MMG Magazine July-August 2014

Leaders in the sale of quality Mopar Parts.

July - Aug 2014 In This Issue President Rick Cutaia ............................... 2 Johnson Rules at Mopar Mile-High NHRA Nationals ....................................... 4 Opinions....................................................... 5 NJ Introduces Legislation to Ban Fake Airbags ............................................... 6 ABAT Hosts Inaugural Meeting ....... 7-8 Guest Editorial - Communication ......... 9 MMG Supporting Vendors .............10-11 Autobody News........................................12

Mopar Block Party Kick Starts Mopar Mile-High Nationals Page 3

UPS .............................................................13 FenderBender/Ratchet+Wrench.........14 Katzkin .......................................................15 Reynolds & Reynolds..............................16 Rousseau Storage.....................................17 Elite Extra...........................................18-19 OEConnection ....................................20-21 ADP ......................................................22-23

Chrysler Signs Patent License Agreement, Ends Lawsuit Page 7

Magneti-Marelli ......................................24 Mopar Service Drive Store ...................25 How to Market to Millennials........26-27 Passages - Janet Wennerstrom .............28 State Farm Ordered to Pay ...................28 Auto Glass Controversy Continues ....29 2014 MMG Committee..........................30

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

Mopar Masters Guild

2

July - Aug 2014

From the Desk of MMG President Rick Cutaia

“PASSION” While at the last mee ng forum with Mopar, one word kept coming up over and over again. It kept coming back. Whether it was during our mee ngs, happy hour with friends, or just enjoying a nice meal with those same business-minded friends; this word just kept repea ng.

Not being one to believe in coincidence, I took the me to look through my notes from the New Orleans trip. (You all remember that trip- New Orleans liked us so much that it insisted on us extending our me!)

While glancing through those notes, there it was. That word. Passion.

Do I have it? Do I s ll have “passion”? Honestly, I couldn’t say that I did. The enthusiasm just wasn’t there. Like some of you, I have been in the same posi on for eighteen years, and over me, we get caught up in the pit of doing the same rou ne over and over again. The job can get so predictable, that I can sit in my office and foresee the next obstacle that was coming, almost like clockwork.

The way of doing business is much different now than it was five years ago and it will most certainly be different five years from now. A normal day just is not normal anymore. I constantly have to handle things that take up so much of my me. The me spent on mundane things is the me that I would like to have reserved for implemen ng and growing my business. I would like to find that fire that I had eighteen years ago, when I was given the opportunity to manage the parts department.

So we move forward, and we face the changes and expecta ons that are placed upon us. In doing so, how do we find that “passion” that we all once had? How do we keep the passion once we have made it- our departments are successful, we are successful?

Here’s what we do. We maintain. We fight to keep the passion, the fire, and the energy that made us who we are in our professions.

Sincerely, Rick Cutaia MMG President Rick.cutaia@hendrickauto.com

Mopar Masters Guild Magazine

Leaders in the Sale of Quality Mopar Parts

3

MOPAR BLOCK PARTY KICK STARTS MOPAR MILE-HIGH NATIONALS Mopar brought horsepower to the Denver area off the track, as thousands of Mopar fans and drag race enthusiasts turned out for the annual Mopar Block Party, held July 17 on the eve of the Mopar Mile-High NHRA Na onals.

Now in its 13th year, the Mopar Block Party once again packed the streets of downtown Golden, Colorado.

Fans met their favorite NHRA stars at the Team Mopar autograph session, lined up to check out Mopar display cars and race machines and received informa on about Mopar Express Lane service and Magne Marelli Quality Auto Parts Offered by Mopar at the many booths that lined the streets of Golden.

Also on display at the Block Party was a brand-new beast from the Dodge brand — the fastest muscle car ever, the 707 horsepower 2015 Dodge Challenger SRT Hellcat. Dodge also unleashed the SRT Hellcat at the drag strip, as Richard Rawlings, from Discovery Channel’s Fast N’ Loud reality show, took part in a special race that pi ed his modern-day Challenger against a classic 1971 Dodge Challenger HEMI. Rawlings’ smoky burnout brought the crowd to its feet, with the Hellcat ul mately taking the win at the finish line.

To help mark the 50th anniversary of the introduc on of the Gen II 426 Race HEMI engine to motorsports compe on, Mopar chose Tom Hoover, regarded as the father of the HEMI, as Grand Marshal for the Mopar Mile-High Na onals. On race day, Mopar presented Hoover with the Mopar President’s Award in recogni on of his contribu ons, loyalty and service to the Mopar brand. Hoover began his career as a Chrysler Corpora on engineer and progressed to leading a performance revolu on, which included the 426 HEMI, whose architecture is s ll used in NHRA compe on.

Look for the Mopar brand to con nue its visits to Golden and Bandimere Speedway in the near future.

During pre-race fes vi es for the event, Mopar announced a three-year extension of the brand’s tle rights sponsorship of the Mopar Mile-High Na onals, which began in 1989. The brand’s current 26-year rela onship is the longest running tle sponsorship in the NHRA Mello Yello Drag Racing Series, and among the longest in all of motorsports.

Source: Mopar Momentum

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July - Aug 2014

Johnson Rules at Mopar Mile-High NHRA Nationals Allen Johnson did it again. For the third consecu ve season, and for the sixth me in the last eight years, Johnson powered to the NHRA Pro Stock victory at the Mopar Mile-High NHRA Na onals on Sunday, July 20, bringing home yet another trophy for his primary sponsor Mopar at the brand’s headline event.

