THE FIRST STEP LLCTHE FIRST STEP LLC

CUSTOMIZED FIXED CUSTOMIZED FIXED OPERATION FOR YOUR OPERATION FOR YOUR SERVICE DEPARTMENTSERVICE DEPARTMENT

TAKETAKE

THE FIRST STEPTHE FIRST STEP

TOTO

INCREASE INCREASE

PROFITABILITYPROFITABILITY

WHAT THE FIRST STEP CAN DO WHAT THE FIRST STEP CAN DO FOR YOUR SERVICE FOR YOUR SERVICE

DEPARTMENTDEPARTMENT Analyze your service, parts and body shop Analyze your service, parts and body shop

departments and determine ways to increase departments and determine ways to increase profit potential. We will review your service profit potential. We will review your service absorption.absorption.

Review your labor rates, competitive as well as Review your labor rates, competitive as well as repair work. Also your internal labor rates will be repair work. Also your internal labor rates will be reviewed. We will review your warranty gross on reviewed. We will review your warranty gross on parts and labor as well as your exposure to parts and labor as well as your exposure to warrant audits.warrant audits.

Complete repair order analysis and recommend Complete repair order analysis and recommend pay plans for both technicians and service pay plans for both technicians and service writers.writers.

WHAT THE FIRST STEP CAN DO WHAT THE FIRST STEP CAN DO FOR YOUR SERVICE FOR YOUR SERVICE

DEPARTMENTDEPARTMENT Train the service advisors in On-The-Train the service advisors in On-The-

Lane training.Lane training. Implement incentive plans for all Implement incentive plans for all

employees so that everyone is employees so that everyone is working toward the same goal.working toward the same goal.

Establish a tracking for up sells from Establish a tracking for up sells from both service advisors and both service advisors and technicians.technicians.

WHAT THE FIRST STEP CAN DO WHAT THE FIRST STEP CAN DO FOR YOUR SERVICE FOR YOUR SERVICE

DEPARTMENTDEPARTMENT Install a grid labor pricing and a parts Install a grid labor pricing and a parts

pricing system.pricing system. Develop a customer retention Develop a customer retention

program to keep our customer program to keep our customer returning to your facility.returning to your facility.

Review your after market products Review your after market products and suggest changes that will and suggest changes that will increase your profitability.increase your profitability.

WE WILL INCLUDE YOUR PARTS WE WILL INCLUDE YOUR PARTS AND BODY SHOP IN OUR AND BODY SHOP IN OUR

ANALYSISANALYSIS We will review body shop labor and We will review body shop labor and

paint grosses and install pricing paint grosses and install pricing guides.guides.

We will establish parts pricing matrix We will establish parts pricing matrix systems for constant percentage systems for constant percentage pricing.pricing.

OTHER SPECIALTIES OFFEREDOTHER SPECIALTIES OFFERED

Comprehensive Financial Analysis.Comprehensive Financial Analysis. Comprehensive Review of Current Comprehensive Review of Current

Banking Relationships.Banking Relationships. Risk Assessment & Management.Risk Assessment & Management.

RESULTSRESULTSGUARANTEEDGUARANTEED

We will focus your facility to We will focus your facility to become the best in the area become the best in the area

in customer satisfaction!in customer satisfaction!

RESULTS YOU CAN RESULTS YOU CAN MEASUREMEASURE

We will increase your We will increase your profitability with our proven profitability with our proven

techniques.techniques.

INSTALLATION CHECKLISTINSTALLATION CHECKLIST

Review pay plans for service Review pay plans for service manager, parts manager and manager, parts manager and technicians.technicians.

Review Effective Labor RateReview Effective Labor Rate Install grid pricing for service.Install grid pricing for service. Install grid pricing for parts.Install grid pricing for parts. Review fixed expenses.Review fixed expenses.

INSTALLATION CHECKLISTINSTALLATION CHECKLIST

Install 30 point safety inspection.Install 30 point safety inspection. Install A.S.R. report.Install A.S.R. report. Install menu selling.Install menu selling. Work on-line training.Work on-line training.

INSTALLATION CHECKLISTINSTALLATION CHECKLIST

Install new and used first Install new and used first appointment system.appointment system.

