Steve Forbes Tells 1,200 AAPEX Attendees: Aftermarket Can Impact Change

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Steve Forbes Tells 1,200 AAPEX Attendees: Aftermarket Can Impact Change

Forbes delivered his address to more than 1,200 attendees during the all-new, free AAPEX General Session on Wednesday, Nov. 5, at The Venetian, Palazzo Ballroom, in Las Vegas.

Counterman Staff
By Counterman Staff
Published:

2014 AAPEX Steve Forbes

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LAS VEGAS, Nev. — During his keynote address at the Automotive Aftermarket Products Expo (AAPEX), Steve Forbes, chairman and editor-in-chief of Forbes Media, connected with attendees as he spoke of a new business-friendly environment for the aftermarket due to recent election results.

Forbes delivered his address to more than 1,200 attendees during the all-new, free AAPEX General Session on Wednesday, Nov. 5, at The Venetian, Palazzo Ballroom, in Las Vegas. During his address, “The Next Four Years: Navigating the Economy for Business Growth and Success,” Forbes shared his thoughts and wisdom about the economy, monetary policy and health care reform.

He told attendees that as a result of the recent elections on Nov. 4, the newly elected Republican majority in the U.S. Congress will be able to affect real change, including meaningful reform to the U.S. tax structure. “In this new business-friendly environment, the aftermarket and other manufacturers also can have a great impact on legislative and regulatory reform,” said Forbes.

The message he conveyed throughout his keynote address was that positive things will happen when there is the realization of the need for a different approach. A former presidential candidate in 1996 and 2000, Forbes continues to lead the most successful business news magazine in America.

Throughout his tenure, his keen ability to provide economic insights on the big issues of the day has been trusted by business leaders around the world. He also is the author of a new book, Money: How the Destruction of the Dollar Threatens the Global Economy and What We Can Do About it. VIP Experience sponsors of the AAPEX General Session were: Robert Bosch LLC; UCI FRAM AutoBrands; and ZF Services LLC.

These exhibitors enjoyed breakfast with Steve Forbes, tickets to a VIP seating area, complimentary copies of Forbes’ new book, a VIP book signing and many other sponsorship benefits. Concierge Experience sponsors were: Brake Parts Inc; Dayco Products LLC; East Penn Mfg. Co., Inc.; SKF; and TASCO. Concierge Experience sponsor benefits included tickets to a reserved seating area, complimentary copies of Forbes’ new book and exclusive entrance to the General Session.

AAPEX was held Tuesday, Nov. 4 through Thursday, Nov. 6, at the Sands Expo Center in Las Vegas, Nev. The event featured approximately 2,400 exhibitors, 5,000 booths and nearly 50 AAPEXedu sessions. AAPEX 2015 dates are Education: Monday, Nov. 2 through Thursday, Nov. 5; Exhibits: Tuesday, Nov. 3 through Nov. 5, at the Sands Expo Center, Las Vegas, Nev.

AAPEX represents the $477 billion global aftermarket auto parts industry, and is co-owned by the Auto Care Association and the Automotive Aftermarket Suppliers Association (AASA), the light vehicle aftermarket division of the Motor & Equipment Manufacturers Association (MEMA). For more information, please visit www.aapexshow.com or e-mail: [email protected].

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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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