Johnson drove his “Magne Marelli Quality Auto Parts Offered by Mopar” Dodge Dart past Tommy Lee, Chris McGaha and Dave Connolly to set-up an all-Mopar final against teammate Jeg Coughlin Jr. and his JEGS.com/Mopar Dodge Dart. In his eighth consecu ve final round at Bandimere Speedway, located near Denver, Johnson drove to his quickest run of elimina ons, a 6.930-second elapsed me at 198.61 mph, while Coughlin was a bit too early on the tree, fouling out on a red-light, giving Johnson his sixth Mopar Mile-High NHRA Na onals crown.

The win was the 24th of Johnson’s career and fourth of the season, and comes during Mopar’s marking of the 50th anniversary of the Gen II 426 Race HEMI® engine, as well as the celebra on of 100 years of the Dodge brand. The showdown also marked the third-straight all-Mopar Pro Stock final at Bandimere (Johnson defeated Colorado na ve V. Gaines in the money round in 2012 and 2013).

“This team just con nues to find a way to do it,” said Johnson, who with the victory is now second allme in Pro Stock wins at the venue, behind only Pro Stock legend Bob Glidden. “We want to win here for Mopar and Magne Marelli, and my guys step up, and I step up. It’s a confidence thing. It’s just deep in our gut, and we keep doing it.”

“Congratula ons to Allen (Johnson) and the team for driving the Magne Marelli Offered by Mopar Dodge Dart to an incredible sixth career win at Bandimere Speedway,” said Pietro Gorlier, President and CEO — Mopar, Chrysler Group’s service, parts and customer-care brand. “What a great way to add to our celebraon of the Gen II 426 Race HEMI at our signature event.”

Carrying special Gen II 426 Race HEMI 50th Anniversary Tribute graphics on his Mopar Dodge Charger R/T Funny Car, which was named the Best Appearing Car at the event, Ma Hagan advanced as far the quarterfinals, knocking off Alexis DeJoria in the first round before losing to John Force in the second round a er smoking the res.

Source: Mopar Momentum

Mopar Masters Guild Magazine

Leaders in the Sale of Quality Mopar Parts

5

Opinions Opinion: “A personal view: the view somebody takes about an issue, especially when it is based solely on personal judgment.”

I would like to encourage and challenge our guild membership to get involved and to offer their opinions and ideas (informa on) for the whole group to consider. These opinions could and should be offered up through the many different outlets the guild provides. This magazine is certainly one medium. The guild has a Facebook page, and our website and forum are other excellent tools that could be used to present ideas.

Like most organiza ons, we are a diverse group and have many different ideas and belief systems about how things should work and how outside market forces will impact our businesses.

One of the strengths of our organiza on has been our ability to exchange ideas and opinions, best stated by our mo o:

“The exchange of informaƟon by like-size dealers in a noncompeƟƟve environment.”

In this age of poli cal correctness, and out of fear of rejec on, we may some mes become so reserved that we fail to express ideas, unless we have evidence that most of our group agrees. (Obviously those who know me understand this isn’t, nor has it been, my problem.) I would like to ask our Newsle er Chairperson, Don Cushing to encourage an ar cle in each of our magazine publica ons that allows members to express their opinions. This could be done with anonymity or be a signed ar cle. Members have given me various reasons for not presen ng their ideas, such as everyone is probably already doing it their way, it might be too radical for the group to consider, or other managers might think their idea is stupid. All of us have thought those things at one point or another, and to make a difference, it some mes takes a li le courage to step out in spite of these reserva ons. I can promise you that these fears are almost always unfounded!

We should allow almost all ideas while maintaining a few rules of courtesy, decency, and common sense, as long as every one of these editorials is followed by a disclaimer such as, “This ar cle is not necessarily endorsed by, nor the opinion of the Mopar Masters Guild, but an avenue to offer diverse views.”

Submi ed by Marvin Windham Parts Director - Benchmark Chrysler Dodge Jeep Ram

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

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July - Aug 2014

New Jersey Latest State to Introduce Legislation to Ban Fake Airbags State Assembly and Senate bills introduced last week seek to prohibit the manufacture, sale, or installa on of counterfeit or nonopera onal air bags in a motor vehicle.

New Jersey Assemblywoman Anne e Quijano on June 9 introduced Assembly Bill 3364 that seeks to seek to prohibit the manufacture, sale, or installa on of counterfeit or nonopera onal air bags in a motor vehicle.

The measure contains language similar to that found in legisla on and laws introduced in several other states over the last year. An iden cal bill was also introduced in the New Jersey Senate on June 12 by Senator Peter J. Barnes III. Under the provisions of this bill, as introduced, a person who “manufactures, imports, installs, reinstalls, sells, or offers for sale any device with the intent that the device replace an air bag in any motor vehicle and knows or reasonably should know that the device is a counterfeit air bag, a nonfunc onal air bag, or does not meet certain federal safety requirements is guilty of a fourth degree crime.”

A fourth degree crime is punishable by up to 18 months imprisonment, and a fine of up to $10,000, or both.

The bill also includes language that seeks to make it illegal to disable or cause the vehicle’s diagnos c system to make it seem like a func oning airbag is installed.

