THE UTAH INTERNATIONAL AUTO EXPO PHOTO GALLERY
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22 ©2024 Utah Auto Dealer | The newsLINK Group, LLC. All rights reserved. Utah Auto Dealer is published four times each year by The newsLINK Group, LLC for the New Car Dealers of Utah 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 circumstances. The statements and opinions expressed in this publication are those of the individual authors and do not necessarily represent the views of the New Car Dealers of Utah, 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. Utah Auto Dealer is a collective work, and as such, some articles are submitted by authors who are independent of the New Car Dealers of Utah. While the New Car Dealers of Utah 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. 14 EXECUTIVE DIRECTOR’S MESSAGE 6 Together, We Make a Difference By Craig Bickmore, Executive Director 8 NCDU Hall of Fame Inductee Kirk Y. Schneider 9 Congratulations NCDU! 2023 MarCom Awards Winner 10 NCDU Hall of Fame Inductee Jeffrey K. Wetzel 12 2024 TIME Dealer of the Year Nominee J. Blake Murdock 14 The Utah International Auto Expo Photo Gallery 20 NADA Market Beat: February 2024 New Light-Vehicle Sales Finish Strong By Patrick Manzi, NADA Chief Economist 21 Register Today! NCDU Annual Good Wheels Golf Tournament 22 How to Build a Consumer-Friendly Service Experience That Is Efficient By Sharon Kitzman, Dominion DMS Kirk Schneider 1958 Inducted January 12, 2024 Kirk Y. Schneider was born and raised in Salt Lake City, Utah. He attended Cottonwood High School and in 1981 received a BS in Business Management from the University of Utah. In the Spring of 1979 Kirk was lucky to go on a blind date with a beautiful blonde in a yellow Corvette. That decision ultimately changed the course of his life. In March of 1983 Kirk and that beautiful blonde, Nata Wade, married and began their lifelong friendship, partnership, and love affair. They now have 3 daughters and 6 grandchildren. In January of 1984, Kirk was fortunate to have Nata’s father Nate Wade offer him a job at Nate Wade Subaru. Nate had a strong team of lifelong people that accepted Kirk and taught him the car business. Kirk still joke’s that he will never have seniority at Nate Wade Subaru. In 1996, Nate sold Kirk and Nata the dealership which began a whole new adventure. In 1998, they took on the Daewoo Franchise but quickly realized that putting all their effort into the burgeoning Subaru brand was a better strategy and sold Daewoo 18 months later. The team at Nate Wade Subaru has been recognized by Subaru for their excellence in winning the Pinnacle Club, Chairman’s Roundtable and Pleiades Club awards on multiple occasions. Because of the strength of this team, Kirk was able to pursue various service opportunities throughout the industry. He served on the Subaru National Retail Advisory Board for 16 years serving as Chairman on two occasions. He has served on the board of the New Car Dealers of Utah for over 20 years serving as President in 2001-2002. He served on the Utah Motor Vehicle Advisory Board and on the UADA Insurance Trust board. He has chaired the Auto Expo since 1995. Kirk succeeded Stephen Wade as the NADA director from Utah in 2014, a position he continues in today. Kirk served on the boards of The National Ability Center and KUED. With the Nate Wade Team Kirk and Nata have been able to support many Utah Charities including The Huntsman Cancer Foundation, The 4th Street Clinic, Youthlinc, and the Boys and Girls Clubs. They are proud that since 2016 they have granted 35 wishes to Utah kids through Make a Wish and have sent over 300 veterans to Washington DC on the Utah Honor Flight. The New Car Dealers of Utah is proud to welcome Kirk Schneider into the 2024 Hall of Fame and recognizes his contribution to his community and the automotive industry. 8 CONTENTSPUB. 6 2024 ISSUE 1 4 UTAH AUTO DEALER
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Together, We Make a Difference BY CRAIG BICKMORE, EXECUTIVE DIRECTOR The past few years have brought many challenges, and you have faced those difficulties head-on. Your hard work and dedication to the industry are inspiring. Your comradery with fellow members, willingness to help our communities and persistence in finding solutions to everpresent issues is commendable. I think Henry Ford said it best: “Coming together is a beginning. Keeping together is progress. Working together is success.” The NCDU and its members are a prime example of working together in unity and with continued success. In this issue, we are shining a spotlight on a few of our outstanding members who have gone above and beyond in both their business and personal lives: Hall of Fame Inductees Kirk Schneider and Jeff Wetzel, and TIME Dealer of the Year Nominee J. Blake