Icahn Automotive Executive to Discuss 'Service Revolution' at 2019 AASA Vision Conference

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Counterman has been serving auto parts jobbers, retailers and distributors since 1983.
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Icahn Automotive Executive to Discuss ‘Service Revolution’ at 2019 AASA Vision Conference

Brian Kaner is leading one of the largest service networks in North America, which includes more than 10,000 service bays across 2,000 company-owned and franchised Pep Boys, AAMCO and Precision Tune locations.

Counterman Staff
By Counterman Staff
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Brian Kaner, president of service for Icahn Automotive, will share key insights on how Icahn Automotive is responding to changing industry dynamics, in a presentation at the upcoming 2019 Vision Conference.

Hosted by the Automotive Aftermarket Suppliers Association (AASA), the Vision Conference will take place on Wednesday, April 3, at The Henry in Dearborn, Michigan.

Icahn Automotive Group, part of billionaire investor Carl Icahn’s empire, has made its mark on the aftermarket through the pursuit of an aggressive acquisition strategy, the introduction of a mobile service format, new installation partnerships with leading online retailers and investments to bring more professionals to the skilled trades – all to meet the increased demand for service from both the individual and fleet customer.

Kaner is leading one of the largest service networks in North America, which includes more than 10,000 service bays across 2,000 company-owned and franchised Pep Boys, AAMCO and Precision Tune locations.

“Icahn Automotive has emerged as a potent competitor in the service and parts sector, poised to evolve the current business models,” said Bill Long, MEMA president and chief executive officer and AASA president and chief operating officer. “At our conference, Brian will share the company’s perspective about the future of our industry and the opportunities they see that exist as they drive their strategy.”

Kaner, who has a two-decade track record of driving growth and leading teams through business transformations, has been instrumental in Icahn Automotive’s acquisitions of more than 1,000 service locations, as well as the launch of Pep Boys Mobile Crew, a state-of-the-art mobile repair unit that provides customers convenient, on-location maintenance.

“Icahn Automotive has enhanced our service model by investing in new business initiatives, and in people, programs, training and technology to meet the expectations of our customers,” said Kaner. “We’re now better-positioned than any other company in the aftermarket to capitalize on the growing demand for automotive service and to offer technicians a broad range of career opportunities.”

Paul McCarthy, AASA executive vice president, added: “New business models are evolving almost everywhere you look. Innovation and change are the key drivers for increased profits, and we will begin to see an acceleration of creative approaches to value creation going forward. Icahn Automotive’s unique approach will be of great interest to the Vision audience.”

Regarded as the aftermarket’s premier thought-leadership event, the AASA Vision Conference is dedicated to advancing the business interests of the aftermarket industry and the association’s members.

The 2019 event opens on Tuesday, April 2, with an industry networking reception at The Henry Ford Museum. The conference convenes the morning of April 3 with industrywide sessions examining critical aftermarket business issues, such as:

  • “The Road to Achieving Freedom of Choice for the Aftermarket”
  • “The Great Tariff Debate”
  • “How the Aftermarket Will Unfold in 2019-2020”
  • “Repairing High-Tech Vehicles”

The conference will close with an AASA member-only segment, which will feature Mark Finestone, executive vice president of merchandising for AutoZone, as the “Customer Spotlight” speaker, and also will include a presentation by Adam Goetsch, director of automotive for Amazon.

More information about the AASA Vision Conference agenda, registration and hotel reservations is available at aasavision.org.

AASA Vision Conference supporters to date include premier sponsor Epicor Software Corp. and APA Search, AutoNetTV Media, Corcentric, Experian, Gold Eagle, IHS Markit, MontAd Media, N.A. Williams, OptiCat, Plante Moran, Snap36, Surys, Syndigo and Tasco Sales Reps. For more information about promotional opportunities at the event, contact Ben Brucato.

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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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