SPRING ISSUE (April–June 2020)
WE’RE TURNING 100 AND WE’RE STILL TURNING HEADS www.VancouverInternationalAutoShow.com
NCDA Responds to COVID-19 PAGE 7
Unprecedented Times: A Message from the President PAGE 4
A COMPLIMENTARY PUBLICATION FOR MEMBERS AND FRIENDS OF THE NEW CAR DEALERS ASSOCIATION OF BC
Women in the Driver’s Seat Meet Michelle Jones-Ruppel of West Coast Auto Group PAGE 24
BC’s Top Automotive Awards PAGE 18
Member Benefits: Hoist Service Inspections PAGE 8 NEW CARS SOLD IN BC
JAN: 12,890 FEB: 12,919 MAR: 11,790 YEAR TO DATE: 38,116 YTD 2019: 47,748
INSIDE THIS ISSUE
We’d love to hear from you! Our vision is for member dealers and the dealer franchise system to be seen by the public as the best choice to fulfill all their automotive needs. We are a small but dedicated and hardworking team of individuals serving all members of the New Car Dealers Association of BC. Should you have any questions, concerns or issues, or if you have any ideas for our organization to pursue, our staff is available to listen and help. Get in touch via phone, email, fax, or in person at our office in Langley, BC. Signals is THE flagship publication for the NCDA, the industry association that represents more than 390 new car and truck franchised auto retailers in BC. #380–8029 199 Street, Langley, BC V2Y 0E2 Tel: 604-214-9964 // Fax: 604-214-9965 newcardealers.ca // email@example.com
The Pit Crew–New Car Dealers Association of British Columbia
Blair Qualey President & CEO firstname.lastname@example.org Shakira Maqbool Manager, Finance & Administration email@example.com Joshua Peters Manager, Member Services firstname.lastname@example.org Ofir Sapoznikov Membership and Operations Coordinator email@example.com
Roni Sapoznikov CEVforBC™ Program Administrator firstname.lastname@example.org
Vancouver International Auto Show Jason Heard Executive Director email@example.com Direct: 604-220-2725 Have a topic or story suggestion? Email Us! And for article and ad submissions and rate card details, please contact: Joshua Peters | 604-214-9964 EXT 225 firstname.lastname@example.org For subscriber inquiries, please contact: email@example.com
Penny Sakamoto, Group Publisher 818 Broughton Street, Victoria BC V8W 1E4 firstname.lastname@example.org Published in Canada The contents of Signals, such as text, articles, opinions, views, graphics, images, and the selection and arrangement of information (the “Content”), are protected by copyright and other intellectual property laws under both Canadian and foreign laws. Unauthorized use of the Content may violate copyright, trademark, patent, and other laws. You must retain all copyright and other proprietary notices contained in the original Content on any copy you make of it. Disclaimer: Information contained within Signals is for general information purposes only and may not be entirely complete or accurate. Use of Signals’ content is done so at your own risk. Canadian Publications Mail Product Sales Agreement No. 40030593.
10 Government Advocacy BC Legislature Wire: Spring 2020 12 Industry News VSA Engagement with Dealers 16 Car Buzz Power in All Its Forms 17 CleanBC - Go Electric Program Updates 25 Legal Line by SHK What’s In a Will? 26 Special Olympics BC Updates
Navigating a Crisis NCDA Responds to the Global Pandemic
14 Good Times Will Prevail Optimism in BC’s North 18 BC’s Top Auto Awards Community Driver, Sales People of the Year, Green Star Dealer Awards 15 New Dealership Builds A Richmond expansion project makes it the largest Toyota dealership property in Canada 23 Labour Relations Changes by KSW Lawyers Changes impact dealers faced with certification applications 24 Women in the Driver’s Seat—Dealer Highlight Michelle Jones-Ruppel of West Coast Auto Group
On the Cover: Thanks to Ford Canada for providing a Mustang Mach E, one of the featured cars to have been on display at the 100th Vancouver International Auto Show. The historic photo background is courtesy of the City of Vancouver Archives.
Unprecedented Times: COVID-19 Changes Everything
News From the Front Seat BLAIR QUALEY PRESIDENT & CEO, NCDA
“... dealers are smart, resilient and hard-working. They will get through this because they know how to react to challenging business circumstances.”
Over the last couple of months, our world has gone from firing on all cylinders to almost a complete engine shutdown as drastic measures have been implemented to address the global spread of COVID-19. The situation we all face together is unprecedented, and the significant economic and social tolls have only just begun. When I began my journey with BC’s new car dealers in the fall of 2008, I was blown away by the creativity, resilience, entrepreneurship and, frankly, the heart that our member dealers showed through the Great Recession. Back in 2009, who would have dreamed that, in just a decade, we would face an even greater economic downturn, where vehicles sales have plummeted to unprecedented levels. As I have been reminded on many occasions, new car dealers have been through depressions and recessions, high gas prices and low gas prices, and good times and bad times. But the one thing that I know for sure is that dealers are smart, resilient and hard-working. They will get through this because they know how to react to challenging business circumstances.
the provincial associations have been laser-focused on four core priority areas: dealer liquidity, employment supports, recovery and information. CADA has done a tremendous job advocating for the inclusion of dealer businesses in many important government relief measures. And during this period that has resulted in unprecedented challenges for the provincial government, we are thankful for ongoing and productive conversations around provincial relief efforts. As was the case in 2008/09, the New Car Dealers Association of BC (NCDA) has been putting the pedal to the metal to gather and share the best resources provided in bitesized pieces in a daily update to members. These daily updates and the NCDA COVID-19 dealer dashboard provide the latest support measures and directives from all levels of government, including those from our incredibly capable and unflappable BC Provincial Health Officer, Dr. Bonnie Henry. We have also reached out to industry suppliers to include their latest offerings to support our member dealers through this time, and these can also be found on the
Core Priorities During the Crisis
centralized dashboard at newcardealers.ca/
From the start of the crisis, CADA and all
2019-2020 New Car Dealers Association of BC Board of Directors
Jeff Hall Chairman
Peter Heppner Vice-Chairman
James Carter Treasurer
Blair Qualey President & CEO
PRESTON GM LANGLEY
CARTER GM N. SHORE
ANTHONY’S SUBARU KELOWNA
Signals Magazine April–June 2020
COLUMBIA CHRYSLER RICHMOND
MARV JONES HONDA
NORTHLAND NISSAN PRINCE GEORGE
JACK CARTER ELK VALLEY CHEVY BUICK GMC
LGM FINANCIAL SERVICES INC.
ROYAL BANK OF CANADA
The Future of the Auto Show As most readers will be aware, because of mounting concerns about COVID-19 and the orders of Provincial Health Officer Dr. Bonnie Henry, the NCDA made the unprecedented announcement on March 12 to postpone the 100th anniversary of the Vancouver International Auto Show. While there were strong feelings of disappointment, the decision to postpone the auto show was the right thing to do. When I visited with Jim Pattison, our Honorary Chairman of the 100th Anniversary Auto Show, to discuss postponement of the event, we were saying goodbye and Jimmy said to me: “Just think how much you are going to learn from all of this!” As always, Jimmy’s insights are right on the mark: putting the brakes on the best-attended consumer show in Western Canada, just two weeks out, has not only been a huge job for our team, but has been a tremendous learning experience at the same time. We are incredibly grateful to all our auto show stakeholders and partners, including our OEM and commercial exhibitors, sponsors and our amazing venue partner, the Vancouver Convention Centre, for their incredible understanding and support.
Salespeople of the Year, Community Driver and Green Star Awards One of the many disappointments of the postponement of the 2020 Auto Show was that we were unable to honour the Sales-
people of the Year, Community Driver and Green Star Award recipients in person at the Distinction Awards Event. As we are still unsure of when the auto show will be rescheduled, we felt it appropriate to honour the recipients in the press, on social media and through other channels, including here in Signals. Please check out this edition for the list of recipients. Congratulations to these very worthy salespeople and dealership recipients!
CEVforBC Re-Branded Before the COVID-19 pandemic hit, we were pleased see the Province of British Columbia provide additional funding of $10 million to the CleanBC—Go Electric Vehicle Rebate Program (now re-branded by the government from the CEVforBC™ Program) in March 2020. COVID-19 health measures, along with the drop in gas prices, have combined to slow down the sale and delivery of EVs around the province, and we are working with our government partners on shaping the future of this very successful initiative. Another $20 million in program funding was previously announced in the February provincial budget and we look forward to the continuing support of dealers and their customers around the adoption of EVs.
people from all over the globe to share passions for automobiles, sports, music and culture. Incidents like the one we are collectively facing should give us greater appreciation for the joys of everyday life. Will events ever be the same? Will our lives get back to a pre-COVID normal? Perhaps not, but whatever it might look like, please know that the NCDA team is committed to working hard for our member dealers and our stakeholders to provide the latest information and guidance from healthcare providers and government. I’d like to add a closing note of personal thanks to our members for their membership and their supportive and helpful feedback around the association’s efforts. Similarly, I want to acknowledge our talented and hardworking staff, with whom I am privileged to work, and to our passionate and dedicated Board of Directors for guiding and supporting our team through this most challenging time. I have no doubt that BC’s new car dealers will weather this storm and continue to provide the products and services their customers want and need. We will be back—and better and stronger than ever!
