Mopar Masters Guild Magazine 32.5 Meeting September - October 2024 by Don Cushing

From the Desk of MMG President Cody Eckhardt “A Positive Future for the Mopar Masters Guild”

Dear Guild Members,

Mee ng 32.5 is oﬃcially in the books! I want to extend my heartfelt thanks to everyone who a ended and made this event such a success. Your par cipa on and engagement are what drives this organiza on forward.

A special thank you goes to the Execu ve Commi ee for their unwavering support and leadership. Addi onally, I want to recognize Don and Jill for all the work they put in behind the scenes to plan this event. Your eﬀorts made everything run smoothly, and we are truly grateful.

We are excited to welcome Helm as our newest Tier 1 vendor partner! Also, a warm welcome back to CDK as a Tier 1 suppor ng vendor—we’re glad to have you on board again.

Our mee ngs with Mopar execu ves were produc ve and set the stage for meaningful progress. We are making great strides in strengthening our partnership with Mopar, and I am op mis c about the posi ve changes on the horizon.

The event at Beer Park was an absolute highlight! It was fantas c to see our vendors, members, and Mopar representa ves come together in a casual, relaxed se ng. These moments of connec on are invaluable in fostering strong rela onships across the board.

Lastly, don’t forget to check out Don’s pictures from the event in the newsle er—they capture the spirit of this amazing gathering perfectly.

Thank you all once again for your dedica on and support. I look forward to seeing where we go from here as we con nue building on this momentum.

Sincerly,

Cody

Cody Eckhardt - President - Mopar Masters Guild Service Director - Ken Garff CDJRF - W. Valley City UT

The best way to predict the future is to create it

~Abraham Lincoln

Mopar Masters Guild Meets in Las Vegas

Evolu on of the Mopar Masters’ Annual Mee ng

The Mopar Masters Guild (MMG) made a signiﬁcant change in 2024 by shi ing the ming of their annual mee ng. Tradi onally held in conjunc on with the Na onal Automobile Dealers Associa on (NADA) event in January, MMG moved its mee ng to the fall to precede the Mopar Service & Parts Business Conferences. This year, the event coincided with the Mopar Service & Parts West Business Conference in Las Vegas.

Thanks to the leadership of MMG President Cody Eckhardt, the MMG Oﬃcers, and the Execu ve Commi ee, the transi on to a fall schedule was smooth, despite the short me since their January mee ng at NADA. The event, humorously dubbed the “32.5 Mee ng of the Mopar Masters Guild,” saw an impressive turnout, given the quick turnaround.

A key ﬁgure behind the event’s success was Jillian Vance, CEO of Apogee Event Group, whose a en on to detail ensured that the mee ng space and events were seamlessly organized. Members began arriving on Saturday, September 7th, and the New York-New York Hotel & Casino provided a perfect venue for reconnec ng and preparing for the three days of business mee ngs.

I happened to meet up with Rick and Kat Monteiro along with Susan McDaniel in one of the hotel’s eateries. Although late, we had some great conversa on as well as input for the mee ng ahead of us. I then went to the mee ng rooms to check out the se ngs and make sure everything was in order so we could get a fast start to the following morning’s mee ng.

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

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Day 1 - Sunday – September 8th, 2024

Not to sound repe ve, and, as we have men oned this many, many mes during the existence of the Mopar Masters Guild, any informa on 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 and MMG Guild 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 Execu ves’ presenta ons and dialogue will only lightly touch upon what was presented.

The 32.5 Mopar Masters Guild (MMG) Mee ng kicked oﬀ with opening remarks from President Cody Eckhardt, who acknowledged the strong turnout despite the recent changes in the Guild’s schedule and structure. “I want to welcome everyone to the 32.5 Mopar Masters Guild Mee ng,” he said. “It’s great to see such a good turnout considering the changes that we’ve begun to go through.”

Eckhardt then introduced Vice President Jim Jaeger, who shared his op mism about the Guild’s direc on. Jaeger expressed his support for the ongoing changes, emphasizing the importance of adapta on and growth. He voiced conﬁdence in the posi ve outcomes these changes could bring, including the poten al to a ract new members and further strengthen the group.

Following Jaeger’s remarks, Eckhardt returned to the podium, addressing both seasoned members and newcomers. “I see a few new faces, and I want everyone to feel welcome,” he said. “I know the ﬁrst me I joined this group, I could feel the energy. You look around the room and see a lot of experienced people. Let’s make sure we all welcome the new members and remind everyone of our Guild mo o: the exchange of informaon by like-size dealers in a non-compe ve environment.”

Eckhardt’s warm welcome set a collabora ve tone for the rest of the mee ng, reinforcing the core values of the Guild and encouraging ac ve par cipa on from all a endees.

Going around the room, we heard from a ending members and short bios from each one. A endees at our mee ng were:

Kris Arnold BETTENHAUSEN AUTOMOTIVE

Susan McDaniel BILL LUKE CJDR

Jim Jaeger BOSAK MOTORS OF MERRILLVILLE

Ted Hawkins CERRITOS DODGE

Casey Brown COVERT CDJR

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Leaders in the Sale of Quality Mopar Parts

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John Russo DALLAS DODGE CJR

Joe McBeth DALLAS DODGE CJR

Dean Taylor DEPENDABLE CDJR

Chris Brodeur GLENN E. THOMAS

Tom Kellogg HAROLD ZEIGLER CDJR

Brent Richmond HAROLD ZEIGLER CDJR

Stuart White HENDRICK DODGE RAM FIAT

Randy Rogers HUFFINES CDJR PLANO

Rick Monteiro JACK POWELL CDJR

Cody Eckhardt KEN GARFF WEST VALLEY CDJRF

Andrew Hirschmann KEN GARFF WEST VALLEY CDJRF

Robert Chatwin LARRY MILLER CJDR SANDY

Don Cushing MMG MAGAZINE PUBLISHER

Steve Hofer PARK CHRYSLER JEEP

Ken Nelson PARK CHRYSLER JEEP

Bryce Johnson PERKINS MOTORS

Randall Collins PERKINS MOTORS

Tom Rogers PERKINS MOTORS

Chris Hojnacki SERRA LAKE CDJR

Dan Hu on TOM OBRIEN CJDR

Steve Anderson TONKIN PARTS CENTER

The mee ng con nued with the Secretary’s presenta on, led by John Russo, who provided a detailed review of the minutes from the previous gathering. Following Russo, Chris Hojnacki, the Guild’s Treasurer, delivered the Treasurer’s Report, oﬀering a ﬁnancial update. Both reports were mo oned for acceptance, seconded, and approved by the members. The group was then updated on the ac vi es of the Vendor Commi ees, which highlighted the importance of collabora on with suppor ng vendors.

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

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The networking aspect of the mee ng was emphasized as a key component. Joe McBeth took the opportunity to speak passionately about recrui ng new members. “We made this dras c change in our mee ng to coincide with the Mopar business conferences. I’d like to see 50, 60, even 70 members si ng in these seats. We want more par cipa on. There is strength in numbers and power in knowledge. Talk to your friends and colleagues. Get them involved. We need that voice,” McBeth urged, underlining the Guild’s need for growth.

Susan McDaniel echoed these sen ments, reinforcing the value of networking within the Guild. “I think we are so fortunate to be able to come to these mee ngs and network with each other,” she said. “One person may be good at one thing while another excels in a diﬀerent area, and so on with all the diﬀerent dealers par cipa ng here. When you leave and you’re back at your store with a problem, you know who you can count on. Pick up that phone and call one of the Masters that you met here.”

She added that the environment of the Guild is designed to help members find solu ons and new strategies for the challenges they face daily. “This should be a relaxing environment that helps us all find opportuni es and solu ons to problems,” McDaniel said, encouraging members to seek different perspec ves and ideas.

President Cody Eckhardt then shared a final thought before the Vendor presenta ons, emphasizing the vital role that vendors play in the organiza on. “Concerning all the Vendors that we will be mee ng with over the next few days, keep in mind, we don’t know what the future holds for any of us. Our Vendors are a cri cal part of our organiza on, and listening to what they have to offer is so important,” Eckhardt stated. He highlighted that while not every vendor’s offering may seem immediately relevant, there may come a me when their services will be crucial to the business.

“As a service manager, I’m excited to hear what our Suppor ng Vendors have to present to us this year,” he concluded, se ng a posi ve tone for the upcoming vendor presenta ons.

3 ques ons were presented to members a week before our mee ng for discussions.

