Iowa | Street Smart | August 2019 by NIADA

STREET SMART IOWA INDEPENDENT AUTOMOBILE DEALERS ASSOCIATION | AUGUST/SEPTEMBER 2019

Mental Toughness and Sales Success TRAIN TO OVERCOME |

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SOCIAL MEDIA | By Kathi Kruse

TOP SUCCESS OBJECTIVES & SOCIAL MEDIA METRICS

Optimize Your ROI

One of the best things about social media Here are the top five dealership business marketing is that it’s measurable. objectives we encounter at Kruse Control, I’m still caught off guard when I hear some including the relevant social media metrics dealers don’t track their social media metrics you’ll want to track. or review their data. But I do understand, Retain Current Customers because so many dealers truly aren’t sure •R each. Reach is an important social metric what metrics to track or what the data might for all business objectives. However, it’s far indicate. easier to sell to existing customers than it is Defining the right social media metrics is to strangers. key to meeting dealership business objectives •E ngagement (comments, likes, shares, and makes it so much easier to measure ROI retweets, re-grams). Engagement is the (return on investment). kingpin of everything social. How are Two factors weigh heavily in existing customers engaging with your computing ROI: costs and metrics. content? Costs are the investments required to meet • Reviews. Customers do not consume in dealership objectives. Many dealers don’t silence. What common words or themes are measure and analyze each cost associated with customers saying? social media marketing: • Return visits from social media. How are •A ttention (there’s a reason it’s called “paying you tracking visitors to your website? What attention”) tactics are you using to engage them on an •L abor/Human Resources ongoing basis? •F inancial Engage New Potential Customers • Training • Increase in likes and followers. Is there a •O rganizational Development specific plan to increase your audience? •S ocial Technology Which platform, by how much and by •A gencies and/or Consultants when? •P aid Media (i.e. Facebook ads) •C ontent. What types of content are getting • Employee Engagement most engagement? Metrics are how you measure the result of •N ew opt-ins from social media. Are you your investments. One accurate measurement offering valuable information at no-charge is worth a thousand expert opinions. in exchange for contact info? Tracking the right social media metrics to •C ustomer acquisition. How many, at what determine ROI is challenging. With real-time cost, over what period of time? data providing cues to re-work certain tactics, •A udience demographics. Are the people it’s crucial to designate someone whose job you’re reaching actually your target is to track and analyze. Restructure of the customers? dealership’s organizational framework may Improve Customer Satisfaction be required. •R esponsiveness to messages and A marketing team’s comfort in working reviews. Everyone likes to be heard. with data and analytics is critical. Tracking Responsiveness gives prospective the right metrics is important but so is customers a glimpse of how you handle knowing what to do once you have the concerns, issues and questions. data, especially when things aren’t going as •R esponse time. Forty-two percent of social planned. customers expect a response within 60 Measuring metrics and analyzing results minutes. Is your store prepared to handle is formidable and you should take careful social media inquiries within the hour? consideration. Sometimes a social media •O nline reviews. What’s the company’s audit is called for. Due to the unique nature of practice for building a successful review the data, and the social aspect of the medium, funnel? it’s essential to isolate issues and determine •N egative feedback (reviews, hide posts, true success. unlike page, unfollows). How often is it Achieving dealership objectives with happening? How is this handled within the social media requires experiential knowledge organization? to make metrics meaningful. If you need Establish Earned Authority and Trust guidance, seek out trusted advisors who can • Traffic and time on your website help you accurately measure and analyze your from social media. “Social signals” let results. Google know your site is being talked Tracking and auditing results is about. Hopefully, there’s a live human most beneficial when you know the right managing your social channels to keep the metrics to measure. engagement high.

• Links to your site from social media. When social signals (traffic from social sites) turn into social shares, further value comes into play. People share good content and link to your site. Social media then becomes a huge win for SEO. •A mplification (shares by others). This is evidence your content resonates. Sharing provides “social proof,” which is a psychological phenomenon where people assume the actions of others in an attempt to reflect correct behavior for a given situation. We view a behavior as more correct in a given situation to the degree we see others performing it. • Opt-ins for “free helpful content.” One of the best ways to develop trust is to offer valuable tips/information at no charge in exchange for an email address. Have you explored this tactic? Have you considered a putting together a PDF with car buying tips? • Video views. How much time did people spend viewing your videos (such as walkaround or “how-to” videos)? How many watched each video all the way through? Increase Sales • Facebook ad spend vs results. Are you setting goals for Facebook ads? Does your vendor track these goals? How did each ad achieve its intended goal? • Facebook ad relevance. How did your offer resonate with the intended audience? • Organic vs paid engagement. Are your posts resonating with your audience before you pay to promote them? •G rowth of audience who visited your website from social. Which campaigns brought the most visitors? • Leads. Are you tracking results using dedicated landing pages and lead forms? • Conversions. How many sales converted from Facebook ads? •R evenue generated. What is your monthly revenue earned from Facebook ads? Determining the costs and tracking the right social media metrics will provide the data to measure your actual return on investment. Use these recommendations to put optimal processes in place. Your marketing decisions will become better informed, your social media will be more successful and the puzzle pieces will finally fit together on social media ROI. Kathi Kruse is an automotive social media marketing expert, blogger, consultant, author, speaker and founder of Kruse Control Inc., which coaches, trains and delivers webinars focused on integrating social media and online reputation management into dealership operations. She can be reached at kathi@krusecontrolinc.com.

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DEALER FORMS, PRINTING AND PROMOTIONS

The following businesses can provide Iowa auto dealers with dealer forms, printing and promotional items: WILSON DISTRIBUTOR SERVICE 1-800-634-0974 • www.wds-usa.com ERIKSON SOLUTIONS SERVICES, LLC 402-639-0664

Index

05.............................................President’s Letter 06..........................................Social Media Trends 08.................................................Google Reviews 10..............Mental Toughness and Sales Success 12................................................. Dealer Spotlight 15..........................................................CarLawyer

Advertisers Index

Manheim............................................................. 11 NextGear Capital ............................................ 8-9 vAuto................................................... Back Cover

What’s New

CONVENTION SESSIONS ONLINE

If you missed the 2019 NIADA NABD Convention & Expo, or a particular session, you can now watch education content online! You can also view education from last year’s convention. Check it out at NIADA.tv, the exclusive host of the 2019 NIADA Convention Sessions.

Office

For information on how to become a member please contact Judy Wilson. iiada@netins.net 641-755-4177

NIADA Headquarters

NATIONAL INDEPENDENT AUTOMOBILE DEALERS ASSOCIATION WWW.NIADA.COM • WWW.NIADA.TV 2521 BROWN BLVD. • ARLINGTON, TX 76006-5203 PHONE (817) 640-3838

For advertising information contact: Troy Graff (800) 682-3837 or troy@niada.com. Street Smart is published bimonthly by the National Independent Automobile Dealers Association Services Corporation, 2521 Brown Blvd., Arlington, TX 76006-5203. Periodicals postage paid at Dallas, TX and at additional offices. POSTMASTER: Send address changes to NIADA State Publications, 2521 Brown Blvd., Arlington, TX 760065203. The statements and opinions expressed herein are those of the authors and do not necessarily represent the views of Street Smart or NIADA. Likewise, the appearance of advertisers, or their identification as members of NIADA, does not constitute an endorsement of the products or services featured. Copyright© 2019 by NIADA Services, Inc.

