New Hampshire DRIVE VOL. 5 | NO. 05 TIME AND ALLY FINANCIAL HONOR CONCORD DEALER AMANDA GRAPPONE OSMER
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New Hampshire VOL. 5 • NO. 05 PRESIDENT Dan Bennett, REM, IOM, CAE NHADA OFFICERS Marshall Jespersen, Chairman Jim Boyle, Vice Chairman Jeff Platek, Treasurer Shawn Hanlon, Secretary NHADA DIRECTORS John Sawyer, Jr., Immediate Past Chair MaryBeth Alosa, Heavy Duty Truck Vanessa Delegas, Franchised Tim Foss, Franchised Jason LaCroix, Franchised Mike Phillips, Independent Used Car Ron Poirier, Independent Repair/Service David Hammer, NADA Director George Mullin, Franchised/Independent Jessica Trask, Franchised Roger Groux, Advisory Director Mike Petell, Franchised/Motorcycle ©2023 New Hampshire Automobile Dealers Association (NHADA) | The newsLINK Group, LLC. All rights reserved. Drive New Hampshire is published six times each year by The newsLINK Group, LLC for the NHADA and is the official publication for this association. The information contained in this publication 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 the views of the NHADA, its board of directors, or the publisher. Likewise, the appearance of advertisements within this publication does not constitute an endorsement or recommendation of any product or service advertised. Drive New Hampshire is a collective work, and as such, some articles are submitted by authors who are independent of NHADA. While Drive New Hampshire encourages 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. 5 A Message From the President Our Commitment to Education and Training By Dan Bennett, REM, IOM, CAE, NHADA President 6 NADA Update By David Hammer NADA Director 7 TIME Dealer of the Year Winners and Nominees 8 A Message From the Chair Why it ALWAYS Pays to Buy From Yourself By Marshall Jespersen NHADA Chairman 9 NHADA is Excited to Announce the Transition to the New LMS Portal LearnUpon 10 TIME and Ally Financial Honor Concord Dealer Amanda Grappone Osmer Wins National Recognition for Community Service and Industry Accomplishments 13 National Powersports Dealer Association Reports on OEM Surcharges 14 27th Annual Drive for a Tech Golf Tournament A Great Day for All! By Kaleena Guzman, NHADA 16 How to Drive Higher Profit Margins at Your Dealership with F&I By Assurant Dealer Services, an NHADA Endorsed Diamond Partner 18 College and Career Day and More! 20 Second Injury Fund Reimbursement 23 Key Regulations NH Vehicle Dealers Must Follow for Title Applications By Dan Bennett, REM, IOM, CAE, NHADA President 24 Are You Aware of NHADA Insurance Benefits? 25 New I-9 Form for Employment Eligibility Verification By NADA 26 LotDrop Apparel: The Autumn Collection 28 By the Numbers 29 NHADA New Members 30 Thank You, 2023 NHADA Partners! CONTENTS 4
A MESSAGE FROM THE PRESIDENT According to the 2023 Membership Marketing Benchmark report by Marketing General Incorporated, two of the top three reasons companies join a trade association are to network with others in the field and learn best practices in their industry. This holds true for NHADA; we have long hosted several annual events and fundraisers and continue to provide an environment for automotive professionals to learn best practices. A boom in online learning material followed the pandemic, and learners have grown accustomed to accessing courses virtually in addition to attending them in person. To meet this demand, NHADA offers recorded versions of our webinars available “on-demand.” Recently, we have expanded upon this and will be offering our members access to our “NHADA Academy.” Some of the first courses and curriculums available on the new platform will include OSHA-required safety training specific to the automotive industry. For more information on this platform, please turn to page 9. The decision to invest in a new learning management system was motivated by our three-year strategic plan. Amongst several other bullet points, workforce support and advocacy, to name a few, include education and training. We are committed to making professional development content accessible and will leverage our partnerships to create new material. OUR COMMITMENT TO EDUCATION AND TRAINING BY DAN BENNETT, REM, IOM, CAE UPCOMING NHADA EVENTS 1. Business Conference & Partner Expo Spring 2024 2. Annual Convention June 23-25, 2024, at Mill Falls at the Lake, Meredith, NH UPCOMING TRAINING 1. Hazardous Materials Certification (Rolling Enrollment) 2. Keeping the FTC out of Your Showroom (Available On-Demand) 3. Warranty Reimbursement: Ignite Your FixedOps Profitability (Available On-Demand) 5
NADA UPDATE As a true mark of excellence, the TIME Dealer of the Year award recognizes exceptional performance and outstanding community service that is an inspiration to us all. By presenting this annual award, TIME, Ally and NADA honor newcar dealers across America and their tireless efforts to improve their communities and the world around them. This year, NHADA has nominated Amanda Grappone Osmer to take the stage among 49 dealer nominees at the 107th annual NADA Show in Las Vegas in hopes of being named the TIME Dealer of the Year award winner. Osmer is the fourth-generation steward of Grappone Mazda in Concord, New Hampshire. With deep roots in the Concord area, Osmer and the Grappone family have contributed greatly to the local community. To read the full press release on her nomination, please turn to page 10. Congratulations, Amanda! BY DAVID HAMMER NADA DIRECTOR We know the New England market and it's most qualified buyers and sellers. Thinking about buying, selling or determining the value of your dealership? SALES - ACQUISITIONS - EVALUATIONS Nancy Phillips President np@nancyphillips.com Carrie Phillips Forbes VP of Dealer Services carrie@nancyphillips.com Nancy Phillips Associates can help you determine the best course of action and guide you to success. 6
