Wsiada mag 201801 web

The official publication of the Washington State Independent Auto Dealers Association

January | February 2018

Resolutions

Kicking off the New Year with bold and attainable goals!

Perfecting the Walk Around Avoid Credit Card Scams

PLUS...

Best Practices For Dealer Advertising

Outstanding Auctions. Signature Events.

DAA Northwest | Spokane, WA February 7 2:00 pM

JANUARY 10 - 2:00 PM | JANUARY 11 - 9:00 AM

AT DA A N O RT

FEBRUARY 22 9:00 AM

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February 21 2:00 PM

T

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FEBRUARY 8 9:00 aM

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DAA Seattle | Auburn, WA

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SPOKANE, WA daanw.com

AUBURN, WA daaseattle.com

All information subject to change without notice

The official magazine of the

WASHINGTON STATE INDEPENDENT AUTO DEALERS ASSOCIATION

JANUARY | FEBRUARY 2018

707 Auburn Way South Auburn, WA 98002 T: 253-735-0267 | F: 253-804-0844 staff@wsiada.com WSIADA.COM Mo Aliabadi, Board President South Tacoma Auto Sales, Inc. mo@southtacomaauto.com Randy Fletcher, President Emeritus In N Out Auto Sales inandoutwa@gmail.com Vacant, Board Vice President Emil Scarsella, Board Treasurer Town & Country Auto Sales e.scarsella@hotmail.com

contents

Vacant, Board Secretary J.T. Curry, Board President Emeritus Motors Northwest jt_curry@motorsnorthwest.com Ken Williamson, Board President Emeritus John’s Auto Mart, LLC johnsautomart@msn.com AJ Hamedian, Chapter President – North Sound Excellent Choice Auto Sales, LLC ahamedian@yahoo.com Vacant, Chapter President – Vancouver Daniel Pizzarella, Chapter President – Tri Cities TriCities Auto Remarketing | dpizzarella@gmail.com Vacant, Chapter President – Yakima Vacant, Chapter President – South Sound Brian Corigliano, Chapter President – Spokane Globe Motors | globemotorsusa.com WSIADA STAFF Todd C. Elliott, Executive Director Colette Eilers, Receivables/Payables Michael McGaughy, Spokane Auctions Rick Olson, Project Manager Ashlie Seipert, Education | Member Services Mia Froman, Member Services PUBLISHER Sygnifi Networks wsiada@sygnifi.com Copyright 2018

3 | President’s Message 4 | Events Calendar 4 | Executive Director’s Message 6 | To Catch a Theif: Avoiding Credit Card Scams 8 | Best Practices: Dealer Advertising 10 | Say Good-bye to Resolutions!

11 | Auction Listings 13 | How to Perfect the Walk Around 15 | Time to Use the New Buyers Guide 16 | Service Providers Directory 17 | Legislative Update: CFPB 21 | Read and Respond Continuing Ed Quiz

MEMBER

23 | WSIADA Membership Enrollment Form 24 | Just for Fun the Front Row | wsiada.com | January-February 2018 |

1

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2 | the Front Row | wsiada.com | January-February 2018

Building Success Together

ADVERTISER INDEX

PRESIDENT’S MESSAGE

2018 New Year’s Resolutions...

Mo Aliabadi, President, South Tacoma Auto

I

went to the gym for my normal workout on January 2nd and the class that normally has 20 people in it was bursting at the seams with 60 in attendance! A week from now, it will probably be back to the original 20...

I see it happen every year.

P

lease thank our sponsors for their generous support by considering their services and mentioning that you saw them here!

Adesa . . . . . . . . . . . . . . . . . . . . . . . . 8 AUL . . . . . . . . . . . . . . . . . . . . . . . . . . 4 AutoZone . . . . . . . . . . . . Back Cover Benchmark . . . . . . . . . . . . . . . . . . . 12 Credit Acceptance . . . . . . . . . . . 12 DAA Northwest . . . . . . . Inside Front

What if I told you that you could create a resolution for your business that will withstand the test of time? And not fall off a week after you make it? You can: it’s called a Mission Statement and you can create one for your business.

LeMay, America’s Car Museum . 18

A Mission Statement is the North Star for your business; decisions become easier to make and it empowers your employees to know how to make the right decision on behalf of your business when you’re not there.

Rekdal Hopkins Howard . . . . . . . . . 9

Lobel Financial . . . . . . . . . . . . . . . . 2 Manheim . . . . . . . . . . . . Inside Back

Your Mission Statement can be as simple and clear as, “We proudly sell used cars, lawfully, fairly and profitably” or “We strive to change the perception of the used car business by practicing integrity in all our actions.” Something as simple as this can be a powerful and empowering resolution for your business and one that can take you many years into the future.

Shepard & Shepard Insurance . . 11 Skywerks . . . . . . . . . . . . . . . . . . . . . 20 Service Provider Directory . . . . . 16 Smart Office Rewards . . . . . . . . . . . 7 SmartSocial . . . . . . . . . . . . . . . . . . 14

It’s never too late to create a Mission Statement for your business, it’s simple, yet powerful. Best wishes for a Profitable, Prosperous New Year to all our dealers. Happy New Year!

Proud to be an Independent Auto Dealer and as always, striving to change the perception of the used car business.

As always, feel free to contact me.

Mo Aliabadi (253) 208-8090

mo@southtacomaauto.com

TARGET YOUR ADVERTISING DOLLARS! CALL FOR A MEDIA KIT:

253.735.0267

the Front Row | wsiada.com | January-February 2018 |

3

Events Calendar NOTE: Please check our online calendar to confirm dates and locations and to see dates further out.

