Louisiana by NIADA

OPEN ROAD

S TAT E A F F I L I AT E

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LOUISIANA INDEPENDENT AUTOMOBILE D E A L E R S A S S O C I AT I O N D E C E M B E R 2 0 17

DEALER SPOTLIGHT

GALVEZ

MOTORCARS A Unique Approcach PAGE 08

DALLAS, TEXAS Permit No. 2079

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LOUISIANAIADA.COM

INSIDE

SAFETY WATCH

04............................................................. Building New Roads 06.........................................Improving Your “About Us” Page 08................................................................. Galvez Motorcars 10............................................................. Washington Update 14..............................................................New Profit Sources 18................................................BHPH Income Opportunities 22...........................................................Flood Damage Basics

WHAT’S NEW

SPECIAL FEATURES: DISASTER RELIEF

NIADA and Spireon recently teamed up to provide disaster relief to those directly impacted by hurricanes Harvey and Irma. Partnering with the NIADA Foundation Disaster Relief Fund, Spireon is contributing $100,000 through the end of the year to help with recovery. Spireon is also helping customers get their businesses back up and running through data on their NSpire platform. To learn more, check out the story on NIADA.tv’s Special Features channel.

ADVERTISERS INDEX

America’s AA - Baton Rouge..............................................IBC AmTrust Financial..................................................................15 Black Book...............................................................................5 DAA Dealers Auto Auction, LLC.............................................7 DealerLane.com....................................................................19 Lake Charles AA......................................................................9 LA’s 1st Choice AA...............................................................IFC Manheim................................................................................11 NextGear Capital...................................................................12 STARS GPS............................................................................13 Texas Direct Auto Auction....................................................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

Christopher Hanley • chris@niada.com PRINTING Nieman Printing

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CHRYSLER RECALLS VEHICLES TO CHECK PREVIOUS REPAIRS

Brake Booster Sheild

Chrysler is recalling 646,394 2011-2014 Dodge Durango and Jeep Grand Cherokee vehicles. The affected vehicles had brake booster shields installed under a previous recall campaign to prevent water from entering the brake booster and limiting braking ability.

This recall is to verify the brake booster shield installation was performed properly. Chrysler will notify owners, and dealers will inspect the brake booster shield, correcting the installation as necessary, free of charge. Chrysler’s number for this recall is T59.

BOARD MEMBERS PRESIDENT Robert Perry Doug Perry Wholesale Cars 311 N. 4th Street Monroe, LA robertperry2010@yahoo.com Phone: 318-343-8611

Jacob Warren Louisiana’s 1st Choice Auto Auction 18310 Woodscale Rd. Hammond, LA 70401 jacob@lafcaa.com 985-345-3302

VICE PRESIDENT Matt Pedersen Lake Charles Auto Auction 2435 E. Broad St. Lake Charles LA 70601 matt@lcautoauction.com 337-433-8664

Donald Mendoza Don’s Wholesale 6902 Johnston St. Lafayette, LA 70503 mendozadonald@yahoo.com 337-210-5000

EXECUTIVE DIRECTOR Dwayne Tambling Dwayne Tambling Auto Brokers 46001 Hwy # 22 St. Amant, LA 70774 Phone: 225-675-3675 SECRETARY Daniel Guinn Guinn Auction Company, Inc. 1635 Thibodeaux Rd. Jennings, LA 70546 daniel@guinnauctions.com 337-368-7713 TREASURER Chuck Hill Lake Charles Auto Auction 2435 E. Broad St. Lake Charles LA 70601 chuck@lcautoauction.com Phone: 337-433-8664 BOARD MEMBERS Scott Ledet Ledet’s Auto Sales PO Box 1505 Gonzales, LA 70737 scottledet@ledetsautos.com 225-644-2886

David Albritton Redline Motorcars, LLC 605 Cypress Street West Monroe, LA 71291 dcalbritton@gmail.com 318-605-3655

Kevin Reeves Dixieland Autoplex 15600 Florida Blvd. Baton Rouge, LA 70819 kevin@dixielandautoplex.com Phone: 225-248-6519 Rudy Martinez Ponce Imports, Inc. 6060 Florida Blvd. Baton Rouge LA 70806 rudymp@cox.net Phone: 225-927-4346 Ricky Donnell Best Stop Auto Sales LLC 3591 Front St. Winnsboro LA 71295 Bsas03@yahoo.com Phone: 318-435-6565

Jeff Hernandez Airline Automart Inc. 4520 Airline Hwy Baton Rouge LA 70805 airlineautomart@yahoo.com 225-357-1597

Matt Chiasson Greater Shreveport/Bossier Auto Auction 1315 Grimmett Dr. Shreveport, LA 71107 mattautoauction@att.net Phone: 318-573-5562

Scott Rabeaux Rabeaux Auto Sales 6882 Johnson St. Lafayette, LA 70593 srabeaux@yahoo.com 337-991-9100

Walter Warren Tint City Auto 1410 W. Thomas St. Hammond LA 70401 tintcity1972@yahoo.com Phone: 985-969-0940

Eric Stroderd My Dealer Supply 850 Kaliste Saloom Rd. Lafayette, LA 70508 877-427-1238

Joel Couvillion Joel’s Auto Sales 5517 Coliseum Blvd. Alexandria, LA 71303 hotbyjoel@yahoo.com Phone: 318-442-3448

December 2017 / OPEN ROAD

MANAGEMENT MATTERS

BY JUSTIN M. OSBURN

RETAIL READY Building New Roads in 2018

In the United States, millions of drivers jump in their vehicles and take to the roads each day. These drivers are from different states and backgrounds, with different levels of education. Though a diverse group, almost none just get up and decide to drive down the wrong side of the road. Why? They know this would be high risk for the safety of themselves and others. They know which side of the road to drive on and at what speed because the federal, state, and local road officials have a common vision of how traffic should flow. To prevent accidents and tragedy, drivers must receive communication from those visionaries. This communication is done primarily through driver’s education and signs. The road visionaries did not expect traffic to just “know” when to stop, when to not pass, what speed to drive, which side of the road to drive or when to exit or stop. Similarly, most workers get up every day with the intention to go to work and do the right thing. Most do not get up with malicious intent to cause chaos at their work place, or at your dealership. However, when the dealer and organizational leaders have not stepped back and thought about how they want their “roads” to function, the vision they have cannot be communicated. Leaders must decide which side of the road drivers will drive on before they can post the sign. The leaders must decide how fast people should drive for safe and efficient travel before they can post a speed limit sign. At the dealership, the senior leaders must have a vision how the business will operate before they communicate it to their team. Leaders must decide what the sales process is before they communicate such to the sales team. If the visionaries of the road system just built a road and no one took the time to decide how it would function, can you imagine what chaos traffic would present each day? Imagine no rules, no signs, no stop signs, no stop lights, no yield signs, no “no passing” zones and signs. Without an organizational vision for your operation, your business might resemble a road system with no thought or communication on how to use it. If you’re familiar with my “Gears to Profitability” dealer model, you know internal service quality precedes external service quality and the result and combination of both dictates profitability. Your responsibility as a leader is to provide short and long term vision. I find many dealers are confused what that means. Back to the roads, if you decide

