Nº 20 VOL 4 Issue 3 2022 NHADA A PUBLICATION OF THE NEW HAMPSHIRE AUTOMOBILE DEALERS ASSOCIATION CONGRESSMAN CHRIS PAPPAS LEADS THE CHARGE IN REPEALING NATION’S LARGEST EXCISE TAX Drive: NH Portsmouth Ford’s John Sawyer, Jr. Elected Board Chair For NHADA 2022-2023 Read more on p. 9 HelpWorkers Stay Safe When Customers Get Hostile Read more on p. 12
Running a dealership comes with its share of uncertain terrain. But one thing is certain. Our Dealer Financial Services team is dedicated to being by your side with the resources, solutions and vision to see you through. Dan Duda daniel.w.duda@bofa.com 603.647.3705 business.bofa.com/dealer Making business easier for auto dealers. Especially now. “Bank of America” and “BofA Securities” are the marketing names used by the Global Banking and Global Markets divisions of Bank of America Corporation. Lending, other commercial banking activities, and trading in certain financial instruments are performed globally by banking affiliates of Bank of America Corporation, including Bank of America, N.A., Member FDIC. Trading in securities and financial instruments, and strategic advisory, and other investment banking activities, are performed globally by investment banking affiliates of Bank of America Corporation (“Investment Banking Affiliates”), including, in the United States, BofA Securities, Inc. and Merrill Lynch Professional Clearing Corp., both of which are registered broker-dealers and Members of SIPC, and, in other jurisdictions, by locally registered entities. BofA Securities, Inc. and Merrill Lynch Professional Clearing Corp. are registered as futures commission merchants with the CFTC and are members of the NFA. Investment products offered by Investment Banking Affiliates: Are Not FDIC Insured • May Lose Value • Are Not Bank Guaranteed. ©2021 Bank of America Corporation. All rights reserved. 3656605 11-21-1445 Running a dealership comes with its share of uncertain terrain. But one thing is certain. Our Dealer Financial Services team is dedicated to being by your side with the resources, solutions and vision to see you through. Dan Duda daniel.w.duda bofa.co 603.647.3705 busines .bofa.co /deal r aking business easier f r a t ealers. s i ll . “Bank of America” and “BofA Securities” are the marketing names used by the Global Banking and Global Markets divisions of Bank of America Corporation. Lending, other commercial banking activities, and trading in certain financial instruments are performed globally by banking affiliates of Bank of America Corporation, including Bank of America, N.A., Member FDIC. Trading in securities and financial instruments, and strategic advisory, and other investment banking activities, are performed globally by investment banking affiliates of Bank of America Corporation (“Investment Banking Affiliates”), including, in the United States, BofA Securities, Inc. and Merrill Lynch Professional Clearing Corp., both of which are registered broker-dealers and Members of SIPC, and, in other jurisdictions, by locally registered entities. BofA Securities, Inc. and Merrill Lynch Professional Clearing Corp. are registered as futures commission merchants with the CFTC and are members of the NFA. Investment products offered by Investment Banking Affiliates: Are Not FDIC Insured • May Lose Value • Are Not Bank Guaranteed. ©2021 Bank of America Corporation. All rights reserved. 3656605 11-21-1445
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SUMMARY 09 04. CONGRESSMAN CHRIS PAPPAS LEADS THE CHARGE IN REPEALING NATION’S LARGEST EXCISE TAX On June 16, Congressman Chris Pappas (NH-01), a small business owner and Co-Chair of the bipartisan House Small Business Caucus, alongside Congressman Doug LaMalfa (CA-01), introduced the Modern, Clean, and Safe Trucks Act of 2022, bipartisan legislation to repeal the Federal Excise Tax (FET) on heavy trucks and trailers. This 12% FET is the highest percentage excise tax levied on any product in the country. 06. CONVENTION RECAP Over the past few days, NHADA members, partners, families, and friends all arrived at our annual convention, “Family Camp”, at Mill Falls at the Lake, a timeless all-seasons resort on Lake Winnipesaukee, New Hampshire. 09. PORTSMOUTH FORD’S JOHN SAWYER, JR. ELECTED BOARD CHAIR FOR NHADA 2022-2023, SAWYER SUCCEEDS JAY MCFARLAND, OWNER OF HAMPTON FORD-HYUNDAI The New Hampshire Automobile Dealers Association is excited to announce John Sawyer, Jr. as its new Chairman of the NHADA Board of Directors. 10. LEGISLATIVE RECAP 11. ENERGY PRICES SET TO SKYROCKET Since May of 2021, the energy markets have shifted from decade lows to decade highs. Heating oil, propane, natural gas and electricity have seen dramatic rises in costs over this time. 12. HELP WORKERS STAY SAFE WHEN CUSTOMERS GET HOSTILE Earlier this year, many employers in retail and hospitality - as well as those in other industries whose workers deal directly with customers - eased or lifted requirements for masking and physical distancing. 15. NO X-RAY ... NO PROBLEM Many members and injured workers have recently encountered what seems to be a common problem; presenting to urgent care and finding out there is not a radiology technician working that day. 17. LISA LAVOIE AND PATTI SMITH RETIRE FROM THE ASSOCIATION If you’ve ever called the association with questions regarding your membership or insurance plan over the last twenty years, chances are you know Lisa Lavoie or Patti Smith. 18. SCHOLARSHIPS 2022 It’s scholarship season, and the NHADA Foundation has awarded over $70,000 in scholarships to students pursuing careers in automotive through the Community College System of NH (CCSNH). 20. SCAM ALERT NHADA was alerted to a new scam that has shown up recently with New Hampshire businesses. Multiple NHADA members have encountered a scam involving purchasing parts over the phone by credit card. D R I V E 2
