Pub. 4 Issue 2

4 www.glancda.org GLANCDA BOARD OF DIRECTORS 16 23 714 West Olympic Blvd., Suite 601 Los Angeles, CA 90015 O: 213-748-0240 | F: 213-748-0242 PRESIDENT: Pete Smith Bob Smith Toyota Scion VICE PRESIDENT: Fritz Hitchcock Hitchcock Automotive Resources TREASURER/SECRETARY: David Ellis David Ellis Chrysler Jeep Glendale Dodge, LLC FIAT of Glendale IMMEDIATE PAST PRESIDENT: Ian Thomas Thomas Acura EXECUTIVE DIRECTOR: Bob Smith DIRECTORS: Bert Boeckmann Peter Hoffman Tom Hoffman Darryl Holter Tim Smith Michael Sullivan John Symes Howard Tenenbaum © 2017 Greater Los Angeles New Car Dealers Association |The newsLINK Group, LLC. All rights reserved. Los Angeles Dealer is published three times each year byThe newsLINK Group,LLC fortheGLANCDAand istheofficialpublication forthisassociation.The informationcontained inthispublication is intendedtoprovidegeneral information for reviewand consideration.Thecontentsdonotconstitute legaladviceandshouldnotbe reliedonassuch. Ifyouneed legaladviceorassistance, it isstrongly recommended thatyoucontactan attorneyas toyour specific circumstances.The statementsandopinionsexpressed in thispublicationare thoseof the individualauthorsanddonotnecessarily represent theviews ofGLANCDA, itsboardofdirectors,or thepublisher.Likewise, theappearanceofadvertisementswithin thispublicationdoesnotconstituteanendorsementor recommendationof anyproductor servicedadvertised. LosAngelesDealer isa collectiveworkandas such somearticlesare submittedbyauthors thatare independentofGLANCDA.While LosAngeles Dealer encouragesafirstprintpolicy, in caseswhere this isnotpossible,everyefforthasbeenmade to complywithanyknown reprintguidelinesor restrictions.Contentmaynot be reproducedor reprintedwithoutpriorwrittenpermission.For further information,please contact thepublisherat:855-747-4003. Originally founded in 1907, the Greater Los Angeles New Car Dealers Association provides valuable educational and philanthropic ben - efits to the Los Angeles Community. The Association believes that involvement with local charitable organizations makes a positive difference for everyone involved 6 | President’s and Executive Director’s Message 8 | Dealer Alert 11 | Focusing on Service Excellence to Enhance Customer Loyalty 14 | Strengthening Internal Controls to Prevent Fraud 19 | Tips for Recruiting & Retention 22 | Congratulations to Van Nuys 23 | Career Day