The bill would also make it a fourth degree crime for anyone “…who sells, installs, or reinstalls in any motor vehicle a device that causes the motor vehicle’s diagnos c system to inaccurately indicate that the vehicle is equipped with a func onal air bag when a counterfeit air bag, a nonfunc onal airbag, or no air bag has been installed…”

The bill would also make each instance where a counterfeit or nonfunc oning airbag was installed count as a separate viola on.

Viola ons under the bill would also be treated as an unlawful prac ce under the consumer fraud act in the state and would be punishable by a penalty of not more than $10,000 for the first offense or $20,000 for further offenses. Also, an injured party could be awarded triple damages and costs under the bill language.

Source: www.collisionweek.com

Mopar Masters Guild Magazine

Leaders in the Sale of Quality Mopar Parts

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LKQ Corporation and Chrysler Sign Patent License Agreement, End Lawsuit Agreement brings end to lawsuit filed by Chrysler in January LKQ Corpora on announced it has entered into a Patent License Agreement with Chrysler Group LLC that grants LKQ a license under certain Chrysler design patents in connec on with LKQ’s distribu on and sale of a ermarket collision parts in the United States. As part of the agreement, Chrysler will dismiss the complaint it filed in January 2014 against LKQ alleging that the distribu on of certain a ermarket parts by LKQ infringed Chrysler’s design patents rela ng to its Dodge Ram pickup truck.

Further details about the agreement and its terms and condi ons are confiden al.

On January 16, Chrysler Group LLC filed a lawsuit against LKQ Corpora on and Keystone Automo ve Industries, Inc. in the U.S. District Court in the Eastern District of Michigan. The complaint alleged that LKQ and Keystone infringed upon 10 design patents owned by Chrysler covering Ram brand vehicles.

Lawsuits involving automo ve design patents started over nine years ago. In December 2005, a similar suit was filed by Ford with the U.S. Interna onal Trade Commission (ITC) claiming that certain a ermarket parts violate patents held by the automaker. Keystone Automo ve Industries, Inc. was iden fied as a respondent in that ac on. Ford’s patents were upheld and in April 2009, LKQ reached a deal with Ford to sell copies of Ford patented crash parts.

Last November, the Automo ve Body Parts Associa on (ABPA) filed a lawsuit in the United States District Court for the Eastern District of Texas against Ford Global Technologies, LLC that seeks to have design patents for body parts ruled invalid.

ABAT Hosted Inaugural Meeting June 18 On Wednesday, June 18, the newly-formed Auto Body Associa on of Texas (ABAT) held their Inaugural Meeting, featuring guest speaker BarreƩ Smith, President and Founder of Auto Damage Experts, Inc. Burl Richards, Ac ng President of ABAT, believes the mee ng went very well with over 80 a endees present.

“The event exceeded our expecta ons as we originally were expec ng about 40-60 par cipants, but as the mee ng got closer and we received more responses, it was obvious that we should prepare for more. We believe that, as word gets out and posi ve changes begin to happen, we will have even more par cipa on which will be crucial as it will truly take a group effort to get things turned in the right direc on.”

ABAT organizers were excited about the various collision repair industry fields represented at the mee ng as well as the interest expressed by distant shops. In addi on to body shop representa ves from all across Continued on Page 8

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July - Aug 2014

Continued from Page 7 eastern Texas, a endees included vendors and jobbers such as Kent Automo ve, English Color, Paint Works and BASF who sponsored the food at the event. Representa ves from Gulf States Toyota were also present as well as two members from “Team PRP” Highway Auto Parts and even Snyder’s Auto Salvage, visi ng from Temple, TX, which is nearly 200 miles away.

A er opening with prayer and the Pledge of Allegiance, Smith led the group in a discussion about the fact that “when it comes to An -Trust laws, we must abide by them, but that in no way restricts us, as collision repair shops, from discussing the viable issues that we face,” Richards recalls. “Being scared to discuss issues only keeps us where the insurance companies want us – uninformed.”

Smith also discussed the problem with many required repair procedures going overlooked and unpaid and how, when omi ed, these can create significant, yet unnecessary, liability issues for the repair facility. A er highligh ng these processes and explaining how shops can prevent being subjected to this extraneous liability, Smith presented on the value of Variable Rate Surveys and how this informa on, when gathered properly, can indicate the labor rates in specific areas, as well as to highlight deficiencies in training, cer fica ons and equipment.

Following Smith’s presenta on, a endees discussed ABAT’s mission which is “to create an environment of professionalism, respect and accountability while also having the ability to collect fair and reasonable compensa on for repairs,” Richards explains. Lastly, the group debated the possibility of invi ng CSI to conduct a rate survey in their region, an ini a ve that will be put to a vote at ABAT’s next mee ng.

Overall, a endees responded very posi vely to ABAT’s Inaugural Mee ng and seemed ready to meet again as soon as possible. ABAT fulfilled their purpose for this mee ng which was, according to Richards, “to educate shop owners and managers of their rights, not as the insurance companies instruct, but to be open to discussion with other shops without being fearful.”

Richards further explains that the forma on of ABAT and all associa on-sponsored events are important because “as vehicle technology increases and insurance companies want to pay less and less for procedures and opera ons required to restore vehicles to their pre-loss condi on, we must remain profitable in order to educate and equip our shops with the necessary tools to put ‘safe’ vehicles back on the road.”

ABAT has schedule a board mee ng on July 2 to discuss their upcoming agenda, and they hope to hold their next mee ng at the end of July or early in August. For more informa on about ABAT, contact Burl Richards at Burl@BurlsCollision.com This e-mail address is being protected from spambots. You need JavaScript enabled to view it .

