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Updating
the
FRONT ROW
The official publication of the Washington State Independent Auto Dealers Association
April/May 2016
HACKERS
Targeting Dealerships,
Firm Warns
Updating
Computer Systems
or Risk Catastrophic Loss
New Licensing &
Vehicle Systems
Means Better
Dealer Services
PLUS
7 Employee
Mistakes
Costing Your
Dealership Millions
2 | THE FRONT ROW | WSIADA.COM Apr/May 2016
the
FRONT ROW
The magazine of the
WASHINGTON STATE INDEPENDENT
AUTO DEALERS ASSOCIATION
WSIADA.COM
707 Auburn Way South
Auburn, WA 98002
T: 253-735-0267 | F: 253-804-0844
E: [email protected]
CONTENTS
A P R I L/MAY 2016
J.T. Curry, Board President
Curry Enterprises, Inc, dba Motors Northwest
[email protected]
Ken Williamson, Board Vice President/
Chapter President - Tri Cities
John’s Auto Mart, LLC
[email protected]
Emil Scarsella, Board Treasurer
Town & Country Auto Sales
[email protected]
David Randall, Board Secretary
Randall’s Auto Sales, Inc.
[email protected]
Mo Aliabadi
South Tacoma Auto Sales, Inc.
[email protected]
AJ Hamedian, Chapter President - North Sound
Excellent Choice Auto Sales, LLC
[email protected]
Rachel Frankel, Chapter President - Vancouver
Top Auto Brokers, LLC | [email protected]
Frank Tamez, Chapter President - Yakima
Auto Max USA | [email protected]
Becky Doolin, Chapter President, South Sound
Sunset Auto Wholesale | [email protected]
Dan Arrotta, Chapter President, Spokane
Arrotta’s Auto Max and RV | [email protected]
WSIADA STAFF
Todd C. Elliott, Executive Director
Becki Waskey, Member Services Director
Colette Eilers, Member Services Associate
Monica Taylor, Member Services Associate
Ashlie Seipert, Member Services Associate
Michael McGaughy, Member Services Associate
Dana White, Member Services Associate
PRODUCTION EDITOR
Professional Mojo
[email protected]
Copyright 2016
2 | Relying on Partnerships
4|It’s Your Magazine
6 | Updating Computer Systems
8 | New Licensing and Vehicle Systems Means Better Dealer Services
10 | Hackers Targeting Dealerships, Firm Warns
12 | Save the Dates: 2016 WSIADA Education Fairs
14 | Take Stock of Your Dealership’s Transparency
16 | Know your Competition
18 | 7 Employee Mistakes Costing Your Dealership Millions
19 | Is This the Red-Headed Stepchild of Your Dealership?
20|Auction Listing
21 | Service Provider Directory
22 | WSIADA Membership Application
23 | Read and Respond
THE FRONT ROW | WSIADA.COM Apr/May 2016 | 1
u MESSAGE FROM THE PRESIDENT
Relying on Partnerships
BY J.T. CURRY, MOTORS NORTHWEST
Partnerships, each of you rely on them in your professional and personal lives. Same applies to WSIADA. We
rely on them to maintain the quality and integrity of
programs, for ideas and for financial support. We have
partnerships with dealers, other Associations, Sponsors
(Associate Members) and Washington State Agencies in
Olympia. Some of our partnerships are longstanding
ones, some are relatively new and under development.
Todd mentioned our newly created Advisory Board in
his column. That is just one of the formal structures we
have put in place to leverage the power of partnerships.
In this issue, you see an article from Lewis Dennie at the
Department of Licensing. The Attorney General will be
represented at our Education Fair and in several chapter meetings. The Department
of Revenue has been a regular contribution to our Chapter program. I think you get
the drift. In future editions of the Front Row Magazine we have the desire to create a
regular space where some of our partners can contribute content to this publication.
All of this is work in progress. I guess it will always be work in progress, because, like
any relationship, they get better as you invest more time and energy in them.
Here is where you, our dealer partners, come in. Think of this as a “calling all partners”
initiative. Let us know who you are working with to improve the value of your business. If they have helped you, we would look forward to including them in the broader
context of the Association, so they can help others. We are not looking for trade secrets
here, I won’t share mine…if I have any, and I would not expect you to share yours. But
we can improve the lot in life of our trusted partners if we can provide them with a
better leads base, even if it as simple as getting them to become an Associate Member
and listing them in the Service Provider Directory.
Todd has this wild vision of every independent auto dealer in the state belonging to
WSIADA…all 1600 of you! Why not have the same vision of every business that is
essential to our individual and collective success. Think of that Independent Dealer
Ecosystem. We are all interdependent entities dependent on the same set of agencies,
suppliers and other partners to improve our lot in life.
The Board is a bunch of dealers volunteering to make the Association, and in turn the
industry stronger. Participate in Association meetings and events, send us your trusted partners. Remember, no trade secrets!
J.T.
WSIADA EVENTS
CALENDAR
MAY 6
10:00AM - 3:30PM, Title Workshop
South Sound
MAY 9
7:30AM - 9:30AM, Chapter Meeting
Yakima
MAY 9
11:00AM - 4:30PM, Title Workshop
Yakima
MAY 10
11:00AM - 4:30PM, Title Workshop
Tri Cities
MAY 10
7:00PM - 9:00PM, Chapter Meeting
Tri Cities
MAY 11
11:00AM - 4:30PM, Title Workshop
Spokane
JUNE 3
10:00AM - 3:30PM, Title Workshop
South Sound
JUNE 8
12:00PM - 2:00PM, Chapter Meeting
North Sound
JULY 1
10:00AM - 3:30PM, Title Workshop
South Sound
JULY 7
10:00AM - 3:30PM, Title Workshop
Spokane
JULY 19
ALL DAY, Eastern Ed Fair
Spokane
JULY 29
10:00AM - 3:30PM, Title Workshop
South Sound
AUGUST 18
ALL DAY, Western Ed Fair
Tacoma
2 | THE FRONT ROW | WSIADA.COM Apr/May 2016
CHRIS BRADLEY
DAVID BLAKE
“In an ever evolving and highly competitive
used car environment, what sets you apart
is how you treat your consumer. DAA Seattle
gets this right by recognizing that their
greatest asset is their customer.”
