MMG Magazine September -October 2015

Leaders in the sale of quality Mopar Parts.

Sept-Oct 2015

Also In This Issue President Rick Cutaia ............................... 2 FCA 20 Group “Braking News!” ........... 7 Building a Successful Team................. 8-9 Ga. Shop Owner Pleades Guilty ............ 9 MMG Supporting Vendors .............10-11 CDK Global ........................................12-13 Autobody News........................................14 UPS .............................................................15 Reynolds & Reynolds........................16-17 FenderBender/Ratchet+Wrench.........18 Rousseau Storage.....................................19 OEConnection ....................................20-21 Katzkin .................................................22-23 Tracy Industries ................................24-26 MMG Membership Form .....................27 “The View from My Office” ............28-29 Sweat the Small Stuff .......................30-31

Mopar Masters Attend FCA 20 Group in Chicago

AASP/NJ Warns Members ..................31 2015 MMG Committee..........................32

“The Secret of Getting Ahead is Getting Started”

Pages 3-7

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Mopar Masters Guild

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Sept-Oct 2015

From the Desk of MMG President Rick Cutaia

Consistency Twenty years ago, when I was given the opportunity to become Parts Manager, I was given some advice from my manager. He said, “The best advice that I can give you is to be consistent”.

I took that simple piece of advice to heart, and applied it to how I’ve managed my department. I believe that I have been consistent in all phases of management- from overseeing several employees to dealing with customers. As most of us know, managing people is a tough task, especially with the diversity of the employees that we deal with on a daily basis. I have been fortunate that my core group of guys have been with me for over fi een years, and I believe that consistency is the main reason for the longevity of keeping them on my team.

Each situa on that we deal with involving our employees is different, but in the end, treated the same.

If we want a successful future, we must con nue to be consistent in the way we handle situa onswhether it be past situa ons, or with new ones that arise. I also believe this formula is a great way to act with our customers as well. If you treat each customer the same and be consistent, they will know what to expect from you and your department. Doing this will lead to a good and long las ng rela onship between you and your customer.

When people know what to expect, it removes any doubt and lessens the chance of disagreements.

This detail in management is an important aspect to keeping a good and profitable department.

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

Mopar Masters Guild Magazine

Leaders in the Sale of Quality Mopar Parts

Mopar Masters Attend FCA 20 Group in Chicago August 17th and 18th, 2015

THE SECRET OF GETTING AHEAD IS GETTING STARTED We had a great me in Chicago and I think we can all agree that it was one of best 20 Groups ever!

Some of the group flew in early to enjoy the sights the downtown Windy City had to oer. They took in the air show, beau ful Lake Michigan, the best music, BASEBALL, and some fabulous food!

Continued on Page 4

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Sept-Oct 2015

Continued from Page 3 On Sunday evening we enjoyed Italian food at Tuscano’s. It was great to see everyone and catch up.

Our 20 Group officially started Monday morning at 8:00 A.M. We had 25 service/parts managers in attendance represen ng 20 dealerships from across the US. Our mee ng was moderated by Mark Beaton and coordinated by Jennifer Short. We kicked off the mee ng with introduc ons and proposed ideas for topics we would like to discuss. Our choice. Here’s what we covered:

 Hiring and reten on  Recall management  Accessories  CEI  Back orders  ARO ordering  Millennials – What does it take to hire them and keep them mo vated!

These are all great topics and we are all plagued with concerns of these topics daily. To be able to discuss them in a group of peers really helped to make a li le sense of the issues. Many great ideas came to light.

Mark covered FCA updates, group schedules and warranty training informa on. He also went over the Step It Up on the Service Drive coaching and support, along with CEI scores. One thing that will always set us apart from the compe on is “that was good” or “WOW, that was great!”

Mark also covered the 2015 Subscrip on Program Form. This is for a dealership that has Service and Parts Managers a ending two mee ngs together in one year. You can find this form on Dealer Connect under the Training Tab. Continued on Page 5

Mopar Masters Guild Magazine

Leaders in the Sale of Quality Mopar Parts Continued from Page 4 Since a large part of our me together involves going over the Financial Composite, Jen showed us where to go in Dealer Connect to find our financial informaon for the dealership. Just go to the Network Tab > Financial Statement Analysis (IEXAM).

Brandon Eckenrode from The Collision Repair Founda on spoke to our group about giving dona ons to local schools.

Parts like used fenders and hoods etc. that training Bodyshop Technicians can prac ce on.

Monday a er lunch we had our Share-An-Idea Session. Here are the top five le to right:

 Ed Lueras of Perkins Chrysler Jeep Dodge Ram, Colorado Springs, Co. – Geek Box (5th place)  Marvin Windham of Benchmark Chrysler Jeep Dodge Ram, Birmingham, AL – Ram Promasters with Lyncoach and Trojan Truck Bodies (4th place)  Rick Cutaia of Rick Hendrick Dodge Chrysler Jeep Ram, Charleston, SC – 6 Months Sales History Report (3rd place)  Gary Block of Jack Powell Chrysler Jeep Dodge, Escondido, CA - Jack Powell Technician Levels Program (2nd place)  Susan McDaniel of Bill Luke Chrysler Jeep Dodge, Phoenix, AZ – Service and Parts Business Development Center (1st place)

Continued on Page 6

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Continued from Page 5 I was honored to win First Place represen ng my dealership. A big THANK YOU for all of your hard work and help pu ng my presenta on together Rick Dollerschell, Lyndsay Hauptman, Chris Ceballos, and Amberlee Shaw. We had an awesome hotdog BBQ with the winnings!

