Mopar Masters Guild Magazine January - February 2019 NADA Edition by Don Cushing

Leaders in the sale of quality Mopar Parts.

January - February 2019

Also In This Issue From the Desk of MMG President Susan McDaniel ................................ 2-3 Mopar Masters Guild Celebrates 27th Annual Meeting at NADA 2019 ..4-13 Supporting Vendors .....................14-15 27th Annual Meeting Cont’d ......16-40 Meet Jillian Vance Avenue Event Group ....................41-42 CDK Global .........................................43 Katzkin Leather ..................................44 Autobody News ...................................45 AER Manufacturing .....................46-47

Mopar Masters Guild Holds 27th Annual Mee ng in San Francisco

Reynolds & Reynolds .........................48 UPS .................................................49-51 Elite Extra ...........................................52 PSX - Parts Sales Xcellerator ....53-55 Reynolds & Reynolds .........................56 10 Missions Media .............................57 Snap-On Business Solutions .............58 CDK Global .........................................59 OEConnection ...............................60-61 The View from My Office...........62-65 Randy Johnson: “This Month Always Sucks!” ......66-67 Industry News ...............................68-69 2019 MMG Officers/Committees ..70

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Mopar Masters Guild

January - February 2019

From the Desk of MMG President Susan McDaniel Adapt - Adjust - Revise Hello Everyone, On my way to our 27th Annual Mee ng of The Mopar Masters Guild in The City by The Bay, I read an ar cle on the plane by Alan Alda. He simply stated that, ”the secret to life is to adapt, adjust, and revise”. No one could have said it be er. We have all overcome many challenges over the past several months; some with health, some with family, and some with loosing key people within our departments. The one thing we can all agree on is that you don’t just stop and give up…you adapt, adjust, and revise. We had an awesome three days of mee ngs with the best Parts and Service Managers and Directors in the country. We had discussions about changes that have happened throughout the year within our departments, dealerships, and FCA and strategically came up with solu ons on how to overcome these many challenges. We started by going around the room and sta ng what was working best for us and the feeling was pre y much unanimous. Delega ng and cross training. We had three key topics to tap into during our “Panel Discussions”; (1) MSO’s and their eﬀects on our markets (2) Accessories-how to market within our dealerships and beyond (3) WiAdvisor – challenges and payplans. As always, I would like to thank our vendors for coming out and taking the me to interact with us. So many long las ng friendships are formed and solidified during these mee ngs. So many great minds come together from all over the country to share ideas and plans to make our businesses stronger and be er. Without the support of these vendors our guild and these mee ngs every year would not be possible. So, a big THANK YOU goes out to our vendors for all of the support and friendship and for helping us to adapt, adjust, and revise together. It is always a pleasure to host our partners from FCA. We truly appreciate the fact that they take me out of their busy schedules to come to our mee ng for an a ernoon and listen to our concerns and work together, as a team, to try and meet in the middle with a solu on that will benefit all of us. Over the years, these brief mee ngs have proven to be very beneficial for both sides. In the end, we have one common goal and that is to grow our businesses. We cannot do that unless we con nue to communicate and realize what is important to everyone at the table. Once again, our event planner, Jill Vance outdid herself (she seems to do that every year!) We had a wonderful “welcome recep on” at the Rambler for our members and guests. The atmosphere was cozy and genuine and truly brought everyone together and primed for our next three days. This event is always a very important part of our me together because it not only allows us to meet our new members and their guests but to reconnect with members we haven’t seen in a while. Jill always finds the perfect place for our member’s wives to have their annual brunch and this year was no excep on. It was held at Boudin’s Bakery Café (famed for sourdough since 1849) with a tour of the bakery! Continued on Page 3

Mopar Masters Guild Magazine

Leaders in the Sale of Quality Mopar Parts

Continued from Page 2 She topped oďŹ&#x20AC; our events with The Water Bar. Wow! Another cozy place for us to meet and interact with members, guests, vendors, and our partners from FCA with a breathtaking view of the bay. A big THANK YOU to Jill Vance for bringing us all together in the best of atmospheres where we can all let down our guards and get to know each other be er. Our hotel and mee ng space was just right for the occasion. The Marines Memorial is a very quaint and historic museum and reminder of our freedom and the sacrifices that have been made to make this great country what it is today. Some of the men and women who went oďŹ&#x20AC; to foreign soil to fight for that freedom that we cherish were lucky enough to come home but a part of their souls never returned. Thank you to all who have served this great country and for the sacrifices you have made. Adapt-Adjust-Revise. Your President,

Susan McDaniel Susan McDaniel - susan@billluke.com - 602.336.1557

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

January - February 2019

Mopar Masters Guild Meet at NADA 2019 in San Francisco Top Dealer Service & Parts Managers Convene for 27th Annual Meeting Mopar Masters Guild members and their guests arrived on Tuesday. We met in the lobby of our hotel, The Marineâ&#x20AC;&#x2122;s Memorial Club, to walk the short distance to our MMG Member Welcome Recep on which was held at The Mezzanine and Zinc Bar which was inside the Rambler Hotel. A cozy venue that allowed us to mingle and enjoy each otherâ&#x20AC;&#x2122;s company with most of us catching up on what has gone on throughout 2018. We enjoyed a great evening with a nice assortment of appe zers and drinks along with our meal. Here are some pictures of that event:

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Day 1 – Wednesday January 23rd Mopar Masters Guild President Susan McDaniel addressed parts and service managers from around the country at the opening of the 27th Annual Mee ng of the Mopar Masters Guild. “We have a great turnout this year. We have a lot of interes ng and exci ng ideas that we will cover. We’re here to help each other with these ideas. I’m sure you will all enjoy our discussion panels that we have scheduled for Friday. There will be many solu ons that you can all bring back to your stores for poten al implementa on in your businesses,” said McDaniel Susan then introduced the Guild Oﬃcers:  Susan McDaniel – President  Joe McBeth – Vice President  Mike Opperman – Secretary  Don Cushing – Treasurer Our first order of business was the Treasurer’s Report presented by Don Cushing. Mike Opperman then presented the Secretary’s Report of the Minutes from our 2018 MMG Mee ng. These reports were mo oned to be accepted, seconded and the mo ons were carried. Continued on Page 7

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Leaders in the Sale of Quality Mopar Parts

Continued from Page 6 We then moved right into introduc ons and asked each member, “what’s working for you?”. A endees for this event were: Mike Marvin Shane Rocky Joe Susan Jim Tony Eric Carl Joe Derek John Dean Phil Mick Denny Bob Tom Brent Alan Robbie Randy Kent Rick Cody Robert Steve Rick Paul Don Dan Steve Robert Ken

Opperman Windham Birdyshaw Latorre Handzik McDaniel Jaeger Bailey Avondet Kellums Mcbeth Johnson Russo Taylor Krueger Padgeon Loux Wi g Schelonka Hoge Yancey Brown Rogers Cogswell Monteiro Eckhardt Chatwin Hofer Cutaia Allred Cushing Hu on Anderson Stuart Kremer

Baxter Auto Benchmark CDJR Benchmark CDJR Be enhausen Automo ve Be enhausen Automo ve Bill Luke CDJR Bosak Motors of Merrillville Bosak Motors of Merrillville Brunswick Auto Mart Brunswick Auto Mart Dallas Dodge CJR Dallas Dodge CJR Dallas Dodge CJR Dependable Dodge Dependable Dodge Fred Beans DCJR Fred Beans DCJR Ganley CDJR Griﬃn Auto Group Guest Hayes CDJ Hendrick Wholesale Parts Huﬃnes CJD Plano Jack Phelan Dodge Jack Powell CDJR Larry Miller CJDR Larry Miller CJDR Park CDJR Rick Hendrick DCJR Stateline CDJR Tasca Parts Center of RI Tom O’Brien CDJR Tonkin Parts Center Walnut Creek CJDR Zimmer CDJR

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We then moved into talks concerning our Suppor ng Vendors and FCA/Mopar with ideas and sugges ons we hoped could be discussed to grow our lines of communica on even further, strengthening partnerships and eﬀec vely helping the most important people, our dealership customers! 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. We then began discussions on the following topics:  Providing best level of service and availability (Service Dept/Wholesale)  Mopar Programs  Powertrain – Powertrain Warranty (In house/Outside) – How can we improve?

