Brent Windom Lays Out Future Plans For Auto Plus, Pep Boys

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Brent Windom Lays Out Future Plans For Auto Plus, Pep Boys

A packed Venetian Hotel ballroom heard a passionate Windom set the tone for the future. "The key really is about your people. They're the biggest asset we have," he said. "Our future has never been brighter."

Mark Phillips
By Mark Phillips
Published:
auto-plus-bbb-300x200
Brent Windom, at left, with BBB Industries, winners of the Diamond Award from Auto Plus.

Brent Windom, president and CEO of Auto Plus and Pep Boys, outlined the companies’ plans for growth during the companies’ Manufacturer Partnership Awards prior to the start of AAPEX last week.

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A packed Venetian Hotel ballroom heard a passionate Windom set the tone for the future. “The key really is about your people. They’re the biggest asset we have,” he said. “Our future has never been brighter.”

“Our growth strategies will be across all lines of business,” said Windom, adding that Auto Plus Commercial has added tires, and that Pep Boys is accelerating its Fleet Services business.

The companies have done a lot in the last five months, he said. “What’s really more exciting is the things we’re going to do… We want to be first choice. We don’t want to be second pick. We know we have to be experts at what we do.”

Windom also announced the companies’ 2017 Leadership Convention, set for June 5-7, 2017, in Orlando, Fla. Auto Plus and Pep Boys also awarded vendor partners in several categories for the work they do for Auto Plus and Pep Boys:

Meguiar’s Inc
Excellence in Product Innovation and Creation of New Product Categories
Federal-Mogul Motorparts

Top Performing Manufacturer in Sales Growth
Standard Motor Products
Michelin

Top Performing Manufacturer in Technical Training
Ford Motorcraft
Motorcar Parts of America

Top Performing Manufacturer in Product Management
Dorman Products
Johnson Controls

Excellence in Marketing and Communication
Tenneco
Pennzoil, Shell Oil Co.

Diamond Award
Excellence in Customer Support, Sales Strategies, Fill Rate, Marketing Campaigns and Service
BBB Industries
Pennzoil, Shell Oil Co.

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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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