Source: www.AutoBodynews.com

Mopar Masters Guild Magazine

Leaders in the Sale of Quality Mopar Parts

9

Communication A guest editorial submi ed by Marvin Windham - Parts Director - Benchmark CJDR Some mes in our business we all feel overwhelmed. This is even more prevalent when given an extracurricular responsibility, such as being an officer in our organiza on. Fortunately we have been given a great opportunity in our organiza on to improve our communica on by using Gerry Oakes, now that he has cut back some on his Baxter responsibili es.

This doesn’t absolve the officers and other execu ve commi ee members from their responsibili es, but he will certainly be able to provide valuable help!

I think our communica on has been lax in the guild going back several years for the very reasons stated above.

Now is the me to fix our problem and to do be er going forward.

Some poten al ideas we may need to address:  We need an accurate list of our membership and poten al members, and this list must be maintained.  Everyone on this list needs to have a one-on-one conversa on with a current, ac ve member a few mes every year to let them know firsthand what is happening within our guild.  Once we get a good list, officers and execu ve commi ee members should have a goal to personally speak to those managers outside their normal circles. Maybe set a goal of ten managers per month?  We need to do a be er job of no fying membership of our upcoming mee ng plans.  Give an accurate and full accoun ng of the various mee ngs that many of us a end on the guild’s behalf throughout the year.  When a new member pays his or her dues, it should trigger a series of events, including sending a le er to welcome the new member to the guild, adding the new member to all the guild mailing lists (including this magazine), and placing a call to answer ques ons and make sure the new member knows what to expect.  While e-mail is the preferred method of communica on for most of us, it isn’t for everyone. I think mee ng announcements and details should be sent out via a le er through the USPS, which would be two mailings per year.  At a minimum once a quarter the officers and execu ve commi ee should have a conference call to see if any issues should be addressed and to make sure we are on track.

These are my opinions—what are yours?

Marvin Windham “This ar cle is not necessarily endorsed by nor the opinion of the Mopar Masters Guild, but an avenue to offer diverse views.”

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

Our Supporting Vendors: Support those who support you.

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Mopar Masters Guild Magazine

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Our Supporting Vendors: Support those who support you.

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

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July - Aug 2014

Mopar Masters Guild Magazine

Leaders in the Sale of Quality Mopar Parts

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70% of Shoppers Prefer Buying Auto Parts Online Are they buying from you?

UPS can help Chrysler dealers tap into this expanding channel for greater e-commerce growth and profits.

Provide a better customer experience with UPS delivery and returns options. Customers can reroute or reschedule their home parts deliveries with UPS My Choice® and experience faster and more convenient returns with preprinted return labels.

Keep efficiency up and costs down with UPS services. UPS delivers earlier to more businesses and ZIP Codes than any carrier and can match transport mode to delivery need to help save you money. One UPS driver for all deliveries and pickups also minimizes interruptions in your day.

Increase productivity with UPS technology solutions. Customize shipping labels to promote offers, build brand and reduce marketing spend. Process more parts shipments in less time with automated data input. And help manage customer expectations through end-to-end visibility and email alerts.

For more information Contact UPS at 800-567-9989 or visit the Chrysler MarketCenter site within DealerConnect.

Source: UPS Pulse of the Online Shopper™, A Customer Experience Study: Automotive Parts & Accessories Buyers, October 2013 © 2014 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.

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

16

July - Aug 2014

Accessories

Made Easy

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

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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.

The Future of Accessories - AddOnAuto Dealerships using AddOnAuto are experiencing an average of $475 additional revenue per vehicle sale. AddOnAuto uses a ]PZ\HS JVUÄ N\YH[VY LUHISPUN J\Z[VTLYZ [V ]PY[\HSS` HKK VY YLTV]L HJJLZZVYPLZ HUK PUZ[HU[S` ]PL^ [OLT VU [OLPY ]LOPJSL 0U HKKP[PVU AddOnAuto connects dealers to a vast, constantly updated vendor KH[HIHZL VM HJJLZZVYPLZ NP]PUN [OLT [OL ZHSLZ WV^LY ^P[OV\[ [OL L_WLUZL (KK6U(\[V PZ [OL ^VYSK»Z Ä YZ[ KPNP[HS KLHSLY Z\WWSPLY UL[^VYR MVY YLHS [PTL JH[HSVN WYPJPUN HUK WYVK\J[ \WKH[LZ HSS VU one platform.

Accessories are no longer an afterthought. They are an integral PUJVTL NLULYH[PUN I\ZPULZZ MVY [OL KLHSLYZOPW ^P[OV\[ JH\ZPUN the parts department any additional headaches of maintaining a physical inventory.

© 2014 The Reynolds and Reynolds Company. 1SEMA 2NADA. All rights reserved. Printed in the U.S.A. 1056957

Mopar Masters Guild Magazine

8/14

Leaders in the Sale of Quality Mopar Parts

17

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

18

July - Aug 2014

Looking for a way to increase profits, while lowering your operational costs?

ELITE EXTRAâ&#x201E;˘ is an online, real-time software tool that drives ROI and lowers operational costs by streamlining your distribution and delivery processes.

Call 1.88.484.8729 to schedule a demo or visit www.EliteEXTRA.com for more information!

Mopar Masters Guild Magazine

Leaders in the Sale of Quality Mopar Parts

19

Find out the secret these Guild members already know...

