Mopar Masters Guild Magazine July - August 2017 Edition by Don Cushing

Leaders in the sale of quality Mopar Parts.

July - August 2017

Also In This Issue From the Desk of MMG

2017 Fiat Chrysler Diesel Vehicles Approved For Sale By Regulators

President Susan McDaniel .................. 2-3 NADA 2018 Preliminary Info ................ 4 2017 Fiat Chrysler Diesel Vehicles Approved For Sale by Regualtors.......... 5 The War Between Insurance Companies

Check out our Supporting Vendor Ads! Support Those Who Support You!

and Body Shops ...................................... 6-7 The View from My Office! .................. 8-9 MMG Supporting Vendors .............10-11 Mopar ...................................................12-14 10 Missions Media ..................................15

Start Making Your Plans NADA 2018 is Approaching!

Reynolds & Reynolds........................16-17 CDK Global ........................................18-20 Rousseau Storage.....................................21 Dataset .......................................................22 Autobody News........................................23 Elite Extra...........................................24-25 KIS Solutions ......................................26-28 Katzkin Leather .......................................29 OEConnection ....................................30-31 Snap-On Business Solutions ...........32-33 AER Sales ............................................34-35 Assured Performance Announces New OEM Certification Model ...............36-37 Maine Governor Vetoes Anti-Steering Bill ....................................37 Education Spreading Throughout the Northeast............................................38 It is Important to Check OEM Procedures before ANY Repairs ..........39

All The Details Inside!

2017 MMG Committees ........................40

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

Mopar Masters Guild

July - August 2017

From the Desk of MMG President Susan McDaniel Start Making Your Plans – NADA 2018 is Approaching! Hello Everyone! It’s me to start planning your trip to Las Vegas for the annual mee ngs of the Mopar Masters Guild! Our Room Block is at the Monte Carlo and all mee ngs will be held there as well. This is a great me for great minds to come together and share ideas, discuss problems, solve problems and become stronger managers. Every single one of us has something to share that will benefit someone in the group in some way. We have some charter members in our group as well some brand new people who will be joining us and I can guarantee you that EVERYONE will walk away with some new knowledge! Please note our Guild Mo o:

“The exchange of informa on by like sized dealers in a non-compe

ve environment”.

For those of you who are new or unfamiliar with our Guild; we have 16 suppor ng vendors on three er levels. There are several different commi ees who meet with our er one level vendors at various loca ons throughout the year for team building/mee ng excursions and Focus Groups. Some really solid rela onships are built through these adventures which lead to be er business prac ces on both sides. They also come to our annual mee ngs and give awesome presenta ons along with very useful ideas while soaking in our feedback and sugges ons. Our er two level vendors have booths at our vendor fair during this annual event. They bring lots of useful material and spend me talking with us about all of their latest products and informa on. Our er three level vendors adver se in this Mopar Masters Magazine along with the other two levels and great partnerships are formed along with loads of informa on shared. We are governed by our own by-laws that were established the year of our incep on in 1989 and are led by elected officers serving two year terms. The guild was founded on the principles of sharing ideas and prac ces with like size dealers in a non- compe ve environment. The ini al members were invited from Chrysler’s Mopar Masters Club (the new list is found on Dealer Connect>Home>Mopar Masters Tracking) which was a dealer group represen ng the top 100 distributors of Mopar Parts in the country. The group has evolved into an established collec ve voice with FCA as well as a proven sounding board helping vendors be er their product offering to the automo ve industry. Our members pay $100.00 per dealership and that helps with funding this magazine, our Facebook page and MMG logo designed apparel that is handed out at our annual mee ng. Continued on Page 3

Mopar Masters Guild Magazine

Leaders in the Sale of Quality Mopar Parts

Continued from Page 2 On the arrival evening of our annual event, we have a Welcome Recep on where we become reacquainted with each other and get to know our new members. No one is a stranger. We have ALL been there. On Thursday, March 22nd, 2018, we will have our big recep on for all of our members, their spouses (or significant others), our suppor ng vendors and our partners from FCA. The 2018 event will be held at Drai’s (At The Cromwell) A er Hours. These events allow everyone to relax and really get to know one another personally and professionally. Over the past few years, we have had several Service Managers join our mee ngs. There will be nine at our August 20 Group in Detroit. That’s a record! We are really excited about this! Our Service Managers are our business partners and it is extremely important that we get to know each other be er and understand where each other is coming from on a business level and personally now more than ever. Our “united front” can only make us stronger as a team which will obviously bring in more revenue. This is a WIN WIN situa on. Bring your Service Manager! A handful of our members have recently reached out to qualifying Parts Managers in their area to join our Guild. I challenge each of you to reach out to at least one qualifying manager in your area to join us at our mee ng in Las Vegas this coming March. Feel free to contact one of your Guild Oﬃcers with any ques ons or conerns: •

President: Susan McDaniel – Bill Luke CJDR –Phoenix AZ - smcdaniel@billluke.com

•

Vice President: Andy Reed – Auto Na on – Fort Worth TX - reeda2@autona on.com

•

Treasurer: J.D. Ipsen – Ken Garﬀ West Valley CJDR SRT – West Valley Utah - jd@kengarﬀ.com

•

Secretary: Ma Jarvis – Bald Hill DCJR – Warwick RI - ma j@baldhill.com

Susan Susan McDaniel susan@billluke.com 602.336.1557

If everyone is moving forward together, then success takes care of itself. – Henry Ford

