NADA 2013 MMG Magazine March-April 2013

Leaders in the sale of quality Mopar Parts.

March-April 2013 In This Issue President Steve Hofer............................... 2 MMG Supporting Vendors .............12-13 Corporate Billing, LLC ..........................24 UPS .............................................................25 Katzkin .................................................26-27 Elite Extra...........................................28-29 Mopar .........................................................30 AutoBody News .......................................31 Reynolds & Reynolds..............................32 FenderBender/Ratchet+Wrench.........33 ADP ............................................................34 Jack Powell Supports 51st Annual Tierra Del Sol Event ..............................35 Part 1:What is the Mystique of the Ritz Carlton? ............................................36 Part 2: Letter to the Ritz Carlton ........37 Part 3: Conclusion to the Ritz Carlton Experience.................................................38 Accessing OEM Repair Info is Critical to

Mopar Masters Guild NADA 2013 Celebra ng 21 Years of “The Best of the Best�

Pages 3-23

Making Safe Repairs .........................39-40 RI Bill Proposes Minimum Damage Before Total Loss...............................40-41 I-Car Donates $200K to Education Foundation ................................................41 2013 MMG Committee..........................42

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

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Letter from MMG President I want to thank all members and suppor ng vendors for making our most recent NADA mee ngs a huge success. A special thanks goes to both Andy Reed and Marvin Windham for all their hard work pu ng the mee ngs together. Without the hard work and dedica on of our MMG membership, events such as our NADA mee ngs or other ini a ves such as our magazine and website would not be possible.

During our NADA event I spoke about a recent coaching clinic I had a ended.

The leader was a coach named John Tschida. Coach Tschida is a former baseball player, U.S. Na onal Team Men’s Fastpitch Player, and winningest Division III coach, ac ve or re red. During these mee ngs Coach Tschida, who is also a sports psychologist, stated “people are most happy when giving or receiving help”. The Mopar Masters Guild offers both opportuni es.

Currently we are seeking members to par cipate on various commi ees. This is a great way to get to know how other members contribute to processes and products that affect our businesses every day. I would encourage our membership to contact myself or another board member and let us know your willingness to help. Contact informa on, as well as a list of various commi ees, can be found on the back page of this magazine. This is also an elec on year. Elec ons will be held at the conclusion of this year at our 2014 NADA mee ngs. If you have served on a commi ee in the past and are interested in serving as an officer, or would like to learn more about the commitment please contact me and I would be glad to talk about it.

How can we apply coach Tschida’s statement to every day of our lives? There are two important things that must first occur. The first is that we have to be willing to raise our hand and ask for help. This can be a humbling experience as we have to set pride aside at mes. However, by doing this we open the door for the others to help us and the reward is incredible. Secondly, when someone has made others aware they need help we have to be willing to help. Reflect on a me that you were most sa sfied at work or any aspect of your personal life and the chances are you were receiving or giving help to another.

I appreciate the culture that the Mopar Masters Guild has. Every day I hear a story about members helping each other, or vendors going above and beyond to partner with us to provide products and services that help us offer a be er customer experience. As I o en have, I leave you today with a challenge to listen to coach Tschida’s words and those before him. Have conversa ons with your employees and make asking for, receiving and giving help a non-nego able part of your culture.

Steve Hofer

President Mopar Masters Guild

Mopar Masters Guild Magazine

Leaders in the Sale of Quality Mopar Parts

Mopar Masters Guild Members Convene in Orlando at NADA 2013 Guild Meets for the 21 st Consecutive Year Thursday February 7th, 2013 Most of us arrived Thursday February 7th and were able to enjoy the Mopar Masters Guild Member/Guest Dinner held at Covington Mill at the hotel we were staying, the Hilton Orlando Lake Buena Vista.

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Friday February 8th, 2013 President Steve Hofer called the mee ng to order welcoming the 32 Parts & Service Managers from around the country.

“This is my eighth year a ending a Mopar Masters Guild mee ng. I overheard a long me member telling a new attendee, ‘There isn’t anything that you’re going to do that I haven’t already done.’ There is this huge wealth of knowledge that’s in this room and what we’re doing is constantly reminding each other (of) things that ma er, what we can focus on and how to execute them effec vely. The (best) way that we can share these good ideas and processes that many of us have already experienced is if we talk to each other and share those experiences. Remember, that is what the Mopar Masters Guild is all about, The Exchange of Informa on by Like Size Dealers in a Non-Compe ve Environment,” says Hofer. He then had everyone introduce themselves and offer a li le bit of background about themselves to the group.

The a endees for this year’s mee ng were:                                 

Andy Reed Roy Benner Casey Brown Gerry Oakes Mike Opperman Marvin Windham Susan McDaniel Guillermo Nava Phil Kreuger Rick Stewart Joe McBeth Mike Mulkins Tom Kellogg Bob Kornstadt Alan Yancey Mike Tognarelli Randy Rogers J. D. Ipsen Brent Hoge Tom Saigh Glenn Hojnacki Don Cushing Adam Thompson Jonathan Dworsky Steve Hofer Mark Skinner Mike Gerber Rick Cutaia Doug Price Paul Allred Dan Hu on Rod Krueger Harry Mathis

ALLEN SAMUELS DCJ ALLEN SAMUELS DCJ ALLEN SAMUELS DCJ BAXTER CJD BAXTER CJD BENCHMARK CJD BILL LUKE CJD BUERGE CHRYSLER JEEP BUERGE CHRYSLER JEEP COMMONWEALTH DODGE DALLAS DCJ GO CJ WEST HAROLD ZEIGLER CDJ HAROLD ZEIGLER CDJ HAYES CDJ HINCKLEY AUTOMOTIVE HUFFINES CJD KEN GARFF WEST VALLEY CJD LARRY H. MILLER CJD MILOSCH’S PALACE CJD MILOSCH’S PALACE CJD MMG MAGAZINE/BALD HILL DCJ PARK CHRYSLER JEEP PARK CHRYSLER JEEP PARK CHRYSLER JEEP POWER CJD RAIRDON CHRYSLER RICK HENDRICK DCJ SECURITY DCJ STATELINE CJD TOM OBRIEN CJD YARK CJD GUEST

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We then jumped right into a bit of guild business. Secretary Joe McBeth presented the guild mee ng minutes from last year’s annual mee ng in Las Vegas. A mo on was made to accept by Gerry Oakes, seconded and recorded. Treasurer Mark Skinner then presented the Treasurer’s Report in detail. A mo on was made by Marvin Windham to accept, seconded and recorded.

