AASA Announces 2014 Technology Conference: 'Connecting Through Technology'

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AASA Announces 2014 Technology Conference: ‘Connecting Through Technology’

To assist innovative aftermarket professionals in embracing new opportunities through technology, the Automotive Aftermarket Suppliers Association (AASA) will present the 2014 Technology Conference, hosted by the AASA Technology Council (ATC) Sunday, Oct. 5, through Tuesday, Oct. 7, in Marco Island, Fla.

Counterman Staff
By Counterman Staff
Published:

RESEARCH TRIANGLE PARK, N.C. – New and emerging technologies are changing the landscape of the automotive aftermarket and are crossing multiple business disciplines in the industry today – marketing, strategic planning, information services and systems, cataloging and much more. To assist innovative aftermarket professionals in embracing new opportunities through technology, the Automotive Aftermarket Suppliers Association (AASA) will present the 2014 Technology Conference, hosted by the AASA Technology Council (ATC) Sunday, Oct. 5, through Tuesday, Oct. 7, in Marco Island, Fla.
 
“Technology has enormous potential in the aftermarket, offering significant opportunities for those companies that embrace it and its stronger connection to end-customers,” said Bill Long, AASA president and chief operating officer. “The competitive advantage of technology depends on aftermarket professionals’ ability to respond to change, so the 2014 Technology Conference is the vital part of AASA’s mission to advance the business interests of automotive aftermarket suppliers.”
 
“The ATC opened the dialogue with marketing professionals at its 2013 Conference and made important strides toward bringing aftermarket marketing and technology professionals together,” said Lisa Henkel, CRM/end market development manager, Gates Corp., and chairperson of the ATC Board of Governors. “The ATC will host the 2014 Technology Conference to reflect our commitment to continuing the technology dialogue among the Council’s members and a wide audience of aftermarket professionals.”
 
“Through the important conversations, meetings and networking held at the ATC Fall Conference in 2013, members of the AASA Marketing Executives Council (MEC) realized the value in better alignment with their technology colleagues on the most effective use of data and technology to better satisfy customers’ needs,” commented Don McEntee, vice president, marketing, SKF, and chairperson of the MEC. “We look forward to joining our ATC colleagues at the 2014 Technology Conference for a deeper dive into issues and emerging technology trends that will transform the aftermarket.”
 
The AASA Technology Conference agenda is designed to meet the needs of automotive aftermarket supplier professionals. From the keynote addresses by top aftermarket channel partners to the “Member Spotlight” presentations from AASA members, the AASA Technology Conference is the only annual event in the aftermarket focused on technology from the perspective of suppliers. Aftermarket professionals who are responsible for their company’s customer service, business support, e-commerce, information services, cataloging, forecasting, supply chain, EDI, IT/IS and Web services – as well as sales, marketing and business development – are encouraged to register and make room reservations as soon as possible.
 
More information about AASA Technology Conference 2014, including hotel accommodations and event registration, are available at www.aasatechnology.org. The ATC has reserved a room block for the event; attendees should reserve rooms here no later than Friday, Sept. 12 for guaranteed rates and room availability.
 

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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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