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

July - August 2017

Mopar Masters Guild NADA 2018 Preliminary Info 26th Annual Mee ng Monte Carlo Casino & Hotel – 3770 S. Las Vegas Blvd – Las Vegas, NV 89109 Tuesday, March 20th, 2018 Arrive in Las Vegas - Welcome Recep on - TBA Wednesday, March 21st, 2018 Mee ngs & I nerary – TBA Thursday, March 22nd, 2018 Mee ngs & I nerary – TBA Friday, March 23rd, 2018 NADA Floor Time & Schedule - TBA Saturday, March 24th, 2018 Mee ngs & I nerary – TBA

Our Thursday Night Recep on will be held at: Drai’s A er Hours at The Cromwell 3595 Las Vegas Blvd – South Las Vegas, NV 89109

All Mee ngs will be held at the Monte Carlo – Kensington 1 & Victoria  Click or cut & paste the weblink listed below into your web browser:  h ps://aws.passkey.com/go/SMOP0318PK  This link will direct you to the Monte Carlo Reserva on Website specifically set up for your group.  Choose which date you would like to check in and how many nights you will be staying with us, then click the “search availability” bu on.  You will then be able to view what we have made available to you under your group rate.  If you’re sa sfied with the informa on selected, simply click “book this room.  You will then be asked for your credit card informa on and given a confirma on code a er confirming.  Please keep this code as you will need it upon check in.

Mopar Masters Guild Magazine

Leaders in the Sale of Quality Mopar Parts

2017 Fiat Chrysler diesel vehicles approved for sale by regulators WASHINGTON -- Fiat Chrysler Automobiles won approval from U.S. and California regulators on Friday to sell 2017 diesel vehicles a er it came under scru ny for alleged excess emissions in older diesel vehicles. Fiat Chrysler hopes to use the so ware upgrade in 2017 as the basis of a fix to address agencies’ concerns over 2014-2016 Fiat Chrysler diesel vehicles a er the Jus ce Department sued the automaker in May, alleging excess emissions. Regulators contended the older vehicles had undisclosed emissions controls that allowed vehicles to emit excess pollu on in normal driving. Reuters on Thursday reported the planned approvals by the U.S. Environmental Protec on Agency and California Air Resources Board. In May, the Jus ce Department sued Fiat Chrysler, accusing it of illegally using so ware to bypass emission controls in 104,000 diesel Jeep Grand Cherokees and Dodge Ram 1500 trucks sold since 2014. FCA CEO Sergio Marchionne said in a statement announcing the approvals on Friday that the company was eager to update the emissions control so ware in its earlier model-year vehicles. The company had been seeking permission for months to begin selling 2017 diesel vehicles. Fiat Chrysler had begun assembling diesel trucks this month in an cipa on of approval. The so ware update will have no eﬀect on the fuel economy ra ngs or vehicle performance, the automaker said. The company has denied any wrongdoing, saying there was never an a empt to create so ware to cheat emissions rules. The EPA said on Friday that it had subjected these and many other vehicles to addi onal scru ny with tests to prevent the use of illegal devices. The EPA and California first accused Fiat Chrysler in January of using undisclosed so ware to allow excess diesel emissions in 104,000 U.S. 2014-2016 Jeep Grand Cherokees and Dodge Ram 1500 trucks. Reuters reported on Thursday that it could take weeks or months for regulators to sign oﬀ on tes ng and then approving Fiat Chrysler’s plan to use the so ware in 2017 diesels to update older vehicles. The January no ce of viola on was the result of a probe that arose out of regulators’ inves ga on of rival Volkswagen AG’s excess emissions. Regulators are also inves ga ng emissions in Daimler AG Mercedes-Benz diesel vehicles, but have yet to take any ac on. The German automaker withdrew its request for approval to sell 2017 U.S. Mercedes-Benz diesels in May. Source: www.Automo ve News

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

July - August 2017

The War between Insurance Companies and Body Shops (That You Never Knew Was Being Waged) Earl Stewart On Cars This was wri en 4 years ago and s ll is ringing true today! I’ve wri en other ar cles about how insurance companies try to fix your car as cheaply as they can without showing the necessary concern for the quality and safety of the repairs. You can find them on this blog, “Collision Insurance and Your Rights” and “Coping with Body Shops and Insurance Companies”. This new ar cle was wri en by Alan Nappier, my body shop manager at Earl Stewart Toyota. Alan is, not only the best body shop manager I’ve employed in my 47 years as a car dealer, but one of the smartest, most arculate people I know. I’ll probably sound like I’m overdoing it but he also has an incredible sense of humor. I say all this so that when you read what he has to say below, please take it as the gospel. Alan is not a “smoke blower” or an exaggerator. He tells it like it is. You can ask Alan a ques on about repairing your car and your insurance company any Tuesday a ernoon between 4 and 6. He appears on my live radio talk show, “Earl Stewart on Cars” on 900 AM, The Talk of the Palm Beaches. You can also stream this show live at www.StreamEarlOnCars.com. Your body shop is either at war with the insurance companies or they fight on their side. If your body shop is not figh ng for you to protect your car from cheap, poor quality, and unsafe repairs you’re in a “heap of trouble”. The chances are that if your body shop is on your insurance company’s “approved repairer list” that its loyalty is not to you but to that insurance company. You should take your car to the body shop that you know and trust will fix your car with your interests paramount in their mind, not one who must “play ball” with your insurance company or lose their membership on the “approved repairer list”. One way to find out whose side your body shop is on is to ask them if they will be asking you to sign two forms. One is called a “Limited Power of A orney” and the second is called an “Assignment of Proceeds”. Please read on and Alan will explain very clearly why this is so. By Alan Nappier: Ge ng an insurance company to “approve” proper repairs to a collision damaged automobile is the toughest part of the collision repair industry. First of all, in a legal sense, the insurance company really has no right to dictate or blueprint a repair process. Their responsibility to the customer is to pay for property damage, NOT determine HOW the vehicle is to be repaired. The insurance company makes money by taking in premiums and inves ng these premiums. Any damage claim payouts are EXPENSES and like any company, controlling expenses is a top priority. This creates a conflict of interest when the insurance company is allowed to par cipate in the repair process. Contrary to popular belief, insurance companies DO NOT look out for YOUR best interests; they look out for their OWN best interest. This scenario leads to an adversarial rela onship between insurance companies and HONEST repair facili es. Dishonest or unethical repair facili es view the insurance company as their customer and you as a product. Continued on Page 7

