2013 Workshop Schedule

Service and Body Shop

WORKSHOPS

Special Social Media - Tech Workshop

Meet NADA: Not Your Daddy's Orientation

Don’t just attend the 2013 NADA ATD Convention and Expo--explore it! Meet NADA will be your opportunity to discover the innovative ways you can learn and network outside of the classroom and traditional learning experiences. We’ll walk you through all the options, and then encourage you to explore the different areas so you can better understand the impact they will have on your NADA experience. Take advantage of this time on the schedule that does not conflict with workshop sessions or connecting with potential partners in the Expo. Some of the areas you’ll be encouraged to visit and explore are the Social Connection Zone, Lifestyle, Franchise Meetings, Workshops, and the Expo floor.

Presenters:
Midori Connolly, Seven Degrees Communications, LLC, , ; Jessica Levin, Seven Degrees Communications, LLC, Edison, NJ

Track Executive Leadership

Bring Disney Customer Service to Your Dealership

The reputation Disney has for incredible service and friendly employees is not magic. It's sound ideology consistently applied. This workshop will help you improve your store’s service by immersing you in the successful Disney model. You will learn the importance of attention to detail and how Disney trains its employees to treat customers as VIPs. Learn how you too can use the Disney model to consistently promote and ensure legendary quality service.

Presenters: Dennis Frare, Disney Institute, Celebration, FL

Cause Marketing: Your New Tool for Higher Profits

Most dealers give generously by contributing substantial amounts of time and money to non-profit organizations. But few know how to incorporate these efforts effectively into marketing strategies that differentiate them from their competition and create sales. This workshop will teach you how to turn the causes you support into one of your strongest marketing tools. Case studies will be presented by DCH Auto Group and individual dealers, revealing tactics and results.

Presenters: Roy Bavaro, DCH Auto Group, South Amboy, NJ; Cheril Hendry, Brandtailers, Irvine, CA

Coffee Stains: Poor Customer Service in Your Store

Learn about re-branding dealerships as they relate to Joe Calloway’s book, “Becoming a Category of One: How Extraordinary Companies Transcend Commodity and Defy Comparison.” Learn a five-step employee idea-generation, consensus-building, and decision-making tool called "1/3 Plus One." Specifically, the issue of poor customer service will be addressed.

Presenters: Walt Beatty, RICOP Construction, Columbus, OH; Mark Frendt, RICOP Construction, Columbus, OH

Current Trends in Today's Buy/Sell Market

The dealership buy/sell market is very active today. This workshop will examine the key drivers of this activity, including the credit markets, dealership profitability, blue-sky values, and buyers' ROI expectations. The workshop will also discuss the supply of dealerships for sale versus demand. Today, buyer demand outstrips supply, but in the future, this imbalance may shift with sellers outnumbering capable buyers.

Presenters: Erin Kerrigan, The Presidio Group, LLC, San Francisco, CA

Managers and Family: Keys to Your Succession Success

Your competitors have everything you have -- except your people and your family! To sustain the growth and value of your business, you must attract, develop, and retain high performers who are able to work with your family now and when you are gone. In this workshop, you will hear success stories relating how other dealers attracted the right people and motivated them to do the right things, the right way, in harmony with their family. This builds value today and succession success tomorrow!

Presenters: Hugh Roberts, The Rawls Group, Woodland Hills, CA; Dan Schneider, The Rawls Group, Newton, IA

Overcome Burnout and Reclaim Your Fire

The big lie isn't that the check's in the mail. It's the myth that after climbing to the top of the career ladder, satisfaction and happiness follow. In truth, after careerists attain their goals, they often fall victim to psychological disorders born of the “downside” of success. This workshop provides guidelines and take-home exercises you can use to inoculate yourself against "supernova burnout," the angst of having everything money can buy but nothing emotionally meaningful.

Presenters: Steve Berglas, egodoc.com, Pacific Palisades, CA

Healthcare Reform and the Impact on the Dealership

Attend this session to understand how to comply with healthcare reform and the financial impact on your dealership in 2014.  Friday's session will be an overview of healthcare reform. Sunday's session will be a workshop discussing the health insurance and penalty (HIP) calculator and the financial impact of healthcare reform on dealerships.  Topics to be discussed include:  key provisions of the health reform bill, timeline for regulations, penalty provisions if you choose to maintain or to drop coverage, health insurance exchanges, and tax implications.  Be prepared for the changes by attending one or both of these sessions.

