Page 1


Celebrating 100 Years of the

Vancouver International Auto Show



Driver Safety & ICBC An Interview with BC Attorney General Hon. David Eby PAGE 10

DECEMBER 2019: 13,428 2019 SALES: 204,277

A Q&A Interview With Jim Pattison, Part II Talking Accessibility with Rick Hansen Is Your Dealership Cyber Secure? PM40030593



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 // info@newcardealers.ca

The Pit Crew–New Car Dealers Association of British Columbia

16 10


Blair Qualey President & CEO bqualey@newcardealers.ca Shakira Maqbool Manager, Finance & Administration smaqbool@newcardealers.ca Joshua Peters Manager, Member Services jpeters@newcardealers.ca Ofir Sapoznikov Membership and Operations Coordinator info@newcardealers.ca



Roni Sapoznikov CEVforBC™ Program Administrator cev@newcardealers.ca Beatrice Francu Accounting Assistant accounting@newcardealers.ca

Vancouver International Auto Show Jason Heard Executive Director jheard@vanautoshow.ca 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 jpeters@newcardealers.ca


President’s Message


New Members

For subscriber inquiries, please contact: info@newcardealers.ca


Member Benefits

10 Cover Story: Keeping Our Roads Safe An interview with the Honourable David Eby, BC Attorney General


Government Advocacy BC Legislature Update 2019

12 Industry News VSA Strategy Update Penny Sakamoto, Group Publisher 818 Broughton Street, Victoria BC V8W 1E4 psakamoto@blackpress.ca 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.

15 Car Buzz Latest Launches 18 Legal Line 23 Cars and Jobs 24 Special Olympics BC 25 CEVforBC - Updates

16 Vancouver International Auto Show Mark your calendars as the countdown to the 100th anniversary begins—there’s lots to celebrate! 17 It’s All About the Customer A Q&A with VIAS Honorary Chairman Jim Pattison 20 Is Your Dealership at Risk? Preventing credit card and cybersecurity breaches 26 Preventing Burnout Early action is key, says the Canadian Mental Health Association 27 How to Make Your Dealership More Accessible Tips from the Rick Hansen Foundation

On the Cover: Counting Down to the 100th anniversary of the Vancouver International Auto Show, marking 100 Days at the Vancouver Convention Centre. Photo Credit: Chung Chow/Business in Vancouver.





“BC’s new car dealers remain the most entrepreneurial, hardworking and smart business folks I have ever encountered.”

Prepare for the most unique and exciting 100th anniversary Vancouver International Auto Show ever! As we look ahead into the 2020 New Year and reflect on a decade that has now shifted into the rearview mirror, the New Car Dealers Association of BC is preparing for its biggest event in its history. When you are given the opportunity and privilege of celebrating an incredible 100 years of the retail auto sector in BC, as well as the annual gathering of the best of global manufacturers and the technology that continues to change everything in our sector, you want to make sure you have the best people to help you and the most incredible selection of vehicles for our guests to see—both looking back 100 years but, more importantly, to the decades ahead. We are honoured to have the one and only Jimmy Pattison as our Honorary Chairman and Grand Marshal of the 100th show. We also have a passionate and talented NCDA Board of Directors and Auto Show Committee. This group is supported by our incredible NCDA staff team who make miracles happen every day, and a great auto show team with Heard Productions working to support the overall vision. So, we know we have the talent side covered very well! On the vehicle side, our team has been working many long hours—in what has become a very challenging period for auto shows—to make sure we have an unprecedented collection of the most incredible

vehicles you will see under one roof in BC for another 100 years! With competition and cost pressures increasing, vehicle manufacturers continue to battle for their lives, leading to the abandonment of several auto shows in Canada and their brands’ local fans. But we are looking forward to delivering the best auto show ever! With unprecedented media interest, incredible special guests, fantastic vehicles, a wealth of information on the latest technology and vehicle features, an expanded CleanBC Go Electric Test Drive and a whole lot of fun, the 2020 VIAS is going to be something very special and unique. This year’s show will kick off on opening day with a vehicle procession featuring cars from the past 100 years and led by Jimmy Pattison and other special guests, who will join us as we cut the ribbon to open the 100th anniversary show. Later that evening, we will throw a big opening party with a roaring ‘20s theme. Here, we will present awards in several categories and enjoy fine food and beverages with the best view of any auto show venue in the world! I look forward to welcoming you to our very special 100th edition of the auto show —best auto show ever — taking place March 25 to 29 at the beautiful Vancouver Convention Centre West.

Member Survey Late in 2019, we engaged an independent

2019-2020 New Car Dealers Association of BC Board of Directors


Jeff Hall Chairman

Ryan Jones Vice-Chairman

James Carter Treasurer

Blair Qualey President & CEO





Peter Heppner

Ben Lovie

Anthony Lunelli




Signals Magazine January–March 2020

Jim Inskter Past Chairman

Mark Edmonds

Justin Gebara



Peter Sia

John Wynia

Adam Hill

Erik Jensen





firm, Return on Insight (ROI), to survey our members on the issues that were important to them. (Details can be found on page 8.) The results show engagement with the NCDA is high, and both Signals and our newsletter are well-read and well-received. We were also able to identify the areas in which our members want us to focus on or continue focussing on (like the luxury tax) as we move into the new year. We are grateful to those members who took the time to respond to our survey and we are planning our activities and focus to make sure we are meeting the needs of our members.

Provincial Budget

of qualifying electric and plug-in hybrid electric vehicles. With BC leading North America on the per capita adoption of electric vehicles, we need to continue the plan that works: purchase incentives for EVs that bridge the price differential with equivalent gas vehicles; strategic investments in public charging stations where people live, work and play; and ongoing investments and commitment to the education of consumers and EV dealer salespeople to insure everyone has the information they need to help make an informed purchase decision.

A Look Down the Road Ahead

The provincial budget will be unveiled on February 18 and we will be in Victoria for the budget lock-up and related activities. We look forward to the results of a formal review of the Luxury Tax commissioned by BC Finance Minister Carole James. As the only industry in which our members and their customers are subjected to an unfair luxury tax since the 1990s (and set when vehicle prices were much lower), it’s time for a serious adjustment to the tax. When you can buy a $1-million RV or boat and not have to pay any luxury tax, but folks needing a $57,000 pick-up truck in Northern BC have to pay a luxury tax. It’s just not right and it’s not fair. We also look forward to a further commitment by the BC government to continuing incentives for the purchase

The first issue of Signals each year comes with an expectation that I will bring out my crystal ball and divine the future of our BC sector for the year ahead. Our industry has been fortunate to have many years of record-setting sales but, as a cyclical industry, this cannot always continue. To quote industry prognosticator Chuck Seguin, who authored the study commissioned by our national Canadian Automobile Dealers Association (CADA), titled Driving the Road Ahead, A View into The Future Of Canadian Automobile Retailing, “Canadian auto dealers are coming off a 10year period of improved prosperity. This is about to change. Automobile dealers are entering a period of reinvention led by consumer-enabled technology, empowered consumers and continuing advance-

ments in retail and finance communities. There are headwinds on the horizon.” There is no question that our sector is undergoing significant change. But as Chuck Seguin suggests in his study, “as populations grow and communities evolve, so will transportation needs. The number and types of Canadian dealerships will increase to meet increasing demand. There will be more dealership locations, many smaller, as remote stores and service outlets emerge.” As I have experienced over the past 11 years, through economic downturns to record sales, BC’s new car dealers remain the most entrepreneurial, hardworking and smart business folks I have ever encountered. There is no question they have got this. I look forward to seeing how they evolve and adjust their businesses to make sure their customers have the best experience possible. I look forward to sharing the exciting developments as we celebrate this incredibly vital sector at the 100th edition of the Vancouver International Auto Show. See you on the road ahead!

Blair Qualey President and CEO New Car Dealers Association of BC n bqualey@newcardealers.ca

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

Ryan Jones

David Jukes

Moray Keith








Anthony Lunelli

John MacDonald

Blair Qualey




Larry Ranger

Sharon Rupal

Peter Sia

Zack Spencer







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! Leader Auto Resources LAR Inc. is the largest new vehicle dealer-franchised buying group in North America, whether ranked by sales, profits, number of dealers, geographical imprint or range of products and services. Since its inception, LAR has been committed to providing excellent service while remaining at the leading edge of innovation and maintaining a steady expansion in its range of goods, services and facilities to meet the ever-changing needs of its members. Today, LAR serves nearly 2,000 dealerships in Canada and the United States.

LivePerson Automotive — The Conversational Dealership. No car was ever sold or serviced without a conversation, and today’s shoppers and owners prefer messaging over all other forms of communication. LivePerson Automotive gives dealers powerful messaging tools to win more customers, deliver higher-quality experiences and increase customer loyalty. LivePerson Automotive provides unique and exclusive integrations with various other messaging platforms that are not available with any other “chat” provider.

