Mopar Masters 2017 25th Anniversary Issue NADA

Leaders in the sale of quality Mopar Parts.

January - February 2017

Also In This Issue From the Desk of MMG President Susan McDaniel ...................... 2 Founders & Presidents of the Mopar Masters Guild ............................................ 3 A Message from Paul Allred................... 3 The Mopar Masters Guild Celebrates 25th Anniversary in New Orleans .. 4-45 MMG Supporting Vendors .............14-15 Autobody News........................................46 Rousseau Storgae.....................................47 KIS Solutions ......................................48-50 FenderBender/Ratchet+Wrench.........51 CDK Global ........................................52-54 AER Sales ............................................55-57 Elite Extra...........................................58-59 OEConnection ....................................60-61 Snap-On Business Solutions .................62 UPS .............................................................63 Reynolds & Reynolds........................64-65 Montana Repairer’s Diagnostic Study Shows “dash light” myth, need for

We are like no one else.

There is no other OEM that has a dedicated Parts & Service Group like us.

1992-2017 We are the Mopar Masters Guild.

pre- and post-scans ...........................66-67 Regulation Endeavors to Keep Pace with Technological Developments ...............68 Body Shops’ RICO Case Against Insurers active again ...............................69 Takata Pleads Guilty and Pays $1 Billion in Criminal Penalties for Air Bag Scheme ...........................70-71 2017 MMG Committees ........................72

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

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From the Desk of MMG President Susan McDaniel

New Beginnings Hello Everyone! It’s a brand new year full of new opportuni es, challenges, and NEW BEGINNINGS. If you were not able to a end our 25th anniversary celebra on and mee ngs in New Orleans last month, we had a wonderful me and you were missed! We reminisced over the past 25 years about people who have come and gone and made a difference with all of us in some way. Many members from our past were there to visit with us and remind us of days gone by. Some have re red, some have moved on to other brands, and some have moved on to a be er place.

We had some new members join us with some fresh new ideas and perspec ve. We had a lot of great conversa ons about how we are all used to doing certain things a certain way and managing our people and our businesses a certain way but realize that we all need to take a second look at how we do things.

We started out with discussing the first thing we do each day when we arrive at our stores. We talked about posi ve changes that we have made throughout the year to help grow our businesses and everyone named at least one thing they are doing in their department that is working for them. This always gets the wheels turning. These bits of informa on are always helpful and encouraging to cement the fact that we are not alone in this ba le.

Our business is constantly changing. When we are all together discussing what we do each day and why, especially the li le things, it really makes us think about the whole big picture.

Some mes it’s really easy to get stuck in a rut and con nue going through the mo ons. At the beginning of each year I like to make a list of all of the things I would like to accomplish daily, weekly, monthly and for the year. Some mes we just need to wipe the slate clean and start all over.

Whenever I come back from one of our mee ngs like this, I walk into my department like I am a complete stranger walking in for the very first me. The things that I no ce always amaze me. I sat down and made a list of all of the things that I wanted to change or “tweak” and accomplish to be more organized and efficient in these NEW BEGINNINGS. First, we had a mee ng to get back to basics and simplify any processes that weren’t working or weren’t working well enough. We started with gree ng our customers and making them feel like we would like to feel when we walk into an establishment to spend our hard earned money. Our phone conversa ons and things that need to be said from beginning to end. Realizing that there are many other people in the department trying to accomplish the same things and to have that ul mate respect for everyone. The over-all importance of organiza on within our department from beginning to end. A brand new beginning.

Susan “We cannot start over, but we can begin now, and make a NEW BEGINNING”.

-Zig Ziglar

Mopar Masters Guild Magazine

Leaders in the Sale of Quality Mopar Parts

We present to you the leaders of the Mopar Masters Guild who, for the past 25 years, have guided us to what and where we are now. We are very proud of every one of them for their guidance and leadership quali es: Chuck Hartle

Founder & First President 1992-1993 Bart Cooper Founding Officer 1992 Cy Yates Founding Officer 1992 Ernie Wennerstrom 2nd President 1994-1995 Gerry Oakes 3rd President 1996-1997 Paul Allred 4th President 1998-1999 Rick Monteiro 5th President 2000-2001 Alan Yancey 6th President 2002-2003 Marvin Wyndham 7th President 2004-2005 Gerry Oakes 8th President 2006 Roy Benner 9th President 2007 Mike Gerber 10th President 2008 Brent Hoge 11th President 2009 Dan Hu on 12th President 2010-2011 Steve Hofer 13th President 2012-2013 Rick Cutaia 14th President 2014-2015 Susan McDaniel 15th President 2016-2017

A Message from Execu ve Commi e Member and good friend Paul Allred: I appreciate all of the concern and well wishes that I received with condolence for my dad ( James H. Allred 3/25/391/28/17). All of the texts, emails, cards, and flowers from guild members, FCA employees plus from the folks with our vendor partners were overwhelming.

No one wants to lose a parent especially when the other is gone. It is an unusual feeling of the last chapter and the book just closed. My dad had been sick for a while. This last episode just added issues that he could not overcome. It was in a sense a relief that he didn’t have to endure the symptoms of is declining health any longer. He s ll passed to young based on today’s sta s cs. He was 77.

It is real easy in the car business to become a workaholic! Words of wisdom: If your parents are s ll with you, take advantage of this and spend as much me as you can with them.

I’ll repeat the fact that the Mopar Masters Guild is a unique group. It is a fraternity of brothers and sisters that I am proud to be a part of.

Sincerely, Paul Allred

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The Mopar Masters Guild Celebrates It’s 25th Anniversary “The exchange of Informa on by like-size dealers in a non-compe ve Environment” Words the guild sas lived by for the past 25 years. They are like no one else.

There is no other OEM that has a dedicated Parts & Service Group like them.

They are the Mopar Masters Guild.

In 1989 Chuck Hartle’ met Bart Cooper at a 20 group mee ng in Dallas Texas. Over the next four years they developed a great friendship that changed their lives as parts managers forever. During this me the pair developed the idea of forming a Na onal Mopar Parts Managers Guild. In 1992 the tandem became a tri with the introduc on of Cy Yates. The Three managers con nued to conceptualize the idea of developing a Na onal Parts Managers Guild. This was the beginning of the Mopar Masters Guild, as we know it today.

This year, the Mopar Masters Guild celebrated their 25th Anniversary. 25 years of mee ng with some of the best parts managers in the country sharing ideas in a pla orm that has changed ways that we do business.

Day 1 – Tuesday January 24th - Arrival and Welcome Recep on Mopar Masters Guild members and their guest began arriving throughout the day on Tuesday. Once we were all se led in, we met in the lobby of our hotel where we congregated and cha ed with friends and family, catching up on what been going on during the past year, sharing photos and conversa on. Our MMG Welcome Recep on began with a parade to our event complete with a New Orleans Jazz Band leading the way for us as we meandered through the neighborhood. It was amazing. Here are many of the pictures from our first event.

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Day 2 – Wednesday January 25th - Mopar Masters Mee ng Begins President Susan McDaniel welcomed everyone to our mee ng and we began with our guild mo o of, “The Exchange of Informa on by Like-Size Dealers in a Non-Compe ve Environment”. Says McDaniel, “We are comprised of the Top 100 Performing FCA dealers in the country. That says a lot. Everyone that is here has an idea, opinion or approach, something to share, something to offer. Everyone in this room is important and everyone will have an opportunity to share.

