Leaders in the sale of quality Mopar Parts.
March-April 2014 In This Issue
Industry Members & Attorneys Discuss PartsTrader Rollout at Northeast Trade Show Page 3
President Rick Cutaia ............................... 2 Mississippi Shop Owners, Lawyer, Complete Nine State Tour................... 4-5 Maryland Parts Bill Receives Unfavorable Vote ....................................... 5 Women’s Industry Network 2014 Educational Program Announced ......... 7 Chrysler Windsor Plant 1st in N.A. to Earn World Class Mfg. Silver Status ... 9
Auto Industry Customer Satisfaction Hits 20 Year High Pages 6-7 Chrysler 200 Adds Luxury Touches Page 8
MMG Supporting Vendors .............10-11 ADP ......................................................12-13 Mopar .........................................................14 Magneti-Marelli ......................................15 Elite Extra...........................................16-17 OEConnection ....................................18-19 UPS .............................................................20 Autobody News........................................21 Katzkin .......................................................22 Corporate Billing LLC ...........................23 Reynolds & Reynolds..............................24 FenderBender ...........................................25 Partnering Against the Unknown .26-28 Passages: Mike Doyle .............................28 Proposed Legislation in RI ...................29 2014 MMG Committee..........................30
The exchange of information by like size dealers in a non-competitive environment.
Mopar Masters Guild
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March-April 2014
From the Desk of MMG President Rick Cutaia Change. One thing that is certain in automo ve industry is Change. We all experience changes every day in the way we conduct business not only from the Manufacturer but also with outside influences as well. It is some me difficult to manage change when usually it is for the good but trying to convey that to our employees can be difficult. I recently found reasons why people resist change. 1. Misunderstanding about the need for change/when the reason for change is unclear- If staff does not understand the need for change you can expect resistance. Especially from those who strongly believe the current way of doing things works well… and has done so for many years! 2. Fear of the unknown- One of the most common reason for resistance is fear of the unknown. People will only take ac ve steps toward the unknown if they genuinely believe- and perhaps more importantly, Feel that the risk of standing s ll are greater than those of moving forward in a new direc on. 3. Lack of competence-This is a fear people will seldom admit. But some mes, change in organiza ons necessitates changes in skills, and some people will feel that they won’t be able to make the transi on very well. 4. Connected to the old way-if you ask people in an organiza on to do things in a new way, as ra onal as that new way may seem to you, you will be se ng yourself up against all that hard wiring, all those emo onal connec ons to those who taught your audience the old way – and that’s not trivial. 5. Low trust- When people don’t believe that they, or the company, can competently manage the change there is likely to be resistance. 6. Poor communica on- It’s self-evident isn’t it? When it comes to change in management there’s no such thing as too much communica on! 7. Benefits and rewards- When the benefits and rewards for making the change are not seen as adequate for the trouble involved. So these are some examples how people perceive change. How we deal with these individuals depends on how we handle whatever changes we are making in doing business every day because the way we are doing business today will absolutely change and change again.
Sincerely, Rick Cutaia, MMG President Rick.cutaia@hendrickauto.com
Mopar Masters Guild Magazine
Leaders in the Sale of Quality Mopar Parts
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Industry Members and Attorneys Discuss PartsTrader Rollout at NORTHEAST Show Five-person panel met with showgoers to address quesƟons and concerns about the program’s impact on shops at both the state and naƟonal level. A panel consis ng of industry members and a orneys met with NORTHEAST Show a endees Friday, March 21 to discuss the rollout of PartsTrader in New Jersey and its impact on collision repairers throughout the state and country. The mee ng took place at the Meadowlands Exposi on Center in Secaucus, N.J. Panelists included Barry Dorn, Washington Metropolitan Auto Body Associa on (WMABA) past president and SCRS past chairman; Ed Kizenberger, execu ve director for the New York State Auto Collision Technicians Associa on (NYSACTA) and Long Island Auto Body Repairmen’s Associa on (LIABRA); Tom Elder, president of Auto Body Distribu ng; Mitch Portnoi, a orney at PPGMS; and Joshua Bauchner, a orney at Ansell, Grimm and Aaron. They addressed ques ons and concerns from collision repairers in the room, including delays in parts delivery, difficulty returning parts and the “ulterior mo ve” of State Farm. “The underlying mo ve is that someone is trying to control the way you do business,” said Bauchner. Added Dorn, “[State Farm] believes they can control the flow of repair, what gets returned and what gets put on the car. The problem is when you walk with people with zero credibility, you lose your credibility.” According to the panel, although independent shops do not have to partake in the State Farm/PartsTrader program, they too will eventually be impacted. “The independent shop is going to inherit the bad behavior of a select few,” said Kizenberger. The general consensus from both panelists and showgoers was that PartsTrader and similar programs are stepping in between shops and vendors, disrup ng their rela onship. Elder explained that the goal of PartsTrader is to get the lowest price for a part, and if the price gets low enough, the MSRP will be adjusted. “Almost without excep on, every dealer in our coopera on joined PartsTrader, and that concerns me,” he said. “Without Auto Body Distribu ng, a lot of people in New Jersey would have had to pay a lot more for parts.” But perhaps the biggest ques on in the room was, “How does this program, in addi on to other insurer-mandated parts procurement pla orms, impact consumers?” “What only you can claim and [the insurers] can’t is that these programs compromise safety and quality for the consumer. That’s what we need to focus on,” said Bauchner. At one point, the panel asked the room if anyone present thought PartsTrader was a good thing. Not one person replied or raised their hand. One a endee asked Dorn if the program has been good for his business, to which Dorn said, “No.” John Mosley, the Mississippi shop owner who recently filed an injunc on against PartsTrader along with other repairers in his state, was in a endance with his a orney, John Eaves, Jr. “When did we become an industry of cowards?” he asked. Another a endee asked for legal advice on how best to combat the program. Bauchner explained that shop owners should align with consumer groups and get their voices heard by Congress by explaining that these programs kill compe on and small businesses. “Un l it becomes an issue, they’re not going to pay a en on,” he said. Source: Gina Kuzmick www.bodyshopbusiness.com
The exchange of information by like sized dealers in a non-competitive environment.
