BLOOMINGTON GROWS WITH HyUNDAI, FIAT

February 2012
KIDS AGAINST HUNGER GOAL GROWS TO 750,000– COME FEB 24-25
The dramatic food packing drive for Kids
Against Hunger returns at the end of February,
with an even more ambitious goal and additional
charity donations for the second annual “Drive
to Serve” Luther Auto event.
“Last year I was blown away by all of your enthusiasm and
excitement for helping those who are in need,” said President
David Luther. “This year we need that even more as we attempt
to pack 750,000 meals in two days!” Kids Against Hunger
provides life saving meals for starving and malnourished children
and their families. The company needs an estimated 2,600
volunteers to reach its goal.
Are you in?
750,000
meal
packing
event
New this year- for every bag of food packed, Luther Auto
is pledging a 25 cent donation to Veterans Airlift Command
and Emergency Foodshelf Network. Packing sessions are
two hours in length. Learn more about the primary
charity at kidsagainsthunger.org.
Luther also offers its thanks to First Industrial
Realty and Chris Willson for donating warehouse
space for the meal packing program.
Kids Against
Hunger
1225 Highway 169 North
Plymouth
9 a.m. to 8 p.m.
February 24, 25
Packing food and having fun
Sign up today!
drivetoserve.com
STORIES AHEAD
Brooklyn Boulevard update ... 3
Holiday wrap up, employee fun ... 4-5
New Burnsville Volkswagen ... 6
Drive to Serve ... 8
BLOOMINGTON GROWS WITH HyUNDAI, FIAT
Luther has long had a south metro
presence, but its influence and offerings are
experiencing a growth spurt recently, with a
new store for Luther Bloomington Hyundai
on Interstate-494 and an Italian offering in
Fiat of Bloomington near Interstate-35W.
Many talk of “new car” smell, but the
completely remodeled Hyundai point has
“new store” aromas throughout. Ceramic tile
floors with wood inserts highlight vehicles,
while mock walls with sharp product images
further stress the brand presence.
“We wanted to be state of the art, give
our customers what they expect in a brand,
and a dealership,” said General Manager
Lenny Checheris. President David Luther
has certain expectations for the store’s guests,
requirements that bode well for the new
facility, he explained. The vehicles within join
the space outside, where there’s an inventory
of more than 350.
“You can feel that everyone is more proud
to be here. The staff seems to have a different
air about them, it’s nice,” said receptionist
Gwyneth Koenigsmark. “It’s phenomenal in
here, unbelievable,” said Finance and Product
Specialist Brandon Wilson, who was proud of
the bright new look visible from the freeway.
Couple this with new car sales that reached
new heights in 2011, with a 60 percent store
increase and retail U.S. sales up by 29 percent.
Some of it was due to competitor shortages
caused by the tsunami in Japan, Checheris
explained. Hyundai expects a 10 percent
increase in national sales this year.
Behind the store is a new Luther Collision
and Glass facility
to serve the south,
east and northeast
metro dealerships.
Manager Mark
Wall said the shop
is quite similar to
the large location
in Plymouth,
just on a
smaller scale.
It features
three downdraft spray
booths, and an
organizational
system that’s
much the same. Wall was hopeful that the
operation would help the company retain
more of its south side customers.
Shared inventory for this store and its Fiat
of Brookdale sibling in Brooklyn Park is
110 new and 52 used. That arrangement is
unusual. There are three salespeople at the
Bloomington store, which is just blocks from
a prime competitor, the Mini Cooper.
A performance “Abarth” Fiat 500 and an
electric version are coming, and Gucci models
are in with a special stripe and
green and red seat belts. If Fiat
brings another model to the U.S.,
more space might be needed,
Fischer said. “Who knows?”
Body technician Todd Goodwin,
above right, said the new shop
is a “night and day” difference
compared to another shop
where he worked. At right, Fiat
Technician Pat Loftus has his
work cut out for him in a multifaceted role as a service advisor
and at the parts counter.
Pleased with their new space, Paul Licalzi and Ron
Ruben in sales at Luther Bloomington Hyundai.
Technician David Beckman, below, is one of many
with a wall placard displaying years of service.
2
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February 2012
SALES AND SERVICE pROS: MARKETING FEEDBACK
A dealership dog park? .... and Luther “WE BUy” campaign only gets stronger
“We had a fashion show and dog show
with more than 200 people, and 60 dogs, as
well ... the grand opening
of our dog park in
the back,” said Rolf
Essman in sales
with Jaguar Land
Rover Minneapolis.
“There’s canine grass
back there, artificial
grass and Adirondack
chairs ...