TIME DEALER OF THE YEAR WINNERS AND NOMINEES PAUL HOLLOWAY 2004 ANDY CREWS 2015 WINNERS NOMINEES 1999..................Frank Brady 2000..................David Allen 2001..................Dan Prior 2002..................David Philipkoski 2003..................Gerard Montembeault 2004..................Paul Holloway 2005..................Laurence D. Foss 2006..................Robert J. Grappone* 2007..................Peggy A. Proko* 2008..................John C. Lambert 2009..................Kenneth R. Plante 2010..................Richard M. Lovering Jr. 2011..................Susan McFarland Moynahan 2012..................Donna Gaudet Hosmer 2013..................William Weiss 2014..................Roger Groux 2015..................Andy Crews 2016..................Marshall Jespersen 2017..................Emmett Horgan 2018..................Bill Fenton* 2019..................David Hammer 2020..................Paul Gaudet Sr. 2021..................Michael Kopp 2022..................Jeff Platek 2023...................Mark Tulley 2024...................Amanda Grappone Osmer 1973..................Gordon Wentworth 1974..................Maurice Grant 1975..................Francis Costello 1976..................Hugh Gallen 1977..................Donald MacMulkin 1978..................Arthur Brady 1979..................Guenter Mathoni 1980..................Vincent Tulley 1981..................John Gauthier 1982..................Arthur Dobles 1983..................Neil McGreevy 1984..................Jay Edwards 1985..................Philip Cross 1986..................John Gauthier 1987..................Frank Yanco 1988..................Paul J. Holloway 1989..................William Dube 1990..................Joseph Lindsey 1991..................Eddie Cantin 1992..................David Banks 1993..................John Grappone 1994..................Allen Mello 1995..................Archie Burnett 1996..................Jack Tulley 1997..................Thomas Fiermonti 1998..................JoAnne Whitticom * Finalist TIME DEALER OF THE YEAR WINNERS AND NOMINEES PAUL HOLLOWAY 2004 ANDY CREWS 2015 WINNERS NOMINEES 1999..................Frank Brady 2000..................David Allen 2001..................Dan Prior 2002..................David Philipkoski 2003..................Gerard Montembeault 2004..................Paul Holloway 2005..................Laurence D. Foss 2006..................Robert J. Grappone* 2007..................Peggy A. Proko* 2008..................John C. Lambert 2009..................Kenneth R. Plante 2010..................Richard M. Lovering Jr. 2011..................Susan McFarland Moynahan 2012..................Donna Gaudet Hosmer 2013..................William Weiss 2014..................Roger Groux 2015..................Andy Crews 2016..................Marshall Jespersen 2017..................Emmett Horgan 2018..................Bill Fenton* 2019..................David Hammer 2020..................Paul Gaudet Sr. 2021..................Michael Kopp 2022..................Jeff Platek 2023...................Mark Tulley 2024...................Amanda Grappone Osmer 1973..................Gordon Wentworth 1974..................Maurice Grant 1975..................Francis Costello 1976..................Hugh Gallen 1977..................Donald MacMulkin 1978..................Arthur Brady 1979..................Guenter Mathoni 1980..................Vincent Tulley 1981..................John Gauthier 1982..................Arthur Dobles 1983..................Neil McGreevy 1984..................Jay Edwards 1985..................Philip Cross 1986..................John Gauthier 1987..................Frank Yanco 1988..................Paul J. Holloway 1989..................William Dube 1990..................Joseph Lindsey 1991..................Eddie Cantin 1992..................David Banks 1993..................John Grappone 1994..................Allen Mello 1995..................Archie Burnett 1996..................Jack Tulley 1997..................Thomas Fiermonti 1998..................JoAnne Whitticom * Finalist 7
BY MARSHALL JESPERSEN NHADA CHAIRMAN WHY IT ALWAYS PAYS TO BUY FROM YOURSELF I hope this letter finds you in good health and high spirits. I write to you today to underscore an issue of paramount importance that binds us all — the vitality and prosperity of our shared trade. Over the years, our association has thrived on the collective strength of our community. We have weathered economic downturns, navigated the complexities of rapidly changing technology and have always come out stronger. One of the core tenets of our resilience has been our shared commitment to support one another. By buying from within our association’s service corporations, we are making an investment, not just in the present but in the long-term future of our collective endeavors. Apart from the primary benefits of your membership, some of which include events and professional development, government advocacy and support with licensing and regulatory issues, you also have access to various products at highly competitive rates. By investing in any of the following options for your business, you are supporting the operations of NHADA and, in turn, the long-term success and growth of our entire industry. It pays to buy from yourself! SERVICES: 1. NHADA Workers’ Compensation Trust 2. Health Insurance and Employee Benefits Programs 3. NHADA Products: forms, business supplies, promotional goods and apparel via LotDrop.com Every time you choose to transact with one of the above companies, you are directly contributing to the association’s ability to fund and further our initiatives. This influx of resources aids in our powerful government advocacy, providing a voice for our concerns and aspirations at the policy level. Moreover, these funds bolster our workforce development programs, ensuring we continue to develop a pipeline of highly skilled and educated individuals pursuing a career in the automotive industry. Furthermore, the sustainability of our workers’ comp, health insurance and products divisions greatly depends on the strength of our internal economy. These divisions are vital for our daily operations, and they play a significant role in ensuring that our workforce remains protected, healthy and equipped to deliver the best to our valued members. In essence, by choosing to buy from our association’s service corporations, you are championing a cycle of mutual benefit. This solidarity not only reinforces our shared objectives but also fortifies the bonds that have kept our association strong for so many years. Let’s continue to support one another, for in doing so, we are paving the way for a brighter, more prosperous future for all members of the New Hampshire Automobile Dealers Association. Thank you for your unwavering commitment to our association and each other. Let’s stay united and continue to “Drive New Hampshire Forward!” A MESSAGE FROM THE CHAIR 8
