Issuu

Leaders in the sale of quality Mopar Parts.

Mopar Masters Guild Meets at NADA 2016 in Las Vegas for 24th Annual Meeting

March - April 2016

Also In This Issue From the Desk of Newly Elected President Susan McDaniel ...................... 2 Welcome to the MMG ......................... 3-4 MMG Supporting Vendors .............24-25 From the Desk of Immediate

Record Attendance Builds Relationships & Fosters Information Sharing!

Past President Rick Cutaia ....................38

New Guild Oﬃcers Elected

Elite Extra...........................................50-51

Story Begins on Page 5

UPS .............................................................53

CDK Global ........................................39-42 Dealer Tire ..........................................43-45 Reynolds & Reynolds........................46-47 OEConnection ....................................48-49 FenderBender/Ratchet+Wrench.........52 Autobody News........................................54 Rousseau Storage.....................................55 “The View from My Office” ............56-57 Why WIN? .........................................58-59 2016 MMG Committee..........................60

The exchange of information by like size dealers in a non-competitive environment.

Mopar Masters Guild

March - April 2016

From the Desk of Newly Elected President Susan McDaniel - Bill Luke CJD - Phoenix, AZ

COMMUNICATION I would like to thank everyone who had the confidence in me to place me in this posi on to take our guild to the next level. In the last several months, we have taken a diﬀerent approach in the communica on of our guild. We have had several members calling candidates who qualify to be a Mopar Master but have never a ended a meeting. We sent several emails to old and exis ng members. We placed ar cles and ads in na onal publica ons explaining what our guild is and what it means to be a member and the result was record a endance. Communica on was KEY to our success this year. We assumed nothing and went full speed ahead. We had great conversa ons by a variety of diﬀerent members. Many great ideas for our guild and for our businesses came up in these conversa ons. I am truly looking forward to our mee ngs to come; the new and renewed excitement will prove to be the core to new conversa ons and ideas shared by all. Communica on plays such a role in our day to day lives and our businesses. So o en we find ourselves assuming that our family, friends and employees already know how we feel about them. Do they really? That they already know about a habit that bothers us. Do they really? That they already know about an important upcoming event? Do they really? Assume nothing. Regards,

Susan Good communica on skills will make us all stronger and be er people. I truly believe that we cannot tell people enough or email, text them enough to make sure that we are ge ng our point across. “You can have brilliant ideas, but if you can’t get them across, your ideas won’t get you anywhere”. -Lee Iacocca

Mopar Masters Guild Magazine

Leaders in the Sale of Quality Mopar Parts

Welcome to the Mopar Masters Guild Whether you are a long me member, just recently joined, or s ll considering involvement, the Mopar Masters Guild offers something for every dealership. I would like to send a quick note to address some of the ques ons you may have: Ques on: Is the Mopar Masters Guild operated by Mopar? Answer: No… The Mopar Masters Guild is made up of dealership parts mangers. Ques on: How does a dealership qualify to be a member of the Mopar Masters Guild? Answer: Mopar dealers that are ranked in the top 150 purchasing dealers in the U.S., as reported on DealerConnect by Mopar (under “Mopar Masters Tracking”), qualify to be members of the Mopar Masters Guild. Once you are a member as long as you maintain your dues you will remain a member. Ques on: What are the annual dues and what do my dues help fund? Answer: The annual membership dues are $100. These dues help to fund the Guild’s website, bimonthly magazine, dealership employee forum, mee ngs and events, and conference call lines to discuss various policies and procedure changes being considered by Mopar. Member dues cover about 5% of our annual budget. Ques on: Once I am a member what should I do next? Answer: Please make sure you have visited our website and signed up for our Facebook Group Forum. The forum offers exposure to industry changes that others may see before your store has. It also provides a place where you are able to get your own ques ons answered. Secondly, our website is also where you will find the most recent copy of the MMG Magazine and any upcoming mee ngs and events. Ques on: What other benefits are there to the group? Answer: The Guild leaders are in constant communica on with the Mopar management team to communicate how policies may affect our business. In the past, these conversa ons have helped mold programs that help Mopar and all dealerships. Another benefit; the rela onships you develop over me. With membership in the Guild you gain access to mangers at the largest dealerships in the country. This value is only realized if you reach out to other members. The best way to start doing this is through u lizing the website and Facebook Group Forum. Ques on: How do I join the Facebook Group Forum? Answer: Visit www.moparmastersguild.com and select forum. Because our forum is through Facebook you must have your own Facebook account to join. When you join as a new user, our forum administrator Don Cushing will verify you as an employee of a Chrysler branded dealership and you will be given access to the forum. Only Mopar Masters Guild Members have access to the forum. Forum posts will not appear immediately as they are checked for validity and content. Continued on Page 4

The exchange of information by like sized dealers in a non-competitive environment.

March - April 2016

Continued from Page 3 Like you, the leadership of the Mopar Masters Guild operate large parts, and in some cases, service opera ons. It is our goal to improve communica on to our member body over the coming year. If you are a new member please reach out to me and I will have one of our members contact you to make sure your store maximizes on what the group has to oﬀer. If you have been unsure about joining the group, please contact me or one of the execu ve commi ee members in your area and we would be glad to discuss if the Guild is right for you. Susan McDaniel President – Mopar Masters Guild smcdaniel@billluke.com

Oﬃcers President

Susan McDaniel Bill Luke CJD smcdaniel@billluke.com

Phoenix, AZ

Vice President

Andy Reed AutoNa on DCJ Reeda2@autona on.com

North Richland Hills, TX

Treasurer

J.D. Ipsen jd@kengarﬀ.com

Ken Garﬀ West Valley CDJR W.Valley City, UT

Secretary

Ma Jarvis ma j@baldhill.com

Bald Hill DCJR

Warwick, RI

Execu ve Board Gerry Oakes Baxter CJDR goakes@baxterauto.com

Omaha, NE

Marvin Windham Benchmark CJD mwindham@withyoudowntheroad.com

Birmingham, AL

Paul Allred Stateline CJD pallred@millsautogroup.com

Fort Mill, SC

Rick Monteiro Jack Powell CJD rmonteiro@jackpowell.com

Escondido, CA

Rick Cutaia Rick Hendrick Auto Rick.cutaia@rickhendrickauto.com

Charleston, SC

Dan Hu on Tom O’Brien CDJR dhu on@obrienauto.com

Indianapolis, IN

Joe McBeth Dallas Dodge jmcbeth@group1auto.com

Dallas, TX

Mopar Masters Guild Magazine

Leaders in the Sale of Quality Mopar Parts

Mopar Masters Guild 24th Annual Meeting Welcomes Record Turnout in Las Vegas! There’s something to be said for longevity. When it involves an organiza on, it usually means there’s a certain degree of success. Success is certainly a word that describes what the Mopar Masters Guild has enjoyed for the past 24 years. Success that is mainly due to the many, many Mopar Masters Club members that have joined the Mopar Masters Guild. Success that has been achieved by these members sharing ideas, problems, solu ons and the camaraderie that many have developed. Friendships that have endured. Some can even a est that the Mopar Masters Guild is sort of an “extended family” of sorts. 24 years. That’s a lot of invested me. And a lot of great ideas from some of the best in the business.

Tuesday March 29th

This year was no diﬀerent. Almost. Our des na on this year was Las Vegas, Nevada with our mee ngs and events held at Mandalay Bay. Due to a date change for NADA, many members arrived early on Tuesday for a noon me lunch and then we immediately began our first day of guild business. Guild President Rick Cutaia brought the mee ng to order, thanking everyone for making this a record-breaking event with a endance. Rick’s opening remarks were the same as last year. “Let’s all remember why we are here. We’re here to share informa on and ideas to make ourselves and everyone else be er at what we do. Any informa on and ideas that you get at these mee ngs will only benefit your company’s bo om line.” President Cutaia then asked a endees to introduce themselves with a brief bio. Continued on Page 6

The exchange of information by like sized dealers in a non-competitive environment.

March - April 2016

Continued from Page 5 A endees for the 2016 Mopar Masters Guild Mee ng were:  Casey

Brown

Autona on

 Mike

Mulkins

Autona on

 Andy

Reed

Autona on

 Don

Cushing

Bald Hill DCJR

 Ma

Jarvis

Bald Hill DCJR

 Gerry

Oakes

Baxter Auto

 Mike

Opperman

Baxter Auto

 Marvin

Windham

Benchmark CDJR

 Susan

McDaniel

Bill Luke CJDR

 Eric

Avondet

Brunswick Auto Mart

 Derek

Johnson

Dallas Dodge

 Joe

Mcbeth

Dallas Dodge

 John

Bozek

Dover Dodge

 Mick

Padgeon

Fred Beans Parts

 Bob

Wi g

Ganley CDJR

 Josh

Gouldsmith

Gladstone Dodge

 Chris

Brodeur

Glenn E. Thomas Co.

