November '19

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NOVEMBER 2019 THE SHOP 15 food tasting?" Your request or comment is met with a friendly and timely positive response. Near the end of the meal, the waitress again swings by and asks if you would like anything else and may even recommend a dessert. She then presents the check. This is service. GROUP EFFORT How does this relate to your automotive shop? Picture a customer coming in. Are they greeted and made to feel welcome? Do all of your employees make eye contact and offer help? Does your staff have knowledge on all of your products and services? Can your employees make suggestions and rec- ommendations? Then, if your employee does not have an answer, do they know how to get someone that can help? Are your customers taken care of in a timely manner? Whether you are selling parts over the counter or servicing vehicles, the principles of Courtesy, Knowledge and Service apply in every business. How do your employees handle your customers? Have you provided these guidelines for them? Because not all employees possess the same level of communication skills, or have comprehensive product or service knowledge, they will need your guidance to educate and motivate them. This is why developing a comprehensive and ongoing Employee Customer Relations Training Program (ECRTP) is important. WHAT'S AN ECRTP? Here is how to get started with your own ECRTP. First, try to get a handle on how your people are responding to customers. Observe your employees at work and ask questions about areas where they feel they need to perform better. Also, send in a secret shopper. Get a Employees should feel confident that they understand your product and service of- ferings, and can make helpful suggestions when needed. WIRELESS AIR SPRING CONTROLS NEXT LEVEL 1.877.577.4645 Independent air spring ination accommodates any road or any load Free downloadable phone app 3 customizable presets with real time pressure feedback Compatible with all air spring brands * 20 minutes @ 100 psi Pre-assembled plug & play harness for quick and easy no drill installations! IP67 rated controller Military grade solenoids Kits available with a built-in HP325 12 VDC Compressor: 1/4 HP | 33% Duty Cycle * | 1.2 SCFM Come see us at the SEMA show! Booth 37111

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