MMG Magazine Nov-Dec 2015

M a s t e r ’s G u i l d Leaders in the sale of quality Mopar Parts.

MMG Committee Meets with Mopar Executives in Auburn Hills Pages 4-5

Nov - Dec 2015

Also In This Issue President Rick Cutaia................................ 2 MMG Meets with Snap-On..................... 6 MMG Visits with OEConnection...... 7-8 Reynolds & Reynolds/MMG Vendor Committee Report.................................. 8-9 Dealer Tire “Mopar Masters Goes to Cleveland!”...........................................10-11 MMG Supporting Vendors..............12-13 CDK Global.........................................14-15 OEConnection.....................................16-17 Snap-On Business Solutions..................18 FenderBender/Ratchet+Wrench..........19 Autobody News.........................................20 Rousseau Storage......................................21 Reynolds & Reynolds........................22-23

Mopar Masters Annual Meeting at NADA 2016 Las Vegas is Approaching!

Make Your Plans Now! Page 3

UPS..............................................................24 UPS - A More Electrified Auto Supply Chain...................................25 ABAC Calls for Fair Sales Tax..............26 MMG Membership Form......................27 “The View from My Office”.............28-29 Create an Outstanding Customer Experience............................................30-31 2015 MMG Committee..........................32

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

Mopar Masters Guild

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From the Desk of MMG President Rick Cutaia

Honesty is the Best Policy “There is no twilight zone of honesty in business. A thing is right or it’s wrong. It’s black or it’s white. “ -John Francis Dodge

In general, car dealerships get a bad reputation. Some of them by pure merit, but mostly because of media and movies. It is a stigma that we will probably never be free from. The good news is, is that we only have to deal with it from a local and personal level. This fact is great news for some, and not so great for others. The one policy that separates the good from the bad can be summed up in one word: honesty. Car dealerships have a shady reputation because they lack honesty. What about your parts department? If asked, what would your customers say about your level of honesty?

Great management and an outstanding level of honesty are the two key components that keep a parts department successful and keep lifelong customers coming back. You cannot have one without the other. A good manager is a person of his/her word and never leaves anyone questioning that. Being in a position of manager leaves anyone open for some level of dishonesty, but when you stay the course and realize that there really is not any gray area when it comes to right and wrong- you will find that being honest plays to your favor and is better than any shortcut that you may have been presented with.

Mr. Dodge was right then, and he’s still right today.

Rick Cutaia MMG President rick.cutaia@hendrickauto.com

Don’t forget to make your plans now for our Mopar Masters Guild Annual Meeting being held at NADA 2016 in Las Vegas March 29 - April 3

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Leaders in the Sale of Quality Mopar Parts

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NADA 2016 is Approaching!

It’s that time of the year again when the Mopar Masters Guild begins its preparations for our Annual Meetings at NADA 2016 which this year is being held in Las Vegas.

You can register for NADA here. The Mopar Masters Guild will reimburse you for 50% of your NADA Registration.

Our Hotel Choice this year will be Mandalay Bay The MMG has reserved a Room Block and you register using the following link: https://resweb.passkey.com/go/xmopar

The following is a tentative agenda - All times TBD All Meetings Will Be Held at Madalay Bay - Forunato Banquet Room Tuesday March 29th A.M Arrival - Lunch Served at Noon

MMG Meeting begins at 2:00pm

Wednesday March 30th MMG Meeting featuring Vendor Fair

Welcome Reception - 6:00pm - 9:00pm - Foundation Room (Shangri La)

Thursday March 31st MMG Meeting & Afternoon Discussion with Executives from Mopar

MMG Cocktail Reception - “1923” Bourbon Bar @ Mandalay Bay Friday April 1st

MMG Meets on the NADA Convention Floor

Saturday April 2nd

FCA Service & Parts Managers 20 Group - TENTATIVE - Watch for Updates!

Sunday April 3rd

FCA Service & Parts Managers 20 Group - TENTATIVE - Watch for Updates!

Depart for Home

We will be having our MMG Elections this year.

Please consider running for an office or volunteering for a Committe

Full itinerary will follow! Please watch your email for more up-to-date information!

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Mopar Masters Guild Executive Committee Meets with Mopar Executives in Auburn Hills Submitted by Susan McDaniel - MMG Secretary/Treasurer - Bill Luke CJD – Phoenix, AZ On October 28th, the Mopar Masters Executive Committee (Rick Cutaia, Susan McDaniel, Marvin Windham, Dan Hutton, Paul Allred, Rick Monteiro and J.D. Ipsen, (minus Andy Reed) met in Auburn Hills with Mopar’s Senior Managers.

The Chrysler World Headquarters and Technology Center is a staggering 5.3 million square feet on 464 acres, it includes a 15-story World Headquarters tower and the four-story Chrysler Auburn Hills Technology Center, which includes space for the vehicle product team, five design studios and a 170,000-square-foot pilot plant. It is the only facility that brings together cuttingedge scientific research, industry-leading creative design, vehicle development, engineering, manufacturing, marketing and corporate leadership all under one roof. It is also home to a 70,000 square foot education center, a conference center, three dining rooms, one food court, a health clinic, fitness center, fire department, two sundry shops, two hair salons and a nursing mothers’ room. An extensive skylight system infuses the building with natural light and nature trails wind through the wooded grounds. The campus also includes a 1.8 mile evaluation road, additional office space, the Quality Engineering Center and the Walter P. Chrysler Museum. Most people don’t know that when the building was erected in the early 1990’s, it was designed so it could be repurposed into a shopping mall without too much modification if the troubled Chrysler should go out of business.

