Big R/ReMaTecUSA Show Announces New Speakers

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Big R/ReMaTecUSA Show Announces New Speakers

The Keynote Speaker on Saturday, October 29 is Bogi Lateiner, master mechanic and star of All Girls Garage on the Velocity Channel.

Counterman Staff
By Counterman Staff
Published:

Remanufacturing trade show Big R/ReMaTecUSA is proud to announce two new speakers for its next edition on October 29-30, 2016 in the Paris Las Vegas Hotel, Las Vegas, Nevada.

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The Keynote Speaker on Saturday, October 29 is Bogi Lateiner, master mechanic and star of All Girls Garage on the Velocity Channel. Lateiner, a writer, speaker, teacher and recognized industry spokesperson, will explore the perceptions remanufactured products have to compete with, what the end-user is demanding of replacement parts and how to uniquely position your company to maximize sales and profits.

Mike Rayne from FTI Consulting will return to the Big R/ReMaTecUSA show as the Breakfast Speaker on Sunday, October 30. An industry veteran with over 35 years’ experience in the automotive industry, Rayne served in global executive roles for Delphi and TRW. As the remanufacturing industry faces a period of change driven by a number of disruptive forces, the address will review the automotive industry in the context of new and emerging technologies and the remanufacturing implications.

The presentation will focus on the short, medium and long-term risks and opportunities.

The seminar program available at Big R/ReMaTecUSA features many more speakers and topics.

Among others, the following industry experts will take the stage:

* Michael Haselkorn, “Additive Manufacturing and 3D Printing – Hype or Future of Remanufacturing”;

* Bob German, “Remanufacturing Mechatronics: Strategy and Practice”;

* Craig Van Batenburg, “The Connected Future of Cars”;

* Philip Falk, “Advanced Test Methods for Starters & Alternators and their Components”.

For the full program and all other speakers, visit the APRA website.

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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.
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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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