OPEN ROAD
S TAT E A F F I L I AT E
MAGAZINE
LOUISIANA INDEPENDENT AUTOMOBILE D E A L E R S A S S O C I AT I O N
F E B R U A R Y / M A R C H 2 0 17
DEALER SPOTLIGHT
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INSIDE
SAFETY WATCH
04................................................. NIADA Government Report 06.............................................. When Good Recon Goes Bad 08.......................................... Improve Your Online Reputation 12.................................Embracing the #Hashtag Generation 14......................................................The Importance of Value 16....................................................................Dealer Spotlight 18.................................Hiring the Most Important Sales Role
WHAT’S NEW
CMD Dates Announced
Class dates for NIADA’s industry leading Certified Master Dealer program have been announced for the upcoming year! Look for a class coming to your area! Dates include Feb. 9-11 in Portland, Ore.; May 15-17 in Atlanta; Sept. 12-14 in Dallas; and Dec. 11-13 in Tampa, Fla. Visit www. niada.com or contact Diann Flanders at 888-906-8283 or diann@niada.com for more information.
ADVERTISER’S INDEX
ABC Baton Rouge................................................................. IBC AutoZone................................................................................10 Black Book................................................................................5 BMW Group Direct ................................................................21 DAA Dealers Auto Auction Group, LLC ..................................7 LA’s 1st Choice AA................................................................IFC Manheim ................................................................................11 Manheim Pennsylvania..........................................................13 NextGear Capital ...................................................................19 NIADA CPO ..............................................................................9 Texas Direct Auto.............................................................15, 17 VAuto....................................................................... Back Cover
OFFICE
For information on how to become a member please contact Dwayne Tambling louisianaiada@gmail.com 877-513-6275.
NIADA HEADQUARTERS
NATIONAL INDEPENDENT AUTOMOBILE DEALERS ASSOCIATION WWW.NIADA.COM • WWW.NIADA.TV 2521 BROWN BLVD. • ARLINGTON, TX 76006-5203 PHONE (817) 640-3838 The Open Road 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 76006-5203. The statements and opinions expressed herein are those of the authors and do not necessarily represent the views of the Open Road 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 ©2017 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
NHTSA SPEEDS UP AIRBAG RECALLS
New Requirements for Automakers
The National Highway Traffic Safety Administration issued an amended order to continue the acceleration of recall repairs for millions of U.S. vehicle owners affected by the Takata air bag inflator recalls. The Amended Coordinated Remedy Order sets requirements for when automakers must have replacement parts available for customers and sets progress and completion deadlines for replacements of the defective parts, which have been responsible for 11 deaths and approximately 180 injuries in the U.S. The Amended Coordinated Remedy Order issued to Takata and the 19 affected automakers requires replacement parts to be obtained on an accelerated basis and made available first to the riskiest vehicles. The order sets new requirements for automakers to certify to NHTSA when they have obtained a sufficient supply of replacement parts to begin repairs, and requires automakers to coordinate
BOARD MEMBERS PRESIDENT Kevin Reeves Dixieland Autoplex 15600 Florida Blvd. Baton Rouge, LA 70819 kevin@dixielandautoplex.com 225-248-6519
BOARD MEMBERS Scott Ledet Ledet’s Auto Sales P O Box 1505 Gonzales, LA 70737 scottledet@ledetsautos.com 225-644-2886
VICE PRESIDENT Robert Perry Doug Perry Wholesale Cars 311 N. 4th Street Monroe, LA robertperry2010@yahoo.com 318-343-8611
Jacob Warren Louisiana’s 1st Choice Auto Auction 18310 Woodscale Rd. Hammond, LA 70401 jacob@lafcaa.com 985-345-3302
EXECUTIVE DIRECTOR Dwayne Tambling Dwayne Tambling Auto Brokers 46001 Hwy # 22 St. Amant, LA 70774 225-675-3675 SECRETARY Rudy Martinez Ponce Imports, Inc. 6060 Florida Blvd. Baton Rouge LA 70806 rudymp@cox.net 225-927-4346 TREASURER Chuck Hill Lake Charles Auto Auction 2435 E. Broad St. Lake Charles LA 70601 chuckhill69@yahoo.com 337-433-8664
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consumer messaging using best practices identified by NHTSA, the industry and the independent monitor of Takata and the Coordinated Remedy Program. This action builds on the Coordinated Remedy Program initiated in November 2015, incorporating the additional tens of millions of inflators recalled or scheduled for future recall since that date, most of which were included in the May 2016 recall expansion. There are currently 46 million recalled Takata air bag inflators in 29 million vehicles in the United States. Under the Amended Consent Order issued to Takata in May 2016, automakers will be required to recall additional inflators over the next three years, affecting approximately 64 to 69 million inflators in 42 million total recalled vehicles. Ultimately all frontal Takata inflators using non-desiccated phase-stabilized ammonium nitrate will be recalled.
Donald Mendoza Don’s Wholesale 6902 Johnston St. Lafayette, LA 70503 mendozadonald@yahoo.com 337-210-5000 David Albritton Redline Motorcars, LLC 605 Cypress Street West Monroe, LA 71291 dcalbritton@gmail.com 318-605-3655 Daniel Guinn Guinn Auction Company, Inc. 1635 Thibodeaux Rd. Jennings, LA 70546 daniel@guinnauctions.com 337-368-7713
Jeff Hernandez Airline Automart Inc. 4520 Airline Hwy Baton Rouge LA 70805 airlineautomart@yahoo.com 225-357-1597 Scott Rabeaux Rabeaux Auto Sales 6882 Johnson St. Lafayette, LA 70593 srabeaux@yahoo.com 337-991-9100 Matt Pedersen Lake Charles Auto Auction 2435 E. Broad St. Lake Charles LA 70601 matt@lcautoauction.com 337-433-8664 Eric Stroderd (Past President) My Dealer Supply 850 Kaliste Saloom Rd. Lafayette, LA 70508 877-427-1238 Ricky Donnell Best Stop Auto Sales 4238 Front St. Winnsboro, LA 71295 bsas03@yahoo.com 318-435-6565
February/March 2017 OPEN ROAD
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WASHINGTON UPDATE
NIADA GOVERNMENT REPORT
July 2016, the CFPB issued proposals it was considering for a debt collection rule for third-party collectors. They are not intended to apply to a first-party creditor collecting its own debts. In the agenda, the CFPB said it will convene a panel of small businesses to consider rulemaking focused on companies that collect their own debts sometime in 2017.
Here’s a rundown of some of the latest governmental issues and activity affecting the used car industry from NIADA senior vice president of legal and government affairs Shaun Petersen and NIADA lobbyist Sante Esposito of Key Advocates.