ROLF ESSMANN
an open
area. We
JAGUAR LAND ROVER MpLS.
raised over
$2,000 for a
humane society and we had great attendance.
money orders, checks from the bank, all
sorts of stuff. This is an easy way to get
a good deal on their car and not deal
with all the peripheral nonsense that
is associated with selling a car on
your own.”
The reaction to it was phenomenal.
People and their pets are very
close.
The ‘We Buy’ program has
been a phenomenal thing,
bringing in all kinds of
business,” explained Michael
“We’ve had a lot
Gallob, in sales at Rudy
of people come in on
Luther’s Toyota
it,” said salesman Mike
Scion. “I field three MICHAEL GALLOB
Thorsteinson with Luther
to four phone calls
Family Ford. It seems like
RUDy LUTHER’S TOyOTA the ones I have dealt with are
a day. A lot of my
customers say they are leery of selling their
widows or widowers. Sometimes
car today with all the dangerous things you
the vehicle was bought here.
MIKE THORSTEINSON
hear and read about. Cars getting stolen right
They want us to buy the vehicle
out from underneath them with fake cash,
back. Don’t need it any more. It’s LUTHER FAMILy FORD
Luther “LIGHTS OUT” campaign ... How is it going?
Those frustrating warning lights on
the dashboard got a little taste of Luther
expertise, and for free, as customers looked
to area dealerships for a free diagnosis and
welcoming hospitality under the limited
time “Lights Out” promotion.
“Lights Out has been
good, driving traffic
at a slow time, said
advisor Brian Watt at
Rudy Luther’s Toyota
Scion. “We had more
cars coming through
the door because of it.
Certain percentage will be
repeat customers,
as long as you BRIAN WATT
take care of them
the proper way. RUDy LUTHER’S TOyOTA
Absolutely, they
Know someone at
luther with a story to
tell? Call Shawna at 952-258-8800
or newsletter@lutherauto.com
The service promotion ran at the end
of last summer and in January of this
year. Customers received a free warning
light diagnosis, reset, and no-obligation
estimate for dash warning lights, up to a
$120 value.
come back. The large store staffs eight to
10 service advisors.
It’s big store neighborhood sibling, Luther
Westside Volkswagen, saw customers
returning who hadn’t been back
for a while, explained advisor
Brett Baird.
what’s wrong. There’s no pressure to fix it.
We give a written estimate, and if they want
it fixed, we get it done.” It’s a savings
of $112. “We had several customers
that said, ‘I’m really glad you did that
because you’re my guys.’
“It was wonderfulreally” said Brett Baird,
At Brookdale Honda, advisor
an advisor with Luther
Ben Wysocki in Express Lube lets
Westside Volkswagen. “You
customers know about Lights Out,
and they get excited. People
get an opportunity
responding to advertising
to deal with people
BRETT BAIRD
normally come to the main
who haven’t been
here for a while ... to WESTSIDE VOLKSWAGEN
service building. The store has an
show them the kind
advantage over independent shops.
of service we provide here, far above (that
“(Competitors) can just scan it, but here we
of ) an independent shop. It’s been very
do a full inspection ... it’s not a full diagnosis,
positive. We diagnose it, and tell them
they just let you know what the codes are.
New
Cars
• Sales up 28 percent in Minn., 14 percent in U.S.
• Kia, Jeep, Chrysler and Hyundai lead increase
• Market share leaders, Chevy, Ford, Toyota
Source: MADA, YTD
November 2011
FROM THE LOT TO THE SERVICE DRIVE, BEyOND?
Little did Jeremy Hassler know that
when he joined Rudy Luther’s Toyota as a
lot attendant in high school, he would one
day make a career of the car business, and
that his future wife, Stacy, would find her
own car career path.
While both started on the lot eight
years ago Jeremy is now a service advisor,
and Stacy is an advisor for reconditioned
cars, covering vehicles coming in on trade
or from the auctions. She coordinates a
start to finish process with technicians to
ensure the cars meet safety specs and the
condition meets customers’ expectations.
the two are both scored for it, and any
repair order has the potential to generate
feedback from a customer, explains
Jeremy. He’s only worked in the car
business, and said in addition to
job opportunities at the store, they
can also move within Luther’s
network.
“I’m not saying tomorrow, but in 10 years
might be ideal.”
On patience: “You have to
remember that everybody has a
Jeremy is satisfied in his job
now, but Stacy has some higher
aspirations. She’s open to being an
assistant service manager one day.
customer standing behind them.”
