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INDIANA INDEPENDENT AUTOMOBILE DEALERS ASSOCIATION

SEPTEMBER/OCTOBER 2018

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PRODUCTS & SERVICES |

REDCAP PARTNERS WITH LYFT FOR TRANSPORTATION SOLUTIONS

Helps Dealerships Create Seamless Automotive Service Experience

RedCap Technologies, a Solera Holdings, Inc. company, are innovators of frictionless customer experiences that enable OEMs and dealers to provide simple, easy and convenient means for consumers to service their vehicle. The company recently partnered with ridesharing company Lyft to expand its dealership-wide mobility platform. The new offering leverages RedCap’s existing mobility platform and taps into Lyft’s Concierge API platform to deliver a smooth and convenient experience for both dealers and customers. Through this partnership, dealers can request Lyft rides for customers unable to get a loaner vehicle while their vehicle is being serviced. These customers no longer have to sit in a waiting room or wait for a shuttle van to return to their home or office. Participating customers do not pay for the ride and do not need the Lyft app to get a ride from the dealership.

This integration continues the reinvention of customer experience and enables a seamless future for customers interacting with traditional automotive dealerships. While convenience remains a top priority for customers in the automotive space, dealers are looking to retain a greater percentage of repair business by proactively offering services, like picking up and delivering cars for service, to effectively repair vehicles without customers having to ever leave their home or office. For customers who prefer to visit their dealership for repair, the Lyft integration allows them to minimize the amount of time

spent waiting if repairs take longer than estimated, which they often do. Additionally, the experience is white labeled for the dealer, allowing their brand to align with a quick and positive customer experience. “Time is a person’s most valuable commodity. Keeping this in mind, we’ve got to deliver solutions that keep convenience as the top priority,” said RedCap managing director David Zwick. “Creating a seamless experience is a major focus for OEMs and dealers. If we don’t develop these types of convenient solutions, customers will vote with their wallet and take their business elsewhere.” Offering this type of ideal repair experience helps dealers cater to the immediate delivery and customer service expectations of today. “Technology has changed expectations, so we’ve changed our approach to meet and hopefully exceed those expectations,” said Zwick. “We’re excited to partner with RedCap to expand alternative transportation options for dealerships and improve the user experience,” said Lyft’s area vice president Ben Sternsmith. “By leveraging the platform, dealerships are able to minimize wait times and friction for customers, while simultaneously improving efficiencies for their business.” For more information, please visit solera. com or www.lyft.com/business.

SAFETY WATCH

KIA RECALLS 508,000 VEHICLES

Airbags May Not Deploy

A faulty control unit that could prevent airbags from deploying in the event of a wreck has prompted Kia to recall 508,000 2010 through 2013 model year vehicles. Kia said the airbag control unit, which tells the airbag and the seat belt pretensioners when to activate, could be “susceptible to electrical overstress” in the event of a frontal collision. If the control unit is damaged internally, it may not relay the severity of the crash to the airbags and seat belt pretensioners. The recall covers a wide swath of Kia vehicles, including the 2010-2013 Kia Forte sedan and Forte Koupe, 2011-2013 Kia Optima sedan, 2011-2012 Kia Optima Hybrid sedan, and 2011-2012 Kia Sedona minivan. The vehicles were built through August of 2012. The recall stems from a lawsuit filed in 2014 when a 2012 Kia Forte sedan was involved in a wreck and its airbag didn’t deploy. A Forte Koup was involved in a similar wreck in which the airbag didn’t deploy in 2017. Kia, NHTSA, and the supplier that produced the supplemental restraint system used in the Forte conducted an investigation in May to determine what was at fault and what needed to be repaired. www.iiada.com

September/October 2018

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INSIDE

05.................................................New & Renewing Members 06.............................................................................CarLawyer 08..........................................The Facebook “Secret Formula” 09................................................Saved Time Is Made Money 12....................................................................Online Channels 14.................................BHPH Budget and Expense Oversight 15....................................................................Legislative Fund

BOARD MEMBERS

WHAT’S NEW

National Policy Conference The 2018 National Policy Conference will be held September 24-26 at the Ritz-Carlton Pentagon City. Make plans now to join NIADA in Washington, D.C. as we meet legislators face-to-face to make your voice heard! Learn more and register today at niadapolicyconference.com.

ADVERTISERS INDEX

ADESA ..................................................................................IBC AmTrust Financial ................................................................IFC Dyer Auto Auction....................................................................5 Great Mishawaka Auto Auction .............................................3 Ituran .......................................................................................7 Kesler Schaefer AA..................................................................9 Manheim ................................................................................ 11 NextGear Capital ................................................................... 12 vAuto .......................................................................Back Cover

OFFICE

President

Andy Zay Zay Leasing & Rentals, Inc. 4957 N. Broadway Huntington, IN 46750 Phone: 260.356.1588 azay@sbcglobal.net

Tricia Trent Trent Auto Sales 1327 N 6th St. Vincennes, IN 47591 812.882.3772 Fax: 812.882.1986 ttrent01@yahoo.com

Chairman of the Board Legislative Chairman

Jennifer Cotton Dyer Auto Auction 219.865.2361 Fax: 219.322.1761 bcotton@dyerauction.com

Fritz Kreutzinger Fritz Associates P.O. Box 168 Fishers, IN 46038 317.842.2228 Fax: 317.842.7900 fritzauto@aol.com

Vice President

For information on how to become a member of IIADA, please call 219.661.0287 128 S. East Street # 1393 Crown Point, IN 46308 iiada@comcast.net • www.iiada.com

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. Car Lines is published 10 times per year 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 76006-5203. The statements and opinions expressed herein are those of the authors and do not necessarily represent the views of Car Lines 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 © 2018 by NIADA Services, Inc.

Tony Del Real Del Real Automotive Group 1002 Walnut Avenue Frankfort, IN 46041 Phone: 765.446.9204 tdelreal@delrealauto.com

John Stumpf Greater Kalamazoo Auto Auction P. O. Box 697 Schoolcraft, MI 49087 269.679.5021 jstumpf@kalamazooaa.com

Treasurer

Tony Houk Kesler-Schaefer Auto Auction, Inc. 5333 W. 46th Street Indianapolis, IN 46253 317.297.2300 Fax: 317.297.6236 skesler@ksaa1.com

Bruce Norton Drive1 USA, Inc. 1512 W. 96th Avenue Suite C Crown Point, IN 46307 Phone: 219.670.0542 Bnorton@drive1usa.com

Secretary

Sharon Brennan Fritz in Fishers 8599 E. 116th Street Fishers, IN 46038 Phone: 317.842.2228 sharonb@fritzinfishers.com

STATE MAGAZINE MGR./SALES

Troy Graff • troy@niada.com EDITORS

Jacinda Timmerman • jacinda@niada.com Andy Friedlander • andy@niada.com MAGAZINE LAYOUT

