University Of The Aftermarket Foundation Announces Officers, Trustees For 2016

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University Of The Aftermarket Foundation Announces Officers, Trustees For 2016

An official confirmation vote was held during the recent University of the Aftermarket Foundation annual board of trustees meeting.

Counterman Staff
By Counterman Staff
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BETHESDA, Md. — The University of the Aftermarket Foundation board of trustees has elected its officers for fiscal year 2016. An official confirmation vote was held during the recent University of the Aftermarket Foundation annual board of trustees meeting. The new slate of officers are:

  • Chairman – Tim Lee, MAAP, president, Lang Distributing
  • Vice Chairman – John R. Washbish, MAAP president and CEO, Aftermarket Auto Parts Alliance
  • Vice Chairman – Kathleen Schmatz, MAAP, president and CEO, Auto Care Association
  • Secretary – Larry Pavey, president, Federated Auto Parts
  • Treasurer – Bill Maggs, MAAP, CEO, National Pronto Association

The following individuals will serve on the University of the Aftermarket Foundation board of trustees in the coming year:

  • Bill Babcox, Babcox Media Inc.
  • Bobby Bloom, Bosch – Aftermarket Division
  • Jim Buzzard, AAP, The Clay Buzzard Family
  • Michael Cardone III, Cardone Industries
  • Jeff Darby, Dorman Products, Inc.
  • Bob Egan, MAAP, Federal-Mogul Motorparts
  • Cliff Hovis, Hovis Auto & Truck Supply
  • Bill Long, AAP, Automotive Aftermarket Suppliers Association
  • Dave McColley, Wix Global Filtration/Affinia Group, Inc.
  • David O’Reilly, The O’Reilly and Wooten Families
  • Joe Pomaranski, MAAP, Tenneco Automotive
  • Robert Raff, MAAP, The Bob and Margie Raff Family
  • Ed Rammel, MAAP, Dayco Products LLC
  • Jack Ramsey, AAP, Gates Corporation
  • Robert Sanford, ACDelco
  • Mort Schwartz, MAAP, Schwartz Advisors
  • David Segal, MAAP, Automotive Supply Associates, Inc.
  • Eric Sills, AAP, Standard Motor Products Inc.
  • Scott Thompson, Epicor Software Corporation

As previously announced, the reigning “Jack Creamer Leader of the Year” award recipient, Larry Sills of Standard Motor Products, has been appointed to serve a one-year term, filling the lifetime trustee seat in Creamer’s name.

Rusty Bishop, AAP, will continue as chairman’s advisor and several more will serve as members of the board of trustees in a variety of support roles: Barbara Cunningham; George Keeley; Ken Marker; Susan Medick, CPA, MAAP; Larry Northup, AAP; Margo Shepard and Jennifer Tio.

For information about the University of the Aftermarket Foundation, email Barbara Cunningham at [email protected]. The foundation is a 501(c) 3 not-for-profit organization and all contributions are tax deductible to the extent provided by law. To learn more about scholarships funded by the University of the Aftermarket Foundation, and to apply online, visit http://www.automotivescholarships.com.

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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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