1. What is going right in your store?

2. What is going wrong?

3. If you could change ONE thing with Mopar, what would you change?

These ques ons helped give us direc on in our conversa ons. Guild business discussions also included:

MRA’s VIO’s ROI

Growth Dealer Connect ARO

CDK Crash Inventories POS Systems

Wi-advisor Performance Groups Lifestyles

Followed by:

• Special Tool Programs

• Poten al New Vendors

• Recrui ng New Members

• The eﬀect of Collision Avoidance Systems

• Dealer Rewards

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Leaders in the Sale of Quality Mopar Parts

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• Cataloging

• Vendor Programs Being U lized by Members

• Product Availability (Supply Chain)

• Backorders

• Filing Claims

• Price Increases

• Referrals

• Fascia Pickup

• Electric Vehicles/Is anyone prepared for ba ery storage and/or containment?

Great input from all a endees!

We then broke for lunch and, upon returning, we began our Vendor Presenta ons.

The

ﬁrst Suppor ng Vendor to present at the Mopar Masters Guild mee ng was Endeavor Business Media, represented by Chris Messer, VP/Publisher, and Melody Todd, Sr. Account Execu ve. Melody Todd kicked oﬀ the presenta on by highligh ng Endeavor’s long-standing rela onship with the MMG, no ng, “Endeavor Business Media has been a Suppor ng Vendor of the Mopar Masters Guild since 2009 and is the Exclusive Media Partner of the MMG! The only one!”

Chris Messer followed by expressing their excitement about con nuing their support for the Guild, men oning that Endeavor would also be present at the Mopar West Business Conference. He then provided a brief overview of Endeavor Business Media for those unfamiliar with the company and its extensive oﬀerings.

Chris and Melody outlined the various markets covered by Endeavor, with two being par cularly relevant to MMG members: FenderBender and Ratchet+Wrench, both leading publica ons in the vehicle repair and collision markets. However, they emphasized Endeavor’s remarkable expansion and growth across mul ple sectors.

They posed the ques on: “Why partner with Endeavor?” and followed up with compelling reasons:

 Over 100 Media Brands with an unmatched por olio of marke ng services designed to engage and educate.

 High-Performance Content reaching over 13 million decision-makers in high-growth markets such as:

o Avia on

o Infrastructure

o Commercial Vehicle

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o Vehicle Repair

Addi onally, Endeavor oﬀers a wide array of adver sing and marke ng solu ons tailored to the automo ve industry:

 Custom Print Adver sing

 Mopar Templated Ads

 Mopar Mul -Dealer Print Adver sing

 RepairLink and CollisionLink Mul -Dealer Print Adver sing

 Online Digital Adver sing

 Audience Extension Adver sing

A highlight of their presenta on was the introduc on of a new service: Endeavor Business Intelligence. This full-service market research tool delivers valuable data and insights, enabling businesses to make informed decisions. “We’re delivering all the cri cal ingredients to bring data to life,” they noted.

Chris and Melody wrapped up their presenta on with a “Town Hall” style conversa on, allowing a endees to ask ques ons and dive deeper into how Endeavor’s tools and services can help their businesses grow. The interac on encouraged a lively exchange of ideas and gave MMG members insight into how they could leverage Endeavor’s oﬀerings to be er engage with their markets.

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The next presenter at the Mopar Masters Guild mee ng was Bow e Solu ons, represented by Ma Raymond, COO. Bow e Solu ons oﬀers a service BDC (Business Development Center) speciﬁcally tailored for the automo ve industry. Their focus is on solving a cri cal challenge for dealerships: improving the contact rate with customers, par cularly regarding special order parts.

Raymond explained the issues that dealerships face, no ng that only 53% of customers with special order parts are being contacted. This is largely due to service advisors being overburdened with other responsibili es, leaving li le me to follow up with customers. To solve this, Bow e Solu ons uses a comprehensive communica on strategy involving phone calls, text messages, and even ringless voicemails to ensure contact is made.

Key points from Bow e Solu ons’ approach:

 A systema c process is implemented to ensure all customers are no ﬁed about their parts.

 Mul ple touchpoints (calls, texts, voicemails) are used to maximize customer engagement and reduce the number of unclaimed parts.

 Data-driven insights: Bow e Solu ons provides dealerships with detailed reports on their communica on campaigns, including informa on on customers who no longer need their parts.

 Customized messaging, using the customer’s name, is employed to create a more personalized and effec ve communica on experience.

This approach helps to reduce storage issues related to unclaimed parts while also improving customer service and eﬃciency within the dealership.

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Next, Petra Automo ve Products was introduced, represented by Mike Burns, Na onal Accounts Director, and Arnold Gacita Jr., Global Vice President. Petra is a leader in automo ve maintenance chemicals and services, with a strong presence in over 5,000 dealerships across the USA. Founded by Arnold Gacita in 2010, Petra has consistently delivered products designed to improve vehicle performance and customer sa sfac on.

Burns and Gacita highlighted Petra’s Mopar-branded products, with 11 Mopar-specific products currently available. They emphasized Petra’s ongoing innova on in the field, offering unique warranty programs and extensive vehicle maintenance training that sets them apart from compe tors. Petra’s mission is to create solu ons that extend a vehicle’s life and enhance performance.

Key oﬀerings from Petra:

 Service incen ves and dealer brand loyalty rewards

 Promo onal opportuni es for dealerships to increase sales.

 Direct delivery of products, elimina ng middlemen.

 Sales teams, marke ng materials, and training programs to help dealerships maximize the use of Petra products.

 Petra provides equipment programs, oﬀering necessary tools to dealerships when they purchase their chemicals, making it easier for them to implement Petra’s products.

Burns and Gacita concluded their presenta on with a Q&A session, where they addressed dealer ques ons and provided addi onal insights into how Petra’s products and services could enhance the overall eﬃciency and performance of dealership opera ons.

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The next presenta on came from Ac vator, represented by Bobby Gaudreau, VP of Sales & Marke ng Gaudreau outlined the agenda for his presenta on, which focused on the importance of data quality and how Ac vator’s solu ons can drive dealership success:

• Quan fy & Qualify the Cost of Bad Data

• The High Cost of Bad Data

• Data Analysis & Data Management Layer

• Ac vator Solu on V.1 and V.2

• Mopar Masters Guild Oﬀer: Three-Month Proof of Concept (POC)

• Customer Campaign Overview

• Flat Fee Pricing

Key points from Ac vator’s presenta on:

 Bad data is costly for dealerships, resul ng in wasted resources and missed opportuni es. Ac vator helps address this by improving data quality and analysis.

 Data management: Ac vator provides a comprehensive data management layer that cleans and uniﬁes customer data, ensuring that it is accurate and ac onable.

 Ac vator Solu on Versions: Gaudreau introduced Version 1 and Version 2 of Ac vator, each with enhanced features aimed at improving customer engagement and driving revenue growth.

 Proof of Concept (POC): Ac vator oﬀered Mopar Masters Guild members a special three-month Proof of Concept to demonstrate the solu on’s eﬀec veness.

 Campaign Management: Ac vator automates marke ng campaigns, u lizing the uniﬁed data to create personalized customer journeys that engage clients across mul ple channels.

 Flat Fee Pricing: Ac vator oﬀers ﬂat-fee pricing to simplify budge ng for dealerships.

The presenta on underscored Ac vator’s ability to improve customer engagement and streamline dealership opera ons, ul mately leading to higher revenue and a more eﬃcient business model.

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

Our Supporting Vendors: Support those who support you .

Our Supporting Vendors: Support those who support you

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The next presenta on came from Be er Car People, represented by Tiﬀany Peeler, VP of Sales. Peeler introduced Be er Car People as a team of automove experts providing tech-enabled solu ons that transform how dealerships operate. With over 1,200 dealer partners across the U.S. and Canada, the company was established in 2010 with its core program, First Quality Response™.

Who is Be er Car People?

Be er Car People is not just an autoresponder service. Their First Quality Response™ is a tech-enabled solu on combining intelligent technology with live, onshore agents to create dynamic, customized responses for incoming leads 24/7. This ensures prompt and personal engagement with poten al customers, without taking control away from dealerships. Dealers maintain full control over lead management and can decide when Be er Car People steps in to assist.

Why use Be er Car People?

Peeler addressed a common concern from dealers who prefer to personally contact their customers, explaining that Be er Car People only responds when the dealership can’t. This system allows for maximum ﬂexibility while ensuring that no lead goes una ended, par cularly during busy mes or oﬀ-hours.

