NACE | CARS Was Great! Of Course.

NACE | CARS Was Great! Of Course.

From a training perspective, the offerings were staggering. Each day had so many courses available it was difficult to decide which session to attend. There was truly something for everyone, writes Counterman Publisher S. Scott Shriber.

If you are reading this, you probably did not make it to

NACE | CARS this year in Anaheim. If you did, you know what I am going to say.  It was the best NACE | CARS I have been to in years. The number of exhibitors was the highest in many years. The training was unparalleled.

Let’s start with the exhibitors. It has been a long time since all the automobile manufacturers have been present. This year, they all had significant presences and staff on the show floor. This is a milestone for the industry. They create and build our vehicles. Who better to keep us up on recent technologies? (More on that later). In addition, the floor was full of innovation and technology. Everything from state-of-the-art repair items to technology and systems to make your business more efficient and profitable.

From a training perspective, the offerings were staggering. Each day had so many courses available it was difficult to decide which session to attend. There was truly something for everyone. From legislation to I-CAR repair classes, one person could not possibly catch them all. As I mentioned before, the OE involvement was very intense. In today’s world of sophisticated design and materials, they play an integral part of keeping those of us in the parts and repair space informed. Each day, the manufacturers had multiple sessions on their new technologies and techniques. This level of information is simply not available in any other one place.

Today, things are moving at a very fast pace. Change is inevitable and we must stay with it in our industry. Telematics, collision avoidance, legislation and vehicle sophistication are only a few of our hurdles to overcome in our businesses today. I for one am glad ASA is committed to bringing us events like NACE | CARS  to keep us all informed. 

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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.

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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