Aftermarket Auto Parts Alliance Hosts 11th Information Technology Summit

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Aftermarket Auto Parts Alliance Hosts 11th Information Technology Summit

The focus of this year’s meeting was to improve communication throughout the supply chain.

Counterman Staff
By Counterman Staff
Published:

Auto Value and Bumper to Bumper hosted their Annual Information Technology Summit (IT Summit) at the Aftermarket Auto Parts Alliance headquarters in San Antonio this week. Attendees included the Alliance Headquarters Information Technology department and their supplier channel partner counterparts.

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John R. Washbish, president and CEO of the Aftermarket Auto Parts Alliance (right), addresses channel partner attendees during the Information Technology Summit.

The focus of this year’s meeting was to improve communication throughout the supply chain. Sixteen individuals representing TrakMotive, Robert Bosch LLC, Dorman Products, East Penn Manufacturing, Standard Motor Products, TYC/Genera Corp., UCX Calipers, Valvoline, Tenneco, Centric Parts, The Penray Companies Inc., Spectra Premium Industries Inc. and Heavy Duty America/Truck Pride were in attendance.

“This Summit allows us to showcase the latest tools in the Alliance Technology Suite. The gains we are making in responsive search technology and customer relationship management software keep us at the forefront of the industry,” said John Washbish, president and CEO of the Aftermarket Auto Parts Alliance. “Our channel partners play a vital role in the success of our dynamic technology suite. They provide us with compatible industry standard data, software and connectivity solutions that enhance our member offerings.”

During the event, personnel of the Alliance IT department briefed their channel partner colleagues about various solutions within the award-winning Alliance Technology Suite (ATS). Inventory optimization, CRM capabilities and eCommerce were the focal points of the summit. Suppliers learned how they can improve their inventory planning and improve fill rates by engaging with the Alliance Business Intelligence Solution and utilizing the Inventory Optimization Tool (IOT) and how they can increase sales by engaging with the Alliance’s eCommerce solution, MyPlace4Parts.

A highlight of the event was the presentation of the Alliance 2016 Outstanding Technology Partner award to GCommerce.

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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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