Pre-Licensing Workshops

Chapter Meetings

(9am to 4pm)

Spokane

Tri-Cities

THU JAN 18..........Auburn HQ

THU FEB 08...........Auburn HQ

TUE FEB 20...........Spokane

THU MAR 08........Auburn HQ

THU APR 12..........Auburn HQ

WED APR 18........Spokane

Title Workshops (9am to 1pm)

TUE JAN 23..........Auburn HQ

THU FEB 15...........Auburn HQ

THU MAR 15........Auburn HQ

TUE MAR 20.........Tri-Cities

THU APR 26..........Auburn HQ

WED APR 18 | 7 - 9pm Hilton Garden Inn Spokane Airport 9015 US-2, Spokane 99224

MON MAR 19 | 7 - 9pm Clover Island Inn 435 N Clover Island Drive Kennewick 99336

North Sound

Yakima

TUE MAR 20 | 7:30 - 9:30am Hilton Garden Inn 401 Yakima Avenue, Yakima 98901

MON APR 30 (tentative) | 8 - 9:30am Holiday Inn Everett 131 128th St SW, Everett 98204

Education Fairs

South Sound THU MAR 29 (tentative) | 8:30 - 10am Griot’s Garage 3333 S 38th St, Tacoma 98409

Education Fair East

TUE JUL 17 Holiday Inn Spokane Airport 1616 S. Windsor Dr., Spokane

Vancouver TUE APR 03 | 12:30 - 2:30pm Manheim Portland 3000 N Hayden Island Drive Portland, OR 97217

Education Fair West

THU AUG 16 LeMay - America’s Car Museum 2702 East D Street, Tacoma

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4 | the Front Row | wsiada.com | January-February 2018

•

EXECUTIVE DIRECTOR’S MESSAGE

Resolutions...

H

appy New Year! We hope you had a healthy and successful 2017 and we look forward to a wonderful 2018. Elsewhere in this issue you will see an Associate Member’s take on resolutions. Generally, people make them and fail to keep them.

For WSIADA, our resolution is simple: We resolve to continue to improve the value of the products and services we offer our

Tacoma–Thursday, August 16 at LeMay, America’s Auto Museum

the Front Row Magazine Editorial Schedule We welcome articles that loosely fit into any of the theme categories listed below: •

Mar/April—Spring Cleaning

•

May/June—Car Care

•

July/August—Dog Days

•

September/October— Back to School

members, while increasing the total membership in the Association.

•

Website—complete in early 2017, continue to refine and improve

•

November/December— Holiday Edition

We also resolve to add quality Associate Members as we continue to build the dealer-centered ecosystem. Finally, we will continue to deploy technology to make it easier to communicate and do business in general.

•

CRM—complete now, deploy functionality throughout 2018

•

Jan/Feb—Resolutions

•

New Retail POS system will allow us to card swipe, lowering our costs, improving our accuracy and making your life at the Auctions and in our Stores that much easier.

Here are some of the highlights of 2017 and some of our plans for 2018.

2017 by the numbers •

New Dealer Training—337

•

Title Workshops—242

•

Chapter Meetings—144

•

Education Fairs—161

•

Continuing Education—753

•

2018 Auction Cards just went to the printer and should be available in early February. We have added IAA and CTM Unlimited bringing the total to 11 auctions in WA and Oregon.

•

We started conversion to a New Technology Platform in late 2016 and in 2017 launched a new website and new magazine—including an electronic version that positions us for online Continuing Education this year.

2018 Plans We plan to finish deployment of new technology platform in the first quarter. The delay from Q3 of 2017 was due to complicated CRM transition. More than 30,000 records needed to be moved the right place. We actually ended up moving the records twice. The new CRM is operational and we will continue to refine it to provide more efficient dealer service.

In 2018 we will complete the following...

Of course, we will always go off theme for legal updates or anything that impacts the dealer experience.

Board Members

Mo Aliabadi, our State Board President has made the appeal on several occasions in 2017 for • Auction app—will launch by early dealers to get engaged in the February. We plan to test it with Association. We have monthly a small group of dealers before Board meetings, typically in Auburn launching it to all members. and look forward to participation • Smart Social—allows us to set up from new dealers, or dealers that a private social network for Dealer have been in business for a while Principles much like Facebook. and would simply like to help make However, WSIADA will control the this a stronger industry. If you are platform with Board and Dealer guidance. The new platform allows us a new dealer, we recommend you get a couple years under your to communicate via text messages. belt before taking on the added commitment of a Board position.

Calendar •

Mobile app—available but not fully feature functional.

Rather the include the entire 2018 Calendar in each magazine, we recommend you view WSIADA’s online calendar to confirm times and locations and to plan further into the future.

Mark your calendars now to participate in the Spring Chapter Meetings as the Dealer Investigators will join us to review, among other things, what they look for in a dealer audit. This will also be you opportunity to ask those questions that have been gnawing at you. You can always hand your question on the available 3x5 card and I will ask it.

For the third year, we will have two Education Fairs: •

Dealer Input We welcome input from dealers, members or not, that can help us improve the quality of the Association and our industry.

Our contact information is on page one of this issue.

New Associate We will be losing Ashlie for a short while in the next couple weeks as she and Chris add a second child to their family. We are adding a part-time associate, Mila Froman, until Ashlie returns. See the WSIADA Associate Profile elsewhere in this issue.

Todd C. Elliott, WSIADA

Spokane–Tuesday July 17 at the Holiday Inn, Spokane Airport. This is the Tuesday of the DAA Rock and Roll Sale week. the Front Row | wsiada.com | January-February 2018 |

5

DEALER ALERT

Resolution: Not to Get Caught in a Credit Card Scam Editor’s Note: Given the reports from Tacoma-area dealers who were attacked by a ring of Credit Card scammers buying cars with fraudulent Canadian credit cards, this article is well-timed. I should have a report back from the Washington State Patrol early in the New Year. ~ Todd Elliott

To Catch a Thief

Red Flags tools aren’t foolproof. Here are four tips for vetting suspicious buyers who seem to have all the right answers.

By Gil Van Over

T

he recent rash of data breaches has heightened the risk of personal identity theft throughout the country. In fact, three dealerships with robust Red Flags programs and processes in place recently experienced alarming incidents involving identity theft.

Used in all three incidents was a synthetic ID, which involves the creation of a new identity using a combination of real and fabricated information. Also common in all three cases was a thief who successfully answered out-of-wallet questions.

The third dealer, however, acted on his gut feeling, probed further, and uncovered the deceit.

A Red Flags Rule process lends itself very nicely to the edealership concept. In fact, many dealers leverage the same vendor they use

to pull credit reports to also run an algorithm to vet for potential identify

“In response to the recent data breaches, I expect there will be a drastic rise in the number of Americans who place a freeze on their credit bureau reports. As retailers who deal with credit reports in order to complete a high percentage of sales transactions, you need to know how to deal with credit freezes.” theft red flags. Unfortunately, this electronic vetting may not always

6 | the Front Row | wsiada.com | January-February 2018

be good enough, as the dealer with that gut feeling proved.

Also unfortunate is that answers to the out-of-wallet questions these vetting tools generate can be found in the credit report. If the thief had enough information to create a synthetic ID, it’s likely he or she has a copy of the credit report.