2022 NHADA OFFICERS CHAIR JOHN SAWYER JR. VICE CHAIR MARSHALL JESPERSEN TREASURER JEFF PLATEK SECRETARY SHAWN HANLON PRESIDENT PETER MCNAMARA 2022 NHADA DIRECTORS IMMEDIATE PAST CHAIR JAY MCFARLAND HEAVY DUTY TRUCK MARYBETH ALOSA FRANCHISED JIM BOYLE FRANCHISED VANESSA DELEGAS FRANCHISED TIM FOSS HONORARY PAUL HOLLOWAY INDEPENDENT USED CAR MIKE PHILLIPS INDEPENDENT REPAIR/SERVICE RON POIRIER NADA DIRECTOR DAVID HAMMER FRANCHISED/INDEPENDENT GEORGE MULLIN NEXTGEN DIRECTOR JESSICA TRASK ADVISORY DIRECTOR ROGER GROUX 18 ©2022 New Hampshire Automobile Dealers Association (NHADA) | The newsLINK Group, LLC. All rights reserved. Drive: NH is published six times each year by The newsLINK Group, LLC for the NHADAand is theofficial publication for this association. The informationcontained in thispublication is intended to provide general information for review, consideration and education. The contents do not constitute legal advice and should not be relied on as such. If you need legal advice or assistance, it is strongly recommended that you contact an attorney as to your circumstances. The statements and opinions expressed in this publication are those of the individual authors and do not necessarily represent theviewsof theNHADA, itsboardof directors, or thepublisher. Likewise, theappearanceof advertisementswithinthispublicationdoesnot constituteanendorsementor recommendationof any product or service advertised. Drive: NH is a collectivework, and as such, some articles are submitted by authors who are independent of NHADA.While Drive: NHencourages a first-print policy, in cases where this is not possible, every effort has been made to comply with any known reprint guidelines or restrictions. Content may not be reproduced or reprinted without prior written permission. For further information, please contact the publisher at 855.747.4003. 21. WHAT TO DO IN A DENTAL EMERGENCY Dental emergencies come in many forms, and some situations are more urgent than others. People are often hesitant to call their dentist when they’re experiencing a dental emergency, wondering if the situation truly warrants emergency dental care and if a treatment will be covered by their insurance plan. 23. OSHA TO PROPOSE NEW HEAT STRESS STANDARD AND IMPLEMENTS NATIONAL EMPHASIS PROGRAM. SOME NHADA MEMBERS (WILL) NEED TO COMPLY On April 8, 2022, the Occupational Safety and Health Administration (OSHA) announced a National Emphasis Program focused on heat hazards. 23. HEAT STRESS: WHAT IS IT AND HOW YOU CAN KEEP YOUR EMPLOYEES SAFE Workers who are exposed to extreme heat or work in hot environments may be at risk of heat stress. Exposure to extreme heat can result in occupational illnesses and injuries. 25. IT’S NOTHING, RIGHT? IT WILL JUST HEAL UP AND GO AWAY Everyone’s thought when they sustain a minor injury; from a “something got in my eye” to “it’s just a little cut,” our hope is always it will just get better, and we don’t need medical care 26. NEW MEMBERS 27. THANK YOU, 2022 NHADA PARTNERS! 28. BY THE NUMBERS N E W H A M P S H I R E 3
Congressman Chris Pappas Leads the Charge inRepealing Nation’s Largest Excise Tax Above, (L to R): Pete McNamara, NHADA President, Jim Lagana, Advantage Truck Group Dealer Principal, Congressman Chris Pappas, MaryBeth Alosa, New England Kenworth Dealer Principal and Bob Sculley, NH Motor Transport Association, discuss the federal excise tax and its effect on New Hampshire’s heavy truck industry. 4 D R I V E
REPEALING THE 12% FEDERAL EXCISE TAX (FET) ON HEAVY TRUCKS AND TRAILERS WILL HELP SMALL BUSINESSES, LOWER COSTS FOR CONSUMERS, ENCOURAGE EV ADOPTION, AND STRENGTHEN AMERICA’S SUPPLY CHAINS AND SHIPPING INFRASTRUCTURE. THE FET IS THE HIGHEST PERCENTAGE EXCISE TAX IN AMERICA, AND WAS ESTABLISHED MORE THAN 100 YEARS AGO TO PAY FOR WORLD WAR I. On June 16, Congressman Chris Pappas (NH01), a small business owner and Co-Chair of the bipartisan House Small Business Caucus, alongside Congressman Doug LaMalfa (CA-01), introduced the Modern, Clean, and Safe Trucks Act of 2022, bipartisan legislation to repeal the Federal Excise Tax (FET) on heavy trucks and trailers. This 12% FET is the highest percentage excise tax levied on any product in the country. “As a small business owner, I’ve seen firsthand just how challenging it can be to operate a business, especially when costs rise,” said Congressman Chris Pappas. “This is a time when we must do all we can to lower costs for small businesses and consumers and cutting the federal excise tax on heavy trucks and trailers will help America's Main Street economy grow, address supply chain challenges and shortages, and lower costs for essential items that families need like groceries and gas. Not only will cutting this tax help small businesses and ensure we can transport more goods across the country, but it will also facilitate the adoption of newer, safer, and greener trucks and reduce our dependency on foreign energy sources. I urge leaders in Congress to take up this bipartisan bill to provide immediate relief to small businesses and consumers alike.” “The Federal excise tax has outlived its original purpose by more than a century. Between Sacramento and Washington, truckers have dozens of regulations on emissions and safety to follow. However, at the same time, our tax code disincentivizes them from purchasing the most up-to-date trucks, with the Federal excise tax adding as much as $30,000 by itself. With American producers and consumers shipping more than ever, we should drop the burdensome tax preventing our truck drivers from having the most modern, highest technology, and safest equipment on the road,” said Congressman LaMalfa. Cutting this tax for New Hampshire small businesses will help entrepreneurs lower business costs, reduce prices that consumers pay, and get more energy-efficient, safer trucks onto the roads moving goods that families in New Hampshire need. We’re grateful for Congressman Pappas’s leadership in this space throughout his time in Congress, and we encourage members of Congress across the political spectrum to support this commonsense, bipartisan legislation. American Truck Dealers Chairman Scott McCandless said, “The American Truck Dealers (ATD) are very thankful for Congressman Pappas’ continued leadership to repeal the 12% FET on new trucks and help deploy cleaner, greener, and safer trucks, said Scott McCandless ATD Chairman and President of McCandless Truck Center. “Eliminating this outdated and punitive tax will spur turnover of our aging truck fleet and curb emissions. We must put an end to this tax that slows the deployment of new more environmentally friendly trucks.” Above, (L to R): Dan Bennett, NHADA V.P. of Government Relations and Environmental Affairs Specialist, Congressman Chris Pappas and NHADA Board Member MaryBeth Alosa, New England Kenworth Dealer Principal attending the American Truck Dealer’s annual legislative fly-in on June 21 in Washington D.C. to tackle the commercial truck industry’s most critical issues, including repealing the FET. In 2020, Congressman Pappas led 54 lawmakers to call on Congressional leadership to support America’s trucking industry and their workers, including a suspension of the 12% federal excise tax (FET) on the purchase of new heavy-duty trucks and trailers. He reiterated that call last summer, urging Congress to repeal the tax to help small businesses recover and help America’s truck fleets replace older heavy-duty trucks with newer, safer, greener trucks. N E W H A M P S H I R E 5
