Automotive Aftermarket Industry Association (AAIA) Is Becoming The Auto Care Association

Automotive Aftermarket Industry Association (AAIA) Is Becoming The Auto Care Association

The term aftermarket has been around this business for a long time. The trouble is, for those outside our industry, it is very confusing.

Webster’s defines a name as: a word or phrase that constitutes the distinctive designation of a person or thing.

Seems simple enough. It’s what we get called or what we call ourselves. Hopefully, it’s something instantly recognizable. Over time, names tend to go in and out of favor and new ones are created. I think we have seen much of that over the past 10 years or so.

Recently, we here at Babcox Media were fortunate enough to have Kathleen Schmatz, president and CEO of the Automotive Aftermarket Industry Association (AAIA), along with Richard White of AAIA, in to discuss some very exciting news for our industry. The AAIA is becoming the Auto Care Association. Obviously absent from the new name is the word “aftermarket.” The term aftermarket has been around this business for a long time. The trouble is, for those outside our industry, it is very confusing. It really does not define what goes on here or the magnitude of our industry’s importance.

Why do we care what people outside our world think of us? Because many things, including Washington, affect our day-to-day activities and our livelihoods. AAIA recently represented our industry in the landmark Right to Repair decision that will allow all of us to compete on a level playing field. The Be Car Care Aware initiative is another effort to bring our industry into the public eye while stressing the importance of vehicle maintenance. We are a vital part of our country’s individual transportation independence and it needs to be protected on a regular basis.

Another reason to keep the auto care industry at the forefront is to constantly attract qualified workers to jobs in our sector. It is estimated that at any given time, we have 300,000 jobs that need to be filled in our space. Those jobs vary in scope from highly trained skilled to professionals and everything in-between. We need the best and brightest to be interested in our space to ensure we stay competitive and jobs stay here.
Changing a name on paper is a very straightforward action. Changing a perception of an industry at the same time is a tremendous undertaking. Please visit autocare.org to find out more about this initiative and all that is going on to support this great industry of ours.

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

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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