MAGAZINE LEADERS IN THE SALE OF QUALITY
PARTS
March - April 2010
Mopar Masters Guild Convenes in Orlando For 18th Annual Meeting Pages 3-19
Also In This Issue
A Message from New President Dan Hutton 1st Time Attendee James Brinkley Passages - Jim Belleau 1950-2010 ADP Supporting Vendors MMG Visits UPS in Kentucky UPS Full Circle Solutions/DME Automotive Rousseau Storage Corporate Billing Reynolds & Reynolds Fender Bender Laws We Live By Time to Get Dirty Pictures from NADA 2010 2010 Mopar Masters Guild Committees
Page 2 Page 20-21 Page 21 Page 22-23 Page 24-25 Page 26 Page 27 Page 28-29 Page 30 Page 31 Page 32 Page 33 Page 34 Page 35 Page 36-37 Page 38
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A Message from the desk of Dan Hutton Tom O’Brien CDJ Mopar Masters Guild President Here we are it’s already March 2010, and the NADA Orlando has come and gone so quickly it seems almost impossible. It’s an honor to be leading such an elite group of managers that I have looked up to in the past. The task of leading this group will be simplified due to the support of the other members of the committee. I am pleased to be working with Mike Mulkins as our Vice President, Steve Hofer as our Treasurer, and Rick Cutaia as our Secretary. I would also like to thank Rick Cutaia for the excellent job of planning and executing the NADA meeting in Orlando. The Hawaiian Luau was a huge success! Congratulations to Mark Skinner for being appointed the host of the NADA San Francisco meeting in 2011. I would also like to take this time to welcome our new vendors UPS, Rousseau, Dealermine, and Fender Bender. This year is going to have some challenging times, but what we have to look forward to is some new products coming out like a new Jeep Grand Cherokee that will be hitting the roads in about two months, followed later in the year by a Fiat 500, a new Dodge Charger, and a new SUV for Dodge. The committee has put together some tasks for us to accomplish in the coming year. Steve Hofer has been working very diligently to redesign our website. I would like to increase our membership by inviting parts managers to experience the knowledge that we get out of our group. The committee wants to work with Mopar to review the Conquest Program this year. We would also like for Mopar to re-launch the Mopar Masters Club in order to recognize the dealers that have purchased over 2.9 million in parts for 2009. In closing, Performance Group live training is part of the new training requirements for 2010. Mike Gerber, our Performance Group Chairman, is setting up a meeting in August so keep a look out on Dealer Connect for registration information. I look forward to working with all of you this year.
Dan Hutton
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18th Annual Meeting of the Mopar Masters Guild at NADA 2010 Orlando Friday February 12th President Brent Hoge welcomed all in attendance and immediately covered our agenda for the next few days. We began with each attendee introducing themselves and where they were from. In attendance for NADA 2010:
Paul Allred Eric Avondet James Brinkley Casey Brown Jeff Brown Brent Christensen Ken Kokoszka Steve Correll Rick Cutaia Mike Gerber Steve Hofer Brent Hoge Dan Hutton Robbie Jackson Carl Kellums Phil Krueger Harry Mathis Rick Monteiro Mike Mulkins Guillermo Nava Gerry Oakes Doug Price Andy Reed Manuel Reyes Rich Schott Mark Skinner Tom Watson Marvin Windham Alan Yancey
Stateline Chrysler Jeep Dodge Brunswick Auto Mart Jim Hayes Inc Allen Samuels Katy Dodge Napleton’s North Palm Auto Park Ken Garff West Valley CJD Pollard Friendly Motors Christopher’s Dodge World Rick Hendrick Dodge Rairdon’s CJD of Kirkland Park Chrysler Jeep Larry Miller Chrysler Jeep Dodge Tom O’Brien CJD Greenwood Salsbury’s Dodge City Brunswick Auto Mart Buerge Chrysler Jeep Jerry Ulm Chrysler Jeep Dodge Jack Powell Chrysler Dodge Jeep Go Chrysler Jeep West Buerge Chrysler Jeep Baxter Chrysler Jeep Dodge Security Dodge Allen Samuels Dodge Carl Burger Dodge Moore Chrysler Jeep Power Chrysler Jeep Dodge Coulter Nissan Benchmark Chrysler Jeep Dodge Hayes Chrysler Dodge Jeep
Secretary Mike Mulkins then presented the minutes from last year’s meeting in New Orleans. Steve Hofer then gave us the Treasurer’s report. Guild business was discussed and then it was time for the Supporting Vendor Presentations. (Continued on page 4)
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Supporting Vendor Presentations: 9:00am
Jason Sideris - (Presenter) - Director of Product Marketing 7
Fixed Operations Dawn Splinter - (Co-Presenter) - Product Planning David Bates - Vice President Customer Support Chuck Lindsay - Fixed Operations Specialist Jason discussed the evolution in automotive retail management ERA-IGNITE. ERA-IGNITE offers comprehensive applications that help you run your dealership from the Web to the showroom, to the financing and insurance office, to the parts and service departments, and to accounting and payroll. The versatility of ERA-IGNITE offers industry-proven core solutions to confidently manage dealership operations, with optional services and solutions available to meet dealer’s specific needs. Flexibility: Upgraded ERA system at your own pace without interrupting your
business or investing in major technology replacements. Efficiencies: work smarter with streamlined ERA applications - tasks can now be completed in one screen v. three, on average. ARE-IGNITE offers Windows point-and-click environment including drill-down fields and hyperlinks. Dawn Splinter’s presentation included an overview of the following applications.
