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TRANSCRIPT
2013 Cadillac National Service Managers Council Meeting
Saturday May 18th 2013
Members starting to arrive. Juan, Stu and Ed came in early to set up the hospitality room and prepare shirts, binders, and meeting information.
Early arrival members ventured into Ann Arbor for dinner and to check out town for possible dinner arrangements for Wednesday. After Martini’s (that tasted like toilet water) and some appetizers, we all came back to the hospitality suite, then retired early to insure a strong start Sunday morning.
Sunday May 19th 2013.
Attending members met for breakfast to discuss the day’s events. Today is the day that the remaining members will arrive. Juan our President had arranged for 3 foursomes for the golf course for some of the members that arrived early. The weather was perfect and golf was fun, and of course, Jeff Straussers group won the scramble event.
Monday May 20th 2013
Juan Santos (President)
Introductions:
Thanking Stu Edwards and Ed Rodriguez for their hard work in preparing the meeting.
Reviewed the weeks Agenda
Membership introductions
Juan defined what the Cadillac National Service Managers Council is about and what benefits are acquired by its members as well as what benefit the council provides to Cadillac. Juan discussed the importance of communication with other members throughout the country creating a network of dealers together to handle the purpose of superior customer handling and customer satisfaction.
Presenters:
Enterprise Rental Car:
Donnell Henry Vice President in charge of Dealer Relations.
Enterprise Holdings also includes National Rental Car and Alamo Rental Car.
Donnell emphasized that even with CTA program, enterprise is committed to help out dealers in any way that they can to accommodate us and our customers.
Enterprise currently has 850,000 GM units in the US
Enterprise CSI measure - 10 of last 11 years, tops in JD Powers…..they understand the needs of the customer. Enterprise has a strong interest in customer satisfaction and emphasizes superior customer handling throughout all of the ERC Branch offices.
Susan Lombardo
Rental used to be a gate to get vehicles produced and sold to satisfy union agreements etc…..only way for manufactures to sell or unload vehicles. Companies, both Enterprise and Automobile Manufactures lost track of what rental is about.
Polk – Rental Impact study (initiated by Enterprise)
Enterprise renters are 2 times more likely to buy a new vehicle within the next 12 months.
New programs from Enterprise:ONRAMP ConciergeQR code enhancement to enhance customer experience.
On every vehicle in the fleet
If the customer scans the QR with their mobile phone, the customer can get information about the vehicle, access different links that are make model specific that would provide information about the vehicle to the customer. QR’s can also offer discounts, coupon’s etc.
#1 piece, customers are utilizing “info about vehicle”
Enterprise takes strong part in enhancing the “vehicle launch” process for manufactures insuring that vehicles are in the public’s hands immediately which increases the exposure of the vehicle.
ARMS Dealership overview:
Allows dealers to send reservations, extend rentals and receive invoicesAllows dealerships to view updates, invoices and reporting online through the ARMS application
Benefits: CSI impact and perceive real valueLoaner availability vs tech avail.
Dealer Benefits in Outsourcing to a Rental Agency
Reduced liabilityReduce insurance premiumsVirtual “just in time” used car inventoryDealers focus on primary business….not rental business75% of fleet sold back to franchise dealers.
Questions and/or Comments from Council:
One of our members brought up the fact that Enterprise employee’s Hard Sell of insurance can be a strong dissatisfier to our customers. When brought up to the local Enterprise office, it was explained that corporate management was stressing the upsell technique.
Donnell responded that the insurance should be a “soft” sell and/or offered, but not pushed on our customers. Also stated that if dealers are having issues to get him involved.
Some issues that relates to quantity of vehicles available for rental from enterprise to dealers.
There was also very good conversation about the CTA program vs Enterprise program from both Enterprise and all dealer members.
ONSTAR -
Frank Pompa
Jennifer Bennevidas – business performance manager
** working on ways to improve “close time” of repair cases…..from 7% to 54% one day.
Some issues with activation of vehicles require IT intervention…..looking for faster ways to get the vehicles “in play”
Working on coordination of CAC with OnStar to improve set up and improve customer satisfaction. Currently the process has some hurdles……frank’s group working on streamlining the process.
Improved billing processes to improve roadblocks with billing….
Members commented that when vehicle traded in very difficult to get OnStar cancelled. OnStar working on issues and hopes to improve the process.
Currently, OnStar advisors can only give 2 months credit even though the process to correct the billing could take 6 months. OnStar knows of the issue and will work to improve the issue thus improving customer satisfaction in this area.
