Auto Care Association, IHS Markit Announce Second Webinar In Industry Analysis Webinar Series

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Auto Care Association, IHS Markit Announce Second Webinar In Industry Analysis Webinar Series

The second webinar, “The Connected Car 2016 – Electronics and Software Impacting the Service Car Industry,” will be presented by Colin Bird, IHS senior automotive analyst, IHS Markit, on Wednesday, Aug. 17, at 2 p.m. ET.

Counterman Staff
By Counterman Staff
Published:

Auto Care AssociationBETHESDA, Md. – The Auto Care Association and IHS Markit have announced the second webinar in an Industry Analysis Webinar Series featuring experts on key issues currently facing the industry. The second webinar, “The Connected Car 2016 – Electronics and Software Impacting the Service Car Industry,” will be presented by Colin Bird, IHS senior automotive analyst, IHS Markit, on Wednesday, Aug. 17, at 2 p.m. ET.

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Electronics and software in a modern vehicle now accounts for nearly 50 percent of the vehicle’s value, according to IHS Markit. Connected cars have also gradually become a larger share of cars sold in every region of the world. This webinar will cover how these developments may impact the vehicle service and repair industry, or the do-it-for-me industry, by forcing more customers into specific channels, such as franchised car dealers, who may be the only channel equipped with the tools and expertise to service these types of vehicle software. Bird will also shed light on consumer desirability of specific telematics, infotainment, comfort and safety features, desired telematics services and concerns with the idea of self-driving cars.

There is no fee to attend, but attendees are encouraged to register early due to limited availability at http://bit.ly/IHSWebinarConnected. 

The Industry Analysis Webinar Series will include five webinars, scheduled from June through December 2016. Each webinar will be presented by an IHS Markit industry expert. Future webinar topics include global forecasting and strategic planning, and auto care industry trends including commercial vehicles. 

For more information, visit www.autocare.org/industry-analysis-webinars

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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.

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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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