STATE MAGAZINE MGR./SALES Troy Graff • troy@niada.com EDITORS Jacinda Timmerman • jacinda@niada.com Andy Friedlander • andy@niada.com MAGAZINE LAYOUT Christy Haynes • christy@niada.com PRINTING Nieman Printing

KNOW WHERE TO LOOK FOR RECALL INFORMATION ON VEHICLES

Vehicle dealers needing information on factory recalls can visit www.recalls.gov or find manufacturer toll-free numbers by going to www.autopedia.com/html/ HotLinks.html and making contact with the respective automaker. Know what recalls are pending on vehicles before you purchase them and give your customers peace of mind by checking out possible recalls before you retail the vehicle. For further info please visit www. safercar.gov or www.safercar.gov/ vinlookup. FIND ADDITIONAL RECALL INFORMATION AT THE FOLLOWING WEBSITES: www.recalls.gov and www.autosafety.org

INVESTIGATIONS INFORMATION LINE

515-237-3050

BUREAU OF INVESTIGATION AND IDENTITY PROTECTION

THE HOURS OF OPERATION ARE MONDAY THROUGH FRIDAY, 8:30 A.M. TO 3:30 P.M.

This phone line receives numerous calls so the IDOT encourages the use of our email (invbureau@iowadot.us) if the phone line is busy. The bureau investigations information line provides a way for the public to request information, ask questions or file a complaint related to investigative duties and responsibilities. This line is the primary point of contact to reach an investigator who is responsible for investigations in a specific area of the state of Iowa. To ensure accurate information is provided, the bureau investigations information line is answered by a bureau of investigation and identity protection investigator.

BOARD MEMBERS 2019-2020 PRESIDENT

Rick Theilen

Theilen Auto Sales 10536 265th Street Clear Lake, IA 50428 641-424-3352

CHAIRMAN OF THE BOARD

Jeff Schneider

Pocahontas Sales & Service P.O. Box 66 Pocahontas, IA 50574 712-335-4470

TREASURER

Judy Wilson, IIADA P.O. Box 337 Panora, IA 50216 641-755-4177

EXECUTIVE DIRECTOR Todd Thein

P.O. Box 356 West Branch, Iowa 52358 Phone: 319-521-7333

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REGIONAL REPRESENTATIVES

Darren Farmer

David A. Farmer, Inc. 1613 Franklin Center Point, Iowa 52213 319-849-2432

Kim Nelson

Nelson Automotive, LLC 300 Sandpiper Court P.O. Box 466 Polk City, IA 50226 515-984-9600

Jay Muller

Best Auto, Inc. 900 S. Grand Avenue Spencer, IA 51301 712-262-4581

David A. Farmer

David A. Farmer, Inc. 1613 Franklin Center Point, IA 52213 319-849-2432

Doug Wilson

Lake Country Automotive P.O. Box 341 Panora, IA 50216 641-755-3048

Marcus Hebert

CarsNow, LLC 2124 W. Broadway Council Bluffs, IA 51501 712-256-6757

Merrill Hitchcock

ADMINISTRATIVE OFFICES P.O. Box 337 Panora, IA 50216 Ph: 641-755-4177 Fax: 641-755-3247 Email: iiada@netins.net Toll Free: 866-962-9202

AUCTION REPRESENTATIVES

Dave LaFleur

ADESA Des Moines

Merrill’s Motors 317 N. 8th Street Winterset, IA 50273 515-462-1683

Monte Delzell

John Thiel, Jr.

Des Moines Auto Auction

Thiel Motor Sales, Inc. P.O. Box 287 DeWitt, Iowa 52742 563-659-9309

Doug Charleston

Charleston Enterprises, Inc. 20097 E. Panther Creek Road Adel, Iowa 50003 515-993-5959

Dealer’s Choice Auto Auction

Jami Schnoebelen

ASSOCIATION NEWS

PRESIDENT’S LETTER

Got the Bug

As most of us in the Midwest work on keeping ourselves entertained and sane during our -30 degree weather patterns we endure every year, many of us entertain ourselves by catching colds, a fever and or the flu, then sharing them with our loved ones and fellow workers. Others just watch their favorite sports or TV shows. Some folks may be dedicated to a gym or a card game with the neighbors. We tend to refer being trapped inside our homes in the winter as “cabin fever” while we tend to refer to contracting a virus as “catching a bug.” Statistics show that 95 percent of all humans are the same, which leaves 5 percent to differentiate from the rest. Some of us have a different type of bug. This is the bug for old iron, speed, horsepower, torque, fabrication, the smell of oil and “hot rod” fuel! With it goes the smell of cutting, grinding, welding, fiberglass, primer and paint. Just like being an independent dealer makes us a different breed. We are hot rodders, car builders, car designers, race car drivers, pro-street builders, custom car builders, classic car builders, T-buckets, fat fendered cars and hundreds of other types of hot rods. Some people may not quite understand our passion for old iron, and may even look at us like our elevators are a few stories short of the top floor. We just need to spend time educating these folks on our particular passion. Most of us car guys spend our winter time with our cars. We start with the chassis and suspension, shocks, upper and lower a-arms, brakes, pan hard bar, coil over springs, leaf springs, air bags, drag race or street driven, engine, displacement, bore stroke, compression ratio, cast or aluminum heads, ported, polished, and balanced. Then move to induction, carbureted, fuel injection, Ram jet, blower, or twin turbos! There are dozens of possible combinations. Then you have the transmission – stock, automatic, 4-5 or 6 speed – and the rear end – 3rd member, stock, ford 9 inch, fab nine, or gear ratio. The wheel and tire combinations are unlimited. For the interior – cloth, leather, stock, custom, gauges – there are unlimited combinations. On the exterior there is choice of paint. What type? And, perhaps most challenging, what color? Yes, we spend all winter, weekends, nights, and even call into work with the bug so we can spend the day on our “other bug” passion. In spring we finally get to test drive our winter’s work. The good, the bad and the ugly all come out on the first few test drives. I have this saying that is way too true some days –