Monday a ernoon we were visited by:  Mike Cockell - Mopar Sales and Field Operaons Manager  Rick Majewski - Sr. Manager – Magne Marelli  Mark Englesdorfer – Director – Mopar Collision Por olio  Brian Wayne – Sr. Manager – California Business Center  John Tonial- Sr. Manager – Mopar Materials Planning

A big THANK YOU to this team for their presentaƟons on collision, radiators, condensers and Market Share.

Monday evening we enjoyed dinner at Gibson’s Steak House. It was fantas c! Best desserts ever! Just ask Mike Mulkins!

On Tuesday we con nued to discuss designated areas of the Group Financial Composite and topics of concern along with “Share -An- Idea” of past groups.

Continued on Page 7

Mopar Masters Guild Magazine

Leaders in the Sale of Quality Mopar Parts Continued from Page 6

If you have not done so already, be sure to join a 20 Group in your area today. If you already have, log onto www.fca20group.com and also join their Facebook Page FCA Service and Parts Managers 20 Group or contact Jen Short at jen@fca20group.com.

Thank you Jen Short, Mark Beaton and Tamara Nolen (FCA Performance Ins tute A er Sales) for making our Chicago 20 Group exci ng and informa ve. It’s always great to be surrounded by Parts and Service Managers who are experiencing the same frustra ons and difficul es that we all face on a day to day basis in a fun and relaxed atmosphere.

Submi ed by Susan McDaniel - Parts Director - Bill Luke Dealerships Secretary – Treasurer - Mopar Masters Guild

FCA 20 Group “BREAKING NEWS!” Guess who's cell phone rang during the Boston 20 Group meeƟng today?!?!?!?

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Sept-Oct 2015

Building a Successful Team

By Marvin Windham, Benchmark AutomoƟve - Taken from various arƟcles, not original material!

Building a successful team doesn’t generally happen by chance or luck; it requires some considera on of what it takes as you put the pieces together.

There are very few professions where we aren’t expected to work in—or at least be part of—a team.

In the workplace, teamwork can mean the difference between success and failure. Dealerships that put a priority on team building and try to hire employees who fit its culture can generally create a successful team. While it is a challenge to get highly compe ve employees that are paid primarily on individual gross profit output to work as a team, it can be accomplished. Just the fact that everyone’s contribu ons are recognized and valued will drive increased produc vity and success.

Here are some thoughts on what is considered important parts of a strong team: o A strong manager who has a vision and the courage to manage o Defining clear goals o Quickly idenƟfying and resolving conflicts o Holding everyone accountable The number one reason a team fails can be traced back to poor leadership and poorly defined goals.

The manager carries the heavy responsibility of ensuring that everyone works well together, contributes to overall goals, and stays on task. To be a strong manager, you must have confidence, consistency, and commitment, and you also have to help ins ll those values in your team. Everyone must be held 100% accountable for their ac ons—if you allow slackers, teamwork disappears.

Stay on task toward the common goal “In order to have a winner, the team must have a feeling of unity; every player must put the team first ahead of personal glory.” —Paul “Bear” Bryant Without an agreement on purpose, a team cannot work in unison. Ambiguous goals could lead individuals to interpret the team’s objec ves and strategies for themselves, and ul mately could cause fric on and confusion as the team starts working against each other.

Effec ve goals should be S.M.A.R.T.: Specific, Measurable, A ainable, Relevant, and Time-bound. The S.M.A.R.T. method of goal se ng provides a template for success and helps ensure that a team stays on task and focused.

Continued on Page 9

Mopar Masters Guild Magazine

Leaders in the Sale of Quality Mopar Parts Continued from Page 8

o Allow mulƟple points of view Although rallying around a common goal is impera ve to teamwork success, allowing mul ple points of view regarding the same problem can help shed light on more than one poten al path to success, which may not emerge from a team made up of members who are too similar, or one controlled enrely by a dictatorial manager. Construc ve conflict can be a very posi ve driver of success. Building a diverse team will almost inherently create a working environment where members challenge each other’s ideas and strategies, which can ul mately lead to the most efficient and crea ve solu ons to the biggest problems. o Trust and Integrity Trust is an essen al component of great working rela onships, and it can be an especially important part of building a successful team. From trus ng the manager to lead, to trus ng other members of the group to listen to and consider each other’s contribu ons, great teamwork hinges on mutual respect. Leaders and team members alike must show each other that they can be trusted, and the team values must show the utmost integrity. A lack of integrity will erode any poten al trust.

Georgia Shop Owner Pleads Guilty to 23 Counts of Insurance Fraud Georgia Insurance Commissioner Ralph Hudgens announced yesterday that a body shop owner in Bibb County was sentenced for mul ple counts of insurance fraud.

William Emerson Scruggs, who owned Diamond Auto Pain ng, pled guilty to 23 counts of insurance fraud.

Bibb County Superior Court sentenced Scruggs to three years confinement to be served with a separate federal incarcera on and seventeen years of proba on following the confinement. In addi on, Scruggs must pay $12,240 in res tu on and perform 170 hours of community service.