Presenters: Anita Baker, CliftonLarsonAllen LLP, Mesa, AZ; Scott Gorden, CliftonLarsonAllen LLP, Minneapolis, MN; Mruduhl Sharma, CliftonLarsonAllen, LLP, Minneapolis, MN

NADA Workforce Study: How to Compete in Your Market

The new 2012 Dealership Workforce Study is proving to be an indispensable resource to help dealers manage their workforce more effectively in a competitive marketplace.  In this workshop, we will explore the complex relationships between pay plans, benefits, work schedules, paid time-off, and productivity within the context of regional economies.  Join us to learn how to use this new information source to improve your dealership profitability by fine-tuning compensation and benefit strategies, attracting new talent, and improving employee retention.

Presenters:Ted Kraybill, DeltaTrends Inc, Clearwater, FL; Timothy Nash, Northwood University, Midland, MI

Track Internet Solutions

Is Your Website Built to Fail or Sale?

This workshop provides powerful insight into website shopping behavior in the automotive marketplace. Learn how to effectively engage shoppers through targeted and relevant marketing. Close the circle by tracking 360° behavioral data to increase conversions, prove real ROI, and complete the full consumer lifecycle.

Presenters: Kendall Billman, VinSolutions, Overland Park, KS

Are You the Dealer You Say You Are?

Fifteen years ago, most dealerships didn’t see the value in having a website. This mistrust in technology still affects critical decisions today, hindering you from taking the next step in your digital marketing and advertising strategy. Consumer quests for information add complexity to marketing-spend decisions and channel management. Learn about current opportunities in digital advertising and break down display advertising and its benefits to your dealership.

Presenters: Matt Murray, Dealer.com, Burlington, VT

Digital Moments That Matter: Local, Mobile, Social

You have a limited number of chances to meet, engage with, and win the trust of your prospective customers online. These moments are critical to bringing shoppers to your lot, providing an optimal on-the-lot experience, and staying connected to customers after they leave. Local, mobile, and social represent the top-three digital developments that will help you succeed in the moments that matter in 2013.

Presenters: Kate Balingit, Google, Inc., Santa Monica, CA; Peter Leto, Google Inc., Birmingham, MI

Double Your Internet Sales and Profits This Year!

Internet-sales success is actually easy to achieve when you follow a proven path. In the last 15 years, countless dealers have achieved success, and this workshop will cover ten proven practices you can adopt for immediate and long-term success. Imagine doubling your Internet sales and profits in 2013. What could that do for your bottom line? This workshop will provide specific details on what you can and must do to take your Internet operation to the highest possible level.

Presenters: David Kain, Kain Automotive, Lexington, KY

Generation Web: Fully Optimize the Digital Journey

This workshop explores unreleased research on advanced web strategy. Differentiate between different consumer types and learn how to best influence each. We’ll outline the needed alignment, from brand marketing to conversion marketing to the dealership processes. Develop a holistic, advanced strategy to maximize volume, gross, and CSI.

Presenters: Jared Hamilton, DrivingSales.com, Sandy, UT

Guerrilla Marketing Using YouTube and Facebook

400 million U.S. adults use Facebook and YouTube daily. Attend this workshop to learn stealth guerrilla-marketing initiatives you can put into practice immediately without hiring a vendor. You will view live examples with real processes including: How to Build and Promote a YouTube Channel, How to Use Facebook Fan Pages and Pay-Per-Clicks to Promote Sales, How to Send Personalized Videos to Customers in Minutes, and more.

Presenters: James Ziegler, Ziegler Supersystems, Inc., Snellville, GA

How to Win Shoppers in Their 20s and 30s

Learn how shoppers in their 20s and 30s shop online and how the traditional buying funnel does not apply to their decision-making process. Our recent groundbreaking study provides unique, proprietary insights into how and why today’s 20- and 30-something car shoppers behave online. Develop a more successful online strategy for appealing to and converting this critical yet elusive demographic.