OPEN ROAD / December 2017

roundabouts are safer and more efficient than traffic lights, visionaries will begin to plan the best place to put a roundabout, what the flow of traffic will be and what rules and signs will organize it best for drivers. This is a long term vision. However, if a bridge is about to fall down and requires immediate repair, or an ice storm hits and salt is needed in the dead of night, this is a short term vision to keep traffic flowing until the longer term possibilities are completed. The dealership’s overall vision sets the framework that each leader inside of the business uses to create their own vision for individual departments. Think of the department managers as state and local roadways working together in congruence with overall highway rules. Leaders take responsibility for creating and communicating a compelling vision. This is essential for leading your team to success on the lot, in service or in the office. There is no better time to create and drive a clear vision than at the beginning of the year. So what is a strong and clear vision? It is a picture of the future that is created in the imagination and catalyzes action! The compelling argument for a clear and communicated vision is to prevent organizational chaos. Each leader’s vision is critical to individual success and impact. Effective leadership focuses on doing the right things. Do you do the right things? Do you do things right? Does your team do the right things? Do they do things right? First, know and understand the vision of the organization, how the roadways work. If you are the dealer, have you communicated the vision of the business clearly? This will enable your leaders to develop their own visions within the areas they control in the business to support the overall goals of the dealership. Second, leaders must create a vision that supports and contributes to the overall vision of the organization or department. As a leader, it is not healthy to construct and distribute a vision that is not a primary effort to advance your department toward the overall vision of the business. Doing so will cause you to conflict with the business itself, resulting in friction with other leaders in the operation, conflict with other departments and confusing communication to those in your charge. Imagine you are in charge of the roadways in a small town, and you decide it

makes more sense for everyone to drive on the left side of the road. Your vision is not congruent with the overall operation’s vision and will cause chaos and tragedy. Last, communicate the organization’s vision in a way that is compelling and inspirational. Part of your responsibility is to consistently broadcast the direction of the department and the dealership to nonleaders on the team. When you are traveling in an unfamiliar, large, downtown area and using GPS to assist you, the directions for your next turn are given two miles, one mile, and half a mile in advance as well as at the time of the turn. Signs are also used, frequently, to communicate the vision – think exit signs, speed limit signs, mile markers, etc. All these communications work to support the overall operational objective. As a leader in your organization, your behaviors demonstrate your vision and impact your dealership’s success. If you tell your team to drive 65 miles per hour on the right hand side of the road, but every day you drive 85 miles per hour on the left hand side of the road, you are not offering yourself or the organization any value. How well does your vision create a shared and meaningful purpose? Does it inspire passion and interest? Does it guide decision-making and strategy? Does it convey values? Effectively communicate your vision. This allows others to decide to follow your vision. The impact is emotional commitment. The New Year brings new beginnings. The page is turning and it brings a fresh start mentally and emotionally. We step out in January and breathe in the new air while feeling anticipation of how this year will be better than the last. While most of us “feel” this reset, it fades away in a relatively short period of time. Make a long lasting effect this year. Imagine and motivate with a vision. I get great satisfaction receiving all of your emails. I’d love to hear your story on vision. Also, contact me for more information on Gears to Profitability or an NIADA 20 Group. Write me at justin@niada.com. JUSTIN OSBURN is a moderator, consultant and trainer for NIADA Dealer 20 Groups, offering more than a decade of experience in retail and Buy Here-Pay Here executive management. He can be reached at justin@niada.com.

www.louisianaiada.com

ONLINE MARKETING

BY KATHI KRUSE

TIPS TO IMPROVE YOUR “ABOUT US” PAGE Start on the Right Foot

Customers who view your “About Us” page will spend 22.5 percent more than those who don’t. And, according to Blue Acorn, those who view it are five times more likely to make a purchase. I’ve often wondered why dealers don’t put more effort into these great opportunities to bring customers closer to the store. The average “About Us” page is a boring, self-serving mix of me, me, me, and us, us, us. But this page is so vital to your business! In fact, it’s usually the first place people look before they start to take you seriously. Get it wrong and you could be turning people off without even knowing it. A Good “About Us” Page is Crucial to Digital Operations A good “About Us” page is hard to come by because they’re difficult to get right. An “About Us” page that actually converts should: • Focus on your target customers and the value they get. • Provide testimonials, social proof, and other facts that prove your value. • Be a visually appealing page with photos and videos. • Convey your personality and why people buy from you. Ah, but how to achieve these objectives can be tricky. It’s all about trust. The “About Us” page builds a relationship with customers and gains their trust. While trust is largely intangible and unable to directly account for its ability to win customers, it is the undeniable invisible force behind sales performance and retaining customers. TIPS TO IMPROVE YOUR DEALERSHIP “ABOUT US” PAGE 1. Start with simplicity and clarity. Begin with a short introduction about your store. Sum up what you do in two to three sentences, but keep the language very simple – no jargon. Tell the story of your inception. Use meaningful language to engage customers. Talk about the dealership’s core values, principles, and goals. Talk about the obstacles you’ve overcome, the things you’ve learned along the way, and anything that makes you sound like more than a machine pumping out products. 2. Stop using mug shots. I have seen my fair share of employees’ pictures on dealership websites. Who takes these photos, an off-duty cop?

OPEN ROAD / December 2017

A better alternative is to take candid shots of your team doing their job. Have them look at the camera, smile and illustrate their enthusiasm. 3. Tell a story about each team member. Interview each team member to get their heartfelt responses. Here’s what we use at Kruse Control: Hi there! We’ve put together a survey that will help us connect better with our customers and our community online. With your help, we can tell the story of our dealership. We pride ourselves on transparency and introducing you digitally will not only show how much we value your daily contributions but help you connect with our customers and community as well. Please help us by answering just a few short questions about yourself. We really appreciate your participation and we promise to make you look good! Name:___________________________________________________________________________________________ 1. What is your title and job description here at (dealership name)? __________________________________________________________________________________________________ __________________________________________________________________________________________________

2. How long have you worked at (dealership name)? __________________________________________________________________________________________________

3. What do you love the most about working for (dealership name)? __________________________________________________________________________________________________ __________________________________________________________________________________________________

4. What do you like to do when you’re not at work? __________________________________________________________________________________________________ __________________________________________________________________________________________________

5. What brought you to the automotive industry? __________________________________________________________________________________________________ __________________________________________________________________________________________________

6. What kind of car do you drive? What do you love about it? __________________________________________________________________________________________________ __________________________________________________________________________________________________

7. Do you volunteer or support any local causes in our community? If yes, please tell us about it. __________________________________________________________________________________________________ __________________________________________________________________________________________________

Thank you for answering these questions and for making our customers’ experience memorable. 4. Show examples, with links, of ways you’re participating in the community. I can’t tell you how many dealerships I’ve managed, and/or know, that spend thousands of dollars supporting local community causes. What I don’t see very often is evidence of that on their websites! It’s not self-serving to emphasize your good works. If a team member has answered “yes” to #7 of the questionnaire, make sure to illustrate how they’re giving back. 5. Include testimonials and social proof. A good “About Us” page always needs to have some mention of past successes, achievements, social proof, etc. Include a testimonial from one of your satisfied customers. Pick one that combines a compelling story with real examples of how your company met his or her satisfactions. Video is very powerful. Film customers or your employees and pick people who are engaging and feel comfortable in front of the camera. Putting it All Together How does your “About Us” page measure up? If the answer is “not so much,” let me know and I’ll help you improve it. 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. She can be reached at kathi@krusecontrolinc.com.