We met on the 10th floor of the Chrysler Building overlooking Detroit on a cold and dreary day (since I’m from Phoenix, it was especially cold and dreary to me. I really enjoyed watching that wet stuff falling from the sky and all of the beautiful autumn colors that I rarely get to see!)

Mike Cockell, Mopar Sales & Field Operations Mgr. kicked off the meeting with introductions and spoke about the current state of Mopar opening our lines of communication for the meeting. He covered transforming Customer Experience, recalls, quality, RO traffic, Advocacy Payouts and MSER. Ross McGinnis, Vice President, Mopar Sales & Product Development opened by talking about car parc and an expected 30% growth over the next 3 years. He also spoke about Dealership performance and Service Capacity and the need for an additional 5100 technicians and possible 2nd shifts nationwide. He also touched on improving the Customer Experience through Wi-Advisor and increasing Customer retention through MVP Contracts.

Brian Rogos, Sr. Mgr. for Repair/Wholesale touched on Powertrain, Match the Estimate for Powertrain, Warehouse Distributors and transmission rebuild kits. Changing the part numbers to be compatible to our Dealer Management Systems was suggested.

Continued on Page 5

Mopar Masters Guild Magazine

Leaders in the Sale of Quality Mopar Parts Continued from Page 4 Ed Cummins, Sr. Mgr. for Maintenance/Magneti Marelli gave highlights on the future growth of the Express Lane and possible off site locations, Mopar Synthetic Oil, and the Mopar Oil Program in general. There was a big discussion regarding the price of oil changes in dealerships vs. Jiffy Lubes and converting to synthetic altogether. The going price for synthetic oil changes seems to be $39.95.

Todd Beddick, Accessories discussed that big points were accessory opportunities, upfits, Ecommerce, and preloading slush mats. Accessory availability is better than ever but always striving to improve.

Victor Kulikowski, in charge of ARO-Sheet Metal Direct, highlighted the Supply Chain Improvement Plan and ARO Basic Stocking Levels.

Mike Ritacca, Nafta Parts Distribution Center Field Operations opened with Facing PDC improved fill rates, ETA’s, MRA payment time frames, Cross Docks, damage, DDS, Quality Control and order tracking. Mike’s best point was the new 6 day work week and 3 shifts for the Depots. This will be a huge help to all on the dealership level. Mike is only a few months into his new position and we can already see a big change for the better in all of the depots and it will only get better, I’m sure.

Mark Bosanac, Director, Mopar Global Supply Chain touched on general logistics issues and VOR Processes.

Erica Schaefer joined us, as well, to discuss the Conquest Program. Several ideas and concerns were shared as well as best practices. Erica is always looking for ways to make the program better and stop anyone from abusing it.

Our meeting was very successful for all for us on a dealership management level and for all of the Senior Managers at Mopar. This is a great team at Mopar who and is willing to listen, embrace new ideas and anxious to keep the lines of communication open.

It was wonderful to see the Chrysler Headquarters at full capacity again and we all can look forward to many prosperous years ahead.

On behalf of the Mopar Masters Executive Committee - A big THANK YOU to everyone!

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Mopar Masters Guild Committee Meets with Snap-On Business Solutions Submitted by Paul Allred - MMG Committee Member - Stateline CJD - Fort Mill, SC

The Mopar Master Guild committee comprised of Dan Hutton, Marvin Windham, Mike Mulkins and Paul Allred met at Snap-On corporate headquarters on Wednesday November 18th, 2015 in Richfield Ohio.

In attendance from Snap-On were David Foutz, Ken Statz, Nick Sposet, Milton Reumatas, Keith Pople, and Randy Borchardt. We were also fortunate to have their president John Wolf join us for lunch.

Nick took us through the new EPC5 demo that is rolling out to the market place as this article is being written. There are tons of new enhancements that will further increase productivity in the parts department. There were several Mopar Masters dealers involved in the pilot stage which provided feedback to correct and tweak the enhancements.

Snap-On will also allow you to be as flexible as you want to be with mixing subscription seats with the web based version or residing on a server in your dealership. This gives you the ability to have a reliable catalog tool 100% of the time.

We were also exposed to a project that Snap-on has been working on for the Express Lane. The concept is a large touch screen that provides all of the basic data for the vehicle in the stall. In our opinion it will help drive sales by making parts specification as simple as it can get plus add other functionality that keeps the lube tech engaged. The project has been presented to Mopar and hopefully we will see this in the market place soon.

They showed us an Accessory Kiosk that is in development in partnership with Insignia. The idea is to give dealers that don’t have a dedicated parts advisor on the showroom floor to create opportunity.

For the dealers that have a showroom process, it can create more opportunity to capture interest and sales in the customer waiting area. The first pilot location is rolling out this month.

For the service side of things they covered the current tool audit requirement and we talked conceptually about some out the box ideas such as a tool rental program for some of the tools that are not needed often as well as presenting tools that they find that can be sourced locally and accomplishes the same usage task.

A new generation tablet was shown that will allow the parts advisor to become mobile into the shop or service drive. They also are introducing a PC that will allow a dealer to utilize Snap-on as a one source solution for their catalog needs and provide hardware support. The unit that is being offered has a compact server packed with plenty of horsepower that eliminates space issues on your counter.