–STAcy HASSLER, RL TOyOTA
“I’ve always kind of had my eye on
service,” said Stacy, who earlier was chosen
by the previous general manager to be
customer relations manager, a job she
filled for two years. She then learned the
repair world by working as an advisor in
express service for two years. Stacy is in
her eighth year with the store.
Service Manager John Kendall saw her
potential. “That’s one thing with John,
anytime he’s got something new, I’m
always willing to do something.”
Customer satisfaction is crucial, as
a really, really successful
program. I like it. Some
of the stuff that comes
in is really rough ... but we
advertise- bring your vehicle
in and we’ll buy it. You can’t go down the
road and say it’s just a come on. It’s a
good deal ... and reiterates the honesty
and integrity of our store. We’re going
to give you a fair price, and we back it
up with NADA or Kelley Blue Book
value.
Stacy and Jeremy Hassler both started as lot attendants at Rudy Luther’s Toyota, and worked their way
into higher positions in the service department as opportunities arose.
Sometimes, there are further diagnoses
that they cannot perform but we can. If
(it has) something to do with supplemental
restraint system, air bag or seat belt buckle, it
would be covered under
a
lifetime warranty if
it’s a safety issue ...
The actual repair
may be covered
under warranty as
well. I know that
my coworker Matt
and I definitely
think it’s a good
idea. It’s definitely
BEN WySOCKI
an added value.”
BROOKDALE HONDA
Car age hits 10.8,
will demand rise?
As the average age of cars on the road
recently reached a new record, 10.8 years,
many wonder if pent up demand will soon
filter out to showroom floors.
General Manager Steve Hendricks
with Luther Westside
Volkswagen, said his
store is seeing many
worthwhile trades
with more than
200,000 miles, and
that these will only
Steve Hendricks
increase.
Working against new car sales are
longer finance terms and lower interest
rates, which have left many buyers holding
on to their cars, rather than taking on a
higher payment, he explained. Midwest
car buyers are more conservative, and
much more credit worthy, the GM said,
and people trade more often because the
weather is harder on cars.
GM Mark Beithon at Rudy Luther’s
Toyota Scion said he’s expecting a good
year. The tsunami in Japan cut that store’s
new car availability by 50 percent for more
than half of 2011. “People have become
more conservative, more careful about
not overextending themselves, and saving
money,” Beithon said. “A lot of people
have decided their car’s getting old enough
that it’s time to trade, but I don’t think
everybody’s going to dump their old car
and get a new one this year.”
February 2012,
LuTHER NEwS
3
LUTHER HAppENINGS
BROOKDALE TRANSFORMING: HONDA, TOyOTA LEAD CHARGE
The rumors circulated for years,
but once President David Luther
visited Luther Brookdale Honda
and Toyota City Scion last summer
to celebrate the arrival of “Fair
Value Pricing,” and announce what
was coming, the word was out that
each store would soon receive a
new building.
New store construction has
become somewhat of a staple for
the large dealership group, but that
doesn’t mean these two offerings
will be mirror images of what has
gone before.
Both structures will feature solar
panels, said Linda McGinty, who
works in property management
for Motors Management. But,
more importantly, each dealership
will combine all service and sales
operations into its own building.
Toyota City will mimic the
look of Rudy Luther Toyota’s
front entrance with the large
white Toyota portal that has come
to signify the brand, McGinty
explains. It’s also receiving a new
name, Luther Brookdale Toyota
Scion. In the works for Brookdale
Honda’s front is the large blue
“cylinder” seen on other Honda
stores, but this will appear
different than the Luther store
in Mankato, she said.
On the inside, detail
departments will be spacious
and in-house, and central
vacuum systems for use
in each service drive will
complement the two car
washes in each store.
Luther’s investment
in stores along Brooklyn
Boulevard continues unabated.
Watch for more details here in
future issues.
Architectural renderings of Luther Brookdale Honda, above and Toyota City Scion
show the large blue cylinder that’s come to define Honda’s look and the white Toyota
portal at its front entrance on the northeast side of Brooklyn Boulevard and I-694.
“The single largest change is
the addition of solar panels
on both buildings,”
–LINDA McGINTy, PROPERTy MANAGEMENT
MOTORS MANAGEMENT
Construction for Toyota City Scion, above left, and
Brookdale Honda, was off to a good start in early
February, across the street from the longtime Honda
location, Brookdale Buick GMC and Brookdale
Chevrolet.
NEW BURNSVILLE VW SHOWS WHAT’S IN STORE
The Burnsville
Volkswagen franchise
charges ahead at its new
digs just south of Burnsville
Center, where new vehicle
sales were up 54 percent in
2011, making it the fastest
growing large VW store in
the U.S., explained General
Manager Jay Radue. And,
this was achieved without
the Passat and Beetle
models until the end of the
year.
another large volume
increase here this year.
