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SE METRO EXPANSION BY A LOT_ NISSAN KIA

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					                                                                                                                                              MARCH 2011                VOL. 7 ISSUE 4



LUTHER RALLIES                                      SE METRO EXPANSION BY A LOT, NISSAN KIA
                                                           As Kia has continued to
TO FIGHT HUNGER                                     explode off the auto sales charts,
                                                    Luther Nissan Kia is steadily
      As more than 130 volunteers                   growing with it.
entered the food packing floor,
music boomed and the clapping                              “It’s the people and the
began, motivating everyone                          product, but especially the
toward a notable goal: 500,000                      people,” said General Manager
packaged meals for hungry                           Brad Knutson, explaining the
children.                                           store’s success.
                                                           By recognizing the
                                                    marketing cost of reaching a
                                                    customer, employees can better      If there’s one thing that separates one dealer from another, it’s inventory, and this scene from Luther Nissan
                                                    comprehend the importance           Kia is music to any salesperson’s ears. A new lot with 270 cars means these guys have much more to offer
                                                    of taking care of every person,     customers. From left are John Pellerzi, Joe Ray, Kurt Convey, and Tim Baker.
                                                    explains Rich Spah, who manages
                                                    used car sales. One Knutson                to its north, but full capacity is
                                                    theme– it costs hundreds of dollars        closer to 400, said Used Car
Luther staff members and their families                                                        Manager Rich Spah. Used car
descended on a Brooklyn Boulevard facility          to bring a buyer in, so when a
                                                    person asks for an owner’s manual          salespeople now number eight,
to pack 40,000 meals in one shift for Kids                                                     with 10 in new cars.
Against Hunger, part of 540,216 overall.            or extra key, the store should be
                                                    willing to help.                                  In the small shop,
                                                           The store does far more than        technicians work on two shifts to
      The New Hope-based                                                                       keep the work flowing steadily
Kids Against Hunger relief                          its six car show floor and 10-bay
                                                    service area would suggest. Total          into the night.
organization, in partnership
with the Luther Family of                           inventory hovers around 500. How                  The fastest moving vehicle Used Car Manager Rich Spah helps load a CanAm
Dealerships, set up shop in a                       does the Inver Grove Heights store         on the Kia side is the Sorrento,           motorcycle taken as a trade-in into a trailer for Luther
                                                    pull it off? Answer: new lot space.        said New Car Manager Neil                  Honda of St. Cloud. On the machine is salesman
former Luther store in Brooklyn                                                                                                           Zackry Hanebeck, and at left is Honda of St. Cloud
Center, and played host to some                     The store had about 270 cars parked
1,500 volunteers from Luther                        in a newly striped and lighted lot          LUTHER NISSAN KIA, SEE PAGE 4 driver Bruce Meinz.
Auto, local organizations and the
greater Minneapolis community.
Responding to postcard
invitations, personal visits and
signs, volunteers answered the call
for help.

                                            Pages
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                                                     Service help in the busy, two-shift shop comes via advisors Adam
                                                     Bistodeau, above left, Mike Wagner and co-manager Greg Isham.
                                                     At right, Posing with the more upscale and larger 2011 Kia
                                                    Optima that was unveiled to Super Bowl viewers. At right, Zack
                                                    Hanebeck, left, and Chaz Oatis are now marketing a Kia four-door
                                                    that starts below $19,000, but tops out at $29,000.
KIDS AGAINST HUNGER, SEE PAGE 8

                                                     INSIDE:             MAJOR AUTO SHOW REVAMP ... PARTIES RECAP ... TECHS GO NATIONAL


        LUTHER                                       ATMOSPHERE, EXPERIENCE, CSI FOR MAZDA MITSU
                                                            Thriving in an
        SHARED                                       atmosphere that’s both
                                                     jovial and congenial,
        VALUES                                       salespeople like Eric
                                                     Palmer at Luther
                                                     Brookdale Mazda
                                                     Mitsubishi know a good
           Service                                   fit when they experience
            Growth                                   it. And, once that fit is
            Dignity                                  made, they’re in for the
           Potential                                 duration.
           Integrity                                        “You come in and     Brookdale’s Mitsubishi service satisfaction
                                                     do your job, do what’s      ranked number one in the multi-state
           Fairness                                  expected of you and that’s western zone. At right, from left, are master                           satisfaction index (CSI) that
                                                     just how it works,” said    technicians Gary Barnes and Kevin Dehn,
                                                                                                                                                        bested all Luther stores in its
                                                     Palmer. “They are good technician Tony Cloutier and advisor Rick                                   grouping, about two-thirds of
                                                     people to work for and I Gierczic. Inset: technician Jay Stevenson.                                Luther’s 25 outlets.
                                                     wouldn’t work anywhere                   prevalent, Mitsubishi brand.
                                                     else.”                                                                                             The Mazda 3 is the “bread
                                                                                                     The store’s always friendly                  and butter” auto on this seven-
                                                            As Mazda’s established            general manager, Gary Peterson,                     car show floor. This volume
                                                     “Zoom Zoom” marketing theme              said once customers come in,                        workhorse of the performance
                                                     exits the scene, Brookdale Mazda         staff members do a great job                        oriented Japanese herd offers
                                                     Mitsubishi has proven its staying        of retaining them. Service in                       0 percent financing, explains
T H E L U T H E R N E WS                             power with Mazda’s performance           particular, was on top for the                      Palmer. Quickly covering a room
newsletter@lutherauto.com
                                                     and the rugged, though less              end of 2010, with a customer
                                                                                                                                                              MAZDA MITSU, SEE PAGE 4
2
                                                                                                     FROM THE PRESIDENT...                                                                FARGO TECHS, WORLD TITLES
PLEASE SEND YOUR QUESTIONS AND COMMENTS TO DAVID BY EMAIL TO: QUESTIONSFORDAVID@LUTHERAUTO.COM