Ed Rodreguez (member) requested a back end number or process for Dealers to utilize OnStar to get vehicles unlocked in the event that vehicle doors locked while on dealer property. Currently, the process is way too cumbersome and takes way too much time. Ed stated the benefits of having this and OnStar Agreed and stated that they would take the concern/request back for evaluation to see if something could be implemented.
AT&T to be the new supplier for telecommunications for OnStar…..4G network. With this change, Jennifer Bennevidas, let it slip that GM will increase its 6 month free subscription to 5 years. No details yet as to which features, however, may very well likely be Vehicle Maintenance Notification and/or OnStar Vehicle Diagnostics?? Unknown….but keep your eye’s peeled.
Members Question to Jennifer and Frank:
Currently certain data from the vehicle is not feed to dealer….SES light, tpm lights, Etc. Currently we are only getting oil life % and tire rotations by mileage intervals as well as recalls only.
Dealers would like to also be notified when the vehicle trips a code for instance and/or has low tire pressure.
Eg: If the vehicle trips a DTC, the dealer could be notified, then the dealership could consult the customer immediately on what to do and/or what actions are required because of the current DTC. OnStar reps reading from a manuscript would not work given the complexity of some of the issues.
Currently…dealers not getting that information…dealers want that information.
** can the box be set up to initiate a call to a data base to notify the dealer so that the dealership can coach the customer through the issue at hand.
Another Member brought up the fact that dealers are having issues with XM and certain XM subscription transfers etc, when a hard part is replaced in the vehicle. It is a different company altogether, however, in the customers eye’s it is GM. Jennifer and Frank offered Corey White’s – General Motors XM liaison’s name to the Council, should any members have issues. They promised us his phone number……as soon as the number is obtained, it will be forwarded on to all Cadillac Council Members.
Juan Santos (President)In between presentations, Juan discussed the issues with particular Vendors and council future. He discussed that GM support may be pulled should certain Vendors be selected for our meeting. This is the approach that GM has taken over the last couple of years. This also creates a challenge for us in that the Vendors bring in a lot of the funds to be able to have the annual Council Meeting. Juan then started election process for the council positions. We did not have much time here, but we started the process. We discussed that the committee’s had been reduced in previous years to a “product” committee and a “recruitment” committee as well as the officers.
No voting was done for the “Vice President” at this time.
There was a nomination for the reinstatement of Jeff Ciastko for our Product committee chair that was seconded and voted on by all of the members. There for we have secured the Product Committee chair, however, the sub chairs were not voted on.
Council Recruitment Committee was also not voted on during the session.
Possible Future telephone conference to be held by officers and past presidents to decide on positions for the sub-chairs for the committee’s.
Tim Turvey Executive Director GM Sales & Marketing P 810-606-2110 C 810-606-2110 [email protected]
Discussed New Daily Service Parts program and benefits of.
Intent to drive behavior.
Discussed Service workbench and benefits of.
Talked about Service Leads…….website; and DMN
0w20 motor oil……gen5 escalade w/8.5 quarts of oil.
Tim’s discussion was very informative and beneficial to us all. His presence gave us his vision of General Motors Aftersales Operations with guidance for future business.
Question relating to the labor time guide change was brought up in that it appeared that labor times were reduced by a certain percentage with the operation code change. Tim stated that he had not heard of that, however, if we had specific examples, that he would put them in front of the right individuals and get us an answer.
Epsilon – (Aspen Marketing and CSSR)
Mike Cole National Executive DirectorC 404-683-0500 F 800-660-1291 [email protected]
Mike spoke about their “1st appt phone call” program. He stated that in comparison to dealers that are not on the program, dealers on the program are getting 16 additional customer pay repair orders per 100 repair orders.
Mike also discussed future enhancements which may include the possibility of CSSR, integrating with X-Time scheduling and/or other scheduling programs.
Vince Petrucci Regional Executive DirectorC 630-864-8149 F 800-711-9805 [email protected]
from Epsilon, discussed the new CSSR “next Gen” platform and the website enhancements, showing us that creating “estrikes” and direct mail pieces can be prepared, customizable and handled at the dealer level. Also the dealer can data mine their own customer data, thus making customer mailers and/or emails and send them to very specific customer lists.
Let’s remember, the boys from Epsilon were very hospitable and had very strong support for our council meeting this year as they do every year.
American Tire:
John Landers, Kevin Casseda Business Development Manager National Training ManagerP 248-207-3486 F 734-284-5188 C [email protected] [email protected]
Steve and Kevin spoke about tire penetration
The Average Dealership in the country has 3% tire penetration rate
Kelly tires added to program, nice option to a low cost tire. Especially for the used car department.