As in past meetings we had a lot of open conversation discussing today’s business climate and challenges. It was a very productive day. Snap-On is a valuable partner that is customer driven in today’s automotive market place.

We look forward to meeting with them at NADA in March.

Mopar Masters Guild Magazine

Leaders in the Sale of Quality Mopar Parts

Mopar Masters Guild Committee Visits with OEConnection in Ohio Submitted by Dan Hutton - MMG Committee Chairman - Tom O’Brien CJD – Greenwood, IN

Our Mopar Masters Guild supporting vendor committee group consisting of Dan Hutton, Paul Allred, Marvin Windham and Mike Mulkins visited O.E Connection in Richfield, Ohio this past November 17.

OEConnection is an award-winning technology leader and innovator of original equipment manufacturer (OEM) replacement parts solutions. As the automotive industry’s largest OE parts marketplace, OEC connects more than 60,000 North American buyers and sellers to seamlessly market, manage, and move an average of over 6 million original equipment parts transactions monthly.

Ike Herman V.P. Supply Chain/eCommerce, who has been the point person with our guild over the past few years, started our meetings on Tuesday.

Timothy Dickson Team Leader, Parts Broker Direct, went over sales history for the year and some of the new changes on Parts Broker Direct such as 2 new columns quantity on order with PBD orders and 30 days sales history with PBD. We also discussed how we could get more dealers engaged to sell more of their “over age”.

Next was Bill Lopez, OEC vice president, Collision & OEM Programs Sarah Truman, Manager of Collision Product and Pat Blech, Associate Product. Bill Talked about MyPricelink which launches December 1.

MyPriceLink is a real game-changer, in the collision industry.

MyPricelink provides the automotive marketplace with realtime dynamic list pricing on OE collision parts based on timing and local market conditions. GM Dealers, collision shops, fleets, independent adjusters and insurance companies will access MyPriceLink though OE connection dealer Portal, Collision Link shop or directly though collision shop estimating systems.

Bill also talked about an integration with Parts Trader which would allow dealerships to process Parts Trader quotes/requests and orders on Collision Link. Parts Trader is an online marketplace that provides collision repairers with a single source for procurement of parts from leading OEM dealers, parts recyclers, and alternative parts suppliers. This will allow our Wholesale specialist to manage their orders more accurately and boost our productivity.

Continued on Page 8

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Continued from Page 7 John Haluch, Manager National accounts was next up talkeded about how they could help consult our parts personnel so they are fully trained on OEC solutions and also to help us to grow sales with OEC solutions.

After lunch we had great presentations, updates and discussions from the following product Managers: • Repair link George Hoose, Manager, Mechanical Product, Bonnie Coleman, Sr. Product Specialist • Consumer Link Brian Lichty, Sr. Product Specialist Mike Crowdes, Manager, eCommerce and Ashraf Sobeh, Sr. Product Specialist For over the past 15 years we had a great relationship that has grown into a great partnership. O.E. Connection has been a big key to success of our dealers and we will continue to support them in any way we can.

See you in March at NADA 2016 Las Vegas!

Reynolds & Reynolds Vendor Committee Report Submitted by Marvin Windham - MMG Committee Member - Benchmark CJD - Birmingham, AL

Rick Cutaia serves as committee chairperson for Reynolds & Reynolds, a charter supporting vendor of Mopar Masters Guild. Rick Cutaia, Marvin Windham, and Alan Yancey made a visit to the Tampa office of R&R October 21–23. We spent our time with Jon Strawsburg, Vice President of Product Planning; Jason Sideris, Product Planning Director for Fixed Operations; and Tim Wilson and Cory Coler, Product Planning Managers for Fixed Operations.

We arrived in Tampa on Wednesday evening and finalized our itinerary for the next two days over wings at Wing House Bar & Grille with Jason and Tim (Jon arrived later that night). We also used this occasion to catch up on everyone’s year, as well as what’s happening in the business. We have become such good friends with these guys; it’s like a family reunion when we meet.

Thursday we began discussing business in a nonformal way on the golf course, as Jon and Rick barely edged out the cart of Alan and Marvin. But if you thought that would be our day, you’d be wrong! We went back to the Wing House for lunch (yes, it was that good!) and then met up with several staff members from the Reynolds Tampa office at a sporting clay facility—a great way to get to know each other. I can’t remember laughing as much as I did after Alan and I were paired with Mike Singleton and his manager, Jeff Nest. Saying they are competitive might be the understatement of the year. I have decided that if Armageddon comes, I’m loading my family up and heading to Tampa—these guys can shoot! We finished the evening with dinner at the Saddlebrook Resort.

Continued on Page 9

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Continued from Page 8

We met at Jason’s home early Friday morning for our second annual crepe breakfast prepared by Jason Sideris himself. We were privileged to spend time with Jason and his gracious and lovely wife, Ronda, and their two amazing boys, Blake and Jacob. We were honored to be treated as part of the family. We then went on to our meeting at the Tampa office.

Jason Sideris kicked off our meeting on Friday by talking about the industry as a whole. The topic turned to the data security issues that R&R took the early lead on, and how the entire industry has now begun to take the same stance. The industry has now completely validated the vision and foresight of the Reynolds & Reynolds management team.

We talked about the advantages that are beginning to be realized by those on ERA-Ignite. One definite advantage of Ignite is how credit memos are issued. You can write the credit, verify that it matches the original data, and then e-mail the invoice directly to the customer through Ignite.