Steve then shared a story with us. “Recently I was at a coaching clinic with my daughter (who plays so ball) and the person who put this coaching clinic on is a Division III coach and regarded as one of the top fast pitch coaches in the country and chooses to coach at this school. During the mee ng he was talking about when one of his assistants came up to him prior to a game (they don’t have a lot of prac ce me so prior to their games they prac ce drills and coaching on how they can perform in a real game me event) and said (while no cing the other team), ‘Wow! Look at this drill the other team is doing. Look at what they’re working on. I wish we could do that. But we can’t do that because they’re already doing it.’ So, this coach looked at him and said, ‘everything that I do is an extension of a great idea that somebody else already had!’ So, as we go around the room and go about our business let’s go through this weekend on that premise that it’s ok to take good ideas from somebody else and put them to good use in your stores!”

We then proceeded to our Suppor ng Vendor Mee ngs and Presenta ons.

Vendor presenta on reports are condensed since it’s very difficult to cover the many areas that were discussed. Once again, the Mopar Masters Guild would suggest that you make plans to join us at our annual mee ngs next year that will be held in New Orleans, LA. Our first Suppor ng Vendor of the day was Reynolds & Reynolds represented by: Jason Sideris, Director, Product Marke ng, Fixed Opera ons Dawn Spitler, Product Marke ng Manager.

Jason thanked all in a endance and then he and Dawn brought us up-to-date on what’s new coming from R&R. Some of their material was sensi ve in nature, so we will not report on that informa on at this me.

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Continued from Page 5 Our next Suppor ng Vendor was Tracy Industries, Inc. represented by:  Dave Carroll – Na onal Sales Director.

Dave covered:  2012 Programs & Promo ons  2013 Marke ng Plan: o Powertrain Sales Training o Monthly Promo ons o Tracy Partner Program o Tracy’s Wholesale Installer Rebate

This was all followed by input and ques ons by everyone. Tracy Industries is on Facebook. “Like” their page at www. facebook.com/TracyMopar/PT#!/TracyMoparPT/info

Next up was Suppor ng Vendor Dealer Tire represented by:  John Bellissimo – Director of Sales  Kenneth Henderson – Director Carline Services  Eric Evanoff – Director Na onal Field Training Services John covered the agenda for the presenta on:  Mopar Update  Industry Trends  Carline Services  Field Training Update

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Mopar Masters Guild Magazine

Leaders in the Sale of Quality Mopar Parts Continued from Page 6 Subjects covered:  Market Condi ons/Trends  2012 Tire Replacement Purchases  Dealership Share of Market  Tires of Yesterday & Today  Pricing  What are Customers Buying?  2013 Industry Outlook  Revenue Producing Opportuni es  Services Today  Field Training Loca ons & Services How can Dealer Tire Field Training Services help? Dealer Tire has two new ini a ves:  Service Leaders Workshop  Retail Tire Sales Workshop All of this was followed up with a Q&A session. For more info visit Dealer Tire at www.dealer re.com

Our next presenta on was one from a new Suppor ng Vendor of the guild, Katzkin. Represented by  Doug Johnson – Director Doug covered:  Upfits  Marke ng Pilot Program  Safety of Seats  ARO  Market Compe on & Condi ons Doug detailed each point with plenty of informa on to help all of us expand our businesses. This was followed up with an extensive Q&A session. For more info, visit Katzkin at www.katzkin.com

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Continued from Page 7 Next up was one another of our long me Suppor ng Vendors, ADP represented by:  Ma Parsons – Sr. Director-Channel & OEM Development-Dealer Services  Kim Saylor – Product Manager Subject ma   

er that was covered: Service Retail Workflow 3rd Party Solu ons ADP Fixed Ops Goal

Kim took us through a live demo of Service Edge. She then gave us up-to-date info on PartsScan, ADP’s Barcoding Solu on

We were then shown ADP’s Parts Delivery Management solu on. Two new items in this solu on:  New Batch Picking Feature o Allows you to batch pick ckets that can be printed at various mes to save trips to the same bin  New Batch Invoicing o Allows you to print all invoices to corresponding manifests New, exci ng informa on coming from ADP. For more info, www.adp.com

Our next Suppor ng Vendor presenta on was EliteExtra (Extreme Tracking and Rou ng Applica on) represented by:

Ross Kleiner – Business Development Manager Ma Porter – Senior Account Manager Chad Bartz – Customer Rela ons Coordinator Extra is an on-line real me tool that streamlines your deliveries, while lowering your opera onal costs.

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Mopar Masters Guild Magazine

Leaders in the Sale of Quality Mopar Parts Continued from Page 8 Topics that would be covered during the presenta on were:  2012 Recap  Tech Trends – New Features  Demos & Examples  Market Strategy  Planned for 2013  Q&A Technology now offers the usage of SmartPhones which there are currently 300 million units in opera on. They are great for logis cs.  Be er communica ons  Less cost – More efficient  Allows card swiping  Signature capture capability New Key Features:  Dispatch Whiteboard  Priority Stop Lock Orienta on  Chat Messaging – Eliminates need for voice on phones!  Tracking Only Repor ng  Route Profitability Repor ng For more informa on visit www.eliteextra.com

We then welcomed another of our newest Suppor ng Vendors, Guidepoint represented by  Jimmy Thompson – Senior VP Sales  T.J. Embree – Regional Sales Director  Ralph Castronuovo – EVTS Specialist Guidepoint provides GPS for Mopar EVTS

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Continued from Page 9  Mopar EVTS gives you everything you need to get your vehicle back quickly and safely following a the . You are offered two op onal plans for added protec on  The most successful dealers pre-load their vehicles with Mopar EVTS  24/7 Emergency Service Dispatch  Security Fence  Arrival/Departure No fica on  Excessive Speed No fica on  Trace Maps of Past Loca ons All in a endance received a free EVTS unit!