Daily Work Plan Campaign Results On-Line Service Appointments Reynolds Integrated Telephone Systems Enhanced parts inquiry Managed marketing Solutions (Continued on page 5)
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10:00AM
John Bellissimo - Director Inside Sales Davod Jordanger - National Sales Director Eric Evanoff - Director National Field Training Services
John opened by stating Dealer Tires full commitment to the Automotive Dealer. Dealer Tire is the only national firm exclusively dedicated to helping original equipment automobile manufacturers design, implement and manage profitable tire programs for their dealerships that, in turn, increase customer satisfaction, customer safety and customer retention. The company's mission of finding and replacing bald tires at dealerships has resulted in millions of safer vehicles on the road. Eric Evanoff encouraged every dealer, every day, to commit to ensuring solid execution of a tire process. The continued dedication of a solid tire process helps ensure much needed customer retention. Consumers are keeping their vehicles longer (Average age of a passenger vehicle now stands at 9.4 years-7.5 years for trucks). Eric encouraged all dealers in the room to set Smart Goals. Tire Goals need the following four elements:
Specific (Tire Volumes) Measurable Attainable Time Based (This year)
Despite Current Economic conditions-Brand Name Tires Sales are Increasing.
11:00AM
Tim Engvall - President & CEO Dave Carroll - National Sales Manager Steve Chantelios - VP Business Development (Continued on page 6)
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Tim & Dave announced the Tracy 2010 marketing Plan. 10 Reasons to buy Mopar Powertrain from Tracy Industries: 1. $1,000 2. $10,000 3. $25,000 4. $50,000 5. $75,000 6. $100,000 7. $200,000 8. $400,000 9. $800,000 10.$1,200,000
Pizza Lunch for Parts Department $100.00 Gift Card Nintendo Wii 32GB IPOD Touch Laptop Computer (MAC or PC) 55” LED TV 3 Day Cruise to Mexico/Bahamas-Airfare Included 7 Day Caribbean Cruise-Airfare Included 7 Day Disney Land & Sea Adventure-Air Included 7 Day Alaskan Cruise-Air Included
Win at every Purchase level attained **Dave & Tim both asked each attendee to reach out to their local Tracy representative to help create a marketing plan to create greater market share and continued focus on wholesale growth. Tracy Industries joined the Mopar Masters for lunch.
1:00PM
Randy Emerick - Director Manufacturing Solutions & Consulting Chuck Cooper - Senior Product Manager Pat Braziel - Director Product Marketing Ron Larson - Director eCommerce & Content Solutions
Ron Larson opened the ADP presentation with an overview of WHI. WHI is a 10 year old company dedicated to increasing visibility and expanding revenues. WHI can help you reach new customers, improve operations and customer satisfaction. (Continued on page 7)
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WHI features: Product placement-Tens of thousands of people use WHI catalog to look up product information each day; increase sales by placing your product information in our market leading WHI Catalog Close Additional Sales: Nexpart Virtual Inventory integrates your inventory to a global network of thousands of distributors and end users; greatly expanding your distribution reach and capturing sales that before would have been missed. WHI solution data supports a 7% increase in same customer sales, along with a 67 % reduction in associated costs. Pat spoke briefly on Parts Delivery Management. Pat identified the three (automated opportunities) steps in the delivery process, Picking-Staging-Delivery. Chuck Cooper ended the ADP vendor presentation with an overview of increasing service revenues.
2:00PM
John B. Schaughnessy - VP Global Account Sales Patrick Day - Director Global Account Sales Kristin Debates - Marketing Manager Gary L Meyers - National Account Manager Sarju Modi - Marketing Supervisor
Quantum View Management UPS presentation focused largely on Quantum View. Dealers can now download complete shipping information based on UPS Account Number. Dealers can create customized tracking reports to see the information that is most important. (Continued on page 8)
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Quantum View Notify Dealers can receive critical shipment alerts by e-mail for important shipments. Dealers may choose to send ship, delivery, return, and delivery exception notifications to up to five e-mail addresses. Quantum View Data Integrate visibility information into internal software applications and databases to keep you better informed on the status of your customers’ and Mopar shipments. UPS also reviewed our recent vendor committee trip. –Rick Monterio chaired the inaugural vendor trip.