Closing Thoughts We are fortunate to live in a society that affords us the luxury of gathering with
Blair Qualey, President and CEO New Car Dealers Association of BC n email@example.com 604.897.0852
2019-2020 New Car Dealers Foundation of BC Board of Directors
Heather Headley Chair
John Wynia Past Chairman
Marnie Carter Founding Chair
James Carter Treasurer
MARV JONES HONDA
FIRST CANADIAN FINANCIAL GROUP
CARTER AUTO FAMILY
CARTER GM N. SHORE
DUECK AUTO GROUP
ANTHONY’S SUBARU KELOWNA
PRESIDENT & CEO, NCDA
OPENROAD LEXUS PORT MOODY
NORTHLAND NISSAN PRINCE GEORGE
NEW MEMBERS Associate Members of the New Car Dealers Association of BC provide vital products and services to Dealer Members, allowing them to do business with greater cost effectiveness, environmental responsibility and general efficiency. Welcome to our new members! Located in Richmond, BC for over 10 years, Ebunch has been creating and implementing tech and data products for a broad spectrum of industries, with a very strong presence in the automotive dealership niche. It is an incredibly innovative company that creates and builds custom apps and development, and mines and stores data to be used for the most intelligent marketing possible. It builds and brands custom exclusive marketing and lead gen campaigns with its team of experts and unique proprietary software ConnectAI. Contact: Paul Lehal, Tel: 604.653.6000 Email: firstname.lastname@example.org My Auto Lenders helps dealerships, lenders and consumers identify which banks to submit credit applications to for a higher rate of an approval when purchasing a new vehicle. It bridges the gap between dealers, lenders and consumers. My Auto Lenders is a revolutionary software platform
that takes numerous aspects of the industry and ties them into one program. Providing features such as the Finance Manager Training tool, APR and Dealer Reserve calculators and real-time updated lender info, it’s the first of its kind, and it’s run by true automotive industry enthusiasts. Contact: Teresa Bromley, Tel: 1.877.279.0607 Email: email@example.com At Vantage Corporate Benefits Advisory, the focus is to educate NCDA members about the ever-changing employee benefits landscape and the options available to them in the marketplace. Vantage sees the value firsthand that a properly structured employee benefits plan brings to the table. Working together with the exceptional CADA 360 Employee Benefits Plan and the NCDA, it is their goal to bring awareness to the member benefits of this program and to help enhance corporate culture across the country. Contact: Shawn Perryman, CFP, Tel: 604.788.8971 Email: firstname.lastname@example.org
OFFICIAL SUPPLIER TO THE
TRAINING & DEVELOPMENT Offering the most current and comprehensive program to support your F&I goals
John Romfo National Sales Manager • 1.250.308.1112 Darren Johnson Regional Manager • 184.108.40.20655 6
Signals Magazine April–June 2020
Get your Finance Department firing on all cylinders. Call us today!
Navigating a Crisis NCDA responds to the global pandemic The COVID-19 crisis has launched people all over the world into brand-new territory. Here in British Columbia, many measures have been taken to help people chart the new course, and the NCDA has been leading the charge to provide helpful information to its members. The world has changed dramatically in the last few months and the future remains uncertain. Stay-at-home directives have resulted in a much-altered working landscape with online meetings and home offices suddenly becoming the norm. Doctors can be accessed via virtual appointments and entities like ICBC are now conducting services over the phone. Businesses named as “essential” carry on with strict procedures in place to ensure customers can practice social distancing and employees can work in sanitized spaces. BC’s new car dealerships have been designated as essential in the support of frontline healthcare workers and first responders, ensuring they can get to and from work via reliable transportation. During these unprecedented times, the NCDA has worked diligently to provide up-to-date and timely information from the federal and provincial governments, sending members daily COVID-19 e-bulletins and providing dealer members with a wealth of information. “We’re here to support members and help them navigate this difficult time and take the fire hose of information and turn it into a garden hose of manageable, relevant and useful updates that members can use in their businesses,” said Blair Qualey, NCDA president and CEO.
The NCDA e-bulletins have covered all aspects of the crisis, including: • updates on support to dealers from the NCDA team, offering information on implemented work-from-home protocols; • surveys on business impacts, such as those undertaken by the CADA and Canadian Chamber of Commerce; • updates on the latest public health orders, including advice for dealers on creating health and safety plans; • developments in programs and support for dealerships, including the Canadian Emergency Response Benefit and Canadian Emergency Wage Subsidy; and • information on relief on BC Hydro rates and adjustments by ICBC for over-the-phone insurance and renewals. The NCDA also developed a Resource Dashboard page for members, including helpful links and supports (newcardealers.ca/membership/ covid-19-resources/) and has worked with member partners and suppliers to include offers for members in waiving fees, etc. Thanks to all the suppliers for their support for BC’s New Car Dealers! The NCDA has developed a Toolkit for Safe Practices for Sales and Service for members, including a Customer Safety template poster. Download it here: https://www.newcardealers.ca/service-and-sales-safety-protocols-poster-template/ The guide contains best practices compliant with all public health officer directives to help dealer members operate their businesses during COVID-19. This resource has been made available to members. Contact us at the NCDA office if you would like a copy: phone 604.214.9964 or email: email@example.com. For more information and/or to be added to the NCDA e-bulletin distribution list, please reach out. newcardealers.ca
MEMBER BENEFITS Figure Figure 12 12
Dealers Satisfied With NCDA Efforts and Membership Value Perceived Value and Satisfaction with A majority of members of the New Car Dealers Association believe they are getting good value for their membership in the organization, according to a survey conducted late last year by the research firm Return On Insight. The online survey, which will be repeated regularly to monitor membership issues and concerns, found that two in three members rate the value of their membership highly (67 per cent “very good” or “good” value), while 69 per cent are very or somewhat satisfied with NCDA efforts on their behalf. Top reasons for satisfaction with the NCDA include representing the industry well, being well organized, providing good support, sharing high-quality information and being responsive. Satisfaction with the NCDA is high, ranging between 65 per cent and 72 per cent “very” or “somewhat satisfied” for most aspects of the organization’s activities. The highest-rated aspects noted by NCDA members included negotiating and maintaining government programs, conducting wage and salary surveys and keeping track of industry data and trends. Even the lower-rated aspects such as advocacy with ICBC (61 per cent satisfied), providing legal advice (60 per cent), ed-
Perceived Value and Satisfaction with NCDA NCDA
Value Value of Membership of Membership
Satisfaction with the NCDA Satisfaction with the NCDA Perceived Value and Satisfaction with NCDA
“Based on your on overall how would “Based yourexperience, overall experience, howyou would you “Based on your on overall how satisfied “Based yourexperience, overall experience, how satisfied (Pre COVID-19) rate the rate value ofvalue NCDAofmembership given what the NCDA membership given what are you are withyou thewith NCDA?” the NCDA?” you receive as a member?” you receive as a member?” Very Poor Very Poor Poor Value, 1% Poor Value, 1% Value, 4% Value,Unsure, 4% Poor Poor Unsure, 11% Unsure, Unsure, 11% Value, 4% 8% Value, 4% 8%
Neither, Neither, 17% 17%
Very Good Value, Very Good Value, 27% 27%
Fair Value, Fair40% Value, 40%
Value of Membership
Neither, Neither, 17% 17%
Very Satisfied, Very Satisfied, 37% 37%
Somewhat Somewhat Satisfied, 32% Satisfied, 32%
Satisfaction with the NCDA
“Based on your overall experience, howEngagement would “BasedNovember on your overall NCDA Member Survey, 2019 experience, how NCDA Member Engagement Survey, November 2019
you rate the value of NCDA membership given
satisfied are you with the NCDA?”
what you receive as a member?”
ucation grants and scholarships (59 per cent) and dealing with the luxury tax (56 per cent) all received a majority satisfaction rating. Areas where members want the NCDA to continue and increase existing efforts included advocating for members regarding the luxury tax, continuing to ensure
VSA accountability and advocating with ICBC on behalf of members. “Overall, members were highly satisfied compared to results from other association surveys we have conducted,” said Bruce Cameron, president of Return on Insight, the company that conducted the survey in November 2019 for the NCDA.
Hoist Service Inspection In response to member questions about the servicing of automotive lifts, there are a number of considerations and factors to ensure the safe operation in your dealership. Good news for members — a monthly inspection can be completed by a trained lift operator. Frequency of Inspection The applicable regulation is Section 12.78 of the OHS Regulation which states: “An automotive lift must be inspected and tested monthly, in a manner acceptable to the Board, unless the manufacturer requires more frequent inspection and testing.”
Signals Magazine April–June 2020
Note that this requirement is in addition to: • The minimum annual inspection required by the applicable ANSI Standard ANSI/ALI ALOIM-2000, American National Standard for Automotive Lifts — Safety Requirements for Operation, Inspection and Maintenance Regulation; and • Any specific manufacturer’s requirements regarding frequency of inspection.
Continued on next page
Continued from previous page
Who Can Do the Inspection?