Key aspects of their services:

 They respond to all Stellan s Leads, with the op on to handle other lead sources as well.

 Services are approved through MarketCenter.

Digital Voice AI

Peeler introduced Digital Voice AI, a conversa onal AI tool designed to improve inbound call processes. Unlike tradi onal scripted chatbots, Digital Voice AI mimics real human interac on, oﬀering an intelligent, programma c way to engage with customers. It can handle unexpected situa ons, making it far more adap ve than scripted systems.

Myths about Voice AI: Peeler dispelled common misconcep ons about voice technology, explaining that customers are increasingly comfortable and trus ng of voice-based interac ons. She emphasized the opera onal and economic advantages of using Voice AI, par cularly for streamlining service opera ons and improving eﬃciency.

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Through case studies and prac cal examples, Peeler demonstrated how dealerships can leverage Voice AI to enhance customer service, reduce response mes, and provide a seamless conversa onal experience. The technology offers a cost-effec ve solu on that reduces the burden on staff while improving customer engagement.

During the Q&A session, Tiﬀany Peeler provided further insights into how Voice AI works in prac ce and discussed what dealerships should look for when considering a voice solu on. She highlighted how Voice AI helps dealerships stay compe ve and meet the growing expecta ons of tech-savvy customers.

This completed our ﬁrst day of MMG Mee ngs. Members then le to enjoy the sounds and sights of Las Vegas for the evening.

Day 2 - Monday – September 9th, 2024

A er enjoying a great breakfast, we all gather back in our mee ng room to welcome our ﬁrst presenter of the day.

Our opening presenta on was AER Sales, represented by David Carroll, Vice President and Chief Opera ng Oﬃcer. Carroll opened his presenta on by acknowledging the Mopar Masters Guild’s contribu on to AER’s growth, especially in terms of sales volume and support, emphasizing how the Guild’s input has been instrumental in shaping their program. He provided an update on AER’s Mopar Powertrain program, which has seen impressive expansion.

Key updates from AER:

 Dedicated Mopar-only sales team members, ensuring a focused approach to the brand.

 Signiﬁcant inventory growth: AER now holds $58.7M in on-hand inventory, with an addi onal $123M on order, covering 1,400+ part numbers.

 Con nued strong support and collabora on with the Mopar Masters Guild.

Marke ng and Dealer Support:

 Mopar brand awareness materials: Carroll discussed promo onal items such as hats, counter mats, jackets, and Mopar giveaways, as well as Jasper replacement signs to build brand visibility at trade shows and business conferences.

 2024 Partner Dealer Program: This program aims to strengthen the rela onship with key dealers.

Focus on the Service Drive:

Carroll highlighted AER’s renewed focus on Service Drive Training:

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 Monthly updates targe ng the Top 10 dealers per sales rep.

 Lost opportunity reports to help dealerships iden fy where they are missing sales.

 Training modules designed to teach service advisors how to sell OEM parts, par cularly powertrains, in the service lane.

 Overcoming objec ons and strategies for conquest powertrain sales.

 Monthly follow-ups to ensure progress.

Expanding Reach to IRF/Fleet:

 AER is building brand awareness through IRF (Independent Repair Facility) and ﬂeet calls.

 2024 IRF promo on has garnered over 3,000 entries so far, showing solid engagement.

Purchase Incen ves:

 AER oﬀers monthly/quarterly purchase incen ves to encourage dealers to stock fast-moving parts.

 These programs typically run for two days, with incen ves based on purchase levels.

New Ini a ves:

 Carroll introduced a Core Retrieval Pilot Program, aimed at improving the core return process to further op mize inventory management.

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David Carroll invited feedback from the Guild on several important ques ons:

 Incen ves: How are dealers using current incen ves—whether to market the product, reward employees, or engage good customers? What could be changed to be er capture ﬂeet and wholesale business?

 Service drive engagement: How can advisors be be er engaged in selling powertrain products in the service lane? Is there a need for addi onal training, and what’s the best way to implement it without causing disrup on?

 Sales support: Carroll asked for feedback on AER’s sales staﬀ, par cularly how frequently the sales reps visit, if they conduct IRF calls with the dealers, and how eﬀec ve they are at helping dealerships grow their business. He also inquired about areas where the sales team could improve.

The session ended with great ques ons from Carroll and valuable feedback from the a endees, se ng the stage for con nued improvements in AER’s programs and dealer support eﬀorts.

Our next guest presenter was Dave Bowling, A ersales Specialist for OEM Partnerships at Reynolds & Reynolds. Bowling highlighted the longstanding partnership between Reynolds & Reynolds and the Mopar Masters Guild (MMG), a rela onship that has been instrumental in shaping and enhancing the company’s products. He emphasized that the Guild’s insights have been crucial in driving innova ons and improvements in their oﬀerings.

Bowling introduced a series of recent parts enhancements, many of which were directly inspired by feedback from the Mopar Masters Guild:

Key Enhancements:

1. Roll Open Invoice to RO:

o This feature allows counter staﬀ to easily roll an open invoice directly to a Repair Order (RO), streamlining the process of adding parts to an RO.

o It reduces manual input and ensures accuracy, ul mately saving me and improving eﬃciency at the parts counter.

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2. Search by PO/VIN

o Searching by Purchase Order (PO) or par al Vehicle Iden ﬁca on Number (VIN) in Counter Sales speeds up the search process, helping counter staﬀ locate parts more quickly.

o This reduces customer wait mes and boosts Customer Sa sfac on Index (CSI) scores.

3. Auto-Print Returnable

Comments

o Currently, only counter staﬀ can see parts return codes, but this enhancement will display customizable return messages below part numbers, helping parts departments communicate parts return statuses more clearly.

o The use of return codes from the factory master will improve transparency and reduce confusion, beneﬁ ng both staﬀ and customers.

Bowling highlighted that all of these enhancements were a direct result of recommenda ons from the Mopar Masters Guild, showcasing the value of the collabora ve rela onship between the two par es.

Poten al Future Enhancements:

Bowling also hinted at some upcoming enhancements that were s ll in development, though he noted that they couldn’t be publicly discussed at this me due to company policy. He stressed the importance of a ending MMG Mee ngs in person to get early access to this kind of insider informa on from suppor ng vendors.

A er the presenta on, there was a lively discussion among a endees, providing Bowling with even more feedback and ideas for future developments. The interac on underscored the importance of these mee ngs in shaping the tools and processes that vendors like Reynolds & Reynolds oﬀer to their dealer partners.

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Next on the agenda was QB Business Solu ons, represented by Tom Hall, Owner, and Pedro Liederman, Business Development Manager. The duo introduced new members in a endance to QB Business Solu ons, a company with over 50 years of combined experience in the automo ve industry. QB specializes in Warranty Reimbursement, Warranty Claims Processing, and Dealer Analy cs—all designed to help dealerships improve efﬁciency and proﬁtability.

Key Services:

1. Warranty Reimbursement:

o QB helps dealerships maximize warranty reimbursement rates, ensuring they are paid fairly for warranty work completed.

2. Warranty Claims Processing:

o The company assists in streamlining the warranty claims process, reducing errors and administra ve burden.

3. Dealer Analy cs:

o Tom Hall discussed their new Analy cs Program, which is currently in the rollout phase.

Analy cs Program Overview:

Hall explained how analy cs can help dealerships make more informed decisions by providing a clear, datadriven view of opera ons. He emphasized how QB Business Solu ons leverages predic ve analy cs to oﬀer dealerships ac onable insights.

Key Features of QB’s Analy cs Services:

 Data-Driven Decision Making: The analy cs program collects and interprets data from various dealership opera ons, providing insights to help management make more informed decisions.

 Predic ve Analy cs: This feature helps dealerships forecast trends and plan for future growth or challenges.

Process of Implementa on:

Tom outlined the overall steps in implemen ng QB’s analy cs services:

1. Dealer Forecast: Gathering and analyzing dealership data to predict future trends.

2. Dealer Agreement: Establishing terms with the dealership for the services provided.

3. DMS Repor ng: QB pulls reports directly from the dealer’s Dealer Management System (DMS) to gather the necessary data.

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4. Consulta ve Development: QB works alongside the dealership to develop customized solu ons based on the data analysis.

5. Manufacturer Reply: In cases of warranty reimbursement, QB handles communica on with the manufacturer.

6. Outcome: Based on the analysis, the dealership can choose between:

o Full-Service Consulta ve Reimbursement Increase: QB handles the full process of securing increased reimbursements.

o Data Service Reimbursement: QB provides the data needed for the dealership to handle reimbursement increases internally.

