Mopar Masters Guild Magazine March-April 2020 NADA Edition by Don Cushing

Leaders in the sale of quality FCA Mopar Parts.

Mopar Masters Guild Meet in Las Vegas for 28th Annual Meeting Return Home to Challenges from Corona Virus

March - April 2020

Also In This Issue From the Desk of MMG President Susan McDaniel ........................................... 2 OEMs Describe State of Replacement Parts Amid COVID-19 Shoutdowns .....3-7 Mopar Masters Guild Meets for 28th Annual Event in Las Vegas .................. 8-45 Supporting Vendors ............................ 16-17 How Detroit Automakers are Creating a New “Arsenal of Health” to Cope with Growing Coronavirus Pandemic ...... 46-49 Chris Messer - “Resolve - We’re All In This Together” .......................................... 50 10 Missions Media .................................... 51 Katzkin Leather ......................................... 52 CDK Global ................................................ 53 UPS .............................................................. 54 CDK Global ................................................ 55 FCA Urges Drivers to Stay Home .... 56-57 Fiat Chrysler and Honda Aim to Restart North American Production in May ...... 57 OEConnection ...................................... 58-59 Autobody News .......................................... 60 PSX - Parts Sales Xcellerator ................. 61 AER Manufacturing ............................ 62-63 Snap-On Business Solutions .................... 64 Reynolds & Reynolds ................................ 65 The View From My Office................. 66-68 Wholesale Parts Pro/NiTS Solutions... 69 Reynolds & Reynolds ................................ 70 CDK Global ................................................ 71 Elite Extra .................................................. 72 Katzkin Leather ......................................... 73 OEConnection ............................................ 74 FCA Making Facemasks, Providing Meals for Children .................................... 75 Doug Johnson - “Changing Times” . 76-77 Ekite Extra ........................................... 78-79 Snap-On Business Solutions .................... 80 SCRS Website Compiles Covid-19 Resources .................................................... 81 Encouraging Students to Enter Collision Repair ................................... 82-83 MMG Officers/Committees ................... 84

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

March - April 2020

From the Desk of MMG President Susan McDaniel Faith & Hope Hello Everyone. I hope this ar cle finds you all safe and well. At the me of this wri ng, we are in the middle of a terrible storm. A few short months ago we were so excited to meet in Las Vegas and share our ideas, concerns, and hope for the upcoming year. We had so much to talk about, mull over, share, plan and decipher. It takes months to put together one of our events and it is all consuming. The anxiety leading up to that magic moment when we are in our mee ng room for that very first day ge ng ready to kick off another great session of sharing ideas with our peers in a noncompe ve environment. I think we can all say that it was one of the best mee ngs we have ever had. The conversion, topics, ideas and par cipa on was endless. We broke barriers with our a endance, par cipa on, and bringing a Service Director into our fold as an officer for the very first me in MMG history. We spent some quality me with our partners from FCA and had some great discussions that really lead us to have hope for the year ahead of us. As we ended our mee ng on that Friday, there was so much to be excited about and look forward to. A few short weeks later, that came to an abrupt end. We all constantly think and pray about the health and welfare of our family, friends and loved ones. It’s always foremost in our thoughts. There is so much going on in all of our lives that somehow it is difficult to priori ze what truly ma ers. At some point, every day, we all get caught up in that whirlwind. Many of us have been faced with the inevitable; layoffs, furloughs, and possible closures. The constant worry of what will happen in the months to come with our businesses, our employees, our money and our future. I think I can speak for all of us in saying that the ONE thing we all have on the top of our lists in the HEALTH of our family, friends and loved ones. At the end of the day nothing else ma ers. Something good comes out of everything bad and this storm has brought us all to our knees and made us get back to the basics; the core. We have all had more me to think, to pray and to priori ze. More me to think about what really ma ers. More me to spend with our families, to reconnect with old friends (via phone of course). To communicate with the people in our lives that ma er most. To be thankful for our health and the health and wellbeing of those we care about. To lend a hand to those in need. To set differences aside and be more open-minded about how we will react to circumstances moving forward. This storm has given us all an opportunity to sit back, repriori ze, regroup, rethink, recap; we will all be stronger and be er at everything we do and everything we are to those around us because now all we have is FAITH AND HOPE. You are all in my thoughts and prayers as we fight this ba le. We WILL win. I look forward to seeing you all soon. Stay safe and healthy. Your President,

Susan McDaniel Susan McDaniel susan@billluke.com - 602.336.1557

Mopar Masters Guild Magazine

FAITH – Is being sure of what you hope for and certain of what you do not see HOPE – If there is HOPE for the future there is literally power in the present

Leaders in the Sale of Quality Mopar Parts

OEMs describe state of replacement auto parts amid COVID-19 shutdowns Though many automakers have announced factory shutdowns amid na onal COVID-19 coronavirus concerns, mul ple OEMs reported replacement parts for body shops aren’t significantly affected. So that’s good news for repairers and customers. However, shops should understand that the situa on could evolve — possibly rapidly. U.S. OEMs: FCA, Ford, GM, Tesla A Detroit Free Press Friday report illustrates this possibility. Ford on Wednesday said it would halt North America produc on after the Thursday evening shifts until March 30, but spokeswoman Kelli Felker told us “Our parts depots will remain open.” FCA on Wednesday said it would close “starting progressively from today through the end of March,” but spokeswoman Jodi Tinson on Thursday evening told us parts distribu on con nued. “The FCA Mopar parts distribu on facili es are currently opera ng to provide support for our dealers and customers who rely on us for their repairs and maintenance,” she wrote in an email Thursday. “We are con nuing to monitor the situa on carefully and are taking all necessary precau ons to safeguard the health and welfare of our workforce, including more frequent cleaning and disinfec ng of all working areas.” However, on Friday, the Detroit Free Press cited two unnamed sources to report “the UAW and General Motors, Ford Motor Co. and Fiat Chrysler Automobiles have agreed to shut down all U.S. parts distribution centers at the end of business Friday.” The facilities would still operate with volunteer workers, according to the newspaper. While we haven’t yet confirmed this for Ford, GM and FCA on Friday confirmed this would indeed be the case for its facili es. “While today will be our last day of normal opera ons for GM Customer Care and A ersales, GM and the UAW have reached an agreement that will allow us to con nue delivering service and repair parts to our dealers and customers, including the police agencies, fire departments and emergency service providers who rely on our vehicles all over country,” GM said in a statement. GM communica ons senior manager James Cain said the centers would be run by volunteers. “These facilies will be staffed by hand-raisers,” he wrote in an email. “We will be working through staffing and scheduling plans to resume opera ons on Monday.” GM on Wednesday had already said it would launch a “systematic orderly suspension” of North America manufacturing “until at least March 30. Production status will be reevaluated week-to-week after that.” FCA on Friday issued the following statement: Throughout this challenging period, FCA has been focused on enabling a stable supply of parts to our dealers to help keep our customers on the road. Be they first responders driving ambulances and fire trucks or commercial needs such as delivery and postal services, FCA and its dealers are working to keep all our customers opera onal. Following an agreement with the UAW, from Monday, March 23, FCA will begin opera ng our Mopar Parts Distribu on Centers (PDC) using hourly-paid volunteers. Continued on Page 4

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

March - April 2020

Continued from Page 3 As with all our facili es, we have implemented an extensive program of cleaning and social distancing protocols across all our PDCs and we will con nue to operate with the safety of our employees as a priority. Further, for any employee volunteering to work at our PDCs, we will ensure they are all equipped with gloves and masks. FCA and the UAW are proud to con nue suppor ng our customers when they need our help the most. Tesla on Thursday announced it would cease production at the end of day Monday. “As such, we have decided to temporarily suspend produc on at our factory in Fremont, from end of day March 23, which will allow an orderly shutdown,” the company wrote in a news release. “Basic opera ons will con nue in order to support our vehicle and energy service opera ons and charging infrastructure, as directed by the local, state and federal authori es. Our factory in New York will temporarily suspend produc on as well, except for those parts and supplies necessary for service, infrastructure and cri cal supply chains. Opera ons of our others facili es will con nue, including Nevada and our service and Supercharging network.” The OEM hasn’t yet responded to a Thursday request for more informa on on its replacement parts supply. Asian OEMs: Honda, Hyundai, Kia, Mazda, Mitsubishi, Nissan, Toyota, Subaru Honda on Wednesday said it would stop manufacturing in North America March 23-30, affecting about 40,000 vehicles. “At this me, Honda’s six-day North American new vehicle produc on suspension is not expected to affect availability of Acura or Honda Genuine Replacement Parts,” spokesman Chris Mar n wrote in an email Wednesday. Hyundai suspended produc on at its Alabama plant Wednesday following an employee testing positive for COVID-19. The OEM said it will reopen when it was deemed safe. “Currently the impact on parts availability is very minimal,” Hyundai spokesman Michael Stewart wrote in an email. “We don’t have a supply issue at this me with the excep on of some select wire harnesses. “There are no significant issues from suppliers from China and Korea either, and the China supply chain is recovering.” It’s unclear if Kia has shut anything down. However, “(n)o parts shortages are planned or seen at this me,” corporate communica ons director James Bell wrote in an email Thursday. Mazda North America President Jeff Guyton on March 13 encouraged all employees to work from home through the rest of the month and suspended all business travel. Any impact on manufacturing in the U.S. or abroad was unclear, and Mazda has not yet responded to a Thursday request for informa on on replacement parts status. Mitsubishi North America CEO Fred Diaz on Thursday said all Mitsubishi “headquarters and regional team members” were working remotely effective as of Monday. “While working from home, the Mitsubishi Motors team is commi ed to con nuing support for our many dealer partners across the United States, including providing them with addi onal guidance on cleaning and sani zing their facili es,” Diaz wrote. Mitsubishi communica ons senior director Jeremy Barnes on Friday described efforts to keep replacement parts distribu on centers safe. “I can tell you that we are doing everything we can to keep our parts distribuon centers open, while ensuring the safety and well-being of our team members,” Barnes wrote in an email. Continued on Page 5

