National Pronto Association Names Motorcraft OE Supplier Of The Year

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Motorcraft Awarded National Pronto Association OE Supplier Of The Year

It's the highest award given by Pronto in the Original Equipment category. Pronto is made up of nearly 100 member distributors, and each member casts a vote in the nomination.

Counterman Staff
By Counterman Staff
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GRAPEVINE, Texas — The National Pronto Association has awarded Motorcraft its 2015 “OE Supplier of the Year,” the highest award given by Pronto in the Original Equipment category. Pronto is made up of nearly 100 member distributors, and each member casts a vote in the nomination.

“Pronto member distributors have always been strong supporters of Ford Motor Co. and Motorcraft Parts, with the shared end-goal of better servicing Ford vehicle customers across the country,” said Bill Atkinson, Motorcraft manager. “Our combined goal is to help maintain a high level of satisfaction for Ford vehicle owners throughout the ownership cycle, so that when vehicle owners are ready, they will return to a Ford or Lincoln dealership for their next new vehicle.”

Pronto is comprised of warehouse distributors, many of which are Ford Authorized Distributors (FADs) that service Ford dealers, fleets, aftermarket installers and other customers who buy or service Ford vehicles. Ford has partnered with Pronto at a national level for more than three years, and in that time, has worked to understand Pronto’s infrastructure, focusing specifically on how to add value to Pronto¹s existing programs to better support Ford customers.

“Pronto and Motorcraft are bringing the strengths of both brands together to better service their automotive customers, fleets and national accounts,” said Robert Roos, vice president, sales and marketing, Pronto. “It’s a natural fit for an OEM and an aftermarket union to support automotive parts supply, maintenance and repair, and we are working with Ford and Motorcraft to bring the very best parts and experiences to the people we serve.”

“We are honored to accept this award, and proud to recognize the impact of our combined effort,” said Atkinson. “Being selected among premium aftermarket suppliers as the Pronto 2015 OE Supplier of the year is quite an honor, and we look forward to building our relationship with Pronto to continue to increase our quality of service to our customers across the country.”

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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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