The sentencing stems from a July 2014 inves ga on led by Hudgens’ Fraud division that found Scruggs aided former insurance adjuster Patrick Dixon with the genera on of false auto repair claims. Dixon is awai ng trial.

“I’m glad that the court appreciated the severity of Mr. Scruggs’ fraudulent ac ons. I agree with the sentence of confinement, proba on, and, most importantly, res tu on for the vic ms,” Hudgens said.

Source: www.collisionweek.com

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Our Supporting Vendors: Support those who support you.

10

Sept-Oct 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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Sept-Oct 2015

LINDA MCCANN

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Spend more time selling and less time creating paper trails. CDK ePayments makes life easier for you and your customers with more options for easy, convenient payments.

Change how your Service department looks – and works.

To learn more, visit: cdkglobal.com/newrules

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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Sept-Oct 2015

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Mopar Masters Guild Magazine

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Leaders in the Sale of Quality Mopar Parts

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Selling cars requires a lot of moving parts… and papers Chrysler 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 Chrysler® 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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Sept-Oct 2015

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 VLPSOLÀ HV \RXU FXUUHQW UHFRQFLOLDWLRQ SURFHVV

reyrey.com/ReyPAY | 888.781.3020 © 2015 The Reynolds and Reynolds Company. All rights reserved. 1007155 9/15 OpenEdge is a division of Global Payments. PayPros® is a registered trademark of Global Payments. ©2015 OpenEdge. All Rights Reserved.

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Leaders in the Sale of Quality Mopar Parts

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Keep Your Parts Inventory Accurate Have you considered how to keep your parts inventory accurate throughout the year? Here are a few tips to help: CONDUCT PERPETUAL INVENTORIES Perpetual inventories give you a much better chance to identify discrepancies, correct them HZ `V\ Ä UK [OLT HUK TPUPTPaL variances during your next physical inventory. During idle time in the parts department, assign each counterperson a few bins to count weekly and update the inaccuracies immediately. Consider \[PSPaPUN 9L`UVSKZ 7HY[Z )HYJVKPUN Scanners to speed up the process and increase accuracy.

MONITOR PARTS IN YOUR SPECIAL ORDER BINS Identify special order parts that have not been picked up within 15 days of being received and notify the customer or service advisor once more. If the parts still aren’t picked up within 30 days, return them to the OEM, place them in stock, or get rid of them. This will keep your special order bins free VM \UULJLZZHY` WHY[Z HUK TPUPTPaL obsolescense.

EVALUATE DIRTY CORE INVENTORY Maintaining an accurate record of customer-returned cores and promptly returning them to the supplier is important. It ensures the inventory value is up-to-date for both Parts and Accounting. Plus, physically removing them allows you to make better use of vital space in your department.

Follow these guidelines consistently throughout the year to keep your inventory accurate and make your next annual physical inventory audit less stressful.

Work smarter, not harder.

To see how Reynolds and Reynolds can help, call 888.781.3020, visit www.reyrey.com/partsbarcoding, or email info@reyrey.com. © 2015 The Reynolds and Reynolds Company. All rights reserved. 9/15

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Sept-Oct 2015

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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WE ARE A PROUD SUPPORTER OF THE MOPAR MASTERS GUILD. ©2015. ALL RIGHTS RESERVED.

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Sept-Oct 2015

Can you spot the differences between these two pictures?

Tell us the 5 differences for a chance to win a $100 gift card! Submit your answers by visiting marketing.oeconnection.com/guess.

For more information please call 888.776.5792, ext. 3 or visit www.OEConnection.com

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Eliminate the guesswork and simplify OEM part sourcing with best in class illustrations, technical diagrams, and related parts data.

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Sept-Oct 2015

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Sept-Oct 2015

PRESENTS:

MOVE IT WITH MOPAR INSTALLER SWEEPSTAKES ÂŽ

From January 1, 2015â&#x20AC;&#x201C;December 31, 2015, repair shops and ďŹ&#x201A;eet customers have a chance to win a 2016 Ram 1500 or a 2016 Polaris RZR just by purchasing MoparÂŽ Remanufactured Powertrain parts through your local Chrysler, Dodge, JeepÂŽ or Ram dealerships. t UUĂ&#x160;Ă&#x160;,iÂŤ>Â&#x2C6;Ă&#x20AC;Ă&#x160;Ă&#x192;Â&#x2026;Â&#x153;ÂŤĂ&#x192;Ă&#x160;>Â&#x2DC;`Ă&#x160;yiiĂ&#x152;Ă&#x160;VĂ&#x2022;Ă&#x192;Ă&#x152;Â&#x153;Â&#x201C;iĂ&#x20AC;Ă&#x192;Ă&#x160;Â&#x153;Â&#x2DC;Â?Ă&#x17E; UUĂ&#x160;Ă&#x160; Ă&#x203A;iĂ&#x20AC;Ă&#x17E;Ă&#x160;ÂŤĂ&#x2022;Ă&#x20AC;VÂ&#x2026;>Ă&#x192;iĂ&#x160;Â&#x153;vĂ&#x160;>Ă&#x160; Â&#x153;ÂŤ>Ă&#x20AC;Ă&#x160;,iÂ&#x201C;>Â&#x2DC;Ă&#x2022;v>VĂ&#x152;Ă&#x2022;Ă&#x20AC;i`Ă&#x160;/Ă&#x20AC;>Â&#x2DC;Ă&#x192;Â&#x201C;Â&#x2C6;Ă&#x192;Ă&#x192;Â&#x2C6;Â&#x153;Â&#x2DC;Ă&#x160;Â&#x153;Ă&#x20AC;Ă&#x160; Â&#x2DC;}Â&#x2C6;Â&#x2DC;iĂ&#x160;}iĂ&#x152;Ă&#x192;Ă&#x160;Â&#x153;Â&#x2DC;iĂ&#x160;iÂ&#x2DC;Ă&#x152;Ă&#x20AC;Ă&#x17E;Ă&#x160; Â&#x2C6;Â&#x2DC;Ă&#x152;Â&#x153;Ă&#x160;Ă&#x152;Â&#x2026;iĂ&#x160;`Ă&#x20AC;>Ă&#x153;Â&#x2C6;Â&#x2DC;} UĂ&#x160;Ă&#x160; Â&#x153;Ă&#x160;Â?Â&#x2C6;Â&#x201C;Â&#x2C6;Ă&#x152;Ă&#x160;Â&#x153;Â&#x2DC;Ă&#x160;Ă&#x152;Â&#x2026;iĂ&#x160;Â&#x2DC;Ă&#x2022;Â&#x201C;LiĂ&#x20AC;Ă&#x160;Â&#x153;vĂ&#x160;iÂ&#x2DC;Ă&#x152;Ă&#x20AC;Â&#x2C6;iĂ&#x192; UĂ&#x160;Ă&#x160; Â?Â?Ă&#x160;Ă&#x20AC;>vyiĂ&#x160;iÂ&#x2DC;Ă&#x152;Ă&#x20AC;Ă&#x17E;Ă&#x160;vÂ&#x153;Ă&#x20AC;Â&#x201C;Ă&#x192;Ă&#x160;Â&#x201C;Ă&#x2022;Ă&#x192;Ă&#x152;Ă&#x160;LiĂ&#x160;Ă&#x192;Ă&#x2022;LÂ&#x201C;Â&#x2C6;Ă&#x152;Ă&#x152;i`Ă&#x160;Ă&#x153;Â&#x2C6;Ă&#x152;Â&#x2026;Ă&#x160;Ă&#x152;Â&#x2026;iĂ&#x160;`i>Â?iĂ&#x20AC;Ă&#x160;Â&#x2C6;Â&#x2DC;Ă&#x203A;Â&#x153;Â&#x2C6;ViĂ&#x160;LĂ&#x17E;Ă&#x160; iViÂ&#x201C;LiĂ&#x20AC;Ă&#x160;Ă&#x17D;ÂŁ]Ă&#x160;Ă&#x201C;ä£x UĂ&#x160;Ă&#x160; Ă&#x20AC;>Ă&#x153;Â&#x2C6;Â&#x2DC;}Ă&#x160;Ă&#x153;Â&#x2C6;Â?Â?Ă&#x160;LiĂ&#x160;Â&#x2026;iÂ?`Ă&#x160;Â&#x153;Â&#x2DC;Ă&#x160; >Â&#x2DC;Ă&#x2022;>Ă&#x20AC;Ă&#x17E;Ă&#x160;Ă&#x201C;Ă&#x2021;]Ă&#x160;Ă&#x201C;ä£Ă&#x2C6;Ă&#x160;­Â?Â&#x153;V>Ă&#x152;Â&#x2C6;Â&#x153;Â&#x2DC;Ă&#x160;Ă&#x152;Â&#x153;Ă&#x160;LiĂ&#x160;>Â&#x2DC;Â&#x2DC;Â&#x153;Ă&#x2022;Â&#x2DC;Vi`Ă&#x160;>Ă&#x152;Ă&#x160;>Ă&#x160;Â?>Ă&#x152;iĂ&#x20AC;Ă&#x160;`>Ă&#x152;iÂŽ UĂ&#x160;Ă&#x160; Ă&#x20AC;>Â&#x2DC;`Ă&#x160;ÂŤĂ&#x20AC;Â&#x2C6;âiĂ&#x160;Â&#x2C6;Ă&#x192;Ă&#x160;>Ă&#x160;Ă&#x201C;ä£Ă&#x2C6;Ă&#x160;,>Â&#x201C;Ă&#x160;ÂŁxää UĂ&#x160;Ă&#x160;-iVÂ&#x153;Â&#x2DC;`Ă&#x160;ÂŤĂ&#x20AC;Â&#x2C6;âiĂ&#x160;Â&#x2C6;Ă&#x192;Ă&#x160;>Ă&#x160;Ă&#x201C;ä£Ă&#x2C6;Ă&#x160;*Â&#x153;Â?>Ă&#x20AC;Â&#x2C6;Ă&#x192;Ă&#x160;,<,

TTo receive i your entry t form, f contact your local Chrysler, Dodge, Jeep or Ram dealer and purchase Mopar Remanufactured Transmissions and Engines.

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Mopar Masters Guild Magazine

Leaders in the Sale of Quality Mopar Parts

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Grow and Earn 2015 1-1-2015 through 12-31-2015 Incentivize your customers and your wholesale and retail sales teams!