With that we started with introduc ons and asked that each member share a li le of what they do when they first arrive at work in the morning. It was great to hear different schedules and how everyone handles their business. In a endance for the 25th Annual Mopar Masters Mee ng were: Continued on Page 11

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Continued from Page 10 Andy Casey Ma Mike Marvin Joe Susan Jim Eric Tony Rick Joe John Dean Phil Denny Mick Bob Chris Tom Tom Alan Randy Gary Rick Joe J.D. Cody Robert Don Ed Mike Rick Doug Paul Dan Tim Will

Reed Brown Jarvis Opperman Windham Handzik McDaniel Jaeger Avondet Deluca Stewart Mcbeth Russo Taylor Krueger Loux Padgeon Wi g Brodeur Watson Kellogg Yancey Rogers Block Monteiro Galbraith Ipsen Eckhardt Chatwin Cushing Lueras Gerber Cutaia Price Allred Hu on Miller Manous

AUTONATION FORT WORTH AUTONATION KATY BALD HILL DCJR BAXTER AUTO BENCHMARK CDJR BETTENHAUSEN AUTOMOTIVE BILL LUKE CJDR BOSAK MOTORS OF MERRILLVILLE BRUNSWICK AUTO MART BRUNSWICK AUTO MART COMMONWEALTH DODGE RAM DALLAS DODGE CJR DALLAS DODGE CJR DEPENDABLE DODGE DEPENDABLE DODGE FRED BEANS DCJR FRED BEANS DCJR GANLEY CDJR GLENN E. THOMAS COMPANY GUEST HAROLD ZEIGLER CDJR HAYES CDJ HUFFINES CJD PLANO JACK POWELL CJDR JACK POWELL CJDR JERRY ULM DCJR KEN GARFF W. VALLEY CJDR LARRY MILLER CJDR LARRY MILLER CJDR MMG MAGAZINE PERKINS DODGE RAIRDON DCJ RICK HENDRICK DCJR SECURITY DODGE STATELINE CJDR TOM OBRIEN CJDR TOM OBRIEN CJDR TRONCALLI CDJR

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Continued from Page 11 Now, of course, our usual disclaimer!

As we have talked about many, many mes during the existence of the Mopar Masters Guild, any informaon that is obtained via the newsle er will not offer a complete and concise picture of what went on at our mee ngs. We stress the importance of a ending these mee ngs and invite everyone who meets the Mopar Masters Club criteria to join the Mopar Masters Guild, a end these mee ngs and enjoy the wealth of knowledge and informa on that is presented and shared. Our coverage of Vendor presenta ons, Mopar Execuves’ presenta ons and dialogue will only lightly touch upon what was presented.

Next on the agenda was the Treasurer’s Report presented by J.D. Ipsen, MMG Treasurer followed by the 2016 Minutes from our mee ng last year in Las Vegas presented by Ma Jarvis, MMG Secretary.

Both these reports were voted on to accept.

A er a short break, we returned and members brought forth many ideas and concerns that they would like to discuss with Mopar Execu ves who would be mee ng with us later in our day. Many different ideas were put out on the table that could help both parts and service departments.  Tires  Reten on  Advisor help  Dealer Rewards  Bulk Oil  RO Count  Different types of tools for selling accessories in your store  CEI

We then began the sharing of ideas. Each a endee was asked to share with the group, “What worked well for you in 2016. What didn’t?”

Execu ve Board Member Rick Monteiro shared, “The programs we use are well entrenched and working at my dealership. The one program that changes is my re program. I make changes, as needed, to hit our goals.” He then con nued, “Many of the ideas that I implement at our dealership that are successful are a direct result of my involvement with the Mopar Masters Guild.”

The rest of our morning was dedicated to con nued sharing of ideas with members.

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Continued from Page 12 A er a break for lunch we then welcomed our friends from FCA/Mopar. Represen ng FCA/Mopar were:  Mike Cockell – Mopar Sales & Field Opera ons Manager  Ed Cummins – Retail Channel  Skip Olson - Analy cs  Brian Rogos – Wholesale Channel  Brian Wayne - Collision  Jeff Conklin – Great Lakes Business Center Manager/Capacity  Bill Harry – Director of Marke ng  Kim Meredith – Brand Manager

Mr. Cockell shared informa on on the 2016 results for Mopar. All in all, it was a great improvement but fell short of the overall goal.

Mike discussed:  RO Track  Warranty  Tires – Mike recognized Susan McDaniel at Bill Luke CDJR as the Top Tire Seller for 2016 with 4,705 res sold!  Ba eries  Service Lane  MVP

Mr. Cockell then turned it over to Brian Wayne who took us through the Accessory & Performance Por olio.

Some of the highlights:  PNUR +17%  Custom Shop +26%  Simplified PNUR Target/Revised PNUR Calcula on  Updated GBS  Simplified Program to Drive Engagement and Sales  New Products Continued on Page 16

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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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Continued from Page 13 Brian Wayne then introduced Brian Rogos. Brian thanked us for the 2016 wholesale results. Truckload, Redistribu on and WD Programs were up 19.4%. With that, Mr. Rogos covered the following subjects:  2017 Focus Items  WD Program: Increase Support  Powertrain: Con nued Process Improvement  Rebuilding Na onal Accounts: Target List  2nd Line Wholesale Success Story: Driver’s Edge  Value Line Adding FCA Applica ons to Line-up Discussion: The Mopar Masters’ Ideas for Growth Mr. Wayne then returned to address the group with the Mopar Collision Update. Highlights included:  Radiator/Condenser Program  Industry leading Scan Tool Posi on statement  Mopar Owner’s Companion App  Promote “Right to Request” Campaign  Hand out brochures to shops  Promote MoparRepairConnec on.com  Partner with “Higher End” shops for cer fica on  Communicate with Collision Team on “What’s going on”.

Speaking next to our group from FCA/Mopar was Ed Cummins who gave us all informa on on his Maintenance Por olio which is parts of the Mopar Retail Channel. Ed tells us of the Upcoming Product Launches:  Q1: Brake Rotor Expansion – 54 PN’s  Q1: Tie Rod Ends – 67 PN’s  Q2: TPMS – 1 PN (Universal)  Q2: Oil Filter Expansion – 6 PN’s (FCA Applica ons)  Q2: “Good” line ba eries – 7 PN’s  Q2: Starters and Alternators Expansion – 19 PN’s (FCA Applica ons)  Q2: Brake Pad Expansion – 12 PN’s  Q2: AC Compressors – 34 PN’s (FCA Applica ons)  Q3: Beam Wiper Blades – 9 PN’s (All Makes)  Q3: Suspension Bushings – 24 PN’s (FCA Applica ons)

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Our next guest speaker from FCA/Mopar was Skip Olson. This was the part of our mee ng where there was not only a great presenta on but terrific follow up discussion. A few of the things that Skip touched upon were:  Mopar’s 80th Anniversary  MVP Sales up  Advocacy – Very big focus on Service Advocacy as well as Sales Advocacy  Crate Engine Program  Dealer Rewards – Present & Future  Mopar Incen ves as a Percentage of Gross Sales  Con nued Focus on Growth  Con nued Change  Address Program Overlap This was the end of FCA/Mopar’s presenta ons and we then began some great discussions on the subjects covered.

The Mopar Masters Guild would once again like to thank Mike Cockell and the Execu ves from Mopar for taking valuable me from their day to present and discuss business with our group. We look forward to our con nued mee ngs with FCA/Mopar in 2017 and beyond.

A er our interac ons with FCA/Mopar we adjourned for the day and enjoyed a free night visi ng the area.

Many of us enjoyed a nice dinner together while some went to see what the city had to offer.

Day 3 – Thursday January 26th – Mee ng Con nues & Vendor Presenta ons Susan began the mee ng reminding everyone of the me for the Spouse’s Bruch being held this day at the New Orleans School of Cooking.

Don Cushing brought the group up to speed on more changes happening to the Guild website: •

A new separate page for Suppor ng Vendors

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Each dealer logo will be linked to direct visitors to a biography of the Parts/Service manager

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Biography forms will be emailed to a ending paid members within the next few weeks

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Continued from Page 17 Our discussions began by covering the previous day’s subjects and there was a general posi ve feeling and a tude as we moved forward. There was plenty of talk about the retail end of our dealerships discussing best prac ces that have been working in the Express Lane.  Tire sales  Ba ery specials  Logis cs  Glass sales  What FCA programs are working for us in our dealerships?  Talks con nued:  Wholesale Parts Returns  MSO’s All of these and more were on the table for discussion.

We con nued our presenta ons of the previous day of What’s working/not working at your store. We discussed:  Spiffs  Scan guns  UPS pickup  Glass spiffs  MPI  Hiring  Text2Drive  Raffles  Matrix Pricing  Team Leaders  Employee accountability ….and much more

We then reached the por on of our mee ng when we would be hearing from our very valuable Suppor ng Vendors.

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Reynolds & Reynolds Our first presenta on would be from Reynolds & Reynolds. One of our original Suppor ng Vendors. R&R were represented by:

Jason Sideris – Director – Product Planning Dawn Spitler – Fixed Opera ons Solu ons Specialist Jeffery Adams – Product Planning Manager Says Sideris, “As the Director of Product Planning for Fixed Opera ons for both the parts and service side we need to find out what it is that we need to provide for our partners out in the field. You all are the face of the automo ve industry communica ng with the customers. There’s a lot of opportuni es to help you. We value our rela onship with the Mopar Masters Guild. Our theme as we con nue to move forward is to help provide a comprehensive suite of solu ons that make business be er not only for you but the customer that you serve.”