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Continued from Page 8  Selling Ideas – Marke ng  Inventories  Drop Ship Services  Dealer Rewards – How is it aﬀec ng dealers  Business Systems  Parts Scanning Credit Memo (CDK)  Reynolds & Reynolds  Warranty Concerns  Wi-Advisor  Technician Shortage – Technician Educa on – All around labor shortage  Recrui ng & Employee Staﬃng  Keeping in touch with our Service Department Customers – Phone/Text/Email

Tier II Suppor ng Vendor Fair. Par cipa ng in this year’s Vendor Fair was:  Corporate Billing LLC o Sam Thompson – Account Execu ve o Jeﬀ Leavi – VP of Sales

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 10 Missions Media – FenderBender – Ratchet+Wrench – Fixed Ops Business o Chris Messer – Vice President & Publisher o Nathan Smock – Sales Manager

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

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

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 Elite Extra o Ross Kleiner – V.P. Strategic Accounts

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January - February 2019

Our Supporting Vendors:

Support those who support you.

Mopar Masters Guild Magazine

Leaders in the Sale of Quality Mopar Parts

Our Supporting Vendors: Support those who support you. The exchange of information by like sized dealers in a non-competitive environment.

January - February 2019

Continued from Page 13 A er our Vendor Fair and lunch, we began our Tier 1 Vendor Presenta ons.

OEConnec on Presen ng to our group was one of our long me (founding) Suppor ng Vendors, OEConnec on. OEC was represented by:  Gary Coveyou, Na onal Accounts. Gary presented informa on to help us see where OEC is going. Market and RepairLink Overview  4,800+ Dealers  30,000 Ac ve Shops  100,000+ enrolled shop accounts  All Makes/Models – One Stop Shop  Standardized Workflow  24/7 Price & Availability  OEM Pricing & Illustra ons o 8 OEM Programs o Parts Marke ng for Online Orders o EPC Illustra ons  Produc vity Tool o Reduces price, availability and illustra on calls to dealers  Shop Management Integra on with: o Mitchell1 & R.O. Writer  Reduces non-revenue genera ng calls Top Parts Lookups in RepairLink  Windshield  Mirror  Bumper  Fuel Pump  Wheel  Alternator  Door

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Continued from Page 16  Seat  Oil Filter  Radiator FCA’s Special Pricing through RepairLink launching in early 2019. Program Parts sales qualify for discounts and reimbursement funds back to the dealer for selling at a reduced price. Extra 5% oﬀ Dealer Net Reimbursements will be paid directly on Parts Statement, similar to CollisionLink Reimbursements Mechanical Parts Delivery Program – Pilot Program  Seamless Integra on  Mul ple Delivery Op ons  Live Price Comparisons LinkIQ Updates CollisionLink Dealer Metrics now includes reimbursement data  The following metrics have been added to the CollisionLink Dashboard o Program Conversion Opportuni es ($) o Program Conversions ($) o Total Conversion % (from $’s) o Program Conversion % (from $’s)  Allows dealers to improve both Program and Non-Program CollisionLink sales performance  Dealers can subscribe to reports that no fy them of important changes in customer behavior  This ac onable informa on is sent weekly via email to allow for proac ve solu ons  Reports include: o Days No Sales Ac vity o Increasing Sales Trends o Decreasing Sales Trends o Return Rate threshold reports (DMS only) o Newly A ached Customers (RepairLink and CollisionLink) Gary followed all of this by fielding ques ons about the product from a ending members.

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CDK Global Our next Suppor ng Vendor was another long me ini al partner, CDK Global represented by:  David Mitchell – Head of Manufacturer Solu ons – CDK Global  Greg Swiech – Solu on Consultant – CDK Global Greg covered many new enhancements and new addi ons to their product: What’s New? FCA Digital Cer fica on  Enrollment opens February for Q2 Launch CDK Website Packages  FCA Digital Base Package  FCA Digital Premium Package  FCA Digital Premium Plus Package  Alfa Romeo Base Package  FCA Digital Standalone Brand Base Package

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Continued from Page 18 Many Add-ons including:  CDK Service Appointment/Online Service Scheduling  Customized “good, be er, best” Service Pricing Maintenance Menus  Flexible Shop Loading by advisor and dura on to meet customers’ needs and provide op mum appointment scheduling  eSales to Service – Quick and easy first appointment scheduling  Excep on Management – Save me by easily crea ng excep ons to your schedule

CDK Service Appointment has two simple workflows Consumer Online Appointment Scheduling  Schedule appointment any me, anywhere, on any device  Select services needed, choose date/ me, confirm appointment

First Appointment Scheduling  Quickly schedule a customer’s first service appointment during the sales process  Enter Deal Number, choose date/ me, confirm appointment  Confirma on and reminder sent via email & text

Control Appointment Capacity by:  Advisor  Team  Transporta on Type  Es mated Dura on  Number of Services Greg and David then opened up the floor for ques ons. Continued on Page 20

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UPS Ups was represented by:  Tim Quinne e, Director of Sales – Automo ve & Industrial Sector Building the “Smart Logis cs Network”  Ini al plan for $4-5B in 2018 Capital Investment  Due to Tax Cut and Jobs Act, an addi onal $7B in Capital Investment over the next 3 years. Capital Investment focused on:  Construc on and Renova on of facili es  Ground Fleet  Aircra  Technology Solu ons and Automated Capacity Addi onal announcements upcoming 2018 Highlights:

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Continued from Page 20  16 new or retrofi ed hubs opened  5 million addi onal square feet  60-70% of small sorts will be automated  Capacity added compared to 2017 o 6X sor ng capacity o 3x Car posi ons Major Facili es opening & expansions  Salt Lake City, UT  SMART Atlanta, GA  Arlington, TX  Columbus, OH  Montreal, CA

2019 Highlights:  4 new or retrofi ed hubs opening  2.6 million addi onal square feet  Major Facility opening  Plainfield, IN  Jacksonville, FL  Goodyear, AZ  Lenexa, KS Tim then asked us for input, ques ons and/or concerns

Our first day was complete and we adjourned for the day. Members were free to explore San Francisco on this evening. We hope you enjoy a few of the pictures from the West Coast City.

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Day 2 – Thursday January 24th On this day, the ladies of the group enjoyed a planned brunch at The Boudin Bakery, located at Pier 39 in San Francisco. The Bakery is The Original San Francisco Sourdough™. They s ll bake their sourdough fresh every day using the same mother dough cul vated from a gold miner’s sourdough starter. We understand it was quite a hit and have a some pictures to solidify that statement. Glad you ladies (AND Brent!) had a great me!

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January - February 2019

Continued from Page 23 Our group opened the day fielding ideas on Internet Marke ng and pre-Mopar subjects that we wanted to discuss with them later on. We then began Day 2 of our Suppor ng Vendor Presenta ons.

Reynolds & Reynolds We welcomed another long me guild Suppor ng Vendor, Reynolds & Reynolds. R&R was represented by:  Jason Sideris – Director – Product Planning  Jeffery Adams – Product Planning Manager Jason gave a brief opening talk on the many years he’s been involved with the MMG and some of Reynolds’ new products before turning it over the Mr. Adams. Some of what Jeff covered: Main Concerns of a parts department: Efficiency  Keyboard Efficiency  IGNITE has, on average, 42% less keystrokes than blue screen for common tasks  Every common task can be performed without a mouse Jeff then presented the many keyboard shortcuts available in the DMS to show us the various Screen Setup Efficiencies Communica ons Efficiencies  Text – 90% more efficient than email  Mobile Applica on  Recreates desktop func onality  Send and Receive texts anywhere  Texts display in app and on desktop  Control access in SEC

Features  Receive no fica on for inbound texts Continued on Page 25

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Continued from Page 24  View conversa on history  Search and filter conversa ons  Mark conversa on read/unread  U lize pre-save message templates  View customer informa on Benefits  Allows for true mobility  Always aware o Push no fica ons  Operates within the DMS o Nothing saved to phones  Always accessible Jason and Jeﬀery then each fielded ques ons about R&R programs.

