NPD: Growth Streak Continues For The Automotive Aftermarket

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NPD: Growth Streak Continues For The Automotive Aftermarket

According to David Portalatin, executive director, automotive aftermarket industry analyst, key indicators such as miles driven and good weather trends are keeping the industry on its upward climb.

Counterman Staff
By Counterman Staff
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New analysis from NPD Group shows that the automotive aftermarket is continuing its current growth streak. According to David Portalatin, executive director, automotive aftermarket industry analyst, key indicators such as miles driven and good weather trends are keeping the industry on its upward climb.

“Looking at the automotive aftermarket industry, the overriding fundamentals remain: people are driving more, the weather is favorable for maintenance and appearance and the industry has experienced dollar growth for each month of 2015 thus far. Whether it is an aging vehicle or brand new car, the categories supported by these vehicle segments are experiencing strong growth*,” Portalatin wrote in his most recent report.

Old Car

Dollar sales of performance chemicals, a category traditionally driven by aging vehicle maintenance, grew 6 percent in August. Complete fuel system cleaners grew 8 percent – a major contrast to what has been seen over the past year, NPD says. Other top growing segments include power steering fluid, oil stabilizers and brake cleaners, which contributed a combined $1.2 million in growth to the category.

New Car

Unit sales reached 17.5 million for new cars in the 12 months ending August 2015**, the highest level since 2005, which could be driving growth in the appearance chemicals category (+5 percent). This category includes scratch removers (+18 percent), detailers (+15 percent), carpet/fabric care (+13 percent), and protectants (+5 percent).

Clean Car

Up 12 percent, the air fresheners category ranked No. 1 for dollar volume growth in August, according to NPD research. Vent/clip-on fresheners grew 21 percent and contributed the bulk of the dollar growth.

Cool Car

Items within the refrigerants and accessories category were heavily promoted all summer. The category overall experienced an 11 percent lift in dollar sales. In particular, A/C charging kits grew 12 percent and contributed nearly half of the total dollar volume gains for the category in August.

“Old, new, clean, cool … Regardless of what phase your vehicle is in, a positive story continues to be told for various automotive aftermarket categories,” Portalatin wrote.

*Source: The NPD Group, Inc. / Retail Tracking Service, 4 weeks ending Aug. 29, 2015 versus same weeks in 2014

**International Business Times: ‘August 2015 US New Auto Sales: Americans Shrug At Global Market Volatility, Buy Cars At The Highest Pace In A Decade’

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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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