                                                                                                                                                                                                   Master                                                            to determine
                                                                                                   ACT OF COMPASSION SHOULD BE LAUNCHING PAD                                              technicians                                                                which part or
                                                                                                         First of all, thank you for all of    into service is the joy we get from        Josh Radcliffe                                                             parts had failed.
                                                                                                   your efforts in the Drive To                          helping others. That reward      and Steve Beltz                                                            The scenarios are
                                                                                                   Serve program. What you                               should be considered of          are bringing                                                               meant to resemble
                                                                                                   have done is very real– you                           greatest value. Claim it and     the world of                                                               real difficulties.
                                                                                                   have truly helped those in                            know that what you have          General Motors                                                                     With tests
                                                                                                   need.                                                 done is good.                    to Fargo as each                                                           like these behind
                                                                                                         People who experience                                  And please make no        has earned their                                                           him, Radcliffe
                                                                                                   the pain of being hungry will                         mistake: helping others          field’s highest                                                             knows that others
                                                                                                   actually have food because                            is the only motivation           achievable
                                                                                                   of your efforts. They will                            behind what we do as an                                                                                     will come. He
                                                                                                                                                                                          designation,                                                               remains realistic.
                                                                                                   eat. Please understand: this                          organization. This “event”
                                                                                                   is monumental.                                        was not done for financial
                                                                                                                                                                                          World Class                                                                “It helps your
                                                                                                                                               gain or recognition. Such will never       Technician.              Newly crowned World Class Technicians             confidence that
                                                                                                         That being said, I encourage                                                                              Josh Radcliffe, left, and Steve Beltz mastered you can get
                                                                                                   you to use this experience as a             be an expectation, requirement or                   Traveling
                                                                                                                                               purpose of serving, and we as an           to Texas and             eight out of nine service areas by completing through it, but
                                                                                                   launching pad to further give of                                                                                multiple off site challenges. Their excellence
                                                                                                   yourself. Rather than simply patting        organization and individuals should        Chicago for                                                                you’ve still got
                                                                                                                                               never be looking for such a reward.                                 raises the profile of Luther Family Buick GMC.
                                                                                                   ourselves on the back and hanging up                                                   intense hands-                                                             to take each issue
                                                                                                   our aprons of service, let’s allow this           But do use this event for            on tests, the two                                                          as it comes and
                                                                                                   to fuel our engine in helping others.       momentum in your own lives. Take           from Luther Family Buick GMC                         figure it out,” he said.
                                                                                                         It really is a blessing that          this good deed and build on it.            emerged as master certified in eight                         Beltz’s most difficult test
                                                                                                   we can be witnesses to not only a           Continue to help. Move forward.            out of nine areas, rocketing them to
                                                                                                                                               Look for opportunities to touch the                                                             was in steering and suspension,
                                                                                                   compassionate organization, but                                                        world class status. Not surprisingly,                diagnosing a vibration on a
                                                                                                   to a compassionate community of             lives of others in need and those who
                                                                                                                                               are less fortunate. We will do the
                                                                                                                                                                                          both have plans to go after the ninth,               Corvette. He appreciates Family
                                                                                                   friends and family who show that                                                       as well.
                                                                                                   the American spirit is alive and well.      same as an organization, and I look                                                             Buick’s dedication to his work.
                                                                                                   You were there in a time of need, a         forward to serving beside you in the                “I wanted to prove to                              “It says a lot about the store
                                                                                                   time of distress, and are part of a very    future.                                    myself that I could do it, it was                    and their commitment to us,” said
                                                                                                   generous and caring country.                      You have my heartfelt gratitude      the highest I could get from the                     Beltz. “It was quite an expense for
                                                                                                         You ask nothing in return.            for what you have done, and I am           training,” Radcliffe said. Beltz,                    us to go.”
                                                                                                   You’ve simply given of yourself             deeply appreciative of knowing so          who mentored Radcliffe as an intern
                                                                                                                                               many generous and caring people.
                                                                                                                                                                                                                                                      Emmerich has been
                                                                                                   when you saw a need. Embrace that                                                      some 10 years ago, chose to join                     particularly impressed with
                                                                                                   feeling of goodness that comes from                                                    his former student in the
                                                                                                   serving others. Part of what calls us                                                  man over machine struggle.
                                                                                                                                                                                          He had five master
                                                                                                 MAJOR REVAMP FOR AUTO SHOW                                                               certifications several years
                                                                                                                                                                                          ago, and picked up from
                                                                                                                                                                                          there to get the three others
                                                                                                                                                                                          needed.
                                                                                                                                                                                                   Radcliffe’s internship
                                                                                                                                                                                          started at the close of his
                                                                                                                                                                                          junior year in high school.
                                                                                                                                                                                          After graduating, he
                                                                                                                                                                                          attended Dakota County
                                                                                                                                                                                          Technical College in                   Master Technician Josh Radcliffe, center, receives a
                                                                                                 The new Twin Cities Auto Show entrance scheme leaves no doubt about where participants   Minnesota, with alternating “World Class Technician” trophy, the emblem of the
                                                                                                 can find the vehicles they’re looking for, at area dealerships.                           two month stints at the                highest possible technical achievement within General
                                                                                                                                                                                          school and dealership.                 Motors. At left, General Manager Anita Emmerich, and
                                                                                                        Twin Cities Auto Show                        Echoing the large log cabin                                                 Service Manager Tim Ebens, at right.
                                                                                                                                                                                                   “It’s amazing to see
                                                                                                 attendees’ eyes were wide open                seen at past home and garden               what he’s done, from when I met                      Radcliffe’s ability to translate
                                                                                                 when they saw the new entrance                shows, the two story “Ultimate             him, then as a little boy to now,                    complex technical information
                                                                                                 displays at the                                                     Garage” display      when he’s one of the best techs                      into a language that customers can
                                                                                                 Minneapolis Convention                                              on the main          we’ve got,” said General Manager                     understand.
                                                                                                 Center, where a                                                     show floor            Anita Emmerich. Radcliffe’s father                          “He’s not afraid to get with a
                                                                                                 dealership modeled gateway                    featured three fully decorated “man        was a service manager at the area’s                  customer and explain it in laymen’s
                                                                                                 welcomed car enthusiasts to a host            caves” measuring 1,500 square-             Pontiac store where Emmerich                         terms.” One instance involved a
                                                                                                 of new attractions inside.                    feet each. A small cafe offered            started out.                                         guest who wanted a grab handle
                                                                                                        “This is the most significant           refreshments, as well, along with                                                               installed inside his vehicle, a move
                                                                                                                                                                                                   There were no guarantees
                                                                                                 revamping of the show in as                   a patio for relaxing. State Farm                                                                that would surely damage the air
                                                                                                                                                                                          when the two faced General Motors
                                                                                                 long as I’ve been with it,” said              Insurance had an interactive garage                                                             bag system. Radcliffe explained
                                                                                                                                                                                          judges. Each testing portion on
                                                                                                 Greater Metropolitan Auto Dealers             display.                                                                                        why this was not a good idea.
                                                                                                                                                                                          the road to world class had seven
                                                                                                 Association (GMADA) Coordinator                     Family Friendly Pricing              stations with three or four sabotaged                       “I learn something from him
                                                                                                 Patty Schutte, a planner for more             was also new, as is a family food          cars. The men had 40 minutes to                      every day,” said Service Manager
                                                                                                 than 20 years. The show ran from              package with savings of up to $8 on        diagnose vehicle problems and                        Tim Ebens.
                                                                                                 March 12 to 20.                               hot dogs and sodas.                        explain how to fix them. Radcliffe                           World class techs help boost
                                                                                                        The theme?                                                                                                     tried to stay           the store’s image in its market, but it
                                                                                                 “Get your sneak                                                                                                       focused and             also has advantages when working
                                                                                                 peek into the future                                                                                                  calm, and               with General Motors, Ebens
                                                                                                 and see the cars of                                                                                                   get as much             explained. Having these individuals
                                                                                                 tomorrow.”                                                                                                            done as he              on the roster makes it less likely that
                                                                                                                                                     The exhibitor’s lounge                                            could. An               GM will throw up “red flags” on
                                                                                                        New offerings included                 returned after a one-year hiatus,                                       automatic
                                                                                                 the Green Room, with vehicles                                                                                                                 warranty repair orders.
                                                                                                                                               and secret shoppers scanned sales                                       transmission
                                                                                                 employing green technology.                   presentations and dropped $100                                                                         Radcliffe and Beltz each carry
                                                                                                                                                                                                                       problem was
                                                                                                 Luxury Lane highlighting the plush            cash in the hands of top vehicle                                                                an extra load as shop team leaders
                                                                                                                                                                                                                       his toughest.
                                                                                                 and ultra high quality models and             presenters.                                                                                     who watch over the productivity
                                                                                                 the Bio-Diesel                                                                                                                This            and quality of other techs working
                                                                                                 Lounge, which                                              “Everybody has to be                                       involved a              near them.
                                                                                                 delves into                                         more creative. It’s not just a                                    customer
                                                                                                                                                                                                                                                      Radcliffe continues to look
                                                                                                 alternative fuel vehicles. Also new                 free ride. We have to work                                        complaint
                                                                                                                                                                                                                                               forward. He’s exploring options
                                                                                                 is the Ride and Drive program                 harder to make things work,” said                                       and his
                                                                                                                                                                                                                                               for a business management degree
                                                                                                 with cars to test drive delivered to          Schutte.                                   Steve Beltz mentored         task was
                                                                                                                                                                                                                                               so he can one day work as a service
                                                                                                 the convention center entrance by                   Attendance at the 2010 show          Josh Radcliffe, who came to inspect                  manager. “Like father, like son,” or
                                                                                                 valets.                                                                                  to the store as an intern a the tranny
                                                                                                                                               was up, and planners were hopeful                                                               so the story goes.
                                                                                                                                                                                          little over a decade ago. components
                                                                                                        Some vehicle marques absent            for an even better result this year.
                                                                                                 in 2010 reappeared at this year’s                  The new energy resulted
                                                                                                 show. Among them are BMW,                     from the 2010 merger of the                KNOW OF A STORY THE LUTHER GROUP WOULD ENJOY?
                                                                                                 Mitsubishi, Porsche, Suzuki and               Greater Metropolitan Auto Dealers          CALL KATHI AT 952-258-8800 OR newsletter@lutherauto.com
                                                                                                 a new oldie returning to the U.S.             Association and the Minnesota Auto
                                                                                                 market, Fiat.                                 Dealer’s Association.
CERTIFIED USED, VW’S TOP STORE, TOYOTA GROWING FAST                                                                                  SMARTPHONE APPS
                                                                                                                                                                            3
       Customers who
want to enjoy the                                                                                                                    ROLL INTO STORES
warranty of a new
car with the cost of a
used one are finding
that equilibrium in
certified pre-owned
(CPO) models, and
stores are responding                                                     Westside VW salesman, at left, James Stack, holds VW’s
                                                                          Certified PreLoved theme. Luther Westside Volkswagen
with increasingly better                                                  was number one in the U.S. for Certified Pre-Owned (CPO)
offers.                                                                   vehicles in 2009 and 2010. At RL Toyota & Scion, Billy
       Though one                                                         DeVries in sales, above, has been part of the store’s 50
manager tries to be                                                       percent growth in CPO for 2010. Soon to be enhanced
                                                                          warranties should bump the numbers even higher for 2011.   To stay current, RL Toyota & Scion’s
modest about it, the                                                                                                                 Tony Banse recently bought an
numbers are no less than                   warranty to 6 years and                               The store saw a 50 percent          iPhone and downloaded Scion partner
startling. Westside Volkswagen led         75,000.                                        increase in CPO sales for 2010,            Stickybits’ smartphone scanning app
the nation with 1,010 CPO units                  “The trend in CPO is moving              according to Used Car Manager              the day after this promo appeared.
in 2010, a 27 percent increase. Its        up rapidly,” said General Manager              Rick Johnson. The future looks
closest U.S. competitor had 645.           Steve Hendricks. Longer loan                   even brighter as Toyota ups the                   They’re a phenomenon so
Used Car Manager Tom Daly said             terms, typically better finance                 ante threefold. As March rolled            new that even the most techno-
there are a lot of factors driving this.   rates and higher resale value give             in, 3 month/3,000 mile extended            savvy people are just getting their
                                           salespeople much to talk about and             warranties were bumped to 12               touch screen fingers warmed up.
       Strong new car sales and the
service department are two, coupled        greater product assurance.                     month/12,000 miles. Talk to any                   Smartphone apps are
with CPO factory warranties                                                               used car salesperson here and the          small but functional cell
                                                 Customer satisfaction and
honored by all VW dealerships.                                                            message is the same, March 1               phone programs that offer
                                           confidence benefit, but the store’s
Then, there are buyers who are                                                            cannot come fast enough.                   everything from turn by turn
                                           40-bay shop also gains much by
thinking about new, but can’t quite                                                              “It’s just good business            directions to product brochures,
                                           prepping CPO cars.
afford the payments. The next best                                                        sense,” said Used Car Manager              dealer inventories and social
                                                 Not far from Westside,                                                              experiences. More than two
thing is a late model VW that’s            at another Luther megastore,                   Angela Langsdorf. Any problems
fresh out of service with new tires                                                       on a car typically surface in the first     dozen carmakers are attempting
                                           aggressive finance rates are driving                                                       to match brands with useful
and brakes. Daly stocks about 125          CPO activity, and lease returns were           couple of months, so the year long
CPO units.                                                                                warranty extension takes much of           functions and, ultimately, win
                                           helping with stock levels, said Billy                                                     minds and loyalty.
       All used 2006 or newer              DeVries in sales at Rudy Luther’s              the stress out of buying, she said.
                                                                                                                                            It’s been said that younger
Westside VWs with less than 75,000         Toyota & Scion. He estimates a                        “It’s the way of the future, no
                                                                                                                                     buyers enjoy their online lives
miles go the CPO route, with some          three year old CPO warrantied                  doubt about it, even the present,”
                                                                                                                                     more than their real ones, and
riding a stronger warranty curve,          Camry can save a buyer more than               said Used Car Manager Don
                                                                                                                                     youth-oriented Scion is trying
extending a 4 year/50,000 mile             $6,000 over new.                               Schumacher.
                                                                                                                                     to enter that virtual world by
BROOKDALE GMC ARRANGES VIP MICH. PLANT TOUR                                                                                          promoting the “Stickybits” app
                                                                                                                                     for iPhone.
       The anticipation that                                                                                   gratitude for his            Users of the scanning
 goes with a special ordered                                                                                   purchase.             program guide the phone’s
 vehicle couldn’t have gotten                                                                                        “Once           camera to learn more about
 more thrilling for customer                                                                                   I identified           “favorite stuff” and win prizes.
 Dirk S. (last name withheld),                                                                                 myself (that’s        It seems to integrate well with
 who got a hands on feel of his                                                                                my truck you’re       Scion’s barcode one price
 2011 GMC Sierra Denali at the                                                                                 working on), they     campaign. The strategy’s
 manufacturing plant in Flint,                                                                                 congratulated me      effectiveness is not yet known,
 Michigan. The VIP tour was                                                                                    and thanked me for    but Scion buyers have been
 arranged by Brookdale Buick                                                                                         my purchase     able to order accessories
 GMC.                                                                                                                of their work   and personalization features
       Dirk had planned for a                                                                                        product with    electronically for quite some time.
 basic plant tour, but was able                                                                                      a handshake.           “The customer they’re
 to do much                                                                                                          What a great    going after is the early 20s
 more, thanks                                                                                                        group of        customer,” said Tony Banse in
 to New Car                                 Brookdale customer Dirk S. with his truck as it                          people!” Dirk   sales with Rudy Luther’s Toyota
 Manager Mimi                               nears final assembly at GM’s Flint, Mich. plant,                         said.           & Scion. He said Scion apps
 Bigley, who                                above and right. At left, he takes delivery of the                                       will also be used as a guide
                                            one-ton towing machine at Brookdale Buick GMC                                  The
 arranged for                                                                                                        unforgettable   for potential and current Scion
 the red carpet                             craftsmen’s hands together; both                 experience is sure to remain fresh                           owners to stay
 treatment. Opportunities like these        sides beamed with appreciation for               in the buyer’s mind. He planned                              current on the
 are few, and longtime General              each other, and the product.                     to share it with anyone who asked                            latest Scion
 Manager Curt Johnson can’t                                                                  about his new truck.                                         news and
                                                  Dirk gained insights and                                                                                incentives.
 remember another customer having                                                                  The new owner likes the
                                            had encounters that plant tours
 this experience.                                                                            diesel exhaust brake, and tows a                                    At North
                                            normally don’t offer. Though he
       The rare meeting of truck                                                             fifth wheel camper. It’s his third                            Country Ford
                                            was there to see the truck, it was
 minds put the end user and                                                                  truck from the Brookdale store.                              Lincoln, the
                                            the workers who expressed their
                                                                                                                                      Ben Ree, North      Ford Sync
SALES VIA CHAT REFINED, MEASURED FOR BEST RESPONSE                                                                                    Country Ford       AppLink
                                                                                                                                                         system allows
       Chatter was once seen as a                                                         stores on their performance at the         integration of smartphone
waste of time, but online chats in                                                        middle of every month. Her world           apps with the hands-free
the car world are entirely different.                                                     is answer percentages, response            communication and entertainment
Getting there and getting it right is                                                     times, and the ever important              system for free Internet radio and
all that matters.                                                                         question, “Did all of the customer’s       other programs. The technology
       Steve Lodien at Brookdale                                                          questions get answered?”                   is so new, it’s not even listed on
Chrysler Jeep Dodge receives alerts                                                              Overall response times at           Ford’s website. The first AppLink
similar to text messages on his                                                           the end of 2010 were cut by 2.5            ready vehicle is the 2011 Fiesta.
smartphone and tries to respond to                                                        seconds, she said.                                Tech-oriented salesman Ben
them within 30 seconds. The trick                                                                Rudy Luther’s Toyota and            Ree said one good feature has
lies in getting to his desk within that                                                   Scion and Luther Nissan Kia are            been Ford’s ability to integrate
short time frame.                          Steve Lodien at Brookdale Chrysler doesn’t     among the top performers in chat           with Android smartphones to
       The setup is far less               stray far from his desk, in background. He     sales.                                     provide free traffic and audible
confrontational than phone or              catches customer chat requests on his                 Hess tries to keep the stores       directions. “It’s free, even if you
in-person meet and greets, and             Android phone and hustles to his desktop       at higher than average chat rates.         don’t have navigation,” said Ree.
customers see his photo on screen,         computer to respond.                           Salespeople need to be there to            Ford has also had technology to
which gives them a person to look                                                         answer more than 40 percent of the         turn its cars into web connections
                                           Auto’s ability to track chat success                                                      as WiFi hotspots. He said a
for when they come in, he explains.                                                       time, based on a 24-hour clock, and
                                           rates. Sonya Hess with Motors                                                             number of older car buyers are
One in four to one in five who come                                                        have an answer percentage above
                                           Management monitors multiple                                                              also catching on to Sync’s voice
in end up buying a vehicle.                                                               80 percent.
                                           statistics with online chats, and rates                                                   command setup.
       What’s fascinating is Luther
4                                                                                             MAZDA MITSU, FROM PAGE 1

