Dorman Products Wins 2015 People’s Choice Award From The Aftermarket Auto Parts Alliance

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Awards

Dorman Products Wins 2015 People’s Choice Award From The Aftermarket Auto Parts Alliance

This award, announced earlier this month at the Alliance Winter Meeting, reflected votes from more than 3,500 service technicians and jobbers who attended AAPEX this year as part of the Aftermarket Jackpot Program for Auto Value / Bumper-to-Bumper members.

Counterman Staff
By Counterman Staff
Published:
Dorman People's Choice
From Left: Megan Hastings, marketing and training specialist – Aftermarket Auto Parts Alliance Inc.; Doug Arnold, vice president of traditional sales – Dorman Products Inc.; Steven Berman, chairman of the board – Dorman Products Inc.; Jeff Darby, senior vice president of sales and marketing – Dorman Products Inc.; Matt Barton, president & CEO – Dorman Products Inc.; Fletcher Lord Jr., chairman – Aftermarket Auto Parts Alliance Inc.

COLMAR, Pa. — Dorman Products Inc. is proud to announce its selection as the 2015 Aftermarket Auto Parts Alliance People’s Choice Award winner. This award, announced earlier this month at the Alliance Winter Meeting, reflected votes from more than 3,500 service technicians and jobbers who attended AAPEX this year as part of the Aftermarket Jackpot Program for Auto Value / Bumper-to-Bumper members.

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Dorman’s selection by the Alliance members visiting AAPEX was the result of its best-in-class blend of booth exhibits, new product opportunities, knowledgeable booth staffers and overall booth experience. “Each year, we are excited to highlight Dorman’s latest new-to-the-Aftermarket parts in our AAPEX booth,” said Matt Barton, Dorman’s President and CEO. “Alliance members visiting our booth reacted positively to Dorman’s newest part introductions, and our team was energized by the opportunity to discuss our innovative product development approach directly with them. We’d like to thank all Alliance members as well as their jobber and installer partners for the recognition and their continued support”

Visitors to Dorman’s 2015 AAPEX booth had the opportunity to learn the latest about leading categories from Dorman, such as: VVT Technology Solutions, hybrid batteries, suspension compressors, complex electronics, smart modules and motors, and growing lines of formerly “dealer only” diesel and engine management parts.

In case you missed the AAPEX show, information on all of Dorman’s products is available on www.DormanProducts.com, via Dorman’s Facebook page, or by signing up for product alerts from Dorman’s Be-The-First-To-Know Program at www.DormanProducts.com/Signup.

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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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