Jason then introduced Jeffery Adams who gave us a presenta on on Reynolds & Reynolds Retail Management System and then new solu ons offered:  Email  ReyCom  Text Messaging  New Two Way Tex ng (Did you know that 90% of people that get a text massage read it within the first 5 seconds of receiving it? Customers who get an email may not check it that day!)  Internal Communica ons  Automated No fica ons  Managed Opt In/Out  Parts Review  Job Approved  Job Declined Continued on Page 20

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Continued from Page 19  SPG Parts Alerts  Tech Parts Request  Special Order Receipt  Parts No fy Tech  Time Stamps  Images  Service Snap Jason ended the presenta on with a ques on and answer session.

Snap-On Business Solu ons Our next presenta on was from Snap-On Business Solu ons. Another of our long me Suppor ng Vendors, Snap-On was represented by David Foutz - VP of Sales & Marke ng, Ken Satz – Product Manager, and Keith Pople – Manager, Global Accounts. Dave introduced his team from Snap-On recognizing the long history with the Mopar Masters Guild and share a few “moments” from his years par cipa ng in the guild mee ngs.

Dave then brought up Ken Satz to give us some per nent informa on on what Snap-On has in store. Topics discussed were: Continued on Page 21

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Continued from Page 20  PAIS 4 Sunset  EPC 5 current and future state  Web and DVD Op on  High Availability on Web  3 DVD with USB Op on  Standard EPC 5 Benefits  Mul ple Jobs – we work the way you work  Email – easily communicate with retail wholesale customers  Reverse lookup from pick list – easy access to previous lookups  Es mate builder – create quick es mates  Contact Us – closed loop for issues  Improved Filtering over PAIS 4 – accuracy  One interface – many OEM’s  Upgrade from Flash to HTML5  Advantages over StarParts

Opportuni es  PartProtec on  PartProtec on is a service contract that extends the OEM Service Part Warranty (SPW) by 2 years/unlimited miles for a small cost  Parts Protec on covers eligible OEM mechanical, electrical/electronic parts and powertrain assemblies up to 5 years. It excludes: body, trim parts, most wear items and maintenance  PartProtec on can be private labeled under a dealers brand and the so ware login can reflect the respec ve brands (example: Foutz Auto Group, Satz Chrysler, etc.)  All contracts have gone through 50 state compliance  Life me Ba ery Warranty  Vehicle Personaliza on Center

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Continued from Page 21 David Foutz then men oned the new products offered by Snap-On including PartProtec on that would be available to see on the Conven on Floor and invited everyone to a end.

CDK Global Solu ons Mike Opperman then introduced our next Suppor ng Vendor Presenta on CDK Global Solu ons. CDK was represented by David Mitchell – Director – Manufacturer Solu ons and Kim Saylor – Product Marketer – Fixed Opera ons. Kim gave us the agenda that would be covered today:  Parts Event Report  Parts Transfer  Par al Quan ty

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Continued from Page 22  Copy Parts Setups  PartScan – Parts Tracking  PartScan – Credit Memo  CDK Service Kim covered each of these topics, in depth, to help us understand what CDK is offering as an OEM Business System.

CDK offered plenty of new informa on on the horizon and much more was discussed within the Q&A session.

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EliteExtra Con nuing to our next Suppor ng Vendor presenta on, we welcomed Elite Extra. Joining us from Extra was Ross Kleiner - Enterprise Account Manager and Jamie Hagen – Marke ng Manager. Ross covered some of the new features as well as several current features that EE has to offer. Discussed were: Return on Investment  Increased driver performance (fewer miles, less fuel) o GPS tracking, delivery me expecta ons  Delivery volume up, vehicle cost maintenance down o Op mized route sequencing, load balancing, route planning o Centralized Dispatch op on  Decrease in lost products – signature capture, return & COD tracking  eCommerce: incremental sales li , and first choice accelerant  Increase in customer sa sfac on o ETA’s to customer, staff o Customer Portal, API  Business Intelligence: Route Profitability and Efficiency repor ng (Scorecards!)

New Key Features Completed in 2016  Manager’s Scorecard o A MMG concept discussed in 2015 – How is the repor ng Engine doing?  Extra Warehousing o Track Parts picking and staging process  Parts Return Customer Portal o Be er track your returns  COD Payment Valida on o Dispatch, check-in, track COD payments  Vehicle Maintenance o Track upkeep of vehicles, get alerts/updates  PSX Integra on o Improved Customer Profitability

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Continued from Page 24  Redline – OSR Technology Partnership o Visit Redline in Extra’s Booth EXTRA 2017 and Beyond  EXTRA 4.0 Redefining Dispatch  Con nued mobile updates o Delivery – Scan valida on o Detailed parts return collec on o Self dispatching  Text and email alerts/no fica ons o ETA’s and deliveries o EXTRA mobile customer app  eCommerce Integra on 2.0 o Es mated delivery me o Returns authoriza on  Driver share rou ng o “Uber” Slash delivery expenses

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UPS Finishing up our Suppor ng Vendor Presenta ons for this day was another of our long- me vendors, UPS. Represen ng UPS was Tim Quinne e, Director of Sales – Automo ve & Industrial Sector. Subjects that Tim covered:  Renewal of Sponsorship for the Mopar Masters Guild  Damages/Quality  Direct Truckload Shipments  Mopar compe

ve rates

 Asking for our front end-office business  UPS Discrepancy Reports  UPS Freight/LTL  Special Projects  Logis c Opportuni es  Par cipant in all Mopar Dealer Conferences  Logis cs Ar cles in Mopar Masters Magazine  New Pricing for Next Day Air Le ers  New 5 Year Contract with FCA Tim encouraged feedback from everyone. He will be sending everyone a le er to reach out to our people in the front-end of the business to try and acquire some of their next-day business with be er pricing.

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This ended our Suppor ng Vendor Presenta ons. Our mee ng was adjourned and everyone had the night free to enjoy some me to themselves.

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Day 4 – Friday January 27th MMG 25th Anniversary Celebra on Event This day was an open day for a endees to visit the NADA Conven on or to enjoy what New Orleans offered during the day.

Our evening event was the Mopar Masters Guild’s 25th Anniversary Celebra on which was held at the Gordon Biersch Brewery in New Orleans. It was a great me had by everyone. Lots of mingling, talking, great food, great friends. We all got to see Mopar Masters Ole and Sharon Olson as well as Steve and CarolAnn Benoit.

(Remember, once a Master ALWAYS a Master!). We all enjoyed reliving and sharing memories of events from the past. A collage of photos from past MMG Mee ngs was played on a wide screen in the bar area for everyone to enjoy seeing many of those memories. Here are the pictures from that event!

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Continued from Page 34

Day 5 – Saturday January 28th Guild Business – Vendor Fair - Vendor Presenta ons We con nued our presenta ons of the previous day of What’s working/not working at your store. This was followed by discussions of future events and mee ngs with Mopar in Detroit. Watch for more informa on on these events in your email.

A er a short break we welcomed our Tier 2 Suppor ng Vendors in our Vendor Fair format. Each vendor was able to set up a loca on just outside our mee ng room.

Par cipa ng in this year’s Vendor Fair was:

 Corporate Billing LLC o Leif Founds – Execu ve VP of Sales o Jus n Barnes – Vice President

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 FenderBender/Ratchet+Wrench Magazine o Chris Messer – Publisher o Aus n Becker – Sales Manager – Regional Accounts

 Rousseau Storage o Benoit Toussaint – Sales Director – Rousseau Storage o Buddy Trammel, Trammel Equipment Co. – Automo ve Dealership Equipment Specialist

Continued on Page 37

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Continued from Page 36

 Autobody News o Barbara Davies – Co-Owner/General Manager

 Katzkin Leather o Doug Johnson, Director, OEM Development.

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A er our Vendor Fair and lunch, we con nued our Tier 1 Vendor Presenta ons.

OEConnec on Presen ng to our group next was another of our long me (founding) Suppor ng Vendors, OEConnec on.

Marvin Windham introduced the group who was represented by Ike Herman – Execu ve Vice President & Chief Product Officer, Jon F. Palazzo – Vice President & General Manager, Mechanical & Fleet SBU, and Gary Coveyou – Na onal Accounts Director.