“At DAA Seattle, we’re committed to a culture
that is enriched by the contributions of our
partners. We recognize that our partnerships
are our greatest achievement and we are truly
invested in our customers’ success.”
Used Car Director
Titus-Will Automotive Group
Olympia, WA
General Manager
DAA Seattle
Auburn, WA
“This Is
My Auction.”
INDEPENDENT. CONNECTED. COMMITTED.
THE FRONT ROW | WSIADA.COM Apr/May 2016 | 3
PO Box 19190 | Spokane, WA 99219 | McConkeyAuctions.com
u EXECUTIVE DIRECTOR’S MESSAGE
It’s Your Magazine
BY TODD C. ELLIOTT, WSIADA EXECUTIVE DIRECTOR
ADVERTISER
INDEX
7 ADESA Seattle
21 AUL
12 Credit Acceptance
Thank you for the
positive feedback
on the relaunch
of the Front Row
magazine. This is
your magazine, so
I welcome feedback on content,
features and columns.
ilar sessions in Tri-Cities, Yakima and
Spokane.
NOTE: Everyone is invited to a unique
North/South Sound Chapter meeting
event hosted at Manheim, Seattle on June
8. If you are buying at Manheim that
day, stay for the meeting. Marc Worthy,
Assistant Attorney General will be our
guest presenter. Don’t miss it!
IFC LOBEL Financial
In my last column, I spent some time outlining our
chapter structure. To highlight the regional similarities and differences, we are looking at ways to personalize and differentiate
the chapter experience.
Advisory Board
Our Luxury Edition sponsors held our inaugural Advisory Board Meeting (hosted
by Manheim Seattle) in April. Stay tuned
for some big initiatives in support of our
Independent Auto Dealer Ecosystem.
24 Rekdal Hopkins Howard
In this Month’s Edition
The general theme of this edition revolves
around computer systems. Important contributions in this regard come from Lewis
Dennie at the Department of Licensing
and one of our associate members, Martyn
Olliver at Skywerks. We also include our
regular features: service provider directory, calendar of events, auction schedules
and read and respond.
Pictures, Columns, Content
Our first couple issues in the new format
have included content contributions from
a variety of sources. The best articles and
best sources continue to be articles contributed by our own dealers, associate
members and Olympia partners. Raymond
Arroyo scours the world over for content
for his EWTN television program. We are
not scouring the world, but we need help
from you. Let us know if you have pictures,
colorful anecdotes or ideas for columns
and other content.
New Auction Discount Cards
We are getting good feedback on the new
card format. Given their value, we went to
some extra expense to have them delivered
by FedEx to the dealer principal at each of
our members. Since we issued the cards, a
couple of other auctions have expressed interest. While we will not be able to get additional auctions included in the cards until
the 2017 cycle, we are researching ways include these auctions in our Discount Card
Program. Watch for an announcement in
the Front Row or a separate mailing.
Chapter update
We completed successful Vancouver and
North Sound Chapter meetings. A new
twist to these meetings included a Title
Workshop. Check the calendar for sim4 | THE FRONT ROW | WSIADA.COM Apr/May 2016
Education Fairs
We will start to bang the drum more loudly for registration at either of the upcoming
Education Fairs.
•
•
July 19 – We are co-hosting the event
with Credit Acceptance and DAA
Northwest. Paul Webb keynotes with
another stimulating session. If you
plan to participate in the DAA Rock
N Roll sale, arrive a day early and get
your 5 hours of continuing ed. News
flash: DAA has announced the band
for this year’s concert: Chicago!
August 18 – LeMay, America’s Car
Museum, Tacoma. Thursday instead
11 Dealer Socket
17 LeMay America’s Car Museum
IBC Manheim
3 DAA Northwest/Seattle
12 Nationwide Northwest LLC
5 NextGear Capital
BC Olympic Dealer Marketing
15 Shepard & Shepard Insurance
9Skywerks
TARGET YOUR
ADVERTISING
DOLLARS
TO ADVERTISE WITH WSIADA
and receive a copy of the media kit
for THE FRONT ROW magazine,
call (253) 735-0276.
of Saturday this year. Paul Webb keynotes this one, too. Marc Worthy joins
us again plus other featured presenters.
Continuing Education - Read and Respond
Starting with this edition, you only need to
complete two quizzes (this issue and Feb/
March issue) to earn 2.5 hours of continue education credit. If you already used
last month’s quiz for 2016 CE credit, you
can use this issue and next to accumulate
CE credit toward your next license cycle.
Ashlie, or anyone else on staff would be
happy to step you through the CE process.
HAPPY MOTORING!
Sincerely,
Work With
LOCAL REPRESENTATIVES
That Know Your Business
NextGear Capital’s local representatives are the
best trained in the industry. Their comprehensive
experience and consultative approach make them
partners who are truly dedicated to
your dealership’s success.
Visit nextgearcapital.com or call 855.372.2329
and get the best-in-class support your
dealership needs to be successful!
THE FRONT ROW | WSIADA.COM Apr/May 2016 | 5
u TECHNOLOGY
UPDATING
Computer Systems
BY MARTYN OLLIVER, CHIEF TECHNICAL OFFICER OF SKYWERKS
Every four to six years you are faced with
updating hardware. Quite often, new
hardware comes with a new operating system (O/S). Over the past 35 years I have
seen a few O/S’s from CPM, then DOS to
Microsoft’s latest O/S, Windows 10. The
best time to update your equipment and
O/S is before your current system breaks.
Unfortunately there are dealerships that
do not perform regular backups, not only
to the Dealer Management System (DMS)
software but other products like Quick
Books and the Microsoft office suite.
I have seen many 100% catastrophic losses.
When you finally pull the trigger and update your current computer with a new
model, pick wisely. Here are several items
you want to put on your check list and a
few tips on selecting your hardware.
1
2
Contact your DMS provider. It does
not matter if your DMS is Web
Based (Cloud) or local based. DMS
companies are a good source of information and in most cases can help or
recommend certain machine models, storage needs and compatible O/S.