To set up a demo, contact ralph@guidepointsystems.com or visit www.mopar.com/shop/evts

Our next presenta on was from Snap-On Business Solu ons, another of our long- me supporters represented by:  David Foutz – Director - Parts Solu ons  Ken Satz – Product Manager  John Johnson – Specialist

David went over the presenta on agenda:  Customer Loyalty – “Be Their Hero”  PAIS Next Release  EASy Now/Future  Snap-On Capabili es for Chrysler  CNH Review/Demo  Mobile Parts Advisor

PAIS Update March-June:  IE9 Integra on  Parts Search  Add Fiat Parts

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Continued from Page 10 EASy Update:  Will Supply Data through 2013  Data Agreement with Marke ng ended 2013 Much more was discussed and there is plenty on the horizon! Stay tuned! Visit Snap-on at h p://sbs.snapon.com/ This completed Day 1 of our 2013 MMG Mee ng. Members adjourned to get ready for the evening’s fes vi es at our Annual Mopar Masters Guild cocktail Recep on which, this year, was being held at The Ice Bar in Orlando!

The Ice Bar is just that! It’s a place to enjoy a cocktail and get away from the warm 80 degree temperature of Florida.

The Ice Bar is kept at a “cool” 18-20 degrees constantly. Members and their guests were supplied with nice warm parkas and gloves along with Mopar Masters Guild personalized scarves and hats! They say a picture is worth a thousand words……well here’s a few thousand! These pictures tell it all! Hope you enjoy!

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Our Supporting Vendors: Support those who support you.

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Our Supporting Vendors: Support those who support you.

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Saturday February 9th, 2013 We began this morning with an early breakfast and then right into guild business. Discussions included:  Vendor and Guild Commi ees  Fall Performance Group Loca on  Mopar Programs  And much more A er our discussions we con nued our Suppor ng Vendor Presenta ons.

We welcomed another of our long me supporters, OEConnec on represented by:  Mark Tommase – Sr. Vice-President & Chief Commercial Officer  Ike Herman – Business Team Leader – Supply Chain  Ashraf Sobeh – Product Specialist – Interna onal

Mark covered the agenda:  Supply Chain Update  Collision Update  Mechanical Update  Introducing ConsumerLink

Ike Herman brought us info on the Supply Chain Update:  Parts Broker Direct o Connec ng sellers with old/idle inventory and buyers having demand for fast moving inventory at a discount o Over 250% Growth in 2012 o Upgraded Technology o Enhanced Tools o Matching Enhancements

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Continued from Page 17 This por on of the presenta on was followed by input and feedback from several a endees that use this solu on and some from interested members.

Collision Update:  OEM Market Penetra on  OEM’s Now Running Concurrent Programs  Integra on of Conquest Programs  Con nued Growth of Dealer Enrollment  Collision Shop Usage has grown  Upcoming CollisionLink Enhancements – Collision Shop 2.0  DMS Connect – Integra on with DMS Mechanical Solu ons:  RepairLink with MORE  Shop Adop on of RLM has increased ConsumerLink OEConnec on has developed an OE Parts Solu on focused on the Do-It-Yourself market to maximize your idle inventory’s exposure through a Dealer Branded website focused on genera ng parts sales to these DIY customers.

For more up-to-date informa on, please visit www.oeconnec on.com We then took a short break before welcoming our Vendor Fair Par cipants. Each Suppor ng Vendor gave a short presenta on to a endees and then we all joined our Suppor ng Vendors in a “Vendor Fair” format which allowed us all to interact with each one of these valuable Vendors. Par cipa ng in the MMG Vendor Fair 2013 was:

 Corporate Billing LLC. Jeff Leavi – Vice President Sam Thompson – Account Execu ve

www.corpbill.com

 Rousseau Storage Solu ons

www.rousseau-automo ve.com

Danny Blanke – Regional Manager John W. Stritzinger III – Stritz & Associates, Inc – Manufacturers Representa ve Bud Trammell – Trammell Equipment – Automo ve Dealership Equipment Specialist  AutoBody News www.autobodynews.com Barbara Davis – Co-owner/General Manager Jeremy R. Hayhurst – Managing Members – Publisher & Editorial Director  FenderBender Magazine/Ratchet + Wrench Chris Messer – Publisher

www.10missions.com www.fenderbender.com www.ratchetandwrench.com

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Continued from Page 18  Magne Marelli www.magne marelli.com Anne e Wolford – Sales & Business Development Director Nicola Scaglioni – Business Development Manager George Abascal – Magne Marelli Consultant  Fastenal www.fastenal.com Jeremy Johnson – Director of MRO Fastener Sales

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Continued from Page 19    

A er a brief lunch break, we welcomed our friends from Mopar. Represen ng Mopar was: Trish Hecker – Head of Marke ng, Mopar Brand Frank Donnelly – Maintenance & Magne Marelli Tony Brenders – VP of Service John Tonial – Sr. Manager, Incen ve & Pricing

There was plenty of interac on with our guests from Mopar and much was discussed. Some of the topics were:  MRA’s  Customer Promoter Score  Dealer Rewards  Sales & Growth Poten al  Social Media  Collision Rewards  And much more.

These mee ngs are so valuable to you as a dealer manager and the interac on and informa on that you can bring back to your dealership is priceless!

