OFFICIAL PUBLICATION OF THE MONTANA AUTO DEALERS ASSOCIATION PUB. 4 • 2024 • ISSUE 1 THE ROLLOUT OF THE NEW TRP SYSTEM WOMEN DRIVE THE FUTURE
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?® Paul Cluff, paul.cluff@bofa.com business.bofa.com/dealer ©2023 Bank of America Corporation. All rights reserved. DFS-699-AD 5949042 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.
Locally and across the nation, Vitu supports all of your title and registration needs. Visit vitu.com or call 406-285-8280 to learn more and schedule a demo today. Up and running in no time Instant vehicle status Digital Audit Completely digital process Account Executives check in No need for runners Vitu Interstate 50-state title & reg made easy. Real people — real support Local experts answer your calls. Dealer titling made easy Title in days — not weeks, not months — days. VITU MANUAL Days Weeks Quick turnaround times Started Pending Completed The Montana Auto Dealers Association has been partnering with franchised new car and truck dealers across the state for over 100 years. The Association and its members strive to uphold the highest standards of honesty and integrity and continuously work togethger to improve the car buying experience for Montana consumers. Visit mtada.com Dealer titling goes digital.
©2024 The Montana Auto Dealers Association (MTADA) | The newsLINK Group, LLC. All rights reserved. The Montana Auto Dealer is published twice each year by The newsLINK Group, LLC for the MTADA and is the official publication for this association. The information contained in this publication is intended to provide general information for review, consideration and dealer 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 specific circumstances. The statements and opinions expressed in this publication are those of the individual authors and do not necessarily represent the views of the MTADA, 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. The Montana Auto Dealer is a collective work, and as such, some articles are submitted by authors who are independent of the MTADA. While the Montana Auto Dealer 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. CONTENTS 17 26 6 MTADA EVP’S MESSAGE 2024 Will Be the Best Year Yet! 8 NADA CHAIRMAN’S MESSAGE Stay Involved, Stay Educated and Stay in Touch 10 LEGAL UPDATE The Next EV Battleground Who Bears the Warranty Burden 13 Congratulations MTADA! 2023 MarCom Awards Winner 14 DAA Northwest Reveals Rock & Roll Sale Headliner Signature Event Brings Chart‑Topping Band to Spokane 15 The Rollout of the New TRP System 17 Women Drive the Future 18 Ashley Wolfe, Wolfe Automotive Group 20 Tonya House, Beartooth Ford 22 Marissa Topp, Eagle Country Ford 24 Climbing the Automotive Industry Ladder of Success 26 MTADA at the 2024 NADA Show Photo Gallery 28 Driving Our Industry Forward by Contributing to MONCAR 29 Stand Up and Vote, Montana! 30 Conflict of Interest in the M&A World 32 SAVE THE DATE! MTADA’s 110th Annual Family Convention 34 Montana Automobile Dealership Trust Group Benefits Elevating Dealership Benefits 37 Give Me a Brake A Summary of the CARS Rule 40 2024 MTADA Endorsed Partners 44 2024 MTADA Associate Members 46 Montana Overdrive Summer is Here! Are You Ready? We’ve rebranded! Check out our new look! www.mtada.com 4 MONTANA AUTO DEALER
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MTADA EVP’S MESSAGE Bruce Knudsen Executive Vice President, MTADA 2024 WILL BE THE BEST YEAR YET! I can’t believe we are already halfway through the year. So much has happened, and although we have faced numerous challenges, as always, MTADA dealers have worked hard and risen above. I am excited to share this issue of the magazine with you. As an association, we would like to celebrate some fantastic women in our industry: Ashley Wolfe, Tonya House and Marissa Topp. I hope you enjoy reading more about them. We also highlight Charles Notbohm, who was honored as the TIME Dealer of the Year Nominee at the 2024 NADA Show in Las Vegas. For those of you who missed it, some great photos are included. As a reminder, MTADA’s 110th Annual Family Convention will be held Aug. 15‑18, 2024, in Helena, Montana, and our opening reception will be held at the Lewis and Clark Brewery. Please join us for an evening of live music, award-winning craft beer and the opportunity to dunk me in a dunk tank. How exciting is that? We have also reserved a boat for the Gates of the Mountains tour for Sunday morning, Aug. 18, after the convention. For those of you who have not experienced this marvel of nature, it will be a great opportunity to see the real Montana. For a sneak peek of this majestic wonder nestled in the heart of Montana, please visit gatesofthemountains.com. Register today and get ready to have some exciting family fun by scanning the QR code. https://www.mtada.com/ 110th-annual-convention/ The Montana Overdrive program is up and running. Access all of your branded automotive products and supplies directly through montanaoverdrive.com. On a more serious note, the deadline for the Vehicle Shopping or CARS Rule and the changes it will bring to dealers is fast approaching. The rule was set to go into effect on July 30, 2024, but a lawsuit brought by NADA and Texas has compelled the court to review the Rule, thus delaying it. The FTC is confident that a stay of the effective date should not postpone your implementation of the Rule by more than a few months, so it is a good idea to get started today. Our preferred partner, ComplyAuto, has provided a detailed article that covers what you need to know about this rule change. Review the important information they have put together, and if you have any questions, please let me know. Also, it is important to fulfill our civic duty by voting in this year’s election. With so much unrest nationally and abroad, we need to elect strong leaders that understand business and will prioritize the needs of our industry. I encourage you to ask questions and get to know the candidates, then, go out and vote! As always, please don’t hesitate to get in touch if you need help, have an idea or suggestion or want to say hello. You are a valued member of the MTADA, and I want to hear from you. As always, feel free to call me anytime on my cell at (406) 461-7680. Sincerely, Bruce 6 MONTANA AUTO DEALER
ADS of Montana www.adsfi.com Automotive Development Services (ADS) is an independent agency founded in 1988. Being independent agents gives us the ability to find the best products in the marketplace that fits your needs and allows us to develop long-term relationships with our dealer customers. Headquartered in Bozeman, we’re local and here to serve your dealership. We apply our expertise in training and personnel development with your people to achieve outstanding results. There’s a reason that 75% of Montana dealerships work with us. Ca us today! (406) 522-9071 Automotive Development Services, Inc. P.O Box 11669 Bozeman, MT 59719 Montana’s leading provider of F&I training and products.
