Trevor Martin Honored With Federated Industry Advocacy Award

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Trevor Martin Honored With Federated Industry Advocacy Award

The award was presented by Cliff Hovis, president of Hovis Auto and Truck Supply and last year’s recipient of the prestigious award.

Counterman Staff
By Counterman Staff
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Industry Advocacy - Trevor Martin

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STAUNTON, Va. — Federated recently honored Federated member Trevor Martin, vice president and general manager of Vaca Valley Auto Parts, with its Industry Advocacy Award. The award was presented by Cliff Hovis, president of Hovis Auto and Truck Supply and last year’s recipient of the prestigious award.

“Trevor Martin volunteers his time and expertise whenever asked for the betterment of Federated, its members and the industry as a whole. He is truly deserving of this notable award,” said Rusty Bishop, CEO of Federated Auto Parts. “Trevor is actively involved in finding practical solutions to daily challenges and better ways to serve our customers. He is an advocate for our business and we thank him for his hard work and dedication.”

Martin has spent his 35-year career in the auto care industry and is currently transitioning into the role of president and CEO of Vaca Valley Auto Parts. He is actively involved in the auto care industry, serving on the Automotive Warehouse Distributors Association (AWDA) board of governors. He currently serves as chairman of the Federated Autoi/Parts Manager committee, having had an instrumental role in the development and creation of the Parts Manager computer system and the Autoi online parts ordering program.

Martin also believes in giving back at the local level, serving as a member of the Solano (Calif.) Community College automotive technology advisory board and the Solano County Regional Occupation Program committee. He and his wife Paula volunteer extensively in the extracurricular activities of their beloved children Jenna, Zoe and Zane.

The annual Federated Industry Advocacy Award honors a Federated member for their selfless contributions to the advancement of the auto care industry. Previous winners include Don Bickle Jr., president of S&W Supply and Warehouse Inc. and Tim Trudnowski, president of Parts Wholesalers Inc.

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Auto Industry

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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