UCC Newsletter 21

I n s i d e N e w s a n d I n f o r m a t i o n f o r D e a l e r s a n d A g e n t s

www.UnitedCarCare.com

Fall 2009 Volume 21

United Car Care organized a collection of 81 winter coats this year which UCC staffers and other building employees dropped off in donation boxes placed throughout its corporate office building.

The company-wide effort will further assist Coats for Colorado, Inc. in its mission to collect and distribute coats to those in need this winter.

Coats for Colorado, Inc. is a non-profit, volunteer-based subsidiary of Dependable Cleaners that gathers and donates coats to people in need all over the state, according to the organization’s website.

Dependable Cleaners created Coats for Colorado in 1982 and partnered with Denver’s Channel 7 local news station

in 2003 to “increase the Coats for Colorado reach,” the site states.

It kicked off its coat-collecting campaign at the beginning of October, publicly distributing coats to those in need throughout November and one day in December at the Dependable Cleaner’s warehouse in Denver.

“UCC would like to thank everyone for participating in the donation drive,” said Pam Franks, Sales & Marketing Manager for UCC. “We are very pleased with how many people were generous enough to give. Thank you all for helping us have a successful coat drive.”

United Car Care (Emphasis on Care) Shares Warmth This Holiday Season

Celebrating 25 years in business

STAFF:Art Director: Christian Bakken

Editor: Pam Franks

Creative Writer:Cam Mathews

Proofreader:Erin Mathews

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Look for a digital copy at:www.UnitedCarCare.com

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Looking Ahead to 2010 – From the President

UCC Web-Training: United Car Care is pleased to announce Webinar, Podcast and Webcast training that is set up to specifically meet and address the needs of each individual store.

$225 per year

Call for Details1-800-571-6412


Dear Valued Agents & Dealers,

As we begin to wind down in 2009, we can’t help but look back and wonder what we just went through.

Like most of our dealers, we, too, are glad to have the last three quarters behind us. The “Cash for Clunkers” money has finally been paid up. The factories are building cars and trucks again, and the pre-owned market should settle down to normality by the end of the year.

For those left standing and profitable, you are to be commended.

As for United Car Care, we managed not only to survive but also to enjoy a ten to twelve-percent increase in our overall book versus last year’s numbers. Our seasoned business dropped off with the market, yet we continued to grow, adding new business with dealers from around the country. We couldn’t have done it without you.

Our goals for 2010 will be realistic and attainable as we cut costs where we can afford to yet budget and forecast for new growth over the next year.

Approaching the upcoming holiday season, we feel especially grateful for your support and your business. We celebrated a 25th anniversary in 2009 and look forward to the next 25 years with you.

From all of us at United Car Care, thank you and Happy Holidays!

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Last August marked the 50th anniversary of an important and life-saving invention that motorists continue to use today – the seat belt.

Swedish inventor, Nils Bohlin, first created the “three-point seat belt,” which is now a standard safety device in most vehicles, according to an About.com article on Bohlin’s history. His lap-and-shoulder belt was first introduced by Volvo in 1959.

History shows that Bohlin, recruited by Volvo in 1958 as its first safety engineer, understood the limitations of restraint devices, especially those that were uncomfortable and difficult to operate. After a year of testing, he realized straps across the chest and hips were able to efficiently restrain people.

“His simple solution allowed a person to buckle up with just one hand,” the article stated. “The seat belt proved so effective that Volvo sent Bohlin to America to promote his seat belt to the Consumer Products Safety Commission.”

The American patent for the seat belt was published as “safety belt” in 1962.

It wasn’t until two or so years had passed that most car and truck manufacturers supplied them as a standard feature.

Upcoming Dates

December

4thWebcast - Are you in Compliance? Webinar - How You Can Bring Sales Information to the Meeting.

18thWebcast - Trial Closing the Sale. Webinar - Closing Techniques.

January

8thWebcast - Shorten the time it takes to sell. Webinar - Improve product conversion rate.

22nd Webcast - Interviewing 101Webinar - Effective and Efficient Interview. Transfer Best Practices to Everyone.

February

5th Webcast - What do your products mean? Webinar - Service Contracts that sell themselves.

13-15NADA in Orlando.

19thWebcast - Menu Presentation basics. Webinar - Menu Presentation: Logic equates to logical.

March

5thWebcast - Sell like you mean it!Webinar - Push vs. Pull in the decision.

23rdWebcast - Trial close questions for temperature. Webinar - Open ended questions lead to closes.