Mopar Masters Guild Magazine

Leaders in the Sale of Quality Mopar Parts

Continued from Page 6 They will repair your vehicle however the insurance company instructs, regardless of quality or the resul ng structural integrity of the automobile. They want to keep the insurance company happy so that they may keep ge ng business referred to them. It’s a great arrangement for everybody EXCEPT the vehicle owner. An ethical body shop will repair your vehicle properly REGARDLESS of the insurance companies’ sugges ons otherwise. In the past, we would have to just “absorb” the difference between what the insurance company “allowed” and what it REALLY cost to repair your car. Enter now a powerful couple of legal documents called the “Limited Power of A orney” (POA) and the “Assignment of Proceeds” (AOP). The POA is exactly what it says it is. It gives the repair facility the power to ini ate legal ac on or collec on efforts on your behalf. No, we can’t steal your house or take over your bank account, the LIMITED POA is specific to the insurance claim[Symbol] Remember, in a legal sense, the shop has NO legal connec on with, or obliga on to, the insurance company. Our contract (signed repair order) and responsibility is with YOU, the vehicle owner. Therefore, YOU are s ll financially obligated for the monetary difference between what the company allowed and the true cost of the repair. A POA allows me to repair the car properly, deliver the finished product to you and then begin collec on efforts on your behalf. Odds are, you’ll never hear about the claim again. The AOP is actually a document that “assigns” your contractual arrangement with the insurance company to the repair facility which then gives us legal standing to sue this insurance company directly. This “connec on” must be established to allow the shop to sue for “breach of contract”. When an insurance company fails to adequately compensate for property damage, they have breached their contract with YOU. The AOP extends this contractual obliga on to the repair facility. With all of THAT being said, here’s the REALITY of the situa on. We are most likely never going to use these documents. The power of these documents is the knowledge that they exist. Reaching an agreed repair dollar figure is a nego a on and a nego a on is a ba le of wills. You don’t want to enter any “ba le” without the proper weapons and knowledge. The AOP and POA are the most powerful weapons the repair facility has available to it. When confronted by a mugger with a knife, just showing the dirty no-good your gun is enough to deter further aggression and typically end an ugly situa on and you walk away the victor, not with any illicit gains, but, just with what was righ ully yours to begin with. This is the EXACT same thing we use the AOP and POA for. Simply by brandishing these powerful weapons, the muggers (insurance companies in this case), recognize a losing ba le and retreat. No insurance company wants to have their dirty li le secrets exposed in court. They know they can’t win because the facts and truth are on our side. The end result is, these couple of signatures you gave me makes me David to the insurance companies Goliath.

Source: h p://oncars.blogspot.com/2013/01/the-war-between-insurance-companies-and.html

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

July - August 2017

With Kat Monteiro Hello everyone! Hope you all are enjoying summer me! I’m sure many of you have kids who are out of school and are out on the road taking family vaca ons and exploring this great world of ours! At our household there are many days spent up by the pool. Whether it is swimming to cool off a er a hot day, ea ng dinner, or just hanging out with a good book. It’s the place to be. We usually spend some me up in northern California this me of the year but just have not been able to make it up there yet. August 19th brings the world famous Woodward Dream Cruise to Detroit Michigan, held on the 3rd Saturday of the month every August since 1995. Originally started as a fundraiser for a nearby soccer field, the Dream Cruise now draws 1.5 million people and over 40,000 cars from around the world. The Dream Cruise is the world’s most popular car cruise and the largest one-day automo ve event. This year once again Chrysler will be holding their 20 Group mee ng during this me giving people who go in early over the weekend the opportunity to experience the cruise event. Rick and I will be there, so please if any of you are going get in touch so we can all hang out! We have never been so we are looking forward to a ending and marking it off our list of things to do in life! And of course I will write all about it in the next issue of the magazine. For this issue of the Mopar Masters Guild Magazine I would like to take the opportunity to introduce you to our Mopar Powertrain representa ve from AER - Fred Jones Enterprises. Her name is Sherree Dye. She selected Jack Powell CDJR to be one of her focus dealers with an ok from Greg Gordon. She visits our dealer 2 mes a month to meet up with Rick and then her and I go out and do customer visits to our Independent Repair Facili es - IRFs - and Fleet accounts. We go out and promote Mopar Powertrain, giving our customers valuable informa on about OE powertrain. Making sure they are aware of our warran es, and other benefits you get from buying Original Equipment compared to a ermarket. Sherree, like most of us, started out as a parts driver for a parts house. Then she moved up to a Ford dealership. She worked there for 10 years. Star ng off as a service cashier, helped out with the service drive, then ended up in the office. A er the Ford dealership was bought out she moved over to Tracy Industries. She started there as a recep onist at the customer service desk, but it didn’t take her long to move up. She spent most of her me there taking orders for powertrain and pos ng inventory into the system. In 2016 Tracy Industries became Fred Jones Enterprises - AER. Continued on Page 9