Mopar Masters Guild Magazine

Leaders in the Sale of Quality Mopar Parts Continued from Page 4 “For example, we have designated a specific area where shipments are placed before a driver arrives to take them for final delivery. Another team only loads and unloads. And paperwork is kept in another secured area, where nothing is directly handed to another person. At all mes, we encourage the six-foot social distancing recommended by CDC, as well as regular hand-washing and sani zing. “Our goal is to minimize person-to-person contact as much as we possibly can, while s ll ge ng the important work done. In other situa ons where team-members don’t need to be in an office or group environment, we have either encouraged or mandated they work from a home office. “On a dealership basis, I cannot give you a blanket statement. In some states, all non-essen al businesses have been closed. In some of those states, service facili es have been carved out as essen al, but not in all. At this me, it’s a moving target, and we – like everyone else in the industry – are working closely with state and local officials to ensure we’re doing what we can to protect everyone, while s ll providing the crucial service and support our customers need in these uncertain mes.” Nissan in a post Wednesday announced it would suspend U.S. production March 20-April 6. “Areas deemed business-essential will operate with enhanced safety measures,” it wrote. Spokeswoman Lloryn Love-Carter confirmed Friday that parts were considered “business-essen al.” “Our parts distribu on centers con nue to operate as they are deemed business-essen al func ons,” she wrote in an email. “We con nue to monitor the situa on and are ready to promptly react as necessary but have deployed measures to help ensure a healthy and safe environment for employees, including more frequent cleaning of hand-held tooling and high touchpoint areas; suspension of non-cri cal visitors; and frequent communica on on recommended CDC hygiene prac ces.” Toyota said Wednesday it would stop production in North American March 23-24. On Thursday, it said it wouldn’t restart production until April 6. “Our service parts depots and vehicle logis cs centers will con nue to operate,” the OEM wrote in a Thursday news release. “At this me, we have ample supply of replacement parts available in our pipeline to meet customer needs and we do not an cipate any impact due to the temporary produc on halt at our North American facili es,” Toyota spokesman Victor Vanov wrote in an email. Subaru in a Thursday statement said it would close its Indiana plant for a week: “To further ensure the health and safety of associates and to adjust volume for market demand as a result of COVID-19, Subaru of Indiana Automo ve (SIA) is suspending produc on, March 23-29. All associates will receive full pay during the oneweek shutdown.” “As it relates to availability of replacement parts, we do not expect the one-week shutdown to have a significant impact,” Subaru of Indiana communica ons and external rela ons manager Craig Koven wrote in an email Friday. European OEMs: Audi, BMW, Jaguar Land Rover, Mercedes, Porsche, Volkswagen, Volvo Audi on Thursday said it would shutter its plants in “Ingolstadt, Neckarsulm, Belgium, Mexico and Hungary in a controlled manner by the end of this week.” Continued on Page 6

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

March - April 2020

Continued from Page 5 The company hasn’t yet responded to a Thursday inquiry about its U.S. opera ons or the status of replacement parts. BMW this morning said its Spartanburg, S.C., factory remains in opera on. “As of this morning, Plant Spartanburg con nues to be opera onal,” BMW corporate communica ons manager Phil DiInnani wrote in an email. “We will keep you updated on any new developments.” Jaguar Land Rover on Friday said it would cease production “over the course of next week” in the United Kingdom. “The company’s inten on is to resume in the week of 20 April, subject to review of the rapidlychanging circumstances,” the company wrote in a news release. “… Currently, Jaguar Land Rover’s manufacturing plants in Brazil and India con nue opera ng. The company’s joint venture plant in China reopened in the week of 24 February, as life begins to get back to normal in the country.” The company hasn’t yet responded to a Friday a ernoon email inquiry about replacement parts. Mercedes parent company Daimler on Tuesday said it would “suspend the majority of its produc on in Europe, as well as work in selected administra ve departments, for an ini al period of two weeks. … “Connected to this is an assessment of global supply chains, which currently cannot be maintained to their full extent. An extension of this measure will depend on further developments. Wherever opera ons need to be con nued, the company will take appropriate precau ons to prevent the infec on of its employees.” “This is a dynamic situa on which con nues to evolve, and we are closely monitoring developments together with our dealer partners to ensure we are suppor ng our customers in a safe and responsible manner,” Mercedes said in a statement Wednesday when asked about parts. “In light of this, we will con nue to make adjustments to our opera ons and communicate any relevant changes as needed.” Porsche on Thursday said it would stop produc on for at least two weeks. “As from the coming week, Porsche will suspend produc on for an ini al period of two weeks,” Porsche wrote in a news release. “By taking this step, the sports car manufacturer is responding to the significant accelera on in the rate of infec on caused by the coronavirus and the resultant measures implemented by the relevant authori es. “In addi on to the primary protec on of the workforce, bo lenecks in global supply chains no longer allow orderly produc on. At the same me, Porsche is preparing for a decline in demand and securing its financial strength with the decisions made. The parent plant in Zuﬀenhausen and the produc on loca on in Leipzig will be closed from Saturday (21 March 2020). These steps have been taken as part of an orderly process and in close coopera on with the works council.” The company hasn’t replied to a Thursday inquiry about its U.S. opera ons or replacement parts. Volkswagen said Thursday it would shut down its Cha anooga, Tenn., plant for a week. “Eﬀec ve Saturday, March 21 at 3:45 a.m., Volkswagen Cha anooga will suspend produc on for one week, with current plans to resume produc on Sunday, March 29 at 10 p.m.” Volkswagen Cha anooga CEO Tom du Plessis said in a statement. “This action is being taken to help ensure the health and safety of our team members as we conduct additional sanitation and cleaning procedures throughout the factory. We will also use this time to assess future production plans and market developments.” Continued on Page 7

Mopar Masters Guild Magazine

Leaders in the Sale of Quality Mopar Parts

Continued from Page 6 The Volkswagen Group on Tuesday said it would shut down Volkswagen Passenger Cars plants even longer in Europe. “Ini ally, produc on facili es in Wolfsburg, Emden, Dresden, Osnabrück, Zwickau, Bra slava (Slovakia), Pamplona (Spain) and Palmela (Portugal) are affected, as well as the Components plants at Brunswick, Chemnitz, Hanover, Kassel, Salzgi er and SITECH,” the parent company wrote. “… The Volkswagen Passenger Cars brand is gradually suspending produc on at its European plants. This will also affect Volkswagen Group Components plants. This is the brand’s response to the impending rapid decline in demand on the automo ve markets. Risks in connec on with suppliers’ supply chains are also increasing. This is due to the significantly accelerated rate of infec on by coronavirus and the resul ng measures taken by the authori es. Ini ally, the factories are therefore expected to remain closed for two weeks. For the affected German sites, the measures are to apply from the end of the late shi on Thursday.” Works Council Chairman Bernd Osterloh noted in a statement that “Volkswagen has supply problems.” Volkswagen hasn’t yet replied to an inquiry about any impact on replacement parts. Volvo on Friday said it would shut down U.S. manufacturing in South Carolina as well as operations in Europe. “The Belgium plant will remain closed un l April 5,” Volvo wrote in an email. “The Swedish and US plants will be closed between March 26 and April 14. “People working in our offices will generally work from home as of March 26 and working hours will be reduced.” Volvo said these offices were in Sweden and Belgium. The company hasn’t yet responded to a Friday inquiry on the status of parts. Like JLR, Volvo noted Chinese manufacturing had reopened. “Earlier this month Volvo Cars reopened its four manufacturing plants in China a er an extended closure period,” Volvo wrote. “Today´s showroom traffic is indica ng a return to normal in China’s car market which is clearly demonstra ng the advantages of being a globally balanced company.” What might happen CCC lead analyst and director Susanna Gotsch had described the impact of another automo ve shutdown — the UAW’s GM strike in 2019 — in a Monday analysis of what the COVID-19 coronavirus issue could mean for body shops. “A survey conducted by CollisionWeek at the me reported four out of five shops surveyed indicated they had seen GM parts’ delays,” Gotsch wrote. “However, only less than two in five of the GM vehicles needing repair were impacted and use of alterna ve no-OE parts enabled the shops to reduce the overall impact to vehicle delivery mes. However, while the GM strike had a more immediate impact on the collision industry given the delay in replacement parts delivery, the coronavirus seems to be impac ng the auto industry further upstream where parts are being interrupted for new vehicle manufacture. Addi onally, while there were some short– term delays, overall industry-wide data reveals there was limited impact, in part due to the strike dura on.” Source: www.RepairerDrivenNews.com

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

March - April 2020

Mopar Masters Guild Meets at NADA 2020 in Las Vegas Top Dealer Service & Parts Managers Convene for 28th Annual Meeting The following is an ar cle with informa on from our annual mee ng in Las Vegas held in February of this year. Li le did any of us know the changes that were awai ng the world following in the weeks since. Lives have been lost, lives have changed, some businesses have been shu ered, and some will look completely diﬀerent as we con nue this path and exit this nightmare virus that has befallen us. We hope that you are reading this ar cle in good health and under the best condi ons possible. We also wish everyone the strength and wisdom to make good decisions as we all move forward. ---The Mopar Masters Guild

Day 1 – Wednesday February 12th Mopar Masters Guild President Susan McDaniel addressed parts and service managers from around the country at the opening of the 28th Annual Mee ng of the Mopar Masters Guild. “Good morning everyone and welcome to the 28th Annual mee ng of the Mopar Masters Guild,” said McDaniel to very enthusias c applause. She then con nued with a brief history of the MMG. “At that very first mee ng in 1993, there was an idea of sharing informa on, knowledge and Best Prac ces. That was the founda on of our Guild Mo o, ‘The Exchange of Informa on by Like-sized Dealers in a Non-Compe ve Environment.’ Our membership now consists of the top 150 dealers that have a ained FCA’s Mopar Master Club status. We originally recruited the top 100 dealers but over the past few years, we have added Service Managers to the Guild and decided to expand our recruitment base to 150. We are very happy to say that we have many service managers who a end our yearly mee ng which has certainly added to our dynamic of sharing informa on.” It was then suggested that we move our Elec on of Officers to the beginning of our mee ng, rather than the last day. Ballots had been sent to members who could not a end so that we could record their votes. Execuve Commi ee Member Rick Monteiro then offered the nomina ons of those running for office. The Mopar Masters Guild is proud to announce the Elected Officers of the MMG for the next 2 years: Continued on Page 9

Mopar Masters Guild Magazine

Leaders in the Sale of Quality Mopar Parts

Continued from Page 8  President – Susan McDaniel – Bill Luke DCJR – Phoenix, AZ  Vice President – Joe McBeth – Dallas DCJR – Dallas Texas  Secretary – Cody Eckhardt – Larry Miller DCJR – Sandy, UT  Treasurer – Don Cushing – Tasca Auto Group – Johnston, RI The Mopar Masters Guild certainly made history in a couple of areas at this mee ng: 1. This is our 9th mee ng, in a row, with at least 37 a endees or more. (38 this year!) 2. Susan McDaniel becomes the FIRST 3 Term President of the MMG 3. Cody Eckhardt has become the FIRST Service Manager to be elected as an Oﬃcer of the MMG