DEPARTMENT OF JUSTICE Volkswagen settlement: DOJ, the EPA and the state of California announced a settlement with Volkswagen AG, Audi AG, Porsche AG and related entities regarding 3.0-liter diesel vehicles sold or leased with emissions defeat devices. For 2009-12 Volkswagen Touareg and Audi Q7 models, Volkswagen is required to offer to buy back the vehicles or terminate leases, and must also offer a modification to substantially reduce emissions, if one is proposed by Volkswagen and approved by regulators. For 2013-16 vehicles affected, including the Touareg, Q7, Porsche Cayenne and Audi A6 Quattro, A7 Quattro, A8, A8L and Q5, if VW demonstrates it can make the vehicles compliant with the certified exhaust emission standards, it will have to fix the vehicles and will not be required to buy them back. Volkswagen is also required to spend $225 million to fund projects that will reduce emissions of nitrogen oxide. Vehicle owners and lessees will receive updated information from Volkswagen, Audi and Porsche concerning their available buyback or modification options once the settlement is approved by the court. Information is also available at www.vwcourtsettlement.com and www. audicourtsettlement.com. Dealer arrested: A New Jersey auto dealer was charged with allegedly defrauding $2 million from more than 140 Russian citizens who were customers of his auto sales business. Sergey Kapustin, owner and president of Global Auto Group, Effect Auto Sales and G Auto Sales in Elizabeth, N.J., had Russian language websites that offered for sale luxury vehicles, including Mercedes and Lexus models priced below market value that could be shipped to Finland for easy delivery to Russian citizens – if they agreed to pay full price up front for the vehicles. Kapustin is Russian and his websites were geared to buyers in Russia, the Ukraine and other former Soviet republics who believed they were getting a “good deal” from a countryman who could be trusted to follow through once the purchase price had been paid. After the buyers wired the full price to one or more bank accounts controlled by Kapustin, he allegedly gave them a litany of excuses for delay in delivery. Allegedly, Kapustin had neither possession of nor title to the vehicles being sold.
Latest Government Issues and Activity
REGULATORY REPORT BY Shaun Petersen
CONSUMER FINANCIAL PROTECTION BUREAU On Dec. 1, the CFPB released its rulemaking agenda through Oct. 19 – before the election. The results of the election could have drastic impact on the agenda. Some of the highlights include: Arbitration rule: The agenda said the CFPB is reviewing and considering comments on its proposed rule banning pre-dispute arbitration agreements with class action waivers and is considering February 2017 as an estimated date for a final rule. Payday, title and deposit advance loans: The CFPB released a proposed rule in June. NIADA filed comments to express our position that the rule did not apply to retail installment contracts for purchase money security interests. Debt collection: In November 2013, the CFPB issued an Advance Notice of Proposed Rulemaking concerning debt collection, about which NIADA filed comments. In
On Dec. 1, the CFPB released its rulemaking agenda through Oct. 19 – before the election.
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At some point, the victim was offered a different, often inferior car, burdened with added shipping and storage costs. The victims often wired additional money in an attempt to rescue the car from storage. Many of the vehicles that did make it to customers were allegedly salvage or flood vehicles. DEPARTMENT OF LABOR Whistleblower rule: OSHA finalized its rule for handling retaliation complaints filed by whistleblowers in the automotive industry, which became effective Dec. 14. In accordance with legislation passed by Congress in 2012, motor vehicle manufacturers, parts suppliers and dealerships are prohibited from retaliating against employees who provide information about motor vehicle defects or violations of safety standards; file, testify or assist in any proceeding concerning alleged motor vehicle defects; or object to or refuse to participate in any activity that person believes is a violation of a safety standard. Retaliation includes firing, reduction in pay or hours, discipline or similar sanctions. Employees who believe they have been subject to retaliation have 180 days from the date of alleged retaliation to submit a complaint to OSHA. OSHA recordkeeping: A final rule that took effect Jan. 18 backs OSHA’s longstanding position that an employer’s duty to record an employee’s injury or illness continues for the full five-year record-retention period. The amendments in the final rule add no new compliance obligations and do not require employers to make records of any injuries or illnesses for which records are not already required.
LEGISLATIVE REPORT BY Sante Esposito
CFPB REFORM Rep. Jeb Hensarling (R-Texas) is talking about including his Financial CHOICE Act in the reconciliation bill Republicans are considering using to repeal Obamacare and introduce tax reform. Hensarling’s bill would rein in the CFPB’s authority by, among other provisions, making the bureau subject to the annual Congressional appropriations process, replacing its single director with a fivemember commission, requiring it to obtain permission before collecting personally identifiable consumer information and limiting its authority to prohibit consumer financial services or products it deems “abusive” and to prohibit the use of arbitration agreements. With the new Congress in session, all of the bills and the bills not enacted by the previous Congress have “died” and must be re-introduced – including a House-passed bill that would rescind the CFPB’s controversial 2013 auto financing guidance and specify a more transparent and accountable process. That bill’s language is included in the Financial CHOICE Act.
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ACCELERATE
BY GWC WARRANTY
WHEN GOOD RECON GOES BAD Solve Your Recon Woes
Few things can be more of a headache for used car dealers than the reconditioning process. Far too often, it can lead to delays, forfeited front-end gross, poor relationships within your dealership and other consequences that ultimately hurt the overall bottom line. It sounds simple enough: Acquire vehicle. Prepare vehicle. Sell vehicle. So how can something so simple cause so many problems? It’s when good recon goes bad. You can solve your recon woes, however, by making small tweaks to your dealership that will have a tangible payout at the end. It’s all about culture. Too many times you hear stories of the back and forth between those acquiring the inventory and those getting it ready to go on the lot. Good recon starts when everyone stops pointing fingers. Cultivate a culture of collaboration. If you’re acquiring inventory, ask your service team what you should look for in a vehicle at
auction. If you’re getting a vehicle frontline ready, ask about deadlines and find out why a specific turn time is so important. Don’t get overconfident. If you’re estimating how long it will take to recondition a vehicle, be honest with yourself. Time is money, and you can’t accurately appraise and price your vehicle if you’re building in five days of holding costs when it will really take 10. Having a trusting and cooperative culture will help everyone feel comfortable enough to be transparent with these types of details. Know the dollars and cents. It’s estimated that holding costs can range from $30 to $50 dollars per day. Take the average figure from that range ($40 per day) and do the math for what you spend regularly on reconditioning costs. At an average of six recon days for 40 vehicles a month, you’re looking at $9,600 per month in holding costs alone. At that rate, that’s over $115,000 per year. You can even think of this on a per vehicle basis. At that same holding cost, a vehicle that takes five extra days to recondition cuts a $3,000 gross profit into a $2,800 gross profit – all this without even factoring in the actual parts and labor costs of the reconditioning itself. Knowing these numbers will help everyone in the dealership be accountable for their role in reconditioning.
