Auto Plus Will Be A Name From Coast To Coast: Brent Windom

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Counterman has been serving auto parts jobbers, retailers and distributors since 1983.
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Auto Plus Will Be A Name From Coast To Coast: Brent Windom

Auto Plus president and CEO outlines company’s growth strategy.

Mark Phillips
By Mark Phillips
Published:
Auto Plus President and CEO Brent Windom addresses attendees. Photo by Mark Phillips
Auto Plus President and CEO Brent Windom addresses attendees. Photo by Mark Phillips

LAS VEGAS — Auto Plus President and CEO Brent Windom brought vendor partners up to speed on the company’s aggressive and strategic growth plans during a breakfast gathering Tuesday morning during AAPEX.

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“Auto Plus will be a name from coast to coast very soon,” he told attendees. “We’re doing things very differently than we have ever done before. We have to.”

Auto Plus now has more than 3,500 team members at more than 270 locations in the U.S.

Auto Plus is investing heavily in technology and infrastructure and has made several large acquisitions recently. The company also is investing heavily in technical training of its team members.

“We’re excited about what we’re doing on the supply chain side,” he said. “Auto Plus will grow aggressively — but strategically,” he added, saying the company isn’t interested in every opportunity that might present itself.

Auto Plus also recognized its vendor partners during an awards presentation:

•Federal-Mogul Motorparts received the Product Innovation Award
•WIX Filters received the Auto Plus Diamond Award
•BBB Industries received the Auto Plus Marketing Excellence Award
•Standard Motor Products received the company’s Product Management Award
•Dorman received the Auto Plus Sales Growth Award
•Tenneco received the Auto Plus Technical Training Award
•WHI received the Auto Plus Technology Award

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Customer Service: How It’s Done

Customer service should be your number one priority, and it all starts with the greeting.

Eric Garbe
By Eric Garbe
Eric Garbe is a graduate of Columbus State Community College with a degree in Automotive Maintenance Technology. He has extensive independent and dealership field experience as a technician and shop owner and is an ASE Certified Master Technician and former Adjunct Automotive Professor. He has been professionally writing automotive technical articles and documents for many years and in his free time enjoys restoring old cars and creating custom interiors and upholstery.
Published:

This is always an important topic to discuss, because I consider excellent customer service one of the most important tools you can have to earn trust, respect and repeat business from the customers that come through your door. Whether that customer is do-it-yourselfer from across town or the professional repair shop across the street, your business depends on a solid relationship.It’s a subject that I am passionate about, and it’s one that many people are losing touch with. Whether you are communicating to someone in person, on the phone or using some type of social media, good customer service and bad can both exist. You can’t afford the latter, so this is the first in a series of topics which can and should be shared from the front of the shop to the back. No matter which role you hold, you represent the shop and yourself. Customer service should be your number one priority.First on the list is the greeting. From the second a customer walks in the door, they need to know you appreciate them coming in and how important they are to your business. First impressions are everything and here’s the correct way to do it each and every time: look them directly in the eye, smile and say hello!Of course, you can say “Good morning” or “Welcome to Joe’s Autocare,” but it should be a formal greeting and the most important thing is that you have smiled, looked them in the eye and recognized that they have walked through the door.You should always retain a formal greeting until you are on a first-name basis with a customer. Only once you have established that level of relationship is it OK to use the less formal greeting of “Hi,” followed by the person’s name.This greeting does more than just indicate respect and appreciation for someone walking through the door. Most likely there are customers both new and old who are in earshot of your conversation. For newer customers, this continues to build rapport and reinforce their positive view of your shop; they see that you demonstrate respect and treat everyone in the same manner. For repeat customers, even ones that have been coming for years, the greeting is important because the way you treat them is the reason they continue to come.And when a long-time customer comes in and you greet them with “Hi [First Name],” this indicates your appreciation for them and that you’re glad to see them as a person, more than just a customer. New customers that witness this will see that your repeat customers are comfortable enough to be on a first-name basis, another indication of the trust they have in you.

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