Vision Panel Discussion: Connecting The Aftermarket With The Connected Car

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Vision Panel Discussion: Connecting The Aftermarket With The Connected Car

AASA President Bill Long and distinguished panelists will discuss “Connecting the Aftermarket with the Connected Car,” the automotive aftermarket supplier’s role with advanced vehicles and how the diagnostics community will prepare for it.

Counterman Staff
By Counterman Staff
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AASA President Bill Long will moderate an examination by key thought leaders of where V2V is headed at the AASA Vision Conference set for Tuesday, April 5 through Thursday, April 7 at the Loews Chicago O’Hare Hotel, Rosemont, Ill.
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Long and the distinguished panelists will discuss “Connecting the Aftermarket with the Connected Car,” the automotive aftermarket supplier’s role with advanced vehicles and how the diagnostics community will prepare for it.

The panelists bring a wide range of experience and viewpoints to this discussion: Nat Beuse, associate administrator vehicle safety research, National Highway Traffic Safety Administration (NHTSA); Donny Seyfer, chairman, Automotive Service Association (ASA), operations manager, Seyfer Automotive Inc.; Xavier Mosquet, senior partner and automotive practice Americas leader, Boston Consulting Group; and David Williams, senior manager – marketing and strategic planning, DENSO.

The 2016 AASA Vision Conference also will include these speakers and presentations:

  • Equipped for the Road Ahead – AASA President Bill Long
  • Winning in the Aftermarket – Greg Johnson, O’Reilly
  • The Future of Consumer Mobility – Gary Silberg, KPMG
  • OEM View of Connected Vehicle Service – Mark Saxonberg, Toyota USA Inc.
  • What’s Next for Oil and Economy? – Jason Schenker, Prestige Economics LLC
  • Investor View of the Industry – Bret Jordan, Jefferies LLC
  • New Digital Business Models: Connecting Drivers, Vehicles, Shops and the Established Aftermarket: moderator: Chris Gardner, AASA; panelists Peter Yorke of Voyomotive; Rob Infantino of Openbay; Jon Owens of AutoMD
  • U.S. Business Support for Manufacturers – Marcus Jadotte, U.S. Department of Commerce (DOC) International Trade Administration (ITA)
  • Policy Priorities in the Digital World – Ann Wilson, MEMA

The conference will open with the Vision Experience / Welcome Reception on Tuesday, April 5 with leading members of the Automotive Warehouse Distributors Association (AWDA). The joint Conference session with AWDA will be held on the morning of Wednesday, April 6, and conclude with the AASA / AWDA networking luncheon. The conference will continue with afternoon sessions for suppliers and conclude with a networking reception.

Supplier-focused events at the 2016 AASA Vision Conference will continue on Thursday, April 7 with meetings of AASA councils: the Filter Manufacturers Council (FMC), the AASA Technology Council (ATC) and the AASA Marketing Executives Council (MEC)

Details about registration, the agenda, council meetings and hotel accommodations are available at www.aasavision.org

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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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