There were other red flags the vendor’s algorithm missed in those three incidents: The thief wasn’t from the area, had never done business with the dealership before, was purchasing a highend but rather common vehicle, didn’t blink at MSRP pricing, and purchased every F&I product on the menu.

The dealer who successfully thwarted the theft was able to confirm the victim’s height and

weight, which did not match the thief in the showroom. A quick call to the local police department resulted in the arrest of that individual. Had this dealer relied solely on the cleared Red Flags report from the vendor and a glimpse at the driver’s license, he too would have suffered a loss.

That dealer shared a few other tips you can use to vet a suspicious customer:

Tip No. 3

reports in order to complete a high percentage of sales transactions, Push the customer to reduce you need to know how to deal with the loan ter m from 72 months to credit freezes.

48 months, which will drastically A credit freeze literally means raise the monthly payment. that once the consumer places a If the person readily agrees, freeze on his or her credit report, it’s likely the individual has no potential viewers such as auto intention of repaying the loan dealers and finance sources can and is likely an ID thief. only access the information on the Tip No. 4 report after the consumer unlocks, or thaws, the report.

Ask additional out-of-wallet

Tip No. 2

questions not generated by your vendor. For example, ask suspicious customers what their astrological sign is (based on their birthdate), in what state they obtained their Social Security number (based on the Social Security numbering methodology), or to describe their home (based on a Google Earth search).

The consumer must activate a credit freeze with each of the three major credit reporting agencies— Equifax, Experian, and TransUnion.

Part of the process of creating the credit freeze is a password or key code to thaw the freeze. When you encounter a credit freeze, do the following:

Review the ID closely. On the photocopy, if the font for name and address is clear and sharp but the physical characteristics and photo are slightly fuzzy, the ID may have been altered.

In response to the recent data breaches, I expect there will be a drastic rise in the number of Americans who place a freeze on their credit bureau reports.

As retailers who deal with credit

Inform the consumer of the credit freeze and the need for both you and the finance source to view the report.

Tip No. 1 Check the email address provided with the online credit app to see if it makes sense for the applicant.

“Carlygirl69@gmail.com,” for instance, doesn’t seem to make sense for a 65-year-old male.

Step 2 Inform the customer that he or she must contact each credit reporting agency to request a thaw.

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Step 3 Recommend to the customer that the thaw be set for at least a week once the personal password or key code is obtained. This will provide adequate time for potential finance sources to access and view the report.

Once thawed, you can proceed with the deal. Good luck and good selling!

Now WSIADA Members can purchase all of their office supplies at: wsiada.com/SmartOfficeRewards

Gil Van Over is executive director of Automotive Compliance Education (ACE) and founder and president of GVO3 & Associates. You can email him at gvo@bobit.com.

Source: fi-magazine.com

the Front Row | wsiada.com | January-February 2018 |

7

BEST PRACTICES

Dealer Advertising in a Nutshell EDITOR’S NOTE: We received this checklist from the Attorney General’s office as a guide to good advertising practice. It is neither considered legally binding nor does it cover 100% of the advertising scenarios a dealer might face; however, it provides excellent guidance for most situations. Please remember that Members can always call WSIADA with questions. ~ Todd Elliott

General Advertising Rules

❏❏

Clearly and conspicuously disclose all material limitations to be readily read and understood.

Do not run ads that promise something you do not plan to actually deliver. Ads that mislead a substantial number of consumers are illegal.

❏❏

Offer only vehicles available for delivery;

❏❏

Conspicuously disclose the negotiable dealer documentary fee and the amount of the fee with words such as “a documentary service fee in the amount of $xx may be added to the sale price or capitalized cost of the vehicle.”;

❏❏

Disclose the expiration of ad or sale;

❏❏

Use photos of the exact vehicle (if used) or a vehicle substantially similar to the class of vehicles offered (if new);

❏❏

Disclose number of specific vehicles available at specific price (i.e. “3 at”);

❏❏

Disclose number of vehicles available next to specific advertised vehicle;

❏❏

Disclose complete VIN number for specifically advertised vehicles; or state “vehicle identification numbers available on request” and comply with all VIN posting requirements;

❏❏

Disclose only manufacturer rebates that the consumer can immediately receive or apply to purchase (no delayed “rebates” from third parties or dealer rebates of any kind). Rebates that are not generally available to the public or do not reduce the sales price of the car, should not be advertised separately and not used to create an unattainable “sales price.”

❏❏

❏❏

An advertised price should include all equipment on the vehicle at the time of the ad and sold at the advertised price regardless of trade in value or whether the customer is aware of the ad price.

❏❏

Advertise new vehicles using MSRP. Do not use “cost,” “wholesale,” or “reference” pricing.

❏❏

If you use an industry pricing guide to advertise used car prices, identify the pricing guide (Kelly Blue Book/NADA)

Use only terms commonly known by the public. Do not use auto or lending industry terms;

❏❏

Disclose all terms in large enough type and in color contrast to be easily read and understood;

❏❏

Advertise disclosures in at least 10 pt or larger. Disclosures cannot be used to contradict material terms in large print.

❏❏

If you make a claim such as “lowest price,” “guaranteed trade-in amounts,’ “any price quote will be beaten,” “push, pull or drag” or “any deal accepted,” you must be able to substantiate the claim from your records at the time the claim is made.

❏❏

Do not advertise at, above or below “invoice” or “at cost” pricing unless you put the actual price you are referring to in the ad and calculate “cost” or “invoice” as the actual cost to the dealer to obtain the vehicle (which may include paid shipping) minus holdbacks, manufacturer to dealer incentives, optional advertising fees, dealer overhead, document fees, and other

JUST ONE CLICK

Advertise vehicles manufactured less than two-years from the date of the ad as “used,” “demo,” “lease return” or “rental return”;

❏❏

in the ad. Such reference pricing must be properly adjusted for date, mileage, equipment and vehicle condition. Your competitors should agree that the reference price fairly represents the book price—if they wouldn’t—then don’t use it.

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Advertising Price and Finance Disclosures

8 | the Front Row | wsiada.com | January-February 2018

ADESA.com/off-lease

• • • • •

similar items. You can not use customer rebates to get down to “invoice.” ❏❏

Advertise reductions or savings in price only when the dealer’s records demonstrate that the vehicle was offered or advertised for sale at the former price for a substantial period of time and the dealer made substantial sales at that price. Savings and discount claims must be substantiated. It is misleading to claim a savings when no higher price existed.