Murdock. It is because of incredible members like these that the NCDU and our local communities continue to thrive. We are also celebrating another successful Utah International Auto Expo. This year’s event was filled with anticipation and excitement as car enthusiasts and families enjoyed hundreds of new cars, trucks, crossovers, SUVs, EVs, hybrids, pre-production models and so much more! I want to thank all of the sponsors and members who attended. The NCDU Annual Good Wheels Golf Tournament will be held in June. We hope you will join us for a day of fun and friendly competition as we “tee off” and raise money for a good cause. On the legislative front, we are keeping a close eye on the FTC CARS Rule and will keep you up to date on what you need to know to stay compliant. We are also monitoring the current administration’s moves to ease off the throttle and relax EV mandates. As new information is made available, we will communicate that with you. I would be remiss if I didn’t mention that this year is a big election year. It is more important than ever that we elect leaders that will support our industry. Taking time to do research on the candidates and asking thoughtful questions is more imperative than ever. I encourage you to donate to our PAC if you have not already. Monies raised through our PAC support candidates on both sides of the aisle that are business-friendly and support our industry. As always, the NCDU stands ready to support and aid our dealers in running their dealerships, as we have in years past. Together, we make a difference, not just in our communities but in the lives of our employees, colleagues and our own. I am grateful to be working so closely with so many accomplished, kind and caring individuals. Thank you, Craig Bickmore EXECUTIVE DIRECTOR’S MESSAGE 6 UTAH AUTO DEALER
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Kirk Schneider was born and raised in Salt Lake City, Utah, where he attended Cottonwood High School. In 1981, he received a B.S. in Business Management from the University of Utah. In the spring of 1979, Kirk was lucky to go on a blind date with a beautiful blonde in a yellow Corvette. That decision ultimately changed the course of his life. In March of 1983, Kirk and that beautiful blonde, Nata Wade, married and began their lifelong friendship, partnership and love affair. They now have three daughters and six grandchildren. In January of 1984, Kirk was fortunate to have Nata’s father, Nate Wade, offer him a job at Nate Wade Subaru. Nate had a strong team of lifelong people who accepted Kirk and taught him the car business. Kirk still jokes that he will never have seniority at Nate Wade Subaru. In 1996, Nate sold the dealership to Kirk and Nata, which began a whole new adventure. In 1998, they took on the Daewoo Franchise but quickly realized that putting all their effort into the burgeoning Subaru brand was a better strategy and sold Daewoo 18 months later. The team at Nate Wade Subaru has been recognized by Subaru for their excellence in winning the Pinnacle Club, Chairman’s Roundtable and Pleiades Club awards on multiple occasions. Because of the strength of this team, Kirk was able to pursue various service opportunities throughout the industry. He served on the Subaru National Retail Advisory Board for 16 years, serving as chairman on two occasions. He has served on the board of the New Car Dealers of Utah for over 20 years, serving as president in 2001-2002. He served on the Utah Motor Vehicle Advisory Board and the UADA Insurance Trust board. He has chaired the Auto Expo since 1995. Kirk succeeded Stephen Wade as the NADA director from Utah in 2014, a position he continues to hold today. Kirk served on the boards of The National Ability Center and KUED. With the Nate Wade Team, Kirk and Nata have been able to support many Utah Charities, including The Huntsman Cancer Foundation, The 4th Street Clinic, Youthlinc and the Boys and Girls Clubs. They are proud to say that since 2016, they have granted 35 wishes to Utah kids through the Make-A-Wish Foundation and have sent over 300 veterans to Washington, D.C., on the Utah Honor Flight. The New Car Dealers of Utah is proud to welcome Kirk Schneider into the 2024 Hall of Fame and recognizes his contribution to his community and the automotive industry. NCDU HALL OF FAME INDUCTEE Kirk Y. Schneider 8 UTAH AUTO DEALER
9 UTAH AUTO DEALER Congratulat ons NCDU! 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. We are very pleased to announce that the Utah Auto Dealer was awarded the MarCom PLATINUM AWARD for print media. MarCom’s Plat num Award is presented to those entries judged to be among the most outstanding entries in the competition. Platinum Winners are recognized for their excellence in terms of quality, creativity and resourcefulness.