Gary Gilchrist Chairman, NADA NADA CHAIRMAN’S MESSAGE Fellow dealers, During the course of 2023, while serving as NADA vice chairman, I was very fortunate to have gotten the opportunity to visit many states and engage in discussions with many dealers and dealer representatives about both the national and individual state-level issues they were facing. There is no shortage of obstacles to overcome and winding rivers to navigate, but I am energized, informed and ready to tackle everything that’s before us head-on. My priorities as the 2024 NADA chairman are straightforward: 1. Continue to work with the NADA professional staff, dealers and OEMs to protect and support the franchise system. 2. Enhance dealer engagement and involvement. 3. Further strengthen the working relationship between NADA and ATAE. 4. Defend the auto retail industry against regulatory overreach. Why are these my priorities? Because dealers, NADA, ATAEs and the manufacturers are the legs of the stool upon which the entire franchise sits. And the legs of this stool must be strong and balanced to support the considerable weight the franchise system must endure, especially today. Challenges are coming at us from all different directions. In my 47 years in this business, I cannot think of a time when dealers have been pulled in so many directions and challenged on so many fronts. I want you to know our NADA staff and dealers have been continually working on each of these STAY INVOLVED, STAY EDUCATED AND STAY IN TOUCH priorities, and many more issues simultaneously. I look at my job as doing what I can to remind everyone that we will accomplish so much more by working with one another than not. We’ve got a lot on our plate. Which means YOU have a lot on your plate! So, stay involved, stay educated and stay in touch with your directors and your ATAEs. And remember that we’re in this together, which means we will be successful. Many thanks, Gary Gilchrist 2024 NADA Chairman 8 MONTANA AUTO DEALER
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LEGAL UPDATE R. J. “JIM” SEWELL, JR. General Counsel, MTADA THE NEXT EV BATTLEGROUND WHO BEARS THE WARRANTY BURDEN 10 MONTANA AUTO DEALER
The battle lines are being drawn across the nation in the ongoing kerfuffle between the OEMs and the dealer body over the use of the dealer’s retail labor time guide for warranty work. “The bill is going to create hundreds of millions of dollars in costs every single year. That cost is going to get passed on to consumers.” — David Bright, Alliance For Automotive Innovation, is quoted in a March 29, 2024, New York Focus article by Chris Bragg and Julia Rock about a pending bill allowing the use of the dealer’s retail LTG for warranty work in New York. At the outset, it’s important to keep in mind who designs, engineers, produces and controls the quality of the motor vehicles in question, who sets the MSRP and who extends the warranty to the customer. In each case, it is the OEM. Warranty repairs and recalls arise from flaws in the design, engineering and manufacturing processes — all controlled by the OEMs. It’s their problem, not the dealer and not the dealer’s technicians. Yet by David Bright’s own estimation, the OEMs are happy to shift “... hundreds of millions of dollars in costs every single year ...” onto the backs of the dealers and their technicians to fix the shortcomings they themselves created and which they agreed by warranty to the customer to stand behind. The retail service customer should not be called upon to subsidize the OEM’s warranty expense because prices have to be increased to cover the shortfall in warranty reimbursement from the OEMs. Every cost item in the manufacturing process is passed on to the consumer in the price of the goods. It’s no different with motor vehicles. If tires go up, the price goes up; if steel goes up, the price goes up; if manufacturing labor goes up, the price goes up. Here in Montana, the OEMs are required to pay the same for warranty work, both parts and labor, as a retail customer would pay for the same job, including the use of the dealer’s retail labor time guide, and the debate has moved on to implementation. At least one OEM has accepted requests from dealers to use their retail labor time guide while at the same time advising the dealers that “nobody” is getting their request approved. At this point, that OEM appears to be as good as its word because none of its Montana dealers have received approval. Some