We discussed Dashboard configuration and the many ways to summarize useful data to review at a glance.

ReyPay, once available for service only, is now available for parts. Because it is similar to a shopping cart on Amazon.com, with which we are all familiar, customers will know how to close the invoice instinctively.

This product could revolutionize how we interact and receive payments from our customers.

Tim Wilson demonstrated their online service reservation tool called Service Portal, which has recently undergone significant improvements to the user interface. The improvements made the tool more consumer friendly and professional looking, with customizable dealer- or OEM-branded backgrounds. They also showed us a new communication method in ERA-Ignite that will send automated text messages to customers for appointment reminders and repair order status updates. This is invaluable since we all know how dependent customers are on their cell phones.

We discussed Advanced Service and the proven return on investment that it offers dealerships. This tool tracks sell opportunities with the added advantage of a R&R advisor who watches your data, keeps your team engaged, and makes sure the dealership is receiving the full value.

On our last night, we were treated as honored guests at an awards banquet for all the Tampa staff. We got to know all the dedicated staff members from Tampa and were quick to realize that this is a close-knit and dedicated group of employees and management. Many awards were given for various levels of achievement, including all employees of the month for the previous year.

I believe this meeting enhanced our ability as a guild to reach out to R&R when we have product questions, and also enhanced the ability of R&R to reach out to us as products are being developed to make sure they hit the mark. In my opinion, the products we discussed this week are right on target for the needs of today’s dealerships as we strive to chase ever-rising customer expectations.

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Nov - Dec 2015

DEALER TIRE Mopar Masters Guild Goes To Cleveland!

On November 19th The Mopar Masters Dealer Tire Vendor Committee (Susan McDaniel, Paul Allred, Marvin Windham, and Dan Hutton) headed to Cleveland to spend some quality time with our friends from Dealer Tire (John Bellissimo, Jerry Corcoran, Tim Hebron and Greg Allen.

We met at the Crop Bistro in the heart of Cleveland’s Warehouse District. This restaurant is located inside of what was once the largest bank in the Midwest.

The building’s historic 1925 architecture remains, including a bank vault in the basement which is now used to host private parties. Both, the food and the company were fabulous!

The next morning we met at the Dealer Tire Headquarters on Chester Avenue in Cleveland. This is a very modern facility with authentic “Tire Art” throughout its walls and flooring as well. Everyone was very friendly and busy assisting customers, making sure all websites for ordering were up and running properly, and answering questions.

Dealer Tire’s foundation rests on more than 90 years of successful experience in tire retailing with Walter J. Mueller, Inc., a family-owned tire business started in Cleveland by Walter J. Mueller in 1918. His son, Walter Dean Mueller, joined the company in 1945. In the late 1980’s the company name was changed to Mueller Tire and Brake to reflect its additional product offerings. With Scott Mueller and Dean Mueller managing the business, Mueller tire and Brake expanded throughout Northeast Ohio and into the Columbus area.

Dealer Tire is the only national firm exclusively dedicated to helping original equipment automobile manufacturers design, implement and manage profitable tire programs for their dealerships that, in turn, increase customer satisfaction, customer safety and customer retention. They have programs with a growing number of major US and Canadian OEM’s, including Audi, BMW, Chrysler, Dodge, Fiat, Ford, Hyundai, Infiniti, Jaguar, Jeep, Kia, Land Rover, Lexus, Mazda, Mercedes-Benz, MINI, Nissan, Ram, Scion, Toyota, Volkswagen, and Volvo. The company’s mission of finding and replacing bald tires at dealerships has resulted in millions of safer vehicles on the road.

Continued on Page 11

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Continued from Page 10 Dealer Tire is the winner of the Leading Edge award three years in a row for being a top-performing company.

We had a great discussion with Tim Hebron – Vice President Sales, Jerry Corcoran – Director of Sales/North, Greg Allen – Director, Program Management, Todd Schreiber – Inside Divisional Sales Manager, Eric Stives – Senior Marketing Operations Manager, Jared Glavac – Manager, OEM Programs, Eileen Borman – Manager, Program Operations, Cindy Stull- Partner Chief Sales officer, and Jeff Diso – Project Manager Dealer Relations for RightTurn. Here are the highlights of the discussion: • The availability to purchase all tires stocked by Dealer Tire warehouses for various OEM’s • Time frame for warranty claim pick- ups and reimbursements.

• Possible Saturday hours for local warehouses. (This has been experimented in some markets already with no success).

• Additional off-road tires added to the program • Additional information on batteries • Road Hazard Along with the above topics, we also discussed RightTurn. RightTurn connects dealerships with the growing online tire market and brings in new business. It also combines buying tires and getting them installed into one simple buying experience for consumers. Every RightTurn purchase includes installation at a nearby dealership, and RightTurn delivers tires on demand as they’re ordered.

Currently, Dealer Tire offers four solutions to reach our customers wherever they are: on the drive, in between service visits, and even potential new customers who have never been in our dealerships before.

• DYNAMIC RETAIL SELLING GUIDE – The DRSG helps advisors find tires and present them to customers. Dealers who utilize this tool sell about 2x more than those who don’t.

• ESERVICES – DT is integrating into service lane inspection tools like Xtime, AutoLoop, Dealer Logix, and more to seamlessly display tire recommendations and pricing in multiple enviroments.

• ONLINE TIRE STORES – Customers want a way to shop for tires on our websites. An Online Tire Store presents the tires we have set to sell and creates a dealer lead.