The Seat Belt: 50 Years in the MakingCelebrating 25 years in business

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The Future of Document Imaging in the Era of Electronic DocumentsCelebrating 25 years in business

Over the past several weeks, the UCC claims payment specialists have been working with a brand new imaging process. Christian Bakken, UCC Marketing & Graphic Communication Specialist, said he first introduced his “paperless” idea to management four years ago. At that time, implementing the new program would have cost more than the savings however, and so the idea was put on the back burner.

Until now. In the fourth quarter of 2008, Bakken again brought the “paperless” idea to UCC Director of Operations Jeff Hagberg, who was interested to learn about the cost savings and workflow streamlining capabilities. After reviewing the results from an in-depth cost analysis, Hagberg found that, despite the expense of going paperless (new monitors, scanners, and a fax modem), “the savings were substantially more,” Bakken recounts.

Prior to the paperless program, procedure required every claim, inspection report, cover letter, contract, etc. to be faxed or mailed to UCC as a paper product. But now, with the help of a built-in Optical Character Recognition (OCR), scanning documents into Adobe Acrobat Standard means that the claims payment department receives, handles, pays and files all its paperwork electronically.

“I really feel like our system of receiving and paying claims is so much more organized now,” said Cameron Mathews, Claims Payment Supervisor. “Before we went paperless, everything had to be faxed in, stapled and written on before a claim was ready for payment. We were going through a ream of paper every day.”

“This is not to say that paper is going away anytime soon,” Bakken said. “A lot of engineering still needs to be done to make electronic displays competitive, but these steps are steps that any company that wants to be around over the next 25 years needs to take.”

Bakken continues, explaining that a Digital Management System makes searching for documents easier and quicker. Filing, folders and bankers boxes are things of the past. As Erin Mathews, Claims Payment Assistant said, “The whole process of receiving claims, processing them and filing those claims is faster. We’re getting everything done in one fell swoop – doing it all with the click of a mouse.”

Accuracy is another plus. With this new program, the claims payment department receives 100% of its faxes.

Other UCC departments are learning the new imaging system, too, and are on the cusp of going electronic themselves,

“I see the future with little to no paper – people reading and sending documents directly from handheld reading and writing devices and the normal clutter of the office gone,” Bakken concludes. “Science fiction or future fact? I say the latter.”

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Obstacles as Opportunities - Status Quo Fertile Ground for Growth?

During these economic times, we hear about a downturn in real estate, banking, retail sales, GDP, etc, etc. How many times have Americans had to overcome economic conditions to sustain their lifestyle? How about 47 recessions since 1790! That’s every 4.6 years that something is negatively impacting us economically. To equate it in a more modern era perspective – from 1854 to 1919, recessions typically lasted for 18 months. By comparison, from 1919 to 1945, recessions lasted an average of 22 months. Recessions are not new to our free enterprise system. They are simply adjustments from circumstances. They hurt individuals, businesses and governments, but how can one survive from circumstance?

There are currently 2.6 million millionaires in the United States today—about 8.9 % of our population. How did they get there? How do they remain there? During periods of restricted investment vehicles, how does someone take advantage and still win the game of wealth? Most Americans possess a resilience, a “can do” attitude, regardless of the circumstance. There are a few, however, who see obstacles as opportunity and manage to rise above it all and prosper. Opportunity seldom comes announced. In fact, she likes to hide herself under the veil of pessimism and negativity. The ones who can expose her usually prosper to the heights of their own goals.

How many remember the recession from February to October in 1945? Few might.

However, history tells us that we were experiencing a decline in government spending following World War II that led to a huge drop in the GDP. That recession lasted 8 months and followed a period of rationing by a country sacrificing because of the war. Forget the 5 other recessions that led up to the November 1973 – March 1975 recession. Unemployment was at 9% and oil prices quadrupled from OPEC. The Vietnam War led to stagflation along with the 1973 – 1974 stock market crash. The period was known for rising unemployment and rising inflation. How many could forget the January 1980 – July 1981 recession? The Iranian revolution and increased oil prices around the world, the Federal Reserve raising interest rates to fight inflation. Tighter monetary policy in the U.S. helped the recession to drag on until1982 when it finally corrected itself. How about July 1990 – March 1991? Thank goodness the 1990s were the longest period of growth in American history. Our 200 – year-old country has had only one decade of sustained economic growth in history. March of 2000 – November of 2001 brought us our next recession. The collapse of the dot-coms compounded with the tragedy of September 11th. So here today, we find ourselves in another part of American economic history.