Mopar Masters Guild Magazine

Leaders in the Sale of Quality Mopar Parts

Continued from Page 8 At this me they moved her out of the oﬃce and into the great wide open! Her job now is to travel her area of southern California promoting Mopar and to grow the Wholesale Powertrain business. On a more personal note Sheree loves to go hiking, spend me with her grandkids, and is an ice hockey fan! She is also a big animal lover, especially dogs! She can never pass up a dog without mee ng it and saying hi! Sherree and I have been going out together for a year now. I was a bit nervous at first since I was new at the customer visit/outside sales role. But it turned out she was new too! And we just hit it oﬀ immediately. We have both grown in our roles over the past year. Have gained more confidence, knowledge, and how to read the customers. Each me we go out is a learning experience. Sheree is eager to learn. There are things she has taught me, and there are things I have taught her. I enjoy sharing my experiences and knowledge that I have gained over the years from hanging out with the top parts managers in the na on! She is really good at customer service and loves helping people. And I always enjoy going out and visi ng our customers - that is what I enjoyed most about being a driver. We have the same goals - a sa sfied and knowledgeable customer - this makes us a really good team! Its great to get out there and let customers know that the dealer is not their “high priced” enemy but a good op on to buy quality OE parts at a good price with great warran es. It’s amazing how many IRFs are out there that don’t ever call the dealer for any part just because they are under the impression that the dealer is going to be too expensive. Some of them have found that we do sell parts at compe ve prices, only a er installing an a ermarket sensor or alternator that doesn’t really fit correctly. A er the part fails and the car comes back then they will call for an OE part and they are surprised at the correct fit and when they compare the price we were either the same price or a few dollars more or less. Some of them will listen to our advice about buying OE the first me others have learned the hard way and now choose OE. When we are out there talking powertrain and they are sold on a ermarket because of price - we tell them all the benefits and warran es of OE but what gets their a en on is the no hassle core return. Then they see the advantages because they realize the savings just on the core return. Where a ermarket can ding you for dollars or refusal of the core, which adds up to savings! So yes, Sherree and I make a good team. We are able to help our customers become informed about the benefits of OE all across the board. She handles the powertrain and I chime in about basic mechanical and collision. It works. And I couldn’t think of anyone I would rather spend me out in the field with. Looking forward to seeing many of you in Detroit! Should be a fun place to be with Mopar celebra ng their 80th year anniversary! Kat

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

Our Supporting Vendors: Support those who support you.

July - August 2017

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.

July - August 2017

GREAT TOOLS YOU DON’T WANT TO MISS! Key reminders of features to help you navigate through the Parts Tab in DealerCONNECT!!! -SSD Order Management Screen DealerCONNECT>Parts>Order Status>SSD Order Status

-Managed Allocation Report Top 10 Restrictions A weekly report titled “TOP MOPAR SUPPLY RESTRICTIONS” published to all Parts Personnel in COMDASH.

-Backorder Reason description DealerCONNECT>Parts> everywhere you see “Reason Code” for a Backorder Hover to see description

Mopar Masters Guild Magazine

Leaders in the Sale of Quality Mopar Parts

-Recall Central Everything you need to know about a Recall Item

-Track your Special Handling Order Allowance

-Sheet Metal Repair DealerCONNECT>Parts>MRA Return Entry/Tracking> Choose â&#x20AC;&#x153;09-Sheet Metal Repair Creditâ&#x20AC;?

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

July - August 2017

-Track your Exchange Order Core Return status DealerCONNECT>Parts>Part Status>Order Status>Exchange ORDER Core Status

-Packaging Feedback, PDC Contacts, and General Inquiry (always available) DealerCONNECT>Parts>Policies & Procedures

More great stuff is on the way! Stay Tuned!!!

Mopar Supply Chain Team

Mopar Masters Guild Magazine

Leaders in the Sale of Quality Mopar Parts

THE FUTURE IS HERE

THESE AREN’T YOUR GRANDPA’S MAGAZINES 07.17

F E N D E R B E N D E R . C O M / J U LY 2 0 1 7

PARTS

How to dominate your wholesale market

STRATEGIES & INSPIRATION FOR AUTO CARE SUCCESS

THE INS AND OUTS OF OVERTIME PAY

INSIDE INDUSTRY CONSOLIDATION

BUILD A BETTER WEB PRESENCE

YOUR PHONE IS KILLING YOUR BUSINESS

PAGE 38

SERVICE

PAGE 23

PAGE 21

Become the leader your team needs

MARCONI:

PAGE 28

COLLISION

PAGE 35

PAGE 52

The secret to better scheduling

SECRETS TO SELLING INSPECTIONS

Strategies & Inspiration for Collision Repair Success

PAGE 48

PAGE 54

Fresh Perspective Standout tech students Beverly White and Brad Williams are part of the industry’s evolving (and inviting) image.

