Jan-Feb 2013
Leaders in the sale of quality Mopar Parts.
In This Issue President Steve Hofer............................... 2 Never Attended a Mopar Masters Guild Meeting? ...................................................... 3 MMG 2013 Scheduled Attendees ......... 8 WV Injunction Forces Liberty Mutual to
Mopar Masters Guild 21st Annual MeeƟng InformaƟon NADA 2013 Pages 4-7
Comply with Non-OEM Law ................. 9 Learning for Profit ..................................10 MMG Supporting Vendors .............12-13 Decisions, Decisions, Decisions......15-16 U.S. Auto Sales Reach Peak ...................16 UPS .............................................................17
NADA Announces Conven on Keynote Speakers
Corporate Billing, LLC ..........................18 FenderBender/Ratchet+Wrench.........19
Former Secretary of Defense Robert M. Gates, who will discuss global poli cs and U.S. foreign policy, joins a lineup of industry and inspira onal keynote speakers at the 2013 NADA Conven on & Expo in Orlando, Fla., in February. Other keynote speakers at the NADA conven on include John Krafcik, president and CEO of Hyundai Motor America; NADA Chairman Bill Underriner, a new-car dealer in Billings, Mont.; and incoming NADA Chairman David Westco , a new-car dealer in Burlington, N.C. Capt. Mark Kelly, former NASA astronaut, space shu le commander of Endeavour’s final mission and husband of former Congresswoman Gabrielle Giffords, will deliver an inspira onal address.
Autobody News........................................20 Rousseau Automotive .............................21 Mopar .........................................................22 ADP ......................................................23-25 Elite Extra...........................................26-27 Reynolds & Reynolds..............................28 Northeast 2013 Seminar Schedule ......29 Met P&C Will Reimburse Drivers ......30 New Aftermarket Parts Regs ...............31 2012 MMG Committee..........................32
The exchange of information by like size dealers in a non-competitive environment.
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Letter from MMG President Welcome to 2013. This me of year has always been one of my favorite. Fresh off much needed family me many of us are planning and se ng goals for our businesses. There is no be er place to do that than at the Mopar Masters Guild Annual mee ngs and NADA conven on. In past years these mee ngs have been a spring board for planning and goal se ng for many of the managers that attend. If you have been on the fence about a ending or had not considered it please do (should me s ll allow). Feel free to contact me at shofer@parkchryslerjeep.com and I would be glad to talk with you about the many benefits attending guild func ons can have. Over the past year I have struggled with a topic that has faced many dealerships. This is the changes in the collision industry as they relate to State Farm and their Parts Trader program. I am sure you have received many e-mail alerts or have read one of the thousands of ar cles on the topic. The issue at hand is that policies dictated by large insurance companies and/or manufactures are o en mes one sided and masked as marke ng campaigns that are supposed to bring benefit. These policies affect our dealer body on mul ple fronts yet they are o en implemented without the input or considera on of those affected. Specifically the State Farm Parts Trader program impacts our dealerships parts department as well as collision centers and customers. In my opinion these types of programs are an assault on the gross profit of the business they affect. As advocates to the end consumer we also need to be aware of how this may change the repair of their vehicles. One of our longest term members and well respected Parts Directors has put together a brief outline of the State Farm program in this issue. I encourage you to please read through it but don’t stop there. Research from credible first hand sources how this program may affect your collision shop, dealership and even you as a consumer. Replace the ini al passion you may have with factual data. Doing so will put you in the best posi on to formulate an effec ve business plan as to how you will manage such programs. Please also enjoy the many other ar cles in this issue. I hope to see as many of you as possible at the upcoming Mopar Masters Guild mee ngs and recep on during the NADA conven on in February. Un l then consider the words of Maya Angelou… “I’ve learned that you shouldn’t go through life with a catcher’s mi on both hands; you need to be able to throw something back”. It’s me for us to start throwing back and making sure that policies that nega vely affect us are equitable for all. Manufactures, insurance companies and any outside en ty driving policy into our businesses need our throughput as we tolerate their policy. Therefore we all need to become be er partners. Neither will accomplish their goals without the other. Steve Hofer
President Mopar Masters Guild
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Never Attended a Mopar Master’s Guild Meeting? The annual mee ng is of great value to every MMG member. Here are some of the benefits: PresentaƟons from top Mopar corporate managers These are no-bull two-way informa on exchanges that allow you to plan for what’s coming during the year. You will also likely get a chance to talk informally with these same top managers at the opening recep on or another of the guild’s social func ons. PresentaƟons from the guild’s supporƟng vendors All of the most important vendors to your dealership will have their top brass and technical gurus here to tell you what’s in the pipeline, including new products and so ware modifica ons. Learn what the top Mopar dealership parts managers are doing You’re one of the top, too, or you wouldn’t be a member! Come and share your experience. Input to the annual Detroit meeƟng with Mopar ExecuƟves Want to put your two cents in? Members assemble a list of “Detroit issues” that the guild execu ve commi ee takes to Detroit for candid discussion. Mopar execs ask us our opinion of possible new programs and explain their business posi ons. These discussions have resulted in many posi ve changes for all dealers. They also give Mopar a be er understanding of our needs. The NADA convenƟon floor alone is worth the trip! Mopar has a big exhibit with all the right people and info. Check out all the other vendor exhibits; maybe buy some new equipment for the store! NADA’s educaƟonal seminars are presented by the top names in all dealership areas and cover a wide variety of useful topics. You also receive a binder with notes from all sessions, including those you could not a end. The Super Performance group held in conjunc on with the Guild mee ng earns you training credits and lets you hear great ideas from managers not in your area. The Dealer Composite lets you compare your numbers to those of every dealer a ending. If you no ce another member’s number in a certain area (GP on re sales, stock order discount, etc.) is where you want your number to be, just make a note and ask him how he does it. Wearables! Make room in your suitcase – you will receive stylish addi ons to your in-dealership wardrobe, each bearing the MMG logo. Good food and friendship awaits. Most likely someone you already know will be a ending, and, with the wide variety of ac vi es available, it’s even more likely you will strike up a friendly rela onship with someone you meet. The guild has made it possible for all Mopar Masters to enjoy these benefits, which actually amount to a compeƟƟve advantage for your business. What do you need to bring with you? Just a willingness to par cipate and share your knowledge and perspec ve. If you are a Mopar Master, you have something to offer the guild. Some mes the simplest idea, the one you were even a li le embarrassed to men on, is just what another member needed to hear.
