It’s A Big Challenge. But We Have Help

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Counterman has been serving auto parts jobbers, retailers and distributors since 1983.
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It’s A Big Challenge. But We Have Help

In all of his travels around in the distribution market as well as collision and mechanical repair space, there seems to be no bigger challenge than the lack of skilled workers, writes Counterman Publisher Scott Shriber.

S. Scott Shriber
By S. Scott Shriber
Published:

In all of my travels around in the distribution market as well as collision and mechanical repair space, there seems to be no bigger challenge than the lack of skilled workers. Whatever the skill sets you are looking for, it seems appropriate candidates are scarce.

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Actually, this started to be a problem more than a decade ago. Many companies, especially the OEs, responded with programs to provide ways for people to get into the automotive space. I remember launching the ASSET program at Ford, and others had similar initiatives. The issue sort of died down and then the crunch years hit. Many dealerships closed and it took a while for those employees to be absorbed into the workplace. This actually masked the problem for a few more years.

Now here we are, in an almost crisis mode. How can this be? Well, as much as I hate to write these words, the younger generations don’t find this space an interesting or fulfilling place to be. Wait, what? But it is! So we not only have a shortage issue, we have an image one also.

Please do not sit back and think this will not affect you or your company. I don’t care what space you occupy in this industry, it will affect you. From supplier to technician and everyone in between, we all need workers.

There are more than 250 million vehicles out on the roads today driving more than 3 trillion miles per year. They break and need to be maintained. We must get people interested in this industry. There are good jobs waiting here both now and at an ever-increasing rate into the future.

One of the tools we have to use is the Auto Care Association website called AutoCareCareers.org. This site does an excellent job of showing all the positives of working in our industry. It also shows different opportunities in the space for people to research and become interested in. It even offers the ability to search jobs and post openings. It is truly a one-stop-shop to learn about our industry.

Each and every one of us has the responsibility to keep this industry going. Whenever you see new people in it or enter into discussions about our industry, talk it up. When you see a YANG member, don’t be afraid to talk shop. They need mentors just like we all did. It’s been pretty good for all of us and our country needs to stay mobile.

(BTW, if you don’t know what YANG is, find out!) 

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Auto Industry

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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