• RightTurn – No dealer has 100% retention, and RightTurn. com is the secret weapon for getting former and even brand new customers into dealerships.

We would like to thank the Dealer Tire Team for their continued support with the Mopar Masters Guild. It is always a pleasure to sit down and openly discuss ideas and concerns on both sides. We look forward to another prosperous new year ahead with much growth and excitement!

Submitted By - Susan McDaniel - Bill Luke CJDR - Secretary-Treasurer - Mopar Masters Guild

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

Our Supporting Vendors: Support those who support you.

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Nov - Dec 2015

Mopar Masters Guild Magazine

Leaders in the Sale of Quality Mopar Parts

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Our Supporting Vendors: Support those who support you.

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Nov - Dec 2015

Excellence Motors

www.excellencemotors

4.7

Write-up

Work with CDK Fixed Ops solutions and satisfy every customer. Then watch your service department business grow as you consistently deliver a flawless experience through every step of the customer journey.

It’s your service department. Take it to the top.

To learn more, visit: cdkglobal.com/newrules/fixedops

IT’S YOUR BUSINESS.

RULE IT. © 2015 CDK Global, LLC / CDK Global is a trademark of CDK Global, LLC.

Mopar Masters Guild Magazine

Leaders in the Sale of Quality Mopar Parts

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Nov - Dec 2015

Mopar Masters Guild Magazine

Leaders in the Sale of Quality Mopar Parts

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Get your slow moving inventory out fast

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Nov - Dec 2015

COMING SOON…

Mopar Accessory Sales Kiosk for your Showroom!

Partner with Snap-on Business Solutions and Insignia to offer a turn-key accessory sales experience for your dealership!

Program Benefits:

• Integrates accessory sales software, hardware, and comprehensive training and consulting • Creates destination for accessory sales both in the showroom & within the vehicle sales process

What does the kiosk include?

• HD touchscreen monitors drive customer interaction & engagement • Large interchangeable graphic panels to promote Mopar brands and accessory offerings “This removes the ‘selling’ pressure and introduces the ‘shopping’ experience, which is fun for the customer. The customer is not left idle, having doubt, or feeling abandoned.”

– Paul Allred, Parts Director, Stateline Chrysler Jeep Dodge

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Leaders in the Sale of Quality Mopar Parts

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Your one-stop-shop for reaching current and prospective wholesale customers, FenderBender and Ratchet+Wrench provide you with turnkey ad programs and a better, more comprehensive reach in your market.

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Nov - Dec 2015

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Freedom to choose your own solution

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Nov - Dec 2015

Service Portal 50% of buyers do not return for customer pay work

after one year. That number climbs to 80% after two years.1 If they’re not coming back to your dealership for repairs, where are they going?

Keep customers engaged and coming back to your dealership with Service Portal from Reynolds.

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With it customers can:

• View real-time appointment availability.

• Know the status of vehicle repairs at all times.

• Review service history and recommended services.

• Receive automatic appointment confirmations and reminders.

Give your customers the convenience of scheduling service and reviewing vehicle history anytime, anywhere, and on any device.

To learn more about Service Portal, call 888.781.3020, visit www.reyrey.com/serviceportal, or email info@reyrey.com. © 2015 The Reynolds and Reynolds Company. All rights reserved. 11/15

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Let Customers

Pay the Way They Live Their Lives Experience Simplified Payments ReyPAY, part of Reynolds Retail Management System, allows you to accept payments in-store and online and simplifies your current reconciliation process.

reyrey.com/ReyPAY | 888.781.3020 © 2015 The Reynolds and Reynolds Company. All rights reserved. 1007155 11/15 OpenEdge is a division of Global Payments. PayPros® is a registered trademark of Global Payments. ©2015 OpenEdge. All Rights Reserved.

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Nov - Dec 2015

Selling cars requires a lot of moving parts… and papers FCA dealers can count on us to get shipping in gear.

From sales to the service department. Whether shipping contracts, financial documents or auto parts, early and economical next-day deliveries are a must. UPS delivers to more U.S. ZIP Codes by 8:00 and 10:30 a.m. than FedEx. You can meet commitments without blowing budgets.

When timing is everything. With more access points than any other delivery company — customer centers, retail locations and 40,000 drop boxes — UPS On-Call Pickup® service and later pickup options, you can be flexible and efficient, shipping parts and papers on your schedule.

Running like a well-oiled machine. We deliver more guaranteed packages on time around the world than any other carrier. And with guaranteed LTL, we can offer greater reliability whether you’re shipping envelopes, boxes or pallets, inbound and outbound. That means less time spent worrying about shipping and more time for focusing on customer service.

To learn more about UPS’s shipping advantages: Contact the UPS support line at 1-800-567-9989 or visit the FCA US MarketCenter site within DealerConnect.

© 2015 United Parcel Service of America, Inc. UPS, the UPS brandmark and the color brown are trademarks of United Parcel Service of America, Inc. All rights reserved.

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A More Electrified Auto Supply Chain

By Darryl Barber, Automotive Marketing Manager, UPS In 1980, my dad thought it would be a great idea to load my mom and their three kids – all of us under the age of 13 – into the family’s 1976 Ford pickup to tour the Western United States. He spent weeks planning. So many hours to drive, so many days to stay and see Carlsbad Caverns and the Grand Canyon.