                                                                                              filled with crossovers and more, this
                                                                                              pro can switch gears on the fly, to a
                                                                                              real bargain, the mid-sized Mazda 6
                                                                                              for under $17,000.
                                                                                                    Palmer is on the store’s
                                                                                              established sales team, which
                                                                                              benefits from deep experience. “It                                                                                                    Coming soon, the electric Mitsubishi MiEV.
                                                                                              makes a huge difference in sales and                                                                                                 Range: 85 miles.
                                                                                              the product knowledge base when                                                                                                       $300 restaurant gift certificate from
                                                                                              somebody’s been here. It just makes                                                    Sales faces fill spaces in the 31 mpg 2011      Motors Management for the best
                                                                                              things easier,” he said.                                                               Mitsubishi Outlander Sport, from above         CVR percentage among 10 stores.
                                                                                                    Car consultants are waiting                                                      left are Chad Walczak, Eric Palmer, Phil
                                                                                                                                                                                     Jeglosky and Mike Davis. At top right, car           Back where CSI really shines,
                                                                                              for the redesigned Mazda 5 after a                                                                                                    in the service drive, a dedicated lane
                                                                                              one year hiatus. This cross between                                                    biller Jennifer Groves works closely with
                                                                                                                                                                                     new receptionist Angie Goetzke. At left,       features tires spaced with buy three
                                                                                              a car and minivan is in its own
                                                                                                                                                                                     detailer and lot man David Lee and tech        get one free deals, and nitrogen air.
                                                                                              category, and has a loyal following,                                                   Nate Gray at the dedicated tire sales lane.    These match aftermarket efforts,
                                                                                              said Palmer. The six-seater, after                                                                                                    explains service advisor Tim Salber.
                                                                                              being well-used is often turned into
                                                                                              the second family car, rather than           top pops off to reveal a brochure.        members know customers by name.                      And, just as sales are
                                                                                              traded in, he explains.                                                                “People are comfortable here when              promoted, so is goodwill to local
                                                                                                                                                 When customers decide                                                              food shelves. On one recent Mazda
                                                                                                    For the tiny new Mazda 2, a            to pull the trigger on a car deal,        they come in to buy a car,” said
                                                                                                                                                                                     Nelson.                                        Mitsu full page Star Tribune ad, the
                                                                                              creative display uses a hero figure,          they’re greeted by Finance Product                                                       DriveToServe.com effort was placed
                                                                                              “Inner Driver,” on top of what looks         Specialist Dan Nelson of Brookdale              They’re also processing state            prominently to remind readers
                                                                                              like a cylindrical cooler filled with         Chrysler fame, who brings nearly 30       documents more quickly. The store              about the store’s food shelf giving
                                                                                              energy drinks. Get closer, grab one          years of experience to bear. In this      set the bar for Computerized Vehicle           opportunity.
                                                                                              of the plastic cans and squeeze. The         smaller environment, he said staff        Registration (CVR), winning a
Please send us your customer letters and cards: aaron@wallacegroup.com or 651-452-3504 fax




                                                                                               GOOD IMPRESSIONS DRIVING LOYALTY, KUDOS FROM CUSTOMERS
                                                                                               MATT STEPANIAK AND JOSH VANHEEL                           and feel differently about your service department,          simply said “When can you come in? The next day, I
                                                                                               LUTHER COLLISION AND GLASS- HOPKINS                       however, the assistance that you have provided me,           had a quality tire on my vehicle without any hassle.
                                                                                                      Since I had to fly I didn’t really get to say a     and your demeanor, has me right back to loving                                                    –Heather Bauer
                                                                                               huge thank you! Great job. Your customer service          Luther Mazda! Once again, thank you Bob!
                                                                                               was awesome and send a big thanks to Josh for                                               –Danielle Williams
                                                                                                                                                                                                                      GERVONA JACKSON
                                                                                               finding the problem and taking care of it so quickly.                                                                   LUTHER WESTSIDE VOLKSWAGEN
                                                                                               Thanks to the dealership for having the part, which       DAN JORGENSEN, GLORIA STOLDORF                                       I just wanted to commend you and Westside
                                                                                               sounds like it was luck more than anything. Hope          CHARLES ANDERSON                                             VW on the outstanding service we recently received
                                                                                               I don’t see you soon but if I need repairs again, you     BROOKDALE BUICK GMC                                          on yet another purchase from Westside VW. I believe
                                                                                               will be my choice! Thanks again.                                 To Curt Johnson and David Warner- Lots of             this is our fourth purchase in the past five years.
                                                                                                                                                         reasons to complain about our world. This is no              Gervona Jackson’s “delight the customer” attitude
                                                                                                                                     –Jack Williams                                                                   is second to none. She aims to please and she
                                                                                                                                                         complaint, however. I have been to your dealership
                                                                                               BOB VIZENOR                                               a number of times since last February. You can               does! From the beginning of the transaction to our
                                                                                               LUTHER BROOKDALE MAZDA MITSUBISHI                         be so proud of your outstanding staff. People like           personal interaction at the business to the after-care,
                                                                                                      You helped me with an issue that I was having      Dan Jorgensen and Gloria leave a lasting positive            she has possessed a professionalism, attention to
                                                                                               with the service department, and them fixing my            impression. Even your valet service- I believe his           detail and thoughtfulness. We are grateful for her
                                                                                               headlight on my 2008 CX-7. I was upset due to the         name is Charlie (Anderson), is upbeat and helpful.           assistance in making this experience an exceptional
                                                                                               news that my whole headlight assembly needed to           You have found staff who still believe in kindness,          one.                                –Kimberly Price
                                                                                               be replaced, due to a part being broke in the process     promptness and customer care. Thank you. You                 EDDIE BITTAR
                                                                                               of needing only my bulb replaced. The cost of this        offer customers the kind of care that can justly make        BLOOMINGTON ACURA SUBARU
                                                                                               headlight would have ran me $794, which is quite          you proud. I am glad I found my Rendezvous at                       Enclosed is a letter I sent to Subaru corporate
                                                                                               an extreme expense for me. I wanted to take a             Luther Brookdale.                                            that should interest you. I believe I did two or three
                                                                                               moment and thank you so much for your assistance                                       –Pauline Laybourn               online surveys for them, but good old fashioned
                                                                                               in this matter. I appreciate, and admire the way                                                                       dialogue is more accurate in my opinion. My
                                                                                               that you handled the situation. You were very calm,       JOHN DARUD
                                                                                                                                                         HUDSON CHRYSLER JEEP DODGE                                   wife loves the Legacy and I’m glad we got the six
                                                                                               friendly, and sincere, I felt that you really cared                                                                    cylinder, it is much quieter and pretty snappy ... give
                                                                                               about my issue, and wanted to resolve it, in any                I am writing to let you know what a wonderful          Eddie an “attaboy.” He was a pleasure to work with.
                                                                                               way possible. I have to say, that I have only been a      team you have in your service department. They are
                                                                                                                                                         always polite and courteous, especially John Darud.                                              –Mike Scarborough
                                                                                               Mazda customer since April 2010, and have brought
                                                                                               all my car maintenance to your service department.        He makes every service experience positive and               [The letter relates a poor experience at a non-Luther
                                                                                               I have absolutely loved the service that you provide,     painless. I most recently needed tires on my vehicle         dealer, which was close, but ignored his 2-year-old
                                                                                               and have always gave it the highest rating when           and was frustrated with the lack of service I was            trade-in vehicle and was more difficult to work with.]
                                                                                               surveyed. This incident, started to have me think,        receiving from other outlets. I called John and he