The better the tire, the better the ride…..crappy tires equal crappy ride……..tires have a reflection on the quality of the vehicle. So when selling to customers and/or the used car manager, definitely point out the benefits of the tires!!!
Steve enforced to always search tires by model…..never by size…..First off, the vehicle could have wrong tires to begin withSecond, it keeps dealer out of trouble. When searching by model, the correct tire size is listed, along with the correct speed and load rating thus being stupid proof for the service consultant which keeps the dealership safe in ensuring that the correct tires are offered based on options.
10-15% of vehicles coming into the service drive require tires. Steve stated that if we just work our current customers…..huge potential.
Steve also reminded us of the recent case of a technician not properly inspecting brakes which got the dealer and the technician in big trouble.
In Pittsburg, a tech did not do proper inspection on brakes….. Brakes failed someone dies. State police arrested the technician for negligent homicide.
Philly…..16.5 million settlement against a dealer for improper inspection/repairs to a vehicle.
ATD can help by:Increase your parts and service salesIncreasing customer satisfactionIncreasing customer retention.
Help in creating an effective inventorySet stock to auto replenishService advisors trained for 1 weekFacility is merchandisedHold a tire eventIf you are not selling more tires in the agreed times, we will take them back
Digital Air Strike
Erica Sietsma Director of Strategic RelationshipsC 206-707-3320 [email protected]
Largest and longest running full service social media and reputation management agency in the automotive industry.
Social Reputation is all about service.
Service departmentShorter buying cycleMore transactionsService has the greater sales challenge convincing the new generation of buyers to service with you.Service has the dealer and offers that are perfect for social media.Service reviews impact sales – not vice versa.
“The inspired achiever”
Get it NOW generation. Connected, Impatient, Modern Luxury, Deals“Anything is possible”
CrawlReputation:
What is your process for getting customer feedbackWhat is process for getting more reviews onlineWhat is the process for finding new online reviewsWho is responsible for responding to online reviews.
SocialWho is responsible for posting to your social sitesWho is responsible for updating social offers and check in offersWhat are the offers showing on any sites that may have them and how often are they updated.
CrawlBe involved in any meetings / strategy callsGet added to any emails/alerts/updates regarding social and reputation
Walk:
SFE ProgramNightly SurveysGet the alerts email, mobile app, online, go through feedback.Do something about what they say….there’s gold in them thar surveysRespond to surveys publically or review the suggested responses and edit if needed.
Public Reviews:Top review sites used by car buyers
Cars.com, Edmonds.com, google, yelp, yahoo, dealer rater.
Service will effect google and yelp.
Rating score is going to be on the web no matter what……if searching for phone number on web, your score will be displayed in either 30 pt. system and/or 5 star system
Twitter is a review site all day long.People talking about dealership on twitter
Facebook is getting in on the review business59% probability that customer will trust a review from a Facebook friend more.
Perception – yelp and google can be faked……..Facebook, twitter will hold more credibility.
Walk: Public reviews….respond!!!Must respond to positive reviews as well as negative responses.
Promptly and professionally
Negative responses:In your response, offer the highest point of contact and a direct phone number.
Take it off line…..do not get into a back and forth online for people to see.
The public response is for the 10000’s of people who will see the review – not about the reviewer
The response shows that dealer wanted to correct, however, doesn’t matter. It is the perception that is created.
Handle disputes:
Private message customer – keep it professional. Even emails can go viralWork to resolve, not defend….again, perception is reality.Work on internal training so issues don’t continueIf review violates terms and conditions, can get review removed.
*** Erica estimates that: People will be able to buy and sell parts through Facebook.Facebook app to buy and sell goods.
Custom offers posted on Facebook page.
Facebook advertising will become very strong in the future…..can track and monitor through who comes in off the specials on your page.
By utilization of the “Check in” feature on Facebook, this will deliver a special offer for where ever the customer is “checked it to”. Check in through the yelp website and google etc. to get the offer listed…..then track.
Don’t need to be an expert, however, one must be involved.
Tuesday May 21st 2013Cadillac Roadside
Stacy Dick P 313-665-5640 F 313-667-6294 C 313-418-8872 [email protected]
Updated towing parameters to “selling” or “preferred” dealership…..is 45 miles with an additional 10 miles to be authorized by the advisors.
Tows will be made to dealership in correlation with dealership service hours.