❏❏

If the ad lists any of the following—

❏❏

If advertising a lease payment or down payment, the ad must clearly and conspicuously state (a) the transaction advertised is a lease; (b) the total amount due prior to or at consummation/delivery; (c) the number, amount, and due dates or period of scheduled payments under the lease; (d) a statement of whether or not a security deposit is required; and (e) a disclosure of the lessee’s liability at the end of an open-end lease.

consumer must get actual value for what is represented—not an illusory discount. ❏❏

If offering a prize in a mailed advertisement, you must list (a) the name and address of the promotion’s sponsor; (b) the verifiable retail value of each prize (or giveaway) offered in immediate proximity of the prize listed; (c) the odds of being awarded any prize in immediate proximity of the prize and in typeface at least as large as the typeface in the standard text of the offer; (d) in equal type-size or larger, any conditions to receive the prize, including whether a participant needs to attend a presentation or spend any money to claim the prize; (e) clearly disclose all material limitations of an offer; (f) include statements “no purchase necessary” and “a purchase will not increase your odds of winning” in a clear and conspicuous manner; and (g) create official rules and reference such rules.

❏❏

Do not advertise “free merchandise.” In a car deal anything over $25 (de minimis) is not likely “free.”

❏❏

Do not create a false sense of urgency or distress such as “liquidation,” “public notice,” or auction unless you can substantiate it.

❏❏

Do not use words or type that imply the offer originates from a government agency, utility, insurance company, credit reporting agency, bill collecting company, or law firm.

• A down payment (i.e. “10% down,” “90% financing,” “trade-in with $1,000 appraisal value required,” “drive it home for $199”); • A payment of any amount (i.e. “$269 per month,” “pay $23.44 per $1,000 borrowed,” “monthly payments less than....”); • The number of payments or the period of repayment (i.e. “up to 4 years to pay,” “48 months to pay”); • The amount of any financing charge, no financing charge, or no credit charge (7%, “financing costs less than $300 per year,” “less than $1,200 interest,” “$2 a month carrying charge”).

—the ad must clearly and conspicuously state (1) the cash price or amount of the loan; (2) the amount, percentage of any down payment or no down payment; (3) the annual percentage rate; (4) the amount and frequency of payments needed to repay; (5) the deferred payment price; (6) the specific model or vehicle to which it applies; and (7) any other conditions material to the offer.

Prize and Promotion Ads ❏❏

❏❏

Simulated checks/coupons must include “this is not a negotiable instrument,” “no cash value,” and bear the phrase “THIS IS NOT A CHECK” diagonally across the check in a typeface at least as large as the predominant typeface on the check.

Simulated checks may constitute dealer rebates or be otherwise deceptive.

Consult your attorney before using these types of marketing devices. The

the Front Row | wsiada.com | January-February 2018 |

9

Say Good-bye to Resolutions!

By Todd Shepard, Owner, Shepard & Shephard Insurance

N

ew Years Resolutions are kind of a joke. Many of us make them yet they tend to fade away by the end of January. Some even fizzle out by the time the champaigne wears off! We resolve to work out more often, lose weight, break bad habits, the list goes on.

Why does this happen? The biggest failure with resolutions is the way we make them. It has been said “that which gets tracked gets done.” Simply put, if you really want to activate your resolutions and are serious about change you need to write them down.

Treat your resolution as you would your business plan (you have one don’t you?). No business plan? That may • be a place to start.

Many business owners create a business plan out of necessity to obtain financing. It includes wording necessary to impress the lender but otherwise it’s a pretty empty document. Once the money is in the bank that plan gets tossed in the drawer only to be retrieved the next time a lender asks for it.

A true business plan is more than just a way to obtain financing—it is a blueprint of your business operations, an instruction manual as to how to run your business—it’s your plan to succeed! Your business plan should be reviewed and updated on a regular basis as your business changes and grows.

An effective business plan needs to include some very important information:

•

advertised in the local paper or on the radio doesn’t mean it’s working.

You should be tracking your results.

Its as easy as asking EVERY prospect, customer, walk-in or phone-up, “how did you hear about us?” Then write it down. It won’t take long to figure out what’s working. Use the 80/20 rule: 20% of what you do produces 80% of your positive results.

matches the reflection. Identify your success and areas needing improvement. Your business plan becomes your Process. If you spend the time and it’s properly thought out you should be able to trust this process and vow not to waiver from it. Regular reviews help encourage accountability in your business.

Define your competition— What are their strengths and weaknesses? What are they doing that you should be doing better?

There was a little book written years ago called The Common Denominator of Success. It states that successful people watch what other successful people do and do the same. You don’t need to reinvent the game. Your business plan should include a couple of pages on things you can do to improve your performance.

Your business plan can also save you money by avoiding costly mistakes. Many business owners— myself included—wake up in the wee hours dreaming of the greatest idea ever. Our entrepreneurial spirit encourages us to implement that idea immediately—only to realize after wasting time and money that the idea doesn’t pan out as hoped.

A better way is to write that idea down and place it in the pages of your business plan. If it’s a good idea at 3am it may still be a good idea when you do your regular business plan review a month or so later.

Define the WHY of your business— Why did you decide to open your business and what it is you do better than the rest? What unique skills do you bring to the table? Some call this a Mission Statement. This should be shared with your team and others who are able to help you succeed.

•

What are the long-term goals of your business—Are you wanting to expand to multiple locations?

Hire more people? Purchase your building? Or are you content with modest growth building wealth for retirement?

Finally, what are your plans for perpetuity—Do you have a successor in mind when it’s time to retire, or will you just close shop?

Do you have a trusted employee or family member ready to step up to keep your business going?

Have you had the conversations necessary to begin this process?

•

Define your company structure— Name the individuals involved and what specific roles they play.

•

Define your target market— Your ideal customer. The best way to do this is to determine the common denominator shared by your customers over the past 12 months.

Their income level, marital status, average age, and the average amount they spend with your company.

•

Define your marketing plan— Review the last 12 months to determine what campaigns worked and which ones flopped. For example, just because you’ve always

As mentioned earlier you should review your business plan on a regular basis. Treat it like a mirror, holding it up and see if your current business

•

10 | the Front Row | wsiada.com | January-February 2018

Does it fit your written plan? Will implementing this idea encourage your target market to buy? If not, you should save that idea for the next review. This is also a valuable process when dealing with advertisers and marketers pitching their ideas. You accept their literature, thank them for their time, and place it in the pages of your business plan for later review. Forcing yourself to check with your business plan will help you to make logical decisions rather than impetuous decisions based on emotions regarding your business.

