Kyb’S Mcgovern Tells Auto Pride: Language is the Culprit in Lost Sales
Mac McGovern believes the key for suppliers to sell more parts to repair shops comes down to language. It’s both about how counterman refer to technicians and how repair shops approach their businesses.
The End of Free Delivery
With rising fuel prices, the industry has an opportunity to end the practice of delivering parts for free. But will we take advantage of it?
Customer Service Balancing Act
There’s an old business axiom that goes something like this, “There are only two rules to follow in order to be successful in business. Rule # 1 is: The customer is always right. Rule # 2 is: When the customer is wrong, refer to Rule # 1.” Certainly, there is an element of truth in
Do I Sound Frustrated?
If the goal is to be correct only 95 percent of the time, then we’re doing a good job. But that ‘95 percent feeling’ will get us in trouble and send customers away from doing business with us.
Who Says…
Never underestimate the power of words. Take a second to think before you speak — that second could mean all the difference in the world.
“O,” No!
Sure, mistakes happen and in the repair business they happen quite often. Usually the mistake is a result of carelessness or forgetfulness, but whatever the reason, it’s fixing the mistake that matters most.
The Evolution of Aftermarket Product Lines: Part V
While there are certainly many benefits to sourcing aftermarket products from lower cost countries, there are also numerous pitfalls that should be identified and considered before simply jumping on this latest trend. In part five of a five-part series, Dave Caracci examines the risks and costs associated with sourcing aftermarket products from overseas.
Top 10 News Stories of 2007
For the fourth year in a row, the editorial staffs of aftermarketNews and Counterman magazine have selected what they determined to be the most significant events to impact the automotive aftermarket in the past year. News stories are presented in chronological order.
A Man of His Word
Scott Flowers, the 2007 Counter Professional of the Year, presented by Affinia, has always lived and worked by some important advice his grandfather once gave him.
The Evolution of Aftermarket Product Lines: Part IV
Technology and the global economy are forcing the industry to ask some fundamental questions about the way suppliers and distributors address the products they make, buy and sell. In part four of a five-part series, Dave Caracci continues to look at some of these questions and offers some possible answers.