Mr. Herman began with a brief history of OEC and then covered a few topics. They were:  OEC Dealer Portal  One Dealer/One Workflow for All Transac ons  OEC Dealer Portal Enhancement Phases  OEC Dealer Portal Marke ng Plan  No fica ons – Goal is to provide be er in-app, real me no ces for dealers  2017 Changes  Be er Market Condi ons  Be er Product  Be er Approach  Trends  More Control & Presence  Strategy  Current Ini a ves  MyPriceLink – Es mate Wri ng & Part Procurement

Jon Palazzo then gave us informa on on Mechanical SBU Updates.  Marke ng Research o Compara ve Shopping to help dealers be compe

ve

o Best Prac ces to drive dealer success  Organic SEO strategy o Content and keyword that drive the site’s organic SEO performance  Paid Search/SEM Strategy

Mopar Masters Guild Magazine

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Continued from Page 38 o Paid adver sing through various online channels o EX. Google Search, Bing Search, Google Shopping, Bing Shopping, Yahoo Search  Ongoing Performance Monitoring  Proac ve Performance Consulta on  Performance Coaching

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Dealer Tire Our next Suppor ng Vendor presenta on was from Dealer Tire who was represented by Todd Schreiber – Manager – Dealer Group & RTSA Manager and Eric Evanoff – Director - Field Opera ons USA.

•

Todd covered Tire Performance for 2016

•

Ba ery Performance for 2016

•

Tireworks presents OHTSU Tires for used vehicles

•

New Addi on – 80 psi Approved

•

Tire Assembly Packages

•

Compe

•

Points Plus

veness

Todd then introduced the always interes ng and exci ng Eric Evanoff. Eric is always inspiring and exci ng to listen to and today was no different. Subjects Eric covered:  The Cleveland Quiz!  Moving into new HQ  Unbroken streak of YOY growth  DT Selling Tires in China  Indians AL Champions!  Key Market Trends Overview  New Vehicle sales/UIO  Replacement re demand  Raw material prices  Gas prices  Miles driven  Field Training  Dealer Tire’s Four Pillars of Learning o Self-Paced Digital Training o Visual Instructor-Led Training o Instructor-Led Training o In-Dealership Coaching and Support

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Continued from Page 40 Todd and Eric led a discussion of ques ons and answers before Eric made the announcement that he would be re ring this year a er many years in the business. While many were disappointed, Eric assured everyone that he is ready for re rement and is looking forward to spending a lot more me with his family.

Eric, the Mopar Masters Guild wishes you nothing but blessings as you enter this new por on of your life.

You will always be a true professional to us!

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AER Sales Next up was our Suppor ng Vendor, AER Sales represented by good friend and long me supporter of the Mopar Masters Guild, David Carroll – Na onal Program Manager.

David thanked us for the me to present to the group and gave us an update of his transi on to AER. Updates from David:  $19M of inventory on order  $12M in inventory  32 Warehouses now in play  31 dedicated “Mopar only” sales team members  Dealer training modules for outside sales, wholesale and retail  Joint dealer IRF/Fleet sales calls o Over 33,400 IRF/Fleet calls conducted in 2016  Building Brand awareness  Dealer stocking incen ves  IRF/Fleet specific programs  Availability  Improved distribu on with increased same day delivery (within 50 miles of facing warehouse)  Support all Mopar Powertrain related programs  Con nue as a Suppor ng Vendor to the MMG  Grow and Earn 2017

There will be so much more to share in the coming days concerning the 2017 Partner Dealer Program as well as new incen ves and Sweepstakes. Watch for them soon!

David then led the Q&A session.

Continued on Page 43

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Continued from Page 42

KIS Product Solu ons Our last presenter of the day is our newest Suppor ng Vendor, KIS Product Solu ons represented by Tom Schnell - Strategic Business Performance Leader.

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Continued from Page 43 Tom began his presenta on addressing the guild asking for the guild’s help in increasing sales. The MMG represents a small frac on of KIS’ sales and the product that they offer should be of be er need for our dealerships.

Tom covered car sales and the percentages of what could be placed on a vehicle when the “want” of a new car customer is there. “Amazon is coming a er the accessory market.” Says Schnell. “Partner with your service, sales and GM. You can make more money selling these accessories. 50% of new car buyers want be er car audio! In 2014, 20% of consumers would buy a vehicle over another if it had be er audio. In 2016 that number grew to 37%.” he con nued.

Tom then gave us informa on to send in our orders and promised us that he will be contac ng each and every one of us to help us sell audio and other accessories which in turn will help all of us put more money to our bo om line.

Continued on Page 44

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Continued from Page 44 This ended our 25th Anniversary Mee ngs for 2017.

President Susan McDaniel then made a mo on to bring our mee ng to a close.

We look forward to seeing all of you and hopefully more as we begin the next 25 years of The Mopar Masters Guild

See you in 2018 in Las Vegas

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Your one call for all things Audio...and more!

WHAT ARE YOU LOOKING UP TO?

WWW.KISPRODUCTS.COM OR 817.919.0190 INTRODUCING THE…

SOUNDBAR XL

JEEP WRANGLER 2011 Ͳ CURRENT

KISͲ CONFIDENTIAL & PROPRIETARY Ͳ 2016

Mopar Masters Guild Magazine

Leaders in the Sale of Quality Mopar Parts

Your one call for all things Audio...and more!

49

WWW.KISPRODUCTS.COM OR 817.919.0190

WINDOWS DOWN, TOP OFF? CAN’T HEAR YOUR SOUND? WANT $500+ MORE PROFIT…ALL IN A 7 MINUTE INSTALL? THIS IS IT! DOUBLE YOUR SOUND EXPERIENCE WITH OUR PREMIUM SOUNDBAR XL!

1.

Best-In-Class Premium Sound – 4 x speakers along with 4 x tweeters = Dynamic Sound. Works great without an Amp attached. Add this sound bar to your basic Jeep radio and you’ve got dynamic sound from your existing system. With the included amp plug, you can also connect to an upgraded sound system just as easy, for that next level sound experience.

2.

RGB LED’s – Allow you to select multiple colors via the KIS Color Command remote. Select your favorite color or let the sound bar auto scroll through the color spectrum.

3.

Easy Installation – The entire sound bar is Plug ‘n Play. Simply remove 6 screws, unplug the old one, plug ours in and put the screws back in. Literally it’s 7 minutes & Done!

4.

KIS Styling – We take great pride in creating a sound bar that looks as good as it sounds. With its super clean finish and some bad-to-the-bone grills, you will love showing this bad boy off.

RGB LED’S WITH INCLUDED REMOTE CONTROL PROVIDES 16 COLOR OPTIONS ALONG WITH FUN FUNCTIONS LIKE FLASH, STROBE & MORE!

MOPAR MASTERS GUILD IS IMPORTANT TO US, ANY QUESTIONS OR OPPORTUNITIES; PLEASE CONTACT OUR OWNER, TOM SCHNELL ANYTIME AT: 817.919.0190 support@kisproducts.com KISͲ CONFIDENTIAL & PROPRIETARY Ͳ 2016

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COMPLETE SOLUTIONS THAT CONSUMERS WANT!

WWW.KISPRODUCTS.COM OR 817.919.0190

TAKE IT HOME COMPLETELY READY TO ENJOY! NAVIGATION, BLUETOOTH & BACKͲUP CAMERA

JEEP WRANGLER 2011 Ͳ CURRENT

PREͲSTART/REMOTE START

DYNAMIC SOUND & INTERIOR COLORED LIGHTS

SPECIFICATION SHEET (v100916)

Mopar Masters Guild Magazine

KISͲ CONFIDENTIAL & PROPRIETARY Ͳ 2016

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THE FUTURE IS HERE

THESE AREN’T YOUR GRANDPA’S MAGAZINES 02.17

FENDERBENDER.COM / FEBRUARY 2017

PARTS

The secret to solving your parts inventory problem

STRATEGIES & INSPIRATION FOR AUTO CARE SUCCESS

PAGE 36

MAKE DIAGNOSTIC SCANS WORTH THE INVESTMENT

SECURING THE FUTURE

PAGE 4 3

COLLISION

Drive-through estimating done simply—and profitably PAGE 44 The Complete Solution for Parts, Service and Collision Success

PAGE 71

THE ART OF

INSPECTIONS

ENSURE TOP JOB CANDIDATES

BEFORE YOU INTERVIEW PAGE 55

HOW A DIGITAL INSPECTION STRATEGY CAN DRIVE A DRAMATIC ARO BOOST

Reshaping the way students and parents think about collision repair

PAGE 38

MAX YOUR RETURN ON

SOCIAL MEDIA MARKETING

PAGE 6 9

WHY SMALL WINS ARE SOMETHING TO CELEBRATE

Transform tire sales from a hindrance into a profit booster

PAGE 40

PAGE 72

ESSENTIAL STEPS FOR MANAGING MILLENNIALS

Strategies & Inspiration for Collision Repair Success

SERVICE

MAKE MAINTENANCE A

MONEYMAKER

PAGE 62

PAGE 4 8

Advanced Approach AJ Nealey’s commitment to technology has made his shop, Nealey Auto Service, a standout in its Maryland market.