This can’t happen without
customer satisfaction,
and Burnsville is one of
only five midwest VW
stores to achieve a rating
above 95 percent in sales.
Optimism prevails here.
“Magic Mike” with Burnsville Chamber
President Daron Van Helden at the
store’s grand opening.
It’s not unlike the atmosphere before
the New Beetle debuted in 1998, which
caused a huge jump in
volume, explained
Radue. Volkswagen
is preparing for
With admittedly one of
the nicest service drives
in the Luther group, VW
customers find sit down
advisor desks and see through partitions
that give a feel much like Jaguar Land
Rover Minneapolis. The setting is perfect
to show to customers after test drives,
when salespeople often talk about free
VW maintenance on new cars, Radue
explained.
With two levels and a large floor plan, the
auto mall facility far outshines the Cliff Road
location. Customers at the main entrance
are treated to accessory displays, a retrostyled new generation Beetle with whitewall
tires, and a Passat priced under $20,000.
At right, from top, technician Chris Stenzel and
advisor Glenn Riippa with VW video promos
behind; It’s a big shop, even to technician Jon
Erickson, who stands at 6-foot-7 -inches tall;
Salespeople Grant Cox, left, and Jared Frantz in a
black VW Beetle.
At left, signed bottles of washer
fluid are a kind gesture from
service advisor Sandie Fuller,
who invites customers back for
free refills. Below, Mark Larson
helps buyers take a closer look.
Sales Manager Tom Walsh, above left, brought
in his third-grader son, Michael, to play Darth
Vader, a direct connection to a VW ad campaign
where a little boy connects with the new Passat.
General Managers from Westside Volkswagen, Brookdale, Hopkins and Mankato Honda, RL Toyota and
Toyota City take in the new surroundings at the Burnsville VW grand opening.
4
LuTHER NEwS
February 2012
Luther Family Ford
White Bear Acura Subaru
HOLIDA
Motors Managem
Family Buick GMC
Brookdale Chevrolet Buick GMC
Mpls Jaguar Land Rover
Color the dealership contest draws 350 child entries
There were 350 entries for this year’s kids coloring
contest, which ran in both large Twin Cities daily papers.
Employees picked two winners per age category, and were
particularly drawn to those with glitter, said Sonya Hess
with Motors Management. The field was reduced by half
before judges made their choices. Winners each received
$100 and runner-ups were given $50 gift cards.
Age 0-5, Ashley, River Falls, Wis.
Age 6-8, Larissa, Blaine Minn.
Age 9-10, Kaylee, St. Anthony, Minn.
Age 11-12, Hayley, Burnsville, Minn.
February 2012,
Westside VW
Ay WRAp-Up
ment
LuTHER NEwS
North Country Ford Lincoln
RL Toyota & Scion
Hopkins Honda
John Hirsch’s Cambridge Motors
Infiniti of Bloomington
We ask employees
can you tell us about your worst holiday gift or about one you brought
back to the store?
“A jean jacket
with a big
patch
sewn
on the
back of
Tweety
bird.”
–MARTy KEARNEy, ADvISOR
INfINITI Of bLOOMINGTON
“My gifts are always good.
I don’t really care how
expensive it is ... 25 cents
or a dollar. A gift is a gift,
and there are families
that can’t even afford
Christmas. ...Underwear,
because sometimes they’re the
wrong size, and they weren’t
the best looking underwear.”
–cHRIS SAEcHAO, ERIcK DE LA cRuz LOT
ATTENDANTS
bLOOMINGTON AcuRA SubARu
5
6
LuTHER NEwS
February 2012
EIGHT LUTHER FAMILy MEMBERS: $2K GMADA COLLEGE SCHOLARSHIpS
The winners
The Greater Metro Auto
Dealers Association handed out 50
scholarships worth $2,000 each to
dealership employees. Luther Auto
was well represented, with eight
winners from its ranks.
Employees learned of the
opportunity through in-store
postings. Some received notes sent
out with paychecks while others, like
Karl Gunderson at White Bear Acura
Subaru, pursued it on their own.
• Ashley burns
University of North Dakota
Daughter of Jennifer Burns
Rudy Luther’s Toyota Scion
Eric Gunderson, second from left, and, Katelyn Gunderson, right, with
their father, Karl, finance and product specialist, White Bear Acura Subaru.
The finance and product specialist Karl
Gunderson knew the store had posted
notices in the past, but didn’t see one. He
asked the controller, who called GMADA,
which then sent out a request for
applicants. A fellow employee’s daughter
had won a GMADA scholarship a few
years ago.