Presenters: Patrick Ryan, FirstLook and MAX Systems, Chicago, IL

Leverage Reviews to Impact the Bottom Line

Most dealers can share examples of how their reviews attracted a new customer, saved a sale, or even prompted process improvement. But few have a defined strategy for translating those reviews into bottom-line results. In this workshop, you will learn best practices for running a reputation-driven dealership, including success stories from GMs and principals who have successfully integrated reviews throughout sales, service, and F&I to drive more profits across their operation.

Presenters: Kathy Kimmel, Cars.com, Chicago, IL

Manage IT Risk and Improve Your Bottom Line

Historically dealerships utilized basic technology and relied on vendors to provide technology solutions. Today, dealers that aren’t looking for innovative ways to leverage technology are falling behind. Whether it’s a manufacturer-required iPad or a personal device used to follow up on leads, consumer-driven IT changes have already affected most dealerships. This session will discuss new technologies and how dealerships can use technology to manage risk and support business strategies.

Presenters: Mike DelGiudice, Crowe Horwath LLP, Oak Brook, IL

Purse Power: Sell and Market to Digital Divas

Do you know what women want? Women influence a significant number of car sales each year nationwide. Targeted online marketing to women will help you connect and engage with today’s "digital divas" and ultimately increase your sales. Women spend more time researching and shopping online than ever before. Learn to use digital tools such as search engines, Facebook, Twitter, YouTube, and blogs to draw in the female car buyer and influence her buying decision.

Presenters: Meredith Oliver, Creating WOW Communications, Raleigh, NC

Turn Metrics and Knowledge into Profits

This workshop reveals best practices for analyzing vital marketing and sales metrics. Areas to be covered include: website development, online-vehicle merchandising, third-party inventory sites and lead services, OEM leads, SEM, and operational structure.

Presenters: Shaun Raines, DrivingSales.com, Frisco, TX

Video SEO Strategies for Local-Search Marketing

Learn how to use video SEO to dominate local-search listings and gain an edge over your competition. Video listings in car shoppers' search results have a 41 percent higher click rate than static text links. This workshop reviews techniques to implement a complete video SEO strategy to increase your online market share. Techniques to be reviewed include: proper keyword optimization, distribution, upload frequency, realistic expectations, video length, and ROI.

Presenters: AJ Leblanc, Car-Mercial, Boca Raton, FL

Your Digital Showroom: Conversion Tools and Tactics

Today's competitive dealerships need to think of their website as an extension of their showroom. Learn powerful techniques that help you keep consumers interested and engaged as they shop your website for their next vehicle. Uncover conversion optimization techniques that top retailers use to empower shoppers to take the next step in the shopping funnel, and learn how to effectively integrate the four most powerful lead-capture tools for your website.

Presenters: Todd Smith, ActivEngage, Inc., Orlando, FL

Track Legal/Regulatory

Avoid Fraud and Embezzlement in Your Dealership

This hands-on workshop will take an inside look at actual dealership fraud cases, and what dealers can do to minimize the risk of fraud. Attendees will be taken step-by-step through the fraud process, using actual cases, and will be given measures and tips that will help develop a fraud-prevention strategy.

Presenters: Aaron Jacoby, Arent Fox LLP, Los Angeles, CA; Ron Sompels CPA, Crowe Horwath LLP, Tampa, FL

Explore Hot Tax Topics with Industry Experts

NADA attorney Paul Metrey will moderate an interactive panel discussion with experts from three prominent dealer accounting groups on several pressing federal income-tax topics, including what dealers must do to comply with the IRS’s December 2011 “tangibles” regulations and how this issue relates to the appropriate tax treatment of factory-image upgrade payments. Attendees will walk away with the latest compliance information from tax professionals throughout the industry.

Presenters: Terri Harris, IRS, Grand Rapids, MI; Joe Magyar, Crowe Horwath LLC, Tampa, FL; Paul Metrey, NADA Legal Group, McLean, VA; Wayne Robbins, Dixon Hughes Goodman LLP, Raleigh, NC; Dan Thompson, Boyer & Ritter, Camp Hill, PA

Federal Regulatory Update for Car Dealers

This important, need-to-know workshop will present essential updates on a flurry of new federal government activities impacting car dealerships. A wide variety of new federal rules and requirements will be covered. Learn cost-effective compliance tips and how to avoid legal trouble while saving money at the same time. Don’t miss the chance to ask a question on the regulatory concern of your choice!

