ILLINOIS AUTOMOBILE DEALER NEWS Vol. 37 Issue 4 Working Seamlessly with the IADA-CVR Process Take Your Dealership Nationwide
CERTIFIED PUBLIC ACCOUNTANTS CONTACT US TODAY to learn how we can help your dealership THRIVE. 1707 Clearwater Avenue, P.O. Box 1584 Bloomington, IL 61702 woodwardassoc@cpaauto.com • www.cpaauto.com • (309) 662-8797 Serving more than 300 Automobile Dealers throughout the United States Driving Tax & Accounting Excellence in the Automotive Industry EXPERT CPA SERVICES TAILORED FOR YOUR DEALERSHIP’S ROAD TO SUCCESS Tax Preparation & Management Services, Dealership Valuations & Appraisals, Estate & Trust Planning and Succession Planning, Dealership Profitability & Management, Dealership Operations Consulting, and so much more!
CONCENTRATIONS Dealership Mergers & Acquisitions Dealership Franchise Law Business Litigation/Motor Vehicle Review Board Disputes Manufacturer/Franchisor Relations Business & Commercial Law Advertising Compliance Review Consumer Complaints Dealership Succession Add Points Real Estate Law Employment & Labor Law Federal & State Regulatory Compliance BACKGROUND Principal, Private Law Firm Former, IADA Legal Counsel Former, Illinois Assistant Attorney General, Deputy Chief, Consumer Protection Division Drafted Illinois Motor Vehicle Franchise Act Amendments Creating Motor Vehicle Review Board Drafted Illinois Motor Vehicle Advertising Regulations Julie A. Cardosi, Esq. 3040 Spring Mill Drive, Suite B Springfield, IL 62704 (217) 787-9782 jcardosi@autocounsel.com www.autocounsel.com Exclusive. Strategic. Results. Exclusively representing the unique business interests of automobile dealers for over 35 years.
Contents Vol. 37 No. 4 2026 Officers CHAIRMAN Rick Curia (815) 288-4455 Ken Nelson Auto Group 1100 N. Galena Ave., Dixon, IL 61021 VICE CHAIRMAN Ryan Gremore (309) 664-1222 O’Brien Auto Group 1601 Fort Jesse Rd., Normal, IL 61761 SECRETARY/TREASURER Bob Federico (618) 254-1000 Federico Chrysler Dodge Jeep Ram 1875 E. Edwardsville Rd., Wood River, IL 62095 EXECUTIVE DIRECTOR Joe McMahon (217) 753-0220 Illinois Automobile Dealers Association 300 W. Edwards St., Springfield, IL 62704 ©2026 The Illinois Automobile Dealers Association (IADA) | MBR Connect™. All rights reserved. Illinois Automobile Dealer News is published four times per year 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 IADA, 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. Illinois Automobile Dealer News is a collective work, and as such, some articles are submitted by authors who are independent of IADA. While a first-print policy is encouraged, 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 (801) 676-9722. Illinois Automobile Dealers Association 300 W. Edwards St. Springfield, IL 62704 T (217) 753-0220 / F (217) 753-3424 IllinoisDealers.com Scan here to check out our interactive website at illinoisdealers.com! 14 6 16 CHAIRMAN’S MESSAGE 5 Progress and Persistence By Rick Curia, Chairman, IADA 6 Take Your Dealership Nationwide The Next Generation of Automotive Retail Is Here — Powered by ETTS50® By Executive Tag & Title Svcs., Inc.™ 9 Who’s Chasing the Paperwork? The Sale Is Complete, But the Real Work Is Just Beginning By Executive Tag & Title Svcs., Inc.™ 11 Grow Your Market Without Growing a New Department Why the Future of Automotive Retail Is Bigger Than State Lines By Executive Tag & Title Svcs., Inc.™ 13 Join Us at NADA Show 2027! COUNSELOR’S CORNER 14 “Ghost Buyers” and Synthetic Identity Fraud What Illinois Dealers Can Do About It By Julie Cardosi, Esq., Law Office of Julie A. Cardosi, P.C. 16 The Business of Service How Culture and Commitment Set Your Service Department Apart By Ryan Anzalone, Account Representative, Ethos Group 18 The ROI of Safety Protecting Your People and Your Dealership Through Stronger EHS Compliance By Amanda Rawls, Vice President of Client Success, KPA 21 Beyond the Cashier On-the-Go Mobile Payments for Dealerships By Dealer Pay 4 ILLINOIS AUTOMOBILE DEALER NEWS
CHAIRMAN’S MESSAGE Progress and Persistence Rick Curia Chairman, IADA Thank you for your support throughout my term as chairman of IADA. It has been an honor to serve this association and its members, and an experience I will look back on with great pride. As I prepare to pass the baton, I want to emphasize one important message: The strength of IADA lies in the strength of its members. Each of you plays a vital role in protecting our industry, advancing our shared interests and ensuring a strong future for the Illinois dealership model. I encourage you to remain engaged, support our initiatives throughout the year and continue partnering with us in the important work ahead. One of our most significant priorities remains protecting the franchise laws that are essential to Illinois dealers. As we communicated during this year’s legislative session, it was deeply disappointing that IADA’s franchise protection legislation, SB 1939, was not called for a vote on the House floor, particularly given the overwhelming support the legislation received. Our bill passed the Illinois Senate unanimously, 55-0, and had the support of 100 of the House’s 118 members; it deserved the opportunity to be debated and decided through the legislative process. But our fight is not over. IADA will continue to vigorously advocate for franchise protection during the upcoming veto session in Springfield and beyond. Protecting the Illinois dealership model requires persistence, a united membership and a strong association willing to stand up for our industry. We remain committed to that mission. I am also proud of the progress IADA has made in improving the services and resources available to our members. Through IADA-CVR and Champ Titles, we have advanced the title and registration process by fully implementing electronic liens and are now rolling out the ability to accept customers’ electronic signatures on approved forms. These enhancements represent a significant investment of time, expertise and resources to make the electronic registration and titling (ERT) process more efficient and convenient for our members and their customers. Beyond these improvements, IADA has invested millions of dollars to protect, represent and advance the interests of Illinois dealerships. Our partnership programs have played an important role in supporting that work, and we are grateful to the members who participate and help strengthen our collective efforts. As I conclude my term as your chairman, I want to thank you once again for the trust you have placed in me and for the opportunity to serve. I am proud of what we have accomplished together, and I know there is important work still ahead of us. With your continued involvement, support and partnership, IADA will remain a strong, effective voice for Illinois dealers and the premier organization defending the Illinois dealership model. Thank you for allowing me to serve. 5 ILLINOIS AUTOMOBILE DEALER NEWS