Install O.L.F. retention system.Install O.L.F. retention system. Install up-sale spiffs.Install up-sale spiffs. Teach your personnel how to read a Teach your personnel how to read a

financial statement the correct way.financial statement the correct way.

AT FEES YOU CAN AFFORDAT FEES YOU CAN AFFORD

Reasonable fees, no long term Reasonable fees, no long term contracts.contracts.

Three-four day initial appointment for Three-four day initial appointment for analysis and set-up.analysis and set-up.

Monthly visits of 1-2 days to review Monthly visits of 1-2 days to review procedures and progress.procedures and progress.

Maintenance to keep your success on Maintenance to keep your success on track.track.

CONTACT CONTACT INFORMATIONINFORMATION

THE FIRST STEP,LLCTHE FIRST STEP,LLCMICHAEL KARCZMICHAEL KARCZ

690 ROLLING MEADOWS DRIVE690 ROLLING MEADOWS DRIVEONEIDA, WI 54155ONEIDA, WI 54155

920-655-0503920-655-0503mikekarcz@netnet.netmikekarcz@netnet.net

EXPERIENCE YOU CAN TRUSTEXPERIENCE YOU CAN TRUST

Michael Karcz has been in the Michael Karcz has been in the automotive field for over 34 years. automotive field for over 34 years. Michael has been a dealer, a general Michael has been a dealer, a general manager and a service and parts manager and a service and parts director. He brings with him a solid director. He brings with him a solid experience in dealership day to day experience in dealership day to day operations with the hands on operations with the hands on experience necessary to make a experience necessary to make a difference in your operation.difference in your operation.

REFERENCESREFERENCES

““Your practical techniques were easy to implement and Your practical techniques were easy to implement and yielded immediate results. By doing an R.O. review for us yielded immediate results. By doing an R.O. review for us and establishing a benchmark, we were able to increase and establishing a benchmark, we were able to increase our Hours Per R.O. by .6 hours. Technician productivity our Hours Per R.O. by .6 hours. Technician productivity

overall has increased by a a total of 18% over the first 45 overall has increased by a a total of 18% over the first 45 days. We feel a major reason for the continued days. We feel a major reason for the continued

improvement has been the fact that it is an on going improvement has been the fact that it is an on going relationship after the in-house visit.”relationship after the in-house visit.”

Andy Lamb and Corey HawkinsAndy Lamb and Corey HawkinsAnderson FordAnderson Ford

Baldwin WIBaldwin WI888-684-4520888-684-4520

REFERENCESREFERENCES ““What I like about Mike is he will dig into the Fixed What I like about Mike is he will dig into the Fixed

Operations of the Dealership and give me an Honest Operations of the Dealership and give me an Honest Evaluation with a practical systematic approach to finding Evaluation with a practical systematic approach to finding

and fixing the problem. I trust Mike with his diagnosis and I and fixing the problem. I trust Mike with his diagnosis and I trust Mike with his solutions to fixing the problem and trust Mike with his solutions to fixing the problem and

continuous monitoring of our backend, Mike is great to work continuous monitoring of our backend, Mike is great to work with.”with.”

Todd Koehne-ownerTodd Koehne-ownerKoehne Buick Pontiac GMC Inc.Koehne Buick Pontiac GMC Inc.

Oconto, WI 54153Oconto, WI 54153920-834-4343920-834-4343

REFERENCESREFERENCES““Your expertise and knowledge in the service, parts and Your expertise and knowledge in the service, parts and

body shop departments has greatly affected our body shop departments has greatly affected our performance and of course our bottom line. Combine those performance and of course our bottom line. Combine those abilities with your knowledge of the Ford financial statement abilities with your knowledge of the Ford financial statement and I can honestly say that you’ve been a big factor in our and I can honestly say that you’ve been a big factor in our “Service Absorption” numbers moving up 40 percentage “Service Absorption” numbers moving up 40 percentage points. The continued monitoring and coaching with the points. The continued monitoring and coaching with the service management and service writing staff has been service management and service writing staff has been

exceptional.”exceptional.”Roy RobergRoy RobergLink FordLink Ford

Rice Lake, WI Rice Lake, WI 877-505-1900 877-505-1900

ADDITIONAL REFERENCESADDITIONAL REFERENCES

Todd and Chad Koehne, Koehne Todd and Chad Koehne, Koehne Buick Pontiac GMC, Oconto WI Buick Pontiac GMC, Oconto WI 800-439-8472 800-439-8472

