The Group's Larry Pavey, Standard Motor Products Among AWDA Award Winners

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The Group’s Larry Pavey, Standard Motor Products Among AWDA Award Winners

The Automotive Warehouse Distributors Association (AWDA), a community of the Auto Care Association, announced the winners of its 2018 Industry Awards during the opening general session of its 71st Annual Business and Education Conference in Las Vegas.

Counterman Staff
By Counterman Staff
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The Automotive Warehouse Distributors Association (AWDA), a community of the Auto Care Association, announced the winners of its 2018 Industry Awards during the opening general session of its 71st Annual Business and Education Conference in Las Vegas.

AWDA’s annual awards are given to four honorees who have demonstrated excellence in and made significant contributions to the automotive aftermarket industry.

Jack Creamer Leader of the Year Award

The Jack Creamer Leader of the Year Award went to Larry Pavey, CEO of the Automotive Parts Services Group and president of Federated Auto Parts.

The award goes to to an individual who has contributed in a unique and monumental way while employed in the auto care industry. Bill Maggs, AWDA’s 2017 Leader of the Year, presented the award. Maggs is president and CEO of National Pronto Association and co-CEO of the Automotive Parts Services Group and 1 Parts Global Aftermarket Services.

Martin Fromm Lifetime Achievement Award

The Martin Fromm Lifetime Achievement Award went to Greg Henslee, executive vice chairman of the board for O’Reilly Automotive.

The award goes to individuals who have distinguished themselves through their unselfish commitment to and high level of performance within the auto care industry throughout their career. Bobby Segal of Sanel NAPA, AWDA’s current chairman of the board of governors, presented the award.

Art Fisher Memorial Scholarship Award

The Art Fisher Memorial Scholarship Award went to Standard Motor Products (SMP).

The award goes to a company or individual in recognition of their leadership and commitment to education and training, either within their own organization or throughout the auto care industry. Mauro Cifelli, president and CEO of Vast Auto Distribution, presented the award.

Pursuit of Excellence Award

The Pursuit of Excellence Award went to Tom Seboldt, vice president, merchandise, at O’Reilly Auto Parts.

The award is given exclusively to AWDA member companies, or employees of those member companies, in the auto care industry, in recognition of excellence in business performance and the setting of high standards as an example for others to follow. Henry Slack, president of Slack Auto Parts, presented the award.

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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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