Since 2015, NHADA has provided low-cost, industry-specific, OSHA-required, time-of-hire training on our LMS portal Traincaster. The low cost was to ensure that price not be a deterrent to conducting this important training. Since that time, NHADA has absorbed four different price increases, resulting in the program running near the red. As the cost of Traincaster has increased and our usage has grown, we have looked for alternative options and found that there is an excellent vendor, LearnUpon, that provides a superior, more modern product at a comparable cost. We moved to this new learning management system (LMS) platform on Dec. 1, 2023. We will be contacting you directly to provide the necessary information to make the transition with us. The new platform is incredibly user-friendly, so we expect a smooth changeover process. Also, effective as of Dec. 1, there is a new pricing structure representing our first increase since the program was implemented. Included in the new pricing are bulk discounts to maintain affordability when training a large number of employees. The new pricing is as follows: • Any single training (except forklift) – $15 • Non-Technician Curriculum (Fire Safety/Emergency Evacuation and Bloodborne Pathogens) – $25 • Technician Curriculum (All of the above, plus Hazard Communication Training and Automotive Lift Safety) – $30 • Forklift Safety (with wallet certificate) – $25 Bulk discounts are offered for annual OSHA refresher training: • 5-10 trainees – $15 • 10+ trainees – $12.50 We want to thank you for utilizing our online training platform and your commitment to employee safety. We look forward to your continued participation as we transition to our new training platform. Keep your eye out for more info shortly. If you have any questions, please contact Brian Duplessis at bduplessis@nhada.com or (603) 224-2369. NHADA is Excited to Announce the Transition to the New LMS Portal LearnUpon 9
TIME AND ALLY FINANCIAL HONOR CONCORD DEALER Amanda Grappone Osmer Wins National Recognition for Community Service and Industry Accomplishments The nomination of Amanda Grappone Osmer, fourth-generation steward of Grappone Mazda in Concord, New Hampshire, for the 2024 TIME Dealer of the Year award was announced by TIME. Osmer is one of a select group of 49 dealer nominees from across the country who will be honored at the 107th annual National Automobile Dealers Association (NADA) Show in Las Vegas, Nevada, on Feb. 3, 2024. The TIME Dealer of the Year award is one of the automobile industry’s most prestigious and highly coveted honors. The award recognizes the nation’s most successful auto dealers who also demonstrate a long-standing commitment to community service. Osmer was chosen to represent the New Hampshire Automobile Dealers Association in the national competition — one of only 49 auto dealers nominated for the 55th annual award from more than 16,000 nationwide. “By far, the most rewarding part of my career has been helping to build a culture that puts team members first,” nominee Osmer said. “Every pay plan, job description, policy or procedure has the potential to lift our team up and remove barriers that prevent team members from reaching their potential.” A 1998 graduate of the University of New Hampshire in Durham, where she received a B.A. in Humanities, Osmer also earned an M.A. in Organizational Leadership from Plymouth State University in Plymouth, New Hampshire, in 2022. Osmer’s great-grandparents, Rocco and Emanuela Grappone, were Italian immigrants who opened a gas station in Concord in 1924. Her grandfather, John Grappone, worked for 79 years to help expand that single business into the Grappone Automotive Group, which today encompasses five New Hampshire dealerships representing Ford, Honda, Hyundai, Mazda and Toyota, as well as one of northern New England’s largest wholesale parts operations. “From a very young age, I wanted to spend time with my grandfather at work,” Osmer said. “He was also my neighbor, and even though he was a well-known car dealer who could have driven any car off the lot, he famously walked 3.5 miles to his Ford store each day, a route that took him past our house.” One day, she accompanied him on his trek to John Grappone Ford in Bow, New Hampshire, and was enamored with the entire Grappone experience. She started working in the dealership at age 16, filing, delivering mail and picking up summer afternoon ice cream orders. After college, Osmer apprenticed with Mazda and Toyota technicians and eventually moved into sales, parts and service, gaining an understanding of the entire dealership operation from the ground up. To prepare for future management roles, Osmer completed leadership training through Chrysler and at the NADA Academy. She spent two years as a sales consultant for Lexus of Marin in San Rafael, California, to observe the workings of a publicly held dealership. All of her education and experiences helped Osmer shape her management philosophy of building lifelong relationships with team members, guests and the community by serving with integrity, kindness and respect. She was asked to share this leadership ideology at a TEDx conference in 2014. Osmer incorporates her principles into the day-to-day management of the Mazda store. When building the new Retail Evolution dealership in 2023, she included a second-floor gathering space that is open to community groups free of charge. Called the Kintsugi Room, it is a meeting space designed to bring out creative and collaborative ideas that will make New Hampshire a better place. In 2018, she also instituted Leadership Grappone, a nine-month team member leadership intensive that is open to any team member. “The program teaches mindfulness, interpersonal communication skills and techniques designed to help participants be more resilient and thoughtful in their personal and professional interactions,” she said. The experience is capped off with a physical challenge event such as an overnight hike or a half marathon. An important voice for car dealers and the auto industry, Osmer has served 10