“We had to
take out student
loans, and this
just reduces
the amount
... Everybody
could use this,”
Gunderson said.
Technician
Roger Carlson
Technician Roger Carlson,
Brookdale Honda, and his
daughter, Jessica, a nursing
student.
at Brookdale Honda, father
of scholarship winner Jessica
Carlson, said his daughter
is following in her mother’s
footsteps. Jessica is a junior
working toward a degree in
registered nursing.
Down the street at Luther
Brookdale Mazda
Mitsubishi, technician
Dan Tangren
remembered when
his wife won
a scholarship
seven or eight
years ago after
he noticed
a posting by
the time clock and she
applied.
Above, greeter Ashley Burns,
Rudy Luther’s Toyota. Below,
Cassandra Hanson and her
father, Jeff, a technician at
Luther Bloomington Kia
Mitsubishi.
Brookdale Mazda Mitsubishi technician
Dan Tangren, left, and his son, Jake.
Now, his son, Jake,
also won, and is putting
the funds toward an
education degree. “He’s
going to be a school
teacher, and is an English
major for secondary-ed,”
Dan said. Jake is a senior
and is earning experience
as a student teacher.
At Luther’s second
Mitsubishi store,
technician Jeff Hanson
proudly displays pictures
of his daughter, Cassandra,
on his toolbox, highlighting
her accomplishments. A
freshman in the pharmacy
program, she plays in the
band at North Dakota State
University.
• Jessica carlson
Anoka Ramsey Comm. College
Daughter of Roger Carlson
Brookdale Honda
• venelli felling
Mpls. Comm. and Tech. College
Employee
Brookdale Honda
• Eric Gunderson
University of North Dakota
Son of Karl Gunderson
White Bear Acura Subaru
• Katelyn Gunderson
University of Wisconsin
Daughter of Karl Gunderson
White Bear Acura Subaru
• cassandra Hanson
North Dakota State University
Daughter of Jeff Hanson
Bloomington Kia Mitsubishi
• Lauryn Heineman
College of St. Benedict
Daughter of Julie Heineman
Toyota City Scion
• Jake Tangren
St. Cloud State University
Son of Dan Tangren
Brookdale Mazda Mitsubishi
SCHOOL WINS $10K FOR VIDEO
region. Park Christian was the
best among 200 competitors,
and garnered almost 5,000 votes
online, more than 1,300 above its
closest competitor.
Videos in the top 10 earned
school donations from Ford.
The program received more
than 6,500 “likes” on Facebook
and more than 55,000 total
votes for submitted videos.
The video, “You Need to
Focus,” produced by Park
Christian School, features a
daydreaming boy in class who
sees himself arriving to school
in “That car, the one everyone’s
talking about.”
The Focus on Schools contest
involved Ford’s Great Lakes
Students, above, react to a classmate pulling up in
the new Ford Focus, left It’s all part of a daydream
that ends with the teacher telling the boy, “You
need to focus.”
Luther Family Ford staff members present a $10,000 check to students at Park
Christian School. See their video at fordfocusonschools.com
Customers notice, speak out, thank employees
Luther brookdale chevrolet
LAuREL HANSEN, service consultant
I would just like to comment on what a
outstanding job your service department
just did now. I came in without an
appointment for a burned out headlamp
on my ‘05 Cobalt, and (great service) from
the person who greeted me, to Laurel the
service advisor, to the mechanic who said
he could fix it immediately. To the cashier
for payment, wow, what great service!
Your dealership should be commended.
Everyone was super friendly and everyone
knew their jobs and knew them well. I am
especially impressed by Laurel Hansen.
She kept me informed through the whole
process and was very, very polite and
professional. I will definitely be back for
service and for purchases. Thank you so
much for such a great experience.
Doug Dunnette
TERRy zENGER AND STEvE JuNEAu
service consultants
I just wanted to say it is a pleasure to
work with your service department. I
have been there twice, and have enjoyed
being there (although, I suppose if the
service and parts were free, I would enjoy
everything a whole lot more). Steve and
Terry always keep things fun, and are
very helpful. The technicians do a good
job. The lobby and the entire department
is always clean and neat. The car wash
is always appreciated. Plus, overall, the
staff is just friendly, and always smiling
and joking. Furthermore, they have
gone out of their way to help me when
I needed it. Keep up the good work.
You are doing a great job with customer
service.
