Sean Lannoo Joins Continental As Sales Technical Training Specialist

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Sean Lannoo Joins Continental As Sales Technical Training Specialist

The 13-year company vet returns to lead aftermarket technical support and training.

Counterman Staff
By Counterman Staff
Published:

ALLENTOWN, Pa. – Continental Commercial Vehicles & Aftermarket has named Sean Lannoo as the sales technical training specialist for the company’s VDO-branded aftermarket product lines.
 
Lannoo will be responsible for providing technical support and technical training to customer sales personnel and professional technicians throughout the United States and Canada. These activities will include presenting and demonstrating the capabilities and advantages of VDO technology and the VDO OE quality replacement parts program.
 
The announcement was made by Howard Laster, head of Aftermarket – NAFTA Continental Commercial Vehicles & Aftermarket, who noted, “We are delighted to have Sean Lannoo back on our technical support team. His contribution to our aftermarket TPMS program was instrumental in getting our program started at the onset of TPMS and helped set our innovative VDO REDI-Sensor multi-application replacement TPMS sensor on an industry-leading course we enjoy today.”
 
In his new role, Lannoo will promote the benefits of VDO products and instruct and educate customers on their proper application and use. Additionally, Lannoo will be responsible for developing and maintaining the library of installation instructions for VDO replacement parts and assisting VDO sales personnel with trade shows and service clinics. He also will help create sales opportunities with existing and prospective customers.
 
Lannoo previously served with Continental from 1997 to 2010, where he played a key technical support role, serving as both an engineering analyst and product manager. In addition to his TPMS work, Lannoo also handled the company’s aftermarket instrumentation, ATE Brakes, in-vehicle GPS navigation systems and audio systems.
 
Prior to rejoining Continental, Lannoo worked in the power generation industry, serving as the inside sales technical expert for Davidson Sales Co. in Daytona Beach, Fla. He holds an associate of science degree in electronics from Hamilton Technical College, and is an ASE-certified brakes and parts specialist.
 

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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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