Special MMG Discount:

Tom Hall also shared that QB Business Solu ons oﬀers a discount to MMG members, further emphasizing their commitment to suppor ng Mopar Masters Guild dealerships.

The presenta on concluded with a discussion between Hall, Liederman, and the a endees, focusing on the poten al beneﬁts of analy cs for dealership opera ons and how QB’s services could provide valuable support in this area.

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Following QB Business Solu ons, the next presenters were from OEConnec on, another long- me Suppor ng Vendor of the Mopar Masters Guild. The team included Gary Coveyou, Vice President of Na onal Accounts; Chris Smart, Director of Product Management; and Bill Harry, Na onal Accounts Manager.

Chris Smart’s Presenta on:

Chris Smart introduced the Two-Phased Collision Upgrade Strategy, outlining the enhancements that will be implemented to improve collision management tools available to dealers.

Phased Strategy Overview:

 Phase 1 – TraxCollision Enhanced Features:

o This phase focuses on introducing enhanced features to the exis ng TraxCollision pla orm, aimed at improving user experience and opera onal eﬃciency.

 Phase 2 – Fully Expanded Feature Set:

o The second phase will expand the feature set for all CollisionLink and Trax users and will include a complete upgrade to the CollisionLink Plus pla orm. This aims to integrate addi onal funconali es that streamline the collision repair process.

Key Components of the Presenta on:

1. Phased Rollout Timeline:

o Smart shared a detailed meline for the rollout of these enhancements, emphasizing the strategic planning behind the phased implementa on.

2. Parts Valida on Feature Summary:

o The new features include VIN scrubbing and EPCLink swap parts, which are designed to improve accuracy in parts ordering and management.

3. MSO Feedback from Pilot:

o Insights gathered from Mul ple Service Organiza ons (MSOs) during the pilot phase were shared, highligh ng the eﬀec veness and areas for improvement based on user feedback.

4. Future Phase 1 Feature Releases:

o Chris outlined upcoming features planned for release in the ﬁrst phase, emphasizing con nuous improvements.

5. TRAX + DMS Connect Feature Summary/Beneﬁts:

o The integra on with Dealer Management Systems (DMS) aims to create a more seamless workﬂow for dealerships, enhancing overall opera onal eﬃciency.

6. Value of New DMS Integra on Feature:

o Smart detailed how DMS Connect would improve func onal workﬂows, providing a smoother user experience.

Continued on Page 22

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

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7. Special Pricing Formula Setup:

o The team is also looking to provide customized pricing formulas to be er meet the needs of individual dealerships.

8. Logis cs Feedback:

o Smart concluded with feedback on logis cs from dealers, reinforcing OEConnec on’s commitment to enhancing their services based on dealer input.

Bill Harry’s Update:

Following Chris, Bill Harry provided updates on several key performance metrics:

 Collision Performance: An overview of how collision-related services have been performing recently.

 CollisionLink Performance: Insights into the usage and eﬀec veness of CollisionLink.

 RepairLink Performance: Metrics reﬂec ng the engagement and performance of RepairLink.

 RepairLink Buyer Engagement: Discussion on how buyers are interac ng with RepairLink services.

 Dealer Engagement: Strategies for improving dealer engagement with OEConnec on products.

 CollisionLink 2024 Conversions: An outline of planned conversions for the upcoming year.

Audience Interac on:

A er the presenta ons, a robust conversa on ensued with Gary, Bill, and Chris, allowing a endees to ask ques ons and share their insights and experiences related to the discussed topics. This exchange emphasized the collabora ve nature of the MMG mee ngs and the importance of con nuous dialogue between vendors and dealers.

Continued on Page 23

Leaders in the Sale of Quality Mopar Parts

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The next presenta on was from Snap-On Business Solu ons, featuring a team that included Dan Stedem, Director of Sales and Customer Support; Kevin Albertson, Sales Account Manager; and Terry Goll, Senior Program Manager for Mopar Service Equipment.

Dan Stedem’s Presenta on:

Dan Stedem opened the session by expressing apprecia on for the longstanding rela onship Snap-On has maintained with the Mopar Masters Guild and emphasizing the signiﬁcance of guild feedback in developing their products. He then introduced his team members.

Agenda Overview:

1. Welcome and Introduc ons

2. Mopar EPC 5 Update

3. Stellan s Essen al Tools and Equipment Program

4. Industry Trends

5. Ques ons

6. Summary and Roundtable Discussion

Kevin Albertson’s Segment:

Kevin provided an overview of the Essen al Tools and Service Equipment Tool Storage Applica on, discussing several key features:

 Promo Pricing: Highligh ng promo onal oﬀers available for dealers.

 Rental Tools: Informa on on tools available for rent, allowing dealers to access equipment without the commitment of a purchase.

 Tool Organiza on: Emphasizing the importance of proper organiza on for tool eﬃciency and accessibility.

 Program Informa on: Detailed insights into Snap-On’s various programs aimed at suppor ng dealers.

 Facility Planning: Assistance oﬀered by Snap-On for op mizing dealership layouts and tool placement.

Dan Stedem’s Update on EPC Applica on:

Returning to the presenta on, Dan introduced the Mopar EPC Applica on. Key points included:

 Web and/or Locally Installed EPC Op ons: Oﬀering ﬂexibility for users depending on their needs.

 Modern Interface: Both web-based and local applica ons maintain a consistent, user-friendly interface.

 Web EPC Accessibility: Available from any PC via browser (compa ble with Chrome, Firefox, and Edge).

 Local EPC as Backup: Ideal for those needing a secondary system or for loca ons with limited internet access, with automated data updates available.

Continued on Page 24

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

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Terry Goll’s Presenta on:

Terry Goll then took the stage to discuss Mopar Service Equipment. He provided valuable insights on the role of Mopar Service Equipment and highlighted key areas of focus:

 Plug-in Hybrid Electric Vehicle (PHEV): An overview of service requirements speciﬁc to PHEVs.

 HV Ba ery Service Valida on: Discussing the VF Promater (400V – 15 Module) and its implica ons for servicing high-voltage ba ery systems.

 Na onal Technical Training Center: Informa on about training resources available for service personnel.

 Service Procedures: Outlining essen al service tools, including:

o Ba ery Prep: Preparing vehicles for ba ery service.

o Tool Valida on: Ensuring tools meet necessary speciﬁca ons for PHEV servicing.

o Leak Tester: Importance of tes ng for leaks in ba ery systems.

o Ba ery Replacement: Guidelines for safe and eﬀec ve ba ery replacement.

o Ba ery Cores: Management of ba ery cores and associated procedures.

Audience Interac on:

Following the presenta ons, there was a lively discussion among the MMG a endees. Par cipants asked quesons and provided feedback on the topics covered, fostering a collabora ve environment. This interac on highlighted the commitment of Snap-On Business Solu ons to support the Mopar Masters Guild and address the needs of their dealer partners eﬀec vely.

Continued on Page 25

Leaders in the Sale of Quality Mopar Parts

Continued from Page 24

The

ﬁnal presenta on of the mee ng was from Elite Extra, an Epicor Solu on, known for its dynamic and suppor ve presence in the Mopar Masters Guild. The team, consis ng of Jon Ward (VP Chief Sales Oﬃcer), Ross Kleiner (VP Strategic Accounts), and Mark Peterson (Senior Sales Execu ve), brought an engaging energy to their session.

Elite Extra Presenta on Highlights:

Last Mile So ware Solu ons:

 Delivery Suite: An on-demand third-party solu on designed to enhance delivery opera ons for dealerships.

 eCommerce Integra on: Seamlessly connects with online pla orms to streamline order fulﬁllment.

 Third-Party Automated Dispatch: Partners with services like DoorDash, Uber, and Roadie to provide ﬂexible delivery op ons.

 Centralized Fleet Management: Offers tools for managing delivery fleets efficiently, including ETA and price comparisons.

Product Suite:

 Returns Management Dashboard: A comprehensive tool for tracking and managing returns.

 Digital Returns Tracking: Allows customers to monitor the status of their returns easily.

 Automated Return Policy Enforcement: Ensures that return policies are consistently applied across transac ons.

 Integrated Customer Portal: Provides a user-friendly interface for customers to handle returns.

 Mobile Returns Handling: Facilitates returns management on mobile devices.