Jeffrey Wetzel was born to Betty and Dick Wetzel in Salt Lake City, Utah. Growing up in Salt Lake, he attended Highland High School. He then served a two-year mission in Manchester, England. Following his mission, he attended the University of Utah, graduating in 1985 Cum Laude, majoring in economics. In 1987, he received an MBA from the University of Utah while working full-time at Zions Bank. Jeff is a member of the Phi Beta Kappa Honor Society. In 1981, Jeff married his teenage sweetheart, Molly Warner. She has been the inspiration, strength and love of his life. They have four children and 10 grandchildren. Being with Molly, children and grandchildren is the most cherished and meaningful part of his life. Jeff started his career in the automobile industry in 1985, selling new and used vehicles at Rick Warner Ford. In 1986, he attended the National Automobile Dealers Association Dealer Academy. Also in 1986, he became the general manager of Rick Warner Chrysler Plymouth. In 1990, he also became the General Manager of Rick Warner Nissan. Jeff and Rick Warner applied for the coveted new General Motors Saturn franchise in 1990. Based on their care of customers and employees, they were awarded the Utah market area for Saturn, “a different kind of car, a different kind of company.” Saturn of Salt Lake was constructed and opened in 1991 with salaried sales consultants, one-price selling and vehicles with polymer door panels. The Saturn Difference propelled CSI scores and sales penetration to the top of the industry, according to JD Power. In 1995, Saturn of Orem opened in Utah County. Saturn continued to thrive, and in 1999, Saturn of Riverdale began operations. In 1988, Rick Warner Chrysler Plymouth was the recipient of Chrysler Corporation’s highest award, the Award for Excellence. Saturn of Salt Lake, Saturn of Orem and Saturn of Riverdale were awarded Saturn Corporation’s most prestigious award earned by less than 5% of retailers nationally, the Summit Award, recognizing customer enthusiasm, sales and partnership. Jeff has served on a number of boards and supported numerous community organizations. He served as president of the New Car Dealers of Utah in 2006 and chapter president in 1998. He was a member of the NCDU Board of Directors from 2002 to 2007. Many days and weeks were spent in Springhill, Tennessee, and Detroit, Michigan, building the Saturn brand. Jeff served on the Saturn Franchise Operations Task Force (National Dealer Council) from 1998 to 2000 and again from 2003 to 2005. Jeff was a member of the Saturn Product Development Task Force from 1995 to 2005. He served on the Saturn Team Member Development, Recognition and Market Area Approach Task Forces. He also served on the General Motors Service and Parts Operations Board. Jeff has served in the Church of Jesus Christ of Latter-Day Saints as scoutmaster, bishop, stake president and area seventy. He currently serves with Molly as director of the Salt Lake Communications Council. He enjoys cycling, skiing, boating, tennis and fly fishing. NCDU HALL OF FAME INDUCTEE Jeffrey K. Wetzel 10 UTAH AUTO DEALER
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.
2024 TIME DEALER OF THE YEAR NOMINEE J. Blake Murdock is one of a select group of 49 dealer nominees from across the country who was honored at the 107th annual National Automobile Dealers Association (NADA) Show in Las Vegas, Nevada, on Feb. 3, 2024. The TIME Dealer of the Year award is one of the automobile industry’s most prestigious and highly coveted honors. The award recognizes the nation’s most successful auto dealers who also demonstrate a long-standing commitment to community service. Murdock was chosen to represent the New Car Dealers of Utah in the national competition — one of only 49 auto dealers nominated for the 55th annual award from more than 16,000 nationwide. “The most rewarding aspect of my automotive career is the people I’ve worked with over the years, and in my situation, that also means family members,” nominee Murdock said. “The relationships I have developed with customers, employees and communities are priceless.” Murdock’s first job in the industry was as a lot attendant at his grandfather’s dealership, Olsen Chevrolet, in Layton, Utah, in 1967. He attended Brigham Young University in Provo, Utah, and his focus was squarely on joining his father, Kent, to carve out a career in the retail auto business. “It was important to me to learn as much as possible about this industry,” he said. “I took classes, attended conferences and participated in industry organizations, knowing that I wanted to leave a legacy for my children like my father did for me.” In 1982, he partnered with his father and brother, K.O., in a Chevrolet store in Bountiful, Utah. From there, they acquired more dealerships and founded the Murdock Auto Team, which now encompasses multiple stores in northern Utah, representing brands Cadillac, Chevrolet, Genesis, GMC, Hyundai and Volkswagen. Murdock served as CEO of the group until September 2020, when he sold the business to his two oldest sons and his nephew and purchased his current Ford store with his youngest son, Dain. “I have worked in the automotive industry my entire life,” he said. “A solid work ethic, good communication skills and a clearly defined set of corporate values have made it possible for me to hire and inspire great employees. I never ask them to do more than I am willing to do myself.” J. Blake 12 UTAH AUTO DEALER