others, notably GM and Ford, have begun to recognize their obligations and begrudgingly taken steps to allow dealers to use their retail labor time guide for warranty repairs while at the same time designing strategies to parse every word and phrase of the statute into the narrowest narrative possible. A few areas of contention have recently popped up, including “proof” by the dealer that the dealership uses only one retail labor time guide for all retail customers. Some OEMs have requested 100 sequential retail ROs demonstrating the use of only one retail LTG. One OEM, while initially requiring the 100 sequential ROs, will apparently now take a “certification” from the dealer concerning the LTG used instead of requiring the sequential ROs. It’s too early to tell whether such a “certification” will lead to more frequent warranty audits and what those audits might entail. We also see evidence that OEMs are using different “workarounds” to avoid paying the dealer the required parts markup by purportedly using a third-party supplier or shipping the parts, particularly EV batteries, to the dealer at no cost. We believe 11 MONTANA AUTO DEALER
the workarounds to avoid paying parts markup violates our statute as it requires that the dealer be paid the fair wholesale value of the part under 61-4-213(11) even if the part is furnished without cost. 61-4-213. Warranty reimbursement. (11) If a motor vehicle franchisor supplies a part or parts to a motor vehicle franchisee at no cost or at a reduced cost for use in fulfilling a warranty, the franchisor must compensate the franchisee for the franchisee’s cost of the part, if any, plus an amount equal to the franchisee’s prevailing retail parts markup, multiplied by the fair wholesale value of the part. The fair wholesale value of the part is the greater of: a. the amount the franchisee paid for the part or a substantially identical part if already owned by the franchisee; b. the cost of the part shown in a current or prior established price schedule of the franchisor; or c. the cost of a substantially identical part shown in a current or prior established price schedule of the franchisor. (emphasis added) New issues seem to develop every time one of our dealers has a discussion with an OEM warranty rep. In an effort to stay on top of what is occurring in the field, MTADA Executive Vice President Bruce Knudsen and his staff are in the process of developing a comprehensive survey of the dealer body regarding what is taking place at the dealership level regarding retail labor time guide use and parts reimbursement. You may have already seen the survey. If not, it will be coming to your inbox soon. Please watch for it and respond as soon as you can. Once in, the survey results will be shared with the dealer body. In addition, substantial time at the MTADA Convention on Aug. 15-18, 2024, in Helena will be devoted to warranty reimbursement issues, including the OEM’s proposed “-0- cost” initiative on some parts, including EV batteries. You won’t want to miss that. WORKPLACE SAFETY: You’re naked without it. safemt.com What’s essential to making the most of opportunities in Montana? Workers who stay safe on the job and keep progress progressing. Without workplace safety, workers are exposed to injuries of all kinds. In fact, they might as well be … naked. Montana State Fund is Montana’s first choice for workers’ comp insurance and the source for workplace safety expertise. Lower your exposure today. 12 MONTANA AUTO DEALER
Congratulations MTADA! To view this year’s winners, please scan the QR code. https://enter.amcpros.com/ marcom/winners/ 2023 MarCom Awards Winner Since its inception in 2004, MarCom Awards has evolved into one of the largest, most-respected creative competitions in the world. This year, there were over 6,000 entries from throughout the United States, Canada, and over 43 other countries in the competition. MarCom Awards is an international creative competition that recognizes outstanding achievements by marketing and communication professionals and recognizes the creativity, hard work, and generosity of industry professionals. MarCom’s Honorable Mention award is granted to those entries that meet the high expectations of the judges. Honorable Mention recipients are recognized for their excellence in terms of quality and creativity. We are very pleased to announce that the MTADA Membership Directory 2023 was awarded the MarCom Honorable Mention for print media.
