Auto Care Association Hosts Upcoming Teleforum On 2018's Top Business Challenges In The Auto Care Industry

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Auto Care Association Hosts Upcoming Teleforum On 2018’s Top Business Challenges In The Auto Care Industry

Moderated by Richard Schwartz, managing partner, Schwartz Advisors, the teleforum will feature a panel of auto care industry experts, including Corey Bartlett, MAAP, president and CEO, Automotive Parts Headquarters.

Mark Phillips
By Mark Phillips
Published:

The Auto Care Association Manufacturers’ Rep Council announced the first in a series of teleforums in 2018 designed to enable all members of the association to take their businesses to the next level in the New Year. The one-hour discussion, titled, “Top Business Challenges for 2018 in the Auto Care Industry,” will take place on Friday, Jan. 26, 2018 at 1 p.m. ET.

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Moderated by Richard Schwartz, managing partner, Schwartz Advisors, the teleforum will feature a panel of auto care industry experts, including:

  • Corey Bartlett, MAAP, president and CEO, Automotive Parts Headquarters, Inc.
  • Bruce Tartaglione, AAP, senior vice president, global marketing and sales, Airtex/ASC
  • Dan Griffin, senior director, global aftermarket, sales engineering, finance, Dana Incorporated

With the U.S. auto care industry’s current growth and projected value to reach $421.2 billion by 2020, there are a host of considerations for aftermarket professionals to continue this growth. The teleforum will share key takeaways on the 2018 business climate in the auto care industry, the current state of the independent installer, e-commerce versus brick-and-mortar retail, industry consolidation, parts proliferation and more.

For more information about the “Top Business Challenges for 2018 in the Auto Care Industry” teleforum and to sign up today, click here or contact Lia Zegeye at [email protected].

Can’t attend live? Register now, and attendees will receive a link to the full recording via email once the teleforum has concluded.

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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.
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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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