 Tom

Kellogg

Harold Zeigler CDJR

 Alan

Yancey

Hayes CJD

 Kent

Cogswell

Jack Phelan CJD

 Rick

Monteiro

Jack Powell CJDR

 Gary

Block

Jack Powell CJDR

 J. D.

Ipsen

Ken Garﬀ West Valley CJDR

 Robert

Chatwin

Larry Miller Auto

 Cody

Eckhardt

Larry Miller Auto

 Brent

Hoge

Larry Miller Auto (Re red)

 Glenn

Hojnacki

Milosch’s Palace CJDR

Mopar Masters Guild Magazine

Continued on Page 7

Leaders in the Sale of Quality Mopar Parts

Continued from Page 6  Tom

Saigh

Milosch’s Palace CJDR

 Steve

Hofer

Park CJ

 Ed

Lueras

Perkins Dodge

 Rick

Cutaia

Rick Hendrick DCJR

 Doug

Price

Security Dodge

 Paul

Allred

Stateline CJDR

 Dan

Hu on

Tom O’Brien Auto

 Tim

Miller

Tom O’Brien Auto

 Ken

Kremer

Zimmer CJ

A er the introduc ons, we were presented with the Treasurer’s Report by Susan McDaniel followed by the Secretary’s Report also by Susan. Susan has been our Treasurer/Secretary for the past 18 months filling a dual role un l our elec ons. A big “thank you” to Susan for the great job she has done keeping the finances safe and secure and the informa on flowing by conduc ng numerous emails and facilita ng many conference calls and assis ng President Rick Cutaia and Vice President Andy Reed with the opera ons of the MMG. Mo ons were made to accept each report and they were unanimously accepted. We then covered the various Commi ee Reports with up-to-date informa on from our Suppor ng Vendors and any of their new product oﬀerings. Now, of course, our usual disclaimer!

As we have talked about many, many mes during the existence of the Mopar Masters Guild, any informaon that is obtained via the newsle er will not oﬀer a complete and concise picture of what went on at our mee ngs. We stress the importance of a ending these mee ngs and invite everyone who meets the Mopar Masters Club criteria to join the Mopar Masters Guild, a end these mee ngs and enjoy the wealth of knowledge and informa on that is presented and shared. Our coverage of Vendor presenta ons, Mopar Execuves’ presenta ons and dialogue will only lightly touch upon what was presented.

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March - April 2016

Continued from Page 7

We then moved on with guild business discussing ideas and ways to make our departments more eﬃcient, produc ve and profitable! Obviously, the biggest value you can derive from these mee ngs is the valuable informa on that you bring back to your dealership. Most of the me, the ideas or changes that you implement from this forum usually ends up paying for your trip. Quite a value! Listening to what works and what presents a challenge in our daily business is such a produc ve part of these discussions. It’s the sharing of these ideas that helps make members more successful. If you hear an idea that appeals to your business plan you can feel confident that you can contact that manger for more informa on on implemen ng that idea in your store. Some of our conversa ons were on:  DMS Systems  Core Issues  MSO’s  Website/Social Media Usage  Communica on with Mopar  Mopar Bulk Oil  Sheet Metal Programs  Daily Opera ng Procedures  Tire Sales  Glass Programs  Customer Reten on  Mechanical Marke ng  ARO  Dealer Rewards  Capacity/Tech Training Continued on Page 9

Mopar Masters Guild Magazine

Leaders in the Sale of Quality Mopar Parts

Continued from Page 8  Finding Employees  MRA’s  Express Lane  WHI Solu ons/Nexpart (E-Commerce)  Magne -Marelli  New & Innova ve Opera ons Gerry Oakes men oned that the turnout this year was the direct result of the membership drive put together by members of the Execu ve Commi ee with the hard work and major eﬀorts of the group. The guild plans on making this an ongoing eﬀort so that the Mopar Masters Guild will become stronger moving forward with the best Parts & Service Managers in the country sharing informa on and ideas to help make all of us more profitable and increasing our customer reten on. We would be remiss if we didn’t men on two of our Suppor ng Vendors, Chris Messer of FenderBender Magazine and Barbara Davies of Autobody News for their involvement and assistance with reaching out to many eligible Mopar Masters Club dealers and inform them of our Annual Mee ng here in Las Vegas. This ended our first day of our mee ngs. We adjourned and made prepara ons for our MMG Members Welcome Recep on. Our first night’s event was an opportunity for members to socialize and share with friends in a relaxed atmosphere catching up with what’s been going on over the past year since our last mee ng. We enjoyed food, drink and the beau ful views that our venue, The Founda on Room at Mandalay Bay allowed. Some of us even took the me to view the Las Vegas strip from the balcony where most of the marke ng pictures are taken for local and na onal magazines. Here’s a few pictures from this event:

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March - April 2016

Continued from Page 9

Continued on Page 11

Mopar Masters Guild Magazine

Leaders in the Sale of Quality Mopar Parts

Continued from Page 10 Wednesday March 30th Star ng oﬀ bright and early, President Rick Cutaia called our mee ng to order and introduced our first Suppor ng Vendor Presenta on of the day.

Dealer Tire, represented by Jerry Corcoran, Director of Sales/North gave us all an update on the new TireWorks & Ba ery Advantage Program. Among a few other items covered by Jerry were:  Choices Consumers have  Es mated Chrysler Ba eries Replaced  Opportuni es for RO Generated Ba ery Replacements  Tires and the #1 Product Shopped Online!  Ba ery Advantage Program will mirror support for TireWorks  Upda ng So ware  DSRG  eServices  Online Tire Store  Right Turn Following Jerry was Eric Evanoﬀ, Director, Field Opera ons USA. Eric is always inspiring and exci ng to listen to and today was no diﬀerent. Eric discussed:  How do we execute to be successful?  Strategic Account Manager  Account Manager  Account Development Specialist  Carline  Sales opera on  Strategic Service Lane Specialist Continued on Page 12

The exchange of information by like sized dealers in a non-competitive environment.

March - April 2016

Continued from Page 11  Service Lane Specialist  Regional Training  Field Training Specialist Eric then covered Dealer Tire Sta s cs and he and Jerry fielded ques ons from a endees.

(L-R) Rick Cuataia - Eric Evanoff Jerry Corcoran - Susan McDaniel

Our next Suppor ng Vendor Presenta on was from Snap-On Business Solu ons. Snap-On was represented by David Foutz, VP of Sales & Marke ng and Jim Sever, Director of Marke ng and Business Development. David is a long me friend of the Mopar Masters and Suppor ng Vendor. Mr. Foutz brought us updated info on his business and new people within his company. He then gave everyone a background of how far Snap-On has come over the years.

Continued on Page 13

Mopar Masters Guild Magazine

Leaders in the Sale of Quality Mopar Parts

Continued from Page 12 David then introduced Mr. Sever who gave us a bit of his background and presented an overview of their past business and what’s new and coming to our industry. Some of the topics covered by Jim:  Brands Served by Snap-On  Rich History with Mopar  First Chrysler EPC in 1988  Constant Communica on with FCA to solve complex issues  EPC 5 and the Advantages  Time Savings  Connec ng Technicians with Parts o Answers to diagnos c ques ons o Eﬃcient and eﬀec ve communica ons with parts dept. o The right parts at the right me  Significant Opportunity for Accessory Sales  Partnership with Insignia  Mopar Vehicle Personaliza on System (VPS) Great informa on from a great team. It’s always a pleasure to see David and the professionals at Snap-On Business Solu ons. A Q&A sessions followed.

(L-R) Andy Reed - David Foutz - Jim Sever Susan McDaniel - Rick Cutaia Continued on Page 13

The exchange of information by like sized dealers in a non-competitive environment.

March - April 2016

Continued from Page 13 Con nuing with our Suppor ng Vendor Presenta ons we then welcomed OEConnec on.