3:00PM
Steve Reeling - Supply Chain Product Manager Mark Tomasetti - Vice President Collision Solutions Bill Lopez - Collision Product Manager
ServiceAdvantage – Steve Reeling opened the presentation with an overview of the Internet-based, manufacturer-recommended service maintenance menus. These menus provide dealership service advisors an opportunity for a great first impression with customers. On-screen or printable, make-model-year specific look-ups show customers the exact maintenance requirements for their vehicle, direct from Chrysler. Menus are easy to use, and allow service managers the ability to adjust pricing as needed based on sales analysis and profitability factors. The maintenance database recommendations are automaker provided, so all dealership branches use the same information, and customers receive consistent, professional service to help boost repeat customer business. ServiceAdvantage Dealers increased parts sales by 20% to 60%. Parts that saw a dramatic increase in sales included spark plugs, fuel filters & cabin air filters.
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Bill Lopez concluded the presentation with an overview of Collision Link, an OE online parts ordering system for dealerships and body shops. CollisionLink allows for online, accurate ordering of collision repair parts, providing shops with the right parts the first time.
4:00PM
David Foutz - Director Global Marketing Chris Fuss - Senior Product Manager Ken Satz - Senior Product Manager J. J. Johnson - Senior Product Manager
Chris Fuss & David Foutz both reviewed the missed timeline of May 2009 for the release of MORE & REPAIRLINK. David reviewed the constraints in 2009 as follows: Aftermarket standardization was limiting Independent shops difficulty in finding correct part Vin filter was too light
Solutions Identified Hired a team of parts specialists Narrowed the focus-parts bandwidth Added a “Google-like” keyword search Workflow improvements Leveraged Illustrations Results: Delivery of a better product Pilot testing in key markets will be launched in March. Snap On continues its commitment to continuously tapping new technologies and integrates processes with those of our customers J.J. Johnson closed the first day of vendor presentations with a review of PAIS 4.2.
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With advanced DMS integration, and recent enhancements, Snap-On is committed to helping dealers sell more parts by bringing added value to data, & increasing its usability and extending its functionality. 7:00 PM to 11:00 PM Luau-Extended the party an extra hour!! See Pictures on the Mopar Masters Guild Website www.moparmastersguild.com
Saturday February 13th 8:00AM Mopar Masters Guild Election of Officers President - Dan Hutton Vice President - Mike Mulkins Secretary - Rick Cutia (Rick Cutaia & Mark Skinner were nominated) Treasure Steve Hofer
Best Ideas Submitted: Mark Skinner-Power CJD: Parts Reconciliation Processes Mike Mulkins: GO Chrysler Jeep: Customer Transition and Retention Mike Gerber-Rairdon’s Chrysler Jeep Dodge-Accessory Process Paul Allred-Stateline CJD-Customer E-mail Collection Campaign Marvin Windham-Benchmark CJD-MRA Invoicing and Reconciliation Guillermo Nava & Phil Krueger: Buerge-Three Moneymaking Ideas
1. DBS tracking of Dealer Rewards 2. Glass Business Enrollment 3. Actively Promote Fleet Service Business
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10:00AM to 12:00PM MMG welcomed all Tier II Vendors. Heath Holdbrooks - President Leif Founds - Vice President Jeff Leavitt - Vice President
Glenn Franks - Director of Programs Gary Mitchell - Director VBDC Products
DME Automotive
First Time Vendors included: Mark Delucia - President Steve Bakker - Chief Technology Officer
Chris Messer - Sales Manager
Jerome Beaumont - Product Specialist Representative Luc-Alain Pelletier - National Sales Manager
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1:00PM Mopar Presentations: Opening Remarks Jim Sassorossi-Jim identified the following as priorities for Mopar in 2010.
Growth: US Parts Revenues Retail Wholesale Accessories Market Share First Year Loyalty Service Contracts PNUR
Customer Experience:
Express Lane Extended Hours-PDC, Technical Support & Call Center Support Customer Care Issues Resolutions Supply System Fill Supply Facing Fill
Technical Support:
Increase Technician Count Service Bay Count Service Advisor Count Fixed First Visit
Three Key Initiatives: Growth:
Dealer Rewards Independent Repair Facilities Smart Pricing Accessories Growth Mopar eStore Collision Price Match CRM Tool First Year Strategies (Continued on page 13)
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Customer Experience:
Express Lane Saturday Hours Dealer Standards Proactive Customer Care Brand Focus Customer Promoter Scores World Class Logistics
Technical Support: Tech Advisor Support STAR Center New Warranty Control Model
Dealer Rewards- Alan D’Agostini Network actions in 2009 are beginning to provide the foundation for a stronger dealer network.
