Sanel Auto Parts Recognized For Excellence In Employee Training

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Sanel Auto Parts Recognized For Excellence In Employee Training

Sanel was honored by the Auto Care Association with the Head of the Class Award. The award recognizes auto care industry companies that continually invest in employee education and training.

Counterman Staff
By Counterman Staff
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AUSTIN, Texas — Sanel Auto Parts Co. has been honored by the Auto Care Association with the Head of the Class Award. The award recognizes auto care industry companies that continually invest in employee education and training.

“Our employees are the backbone of Sanel Auto Parts, and we are committed to providing an excellent service experience for our customers. Well-educated and trained employees are the key,” said David Segal, president of Sanel Auto Parts, Co.

“We are truly appreciative of the Auto Care Association’s recognition of our efforts,” added Bobby Segal, Sanel’s chief operating officer and treasurer.

The Head of the Class Award is administered by the Auto Care Association’s Education Committee on behalf of the association, and promotes the value and benefit that investment in education and training provides to employees and their companies, as well as the entire auto care industry.

The committee cited the following criteria in selecting Sanel for the award:

  • Education/training focused on leadership/management/operations and technical and sales skills in order to have “the most knowledgeable counter professionals.
  • Embraces on-demand learning by investing in personal tablets for outside sales people to gain instantaneous access to information, and supports veteran salespeople in learning how to use the technology to bring value to customers.
  • Introduced more safety and wellness education to reduce increasing healthcare premiums.
  • Introduced a proprietary Learning Management System (LMS) to offer self-paced training programs, track employee participation and ensure training consistency; worked with employees to embrace this new technology.
  • Associates required to attend specific classroom training and completed assigned LMS training.
  • All employees, from upper-level management to entry level, are required to complete certain courses with additional course completion tied to job performance.
  • Company invests annually in technology (hardware, software, tools and equipment) for the LMS, training centers and classrooms.
  • Experiencing record sales growth, while promoting a strong organizational culture, reduced turnover, increased productivity and health-care cost reductions.

The award was presented Sept. 10 at the association’s Fall Leadership Days in Austin, Texas.

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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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