Presenters: Doug Greenhaus, NADA Legal Group, Mclean, VA; Paul Metrey, NADA Legal Group, McLean, VA

Track Managing Your Resources

20 Group Best Ideas

In this workshop, the best 20 Group ideas from the past year will be presented. Examples from 2012 include tire-sale strategies, oil-change upgrades, dedicated online service portals, free DOT inspections, service coupons, direct-mail campaigns, video production, and customer-product evaluations.

Presenters: Mark Rogers, NADA 20 Group, Ft Collins, CO; Don South, NADA 20 Group, Pensacola, FL

Benefit from Being an Intelligent Insurance Buyer

The “same old approach” of buying insurance just doesn’t work anymore. In this workshop, you'll gain tools to control both losses and premiums. You'll learn about the current state of the dealership-insurance market, how to prepare for new coverage and premium changes, effective risk-management tools to lower losses and protect your assets, and valuable insights into insurance buying and bidding that will help you become an effective insurance buyer.

Presenters: Roger Beery II, Austin Consulting Group, Inc., Greenwood Village, CO; Steven Gibson, Dealer Risk Services, Boynton Beach, FL; Nathan Oland, Federated Insurance, Owatonna, MN

Keep Top Talent on Your Employee Roster

Employees not committed to your business are targets for competitive recruitment. They leave, wreaking havoc on your store’s productivity. How do you find, recruit, and keep top-performers happy and productive? NADART gathered experts in employee engagement to share field research, experience, and recommendations. Knowing best-retention strategies for Gen Y to Boomer professionals in your workplace will keep your dealership productive and profitable.

Presenters: Jon Hess, NADART, McLean, VA; Tim Jackson, Colorado Auto Dealers Association, Denver, CO; Ted Kraybill, DeltaTrends Inc, Clearwater, FL; Cory Mosley, Mosley Automotive Training, Short Hills, NJ; Josh Wilson, Mercer’s Human Capital Business, Atlanta, GA

Media Choices: What Works Best in Your Market?

The Television Bureau of Advertising (TVB) will examine media choices and share research that will help you decide how to go to market and what media to consider. How do you choose a media outlet? What advancements in media technology can you take advantage of? Can media prices actually go down? What are some new and exciting capabilities within your local television station?

Presenters: Steve Lanzano, TVB, New York, NY

Six Strategies That Will Create a Culture of Merit

This workshop presents six strategies for creating an “earn and deserve" culture of merit where results are consistently spectacular. It will teach leaders how to intentionally shape five key cultural components with the right values and expectations, techniques for increasing tough-love accountability, reversing entitlement, and tactics for preventing society's too-tolerant values, trends, and mindsets from infecting your culture.

Presenters: Dave Anderson, Dave Anderson's Learn To Lead, Agoura Hills, CA

The Invaluable Controller

Top dealerships achieve success by having the best people in every position, and none is more important than the controller. That's because every transaction eventually flows through the controller's desk. How can you be more efficient with the countless responsibilities? This workshop is an accelerated, hard-hitting look at how to elevate your controller's job performance. It will focus on hints, ideas, and how-to's for turning controllers into true profit producers.

Presenters: Christine Andrews, The Mironov Group, LLC, Edison, NJ; Robert Campbell, The Mirovov Group, LLC, Edison, NJ

Track Parts and Accessories 

Accessories Success Gameplan

Dealerships can do better than just six percent of the $30 billion accessories market with the right practices. Based on the best practices of hundreds of dealerships, this workshop provides an easy process to generate an additional $500 per copy. Learn how to streamline your accessory sales/order-handling process, enhance the customer experience, create engaging email campaigns, and enhance website functionality.

Presenters: Sidney Haider, izmocars, San Francisco, CA

Discover Hidden Profit in Your Parts Department

Learn the true profit-margin impact of having more of the "right" parts AND less of the "wrong" parts on the shelf, which include idle and excess inventory. In this workshop, you will gain tools to quickly and easily determine the exact costs of having the wrong parts. We’ll review case studies and a number of quick and easy profit-producing ideas to turn your parts department into a sustainable profit center.