ABOUT TIME TIME is the 100-year-old global media brand that reaches a combined audience of over 120 million around the world through its iconic magazine and digital platforms. With unparalleled access to the world’s most influential people, the trust of consumers and partners globally, and an unrivaled power to convene, TIME’s mission is to tell the essential stories of the people and ideas that shape and improve the world. Today, TIME also includes the Emmy Award®-winning film and television division TIME Studios; a significantly expanded live events business built on the powerful TIME100 and Person of the Year franchises and custom experiences; TIME for Kids, which provides trusted news with a focus on news literacy for kids and valuable resources for teachers and families; the award-winning branded content studio Red Border Studios; an industry-leading web3 division; the website-building platform TIME Sites; the sustainability and climate action platform TIME CO2; the new e-commerce and content platform TIME Stamped, and more. ABOUT ALLY FINANCIAL Ally Financial Inc. (NYSE: ALLY) is a financial services company with the nation’s largest all-digital bank and an industry-leading auto financing business, driven by a mission to “Do It Right” and be a relentless ally for customers and communities. The company serves more than 11 million customers through a full range of online banking services (including deposits, mortgage, point-of-sale personal lending and credit card products) and securities brokerage and investment advisory services. The company also includes a robust corporate finance business that offers capital for equity sponsors and middle-market companies, as well as auto financing and insurance offerings. For more information, please visit www.ally.com and follow @allyfinancial. on the New Hampshire New Motor Vehicle Arbitration Board (appointed by the Governor and Executive Council) and is currently a member of the Ford Motor Company Global Dealer Roundtable. “I’m in my third year of service with this esteemed group and it has been rewarding to learn from my fellow dealers from all over the world,” she said. “I led a team from France, Mexico, India and the United States on a project related to Technician recruitment and retention, and Ford immediately enacted some of our suggestions across its U.S. network.” With such deep roots in the Concord, New Hampshire, area, Osmer and the Grappone family have contributed greatly to the local community. She is most proud of co-founding the Dewey School, a nature-based preschool located on the grounds of the Canterbury Shaker Village in Canterbury, New Hampshire. “We have served more than 140 children and families across New Hampshire since 2018. Our school blends nature, play and collaborative learning into its curriculum,” she said. “We committed Grappone resources to create this learning experience that instills autonomy, confidence and a love of nature in our youngest citizens.” Osmer has lent her time and talent to numerous boards and committees, including New Hampshire Public Broadcasting Service; Take the Wheel NH; New Hampshire Charitable Foundation; New Hampshire Council for Thriving Children and New Hampshire Scholars, to name a few. Continued on page 12 11
And she encourages her team to get involved in community outreach and offers each team member a paid day for volunteering at a local nonprofit, as well as providing a $250 donation from the dealership to the organization in the team member’s honor. Other groups that she supports include the Crisis Center of Central New Hampshire (Walk a Mile in Their Shoes fundraiser); Boys & Girls Clubs of Central New Hampshire; Lakes Region Conservation, Gregory J. Grappone Humanities Institute at Saint Anselm College and Beverly D. Grappone Hall at NHTI-Concord’s Community College (home to the school’s nursing program), to name a few. For her good works, Osmer has received numerous awards and recognitions, most recently the 2023 Greater Concord Chamber of Commerce Business Leader of the Year. Dealers are nominated by the executives of state and metro dealer associations around the country. A panel of faculty members from the Tauber Institute for Global Operations at the University of Michigan will select one finalist from each of the four NADA regions and one national Dealer of the Year. Three finalists will receive $5,000 for their favorite charities, and the winner will receive $10,000 to give to charity, donated by Ally. In its 13th year as the exclusive sponsor, Ally will also recognize dealer nominees and their community efforts by contributing $1,000 to each nominee’s 501(c)3 charity of choice. Nominees will be recognized on AllyDealerHeroes.com, which highlights the philanthropic contributions and achievements of TIME Dealer of the Year nominees. “At TIME, we are proud to uphold the decades-long tradition of honoring automotive dealers who make a positive impact and show dedication to their communities through our TIME Dealer of the Year award,” said TIME CEO Jessica Sibley. “We are excited to keep this tradition of applauding these community contributions together with our partners at Ally.” Doug Timmerman, President of dealer financial services, Ally, said, “Auto dealers nominated for the TIME Dealer of the Year award have demonstrated an unwavering commitment to not only the industry but to their respective communities through volunteerism, sponsorships and supporting charitable causes, no matter the market climate. Whether their clients are purchasing a first car or upgrading for a growing family, these selected dealers have successfully extended their relationships beyond the showroom and have been steadfast in driving their communities forward.” Osmer was nominated for the TIME Dealer of the Year award by Dan Bennett, President of the New Hampshire Automobile Dealers Association. She and her husband, Thomas, have three children. WE WANT TO FEATURE YOU IN OUR NEXT ISSUE OF DRIVE NEW HAMPSHIRE Please reach out to us using this link: https://hipaa.jotform.com/223126815152146. We can’t wait to hear from you! 12
