Ford Professional Service Network Announces New Rewards, Benefits

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Ford Professional Service Network Announces New Rewards, Benefits

Enhanced for 2019, the Ford Professional Service Network (PSN) now will offer a new level of rewards for Ford Parts, Motorcraft and Omnicraft customers and their businesses, all at no cost to the installer.

Josh Cable
By Josh Cable
Josh Cable is the editor of Counterman and ShopOwner. He joined Babcox Media in January 2017, and has been working in the field of journalism since 1999.
Published:

Ford Customer Service Division (FCSD) recently announced changes to its wholesale-parts program for independent repair facilities.

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Enhanced for 2019, the Ford Professional Service Network (PSN) now will offer a new level of rewards for Ford Parts, Motorcraft and Omnicraft customers and their businesses, all at no cost to the installer.

“We regularly speak with our independent-repair-facility customers to learn more about their business, challenges, expectations and support needs. As part of our ongoing efforts to tailor our program to address those issues, we wanted to find more ways to say ‘thanks’ for our customers’ loyalty to Ford, Motorcraft and Omnicraft parts,” said Reed Van Tiem, Ford PSN marketing manager. “We are thrilled to offer even more exciting and valuable rewards to come from the Ford Professional Service Network.”

The updated PSN program has a tiered membership structure, featuring a standard base program along with a new PSN Elite level of membership. Beginning January 1, loyal customers were eligible to become Ford PSN Elite members, gaining access to exclusive benefits, at no cost to the customer.

“Elite members will have access to so many more benefits that go beyond rewards – with incentives to help them, their employees and their businesses,” said John Hanighen, Ford global aftermarket business director.

Included among the benefits of PSN membership are:

  • Purchase rewards – Members receive credit for their Ford, Motorcraft and Omnicraft purchases and the opportunity to earn rewards throughout the year.
  • Product rebates – PSN members can enjoy the benefit of paperless rebates in which proof of purchase is automated. Once registered for PSN, simply sign in to view and claim rebates.
  • Technical training – Members have free access to Ford’s exclusive learning-management system that offers the ability to take and track individual courses on a variety of topics.
  • Resource library – Members are encouraged to use the program’s resource library, which contains everything from product flyers to training videos to current product news.
  • Business insights –Through the interactive dashboard, members have access to personalized reporting to stay informed of current trends and review past performance.
  • Marketing materials – As a thank-you, PSN Elite members will receive a complimentary welcome kit as well as gifts throughout the year.
  • New Elite-level benefits – Elite members will have access to discounts and offers to help improve their bottom line and grow their business, such as Ford diagnostic software and hardware, in-shop marketing as well as shop training and technical resources.

“Ford is pleased to work with and reward our most loyal customers, providing installers and their customers the best parts for their vehicle repairs,” the company said in a news release.

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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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