Earn at each level. $40,000 = 15 X $10.00 gift cards $75,000 = $300.00 in gift cards $125,000 = Go Pro Hero - Silver $175,000 = $1500.00 credit or gift cards $225,000 = $2000.00 reimbursable marketing funds $275,000 = $2500.00 credit or gift cards $350,000 = Caribbean Cruise for two

Program Details: x Program Enrollment required x All incentives subject to 1099 x Only Tracy sourced parts count towards promo x Program runs from 1-1-2015 through 12-31-2015

Call your local Tracy representative for more information .

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Sept-Oct 2015

MOVE IT WITH MOPAR INSTALLER SWEEPSTAKES ÂŽ

ENTRY FORM Name: _______________________________________________________________________ Repair Shop / Fleet Name: _______________________________________________________ Address: _____________________________________________________________________ Phone: ______________________________________________________________________ Email: _______________________________________________________________________

RULES UĂ&#x160;Ă&#x160;*Ă&#x20AC;Â&#x153;}Ă&#x20AC;>Â&#x201C;Ă&#x160;Ă&#x20AC;Ă&#x2022;Â&#x2DC;Ă&#x192;Ă&#x160;vĂ&#x20AC;Â&#x153;Â&#x201C;Ă&#x160; >Â&#x2DC;Ă&#x2022;>Ă&#x20AC;Ă&#x17E;Ă&#x160;ÂŁ]Ă&#x160;Ă&#x201C;ä£xq iViÂ&#x201C;LiĂ&#x20AC;Ă&#x160;Ă&#x17D;ÂŁ]Ă&#x160;Ă&#x201C;ä£x UĂ&#x160;Ă&#x160;,iÂŤ>Â&#x2C6;Ă&#x20AC;Ă&#x160;Ă&#x192;Â&#x2026;Â&#x153;ÂŤĂ&#x192;Ă&#x160;>Â&#x2DC;`Ă&#x160;yiiĂ&#x152;Ă&#x160;VĂ&#x2022;Ă&#x192;Ă&#x152;Â&#x153;Â&#x201C;iĂ&#x20AC;Ă&#x192;Ă&#x160;Â&#x153;Â&#x2DC;Â?Ă&#x17E; UĂ&#x160;Ă&#x160;Ă&#x160; Ă&#x203A;iĂ&#x20AC;Ă&#x17E;Ă&#x160;ÂŤĂ&#x2022;Ă&#x20AC;VÂ&#x2026;>Ă&#x192;iĂ&#x160;Â&#x153;vĂ&#x160;>Ă&#x160; Â&#x153;ÂŤ>Ă&#x20AC;ÂŽĂ&#x160;,iÂ&#x201C;>Â&#x2DC;Ă&#x2022;v>VĂ&#x152;Ă&#x2022;Ă&#x20AC;i`Ă&#x160;/Ă&#x20AC;>Â&#x2DC;Ă&#x192;Â&#x201C;Â&#x2C6;Ă&#x192;Ă&#x192;Â&#x2C6;Â&#x153;Â&#x2DC;Ă&#x160;Â&#x153;Ă&#x20AC;Ă&#x160; Â&#x2DC;}Â&#x2C6;Â&#x2DC;iĂ&#x160;}iĂ&#x152;Ă&#x192;Ă&#x160;Â&#x153;Â&#x2DC;iĂ&#x160;iÂ&#x2DC;Ă&#x152;Ă&#x20AC;Ă&#x17E;Ă&#x160; into the drawing UĂ&#x160;Ă&#x160; Â&#x153;Ă&#x160;Â?Â&#x2C6;Â&#x201C;Â&#x2C6;Ă&#x152;Ă&#x160;Â&#x153;Â&#x2DC;Ă&#x160;Ă&#x152;Â&#x2026;iĂ&#x160;Â&#x2DC;Ă&#x2022;Â&#x201C;LiĂ&#x20AC;Ă&#x160;Â&#x153;vĂ&#x160;iÂ&#x2DC;Ă&#x152;Ă&#x20AC;Â&#x2C6;iĂ&#x192; UĂ&#x160;Ă&#x160; Â?Â?Ă&#x160;Ă&#x20AC;>vyiĂ&#x160;iÂ&#x2DC;Ă&#x152;Ă&#x20AC;Ă&#x17E;Ă&#x160;vÂ&#x153;Ă&#x20AC;Â&#x201C;Ă&#x192;Ă&#x160;Â&#x201C;Ă&#x2022;Ă&#x192;Ă&#x152;Ă&#x160;LiĂ&#x160;Ă&#x192;Ă&#x2022;LÂ&#x201C;Â&#x2C6;Ă&#x152;Ă&#x152;i`Ă&#x160;Ă&#x153;Â&#x2C6;Ă&#x152;Â&#x2026;Ă&#x160;Ă&#x152;Â&#x2026;iĂ&#x160;`i>Â?iĂ&#x20AC;Ă&#x160;Â&#x2C6;Â&#x2DC;Ă&#x203A;Â&#x153;Â&#x2C6;ViĂ&#x160;LĂ&#x17E;Ă&#x160; iViÂ&#x201C;LiĂ&#x20AC;Ă&#x160;Ă&#x17D;ÂŁ]Ă&#x160;Ă&#x201C;ä£x UĂ&#x160;Ă&#x160; Ă&#x20AC;>Ă&#x153;Â&#x2C6;Â&#x2DC;}Ă&#x160;Ă&#x153;Â&#x2C6;Â?Â?Ă&#x160;LiĂ&#x160;Â&#x2026;iÂ?`Ă&#x160;Â&#x153;Â&#x2DC;Ă&#x160; >Â&#x2DC;Ă&#x2022;>Ă&#x20AC;Ă&#x17E;Ă&#x160;Ă&#x201C;Ă&#x2021;]Ă&#x160;Ă&#x201C;ä£Ă&#x2C6;Ă&#x160;­Â?Â&#x153;V>Ă&#x152;Â&#x2C6;Â&#x153;Â&#x2DC;Ă&#x160;Ă&#x152;Â&#x153;Ă&#x160;LiĂ&#x160;>Â&#x2DC;Â&#x2DC;Â&#x153;Ă&#x2022;Â&#x2DC;Vi`Ă&#x160;>Ă&#x152;Ă&#x160;>Ă&#x160;Â?>Ă&#x152;iĂ&#x20AC;Ă&#x160;`>Ă&#x152;iÂŽ UĂ&#x160;Ă&#x160; Ă&#x20AC;>Â&#x2DC;`Ă&#x160;ÂŤĂ&#x20AC;Â&#x2C6;âiĂ&#x160;Â&#x2C6;Ă&#x192;Ă&#x160;>Ă&#x160;Ă&#x201C;ä£Ă&#x2C6;Ă&#x160;,>Â&#x201C;Ă&#x160;ÂŁxää UĂ&#x160;Ă&#x160;-iVÂ&#x153;Â&#x2DC;`Ă&#x160;ÂŤĂ&#x20AC;Â&#x2C6;âiĂ&#x160;Â&#x2C6;Ă&#x192;Ă&#x160;>Ă&#x160;Ă&#x201C;ä£Ă&#x2C6;Ă&#x160;*Â&#x153;Â?>Ă&#x20AC;Â&#x2C6;Ă&#x192;Ă&#x160;,<, UĂ&#x160;Ă&#x160;7Â&#x2C6;Â&#x2DC;Â&#x2DC;iĂ&#x20AC;Ă&#x160;Ă&#x20AC;iĂ&#x192;ÂŤÂ&#x153;Â&#x2DC;Ă&#x192;Â&#x2C6;LÂ?iĂ&#x160;vÂ&#x153;Ă&#x20AC;Ă&#x160;>Â?Â?Ă&#x160;Ă&#x152;>Ă?iĂ&#x192;]Ă&#x160;Â?Â&#x2C6;ViÂ&#x2DC;Ă&#x192;iĂ&#x160;>Â&#x2DC;`Ă&#x160;viiĂ&#x192;