NATIONAL POWERSPORTS DEALER ASSOCIATION REPORTS ON OEM SURCHARGES In March of this year, the National Powersports Dealer Association (NPDA) issued a Position Statement calling for the end to OEM Surcharges put in place during the COVID-19 pandemic. Written on behalf of the organization by Board Member Mark J. Sheffield, the statement can be found by scanning the QR code. https://www.npda.org/_files/ugd/f1e82a_ 4cb6046a1b3c48a59f7f69b53206f8aa.pdf NPDA FOLLOW-UP STATEMENT ON OEM SURCHARGES The powersports industry operates within a framework that is far from a zero-sum paradigm. Collaborative efforts between Dealers and Manufacturers hold the potential for achieving remarkable outcomes. It is imperative that neither party approaches this collaboration with apprehension over perceived territorial losses, fearing the advancement of the other. During the apex of the pandemic, the justification for incremental costs tied to commodity prices and freight expenses was evident. However, as cost normalization took effect, these supplementary surcharges persisted. Regrettably, these incremental costs evolved into a source of contention among both consumers and dealerships. As the unified voice of dealers, the NPDA assumes the responsibility of soliciting and aggregating feedback from its esteemed members, subsequently discerning the issues that warrant concerted attention. The onset of 2023 witnessed a notable influx of discourse within our membership regarding OEM surcharges. Consequently, The National Powersports Dealer Association (NPDA) was founded in 2021 to help the franchised and independent powersports dealers through special services, products, programs, education and advocacy of dealer views and concerns to create a professional, successful and profitable industry. If you have any questions, please contact the Organization Director, Darris Blackford, at info@npda.org or (614) 560-7010. the NPDA elected to prioritize this matter, issuing a resolute stance that the era of surcharges should come to an end. It is with genuine appreciation that the NPDA extends its public commendation to Yamaha Motor Corporation and BRP for their pioneering role in the industry, marked by their decision to eliminate surcharges for the forthcoming year, 2024. This decisive action is poised to yield benefits for all stakeholders involved: consumers, dealers and manufacturers. The NPDA firmly believes that adept sales personnel will harness this opportunity to drive increased sales for these esteemed brands. Although tardiness seldom aligns with trends, there remains ample time to rectify the situation. The NPDA emphatically urges the remaining manufacturers to emulate this positive trajectory by rescinding surcharges for the upcoming year, 2024. The discerning consumer base has grown weary of incremental charges eroding the value of each purchase. For the manufacturers who have not yet rescinded surcharges, choosing unwisely in this matter would invariably lead to a competitive disadvantage throughout the remainder of the present model year. NPDA Position Statement, featuring Lead Author & Board Member Mark J. Sheffield. 13
27TH ANNUAL DRIVE FOR A TECH GOLF TOURNAMENT A Great Day for All! BY KALEENA GUZMAN, NHADA What an extraordinary day it was at the Drive for a Tech Golf Tournament! There were some remarkable golfing skills, shared laughter and camaraderie and, most importantly, members and partners coming together to support a cause that means so much to everyone: the growth of the automotive workforce in New Hampshire through scholarships awarded by the NHADA Foundation. We want to take a moment to express our heartfelt gratitude to those who made this day possible. First and foremost, to our incredible sponsors, specifically Auto Auction of New England, our Prime Sponsor. Our sponsors’ generosity and unwavering commitment to the cause fueled the event. Their support is not only appreciated but absolutely crucial to achieving our mission. We would also like to extend our deepest thanks to all our members and partners who joined us on the course. Your enthusiasm and dedication are the driving force behind our success, and it’s a testament to the strength of our Association that we can come together like this. 14
Now, let’s get to the exciting part — the announcement of our tournament winners: CHALLENGE WINNERS Closest-to-the-Pin: $25 Pro Shop Credit Blue #3 Scott O’Connell, Best Ford #16 Eric Pothier, Henry’s Collision Center Longest Drive: $25 Pro Shop Credit #1 Tom Aragona, Merchants Auto #17 Shaynn Mahan, Clean Harbors Environmental Services Putt the Par Contest: $50 Pro Shop Credit Nick Dugan, Ballard Trucks Vegas Card: $50 Pro Shop Credit CJ Fitzwater, Northeast Auto Auction OVERALL GOLF 1st Place Team: $100 Pro Shop Credit Jim Bouley, Dennehy & Bouley Jackson Bouley, Dennehy & Bouley 2nd Place Team: $75 Pro Shop Credit Jodie Hittle, Northeast Delta Dental Scott Lavallee, Northeast Delta Dental Jeff Golojuch, Northeast Delta Dental Mike Collette, Northeast Delta Dental 3rd Place Team: $50 Pro Shop Credit Scott O’Connell, Best Ford Matt Critz, Best Ford Tom Sullivan, Best Ford Matt Para, Best Ford RAFFLE ITEMS Gift 1: Cigar Bundle Jeremy Seeley, Grappone Automotive Gift 2: Whiskey Bundle Rick Ottino, Aftermarket Specialists Gift 3: Cooler Party Pack Ryan Pooler, Henry’s Collision Center Gift 4: Spa & Wellness Bag Joe Wentworth, Merchants Auto Thanks to your participation in our tournament, we’re one step closer to awarding $65,000 in scholarships each year and helping students pursue a future in the automotive industry. Let’s continue to drive change, nurture talent and pave the way for a brighter future in the automotive industry. Thank you all once again, and here’s to another successful Drive for a Tech Golf Tournament next year! 15