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March-April 2014
Mississippi Body Shop Owner, Lawyer Complete Nine-State Tour of U.S. John Mosley says shop owners waking up quickly; aƩorneys recognizing “unjust enrichment” is beƩer basis for lawsuit than contract law. Mississippi body shop owner John Mosley and a orney John Eaves Jr. recently wrapped up their nine-state tour of the U.S. educa ng collision repairers on figh ng mandated parts procurement programs, with Mosley calling it a success overall. “Now that so many have had a taste of parts procurement, these shop owners are waking up in large numbers. The momentum is building quickly,” said Mosley. “The last week has been amazing. The shop owners understand, and the cream is rising to the top in every state. Guys like Burl Richards with Burl’s Collision in Texas, Ma and Brandon Parker with Parker Auto Body in Louisiana, Tim Waldren in Nevada and Jeff Butler in Washing on are at the top of a long list of collision shop owners who have stepped up and took the torch in their areas to show others the way to success.” Due to inclement weather condi ons, the duo’s arrival in Texas was delayed. But according to Mosley, not one single shop owner le the mee ng before the pair could get there. “The guys lined up to give John Eaves their paperwork and thank him for his dedica on to helping shop owners take their businesses back while protecting consumers and taking care of the technicians who have literally been stolen from for years,” he said. Mosley said what was even more amazing than the Texas repairers wai ng pa ently for he and Eaves to arrive was the looks on a orneys’ faces when they heard what their case against insurers is based on. “When they hear the basic rule of law in this case explained, they’re amazed,” he says. “It is such a simple, basic rule of law, and yet the a orneys realize they, too, have been duped by the insurance industry to a great extent. The unjust enrichment is a pillar of law that our society could not exist without as we know it. It merely means if you provide services or goods for another, the en ty or person responsible for paying for the same is required to pay. If they don’t, they have unjustly enriched their wealth at your expense. The courts won’t tolerate this. “All this me, the a orneys have been hung up on the rule of law governing contracts, which they say don’t exist between body shops and insurance companies. Even the DRP shops find they have no contract with the insurance company. They have an agreement. What value is the agreement to a shop other than the fact you don’t feel like the customer will be steered away from your shop?” Mosley admits that it was discouraging to hear repairers complain about the injus ces done to them, only to express fear of doing anything to fight them. But he hopes his message will get across to those willing to take a stand. “When I first went on the road with John Arthur Eaves Jr. to help educate the industry and inform them of the effort to change the direc on this industry was taking, it was sad to hear the shop owners airing their complaints about parts procurement, unpaid procedures, suppressed labor rates, par al payment on materials and the other problems we now face, only to have them end the conversa on by saying, ‘I am scared to not stay with the program.’ Our message is clear: You can no longer run your business by fear. You must analyze your situa on and make a decision based on good business principles. If you are too weak to do this, you should plan your exit strategy so you can at least go out of business in an orderly fashion. Continued on Page 5
Mopar Masters Guild Magazine
Leaders in the Sale of Quality Mopar Parts Continued from Page 4 “Those of us who have taken the duty to preserve and advance this industry free of the strong arm of the insurance industry are doing so at our own expense with no expecta on other than the sa sfac on of seeing the leaders in every state take a stand to not only help their own businesses, but to offer help to all the shops in their community. On May 25, 2012, I wrote a le er to George Avery, telling him that the effect of PartsTrader would be to unite our industry. This is happening every day. There will be a day in the near future when PartsTrader will be declared a failure. Certainly, they will polish the message so it appears to be something less than the incredulously bad idea someone at State Farm decided to force on the collision repair industry, but nonetheless, we will know it is a failure. “What will remain will be a much stronger, more educated collision repair industry. We will succeed in taking our businesses back. We will have associa ons in place to safeguard our industry and the consumer to prevent this abuse in the future. Our future will be dictated by the merits provided by a true system of free enterprise, on where compe on, quality and good consumerism will determine our success. I am proud to claim our shop as being prepared to succeed.” Source: Jason Stahl - www.bodyshopbusiness.com
Maryland Parts Bill Receives Unfavorable Vote in House Committee House Economic Ma ers commi ee votes 16-7 against the proposed legisla on that would ban insurance mandated parts and materials procurement processes and provide for only OEM crash parts for three years a er a vehicle is manufactured. In a vote in the House Economic Ma ers commi ee on Friday, Maryland House Bill 574 (HB574), sponsored by Delegate John A. Olszewski, Jr., received an unfavorable report out of the commi ee. Introduced in January, HB574 and its companion, Senate Bill 487, sponsored by Senator John C. Astle, sought to prohibit insurance company personnel from specifying a specific vendor for parts or materials or part procurement process, and would have required OEM crash parts for a period of three years a er the date of manufacture of a vehicle. In a 16 to 7 vote on Friday, the House Economic Ma ers commi ee voted for an unfavorable report on HB574. In Maryland, commi ees report to the legislature on the bills that are assigned to them as favorable, with or without amendment, unfavorable, or without recommenda on. Having been voted out of commi ee, the bill now returns to the floor of its chamber of origin accompanied by a report of commi ee ac on for considera on. No ac on has been taken on SB487. The bills provided common ground for insurers and non-OEM parts suppliers in opposi on. Several insurance and a ermarket parts groups tes fied in opposi on to the bill. Repair facility operators that support the legisla on believe it protects consumers and preserves a repair facility’s ability to manage its opera ons. The Washington Metropolitan Auto Body Associa on supports the proposed legisla on believing it necessary to protect the rights of repair facili es to operate their business independently and protect consumers. Source: www.collisionweek.com
The exchange of information by like sized dealers in a non-competitive environment.