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NADA 2013 - Orlando www.nada.org Mopar Masters Guild NADA 2013 TentaƟve Agenda All LocaƟons for meeƟngs TBA Thursday, February 7th Travel and arrive in Orlando 6:00pm – 10:00pm
Welcome RecepƟon for MMG Members & Spouses/Guests ExecuƟve CommiƩee Breakout LocaƟon TBA
Friday, February 8th 9:00am – 11:00am
Spouses Breakfast
Guild FuncƟons: 7:00am - 8:00am
MMG Guild Business/Commi ee Reports Opening address by Guild President Steve Hofer Welcome Comments from Vice President Rick Cutaia Treasurers Report from Mark Skinner Secretary’s reading of the minutes from Joe McBeth Commi ee Reports
8:00am - 9:00am 9:00am - 10:00am 10:00am - 11:00am 11:00am - 12:00pm
Vendor Presenta Vendor Presenta Vendor Presenta Vendor Presenta
12:00pm - 1:00pm
Lunch - TBA
1:00pm - 2:00pm 2:00pm - 3:00pm 3:00pm - 4:00 pm 4:00pm - 5:00pm
Vendor Presenta Vendor Presneta Vendor Presenta Vendor Presenta
5:00pm
Adjourn
on - Reynolds & Reynolds on - Tracy Industries on - Dealer Tire on - Katzkin
on - ADP on - Elite Extra on - Guidepoint on - Snap-On Business SoluƟons
Continued on Page 5
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Leaders in the Sale of Quality Mopar Parts Continued from Page 4
7:00pm – 10:00pm
Mopar Masters Cocktail RecepƟon at The Ice Bar - Orlando Dress-Business Casual TransportaƟon runs from 6:00pm – 10:00pm
Saturday, February 9th 7:00am - 8:00am 8:00am – 9:00am 9:00am – 10:00am
Guild Business - Open Discussion Vendor Presenta on - OEConnecƟon Con nua on of Guild Business
10:00am – 12:00pm
Vendor Fair Featuring: Corporate Billing LLC Rousseau Storage Autobody News FenderBender/Ratchet+Wrench MagneƟ-Marelli Fastenal
12:00pm – 1:00pm
Lunch - TBA
12:00pm – 4:00pm
Mopar
4:00pm – 5:00pm
Vendor Presenta on - UPS
5:00pm
Adjourn
Evening
Open Night: Explore Orlando
Sunday, February 10th Open – Members can use this Ɵme to aƩend the NADA ConvenƟon or to explore Orlando
Monday, February 11th
Super Performance Group Session - Hilton Orlando/Lake Buena Vista Walt Disney World Resort 8:00am - 4:00pm Moderators - Mark Beaton & Tom Rice
Tuesday, February 12th
Super Performance Group Session - Hilton Orlando/Lake Buena Vista Walt Disney World Resort 8:00am - Noon
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‘— ƒ”‡ ‹Â?˜‹–‡† –‘ǣ – –Š‡ ͺ͝͸͚ Â?–‡”Â?ƒ–‹‘Â?ƒŽ Â”Â‹Â˜Â‡ÇĄ ”ŽƒÂ?†‘ǥ ;ʹͺͳ͝
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7:00 PM – 10:00 PM Our reception this year will not only impress, but will freeze in your minds for a lifetime. Come and share some food, fun and drinks with the MOPAR MASTERS GUILD members and friends.
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Orlando Entertainment Walt Disney World is not just for kids. It offers plenty of things to enjoy for adults outside of the theme parks too. Close to Epcot, Disney’s Boardwalk offers several upscale shops, restaurants, and nightlife op ons. Jellyrolls, an adult-only nightspot, features dueling pianos and sing-alongs. And Big River Grille & Brewing Works at the Boardwalk is Disney’s only brewpub. Downtown Disney, which is just across the street from the Hilton, has something for the en re family: a 24-screen movie theater; shops (including a Lego Imagina on Center), with some open un l 11:30 p.m.; and restaurants galore. Fuego by Sosa Cigars is an upscale cigar bar for adults, or if you love salsa music, try Bongos Cuban Cafe, owned by Gloria and Emilio Estefan. House of Blues serves Cajun food in its restaurant and live music in the adjacent concert hall; the blues bar at House of Blues also has live jazz every night and is one of the few late-night dining op ons at Downtown Disney. Raglan Road Irish Pub & Restaurant is another adultfriendly venue with live music. Kids will love the Rainforest Cafe or the T-Rex restaurant with animated dinosaurs, both located at Downtown Disney. Cirque du Soleil’s La Nouba is a must-see, so book in advance. This show is a hit with all ages, even reluctant teenagers. It’s not a circus in the tradi onal sense; its exo c music, elaborate stage, and whimsical, humorous presenta on make it fun for the whole family. DisneyQuest at Downtown Disney is ideal for a cold or rainy day or for people who don’t want to ride a real roller coaster; most of the rides here take place with mo on simulators. Young kids enjoy this indoor theme park with interac ve games and simulator technology. To avoid crowds, go late morning or early a ernoon. On the Virtual Jungle Cruise, paddle a mo on-simulator ra ; take a virtual-reality trip on Aladdin’s Magic Carpet Ride; or fight pirates in 3-D on a mo on-base pla orm (that is, the “ship” shudders when a “cannonball” hits it) in Pirates of the Caribbean—Ba le for Buccaneer Gold. In Mighty Ducks Pinball Slam, you are the pinball; you stand on top of a giant hockey puck and control movements through a virtual-reality pinball machine with a joys ck. At Cyberspace Mountain, you can create and ride your own roller coaster on a virtual-reality mo onsimulator; at Anima on Academy, students of any age can learn how to draw Disney characters. CityWalk at Universal Studios is much smaller than Downtown Disney but also has the typical restaurants and shops. However, Universal has something Downtown Disney does not: the Blue Man Group. The show was updated in 2012 and, like La Nouba, is great for all ages. In this unique performance art, three bald, mute men (who are painted blue) play fast-paced percussion music on complex instruments made of PVC pipe and combine it with mul media effects. The tribal rhythms form a backdrop for the comedic theater that ensues.