Communicate. It sounds simple, but so many reconditioning processes go bad when management, sales and service simply aren’t on the same page. Things like repair approval delays and misplaced vehicles can add days to the reconditioning process (see above for how much that costs you). Getting all your departments on the same page can help in this process. It can be as simple as creating a spreadsheet that tracks each vehicle’s progress. This way, you’ll be able to see where delays happen and quickly get your reconditioning back on the rails.
MANAGEMENT MATTERS BY CHRIS KAHRS
BUILDING YOUR BENCH STRENGTH
Create Future Leaders Ready to Step In
Addressing personnel changes and challenges can occasion lengthy conversations. I’d say that the most often asked question is, “Where do I find my next manager?” As dealerships continue to experience rapid turnover and acquisitions – and promote good employees into management – many organizations struggle to find replacements for vacancies. Prepare for the unavoidable. It’s generally when they’ve lost an employee that dealers realize they have no one in their organization to assume that
particular role. Dealers are forced to search outside their organizations for a candidate who shares their business’ values, culture, work ethic and vision. This hunt can be exhaustive, and the process is disruptive to the daily operations of the organization. Why your team is critical. To use a sports analogy, each team has its starters suited up and ready to go for each game. When one of those starters gets hurt, a “bench player” is the next man up to assume that role. That bench player has been preparing for a scenario like this and is ready to perform. Yet in a lot of automotive organizations, there isn’t a bench player who has been coached to assume the role of the starter should there be the need. How to create a strong bench. Weak bench strength is a problem for a number of reasons. First, it means you must spend time and money to find an outside replacement. And, more important, that unnoticed bench player is likely to leave. I honestly believe one the greatest threats to
your dealership is for an overlooked bench player – one who is not being groomed for advancement – to leave. And they will. Sensing the lack of opportunity, individuals like this will typically depart for greener pastures should they have the opportunity, thus leaving your organization searching for yet another replacement. Here are my suggestions to improve your bench strength: • Train and educate from the top down to develop future organizational leaders. • Cross train for diversity. • Create peer-leader relationships. • Create a career path with clear and defined advancement opportunities. • Train, coach, motivate and encourage personal development. Filing managerial vacancies can be challenging for many organizations. However, you may already have an individual eager and ready to perform if given the opportunity. By building your bench, you can create future leaders from within your organization. Work on developing one to strengthen your overall talent pool. Chris Kahrs brings more than 17 years of experience to NCM, with extensive expertise in multi-facility management and dealer operations. This article originally appeared on NCM’s Up to Speed blog (blog. ncminstitute.com) and is reprinted with permission.
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Make it easy for your happy customers to write reviews. Implement a proactive, automated process with the help of online reputation management software like Grade.us. SOCIAL MEDIA BY KATHI KRUSE
RIGHT-NOW ACTIONS TO IMPROVE YOUR ONLINE REPUTATION It Pays Off
Online ratings are what brought me to digital marketing. It was 2008 and I could see the 4-way intersection of social media, online ratings, customer experience and dealership operations becoming the foundation to build a modern business. Online ratings are one of the first places people go when they’re looking for solid, trustworthy advice, so staying informed on the latest ways to improve your online reputation could actually increase business. I’ve stayed in touch with a lot of my colleagues from my days managing car dealerships. Back in 2008, one of my friends had moved to a BMW store in Orange County and I became a customer. One day after picking up my car from service, I decided to post a Yelp review. I discovered the dealership had a rating of 1.5 stars. Surprised (because I knew this dealer was a good operator and the store had high CSI ratings through the manufacturer), I decided to do a “mini market study” on my couch. There were 50 or so BMW stores in California at the time and, shockingly, I found all but about four had less than two stars on Yelp. I saw an opportunity to leverage my years of auto retail experience and bring value to companies who needed guidance with social media marketing. Now, social media and online reputation have merged. In fact, SEO, content marketing and social advertising all work together to provide dealers with lucrative ways to attract, engage and sell to their target customers. I’m a natural networker. Word of mouth referrals have always been my go-to source for finding trusted sellers, and online
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ratings sites are where most people turn today. • 90 percent of consumers read online reviews. • 88 percent trust online reviews as much as personal recommendations. • 86 percent will hesitate to purchase from a business that has negative reviews. • Customers are likely to spend 31 percent more with a business that has positive reviews. • 92 percent will use a local business if it has at least a 4-star rating. Reviews are Insanely Influential We live in what Forrester Research has dubbed “The Age of the Customer.” Empowered customers are more demanding than ever, and they have the ability to make or break your business. They don’t trust what you say about your product or service, and they really don’t trust your ads. Instead, they trust other people like themselves. I’ve seen numerous car dealerships that have over 400 reviews and a 2-star rating. To me, this would constitute a call to 911. When you’ve got a large amount of reviews and your overall reputation reads negative, that’s a consensus... not just the opinions of a few unhappy customers. Myth: My Reputation Can Take Care of Itself Online ratings and reviews have the potential to be the single most effective and rewarding marketing channel for small and local businesses, and yet most marketers and business owners do very little to foster and shape reviews because they assume it’s out of their hands. They take a wait-and-see approach – forever. RIGHT-NOW ACTIONS TO IMPROVE YOUR ONLINE REPUTATION Improving, protecting, and promoting the company’s online reputation should become part of daily operations. Negative reviews deter buyers. If you have even one negative review, it’s impossible to gauge how many sales you lost because of it. Use the following eight actions to improve your online reputation and give your store every chance to reach its revenue goals. Remove the obstacles that stymie reviews. Ninety percent of consumers read online reviews. Six percent write them.
Happy customers don’t often write reviews. They’ll say they forgot to, never thought to do so, got too busy or that it’s just too difficult. Make it easy for your happy customers to write reviews. Implement a proactive, automated process with the help of online reputation management software like Grade. us. This not only makes reviewing your business easy, it simplifies the tasks required within daily operations. Earn the privilege of a positive review. Every customer is looking for a “guide.” One of the most important things a guide does in a customer’s life is participate in their transformation. They help the customer become somebody better than they used to be. Rather than sell them products, you actually position your products as tools they can use to win the day. Positive reviews are a natural extension of your customer’s transformation. Respond to every review honestly, openly and with enthusiasm. Responding to online reviews is an art form. Positive reviews deserve acknowledgement. Respond to each one with a sincere note of thanks. If you’re familiar with the transaction or can do some behind-thescenes research, mention a detail the customer will remember. Everyone likes to feel important. When someone writes something negative about your business, it’s easy to become reactionary. Cooler heads always prevail so stand back, take a deep breath and give yourself time to regroup. Be open, honest and conciliatory. Be humble and offer to do whatever you can to solve the problem. Recognize that online reviews are a company asset. Happiness and enthusiasm about your company is a valuable advantage. A flock of glowing reviews greases the gears of search engines to greatly increase your authority in local search. Combined with the powerful word-ofmouth effect, positive online reviews deserve a place on your company’s balance sheet. After all, if you’ve put in the time and effort to improve your online reputation, positive reviews are worth their weight in gold.