O LIFT INSPECT
The automotive lift owner or employer is responsible for ensuring monthly inspection and testing is performed on each automotive lift. The monthly inspection is typically performed by workers who have the necessary training and experience, such as a qualified automotive lift operator. It is not necessary to pay a third party for the monthly inspections, but it may be prudent to do so for the annual inspection required by the ANSI Standard. Personnel performing monthly inspections should meet the automotive lift operator qualifications and training requirements specified in section 4.1 and 4.2 of the standard ANSI/ALI ALOIM-2000. Section 5.2 of the standard provides guidance on further training recommended for automotive lift inspectors. The following resources can be used to train operators on how to perform monthly auto lift inspections: • manufacturer’s instructions and warning labels; • Automotive Lift Institute publications, “Quick Reference Guide, Vehicle Lifting Points for Frame Engaging Lifts,” “Lifting It Right,” ”Safety Tips;” • ANSI Standard ANSI/ALI ALOIM-2000 Safety Requirements for 2. 3. 4.
____ Model: _____ _______________ _____
Check (9) the appropriate box as each inspected.
__ Serial #____
item is comple ted. If there is more than
Record comme one inspector, nts, observations each person will and the date items If any item was initial the item were repaired they not inspected, or replaced. write “NI” in the Sign and date comments box. at the bottom when If any item is not all items are comple applicable to this ted. auto lift, write “NA”. Inspection / Servic e Item Needs OK Repaired/ 15 minute leak Repair test (vehicle elevate Replac Comm ents ed d) / Date Repaired HYDRAULIC SYSTE or Replaced M CAPACITY ______ ___ lbs Test Function: Oil Level & Inspec t for Leaks:
S, V-BELTS, SPIND
LES Check for Excess Play: Amount of Wear: Cables Lubrica ted: Pulleys Grease d: PULLEYS, PINS & SPROCKETS
The inspection and test points should include the following:
Rust / Damage
/ Wear: Alignment: Rubbing Blocks or Guide Rollers : ROLLING BRIDG E, WHEEL FREE CAPACITY ______ ___ lbs Leak Test:
Locks: Rollers or Slides:
Decking & Covers Secured: Anchor Bolts & Other Fasteners: Swing Arm Restra ints, Telescoping Stops: Wheel Chocks : Runway Stops: Drive-up Ramps : Test Lift Locks: Inspect / Test Other Safety Feature s: ELECTRICAL Function of Switch es:
Inspected by: _____
Limit Switch: Condition of Termin als:
Operation, Inspection and Maintenance; • qualified automotive lift inspectors (qualified pursuant to section 5 of the above standard); and • manufacturer’s representatives.
• Those listed for daily inspections in section 4.4.4 of ANSI ANSI/ALI ALOIM-2000. • Those required by the auto lift manufacturer to be performed on a monthly, or more frequent, basis. If the manufacturer does not specify monthly or more frequent inspections, a monthly inspection should follow the inspection and test points that are typical in the industry for that type of equipment. An example of a monthly inspection checklist is attached. The checklist provided may not be inclusive for all types of automotive lifts. For a complete checklist, refer to the automotive lift manufacturer’s instructions or contact the manufacturer.
Thanks to KSW Lawyers for providing this content. Contact them for more information: Tel: 604.507.6192 Email: firstname.lastname@example.org
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BC LEGISLATURE WIRE
Spring Session Starts With Throne Speech and Protests The new year, 2020, started off slowly with an anticipated provincial government cabinet shuffle, which turned out to be nothing more than some minor tinkering. The fact that only three positions moved points to the stability of the government. The one big change was for the ministry that oversees the CleanBC – Go Electric vehicle rebate program. It received a new Energy Mines Petroleum Natural Resources (EMPNR) Minister, the Honourable Bruce Ralston. Former EMPNR Minister, the Honourable Michelle Mungall moved to the new Ministry of Jobs, Economic Development and Competitiveness. The spring session of the BC Legislature started in February with all signs pointing to a stable government. One would think that there would not be a lot of hot-button issues. But anti-pipeline protestors shut down many locations across BC, including railways, and occupied the entrances of the Legislature, illegally blocking access. However, with some quick police intervention, the Throne Speech carried on as scheduled.
“We have been working closely with provincial and federal governments to support BC’s new car dealers and their staff through the challenging COVID-19 health crisis.”
Budget 2020 Despite all the protest at the Legislature, the budget was introduced in the House. Budget 2020 is the third budget introduced by John Horgan’s BC NDP minority government and it marked a continuation of a number of the government’s key priorities around housing affordability and climate change, and included a few new spending announcements sprinkled in it. Welcome news to the NCDA was the announcement of an additional $20 million in new funding for the CleanBC–Go Electric Vehicle Rebate Program. This new funding will continue to put more people behind the wheel of a new vehicle this year. So, we were happy to hear of the additional funding to the program.
ZEV Mandate As you know, last year, the BC government mandated that zero-emission vehicles account for 100 per cent of provincial vehicle sales by 2040, with target adoptions of 10 per cent by 2025 and 30 per cent by 2030. Because of the government’s in-
Signals Magazine April–June 2020
vestments in the CleanBC–Go Electric Vehicle Rebate Program, BC is on track to be on target for 2025. In fact, last year, the Clean Energy Vehicle program saw a record number of zero-emission vehicle sales. BC surpassed 10 per cent in the third quarter of 2019, reaching the 10 per cent target six years ahead of schedule.
Upcoming Issues for Members Going forward, it will be another busy year for the NCDA. At the forefront of our efforts will be limiting increasing tax and regulatory measures, encouraging on-going funding for the CleanBC–Go Electric Vehicle Rebate Program, further promoting ICBC incentives for advanced technology in vehicles and, most importantly, completing the review of the luxury tax and ensuring support for businesses impacted by the COVID-19 health crisis.
COVID-19 and Impact on Government BC Health Minister Adrian Dix and Dr. Bonnie Henry, the province’s Chief Medical Officer, have been tasked with handling the response to the COVID-19 pandemic and are ensuring a smooth government response during this challenging time. Finance Minister Carole James has already stated that a recession is likely for BC, though the province’s financial position is strong.
Upcoming Activities In May, NCDA was due to be back in Victoria for its annual “Electric Vehicle Ride and Drive” and provincial lobby day, although, due to the COVID-19 pandemic, it will be postponed. This event is all about highlighting the economic benefits and the issues our members are facing by meeting and discussing the BC franchised dealership industry with elected officials. In June, we plan to appear in front of the Select Standing Committee on Finance and Government Services and set forth the NCDA’s priorities from members for Budget 2021. On the money-laundering side, the Cullen Commission continues to look at the money-laundering problem in British Columbia and the impact it has had on BC casinos, the real-estate market and, to a lesser degree, on luxury goods. And finally, we have been working closely with provincial and federal governments to support BC’s new car dealers and their staff through the challenging COVID-19 health crisis. Thanks to government for their support during this unprecedented time.
Update provided by Rob Nagai, Vice President, Bluestone Government Relations. C: 604.803.0628 | email@example.com
DRIVING INSIGHTS | How to Stop Losing Service Customers DREW HARDEN: MANAGER, RESEARCH & INSIGHTS AT CARFAX CANADA The service department is often referred to as the backbone of the dealership; it’s known to bring hard-earned customers back in again and again. Surprisingly, we found that on average only 31 per cent of recent used-vehicle customers plan to return to the dealership they purchased from to service their vehicles. Where are they going? Twenty-seven per cent are going to independent mechanics, 18 per cent will visit a chain shop and 15 per cent will visit another dealership. There is a huge opportunity here—what if you could keep that business? These customers can be won over, but you first need to understand why they choose to service their vehicle elsewhere. After that, there are simple things you can do to bring them back.
Why are your customers going elsewhere for service? There are three key reasons why someone may purchase from a dealership then choose to service a used vehicle elsewhere. The first excuse to skip the dealership for service is convenience, with 39 per cent of used-car buyers picking a different service shop because it’s easier to get to. Next, 32 per cent serviced elsewhere because they thought they were getting a better price and 30 per cent expected the work to be done faster at a different location.
Why do used-car buyers service at the dealership? When a customer decides to service at the dealership where they bought their used car, they’re usually driven by their relationship with that location. Within this group, 38 per cent decided to service at the dealership because they believe that it knew their car well, 33 per cent had a good relationship with the dealership employees and 29 per cent found it to be a convenient location. The importance of the relationship is reinforced by the fact that used-car buyers are much more likely to service with the dealership if their salesperson has connected them to the service shop during the purchase process.
