Don’t Forget to Torque Down

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Counterman has been serving auto parts jobbers, retailers and distributors since 1983.
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Don’t Forget to Torque Down

Counterman Staff
By Counterman Staff
Published:

I just received the latest copy of Counterman. I was very surprised when I finished reading the article titled “The Perfect Brake Job” in the Technical Training Series insert.

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I have been working on cars since I was about eight. As I was reading the article I noticed that each paragraph regarding the diagnosis of noisy or pulsating brakes became more and more complicated. The company I work for does not do any service work. But, one thing that I have always spoken to customers with brake complaints about is that they should always torque down the lug nuts when putting things back together.

Failing to torque down the lugs nuts is tantamount to installing a head with an impact wrench. As your article read, the technology in the pads and rotors today is very complex as to dissipate heat evenly and efficiently. I use good quality pads and rotors and I have never had anyone complain of noise or vibration. If you want to install a $10 set of pads and rotors that cost $12.50 each, make sure you sell them a pair of tin snips so they can cut a hole through the floor and pull a Fred Flintstone.

With all this being said, I truly enjoy your magazine and learn something every time I open it.

Gene McCarthy, Rochester, NH

EVERYTHING’S A FACTOR

Counterman should be required reading for every sales manager and above in every aftermarket parts supplier in the country. As I have said multiple times, quality, availability and knowledgeable service are expected and are generally provided by the parts suppliers in the aftermarket.

Yet, these are always the first on the list when you hear from sales that the latest survey proves that price is not a factor. Trust me in this: Everything is a factor. You may have the first three packaged up and tied with a ribbon but your competition is working equally as hard and if their price allows “your” customer to be more competitive or perhaps put a few more dollars to the bottom line, you are dead in the water.

Glen “Chip” Wood, Independent Amsoil Dealer, Ashford, AL

THUMBS UP ON ELECTRONIC CATALOGS

I completely agree with Jon Owens on electronic cataloging (Publisher’s Perspective, December 2007). Remy would love nothing more than to stop printing paper catalogs. In fact, we are working diligently with our customers to do just that. We are making our entire catalog available via our Web site for end-users as well as professional mechanics.

Unfortunately, today we are still printing thousands of paper catalogs, as we have not been successful in migrating all of our customers to electronic.

Thanks for your support on an important issue.

Phil Henderson, Vice President, Marketing & Category Management, Electrical Aftermarket, Remy International, Winchester, VA

Jon Owens’ plan to end all catalogs and price sheets to the jobbers by 2009 is an excellent idea. Why didn’t we think of this sooner?

Roger Vreeland, Don & Len’s Auto Parts, East Bangor, PA

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Auto Industry

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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