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CONTINUED FROM PAGE 8 Acknowledge that software can help but it’s not a replacement for hard work. There are providers who promise to “manage your online reputation” but let’s get the facts straight. No one truly manages your company’s reputation but you and your staff. Software automates your process but that’s only if you have a process to begin with. Within your company are the seeds from which a stellar reputation blooms. Sustain your process by creating a review funnel, invite customers to provide feedback and recover unhappy customers before they vent online. Engage employees in your process. Customers are Googling salespeople. Reviews equate to online authority and when employees are mentioned it increases their value to the customer and the company. Trustworthy employees make the company appear trustworthy. When employees see their names in online reviews, it’s very powerful. Use this as a leverage point to engage them in the review process. Improve your sales process to build online reputation: • Establish WIIFM (what’s in it for me). • Inspire. • Motivate. • Recognize. • Incentivize. • Reward.
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Craft the right message when inviting reviews. One of the benefits of using software to support your efforts to improve your online reputation is that it guides the customer through the review funnel with a simple choice of either, “I had a good experience” or “I had a bad experience.” If they choose “I had a good experience,” here are two examples of the right way to ask for a review: •“ Our business is based on referrals and we’d really appreciate you sharing your experience with others online.” •“ Thank you for the awesome opportunity to serve you. We’d love to hear about your experience and no doubt, others would too.” If they’ve chosen the “I had a bad experience,” they will click over to a landing page that helps recover unhappy customers before they vent online. Here’s an example of the right message for this scenario: • “Thank you for alerting us to your bad experience. We don’t like bad experiences either. Please allow us make things right. We’ll contact you within 24 hours (often sooner) to find a solution that works for you! (and humbly ask how we could’ve done better).” Offer an incentive to engage. I don’t mean to suggest that you ever offer an incentive in exchange for a positive
review, a practice that is not only unethical, but violates the terms of service on many review sites… and may lead to FTC fines, getting banned, named and/or publicly shamed. However, you might offer a no-strings incentive to get customers a step further into your review funnel. For example, Grade.us clients can attach an offer to the landing page they drive customers to for feedback (NOTE: I’m not a paid endorser of Grade.us. There are other similar solutions available). The no-strings offer is simply a way of getting more people to the landing page. The offer – maybe a discount coupon or a free download – is available to anyone, whether or not they post a review. But making the offer available there, on a page otherwise designed to guide customers through the process of submitting a review, increases the odds of getting that review. Next Steps... The data shows taking the necessary steps to improve your online reputation pays off. Reviews are insanely influential. If you find you’re still not comfortable with rolling out an internal process to capture your happy, loyal customers’ feedback, contact me and I’ll be your Sherpa. Kathi Kruse is an automotive social media marketing expert, blogger, consultant, author, speaker and founder of Kruse Control Inc. Kruse Control coaches, trains & delivers webinars focused on integrating social media and online reputation management into dealership operations.
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MANAGEMENT MATTERS BY ALISHA STEWART
EMBRACING THE #HASHTAG GENERATION
How to Retain Talented Millennials in the Workplace
CHART
YOUR COURSE
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Millennials get a bad rap. We’re called loud and opinionated, lazy and entitled… the list goes on. And employers seem wary of hiring us, especially given reports about our low loyalty, making it hard to find the right job. As a millennial employee, I have experienced the backlash of these assumptions, but I think a lot of our negative press misses the point: Our opinions may challenge your dealership, but we want to bring our passion for change and innovation to the workplace! And it’s going to happen. The truth is that we are the future of business, and by 2020 millennials will make up 50 percent of the world’s workforce. Here are a few suggestions to help your dealership retain your talented millennial employees and embrace the cutting-edge ideas that they bring with them. Pay us fairly and give us room to grow. Fair pay and growth opportunities are paramount to the retention of millennials. As a group, we expect to progress in your company – and achieve leadership roles – faster than Gen X or older groups. When we don’t achieve this, we leave. A business’s failure to offer advancement results in costly and constant turnover. While it may seem easy to take the cheaper route, there are many employers out there who will provide fair compensation and a clear career path, and millennials are eager to find them. Embrace social media in all aspects of business. We all know millennials live their lives
online. Whether you’re looking to hire or looking to engage, I can’t stress enough the use of online tools that are available to you, and 99 percent of them are free! Let your employees write for the company newsletter or blog. Use LinkedIn and Indeed to recruit talent. Post employee recognition or business events on Twitter, Facebook, and Instagram. Other ideas include purchasing a custom Snapchat filter for company parties and hosting a weekly vlog on YouTube. The options are truly endless, and they all help your millennial employee feel engaged with your dealership! Allow us to use our voice. I’d say millennials have a deep desire or, more appropriately, a need to let our voice be heard and share our views. Why do you think we’re so active on social media? A few ways to encourage that: • Give us opportunities to lead in roles that bring active change to the company, such as seats on committees and inclusion in forums. • Listen to us and be open to ideas! Just because something has been done a certain way for an extended amount of time does not mean it is the most effective or efficient way to keep doing things. Use our creativity to advance your business. • Allow us to be creative by embracing technology. • Let us be involved. Here at NCM, we have an Ownership Culture Committee that not only plans social events for the company but also participates in charity and giving back. Believe it or not, millennials do care about things bigger than themselves. Allowing them to give back and get involved will reap huge rewards in employee morale and culture. Alisha Stewart began her career at NCM Associates in September 2015. She graduated from California Baptist University in 2010 with a Bachelor of Arts degree in Communications and Public Relations. This article originally appeared on NCM’s Up to Speed blog (blog.ncminstitute.com) and is reprinted with permission.
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MANAGEMENT MATTERS BY GEORGE GOWEN
THE IMPORTANCE OF VALUE Unveil the Value of Service and Parts
We all know a customer will buy a product or service when the value exceeds price. Unfortunately, automotive dealerships hide the value that the service and parts departments bring. Here’s how you can change that. Recognize the value of “free.” Grocery stores commonly show the customer how much they “saved” on every receipt. That builds additional value to the price they paid for groceries. For some reason, dealerships comp services but, unlike the grocery store, never let anyone know about it. Here’s an example: Almost every dealership I know requires a multi-point inspection (MPI) for each repair order. This check builds trust and helps sell needed services. But what is the “value” to the customer for that service? None. However, if you show on the repair order that the MPI has a $49$149 value that we provided at “no charge,”
it does means something. After all, the service has actual value, and we should let customers know it. Here’s another example. Many dealerships charge a diagnostic fee, using the information to explain the nature of the problem and how much the repair will cost. Along with the diagnostic work, you probably do a complete inspection of the entire vehicle and don’t charge for it. You should mention this value to your customer. Always offer a deal. While we’re looking at other industries for inspiration, let’s consider restaurants. I’ve been to many establishments that promote a special that includes the appetizer, salad, entrée and dessert. You’re told that you’ll get a special value by ordering the components as a group versus ordering them individually. The reality is that people will take advantage of the “deal” even though they likely would not have ordered all the items separately. You can apply the same principle to service menu items. The best performers on menu sale penetration show the value of the combined services versus doing those services individually. But if you offer a “30k Service” for $400 without explaining the value of the individual services, all they will see is the $400.