The Mopar Masters Guild would like to thank Trish, Frank, Tony and John for taking and sharing their valuable me to meet with us and we look forward to con nuing our valuable rela onship with Mopar.

Our next Suppor ng Vendor presenta on of the day was UPS, another of our long me partners with the guild. UPS was represented by:  Tim Quinne e – Director – Global Accounts Sales  Gary Myers – Na onal Account Manager LTL Services Gary took us through a few slides and gave us a live look at the Cost & Time Calculator for shipping any product. Some highlights of the presenta on:  2012 Chrysler Dealer Revenue  2013 Chrysler Dealer Shipments  Why UPS Freight LTL?  UPS Freight Service Op ons  UPS Freight LTL Coverage  Tracking  UPS Freight LTL Urgent  AM Delivery Service This was all followed by ques ons from members with Gary and Tim providing the answers.

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Continued from Page 20 A er the UPS presenta on MMG President Steve Hofer thanked everyone in a endance for joining us this year, invited everyone back next year for NADA 2014 in New Orleans, then made a mo on to adjourn our Mopar Masters Guild 2013 mee ng.

We all had Saturday evening and Sunday to explore Orlando and the surrounding area and/or travel to the NADA Conven on Floor.

Monday February 11th, 2013 2013 Super Performance Guild Mee ng It was another great turnout of over 45 of the best Service and Parts managers in the country. Our facilitators for this mee ng were:  Mark Beaton – Chrysler Academy – MBA Dealer Services  Tom Rice – Chrysler Academy – MBA Dealer Services Mark covered our agenda for the next two days and went over a few “housekeeping” issues. (Breaks, lunch, cell phone usage, etc.) *One important note! Don’t be late when returning from a break! (Those who have a ended a Performance Group Mee ng will understand….especially those who were late. It’s all good fun in a learning environment!)

The first ques on from Mark: A er closing 2012, what’s the #1 problem facing your business as you enter 2013? This ques on would garner plenty of discussion and certainly set the theme as we progressed around the room.

The agenda for the next two days: Day 1  Updates & News o Performance 20 Group Updates  Financial Review o Updates/New Pages o Case Study of a Member Dealership Financials o Quick Lube/Express Lane Accoun ng Review o New Chrysler Financial Statement for 2013 o Set Your Individual Objec ves

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Continued from Page 21  Best Idea Session o Rules Located in the Agenda Day 2  Day 1 Wrap-up  Guest Speakers – PSE o Erika Hernandez – Sr. Account Manager o Ted Heabeart – Global Tools & Equipment Manager o Tom Campbell – Na onal Field Director  Problem Solving Ideas o Introduc on Issues from Day 1 (as me allows) o Two Topic Discussion Form Issues (Both Parts & Service Issues Only)  Spring 2013 P20G Fixed Opera ons Topics o Social Media for Merchandising Service & Parts o Hidden costs in your Supplier Base  Open discussion – Breakout Groups o General Session – Parts Only o General Session – Service Only  Open Discussion on Problems/Issues facing the group  Group Objec ves o Set – individual Department Objec ves o Set – Group-at-large Objec ves A er covering the agenda, Mark went over the Warranty class for Service Managers and the Warranty reminders.

We then went onto our Financial Reviews which covered a major por on of the first day.

Following our financial reviews we began the “Best Idea” compe  Review Your Idea: o Idea – What was done? o How was it implemented? o What did it cost? o What were the results? o What were the pi alls? o What is your next step?  Rate each idea on the provided form  Submit for scoring and tabula on

Mopar Masters Guild Magazine

on. Here are the rules:

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Continued from Page 22 Best Idea Presenters Were:  Paul Allred  Mark Hargreaves  Steve Hofer  J.D. Ipsen  Randy Kaiser  Susan McDaniel  Tim Nordquist  Alan Perris  Rod Krueger  Rick Stewart  Marvin Windham

Stateline CJD Rick Hendrick DCJR Park CJ Ken Garff West Valley CJD Stateline CJD Bill Luke CJD Performance CJD Rick Keffer DCJ Yark CJD Commonwealth Dodge Benchmark CJD

Presenta ons were made, votes were cast and the results were tabulated. Winners of the Best Idea Presenta on for the NADA Super Performance Group Mee ng for 2013 were: 1. Rick Stewart 2. Steve Hofer 3. Randy Kaiser

(L-R) Mark Beaton, Randy Kaiser, Rick Stewart, Steve Hofer, Tom Rice

Day 2 of the Super Performance Group went according to the agenda with breakouts for Service & Parts followed by group interac on and problem solving.

This concluded our Chrysler Academy Super Performance Mee ng for 2013 We look forward to seeing all of you next year at NADA 2014 in New Orleans!

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All these CHRYSLER DEALERS can’t be wrong.

In my 35 years as Parts Manager I feel like my decision to do business with Corporate Billing has been one of my best decisions. Their careful DQG HIÀFLHQW KDQGOLQJ RI P\ H[LVWLQJ customer base, along with their willingness to help me capture new business has been a tremendous help in a competitive market.

$W ÀUVW JODQFH LW VHHPHG FUD]\ WR SD\ DQ RXWVLGH ÀUP WR GR ZKDW RXU 3DUWV Managers and Outside Sales personnel could and should be more than capable of. As it turned out, Corporate Billing DQG WKHLU WHDP RI H[SHUW FOLHQW &UHGLW agents approved more new Wholesale 3DUWV FOLHQWV LQ WKH ÀUVW ZHHNV WKDQ RXU EXVLQHVV RIÀFH VWDII KDG DSSURYHG LQ WKH previous 6 months.

Corporate Billing has been great for us. It has allowed us more time to focus on customer service and to focus on potential new customers rather than worry about collecting receivables. Your staff is very helpful and prompt when we need something handled for a customer.