www.louisianaiada.com

Tuesday at 9:00am 877.232.0259

Wednesday at 2:00pm 615.217.2848

Thursday at 9:00am 423.499.0015

Thursday at 9:00am 901.480.4250

Thursday at 9:30am 251.348.8855

DEALER SPOTLIGHT

GALVEZ MOTORCARS A Unique Approach Galvez Motorcars owner Greg Albarracin’s background is certainly not typical for someone in the retail automobile industry. Shortly after graduating high school, in 1988, Greg joined the Air Force, where he served honorably for four years as a combat medic and aerospace technician. He started Galvez Motorcars in 2000, selling vehicles part-time while working a full-time job as a civilian for the federal government. In May 2001, a prime tract of real estate became available in Gonzales. Greg decided to seize the opportunity to go full-time in the car business and established Galvez Motorcars at 14023 Airline Hwy in Gonzales, Louisiana. Being at the same location for over 16 years has proven to be very good for business at Galvez Motorcars. “A large amount of sales are repeat customers and referrals,” said Greg. “Parents who brought their children to my business in strollers 15 years ago are now bringing those same kids back to purchase their first vehicle. That is an exciting and rewarding experience! Also, I feel being at the same location for so long builds confidence in the consumer that Galvez Motorcars is here for the long term.” As another confidence-builder, every customer’s picture with their new vehicle is proudly displayed in the office as wallpaper. Greg said he decided to take a photo of his first customer as a keepsake and he simply never stopped asking his customers to take a picture with their vehicle. He eventually turned them into wallpaper, which covers most the office and provides a very unique experience when you walk through the door. Perhaps the most unique aspect of Galvez Motorcars is that there are no salespeople, and actually no employees at all. Greg has chosen to take the non-traditional approach of contracting all services. He personally handles all of the buying, selling, and paperwork. Greg said, “All mechanical repairs are accomplished by a local mechanic shop I have used for 16 years. My detail guy has his own mobile business, and only comes when vehicles arrive. My reconditioning vendors have their own established businesses respectively, and are used on an ‘as needed’ basis. I have no one on the payroll, which makes operations much smoother and simpler.” Galvez Motorcars remains very appreciative of the support displayed by Ascension Parish, the Greater Baton Rouge area, and surrounding communities. Greg’s philanthropic activities include regular contributions to local school organizations, Our Lady of the Lake Children’s Miracle

OPEN ROAD / December 2017

Network, and The Sunshine Foundation. A few years ago, Galvez Motorcars teamed up with a local church to provide a van for a mother in need of transportation to drive her special needs child to Charity Hospital for regular treatments. Plans are in motion for a similar contribution in the near future. When asked about his business plan, Greg replied, “I can honestly say I have never had a structured business plan. I probably should think more in those terms, but I am simply not wired that way. When it comes to my business relationships, I apply the same basic life philosophy instilled in me by my parents at a very young age: Treat every single person with honesty, kindness, and the respect they deserve.”

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WASHINGTON UPDATE

BY SHAUN PETERSEN

NIADA GOVERNMENT UPDATE Latest Government Issues and Activity

NIADA is your voice in Washington D.C., advocating for independent dealers, the used vehicle industry and small business. Here’s a look at the latest news and NIADA efforts regarding legislative, regulatory, PAC and grass roots activities. LEGISLATIVE On Oct. 27, NIADA hosted “Used Car Buying 101,” an event for staff members of the House Automotive Caucus on Capitol Hill to educate the staffers and the members of Congress they represent about the process of purchasing a used car. The event was conducted by NIADA president-elect Andy Gabler of Lakeside

Among the Congressional offices represented were those of Rep. Mike Kelly (R-Pa.) and Marcy Kaptur (D-Ohio), co-chairs of the Auto Caucus; Rep. Kevin Brady (R-Texas), chairman of the Ways and Means Committee; and Rep. Bill Shuster (R-Pa.), chairman of the Transportation and Infrastructure Committee. REGULATORY The U.S. Congress, using its power under the Congressional Review Act, has struck down the Consumer Financial Protection Bureau’s controversial Arbitration Rule. In a dramatic late-night session on Oct. 24, the Senate approved the resolution to overturn the rule, which would have banned auto dealers and other businesses from using arbitration agreements with class-action waivers. The vote was split 50 votes each way before Vice President Mike Pence cast the tie-breaking vote. President Trump signed the resolution into law, officially

From left, Michael Darrow, Andy Gabler, Shaun Petersen and Rob Kerner explained to House Auto Caucus staffers the regulatory burdens faced by dealers and consumers in the car-buying process. Auto Group in Erie, Pa., Lakeside Auto finance manager Rob Kerner, NIADA legislative committee member Michael Darrow of The Auto Finders in Durham, N.C., and myself. They provided a demonstration of the customer and dealer experience in buying and financing a car, including all of the paperwork required in each deal. Kerner and the dealers picked a staffer from the audience to be the customer and walked the group through the entire used car buying process, explaining all the forms that need to be signed, what they’re for and why they’re required, the relevancy of credit scores, voluntary protection products offered and the various regulatory obligations that must be fulfilled, such as privacy notices. The NIADA contingent encouraged the “buyer” and audience to ask questions as they went through the deal and explained the process.

OPEN ROAD / December 2017

repealing the Arbitration Rule. The House had voted to repeal the rule in July. According to the Congressional Review Act, no rule substantially similar to the one repealed can be issued without specific legislative authorization from Congress. The repeal is a victory for small businesses, which would have had to absorb the higher cost of litigation versus arbitration, and for NIADA, which actively advocated for overturning the rule and made it a point of emphasis at the National Policy Conference in September. It’s also a win for consumers, who according to the CFPB’s own study recover on average far greater payouts in far less time from arbitration than from class-action lawsuits. “This rule was nothing more than a boon to class-action lawyers levied on

the backs of America’s hard-working consumers,” NIADA CEO Steve Jordan said. “Arbitration has proven to be a faster, less expensive and more effective means of resolving consumer disputes than class-action lawsuits.” GRASS ROOTS A delegation representing NIADA, Illinois IADA and the used vehicle industry met with staff of Illinois Gov. Bruce Rauner on Oct. 11 at the governor’s office in Chicago to educate the governor and his staff on the use of GPS and starter-interrupt devices and their importance to Illinois dealers. For several years, State Sen. Steve Stadelman and the Illinois attorney general’s office have introduced legislation that would place undue regulatory burdens on the use of the devices. Illinois dealers, with help from NIADA and representatives of the payment assurance industry, have so far been successful in preventing harmful legislation, but as that type of legislative action is becoming more widespread nationwide, the dealers felt it was time to reach out to the governor so he and his staff could help. IIADA executive director Bruce Eklund, dealers Gordon Tormohlen and Steve Taylor, Ariad Sommer of Ituran GPS and I discussed the issues involved with staff representatives, who asked questions that indicated they had done their homework on the subject. The dealers presented GPS-related information as well as information about Illinois’ dealer education curriculum and a report showing the economic impact of auto dealers throughout the state. The meeting went longer than scheduled and we came away feeling the governor’s staff is open to helping the state’s independent dealers. PAC Thanks to generous contributions from 135 NIADA members, the NIADA Political Action Committee is wrapping up a record year for fundraising. At press time, nearly $200,000 had been raised for the NIADA-PAC Fund in 2017, bolstering its coffers and putting the association in a strong position to make the voice of the independent dealer heard in the upcoming 2018 midterm House and Senate elections. In all this year, the PAC distributed more than $135,000 to 15 campaign committees representing candidates committed to supporting small business, independent dealers and the used vehicle industry. SHAUN PETERSEN is NIADA’s senior vice president of legal and government affairs.