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March-April 2014
Auto Industry Customer Satisfaction Hits 20-year High Customer satisfaction with major automakers has returned to its highest point in the nearly 20 years of the widely tracked American Customer Satisfaction Index, which uses data from about 70,000 customer interviews to measure their satisfaction with more than 225 companies in 47 industries. The auto industry achieved an overall ranking of 84 out of 100, tying 2009 for its bestever mark. But this year's performance is the industry's most impressive, because customer satisfaction was artificially high in 2009, said David VanAmburgcq, managing director of ACSI, based near Ann Arbor, Mich., and with partners including the University of Michigan business school. In 2009, customers were happy because vehicle prices hit rock bottom when the U.S. government launched the cash-for-clunkers incentives in the summer of 2009 during the depths of the Great Recession. Prices have since rebounded — but consumers still are satisfied. ACSI measures three-year satisfaction among new vehicle buyers. That is a much longer evaluation period than J.D. Power and Associates' Initial Quality and APEAL studies that only measure consumers' impressions during the first 90 days they have a vehicle. "The automakers are paying more attention to improving the quality of the vehicles themselves. This might be a little more real, a little more sustainable," VanAmburg said. Six of the nine domestic auto brands improved from 2011 to 2012: The Jeep brand rose from a score of 79 to 83, while Dodge edged up from 79 to 81. The Chrysler brand went from 76 to 78 -- though still ranked at the bottom of the industry. "Obviously there are lots of indicators that Chrysler has been improving," VanAmburg said. "Its financials have been showing that; its sales are up. They had such a gap with Ford and GM. They've closed that gap, but there's still some ground to make up." Ford's Lincoln brand, which is in the early stages of a makeover, had the best score, at 90. But VanAmburg cautioned that its declining sales in recent years helped its score. "What you'll find is that precisely because a customer base is shrinking, the ACSI score can go up because essentially what's left is your most-loyal, most-satisfied niche customer base," he said. Despite improvement among the domestic brands, foreign companies still lead. Toyota's Lexus luxury brand was second-best at 89, up 2 points. Subaru (87), BMW (86), Hyundai (85), MercedesBenz (85), Toyota (85) and Volkswagen (85) all beat the industry average. GM's Buick posted the third-best score at 87, up 2 points. Chevrolet rose 2 points to 84, while Cadillac slipped a point to 86. Ford brand fell a point behind Chevrolet to 83. Nissan (83), Kia (82) and Mazda (82) all trailed the industry average. Overall, the industry's level of customer satisfaction was comparable to the soft-drink industry or consumer electronics, VanAmburg said. The auto industry beat the scores of the U.S. government (67), banks (75), hospitals (76), newspapers (64) and software (77), but trailed credit unions (87), consumer electronics (85) and soft drinks (85). Continued on Page 7
Mopar Masters Guild Magazine
Leaders in the Sale of Quality Mopar Parts
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Continued from Page 6 "It's actually very strong," he said. "What we find is that manufacturing, generally speaking, trumps services in terms of customer satisfaction. A manufactured product is obviously easier to quality control. In services, you're relying on someone else's human interaction." Source:www.automotivenews.com
Women’s Industry Network 2014 Educational Conference Program Announced The Women’s Industry Network (WIN) Conference Committee announced that this year’s Conference attendees will “Power Up” to be the best they can be. This year’s event is scheduled for May 5-7, 2014 at the Paradise Point Resort & Spa in San Diego, Calif. The Conference will kick off with featured keynote speaker Dr. Verna Cornelia Price, who will present “The Power of You!” a message of personal and professional understanding and empowerment. Colette Carlson, next up, will share her engaging message, The Hard, Cold Truth – Working Hard Isn’t Working. The program also features Bridging the Generational Gap, The Increasingly Interconnected APD Ecosystem, and Keys to Success. Additional workshop sessions over the non-stop two and a half day Conference include The Green Revolution, Mastering the Muck of Your Technology, and Truth About Negotiation: A$K and You Shall Succeed. The Scholarship Walk, an annual tradition at the conference, will afford attendees a health break while supporting WIN’s Scholarship Program. Additional special events include a Welcome Luau Dinner on the beach and the WIN Gala Dinner and Most Influential Women (MIW) Awards Ceremony. This is the inaugural year of WIN’s presentation of the MIW awards. The dinner will recognize women who have been nominated by their peers as outstanding business and civic leaders and 2014 will also usher in a new era of scholarships for WIN. For the first time, WIN will award tuition scholarships to applicants from both secondary and post-secondary schools as the winners pursue their education in technical colleges across the country. Some of those winners will be in attendance at the conference. Paradise Point was named “Best Hotel Space” by the Professional Convention Management Association and is known for its efforts to promote sustainable practices throughout their facility. The hotel routinely follows an exhaustive list of practices that foster sustainability including water, fuel and electricity conservation, advanced recycling and repurposing, and paper-less communication throughout their facility. In addition to programming focused on sustainability, WIN has focused their efforts for this Conference on reducing their carbon footprint to foster a more sustainable future by reducing printed materials (invitations, brochures and program materials), shifting in-session practices to reduce waste, and shifting resources from purchasing “giveaways” to the scholarship fund. Registration for the Conference will open soon. The latest information from WIN and the Conference Committee is available online.
