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Tuesday April 8th Webinar

At noon Pacific join us for this comprehensive webinar. Register now.

Purchasing & Expediting – WP6

When you have the part in stock you are the same as everyone else. The only part that matters is the one you don’t have in stock. The equipment and parts suppliers have made the ordering process so simple we have lost sight of expediting and the purchasing function. If a machine is down the customer wants the part now.

The first rule for a successful parts business is that the employees will not go home until every part that every customer, or mechanic, ordered is either supplied or the location from which it can be shipped is located. That doesn’t mean leaving it with a supplier that does not have the part on hand. This is expediting with a purpose and we deal with what to do’s and how to do it to satisfy “Rule #1.”

Purchasing becomes the court of last resort as we will deal with the prospect that the part is not available in your supply chain. Finding alternate sources is not easy. Communicating with the customer on their options and penalties is even more challenging. All of the “in’s and out’s” of purchasing and the liabilities associated with supplying a part which is not from your original equipment manufacturer is discussed in detail.

Learn new methods to solve this age old problem of finding every part that every customer or mechanic wants to have – the same day they want it – and doing that before you go home EVERY night – that is what is at stake in this important webinar.

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Webinar April 8th, 2014

Tuesday at 9:00 AM Pacific. Don’t miss the comprehensive webinar. Register today.

Instore Merchandising – WP5

The days of your customers walking into your  business have long since passed. This is truly a shame. Some thirty to forty years ago we taught our customers that our inventory management meant that those parts that the customer wanted would not all be available when they came to our store. So they started to use the telephone and we didn’t see the customer on our store very much at all.

Yet it still continues to be true that you have an opportunity to create an interesting and successful retail store. This is the first step in becoming a retail operation. From Harley-Davidson to Ski-doo to Artic Cat there are specialty suppliers that have made merchandising an art form. We will look into the successes in other Industries and how we can learn from them. The layout of your merchandising area, the methods to keep it fresh and appealing, will go a long way to determining your success. All of this and much more will be covered in this fast paced webinar.

Others dealerships and other Industries have turned this into a customer convenience and money making proposition. This is much more than just setting up shelves and displays. They have made the store a pleasing environment for both employees and customers. Learn the ins and outs of successful Instore Merchandising with this comprehensive webinar.

 

Webinars Next Week

Don’t miss your opportunity for the upcoming four webinars on Parts Management.

Tuesday and Wednesday two each day; TeleSelling, Basic Inventory Control, Pricing and Warehousing. Productive high content instructional webinars.

The time is now

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The Work Truck Show – Indianapolis 2014

Once again I had the privilege of providing an educational session for the NTEA. The subject matter was Parts & Service Marketing: Making a Difference.

The dramatic changes that have taken place over the past ten years, and those ahead, demand a more professional, productive and profitable Product Support Operation. To support the realization of this Parts and Service Opportunity we have designed this program aimed at those charged with the responsibility of managing this segment of the business. Parts & Service Marketing – Making a Difference consists of 6 elements presented during this learning session.

The Customer Service Focus

Why this is no longer a fad but deadly serious business. We explore the various aspects of customer service – what they are and how can we learn to be better at them.

Defining Customers

The “customer” has become a generic description of who we serve. We need to segment the markets that we serve and define the customer more precisely using a broad array of categories that allow us to more completely define customers with similar needs and wants.

Customer Relations

Expectations must be understood and shaped – when, why and how can they be changed in order to provide systems, procedures, methods, tools and training that will meet the expectations. Satisfaction of customer expectations requires us to have internal excellence in everything we do.

Designing Customer Service Excellence

Understanding who your customer is and what they require is critical in designing service excellence. People perform service, create expectations, satisfy expectations and create the perception of a difference.

Customer Loyalty

Strong Products or Services are central to customer loyalty and loyalty must be a company wide commitment. Everything should be aimed at creating and maintaining this loyalty. We discuss the tools and methods to create, develop, and maintain loyalty.

Measuring and Managing Success

Long term behavior is critical in understanding the return on investment from Parts & Service Marketing initiatives. Clear goals, measurement criteria and profit targets must be constantly reviewed and adjusted to adapt programs to changing customer needs and expectations.

We had a good turnout and some good dialogue. Thanks to all.

Quest, Learning Centers and the AED present Webinars in March

Check out the link below and register early so you don’t miss out on these comprehensive high value learning experiences.

https://www.aednet.org/aed_foundation/articles/index_full_story.cfm?id=10930616

Quest, Learning Centers

We have just completed the Unit I classes for Parts Management and Service Management in Dallas. It was a lively four days of debate and discussion.

I have enjoyed the time and I feel confident that the attendees will have success implementing many of the things they learned.

One thing is clear. To succeed in anything there needs to be three distinct elements.

  • Understanding
  • Acceptance
  • Commitment

We all have to UNDERSTAND what it is we are trying to do. Then we need to engage in vigorous debate on whether that UNDERSTANDING is the right thing to do. Only with this debate can we come to ACCEPTANCE of the validity of the UNDERTANDING and only with UNDERSTANDING and ACCEPTANCE will we be able to obtain the COMMITMENT of all team members to accomplish the goals and objectives set forward.

The time is now.

 

 

Domain Correction

Please note the below.

https://www.aednet.org is the proper domain for the AED regarding the registration for Parts Management Quest training.

Parts & Service Management Training Unit I

Next week is the last Unit I for Parts Managers and Service Managers for 2013. We welcome you to the windy city for this content packed learning experience.

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Service Webinars

Don’t forget to register for the webinars on service department operations this week. One hour each and content filled. Inspections, Work Order Process, Labor Rates and the Service Organization are the topics. Go to www.aednet.org to register. The time is now.

Disney and AED leadership check it out

Check out www.aed-leadership.com and join in.