Well, much like the Griswolds, of “National Lampoon’s Vacation” fame, we were in for a surprise. In all his planning, he hadn’t counted on the toll the miles and the July heat would have on his truck – and us.

In the days before GPS, the only solution to an overheating engine in the middle of nowhere was to find a nearby dot on the map and hope for an adequate repair shop. Flash forward 40 years, this might play out quite differently.

Imagine that a car’s dashboard warning light not only alerts the driver to an overheating engine, but also wirelessly transmits that information to multiple repair facilities within a short distance. That data would produce a fault code with four potential parts failures based on historical patterns. The repair shop’s database would check inventory on hand and search for any parts not available on site. A short time later, you pull into a garage that has all the parts you need and your vacation is saved.

That’s how much the world is changing. The Knowledge Doubling Curve, the rate at which all human intelligence doubles, has been reduced from 25 years post-WWII to just one. The Internet of Things (IoT), is now in many aspects of a vehicle from safety to infotainment. As a result, today’s auto electrical system now accounts for one-third to one-half of all component costs in a car and 90 percent of vehicle innovation[1]. According to growth estimates, electronics components are projected to reach as high as $280 billion in the U.S. by 2020, up from $161.5 billion in 2013.[2] New technologies and products that integrate these advances into older vehicles are a major source of aftermarket revenue potential.

Distributors may see growth potential in emerging markets and untapped customer bases through ecommerce and online marketplaces. Dealerships may see a boost to their bottom line, with nearly half of their profit coming from parts and service. Some analysts suggest that this growth in digital technology will ultimately force the automotive supply chain to mirror the electronics industry.

To capitalize on this opportunity, businesses must consider new strategies to manage working capital and inventory levels, among other dynamics. Automotive companies must be receptive to what worked best for high-tech firms.

Will your business help lead the transformation or get caught trying to catch the rest of the field?

[1] Global Automotive Logistics 2014: A detailed overview of the market for logistics services in the Global Automotive sector, Transportation Intelligence, September 2014 [2] Automotive Electronics Market Analysis By Application (Advanced Driver Assistance System (ADAS), Body Electronics, Infotainment, Powertrain, Safety Systems) And Segment Forecasts To 2020, Grand View Research, March 2015.

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Nov - Dec 2015

ABAC Calls for Fair Sales Tax Treatment of Paint Materials Association calls for eliminating the double taxation of paint materials in Connecticut.

In written testimony submitted the Connecticut General Assembly State Tax Panel on Wednesday, Anthony Ferraiolo, president of the Auto Body Association of Connecticut, called on legislators to address the double taxation of paint materials used in collision repair.

According to ABAC, until a recent ruling by the Department of Revenue Services, collision repair facilities were able to purchase paint materials exempt from sales tax. Prior to the ruling, paint and materials purchased by a collision repair facility were considered a “sale for resale” and the shop did not pay sales tax on the products. They then billed sales tax to the consumer for the retail price charged.

The association was supportive of Connecticut House Bill 5655 in the 2015 legislative session, “An Act Concerning The Taxation Of Paint Used In MotorVehicle Repair” that would clarify the tax treatment of paint materials.

In his prepared testimony, Ferraiolo stated, “We advocated for reform because auto body repairers had been unfairly penalized by a recent Department of Revenue Services interpretation that paint and materials used in auto repair should be taxed twice: once at wholesale purchase and once at retail sale. In addition to being inequitable from a tax policy perspective, it was inconsistent with reasonable regulatory interpretations to the contrary and years of industry practice to the contrary.

A key concern for the association is that industry practice has changed dramatically since the regulations were last revised in the 1990s. Since then, collision repair facility operators have moved to purchasing their materials in bulk and mixing the paint themselves versus buy color specifically for one customers vehicle from a wholesaler.

Ferraiolo’s prepared testimony stated, “Years ago, auto body shops would order paint from a supplier (wholesaler) specifically for use on a certain vehicle. That purchase was considered a sale for resale and nontaxable to the shop; the sales tax would be charged to and collected from the end user customer. The paint used in today’s repair process is purchased differently than it was over 15 years ago. Most, if not all, auto body repair facilities purchase paint related materials in bulk form. The product is computer mixed as needed for each individual repair job. The totals are recorded and billed to each specific repair job. The sales tax is then to be charged to end user customer.” Ferraiolo continued, “The purchase of liquid paint related materials at the wholesale level should likewise be nontaxable to the repair shop (sale for resale), and when product is mixed for each specific customer’s job, taxes should be collected on final invoice to the end user customer.”

Source: www.collisionweek.com

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MEMBERSHIP APPLICATION AND RENEWAL FORM Name: ____________________________________________ Dealership Name: ____________________________________________ Business Address: ____________________________________________ City: ________________State:________________ Zip: ______________ Dealer Code: __________ Business E-mail:_____________________________ Type of Business system (R&R, ADP, ETC):____________________________ Dealer Principal Name: _____________________________________________

Personal Information: Name: ____________________________________________ Address: ____________________________________________ City: _____________State:________________ Zip: ____________ Spouse name _______________________________________ Your shirt size: _______________ M_____ F_____ Your spouse’s Shirt size ____________M ____ F____ Paying Membership Dues for: 2013____ 2014_____ 2015____

Annual Dues are $100 per year

Please complete this form and mail with payment to: Mopar Masters Guild Attn: SUSAN MCDANIEL 2215 W. EARLL DRIVE PHOENIX, AZ. 85015

Mopar Masters Guild — The exchange of information by like size dealers in a non-competitive environment.