- Marvin Windham

- Bruce R Benson

- Casey Brown

Parts Manager

Corporate Director of Fixed Operations

Parts Manager

Allen Samuels Chrysler Dodge Jeep Ram Ennis, TX

Allen Samuels Dodge Chrysler Jeep Ram Tyler, TX

Allen Samuels Dodge Chrysler Jeep Ram Fort Worth, TX

Allen Samuels Dodge Chrysler Jeep Ram Waco, TX

Allen Samuels Chrysler Dodge Jeep Alliance Fort Worth, TX

Benchmark Chrysler Dodge Jeep Ram Birmingham, AL

Allen Samuels Chrysler Dodge Jeep Ram Port Arthur, TX

Buerge Chrysler Jeep Los Angeles, CA

Allen Samuels Dodge Chrysler Jeep Ram Houston, TX Allen Samuels Dodge Chrysler Jeep Ram Katy, TX

Contemporary C hrysler Dodge Jeep Milford, NH Earnhardt’s Gilbert hrysler Jeep Dodge Gilbert, AZ

Mopar Masters Guild Magazine

Hayes Chrysler Dodge Jeep Gainesville, GA

Blackwell Automotive Danville, VA

Hayes Chrysler Jeep Dodge Baldwin, GA 30511

Central Avenue Chrysler Jeep Dodge Ram

Hayes Dodge Chrysler Jeep Ram Lawrenceville, GA

Larry Roesch Chrysler Jeep Dodge Elmhurst, IL

Mark Dodge Mobile, AL

Reidman Motors Connersville, IN

Pollard Friendly Motor Company Boulder, CO

Jim Cogdill Dodge Chysler Jeep Knoxville, TN

Rairdon’s Dodge Chrysler Jeep Ram of Kirkland Kirkland, WA

Bald Hill Dodge Chysler Jeep Kia Warwick, RI

Stinnett Chrysler Dodge Jeep Newport, TN

Dutchess Dodge, Inc Poughkeepsie, NY

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Leaders in the Sale of Quality Mopar Parts

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The Story of EXTRA Know w here your empl oyees are at ALL times.

C reate and manage opsktitomp.al routes fr om your de Dispatch st ops to abletcom. mon cell phone or ta

The Next Chapter Imagine glancing quickly up at a large monitor and knowing the delivery status for a customer instantaneously. The Dispatch Whiteboard will give managers and customer service representatives the ability to view the delivery driver and route Z[H[\Z VM L]LY`[OPUN [OH[ PZ OHWWLUPUN PU [OL Ă„LSK H[ HU` NP]LU [PTL ,]LY` YV\[L THUPMLZ[ ^PSS IL KPZWSH`LK VU H ZPUNSL ZJYLLU ]PL^ MYVT [OL ,?;9( +HZOIVHYK ZOV^PUN KLSP]LY` Z[H[\Z VM LHJO VYKLY HUK ,;(Z PU YLHS [PTL The idea for the Dispatch Whiteboard was drafted in the summer of 2012 in a meeting with fellow Guild Members, the Guild President and EXTRA Representatives.

Now, less than six months later, it has been developed and deployed.

www.eliteextra.com

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C apture signat ures electr onical ly.

A f lexi ble and af foyordurable so lution t o help business pr of it.

Show your cust omer w hen t o expect you.

new “Everybody loves this whiteboard feature!� s Manager Mike Opperman, Part Dodge Ram Baxter Chrysler Jeep

For more information visit www.eliteextra.com or call 1.888.484.8729.

to be continued...

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Introducing All-New POS Materials to Promote your Dedication to Servicing

All Makes and Models New Magneti Marelli All Makes POS materials make it easy to display your capabilities to service your customers’ vehicles, whether they purchased from you, or somewhere else.

Remind customers that your team is equipped with experts they can trust to service not only their Chrysler group vehicles, but also brands like Ford, GM, Honda and Toyota. Install a horizontal banner, set of display panels, indoor/outdoor sign and mirror danglers. Order your All Makes POS materials from the Service Drive Store today.

_ Display

Panels Set of (2) Two-sided panels

a Indoor/Outdoor Sign

a Mirror Danglers a8’x3’ Horizontal Banner

(pkg. of 250)

Visit the Service Drive Store today at www.dealers-mopar.com > Sales Tools > Service Drive Store 17779 ©2013 Chrysler Group LLC. All Rights Reserved. Mopar is a registered trademark of Chrysler Group LLC. Printed in U.S.A.

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Ralph alph Cumston ervice Director Parts and Service Germain Ford Columbus, OH

“We nearly doubled .” quick-lane upsells.”

Part of Reynolds Retail Management System… transforming the way consumers experience your dealership.

reyrey.com/rms | 800.853.2617 © 2013 The Reynolds and Reynolds Company. All rights reserved. 1006542 3/13

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DO YOU want to GROW YOUR Mopar Wholesale Parts Business?

We are a proud supporter of the Mopar Masters Guild. Š2013. All rights reserved.

Find out how we can personalize your marketing message to help grow your parts business: Contact: Chris Messer, Publisher

651.224.6207 ext. 14

e

cmesser@10missions.com

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March-April 2013

ADP Dealer Services

Accelerator Consulting Packages

Improved workflow and increased efficiency means . . .

More revenue for your dealership We can help get you there.

ADP’s Professional Services Group will help you chart your course and accelerate towards improved business results with the Accelerator Consulting Program.

Also available for every area of your operation:

Dealership-Wide Business Office Front End Sales

What you get: Key reports to help discover revenue or expense opportunities quickly Best practice recommendations to expedite processes that produce accurate and timely data Dealership ‘Process Champion’ for sustained initiative success

Fixed Operations

Learn how to:

Improve Parts and Service workflow leveraging standardized processes Increase technician productivity by understanding how to use electronic communication

Improve Parts revenue, profit margins and flexible pricing options Increase Revenue – Reduce Expenses – Increase CSI Fixed Operations Accelerators Quarterly Visits w/Snapshot

Parts

Biannual Visits

Service / ERO / Techworkbench

Utilization Evaluation Watch the video or visit our website for more information.