“Drive on Sunday, hoist on Monday!” With the awesome first drive you have of that modified homebuilt oldiron 500-plus horsepower machine you spent the cold Midwest winter working on, screaming down the interstate at 70 mpg, life is good! There are car shows all over the world. There are many shows in the Midwest alone. You have cars, the people, and the food vendors. My favorite part is driving your hot rod to and from the shows – the satisfaction of all your time and work cruising down the highway. Anyone with a hot rod, including myself, could write books and books on all the fun and exciting things that go on at a car show. You just cannot not have fun at a car show, and you make a new friend at every show. Here is a car show example. I have gone to the ADESA Des Moines car auction since it opened. I see lots of dealers there every week, so I know they exist, yet I do not really know them even though I see these guys more than my own relation. There is a car cruise every year, the largest in Iowa, called Cruise of the Woods. You drive through Iowa on different routes and all cars end up in Fort Dodge, Iowa. The show has a top 20 pick of the hundreds of cars at the show. Our 1960 Chevrolet Brookwood Wagon was one of the 20. They have the cars drive in front of the crowd to give you your trophy. Now to my point: In front of me was Tony Onstot, an independent dealer from Ted’s Used Cars in Norwalk, Iowa. We talked and I got to know Tony personally – I just never took time at the auction. Now I consider Tony a car guy and a friend – because of a car show. I would like to introduce you to two car guys and a gal. IIADA just held their annual meeting on April 27 at the Amana Colonies. Three of the guest speakers were Holly Merz, Jason Maahs and Ryan Ridout. Just as Ryan and Jason were preparing to travel home from the meeting I stopped to thank them for their time. We started talking cars – go figure. Ryan Ridout, director of the Bureau of Investigation and Identity Protection of the Iowa DOT has a “bug” for the 1968 Chevelle and 1979 Ford trucks. Come to find out, Jason Maahs, deputy director of the DOT’s Bureau of Investigation and Identity Protection also has a “bug” for the 1965 Mustang he owns. Holly Merz, an investigator with the Iowa Attorney General’s Office of Consumer Protection also gave me a few minutes of her time. Holly said she has taken time to visit some dealerships to understand how we work. Kudos to Holly to take time to understand

independent dealers – to me this makes Holly a car gal. This just shows that anyone can be a car person. One of the biggest reasons I am writing this particular article is that most of the car shows have an entry fee that goes to a charity of some type – many for handicapped children. All the shows need sponsors. As we are in the car business, I am hoping more of you dealers will help sponsor your local car show. All the people working the shows donate their time. It takes a full year to set up these shows. This helps your community, including preparing the next generation to keep the shows alive, which also leads back to enhancing the car business overall. Keep the new generation involved with automobiles! I have been fortunate to have won many car shows over the years. Some of the shows will give cash to the top 3-5 winners. I have this thing about not taking monies that will be used for charity. At all of the shows I have asked if I can sign the check back to the car show to give the money back to the charity. I always get a big smile and a yes. The first time I did this, I found out the money was to be used for Girl Scout uniforms. The guilt I would have felt if I would have kept the money. There’s something about the generosity of car guys. After I signed my check over to the Girl Scouts, Dan Hurt, head of the committee for the Webster City Car Show, announced I had given my check back to the charity. All of the other winners of cash donated their money back also. I got a lot of thumbs up and pats on the back that day. That’s what car guys are all about. Car guys and gals, help support your local car shows – it is good for the community and helps the next generation catch the “bug.” Regards, Rick Theilen IIADA President

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INDUSTRY WATCH | By Simon Davies

HOW SOCIAL MEDIA HAS CHANGED THE AUTOMOBILE INDUSTRY

Social Media Trends

As we are looking for the next wave of buyers we must continue to look at social media and how big of a role it plays in our dealerships. This is an article that I read and am passing along to our Street Smart readers.

images. Unsurprisingly, cars frequently pop up in these images. Instagram, in particular, is as crowded with cars as an airport car park. Instagram users, especially wealthy ones, are keen to post pictures of their cars online Cars have changed a lot since the Ford to garner as many “likes” as they can. Browse Model T first rolled onto the market. But the accounts of the so-called “Rich Kids of along with the vehicles themselves, the Instagram,” and you will see many images of way the automobile industry sells cars has young car owners either driving or simply changed too, and it’s largely thanks to social sitting on their new car purchases – often media. Porsches, Ferraris, and Bentleys. Social media has completely transformed One particular Instagram Rich Kid, Jack the conventions of car sales in many ways. Watkin, amassed a car collection worth £1.7 Here are just a few of them. million after having his driving license for just a month. The fleet includes two Bentleys, Social Media Marketing for Cars is two Mercedes-Benzes, one Rolls-Royce, one Now Essential to Attract Buyers Porsche, and one Range Rover, all of which Car manufacturers have traditionally have seen more mileage on social media than relied on flashy television advertisements to they have on the road. promote their brands. But with the everThis fondness of photographing their changing media landscape shifting into social vehicles comes with a love of customizing media, this all looks set to change. them. Luxuries like custom number A mass of research data, compiled into plates, rims, and elaborate paint jobs are one article by V12 Data, revealed a number increasingly popular ways for Insta-fans to of insights into why car sales are now so put their personal stamps on their new rides. reliant on social media. First, 84 percent of Now car brands are using social media automobile buyers are on Facebook, and 66 to reach their target market directly. Audi’s percent of car buyers or owners who saw Instagram page, for example, is full of a Facebook ad clicked on it. That’s a 100 original visual content portraying the beauty percent increase from 2014’s figure, meaning of its vehicles that reassure potential rich-kid that car buyers’ interactions with Facebook buyers their Audi purchases would look good advertisements are growing fast. on their favorite image-sharing platform. The If the willingness of car shoppers to click page has garnered 7.4 million followers, each on Facebook ads sounds unusually high, one of whom has the potential to become a that’s because it is. A study from Unified loyal customer. found Facebook adverts for cars are twice as likely to be clicked than other ads on the The Car Buying Process Has Moved platform. Online Car shoppers don’t just sit back and wait to Social media in the automotive industry is be bombarded with ads, either. They actively about far more than just attracting customers seek out information on the Internet. Threeby placing adverts and aping their Instagram quarters of car buyers surveyed said they habits. In fact, increasingly the entire carused the Internet, including social media, buying process takes place over social media. to help them choose a dealership to visit. Late last year, one driver bought an Half of car buyers said they visited only one £825,000 Aston Martin DB5 over a social dealership before buying. media app called Vero. Vero is a nextWith figures like these emerging from generation social network with the slogan several different studies, any car dealership “True Social.” Its primary goal is officially or manufacturer that is not using social to “make online sharing more like real life,” media marketing is likely doing considerable though judging by this transaction, its true harm to their business prospects. strength may lie in high-value automobile sales. It’s not just newer social networks that Cars Are Now More About Appearance are hawking car dealers’ wares. Facebook’s than Ever Marketplace feature allows users to buy and The look of a car has always been an sell products from their local areas including, important buying factor, but the growth of you guessed it, cars. social media has made it more crucial than Less formal car sales are also taking ever. place online between brands and social Several of the most popular social network users. Recently, Spanish networks place emphasis on users sharing driver Raul Escolano used the hashtag

STREET SMART AUGUST/SEPTEMBER 2019 WWW.IOWAIADA.COM

“#compraruncocheportwitter” (translation: #buyacarontwitter) to challenge car manufacturers to sell him a vehicle over the social network. Nissan took up his challenge and Escolano became the proud owner of a Nissan X-Trail. Reporting on the story, The Verge said, “Given how awful car purchasing experiences can be, this probably won’t be the last car sold on a social network.” It also suggested that any online expertise will be highly advantageous to car manufacturers and dealers going forward. Based on what we’ve seen, they are not mistaken. Simon Davies is a London-based freelance writer with an interest in startup culture, issues, and solutions. He works and explores new markets and disruptive technologies and communicates those recent developments to a wide, public audience. Follow Simon@simontheodavies on Twitter.