Dealer & Network Partnership
Allstate Roadside Services
Aaron Mantegna Relationship ManagerC 863-797-9401 [email protected]
Cadillac dispatch through mobile AppAbility to close the job through the AppAbility to track their own statisticsView job history and activity numbersAllows dealership managers to view techniciansDealership desktop mapping of techs activities in real time.
To contact your Cadillac Technician Team at ARS, email: [email protected] or call us at 1-800-763-8324
Concerns by council members that the APP can be known to consume battery life. Allstate working on application to improve how the app works to improve battery life. Current problem is that the application is continuously sending and retrieving data every minute thus battery usage is required…….Allstate understands and is working on concern.
Roadside has Regional Roundtable callsNorth central number is: 877-294-7119 Access code: 4979403Monday the 24th at 2pm
The Roadside Technician Forum to be held in Florida this year, the first week in October. Look for the invite.
Monthly WebEx…..third Thursday of every month for 2013.
Allstate enforced that all dealers should “register” through the below website to insure that correct hours of operations and dealer information is loaded into their data base. If you have not already done so, please visit:
Survey: www.myroadsideinput.com
Some issues have surfaced with the application on the mobile, freezing up, not working…..allstate working on application and further testing. Dealers will be notified when updates are available.
Questions arose as to what the dealer limits are for trip interruption. Currently there is a $1000.00 limit per occurrence. Policy may change in that there will be “preferred” hotels that will be authorized, others will not. For instance, GM will put a customer up for the night, however, they will not pay for suites or high line hotels etc. You’re your eyes posted for changes in policy.
Members also expressed concerns with taxi rides and the 50 mile limit……in response, roadside stated that they will pay for 20 mile taxi ride, customer will have to pay the difference if they want to go farther in a taxi……confusing, but it is their policy.
Courtesy Transportation – CTA Program
Meagan Quinn - P 313-667-5178
Meagan went over the program and asked for the dealers input on the program.
There was much discussion about the fact that we are being penalized in that the dealer is responsible for the rental car charges should we have to use Enterprise rental car if we run out of CTA vehicles. Dealers should not be penalized for putting customer into an enterprise vehicle in an emergency.
It was pointed out that the customer also suffers in that some dealers will just say “we don’t have any loaners” and the customer is forced to leave the dealership without a loaner…….
Sounded like they didn’t care……it is what it is. Comparisons were brought up with regards to the Buick, GMC and Chevy programs…….their response was, the other Brands were going to move toward something like the Cadillac Program in the near future.
GM Warranty and Global WarrantyLabor Times and Global labor codes:
Steve Oakley Warranty AdministratorP 810-444-7609 [email protected]
Was deployed in the US market last. Consistent throughout the world….basically for engineering.
NOT supposed to include any change in labor times paid to the technician.
*** if the labor time is incorrect….press the feedback button and submit to the manufacture…..must list out each step required to replace that particular part.
*** j3475 for 07 DTS not there…….in those cases, use closest and utilize OLH to insure technician gets fair amount paid.
If time is different from the old labor time guide to the new….use the new labor operation and pay the time to the tech off the old time guide. Print both pages and attach to the repair order for documentation and SM should document on the repair order explaining the justification for the usage of olh.
Jim Moloney General Director Customer and Relationship Services:P 313-667-6807 C 810-240-4240 [email protected]
CARS – Customer Relations Management. Jim stated that the website portal through dealer world was substandard, they know it and they are working on a better “online” system to reflect all of the changes.
Visions and Values:
GM – very focused on the customerCustomer assistance case improvements
Call handlingManagement process.
Customer Care Specialists – Dealer involvement.
GM”s Vision – design, build and sell the world’s best vehicles.
GM’s Values – Our customers are our compassRelationships matterIndividual experiences
The core of our success will come from satisfying our customers better than anyone else. One by one person by person, I have set a personal goal that we are working to have the best customer service in the automotive industry.
Mark Reuss GM Chairman
New updated “Social Media Command Center”
Newer Customer Assistance Center (CAC) Reinvention update.
Jim spoke about the new “customer care specialist role” at the dealership level. It sounds like they want to transfer responsibilities of the CAC departments to the dealerships directly. Possibly eliminating the CAC departments and routing the calls directly to the dealerships???