Represen ng OEConnec on was Bill Lopez, VP of Collision & OEM Programs and John Haluch, Director, Field Service & Parts Broker Direct. Subjects covered by Bill: U.S. Parts Marke ng Programs  13 US Dealer Networks  2015 Snapshot: o 756M Overall Conversion opportuni es 93M for Chrysler o 61% Conversion Rate ($464M) 56% ($52M) for Chrysler  Collision Strategy  Dealer Landscape Today  Various Procurement Systems  Has Partnered with PartsTrader  PartsTrader Integra on Staggered Launch Started 3/22  Car-Parts Integra on Launching 2016  Covered MyPriceLink (involves GM Dealers)  Es mate to Invoice Workflow

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Mopar Masters Guild Magazine

Leaders in the Sale of Quality Mopar Parts

Continued from Page 14 Giving us informa on on the Retail e-Commerce, John Haluch touched on the following subjects:  Retail e-Commerce Industry Overview  ConsumerLink Refresh  Product Tier Strategy  ConsumerLink Basic Dealer Site  ConsumerLink Pro Dealer Site  RepairLink – Penetra on and Adop on  RepairLink Metrics Update  Google Analy cs  Projects in Process  Impact of Best Price – Targeted Parts – Revenue  Dealer Promo ons  Ages Inventory Reduc on  PartsBrokerDirect Once again, a ques on and answer session brought much interest and involvement.

(L-R) Rick Cutaia - Susan McDaniel - Bill Lopez John Haluch - Andy Reed Continued on Page 16

The exchange of information by like sized dealers in a non-competitive environment.

March - April 2016

Continued from Page 15 Next up was David Carroll, Na onal Program Manager for Tracy Industries but as of this visit and presenta on he announced that a er nearly 70 years in the Automo ve Parts business, Tracy Industries has sold their distribu on business to AER Sales, LP. The sale includes all Ford and Chrysler business. This would become eﬀec ve 4-6-2016. So with that said, AER Sales has decided to con nue as a Tier 1 Vendor for the Mopar Masters Guild with Mr. Carroll con nuing his role as Na onal Program Manager. Dave gave us some bio and sta s cs on AER Sales:  Family owned company  70 plus year history as an Auto Parts Distributor  Remanufacturer and Parts Distributor since 1942  Largest Remanufacturer of engines in the world  Ford Authorized Distributor  Mopar Powertrain Distributor  Maintaining ALL current programs through 2016  Improved distribu on with increased same day delivery (within 50 miles of facing warehouse)  Maintain majority of current sales team  Con nue as a Suppor ng Vendor to the Mopar Masters Guild Dave then covered all of the current FCA programs for Dealers especially the Grand Prize this year of A Chrysler 200 that goes to your wholesale account. Independent Repair Facili es (IRF’s) and Fleets included! Dave then fielded ques ons from guild members.

(L-R) Andy Reed - David Carroll Susan McDaniel - Rick Cutaia

Continued on Page 17

Mopar Masters Guild Magazine

Leaders in the Sale of Quality Mopar Parts

Continued from Page 16 A er a short break we welcomed our Tier 2 Suppor ng Vendors in our Vendor Fair format. Each vendor was able to set up a loca on just outside our mee ng room. Par cipa ng in this year’s Vendor Fair were:

Corporate Billing LLC Leif Founds – Execu ve VP of Sales Jeﬀ Leavi – VP of Sales

FenderBender/Ratchet+Wrench Magazine Chris Messer – Publisher Aus n Becker – Sales Manager – Regional Accounts

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March - April 2016

Continued from Page 17

Rousseau Storage Benoit Toussaint â€“ Sales Director â€“ Rousseau Storage Bud Trammel, Trammel Equipment Co. Automo ve Dealership Equipment Specialist

Autobody News Barbara Davies Co-Owner/General Manager

Continued on Page 19

Mopar Masters Guild Magazine

Leaders in the Sale of Quality Mopar Parts

Continued from Page 18 Also par cipa ng in the Tier 2 Vendor Fair but coming aboard as a Tier 1 Vendor was:

KIS/Alpine Tom Schnell – Product Solu ons/KIS Steve Brown – Restyle Development Manager/Alpine Electronics More informa on and the introduc on to KIS/Alpine Coming Soon!!

A er our Vendor Fair and lunch we con nued our Tier 1 Vendor Presenta ons. Presen ng next to our group was CDK Global. They were represented by David Mitchell, Director, Manufacturer Solu ons and Kim Saylor, Product Marketer, Fixed Ops. David spoke briefly on CDK and then introduced Kim who would make the presenta on. Some of the subjects covered were:  New Fee Code Report o Display Fees on Closed Invoices o Drill Down to Invoice Detail o Report Fee Codes with low GP%  Parts Event Reports – Enhancements o Part Number o Source o Changed Field  Invoice Quick Close o Paid Online o Payment Received by Driver o Shows error if cannot close  Parts Transfer – Pro  Parts Tracking  Parts 2.7

(L-R) Susan McDaniel - Kim Saylor - David Mitchell Rick Cutaia - Andy Reed

 Parts 2.8 Plenty to go over, plenty of new informa on coming up. More was discussed within the Q&A session. Continued on Page 20

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March - April 2016

Continued from Page 19 Next Suppor ng Vendor to present was Katzkin Leather represented by Doug Johnson, Director, OEM Development. Doug covered:  2015 Sales Performance  Mopar Leather Sales: 2015  2015 Top Dealers  84% of cloth vehicle owners prefer leather  3 out of 5 would buy leather if it were oﬀered at the me of sale  Consumer awareness of the dealer-added op on is only 3%  Residualiza on with Chrysler Capital Leases o $800 Residual “bump” for Mopar Leather  Mopar Backed o Tested & Validated o Warranty o Insured and Indemnified  Mopar Purchase Advantages o Dealer Rewards o AHQ (Accessory Headquarters)  FCA Logos are only an op on when purchased through Mopar  Our compe tors in your marketplace are infringing on FCA Copyrighted Property Great op on and opportunity to upgrade your customer to factory leather!

(L-R) Susan McDaniel Doug Johnson - Rick Cutaia Andy Reed

Continued on Page 21

Mopar Masters Guild Magazine

Leaders in the Sale of Quality Mopar Parts

Continued from Page 20 Con nuing on to our next presenta on, we welcomed Elite Extra. Joining us from Extra was Ross Kleiner, Enterprise Account Manager, Jon Ward, Sales Director and Jim Ward, President. For those not aware, Elite Extra is an Advanced Dispatched Management program allowing the tracking and dispatching of delivery vehicles and much more. “Air Traﬃc Control your Deliveries!” Jim presented us with:  Real-Time Dispatch: o Visibility o Accountability o Profitability o Repor ng o Driver Performance  Key Features: o GPS Tracking o Signature Capture o ETA’s to customers o Route Op miza on o DMS Integra on o Prover ROI New items on the forefront:  EXTRA Telema cs  EXTRA Warehousing  Manager’s Scorecards  Parts Return Portal  COD Valida on Payment  eCommerce Parts Portal Strategic Partnerships  PSX Integra on

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March - April 2016

Continued from Page 21 At this point John and Ross walked us through a live demo about what Extra already has and what’s new. Elite Extra is a very powerful tool that over 40 FCA dealerships use on a daily basis. There was plenty of interacon with a endees. It was at this point that Jim Ward made a very powerful statement to our guild. Says Mr. Ward, “We learned really quickly that some of the best parts people in the dealership base are part of the Mopar Masters Guild. We learned more about the parts department (opera ons) by talking to you guys in the parts world which helped to make our product be er. Your ideas are what helped shape our product.” Thank you Jim for those kind words. The Mopar Masters Guild is proud to have Elite Extra as well as all of our others as a Suppor ng Vendor.

(L-R) Susan McDaniel - Rick Monteiro - Jim Ward Rick Cutaia - Jon Ward - Ross Kleiner

Con nuing on with our Vendor Presenta ons we welcomed Reynolds & Reynolds. Jason Sideris, Director, Product Planning Fixed Opera ons and Dawn Spitler, Fixed Opera ons Solu ons Specialist, gave us the latest informa on on new solu ons that’s Reynolds is working on or have implemented. Their agenda would cover:  Retail Parts Markup – Results o Ways to increase your profits (and how it works!) o Mul ply by a large volume o Already built into your ERA System o Upsell Opportunity

Mopar Masters Guild Magazine

Continued on Page 23

Leaders in the Sale of Quality Mopar Parts

Continued from Page 22  ReyPay o Dealer Branded emails o View and Save PDF Online o Pay Online or in Store o Stop Transposi on Errors  Changes to RO informa on screen  Why don’t dealers do a be er job of with upsells? Dawn then gave us a Process Flow Exercise, an in-depth look at improving our processes. At this point there was plenty of dialogue among a endees, Dawn and Jason. She con nued:  Simplify and Force the Process  Instant Communica on  Eliminate Redundant Entry  Powerful Reports  Track Declined Services  Coaching  Parts Pending Services List More ques ons and answers to our group followed their presenta on.

