Industry Leaders Explore International Aftermarket Opportunities at 2019 AASA Global Summit

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Industry Leaders Explore International Aftermarket Opportunities at 2019 AASA Global Summit

The agenda for the 2019 Global Summit focused on growth opportunities in Latin America, China and the Middle East.

Counterman Staff
By Counterman Staff
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More than 100 aftermarket professionals from a dozen countries gathered in Coral Gables, Florida, to explore opportunities in the global automotive aftermarket at the Global Summit, presented by the Automotive Aftermarket Suppliers Association (AASA) and the Overseas Automotive Council (OAC).

“Since 1923, our Overseas Automotive Council has gathered to promote growth in international markets. Our second annual Global Summit focused on the international aftermarket, drawing participants from Canada, Colombia, Guatemala, Mexico, Puerto Rico, United Arab Emirates and others,” AASA President and COO Bill Long said. “Attendees praised the quality and depth of speakers and presentations and rated the AASA and OAC event as a highly valuable and relevant.”

The agenda for the 2019 Global Summit focused on growth opportunities in Latin America, China and the Middle East, explained Paul McCarthy, AASA executive vice president.

“In addition, participants left our conference with insights about the global aftermarket outlook and how the current trade and tariff landscape will impact their aftermarket business,” McCarthy said. “We learned the global aftermarket presents significant growth opportunities: Over the next couple of decades, growth rates in the global aftermarket are likely to exceed growth rates in light-vehicle sales.”

In addition to McCarthy, speakers at the Summit included:

  • David Barbeau, CEO, Barbeau Consulting
  • Gazi Bilikozen, show director, Automechanika Dubai, Jeddah, Riyadh
  • Jack Garcia, director, J.M. Garcia
  • Miguel Garcia, general manager Latin America, Federal Mogul Motorparts
  • Caroline Perrotta, manager, operations, Intraco Corp.
  • John Price, managing director, Americas Market Intelligence
  • Jose R. Sera, vice president sales – LATAM, Gates Corp.
  • Norm Young, operating principle, Industrial Opportunity Partners
  • Ann Wilson, senior vice president, government affairs, MEMA

The next AASA Global Summit presented by OAC is set for Feb. 6-7, 2020, at the Hyatt Regency Coral Gables in Coral Gables, Florida. Program details will be announced later this year on the AASA events web page.

2019 AASA Global Summit sponsors were Aftermarket International, Automechanika Dubai, J.M. Garcia, Latin Parts Expo and WHI. For information about promotional opportunities at the 2020 event, contact Ben Brucato, AASA senior director of membership – sponsorship programs and member services.

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Customer service should be your number one priority, and it all starts with the greeting.

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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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