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.
Friday Filosophy v2014-10
The only true failure in life is not to be true to the best one knows.
Buddha
Success is that old ABC – ability, breaks, and courage.
Charles Luckman
Hope is like the sun which, as we journey toward it, casts the shadow of our burden behind us.
Samuel Smiles
The time is now…..
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
Words of Wisdom
Now that 2014 is well underway I have finally settled on the theme for my work this year.
Change the game….. don’t just compete.
It is time to change all of that. It is time to change the game. Don’t just compete.
The time is now.
Friday Filosophy v2014-09
Our lives begin to end the day we become silent about things that matter.
Martin Luther King
The secret of success is constancy of purpose.
Benjamin Disraeli
Tough times never last, tough people do.
Robert Schuller
The time is now…..
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.
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.
Friday Filosophy v2014-08
There is only one success – to be able to spend your life in your own way.
Christopher Morley
Be faithful in small things because it is in them that your strength lies.
Mother Teresa
If A equal success, then the formula is A equals X plus Y and Z, with X being work, Y play, and Z keeping Your mouth shut.
Albert Einstein
The time is now…..
Friday Filosophy v2014-07
Success usually comes to those who are too busy to be looking for it.
Henry David Thoreau
When written in Chinese, the word “crisis” is composed of two characters. One represents danger and the other represents opportunity.
John F. Kennedy
In order to succeed you must fail, so that you know what not to do the next time.
Anthony J. D’Angelo
The time is now…..
Friday Filosophy v2014-06
Success is the good fortune that comes from aspiration, desperation, perspiration and inspiration.
Evan Esar
Everyone who wills can hear the inner voice. It is within everyone.
Mohandas Gandhi
Do not wait to strike until the iron is hot; but make it hot by striking.
William B. Sprague
The time is now…..
Groundhog Day, Superbowl Sunday, and My Book on Kindle!!!
She did it! My daughter’s book is now available on Kindle. Please hop over to Amazon and give it a read. Way to go, kiddo!