The Customer Care Specialist Role:
The “go to” person for all customer issuesCoordinates key dealer people resourcesCommunicates with CAC T1, T2 & FieldCloses the loop upon resolutionAdvocate on behalf of the customer within the dealershipEmpowered by Dealer to handle customer concerns
Service Workbench
Geri Rinke Service Workbench Assistant ManagerP 810-606-2556 F 810-606-3540 C 810-569-9578 [email protected]
Rob Thwing - –Assistant Manager Service WorkbenchP 810-606-2112 F 810-606-3540 C 810-285-1033 [email protected]
Service Workbench and its benefits:
Gives Dashboard
Gives everything about the customers vehicleConsolidated in one placeProvides an alert of important informationProvides actions & history including customer pay summary
Maintenance MenusCustomized menus that match the owner’s manual 100% of the timeBased upon VIN and mileageCredibility with the customerCustomizable.
Multi-Point InspectionVehicle walk around with customer – health checkStarted during walk around with an I-PadQuicker than hand writtenPrinted and saved for next visit.
Follow up through CSSR
Ability to follow up with your customersDeclined services on MPVI will initiate a CSSR follow up contact
100% passiveReturn rate of declined is 23% at $320 per repair orderCan include an offer if desired on the mail piece from CSSR.
The Biggest payoff
The ability to monitor and manage what is built in.A one page report that summarizes performance of every employeeService consultant menu performance and close ratiosService Consultant mpvi performanceTechnician MPVI performance
Today – only 29% of consultants present menus…..when suggested 46% of customers say yesMPVI is performed 53% of the time….of those 56% of customers have additional sales.
What needs to be done?Embrace the service workbench todayBe the Change agent leader in your dealershipEstablish the belief that maintenance menus will be presented and MPVI’s will be conducted 100% of the time.
Every customer every time
Monitor metrics for success
Training available: XDSWB.V11W1 Growing your business with the menu and inspection tool kit.
Newest enhancement just made to service workbench.
I-pad application for “GM service workbench”
Steve Oakley – Warranty again
Going over the warranty expense analysis report
Take a look at the red catagories…red during your review, if you have a category in red, then that group = 25% over your pier group and you should drill down to see the cause of the overage.
Out of warranty conditions:Labor operation frequency and cost
Frequency – by warranty vehicle type, used more frequently in the region
Expense trends (excess expense)
Look at cost per vehicle serviced by vehicle type for each repair group
GM OE Brakes
Mike ZissmanDirector of Aftermarket Sales OESP 815-759-7496 C F 815-759-7819 [email protected]
Wally MarciniakDirector of Technical ServicesP815-759-7778 C 815-861-0816 F 815-759-7363 [email protected]
Good – Better – BestGive the customer a choice of optionsCustomers move “down Market” as vehicle gets olderAll makes supporting used vehicle departmentIncrease sales and retention will be the result.
Visual Advisor Brake pad selling tool available at DWD store. (rubber red, yellow, green brake pad)
Severe Duty Details71 brake rotor numbers….eg 18A1705SDS-Groove non directional (slotted)Will replace most directional rotorsImproved Brake pedal feel 30% increased pad wear.
Low frequency dampers (for calipers)Service part available.Only on one of the bolts on each caliper
Weights on front brake pads…….mostly on foreign brake pads.Help with brake noise issues
Brake rotorsDesign comparison vs light weight.
Take 2 rotors one aftermarket and one dura stop…..compare.Measure weight, measure thickness, and the distance of the gap in the middle.
Old Days:Installed parts out of the box, never checked run out, never lubed anything. Few choices available everything worked fine. NO noise or pulsation.
Pad composition, absorbed noise…..hub style rotors, heavy, lots of weight.Designed to stop car, not worried about economy etc.
Now:Economic issues, overdrive transmission (no engine braking), TCS, EBC, YAW systems…..systems that apply brakes by themselves.
Performing the Perfect Brake Job:Eliminate noises and brake pulsation.Use the correct frictional material for the brake padsTurn Rotors and Drums….use the correct rotorsChecking lateral run out!!!!!Rebuild/replace wheel cylinders and calipersFlush Brake FluidProper customer interviewTest drive
Copper parts per million (from internal brake lines) in the brake fluid will break down fluid more than moisture.
“Strip Dip” – testing brake fluid. (phoenix system)
Diagnosing low or spongy pedalIsolation test using fuel line clamp (don’t over tighten to damage hose)
Clamp off all brake lines, press brake pedal, if firm, remove one clamp at a time
Pads tell a story.Taper wear – pads sliding in the caliper brackets
Rubber kit serviceReduces heat and road film.
Rust on the inside of the brake rotor…..due to aerodynamics, no air flow to dry off rotor.Delaminating of rotors is the cause.