ConventionRecap This past June, NHADA members, partners, families, and friends all arrived at our annual convention, “Family Camp”, at Mill Falls at the Lake, a timeless all-seasons resort at Lake Winnipesaukee, New Hampshire. Although we’ve stayed at this resort before, this year was an event that featured many new activities such as the muchfavored tiki boat tour, pictured below. The first night, our guests boarded the nostalgic Mount Washington for a dinner cruise with breathtaking views of New Hampshire’s largest lake, perfect weather, and memorable sunset to end the night. Earlier in the night, we were greeted by Speaker of the House, Sherm Packard and Executive Councilor Joe Kenney. On day two, our campers embarked on their own activities choosing from several surrounding attractions, D R I V E 6
from beer and wine tasting to golf and soccer tournaments. Though we had rain, there was no shortage of smiles. The second and final evening was kickstarted by our Keynote Speaker, Durran Cage of Cage Automotive, an NHADA Bronze Partner. Just before dinner we were honored to hear from our guests: Dept. Of Safety Commissioner Bob Quinn, DMV Director John Marasco and Deputy DMV Director Mike Todd. Pete McNamara (NHADA President), John Sawyer Jr. (Portsmouth Ford, Inc), DMV Director John Marasco, NH Dept. Of Safety Commissioner Bob Quinn, Deputy DMV Director Mike Todd, Tim Foss (Northeast Auto Auction & Foss Motors), & Jay McFarland (Hampton Ford Hyundai) Before the night was over, our campers listened to two gut-busting performances by comedians David Rattigan and Mike McDonald. Family Camp concluded with a short ceremony highlighting our campers in a light-hearted award ceremony and gavel was handed over to NHADA’s new Chair, John Sawyer, Jr. of Portsmouth Ford. Dick Horan (Precision Imports) & Kaleena Guzman Camper Awards Best Tie Dye: Sean Skinner, Assurant Dealer Services Youngest Dancer on the Dance Floor: James DeLuca Auto Auction of New England Best Camper Ranger: Jay McFarland, Hampton Ford Hyundai Five-Hour Tour Award: Richard MacLeay, UVnGO Most Prepared for the Tiki Tour: Jeff Burditt, Quirk Auto Dealers of NH Best Makeshift Cooler: Dick Horan, Precision Imports Golf Awards Shortest Amount of Time on the Golf Course: Chris Platek (Betley Chevrolet), Jeff Platek (Betley Chevrolet), Richard DeFreitas (Chase Auto), Mike Taffaro (WMUR-TV/WMUR.COM NH) Men’s Longest Drive: Brad Heim, Brown & Brown Dealer Services Women’s Longest Drive: Tammy Mantie, NBT Bank Men’s Closest to the Pin: Chris Zaremba, Nancy Phillips Associates Women’s Closest to the Pin: Carrie Forbes, Nancy Phillips Associates Best Score: Carrie Forbes (Nancy Phillips Associates), Chris Zaremba (Nancy Phillips Associates), Sean Strizzi (Nancy Phillips Associates), Ron Poirier (Bob & Sons Automotive) Last Place: Brad Heim (Brown & Brown Dealer Services), Rich DeFreitas (Chase Auto), Tammy Mantie (NBT Bank), Roger Lovering (Lovering Auto Group) N E W H A M P S H I R E 7
Jeff Jospa (Cox Automotive), Steven Blackledge (Cox Automotive), Jessica Trask (Sunnyside Acura), and Ryan LeBrun (Sunnyside Acura) are all smiles despite the rain out on the course. Before our campers hit the road, an announcement was made that the NHADA will be making a matching donation of $10,000 to the newly established Scott M. Mullin Memorial Scholarship Fund. The family of Scott Mullin has established this endowed scholarship fund at Manchester Community College (MCC) to support students pursuing careers in the Powersports industry. Named after the longtime motorcycle enthusiast and racer, the Fund will provide need-based financial assistance to students enrolled in the Powersports program who aspire to work in the motorsports industry. Scott will forever be a member of the NHADA family, and his legacy will be carried out through impacting hundreds of students pursue a career in which he loved. If you are feeling compelled to donate to this cause, please do so via this QR CODE. https://givenhcc.org/manchestercommunity-college-honors-legacy-ofscott-mullin/ Family Camp would not have been as successful without our dedicated and supportive event sponsors. Next year’s convention will be held at the Mountain View Grand in Whitefield, NH June 25-27, 2023. If you have any questions regarding the event, please contact Kaleena Guzman, Major Events Manager at 603-224-2369 or at kguzman@nhada.com Did you camp with us this year? We’d love to know how we did, please take a 3-minute feedback survey, here: https://www.nhada.com/convention/ sponsors https://survey.hsforms. com/1ENa8bNLIT4GafxMgfy9Iig2vilx THE FIRST NIGHT, OUR GUESTS BOARDED THE NOSTALGIC MOUNT WASHINGTON FOR A DINNER CRUISE WITH BREATHTAKING VIEWS OF NEW HAMPSHIRE’S LARGEST LAKE, PERFECT WEATHER, AND MEMORABLE SUNSET TO END THE NIGHT. D R I V E 8
The New Hampshire Automobile Dealers Association is excited to announce John Sawyer, Jr. as its new Chairman of the NHADA Board of Directors. Sawyer is currently Vice President at Portsmouth Ford and has worked in the automobile industry since graduating from the University of New Hampshire. NHADA serves more than 500 member dealerships and repair shops throughout the state and is a critical voice in issues relative to the industry. “My family is deeply rooted in this business, and I am honored to step up to help lead the association into the future,” says Sawyer. “Although we work in a highly competitive industry, our members are also a family, working closely together on a variety of common-interest challenges such as workforce development. I’m ready to get to work.” Sawyer replaces outgoing chair Jay McFarland, owner of Hampton FordHyundai, who has served with NHADA in various ways for nearly 15 years. McFarland is a third-generation owner of an auto dealership and has brought great insight and experience to his role as Board Chair. “We like to refer to John and Jay as our Association’s Seacoast Connection, as both men have made great statewide contributions to our work,” explains Pete McNamara, President of NHADA. “With changes in technology, the regulatory environment, the economy and workforce, there’s a lot of work to do in our field. We are in good hands with John, and many thanks to Jay for his steady leadership as Board Chair.” Portsmouth Ford’s John Sawyer, Jr. Elected Board Chair For NHADA 2022-2023 SAWYER SUCCEEDS JAY MCFARLAND, OWNER OF HAMPTON FORD-HYUNDAI N E W H A M P S H I R E 9