Part of the Solution Anna Michalski, a student at Western Area Career & Technology Center, visits high schools and junior highs to spark interest in collision repair and dispel misconceptions.

[OEM] THE

INFLUENCE HOW YOUR OPERATION CAN BREAK DOWN BARRIERS AND THRIVE

W FENDERBENDER.COM

PAGE 20

MIKE ANDERSON’S GO-TO SOURCES FOR OE UPDATES

MITCH SCHNEIDER ON

ACCEPTING SUCCESSION

PAGE 75

PAGE 8 3

W

FENDERBENDER.COM

F I X E D O P S B U S I N E S S.C O M

/

A R P I L 2 017

RATCHETANDWRENCH.COM

RATCHETANDWRENCH.COM

FIXEDOPSBUSINESS.COM

WE ARE A PROUD SUPPORTER OF THE MOPAR MASTERS GUILD. ©2017 ALL RIGHTS RESERVED.

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llar.

do for

nd ar ne a — doll i l n o r’s tch ate .. ppe ce ma o h bor t level s n a l e l a i r o x e e c e r p e he n vice Wh ore ex ser ip to t t s d in s an ersh n. sale r deal e r ate petitio i u e t o h n y W re com ush iffe n d om the to p a c you ip fr ere alersh h W r de you

DRIVE YOUR FUTURE

#DealershipNOW ©2017 CDK Global LLC | CDK Global is a registered trademark of CDK Global, LLC. 16-4552

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IN THE DEALERSHIP WORLD,

THERE ARE A LOT OF

MOVING PARTS. But how can you keep track of all those parts?

(NADA Data)

Improve your parts management through scanning — at three critical stages:

#

1

Receipting Parts

• Quickly and easily add parts into inventory from the OEM • Track them through the parts department to make sure that they end up in the proper location. No more wasting time searching for parts!

#

2

Selling/Picking Parts

• Scan all the parts on an invoice to ensure you’ve picked all of the parts for the order • Scan parts as you put them on the truck to be delivered Additionally, there are solutions available that allow you to track the order as it’s being delivered.

At any time, customers can log in to a site and check the status of a delivery.

#

Parts from Customers 3 Returned

• Scan the part that’s returned into inventory (if it’s not damaged) — and generate a credit memo for your customer • Track the part through the parts department until it’s returned to the right place

Using a part scanning solution saves time, increases the accuracy of your parts inventory and improves overall parts department management.

©201 ©2 2017 CD DK Global LLC C | CDK CD DKK Gloobaal iss a regis gii tereed trrademar adem emarkk of CDK CDK Globa Global,l, LLC LLC. 16-455 16 4552

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S. ALE S S ER NT. WH IVE E R M D R GE STE NA MA A N A YM UC P SHI E YO TOR R E LER A E WH V E N D UR .

IN E YO ION T A I T T I N E T E ER DIFF O M P AN C C YOU HE ERE M T WH FRO IC ERV ES

E

DRIVE YOUR FUTURE ©2017 CDK Global LLC | CDK Global is a registered trademark of CDK Global, LLC. 16-4552

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Leaders in the Sale of Quality Mopar Parts

55

AER Sales and Fred Jones Enterprises your Mopar Powertrain Network.

70+ Years of Automotive Experience Breadth of Inventory Rapid Delivery Powertrain Sales Staff Dealer Training Marketing Support Incentive Programs Opportunity Stability Commitment to business growth

Partners in Powertrain

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January - February 2017

Grow and Earn 2017 Earn at each level. $30,000 = 10 x $10.00 gas cards $50,000 = 6 x $25.00 gift cards $100,000 = 300.00 Visa gift cards $200,000 = $1000.00 Bass Pro gift card $300,000 = $1500.00 Marketing funds $400,000 = $3500.00 Travel voucher (Cruise) * Each additional $400,000 earns another trip

Mopar Masters Guild Magazine

Program Details: Enrollment required All incentives subject to 1099 Program runs from 1Ͳ1Ͳ17 until 12Ͳ31Ͳ17 All Powertrain Network sourced (invoiced) parts count towards promo

Leaders in the Sale of Quality Mopar Parts

57

2017 Partner Dealer Program What AER/ FJE provides

Personalized Attention to YOUR Dealership Minimum 2 Days of Personal Sales Assistance monthly Intense FOCUS on Sales Growth thru IRF/Fleet sales calls Quarterly Sales & Product Training Sales Blitz Support & Participation Quarterly Ongoing Support for all aspects of sales growth, Powertrain Minimum 6 month commitment

What Partner Dealer provides

Agree to FOCUS on Powertrain Sales Promote Powertrain thru Outside Sales Efforts Min. 1 day per week, 2 days per month with AER /F JE and 2 on own Attend Quarterly Sales & Product Training PromoteͲHost Sales Blitz Quarterly Stock minimum of 3 units or $7,500 in Powertrain Product Enroll in all FCA ͲMopar Powertrain Programs Minimum 6 month commitment

Bonus Achieve Powertrain Sales Target & Receive a trip to AER Manufacturing Plant in Carrollton, Texas Receive Plant tour, updated (advanced) product knowledge and sales training for Parts manager or outside sales rep!

Attend Group Activity! Fun, knowledgeable & Profitable

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Route. Track. Manage. Profit!

It was great to see everyone that stopped by our booth at

ƚƌƵůLJ ĂůůͲŝŶͲŽŶĞ ƌĞĂůͲƟŵĞ 'W^ ƚƌĂĐŬŝŶŐ ĂŶĚ ƌŽƵƟŶŐ ƐŽůƵƟŽŶ͘ WůĂŶ ĂŶĚ ƌŽƵƚĞ ĚŽnjĞŶƐ Žƌ ƚŚŽƵƐĂŶĚƐ ŽĨ ĚĞůŝǀĞƌŝĞƐ ŝŶ ŵŝŶƵƚĞƐ ǁŝƚŚ ůŝƚĞ ydZ ͛Ɛ ǁĞďͲďĂƐĞĚ ƐŽŌǁĂƌĞ͘ ydZ ĐƌĞĂƚĞƐ ŽƉƟŵĂů͕ ĐŽƐƚͲ ƐĂǀŝŶŐ ƌŽƵƚĞƐ ĂŶĚ ĚŝƐƉĂƚĐŚĞƐ ƚŚĞ ŵĂŶŝĨĞƐƚ LJŽƵƌ ĚƌŝǀĞƌ͛Ɛ ŵŽďŝůĞ ĚĞǀŝĐĞ͘ ƌŝǀĞƌƐ ĂƌĞ ƚƌĂĐŬĞĚ ƚŚƌŽƵŐŚ 'W^ ŽŶ ƚŚĞŝƌ ĚĞǀŝĐĞƐ͕ ƉƌŽǀŝĚŝŶŐ ĐŽŵƉůĞƚĞ ǀŝƐŝďŝůŝƚLJ ĂŶĚ ĂŶ ĞƐƟŵĂƚĞĚ ƟŵĞ ŽĨ ĚĞůŝǀĞƌLJ ƚŽ LJŽƵƌ ĐƵƐƚŽŵĞƌ͘ ydZ ǁŝůů ƚƌĂŶƐĨŽƌŵ LJŽƵƌ ĚŝƐƉĂƚĐŚ ĂŶĚ ĚĞůŝǀĞƌLJ ŽƉĞƌĂƟŽŶ ŝŶƚŽ ĂŶ ĂƵƚŽŵĂƚĞĚ ĂŶĚ ŝŶƚĞŐƌĂƚĞĚ ƚƌĂĸĐ ĐŽŶƚƌŽů ĐĞŶƚĞƌ͕ ŝŶĐƌĞĂƐŝŶŐ ƉƌŽĚƵĐƟǀŝƚLJ ĨŽƌ LJŽƵƌ ĚŝƐƉĂƚĐŚĞƌƐ ĂŶĚ ĚƌŝǀĞƌƐ͕ ƉƌŽǀŝĚŝŶŐ ŵŽƌĞ ǀŝƐŝďŝůŝƚLJ ĨŽƌ LJŽƵƌ ĐƵƐƚŽŵĞƌƐ͕ Ăůů ǁŚŝůĞ ƌĞĚƵĐŝŶŐ ǀĞŚŝĐůĞ ĂŶĚ ĨƵĞů ĞdžƉĞŶƐĞƐ͘