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ONLINE MARKETING

BY ALEX GERTSBURG

WHAT TO DO WHEN A CUSTOMER SLAMS YOU ONLINE Combatting Negative Reviews the Right Way

Studies have shown 90 percent of customers report their buying decisions are influenced by online reviews. If you’ve had the displeasure of stumbling upon a negative online review about your business, it probably felt like a swift punch to the gut. Anger and panic set in as you wonder, “What can I do before that review damages my reputation?” You may even want to take legal action against the person who posted the inflammatory remark, but should you? Lawsuits cost money, time and energy, so it is important to really pause and think before deciding to pour your resources into suing over a negative online review. Keep in mind that customers are allowed to complain! Customers are free to post their opinions. A customer crosses the line, however, if he or she makes a false statement of fact, which can be proven or disproven. If the customer has made a false statement of fact, then you may be able to sue for defamation or libel. You would bear the burden of disproving the customer’s statement, and you must be able to show how your business was actually damaged by the statement. Also, many online review sites enjoy immunity, which protects them against defamation claims. This means a case against the review site will most likely be unsuccessful, even if you have a good case against the reviewer. However, review sites may still be liable in some cases. If, for example, the review sites edit the customer’s review before publishing it so it can be read defamatorily, they may be liable. Even if your business prevails in a lawsuit over a bad online review, the overall consequences may be more detrimental to your business than the poor review itself. Media coverage alleging your company provided bad service and sued to remove a customer’s negative online review is a red flag to consumers. Also, such litigation may attract habitual users of online review websites to continuously target your business whether or not they have used your services. Businesses have also reported receiving several additional poor ratings initially following a lawsuit. Keeping in mind possible negative consequences of suing, consider these alternatives to help minimize the damage of a negative review.

OPEN ROAD / December 2017

Keep them happy. Make every effort to prevent customers from getting frustrated to the point of writing a bad review. Like all dedicated business owners, you demand excellence from yourself and your business, and that goes a long way to ensure customers are happy. Understand though that there will always be those nightmare customers who will never be satisfied, despite your efforts. Keep your cool. Responding with anger won’t help your business or the dissatisfied customer. You can turn a negative review into a positive opportunity for your business by addressing the complaint professionally and diplomatically. Think about your policies and practices for face-to-face interactions with customers, and apply those same strategies to your online response. Write a private response. Evaluate the merits of the customer’s complaint and determine what can be done to address their issue. By choosing to first address the customer privately, your business can avoid a public debate. The customer will also be more likely to remove the negative review on his own if he feels he has been respected and taken seriously in a private message. If the customer does not take down the review, you might want to respond publicly. If the issue was successfully resolved, but the customer did not change or delete the review, you may want to simply respond that you were glad to successfully address the concern. When appropriate, you could also go further and include the steps the business took to correct the situation. If the customer remains unsatisfied, yet you believe the claims made in the review are inaccurate, now may be your chance to correct the facts while not getting into specific inaccuracies. Once again, be cautious of starting a battle. It might be helpful to have a neutral third-party review your response before you post it – a friend, an uninvolved co-worker, or even your attorney. Encourage positive reviews. Encourage customers with positive experiences to share those online. This will help soften the blow from any negative reviews that may exist. Many times customers are willing to post a review, but are just not aware of the opportunity, or do not take the initiative to do so on their own. Most businesses have a large pool of happy and loyal customers. If none of the above works, or if you need to assess your litigation options, speak to an attorney. Defamation is actionable, and even if online statements are not obviously defamatory, an attorney may be able to work with the review site or the customer to have the statement removed regardless. ALEX GERTSBURG is CEO of The Gertsburg Law Firm, located in Chagrin Falls, Ohio. For more information on this topic, contact The Gertsburg Law Firm at 440-571-7770 or by email at info@gertsburglaw.com.

www.louisianaiada.com

AUCTION NEWS

LOUISIANA’S 1ST CHOICE MANAGER BECOMES CAR CERTIFIED Mike McCollum Completes Certification

Louisiana’s 1st Choice Auto Auction recently announced fleet lease manager Mike McCollum is now CAR certified by IARA. International Automotive Remarketers Alliance has created an education program over the last 10 years to expand overall knowledge of the remarketing industry. A Certified Automotive Remarketer understands all aspects of automotive remarketing, including remarketing channels, pre-sale activities, actual sale activities, post-sale activities, legal/ethics, and terminology. Mike completed his certification testing in one year by studying and passing exams in the midst of networking at industry conferences. He joins an elite group of industry professionals as the 140th person certified by IARA. In addition to this certification, Mike has completed the NAAA Condition Report Writing/ Structural Damage Policy training and the NAAA Leadership Institute training. Louisiana’s 1st Choice Auto Auction managing partner John Poteet said, “I want to congratulate Mike on his recent accomplishment and certification. We believe that education and training of our employees is integral to our success as an auction. The CAR certification indicates to our institutional clients how serious we are about protecting their investments and ensuring the highest standards in our industry are applied to everything we do. Mike exemplifies the professional approach we take to everything we do at Louisiana’s 1st Choice Auto Auction.” Mike has been a member of the 1st Choice team for 11 years, working in a variety of roles including vehicle registration specialist, vehicle registration manager, marketing specialist, e-business coordinator, and now fleet lease manager. His ongoing industry training makes him an invaluable asset to the auction and its institutional customers. Mike asserts his certification has broadened his understanding of the remarketing process, for both the auction and customer perspective. This will ensure a higher level of service to the institutional customers who partner with Louisiana’s 1st Choice Auto Auction for their remarketing needs. The auction congratulates Mike on earning this mark of distinction as a Certified Automotive Remarketer.

www.louisianaiada.com

Independently owned and operated, Louisiana’s 1st Choice Auto Auction is located in Hammond, Louisiana. Led by managing partner John Poteet, the team of auction professionals serves the entire Gulf Coast Region and a national online buying base. Dealers gather every Tuesday at 8:30 a.m. in six lanes and online to bid on a consignment of over 700 vehicles, including vehicles from ARI, Consumer Portfolio Services, United Auto Credit Corporation, PAR North America, Hancock Bank, Crescent Bank, First Investors Financial Services, Prestige Financial, and a wide

variety of dealer trades. Auction inventory is included on Edge Pipeline, where customers may view detailed condition reports, market report information and participate in online sales. They are also an OVE Signature Auction with a dedicated online sales team. Louisiana’s 1st Choice Auto Auction is a member of the National Auto Auction Association, Independent Auction Group, and ServNet. They are represented by TPC Management.