Measuring of lateral run out is very important to check……from .010 in the 70’s to .002 today
Hampden Tener Cadillac Product Director#2 in JD powers survey for lux brands…..4 points behind Lexus.
Showed product lineup for the next few years. With all of the new products and engine line ups coming.
Both product and emotional connection with Cadillac
Wednesday May 22nd 2013
Juan Santos – Intro and recap of the previous 2 days.
Len TillardBrand Quality Manager – Electrical SMTExterior Lighting Condensation
Average 120 parts per weekAll lamps replaced for condensation are leak checked (pressurized and dunk tanked)
SRX - 7 different “update” attempts made to headlamp assembly to improve condensation issue.
Escalade – 3 improvement attempts
50/50 warranty….supplier starting to pay for 50% of the warranty transaction.
Light pipe LED modulesLocated in the bottom of the lamp assemblyCan be replaced separatelyVisually inspect the metallization.
Battery Leakage:
Too much acid being installed causing acid to push out causing corrosion.Attempt to put drain on battery was shut down due to costs.
Post leaks – bushing skirt breaks and fans out, resulting in cracks.
AGM batteries have no liquid….gel……don’t have immersion of liquid to disperse heat.14.5 volts max. voltage during charge, if over that you can cook the battery.
Advantage – don’t mind micro cycling….alternator will turn off.
**** don’t use regular battery charger unless set below 14 volts!!! You will cook battery. N Should use GR-8
Powertrain
Randy McRight -
Twin Turbo…..
3.6L twin turbo.Small, short runners, tunneled heads…..great throttle response.430 lb. /ft. of torque 420 Horse power.
90% parts in the 3.6L engine have been updated and/or modified.
Must run premium fuel in the turbo.
Turbo unit pulls off as an assembly……
2900 psi injectors with 3 piece acoustic encapsulation for improved noise attenuation.
Engine block – 6 bolt main bearing caps……50 pounds heavierForged crankshaftUpdated damper and flywheel
Supercharger
Ian Doran
Eaton based super charger
Start to get noisy from 25-40K miles…..due to spring to take up slack in gears in attempt to reduce.
*** do not change the front of the supercharger to update to the solid coupler……if not lined up properly will burn out bearing.
Engine Feedbacks – 25 engine per week being reviewed15-25 times per month.
Looking at 100-125 engines per week.
Charging back engine claims for the use of Whizzy wheels being used.00-06-01-012D…..use of surface conditioning.
P0011 – Phantom stall on 6.2…….take a look at cam bearings, especially #2
Currently GM building 883,000 high feature v6 engines from 4 manufacturesFrt cover leaks caused by some of the contamination of oil during assembly…....robots assemble engine.
Escalade
Tim Pierce Brand Quality Manager Escalade
Failing door handlesGoing to have to live with it…..platform ending so not going to change
Escalade reveal molding fadingMostly prevalent in the southern states.
Clear coat/ process to make molding “pop” which caused issue in high UV areas causing fading/or discolored appearance.
Premature wear on platinum brown leather seating.Mostly noticed at the bottom of the run.Has premium leather with higher quality of leather, but to keep soft, have to use less protective protectant.
XTS
Wayne Zigler Brand Quality Manager XTS
XTS memory seat issue – only 1 exit position, can’t program 2 different based on personalization. Not going to change
Glove Box – mostly noticed broken trim……must perform repair procedure properly and don’t short cut.
Make sure glove box replacement tech is getting paid…..V2745 is the labor operation and Wayne is seeing that many techs not getting the full time for the glove box replacement.
Attempt to adjust prior to replacement.
Contact Steve Jacob at TAC for assistance if needed.
If needs to be replaced….document completely.
Speaker on Platinum XTS still has rattle issues.Critical – new bezels and longer screws
Torque on screws, tighten to 1.1Nm – 9.7 lb. in.
3rd design bracket (see pictures)
Also updated speaker housing (by headrest)Also install foam stripping at Bose sound chamber.
XTS Pulling to the right (fwd only)11/1/12 is the breakpoint……..mostly noticed on early builds
Service procedure: cross caster, more negative on right, 6 degrees max side to sideAttempt cradle movement right forward, left rearward.
Shim right powertrain mount – 3mm maximum if necessary.
Rt half shaft – AWD
PIP5090 – axle not fully seated – must feel and listen for clip snapping into retainer grove.
DTC’s not related to CUE
U023A – lost communication with vehicle direction camera control module (without UGN)
States to ignore….but get information to Wayne.B101E – electronic control unit software
Also get info to Wayne…..does service driver assist light come on?Does vehicle have most current software?Perform checks and get to Wayne.