Jeffrey McQuirk • jeffrey@niada.com PRINTING

Nieman Printing

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September/October 2018

Ed White White’s Auto Sales 1105 McKinley Ave. Rensselaer, IN 47978 219.866.7553 Fax: 219.866.7256 edwhite123@att.net

www.iiada.com

Tyler Trent Trent Auto Sales 1327 N 6th St. Vincennes, IN 47591 812.882.3772 Fax: 812.882.1986 ttrent01@yahoo.com Travis Baldwin Best Deal Auto Sales 2526 Scotswolde Drive Fort Wayne, IN 46808 Phone: 260.483.7999 travisbaldwin@ bestdealautosalesonline.com

Taryn Sanchez White’s Auto Sales LLC 1105 N. McKinley Avenue Rensselaer, IN 47978 Phone: 219.866.7553 twhite1517@att.net David D. Baldwin II Best Deal Auto Sales, Inc. 1875 SR 8 Auburn, IN 46706 260.357.0099 Fax: 260.357.0090 dbthesecond@yahoo.com Debbie Andersen Executive Director 128 S. East Street # 1393 Crown Point, IN 46308 219.661.0287 iiada@comcast.net

INDUSTRY PERSPECTIVE | By Kenny Atcheson

SHOULD YOU SWING FOR HOME RUNS IN BUSINESS?

Big Plays May Not be Your Best Strategy

A record 10 home runs were hit in the Major League Baseball All-Star game in July. In my e-newsletter shortly thereafter, I told subscribers: “The 10 home runs hit in the Major League Baseball All-Star game may work well for entertainment, but it does not work well for growing your business in this decade. There was a time when business owners used ‘home run’ marketing. They could throw a wad of money at one type of advertising and count the sales. “Yet stringing together singles and doubles (marketing) is more secure, stable, and nets a more predictable ROI. “If you would like a steady flow of customers, there is one thing that can do that for you: Referrals and repeat business. “Yes, I know that’s two things, but the same behaviors lead to both. If you do what it takes to earn a lot of repeat business, then you probably already earn steady referrals. If not, you can make small but important tweaks to make that happen.” After sending that e-newsletter, I researched deeper and discovered the following:

• At the 2018 All-Star break, eight of the top 15 team home run total leaders would not make the playoffs if the playoffs had begun at the break (Angels, A’s, Blue Jays, Rockies, Cardinals, Nationals, Orioles, Rangers). • Since 1981, in 37 years, the major league individual home run leader has been on the World Series winning team once. • Since 1984, only the 2009 Yankees led the league in home runs and won the World Series the same year. It seems that home runs aren’t all they are cracked up to be. These statistics indicate the “all or nothing” approach doesn’t really work. Why do so many team owners, coaches and players focus on hitting home runs? Because home runs are sexy. I get it. As a baseball player who focused on great defense, showing off my arm, and hitting for average, I dreamt of hitting home runs. I dreamt of the “walk off” home run – the crowd cheering as I rounded the bases with a slow home run trot, relishing the moment. When gym work and a tweak to my swing led to hitting home runs, that’s all I wanted to do. After all, “chicks dig the long ball” as Greg Maddux and Tom Glavine said in the 1990s Nike commercial. I even wore a Nike T-shirt with that quote under my jersey to remind myself. Home runs are sexy. Just like a new mountain of website and/or lot traffic is sexy. The thought of a

IT SEEMS THAT HOME RUNS AREN’T ALL THEY ARE CRACKED UP TO BE. THESE STATISTICS INDICATE THE “ALL OR NO THING” APPROACH DOESN’T R E A L LY W O R K . new massive advertising campaign that is an instant home run is sexy. However, a steady flow of repeat and referral customers is sustainable, repeatable, and much more profitable. Kenny Atcheson is the founder of Dealer Profit Pros and author of Marketing Battleground: How to Deploy Underthe-Radar Strategies to Explode Your Profits. For more information visit www. DealerProfitPros.com

ASSOCIATION NEWS

NEW AND RENEWING MEMBERS

Affordable Auto Rental Richard Shaffer South Bend

IIADA recognizes the following members, who have joined* or renewed their membership.

Lewis Motor Sales Dave Lewis Lafayette

Thank You

Thank you for your membership with Indiana’s trade association for independent dealers!

Fritz Associates Fritz Kreutzinger Fishers

Trent Auto Sales Tyler & Tricia Trent Vincennes Kramer Motor Co. Christopher Kramer Shelbyville

Auto Import Specialist* Mark Fry South Bend

Isaacs Pre-Owned Autos Steven Isaac New Albany

Buy A Car Wholesale* Scott Setser Greenwood

Premier Truck Rental Rob Troxel Ft. Wayne

Rangel Family Motors* Abby Rangel Indianapolis

Big City Cars Bob Bolen Ft. Wayne

ACV Auctions* Jesse Ball Buffalo

Kim Graham Motors Kim Graham Whiteland Thank You! www.iiada.com

September/October 2018

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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 legal developments in the auto sales, finance and leasing world. This month, the action involves the Consumer Financial Protection Bureau, the Federal Trade Commission and the President. As usual, this month’s article features our “case of the month.” Note that 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.

This Month’s CARLAWYER Compliance Tip Does your arbitration agreement or provision expressly say it survives the termination or cancellation of the related sales and financing transaction? If not, check out our case of the month for an example of the effectiveness of such language. FEDERAL DEVELOPMENTS Relief at last: On May 24, President Trump signed the Economic Growth, Regulatory Relief, and Consumer Protection Act (S. 2155), which is intended to, among other things, improve consumer access to mortgage credit, protect the credit information of consumers – including veterans and servicemembers – and reduce regulatory burdens on credit unions and community banks. Say cheese! On May 31, the CFPB released a “complaint snapshot” providing a highlevel overview of trends in consumer complaints submitted to the bureau. The snapshot also provided an in-depth analysis of debt collection complaints. Since July 2011, the bureau has received approximately 400,500 debt collection complaints – 27 percent of the total complaints received. The snapshot also examined complaint trends more broadly. Faking it: On June 4, 2018, the FTC announced it had settled charges of deceiving consumers against so-called “phantom” debt collectors. A North Carolina