magauctions.com Private event for invited guests only; no public admittance. Save the date! All information subject to change without notice. DAA Northwest Reveals Rock & Roll Sale Headliner Signature Event Brings Chart‑Topping Band to Spokane The event that began 28 years ago with Jerry Lee Lewis and Chuck Berry has moved into the 80s and 90s with Sugar Ray. McConkey Auction Group announced the iconic international headliner will perform during DAA Northwest’s July 17-18 Rock & Roll Sale. The private event for customers and guests has featured The Doobie Brothers, Heart, Barenaked Ladies, and many more on the DAA Stage. “Sugar Ray brings a great summer vibe to this year’s Rock & Roll Sale,” says DAA Northwest’s General Manager Collin McConkey. With four top 10 songs and hundreds of millions of streams, Sugar Ray has shared the stage with The Rolling Stones and KISS, has collaborated with Run-DMC, and has been interpolated by Post Malone. Rock & Roll Sale attendees will enjoy hits like “Fly,” “Every Morning,” “Someday,” and “When It’s Over” on Wednesday evening, July 17. “Sugar Ray sets the stage for our customers to come together and do business in a fun, relaxing environment,” adds McConkey. DAA Northwest’s Wednesday evening concert will be flanked by auctions on Wednesday and Thursday mornings. Tickets are required for the concert; more information can be found on the company’s website – magauctions.com/rockandroll. 14 MONTANA AUTO DEALER
The Montana Motor Vehicle Division’s (MVD) implementation of the Credentialing and Registration System (CARS) is part of a multi-phase, multi-year effort to improve customer service and efficiency for Montanans. The first two phases — online scheduling and driver services — have already been rolled out, and the results are incredible. The feedback from the 76,000+ customers is overwhelmingly favorable. The third phase, which is expected to launch in March 2025, will overhaul the title and registration process (TRP), improving functionality for car dealerships, law enforcement, insurance companies and simplifying county operations. Phases One and Two: Online Scheduling and Driver Services At the beginning of 2021, Laurie Bakri assumed her new position as the MVD administrator. Her goal at the time was to focus on driving customer service for both the short- and long-term. Judging by customer reviews, Laurie has more than succeeded. As one happy customer said, “This couldn’t have been a smoother and more friendly experience. Very well done! Keep up the great work!” The new system increased the number of online services offered and significantly decreased the overall appointment times for customers, expanding in-person appointment availability across the state. “The new system has far surpassed our expectations. At most exam stations, Montanans can walk in without an appointment and be done in about 10 minutes,” Montana Attorney General Austin Knudsen said. “I’m proud of what MVD has accomplished and the excellent customer service our examiners are providing to make everyone’s MVD experience as pleasant as possible.” Nearly one-third of the customers served were able to complete their transactions online. Online transactions at MVD have increased by 750%, and appointment times have been cut by 68%. Customers also receive their credentials within seven to 10 days compared to the four to six weeks with the previous system. Efficiency has improved for in-person visits as well. The time between a customer entering and exiting any given exam station has decreased from an average of 22 minutes to less than seven minutes per transaction. The wait time to schedule in‑person appointments has gone from an average of 48 days to less than two THE ROLLOUT OF THE NEW TRP SYSTEM Laurie Bakri, MVD Administrator 15 MONTANA AUTO DEALER
weeks, with many locations having next‑day availability. In the state’s larger offices, availability for written-test appointments or driver examinations has decreased 92%, from 79 days to six. For individuals needing to renew their driver’s license or ID card in person, wait time has decreased by 93%, from 45 days to three. That is impressive. None of this could have happened without the partnership between Montana State and FAST Enterprises. Based out of Colorado, FAST focuses on driver services, vehicle services, child protection and unemployment insurance. FAST has rolled out driver services and vehicle services in 19 other states, and they have proven results. FAST moved a team of 40 dedicated employees to Montana to implement the new system. FAST believes in bringing people face-to-face to have conversations — it’s a much more effective way to work, and things happen much faster. Phase Three: CARS, TRP and Dealers The TRP is next in line to get the muchanticipated update. Since 2009, not much has been done to update the TRP system — most of the work is done manually, and nothing is streamlined. In preparation for the rollout, MVD and MTADA have worked closely together. “Bruce Knudsen with MTADA was one of the first people that reached out to me and offered to work with me,” Laurie stated. The beginnings of the third phase kicked off this past February with a small group of dealers. During the informational definition meeting about TRPs, dealers were asked to tell the team what their pain points were so the problems could be fixed. “The dealers were so willing to give their time to us; we appreciate it because we can’t build it unless we know the issues. We want to make something that’s beneficial,” Laurie said. A second meeting has been held since then, with more meetings scheduled in the upcoming months. When the third phase of CARS finally rolls out, it will be all-encompassing for counties, MVD offices, lenders and dealers and will include a lot of functionality that hasn’t been there before. The new TRP is scheduled to be rolled out on March 17, 2025. After roll-out dealers will be able to do electronic titling as well as registrations in their dealerships. This will cut the wait time down considerably, initially within a week and eventually, it will be automatic. How’s that for service? “Eventually, we want dealers to be able to sell cars and not worry about paperwork with us or with the county. I think dealers are going to find that county operations will be so much smoother. Everything should go electronically — anything dealers need to send goes right to the county, and it comes back to them — there won’t be a long wait. Currently, dealers wait for titles to come back for a long time, and we want that to be an immediate process.” Laurie stated. How MTADA Dealers Can Help 1. The MVD will be holding additional Subject Matter Expert (SME) group meetings. Bruce will be organizing these meetings. If you are interested in participating, please reach out to him. We are relying on MTADA dealers for input and to help with demos. 