Brake Noise – normally 1-3 applications in the AM….going forward or backward
No fix avail. Working on fix.
DTC P0455 (Large Evaporative Leak)Replace canister and purge solenoid…..because it is fuel soaked.Canister is different designPurge valve not changed yet…..coming.
*** replace both parts!!! To prevent comebacks.No new canister for AWD yet….change with old style at this time.
CUE
Carrie Harvey 586-243-2598
PIC5854 – HD radio signal cuts in and out..On HD only?Is always the same area?
If customer turns off HD, and customer has HD station in their preset, when preset is selected, the HD feature will turn back on.
Another NEW USB stick (Blue) to replace the (Black)
Will include – Atlantic Ocean issue for south FloridaMinor change for SRX with rear seat entertainment.
(If rear a/c adjusted, when watching a movie, the screen may flash blue for 1 second.) This update changes the blue screen to black w/volume button.
Good Idea to perform CUE service clinics for customers.Show cue demo’s through GM Training. Product information.
www.GMtotalconnect.com is another site with notes for cue system.
Drive Sure
Amiee Head Director of MarketingP 800-323-5739X15 C 815-990-2638 F 847-753-9167 [email protected]
Increase Profit per ROMaximize GM Fixed Ops Bonus and Incentives
Buy GM RIMSell 90% GM Parts
Discount LessSell More Parts & ServicesKeep Technicians turning wrenchesReduce your Cost of Sales
Capture New Service CustomersIncrease sales to service retention
Penetrate your market area
Increase customer retentionKeep customers after premium careKeep customers after warrantyKeep customers for all routine maintenanceKeep customers for unscheduled repairs
******* Customers need to have a reason and compelling interest to return to dealer
Increase the customer’s frequency of Visits.
** Drive Sure Results:Specialists in improving 1st service visit visits and repetitive visitsAverage frequency: Cadillac, 2.03 per year, Drive Sure, 2.46 per year.
CTS/ATS
Jean HartBrand Quality Manager CTS/ATS
Easy Exit Feature – one setting again….tied to vehicle for both fobs
** Dealer can get stickers to designate #1 and #2 fobs
PI0967 – proper removal of stabilizer bar clamp nuts without damaging boot for steering gear. If you use a regular deep well socket, you will burn through the boot. Use a swivel!
19” accessory wheels – will rub at full steering lot turn. Refer to service bulletin PI0973
CTS-V wheel click on full lock turnsPIC5136N – engineering is working a “red x” project on this issue.
(slip stick/crow hop)
2014 CTS lineup.
2.0L turbo 3.27 gear or 3.45 gear awd3.6L w/6 speed3.6L w/8 speed3.6L TT (turbo) with 8 speed trans
Electronic limited slip differential (optional w/LF3 twin turbo)Driver Mode control – three or four modes – tour, sport, snow/ice, and track (for LF3 only)
…… motorized cup holderMotorized seat belts (synching only)No base radio (cue only)Cap less fuel fill / no locking gas doorReconfigurable clusterPass through for voice recognition to CUE from cell phone20 way power seats (optional)Electric glove box door releaseTri-zone HVAC system (optionalAll aluminum doorsDual panel sunroofAdvanced park assist
Exxon Mobil
Mark Jones
27 years in being GM Preferred oil program.
82% of GM dealers purchasing oil through the program.
Corky BrabbsPresident, Ideas Plus Group
Things I’ve learned in 41 years.
What is the number one thing we look for in new employees??? “Their heart”.
IPG Group Dedicated to:
Dedicated to helping Fixed Operations Managers and consultants achieve higher customer satisfaction, profitability and retention.
Service = People helping People!!!
Should have a contingency plan for times when business spikes!!!
1. It’s a choice to choose.Sometimes we make bad / good choices
It is always our choice……….Human nature states that if given the choice, we will complain
2. There’s a technician hidden between every repair order.Our repair orders are terrible……
How many times does a technician during the day have to come up to the service advisor for clarification……too many.
Consultants are not good investigative reporters, thus misleading the technician.
Should answer 3 questions…what is it, where is it, when is it.
Do repair order check from 6 months ago, look at the service advisors description of the complaint….if they can’t tell why customer came in, how can tech know what was wrong with the vehicle.
3. People want to be lead, not managed.We have good people working for us, there are premadonna’s but they are fun.
Everyone wants to be a success……no one wants to fail.
4. Rules – used as handrails, not handcuffs.When we allow the rules to act as handcuffs, they we have issues.
Have to have structure, but not be tied down…..No one wants to fail….we all want to succeed.
