University of the Aftermarket Foundation Recognizes New Lifetime Trustees During AWDA

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Philanthropy

University of the Aftermarket Foundation Recognizes New Lifetime Trustees During AWDA

University of the Aftermarket Foundation Chairman Bob Egan recognized National Pronto Association as a new gold lifetime trustee during the Automotive Warehouse Distributors Association’s (AWDA) Oct. 29 luncheon at The Venetian Hotel in Las Vegas.

Counterman Staff
By Counterman Staff
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University of the Aftermarket Foundation Chairman Bob Egan recognized National Pronto Association as a new gold lifetime trustee during the Automotive Warehouse Distributors Association’s (AWDA) Oct. 29 luncheon at The Venetian Hotel in Las Vegas.

Egan also recognized Genuine Parts Co., MAM Software Group, Mevotech, The Schwartz Family, Women in Auto Care and the Automotive Aftermarket Suppliers Association (AASA) as new lifetime trustees.

“I’d like to extend my sincerest thanks to our newest lifetime trustees for their generous support of the mission of the University of the Aftermarket Foundation,” said Egan. “Their contributions will help attract and educate talented individuals and future industry leaders through scholarship and educational opportunities.”

The gold lifetime trustee designation is reserved for those donating $250,000 to $499,999 to the University of the Aftermarket Foundation. National Pronto Association joins the following organizations in this elite category of donors: Aftermarket Auto Parts Alliance, Automotive Distribution Network, AWDA, Dayco Products, Federated Auto Parts, Gates Corp. and Tenneco Automotive.

The lifetime trustee designation is reserved for those donating $100,000 to $249,999 to support the foundation’s mission of providing scholarships and educational opportunities to the next generation of industry leaders. The new lifetime trustees join the following organizations in this prestigious category of donors: ACDelco, Advance Auto Parts, Affinia Group, Arvin Foundation, AutoZone, Babcox Media, Bosch, Brenton Productions, The Clay Buzzard Family, CARDONE Industries, Dorman Products, East Penn Manufacturing Co., Epicor Software Corp., Morris/Rupp & McCartney Educational Trusts, Motor & Equipment Manufacturers Association, O’Reilly Auto Parts/O’Reilly and Wooten Families, Robert Raff, MAAP & Margie Raff, Standard Motor Products and N.A. Williams Co.

“AASA’s lifetime trustee donation will be recognized as the Steve Handschuh Educational Fund,” Egan added. “What a wonderful way to honor an industry leader for his long, successful aftermarket career.”

The University of the Aftermarket Foundation is a 501(c)(3) not-for-profit organization and all contributions are tax-deductible to the extent provided by law.

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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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