This year, why not resolve to dust off that old business plan, update it or create a new one? It will be the last resolution you’ll ever need to make for your business. Reserve those future New Year’s resolutions for their intended purpose—trimming up after all those holiday goodies!

LET US SET YOUR DEALERSHIP FOR FREE!

AUCTION LISTINGS For a current calendar view, visit WSIADA.com and select “Calendar” from the top navigation menu.

Adesa | adesa.com/seattle

Tuesday: Consignment 9:30AM Alternate Tuesday: Specialty 8:30AM Thursday Night: InOp Sale 4:45PM

Adesa | Portland adesa.com/portland Thursday: Consult website

Bowen-Scarff Ford Lincoln bowenscarff.com

Call 253.243.5251 for days and times

Copart | copart.com

Times vary: Consult website

CTM Unlimited

See website for auction dates and times: www.ctmunlimitedauction.com

DAA | Seattle | daanw.com

Friday: Dealer and Fleet/Lease 9:00AM Alternate Friday: Heavy Metal*

9:00AM (Lane 8) Monthly GSA Public Auctions:

1:00pm as scheduled” *Mechanically-challenged/cosmetically damaged/nonrunning inventory

DAA | Northwest | daanw.com

Weekly auctions: Thursdays at 9:00am; Monthly promotional event auctions:

Wednesday at 2pm &

Thursday at 9:00am Monthly MotorSports auctions:

Thursdays at 11:00am (Lane 8) Monthly RV auctions:

11:00am (Lane 8);

Heavy Metal auctions:

8:30am as scheduled (Lane 8); NOTE: MotorSports, RV and Heavy Metal auction dates can be found at daanwmotorsports.com

Ehli Auto Auctions | ehliauctions.com Last weekend of every month.

IAA - Insurance Auto Auctions iaai.com See website for dates and times

Kaman | kamanauctions.com Thursday: Noon

Manheim | Seattle manheim.com/locations/SSAA/events Monday: OVE Event Sales Tuesday: Alternate weeks Ford Factory

(Closed sale) - 10:00am;

Crossborder Mobile Sale - 1:00pm Wednesday: General Sale Weekly 9:00am

All sale dates and times are subject to change. Please verify with the Auction or manheim.com.

Manheim | Portland manheim.com/locations/PAA/events Tuesday: Open Sale: 9:00AM

the Front Row | wsiada.com | January-February 2018 |

11

Washington State Independent Auto Dealers Association

Membership Benefits • Auction discount cards... a $$5000+ value!

• Dealer advocacy • Dealer hotline • 10% off most WSIADA services and products • Legislative updates • Legal support program • Convenient billing • Regional continuing education opportunities • Subscription to the Front Row magazine Protect your own interests and support the auto industry in Washington State.

Join WSIADA or renew your membership today!

See enrollment form on page 23.

12 | the Front Row | wsiada.com | January-February 2018

How to Perfect the Walkaround A properly executed walkaround is still the most effective tool for building trust, creating an emotional connection to the vehicle, and closing the sale.

By Tahmina Hassanein, Auto Dealer Today amount of cargo space. Don’t just rattle off the cubic footage. Ask what they have to carry and show them how to fold the seats down. If they struggle with the hatch, they might appreciate a power liftgate.

Actively watch to see if they are doing anything wrong.

Everything you do at this stage of the sale will either create or break trust. People do not like buying from people they don’t trust. You can build that trust by being open and honest, listening to and acknowledging everything the customer tells you, and letting them know you are doing your best to help them find the right vehicle for them.

3. Showcase What’s Important.

The walkaround is your opportunity to highlight everything from the ould you blame anyone This is where a walkaround is a for assuming the vehicle fantastic tool. It is a chance to point powerful engine to the perfectly walkaround has been out features that specifically address engineered rear axle to the intuitive infotainment unit. It is imperative to abandoned or forgotten? Dealers any questions that arose in the initial showcase with passion. The chance and salespeople are opting for presentation. It is a chance to listen processes that value speed over carefully as they explore the features. to amaze a customer comes once.

Don’t squander the opportunity by everything else. As a result, simple, They might ask about options that failing to highlight everything that car effective tools like the walkaround are only available in higher trims— is capable of doing. are being left by the wayside. or even other vehicles—that might We only hurt ourselves when we take better fit the needs they are actively By all means, start with the features demonstrating. that are most important to the this approach. The walkaround is customer. But once those have our best chance to sell the sizzle and 2. Be Genuine. been completely demonstrated and not the steak. Our customers have explained, showcase everything else.

We must demonstrate our intent done their research. They need to This is your last chance to uncover to help the customer find the make an emotional connection whatever hidden needs the customer right vehicle for them, rather than with the vehicle. When we fail to has yet to mention, and it’s a great just trying to make commission. conduct an effective walkaround, opportunity to see which additional Customers often walk into the an opportunity to close the deal features they are drawn to. dealership with a mental checklist is missed. Follow these five simple of features or characteristics they steps to make better connections 4. Keep the Customer Engaged. want in their dream car. But they and more sales: just as often have an entirely A walkaround shouldn’t just be an 1. Listen to the Customer. different set of needs they can’t— endless sales pitch to a passive or won’t—articulate. customer. Ask questions. Have them Customers will write salespeople sit in the vehicle and tell you what off if they believe they are being Uncovering those needs requires the they like and dislike. People buy ignored. They want us to listen to utmost sincerity. Tying the vehicle to cars they are excited about, and their statements and questions, not their stated and unstated desires will ignore them. Don’t brush aside their set the tone and determine the level of that excitement has to begin and end in the car itself. The walkaround concerns, no matter how minor they trust that customer gives you in return. is the perfect time to really get the might seem to you. Give them your Take, for example, an SUV buyer full attention and assume nothing.

CONTINUED PAGE 14 who expresses a need for a certain

W

the Front Row | wsiada.com | January-February 2018 |

13

walkaround, you are missing a major part of the sales puzzle. Customers might walk in knowing more about the cars they are interested in than ever before, but there is no substitute for actually sitting in the driver’s seat, opening the trunk, and testing the features. Options that, on paper, might not have seemed important to them suddenly can become indispensable.