December 2017 / OPEN ROAD

MARKET WATCH

FLOOD CARS IN THE U.S. JUMP 20 PERCENT Reminder and Offer from Carfax

New research from Carfax suggests drivers may be behind the wheel of more than 325,000 previously flooded vehicles. That number is a 20 percent increase from 2016 and a stark reminder for consumers to do their due diligence when used car shopping. Vehicles reported as flood damaged by a state’s Department of Motor Vehicles, insurance companies and more have washed up in every state. These 10 states have the most:

1. Texas – 51,000 2. Louisiana – 29,000 3. Pennsylvania – 20,000 4. Florida – 19,000 5. Kentucky – 16,000 6. Illinois – 15,000 7. South Carolina – 13,000 8. Virginia – 13,000 9. North Carolina – 13,000 10. Michigan – 11,000

LOCALIZED FLOODED VEHICLE STATISTICS ARE AVAILABLE UPON REQUEST. AN INFOGRAPHIC ALSO IS AVAILABLE FOR USE AT WWW.CARFAX.COM/PRESS/RESOURCES/FLOODED-CARS.

“I bought a car last year and the seller never told us anything about it being a flood car,” said Pennsylvania resident Charlene Geiger. “When we got home and ran a Carfax, there it was – a flood car from Hurricane Sandy. It showed the seller bought it as a salvage car and the title was washed when he brought it to Pennsylvania. We lost $16,000 over all of it.” In addition to the current total, several hundred thousand more flooded cars may emerge from hurricanes Harvey and Irma. Historically, about half the vehicles damaged by floods end up back on the market. Flooded cars rot from the inside out as water corrodes the mechanical parts, shorts the electrical system and compromises safety features like airbags and anti-lock brakes. Health concerns are an added problem, as mold and bacteria permeate the soft parts of the car.

“Our data shows there’s still much work to be done in helping consumers avoid buying flood damaged cars,” said Carfax president Dick Raines. “They can, and do, show up all over the country, whether it be a few miles or hundreds of miles from where the flooding occurred. With two devastating storms already this year, it’s vital for used car buyers everywhere to protect themselves from flooded cars that may wind up for sale. Start with a thorough test drive, a vehicle history report and a mechanic’s inspection before buying any used car.” In the wake of hurricanes Harvey and Irma, Carfax is letting consumers check for flood damage free of charge at carfax.com/ flood. Localized flooded vehicle statistics are available upon request. An infographic also is available for use at www.carfax.com/ press/resources/flooded-cars.

ACCELERATE

BY GWC WARRANTY

5 NEW PROFIT SOURCES YOU CAN START TOMORROW Small Changes Can Give You a Big Boost

At a certain point, every business – even the best ones – can go stale. Numbers are good, customers are happy, but there’s always the lingering thought of “could it be better?” Oftentimes, the answer to this question can lie in the little things – small changes you can make quickly that give you the boost you’re looking for. Trying new things can be difficult and sometimes uncomfortable, which is why it’s important to start small. Giving a new approach, product or service a shot could be the first step you take toward major changes that greatly benefit you and your dealership. With that in mind, let’s take a look at five of these “first steps” you can easily integrate into your dealership. Try a New Product Your vehicle service contract approach might be spot on. Your penetration rates

OPEN ROAD / December 2017

are high and you know just what to say to get a customer on board with a service contract purchase. But if you’re looking for a little extra F&I profit or simple ways to better protect your customers, a new product might be just what you’re looking for. Products like GAP, Certified, Service Lane and more are good opportunities for you to apply your F&I skill set on small, but impactful new products. Try a New Strategy If your vehicle service contract presentation is lacking the effectiveness you desire, trying to attack it from another angle could help give it a breath of fresh air. Luckily for you, there are plenty of online training resources available – some at no charge – that can lay out these new approaches and processes in a simple, easy-to-implement manner. Try a New Tool Customers are more savvy than ever before, especially when it comes to technology. If they’ve spent hours researching a vehicle and landed at your lot, replicating that technology experience can help them drive away in a new vehicle. Even the F&I process can be done on tablets with apps and other useful tools your provider might offer. Try a New Follow Up Plan Do you make follow up calls? Are they

achieving what you’d like? Do they appeal to the modern-day customer we just discussed? Something like Covideo can go a long way toward ensuring your message is heard. The union of personalized video messaging and email delivers your message in a candid way via a communication tool today’s customer prefers. Try New Lead Generation Even just one phone call a day can add up when it comes to your efforts to drive new leads into your dealership. If you’re selling vehicle service contracts regularly, knowing which contracts expire when can be a good start to build your call list. For GWC Warranty Elite Dealers, we even do that check for you with our Elite Lead Generator. You can also set reminders for when service contracts expire so you know when to call a customer who might be in the market for a new vehicle or another VSC. By giving one of these simple new tools or tactics a try, you’re taking an important first step toward making small changes that have the potential to make a big impact. And once you’ve perfected one, don’t be afraid to try another. The best dealerships are constantly improving, which most times means making small changes along the way that add up to major profits over time.

www.louisianaiada.com

ACCELERATE

BY GWC WARRANTY

WHY CUSTOMERS REFUSE A VEHICLE SERVICE CONTRACT Setting Yourself Up for Success

There’s a lot of blame to go around when an F&I deal falls through. You might put it on the customer who just didn’t have an open mind. Or you could point to the sales department that agreed to a deal that left little room in the customer’s budget. In the end there’s only one place to look when it comes to opportunities in vehicle service contract deals gone bad: the person sitting across from the customer. But there’s good news. It’s an easy problem to fix. Every service contract deal that doesn’t happen is an opportunity to objectively look at why the deal didn’t come to fruition. But boiling things down, there are two main reasons why customers refuse to buy a vehicle service contract: they think they can’t afford it or they don’t see the need right now.

Focus on key words in each of these objections: Customers think they can’t afford them, and they don’t see the need right now. What’s positive here is the person sitting across the desk from the customer in the F&I office has control over both of these lines of thinking. All it takes is a few questions for you to show the customer what they really can’t afford is a major repair bill and while the vehicle is in great shape now, there are realities with used cars they should prepare for. Almost every customer will object to paying more for a VSC. The key here is getting to the bottom why. Often, it’s a simple misunderstanding of what common repairs cost. Always ask price-conscious customers what they think a major repair costs. Regardless of their answer, you have an opportunity to position the value of a service contract. If their response is too low, you can show past repair orders and ground the customer in the reality of these costs. If the response is on point or on the higher end, you can focus on how such a repair impacts a monthly budget while asking the customer if that repair fits within their monthly expenses. When customers don’t see the need for a service contract, it’s usually due to

confidence they have in the vehicle they’re buying. Most car buyers expect to be purchasing a vehicle in good working order. So why would they need protection on repairs? The reality here, especially with used vehicles, is that components are more likely to break down as they age. Ask a customer about their level of understanding of factory warranties, if the vehicle still qualifies. Here is your opportunity to showcase that factory coverage covers many parts least likely to fail. But a service contract covers many of the components likely to break down with wear and tear. Just like your grandparents visit the doctor more often, used vehicles will visit the shop for smaller issues more often as they age, so it’s important to be prepared for this fact. Getting to the root of why your customer is refusing a service contract is where your opportunities reside. Most of the time, customers are excited to drive off in their new car or they simply don’t understand many of the intricacies of owning a vehicle and what it costs. Take this opportunity to act as a consultant. Ask the right questions and be prepared with the answers, and you’ll set yourself up for more success in the F&I office.

