Australian Automotive Aftermarket Association Signs Cooperation Agreement With Auto Care Association

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Australian Automotive Aftermarket Association Signs Cooperation Agreement With Auto Care Association

Counterman Staff
By Counterman Staff
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AAAA Executive Director Stuart Charity and Auto Care Association President and CEO Kathleen Schmatz signed a memorandum of understanding (MOU) at the Australian industry pavilion during Automechanika 2014, held recently in Frankfurt, Germany.

 

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SYDNEY – The Australian Automotive Aftermarket Association (AAAA) recently formalized a long-standing cooperative relationship with the Auto Care Association based here in the U.S.

AAAA Executive Director Stuart Charity and Auto Care Association President and CEO Kathleen Schmatz signed a memorandum of understanding (MOU) at the Australian industry pavilion during Automechanika 2014, held recently in Frankfurt, Germany.

Charity said this MOU formalizes the already strong relationship between the AAAA and the Auto Care Association. “Our members will benefit through improved access to market research, education and technology initiatives by the highly professional team at the Auto Care Association,” said Charity. “In addition, the MOU will deliver streamlined registration to the premier aftermarket products exhibition in the USA – the Automotive Aftermarket Products Expo (AAPEX), to be held in Las Vegas from 4 to 7 November 2014.

“Our entire industry will benefit from the information sharing and support we receive from the Auto Care Association. Our close relationship has been valuable for the AAAA industry advocacy activities covering vehicle data sharing, warranties, telematics and the connected car. The automotive industry is global. It is essential that industry associations around the world work collaboratively to ensure a continuing bright future for the aftermarket sector,” said Charity.

“The Auto Care Association has maintained a strong working relationship with our colleagues at the AAAA for many years,” added Schmatz. “This MOU exemplifies our mutual respect and support for each other and the power of collaboration in dealing with those business tailwinds and headwinds facing our respective members, regardless of where we operate around the world.”

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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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