                                                                                             LUTHER NISSAN KIA, FROM PAGE 1                with essentially the same people,           measured and rewarded, but most
                                                                                                                                           just far more sales.                        everyone realizes that they have
                                                                                             Haskins. For Nissan, the Sentra,                     Controller Shelley Riach said        to work together to do well as
                                                                                             Altima and Rogue are the hottest.             good people are a strong point here,        individuals. “It’s training and
                                                                                                   Kia growth                                                                              developing your people,” said
                                                                                             in the district has                                                                           Jung. “That’s your number one
                                                                                             been steady, and last                                                                         asset in sales.”
                                                                                             year the store bested                                                                               Out in the shop, there are
                                                                                             2009 numbers in                                                                               two managers, who also work
                                                                                             all but two months,                                                                           as service advisors. Every stall
                                                                                             maintaining its                                                                               is busy.
                                                                                             number one spot in                                                                                  The store uses the Luther
                                                                                             the district for half a                                                                       Customer Care Center to call
                                                                                             decade, according to                                                                          customers and send out emails
                                                                                             New Car Manager                                                                               for service reminders. It has        Technician Mark Jerikovsky replaces a
                                                                                             Mike Jung. New                                                                                also hired additional night time     crank sensor on a 2004 Nissan Altima.
                                                                                             Kia sales overall                                                                             lube technicians. “We’re not
                                                                                             in Minnesota were
                                                                                             down slightly for        Used Car Manager Rich Spah, left, and New Car Manager Neil Haskins going to turn anybody away,”
                                                                                                                                                                                           said Greg Isham, who manages
                                                                                             the last six months have helped to establish a burgeoning sales base that’s surprising for service with Scott Nemitz.
                                                                                             of 2010.                 the dealership’s small footprint.
                                                                                                                                                                                                  And, what about the
                                                                                                   Spah, who is closing in on 10             as is a good management team. “It
                                                                                                                                                                                       electric powered Nissan Leaf that
                                                                                             years at the dealership, has seen the           makes it fun to come to work every
                                                                                                                                                                                       many are talking about? It comes
                                                                                             store grow steadily. “You take care             day.”
                                                                                                                                                                                       to California and Florida by the
                                                                                             of people, who take care of you,” he                   Jung said salespeople know         end of 2011, but the Midwest
                                                                                             said, noting that it’s the same store           individual performance is what’s          won’t see it until later.            Busy sales desks line Luther Nissan Kia’s show floor.
                                             VOLKSWAGEN’S SPORTS CAR GETS NEW DOSE OF POWER                                                        LUTHER WESTSIDE VOLKSWAGEN
                                                                                                                                                                                                5
                                             The Scirocco was one of the first mass produced vehicles with multi-valve technology, in this case dual overhead cams driving four valves
                                             per cylinder over its 1.8 liter 4-cylinder design. The power gain was substantial, and car writers boasted the beefed up coupe was faster than
                                             Porsche’s 944. Four-valve technology took off and is used in most four-cylinder powerplants today.
                                                                                                                                                                     “In 1986, when they first came
                                                                                                                                                                     with the 16-valve engine, now
                                                                                                                                                                     we’re talking performance,” said
                               CAR & DRIVER:                                                                                                                         Used Car Manager Tom Daly,
                                                               izards                                                                                                who came to the store in 1976.
                                                swoop, the w                                                                                                               Men were the primary
                               “With one fell ve transformed
 The Karmann carmaker                          ha
                               of Wolfsburg Scirocco from                                                                                                                  buyers of the car when new,
 name emblazoned on             the ho  -hum VW                 pe                                                                                                         and would often choose AC,
 this 80s VW rocket may                         to a supercou                                                                                                              a sunroof and rear spoiler.
                                an also-ran in with. This VW
 bear some nostalgia, but,       to be reckoned most powerful
 worldwide, the company                           d
                                 (the fastest an wear those
 has built more than 3.3          mac  hine ever to             y for
 million vehicles since                          erica) is read
                                  initials in Am       –1 986
 1949.                            all corners.”
                                                                                D FINDS
                                                                   ONE OF A KIN
                                                                                AGEN
                                                                   1986 VOLKSW
                                                                                V MARK II
                                                                   SCIROCCO 16

                                                                                                                       Though some may argue otherwise, the Scirocco was termed by the
                                                                                                                       manufacturer as a “worthy successor” to Volkswagen’s famous Karmann Ghia,
                                                                                                                       above right. Both cars employed a similar strategy of creating a sportier version
                                                                                                                       of VW’s base car. The Ghia employed the same chassis and mechanicals as
                                                                                                                       the Type I Beetle. The Scirocco took its underpinnings from the Golf/Rabbit.

                                                                        After the 16-valve Scirocco appeared in                                                         The 2010 Scirocco, not
                         The Mark I Scirocco was introduced             the mid-1980s, Used Car Manager Tom                                                             available in the U.S. Its top
                         in 1974 as a sporty variant of the             Daly couldn’t wait for a 16-valve GTI,                                                          “R” model runs a 265 hp 2.0
                         Volkswagen Golf. The wedge                     which came soon after. With unusual                                                             liter turbo from the Audi S3,
                         shaped and revised Mark II version             irony, the 2010 Scirocco is not available                                                       with a 155 mph (governed)
   debuted in 1981, with a larger interior for both occupants           in the U.S. because it would likely cut                                                         top speed and 0-62 mph in six
   and luggage and a slightly longer body. It was produced              into GTI sales, he explained.                                                                   seconds flat. (Car & Driver)
   until 1992. Source: Karmann


       TEST OF TIME: 30-PLUS YEAR VETERANS SHARE WISDOM, LONG HISTORY
              Long term employee to                    in to clean under a previous owner in              service for small parts orders would           the then 20-something insurance
       employer relationships are most                 the 1970s. Clyde still works part-                 hopefully lead to larger ones in the           salesman fresh out of college insisted
       often built on a bedrock of trust               time for the store, as does Kenny’s                future. Some shop for price, but               that he was their guy. “I’m good at
       and dedication by both parties, and             son, Michael.                                      Stuart shows them what they receive            it. What do you want me to do?” he
       Luther Auto continues to thrive with                   As the 1980s moved in, Stuart               for the price, which is service. “You          asked.
       many seasoned and dedicated staff               labored full-time days in parts and                want to bring them in as a customer                   And work he did, from
       members who have stood the test of              cleaned on nights and weekends. He                 for life.”                                     opening bell to closing bell, six
       three decades and more.                                                                                                                                                 days a week.
              Their reasons for coming, and                                                                                                                                    His favorite cars
       for staying, may vary, but one thing                                                                                                                                    were European,
       is common to all, an impeccable                                                                                                                                         and German in
       attitude and willingness to learn and                                                                                                                                   particular. Storry
       change with the business. Of three                                                                                                                                      watched Luther’s
       Luther veterans interviewed, one                                                                                                                                        then downtown
       came through a family connection,                                                                                                                                       Pontiac and Jaguar
       another out of convenience and                                                                                                                                          store with interest.
       another for his simple passion for                                                                                                                                            “For the last
       cars.                                                                                                                                                                   35 to 40 years,
       THREE GENERATIONS IN BIZ Park Place Motor Cars’ Alan Storry tried his hand at insurance sales before leaping into import car sales in 1971. A                           people have told
                                                    decade later, he moved to Rochester to help rebuild a VW dealership’s reputation, and sell a few cars as well.             me, ‘Alan, if you
               Parts counterman Kenny
                                                                                                                                                                               get the chance,
       Stuart at Toyota City & Scion was
                                                         still has photos of the little Toyota                 The advantage of the large                                      you’ve got to go
       hired as a driver in 1980. His father,
                                                         delivery pickup he drove, but his best         Luther group means Stuart has far                to Luther’s.’” Some time later, in the
       Clyde, 80, had been in the business
                                                         recollections involve employees.               more resources to call on for both               late 1990s, the chance came to him.
       since the mid-1950s and brought him
                                                                       On Friday nights, a group        parts and advice. For the future,                       Luther Auto purchased
                                                                of them would eat out together.         Stuart said 24-hour, 7-day parts                 Park Place Motor Cars just as the
                                                                “We’d spend all day with each           service is a likely outcome. Today’s             company’s founder, Rudy Luther,
                                                                other and they could still stand        late night business is typically for the         passed on. Luther has since grown
                                                                you ... it made for a tight knit        service department.                              and expanded it.
                                                                group.” The parts maestro has           LUTHER CAME TO HIM                                      His best recollection is from
                                                                always been inspired by veteran                                                          a time when the store was putting
                                                                                                               Park Place Motor Cars
                                                                people at the store who take                                                             away a bad reputation from the
                                                                                                        salesman Alan Storry started at a
                                                                great care in their work. And,                                                           1970s. A customer came in about
                                                                                                        Twin Cities Porsche Audi store
                                                                it’s been steady. “I haven’t had                                                         1986 and Storry asked repeatedly
                                                                                                        in 1971, and then went to sell
                                                                to worry about having a job.”                                                            how he could help. The man didn’t
                                                                                                        Volkswagens in Inver Grove Heights
                                                                       Stuart has changed with          in the mid-to-late 70s before being              know what he wanted, or even why
                                                                the times. In the early years, the      convinced to move to Rochester in                he came. He only said that everyone
                                                                store made one parts delivery           1981.                                            he talks to told him to go to what was
Kenny Stuart is the second of three generations at Toyota
                                                               per week. Invoices                                                                               then Rochester Volkswagen.
City & Scion, and started on a cleaning crew there in the
1970s before joining the parts department in 1980.             were hand written             “That was like being crowned king,” said “That was like being crowned
                                                                and information was                                                                             king,” said Storry. “It was like
                                                                on Microfiche. If an
                                                                                             Storry. “It was like winning an Emmy-                              winning an Emmy- all of that
                                                                order was wrong, the         all of that effort, all of that hard work.”                        effort, all of that hard work.”
                                                                customer would wait                                                                                    As he marks 40 years
                                                                another week. Now,                              –Alan Storry, Park Place Motor Cars
                                                                                                                                                                in the field, the sales veteran
                                                                parts run on a delivery                                                                         says he still loves cars and
                                                                loop twice a day.                              “I was a car freak and                    continues to love people, the two
                                                                       It’s about taking care           Maplewood Imports had just opened                core factors of the job. That’s not to
                                                                of the people, not just selling         up,” said Storry. The dealership said            say that times were never difficult.
                                                                them a part, Stuart said. Better        they had already hired someone, but                    SEE VETERAN PEOPLE, PAGE 13
6                                                                                                                     Serving up
                    Employees dined
                    on fine Italian food
                    catered by Kowalski’s
                    and served by
                    General Manager Jay
                    Radue and other staff
                    members.
                                                                                                      Capping off a “good year that’s been challenging in some respects,” GM S
                                                                                                      thanked employees for their work, served cider and handed out hams. “T
                                                                                                      everything you guys do. We have a very good crew here and we’re doing
                                                                                                      Chrysler store. White and red tablecloths were set off by star displays.




                                                                                              Chevrolet’s resurgence reached Hudson where employees
                                                                                              enjoyed a nice spread complete with desserts. A year of hard
                                                                                              work was rewarded with generous gift cards for all.




