Issuu

Leaders in the sale of quality Mopar Parts.

March - April 2019

Also In This Issue From the Desk of MMG President Susan McDaniel ................................ 2-3 MMG Members Attend FCA Service & Parts Manangers 20 Group in Scottsdale, AZ. ............................. 4-5 FCA to Invest $262M in Ontario Plant .................................... 6-7 Sweet Seats and Candy Canes: Inside FCAâ€™s Toledo Turnaround ............8-10 Katzkin Leather ..................................11 Supporting Vendors .....................12-13 CDK Global .........................................14 Elite Extra ...........................................15 OEConnection .....................................16 PSX - Parts Sales Xcellerator ....17-19 Autobody News ...................................20 UPS .................................................21-23 10 Missions Media .............................24 Reynolds & Reynolds .........................25 AER Manufacturing .....................26-27 Snap-On Business Solutions .............28 CDK Global .........................................29 OEConnection .....................................30

MMG Members Attend FCA Service & Parts Manangers 20 Group in Scottsdale, AZ.

Reynolds & Reynolds .........................31 The View from My Office...........32-33 Solving the Tech Shortage .........34-37 Randy Johnson: Wiper Blades: The Missed, Pissed & Kissed Equation ............................38-39 2019 MMG Officers/Committees ..40

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

Mopar Masters Guild

March - April 2019

From the Desk of MMG President Susan McDaniel You Can’t Google Wisdom In the recent years our world has evolved so quickly, and we have so much informa on at our finger ps. We are constantly moving, constantly on the go and always striving for more and, at mes, it is a struggle just to keep up let alone get ahead. It has been par cularly difficult for the baby boomers. We didn’t grow up learning to type on a keyboard before learning to write or browsing the internet for informa on instead of asking our elders for advice. We spent me in the library doing reless research and some of us were lucky enough to have a set of World Book Encyclopedias (a book or set of books giving informa on on many aspects of one subject and typically arranged alphabe cally). We asked a lot of ques ons and were given answers to make us THINK. Most of us had parents and grandparents who saw the world in very difficult mes and told us stories of their struggles and hardships. Many of them worked very hard for very li le but were very apprecia ve and thankful for all that they did have. Their values and integrity outshined the majority of the people in our current mes. Many young people today think that they should be able to start out with what their parents ended up with and be paid a handsome salary before EARNING it. It’s too bad they didn’t get to hear some of these heart wrenching stories. Our technology has progressed so quickly and become so advanced so fast that it has been difficult for some to keep up the pace. While some have simply given up others have put their best foot forward to learn all that they can to be er themselves and the way they do business. This coupled with genuine life experiences has carried us through and taken us to the next level. Today there are so many different genera ons in our work force: • The Silent Genera on (1928-1945) • Baby Boomers (1946-1964) • Genera on-X (1965-1980) • Millennials (1981-1996) • Post Millennials (1997- to present) Continued on Page 3

Mopar Masters Guild Magazine

Leaders in the Sale of Quality Mopar Parts

Continued from Page 2

Although there is something to be learned by everyone from everyone it has been very unfortunate to see some folks get le behind because they may not be able to keep up with the changing mes as quickly as the Millennials or X’s whose solu ons o en involve a YouTube video or a google search. While these are great tools and have helped educate many of us in certain situa ons WISDOM is without a doubt the most credible tool to place the ﬁnishing touch on any situa on. YOU CAN’T GOOGLE WISDOM “The only true wisdom is knowing you know nothing” - Socrates Your President,

Susan McDaniel Susan McDaniel - susan@billluke.com - 602.336.1557

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

March - April 2019

MMG Members Attend FCA Service & Parts Managers 20 Group in Scottsdale, AZ On March 25th and 26th our Mopar Masters 20 Group met at the iconic and meless Valley Ho in old town Sco sdale, AZ. The Valley Ho has been a staple in the Valley of The Sun since 1956. The Valley Ho was a true Hollywood hideaway in its heyday, host to Bing Crosby, Tony Cur s, Janet Leigh and Zsa Zsa Gabor, among others. It has changed hands over the years and was reopened in 2005. It remains one of the bestpreserved mid-century hotels in the country. Hotel Valley Ho is truly the place where your cool comes out to play. A big THANK YOU goes out to Mark Beaton and Jen Short for ﬁnding us accommoda ons here for our large group! This was not an easy task since it was Spring Break and Spring Training. The hotel staﬀ was more than accommoda ng and professional. All of our members from near and far really enjoyed the luscious Arizona spring weather and pa o dining. Everyone had a wonderful me and most importantly, we had an excellent two days of mee ngs!

As always, our group does not disappoint. We had some really great input from everyone in the room and welcomed some first- me a endees as well. Mark Beaton started us off with sta ng the “one word” that described last year. It was both interes ng and eye-opening to listen to what the group had to say. We all go through the same things but in different ways and with different perspec ves. Mark wrote all of the “words” on a flip chart and displayed them. The stories and struggles were all so real and I felt like a lot of angst was resolved. There are a lot of great minds in our group and when we are together we tend to re-group. We did this in lieu of our Best Idea Session and I think it was a keeper. Mark also had us print out and discuss our supply accounts (354 and 344A) and Service Contract accounts (571A and 551A). Again, this was a real eye-opener. Continued on Page 5

Mopar Masters Guild Magazine

Leaders in the Sale of Quality Mopar Parts

Continued from Page 4 We go through these accounts in my dealership every month but a er really diving into every li le piece we realized even more than before. The method to the madness. We also broke out into groups and deciphered the composite searching for POSITIVE points and asked the others ques ons to help align our own future progress. All of this is so important to the success of our group. We gather to help each other any way that we can. No one is in the room to cri cize or be cri cized. We had a wonderful dinner at the Tor lla Factory on Monday evening. Another ďŹ ne way to discuss and let the days work sink in in a very relaxed atmosphere. We had some guests from years past join us for dinner. It was great to see Mark Skinner and Tom Rice. They were both such an important part of our group for many years.

Iâ€™m looking forward to seeing everyone in Detroit this coming August. We will meet right a er the classic Woodward Dream Cruise on August 19th and 20th. Start making your plans now! Arrive early to witness history at the Cruise and the Museums. We are planning to have another powerful 20 Group mee ng and also hos ng our partners from Auburn Hills a erwards.

See You Soon! Your President, Susan McDaniel

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

March - April 2019

FCA to invest $262M in Ontario plant for ‘future product,’ Unifor says

TORONTO — Fiat Chrysler this year will invest $262 million at its Windsor, Ontario, assembly plant “for future product,” said Unifor President Jerry Dias, who, even a er a “produc ve mee ng” with company execu ves Wednesday, is “not op mis c” the factory’s third produc on shi can be saved. Dias, speaking with Automo ve News Canada following that mee ng, said the investment signals the automaker’s commitment to the minivan plant, even as the outlook for the factory’s soon-to-be cut third shi remains grim. “They just spent $2 billion [on the Windsor plant] a few years ago, so when you make that type of a major investment, you’re planning on being around for quite a while,” Dias said. “They understand the importance of maximizing capacity. They were open-minded, and that’s the most I can ask for just a er our ﬁrst mee ng since the announcement.” FCA Canada spokeswoman LouAnn Gosselin declined to comment, ci ng a policy against discussing internal mee ngs. The mee ng came about three weeks a er FCA said it would cut the third shi at the Windsor Assembly Plant by Sept. 30, elimina ng about 1,500 jobs. The move comes amid weakening North American sales for the Chrysler Paciﬁca and Dodge Grand Caravan minivans the factory produces. Continued on Page 7