PRODUCTS & SERVICES

LEGISLATIVE NEWS

OFFERUP IDS BUYERS READY TO BUY CARS

IOWA LEGISLATIVE UPDATE

Legislation Passed During 2019 Legislative Session of Interest to Auto Dealers The following are bills passed during the 2019 legislative session that are of interest to auto dealers. House File 391: Increases the required amount for a surety bond for the issuance of a travel trailer dealers’ license from $25,000 to $75,000. Bill is effective July 1, 2019. Senate File 435: Updates definitions regarding towable travel trailers and increases dealer responsibility on warranty repairs. Effective July, 1, 2019, this legislation re-writes some of Iowa Code 322C – Travel Trailer Dealers – and was sponsored by the Recreation Vehicle Industry Association. Senate File 619: This legislation repeals Iowa Code 516E and eliminates providers

(dealers) filing requirements. Motor vehicle service contract requirements were placed into Iowa Code 523C, which was previously for residential service contracts. More information will soon be on the Insurance Division website – https://iid.iowa.gov (look under Regulated Industries). Chapter 523C now covers both residential service contracts and motor vehicle service contracts. There will be a fee increase for motor vehicle service contract companies. This legislation was sponsored by the Service Contract Industry Council. It is effective May 16, 2019. H.F. 767 - Electric Vehicle Fees: This bill creates new registration fees for electric and hybrid vehicles.

Hot Lead Indicator

OfferUp recently announced the launch of its Hot Lead Indicator, a machine-learning tool that helps automotive dealers identify prospective car buyers who are ready to buy their cars. In addition, the company announced that Buy Here-Pay Here dealers can now add a “Verified Low Credit Financing” label to their profile and list vehicles with a “Call for Details” tag in lieu of showing their vehicles’ prices. Both features are free and part of OfferUp’s Automotive Dealer Program, which launched in 2018.

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108 people saw your review!

People like your review

Congratulations, your review helped people over 100 times! Millions of people rely on reviews like yours to learn what places are like.

ONLINE MARKETING | By Kenny Atcheson

GOOGLE REVIEWS

3 Critical Updates

Google techs have been busy changing things again, including three critical updates. First, they are proactively asking Android phone users to write a review on Google for each place their phone has been physically located within the last few months. It is amazingly accurate. In one session I was asked to give a rating on Google about my experiences at places I

had visited in South Dakota, Orlando, Tampa, Having spilled the beans about Google’s Dallas, San Antonio, Phoenix, Las Vegas, inner workings, here are some dos and Henderson, and more. My Android phone don’ts regarding online reviews. tracked the restaurants, hotels and dealerships Don’t I visited during that same time period. • Don’t write a review about your own What Google techs did not know was I business. wasn’t a customer at any of the dealerships • Don’t let employees write a review about I visited. I was consulting and conducting your dealership. employee training on customer service, sales, • Don’t write negative reviews about the and online reviews. But I was asked for a competition. review anyway. • Don’t exchange positive reviews with Here’s what stands out: If someone visits your buddy’s business. your dealership and does not buy, a Google • Don’t incentivize customers to write a prompt will still ask for a review. Is a nonreview. buying customer more likely to write a Do negative review than a customer who buys? • Do recognize that the way your team Second, Google is incentivizing people to treats people has a big impact on write a review. Google has reviews, but it’s not all that matters. You offered free access to Google need to do more. tools that are not available to • Do respond to all reviews. It shows everyone else at this time. You customers, prospects and Google can’t incentivize customers to powers-that-be you are listening. write a review, but evidently • Do use a system to keep most negative Google muckety-mucks can. reviews internal while at the same In another update, they are time boosting positive reviews into the encouraging people through public realm, such as on Google. positive reinforcement to write more reviews on Kenny Atcheson is the founder and president of Dealer Profit Pros and Google, such as the pictured author of Marketing Battleground: How to Deploy Under-the-Radar Strategies example I recently received to Explode Your Profits. His website can from Google. be found at www.DealerProfitPros.com.

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ACCELERATE |

By GWC Warranty

BIG AUCTION WINS

Outside-The-Box Ideas to Stand Out The used car industry is more competitive than ever before. Everywhere you turn you and your competition are going head to head on the vehicles customers in your area want. Overcoming this obstacle is all about standing out from the crowd. And what better way to step out from the crowd than to step out from your normal acquisition habits? Sometimes the hidden gems are simply hiding in places you haven’t looked before. And once you find them your customers and your bottom line stand to benefit. Hop in the Car Sometimes the best finds reside a few miles farther away than you’re used to. If you’ve been hitting the same auctions year after year, it might be time to extend your radius a bit. You might just score a car that’s what you’re looking for and more for your customers. Hop on the Internet Online auctions may be a new frontier but might just be the ticket to the cars you and your customers desire. Test the waters and get on the web to see if you can find a new frontier for vehicle acquisition. Not to

Everywhere you turn you and your competition are going head to head on the vehicles customers in your area want. Overcoming this obstacle is all about standing out from the crowd. mention if you find some you like you can start finding cars from the comfort of your office chair. Hop on the Phone You might even be able to find some dealers outside of the live or virtual auction lanes. If you’re in an area near a senior home, you might be able to make a connection to get vehicles as new residents are looking to offload them. Or maybe you operate near a college and graduates moving onto new jobs are trading up to a new car. Both scenarios give you the opportunity to find unconventional avenues to score big when acquiring new inventory.