2. MTADA will be sending out dealer surveys. Watch your email and complete the surveys so the MVD has the information needed to build out the new TRP system. 3. Once the dealer portion of the online services is available, the MVD needs volunteers to test it. The new TRP system will be very user-driven/friendly, and the step-by-step process is easy to navigate. Office and business managers from local dealerships are needed to take it for a spin around the block. If you are interested in participating in the SME groups or volunteering in the initial rollout, please contact Bruce at bknudsen@mtada.com. 16 MONTANA AUTO DEALER
WOMEN DRIVE THE FUTURE There is a misconception that the auto industry is only for men, and it is time to break this stereotype. According to NADA, women currently make up only 20% of employees at franchise dealerships, a number that everyone wants to improve. The best way to encourage women to explore career opportunities in auto retail is by highlighting the success stories of women who have made it in the industry. Although each woman’s career path looks different, they all have one thing in common: a love for the industry and a desire to make a difference in the lives of everyone they encounter. On the following pages, we are featuring some of the remarkable women members of MTADA. 17 MONTANA AUTO DEALER
Ashley Wolfe is a fourth-generation owner and operator of the Wolfe Automotive Group. In an industry historically dominated by men, Ashley is one of only a handful of women who operate an automotive dealership, let alone an automotive group. Ashley’s great-grandfather, F.J. Wolfe, founded Edmonton Motors Limited in 1925. Now known as Wolfe Cadillac, it is the oldest Cadillac dealership in Western Canada. The Wolfe Automotive Group has six dealerships in Canada and two new dealerships in Montana. They recently purchased Jim Taylor Motors in Fort Benton, Montana. In addition to running the automotive group, Ashley and her husband are raising two amazing boys. We recently sat down with Ashley and got to know her better. The following are excerpts from our conversation. How did you get into the auto industry? I went to Arizona State University (ASU) and did not plan on going to the automotive space at all. I was planning on going to the FBI. I had just left ASU, and my father said, “If you have any interest at all, now would be the time, or I’ll change my plans and sell the business.” I was 22 at the time and decided to go to work for him. I said, “I’ll work for you for three years and see if I like it.” I thought that was a fair amount of time, and I knew I could easily go back to graduate school, but I ended up loving the business and never left. For the first 12 months, I assisted managers with whatever they needed. I did some work in the fleet department and sales administration and sold cars. I moved around a lot and learned everything I could. My father wasn’t involved in the business that much anymore, as some dealers were from his generation. I needed more help than I could find because I wanted to learn more, and everybody had their own primary job to do, so my father sent me to the NADA Dealer Academy. Shortly after graduating from the academy, the general manager announced his retirement plans. My father said to me, “We’re going to make you the assistant general manager.” That was in March, and by Christmas, the general manager had retired. I was in charge. I was very nervous and I’m not a nervous person at all. I remember saying to my father, “I’m way underqualified. This is not a good idea.” He assured me that I would be fine. The first five years were very challenging, and that experience made me a much stronger person. There were members of management that did not believe in my abilities nor my ideas of how the business could grow. They knew this change was inevitable, but I was only 22 and a female. Thankfully, I had a handful of managers — who still work for me now — who rallied around me and helped me. As a woman, you are in the minority; what are your thoughts about the auto industry as a career path for women? What’s your experience been like? On occasion, others have made the assumption that I’m not the person in charge because I am a woman. I’ve had people come for a meeting with the general manager, and I go to meet them, and they presume I’m the secretary. I take them to my office, and they ask me to get them coffee. Then I sit down in my chair, and they’re like, “So there’s just you? You are in charge?” This attitude is not as prevalent as it was a few years ago, but dealing with such situations has been part of my journey. ASHLEY WOLFE WOLFE AUTOMOTIVE GROUP 18 MONTANA AUTO DEALER
What do you love about the industry, and what would you change if you could? I love this industry because it’s innovative. It’s always changing. It’s a very non-stagnant industry and that always makes it fun. Personally, I don’t do anything unless it brings me joy. I love that inside a dealership there are six or seven different independent business models — whether it’s parts, service or sales — and if you get them all working together, it’s simply magical. The biggest frustration I have, and something I wish I could change, is the negative public persona of the automobile dealer — the stereotypical used car salesman from the 80s who rips people off. Those people exist as they do in every industry. But the auto industry, in totality, is one of the most generous industries out there, in my opinion. Dealers donate so much money and have charitable foundations. We are a very compassionate group of businesspeople. What advice would you pass on to women entering the auto industry? Be assertive and confident. Sometimes women need to act a little bit more like a man. I find even now, when I interview and hire people, men always challenge their pay. Women don’t. I might offer a salary of $80,000 to be the HR manager and 100% of the men I interview for that come back and say, “I’d like $90,000 and three weeks of holiday.” Woman traditionally accept the first offer and almost always leave something on the table. Understanding your power before going into a meeting or negotiation is helpful. 19 MONTANA AUTO DEALER