,ĞƌĞ ĂƌĞ ƐŽŵĞ ƌĞĂůͲůŝĨĞ ZK/ ĞdžĂŵƉůĞƐ ĨƌŽŵ ydZ ƵƐĞƌƐ͕ ǁŚŽ ŽŶ ĂǀĞƌĂŐĞ ĞdžƉĞƌŝĞŶĐĞ Ă ϭϱй ŝŶĐƌĞĂƐĞ ŝŶ ĞĸĐŝĞŶĐŝĞƐ ĂŶĚ Ă ϭϱй ĚĞĐƌĞĂƐĞ ŝŶ ĨƵĞů ĐŽƐƚƐ͗

16% Increase in Parts Delivered in four months of using EXTRA; amount of time at locations cut in half

19% Reduction in Costs on route deliveries after four months of using EXTRA

50% Improvement in Miles on Routes by a large market user after only nine months of using EXTRA

$4,065 Fuel Savings Monthly after six months of using EXTRA

www.EliteEXTRA.com

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Congratulations to MMG for 25 years of innovation, invention and introductions!

Proud to be a member since 2011.

We’ve valued your input and ideas as a Tier 1 member and enjoyed great camaraderie and collaboration on how to make Elite EXTRA the best in class.

Cheers to all of the members for their continued devotion to their industry colleagues and their vendors. We wouldn’t be where we are without you!

Cheers with beers to 25 years MMG!

www.EliteEXTRA.com

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IT’S ALWAYS RUSH HOUR ONLINE – Let us direct traffic your way with ConsumerLink® Pro.

ConsumerLink Pro makes it easy for you to sell OE parts to online shoppers. Take advantage of our inhouse marketing specialists that drive buyers to your storefront 24 hours a day, 7 days a week.

Call us today at 844.340.8842 or visit OEConnection.com/CML2016 to learn more.

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CONNECTING BUYERS AND SELLERS OF OE PARTS INVENTORY &xpand your PQUJPOT XJUI VT

"MMPX VT UP NBLF UIF DPOOFDUJPO GPS ZPV BOE TBWF UJNF XJUI 1BSUT#SPLFS%JSFDUÂ¥. We use our extensive EFBMFS network to match buyers with sellers PG 0& QBSUT JOWFOUPSZ "ll business decisions SFNBJO in your hands. We FYJTU to help you keep your inventory moving.

Visit OEConnection.com/PBD or call today 888-776-5792 PQUJPO 4

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I N T R O D U C I N G T H E N E W M O PA R

VEHICLE PERSONALIZATION CENTER BACK FRONT

42” OR 32” SIZE OPTIONS AVAILABLE! Engaging ggraphics reflect yyour dealership’s brand offering

42” Touchscre eeenn een Touchscreen

Create a vehicle personalization destination within your showroom Snap-on and Insignia Group are proud to offer accessory selling software and two different sizes of the VPC to fit the needs of your dealership.

In nte t grra Integrated Literature Holder

To learn more about the VPC, Service, Support and Hardware or how to order, please visit: sbs.snapon.com/mopar-vpc Questions? Call 888.543.0894

*Eligible to use Mopar One funds towards Kiosk and Insignia software purchase.

SNAP-ON EPC 5 FOR FCA HAS ARRIVED! Your EPC. Your parts information. Online or offline.

The all-new Snap-on EPC 5 for FCA. Evolution through simplification. Built to help you get the parts information you need, when you need it. This is our easiest, most efficient EPC to date.

Multiple Jobs

Advanced Parts Data Content

Detailed Illustrations

Vin Filtering

Streamlined User Interface

For more information about Snap-on EPC 5 for FCA please call: 888.543.0894 or visit sbs.snapon.com/parts/epc-5-fca-about

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UPS Dealer Services drive better performance Receive exclusive MarketCenter dealer discounted pricing on: • Small package/parcels shipped via domestic ground/air and international services - Savings up to 20% for ground shipping - Savings up to 50% for air shipments

Reduce returns costs • Ensure compliance by controlling speed and cost of inbound shipments.

• UPS Returns® services provide you and your customers full visibility and tracking for return shipments.

Improve operational efficiency Quantum View® technology allows you to track your inbound and outbound UPS shipments, customize reports and keep your customers informed of shipment status or potential delays.

Simplify processing and billing UPS Billing Center allows you to receive and view your invoices faster, pay online and create reports to track shipping costs.

Streamline online sales Turnkey solutions offered by UPS Ready® Marketplace Providers allow you to strengthen just about every aspect of your online offering – from website development to order management tools to streamline your orders from all sales channels.

To enroll, visit www.DealerCONNECT.com or visit the FCA US Market Center site located within Dealer Connect.

To learn more about UPS’s Market Center Shipping Advantages: Contact the UPS support line at 1-800-567-9989.

© 2016 United Parcel Service of America, Inc. UPS, the UPS brandmark and the color brown are trademarks of United Parcel Service of America, Inc. All rights reserved. 10/16

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Accessories

Experience Accessories 9 out of 10 drivers buy some kind of accessory and most do so within 90 days of the vehicle purchase. 75% of consumers prefer to buy those accessories at the dealership and 60% spend more than $1,500.1

Current Reality 0U [OL H]LYHNL NYVZZ WYVÄ [ VM H UL^ JHY ZHSL ^HZ HIV\[

Today, it is less than 4%2 7YVÄ [ WV[LU[PHS JVU[PU\LZ [V KLJSPUL THRPUN UV^ [OL [PTL MVY KLHSLYZOPWZ [V PTWSLTLU[ H UL^ WYVÄ [ center. Auto accessories is a $40 billion industry. Currently dealerships only represent about 5% of the market. Isn’t it time you grabbed a bigger piece of the pie?

Market Pressures 4VZ[ JVUZ\TLYZ HYL \UH^HYL KLHSLYZOPWZ ZLSS HJJLZZVYPLZ ZPUJL they are usually not presented at the time of vehicle purchase. Most WLVWSL KV UV[ L]LU RUV^ ^OH[ VW[PVUZ HYL H]HPSHISL MVY [OLPY ]LOPJSL Accessory manufacturers lack the ability or the market access to THRL JVUZ\TLYZ H^HYL 0UMVYTH[PVU ZOHYLK IL[^LLU Z\WWSPLYZ distributors, and dealers is minimal or non-existent leaving dealers

PU [OL KHYR VU ^OH[ [VVSZ HUK WYVJLZZLZ [OL` ULLK [V PUJVYWVYH[L accessories into their business. Yet, over 90% of drivers buy accessories for their vehicles, and most do so within 90 days.

This three-month period is crucial and could mean 50% more WYVÄ [ for the parts department.

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Nick Short General Sales Manager Landmark Chrysler Jeep :WYPUNÄ LSK 03

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rr.reyrey.com/addonauto | 888.781.3020 © 2017 The Reynolds and Reynolds Company. All rights reserved. 1068343 2/17

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

66

January - February 2017

Montana Repairer’s Diagnostics Study Shows ‘dash light’ myth, need for pre- and post- scans For months, a Montana collision repairer kept sta s cs on his three shops’ repair orders to examine the necessity of pre- and post-repair scanning and whether the dash light can serve as an indicator of fault codes.

His findings from scanning more than 200 vehicles and comments in interviews this year bear out what OEMs have been saying: Vehicles require scanning, and the dash light is for customers, not auto repair professionals.

McDonnell Group President Ma hew McDonnell, who uses one of Collision Diagnos c Services’ asTech devices, shared the results with us last month. They’re presented here with the customers, insurers, and repair order numbers redacted to protect privacy, and minor stylistic edits for easier sorting. Gaps in the data typically indicate vehicles received at the shop but which have not yet received a particular step in the repair process.

Here are some of the highlights of the study, which presents a template for other data-driven repairers to follow: 

Only about 14 percent of the 216 vehicles McDonnell’s staff scanned actually had a dash light on when it came into the shop. “About half of these dash lights were Tire Pressure Monitor and/or maintenance lights not related to the repair,” McDonnell wrote in an email.