Submit dated invoice and completed entry form to: Tracy Industries, Inc. >Ă?\Ă&#x160;­xĂ&#x2C6;Ă&#x201C;ÂŽĂ&#x160;Ă&#x2C6;Â&#x2122;Ă&#x201C;Â&#x2021;nxx{]Ă&#x160; Ă&#x152;Ă&#x152;Â&#x2DC;\Ă&#x160;9Â&#x153;Â?Ă&#x17E; >Â&#x2C6;Â?\Ă&#x160;/Ă&#x20AC;>VĂ&#x17E;Ă&#x160; Â&#x2DC;`Ă&#x2022;Ă&#x192;Ă&#x152;Ă&#x20AC;Â&#x2C6;iĂ&#x192;Ă&#x160;,>vyiĂ&#x160;*Ă&#x20AC;Â&#x153;}Ă&#x20AC;>Â&#x201C;]Ă&#x160;Ă&#x17D;Ă&#x2021;Ă&#x17D;Ă&#x2021;Ă&#x160;-°Ă&#x160; >ÂŤÂ&#x2C6;Ă&#x152;Â&#x153;Â?Ă&#x160; Ă&#x203A;i]Ă&#x160;7Â&#x2026;Â&#x2C6;Ă&#x152;Ă&#x152;Â&#x2C6;iĂ&#x20AC;]Ă&#x160; Ă&#x160;Â&#x2122;äĂ&#x2C6;ä£ This contest is in no way sponsored, endorsed or administered by FCA US LLC.

Š2015 Tracy Industries, Inc. Chrysler, Dodge, Jeep, Ram and Mopar are registered trademarks of FCA US LLC. Polaris and RZR are registered trademarks of Polaris Industries, Inc.

Mopar Masters Guild Magazine

Leaders in the Sale of Quality Mopar Parts

27

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

28

Sept-Oct 2015

Hi all, Kat here with another segment of the View From My Office. I am wri ng this on a plane crossing over the great US of A on my way to Chicago! I know, not your typical Parts Driver kind of day but being married to Rick Monteiro always brings on new adventures! I am very excited to see our Mopar friends for the weekend before our husbands have to go indoors and a end the Performance Group mee ngs on Monday and Tuesday. Rick was to have mee ngs with Elite Extra in Wisconsin, then the mee ngs were canceled - so - he asked if I wanted to go to Chicago and of course I said yes! Since it was all last minute we are flying in on different airlines and at different mes! A bit crazy but part of the fun. Rick le at 5:30 am this morning, when I went into work. I did my morning deliveries then ran out the door and caught a ride to the airport with our daughter Terra. Go a love last minute and cheep flights on Spirit Airlines. Have myself a first class seat - even though it comes with no frills, it is al a carte, pay extra for every li le thing but I’ll take the comfort any me! I have my bag full of goodies I don’t need no champagne any way!