Contact Bob Grewal, Territory Manager (British Columbia), Cel: 778.773.1727  Email: bgrewal@larnet.com 

Contact Megan Lepp, Senior Account Executive, Tel: 250.859.6562 Email: mlepp@liveperson.com

KSW Lawyers was founded in 1973 and primarily served clients in Surrey in matters of business law and real estate. Since that time, the firm has grown in size and scope, with offices in Surrey, White Rock and Abbotsford serving clients throughout the Fraser Valley and the Lower Mainland. KSW Lawyers have extensive experience representing clients in all forms of dispute resolution, including mediation and arbitration, in addition to services in negotiation or litigation.

Westkey Xibita is the largest independent hightech printer in Canada, providing clients with an array of products, including wide format, roll product, packaging and displays, digital print, business forms, labels and commercial print. Under the Westkey brand, Xibita and ThinkingBox specialize in graphics, environments, trade show/marketing displays, custom fabrication, plus VR (virtual reality), AR (augmented reality), 360 video production, digital, creative and strategy, installations, content and social media.

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Signals Magazine January–March 2020

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The Vancouver International Auto Show: Member Survey Shows There Is Something For Everyone — Especially Dealers BRUCE CAMERON, COLUMNIST, BLACK PRESS MEDIA “From vintage displays showcasing each decade of the last 100 years to exhibits forecasting what the future holds, the 2020 VIAS has something for every member of the family,” says Jim Pattison, the Honorary Chairman of the 2020 Vancouver International Auto Show. While the excitement among consumers for the 2020 VIAS continues to build, industry members from dealerships around BC are also excited about the possibilities, according to the latest NCDA membership survey results. According to the survey, undertaken late last fall by independent research company Return on Insight, dealers are most impressed by the usefulness of the VIAS in showcasing brands (72 per cent) and launching new vehicles (70 per cent). But they also find the auto show useful in increasing brand exposure for their dealerships (62 per cent). Over half of dealers also think that OEM incentives, provided to pass on to consumers, are useful (55 per cent). Ultimately, auto shows are intended to sell vehicles, and recent research indicates that over half of BC dealers think the VIAS is useful for prompting showroom visits (55 per cent) and increasing the sale of vehicles (54 per cent). While it is sometimes difficult to pinpoint the exact effects of different forms of promotion on the consumer purchase cycle (from consideration to sale), there is no doubt that auto shows play a key role. In fact, nine out of 10 consumers (89 per cent) who attended the 2019 Vancouver Auto Show indicated in a follow-up survey that attending the show helped in their decision to buy a vehicle. Further confirmation of the impact of the auto show is the fact that 40 per cent of show attendees actually did purchase a new vehicle after the show and a further 42 per cent intend to purchase a vehicle. So for impact and effectiveness, the VIAS is an opportunity not to be missed. Perhaps that is why almost all of the 2019 attendees plan to return to see the 100th anniversary event in March 2020.


Signals Magazine January–March 2020

Figure 16

Usefulness of the VIAS “How useful do you find the following aspects of the Vancouver International Auto Show?”

Very Useful Increasing Media Coverage of a Particular Brand or Model Assisting in Launching a New Vehicle Increasing Dealership Brand Exposure Receiving Incentives from OEMs for Consumer Redemption

Somewhat Useful 38%



Increasing Sales of Vehicles









Prompting Showroom Visits After the Show








NCDA Member Engagement Survey, November 2019

Figure 17

Impact of the VIAS Separate Survey Questions Asked of 3600 attendees to the 2019 Vancouver International Auto Show

Yes Purchased a New Vehicle After the VIAS

Attending VIAS Helped in Decision to Buy a Vehicle

Plan to Return to VIAS in 2020

Plan To






3,600 people who bought online tickets to the 2019 VIAS were asked follow up questions 6 months afterward. A total of 819 responded (a 23% response rate). • 23% attended the VIAS with a specific vehicle in mind • Among those, 17% did buy that vehicle, 14% changed their minds NCDA Member Engagement Survey, November 2019

Thanks to support from If any dealership did not receive their copy, please the CADA, the NCDA’s contact the NCDA office at Salary and Compensation 604.214.9964 or by email: Report was provided to info@newcardealers.ca member dealers in fall 2019.


BC Legislative Update As the 2019 Fall session of the Legislature ended in Victoria, it marked the end of a busy-but-productive year for the New Car Dealer’s Association (NCDA). At the forefront of our efforts this past year was advocating for ongoing funding of the Clean Energy Vehicle Program (CEVforBC), ICBC incentives for advanced technology in vehicles and review of the luxury tax. In 2019, CEVforBC was a cornerstone of the BC government’s CleanBC Program and as a province, we reached a significant milestone by having over 30,000 EVs on the road. Moreover, EV sales in BC are the highest per capita in all of North America, out-pacing both Quebec and California. In the spring, the province and ICBC announced that they would soon be implementing insurance discounts for vehicles with enhanced braking systems. ICBC is hoping that these new safety features will help reduce the number of accidents and, at the same time, help reduce the cost of insurance for thousands of British Columbians. In June, the NCDA presented to the provincial government’s all-parliamentary Select Standing Committee on Finance and Government Services. Central to our presentation to this committee was the government’s luxury tax on vehicles, especially work trucks, and the surtax on luxury vehicles. Importantly, we made it clear that no other items except vehicles are subject to a luxury tax. As a result of our presentation, the committee recommended that the Ministry of Finance conduct an extensive review of the luxury tax structure. The results of the review are expected in the 2020 BC Provincial Budget coming in February. In early summer, Peter German released his long-awaited report on money laundering activities in BC. One main focus of his report was on suspicious transactions at BC’s casinos and in the real estate market. But the NCDA was actively involved with the province in assisting German and the Attorney General’s office to understand how new car dealers handle vehicle transactions, especially in regard to luxury vehicle sales. Looking ahead to 2020, here are a few things we’ll be watching. The winter

Blair Qualey, NDCA President and CEO, in Victoria with BC MLAs, including BC Finance Minister Carole James, ministers Melanie Mark and George Heyman, federal NDP leader Jagmeet Singh, and BC Premier John Horgan. Photos NCDA Files

session resumes on February 11 with the Throne Speech, followed by the budget the next week on February 18. We’re excited about hosting the 100th anniversary of the Vancouver International Auto Show in March 2020. We’ll also be hosting a number of elected officials during the show. As well, we are actively

planning another year of extensive meetings and activities with the Province of BC. Later in the spring, we will be in Victoria for our annual provincial government lobby day and later in the year, we will be back in Victoria at the Union of BC Municipalities Convention, which is scheduled for September 21—25.  newcardealers.ca




Keeping Our Roads Safe to them in the form of benefits, whether that’s lower rates or better services, or both.

tiple expert reports that cost as much as $5,000 to $10,000.

What are you expecting to accomplish before the next election?

What are your goals for improving road and traffic safety? ICBC rebates for vehicles that are safer on the road because they have enhanced braking systems? What other steps are you prepared to take to improve traffic and road safety in our communities?

Going into the next election, I’d like to say that ICBC has stable finances, and that we’ve re-established affordable car insurance rates for British Columbians after the mess we were left with when we took office in 2017. I think these goals are realistic, but there’s a lot of work ahead. It’s important to be pragmatic about timelines in a minority parliament—it’s not always up to the governing party in a minority situation when the next election will happen!

A Q&A with the Honourable David Eby, BC Attorney General David Eby was elected MLA for Vancouver-Point Grey in 2013. He was re-elected in 2017 to serve a second term in the BC Legislature and appointed to his current role as Attorney General by Premier John Horgan. Before he was elected, David was the executive director of the BC Civil Liberties Association, an adjunct professor of law at the University of British Columbia and president of the HIV/AIDS Legal Network. He also served on the Vancouver Foundation’s Health and Social Development Committee. He is an award-winning human rights lawyer and has appeared at all levels of court in BC.