Moving on, we then began introduc ons around the room. We had 37 Service & Parts Managers in a endance including 6 new first- me a endees. In a endance were: ANDY MIKE MARVIN SHANE JOE ROCKY SUSAN JIM TONY DWAYNE TED HOWARD RICK CASEY DEREK JOE JOHN DEAN PHIL ARBI

REED OPPERMAN WINDHAM BIRDYSHAW HANDZIK LATORRE MCDANIEL JAEGER BAILEY GLENN HAWKINS KEARSCHNER STEWART BROWN JOHNSON MCBETH RUSSO TAYLOR KRUEGER BARTROSAUF

AUTONATION BAXTER AUTO BENCHMARK CDJR BENCHMARK CDJR BETTENHAUSEN AUTOMOTIVE BETTENHAUSEN AUTOMOTIVE BILL LUKE CJDR BOSAK MOTORS OF MERRILLVILLE BOSAK MOTORS OF MERRILLVILLE CENTRAL AVE CJ CERRITOS DODGE COMMONWEALTH DODGE COMMONWEALTH DODGE RAM COVERT CDJR DALLAS DODGE CJR DALLAS DODGE CJR DALLAS DODGE CJR DEPENDABLE DODGE DEPENDABLE DODGE DEPENDABLE DODGE

reeda2@autona on.com mopperman@baxterauto.com mwindham@withyoudowntheroad.com sbirdyshaw@withyoudowntheroad.com jhandzik@be enhausenauto.com rlatorre@be enhausenauto.com smcdaniel@billluke.com jjaeger@bosakmail.com tonyb@bosakmail.com dwaynecjeep@yahoo.com thawkins@browningautogroup.com rstewart@commonwealthdodge.com caseybrown@covertauto.com dejohnson@dallasdodge.net jmcbeth@group1auto.com jrusso@dallasdodge.net dtaylor@dependabledodge.com pk@dependabledodge.com arbi@depndabledodge.com Continued on Page 10

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

March - April 2020

Continued from Page 9 DENNY MICK BOB RANDY RICK CODY ROBERT CHRIS DONALD JOHN GLENN STEVE TOM PAUL DON DAN STEVE KEN

LOUX PADGEON WITTIG ROGERS MONTEIRO ECKHARDT CHATWIN HOJNACKI KINKLE WALTEREIT HOJNACKI HOFER WATSON ALLRED CUSHING HUTTON ANDERSON KREMER

FRED BEANS DCJR FRED BEANS DCJR GANLEY CDJR HUFFINES CJD PLANO JACK POWELL CJDR LARRY MILLER CJDR LARRY MILLER CJDR MILOSCH’S PALACE CDJR MILOSCH’S PALACE CDJR MILOSCH’S PALACE CDJR MILOSCH’S PALACE CDJR PARK CHRYSLER JEEP RETIRED STATELINE CJDR TASCA AUTOMOTIVE TOM OBRIEN CJDR TONKIN PARTS CENTER ZIMMER CHRYSLER JEEP

dloux@fredbeans.com MPADGEON@FREDBEANS.COM wi gbob@msn.com randy@huﬃnes.net rmonteiro@jackpowell.com ceckhardt@lhmauto.com rjchatwin@lhmauto.com chrishojnacki@palacecj.com donkinkle@palacecj.com palaceparts@gmail.com glennhoj22@gmail.com shofer@parkchryslerjeep.com tomwatson_1@msn.com pallred@millsautogroup.com dcpubnews@gmail.com dhu on@obrienauto.com sanderson@tonkin.com kkremer@zimmermotors.com

We then had a brief discussion about our upcoming FCA Service & Parts Managers 20 Group that was being held in Tampa, FL in April. (This event has now been cancelled) We then moved into the presenta ons from the Secretary and the Treasurer. Before we began, Susan shared, “The Mopar Masters Guild is listed as a Non-profit organiza on that was incorporated in Texas in 1995. Our organiza on specializes in educa on and communica on. We file taxes, we are insured, we are governed by our own by-laws, we have our own Oﬃcers who are elected every two years by the membership. We are supported financially by our membership dues, but the majority of our opera onal budget is a ained by the support of our Vendors.”

Continued on Page 11

Mopar Masters Guild Magazine

Leaders in the Sale of Quality Mopar Parts

Continued from Page 10 Secretary Mike Opperman then gave everyone a copy of the Minutes of last year’s Annual Mee ng. Treasurer Don Cushing then presented the Financial Report for the past year. These reports were mo oned to be accepted, seconded and the mo ons were carried. As we have talked about many, many mes during the existence of the Mopar Masters Guild, any informaon that is obtained via the newsle er will not oﬀer a complete and concise picture of what went on at our mee ngs. We stress the importance of a ending these mee ngs and invite everyone who meets the Mopar Masters Club criteria to join the Mopar Masters Guild, a end these mee ngs and enjoy the wealth of knowledge and informa on that is presented and shared. Our coverage of Vendor presenta ons, Mopar Execuves’ presenta ons and dialogue will only lightly touch upon what was presented. Back in January, in an cipa on of our yearly discussion at our mee ng, Susan sent out an email to everyone. It was our homework assignment preparing us for our Las Vegas mee ng. 1. What is a challenge or issue that you are looking for a solu on to overcome the challenge or issue? submit more than just one if you wish! 2. What is something that you do, and you think is a really good idea that helps you increase customer sa sfac on, grow sales, increase gross or decrease expense. Just list the idea for the survey. Then bring the suppor ng documents for discussion with enough copies for everyone. Use the same criteria as the best idea at the 20 group. What were you trying to accomplish? What did it cost to implement? When did you start? What have been the results? This assignment would be the founda on of most of our conversa ons over the next three days. Execu ve Commi ee Member Paul Allred stated, “I’m looking for that pair of Aces. I’m looking for something that someone here is doing. Some mes, I may hear what another manager is doing for their opera on that may not work in my dealership but it sparks that thought and gets me thinking that maybe I can take that general idea, take it back to my dealership, massage it, and figure out how it can be er my opera on.” It’s comments like Paul’s that have been the founda on of the Mopar Masters Guild’s mo o. When you assemble some of the best minds in the Service & Parts industry, together with the freedom and confidence to share this informa on, the results are almost always posi ve for financial success. We would begin, one by one, with each a endee oﬀering their views, successes and concerns. We depended on each individual a endee to share real situa ons and not “what if” scenarios. The following is a compila on of the many of the subjects discussed during our 3-day mee ng:  Back Orders

Restric ons

 CCC

Collision Rewards/Growth

 MRA’s

CDK – Credit Return Scan

 Packaging

Warranty Approvals

 FFV

MSER Awareness/Mo va on

Continued on Page 12

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

March - April 2020

Continued from Page 11  Employee Referrals

In-House Bonuses

 Hireology.com

Indeed.com

 Using a Recruiter

Shi Diﬀeren al $$$

 Key wording in Ads

Text Messaging

 Manual D2D

RSL Orders

 Tires

TireWorks Loyalty

 CCC-Tracking

Pending MRA’s Deferred on Statement

 UPS Quantum View

Mechanical Parts Sales

 Dispatching

Need to penetrate the A ermarket business

 Core Return Process

Supply Chain

 Recall Alloca on

Glossary of Terminology

 Poten al Pay Plans

E-commerce

 Accessories

Communica on

 Internal Sales

Special MSO Programs

 Facility

Customer pay

 OPS Trax

U lizing space you’re being charged for

 Parts Trader

Ba eries

 Express Lane Processes Kiosk U liza on for Lane check-in  Mopar One Funds

Wholesale Distribu on

Truckload Program No Room Inventory $$$ Obsolescence Conquest Program Enforcement Audit Continued on Page 13

Mopar Masters Guild Magazine

Leaders in the Sale of Quality Mopar Parts

Continued from Page 12

UPS A er a short break Paul Allred introduced Tier 1 Vendor UPS represented by Tim Quinne e, Director Business Development. Tim was joined by David Resseguie, Managing Director – Global Logis cs. Tim gave us updates on the changes and transforma on of UPS and how it aﬀects the industry. New U.S. Super Hubs •

Atlanta, GA

•

DFW – Arlington, TX

•

Indianapolis/Plainfield, IN

•

Phoenix, AZ

•

Salt Lake City, UT

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Harrisburg – Construc on underway

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Tacoma, WA

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Ontario, Canada

These facili es will improve me in transit, reliability and flexibility across the network with significantly higher package processing capacity. The new automated facili es will also drive 30-35% improved produc vity when compared to manual processing in older sites. UPS Extended Hours is expanding to provide late night pick-up and local next-day ground delivery within 150 miles of the integrated hub, covering the largest geographical area in the industry. A period of ques ons and answers followed the UPS presenta on. Tim & David asked that anyone who has any ques ons, issues, concerns, ideas or general inquiry to please contact them at Timothy.Quinne e@ups.com (Tim) and dresseguie@ups.com (David). Continued on Page 14

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Continued from Page 13 The rest of our a ernoon was spent discussing Guild business. We adjourned for the day and a endees spent their night out to see what Las Vegas had to oďŹ&#x20AC;er. Hereâ&#x20AC;&#x2122;s a few of those sights!

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Day 2 – Thursday February 13th We all gathered early this morning to enjoy a nice breakfast before star ng our day. Speaking of breakfast, the ladies all joined for what has become a yearly event, the Ladies Brunch. Our wives/ significant others all met at the hotel lobby for a limo ride to the brunch, which was held at Bouchon on the 10th floor of the Vene an. Even our President, Susan McDaniel a ended this event. (Another “first” in our Guild history!) Here are some photos from that event.

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Our Supporting Vendors: Support those who support you.

March - April 2020

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Our Supporting Vendors: The exchange of information by like sized dealers in a non-competitive environment.

Support those who support you.

Wholesale Parts Pro Powered by

March - April 2020

Continued from Page 15 Our first presenta on of this day would be another of our Tier 1 Vendors, AER Manufacturing represented by Dave Carroll, Na onal Program Manager. In his presenta on, Dave showed us his Mopar Powertrain Team from around the country: Bill Taylor – BC Lead – Northeast, Mid-Atlan c, Southeast, Southwest and Great Lakes Jason Evans – BC Lead – California, West, Denver, Mid-West There are also 28 AER District Representa ves throughout the country that are ready to help dealers expand their Powertrain business.  AER is commi ed to growing the Mopar brand in Powertrain  Availability - $36.2M of on-hand inventory – Up from $18M in January 2019  Improved distribu on with increased same day delivery  AEP Support for all Powertrain related programs  AER will be con nuing as a Suppor ng Vendor of the Mopar Masters Guild  Sales Promo ons  2020 Focus Dealer Program  New Product Launches Dave then spent the rest of the me taking ques ons and helping us brainstorm.