The Next Generation of Automotive Retail Is Here — Powered by ETTS50® By Executive Tag & Title Svcs., Inc.™ Imagine this. A customer finds the perfect vehicle at your Illinois dealership. The price is right, financing is approved, and the customer is ready to move forward. Everything is coming together until one question changes the conversation. “Where will the vehicle be registered?” The answer? Florida. Texas. California. Or perhaps a state your title department rarely handles. Suddenly, what should be another successful sale becomes a conversation about unfamiliar title requirements, registration procedures, documentation and the additional work involved in completing an out-of-state transaction. But what if that conversation could be different? What if your dealership could confidently welcome customers from across the country, knowing the expertise, technology and processing support were already in place? What if every dealership could operate like a nationwide dealership without opening another location? That is the opportunity behind Executive Tag & Title Services, Inc.™ (ETTS) and ETTS50®. The Opportunity Isn’t New, But Now There’s a Better Way to Pursue It Today’s automotive marketplace extends far beyond the traditional boundaries of a dealership’s local community. Customers search online, compare vehicles across multiple markets, and are increasingly willing to purchase the right vehicle from a dealership hundreds or even thousands of miles away. For Illinois dealerships, Take Your Dealership NATIONWIDE 6 ILLINOIS AUTOMOBILE DEALER NEWS
this creates an opportunity to reach more buyers, expand sales potential and strengthen customer relationships beyond state lines. But reaching customers nationwide and successfully supporting those transactions are two different things. An out-of-state sale brings responsibilities that go well beyond signing the purchase agreement. Each state has its own title and registration requirements, procedures, documentation standards and processing timelines. For dealership employees already managing daily in-state transactions, navigating unfamiliar state requirements can create unnecessary administrative challenges. The opportunity to sell nationwide shouldn’t come with the burden of becoming an expert in every state’s DMV procedures. And it doesn’t have to. Introducing ETTS50® — The Next Generation of Nationwide Title & Registration Built on 30 years of industry experience, ETTS50® is Executive Tag & Title Services’ next-generation nationwide title and registration dealer platform, designed to deliver greater connectivity, efficiency and visibility for out-of-state vehicle transactions. Through a modern digital dealer portal, streamlined workflows, transaction tracking and a dedicated nationwide processing center, ETTS50® brings together the technology and professional expertise dealerships need to confidently serve customers across state lines. Designed with the future of automotive retail in mind, the platform also establishes a foundation for intelligent automation and emerging AI-enhanced capabilities as the industry continues to evolve. But what makes ETTS50® particularly valuable isn’t simply the technology. It’s the experienced people behind it. Through ETTS50® and OOS™ Out-of-State Solutions, dealerships gain access to a dedicated team of professionals who manage the complexities of out-of-state title and registration processing. Rather than creating an additional department, hiring specialized personnel or asking existing employees to navigate unfamiliar state requirements, dealerships gain an established processing partner. The dealership focuses on what it does best: selling vehicles and building customer relationships. ETTS focuses on what it knows best: titling and registering those vehicles nationwide. Because having access to advanced technology is one thing. Having experienced professionals behind that technology, managing the work through completion, is something entirely different. Three Partners, One Connected Vision For Illinois dealerships, the collaboration between CDK, CVR, and Executive Tag & Title Services brings together complementary capabilities designed to support a more connected dealership experience. CDK provides the foundation for the dealership’s operational workflow and deal information, while CVR delivers electronic title and registration connectivity that supports established in-state processes. Executive Tag & Title Services, through ETTS50® and OOS™ Out-of-State Solutions, extends those capabilities with a next-generation nationwide dealer platform and the dedicated processing expertise needed to manage out-of-state transactions. For Illinois dealers, this approach builds upon the established IADA-CVR relationship, providing an opportunity to expand beyond Illinois while maintaining a familiar operational foundation. Each partner brings a distinct strength. Together, they create a connected ecosystem that combines established dealership technology, electronic registration capabilities and nationwide processing expertise. One connected vision. More opportunities for dealerships. A smarter way to serve customers nationwide. A Bigger Market, Greater Opportunities and a Smarter Way to Grow For dealer principals, owners and CEOs, the opportunity is clear: more potential customers, more sales opportunities and greater market reach. For CFOs and dealership directors, ETTS50® offers an opportunity to manage growth more efficiently by reducing the internal administrative burden associated with out-of-state transactions. For F&I leadership, it provides an established processing partner to support the title and registration responsibilities that continue after the sale. And for customers, it helps create a more organized and supported experience, regardless of where their vehicle will be registered. State agencies continue to determine their own requirements and processing timelines, but having experienced specialists coordinating the transaction helps promote accountability, visibility and consistent follow-through. The goal isn’t simply to process more transactions. It’s to give dealerships the confidence to pursue more opportunities. Your Next Customer May Be Anywhere — Are You Ready? The next opportunity for your dealership may come from across town, across Illinois or across the country. Don’t let a state line determine whether you make the sale. With ETTS50®, your dealership can think bigger, reach further and pursue opportunities with confidence. Executive Tag & Title Services, Inc.™ — Thirty Years of Experience. A New Generation of Technology. Built for the Future. Are you ready to play in the big leagues? Visit executivetags.com to discover how ETTS50® and OOS™ Out-of-State Solutions can complement your existing IADA-CVR process. 7 ILLINOIS AUTOMOBILE DEALER NEWS