Which leads us to the question: Given circumstance, how can we sustain and even grow a business during these challenging times? A company is only as strong as its leadership and its employees. A long time ago, United Car Care chose not to participate in a negative

downturn of economic fortune. Instead, we chose to take advantage of those who use the economy as an excuse for adequacy. UCC has made a conscious effort to responsibly grow our business during a time when most businesses are panicking and eliminating services. We are involved in creating products and services to respond to a marketplace that is full of opportunity. Our circumstance has opened the door of opportunity for us to prosper and grow. Our employees are positioned to help United Car Care grow now and into the next decade.

A goal is a terrible thing to waste.

“Prosperity is not without many fears and distastes; adversity is not without comforts and hopes.”—Sir Francis Bacon

~ Written by John Vecchioni, Director of Sales & Marketing


Michael Geiger – Claims Adjuster

Below are the newest additions to the UCC Family - Welcome Aboard!

New faces at UCC

Rebecca McIntyre enjoys working with people, whether it is over the telephone or in person. That is what makes her a perfect fit here at United Car Care. McIntyre was hired on as the company’s receptionist in August, and she brings a wealth of customer service experience to the corporate table.

After her previous company, Jackson National Life Insurance Company, relocated all its Denver service center positions to Lansing, Michigan, McIntyre was forced to either move with the company or search for something local. A month later, she found United Car Care.

“I immediately applied since it sounded like a good fit with my previous experience,” she said. “I was thrilled when I was offered the position.”

Her previous professional experience includes an assistant gallery director for Abend Gallery of Fine Art, an office assistant with Mountain & Plains Woodworking Machinery, a sales associate for Casual Corner and a travel consultant for Dillard’s Travel. McIntyre also operated Acorn Travel as an independent contractor through Fare Deals Travel directly out of her residence. Working with people is what she loved most while employed with the travel agency and what she missed at her last job with Jackson National.

When she’s not behind the office desk, McIntyre said she loves watching movies, knitting and spending time with her three children, who keep her busy most of the time.

Rebecca McIntyre – Receptionist

Michael Geiger, United Car Care’s newest claims adjuster, learned to appreciate cars early on while working with his grandfather in his garage.

“I think those memories alone will always keep me interested in automobiles,” he said.

At the ripe age of 15 years old, Geiger got his start in the car business as a gopher in a custom auto-body shop. After six or so months had passed, Geiger said the shop owner allowed him to do mild bodywork on collision vehicles. He worked there for another six years, learning everything from classic car restorations to new vehicle custom fiberglass work and mild engine performance modifications.

Geiger said he came to hear about an opening on UCC’s claims staff through one of the company’s current claims adjusters, Chris Barnett.

“He (Barnett) told me that UCC treated its adjustors like adults rather than micro-managing everyone like a lot of warranty companies will do,” Geiger said. “It made me excited enough to put my Legos away and come apply.”

Outside the office, Geiger said he does a lot of snowboarding with friends during the winter months. In the summer, he enjoys camping and hanging out at parks and lakes with his wife, 6-year-old son and 2-month-old daughter.

“If I have had my coffee,” Geiger jokes, “I am very outgoing, friendly and am excellent with handling the customers.

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Dealer Recognition CornerDoug Ikegami – Dealer for Doug’s Lynnwood Mazda in Edmonds, WA.

Doug Ikegami of Doug’s Lynnwood Mazda dealership in Edmonds, Washington was recently featured in the September 21st issue of Automotive News for his 35 years of service and commitment as a dedicated Mazda Retail Partner.

“Special congrats to our dealers whom we signed in 2009, and thanks to the folks at Olympic Dealer Marketing for signing up Doug,” said Dave Mathews, United Car Care President & CEO. “It’s been an amazing 35 years, and again, thanks to ODM for their strong efforts. Congratulations, Doug!” Ken Dinsmore – Dealer for Milam Mazda in Puyallup, WA.

Ken Dinsmore of Milam Mazda in Puyallup, Washington was featured in the October 5th issue of Automotive News and was presented with a commemorative plaque for his 35 years as a Mazda Retail Partner.

“UCC has had the fortune of having Ken’s business for the last four years,” Mathews said. “Jim Mueller from ODM services Milam’s account weekly and actually used to work for the folks there. Congrats to you, Ken and your crew.”

Dealer Recognition / Webinar vs Webcast / New FacesCelebrating 25 years in business

Training Webcast vs. Webinar: What’s the difference?

Webcast-Free webcast training is an introductory overview of the sales process, from interview to close and beyond. Each 10 minute segment is archived on our website for you to watch at any time.