So we are mee ng up with Marvin & Laura Windham, Dan & Jamie Hu on and Mike & Sherrie Gerber for the weekend to explore Chicago. Can’t wait to have a Chicago Dog and a Chicago Pizza and to walk on the Skydeck at Sears Tower! I know, it’s the middle of summer and it is going to be hot and humid - and I hate that kind of weather but Escondido was 97 degrees when I le and it is going to be in the hundreds over the weekend so I’ll just keep that in mind when I’m complaining! At least we will be somewhere new and have that exploring adrenaline!

Things have been good at Jack Powell CJD this past couple months. Business is good and we are staying very busy. We have been tagged by the Mystery Shopper these past few months and our parts advisors have been doing a great job making us #1 in the country!. Terra was in working the warehouse while home from ASU. She is a hard worker and just gets things done. We all miss her when she leaves. And as “mom” I enjoy riding to and from work with her and seeing her throughout the day. And I do admit I get a li le extra a en on from her when she helps me load or unload my truck! Can’t lie - I like having her around! Of course she helps all the other drivers to.

In July Jason Powell asked our advisor Chuck Fenley if he would like to take one of the new Challengers to the Fallbrook Car Show. Of course Chuck - our Mopar, Challenger, Charger enthusiast - said yes! He was very excited about driving the Challenger for the day. So he picked up a real black beauty, had all his cleaning supplies and rags to make her shine, picked up display signs and was all ready for a great day , gets all set up, the car is looking awesome - and what happens? It rains! Rain - you know that wet stuff that we don’t get in Southern California! And it doesn’t just sprinkle a li le bit and go away, nope it was persistent.

Continued on Page 29

Mopar Masters Guild Magazine

Leaders in the Sale of Quality Mopar Parts

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Continued from Page 28 It would rain a li le and stop so Chuck would grab his supplies and dry the car off, spray it down and get it beau ful and no sooner did he sit back to enjoy, it would spritz rain, so back at it he would go - several more mes he would do this un l the heavens opened up and down came the rain with no end in site! Of all days. I mean it was good for our drought stricken county, but I think it could have waited ll a er the car show! Chuck told me the drive made it all worth it!

Another amazing thing that happened to our parts department was a connec on Rick made in Chicago with Brandon Eckenrode. Brandon represents the Collision Repair Educa on Founda on. As you know many schools have eliminated Auto Shop from their curriculum, along with other trade related classes. A very bad deal for our kids that want to learn a trade and be able to work. The schools that do have Auto Shop do not have district support and are unable to fund projects or buy supplies. That is where the Collision Repair Educa on Founda on steps in! Their mission statement reads “Support collision repair educa onal programs, schools, and students to create qualified, entry level employees and connect them with an array of career opportuni es.” .

This is your opportunity to donate unwanted, unreturnable, new, used, obsolete parts to a place where they will find new life! Students learn how to rebuild, refinish, reshape these parts. Hands on learning. My picture shows the delivery of parts to the only San Diego school with an auto shop program - Morse High School. The shop teacher, Leonardo Zarate and his students were so happy and apprecia ve when our driver Noa showed up with a Pro Master full of parts! I have included Branson’s contact info and the web site.

Please take a look at it. When you have something to donate Brandon will be able to tell you where and who to donate to. This is such an awesome program! And by helping out these teachers and students we are only benefi ng our industry!

Director of Development - Collision Repair Educa on Founda on 5125 Trillium Blvd. - Hoffman Estates, IL 60192 (847) 463-5244 - Direct - (847) 463-5444 - Fax Brandon.Eckenrode@ed-founda on.org SUPPORT YOUR INDUSTRY & DONATE TODAY!

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

30

Sept-Oct 2015

Sweat the Small Stuff Why paying aƩenƟon to a few liƩle things can create a big return Kevin Rains – Fender Bender Magazine SomeƟmes it’s the liƩle things that earn a customer’s apprecia on and loyalty. Like the self-proclaimed soccer mom who, a er we did over $12,000 in repairs to her new Odyssey—including frame rails, airbags and suspension work—raved about us because we took the me to vacuum some Cheerios off the carpet near the back seat. The van had been in our shop ge ng very technical repairs done for almost two weeks, yet something we did in the last 20 minutes before pick up is what got no ced and appreciated.

Then just last week I had a customer, a graphic designer by trade, say to me, “I knew you were the shop for me when I saw your es mate cover sheet.” Really? Such a li le thing! It only costs us a few cents to produce and a couple of seconds to staple to our es mates. Yet because he values good visual design, that made a big impression on him.

I remember the day I decided to do an es mate cover sheet. I went out to a car to write an es mate and no ced there were three other es mates already on the front seat. As I looked down at the es mates, one of them stood out. It was printed on off-white paper that was thicker stock than the other two. It set itself apart just by being a different color and grade of paper.

That’s when I designed a cover sheet with an introduc on from me, our logo and brand colors, a picture that expresses one of our values, and a tes monial from a happy customer at the bo om.