Imagine the penetration level if you showed that all the services in the “30K Service” would separately cost $530! If the menu item is “only $400,” the customer just saved $130 by purchasing it. The same advice goes if you provide a car wash, loaner cars, or any other services: Always make sure the customer knows the value. And, no matter what, make sure the value you provide exceeds the price. This article originally appeared on NCM’s Up to Speed blog (blog.ncminstitute.com) and is reprinted with permission.
MARKET WATCH BY USED CAR NEWS
AUTOTRADER NAMES TOP TECH
Trending Auto Technology
With new automotive technology constantly emerging and 2017 model-year vehicles now flooding dealer lots, the editors at Autotrader recently named their Must-Have Automotive Technology for 2017. Automakers like Mercedes-Benz, Tesla and Volvo are rolling out self-driving systems that can put many autonomous features together in one advanced package, appealing to even the most die-hard auto enthusiasts, especially when it comes to the more boring parts of driving like commutes or long highway trips. While Tesla’s Autopilot may currently be among the most advanced (and
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better-known) of these systems, several other automakers offer an impressive look at the future, including Volvo’s Pilot Assist system. Formerly only seen on ultra-high-end sports cars, adaptive suspension is making its way into other models, allowing you to custom tailor your car’s suspension based on the experience you want to have, with modes like “comfort” and “sport.” For drivers who often find themselves critiquing a car’s ride, or for those who spend a lot of time on rough roads or driving tight corners, the ability to change your driving experience with the push of a button can be well worth the cost. Many new vehicles now offer a suite of autonomous safety tech, including lane keep assist, automatic forward collision braking and adaptive cruise control - and the great news is that these systems are getting more affordable and are no longer only reserved for pricey luxury cars. Affordable new compact models like Honda Civic, Hyundai Elantra and Mazda Mazda3 all feature impressive autonomous safety tech features. Say goodbye to the little sticker on the corner of your windshield that reminds you of your next oil change - now many cars deliver this information and more in a handy app, making it easier to keep track of everything. Some automakers like Hyundai even have the Hyundai Assurance Car Care
App, which not only tells you when your vehicle needs its next service, but it can even schedule it for you. Gesture control is the wave of the automotive future. It allows you to control various features of your vehicle using gestures instead of pressing a button, touching a screen or using voice commands. Currently BMW is the only automaker to offer this feature (and only on its high-end 7 Series), but expect this to reach more vehicles in the coming years. Huge screens seem to be replacing many gauges and buttons in the cockpit of new cars, operating similarly to a smartphone with ultra-sensitive touch and the ability for details to be reconfigured. While some may worry about the future reliability of such screens in lieu of simple buttons, experts praise the more clean presentation and easier-to-use infotainment systems versus former complex controls or tiny buttons. Electric drivetrain technology is now becoming more widespread and delivers not only the obvious fuel-economy benefit, but also performance benefits. Modern exotic sports cars like the Acura NSX, BMW i8, Porsche 918 Spyder and LaFerrari all feature electric drivetrains. For everyday drivers, features ranging from fully electric to plugin gas/electric hybrids mean several options for the driving masses.
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DEALER SPOTLIGHT
RUDY MARTINEZ OF PONCE IMPORTS INC.
Taking Pride in Helping People
Rudy Martinez migrated from Mexico in 1980. He came to the U.S. for three months to learn English. Jokingly, either the three months hasn’t passed or he is still trying to learn English. During that time, Rudy saw the potential he would have if he stayed in this great country. Rudy admired the beautiful cars in America he did not get the chance to see in Mexico. He always had the desire to have a beautiful car of his own one day. Proudly he started his career in Baton Rouge as a dishwasher for $3.15 an hour and then climbed the ladder in the restaurant business to become a general manager. In 1986 he started working as a custom tailor for the Baton Rouge area. He became known worldwide for his dedication and commitment in the custom clothing business. But Rudy never gave up his dream of one day owning his own car dealership. Rudy would sell clothes to his customers and at the same time would also sell that customer a new or pre-owned vehicle. That is when he realized he found his niche for selling cars. In 1998 Ponce Imports Inc. was born in Baker, Louisiana. In 2006 Rudy purchased his own property at 6060 Florida Blvd. in Baton Rouge, Louisiana. Rudy said it has not been easy, but with patience and hard work he saw the vision he had in helping customers in need of quality cars become a reality. Rudy decided to go in to the Buy Here-Pay Here business, and has maintained a good reputation in the industry. Ponce Imports offers a large selection of imports, with prices ranging from $7,000 to $50,000. He treats all his customers with dignity, respect, loyalty, and honesty. That treatment has been one of the keys to his success. After realizing many people had a difficult time getting approved to purchase a quality pre-owned automobile they would be happy with, Rudy decided to finance for the customer himself. Rudy believes that by spending time with the customer, and getting to know their needs and what type of automobile they like, he can put that customer in the car that fits their needs and budget. His motto is, “If you are happy with the car, you won’t have a problem paying the note.” Ponce Imports takes pride in serving their customers. Rudy also believes in giving back to his community. He presents a car each year to a mother that is in need for Mother’s Day. He feels God has given him the opportunity to be successful, and that is his way of giving back. He also would like to thank the LIADA for allowing him to represent and serve as secretary of the board for 2017. In addition, Ponce Imports is a member of the BBB Association and Rudy is a member of the Hispanic chamber of commerce.
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Hiring the right individual for a service advisor position will yield lasting benefits, including an increase in repair order count, CSI and owner retention.
MANAGEMENT MATTERS BY ADAM ROBINSON
HIRING THE MOST IMPORTANT SALES ROLE Service Advisors There is no question a successful dealership has both skilled technicians and knowledgeable salespeople to maintain profit margins. But an oft-overlooked – and equally (or arguably even more) important – component is the service advisor. When people take their cars to a dealership, the service advisor is the first face they see. The service advisor quarterbacks the entire service experience and serves as the critical link between the customer and the work. This dynamic means service advisors have a heavy influence on customer experience, which can either keep them coming back or drive them away. While a basic understanding of how cars work is essential to helping the customer navigate their needs, communication skills are even more crucial in ensuring the customer has a positive experience and feels confident about the work and service your dealership provides. Critical conversations between the advisor and customer include such topics as explaining invoices, deciphering warranty coverage, explaining necessary or suggested additional repairs and providing the customer with updates on the progress of the work. All these conversations require someone with good people skills as well as excellent car skills. Here are key elements I recommend to identify quality service advisor candidates and how to hire them.