Mopar Masters Guild Magazine

Leaders in the Sale of Quality Mopar Parts

Continued from Page 6 Dias said the investment does not signal the third shi will be saved and said he is “not op mis c” that FCA would reverse course. He described conversa ons with FCA as produc ve and said the union would con nue to discuss poten al solu ons, including a job-sharing program involving FCA and with the federal government. “Ul mately, we’ll see how this thing works, but Chrysler didn’t slam the door at all,” he said. “They understand the difficulty when you take off a third shi , how difficult it is to bring it back. There’s a lot of training. There’s a lot of moving parts, so the best thing you can do is be crea ve and keep people at work as long as you can.” Automo ve News Canada reported in March that FCA was expected to begin retooling its Windsor minivan plant in Canada over the summer so that an all-wheel powertrain could be added to the Pacifica. Unifor Local 444 President Dave Cassidy said the plant would shut down for an addi onal three weeks following a planned two-week shutdown slated for the weeks of July 8 and 15. Dias did not make it clear whether the purported $350 million investment is for that retooling project or an en rely new future product. Joe McCabe, CEO of U.S.-based AutoForecast Solu ons, told Automo ve News Canada in March that FCA plans to replace the Dodge Grand Caravan with another entry-level minivan bearing the resurrected Voyager nameplate. It would be produced in Windsor on the Pacifica pla orm.

Brampton mee ng next Dias said FCA’s Canadian footprint remains strong, though the union has another mee ng planned with FCA execu ves in the coming weeks to discuss its Brampton, Ontario, assembly plant. FCA in 2016 commi ed $325 million to retool its paint shop, but ques ons have persisted about its long-term product mandate. “They reinforced me and me and me again their incredible commitment to the Canadian opera ons,” Dias said of FCA execu ves at the Wednesday mee ng. The plant builds the Chrysler 300, Dodge Charger and Dodge Challenger. While the Charger and Challenger are proﬁtable for FCA, it was not expected that upcoming redesigns of the vehicles would move to the Giorgio pla orm underpinning much of the automaker’s product plans. That could limit which products the plant could receive, including high-margin and high-volume Jeep products. Dias said the FCA execu ves at the Wednesday mee ng included Mark Stewart, FCA’s COO for the North America region, and Glenn Shagena, FCA North America head of employee rela ons. FCA employs 6,104 workers at its Windsor plant and 3,564 workers in Brampton, according to the automaker’s website. Source: www.automo venews.com

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

March - April 2019

Sweet seats and candy canes: Inside FCA’s Toledo turnaround

TOLEDO, Ohio — Lots of workplaces have a hot seat. At the Jeep assembly plant here, there is a “sweet seat.” In the produc on line where Jeep Wrangler SUVs are made at the rate of about one a minute, a panel must be screwed into the bo om of the vehicle. It used to be back-breaking work for two union members to carry the panel and screw it on as the vehicle moved down the line. Occasionally, they would miss screws. Now two workers sit comfortably on adjacent chairs that follow the vehicle. Lasers point out where the screws go, reducing errors. What is remarkable about the so-called “sweet seat” at Fiat Chrysler Automobiles’ Toledo plant is that like many other innova ons here, it originated with UAW members on the factory ﬂoor. Produc on workers here create proposals to simplify tasks that are “too heavy or too hard,” said millwright Greg Harman, who is on a team of 10 UAW workers that implements those ideas. A handful of automakers have adopted aspects of a similar system, pioneered by Toyota Motor Corp. Continued on Page 9

Mopar Masters Guild Magazine

Leaders in the Sale of Quality Mopar Parts

Continued from Page 8 The uncommon level of union collabora on with Fiat Chrysler management in Toledo offers a road map for union nego a ons this summer with FCA, General Motors and Ford Motor Co. According to officials at the automakers, their key focus in this year’s contract talks will be on produc vity and profitability in the face of an an cipated downturn in vehicle sales and nonunionized compe on from the likes of Toyota, Nissan Motor Co. and Volkswagen Group. That clashes with union demands to maintain health care benefits and boost job security and comes on the heels of GM’s warning that it could shu er a car factory in Lordstown, Ohio, along with three other UAW-represented plants. GM’S move drew harsh cri cism from President Donald Trump and prompted the UAW’s new president to bulk up the strike fund — serving no ce the union is not afraid of a fight over jobs. At a me when na onal UAW membership fell 8 percent in 2018 a er rising for nine consecu ve years, and has failed this century to organize a single U.S. assembly plant owned by a European or Asian automaker, FCA’s Toledo plant has more than tripled its work force to 5,700 workers since 2009. The biggest reason: Americans’ love with the Wrangler and other high-margin u li es. The Wrangler became so hot that FCA started running the plant virtually round the clock. So UAW Local 12, which represents workers at the Toledo plant, pushed for a flexible system under which workers could choose to work between four and seven days per week — a first for any FCA plant. Temporary workers fill in the gaps, and Local 12 sought more protec ons for those workers, including providing a clear path to full- me employment status. “Our members went way, way, way beyond the call of duty to provide what the company’s needs were,” said Mark Epley, the plant’s union chairman. “It’s a compe ve market out there and we know that any plant can be taken away at any me.” Thanks largely to its success at FCA, UAW Local 12 has hit a 40-year high in membership through organizing workers at many other companies in the area, including a Dana Inc. plant where workers make Wrangler axles.

Santa on the assembly line Success at Toledo took years to build. A decade ago, when the former Chrysler Corp was going through its government-funded bankruptcy, Toledo had a reputa on as the automaker’s worst-run plant. As Italian automaker Fiat took control of the Chrysler, then-CEO Sergio Marchionne turned to Fiat execu ve Mauro Pino with a challenge: which legacy U.S. Chrysler plant should they use as a proving ground for what Fiat called “World Class Manufacturing,” a version of Toyota’s lean produc on strategy but adapted to the Italian automaker’s culture? Pino chose Toledo with the idea of turning the worst-performing plant into the best. He had two years to prove he could turn the plant around, he told Reuters in an interview outside Cleveland, where he now runs an Eaton Corp. aircra parts plant. Pino found a work force of around 1,700 people, demoralized by Chrysler’s bankruptcy. The plant produced just over 140,000 vehicles in 2009. Continued on Page 10

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

March - April 2019

Continued from Page 9 He began working to win the workers’ trust. He dressed as Santa Claus before Christmas 2010 and handed out candy canes to workers on the line, gree ng each by name, workers at the plant recall. Pino also pushed for more produc vity but did so by asking workers how they would redesign their own cumbersome jobs. “Usually you need to convince people to change, but when they saw what we were doing they started coming to us,” he said. “The new system gave everyone a voice,” said Cheryl Reash, a 36-year worker at the plant. Tracy Seymour, also at the plant nearly 36 years, said the team of 10 millwrights — a team started by Pino — came up with a system for parts kits that eliminated the need for vast amounts of inventory on the line. That made it possible for workers to build 10 diﬀerent engine types without having to bend over, li heavy objects or walk oﬀ the line in search of parts. “It wouldn’t run without their equipment,” Seymour said. “It would be impossible.”