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Summit Consul ng Int’l - PSX We then welcomed our newest Tier 1 Vendor, Summit Consul ng Int’l that offers PSX, Parts Sales Xcellerator for Wholesale Dealers. SCI/PSX was represented by:  Bob McDonald - President  Sco Craig – Director of Sales  James Holloway – Wholesale Growth Specialist Wholesale Parts Sales Xcellerator (PSX) is a powerful and easy-to-use auto parts so ware solu on specifically designed for the wholesale parts environment. With over 30 years in the automo ve industry, Bob McDonald has held posi ons at the OEM and retail level, including being the Fixed Opera ons Manager and General Manager of a large dealer group. Bob founded SCI a er seeing the need for technology solu ons and experienced dealer consul ng services that could help implement measurable process changes in automo ve dealerships, manufacturers and distributors. His varied background supports his ability to understand the unique needs of both manufacturers and dealers, and to then crea vely blend those needs into one effec ve solu on. Bob went over the highlights of PSX  Provides you with a simple solu on  Increase parts sales to your exis ng accounts  Capture new wholesale accounts  Currently over 1,000 dealers (6 of them were Mopar Masters in the room!)  Numerous OEM/Co-op Partnerships o GM o Ford o Toyota o Subaru o Mercedes-Benz o FCA – Mopar One PSX is Mopar One eligible and par cipa ng dealers receive 100% co-op through May 2019 Also receive $500 off installa on when you sign up for PSX by February 28th, 2019 PSX offers a simple to use feature set  Provides applicable informa on to grow sales  Adapts to your Business Development Process  CRM Tool to track Outside Sales Representa ves’ Performance

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Continued from Page 26 PSX Delivers Results  Sales Growth – Dealers that use PSX consistently more than non-users can double their growth rate  98% Reten on  PSX Users keep using PSX  Ac vity Reports are tailored to your business o Easy to create/change o Reports can be automa cally emailed to your team  Decreased Sales/Stopped Ordering o Receive no fica ons via email of your customers that have stopped ordering all together  Tailor Reports to o OSR o Account Type o Minimum Volume o Custom Timeframe Bob then opened the floor for ques ons. There seemed to be a good amount of interest in the room towards this new solu on for wholesale dealers. Bob and his team fielded input from the a endees.

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Continued from Page 27 A er a short break, we then moved to the first of our 3 Panel Discussions. This panel would be discussing MSO’s in the Marketplace. The panelists were:  Marvin Windham – Benchmark CDJR - Moderator  Mick Padgeon – Fred Beans Parts  Denny Loux – Fred Beans Parts  Robbie Brown – Hendrick Wholesale Parts  Shane Birdyshaw – Benchmark CDJR  Kent Cogswell – Jack Phelan Dodge Marvin began with the ques on, Do you sell to MSO shops and what percentage of your business does it involve? Answers ranged from 10% to 75% Which MSO’s are your dealing with? Service King, Gerber Collision, ABRA, CarStar were some of the replies. Have you earned MSO Loyalty without being the lowest priced choice? Are there any MSO’s that will give you their business and NOT require you to go to the lowest price? At this point, the discussion evolved into a general discussion that not only involved the panel but all of the attendees in the room. Subjects discussed concerning MSO’s were:  Pricing Strategies – This did not feature any specific fixed pricing but rather how dealers go to market with their business model  Parts Returns  Glass  Target purchase ed in with return rate  Specialty items that are non-returnable  Compe

on that oﬀers deeper discounts

 Don’t get involved in a discount ewar- no one wins  Should you show your MSO what your breakeven point is?  Should you just stand your ground?  Why do we give big discounts on cap ve parts?  CollisionLink  CCC One  Eﬀect of Dealer Rewards on Wholesaling  Wholesale Parts Advisors  Handling Customer Returns/Credit Process  Conquest parts

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Mopar Execu ves Meet with Masters Guild The interac on with Execu ves from Mopar is one of the reasons that Mopar Masters Guild members a end this mee ng. Our coverage with Mopar here are just highlights of our interac on since we feel that par cipaon is needed at this mee ng to enjoy the full benefit of what is oﬀered. Represen ng Mopar were:  Steven Beahm - Head of Parts & Service (Mopar), FCA - North America  John Fox, Head of Mopar Sales & Product Development at FCA  Ryan Maguire - Sr. Manager - Mopar Sales & Field Opera ons, Mopar Brand  Skip Olson - Sr. Manager - Analy cs, Mopar Brand  Kim Schachinger – Director, Mopar Marke ng - NAFTA Mr. Beahm introduced his team and gave us a brief bio on himself. Mr. Beahm was named Head of Parts & Service (MOPAR), FCA - North America in October 2018. In this newly created role, Beahm oversees the strategy for the Mopar parts and services business in the U.S., Canada and Mexico. He remains Head of Passenger Car Brands - Dodge, SRT, Chrysler and FIAT, FCA - North America in February 2018. In this role, he has full responsibility for sales and marke ng for the Dodge, SRT, Chrysler and FIAT brands. Previously, he was Head of Masera , FCA - North America since June 2017. He was named Head of Supply Chain Management, FCA - North America in 2014 and served as Vice President - Sales Opera ons, FCA US LLC, where he was responsible for sales planning and incen ves, retail sales promo ons, dealer rela ons, field opera ons for sales, small business sales and Cer fied Pre-owned Vehicle sales. Says Beahm in his 30+ plus years with the company, “Once you’re in Service and Parts you never let go. You always watch it throughout the years.” Speaking on the goals of Mopar, he con nued, “Mopar set an all- me record last year. (2018) In the 82 years that Mopar has been around, we sold the most parts in the company’s history, and you people were a big part of that!” This announcement was followed by thunderous applause by all in a endance. “John and Ryan gave me the stats on some of your stores and I don’t know how someone does the volume that you do and yet grow your business by 10, 20, and 30 percent. I applaud the spirit that you all have to go out and try to do more,” he con nued. Continued on Page 30

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Continued from Page 29 Steve then covered the new vehicles that will certainly help us sell more accessories and our opportuni es to move forward and get more traﬃc through our service drives with Mopar’s 12-month marke ng plan. Mr. Beahm then turned the floor over to John Fox. John gave us updated info on Sales Growth in 2018. Sales Growth was 6.4% in 2018. Of that growth:  Accessories – Flat  Collision - +5%  Maintenance - +6%  Repair - +17% John also told us, “Service advocacy is 83.2%, a 2% jump from 2017. We con nue to talk about Customer Experience, and you hear about the Customer First Program and we all know that consumer loyalty con nues to feed our business. It’s been a great year growing our Service Advocacy and I really didn’t want to go too much farther (in the presenta on) without saying thank you for what you’ve done and your peers around the na on. We’re not where we need to be yet. We know that. But to see a 2-point jump (in advocacy), thank you very much. That’s great work.” Fox then moved on to Accessories.  New Year, new model, new Mopar Accessories  Ram HD Launch brings Ram HD Essen als  Jeep Gladiator Launch brings Jeep Gladiator Essen als The new Accessory Planogram is now oﬀered through Mopar A Planogram is a diagram or model that indicates the placement of Retail Products on shelves in order to maximize sales. These planograms are designed to put your floor plan to maximize use by placing items in a way that makes them sell. Mopar hopes that providing a uniform and detailed sales layout for your dealership will increase sales and create an enhanced experience for consumers. Ryan Maguire then covered Mopar One Funds  Ways to market with Mopar One Funds  Qualifiers  Par cipa on requirement  What’s new