If you manage a multi-user environment (More than 1 PC) I recommend you use a local private service company. Stay away from the
big box stores. They generally do not have
6 | THE FRONT ROW | WSIADA.COM Apr/May 2016
onsite installation crews nor keep dealer
hours. Remember independent dealerships
can operate for long hours from 6:30 AM
(Service Departmant) to Sales 9:00 PM
(Sales). Dealerships alos operate 7 days
a-week including most holidays. Pick a
company that is on-call 24/7, 365 days per
year. You might pay a little extra, but when
was the last time you heard of an outage
during “normal” business hours!?
3
Avoid those $300.00 computers.
You know the old saying, “ If you
pay peanuts you get monkeys.”
These machines are less expensive
for several reasons, smaller less powerful processors, minimal RAM (memory),
small storage devices, cheap shoddy keyboard / mouse packages and lower resolution monitors. They also come pre-loaded
with a large number of trial programs that
you will never need and constantly have
“pop-up or nags” to remind you to try their
products.
4
Avoid all in-one machines, where
the monitor, CPU are all one device. Although these types of PC
can save space, if the monitor portion fails you are faced with replacing the
whole machine where as normal configuration would only cost a new monitor.
I could rant and rave on for chapters, but
I will save you from that. Support your
local community, pay an extra few bucks
and have your System built and serviced
locally.
I have included a quick build list. This
build will support most DMS companies
regardless if they are web-based or local
based. You will get a nice clean installation
without all those pop-ups.
1. I5 or I7 Intel Processor
2. 8 gig Ram Minimum
3. 1 x 500 g Internal SSD Primary Drive
(SSD = Solid State Drive. Very Fast)
4. 1 x 500 g Internal Conventional Drive
(For Backup) No Raid
5. 1 x High resolution graphics card with
2 outputs for multiple monitors.
6. 2 or just 1 Hi-res monitors (Min 1680
x 1050)
7. Plenty of internal cooling fans (Heat
is the primary reason for PC Failures)
Windows 10 operating system looks to be a
solid product, far better than its predecessor 8.0 or 8.1.
Happy computing,
Martyn n
_______________________________
Martyn Olliver is Chief Technical Officer
of Skywerks. Skywerks is an Associate
Member of the WSIDA and Martyn is
an active participant in the Association’s
Advisory Board.
Search
simplified.
Find cars on ADESA.com
All Makes
All Models
Auction Channel
Year
Distance
To Year
ZIP Code
SEARCH
Log in. See what’s changed.
THE FRONT ROW | WSIADA.COM Apr/May 2016 | 7
© 2016 ADESA, INC.
u TECHNOLOGY
New Licensing and Vehicle Systems
Means Better Dealer Services
BY LEWIS DENNIE, ADMINISTRATOR
WASHINGTON STATE DEPARTMENT OF LICENSING TRANSPORTATION SERVICES
The State of Washington’s Department
of Licensing (DOL) and Department of
Revenue (DOR) both have old computer systems that are costly to maintain.
For this reason, DOL and DOR have
elected to replace their current business systems. DOR’s Business Licensing
Service (BLS) will replace its system in
June 2016 with the first installment of
their new Automated Tax and Licensing
Administration System (ATLAS), and
licensees will be able to access it using
a new eServices application. DOL’s new
system, known as DRIVES, will roll out
its first installment in December 2016.
Both systems will optimize business operations by streamlining workflow and
providing up-to-date information, better
reporting, and advanced security.
BUSINESS LICENSING SERVICE
DOR is collaborating with FAST
Enterprises (FAST) to replace their current systems with a browser-based, highly-configurable solution that operates on
industry-standard technology. Based out
of Colorado, FAST has implemented its
nationally recognized tax and licensing
solution, GenTax, over 30 times for various
local, state and federal governments, including in Alabama, Idaho, New Mexico,
Georgia and Louisiana.
The first roll-out of DRIVES will take place
in December 2016 and impact the vehicle
licensing processes. DRIVES will simplify
vehicle dealer staff’s ability to issue, revoke
and reprint permits electronically. Changes
and enhancements will include the Dealer
Temporary Permits (E-Permits), as well as
off-site permits. We anticipate that the new
and improved E-Permitting system will be a
simpler process for dealership staff and save
time. DRIVES will also provide DOL staff
with the ability to review automated reports.
Starting in June 2016, the ATLAS eServices
application will be used by all Washington
businesses, including vehicle dealers. For
additional information about other DOR
services, please refer to the DOR website
at: http://dor.wa.gov/content/home/.
The second installment of DRIVES will
affect driver licenses. There will be more
information about DRIVES coming soon.
Please refer to the DOL website for additional information about DRIVES at:
http://www.dol.wa.gov/
DOR’s ATLAS eServices application will
provide Washington State auto dealers
the ability to complete their initial business license applications and license renewals online for the first time ever. The
new system will decrease licensing time
for applicants and licensees and increase
accuracy, which improves customer service.
DEALER SERVICES
DOL has also contracted with FAST to
modernize and improve the way DOL does
business by moving to a higher level of automation and integration. The DRIVES
system will automate many manual processes and cumbersome work-arounds.
For example, ATLAS eServices system will
feed your licensing data into DRIVES for
our licensing staff to review and process
electronically. These improvements will
result in improved system reliability, less
down time, and the ability to make system
enhancements faster - all which will result
in better customer service.
Also, please feel free to sign up for email
updates about DRIVES at DOL’s ListServ:
If you sell cars, trucks, RV’s, ORV’s, motorcycles, or any type of trailer use the
following: http://listserv.wa.gov/cgi-bin/
wa?A0=DEALERS-SNOWMOBILES-ORVS-MISC
The new DRIVES system at DOL will automate and integrate many current processes and systems, which will also result
in improved customer service.
8 | THE FRONT ROW | WSIADA.COM Apr/May 2016
If you are a tow truck operator, wrecker,
scrap processor, hulk hauler or transporter use the following: http://listserv.wa.gov/
cgi-bin/wa?A0=RTTO-TRANS-WRECKER-SCRAP-HULK n
THE FRONT ROW | WSIADA.COM Apr/May 2016 | 9
Hackers Targeting
Dealerships, Firm Warns
REPRINTED COURTESY OF F&I SHOWROOM
The biggest threat to a dealership, according to Helion Automotive Technologies, is
its employees. And according to the firm,
hackers are targeting dealerships and
their accounting and F&I departments.
These email attacks are
targeted and are designed to
look as if it were sent from
within the organization...