About 80 percent of the vehicles without a dash light showing posted at least one fault code when scanned prior to the repair. Some threw as many as 13. “Scanning a vehicle (only) when there is a dash lamp is a myth and considered dangerous,” McDonnell wrote.



Vehicles with fault codes but no dash lights encountered at the shop reached as far back as 2006 and into the 2017 model year (two Ford Escapes). OEMs say this condi on can extend at least as far as the OBD-II standard in 1996.



They included OEMs which had issued posi on statements on scanning and ones which hadn’t. The latter included makes such as Subaru, Ford/Lincoln, Audi, Mazda, Mitsubishi, Volkswagen, Kia. Also blasts from the past like a 2008 Saturn Vue and 2009 Pon ac G6.



Post-repair scans found numerous addi onal faults, which is not surprising as the repair process itself generates fault codes. The record appears to have been claimed by a 2015 GMC K1500 Yukon, which amazingly came in with zero fault codes but had 107 following an extensive repair. (Severity was more than $16,000.)

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Continued from Page 64

The History McDonnell said the scan study was a logical offshoot of an earlier a empt to study how well his es mators matched up, following a complaint that “your es mators are too different.” He found a difference spanning several hours in their labor mes, and concluded, “This isn’t good.” “We really got calibrated,” he said, doing an extensive study of P-pages and OEM requirements. The McDonnell Group later took an interest in scanning, and decided to perform a similar study to analyze the issue. “We were really the p of the spear here,” said McDonnell, who pointed out that scanning didn’t have the industry a en on at that point.

The shop had an asTech scanner — “We just got lucky,” McDonnell said, by having something that could act like an OEM tool from the start — and it began to scan everything, comparing codes at intake with codes following the repair.

49 out of 50 cars came back with codes related to the repair or collision, which McDonnell called “another ‘Oh crap,’ moment.”

At that point, the McDonnell Group decided to check dash light data as well and collect subsequent findings in the spreadsheet. Technicians found that a vehicle typically needed a “pre y hard hit” before dash lights would appear. (McDonnell’s chart also details tow-in and five-figure repairs brought into the shop without dash lights but with pre-scan codes.) Some OEMs, such as Nissan, only strongly recommend pre-repair scanning — but don’t mandate it. However, McDonnell said his technicians “live and die by the prescan” and the details it provides them about modules and parts requiring a en on.

If you waited un l the end of the repair to scan the car and found, “we have to replace this, this and this,” and start tearing the car back apart to do so, “who’s going to pay us to do that?” he said. (Not to men on the impact such a rework would have on cycle me, customer sa sfac on and rental car bills — all of which affect an insurer as well.)

McDonnell’s study didn’t track dash lights encountered following the repair. “It makes me want to redo my Excel spreadsheet,” he said when asked about this. However, asked if his staff saw many vehicles with a dash light on post-repair, he said “most mes, no.” As the data shows, diagnos c codes s ll existed unseen within the system. McDonnell said that while there are “s ll guys saying it,” the misconcep on that diagnos c trouble codes always trigger dash lights seems to be dying among insurers.

Source: www.RepairerDrivenNews.com

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68

January - February 2017

Regulation Endeavors to Keep Pace with Technological Developments The Automo ve Service Associa on (ASA) reports that with the state legisla ve season in full swing in many states, new automo ve technologies, including vehicle-to-vehicle (V2V) and vehicle-to-infrastructure (V2I) communica ons, driver assistance and automated vehicles (AV), are the focus for policymakers.

Since the beginning of the 2017 legisla ve session, there have been several bills introduced addressing self-driving vehicles and vehicles with varying levels of automa on. One such bill is New Jersey’s Senate Bill (SB) 2895, introduced by State Sen. Nia Gill, D-34. SB 2895 clarifies that owners of self-driving motor vehicles must ensure that their vehicles comply with all exis ng insurance requirements. In this case, “self-driving” is defined as a vehicle that is “capable of opera ng without ac ve control or monitoring by a human operator.”

This movement is not unique to the states. In September 2016, the U.S. Department of Transporta on (DOT) issued federal policy guidelines for automobiles. The Na onal Highway Transporta on Safety Administra on’s (NHTSA) and DOT have both published items to regulate V2V communica ons.

AV technology also has captured the a en on of congressional lawmakers. At the end of 2016, the U.S. House Commi ee on Energy and Commerce conducted a series of hearings on technological issues, including self-driving vehicles and connected devices.

With new technologies expanding at an exponen al rate, policymakers are le playing catch-up in terms of regula on. ASA an cipates many more technology-specific bills over the course of the next few years as the legisla ve process a empts to keep pace with the rate of technology development.

Source: www.BodyShopBusiness.com

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Body shops’ RICO case against insurers active again; see status of other states’ lawsuits Middle District of Florida Judge Gregory Presnell has agreed to resume two auto body shops’ RICO case against various major insurers.

Presnell on Dec. 22, 2016, stayed five cases from various states which a federal panel had consolidated before his court.

All five involve collision repairers suing insurers for allegedly trying to ar ficially deflate auto body compensaon and interfering with repairer businesses. However, the Crawford’s Auto Center and K&M Collision v. State Farm et al case filed by Pennsylvania and North Carolina repairers takes a different legal approach than the other four lawsuits — a point made by its plain ffs in their mo on Jan. 19 to end the stay.

Presnell appears to have agreed with the shops that he was incorrect to equate the Racketeer Influenced and Corrupt Organiza ons Act Crawford case with the other four Sherman An trust Act lawsuits.

Those four cases s ll remain on hold, pending an upcoming Eleventh Circuit Court of Appeals decision on Presnell’s earlier an trust rulings.

The remaining state cases are AASP-Pennslyvania et al v. State Farm et al and AASP-PA et al v. Erie in Pennsylvania, Only One et al v. State Farm et al in Alabama and Kallemeyn et al v. 21st Century et al in Illinois.

“The above referenced cases are s ll pending before me with outstanding mo ons to dismiss,” Presnell wrote Dec. 22, 2016. “Resolu on of the cases on appeal will likely resolve the an trust claims in these cases.”

That might sound like pu ng the cart before the horse, but those four cases follow a similar template to several collision repairer cases on appeal before the Eleventh Circuit a er Presnell threw out their Sherman An trust Act price-fixing and boyco claims and numerous but not all state claims for good.

Five cases were consolidated together before the appeals court: Campbell v. State Farm (Kentucky), Lee Pappas v. State Farm (Virginia), Quality Auto Pain ng v. State Farm and Ul mate v. State Farm (New Jersey) and Concord v. State Farm (Missouri). The quintet’s appeal was originally tenta vely scheduled to be heard the week of March 27, but the Eleventh Circuit has since belayed that, and the cases remain unscheduled.

The appeal accuses Presnell of overly relying on the arguments of the defendant insurers and giving short shri to the plain ffs. The appellant shops also disparaged his applica on of Virginia, Kentucky, New Jersey and Missouri state law.

Three more cases are in various stages of the appellate process following Presnell’s refusal to reconsider termina ng them: Alpine v. State Farm (Utah), Indiana Autobody Associa on v. State Farm (Indiana) and Auto Alignment v. State Farm (Mississippi, formerly tled Capitol v. State Farm).

Two Louisiana shop v. insurer cases also appealed, but for now have petered out in the Eleventh Circuit and are at least for now closed.

S ll other states’ cases are either s ll ac ve in Presnell’s court, or have not yet appealed despite being partly or completely dismissed with prejudice.

Source: www.RepairerDrivenNews.com

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70

January - February 2017

Takata Pleads Guilty and Pays $1 Billion in Criminal Penalties for Airbag Scheme Three Takata Execu ves Charged with Wire Fraud and Conspiracy Tokyo-based Takata Corpora on agreed to plead guilty to wire fraud and pay a total of $1 billion in criminal penal es stemming from the company’s fraudulent conduct in rela on to sales of defec ve airbag inflators. An indictment was also unsealed charging three Takata execu ves with wire fraud and conspiracy in rela on to the same conduct.