What can you do? You can win over more service business from your customers if they know about these two things: your dealership has the ability to get maintenance done quickly and at a competitive price. Once this has brought them in the door, you can demonstrate your expertise and build a relationship to keep them coming back. Customers frequently pick a location for their major repairs based on the shop’s knowledge of their vehicle and existing relationship. This means that if you can keep customers coming back for their oil changes, they’re also going to return when a more expensive issue needs to be addressed, or for their next vehicle purchase. Get more insights at carfax.ca/insights
Listening to a Variety of Perspectives
Engaging in Conversation with the VSA LOREE GRAY, PRESIDENT OF THE VEHICLE SALES AUTHORITY
There has been a lot of change at the Vehicle Sales Authority of BC (VSA) in the past two years—new leaders and new staff, as well as changes to processes that impact the automotive industry we support. Through all this change, one of the things we always try to do is listen. We have a few ways to hear from stakeholders about the issues they need to raise and the feedback they want to share. It’s important to us that we hear from a variety of perspectives, and that it’s easy to share information with us. We also want to expand how we share information plus the views of other stakeholders to further drive conversation on key topics. Our next step in listening is a critical one. How do we hear from more people, more often? How does the VSA stay abreast of the issues that matter to the industry as well as ensure that we are meeting our regulatory mandate? And how do we do this while making sure the stakeholders we want to hear from aren’t pulled away for hours at a time to provide the feedback we need? One of the ways we are listening is through our new Industry Standards Officers. They are spending time engaged in proactive dialogue with dealers and salespeople. This helps us to understand issues that we encounter at sites when performing inspections and following up on issues raised by consumers. Another way we hear from industry is through the Industry Working Committee (IWC). This committee consists of VSA board members, VSA leadership and representatives from each of the industry associations. These meetings tackle issues where the VSA and industry are stakeholders.
Signals Magazine April–June 2020
One of the more recent meetings featured discussion between the IWC and CARFAX Canada, who participated in the meeting to help us address issues related to the reliability of data within CARFAX reports. Moving forward, we’re trying to gather more information from a wider variety of sources. In the next few months, we will be launching new tools that will replace the previous survey methods that we’ve used in the past. One of the tools we are looking at crowd-sources ideas and comments, and allows others to select which ideas most resonate with them. Finally, we will be looking at other cost-effective options like video conferencing, focus groups and virtual chat options that will help us speak directly with those impacted by the changes we are making. This will help us ensure we engage you in a variety of ways depending on the type of information we need to gather. We look forward to hearing from you in one of these many ways soon.
VehicleSalesAuthority.com Tel: 604.574.5050 #280 – 8029 199th Street, Langley, BC V2Y 0E2
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On the Road Ahead:
Good Times Will Prevail in Northern BC BRUCE CAMERON, CONTRIBUTING COLUMNIST, BLACK PRESS The announcement, made with great fanfare in October 2018, said the future of BC lies in tapping and exporting huge reserves of natural gas, a cleaner-burning fuel experiencing rising demand in Asia, as an alternative to coal-based power plants. Hopes were high for the LNG industry to revitalize all of BC, but in particular northern BC. As Premier John Horgan stated, “The critical importance of this project is what it represents — the intersecting of economic development, jobs for local workers, partnerships with Indigenous communities and forward-looking climate leadership.” But the road ahead has not been smooth, with fluctuations in global gas prices, international competition for markets and environmental and First Nations opposition creating serious roadblocks. Adding to the uncertainty is the COVID-19 crisis, coupled with a dramatic oil price war between Saudi Arabia and Russia, causing oil prices around the world to plummet. For northern BC, uncertainty seems to be a constant bedfellow when it comes to LNG hopes and dreams. Supporters of the LNG boom such as Resource Works—a public advocacy group in BC that supports responsible resource extraction projects—argue that environmental concerns have been diligently addressed. They point to the unblemished safety record of handling and shipping LNG, which dissipates into the air in the unlikely event of an accident at sea. Resource Works also points out that wages in the LNG sector will average over $105,000 per year, a heady sum for a region that has recently witnessed the impact of depressed forestry activity and wages. Despite rising uncertainty, the promise of good-paying LNG jobs and the related economic stimulus created by the LNG boom is starting to be felt all across northern BC in 2020. One project currently underway, LNG Canada, involves an international consortium spending $40 billion in three phases over the next decade. The first phase involves construction of the Coastal GasLink
Signals Magazine April–June 2020
“In the case of MacCarthy GM, the ownership group has taken a calculated gamble to ramp up staffing in anticipation of the business that will arrive in town in 2020 and beyond.” – JOEY PREVOST, MACCARTHY GM
pipeline to transport natural gas from the Peace River area to Kitimat. Subsequent phases will require thousands of skilled trades to put together the components of the processing facilities, scheduled to begin. And then there is construction of improved port facilities in phase three. In addition to LNG Canada, there are over a dozen other proposed projects of varying sizes that promise to inject money into the economy in northern BC, including four other gas transportation pipelines terminating in Prince Rupert and Kitimat which cross through the communities of Terrace and Smithers. The general manager of one dealership in Terrace, BC, Joey Prevost, of MacCarthy GM, says his dealership has already seen 38 per cent growth in sales in 2019. Furthermore, he expects up to 150 per cent
growth, mainly in fleet sales, in 2020. The impact is also being felt in fixed operations, with a surge in parts and service expected to continue over the next several years. By no means is it smooth sailing for all of the LNG-related proposals. Considerable opposition to the building of pipeline corridors will wind its way through the courts for many months if not years. And project proposals costing billions of dollars of investment also require multiple partners, who may have second thoughts. One such project is Kitimat LNG, about half the size of LNG Canada, which faces adjustments since Chevron announced its intention to sell its 50 per cent stake in the project in December 2019. Prevost says he “fully expects somebody else to step up and take Chevron’s shares,” ensuring the project moves ahead. The scope and scale of growth the region is about to experience “will be an eye-opener,” says Prevost. In the case of MacCarthy GM, he says the ownership group has taken a calculated gamble to ramp up staffing in anticipation of the business that will arrive in town in 2020 and beyond. Continued on next page
Dealership Builds A Richmond Store Expands to Become Largest Toyota Dealership in Canada
OpenRoad Toyota in Richmond has been a market leader since 1978 when it first opened its doors as Richmond Toyota. Since 2001, when it re-launched as OpenRoad Toyota Richmond, the dealership has won numerous awards, including a nod as the number-one Toyota dealership in Canada. Most recently, it has been honoured as Best Managed Company (2014) and Best Employer (2017). Now the innovative, award-winning dealership is poised to take another big step, announcing plans to start construction in March 2020 to build a brand new, state-of-the-art showroom and service facility in what will become the largest Toyota dealership in Canada. “We’re proud of the service we have provided for almost 40 years—and our new facility will ensure we’re ready to continue to provide the best service experience to current and future customers in the Vancouver area,” said Christian Chia, dealer principal at OpenRoad Toyota. The new facility, to be built right across the street from its pres-
ent location in the Richmond Auto Mall, will be five times larger, with a surface area of 205,000 square feet. It will incorporate leading-edge environmental systems, as well as more space to showcase and service the full range of Toyota models. Customers will find several amenities, including two lounge areas, a children’s play area, plus a full-service café with TVs, a fireplace and Wi-Fi access. The new vehicle showroom space will encompass more than 15,000 square feet, making it the largest Toyota showroom in British Columbia. It will have space to display 36 vehicles on two levels, plus 10 indoor new vehicle delivery bays. Toyota dealers have long prided themselves on offering excellent customer service, and OpenRoad Toyota Richmond will aim to add to that reputation, with a 12-bay drive-through reception service, 30 full mechanical service bays, and four express service bays for routine work such as oil changes. There will also be two automatic carwashes and six detail bays. Outside, the new site’s architectural design will incorporate many cutting-edge environmental features such as a green roof and water collection system on the car wash, high-efficiency heating and cooling systems and energy-conscious LED lighting.
Continued from previous page
Many of the initial headwinds holding back LNG expansion have subsided. There are signs that the looming US-China trade war may be resolved before it worsens, and long-term contracts for supplying LNG have been successfully negotiated with major customers in Japan and China. The scale and scope of the pipeline and LNG projects are impressive, so simply constructing accommodations for all the expected workers and trades people is a massive undertaking. A workers village called Cedar Valley Lodge is being com-
pleted near Terrace; it will have 4,500 rooms and feature its own movie theatre and recreation complex. So with all that activity, how are automotive dealerships in the region responding? Most analysts anticipate a robust demand for trucks of all sizes in the north (about 90 per cent of the overall sales). But the flip side of any boom-time economy is the increased difficulty it presents in finding and retaining employees to deal with the increased demand.
But it’s a challenge Prevost readily accepts. He says MacCarthy GM has added 18 new staff this past year with plans to keep hiring even more in 2020. He says, “We know we can’t compete on salaries alone [with employers like LNG Canada] but we can on culture,” and this is why they hired a Human Resources Manager for the first time in 2019. More changes lie ahead, along with immense opportunity for growth on the north coast.