Helion claims that international crime
organizations are using targeted email
scams that are designed to trick employees into performing actions that will result in their dealerships becoming vulnerable to an attack.
...Employees should be
trained on cyber warfare
tactics, he said, and all
software patches should be
regularly updated.
“The increase in the number of organized
attacks in the last year is astounding, and
auto dealers need to be on alert,” said Erik
Nachbahr, president of Helion. “In addition to the volume of attacks, the level of
sophistication and research involved is
frightening.”
Hackers who break through dealership
networks have the ability to gain access
to dealership login credentials, dealership
and customer bank account and routing
10 | THE FRONT ROW | WSIADA.COM Apr/May 2016
numbers, and other private customer information, according to the company.
Helion provided an example of an actual
incident:
A virus was downloaded in an email attachment onto the F&I Manager's computer. The virus tracked every website
visited and every keystroke. Hackers were
able to use the information to login into
credit bureau sites and extract credit re-
ports for more than 200 customers before
they were caught. This incident ultimately cost the dealer more than $150,000.
According to Helion, security software
and firewalls can’t stop an attack like
this because the attack originates from
an employee email. These email attacks
are targeted and are designed to look as
if it were sent from within the organization.
These attacks are called spear phishing
attacks and to prevent them, Nachbahr
recommends that dealerships verbally verify all requests for wire transfers. He also
recommends dealerships have a cyber-liability insurance policy in place. Employees
should be trained on cyber warfare tactics,
he said, and all software patches should be
regularly updated.
Helion Automotive Technologies is an
information technology (IT) provider for
dealerships. n
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Call 253.735.0267 or Email staff@wsiada.com
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12 | THE FRONT ROW | WSIADA.COM Apr/May 2016
THE FRONT ROW | WSIADA.COM Apr/May 2016 | 13
Take Stock of
Your Dealership’s
Transparency
BY JOHN STEPHENS,
SENIOR VICE PRESIDENT,
DEALER SERVICES, EFG COMPANIES
It’s time to provide more transparency in
the auto-buying process. Recently the
Federal Trade Commission announced a
planned study on the auto buying and financing experience.
Since 2011, the organization has brought
more than 25 cases challenging illegal
practices in the area of dealership business. It is likely taking steps to look even
closer into the industry due to increased
Consumer Financial Protection Bureau
activities.
While the FTC is in the exploratory phase
of the study, it is important to note it does
have jurisdiction over automotive retail,
unlike the CFPB. And it’s time to provide
more transparency into the auto buying
process.
The FTC wants to find out how complicated the automotive-financing process can
be at the dealership level. The organization
is soliciting public comments and feedback
from consumers’ actual experience purchasing or financing a car.
What can you do in light of the increased
scrutiny? You can start by assessing your
dealership’s transparency and asking yourself a few key questions:
How competitive is financing and aftermarket
pricing at your dealership?
Today, consumers can easily research prices
to negotiate the best deal. But when it comes
to financing, VSCs and other aftermarket
14 | THE FRONT ROW | WSIADA.COM Apr/May 2016
products, most consumers don’t know what
they qualify for or if they are competitively
priced.
But the tide is shifting. Consumers and entities such as the CFPB are stepping in. They
are demanding transparency in every industry and are much savvier when making
purchasing decisions on both high-end and
lower-end items.
As you look to increase transparency, consider an easy step toward that end: make
more information available online. Provide
an online credit application and make aftermarket information accessible on the web.
Be up front and allow consumers to educate
themselves about your offerings when they
are doing research to purchase a car.
You should also work with your product
provider to understand the consumer benefits of the products you offer. Compare the
benefits with the retail price and question
the value to consumers based on the price.
Are they getting a good deal? Is there a good
balance between dealer profit and consumer value?
How big a priority is customer satisfaction for
your sales and F&I teams?
Take a look at your performance metrics
and your CSI score, customer reviews and
chargebacks to measure customer satisfaction and ensure they are aligned. For example, high F&I product penetration should
reflect F&I managers putting customer
needs first by taking time to learn about
personal driving habits to tailor presentations and increase customer satisfaction.
Remind your teams that the customer experience is crucial to a successful dealership.
Ask yourself if you would be comfortable
sending your friends and family through the
sales and finance process at your dealership.
Do you have compliance procedures in place
and are they being followed?
One way to ensure procedures are being
upheld at your dealership is to implement
recurring, random audits to check that your
team is complying with local, state and federal laws. You won’t know unless you audit.
Another suggestion is to put your finance
managers through the Association of
Finance and Industry Professionals certification. This process ensures your team
knows and understands regulations at the
state, federal and local level, and empowers
them to take responsibility for your dealership’s compliance.
Dealers who take steps toward transparency
will be better positioned to tie profitability
increases to compliance initiatives as scrutiny from the FTC and CPFB continues. In
addition, those dealers will cultivate longterm relationships with customers that
will generate increased sales and future
growth. n
_______________________________
John Stephens is senior vice president
of Dealer Services at EFG Companies:
972-445-8910 and [email protected]
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KNOW YOUR COMPETITION!
What Independents are Doing to Retain Customers
BY DIGITAL DEALER
There is a constant stream of advice from
industry experts concerning customer loyalty and retention. While most of the advice is on point, a large piece is typically
missing in the bigger picture. In order to
increase market share, businesses must be
aware of what their competition is doing.
Turning a blind eye to pricing and marketing tactics of the dealership down the road
can easily cost sales or service business.
Savvy dealers check out what their competition is doing. But, these mystery shops
or research data is usually limited to their
franchised competitors, not independent
repair facilities, which is a mistake.
A recent roundtable discussion published
by Loyalty360 included key executives of
some large independent repair franchises. It provides interesting insight into the
mindsets and strategies they are using to
build customer loyalty and keep customers
coming back.
The roundtable included Robert Falconi,
CEO and John Wiegand, SVP of
Operations with Precision Tune Auto Care;
along with Tom Tracy, SVP of Marketing
for Monro Muffler Brake & Service; Ralph
Yarusso, SVP of Operations and Business
Development for Grease Monkey; and Ryan
Rose, Director of Automotive Strategy for
Clutch. In this roundtable, several questions
were posed to the group including:
What is your brand’s biggest strength with
customer experience? Tracy indicated that
they focus on thoroughness in their inspections in order to prevent further issues
down the road. Yarusso stated that it was
16 | THE FRONT ROW | WSIADA.COM Apr/May 2016
the consumer’s desire for quick service
done right. Falconi recognized the bad
reputation that repair shops have gained
and stressed that ethics is their most important value proposition. While Rose
indicated that using customer data to analyze consumer behavior is key to effective
marketing.