 Returns Chain of Custody: Maintains accountability and traceability throughout the returns process.

Return Automa on by the Numbers (2023-2024 Year Over Year Sta s cs):

 303% Growth in Total Users: A signiﬁcant increase in the adop on of Elite Extra’s solu ons.

 271% Growth in Total Returns Processed: Indicates the eﬀec veness of their returns management system.

Continued on Page 26

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

Continued from Page 25

 328% Growth in $ Value of Returns Processed: Reﬂects the rising value of returns being managed efﬁciently.

Interac ve Roundtable Discussion:

To engage the a endees, the Elite team introduced a QR code to facilitate a roundtable discussion, gathering instant feedback on several ques ons. This innova ve approach showcased the cri cal thinking and responsiveness of the Elite team, allowing for meaningful dialogue on improving services and addressing dealer needs.

Evening Fes vi es: Mopar Masters Annual Cocktail Recep on

As the second day of mee ngs concluded, excitement ﬁlled the air for the highly an cipated Mopar Masters Annual Cocktail Recep on. This event is a staple for the guild, providing a unique opportunity for members to relax, connect, and unwind away from the rigors of daily business.

Venue Highlights:

This year’s recep on took place at “Night at The Beer Park,” an open-air venue perfectly situated across from the stunning Bellagio Hotel and Fountain. The beau ful se ng not only provided a vibrant atmosphere but also featured breathtaking views of the iconic fountains, which added to the evening’s allure.

Continued on Page 27

Leaders in the Sale of Quality Mopar Parts

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Networking and Camaraderie:

A endees eagerly engaged in conversa ons, sharing insights and experiences while fostering rela onships with peers, industry execu ves, and suppor ng vendors. The relaxed environment allowed for meaningful interac ons, strengthening the bonds within the Mopar community.

Scenic Views:

The picturesque surroundings were a highlight of the evening, oﬀering a endees memorable photo opportunies and a chance to enjoy the vibrant nightlife of Las Vegas. Guests appreciated the unique ambiance, which blended entertainment with the beauty of the city.

As the night unfolded, laughter and camaraderie echoed through the venue, crea ng las ng memories that would be cherished long a er the event concluded. The cocktail recep on not only celebrated the successes of the guild but also reinforced the importance of collabora on and support among its members.

Overall, the Mopar Masters Annual Cocktail Recep on was a resounding success, capping oﬀ a produc ve day with an enjoyable evening of networking, entertainment, and community spirit. Enjoy the pictures from this amazing event.

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

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Leaders in the Sale of Quality Mopar Parts

Continued from Page 36

Day 3 - Monday, September 10th, 2024

A er another enjoyable breakfast, the Mopar Masters Guild gathered in their mee ng room, sharing stories and reﬂec ons from the previous evening’s successful cocktail recep on. It was upli ing to see members enjoying down me, connec ng with vendors and guests from Stellan s on a more personal level.

Prepara on for the Mopar Execu ve Mee ng

The morning discussion revolved around the upcoming mee ng with the Mopar Execu ves. A endees shared feedback—both posi ve and construc ve—highligh ng the importance of partnership and open dialogue among members and with Stellan s representa ves. This candid exchange of ideas is a cornerstone of the Guild’s philosophy, ensuring that every voice is heard.

The interac on with Mopar Execu ves is one of the primary reasons members look forward to this annual mee ng. The Guild’s commitment to collabora on is evident in the comprehensive par cipa on during discussions, maximizing the beneﬁts of the mee ng.

Mee ng with the Mopar Team

The Mopar team, led by Serjon Youkhana (Parts & Service, MOPAR - USA), introduced the following key members:

 Dus n Pedley - Senior Manager, Mopar North America & Stellan s Global

 Samuel Barbu - Director, Head of North American Technical Service at Stellan s

 Stephen Brown – Mopar Field Opera ons

 Willy Andrey – A ermarket Channel / Repair Por olio Lead

Key Discussion Topics

The discussion covered a range of cri cal subjects, allowing for rich interac on and idea-sharing:

 Price Match/Match the Es mate

 bproauto parts

 Marke ng Kits for bproauto

 CEI (Customer Experience Index)

 Car Park

 Collision Services

 Supply Chain Issues

 Star Center Ini a ves

Continued on Page 38

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

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 What the Mopar Masters Guild can oﬀer Mopar

 MRA’s (Manufacturer’s Recommended Ac ons)

 Ba ery Core Pickup Strategies

 VIOs (Vehicles in Opera on)

 Why Sell Tires?

 Pricing Trends in the Market

The discussions were lively and collabora ve, with members providing insights and expressing concerns while proposing poten al solu ons. This open forum not only allowed for the airing of grievances but also set the stage for produc ve outcomes.

Continued on Page 39

(L-R) Dus n Pedley; Chris Hojnacki; Jim Jaeger; John Russo; Serjon Youkhana; Samuel Barbu; Willy Andrey; Steven Brown; Cody Eckhardt

Leaders

Continued from Page 38

Acknowledgments

The Mopar Masters Guild extends hear elt thanks to Serjon Youkhana and his team for dedica ng their valuable me to engage with members. Their willingness to listen and collaborate reﬂects the strong rela onship between Mopar and the Mopar Masters Guild, and everyone looks forward to nurturing this partnership in the future.

As the mee ng wrapped up, the sense of op mism and shared commitment to growth and improvement was palpable, se ng the tone for con nued collabora on and success.

Adjournment of the 2024 32.5 Mee ng of the MMG

MMG President then made a mo on to adjourn our mee ng, and it was seconded by Susan McDaniel.

This concluded the Mopar Masters Guild’s 32.5 Mee ng in Las Vegas. Please join us in 2025 when we meet again just before the Mopar Service & Parts East Business Conference in Orlando, Florida.

Looking to join the Mopar Masters Guild? See if you qualify by contac ng MMG Secretary John Russo at jrusso@dallasdodge.net or ﬁll out the form at h ps://www.jo orm.com/build/92635430524151

Submi ed by Don Cushing

“The

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

2024 Mopar Service & Parts West Business Conference

Customer Reten on Through Service

Our recent Mopar Service & Parts Business Conference at Caesars Palace in Las Vegas, Nevada was over-the top! A big THANK YOU goes out to everyone involved in pu ng this incredible event together. So much planning and hard work went into this.

We all became be er acquainted with our business center corporate management teams, as well as peers in our market. Making and solidifying these connec ons is priceless in our growth as leaders and the opportunity to help grow our businesses. We can all agree that networking is key to our growth as leaders and be er management skills. It is so important to meet new people and hear new ideas so that we don’t become stuck in our same old rou nes and ways of doing things. There are so many smart people with great ideas and so much technology out there at our ﬁnger ps and we need to grasp every bit of it any way we can.

Continued on Page 41

Leaders in the Sale of Quality Mopar Parts

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We listened to four different mo va onal and keynote speakers who provided different ideas, mindsets and real-life experiences that really made us think about our lives and businesses on a whole different level. I believe that they unlocked some hidden poten al in all of us.

We had separate service and parts breakout sessions. These sessions provided updates on warranty, maintenance por olios, res, Express Lane, accessories and Mopar Rewards. We had the opportunity to meet the people behind these programs and ask ques ons.

The Vendor Expo was a wonderful way to learn about all of the different companies at our finger ps that can assist us with any aspect of our business that can help us to grow. Anything from powertrain, adver sing, accessories, res, oil and chemical products, ar ficial intelligence, on-line sales, DMS systems, tools….you name it! It was all there!

Building rela onships and being open-minded is very important in this business. It doesn’t ma er how well we are already doing or how many people we already know, we can always be be er.

Susan McDaniel Vendor Chair Mopar Masters Guild

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

First Time Attendees at the Mopar Masters Guild Meeting

We had several ﬁrst me a endees at our mee ng and it’s always refreshing to hear diﬀerent answers to the same challenges. We all share these challenges together and that’s the importance of the MMG, which is to share solu ons to these challenges.

We reached out to two of our ﬁrst me a endees, Tom Rogers from Perkins Motors and Andrew Hirschmann from Ken Garﬀ West Valley CDJRF for some feed back to our ques ons.

What brought you to join the Mopar Masters Guild?

Rogers: Was recently hired by Perkins

Hirschmann: Working with Cody Eckhardt at our store raised the interest

What would you like to see by joining the Mopar Masters Guild?

Rogers: To get diﬀerent ideas on how to run a be er business

Hirschmann: The knowledge is great in that room, and I think we need to expand to more members

What can the MMG do to help you achieve your goal(s)?