50% 40% 30% 20% 10% 0%
44% 30% 15%
23% 20%
21% 12% 12%
2008 Distressed
Concerned
2009 Healthy/Stable
Healthy/Growing
Dealer Count was reduced to 2,352 dealers in December 2009 down from 3,298 in December 2008. Dealership profitability was up from 49% to 70% year over year.
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Profit Contribution by Department (excludes Other Income)
4%
16%
28%
27% 25% New Car
Used Car
Service
Parts
Body Shop
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Early assessments suggest that approximately 70% of rejected dealer business has been absorbed. It is critical that the remaining 30% is re-captured during 2010.
January dealer sales improved 4.7% versus Q4, 2009. All Business Centers realized growth, with wholesale growth outpacing retail. Over 58% of dealers grew their sales over Q4, 2009 levels. January results illustrate the earning potential for growth. 20% of our dealers received a discount of 6% or more. By comparison, less than 7% of dealers realized this discount level under the old program.
Q & A: My loyalty in January fell because RO’s were counted where I used aftermarket since Mopar doesn’t offer the product. I prefixed these parts before, why doesn’t this work anymore? Most prefixes used to exclude aftermarket repairs have been eliminated from the program Single prefix remains Authorization from Area Managers must be obtained Audits are being conducted monthly Prefix is only authorized for products Mopar doesn’t sell Dealers found using the prefix for unauthorized applications will be removed from the program Several dealers have been found using the prefix with the wrong intent.
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Supply Chain Update 5300 ARO Actions to improve facing fill: ADD BREADTH – since February 1st we have added: 3094 parts to Boston 2932 parts to Cleveland 1695 parts to Denver 750 parts to Orlando 814 parts to Atlanta 779 parts to Dallas 1452 parts to Minn. 2134 parts to St. Louis 1176 parts to Chicago ADD DEPTH – since January 22nd we increased: Home base F part minimum and Maximum levels by 3 Days. Increased forecast on fast moving parts by 15% Focused Meetings with Purchasing at Senior Executive Level: Buyers increase from six to nine in November 2009 Three more to be added by March 2010
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ARO achieved an overall satisfaction amongst parts managers of 88.6% and saw its scores increase over 2008 in every category despite a challenging year in the supply chain.
Benchmark
Mopar Comparison
Category
Industry Average
Mopar
Company
Score
Vs. Benchmark
Overall Satisfaction
85.8%
88.6%
Volvo
93.5%
-4.9
Improving Off the Shelf Fill
88.0%
87.9%
Volvo
92.1%
-4.2
Improving Inventory Turns
85.8%
86.7%
Volvo
93.7%
-7.0
Reducing Inventory Obsolescence
76.4%
75.4%
Volvo
90.0%
-14.6
Increasing Overall Sales
80.0%
75.9%
Volvo
88.0%
-12.1
Reducing Lost Sales
79.4%
75.4%
Volvo
87.6%
-12.2
Terms and Conditions governing ARO
78.5%
83.7%
Hyundai
87.2%
-3.5
Ease of Use
87.1%
87.2%
Volvo
92.1%
-1.4
Level of Phone Support
80.1%
81.9%
Volvo
83.3%
-0.6
Level of Field Support
74.6%
74.8%
Hyundai
83.9%
-9.3
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Batteries exhibit an 83.4% OSF vs. ARO Controlled Maintenance parts of 96% Although batteries are not eligible for ARO control today, over 500 dealers
have added them to ARO ordering. Many of these dealers have set their stocking levels lower than required to sustain a high fill rate. Feedback from Parts Managers has indicated a desire to include batteries on
the ARO program.
Challenges: Distributors are not able to effectively handle daily replenishment. Tentative
solution is to have ARO run battery orders on a weekly basis. Distributors will rotate old batteries. Batteries under ARO control will be consid-
ered guaranteed with visibility back to the distributor as to the age of the inventory.
Mopar will look to develop a competing application that combines aspects of the Cash Discovery program and Mopar’s Inventory Refresh program
Mopar Accessories Update-Brian Rogos AHQ IS GROWING! 633 Dealers Now Enrolled $1.9M in Incentives Paid! Get In On The Action… (Continued on page 19)
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Previous Discussion Topics: Need more accessory displays, POS (e.g., mini Bedliners, cardboard tabletop, cus-
tomizable mailers. Revamping Entire Display Program - Stay Tuned Each New Product Getting More POS - i.e., Flo-TV Investigate a wheel/tire mounted upgrade program for LX, DS, JK and LC Beginning Test Program in Houston and Tampa Markets in March LX and DS Need more accessories in retail packaging. Discussion On WD and LD
New Products: Ecometer, FLO TV & Ram Bed Steps & Ram Anodized Tubular Side Steps
A big “Thank You” goes to Tom Watson for providing the pictures as well as Mike Mulkins who provided the meeting minutes and notes. Thanks guys for all your help in my absence!