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Our next Tier 1 Vendor Presenta on was from OEConnec on represented by Gary Coveyou – Director of Na onal Accounts and Mike Weston – Senior Product Specialist. We got to see OEC’s 2020 Collision Product Roadway: Priori es  Mitchell Integra on  CES Parts Ordering in Mitchell’s Cloud Es ma ng Solu on Collision Shop  Simplify  Advise  Modernize  Leap Frog  Grow and Retain Collision Dealer  Simplify  Grow and Retain Collision Shop Release 1 Func onality  Auto Quo ng - Simplify shop ordering process by automa ng dealer’s PMA quote to shop  Quote to Order - Allow dealers and shops to intuively complete ordering process without leaving CL  OEM Recall No fica on - Advise shop and dealer of open recalls on vehicle to remind them to have customer schedule me to get recall fixed  Patented Parts - No fy shop if they are planning to purchase a non-OE part that may violate an OEM patent Continued on Page 20

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Continued from Page 19 Delivery by Ly  Pilo ng in several U.S. Markets Improvements to EPC 5  HTML5 Upgrade and removal of dependency on java for integra on Credit Card Processing – Buyer  Dealer op on to oﬀer: o PayPal Only o COD/On Account (Today) o Both Checkout Op ons  Use PayPal Account  Pay as guest Ques ons from guild members took up the rest of the me from OEConnec on.

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Continued from Page 20 Con nuing with our Tier 1 Vendor presenta ons, we then welcomed CDK Global represented by Kim Saylor - Product Marke ng Manager for CDK Global’s Fixed Opera ons Solu ons and Angela Butler - Director, Manufacturer Solu ons. What’s new with CDK? Here’s some of the subjects that Kim and Angela shared with the group:  Parts Delivery Management  Document Storage Fee  Parts Rounding  Scanner Moderniza on  The PartScan Scanner Applica ons for Inventory and Inventory Control are being re-wri en for Android (Windows Mobile EOL in 2020)  New Hardware Op ons  The Scanner Applica ons that run with Terminal Emulator will con nue to run via SSH o PartScan Receiving o PartScan Credit Memo o PartScan Tracking o PartScan Delivery Management  Target date - late summer 2020 Kim and Angela then opened the floor for ques ons from members.

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March - April 2020

Continued from Page 21 A er lunch, the remaining por on of our day was dedicated to our assignments. Our mee ng was adjourned as we prepared to get ready for our evening event.

Mopar Masters Guild Annual Cocktail Recep on Our Annual Mopar Masters Guild Cocktail Recep on has always been the one night during our mee ngs that everyone looks forward to. Each year the guild tries to secure a venue that everyone will not only talk about, but will provide the comfort and excitement of being away from daily business. Together with our peers, industry execu ves and suppor ng vendors in a relaxed atmosphere, this year’s event was held at The Observa on Deck at the Stratosphere. The Stratosphere Tower is the tallest freestanding observa on tower in the United States and aﬀords spectacular panoramic views over Las Vegas. MMG Members, Supporting Vendors and our guests enjoyed access to both the indoor and open-air observa on decks, where you can look out over the city from a height of 1,149 feet. Also included in our evening were unlimited access to 3 of their major thrill rides, X-SCREAM, INSANITY and BIG SHOT. As they say, “a picture is worth a thousand words” so, we’ll let the pictures do the talking!

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Barbara Davies - Autobody News Taking her chances!

Thrill Seekers Susan McDaniel & Anna Allred

Whaddya mean Iâ&#x20AC;&#x2122;m too short?

Mopar Masters Guild Magazine

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Day 3 – Friday February 14th As we moved into our last day of our mee ng, we all enjoyed sharing stories from the previous night’s event during breakfast.

Our first presenta on of this day would be another of our Tier 1 Vendors, Snap-On Business Solu ons represented by Keith Pople, Global Accounts Director and Ken Satz, Product Manager. Snap-On Updates  Tool & Equipment Program o Facility Planning & Blueprint Review – No cost o Uniform Program o Storage Cabinet Update o New Equipment 0% financing op on We then moved into discussions on  DealerTrack Integra on  DealerFX/wiAdvisor Integra on  PDC Integra on  Torque Solu on on Express Lane  CCCOne Order Quality  Parts Marketplace Demo

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Continued from Page 31 Parts Solu ons  EPC  DCS Integra on Service Write-Up Solu ons  Wi-Advisor  Warranty Process/Pain Points  Express Lane Reports  Upselling on the Drive  Plate Recogni on  EPC Quality Data  Warrant Part # Iden fica on  Mopar Essen al Tools & Service

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Our next Tier 1 Vendor to present to the Guild was Reynolds & Reynolds. R&R was represented by Jason Sideris - Vice President, Product Planning Fixed Opera ons, Cory Coler – Product Planning Manager, and Jeﬀ Adams – Product Planning Manager for Service Applica ons. We were led into the presenta on by Jeﬀ Adams, who is a very dynamic speaker. He certainly kept our interest while giving us all of the updated informa on regarding Reynolds’ vast services. From the dealership  Explain the Services  Advisor Comments  Technician Comments  Images/Videos From Reynolds  Sales drivers Service Snap  Pictures  Videos  Gallery  A ach to RO  Service Reten on o FCA vs. Industry  Technician Opportuni es

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Continued from Page 33 Jason then opened it up for input from the guild and he and Jeﬀ con nued with:  eApproval  Payment Processing (ReyPAY) o Secure o No fica on o Right person o No transposi on errors o Instant reconcilia on  Dashboard Tips  Retail Markup op on

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Tier II Suppor ng Vendor Fair

Wholesale Parts Pro Powered by

A er a short break we then welcomed our Tier 2 Suppor ng Vendors to our yearly Tier 2 Vendor Fair. Each vendor was given a few minutes to introduce themselves in front of our group and give us a brief update on their product. We then moved into a separate room where the Tier 2 Vendors were set-up to interact with every member, oﬀering their products for us to see. Par cipa ng in this year’s Vendor Fair was:

• Wholesale Parts Pro Powered by NiTS Solu ons David Zitz - MMG Liaison We’d like to introduce our newest Tier 2 Vendor product, Wholesale Parts Pro powered by NITS Solu ons. The Wholesale Parts Pro is a turnkey pla orm for mul -branded dealerships, specializing in Wholesale Parts Data, Analy cs and Customer Marke ng Solu ons. They provide best-in-class support through successful, turnkey launch experiences and on-going user engagement, delivering solid return on your investment. (See their ad on Page 69 of this newsle er) Due to a scheduling conflict, our liaison David Zitz was unable to join us at NADA but their informa on was at hand for everyone to see. To set up a demo or to learn more about this new product, you can contact David at DZitz@wholesalepartscrm.com.

PLATFORM OVERVIEW WHY WHOLESALE PARTS PRO? •

Analyze individual brand wholesale parts sales performance

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Manage wholesale customer rela onships and marke ng campaigns

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Define targets and forecast parts sales by various a ributes including customer, salesperson, route, and market division

RELATIONSHIP MANAGEMENT •

Maintain and track contacts through en re sales cycle

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Execute and monitor conversion metrics through targeted marke ng campaigns

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Organize contacts and follow up ac vity all in one screen Continued on Page 36

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Ac vity Calendar: Monitor salesperson performance and shop engagement

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SMART MAPS – VISUAL MAPPING TOOL

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Locate all customers and compe tors on a map

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Filter customers by distance from dealer, sales ac vity, and market segments

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Create personalized SMART Lists with route direc ons

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Upload and export customer files and view customer profiles at the click of a bu on

CUSTOMER CLASSIFICATIONS •

Tailored pla orm to include all your customer purchase ac vity ranging from ac ve, inac ve, to prospect

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Create customized marke ng campaigns, including direct mail, eBlasts, and flyers

MARKETING COMMUNICATION •

Opportunity to execute marke ng through direct mail, eBlasts, and printable flyers to selected customers

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Target your marke ng reach by uploading customized customer lists for the most eﬀec ve marke ng communica on

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Personalize marke ng oﬀers and messaging to target loyal customers, re-engage with previous customers, and secure new customers

THE POWER OF ANALYTICS & REPORTING •

Sales Management: View sales informa on at brand level all the way to a transac onal detail

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Compara ve Analy cs: Ability to compare sales from selected me periods at a customer level

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Loyalty Segmenta on: Capability to segment customers by purchase behavior at brand level

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Forecas ng: Ability to create and track sales targets

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Full Repor ng & Analy cs: Unified mul -brand/roo op view

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Alerts: Predic ve no fica ons to proac vely manage sales and customer trends

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TRAINING & SUPPORT – WE’RE HERE FOR YOU!

We provide an in-depth onboard session, new feature release walkthroughs, and refresher webinars. Our dedicated team provides guidance to help grow your wholesale parts business por olio. Email the team today to schedule a demo: h p://WPP@wholesalepartsCRM.com Continued on Page 37

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 10 Missions Media – FenderBender – Ratchet+Wrench Chris Messer – Vice President & Publisher

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 PSX/Summit Consul ng Bill Shank - V.P. - Owner at Summit Consul ng Int’l Inc Sco Craig - Director of Sales - Summit Consul ng Int’l Inc

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â&#x20AC;˘ Autobody News Barbara Davies - Co-Owner & General Manager

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â&#x20AC;˘ Elite Extra Ross Kleiner - V.P. Strategic Accounts Mark Peterson - Senior Sales Execu ve

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• Katzkin Leather Doug Johnson - Director - OEM Development Doug Johnson, another one of the MMG’s Tier 2 Vendors who, due to a scheduling conflict, was not able to be there. Doug is a great supporter and friend of the Mopar Masters Guild and we all want him to know that he was missed. Katzin’s products are second to none and are a tremensous upgrade to new vehicles. We’ve included one of Katzkin’s ads from this issue of the Mopar Masters Guild Magazine!

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March - April 2020

Continued from Page 41 A er our break for lunch, re ring MMG Execu ve Member and Past MMG President Marvin Windham was presented with a personalized pu er, of course it was Mopar blue! Marvin has been a â&#x20AC;&#x153;partâ&#x20AC;? of the Mopar Masters Guild for over 23 years and has been an integral piece in the development of many programs that we all enjoy. The MMG would like to wish Marvin con nued health and happiness as he moves into this part of his life, enjoying re rement with his wonderful wife Laura. You will be missed Mr. Windham!