    The “Let’s Make a Deal” community Christmas party kept
    more than 50 children entertained, and even some adults.
    Attendees were asked questions about Christmas. Those
    with correct answers picked door number one or two for a
    prize. Each child also wrote a letter to Santa. These were
    displayed on a wall wrapped like a gift. Santa handed out
    gifts and elves and an elf clown made it special.




                        Dining on Cossetta’s lasagne and salad,
                        Luther Nissan Kia celebrated a very
                        successful year with substantial prize                                                            A bus ride to Treasure Island Casino preceded a nig
                        drawings. Among them were three 50-inch      Employees felt some onsite camaraderie               began with Italian cuisine, including lasagna. Manag
                        televisions, two Xboxes, an iPad, two iPod   over lunch at the facility, and watched with         Decaroli thanked the employees for a great year and
                        touches, GPS units, cameras, and many        anticipation as leaders drew for prizes.             work that went into it.
                        gift cards. Used Car Manager Rich Spah
                        got the gag gift of the season, a football
                        jersey that read “Spah 141.” The number
                        is GM Brad Knutson’s phone extension,
                        and Spah is the one who gets paged to
                        call 141 the most.
   Holiday Parties                                                                                                                                                           7

                                                         Employees broke for lunch
Scott Spaeth
                                                         at the store’s festive annual
Thank you for
                                                         potluck celebration.
g very well as a
                                                                                                         GM Ron Murray , aka “Hollywood,” sported a pair of pink ear muffs
                                                                                                         given by employees to preserve his “perfect” hair in the cold. Large
                                                                                                         cash prizes, sports tickets and gift cards raised the excitement. “There
                                                                                                          is no dealership like the staff at Toyota City,” said Murray. “You guys
                                                                                                          are the best in the whole universe and I really appreciate it.”




                                                                                         For many at Luther Honda of
                                                                                         St. Cloud, the holiday party was
                                                                                         the first time they had gathered
                                                                                         together outside work, said
                                                                                         receptionist Trish Kitzberger.
                                                                                         Many brought a spouse or
                                                                                         significant other and made
                                                                                         introductions. Several
                                                                                         employees were recognized,
                                                                                         including Steve Held, for 25
                                                                                         years of service. Musician
                   Finance product specialist Mike Rabe donned                           Jim Berner led the group in
                   his Santa Claus outfit and yukked it up with                           oldies tunes.
                   anyone who would play along. Prize drawings
                   kept it interesting
                   as employees
                   dined on
                   traditional catered
                   favorites from the
                   Lake Elmo Inn.                                                                                           A short walk through the snow and ice was
                                                                                                                            rewarded with food from Rudolph’s Bar-B-Que
                                                                                                                            and a guitar serenade as store employees
                                                                                                                            enjoyed a holiday lunch in the Luther building
                                                                                                                            next door. Even the most shy employees had
                                                                                                                            something to smile about.
ght for 40 that
 ger Mauricio
 d the hard
                                         After two years
                                         of donating
                                         their Christmas
                                         bonuses to area
                                         food shelves,
                                         managers
                                         at the store
                                         decided
                                         to reward
                                         employees for
                                         their hard work
                                         with generous gift cards.
                                         The group enjoyed a potluck
                                         luncheon together at the
                                         store.
8

Kids Against Hunger Executive Director
Mike Lloyd, left and Director Scott
Anderson.




                                                                              This happy group includes two of the many Brookdale area police officers who volunteered.

                         Sharla Beithon                                             KIDS AGAINST HUNGER, FROM PAGE 1
                         Luther Auto
                                                                                          Powdered
                                                                                   chicken stock, rice,
                                                                                   soy
                                                                                   s and vegetables
                                           N 0HDO 5HFLSH                        were
                                                                                   w combined on a
                                          6R\  WRQV                           vehicle show floor,
                                                                                   v
                                          5LFH  WRQV                          where 11 people
                                                                                   w
                                                                                   per
                                                                                   p table engaged in
                                          9HJHWDEOHV  WRQV                     friendly competition
                                                                                   f
 Planners prepped food supplies for
 some 1,500 packing volunteers.           9LWDPLQV  WRQV                       for
                                                                                   f a great cause. Signs with inspiring
                                                                                   messages lined the walls to cheer on the
                                                                                   m
                                                                                   faithful.
                                                                                   f
                                                                                          But these contests were not the
                                                                                   main purpose of the four day event. “The
                                                                                   main focus is that we’re supporting Kids
                                                                                   Against Hunger,” said Sharla Beithon
                                                                                   with Motors Management, who helped
                                                                                   organize the large scale food packing
                                                                                   effort. “They’re a great organization and
                                                                                   they need our help.”
                                                                                          KSTP’s “On the Road” with Jason
                                                                                   Davis recently traveled to Haiti with the
                                                                                   founder of Kids Against Hunger, Richard
                                                                                   Proudfit, to document the suffering after
                                                                                   the 2010 earthquake, and the efforts of
                                                                                   Kids Against Hunger to relieve it. In
                                                                                                        addition to the New
                                                                                                        Hope headquarters,
                                                                                                        H
                                                                                                        the
                                                                                                        th organization
                                                                                                        has
                                                                                                        ha another hub
                                                                                                        location in Mankato
                                                                                                        lo
                                                                                                        and
                                                                                                        an 80 satellite food
                                                                                                        packaging sites in the
                                                                                                        pa
                                                                                                        U.S.
                                                                                                        U
                                                                                                               “This helps
                                                                                                        to get a lot of
                                                                                                        meals packed and
                                                                                                        m
                                                                                                        distributed quickly,”
                                                                                                        di
                                                                                   said Scott Anderson, director of packing
                                                                                   operations for Kids Against Hunger. The
                                                                                   meals were likely headed to Haiti, where
                                                                                   they are often provided to orphanages.
                                                                                   Partnering organizations teach children
                                                                                   skills and trades so one day they can feed
                                                                                   themselves, Anderson explained.
                                                                                          He said the Page nonprofit is
                                                                                                      CONTINUED ON PAGE 9
Motors Management staff, from
left, Linda McGinty, David and                                              A generous outpouring
Anne Luther, Ron Murray and                                                 of support came from
Brian Kenny.                                                                Brooklyn Center police
                                                                            and fire employees and
                                                                            their families.




Park Place Motor Cars chartered a bus to attend the food packaging event. “The morale of
everybody who went was high. It was something powerful to see the spirits of people lifted,” said
GM Andrew Gadient.
                         “ We had a great time packaging the meals for
                         the last shift today. We made it a family event
                                                                                                                                9
                                                                                                                   +DLUQHW
                         and had three generations there. I had my two
                         sons, who are nine and 12, help so they could
                         learn to help others in need.”
                                         – Danielle Stadler, on Facebook.
                                                                                                                   )DVKLRQV
                                                                             KIDS AGAINST HUNGER, FROM PAGE 8

                                                                            part of a long-term solution for hungry
                                                                            children around the world. Each meal
                                                                            costs 23 cents and the organization has
                                                                            provided 162 million of them since it
                                                                            began in 1999.
                                                                                    Individuals and groups signed up
                                                                            on Luther’s drivetoserve.com website.
                                                                            “They’re very enthusiastic, very
                                                                            supportive of the drive, the mission,
                                                                            and the pledge that we’ve made,” said
                                                                            Beithon. People were also excited about
                                                                            bringing their families.
                                                                                    “We have asked them to register
                                                                            if it’s in their hearts to do this,” she said,
                                                                            explaining that Luther understands that
                                                                            people also volunteer through churches
                                                                            and other groups.
                                                                                    Many business partners of the
                                                                            Luther organization joined the effort,
                                                                            as well as many from the Brooklyn
                                                                            Center Police and Fire departments and
                                                                            their families, said Linda McGinty with
                                                                                               CONTINUED ON PAGE 10




.LGV RI DOO DJHV PDGH
WKH GLIIHUHQFH




                                                          The Woodbury Squirt Traveling hockey team of 9-and 10-year-olds.
 A Boy Scout and leader from Troop 751                    The coach had mentioned doing some volunteering with the kids ...
 prepare food bags for final packaging.                    he thought it was perfect. The whole team and coaches participated.
                                                          – Brad Knutson, General Manager, Luther Nissan Kia, below right.
10
                                                                                                                                                                At left, Luther
                                                                                                                                                                CFO Barb Hilbert
                                                                                                                                                                celebrates near
                                                                                                                                                                completion of the
                                                                                                                                                                500,000 meal
                                                                                                                                                                goal. Below, a
                                                                                                                                                                rally of cheers
                                                                                                                                                                and applause as
                                                                                                                                                                packers reach
                                                                                                                                                                the 500,000
                                                                                                                                                                packaged meals.
  Karen Easter, right, from Motors Management, and her
  family.                                                KIDS AGAINST HUNGER, FROM PAGE 9
                                                         Motors Management.
                                                               While pallets of rice and other
                                                         ingredients were broken down and distributed
                                                         to the tables, tunes streamed from the speakers
                                                         as a disc jockey helped keep the packers
                                                         motivated and excited. The meal total?
                                                         540,216.
                                                               “The Luther Auto “family” is quite
                                                         simply amazing. . . thank you!” said Luther
                                                         Auto CFO Barb Hilbert in a Facebook post.




                                                                                                                       &OHDQ
                                                                                                                       8S DQG
                                                                                                                       6NLS
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                                                                                                                       +RPH




 Kids Against Hunger staffers stage
 completed boxes for shipment.




                                                             “It was obviously powerful to see how
                                                             many people rallied around it. There was a
                                                             tremendous amount of participation from so
                                                             many different people.”
                                                                 – Lenny Checheris, GM, Luther
                                                                      Bloomington Hyundai Kia
                                                                                     Mitsubishi.




