether the use of alternative data could make credit decisions more complex for both consumers and industry; (3) the impact of the use of alternative data on loan costs for consumers and operating costs for lenders; and (4) implications for consumer privacy and security. Comments on the request are due by May 19, 2017. Trump Stifles Regulations On February 24, President Trump signed an Executive Order requiring every federal agency, except those that receive a waiver, to establish a Regulatory Reform Task Force to evaluate existing regulations and make recommendations to the agency head regarding their repeal, replacement, or modification. The order directs each task force to identify regulations that, among other things, eliminate jobs or inhibit job creation, are outdated, unnecessary, or ineffective, impose costs that exceed benefits, or create a serious inconsistency or otherwise interfere with regulatory reform initiatives and policies. It is unclear if executive orders such as this one apply to independent agencies, particularly the CFPB. Banks and Third Parties – Dealers, Perhaps? On January 24, the OCC
released supplemental procedures for examining national banks and federal savings associations' risk management of third-party relationships. The new examination procedures supplement OCC Bulletin 2013-29, "Third-Party Relationships: Risk Management Guidance," issued in October 2013. CASE OF THE MONTH Car buyers brought a class action suit against several related dealerships, among others, for violating the Truth in Lending Act, Oregon’s Unlawful Trade Practices Act, and Oregon’s financial elder abuse statute, alleging that the defendants failed to comply with the disclosure requirements of TILA and the UTPA. Specifically, the plaintiffs alleged that the defendants obtained payments or “kickbacks” from third parties by negotiating higher interest rates for vehicle financing than the interest rates quoted by the financing entities and that the defendants failed to disclose these alleged payments and kickbacks. The plaintiffs also alleged that the defendants failed to disclose that they received payments from third parties for arranging the sale of “extended service warranty contracts”. The defendants moved to dismiss. The federal trial court first denied the defendants’ motion to dismiss certain TILA and UTPA claims as untimely. Next, with respect to the UTPA claims, the defendants argued that the plaintiffs could not show they suffered ascertainable loss as a result of the defendants’ alleged misrepresentations www.fiada.com
or concealments or that the loss was caused by the alleged unlawful trade practice. The plaintiffs alleged that their ascertainable loss equaled the amount that the defendants received as “kickbacks” or retained as profit with respect to the vehicle financing and service contracts.
would have declined to purchase the vehicles or the service contracts or would have obtained more favorable financing.
The court concluded that the plaintiffs’ allegations did not support causation under the UTPA; they failed to explain how the defendants’ conduct caused them to suffer losses in an amount equal to the payments or kickbacks the defendants allegedly received. The plaintiffs did not allege how the vehicle transactions would have been different if the defendants had disclosed the alleged payments or kickbacks – for example, that they
The court provided the plaintiffs an opportunity to amend their complaint to clarify their losses and how those losses were caused by the defendants’ conduct. Because the court found that the TILA claim was timely and that the plaintiffs could, depending on the proposed amendments, sufficiently allege a UTPA claim, the court denied the motion to dismiss the elder abuse claim. Mendoza v. Lithia Motors, Inc., 2017 U.S. Dist. LEXIS 4716 (D. Or. January 11, 2017)
Tom (thudson@hudco.com) and Nikki (nmunro@hudco.com) are partners in the law firm of Hudson Cook, LLP. For information, visit www.counselorlibrary.com. Copyright CounselorLibrary.com 2017, all rights reserved. Single publication rights only, to the Association. (2/16). HC# 4848-8454-3277.
It’s time to change your approach to F&I compliance
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April 2017 — Independent Dealer — 29
INDUSTRY NEWS Important Reminder: Renewals Must be Filed By April 30 Did you receive an electronic reminder about renewing your dealer's license? For dealer's whose license period will expire April 30, 2017, it is imperative to take the steps to renew your license prior to the end of this month. To ensure that your license stays active, your renewal application, all required documentation and fees must be immediately submitted to the Regional Office responsible for your dealership. The following documents must be submitted to your local regional office to renew your license for the primary location: • •
• •
•
•
Completed license renewal application form HSMV 86720. $75 annual renewal fee for the primary location. If the completed application, all required documents, and fee are not received for the primary location by April 30th, a $100 delinquent fee is due for a total renewal fee of $175. Checks must be made payable to DHSMV. $150 biennial license renewal fee if you are opting for a biennial (two years) renewal. Checks must be made payable to DHSMV. An original surety bond, original irrevocable letter of credit, or original continuation certificate in the amount of $25,000 for motor vehicle dealers, auction dealers and independent dealers. The Dealership's Principal must sign the surety bond and Irrevocable Letter of Credit. Copy of proof of Garage Liability insurance which must include at a minimum, $25,000 combined single limit liability coverage including bodily injury and property damage protection and $10,000 personal injury protection or a general liability policy coupled with a business automobile policy which must include at a minimum, $25,000 combined singlelimit liability coverage including bodily injury and property damage protection and $10,000 personal injury protection. Signature of the insurance agent is required on all insurance policies. (Please note: Salvage Dealers are exempt from Garage Liability Insurance) Dealer License Continuing Education course
certificate of completion or a pre-licensing Dealer Training Seminar for independent dealers only. • Copy of certification from the Division of Corporations showing current registration of the business and fictitious name(s) (on-line access at www. sunbiz.org). A renewal filed with the Department within 45 days after the expiration date shall be accompanied by a delinquent fee of $100 for a total renewal fee of $175. Delinquent renewal applications will only be accepted through June 14, 2017. Thereafter, you will have to apply for a new dealer license with an original application form and required fees. NOTE: If you allow your license to expire, you must cease operations on May 1, 2017 and will not be able to engage in motor vehicle sales transactions until the renewal process has been completed. If you have no intention of renewing your dealer license, please surrender your license for cancellation to the Regional Office responsible for your dealership. Any update to your corporation name, address or officers should be submitted using form HSMV 86056, application for a License as a Motor Vehicle, Mobile Home, or Recreational Vehicle Dealer . All other modifications to your dealer license should be submitted using form HSMV 86072,"Modification to Dealer License for Licensed Motor Vehicle, Mobile Home, or Recreational Vehicle Dealers." Please submit this form to your Division of Motorist Services, Regional Office with your renewal application. For future reference any change in corporate information should be submitted to your local Division of Motorist Services, Regional Office at the time the change occurs. As you are aware, the Department has moved to electronic communication of important notices, renewals and legislative changes to the licensed dealers statewide. Therefore, it is important for you to update your renewal application with a current business e-mail address for your dealership. Please avoid using e-mail addresses of your staff on the application, as notices may not reach your dealership if the staff member no longer works at the dealership. Please immediately advise the Regional Office responsible for your dealership of changes in your business e-mail address.
