independent automotive professionals associationis all about customer service and while other things...

“Leaders in Automotive Service”

I know we have talked this subject almost to death but I read an article recently which contained a few phrases that inspired me to revisit this again. We in the auto repair industry are often called the aftermarket. This means simply that we are not the manufacturer nor the dealer of the

vehicles. Like the manufacturers and dealers, we have our supply side, our repair side, our education side and many additional roles of support but we are wholly and totally independent. With the manufacturers and the dealers doing all of this, why then are we here and for what reason do we exist? We exist because we are able to provide the customer with “something” that the dealers and manufacturers cannot. This “something” may vary greatly from store to store, shop to shop etc. but it can be summed up by the two words: Customer Service. The person writing the article was of the opinion that while all of the talk about the industry direction, shop and product promotions, profit margins, media marketing etc. etc. (we could go on listing these topics all day!) are pertinent and deserve our attention, everyone forgets this basic ingredient. I agree. Customer Service is the basis and foundation of what and why we are. Just take a moment and think about your favorite bar, restaurant, bank, vacation spot, airline, food store, insurance agent, clothing store, dry cleaners (did I mention bar?) and any service that you pay to have provided for you. What makes that particular establishment your favorite? I really believe that most of us would answer customer service. Long after you forget how expensive that meal was in a fancy restaurant, you will remember how much fun you had with the waiter or waitress. When you go to your bank to conduct business, you remember that the manager knows you by name and that the teller asked about how your grandchildren were. That bakery or coffee shop that you go to often knows what you like to eat and how you like it prepared. That bartender (my favorite one!) asks if you want your usual drink. This

is all about customer service and while other things like price, location and convenience are important, I think customer service beats them all. It is the very best thing you can do for the least amount of money. I see many businesses (in all industries) spend literally thousands of dollars on advertising and marketing and they become very successful at bringing customers in. Many of them then fail to finish what they started however and do not retain the customer. This usually happens because of one or two simple things that are not being done better than someone else. How many of you have a business based largely on repeat customers? How many of you have customers that drive out of their way to have you service their car? How many of you have customers that have purchased a new vehicle but still insist on having your shop do the service and repairs, even when it may be a job under warranty? If you have (and you should have) any or all of these kinds of customers, it’s because of your customer service and congratulations. If you do not, then you are missing the essence of the “why” you are here and shame on you. You can, should and better fix it. In these tough times, called brutal times by many, the fixers will be the survivors. Phil Unander

June 2012

Independent Automotive Professionals Association

IAPA MeetingsJune Speaker – Bernie CarrWhat does the future of our industry look like from a personal perspective?

June 20th Mulligan’s

Future dates – July 18th Blow the Motor Night – 7th Annual

August 15th Bureau of Automotive Repair

IAPA Santa Barbara General Meetings are on the third Wednesday of each month at Mulligan’s at 6:45 pm. Meeting and dinner $20.


IAPA President’s Message CUSTOMER SERVICE-THAT CERTAIN SOMETHINGby Phil Unander

June 2012 “Leaders in Automotive Service”

As most members know, I have been given the opportunity to represent our association with the Bureau of Automotive Repair (BAR) and Employment Development Department (EDD). These State of California Agencies both have “advisory committees” comprised of representatives of business, either the owners themselves or in some cases attorneys. Thanks to Nikki Ayers, IAPA and CalABC are fortunate to have seats on both of these committees. Either Nikki or Clark Volmar take the time out of their busy week to attend these meetings as well. I just thought I should give you, our members some background. The Bureau of Automotive Repair has been quite busy this year with several changes taking place, such as Governor Brown replacing Cheri Mehl as the BAR Chief. Our new Chief is John Wallauch, appointed February 13th, who served as an advisor to the Executive Officer of the California Air Resources Board working mainly on the Smog Check Program. The Bureau is currently in the process of writing a regulation to put some guidelines on what a brake inspection should include as well as what needs to be written on your invoice. On May 21st I attended what was supposed to be the final public comment workshop on the matter. There were only 3 of us in the audience and I was the only person to speak on behalf of our industry, although the attorney for ASCCA may have given a written statement that was not provided to me. My main reason for comment was that the proposed regulations call for using O.E. manufacturer’s specifications for measuring pad thickness, among other specs that are not readily available. In addition it is of concern that we are using the O.E. recommendations for brake repair as if they are the foremost authority on such repairs. I made it clear to Steven Hall at BAR that this was quite unfair considering that over 90% of the ARD’s in California are independent repair shops and that the dealers are a small portion of our industry. In addition BAR never responded to CalABC’s written comments sent to them months ago. As Nikki Ayers pointed out, the new regulations are more stringent than the Brake and Lamp inspection forms for cars coming out of salvage that have been in use for at least 20 years. They have extended the comment period for now, but we have to come up with an alternative way to word the regulation if we want any changes in what is proposed. I need to hear from our members any suggestions as to wording that they would like included in the new regulation. It has to be simple yet