Anticipate every turn In an industry that’s always evolving, your dealership can rely on our Dealer Financial Services team’s 90 years of experience to see what’s around the corner, forward-thinking insights to prepare you, and technology to keep you ahead of the curve. What would you like the power to do?® Ryan Jordan, ryan.m.jordan@bofa.com business.bofa.com/dealer ©2024 Bank of America Corporation. All rights reserved. DFS-699-AD 6942528 Investment products offered by Investment Banking Affiliates: Are Not FDIC Insured Are Not Bank Guaranteed May Lose Value “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, derivatives, 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., which is a registered broker-dealer and Member of SIPC, and, in other jurisdictions, by locally registered entities. BofA Securities, Inc. is a registered futures commission merchant with the CFTC and a member of the NFA. In an industry that’s always evolving, your dealership can rely on our Dealer Financial Services team’s 90 years of experience to see what’s around the corner, forward-thinking insights to prepare you, and technology to keep you ahead of the curve. What would you like the power to do?® Ryan Jordan, ryan.m.jordan@bofa.com business.bofa.com/dealer ©2024 Bank of America Corporation. All rights reserved. DFS-699-AD 6942528 Investment products offered by Investment Banking Affiliates: Are Not FDIC Insured Are Not Bank Guaranteed May Lose Value “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, derivatives, 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., which is a registered broker-dealer and Member of SIPC, and, in other jurisdictions, by locally registered entities. BofA Securities, Inc. is a registered futures commission merchant with the CFTC and a member of the NFA.
By Executive Tag & Title Svcs., Inc.™ The customer found the perfect vehicle. The numbers made sense, financing was approved, the paperwork was signed, and the vehicle was delivered. Another successful sale. But behind the scenes, a different story may be unfolding. A missing signature. An unfamiliar state requirement. A title discrepancy. A customer waiting for registration updates. An F&I manager following up on documents. A title clerk trying to reach an out-of-state DMV while managing an already demanding workload. Suddenly, what should have been a completed transaction becomes an ongoing administrative responsibility. And somewhere inside the dealership, someone is asking a familiar question: “Who’s chasing the paperwork?” For dealerships selling vehicles across state lines, this scenario is more common than many realize. The opportunity to expand beyond the local market is exciting, but the responsibilities that follow an out-of-state sale can quickly become overwhelming without the right support. The challenge isn’t selling the vehicle. It’s everything that happens after the sale. Your Title Department Wasn’t Built to Know Every State’s Rules Every state has its own title and registration requirements, documentation standards, fees, inspection procedures and processing timelines. For an Illinois dealership, handling an occasional out-of-state transaction may seem manageable. But as those transactions increase, so does the demand on employees who are already responsible for daily in-state processing. What happens when a customer needs an emissions inspection in another state? Who explains the requirements? Who follows up when documents are incomplete? Who resolves an odometer discrepancy or coordinates a correction with a state agency? These responsibilities require more than access to information. They require experience, persistence and an understanding of how to navigate the different requirements of state motor vehicle agencies. That’s where Executive Tag & Title Services, Inc.™ (ETTS) changes the equation. Through ETTS50® and OOS™ Out-of-State Solutions, dealerships gain access to a dedicated nationwide processing center that becomes an extension of their existing title department. Not another task for your employees. Not another system they have to figure out on their own. A team of experienced professionals working behind the transaction. Technology Opens the Door, Experienced People Do the Work Technology has transformed the automotive industry, improving the way dealerships manage transactions, communicate information and serve customers. But even the most advanced platform cannot obtain a missing customer signature on its own, resolve every title discrepancy or personally coordinate a complicated registration requirement. Behind every successful out-of-state transaction, there must be a process — and people who understand how to manage it. Imagine having a dedicated team of experienced professionals working on your behalf — coordinating documentation, navigating state-specific requirements, Who’s Chasing the Paperwork? The Sale Is Complete, But the Real Work Is Just Beginning 9 ILLINOIS AUTOMOBILE DEALER NEWS
communicating with customers and following each transaction through to completion. That’s the level of personalized service Executive Tag & Title Services brings to dealerships. That is the distinction behind ETTS50®. The next-generation dealer platform provides the technology, transaction visibility and communication tools that dealerships need. Behind it stands a dedicated processing center responsible for managing the details that make nationwide titling possible. ETTS specialists review documentation, identify missing information, communicate directly with customers, coordinate state-specific inspections and requirements and manage DMV submissions, including in-person processing when necessary. From duplicate titles and lien corrections to VIN discrepancies, trade-in title issues and documentation exceptions, the ETTS team works to move each transaction toward completion. The dealership doesn’t have to become an expert in every state’s requirements. It already has a partner whose business is knowing them. A Processing Center Behind Every Transaction Consider what happens after an out-of-state vehicle is sold. The dealership must ensure that the documentation meets the requirements of the customer’s home state. Taxes and fees must be calculated appropriately, titles and supporting documents must be reviewed, and additional inspections or verifications may be required. And