What is your vision for ICBC? For decades, ICBC has provided affordable insurance to British Columbians, and also provided all of the benefits that flow from having an insurer interested in improving road safety directly connected to the Ministry of Transportation. It has also contributed to BC’s economic success through all of the economic activity and social benefits generated by having its head office in our province. My goal is to bring ICBC rates back to affordability for BC drivers while stabilizing the organizational finances of this important public asset. More of the money paid by drivers for insurance needs to go back


Signals Magazine January–March 2020

What are you currently working on to make ICBC more viable? Our initial round of reforms has stabilized ICBC’s finances and brought us from billion-dollar losses to within striking distance of breaking even. We’ve done this while introducing a series of reforms that dramatically improve benefits for those who are injured. We recently doubled the overall medical care and recovery cost allowance to $300,000. People who are injured are now entitled to higher wage loss benefits and more money for household support. Also, more types of treatments are covered for the market rate that treatment providers charge—instead of at a rate set in the 1990s and not updated since then. While we’ve had successes, we’ve also had setbacks. An important, cost-reducing reform to how expert witnesses are used in court was struck down late this year. We’ve had to go back to the drawing board on that reform, and we will be introducing changes to the Evidence Act in the spring that will limit the number of adversarial expert reports, but also include limited judicial discretion to allow additional experts in appropriate cases. We’re also looking at other reforms to drive legal costs down. One in four dollars collected by ICBC goes to legal administration costs. With our springtime amendments, I expect to achieve savings for ICBC, as well as reduce costs for crash victims to help them keep more of their benefits instead of seeing that money go to pay for mul-

Improving road safety is important, and long-term reform is needed in our province not just to drive ICBC costs down, but to ensure that our friends and family members come home safely at the end of each day. We have a number of initiatives to address this important issue. One of the initiatives is a telematics pilot, where ICBC hopes to recruit up to 7,000 eligible drivers to assess if appbased technology can improve driving behaviour and, as a result, make our roads safer. This pilot will be live and underway early next year. We have added speed detection to red light cameras to detect vehicles speeding above a designated threshold at high-collision intersections. Big signs leading into the intersections warn about the cameras —the goal is not to increase revenue, it is to get people to slow down before they drive through these high-accident, high-fatality zones. Another initiative to improve road safety is a new high-friction pavement treatment on roads. High-friction surfaces are now in place at 14 high-collision locations in the Lower Mainland and on southern Vancouver Island as part of a pilot program. This special pavement toughens the road surface to reduce skidding and helps vehicles come to a complete stop, quickly and safely, without rear-ending the vehicle in front. If the treatment produces productive results, we will use it more broadly in the province. ICBC is also offering up to a 10 per cent discount on premiums for vehicles with Autonomous Emergency Breaking—a safety feature that anticipates when a vehicle is about to have a front-end collision and automatically engages the breaks without any action from the driver. Having this feature in vehicles helps make the roads safer.

You have been Attorney General for just over two years now. How have you been able to change the ministry? Government? It’s not about changing the ministry or government as much as it’s about making life better for British Columbians. I’m really proud of our track record over the past two years. We’ve stepped up to increase support for legal aid, something that was neglected for far too long. We’re setting up new legal clinics to provide free legal help to people on issues like poverty, housing, immigration and disability. We’ve also re-established the Office of the Human Rights Commissioner to promote and protect human rights, and we are working with our Indigenous partners on transformative change in the justice system. And we took, very seriously, the impact of money laundering on our economy and our communities, commissioning three independent reports and launching a

public inquiry to get answers; but beyond that, we’ve banned unsourced bulk cash transactions in our casinos, increased regulatory enforcement at gaming facilities, and supported law enforcement efforts related to gaming and money laundering in the province through a new suspicious transaction review team.

How can BC’s New Car Dealers help you in your work on public safety, including your distracted driving initiatives? Educating your clients about choosing advanced safety features in vehicles will help reduce injuries and collisions, and will also save them insurance money. Encouraging your buyers to make good safety choices when choosing a vehicle will benefit everyone. 

Contact Minister Eby: AG.minister@gov.bc.ca / 250-387-1866 The Honourable David Eby and NCDA President and CEO Blair Qualey. Photo NCDA Files

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A Focus on Regulatory Excellence Delivering Measurable Outcomes for British Columbians LOREE GRAY, PRESIDENT OF THE VEHICLE SALES AUTHORITY

Earlier this year at the Vehicle Sales Authority (VSA), we revised our strategic plan to reflect the changing needs of industry, consumers and VSA employees to ensure we remain equipped to deliver on our mandate. Out of the review, we strengthened our focus in the area of “regulatory excellence” with the goal of proactively and collaboratively supporting our industry partners. This renewed focus started with the reorganization of the Compliance team into the Industry Standards and Investigations teams, as we indicated in the last issue of Signals. Regulatory excellence is about not being content to simply regulate as we have for the past 15 years. It is about becoming a regulator that continually improves our work, building strong relationships with industry and other partners to position ourselves for the next decade of regulating in the motor vehicle sales industry.


Signals Magazine January–March 2020

In order to achieve Regulatory Excellence, we must: n be open and transparent; n better explain how decisions are made and the reasons for our decisions; n improve our relationships with industry stakeholders and British Columbians; and n ensure that the industry has the skills and tools to carry out responsibilities. In short, the VSA needs to have three key attributes—utmost integrity, stellar competence and inclusive engagement with industry and consumers. By embodying these attributes, the VSA can ensure that it is a collaborative, transparent and fair regulator that delivers measurable outcomes for British Columbia.

Introducing the New Industry Standards Officers We want to share more about the role of the Industry Standards Officer and how this role will build collaborative partnerships with

Improving Communications and Education To ensure Industry Standards Officers have access to the right materials and communications to support the industry, the VSA Operations team has also been evolving to meet the needs of this focus on regulatory excellence. Two new roles, one in Learning and one in Communications, were created from existing staff complement to support the expanded role Communications and Learning need to have to ensure the success of our Regulatory Excellence goals. Our new Learning Specialist, Aaron Solly, brings expertise in adult learning and coaching that will help ensure our education modules are built considering the needs and motivations of adult learners. Using modern technology to support delivery, we want to build engaging and informative material that is timely, relevant and easily understood. Jas Purewal, our new Communications Specialist, is already hard at work gathering feedback about our current communications approaches, and looking for ways to improve how we communicate. Our goal is to create easy-to-understand messaging that reaches dealers and salespeople at the right time and ensure they can meet the needs of the regulatory framework. Industry Standards Officers will work closely with these two team members to share feedback and questions that they encounter so that we can be continuously improving the messaging and materials that support industry. This continuous feedback loop ensures that we can respond to feedback and concerns to better partner with you.

2020 Continuing Education Module

industry. The objective is to proactively address the needs of the industry to ensure compliance with the regulatory framework in which we operate. Chris Coleman, the Manager of Industry Standards, is leading the team to connect with industry in a collaborative way. By providing proactive assistance, educational material and support to industry on recommended practices, Chris believes that the new Industry Standards team will deliver a positive impact. “We hope that by focusing on education we can help to create awareness ahead of potential compliance issues,” said Chris. “Part of our approach is to be more proactive in building relationships with the industry and be more accessible so we can strengthen its regulatory knowledge.” You can expect to meet Industry Standards Officers out in the field visiting dealerships, conducting inspections and working with you to help prevent issues from arising. We believe that by proactively assisting dealers and salespeople we can help you save time and money otherwise spent on resolving consumer complaints or fulfilling compliance action. With a better awareness of the regulatory requirements, dealers will operate and grow in a way that is sustainable and meets the needs of consumers in BC.

In keeping with this strengthened focus and our desire to provide relevant education based on compliance trends and questions from industry, we are pleased to share the focus for the 2020 CE module which will be launched in February for licensees to take. This year’s module will focus on issues that pertain to business offices in dealerships. Topics will include: Consumer Credit Disclosures, Distance Sales, Privacy Reminders and Anti-Money Laundering Overview. More details on the final timeline and requirements for the CE module will be communicated to all licensees in the next few weeks. Stay tuned! We appreciate the feedback that dealers have provided to us over the past 18 months. This feedback has helped to shape our industry outreach strategy and focus. By ensuring we have the right level of support for dealers in meeting their requirements under the various acts that govern the motor dealer landscape in BC, we can work together to provide a transparent and safe car-buying experience for British Columbians.

VehicleSalesAuthority.com Tel: 604.574.5050 #280 – 8029 199th Street, Langley, BC V2Y 0E2



100 CARS IN 100 DAYS

DONATE A CAR TODAY TO SUPPORT YOUR INDUSTRY TOMORROW! From now until March 25th, our goal is to raise 100 donated vehicles from BC dealers before the 100th annual Vancouver International Auto Show! ADESA Vancouver & TradeRev of KAR Global are offering $0 sell fee for donated vehicles & all proceeds are going to the New Car Dealers Foundation of BC. Contact your ADESA or TradeRev rep today to sell your donated vehicle!


NCDA Awarded for Environmental Leadership The award recognizes businesses that exhibit significant proactive concern for, and proven success with, conducting better practices to decrease environmental impact. The New Car Dealers Association of BC (NCDA) has been honoured with the 2019 Greater Langley Chamber of Commerce Business Excellence Award for Environmental Leadership — but it’s an honour the association is quick to share with its new car dealer members, the provincial government and consumers. As the NCDA notes, each of these has helped transform BC into a national leader in clean energy vehicle adoption. “BC’s new car dealers have long been at the forefront of environmental transformations, providing the opportunity for BC consumers to consider more environmentally friendly choices. And this has helped British Columbia become known as an environmentally progressive province,” said NCDA President and CEO Blair Qualey. “No single group or association can achieve success in isolation, and we look forward to continuing to work with the provincial government and British Columbians to create environmentally sustainable transport options.” This prestigious award recognizes the partnership between the Province of British Columbia and the NCDA, which administers the highly successful CEVforBC™ Program on behalf of the government. Through this program, BC has become a leader in electric vehicle adoption, as well as the envy of other jurisdictions.