Bald Hill Chrysler Baxter Chrysler Jeep Dodge Brunswick Auto Mart Cerritos Dodge Chapman Chrysler Jeep Christopher’s Dodge World Dallas Dodge Chrysler Jeep Earnhardt Chrysler Jeep Dodge Fred Beans Dodge Chrysler Jeep Glenn E Thomas Dodge Chrysler Jeep Go Chrysler Jeep West Go Dodge Arapahoe

/\MÄULZ *OY`ZSLY 1LLW +VKNL 3L_\Z Jack Powell Chrysler Jeep Dodge Ken Garff West Valley Chrysler 3HYY` / 4PSSLY *OY`ZSLY 1LLW +VKNL 3HYY` 4PSSLY +VKNL Milosch’s Palace Chrysler Jeep Park Chrysler Jeep Power Chrysler Jeep Dodge Quirk Chrysler Jeep Schlossmann’s Dodge City Chrysler Tacoma Dodge Chrysler Jeep Towbin Dodge

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July - Aug 2014

Are you using the right tool?

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

22

July - Aug 2014

Service Connect Community Share y Learn y Collaborate Say HELLO to the new Service Connect Community Service Connect Community was designed with you in mind. It’s a whole new way to share, learn, and collaborate with others just like you – dealership employees who use ADP solutions every day.

Follow these easy steps!

Click the Community icon on the ADP Service Connect panel, under ‘My Support’. Read and accept the Community terms and conditions

Join the conversation. Scan the Community for answers, post a question, share your expertise.

Stay informed. Keep track of what’s new by subscribing to a ‘forum’ or ‘topic,’ or bookmark a topic for future reference.

The Service Connect Community is always open – around the clock. More and more people are joining every day, and the library of helpful information is growing. Join the conversation today and check back often!

Three great reasons to join the conversation:

Users Helping Users

An online forum where you can share tips, solutions and solve daily business challenges with fellow ADP product users.

Knowledge Sharing

Sharing expertise is a big part of any community and that makes it an excellent place for you to get and to share feedback on how to best use your ADP solutions to meet your business goals. More and more people are joining every day, so check back often.

Easy and Secure

Service Connect Community is embedded within your workflow, making it secure, and super easy to access and participate. Only ADP Dealer Services clients using Service Connect have access.

ADP Dealer Services, Inc. / 1950 Hassell Road / Hoffman Estates, IL 60169-6308 / adpdealerservices.com / 888.424.6342 ADP, the ADP logo and In the Business of Your Success are registered trademarks of ADP, Inc. © 2014 ADP Dealer Services, Inc.

Mopar Masters Guild Magazine

Leaders in the Sale of Quality Mopar Parts

23

The right technology in the hands of your people.

That’s your Edge.

M O N T H

Appointments

Inspection

Lane

You told us what you wanted: An end-to-end service solution that does it all.

Online appointments to the lane to lift inspection with no rekeying—plus integration with ServicePricing—in one ridiculously easy-to-use mobile interface that lets your staff and their customers feel good about their service experience.

ADP ServiceEdgeSM gives you that Edge.

An ADP study found that only 10% of consumers believe that dealerships are better than independent service centers at fixing vehicles.

Read the results at adpdealerservices.com/youredge and then contact ADP to learn how ServiceEdge can help change this perception.

©2013 ADP Dealer Services, Inc. / The ADP logo is a registered trademark of ADP, Inc. / 888.424.6342 / adpdealerservices.com

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

24

July - Aug 2014

20

AUTOMATED CASH BACK ON MAGNETI MARELLI OFFERED BY MOPAR PARTS* ®

Call your local Chrysler, Jeep , Dodge or Ram dealer for hot deals on AC compressors, starters, alternators, brake pad kits, catalytic converters and more. Visit mopar.ws/mm20 for details on rebate*. ®

*20% automated rebate on orders ends September 30, 2014, and is extended to Independent Repair Facilities, Warehouse Distributors, Fleets and non-Chrysler Group dealerships. Internet sales to consumers are not eligible for this rebate. No rebate form or invoice required. Offer excludes batteries. Chrysler Group LLC reserves the right to audit dealer parts usage. Total monthly purchases must reach $100 or more to receive automated rebate. Offer excludes Chrysler, Jeep , Dodge, Ram, SRT and FIAT vehicles.

Available at participating dealers. Cannot be combined with any other offers. ®

®

®

Offer ends September 30, 2014 – ACT NOW! Get the quality and convenience you expect with Magneti Marelli Offered by Mopar . With coverage for all major makes, plus competitive warranties, the only risk you take is waiting to order! ®

©2014 Chrysler Group LLC. All Rights Reserved. Chrysler, Jeep, Dodge, Ram, SRT and Mopar are registered trademarks of Chrysler Group LLC. FIAT is a registered trademark of Fiat Group Marketing & Corporate Communication S.p.A., used under license by Chrysler Group LLC. Magneti Marelli is a registered trademark of Magneti Marelli S.p.A. Printed in U.S.A.

Mopar Masters Guild Magazine

Leaders in the Sale of Quality Mopar Parts

25

SIZZLING NEW SALES TOOLS NOW AVAILABLE THROUGH THE SERVICE DRIVE STORE NEWLY IMPROVED BRAKE WEAR GAUGES Specially designed for quick inspections to identify the gap between brake shoes and rotors, the new metal Service & Tire Center Brake Wear Gauge gives service technicians accurate measurements of remaining brake lining using a color coding system. Red indicates a brake change is needed, yellow indicates that the customerâ&#x20AC;&#x2122;s brakes are in the danger zone and green means they are currently in the safe zone. Brake wear gauges give an accurate measure of pad thickness and show when itâ&#x20AC;&#x2122;s time to replace.

