Pub. 6 2017-2018 Issue 1

8 San Diego Dealer 4 Letter from the President DEAN MANSFIELD 7 Chairman’s Letter RICHARD NEWENDYKE 10 California Sales Training Academy 12 Focusing on Service Excellence to Enhance Customer Loyalty 18 Tips For Recruiting & Retention 22 Dealer Alert: Scrap Disposal; Towing Records; Battery Fees 24 Strengthening Internal Controls To Prevent Fraud 26 Dealer Alert: Refrigerant; Hazardous Liquids; OSHA Penalties 29 San Diego Auto Outlook August 2017 Assurance, tax, and consulting offered through Moss Adams LLP. Wealth management offered through Moss Adams Wealth Advisors LLC. Investment banking offered through Moss Adams Capital LLC. MO S S A DAMS .C OM PROSPER I T Y R I S E S I N THE WE ST Here, the sun rises on boundless opportunity. Our professionals are committed to helping you grow your business with industry-smart accounting, consulting, and wealth management services. Discover how Moss Adams is helping companies thrive. RISE WITH THE WEST. S A N D I EGO, CA 6 : 0 3 AM P DT