New car dealers play a pivotal role in reducing the percentage of BC’s greenhouse gases from light duty vehicles (14 per cent). Through the NCDA’s partners such as the BC Scrap-It Program, over 40,000 older and higher-polluting vehicles have been scrapped. BC’s new car dealers also play an important role in general education and awareness for consumers. The Greater Langley Chamber of Commerce’s Business Excellence Awards celebrate business excellence in the Langley community, recognizing businesses, businesspeople and non-profit organizations that demonstrate outstanding innovation, growth, ethics, customer service and contributions to the community. “The Greater Langley Chamber of Commerce first presented the Environmental Leadership award as part of the annual Business Excellence Awards in 2010,” explained Colleen Clark, CEO. “The award recognizes businesses that exhibit significant proactive concern for, and proven success with, conducting better practices to decrease environmental impact. We are proud to add the New Car Dealers Association of BC to our list of worthy recipients.” The NCDA extended thanks to the Greater Langley Chamber of Commerce for this honour and to the Province of BC for ongoing support. For more information, visit: langleychamber.com/business-excellence-awards. 

CAR BUZZ: New Car News Winter 2020 Keep your eyes on the road for these brand new vehicles, coming your way this winter: Land Rover Defender

Ford Bronco Makes a Comeback

2020 Hyundai Sonata

The Land Rover Defender is a stylish nod to automotive tradition, like the Toyota FJ Cruiser and the soon-to-be-released VW Microbus. Land Rover’s re-make of its historic Land Rover Defender traces its origins to 1948, but with loads of technological and engineering upgrades, it promises to establish a new standard for the iconic brand. It will be available in four-door format in early 2020, with the two-door model arriving later in the year.

Another iconic brand drawing on history is the Ford Bronco, re-imagined for 2020. Secrecy and speculation have swirled around the Bronco since Ford announced in 2017 that it was revisiting the Bronco vehicle retired from production in 1996. In some versions, it is even envisioned with a pick-up bed, like the popular Ranger series. Whatever the final form it takes, the Ford Bronco is sure to kick up a fuss when it arrives some time in 2020.

The re-designed Hyundai Sonata is packed full of interior features—like an improved infotainment console—prompting US News to say “it has one of the nicest interiors in the class, with a lengthy list of standard features and plenty of space for both driver and passengers.” On many car sites, it ranks in the middle of rankings in the mid-size class, with the interior making up for what is deemed to be an average degree of engine performance. 





Get Set to Motor Into the 100th Anniversary Vancouver International Auto Show! UNVEILED and DISTINCTION events planned for opening day It’s show time! Make sure March 25-29 is circled on your calendar and prepare for five days of thrilling sights and experiences at the 100th anniversary Vancouver International Auto Show, taking place at the Vancouver Convention Centre West. To purchase tickets and for information on opening hours, how to get there and other tips and facts, visit VancouverInternationalAutoShow.com. VIAS organizers are thrilled that the 100th anniversary show will kick off with a procession through the city, and feature vehicles from each decade of the VIAS. Grand Marshal and Honorary Chair of the 2020 Vancouver International Auto Show is Jimmy Pattison, one of the most impactful contributors to the auto sector in Canada. “I’m very proud of our own involvement in the automotive industry. It’s where our company began back in 1961,” Pattison said. “Today, the automotive industry remains the heart of our organization—please join me in supporting and attending the worldclass 2020 Vancouver International Auto Show!”

UNVEILED For dealer members, associate members, manufacturers, government, media and friends of the New Car Dealers Association of BC, there are two spectacular opening day events. UNVEILED is returning in style to celebrate the opening night of the 100th anniversary of the VIAS and take a trip back to the glamour and opulence of the roaring 1920s. Opening night celebrations will be held on the second level of the Vancouver Convention Centre West. Guests are invited to take a short escalator ride to the auto show floor and all of its opening night action!


Signals Magazine January–March 2020

UNVEILED is a reception-style event. There will be plenty of food stations and bars, so bring your appetite. Each event ticket includes two drink tickets. The event takes place Wednesday, March 25, from 5 to 9:30 pm (the Auto Show runs noon to 9:30 pm) at the Vancouver Convention Centre West, Level 2 Ocean Foyer. (Guests should enter at the Burrard Street entrance. Dress code is semi-formal and 1920s inspired. Early bird tickets (until February 29) are $175 and regular price tickets are $200. Ticket sales close March 6. For more information on the event, please contact Corrine Wilson (events@newcardealers.ca) .

DISTINCTION: Celebrating Excellence Taking place just prior to UNVEILED, DISTINCTION: Celebrating Excellence gives guests a chance to enjoy a beverage while cheering on the many award recipients who will be honoured at this pre-party event. The New Car Dealers Association, its board and sponsors look forward to presenting the Community Driver Awards (thanks to support from Black Press Media),  BC Salespeople of the Year Awards,  Green Star Awards  and  Automotive Dealership Management graduates from the Automotive Business School of Canada. These are prestigious awards, and the room will be filled with the best-of-the-best in the industry. DISTINCTION takes place March 25, 4:30-5:30 pm (doors open at 4 pm; awards at 4:30 pm) at Vancouver Convention Centre West, Level 2. Dress is semi-formal. There is no additional fee to attend, but guests must have a ticket to UNVEILED. 

Thanks to KAR Global (ADESA/TradeRev) for UNVEILED support


It’s All About the Customer Automotive icon Jim Pattison chats about the past and future of the industry Blair Qualey, President and CEO of NCDA BC, recently sat down with Jim Pattison, Honorary Chair of the 100th Vancouver International Auto Show, to talk about the challenges and opportunities facing the automotive industry. Blair: You got your start many years ago

Blair: What were your challenges in

in the automotive business and you’re

building an outstanding business all

still involved today, so what are you see-

over the world, and what do you see as

ing in the business now, and where do

the biggest challenge going forward?

you think it’s going in the future?

Jimmy: Well, my biggest challenge histor-

Jimmy: Well, the car business has been

ically was the world of finance…where do

hugely responsible for our company. I worked at a used car lot, first washing cars and then selling cars. Then I got a job working with a General Motors dealership, BowMac McLean in those days, and also at Nash. In my opinion, the opportunities for young people today, with all the things that are changing, have never been better. Any time you’ve got a big shift in an

I borrow the money? When I started out, I needed a bank to believe in me, initially for $40,000. Then, as time went on, I got more confidence to borrow more money and I built a track record. So if you’re going to grow, you need financing: you have to spend money to have people to manage the business and you need good-quality people. It all started with borrowing money and I ran the business myself in those days.

industry—which is happening now with

Blair: So going forward, aside from fi-

electric cars and all of that type of thing—it

nancing, which may not be as important

creates a whole new level of opportunity

to some dealers today, what headwinds

for young people.

do you see out there and what opportu-

The car business changed the whole

nities are there?

and then when something goes wrong, not having someone to talk to about it. Blair: So, going forward, where do you see your side of the automotive business? Are you growing? Are you expanding? Are you taking a wait-and-see or a full-steam-ahead approach? Jimmy: We’re still looking at buying franchises that might add to our business. We’re in the market today and looking at what we can add to our group. We’re looking at the right geographic and market fit for new franchises. Blair: A lot of people I talk to, including government decision-makers and consumers, are talking about the uncertainty in the world, south of the border, in China and Hong Kong, and with things like Brexit. How do you see those things impacting the business going forward? Jimmy: Well, it creates uncertainty. I’ve never seen so much upheaval as we have in the world today, and with uncertainty you lose confidence. I think we’re seeing some of that right now. Blair: So what do you recommend to car dealers? How are you managing this? Jimmy: We’re managing to deal with it by doing what we’ve always done—which is focus on customer service. Nothing happens until somebody sells something. In some cases, we’re not doing as well as I’d

of North America. Think of all the great

Jimmy: Well, there are always opportuni-

things that have occurred with mass pro-

ties. The question is what will work and

agers to help fix problems. Because when

duction and all the things that came out of

what won’t? There’s no substitute for hard

you’re in business, you are always going to

the car business to raise people’s standard

work. The thing I’ve found is to be honest

have some kind of problem, but the busi-

of living. Cars have made a huge, huge

and work hard, and the harder you work

nesses that succeed are the ones that deal

impact on the history of the world.

the luckier you get. The people that do the

with the problems successfully.

like us to do…but that’s why we have man-

best and are the luckiest get there because Blair: Do you see that changing at all now? Jimmy: It’s going to be massively differ-

they’ve worked the hardest.