What’s the most significant customer
challenge your brand faces? The group’s
answers to this question revolved around
providing a consistent customer experience across all of their facilities. Staffing
the stores with the right people who understand the importance of providing an
excellent customer experience is challenging for Precision. Monro focuses on being
clear with their customers on what they
should expect, then delivering on those
promises. While Grease Monkey strives
for chain-wide consistency in experience.
How is technology impacting your
brand’s customer experience? These
groups are integrating and utilizing technology across the board to enhance their
customer’s experience, including the use
of tablets by advisors, digital menu boards
and mobile friendly websites with appointment setting abilities. They recognize that
consumers have access to more information and conduct research as to the best
place to take their vehicle. So, they work to
ensure that their information is easily accessible and helps convince consumers to
choose them.
What role does data play in your marketing strategy? These independents recognize that data is an incredibly effective
tool when used to communicate with customers in relevant and personalized ways.
Wiegand shared the importance of using
data to lure back customers who haven’t
come in for service in some time. While
Rose shared the importance of integrating
data from many sources, including POS
systems, vehicle databases, and even social
accounts.
It is a sad fact that in the eye of the consumer, these independent service departments still have the edge in their ability to
provide a complete service experience. The
2015 annual survey of Consumer Reports
subscribers found that independents outscored dealership service for overall satisfaction, price, quality, courteousness of
the staff, and work being completed when
promised.
However, most independents lack the ability to perform major service repairs, or recall work. That being said, it’s very easy to
lose sight of just how important quick service type ROs are. These all provide these
independents with the opportunity to interact with and touch a customer. Every
service performed at an independent versus a dealership is a lost opportunity (and
revenue) for a dealership.
So, take note of the strategies that independents are using to attract and retain customers and consider implementing similar
strategies to help improve the customer
experience at your dealership. Otherwise,
you may find your customers visiting less
frequently and miss out on a great deal of
revenue and countless opportunities. n
INTERNET MARKETING t
EXPERIENCE YOUR
AUTOBIOGRAPHY
COMPLIMENTARY DEALER CROSS-PROMOTIONAL OPPORTUNITIES
• Display vehicles on Anderson Plaza at ACM
— Great visibility from I-5, I-705 & Tacoma Dome
• Offer Ride & Drives around Dome District & Haub Family Field
• Purchase ACM Group Admission Tickets for event promotion
• ACM develops event promotional email for dealership
RESERVE TODAY
Contact the Private Event & Sales Coordinator at [email protected]
2702 East D Street Tacoma, WA 98421 | 253.779.8490 | americascarmuseum.org
THE FRONT ROW | WSIADA.COM Apr/May 2016 | 17
u DEALER INSIGHT
7 Employee Mistakes Costing Your
Dealership Millions
BY DIGITAL DEALER
Recently an auto dealership experienced
an all-too-common security breach. An
employee in the accounting department
received an email from someone who he
thought was the dealer asking him to initiate a $30,000 transfer from the dealership’s
bank account to another bank account.
The accounting employee complied with
the request and it was discovered later that
the email was a scam. Unfortunately, there
was no way to retrieve the funds.
This dealership has a state-of-the-art firewall and security software, but today’s
clever hackers are finding ways to get
through even the toughest defenses. The
most common method for gaining access
to a dealership’s network and data is to
trick or ‘scam’ employees.
That’s why it’s so important to have a corporate security policy in place and to train
your staff, so they don’t make these common employee mistakes:
1) Not verifying email addresses. Any time
an employee receives a request to transfer
money, check the sender’s email address
and be sure that it matches the one on file.
If the request is above $1,000, you may
want to require verbal confirmation over
the phone. These steps would have prevented the transfer just mentioned.
2) Click on an email attachment from an
unknown source. Attachments can contain malware. In one instance, a dealership
employee downloaded malicious code that
allowed a hacker access to online credit
apps, social security and credit card numbers from over 200 customers before discovery. This ultimately cost the dealership
more than $150,000.
18 | THE FRONT ROW | WSIADA.COM Apr/May 2016
3) Click on website links within emails.
Known as typosquatting, this approach
involves sending links to bogus websites
that steal login ID and password information. In one instance, an accountant
received an email notice from the dealership’s bank. The accountant clicked on a
link in the email and was taken to what he
thought was the bank’s website, where he
logged in. Result: A $450,000 wire transfer
was initiated from the dealership’s bank;
however, this dealer was lucky because the
bank caught the error before the money
was transferred.
4) Bringing Their Own Devices. Your
dealership should have a policy that prevents employees from copying customer
records onto USB drives and other devices. Your employees’ intent may not be
malicious; perhaps they want to work from
home and they need contact information.
Nevertheless, having your customers’ data
on an unsecured residential computer is a
big no-no.
5) Believing that phone representative is
who they say they are. What if you got a
phone call from a Microsoft representative
who told you they’re working with your IT
company or employee (naming them correctly), and that you need to go through
some troubleshooting steps? Would you
believe them? Unfortunately, some employees fall for this scam and proceed to
give away information that allows the network to be hacked. If you receive such a
call, ask the rep for their number and tell
them you’ll call them back once you check
with your IT staff.
6) Password violations. Employees should
create passwords with a combination of
letters, numbers and symbols, and they
should change passwords every 90 days.
Never share or give login ID or password
information to anyone.
7) Visit personal websites while at work.
Your corporate security policy should disallow employees to visit social media sites,
online shopping or gaming sites at work.
This is not about productivity or privacy;
it’s about your network security.
The consequences of a security breach can
be hugely expensive. Stealing money from
a bank account is only one part of it. Once
hackers gain access to your network they may
be able to breach your database and steal your
customer records, including social security,
credit card and bank account numbers.
One of the biggest expenses dealers incur
from such a breach is the cost to contact
all customers and then manage and monitor their credit to ensure they are not adversely affected. Additional consequences
may include investigations, audits, lawsuits and FTC action for non-compliance
with the Gramm-Leach-Bliley (GLB) Act.