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March-April 2014
Chrysler 200 Adds Luxury Touches LOUISVILLE, Ky. -- Chrysler Group executives believe their redesigned Chrysler 200 is good enough to replace its predecessor and the Dodge Avenger and still gain in the crowded mid-sized sedan segment. The new 200, riding on a Fiat-derived platform and sporting a nine-speed automatic transmission with available all-wheel drive, notably advances the ride, design and performance of the outgoing 200. Last year, the automaker sold 122,480 200s and 93,842 Avengers. Chrysler wants the new 200 to at least match the combined sales of the two predecessors. The basics: The new 200 rides on the same CUSW platform as the Dodge Dart and Jeep Cherokee and shares many parts with those nameplates. The base LX model starts at $22,695 and features a 184-hp 2.4-liter inlinefour. Next up the ladder is the Limited, starting at $24,250, which the company says will be the top seller. Prices include shipping. Consumers seeking leather seats and Chrysler’s 8.4-inch Uconnect infotainment system will have to move up to the S trim level, at a starting price of $25,490, including shipping. Also optional on the S is an awd system similar to the Cherokee’s that automatically disconnects the rear differential and driveshaft when additional traction isn’t required. A new top-level C trim adds interior luxuries, such as a wood grain instrument bezel, for a starting price of $26,990. Maxed out, an awd 200C with the optional 295-hp 3.6-liter V-6 will run nearly $39,000, executives said. Prices include shipping. Notable features: The 200 has new exterior styling that Chrysler executives said greatly improves aerodynamics and fuel economy. Chrysler brand chief Al Gardner said that although the EPA has not yet rated new 200’s fuel economy, he expects the car to get 35 mpg on the highway. Inside the cabin, the 200 shines. The rotary-dial gear shifter, radio and temperature controls are mounted between the center stack and the center console. A sliding cupholder allows access to large storage spaces between the front seats. What Chrysler says: “The 200 will redefine the Chrysler brand, and we’re confident it’s going to make a major contribution to our continued resurgence,” said Chrysler Group CEO Sergio Marchionne. “We’re making a big bet on its success.” Shortcomings and compromises: Entry into the back seat is extremely compromised by the 200’s shortened door openings, forcing occupants of even moderate height to duck their heads through the lowered sill. Rear head and legroom is acceptable, but not generous, especially when compared with others in the segment. The market: Mid-sized sedans make up the industry’s largest car segment, with 2.6 million units sold in 2013. The segment includes some of best-selling nameplates, such as the Toyota Camry and Honda Accord. The Ford Fusion is the only other nameplate in the segment to offer optional awd. The new 200 is expected to begin arriving in dealerships by the end of June. The skinny: The new 200 is more competitive than either of the cars it replaces, with superb ride and handling, especially with the optional V-6 awd. Its high-end trim interior is more luxurious than Japanese competitors, but the difficult entry to its rear seat might be a deal-breaker for some buyers. Source: www.automoƟvenews.com
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Leaders in the Sale of Quality Mopar Parts
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Chrysler’s Windsor plant 1st in N.A. to earn World Class Manufacturing silver status DETROIT -- Chrysler Group’s Windsor, Ontario, assembly plant has become the first North American plant to achieve silver status under the automaker’s World Class Manufacturing system, Chrysler said today. That means the plant, which will be overhauled this year to build the next genera on of the Chrysler Town & Country minivan, is Chrysler’s best performing and most produc ve plant on the con nent. World Class Manufacturing, introduced by Fiat when it took control of Chrysler in 2009, aims to reduce waste and injuries while improving quality and efficiency. It uses 10 managerial and 10 technical pillars to measure each job and ac on in a plant, and rates the plant’s performance on a 100-point scale. Fiat and Chrysler plants worldwide are audited about twice a year. The Windsor plant is the first in North America to score at least 60, earning silver status. Windsor scored 61 on its most recent audit, Chrysler spokeswoman Jodi Tinson said. Three other plants -- Toledo Assembly; Dundee Engine in Dundee, Mich.; and Sal llo Truck Assembly in Mexico -- have earned bronze status by scoring at least 50. On their most recent audits, Toledo and Sal llo scored 58 while Dundee scored 57, Tinson said. In April 2012, Windsor became Chrysler’s first plant to earn bronze status. The silver designa on comes just weeks a er Chrysler withdrew its request for federal and provincial aid in Ontario to overhaul the plant, which employs nearly 4,700. The automaker has said that it will use its own money to invest in Windsor for the next-genera on minivan, and would look to other areas to reduce the cost of building vehicles there.
Chrysler’s Windsor, Ontario, assembly plant, which will be overhauled this year to build the next genera on of the Chrysler Town & Country minivan, is the company’s best performing and most produc ve factory in North America. Photo credit: BLOOMBERG
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Our Supporting Vendors: Support those who support you.
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March-April 2014
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Leaders in the Sale of Quality Mopar Parts
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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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March-April 2014
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The exchange of information by like sized dealers in a non-competitive environment.