Blair: What advice would you give to young people looking at a career in the

Blair: Now in the auto business we have

automotive business?

some folks who don’t follow the dealer

Jimmy: Be 100 per cent honest; tell the

franchise model and there are all sorts

truth no matter what. We spend a lot of

of questions about where the industry is

time in our company talking about the

going, like whether it will be direct-sell-

customer, customer, customer to our

ing by manufacturers. You have had a

management team. Always go the last

franchise dealer model for many years,

mile for your customer. Some are really

so do you still see the value of having

unreasonable and discourteous. Just keep

dealerships versus corporate stores?

going, put your head down, take the abuse

Blair: For the benefit of the dealers read-

Jimmy: Well, you won’t get the same service

and say, “I’m sorry, what can we do to make

ing our magazine, what do you think is

in a direct model compared to a dealership,

it right?” Then break your neck to make it

the most important thing to focus on in

where you get to know the people who ser-

right and go the extra mile. That’s the key

the automotive business?

vice the car and people who care a lot about

and that’s what’s built our business—the

Jimmy: That’s easy. Looking after your

you when something comes up. I can’t

focus that we’ve had on the customer.


imagine buying an expensive item like a car

That’s all we preach! 

ent. You have more people going here, going there, whether it’s long trips or short trips. But it all comes back to transportation, one way or another. So I don’t know how it’s all going to end up, but wheels are going to be important and it’s going to be an exciting time.




OVERTIME Exclusions from Section 40 of the Act

Matthew B. Wansink


As an employer, your biggest asset is often your employees. Not surprisingly, employee wages are also one of an employer’s biggest costs. In this article, we’ll look at legislative rules governing overtime wages and, more specifically, key overtime entitlements and exclusions in the case of employees paid by hourly wage.

While Section 40 of the Act requires employers to pay overtime wages, there are three instances where this requirement is waived, at least in part:

Averaging Agreements The first important exclusion to section 40 of the Act arises in the case of averaging agreements. While such agreements do not eliminate overtime wage requirements, they do allow an employer and an employee to agree to a work schedule of up to 40 hours in a one-week work schedule, or an average of up to 40 hours in a two- to four-week work schedule, without weekly overtime. A daily work schedule in an averaging agreement results in daily overtime when scheduled hours worked exceed 12 hours. Among other requirements, an averaging agreement must be in writing, signed by both the employer and employee, and specify the number of weeks over which the agreement applies, as well as the agreed-upon work schedule for each day covered.

When is Overtime Payable? Rules governing overtime entitlements are addressed in Part 4 of the Employment Standards Act (the “Act”). According to Section 40: An employee who works more than eight hours in a day must be paid 1.5 times his/her regular rate of pay for any time worked over eight hours, and up to 12 hours in a day. An employee who works more than 12 hours in a day must be paid double his/her regular rate of pay for any time worked over 12 hours in a day. An employee who works more than 40 hours in a week must be paid 1.5 times his/her regular rate of pay for the time worked over 40 hours in the week. When calculating weekly overtime wages, only the first eight hours worked each day are counted towards the 40 hours in the week. It is important to recognize that, for the purposes of calculating overtime wages, daily overtime is calculated separately from weekly overtime.

Penalties If an employer is found to have breached its overtime obligations under the Act, it may be liable for the overtime wages that should have been paid to the employee in the six months preceding the complaint. In other words, the employer’s liability for overtime wages is generally limited to six months of unpaid overtime wages. This liability is important for two reasons. First, under the Act, unpaid overtime wages constitute a lien and secured debt over all the real and personal property of the employer, including money due to the employer from any source. Where money is owed to the employer by a third party (i.e., by a customer), demand may be made on that third party to pay the money to the employee (for the amount of the unpaid wages). Moreover, to the extent that the lien exists, the employer’s assets may be seized and sold to pay the amount of the overtime wages owed. The Act also permits interest, collection costs and other fees to be added to the debt. Directors of an employer may also find themselves personally liable for an employee’s unpaid overtime wages. While not exposed to the same liability as the employer, “a person who was a director or officer of a corporation at the time wages of an employee of the [employer] were earned or should have been paid is personally liable for up to two months’ unpaid wages for each employee.”


Signals Magazine January–March 2020

Managers As a general statement, an employee who is a manager, as defined by the Employment Standards Regulations (the “Regulations”), is excluded from the hours of work and overtime provisions of the Act, although in some cases a manager may still be entitled to additional compensation under separate provisions. In order to classify an employee as a manager, the employer will need to demonstrate that the employee’s principal duties consist of supervising and/or directing human or other resources. Persons employed in an executive capacity may also be classified as managers under the Regulations.

Collective Agreements In the case of unionized employees with a collective agreement, the overtime provisions of the Act and Regulations will not apply if the collective agreement contains any provision respecting hours of work required or overtime amounts payable. However, where the collective agreement does not contain any provision respecting hours of work required or overtime amounts payable, the overtime provisions of the Act and Regulations (excepting for averaging agreements) are deemed to be incorporated into the collective agreement as part of its terms.

Special Circumstances This article has addressed overtime wages where an employee is paid an hourly wage. It is not meant to be an exhaustive discussion on the topic, and indeed, many other considerations come into play. It is never a bad idea for an employer to ensure it complies with its overtime obligations across all business units. As the penalties and costs for dealing with a breach can easily exceed the amount of the unpaid overtime owed, we would be pleased to schedule a comprehensive review of your company’s wage and overtime policies. 

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: Matthew Wansink / mbw@shk.ca / www.shk.ca



Is Your Dealership at Risk for a Credit Card and Cybersecurity Breach? DANNY TIMMINS, CISSP

Today’s auto dealerships have raised the bar when it comes to prioritizing customer convenience and elevating the shopping experience. Whether it’s on-site coffee and snack bars, pick-up and drop-off concierge service or extended test drives, dealerships are constantly vying to stand out from each other in the competition for market share.

While convenient, the continuing integration of customer and financial systems also means more third parties are able to interact with both the customer’s personal information and valuable payment card data—and that increases the risk of a data breach.

Know where you’re vulnerable While newer technologies have ways of deflecting cyber fraud and theft, third-party or supply chain attacks are more widespread than ever as cyber criminals acquire more sophisticated tools and techniques to sidestep enterprise security. Dealerships’ IT departments and outsourced IT third parties must be even more vigilant about protecting customers’ personal data.

When it comes to research and shopping for new vehicles, sophisticated websites are also vastly more functional than they were just a few years ago. Dealers can now show new or used car inventory in real time and even allow customers to pre-fill loan applications or place deposits on vehicles before they even set foot in a showroom.

Cheers to the 100th Anniversary of the Vancouver Auto Show. Drinks are on us! MNP is proud to be the Beverage Sponsor of the 2020 Unveiled Autoshow Gala on March 25, 2020. As business advisors to more than 140 auto dealerships in B.C., MNP understands the specific demands and opportunities of the automotive industry. Let us help you to increase your profitability while mitigating your risks in this increasingly challenging market. To learn how we can help you deliver performance - drive results and more success, contact Chris Schaufele today at chris.schaufele@mnp.ca 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



Signals Magazine January–March 2020

Ryan Gorder, CPA, CA Partner, Automotive & Assurance Services MNP Port Moody

What else is at risk? In addition to e-commerce transactions, your dealership has numerous payment touchpoints with clients, such as multiple credit card terminals in the business office, service department and sales department. Customer Relationship Management tools (CRMs) and Dealership Management Systems (DMSs) such as DealerSocket and CDK contain highly sensitive customer data and each could potentially lead to a costly breach. With the risk to personal financial information, organizational data and your company’s reputation, you need to trust that each of those systems is as secure as possible.

What should you be aware of? Payment Card Industry Data Security Standard (PCI DSS) Are you PCI compliant? PCI DSS requirements are intended to ensure any organization that processes, stores or transmits credit card information protects customers’ card data against fraud through robust payment security. The PCI Security Standards Council can impose fines and stop businesses which fail to meet the standards from processing payments.

Canada’s Personal Information Protection and Electronic Documents Act (PIPEDA) PIPEDA is the federal privacy law which sets out rules for how businesses must handle personal information. Failing to meet

these rigorous standards can result in severe fines of up to $100,000 per offence.

Growing Risk of Civil Litigation and Reputation Harm Businesses must also weigh the risk and potential consequences of increased lawsuits and class action claims resulting from breaches. Not only do these have significant financial costs, but the reputation damage could also be difficult, if not impossible, to recover from.