Don C
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Notes from First Time Attendee James Brinkley CDJ & MMG Forum Moderator Jim Hayes, Inc. Hi Everyone, I'm back from the MMG meetings in Orlando in which I was so graciously invited to attend. I have considered it one of those chance of a lifetime experiences. It was really a wonderful chance of a lifetime experience for a small town parts manager to rub shoulders with some of the top performing parts managers from across the country. Everyone was very warm and receptive of me. It was refreshing to find that these guys were down to earth and very willing to share their successes and failures with one another. We spent two very packed days which consisted of guild business discussions, listening and interacting with vendors, sharing best ideas and practices and then concluding with meeting and interacting with Mopar Parts Division’s upper management. The meals that were provided were very delicious and I especially enjoyed the Hawaiian Luau theme dinner and Casino on Friday night. It was very fun and relaxing and gave us all time to meet and get to know each other. During the meetings, I was very impressed with how everything was conducted. Time restraints were closely watched to allow for everything to fit into schedule. When it was time for business, everyone was very professional and cordial, however there was also time to joke and have a good time as well. I tried to keep notes early on, however I found that I kept missing key information and soon abandoned it. I know it is customary for someone from the MMG to keep notes and share with those who could not attend. Once I obtain those, I will post it on the forum. The most interesting part of the meeting was our time with Mopar’s top brass. The guild had composed a list of proposals and forwarded them to Mopar prior to the meeting in which most of the agenda centered on those topics. It was my impression that Mopar was very open and receptive to what the guild had to say. After talking to a few members the day before the meeting, I learned that the relationship between the MMG and Mopar hasn’t always been on the best of terms. Let’s hope that Mopar did take to heart the concerns and proposals that were presented. I know that it has been suspected in the past that many of us have thought that programs and policy that have been drafted between the MMG and Mopar just benefit the larger dealer. That simply did not appear to be true to me at this meeting. In fact in some cases policy affects the larger dealer to a greater degree. A case in point, the topic of the Dealer Rewards growth aspect of the plan was discussed in great detail. Most of the large dealers that are heavy in wholesale simply live and breathe on Dealer Rewards money, because they sell at such low margins; Many of those dealers were deeply concerned that seasonality and business trends could easily make or break them. Mopar did seem to listen and did promise to fine tune the program. Another hot topic was the core program. We discussed on how much of a disadvantage the current core program is to the dealer in regard to core eligibility. Mopar is taking another look at the program and see what can be im-
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proved. There were several other issues that were discussed and I will post once I obtain the “official” responses from Mopar. If anyone else that attended the meetings has anything else to add, please feel free to reply. Some new programs and changes coming down the pipeline include: The addition of batteries to ARO, the addition of an option to immediately print a return label for D2D shipments from other dealers that are damaged, box unsaleable etc. and a new program called “Parts Exchange” which is a similar program to other idle parts broker programs like Dealermine, Cash Discovery and Dealer Parts Trader. In closing, I wanted to mention that I had some great conversations with Steve Hofer, treasurer of the MMG regarding the future of the MMG and CDJ relationship. His initial response, in which I really liked, was that he didn’t like to refer to everyone as either or. He would like to see everyone as one united group. Steve spoke of a vision that he hoped the Guild could one day include more medium and small dealers in this type of meeting. We are just not sure about how to go about determining the criteria. The Guild is also currently in the process of doing a total remake of the website. The forum should remain the same with just some simple cleaning up. I am very excited about what lies ahead.
Passages Jim Belleau 1950-2010 Jim was a very dear and respected friend of many of the Mopar Masters Guild members. We will all miss him. The following is from the J.R. Thompson website: Jim Belleau, director of business development for J.R. Thompson Company, and a loving husband, father, brother and friend, passed away suddenly on February 21, 2010, following a brief illness. He was 59. He is survived by his wife, Jan; daughter, Abbey; sons Drew and Brett; and sister, Joy. Belleau joined J.R. Thompson Company in October 2008. He had previously spent 29 years at Chrysler Group LLC, serving as Director of the National Customer Assistance Center & Dealer Technical Operations and as a director at Chrysler’s Mopar Parts division, where he spent the majority of his career, forming lifelong friendships. "We are shocked and saddened at the tragic loss of Jim Belleau, our dear friend and colleague,” said J.R. Thompson Company president Clay Thompson. "Jim was a true gentleman and lived a life that inspired many. His motto was, 'Be kind, do good works and lift others.' He truly lived his life in that manner. He was loved by many and will be greatly missed. Our thoughts and prayers are with his family." A graduate of Shrine High School in Royal Oak, Mich., Belleau earned his Bachelor of Arts degree from Western Michigan University in 1972 and a Master of Business Administration from Central Michigan University in 1985. A boxer and football player in his youth, Belleau remained an avid sports enthusiast throughout his life and served on the Bloomfield Hills Lahser High School Football Booster Board and as the PA announcer for Lahser Knights home football games. The family suggests contributions to: Lahser Parents Football Club, Jim Belleau Memorial Fund, c/o Mr. Paul Scheidemantel, 624 Hunters Ridge, Bloomfield Hills, Mich., 48304.
