Federated Member Russell Mastroff Honored With Art Fisher Memorial Award

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Federated Member Russell Mastroff Honored With Art Fisher Memorial Award

Each year since 2005, an individual or individuals who exemplifies Art Fisher’s dedication to the membership, the group and the industry, has been recognized with the prestigious Art Fisher Memorial award, Federated’s highest member honor.

Counterman Staff
By Counterman Staff
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Corporate and Commercial Photography by Mark Skalny 1-888-658-3686 www.markskalny.com #MSP1207

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STAUNTON, Va. – Russell Mastroff, president and CEO of Cold Air Distributors Warehouse of Florida Inc., was honored with the Art Fisher Memorial Award, during the recent Federated Auto Parts national meeting in Phoenix, Arizona.

Each year since 2005, an individual or individuals that exemplifies Art Fisher’s dedication to the membership, the group and the industry, has been recognized with the prestigious Art Fisher Memorial award, Federated’s highest member honor.

“Art would be very proud of Russell and the job he is doing to grow his business and help lead Federated. He has brought many new ideas and approaches to the group to benefit our entire membership,” said Bo Fisher, chairman of Federated Auto Parts. “It is a pleasure working with such a generous, supportive and proactive member like Russell and a privilege to present him with this well-deserved award.”

Cold Air Distributors was founded in 1962 by Russell’s father Marvin Mastroff, who was also recognized with the Art Fisher Memorial Award posthumously in 2008. Russell has over 40 years of experience with Cold Air, from starting out stocking shelves to store management to serving as president and CEO since 1999. Today, Cold Air Distributors has grown to 17 locations with an 180,000 square-foot main warehouse and corporate office located in Ft. Pierce, Florida.

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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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