AUCTION NEWS

GREATER SHREVEPORT BOSSIER AUTO AUCTION EXPANDS New State of the Art Location Greater Shreveport Bossier Auto Auction’s managing partner Steve Chiasson, along with local businessman Keith Hightower, opened up a small two lane sale in downtown Shreveport in January 2007. Just over 10 years later, and now with Steve’s son Matthew aboard to assist running operations, they have recently relocated to West Shreveport to a new, fully digital, state of the art facility over five times the size of the original location! Steve, along with all the helpful staff at Greater Shreveport, want to invite all buyers and sellers, big or small, to come experience the hottest and newest auction in the Arkansas-Louisiana-Texas area.

OPEN ROAD / December 2017

The auction offers four lanes and now online bidding through Edge Pipeline and Velocicast. Come see the friendly staff of Greater Shreveport Bossier Auto Auction. We want to earn your business “one sale at a time.” Greater Shreveport Bossier Auto Auction is located at 8000 US Hwy 80 in Shreveport, Louisiana. For more information call 318221-3362 or email Matthew Chiasson at mattautoauction@att.net.

www.louisianaiada.com

MANAGEMENT MATTERS

BY SCOTT BATES

BHPH INCOME OPPORTUNITIES Long Term Profitability

For dealers who want to keep control of their portfolio but also increase profitability long term, they need to focus on customer longevity. To keep their customers in a vehicle longer, more BHPH dealers are offering some kind of warranty. Many more have optional service contracts available. Offering mechanical protection up front with the car sale increases the chances a customer will contact the dealer if the car breaks down. Some warranties include an option for free towing, which gets the car – and customer – back to the dealership to resolve any issues. With warranties and service contracts, of course, you need a well-run service department. The service department staff needs to focus on a good customer experience, not just keeping a car running. Staff also should understand exactly what is covered under the warranty or service contract to communicate with the customer and handle proper repairs. For example, a dealer may explain up front the customer has a full or limited warranty on any mechanical repairs for a set period of time. This option is designed to keep in contact with the customer and make small repairs to avoid bigger ones. Frequently, a broken down car equals stopped payments. Instead, the dealer offers to make repairs, eliminates this common excuse for non-payment and stays in contact with more customers. By staying in contact with customers, the dealer can offer more options to keep them happy and making payments: • Get the vehicle in and inspect it proactively/make repairs. • Provide a discount. • Add missed payments or big repairs on the end of the existing loan. • Get customers into another vehicle through refinancing. • Adjust the payment schedule to support changes in circumstances. Consider offering regular spot checks on the vehicle or letting customers upgrade to a nicer model while keeping payments the same. Extra service can sustain thousands in payments each month while reducing the need to sell as many cars per month. One of our BHPH clients recently spoke to us about outsourced bookkeeping services to free up his time to spend on repairs. He calculated time spent in service was more valuable than in the back office if it meant getting more cars back on the road and payments in the door. In this competitive environment, the industry is advocating decisions like this, focusing more on

OPEN ROAD / December 2017

customer longevity and extra service options. Dealers who free up their time from the back office or sales can focus on service and collections practices, including: • Reviewing all existing customers weekly and identifying which customers are currently behind on payments. • Contacting customers and inviting them to the dealership to talk about getting current on payments. • Offering a list of options that can support up to date payments. • Training staff on a welcoming experience that demonstrates your interest in keeping the relationship. • Monitoring payment habits and communicating as soon as there is a change. Ultimately, a customer-centric approach will help your dealership become self-

sufficient – with enough cash flow to reinvest in the dealership operations and enough efficiency to focus on attracting new customers and new revenue streams. If your vision is also to provide a valuable service to the community for people who need a car and can’t get one any other way, then a customer-centric approach is certainly the right business model. Cornwell Jackson works with BHPH dealers frequently to adopt new approaches to service, cash flow and profitability. For more information, visit www.cornwelljackson.com. SCOTT BATES, CPA, is a partner in the audit practice and leads Cornwell Jackson’s Business Services Department. Contact Scott at scott.bates@cornwelljackson.com or 972-202-8000.

www.louisianaiada.com

December 2017 / OPEN ROAD

LIADA AUCTION MEMBERS ADESA Shreveport

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 Baton Rouge

3960 Blount Road Baton Rouge, La 70807 225 778 3737 www.auctionbroadcasting.com Sale Thursday

Louisiana’s 1st Choice AA 18310 Woodscale Road Hammond, LA 70401 985-345-3302 Phone 985-343-5735 Fax www.lafcaa.com Sale Tuesday at 8:45 a.m.

Long Beach Auto Auction 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. 1611 St. Mary Street Scott, LA 70583 1-337-237-5620 Phone Sale Thursday at 10:00 a.m.

Manheim Mississippi

1826 Almeda Genoa Rd. Houston, TX 77047 281-819-3600

Bayou State Auctions, LLC

Manheim New Orleans

134 ½ Galbert Rd Lafayette, LA 70506 337-289-9191 Sale Tuesdays at 5:30pm

Brown’s Auction Co.

61077 St. Tammany Slidell, LA 70460 985-643-2061 Phone 985-643-2122 Fax www.manheim.com Sale Wednesday at 9 a.m.

6249 Hwy 190 Mid-South Auction Eunice, La 70535 1657 Old Whitfield Road Phone: 337-457-4919 Jackson/Pearl, MS 39208 www.brownsauction.com 601-956-2700 Phone Sale is quarterly (call for more 601-956-5603 Fax information). www.midsouthaa.com Sale Tuesday at 9 a.m. Greater Shreveport-Bossier 8000 Highway 80 Mike McTurner Dealers Shreveport, LA 71119 136 Gregory Drive P O Box 29590 Monroe, LA 71202 Shreveport, LA 71149 318-343-8200 Phone Phone: 318-221-3362 318-343-8259 Fax www.gsbautoauction.com www.dealersautoauction Sale Wednesday at 1:00 p.m. monroe.com Sale Tuesday at 10 a.m. Insurance Auto Auction 29000 Frost Road Oak View Auto Auction Livingston, LA 70754 13451 Florida Blvd 225-686-9197 Phone Baton Rouge, LA 70815 225-686-8197 Fax 225-272-5139 Phone www.iaai.com 225-272-5314 Fax Sale Monday at 9 a.m. www.oakviewautoauction.com Sale Friday at 10 a.m. Lake Charles Auto Auction 2435 E Broad Street Z66 Auto Auction Lake Charles, LA 70601 66 N Mingo 337-433-8664 Phone Tulsa, OK 74116 337-436-7197 Fax Phone: 918-794-0660 www.pedersenandpedersen.com www.z66aa.com Sale Wednesday at 5:30 p.m. Sale Friday at 11:30 a.m.