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Free Training for Your Parts Department ADP’s Parts applications provides you immediate access to information needed to track Parts sales, manage inventory, track and monitor employee productivity, your top purchasing customers, ensure warranty parts returns, and more. Are you taking full advantage of these powerful benefits? Training is essential to help ensure you are taking full advantage of your ADP solutions and we make it easy for you by offering more than 25 FREE Parts-specific e-Learning, Coach Training and Virtual Classroom courses for you to choose from. And, we bring the instructor to you -- you don’t need to leave your dealership. It’s convenient and it’s relevant to your job. Classes include: CustomerTouch Front & Back Counter Sales Parts Inventory Purchase Orders Special Order Requests And more! Visit adpdealerservices.com/training today to learn more and to download our current Dealer Training Schedule. Also find additional information about our wide-range of System Utilization programs. If you need assistance or have a new employee, please contact an ADP Training Coordinator at 866.535.8487.
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Our Supporting Vendors Support those who support you
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Our Supporting Vendors Support those who support you
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Mopar Masters visit UPS Worldport in Kentucky Submitted by Rick Monteiro
The Mopar Masters Guild proudly welcomes UPS as a new Tier one sponsor. On January 25th, 2010 we arranged a meeting in Louisville Kentucky to share ideas and goals between our longtime business partner UPS. Since all of us run sophisticated logistic operations UPS is perfect fit for the Guild. Representing the MMG were Rick Monteiro from San Diego CA, Paul Allred from Charolette NC, Marvin Windham from Birmingham AL, Joe McBeth from Dallas TX and Dan Hutton from Indianapolis, IN. Representing UPS were John Shaughnessy-Managing Director Global Accounts Patrick DayDirector Global Account Sales and Gary Meyers-National Account Manager LTL Services. The day started out with informal exchanges of ideas, thought starters, day to day issues and general product enhancement brainstorming. The evening culminated with a journey through the highly automated UPS Worldport. At Worldport, tour guide Beth Ann Troutman met us in the lobby at the flight training center at 10:00PM where we immediately headed to their 13 million dollar DC-10 flight simulator. Make sure the next time you fly Paul Allred is not your pilot, enough said. At 11:30 PM we saw how UPS processes 1.6 million pounds of freight each day in addition to the 350,000 packages “per hour� in this 5 million plus square foot facility. Try doing that out of your parts department. During our 4 hour tour more than 130 planes landed and took off making sure millions of packages are delivered around the world in record time. Use this web link to see their technology at work http://www.youtube.com/watch?v=0DguuX3TJJ0 . What an amazing experience. UPS is an appreciated and trusted partner helping us achieve the ultimate goal, creating a positive customer service experience and translating this value into more Chrysler vehicle purchases. Thank you UPS and welcome to the MMG.
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Will Someone Please Answer the Phone? Handling Inbound Phone Calls at Your Dealership How many times have you heard this in the service department each day? If you are saying this on the dealership side then it means that the callers are also saying it on their side, which cannot be good. Dealers often spend thousands of dollars per month marketing to their customers in an attempt to motivate them to call the dealership. Yet they struggle with answering the phone when those customers do call. Nothing can frustrate a caller more than being put on hold or having to leave a message when they are trying to spend money. How does missing phone calls affect your dealership’s bottom line? It could cost you up to $150,000 annually! Ask yourself this, “How many calls to your service department each day are missed or mishandled that could have resulted in a service appointment and RO revenue?” Most dealers will say somewhere between 5 and 10 calls are missed for whatever reason each day. Let’s assume that only 3 calls per day are missed or mishandled that could have resulted in an RO. Using your own metrics, what would missing three RO’s per day mean to you? Better yet, what would 3 additional RO’s per day mean to your bottom line? Let’s assume that your service department is open 6 days per week, average RO revenue value with parts and labor totals $225.00 and your Gross Profit percentage is 70%. 3 RO’s x 6 days = 18 weekly x 52 weeks = 936 RO’s @ $225.00 average each = $210,600 x 70% GP = $147,000 in your pocket. If you expect the phones to ring make sure that you have the processes in place to effectively handle the callers. With the economy the way it is, dealers have reduced head count to stay profitable. That means fewer employees available to answer the phone which often forces the decision to either ignore the callers or the customers standing in the service drive. Which one is more important? Of course they are both very important and need to be handled promptly.