How MNP can help MNP has more than 20 years of cyber security experience and possesses the practical insight, certifications and know-how to help your dealership with any of these challenges. Our team is PCI certified by the PCI Security Standards Council as an Authorized Scanning Vendor (PCI ASV) and Qualified Security Assessor (QSA)—among numerous other industry-specific designations. Protect your customers, protect your operations, protect your revenue—beginning today.

Danny Timmins, CISSP, is the National Cyber Security Leader at national accounting, tax and business consulting firm, MNP. He has more than 20 years of experience developing effective, client-focused digital security solutions for a wide range of clients and industries. To learn more, you can reach him at danny.timmins@mnp.ca

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!

© 2019 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.



Have you ever heard of someone winning a deal and losing a customer at the same time? Winning a trade today is great, but the business of selling cars and getting great trades is quickly becoming more competitive. So how can you create a trade-in process that not only wins deals today, but makes that customer excited to come back next time? Canadians don’t love the trade-in process Among Canadian used-car buyers who traded in a vehicle, only 64 per cent said their trade-in experience was good or excellent; this is just barely better than their feelings about the negotiation process, which is rated as the worst part of buying a used vehicle. Improving the trade-in process so it wins cars and creates an excellent experience will not only help you sell more today, it will help bring in more customers tomorrow through referrals, reviews and repeat business.

want you to clearly explain what their trade-in offer is based on

want you to plainly spell out anything that lowers the value of their car

want you to use a neutral, third-party tool to determine the trade-in value

dents need to be fixed). Finally, 32 per cent want some external validation and would like to see you use a neutral, third-party tool to generate the trade-in value, to help reinforce your offer.

What used car buyers wish you would do Improving the trade-in process is all about justifying how your price was determined, then doubling down on that justification. We asked used-car buyers, including those who didn’t consider a trade, how the experience could be improved in the future. Thirty-nine per cent of buyers told us they want you to clearly explain what their trade-in offer is based on (e.g., auction values, comparable sales), while 35 per cent want you to plainly spell out anything that lowers the value of their car (e.g., tires need to be replaced,

Justifying your offer is time well spent By justifying trade-in offers, you can create a process that keeps customers coming back. Not only do customers want this going forward, it’s already working for dealers who are doing it now. Used-car buyers who go through a trade-in process today that includes a vehicle history report, a valuation tool from a third-party service, and/or the sales person showing comparable vehicles, are more satisfied with the trade-in process than average.

More leads. More trades. More inventory. The CARFAX Canada Vehicle Trade-in Widget provides realistic trade-in values from a trusted third-party, helping drive quality leads from your website to your dealership.


Start Over

Learn more at go.carfax.ca/leads 2016 Ford Escape Titanium typically trades for:

$14,764 If you want to consider trading in, <Dealership Name> values your car at:

$19,129 (Average Trade-In Price) (Average Tax Savings)

$16,593 $2,157 $18,750 *

* This is not an offer to purchase your vehicle. All values are provided by CARFAX Canada from actual transactions of vehicles just like yours. Final trade-in value adjustments will be made by the dealership after an inspection of your vehicle including an assessment of current condition, previous history, and odometer readings.


Signals Magazine January–March 2020


New Car Dealers Foundation’s CarCareer Grants Help Automotive Students Scholarship Support in Prince George Students pursuing a career path in the automotive industry at Coast Mountain College (CMTN) have a chance to benefit from new awards created by the Prince George Car Dealership Association (PGCDA) and New Car Dealers Foundation of BC. The awards, which total $10,000 annually, include three scholarships and a bursary for students registered in the Auto Service Technician Foundation-Level program at CMTN. The PGCDA and New Car Dealers Foundation have also created a scholarship for a CMTN student registered in the Business Management or Accounting and Finance program.

Support in Terrace In the meantime, one of the highlights of a recent CMTN Foundation event in Terrace also included a donation of $10,000 from the NCDFBC. This marked the second such contribution in a three-year commitment to donate a total of $30,000 to the CMTN Foundation in support of three award categories for students. “We are so grateful to have the support for our students from the

Prince George Car Dealership Association and the New Car Dealers Foundation join forces to present Coast Mountain College awards. Photo NCDA Files

New Car Dealers Foundation through its three-year commitment,” said CMTN Foundation CEO Brian Badge. “Investing in students is an investment in the future and we know this helps students when they need it most.” In conjunction with the Terrace Auto Dealers Association, the New Car Dealers Foundation offers three award categories to students of Coast Mountain College: Automotive Foundations Awards (4 x $1,500), Automotive Apprentice Awards (2 x $1,000) and Business Awards (2 x $1,000). These awards are available annually in the fall of 2018, 2019 and 2020. 

For more information about the scholarships available to students, please visit: https://bit.ly/36ED3sl

Future Proof Careers

WE NEED PEOPLE WITH HEART For now and well into the future.

Future Proof Careers available at CarsAndJobs.com carsandjobs_CA

CarsandJobsCA newcardealers.ca



Meet Athlete

Ashley Adie 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. Their 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. Ashley Adie says being a Special With the New Car Dealers Olympics BC athlete has helped her Foundation / Special grow as a person. “It’s given me purpose. It’s given me a Olympics BC Auction reason to look forward to the day, something to commit myself to,” she says. “It’s Over the last 30 years, the New not just the competitive aspect—it’s the Car Dealers Foundation / Special atmosphere. It doesn’t matter what your Olympics BC Auction has raised differences are, what your background over $5 million to support Special is, or how disabled you are—everyone is Olympics BC’s life-changing, yearinclusive of one another and encouraground sport programs for individues each other. It is so welcoming!” als with intellectual disabilities, and Before joining Special Olympics, Adie the empowering work of the New kept to herself, felt isolated and didn’t Car Dealers Foundation. have many friends. Through Special Olympics BC, Adie says, she has found To make a difference by getting a place where she belongs and feels involved in this important event, accepted. She has also developed confiplease contact Christina Hadley, dence and social skills that have helped SOBC Vice President, Fund her in all aspects of her life. Development & Communications, by phone at 604.737.3073 / “My social circle has expanded tre1.888.854.2276 toll-free or by email mendously!” says the dedicated Special at chadley@specialolympics.bc.ca. Olympics BC—Campbell River athlete. Ashley Adie giving her all in the snowshoeing events at the 2019 Special Olympics BC Winter Adie is one of 143 Special Olympics Games in Greater Vernon. Team BC athletes training to compete at the 2020 Special Olympics Canada Winter Games in Thunder Bay from February 25 to 29. Here, athletes with intellectual disabilities from across the “It’s an explosion of electric positive energy!” country will be vying for opportunities to advance to the 2021 Adie participates in several sports in her community’s yearSpecial Olympics World Winter Games in Sweden. They will also round Special Olympics programs, and as a Team BC athlete she be developing important skills, self-confidence and meaningful has committed to training at least three days a week—which she friendships. often exceeds. Her goal for Thunder Bay is to achieve new per“I feel honoured to be part of the team,” Adie says. “I am just resonal bests. While she would love to win a medal, she says a new ally looking forward to representing BC, and showing the country best time shows her she has improved, and that all her hard work what I’ve got and what the snowshoeing team has to offer.” has paid off. Adie has competed at National Games before, as a Special Learn more about Adie and Special Olympics Team BC 2020 at Olympics Team BC 2018 track and field athlete, and says it is an soteambc2020.ca. incredible experience. “It’s almost surreal to go to Games—you are there because you Please visit specialolympics.bc.ca to meet more SOBC athletes have worked so hard. I find it exciting, humbling and eye-opening.” and learn more about the Special Olympics programs in your Adie says hearing the crowd and feeling the adrenaline rush community. before a race at National Games is like nothing else.

Make a difference


Signals Magazine January–March 2020

CEVforBC™ UPDATES Top Applicants’ Cities by Region-2019

New Vehicle Models Added in 2019 and Early 2020

XXIn 2019, the CEVforBC Program paid out

14,491 applications (more than twice than in 2018), totalling: $55,825,174 and more than $100 million since the program’s re-launch in 2015 2020 Nissan Leaf & Plus

Top 10 Paid Out Vehicles-2019 Chevrolet Volt, 407 Kia Soul EV, 558

Hyundai Ioniq EV, 394

Kia Niro PHEV, 302

2020 Mini Cooper SE (BEV)

Chevrolet Bolt, 814

Northern BC, Prince George,

Hyundai Kona EV, 861


Tesla Model3, 5910

Nissan Leaf, 987 Mitsubishi Outlander PHEV, 1211 Toyota Prius Prime, 1322

Interior BC, Kelowna,


2020 Honda Clarity (PHEV) Vancouver Island, Victoria,


Lower Mainland, Vancouver,


2020 Hyundai Loniq (PHEV and BEV)

Average Requested Reimbursement Amount for 2019: XXJanuary 1, 2019 to June 21, 2019: $4,513 (pre-program incentive changes). XXJune 22, 2019 to December 31, 2019: $2,952 (after changes).