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SALES MATTERS |

By John Chapin

MENTAL TOUGHNESS AND SALES SUCCESS

Train to Overcome

In a recent article, I mentioned the five foundational personality qualities necessary for sales success: people skills, mental toughness, work ethic, attitude, and character (honesty and integrity). If someone is missing any one of these, they won’t make it in sales over the long haul. Of the five, I find the one that is most overlooked is mental toughness. Not just in the initial search when looking for a new sales rep, but also after the person is hired. When someone comes to you, they either have good people skills, work ethic, attitude and character, or they don’t. You can’t teach those. They also come to you with some level of mental toughness. It may be high, low, or somewhere in the middle, but they at least have some. That said, mental toughness is a skill that can be, and should be, developed after they’ve been hired, similar to sales skills and product knowledge. This is where many companies miss the boat. While most companies have some form of product and sales training, very few do any mental toughness training, and mental toughness can make or break a salesperson. Why mental toughness training? There’s a saying that 90 percent of life is mental, or as Yogi Berra reportedly said, “90 percent of life is half mental.” Whether or not you like math or Yogiisms, one thing is true: sales – like life – is pretty much 100 percent mental. Think about it. One hundred percent of our waking hours, and most of our sleeping hours, are done through our brain. With the amount of rejection required to be successful in a sales career, one needs to have a high level of mental toughness. When people fail at sales, 99.9 percent of the time it’s due to a lack of activity: they didn’t make enough calls, talk to enough people, or get enough qualified prospects to make enough sales. What causes the lack of activity is either fear of rejection (addiction to the approval of others), complacency (the comfort zone), or an inability to persist and persevere when they encounter repeated failure and rejection. The cause of each of these is a lack of mental toughness. What is mental toughness training and how do you do it? In short, mental toughness training is training people to overcome the mental hurdles they encounter in sales and in life. Essentially, it’s developing someone’s grit and determination.

You do it by discovering what they’ll fight for and what they’ll die for and then helping them use those emotional hot-buttons when they are down or otherwise unmotivated. This requires a deep dive into the psyche via targeted questions that cover the past, present, and future in all the major areas of life. What you’re after here is their why. Why do they do what they do? Why do they get up in the morning and go to work? Why is it critical they succeed in their career? A powerful why is the key to having a high level of mental toughness. As Nietzsche once said, “He who has a [powerful enough] WHY to live, can bear almost any HOW.” In other words, if the why is powerful enough, a person will go through almost anything to achieve their goals. That means they’ll push through rejection, won’t allow themselves to get complacent, and even when they are feeling down and beat up, they’ll still have the persistence and perseverance to keep moving forward. While finding someone’s why involves some extensive questioning over several weeks, in short, you discover someone’s why in two areas: pleasure and pain, which is the language of the brain. On the pleasure end, what are they running toward? What do they want for themselves and the people in their lives? Do they want a house on the lake or a new sports car? Do they want to send their kids to a specific school? Do they want to take a trip around the world with their family? Do they want to retire and travel? What are their goals and dreams, and how much money do they need to make those goals and dreams a reality? Start with goals but keep in mind for most people positive goals aren’t enough to keep them motivated long-term. As a result, we need to leverage pain. Pain is a more powerful motivator than pleasure for humans. What “pain” is someone running from in the present, hoping to avoid in the future, or striving to overcome from the past? What has happened to them that motivates them? Did they get fired from a job? Did someone tell them they’d never amount to anything? Is there an ex-spouse or ex-boss they’re going to show they made a mistake? Are they afraid of not having enough money? Are they afraid of how they’ll feel if they don’t provide for their family? Where are the issues, or the pain? What are the motivators or demotivators behind those? When you think of motivation, think of the 3 Ps: people, possessions, and proof.

STREET SMART AUGUST/SEPTEMBER 2019 WWW.IOWAIADA.COM

A powerful why is the key to having a high level of mental toughness. As Nietzsche once said, “He who has a [powerful enough] WHY to live, can bear almost any HOW.” What do they want for the people in their lives, including themselves? What possessions do they want and what values do those possessions fulfill, such as peace of mind, security, love, and excitement? And what do they have to prove to themselves and others? Do they need to prove they are worthy, important, capable of taking care of their family, or good enough? When you discover what’s truly important to people, what they are willing to fight and die for, then you and they will have the necessary emotional hot-buttons to push for them to get through fear, step out of their comfort zone, and get back up after they’ve been knocked down. John Chapin is a sales and motivational speaker and trainer. He has over 31 years of sales experience as a number one sales rep and is the author of the 2010 sales book of the year: Sales Encyclopedia. For more information, visit www.completeselling.com or email johnchapin@completeselling.com.

WWW.IOWAIADA.COM AUGUST/SEPTEMBER 2019 STREET SMART

DEALER SPOTLIGHT

GETTING TO KNOW CLINT HELMUTH

Clint Helmuth

Owner of Kalona Auto and Wilton Auto If one dealership is good, two has to be better. And nothing could be truer for Clint Helmuth, the owner of Kalona Auto and Wilton Auto. In 1970 Clint’s father John Helmuth started a used car dealership and named it Kalona Auto. It was primarily a service center in Kalona. In 1995, Clint began working with his dad at the dealership. Still maintaining the service side of the business, Clint put more emphasis on vehicle sales. The business continued to grow. As they kept adding more inventory, the dealership became land locked, so Clint started looking for locations to expand. When an opportunity presented itself right across the street from the present dealership in 2009, the Helmuths purchased the property and moved into the remodeled facility. The new location offered space for sales offices they needed along with parking for over 100 cars. With their new facility and increased inventory, sales continued to grow. They now average 40 units a month. “Our location is the key,” Clint said. “We are located at the intersection of Highway 1 and Highway 22 just 19 miles south of Iowa City

and 14 miles north of Washington, Iowa.” “Also being in a close knit community of over 2,500 people helps,” said Clint. “The Kalona community is very loyal to its local businesses.” The Helmuths use several forms of advertising, including online with websites such as AutoTrader, CarGurus, and Facebook Marketplace as well as trade magazines and local newspapers. Clint said, “We offer a special of the week in the local paper to maintain a local presence.” In 2016 Clint came across an opportunity to open a dealership in Wilton, Iowa, and decided it was time to expand. Wilton is in Muscatine County located on Highway 38 just a few miles south of Interstate 80 and Highway 6, 13 miles north of Muscatine. The population is 2,800. Wilton is 60 miles away from Kalona and has a large commuter population so Clint knew there would be a great opportunity to sell to the Wilton community. Clint hired Mike Wagamon to run Wilton Auto. “We run the same type of store as Kalona, with about 25 cars on the lot,” Mike said. “Our biggest challenge is being new to the

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community – we have to earn the trust of the local customers and show them that we’re here to take care of their automotive needs.” Clint spends most of his time buying inventory. Replacing 30 to 40 units a month in Kalona and another 20 to 30 units in Wilton is a full time job. That only gets them back to even as Clint is trying to increase his inventory at both locations. “I would really like to get back to 90 to 100 cars in Kalona and 40 to 50 in Wilton,” Clint said. “One good thing is that our salespeople have the ability to sell off either lot.” Clint has seven full time employees in Kalona. His office manager, Julie Bontrager, is responsible for handling the day to day office responsibilities along with all the title work for both locations. “Julie does a great job for our stores and make sure all the paperwork is done correctly and sent out on time,” Clint said. They also have two full time salespersons at the Kalona store. Clint said, “Gary Bontrager does the majority of the selling at Kalona Auto, while John prefers to work in the service department.” They also have two full time mechanics and two full time detailers, along with a part time salesperson. “Mike is running a one

