Northwood University Names Alliance CEO John Washbish a 2019 Outstanding Business Leader

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Northwood University Names Alliance CEO John Washbish a 2019 Outstanding Business Leader

Washbish is a 50-year veteran of the automotive aftermarket.

Counterman Staff
By Counterman Staff
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The Northwood University board of trustees has named John R. Washbish a 2019 Outstanding Business Leader.

Washbish, president and CEO of the Aftermarket Auto Parts Alliance, is a 50-year veteran of the automotive aftermarket.

Conceived by Dr. Arthur Turner, co-founder of Northwood University, and established by the Northwood University board of trustees in 1981, the annual Outstanding Business Leader Awards program recognizes leaders in the American free-enterprise system.

The Northwood University board of trustees presents the Outstanding Business Leader Awards. Selected based on personal achievement, each awardee typifies the unique philosophy of Northwood University. Criteria used in the selection of awardees include contribution to the philosophy of private enterprise, support of the integration of business and the arts, contribution to education, economic innovation, creative marketing ideas, community involvement, religious leadership, philanthropic contributions and business success.

“We couldn’t be more excited and proud of John,” said Keith Pretty, president and CEO of Northwood University. “John is a Northwood man. He has dedicated his life and career to the automotive aftermarket. His roots are here at Northwood. We’d like to think that some of his wild success comes from his foundation he received here.”

Washbish’s service to the industry includes stints as president of the Automotive Sales Council and National Engine Parts Manufacturers Association. He has served as chairman of the Young Executive Society and the Manufacturers Advisory Council of the Automotive Warehouse Distributors Association (AWDA). He has held seats on the board of directors for the Motor & Equipment Manufacturers Association, the Automotive Aftermarket Suppliers Associations and the Automotive Aftermarket Industry Association. He currently serves on the AWDA Council of Governors and is the senior vice chairman of University of the Aftermarket Foundation. He is a current Young Auto Care Networking Group mentor.

Washbish has been the recipient of numerous leadership awards, including the AWDA Leader of the Year in 2004. He also is the recipient of Northwood’s Automotive Aftermarket Management Education Award, and twice has been recognized as the university’s Alumni of the Year.

Washbish will receive his Outstanding Business Leader award at the 39th annual award ceremony hosted by Northwood on March 15 and 16 at The Breakers Hotel in West Palm Beach, Florida. In attendance will be more than 200 people, including the 2019 incoming honoree class, past honorees, board members, Northwood students and friends and family of Northwood.

Visit www.northwood.edu/obl for a complete listing of past honorees.

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Customer service should be your number one priority, and it all starts with the greeting.

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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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