We Must Stay Nimble In The Automotive Aftermarket

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Counterman has been serving auto parts jobbers, retailers and distributors since 1983.
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We Must Stay Nimble In The Automotive Aftermarket

E-tailing has long been considered one segment of the market. This year, a new segment of the market is emerging, being called the "marketplace." eBay and Amazon are the prime examples of this segment.

Counterman Staff
By Counterman Staff
Published:

014 Automotive Aftermarket Suppliers Association (AASA) Vision Conference in Charlotte, N.C. Vision is an interesting event that draws senior-level individuals from the automotive aftermarket to review trends and issues the industry is or will be facing. It is hosted by the AASA organization for its members and sponsored by the majority of suppliers in the aftermarket.

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This year’s conference focused on the unprecedented amount of change happening in our market today. The first group of speakers focused on the parallels between business and the auto racing industry. Auto racing is an environment of constant change, always striving for a better, faster way of doing things. This message was further emphasized by the venue, the NASCAR Hall of Fame.

This presentation was followed up by a session on winning in an emerging market. For several years, the digital market has been growing and changing. The market has started to reveal several different segments. E-tailing has long been considered one segment of the market. This year, a new segment of the market is emerging, being called the “marketplace.” eBay and Amazon are the prime examples of this segment. The message here is that people who are winning at the digital game are participating in both. Customers are in both marketplaces and in order to maximize sales, you need to be available in both places.

Dan Risley of the Automotive Service Association (ASA) tackled the topic of the needs of tomorrow’s independent repair shop. The way repair institutions go to market is changing very dramatically. If the supply chain is going to continue to supply them with the needed parts, distribution will need to change with them.

What event today would be complete without a discussion on telematics and the connected car? Several discussions during Vision dealt with this topic. Of course, there are data privacy issues to be dealt with, but rest assured, this technology is here and moving forward very quickly. My advice to you is to get in on it now, before your competitor has their OBDII device installed in your customers’ vehicles. It is going to change the way we all go to market.

All this change can be a very scary thing if you resist or try to anticipate several steps ahead. In business, our success is greatly affected by how we navigate and implement changes in the market. We must stay nimble and able to capitalize on variations in the market. Those who do not change will sadly be left behind.

Let’s look forward to tomorrow and the opportunities it will bring.

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Auto Industry

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.
Published:

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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