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debt collection operation, Lombardo, Daniels & Moss, and its principals, Dion Barron and Charles R. Montgomery III, will be banned from the debt collection business under settlements resolving FTC charges of using false threats to get people to pay debts they did not owe. According to the FTC, the defendants used a variety of trade names that sounded like law firms to attempt to collect fake debts from consumers, and claimed consumers were delinquent on payday loans or other debts, allegedly threatening them with arrest or other formal legal action if they did not pay. The settlement orders also prohibit the defendants from buying or selling debt, and from making misrepresentations about any products or services, and prohibit them from profiting from or failing to properly dispose of consumer information collected as part of the challenged practices. The order against Montgomery and LD&M imposes a $2,722,452 judgment, of which they are jointly and severally liable with Barron for $1,635,803, which represents the amount of consumer harm they are alleged to have caused before Barron left LD&M. The order against Barron imposes a judgment of $1,814,045, of which he is jointly and severally liable for $1,635,803 with the other defendants. The judgments will be partly suspended when the defendants have surrendered certain assets. In each instance, the full judgment will become due immediately if the defendants are found to have misrepresented their financial conditions. I hereby nominate: President Trump has nominated Kathy Kraninger to be the director of the Consumer Financial Protection Bureau. Kraninger is currently an associate director at the office of management and budget. Mick Mulvaney will continue to serve as acting director until Kraninger is confirmed by the Senate. Take this job and shove it: The CFPB’s Leandra English, who challenged Mick Mulvaney’s appointment as acting director of the bureau, is reported to be leaving the agency. English said President Trump’s nomination of Kraninger as bureau director led to her decision. CASE OF THE MONTH Mark Hewitt bought a used car from Auto Showcase of Bel Air and applied for financing. He signed a retail installment contract, a retail purchase agreement, and a stand-alone arbitration agreement. The RIC contained an arbitration provision similar to the stand-alone arbitration agreement. Hewitt signed the documents and took possession of the car the same day. The financing company later declined to finance the vehicle. The parties did not negotiate new financing, and Auto Showcase canceled the RIC and repossessed the car. Hewitt filed a class action lawsuit against Auto Showcase, alleging it failed to comply with Maryland Transportation Code Ann. § 15-311.3(d)(2)(ii), which mandates certain fees be refunded to

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purchasers if a sales agreement is cancelled. Auto Showcase moved to compel arbitration, and the trial court granted the motion. Hewitt appealed. The Court of Special Appeals of Maryland affirmed the trial court’s decision. Hewitt argued that once Auto Showcase cancelled the RIC, the arbitration provision in the RIC and the stand-alone arbitration agreement became void ab initio (lawyer-speak for “from the beginning”). He contended that cancelling the RIC was akin to rescission and required all parties be returned to the status quo ante (more Latin for “the way things were before”). Hewitt also argued the arbitration agreements were unenforceable for lack of consideration after Auto Showcase cancelled the RIC. The appellate court rejected these arguments, finding it is well-settled law in Maryland that an arbitration provision is severable from an underlying contract. The court also found that when contracting parties exchange reciprocal promises to arbitrate disputes, each promise provides consideration for the other. In this case, the RIC contains a mutually agreed upon arbitration provision, which contains language that it “shall survive any termination … of this contract.” In addition, the parties executed a stand-alone arbitration agreement that references the financing of Hewitt’s purchase of the car. With respect to Hewitt’s argument that cancellation of the RIC is akin to rescission, the appellate court found rescission of a contract is a threshold issue to be decided by the arbitrator. To determine whether Auto Showcase’s cancellation of the RIC rendered it and the arbitration agreements void was a question assessing the validity of the documents as a whole and should be decided by the arbitrator in the first instance. Hewitt also argued that his claims under Section 15-311.3(d)(2)(ii) exceeded the scope of the arbitration agreements. He contended his claims did not arise from the RIC or the language of the arbitration agreements, but derived solely from Section 15-311.3(d)(2)(ii). The appellate court disagreed. The appellate court found that Hewitt’s claim for a refund under Section 15311.3(d)(2)(ii), following the denial of his financing application and cancellation of the transaction, was related to the RIC’s dealerarranged financing terms. Therefore, the appellate court concluded the arbitration provision in the RIC encompassed Hewitt’s claims under Section 15-311.3(d)(2)(ii). Hewitt v. Auto Showcase of Bel Air, 2018 Md. App. LEXIS 503 (Md. App. May 30, 2018) So, there’s this month’s roundup! Stay legal, and we’ll see you next month. Tom (thudson@hudco.com) is of counsel and Nikki (nmunro@hudco.com) is a partner in the law firm of Hudson Cook, LLP. Tom has written several books and is the publisher of Spot Delivery, a monthly legal newsletter for auto dealers. He is the CEO of CounselorLibrary.com, LLC and the editor in chief of CARLAW, a monthly report of legal developments for the auto finance and leasing industry. Nikki is a contributing author to the F&I Legal Desk Book and frequently writes for Spot Delivery. For information, visit www.counselorlibrary.com. © CounselorLibrary.com 2018, all rights reserved. Single publication rights only, to the Association. (7/18). HC 4816-1345-7517.1

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September/October 2018

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SOCIAL MEDIA | By Kathi Kruse

THE FACEBOOK “SECRET FORMULA” TO GET MORE CUSTOMERS Three Crucial Steps

It’s a lot easier to sell to people who know you. Over the years, Facebook has been a conduit for dealers and their customers to connect. However, as important as it is in the digital marketing process, connecting doesn’t always equate to more sales. Dealers must make their “connecting” count. There’s a solution that seems to elude a lot of vendors in the social media space. They sell you on the buzzwords but then deliver stingy results. Real results take a proven formula with the right key performance indicators to guide you along the path. The Facebook “secret formula” I use to get more customers has three separate and distinct steps: 1. Attract. 2. Engage. 3. Convert. Each of these three steps contains specific tactics that guide in-market buyers through your sales funnel and into your showroom. Before we get into the formula, it’s important to point out it’s easy to waste time on Facebook. So, no matter what your business goals may be, it’s crucial to start with a solid Facebook marketing strategy (i.e.: what do we want to achieve and how will we get there?). Facebook has become a sprawling urban jungle and it’s easy to get lost in the brush without a plan. THE FACEBOOK “SECRET FORMULA” Attract. Attracting buyers in this highly competitive online landscape requires a deep understanding of your target market. To attract your ideal customers, you must know who they are first! Identify who your target customers are, what they care about, and what influences their purchase decisions. You’ll start with your market area as a base point and then determine the attributes of your ideal customer – income range, credit worthiness, model of vehicles they purchase, etc. Once you determine the audience you want to reach, you can then begin to design content for Facebook posts and ads. It’s widely known consumers purchase from dealers they know, like and trust. Facebook marketing allows you to consistently add value to your target customers’ lives through relevant information, expert tips and insights, entertaining/creative content, and specials offers and discounts. Engage. Engagement drives everything on social media and here’s where many dealers fall flat. They struggle with knowing what to do with

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their fans once they become connected. Fact: You really do need to be social on social media. To be social, you need a human. The first step is to choose someone who can easily speak for you online, manage your ads and your content, answer Facebook Messenger inquiries, etc. To engage successfully, create a “content strategy” that showcases your store and your personality. Post content and regularly review your results – then continue to post the types of content your target customers need and want. Don’t worry about being all things to all people. Focus on genuinely engaging customers and inspiring them to take action. Convert. The unique value of social media is its strength to attract and engage those customers who will most likely buy from you. Selling to people who actually want to hear from you is far more effective than interrupting strangers who don’t. Your targeted content informs, educates and entertains. The next step in the secret formula is to deliver just the right offer (and value) that helps your customers finalize their purchase decision. Once you’ve decided on the offers you want to extend, use Facebook ads to promote them. Facebook ads have become the single most important way to be seen on social media. Pro tip: Ad targeting is a highly-prized skill. If you advertise to people who don’t know you, there’s a wall that needs to be scaled, and without a large budget that’s a tall order. Use Facebook ad targeting to bring in-market buyers closer to you so their decision is easier. Bonus Secret: Retain Social media is your secret weapon in customer service. Currently, 92.5 percent of brands fail to meet customer expectations on social media and these failures can have big implications. Quality customer service – regardless of channel – relies on a meaningful, efficient, solution-focused exchange between a dealership and its customers. The growing preference for social media as a preferred communication channel requires a “re-thinking” of your customer service strategy. Stakes are high, and sloppy customer care is not a risk any modern dealer can afford to take. Wrapping it All Up Facebook is where your customers spend their time. Take advantage of my “secret formula” to explore the opportunities for your organization.