TONYA HOUSE BEARTOOTH FORD Tonya House has been the owner of Beartooth Ford in Columbus, Montana, for the past 22 years. Her tenacity and drive have made her a trailblazer in this male‑dominated industry. She is a single mother of four wonderful children: Tana, age 25; Stone, age 23; Rae, who just turned 16 and Cort, who is 15. Tonya works hard to make sure she has a good work-life balance. We recently sat down with Tonya to learn more about her career. The following are excerpts from our conversation. How did you get into the auto industry? I was a cheerleader in high school. After cheerleading season was over, I was often found lying on the couch in my house. One day, my mother said, “You know, Tonya, you’re going to have to get a job — nobody’s going to call you while you’re lying on the couch.” The very next day, my cheer coach’s husband called me and said, “Hey, I was wondering if you’d like to come and work for me?” He just happened to own the local Chevrolet and Toyota dealership in town. Needless to say, my mother was shocked and I was hired. I worked full-time in the business office during the summer and part-time during school. I went off to college and had plans to be an attorney. After I graduated, I was busy studying for the LSAT and working at a dealership. I absolutely loved my job. I was getting ready to apply for law school when the owner of the dealership approached me and said, “I’d like to promote you and have you join us in our finance office.” I made the decision to put off law school and never looked back. As a woman, you are in the minority; what are your thoughts about the auto industry as a career path for women? What’s your experience been like? My life in the car business hasn’t been all unicorns and rainbows. I have run into some difficult people in my time, but I am definitely the type of woman to stand up to anyone, anywhere, anytime. When I first bought the dealership, there were times when people would come and say to me, “Can I speak to the man in charge?” or “Can I speak to the owner or somebody above 20 MONTANA AUTO DEALER
customer satisfaction. If you have your employees out there talking great about your business, it makes people want to come in and do business with you. If I could change anything, it would be to make the industry less corporate. Again in 2024, there’s still a lot of good old-boy stuff that goes on — and not just in big dealerships but also at the manufacturer level. It’s time to stop that. What advice would you pass on to someone entering the auto industry? Be tenacious, never give up and don’t live above your means. If you have a great month, save for the future because this business is cyclical and very much up and down. Try to build your savings account while you’re working. To people who are questioning if they can work on commission, I always say this: “If you have to take a risk on anyone, it should always be on yourself. You know how hard you’ll work. You know who you are, and you know that you’re the only person that’s going to make you successful. So, if you’re going to take your risk, it might as well be on you.” When I first started, the market manager at Ford Motor Company said, “You have the background, you’ll get approved to be a dealer, Tonya, but I don’t think you should do it.” I said, “Really, why?” He replied, “I don’t think that store will survive.” My response is the same as my advice: “Well, if I’m taking a risk, it’s going to be on me.” you?” Much to their surprise, I would say, “Great news, I’m the owner; what can I help you with?” I think this industry is a great place for women to succeed. If you’re going to be a female in this business, it is important to be thick-skinned. For a long time, I was the only female Ford dealer in the entire state of Montana, and that’s sad to me. This isn’t the 50s, 60s, 70s or 80s — you would think at this point that women would be more prevalent in this industry and not in the minority. Working in the auto industry is a great way to make a living as long as you have a work-life balance because the job can be very demanding. Recently I asked my boyfriend, “Am I getting too old for this?” He replied, “I don’t know a lot of people who love their job as much as you, so you better stick it out a little bit longer.” Someday, I would love for my daughter to take over Beartooth Ford, and she is considering it. Currently, I have my niece working for me in finance. I run a very family-oriented business; even if you aren’t related to me, if you work here, you’re family. What do you love about the industry, and what would you change if you could? My favorite thing about being in the car business is the customers and the day-to-day interaction. I love to negotiate and to meet every single person who comes through the door. I enjoy the challenge of selling somebody a car and overcoming objections that they may have. Most of all, I love my employees. For me, employee satisfaction creates 21 MONTANA AUTO DEALER
MARISSA TOPP EAGLE COUNTRY FORD Marissa Topp is the sales and finance manager at Eagle Country Ford in Sidney, Montana. Marissa grew up in Sidney and graduated from Sidney High School in 2003. She went on to graduate from the University of Minnesota-Crookston with a bachelor’s degree in hotel, restaurant and institutional management with an emphasis in resort and spa. After graduating Marissa took a job with a Montana-based hotelier at one of their properties in Henderson, Nevada, where she was the assistant general manager. Nevada was not for her, and she jumped at the opportunity to transfer back to Montana at one of their Bozeman properties, where she became the director of sales. Working in the tourism industry has its ups and downs, and in 2012, tourism was crashing. Marissa decided that a change was needed, so she moved home to Sidney and started her full-time career at the Eagle Country Ford store. She became a member of the sales team and, after working in that department for a few years and being the F&I’s backup person, she moved into the F&I office full-time. And a few years after that, she took on an additional role of sales manager. Marissa is following in her father’s footsteps and is a secondgeneration dealer. In 2018 Marissa married Joe Topp, and in September 2021, they welcomed their son Bridger; he joined his “fur” sisters Oakley and Penny, the amazing and loyal family pets. They live just out of town with their small cattle herd, their horse 22 MONTANA AUTO DEALER