Presenters: Mark De Lucia, DealerMine Corporation, Happly Valley, OR

How to Calculate the Correct Fill Off the Shelf

Parts managers must choose between the accuracy of their system-stocking guides and those of the factory automatic stock order (ASR). This program will show the parts manager what critical demand must be tracked, how it is tracked, and how it is used to create the optimum buying guides for YOUR dealership.

Presenters: Mike Nicholes, Mike Nicholes Capital Management, Inc., Portland, OR

Track Sales/Leasing/Finance

Dealers Reveal Secrets to Win the Hispanic Market

Thinking about advertising to Hispanic consumers, but don’t know where to start? Learn the latest U.S. Hispanic-market stats and discover the opportunities they offer. You will learn the secrets of dealers who have successfully tapped into this segment. Hear some out-of-the-box ideas, such as how to connect with the Hispanic community, in-dealership programs that help build your customer base, and how to best use Spanish-language advertising. Leave the workshop with ideas that are simple to implement.

Presenters: Jonathan Bernard, Univision Communications, Inc., Bridgeville, PA; Sara Hasson, Univision Communications, Inc., Brentwood, TN

Eliminate the F&I Bottleneck for Good

Explore external and internal forces that are causing the F&I bottleneck. Analyze your F&I department with the SWOT method. Learn to use technology, real-life procedures, and systems to create a smoother deal flow. Discover how to separate F&I’s sales and administrative duties and their effects on your bottom line. Using a 14-store group as a model, learn how to create a centralized F&I department to save costs and be more transparent. This roadmap will eliminate F&I bottleneck for good!

Presenters: Tony Troussov, Automotive Development Group, LLC, Independence, MN

F&I in Generation Y

Today, your dealership sees a savvy new type of customer: Generation Y! These customers, aged 18 to 25, have done their research, determined their needs, and established their gameplan well before stepping into your dealership. Your traditional F&I practices aren't as profitable with Gen Y. This workshop will focus on engaging, motivating, and closing “Gen Y” by creating a better F&I experience while increasing penetrations, gross, and CSI.

Presenters: Tony Dupaquier, American Financial and Automotive, The Woodlands, TX

Five Winning Strategies to Sell More Used Cars

This workshop will demonstrate five key strategies critical for dealers to improve their used-car business in today’s highly competitive and ever-changing used-car world. “Life-Cycle Management” will be introduced as a key component of turn, volume, gross profit, and reducing wholesale losses. Attendees will learn how the Internet and organizations such as CarMax are having an impact as the industry moves toward information-based selling, and away from "confrontational selling."

Presenters: Tommy Gibbs, Tommy Gibbs & Associates, Treasure Island, FL

Gross: Is It Your State of Mind?

Recent changes in the market have many dealers selling more but making less. In this workshop, you will learn best practices for increasing gross profit in all departments. This will enable you to improve profitability with no increase in sales or expenses. As your volume increases, so will your profits!

Presenters: Steve Emery, NADA 20 Group, Keller, TX

How to Avoid the Most Common Marketing Missteps

Deliver the online experience customers expect. We'll examine the trade-in and finance aspects of “four-square” and share how technology increases conversion of online shoppers to in-store prospects. Research reveals buyers’ actual shopping behavior prior to purchase, and their level of satisfaction with specific shopping activities — from finding the right dealership to trading in their vehicle — while searching for a new car. Learn how your store can better attract and engage shoppers.

Presenters: Howard Polirer, AutoTrader.com, Lake Villa, IL

Leaks and Tweaks: Impact Closing Ratios

Most sales departments unintentionally encourage procrastination and inaction through flawed customer handling before the write-up phase of the sales process begins. The process is often surrendered to a highly-educated consumer who leaves with completed research and an incomplete transaction. This workshop identifies these leaks and the painless tweaks needed to create a culture that triggers urgency, offers compelling reasons to stop research, and enhances the buying experience.

Presenters: Gil Weiss, NADA Academy, McLean, VA

Mystery Phone-Shop Challenge

Three volunteers from the audience will be selected to mystery-shop their dealership or a competitor live. After each call, the speaker will evaluate the performance and offer suggestions for how that salesperson can improve. The dealership performing the best as voted by the audience, will win a Kindle touch.