                                                                                                   Arriving by bus, Lenny Checheris’s son and 30 kindergarten classmates came from
                                                                                                   St. Hubert’s Catholic school in Chanhassen. “They had a ball,” said Checheris.
   SHOW US HOW WELL YOU KNOW YOUR LUTHER NEWS                                                                                         EXERCISES FOR
                                                                                                                                                                            11
                                                                                                                                      WORKDAY BENEFIT
                                                                                                                                             Month end? Reports due?
                                                                                                                                      Coworker sick? Anyone feel
                                                                                                                                      tense?
                                                                                                                                             Even with tense hours and
                                                                                                                                      demanding days, give your body
                                                                                                                                      a quick break. Stretch.
                                                                                                                                      You will clear your
                                                                                                                                      head, make fewer
                                                                                                                                      mistakes and improve
                                                                                                                                      your attitude.
                                                                                                                                             Get into the habit
                                                                                                                                      of
                                                                                                                                      o stretching with a
                                                                                                                                      shoulder shrug, shoulder
                                                                                                                                      s
                                                                                                                                      roll, toe raiser, distance
                                                                                                                                      r
                                                                                                                                      focusing, head roll, wall
                                                                                                                                      f
                                                                                                                                      sit,
                                                                                                                                      s body lunges or wrist
                                                                                                                                      flexor. Gently pull,
                                                                                                                                      fl
                                                                                                                                      not
                                                                                                                                      n bounce, the muscle
                                                                                                                                      and
                                                                                                                                      a hold the stretch for several
                                                                                                                                      seconds. You can wake up your
                                                                                                                                      s
                                                                                                                                      body.
                                                                                                                                      b
                                                                                                                                             Build exercise into
                                           A CHANCE TO WIN A $50 GIFT CARD                                                            your day. Park at the
                                                                                                                                      y
Fax or e-mail your completed crossword                                                                                                far
                                                                                                                                      f end of the lot.
by April 9 to Kristen Reithmeier at Motors                                                                                            Take the stairs. Stand
                                                                                                                                      T
Management at 952-258-8960 for a chance
to win one of two $50 gift cards. Please       NAME_______________________________________                                            instead of sit.
                                                                                                                                      i
PRINT your name and dealership or shop.        DEALERSHIP/SHOP ____________________________                                           Instead of
                                                                                                                                      sitting, enjoy
                                                                                                                                      your break
   LUTHER BRIEFS                                                                                                                      or casual
                                                                                                                                      conversations
  LUTHER INTRODUCES FIAT AT AUTO SHOW                                      said Burnsville VW
                                                                           General Manager Jay                                        while taking
         With two new Twin                                                 Radue, and second level S                                  a brisk
  Cities dealerships in the                                                models are selling as fast                                 walk. Use a
  works and a cute little car to                                           as they come in.                                           stability ball
  introduce to Midwest buyers,                                                                                                        instead of a
  Luther Auto unveiled the Fiat                                                   With the base
                                                                           model, price is “the”        Salesperson Linda Radue,      chair. Push
  500 at the 2011 Twin Cities
                                                                           factor. “You could           Burnsville VW                 away from your desk once an
  Auto Show. Two of the              The initial allocation for the tiny
  Italian vehicles, all in Sport Fiat 500 is 35 cars.                      tell them all day about                                    hour.
  trim level, were revealed to                                             precision in handling, braking, safety, free scheduled            Can good looking also mean
  curious eyes.                                                            maintenance, but in the end, ‘Does it fit my budget?’ is    how you look from the
                                                                           the only thing that matters,” Hartman said.                back? Avoid slumped
         “Fiat is the buzz of the auto show,” said Doreen
  Fischer with Motors Management, who heads the Fiat                       FOWL PLAY IN BROOKDALE?                                    shoulders, poor muscle
  stores project. Luther was the fourth company to apply                                                                              tone or a hunched back, by
                      for one of 130 franchises available,                                                                            balancing a stressful desk
                      and ended up with two when another                                                                              job with exercise.
                      dealer dropped out.
                                                                                                                                             “Looking good” also
                            Barely exceeding 2,000 pounds,                                                                            relates to your overall
                      the 500 is Fiat’s only U.S model,
                                                                                                                                      energy level, attitude
                      and comes in three trim levels, Pop,                 Eagles perch above a creekbed in Brooklyn Center.
                      Sport and Lounge. The car’s buyer                                                                               and ease of
                                                                                 In a scene reminiscent of “Wild Kingdom,” from       moving a
   Doreen Fischer     demographic is set as wide as the
                      Mississippi River, from ages 20 to                   high in the trees a pair of bald eagles spies on ducks     body that is
  60. Among other promos, Luther is planning Fiat                          in the creekbed below. One swoops down, talons             free from
  “unwrapping” sessions at multiple sites.                                 extended, to nab its prey.                                 pain. Neck
         The carmaker supplied a display and an advocate                         Employees from Luther Brookdale Mazda                and lower
  (factory rep) for the auto show. Luther is set to open                   Mitsubishi are not on a trip to Wabasha. They watch the    back injuries
  Fiat of Brookdale, next to Toyota City & Scion, on                       action from their back lot in Brooklyn Center. Service     and extended
  April 1. Fiat of Bloomington will come some time                         Manager Paul Schwegman watched as the majestic             healing times
  later, adjacent to Bloomington Acura Subaru on                           bird started pulling the duck apart like a down pillow.    result from
  Interstate-494, explains Fischer.                                        “Everyone’s got to eat,” he said.                          muscles that
         Priced between $16,000 to $20,000, the Fiats will                                                                            have been neglected for years.
  compete with Mini, VW’s New Beetle and the Smart                         ENHANCED DRIVER TRAINING EXPLORED
                                                                                                                                      Give them some attention and you
  car, Fischer said. It’s the first time Fiats have been                          On a snow covered lot at North Hennepin              will have many rewards.
  available in the U.S. since the early 1980s.                             Technical College, teen and young adult drivers and        [Thanks to Stephanie Winkle, Senior
  WILL $15K JETTA CHANGE IMAGE?                                            Luther Auto employees learned tactics for navigating       Fitness Coordinator of the YMCA
                                                                           bad road conditions and emergencies.
         Competitive used car prices met with                                                                                         of Eagan, and National Academy of
  competitive image management at Luther                                         The exercise was an experiment to explore            Sports Medicine certified personal
  Auto’s Volkswagen dealerships just before                                professional driver training as a value added option for   trainer for her counsel. More
  the turn of the new year.                                                Luther customers. A group of eight learned how to steer    information can be found in a web
         For years, Volkswagen has been seen                               out of a skid, what to do if a tire blows out, how anti-   search for desk exercise, office
  by consumers as more expensive                                           lock brakes function and other important information.      exercise or office yoga.]
  than its Japanese competitors,                                           “These were real life exercises behind the wheel,” said
  explains veteran salesman David                                          Marketing Manager Marty Wojciechowski.
  Hartman at Luther Westside
                                                                                 Driving instructors from Brainerd International
  VW. The store was the only VW
                                                                           Raceway spent one-on-one time with drivers at an
  retailer in the country to sell a
                                                                           all day Saturday event. The marketing manager is
  base 2011 Jetta in December of
                                      New model anomaly or                 exploring the driving program as an offer to families
  2010 for $14,990.
                                      growing trend? A base 2011           with teen and young adult drivers.
         The 2010 base Jetta model VW Jetta dashboard with no
  cost $4,000 more than the 2011, AC and no radio.
12 NEW OWNER EVENTS MARK 10 YEARS AS MODEL SPREADS
            The one who cares follows up        such as the navigation system, radio           item they’ve been eyeing. “We’re            vegetables and fruit seemed
     and stays in touch, and that concept       programming and other vehicle                  asking people to take time away             unending. One service manager
     was expanded broadly some 10               settings, explains Wojciechowski.              from their families so we try to            pointed to an air bag display and
     years ago by Hopkins Honda, as it          Gatherings at RL Toyota have                   make it worth their while.”                 told how an aftermarket roof rack
     invited car buyers back for show           numbered as high as 300.                              At a recent                                               installer made
     and tell sessions.                                                                        gathering here, a                                                costly damage to
            The idea spread in the                                                             relatively quiet crowd                                           a component.
     middle of the last decade,                                                                looked under vehicles,                                                  In the
     springing forth from Hopkins                                                              learned how to change                                            shop, a new CRV
     Honda’s Toyota sibling across                                                             a flat, saw an airbag                                             owner curiously
     town, Rudy Luther’s (RL)                                                                  system sample and                                                tapped the plastic
     Toyota & Scion. In 2011, a                                                                heard from parts and                                             guard material
     half dozen stores offer “new                                                              accessories pros.                                                under the front of
     owner clinics” or celebrations                                                                   Attendees                                                 a CRV, this one
     to recent car buyers. Others Technician Duwayne Johnson explains under car                received color            New Owner Celebration greeters         on a hoist.
     are watching with interest.                                                                                         Tim Lewis (parts) and cashier
                                       components to customers at a recent Hopkins Honda       coded name stickers       Karlina Nelson distribute color
                                                                                                                                                                      This kind
            RL had a good plan         new owner celebration.                                  emblazoned with the       coded name tags to customers.         of hospitality has
     for its clinics, and Luther                       The deal sweeteners                     year and model of                                               even brought
     Automotive used it to build a              are myriad, and offer great                    their purchase. Nearly 150 people           letters. “We’ve always had great
     framework that other stores could          encouragement not only to come,                dispersed into three groups in the          service and help at Hopkins
     follow, explains Luther Marketing          but to stay for an entire event.               new car area, show floor and shop,           Honda,” said customers Marjorie
     Manager Marty Wojciechowski,               Hopkins offers a free oil change,              respectively. A few had questions.          and Wayne Johnson in a note.
     who helped spread the model.               impressive food, discount coupons              Many stood listening.                       “Thank you all so very much. It’s
     Processes and procedures were              and holds a drawing for store gift                    Hopkins’ large spread of             what brings us back again and
     written down, including how to             certificates at the end.                        sandwiches, sweet breads, raw               again, even if it is a ways from
     notify customers, and a mapped                                                                                                                  Coon Rapids.”
                                                       Customer
     view of display areas was                                                                                                                              Timing is everything,
                                                relations Manager
     assembled. To this day, this model                                                                                                              and the Honda store found
                                                Michelle Ally
     is being emulated.                                                                                                                              the 5:30 to 6:30 p.m. block
                                                sees a number of
            Snail mail invitations are          winners of the                                                                                       to be the best, catching
     supplemented with phone calls from         $50 and $100 gift                                                                                    people on the way home
     Luther’s Customer Care Center              certificates walk                                                                                     from work. At the Hopkins
     and e-mail reminders encouraging           right over to the                                                                                    event, the first order of
     people to come. Some arrive with           parts department                                                                                     business was to thank
     a written list of items to ask about,      to pick out an                                                                                       people for their purchase.