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March-April 2014
REFRESH YOUR SERVICE CENTER ITEMS FOR THE SPRING SEASON April is National Car Care month. It’s the perfect time to conduct Vehicle Checkups and upsell necessary and important services to your customers. Help get them ready for spring and summer travel by utilizing the following items:
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AIR FILTER FILTER CABIN AIR BLADES WIPERS & WINDSHIELD Taillamps
Full Empty
BRAKE POWER STEERING
________
Left Rear Brakes
Left Rear Shock
Pressure ________ Wear Pattern ___ /32nds Tread Depth
ATTERY Wear Pattern ___ /32nds sLAMP3sB Tread Depth 'sWIPER3 2sCOOLIN SE3sFILTE BELT3sHO Power Steering BELTS
TIRE
______ lbs Pressure ________ Wear Pattern ___ /32nds Tread Depth
Vehicle Year/Model Phone
Mileage
VEHICLE
TIRE RIGHT FRONT______ lbs
TIRE RIGHT REAR ______ lbs Pressure
LEFT REAR Pressure ________ Wear Pattern ___ /32nds Tread Depth
Name
VIN Number V
VEHICLE
VEHICLE CHECKUP
Motors Anytown Street 123 Main 248 5551212
and OK Checked future attention Will need attention immediate Requires Not applicable
Date
RF
LR
LF
CHECKUP
Vehicle Year/Model Phone R.O. Number
ATTENTION
RR
AND OK
TIRE LEFT FRONT ______ lbs
Motors Anytown Street 123 Main 248 5551212
Service & Parts
Vehicle Year/Model
MOTORS ANYTOWN NE TELEPHO
Customer
Reset
REFRESH YOUR INDOOR/OUTDOOR SIGNS
Boots
Filter
Transfer
Exhaust System
Case
U-Joints
Fluid Brake Fluid
Transmission
Fluid
Rear Differential
Right Rear Brake Pads
Left Rear Brake Pads
Transmission Fluid
Taillamps L ______________ R ______________ C ______________
Exhaust System
Right Rear Shock
Notes:
Right Rear Brakes
Right Front Wiper
Tire Right Rear Tread Depth
Cabin Air
Filter
Right Front Strut
Taillamps
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ORIGINAL
– CUSTOMER
COPY
CANARY
Dodge, Ram,
– DEALER
SRT and Mopar
FILE
PINK – FOLLOW-UP of Chr trademarks
FILE
are registered
WE’LL HELP KEEP YOUR VEHICLE RUNNING SMOOTHLY. Spare Tire Power Steering Fluid Transmission Fluid
Brake Fluid
Rear Differential Taillamps
Front and Rear Windshield Wipers and Blades Hoses
Oil Change Interval Indicator Reset Shocks
Cabin Air Filter Tires Wiper Washer Fluid Rear Brakes Motor Oil Air Filter
Headlamps Rear Suspension Exhaust System
Belts
U-Joints Shocks/Struts
Battery Check
Steering Components
Engine Coolant
Front Brakes
Transfer Case Front Differential
UNDERSTANDING UNDERSTANDI ERSTANDING NG
Axle Boots Front Suspension
Red = Vehicle Checkup Blue = Vehicle Checkup Plus
YOUR VEHICLE CHECKUP.
ASK ABOUT OUR MULTI-POINT CHECKUP 17490 1112 © 2012 Chrysler Group LLC. All Rights Reserved. Mopar is a registered trademark of Chrysler Group LLC. Printed in U.S.A.
BRAKE WEAR GAUGES AND BRAKE SHOE WEAR SAMPLE These tools allow you to quickly and easily explain the condition of your customers’ brake pads to determine how soon service is required. Brake Wear Gauges give an accurate measure of pad thickness while the Wear Sample shows when it’s time to replace. Seeing is believing and these tools are handy for any service technician to carry.
This winter was rough on our vehicles, and likewise it was rough on your roadside signage. Freshen your signs and holders, or simply add to your visibility with additional Service Lane markers. Create a greater presence for your Service Lane with these popular signs: UÊ Ý«ÀiÃÃÊ > i UÊ-iÀÛ ViÊ> `Ê/ ÀiÊ i ÌiÀ UÊ"«i Ê->ÌÕÀ`>ÞÃ UÊ"«i Ê->ÌÕÀ`>ÞÃÊEÊ-Õ `>ÞÃ UÊ, } ÌÊvÀ ÊÌ iÊ-Ì>ÀÌ
RIGHT R RI IIG IGHT GHT
NEXT XT T OW OWNERS WORKSHOP P
WEDNESDAY WE P.M - 9:00 P.M. M. 7:300 P.M. SERVICE HOURS 7:00 AM - 5:00 PM
©2014 Chrysler Group LLC. All Rights Reserved. Mopar is a registered trademark of Chrysler Group LLC. FIAT is a registered trademark of Fiat Group Marketing & Corporate Communication SpA, used under license by Chrysler Group LLC.
Visit the Service Drive Store at www.dealers-mopar.com > Retail Tab > Service Drive Store to order your materials. 18527_SDS_April_Playbook.indd 1
Mopar Masters Guild Magazine
3/14/14 2:16 PM
Leaders in the Sale of Quality Mopar Parts
20
15
AUTOMATED CASH BACK ON MAGNETI MA AGNETI MARELLI PARTS
Call your local Chrysler Chrysler, Jeep , Dodge or Ram dealer h ddeals l on starters, alternators, l bbrake k padd ki hhoe sets for hot kits, shoe and ignition coils, or visit mopar.ws/mm20 for details on rebate*. ®
*20% automated rebate on orders ends June 30, 2014. Total monthly purchases must reach $100 or more in order to receive automated rebate. Offer excludes Chrysler, Jeep , Dodge, Ram, SRT and FIAT vehicles. Available at participating dealers. Cannot be combined with any other offers. ®
®
®
Offer ends June 30, 2014 – ACT NOW! Get the quality and convenience you expect with Magneti Marelli Offered by Mopar . With coverage for all major makes, plus competitive warranties, the only risk you take is waiting to order! ®
©2014 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. Magneti Marelli is a registered trademark of Magneti Marelli S.p.A. Printed in U.S.A.
18689_MoparMastersGuildAd.indd 1
3/20/14 10:50 AM
The exchange of information by like sized dealers in a non-competitive environment.
16
March-April 2014
Looking for a way to increase profits, while lowering your operational costs?
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Mopar Masters Guild Magazine
Leaders in the Sale of Quality Mopar Parts
17
Find out the secret these Guild members already know... Bald Hill Chrysler Baxter Chrysler Jeep Dodge Brunswick Auto Mart Cerritos Dodge Chapman Chrysler Jeep Christopher’s Dodge World Dallas Dodge Chrysler Jeep Earnhardt Chrysler Jeep Dodge Fred Beans Dodge Chrysler Jeep Glenn E Thomas Dodge Chrysler Jeep Go Chrysler Jeep West Go Dodge Arapahoe
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The exchange of information by like sized dealers in a non-competitive environment.