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Mopar Execu ves Meet with Masters Guild The interac on with Execu ves from Mopar is one of the reasons that Mopar Masters Guild members a end this mee ng. Our coverage with Mopar here is just highlights of our interac on since we feel that par cipa on is needed at this mee ng to enjoy the full benefit of what is oﬀered. Represen ng Mopar were:  Ryan Maguire -Director - Mopar Sales & Field Opera ons at FCA Fiat Chrysler  John Tonial - Senior Manager, Mopar, Materials Planning at FCA Fiat Chrysler  Shannon Chaﬃn – West Business Center – Service & Parts Manager FCA Fiat Chrysler

Ryan had sent out an email to everyone ahead of our mee ng asking for the following input: The topic is Dealer Rewards and overall Mopar Incen ves. As we look to conquest business and gain market share in 2020, we must become a li le “smarter” with our incen ve dollars. We have a number of ideas that we would like to throw on the table for open discussion. In the mean me, I would ask you to think about a couple of things... #1 - What areas could we be more impac ul and eﬃcient with our spend? #2 - What areas our we overspending? (be honest... or try) #3 - What areas are we underspending? #4 - Any thoughts or sugges ons on how we could be more targeted with our spend?

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Continued from Page 43 We had discussions on the above ques ons. There was some great input back and forth. We also discussed: Mopar Parts  Dealer Sales Growth o 57% up since 2014 o Strong and stable margin o Fixed ops net profit growth 2020 Market Opportunity Service reten on vs. Industry  Service Capacity  Technician opportuni es o 100 schools o 65% of dealers within 1 hour of a school o Over 9,000 students available o Level 0 Level 1 Trained Accessories & Opportuni es  Mopar Customer Shop Opera on o 500K VINs Customized in 2019  Connected customers o 5th most Important Purchase Considera on (up from 15th in 2015) Working on:  Supplier improvements  Parts availability  Customer Compliant Stra fica on  Dealer Capacity consul ng

Mopar Masters Guild Magazine

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Continued from Page 44 John Tonial discussed: 2020 Mopar Business Planning  Industry trends  Vehicle forecasts  Incen ve/pricing spend YOY day growth rates  FCA Vehicles in opera on (VIO)  U.S. Light Vehicle Sales  FCA Vehicle Sales  Sales growth vs. Spend growth Dealer Rewards Changes for 2020 This was the end of FCA/Mopar’s presenta ons, and we then engaged in more discussions on the subjects covered. The Mopar Masters Guild would like to thank Ryan, John and Shannon for taking valuable me from their day to present and discuss business with our group. We look forward to our con nued mee ngs with FCA/ Mopar in 2020 and beyond. A er our interac ons with FCA/Mopar, MMG President Susan McDaniel made a mo on to adjourn and this concluded the 28th Annual Mee ng of the Mopar Masters Guild. NADA 2020 was in the books!

Thank you all for your a endance and we look forward to seeing more of you in New Orleans in 2021 Submi ed by Don Cushing

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March - April 2020

How Detroit automakers are creating a new ‘arsenal of health’ to cope with growing coronavirus pandemic

Ford Motor employee Pat Tucker, 55, assembles face shields for healthcare workers on April 2, 2020 at a subsidiary facility of the automaker in Plymouth, Michigan. Within days, Pat Tucker went from producing car parts for Ford Motor to assembling transparent face shields to assist health-care workers during the coronavirus pandemic. The 55-year-old grandmother has been working 12-hour shi s every day for nearly two weeks to build the much-needed medical supplies at a Ford subsidiary facility in Plymouth, Michigan. “I want to help end this. I want to be here to watch my grandchildren grow up and graduate and get married, and I want them to be able to grow up,” she told CNBC Thursday night. “I enjoy helping people.” Tucker, a member of United Auto Workers union, leaves her home at about 4:30 a.m. to get to the facility by 5:30 a.m. to begin producing the shields. She typically works un l 6:30 p.m. and then takes special precau ons of washing herself and her clothing before interac ng with her family, including one of her six grandchildren who lives with her, in suburban Detroit. “I think it’s making a diﬀerence,” she said. “I think it’s really been going great. We’re ge ng be er and be er at it.” Continued on Page 47

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Continued from Page 46 Ford’s expecta ons were ini ally to produce 100,000 face shields a week. That has since grown to 750,000 a week. The work is being done by about 260 paid volunteer Ford workers on two shi s.

Workers produce transparent full-face shields for medical workers and first responders at a Ford Motor’s Troy Design and Manufacturing subsidiary in Plymouth, Mich. ‘Arsenal of health’ Tucker is one of hundreds, poten ally growing to thousands, of auto workers assis ng the Detroit automakers in crea ng a new “arsenal of health” amid the COVID-19 pandemic. The efforts come nearly 80 years a er the companies responded to President Franklin Roosevelt’s call to arms in December 1940 to create an “Arsenal of Democracy” during World War II. Ford’s COVID-19 efforts are codenamed “Project Apollo.” General Motors is executing “Project V” and “Project M.” Fiat Chrysler didn’t codename its efforts but is assisting in feeding American children and making supplies during the outbreak. While the efforts differ from building tanks, planes and other war me ar llery, the automakers and employees such as Tucker are assis ng where they can to produce life-saving respirators, ven lators and masks to assist those infected by the disease as well as health-care workers on the frontlines. “That’s why the auto industry is kind of unique with its ability to rapidly respond to these kinds of things,” said Fred Hubacker, a managing partner of Conway MacKenzie. “They have the technical exper se and the ability to mobilize component produc on facili es very, very quickly.” Continued on Page 48

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Continued from Page 47 The consul ng firm last month called on automakers and parts suppliers to assist in crea ng an “arsenal of health” to defend against the coronavirus. For the “Arsenal of Democracy” during World War II, the U.S. auto industry didn’t produce a single civilian passenger car from Feb. 10, 1942 to Sept. 9, 1945. Instead, according to GM’s historical unit, produc on included: 119 million ar llery shells; 206,000 aircra engines; 13,000 Navy fighter planes and torpedo bombers; and 38,000 tanks and tank destroyers, among other things. ‘Project Apollo’ Ford announced plans with GE Healthcare this week to produce 50,000 ventilators by early July at a facility in Michigan. That’s in addition to a previous pledge to assist GE in expanding production of a different ventilator by 40% and partnering with 3M to manufacture air-purifying respirators. The automaker is even a emp ng to use oﬀ-the-shelf parts like fans from the Ford F-150ʹs cooled seats for airflow, 3M HEPA air filters to filter airborne contaminants and portable tool ba ery packs to power respirators for up to eight hours. Ford says it has already shipped hundreds of thousands of protec ve face shields to hospitals across the country. “Thank you, Ford,” reads a whiteboard sign of employees at a hospital in Michigan wearing the face shields in a photo that was posted on social media by a Ford employee. Ford’s COVID-19 eﬀorts are internally being called “Project Apollo,” a reference to the Apollo 13 launch in 1970 when astronauts on the fly had to improvise a fix a er an oxygen tank failed during the mission. GM mobilizes GM this week started prototyping its produc on process of face masks at a facility in suburban Detroit. About two dozen paid, volunteer hourly union workers are expected to begin producing masks for distribu on next week. The automaker expects to deliver the first 20,000 masks to frontline workers by the end of next week. It eventually expects to build up to 50,000 masks every day – or up to 1.5 million masks a month. The face masks, codenamed “Project M,” are in addi on to the Detroit automaker partnering with Ventec Life Systems to build cri cal-care ven lators at one of its components plants in Indiana.

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Continued from Page 48 Produc on of the ven lators, known as “Project V,” is expected to begin as soon as possible, with shipments star ng as soon as next month, according to GM. The Ventec and GM global supply base developed sourcing plans for the more than 700 individual parts that are needed to build up to 200,000 of the ven lators, known as VOCSN, according to GM. “We are proud to stand with other American companies and our skilled employees to meet the needs of this global pandemic,” GM CEO and Chairman Mary Barra said in a statement. Feeding kids in need In addi on to announced plans to make face masks, Fiat Chrysler is assis ng nonprofit organiza ons and founda ons with providing food to children un l schools return to session. Last week, it said it would help provide more than 1 million meals to school-age children in the communi es around its principal manufacturing plants in Illinois, Indiana, Michigan and Ohio. “There has never been a more important moment to help children and their families with vital needs in our communi es than during this me of great uncertainty,” Fiat Chrysler CEO Mike Manley said in a statement. The program will then be extended na onwide in the U.S. and to Canada and Mexico, suppor ng similar relief efforts for kids who would normally access school meal services, according to the company. Others assist It’s not just the American-based automakers that are contribu ng to America’s COVID-19 efforts. For example, Toyota Motor is providing support to many local organizations and nonprofits in Texas, home of its North American operations, and elsewhere. The efforts include monetary, “in-kind” donations, plus utilizing facilities to fabricate face shields using 3-D printers and seeking partnerships to build ventilators and respirators. In Michigan and Tennessee, Nissan Motor also is producing 3-D printed headbands for protective face shields to donate to health-care workers. Volkswagen, in partnership with auto supplier Faurecia, announced Friday an effort to manufacture personal protec ve equipment such as medical grade face masks and gowns. The first shipment of 70,000 masks and 5,000 gowns are expected to be distributed to New York area hospitals this week, the automaker said. Source: www.cnbc.com

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March - April 2020

Resolve—We’re All In This Together Our world continues the battle to contain the COVID-19 pandemic, which now has likely impacted, either directly or indirectly, nearly every person on Earth. This is far more than just a health crisis—this is a human crisis. First and foremost, I hope that you, your families (both personal and professional), as well as your neighbors and communities find each other healthy and full of resolve. The indomitable spirit of our people is what keeps us strong, although the hardest part may be the unknown and uncertainty without a clear modus operandi. Resolve requires more than deciding on a firm course of action, but the commitment to overcome, find a solution, and heal. Our bravery, perseverance, and resolve is being tested but together we will overcome. Together we will heal. The FenderBender and Ratchet+Wrench teams have been working tirelessly to keep the industries we serve apprised of current events that are applicable to their businesses, just as your teams have been steadfast in their pursuit to deliver your customers the parts they need to fix the vehicles of doctors, nurses, first responders, and other key stakeholders that are working to find a cure and tend to our fellow human beings. We’re working outside the confines of our normal, in a different ethos, but together we will rise to the challenge and best this. Resolve—We’re all in this together. This unified resolve will be the ultimate panacea for COVID-19. The concrete life of humanity will not allow this volatility to destroy us, our families, or our communities. No one knows when and where this will end, but we have confidence in the quick recovery, for our nation and for each other. Every day, we are inundated with more challenges—everything from shuttered workplaces to closed schools, cancelled graduations, and restricted public gatherings. But, our optimism for the near-term future will not be challenged. Neither will our hope. Our futures are bright and continue to be fueled with our resolve. Do not let things that are outside of your control, control you. Instead take solace in what you can regulate— your attitude, your hope, and the strength of your resolve. Please stay healthy and contact me at any time that I can be of service. Sincerely,

Chris Messer, Publisher 10 Missions Media cmesser@10missions.com 651.206.3168

Mopar Masters Guild Magazine

Leaders in the Sale of Quality Mopar Parts

A C

P A I E

N G

R E R S M

04.20

FENDERBENDER.COM / APRIL 2020

STRATEGIES & INSPIRATION FOR AUTO CARE SUCCESS

STANDARDIZE YOUR PRICING

BOGGS:

DOUBLE YOUR GOAL SETTING SUCCESS RATE

PAGE 75

7 MARKETING MISTAKES

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MARCONI:

Strategies & Inspiratio Inspiration on on Succes cess ces ce ess for Collision Repair Success

ELIMINATE FEAR

RO AUDITS: A SECRET MONEYMAKER?

