IHS Automotive And Auto Care Association Partner On Industry Analysis Webinar Series

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IHS Automotive And Auto Care Association Partner On Industry Analysis Webinar Series

Each webinar will be presented by an IHS Automotive industry expert. The first webinar will be presented by Michael Robinet, managing director of automotive advisory services, IHS Automotive, on Tuesday, June 28, at 2 p.m. ET.

Counterman Staff
By Counterman Staff
Published:

Auto Care Association

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BETHESDA, Md. – The Auto Care Association and IHS Automotive, a leading source of information and insight into critical areas that shape the automotive aftermarket, have partnered to present a new Industry Analysis Webinar Series featuring experts on key issues currently facing the industry. Each webinar will be presented by an IHS Automotive industry expert. The first webinar will be presented by Michael Robinet, managing director of automotive advisory services, IHS Automotive, on Tuesday, June 28, at 2 p.m. ET.

Robinet will be presenting, “A Decade of Change – Lightweighting the Key to Compliance.” Emissions standards in the U.S. (i.e., U.S. CAFE Fuel Economy and GHG standards) and around the world are driving OEMs and suppliers to strive for increased vehicle efficiency in the form of more efficient powertrains, reduced mass and increased aerodynamics through the use of lighter materials and electrification. In this webinar, Robinet will discuss the challenges facing both the OE and aftermarket industries and the various solutions OEMs and suppliers are implementing.

The Industry Analysis Webinar Series will include six webinars, scheduled from June through December 2016. Future webinar topics include information on consumers and the connected car, global forecasting and strategic planning, and auto care industry trends including powertrain and commercial vehicle. 

There is no fee to attend, but attendees are encouraged to register early due to limited availability at http://bit.ly/IHSWebinarEmissions. The webinars are open to Auto Care Association members. For more information, visit www.autocare.org/industry-analysis-webinars.

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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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