Power in All Its Forms It’s all about power, from new V6 and V8 engines to electric vehicles now being produced for iconic models like Porsche and Ford Mustang. Whether you want a gas-powered engine in a sleek new digitized vehicle, or quietly powerful connectivity, the new cars being introduced this spring/summer have something to appeal to all power enthusiasts. Many of these vehicles would have been on display at the 2020 Vancouver International Auto Show. Mustang Mach-E Set to release in 2021, the Mustang Mach-E boldly fuses modern looks with smart design. For the first time in 55 years, Ford is expanding the Mustang lineup with the all-electric Mustang Mach-E SUV, joining the sports coupe, convertible and special editions. Mustang Mach-E embodies the Mustang spirit—from its sleek silhouette and muscular curves to exhilarating driving experience and unique driving dynamics and sounds. The Mustang Mach-E instils confidence, with an EPA-estimated 475 km of range. Learn more: ford.ca/suvs/mach-e/2021/
Genesis GV80 The much-anticipated first SUV for the Genesis brand is GV80. It has standard all-wheel drive, suspension tuning, in-car connectivity and an intelligent ADAS camera. It’s the first SUV for the Genesis brand—based on rearwheel-drive architecture unique to Genesis—with standard all-wheel drive in Canada. It introduces world-first innovations in vehicle quietness and suspension tuning. Two turbocharged gasoline engines will be available for the North American market: a 2.5-litre inline four-cylinder, and a 3.5-litre V6. Learn more: genesis.com/ca/en/GV80teaser.html
Corvette Stingray The new Chevrolet 2020 C8 Corvette Stingray has auto enthusiasts talking around the world. It takes Corvette’s heritage up a notch as the first mid-engine in Corvette’s 66-year history. The fighter-jet-inspired design maintains the same storage as the coupe, even with the top down. Learn more: chevrolet.ca/en/performance/2020-corvette
Porsche Taycan Porsche presents its first fully electric sports car with the stunning Porsche Taycan. The four-door sports sedan is a unique package, offering typical Porsche performance and connectivity with everyday usability. At the same time, highly advanced production methods and the features of the Taycan are setting new standards in the fields of sustainability and digitalization. Learn more: www. porsche.com/canada/en/models/taycan/taycan-models/
Denali AT4 With the introduction of a new generation of flagship SUVs, the 2021 Yukon and Yukon XL, General Motors continues to strike a chord with class-leading technology and precisely engineered capability. Featuring the most powerful engine in the full-size SUV segment, an all-new 6.2L V8 with Dynamic Fuel Management (standard on Denali), it delivers an estimated 420 horsepower paired with a standard 10-speed transmission. Learn more: gmccanada.ca/en/future-vehicles/2021-yukon
Signals Magazine April–June 2020
CLEANBC-GO ELECTRIC UPDATES
BC Electric Vehicle Rebate Program:
More Funding, New Name and New Models The Province of British Columbia added additional funding of $10 million to the CleanBC Go Electric Vehicle Rebate Program (re-branded by the government from Clean Energy Vehicle Pointof-Sale Purchase Incentive Program [CEVforBC™ Program]). This occurred in two installments during March 2020. Moreover, another $20 million in program funding was announced in the provincial budget on February 18, 2020.
Top 5 Applicant Cities – 2020 1st Quarter Greater Vancouver
Top 10 Vehicles – 2020 1st Quarter Paid Out Hyundai Ioniq BEV, 127
Kia Niro PHEV, 59
Volkswagen e-Golf, 129
Mitsubishi Outlander PHEV, 155
Top 5 Applicant Cities – 2020 1st Quarter Outside Greater Vancouver
Tesla Model 3, 943 Hyundai Kona EV, 221
Nissan Leaf, 222
Kia Soul EV, 228
Toyota Prius Prime, 292 Chevrolet Bolt, 248
Important Program Updates
Successful Submission Tips for Eligible Dealers
• For updated program forms (Dealer Application Checklist, Letter of Received Rebate, etc.), check the cevforbc.ca website for the latest forms. • During this unprecedented and extraordinary time, due to the rapidly evolving situation on COVID-19, the program team is working from home and will therefore not be taking any meetings in person. However, do not hesitate to reach out by phone or email. Reimbursement payments will be issued with slightly longer intervals. • Due to the COVID-19 crisis, the team will look at each application submission on its own merit and, if need be, make exceptions on a case-by-case basis to the required 15-day submission window. • The cevforbc.ca website will continue to function as per normal, so please submit applications online through the Dealer Portal.
If the Price of Vehicle, as appears on the Bill of Sale or Lease Agreement, is greater than $55,000, please provide the OEM invoice to confirm that the MSRP of the vehicle is equal or less than $55,000. As stated in the policies, the limit for individuals is one rebate per the lifetime of the program. Therefore, if there is a trade-in ZEV vehicle involved as part of a deal of purchasing/leasing a new eligible vehicle, ensure that the customer is still eligible for a CleanBC rebate before providing the rebate. Ensure timely submission (within 15 days from date of sale/ delivery) of all claims. If all the documents aren’t ready, you should still submit the application to avoid late submission. Upon submission, you will have 90 days to provide all required supporting documents.
New zero-emission and plug-in hybrid eligible vehicle models added since the last issue of Signals:
2020 Subaru Crosstrek (PHEV, new make in the program!)
2020 Kia Niro (BEV)
2020 Ford Escape (PHEV, new model in the program!)
2021 Mini Cooper SE (BEV)
The New Car Dealers Association of BC recognizes the outstanding community involvement and achievement of new car dealers throughout British Columbia. Recipients of the Community Driver Award exemplify business strength and community excellence with a focus on making a tangible contribution to the growth and livability of their community and/or region.
Congratulations to the 2020 Award Winners Metro Vancouver Brian Jessel BMW Northern BC Glacier Toyota Kootenays Castlegar Toyota Okanagan/Interior Lexus of Kelowna Vancouver Island Kia Victoria Fraser Valley Applewood Kia Langley
Awards Presented By
2019 SALESPEOPLE OF THE YEAR AWARD
Gurp Mangat Lougheed Acura
Ferrari of Vancouver
MCL Motor Cars
Shaun Donnellan McLaren Vancouver
Rolls Royce Motor Cars of Vancouver
Aston Martin Vancouver
Barnes Wheaton GM North Surrey
Applewood Kia Surrey
Mercedes Benz Richmond
Jim Pattison Subaru Northshore
FOUNDING AWARD SPONSORS
Tim Cheung Capilano Audi
Kalim Mohiuddin West Coast Toyota
Maple Ridge Hyundai
Nicholas Yan Cowel Motors
Valentino Almeida Brian Jessel BMW
Morrey InďŹ niti of Burnaby
Maserati of Vancouver
Applewood Nissan Surrey
Jim Pattison Volvo of Surrey
Maple Ridge Chrysler Dodge Jeep Ram
MCL Motor Cars Jaguar Vancouver
Porsche Centre Vancouver
Congratulations to the 2019 Green Star Dealer Award Recipients Green Star Dealer Awards recognize BC Dealerships for the sale of clean energy vehicles* in British Columbia, across all brands. Mertin Hyundai Most Improved Battery EV Sales
Wolfe Mitsubishi Lower Mainland Top Plug-In Hybrid EV Sales
Kia West Most Improved Plug-In Hybrid EV Sales
Kelowna Hyundai Interior British Columbia Top Battery EV Sales
Campus Nissan Vancouver Island Top Battery EV Sales
Valley Mitsubishi Interior British Columbia Top Plug-In Hybrid EV Sales
Nanaimo Mitsubishi Vancouver Island Top Plug-In Hybrid EV Sales
Northland Hyundai Northern British Columbia Top Battery EV Sales
Kia West Lower Mainland Top Battery EV Sales
Prince George Toyota Northern British Columbia Top Plug-In Hybrid EV Sales
*CleanBC vehicle rebates are administered by the New Car Dealers Association of BC, on behalf of the Province of British Columbia.
Congratulations to the 2019 Automotive Dealership Management Graduates from the Automotive Business School of Canada Antonio Almeida Murray GM Fort St. John
Sandro Mati Volvo of Vancouver
Brett Dâ€™Ambrosie Auto West Group
Derek Rattenbury Auto West BMW
Kathleen Harding MINI Richmond
Kevin Thai Richmond Honda
Zachery Kennedy Edwards Garage
Christopher Thimer Abbotsford Volkswagen
Changes at ICBC and What They Mean Unlock YourGlass Auto Dealership’s for Collision and Repair Full Potential SUSAN MOWBRAY, PARTNER IN MNP’S VANCOUVER CONSULTING PRACTICE
Today’s auto dealers continue to face their share of challenges, To control rising claim costs, the Insurshops to provide cost-effective and exceptionfrom narrow margins and management struggles to dealing with The most high-profile change ance Corporation of British Columbia al customer service. manufacturers’ expectations and a constantly shifting marketplace. (ICBC) has introduced changes to auto inis how premiums are set and As business to the moreannouncement than 140 auto dealerships B.C.,will surance. The most high-profile changeadvisors is Introduction of a tiering system based on thatinBC MNP understands the specific demands and opportunities of the performance how premiums are set and the announcemove to a no-fault insurance automotive industry — and is uniquely positioned to address the ment that BC will move to a no-fault inThe introduction of a tiering system is a key of dealer whether a single-store model inyou’re spring 2021. operator or change for suppliers. Under the new programs, surance model in spring 2021.needs These both principals, a multi-store dealer. directly impact customers through the shops are ranked based on performance. The To benefits learn howthey we can help you deliver performance - drive results price of auto insurance and the receive. highest-performing shops each year are assigned to the top tier. and more to success, contact Chris Schaufele today at in the top tier will be promoted first in ICBC’s customer-facICBC has also introduced changes its programs for material Shops firstname.lastname@example.org or 604.536.7614 damage suppliers. These programs identify preferred or accreding facility locator application. ited shops, which provide collision and glass repair services, and Tiering will be assessed annually and the number of shops offer a specific level of service and warranties on repairs over and qualifying for the top tier will be based on a fixed percentage of Chris While Schaufele, CPA, CA Dan Lock, CPA, CA facilities. This is a subtle Ryan Gorder, CPA, CA above minimum operating requirements. participation in the highest-performing but important Partner, Automotive & Partner, Automotive & Partner, Automotive & the programs is voluntary, more than 75 per cent of shops providchange to the programs. Previously, shops that met and mainAssurance Services Assurance Services Assurance Services ing collision and glass repair services inMNP BCSurrey are accredited. tained specified performance thresholds received the highest MNP Port Moody MNP Port Moody level Changes to the programs are intended to ensure repairs meet Continued on next page industry standards for safety, while at the same time encouraging MNP.ca
Unlock Your Auto Dealership’s Full Potential Today’s auto dealers continue to face their share of challenges, from narrow margins and management struggles to dealing with manufacturers’ expectations and a constantly shifting marketplace. As business advisors to more than 140 auto dealerships in B.C., MNP understands the specific demands and opportunities of the automotive industry — and is uniquely positioned to address the needs of dealer principals, whether you’re a single-store operator or a multi-store dealer. To learn how we can help you deliver performance - drive results and more success, contact Chris Schaufele today at email@example.com or 604.536.7614
Chris Schaufele, CPA, CA Partner, Automotive & Assurance Services MNP Surrey
Dan Lock, CPA, CA Partner, Automotive & Assurance Services MNP Port Moody
Ryan Gorder, CPA, CA Partner, Automotive & Assurance Services MNP Port Moody
Labour Relations Code Changes BY KSW LAWYERS When the NDP formed government in 2018, it altered employment laws in support of unions. This reflected the pendulum swing of labour reform in BC upon change of government. Significant changes were made to employment standards, human rights and the Workers Compensation Act, where the NDP plans to implement the findings of four reports, most of which could make employers’ lives more complicated. The NDP also struck a three-person panel to review the Labour Relations Code (“Code”) as it did in 1992. On May 30, 2019, Bill 30, the Labour Relations Code Amendment Act, was passed into law. Space does not permit a thorough review of all the changes to the Code. This article focuses on those which make it easier for a union to certify a non-union car dealership or expand its certification in a partially-unionized one.
