NGK Spark Plugs Appoints Brian Norko as Vice President of Aftermarket

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NGK Spark Plugs Appoints Brian Norko as Vice President of Aftermarket

In this role, Norko will expand his responsibilities, leading all growth initiatives within marketing, product management and category management, in addition to his current sales leadership role.

Counterman Staff
By Counterman Staff
Published:

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NGK Spark Plugs U.S.A recently announced several changes in its executive management team.

Mike Schwab, senior vice president of aftermarket, will assume a more global leadership role in developing targeted initiatives for the Pan-American, or “PAMA,” aftermarket regional headquarters, the company said.

The company has appointed Brian Norko as vice president of aftermarket sales and marketing. In this role, Norko will expand his responsibilities, leading all growth initiatives within the brand marketing, product management and category management functions in addition to his current sales leadership role.

Since joining NGK Spark Plugs in 2016 as the vice president of sales, Norko has implemented a more streamlined sales structure, re-aligning sales territories to allow for improved customer service and engagement. This includes added marketing and technical training support.

“2018 is a big year for NGK as we continue to expand our brand and product portfolios,” said Mike Schwab, senior vice president of aftermarket. “Under Brian’s strategic leadership, NGK is poised for growth and success.”

Before NGK Spark Plugs, Norko was the global director of business and product development at Federal-Mogul Corp. Norko has more than 29 years of experience in the aftermarket industry and is a member of the Automotive Sales Council. Norko has a Bachelor of Science degree in business administration from Aquinas College. He will continue to report to Schwab.

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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
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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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