by Jon K. McConnel

Government Affairs Report-Spring 2012

specific enough to give guidance to our industry. You can send ideas to: [email protected] even more importance is making your voice heard regarding SB 750, the bill sponsored by BMW requesting that they be exempted from releasing key code information to locksmiths or aftermarket. You all should have received an email from IAPA with information on how you should make your voice heard. On May 22nd Nikki and I attended the EDD Small Business Employer Advisory Committee in Sacramento. Next month I will be writing an article on that meeting and the issue of how the underground economy is affecting our industry and others in California. It is a serious issue that needs to be brought to the surface for almost all the trade industries in our State to survive in this economy. There are also many changes to the E.D.D. website that employers should check out @ www.edd.ca.gov

Tips for Using Social Media to Build BusinessThese days, running a successful business means being creative and staying on top of current technology. Like it or not, a part of that technology involves the use of social media. Don’t believe me? Just consider for a second that business schools around the country have added classes that focus specifically on social media. Using sites like FaceBook, Twitter and Linkedin can be effective ways to advertise, communicate, and of course, network. Here are some ways to grow your business: • Create a FaceBook Page • Place Social Media Modules on Your Website • Update Your Twitter Status • Engage in Relevant Website Forums

Social media networking is an indispensable tool for increasing engagement, establishing your brand and promoting your products and services. To be blunt, if you’re not networking using social media, you’re falling behind in the world of business.

by Damon Perez, Axia


Tips for Using Social Media to Build Business



There is an ambitious vehicle to vehicle (V2V) system being developed. The system allows cars in the same vicinity to communicate with each other over a wireless network. Exchanging data about each vehicles location, direction of travel, and speed. With this information the system can determine whether a collision is likely and warn the driver to take

appropriate action.In addition, systems are also being developed that allow vehicles to communicate with roadside infrastructure, like traffic signal timing, so that the signal timing can be adjusted to increase traffic flow. Vehicles will also be able to interact with roadway based systems to get, for example, a warning that a driver is going too fast for a given curve, speed zones, school zones and other such conditions. This technology is now referred to as V2X and could also be designed to include motorcycles, bicycles and pedestrians.According to the National Highway Traffic Safety Administration (NHTSA) such a system has the potential to help drivers avoid or minimize up to 80% of collisions involving unimpaired drivers. NHTSA administrator, David Strickland, calls it “the next major safety breakthrough”.Toyota’s manager of safety and quality communication is calling it a natural evolution in automotive safety development. In the past it has been about surviving collisions, now it will be about preventing them. Implementing connected V2V and V2X technology on a mass scale is still several years in the future and it will have to address security and privacy concerns.We are already seeing forms of connectivity on the roads; Google’s work on driverless vehicles has developed technology in this arena that can help drivers get where they’re going safer, faster, and more efficiently.If you consider the impact that collisions have on the economy, $99 billion a year in medical and lost work, the V2V and the V2X technology has the potential to have a very large impact. Considering the safety developments such as advanced air bags, as well as energy absorbing vehicle structures and electronic braking and stability controls, the V2X and the V2V systems address a wider range of collision scenarios than any single technology. With the use of computers, integrating all of these systems is possible and effective. When a vehicle is equipped with such a system it will be able to transmit data at a rate of 10 times per second. This will allow vehicles so equipped to create a real time virtual map of all the vehicles in the area, individually monitoring their position, speed, and location, and calculating whether another vehicle could cause a collision with theirs. If the system determines a collision is possible it will alert the