Amber Kaye Henderson Editor, Unofficial Guides (Marvin Windham’s daughter)
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MMG NADA 2013 Scheduled AĆŠendees Paul Allred Michaele Beaton Jeremy Bergem Crete Colby Rick Cutaia Mark Hargreaves Steve Hofer Brent Hoge Glen Hojnacki Dan Hutton J.D. Ipsen Randy Kaiser Doug Kearns Tom Kellogg Bob Kornstadt Rod Krueger Joe McBeth Susan McDaniel Mike Mulkins Tim Nordquist Gerry Oakes Mike Opperman Doug Price Andy Reed Randy Rogers Tom Saigh Mark Skinner Rick Stewart Adam Thompson Mike Tognarelli Marvin Windham Alan Yancey Roy Benner Phil Krueger Guillermo Nava Mike Gerber Jonathan Dworsky Larry Morris Casey Brown
Mopar Masters Guild Magazine
Stateline CJD Crown CDJR Dave Smith Motors Dave Smith Motors Rick Hendrick DCJR Rick Hendrick DCJR Park CJ Larry H. Miller CJDR Milosch's Palace CJD Tom O'Brien CJD Ken Garff West Valley CJD Stateline CJD Yark Chrysler Jeep Dodge Harold Zeigler CDJ Harold Zeigler CDJ Yark Chrysler Jeep Dodge Dallas DCJ Bill Luke CJD Go CJ West Performance CJD Performance CJD Baxter CJD Security DCJR Allen Samuel DCJ Huffines CJD Milosch's Palace CJD Power CJD Commonwealth Dodge Park CJ Hinckley Automotive Benchmark CJD Hayes CDJ Guest Buerge CJDR Buerge CJDR Rairdon Chrysler Park CJ Fred Beans DCJ Allen Samuel DCJ
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WV InjuncƟon Forces Liberty Mutual to Comply with Non-OEM Parts Law West Virginia Attorney General Darrell McGraw announced that the Circuit Court of Kanawha County has issued a permanent injunction against Liberty Mutual Insurance Company from using salvaged or aftermarket crash parts to repair motor vehicles that are less than three years old. McGraw’s office had secured a temporary injunction against the insurer in April 2012.
McGraw’s office says the court’s order upholds current state law that requires insurance companies and body shops to obtain a consumer’s written authorization before salvaged parts are used for the repair of new vehicles. Attorney General McGraw sued Liberty Mutual in January of 2012, after an investigation by his Consumer Protection Division revealed that Liberty Mutual had willfully violated state consumer protection laws. Liberty Mutual admitted in court documents that it had repaired nearly 200 vehicles using junkyard and aftermarket parts in blatant disregard of the Aftermarket Crash Parts Act. Moreover, it continued to defend its surreptitious use of these parts which jeopardized consumers’ safety and diminished the value of consumers’ vehicles, according to the AG’s office. McGraw said, “This is a victory for West Virginia consumers. Every consumer has the right to know the type and quality of crash parts used to repair their damaged vehicles.” The court has not yet ruled on the amount of restitution Liberty Mutual will be required to pay to consumers, nor did it rule on the amount of the civil penalties.
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Learning for Profit AĆŠending industry events can spark new ideas to help you run your shop leaner and smarter, as long as you know how to implement what you learn. BRITT JOHNSEN
Collision industry veteran Dan Bailey has been going to conferences, trade shows and industry mee ngs for more than 30 years, and they have changed his business drama cally. Through a ending these events, he learned about trends and technology that helped him double his revenue in less than a year. A few decades ago, the former CARSTAR CEO bought a pressurized downdra spray booth, a frame machine that allowed him to repair unibody vehicles, and a computerized management system. Those investments, all discovered through par cipa on in industry events, enabled his annual revenue to grow from $750,000 in 1979 to $1.5 million in 1980, because he had the technology and capabili es to perform repairs that no one else was doing, he says. Shop operators have the same opportunity to benefit from trade events today. “(Going to conferences) is what changed my business,� says Bailey, who today is vice president of opera ons at two of five CARSTAR shops that earn $14 million annually. Bailey has mastered making the most of his me and money at collision industry events. He makes sure that when he goes, he gets something out of it.
Continued on Page 11
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Continued from Page 10 Bailey and several other industry conference goers and consultants—Doug Schlueter, national MSO manager for I-CAR; John Bosin, president of LeanBosin; and Dave McBroom of Sunbeam Autobody in Jacksonville, Fla.—all provided their best advice for how to make the most of your time and money at collision industry events, and how to bring improvements back to your shop. 1.) Remember the golden rule. When it comes to a ending conferences, trade shows and other industry events, Bailey has a golden rule: Don’t go unless you can come back with an idea that paid for the cost of the trip. He spends about $1,200 to $1,500 per trip, and takes four to six trips per year. He goes to the Collision Industry Conference mee ngs, NACE, SEMA, and his 20 Group mee ngs. Every trip is worth it, though, because of the ideas he gets and the people he meets. “With having that goal, you’re always looking for that golden nugget,” he says. 2.) Begin with the end in mind. Schlueter borrows this phrase from Stephen Covey, author of the classic book, “The Seven Habits of Highly Effec ve People.” Schlueter says it’s important not to leave the shop for a trip unless you know what the outcome is going to be. Before you even think of going, brainstorm poten al takeaways from the conference. Look at the agenda to see who will be speaking, and on what topics. Think about who you might network with and what value you can take back to the shop. What effects could all of this have on your day-to-day opera ons?