(L-R) Susan McDaniel Kim Saylor - Jason Sideris Rick Cutaia - Andy Reed

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The exchange of information by like sized dealers in a non-competitive environment.

Our Supporting Vendors: Support those who support you.

March - April 2016

Mopar Masters Guild Magazine

Leaders in the Sale of Quality Mopar Parts

Our Supporting Vendors: Support those who support you. The exchange of information by like sized dealers in a non-competitive environment.

March - April 2016

Continued from Page 23 Finishing up our Suppor ng Vendor Presenta ons was another of our long me vendors, UPS. Representing UPS was Tim Quinne e, Director of Sales – Automo ve & Industrial Sector – Global Accounts and David Sprock, Director, Business Development – Transporta on Service – UPS Freight. Subjects that Tim covered: •

Damages/Quality

•

Direct Truckload Shipments

•

Backflow Analysis

•

UPS Discrepancy Reports

•

UPS Freight/LTL

•

Special Projects

•

Logis c Opportuni es

•

Par cipant in all Mopar Dealer Conferences

•

Logis cs Ar cles in Mopar Masters Magazine

•

New Pricing for Next Day Air Le ers

•

New 5 Year Contract with FCA

Tim encouraged feedback from everyone. “I can’t fix what I don’t know is broken so I ask for your help in communica ng any issues directly to me so that I can help resolve them,” says Quinne e.

(L-R) Susan McDaniel - David Sprock - Rick Cutaia Tim Quinnette - Andy Reed

Mopar Masters Guild Magazine

Continued on Page 27

Leaders in the Sale of Quality Mopar Parts

Continued from Page 26 This ended our Suppor ng Vendor Presenta ons. Our mee ng was adjourned so that everyone could prepare for our Annual Mopar Masters Guild Cocktail Recep on. This event, our annual Mopar Masters Guild Cocktail Recep on, has always been the one night during our mee ngs that everyone looks forward to. Each year the guild makes an eﬀort to secure a venue that everyone will not only talk about, but allows the comfort of being away from daily business which allows mee ng with peers, industry execu ves and suppor ng vendors in a relaxed atmosphere. This year we had a Gangster Night theme held at the 1923 Club at Mandalay Bay and many a endees chose to dress for the occasion. We had a 1920’s band that took modern tunes and made then sound like the 20’s, a Photo Booth & Cigar Room and plenty of sea ng for the group to enjoy some great camaraderie and conversa on. The following pictures will tell the story!

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March - April 2016

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Leaders in the Sale of Quality Mopar Parts

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Continued from Page 31

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Mopar Masters Guild Magazine

Leaders in the Sale of Quality Mopar Parts

Continued from Page 32

Thursday March 31st We began our day bright and early so that we could hold our elec ons for 2016 and discuss guild business and also discuss our upcoming mee ng with Mopar Execu ves that would be held later in the day. Nomina ons and Elec ons were held for Execu ve Oﬃcers. And the results are in:  President – Susan McDaniel – Bill Luke CJD – Phoenix, AZ  Vice-President – Andy Reed – Autona on – North Richland Hills, TX  Treasurer – J.D. Ipsen - Ken Garﬀ West Valley CJDR  Secretary – Ma Jarvis – Bald Hill DCJR – Warwick, RI

Congratula ons to the new Mopar Masters Guild Oﬃcers for 2016! (L-R) New Guild Officers Susan McDaniel - President Andy Reed - V. President J.D. Ipsen - Treasurer Matt Jarvis - Secretary

Continued on Page 34

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March - April 2016

Continued from Page 33 Guild discussions con nued:  Future NADA Mee ngs  Future Chrysler 20 Group Mee ngs  MMG Magazine & Website  Wi-Advisor  Express Lane  Employee Recruitment/Hiring Techniques  BSL’s  Inventory Mix  CCC  More PartsTrader  Vendor Commi ees  Collision/Mechanical Marke ng  Service Marke ng  Best Prac ces A er we finished our guild business and discussions our guests from FCA joined us for lunch. A er lunch we then moved to a favorite por on of our MMG Mee ng, our Mee ng with FCA. The interac on with Execu ves from FCA is one of the reasons that Mopar Masters Guild members a end this mee ng. Our coverage with Mopar here is just highlights of our interac on since we feel that par cipaon is needed at this mee ng to enjoy the full benefit of what is oﬀered. Joining us from FCA were:  Ross McGinnis – Vice President, Mopar Sales & Product Development  Brian Rogos – Senior Manager Repair/Reman Parts Por olio & Wholesale Sales – Mopar Brand  Skip Olson – Senior Manager – Mopar Sales Repor ng & Pricing Analy cs  Jeﬀ Conklin – Head of Service Capacity Planning – Mopar  Tom McCarthy – Vice President – Technical Service Opera ons – Mopar Service, Parts & Customer Care  Stephen Brown – Service Capacity Planning – Mopar  Bill Harry – Director – Service & Parts Marke ng – Mopar Brand  Ed Cummins – Senior Manager – Maintenance & Magne Marelli – Mopar

Mopar Masters Guild Magazine

Continued on Page 35

Leaders in the Sale of Quality Mopar Parts

Continued from Page 34 Ross took to the floor to go through a few things with Mopar at a U.S. level and then brought his team members to partake in discussions with the group. Ross covered:  Mopar Sales – YTD vs. Last Year  U.S. Parts Sales Trends  Dealership Retail/Wholesale Performance  Service Advocacy  Expanding Capacity  Retail Plan o Dealer Process & Eﬃciency Express Lane WiAdvisor Magne Marelli Custom Shop Performance Parts Accessory Awareness  Wholesale Plan o Product Closer to the Market Warehouse Distributors Powertrain Redistribu on/Truckload Collision Online There was plenty of interac on during this discussion and sharing our ideas and concerns with poten al soluons that will be oﬀered by FCA will show posi ve results in the near future. The Mopar Masters Guild would like to thank Ross and the Mopar team for taking their valuable me to meet with us as we all move forward to a common goal. Ross McGinnis then finished up our mee ng with his team by thanking the guild for their me and hospitality but mostly for the input during this day.

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Joining us for our meeting were our guests from FCA (L-R) Stephen Brown - Jeff Conklin - Skip Olson - Brian Rogos Ed Cummins - Bill Harry - Tom McCarthy - Ross McGinnis Representing the Mopar Masters Guild SusanMcDaniel - Rick Cutaia - Andy Reed J.D. Ipsen - Matt Jarvis

Mopar Masters Guild President Rick Cutaia then made a mo on to adjourn and this concluded the 24th Annual Mee ng of the Mopar Masters Guild. Thank you all for your a endance and we look forward to seeing many more of you in New Orleans at NADA 2017 as we celebrate our Mopar Masters Guild 25th Anniversary. We guarantee it will be unforge able!

See you in New Orleans! Mopar Masters Guild Magazine

Leaders in the Sale of Quality Mopar Parts

Mopar Masters Guild A endees 24th Annual Mee ng NADA 2016 Las Vegas, Nevada

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From the Desk of MMG Immediate Past President Rick Cutaia Wow I can’t believe it has been 2 years since I was voted in as the next president of the MMG. Time sure does fly and proof of that is I just took my daughter Haley to get her learners permit! It has been quite an experience over the last 2 years of being the leader of the Mopar Masters Guild and I must say a big “Thank You” to all who have held the oﬃce before me because un l you sit in this seat you really can’t understand all the things that go on behind the scenes to keep this organiza on rolling. I also would like to say “Thank You” to the Oﬃcers and Execu ve Commi ee who helped me to make my job easier and they are proof that it definitely takes a team to make all the events and mee ngs run as smooth as they do. Moving forward I know we made a great decision by elec ng Susan McDaniel as our next MMG President! Buckle up because she is going to take us to the next level and beyond! I have all the faith and confidence that she will do a great job. It will be rewarding to watch the guild con nue to grow as our commi ees con nue the membership drive. As I embrace my new role as an Execu ve Commi ee member please know that my passion for the guild will con nue and I will be there to con nue with any input. I hope that I did a decent job of being the leader of the guild. I hope that I was able to bring the MMG forward and keep our organiza on as one of the more progressive groups of automo ve parts and service managers in the country. I don’t know of any other automo ve manufacturer that has a group of outstanding professionals that care about our industry as much as our Mopar Masters Guild. My two-year tenure was truly a demanding but extremely rewarding job. Sincerely, Rick

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Harness the power. Realize the potential. We can help you build stronger relationships and more rewarding experiences â€” igniting your brand, your people, your customers and your dealership.

