Network Member The Parts House Helps Launch Motorcraft Installer Repair Facilities Program

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Network Member The Parts House Helps Launch Motorcraft Installer Repair Facilities Program

Created to promote Motorcraft parts, the IRF Program provides online technical training to participating shops, which earn rewards for hitting their target numbers.

Counterman Staff
By Counterman Staff
Published:

TPH The Parts House - LogoThe Automotive Distribution Network and Jacksonville-based member The Parts House (TPH) recently helped launch the Motorcraft Installer Repair Facilities (IRF) target program to service dealer customers in Florida. Created to promote Motorcraft parts, the IRF Program provides online technical training to participating shops, which earn rewards for hitting their target numbers.

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“There is an increasing level of awareness of the quality of the parts used in a repair, by both the consumer and the technician,” according to Bill Atkinson, Motorcraft sales and marketing manager. “Motorcraft supports those shops that make the choice to use premium parts in their repairs. Our combined goal is to maintain a high level of satisfaction for Ford owners throughout the ownership cycle.”

Approximately 20 TPH service dealer customers have participated in the Motorcraft IRF program’s pilot launch, which was designed to reinforce the Network WD’s OE parts strategy. The Network will continue to support the Motorcraft IRF program as it is rolled out to some of the group’s members across the country in 2016.

“Motorcraft is a great avenue for TPH’s installer customers who want higher-quality, premium parts because they insist on exact fit and function,” said Brian Mendelson, vice president of sales and marketing for TPH. “The IRF program creates outstanding visibility for Motorcraft products and the training tools available to our customers, who have been pleased with the high-end gift boxes and checks they have earned in the pilot launch.”

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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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