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Continued from Page 30 All of this was followed by ques ons, concerns, ideas and poten al new programs/solu ons. Great dialogue. Kim Schachinger then went over the 2019 NAFTA Ecommerce Strategy.  U.S. Growth Projec on o Automo ve Parts Sales Revenue 2017-2024 o Total U.S. Parts Revenue Expected Growth (excluding service) 3.6% ($197B - $252B) o U.S. Parts Revenue from Ecommerce is projected to grow at an average of 7.6% YoY ($11B - $19B) Ecommerce Strategy – Goals/Objec ves •

Goal #1 Provide addi onal support to dealers that sell direct to Amazon

•

Goal #2 Improve the consumer purchasing experience through Mopar.com eStore

•

Goal #3 Protect the Mopar Brand and expand product selec on on Amazon to compliment dealer Ecommerce sales

Kim then covered the Marke ng Spend on Amazon 2018/2019 projec ons, the Sponsored Products and Product Display Ads. Also, the 2019 Mopar Spend impact on the dealer All of this was followed by some very spirited conversa on concerning Amazon and its eﬀect on many of the a endees. At this point John Fox wanted to go over the subjects and concerns that the Mopar Masters Guild presented to him and his team. We covered:  Tire Program – Any poten al for a second choice?  Ba eries  Collision Rewards  Poten al MSO Rebate Program?  Fascia Cores  “Buy” Programs  Price Link  Oversize cross dock referrals  Wi-Advisor  Adding Recalls to StarParts  Collison Rewards – Dynamic List of Parts Further discussion on these subjects ensued with many poten al solu ons oﬀered.

Continued on Page 32

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January - February 2019

Continued from Page 31

The Mopar Masters Guild would once again like to thank Steve Beahm, John Fox, Ryan Maguire, Kim Schachinger and Skip Olson for taking valuable me from their busy schedules to present to and discuss business with our group. We look forward to our con nued mee ngs with FCA/Mopar in 2019 and beyond.

Our mee ng was adjourned so that everyone could prepare for our Annual Mopar Masters Guild Cocktail Recep on. This event, our annual Mopar Masters Guild Cocktail Recep on has always been the one night during our mee ngs that everyone looks forward to. Each year the guild makes an eﬀort to secure a venue that everyone will not only talk about but allows the comfort of being away from daily business which allows mee ng with peers, industry execu ves and suppor ng vendors in a relaxed atmosphere. This year’s event was held at The Water Bar. Regarded as San Francisco’s foremost seafood restaurant, Waterbar con nues to set new standards of sustainability, variety, and excellence in the sourcing, prepara on and presenta on of food from the sea. Waterbar is situated in a prime loca on on the waterfront of San Francisco’s Embarcadero, just south of the “Cupid’s Span” sculpture, featuring panoramic views of the bay, Bay Bridge, Treasure Island, and the San Francisco skyline. We hope you enjoy the pictures from our Cocktail Recep on

Mopar Masters Guild Magazine

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Leaders in the Sale of Quality Mopar Parts

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Mopar Masters Guild Magazine

Leaders in the Sale of Quality Mopar Parts

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January - February 2019

Continued from Page 35

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Mopar Masters Guild Magazine

Leaders in the Sale of Quality Mopar Parts

Continued from Page 36

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January - February 2019

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Mopar Masters Guild Magazine

Leaders in the Sale of Quality Mopar Parts

Continued from Page 38

Day 3 – Friday January 25th Snap-On Business Solu ons Another great partner and Tier 1 Vendor, Snap-On Business Solu ons was represented by:  Keith Pople – Manager, Global Accounts Keith gave us a bit of background and dove right into his presenta on. Covered by Keith: Snap-On Business Update Tool and Equipment Program  NADA 0% Financing  Facility Planning & Blueprint Review  Uniform Program Keith then went on to display the discussion topics for the group:  Improvements to EPC 5  StarParts Integra on Service Library Enhanced Dynamic Service Informa on Parts Tab Technician Recruitment Ecommerce 2019 Priori es Pain Points Keith gladly took notes from our group with many ideas and will be upda ng us soon.

Continued on Page 40

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January - February 2019

Continued from Page 39 A er a short break, we then moved to the second of our 3 Panel Discussions. This panel would be discussing Accessories. The panelists were: Paul Allred – Moderator – Stateline CDJR Rick Cutaia – Rick Hendrick DCJR Susan McDaniel – Bill Luke CDJR John Russo – Dallas Dodge CJR Robert Chatwin – Larry Miller CDJR Rick Monteiro – Jack Powell CDJR

We then had our Service Panel Discussion Group  Cody Eckhardt – Moderator – Larry Miller CDJR  Tony Bailey – Bosak Motors of Merrillville  Rocky Latorre – Be enhausen Automo ve  Susan McDaniel – Bill Luke CDJR

MMG President Susan McDaniel then made a mo on to adjourn and this concluded the 27th Annual Mee ng of the Mopar Masters Guild. Thank you all for your a endance and we look forward to seeing more of you in Las Vegas in 2020.

Mopar Masters Guild Magazine

Leaders in the Sale of Quality Mopar Parts

Behind the Scenes - Meet Jillian Vance The Mopar Masters Guild has had someone who works behind the scenes helping us organize our annual events held each year during the NADA Conven on. A reless, dedicated hard working young woman who is relentless in her pursuit of customer sa sfac on. Meet Jill Vance Jill is a Managing Partner of Avenue Event Group and has been working for and with the Mopar Masters Guild since 2013 when we had our Annual Recep on at the Ice Bar in Orlando that year. Much of the credit for finding Jill must go to Marvin Windham with an assist going to his daughter Amber. Amber men oned the Ice Bar to her Dad thinking it would be a great venue for the MMG. Marvin contacted the Ice Bar and Jill was their Customer Representa ve at that me. Shortly a er the Ice Bar Event, Vance decided to start her own company and Avenue Event Group was born. Jill contacted former clients via email and our Planning Chairperson at the me, Andy Reed, reached out to Vance to help us with our New Orleans Trip in 2014. If a endees recall that trip was the one that ended with an ice storm and stranded a number of us in New Orleans. (Being from New England, I’m s ll trying to figure out what all the fuss was about! Seemed like there were no problems to me.) Jill works with her two partners, Sean Hughes and Ashley Miller. This March 2019, AEG celebrates their 6th Anniversary! We then asked Jill a few ques ons: What type of clientele do you work with? All types of corporate customers from all areas of business, with the Mopar Masters being one of my favorites! What drives you? Happy clients! Customer service is our total focus. When my customers are happy, I’ve done my job. Do you have any favorite moments with the MMG? Yes. The San Francisco Bay trip on the Yacht was one of the best. Another would be the Moonshine Event where we packed so many people in that small room and it was so much fun for everyone. And who can forget the Mopar Masters 25th Anniversary Ice Wall that had beer taps for everyone to fill their glasses? Where do you see yourself in the future? I don’t see myself stopping this exci ng venture, ever! I see my company growing constantly. We have now expanded with new clients into the Nashville Tennessee and Minnesota area. I really love doing this. I want to give my clients quality and give them the best one-on-one service. When I’m with the MMG I’m always happy. It’s one of my favorite groups. Continued on Page 42

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January - February 2019

Continued from Page 41 Jill travels 3-4 weeks out of the year with clients to their events. On a personal note, Jill is married to her husband Ross and they are both expec ng the arrival of their first child on April 13th. For inquiring minds, itâ&#x20AC;&#x2122;s a boy and the name that Jill and Ross have chosen is Dylan. We wish them well.

The Mopar Masters Guild looks forward to con nuing their rela onship with AEG and would like to thank Jill for her hard work and dedica on in working with us and helping us to stay organized at our events.