PAGE 41

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Talk alk it O Out At Glaser’s Collision Center, owner Aaron Glaser has learned to run his shops through nverbal communication communication. nonverbal

THRIVE IN BUSINESS AND AT HOME

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Listen

SELL

PARTS

WITH

FENDERBENDER & RATCHET+WRENCH

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FUELING EFFECTIVE SHOP FLOOR COMMUNICATION PAGE 4 8

Invest in your community—and drive customers through the door PAGE 52

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F E N D E R B E N D E R . C O M / G R O W PA R T S

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R ATC H E T W R E N C H. C O M / G R O W PA R T S

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

March - April 2020

Mopar Masters Guild Magazine

Leaders in the Sale of Quality Mopar Parts

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Mopar Masters Guild Magazine

Leaders in the Sale of Quality Mopar Parts

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It’s no secret: Service customers don’t want to spend any more time than they have to in your waiting area. Which is why CDK Global offers tools to help you get them in and out as quickly as possible, from CDK Service — which helps ]SYV XIGLW [SVO QSVI IƾGMIRXP] Ƃ XS ,EMPIV E VMHI LEMPMRK XSSP XLEX EPPS[W ]SYV GYWXSQIVW XS KIX SR [MXL XLIMV HE]W IZIR [LMPI XLIMV GEVW EVI SR XLI PMJX -X XVERWPEXIW XS E FIXXIV I\TIVMIRGI JSV ]SYV 7IVZMGI GYWXSQIVW ERH QSVI TVSƼXW JSV your Service department. So everyone’s a happy camper.

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March - April 2020

FCA Urges Drivers To Stay Home Fiat Chrysler Automobiles is rolling out brand-specific crea ve centered on the COVID-19 pandemic. Alfa Romeo, Chrysler, Dodge, Fiat, Jeep and Ram Truck are launching individual branded hashtags encouraging people to stay home. The brands will launch both video and sta c posts over the coming weeks. “Our goal as an automo ve company is to encourage all Americans whose current condi ons allow them to stay off the road to now do so, so that we can get back on it that much sooner,” says Olivier Francois, chief marke ng officer, FCA, in a release. Unlike other automakers whose pandemic-related campaigns have focused more on no-interest financing or payment relief, the crea ve from FCA is taking a different tack. Alfa Romeo, the Italian performance and racing brand, says we are #MorePowerfulInPark. An Instagram post features “Human Race” created by Publicis Collec ve. Chrysler brand’s #PacificaCampOut, with videos featuring actress Kathryn Hahn, gives families ideas on how to use their Chrysler Pacifica to keep both parents and kids entertained without leaving the confines of their driveway. The first video, “Fresh Air,” created by Doner, launched on Instagram, notes “We could all use some fresh air. Even if it’s in your driveway.” It ends with the hashtag #StayAtHome. The brand also will post “Chrysler Cares” content suppor ng those in need now, including its partnership with No Kid Hungry to help end childhood hunger. Dodge brand’s social media campaign #TheMuscleBehindUs honors those in the Brotherhood of Muscle who serve as first responders and others on the front lines of the pandemic, sharing their stories across social media channels and through longer-form content on DodgeGarage.com. Fiat shows solidarity both at home and abroad with its global community with its #WeAreItaly social media campaign, including a poignant video from Migrante,“Le er of Hope,” which includes a voiceover donated by Francis Ford Coppola. The campaign aims to support drivers through this shared global experience, impac ng everyone whether they’re from “big” Italy or Li le Italy. Fiat also is pos ng social content under the #StayAtHome hashtag, including “We’ve been down many roads together and we’ll get through this too” and “We’re in this together, even when we’re apart,” with more to follow throughout April. Jeep’s spot, “Same Day,” created by High Dive, uses footage from the “Groundhog Day” Super Bowl spot featuring Bill Murray. It uses the hashtag #StayOffTheRoad. The spot begins with two screens of copy: “We understand that every day is star ng to seem the same.” It ends with images of a Jeep off-roading and more superimposed copy: “Stay home. Stay healthy. When this is all over, the trails will be wai ng.” A somber spot for Ram Truck, “WorkForHome,” created by The Richards Group, honors workers aiming to keep everybody safe and healthy, including first responders, health care workers, and u lity and delivery workers. The campaign includes Twi er posts urging consumers to #WorkFORHome.

Mopar Masters Guild Magazine

Leaders in the Sale of Quality Mopar Parts

In a social media campaign, the “A” in the Ram logo becomes a symbol of a house as part of the month-long campaign. The social content includes “Pick Me Ups” where followers can nominate their friends and families as unsung heroes. “Most of the work you’ll see in the coming days and weeks is rich with emo on, comfort and resilience,” FCA’s Francois says. “I do think, however, that we should not forget about the importance of a good smile or a good laugh, too, as it joins people together and oﬀers a feeling of normalcy or relief in such unprecedented mes. So you are going to see some addi onal content coming from us that reflects that spirit, as well.” Source: www.mediapost.com

Fiat Chrysler and Honda Aim to Restart North American Production in May

North American auto produc on is largely on hold as a result of the coronavirus crisis, but some automakers are already planning on ge ng their plants churning again. Automo ve News reports that both Fiat Chrysler Automobiles and Honda are targe ng early May to restart produc on at their American plants. Meanwhile, Ford, General Motors, and BMW have not announced target dates to reopen. “During this current produc on pause, we are working with government oﬃcials and our unions to implement new procedures to cer fy the daily wellness of our work force while also redesigning work sta ons to maintain proper social distancing and expanding the already extensive cleaning protocols at all loca ons,” FCA said in a statement. “As a result of these ac ons, we will only restart opera ons with safe, secure and sani zed workplaces to protect all of our employees.” Of course, as the crisis evolves, these dates may change. The precipitous drop in auto sales as a result of COVID-19’s spread may also play a factor in when plants reopen. Source: www.roadandtrack.com

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March - April 2020

HOW CAN YOU BE IN TWO PLACES AT ONCE? It’s easy — Use RepairLink

Mopar Masters Guild Magazine

Leaders in the Sale of Quality Mopar Parts

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

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Mopar Masters Guild Magazine

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Leaders in the Sale of Quality Mopar Parts

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Mopar Masters Guild Magazine

Leaders in the Sale of Quality Mopar Parts

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The View From My Oﬃce

With Kat Monteiro

The view from my oﬃce today is much diﬀerent then it was a month ago. Today I sit here at my dining room table looking out at our backyard pool. I have a dog laying in a chair next to me and another one by my feet. It’s raining so it is a good day to be inside. I have been grounded for over 3 weeks now. Just 58 days ago we were all in Las Vegas - the lights, the shows, the gambling machines all lit up, hustle and bustle - now a complete ghost town - we were just star ng to worry about some virus that was going on over in China that was making its way over here. Today the country is in lock down, people are told to stay home to help stop the spread of this new deadly virus they call the Coronavirus or COVID - 19. Business and restaurants are closed, so many people are out of work and wondering how they are going to survive this and how the future will look. Here in California we are required to wear face masks when out, and you are only to go out if it is truly necessary or you are on your way to work, there are plexiglass walls between you and the cashiers at the stores, and taped x’s on the ground showing you where to stand so we are 6 feet away from the person in front of you, most stores only allow a certain amount of people in at a me so there are x marks for people to stand at all the way down the sidewalk where you wait in line to get in only to find out they don’t have any toilet paper in stock! Buy for 2 weeks they say, but the shelves are empty. It’s ge ng be er day by day, stores have limited items at 1 or 2 per person so the hoarding and over filling of the grocery carts has slowed down. I was actually at the store this morning and found most of what I wanted. There was a good variety of meat to be had, something that has actually been a shortage of, there was some bread, no pastas, rice, pasta sauce, and no toilet paper or paper towels! I got one of the last 2 bags of dry beans on the shelf so Rick can make soup with the le over ham bone we will cook on Easter Sunday. I tell you this story but I am sure it is nothing all of you don’t know already. We are all going through this together. The one good thing for us is the car business, even though it may be slowing down, it is s ll going! We are considered an essen al business to keep cars running and safe. Our IRFs s ll need parts and we will be here to supply them. This will soon be over and I will be out visi ng customers and hearing their stories on how they survived the pandemic. Who knows what it will be like when we finally get the word that we can go out into the world again, hopefully we have learned some good lessons to carry on. I’m sure it will be a slow start but America is strong and we will get through this and find a new normal. So please, take care, stay safe and healthy, and we will all see each other again and we will have some good stories to tell.

Mopar Masters Guild Magazine

Continued on Page 67

Leaders in the Sale of Quality Mopar Parts

Continued from Page 66 Like I men oned earlier just a short me ago many of us were in Las Vegas for the annual NADA conven on. It was so good to see everyone. I for one was very pleased when our hotel was at the Signature Towers. We really love this hotel. It is so nice and I like the quietness of it. One of the highlights was our ladies breakfast which was at the Vinian hotel at the Bouchon restaurant. Since it was Valen ne’s Day they went all out with red roses and chocolate teddy bears and we arrived in style in a fleet of Limousines! I want to personally thank the Guild for sponsoring these breakfasts. It is such a treat and really gives us ladies a chance to meet anyone new and to just catch up and enjoy each others company. This year was extra special when the President of the Mopar Masters Guild, Susan McDaniel joined us for the first me! It was really a treat having her there with us. It gave her an opportunity to hang out with us for a li le while, normally she is a ending the mee ngs, and to see how truly special this morning always is for us. She has told me that she plans on a ending all ladies breakfasts in the future. Susan - I am going to hold you to that! Our vendor party was at the top of the Stratosphere hotel. Wow! What a view! It was a fun night with so many people to visit and we had a chance to ride all the rides! Now that made the night real exci ng! It was so fun to see everyone’s faces a er ge ng oﬀ the rides! We did the one that spun you around oﬀ the side of the building! It sure was a long way down! But what a great view! And yes, a bit scary!