What our job is is about helping others become a success.
5. Customers stay with those they trust!Customers will not go elsewhere if they are convinced that we are looking out for their best interest and wellbeing.
“people” stay with those they trust,,,,,including employees, customers, etc.
Question to ask yourself about your dealership: What about “us” don’t our customers like that is causing the customers to go elsewhere?
We are not going to keep 100% of our customers…..they just don’t see the goodness in us. (joke)
6. A little conversation goes a long way.Personable, communicate……
7. Stories come from highs and lowsAsking if customers are completely satisfied….means nothingPeople remember when they were “wowed”,People also remember when we failed.
Questions to ask:What are we doing to make people talk about us???What are customers saying about us today?
8. Display is 50% of the saleAppearance of store, employee’s etc., sets the perception in the customers eyes
Need to look your best and be sharp.
9. Leaving money on the table is too easy.- Do we ask customers if their wiper blades are chattering or streaking?- Can’t sell if you don’t ask……we leave too much money on the table.
10. The golden rule should be the starting pointTreat people as you would want to be treated.
Not everyone wants to hear the truth, but everyone wants to know the truth.
Competition is not going to get easier, are we going to let our competition steal our customers?
Powertrain 4 cylinder
Ron Caponey Brand Quality Manager 4 cylinder
Requesting feedback – turbo stalling.
2010-2011 2.4 engines……rings….oil consumption issues
Leaking seal in the primary oil pump.
TSB coming out on issue.
2.5L engines were pcv baffle issues.
Transmission
Dave PeacyBrand Quality Manager
Manual and transfer cases as well
6 speed transmission (busy shifting)
With the addition of more gears auto trans have the tendency to shift more frequency.
Updates: (software)Cruise control down shift override
When cruise is active, there are times (uphill grade) that the vehicle will be able to maintain cruise set speed without the need for downshift.
Vehicle may lose about 10 mph prior to downshift.
Lift foot stabilizationThis feature keeps the trans in a lower gear when the vehicle is being operated on an uphill grade at constant speed. The downside is that the engine may be at a higher rpm.
Shift stabilization;Feature prevents shift busyness under moderate to heavy load grade conditions.
Higher engine rpms.
2014 CTS TL-80SN 8 speed transmission.If something smoked……trans r&r only….no rebuilds.
First Cadillac to use 8 speed transmissionPurchased from AISIN AWUses different transmission fluid pt# 88863400 fluid. NOT DEX 6.Restricted for 6-12 months.External programmable TCM
AISIN TL-80SN7th and 8th gears are overdrive gears
1st is 4.596
2nd is 2.7243rd is 1.8634th is 1.4645th is 1.2316th is 1.07th is .8248th is .685
ELR
Chuck WieseckelBrand Quality Manager ELR 586-947-7678 [email protected]
300 miles on vehicle range. Not only batteries, but with use of generator.
Engine runs to produce electricity for the batteries, Engine does not propel the vehicle.
Must sign up by May 31st to be ELR Dealer
Vehicles to arrive Jan 2014.
If you sell you will service the vehicle…..no ASD’s (authorized servicing dealers)
Training must be completed prior to being able to sell the vehicle.
$10,200 in tools to work on vehicles.$ 2 charging stations……
Very low vehicle…..flatbed only – also may need vehicle hoist adapters.
SRX
Jeff StrausserBrand Quality Manager SRX
Water Leak Issues
PI0044C – reviewPI0598A – review – test the drain hoses
Windows going too slow going up and downRED X project – working on a solutionDoor glass will chatter or squeal while going up and down, when glass is wet.
Front door glass reverses at the top of travelRecently released BCM Calibration to improve the door window motor performance.
PI will be released once calibration process is validated.
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Juan Santos – Meeting conclusion
Juan addressed the group thanking them for attending the meeting.
While at the podium, Stu Edwards presented Juan with the annual Presidential Trophy for handling the conference and being President for the last 2 years.
From there, Juan thanked the group, then announced Ed Rodreguez as the new acting President of the Cadillac National Service Managers Council for the upcoming 2013-2014 year.
Ed Rodreguez spoke and said a few words then terminated the meeting.
The Farewell dinner was held in the hospitality suite watching the Heat vs Pacer game…….Bragging rights went to Rick and Juan……..sorry Stu.
Above are the notes as accumulated from this year’s Cadillac National Service Managers Conference as I remember them. Please remember that my mind was a bit tarnished from the “night before” events……but I did my best given the circumstances.