HOW DO YOU STACK UP?

PROFITABILITY BOOTCAMP

THE

FUTURE OF AUTO REPAIR

A NO-NONSENSE GUIDE TO BOOST EFFICIENCY AND INCREASE MARGINS

Why the next generation of techs could be the solution to many of the industry’s issues

PAG E 24

PAGE 36

HOW ONE SHOP

DOUBLED ITS REVENUE

CASE STUDY

ONE SHOP’S SECRET TO OPEN COMMUNICATION

WITH TELEMATICS

PAGE 51

PAGE 4 8

J U N E 201 7 • F I X E D O P S B U S I N E S S.C O M RATCHETANDWRENCH.COM

FENDERBENDER.COM

RATCHETANDWRENCH.COM

FIXEDOPSBUSINESS.COM

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

July - August 2017

Our labor gross profit is up 24%. Experience Service Advanced Service – part of Reynolds Retail Management System… transforming the way consumers experience your dealership.

Mopar Masters Guild Magazine

Clay Caruthers Service Manager Land Rover Dallas Dallas, TX

Leaders in the Sale of Quality Mopar Parts

Reynolds and Reynolds

Today’s Service Experience CSI increased

44 points when customers were greeted within

2 minutes

In 2017, tablet usage increased to

24%.

Tablet usage also increased customer satisfaction and online scheduling.

of arrival.

47%

of customers agree to have

additional service work

Customers spend

an average of

$277 when having

compared to only

$171

recommended services done,

when no

done when an advisor recommends the work.

services are

recommended.

Only 55% of customers contacted by phone say they “definitely will” return for paid service,

compared to

67% of customers who receive text message updates.

Think a modern service experience doesn't matter to your customers or your bottom line? Think again. Check out rr.reyrey.com/advanced-service for more information. J.D. Power CSI Study 2015, 2016, 2017

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

July - August 2017

75,000,000 MOTORISTS

DON’T HAVE A REPAIR SHOP

THEY TRUST Tom Gill Chevrolet has earned the honor of being Kentucky’s largest Chevy dealer by volume. About 110 employees make this successful operation tick, and you’ll ﬁnd six of them, each with tablets in hand, ready to greet Service customers in the lane.

There’s great value in meeting a customer in the lane because we begin building trust as soon as the customer pulls up.”

See how Tom Gill Chevrolet builds trust with their customers.

Mark Farney, Parts and Service Director, Tom Gill Chevrolet

Mobile technology is a key part of CDK Service. It allows the vehicle owners to participate in walk-around inspections, so they can see exactly what repairs are needed — and avoid any surprises at checkout.

Mopar Masters Guild Magazine

Visit cdkglobal.com/trust

Leaders in the Sale of Quality Mopar Parts

KEEP CUSTOMERS IN YOUR

SERVICE DEPARTMENT And Out of Independent Shops.

40%

Dealers lose more than 40 percent of their Service customers after their warranties expire. 1

75%

At the same time, nearly ¾ of U.S. drivers say they don’t trust independent auto repair shops — and 75 million don’t have a repair shop they trust. 2

BUILDING CUSTOMER TRUST STARTS WITH A SUPERIOR EXPERIENCE Make it Easy for Them to Give You Their Business

Make Your Prices Appealing

Design your website so customers can easily ﬁnd: • Online scheduling • Hours, location and contact information • Help with transportation • Technician certiﬁcations

Show price-conscious customers your value online with: • Affordable prices • Coupons • Free estimates

Let Them Know About the Perks Remind customers you have amenities the independents can’t offer: • A comfortable lounge area • Clean restrooms • Free Wi-Fi • Coffee and snacks

Today’s vehicle owners have the incorrect perception that your Service department is more expensive and less convenient than independent shops. By promoting your competitive advantages, you can change that outlook — and keep your customers! 1

Source: CDK 2017 Global Dealer Survey

Source: AAA 2016 Repair Satisfaction Study

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

July - August 2017

Create the Perfect Match Every Time. PERSONALIZE THE F&I EXPERIENCE.

Selling is easier when you know what your customers want. Introducing CDK MenuVantage Platinum™ powered by Darwin Automotive. How does it work? More than 80 algorithms analyze your customers’ preferences to create the ideal sales presentation in seconds — right from a tablet. Ditch the same old sales pitch. Learn more

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.

July - August 2017

DATASET Dataset Inc. Your training and implementation solution Quickly and efficiently drive revenue, dealer penetration and utilization Variable resources to address new products/ solutions, backlogs or legacy transition Industry veterans with in-store knowledge & experience who can “talk the talk” Lead with Specialists not Generalists Targeted skill sets for all dealership departments and vendor offerings 145 Nobel Court, Suite 100 Alpharetta, GA 30005 • 678-240-0771 • www.dataset-inc.com

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.

July - August 2017

Do you know how much your deliveries really cost? Elite EXTRA is excited to announce a new integration partnership weâ&#x20AC;&#x2122;ve formed with PSX, a CRM tool that analyzes your parts invoicing data in real-time. (OLWH (;75$ FDQ KHOS GHOLYHU \RXU SDUWV DQG LQFUHDVH SURÂ¿WV LQ \RXU )L[HG 2SV GHSDUWPHQWV 1RZ you can take it a step further. The power of PSX combined with the delivery fees from EXTRA allows you to see what your DGMXVWHG JURVV SURÂ¿WV DUH KHOSLQJ \RX WR EHWWHU FRQWURO \RXU H[SHQVHV 7KLV QHZ LQWHJUDWLRQ FUXQFKHV WKH QXPEHUV DQG JLYHV \RX DQ LQGXVWU\ Â¿UVW UHSRUW WKDW ZLOO WHOO \RX EXACTLY what a delivery is costing you.