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MULTI-POINT VEHICLE CHECKUP and additional items (not

Use these new, heavy-duty 16â&#x20AC;? x 20â&#x20AC;? Mopar Counter Mats in your service area to highlight your dealershipâ&#x20AC;&#x2122;s promotions and offers. With space for two interchangeable 8.5â&#x20AC;? x 11â&#x20AC;? inserts, you are able to make updates to your mats throughout the year! You also have the ability to customize and print FREE downloadable inserts, with designs speciďŹ cally created for use with your Mopar Counter Mat.

NTENANCE SEASONAL MAI 00* $ SERVICE

Register at ect.com for moparownerconn

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dealers only.

Chrysler Group LLC Valid at participating with any other offers. Customer be used Group LLC *Offer expires XX/XX/XX. higher. Chrysler prior service. Cannot Offer not valid on local tax. Specialty vehicles slightlywithout notice or obligation. amend this offer inspection. Any necessary is responsible for change, cancel or be required after has the right to repairs that may Price does not include in our Service Department. repairs can be completed

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STAY OUT IN FRONT OF CUSTOMERS WITH NEW SERVICE SHUTTLE VEHICLE GRAPHICS Your dealership courtesy shuttles are one of the most important conveniences for customers â&#x20AC;&#x201D; leave a lasting impression and promote your services on-the-street with Mopar vehicle graphics packages for your courtesy shuttles. All Mopar courtesy shuttle graphics are eligible for up to 100 percent reimbursement using your Mopar One retail funds. Stimulate market awareness for your service lane, while reinforcing your service message to existing customers as they enjoy a ride to work or home, while their vehicle is getting your best service.

800-555-1234

HOMETOWN MOTORS 110 STATE STREET, WESTBURY, NY

ÂŽ

800-555-1234

HOMETOWN MOTORS 110 STATE STREET, WESTBURY, NY

800-555-1234

HOMETOWN MOTORS 110 STATE STREET, WESTBURY, NY

Š2014 Chrysler Group LLC. All Rights Reserved. Mopar is a registered trademark of Chrysler Group LLC.

Visit the Service Drive Store at www.dealers-mopar.com > Retail Tab > Service Drive Store to order your materials.

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

26

July - Aug 2014

How to Market to Millennials Wri en by Ed A anasio

We’ve all heard the term but what exactly is a Millennial? Born between 1981 and 1996, Millennials are represented by 86 million people, which means they’ve outpopulated the Baby Boomer generaon by seven percent. There are more 22-year-olds than 53-year-olds on the planet right now and by 2018 it is es mated that the Millennials will be outspending the Baby Boomers by a large margin. My stepdaughter is staying with us this summer, so I am ge ng a firsthand view of how these Millennials live. One thing I no ced is that they eat a lot and text a lot and ignore me with a passion. They’re also very in tune with all of the latest technology and social media and are extremely adept at rolling their eyes and saying things like “whatever” and “it is what it is.”

Some find them to be en tled and downright rude, but no ma er what your opinion of them is, Millennials are a very significant segment of the market, and that’s why any consumer business should be at least remotely interested in what they’re up to. So, why should the collision industry care about this age group? Because they have money, they drive nice cars and just like everyone else—they get into accidents.

A er years of studying Millennials, marketers and ad agencies all over the world know full well that the Millennial genera on isn’t just a bunch of en tled kids with smart phones snapping selfies and chasing down the latest Groupon deal. In fact, businesses that aren’t pursuing Millennials will soon be missing out on a major consumer opportunity from a genera on with an expected $2.45 trillion annual spending power by 2015. Body shops should be marke ng to Millennials right now, because they’re the consumers of the world’s, both today and tomorrow.

The problem is that most owners of leading ad agencies and marke ng/pr companies are in their 40s and 50s and they’re s ll trying to use techniques that worked back in the Madmen days. But, in order to cater to the Millennials, the powers-that-be have to re-invent themselves once again and devise ways to appeal to these 20-somethings. I recently took a two-day seminar about social media and most of it was dedicated to adver sing and marke ng to Millennials. The class was taught by a Millennial, so the informa on was both per nent and useful.

More and more companies are recognizing the value of marke ng to Millennials. By using these five ps to re-calibrate your marke ng, public rela ons and adver sing efforts, you’ll be able to tap into this increasingly powerful genera on.

1. Don’t Talk Down to Them I was talking to a Millennial one day about a world without personal computers or the Internet and he looked at me like I had just emerged from a cave. As the most educated and savvy consumer group in the world, Millennials know what they want and are very skilled at finding it all by themselves. Now, collision repair is obviously not an impulse buy and the Millennials will treat it as an unnecessary expense, like Obamacare or parking ckets. But, in the end they don’t like to be corralled into doing Continued on Page 27

Mopar Masters Guild Magazine

Leaders in the Sale of Quality Mopar Parts

27

Continued from Page 26

something, so branding and adver sing to this group may be more important than ever. They’re not the type that is going to just blindly pick one body shop from the list their insurance company shows them. They will want to do their due diligence and ask around, as well as referring to the shop’s web site, Yelp page and other assorted social media.