Running hot Over me, workers and managers at Toledo worked to unplug bo lenecks up and down the assembly line. “Why we succeed and exceed is that union and management came together,” Seymour said. Soaring customer demand for sport u lity vehicles also helped the Toledo plant. As workers cranked out around 500,000 Wrangler and Jeep Cherokee SUVs annually from 2014 to 2016, the plant’s two produc on lines began running at well over 100 percent capacity, according to data from AutoForecast Solu ons. This level of capacity u liza on is rare in the industry. S ll, FCA could not keep up with demand in both the United States and in the 105 countries where the Toledomade Wrangler is sold. To ease the crunch, the company proposed moving the Cherokee to another factory so Toledo could make more Wranglers. In return, Local 12 was promised another new product. Baumhower said the local accepted the move based on that promise. The plant is now ramping up produc on of the Gladiator pickup, which shares many parts with the Wrangler and is ge ng glowing reviews in the automo ve media. But while FCA’s Toledo success shows what can happen when a Detroit automaker and its union work together, it also shows how a strong local can also punch back. In February 2018, for instance, Local 12 publicly protested an FCA plan to replace 88 UAW-represented truck drivers with contractors, forcing the company to back down. “We’re good at ge ng along if you want to get along,” said Bruce Baumhower, who has been president of Local 12 for 26 years. “And we can ﬁght all day if you want to pick a ﬁght.” Source: www.automo venews.com

Mopar Masters Guild Magazine

Leaders in the Sale of Quality Mopar Parts

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

Our Supporting Vendors: Support those who support you.

March - April 2019

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 2019

AIMS TO PASS YOUR

20-POINT INSPECTION. BECAUSE WE’RE

DEALER PEOPLE.

Keith L., Account Sales Executive

How can we best be of service to your Service department? At CDK Global, that’s a question we ask every day. It’s also the question that drives all of our *M\IH 3TW 7SPYXMSRW &IGEYWI E FYWXPMRK IƾGMIRX 7IVZMGI HITEVXQIRX XVERWPEXIW to a thriving dealership. And that’s music to our ears.

LEARN MORE AT

Mopar Masters Guild Magazine

cdkglobal.com/fixedops

Leaders in the Sale of Quality Mopar Parts

Advanced Dispatch Software. POWERING THE FUTURE. Elite EXTRA is a robust advanced routing, tracking and dispatching solution that was built by leaders in software/GIS logistics technology. EXTRA drives ROI by streamlining the dispatch and delivery management process by making it easy to create manifests, optimally sequenced routes, dispatch drivers, track in real-time with GPS, and capture signatures at the point of delivery, all while maintaining operational control. EXTRA also provides you and your customers with real-time ETAs, a digital proof of delivery, and a robust

BENEFITS Create and manage optimal routes from your desktop. Dispatch stops to a smart phone or tablet. Know where your employees and deliveries are at ALL times. Show your customer when to expect you. Capture signatures electronically.

suite of reporting and business intelligence.

www.EliteEXTRA.com

$ ÁH[LEOH DQG DIIRUGDEOH VROXWLRQ to help \RXU EXVLQHVV SURÀW

Check out our new video: “We are Elite EXTRA!”

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

March - April 2019

ARE YOU GUILTY OF CONVINCING YOURSELF OF

THESE 5 LIES ABOUT SELLING PARTS ONLINE? 1 2 3 4 5

I don’t need to sell parts online to shops. EHH... yeah you do. 8 out of every 10 people compare prices online. And in case you’ve been living under a rock, shops are buying aftermarket parts online daily (and have been for years).

Shops like to call dealers (and prefer it). Not really. Do you like calling and hearing “Parts, hold please?” We didn’t think so.

Shops are driven by price. Not exactly. While price is a huge purchase influencer, it isn’t always the deciding factor. Shops go for QUALITY first ... followed by price.

I can’t compete with Aftermarket prices. Talk about not believing in yourself. Yes you can! In fact, if you sell parts in RepairLink, we have 9 OEMs that have parts marketing programs that help dealers with that exact issue.

I don’t have time to sell online We are all strapped for time - no doubt about that. But there are actually solutions out there to save you time. Like RepairLink -which is basically a digital employee selling your parts 24/7, doesn’t get sick, and works for less than $1/hour.

If you’re ready to face reality, visit: go.oeconnection.com/rl5lies

Mopar Masters Guild Magazine

Leaders in the Sale of Quality Mopar Parts

ACHIEVE BEST-IN-CLASS SERVICE PROCESSES VIA

CUSTOMIZABLE AUTOMOTIVE SOFTWARE SOLUTIONS For over 20 years, SCI has worked with leading OEMs and dealer groups, bringing efficiency, optimization, and improved performance to their parts, service and collision repair operations. Headquartered in Dallas, Texas, we specialize in technology-driven solutions that deliver accurate and actionable reporting that drives results in parts wholesaling. SCI counts among its clients some of the leading companies in the automotive industry, both wholesale and retail, including FCA, GM, Ford, Mercedes-Benz, Subaru, Toyota, Porsche, and AutoNation. Based on the companyâ€™s experience and expertise in fixed operations, SCI created Parts Sales Xcellerator (PSX) to address a specific, but significant issue for dealers â€“ how to better track their wholesale parts sales business. Now in use for over seven years, PSX tracks billions of dollars of annual wholesale parts sales at over 1,000 dealerships across the US.

WHOLESALE PARTS CRM SOLUTION

LEARN MORE ABOUT PSX >

303-683-6105 ext.1 | sales@sciusa.com | sciusa.com

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

March - April 2019

Mopar Masters Guild Magazine

Leaders in the Sale of Quality Mopar Parts

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

March - April 2019

Growing

your business just got easier

with

Dozens of Customized Display Ad Templates

Regional Web Banners

Promote your wholesale parts business in the leading regional news publication read by body shops across the country.

P.O. Box 1516 Carlsbad, CA 92018

Barbara Davies bdavies@autobodynews.com

Mopar Masters Guild Magazine

(800) 699-8251 autobodynews.com

Leaders in the Sale of Quality Mopar Parts

UPS Dealer Services Drive Better Performance Receive exclusive MarketCenter dealer discounted pricing on: •

Small package/parcels shipped via domestic ground/air and international services - Savings up to 20% for ground shipping - Savings up to 70% for air shipments

Reduce returns costs •

Ensure compliance by controlling speed and cost of inbound shipments.

•

UPS Returns® services provide you and your customers full visibility and tracking for return shipments.

Improve operational efficiency Quantum View® technology allows you to track your inbound and outbound UPS shipments, customize reports and keep your customers informed of shipment status or potential delays.

Simplify processing and billing UPS Billing Center allows you to receive and view your invoices faster, pay online and create reports to track shipping costs.

Streamline online sales Turnkey solutions offered by UPS Ready® Marketplace Providers allow you to strengthen just about every aspect of your online offering — from website development to order management tools to streamline your orders from all sales channels.

To enroll, visit www.DealerCONNECT.com or visit the FCA US Market Center site located within Dealer Connect. To learn more about UPS’s Market Center Shipping Advantages: Contact the UPS support line at 1-800-567-9989.

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

March - April 2019

This is the fourth in an installment based on Routes to the Future.

www.ups.com/future

To Your Doorstep, Faster than the Speed of Sound By Bala Ganesh, Senior Director of Marketing at UPS

Autonomous vehicles dominate the headlines, but they’re just one of the many futuristic technologies that could be used to make deliveries in coming decades. Indeed, the logistics landscape of the future may barely resemble what we see today.

Image courtesy of NEXT Future Transportation

Mopar Masters Guild Magazine

Here’s a look – fanciful we admit – at some of the cutting-edge technologies we could use one day to move goods faster, safer – and greener.

Leaders in the Sale of Quality Mopar Parts

Hyperloop

Electromagnetic Railgun

This vacuum-tube transportation network that sounds like something out of a science-ﬁction movie, would move people and packages through low-pressure steel tubes in a capsule riding on a cushion of air. As envisioned by entrepreneur Elon Musk – and the numerous companies intent on implementing a version of his blueprint – the tubes would run at least partially on solar power.