“The way to get be er is to con nuously turn your weaknesses into strengths.” —Dan Bailey, former CEO, CARSTAR Bailey says it’s important to know your strengths and weaknesses. This helps you priori ze what you want to get out of the event. For example, if you have high turnover, issues with employee mo va on or if you want to learn about social media, then go to the relevant training sessions. If you can’t get something useful from the event, then you’ll want to rethink going, he says. 3.) Send the right people. Bailey says when you’re deciding who from your shop should go to an industry event, choose someone who can come home and implement change. Maybe it’s a manager, an es mator or the owner. It must be someone who understands how the shop needs to improve. “The way to get be er is to con nuously turn your weaknesses into strengths,” he says. Bosin says owners should be clear with employees about what they need to gain from going to a conference. The staffers who a end should be responsible and take it seriously. “I don’t want to sound like a prude or overbearing, but you can go to events and get caught up in it,” he says. “Without planning, you can come back and say you had fun, but what are you really bringing back to share?”
“If you’re so regimented and your schedule is so fixed, then you won’t get anything out of the event.” — Doug Schlueter, na onal MSO manager, I-CAR Continued on Page 14
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Our Supporting Vendors: Support those who support you.
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Our Supporting Vendors: Support those who support you. The exchange of information by like sized dealers in a non-competitive environment.
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Continued from Page 11 However, he says you can also send people to a conference as a reward for their hard work — not necessarily to implement changes or learn new skills. If that’s the case, then be up front with your employees that you just want them to enjoy themselves. 4.) Plan, but don’t over-plan. Bailey says he plans his trips to conferences at least three or four months in advance. That way he gets his room and plane cket booked, and he has me to research what ques ons he has and what ideas or technology he wants to explore. He also has me to send e-mail to colleagues and plan to take someone out to lunch or drinks during the event. However, Schlueter warns not to over-plan. He says not to plan more than one or two dinners or lunches, and then leave a lot of flexibility for spontaneously grabbing coffee with people to talk about ideas generated in conference sessions. “If you’re so regimented and your schedule is so fixed, then you won’t get anything out of the event, because you’re always worried about the next thing on your schedule,” he says. 5.) Take good notes. Schlueter says he uses a FranklinCovey planning system during the conferences he goes to. He takes a page from the planner and takes notes with short bullet point statements that help him remember what he talked about with someone or what he learned in a training session. He does this a er the meeting, and can always return to the page to jog his memory of what he learned, as well as ideas for next steps. He suggests shops write down to-dos that can be delegated or even begin e-mail conversa ons from the conference. 6.) Network. Introduce yourself to new people on showroom floors, meet up with old colleagues from across the country, or pick the brain of the guy next to you. No ma er what, make sure you make new connec ons. You can meet new friends, learn great business prac ces and get perspec ve on industry issues. Be sure to bring your business cards with you, too. 7.) Take it back to the shop. Plan to sit down with shop employees with pizza and discuss ideas. If you do nothing else, at least plan to talk about some key points you learned, ideas other shops are using, and ques ons you want to raise. If you have ideas for big change and are not the owner, then talk to your boss about what inspired you. If you want to make some major changes at the shop and want to get staff feedback, then a lunch mee ng is the perfect place to talk about it. 8.) Get involved. Bailey says he highly recommends ge ng involved with organiza ons like the Society of Collision Repair Specialists, the Automo ve Service Associa on, the Collision Industry Conference, and others. He has found that when he gets involved, he learns more about the industry and finds out about trends earlier. Then by the me you get to a conference, you are ahead of the game. “I think you have an advantage because you learn about new things sooner,” he says. “The industry always needs volunteers to help move this industry forward, and to make it be er for all of us.” 9.) Keep learning. McBroom says there are many opportuni es in the industry to keep improving. “The mind set needs to be, I want to learn more. I want to be be er tomorrow than I was today,” he says. “I’m an old re red Army major. I’ve always had high aspira ons, and I’ve always set high goals. I love to be a winner. I can’t stand to lose.”
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Decisions, Decisions, Decisions!!