2020 Kia Niro (PHEV)


Congratulations from the NCDA

The NCDA congratulates Vernon Toyota and owner Marty Steele for 50 years in business with Toyota Canada!

Congratulations to Aziz Ahamed of Destination Auto Group in Burnaby, BC for receiving his CADA Laureate plaque for Business Innovation.




Preventing Burnout: Early Action Is Key CANADIAN MENTAL HEALTH ASSOCIATION

Many of us wear our busy schedules and tight deadlines like badges of honour. We rise to the occasion over and over again, taking pride in our ability to keep up with the strong current of work that comes our way. But while our focus is on getting through each day, an undertow of feeling overwhelmed, inadequate or unappreciated sometimes builds momentum. This undertow, if not addressed, can sweep us off our feet.

What is burnout? Burnout isn’t just about being busy or having a heavy workload. Our perception of our work, our workplace and ourselves all play a big role. Some contributors to burnout include feeling unsupported at work—that demands are unreasonable, expectations are unclear or that nothing will ever change for the better. Although “burnout” is not classified as a medical condition, it is a term for an occupational phenomenon that is familiar to many. There are numerous signs of burnout, including fatigue, apathy and less motivation, decreased employee morale and increased turnover (one person’s experience of burnout can affect the entire team), errors and accidents, physical health issues, and “presenteeism”—where an employee still comes to work, and may even be at work for longer hours, but their tasks are not getting done or aren’t completed to typical standard. In a dealership setting, poor customer service (demonstrated through customer complaints, a lack of repeat business and so on) might be one of the biggest indicators of a struggling employee.

How can burnout be prevented? For employers and managers, it is important to regularly take the pulse of your team. This can be done through informal check-ins, formal meetings and by using tools such as the Guarding Minds at Work survey (guardingmindsatwork.ca) on an


Signals Magazine January–March 2020

annual basis. Know that issues which may seem like performance problems could actually be related to burnout or other mental health issues, so approach conversations from a place of respect and care. Don’t wait for yearly performance evaluations to bring up your concerns. When trying to help someone get back on track, timely feedback and intervention are key. If you’d like to learn more about responding at work, many branches of the Canadian Mental Health Association (cmha.bc.ca) offer a range of workplace training options. As an employee, you might be the first to notice that a colleague is not his or her usual self. You don’t have to be a human resources professional to ask how someone is doing. You can open the door to talk about your colleague’s experiences and then encourage them to get support from the appropriate person at work and your employee assistance plan, or free community resources such as BounceBack BC (bouncebackbc.ca). Lastly, as you read this, you might be noticing some of the symptoms of burnout in yourself. It is important not to ignore how you’re feeling, especially if you’ve felt this way for a while. Take a moment to reflect on the reason you were drawn to your work or your employer, as well as the other aspects of your life that motivate

you. If this is difficult, set an intention now to access a service that can help you, even if you just need someone neutral to talk to. In addition to the resources already mentioned, your family doctor/general practitioner, HealthLink BC (8-1-1) and the 310-Mental Health Line (310-6789) may also provide support. Thanks to the Canadian Mental Health Association, Kelowna and District Branch, for providing this article. CMHA Kelowna is a charity that promotes the mental health of all through community-based programs and services, public education, advocacy and research. CMHA Kelowna offers workplace wellness strategies through Thoughtfull (thoughtfull.cmhakelowna.com), a social enterprise providing expertise in psychological health and safety training and advising.

About the Canadian Mental Health Association (CMHA) CMHA is Canada’s most established mental health charity and the nation-wide leader and champion for mental health. CMHA helps people access the resources they need to maintain and improve mental health, build resilience, and support recovery from mental illness. Each year in BC alone, CMHA serves more than 100,000 people all across the province. 

How to Make Your Dealership More Accessible RICK HANSEN FOUNDATION People with disabilities are the largest visible minority group in Canada—and the only one that anyone can become a part of at any time. According to research from the Angus Reid Institute, nearly half of all Canadians have or have had a permanent or temporary disability or live with someone who has. “Accessibility is a basic human right, and despite the growing number of seniors and people with both temporary and permanent disabilities, Canada is still not accessible for all,” says Rick Hansen, founder of the Rick Hansen Foundation.

Better access = better business Not only is improving accessibility the right thing to do, it can bring your dealership more business. A 2018 report from the Conference Board of Canada revealed that spending by people with disabilities is expected to rise from $165 billion to $316 billion by 2030. Dealerships won’t be able to cash in on this growth if they can’t welcome people with disabilities through their doors.

Your Building. Our Future. Make your property

You might not be as accessible as you think

accessible and join

Despite how common physical challenges are, we often don’t think about accessibility until it becomes a barrier for our businesses or until something happens to us or someone we know. The difficulty with the latter is that we might not even know it’s an issue — there may be an individual who wants to work for or purchase from your dealership but doesn’t due to inaccessibility. Often, business owners and managers believe they are accessible because their space is up to code. While code certainly helps, there are likely a few areas where further improvements could make a difference for your business and mitigate future costly retrofits as building code catches up. So, how can we use this knowledge to become better citizens and more savvy business owners and managers? How do you know if your dealership is truly accessible?

over 1,200 buildings

Gain insight into your level of accessibility


Rick Hansen Foundation Accessibility Certification™ (RHFAC) is a rating system designed for two things. One, it helps organizations and businesses gain insight into their current level of meaningful accessibility. An RHFAC professional rates the occupied and common spaces of a business and provides a rating based on how accessible it is for persons with mobility, vision and hearing disabilities. The second thing RHFAC does is provide a snapshot on how to improve. The resulting scorecard and supplementary comments provided by the professional reveal areas for improvement to ensure dealerships can welcome more customers and attract a more diverse staff.

Your dealership from a new perspective: quick tips Here are a few considerations you can start asking yourself about your dealership today: Continued on next page

that have been rated using Rick Hansen Foundation Accessibility CertificationTM. This certification lets people know you are committed to equality and that you are doing your part to get

Learn more and book a rating at RickHansen.com/ RHFAC



SiriusXM offers dealers online training with incentives SiriusXM recently launched a free online training portal for Canadian dealerships designed to engage their staff—and particularly their sales teams. The dealer training portal—which includes incentives for taking the training—delivers updated talking points about the value provided to customers with the SiriusXM experience inside and outside the vehicle. The SiriusXM training portal now consists of four modules: Why SiriusXM? All Access Trial, Vehicle Presentation and Delivery Tips, with more modules being added regularly. Each module includes a video that guides dealers smoothly through various talking points on when and how to discuss SiriusXM’s complimentary all-access trial with their customers. “Many customers don’t realize they have access to SiriusXM,” said Michael Mazgay, Vice President, Automotive Remarketing & Dealer Operations, SiriusXM Canada. “Our training portal is meant to inform dealers about our service and offer them different ways to introduce this information to better connect with their customers.” The training portal covers topics such


as doing some basic SiriusXM prep-work prior to vehicle delivery, or before a testdrive of a new or used vehicle. It also reminds dealers of the benefits of including SiriusXM as part of a car’s infotainment and connectivity features when walking a customer through a vehicle presentation. “We are talking about a combination of highly-curated, ad-free music, 5,000-plus hours of on-demand shows, 24-7 news and talk, comedy and live sports, and radio personalities like Howard Stern, in a complimentary and all-access trial that dealers provide to their customers,” said Mazgay. Nina Rodrigues, Senior Manager, OEM Marketing, SiriusXM Canada, said the training helps create opportunities for dealers to provide a more personalized experience for customers. “With the information and tips and tricks we offer through the training portal, dealers can really connect that in-car experience to their customers with Sir-

To explore the SiriusXM training portal, dealership team members can visit: sxmdealer.ca/training.

Continued from previous page

Vehicular access: Is there a suitable number of clearly marked designated parking spaces on a level surface that is close to the front entrance reserved for people with disabilities? Exterior approach & entrance: Is the entrance step-free and the door wide enough for people using mobility aids/devices and service animals? Interior circulation: If the building has more than one floor, is there an elevator that provides access to all floors above or below grade? Does the elevator include Braille and tactile features on cab-operating buttons, audio floor announcements and handrails? Sanitary facilities: Is at least one stall in each washroom designed for people who use a wheelchair or is a universal accessible washroom provided? Emergency systems: Are there visual fire alarms installed throughout the building so that people who are deaf or hard of hearing are aware of emergency situations?


iusXM’s complimentary all-access trial,” said Rodrigues. “There’s also an app that is included with the trial that dealers can reference.” The app helps customers extend the SiriusXM in-car experience outside their vehicle. “That experience remains accessible with the app, and even has many enhanced features like personalized stations powered by Pandora, extra channels and loads of video content,” added Rodrigues. It all starts with simple steps, she said: connecting with customers ahead of time about their listening preferences, pre-setting SiriusXM to a customer’s favourite channels (or at least the most popular ones), ensuring reception in the area where the vehicle will be delivered is working, and ensuring the SiriusXM channel guide is in the vehicle’s glove box so dealers can share it with the customer. As an incentive to exploring the training portal, each module that dealers complete—which includes watching the video and completing a quiz—results in a free 90-day SiriusXM Streaming subscription for themselves. Dealers are contacted within 48 hours once they complete the module, and upon completion of all modules they receive one full year of streaming at no cost.