U.S. A orney Barbara McQuade of the Eastern District of Michigan, Chief Andrew Weissmann of the Fraud Sec on of the Jus ce Department’s Criminal Division, Special Agent in Charge David P. Gelios of the FBI’s Detroit Field Office and Inspector General Calvin L. Scovel III of the U.S. Department of Transporta on Office of Inspector General made the announcement. “Automotive suppliers who sell products that are supposed to protect consumers from injury or death must put safety ahead of profits,” said U.S. Attorney McQuade. “If they choose instead to engage in fraud, we will hold accountable the individuals and business en es who are responsible.” “For more than a decade, Takata repeatedly and systema cally falsified cri cal test data related to the safety of its products, pu ng profits and produc on schedules ahead of safety,” said Fraud Sec on Chief Weissmann. “This announcement is the latest in the automo ve industry enforcement ac ons the Fraud Sec on has taken to protect U.S. consumers against fraud.”

“Today’s criminal charges of the Takata Corpora on and three of its employees should be a reminder to other corpora ons and their employees that if they commit fraud, the FBI and its law enforcement partners will ensure they are held accountable for their ac ons,” said Special Agent in Charge Gelios.

“Whether it is the manipula on of test results which impact customer safety, defec ve product development or any other type of fraud, we will con nue to aggressively inves gate corporate fraud allega ons to protect consumers in the United States and elsewhere.” “I offer my deepest sympathies to the families and friends of those who died and to those who were injured as a result of the Takata Corpora on’s failure to fulfill its obliga on to ensure the safety of its airbag systems,” said Inspector General Scovel. “Because safety is and will remain the highest priority for my office, we will con nue to work relessly with our law enforcement and prosecutorial partners in pursuing those who commit criminal viola ons of transporta on-related laws and regula ons.

Along with similar se lements with General Motors in September 2015 and Toyota in March 2014, today’s agreement makes clear to all auto manufacturers and parts suppliers their duty in keeping the public safe.”

According to the company’s admissions, in the late 1990s, Takata began developing airbag inflators that relied upon ammonium nitrate as their primary propellant. From at least in or around 2000, Takata knew that certain ammonium nitrate-based inflators were not performing to the specifica ons required by the auto manufacturers. Takata also knew that certain inflators had sustained failures, including ruptures, during tes ng.

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Nevertheless, Takata induced its customers to purchase these airbag systems by submi ng false and fraudulent reports and other informa on that concealed the true condi on of the inflators.

This fraudulent data made the performance of the company’s airbag inflators appear be er than it actually was, including by omi ng that, in some instances, inflators ruptured during tes ng.

Takata employees – including a number of key execu ves – rou nely discussed the falsifica on of test reports being provided to Takata’s customers in email and in verbal communica ons.

Even a er the inflators began to experience repeated problems in the field – including ruptures causing injuries and deaths – Takata execu ves con nued to withhold the true and accurate inflator test informa on and data from their customers.

Takata has agreed to plead guilty to a one-count criminal informa on filed January 13 in the Eastern District of Michigan and assigned to U.S. District Judge George Caram Steeh, charging the company with one count of wire fraud. Under the terms of the agreement, Takata will pay a total criminal penalty of $1 billion, including $975 million in res tu on and a $25 million fine.

Two res tu on funds will be established: a $125 million fund for individuals who have been physically injured by Takata’s airbags and who have not already reached a se lement with the company, and a $850 million fund for airbag recall and replacement costs incurred by auto manufacturers who were vic ms of Takata’s fraud scheme. A court-appointed special master will oversee administra on of the res tu on funds. Takata has also agreed to implement rigorous internal controls, retain a compliance monitor for a term of three years and cooperate fully with the department’s ongoing inves ga on, including its inves ga on of individuals.

The three Takata execu ves – Shinichi Tanaka, 59; Hideo Nakajima, 65; and Tsuneo Chikaraishi, 61, all Japanese ci zens – were each charged in an indictment filed on Dec. 7, 2016, in the Eastern District of Michigan with one count of conspiracy to commit wire fraud and five counts of wire fraud for their alleged conduct in connec on with the above-described fraud scheme.

Source: www.CollisionWeek.com

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January - February 2017

2017 20 17 M MG M G Committee Com m i t t eess Officers:

Execu ve Commi ee - All Officers Including:

President - Susan McDaniel - Bill Luke CJD – Phoenix, AZ Vice President - Andy Reed - AutoNa on DCJ – North Richland Hills, TX Treasurer - J.D. Ipsen - Ken Garff West Valley CDJR - W.Valley City, UT Secretary - Ma Jarvis - Bald Hill DCJR - Warwick, RI

Marvin Windham - Benchmark CJD – Birmingham, AL Rick Monteiro - Jack Powell CJD – Escondido, CA Joe McBeth - Dallas DCJ – Dallas, TX Paul Allred - Stateline CJD – Fort Mill, SC Gerry Oakes - Baxter CJD - Omaha, NE Dan Hu on - Tom O’Brien - Greenwood, IN Rick Cutaia - Rick Hendrick DCJR – Charleston, SC

Commi ees: Nada 2017 Planning

Newsle er/Website/Social Media

Casey Brown - Autona on CDJ - Katy, TX

Don Cushing - Mopar Masters Magazine

Finance Commi ee

Vendor Chairmen

J.D. Ipsen - Ken Garff West Valley CDJR - W.Valley City, UT Susan McDaniel - Bill Luke CJD – Phoenix, AZ Rick Cutaia - Rick Hendrick DCJR – Charleston, SC

Paul Allred - Stateline CJD - Fort Mill, SC Mike Opperman - Baxter CJD - Omaha, NE

Vendor Commi ees CDK Global

Reynolds & Reynolds

Andy Reed - Allen Samuels DCJ – North Richland Hills, TX (Chairman) Paul Allred - Stateline CJD – Fort Mill, SC Mike Opperman - Baxter CJD - Omaha, NE Mick Padgeon - Fred Beans Parts - Doylestown, PA Rick Cutaia - Rick Hendrick DCJR – Charleston, SC Rick Monteiro - Jack Powell CJD – Escondido, CA (ALT)

Marvin Windham - Benchmark CJD – Birmingham, AL (Chairman) Susan McDaniel - Bill Luke CJD – Phoenix, AZ Alan Yancey - Hayes CDJ - Alto, GA Ed Lueras - Perkins Mtr. Co. - Colorado Springs, CO Kent Cogswell - Jack Phelan CDJR - Countryside. IL

OEConnec on/Snap On

Dealer Tire

Dan Hu on - Tom O’Brien CJD – Greenwood, IN (Chairman) Paul Allred - Stateline CJD – Fort Mill, SC Steve Hofer - Park CJ – Burnsville, MN Robert Chatwin - Larry Miller Auto - Sandy, UT Marvin Windham - Benchmark CJD – Birmingham, AL

Susan McDaniel - Bill Luke CJD – Phoenix, AZ (Chairwoman) Tom Kellogg - Ziegler Auto Group - Kalamazoo, MI Joe McBeth - Dallas DCJ – Dallas, TX Robert Chatwin - Larry Miller Auto - Sandy, UT Cody Eckhardt - Larry Miller Auto - Sandy, UT Marvin Windham - Benchmark CJD – Birmingham, AL (ALT)

UPS

AER

Paul Allred - Stateline CJD – Fort Mill, SC (Chairman) Marvin Windham - Benchmark CJD – Birmingham, AL Rick Cutaia - Rick Hendrick DCJR – Charleston, SC Ma Jarvis - Bald Hill DCJR - Warwick, RI

Mike Mulkins - Go Chrysler Jeep West - Golden, CO (Chariman) Glen Hojnacki - Milosch’s Palace CJD – Lake Orion, MI Josh Gouldsmith - Gladstone DCJ - Gladstone, MO J.D. Ipsen - Ken Garff West Valley CDJR - W.Valley City, UT Steve Hofer - Park CJ – Burnsville, MN

Katzkin

Elite Extra

Mike Gerber - Rairdon CDJ - Kirkland, WA (Chairman) Louis Osuna - Huffines CJD - Lewisville, TX Dan Delisle - Golling CDJ - Bloomfield Hills, MI Mike Mulkins - Go Chrysler Jeep West - Golden, CO

Rick Monteiro - Jack Powell CJD – Escondido, CA (Chairman) Joe McBeth - Dallas DCJ – Dallas, TX J.D. Ipsen - Ken Garff West Valley CDJR - W.Valley City, UT Larry Morris - Fred Beans Parts - Doylestown, PA

KIS/Alpine Louis Osuna - Huffines CJD - Lewisville, TX (Chairman) Paul Allred - Stateline CJD – Fort Mill, SC Mike Opperman - Baxter CJD - Omaha, NE Casey Brown - Autona on CDJ - Katy, TX

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