Learn more at cdkglobal.com/unleash

ÂŠ 2016 CDK Global, LLC. CDK Global is a registered trademark of CDK Global, LLC. 16-0176

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Making Service an Ecosystem

How to Elevate Your Fixed Ops Experience and Win Over Your Customers Vehicle manufacturers are building cars be er than ever. Fewer warranty repairs, longer factory-recommended service intervals, and cars that can outlive their financing periods. And while this evolu on is great for consumers, it can lead to fewer visits to your service department, and poten ally your customers defec ng to independent repair shops and a ermarket chains. What’s the solu on? You need a strategy that makes it easy for customers to do business with you, and gives them a compelling reason to come back to your dealership again and again. Rather than viewing “finding customers” as a separate process from “comple ng service,” but instead viewing your en re Fixed Opera ons as an ecosystem, you can do just that. Here’s how, in four simple steps.

1. Understand how customers shop for service and what they expect. Every month, there are more than 70 million Google searches for parts and service keyword terms. 43% ul mately choose a service center based on the results of those searches—whether they’re si ng at a computer or using a mobile device. That’s why it’s cri cal that you connect with drivers whenever and wherever they’re searching for their next service. Despite the cri cal nature of digital marke ng, however, dealers simply don’t show up in Google search results. A quick search of “oil change” shows a series of fatal errors:  OEM dealer ads may appear first, but with the highest priced oil change listed on the page ($39.95, compared to several other results at less than $20).  Local compe tor ads, with coupons, appear more frequently than local dealers.  Non-dealers are adver sing on this keyword search as well, adding more noise to the space. Keep in mind that customers who turn to Google with this search are not invested in any given repair shop or dealership; they’re looking for a convenient loca on, easy scheduling, and compe ve prices. It’s up to you to not only be found when customers search, but also to deliver on those expecta ons. Use digital adver sing to tell shoppers why they should book their next service appointment with you, and make it easy to schedule those appointments. Although many customers s ll like to dial a number and connect with a person to schedule appointments, more and more customers are showing a preference for booking appointments through a website or from their mobile device. Make sure you’re accommoda ng all of those preferences. And once those appointments are booked, don’t forget to remind your customers; get them in the door with mely appointment reminders. We know that when customers are reminded of their appointments, no-show rates fall drama cally.

2. Compete with a ermarket chains. A recent 360Service Partners study found that 63% of consumers say that independent service centers are as good as dealership service centers when it comes to fixing vehicles. And we are definitely seeing the results of that percep on; dealerships are losing service customers to a ermarket chains and independent shops—par cularly for high-value repairs, due in part to consumer percep on that dealer service is not price compe ve. Another key reason that customers are defec ng to independent shops: no one stands out. There’s li le to no diﬀeren aon among service providers, and in fact, many consumers don’t even remember the name of the place they take their car. Instead, consumers remember the loca on and that it’s convenient. It’s “the place at the corner of Main and Center,” rather than “Bob’s Repair Shop.” The silver lining for dealership service centers is that 81% of drivers agree that quality service is more important than price (source: Google). So, once you have your customer through your door, make a great first impression. Greet your customer by name, conduct a walkaround inspec on, and make sure your customer is aware of recommended service and general maintenance. Savvy dealers today are using tablets to make this process easy, and they’re not only seeing revenue increase up to 20%, they’re also seeing closing rates as high as 41% on recommended service.

Continued on Page 41

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Leaders in the Sale of Quality Mopar Parts

Continued from Page 40 In addi on, when Service Advisors use tablets and involve the customer in the walkaround inspec on, customers are more engaged in the process, which improves the customer service experience.

3. Leverage mobile trends to make the most of every customer experience. Comple ng a thorough walkaround inspec on does more than just iden fy opportuni es to upsell, it can also enhance customer sa sfac on with your service department. While the percep on may be that you’re making your Service Advisor a Salesperson, the truth is that you don’t want your customers returning to your Service department to correct something that should have been caught in the first place. Not only is that frustra ng for the driver, but it may have a nega ve impact on how your customers view your knowledge and exper se. Tablets do make this process more effec ve and simpler than ever, and they offer the added benefit of enhancing the customer experience in other ways. Today’s dealers are challenged with making the payment process smooth, par cularly in light of all the new and unique ways customers are able—and expect—to pay. Consider offering your customers the op on of having bills emailed or texted to them, so they can pay the bill before they even arrive to pick up their car. Customers can also specify the me when they will pick up their vehicles, helping eliminate lines at the cashier, saving your customers me and frustra on. For customers who choose not to pay ahead of me, mobile technologies allow your Service Advisors to collect payment from you customers via smartphone or tablet as they arrive. The other benefit of paying directly with the Service Advisor is when customers have ques ons about work that was completed; advisors have those details, as well as the technical knowledge, whereas cashiers may not. All of these processes combine to create the experience your customers expect. Customers want an easier, be er experience, and when those expecta ons are not met, 59% will try a new brand or company to find that be er service experience.

4. Ensure customers return to your dealership. The fact remains that customers have choices about where to service their vehicles, so it’s essen al that you not only deliver the customer experience they expect, but then do everything you can to keep your customers coming back to you. Before your customer leaves the Service department, schedule the next appointment. According to a MyGuy North America survey, just 16% of Service Advisors schedule the next customer appointment? Your den st doesn’t let you leave without scheduling your next cleaning; become the den st. Book the next appointment and start the engagement process again from the beginning. In between visits, you can stay top-of-mind by sending valuable Service oﬀers and relevant coupons to customers’ inboxes, reminding them of the good experiences they’ve had, and following up on any declined work. The work doesn’t end there, however; the cycle must con nue as you build that customer loyalty. The sooner you embrace the “ecosystem” mindset for your Fixed Opera ons, the sooner you can create an excep onal customer experience. Kim Saylor is the Product Marke ng Manager for CDK Global’s Fixed Opera ons Solu ons. She is responsible for the research, launch, and marke ng of products to improve the eﬃciency and profitability of dealerships’ parts and service departments. Much of Kim’s career has been spent as a Solu on Consultant for CDK Global. In this role, she worked side by side with dealerships’ personnel training and presented technology solu ons to solve the complex issues faced by each department. Prior to joining CDK, Kim worked for Fi h Third Bank in Cincinna , Ohio. She earned her Bachelor of Science degree in Marke ng from Northern Kentucky University. Kim currently lives in Florence, KY with her husband and two children. In her spare me, she enjoys running and going to boot camp fitness classes.

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Drive profits. Elevate expectations. Imagine having a single Fixed Ops solution that manages the complete vehicle ownership life cycle. One that drives more Service profit, lives up to your customers’ expectations — and keeps them coming back. Make it happen with CDK Fixed Ops Solutions.

Learn more at cdkglobal.com/solutions/fixed-ops

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Tire Sales | New Customers | Parts & Service Revenue

For Mopar dealers who want more. More and more consumers are buying tires online, but online sales are dominated by the aftermarket. Until now. Through RightTurn.com, consumers buy tires and schedule installation at their nearest Mopar dealership. You set your tire and installation prices â€” and earn revenue on both. We deliver the tires to you for free, and deliver you a new customer. Part of the Mopar TireWorks Digital Selling Strategy, RightTurn.com brings customers back into your dealership.

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MOPAR TIREWORKS & BATTERY ADVANTAGE:

The program of choice for Mopar dealerships With Mopar TireWorks & Battery Advantage, you enjoy industry-leading product support: • Comprehensive online ordering portal • Dynamic Retail Selling Guide® (DRSG™) to show tires to customers • Automatic replenishment through ARO Tire • Calibrated inventory and quarterly adjustments • Dedicated Account Manager support • Tailored tire training • Tire expertise a phone call away • 24-month road hazard coverage • Tire Price Match Guarantee • Warranty claim facilitation

WE THANK YOU FOR CHOOSING US. Please call the Mopar TireWorks & Battery Advantage Program Headquarters at 888.31.MOPAR (888.316.6727) with questions or for more information.