Office manager Julie Bontrager

man store in Wilton for now. As the business increases we will be adding additional staff,” Clint said. The dealership structured their business hours the same for both locations: 9am to 6pm Monday through Thursday, 9am to 5pm on Friday, and 9am to 3pm on Saturdays. Clint’s wife Amy runs her “Petals Flower Shop” in a portion of the dealership building as well. “We were able to use part of our building and incorporate the flower shop, bringing another business into Kalona. Amy has been running her store from this location since 2013,” said Clint. Clint and Amy have been married for 18 years. They have three children: Tyler, 15; Mason, 12; and Avery, 11. If you can’t find Clint at his dealership, chances are he will be coaching baseball, hunting, fishing, camping, or a combination of all four. “Since Dad first opened our dealership in 1970, we have always worked to maintain customer satisfaction and that is just as true today,” said Clint. “We value every one of our customers and strive to be their dealership.” It is exciting to see dealers like Clint looking towards the future and expanding their dealerships to meet and exceed their

Salesman Gary Bontrager

customers’ needs. If you are ever in Kalona, Iowa, stop by and say hello to Clint Helmuth and his staff and see why their dealership has been selling and servicing Kalona and Wilton, Iowa, for the past 49 years. Kalona Auto has been an IIADA member since 1993. Thank you, Clint, for the opportunity to feature your dealerships in Street Smart. You set wonderful examples for service and quality for your customers and we appreciate your membership in IIADA.

WWW.IOWAIADA.COM AUGUST/SEPTEMBER 2019 STREET SMART

F&I MATTERS | By IIADA Staff

HOW CONSUMERS AND DEALERS BENEFIT FROM F&I

Important Products to Consider As the prices of vehicles continue to increase, our margins are decreasing but the financial obligations for our customers are at an all-time high. There are several products that can defer the long term cost of operating an automobile. If you are not offering consumer retail financing, GAP insurance, service contracts, or warranties and corrosion and appearance protection, you will want to research these products to benefit your customers and increase your bottom line. Remember, if we don’t offer the products and build value in them, there is no way the customer can determine if they will benefit them in their car purchase. Retail vehicle financing in dealership financing is the most common type of financing offered through dealerships. The customer and dealer enter into a contract where the customer buys a vehicle and agrees to pay, over a period of time, the amount financed plus a finance charge. The dealer may retain the contract, but typically sells it to a bank, finance company or credit union that services the account and collects the payments. Being able to offer financing sources to your customer is a necessity in today’s competitive marketplace. If your dealership is able to provide financing to the customer, the financial source will pay the dealership for the business – this is referred to as a flat fee and can range from $200 to $400 per contract. Also, managing the contract within your dealership creates the opportunity to present other beneficial products to the customer. If your dealership does not have a Dealer Management System, consider getting a system that will expedite the sales process and figure payments correctly. GAP insurance is becoming a necessity for today’s buyers. This is an affordable way to cover negative equity on a financed

vehicle in the event of a major loss of the vehicle. The average GAP contract will range between $595 and $795. How GAP insurance works: When you buy or lease a new or used car or truck, the vehicle starts to depreciate in value the moment it leaves the car lot. In fact, most cars lose 20 percent of their value within a year. Standard auto insurance policies cover the depreciated value of a car – in other words, a standard policy pays the current market value of the vehicle at the time of a claim. If when you finance the purchase of a car and put down only a small deposit, in the early years of the vehicle’s ownership the amount of the loan may exceed the market value of the vehicle itself. In the event of an accident in which you badly damage or total your car, GAP insurance covers the difference between what a vehicle is currently worth (which your standard insurance will pay) and the amount you actually owe on it. It’s a good idea for customers to consider buying GAP insurance if they: •M ade less than a 20 percent down payment. •F inanced for 60 months or longer. •L eased the vehicle (carrying GAP insurance is generally required for a lease). •P urchased a vehicle that depreciates faster than the average car. •R olled over negative equity from an old car loan into the new loan. Service contracts are a necessity in selling used cars. Vehicle service contracts are designed to protect consumers against unexpected, costly repairs to their vehicle. A vehicle service contract can be purchased by a consumer to cover the costs associated with vehicle repair, including parts and labor for certain repairs or replacements that may be required after a manufacturer’s warranty expires. A given individual’s

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coverage for any given repair is based on the terms and conditions of his or her vehicle service agreement. It is not a question of if but when something will fail on a vehicle. A service contract can offset expensive repairs. By selling a service contract and incorporating the price into the customer’s monthly payment, the customer will be paying as they drive and can minimize the out-of-pocket expense when a part fails. The average service contract will retail between $1,700 and $3,500 depending on length of contract and coverage plan. Corrosion and appearance protection: With the investment our customers are making in their vehicles, they need to be able to protect that investment. This is where Corrosion and Appearance Protection packages need to be offered. Most customers do not take the time to properly maintain the interior and exterior of their vehicle. By offering a Corrosion and Appearance Protection package, customers can maintain the appearance with minimal effort, while having accidents cleaned or repaired under their contract. The average corrosion and appearance package will retail between $595 and $895 and will assist your customer in protecting their investment. IIADA has approved benefit providers that can assist your dealership in pricing and applying the corrosion and appearance protection packages or they will train your staff in completing the process in your own store. IIADA also has several approved benefit providers who will provide information on GAP, service contracts and warranties and provide training on working with lenders and finance sources for your subprime or prime customers. We know not every customer will take advantage of these items. However, if we don’t believe in and offer these services to our customer, we do not give them the opportunity to make an educated decision to protect their automobile and reduce their financial exposure. The important thing to remember is dealers have opportunities to provide the above products to their customers and it is crucial to know the rules, regulations and laws regarding these items and to be ethical when offering them to your customers. Make sure your customer understands what you are offering to them is critical in this process. Some of this information was provided through articles written by the Insurance Information Institute on www.iii.org.

LEGAL UPDATE | By Thomas B. Hudson and Nicole Frush Munro

THE CARLAWYER

Keeping You Informed with the Latest Governmental Issues and Activity in the Used Car Industry Here’s our monthly article on selected legal developments in the auto sales, finance, and leasing world. This month, the action involves the Federal Trade Commission and the Consumer Financial Protection Bureau. As usual, our article features the “case of the month” and our “compliance tip.” Note this column does not offer legal advice. Always check with your lawyer to learn how what we report might apply to you, or if you have questions.

in violation of the Consumer Financial Protection Act and the Telemarketing Sales Rule. The defendants operate two of the largest credit repair companies in the country, Lexington Law and CreditRepair.com. The bureau alleged the defendants and their affiliates made deceptive marketing representations to generate referrals to the credit repair companies. The bureau also alleged the defendants requested and received payment of prohibited upfront fees for their credit repair services. Under the TSR, companies can charge fees for credit repair services only after a certain period has elapsed and the company has demonstrated the promised results have been achieved. The defendants allegedly charged consumers when they signed up for the service and on a monthly basis thereafter, without waiting the prescribed period and demonstrating the promised results were achieved.