Unveiled by the U.S. Navy in February, this could also transform the logistics industry. The tool uses electromagnetic energy to fire projectiles up to 4,500 miles per hour and can reach targets more than 100 miles away. The projectile is launched up to Mach 6 – more than six times the speed of sound. The Electromagnetic (EM) Railgun was designed as a weapon of war, but just imagine its potential reach as a delivery device. Instead of UPS flying a jet in the dead of night between Chattanooga and Atlanta, for example, we could shoot a series of bundled packages – equipped with parachutes – and land them in a UPS-owned field.

The Hyperloop could move people from Los Angeles to San Francisco in roughly half an hour. As remarkable as that is, we also should consider the potential of the Hyperloop to revolutionize the delivery of goods. Truth is, packages could travel even faster than people between any two cities. With a cargo-based network, you don’t have to worry as much about acceleration. Packages could move at higher speeds, along winding routes bringing cities closer together. Goods could travel from Jacksonville, Fla. to Los Angeles in just a few hours – connecting two of the nation’s busiest ports, on opposite coasts. With test tracks being constructed, it looks more like when, not if, the Hyperloop is going to be up and running.

By 2050, two-thirds of all people will live in a city. Roads will get even more congested, and the demand for goods in megacities will further test already strained transportation networks. Cities like New York, New Delhi, Shanghai and London could become impassable in 30 years, forcing logisticians to rethink how they transport goods to the ﬁnal stop.

Unmanned Aerial Vehicles At UPS, we’ve been testing drones (link to press release and assets) for their ability to deliver to hard-to-reach places. During the day, delivery workers – or even robots – would whisk these packages to their recipients using an array of small, green friendly vehicles. Think electric mopeds, golf carts, Segways and other lightweight vehicles, such as UPS’s three-wheeled Cargo Cruiser, a pedal-assisted electric bike. For now, our well-known brown package car driver isn’t going anywhere. But with the aid of such technologies – and some that are yet to be thought of - people will be able to get what they want whenever they want it – and this ever-shrinking world would become more sustainable.

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

March - April 2019

FO C US O N Q UALI T Y AN D A L L E L S E W I L L FO L LOW - I T ’S B EST TO D O E V E RY T H I N G W E E L EC T TO D O RE A L LY, RE A L LY W E L L - H A ST E M A K ES WA ST E, BU T T I M E LINES S IS V I TAL - C OMPL AC E N CY I S E V I L - O U R C USTOME RS A RE K I N G - C O - WORK ERS A RE T H E B EST C OM R A D ES - V E N DORS H E L P M A K E US SUC C ES S FU L - T H E ON LY AT T I T U D E I S A “ C A N D O ” AT T I T U D E - T H E D E V I L I S I N T H E D E TA I L S - G RE AT J U S T I S N ’ T G O O D E N O U G H - F O C U S O N Q UA L I T Y A N D A L L E L SE W I LL FO LLOW - I T ’S BEST TO DO E V ERY T H I N G W E E L EC T TO DO RE A L LY, RE A L LY W E L L - H A ST E M A K ES WA ST E, B U T T I M E L I N ES S IS V I TA L - C OMPL AC E N CY IS E V I L - O U R C U S TO M E RS A RE K I N G - C O - WO RK E RS A RE T H E B E S T C O M R A D E S - V E N D O RS H E L P M A K E U S S U C C E S S F U L - T H E O N LY AT T I T U D E I S A “ C A N D O ” AT T I T UD E - T H E

NAT JUST # 1 IS N ’ T G O OD E N O UG H - FO CUS O N QUA L I T Y A N D A L L E L S E W I L L FOL LOW - I T ’S B EST TO DO E V E RY T H I N G W E E LEC T TO D E V I L IS I NM T H EI DS E TAS I L SI O - GRE DO RE ALLY, RE ALLY W ELL - H A ST E M A KES WA ST E, B U T T I M E L I N E S S I S V I TA L - C O M P L AC E N CY I S E V I L - O U R C U S TO M E RS A RE K I N G - C O - WO RK E RS A RE T H E B ES T C O M R A D ES - V E N D O RS H E L P M A K E US S U C C E S S F U L - T H E O N LY AT T I T U D E I S A “ C A N D O ” AT T I T U D E - T H E D E V I L I S I N T H E D E TA I L S - G RE AT JUST ISN’T

FOCUS ON QUALITY and ALL ELSE WILL FOLLOW.

G OO D EN O U G H - FO CU S O N Q UA L I T Y A N D A L L E L S E W I L L F O L LOW - I T ’ S B E S T TO D O E V E RY T H I N G W E E L EC T TO D O RE A L LY, RE A L LY W ELL - H A S T E M A K ES WA ST E, B U T T I M E L I N E S S I S V I TA L - C O M P L AC E N CY I S E V I L - O U R C U S TO M E RS A RE K I N G - C O - WO RK E RS A RE T H E B E S T C O M R A D E S - V E N D O RS H E L P M A K E US S U C C ES S F U L - T H E O N LY AT T I T U D E I S A “ C A N D O ” AT T I T U D E - T H E D E V I L I S I N T H E D E TA I L S - G RE AT J US T I S N ’ T G O O D E N O U G H - F O C US O N Q UA LI T Y A N D AL L EL SE W I LL FO LLOW - I T ’ S B E S T TO D O E V E RY T H I N G W E E L EC T TO D O RE A L LY, RE ALLY W ELL - H A ST E M A KES WA ST E, B U T T I M E L I N E S S I S V I TA L - C OMPL AC EN CY I S E V I L - O U R C USTOME RS A RE K I N G - C O - WORK E RS A RE T H E B EST C OM R A D ES - V E N DORS H E L P M A K E US S UC CES SF U L - T H E ON LY AT T I T U D E I S A “ C A N D O ” AT T I T U D E - T H E D E V I L I S I N T H E D E TA I L S - G RE AT J U S T I S N ’ T G O O D E N O U G H - F O C U S O N Q UALI T Y AND ALL EL SE W ILL FOLLOW - I T ’S BEST TO DO E V ERY T HI N G W E EL EC T TO DO RE A L LY, RE A L LY W E L L - H A ST E M A K ES WA ST E, B U T T I M E L I N ES S IS V I TA L - C O MPL AC E N CY IS E V I L - OUR C USTOM E RS A RE K I N G - C O - WO RK E RS A RE T H E B ES T C O M R A D ES - V E N D O RS H E L P M A K E US S U C C ES S F U L - T H E O N LY AT T I T U D E I S A “ C A N D O ” AT T I T U D E - T H E D E V I L I S I N T H E D E TA I L S - GRE AT J UST I S N ’ T G O OD E N O UG H - FO CUS ON QUALI T Y AND ALL EL SE W I L L FO L LOW - I T ’S BEST TO DO E V ERY T HIN G W E ELEC T TO DO RE ALLY, RE ALLY W ELL - H A ST E M A KES WA ST E, B U T T I M E L I N E S S I S V I TA L - C O M P L AC E N CY I S E V I L - O U R C U S TO M E RS A RE K I N G - C O - WO RK E RS A RE T H E B E S T C O M R A D E S - V ENDO RS H E L P M A K E US S U C C ES S FUL - T H E ON LY AT T I T UD E I S A “C A N DO” AT T I T UD E - T H E D E V I L I S I N T H E D E TA I L S - GRE AT JUST I SN ’T GO OD E N O U G H - FO CU S O N Q UALI T Y A N D A L L E L S E W I L L F O L LOW - I T ’ S B E S T TO D O E V E RY T H I N G W E E L EC T TO D O RE A L LY, RE ALLY W ELL - H A ST E M AKES WA ST E, BU T T IM E LI NES S I S V I TAL - C O MPL AC E N CY I S E V I L - O UR CUSTO ME RS A RE K I N G - C O - WO RK ERS A RE T H E B EST C OM R A D ES - V E N DORS H E L P M A K E US S U C C ES SFU L - T H E O N LY AT T I T U D E I S A “ C A N D O ” AT T I T U D E - T H E D E V I L I S I N T H E D E TA I L S - G RE AT J U S T I S N ’ T G O O D E N O U G H F O C US O N Q UA L I T Y A N D A L L E L S E W ILL FOLLOW - I T ’S BEST TO DO E V ERY T HING W E ELECT TO DO RE ALLY, RE ALLY W ELL - H A ST E M A KES WA ST E, BU T T IMELINES S IS V I TAL C OMPL AC EN CY I S E V I L - OU R C USTOME RS A RE K I N G - C O - WO RK ERS A RE T H E B EST C OM R A D ES - V E N DO RS H E L P M A K E US S UC C ES S FUL - T HE ONLY AT T I T UD E I S A “C A N DO” AT T I T UD E - T H E D E V I L IS I N T H E D E TA I L S - GRE AT JUST IS N ’ T G O OD E N OUG H - FO C US O N QUA L I T Y A N D A L L E L SE W I L L FO L LOW - I T ’S B EST TO DO E V E RY T H I N G W E E L EC T TO D O RE ALLY, RE ALLY W ELL - H A ST E M A KES WA ST E, B U T T I M E L I N E S S I S V I TA L - C OM-