Signals Magazine January–March 2020

Additional use of space: Are accessible access paths and turnaround points provided so people using mobility devices can navigate around the dealership?

Accessibility benefits everyone While the above list just scratches the surface of accessibility, it should help get the wheels turning when it comes to looking at a dealership from the perspective of someone with a disability. Sometimes all a space requires is a few inexpensive improvements that will make it easier for all people to access. As Rick Hansen says, “When people of all abilities can participate, we contribute to a healthy society, which is the Canada and the world that we all want to be part of.”

Want to learn more about your dealership’s accessibility? Book an RHFAC rating today at rickhansen.com/RHFAC

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The New Car Dealers Association of BC would like to acknowledge these fine companies for their support of your association’s activities. OFFICIAL SUPPLIERS

Premier Partners

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 industryleading business solutions for health and wellness benefits and exceptional dealer representation. Learn more atcada.ca/web/cada/insurance/cada

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

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


TradeRev is a revolutionary vehicle appraisal and auctioning system designed to be as mobile as businesses need. It give sellers the power to launch live, one hour, real-time auctions from the palms of their hands. Buyers can also enjoy full, endto-end service from anywhere. With Mobile Checkout, instant bids and more, TradeRev helps dealerships sell more new cars by getting their customer the trade value they want. Learn more at traderev.com


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

Premier Partners

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


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


Signals Magazine January–March 2020

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 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

Scotiabank Western Dealer Finance Centre

Cox Automotive Canada

Karen Stetz // 800-268-0762 // scotiabank.com

Shannon Newman // 905-290-6414 // coxautoinc.ca

Masato Oki // 604-684-6212 // bakertilly.ca

Scotia Dealer Advantage

MNP LLP Accounting

John Hiscock // 416-288-7800 // scotiabank.com/scotiadealeradvantage

Dante Group

Darrell Endresen // 604-949-2088 // mnp.ca

TD Auto Finance

AUTOMOTIVE SCHOOLS BCIT - School of Transportation

Richard (Rick) Bessex // 778-628-7458 // TDFS.com

Mubasher Faruki // 604-454-2234 // bcit.ca/transportation

Fab Biagini // 604-688-7208 // zlc.net

Dealer Solutions North America

Georgian College (Automotive Business School of Canada)

INSURANCE SERVICES AllWest Insurance Services

Rick Kingdon // 778-245-1041 // dealersolutionsna.com


Renee Nielly // 604-733-7383 // allwestins.com

Matt Hendrick // 604-542-3649 // disabilityinstitute.com

HUB International Insurance Brokers

Kim Sieminowski // 416-807-7575 // flo.com

Wayne LeGear // 604-269-1944 // hubinternational.com


CO-OPS Consolidated Dealers Co-Op

Insurance Insight

Janette Tooley Andrade // 905-264-7022


Leader Auto Resources LAR Inc.

Michelle Wong // 800-613-3705 // optiombc.com

LivePerson Automotive

Bob Grewal // 778-773-1727 // larnet.com


Megan Lepp // 250.859.6562 // liveperson.com

Western Dealers Co-Auto Mike Reid // 780-468-9552 // wdcoauto.com

Michael J. Weiler // 604.336.7423 // ksw.bc.ca

Jack Sulymka // 905-875-3522 x5441 // manheim.com


SHK Law Corporation

MarkVII Carwash Equipment

Greg Wallin // 778-838-0639 // cdkglobal.com



Jonathan Ord // 206-730-2055 // dealersocket.com

Michael Laliberte // 1-514-446-1838 // pandapay.ca

Reynolds and Reynolds


NextGear Capital (Cox Automotive Canada)

George Schaeffer // 519-317-3400 // reyrey.com

Serti Information Solutions

Josh Chow // 604-837-3536 // drivemarketinggroup.ca

Radius Security

Nadine Harvey // 514-493-1909 // serti.com

Harv Craven Design

Mike Baxter // 604-232-2405 // radiussecurity.ca

Solera Autopoint

Harv Craven // 604-476-0435 // harvcravendesign.com

Greg Laviolette // 250-896-5480 // autopoint.com

One Persuasion

RSR Global


Michael Miller // 778-628-3949 // onepersuades.com

Bradley Warren // 604-417-0229 // bmo.com

Ryan Bentham // 604.319.0104 // westkeygraphics.com

BDO Kristen Mundy // 403-205-5760 // bdo.ca


Calla Financial Services

Brett Spector // 407-274-8390 // ironmountain.com

CIBC Commercial Banking


Phil Lehn // 604-665-1318 // cibc.com

Logan Keirstead // 506-859-6190 // accu-trade.com

First Canadian Insurance Corporation

ADESA Auctions Canada

Darren Johnson // 250.217.5955 // firstcanadian.ca

John Macdonald // 604-232-4403 // adesa.com

First West Leasing

Audatex Canada

Jay Brar // 604-539-5872 // firstwestleasing.ca

Darcy Gorchynski // 416-498-3777 // audatex.ca/autopoint

Trader Corporation

General Bank of Canada

Canadian Black Book

Randy Shepherd / 403-999-8854 // autotrader.ca

Marley Begg // 780-974-2829 // generalbank.ca

Richard Phillips // 905-413-7601 // canadianblackbook.com


iA Auto Finance

Canadian Linen & Uniform Service

Sasha Barak // 888-260-4604 // traderev.com

Denise Buott // 905-815-9510 // iaautofinance.ca

Craig Sherlock // 778-331-6243 // canadianlinen.com

Industrial Alliance Insurance and Financial Services Inc.


Unisync Group Limited

John Eadie // 604-882-8220 // salgroup.com

Shawn Vording // 866-835-8612 x2966 // carfax.ca

LGM Financial


Stephanie Day // 604-806-5300 // lgm.ca

Lexi Lipton // 617-315-1137 // ca.cargurus.com

National Bank

Commander Warehouse Equipment

Catalina Baciu // 778-231-8383 // nbc.ca

Brad Daws // 604-574-5797 // commander.ca

Jack Sulymka // 905-875-3522 // vinsolutions.com

RBC Automotive Finance Group

Consultant Auto 360

Xtime (Cox Automotive Canada)

Aaron Young // 604-656-2965 // rbc.com/canada.html

Kim Normandin // 514-394-1955 x508 // solutionsmedias360.com

Jack Sulymka // 905-875-3522 // xtime.ca

Joe Lauzon // 705-728-1968 x1234 // georgiancollege.ca

ZLC Financial

Likky Lavji // 604-671-4343 // dantegroup.ca

DealerTrack Jack Sulymka // 905-875-3522 // us.dealertrack.com

DMI Disability Management Institute

Neal O’Donoghue // 866-603-8666 // insuranceinsight.ca

Nicole Sergio // 416-853-5626 // edealer.ca

Kimoby Alex Wojcik // 877-248-0204 // kimoby.com

Manheim Auto Auction Company (Cox Automotive Canada)

Roderick McCloy // 604-684-0727 // shk.ca

Bardia Lali // 587-227-4914 // markvii.net

Michael Mason & Co. Steve Batchelor // 250-384-7304 // michaelmason.ca Jack Sulymka // 905-875-3522 // canada.nextgearcapital.com

Westkey Exhibita

Karey Davidson // 905-631-5865 // rsr-global.com

SCI MarketView Ted Davis // 905-415-6258 // scimarketview.com

Sirius XM Canada Mike Mazgay // 416-408-6875 // sxmdealer.ca

Leanne MacKinnon // 604-921-4048 x122 // callafinancial.ca

Spire Development Corporation Lawrence Green // 604-432-6650 // spiredevelopment.ca

New Car Dealers Association of BC

Strathcom Media Bill Warren // 780-433-8844 x302 // strathcom.com

Titan Certified Canada (TOA) Dale Finch // 604-341-4933 // titancertified.com

Barry Good // 800-668-3243 x505 // unisyncgroup.com

VAuto (Cox Automotive Canada) Jack Sulymka // 905-875-3522 // vauto.com

VinSolutions (Cox Automotive Canada)

NCDA_BC VanAutoShow CEVforBC

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


Fast payments

Solid advisors, support

e ectiv

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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&#x20AC;&#x201C; 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.

Profile for Signals Magazine NCDA

Signals Magazine, January-March 2020  


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