throughout the process, the customer expects answers. ETTS50® gives dealerships a central dealer portal for submitting and tracking transactions, while the ETTS processing team coordinates the specialized work behind them. When documentation is incomplete, a team follows up. When a state has additional requirements, there are experienced professionals to help navigate them. When a transaction requires corrections or additional communication, there is an established process to address those needs. The value isn’t simply knowing where a transaction stands. It’s knowing who is responsible for moving it forward. That combination of technology and personal accountability is central to the ETTS approach. Three Partners, One Connected Process For Illinois dealerships, the collaboration between CDK, CVR and Executive Tag & Title Services brings together three important components of automotive transaction management. • CDK supports the dealership’s operational workflow and deal information. • CVR provides electronic title and registration connectivity, supporting the dealership’s established in-state processes. • Executive Tag & Title Services, through ETTS50® and OOS™ Out-of-State Solutions, delivers specialized nationwide processing expertise, dedicated personnel and hands-on support for out-of-state transactions. Building upon the established IADA-CVR relationship, this connected approach gives Illinois dealerships an opportunity to expand their capabilities without creating an entirely new internal operation. Each partner plays a distinct role. Together, they provide a practical foundation for serving customers beyond state lines. The Customer Experience Doesn’t End at Delivery For dealer principals and CEOs, a vehicle sale represents revenue. But the experience that follows can influence the customer’s lasting impression of the dealership. For CFOs, unresolved paperwork represents employee time, repeated follow-ups and operational costs. For F&I directors and title departments, it means additional responsibilities that continue long after the customer leaves the showroom. And for customers, the process often comes down to one simple question: “When will I receive my registration?” Customers shouldn’t have to wonder who is handling their paperwork or what happens next. With ETTS50®, there is a dedicated processing team that manages outstanding requirements, communicates with customers and provides transaction visibility. Although state agencies control their own processing requirements and timelines, experienced follow-through helps keep the process organized, accountable and moving forward. The result is more than operational support. It is an opportunity to protect the dealership’s customer relationships, reduce avoidable frustrations and create a more confident ownership experience. Experience Is the Difference Technology can organize information. It can connect systems, improve visibility and help streamline workflows. But technology alone cannot replace the judgment, relationships, persistence and expertise required to navigate complex title and registration transactions. That experience is what Executive Tag & Title Services brings to the table. We are not just a technology company. We are the processing center behind the technology. For 30 years, ETTS has built its reputation around helping dealerships navigate the complexities of automotive titling and registration. ETTS50® brings that experience to a new generation of technology, connecting dealerships to the tools and people needed to support nationwide transactions. Because at Executive Tag & Title Services, tag and title isn’t simply what we do. It’s in our blood. It’s our passion. It’s who we are. The Sale Is Complete, But Our Commitment Isn’t The next time an out-of-state transaction raises the question, “Who’s chasing the paperwork?” your dealership should have an answer it can count on. Executive Tag & Title Services, Inc.™ — 30 Years of Experience. Driven by Passion. Building the Future of Nationwide Titling. Discover the processing center behind ETTS50® and OOS™ Out-of-State Solutions at executivetags.com. 10 ILLINOIS AUTOMOBILE DEALER NEWS
Why the Future of Automotive Retail Is Bigger Than State Lines By Executive Tag & Title Svcs., Inc.™ Every dealership wants to grow. More customers, more vehicles sold, greater market reach, stronger customer relationships. But growth traditionally comes with a price: more employees, more training, more departments and more overhead. For dealerships looking to expand their out-of-state sales, the challenge can seem especially complicated. Each new state introduces different title and registration requirements, additional documentation, unfamiliar procedures, and responsibilities that existing employees may not have the time or resources to manage. So dealership leadership faces an important question: How do you grow your market without growing your operational burden? The answer may be simpler than you think. Your Next Customer May Be 1,000 Miles Away Imagine a customer in Florida searching for a particular vehicle. After researching inventory across several dealerships, the customer finds exactly what they’re looking for at your Illinois dealership. The vehicle is right, the price is competitive, financing is available, and the customer is ready to purchase. But there’s one complication: The vehicle needs to be titled and registered in Florida. For a dealership without an established out-of-state processing solution, that single detail can introduce uncertainty. What GROW YOUR MARKET Without Growing a New Department 11 ILLINOIS AUTOMOBILE DEALER NEWS
documentation is required? How are the fees calculated? What happens if additional paperwork is needed? Who handles the registration process after delivery? These questions shouldn’t stand between your dealership and a qualified buyer. A customer who lives outside Illinois shouldn’t represent a problem. That customer should represent an opportunity. And in today’s increasingly connected automotive marketplace, those opportunities are no longer limited to the customers who live within driving distance of your showroom. Think Beyond Your ZIP Code The automotive industry has changed. Customers research vehicles online, compare inventory across markets and make purchasing decisions based on availability, value and convenience. Dealerships that can confidently accommodate out-of-state buyers have the opportunity to compete for customers far beyond their traditional geographic boundaries. But selling nationwide requires more than the ability to advertise nationwide. It requires a reliable process to support the transaction after the sale. That is where Executive Tag & Title Services, Inc.