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One solution dealers find attractive is contracting with companies that provide 24/7 inbound call “backstoppingâ€? services to answer the calls that are not being answered in a timely manner. These companies will perform as if they are employees of the dealership and will set service or sales appointments, transfer calls, or take messages. This service insures that no call is missed and that all calls are handled properly. Finally‌ someone is answering that phone! ~ Gary Mitchell Director, Telephony & Virtual BDC Products, DMEautomotive
~ Gary Mitchell Director, Telephony & Virtual BDC Products, DMEautomotive
Bio: Gary has 25 years of experience in providing franchised auto dealers with marketing and technology solutions designed to increase revenue and overall profitability. Gary has held national positions with ADP Dealer Services, LML Technologies, and DMEautomotive. He is currently responsible for researching and designing new products and marketing campaigns based on industry trends and specific dealership needs. He directly interfaces with Development and Product Management to monitor market needs and requirements, taking into account emerging technologies, competitor products / services, industry trends, and regulatory / compliance changes for both OEM and regulatory bodies. LinkedIn Profile: http://www.linkedin.com/in/garymitchellauto
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The Parts and Accessories Sales Portal: Improving the Customer Experience and Parts Department Profits Your parts department may already be selling parts online through your main dealership Web site. Typically, this means consumers submit a lead form or use the “contact us” mailbox to request the part they need. While this system is adequate for some dealers, it also has shortcomings. Customers have to know exactly what they need upfront, they don’t receive parts availability confirmation from your dealership, and they can’t make payment at the time of order. If your dealership is set on improving its fixed operations performance, one answer is to offer a parts and accessories sales portal. Following are key features to look for: Ease of Use – Consumers should be able to quickly and easily find what the parts they are looking for through a variety of search options, such as year, make, model, keyword, and even saved vehicle. Likewise, processes for placing an order, making payments, tracking shipments, and returning parts should be simple and straightforward. Security – Any personal data, such as customer and billing information, must be secured. Your vendor may already offer security options, or you may opt to use third-party software or work with a site provider to register your domain with a private or unlisted registration. Integration – The parts prices displayed in your online store should match the prices in your parts database. Consider using a parts portal that integrates with your parts database or dealership management system (DMS). If the system you choose does not have integration, be prepared to dedicate resources to maintain dual databases. Resources – Depending on volume, you may need to dedicate resources to monitor and ship orders or handle customer service. DMS integration will help your employees perform their jobs easier and fulfill orders faster. Otherwise, you’ll need to establish clear processes to properly relieve inventory from your parts database and prevent inaccurate parts counts. Parts Catalogues – Providing OEM parts catalogues in your parts and accessories portal can help customers better select the right part along with any adjacent parts that are needed. Ask your vendor which OEM parts catalogues they offer and review those catalogues to make sure they meet your needs. As you evaluate vendors, ask to see real-life examples and test the consumer experience yourself first-hand. Keep your staff engaged in the vendor selection process so that everyone is ready to sell and service online customer orders. Before you know it, your online parts sales will be enhancing your customers’ experience and improving your parts department’s bottom line! Ready to expand your online parts and accessories sales? Learn about the Parts and Accessories Portal from Reynolds Web Solutions at http://reynoldswebsolutions.com.
Mopar Masters Guild Magazine
March - April 2010
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Mopar Masters Guild Magazine
March - April 2010
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Laws We Live By
Law of Mechanical Repair - After your hands become coated with grease, your nose will begin to itch and you'll have to pee. Law of Gravity - Any tool, nut, bolt, screw, when dropped, will roll to the least accessible corner. Law of Probability -The probability of being watched is directly proportional to the stupidity of your act. Law of Random Numbers - If you dial a wrong number, you never get a busy signal and someone always answers. Law of the Alibi - If you tell the boss you were late for work because you had a flat tire, the very next morning you will have a flat tire. Variation Law - If you change lines (or traffic lanes), the one you were in will always move faster than the one you are in now (works every time). Law of the Bath - When the body is fully immersed in water, the telephone rings. Law of Close Encounters -The probability of meeting someone you know increases dramatically when you are with someone you don't want to be seen with. Law of the Result - When you try to prove to someone that a machine won't work, it will. Law of Biomechanics - The severity of the itch is inversely proportional to the reach. Law of the Theater - At any event, the people whose seats are furthest from the aisle arrive last. The Starbucks Law - As soon as you sit down to a cup of hot coffee, your boss will ask you to do something which will last until the coffee is cold. Murphy's Law of Lockers - If there are only two people in a locker room, they will have adjacent lockers. Law of Physical Surfaces - The chances of an open-faced jelly sandwich landing face down on a floor covering are directly correlated to the newness and cost of the carpet/rug. Law of Logical Argument - Anything is possible if you don't know what you are talking about. Brown's Law of Physical Appearance - If the clothes fit, they're ugly. Oliver's Law of Public Speaking - A closed mouth gathers no feet. Wilson's Law of Commercial Marketing Strategy - As soon as you find a product that you really like, they will stop making it. Doctors' Law - If you don't feel well, make an appointment to go to the doctor, by the time you get there you'll feel better. Don't make an appointment and you'll stay sick.