Do you have an interesting hobby? A secret talent no one knows about?
Send us a photo and tell us about it at info@fiada.com or post it on our Facebook page. 30 — Independent Dealer — April 2017
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2016-2017 FIADA EXECUTIVE COMMITTEE:
LISA COMPAGNO President Palm Tree Auto Sales Stuart, FL (772) 288-2099
JIM WINTERICK, SR. Chairman of the Board Gulfstream Motor Credit Miami, FL (305) 253-2335
STEVE MARBAIS, CMD GEORGE HICKEY Regional Vice President Regional Vice President Bond Auto Sales, Inc. Marbais Enterprises, Inc. Ocoee, FL Tampa, FL 33604 (407) 877-7422 (813) 238-7478
CHRISTOPHER LEEDOM BRAD JOEL Secretary Treasurer AutoMaxx Splish Splash Auto Sales Sarasota, FL Princeton, FL 33032 (941) 309-1111 (305) 258-1191
BRANDI NOEGEL DINO MERCURIO Regional Vice President Regional Vice President Noegel’s Auto Sales Independent Credit, Inc. Starke, FL West Palm Beach, FL (904) 964-6461 (561) 686-8673
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FRANK FUZY Regional Vice President Century Motors of S. Fla., Inc. Pompano Beach, FL 33064 (954) 785-0369
SCOTT LANIER, CMD Senior Vice President Credit Cars Orlando, FL 32808 (407) 295-6211
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April 2017 — Independent Dealer — 31
MANHEIM FLORIDA ALWAYS NEARBY.
Manheim Daytona Beach 1305 Indian Lake Road Daytona Beach, FL 32124 386.255.2500 Sale: Wed 3 PM Total Resource Auction every Wed 2:30 PM Manheim Fort Lauderdale 5353 S State Road 7 Davie, FL 33314 954.791.3520 Sale: Fri 9 AM Total Resource Auction Tue 9 AM Ford Open Sale every other Fri Manheim Fort Myers 2100 Rockfill Rd Fort Myers, FL 33916 239.476.9800 Sale: Wed 4 PM Total Resource Auction every other Wed 3 PM Specialty Sale last Wed monthly 2 PM Galloway Direct Off Site Sale 2nd & 4th Tues 12 PM Manheim Jacksonville 10817 New Kings Rd Jacksonville, FL 32219 904.768.9981 Sale: Thurs 1 PM Total Resource Auction every Thurs 12:40 PM Manheim Lakeland 8025 N State Road 33 Lakeland, FL 33809 863.984.1551 Sale: Wed 2 PM Specialty RV/Boat Sale 1st Wed monthly 9 AM
32 — Independent Dealer — April 2017
Manheim Orlando 11801 W Colonial Dr Ocoee, FL 34761 Sale: Tues 9 AM Highline Exotic Sale Kicks off every 4th Tues 11 AM with Mercedes & BMW Chrysler Closed Factory Sale bi-weekly on Mon 12:30 PM GM Closed Sales bi-weekly on Mon 1 PM Nissan Infiniti Closed Sale 1st Wed monthly 9 AM Manheim Palm Beach 600 Sansbury Way West Palm Beach, FL 33411 561.790.1200 Sale: Thursday 9 AM Exotic Highline Sale every 4th Wed 9:30 AM Manheim St Pete 14950 Roosevelt Blvd Clearwater, FL 33762 727.531.7717 Sale: Thurs Weekly 2:30 PM inops Regular Sale 3 PM Manheim Tampa 401 S 50th St Tampa, FL 33619 813.247.1666 Sale: Thursday 9 AM Total Resource Auction Mon 9:30 AM at Cone Road location Ford Factory Sale every other Wed 10 AM Manheim Caribbean 1050 Carretera 865 KM 4.7 Bo. Candelaria Toa Baja, PR 00949 787.261.7300 Sale: Thurs 12 PM Salvage Sale Thurs 11 AM
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Manheim Central Florida 9800 Bachman Rd Orlando, FL 32824 407.438.1000 Sale: Wed 9 AM Total Resource Auction Wed 8:30 AM “Manheim Imperial Nights” Sale Tues 4 PM Specialty Heavy Truck & Equipment Sale Second Thurs Monthly at 10 AM
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