2. Don’t Camouflage Your Message “Be real,” is something the Millennials want to tell their parents and the new word I keep seeing everywhere is “transparency.” (Back in the old days, if you called somebody “transparent,” it meant they were not genuine, but now I guess it means exactly the opposite.) My stepdaughter has seen the media change and evolve and has been bombarded by literally millions of ads during her 20 years on the planet, so she can’t be fooled, cajoled or directed by adver sing. The Millennials want the facts now and don’t want to sit through your long descrip ons or veiled messages. Their me is limited and they’re juggling 1,500 things simultaneously and that’s why studies show that Millennials will value honesty and a straigh orward approach when it comes to adver sing.

3. Strengthen Your Presence Online Millennials are comfortable buying things online and that’s why brick and mortar businesses are moving toward the Internet more all the me. Unfortunately, you can’t get a fender bender repaired via the computer, but much of the groundwork can likely happen there. And that’s why it is important to have a good web site and some presence on Facebook and Instagram, for example, because these Millennials care about it and may use one or more to make their buying decisions.

4. Millennials Communicate All the Time…with Each Other This genera on is more connected than any group in history, because they have so many ways to do it.

They also rarely live alone and have numerous roommates in many cases, so word-of-mouth (or text or video or photo bomb) is more valuable to adver sers who understand this. The old days of crea ng a “buzz” is always beneficial, but now it’s more concentrated and it all moves so much more quickly.

Come up with a shorter, more concise message, so that the Millennials can grasp it fast and disseminate it to their friends and associates seamlessly. It’s called “going viral” and if you can get achieve it, you’ll be a success—Millennially speaking.

5. Quality is SƟll King (or Queen) With today’s technology, bad service and poor quality can’t be swept under the carpet anymore. Anyone can find your compe tors online within milliseconds and we all know that bad news travels faster than good news. Companies that take the me to provide convenient, Millennial-friendly services and quality products will be con nually rewarded with posi ve recommenda ons, via the spoken word, smartphones or laptops. Either way, Millennials are demanding be er service and higher quality while possessing the power to influence others, so listen to what they’re saying and start concentra ng on this demographic more. Whether you’re enamored or not with their a tudes or behavior, they’re a huge market and you can’t deny it any longer.

Reprinted from www.AutoBodyNews.com - Wri en by Ed A anasio

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July - Aug 2014

Passages - Janet Wennerstrom

Janet (Thorton) Wennerstrom of Foster, passed away peacefully on Sunday, July 27, 2014. She was the beloved wife of Ernest C. Wennerstrom. Born in Providence, she was a daughter of the late William A. Thornton, II and the late Anne J. (Dougan) Thornton. Janet worked for a number of companies during her career, most recently Narraganse Creamery. She described her work there as “a li le bit of this, a li le bit of that,” which aptly captured her ability to learn quickly and contribute in numerous ways. She also used her many skills to give back to her community, from her days at the PTA president at Norwood School to her volunteer work at the Rhode Island Food Bank. In her free me, she loved to golf, cul vate her exquisite gardens, and spend me with family and friends.

Besides her husband, she leaves a son, Roth P. Wennerstrom, and his spouse, Jennifer, of Greenville; a daughter, Erika A. Peck, and her spouse, Karen, of Gra on, MA; three brothers, William A. Thornton, III, of St. James, NC, Daniel Thornton, of Coventry, and Joseph Thornton, of Stuart, FL; two sisters, Carol Bovi, of Riverside and Margaret Wallen n, of Warwick; five grandchildren, Cameron, Hayden, and Kaia Wennerstrom and Alice and Eli Peck.

A memorial service will be held at a later date. In lieu of flowers, dona ons to VNA of Care New England, 51 Health Lane, Warwick, RI, in her memory would be appreciated.

State Farm Ordered To Pay Georgia Woman for Actions of Breach of Contract and Bad Faith Savannah, GA. Chatham County: Georgia State Court Jury finds State Farm Guilty of Breach of Contract and Bad Faith.

Stemming from their complaint of State Farm Insurance, the country’s largest private automobile insurer’s denial and failure to provide for necessary collision repair procedures and materials, a Georgia state court has ordered State Farm to pay their policyholder $40,508.00 a er a jury found the insurer had breached its contract and acted in bad faith with their policyholder.

The suit stemmed from the insurer’s denials and under payment of approximately $4,000.00 in the costs for repairs being performed by Hernandez Collision Center in Savannah, Ga.; the shop was a witness in the case. The judgment included $5,508.00 for breach of contract, $5,000.00 as a bad faith penalty and $30,000 in a orney’s fees for a total verdict of $40,508.00.

“It is refreshing to see the results in this case and know that a jury of our peers awarded Mrs. Roberts for the hardship caused by her insurer.” stated April Hernandez, AAM of Hernandez Collision. “While Hernandez Collision Center gladly works with all insurers, our responsibility is to our customers to ensure all damage to their vehicle is repaired properly and thoroughly. We feel it is also our professional responsibility and moral obliga on to help customers like Mrs. Roberts when they are treated unfairly. We congratulate Mrs. Roberts on her courage and convic on and are thankful that we could help her in this endeavor.

A er the court’s ruling, Mrs. Roberts stated: “When you know you are right, don’t let someone take advantage of you just because they are a large company. Always stand up for what you believe.”

Source: Auto Damage Experts, Inc - Press Release

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Auto Glass Steering Controversy Continues in Connecticut Local NBC affiliate inves gates allega ons of steering in viola on of new law.