HOW TO DRIVE HIGHER PROFIT MARGINS AT YOUR DEALERSHIP WITH F&I BY ASSURANT DEALER SERVICES, AN NHADA ENDORSED DIAMOND PARTNER In the past year, in a review article, Automotive News noted that new vehicle sales and F&I profitability were higher than what was originally predicted at the start of the year. As the article analyzed the trends that influenced this betterthan-anticipated outcome, a broadening interest in education, online F&I research and growing F&I training programs were all factors cited. There’s no question that consumers are more informed than ever, with most auto shoppers conducting online research ahead of making their purchase decision. Your customers may already know the model, options and paint color they want before visiting your dealership. And that means your customer experience has already begun and could extend to the F&I products you count on to drive up your margins, too. As online and in-store interactions come to drive a complete customer experience with your dealership, many F&I teams are evaluating the role of digital retailing when it comes to F&I product sales and how to train F&I staff to drive profits in the hybrid world of digital and human-driven sales. Our team of experts has shared a few tactics that could help your team combine the online and instore customer experience to increase dealership profit margins. 4 TIPS FROM OUR TEAM OF EXPERTS 1. Provide F&I Product Information Online To Increase Attachment Rates Given the critical role F&I products play in car dealership profit margins, it makes sense for them to be a central focus of the car sale throughout the process. Rather than wait until closing the sale to talk about F&I, let customers research your F&I options on your website as they shop. Studies show that customers who research F&I products during the pre-buying process have higher attachment rates at the end of a sale. By being able to conduct F&I research on your own website, buyers will be more prepared to purchase both a vehicle and F&I products once they come into your dealership. The Assurant Digital Engagement Toolkit can help you provide downloadable F&I product information, including easy-to-understand videos in English and Spanish that can make the value of protection products more accessible for your customers. 2. Ask Lifestyle Questions To Build a Dialogue Around the Need For F&I Products These questions promote active listening and can help your F&I team better understand and drive the customer’s needs so you can position F&I as a relevant solution to potential problems instead of another product to buy. It’s important for the owner of a vehicle to picture themselves or their family in a situation where the products would benefit them. Questions to ask could include: • “How many miles a year do you usually drive?” Discovery questions help determine which products and what level of protection best suit the customer’s needs. • “What technology feature on this new car excites you the most?” This sets up a discussion about the high level of technology inside the car and the urgency to protect against the high cost of repairs or replacement of that tech. • “Where do you plan on taking your first trip in your new car?” No one wants to break down away from home. This helps you explain the benefit of nationwide protection and included roadside assistance in protection products. 16
• “Do you have room in the garage for the new car? Where do you normally park?” This can help you determine the need for environmental protection, GAP or a theft deterrent product. 3. Build an Understanding of Maintenance and Repair Costs According to an Assurant study, 72% of customers opt for third-party mechanics because they think they’ll get overcharged at the dealership. In reality, most car buyers don’t have a clear understanding of the costs of maintenance or the benefits of in-dealership maintenance and repairs. The national average cost of car repairs is $1,186 a year, but more than 85% of vehicle shoppers expect to spend less than that on repairs. Help your customers understand the true cost of repairs and see the value of protection products by inviting them to do the math. Keep it simple by focusing on one product at a time. 4. Leverage F&I Training To Deliver Positive Customer Experiences Your F&I team comes from a variety of backgrounds, education levels and skill sets. That means you need to train them not just on F&I but also on industry fundamentals and professionalism. The Automotive Training Academy provides formal classroom education, flexible online coursework and in-person training for your dealership. This unique training is tailored to your specific dealership and employees so they can learn to build the customer relationships necessary to drive revenue in today’s sales environment. An important distinction between F&I training providers is whether or not their training is a one-time event or a long-term game plan based on performance. If you can’t measure changed behavior, the training can be seen as a wasted investment. Assurant’s interactive teaching method simulates real-world customer experiences, and one-on-one training continues at the dealership with regular performance evaluations to ensure a better experience and improved performance over time. These four tips on F&I credibility scratch the surface of what Assurant can help you achieve with our automotive dealer partner solutions. Learn more to find out how we can help you connect with customers and achieve your F&I revenue