Mopar Masters Guild Magazine

Leaders in the Sale of Quality Mopar Parts

YOUR MOPAR TIREWORKS DIGITAL SELLING STRATEGY Chances are that you know how important tires can be both to your customers’ safety and to your dealership’s proﬁtability. As a parts manager, turning over your inventory is highly important. Ordering and storing tires is pretty easy. It’s the sell-through that becomes the challenge — unless you’re a Mopar TireWorks dealership. Then you’re already armed with the Mopar TireWorks Digital Selling Strategy. In short, the DSS offers four solutions to reach consumers wherever they are: on the drive, in between service visits, and on the web. The four solutions are the Dynamic Retail Selling Guide® (DRSG™), eServices, Online Tire Stores, and RightTurn®. The Dynamic Retail Selling Guide Service Advisors can easily see tires marked to stock and sell, allowing them to recommend the right ones to customers on the drive. Dealers who utilize this tool sell about 2x more than those who don’t. The DRSG is the foundation of the Digital Selling Strategy. It needs to be optimized for the other tools to work effectively. eServices eServices integrates dealer-level pricing and stocking strategies into existing service lane tools like wiADVISOR, seamlessly displaying tire recommendations across all of your channels and helping to ensure tires are being presented wherever possible.

DRSG

ON THE DRIVE

Online Tire Stores Linking from your dealership website, your Mopar Online Tire Store sells tires for you! Your customers can even set up tire installation appointments right then and there.

eServices

Online Tire Stores

ON THE WEB

RightTurn

RightTurn.com But what about those customers who haven’t been to a dealership in a while, if ever? That’s where RightTurn.com comes in. RightTurn.com helps capture online users who are searching for tires. Every purchase includes installation at a nearby dealership — sending you customers who otherwise would be lost to the aftermarket. RightTurn.com even delivers tires as they’re ordered, and the packing slip includes the customer name. You don’t have to do anything except receive the tires and install them. Inventory turnover doesn’t get more efﬁcient. You set your own pricing and get the tire and installation revenue for every RightTurn.com order you install.

Your Mopar TireWorks Digital Selling Strategy is an innovative and comprehensive solution to help keep your tire business efﬁcient and competitive — and proﬁtable. WANT TO LEARN MORE? Please contact your Account Manager or call the Mopar TireWorks & Battery Advantage Program Headquarters at 888.31.MOPAR (888.316.6727).

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Our average accessories sale is

$650 per car sold. Experience Accessories Part of Reynolds Retail Management Systemâ€Ś transforming the way consumers experience your dealership.

Mopar Masters Guild Magazine

Chris Cady Managing Partner Scott Clark Toyota Matthews, NC

Leaders in the Sale of Quality Mopar Parts

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Thank you for the hospitality MMG showed EXTRA at NADA. ŚƵŐĞ d, E< zKh ƚŽ ƚŚĞ DŽƉĂƌ DĂƐƚĞƌƐ 'ƵŝůĚ ĨŽƌ ĐŽŶƚƌŝďƵƟŶŐ ƚŽ ĂŶŽƚŚĞƌ ƐƵĐĐĞƐƐĨƵů E ŽŶĨĞƌĞŶĐĞ ŝŶ >ĂƐ sĞŐĂƐ͊ dŚĂŶŬƐ ĨŽƌ ŝŶǀŝƟŶŐ ydZ ƌĞƉƌĞƐĞŶĂƟǀĞƐ WƌĞƐŝĚĞŶƚ͕ :ŝŵ tĂƌĚ͕ ŝƌĞĐƚŽƌ ŽĨ ^ĂůĞƐ͕ :ŽŶ tĂƌĚ ĂŶĚ ŝƌĞĐƚŽƌ ŽĨ ŶƚĞƌƉƌŝƐĞ ĐĐŽƵŶƚƐ͕ ZŽƐƐ <ůĞŝŶĞƌ ƚŽ ƉƌĞƐĞŶƚ ƚŽ ƚŚĞ ŐƌŽƵƉ ŽŶ ͞EĞǁ dĞĐŚŶŽůŽŐŝĞƐ ŝŶ ƚŚĞ WĂƌƚƐ /ŶĚƵƐƚƌǇ͘͟ tĞ Ăƚ ydZ ĂƌĞ ůŽŽŬŝŶŐ ĨŽƌǁĂƌĚ ƚŽ ĂŶŽƚŚĞƌ ƉƌŽƐƉĞƌŽƵƐ ǇĞĂƌ ǁŝƚŚ ƚŚĞ DŽƉĂƌ DĂƐƚĞƌƐ 'ƵŝůĚ ĂŶĚ ĂƌĞ ĞǆĐŝƚĞĚ ƚŽ ǁŽƌŬ ǁŝƚŚ ǇŽƵ Ăůů ŽŶ ƚŚĞ ŵĂŶǇ ŐƌĞĂƚ ŝĚĞĂƐ ƐŚĂƌĞĚ Ăƚ E ͘

www.EliteEXTRA.com

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Leaders in the Sale of Quality Mopar Parts

CHECK OUT THESE NEW EXTRA FEATURES! Returns Portal The Returns Portal is an easy-to-use feature that tracks your returns. Whether the return is created as a pickup, called in out of the blue, or encountered at delivery, your driver can either scan or punch in the part numbers needing to be returned. /Ĺś ĆŒÄžÄ‚ĹŻÍ˛Ć&#x;ĹľÄžÍ• ydZ Ĺ?ĆŒÄ‚Ä?Ć? ĆšĹšÄ‚Ćš Ĺ?ĹśÄ¨Ĺ˝ĆŒĹľÄ‚Ć&#x;Ĺ˝ĹśÍ• Ä‚ĹśÄš ĆšĹšÄžĹś ĆŒÄžĆ‰Ĺ˝ĆŒĆšĆ? Ĺ˝Ĺś Ĺ?ĆšÍ˜ KĹśÄ?Äž Ç‡Ĺ˝ĆľĆŒ ÄšĆŒĹ?Ç€ÄžĆŒ Ä‚ĆŒĆŒĹ?Ç€ÄžĆ? Ä?Ä‚Ä?ĹŹ Ç Ĺ?ĆšĹš ĆšĹšÄž ĆŒÄžĆšĆľĆŒĹśÄžÄš Ĺ?Ĺ˝Ĺ˝ÄšĆ?Í• ĹšÄž Ĺ˝ĆŒ Ć?ĹšÄž Ä?Ä‚Ĺś Ĺ?ÄžĆš ĆšĹšÄžĹľ Ç€ÄžĆŒĹ?ÄŽÄžÄš Ä‚Ć? ĆŒÄžĆšĆľĆŒĹśÄžÄšÍ• Ä‚ĹŻĹ˝ĹśĹ? Ç Ĺ?ĆšĹš Ä?Ĺ˝ĹśÄŽĆŒĹľĹ?ĹśĹ? ĆšĹšÄ‚Ćš ĆšĹšÄž Ä?ĆŒÄžÄšĹ?Ćš has been issued in your DMS. Ĺś ÄžĹľÄ‚Ĺ?ĹŻ Ä?Ä‚Ĺś Ä‚ĹŻĆ?Ĺ˝ Ä?Äž Ä‚ĆľĆšĹ˝Í˛Ĺ?ÄžĹśÄžĆŒÄ‚ĆšÄžÄš Ĺ˝ĹśÄ?Äž ĆšĹšÄž ĆŒÄžĆšĆľĆŒĹśĆ? ĆŒÄžÄ‚Ä?Ĺš ĆšĹšÄž Ç Ä‚ĆŒÄžĹšĹ˝ĆľĆ?Äž Í˛ Ä‚ĹŻÄžĆŒĆ&#x;ĹśĹ? Ä?ĆľĆ?ĆšĹ˝ĹľÄžĆŒĆ? ĆšĹšÄ‚Ćš their returns have been received.