2021 HB 522 Relative to Motor Vehicle Inspections for New Vehicles NHADA position: Oppose Status: Interim Study (carryover bill) and Inexpedient to Legislate HB 168 Requiring the adoption of innovative vehicle emissions standards pursuant to section 177 of the federal Clean Air Act NHADA Position: Study Commission Amendment Requested Status: Inexpedient to Legislate HB 224 Relative to Window Tint on Vehicles. NHADA Position: Oppose Status: Signed by the Governor HB 310 Relative to Original Equipment Manufacturers Repair Procedures- Scans & Calibrations used during collision repairs NHADA Position: Support Status: Inexpedient to Legislate HB 352 Relative to OHRVs on State Roadways NHADA Position: Monitor Status: Inexpedient to Legislate HB 461 Relative to motorcycle auxiliary lamping, and adding the New Hampshire Motorcyclists’ Rights Organization to the traffic safety commission. NHADA Position: Support Status: Signed by Governor HB 424 Establishing a Commission to Study Texting While Driving. NHADA Position: Support Status: Signed by Governor 2022 HB 1426 Relative to the Repeal of the Annual Vehicle Safety Inspection Program for non-commercial vehicles NHADA Position: Oppose Status: Inexpedient to Legislate HB 1474: Relative to the Month of Annual Inspections NHADA Position: Monitor & Oppose Legislative Recap DAN BENNETT V.P. OF GOVERNMENT RELATIONS AND ENVIRONMENTAL AFFAIRS SPECIALIST 10 D R I V E
Status: Inexpedient to Legislate, House non-concurred with the Senate Amendment SB 389 Relative to Mobile Service Garages and Relative to State Vehicle Inspections Stations NHADA Position: Support & Committee Amendments Requested Status: Pending Governor’s Signature HB 1464 Establishing a committee to study the feasibility and implementation of furthering electric vehicle adoption in New Hampshire NHADA Position: Support Status: Interim Study HB 1118 Establishing a commission to study OHRV use in the state and clarifying certain towing statutes NHADA Position: Support Status: Pending Governor’s Signature HB 1110 Relative to Windshield Tint Waivers NHADA Position: Support Status: Signed by Governor HB 1489 Relative to Vehicle Title Exemptions after seven years NHADA Position: Oppose Status: Inexpedient to Legislate SB 442 Relative to the Suspension of a Vehicle Registration for Evading Toll Collection NHADA Position: Support with NHADA Friendly Amendment Status: Signed by Governor HB 1554 Relative to online payment of fees relating to the operation of off-highway recreational vehicles and snowmobiles, and relative to grants administered by the bureau of trails for OHRV trail development and maintenance NHADA Position: Monitor Status: Signed by Governor HB 1498 Establishing a safety program for off-highway recreational vehicles and snowmobiles NHADA Position: Support Status: Interim Study HB 1675 Establishing a surcharge collected through E-Z Pass for electric vehicles as an alternative road toll NHADA Position: Monitor Status: Inexpedient to Legislate Since May of 2021, the energy markets have shifted from decade lows to decade highs. Heating oil, propane, natural gas and electricity have seen dramatic rises in costs over this time. Natural gas, which is the primary fuel source for electricity generation, has gone on an unprecedented tear driving up electricity prices in the region. New England’s fragile natural gas network causes severe strain on our electricity grid during peak winter months as the region cannot meet its natural gas requirements. This pushes up New England’s reliance on LNG (liquified natural gas) delivered by ship into Boston. This, along with low storage, record exports, and continuing global unrest abroad, affects New England’s electricity pricing, and this winter and beyond will be extremely expensive. Competitive Energy Services is NHADA’s endorsed provider of One-Stop Energy Management Services. For more information, please reach out to Larry Pignataro at 603-767-5321; or view their website at www.competitive-energy.com. The NHADA Electricity program was created to help members manage their electricity spending and there is no better time to join than now during this extreme market volatility. Energy Prices Set To Skyrocket! N E W H A M P S H I R E 11
Photos: kali9/iStockphoto; Geber86/iStockphoto; Juanmonino/iStockphoto; Fly View Productions/iStockphoto Earlier this year, many employers in retail and hospitality – as well as those in other industries whose workers deal directly with customers – eased or lifted requirements for masking and physical distancing. The move, based on updated federal guidance for preventing the spread of COVID-19, created anticipation among customers for a return to normalcy. For the workers who assist them, however, pre-pandemic life may not be so close at hand. As some experts see it, the immediate future for workers in customer-facing industries still includes the risk of stress and anxiety stemming from interactions with hostile patrons. “I don’t think it’s going to go away,” said Brian Mayer, a sociology professor at the University of Arizona and lead author of a recent study exploring pandemic-related stress among grocery store workers. “I think people are still readjusting to the world in terms of limited labor, limited access to goods, and so customers are still going to be stressed.” Although on-the-job stress can pose a safety hazard in occupations that don’t revolve around interaction with the public, Alicia Grandey, a professor of industrial- organizational psychology at Pennsylvania State University, believes workers employed in customer-facing industries take on an added layer of worry. “This is a really critical problem that our frontline workers are facing,” Grandey said, “and it just adds to the distress they have been facing for a long time.” ‘The customer is not always right’ Before the pandemic, many public-facing workplaces subscribed to the credo, “The customer is always right,” said Grandey, whose research includes the areas of workplace mistreatment and emotional labor. PSU researchers define emotional labor as “managing emotions during interactions to achieve professional goals and conform to work role requirements.” To Grandey, COVID-19 shifted the practicality of workers deferring to customers regardless of treatment. For one, the pandemic accelerated job insecurity amid the lost hours and pay that accompanied the lockdown phase during the spring of 2020. Then, upon returning to jobs that already carried a heightened Grandey Mayer By Kevin Druley, associate editor When customers get hostile HELP WORKERS STAY SAFE Reprinted from Safety+Health, Vol. 205, No. 6 • ©2022 National Safety Council D R I V E 12