plan and focus on the value it provides for most customers, without thinking about who may not benefit. Perhaps that’s what happened here. The dealer just didn’t think about whether the service plan would be valuable to a customer who turned in the leased car when the manufacturer’s warranty expired. Or maybe the dealer assumed customers would figure this out for themselves. This AVC hit the dealership in its pocketbook. The AG invited customers to complain to his office and required the F ED ER A L D EVELOPM E N TS dealership to make restitution to those FTC extends deadline to comment on complainants “to the satisfaction of the proposed safeguards rule changes: In Commonwealth.” And it looked like the March, the FTC announced it was seeking dealership already had made restitution to public comment on proposed changes to the complaining customers. Finally, the AVC Gramm-Leach-Bliley Act’s Safeguards Rule required the dealership to pay a civil penalty and Privacy Rule. The FTC set a comment of $5,000 and another $5,000 to the AG’s deadline of June 3, 2019. On May 21, 2019, office for the investigation’s cost. in response to requests from commenters, The toughest part of this AVC may the FTC announced it is extending the be neither the reputational harm nor Safeguards Rule deadline to August 2, 2019. CAS E O F T H E M O N T H the financial cost. The AVC enjoins FTC rescinds unnecessary FCRA A Pennsylvania dealership sold and leased the dealership from engaging in any model forms and disclosures: On May 22, cars with a manufacturer’s warranty for “fraudulent or deceptive conduct which 2019, the FTC issued a final rule rescinding 36 months or 36,000 miles. It also offered creates a likelihood of confusion or of several Fair Credit Reporting Act model retail and lease customers a product it called misunderstanding.” This prohibition lasts forms and disclosures. The Dodd-Frank a “warranty,” but this may have been an forever. A future violation entitles the AG Act transferred rulemaking authority extended service plan. The product excluded to a civil penalty up to $5,000 per violation. associated with these forms and disclosures manufacturer’s warranty claims. Pennsylvania law also includes a “nuclear to the CFPB. The final rule, intended to The Pennsylvania attorney general option” – for the violation of an injunction, reduce confusion by eliminating forms and pounced on the dealership, alleging the the AG can ask the court to revoke the disclosures that are no longer necessary, product “failed to provide any meaningful dealership’s right to do business and appoint includes a chart cross-referencing value relative to the consideration paid by a receiver of the dealership’s assets. rescinded forms with the corresponding the consumer.” The AG’s press release was This Month’s CARLAWYER CFPB Forms. The changes were effective blunter – the headline said the dealership Compliance Tip May 22, 2019. sold “valueless warranties.” In colorful This compliance tip mirrors the one we CFPB issues proposed FDCPA rule: language, the AG said, “This dealership gave you last month about the sale of GAP On May 7, the CFPB issued a proposed rule took its customers for a ride” and “bilked coverage. Here, as then, we immediately implementing the Fair Debt Collection customers out of their hard-earned money.” wondered whether the dealership had Practices Act. The proposed rule focuses on Ouch. trained its salespeople about what they the substance of consumer communications Was this dealership’s voluntary protection could and should not say about the and time-and-place requirements and product worthless? A service plan that voluntary protection products they offer restrictions. Comments on the proposed rule only duplicates a manufacturer’s warranty to their car buyers. Have the dealership’s are due by August 19, 2019. The proposed rule would seem to offer no value. Is that what employees involved in the sale of these includes a proposed effective date of one year happened here? It is hard to tell from products read them thoroughly and do they after its publication in the Federal Register. either the press release or the Assurance of understand their terms and conditions? FTC retains holder rule: On May 2, the Voluntary Compliance the AG filed in state Did the dealership have scripts for the FTC announced it completed its regulatory court. salespeople to follow, and were those scripts review of the Trade Regulation Rule But we have a clue. Although the blessed by the dealership’s lawyers? How is Concerning Preservation of Consumers’ dealership sold this product to both this issue addressed in your shop? Claims and Defenses as part of its systematic purchase and lease consumers, the AVC So, there’s this month’s roundup! Stay review of its rules and guides and has alleged a problem only for the product legal, and we’ll see you next month. determined to retain it without modification. bought in connection with 36-month leases. Tom (thudson@hudco.com) is of counsel and Nikki CFPB sues over credit repair That’s the limit of the manufacturer’s (nmunro@hudco.com) is a partner in the law firm of Hudson Cook, LLP. Tom has written several books services: On May 2, the CFPB announced warranty. This fact suggests to us the and is the publisher of Spot Delivery, a monthly it has sued PGX Holdings, Inc., its dealership’s product provided service legal newsletter for auto dealers. He is the CEO of CounselorLibrary.com, LLC and the editor in chief of subsidiaries – Progrexion Marketing, Inc., beyond the manufacturer’s warranty. If CARLAW, a monthly report of legal developments for the auto finance and leasing industry. Nikki is a Progrexion Teleservices, Inc., eFolks, so, only consumers who leased cars for 36 contributing author to the F&I Legal Desk Book and LLC, and CreditRepair.com, Inc. – and months – the limit of the manufacturer’s frequently writes for Spot Delivery. For information, visit www.counselorlibrary.com. © CounselorLibrary.com an individual attorney for deceptive and warranty – would not benefit. 2019, all rights reserved. Single publication rights only, to abusive telemarketing acts and practices Many dealers would look at their service the Association. HC/4812-0002-7032.1. WWW.IOWAIADA.COM AUGUST/SEPTEMBER 2019 STREET SMART

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“NO QUESTIONS ASKED” TradeRev Unveils Pilot Program

When wholesale vehicle buyers feel they did not get what they pay for, they often must go through a cumbersome process to return the vehicle. With a new TradeRev pilot program, buyers can now return vehicles with “no questions asked.” TradeRev, a business unit of KAR Auction Services, has been piloting what it describes as an industry-first return policy since May. “With No Questions Asked, we’re making things as simple as possible for buyers – you don’t like the car, you get your money back,” said TradeRev executive vice president of global operations Keith Crerar. Through the pilot program, buyers can notify TradeRev within two business days of vehicle delivery to use the return policy. At that time, TradeRev refunds the purchase price less any initial transport charges and buy fee. TradeReady vehicles (inspected by TradeRev), as well as as-is vehicles, are eligible for the program. The company will continue the return policy as a pilot, with plans to roll out availability to all users over the next year. TradeRev president Becca Polak said TradeRev is working to improve the user experience, eliminate friction and build customer trust. “When buyers feel they didn’t get what they paid for, they enter an arbitration process that involves the seller and can take time,” Polak said. “For dealers, time is money. Our No Questions Asked return policy helps dealers buy with confidence, knowing they can return a vehicle if it’s not what they expected and get their money back quickly.” Crerar said, “The policy aims to remove all potential pain points for the buyer and is a prime example of how TradeRev is standing behind its commitment to make buying fast, fair and easy for dealers.”