Unfair labour practices, employer free speech and remedial certification These changes were to be expected. Changes were made to the Code to enhance union organizing rights. BC Federation of Labour president Laird Cronk summed it up: “British Columbia remains
a low-wage province, and precarious work is on the rise. The best antidote to economic inequality is greater union density.” Three key changes make it harder for employers to fend off a union organizing drive. This increased risk of unionization applies to both non-union operations and the non-union departments of a unionized car dealer where the union seeks to organize the remaining employees. First, the new Code restricts employer free speech. In 2002 the Liberals expanded employer free speech in section 8 of the Code to allow employers to discuss almost any topic, including unions, without running afoul of section 6 (which prohibits an employer from interfering with a union). Under Bill 30, section 8 protection now only applies to “facts or opinions reasonably held with respect to the employer’s business.” If it feels like “déjà vu,” it’s because this was the language of the Code under the NDP from 1992 to 2002. Secondly, the time period for the certification vote has been reduced from 10 to five business days from the time of the application. This is an advantage to unions because they control the timing of filing (perhaps filing at 3:59 pm on a Friday so the employer won’t find out until Monday). Employers who don’t anticipate the
application have little time to prepare their strategy and avoid unfair labour practices (UFLP). Thirdly, the power of the Labour Relations Board (LRB) to order automatic certification without a vote to remedy a UFLP has been broadened to whenever the LRB “believes it is just and equitable in order to remedy the consequences of the prohibited act.” We don’t yet have any decisions on this provision, which leaves some uncertainty for employers who might cross the line and commit an UFLP.
Summary These changes impact dealers faced with a certification application. Therefore, employers are wise to consider the very real possibility their operations may be organized and take steps now to prepare.
“After this article was prepared the LRB issued its first decision interpreting the new remedial certification provisions. The Board ordered remedial certification where two union organizers were terminated just as the union organizing drive started. The LRB gave a very broad interpretation to these new provisions: see Salade ETCETERA Inc. 2020 BCLRB 34. A more detailed summary will be posted on the KSW blog.”
Continued from previous page
of accreditation. Under the new programs, shops will be ranked by performance relative to their peers and the ranking will affect how the shop is promoted to customers by ICBC.
of performance assessment is based on factors that directly affect repair costs.
How to prepare for the changes How will performance be assessed Performance will be monitored based on a set of Key Performance Indicators (KPIs) that measure cost efficiency of repairs, the time to complete the repairs and return the vehicle to the customer (cycle time), compliance with ICBC’s policies and procedures (quality assurance) and customer satisfaction. Compliance with ICBC policies and procedures accounts for approximately 50 per cent of performance assessment, customer satisfaction and cycle time each account for 20 per cent, and the remaining 10 percent
Dealerships offering collision and glass repair services should: • Review program requirements and identify gaps that need to be addressed. • Have processes in place to ensure compliance with ICBC’s policies and procedures, including processes to educate staff on changes. • Monitor customer satisfaction ratings and proactively identify areas for improvement.
MNP can help you increase your profitability and mitigate risks. To learn how, contact Susan Mowbray at firstname.lastname@example.org or 604.685.8408.
DEALER LEADERSHIP – SPOTLIGHT
Women in the Driver’s Seat Women across the province are driving sales at local auto dealerships. In this on-going series, Signals takes a look at some of BC’s top women auto dealers. Michelle Jones-Ruppel DEALER PRINCIPAL, WEST COAST AUTO GROUP In the 1990s, while still in her 20s, Michelle Jones-Ruppel took the helm of a family auto business that went back two generations. It was started by her grandfather in 1963 with 12 staff and built up by her father. Today, she and her brother, Scott, sit at the helm of the West Coast Auto Group, which employs 275 staff in five dealerships and includes a detail and ac-
cessory centre and a wholesale leasing business. After high school Jones-Ruppel started working as a part-time receptionist at the dealership while studying kinesiology. When she took over the business there were many who thought she couldn’t do it, but “that only fired me up!” she admits. In the early days, she’d be in the office at 6 am, working seven days a week in a routine that immersed her in the business. Her success, she says, “came down to learning, hard work, perseverance and a drive to succeed.” She adds: “I needed to show everyone that a woman can be in a role that is otherwise very male-dominated, and that I was a woman in the business who knew what she was doing. I don’t want to be recognized as a successful woman automobile dealer, but as a successful automobile dealer who happens to be a woman.” Micromanagement is not her style, Jones-Ruppel says. “I empower my managers to make decisions knowing that they aren’t always going to make the right decisions, but that’s how you learn.” To other women thinking of joining the automotive industry, she has these words: “Quell the fear of failure. Strive for what you want to do and don’t be afraid of taking chances.”
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Signals Magazine April–June 2020
OFFICIAL SUPPLIER TO
Wills, Representation Agreements and Powers of Attorney
appointed a representative and do not have family to assist with those decisions, the Public Guardian and Trustee will step in to dictate your care, treatment, accommodation and so forth, and all at the expense of your estate with no advance knowledge of your preferences for care.
KATRINA S. YAWORSKY, LAWYER SHK LAW CORPORATION
Powers of Attorney
What’s in a Will? Most of us are aware that we should have a properly prepared will in order to deal with our affairs upon death. If you do not have a will, you are not alone. One of the most frequent statements that we hear from our clients is: “I’ve meant to sign a will, I just haven’t gotten around to it yet.” If we can offer you just one piece of advice: you should have a will prepared for the sake of your loved ones. One of the most important aspects of a will is the appointment of your executor—the person who steps into your shoes to administer your estate. This role includes safeguarding your property and distributing the proceeds of your estate to your beneficiaries. A will determines who, in part, looks after your assets, pays your bills and is entitled to receive the assets of your estate. Without a will, your estate is left to the whims of the rules set out in the Wills, Estates and Succession Act. Under that Act, if you have a spouse but no children, your estate passes to your spouse. The definition of spouse includes a person that you have been living in a marriage-like relationship with for at least the last two years. However, if you have a spouse and children, your children may get to share in your estate. It becomes complicated if your children are minors, given that the consideration of who will be their guardian will have to be addressed. If you do not have a spouse or children, it may get even more complicated in that someone will have to step in to administer your estate and determine who your beneficiaries will be, based on what the Act prescribes. A will takes effect after you pass away. However, what happens if you are still alive, but no longer capable of handling your own legal affairs, finances or healthcare decisions?