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Nov - Dec 2015

Happy holidays to all of you!

This year has just flown by. As we reflect I hope that we find, for the most part, that it was a good year.

I know some of you have lost special people in your lives and some of you have welcomed new ones in. This year started off with many of us in San Francisco where I had the privilege to hang out with some really great people I am so proud to call my friends. Pretty soon we will all be meeting again in Las Vegas baby! It will be a bit strange attending NADA in March after over 20 years of going in January or the first part of February, but it will still, like always, be a good time!

Things here at Jack Powell Chrysler Dodge Jeep have been a bit crazy! Inventory - need I say more?

And to add to the chaos we are under construction again in our warehouse building a second level mezzanine in the new part of the warehouse that we added during the re-model. Been busy reconfiguring and organizing. It’s stressful but also very exciting! Rick has been waiting a long time for extra space and it really looks great! And with Thanksgiving come turkeys! A tradition that Jack Powell started many years ago, he hands out turkeys to all of the employees. The day the turkeys come in is always a happy day!

In this issue I would like to introduce you to the Powell family and a bit of their history. It all started in Dearborn, Michigan in 1933 when Jack Powell Sr. began his career in the automobile industry as a Dodge dealer. After 19 years he packed up the family and moved here to Escondido, California. In 1958 he opened up his new dealership - Jack Powell Chrysler DeSoto Plymouth. Jack Powell Jr. grew up around the dealership. He graduated from University of Southern California and from Chrysler Dealer Candidate School and was ready to enter the family business in 1971. By 1976 Sr. was ready to retire and sold the business to Jr. After his dealer survived the oil embargo of 1982 Jack had the opportunity to purchase the Dodge dealership.

At this time the different car make dealers were scattered all over town. Having a vision for the future, Jack and 4 other dealers got together and purchased a section of land and designed The Escondido Auto Park. All your new car needs in one loop. In 1987 the vision became reality.

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Continued from Page 28

In 2003 Jack’s son, Jasen and his daughter, Jasmine, joined the family business. Also graduates of USC they worked their way through the dealership to the top, working as a team to take the dealership to the next level. In 2009, after the big shake up brought on by Chrysler with the closing of 789 dealers across the country, the Powells were able to purchase the Jeep franchise. Now, with all makes under one roof, Jasen & Jasmine spent the next two years planning a complete remodel of the facility. In 2014 Jack Powell Chrysler Jeep Dodge Ram celebrated its Grand Opening with a new state of the art facility.

The Powells have been a great family to work for. They know everyone’s name. When you run into them they always have a moment to chat. Many of you have met the Powells. They have attended different Mopar Masters events over the years. Some of you might remember the speech Jack gave at a Mopar Masters breakfast years back in San Francisco on his admiration of our group. He has always been a big supporter of what the Mopar Masters is all about. . They are involved in our community and contribute to local and national charities. In a world run by corporate I like to say I work for a family run business.

A fun thing that the Powells did a few years back was a series of youtube videos introducing the world to the Powells. Go to www.meetthepowells.com and check them out! If you view the Shop Chef you will get to see our very own Rick Monteiro and our service manager Gary Block compete in a Top Chef inspired showdown! Shop Chef and Gone Jeeping are my favorites!

That’s it for another issue of the View From MY Office. I have really enjoyed writing these articles this year, I hope that you all have enjoyed reading them. I hope that you and your families and friends had a nice Thanksgiving and found a special thing in life to be thankful for. I wish all of you a Merry Christmas and a happy new year!

Kat

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Nov - Dec 2015

Create an Outstanding Customer Experience Former Disney executive John Formica discusses strategies for wowing customers WHAT TRULY SEPARATES THE DISNEY EXPERIENCE FROM OTHER CUSTOMER SERVICE EXPERIENCES? The thing that I am an advocate of is that Disney doesn’t just offer a service, they provide an experience. I think that separates them from everyone else. There are hundreds of theme parks, resort destinations, vacation spots. Why do people continue to go back to Disney? It’s all because of the experience they create. It’s memorable, they love the people, the quality, the attention to detail—it’s all part of the experience.

Most businesses focus on service. When you just think about service, it becomes task-oriented of doing what the customer asks, fulfilling that obligation and then wiping my hands clean. What happens is that staff focuses on completing the task and not taking it to the next level of creating that experience. That’s what Disney does.

Anyone can create that experience by starting with the right foundation.

WHAT IS ONE THING SHOPS COULD DO TODAY TO ENHANCE THEIR CUSTOMER EXPERIENCE? It’s the other piece of that experience, which is what Disney calls on-stage presence. When you are on stage, it is showtime. You have to have a happy face. If you’re off-stage, then you can grumble. It is no different than if you went to a Broadway play. You expect to have a professional experience. What if the actors said, “This is the 20th show in a row, let’s just skip a couple acts.” You’d go crazy. Disney always looks at it as a show.

That’s another piece of the puzzle: What does your show look like? When you open up the doors to your shop, it’s showtime. Does everyone look the part? Does everyone understand what part they are going to play? Are they going to bring the energy to the “audience”? All of those things are part of the show. It’s what separates Disney because a lot of people take that for granted.