CONTINUED FROM PAGE 13

Putting the customer in the driver’s seat can help turn “a” car into “their” car.

customer engaged in the process.

You want them to start thinking of it not as “a” car but “their” car.

5. Overcome Objections.

This is a big one. It is easy to ignore objections. It takes skill and practice to resolve them. Customers will walk away if they feel you are just trying to push any car you can on them.

Buying a car is a big investment, one that many people will make only once or twice in a decade. You must listen for problems, acknowledge them, and demonstrate how a particular vehicle can solve them.

Whether they are overwhelmed by the latest in-vehicle technology, unsure about collision-avoidance systems, concerned about fuel efficiency, or particular about the size and position of the cupholders, every objection is important. Take the time to hear them out and have faith in your product. Ask follow-up questions and then connect the dots to match objections to features.

The growth of digital media and online resources has made our business more transparent. But if you think that means you can ignore the

WSIADA PRESENTS...

The walkaround is a chance to connect the dots between the virtual showroom and the actual sale, and to begin to build trust that we have their back and we are there to help them purchase the perfect vehicle for their needs. It is one of the best tools we have, and we can’t afford to shortchange it.

Doing so will only risk losing the sale before it can even begin. source: autodealermonthly.com

Tahmina Hassanein is a five-year BMW sales professional, NADA Dealer Academy student and dealer candidate.

You can contact her at tahmina.hassanein@bobit.com.

Advertise with WSIADA!

Update all your social media sites simultaneously from a single place, schedule custom posts, attach photos, target your audience and much more!

wsiada.com/smartsocial 14 | the Front Row | wsiada.com | January-February 2018

the Front Row magazine is the most effective way to reach over 1,600 automobile dealers in Washington State.

Contact WSIADA for more information about targeting your ad dollars today!

253.735.0267

Buyers Guide Reminder You must start using the new Buyers Guide (pictured below) January 1, 2018. If you have old stock on-hand, throw it in the recycling bin! Also, if you do business in Spanish, you must display both an English AND Spanish guide in each vehicle offered for sale. Forms are available at WSIADA.com or any of our five store locations.

For more information call (253) 735-0267.

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in b e K ccur To ch ke the CHEC may o AND /usedcars. ove to ma t a T h R t s v ab PO efect ftc.go Y RE THE hown ajor d ASK STOR eport, visit er (VIN) s I m ol.

H f o E list españ ICL tory r tion numb H a n e E is g h r V n i o d ad IN A hicle ifica , inclu ompr OBTA obtain a ve hicle ident ation del C m e a r í o v o t u f e G l in how d th de la itiona ill nee copia t add a n You w ites. n a t u r po ale s l, píd for im these paño SIDE s e R n E . e TH cles venta SEE O otor vehi na la o i t m s d e g use the Front Row | wsiada.com | January-February 2018 | 15 nario cesio n o c l Si e ER DEAL

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IF YO

Service Provider Directory WSIADA service providers are best in class. We invite you to explore their services and please mention that you saw their listing in the Front Row magazine.

Accounting Services

Auto Museum

Rekdal Hopkins Howard

LeMay Car Museum

Please see our ad on page 9

(253) 779-8490 AmericasCarMuseum.org

(425) 658-1400 rh2cpas.com

Auctions

Please see our ad on page 18

Adesa Seattle

Benefits / Health Insurance

Please see our ad on page 8

Benefit Consultants NW

Adesa Portland

(800) 945-4193 bcnw.com.org

(253) 735-1600 adesa.com/Seattle

(503) 492-9200 adesa.com/Portland

Bowen Scarff Ford Lincoln (253) 243-5251 bowenscarff.com

Copart Auto Auction (253) 847-8300 copart.com

CTM Unlimited

(360) 273-5808 ctmunlimitedauction.com

DAA Northwest (509) 244-4500 daanw.com

Bonds and Commercial Insurance Hecht & Hecht Insurance (800) 609-0979 hechtins.com

Shepard & Shepard Business Solutions (855) 396-0488 shepquote.com Please see our ad on page 11

Please see our ad on the inside front cover

Car Care

DAA Seattle

Griot’s Garage

(253) 737-2200 daaseattle.com

Ehli Auctions

(253) 922-2200 griotsgarage.com

(253) 572-0990 ehliauctions.com

CRM Systems

Insurance Auto Auction (IAA)

Dealer Socket

(206) 658-6900 iaai.com

Kaman Auctions

(425) 640-5111 kamanauctions.com

Manheim Portland

(866) 813-1429 dealersocket.com

Custom Signs Sign Dog

Frazer Computing, Inc. (888) 963-5369 frazer.com info@frazer.com

Skywerks (206) 999-6699 skywerks.com Please see our ad on page 20

Finance and Insurance AUL Corp (800) 826-3207 aulcorp.com Please see our ad on page 4

Identity Theft Protection LegalShield

253 905-9111 legalshield.com

Legal Services Davies Pearson, P.C. (253) 620-1500 dpearson.com

Lending Credit Acceptance

(253) 279-3260 creditacceptance.com Please see our ad on page 12

Benchmark Dealer Services Lobel Financial Corp.

(206) 696-2264 dpccorp.net

(253) 839-2600 lobelfinancial.com

Please see our ad on page 12

Please see our ad on page 2

Drive Dealer Solutions

United Finance

(425) 478-7242 drivedealersolutions.com

(503) 238-6475 unitedfinance.org

The F&I Group, LLC

Marketing

(360) 710-9545 thefandigroup.com

Northwest Dealer Financial Services

(206) 718-7234 (Western WA) (509) 705-7597 (Eastern WA) nwdfs.com

Sygnifi Networks (734) 418-7073 info@sygnifi.com sygnifi.com

Parts & Service

Southwest Dealer Services

Advance Auto Parts

Western Fidelity Insured Services, Inc.

AutoZone

(206) 571-3068 ian.fee@swds.net

(425) 283-4158 wfisinc.com

(877) ADVANCE advanceautoparts.com (866) 727-5317 sc53@autozone.com

Please see our ad on the back cover

(253) 445-6424 signdog.com

Floor Plan Companies

Surveillance/Security

AFC

Pro-Vigil Surveillance

(206) 762-1600 manheim.com

Dealer Management Systems (DMS)

(253) 333-0300 afcdealer.com

(210) 858-1105 pro-vigil.com

Please see our ad on the inside back cover.