ex·trap·o·late
1. infer: to use known facts as the star ng point from which to draw inferences or conclusions about something unknown 2. es mate value: to es mate a value that falls outside a range of known values, e.g. by extending a curve on a graph Synonyms: infer, induce, generalize, reason, deduce, conclude, draw conclusions Our job as managers depend on our ability to “read” the marketplace and to make changes and tweaks as necessary to allow us to keep up with change. Without the ability to extrapolate known facts and draw conclusions based off those facts, we couldn’t stay abreast of the industry, and would eventually fail. Here are some facts as they relate to the Parts Trader / State Farm Insurance issue that’s buzzing in our industry. Insurance companies as an industry, largely control the collision repairer industry through the various DRP programs. In exchange for a “chunk” of their business they many mes ask these shops for concessions. These arrangements started out innocently but over the years have become more intrusive into the repair shops processes and prices. State Farm grades their Select Service Shops by a complex grading system (Dashboard) that compares shops to each other and then a grade is given. The algorithm and methods of grading are not publicly disclosed. State Farm and Parts Trader are engaged in a pilot program in several US markets that will require Collision Shops to input es mates and the subsequent parts orders through the Parts Trader portal to suppliers. Par cipa on in Parts Trader is a supplier decision. Par cipa on in State Farm’s Select Service DRP is a repairer decision. State Farm has stated that they cannot guarantee that margins will remain the same, once this portal is being used. Parts Trader was founded in New Zealand and in that country they require OE’s to bid on parts orders through a blind bid process. The ini al Parts Trader portals required the OE Supplier to enter an MSRP (this has subsequently been removed). In 2014 Parts Trader plans to start charging suppliers to allow them to sell to the State Farm (and other insurers that may join). Continued on Page 16
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Continued from Page 15
Mr. George Avery of State Farm stated in a speech before the GCIA, that State Farm hopes to assist the industry, “by reducing totals because of parts compe veness reducing repair costs.” He went on to state that State Farm spends $3 billion per year for parts. Mr. Avery also said, at the GCIA mee ng, “The Birmingham repairers removed themselves from the program without giving the program an a empt and I feel this decision was based on misinforma on and specula on.” I understand the passion that surrounds this topic, but in reality it comes down to a basic business decision, based on the facts and our ability to draw conclusions based on the known set of facts. In my opinion you can only draw one conclusion based on the facts and what they infer. Tony Passwater has put together a website with a collec on of related documents on the PartsTrader issue. (Copy and paste in your browser or Ctrl+click) h ps://docs.google.com/folder/d/0ByS26G5qM17pNmoxeTVrRndkM3c/edit?pli=1 There is tons of informa on available and we suggest you visit the page, read the documents, and become educated on this very important issue. Subitted by Marvin Windham - Benchmark CDJR
U.S. Auto Sales Reach Post-Recession Peak in 2012 With the release of automakers’ year-end numbers over the past couple weeks, the U.S. auto industry capped its best year in terms of auto sales since 2007. The industry totaled 14.5 million deliveries in 2012, a post-recession peak that also marked the first three-year stretch of 10 percent growth since 1973. For a comparison, the industry averaged almost 17 million vehicles each year in the decade prior to 2007. General Motors Corp. increased its sales by 3.7 percent (2.6 million units) and retained its place as the overall sales leader in the U.S. market. Ford Motor Co. was second at 2.24 million, a 4.7 percent growth. Toyota was third at 2.08 million unit with 27 percent growth. The company also had the top-selling vehicle in the U.S. for the 11th straight year, the Camry. Chrysler Group LLC, with a 21 percent jump and 1.65 million units delivered, was fourth. Honda Co. was next at 1.42 million units in 2012, a 24 percent increase. Some of the most notable improvements in sales came from luxury automakers. BMW showed a 14 percent increase in its U.S. sales—including a staggering 39 percent jump in December—moving 281,460 total units for the year. MercedesBenz and Lexus also had big years.
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Jan-Feb 2013
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Allen Samuels Dodge Chrysler Jeep Ram Fort Worth, TX
Allen Samuels Dodge Chrysler Jeep Ram Waco, TX
Allen Samuels Chrysler Dodge Jeep Alliance Fort Worth, TX
Benchmark Chrysler Dodge Jeep Ram Birmingham, AL
Allen Samuels Chrysler Dodge Jeep Ram Port Arthur, TX
Buerge Chrysler Jeep Los Angeles, CA
Allen Samuels Dodge Chrysler Jeep Ram Houston, TX Allen Samuels Dodge Chrysler Jeep Ram Katy, TX
Contemporary C hrysler Dodge Jeep Milford, NH Earnhardt’s Gilbert hrysler Jeep Dodge Gilbert, AZ
Mopar Masters Guild Magazine
Hayes Chrysler Dodge Jeep Gainesville, GA
Blackwell Automotive Danville, VA
Hayes Chrysler Jeep Dodge Baldwin, GA 30511
Central Avenue Chrysler Jeep Dodge Ram
Hayes Dodge Chrysler Jeep Ram Lawrenceville, GA
Larry Roesch Chrysler Jeep Dodge Elmhurst, IL
Mark Dodge Mobile, AL
Reidman Motors Connersville, IN
Pollard Friendly Motor Company Boulder, CO
Jim Cogdill Dodge Chysler Jeep Knoxville, TN
Rairdon’s Dodge Chrysler Jeep Ram of Kirkland Kirkland, WA
Bald Hill Dodge Chysler Jeep Kia Warwick, RI
Stinnett Chrysler Dodge Jeep Newport, TN
Dutchess Dodge, Inc Poughkeepsie, NY
Leaders in the Sale of Quality Mopar Parts
19
WE LOOK FORWARD TO SEEING YOU IN ORLANDO!
We are a Proud Supporter of the Mopar Masters Guild. Š2013. All rights reserved.
Find out how we can personalize your marketing message to help grow your parts business: Contact: Chris Messer, Publisher
651.224.6207 ext. 14
e
cmesser@10missions.com
The exchange of information by like sized dealers in a non-competitive environment.
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Jan-Feb 2013
Mopar Masters Guild Magazine
Leaders in the Sale of Quality Mopar Parts
21
The exchange of information by like sized dealers in a non-competitive environment.
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Jan-Feb 2013
NEW
MOPAR LLW BRAKE POS MATERIALS ®
These all-new point of sale materials feature the Mopar® Value Line Brake Friction Lifetime Limited Warranty message and are available to support your On-Demand Brakes Promotion in your Service Lane.
MAKE MOPAR YOUR FIRST STOP FOR VALUE ®
FRONT OR REAR BRAKE SERVICE
$
XXXX
See Service Advisor for details.
* Includes front or rear disc brake pad or shoe replacement with Mopar® Value Line Brakes (semi-metallic), inspect rotor, drum and caliper, check brake fluid level and road-test vehicle. Refacing/machining and fluids extra. Lifetime Limited Warranty on Mopar Value Line brake pads and shoes. See your Service Advisor for details. Original equipment and ceramic brakes available at additional charge. Price does not include tax.
© 2012 Chrysler Group LLC. All Rights Reserved. Chrysler, Jeep, Dodge, Ram, SRT and Mopar are registered trademarks of Chrysler Group LLC. FIAT is a registered trademark of Fiat Group Marketing & Corporate Communication S.p.A., used under license by Chrysler Group LLC. Printed in U.S.A.
Indoor/Outdoor Sign (Two 1-sided panels) $72.00
24” X 36” Poster $15.00 each
Customizable Display Panel (Fits Tower Display) $26.00 each Panel comes personalized with the pricing of your choice!