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March-April 2014
“RepairLink is helping to reduce our high call volume. By moving customers to online ordering, they have more time to sell parts. Every chance we get, we talk to our RepairLink 866-401-4610 X2
Photo Credit: Kevin Kline/Bigstock
Mopar Masters Guild Magazine
call-in customers about converting over to RepairLink.” – Joe McBeth, Parts Manager
Leaders in the Sale of Quality Mopar Parts
19
IF YOU’RE NOT FIRST YOU’RE LAST! Stay ahead of the pack and dominate your market!
“The offers are bigger, the website is easy to use and everything is processed quickly. I would, and do, recommend PartsBrokerDirect® all of the time.” PartsBrokerDirect 866-401-4610 x3
- Marvin Windham
The exchange of information by like sized dealers in a non-competitive environment.
20
March-April 2014
70% of Shoppers Prefer Buying Auto Parts Online Are they buying from you? UPS can help Chrysler dealers tap into this expanding channel for greater e-commerce growth and profits. Provide a better customer experience with UPS delivery and returns options. Customers can reroute or reschedule their home parts deliveries with UPS My Choice® and experience faster and more convenient returns with preprinted return labels. Keep efficiency up and costs down with UPS services. UPS delivers earlier to more businesses and ZIP Codes than any carrier and can match transport mode to delivery need to help save you money. One UPS driver for all deliveries and pickups also minimizes interruptions in your day. Increase productivity with UPS technology solutions. Customize shipping labels to promote offers, build brand and reduce marketing spend. Process more parts shipments in less time with automated data input. And help manage customer expectations through end-to-end visibility and email alerts.
For more information Contact UPS at 800-567-9989 or visit the Chrysler MarketCenter site within DealerConnect.
Source: UPS Pulse of the Online Shopper™, A Customer Experience Study: Automotive Parts & Accessories Buyers, October 2013 © 2014 United Parcel Service of America, Inc. UPS, the UPS brandmark and the color brown are trademarks of United Parcel Service of America, Inc. All rights reserved.
14UP23033_mopar ad_031814.indd 1
Mopar Masters Guild Magazine
3/20/14 1:16 PM
Leaders in the Sale of Quality Mopar Parts
21
The exchange of information by like sized dealers in a non-competitive environment.
22
March-April 2014
Mopar Masters Guild Magazine
Leaders in the Sale of Quality Mopar Parts
23
Corporate Billing LLC Introduces cbCharge Account Program: The most flexible B2B Ecommerce Charge Account. Decatur, AL 3/6/2014 - Corporate Billing LLC today announced the launch of a new B2B Ecommerce Charge Account program designed for part sales on ecommerce websites and marketplaces. Businesses typically buy on credit terms and receive an invoice along with a monthly statement instead of pre-paying on a credit card like consumers. cbCharge fills the void for B2B ecommerce by automa ng charge accounts for parts sold online. Since 1995, Corporate Billing has been processing charge accounts for parts & service and understands B2B charge accounts. cbCharge was developed in response to industry demand from parts ecommerce websites and marketplaces looking for a way to automate charge accounts online for wholesale buyers. For more informa on on cbCharge Account Program, visit www.cbcharge.com. cbCharge account has no hidden fees or interest charges for the buyer or seller. cbCharge will purchase each transac on less a low, one- me processing fee from the seller; there are no fees to the buyer. The seller can turn their online sales into cash with no credit risk. cbCharge will pay the seller within 24 hours on B2B Ecommerce website sales and will handle all billing, statements, credit and collec on processes. cbCharge offers flexible charge accounts, industry driven payment terms and higher credit limits for buyers. The buyer can purchase online today and receive a monthly statement for all purchases. cbCharge has no credit cards to manage and can be added as an addi onal payment op on to any existing B2B website or marketplace. cbCharge offers the buyer and seller online access to easily review all payments, statements, and invoices. Our API offers instant credit checks and allows charges to be submi ed real- me or daily. Corporate Billing LLC began in 1995, with a straigh orward concept of turning commercial parts & service accounts receivable into instant cash for our clients. It was a simple idea that filled a void between tradi onal banking and equity financing. Our solu on for providing businesses with mely cash, credit and collec on management has proven popular. Since 1995, we’ve given over 450 clients a great accounts receivable management process. Our flexibility in offering customized solu ons has earned us clients from a range of industries including automo ve dealers, heavy-duty truck dealers, parts distributors, salvage parts, trucking and many more.
The exchange of information by like sized dealers in a non-competitive environment.
24
March-April 2014
“Gross labor sales are up 130%” Premium Service Kit – a part of Reynolds Retail Management System.
reyrey.com /rms | 888.853.2617 © 2014 The Reynolds and Reynolds Company. All rights reserved. 1006542-3 4/14
Mopar Masters Guild Magazine
Randy Yockey Co-Owner Friendly Ford Roselle, IL
25
Leaders in the Sale of Quality Mopar Parts
Š2014
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The exchange of information by like sized dealers in a non-competitive environment.
26
March-April 2014
Partnering Against the Unknown With poten al effects of the Affordable Care Act s ll murky, proac ve collision repair shop operators are seeking out qualified third-par es that can help prepare for the unexpected. The only certainty surrounding the Affordable Care Act (ACA) is uncertainty. In a recent survey developed by the Na onal Small Business Associa on (NSBA), 46 percent of par cipants admi ed they had a limited understanding of how the ACA would affect their business, with another 12 percent admi ng no understanding at all.