Rogers: The sharing of ideas and experiences with people from diﬀerent parts of the country and to be a li le uncomfortable in a relaxed environment

Hirschmann: Keeping the open dialogue between all of us and informa on sharing is key to this group

What is your opinion a er a ending your ﬁrst MMG mee ng?

Rogers: I told Cody how impressed I was with the organiza on of the mee ng and how friendly everyone is and how everyone was fully prepared and engaged

Hirschmann: Really seeing that we are all in the same spot and ba le the same things. Again, the knowledge in the room is great and I was very happy to be part of it

How long have you been a Parts Mgr./Service Mgr./Director?

Rogers: 36 years

Hirschmann: 8 years

What are your biggest concerns currently?

Rogers: The lack of leadership at Stellan s and the lack of support from them as well

Hirschmann: Stellan s market share and the future of the company

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Leaders in the Sale of Quality Mopar Parts

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What is something you have implemented recently that has worked out well?

Rogers: We have made a lot of changes in our processes and personnel in the last year since I started working here and we have made some system changes as well. We will con nue working on improving, I think one thing that shows we are moving in the right direc on is we have been green the last 9 out of the last 12 months

Hirschmann: Culture change to really focus on the ‘customer ﬁrst’ mentality. Learning how to say ‘yes’ than ‘no’ more o en. Obviously, all of us in that room are as big as we are by having good customer service but the main focus in this me really needs to be keeping those customers coming back to our dealership.

What is the number one thing that you struggle with in your department?

Rogers: Ge ng and keeping quality employees, mostly ge ng them

Hirschmann: Referral and stock from Mopar PDC’s. Being in the West and being a collision dealer we are very hampered by the lack of stock in the west PDC’s.

We’d like to thank Tom and Andrew for their candid feedback and look forward to seeing you both at our future events.

First me MMG Mee ng A endees: (L-R)

Brent Richmond, Harold Zeigler CDJR; Andrew Hirschmann, Ken Garﬀ West Valley CDJRF; Stuart White, Hendrick DRF; Bryce Johnson, Perkins Motors; Randall Collins, Perkins Motors; Tom Rogers, Perkins Motors

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

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Better Car People Acquires Proactive Dealer Solutions

The fourth major acquisi on boosts the crea on of a world-class customer engagement pla orm for auto dealers and OEMs

BOCA RATON, FL, USA, June 18, 2024 -- Better Car People, (BCP) a leading provider of omnichannel engagement solu ons to help auto dealers increase sales volume, service appointments, customer loyalty, and sa sfac on, today announced the acquisi on of Proac ve Dealer Solu ons (PDS). The union combines BCP›s lead engagement platform, generative AI for SMS Email, and best-in-class BDC operations with PDS›s Brooke AI Digital Voice Assistant, BDC technology, and in-store retail performance consulting and training.

“Be er Car People’s mission is to equip automo ve dealerships and OEMs with digital solu ons that streamline opera ons and enhance the customer experience. We combine cu ng-edge technology with the humans needed to run it, making it the perfect partner for the market. BCP is crea ng an industry-leading omnichannel engagement pla orm to solve modern retail challenges. Adding such a strong technology leader as Proac ve Dealer Solu ons and their suite of technology products further solidiﬁes our mission,” stated Aaron Kleinhandler, Be er Car People’s Chief Execu ve Oﬃcer.

BCP is crea ng an industry-leading omnichannel engagement pla orm to solve modern retail challenges.” — Aaron Kleinhandler, Be er Car People’s Chief Execu ve Oﬃcer.

Proac ve Dealer Solu ons is a leader in automo ve dealership training and advanced so ware solu ons. Services include automo ve so ware, a Digital Voice Assistant, a call management system, BDC services, a leading training pla orm, and Automo ve AI speech analy cs. Founded in 2001, the company partners with dealers to drive gross proﬁt and service revenue by transforming the dealership’s culture through people, processes, and technology. As a single-source solu on, its comprehensive, customizable training, coaching, and lead management programs support a range of clients from single-store solu ons to na onal programs in the automo ve, RV, marine, and power sports industries. PDS helps dealers and OEMs build customer and brand loyalty through a customer reten on strategy focused on delivering an excellent customer experience across the en re organiza on.

“I am delighted about the union of two companies and what it means for the industry. The combina on of BCP’s lead engagement pla orm, genera ve AI for SMS/Email, and best-in-class BDC opera on will result in automo ve’s most advanced and experienced AI pla orm, oﬀering solu ons for SMS, email, and voice for both sales and service. Industry-leading AI technology supported by well-trained agents ensures that 100% of a dealer’s engaged customers have a mely and personalized experience. Dealers should be excited about what this means for them and the poten al for the industry as a whole,” stated Patrick Reininger, Proac ve Dealer Solu ons CEO.

BCP’s comprehensive engagement solu on includes phone, email, chat, and text. Its Collabora ve Intelligence Pla orm solu ons include omnichannel and cross-channel engagement for sales, service, and parts. BCP combines live agents and technology to handle customers quickly and carefully.

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Leaders in the Sale of Quality Mopar Parts

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These layered services enable dealers to engage with customers around the clock, ensuring inquiries are eﬃciently managed by live agents with quality responses. Its solu ons have been successfully deployed at single-point retailers in smaller markets and large mul -point metro stores. BCP leverages a full suite of tools to eﬀec vely communicate with consumers across all engagement channels, o en using the same agent, allowing for a seamless conversa on any me, anywhere, on any device. Over 2,500 dealers across the United States currently partner with Be er Car People.

Financing for the acquisi on was par ally obtained through Be er Car People’s recent partnership with Abry Partners (Abry), an established private equity firm with a 30-year track record of success in fueling business growth. According to Kleinhandler, this partnership represents a significant step forward in the growth trajectory of BCP. “We are excited to embark on this partnership with Abry, a respected firm that shares our values. This collabora on will significantly enhance our capacity to deliver excep onal service and cu ng-edge soluons to our clients as well as provide funding for further acquisi ons,” Kleinhandler stated.

Commen ng on the partnership, Rashard Green, the Principal at Abry Partners who led the investment stated, “Abry is thrilled to be partnering with the Be er Car People team to support the acquisi on of Proac ve and future growth ini a ves. We are commi ed to the automo ve sector and believe that Be er Car People’s technology and value-added services are essen al to the future of auto retailing. The combined pla orm creates a scaled market-leader with holis c end-to-end customer engagement capabili es for automo ve OEMs and retailers.”

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Leaders in the Sale of Quality Mopar Parts

August 23rd, 2024

TO: ALL Continental US STELLANTIS DEALERS

ATTN: PARTS MANAGER & SERVICE MANAGER

Subject: IMPORTANT CHANGE TO CORE RETURN PICKUPS

To improve core return processing and operations we are pleased to announce that:

AER Sales and their partners Fred Jones Enterprises and Holman Parts, who deliver via D2D Distributor Program will now be able to pick up select mechanical core returns in addition to Fascia and Wheel Core Returns they are already picking up today.

We will be expanding the part number list able to be returned via AER in the coming weeks. When submitting returns via Global Core Return System (GCRS) be aware and on the look out for CA Core Material Return tickets.

Please be sure to send CA, CB, CW Core return tickets back with your respective partner and ensure these returns are separated out from DDS Returns and Critical Core Returns

CA2345678- Parts originally distributed via D2D

CB234XXXXX -Fascia/Bumper

CW234XXXXX-Aluminum Wheel Core Return.

C123456789- Continue to send DDS (EXCLUDING CRITICAL CORE RETURNS)

*AER CANNOT ACCEPT OR SCAN C only tickets*

*DDS CANNOT ACCEPT OR SCAN CA, CB, CW Tickets*

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1. Warranty Reimbursement for Parts and Laborprices, rather

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The View From My Oﬃce

With Kat Monteiro

Good morning America how are you �� I don’t know how many of you remember this song but it is one of my favorites, and it has really been stuck in my head these last few days as Rick and I have been traveling across the country on a train. It wasn’t the City of New Orleans like in the song, but a train called the Empire Builder

. It was our first adventure on Amtrak, and we really loved it. Yes, there is a learning curve we are s ll trying to figure out, and a two-night stay was a li le ambi ous for our first me, but it was great! We are thinking that the train is going to be our link to many more adventures and show us the whole other side of America. The trains run through parts of the country where there are no roads and really no other way to see besides out the windows of a train.