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Recognize the Traits of a Solid Service Advisor As mentioned above, a service advisor is the first face your customer sees and the person with whom they communicate the most, if not exclusively, throughout their service experience. A good service advisor should possess the following traits: • Mechanical knowledge and ability to articulate. Because the service advisor is the one to communicate with the customer from start to finish, it is important they understand the industry enough to be able to answer questions, suggest options and explain the process to a customer who may otherwise be unfamiliar with the work needed. Additionally, the service advisor should be able to relay the information without overusing technical jargon, making it simple for every customer to follow and understand. • People skills. The service advisor should have the ability to read and adapt to different customers’ communication preferences: some like a plethora of details while others prefer to be in and out. The service advisor must also possess good listening skills to clearly understand what the customer needs or wants and be able to relay that information correctly to the technicians doing the work. • Integrity. In addition to communicating information between customers and technicians, service advisors have a responsibility to provide the client with accurate information that is in their best interest, instead of using every interaction as an opportunity to upsell extra work. A service advisor with honesty and integrity will quickly earn the confidence of your customers, ensuring they look to your dealership as a trusted place of business, returning for additional needs and sending friends and family your way. Also, a good service advisor will provide updates or call customers back in a timely fashion, keeping them looped in every step of the way.
Things to Consider When Hiring a Solid Service Advisor Now that you know what to look for in a service advisor, there are some factors to keep in mind when you’re considering hiring one. For starters, consider how your dealership and employment brand will appeal to women candidates. Half of your customers are women, so having at least one female service advisor on staff will help you better connect with that demographic. Consider advertising the job with a title other than “service advisor,” so as to appeal to a larger number of applicants. Alternate titles can include customer service representative, service secretary or customer service associate. While technical knowledge is beneficial, you might consider advertising the position with “no experience required” to welcome applicants who have all the other necessary skills without potential bad habits that will require much more aggressive retraining to break. Lastly, consider the number of service advisors your dealership needs to meet demand and give your customers the full attention and service required. Benefits of a Solid Service Advisor Hiring the right individual for a service advisor position will yield lasting benefits, including an increase in repair order count, CSI and owner retention. It will also increase your technicians’ productivity, resulting in a boost of customer loyalty. A service advisor typically touches a customer five times more than a sales person, making proper candidates for this position a crucial component for your dealership’s success. Preparing for 2017 means staffing up with skilled service advisors who can create a lasting, positive impact. Adam Robinson is the co-founder and CEO of Hireology and a noted recruiting industry expert, speaker, and author with over 20 years of experience in the field of hiring and selection management. This article originally appeared on NCM’s Up to Speed blog (blog.ncminstitute.com) and is reprinted with permission.
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REGULATORY UPDATE BY AUTOMOTIVE NEWS
U.S. PROPOSES V2V MANDATE TO AVERT CRASHES Technology has Significant Safety Potential
U.S. auto safety regulators proposed requiring all new vehicles to be equipped with vehicle-to-vehicle communication systems, citing the technology’s significant potential to reduce crashes. The proposed mandate, recently released by the Department of Transportation, would require all new cars and light trucks to have dedicated short-range communication systems that transmit and receive basic messages about the vehicles’ speed, location, braking and other data. DSRC systems allow cars to “talk” to other vehicles on the road and to infrastructure equipped with the systems, allowing drivers to “see” around corners and be warned of a potential crash. “This technology has enormous safety potential to prevent hundreds of thousands of crashes and save lives,” transportation
secretary Anthony Foxx said. Under the proposal, automakers would be required to equip half of all new cars with the technology two years after the National Highway Traffic Safety Administration issues a final rule. Full penetration would be required within four years after the rule is final. U.S. officials have said the technology could potentially reduce non-impaired traffic crashes by 80 percent once fully deployed. Regulators signaled their intent to mandate V2V systems in August 2014. Under this most recent proposal, the DSRC systems would be required to use a common set of communications protocols to ensure all vehicles “speak the same language,” the DOT said. The proposal also contemplates the technology working alongside crash avoidance technologies like automatic emergency braking to help prevent collisions. The proposed rule also has privacy and security requirements, including 128-bit encryption on vehicle data transmissions. In addition, the department said it plans to soon issue guidance on vehicle-toinfrastructure communications. Saving Lives Last year, there were 6.3 million U.S.
LIADA AUCTION MEMBERS
ABC Baton Rouge
Manheim New Orleans
Insurance Auto Auction
Mid-South Auction
Louisiana’s 1st Choice Auction
Mike McTurner Dealers
18310 Woodscale Road Hammond, LA 70401 985-345-3302 Phone 985-343-5735 Fax www.lafcaa.com Sale Tuesday at 9 a.m.
136 Gregory Drive Monroe, LA 71202 318-343-8200 Phone 318-343-8259 Fax www.dealersautoauction monroe.com Sale Tuesday at 10 a.m.
Long Beach Auto Auction
Lake Charles Auto Auction
Bayou State Auctions, LLC 134 ½ Galbert Rd Lafayette, LA 70506
8494 County Farm Road Long Beach, MS 39560 228-452-2030 Phone 228-452-9588 Fax www.lbautoauction.com Sale Wednesday at 1:30 p.m.
Brown’s Auction Co.
Manheim Lafayette
Oak View Auto Auction
7666 Greenwood Road Shreveport, LA 71119 318-938-4400 Phone 318-938-7623 Fax www.adesa.com Sale Wednesday at 9 a.m.
Alexandria Auto Auction 515 N 3rd Street Alexandria, LA 71301 318-484-9672 Phone 318-484-9699 Fax www.alexandriaauction.com Sale Tuesday at 5:30 p.m.
America’s Auto Auction - Houston
1826 Almeda Genoa Rd. Houston, TX 77047 281-819-3600
6249 Hwy 190 Eunice, La 70535 Phone: 337-457-4919 www.brownsauction.com Sale is quarterly (call for more information).
Copart
21595 Greenwell Springs Rd. Greenwell Springs, LA 70739 225-261-0102
OPEN ROAD February/March 2017
Reuters contributed to this report.