and profit goals. NEXT STEPS TO HELP INCREASE YOUR PROFIT MARGINS When it comes to growing your business and optimizing sales, it’s important to have the right partner to accelerate opportunities. We know it’s important for you to increase profits and provide customer satisfaction, so we’re sharing our insider knowledge. We have over 50+ years in the auto industry and an entire team dedicated to F&I training and client support. A COUPLE OF WORDS ABOUT HOW SEAN SKINNER, DISTRICT MANAGER AT ASSURANT DEALER SERVICES, HELPED TOM CANTIN: Your continued persistence in helping me and my company started far before we even started to work with each other. When I was doing F&I business with other companies, you would call on me more often than my current reps. Not only did you call more often, but you also had the answers. There was nothing in it for you for years, literally. I always seemed to have a goal that I couldn’t get to. Finally, after many bad decisions on my behalf, I finally listened and took the leap of faith to join you and your team. You provided all the answers, including setting me up with the right person, the right process, and the follow-up. The complete process was put into place by you and your team. The financial results followed. You set goals that I thought were high, and you exceeded them and then continued to raise the bar. The bar was raised in PVR, penetration percentages and customer satisfaction. The dealership’s morale improved from an already good place. You were a crucial part of my team. I look back on some of the good decisions I made over the past 40-plus years I was in business, and I certainly have you in one of my top best decisions ever. Tom Cantin, Retired President Cantin Chevrolet, LLC 17
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COLLEGE AND CAREER DAY and More! This year, we hosted our annual College and Career Day on October 5 at Manchester Community College. We had almost 700 students from 17 schools attend the event. The five New Hampshire Automotive Colleges were represented, along with their manufacturer-supported programs such as Ford, GM, Toyota and more. The students spent the day exploring the different programs that are offered, as well as meeting the instructors for each program. In addition to the colleges and manufacturers, dealerships from around the state were there, along with some past graduates and other members of the automotive industry. We had guest speaker Billy Haines of Nissan Motor Corp. and several “featured guests” who shared their stories with students excited about automotive careers. Fall school visits kicked off in midSeptember. Since then, we’ve visited nearly 20 automotive high schools to promote industry careers and educate students on the tools the NHADA Foundation has at their fingertips. On November 2 and 3, we worked with Nashua Community College to host and educate high school instructors from around the state on the latest topics in accordance with ASE standards. This educational, twoday session is always a great success! 19
The NHADA WCT has submitted a request for reimbursement from the Second Injury Fund this year in the amount of $445,092.47, which will bring our total Second Injury Fund recovery since 1990 to $7,743,507. This year’s submission is based on payments made on accepted cases in 2022. NHADA WCT members documenting new hires’ pre-existing conditions on the Post Conditional Offer of Employment Second Injury Fund Form make this recovery possible. We have had several auditors comment on the excellent documentation provided to us by our members in support of Second Injury Fund claims. Keys to successful SIF claim: • Employer must have written documentation of the preexisting condition prior to the work-related injury. ⊲ The pre-existing condition does not have to be work-related and does not have to include the same body part as the work-related injury. ⊲ Scan the QR code to view the SIF Form: » The SIF form can only be completed at the time of hire and should be the last document completed before work begins. » Please take the time to review the form with the new hires and explain its importance. Also on the website are tips for members to explain the use of the second injury fund form to new hires. » The form must be retained in the employee’s medical file, which must be kept confidential in a locked filing cabinet separate from the employee’s personnel file. » If an employer becomes aware of an employee sustaining an injury or illness outside of work, a doctor’s note or a handwritten note by either the employee or the employer will suffice as written knowledge. It must be descriptive, dated, on the employer’s letterhead and in the employee’s medical file prior to the work-related injury. • NHADA WCT must put the Fund on notice within 100 weeks of the work-related injury. • Indemnity and medical expenses must exceed $10,000.00. • The pre-existing condition must be permanent and serious enough to cause a hindrance to employment opportunities. • The employer’s written documentation of the pre-existing condition must pre-date the workrelated injury. • The combination of the pre-existing condition and the work-related injury must result in a greater disability than the work-related injury alone. • NHADA WCT must submit the claims to the DOL for approval by September 1st. You may be contacted by Deb Handrahan, Claims Supervisor, or Heather Overson, Claims Representative, if we feel you have a claim that might qualify for SIF reimbursement. It is necessary for us to get notarized documentation of the employer’s knowledge of the pre-existing condition for submission. This will require a review of the injured employee’s personnel and medical files. The second injury fund is one of the tools we use to reduce claims costs; your assistance with second injury fund documentation helps to keep the WCT financially strong. If you have any questions regarding the SIF, please contact the claims department at (603) 224-2369 or email dhandrahan@nhada.com. SECOND INJURY FUND REIMBURSEMENT https://f.hubspotusercontent30.net/ hubfs/4829685/ SIF%20Form%202019.pdf 20
