THE FIRST STEP LLC

1. THE FIRST STEP LLC CUSTOMIZED FIXED OPERATION FOR YOUR SERVICE DEPARTMENT

2. TAKE THE FIRST STEP TO INCREASE PROFITABILITY

3. WHAT THE FIRST STEP CAN DO FOR YOUR SERVICE DEPARTMENT • Analyze your service, parts and body shop departments and determine ways to increase profit potential. We will review your service absorption. • Review your labor rates, competitive as well as repair work. Also your internal labor rates will be reviewed. We will review your warranty gross on parts and labor as well as your exposure to warrant audits. • Complete repair order analysis and recommend pay plans for both technicians and service writers.

4. WHAT THE FIRST STEP CAN DO FOR YOUR SERVICE DEPARTMENT • Train the service advisors in On-The-Lane training. • Implement incentive plans for all employees so that everyone is working toward the same goal. • Establish a tracking for up sells from both service advisors and technicians.

5. WHAT THE FIRST STEP CAN DO FOR YOUR SERVICE DEPARTMENT • Install a grid labor pricing and a parts pricing system. • Develop a customer retention program to keep our customer returning to your facility. • Review your after market products and suggest changes that will increase your profitability.

6. WE WILL INCLUDE YOUR PARTS AND BODY SHOP IN OUR ANALYSIS • We will review body shop labor and paint grosses and install pricing guides. • We will establish parts pricing matrix systems for constant percentage pricing.

7. OTHER SPECIALTIES OFFERED • Comprehensive Financial Analysis. • Comprehensive Review of Current Banking Relationships. • Risk Assessment & Management.

8. RESULTSGUARANTEED We will focus your facility to become the best in the area in customer satisfaction!

9. RESULTS YOU CAN MEASURE We will increase your profitability with our proven techniques.

10. INSTALLATION CHECKLIST • Review pay plans for service manager, parts manager and technicians. • Review Effective Labor Rate • Install grid pricing for service. • Install grid pricing for parts. • Review fixed expenses.

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

12. INSTALLATION CHECKLIST • Install new and used first appointment system. • Install O.L.F. retention system. • Install up-sale spiffs. • Teach your personnel how to read a financial statement the correct way.

13. AT FEES YOU CAN AFFORD • Reasonable fees, no long term contracts. • Three-four day initial appointment for analysis and set-up. • Monthly visits of 1-2 days to review procedures and progress. • Maintenance to keep your success on track.

14. CONTACT INFORMATION THE FIRST STEP,LLC MICHAEL KARCZ 690 ROLLING MEADOWS DRIVE ONEIDA, WI 54155 920-655-0503 mikekarcz@netnet.net

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

16. REFERENCES “Your practical techniques were easy to implement and yielded immediate results. By doing an R.O. review for us and establishing a benchmark, we were able to increase our Hours Per R.O. by .6 hours. Technician productivity overall has increased by a a total of 18% over the first 45 days. We feel a major reason for the continued improvement has been the fact that it is an on going relationship after the in-house visit.” Andy Lamb and Corey Hawkins Anderson Ford Baldwin WI 888-684-4520

17. REFERENCES • “What I like about Mike is he will dig into the Fixed Operations of the Dealership and give me an Honest Evaluation with a practical systematic approach to finding and fixing the problem. I trust Mike with his diagnosis and I trust Mike with his solutions to fixing the problem and continuous monitoring of our backend, Mike is great to work with.” Todd Koehne-owner Koehne Buick Pontiac GMC Inc. Oconto, WI 54153 920-834-4343

18. REFERENCES “Your expertise and knowledge in the service, parts and body shop departments has greatly affected our performance and of course our bottom line. Combine those abilities with your knowledge of the Ford financial statement and I can honestly say that you’ve been a big factor in our “Service Absorption” numbers moving up 40 percentage points. The continued monitoring and coaching with the service management and service writing staff has been exceptional.” Roy Roberg Link Ford Rice Lake, WI 877-505-1900

19. ADDITIONAL REFERENCES • Todd and Chad Koehne, Koehne Buick Pontiac GMC, Oconto WI 800-439-8472 • Dan Clark, Link Ford, Rice Lake WI 877-505-1900 • Dave Johnson, Copper Country Ford Lincoln Mercury, Houghton MI 800-800-7094

20. ADDITIONAL REFERENCES • Willie Johnson, Copper Country Ford Lincoln Mercury, Houghton MI 800-800-7094 • Scott Wilson, LeRoy Butler Ford Lincoln Mercury. Waupaca, WI 888-537-6936 • Andy Lamb, Bloomer Ford, Bloomer, WI 800-314-3673

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

22. Customer Research, Inc. Customer Loyalty Solutions Since 1967 Customer Research, Inc., provides the most state-of-the-art industry leading Customer Loyalty, CSI, and Revenue Generating Solutions. Save money by consolidating your vendors and take advantage of the highest ROI in 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 • jj • Telephone – Live • Telephone - Messaging • Telephone - Text • Email • Mail Most Automotive CSI Experience in the Industry *** 100% Dedicated to the Automotive Industry

23. 2000 Active Users Trust Customer Research, Inc., for their Customer Loyalty Needs Guam Alaska Hawaii Australia • 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 • 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 Customer Research, Inc., currently averages over 500,000 calls per month. Spanish and French Canadian Agents Customer Research, Inc. | PO Box 1230 Seahurst, WA 98062 | FAX 206.242.9970 | email: CSI@CustomerResearch.com

24. MY PROMISE TO YOU • I look forward to the opportunity to meet with you. With my proven steps, I know I can make your Service Department more profitable and efficient, a necessity in our current economy. • Michael Karcz

25. TAKE THE FIRST STEP TO INCREASE PROFITABILITY… TODAY!!!