Continued on Page 68

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

March - April 2020

Continued from Page 67

We also a ended the Chrysler recep on where we had a chance to talk with some of the people from Mopar. It’s always good to get together in these se ngs and talk with people in the industry. What is good is that it isn’t all about business, we get a chance to see the human side of our industry leaders, we talk about families and hobbies, travel, it is a good rela onship building opportunity.

I have to say one of my highlights from our week in Las Vegas was going over and playing golf at Top Golf! That was so much more fun than I had expected, since I don’t even play golf. So thanks to MaryAnne and Tom Watson for joining us. I am going to end by saying that I wish everyone reading this and your families health and happiness. I pray that we all make it out of this so we can see eachother again in New Orleans next year. It will be interes ng (and a bit scary - no lie) to see what is in store for our industry in the near future - in the new normal, whatever that may be.

Kat Monteiro Mopar Masters Guild Magazine

Leaders in the Sale of Quality Mopar Parts

Platform Overview The Wholesale Parts Pro is a turnkey platform for multi-branded dealerships, specializing in Wholesale Parts Data Analytics and Customer Marketing Solutions. We provide best-in-class support through successful, turnkey launch experiences and on-going user engagement, delivering solid return on your investment.

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Relationship Management

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2. Manage wholesale customer relationships and marketing campaigns 3. (IƼRI XEVKIXW ERH JSVIGEWX TEVXW WEPIW F] ZEVMSYW attributes including customer, salesperson, route, and market division

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Tailored platform to include all your customer purchase activity ranging from active, inactive, to prospect

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Create customized marketing campaigns, including HMVIGX QEMP I&PEWXW ERH ƽ]IVW

The Power of Analytics & Reporting

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ARE YOUR PROCESSES CAUSING YOUR

TECHNICIANS TO

Technicians are leaving dealerships at staggering rates, but why? And what can you do about it?

he average technician is 40 years old, has 19 years of experience, and would not recommend their job to a friend.1 This could be for a multitude

of reasons including income, but no amount of money can convince someone to stay if there are deeper issues feeding discontentment. Look around your service drive. Do you have an efficient way of getting parts into technicians’ hands without wasting time walking and waiting in lines? Has your dealership digitized communications so techs can focus on their work and stay in their bays? Take a look at the advisor’s station. Are your advisors showing maintenance menus and every recommendation to each customer? If not, advisors may be prequalifying customers to the point of not presenting all the findings. This erases any incentive for the technician to perform the inspection in the first place, costing everyone potential revenue.

Read more about preventing turnover at reyrey.com/TechTurnover

Dealerships need to create an environment that empowers its employees to work efficiently and effectively. This allows for more money in technicians’ pockets and increased profits for the dealership.

Carlisle

Mopar Masters Guild Magazine

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Leaders in the Sale of Quality Mopar Parts

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March - April 2020

Elite EXTRA: Your Last Mile Delivery Dispatch Solution!

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Leaders in the Sale of Quality Mopar Parts

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

March - April 2020

THANK YOU For providing essential services. For keeping our industry moving. For your hard work and dedication.

If you need us, our Customer Success Reps are here to help. Contact us at 1-888-776-5792 x2.

pro

Mopar Masters Guild Magazine

Leaders in the Sale of Quality Mopar Parts

Fiat Chrysler Automobiles Making Face Masks, Providing Meals for Children As previously communicated to the company’s employees from Fiat Chrysler Automobiles (FCA) CEO Mike Manley, the company is in the process of conver ng its first plant to produce face masks for dona on to first responders and health care workers. The first machinery has been delivered and installed with supply and dona on coming on stream in the coming weeks. FCA is expanding its program of measures to support coronavirus relief eﬀorts, focused on two principal areas: chari es providing food services to children and support for a range of technical, logis cal and manufacturing programs, such as face mask produc on. “There has never been a more important moment to help children and their families with vital needs in our communi es than during this me of great uncertainty,” said Manley. Food programs for children in our communi es FCA will work in partnership with nonprofit organiza ons and founda ons providing food to children un l schools return to session. Star ng immediately, FCA will help provide more than 1 million meals to school-age children in the communies around our principal manufacturing plants in Illinois, Indiana, Michigan and Ohio. The program will then be extended na onwide in the U.S. and to Canada and Mexico, suppor ng similar relief eﬀorts for kids who would normally access school meal services. Mobilizing company resources Following the first ac ons taken to start face mask produc on, the company is now inves ng technical, logis cal and manufacturing resources at medical equipment and personal protec ve equipment (PPE.) With the dona on of face masks produced by the company star ng in the coming weeks, the company will invest to extend that produc on capacity to other plants and ul mately donate masks to first responders and health care workers across the world. Drawing on experience from the company’s engineering and logis cs team in Italy, who are assis ng a local ven lator manufacturer, FCA is engaged with other companies producing ven lators and other much needed medical equipment and PPE. “In this me of need, we’ve focused our resources on those ac ons we can implement quickly and that will have the greatest impact, as we did in Italy as soon as the emergency started,” added Manley. Source: www.autobodynews.com Ar cle by Ed A anasio

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Changing Times by Doug Johnson, Director OEM Development - Katzkin Leather Before I begin, I am sorry that I was not able to see many of you in Las Vegas at NADA earlier this year. The dates of NADA and schedules just did not align, so a er being at NADA for ten years consecu vely I could not a end. Who knew that when the MMG met in mid-February that the en re country would basically be “safer at home” within 30 days? WOW! Let’s turn back the clock eleven years to April 2009 for a few moments. I was si ng at my desk at the Mopar World Headquarters in Center Line, Michigan pondering what the car industry would look like in 5 or 10 years. I was also quietly panicking as my wife and I had our third child on the way (born May 2nd), we had just bought a new house (didn’t sell our previous home either), and the company that I worked for was days away from entering bankruptcy. Yep, in a 30-day period I bought a house, had a child, and the company I worked for went bankrupt. The signs of money woes at Chrysler had started long before April of 2009 though. In December of 2008, the Mopar accessory group went from a group of over 60 people to 9 people in one a ernoon. Shortly a er the beginning of the year, the Culligan water coolers disappeared one day as did the sign indica ng that the water in the building wasn’t safe to drink. Probably the biggest indicator was the day they took down all of the analog clocks because they said they didn’t have the money in the budget for new ba eries (for the record, they each took one AA ba ery). In the last eleven years the car industry and specifically FCA has come a long way. In the FCA showrooms we have vehicles that people want to buy and, in many cases, they are purchasing an aspira onal vehicle and not just transporta on. The new Ram truck is kicking tail with the compe on and it seems like the other manufacturers are scrambling to keep up. The Jeep lineup is more robust than ever with a commitment from Auburn Hills that it will get even be er in the next 24 months. I could go on and on about the great things going on in the car industry. However, today I find myself pondering the same thoughts as I did eleven years ago while si ng at my desk in Center Line. This me everything changed so quickly though, there were not any signs of rapid change. The water coolers did not disappear, the clocks were not removed from the walls, and car sales were good on Tuesday and dead by Thursday of the same week! We have to ask ourselves, has our industry once again changed forever? Can it go back to how it was last June or in January 2020? As a special gi from COVID- 19 (aka Coronavirus and a few other names) the showrooms of the United States have gone from welcoming places with the latest metal from the automakers to empty ghost towns. Will customers come back? Let’s face some reality here; we are living in an “Amazon World” and we have been for the past few years. For a large percentage of Americans, if we want something we hop on the internet, and buy what we want and it is delivered to our door, within a day or two. I am sure right now there are many of you thinking, this isn’t me, I buy local typically. Then you are evalua ng your recent purchases as a no fica on pops up on your phone about a package that was delivered to your home ten minutes ago. With the shi in car sales currently to online-focused and the “Amazon World”, how can we con nue to compete with Accessory Sales? First, a li le self-evalua on of how your dealership is handling online car sales is needed. Keep in mind, this process may have changed with the last few days with the evolving landscape. Continued on Page 77

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Leaders in the Sale of Quality Mopar Parts

Continued from Page 76 Does your dealership have a:  Robust and amazing program where you preload a number of vehicles with Mopar Accessories and your sales will con nue to be solid whether or not car sales are in person or online. You are able to crush your PNUR targets with li le effort.  Dedicated BDC (business development center) with dedicated internet sales staff. The BDC handles the transac on cradle to grave.  BDC that handles the lead management, but the salesforce works with the poten al buyers and reports back to the BDC.  Sales Manager to handle the lead management, hand off poten al buyers to the salesforce to engage the customer. Follow up on closure rate may be a li le “loose”.  We don’t have any of the above (let’s hope not!) If your dealership has a BDC, engage in them as soon as possible and come up with a work plan to present accessories to each customer. This plan will need to include ways to present accessories to customer who may never set foot in your dealership! Before you become skep cal whether this will ever work, there is a dealership selling FCA products in western Idaho that has been using this type of model successfully for years! (They sell a lot of Mopar leather too! – Thanks Dave Smith Motors) If your dealership does not have a BDC, and there is a manager(s) that oversees the internet sales leads for the dealership, engage that person about an accessory process. This may also require the engagement of an F&I manager also to see how they are communica ng with customers that are not visi ng the dealership or just coming into the dealership only at final delivery. I can almost guarantee if your accessory sales in the past relied on customers that physically came into the dealership you are poised to see a dip in your PNUR without a plan to somehow integrate accessories to online selling. I have been a bit long winded, stay with me here for just another few minutes. Katzkin is here to help; we have a number of tools that will help sell Mopar leather to your customers. We have pulled together a quick reference guide with a brief overview/tutorial and links to useful webtools. Please visit: h ps://conta.cc/2RlmI7b Take some me to review this portal, visit www.sellmoaprleather.com, and encourage your folks that are customer facing (in person or virtually) to download the Katzkin App on their phone. We would be happy to schedule an online training with you and the BDC/Lead Management folks at your dealership to go through the tools. If you are interested in scheduling an online training event, please email us at Mopar@katzkin.com. Times have changed whether temporary or permanently, and the car sales world is different than is was just 30 days ago. Accessory sales must go on and customers have op ons everywhere online, but as the selling dealer you almost always get the FIRST opportunity, capitalize on it! Design a plan that will work for your dealership and make sure the tools are in place for success. Happy Virtual Selling! Doug

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March - April 2020

ADVANCED DISPATCH TECHNOLOGY

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

March - April 2020

We are here for you. During these unprecedented and uncertain times, Snap-on Business Solutions would like to assure our customers that we are here for you. The COVID-19 pandemic has forced all of us to reexamine every aspect of our daily lives and prioritize the people and things most important to us. While there are so many things that are uncertain right now, one thing that you can depend upon is that Snap-on Business Solutions will be here to continue supporting you and your business. Stay safe, stay healthy and reach out to us with any ways that we can support you.