We started our adventure with an early morning ﬂight from San Diego to Portland, Oregon. When we arrived in Portland we took the public light rail train instead of an Uber to the Portland Grand Central Sta on. Planes, trains, and automobiles - Rick made sure we ﬁt them all in! We arrived at the sta on early so we had me to check out the lay of the land and store our bags while we walked a few blocks to go have lunch. Found this great li le cafe, it was very delicious and worth the walk.

Since we had booked a sleeper car, we had access to the Amtrak sta on lounge where they have mostly comfortable sea ng, snacks, water, soda, juice, all complimentary. We grabbed our fair share of snacks so we would have something in our room in case we had the munchies.

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Leaders in the Sale of Quality Mopar Parts

It was a nice place to sit and relax while wai ng for our departure. It was also the beginning of mee ng other people who we would be traveling with for all or part of the next 3 days.

I started talking about taking this trip a year ago as a way to get to Chicago to see our friends Kent and Susan Cogswell. I wasn’t sure Rick would be on board, but he was all in! I went as far as ge ng the Amtrak credit card to earn points and received a companion pass, so Rick actually traveled for free when we booked our ckets! We tried to get a bedroom, but they did not have any available for the dates we wanted so we booked a roome e. Now I am not going to lie, it was small and ght, but we got used to it and it was nice to have the space. Now sleeping - well it was interes ng to say the least, but we managed.

Since we had a sleeper car all our food was included - breakfast, lunch and dinner. And I have to say all the food was really good! With dinner you were served an appe zer, main course, dessert and a complimentary alcoholic beverage. We very much enjoyed their signature Flat Iron Steak. Now I know what you are thinking, how good can a steak be when it is cooked on a train? We thought the same thing. Rick ordered his steak rare because he knew it would come out cooked medium or close to well done - but it came out a perfect rare! I ordered mine medium rare and it also came out perfectly cooked! And it was delicious! And the cheesecake dessert was simply divine. And lunch me was just as good. The hamburger I ordered could rival many hamburger stands! I was surprised by how good the food was and the selec on you had to choose from. And I’ll tell you, you will never walk away hungry!

We le Portland at 5pm. We traveled along the Columbia River Gorge and through the Cascades before the sun went down. We met the most interes ng ladies, iden cal twin sisters, who are from the area and gave us a commentary of the areas we were traveling through which was great! Their family are grape farmers who sell their crops to Welches! So that’s pre y cool!

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

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When morning came, we woke up in Montana going through Glacier Na onal Park - how cool is that? The train has an observa on car with big side windows and windows that follow the curve of the top of the train.

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It was wide open viewing. This is where we spent all our me. They had chairs and tables. We sat at the tables. Rick tried to do his work on his computer, but with the frequently dropped signal, and trying to type on a train that is constantly moving, it proved a li le diﬃcult. He was telling me it took him about 2 hours to do 20 minutes of work.

Myself, I had this vision of wri ng this ar cle on the train, being inspired by the scenery passing by, having all the me in the world, but a er watching Rick struggle, and the struggles I had just manipula ng my tablet, it didn’t work out quite as planned.

Rick and I asked each other what our favorite part of the journey was, and he told me it was all the interes ng people we met. We met Welches grape farmers, a book author and his wife, people that were just traveling a short distance to weddings, a lady who was traveling across the states and ge ng oﬀ to visit rela ves then getng back on to the next state, a modern day Hobo - freight train hopper who has a YouTube channel to share videos of his adventures, and of course Bernade e, who was traveling with her kids to visit rela ves, who Rick tried to help and advise regarding their Ram Eco Diesel with a seized engine! (always working!)

For me it was all about the me. Trying to relish in the moment of no me frames, not having to be anywhere, no schedules to keep or places to be. To totally decompress and enjoy the land passing by the window, seeing all the colors of Fall through the mountains and valleys, the rivers and lakes, small town America and big ci es, it was just so beau ful, amazing, and peaceful. It’s hard to wrap your head around. It is harder than I imagined to just turn oﬀ the brain and get into that ‘no worries’ zone. And of course, mee ng all the people was a highlight for me as well.

We made it to Chicago, where I sit and write this at a table that is not rocking and rolling, and it is a beau ful day in the city! Our adventures here will con nue in part 2, just in me for the holidays!

Happy Fall Y’all! I hope everyone enjoyed their summer. Now it’s all about the changing of the seasons, pumpkin spice, and looking forward to family and friends gatherings. I love this me of year!

Chrysler heir to Stellantis: “Sell

iconic brands to me”

Walter P. Chrysler’s great-grandson, in an open le er to Stellan s CEO Carlos Tavares, proposes a “graceful and proﬁtable exit” for the Chrysler and Dodge brands.

A great-grandson of Walter P. Chrysler says he has a plan to rescue Chrysler and Dodge from European ownership that has allowed their product oﬀerings to wither

In an open le er to Stellan s CEO Carlos Tavares, Frank Rhodes proposes acquiring the storied brands through a newly formed company with “forward-thinking” management.

“I believe that my plan would allow Stellan s a graceful and proﬁtable exit from a brand that in my opinion it has no interest in keeping, and it is already trying to somehow quietly exit without a lot of publicity and minimal UAW membership turmoil,” Rhodes wrote. “I would like to see jobs saved, increased, and the Iconic Brands reinvigorated, and a true proud American ownership that I would plan to have all employees, vendors and brand enthusiasts eagerly wai ng for new exci ng autos, rather than the red and uninspiring models s ll le in the Chrysler/Dodge brand por olio.”

It’s not clear whether Rhodes has any ﬁnancial backing for such an expensive endeavor, and Stellan s said it’s not interested in oﬄoading any of the U.S. opera ons that Tavares has overseen since the 2021 merger of Fiat Chrysler Automobiles and PSA Group.

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“Stellan s acknowledges the interest in its North American brands and reaffirms the Company’s commitment to its en re por olio of 14 powerful, iconic brands, which were each given a 10-year meframe to build a profitable and sustainable business,” the company said in an Aug. 30 statement to Automo ve News. “Like the Jeep and Ram brands, Chrysler and Dodge are at the forefront of Stellan s’ transforma on to clean mobility, benefi ng from the Group’s cu ng-edge technology and scale. The Company is not pursuing spli ng off any of its brands.”

In a YouTube video, Rhodes talks about the heritage of Chrysler and his vision for reviving the brand his greatgrandfather founded in honor of its 100th anniversary next year.

“I’m very proud of what this company did, and I don’t want to see it go away,” he says. “We need to keep our American brands here.”

Rhodes tried to stop the Stellan s merger and fought to save the Chrysler 300 from being discon nued. (He says he bought the ﬁnal 300C produced in 2023.) In the le er to Tavares, posted on MoparInsiders.com, he acknowledges being “some mes apparently a thorn in your side” and says he owns only a “token posi on” in Stellan s.

Source: www.autonews.com

Build Out a Rockin’ Training Regimen

Learning is essen al for your shop’s success. Learn how to take your shop’s training por olio to the next level.

When Chicago, the legendary rock-and-roll band with horns, was ﬁrst created in 1967, none of the founding seven members knew how successful the band would be or how long their careers would stretch.

Since then, the group has hit incredible highs – 18 pla num albums, 20 top-10 singles, 10 Grammy nomina ons and an induc on into the Rock and Roll Hall of Fame – but it has also faced some very tough lows. Only three of those original seven members are s ll with the band, and there were several points in the ‘80s and ‘90s where it seemed as though they would dissolve all together.

But they’re s ll here, s ll on the road and s ll touring a er 57 years. In a recent interview with Grammy.com, founding keyboardist and songwriter Robert Lamm said one thing above all else has kept the band alive and relevant nearly six decades later.

“(Over) a career where we really never stopped, the thing that changed was the various people who have come into the band and le for one reason or another,” Lamm said. “That was something we had to learn how to do again. We’ve done a lot of learning over the years.”

Learning is cri cal to success.

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Whether it’s running a collision shop or wri ng a chart-topping song, you need to constantly have an idea of what your industry looks like and stay on the cu ng edge to be compe ve. As the collision repair space connues to evolve and change in unprecedented ways, making sure your team has a robust training regimen is crucial to keeping your shop at the top.

You’re Not Alone

When you think about collision repair shop training, chances are the ﬁrst thing that comes to mind are courses from organiza ons such as I-CAR that cover in-depth repair procedures and making sure you’re repairing a car properly. While those are very important, that shouldn’t be the only training you think about.