Safer Vehicles through Vehicle to Vehicle Communication. by Clark Volmar

driver through real time audible, visual and tactile alerts (vibrating seat, steering wheel, lights), depending on the design. V2X can also alert a driver to potential hazard even when they are looking away from the road.This concept is not new. In 1999, the Federal Communication Commission set aside part of the wireless spectrum for Dedicated Short Communications (DSRC), specifically designed to allow vehicles and related infrastructure to transmit information to each other. In 2002 NHTSA began studying vehicles connected with DSRC technology and in 2011 it began collaborating with automakers Ford, GM, Honda, Hyundai Kia, Volkswagen, Nissan, Toyota, and Mercedes Benz. DSRC is being developed on an open platform so all vehicles equipped, regardless of brand, will be able to communicate with each other. Government officials are working with their European counterparts to create a global standard.NHTSA conducted a six driver clinic using specially equipped vehicles donated by each manufacturer. At each clinic, volunteers went through a series of potential collision scenarios to gauge driver acceptance of the technology. NHTSA has indicated that V2X is being well received.Some of today’s vehicles can already provide alerts that V2X technology gives, such as blind spot, lane change, and forward collision warnings. These systems are costly and most often found on higher end vehicles.DSRC transmits data for about one thousand feet around the vehicle allowing drivers to react to vehicles around them in time to prevent a collision. V2X technology can also decrease the number of false positives that beleaguer current systems.DSRC is also relatively inexpensive to deploy, which means it can be readily integrated into all vehicles. The biggest challenge to making it an effective safety system will be getting it deployed on a high percentage of vehicles. It only works if you’re equipped and the vehicles around you are equipped.There are a number of automakers and aftermarket companies researching options to bring V2X technology into existing vehicles. GM is developing two types of mobile safety applications, a stand alone portable transponder about the size of a portable GPS navigator and an application that uses a smart phone to receive the DSRC signal and link it to the vehicle’s audio video display.Privacy and security are a concern. “We want people to accept that this is a technology that’s helpful”, says a spokesman from Ford; “It is not Big Brother that we’re putting in their vehicles”. The system will not gather vehicle information and the data is not going to be used to enforce traffic laws. “We’re very conscious of the issues involving privacy with the system, and are going to work very hard to ensure that we’re not going to violate the privacy of the individuals with the disclosure of that kind of information”, says NHTSA.The potential safety benefits of this technology make it worth pursuing, but adequate oversight of how the data will be used is essential to ensure the privacy of the drivers and to prevent abuse.


Turmoil, stress and uncertainty would all describe the working experience of many of us over the past three or four years and even today as we are beginning to look forward to an improving economy, many millions of Americans remain out of work. Many millions more remain marginally employed and stuck in a world that does not give them the luxury of choice. A job, any job, remains a blessing and upward mobility remains a distant memory to many among us. Confidence remains tenuous in the American work place. As leaders, not only are we tasked with hitting our benchmarks and goals, we are also responsible for looking out for the welfare of our people. The current economy gives us the chance to do both.There is no doubt that the fight and drive of the American worker took a hit several years back, when we went from, what on the surface, looked like a strong healthy economy, to one where nothing was for certain and one where we did not immediately know where the bottom was. It took agonizing months to understand just how low it could go and suddenly jobs were at a premium, companies were disappearing and millions of Americans whom had never seen or experienced a true economic down turn, were out on the street and unemployed, unemployed and with no immediate prospects of finding another job. Talk about frightening!I would have to admit to loving the spirit of the American worker. Irascible to the core but damn they can surprise you with their ingenuity and willingness to put their head down and get the job done. The chances are very good that they will whine about something after the crisis has passed but there is not a more productive worker in the world. Part of what makes them such an incredible and productive asset is that ingenuity and the great initiative they show in getting the job done. Needless to say, the trauma suffered by the US economy in 2008 and well into 2009, was way more than enough to dampen that spirit and way more than enough to take away that incredible initiative.\Though I am very cautious in saying this, and though the signs and measures remain very mixed, it would seem that the American economy is in recovery. There remain any number of challenges and obstacles to our getting back to something resembling the powerful economic engine we had known and pretty much took for granted but consumer spending and confidence are steadily improving, the unemployment rates are inching downward and the real estate market has regained a pulse, though it remains in very grave condition. This is a critical moment in time and one in which strong and effective leadership can and should play a big role.Certainly it would be hoped that leadership has sustained us through all that has gone on but now it has gone from being a fight just to survive, for both the business and our staffs, to one where we need to stand up and move forward, to