There’s a great book called “Influence” by Dr. Robert Cialdini that demonstrates how li le things can have a large effect. Below are three of the key levers that he describes in the book with a short commentary on how I’ve used them.

Reciprocity, the old give and take. When someone gives us something, we feel obligated to return the favor.

This is not something we are even taught. It’s just how we’re hard wired. And it’s universal. Most shops already prac ce this with a “free es mate.” But how can you use authen c generosity to gain a customer’s loyalty? What about buffing out a scratch at no addi onal charge? Or even something as simple as offering a cold drink while they wait for their es mate. We have free swag like key chains and branded Post-it notes available on our counter as well.

Small commitments lead to bigger ones. People want to act consistently. Again, this is an innate desire. When we make a small commitment, it’s easier to build on that with a larger one. This is why we always ask people if they’d like to be put on our calendar. Even if they are not sure, we just offer to pencil them in and if they decide differently, they can call us. If they are ready to schedule right a er the es mate is wri en, we ask them to sign an authoriza on explaining that this gives us the go-ahead to order parts and begin interfacing with the insurance company. Once someone has agreed to be on the calendar or, even be er, has signed an authorizaon, we can be sure that they are coming in for the repairs. These ny commitments are o en what seal the deal on several-thousand-dollar claims because now the customer is invested in seeing it through.

Social proof and making decisions based on what others have done. One of the key tools that everyone uses to make a decision is to discover what others have done. This is why bartenders will “salt” their p jar with a few dollars.

Continued on Page 31

Mopar Masters Guild Magazine

Leaders in the Sale of Quality Mopar Parts

31

Continued from Page 30

This gives the impression that others have already contributed and makes the real first pper feel like they are just the next person to do it. This is also why tes monials are so crucial. And once you have one, whether it is from an online review or a handwri en thank you note, put it on all of your marke ng materials, from your es mate cover sheet to your website.

Those are a few examples of some small tac cs that can yield a big return. I hope to cover many others in future columns, so stay tuned. And if you’d like a copy of my es mate cover sheet, I’m more than happy to share it. Just contact me at krains@fenderbender.com.

Source: www.fenderbender.com

AASP/NJ Warns Members after Vermont Inspection Mechanic Arrested A er a Vermont automo ve technician was arrested last week for manslaughter following an allegedly incomplete inspec on, the Alliance of Automo ve Service Providers of New Jersey sent out an urgent warning to its members. Literature distributed by AASP/NJ Execu ve Director Charles Bryant reminds shops that when using compromised parts in a car due to Direct Repair agreements, the liability s ll remains with the repairer – the insurer’s refusal to pay will not count as an excuse in a court of law.

On Tuesday, August 11, a Vermont mechanic, Steven Jalbert, was arrested for manslaughter a er what prosecutors allege was an incomplete inspec on on a 1992 Chevrolet Corsica in May 2014, which allegedly led to the driver’s death two months later. The inves ga on uncovered that the brake lines and rocker panels in the vehicle were rusted and corroded, classifying them as in “visibly unsafe condi on.” The police affidavit showed that the mechanic did not take basic steps in inspec ng the car, such as tes ng the brakes, pu ng the car on a li , removing a wheel or tes ng it on the road. Jalbert, who worked at an inspec on facility that is licensed by the Vermont Department of Motor Vehicles, was using an out-of-date manual as reference. Jalbert has pleaded not guilty, but if convicted on all charges, he faces up to 16 years in prison.

“This should be a wake-up call to the collision industry,” Bryant says. “It’s one thing if you allowed a bad job to get out of your shop and were sued – there’s insurance to cover things like that – but to go to jail for doing a careless job is a whole different story. So many shops try to do the right thing but are told by insurers that they won’t properly reimburse them for what needs to be done. They say things like they will only pay for used suspension, which, in my opinion, is the worst thing that could be done! Used suspension from a total loss should never be used; there could be internal damage that puts peoples’ lives in jeopardy. We have to stand up and say no in cases like that.”

Source: www.collisioneweek.com

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

32

Sept-Oct 2015

2015 M MMG MG C Com o m m itte i t t ees es Officers: President Vice President Treasurer Secretary

Rick Cutaia Andy Reed Susan McDaniel Susan McDaniel

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

ExecuƟve CommiƩee All of the above as well as: Marvin Windham Rick Monteiro Joe McBeth Paul Allred

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

CommiƩees: Vendor Chairman

Paul Allred

Stateline CJD - Fort Mill, SC

NewsleƩer

Don Cushing

Bald Hill DCJ – Warwick, RI

Nada 2016 Planning

Susan McDaniel

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

Membership

TBA

Finance CommiƩee

Susan McDaniel Rick Cutaia

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

CDK Global

Gerry Oaks Paul Allred Andy Reed Rick Monteiro

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

Reynolds & Reynolds

Rick Cutaia Susan McDaniel Marvin Windham

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

Dan Hu on Paul Allred Steve Hofer

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

Dealer Tire

Susan McDaniel Marvin Windham Joe McBeth

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

UPS

Glen Hojnacki

Milosch’s Palace CJD – Lake Orion, MI

Tracy Industries

Mike Mulkins

Go Chrysler Jeep West - Golden, CO

Katzkin

Mike Gerber

Rairdon CDJ - Kirkland, WA

Vendor CommiƩees

OEConnecƟon Snap-On

Mopar Masters Guild Magazine