For whatever reason this is the case, the ACA’s poten al effects on small business remain murky, offering li le comfort to collision repair operators who must offer quality health care to a ract the kind of quality employees that can help their shops compete even while under siege from unabated increases in health care expense. The effects are even being felt by small businesses that fall below the 50 employee threshold of the ACA. John Arnold, CEO of family-owned Arnold’s Body Shop, Inc., in Davenport, Iowa, grapples daily with rising health care costs and the hard-to-predict insurance market. Right now, things are looking grim. Arnold’s carrier told him to expect a 20–29 percent increase in cost when his policy renews on December 1 of this year. Arnold es mates his shop will have to perform 141–211 more repairs annually to cover this. “The numbers are heart-stopping, especially when they’re mixed in with the intensity of insurance company pressures, the decreasing number of repairable vehicles, expenditures on new equipment, and an unse led economic outlook,” says Arnold. “As of this minute, we s ll wait to understand what the op ons will be for group health insurance December 1, 2014. The uncertainty is deafening. As a business employing less than 50 people, we feel like we are pawns in a game much larger than we can imagine.” CreaƟng posiƟve health coverage partnerships With NSBA par cipants repor ng their last health cost increase at a composite 91 percent , any number of collision repair businesses are re-examining their approach to mediate the financial impact of oncoming changes, whether they are related to the ACA or not. The key, as is so o en the case in business, is nurturing posi ve rela onships with those who can be of assistance. Continued on Page 25
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Continued from Page 24 “We’ve found that one key to ge ng a handle on our health coverage obliga ons is finding the right carrier and s cking with them,” states LC Automo ve Group’ Owner and President Bill Lawrence, whose opera on serves the greater Los Angeles area. “Providing health coverage through the same providers allows for consistency in doctors and treatment facili es. It’s a benefit that employees appreciate, and it makes the process as painless as possible for us.” Partnering with the right insurance broker, a strategy three-fourths of all small businesses adopt, can make all the difference for a collision repair organiza on, in more ways than one. For example, par cipants in the NBSA survey es mated they spent a monthly average of 13 hours and $1,274.16 to stay up on the administra ve side of the law, a task many willingly delegate to a trusted third party. “Our broker handles enrollment and payroll processors, manages employee/employer contribu ons and stays on top of related payroll/tax reports and filings,” adds Lawrence. “It keeps unwelcome health care surprises to a minimum.”
Keenan Auto Body, an eleven-site opera on headquartered in Pennsylvania’s Delaware Valley, exemplifies the benefits a good broker can make to an organiza on. “Our broker has helped us stay ahead of the health care curve,” explains Keenan’s Vice-President Mike LeVasseur. “Not only do they stay on top of the health care laws affec ng us, each year when it’s me to put our plan out for a bid, they func on as an able nego ator with poten al carriers. I’m happy to say the ACA hasn’t had that much impact on us as a result.” The modest health care increases Keenan has experienced in the three years the company has worked with its broker bear this out. In the first year of the partnership, health care costs went up 6 percent; the second year, they held steady; and while they did go up 4 percent the third year, the ACA tax credits the organiza on will be extended for offering a group plan to employees makes the increase close to a wash. A short-term fix Sco ’s Collision Centers, with loca ons in Stroudsburg and Easton, Pennsylvania, also work with a broker, although it remains difficult for them to project health care’s effects too far into the future. In the third quarter of 2013, Sco ’s broker contacted Vice President Ma Dewalt to no fy him of an opportunity: renew now and stave off impending increases for the short term. So though Sco ’s original plan ran from May 2013 to April 2014, with an early renewal the carrier was willing to lock in a 10 percent increase for the calendar year 2014. “It was a good deal for us because we were seeing other renewals coming in at upward of 30 percent in ancipa on of the ACA’s impact,” explains Dewalt. “The problem is, even though we’re good for now, we don’t know what happens the next year or the next. In an cipa on of what we can only assume will be con nuing financial pressure, we began making employees contribute to their dependents coverage last year. I an cipate someday soon will only cover each individual employee.” Continued on Page 26
The exchange of information by like sized dealers in a non-competitive environment.
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March-April 2014
Continued from Page 25 What next? Throughout its history the collision repair industry has proven to be adept at adap ng to challenges, and though the fluid nature of the ACA seems more daun ng than most, industry innovators will undoubtedly adjust as more concrete informa on surfaces. “You have to look past the rhetoric being circulated on the ACA and health costs in general, because the loudest voices tend to be the least objec ve—they have vested interests one way or the other,” adds Arnold, who not only works with a broker, but has built a close rela onship with his insurance agent. “My son, Joe, and I are responsible for 65 folks and their dependents,” he con nues, “a responsibility we don’t take lightly. Our agent and her team are savvy, astute and in-tune with our needs; they do their best to educate us and protect us. We may not have a ‘Plan A’ for increasing health costs, but walking side by side with our agent and broker there’s li le ques on a ‘Plan B’ will emerge; one that will allow us to survive and succeed as we have always done.” Source:www.collisionweek.com
Passages: Mike Doyle Michael Thomas Doyle was born on March 11, 1950 in Cedar Spring, MI to parents Hugh and Leona Doyle, He departed this earth on March 21, 2014. He leaves behind a sister, Pat (Doyle) Fisher; a brother, Mar n (Bonnie) Doyle, as well as his daughter, Angelique Doyle and son, Michael (Teka) Doyle. He also had seven grandchildren, Jocelyn, Jazamynn and Josieh Blackman, Jaxxon Doyle, Bailey Doyle, Deacon and Kya and a new great grandson, Theodore. Mike came from a big family and he set out early to leave his mark on the world by serving in the Vietnam War. He was a very proud man who loved his family more than anything that life had to offer him. For Mike, the act of living was being the best that he could be. His love for his family showed through his acons over the years. The other thing he loved was his job at K&M Dodge as the Parts Department Manager. He touched the lives of many people with his unique sense of humor and unprecedented wi y nature. A er 40 plus years at K&M the staff and many customers will forever remember Mike and con nue to think fondly of a man who will never be forgo en. Mike fought long and hard to get what he wanted out of life and never asked for anything except to be appreciated. You are and forever will be appreciated dad. May you rest in peace… Interment will be at Ft. Custer Na onal Cemetery. To share a memory or photo and sign the family’s online guestbook please visit www.stegengafuneralchapel.com. Memorial contribu ons may be made in Mike’s name to the Grand Rapids Home for Veterans.