Carousel Software

Floor Plan Xpress (509) 703-6558 fpxus.com

Vehicle and Fleet Management

Nextgear Capital

Spireon

(503) 286-3000 manheim.com

Manheim Seattle

Yarbro Auctioneers (509) 765-6869 yarbro.com

Dennis Demattia demattia@mailforce.net (509) 926-8848 carouselsw.com

16 | the Front Row | wsiada.com | January-February 2018

(855) 372-2329 nextgearcapital.com

(800) 557-1449 spireon.com

LEGISLATIVE UPDATE

Fight for Control of CFPB Not Over, Democrats Say Auto Dealer Monthly

tor of the Office of Management and Budget (OMB) — as acting he fight over the acting director, citing his authority through director’s chair at the the Federal Vacancies Reform Act Consumer Financial Protection (FVRA) of 1988, which allows the Bureau (CFPB) is far from over, president to appoint a replacement. as Democratic lawmakers and However, Dodd and Frank said that activists plan to challenge last the legislation bearing their names week’s ruling by U.S. District Judge contains a statute designating Timothy J. Kelly that denied a temporary restraining order against the deputy director as the acting director “in the absence or President Donald Trump’s interim unavailability of the director.” appointee, Mick Mulvaney.

Mulvaney, who has previously Speaking with reporters during referred to the CFPB as a “sick a Nov. 30 media call, former joke” and tried to dismantle it while Sen. Chris Dodd and former Rep. a congressman, emailed staff Barney Frank, the men behind the Monday telling them to disregard Dodd-Frank Act of 2010 which created the CFPB, stressed that the any emails from English.

T

Democratic opposition to Mulvaney “I apologize for this being the very first thing you hear from is neither partisan bickering nor an attack on the Trump administration. me,” he wrote. “However, under the circumstances, I suppose it Last week, as former CFPB Director is necessary. I look forward to Richard Cordray announced his working with all of you. If you’re at resignation, he put his chief of 1700 G Street today, please stop staff, Leandra English, in the line by the 4th floor to say hello and of succession by elevating her to grab a donut.” deputy director.

Hours after Cordray’s announcement, Trump appointed Mulvaney— who had been serving as the direc-

No one is denying Trump his right to nominate a director, Frank said, only that Dodd-Frank does not fall

under the purview of the FVRA, since the former legislation includes a succession statute that allows the outgoing director to choose the acting director while the Senate confirms a permanent director.

“That was our intent, to strip this away from the politics of the moment, to give consumers the sense of confidence that there was one place here — when it came to their financial services — [where] there would be people watching out for them, regardless of political party or partisanship,” Dodd said.

Frank agreed, saying that it would have been illogical to stress the independence of the CFPB while letting the president appoint its directors through the FVRA. Dodd, Frank and Rep. Maxine Waters (D-Calif.), who was also part of Thursday’s media call, expressed skepticism over Mulvaney in relation to his views of the bureau and his role as director of OMB. Already, Mulvaney has frozen the ability of the agency to send out payments to consumers who have been harmed, Michael Barr said.

CONTINUED ON PAGE 19

the Front Row | wsiada.com | January-February 2018 |

17

EXPERIENCE YOUR AUTOBIOGRAPHY

COMPLIMENTARY DEALER CROSS-PROMOTIONAL OPPORTUNITIES • Display vehicles on Anderson Plaza at ACM — Great visibility from I-5, I-705 & Tacoma Dome • Offer Ride & Drives around Dome District & Haub Family Field • Purchase ACM Group Admission Tickets for event promotion • ACM develops event promotional email for dealership

RESERVE TODAY Contact the Sales Manager at rsvp@americascarmuseum.org 2702 East D Street, Tacoma, WA 98421 | 253.779.8490 | americascarmuseum.org

18 | the Front Row | wsiada.com | January-February 2018

CFPB, CONTINUED FROM PAGE 17

Barr served as the Department of Treasury’s Dodd-Frank liaison during the legislation’s genesis and is now dean of the University of Michigan’s Gerald R. Ford School of Public Policy.

things: the CFPB and running the government. So the notion that he can do this on his lunch hour, or his breakfast hour with Dunkin Donuts, is ludicrous,” Frank said, taunting Mulvaney’s email to staff Monday.

“I think that the way that he immediately ordered to stop payments to harm consumers is a great indication of what he intends to do the bureau, and I don’t take that lightly,” Waters said.

Alluding to continuing legal action, Brianne Gorod, chief legal counsel for the Constitutional Accountability Center, said that Mulvaney’s position in the White House would impede on the independence of the CFPB. “I think that we’re in for a very tough time because of the hatred for Mr. Cordray, the hatred for the bureau, and an attempt by the Republicans, for the most part, to satisfy those industries that have been found guilty of perpetrating fraud,” Waters said. “I am prepared to do everything I can to protect DoddFrank.”

Giving Mulvaney credit, Frank and Dodd called him “honest,” in that his position on the CFPB and its role is very clear. Mulvaney’s and Trump’s position has Democrats worried about the bureau’s future, given Trump’s campaign promises to dismantle Dodd-Frank.

“If they were serious about it, you wouldn’t take the man who’s the busiest man in Washington right now; he’s in charge of two

“So obviously he’s put there to shut the agency down and to keep it from being effective.”

SOURCE: http://www.autodealermonthly.com/ channel/dps-office/news/story/2017/12/fight-forcontrol-of-cfpb-not-over-democrats-say.aspx#.

WiWoh7R5r0k.gmail

Save the Dates

5

Ed ing h c tinu Con dits Ea Cre

JULY

17

In conjunction with DAA Northwestʼs 23rd Annual Rock & Roll Sale

AUGUST

16

2018 WSIADA EDUCATION FAIRS the Front Row | wsiada.com | January-February 2018 |

19

20 | the Front Row | wsiada.com | January-February 2018

READ AND RESPOND | the Front Row JAN/FEB 2018

T

he purpose of this Read and Respond quiz is to verify one has read the content of this issue of the Front Row. All of the answers for the questions provided are included in the content of the issue. WSIADA’s Read and Respond quizzes earn 1 hour of continuing education credit. A passing grade will be granted for scores of 80% or higher.

Payment is required prior to the Washington State Department of Licensing being notified of completed continuing education. The Front Row Read & Respond policy has been updated; please contact WSIADA for payment information.