Managerâ€™s Scorecard dĹšÄž DÄ‚ĹśÄ‚Ĺ?ÄžĆŒÍ›Ć? ^Ä?Ĺ˝ĆŒÄžÄ?Ä‚ĆŒÄš Ć?ĹšĹ˝Ç Ć? Ä‚ Ć?ĹśÄ‚Ć‰Ć?ĹšĹ˝Ćš Ĺ˝Ä¨ business metrics for your route-level deliveries Ĺ˝Ç€ÄžĆŒ Ä‚ Ć?Ć‰ÄžÄ?Ĺ?ÄŽÄžÄš Ć&#x;ĹľÄž Ć‰ÄžĆŒĹ?Ĺ˝ÄšÍ˜ /ĆšÍ›Ć? Ä‚Ĺś Ä‚ĆľĆšĹ˝ĹľÄ‚ĆšÄžÄš Ç€Ĺ?Ć?ĆľÄ‚ĹŻĹ?ÇŒÄ‚Ć&#x;Ĺ˝Ĺś Ĺ˝Ä¨ ÄšÄ‚ĆšÄ‚ Ä‚ĹśÄš ÄžÄ¸Ä?Ĺ?ÄžĹśÄ?Ç‡ ĆšĹ˝ ĹšÄžĹŻĆ‰ Ç‡Ĺ˝Ćľ Ĺ?ÄšÄžĹśĆ&#x;Ä¨Ç‡ Ä?Ĺ˝ĆšĹš Ç‡Ĺ˝ĆľĆŒ ĹľĹ˝Ć?Ćš Ä‚ĹśÄš ĹŻÄžÄ‚Ć?Ćš Ć‰ĆŒĹ˝ÄŽĆšÄ‚Ä?ĹŻÄž ĆŒĹ˝ĆľĆšÄžĆ?Í˜

Manager Scorecard Report Route Performance Prepared For:

This scorecard provides a snapshot of how e cient your route level deliveries are. It represents all completed routes in a given period. This snapshot will be helpful to managers in showing them the best and worst performing routes, as well as a comparison to previous time frames. Period

Percentage Change from Previous Period

02/07/16 - 02/14/16

-2.57%

Metric

Number of

Total number of routes completed by drivers within the stated time period. Includes all dispatched manifests.

Average number of miles driven per route/manifest calculated from GPS coordinates*. Total Miles: 1,839,734.48

Routes

Miles Per Route

1,095

1,113

1,680.12

1,692.91

Average time spent driving on active manifests. Calculated as sum of elapsed time between 85;:, 9:(8: (4+ A409/

00:01:09

00:00:25

O Route

Average time spent not driving on route. Measured by subtracting active time from total logged in time for all drivers.

00:00:25

00:01:13

Idle Time

Time at Stop

Average duration of time between route dispatched time and driver departure.

00:00:55

00:00:45

Average time driver was at customer locations. Calculated from elapsed time between arrival and departure.

00:03:16

00:03:05

Invoices/Route Stops/Route Pieces/Stop

Average quantity of invoices per route dispatched.

35.98

36.48

Average quantity of stops per route dispatched.

17.63

17.78

Average count of pieces per stop.

224.6

234.36

Average revenue per hour spent driving each route.

Driver

!85+;*: 5- (<,8(., +80<,8 =(., (9 +,A4,+ 04 &$" (4+ :5:(2 +80<,8 :03, (<,8(.,+ 6,8 85;:, ***

Time

Average revenue per route.

$107,974.42 $113,666.76

Revenue/Route

$2,757.49

$3,463.98

$821.14

$829.47

Revenue/Hour

Cost/Route

Call 1.888.484.8729 or email sales@eliteextra.com.

N/A

Current

Drive

Time/Route

For more information on EXTRA, the new features mentioned above, or any of our other new features including payment validation and vehicle diagnostics.

Description

EXTRA Avg.

* Accuracy of GPS coordinates collected from the driverâ€™s devices is not guaranteed ** Ability for drivers to skip/rearrange route stops may not be enabled. (9,+ 54 +80<,8 *59: 04 &$" 58 /5;82? =(., If you have any questions on the data that goes into this report or other data that may be (<(02()2, 62,(9, *54:(*: 20:, &$" #;6658: (: 6:054 58 Support@eliteextra.com. $ ' % " ' %" %# ##

www.EliteEXTRA.com The exchange of information by like sized dealers in a non-competitive environment.

March - April 2016

How to plan

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INVITE ATTENDEES

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SERVING 45,000+ COLLISION REPAIR PROFESSIONALS

SERVING 91,000+ AUTOMOTIVE SERVICE REPAIR PROFESSIONALS

Mopar Masters Guild Magazine

Leaders in the Sale of Quality Mopar Parts

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The exchange of information by like sized dealers in a non-competitive environment.

March - April 2016

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with

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Mopar Masters Guild Magazine

(800) 699-8251 autobodynews.com

Leaders in the Sale of Quality Mopar Parts

The exchange of information by like sized dealers in a non-competitive environment.

March - April 2016

The View From My Office Hello everyone, Kat here with another segment of the View From My Office! First off I want to say it was great seeing many of you in Vegas for the 24th Annual Mopar Masters Guild NADA mee ngs. It’s so hard to believe that this was the 22nd year of a endance for me! Really? Has that many years gone by? My husband Rick has a ended 23 years! I have seen friends come and go. Some re red, some moved on to other things, and some just aren’t able to a end any more because of lack of support from their dealers, which is really the saddest of all. Most of us are blessed to have suppor ve Dealers. It’s really in their best interest to have their parts and service managers in a room with The Best of the Best! Each year seems to be be er and be er! Do the Mopar Masters know how to throw a party or what? The recep on on the 62nd floor at the Founda on Room was just awe inspiring. It felt like we were on top of the world! The view was just incredible. The food was good and the company be er. People enjoy catching up with old friends and making new ones. It’s a chance for us wives to catch up and plan what we are going to do for the week. And we have so much to talk about! We have truly made some lifelong friends. And I know that when we all re re it will be great to have friends to travel with and to visit. Then there was the 1923 Bourbon Bar Speakeasy party. Once you were let in through the hidden door you were transported back in me. Wow! What a great night that was. It was so fun to see people dressed up and having fun. I have to say that our Mopar Masters men and women make some pre y good looking gangsters! The Moonshiners band played and I must say that woman could sing! She was so good singing 20s style music then she would sing new songs in a 20s style beat! She not only had an amazing voice but she was beau ful, looked the part, and was very entertaining. The photo room was a hoot! I am sure there were many interes ng and fun photos taken that night! Another thing I am most thankful for is the Spouse Breakfast. This is something extra the Guild does for all the spouses and significant others. This is always a great way for everyone to meet up in one place and for us to meet and welcome any of the newbies! While the men are busy during the week and in mee ngs all day long, us women get together and go site see whatever city we are in and just hang out together and talk. And believe me, hours can pass talking and catching up! So these breakfasts are a great way to make plans and find out what everyone is up to. Well, I must say, this year was excep onally over the top good! This year we were bussed over to the Cornwell Hotel to eat at Giada’s restaurant. Many know her from her cooking show on the Food Network. We had a separate room and the food was served family style. The chef came out and talked about the different dishes, what they were, how they were prepared, ingredients used. And it was all so yummy! Continued on Page 57

Mopar Masters Guild Magazine

Leaders in the Sale of Quality Mopar Parts

Continued from Page 56 We had fresh orange juice mimosas, coffee from some exo c loca on, juice or whatever else you wanted to drink. We all tried new food we hadn’t had before and there were also old favorites like bacon - but it wasn’t your normal bacon it was Pecan smoked bacon! Never had that before. What made this breakfast extra special was the food service and it was different. But it doesn’t ma er about the food really, it’s all about ge ng together with friends. It was also great to see Tom and MaryAnne Watson! Tom is a former Mopar Master who lost his job when Chrysler went in and did the dealer shut downs. He was fortunate enough to be able to re re and has been enjoying life. They live in Arizona so they drove over to have a visit with all of us! It was great seeing them. And that is this group - once a Mopar Master - always a Mopar Master. Everyone is always welcome to come back. We enjoyed Maryanne’s company at our spouse breakfast. And if any of you follow Tom on Facebook, you know he is all about Work Work Work! We all need to take our hats off to the people in charge of our recep ons. They have really taken it to the next level. The Mopar Masters Guild recep ons are becoming THE party to a end among the vendor world! I want to give a shout out to Marvin Windham who found Jill Farber and her company Avenue Event Group! For the past two years she has helped Susan McDaniel plan our events. And the two of them have done a fantas c job. On the mee ngs side of things, Rick was telling me that there were more Service Managers a ending then before. S ll that number was only 6. Hopefully word will spread and more service managers will start to a end. Dealers and managers will realize how beneficial it is to have parts and service learning to work together and become a powerful team at their dealerships. And what I thought was really cool, Rick said that when Mopar was there they had asked where everyone was from and there were 22 states represented in one room! That is pre y impressive. No wonder Mopar likes our group because they can reach such a large and very dedicated audience all in one place. All in all I heard the mee ngs were good and a lot of beneficial informa on and ideas were shared making this yet another successful NADA week. Many of you knew we had our daughter Terra there with us. She missed some of the events because she is not yet 21. I asked her at the end of our stay if she had a good me. And she said yes …. “I visited Egypt and saw the Pyramid and the Sphinx, I survived the sinking of the Titanic, watched Merlin and the great Knights of the Round Table ba le against evil and win, went to a Speakeasy, ate breakfast at a famous chef’s restaurant, saw the Statue of Liberty, entered an underwater world where sharks and rays were swimming above me, and solved a murder with the CSI team.” So that about rounds up our week in Vegas! How could you not have fun? So now it is back to work and the real world! For me that is driving and delivering parts in and around San Diego County. For most of you it is back in the office and hopefully figuring out how to implement informa on learned at all those mee ngs. Most of us will meet up again in Detroit in August. And I’m sure planning will start soon for NADA next year in New Orleans.