Greater Shreveport-Bossier
3960 Blount Road Baton Rouge, La 70807 225 778 3737 www.auctionbroadcasting.com Sale Thursday
ADESA Shreveport
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vehicle crashes. In October, NHTSA said U.S. traffic deaths jumped 10.4 percent in the first six months of 2016. The jump followed a spike in 2015, when road deaths rose 7.2 percent to 35,092, the highest full-year increase since 1966. The rule would not require vehicles currently on U.S. roads to be retrofitted with the technology. Foxx said owners couldn’t turn off the technology but could turn off warnings. The Alliance of Automobile Manufacturers, a trade group representing General Motors, Toyota Motor Corp., Volkswagen AG and other major automakers, noted the system is already being tested. The group said it would study the proposal. Automakers are pushing to ensure that a portion of the spectrum reserved for connected vehicles is not used by other companies for other wireless device use. The U.S. Federal Communication Commission has begun testing potential sharing options. Separately, the Federal Highway Administration plans to issue guidance for vehicle-to-infrastructure communications, which will help planners allow vehicles to “talk” to roadway infrastructure such as traffic lights.
1315 Grimmett Drive Shreveport, LA 71107 318-221-3362 Phone 318-221-3372 Fax www.gsbautoauction.com Sale Wednesday at 1 p.m.
29000 Frost Road Livingston, LA 70754 225-686-9197 Phone 225-686-8197 Fax www.iaai.com Sale Monday at 9 a.m.
1611 St. Mary Street Scott, LA 70583 1-337-237-5620 Phone Sale Thursday at 10:00 a.m.
Manheim Mississippi 7510 U S Highway 49 Hattiesburg, MS 39402 601-268-7550 Phone 601-579-7202 Fax www.manheim.com Sale Thursday at 9 a.m.
61077 St. Tammany Slidell, LA 70460 985-643-2061 Phone 985-643-2122 Fax www.manheim.com Sale Wednesday at 9 a.m. 1657 Old Whitfield Road Jackson/Pearl, MS 39208 601-956-2700 Phone 601-956-5603 Fax www.midsouthaa.com Sale Tuesday at 9 a.m.
2435 E Broad Street Lake Charles, LA 70601 337-433-8664 Phone 337-436-7197 Fax www.pedersenandpedersen.com Sale Wednesday at 5:30 p.m. 13451 Florida Blvd Baton Rouge, LA 70815 225-272-5139 Phone 225-272-5314 Fax www.oakviewautoauction.com Sale Friday at 10 a.m.
Z66 Auto Auction
66 N Mingo Tulsa, OK 74116 Phone: 918-794-0660 www.z66aa.com Sale Friday’s at 11:30 a.m.
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February/March 2017 OPEN ROAD
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LIADA DEALER SERVICE PROVIDERS DEALER SUPPLIES / FORMS ADVERTISING My Dealer Supply Company Auto Sweet Eric Stroderd Christopher Lentz ericstroderd@mydealersupply.com lenny@autosweet.com 311 A West University 3240 W. Henderson Rd. Lafayette, LA 70506 Columbus OH 43220 Phone: 877-427-1238 Phone: 614-448-9089 Romano Promotions LLC ATTORNEY Megan Romano McGlynn Glisson Mouton megan@romanopromo.com Attorney at Law 42062 Gardens Blvd Christopher D. Glisson Hammond, LA 70403 chris@mcglynnglisson.com Phone: 985-634-8274 340 Florida St. DETAILING Baton Rouge, LA 7080 Phone: 225-344-3555 Jose Upholstery Jose Delgado Tureau & Tureau, APLC 4776 Fairfields Ave. Ralph Tureau & Steven Tureau Baton Rouge, La 70802 steven@tureaulawfirm.com Phone:225-316-4575 12320 Hwy 44 Suite 3C Gonzales, LA 70737 M M Topshelf Detailing & Recon Phone: 225-647-8529 Lonnie McCauley Fax: 225 647-8530 lmccauley@eatel.net 4452 Jeffery Dr. AUTO PARTS Baton Rouge, LA 70816 ABC Auto Parts Phone: 225-603-4600 Larry Pyle Fax: 225-622-5994s dereck@abcauto.com FINANCES P.O. Box 3627 Longview, TX 75606 American Credit Acceptance Phone: 903-232-3060 Rachel Swain callie.kwiatt@acacceptance.com AutoZone Phone: 864-308-4380 Derlyn Odom 961 E. Main St. deryln.odom@autozone.com Spartanburg, SC 29302 6517 airline why Metairie LA, 70003 AppOne 228-990-5669 Penny Bearb 6815 Saukview Dr. Pull A Part St. Cloud, MN 56303 Toby Thompson pbearb@appone.net Baton Rouge, LA 70814 www.appone.net Phone: 225-247-9160 Phone: 877-277-6631 x1228109 BODY SHOP Automotive Finance Company Custom Colors 11221 Cedar Park Ave. Pete McKnight--Billy Rapp Baton Rouge, LA 70809 customautocolors@gmail.com Julie@teamhonda.com 11550 Cloverland Ave. www.automotivefinancecompany.com Baton Rouge, LA 70809 Phone: 225-293-6488 Phone: 225-752-5947 Center Street Finance, LP Fax: 225-752-5940 200 N. Mesquite, Suite 202 BUSINESS SERVICES Arlington, TX 76011 Davenport Business Services LLC Phone: 682-777-2002 Fax: 817-887-4976 David Davenport david@davenportbusinessservices.com Central Credit Inc. 14 Concord Place Charles E. Spedale Gulfport, MS 39507 skebdees@yahoo.com Phone: 228-547-9219 4303 Plank Rd. Baton Rouge, LA 70805 CONSULTING Phone: 225-356-4656 DealerDynamix Fax: 225-356-4656 Joseph Ventura First Consumers Financial, LLC jventura@dealer-dynamix.com Bob Chedville 6671 W Indiantown Rd. bob@fcfcarloan.com Jupiter, FL. 33458 14580 Florida Blvd. Phone: 866-970-8929 Baton Rouge, LA 70819 CREDIT CARD SERVICES Phone: 225-272-9009 Applied Merchant Nationwide Acceptance Jeff Gallo Martin Less jgallo@appliedmerchant.com mless@nac-loans.com 26775 Malibu Hills Rd. 3435 N Cicero Ave. Calabasas, CA 91301 Chicago IL 60641 Phone: 800-236-2179 Phone: 800-622-7605 DEALERSHIP MAINTENANCE
Integrity Audio Visual LLC Steve Clay steve@integrity-av.com 39089 South Angelle Court Gonzales, LA 70737 Phone: 225-235-1528 D EALER MANAGEMENT SYSTEMS