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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.

AUCTION NEWS |

RACHEL BALLARD JOINS AMERICA’S AUTO AUCTION

National Accounts Manager

Rachel Ballard recently joined America’s Auto Auction as the national accounts manager. As the newest member of America’s national sales team, she will represent the company’s 21 independent auto auction locations. National sales and marketing director Tammy Swofford said, “Rachel brings with her a strong background in vehicle remarketing, a valuable understanding of and appreciation for the independent auction culture, and a history of exceptional relationships with national remarketing managers. We know her experience and skills will prove a great asset to the sales team at America’s Auto Auction and to the customers we serve.” Rachel’s career in vehicle remarketing began in 2012 when she joined the sales force at Capital City Auto Auction, working as an account representative for both dealer and national accounts. Her skill and accomplishments were quickly recognized, and she was honored by the industry as one of the 2016 Women in Remarketing. Ballard credits much of her success in the industry to the training she received at the Pyle family of auctions where she was mentored by both Charlotte and Joe Pyle. “My work with the Pyles taught me a great deal about the process of buying and selling at auction, instilled in me the importance of communication and service, and put me in touch with some of the very best people in the industry. That training has been invaluable to me and will serve me well as I represent the America’s Auto Auction to the national remarketing community,” Ballard said. President and CEO Ben Lange said, “We pride ourselves on never losing sight of what drives that success: our clients. Rachel’s emphasis on the importance of communication, her proven skills as a liaison, and her familiarity with the technology and innovation that are such an integral part of today’s auto business make her ideally suited to handle the responsibilities of national accounts manager for America’s Auto Auction.” Founded in 2005, America’s Auto Auction, Inc. is the third-largest auto auction company in the United State with 21 locations. Additional information can be found at www. americasautoauction.com.

ACCELERATE

| By GWC Warranty

SAVED TIME IS MADE MONEY

Maximize Time in the F&I Office

F&I is the final step in a long car-buying process for your customers. The quicker you can provide value, get a signature and make the sale, the better your chances are for growing your profit potential on the back end of deals. Just like every second of your time equates to dollars and cents in your pocket, wasted time in the F&I office can cost you a valuable service contract sale. Maximizing the time you spend with customers in the F&I office helps them be more receptive to the value of a service contract and helps you make the most of every sale’s final moments. With a few small tweaks to your sales and F&I processes, you can save your customer’s time while simultaneously saving your bottom line. F&I Videos in Your Showroom You can start planting the seed about a service contract sale even before a customer steps in the F&I office. If you have a monitor in your showroom, put it to use. Turn off the news and run some videos that help explain the value of a service contract. Doing so gets the customer thinking about protection from out-of-pocket repair bills and understanding why it’s important to them.

Electronic Tools Modern online and electronic tools help speed along the process to get your customers out of the F&I office just as quickly as they got into it. When customers can sign electronically, view educational information on the fly and navigate the process without leafing through papers and signing or initialing multiple places, it makes the entire process simple and painless. Self-Service Post-Sale Tools Having a service contract provider that provides customers with on-demand resources that answer common questions can help you save time in the F&I office. You can save time explaining certain details if your customers have a place to get the answers they need once they leave your dealership. Information like how to file a claim, where to find a shop and looking up coverage details are just a few examples of information your customers should be able to find on their own whenever they need it. Quality Follow Up Reminding your customers of the coverage they have, where to find answers to questions and how to utilize their service contract coverage may be common practice, but there may be ways you can do it more effectively. Tools like Covideo can add a personal touch to the routine email or phone call commonly used in sales and F&I follow ups. Giving your message a better chance to be heard only increases the likelihood that it resonates with customers and results in the experience you desire for them.

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September/October 2018

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SAFETY WATCH

SALES MATTERS | By John Chapin

KIA RECALLS 508,000 VEHICLES

FOUR KEYS TO MASSIVE SALES SUCCESS

Airbags May Not Deploy

KIA SAID THE AIRBAG C O N T R O L U N I T, W H I C H TELLS THE AIRBAG AND THE SE AT BELT PRE T ENSIONERS WHEN TO ACTIVATE, COULD BE “SUSCEPTIBLE TO ELECTRICAL OVERSTRESS” IN THE EVENT OF A FRONTAL COLLISION. The recall stems from a lawsuit filed in 2014 when a 2012 Kia Forte sedan was involved in a wreck and its airbag didn’t deploy. A Forte Koup was involved in a similar wreck in which the airbag didn’t deploy in 2017. Kia, the NHTSA, and the supplier that produced the supplemental restraint system used in the Forte conducted an investigation in May to determine what was at fault and what needed to be repaired.

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Planning for Success

I was recently speaking with an extremely successful executive known for being able to walk into an organization, clear away all the clutter, and make it extremely successful. He boiled his process down to four keys that can also be applied to successful selling. FOUR KEYS TO SALES SUCCESS Simplicity The formula for success in sales really is simple. It comes down to talking to enough of the right people the right way. That means talking to plenty of qualified prospects and having the skills necessary to find a problem, solve the problem, and get them to take action on the solution. Where people complicate the issue is when they start looking for shortcuts – the simpler, easier way. There isn’t one. Hiding behind social media, email, and reactive marketing will never take the place of in-person calls and phone calls. Set your annual, monthly, and weekly goals, and then calculate your daily activity (how many people you need to talk to). From there, practice and prepare for all sales situations and scenarios. Finally, get out there and make the contacts necessary. As a salesperson, producer, agent, or whatever you call yourself, your first job is to sell. Everything else is just a distraction. Simple. Innovation Innovation is all about value and standing out from the rest of the pack. How do you deliver more, how are you better, and how are you different in a good way? Just as important, how can you deliver more, how can you be better, and how can you be different in a good way? Where are you, your company, and your product truly unique and how can you further adapt, change, improve, and stand out or deliver more value? Of course this begins with you. You are the one thing the competition does not have. If you are willing to out-service, out-work, and out-relationship the competition, you will stand out. How can you personally deliver more value? It can start with handwritten thank-you notes and gifts to let people know they are appreciated. It can include adding products and services, or augmenting them. You can also add hours of operation, be more responsive, or add features such as home delivery. You’re looking for anything that enhances and improves the client experience – anything that better meets the needs, wants, and desires of the client. Innovation also means not resting on your laurels and realizing that what has made you successful thus far may not be what

