Auto Service Professional

OCT 2017

Magazine for the auto service professional

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Page 38 of 77

37 | ASP October 2017 Business importantly, the customer might lose! We focus heavily on superior customer service. It is our responsibility to fully inform and educate our customers in order for them to make the best decision possible for their vehicle. Transparency builds trust and trust builds relationships. Where do you buy your parts? WorldPac, and dealerships for OE parts not available through other suppliers, and Ken Smith Wholesale Auto in Chattanooga, Tenn. We believe that just as we have to develop relationships with our customers, we must do the same with our vendors. Knowing that your parts supplier will "have your back" when things just don't go right is truly invaluable. WorldPac has one of the best training programs for owners, advisors and technicians in the automotive industry. ey offer Owner Groups (Smart Groups) with which we have been involved for the last seven years. e group has been a key factor in the rapid growth and success of our business. In addition, they provide us with a three- year/30,000-mile nationwide warranty that we can pass on to our customers. What do customers expect from you? Our customers expect fairness, honesty, integrity, timeliness and quality work. Yes, they expect a lot and they should... and we should honor that! ey are asking us to take care of what is most often the second larg- est purchase they will make in their lifetime. ey are asking us to take care of the thing that will get their children to school. ey are asking us to take care of the thing that gets them to work. Most importantly, they are ask- ing us to take care of the thing that gets them where they need to go SAFELY! Parts purchases What influences your parts buying deci- sions....rank from 0 to 3, with 0 having no influence and 3 having the greatest influence? • Price ........................................2 • Brand name recognition ....3 • Promotion in racing ............0 • Perceived quality .................3 • Availability/time. .................2 • Other... "Because we offer a three- year/30,000-mile nationwide warranty, it is very important that we are careful when selecting specific parts. We focus more on the right part for the particular job and vehicle we are working on, and try to use OE-specific or OEM parts whenever possible." What is your approach to training? e foundation of the growth of our business has been training. We believe in certification and training reimbursement. In fact, our technicians receive pay incentives for the hours of training they participate in. We believe that it shows the commitment of the technicians to the ever-changing industry. We made a commitment to regularly seek training and on many aspects of the automo- tive repair business including financials, customer service, social media and more! Staying current is best for the company, the employees and the customers! How does ASP benefit your business? ere are so many good articles in Auto Service Professional, including quality and helpful technical information, equipment highlights and more. As a shop owner, the shop profile articles are very informative. It's always interesting to see the success stories of other shops, which helps other shop owners evaluate their operations. Learning is what makes all of us stand out and thrive! ■ CS Automotive in Brentwood, Tenn., is co-owned by Rob and Kim Auernheimer. It is known as a high-end shop specializing in servicing imports.

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