Dealer Market Exchange Holly Jonsson holly@dmx.io B5 Calle Tabonuco Guaynabo PR 968 Phone: 970-749-0851 Frazer Computing Inc. help@frazer.com P.O. Box 569 Canton, NY 13617 Phone: 1-888-963-5369 Fax: 1-888-963-3366
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Preferred Loans LLC Shana Quick preferloans@eatel.net 12241 Roddy Rd. Gonzales, LA 70737 Phone: 225-644-0304 Fax: 225-644-6862 Westlake Financial Services Rob Wilson 4751 Wilshire Blvd, Suite 100 Los Angeles, CA 90010 dealers@westlakefinancial.com www.westlakefinancial.com Phone: 888-8YES-YES
OPEN ROAD February/March 2017
FLOOR PLAN
AFC Tim Ormiston 1610 A St. Mary St. Scott, La. 70583 timothy.ormiston@autofinance.com www.Afcdealer.com Phone: 337-593-8992 AFC Michael Meyers Michael.Meyers@autofinance.com 18310 Woodscale Rd. Hammond La. 70401 Phone: 877-739-0218 Automotive Finance Corporation Cassie Lasley 106 Village St. Suite 1 Slidell, La 70458 Office: 985-288-6431 Cell: 504-235-4264 Cassie.Lasley@AutoFinance.com www.AFCDealer.com CarBucks Floor Plan Brandon Ziebarth www.usecarbucks.com 381 Halton Road Greenville, SC 29607 Phone: 225-819-6747 NextGear Capital Stuart LaBauve slabauve@nextgearcapital.com Phone: 225-620-1660 Fax: 866-550-8694 GLASS/WINDSHIELD
Babin’s Auto Glass Inc. Brent Babin babinsautoglass@eatel.net 13283 Airline Hwy. Gonzales, La 70737 Phone: 225-647-1369
S. Brown Associates 150 River Rd. M3 Montville, NJ Phone: 973-270-2270 Safe Lily Insurance Agency Laquica Fisher lfisher@safelilyins.com 720 Burnside Ave. Gonzales, LA 70737 Phone: 225-450-2009 US Agencies Low Cost Insurance Sharon Miller Sharon.Miller@confiegroup.com 440 Third St. Baton Rouge, LA 70802 Phone: 225-615-0957 Fax: 225-987-5144 US Agencies Low Cost Insurance Kenneth Champagne kchampagne@usagencies.com 440 Third St. Baton Rouge, LA 70802 Phone: 225-408-8492 Fax: 225-987-5144 MARKETING
Cars.com 75 W. Jackson Blvd. Suite 800 Chicago, IL 60604 Phone: 312-601-5188 Interactive Financial Marketing Group Travis Weisleder dealerinfo@interactivefmg.com 1509 West Main St. Richmond, VA 23220 Phone: 804-225-1880 Showroom Logic 47013 N. Morrison Blvd. Hammond LA 70401
Express OMV Brooke Barnett Phone: 225-243-6925 485 Florida Blvd. Denham Springs LA 70726 LeBlanc Auto Title Company 1116 E. Cornerview St. Gonzales, LA 70737 Phone: 225-644-4591 Fax: 225-644-8207 hopeleblanc@eatel.net TOWING & RECOVERY
Smart Tow Kevin Rembert 3045 Rosenwald Rd. Baton Rouge, LA 70807 kevinpremert@yahoo.com Phone: 225-356-3002 Fax: 225-356-3222 TRANSPORTATION
Masney Auto Transport Inc. Greg Hedges page@masney.com 831 Maguire Rd. Ocoee FL 34761 Phone: 407-877-8882 VEHICLE HISTORY
Carfax Kathy Collins kathycollins@carfax.com Phone: 703-934-2664 5860 Trinity Pkwy Centreville, VA 20120 WARRANTY
AUL Corp Shelton Green shelton@sadrinc.com 1250 Main St. Suite 300 Napa, CA 94559 PAINT TOUCHUP & INTERIOR REPAIR Phone: 504-722-8123 GPS MasterMatch Centurion Automotive Eddie Krueger Position Plus GPS Consultants eddielsufan@yahoo.com Andy Seckinger Danny Delich 1104 Pine St. Suite A aseckinger@spireon.com centurionautomotiveproducts@gmail.com Monroe LA 71207 950 Market St. Atlanta, GA Phone: 318-322-2886 Shreveport, LA 71107 Phone: 470-955-9757 563-581-7693 SECURITY SYSTEMS CTR Warranty, LLC SVR Tracking Integrity Audio Visual LLC Ken Rugg Steve Clay 319 North 3rd St. Zanita Phillips Steve@Integrity-av.com Monroe, LA 71201 Zphillips1225@gmail.com 39089 South Angel Court Phone: 318-323-6385 950 N. Market St. Gonzales, LA 70737 Shreveport, LA 71107 Ferrell Dealer Services 225-235-1528 Phone: 318-286-6297 18016 Shadow Creek Ave. Baton Rouge, LA 70816 RENTAL CAR INSURANCE & BONDS Phone: 225-978-5111 Enterprise Rental Car Affordable Insurance Solutions 3545 N 1-10 Service Rd., Ste. 101 fspruell@gmail.com Janis Fallaw Metairie, LA 70002 GCWS, LLC agentj0912@aol.com Phone: 504-454-1717 Rock Brunet 751 Hwy 51 rockbrunet@gmail.com Madison, MS 39110 RENT TO OWN 101 Shumard Dr. Phone: 601-856-9447 Seadra Inc. Lafayette LA 70508 John Garner Carmouche Insurance Inc. Phone: 337-258-2998 john@seadraonline.com 516 N. Burnside Ave GWC Warranty 10555 Lake Forrest Blvd. Gonzales, LA. James W. Hester New Orleans LA 70127 Phone: 225-647-8552 jhester@gwcwarranty.com Phone: 504-241-0211 Charles Carmouche 40 Coal St. charles@carmoucheinsurance.com Wilkes-Barre, PA 18702 TIRES Crossland Insurance Agency Phone: 225-771-9766 Cooper Tire and Rubber Company Andrew Arceri Michael Wertz Protective Solution LLC andrew@crosslandins.com mtwertz@coopertire.com Rick Cole 1101 Hwy 90 E. 820 Rivers CreekLn. rcmarketingllc@me.com New Iberia, LA 70560 Little Elm, TX 75068 4211 Sterlington Rd. Phone: 337-367-6035 Phone: 567-525-2765 Monroe, LA 71203 Dwight W. Andrus Insurance Phone: 877-697-2533 TITLE – NOTARY Bonnie Dozier PWI Dealertrack Registration bbd@andrus.com Sharon Coleman and Titling Services P.O. Box 60970 sharon@warrantys.com Processed by Auto Title Express Lafayette, LA 70598 PO Box 278 Amy Casey Phone: 337-981-7300 Orwigsburg, PA 17961 3445 Causeway Blvd Suite 103 Insurance & Bonds, LLC Phone: 800-548-1121 Metairie, LA 70002 John Sonnier 7 locations throughout Louisiana! 9131 Interline Ave. #10-B Go.dealertrack.com/LA Baton Rouge, LA 70809 Contact Sales: 888.346.3087 Jsonnier60@gmail.com Phone: 225-922-3700
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