Till we meet again! Kat Monteiro The exchange of information by like sized dealers in a non-competitive environment.

March - April 2016

Why WIN? Webinar Explains Why Everyone Should Be a WINner On Thursday, February 18, the Women’s Industry Network (WIN) hosted “Why WIN? An Introduc on to the Women’s Industry Network” to explain WIN’s mission, how WIN engages women, why the industry needs WIN and how to get involved. The informa ve webinar was conducted by Michelle Sullivan and Mary Kunz, co-chairs of WIN’s membership commi ee, who expressed the desire for all par cipants to learn something new about WIN. WIN was founded in 2006 by a small group of women who had made significant contribu ons to collision repair. They began the organiza on to support and encourage women in all segments of the industry. Sullivan explained that WIN provides great leadership opportuni es through their Board of Directors and various commi ees, plus their annual educa onal conference offers plenty of developmental and breakout sessions. WIN also awards scholarships for students and professionals, and recognizes excep onal women in the collision repair industry through their Most Influen al Women (MIW) program. WIN is very involved na onally and engages in its targeted campaign through the associa on’s leadership, which is comprised solely of volunteers who donate their me and talents to growing the organiza on. There are a variety of ways to get involved with WIN, according to Sullivan. If members want to help advance the organiza on’s strategy and further its direc on, they can join one of the following commi ees: scholarships, industry outreach, membership, communica ons, sponsorship, strategic planning, governance and conference planning. Kunz explained, “Most commi ees have a monthly call, but there are no required me commitments. It’s what you can contribute and where your talents best fit. Joining a commi ee is the best way to engage with this organiza on and get the most out of your membership.” WIN also offers opportuni es on their Board of Directors, and the organiza on is looking to bring new people and ideas in. The deadline for this year’s Board of Directors has been extended through the end of February. The deadline for scholarship applica ons has also been extended through the end of the month. WIN offers scholarships for high school students, as well as post-secondary/con nuing educa on students to allow recipients to further their development and help women advance in the industry. Scholarship recipients receive WIN memberships, and some are selected to a end WIN’s annual conference where they’re given the opportunity to network with women in the collision repair industry. Scholarship recipients are mentored by MIWs and board members. WIN’s website also features an employment center for job pos ngs and resumes. Sullivan noted, “There’s a lot of talent in this industry and ge ng involved with WIN helps industry engagement and improves reten on.” Over the past few years, WIN has increased its visibility by a ending a lot of na onal events. This year will be the first me WIN makes an appearance at AASP/NJ’s NORTHEAST Conference and Tradeshow. Continued on Page 59

Mopar Masters Guild Magazine

Leaders in the Sale of Quality Mopar Parts

Continued from Page 58 Kunz said, “WIN is looking to constantly be visible in the industry and really engage women.” WIN’s “There’s a Place for You” campaign focused on educa ng women about all the diﬀerent opportuni es in the industry and allowed them to open a dialogue about the various career paths available. As part of its eﬀorts to create a recognizable brand, WIN has created brochures and other marke ng materials which are available to members for distribu on. Sullivan and Kunz are proud of WIN’s MIW awards which they took over from AkzoNobel in 2013 to honor women who have “enriched the collision repair industry with their vision, leadership and commitment to excellence.” Nomina ons are collected each fall and then reviewed and selected by an independent third party; MIW honorees are acknowledged at the MIW Gala during WIN’s annual conference. “Why does the industry need WIN?” Sullivan asked. “What does the face of your business look like, and how is your organiza on posi oned for growth? Looking at diversity and sustainability, we need an organiza on like WIN whose mission is to engage women. For years, shops have struggled with a shortage of technicians; our scholarship program sees a number of women entering that segment of the industry.” Sullivan con nued, “Join WIN, join commi ees and encourage others to join. There are s ll people who don’t know about WIN, but membership is beneficial and provides great networking opportuni es. Become a corporate sponsor or donate individually as a Friend of WIN to support our scholarship fund. Even be er, a end WIN’s annual conference - we’re always looking for people to share their experiences!” Kunz said, “It’s a unique experience to be in a room filled with women from this industry. The camaraderie is great. I got hooked at my first conference and have been a member ever since. It’s been a wonderful opportunity to grow myself professionally and personally. A ending a WIN conference will serve you well.” When WIN was founded in 2006, the organiza on had 140 members. Thanks to their membership drive, they ended 2015 with 478 members, the highest number to date, which represents a 29 percent increase over 2014. Going forward, WIN plans to enhance its member profiles in order to focus conference sessions on specific segments of the industry. Sullivan and Kunz encouraged par cipants to save the date for WIN’s 2016 Educa onal Conference to be held May 2-4 in Tampa, FL. The theme, Power of the Past and Force of the Future, will include appearances from some of the organiza on’s founders. The conference will begin Monday a er lunch, proceed through Tuesday with the MIW Gala in the evening, and conclude Wednesday by noon. This popular format features several keynote speakers for all a endees as well as a few breakout sessions. WIN is finalizing the agenda for the conference and plans to release details in early March, WIN members will receive advance no ce and discount pricing. WIN memberships run from January through December and are available online for $75 annually. Kunz and Sullivan “encourage you to join and to spread the word about WIN.”

The exchange of information by like sized dealers in a non-competitive environment.

March - April 2016

2016 M MMG MG C Com o m m itte i t t ees es Oﬃcers: President Vice President Treasurer Secretary

Susan McDaniel Andy Reed J.D. Ipsen Ma Jarvis

Bill Luke CJD – Phoenix, AZ AutoNa on DCJ – North Richland Hills, TX Ken Garﬀ West Valley CDJR - W.Valley City, UT Bald Hill DCJR - Warwick, RI

Execu ve Commi ee All of the above as well as: Marvin Windham Rick Monteiro Joe McBeth Paul Allred Gerry Oakes Dan Hu on Rick Cutaia

Benchmark CJD – Birmingham, AL Jack Powell CJD – Escondido, CA Dallas DCJ – Dallas, TX Stateline CJD – Fort Mill, SC Baxter CJD - Omaha, NE Tom O’Brien - Greenwood, IN

Paul Allred Mike Opperman

Stateline CJD - Fort Mill, SC Baxter CJD - Omaha, NE

Newsle er/Website Social Media

Don Cushing

Bald Hill DCJ – Warwick, RI

Nada 2017 Planning

Casey Brown

Autona on CDJ - Katy, TX

Finance Commi ee

Susan McDaniel Rick Cutaia

Bill Luke CJD – Phoenix, AZ Rick Hendrick DCJR - Charleston, SC

Gerry Oaks Paul Allred Andy Reed Rick Monteiro Mick Padgeon

Baxter CJD – Omaha, NE Stateline CJD – Fort Mill, SC Allen Samuels DCJ – North Richland Hills, TX Jack Powell CJD – Escondido, CA Fred Beans Parts - Doylestown, PA

Rick Cutaia Susan McDaniel Marvin Windham

Rick Hendrick DCJR – Charleston, SC Bill Luke CJD – Phoenix, AZ Benchmark CJD – Birmingham, AL

Dan Hu on Paul Allred Steve Hofer Robert Chatwin

Tom O’Brien CJD – Greenwood, IN Stateline CJD – Fort Mill, SC Park CJ – Burnsville, MN Larry Miller Auto - Sandy, UT

Dealer Tire

Susan McDaniel Marvin Windham Joe McBeth Robert Chtwin Cody Eckhardt

Bill Luke CJD – Phoenix, AZ Benchmark CJD – Birmingham, AL Dallas DCJ – Dallas, TX Larry Miller Auto - Sandy, UT Larry Miller Auto - Sandy, UT

UPS

Glen Hojnacki

Milosch’s Palace CJD – Lake Orion, MI

AER Sales

Mike Mulkins

Go Chrysler Jeep West - Golden, CO

Katzkin

Mike Gerber

Rairdon CDJ - Kirkland, WA

Commi ees: Vendor Chairman

Vendor Commi ees CDK Global

Reynolds & Reynolds

Rick Hendrick DCJR – Charleston, SC

OEConnec on/Snap On

Mopar Masters Guild Magazine