OPEN ROAD / December 2017

Membership ($400.00 yearly dues.)

Manheim Lafayette

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.

America’s Auto Auction Houston

privileges. ($400.00 yearly dues.)

*Auction Discount Coupon Books worth $4,050.00 available to LIADA members. Coupons can be redeemed at the following participation auctions.

www.louisianaiada.com

LIADA DEALER SERVICE PROVIDERS ADVERTISING DETAILING Jose Upholstery Auto Sweet Jose Delgado Christopher Lentz 4776 Fairfields Ave. lenny@autosweet.com Baton Rouge, La 70802 3240 W. Henderson Rd. Phone:225-316-4575 Columbus OH 43220 Phone: 614-448-9089 M M Topshelf Detailing & Recon Lonnie McCauley ATTORNEY lmccauley@eatel.net Tureau & Tureau, APLC 4452 Jeffery Dr. Ralph Tureau & Steven Tureau Baton Rouge, LA 70816 steven@tureaulawfirm.com Phone: 225-603-4600 12320 Hwy 44 Suite 3C Fax: 225-622-5994s Gonzales, LA 70737 Phone: 225-647-8529 FINANCES Fax: 225 647-8530 First Consumers Financial, LLC Bob Chedville AUTO PARTS bob@fcfcarloan.com AutoZone 14580 Florida Blvd. Derlyn Odom Baton Rouge, LA 70819 deryln.odom@autozone.com Phone: 225-272-9009 6517 airline why Nationwide Acceptance Metairie LA, 70003 Martin Less 228-990-5669 mless@nac-loans.com Pull A Part 3435 N Cicero Ave. Toby Thompson Chicago IL 60641 Baton Rouge, LA 70814 Phone: 800-622-7605 Phone: 225-247-9160 Preferred Loans LLC BODY SHOP Shana Quick Custom Colors preferloans@eatel.net Pete McKnight--Billy Rapp 12241 Roddy Rd. customautocolors@gmail.com Gonzales, LA 70737 11550 Cloverland Ave. Phone: 225-644-0304 Baton Rouge, LA 70809 Fax: 225-644-6862 Phone: 225-752-5947 Reynolds & Reynolds/AppOne Fax: 225-752-5940 Michael Riley michaelriley@reyrey.com BUSINESS SERVICES Davenport Business Services LLC 4150 2nd St. South Suite 550 St. Cloud MN 56303 David Davenport david@davenportbusinessservices.com Phone: 877-277-6631 X 57628 14 Concord Place Westlake Financial Services Gulfport, MS 39507 Rob Wilson Phone: 228-547-9219 4751 Wilshire Blvd, Suite 100 Los Angeles, CA 90010 CREDIT CARD SERVICES dealers@westlakefinancial.com Applied Merchant www.westlakefinancial.com Jeff Gallo Phone: 888-8YES-YES jgallo@appliedmerchant.com 26775 Malibu Hills Rd. FLOOR PLAN Calabasas, CA 91301 AFC Phone: 800-236-2179 Tim Ormiston 1610 A St. Mary St. DEALER MANAGEMENT SYSTEMS Scott, La. 70583 Dealer Market Exchange timothy.ormiston@autofinance.com Holly Jonsson www.Afcdealer.com holly@dmx.io Phone: 337-593-8992 B5 Calle Tabonuco AFC Guaynabo PR 968 Michael Meyers Phone: 970-749-0851 Michael.Meyers@autofinance.com Frazer Computing Inc. 18310 Woodscale Rd. help@frazer.com Hammond La. 70401 P.O. Box 569 Phone: 877-739-0218 Canton, NY 13617 Phone: 1-888-963-5369 Automotive Finance Corporation Fax: 1-888-963-3366 Cassie Lasley 106 Village St. Suite 1 DEALER SUPPLIES / FORMS Slidell, La 70458 My Dealer Supply Company Office: 985-288-6431 Eric Stroderd Cell: 504-235-4264 ericstroderd@mydealersupply.com Cassie.Lasley@AutoFinance.com 311 A West University www.AFCDealer.com Lafayette, LA 70506 CarBucks Floor Plan Phone: 877-427-1238 Brandon Ziebarth Romano Promotions LLC www.usecarbucks.com Megan Romano 381 Halton Road megan@romanopromo.com Greenville, SC 29607 42062 Gardens Blvd Phone: 225-819-6747 Hammond, LA 70403 NextGear Capital Phone: 985-634-8274 Stuart LaBauve slabauve@nextgearcapital.com Phone: 225-620-1660 Fax: 866-550-8694

www.louisianaiada.com

GLASS/WINDSHIELD

MARKETING

Babin’s Auto Glass Inc. Brent Babin babinsautoglass@eatel.net 13283 Airline Hwy. Gonzales, La 70737 Phone: 225-647-1369

Interactive Financial Marketing Group Travis Weisleder dealerinfo@interactivefmg.com 1509 West Main St. Richmond, VA 23220 Phone: 804-225-1880

GPS

PAINT TOUCHUP & INTERIOR REPAIR

Position Plus GPS MasterMatch Andy Seckinger Eddie Krueger aseckinger@spireon.com eddielsufan@yahoo.com 950 Market St. 1104 Pine St. Suite A Shreveport, LA 71107 Monroe LA 71207 563-581-7693 Phone: 318-322-2886 SVR Tracking SECURITY SYSTEMS Zanita Phillips Integrity Audio Visual LLC Zphillips1225@gmail.com Steve Clay 950 N. Market St. Steve@Integrity-av.com Shreveport, LA 71107 39089 South Angel Court Phone: 318-286-6297 Gonzales, LA 70737 225-235-1528 INSURANCE & BONDS Affordable Insurance Solutions RENTAL CAR Janis Fallaw Enterprise Rental Car agentj0912@aol.com 3545 N 1-10 Service Rd., Ste. 101 751 Hwy 51 Metairie, LA 70002 Madison, MS 39110 Phone: 504-454-1717 Phone: 601-856-9447 Carmouche Insurance Inc. 516 N. Burnside Ave Gonzales, LA. Phone: 225-647-8552 Charles Carmouche charles@carmoucheinsurance.com Crossland Insurance Agency Andrew Arceri andrew@crosslandins.com 1101 Hwy 90 E. New Iberia, LA 70560 Phone: 337-367-6035 Dwight W. Andrus Insurance Bonnie Dozier bbd@andrus.com P.O. Box 60970 Lafayette, LA 70598 Phone: 337-981-7300 Insurance & Bonds, LLC John Sonnier 9131 Interline Ave. #10-B Baton Rouge, LA 70809 Jsonnier60@gmail.com Phone: 225-922-3700 S. Brown Associates 150 River Rd. M3 Montville, NJ Phone: 973-270-2270 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