compete, to attack, to overcome and to win. A great many of our staff members are scared and very reluctant to move and we as leaders need to show them the way. Leaders have to lead, that is what we do and why we are here. In taking these initial steps, we have every opportunity in the world of getting shot down or shouted down but our determination to stand up and move forward will give our people great reasons and the inspiration to do the same. I can promise you that there will be many wanting and hoping we will fail, not many willing or able to face their fears and do much more than keep their heads down. Our willingness allows them to have hope, to believe that something can get better and it will inspire others to follow suit. More than anything else, leaders are purveyors of hope and hope can lead to action and action well directed (leadership) can lead to success. Of course there is that chance that our timing will be off or that our actions and message will be misunderstood and we end up standing out there by ourselves looking the fool but that is why we do this right? I can promise that the alternative and our failing to stand and make the attempt to move our people will not move us any further toward success.In the aftermath of this long and very deep recession there are not many among us who are looking forward to doing anything other than keeping their heads down and remaining a part of the anonymous masses. There are not many among us who are that confident in our status and willing to stick out their necks. The immediate and most obvious impact of this fear driven environment is a complete lack of initiative. People who are scared do not take chances and do not stick their necks out. Our job as leaders is to give our people the confidence to step forward to have the willingness to take chances, to make mistakes and to have the courage to succeed. Leadership and only leadership can inspire that change. Why does any of this matter? Isn’t blind compliance a good thing in the work place? What does it matter if our staff members have initiative or not, as long as they do their job? As leaders we are not so much the ones doing and touching everything, as we are the ones assigning who does what, to what standard, as well as assuring that tasks are getting completed and assuring that those standards are being met. There is no doubt that our lives are simplified if our people are doing what they are told and shutting up in the process but without an attachment and sense of ownership to the tasks our staff members would take on, there is no sense of accomplishment, no sense of ownership and no sense of pride. Beyond that there is no interest in finding better or more effective methods and little or no desire to improve. It is nice to think of ourselves in our various leadership roles as being all knowing and omnipotent but that is just not reality and beyond benefitting from the collective knowledge of those we lead, a huge side benefit to listening and giving voice to their suggestions or concerns is letting them know they are valued and that their opinions matter. Even if we ultimately choose a different path, that we listened and considered their suggestions is extraordinarily important and encourages that initiative and extra effort we need as leaders. Beyond simply accomplishing tasks, there has to be something in it all for our people and a big part of leadership is providing that insight, that vision of something better. If they can see it, they


by Brian Canning

STANDING UP AS THE FIRST STEP IN MOVING OUR PEOPLE FORWARD


are much more likely to accomplish it. For his actions on 16 February 1967 in the Republic of Viet Nam, Platoon Sergeant Elmelindo R. Smith of Honolulu Hawaii was posthumously awarded the Congressional Medal of Honor. He was 32 years old. The chances are very good you never heard of him. I wonder why that is?Citation:“For conspicuous gallantry and intrepidity at the risk of his life, above and beyond the call of duty: During a reconnaissance patrol, his platoon was suddenly engaged by intense machinegun fire hemming in the platoon on 3 sides. A defensive perimeter was hastily established, but the enemy added mortar and rocket fire to the deadly fusillade and assaulted the position from several directions. With complete disregard for his safety, P/Sgt. Smith moved through the deadly fire along the defensive line, positioning soldiers, distributing ammunition and encouraging his men to repel the enemy attack. Struck to the ground by enemy fire which caused a severe shoulder wound, he regained his feet, killed the enemy soldier and continued to move about the perimeter. He was again wounded in the shoulder and stomach but continued moving on his knees to assist in the defense. Noting the enemy massing at a weakened point on the perimeter, he crawled into the open and poured deadly fire into the enemy ranks. As he crawled on, he was struck by a rocket. Moments later, he regained consciousness, and drawing on his fast dwindling strength, continued to crawl from man to man. When he could move no farther, he chose to remain in the open where he could alert the perimeter to the approaching enemy. P/Sgt. Smith perished, never relenting in his determined effort against the enemy. The valorous acts and heroic leadership of this outstanding soldier inspired those remaining members of his platoon to beat back the enemy assaults. P/Sgt. Smith’s gallant actions were in keeping with the highest traditions of the U.S. Army and they reflect great credit upon him and the Armed Forces of his country.”Leadership, no matter how much we would try to make it into an academic exercise, is our looking our people in the eye and asking them for something better and our being willing to, not only stand with them, but to stand out in front of them, in the effort. If we are not willing to take risks and sacrifice toward accomplishing an end, why should they?Leadership is about inspiring others in accomplishing our goals, even if we are wounded and have to crawl or perish in the attempt.Who have you inspired today?