WE ARE 10 MISSIONS MEDIA.

PL AC EN CY I S E V I L - OU R C USTOME RS A RE K I N G - C O - WO RK E RS A RE T H E B EST C O M R A D E S - V E N D O RS H E L P M A K E U S S U C C E S S F U L - T H E O N LY AT T I T U D E I S A “ C A N D O ” AT T I T U D E - T H E D E V I L I S I N T HE D E TAI L S - G RE AT J U S T I S N ’ T G O O D E N O U G H - F O C U S O N Q UALITY

AN D

ALL

FENDERBENDER.COM/GROWPARTS

RATCHETANDWRENCH.COM/GROWPARTS

FIXEDOPSBUSINESS.COM

Reach local collision repair shop operators.

Reach local auto care shop operators.

Gain business insight for your dealership.

Mopar Masters Guild Magazine

Leaders in the Sale of Quality Mopar Parts

E XPERIENCE ADVANCED SERVICE

Part of Reynolds Retail Management System... Transforming the way consumers experience your dealership.

Weâ€™ve more than doubled our hours in the shop. Randall Wood | Fixed Operations Director Bryan Honda | Fayetteville, NC

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

March - April 2019

MOPAR O G CO COMPLETE 6 6.7L C CUMMINS S REMAN ENGINES. G S ® RUNNING With the running complete remanufactured engines from Mopar®, yyou ou have the ability to get ssss downtime do d owntime than o n ever ever before. your customers’ vehicles back on the road quicker with less unning complete reman an an Reborn from Mopar O.E. Cummins diesel engines, thesee rrunning n put put their eir ei irr trust trrust in. engines are proven power plants your customers can

2 YEAR 100,000 MILE

The Mopar® Reman Advantage

NATIONWIDE LIMITED WARRANTY

` O.E. remanufactured engines (not aftermarket remans!)

Fu uel and oil oil ﬁlters ﬁltters er included er inclu uded ` Fuel

` Fully reconditioned and inspected castings, crank and rods

R cooler cooler included ` EGR valve and EGR

` Only O.E. factory replacement parts used, including pistons, bearings, rings, gaskets and seals

Fu ullly dyno ull dyno no n o tested tteesteed aand nd in iinspected ins n pected ` Fully

` Exhaust manifold and turbocharger included

` No-hassle core return policy

` Fuel lines, fuel pump, wiring harness and fuel injectors included

` No skid charge

In Inven nven ventory ready ve ready ` Inventory

For drop-ship delivery, contact con ntac ct your you our o u urr AER AE ER Sales Sale a es Representative Represe essentaattiv ive o orr ca c call all 800-3 800-348-3673. 0-3 34848 36 3 3. 367 3. 8 80% 0% of tth the he c he country oun o un ntryy ge gets ets ts same-day sam ame-d day delivery* delive iveery** *within a 50-mile radius of facingg warehouse o ou ous

Crate-ready to go: Eight Running Complete Applications Engine

Model Year

Application

Part Number

6.7L Cummins Running Complete - ETJ

2007.5

3500 Pickup, 2500 Pickup w/Auto Trans

R8310893AA

6.7L Cummins Running Complete - ETJ

2008-2009

3500 Pickup, 2500 Pickup w/Auto Trans

R8310896AA

6.7L Cummins Running Complete - ETJ

2010

3500 Pickup, 2500 Pickup w/Auto or Manual Trans

R8310897AA

6.7L Cummins Running Complete - ETJ

2011-2012

3500 Pickup, 2500 Pickup w/Auto or Manual Trans

R8310898AA

6.7L Cummins Running Complete - ETJ

2009-2010

Cab & Chassis w/Auto Trans

R8310894AA

6.7L Cummins Running Complete - ETJ

2011-2012

Cab & Chassis w/Auto or Manual Trans

R8310895AA

6.7L Cummins Running Complete - ETK

2013-2018

Cab & Chassis w/Auto or Manual Trans

R8071551AA

6.7L Cummins Running Complete - ETK

2013-2018

3500 Pickup, 2500 Pickup w/Auto or Manual Trans

R8071553AA

TASCA CHRYSLER DODGE JEEP RAM 9 POST ROAD WESTERLY, RI 02891

401-596-2077 / 401-596-4634 www.tascacdj.com

MoparRepairConnection.com

©2018 FCA US LLC. All Rights Reserved. Chrysler, Dodge, Jeep, Ram, Mopar and SRT are registered trademarks of FCA US LLC. FIAT is a registered trademark of FCA Group Marketing S.p.A., used under license by FCA US LLC. Magneti Marelli is a registered trademark of Magneti Marelli S.p.A.

54_WPG_CumminsRemanEngine6_7_R4_v1r1.indd 1

Mopar Masters Guild Magazine

MW030700FLY06

-1

6/18/18 4:14 PM

Leaders in the Sale of Quality Mopar Parts

Chrysler Dealer Principal 2019 PROMOTIONAL AGREEMENT AER / FJE Promotional Programs: AER / FJE, Chryslerâ€™s powertrain sales and distribution partner, offers promotions that are designed to provide your service and parts departments with the ability to earn awards that can be used to stimulate and support additional sales of Mopar remanufactured powertrain. These promotional awards could also be used as incentives for your service and parts staff to increase powertrain sales. Our goal is to assist you with growing your powertrain business! I understand that my service and parts department may participate in all AER / FJE Promotions and Incentives that may include but are not limited to: Purchase discounts, Incentives (i.e. gift cards, trips) Promotional aids and marketing material (NO ENROLLMENT FEES) All awards / incentives over $600.00 are subject to 1099 I understand this agreement can be cancelled by either party at any time by giving notice in writing. The designated individual(s) to receive Incentives are: Dealership Discount Only Parts Manager Service Manager_

Other

Dealer Code_ Dealership Firm Name City, State_ Individual on Chryslerâ€™s Agreement/paragraph 2(Management) or 3 (Ownership) or individual authorized to sign: Print

Signature

Date FAX OR EMAIL THIS COMPLETED FORM TO Attention: Maya Terrones at Mayaterrones@aermfg.com or FAX: 469-208-4795

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

March - April 2019

Never let your business get caught in the dark. Weâ€™ve got you covered. Eliminate the risk losing parts sales if the internet goes down. Choose EPC 5 for FCA as your backup parts catalog of choice.