WHAT ARE YOUR BIGGEST TIPS FOR CREATING AN ENVIRONMENT WHERE THE EXPERIENCE COMES BEFORE THE SERVICE? I worked at Walt Disney World in Orlando, Fla., and there are 60,000 employees that work there in Orlando alone. It’s the single highest amount of employees in one single location in the United States. And people often ask me, how do you get 60,000 people to go to work smiling and with an attention to detail and all that? It’s because Disney creates an environment where you want to be there, not where you have to be there. Disney hires and finds people to fill a role, not a position. What they’ve done so well is identified and defined the role that they’re looking for.

It starts with traditions training, where you spend two full days learning about Disney values, about Walt, about why you were chosen to be an employee at Disney and what the company stands for. It’s an incredible orientation that doesn’t tell you anything about benefits, vacation days, the disciplinary process. It just focuses on the core value of the company, which is making people happy.

Your role is making people happy. Then you’ll get an extensive training program in your location and then you start your job. While I know that’s difficult for a lot of companies, if they took the time to invest, it would really make the employee feel like you know what you’re doing. That environment doesn’t get created on its own.

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Continued from Page 30 The other thing is that while you’re an employee at Disney, although it was by far the hardest job I’ve ever had, we had fun. We worked hard and we played hard. It all boils down to creating an environment where if your mind is in the job and your mindset is positive, it’s going to rub off on the customer.

HOW DO YOU STOP HAVING A REVOLVING DOOR OF AVERAGE EMPLOYEES? I’d say having the wrong people in the wrong role is the biggest mistake. They’re trying to get a square peg and shove it in a round hole. Because it’s so frustrating when you have someone who’s great in the interview and bad on the job. When you have the wrong people in the wrong role, you’re babysitting. You’ve got to tell them to smile, to get engaged with your customer, to pay attention to detail, how to do everything.

One of the biggest challenges is that small businesses, they put an ad in the paper, they take résumés and they hire someone from that pile. What happens is that now, your whole hiring process is based on hoping the right person comes in the door. You constantly need to be looking all the time, even if you don’t have openings. If I want someone who is bubbly and friendly, I may be able to find them at a retail store. Go to areas where those technical people are, such as community colleges, or ask others for recommendations. What happens is that you start to build this list. You can even interview them, talk to them, and say, “I don’t have an opening right now but when I do, I’d love to have you on board.” I’m planting the seed.

The second part is you have to identify what it is that you’re looking for. People will hire based on competency but later on, complain that they’re not a good fit. Either train them to be competent or only look for people who are already competent and then choose who is the right fit from there.

Your attitude can’t be, “Let me just find somebody and hope they work out.” Disney doesn’t settle. When I interviewed, I was plucked out of the Hyatt Hotels organizations when Disney went from four hotels to 16 hotels.

I had 16 interviews in two days. I thought, “There is no way they will hire me.” What it did was that it makes you realize that they don’t take this hiring process for granted. And once I was so fortunate to get selected, I said to myself, “I have to live up to the expectation and bring my A-game every day.”

Known as the “ex-Disney guy” due to his former career as a manager for Disney’s top luxury hotels, John Formica, also a speaker at this year’s NAPA Expo, shares his years of experience and proven Disney success strategies in excellence, leadership, working environment and customer experience to help businesses create a “magical” customer-focused culture.

John Formica

Source: www.ratchetandwrench.com Article Written by Anna Zeck

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Nov - Dec 2015

2015 MMG C o m m itte e s

Officers: President Vice President Treasurer Secretary

Executive Committee

Rick Cutaia Andy Reed Susan McDaniel Susan McDaniel

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

All of the above as well as:

Marvin Windham

Rick Monteiro

Joe McBeth Paul Allred

Committees:

Vendor Chairman Paul Allred

Newsletter Don Cushing

Benchmark CJD – Birmingham, AL Jack Powell CJD – Escondido, CA Dallas DCJ – Dallas, TX Stateline CJD – Fort Mill, SC Stateline CJD - Fort Mill, SC Bald Hill DCJ – Warwick, RI

Nada 2016 Planning Susan McDaniel

Membership TBA

Bill Luke CJD - Phoenix, AZ Gerry Oaks - Baxter CJD – Omaha, NE

Finance Committee Susan McDaniel

Rick Cutaia

Vendor Committees

CDK Global Gerry Oaks

Paul Allred

Andy Reed

Rick Monteiro

Reynolds & Reynolds Rick Cutaia

Susan McDaniel

Marvin Windham

OEConnection

Snap-On Dan Hutton

Paul Allred

Steve Hofer

Dealer Tire Susan McDaniel

Marvin Windham

Joe McBeth

UPS Glen Hojnacki

Tracy Industries Mike Mulkins

Katzkin Mike Gerber

Bill Luke CJD – Phoenix, AZ Rick Hendrick DCJR - Charleston, SC

Mopar Masters Guild Magazine

Baxter CJD – Omaha, NE Stateline CJD – Fort Mill, SC Allen Samuels DCJ – North Richland Hills, TX Jack Powell CJD – Escondido, CA Rick Hendrick DCJR – Charleston, SC Bill Luke CJD – Phoenix, AZ Benchmark CJD – Birmingham, AL

Tom O’Brien CJD – Greenwood, IN Stateline CJD – Fort Mill, SC Park CJ – Burnsville, MN Bill Luke CJD – Phoenix, AZ Benchmark CJD – Birmingham, AL Dallas DCJ – Dallas, TX Milosch’s Palace CJD – Lake Orion, MI Go Chrysler Jeep West - Golden, CO Rairdon CDJ - Kirkland, WA