Kim Hetherington
brookdale Mazda Mitsubishi
TIM SALbER, service advisor
My Tribute and I, both rapidly
reaching our geriatric stages, were
very happy with the service I received
from both gentlemen who assisted me
with the repairs. I was promptly and
professionally assisted by the first man
who took down my information and
directed me to the waiting room. When
the process took longer than expected due
to their getting a part needed, Tim kept
me informed. Also, when a problem with
a headlight outage was discovered, it was
pointed out to me even with pictures!
I appreciated the clean reception area,
comfortable waiting area, free beverages,
current reading material, and large
screen television. I have always assumed
that service performed at a dealership
was more expensive and impersonal.
At Luther Mazda, I didn’t feel I was
pressured to have work performed that
wasn’t absolutely necessary and didn’t feel
“talked down to” because I was a woman.
With your dealership’s excellent customer
service and quality care, I will continue
to be a patron and recommend Luther
Mazda to all my friends. I also got a free
car wash, even in the rain!
Carol Littlefield
Luther Honda of St. cloud
STAff MEMbERS
Just a quick note to thank all of you for
the great customer service. The service
back in the “Honda House” days was
good, but there is a noticable difference
since Luther came to town. Every time
I walk out the door I think to myself,
“Wow, I wish service was that great
everywhere!” Thank you especially for
helping me out with my “user error” last
weekend, free of charge.
Jean Stang
Hopkins Honda
JAcE HARKEN, service consultant
Jace, thanks for the
Awesome service to
customers like me, you
Empower Honda more with
Happy customers
And happy drivers.
Remember that many
Kilometers of good service
Empower you to be
Number one.
J.G.
Please send your customer letters and cards to: aaron@wallacegroup.com or 651-452-3504 fax
High school students in Fargo
had a chance to exercise their
creative talents with $500 from
Ford to create a video promoting
the new Focus. They came home
with a $10,000 grand prize.
February 2012,
AN EyE FOR THE UNUSUAL
LuTHER NEwS
7
Retiree joined body shop biz in ‘67
Cars of old, special use vehicles, and rare finds that
have turned up across the Luther landscape.
1982 TOyOTA SUpRA
• Stored 12 years
• 1982/2011 $15,675/$36,538
• 145 hp, DOHc I-6, 0-60 9. 8 sec.
Rudy Luther’s
Toyota Scion
Newly retired body shop estimator Doug
Nelson with Luther Collision and Glass in
Hopkins got his start in February 1967, and
joined Luther 25 years later.
1979 LAND ROVER DEFENDER
•
•
•
•
4-cylinder diesel
50 mph top speed
Spanish military
Series III
Jaguar
Land Rover
Minneapolis
2005 RANGE ROVER- LIMO
• big bass sound in back
• first one seen in service
• Rental: $10,000 per
weekend
TESLA ROADSTER
•
•
•
•
•
All electric sports car
One of only 1,800
5% Lotus parts
u.S. company, calif.
Store: chicago
At age 20, he was studying accounting,
but had lost interest. A roommate was
working at Stephens Buick, which operated
where Westside VW is now. The friend
connected Nelson with a “car jockey” who
bought wholesale vehicles and the two rode
together for a few days. Nelson soon talked
to the service
manager and
was hired as a
runner for the
body shop.
many different people, and he will miss
them the most. Many service customers
would stop at the body shop to say hello.
“He’s a very short term person,” quipped
Hopkins Honda GM Kyle Allison,
honoring Nelson during a catered employee
meal. Collision and Glass Director Steve
Weisenberger said Nelson did a good job
helping customers who are frustrated that
they’ve been in an accident.
In the early days, estimates
were hand written, using a phone
book-size guide to figure parts
and labor charges. Nelson liked
working the numbers, and the
customer interaction helped him
overcome a sense of shyness, he
–STEvE wEISENbERGER, DIREcTOR explained.
“Doug did a good job
helping customers who
Jaguar
Land Rover
Minneapolis
Technician Dave Schmidt made electrical and component
repairs to the stretched pink British SUV, which is new to the
area.
Luther Collision and
Glass- Plymouth
Know of an unusual vehicle at Luther that you’d like to see
had been in an accident.”
Two months
later, he was
asked to start
LuTHER cOLISION AND GLASS
Much has also changed with
estimating cars, and
cars. “You always hear older people say that
staff members began mentoring him. “That
they don’t make them like they used to ... I
was the way it was,” he said. Luther Auto
don’t believe that,” he said, noting that cars
later bought Stephens Buick in 1992.
are much better, safer, but more difficult
to work on. For his future, Nelson had
Nelson managed the body shop at
a trip to Mexico scheduled, and planned
Stephens for years, and then at Hopkins
to eventually visit family in Arizona and
Dodge. Though he later went back to
Florida. He and his wife have a son and
estimating, his skills didn’t go unnoticed, or
grandchildren in Walker, Minn., and
unused. He served as a temporary manager
frequently drive up to visit.
on occasion, in Hudson, Fargo and Golden
Valley. Nelson enjoyed working with so
in the Luther News? Let us know by calling 651-452-9800,
aaron@wallacegroup.com
1ST QUARTER SERVICE ANNIVERSARIES
Congratulations to the following team members who will celebrate a major service
milestone during first quarter.