Mopar Masters Guild Magazine

Leaders in the Sale of Quality Mopar Parts

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January - February 2019

Mopar Masters Guild Magazine

Leaders in the Sale of Quality Mopar Parts

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MOPAR O G CO COMPLETE 6 6.7L C CUMMINS S REMAN ENGINES. G S ® RUNNING With the running complete remanufactured engines from Mopar®, yyou ou have the ability to get ssss downtime do d owntime than o n ever ever before. your customers’ vehicles back on the road quicker with less unning complete reman an an Reborn from Mopar O.E. Cummins diesel engines, thesee rrunning n put put their eir ei irr trust trrust in. engines are proven power plants your customers can

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

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Mopar Masters Guild Magazine

MW030700FLY06

-1

6/18/18 4:14 PM

Leaders in the Sale of Quality Mopar Parts

Chrysler Dealer Principal 2019 PROMOTIONAL AGREEMENT AER / FJE Promotional Programs: AER / FJE, Chryslerâ&#x20AC;&#x2122;s powertrain sales and distribution partner, offers promotions that are designed to provide your service and parts departments with the ability to earn awards that can be used to stimulate and support additional sales of Mopar remanufactured powertrain. These promotional awards could also be used as incentives for your service and parts staff to increase powertrain sales. Our goal is to assist you with growing your powertrain business! I understand that my service and parts department may participate in all AER / FJE Promotions and Incentives that may include but are not limited to: Purchase discounts, Incentives (i.e. gift cards, trips) Promotional aids and marketing material (NO ENROLLMENT FEES) All awards / incentives over $600.00 are subject to 1099 I understand this agreement can be cancelled by either party at any time by giving notice in writing. The designated individual(s) to receive Incentives are: Dealership Discount Only Parts Manager Service Manager_

Other

Dealer Code_ Dealership Firm Name City, State_ Individual on Chryslerâ&#x20AC;&#x2122;s Agreement/paragraph 2(Management) or 3 (Ownership) or individual authorized to sign: Print

Signature

Date FAX OR EMAIL THIS COMPLETED FORM TO Attention: Maya Terrones at Mayaterrones@aermfg.com or FAX: 469-208-4795

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January - February 2019

Accommodate Fleet Customers Easily with ReyPAY® .PUH (IIV[[ VɉJL THUHNLY H[ (UKYL^ *OL]YVSL[ PU >PZJVUZPU OHZ H \UPX\LS` WVZP[P]L ^H` [V ZLY]PJL JOHYNL HJJV\U[Z 0UZ[LHK VM THPSPUN PU]VPJLZ [OL KLHSLYZOPW OHZ ILLU \ZPUN H UL^ TVYL LɉJPLU[ WH`TLU[ WYVJLZZ I` SL]LYHNPUN VUSPUL WH`TLU[Z /LYL»Z OV^ [OPZ WYVJLZZ JHU ILULÄ[ `V\Y KLHSLYZOPW!

Save time.

Accept accurate payments.

It’s been stressed enough that time is valuable, both to you and your customers. By emailing invoices, customers can view the invoice and pay online without ever stepping into the dealership. ¸6\Y J\Z[VTLYZ SPRL ZLLPUN [OLPY PU]VPJL YPNO[ H^H` HUK WH`PUN VUSPUL ZV ^OLU [OLPY LTWSV`LLZ JVTL PU [OLYL HYL UV X\LZ[PVUZ 1\Z[ ZPNU HUK NV ¹ said Abbott.

By allowing customers to pay online, you’re giving them the control to make their payment and ensure the totals are correct. ¸0[»Z UPJL ÔLU `V\ VWLU [OL 96 [OL WH`TLU[ PUMVYTH[PVU PZ HSYLHK` [OLYL ;OL JHZOPLY KVLZU»[ OH]L [V X\LZ[PVU ÔL[OLY [OL J\Z[VTLY WHPK VY UV[ ¹ Abbott said. Furthermore, the more people keying in information, the more risk for human error. If a cashier is busy and cashing out a long line of customers, it’s possible she could enter one number wrong. Good luck ÄUKPUN [OL WHWLY^VYR `V\ ULLK ÔLU [OH[ customer calls about the mistake a week later.

Ensure secure payments. ¸)LMVYL ^L RLW[ [^V KPɈLYLU[ JHYKZ OLYL MVY VUL JVTWHU` HUK ^L ^V\SK Y\U H JHYK ^OLU [OL ]LOPJSL ^HZ KVUL ;OH[»Z UV[ ZLJ\YL 5V^ [OL LTHPS PZ ZLU[ [V [OL HWWYVWYPH[L KPYLJ[VY HUK [OL` WH` ILMVYL [OL LTWSV`LL SLH]LZ [OL I\PSKPUN ¹ Abbott mentioned. Customers might think paying online isn’t as secure but that isn’t necessarily true. If your dealership is using a solution that’s encrypted and tokenized, payments can be more secure than physical cards.

Get paid quicker. Before enhancing their payment process, Andrew Chevrolet sent their charge account customers HU PU]VPJL H[ [OL ÄYZ[ VM [OL TVU[O <Z\HSS` [OL`»K have a payment by the 10th, but not always. Sometimes, from the point of service to when they received a payment, it could be 45 days! Why wait to get paid? With their new payment process Abbott says the payment is ¸PUZ[HU[HULV\Z ¹

A better payment process can improve your customers’ experience and increase efficiency in your dealership. To learn more, go to: reyrey.com/reypay or call 888.781.3020.

Mopar Masters Guild Magazine

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Leaders in the Sale of Quality Mopar Parts

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January - February 2019

This is the third in an installment based on Routes to the Future.

www.ups.com/future

How Analytics Will Drive the Logistics of the Future By Jack Levis, Senior Director of Process Management at UPS

Today, companies mostly use data to explain what has already happened, a practice known as descriptive analytics. The more advanced companies, however, turn to analytics to predict what might happen next.

Image: Oakland wire overlay train station

Mopar Masters Guild Magazine

But just 3 percent of firms deploy prescriptive analytics, which goes beyond prediction and determines the optimal action to use. This scant count will undoubtedly grow. We’ll see businesses use analytics to diagnose – and solve – problems well before they even realize an issue exists. Imagine that.

Leaders in the Sale of Quality Mopar Parts

Overall, data is expected to grow 50 times by the year 2020. The question is how companies will turn that data into insights to make better decisions. In the world of logistics, analytics will help us get packages to your doorstep faster and in a more personalized manner than ever before. We’ve already seen the transformative power of analytics investments: I was part of a team that designed ORION, a proprietary routing software that helps UPS drivers select the most efficient delivery route. ORION looks at all the things a delivery driver needs to do: the stops that day, required service times, even less-obvious issues like lunchtime. No matter how outwardly counterintuitive at times, ORION spits out the ideal plan for a driver to follow. But for problem-solving purposes, even this level of technology is incomplete. We need to move from wisdom to clairvoyance. I’m talking about foresight that would make Sherlock Holmes jealous. By combining the power of predictive and prescriptive analytics in real time, systems will look clairvoyant to the user. That, friends, is the Holy Grail.

But imagine a system in which we can predict, with near certainty, the fastest way to move any parcel between different modes of transportation – and in real time. The data would even tell us who should drive the delivery vehicle. A completely optimized network provides unlimited ways to get anything to any destination, making the supply chain more ﬂexible. In the process, we would eliminate chronic inventory problems by ensuring supply never outpaces demand. Analytics also will revolutionize how logistics companies manage their ﬂeets, providing the equivalent of a check-engine light on steroids. Say you’ve ordered 1,000 alternators for delivery trucks. Big data will tell you exactly when the parts begin to deteriorate.

Data is expected to grow times

by the year 2020

We’ll soon see systems so advanced they won’t wait for traffic issues before reacting. They’ll predict when and where gridlock will occur and communicate to smart vehicles, re-routing drivers as needed. Everyone’s commute improves. Analytics will enhance the entire transportation network, rather than just improve an isolated step in the supply chain. This is transaction-by-transaction optimization. For example, we’ll crunch the numbers to determine the speciﬁc trailer that can best transport an individual package to its next destination. We would know the exact time a trailer should move, how far it should go, the speciﬁc moment it should stop and whether a package should go somewhere else.

People always ask me about the next algorithm. I tell them that we have to get the data right ﬁrst and make maps even more accurate. These maps will include not just a street address but the exact location of your mailbox – and better yet, the distance between various mailboxes. Coupled with every bit of available information about the weather and traffic patterns, logisticians will do more than predict the most efficient route for delivery. They’ll know when and where to send trucks – and why they’re doing it.