Sample PSX Report

For more information contact Business Development Manager Ross Kleiner at 1.888.484.8729 ext. 225 or email rkleiner@eliteextra.com.

Mopar Masters Guild Magazine

Leaders in the Sale of Quality Mopar Parts

ABOUT PSX The PSX wholesale parts CRM analyzes all of your parts invoicing data in real-time, including purchase frequency, timing, spikes, declines, totals and more. As a result, you’ll be able to make timely and informed decisions, market more effectively, and retain and grow your wholesale parts business. Using PSX, you can: •

Identify trends within wholesale accounts

•

Pinpoint activity and inactivity

•

Maintain a contact history with wholesale accounts

•

Segment activity by parts and manufacturer

•

Rate wholesale accounts

•

Perform targeted marketing with new and existing customer accounts

•

Automatically receive a wide variety of custom and standard real-time reports

“The automatic reporting functions of the PSX system have been a great asset to my business. It enables us to quickly identify customers that may have strayed and quickly dispatch personnel to inquire on the situation. More than 50% of the time these inquiries are followed with a parts order. Thank you PSX!!” - Denny Loux Fred Beans Denny Loux Fred Beans

1.888.484.8729

www.EliteEXTRA.com

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

July - August 2017

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

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

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

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

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

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

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

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

July - August 2017

COMPLETE SOLUTIONS THAT CONSUMERS WANT!

WWW.KISPRODUCTS.COM OR 817.919.0190

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

JEEP WRANGLER 2011 Ͳ CURRENT

PREͲSTART/REMOTE START

DYNAMIC SOUND & INTERIOR COLORED LIGHTS

SPECIFICATION SHEET (v100916)

Mopar Masters Guild Magazine

KISͲ CONFIDENTIAL & PROPRIETARY Ͳ 2016

Leaders in the Sale of Quality Mopar Parts

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

July - August 2017

SHIFT HAPPENS! Be Ready When it Does

OEC CollisionLinkÂŽ offers your dealership the stability you need in the ever-shifting collision industry. Increase OE part sales, improve efficiency and gain insight into your collision parts business all in one consistent solution â&#x20AC;&#x201C; CollisionLink. Call: 888.776.5792 ext. 3 or Visit: OEConnection.com/CollisionLink

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Leaders in the Sale of Quality Mopar Parts

SELLING PARTS ONLINE DOESN’T HAVE TO BE SCARY Create a New Revenue Stream with our Full Service eCommerce Sales Platform

Whether ecommerce is completely new to you or if you are switching solutions, selling OE parts online is a whole lot easier with OEC ConsumerLink® Pro. We understand that “SEO/SEM” might be a foreign language – that’s why we’re here! We offer: • In-house Marketing Services • Ongoing Strategic Support & Expertise • Reporting & Analytics • Flexible Shipping & Payment Options Call us today at 888.776.5792, ext. 3 or visit OEConnection.com/consumerlink to learn more.

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

July - August 2017

Jumpstart Service Retention with PartProtection’s Lifetime Battery Warranty Program!

Now your dealership’s parts and service departments can oﬀer customers a lifetime battery warranty program. Dealership will replace the customer’s battery, in the case of failure, for no additional charge as long as the customer owns the car Customers are directed back to your dealership for battery replacement, maximizing customer retention The warranty provides two complimentary jump-start services per covered battery for added peace of mind for the customer

How does the program work? Warranty can be placed on any OEM or Aftermarket battery that you currently sell that comes with at least a 24 month underlying factory replacement warranty For each approved claim the Dealer is reimbursed for the battery cost +10% and $30 for battery replacement labor The PartProtection Lifetime Battery Warranty can be oﬀered on your New & Used Cars as well

For more information please visit: www.sbs.snapon.com/lifetime-battery

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Now Available for all FCA Dealers!

Leaders in the Sale of Quality Mopar Parts

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

VEHICLE PERSONALIZATION CENTER BACK FRONT

42” OR 32” SIZE OPTIONS AVAILABLE! Engaging g graphics reﬂect y dealership’s your brand offering

42” Touchscreeen een en Touchscreen

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

Innte t grra Integrated Literature Holder

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

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

SNAP-ON EPC 5 FOR FCA HAS ARRIVED! Your EPC. Your parts information. Online or offline. The all-new Snap-on EPC 5 for FCA. Evolution through simplification. Built to help you get the parts information you need, when you need it. This is our easiest, most efficient EPC to date. Multiple Jobs

Part Details

Illustrations

Vin Filtering

Simple User Interface

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

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July - August 2017

Stuck in the 70â&#x20AC;&#x2122;s?

Things change...have you? Just as Chrysler updated the Challenger, perhaps you need to update your approach to business. Let AER/FJE, your Mopar Powertrain experts, help bring your business into the 21stcentury! Mopar Masters Guild Magazine

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July - August 2017

Assured Performance Announces New OEM Certification Model Assured Performance Network said it has launched a new ini a ve called “OEM Cer fica on 2.0 – The CRP Model.” “The various elements of OEM Cer fica on 2.0 are designed to address many of the challenges and needs of the industry as we reach the next fron er in automo ve technology and collision repair,” Assured Performance said in a news release. The founda on of OEM Cer fica on 2.0 is the CRP Model, which addresses cri cal elements such as customer referrals from OEMs, repair-quality output and business performance. Numerous elements of OEM Cer fica on 2.0 are immediately available to all Assured Performance members as part of their cer fica on fees, the organiza on said.