risk of exposure to COVID-19, workers encountered amended roles. “Not only ‘service with a smile,’” Grandey said, “but also ‘enforce masks,’ which was kind of the opposite of ‘service with a smile’ given people’s reactions.” Over the past two-plus years, pandemic-driven customer hostility has assumed many forms – and has even taken to the skies. According to Federal Aviation Administration statistics for 2022, as of May 3, the agency has fielded more than 1,300 reports of unruly airline passenger behavior. Of those, more than 800 involved passenger hostility toward federal masking requirements. Mayer’s study surveyed more than 3,300 grocery store workers in Arizona. It found that high levels of interaction with potentially hostile customers triggered “high levels of mental health distress.” The study concluded that a feeling that they lack employer support could create a trickle-down effect on workers who are experiencing anxiety, depression and distress. “People are anticipating that these things are going to happen,” Mayer said. “But as you’re sort of thinking about, ‘Is this next person that’s going to come in the door or this next person that looks agitated at my register, if they’re going to threaten me, if they’re going to yell at me, that I’m going to have to do this on my own,’ that’s going to contribute to stress even if it doesn’t happen.” Grandey contends that, in the current environment, asking workers to deliver friendly service regardless of treatment may border on unethical. “Employers need to be letting employees know as a first step that they have their backs, that they will not tolerate customers who are abusive,” she said. “The customer is not always right, and when they are abusive, the employee has the right to say, ‘I will not be treated like that, and this conversation is over,’ and not be penalized for it.” Providing support and regularly checking in with workers about unpleasant experiences with customers can help employers protect the well-being and retention of frontline staff, Grandey added. “Asking employees, the ones who are interacting daily with customers, for input, that’s what helps them feel valuable, helps them feel safe and psychologically protected at work,” she said. “And they’re likely to have a good idea of the kind of interactions they’re going to have and the kinds of strategies that will and won’t work. Managers don’t have to have all the answers, but they do need to know what questions to ask.” What employers can do NIOSH recommends that employers provide training on strategies to recognize, avoid and respond to potentially violent situations. According to the agency, warning signs of violence include verbal cues (such as speaking loudly or swearing) and nonverbal cues (clenched fists, heavy breathing, a fixed stare and pacing). Steve Fabick is a Birmingham, MI-based psychologist whose areas of expertise include conflict resolution and stress management. He advises workers responding to violence or potential violence to be mindful not only of the individual, but also the situation. Feature at a Glance Pre-COVID-19 pandemic work life may not return as quickly for employees in customer-facing industries. As some experts see it, the immediate future for workers in grocery, retail, hospitality and similar sectors still includes the risk of stress and anxiety stemming from interactions with hostile customers. Key points • Over the past two-plus years, pandemic-driven customer hostility has assumed many forms. • NIOSH recommends that employers provide training on strategies to recognize, avoid and respond to potentially violent situations. . • “Early intervention is essential and requires a supportive, nonjudgmental approach,” the National Retail Federation says. “Acknowledge the customer’s concerns and give them an opportunity to vent before asking them to do something they might not like (for example, wear a mask).” ile Reprinted from Safety+Health, Vol. 205, No. 6 • ©2022 National Safety Council Continued on page 14 N E W H A M P S H I R E 13
“Acknowledge the context,” Fabick said. Workers also can keep from appearing harsh or judgmental by maintaining neutral eye contact and avoiding body language that may be construed as hostile, such as crossed arms or finger pointing. “When the aggressive person feels it’s not ‘you vs. me,’ and when they feel at all heard and acknowledged and even some degree of empathy, it increases their likelihood that they’re going to de-escalate and see, perhaps, other options rather than just, ‘I have to fight you and get through you to get what I need,’” Fabick said. NIOSH also recommends that workers report to managers or supervisors any perceived threats or acts of violence, and provide support to colleagues and customers if threatening or violent situations arise. “Early intervention is essential and requires a supportive, nonjudgmental approach,” the National Retail Federation says. “Acknowledge the customer’s concerns and give them an opportunity to vent before asking them to do something they might not like (for example, wear a mask).” Talk it through In a blog post on NRF’s website, Dave Young, co-founder and director of training for conflict-management firm Vistelar, says that customers may grow upset even in situations in which workers or employers follow proper de-escalation strategies. “We’re responsible for the process,” Young writes. “We’re not held accountable for the outcome, because the outcome is out of our control.” Still, experts say presenting a calm attitude while avoiding matching threats and giving orders can help increase the chances that customers don’t resort to violence. At the same time, workers should remain vigilant, acknowledging the customer’s feelings with “I” statements (One example: “I know this isn’t always easy”) and being mindful of each situation. Fabick called the approach “de-escalating in terms of your response, speaking softly but carrying enough of a stick – to use the old Teddy Roosevelt saying – that you’re not afraid to use a logical consequence and impose some sort of limitation.” To that end, NRF advises workers to ask hostile customers to step aside “and offer to let them discuss the problemwith amanager.” If the situation persists, request help from a co-worker, a supervisor or security and “divert the person to an area with fewer customers to prevent other people from escalating as well, and to keep everyone safe.” NIOSH recommends that workers not isolate themselves with a violent person, and to keep an