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makes you successful in the future. This is challenging the old rule of “If it isn’t broken, don’t fix it” by improving further on what already works. It’s refusing to say, “This is the way we’ve always done it” and “That’s good enough.” It’s asking questions like, “How can we bring something completely new to the industry?” “How can we turn the standard way of doing business on its ear?” “How can we reinvent the wheel and make it better?” Bottom line: what can you do to further stand out and deliver more value? Passion Successful people at the highest levels are the most passionate about what they are doing. For many, their work is not work. It’s love. They’d do it for free. Passion is all about the personal why. It is the deep-rooted reason you work crazy hours, persist through failure after failure, and keep getting up no matter how many times you get knocked down. Ideally that passion comes from helping clients, a strong belief that people want and need your product, and enthusiasm about the personal life that sales allows you to live. For most people, the personal why is the strongest. This usually includes either proving something to yourself and others, acquiring money and possessions that give you feelings of fulfillment and help you reach your highest life values such as freedom, helping and contributing to the important people in your life, or a combination of all three. In many older clients I’ve also seen a passion to get out and help new customers, knowing their years of experience puts them in a unique position to “save” others. Still other people may have a passion for meeting new people and making new friends. Others have such a belief in their product they seem to have a save-the-world mentality. Whatever your passion is, it is the fuel that will drive you and keep you going. If strong enough, it will get you up early, keep you up late, and give you tons of energy. To find it you have to ask yourself what’s important to you in life. What will you fight for or die for? What are your most important values? What do you care most about? Once you know what those deep, emotional drivers are, the next step is to tie those to going out and selling your product or service. Execution This is all about taking action. Getting out there and doing what needs to be done. Nike: “Just do it.” Once you know what you want to do and why you’re doing it, put a quick plan together and take action on it. Don’t make it a big complicated plan. Again, think simple. Then execute on the plan as soon as possible. Don’t worry about it being perfect, either. Just take action and then course-correct as you go. Generally speaking, the more action you take, the faster you’ll get to success. John Chapin is a sales and motivational speaker and trainer. He has over 27 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.

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INDUSTRY PERSPECTIVE | By Derek Hansen

ONLINE CHANNELS

Bolster Your Acquisition Strategy More Profitably & Efficiently

Auction cars are always available, but one of the biggest challenges dealers face is acquiring auction vehicles efficiently and with precision based on real and timely data. The days of “gut-driven guesswork” can, and should, be put to rest. Today, your best bet is to use tools to evaluate and buy vehicles that are in demand in your market. You can then look at the best inventory from a wide net of resources for quicker, more confident decisions. The most proficient dealers and buyers have expanded to online channels – simulcast and online auction sites where you can bid, buy and sell 24/7, all of which can be done from a mobile device. Currently, only one-third of dealerships attend a simulcast auction every month according to Manheim data, which presents an opportunity for savvy dealers to become “leaders of the pack” in wholesale operation innovation. These early adopters also use technology to facilitate the transfer of the purchased units back to the dealership. The end result: They are more efficient and productive buyers every time they go to an auction. Turn to Earn The time saved by acquiring inventory online can contribute to dealers’ speed to market, and as a result, faster turn, with fewer cars sitting in inventory for longer times. This increased velocity can ultimately lead to improved dealership profitability. Dealers who are not tapping into the efficiencies gained from digital acquisition channels are already falling behind the curve. Online channels cut down on trips to auctions where the cars you need may not be. Not only do these online channels save time and travel expenses, they let you expand your buying radius, giving you access to more vehicles that align with your vehicle selection strategy and inventory needs. In an effort to gain even more efficiency and speed as they acquire auction cars, some of the most progressive dealers now rely solely on online sources, a time-saving shift that improves showroom efficiency, enabling managers to be in the dealership, working deals and managing their teams. Tip: When acquiring vehicles from further distances that may take longer to reach your dealership, have a process in place to get those cars listed online before they arrive at your lot. Mobile apps are another way to speed up the buying and selling process so you can do business from anywhere. These apps let you manage purchases, check your buying activity, view your purchases, and set up and receive post-sale inspection, title and vehicle availability notifications. Mitigating Risk Granted, there is a wealth of inventory online and now multiple ways to acquire that inventory online. But, just like a consumer

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buying a vehicle, most dealers like to “kick the tires” to make sure they’re not purchasing a problem vehicle. Let’s face it, all inventory acquisitions carry a measure of risk, and acquiring inventory online might seem like an even riskier proposition. However, there are solutions available to help you mitigate risk and offer peace of mind with your online purchase. Rely on condition reports to avoid problem vehicles. Buyers are three times more likely to bid and four times more likely to purchase a vehicle with a condition report, which is an important consideration for sellers. And for buyers, units with condition reports have a 37 percent decrease in arbitration, according to Manheim sales data. If arbitration is a concern that is preventing you from embracing online channels, consider wholesale vehicle purchase protection programs. Some of these programs offer automatic purchase protection applied to every vehicle you purchase. Having this type of safety net allows you to decrease recon costs, eliminate costly mistakes and expand your inventory mix. Most offer everything from a basic frame check to a full buy-back guarantee. Post-sale inspections are another smart option that don’t require you to be at the auction. Typical PSIs inspect the frame/ unibody, the engine and transmission and can come with 7- or 14-day guarantee options. The benefits of condition reports, PSIs and purchase protection are significant and provide confidence you’re making the right purchase so you can minimize unexpected repair costs. They give you peace of mind with on-the-ground information and save time because you can do everything before the vehicle even leaves the auction. As vice president of offsite solutions, Derek Hansen is responsible for Manheim’s inventory solutions in the ever-evolving digital space and works closely with teams from Manheim, RMS Automotive and vAuto to create a customerfocused digital strategy that takes advantage of the deep expertise of these brands.