™ and ETTS50® create an advantage. Through its next-generation nationwide dealer platform and dedicated processing center, ETTS provides dealerships with the technology and experienced professionals needed to manage the complexities of out-of-state titling and registration. Instead of recruiting and training additional staff to handle unfamiliar state requirements, dealerships gain access to an established team with the specialized knowledge and resources already in place. Your dealership focuses on selling vehicles. ETTS focuses on getting them titled and registered. It’s a simple concept with powerful implications for dealership growth. Growth Should Increase Opportunities, Not Overhead For dealer principals, owners and CEOs, expanding beyond the local market creates access to a larger pool of potential customers. For CFOs, the conversation is about operational efficiency. Adding an entirely new department requires investment in recruiting, training, management, technology and ongoing payroll. Outsourcing specialized processing responsibilities provides an alternative approach. With ETTS50®, dealerships can pursue additional out-of-state transactions without automatically increasing their internal staffing requirements. For F&I directors, managers and title departments, the benefits are equally practical. Rather than assigning employees to research unfamiliar DMV procedures, repeatedly contact customers, or manage documentation exceptions, the dealership has a dedicated partner responsible for coordinating those activities. ETTS specialists handle the state-specific processing work, customer communication, document review, DMV submissions and transaction follow-through. The dealership maintains its customer relationship while gaining experienced support for the specialized responsibilities behind the transaction. More market reach doesn’t have to mean more employees, more administrative headaches or more operational complexity. It can mean making better use of the people and resources you already have. A Connected Ecosystem Built for Illinois Dealerships The collaboration between CDK, CVR and Executive Tag & Title Services brings together established technology and specialized nationwide processing expertise. CDK supports the dealership’s core operational workflows, while CVR provides electronic title and registration connectivity. ETTS50®, powered by Executive Tag & Title Services, connects the dealership to a dedicated nationwide processing center through OOS™ Out-of-State Solutions. For Illinois dealerships, the model builds upon the established IADA-CVR relationship, creating an opportunity to extend existing processes with the additional support needed to serve customers across the country. The distinction is important. Technology provides connectivity and visibility. ETTS provides the experienced people who manage the work behind the transaction. Together, these capabilities give dealerships a more practical way to pursue nationwide opportunities while supporting compliance, accountability and customer satisfaction. Thirty Years of Legacy, Built for What’s Next The future of automotive retail belongs to dealerships willing to think beyond traditional boundaries. But the future isn’t built on technology alone. It’s built on experience, relationships, trust and the determination to solve problems that others consider too complicated. Executive Tag & Title Services, Inc.™ — Technology That Connects. People Who Deliver. Experience That Makes the Difference. For 30 years, we’ve built our legacy around one mission: helping dealerships navigate automotive titling and registration. Visit executivetags.com to discover how we can turn your dealership into a nationwide dealership. 12 ILLINOIS AUTOMOBILE DEALER NEWS
Expo Booth #5962 Meet the Executive Tag & Title Svcs., Inc.™ team, including Founder and President Yadira Amuial, on the expo floor at the NADA Show in Orlando, Feb. 18-20, 2027. Yadira is passionate about connecting with dealers and exploring ways to help their businesses thrive. Stop by to say hello, grab some swag and learn how ETTS can help your dealership do business nationwide. JOIN US at NADA SHOW 2027! 13 ILLINOIS AUTOMOBILE DEALER NEWS
COUNSELOR’S CORNER “Ghost Buyers” and Synthetic Identity Fraud What Illinois Dealers Can Do About It Julie Cardosi, Esq. Law Office of Julie A. Cardosi, P.C. The customer has a clean credit file, a 700-plus score, a valid-looking driver’s license and a down payment in hand. The deal funds. A few payments later, the account goes silent, the vehicle is gone, and the lender calls with a question no dealer wants to hear: Who did you actually sell that car to? Increasingly, the answer is no one. Synthetic identity fraud, the creation of a fictitious person from a blend of real and fabricated data, is one of the fastest-growing forms of financial crime in the United States, and auto finance is a favored target. For Illinois franchised dealers, the exposure is both financial and regulatory. How a Synthetic Identity Is Built Unlike traditional identity theft, where a criminal impersonates a real person, synthetic fraud invents a new one. The fraudster typically pairs a real Social Security number, often belonging to a child, an elderly person, or someone deceased, with a made-up name, date of birth, address and phone number. Even a declined credit application can create a credit file. The fraudster then cultivates that file, sometimes for years, by adding the identity as an authorized user on established accounts (“piggybacking”), opening small secured cards and paying on time. Once the profile looks creditworthy, the “bust-out” begins. Vehicles are attractive because they are high-value, portable and easy to resell, export or part out. And because there is no real victim to dispute the account, synthetic fraud often goes undetected until default, when it is frequently written off as an ordinary credit loss. Why It Lands on the Dealer Many dealers assume the lender owns the risk once a retail installment contract is assigned. Not necessarily. Dealer-lender agreements commonly include representations and warranties regarding the accuracy of the credit application and the buyer’s identity, backed by repurchase obligations if those representations prove false. A pattern of bad deals can also strain or end valuable lender relationships. Regulators also expect dealers to be part of the defense. Dealers that arrange financing are “creditors” under the FTC’s Red Flags Rule, which requires a written Identity Theft Prevention Program to detect, prevent and mitigate identity theft. The FTC’s amended Safeguards Rule separately requires a written information security program, a designated qualified individual to oversee it, and notice to the FTC of certain security events affecting a threshold number of consumers. In Illinois, the Personal Information Protection Act layers on state breach-notification duties. Practical Steps to Combat Synthetic Fraud 1. Refresh your Red Flags program. Many dealer programs were adopted years ago and never revisited. Update yours to address synthetic indicators specifically, including thin or recently established credit files paired with high scores, multiple authorized-user tradelines, a credit history that seems too short for the applicant’s age, and addresses, phone numbers or emails shared across unrelated applicants. 