Click here to sign up for your trial of EPC 5 for FCA Today!

Mopar Masters Guild Magazine

Leaders in the Sale of Quality Mopar Parts

Helping you boost the efficiency OF YOUR SERVICE DEPARTMENT?

THAT’S OUR DEPARTMENT. BECAUSE WE’RE

DEALER PEOPLE.

Zoe W., Product Marketer

At CDK Global, our goal is to help you deliver the best possible customer service. And we aim to deliver the best possible customer service in the process. Because happy service customers start with happy Service departments.

LEARN MORE ABOUT OUR FIXED OPS PRODUCTS AT

cdkglobal.com/fixedops

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

March - April 2019

Are you getting ALL the OE parts you need with other parts ordering systems?

With CollisionLink, what you see is what you get. • 27 part programs for 21 automakers • Unfiltered access to the entire parts estimate • We work to help you compete against the competition, not each other • The only OE-centric parts procurement system with the entire FCA conquest program part list

Visit: OEConnection.com/mmg

Mopar Masters Guild Magazine

Leaders in the Sale of Quality Mopar Parts

E X PER IENCE SIMPL IF IED PAY MEN TS

Part of Reynolds Retail Management System... Transforming the way consumers experience your dealership.

We’re closing an extra 100 ROs per month with ReyPAY.® Katie Carter | Service Manager Andrews Cadillac | Brentwood, TN

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

March - April 2019

The View From My Oﬃce

With Kat Monteiro

It’s a beau ful day in the neighborhood Spring is in the air and even though everyone’s eyes are red, itchy, and watery from the overabundance of blooming flowers and pollen floa ng around in the air, everyone seems to have an extra bounce in their step, kind words and smiles. The talk of the town is the California Super Bloom! I’m sure you all have heard about it on the news. And I’m here to tell you that it is as spectacular as they say on TV or in the pictures. Now, as a driver who gets caught up in the traffic that is stopped along the side of the freeway for miles, and all the conges on it has created it is some mes hard to see the beauty of it all. But what is really cool is that so many people have made the effort to go out and see the flowers. So many people! Instead of si ng at home in front of the TV people are taking their friends and families out to get their pictures with the flowers. And the desert is also having a Super Bloom that is drawing the crowds. I just think it is great that people are out and about enjoying the beauty Mother Nature has given us. We had more rain this season than we have had in 30 years and the spring me beauty is reflec ng the happiness of a well-deserved drink! So, I must say that the View from My Office was pre y spectacular! On this very special day Rick and I got to go for a ride in the Goodyear Blimp! Yep! You read that right! I never knew that riding in the Goodyear Blimp was a big bucket list adventure for Rick. Growing up close to Carson where the blimp is tethered, he had always wanted to ride in it. And there is nothing more iconic then the Goodyear Blimp! And you can’t just go up in it, you have to be invited. So it truly was a very lucky day for us. And it did not disappoint, it was amazing. Let me start off by saying it is much bigger in person when you are standing next to it! It holds 10 people and 2 pilots. When they are filming spor ng events, they take out some of the seats for the filming equipment. Continued on Page 33

Mopar Masters Guild Magazine

Leaders in the Sale of Quality Mopar Parts

Continued from Page 32 This is the same blimp they use for all events. With a top speed of 50 miles per hour if the wind condi ons are perfect, they usually travel around 20-30 miles per hour, it takes 6 days to travel back to Cleveland Ohio, with 3 stops along the way. The co-pilot was telling us they are more likely to get shot at while flying over Texas and Arizona! Even though where they are docked, they are close to where a lot of LA gang ac vity happens, the gang that is closest to the airfield actually have ta oos of the blimp and think of themselves as its protectors. When the blimp is shot - yes it has happened - it does not fall out of the sky like you would think. It is filled with helium and has very low pressure, so it is like a car re when you have a slow leak, it could be days before they realize they have a hole! When you are up in the air it is so quiet. The blimp has 2 propeller engines and a movable tail and rudder system, the pilots must an cipate what is coming as they pilot the blimp, correc ons made are not immediate but slow and can easily be overcorrected. The best part of being up in the blimp? The view! At a low cruising al tude, the view is spectacular! So now when I look up and see the blimp cruising around, I can say - yep - I’ve been up there! And that is so awesome! Just another great perk of being a Mopar Master and having connec ons with vendors and par cipa ng in their programs. I want to give a big shout out to Tire Hub who is our distributor for Goodyear Tires for making this happen for us, it was truly a day that will be remembered. And thank you for the delicious taco cart that you had set up at the airfield, so yummy! Your hospitality really made for a great day! Great memories were made. I hope you all can mark off one of your bucket list adventures this year!

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

March - April 2019

Solving the Tech Shortage: CREF Brings Together Collision Repair Students & Prospective Employers

CREF encourages body shops to sponsor work uniforms for students. CARSTAR Omaha/Lincoln donated new Cintas tech shirts to automotive collision students at Metropolitan Community College in Omaha, NE. Just over a decade ago, there were approximately 1,400 high school and college collision repair programs in the United States, according to Brandon Eckenrode, director of development for the Collision Repair Educa on Founda on (CREF). The latest sta s cs show that number has dropped drama cally to roughly 1,000. Eckenrode frequently receives calls from concerned technical instructors who tell him that if enrollment doesn’t increase, their school programs will most likely be shut down and students won’t have access to the training necessary to work in the collision repair industry. As a result, CREF is taking steps to support these programs and ensure there will be enough students to help ﬁll the overwhelming number of jobs currently available. Continued on Page 35

Mopar Masters Guild Magazine

Leaders in the Sale of Quality Mopar Parts

Continued from Page 34

CREF donated $1000 to the collision repair program at Tennessee College of Applied Technology in Shelbyville, TN, which was used to purchase equipment. “There are more opportuni es than people available to fill these posi ons,” said Eckenrode. “We’ve heard from some of the school instructors that without our help and the different dona ons we support, their programs would be closed.” In some schools, instructors reportedly are only allocated $50 per student for the en re year. “It’s difficult for instructors to graduate a highly trained, entry-level staff member when they are facing limited budgets,” said Eckenrode who has worked with CREF since 2009. CREF’s roots date back to 1991 when the collision industry was also facing a cri cal shortage of qualified and well-trained entry-level employees and was ini ally focused on distribu ng I-CAR curricula to high school and college students. It was designed to teach the body shop skills required of entry-level employees. In 2008, CREF became a tradi onal, 501c3 philanthropic organiza on, working with industry partners to support high school and college collision repair school programs, students and instructors across the country. The first year, the organiza on raised $300,000. Since then, that number has grown to $100 million. More than 85 percent of what has been raised comes in the form of in-kind dona ons, including tools, equipment, supplies, paint, es ma ng so ware and safety glasses. Eckenrode said schools desperately need these items, especially when faced with increasingly limited and shrinking budgets. Each year interested schools complete a CREF survey to be eligible for monetary and in-kind dona ons. The survey asks details about their budget, enrollment and placement informa on so the organiza on can learn more about their situa on and determine their needs. Continued on Page 36