This will become reality at some point in the next 10 years. The logistics of the future will tap into human resourcefulness and with an assist from analytics, help us find solutions not yet imagined. Once we gather the data, innovation will follow.

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January - February 2019

Advanced Dispatch Software. POWERING THE FUTURE. Elite EXTRA is a robust advanced routing, tracking and dispatching solution that was built by leaders in software/GIS logistics technology. EXTRA drives ROI by streamlining the dispatch and delivery management process by making it easy to create manifests, optimally sequenced routes, dispatch drivers, track in real-time with GPS, and capture signatures at the point of delivery, all while maintaining operational control. EXTRA also provides you and your customers with real-time ETAs, a digital proof of delivery, and a robust

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Thank you to the MMG for your hospitality at this this year’s NADA! We’ll see you next year!

Mopar Masters Guild Magazine

Leaders in the Sale of Quality Mopar Parts

ACHIEVE BEST-IN-CLASS SERVICE PROCESSES VIA

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Mopar Masters Guild Magazine

Leaders in the Sale of Quality Mopar Parts

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

January - February 2019

Keep Your Parts Inventory Accurate Have you considered how to keep your parts inventory accurate throughout the year? Here are a few tips to help: CONDUCT PERPETUAL INVENTORIES Perpetual inventories give you a much better chance to identify discrepancies, correct them HZ `V\ ÄUK [OLT HUK TPUPTPaL variances during your next physical inventory. During idle time in the parts department, assign each counterperson a few bins to count weekly and update the inaccuracies immediately. Consider \[PSPaPUN 9L`UVSKZ 7HY[Z )HYJVKPUN Scanners to speed up the process and increase accuracy.

MONITOR PARTS IN YOUR SPECIAL ORDER BINS Identify special order parts that have not been picked up within 15 days of being received and notify the customer or service advisor once more. If the parts still aren’t picked up within 30 days, return them to the OEM, place them in stock, or get rid of them. This will keep your special order bins free VM \UULJLZZHY` WHY[Z HUK TPUPTPaL obsolescense.

EVALUATE DIRTY CORE INVENTORY Maintaining an accurate record of customer-returned cores and promptly returning them to the supplier is important. It ensures the inventory value is up-to-date for both Parts and Accounting. Plus, physically removing them allows you to make better use of vital space in your department.

Follow these guidelines consistently throughout the year to keep your inventory accurate and make your next annual physical inventory audit less stressful.

Work smarter, not harder. To see how Reynolds and Reynolds can help, call 888.781.3020, visit reyrey.com/parts-barcoding, or email info@reyrey.com. © 2019 The Reynolds and Reynolds Company. All rights reserved. 02/19

Mopar Masters Guild Magazine

Leaders in the Sale of Quality Mopar Parts

FO C US ON QUALI T Y AN D ALL EL S E W I LL F OLLOW - I T ’S BEST TO DO E V E RY T H I N G W E E L EC T TO DO RE AL LY, RE AL LY W E L L - H A ST E M AK ES WA ST E, B U T T I M E L INES S I S V I TAL - C OMPL ACEN CY I S E V I L - OUR CUSTOM ERS A RE K I N G - C O - WORK E RS ARE T H E B EST C OM R A D ES - V E N D ORS H E L P M A K E US S U C C ES S F U L - T HE O N LY AT T I T U D E I S A “ C A N D O ” AT T I T UD E - T H E D E V I L I S I N T H E D E TA I L S - G RE AT J U S T I S N ’ T G O O D E N O U G H - F O C U S O N QUAL I T Y AN D AL L E L SE W I L L F O L LOW - I T ’S BEST TO DO E V ERY T HING W E ELECT TO DO RE ALLY, RE ALLY W ELL - H A ST E M AKES WA ST E, B U T T I ME L I N E S S I S V I TAL - C O MP L AC E NCY I S E V I L - O U R

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January - February 2019

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January - February 2019

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Mopar Masters Guild Magazine

Leaders in the Sale of Quality Mopar Parts

OEC® RepairLinkSM is not only the market’s most comprehensive OE mechanical parts fulfillment solution, but a tool for your parts to be available to shops online while you’re on the phone. Now your parts can be in two places at once. Online parts sales are projected to nearly double by 2021¹. Are you going to be one of the millions of RepairLink searches this month? Visit: oeconnection.com/repairlink Call: 234.400.1552 ¹IbisWorld, 2016

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January - February 2019

The View From My OďŹ&#x192;ce

With Kat Monteiro

Happy New Year 2019 - what I want to know is where did 2018 go? Time is flying by way too fast! The weather this winter never seizes to amaze me. Many of you are experiencing record breaking cold and snow fall. Our Alabama friends had a temperature of 80 degrees one day and the next day it is in the 40s. And one day in Minnesota it was colder there than on Mars! Here in California we are ge ng record amounts of rain and snowfall in the mountains. Looks like we are out of drought for the first me in many years. We have surpassed the 7 inches of rainfall we received last year. Even though the rain is a blessing it has also brought disaster in many of the areas that have recently been ravaged by fires, causing massive mudslides and flooding. We just canâ&#x20AC;&#x2122;t win. Myself? I am enjoying the rain and cooler weather. Feels good, fresh, a renewal of sorts. But my thoughts are with many of you dealing with the bi er cold. It was so great seeing many of you in San Francisco for the Mopar Masters Guild Mee ng and the NADA conven on. It was good to see Brent Hodge and there were several new members that I had the pleasure of meeting. This gives me hope that this guild will con nue. I am really sad that the organizers of NADA have canceled all future conven ons in the City by The Bay, I truly love spending me in this city. Our trip started early when we met up with Alan & Wanda Yancey, Dan and Jamie Hu on, and Marvin and Laura Windham in the beau ful city of Napa on the Friday before their mee ngs started. We rented condos at the Silverado Resort. We had a beau ful view of the golf course which taunted Rick every morning! It was a fun-filled 4 days. The men got a chance to go play golf while us girls took a drive out of town only to find the cemetery I wanted to explore was closed and locked up due to the government shut down. So, we headed into town and did some shopping and looking around. Our daughter Jessie just moved up to Napa a couple weeks earlier, so it was nice to show everyone her new li le apartment and learn the lay of the land. She enjoyed hanging out with us and she even went and played golf with the boys. And of course, there was the wine! We did a day hi ng a few of the many wineries in the area. Continued on Page 63

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Continued from Page 62 I have to say the Sterling Winery was my favorite stop and Beringer was the most beau ful. Then one day we did the Napa Wine Train where we had a great ride through the countryside and enjoyed a gourmet lunch which was fabulous! And of course, wine! A er the train we went back to the condo and enjoyed all the cheese and crackers and appe zers we had picked up the day before and watched a very intense game of football where the New England Patriots beat Kansas City - some were happy, some were not, but regardless you have to admit that it was a fun game to watch! And we all know that Tom Brady led his team to victory in another Super Bowl! And I’m here to tell you there is nothing more fun than watching football with Alabama and Georgia women! On Tuesday we packed up and headed for the City. And the weather cleared up from dreary rain to picture perfect blue skies! Rick and I took the long way and had a beau ful drive. We came in on the north side of the Golden Gate Bridge and drove the back way through Ba ery Park - once again roads, a rac ons and facili es were closed due to the shutdown of the government, but it was all good, we were driving my Grand Cherokee - Luna - the sun was out, the sky was so blue and there are not many things more beau ful than looking out across the ocean and seeing the Golden Gate Bridge with the City in the background. Life is good.

The fun started Tuesday night with our welcome recep on. This has to be one of my favorite nights! It’s so good to see everyone, catch up, make plans. It always amazes me the good fortune that we have to be a part of such a great group of people! We have truly made life me friends. Rick and I talk about how great it is going to be when re rement comes, that we will have the opportunity to travel and visit friends all over the great USA! I know for most of you the next morning was ge ng up early and the start of weeklong mee ngs. Us girls had a leisurely morning then headed to Fisherman’s Wharf. The day consisted of people watching, a lot of talking, and a beau ful ride around the bay on a boat! Did I men on how fortunate we are?