Dan Clark, Link Ford, Rice Lake WI Dan Clark, Link Ford, Rice Lake WI 877-505-1900877-505-1900

Dave Johnson, Copper Country Dave Johnson, Copper Country Ford Lincoln Mercury, Houghton Ford Lincoln Mercury, Houghton MI 800-800-7094MI 800-800-7094

ADDITIONALADDITIONAL REFERENCES REFERENCES

Willie Johnson, Copper Country Ford Willie Johnson, Copper Country Ford Lincoln Mercury, Houghton MI 800-Lincoln Mercury, Houghton MI 800-800-7094800-7094

Scott Wilson, LeRoy Butler Ford Scott Wilson, LeRoy Butler Ford Lincoln Mercury. Waupaca, WI 888-Lincoln Mercury. Waupaca, WI 888-537-6936537-6936

Andy Lamb, Bloomer Ford, Bloomer, Andy Lamb, Bloomer Ford, Bloomer, WI 800-314-3673WI 800-314-3673

ANOTHER VALUABLE TOOLANOTHER VALUABLE TOOL

The First Step has worked with many The First Step has worked with many customer retention companies over the customer retention companies over the last 15 years. Customer Research is our last 15 years. Customer Research is our recommended vendor for tracking recommended vendor for tracking customer loyalty, customer follow-up and customer loyalty, customer follow-up and CSI. They use email, phone calls and CSI. They use email, phone calls and direct mail. They are used by J.D. Power, direct mail. They are used by J.D. Power, Toyota, Lexus and others. They make Toyota, Lexus and others. They make 500,000 call/month and are bilingual. 500,000 call/month and are bilingual.

Customer Research, Inc., provides the most state-of-the-art industry leading CustomerLoyalty, CSI, and Revenue Generating Solutions. Save money by consolidating yourvendors and take advantage of the highest ROI in the automotive industry.

•jj

• Telephone – Live

• Telephone - Messaging

• Telephone - Text

• Email

• Mail

Most Automotive CSI Experience in the Industry *** 100% Dedicated to the Automotive Industry

• Loyalty Reminder Program• Lost Customer Recapture• Direct Mail Services• Email Services• CSI Follow-up• Sales Lead Generation• Sales Prospect Follow-up• Voice Messaging• Marketing Programs

Customer Research, Inc.Customer Loyalty Solutions Since 1967

2000 Active Users Trust Customer Research, Inc., for their Customer Loyalty Needs2000 Active Users Trust Customer Research, Inc., for their Customer Loyalty Needs

Alaska

Hawaii Australia

Guam

• CSAA Insurance Company Supplier• DuPont Strategic Partner• PPG Industries Approved Vendor• Sherwin Williams Approved Vendor• ASA Washington Exclusive Follow-up Vendor• Partner with Several National Collision Center Consolidators • Partner with Several National Automotive CRM Vendors

Corporate Partnerships:

• J.D. Power and Associates Supplier • Chrysler SmartLink Lost Souls Exclusive Supplier• Toyota Certified Collision Center Approved Vendor • Lexus Certified Collision Center Approved Vendor • AIG Personal Care FIRST Approved Vendor

Customer Research, Inc., currently averages over 500,000 calls per month.

Spanish and French Canadian Agents

MY PROMISE TO YOUMY PROMISE TO YOU

I look forward to the I look forward to the opportunity to meet opportunity to meet with you. With my with you. With my proven steps, I know I proven steps, I know I can make your Service can make your Service Department more Department more profitable and profitable and efficient, a necessity efficient, a necessity in our current in our current economy.economy.

Michael Michael KarczKarcz

TAKETAKE

THE FIRST STEPTHE FIRST STEP

TOTO

INCREASE INCREASE

PROFITABILITY…PROFITABILITY…

TODAY!!!TODAY!!!