LEGISLATIVE MATTERS

LEGISLATIVE CHANGES AFFECTING INDIANA AUTOMOBILE DEALERS

Effective July 1

House Enrolled Act 1397: Financial Institutions and Consumer Credit This legislation amends parts of the Indiana Uniform Consumer Credit Code concerning permitted additional charges. The IUCCC is administered by the Department of Financial Institutions. The passage of this legislation is effective July 1, 2018, and makes significant changes to the historical approach regarding these products and the approval given to Indiana Approved Guaranteed Asset/Auto Protection and Debt Cancellation administrators by the department. Historically, the department has reviewed and approved third-party administrators of such non-insurance products as GAP and DC. In approving the administrators, the department has also historically approved the GAP agreements. These approvals were made by the members of the department under the authority granted them by Ind. Code §24-4.5-2/3-202. With the passage of HEA 1397, these charges will no longer be separately approved by the members but rather permitted explicitly in statute. A GAP waiver sold after June 30, 2018, that does not meet all of the conditions outlined in the IUCCC may be treated by the creditor as a prepaid finance charge and included in the total finance charge, provided maximum credit service/finance charges permitted by Ind. Code §24-4.5 are not exceeded. If a GAP waiver does not meet the required conditions and is not treated by the creditor as a finance charge, charges for such waivers will be treated during examinations as impermissible additional charges with full refunds due to consumers. IMPACT TO INDIANA AUTOMOBILE DEALERS GAP Waivers Regarding Sellers The following changes are effective July 1, 2018: • Sellers, including auto dealers, will not need specific approval from the department to sell GAP. • However, sellers must comply with Ind. Code §24-4.5-2/3-202 as applicable. • No confirmation is required whether a GAP administrator has been approved; however, a seller must ensure GAP programs that are sold strictly comply with Ind. Code §24-4.5-2/3-202 as applicable. Selling a product that does not comply with the statute could result in full refunds to customers. • Maximum customer cost of a nonrefundable GAP waiver is $400 as noted in the statute. This amount will no

longer be tied to inflation and can only be adjusted through future legislative changes. • Any GAP waiver agreements entered into after June 30, 2018, will have no maximum consumer cost for refundable waivers. Any waiver sold after this date with a consumer cost in excess of $400 must be refundable using a method no less favorable to customer than pro-rata basis. • Cancellation fees remain prohibited. • For GAP programs with a customer cost greater than $400, a rule of 78ths refund method is not permissible for agreements entered into after June 30, 2018. • Credit sellers who are registered under Chapter 2 of the IUCCC must continue to maintain an electronic database regarding sales and refunds of GAP waivers. • Sellers of refundable GAP waivers remain responsible for issuing timely refunds to consumers in the event of cancellation or prepayment in full. The department will continue to review refunds as part of its examination process. Rental Purchase The following changes are effective July 1, 2018. • For a consumer related loan, a loan made by a lender that is not “regularly engaged,” the parties may contract for a loan finance charge, calculated according to the actuarial method, not to exceed 25 percent per year on the unpaid principal balance. This change results in consistent application regarding the finance charge permitted between consumer related loans and consumer related sales. • A creditor shall credit payment to a consumer’s account as of the date of receipt, except when a delay in crediting does not result in a finance charge or other charge, including a delinquency charge. A delay in posting is not a violation so long as the payment is credited as of the date of receipt. If a creditor specifies in writing requirements for the consumer to follow in making payments but accepts a payment that does not conform to the requirements, the creditor shall credit the payment within five days of receipt of the payment. • The definition of “property” was amended by HEA 1397 to include property a lessor holds complete and total ownership of, or ownership rights to. As a result, lessors who do not maintain inventory that could become subject to a rental purchase agreement must first obtain 100 percent ownership or ownership rights to the property from the retail merchant prior to entering into a rental purchase agreement with a consumer (“lessee”) for the property. • All lessors must maintain adequate books and records that demonstrate the lessor has acquired, prior to entering into a rental purchase agreement, complete and total ownership rights to the property

subject to the rental purchase agreement. These changes add statutory clarification in line with the Consumer Credit Advisory Letter 2017-01 regarding RPAA Initial Payments. • Clarifications were added to Ind. Code §24-7-3-3 subsection (2) regarding the total number, total amount, and timing of all rental payment necessary to acquire ownership of the property. Any initial payment, not including the optional liability waiver and other optional products and services offered contemporaneously, must be included in the total. • Ind. Code §24-7-3-3 subsection (11) requires itemization of all charges and fees included in any initial rental payment. • An initial payment is separate and distinct from a regular rental payment; the legislation makes appropriate clarifications regarding this. HEA 1397 added a new section (Ind. Code § 24-7-41.5) regarding up-front or initial payments made by the lessee, regardless of to whom those payments are made. • Any upfront payment made at the time of (or before) a rental purchase agreement is entered into must be treated as an initial payment for the purposes of Ind. Code § 24-7. • As an initial payment, such monies are subject to all disclosure requirements of Ind. Code § 24-7 A. Clarification was added that initial payments may be in a sum larger than a regular rental payment due under the rental purchase agreement. • Further clarifications were made that a lessor shall not require or permit a lessee to make any payment in addition to an initial rental payment and regular rental payments to acquire ownership of the property. • A lessor shall not require or permit a lessee to make any payment to a third party as a condition to entering into a rental purchase agreement. • If a lessee is liable to a lessor for the replacement cost of property subject to a rental purchase agreement, a lessor may not charge the lessee more than the fair market value for the property. • Pursuant to Ind. Code §24-7-5-10(b), the fair market value shall be determined by the lessor in the same manner, and using the same method, that would apply if the lessee were exercising an early purchase option under the rental purchase agreement. Non-Sufficient Funds Fee The following change is effective July 1, 2018: Retail creditors, non-mortgage lenders, licensed small loan lenders, rental purchase companies, and debt management companies may assess a non-sufficient funds fee not to exceed $25 and may be assessed by the department for each returned payment of a dishonored check, electronic funds transfer, negotiable order of withdrawal, or share draft.

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September/October 2018

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PRODUCTS & SERVICES

BHPH MATTERS | By Scott Bates, CPA

BHPH BUDGET AND EXPENSE OVERSIGHT

Plan to Increase Profitably

The tried and true formula to increase profitability is to either increase revenue or reduce expenses. Is your dealership as profitable as it could be? Is there room to improve your BHPH budget? How do you know? You could compare your dealership to other BHPH dealers and against industry benchmarks. If you discover you are receiving less gross profit per car than the industry benchmarks, you may be leaving money on the table. It could be time to reassess your plan, or your plans. BHPH dealers need several plans to oversee their budgets because it is a very cashintensive business. Your plans should include: • Six to 12 month revenue plan. • Expense plan. • Profit plan. • Cash flow plan. In your cash flow, for example, if you are

budgeting for a $1,500 average down payment but are really averaging $700, you will run out of money to buy more cars. If you are budgeting your expenses based on this cash flow, your budget will be quickly off. In your revenue plan, are you projecting net new account growth or is it going to shrink? The more mature a portfolio gets, the harder it is to attain new growth (e.g. 20 paid off, 20 charged off, 40 loans a month = zero growth). Some dealers choose to chase aggressive sales without considering if the deal is a good one to put on the books. Charge-offs will eat up profitability more than any other expense, and it is usually a self-inflicted expense due to poor deal structures and underwriting. Poor deal structures and underwriting sometimes stem from a lack of training for staff. Dealers should consider staffing and proper training as investments in gross profit rather than as expenses. Too few or untrained staff leads to shortcuts and mistakes. As you gain productivity from staff and consistency in deal documentation and communication, you can increase your gross profit per sale. Plan your expenses in advance as you do your revenue projections. You should know your expense per car sold, including closing and underwriting costs, staffing, service and follow-up care and collections. Scott Bates is an assurance and business services partner for Cornwell Jackson. He supports the firm’s auto dealership practice. Contact Scott at scott.bates@ cornwelljackson.com or 972-202-8000.