Violations can add up to hundreds of
thousands of dollars per incident.
According to the Ponemon Institute, the
average cost per stolen record is approximately $200. If your dealership has 100,000
customer records that means you could be
on the hook for $2 million.
Firewalls and security software are the
first line of defense against hackers who
want to steal your data. Your employees
are the second line of defense, so be sure
they are trained in the latest cyber warfare
tactics! n
Is This the
Red-Headed
Stepchild of
Your
Dealership?
BY DIGITAL DEALER
We all know that feeling when you walk
into an auto dealership that’s on top of its
game. The interior is gleaming. The exterior is impeccable. The service department is
clean and humming. The sales staff is professional, organized, and hitting their goals.
Even the coffeemaker is state of the art!
But I know a secret. In many dealerships, in
the back rooms and behind the walls, lurks
a red-headed stepchild. An afterthought.
Often overlooked, it only gets attention
when it causes a problem.
That red-headed stepchild is your information technology (IT) strategy. Let’s face
it. You’re probably not devoting as much
time to it as your Daily DOC, checking
the numbers daily, weekly and monthly to
ensure you’re on track. You’re probably not
showing it off like those fancy software programs you invested in to help you achieve
your sales and service goals.
I understand the red-headed stepchild can
be complicated. You know how important it
is, but you’re just not sure what to do with it!
Still, that doesn’t mean it’s okay to ignore it.
Signs that you are ignoring your IT strategy
include:
• When employees complain about their
slow computers, you send your IT guy to
Best Buy to purchase ten new computers,
and hope that solves the problem.
• When customers complain about the
Wi-Fi connectivity in your lounge, you
send your IT guy to Best Buy to purchase a new router (dealerships require
enterprise-grade routers, not residential routers)
• Your phone system or network occasionally goes down, or your Internet
provider has an occasional outage.
Doesn’t everyone’s?
• You believe that your current firewall
and security software will protect you
from hackers, so there’s no need to
have a corporate security policy.
The good news is creating an IT strategy
isn’t terribly difficult. You just have to know
the right questions to ask, such as:
• What is the lifecycle of our current IT
equipment? For example, a network
switch lasts eight years, PCs and servers typically last five years and routers
last seven years. However, equipment
may need to be replaced sooner if there
are business reasons to do so.
• How much does it cost to maintain and
replace the equipment? Every time you
purchase new equipment, allocate a
budget for its future maintenance and
replacement. Budgeting in advance
can help guard against big, unexpected
expenses.
• What are the business reasons to replace
IT equipment? As dealerships rely more
on cloud-hosted software services, as
new technology in vehicles and mobile
tablets require more bandwidth in the
service department, your IT infrastructure needs to be upgraded to handle the
huge increases in data. Every time you
consider a new software or technology,
ask the vendor what the bandwidth and
other IT requirements are. Factor the
cost of IT upgrades into the cost of the
new technology.
• Which pieces of equipment are
under warranty and when do those
warranties expire? In case something
happens to the equipment, is it more
Continued on next page
THE FRONT ROW | WSIADA.COM Apr/May 2016 | 19
u AUCTION LISTING
Adesa | adesa.com/seattle
Tuesday: Consignment 9:30AM
Alternate Tuesday: Specialty 8:30AM
Thursday Night: InOp Sale 4:45PM
Brashers - Portland
brashersportland.com
Thursday: Consult website
Copart | copart.com
Times vary: Consult website
DAA - Seattle | daanw.com
Friday: Dealer and Fleet/Lease 9:30AM
Alternate Friday: Heavy Metal* 9:00AM
(Lane 8)
*Mechanically-challenged/cosmetically
damaged/non-running inventory
DAA - Northwest | daanw.com
Thursday: Fleet/Lease 9:00AM
Wednesday: Promotional 1:00PM,
as scheduled
Thursday: Promotional 9:00AM,
as scheduled
Thursday: MotorSports 12:00PM,
as scheduled (Lane 8)
Thursday: RV 11:00AM, as scheduled
(Lane 8)
Alternate Thursday: Heavy Metal
8:00AM - as scheduled (Lane 8)
Note: MotorSports, RV & Heavy Metal auction dates can be found at daanw.com
Ehli Auto Auctions | ehliauctions.com
Last weekend of every month.
Kaman | kamanauctions.com
Thursday: Noon
Manheim - Seattle
manheim.com/locations/SSAA/events
Monday: OVE Event Sales online
Alternate Tuesdays: Closed Ford Sale
10:00AM
Tuesday: Cross Border Mobile 1:00PM
Wednesday: General Sale 9:00AM
Alternate Thursdays: Night Sale Red
Lights 7:00PM
Friday: TBD Mobile Sale, Eastern WA
Manheim - Portland
manheim.com/locations/PAA/events
Tuesday: Open Sale: 9:00AM
Continued from previous page
cost-effective to purchase an extended warranty or to replace the equipment?
• What are the current and future projected costs of licensing for all your software programs? Are there ways to reduce these costs, such as re-negotiating with vendors? Are
you still paying licensing fees for users that have left your company?
• What new technologies coming down the pipeline should you be aware of? Advances
in wireless devices, collaboration tools, teleconferencing and other technologies could
soon make email and other existing technologies a thing of the past. Are you planning
to experiment with any of these new tools in the near future? Most are designed to
speed up decision-making and increase customer satisfaction, two important priorities for many dealers.
• What is the best way to secure my dealership’s data, including sensitive customer information such as credit card and social security numbers? Believe it or not, the biggest threat to your customer data is probably your employees. Scammers try to trick
your employees into downloading malware, viruses or to click on websites that can
steal your information. Unfortunately these schemes have resulted in many instances
of employees inadvertently granting hackers access to networks, bypassing the very
firewalls and security software meant to keep them out. When this happens, consequences are expensive.
Knowing the answers to these questions will help you craft a strategy to ensure your IT
infrastructure can always support your business goals and keep your data safe. Creating
a spreadsheet that includes a list of IT inventory, lifecycle and replacement costs will help
you budget and save money in the long run.
Pretending your IT strategy doesn’t exist won’t make it go away, so stop ignoring that
red-headed stepchild! A proactive approach is far more cost-efficient than a reactive approach. n
SERVICE
PROVIDER
DIRECTORY
Accounting Services
Randall W Faber, CPA, PS
(425) 533-0711
rwfabercpa.com
Rekdal Hopkins Howard
(425) 658-1400
rh2cpas.com
Please see our ad on page 24.