Continued on Page 64

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January - February 2019

Continued from Page 63

Thursday was the “girls” breakfast at the Boudin Bakery. This year it was the girls and Brent Hoge - it was great having him along! And he hung in there with us perfectly! A er breakfast we got a li le tour of the bakery and observed the workers making the famous sourdough bread. (insert the smell of baking bread here - it smelled so good) Some of us took the quiz to see what style bread we were - I was the French Long bread! It was fun! A er we all spent money in the gi shop, Brent and some of the girls went over to Sausalito. It looks like they had a good me over there. A fun filled day for sure.

Thursday night was our Vendor Recep on. The se ng could not have been more perfect, on the waterfront, looking up at the Bay Bridge, all lit up looking beau ful, a good bartender, and a lot of people who were just happy to be there - all helped make a great evening. I want to take a moment to give a shout out to Jill Vance from Avenue Event Group for helping the Guild with the planning. Whatever the plans are they are always great and fun! And I know everyone appreciates her exper se. It can be stressful planning these events, so having her be a part of it relieves some of that stress and that is a good thing. And it’s nice to have her keeping an eye on all of us, making sure we get on the right bus, so we are not le behind or lost! She has definitely been a great addi on to the Guild. I also want to say how much we loved the Marines Memorial Hotel. Did I complain about the bathroom - no counter, and the toilet paper on the far side of the wall, not able to open the dresser drawer all the way because it hit the end of the bed - yes - but I wouldn’t have changed it for anything! I love these type of hotels, smaller, more in mate, history, comfortable, and so charming. And what about those Bulldogs! And who could not walk the halls and feel the history and the power of remembrance from all the displays. It was awesome! And it was so nice having breakfast available.

Continued on Page 65

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Leaders in the Sale of Quality Mopar Parts

Continued from Page 64 For us girls this is really a bonus, I know there is breakfast at the guild mee ngs, but we are usually le to find our own, so it was really nice to just go up to the 12th floor and have a nice breakfast with a fabulous view!

Saturday came and many of you le for home. Rick and Kent Cogswell from Chicago played a round of golf out by the Presidio and then Rick took Kent on one of his famous drive around tours! They had a great day. Then Saturday night was the CDK Global party! And they did not disappoint. It truly was a fabulous evening. I want to give them a big shout out and a thank you for the ckets. We look forward to their par es every year. Truly is one of the highlights.

Our week was coming to an end. Many of you were not very excited to leave and go back to the frozen terrain you call home. My thoughts were with you. We drove home on Sunday a er having breakfast with Paul and Barbara Allred. It was a good drive home. Had me to think back and reflect on a great week. I feel so very fortunate to know all of you and to be a part of the Mopar Masters Guild family. Hugs to you all, and just think, Punxsutawney Phil did not see his shadow so Spring will be here soon!

See you all next year in Las Vegas for our MMG 28th Annual Mee ngs!

Kat

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

January - February 2019

This Month Always Sucks As I get older, I see a lot of things in life and business that seem to cycle around – it goes with the territory of being around an old guy that’s been around a long me, I guess. So now that you know I am old, I want to tell you about the one thing that cycles around that always got me and here it is. I talk to hundreds of dealers and every single one has this one recurring problem – and it isn’t just for dealers, every business has the problem, no ma er who they are. The problem is that they all have this one month each year that sucks. I got an email the other day from a service manager friend of mine that is really knocking the ball out of the park at his store. He was so proud of the performance, he went on and on about how well they were doing – and a er telling me how great things have been going for the last 6 or 8 months, he tells me that his real challenge is “February.” It always sucks, he says. I hear that all the me and whenever someone tells me that, they always follow it up with suppor ng documenta on, (I call them excuses), but they feel be er telling me the history and reasons why that par cular month sucks, so I let them rant. It might be December or January or February (those nasty winter months) or in the middle of the summer (it’s just so hot) or in the fall (back to school). “Everyone knows it sucks, it has always sucked, and it will always suck,” they say. It is what it is, they concede, and they just can’t seem to shake it, but somehow, they feel that if they come loaded with excuses to jus fy it, it makes it be er. It doesn’t. So, here’s the reason for this ar cle. I am here to tell you that you don’t always have to have those one or two shi y months a year, you just don’t. My hope is that by sharing this story, it will help some of you at least understand why the shi y month exists and maybe, just maybe, it will help you get rid of it, once and for all. Years in my past, as a service manager, December was always our “shi y month.” I bought into the excuses, I admit it. It was bad because of the holidays, the lack of snow birds, and the weather, but mostly it sucked because everybody knew that it would suck. December was always a bad month. It was always our “worst” month and we knew it. For my first 3 years of being the service manager there, I had accepted the “Curse of Shi y Decembers.” I listened to what everyone said and what the financial statements showed as factual data, and they were all right, December sucked, it was a “shi y month” and there was nothing we could do about it. But on year 4, as December neared, I decided I was going to do something different. I was red of low or no commission checks on January 10th and I was red of being bored for the whole month of December because we were so slow. We rocked every other month, breaking record a er record for sales, gross and net…except for December, so this year I decided to try to change our course. I made a plan. It was posi ve and aggressive. It was bold, even risky and it was a li le bit (OK, a lot) crazy. Every other December, because we knew it would suck, we would do stupid things. We all would give up, grin and bear it and count down the days to January, when everything would be good again. We would cut back on everything. We stopped adver sing. We stopped doing our weekly service sales mee ngs, we quit pushing work through the shop, we got lazy and depressed and weak and we tried to save ourselves into a profit (even though we knew that never works.) We did the opposite of what made us great the other 11 months. The result, not surprisingly, was that we got what we expected, a shi y month. Another shi y December. So anyway, this one year, year 4, I decided to go a different direc on. I spent more on adver sing. I got more aggressive on offers. I had my customer service girls, (what they now call a BDC) call our previous customers and tell them about our December Service Specials Event. Continued on Page 67

Mopar Masters Guild Magazine

Leaders in the Sale of Quality Mopar Parts

Continued from Page 66 I had a “service sales” mee ng every morning instead of once a week. We were going to maximize every single opportunity and if that meant we made less gross than normal, so be it - low gross, a er all, is be er than no gross. I told my guys that “all declined upsells” come to my desk because we were not going to let anyone walk. We were making deals. We were making chicken salad out of chicken shit! And I can honestly tell you it was the most fun I ever had. We had overcome boredom. We had changed history. We had made things happen when everyone said nothing will happen in this “bad month” and the results showed it. Our gross WAS lower “percentage-wise” that’s true, but our sales dollars and net dollars were up and that’s all that really counts. December had become one of our best months and we all got one of our best commission checks ever. We made shit happen. We made history. We sailed in uncharted territory, we did what everyone else said couldn’t be done and we did what we had to do to win. It was a blast and it paid well too! So, the moral of the story is simple. Don’t let the past dictate YOUR future. Don’t listen to the stories of the past or the excuse makers - they are non-believers, cowards and nay-sayers and they will convince you to give up if you listen to them. When the shi y months are in your future, step up, be a leader, rally and mo vate and push your troops to do what hasn’t been done before. Chart a new course. Take risks, have a plan and don’t go down in history as the “leader that followed” the course and had another shi y February- be the one that broke the mold and won the game. Here’s another spin. Think of how easy it is to be a star when you are comparing your performance this month to the previous shi y month last year. Records were meant to be broken - and you’ve proven you can do that. So, do it again.