Or contact us at 888.424.6342 / DS_Telesales@adp.com, and we’ll help you determine which package is right for your dealership.

ADP Dealer Services, Inc. / 1950 Hassell Road / Hoffman Estates, IL 60169-6308 / adpdealerservices.com / 888.424.6342 © 2013 ADP Dealer Services, Inc. / ADP is a registered trademark of ADP, Inc.

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Jack Powell supports the 51st annual Tierra Del Sol event near Salton Sea, California attended by 8,000 visitors.

Our Raffle generated over 250 guest entry’s

Pre y simple stuff, show up say Hi, and get to know your customers

Play, Dream, Participate

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Part 1: What is the mystique of the Ritz Carlton Submi ed by Rick Monteiro

My dealers NADA 20 Group recently invited all key managers to a end a seminar at the Ritz Carlton in Dallas Texas tled - The Ritz-Carlton Experience… “It’s Our Pleasure”. This dynamic and interac ve presenta on is offered at Ritz-Carlton hotels only. Par cipants saw Ritz-Carlton Ladies and Gentlemen providing their award-winning Legendary Service.

In the “Legendary Service” session, par cipants learned about the Ritz Carlton culture and corporate philosophy. Aligning the culture to the opera on the Ritz-Carlton drives employee engagement, customer engagement and profitability. “Radar On-Antenna Up” focused on the art of an cipa on and how to stay in the moment to fulfill even the unexpressed wishes and needs of the guests.

The Employee Panel and Daily Line Up allowed us to experience firsthand the Ladies and Gentlemen of The Ritz-Carlton in ac on. The Closing Debrief provided a endees with the opportunity to start to iden fy the learning gems they can transfer to their organiza on and implement in their own work environment.

You can find out more about the Ritz secrets here> h ps://www.epmsonline.com/wp-content/uploads/2011/09/ar cles/RitzCarltonGoldStandardService.pdf Our dealership was able to walk away from this training with the ability to empower our employees back home with excep onal customer service skills. This event was a personal turning point in my management style. I had always called myself a manager but the reality was that I had made the transi on from manager to leader long ago.

Back home we immediately implemented the daily line up dealership wide. These quick 5 to15 minute mee ngs start out each day with all employees working towards the same goal of pleasing customers. For me this is the secret to our success at our dealership. If we please customers, they are happy. Happy customers buy vehicles from us. Everything else that happens including Parts, Sales, Service, Finance and Employment starts with pleasing a customer.

At first, the parts department line ups were a burden since I had staggered star ng mes for my staff of 24 employees causing me to perform 4 line ups per day. I quickly recognized that with a li le rescheduling I only needed to have two start mes per day reducing the lineup mee ngs to twice a day.

These mee ngs are now the most valuable me of the day ensuring all of our employees know how valuable our customers are. Collec vely as a team we learn to please our customers by refining policy, process, equipment and safety issues.

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Part 2: Letter to the Ritz Carlton Submi ed by Rick Monteiro

To whom it may concern, I recently stayed at the Ritz Carlton in Dallas, TX. Normally I am able to move past unexcep onal experiences but for whatever the reason I think about my recent experience o en since my arrival back home. Maybe this message will help me forget.

My company provided the opportunity to a end the “Ritz Carlton experience” seminar on Sunday January 13th. This all day immersion into the culture of the Ritz Carlton mys que was awesome. I came away revitalized and energized to share this knowledge with my employees so we could enhance our customers experience at our New Car Dealership.

Of course I looked at your opera on with an insider’s eye a er this event and was shocked to find out that even the Ritz can fail.

I le the mee ng and went upstairs excited to watch the NFL championship football games in my luxurious view room on the 11th floor. Unfortunately the maid had just started to clean my room. I told her no worries just get it straightened up as soon as possible and I grabbed my jacket and headed down to the lobby bar to watch the game.

Well the lobby bar did not have a television but the bartender told me that we could watch the game in the Pa o Tent Bar. Since that bar was currently closed I signed for a dra beer to be charged to my room. It was a $7 beer and I le a $1 dollar p and waited for them to get it open. A er a long period of me one of their gentlemen finally found the key. My observa on was that the door was locked because if unlocked the outside wind would push cold air into the lobby bar.

Once inside the pa o bar we found a TV but no remote to turn it on. A long me went by before a gentleman was finally able to get the game on unfortunately with no volume. Finally it was determined by two gentlemen that volume was not possible. They said that they would bring a TV into the lobby bar and come get us when it was up and running.

A er another long wait a gentleman came and told us that the TV was up and running with the playoff game and then said “unfortunately we only have coax cable in the lobby bar and the picture is terrible but the sound is good”.

A er arriving back to the Lobby bar it was confirmed that the picture was unwatchable. I ordered another beer and asked a gentleman if he could find out if my room was ready. I knew my room had a wonderful HD quality signal and volume. A er a short me he came back from the front desk with two new keys for my room.

I had to ask him why he brought me new keys. He told me he didn’t know “they just gave them to me for you”.

I had to ask him Does this mean the maid is done and I can go up to my room now”, he replied “yes”.

I stepped back up to the bar to se le my latest purchase and was told by the gentleman that gave me the keys that this beer was on him. I thanked him and went up to my now clean room and enjoyed a few minutes of the game before heading out to dinner with our group.

Imagine my surprise the next morning when I received my final statement of charges with one beer for $8.00 and another for $8.05. I was OK with being charged for the second beer even though it was promised to be

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complimentary. The problem I have with this charge is that some unscrupulous employee took it upon themselves to add a $1.05 p.

I have a habit of rounding when pping and occasionally find dishonest people stealing ps in this fashion. So when I saw $8.05 I knew someone put their hand in the cookie jar.

Please inves gate this ma er. I expect to see the signed receipts for these two beers confirming or denying my suspicions.