TradeRev PARTNERS TO PROVIDE FREE VEHICLE TRANSPORT

Cross-Country Promotion

Dealers buying on TradeRev from sellers in certain states can now make the most of free vehicle transportation. TradeRev and fellow KAR Auction Services business unit CarsArrive Network have teamed up to run a cross-country promotion that gives buyers from sellers in qualifying states free TradeRev vehicle transportation. In a part of the program that started July 1, dealers buying from sellers in New York, New Jersey and Pennsylvania can take advantage of the aforementioned promotion until Sept. 30. Meanwhile, dealers buying from sellers in qualifying western states can get free vehicle transportation up to Dec. 31. The new promotion’s qualifying western states include Arizona, California, Colorado, Idaho, Montana, Nevada, New Mexico, Oregon, Utah, Washington and Wyoming. “TradeRev is committed to making the buying and selling of automotive inventory as fast, fair and easy as possible for dealers,” TradeRev president and KAR chief legal officer Becca Polak. “Dealers want seamless purchasing options at a value.” Polak said, “By tapping into KAR’s resources, this partnership with CarsArrive helps sellers reach a broader group of buyers and helps buyers expand their purchasing market area far beyond local at no additional cost.”

WATCH ALL 2018 NIADA CONVENTION EDUCATION EXCLUSIVELY AT MISSED THE NIADA CONVENTION? DID YOU MISS OUT ON A PARTICULAR SESSION WHILE AT CONVENTION?

NO WORRIES: NIADA.TV HAS YOU COVERED. Just announced: NIADA.TV is now the exclusive host of all of the 2018 NIADA Convention Education Sessions. Check back every Monday, Wednesday and Friday through September, as we will post three sessions per week to the site for free viewing. Subscribe to NIADA Facebook and Twitter accounts for updates and descriptions of each and every session as it debuts on NIADA.TV

BONUS: All 45 of the 2017 NIADA Convention Education Sessions have been moved from the paid subscription site to the

FREE

NIADA.TV site.

Get your dealership staff together regularly, turn on NIADA.TV, and learn how to improve your dealership operations and profitability.

Go to www.niada.tv.and simply click on the “2017 & 2018 NIADA Convention Education Channel.”

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LEGISLATION AFFECTS YOUR BUSINESS’ FUTURE YOU NEED THE INDIANA LEGISLATIVE FUND

The Indiana Independent Automobile Dealers Association must maintain a high profile with members of the Indiana General Assembly. You need the IIADA Legislative Fund and we need your support. Your contribution to the IIADA Legislative Fund is an investment in our industry’s future.

WE URGE YOU TO GET INVOLVED TODAY.

WE MUST HAVE GRASSROOTS SUPPORT, BOTH PERSONALLY AND FINANCIALLY.

IIADA LEGILATIVE FUND CONTRIBUTION Name_____________________________________________________________ Company Name____________________________________________________ Address___________________________________________________________ City_______________________________ State_________ Zip______________

LEVEL OF PARTICIPATION: $50.00

$100.00

$250.00

Other_______________

FAX CREDIT CARD AUTHORIZATION TO: 219.663.5294 RETURN BY MAIL TO:

Indiana Independent Automobile Dealers Assoc. Credit Card:

MasterCard

VISA

Credit Card No._____________________________________________________ Name on Card__________________________ Expiration Date_____________

P. O. Box 1393 Crown Point, IN 46308 Make check payable to IIADA.

Signature____________________________________ Amount______________

_____ Add me to the KEYMAN list! I know (name of legislator): ________________________________________________________________ Acquaintance

Personal Friend

Professional Contact

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MEMBER BENEFITS PJOIN TODAY For $295 You Get Membership In Both IIADA and NIADA Plus All Of The Following Benefits And Even More That Are Not Listed! Programs for Extra Profit

• Dealer Bond at Member Rates • Dealer Insurance • Health Insurance • Forms • Financing • Software • IIADA Help Desk • National Dealer Network Skip Tracing Contacts • College Scholarships • Prescription Drug Card • National Dealer Network

Publications

• Car Lines Publication • Used Car Dealer Magazine • Federally Required Safeguards Policy Document • Federally Required Red Flags Rules Policy Documents • IRS Audit Technique Guide For the Independent Used Car Dealer • Current Industry Information • Legislative Alerts • NIADA Annual Market Analysis

2018 Member Auction Coupons For A Total Savings Of $3,000! ADE of Indianapolis ADESA Cincinnati/Dayton ADESA Indianapolis ADESA Lansing America’s Auto Auction Toledo America’s Auto Auction West Michigan Clark County Auto Auction Dyer Auto Auction Fort Wayne Truck and Auto Auction Greater Kalamazoo Auto Auction Greater Mishawaka Auto Auction Greater Rockford Auto Auction Indiana Auto Auction, Inc. Indianapolis Car Exchange Kesler-Schaefer Wholesale Auto Auction Manheim Cincinnati Manheim Indianapolis Manheim Louisville Manheim Ohio Mt. Vernon I-64 Auto Auction Wolfe’s Auto Auctions-Evansville/ South Bend/Terre Haute

Professional Development

• Certified Master Dealer Program • Free Access to NIADA.tv Training at Your Business • Access to IndependentDealer.com where dealers go for answers • NIADA Membership and Window Decal • IIADA “Symbol of Integrity” Logo and Window Decal • NIADA Annual Convention and Trade Show • Code of Ethics

AUC T ION C OUP ON B OOK P RIN T ING SP ONSORED B Y: AFC . CVR . ASC . WARRANT Y . 700 CREDIT AMERICAN RECOVERY ASSOCIATION

Representation

• State Lobby and Consultant Services • State Legislative and Regulatory Tracking and Reporting • Federal Lobby and Consulting Services • Federal Legal, Legislative and Regulatory Tracking and Reporting • Indiana Department of Revenue Liaison • Indiana Dealer Services Liaison • Indiana Bureau of Motor Vehicles Liaison

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SUPPORT IIADA! We are your voice in Indianapolis.

MEMBER P APPLICATION

JOIN TODAY

Indiana Independent Automobile Dealers Association

The IIADA Has the Independent Auto Dealer Covered! Phone: (219) 661-0287 • Fax: (219)663-5294 iiada@comcast.net

JOIN TODAY For an annual membership investment of only $295,

which includes an NIADA membership, you get a $3,000 Auto Auction Coupon Book and a whole lot more!