open path to flee the situation. In the absence of security in the workplace or an employer policy that addresses the situation, the worker should call 911 if they’re in danger of bodily harm or being threatened, the agency says. In extreme cases, NIOSH advises retreating to a safe area – “ideally, a room that locks from the inside, has a second exit route, and has a phone or silent alarm.” ‘Focus on the employees’ Young writes that “the better trained your people are, the more the out-of-control situations are a rarity.” To Grandey, that notion can be reinforced by offering workplace safety and health programs that promote physical and mental well-being. Further, by having access to these resources, employees are more likely to feel physically and psychologically safe at work – and therefore more likely to stay in their job. When they don’t feel protected and supported, they’re more likely to leave. “I would encourage employers to remember that, because without your employees, you can’t serve those customers, and there’s plenty of customers out there,” Grandey said. “The ones that are abusive are still more rare than the ones that are respectful, at least from what I’ve seen. So we [need] to focus on the employees and keeping them safe.” Keep teen workers safe For teen workers, many of whom have jobs in retail or restaurants, dealing with hostile customers may be even more intimidating. NIOSH’s take: “Teens often lack work experience and their employers frequently do not provide training on workplace violence prevention, which benefits workers of all ages. Given that teens are still developing and maturing physically, cognitively and emotionally, they require workplace safety and health training, including training related to violence prevention that is tailored to their specific needs and circumstances. Also, young workers should not work alone, late at night and around cash. “It is important for employers to adhere to federal and state child labor laws that help protect young people from working in jobs that can harm their health or safety.” For more information, visit cdc.gov/niosh/topics/retail/ violence.html. Fabick Photo: ijeab/iStockphoto Reprinted from Safety+Health, Vol. 205, No. 6 • ©2022 National Safety Council Continued from page 13 D R I V E 14
Many members and injured workers have recently encountered what seems to be a common problem; presenting to urgent care and finding out there is not a radiology technician working that day. We can be quick to show our frustration and blame the center for poor staffing, but there is more to this than is assumed. Radiology technicians are in HIGH demand right now! Are your kids wondering about a career path? Healthrelated careers are always a good choice and right now radiology techs are in demand and are at times changing employers for pay and benefit increases. Not to mention COVID. We can blame almost everything on COVID, but in this case, for many folks nearing retirement or looking for a change, COVID was their motivator. While many technicians have moved on or out of the industry; we will catch up as programs are actively training future radiology technicians. We have heard from many members about this issue and at times some are making referral and treatment decisions based on this issue without calling us first. We always encourage a call to us prior to the injured worker seeking medical attention, but many members have become so versed in the process they no longer call. We understand your call to us may offer the same referral for the treatment plan you may have pursued without the call, but the call is about more than that. Reasons to call us prior to seeking medical treatment: • In the event of a life-threatening emergency always call 911 and follow up with us after emergency medical services have been initiated. • Your call to us to report an injury allows us to start our file and assist you prior to the arrival of paperwork. • There are so many options for medical care and the call to us may show that starting out with a specialty vs. an urgent care is the best plan as an example. • Members are part of our Windham managed care program, and treatment in most circumstances needs to be within the managed care network. • During this call we may gather other pertinent information about the injury that will assist our team in managing the claim. • Members can now submit the Employers First Report of Injury to us online; this call is a great way for us to introduce the process to you. Given the current situation with the lack of radiology technicians at some urgent care clinics, the call to us is very important for planning medical care. No X-Ray ... No Problem MARTA SILAKKA RN, BSN, CCM, COHN-S NHADA WCT NURSE CASE MANAGER Continued on page 16 N E W H A M P S H I R E 15
The title of this article, “No X-Ray … No Problem,” yes, that can be the case! Because of the current situation, this is the top reason to give us a call right now prior to assisting your injured employee in seeking medical treatment. • Not all injuries require x-rays. The common assumption is they do but in reality, providers are driven by their thorough medical exam to determine if an x-ray should be ordered or not. • The emergency room always has x-rays, right? Yes, that may be true, but it is not always the right choice for several reasons: • Emergency rooms are for emergencies – nonemergencies “clog” up the system and keep the flow of care from those needing it most. • Emergency room visits can cost up to 10 times more than an urgent care visit. • Emergency room wait times can be endless. This means time lost from work for the injured worker as well as their ride in some cases. • Emergency room visits often end without answers; many patients not in an emergency situation will be evaluated and referred back to their primary care providers or other care settings. • Emergency rooms lead to more lost time from work. Not only is there the time spent at the emergency room, but very often the provider will write the injured worker out of work rather than releasing them to light-duty pending their re-evaluation with an outside provider. To sum this one up; a simple medical-only claim can become a lost-time claim for you; which ultimately may affect your Experience Modification Rate and your rebate. • If the x-ray is necessary and there doesn’t happen to be a technician on duty; what happens? • Providers who temporarily do not have x-ray capabilities have a plan in place. It may be having the x-ray done at another location. This is OK. A short drive to another facility for the x-ray