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 704 Hickory Ave. New Orleans, LA 70183 Phone: 504-722-8123 CTR Warranty, LLC Ken Rugg 319 North 3rd St. Monroe, LA 71201 Phone: 318-323-6385 Ferrell Dealer Services RENT TO OWN 18016 Shadow Creek Ave. Seadra Inc. Baton Rouge, LA 70816 John Garner Phone: 225-978-5111 john@seadraonline.com fspruell@gmail.com 10555 Lake Forrest Blvd. GCWS, LLC New Orleans LA 70127 Rock Brunet Phone: 504-241-0211 rockbrunet@gmail.com 101 Shumard Dr. TIRES Lafayette LA 70508 Cooper Tire and Rubber Company Phone: 337-258-2998 Michael Wertz mtwertz@coopertire.com GWC Warranty 820 Rivers CreekLn. James W. Hester Little Elm, TX 75068 jhester@gwcwarranty.com Phone: 567-525-2765 40 Coal St. Wilkes-Barre, PA 18702 TITLE – NOTARY Phone: 225-771-9766 Dealertrack Registration Protective Solution LLC and Titling Services Rick Cole Processed by Auto Title Express rcmarketingllc@me.com Amy Casey 4211 Sterlington Rd. 3445 Causeway Blvd Suite 103 Monroe, LA 71203 Metairie, LA 70002 Phone: 877-697-2533 7 locations throughout Louisiana! Go.dealertrack.com/LA PWI Contact Sales: 888.346.3087 Sharon Coleman sharon@warrantys.com Express OMV PO Box 278 Brooke Barnett Orwigsburg, PA 17961 Phone: 225-243-6925 Phone: 800-548-1121 485 Florida Blvd. Denham Springs LA 70726 Southern Auto Dealer Resources LeBlanc Auto Title Company 704 Hickory Ave. 1116 E. Cornerview St. Harahan, LA 70123 Gonzales, LA 70737 Shelton Green Phone: 225-644-4591 sheltongreen3@aol.com Fax: 225-644-8207 Phone: 504-466-88002 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

December 2017 / OPEN ROAD

MARKET WATCH

BY MATT ARIAS

FLOOD DAMAGE BASICS Tips on Flooded Vehicles Damage to vehicles by floodwater is a topic that keeps coming up as we continue to analyze issues around the country that have physical effects on vehicles. As stated by NAAA, “Vehicles are frequently exposed to moisture during their ordinary operation, maintenance and reconditioning. Occasionally, such exposure may leave residual marks or indicators similar to those left by exposure or immersion of the vehicle in floodwater.” We also know that flood damage carries a stigma that damages the overall value of a vehicle. It is vitally important that a systematic and complete inspection be performed by personnel qualified to appropriately evaluate each condition in the context of the total condition and vehicle history. WHAT IS A FLOOD? According to the National Flood Insurance Program’s website (www.floodsmart.gov) a flood is defined as “a general and temporary condition where two or more acres of normally dry land, or two or more properties are inundated by water or mudflow.” Floods are caused by events such as hurricanes and damaged or overflowing levees, dams, drainage systems, rivers, ponds or lakes. The majority of floods are caused by rainfall. HOW DO WE INSPECT A VEHICLE FOR EVIDENCE OF FLOOD DAMAGE? As outlined in the NAAA Auction Standards Training, flood damage involves the entire vehicle, any relevant history and title status. Below is a recommended course of discovery to determine if a vehicle requires disclosure for flood damage. Data History Ideally the majority of insurance companies that manage flood-related claims to all property will report to various vehicle-history databases. One of these databases is run by the National Insurance Crime Bureau, a North American non-profit membership organization created by the insurance industry to address insurance-related crime. It works closely with law enforcement agencies. NAAA recommends using more than one credible source to help establish the claim may be valid by creating a need to inspect visually. Title Status The title may or may not be branded due to the effects of the flood. The vehicle may indicate “total loss” history but have a clean title. It is important to understand the reason the vehicle was deemed a “total loss.” If the title is branded, the vehicle will require a proper disclosure by sellers to would-be buyers when selling at an auction that falls under NAAA policy.

OPEN ROAD / December 2017

Physical Condition The vehicle may have been cleaned up partially or fully. The indicators below will help the inspector determine the actual presence of flood damage. • Strong musty odor in interior or luggage compartment. • Surface rust under dash or seats on unfinished steel brackets, frames or springs. • Dampness in seat cushions, headliner, visors and other upholstered components. • Mud, silt or sludge build-up in wheel wells; inside bumpers, hinge boxes, door openings/ sills, or door drain holes; under carpets or luggage compartment floor mats. • Surface rust on underbody components, brake rotors/drums, exhaust system, pinch welds, brake lines, chassis components. • Mud or sludge build-up inside door panels, behind luggage compartment side walls, beneath dash, inside glove box, etc. • High water marks on door panels, upholstery, trunk interior, or head or tail light lenses. • Deposit of debris such as silt, grass and small twigs. • Accumulation of silt/rust inside major mechanical components. • Extremely corroded wiring harness, fuse boxes, etc. • Corrosion to structure that requires disclosure, per NAAA Structural Damage Policy. Some caveats exist with the physical inspection. The NAAA policy exempts vehicle affected by water ingress by the following: • Heavy detailing: Some carpets and upholstery are badly stained or soiled. This may require hard scrubbing with hot water and strong chemicals during the detail process. These signs alone are not proof of flood damage. In many cases, carpet wetness or dampness and odors in the trunk area and interior are misdiagnosed as flood damage. • Dirt road usage: Many vehicles are operated on unimproved, dirt and gravel roads. Many are subjected to off-road conditions. Thus mud, silt and sludge build-up may be normal and should not in itself be considered flood damage. Interior dust and dirt accumulated during normal operation may become muddy during the detail process. • Normal wear and tear: Light surface rust is common on exposed metal surfaces and is not sufficient alone to prove flood exposure. The absence of rust on exposed metal should also be considered, although not conclusive, as evidence of no flood exposure. • Disclosure requirements: No disclosure is required nor is arbitration allowed for the following types of water exposure, provided that none of the components outlined below are damaged: o Rain, snow or sleet due to open windows, doors or tops, or leaking seals. o Car wash or rinse water. o Carpet or upholstery shampooing or cleaning. o Stream, pond, puddle or floodwater that does not rise above the rocker panel or otherwise enter the passenger compartment. o Stream, pond, puddle or floodwater that enters the luggage compartment, but does not damage any electrical components – such as lighting or wiring harness – or does not enter the passenger compartment. Disclosure is required and arbitration shall be allowed under the following conditions: o Claim filed within specified timelines (per NAAA Appendix 1). o The title has been correctly branded indicating flood history of the vehicle. o Any of the following components have been damaged due to immersion:  Front or rear lighting or wiring harnesses.  Engine and its major components.  Transmission and differential.  Dash instrument panel and wiring.  Passenger seat cushions.  Power seat or window motor.  Major sound system components. The recommended disclosure that a seller should make to would-be buyers is “Flood Damage.” This disclosure requirement should be made regardless of sale light, but buyers must be mindful of sale channel exemptions (e.g, salvage sales). All stakeholders must be mindful of the vehicle’s history, physical symptoms and policy disclosure requirements when selling or buying at auction. Keep in mind that flood damage vehicles are like floods. They can appear anywhere it rains! MATT ARIAS is Manheim’s director of operational excellence. This article originally appeared in NAAA’s On the Block.