GENERAL INFORMATION Dealership Name ____________________________________ Dealer Lic#_______________ Mail Address ________________________________________________________________ County _____________________________________________________________________ City/State/Zip________________________________________________________________ Phone _____________________________________________Fax ______________________ E-mail_______________________________________________________________________ Website_____________________________________________________________________ Owners (Please Print) _________________________________________________________ Recommended By _____________________________________________________________ oCheck oVisa oMasterCard Credit Card Number: _____________________________________Expiration Date: ________ Signature: _____________________________________________________________________________ Please include your email address, phone and fax numbers so that we can easily communicate with you. Membership dues are $295 for 12 months from the date you join, and your National lADA dues are included. Please send application and check or credit card information to: IIADA, PO Box 1393, Crown Point, IN

46308

This is our personal invitation to you to join the State and National Independent Automobile Dealers Professional Associations It is important to me to be recognized as a professional! Enclosed are my annual dues of $295 to make sure that my business has all the advantages IIADA/NIADA Inc., provides to put me at the forefront of my profession. By completing this form, I agree to abide by the Code of Ethics. Also, I am consenting to and giving IIADA/NIADA Inc., its affiliates and subsidiaries, my permission to (until I give written notice to discontinue) contact me and provide information to me at the mailing and email addresses, telephone and fax number(s) I have provided.

Note: 25% of dues are non-deductible

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ASSOCIATE MEMBERS

IIADA Associate Membership is available to automotive related businesses. Please call 219-661-0287 for more information on Associate Memberships.

700 Credit

Ann Carson 202.422.2351 acarson@700credit.com www.700credit.com

ACV Auctions

Dennis Carey 260.350.2617 dcarey@acvauctions.com

Advantage One Tire Network Brandon Schlarb 317.809.6781 bschlarb@a1tnindy.com

AFC

Ryan Lewis 2950 E. Main St. Plainfield, IN 46168 317-453-1172 ryan.lewis@autofinance.com

Alpha Omega Group Brad LeBlanc 513.317.9861 brad@aogllc.com

ASC Warranty Co. Inc. Susan Williams/ Clayton Morgan 800-442-7116

Donn H. Wray

Legal Counsel Stoll Keenon Ogden 201 N. Illinois Street, Ste. 1225 Indianapolis, IN 46204 317.608.4369

Drive1 USA, Inc.

Bruce Norton 1512 W. 96th Ave., Ste. C Crown Point, IN 46307 Phone: 219.670.0542 Email: Bnorton@drive1usa.com

Driven Brands

Lisa Zaentz 312.515.5664 Lisa.zaentz@drivenbrands.com

Encompass Dealer Services Terry Schwer 765.969.1692 terry@encompassdealers.com

Envirotest Titling & Registration Kevin Lewis 1445 Brookville Way Suite G Indianapolis, IN 46239 317.322.0020 www.etrindiana.com

Envirotest Titling & Registration

Ashton Agency Inc.

Dealer Insurance, Bonds Kathy Alexander 407.678.5900 kalexander@ashtonagency.com

AutoZone

Gerry Sutter gerald.sutter@autozone.com 440.263.3389

CAR Financial

P. O. Box 20229 Knoxville, TN 37940 865.573.3355

Cars.com

175 W. Jackson Blvd., 8th Fl. Chicago, IL 60604 800-298-1460 dealers.cars.com

Consolidated Automotive Services

Chris Walsh 812.988.8300 www.consolidated autoservices.com

Deluxe Corporation

Kevin Lewis 1111 S. Green River Rd. Suite 100 Evansville, IN 47715 812.909.0116 www.etrindiana.com

Envirotest Titling & Registration Jennifer Kharchaf 1171 Breuckman Dr., Ste. B Crown Point, IN 46307 219.661.8220 www.etrindiana.com

Frazer Computing Inc.

6196 US Hwy 11, P O Box 569 Canton, NY 13617 888.963.5369 www.frazer.com

Freedom Warranty

John Skelton 423.207.1333 www.freedomwarranty.com

GWC Warranty

P O Box 7900 Wilkes-Barre, PA 18773 317.374.6271 www.gwcwarranty.com

Safeguard Printing Jennifer Blair 800.875.9908 jblair@safeguardprinting.com

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September/October 2018

HBK CPAs & Consultant Rex Collins 330.758.8613 rcollins@hbkcpa.com

Insurance ProfessionalsDealer Specialists Mike Lee 8509 Zephyr Dr. Indianapolis, IN 46217 317-432-1092 Fax: 317-300-0501 teamallenc21@comcast.net

Penn Warranty Corporation

Jude Tuma/Michael Roe 1081 Hanover St. Wilkes Barre, PA 18706 800-356-9441 michael.roe@pennwarrantycorp.com www.pennwarrantycorp.com

Preferred Warranties, Inc. Gregg Reidenbach/Guy Loeffler 800-548-1121 info@warrantys.com www.warrantys.com

Insurance Professionals of New Palestine

Professional Financial Services

Integrity Warranty, LLC

Pull A Part of Indianapolis LLC

Lincolnway Insurance Services

Reliable Auto Finance

Network Benefits of Mid America 35 W. Main St. P.O. Box 467 New Palestine, IN 46163 Office: 317-861-4411 800-688-7988 Cell: 317-750-3032 Paul Mulready 423.355.8353 pmulready@integritywarranty.com www.integritywarranty.com Greg St. Germain 336 E. Lincoln Hwy. Schererville, IN 46375 219-865-2227 gregg@lincolnwayinsurance.com

Maxey & Associates Insurance Health Insurance Specialists Pam Mix 219.763.2401 maxey.insurance@comcast.net

National Auto Auction Association Frank Hackett 301.696.0400 naaa@naaa.com

Nationwide Cassel LLC

Mark Plunkett mplunkitt@nationwideloans.com 317.441.1637

NextGear Capital

Lori Kahre 1320 City Center Drive Suite 100 Carmel, IN 46033 Phone: 317.571.3845 www.nextgearcapital.com

Matt Reece Phone: 864.237.6090 Matt.Reece@pfs-corp.net Nat Rieder Nat.Rieder@pfs-corp.net Phone: 614.935.9808 Mark Cohen 2505 Producers Lane Indianapolis, IN 46218 Phone: 678.327.5584

Lester Dean PO Box 9700 Wyoming, Michigan 49509 616.438.3591 Fax: 616-245-5978 lesterd@reliableautofinance.com

Somerset CPAs

Jane Saxon, CPA 3925 River Crossing Pkwy. Indianapolis, IN 46240 317.472.2183 jsaxon@somersetcpas.com

SPIREON

Dave Boekholder 800.557.1449 dboekholder@spireon.com

T & J Dealer Services

Justin Stuckey 260.403.2410 justin@dealerservices.com

Teipen, Selanders, Poynter & Ayres, P.C.

Certified Public Accountants Barnett Sapurstein, CPA 317.598.6700 bsapurstein@teipencpa.com

Turner Acceptance Jonathon Turner Phone: 773.290.5007 turneracceptance.com