is far less of a burden time-wise and financially than a drive to the emergency room. • In the case of same-day treatment at two similar providers for the purpose of an x-ray doesn’t mean double the cost. The urgent care that assessed the injured worker will charge for the exam and the site used just for the x-ray will only charge for the x-ray. • The x-ray may be deferred to the next day; in this case, often the acute phase of the initial injury may have passed and a repeat exam shows the x-ray is no longer indicated. We are certainly experiencing some crazy times recently between COVID-19 to shortages of some necessary items to high gas prices; lack of a radiology tech doesn’t have to be a problem. This is one thing we can help fix or at least have a solution that will not mean increased medical costs or lost time from work. Remember; we are here to assist with all things workers’ comp; especially these little bumps in the road. We are constantly communicating with providers and by being kept up on what they are dealing with we can better assist our members in always being able to access the highest quality medical care for your injured workers. Give the claims team a call anytime at 603-224-2369; we are happy to help. Continued from page 15 WHAT DO DEALERSHIP TRANSACTIONS IN NEW ENGLAND LOOK LIKE? The Phillips Report is the only publication that specifically speaks to auto dealership transaction values, trends and trajectories in the New England and New York market areas. DOWNLOAD THE REPORT WWW.NANCYPHILLIPS.COM/BLOGS D R I V E 16
If you’ve ever called the association with questions regarding your membership or insurance plan over the last twenty years, chances are you know Lisa Lavoie or Patti Smith. Both employees made a tremendous impact on the association and the industry with their second-to-none customer service and innovation along the way. Lisa Lavoie started with the association in 2004 as a part-time administrative assistant, eventually becoming part of the Association’s administration as Relationship Manager in 2018. In her latest role, she worked to grow the Association to nearly 500 members, a 15% increase since the beginning. Along with recruitment, Lisa developed a retention program that kept members coming back year after year. Lisa’s close relationships with our members and partners were invaluable and her knowledge of the industry will undoubtedly be missed. Lisa was also crucial in developing the Auto Consumer Assistance Program (AutoCAP) and helped hundreds of New Hampshire car-buyers over her career at NHADA. In her retirement, Lisa runs her newly established business, “The Chick Click”, a woman’s empowerment group that participates in rotating events and activities around the state. We wish her the best of luck! Patti Smith started with the association in 2004 as a benefits specialist, eventually becoming the Director of Insurance in 2019. Patti provided customer support to association members with their employee benefits. She worked as a liaison between our members and the insurance companies. Patti was always available to ensure our members received the best customer service. Since Lisa and Patti’s departure, the NHADA has hired Betty Porath in the Insurance Department to aid with customer support and NHADA is currently rebuilding the Association’s Member Services department. If you have any questions, please contact me directly at pmcnamara@nhada.com or at 603-224-2369. Lisa Lavoie and Patti Smith Retire from the Association PETE MCNAMARA NHADA PRESIDENT Lisa Lavoie Patti Smith N E W H A M P S H I R E 17
It’s scholarship season, and the NHADA Foundation has awarded over $70,000 in scholarships to students pursuing careers in automotive through the Community College System of NH (CCSNH). The demand for auto technicians is at an all-time high, and we are competing with other industries whose demand is even higher. But what sets us apart in the competitive labor market is the tried-and-true model the NHADA has built over the years. The association as a whole, through the efforts of our members and partners, continues to support a model of workforce development that shows students a defined pathway and provides a support system to ensure success in the industry. Scholarships are one of the ways we can ease the financial burden for future techs to get the training and education needed to keep the workforce strong. The NHADA scholarships are made possible by various events throughout the year, such as our Drive for a Tech Golf tournament and our Big Raffle. These events raised over $175,000 to support scholarships and other NHADA Foundation initiatives. This would not be possible without the generous contributions and participation of our NHADA members and partners. The Exeter New Scholarships 2022 Car Dealers Association has also made significant contributions to the scholarship fund. This June, the scholarship committee reviewed 51 applications from graduating seniors and first-year CCSNH college students. Each graduating senior received a $1,500 scholarship, and each college student received a $1,000 scholarship. Congratulations to the following scholarship recipients: • Ibrahim Abbas • William Adams • Madison Andrews • Tyler Baron • Sebastian Batista • Ryan Belkus • Ryan Benzevich • Holden Burke • Tyler Busby • Jeremiah Champlin • John Collins • Zachary Cook • Colby Delaney • Nicholas DiPiero • Ryan Donaldson • Cody Eastman • Justin Filteau • Brett French • Austin Godin • Domenic Governanti • Ryan Hoelzel • William Hollister • Isabella Holmes • Daniel Jepson • TJ Jon • Joseph Kane • Brady LeClair • Gabriel Loui • Christian Matthew • Alyssa Merrill • Jacob Merrill • Owen Merrill • Michael Miller • Alex Morrill • Anthony Perez • Josiah Pero • Jacob Pinard • Mason Rogers • Colby Rousseau • Hunter Russell • Christopher Ryan • Dominick Saunders • Bryan Sisneroz • Andrew Steele • Adam Tavarez • Tyler Thompson • Gregory Tilton • Sean Tracy • Nolan Weiner • Cody Winchell • Aftab Zaman D R I V E 18
