The annual NASB data book will be released prior to the conference, allowing attendees time to review and digest the latest data. During our Service by the Numbers presentation, we will provide you with greater context and insight. We will dig into the data to understand trends and how the industry is moving over time. We will focus first on how the OEMs are performing in key areas such as sales, customer retention, and customer satisfaction. We’ll then turn our attention to the dealership operations that drive those results, such as repair quality, efficiency, staff turnover, and more. As we go, we’ll address our best-in-class performers in each area and provide context as to how these results have been achieved. We will point you to subsequent conference breakout sessions to learn more about our industry leaders. This general session will appeal to all attendees and give a data-driven view of the current state of the service business. Whereas the benchmark data itself (the data book) provides the “what,” this presentation answers the “why” and the “how” and uncovers what’s really unique and different this year. Following the strategic discussion we’ll have in the Service Outlook, this will give you the tactical perspective needed to address issues and opportunities in the near term.