30+ Years
Motors Management Company
Shari Magnuson
10+ Years
Hopkins Honda
25+ Years
Roger Connolly
Duane Brinkman
Motors Management Company
Motors Management Company
Steve Hendricks
Craig Frost
Westside Volkswagen
Motors Management Company
Mark Rosenthal
Lance Howard
20+ Years
Stacey Johnson
Rudy Luther’s Toyota Scion
Luther Automotive Services
Philip Klanderud
Luther Automotive Services
Brad Knutson
Luther Nissan Kia
15+ Years
Curtis Bawek
Infiniti of Bloomington
Craig Lammers
Infiniti of Bloomington
Randy Lofgren
Rudy Luther’s Toyota Scion
Charlie Luther
Motors Management Company
Janet Lukenbill
Sharon Nelson
Luther Collision and Glass- Brooklyn Park
Brookdale Chevrolet Buick GMC
Ed Peterson
Tim Sheridan
Infiniti of Bloomington
Kathi Potter
STORE REcOGNIzED fOR cLOSING PERcENTAGE
Luther Nissan Kia was recognized by Kia Motors for the
highest closing percentage of Internet sales leads in the region.
The store has consistently placed first in new Kia sales for the
past four years.
Diane Fenske
Hopkins Honda
Bloomington Acura Subaru
LUTHER BRIEFS
Luther Collision and Glass- Brooklyn Park
AcuRA ‘cHATTER’ wINS IPAD fROM cARS.cOM
GM Brad Knutson receives an
award from Kia Motors.
To think that someone
could win an iPad for chatting
with others might seem odd
to someone who lived just 20
years ago, but it’s a reality at
Bloomington Acura Subaru,
where cars.com gave one away to
a qualifying salesperson.
Mahmoud (Mood)
Elmaussawel responds quickly
to chat requests from customers,
using a system in place for
almost two years. Peak times are Salesperson Mahmoud Elmaussawel, above center and below,
usually around noon, while people received an iPad device from Cars.com after he qualified for a
drawing based on his customer chat system performance.
are on a lunch break, and after
dinner, said Elmaussawel. “On
the phone, on the computer, at anybody’s desk- as
long as you get it,” he said. The consultant has a
Smart phone and a laptop, but was open to the
idea of using the new device to show information
to customers.
Cars.com Field Sales Manager Tim Deming
with cars.com presented the award. Growth in
chat as a sales medium is coming at the expense
of e-mail, he explained.
8
LuTHER NEwS
February 2012
DRIVE TO SERVE
Examples of how Luther stores and employees are giving back to their communities
Luther Family Buick GMC filled the
bed of a GMC Sierra pickup
truck for the annual “Fill the
Dome” youth led food drive
late last year.
employees to bring nonperishable food
items.
Over the past five
years, students brought in
donations totaling $330,000,
and 400 tons of food for
the Cass and Clay county
communities in North
Dakota.
There was a lot of food,
and a lot more at the dome
location, explained Sales
Manager Troy Weist. The
store invited customers and
Civic
Involvement:
Did you know?
vOTER TuRNOuT in the Gopher State leads the nation,
with 77.8 percent of Minnesotans voting in the 2008
presidential election.* And, the state continued to
lead in 2010.**
*Humphrey School of Public Affairs, U of M.
*Minn. Sec. of State Office
Four staff members
at Park Place Motor
Cars got creative
with a Christmas
tree to help provide
housing for people
with disabilities in the
Rochester area as part
of the annual “Festival
of Trees” event.
Photos courtesy of Stan Cram
Fill the pickup, fill the Fargo Dome Rochester Festival of Trees blooms
at Fargo Buick GMC store
Staff members turned decorators: from
left, Jennifer Larson, Roxane Kuderer, Lisa
Manthei and Wanda Dunkley-Cram.
Their tree, adorned
with small license
plates and other travel
items for a “Traveling
for the Holidays”
theme, was part of an
indoor forest of pine
needles at Mayo Civic
Center. The event
supports the Hiawatha Homes Foundation.
It funds special projects for Hiawatha
Homes, a provider of residential, in-home
and community-based choices for people
with disabilities.