2. Verify beyond the license. Use ID authentication tools that scan barcodes and verify security features rather than relying on visual inspection. Ask your lenders and vendors whether they validate the name, date of birth and Social Security number combination, including via the Social Security Administration’s electronic Consent-Based SSN Verification (eCBSV) service. Confirm that phone numbers and emails actually belong to the applicant. 3. Train sales and F&I staff on behavioral red flags. Watch for indifference to price or terms, pressure to rush the deal, a third party answering questions for the buyer, requests for off-site delivery, and a fixation on high-value or easily exported models. Your people are the one control a fraudster cannot fully script around. 4. Mind BIPA before adopting biometrics. Selfie-matching and facial verification tools can be effective, but in Illinois they implicate the Biometric Information Privacy Act (“BIPA”). 14 ILLINOIS AUTOMOBILE DEALER NEWS
Before collecting any biometric identifier, have a publicly available retention and destruction policy, obtain informed written consent, and confirm your vendor contracts address BIPA compliance. Statutory damages for violation(s) are significant. 5. Document, escalate and be consistent. Set a clear protocol for when red flags appear: pause the deal, escalate to a manager, record the verification steps taken, and do not deliver until the issue is resolved. Apply that protocol uniformly to every customer. Consistent application supports fair lending compliance, and good documentation is your best evidence in a repurchase dispute. 6. Coordinate with lenders and authorities. Share any suspected fraud with your lending partners promptly, report it to law enforcement and your insurance carrier, and review your dealer agreements to understand exactly where repurchase liability lies. The Dealer’s Advantage Synthetic identities succeed because they look real on paper. Dealers hold an advantage that online lenders do not: the customer is usually standing in the showroom. A current Red Flags program, sound verification tools, trained staff and a disciplined escalation process turn that face-to-face moment into one of the strongest fraud controls in auto finance. © 2026 Law Office of Julie A. Cardosi, P.C. Julie A. Cardosi is an Illinois Attorney and Principal of the private firm, Law Office of Julie A. Cardosi, P.C., of Springfield, Illinois. She has practiced law for over 40 years and represents the business interests of franchised motor vehicle dealers throughout Illinois. Formerly in-house staff General Counsel for the Illinois Automobile Dealers Association, she concentrates her private practice in the areas of dealership compliance matters, franchise law, transfers of ownership, mergers and acquisitions, commercial real estate transfers, dealership employment and other areas impacting day-to-day dealership operations. She also served as Illinois Assistant Attorney General and Deputy Chief of the Consumer Fraud Bureau of the Attorney General’s Office, where she was the primary author of the Illinois Motor Vehicle Advertising Regulations. The material discussed in this article is for general information only and is not intended as legal advice and should not be acted upon as such. Dealers should consult their own private legal counsel for application to their specific circumstances. For more information, Julie can be reached at jcardosi@autocounsel.com or at (217) 787-9782. 15 ILLINOIS AUTOMOBILE DEALER NEWS
How Culture and Commitment Set Your Service Department Apart By Ryan Anzalone, Account Representative, Ethos Group The Business of Service A job description defines the responsibilities of your position. An employee rulebook explains what you can and cannot do. In the service department, we are hired with the understanding that we not only provide a service but are responsible for key performance indicators (KPIs) that are measured and tracked. But responsibilities and metrics don’t necessarily explain the larger mission behind the work. 16 ILLINOIS AUTOMOBILE DEALER NEWS
The mission provides direction; objectives define the steps we take to get there. A rulebook establishes expectations. A leader builds a culture that helps employees understand the purpose behind them. An advisor isn’t there simply to provide a service, but to be of service. Yes, KPIs are vital to the sustained success of the department. But equally important are qualities that cannot be measured, like discipline, desire, initiative and integrity. Are you doing enough to attract and cultivate those qualities? Some of our greatest strengths are found in how we work and how we make people feel, not just in the results we produce. Every dealership performs essentially the same tasks. We maximize customer-pay repair orders, ensure warranty work is correct, drive shop hours, manage obsolescence and more. But what are we doing to create a point of separation? Are we becoming a commodity, something bought and sold primarily on price, or are we creating a commitment to provide guests with more than they expected from a service-drive experience? A 2023 Gallup survey found that less than one-third of employees were involved, enthusiastic about or committed to their jobs, representing as many as 160 million employees and $1.9 trillion in lost productivity. Much of the discussion around disengagement centers on external motivation — the traditional carrot-or-stick approach — with insufficient emphasis on internal motivation. Research also reinforces that employee engagement and retention involve more than compensation. Leadership matters. Focused manager coaching and meaningful one-on-one time can have a lasting impact on employee performance, motivation and commitment. Even an hour or two of intentional leadership each week can improve performance when devoted to meaningful personal attention. Experience alone doesn’t guarantee growth. Reflection and thoughtful coaching help employees