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THE CYCLONE AGENCY

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CARMAX AUCTION – DES MOINES

10315 Hickman Road Urbandale, Iowa To Register: 888-804-6604 In House Auction – Every other Monday 9:30 A.M.

DEALERS CHOICE AUTO AUCTION, INC.

503 South Wapello Road Mediapolis, Iowa 52637 319-394-3510 (888) 771-6810 319-394-3511 (fax) www.dcaa.com President: Monte Delzell Nationwide Transportation: EZ Auto Shippers Steve Miller: 866-310-5936 Sale Every Tuesday – 6:00 p.m.

DES MOINES AUTO AUCTION

1530 S.E. McKinley Road Des Moines, Iowa 50320 (515) 285-8911 Fax: (515)256-9161 FRIDAY AT 9:30 A.M. Todd Givant, General Manager

MANHEIM CHICAGO

MANHEIM KANSAS CITY

3901 North Skiles Road Kansas City, MO 64161 (800) 247-7163 Fax: (816) 452-2393 General Manager: Victor Ferlaino Wednesday 9:30 a.m.

MANHEIM MILWAUKEE

561 South Highway 41 - 27th Street Caledonia, WI 53108 (262) 835-4436 (800) 662-2947 Fax: (262) 835-2684 General Manager: Dennis Worthy Dealer Sales Manager: Kimberly Schure Wednesay 9 a.m.

MANHEIM NORTHSTAR MINNESOTA

4908 Valley Industrial Blvd. North Shakopee, MN 55379 (952) 445-5544 (888) 445-2277 Fax: (952) 445-6773 General Manager: Scott Maybee Open Sale: Thursday at 9:30 a.m.

MANHEIM OMAHA

9201 S. 144th Street Exit 440 off of I-80 Omaha, NE 68138 (402) 896-8000 (800) 218-4192 Fax: (402) 896-6758 General Manager: Steve Robinson Assist. Gen Manager: Korey Grell Thursday 9:30am.

CODE OF ETHICS

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13813 St Charles Rock Road Bridgeton, MO 63044 (314) 739-1300 (800) 533-5414 Fax: (314) 298-3347 General Manager: Jason Blake

We will have a general duty of integrity, honor and fair dealing toward the general public.

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We will comply with all city, county, state and federal laws and shall endeavor to keep ourselves informed of those laws governing our business.

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We will not intentionally injure the business reputation of another member or competitor.

MID-STATE AUTO AUCTION

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We will employ truth and accuracy in advertising and selling.

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We will stand behind any guarantee given with the sale of a motor vehicle.

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We will not perform any act, which would bring disrepute to the motor vehicle industry.

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We will expose or halt, where found, any scheme designed to deceive or defraud the automobile buying public and aid in prosecuting those guilty of such acts.

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We will constantly strive to improve business methods to the end that the public will be better served.

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We will encourage the American system of free enterprise.

MANHEIM ST. LOUIS

100 Bach Ave. New York Mills, MN 218-385-3777 218-385-3232 (f) Rob Thompson, president Sale: Friday, 10 a.m. www.msaanym.com

PLAZA AUTO AUCTION, INC.

320 Highway 30 West P.O. Box 147 Mt. Vernon, IA 52314 (319) 895-6232 Fax: (319) 895-6727 www.plazaaa.com Owner: Mark Greb Office Manager: Debbie Welsh Sales Manager: Becky McGinty Consignment Sale every Wednesday at 6:30pm. Fleet/Lease/Repo Sale Wednesday at 7pm.

TRI-STATE AUTO AUCTION

Jct. Highway 11 & 80 P.O. Box 735 Cuba City, WI 53807 (608) 744-2020 (608) 744-3418 (800) 356-0625 Fax: (608) 744-7425 Owners/Managers: Gerald and Helen Brogley Thursday 6:30 p.m.

MISSION STATEMENT

The mission of the National Independent Automobile Dealers Association, the only national not-for-profit organization representing the independent motor vehicle industry, is to promote, educate and advance the independent motor vehicle dealer by: •

Accumulating, processing and disseminating information relative to the motor vehicle industry;

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Developing, compiling and providing to the consumer, information which will promote a better understanding of the independent motor vehicle dealers’ place in the economy;

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Providing relevant information to regulatory and lawmaking bodies so that they may have a better understanding of the possible effects of proposed laws, rules and regulations on the consumer and the motor vehicle industry;

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Assisting in the promotion and organization of local, state or regional independent motor vehicle dealer associations; and

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Anticipating, recognizing and responding to current and future issues and needs of the independent motor vehicle industry and the consumer.

MANHEIM MINNEAPOLIS

8001 Jefferson Highway Maple Grove, MN 55369-4924 (763) 425-7653 (800) 622-7653 Fax: (763) 493-0310 www.manheim.com General Manager: Tom Saldutte Assistant General Manager: Felix Hernandez Commercial Accounts Manager: Jennifer Etnier Open Sale Sale every Wednesday; 9am Ford Credit, 9:30 TD Auto Finance, Select Lane and Fleet/Lease/Rental Groups, 9:45am Dealer Consignment. Ford Factory Sale bi-weekly Wednesdays at 12 Noon; Fiat Chrysler Factory Sale bi-weekly Wednesdays at 12 Noon Total Resource Auction/Insurance Sale weekly, Tuesdays at 1:00pm.

HISTORY OF NIADA

NIADA was founded in 1946 to lobby for the repeal of rationing of tires and automotive parts after World War II. The efforts put forward by the organization under the leadership of founding President Charlie Hillard resulted in the successful repealing of those wartime restrictions by the end of 1947.

WWW.IOWAIADA.COM AUGUST/SEPTEMBER 2019 STREET SMART

• Training for new & experienced operators • Network with industry experts • Capital to fund your operation • Collections & underwriting training • Best practices that work today and in the future • The latest marketing strategies • Legal and compliance updates • Exhibit hall with all the latest products & services • New industry technology • And MUCH MORE!

Visit: NABDsubprimeconference.com or call: 832.767.4759 18

STREET SMART AUGUST/SEPTEMBER 2019 WWW.IOWAIADA.COM

Choose Your

Conference Experience

ELITE Package

Express Package

Early Bird:

Regular Rate: $895

Regular Rate: $695

$695

$495

• All Educational Sessions • Includes General and Breakout Session • Exhibit Hall Access (4 sessions) • Includes Food and Beverage • Separate Check-in Counter • VIP Meet & Greet Reception • Monday, VIP Sky Bar Party

• All Educational Sessions • Includes General and Breakout Session • Exhibit Hall Access (4 sessions) • Includes Food and Beverage

HOTEL INFORMATION Marriott Marquis Chicago McCormick Place 2121 S Prairie Ave Chicago, IL 60616

Room Rate: $199/night + tax Reservations: Phone - 312.824.0500 (Reference BHPH Conference)