Park Place had
underwritten a tree in
the past, but 2011 was
the first year the store
decorated one of its own,
said car biller Wanda
Dunkley-Cram.
They wanted to do
something car related and
worked together to pool
ideas, she explained. “As
you can see, we had a lot of
fun, all of our decorations
were handmade except
for the matchbox cars,”
Dunkley-Cram said.
The trees were shown to
sponsors at a special event,
where a drawing was held to determine an
order for their choosing, Dunkley-Cram
explained. Park Place selected a tree titled
“Starry Starry Night” for its showfloor and
the stores traveling-themed tree was chosen
by a dentist’s office.
‘Give back’ at Children’s NICU
Finance Specialist Stephen Moore with
Luther Fiat of Bloomington knows the
strain of having a prematurely born baby
at the hospital. He also knows how it feels
to help out.
had an idea. Why not donate and serve
a meal at the NICU? He asked his
boss, GM Doreen Fischer, for the time
off. She did one better. She and Fiat of
Bloomington offered to pay for the food.
At auto show time in 2011, Moore and his
wife, Fatima, had their second child, Aria,
who weighed a little over 2 pounds and was
three months early. The Newborn Intensive
Care Unit (NICU) at Children’s Hospital
in Minneapolis became the family’s home
away from home. People at the Ronald
McDonald house often brought meals.
Ronald McDonald meant far more
to him than burgers. “It took off one
of the major concerns ... it was a highly
stressful time,” said Moore. “And, for us ...
it alleviated a lot of stress. It’s almost like
a hotel– you can take naps there on the
weekend.”
Luther Group. “The organization has been
phenomenal for us as a family, especially
transitioning from one company to
another,” he said. They are more generous
than any other.”
The baby’s birth coincided with a job
change for Moore, when he joined the
The family arrived one late January
afternoon at the Ronald McDonald House
To celebrate Aria’s first birthday, Moore
Store, Vikings make cancer strides
Receptionist Sherri Flannigan knows
what it’s like to be in a battle for her life,
and after surviving a breast cancer attack
eight years ago, she wants to help others
avoid the same emotional peril.
followed up with radiation in March 2004.
Coworkers then, and now, have been
supportive. “I believe that many have
also been touched in some way, either by
friends or family that have been diagnosed
as I was,” she
said. Flannigan
said attitude is
everything, and
the support she
had from family
, friends, and
coworkers was
“amazing.”
The employee
of John Hirsch’s
Cambridge
Motors
approached her
manager and set
up a donation
board for the
Making Strides
for Breast
Surviving
Cancer walk in
cancer has
Minneapolis last
its privileges.
fall. Employees
Flannigan
and customers
Sherri Flannigan, center, a breast cancer survivor, was one of
about 15 invited to a dinner with Minnesota Vikings players
was invited
got on board,
in Eden Prairie. At left Emerson Griffen (No. 97) and Mistral
to a luncheon
contributing
Raymond (No. 41) is at right.
featuring players
$1,300 to the
from the Minnesota Vikings. “It was an
effort in the one month leading up to the
honor,” she said. This was her second year
brisk fall walk around Lake Nokomis.
walking for the fundraiser.
She was originally diagnosed in
“Many of our customers donated to this
August 2003. Three surgeries ensued
fundraiser and the 3-Day breast cancer
over 17 days. After healing, she picked
walk that I did in 2008.”
up with chemotherapy in November and
Stephen Moore
Dede Blanks, left, Priya Nandahl, and Pastor
Moore, Stephen’s father, joined Gertrude Cooper,
Stephen’s mother-in-law, to serve a meal to NICU
families.
kitchen to prep spaghetti, salad, rolls, cookies
and soda for about 20 families. “Doreen
volunteered to do this for us. We’d like to
pay it forward in some way. For sure.”
Chili cookoff helps people in need
RL Toyota Scion’s first place pot
and trophy changed hands as chili
champ and service manager Shannon
Adams surrendered his first place title
to Controller Jodi Hystead.
Food connoisseurs pitched in
$474 to benefit the St. Louis Park
Emergency Program (STEP),
explains Missy Kirkham, office
manager.
Runner up-cooks were, in
descending order: Adams, John
Kendall and Dave Truesdell. Soup
runners up- Katie Anderson, Becky
Colemen and Mark Perra.
STEP has helped the community
since 1975, serving the basic needs of
more than 1,600 people each month,
according to its website. In addition
to its food shelf activities, the group
is a full-service resource for people in
need and helps by providing advocacy
and referrals, assisting those who are
most vulnerable in its community.