WORKING LEGALLY WITH WARRANTIES

In the never ending competition between new car dealers and independent automotive repair shops, most of us of the automotive world are aware of the Magnuson-Moss Act of 1975, though frequently only insofar as it applies to our ability to do repairs and services without impacting a customer’s new car warranty. Certainly this is a great place to start a discussion on the legal side and impact of warranties on the tire and automotive repair world, but it only scratches the surface of legal issues that have every potential to impact our ability to do business. A warranty is our promise, as a seller, to stand behind our products and sold services. It is our commitment to correct problems that occur on products we sell and sold services we provide. Federal law and most state laws recognize two kinds of warranties, implied and express. Express warranties are not read into your sales contracts by state law as implied warranties are; you explicitly offer these warranties in the course of a sales transaction. They are promises and statements we voluntarily make as sellers about products we sell or commitments we make to remedy defects and expressed consumer complaints. They range from advertising to formal certificates, either verbally or in writing. In this it is important to note that only written warranties are covered by Magnuson-Moss. “If these brakes ever wear out, I guarantee I am going to feel really bad about it!” Though very important, express warranties offer unfortunate opportunities to get ourselves in trouble. Being specific and equitable is very important to consumer satisfaction and our viability. Implied warranties are tied to state law and are an unspoken, unwritten promise between our customer and us as a seller. They are based on the common law principle of “fair value for money spent.” Further, there are two types of implied warranties. They are the implied warranty of merchantability and the implied warranty of fitness for a particular purpose. The implied warranty of merchantability is a seller’s promise that the items he sells will do the things they are supposed to do, that there is nothing significantly wrong with them and that they are fit to be sold. The warranty laws in most states say that sellers make this promise automatically every time they sell something they are in business to sell. If you, as a tire retailer, sell a truck tire, you are promising that the tire is serviceable, in good condition and will do the things a customer could reasonably expect a tire to do. That promise is implied but enforceable, without you ever having opened your mouth. The implied warranty for fitness for a particular purpose is a promise that most state laws say you, as a seller, make when a customer relies on your advice that a product can be used for a specific purpose. An example from the automotive repair world might be in our recommending a heavier weight oil for severe driving conditions. If the oil were to prove unsatisfactory or if engine damage were to result from our recommendation, our implied warranty for fitness for a particular service likely would find us in breach and possibly responsible for any damage to the engine.


by Brian Canning


Customer Supplied Parts A common example is installing used parts and customer-supplied parts. I can think of any number of times where a customer pleaded and begged with me to install a used junkyard part or a part that they supplied. I remember reluctantly agreeing, warning the customer that the part would have no warranty and going to the trouble of writing in huge letters all over the receipt that there was no warranty. State courts have ruled again and again that an automotive repair shop is perceived as expert in its field and that the very instant we agree to install a used or customer supplied part, we are agreeing to accept any liability associated with its failure. I know that in my home state of Maryland and many other states, there also is an issue of parts warranties not being transferrable. In Maryland, any installed part has to be given a minimum 4,000-mile/90-day warranty, and any repair facility would be on its own if a customer supplied part fails. Those implied warranties are very serious business, with all of the risk and liability that

comes with them, including such little gems as responsibility for property damage or bodily injury. As shop owners and as service managers, we take great pride in the quality of our technicians, always making sure their training is up-to-date and that we have all of the right parts and equipment to repair and service a car to factory standards. This last is important because this would certainly include maintenance service and repairs. We want our customers to be very confident in bringing their new car to us as opposed to the dealer, where they bought the car, with no fear or concern that doing this would somehow affect their new car warranty. The Magnuson-Moss Act gives consumers the freedom and flexibility to have their cars repaired where they want without fear of the dealer cancelling or voiding their warranty. The “Tie-in Sales Provision” of the act strictly forbids the voiding or modification of any written warranty and as a direct result of this. We are able to encourage customers to bring their new cars to us in complete confidence of the warranty.