Please be advised that the information contained in WSIADA’s the Front Row is, to the best of our knowledge, current and correct. However, we caution readers not to use the information provided to them as final authority. Its purpose is to be a guide. Any legal advice should be regarded as general information. It is strongly recommended that one contact an attorney for counsel regarding specific circumstances. Some articles may express opinions and/or suggestions for best practices. Likewise, the appearance of advertisers or their identification as members of WSIADA, does not constitute an endorsement of the products or services featured.

DEALERSHIP NAME CHECK:

DEALER#

BUSINESS PHONE

FAX

I HAVE READ AND UNDERSTAND THE DISCLAIMER ABOVE.

QUIZ TAKER’S NAME

POSITION

SIGNATURE

CIRCLE THE CORRECT ANSWER. 1. A simple Mission Statement can be a powerful and empowering resolution for your business and one that can take you many years into the future. a. True b. False 2. WSIADA added what two new auctions to the 2018 Auction Discount Cards? Select all that apply. a. DAA b. IAA c. CTM Unlimited d. Adesa 3. WSIADA looks forward to launching what two apps in 2018? Select all that apply. a. Auction App b. Marketing App c. Education App d. WSIADA App

EMAIL Send your completed quiz to WSIADA...

MAIL: 707 Auburn Way South; Auburn, WA 98002 FAX: 253-804-0844 EMAIL: staff@wsiada.com

DATE

4. Dealers who have been in the industry for a few years and would like to help strengthen the industry should consider joining the WSIADA Board. a. True

7.When you encounter a credit freeze, you should do the following: Select all that apply. a. Nothing b. Inform the customer of the credit freeze and the need to view the report

b. False 5. Tips from a dealer who successfully thwarted an identity thief include: Select all that apply. a. Check the email address provided with the credit app b. Review the ID closely c. Push the customer to reduce the loan term from 72 months to 48 months d. Ask additional out-of-wallet questions not generated by your vendor

c. Inform the customer they must contact each credit reporting agency to request a thaw d. Recommend that the thaw be set for at least a week once the password or key code is obtained 8. You should not run ads that promise something you do not plan to actually deliver. Ads that mislead a substantial number of consumers are illegal. a. True b. False

6. If a credit freeze is activated on a consumer’s credit report, auto dealers and finance sources can still see the report.

9. When advertising, it is not necessary to disclose complete VIN numbers for specifically advertised vehicles.

a. True

a. True

b. False

b. False the Front Row | wsiada.com | January-February 2018 |

21

READ AND RESPOND | continued 10. When advertising used cars, the Attorney General’s office does not recommend using pictures of the exact vehicle for sale. a. True b. False 11. If you use an industry pricing guide to advertise used car prices, you should identify the pricing guide (Kelly Blue Book/NADA) in the ad. a. True b. False 12. It is not recommended to advertise “free merchandise.”

In a car deal anything over $25 (de minimis) is not likely “free.” a. True b. False 13. When advertising, you should use words or type that imply the offer originates from a government agency, utility, insurance company, credit reporting agency, bill collecting company, or law firm. a. True b. False

14. When creating an effective business plan, it needs to include what defined information? Select all that apply. a. Company structure b. Cost analysis c. Target market & marketing plan d. Competition e. The why of your business f. Profit structure g. Long term goals h. Plans for perpetuity 15. Your business plan can save you money by avoiding costly mistakes. a. True b. False 1 6 . Whic h o f t he fo llo w ing is no t a s im p le st ep t o ma k e b et t er c onne c t io ns a nd mo re sa les? a. Keep the customer engaged b. Overcome objections c. Showcase what’s important d. Tell the customer what they want to hear e. Listen to the customer

JUST FOR FUN

17. As of January 1st, 2018 you must use the update Buyers Guide, you can no longer use the old version and should recycle any remaining forms on hand. a. True b. False 18. If you do business in Spanish, you must display both an English AND Spanish Buyers Guide form in each vehicle offered for sale. a. True b. False 19. President Donald Trump appointed who as the new CFPB Director? a. Timothy J. Kelly b. Richard Cordray c. Mick Mulvaney d. Leandra English 20. Mila Froman recently joined WSIADA to help in the store and will soon be seen taking over the WSIADA Auction Booths. a. True b. False

New WSIADA Associate

Milena “Mila” Froman (pronounced “Meela”), joined the WSIADA team January 8 to help in the store and at the Auctions while Ashlie is out having her baby. Mila joins us with a retail/ customer service background.

After some system and product training, Mila will be taking over Rick’s Auction duties.

22 | the Front Row | wsiada.com | January-February 2018

Washington State Independent Auto Dealers Association

Membership Enrollment

YES!

It is important to be to be recognized as a professional!

Enclosed are my annual dues to ensure that my business has all the advantages WSIADA/ NIADA provides to put me at the forefront of my profession.

By completing this form, I am consenting to and giving WSIADA/NIADA, its affiliates and subsidiaries, my permission to (until I give written notice to discontinue) contact me and provide information to me at the mailing and e-mailing addresses, telephone and fax numbers I have provided.

I hereby certify that (I am/we are) eligible for membership in WSIADA.

SIGN Member Name Business Name

Dealer #

Address City

State Zip

County

Business Phone

Mobile

Fax

E-Mail

Website:

Enrolled by ________

Membership Category: $450 Dealer Member: [a] limited to any sole proprietorship, partnership or corporation which is engaged in buying and selling motor vehicles as a principal part of its business; and [b] must hold a vehicle dealer’s license issued by the Washington State Department of Licensing.

Business Name

Dealer #

Business Name

Dealer #

Business Name

Dealer #

Other Employees I would like to include within my membership: Full Name

Position

Mobile

Email

Full Name

Position

Mobile

Email

Full Name

Position

Mobile

Email

SEAL DUES PAID

$

VISA

MC

AMEXcheck

CARD NUMBER

NAME ON CARD

EXPIRATION DATE

CARDHOLDER SIGNATURE

CHECK No.___________

CCV

BILLING ZIP CODE

DELIVER

WSIADA FAX EMAIL(as a scanned attachment)

707 Auburn Way South 253-804-0844 staff@wsiada.com

Auburn, WA 98002

the Front Row | wsiada.com | January-February 2018 |

23

JUST FOR FUN The Trophy Case

Get your plate frames and inserts from WSIADA! A core sample from the track of the Indianapolis Speedway: This is what 108 years of paving looks like!

Email your industry jokes, cartoons or funny photos to staff@wsiada.com

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