The other very small detail concerning my visit and a ending the “Ritz Carlton Expieience” training seminar was the way my visit was an cipated. Since your system knew I was in class from 8am un l 4pm. Why was the maid cleaning my room at 4:00PM? Best Regards, Rick

Part 3: Conclusion to the Ritz Carlton Experience Submi ed by Rick Monteiro

Chrysler Group LLC is currently ranked near the bo om in customer sa sfac on. It is each and every dealerships individual employee’s responsibility to change our customer’s percep on concerning sa sfac on.

Chrysler Group LLC CEO Sergio Marchionne recognized the Customer Promoter Score (CPS) program has failed to improve customer sa sfac on and needed an overhaul. Chrysler’s new Customer Experience Ini a ve (CEI) is a different approach from the carrot and s ck approach used by our compe on. Chrysler dealers who perform well will be rewarded with higher sales, not checks from the factory.

“If you perform at a higher level based on customer experience, your percentage of loyalty will grow, your percentage of service reten on will grow,” Mark Engelsdorfer, Chrysler’s director of market representa on, told Automo ve News. “With that will come a pre y substan al growth in your opera ng profit.”

My experience at the Ritz Carlton a while back was just what I needed to refocus my efforts and empower my employees to do what pleases customers. The lessons learned during our seminar there gave me the tools I needed to improve my skills as a leader.

As you read in part two of this trilogy things can go wrong even at the Ritz Carlton. Given the fact that the manager of this resort property personally called me to resolve their small missteps, I have reason to forgiven them. They are truly concerned with my happiness.

We are told by the automo ve industry prophets in our business that we are entering a new era of unprecedented prosperity. Our ability to provide a world class customer experience is within our grasp. Collec vely as a group we are poised to profit handsomely if we can apply the effort and dedica on necessary to cash in.

What are you personally going to do to create empowered prepared employees at your dealership? How many sales are you going to generate through this philosophy thus profi ng from customer sa sfac on?

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Accessing OEM repair information is critical to making safe repairs Those who were around in the industry in the late 1970s and early 1980s no doubt remember what a transformave period that was. The automakers’ widespread adop on of the unibody vehicle changed the collision repair industry drama cally – and not just from a technology aspect.

It led, for example, to a change in the make-up of the industry, with shops specializing in frame repairs giving way to shops equipped to repair unibodies; shops that didn’t adapt quickly lost out.

It led to the development of shop management tools and an emphasis on training. During these years, former technicians owning shops (and the vendors they worked with) realized it was going to take business skills – not just technical repair skills – to survive.

And perhaps most importantly it led to the crea on of I-CAR, as shops, automakers and insurers realized the repercussions if the industry didn’t have the informa on and training it needed to repair these vehicles properly.

Vehicle technology con nued to evolve in the following decades. But I argue that right now the industry is in the midst of a “unibody-like” change, where winners and losers will be determined by how well shops can adapt and get the informa on they need.

Challenges include new metals, materials and vehicle construc ons, new sensors and safety systems, new powertrains and vehicle-specific repair requirements.

Just as unibody training and equipment separated the winners from losers in the industry 30 years ago, I believe use of automaker repair informa on is already star ng to serve as the great divide today. No one will convince me their shop is repairing every vehicle properly and completely if use of automaker repair informa on isn’t incorporated into their process on every job.

Experience may help you do a lot of things right, but there’s no way you’re not making some (and probably a growing number of) mistakes.

Without access to OEM informa on, for example, you probably don’t know that the back-up parking sensors on some vehicles should never be painted more than once. Without checking Nissan informa on, you probably don’t know that if you remove the center pillar trim panel on a 2008 Versa, it can’t be reused.

Those not checking automaker informa on probably aren’t aware that on many Toyota, Honda, Hyundai and Kia vehicles you need to perform a zero point calibra on (or check the occupant detec on sensor) if any one of a number of condi ons occur. One of those condi ons: A er the vehicle has been in an accident.

Anyone welding certain BMWs may not know, if they aren’t checking the automaker’s informa on, that welding on their vehicles has to be done with a different gas mixture than is used on most other cars.

There are many of these sorts of examples. So let me say this clearly and empha cally: I do not believe that a shop can properly repair a vehicle today if they do not access and use OEM repair informa on.

The first bit of good news is that the informa on is available. Some of the automaker technical informa on websites, such as Hyundai’s (www.hyundaitechinfo.com) and Kia’s (www.kiatechinfo.com) are free. Others carry a fee.

You can access them all through www.OEMonestop.com.

Continued on Page 40

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Continued from Page 39 The second bit of good news is there are other op ons for accessing the informa on, through an ALLDATA subscripon (I’m a huge fan) or through the increasing integra on of the informa on in the es ma ng systems. Accessing that data should be part of your process of blueprin ng repairs.

And the last bit of good news: These subscrip ons can easily pay for themselves. When you know that certain fasteners are one- me-use only, for example, you know you need to include them on your es mate, parts order and invoice. When you know a procedure is required – and have the OEM repair informa on to prove it – you can get paid for what needs to be done for what you are doing.

The unibody vehicle changed this industry. Shops that didn’t evolve quickly, didn’t survive. The same is true with access to automaker repair informa on today. If you don’t have it, you’re already falling behind and on your way to becoming a dinosaur.

Mike Anderson, a former shop owner, currently operates COLLISIONADVICE.COM, a training and consul ng firm. He also acts as a facilitator for DuPont Performance Services’ Business Council 20-groups.

Source: www.abrn.com

Rhode Island Bill Proposes Minimum Damage Before Total Loss Unique bill would require owner’s consent to total unless damage exceeds 75 percent.

A newly introduced bill in the Rhode Island General Assembly would make it an unfair claims settlement practice for an insurance company to declare a vehicle a total loss unless the damage exceeds 75 percent of the vehicle’s pre-accident value.