    LUTHER TECHS IMPACT COMPANY POLICY ON NATIONAL FORD PANEL
           Luther Family Ford Master             and times, to parts and proper               approaches, all of which are tested               hard time seeing that something is
    Technician Mike Jeanotte just got            diagnosis. The TRP gives him                 before being rolled out to the entire             wrong, Vogt explained. Changes
    a place at Ford’s big table, where           access to the latest from Ford.              Ford system.                                      can take time. Warranty assistance
    he’ll serve as the spokesman                 Sometimes, technical expertise                       Vogt’s service                                    is another area where
    for hundreds if not thousands of             is given by product designers                manager, Ron Budhram,                                     panelists help out. “It’s a
    technicians in the                                        themselves, such as             said he’s a top tech                                      pretty big responsibility
    Minneapolis region.                                       when Jeanotte was               because of his work                                       and time consuming,” he
           That table seat is                                 briefed by the designer         ethic, dedication and                                     explained.
    on Ford’s Technician                                      of Ford’s Sync hands            his ability to make the                                         Vogt’s role also led to
    Review Panel (TRP),                                       free communication              repair right the first                                     another unusual opportunity,
    a 22-member group                                         system.                         time.                                                     a request to write an article
    representing tens of                                             The best techs                   When panel                                        for Ladies Home Journal.
    thousands of techs on                                     are said to have highly         members report                 Outgoing Ford panelist The subject? Why do
    U.S. dealer shop floors.                                   inquisitive minds.              problems, sometimes            Tom Vogt is with North people take their vehicles to
    Jeanotte’s Minneapolis Fargo Master Tech Mike             Jeanotte is, without a          engineers can have a           Country Ford Lincoln. independent shops when the
    district is one of 22.       Jeanotte now advises Ford    doubt, in that camp.                                                                      dealership is the expert?
    He replaces another          Motor Company on the best “You can’t                                                                                      When vehicle issues
    Luther master tech who repair approaches.                 just read         “It’s neat that they respect our opinions. are challenging, he said a
    completed his term,                                       the shop          That’s a big deal.”                                                dealership’s expertise may cost
    Tom Vogt, from North Country                 manual,” he said.                                                                                 far less than paying a cheaper
    Ford Lincoln.                                “You’ve got to read                        –Mike Jeanotte, Luther Family Ford, Fargo shop rate for more hours of
           “It’s neat that they respect our      the latest and greatest                                                                              labor. With the independents,
    opinions. That’s a big deal,” said           (online), what the techs are                                                                         drivers can pay out hundreds
    Jeanotte. Sometimes, it’s as simple          finding.”                                                                                             of dollars and the problem still
    as telling the company not to send                  Membership on the                                                                             remains.
    an extra bolt in a repair kit.               TRP has given Jeanotte                                                                                      Vogt and Jeanotte were
           With 15 years of wrenching            and Vogt a hand in Ford                                                                              given training pay for the trips
    at the Fargo Ford store, and a knack         policymaking. Vogt was                                                                               they made for Ford. The high
    for diesels, Jeanotte caught the             able to help produce ever                                                                            level experiences have helped
    attention of a Ford field service             important service labor                                                                              them grow professionally.
    engineer, and was recommended by             times, and more. “Engineers                                                                                 “When you come to see
    Service Manager Brad Jordet.                 put us on pilot programs,”                                                                           that others have confidence in
           His advisory role helps Ford          he said. These can involve                                                                           you, as well ... you gain more
                                                 special tools, extra parts
    to implement company solutions for                                            Jeanotte, center, visits with technicians Kevin Cote, left and      confidence in yourself,” Vogt
    everything from repair procedures            catalogs or new service          Mike Irving at Luther Family Ford.                                 said.