8’ x 3’ Horizontal Banner $70.00 each
Visit the Service Drive Store today to place your order: www.dealers-mopar.com > Sales Tools > Service Drive Store > What’s New 17617 ©2013 Chrysler Group LLC. All Rights Reserved. Mopar is a registered trademark of Chrysler Group LLC. Printed in U.S.A.
17617_MoparMastersAdFeb2013.indd 1
Mopar Masters Guild Magazine
1/21/13 1:41 PM
Leaders in the Sale of Quality Mopar Parts
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10,000,000 OEM PARTS LISTED ON OUR WEBSITE EVERY DAY
200,000+ SEARCHES PERFORMED EACH MONTH
NUMBER 1 PARTS LOCATOR IN NORTH AMERICA
Want to list your parts on PartsVoice? Call 866.772.1850 or visit PartsVoice.com
PartsVoice | 713 Brooksedge Plaza Drive, Westerville, OH 43801 | 866.772.1850
The exchange of information by like sized dealers in a non-competitive environment.
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Jan-Feb 2013
Enhanced Marketing Forms Powered by ADP LaserStation
Increase Revenue and Improve Customer Retention Enhanced Marketing Forms make it easy to leverage information you already print on your ADP LaserStation Forms by converting existing document information into a powerful personalized point-of-sale marketing tool.
Enhanced Marketing Forms Can help
Drive Sales & Service Revenue Improve Your Check-In Process Drive Customers Back into Your Service Department Here’s Just a Few Examples: Sales Department Marketing to Service Customers
Extended Service Contract Reminder Letter Sales Alerts Thank You Letter (CSI Message) E-Mail Capture Denied Work Letter
Drive Customers Back into Your Service and Parts Department With Coupons Coupons, either Static or Variable are one of the main benefits of Enhanced Marketing Forms. Used as a Marketing tool, coupons are printed right on the forms at the point-of-sale to generate additional business.
Personalize Messaging at the Right Time Every Time With Automatic Triggers Based On
Static Coupons – print the same coupon on very
Invoice Date or Month (Seasonal Coupons)
Variable Coupons – print unique coupons based on
RO Opened Date
document
user defined triggering conditions
Mileage Existing or non-existing email Denied work indicator Customer Number Op Code Labor Type
ADP, Inc. Dealer Services Group / 1950 Hassell Road / Hoffman Estates, IL 60169-6308 / adpdealerservices.com / 888.424.6342 © 2012 ADP, Inc. - Dealer Services Group / ADP is a registered trademark of ADP, Inc.
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Enhanced Marketing Forms Continued Keep Customers Coming Back Time After Time With Oil Change Window Stickers Create custom oil change Window Stickers automatically. Enhanced Marketing Forms Window Stickers print when the repair includes the oil change op-code. A separate sheet of paper with the window sticker automatically prints with a customizable message to your customers.
Simplify Your Window Sticker Reminder Process Utilizes the data from your Dealer Management System (DMS) to automatically generate stickers
Provide dealership information as well as a date and mileage information for the next Service due.
Eliminates the need for expensive printers that only perform one function
Includes special offers for returning Removable, Customizable Oil Change Window Sticker
customers
Enhanced Marketing Forms Packaging Options Include: Sales
Vertical Data printing (for easy file retrieval)
Coupons*
Service & Parts
Additional layouts for:
Trigger Forms
Automatically triggered coupons and promotional offers
Automatically generated hang tags, dash sheets, and Multi-Point Inspection forms
Barcode Enhancements
o Service Invoices and Workorder
Hang Tags*
o Parts Invoices o Purchase Orders (2-up)* o Cash Receipts (2-up)*
Note: Standard formatting will be applied on all static coupons unless otherwise indicated on the sample form mockups. * Requires stock paper To learn how Enhanced Marketing Forms can help you drive more Revenue, call 888.424.6342 or visit us at adpdealerservices.com. ADP, Inc. Dealer Services Group / 1950 Hassell Road / Hoffman Estates, IL 60169-6308 / adpdealerservices.com / 888.424.6342 © 2012 ADP, Inc. - Dealer Services Group / ADP is a registered trademark of ADP, Inc.
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Jan-Feb 2013
EXTRA E XTRA S Stats: t at s : in Parts in Parts arts ar ts D Delivered eliv el iver erred ed e dM Monthly onth on thlyy thly
Routes R Ro outes uteess C ut Created rea re atted te ed d Monthly Mo on n nth thly th ly
Miles Mi M ile les Driven Driv Dr ive en n
IInvoices In nv vo oic ices es D Delivered eliiv el ve erred ed
Drivers D Dr riv iver iver ers Using Usin Us ing EXTRA EX E XTR TRA
ET ET TAs As Generated As Gen ene errat ate ed d
Using U Us sin sin ing EXTRA EXTR EX EXTR RA
Canadian C Ca an na ad adi diian ia an n Provinces Pro rov viinc nces es Using Us U sin ing EXTRA EX E XTR RA
www.eliteextra.com
Mopar Masters Guild Magazine
To streamline your business contact 1.888.484.8729 or visit www.eliteextra.com for more information!
Leaders in the Sale of Quality Mopar Parts
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Members of the Elite EXTRA team will be traveling to Orlando for our fourth NADA show. We’ll be unveiling new features and look forward to meeting customers and partners, new and old. EXTRA now serves clients in 32 states and Canada, and we’re looking forward to expanding even further in 2013.
Jim Ward
Ross Kleiner
Matt Porter
Jon Ward
So, please do stop by and visit us at Booth #3359 at NADA on Feb. 9-11 in Orlando. Learn what’s new and meet members of the EXTRA team: ‡ ‡ ‡ ‡ ‡
-LP :DUG President 5RVV .OHLQHU Business Development Manager 0DWW 3RUWHU Senior Account Manager -RQ :DUG Account Manager &KDG %DUW] Customer Relations Coordinator
Chad Bartz
EXTRA representatives Ross Kleiner and Matt Porter will be presenting at the MMG Meeting Vendor Session at NADA on Friday, Feb. 8 at 2 p.m.
Stop by Booth 3359 at NADA to see what’s next!