Under Section 27-9.1-4 of the General Laws, the Unfair Claims Settlement Practices Act, the proposed amendment would require the vehicle owner’s “express written authorization” before any vehicle could be declared a total loss if the cost to repair the vehicle is less than 75 percent of the fair market value of the motor vehicle immediately preceding the time it was damaged.

This bill is distinctive in that it prevents an insurer from declaring a total loss below a certain threshold, rather than (as in other states) requiring an insurer to declare a total loss above a certain threshold.

Most state laws define damage thresholds primarily to set requirements for salvage title laws only. In other words, the state may require a salvage title if damage exceeds a certain threshold, however insurers are still free to declare a total loss at any level they see fit.

For example, in a state with a 75 percent salvage title threshold, a vehicle may have only 55 percent damage yet the insurer, after factoring in salvage value of the car, would find that the repair is not economically feasible and declare the car a total loss. In this case, the car might go to the salvage auction as a total loss, yet it would retain a clean title under state law, as it remains below the salvage title threshold.

In North Carolina, for example, the law requires an insurer to declare a total loss whenever the damage to the vehicle exceeds 75 percent of its value. In this case, the law in no way prevents an insurer from declaring an economic total loss at any level it sees fit, provided it is below 75 percent.

Continued on Page 41

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Continued from Page 40 The Rhode Island bill is clearly different in that it does prevent an insurer from declaring a total loss below the 75 percent level of damage (without the owner’s consent), even if the repair is not economically feasible.

Also under the proposed new subdivision, “fair market value” would be defined as the retail value as set forth in a “nationally recognized compilation of retail values commonly used by the automotive industry…”

The bill, H 5263, was introduced by Representatives Corvese, Winfield, Ucci, Silva, and Trillo on February 6 and has been referred to the House Corporations committee. One of the bill’s sponsors, Rep. Joseph Trillo, sits on that committee.

A hearing on the measure has not been posted.

Source: www.collisionweek.com

I-CAR Donates $200,000 to Education Foundation March 21, 2013—I-CAR has donated $200,000 to the Collision Repair Educa on Founda on, the training organizaon announced Wednesday.

I-CAR said the dona on is the largest monetary dona on that the Educa on Founda on has received since it was founded in 1991. The money will be used to support the Educa on Founda on’s philanthropic and collision repair educa on ac vi es that promote and enhance career opportuni es in the industry.

I-CAR said the dona on was made possible through the industry’s involvement in training. In 2012, I-CAR committed to set aside $1 for every I-CAR class a ended to donate to the Educa on Founda on. The organiza on delivered nearly 200,000 “student units,” or 600,000 credit hours of training throughout 2012. I-CAR’s board of directors decided to round the dona on up to $200,000.

“Through the support of I-CAR on behalf of the inter-industry, the Collision Repair Educa on Founda on can connue to gain momentum toward its ul mate goal, to create a future in which every entry-level technician hired has graduated with the necessary skills and understanding of new technology to be well-trained, produc ve and efficient employees from day one on the job,” said Clark Plucinski, execu ve director of the Educa on Founda on.

I-CAR plans to con nue suppor ng the inter-industry by reinves ng in the community throughout 2013.

“Thank you, inter-industry. Without your commitment to training, I-CAR would not have been able to provide this level of support to the Collision Repair Educa on Founda on. Together, I-CAR and the Collision Repair Educa on Founda on are working closely to reinforce the future sustainability of the industry,” said John Van Alstyne president and CEO of I-CAR. “Our collec ve goals are to help effec vely equip secondary and post-secondary schools.

We aim to help them a ract aspiring students and to properly prepare graduates to add immediate value as future employees of our industry. Independently and together, we have a number of ini a ves underway to accomplish this goal. This dona on on behalf of the inter-industry will greatly help the Collision Repair Educa on Founda on advance its mission.”

Source: www.fenderbender.com Strategies and Inspira on for Collision Repair Success

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2013 M MMG MG C Com o m m itte i t t ees es President Vice President Treasurer Secretary Executive Committee All of the above as well as:

Steve Hofer Rick Cutaia Mark Skinner Joe McBeth

Park CJ – Burnsville, MN Rick Hendrick DCJR - Charleston, SC Power CJD – Phoenix, AZ Dallas DCJ – Dallas, TX

Gerry Oakes Marvin Windham Dan Hutton Paul Allred

Baxter CJD – Omaha, NE Benchmark CJD – Birmingham, AL Tom O’Brien CJD – Greenwood, IN Stateline CJD – Fort Mill, SC

Dan Hutton Don Cushing TBA TBA Steve Hofer Rick Cutaia Mark Skinner Joe McBeth

Tom O’Brien CJD – Greenwood, IN Bald Hill DCJ – Warwick, RI

Park CJ – Burnsville, MN Rick Hendrick DCJR - Charleston, SC Power CJD – Phoenix, AZ 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 Ken Kokoszka Rich Schott

Rick Hendrick DCJR – Charleston, SC Christopher’s Dodge World - Golden, CO Moore CJ – Peoria, AZ

Dan Hutton Paul Allred Steve Hofer

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

Dealer Tire

Paul Allred Susan McDaniel Joe McBeth

Stateline CJD – Fort Mill, SC Bill Luke CJD – Phoenix, AZ Dallas DCJ – Dallas, TX

Elite Extra

Rick Monteiro Ken Kokoszka J.D. Ipsen

Jack Powell CJD – Escondido, CA Christopher’s Dodge World - Golden, CO Ken Garff West Valley CJD – West Valley, UT

UPS

Marvin Windham Glen Hojnacki TBA

Benchmark CJD – Birmingham, AL Milosch’s Palace CJD – Lake Orion, MI

Tracy Industries

TBA TBA TBA

GuidePoint

TBA TBA TBA

Katzkin

TBA TBA TBA

Committees: Vendor Chairman Newsletter Nada 2014 Planning Membership Finance Committee

Vendor Committees

OEConnection Snap-On

Mopar Masters Guild Magazine