turn experience into learning. That’s why time spent with your people is an investment. People thirst for meaning. They want to be excited to come to work alongside like-minded people pursuing a common vision. They want to understand how their work contributes to that vision and feel a sense of ownership over the outcome. That kind of culture doesn’t happen by accident. Stay interested in your people and their goals. Focus on departmental improvement. Conduct one-on-ones with intentionality and consistency. Follow up. Ask for feedback. Praise with emotion and criticize without it. Simply put, make it cool to care. That starts with the hiring process. Don’t just hire the résumé; hire the person. Look beyond technical qualifications to the qualities that encourage employees to take initiative, act with integrity and recognize opportunities to help others. Then make sure everyone understands the mission, how you plan to get there and why you’re doing it. In “Unreasonable Hospitality,” Will Guidara describes the difference between service and hospitality. Service is what you provide. Hospitality is how you make people feel. That distinction matters in the service department because the customer experience depends on more than completing the transaction correctly. Stand-up meetings and discussions about the numbers have their place, but they’re only part of the equation. Everyone should understand the dealership’s direction and vision. Unfortunately, many dealerships have a vision that’s posted but rarely practiced. Clear expectations, consistent coaching and accountability give advisors the confidence to focus on their guests. How we dress, greet guests, use video multi-point inspections, explain a technician’s findings and reunite guests with their vehicles all contribute to the experience. The processes matter, but so does the intention behind them. When employees understand the mission and feel empowered to act on it, they can recognize opportunities to make an ordinary interaction memorable. We’ve seen dealerships find simple ways to go beyond what guests expect. Some give each advisor a small weekly amount to use at their discretion, solely for improving the guest experience. One guest mentioned to an advisor that her dog’s collar had broken on the way to the dealership. The advisor spent $20 at a nearby pet store and surprised her with a new collar while she waited in the lounge. At another dealership, advisors noticed vehicles arriving with missing valve stem caps. They began keeping extras with them and replacing the missing caps during the walk-around. Neither gesture is complicated or expensive, and both communicate the same thing: We’re paying attention, and we care. That’s the difference between going through the motions and taking the extra step. Hospitality doesn’t require an elaborate program or a large budget; it requires people who notice the details and feel empowered to act. My friend and colleague Kelly Savage always says, “We are the only business that is retail to the public that forgets we are retail to the public.” Customers have plenty of choices. If all we provide is the same service, process and transaction they can receive somewhere else, we risk becoming a commodity. Our point of separation is the commitment we make to the people we serve — and the care we demonstrate in every interaction. Do not just be a service business. Be in the business of service. For more information on how Ethos Group can help your dealership develop more leaders in your F&I office, sales management tower and your sales floor, please contact Chris Nesseth at cnesseth@ethosgroup.com or (319) 270-4779 or Austin Shane at ashane@ethosgroup.com or (319) 296-8760. 17 ILLINOIS AUTOMOBILE DEALER NEWS
Every dealership leader I talk to cares about their people. That’s never the question. The question is whether your environmental health and safety (EHS) program is actually set up to protect them, day in and day out, in ways that hold up when OSHA shows up or an employee gets hurt. After years working alongside dealerships on their safety and workplace safety programs, I’ve seen the same truth play out again and again. Caring about your team and protecting your bottom line are not two different goals; they’re the same goal. A strong EHS compliance program keeps people safe and keeps your dealership financially healthy. Here’s what that looks like in practice, and what’s changed in 2026. Your Ex-Mod Reflects How Well You’re Caring for Your People Your Experience Modification Rate, or Ex-Mod, is one of the clearest signals of how well your workplace safety program is actually working. It compares your workers’ compensation loss experience to what’s expected for a business like yours. A rate of 1.00 is the benchmark. Below that, you’re protecting your team better than expected. Above it, both your people and your business are absorbing the cost. The formula is straightforward: Take your number of indemnity cases, divide by your average employee count, multiply by 100, then divide by the Bureau of Labor Statistics incident rate for your NAICS code. A dealership with just two wage-replacement claims and 70 employees can end up with an Ex-Mod of 3.57, far above where anyone wants to be. That number carries real weight. On a $100,000 manual workers’ comp premium, a 0.80 Ex-Mod brings your cost down to $80,000. A 3.57 Ex-Mod pushes it to $357,000. Same dealership, same headcount, but an entirely different financial reality. Every incident we prevent through good occupational safety practices is a person who goes home whole and a cost your business never has to carry. Understanding OSHA Compliance: Why Inspections Happen OSHA inspections usually aren’t random, and understanding what triggers one is part of proactively taking care of your people. Visits occur for three reasons: imminent danger, such as severe injuries and fatality investigations; complaints or referrals; and programmed inspections. That third category deserves your attention, because OSHA currently prioritizes hazardous industries and employers showing a high volume of workers’ compensation claims. In other words, the same gaps driving up your Ex-Mod are often the same gaps drawing regulatory scrutiny. The most common OSHA citations dealerships are facing right now point to everyday hazard areas: fall protection, hazard communication, ladders, lockout/ tagout, respiratory protection, scaffolding, powered industrial trucks, eye and face protection, and machine guarding. Each one represents a place where a simple safeguard, a clear procedure or a bit of training could have kept someone from getting hurt. The penalties for falling short are significant. In 2026, a serious violation can carry a penalty of up to $16,550. A willful violation can reach $165,514. Failure to abate a known hazard adds up to $16,550 per day it remains uncorrected. The ROI of Safety Protecting Your People and Your Dealership Through Stronger EHS Compliance By Amanda Rawls, Vice President of Client Success, KPA 18 ILLINOIS AUTOMOBILE DEALER NEWS