In a report published earlier this week, NBC Connec cut, based in West Har ord, examined allega ons of steering in the auto glass repair and replacement industry in viola on of a new, more stringent, an -steering law passed last summer that took effect January 1.

In June last year, Connec cut Gov. Dannel Malloy signed into law House Bill 5072 which banned auto insurers and third party administrators from steering auto glass repair exclusively to their own networks.

Public Act 13-67 states that an insurance company cannot require that glass repairs “be performed in or by a specified facility.” Insurers, as well as their third-party claims administrators, are also prohibited from telling a policyholder that going outside of their repair network for repairs will result in delayed repairs or “a lack of guarantee for the automo ve glass work.”

In addi on, claims representa ves would be required to tell claimants, “You have the right to choose a licensed glass shop where the damage to your motor vehicle will be repaired. If you have a preference, please let us know.”

The ini al report by NBC Connec cut details the experience of one auto glass insured, Steven Petrauskas, in June this year who felt he was steered away from a shop he had used previously for glass work when a Safelite Solu ons employee made an appointment to have his work done at Safelite Auto Glass loca on instead of the glass shop he requested.

In a follow up report the next day, the sta on spoke with the owner of an independent repair facility who reiterated many of the concerns expressed by the consumer. The reporter also detailed a statement the sta on received from Safelite that blamed the event on human error saying, “Our policy is to honor customer preference. Safelite Solu ons rou nely monitors calls, performs audits, coaches our staff and takes any necessary correc ve ac on to assure that our policies are being followed. We take complaints very seriously and ac vely inves gate them. Regarding Mr. Petrauskas, we have confirmed that the customer service representa ve mistakenly thought she was scheduling Mr. Petrauskas with Plymouth Glass. It is not evidence of systemic steering. It was an unfortunate error, which we have taken steps to correct.”

As CollisionWeek reported in August, Safelite has filed a lawsuit seeking to overturn provision in the new law that it believes violates it rights. The lawsuit, filed on July 26 in U.S. District Court, claims that sec on PA 1367(c)(2) is an infringement of Safelite’s First and Fourteenth Amendment rights because it “requires Safelite to promote other glass repair shops” and restricts its ability to provide the consumer with “truthful, accurate informa on about the benefits of their insurance policy.”

At the me, Safelite sought an injunc on to stop the new law coming into effect this year. A er a hearing on the injunc on in December, the court denied the request concluding that law “…is ra onally related to the State’s goal of protec ng consumer choice and preven ng steering.”

This ruling allowed the law to come into full effect on January 1.

Safelite’s suit con nues and based upon the court’s schedule for the case could come to trial next year.

According to NBC Connec cut, the state is inves ga ng the steering allega ons contained in its report.

Source: www.collisionweek.com

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July - Aug 2014

2014 M MMG MG C Com o m m itte i t t ees es President Vice President Treasurer Secretary

Rick Cutaia Andy Reed Susan McDaniel Susan McDaniel

Rick Hendrick DCJR - Charleston, SC Allen Samuels DCJ – North Richland Hills, TX Bill Luke CJD – Phoenix, AZ Bill Luke CJD – Phoenix, AZ

Marvin Windham Rick Monteiro Joe McBeth Paul Allred

Benchmark CJD – Birmingham, AL Jack Powell CJD – Escondido, CA Dallas DCJ – Dallas, TX Stateline CJD – Fort Mill, SC

Committees: Vendor Chairman

Paul Allred

Stateline CJD - Fort Mill, SC

Newsletter

Don Cushing

Bald Hill DCJ – Warwick, RI

Nada 2015 Planning

TBA

Membership

TBA

Finance Committee

Steve Hofer Rick Cutaia Joe McBeth

Park CJ – Burnsville, MN Rick Hendrick DCJR - Charleston, SC Dallas DCJ – Dallas, TX

ADP

Gerry Oaks Paul Allred Andy Reed Rick Monteiro

Baxter CJD – Omaha, NE Stateline CJD – Fort Mill, SC Allen Samuels DCJ – North Richland Hills, TX Jack Powell CJD – Escondido, CA

R&R

Rick Cutaia Susan McDaniel Marvin Windham

Rick Hendrick DCJR – Charleston, SC Bill Luke CJD – Phoenix, AZ Benchmark CJD – Birmingham, AL

Dan Hutton Paul Allred Steve Hofer

Tom O’Brien CJD – Greenwood, IN Stateline CJD – Fort Mill, SC Park CJ – Burnsville, MN

Dealer Tire

Susan McDaniel Marvin Windham Joe McBeth

Bill Luke CJD – Phoenix, AZ Benchmark CJD – Birmingham, AL Dallas DCJ – Dallas, TX

Elite Extra

Rick Monteiro J.D. Ipsen Larry Morris

Jack Powell CJD – Escondido, CA Ken Garff West Valley CJDR - Wesy Valley City, UT Fred Beans CJDR - Doylestown, PA

UPS

Glen Hojnacki

Milosch’s Palace CJD – Lake Orion, MI

Tracy Industries

Mike Mulkins

Go Chrysler Jeep West - Golden, CO

GuidePoint

Mike Mulkins

Go Chrysler Jeep West - Golden, CO

Katzkin

Mike Gerber

Rairdon CDJ - Kirkland, WA

Executive Committee All of the above as well as:

Vendor Committees

OEConnection Snap-On

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