Auctions
Adesa Seattle
(253) 735-1600
adesa.com/Seattle
Please see our ad on page 7.
ADESA Portland
(503) 492-9200
brashersportland.com
Copart
(253) 847-8300
copart.com
DAA Northwest
(509) 244-4500
daanw.com
Please see our ad on page 3.
DAA Seattle
(253) 737-2200
daaseattle.com
Please see our ad on page 3.
WSIADA service providers are best in class. We invite you to explore
their services and please mention that you saw their listing in
The Front Row magazine.
Commercial
Insurance
Hecht & Hecht
Insurance
(800) 609-0979
hectins.com
Shepard & Shepard
Business Solutions
(855) 396-0488
shepquote.com
Please see our ad on page 175
NW Dealer Services
(360) 200-5287
walkerinsuranceagency.net
Customer
Relationship
Management
Systems
DealerSocket
(866) 813-1429
dealersocket.com
Please see our ad on page 11.
ProMax Unlimited
(360) 789-7486
promaxunlimited.com
(425) 922-3560
nwdfs.com
NW Dealer Services
(360) 200-5287
walkerinsuranceagency.net
Financial Indemnity
Group, Inc.
(206) 713-7178
[email protected]
Western Fidelity Insured
Services, Inc.
(206) 240-2575
wfisinc.com
(253) 333-0300
afcdealer.com
NextGear Capital
(425) 640-5111
kamanauctions.com
Skywerks
Manheim Portland
(206) 999-6699
skywerks.com
Please see our ad on page 9.
Manheim Seattle
Finance and
Insurance
(503) 286-3000
manheim.com
(206) 762-1600
manheim.com
Please see our ad on the inside
back cover.
AUL Corp
(800) 826-3207
aulcorp.com
Please see our ad on page 20.
(866) 701-4700 ext. 823 gravitypayments.com
AutoZone
(866) 727-5317
[email protected]
(855) 372-2329
nexgearcapital.com
Please see our ad on page 5.
In-Vehicle Security
OnStar
Photography Pixel Cars
(310) 621-8055
pixelcarsstudios.com
Sales Training
Paul Webb Training
(623) 271-1865
onstar.com
(949) 632-3734
PaulWebbTraining.com
Davies Pearson, P.C.
(253) 620-1500
dpearson.com
Gravity Payments
Parts & Service
(509) 703-6558
fpxus.com
Legal Services
Merchant Services
LeMay Car Museum
(253) 779-8490
lemaymuseum.org
Please see our ad on page 17.
AFC
Kaman Auctions
Nationwide
(800) 622-7605
NationwideLoans.com
Please see our ad on page 12.
Museum
Floor Plan
Companies
(888) 963-5369
frazer.com
[email protected]
Lobel Financial Corp.
(253) 839-2600
lobelfinancial.com
Please see our ad on the inside
front cover. (503) 238-6464
unitedfinance.com
(206) 290-3993
riesmanagement.com
Floor Plan Xpress
(253) 279-3230
creditacceptance.com
Please see our ad on page 12.
United Finance
Ries Management
Ehli Auctions
Frazer Computing, Inc.
Credit Acceptance
NW Dealer Financial
Services
Dealer Management
Systems
(253) 572-0990
ehliauctions.com
Lending
DPC Corp
(206) 696-2264
dpccorp.net
Surveillance/
Security
Pro-Vigil
(210) 858-1105
pro-vigil.com
THE FRONT ROW | WSIADA.COM Apr/May 2016 | 21
Membership Enrollment
YES!
It is important to be to be recognized as a professional! Enclosed are my annual dues to ensure that my business has all
the advantages WSIADA/NIADA provides to put me at the forefront of my profession.
By completing this form, I am consenting to and giving WSIADA/NIADA, its affiliates and subsidiaries, my permission to (until I give
written notice to discontinue) contact me and provide information to me at the mailing and e-mailing addresses, telephone and fax
numbers I have provided. I certify that (I am/we are) eligible for membership in WSIADA.
Member Name:
Business Name:
Dealer #:
Address:
City:
State:
Phone
Zip:
Cell Phone:
County:
Fax:
E-Mail:
Website:
Enrolled by:
Todd
Becki
Ashlie
Colette
Monica
Other Employees I would like to include within my membership
Full Name:
Position:
Cell:
Email:
Full Name:
Position:
Cell:
Email:
Full Name:
Position:
Cell:
Email:
MEMBERSHIP CATEGORIES:
 $450 – Dealer Member: is limited to any sole proprietorship, partnership or corporation which is engaged in buying and selling motor vehicles as a
principal part of its business; holds a vehicle dealer’s license issued by the Washington State Department of Licensing.
Business Name:
Dealer #:
Business Name:
Dealer #:
Business Name:
Dealer #:
PAYMENT OPTIONS:
Dues:
$
Charge Card for Membership Dues
Check made payable to WSIADA enclosed. Returned checks will be subject to a $25 service fee.
Please charge my (circle one): VISA
MASTERCARD
Credit Card Information: 16 Digit Card #:
Type of Credit Card:
Visa
Dealer’s Signature:
AMEX
EXP:
DISCOVER
Master Card
AMEX
CVC#:
(Card Holder’s Signature if different)
Discover
Date:
707 Auburn Way South, Auburn, WA 98002 Email: staff@wsiada.com Call or Text: (253)735-0267 Fax:(253)804-0844
READ AND RESPOND | April/May 2016 Front Row
The purpose of this Read and Respond quiz is to verify one has read the content of this issue of Front Row. All of the answers for the
questions provided are included in the content of the issue. WSIADA’s Read and Respond quizzes may be counted toward state required
continuing education. A passing grade will be granted for scores of 80% or higher. $50 payment is required for non-members prior to
the Washington State Department of Licensing being notified of completed continuing education.
Please be advised that the information contained in WSIADA’s Front Row is, to the best of our knowledge, current and correct. However,
we caution readers not to use the information provided to them as final authority. Its purpose is to be a guide. Any legal advice should
be regarded as general information. It is strongly recommended that one contact an attorney for counsel regarding specific circumstances. Some articles may express opinions and/or suggestions for best practices. Likewise, the appearance of advertisers or their
identification as members of WSIADA, does not constitute an endorsement of the products or services featured.
