AAPEX Reports Increase In Number Of Independent Repair Garages Registered For 2014 AAIW

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AAPEX Reports Increase In Number Of Independent Repair Garages Registered For 2014 AAIW

Counterman Staff
By Counterman Staff
Published:
As of Oct. 11, the number of independent repair garage owners and managers registered for the 2014 Automotive Aftermarket Industry Week (AAIW) – made up of the Automotive Aftermarket Products Expo (AAPEX) and the SEMA Show – was up nearly 9 percent compared to 2013.

 

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LAS VEGAS – As of Oct. 11, the number of independent repair garage owners and managers registered for the 2014 Automotive Aftermarket Industry Week (AAIW) – made up of the Automotive Aftermarket Products Expo (AAPEX) and the SEMA Show – was up nearly 9 percent compared to 2013, according to show organizers.

AAPEX co-sponsors – the Auto Care Association and the Automotive Aftermarket Suppliers Association (AASA), the light vehicle aftermarket division of the Motor & Equipment Manufacturers Association (MEMA) – say they attribute the growth in part to the all-new Service Professionals Program set to debut at the 2014 AAPEX. The free program, sponsored by MAHLE Service Solutions, will provide customized AAPEXedusessions to address service professionals’ biggest pain points, a Recruiting and Retaining Conference, facilitated roundtable discussions, in-booth auto parts and tool and equipment demonstrations <> exclusively for service professionals, a new General Session featuring keynote speaker Steve Forbes and the National Automotive Service Task Force (NASTF) Fall 2014 General Meeting. The AVI Training Conference also is part of the Service Professionals Program; however, separate registration and a fee are required to participate in the conference.

AAPEX takes place Nov. 4-6 at the Sands Expo Center in Las Vegas, with AAPEXedu sessions starting on Monday, Nov. 3.

AAPEX organizers also are reporting that many AAPEXedu sessions for service professionals are near capacity. Based on registrations thus far, sessions garnering the interest of service professionals include: “The Secrets of Social Media Marketing Success,” “How to Build an Online Marketing Machine,” “Brand Building for Your Future,” “Ready, Blame, Fire! Myths and Misses in Marketing,” “Motivating the Millennials” and “The 2015 Aftermarket Outlook.”

To register for AAPEX, visit: www.aapexshow.com.

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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.
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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