Webinar-This is a more detailed and comprehensive Sales and F&I training course. Each 50-minute webinar is full of tips, tools and techniques designed specifically to increase your production, PVR and profits. Webinars may be viewed live for one-on-one interaction with the trainer or downloaded and viewed at your convenience. Subscription is only $225 for one full year.

Find out more by emailing us at:[email protected]

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Employee of the Year - Crystal Felipe – Assistant Administration Manager

Once a year, United Car Care employees cast their vote for which colleague they personally think should receive the prestigious Employee of the Year award – one that is presented to a particular staffer who exemplifies hard work, is dedicated to company progression and understands the importance of achievement.

The 2009 Employee of the Year award was presented to Crystal Felipe, Assistant Administration Manager.

Felipe started at UCC five years ago and has continually showed great work ethic and overall drive in her professional position in the company’s administration department.

When asked if she was surprised that she had been selected as the employee of the year, she

said she didn’t even know her name had been thrown into the nomination cap.

“I think there are a lot of deserving, hard-working people here at UCC, so I am truly honored,” she said.

The several anonymous responses listed below came directly from UCC employees following Felipe’s selection as the 2009 Employee of the Year recipient:

“She is extremely accurate and has one of the lowest error ratios I have ever seen.”

“Her customer service skills are superb. She has developed outstanding relationships with not only the dealerships, but the agents as well.”

“She has a wonderful personality and gets along with all of UCC’s employees. She is always willing to help out and does it with a smile on her face.”

“Crystal is a dedicated employee and a vital part of the administration department. She is extremely knowledgeable about all aspects of administration and does an excellent job in her position.”

“She is a team player. She always pitches in with helping out in other areas. She also does this with a very positive attitude no matter what is going on around her, which is incredible.”

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A Decade of Service - Steve GardnerUnited Car Care, Inc.P.O. Box 3988 Greenwood Village, CO 80155-3988 www.unitedcarcare.com



It was early June of 1999 when United Car Care executives discovered Steve Gardner – one of the company’s veteran claims adjusters still working the phones today.

Signs pointing to success in the automotive business came early for Gardner. In his senior year of high school, he received an award for “Outstanding Achievement in the Industrial Arts Field” from the Auto Shop Department.

He has spent 35 years in the automotive service and parts world-some of that time as a service manager for a motorcycle dealer and some as a precision machinist in the aircraft industry for Northrup Aircraft.

Ten years ago, then UCC Vice President Dave Mathews and President Dan McNellis were interested in the fact that Gardner had spent

more than five years working for the service contract claims department of Kelly Blue Book in California. But not only that, “Dave and Dan were drawn to the fact that I had held a position with the Denver Auto Auction as an arbitration and mechanics shop manager,” Gardner said.

Over the last decade, Gardner says, it hasn’t been the automotive industry that has really changed – just the players.

New dealers come on board and some go away. It has always been his experience that if the claims department and the dealership or repair shops operate with honesty, everything runs smoothly.

“Claims volume (over time) fluctuates with the climate, literally, and also with the financial climate,” he said.

When asked what has kept him here at United Car Care for the last 10 years, Gardner said, “I was impressed, after a short time with the company, by the way it was run with integrity and how Dave and Dan treated the employees and myself like a family,” Gardner said. “I was certain right away that I would be affiliated with this fine organization for a long time and have found it to be an honor and a privilege to do so.” He also said that he has enjoyed using his knowledge of the workings of the automobile to handle mechanical problems that the customers and shops find “without busting his own knuckles.”

“I get great satisfaction from helping each individual customer to use the service contract they were sold to fix their mechanical problems,” he said. “I certainly hope that my past performance in the effort to promote our company as the best in the industry will allow me to see many more years of service to the company and its customers.”

When Gardner isn’t handling claims calls, he likes to go camping with his family in the local mountains. He recently returned from a 2,400-mile camping trip to Lake Havasu City, Arizona and visited the Grand Canyon along the way. Gardner says he loves to ride motorcycles as well, both street and dirt bikes.

“We spend vacations when we can in Mazatlan, Mexico and visiting family in Wisconsin,” he said.

UCC is giving away $500 to F&I managers every quarter. Do you sell UCC branded contracts? Want to be included in the potential candidates?

F&I Contest $500 Gift Card

Email [email protected] for more information on how you can win $500.

Last quarters’s winner: Jim Mushock, Gault Chevrolet, Endicott, NY and Leslie Johnston, Glendora Chevrolet, Glendora, CA