Auto Care Association Unveils State Of Auto Care Report

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Auto Care Association Unveils First-Ever State Of The Auto Care Industry Report At Inaugural Industry Forum In Washington

The State of the Auto Care Industry Forum was attended by policymakers, automotive-related trade association leaders, financial experts and media.

Counterman Staff
By Counterman Staff
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Auto Care Association

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BETHESDA, Md. — The Auto Care Association unveiled its first-ever annual State of the Auto Care Industry Report April 28 at the inaugural State of the Auto Care Industry Forum at the U.S. Chamber of Commerce in Washington, D.C. Marcus Jadotte, Assistant Secretary of Commerce for Industry and Analysis for the International Trade Administration, U.S. Department of Commerce, was the keynote speaker and was joined by VIP presenters from Google, UPS, AAA and IHS Automotive, and NASCAR driver and team owner, Michael Waltrip.

“The overwhelming feedback from attendees and participants at the forum about the valuable content of the report, and the high quality and insightful presentations by the industry thought leaders, makes a very strong case for the State of the Auto Care Industry Forum to truly become an annual event,” said Kathleen Schmatz, president and CEO, Auto Care Association.

The forum was attended by policymakers and regulators, automotive-related trade association leaders, business and financial experts and media.

Preceding the forum were two key events designed to promote the auto care industry including a Congressional briefing hosted by Rep. Robert Pittenger, R-N.C. at the Cannon House Office Building, and a Congressional reception, hosted by the association at the Rayburn House Office Building. Two-time Daytona 500 winner Michael Waltrip was a featured speaker at the briefing and was the special guest at the reception, where he took photos with hill staffers and guests and signed autographs. More than 250 people attended the reception.

Click here to view the State of the Auto Care Industry Report.

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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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