Murdock views his involvement in associations, including the New Car Dealers of Utah and manufacturer dealer councils, as a way to gain business knowledge and mentor others. “I find it is essential to keep current with industry trends and innovations,” he said. “I also find it rewarding to mentor new leaders to keep the industry strong and moving forward.” Murdock’s most important civic achievement is helping to raise funds for the Bountiful Veterans Park. Dedicated in 2020, the park pays homage to all veterans from the Bountiful area, beginning with those who served in the War of 1812. The names of the veterans are etched on granite walls, and the park features a dramatic centerpiece statue. “I am proud to be involved with this unique and special monument that honors those who have protected and served our country,” he said. Murdock has also supported the Stuff the Truck event to support local food banks, Coats for Kids initiative from the Rotary Club of Bountiful, Santaquin Orchard Days celebration and CenterPoint Legacy Theatre. He also supplies vehicles for athletic departments at three major universities. Dealers are nominated by the executives of state and metro dealer associations around the country. A panel of faculty members from the Tauber Institute for Global Operations at the University of Michigan selected one finalist from each of the four NADA regions and one national Dealer of the Year. Three finalists received $5,000 for their favorite charities and the winner received $10,000 to give to charity, donated by Ally. In its 13th year as exclusive sponsor, Ally also recognized dealer nominees and their community efforts by contributing $1,000 to each nominee’s 501(c)3 charity of choice. Nominees were recognized on AllyDealerHeroes.com, which highlights the philanthropic contributions and achievements of TIME Dealer of the Year nominees. “At TIME, we are proud to uphold the decades-long tradition of honoring automotive dealers who make a positive impact and show dedication to their communities through our TIME Dealer of the Year award,” said TIME CEO Jessica Sibley. “We are excited to keep this tradition of applauding these community contributions together with our partners at Ally.” Doug Timmerman, president of dealer financial services, Ally, said, “Auto dealers nominated for the TIME Dealer of the Year award have demonstrated an unwavering commitment to not only the industry but to their respective communities through volunteerism, sponsorships and supporting charitable causes, no matter the market climate. Whether their clients are purchasing a first car or upgrading for a growing family, these selected dealers have successfully extended their relationships beyond the showroom and have been steadfast in driving their communities forward.” Murdock was nominated for the TIME Dealer of the Year award by Craig Bickmore, executive director of the New Car Dealers of Utah. Murdock and his wife, Julie, have 10 children. Murdock 13 UTAH AUTO DEALER
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THE UTAH INTERNATIONAL AUTO EXPO PHOTO GALLERY The Utah International Auto Expo was held Jan. 12-15, 2024, at the Mountain America Expo Center. Attendees experienced all the latest in cars, trucks and SUVs — including the highly anticipated Volkswagen ID. A big thanks to the dealers that participated and our sponsors for making this happen. 15 UTAH AUTO DEALER
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FEBRUARY 2024 NEW LIGHT-VEHICLE SALES FINISH STRONG New light-vehicle sales for February 2024 exceeded expectations. February 2024’s SAAR totaled 15.8 million units, up 6.3% from February 2023 and up 6% from January 2024, which had seen a 10-month low. More vehicles on dealer lots coupled with higher OEM incentives helped drive the sales increase. According to J.D. Power, average incentive spending per unit is expected to total $2,565 in February — an increase of 75.3% year over year and the highest level since May 2021. One of the drivers of increased incentive spending, says J.D. Power, is more OEM incentives for leasing. In February 2024, leasing will likely account for 23.2% of retail sales. Despite higher incentives and a lower average transaction price of $44,045 in February — which was down $1,919 year over year — the average monthly payment on a new vehicle finance contract should remain flat year over year at $722, says J.D. Power. The crossover segment continues to grow and remains the largest new vehicle segment in the industry. Through February 2024, crossovers made up 49.9% of all new vehicles sold, up 3.2 percentage points in market share from the same period last year. Alternative-fuel vehicles represented 18% of all new vehicles sold through February 2024, an increase of 3.6 percentage points in market share compared with the same period in 2023. Hybrids have seen the largest market share jump so far this year, rising 2.7 percentage points year over year to 8.5%. For the rest of the year, we expect to see inventory continue to increase gradually and OEM incentive spending to follow suit. The industry will continue to stabilize throughout 2024. Our annual forecast for new light-vehicle sales is 15.9 million units. BY PATRICK MANZI, NADA CHIEF ECONOMIST 20 UTAH AUTO DEALER
REGISTER TODAY! Mountain Dell Golf Course Tuesday, June 18 7:00 a.m. Registration and breakfast 8:00 a.m. Shotgun start For more info, please email Deannae at deannae@uada.com. NCDU Annual Good Wheels Golf Tournament