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BY DAN BENNETT, REM, IOM, CAE NHADA PRESIDENT For good reason, our NH Titles & Regulations training is one of our most attended and requested seminars or webinars. Filing a title application is a comprehensive process that all motor vehicle retailers in New Hampshire should be familiar with. By paying attention and reducing the paperwork errors below, title processing times can be sped up at the DMV, at the town clerk’s office and with the registration agent. All of this will lead to faster turnaround time for you and your customer. MISALIGNED FORMS Registration agents and the Title Bureau staff are seeing increased misaligned forms. These forms can be hard to read and, at times, obscure necessary information. COMMON OMISSIONS Despite being required for a successful title application, the following fields are often forgotten: • Gross vehicle weight • Prior title numbers and state • Model name of vehicle • Number of axles on the vehicle • Number of cylinders • Driver’s license number DEALER NUMBER AND SIGNATURE As a dealer, remember to sign the application and provide your dealer number. If you do not provide this, the application will be suspended. Please do not keep the owner’s original registration, as it is needed for the transfer of plates. Give the customer the original town clerk’s copy and the owner’s copy of the title application. QUESTIONS AND ANSWERS Q: If the lienholder changes, does the customer need to sign the amended application? A: No, the customer’s signature from the original application will suffice. When sending in the new application, indicate the amended version is supporting a new lienholder. Q: If we receive a vehicle title from a state that does not have and/or conjunctions and we are titling to NH customers, just A. and B., do we need to obtain both signatures? A: No, that would be considered an “or” conjunction in New Hampshire. Q: If a customer comes in with a vehicle that is willed to him or her, can I accept the vehicle in trade? A: No, NH does not allow the transfer of vehicle ownership via a will. Vehicles can be titled in the name of a customer’s trust, and the trustees of the trust can transfer the ownership of the vehicle. By paying attention to these issues, we can work with all of our partners in the titling and registration process to make things speedy and uninterrupted. We all want a quick turnaround time for title work. Accurate information is key in that process. In addition to the quick tips above, the comprehensive title application process will be reviewed in its entirety during our in-person seminar on December 6 at 9:00 AM at the NHADA headquarters. The cost for NHADA members is $69. For questions, do not hesitate to contact me at dbennett@nhada.com or (800) 852-3372 or the DMV title bureau dealer helpline at (603) 227-4160. KEY REGULATIONS NH VEHICLE DEALERS MUST FOLLOW FOR TITLE APPLICATIONS 23
ARE YOU AWARE OF NHADA INSURANCE BENEFITS? With NHADA Insurance Division, we put you in the driver’s seat when it comes to employee benefits. We offer true one-stop shopping by providing our members with medical, dental, vision, short-term disability and life insurance plans. Members get to be involved in the decision-making process at your individual group level and control your benefits decisions. Group and voluntary life and disability products, worksite plans such as accident, critical illness with cancer coverage and hospital indemnity, along with flexible benefits like section 125 plans, health reimbursement accounts and flexible spending accounts are also available. 1. Harvard Pilgrim Health Care gives members access to the best health plans. They have been our exclusive health insurance provider for years. Together, we’re focused on health solutions for today and tomorrow. 2. We work with Northeast Delta Dental, which has become a leader in the dental marketplace, as our exclusive dental insurance provider. Together, we work on delivering quality products and services for all group sizes. 3. Enroll in VSP® Vision Care to get personalized care from a VSP network doctor at low out-of-pocket costs. You’ll get great care from VSP network doctors, including a comprehensive exam designed to detect eye and health conditions. 4. Our members can utilize our HIPAA-compliant Employer Portal. The site allows employers to add employees, change an employee address, make enrollment changes and more. You can check your employee census, review your group benefits or look at your invoices all in the portal. 5. Our Well-Being Program is available to all members and their employees. All members are welcome to participate regardless of having benefit coverage with NHADA. We host monthly webinars on various health and wellness-related topics. 6. Call our dedicated customer service representatives for issues or questions, and you’ll talk to a real person. We strive for a rapid response and proactive support, addressing each issue with the care you deserve. 7. We handle all your COBRA needs, including sending out all of the notifications and collecting premiums on your behalf. COBRA is processed efficiently alongside your other eligibility and enrollment documents. Participants will receive reminders for compliance requirements via benefit billing inserts. We do all this for you at no extra cost. In conclusion, the NHADA Insurance Team is committed to empowering our members by offering a comprehensive suite of Employee Benefits that puts you in control of your choices. With trusted partners like Harvard Pilgrim Health Care, Northeast Delta Dental and VSP® Vision Care, we prioritize your health and well-being, ensuring you receive the best care at affordable costs. Your trust in us is greatly valued, and we look forward to continuing to serve you with the customer service, care and excellence you deserve. (L-R) Julie Momberger, Lori Preve and Maggie Razzaboni 24
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