Randy Johnson is the Founder and President of Car People Marketing

As a side note to the Mopar Masters Guild, let me know if any of you want to learn how our mul -media marke ng programs can recapture lost customers, a ract brand new customers they could never reach before and keep them from ever going anywhere else. It only takes 15 minutes and we can do it on the phone or online! Sincerely, Randy Johnson Rjohnson@carpeoplemarke ng.com 386.846.2430

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January - February 2019

Industry News FCA: Strong Ram deliveries, fleet drive 2% gain The Ram brand carried Fiat Chrysler Automobiles to a 2 percent U.S. sales gainin January, while hot Jeep was chilled by extremely cold weather in key regions that contributed to a 2.2 percent decline a er a record December. FCA was aided by a jump in fleet deliveries last month, which rose about 50 percent to 31,792. It was FCA’s 11th straight gain in year-over-year monthly sales. Ram sales increased 24 percent, with the brand’s pickup volume rising 19 percent. FCA said Jeep’s performance was likely hampered by frigid temperatures that hit the Midwest and Northeast last month — important markets for the brand. Produc on was also impacted. FCA, in an eﬀort to conserve natural gas that was requested by a Michigan u lity company, halted opera ons Thursday at its Warren Truck and Sterling Heights assembly plants near Detroit before resuming full produc on at the plants with the first shi on Friday. Consumers Energy asked businesses to cut down on heat while following a fire at a natural gas compressor sta on, Crain’s Detroit Business reported. Despite a slower month at Jeep overall, the Wrangler had a record January.

FCA to help dealers recruit techs Fiat Chrysler Automobiles is looking to help dealers recruit and hire more service technicians. The automaker outlined the goal during its make mee ng Friday, saying it planned to add “1,000 technicians throughout the country,” said Don Lee, president of Lee Auto Malls in Maine. FCA recognizes that it will have to generate more interest in the service tech career track to build a pipeline of candidates. So the automaker intends to rev up recrui ng eﬀorts with a new networking campaign that links students with career opportuni es. The Friday announcement to dealers comes at a me when the automo ve retail industry is facing a shortage of service technicians. FCA, ci ng data from the U.S. Bureau of Labor Sta s cs, said there are approximately 750,000 auto technicians working in the U.S. But the industry will need to hire another 46,000 between 2019 and 2026 to meet increased demand. Lee said the make mee ng was upbeat, with fewer complaints than in previous years. Former CEO Sergio Marchionne, who died in July, was men oned during the mee ng and received a round of applause. Lee said the transi on to new CEO Mike Manley has been smooth. Continued on Page 69

Mopar Masters Guild Magazine

Leaders in the Sale of Quality Mopar Parts

Continued from Page 68

Speaking a er the mee ng, Lee said he is op mis c about 2019 with the Jeep Gladiator pickup coming along with the reworked Ram Heavy Duty lineup. Ram’s heavy-duty truck interiors have been infused with luxurious touches such as woodgrain and leather. “They were too ng their horn a li le bit,” Lee said of factory oﬃcials in the mee ng. “They had a good year.”

Fiat Chrysler to pilot car-sharing, subscription for Jeep p owners Fiat Chrysler Automobiles is exploring new ways to boost sales of its money-min ng Jeep brand through a three-month pilot with peer-to-peer car-sharing startup Turo and a trial subscrip on service for Jeep owners. The automaker is recrui ng owners to rent out their vehicles through Turo, which lists 350,000 models on its pla orm and pitches itself as a a way for motorists to oﬀset their car payments. Fiat Chrysler also is partnering with Avis Budget Group Inc. on a three-month subscrip on service that will let owners swap their Jeeps for other vehicles, such as a Ram pickup or Dodge Challenger, said Tim Kuniskis, head of the Jeep brand in North America. Both pilots start next week in Boston and will be limited to the first 100 owners who register for each. “All these people who are casually going, ‘Is it for me or not for me?,’ I can then get them as poten al prospects to sell them a brand-new Wrangler,” Kuniskis said in an interview at the Detroit auto show this week. “We’ll find out what’s good and what’s bad, what customers like and what they don’t like, and ul mately from that we’ll decide if we want to do this as something we promote to our dealerships at the me of sale.” Mixed success Automakers and car dealers have been dabbling with flexible-ownership models, with mixed success. The goal is a rac ng younger consumers whose tastes have been shaped by the likes of Airbnb Inc. and Uber Technologies Inc. General Motors started a program last summer that lets owners rent out their GM vehicles using its carsharing unit, Maven. GM’s Cadillac brand, BMW AG, Daimler AG’s Mercedes-Benz and Porsche AG all have tried out subscrip on pilots, though Cadillac paused its program and BMW slashed the ini al pricing of its subscrip ons a er Mercedes oﬀered a lower rate. The biggest stumbling blocks in figuring out the subscrip on model are pricing and delivery, Kuniskis said. Avis will supply the inventory for the pilot to spare local dealers the deprecia on risk of holding the cars. Par cipants will be able to flip models as many as six mes during the three-month period, two with delivery and the rest requiring them to pick up the vehicle themselves. “We know all the pluses and minuses of subscrip on services, we’ve seen some challenges,” Kuniskis said. “Let’s step our toe in, let’s see if this is, No. 1, right for the brand. If it makes sense, let’s try it.” Source: www.automo venews.com

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

January - February 2019

2019 2 01 9 M o opar p ar M ast aster er s G Gui ui ld O fffi fi cer c e r s & Com Committee m i t t eess Vendor Commi ees

Oﬃcers: President - Susan McDaniel - Bill Luke CJD – Phoenix, AZ Vice President - Joe McBeth - Dallas DCJ – Dallas, TX Secretary - Mike Opperman - Baxter CJD - Omaha, NE Treasurer - Don Cushing - Tasca Automo ve Group - Johnston, RI

Execu ve Commi ee - All Oﬃcers Including: Dan Hu on - Tom O’Brien DCJR - Greenwood, IN Marvin Windham - Benchmark CJD – Birmingham, AL Alan Yancey - Hayes CDJ - Alto, GA Rick Monteiro - Jack Powell CJD – Escondido, CA Rick Cutaia - Rick Hendrick DCJR – Charleston, SC Paul Allred - Stateline CJD – Fort Mill, SC Gerry Oakes - Baxter CJD - Omaha, NE Glenn Hojnacki - Milosch’s Palace CJDR – Lake Orion, MI Cody Eckhardt - Larry Miller DCJR - Sandy, UT

Guild Commi ees:

CDK Global Mike Opperman - Baxter CJD - Omaha, NE - (Chair) Dan Hu on - Tom O’Brien DCJR - Greenwood, IN Paul Allred - Stateline CJD – Fort Mill, SC Joe McBeth - Dallas DCJ – Dallas, TX

Reynolds & Reynolds Rick Cutaia - Rick Hendrick DCJR – Charleston, SC (Chair) Randy Rogers - Huﬃnes CJDR - Plano, TX Kent Cogswell - Jack Phelan CDJR - Countryside. IL Alan Yancey - Hayes CDJ - Alto, GA Marvin Windham - Benchmark CJD – Birmingham, AL (Alt)

OEConnec on & Snap On Business Solu ons

Finance Commi ee

Dan Hu on - Tom O’Brien CJD – Greenwood, IN (Chair) Paul Allred - Stateline CJD – Fort Mill, SC Susan McDaniel - Bill Luke CJD – Phoenix, AZ Cody Eckhardt - Larry Miller DCJR - Sandy, UT Don Cushing - Tasca Automo ve Group - Johnston, RI

Susan McDaniel - Bill Luke CJD – Phoenix, AZ Don Cushing - Tasca Automo ve Group - Johnston, RI Rick Cutaia - Rick Hendrick DCJR – Charleston, SC

UPS

Nada 2019 Planning Jill Vance - Avenue Event Group, LLC

Newsle er/Website/Social Media Don Cushing - Tasca Automo ve Group - Johnston, RI

Paul Allred - Stateline CJD – Fort Mill, SC (Chair) Rick Cutaia - Rick Hendrick DCJR – Charleston, SC Rick Stewart - Commonwealth DR - Louisville, KY

AER Robert Chatwin - Larry Miller DCJR - Sandy, UT (Chair) Glenn Hojnacki - Milosch’s Palace CJD – Lake Orion, MI Josh Gouldsmith - Gladstone DCJ - Gladstone, MO Shane Birdyshaw - Benchmark CDJR - Birmingham, AL Jim Jaeger - Bosak Motors - Merrillville, IN (ALT)

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

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Mopar Masters Guild Magazine