EAU CLAIRE CHARLOTTESVILLE | DENVER | MILWAUKEE | MINNEAPOLIS/ST. PAUL | OMAHA | SAN FRANCISCO
2985 58th Street | Eau Claire, WI 54703 | 715.874.2985
1.888.484.8729
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Jan-Feb 2013
Show your consumers you care while increasing your service proďŹ tability with a consistent selling and write-up tool. Dealers using Service Sales Kit experience: s /VER ADDITIONAL UPSELL HOURS PER MONTH s LABOR INCREASE PER 2/ s FEWER CLAIMS ON PRE EXISTING DAMAGE
,EARN MORE BY SCANNING THE 12 CODE VISITING http://bit.ly/ssk-fo OR CALLING 888.853.2617. Š 2013 The Reynolds and Reynolds Company. All rights reserved. 1086189 1/13
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Leaders in the Sale of Quality Mopar Parts
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Parts Procurement, Social Networking, I-CAR Top NORTHEAST 2013 Seminar Schedule The Alliance of Automo ve Service Providers of New Jersey (AASP/NJ) said that just about every hot topic that is of interest to the automo ve repair service industry will be touched upon at the upcoming 36th annual NORTHEAST 2013 Automo ve Services Show. The show takes place March 8-10 at the Meadowlands Exposion Center of Secaucus, NJ. The weekend starts off with the SCRS and AASP/NJ-hosted East Coast Resolu on Forum & Leadership Conference, which welcomes representa ves from na onal and local automo ve repair associa ons on Friday a ernoon at 1pm. This event will be followed by a panel discussion on the industry’s most controversial topic, insurer-mandated parts procurement. The panel will include representa ves from many of the State Farm PartsTrader program test areas across the country, as well as discourse on other similar programs currently in use or in development. Moderated by SCRS Execu ve Director Aaron Schulenburg, the panel is expected to be an early highlight of the weekend. “There are 100 reasons to come out to the NORTHEAST 2013 show,” says AASP/NJ President Jeff McDowell. “But if you only need one, it’s the parts procurement panel. This may be the single most devasta ng threat to our industry in decades. NORTHEAST 2013 is going to be the only place in the country where you’re going to get a chance to see so many professionals from different parts of the country who are experiencing these new programs. No repairer should even think of missing this.” Larry Montanez, one the industry’s leading speakers and trade writers (and a NORTHEAST favorite) will return to present “Damage Report Wri ng Case Study,” where a endees will follow along with three case studies on a quarter panel replacement, bumper fascia replacement and key scratch down the side of a vehicle. Addi onal procedures, materials, included and non-included items will be covered, along with calcula ons of procedures. Larry will also be teaming with Metropolitan Car-O-Liner to present a special “Calcula ng Frame/ Uni-Body Set Up and Realignment” demonstra on on Saturday morning. Future Cure will host an educa onal waterborne paint seminar, “Drying Waterborne in 2013: Just the Facts” as well as “Lease Financing Made Easy” and “Pain ng with Nitrogen: Inside the Collision Industry’s Best-Kept Secret” in conjunc on with Haydell Industries. NUCAR will facilitate two programs presented by GM Parts: “A er the Crash,” a seminar addressing new NVH technologies and several new safety features, and “Beyond the Four Strokes,” a presenta on using real world scenarios based on vehicles from several manufacturers to focus on engine mechanical related misfires diagnosis, SIDI engine service techniques and most recent engine sensor technology. I-CAR will be represented by its latest class, “Vehicle Technology & Trends 2013 (NEW13)” and the brave new world of social media marke ng will be addressed by Frank Terlap of Summit So ware Solu ons in “Digital Marke ng = More Customers, Revenue and Profit.” “With all our area has gone through over the past year, NORTHEAST 2013 really has so much more significance this year,” McDowell adds. “Tough mes make for tough solu ons. NORTHEAST 2013 is a great place to find them.”
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Jan-Feb 2013
Met P&C Will Reimburse Drivers Over Alleged Auto Insurance Overcharges Insurance Company Allegedly Failed to Pay Refunds; AG’s Office Investigating Other Insurance Companies to Determine Whether They Have Engaged in Similar Practices BOSTON – Metropolitan Property & Casualty Insurance Company (Met P&C) has se led allega ons that it failed to refund surcharge premiums to automobile insurance policyholders a er those surcharges were eliminated by the Commonwealth’s Board of Appeal, or otherwise removed from consumers’ driving records, A orney General Martha Coakley announced today. The agreement will mandate an audit to determine the amount of res tu on owed to consumers and will block these alleged overcharges from happening in the future. “This is another example of an auto insurance ra ng problem that our office discovered as a result of a consumer complaint,” AG Coakley said. “While we are troubled that these overcharges occurred, we are pleased that we were able to stop this unlawful prac ce and protect consumers.” The Commonwealth’s Board of Appeal is an independent board that reviews the fairness of at-fault accident determina ons made by insurance companies for surcharge purposes. Once a surcharge is vacated by the Board of Appeal, insurance companies are required by law to refund the surcharge premium to the policyholder. The AG’s Office began its inves ga on of Met P&C’s surcharge prac ces a er receiving a complaint from a Massachuse s consumer whose surcharge had been vacated by the Board of Appeal in 2010. The inves ga on revealed that Met P&C had reportedly failed to refund the consumer more than $700 in surcharge premiums. Met P&C cooperated with the A orney General’s inves ga on. Under the terms of the assurance of discon nuance filed in Suffolk Superior Court last week, Met P&C will engage in a supervised audit of the relevant insurance policies to determine refund amounts, provide res tuon to consumers plus 6% interest, and pay the Commonwealth $50,000 plus addi onal amounts depending on the results of the audit. Not all policyholders who had their surcharges vacated by the Board of Appeal are expected to be affected. The AG’s Office is now inves ga ng other insurance companies that write auto insurance in Massachuse s to determine whether they have engaged in similar prac ces. Consumers who believe that they paid surcharge premium to a carrier that was not refunded a er their surcharge was vacated by the Board of Appeal should call the A orney General’s Insurance & Financial Services Division at 1-888-830-6277. The A orney General’s Office is inves ga ng this ma er with the assistance of the Merit Ra ng Board. This case is being handled by Inves ga ons Supervisor Arwen Thoman, Mathema cian Burt Feinberg, Legal Analyst Emily Garvey, and Assistant A orney General Glenn Kaplan, Chief of A orney General Coakley’s Insurance & Financial Services Division.