June 2012 “Leaders in Automotive Service” February 2012 “Leaders in Automotive Service” Page 7


Santa Barbara Chapter PresidentPhil Unander .....................................................(805) 964-3545Santa Barbara Chapter Vice PresidentManual Escobar ................................................(805) 965-1540Santa Barbara Chapter SecretaryTim Kitt .............................................................(805) 962-6633Santa Barbara Chapter TreasurerSteve Bowman ..................................................(805) 965-5051Santa Barbara Membership ChairmanGrant Lee ..........................................................(805) 966-3649Santa Barbara Chapter Board MemberJon McConnel ..................................................(805) 969-1357Santa Barbara Chapter Board MemberRon Cooper .......................................................(805) 730-0084Santa Barbara Chapter Board MemberJohn Hurley .......................................................(805) 962-2404Santa Barbara Chapter Board MemberHenry Hinck ......................................................(805) 962-8015Santa Barbara Chapter Past PresidentHunter Self ........................................................(805) 969-4147Central Coast ContactGeoff Lyons.......................................................(805) 238-0477Newsletter / WebMike Pickett ...... [email protected] 968-4680Santa Barbara Chapter EducationBob Stockero ........................................ (805) 965-0581-X2836IAPA Chairman of the BoardClark Volmar .....................................................(805) 966-3649IAPA AttorneyRobin Unander ..................................................(805) 962-5949IAPA Merchant Services - AxiaR. Damon Perez ................................................(888) 324-2858 IAPA Government AffairsJon McConnel ...................................................(805) 969-1357Nikki Ayers .......................................................(805) 845-4242


(805) 642-1157Andre BarbeauOwner Operator

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Call On The Leader

Family Business Mistakes By Gary McCoy, Fairway Communications(http://workshop.search-autoparts.com/_Family-Business-Mistakes/blog/5621205/31710.html?cid=95879)In a recent presentation to the Spring Manufacturers Association (SMI), Joe Murray of First Financial Group reviewed six mistakes that can most commonly prove disastrous for family businesses. He provided attendees with a risk barometer to help assess the health of their business. Murray said the most common mistakes that family business owners make are contained in these statements:1. "I know what my business is worth."2. "I'm too busy running the company."3. "That'll never happen to me."4. "There's plenty of time for that."

5. "My business is my retirement."6. "You can't beat Uncle Sam."

Murray said every family business needs to have a succession plan and a team of advisors in place. Why? So there is a way to transition the business to the next generation. He said this is especially important because the odds of a family business surviving to the second or third generation are difficult without this.

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in Phi Hubba Kappa.”


Santa Barbara Chapter PresidentPhil Unander .....................................................(805) 964-3545Santa Barbara Chapter Vice PresidentManual Escobar ................................................(805) 965-1540Santa Barbara Chapter SecretaryTim Kitt .............................................................(805) 962-6633Santa Barbara Chapter TreasurerSteve Bowman ..................................................(805) 965-5051Santa Barbara Membership ChairmanGrant Lee ..........................................................(805) 966-3649Santa Barbara Chapter Board MemberJon McConnel ..................................................(805) 969-1357Santa Barbara Chapter Board MemberRon Cooper .......................................................(805) 730-0084Santa Barbara Chapter Board MemberJohn Hurley .......................................................(805) 962-2404Santa Barbara Chapter Board MemberHenry Hinck ......................................................(805) 962-8015Santa Barbara Chapter Past PresidentHunter Self ........................................................(805) 969-4147Central Coast ContactGeoff Lyons.......................................................(805) 238-0477Newsletter / Webwww.groupprofessionals.com ...........................(310) 320-9575Santa Barbara Chapter EducationBob Stockero ........................................ (805) 965-0581-X2836IAPA Chairman of the BoardClark Volmar .....................................................(805) 966-3649IAPA AttorneyRobin Unander ..................................................(805) 962-5949IAPA Merchant Services - AxiaR. Damon Perez ................................................(888) 324-2858 IAPA Government AffairsJon McConnel ...................................................(805) 969-1357Nikki Ayers .......................................................(805) 845-4242


Independent Automotive Professionals Association Disclaimer

Independent Automotive Professionals Association, its chapters, officers, board members, employees, members, and affiliates in no way warrant the quality, competency, or merchantability of any goods or services advertised in this publication. In connection with this disclaimer, the IAPA in no way warrants or insures the goods or services described above and each and every individual and entity contracting with these manufactures shall do so at their own risk. Furthermore, individuals utilizing these services are forewarned that the IAPA has conducted no investigation into any representations made in any advertising, literature, or ad distributed by the advertisers in this or any other publication. Additionally, please be advised that the opinions and comments expressed by the contributors to this publication are those of the contributors alone and do not necessarily reflect the opinions of the Independent Automotive Professionals Association, its officers, directors, employees, other contributors, or members

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