hƩp://www.stegengafuneralchapel.com/obituaries/Michael-Doyle-2/
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Proposed Legislation in Rhode Island Addresses Parts, Repair Facility Licensing and Labor Rate Surveys Four bills in Rhode Island, scheduled for a hearing today, touch upon collision repairers and insurance claim pracƟces. Four bills in Rhode Island, scheduled for a hearing today before the House Corpora ons Commi ee in Room 203 of the State House, touch upon the collision repair industry and the insurance claims process including parts specifica on and shop licensing and labor rate surveys. The first bill, House Bill 7404 (H7404) was introduced February 12 by Representa ves Ucci, Corvese, DeSimone, Palumbo and Hull, and seeks to amend Chapter 27-10.2 of the General Laws of Rhode Island to expand the exis ng non-OEM parts disclosure requirements for motor vehicle body parts to include all parts by striking the word “body” from the law. Currently, during the first 30 months a er a vehicle is manufactured, insurers may only require the use of an a ermarket part, defined as a “motor vehicle body replacement part that is not an original equipment manufacturer part” with written consent from the vehicle owner. Insurance companies and repair facili es must provide no ce that during that 30 month period consumers can require OEM body parts on their appraisal and es mate forms. The second bill, House Bill 7405 (H7405), was introduced February 12 by Representa ves Ucci, Corvese, Palumbo, Hull and McLaughlin. It would amend Rhode Island’s Unfair Claims Se lement Prac ces Act to prohibit insurers from requiring “…used and or remanufactured airbags or suspension parts including, but not limited to, springs, shocks, or struts as part of the repair of any vehicle regardless of the age of the vehicle, unless it is agreed that these parts are no longer in produc on.” The third bill, House Bill 7406 (H7406), sponsored by Representa ve Ucci, seeks to prohibit rental car companies from using vehicles with salvage tles as rentals. The final bill, House Bill 7796, (H7796) extensively amends the State’s exis ng body shop licensing regula on to include a two-class structure that was originally proposed last year. To qualify for a “Class A” license repair facili es would be required to meet an extensive list of minimum requirements such as the ability to “Perform welding to vehicle manufacturer specifica ons for aluminum and high strength steel using equipment recommended and/or required by vehicle manufacturers, including, but not limited to, an inverter resistance welder.” As with last year’s bill, the proposal would require that insurer’s conduct “a separate and dis nct” auto body labor rate survey for each classifica on. The concept of different labor rates for facili es with different repair capabili es is gaining increased interest among repairers faced with moun ng equipment and training investments to repair many of today’s vehicles. Last year, the commi ee recommended the bill be held for further study. The Auto Body Associa on of Rhode Island (ABARI), an ac ve par cipant in the legisla ve process in Rhode Island during the past several years, supports H7796 and H7404. ABARI is not in favor of H7405 and H7406. The Property Casualty Insurers Associa on of America (PCI) opposes H7404, H7405 and H7796. PCI is not taking a posion on H7406.
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March-April 2014
2014 M MMG MG C Com o m m itte i t t ees es President Vice President Treasurer Secretary
Rick Cutaia Andy Reed Mark Skinner Susan McDaniel
Rick Hendrick DCJR - Charleston, SC Allen Samuels DCJ – North Richland Hills, TX Power CJD – Phoenix, AZ Bill Luke CJD – Phoenix, AZ
Marvin Windham Rick Monteiro Joe McBeth Paul Allred
Benchmark CJD – Birmingham, AL Jack Powell CJD – Escondido, CA Dallas DCJ – Dallas, TX Stateline CJD – Fort Mill, SC
Committees: Vendor Chairman
Paul Allred
Stateline CJD - Fort Mill, SC
Newsletter
Don Cushing
Bald Hill DCJ – Warwick, RI
Nada 2015 Planning
TBA
Membership
TBA
Finance Committee
Steve Hofer Rick Cutaia Mark Skinner Joe McBeth
Park CJ – Burnsville, MN Rick Hendrick DCJR - Charleston, SC Power CJD – Phoenix, AZ Dallas DCJ – Dallas, TX
ADP
Gerry Oaks Paul Allred Andy Reed Rick Monteiro
Baxter CJD – Omaha, NE Stateline CJD – Fort Mill, SC Allen Samuels DCJ – North Richland Hills, TX Jack Powell CJD – Escondido, CA
R&R
Rick Cutaia Susan McDaniel Marvin Windham
Rick Hendrick DCJR – Charleston, SC Bill Luke CJD – Phoenix, AZ Benchmark CJD – Birmingham, AL
Dan Hutton Paul Allred Steve Hofer
Tom O’Brien CJD – Greenwood, IN Stateline CJD – Fort Mill, SC Park CJ – Burnsville, MN
Dealer Tire
Susan McDaniel Marvin Windham Joe McBeth
Bill Luke CJD – Phoenix, AZ Benchmark CJD – Birmingham, AL Dallas DCJ – Dallas, TX
Elite Extra
Rick Monteiro Ken Kokoszka
Jack Powell CJD – Escondido, CA Christopher’s Dodge World - Golden, CO
UPS
Glen Hojnacki
Milosch’s Palace CJD – Lake Orion, MI
Tracy Industries
Mike Mulkins
Go Chrysler Jeep West - Golden, CO
GuidePoint
Mike Mulkins
Go Chrysler Jeep West - Golden, CO
Katzkin
Mike Gerber
Rairdon CDJ - Kirkland, WA
Executive Committee All of the above as well as:
Vendor Committees
OEConnection Snap-On
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