Mopar Masters Guild Magazine
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New Aftermarket Parts Regs Receive Final Approval in California California Insurance Commissioner Dave Jones announced on Friday that the Office of Administra ve Law (OAL) has approved amended regula ons submi ed by the California Department of Insurance (CDI) regarding the use of a ermarket crash parts. The new regula ons are expected to become effec ve on January 30, 2013 with compliance required 90 days a er they are filed with the Secretary of State, or on March 30, 2013. Any claims handling that takes place on or a er the compliance date of March 30, 2013 will be required to comply with these regula ons. Specifically, the new regula ons will:
Require an insurer to pay for the costs associated with returning a defec ve part and the cost to remove and replace the defec ve part with a compliant non-OEM part or an OEM part;
Require the current insurer’s warranty be expressly stated in the es mate of repair generated by the insurer;
Require an insurer to cease use of a part known to be non-compliant, and to no fy the part distributer within thirty (30) days;
Require an insurer to pay for an amount to repair the damaged vehicle to its pre-loss condi on in a good and workmanlike manner, based upon the repair standards required by auto body repair shops licensed by the Bureau of Automo ve Repair.
Commissioner Jones said the new regula ons were sought to further protect California consumers from physical and financial harm caused by defec ve or inferior a ermarket parts and to enhance insurer accountability in the claims process. “The amendments build on exis ng protec ons by requiring insurers to se le automobile insurance claims using repair standards described by the Bureau of Automo ve Repair, and not the insurer’s own standards of repair,” said Commissioner Jones. “This also places greater accountability on the insurer when they require use of an a ermarket replacement part so that damaged automobiles are repaired properly and safely.” The Insurance Department said that a er inves ga ng complaints from consumers and repair shops and evalua ng the law, the Department drew the conclusion that defec ve or otherwise non-compliant a ermarket parts con nued to infiltrate the repair process due to insurers’ failure to perform the necessary steps to ensure public safety. CDI said it had been made aware of defec ve a ermarket bumper reinforcements, hood latches, and other safety related parts being required by insurers that otherwise were not compliant with current repair standards. CDI said it had also been made aware of substan al costs borne by automobile repair shops and their customers associated with installing defec ve or poorly fi ng parts required by insurers. Performing repairs that do not comply with current repair standards or placing an inferior a ermarket part in a vehicle may cause the vehicle’s value to depreciate. Defec ve parts may cause injury or even death if they malfunc on, the Department said. During the formal rulemaking process to develop the amended regula ons, CDI listened to stakeholders represen ng consumers, insurers, shops, distributors, and automobile manufacturers. CDI also held a pre-rulemaking workshop in November 2011, which included strong representa on of many stakeholders involved in the process.
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Jan-Feb 2013
2013 M MMG MG C Com o m m itte i t t ees es President Vice President Treasurer Secretary
Steve Hofer Rick Cutaia Mark Skinner Joe McBeth
Park CJ – Burnsville, MN Rick Hendrick Dodge – Charleston, SC Power CJD – Phoenix, AZ Dallas DCJ – Dallas, TX
Gerry Oakes Marvin Windham Dan Hutton Paul Allred
Baxter CJD – Omaha, NE Benchmark CJD – Birmingham, AL Tom O’Brien CJD – Greenwood, IN Stateline CJD – Fort Mill, SC
Vendor Chairman
Dan Hutton
Tom O’Brien CJD – Greenwood, IN
Newsletter
Dan Murphy Don Cushing
Chapman CJD – Scottsdale, AZ Bald Hill DCJ – Warwick, RI
Nada 2013 Planning
Marvin Windham Andy Reed
Benchmark CJD – Birmingham, AL Allen Samuels DCJ – North Richland Hills, TX
Membership
Open
Executive Committee All of the above as well as:
Committees:
Vendor Committees ADP
Gerry Oaks Paul Allred Andy Reed Rick Monteiro Mike Mulkins
Baxter CJD – Omaha, NE Stateline CJD – Fort Mill, SC Allen Samuels DCJ – North Richland Hills, TX Jack Powell CJD – Escondido, CA Go Chrysler Jeep West – Golden, CO
R&R
Rick Cutaia Ken Kokoszka Rich Schott
Rick Hendrick Dodge – Charleston, SC Pollard Friendly Motors – Boulder, CO Moore CJ – Peoria, AZ
Dan Hutton Paul Allred Brent Hoge
Tom O’Brien CJD – Greenwood, IN Stateline CJD – Fort Mill, SC Larry H. Miller CJD – Sandy, UT
Dealer Tire
Paul Allred Susan McDaniel Joe McBeth
Stateline CJD – Fort Mill, SC Bill Luke CJD – Phoenix, AZ Dallas DCJ – Dallas, TX
Elite Extra
Rick Monteiro Larry Morris Ken Kokoszka J.D. Ipsen Steve Hofer
Jack Powell CJD – Escondido, CA Fred Beans DCJ – Doylestown, PA Pollard Friendly Motors – Boulder, CO Ken Garff West Valley CJD – West Valley, UT Park CJ – Burnsville, MN
UPS
Marvin Windham Brent Hoge Casey Brown Glen Hojnacki Ken Kokoszka
Benchmark CJD – Birmingham, AL Larry H. Miller CJD – Sandy, UT Allen Samuels DCJ – Katy, TX Milosch’s Palace CJD – Lake Orion, MI Pollard Friendly Motors – Boulder, CO
OEConnection Snap-On
Mopar Masters Guild Magazine