‘A Major Paradigm Shi ’ According to Assured Performance, the CRP Model has two objec ves: •

Ensure that all new-model vehicle owners know the cri cal importance of selec ng a manufacturer-cer fied repair provider to repair their damaged vehicle

•

Ensure that all cer fied repair providers properly and safely repair all vehicles to manufacturers specificaons.

The elements of the CRP Model include consumer awareness, direct consumer marke ng, business development, process management, cu ng-edge electronic systems and support tools, as well as extensive training and educaon, according to Assured Performance. “The en re model collec vely represents a major paradigm shi for the industry and an enhancement to the DRP model,” the organiza on said. “The new CRP model is engineered to help consumers and insurers to easily iden fy and select a cer fied repair provider through intelligent shop locators and smart apps with the ability to create the assignment with a set appointment connec ng consumers with the cer fied repair provider of choice.” Coinciding with the new program, Assured Performance and the network’s OEM partners are launching a series of consumer-awareness ini a ves, “along with several major business support tools to address the workmanship and business opera onal challenges.” The consumer-awareness and referral eﬀorts also include automaker direct consumer communica ons, and will eventually include telema cs, the organiza on noted. In July alone, the automakers have contacted more than 4 million consumers, according to Assured Performance. A specially designed online shop locator for insurers, www.Advanced RepairCapable.com, has a racted more than 37,000 hits from insurers, the network said. ‘ShopOps’ As part of the program, cer fied repair providers also receive CRP marke ng tools such as OEM-branded signage, custom Website development, social media promo on and direct-marke ng materials.

Continued on Page 37

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Continued from Page 36 On the repair side, Assured Performance has developed “ShopOps,” a cloud-based toolbox that includes a quality-assurance system, KPI benchmarking tools, an electronic opera ons manual and a customer rela onship management system. “Now that we have achieved nearly complete coverage of the en re country, our mission is to help transform our cer fied network into process-driven collision care providers that deliver the highest repair quality and customer sa sfac on,” said Assured Performance founder and CEO Sco Biggs. “Our mission is to ensure that all consumers receive an excep onal repair experience delivered by excep onal businesses.” Source: www.BodyShopBusiness.com

MAINE GOVERNOR VETOES ANTI-STEERING BILL Highlights Lack of Consumer Interest WASHINGTON, D.C., July 18, 2017 – On June 20, Maine Gov. Paul LePage vetoed Maine LD 1540. If enacted, LD 1540 would have clarified a provision in Maine’s an -steering law, specifically regarding an insurer’s responsibility to convey that the insured or claimant has the legal right to choose the motor vehicle repair service to fix the vehicle. Governor LePage submi ed his posi on to the legislature, explaining: “Under the authority vested in me by Ar cle IV, Part Third, Sec on 2 of the Cons tu on of the State of Maine, I am hereby vetoing LD 1540, ‘An Act to Protect Consumers’ Freedom of Choice in Auto Collision Repairs.’ “LD 1540 appears to be a solu on in search of a problem. If auto insurance companies were truly steering business toward specific collision repair businesses, this may be a discussion worth having. But over the course of the last nine years, Maine’s insurance bureau has only received six consumer complaints regarding this issue; two of those complaints were that insurers did not direct insureds to shops par cipa ng in the insurer’s networks. “Addi onally, the Superintendent of Insurance conducted a study of the seven largest auto insurance carriers in Maine and did not iden fy any instances of steering. “This bill micromanages Maine businesses and creates more unnecessary regula ons for Maine’s auto insurance industry. For this reason, I return LD 1540 unsigned and vetoed.” The Automo ve Service Associa on is the largest not-for-profit trade associa on of its kind dedicated to and governed by independent automo ve service and collision repair professionals. ASA services an interna onal membership based that includes numerous state aﬃliate and chapter groups. ASA advances professionalism and excellence in the automo ve repair industry through educa on, representa on and member services. To take advantage of the many benefits of membership in ASA, please visit ASAshop.org or call (817) 514-2900. For addi onal informa on about ASA, including past news releases, go to www.ASAshop.org, or visit ASA’s legislave website at TakingTheHill.com. Source: h p://asashop.org/maine-governor-vetoes-an -steering-bill/