“I want to have a long, successful career in the automotive industry enough so that I can learn for years to come and raise a family,” says scholarship recipient Sean T. “This scholarship will help me tremendously in my path to be successful in the automotive field. Thank you, everyone from the NHADA, for your time and consideration in providing the opportunity of this scholarship.” • Owen Merrill • Josiah Pero • Mason Rogers • Matthew Smith • Gregory Tilton • Daniel White • Tyler Busby • Nolan Weiner • Andrew Steele This year at our Big Raffle, McFarland Ford won the grand prize of $25,000 and donated it back to the Foundation. To honor this generous donation, the Foundation established a Ford ASSET scholarship program. Each student who applied and is attending the Ford ASSET program will receive a $1,000 scholarship this year, and the remaining funds will be available for students applying next year. Congratulations to the following McFarland Ford scholarship recipients: We will be heading out on our Summer Scholarship Tour over the next few weeks to hand-deliver scholarships to the lucky recipients. Follow us on social media to see where we go! N E W H A M P S H I R E 19
NHADA was alerted to a new scam that has shown up recently with New Hampshire businesses. Multiple NHADA members have encountered a scam involving purchasing parts over the phone by credit card. This is how the scam is performed: • A person calls and orders parts over the phone with a local name and address. • The next day, a call is received to cancel the order and the person who requests a refund provides a different credit card than the one used to make the purchase. • The staff member usually isn’t aware that the original form of payment was a different card and processes the refund. • The original card provided turns out to be a dead or stolen/fraudulent card. • The business is then out the money because it refunded the purchase price to the second card. Some order totals have been $2,500 or more! NHADA encourages businesses to ask questions on all phone transactions; large orders, in particular, should sound the alarm. Remember, you are in control of the situation – try to slow down the process so you can check the valid credit card number. If there are any concerns, call and interview the intended purchaser prior to placing any orders. If a refund is requested, verify that the same card used to secure the purchase is the one being provided for the refund. Please contact NHADA at 603-224-2369 if you believe you are dealing with a scam or may have fallen victim to a scam. NADA Releases Updated Fraud Prevention Guide NADA recently added an update to A Dealer Guide to Preventing and Detecting Fraud to its suite of dealer educational products. Citing statistics indicating that a company will lose 5% of its revenues due to fraud and that the perpetrators are often the company’s own employees, the Driven guide’s authors, Dan Cheyney and Lewis Fisher of Moss Adams, LLP, provide a detailed overview of how fraud may occur in the various departments of a dealership. They describe the internal controls dealerships can institute to help prevent, detect, and correct fraud. The guide also examines related topics, including what to do if you discover fraud at your dealership and important insurance coverage considerations. ScamAlert D R I V E 20
Dental emergencies come in many forms, and some situations are more urgent than others. People are often hesitant to call their dentist when they’re experiencing a dental emergency, wondering if the situation truly warrants emergency dental care and if a treatment will be covered by their insurance plan. If you’re in severe pain, have a fever, or are experiencing swelling or bleeding that cannot be controlled, don’t delay contacting your dentist or visiting the hospital emergency room. Some problems can be life-threatening. Other problems may be less urgent but avoiding immediate dental care can cause greater problems down the road. Play it safe and get a proper consultation. What is a dental emergency? The American Dental Association defines dental emergencies as anything “potentially life-threatening and requiring immediate treatment to stop ongoing tissue bleeding [or to] alleviate severe pain or infection.” Life-threatening dental emergencies can include: • Uncontrolled bleeding – may be from trauma, accident, health condition, or other cause • Soft-tissue infections with intraoral or extraoral swelling that potentially compromises the patient’s airway. Be aware that tooth infections can spread into the soft tissues causing swelling without causing pain. • Trauma involving facial bones potentially compromises the patient’s airway. Other dental emergencies may not be life-threatening but will require urgent care. Some of these include: • Severe tooth pain from decay and/or dying pulp • Third molar/wisdom tooth pain • Pain from post-extraction surgery or dry-sockets • Abscesses or other infections causing pain and localized swelling What ToDo In a Dental Emergency • Objects caught under the gums or between teeth causing pain and/or swelling • Tooth chips, fractures, or lost fillings causing pain or trauma to the teeth, soft tissues, or both • Trauma to the teeth causing one or more teeth to become loose, displaced, or even lost • Orthodontic wires or other dental appliances becoming loose and cutting into the cheeks, gums, or both What are the causes of dental emergencies? Oral conditions such as tooth decay, gum disease, TMJ disorders, and large and older fillings contribute to the bulk of dental emergencies. However, multiple situations in daily life may accidentally lead to a dental emergency. Some examples include: • Playing contact sports • Work-related accidents • Car accidents • Falls during normal activities or recreational play • Eating something hard • Improper use of your teeth (e.g., ice chewing; opening bottles, packages, tough nuts; cutting tape; chewing pencils/pens; biting nails • Jaw joint pain or locking The longer that dental issues go untreated, the more likely that they may result in permanent damage to your teeth, or that they may warrant serious and expensive treatments. How to handle common dental emergencies Here are some tips on how to handle common dental emergencies: 1. Toothache A toothache may not necessarily require emergency care. However, toothaches should be taken seriously since they could be an indicator of a bigger issue or lead to greater dental problems if ignored. There can be many sources of tooth pain including dental decay, a cracked tooth, an infected tooth pulp, objects stuck between the teeth, gum disease, sinus infections, and more. If you have a toothache, always contact your dentist – they’ll be able to help determine if you need to be seen immediately. To deal with the pain of a toothache, try these tips: • Floss carefully to remove any trapped food particles wedged between teeth that may be causing pain. • Rinse your mouth with warm saltwater. Add 1/2 tsp of salt to 8 oz. of warm water. • Take an over-the-counter pain reliever, such as acetaminophen. N E W H A M P S H I R E 21
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