     WE ASK EMPLOYEES:                                                                                                         “Yeah– more gas money. We’re sure going to
                                                                                                                               need it, and late night food money. I just moved
     A CHANGE IN SOCIAL SECURITY DEDUCTIONS COULD INCREASE                                                                     back to Minnesota from Austin, Texas. I had lived
                                                                                                                               here for 18 years.”
     YOUR 2011 PAYCHECKS BY UP TO 2 PERCENT. WHAT WOULD YOU                                                                                        Glenn Spears, Used Car Sales
     DO WITH THE EXTRA MONEY?                                                                                                                                10-month employee
                                                                                                                                                                Hopkins Honda
                              “Put more money into my 401(k).
                              I’m thinking about it, but haven’t
                              done it yet. I do payroll, so I knew
                              that it was going to go through.”                                    “Watch my wife spend it.”
                                                       Jill Connors,                                          Kerry Lindsay,
                                             Payroll Administrator                                         General Manager,
                                                   2-year employee                                           3-year employee
                                      Luther Westside Volkswagen                                     Luther Mankato Honda
                                                                                                                                                                         13
UPWARD SERVICE MOVEMENT                                                                    CUSTOMER CARE EXTENDS TO ALL
      The Customer Care Center                 contact preferences and prioritize
(CCC) was a breakthrough concept               offers that are more relevant to
when it was created, and Luther                customers. Plans are to integrate it
Automotive wants to take it a step             with two existing CCC programs
further.                                       so information can be gathered
        Refinements, as well as new             in one place, Decaroli explains.
initiatives are entering the care              DealerSocket also allows for
center show                                                        targeted service
floor at the old                                                    marketing based
                                                                   on vehicle year,          Staff members in Luther’s Customer Care Center include, from left, Natalie Emerson,
Hopkins Honda                                                                                Mike Deziel, Larry Larson, Kevin Rudi, Mike Alicante, Tracey Schrupp, Lynn Nemitz
                                                                   make and model,
building in the                                                                              and Ronda Miller.
city’s downtown.                                                   said Marty
                                                                   Wojciechowski,                 The growing influence of               orders to make repairs. For more
It is from this
communications                                                     who assists             Luther’s Customer Care Center                challenging questions, CCRs can
hub that Luther’s                                                  with marketing          (CCC) cannot be ignored as it now            connect to in-store service advisors
dealerships                                                        strategies.             assists with all Luther Auto service         by a three-way call. Careful
can improve                                                        Service reminder        departments, taking a load off of            attention is given to customer
customer            Customer care trainer and representative        offers vary by         service advisors and others while            requests so service advisors clearly
service, while      Larry Larson can handle service department season, with                giving personal attention to callers.        know why a customer’s vehicle was
                    calls for any of Luther Auto’s stores.          specials relating
streamlining                                                                                      Since 2009, the CCC’s volume          brought in.
these functions.                                                    to typical service
                                                              needs.                       has grown from 40 to 50 percent of                  Customers that have a good
        The new                                                                            customer calls to nearly 70 percent,         experience on the phone, Decaroli
marketing efforts                                                    For Luther
                                                              Automotive, it all           said Decaroli. The number of calls           said, tend to carry that through to
underway involve                                                                           per day handled averages 4,000 to            the dealership. And service advisors
measurement and                                               boils down to the
                                                              ultimate question, said      4,500, with as many as 8,000 on              have more time to spend with in-
cost to benefit ratios.                                                                     Mondays.                                     store customers when they’re not
Luther hopes to                                               Morcomb. “Based
                                                              on your experience,                 Care Center representatives           answering phones.
maximize e-mail
communications and                                            would you refer us           (CCRs) are equipped with on-screen                  Marty Wojciechowski, who
reduce the number of                                          to your friends and          information specific to each of               assists with marketing strategies
printed pieces sent by                                        family?”                     Luther’s product lines. “We’re a big         for service departments and Luther
                            Customer care rep Tracey
mail. CCC Manager                                                  CCC marketing           store,” said CCC Manager Mauricio            Automotive Services, says the
                            Schrupp draws an employee
Mauricio Decaroli           name for Marty Wojciechowski, support can also come            Decaroli, whose employees serve              process is much like a doctor’s visit
regularly measures          who gave away six jackets for in the form of backup            as an extension of dealership                where a nurse consults with a patient
these results.              a Luther Collision and Glass     staffing for the service       service departments. Some of this            before the patient sees the doctor,
        Reminders           promotion.                       drives. Care Center           is car cultural, speaking the same           allowing the physician to use the
offer savings on                                             reps have filled in            language used by individual service          time more productively with the
maintenance, and                                             at dealerships when           departments. “We should feel their           patient.
Luther saves on costs                                        employees are sick or         empathy and have sympathy,”                         Answer speeds and call
by consolidating them                                        on vacation. “We don’t        he said. CCRs are                                       volumes are tracked on
across all the stores                                        want our customers            trained in listening
to get the best value,                                                                                                                             large screens. New recall
                                                             to be penalized when          skills and voice                                        notices can quickly spike
explains Fixed Operations Director
Mark Morcomb. These are then                   someone isn’t there,” Morcomb               intonation, said Fixed                                  call volumes, but the
tracked to determine effectiveness.            explained. In a few instances,              Ops Director Mark                                       CCC’s flexibility allows
“We want to make sure that                     these moves have been permanent.            Morcomb. Trainers                                       the load to be spread
in whatever we do, we have a                   Since the middle of 2009, five Care          listen to phone calls                                   across the entire staff.
response,” said Decaroli. Part of              Center reps have been promoted,             every day to help CCRs respond                      The CCC is open from 7 a.m.
that outreach involves a program               well-prepared by their customer             quickly to new questions that arise.         to 9 p.m. Monday through Thursday,
called DealerSocket, which                     service experiences at the CCC.                     Screens guide CCRs on store          7 a.m. to 6 p.m. on Fridays and 7
tracks items including customer                                                            policies, offers and vehicle recalls, as     a.m. to 6 p.m. on Saturdays.
                                                                                           well as estimated wait times for parts
VETERAN PEOPLE, FROM PAGE 5
       Strangely, Audi’s image                                                            help her family buy a house        “If you make an ‘oops,’ it can take a
troubles, tied to claims of unintended                                                    there. A receptionist position
acceleration in the 1980s, affected                                                       opened in February of 1977         really long time to fix it, so it pays to do
new car sales, but used Audis were                                                        and Egan figured she’d give it right the first time.”
selling as strong as ever, Storry                                                         it a try.
recalls. “The new cars were actually                                                              Three                                         –Mary Egan, Brookdale Chevrolet
being addressed with corrections                                                          and a half
even though there wasn’t any                                                                                                            customers is over the phone, but
                                                                                          decades later,                                sometimes they need to see her.
mechanical problem,” he said.                                                             she’s seen
“Audi made it through and today is                                                                                                      “People will have questions, so
                                                                                          the industry                                  we go down there and smile at
one of the premier marques in the                                                         adjust.
world.”                                                                                                                                 them and do what we can for
                                                                                          Salespeople                                   them,” she said.
       His advice to sales rookies         Used car biller Mary Egan got her 1977 start   are younger,
is threefold: pay attention to the         in the business at what became Hopkins         more                                                 Stability has been a Luther
                                           Town and Country Dodge. She never stopped                                                    hallmark. After the company
customer’s spouse, listen for the                                                         professional
                                           learning and tries to make her job fun.                                                      purchased the Hopkins Dodge
customer’s wants and needs and                                                            and well
always tell the truth. “If you don’t         important, but also lighter, stronger        educated.                                     store, office staff didn’t have to
know the answer, say ‘You know               cars using aluminum like the Audi            Computers                                     worry when it came time to pay
what, I don’t know. Let’s go find the         A8, and carbon fiber models. A big            have been a game changer, but Egan            the store’s bills. “That was huge,”
answer,’” Storry advises. It may be a        push in Europe is for “The One,” a           doesn’t believe a truly paperless          said Egan.
test, and failing it can be devastating,     car that can travel 100 kilometers           office will come any time soon.                    Her first boss with Luther Auto
he explains.                                 on one liter of fuel, or 258 mpg.            Gone are the days of waiting on the        was Controller Brenda Swanson,
       What does Storry see as               Engines with fewer cylinders are also        phone for an hour to have questions        who just so happens to be her current
different with Luther Auto?                  a trend.                                     answered by the state.                     boss.
Transparency. There is no game                                                                    Her counsel to people entering            The 34-year office veteran
                                             GIVING IT A TRY, SINCE 1977                                                             appreciates Luther’s emphasis on
playing. Used cars either pass safety                                                     the business is to be aware of what’s
                                                    Used car biller Mary Egan at                                                     community service. “If we don’t
inspections or are shipped off to                                                         going on around them. “It’s listening
                                             Luther Brookdale Chevrolet came                                                         take care of our own, who is going
auction. If the Luther name is on it,                                                     to people, really listening,” she said.
                                             to the store when Luther purchased                                                      to?” she asks. She’s noted her store’s
Storry would sell it to his neighbor,                                                     Attention to detail is a must. “If you
                                             it in 2006, on the heels of nearly 30                                                   effort to collect food for families.
his friend, his family, or even buy it                                                    make an ‘oops,’ it can take a really
                                             years at Hopkins Town and Country                                                       Luther’s ValleyFair celebration a few
himself.                                                                                  long time to fix it, so it pays to do it
                                             Dodge.                                                                                  years ago was also memorable, a
       For the coming decades, the                                                        right the first time.”
                                                    She knew the Hopkins store,                                                      place to meet others she had worked
car sales veteran sees technology as                                                              Most of her interaction with
                                             grew up in the city and wanted to                                                       with over the years.
14 BLOOD DRIVE DRAWS ON NEEDED HELP
          The Memorial Blood Centers                       Blood platelets are usually
                                                                                                                       REACHING O U T
                                                                                                   Stories about employees and dealerships with the Luther Automotive Group who reach out to
   bloodmobile van arrived early one                restored within 24 hours and red blood         the broader community. If you know of an employee who volunteers in the community, please
   morning at Motors Management, where              cells take a little longer, a collections      call Kathi Potter at 952-258-8800 or e-mail newsletter@lutherauto.com
   employees came out, one by one to do             staff member explained. Platelets
   their part to save lives.
          “I try to do it every time. It’s
                                                    are a component of the blood that
                                                    causes clotting, stopping blood loss by
                                                                                                  STAFFERS HELP WITH LOCAL NEEDS
   just something that I should do,” said           clumping and forming plugs in blood                  Several Luther dealerships took
   Matt Mraz from Motors Management.                vessel holes, according to the Mayo           up in store holiday food collections,
   One of the collections                           Clinic.                                       filling bins and pickup truck boxes
   staff members said 75                                                                          with generous gifts from people who
   percent of people are                                                                          had more than they needed.
   able to donate, but just 3                                                                            Luther Brookdale Chrysler
   percent choose to do so.                                                                       Jeep Dodge partnered with CEAP,
          Maissa Ellis, in                                                                        (Community Emergency Assistance
   accounting at Motors                                                                           Program), a group that helped 704
   Management, was                                                                                families in 2009. Display boards and
   donating for the third                                                                         bins were posted in key store locations
                                                                                                                                           Brookdale Chrysler promoted its food and toy
   time. Smiling as she                                                                           to draw attention.
                                                                                                                                           donations to the Community Emergency Assistance
   reclined on a donor                                                                                   Stuffed animals and games         Program by offering a chance to win small prizes.
   bed, she said she might                                                                        accompanied food contributions at        Cashier Ashley Wilking, right, coordinated the
   be saving someone                                                                              the store, which sent out a request      effort, at left is receptionist Valerie Coleman.
   else. The pint that she                                                                        with employee paychecks. “There
   gave actually has the        Below, Matt Mraz, left and Maissa Ellis from Motors
                                                                                                  was some cool stuff,” said cashier
   potential to save three Management, were among several Luther employees who                    Ashley Wilking. “There were three
   lives, according to          gave blood, knowing full well that their donations could save a
                                                                                                  iPod Shuffles, a lot of games and a lot of
   blood centers’ literature. life. Memorial Blood Centers makes regular stops at Luther’s        canned food.” Employees also donated
                                home office, and at dealerships, where employees put others
          Sometimes, the before themselves. .                                                     cash. The store held a contest drawing
   reason for giving is                                                                           for $25 gift cards.
   personal. Another                                                                                     At Burnsville Volkswagen, a food
   Motors employee,                                                                               drive competition motivated employees.
   who chose not to                                                                               Chad Miller, in used car sales, donated
   be named, said her                                                                             390 pounds of edible product all by
   brother is on a kidney                                                                         himself. Large jars of spaghetti sauce
   transplant list.                                                                               and sacks of flour put his team over the
          The donation                                                                            top. “I’ve never contributed to a food
   process takes five                                                                              shelf before, but have always donated              Burnsville Volkswagen had a team
   to 10 minutes, once                                                                            clothes or money or gifts,” Miller said.           competition food drive for 360
   the needle is in, and no more                                                                         Controller                                  Communities. Leaders were, from left,
   than 15, said collections                                                                      Cathy Mohlis said                                  George Morriset, Brenda Tulibaski and
   specialist Bee Xiong. Prior                                         Mraz kept the              she was impressed                                  Chad Radue, whose group topped all
   to the draw, donors are asked                               conversation light as a            with how employees                                 others with more than 1,000 pounds.
   health related questions and                                collections specialist got him     embraced the effort.
   their vital signs are taken. Each                           set up. “If this hurts? Then I     “As we watched the
   is offered snacks and drinks                                don’t know. Who’s making           donations come in, it
   after the experience. Donors                                who nervous?”                      was really a good feeling,” she said.
   also receive a card with their name and                 Additional blood collection            Luther Auto’s Drive to Serve display
   blood type four to six weeks later.              days have been held at Rudy Luther’s          magnets can now be seen at most
          “We’re always short on blood,”            Toyota & Scion, Jaguar Land Rover             every dealership, where generous
   said blood centers Operational Lead              Minneapolis and Luther Brookdale              individuals fill vehicles with groceries
   Jill Quam. Collections sometimes                 Chrysler Jeep Dodge, among other              for local food shelves.                  Luther Collision and Glass in Plymouth brought out
   run seven days a week to keep up                 dealerships.                                                                           the flatbed for its big food shipment to Minnesota
   with hospital demand. The group has                                                                                                     Sharing and Caring Hands.
                                                           Employees can always donate to
   contracts with area hospitals to deliver         Memorial Blood Centers at one of its
   2,500 pints per week. Donors give one            11 locations, and learn more at MBC.          JAG, ROVER CANCER EVENT DRAWS 300
   pint at a time.                                  org                                                   For its first charity event, it was          funds raised went directly to the charity,
                                                                                                  pushing the envelope, but that’s not at all         Susan G. Komen required minimal
COMMUNITY FOCUS– DO YOU KNOW OF SOMEONE AT LUTHER                                                 unusual for the Jaguar and Land Rover               oversight, Terp explained. He has
AUTO WHO SERVES OTHERS WITH JOY AND GENEROSITY?                                                   vehicles the store sells.                           developed mutual partnerships with
CONTACT KATHI AT 952-258-8800 OR        newsletter@lutherauto.com                                         Jaguar Land Rover Minneapolis               businesses that serve many of the same
                                                                                                  held its Susan G. Komen Breast Cancer               customers.
              WE CAN HELP WITH YOUR QUESTIONS                                                     Foundation Benefit at the end of 2010,                       Event timing was important, said
                             Luther Help Desk 952-258-8888                                        featuring a “Real Housewives of
                                                                                                  Beverly Hills” television show
                     Get more help at 952-258-8800 and ask for:                                   theme. It generated a substantial
                                                                                                  level of donations.
  Benefits-Annette Sinicropi; Human Resources-Diane Campion; 401(k)-Carolyn
          Rudi; Employee Orientation-Janelle Stallkamp; Safety-Craig Frost;                               General Manager Ted
                                                                                                  Terp noticed that the women on
                 Benefits Web Site-www.lutherauto.essbenefits.com                                   the show drove Land Rovers, so
                                                                                                  he came up with the promotion.
   Employee Assistance Program - 24-hours - 1-800-383-1908 - www.midwesteap.com                   “Everything was donated,” said
                                                                                                  Terp.
                                                                                                          Five months of planning A captivated crowd at Jaguar
                             LUTHER AUTOMOTIVE GROUP                                              led up to the in-store climax:         Land Rover Minneapolis stayed
                                                                                                  a silent auction and door              much of the evening for a raffle,
                                                                                                  prizes. Attendance topped              silent auction, tasty bites and
  Bloomington Acura Subaru 952-881-6200           Fargo                       701-232-2272        300. Comcast offered a grand vendor services benefiting the
  Brookdale Buick GMC           763-549-1500      Hopkins                     952-908-8600        prize vacation that was among Susan G. Komen For the Cure.
  Brookdale Honda               763-561-8111      Hudson                      715-377-4958        over 50 silent auction items,
                                                                                                  donated from a beauty salon, health club,           Terp. Because it
  Burnsville Volkswagen         952-892-9400      Plymouth                    763-331-6000
                                                                                                  restaurant, customers and other Luther              ran from 5 to 9
  Hopkins Honda                 952-938-1717    Luther Family Buick GMC       701-356-7100                                                            p.m., and with the
                                                                                                  stores. Raffle tickets were sold.
  Hudson Chrysler                               Luther Family Ford            701-282-2350                                                            prize drawings starting at 8:15, most
  Jeep Dodge                    715-381-3000                                                              “The cars were the stars- white
                                                Luther Fiat of Brookdale      763-222-2600
                                                                                                  cars with pink ribbons and the dealership           stayed for the evening. It was such a
  Infiniti of Bloomington        952-888-5555    Luther Honda of St. Cloud     320-252-4262                                                            rousing success that Terp plans to have
  Jaguar Land Rover Mpls.       763-222-2200
                                                                                                  was stunning,”
                                                Luther Hudson Chevrolet                           Terp said. The                                                  fundraisers like these every
  John Hirsch’s Cambridge                       GMC                           715-386-2341
                                                                                                  store invited all of                                            year.
  Motors                        763-689-7600    Luther Mankato Honda          507-386-7800
                                                                                                  its customers, as                                                      While doing good for
  Luther Bloomington
  Hyundai Kia Mitsubishi        952-881-5100
                                                Luther Nissan Kia             651-457-5757        did its partnering                                              charity, the gatherings give
                                                Luther Westside VW            952-377-4100        retail and service                                              an opportunity for Jaguar
  Luther Brookdale Chevrolet 763-561-9220
                                                North Country Ford                                companies.                                                      customers to see Land Rovers,
  Luther Brookdale Chrysler                     Lincoln                       763-427-1120                                                                        and Land Rover buyers to
  Jeep Dodge                    763-535-5200                                                      Among them
                                                Park Place Motor Cars         507-282-9468        was Jon Charles                                                 take a look at Jaguar, the GM
  Luther Brookdale Mazda
  Mitsubishi                    763-566-5600    Rudy Luther’s                                     Salon, Crave,           Jim May shows a Jaguar to a             explained. Terp would like all
  Luther Collision & Glass
                                                Toyota & Scion                763-222-2020        Calhoun Beach           customer at the charity event.          of his customers to own both.
                                                Toyota City & Scion           763-566-0060        Club, Hoigaard’s,                                                      The store is planning
    Customer Care Center       877-LUTHERS
    Brooklyn Park              763-493-2700
                                                White Bear Acura Subaru       651-481-7000        Pazzabello Flowers and                                   a second charity event for April 4
                                                                                                  Afton Alps.                                              geared toward men. Proceeds will
                                                                                                          Because all                                      go to prostate cancer research.

				
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