The Automotive Aftermarket Is Boring. And I’m Good With That.

The Automotive Aftermarket Is Boring. And I’m Good With That.

What our industry lacks in minute-by-minute, heart-pounding action, most certainly makes up for it with steady — dare I say, recession-proof? — growth.

In this age, when a tech startup dreamt up between two college pals texting each other results in an immediate $20 billion valuation, our industry looks kinda of boring — at least from the outside. Boring. Yes, that’s us. Just the same old, almost ridiculously predictable growth, year after year after year. What’s that saying about a boring airline flight being the best kind? That’s not to say there haven’t been some bumps over the automotive aftermarket’s history or there won’t be any in the future. But overall, there’s almost no industry like it. What our industry lacks in minute-by-minute, heart-pounding action, most certainly makes up for it with steady — dare I say, recession-proof? — growth.

Recently, the “2015 Joint Channel Forecast Model,” produced by the Automotive Aftermarket Suppliers Association (AASA) and the Auto Care Association, reported that the U.S. automotive aftermarket is expected to grow at a compound annual growth rate (CAGR) of 3.6 percent through 2018. What’s that mean? That total aftermarket sales will grow from $246.7 billion in 2014 to $284.3 billion in 2018, an increase of nearly $38 billion over that four-year period, the organizations say. As a practical matter, how big is $38 billion?

The motion picture industry in the United States is about that size. So, the aftermarket is creating something as large as Hollywood in that four years.

That, to me, is astounding. Here, it’s not the percentage of our growth that makes these huge numbers, it’s that at roughly $250 billion, we are an enormous industry to begin with. In fact, we’re about 2.5 percent of the total U.S. gross domestic product. Wow. Remember that tech startup I mentioned above? It was real, except for the $20 billion. Recently, an app that offered the ability to broadcast live streaming video was the hottest thing ever — for about a month or so. That was, until a competitor came along and ate its lunch via its own broadcasting app.

What resulted was a spectacular death spiral. Over. Done. Sometimes you’re hot. Until you’re not. Think about what you do every day. Thankfully, in this industry, the turbulence we sometimes experience is mitigated by a few things, chiefly, the need for people to get from Point A to Point B. And they can’t do it without all of you. That should make you all feel pretty good. Keep those parts coming.

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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.

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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