Representation Agreements With the preparation of a Representation Agreement, or a “living will,” you can appoint someone to be your decision-maker for healthcare decisions when you are unable to do so. In such a case, you will want to appoint someone you trust and who will make reasonable choices. And you should discuss your healthcare preferences with your representative well in advance. In many cases, your representative will be a spouse or close family member. In addition, there is provision in the legislation for the appointment of a “monitor” to review the representative’s conduct and ensure that the representative lives up to his or her duties. A monitor is not mandatory and in close family situations is frequently not appointed. A Representation Agreement automatically ceases once you pass away. If you do not have a Representation Agreement, in the event that you are incapable of making your own healthcare decisions, your medical team will typically contact your spouse or close family for a decision on your treatment. However, if you have not
With the preparation of a Power of Attorney, you can appoint another person as your attorney to deal with your assets and make financial and legal decisions on your behalf. Unlike with a Representation Agreement, a Power of Attorney can take effect when you are still capable of making your own decisions. A Power of Attorney can be as general or as specific as you like. For instance, if you will be travelling for a certain period of time, you can appoint an attorney to deal with your bank accounts during that specific time. Alternatively, you can appoint someone for an unlimited period of time to administer all of your finances, assets and real estate, and have full signing authority on your behalf. Your attorney’s rights and powers can continue even if you become mentally incompetent. In that case, your Power of Attorney becomes an “Enduring Power of Attorney,” since your attorney continues to be able to act even though you may not have the power to make your own decisions. However, only a Representation Agreement can give authority for someone to act on your behalf for healthcare and personal-care matters. As with the appointment of a representative, it is important to carefully consider who you will appoint as your attorney, who can have significant power over your assets and finances. Typically, a spouse or another close family member is appointed. If required, more than one person may be appointed to act jointly or separately as needed. A Power of Attorney automatically ceases on your death or if you become bankrupt. In the event that you do not have a Power of Attorney and you lose mental capacity, the Public Guardian and Trustee takes over the administration of your affairs. Alternatively, someone else, such as a family member, may apply to the court to be appointed as your “committee” to look after your assets. However, an application for the appointment of a committee is expensive—far more expensive than preparing a proper Power of Attorney while you are still able.
Summary The best practice is to properly prepare and sign (in the presence of the necessary witnesses) a formal will, Representation Agreement and Power of Attorney in compliance with all legal requirements. You should review your estate planning documents every two years or so, and update as needed. Your will deals with matters upon your death, while the Power of Attorney and Representation Agreement address potential difficulties that may arise while you are still alive. Failure to have any of these estate planning documents in place could mean that strangers or the government will be able to make very personal decisions on your behalf.
For more information on this subject, please contact SHK Law Corporation and one of our experienced lawyers will be pleased to speak with you. Contact us: Katrina Yaworsky / email@example.com / www.shk.ca newcardealers.ca
SPECIAL OLYMPICS BC SNAPSHOT
Jeri Lee Hodgins BC’s new car dealers are among Special Olympics BC’s longest-standing champions. It’s our privilege to introduce you to SOBC athletes and coaches from around the province, whose stories show the difference you make by supporting Special Olympics—you help create experiences of joy, friendship, empowerment, skill development and health improvements for more than 5,200 athletes with intellectual disabilities in 55 BC communities. The road to the Special Olympics Canada Winter Games Thunder Bay 2020 was seven years in the making for Special Olympics Team BC five-pin bowler Jeri Lee Hodgins, and for her sister and head coach Fae Hodgins. The first time Jeri Lee, 56, had her sights set on the national stage was around the Special Olympics Canada Games Vancouver 2014, but she had to withdraw from regional and provincial qualifiers because she needed heart surgery. “It’s always been her goal to get to the national level,” said Fae. Through their performances at the 2019 Special Olympics BC Winter Games in Greater Vernon, they made that dream come true by qualifying for Team BC 2020 and making it to the 2020 National Games. These were the Penticton sisters’ first-ever National Games, after three decades of involvement in Special Olympics. Jeri Lee said that competing in Special Olympics Canada Games is “a great achievement. It shows that any one of us can get to the top with hard work, working through our disabilities.” Born with a hole in her heart, Jeri Lee struggled with extreme fatigue and weakness as the side effects eventually began to take over her life. “I couldn’t pick up anything that was heavy,” Jeri Lee said during bowling practice at Thunder Bay’s Galaxy Lanes. “I was weak and I couldn’t put on my shoes. I
Signals Magazine April–June 2020
Jeri Lee Hodgins celebrating a shot in the 2019 Special Olympics BC Winter Games in Greater Vernon. Photo by Krystal Burgess
couldn’t dress myself in the morning.” Any movement she could make was difficult, because she was constantly attached to wires monitoring her heart. She underwent the much-needed surgery in 2013, recovered, and finally made her comeback at the 2019 Provincial Games, where she won the gold medal that led her to the 2020 National Games. “I’m overexcited that I’m here,” Jeri Lee said in Thunder Bay. “I feel great.”
After watching her sister go through invasive surgery and a lengthy recovery, Fae couldn’t be prouder of Jeri Lee. “She’s really succeeded; she’s changed a lot since the surgery,” said Fae. “Before, she was not breathing properly and it just brought her down—now she’s bubbly and everything else. She’s got more energy and she’s really happy now.” Jeri Lee’s goal for the 2020 National Games was to win a medal and take it
home to show their mumâ€”and to have fun. And she did all of that. She won a silver medal in singles play, helped her Team BC Bull Dogs achieve a fifth-place finish, and had fun. Jeri Lee was one of 143 Special Olympics Team BC athletes who competed with pride at the 2020 Special Olympics Canada Winter Games in Thunder Bay from February 25 to 29. Through their dedicated training and successful competing, they achieved many personal-best performances and built important skills, self-confidence and meaningful friendships. Please visit specialolympics.bc.ca to meet more SOBC athletes and learn more about the Special Olympics programs in your community.
Thank you for supporting the New Car Dealers Foundation / Special Olympics BC Auction! The New Car Dealers Foundation / Special Olympics BC Auction was postponed due to COVID-19. â€‚
To get involved in the 2021 auction, please contact Christina Hadley, SOBC Vice President, Fund Development & Communications, by phone at 604-737-3073 / 1-888-854-2276 toll-free, or by email at firstname.lastname@example.org.
Jeri Lee Hodgins receiving her 2020 National Games medal. Photo by Keegan Richard
Make Your Customers’ Memories Start Immediately Music makes memories. It’s the soundtrack to our lives and makes every moment better. The sounds of SiriusXM are designed for your customers, who you want to feel good as they drive off the lot into a bold future behind the wheel of their new vehicle. How do you get them to remember you? It’s simple—by making sure you’re ready for them. We’ve put together a series of helpful tips that will guarantee customer satisfaction when your customers push power on their SiriusXM-equipped cars:
Distribute A Channel Guide Speaking of channels, SiriusXM has over 140 channels to choose from. That’s an incredible selection of commercial-free music, plus exclusive news, talk, sports, comedy and entertainment. For those new to SiriusXM, there’s a good chance they might not know where to start. So, take five minutes and make sure they have a good look at the SiriusXM Channel Guide. They’ll be impressed with the incredible breadth of content available. You can even help them decide where to start listening.
Make Sure SiriusXM Is On SiriusXM should be active the moment your customers drive off the lot. To ensure SiriusXM is set up and ready to go, give it a test before your customers leave the dealership. Power on the radio, go to SiriusXM and toggle through the channels. If you are not able to access all 140-plus channels, use the SiriusXM Dealer Tool app or visit siriusxm.ca/resend to resend a signal and get things started.
Demonstrate SiriusXM Believe it or not, there are still drivers who haven’t been exposed to just how fantastic SiriusXM is. Why not take the time to show them how their radio works? Volume, presets, search and scan—it may seem simple, but it’s appreciated when you make sure your customers are comfortable with the functionality of their brandnew SiriusXM trial. Take them for a spin around the dial, let them know about the outstanding channels that are available, and you’ll surely leave them smiling.
Preset Channels Why not offer your customers that extra level of personalization? Find out the kind of music and entertainment they love. Maybe it’s hip-hop or classic rock, today’s hottest pop songs or classics from the ‘60s, ‘70s and ‘80s. Maybe they want the latest news while they’re driving, or to laugh out loud with some of our hilarious comedy channels. Once you discover the sounds they love, preset their channels for them. It will mean less flipping and more instant enjoyment as they hit the road. Think about how easy it is to make things that much more personal with your customers using SiriusXM. Follow our suggestions and they’ll be thinking about you and your service long after they hit the highway.
LEARN STUFF AND GET REWARDED. SiriusXM has launched an incentive-based program that is a quick, entertaining and easy way to learn about our service and how to amplify your customers’ experience. Go to sxmdealer.ca/training today to register. With the completion of each module, you will get 90 days of streaming on the SiriusXM app. There’s always something good on!
© 2020 SiriusXM Canada Inc. “SiriusXM,” the SiriusXM logo, channel names and logos are trademarks of Sirius XM Radio Inc. and are used under license. All rights reserved.