BUY@DSMA.COM +1 833-650-4188 DSMA.COM DSMA IS THE #1 GLOBAL AUTOMOTIVE M&A FIRM. BACKED BY PROPRIETARY DATA AND AUTOMOTIVE REAL-WORLD EXPERIENCE. REQUEST A CONFIDENTIAL VALUATION TODAY. PUT OUR M&A INTELLIGENCE TO WORK FOR YOUR DEALERSHIP. 2,500+ DEALERSHIP VALUATIONS. INDUSTRY CONNECTIONS DEALERSHIP PERFORMANCE MARKET ACTIVITY OEM UNDERSTANDING M&A TEAM EXPERTISE OUR MIDWEST TEAM OF TRUSTED ADVISORS For more information, or to learn more about our 100+ opportunities, visit DSMA.com. NICOLE MARTIN M&A Associate nicole.martin@dsma.com 312.674.4556 GREG BROWN M&A Associate greg.brown@dsma.com 312.674.4556 JENNIFER RAFAEL Executive V.P. & Partner jennifer.rafael@dsma.com 312.927.9561 BRADLEY BICKLE M&A Associate bradley.bickle@dsma.com 312.674.4556 SHELDON BENDER M&A Associate, Agriculture & Heavy Equipment sheldon.bender@dsma.com 312.674.4556 MIKE FUNK Regional Director michael.funk@dsma.com 312.674.4556 CHRIS HAWLEY Regional Director chris.hawley@dsma.com 312.674.4556 SHINTHYA SILVA M&A Associate shinthya.silva@dsma.com 312.674.4556 NOLAN KLUG Business Development Manager nolan.klug@dsma.com 312.674.4556
“ Caring about your team and protecting your bottom line are not two different goals; they’re the same goal. • Improper lifting. Assess the load before moving it; use mechanical assistance when available; maintain a stable stance; bend at the knees; lift smoothly; and carry the load close to the body without twisting. • Auto accidents. Seat belt policies, posted speed limits, driver training, defined test drive routes and mirror checks for blind spots all meaningfully reduce risk. The thread running through all of it is the same five-part framework we encourage every client to build around: leadership commitment, worker participation, an effective reporting system, thoughtful investigation and analysis when something happens, and genuine follow-through on corrective action and communication. Safety programs work best when people feel supported enough to speak up, not just told to comply. What’s New in EHS Regulation OSHA renewed its National Emphasis Program on Heat Illness in April 2026, effective for five years. It now explicitly covers Automotive Repair and Maintenance (NAICS 8111) and Other Motor Vehicle Dealers (NAICS 4412), while removing New Car Dealers and Automotive Parts Stores from its scope. The program addresses both indoor and outdoor heat-related workplace hazards and establishes heat-priority days when the heat index is expected to reach 80 degrees or higher. OSHA is currently enforcing this through the General Duty Clause, and it’s widely seen as the foundation for a forthcoming federal heat illness rule. Mobile repair technicians deserve extra care and attention, too. Unlike a technician working in your shop, a mobile technician doesn’t control their environment. Uneven surfaces, traffic and missing safety equipment all raise their risk. Look after them by ensuring they’re equipped with proper PPE, high-visibility vests, portable fire extinguishers, first-aid kits, traffic cones, wheel chocks, spill kits and safety data sheets. And if third parties work in your dealership, whether it’s a detail crew or a mobile service provider, put your shared safety responsibilities in writing. We’ve seen this matter in practice more than once, when a third-party employee understandably expects the same protection as your own team. Safety Is How We Take Care of Our People A strong EHS compliance program isn’t a box to check. It’s how we show our teams, every single day, that their well-being matters as much as the work they do. It also happens to protect your Ex-Mod, your OSHA standing and your bottom line. When you invest in workplace safety, you’re investing in the people who make your dealership run. If you’d like to talk through where your dealership stands, our team of EHS experts at KPA is here to help. Amanda Rawls specializes in regulatory and compliance solutions and serves as an account manager for various large and small auto groups, including Group 1 Automotive and Hendrick Automotive Group. Prior to KPA, Amanda earned a Master of Environmental Management (MEM) and a degree in environmental science from Texas Christian University. We’ve watched this play out with real dealerships. One was recently cited for $78,000 in penalties across six violations: missing eyewash stations, damaged electrical cords, outlets in wet areas, missing signage and gaps in training. Another was fined $25,000 after an employee slipped on an oily floor, compounded by a missed 24-hour reporting window for the resulting hospital stay. A third paid $10,000 for not having accessible safety data sheets in the detail department, a gap that also meant employees hadn’t completed hazard communication training. If your dealership does receive a citation, you generally have two paths forward: requesting a reduction in severity, from serious to other-than-serious, or requesting a reduction in the fine itself. An inspector is unlikely to grant both. What genuinely helps, both for your team and for your standing with OSHA, is showing real remediation and a credible plan to prevent it from happening again. Injury Prevention Starts Below the Surface I like to think of workplace injury prevention as a pyramid. For every serious injury or fatality at the top, there are roughly 10 lost-time incidents, 100 medical-only cases, 1,000 near misses, and 10,000 unsafe behaviors or hazards underneath. The incidents at the top get documented. The ones at the bottom, where there is real opportunity to protect people’s lives, usually don’t. In automotive injuries specifically, strains and sprains account for close to a quarter of injuries, followed by lacerations and punctures, bruises and contusions, and a large “unknown” category that suggests there’s still room to strengthen how incidents are investigated and recorded. Based on our work with dealerships across the country, three categories consistently drive the most significant claims, and each one is something we can address together: • Slips, trips and falls. Keep walking surfaces clear, clean spills right away, repair uneven surfaces, secure rugs and mats, require appropriate footwear and make sure lighting and stairwell handrails meet the OSHA standard. 20 ILLINOIS AUTOMOBILE DEALER NEWS
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