“When shops are pu ng together the training plan, most of the me they’re thinking about the techs in the back of the shop,” says Jason Scharton with 3M’s global marke ng opera ons team. “They also need to think about the people in the front oﬃce that are interac ng with customers.”

John Melendez, owner of JDM Collision in the Chicago suburb of Thornton, Illinois, agrees. The customers who are in your shop have most likely just been in an accident or some other situa on that’s causing them to spend upward of thousands of dollars to ﬁx their car. They’re overwhelmed and frustrated, and Melendez says it’s cri cal that everyone in your shop has training to deal with those customers respec ully and with empathy.

“What you want to do is build a rela onship,” Melendez says. “Check with them to make sure that they and their family are OK. When you start oﬀ on the right foot and make the customer feel good about coming into your shop, they’re going to assume that the rest of the repair is going to go the same way.”

In an industry that’s rapidly changing and becoming more complex than ever before, making sure that every member of your team, from the front oﬃce to the paint booth, has exper se and empathy is a great way to set yourself apart.

“Every person in your shop needs to be an expert in their ﬁeld,” Melendez says. “Whether that’s customer service, es ma ng, or working on the vehicle, they need to be an expert.”

What You’re Missing

While ins tu ons such as I-CAR and OEMs provide great training courses, Melendez says you’re doing your team a disservice if you’re looking only to them for educa onal material.

A lot of individual vendors also oﬀer a wide variety of training courses that your shop can take advantage of. Melendez says his shop uses a large array of training modules from the shop’s paint supplier, and those modules cover everything from speciﬁc paint applica on processes to broader topics such as inter-shop communica on.

“Good vendors that stand behind their customers want to help independent shops grow,” Melendez says. “They have so many modules available to their customers, and a lot of shop owners don’t take advantage of that.”

Scharton says 3M is one of those vendors, and they’ve been working over the last decade with technicians to gather feedback and make their training oﬀerings more relevant.

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Leaders in the Sale of Quality Mopar Parts

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“We’ve been doing product demonstra ons that focus more on process and really go into to the correct repair process, not just how to use 3M products,” Scharton says. “We’re fortunate that 3M products are used throughout the repair process, so we understand the repair process and how all those diﬀerent parts connect, and we’re bringing that into our training.”

Using one vendor as your primary source for educa onal materials and having a wide variety of other sources to ﬁll in the gaps for your training program is a great way to cover all your bases.

“We rely on I-CAR. We stay on top of our training there, but you have to think outside the box,” Melendez says. “You need to pull together a plan from a lot of diﬀerent sources to come up with a robust plan for your staﬀ.”

Any Way You Want

Not all people are wired the same way, and not all posi ons in your shop are going to need the same kinds of training. And with the increasing complexity of modern vehicles, Melendez suggests breaking down the whole repair process of a vehicle into manageable chunks for each of your technicians to dig into.

“By breaking it up and holding each technician accountable for their segment, whether that’s damage idenﬁca on, disassembly... that makes it so much easier to iden fy what training modules are needed and not having your techs work through a bunch of stuﬀ they don’t need.”

He also recommends asking your technicians what interests them and making sure that people are doing jobs that suit their skills and that make them excited.

“ADAS, sensors and other tech – give that to the peoplewho want it. Kids of today are super techy. You put that kind of technology in their hand, you should see the smile on their face,” he says. “They get to do the scans, and they then also get to do the calibra ons. Veteran techs are going to beneﬁt, too, because they won’t be overwhelmed.”

Scharton adds that in an age when a lot of training is shi ing online to make sure that your technicians are receiving some amount of in-person training.

“Technicians, especially, are kinesthe c learners – they like to use their hands, and that’s how they best learn. We’ve been seeing a huge shi to e-learning a lot the last few years, and while that is important, it can’t be the only way that we’re having our teams learn. Technicians need to be hands-on to learn, and they need to do some of that learning outside the shop.”

A good training regimen should include a combina on of hands-on and e-learning that is relevant to each team member’s speciﬁc job func on and helps reinforce the value of pu ng the customer. If you’re able to a ain that, Melendez says your shop will be in great shape to keep ge ng stronger every day.

“When you feel good about things and your staﬀ feels conﬁdent in what they’re doing, it makes everything go so much be er,” he says.

About the Author - Noah Brown - Noah Brown is a freelance writer and former senior digital editor for 10 Missions Media, where he facilitated mul media produc on several of the company’s publica ons

Source: www.FenderBender.com

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

2024 Mopar Masters Guild

2 0 2 4 M o p a r M a s t e r s G u i l d

Oﬃcers:

O f f i c e r s & C o m m i t t e e s

Officers & Committees

President Cody Eckhardt - Ken Garﬀ CDJRF - W. Valley City UT

V. Pres - Jim Jaeger – Bosak Motors – Merrillville, IN

Secretary - John Russo - Dallas DCJ - Dallas, TX

Treasurer – Chris Hojnacki – Serra CDJR – Lake Orion, MI

Executive Committee - All Oﬃcers Including:

Dan Hutton - Tom O’Brien DCJR - Greenwood, IN

Alan Yancey - Hayes CDJ - Alto, GA

Rick Cutaia - Rick Hendrick DCJR – Charleston, SC

Steve Hofer – Park Chrysler Jeep – Burnsville, MN

Susan McDaniel – Bill Luke CJD – Phoenix, AZ

Joe McBeth - Dallas DCJ - Dallas, TX

Guild Committees

MMG Annual Meeting 2024

Jill Vance - Apogee Event Agency

Cody Eckhardt - Ken Garﬀ CDJRF - W. Valley City UT

Finance Committee

Chris Hojnacki - Serra CDJR – Lake Orion, MI

Susan McDaniel - Bill Luke CJD – Phoenix, AZ

Don Cushing – MMG Magazine

Newsletter/Website/Social Media

Don Cushing – MMG Magazine

Vendor Committees

Reynolds & Reynolds

Rick Cutaia - Rick Hendrick DCJR – Charleston, SC (Co-Chair)

Susan McDaniel – Bill Luke CJD – Phoenix, AZ (Co-Chair)

Joe Handzik - Bettenhausen Auto - Tinley Park, IL

Randy Rogers - Huﬃnes CJDR - Plano, TX

Kent Cogswell - Jack Phelan CDJR - Countryside, IL

*David Kiser - Spartanburg CDJR - Spartanburg, SC

*Chris Hojnacki - Serra CDJR – Lake Orion, MI

CDK Global

Joe McBeth - Dallas DCJ – Dallas, TX (Chair)

Ian Grohs – Stateline CDJR – Fort Mill, SC

Robert Chatwin - Larry Miller DCJR - Sandy, UT

Dan Hutton - Tom O’Brien DCJR - Greenwood, IN

*Steve Hofer – Park Chrysler Jeep – Burnsville, MN

*Jim Jaeger - Bosak Auto Group - Merrillville, IN

OEConnection

Dan Hutton - Tom O’Brien CJD – Greenwood, IN (Chair)

John Russo - Dallas DCJ – Dallas, TX

Jim Jaeger - Bosak Motors - Merrillville, IN

Chris Hojnacki - Serra CDJR – Lake Orion, MI

*Steve Hofer – Park Chrysler Jeep – Burnsville, MN

Snap On Business Solutions

Cody Eckhardt - Ken Garﬀ CDJRF - W. Valley City UT (Chair)

Randy Rogers - Huﬃnes CJDR - Plano, TX

*Steve Hofer – Park Chrysler Jeep – Burnsville, MN

AER Manufacturing

Robert Chatwin - Larry Miller DCJR - Sandy, UT (Chair)

Ted Hawkins - Cerritos Dodge - Cerritos. CA

Chris Hojnacki - Serra CDJR – Lake Orion, MI

*Josh Gouldsmith - Gladstone CDJR - Gladstone, MO

*Joe Handzik - Bettenhausen Auto - Tinley Park, IL

Elite Extra - Epicore

Joe McBeth - Dallas DCJ - Dallas, TX

Alan Yancey - Hayes CDJ - Alto, GA

Chris Hojnacki – Serra CDJR – Lake Orion, MI

Steve Anderson - Tonkin Parts Center - Portland, OR

Steve Hofer – Park Chrysler Jeep – Burnsville, MN

Vendor Chairs

Susan McDaniel - Bill Luke CJD – Phoenix, AZ

Cody Eckhardt - Ken Garﬀ CDJRF - W. Valley City UT

*Alternate

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