Delivering a superior service experience is the goal of every business. To achieve this goal, dealers must build a service experience that is both efficient and friendly. Achieving this balance can be difficult, but with the help of some fantastic technology, it’s not impossible. In this article, we will explore the steps necessary to create a consumer-friendly service experience that is also efficient. The Check-in Process The check-in process is a crucial part of the overall customer service experience. It sets the tone for the entire service experience. As such, it is essential to get it right to deliver a truly consumer-friendly experience. By looking at other industries with check-in processes, we can learn from their operations and apply them to our own. My veterinarian reminds me of my appointment more frequently and in a fun and friendly way (think texts with dog emojis) than the appointments I have booked online for my car. The emojis might seem childish, but it makes me smile when I see the text, and I open the text to read the whole reminder. My dealership could do better with the appointment reminder process or the linkage between what I have already filled out online and the questions I am re-asked when I get into the service lane. This level of accessible customer service keeps me coming back. Similarly, the automotive industry could take a cue from the airlines and ensure they check in customers as quickly as possible. I know what you are thinking. Really, the airline industry? But take yourself back 10 years before the kiosks and bag drop, when everyone waited for a live person to help them. I remember my first kiosk experience with Delta, thinking, “This is never going to stick,” but now it is the rule, not the exception. The airlines invested in consumer apps to smooth processes and satisfy the desire for self-service. They also changed their operations, funneling the travelers to the kiosks the minute they walked in the door with a greeter. The key is providing an excellent check-in process, where your consumer can self-service the things that make sense, and your advisors use the data supplied by that consumer to check in quickly and efficiently. Waiting and standing in line is rarely an enjoyable experience and not one that consumers want to repeat. However, by providing a simple, efficient and friendly check-in process, you can start your service experience on a positive note. The Waiting Area One of the essential parts of creating a consumer-friendly service experience is ensuring your waiting area is as inviting and efficient as possible. There are consulting companies that do this full-time for the medical industry. For example, having a quiet, safe and clean environment is essential. Even something as simple as comfortable chairs, bottled water and snacks can make a world of difference. Complimentary Wi-Fi is always appreciated to allow your customers to stay connected with their busy lives. HOW TO BUILD A CONSUMER-FRIENDLY SERVICE EXPERIENCE THAT IS EFFICIENT BY SHARON KITZMAN, DOMINION DMS 22 UTAH AUTO DEALER
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. Listen to our VUE Points podcast to stay up to date with news and current events related to the automotive software and retail industry. https://www.dominiondms.com/podcasts/ Additionally, providing timely information about what is going on with their vehicle and pushing video content to the consumer’s device can keep them in the waiting area and not coming back to the drive to ask additional questions. Consider giving customers the option to upgrade additional repairs while they wait. A big plate glass window for added transparency will reassure the customer about the work being completed on their vehicle, avoiding questions regarding the services. Having a comfortable and productive waiting area will help ensure customers have a friendly automotive service experience. Overcommunicate Clear communication with consumers is critical to providing a friendly service experience. Technology can be used to streamline the process, as well as provide transparency throughout the duration of the service. A communication system that keeps customers informed throughout the process should be a priority. From the time of check-in, customers should be given an estimate that makes them aware of the approximate time and cost of their services. The estimate should list all the suggested services and the rough cost for completing each service. Upon the customer’s review and agreement, the customer will sign the document, ensuring there are no surprises once everything has been completed. Prices should never be a surprise, so communicating with the customer is vital for transparency Plenty of research shows most consumers prefer text as the best way to reach them because it allows for concise yet detailed updates that won’t take too much of the consumer’s time. Through the use of text updates, customers will have the ability to stay on top of their service and make any necessary changes that they may require. I have witnessed certain regionally based demographic tendencies — think South Florida — where text is not always best. You know your client base! Transparency is also vital to providing a consumer-friendly service experience. It is essential to allow customers to view updates to their service or inform them of any changes that could impact the service’s completion. Good news can be delivered autonomously, as it won’t require any action from the customer. Bad news should always be delivered in person so that the customer can fully understand and respond to the issue. Finish Strong Completing the service experience in a consumer-friendly way is just as important as the beginning of the process. Ensure that the bill does not surprise the consumer and take payment their way. Offer payment options such as online, in an app, through SMS or at the cashier station. Use technology to allow the technician to show and tell what repairs were made to the vehicle and ensure the consumer knows what was done and why it was necessary. The client that brought the car in for service may have a partner, not with them, who wants to understand what repairs were made. Lastly, follow up with the consumer one to two days after completing the service to ensure there are no lingering concerns. Following these steps will ensure consumers have a friendly and satisfactory service experience. 23 UTAH AUTO DEALER
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