Wallace and the most recent additions, mini cows named Stella and Louise. We recently sat down with Marissa and learned more about her and the experiences she’s had working in the auto industry. The following are excerpts from our conversation. As a woman, you are in the minority; what are your thoughts about the auto industry as a career path for women? What’s your experience been like? I have been surrounded by strong women my whole life, starting with my mother, who can run circles around any employee and chew you up on both sides, spit you out and then drive away in a stick-shift “big-ass” truck. The women in my community are incredible — a few of my friends are better cattle drivers on horseback than their husbands; it is normal to be driving down the road and pass a semi with a woman driving it or see a tractor in a field with a momma behind the wheel and a car seat strapped in the buddy seat with a toddler in it. In short, my parents and community raised me not to let society hold me back because I am a woman. Being a woman in any industry comes with struggles and the constant battle of what needs to be prioritized first. I feel that we as women are judged when we “pick” the wrong thing first — we should never be judged for picking our kids over our careers. Many women in the industry are mothers, grocery shoppers, appointment runners, band concert attendees, cattle wives and award ceremony attendees. I don’t know how many times others have tried to make me feel ashamed because I needed to go get my little dude from daycare. The typical response: “Can’t someone else go get him?” My response: “No, they can’t. I am the mom, and I am the parent in town.” It took me longer to tell them that than it did for me to get him. There are even some days that I get a raised eyebrow from my dad. I have to remind him that I am a momma first and a car dealer second. And if you know us, we both stare at each other with our eyebrows raised for some time before we move on. I remember when I just had Bridger — he was maybe three weeks old — it was cold, snowy and the wind was blowing. My backup person was gone for the weekend, and someone wanted to buy a car. My sales gal called and told me, “The customer really wants to get the car today. I tried to tell him you just had a baby and he is still pushing for today.” I told her it was fine and to give me 30 minutes. I pulled myself together, packed a diaper bag, made a bottle, put Bridger in his car seat and we started our adventure to town. When I arrived at the dealership, my sales gal was waiting. She held the door open and helped me inside. The customer just stood there with his mouth wide open and said, “Oh, I thought you were lying about the whole ‘baby’ thing and just didn’t want to come to work.” I responded, “Who in the hell lies about just having a baby?” I have noticed a shift in mindsets over the last 10 years. When I first moved back home and started working in the industry, I heard a lot of, “Oh, I will go talk to him,” or “Missy, you don’t know this answer.” Today is different — whether it is because that older age group is not out and about or we as women have proved our worth — attitudes towards us are different in a good way. One day, I received a thank you card from a middle-aged single mom who had worked for us at one point. She decided to move to be closer to her daughter. The message in the card said, “Thank you for helping me be a better independent woman. You taught me basic things but very important things — how to change my wiper blades, how to back up units comfortably and most importantly, how to jump-start my car.” As women in this industry, it is important that we support each other. What do you love about the industry, and what would you change if you could? One of my favorite things is when I can see the excitement of the customer. There will always be those customers who just get under your nails and aggravate you, but then there are customers who come in and are such a blessing and so uplifting. They’re genuinely so happy because you could get them in the car of their dreams. Experiences like that are amazing; I love what I do on days like that. There are many things I wish I could change, but the first would be to get things back to a normal range of getting vehicles out to people with fewer restrictions. What advice would you pass on to someone entering the auto industry? Be open-minded, excited and eager to learn something every day. As a technician, you’re not only a mechanic, but you’re an electrician, an engineer and a computer technician — how awesome is that? To be a salesperson, you meet somebody new every day and your returning customers are your friends. The technology in cars today is so exciting and overwhelming; it is fun to sit in a vehicle and learn all about it. The knowledge in this industry is always changing, so be prepared to learn something new every day! 23 MONTANA AUTO DEALER
CLIMBING THE AUTOMOTIVE INDUSTRY LADDER OF SUCCESS By Sharon Kitzman, Dominion DMS In the auto industry, there is a gap between the number of women in leadership and those who buy cars. Maintaining that discrepancy is risky because it shows a lack of innovation when serving the market. Interestingly, women buy 62% of all vehicles today. Even if they don’t purchase directly, they influence 85% of car-buying decisions. Yet, while more women are in automotive leadership roles than ever, the statistics are still not great. According to Deloitte’s recent study, women account for 47% of the labor force but only 27% of the auto-industry workforce, even though those who do really enjoy it (Women at the Wheel study). The 330 women surveyed, also in a study by Deloitte and Automotive News, have an average tenure of 15 years at the same company and over 26 years in the industry. More than 80% are senior managers (directors, vice presidents and other C-suite occupants), and almost 60% are in marketing, sales, operations or product development. In most industries, women prefer conducting business with other women. Whether it’s their banker, doctor, lawyer, psychologist or salesperson, most women want to deal with the same gender because they feel more heard than when dealing with a man. Even though most women have done their research, they want someone who can understand them and listen. Can a man do this? Absolutely! But sometimes, women need to see another woman in the business before they will walk through the door in the first place. So why are there not more women in our industry? From the day in 1882, when Bertha Benz became the first person to complete a long-distance automobile trip, women have popularized the automobile and staged and led many noteworthy developments. There are many reasons why the auto industry fits well 24 MONTANA AUTO DEALER