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July - August 2017

Education is Spreading Throughout the Northeast

AASP/NJ Meetings Ignite Industry Conversation In June, representa ves from shops all around New Jersey gathered at the Holiday Inn in Totowa and the Clarion Hotel and Conference Center in Toms River to partake in two nights of educa on on collision repair business prac ces led by the Alliance of Automo ve Service Providers of New Jersey (AASP/NJ) Execu ve Director Charlie Bryant. As any shop owner knows, naviga ng the minefield of this industry and owning a successful shop when dealing with insurers can be a difficult task. Bryant shared wisdom from his decades of experience in the industry with a endees, giving guests ps and notes about how to get the most out of their businesses without suffering from stagna ng insurance prac ces. “Who gets an authoriza on to repair every me a car comes in?” Bryant surveyed the crowd. “How many of you work off an insurance es mate? How many don’t write your es mate? Is your auto body license number on your es mates and your business cards? Do you give a warranty on your work and list the terms of that warranty for your consumer? Do you give no ce to your customer that they have the right to receive replacement parts?” Each hypothe cal ques on that Bryant posed led to a variety of reac ons as hands went up and down in response to these basic business prac ces. A er polling the crowd, Bryant passed out documents to a endees breaking down Department of Insurance (DOI) regula ons, and highligh ng important passages to help shop owners find success in a challenging industry. “We’re all familiar with the ways that insurers complicate our daily business,” Bryant stated. “And everyone in this room knows that these prac ces are not once in a blue moon. They happen regularly. But the Department of Insurance says that they cannot take ac on against an insurer unless the damaging things the insurer is doing can be proven to be a ‘general business prac ce.’” The DOI regula ons over Unfair Claims Se lement Prac ces state that any poor business prac ces on behalf of insurers must be “commi ed in conscious disregard to the law or…commi ed with such frequency as to indicate a general business prac ce to engage in that type of conduct.” As Bryant offered to the crowd, this would be the equivalent of if “a police officer had to catch you running a red light three mes in one week before he could give you a cket.” So in order to truly take a step towards be ering the industry for all shops across the state, Bryant offered shop owners in a endance one large piece of advice. “When you encounter an insurer that says, ‘we don’t pay for that,’ or ‘you’re the only one who charges for that,’” Bryant said, “Do yourself and your fellow shop owners a favor and submit a complaint to the DOI. If we work together as an industry, we can get changes made.” A er going through the regula ons set forth by the DOI, a endees shared some grievances with one another, commisera ng about the unfair prac ces facing them as shop owners, and sharing prac ces that have worked for them. “The best thing you can do is educate your consumer,” said one a endee. “You have to be more involved in how you handle your customer and your claims. Explain to them their rights as your client and your rights as a shop. Tell them everything you’re doing, why you’re doing it, and how it’s going to help them.” Bryant also brought up some of the resources provided by AASP/NJ to help shops in their day-to-day business, including the AASP/NJ Hot Line, Labor Pool, equipment exchange, insurance benefit programs and the AASP/NJ Legal Defense Fund. “There are certain things facing us that we won’t solve here tonight,” Bryant explained. “We may not even get them solved completely through [the DOI] regula ons. I believe the only way we will really make this industry be er is through standing our ground, working together and by bringing the terrible things insurers are doing to us to a court of law.” For more informa on on these mee ngs, contact AASP/NJ Execu ve Director Charles Bryant at 732-992-8909. For more informa on on AASP/NJ’s NORTHEAST® Automo ve Services Show, please visit www.aaspnjnortheast.com.

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Leaders in the Sale of Quality Mopar Parts

It is important to check OEM procedures before beginning any repair Each me a damaged vehicle is brought into a shop for repair, the technician needs to research the OEM repair procedures to know for sure exactly which repairs will be needed to complete a full, proper, and safe repair. There is a wide varia on with vehicle types, materials and joining technologies. The only way for the technician and repair shop to know every repair procedure for every car is to consult the OEM procedures. Technicians should never assume they know the repair methods. Relying on memory can be dangerous because changes with OEM procedures happen quite o en.

Advantages of a pre-scan In order for the technician to properly understand the existing diagnos c and vehicle electronic issues, they should perform a pre scan using the asTech™ device. asTech master technicians perform the scan using OEM factory scan tools. Upon comple on of the pre and or post scan a detailed report is delivered directly to the repair facility. Technicians use this informa on, along with the OEM repair procedures, to make safe and accurate repairs, and to document the file in order to provide the required informa on to both the insurance company and the customer. OEMs are constantly upda ng their informa on regarding the repair procedures of their newer vehicles, which include the newest vehicle technology. Having current OEM data is cri cal in order to complete the repairs and return the vehicle to pre-accident condi on.

Reduced delays Without checking the OEM procedures regularly before each repair begins, the technician will not know if, or when, specific repair methods for specific vehicles have changed. Checking OEM procedures on every vehicle is a good business prac ce. The slightest change in a specific repair procedure can aﬀect the final outcome of the repair. Checking OEM procedures before every repair allows the technician to write more accurate repair es mates, order parts more accurately, and provide be er direc on to sublet vendors; all of which reduce the overall cycle me of the repair. Performing a post repair analysis of the diagnos c and vehicle electronics using the asTech™ device ensures the vehicle has been checked and is ready for safe delivery back to the customer. Source: www.asTech.com/news

Are you checking the OEM Procedures when repairing? ALL these experts are telling us that OEM Repair Procedures can change weekly. You need to check the OEM’s EVERY me you repair a vehicle even if you did the same repair LAST WEEK! ~ABAC The exchange of information by like sized dealers in a non-competitive environment.

July - August 2017

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

Execu ve Commi ee - All Oﬃcers Including:

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

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

Commi ees: Nada 2017 Planning

Newsle er/Website/Social Media

Casey Brown - Autona on CDJ - Katy, TX

Don Cushing - Mopar Masters Magazine

Finance Commi ee

Vendor Chairmen

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

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

Vendor Commi ees CDK Global

Reynolds & Reynolds

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

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

OEConnec on/Snap On

Dealer Tire

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

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

UPS

AER

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

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

Katzkin

Elite Extra

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

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

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

Mopar Masters Guild Magazine