Presenters: Jerry Thibeau, Phone Ninjas, Charlotte, NC

Open An F&I Express Lane!

Today’s customer demands a beneficial F&I experience that expedites the delivery process. This workshop will detail how an F&I express lane will reduce customer wait time, eliminate menu madness, increase product sales, and ensure the F&I sales process adds genuine value to the purchase experience. Hear 7.6 best practices guaranteed to dramatically increase F&I income and improve the customer’s perception of the financial-services process.

Presenters: Ron Reahard, Reahard & Associates, Inc., Soddy Daisy, TN

Pre-Owned War: Dealers Versus Private Individuals

Private individuals control a large part of the pre-owned marketplace that dealers used to dominate. In this workshop, you will learn how to present your pre-owned product for sale and promote it as well as the private individual does.

Presenters: Tim Deese, Progressive Basics, Inc., Orange Park, FL

Why Salespeople Only Sell 8-10 Cars Per Month

This workshop will expose you to new, progressive ideas that will create a stronger salesperson and sales manager. Learn how to lower the customer's defensive posture, from the meet-and-greet to the negotiations. Scripts and word tracks will be provided, along with the structured steps for immediate implementation.

Presenters: David Lewis, David Lewis & Associates, Melbourne, FL

Track Service and Body Shop

A Multipoint Inspection Process That Really Works!

Every service department has a multipoint-inspection form, but few are actually making money with it! In this workshop, you'll learn a proven process that will take pressure off your advisors, keep your technicians happy, meet with customer approval, and increase your fixed-ops revenue. Learn how to implement the process, sustain the process and, most importantly, create a lifetime annuity stream through selling technician-recommended maintenance.

Presenters: Charlie Polston, BG Products, Inc., Oklahoma City, OK

Digital Strategies to Double Fixed-Ops Profits

According to NADA Data, the typical dealership service department accounts for roughly 50 percent of dealership profit. However, the typical car dealer's website only devotes a handful of pages to marketing service. The national service brands (Jiffy Lube, Midas, Firestone, etc.) dominate the digital marketplace. In this session, you'll learn seven digital strategies that you need to implement immediately to become competitive with the national service brands.

Presenters: Jeff Clark, DealerOn, Inc., Rockville, MD

Five Ways to Engage the Next Generation of Owners

Without serious change, dealerships, whose loyal customers tend to be between 55 and 75 years old, are at risk of becoming “senior centers.” We surveyed thousands of consumers about their service behavior, and what we found has shaped our understanding of the next generation. In this workshop, you will learn five ways to engage the next generation of vehicle owners. You'll receive practical advice to help you implement programs for keeping customers.

Presenters: Steve Dozier, DMEautomotive, Daytona Beach, FL

How Quick Lubes Drive CSI, Sales, and Profits

This workshop will dispel myths and preconceptions of the quick-lube industry. Consumer behavior and biases when purchasing oil changes and preventative maintenance will be shared. Profit opportunities and benefits (CPROs, CSI, and sales) found in a well-executed quick lube will be covered. A step-by-step process for opening and operating a successful dealership quick lube will be presented, including site selection, investment, managerial needs, IT solutions, and branding.

Presenters: Steve Barram, Integrated Services Inc., Portland, OR; Lesley Reed, Ashland Consumer Markets, Lexington, KY

Improve Your Body Shop's Scorecard

Performance measurement plays a key role in business success. Though profitability is always the most important measurement, many other Key Performance Indicators (KPIs) affect success. Vehicle owners, insurance companies, other dealership departments, and fleet customers always score the repair center to some degree. Managing the many KPIs that affect your daily activities affects your overall scorecard. Learn what your repair center's scorecard should include and gather ideas for improvement.

Presenters: Robert Rick, RR Custom Solutions LLC, Cedarburg, WI

Winning Ways to Retain Your Customers

There are only three ways to increase profits in a dealership: lower expense, improve gross margins, or sell to more customers! After a market downturn a few years ago, many dealers have expenses under control and margins at optimum levels. This workshop will show how to sell to more customers by retaining customers that a dealer already has. Good retention processes will better attract new customers as well. Armed with new ideas, create a roadmap for retention.

Presenters: Jim Phillips, NADA Dealer Services Group, McLean, VA