One of the best approaches to success in the auto industry is developing a strong network of allies, mentors and good people to know. And I think there’s no better industry than the automotive industry to start your network. Most dealer principals have more than one story about the people who taught them the business and set up their career trajectory for success within the business — and they typically want to return the favor. Another great source for your network is tapping into your vendor relationships, especially if you already work in the auto industry. Strong vendor partnerships are among the greatest strategic growth tactics and best practice resources available to nearly every industry, including the auto industry. By collaborating with suppliers and vendors, within the framework of a true partner relationship, you can multiply success and profits exponentially. And the best part? Everyone benefits. A genuine mutual relationship that promotes problem-solving is an advantage for profit margins and creates a more productive and engaged organization that focuses on quality outcomes. While this should be a best practice for everyone, it’s especially important to women in the auto industry. As women in the auto industry, it’s important to identify what resources you need to do your job successfully, what resources influence your job area, and what resources can further your career and connect with them. Strong vendor relationships allow you to leverage your time, and strong mentor relationships give you the inside track on how to get things done. The future of women in the auto industry is strong; it won’t remain at 27%, and that’s a good thing. Study after study has shown the importance of gender diversity in all industries, including the auto industry. Companies with diverse management teams experience 19% higher revenue and are 70% more likely to enter new markets. Furthermore, diverse teams are 12% more productive. Better still, turnover goes down 45%. In the automotive industry, where technological advances and shifting consumer demands drive rapid change, embracing diversity and inclusion has never been more crucial. Sharon Kitzman leads the launch and long-term growth of Dominion DMS. Previously, she managed the strategic direction and product development for Reynolds & Reynolds and Dealertrack. Her experience spans every area of dealership software development, including sales, marketing, product lifecycle management, process re-engineering, OEM management, professional services, and customer services. Kitzman is a recognized leader in the automotive industry for her expertise in DMS technology. She received numerous accolades for her leadership, including Automotive News Top 100 Leading Women 2015 and 2020, Auto Remarketing Women in Retail 2021 and AutoSuccess Women at the Wheel 2021. She has a Bachelor of Business Administration from Ohio State University. Sharon Kitzman is passionate about creating and nurturing partnerships within the automotive industry and regularly discusses the many vendor products and services within the auto industry on her VUE Points podcast. Scan the QR code to listen. https://www.dominiondms.com/podcasts/ with women, and perhaps we all need to do a better job of highlighting those: 1. It’s a great industry for a career change. Many people find the need to switch careers, and the auto industry is an exceptional place to land. For many women looking to return to the job market after a leave of absence, the auto industry has many soft-skill jobs that offer a solid career path, from accounting to finance and beyond. 2. The opportunity to learn new skills. The auto industry offers a wide range of positions, each requiring specific skills to be learned and mastered. 3. A wealth of lateral job moves. Not all job moves need to go straight up. The auto industry has many opportunities that zig-zag, yet they still allow for growth. 4. Charting a career path. The auto industry offers excellent opportunities for advancement. It’s a matter of being observant, asking questions and seeking out the opportunities that arise often in most dealerships. 25 MONTANA AUTO DEALER
MTADA AT THE 2024 NADA SHOW PHOTO GALLERY The 2024 NADA Show was held Feb. 1-4, 2024, in Las Vegas. MTADA was there for all of the excitement and was proud to honor Charles Notbohm as a TIME Dealer of the Year Nominee. 26 MONTANA AUTO DEALER
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DRIVING OUR INDUSTRY FORWARD BY CONTRIBUTING TO MONCAR Supporting MONCAR, Montana Automobile Dealer’s Political Action Committee (PAC), is crucial in supporting the automotive industry and ensuring Montana’s voice is heard in public policy. As we’ve seen over the past few years, there are constant threats to our franchise system and our business. Whether it’s industry changes, manufacturer demands or economic influences, we face many challenges. In order to confront these together with a unified voice, we need your support and participation. Building and maintaining relationships with the legislators who represent you in each of your districts is how we are able to protect pro-business and pro-dealer rights. It is how we are able to ensure that our elected officials understand the needs and issues that we face in the dealership community. This is why we ask that you consider donating to our MONCAR fund today. WE are the car dealers, and WE need to have a strong voice. To find out more and donate, please contact Bruce at bknudsen@mtada.com. Thank you to the following individuals who contributed to MONCAR as of June 2024: Aaron Jones Ashley Wolfe Bill Kinlaw Blake Underriner Brandon Bretz Brandon Heberle Bryant McCarver Cary Toepke Cooper Thomas Craig Tilleman Dan Clowes Don Kaltschmidt Erick Anderson Gary Schoepp Gordon Henricksen Jackson Bell James Johnson Jason Davis Jeffrey Presser Jeremy Robson Jim Taylor Joe Billion Kevin Kaltschmidt Kris Houtonen Lindsay Toepke Marissa Topp Mark Taylor Marvin Rehbein Mike Duff Mike Stull Randy Point Robert DeMarois Scott Peterson Steve Germain Steve Stout Susan Anderson Tammy VandenBos Tenyson Zent Terry Andreessen Wade Rehbein Wayne Nentwig William Underriner 28 MONTANA AUTO DEALER
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