Dealership Name: _______________________________________ Dealer #: _______________ Date: _________________
Check: q I read and understand the disclaimer above.
Check those that apply: q $50 payment is enclosed. q I already paid. q It’s included in my membership.
Quiz Taker’s Name: ______________________________________ Signature: _ ___________________________________
Email: ________________________________________________ Position: ____________________________________
Feedback and Comments:
_________________________________________________________________________________________________
_________________________________________________________________________________________________
CIRCLE THE CORRECT ANSWER.
1. According to John Stephen’s article,
one way to ensure procedures are
being upheld at your dealership is to:
a. Have monthly meetings with
Sales and/or Finance managers.
b. Implement recurring, random
audits to check that your team is
complying with local, state and
federal laws.
c. Have an in house compliance
manager responsible for training
new employees and staying on top
of legislative changes.
2. In the article “Know your
Competition! What Independents
Are Doing to Retail Customers,”
Robert Falconi stressed that the
most important value proposition is:
a.Price;
b. Quality Service;
c.Ethics;
d. Online Presence;
e. All of the above.
3. It is suggested that dealers use data
to lure back customers who haven’t
come in for service in some time.
Some sources that data can be integrated from are:
a. Social Accounts;
b. POS Systems ;
c. Vehicle Databases;
d. All of the above.
4. The first installment of the
Washington State Department of
Licensing’s new business system,
DRIVES, is scheduled to roll out:
a. August, 2016;
b. October, 2016;
c. December, 2016;
d. February 2017
5. ATLAS eServices will feed licensing data into DRIVES for DOL’s
licensing staff to review and process
electronically. These improvements
will result in which of the following:
a. Improved system reliability;
b. Less down time;
c. The ability to make system enhancements faster;
d. Better customer service;
e. All of the above.
6. What are the registration fees
(through August 1st, 2016) for
WSIADA’s Education Fairs?
a. $200 for non-members and $50
for members;
b. $150 for non-members and $25
for members;
c. $125 for non-members and $25
for members;
d. $100 for non-members and $50
for members;
7. Martyn Olliver suggests that if you
are able to find a $300 computer,
a. Snatch it up. Good deals are hard
to find.
b. “If you pay peanuts, you get monkeys.”
c. Purchase the computer and request an upgrade from a reliable
IT person.
d. Purchase it, but first research
compatibility with your DMS.
8. Martyn Olliver’s stance on “all inone machines,” where the monitor &
CPU are all one device, is:
a. They are a great option because
they are space savers;
b. First research compatibility with
your DMS and accounting system before purchasing one;
c. Avoid all in one machines;
d. Consult with your IT person
regarding server compatibility
before purchasing one.
Continued on next page
THE FRONT ROW | WSIADA.COM Apr/May 2016 | 23
u READ AND RESPOND | APR/MAY 2016
Continued from previous page
9. Every time you consider a new software or technology, you should:
a. Not make a move until your IT
person has consulted you on
compatibility;
b. Make sure that you are researching the most current release of
that product to ensure that you
are getting the newest and best
technology;
c. Ask the vendor what the bandwidth and other IT requirements
are;
10. According to the article “Is This
the Red-Headed Stepchild of Your
Dealership?” what is the biggest
threat to your customer data?
a. Old and out dated systems;
b. Not having off-site data back up;
c.Employees;
11. To find out how complicated the
automotive-financing process can
be, the FTC is:
a. Looking at case law to assess
industry patters;
b. Interviewing auto dealers all over
the nation to get their input;
24 | THE FRONT ROW | WSIADA.COM Apr/May 2016
c. Soliciting public comments and
feedback from consumers’ actual
experience purchasing or financing a car.
d. All of the above.
12. Who is the new WSIADA South
Sound Chapter President?
a. Mac Ruddell;
b. Dan Arrotta;
c. Becky Doolin;
d.J.T.Curry
13. In the article “Seven Employee
Mistakes Costing Dealership
Millions,” it is suggested that dealers
have what in place to avoid costly
employee mistakes?
a. A corporate security policy and
staff training;
b. Employee contracts making the
employee liable for the mistake;
c. Allow employees to use their
own personal devices whenever
possible.
14. According to Ponemon Institute,
the average cost per stolen customer
record is approximately:
a.$20
b.$200
c.$2,000
d. $2 Million
15. Approximately how many independent auto dealers hold licenses in the
state of WA?
a.750
b.1000
c.1600
d.2200
16. Who is Marc Worthy?
a. Head of the Washington State
Patrol
b. Director, Department of
Licensing
c. Assistant Attorney General, State
of WA
d. Retired forward from the Los
Angeles Lakers
17. Why would a dealer attend the
Education Fair at LeMay in Tacoma
or The Red Lion in Spokane?
a. Support WSIADA.
b. Acquire 5 Continuing Education
Credits.
c. Become a better Independent
Auto Dealer.
d. All of the above. n
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THE FRONT ROW | WSIADA.COM Apr/May 2016 | 25
WASHINGTON STATE INDEPENDENT
AUTO DEALERS ASSOCIATION
WSIADA.com
707 Auburn Way South
Auburn, WA 98002
EDUCATION
FAIRS
EARN CE CREDIT
EDUCATION FAIR - EAST
F&I Industry Professionals est.1987
650 Dealerships Nationwide
Largest Anti-Theft Hardware
Provider in U.S.
Premier independent full-service
provider of F&I products, training and
dealer participation programs.
www.swds.net | 888.930.5277
July 19 | All Day
Earn 5 Continuing Education Credits
Red Lion - Inn at the Park, Spokane, WA
FEATURED GUEST: Paul Webb,
CEO – I.T.S., Inc. /
Paul Webb Training / WebbVT
EDUCATION FAIR - WEST
August 18 | All Day
Earn 5 Continuing Education Credits
LeMay, America’s Car Museum,
Tacoma, WA
FEATURED GUESTS: Paul Webb,
CEO – I.T.S., Inc. / Paul Webb Training /
WebbVT, and
Marc Worthy, Assistant Attorney
General, State of Washington
CALL OR EMAIL TO REGISTER
(253) 735-0267 or [email protected]
com

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