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

March - April 2019

Continued from Page 35 CREF then reaches out to a wide range of poten al donors to fulfill the requests. Both tradi onal collision repair vendors and non-tradi onal businesses, such as flooring companies, have shown their support over the years. Ninety cents of every dollar raised by CREF goes directly to the schools, students and instructors. CREF has been recognized by Charity Navigator as a four-star (out of four stars) charity due to its lean opera onal expenses and ensuring that as much as possible goes back to the schools. Not only have these dona ons made a significant impact on exis ng school programs, but Eckenrode said they have also helped a ract new students to the industry and put processes in place to employ the students a er gradua on. One of the main ways Eckenrode said that CREF is making a difference is through its career fairs. Over the last few years, CREF began facilita ng and organizing these events in major markets across the country to bring students and the industry together. Typically held in schools, neighboring high school and college students are invited to learn about the various career opportuni es open to them. Ini ally, about 200--300 students a ended each event. Over me, this number has grown to include about 400-plus students. In addi on to collision repair students, par cipants also include those interested in auto service and automo ve heavy-duty diesel, which Eckenrode said has been successful in giving hiring companies a larger pool of poten al employees to choose from. Those students who register for the career fairs at least 30 days prior to an event receive new Cintas technician shirts to wear. Eckenrode es mates they have distributed more than 75,000 of these shirts over the years. The uniforms have made a posi ve impact on the program, according to Eckenrode, because the students look like industry professionals and are treated with a new level of respect by their peers and school staff. “What we have heard from a lot of the instructors is those students a ending these events were great mo vators to make sure they stayed within the program,” said Eckenrode. “Instead of an instructor standing in front of class and saying there is an industry ready for you and wan ng to employ you, students have the opportunity to meet these businesses first-hand and learn about the opportuni es available.” Eckenrode said the goal is to con nue increasing the number of career fairs held each year and track how effec ve they are. “Because these career fairs are open to not only seniors, but also students just star ng out their technical careers, it’s not always easy to track the successes because students might a end the events, but not be immediately looking for work,” said Eckenrode. “However, by a ending the events, they see what is wai ng for them and stay within the programs and are able to network with the par cipa ng companies.” A recent example came as a result of an event held in Tampa earlier this year. The Ferman Auto Group, one of the largest dealership groups in the U.S, hired eight students following one of CREF’s events. Eckenrode said the CREF team and supporters are con nually working to enhance the career fairs. They recently started capturing students’ resumes and contact informa on electronically so companies that par cipate have access to the informa on and can follow up about job opportuni es. Another recent addi on is the interview sessions CREF has put into place during some of the career fairs. In some cases, students have the opportunity to par cipate in a mock interview session while other mes, oneon-one interviews are arranged with hiring companies. To help increase the number of events per year, CREF is working closely with I-CAR commi ees to create their own local career events. The goal is to have one in every major market. The next Solving the Tech Shortage column will feature informa on about I-CAR ini a ves, including the local career fairs planned by I-CAR commi ees. Part of the expansion plans also includes holding career fairs in different venues, such as the Denver Auto Show, which was held in March. Continued on Page 37

Mopar Masters Guild Magazine

Leaders in the Sale of Quality Mopar Parts

Continued from Page 36 Through the partnership with the Colorado Auto Dealers Associa on, CREF had the opportunity to talk to parents and students who otherwise might not have been familiar with the industry and then showcase the different career paths available. Eckenrode advises shop owners and managers unsure about how to hire gradua ng students to find out about their local school programs if they haven’t already done so. For those in the industry who have hired technical students in the past and felt they weren’t prepared, he encourages poten al employers to be persistent and work through the issues to help improve the programs. By pu ng in the me and showing their support, he said students will likely be more qualified when they graduate and be er prepared for the future. “It’s a ma er of ge ng these businesses in front of instructors and schools and involved in advisory boards as well as ge ng in front of the administra ons,” he said. “What we’ve heard, me and me again, is that if the administra on sees companies interested in hiring these students, there’s a be er chance that they will want to keep these programs running.” In addi on to a ending a career fair, especially if one is not yet available in the area of the country where a body shop is located, Eckenrode said there are several ways to get involved and make a difference. For example, some collision repair facili es have sponsored new uniforms for students while many others have donated supplies, tools and equipment. “There are things [body shops] can do, working together with us, where they can help encourage students,” he said. “We’re all in this together, so having a collec ve force at the local level is where we think we are going to make the biggest impact.” The spring CREF career fairs have wrapped up; however, an ini al list of markets where the events will be held this fall include (more expected to be added): St. Louis, MO (9/27) Gateway Motorsports Park - 700 Raceway Blvd - Madison, IL Detroit, MI (week of 10/8) Oakland Community College -1200 Mead Rd - Rochester, MI Dallas, TX (10/17) Mercedes-Benz Learning & Performance Center- Grapevine, TX Northern California (10/22) Contra Costa College - 2600 Mission Bell Dr. - San Pablo, CA Southern California (10/24) Cerritos Community College - 11110 Alondra Blvd - Norwalk, CA Robbinsville, NJ (11/21) Mercedes-Benz Learning & Performance Center - Robbinsville, NJ To get involved with one of these events, help organize your own career fair locally, and/or be connected with your local collision school programs, you can reach Brandon Eckenrode at Brandon.Eckenrode@ed-founda on.org or 312-231-0258. Source: www.autobodynews.com - Article written by Stacey Phillips

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

March - April 2019

Wiper Blades: The Missed, Pissed & Kissed Equation OK, I know that most of you didn’t wake up this morning with wiper blades on your mind. I did, obviously, that’s why I am wri ng this arcle. I know you have more important things to do than think about ways to sell wiper blades and honestly, if that was all you were thinking about today and nothing else, well, I would be concerned about you, but humor me for a few minutes and let’s talk about wiper blades and how I believe they may be the most important customer reten on tool you have. Now, I don’t expect you to get too excited about wiper blades, nobody does, and I get it. You are busy, you have customers to handle, employees to manage and mo vate, cars to move and parts and labor to sell. I’m pre y sure that selling wiper blades didn’t even make it on your second or third list of things to do and I get that too. Let’s face it, wiper blades aren’t sexy. They’re wiper blades, for god’s sake. They aren’t cool. They are a low dollar sale. You don’t make much profit on them and you can’t even charge labor to install them without pissing customers off. They are a distrac on and your advisors and techs are too busy selling things that make you money, so why even bother to sell them? See I told ya, I get it, but I also get this, and you need to get it too. I said this before, but I am going to say it again. I believe that selling wiper blades could be one of the best ways to grow your business, increase service traffic and boost customer reten on. That’s right, I said it. I know you think I must have lost my mind, but hear me out, ok? Here’s what we know. Customers almost never come in and ask for wiper blades, but that doesn’t mean that they don’t want to buy them. They ask for an oil change and a re rota on. Customers know what those two services are, they know when they need to have them done, and they know about what they are worth. So, if you are aggressive with pricing, stay consistent with your adver sing and provide a good service by ge ng people in and out fast, you will do more oil changes and more re rota ons and you will also create more opportuni es to sell other services, repairs and yes, even wiper blades. So why am I so obsessed with selling wiper blades? Well, here’s why. Put yourself in a customer’s situa on for a minute. He drives in to get an oil change and a re rota on and the first thing your advisor or quick lube guy says is that we will do a mul -point inspec on. Maybe he even shows him the inspec on report. He makes a big deal out of it and so do you because you even adver se that you include a mul -point inspec on on all of your ads and coupons. So, understandably, customers expect that to be done, but here is where the problem pops up. Even though you told your customers you would check their en re car over with your inspec on, nobody ever “inspects” their wiper blades. It just isn’t done and if you don’t believe me, go ask your advisors, your quick lube guys and your techs, even master techs. Nobody does it and they can’t even give you a really good reason or excuse why. I say this all the me. “Excuses only sound good to the person that’s making them” and I can prove it. Here is one excuse I heard for why we don’t check wiper blades and it’s funny. A service advisor and a tech actually told me that this is the reason they don’t check wipers, “It’s actually pre y hard to do. It’s difficult to duplicate road condi ons and rain and anyway, you have to turn the car on, squirt washer fluid and then watch the wipers to see if they wipe or not. Then, if they don’t work well, you have to show the customer that they didn’t work and then you have to call the parts department to get a price, then you have to try to sell them the wiper blades, and then we have to install them and to top it all off, we don’t even make any money on them, so there is just no reason to do it.” Wow, the excuse train stopped and took a dump on that one, didn’t it? So, to cut to the chase, nobody does it and if you don’t believe me, go ask your parts de-