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March - April 2010
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Time to get Dirty
Today the Jack Powell Chrysler Jeep team is headed out to the desert to participate in an event called Tierra Del Sol 48th Annual Desert Safari. This event has registered 1,400 four wheel vehicles for the 2010 event and expects attendance to go over 8000. We finally became a Jeep dealer last December and this is our first opportunity to become a friend of the Jeep owner’s community. I want to thank the many members of Mopar Masters Guild who helped answer the multitude of questions I had about how to participate in this type of event. In the past we had done quite a few PT cruiser events but nothing compares to the “I am Jeep” crowd, I can assure you. The best part about these types of events is the team building within the dealership and of course the customer contacts that will be generated. Our team will share in the effort to put on the event, a couple of cold beers, and sharing stories at the camp fire each night. Customers will develop bonds with our employees. Every customer wants to have a friend in the business what more could you ask for. What is your next big event? The MMG magazine would like to publish your stories. So send them in! Submitted by Rick Monteiro - Jack Powell Chrysler Dodge
Mopar Masters Guild Magazine
March - April 2010
Here’s a few pictures from our meeting at NADA 2010 in Orlando. To see more pictures login to the Mopar Masters Guild Website! www.moparmastersguild.com
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Mopar Masters Guild Magazine
March - April 2010
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Mopar Masters Guild Magazine
March - April 2010
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2010 Mopar Masters Guild Committees President Vice President Treasurer Secretary
Dan Hutton Mike Mulkins Steve Hofer Rick Cutaia
Tom O’Brien Chrysler Jeep Dodge Go Chrysler Jeep West Park Chrysler Jeep Rick Hendrick Dodge
Executive Committee
All of the above and: Gerry Oakes Paul Allred Rick Monteiro Marvin Windham Alan Yancey Brent Hoge
Baxter Chrysler Jeep Dodge Stateline Chrysler Jeep Dodge Jack Powell Chrysler Dodge Benchmark Chrysler Jeep Dodge Hayes Chrylser Dodge Jeep Larry Miller Chrysler Jeep Dodge
Membership Committee
Brent Christensen (West) Doug Price (East) Robbie Jackson (South) (North)
Ken Garff West Valley CJD Security Dodge Chrysler Salsbury’s Dodge City TBA
Vendor Chairmen
Paul Allred Gerry Oakes Marvin Windham
Stateline Chrysler Jeep Dodge Baxter Chrysler Jeep Benchmark Chrysler Jeep Dodge
Newsletter Chairmen
Don Cushing Mike Mulkins
Bald Hill Dodge Chrysler Jeep Go Chrysler Jeep West
Performance Group
Mike Gerber
Rairdon’s Chrysler Jeep Dodge of Kirkland
Finance Committee
Brent Hoge Steve Hofer
Larry Miller Chrysler Jeep Dodge Park Chrysler Jeep
UPS
Rick Monteiro Paul Allred Marvin Windham To Be Named
Jack Powell Chrysler Dodge Stateline Chrysler Jeep Dodge Benchmark Chrysler Jeep Dodge
ADP
Gerry Oakes Mark Skinner Dan Hutton
Baxter Chrysler Jeep Dodge Power Chrysler Jeep Dodge Tom O’Brien Chrysler Jeep Dodge
Snap-On
Dan Hutton
Tom O’Brien Chrysler Jeep Dodge
OEConnection
Brent Hoge
Larry Miller Chrysler Jeep Dodge
Dealer Tire
Steve Hofer Mike Mulkins Alan Yancey
Park Chrysler Jeep Go Chrysler Jeep West Hayes Chrysler Dodge Jeep (Dan, Brent, Steve, Mike & Alan are the Chairs for Snap-On, OEConnection and Dealer Tire)
Tracy Industries
Mike Mulkins Steve Hofer Brent Hoge Guillermo Nava
Go Chrysler Jeep West Park Chrysler Jeep Larry Miller Chrysler Jeep Dodge Buerge Chrysler Jeep
NADA 2010 Planning
Mark Skinner
Power Chrysler Jeep Dodge
Website Chairman
Steve Hofer
Park Chrysler Jeep
THE GUILD MOTTO “THE EXCHANGE OF INFORMATION BY LIKE SIZE DEALERS IN A NON COMPETITIVE ENVIRONMENT” This is the reason the Guild exists. The strength of our existence relies not on the voices of a select few, but on the combined knowledge of all. With this in mind, everyone should remember to become as proactive as possible. The Guild is YOURS, be proud of it and be part of it!