Federated Members Honored For Excellence

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Federated Members Honored For Excellence

Each member received their honor during the recent Federated Auto Parts national meeting.

Counterman Staff
By Counterman Staff
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From left, David Burke, Keystone Automotive and Sue Godschalk, Federated Auto Parts
From left, David Burke, Keystone Automotive and Sue Godschalk, Federated Auto Parts

 

STAUNTON, Va. – Three Federated members have been recognized for exceptional performance and commitment to select Federated programs, according to Rusty Bishop, CEO of Federated Auto Parts. Each member received their honor during the recent Federated Auto Parts national meeting.

Keystone Automotive, headquartered in Exeter, Pennsylvania, was presented with the Federated Co-Man Member of the Year award. David Burke accepted the award on behalf of Keystone. This annual award is presented to a member that has shown outstanding support of the member-owned Federated Co-Man warehouse operation and its programs.

Arnold Oil Company of Austin, Texas received the Federated Car Care Excellence award. This award honors a Federated member that has excelled at implementing the Federated Car Care Center program and has demonstrated an outstanding commitment to Federated service provider customers. Jim Arnold accepted the award on behalf of Arnold Oil.

A new award introduced this year, the Federated National Accounts award, was presented to John Berrodin of the Berrodin Parts Warehouse, based in Drexel Hill, Pennsylvania. This top award recognizes a Federated member for excellence in serving national accounts customers.

“Co-Man, Car Care and National Accounts are among the key programs that help make Federated stand out in the marketplace, so it is our distinct honor to recognize three outstanding members with these special awards,” said Bishop. “We congratulate Keystone, Arnold Oil and Berrodin and thank them for their dedication to making Federated and its programs highly successful.”

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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.
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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