Mopar Masters Guild Magazine

Leaders in the Sale of Quality Mopar Parts

partment how many wiper blades you’ve sold each month and compare that to the opportuni es you’ve had (that would be your repair order count.) And here is another thing that bugs me. You told your customers you would check their car over with your extensive mul -point inspec on, but you didn’t really do it, did you? So, you essen ally start the rela onship with the customer by lying to them, and that just isn’t good in anybody’s book. And here is another thing that is a li le bit more long term. Imagine the customer coming in for the oil change and you selling him $350 worth of repairs and services, brakes, whatever as upsells. The customer pays his bill and leaves happy. Maybe you even washed his car and he appreciated that. But then, 2 days later at 10:00 at night, while he is driving down the dark road with 3 kids and a dog in the car, it starts to rain. He turns on his wipers, and well, you know what happens, they screech across the windshield like fingernails on a chalkboard. He is pissed. All he can think of is that the car was just in for service, he spent $350 and you said you did a thorough inspec on of his vehicle, but you didn’t replace his friggin’ wiper blades. He might not be mad enough to call you to complain, he might not give you a bad review online, he might not even send you an email about it, but he will most likely never come back. He has kissed you goodbye and you don’t even know why. I call this the “Missed and Pissed and Kissed” equa on. You missed the sale of wiper blades, you pissed the customer off at the same me and he has now kissed you goodbye. They are equal, missed = pissed, and pissed = kissed. The solu on: Ask every customer that comes in when the last me they had their wiper blades replaced, it’s that easy, really it is. But if you think your advisors might get lost in that complicated ques on, here is a script for them to use to make it easier, “When was the last me you had your wiper blades replaced?” Gees, ya think that is easy enough? Think about it, the customer is either going to tell you that he can’t remember when he had them replaced or that he had them replaced not too long ago. If he says he can’t remember, that means it’s me to replace them and that you have them on sale (they are on sale, you sell them every day). If he says he had them replaced not too long ago either at your store or somewhere else, ask him if he has no ced any “streaking or squeaking.” Those are very technical terms, but he will understand them. If he says yes, he has “streaking or squeaking,” tell him that means it’s me to replace them and once again, you have them on sale. If he says they are working great, tell him that next me he comes in for service you will replace them and give him the sale price. That way, you build confidence, show you care, and you also save him a trip to the parts store. All of those answers are good answers – even if he says he isn’t having a problem with the wipers right now, at least he knows that you cared enough to ask. Come on guys, this isn’t rocket science, it’s simple. When you go to the doctor complaining of whatever, they always start by checking your pulse and your blood pressure and asking you a few simple ques ons about your health. It doesn’t matter what you go in for and I just think that when it comes to your car your res and wipers are the vital signs that need to be checked or at least asked about, don’t you agree? They are safety related items and if you really care about your customers, if you really care about growing your business and if you really care about boos ng sales and customer retenon, sell some wiper blades. How easy is that? So, here is the hard part. Service Managers have to take the lead. You have to make sure your advisors know that asking about wiper blades is not an op on, it is a condi on of employment. Doctors expect nurses to check your vital signs, they can’t just decide to not do it. Get your wiper blade sales count every day, post it and compare it to your repair order count to see how you are doing on maximizing opportuni es. Explain the stories I shared and make sure they understand the long-term effect on customer reten on that can be improved just by selling wiper blades. As a side note to the Mopar Masters Guild, let me know if any of you want to learn how our mul -media marke ng programs can recapture lost customers, a ract brand new customers they could never reach before and keep them from ever going anywhere else. It only takes 15 minutes and we can do it on the phone or online! Sincerely, Randy Johnson - Rjohnson@carpeoplemarke ng.com - 386.846.2430

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

March - April 2019

2019 2 01 9 M o opar p ar M ast aster er s G Gui ui ld O ffii cer s & Com Off Committee m i t t eess Vendor Commi ees

Oﬃcers: President - Susan McDaniel - Bill Luke CJD – Phoenix, AZ Vice President - Joe McBeth - Dallas DCJ – Dallas, TX Secretary - Mike Opperman - Baxter CJD - Omaha, NE Treasurer - Don Cushing - Tasca Automo ve Group - Johnston, RI

Execu ve Commi ee - All Oﬃcers Including: Dan Hu on - Tom O’Brien DCJR - Greenwood, IN Marvin Windham - Benchmark CJD – Birmingham, AL Alan Yancey - Hayes CDJ - Alto, GA Rick Monteiro - Jack Powell CJD – Escondido, CA Rick Cutaia - Rick Hendrick DCJR – Charleston, SC Paul Allred - Stateline CJD – Fort Mill, SC Gerry Oakes - Baxter CJD - Omaha, NE Glenn Hojnacki - Milosch’s Palace CJDR – Lake Orion, MI Cody Eckhardt - Larry Miller DCJR - Sandy, UT

Guild Commi ees:

CDK Global Mike Opperman - Baxter CJD - Omaha, NE - (Chair) Dan Hu on - Tom O’Brien DCJR - Greenwood, IN Paul Allred - Stateline CJD – Fort Mill, SC Joe McBeth - Dallas DCJ – Dallas, TX

Reynolds & Reynolds Rick Cutaia - Rick Hendrick DCJR – Charleston, SC (Chair) Randy Rogers - Huﬃnes CJDR - Plano, TX Kent Cogswell - Jack Phelan CDJR - Countryside. IL Alan Yancey - Hayes CDJ - Alto, GA Marvin Windham - Benchmark CJD – Birmingham, AL (Alt)

OEConnec on & Snap On Business Solu ons

Finance Commi ee

Dan Hu on - Tom O’Brien CJD – Greenwood, IN (Chair) Paul Allred - Stateline CJD – Fort Mill, SC Susan McDaniel - Bill Luke CJD – Phoenix, AZ Cody Eckhardt - Larry Miller DCJR - Sandy, UT Don Cushing - Tasca Automo ve Group - Johnston, RI

Susan McDaniel - Bill Luke CJD – Phoenix, AZ Don Cushing - Tasca Automo ve Group - Johnston, RI Rick Cutaia - Rick Hendrick DCJR – Charleston, SC

UPS

Nada 2020 Planning Jill Vance - Avenue Event Group, LLC

Newsle er/Website/Social Media Don Cushing - Tasca Automo ve Group - Johnston, RI

Paul Allred - Stateline CJD – Fort Mill, SC (Chair) Rick Cutaia - Rick Hendrick DCJR – Charleston, SC Rick Stewart - Commonwealth DR - Louisville, KY

AER Robert Chatwin - Larry Miller DCJR - Sandy, UT (Chair) Glenn Hojnacki - Milosch’s Palace CJD – Lake Orion, MI Josh Gouldsmith - Gladstone DCJ - Gladstone, MO Shane Birdyshaw - Benchmark CDJR - Birmingham, AL Jim Jaeger - Bosak Motors - Merrillville, IN (ALT)

Vendor Chairmen Paul Allred - Stateline CJD - Fort Mill, SC Mike Opperman - Baxter CJD - Omaha, NE

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

Mopar Masters Guild Magazine