East Penn, Retired WORLDPAC Execs Among Northwood's 2014 Outstanding Business Leaders

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East Penn, Retired WORLDPAC Execs Among Northwood’s 2014 Outstanding Business Leaders

Counterman Staff
By Counterman Staff
Published:
Northwood University annually recognizes a select group of men and women for their business achievements and for their support and exemplary leadership of the communities in which they live and work. These individuals serve as role models for Northwood University students, all of whom are engaged in the study of business management and who aspire to successful careers.

 

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PALM BEACH, Fla. – Northwood University will recognize eight nationally known business leaders at its 34th Annual Outstanding Business Leader (OBL) Awards on Feb. 1, 2014, at The Breakers, Palm Beach, Fla.

The eight honorees in the Class of 2014 are:

Lisa Copeland
Managing Partner, Fiat of Austin
Austin, Texas

Richard DeVos, Jr. (’81)
President, The Windquest Group/ Retired President, Alticor
Grand Rapids, Mich.

J Ferron
Chairman Emeritus, Northwood University Board of Trustees
Director, Crain Communications Inc./Automotive News
Bloomfield Hills, Mich.

Richard J. Garber (’78)
President, Garber Management Group
Saginaw, Mich.

David H. Gilmour
Founder, FIJI Water/The Wakaya Club and Spa
Palm Beach, Fla.

Jonathan Hage
President & CEO, Charter Schools, USA
Fort Lauderdale, Fla.

Daniel R. Langdon
President, East Penn Manufacturing
Lyon Station, Pa.

Thomas F. O’Hare
President & CEO (retired), WORLDPAC
Newark, Calif.

Northwood University annually recognizes a select group of men and women for their business achievements and for their support and exemplary leadership of the communities in which they live and work. These individuals serve as role models for Northwood University students, all of whom are engaged in the study of business management and who aspire to successful careers. In the 34 years since the program’s founding, more than 300 business leaders from more than 30 states and several countries, representing dozens of industries and fields of business expertise, have received the Outstanding Business Leader Award.

The gala is open to the public. Tickets are $375 per person. On Friday, Jan. 31, the day preceding the gala presentations, Northwood University students will ask questions of the OBL Class of 2014 at an afternoon forum held at Northwood University Florida from 2:30 to 4 p.m. The forum provides the opportunity for honorees to share anecdotes relating to the obstacles and challenges they encountered while on their personal road to business success, as well as remedies relating to how they overcame them.

 

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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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