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WITH SPECIAL THANKS
The New Car Dealers Association of BC would like to acknowledge these fine companies for their support of your association’s activities. OFFICIAL SUPPLIERS
First Canadian Insurance Corporation is a national, privately chartered life insurance company that has been offering life and disability insurance coverage on consumer loans through automotive dealership financial service offices since September 1998. Since that time, the First Canadian Group of Companies has been marketing its insurance, mechanical breakdown protection and protection product programs through automotive, RV and marine dealers across Canada with tremendous success. Learn more at firstcanadian.ca
CADA 360 programs are unique. Each program is designed under the guidance of a dealer committee, and participating dealers become stakeholders in the programs. “It all comes back to you” is more than a tag line: it’s a guarantee to association members. The end result is a powerful combination of industry-leading business solutions for health and wellness benefits and exceptional dealer representation. Learn more at cada.ca/web/cada/insurance/cada https://www.shk.ca/
Michael Mason & Co. has been manufacturing and supplying for the automotive industry since 1967. It has products for every department within your dealership. Michael Mason & Co. fabricate products at factories in British Columbia, Canada. Learn more at michaelmason.ca
Signals Magazine April–June 2020
CARFAX Canada is the definitive source of automotive information, delivering vehicle history, appraisal and evaluation. Drawing on billions of data records from thousands of unique sources, its products enable used vehicle buyers and sellers to make informed decisions. Including CARFAX Canada reports with your used vehicle inventory could be that edge over the competition that you’ve been looking for. Let CARFAX Canada show you the difference, and help you sell more cars and make more money! Learn more at carfax.ca
Cox Automotive is transforming the way the world buys, sells and owns cars with industry-leading marketing, software, financial, wholesale and e-commerce solutions for consumers, dealers, manufacturers and the overall automotive ecosystem worldwide. The global company has 34,000 team members in more than 220 locations and is a partner to more than 50,000 auto dealers as well as most automobile manufacturers. Learn more at coxautoinc.ca
ADESA Vancouver’s auctions provide registered dealers, brokers, automobile manufacturers and rental agencies as well as corporate and government fleets with a complete vehicle marketing solution in British Columbia. Learn more at adesa.ca/vancouver
SiriusXM is the country’s leading entertainment company. SiriusXM creates and offers commercial-free music, premier sports talk and live events, comedy, news and exclusive talk and entertainment. SiriusXM is available in vehicles from every major car company, smart phones and other connected devices as well as online. Learn more at siriusxm.ca
ASSOCIATE MEMBER DIRECTORY
Associate Members of the New Car Dealers Association of BC provide vital products and services to Dealer Members, allowing them to do business with greater cost effectiveness, environmental responsibility, and general efficiency.
ACCOUNTING Baker Tilly WM LLP Masato Oki // 604-684-6212 // bakertilly.ca
MNP LLP Accounting Darrell Endresen // 604-949-2088 // mnp.ca
AUCTION SERVICES ADESA Auctions Canada John Macdonald // 604-232-4403 // adesa.com
EBlock Nicole Sergio // 416-853-5626 // edealer.ca
Manheim Auto Auction Company (Cox Automotive Canada) Jack Sulymka // 905-875-3522 x5441 // manheim.com
BDO Kristen Mundy // 403-205-5760 // bdo.ca
PRINT AND DESIGN SOLUTIONS
Calla Financial Services
Drive Marketing Group
Leanne MacKinnon // 604-921-4048 x122 // callafinancial.ca
CIBC Commercial Banking
Josh Chow // 604-837-3536 secondary // drivemarketinggroup.ca
Harv Craven Design
Phil Lehn // 604-665-1318 // cibc.com
Harv Craven // 604-476-0435 // harvcravendesign.com
First Canadian Insurance Corporation Darren Johnson // 250.217.5955 // firstcanadian.ca
General Bank of Canada
One Persuasion Hamish Marshall // 778-835-3715 // onepersuades.com
Marley Begg // 780-974-2829 // generalbank.ca
Ryan Bentham // 604-319-0104 // westkeygraphics.com
iA Auto Finance Denise Buott // 905-815-9510 // iaautofinance.ca
Industrial Alliance Insurance and Financial Services Inc.
John Eadie // 604-882-8220 // salgroup.com
Mike Baxter // 604-232-2405 // radiussecurity.ca
BCIT - School of Transportation
Mubasher Faruki // 604-454-2234 // bcit.ca/transportation
Stephanie Day // 604-806-5300 // lgm.ca
RESEARCH AND SHOPPING WEBSITES
Georgian College (Automotive Business School of Canada)
My Auto Lenders
Joe Lauzon // 705-728-1968 x1234 // georgiancollege.ca
Teresa Bromley // 877-279-0607 // myautolenders.com
BUILDING DEVELOPMENT SERVICES Spire Development Corporation
CARFAX Canada ULC
Shawn Vording // 866-835-8612 x2966 // carfax.ca
CarGurus Lexi Lipton // 617-315-1137 // ca.cargurus.com
Catalina Baciu // 778-231-8383 // nbc.ca
Lawrence Green // 604-432-6650 // spiredevelopment.ca
RBC Automotive Finance Group
Scotiabank Western Dealer Finance Centre
Karen Stetz // 800-268-0762 // scotiabank.com
Scotia Dealer Advantage
Brett Spector // 407-274-8390 // ironmountain.com
FLO-EV Charging Services Kim Sieminowski // 416-807-7575 // flo.com
CO-OPS Consolidated Dealers Co-Op
Aaron Young // 604-656-2965 // rbc.com/canada.html
John Hiscock // 416-288-7800 // scotiabank.com/scotiadealeradvantage
TD Auto Finance
Janette Tooley Andrade // 905-264-7022
Richard (Rick) Bessex // 778-628-7458 // TDFS.com
Leader Auto Resources LAR Inc.
Bob Grewal // 778-773-1727 // larnet.com
Western Dealers Co-Auto Mike Reid // 780-468-9552 // wdcoauto.com
Serti Information Solutions Nadine Harvey // 514-493-1909 // serti.com
Solera Autopoint Greg Laviolette // 250-896-5480 // autopoint.com
Craig Sherlock // 778-331-6243 // canadianlinen.com Barry Good // 800-668-3243 x505 // unisyncgroup.com
George Schaeffer // 519-317-3400 // reyrey.com
Canadian Linen & Uniform Service
Shawn Perryman // 604-788-8971 // vantageadvisory.ca Fab Biagini // 604-688-7208 // zlc.net
Reynolds and Reynolds
Unisync Group Limited
DMS PLATFORMS Greg Wallin // 778-838-0639 // cdkglobal.com
Randy Shepherd / 403-999-8854 // autotrader.ca
Canadian Black Book Richard Phillips // 905-413-7601 // canadianblackbook.com
Commander Warehouse Equipment Brad Daws // 604-574-5797 // commander.ca
AllWest Insurance Services
Consultant Auto 360
Renee Nielly // 604-733-7383 // allwestins.com
Kim Normandin // 514-394-1955 x508 // solutionsmedias360.com
HUB International Insurance Brokers Wayne LeGear // 604-269-1944 // hubinternational.com
Insurance Insight Neal Oâ€™Donoghue // 866-603-8666 // insuranceinsight.ca
Cox Automotive Canada Shannon Newman // 905-290-6414 // coxautoinc.ca
DealerTrack Jack Sulymka // 905-875-3522 // us.dealertrack.com
Michelle Wong // 800-613-3705 // optiombc.com
Dealer Solutions North America
Paul Lehal // 604-653-6000 // ebunch.ca
NextGear Capital (Cox Automotive Canada)
Jack Sulymka // 905-875-3522 // canada.nextgearcapital.com
Alex Wojcik // 877-248-0204 // kimoby.com
Michael J. Weiler // 604.336.7423 // ksw.bc.ca
SHK Law Corporation
Karey Davidson // 905-631-5865 // rsr-global.com
Megan Lepp // 250.859.6562 // liveperson.com
Roderick McCloy // 604-684-0727 // shk.ca
Titan Certified Canada (TOA)
OFFICIAL NCDA BILL OF SALE PROVIDER
E-CHAT AND ONLINE TEXT SERVICES eBunch
Sirius XM Canada
Rick Kingdon // 778-245-1041 // dealersolutionsna.com
Michael Mason & Co.
Dale Finch // 604-341-4933 // titancertified.com
VAuto (Cox Automotive Canada) Jack Sulymka // 905-875-3522 // vauto.com
Mike Mazgay // 416-408-6875 // sxmdealer.ca
Steve Batchelor // 250-384-7304 // michaelmason.ca
PAYMENT PROCESSING, MERCHANT SERVICES
Jack Sulymka // 905-875-3522 // vinsolutions.com
BMO - Bank of Montreal
Xtime (Cox Automotive Canada)
Bradley Warren // 604-417-0229 // bmo.com
Michael Laliberte // 1-514-446-1838 // pandapay.ca
Jack Sulymka // 905-875-3522 // xtime.ca
New Car Dealers Association of BC
NCDA_BC VanAutoShow CEVforBC
VinSolutions (Cox Automotive Canada)
NewCarDealersAssoc VIAS CEVforBC
NCDA_BC VanAutoShow CEVforBC
E W O D T A WH R U O N I D NEE EMPLOYEE ? S T I F E N E B Great service
Afford able, predict able
Lon g-t stab erm ility
Solid advisors, support
Retiree plans - dealers es - employe
Know our business
ns, o i t Op ility b i x fle
Risk t emen g a n ma
EP: Call Ka ren at CADA 1 800463-52 89 ext. 23 6
When you look closely, there really is only one option for your dealership â€“ CADA 360 Employee Benefits Only CADA 360 Employee Benefits has been created by dealers for dealers, to help you and your people prosper. And only CADA 360 includes dealer and employee retiree options. Most importantly, only CADA 360 programs support CADA and provincial association advocacy. No other benefits plan supports this protection for your business.
For more information on CADA 360 Employee Benefits and CADA and provincial association advocacy, visit cada.ca.