Weâ&#x20AC;&#x2122;re here to help.

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Leaders in the Sale of Quality Mopar Parts

SCRS website compiles COVID-19 resources for auto body shops; get links to it, RDN coverage here The Society of Collision Repair Specialists on Friday announced a new webpage providing auto body shops with links to safety and business management resources related to the COVID-19 coronavirus pandemic. Repairers might wish to bookmark www.scrs.com/covid19-resources. “We recognize that many of you are being inundated with informa on surrounding the current events that are unfolding, and many of our members are reaching out trying to understand what it means to your business, and where to start,” the new SCRS webpage states. “SCRS is working to con nue to compile relevant informaon that we believe provides you with access to tangible solu ons and easy-to-digest breakouts of what are very complicated measures being taken to help small businesses and ci zens across the U.S. The trade group also cau oned repairers to examine how they communicate vehicle sani za on to customers. “We’ve also seen examples of businesses promo ng services to ‘clean’, ‘sani ze’ or ‘disinfect’ customer vehicles,” SCRS wrote. “The Society of Collision Repair Specialists (SCRS) urges cau on with the language used in your promo on of services. For instance, your facility can assure that you ‘apply disinfectant’, but there is no tes ng protocol to ensure that you ‘disinfected’ the vehicle. In our interac on with other industries, this has been a repeated cau on; describe only what you performed, rather than a promise of what it accomplished.” FYI, the Centers for Disease Control recommends disinfec ng using chemicals on the Environmental Protec on Agency “List N.” The new SCRS site features links on topics like “essen al businesses,” cleaning and disinfec ng a vehicle and small business relief like the recent CARES Act. “This economic relief package should provide financial support to many of our member businesses facing hardship as a result of the very sudden change in the marketplace due to the Pandemic,” SCRS wrote of the CARES Act. “From what we are hearing, there is an overwhelming demand for support.” Visit the SCRS COVID-19 webpage here - h ps://scrs.com/covid19-resources Repairer Driven News has also been hustling to get COVID-19 coronavirus informa on out to readers. Below, find some recent highlights that might be helpful to a collision repair owner, manager or employee. Obviously, the situa on is fluid, and some of this content might have been accurate at the me but superseded by new informa on. But these ar cles might help you get your bearings on the topics before you research them with the federal, state and local oﬃcials (and your qualified legal and financial advisers) who will probably be your True North on topics like COVID-19 safety and business and employee aid. For example, we’ve been trea ng informa on from the U.S. Centers for Disease Control, the U.S. Department of Labor, U.S. Small Business Administra on, U.S. Equal Employment Opportunity Commission, state health departments and governor’s oﬃces as the “OEM procedures” during the pandemic. Source: www.RepairerDrivenNews.com

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

March - April 2020

Encouraging Students to Enter Collision Repair By 2028, Sta sta.com, a pla orm that consolidates various sta s cs, indicates that slightly more than 20 million students will be enrolled in either a public or private college program. And it’s no secret that, currently, collision repair shops are a emp ng to tap into that vast pool of students and educate them on the merits of a ending a trade school or entering a trade industry. A recent survey conducted by the Collision Industry Conference’s Talent Pool Commi ee found that the majority of students these days don’t plan to a end a 4-year college. The survey pooled 275 high school, college and technical school students between the ages of 15-45 who a ended a CREF career fair during the 2018–19 school year. High school students who responded to that survey largely illustrated a trend that goes against the belief that students are predominantly op ng for four-year colleges instead of technical or community colleges. The survey found that the top reason for choosing their current school program was a love of working on cars, followed by “opportuni es for career advancement a er employment.” However, “the number of job openings” and both entry-level and top technician pay were toward the bo om of the list. In light of the trend, FenderBender sought insight and suggestions from Dave Luehr, owner of Elite Body Shop Solu ons LLC and chair of the Talent Pool, Recruitment and Development Tool commi ee for the Collision Industry Conference (CIC). How can shop owners get in front of these students and bridge the informa on gap? This is really what we’re trying to do with the Talent Pool commi ee. We’re trying to create awareness in the industry and have shops take personal responsibility to realize we need to make some fundamental changes to build our repair businesses. Businesses need to a ract these people that are poten ally coming into our industry. The biggest reason people are a racted to the industry is because they like working on cars. My feeling is that people are going to want to work on cars but also make a decent living. Some items not reflected in the survey are why people are a racted to jobs. They want to make money, they want to work on cars, but they also want to go to work for some place that has a bit of a career path. One of the things that’s a li le surprising from the survey results is that people in the industry think these young adults expect to come out and make $100,000 right oﬀ the bat, but that’s just not the case. The majority are expec ng to make $50,000 or less, which is s ll a significant amount of money. Another thing that’s way up there is work-life balance. How can shop owners oﬀer a work-life balance for their employees? Money is not the key driver or mo vator for young people. Money is a mo vator to allow them to have a good work-life balance. Some young people are more mo vated by money than others, however, I believe that for most people money is a means to experiencing a more meaningful life o en outside of work. Continued on Page 79

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Continued from Page 78 One of the things the talent pool commi ee is working on right now is a research paper. It’s going to spell out exactly what shops need to do to take advantage of these programs. It’s going to talk about appren ceship programs, talk about the importance of se ng up a clear career path. When a young person comes into the industry, they may be okay not making $50,000 a year, but we as shop owners need to let them know the specific steps it will take to get them to $50,000 or higher. We’re crea ng a white paper as a commi ee to help shops create an appren ceship program in their shop and mentor young people. What are your thoughts on the amount of students interested in entering the industry, according to the survey? The millennial genera on has now eclipsed baby boomers as the largest genera on on the planet. It is me that we understand these young people are our only op on for an eﬀec ve workforce. Whether shops like it or not, we have massive amounts of young people coming into our business. What we’re discovering is that there’s not a talent shortage. That’s not the problem. The problem is having an a rac ve industry for these workers to come into. It’s up to us to make an a rac ve industry and make it available to these workers that do exist. We’re seeing there are people willing to work with their hands. Our industry is in compe on with other trades and we’re not prepared or organized as an industry to get our fair share of people willing to work with their hands. There are other industries like HVAC, plumbers, even diesel mechanics. Those industries are more prepared and willing to go to where the students are and talk to them and bring them into their industry. Independent collision repairers need to start choosing to show up for events like career fairs. They’re happening and they happen more than once a year. Source: www.fenderbender.com Ar cle by Melissa Steinken

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

March - April 2020

2020 2 02 0 M o opar p ar M ast aster er s G Gui ui ld O ffii cer s & Com Off Committee m i t t eess Officers: President Ͳ Susan McDaniel Ͳ Bill Luke CJD – Phoenix, AZ Vice President Ͳ Joe McBeth Ͳ Dallas DCJ – Dallas, TX Secretary Ͳ Cody Eckhardt Ͳ Larry Miller DCJR Ͳ Sandy, UT Treasurer Ͳ Don Cushing Ͳ Tasca Automotive Ͳ Johnston, RI Executive Committee Ͳ All Officers Including: Dan Hutton Ͳ Tom O’Brien DCJR Ͳ Greenwood, IN Mike Opperman Ͳ Baxter CDJR Ͳ Omaha, NE Alan Yancey Ͳ Hayes CDJ Ͳ Alto, GA Rick Monteiro Ͳ Jack Powell CJD – Escondido, CA Rick Cutaia Ͳ Rick Hendrick DCJR – Charleston, SC Paul Allred Ͳ Stateline CJD – Fort Mill, SC Steve Hofer – Park Chrysler Jeep – Burnsville, MN Guild Committees

Vendor Committees CDK Global Mick Padgeon Ͳ Fred Beans Auto Group Ͳ Doylestown, PA Dan Hutton Ͳ Tom O’Brien DCJR Ͳ Greenwood, IN (Chair) Paul Allred Ͳ Stateline CJD – Fort Mill, SC Joe McBeth Ͳ Dallas DCJ – Dallas, TX Reynolds & Reynolds Rick Cutaia Ͳ Rick Hendrick DCJR – Charleston, SC (Chair) Randy Rogers Ͳ Huffines CJDR Ͳ Plano, TX Kent Cogswell Ͳ Jack Phelan CDJR Ͳ Countryside. IL Alan Yancey Ͳ Hayes CDJ Ͳ Alto, GA OEConnection & Snap On Business Solutions Dan Hutton Ͳ Tom O’Brien CJD – Greenwood, IN Paul Allred Ͳ Stateline CJD – Fort Mill, SC Mike Opperman Ͳ Baxter CDJR Ͳ Omaha, NE (Chair) Cody Eckhardt Ͳ Larry Miller DCJR Ͳ Sandy, UT

Nada 2020 Planning Jill Vance Ͳ Avenue Event Group, LLC Finance Committee Susan McDaniel Ͳ Bill Luke CJD – Phoenix, AZ Don Cushing Ͳ Tasca Automotive Group Ͳ Johnston, RI Rick Cutaia Ͳ Rick Hendrick DCJR – Charleston, SC Newsletter/Website/Social Media Don Cushing Ͳ Tasca Automotive Group Ͳ Johnston, RI

AER Manufacturing Robert Chatwin Ͳ Larry Miller DCJR Ͳ Sandy, UT (Chair) Shane Birdyshaw Ͳ Benchmark CDJR Ͳ Birmingham, AL John Russo Ͳ Dallas DCJ Ͳ Dallas, TX Ted Hawkins Ͳ Cerritos Dodge Ͳ Cerritos. CA John Waltereit Ͳ Milosch’s Palace CDJR Ͳ Lake Orion, MI Jim Jaeger Ͳ Bosak Motors Ͳ Merrillville, IN (ALT) Vendor Chairmen Paul Allred Ͳ Stateline CJD Ͳ Fort Mill, SC Mike Opperman Ͳ Baxter CJD Ͳ Omaha, NE

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