We Are Very Proud of Our Client

CANADIAN SHOP WINS AAIA’S HEAD OF CLASS AWARD

October 9, 2012, Ottawa, ON –  The Automotive Industries Association (AIA) of Canada would like to congratulate Gustafson's Auto Clinic Inc. in Athabasca, AB for being the first Canadian shop to win the prestigious“Head of Class” award, presented by AIA’s American counterpart, the Automotive Aftermarket Industry Association.

“We are really honoured to receive this award and feel privileged to have been recognized,” said Stacey Gustafson, who owns the shop with her husband Kevin. “We’ve worked hard over the last few years to change the way we do business and with the help and support of our employees, Bob Greenwood, and the BEST program – it’s really paying off!”

Gustafson’s Auto Clinic Inc. is a member of the Be Car Care Aware program run by AIA and a wonderful example of a service centre committed to excellence. Three and a half years ago, Gustafson’s was introduced to the Automotive Aftermarket e-Learning Centre Ltd.’s Business Evaluation Support & Training (BEST) program by their distributor Automotive Parts Distributors. Since then, the shop has worked to upgrade its staff’s technical, management and customer service skills and continues to do so to the benefit of the business.

“In this industry it is important to continually upgrade ones skills to keep a competitive edge and to provide clients with the quality of service they deserve” said Marc Brazeau, President of AIA Canada. “Gustafson’s has set a great example through their commitment to training and is well deserving of this award.”

Gustafson’s Auto Clinic Inc. will receive its award at the annual AAPEX Conference in Las Vegas, which coincides with Car Safety Month. While in Vegas, Kevin and Stacey will also be attending Canada Night – an annual event hosted by AIA Canada that will take place on the evening of October 30th at the Mirage Hotel and Casino.

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About the “Head of Class” Award
The “Head of Class” award was introduced during the Automotive Aftermarket Industry Week in Las Vegas in 2011 to annually honour up to six companies in the automotive aftermarket who invest in employee education and training. The award was created and is administered by the Automotive Aftermarket Industry Association’s Education Committee on behalf of the association.

About AIA Canada
The Automotive Industries Association of Canada (AIA) is a national trade association representing the automotive aftermarket industry in Canada. The aftermarket is an $18.5 billion industry that employs more than 420,000 people. The industry is composed of companies that manufacture, distribute and install automotive replacement parts, accessories, tools, and equipment. AIA represents manufacturers, re-builders, manufacturers agents, warehouse distributors, national distributors, buying groups, wholesalers, machine shops, retailers, and through its councils, the interests of collision repair shops and automotive service and repair outlets. AIA’s mandate is to promote, educate and represent members in all areas that impact the growth and prosperity of the industry. 

PLAYING THE BLAME GAME?

Ever notice how negative some business owners can be and how their talk is all
about blaming others for their business problems?

If you are going to blame others for your business issues or problems, at least
tell them to their face why they are the reason.

OR

Acknowledge that you really are the result of your design for your business;
there is no one to blame for what you have not achieved.

If you’re going to live in a world where others are the reason, then tell them
 they are. If you can’t do that, then admit they are really not the reason, you are.  
Consider they didn’t force you to do anything as it is and was all your choice.

The next time you hear a shop owner playing the blame game, ask them
for details—who and what exactly did they do? We have got to address 
people who won’t take responsibilities for their own actions and are 
forever looking for the excuses as to why “they” can’t move forward.
On the other hand, if someone specific is making a mess for our industry, 
let’s work together and get them out of it.

Just a little straight and honest talk.

Is Your Shop Addressing Deferred Work?

Opportunities with the consumer and clients are so abundant within the aftermarket today, however, one has to slow down and see where the opportunities lie. Consider this approach and understanding as to what the Aftermarket shop really is; “The Aftermarket shop is a business being hired by the consumer to investigate, inspect, discuss and recommend the various services required to maintain a vehicle in an absolute safe and reliable condition.”

When a shop embraces its role within the community to act and conduct its affairs on a Professional level as being the experts at what they do, then the relationship, one transaction at a time, starts to move into a very positive direction.

Once this culture is embraced, true service discussions can take place in a calm and trustworthy manner compared to a “front counter salesman trying to meet sales levels using every possible closing technique they can think of”. The difference is night and day.

As the discussions progress, there are many times the client chooses to defer a service whether it be a time or financial factor for them. We have found a trend that shows if a shop bills out $2,000 in labour that day, the shop also experiences, in many cases, close to $2,000 in total deferred work for the day. WOW, there’s an opportunity.

Take the time to review what your internal processes are to follow-up with deferred work as it relates to safety and reliability. Never assume the client will remember and consider its importance and book the work in at a later date. It is the shop’s professional responsibility to take control and manage the vehicle on behalf of the client and ensure that these issues are being brought up again to the client’s attention for its importance in enjoying a safe and reliable vehicle.

So what is the purpose for following up on deferred work? If you’re thinking first in your mind, more sales for you… you don’t get it yet… that is the result only when your Professional responsibilities are being executed properly. The purpose of the follow up is to ensure safety and reliability of the client’s vehicle!!!! That is the reason you are in business. Client first, you second… get it??

APD BEST of the BEST 2011 Award

Athabasca Service Provider Wins Automotive Business Award

Calgary , AB Canada  June 22, 2012 --  APD is proud to announce the winner of the 2011 Best of the APD BEST award. This annual award is presented to the business within the APD BEST clientele that saw the most business improvement for the year compared to their APDBEST  peers.  The BEST concept was designed by Bob Greenwood President & CEO of Automotive Aftermarket E-Learning Centre Ltd. and is being recognized as the most complete business development concept in North America today that provides written guarantees of business success to clients that are accepted into the BEST concept. This year’s winner was Gustafson’s Auto Clinic, Athabasca , Alberta. “Kevin and Stacey’s  accomplishment is amplified when you realize this is the second year in a row of achieving this award” remarked Zara Wishloff, VP Sales and Marketing at APD, “ There is detailed criteria based on many measurable aspects of business improvement. The competition is incredible with many high-caliber shops from Alberta and Saskatchewan engaged in this program. It is inspiring to watch these entrepreneurs take their businesses to the next level “. The award was presented May 29,2012 in front of peers at a 2 day focus group meeting in Calgary, Alberta.

Volunteering In Our Industry Requires A Great Team Providing Support Behind You

I am now serving a volunteer 3 year term on the AAIA Education Committee in the United States. I feel it is an honour to be asked to join that committee (I'm the only Canadian) as they play an important role in determining "how" the aftermarket should move forward in terms of "knowledge" that must be focussed upon with all the instructors/educators in the United States including high schools, colleges and the many private instructors within the Aftermarket. They also advise what detailed education path to follow/recommend for AAIA member companies that ensures future Aftermarket prosperity. Obviously what happens in the US can have an impact here in Canada. The Education committee meets twice a year at a 3 day retreat known as "Leadership Days" as well as numerous multiple hour conference calls between the meetings to ensure "projects" are properly coming to fruition. The commitment is huge for each committee member, however we all feel it is also our responsibility to contribute to the Aftermarket where we can when asked to do so. I love very much what I do and truly enjoy working with the clientele we have in our company, however, I would not be here today or be able to achieve what we do with our clients or be able to volunteer with outside tasks if it wasn't for the incredible TEAM we have in AAEC. Thanks guys...... collectively we are changing peoples lives in such a positive way. You ARE the BEST!!!

Victims of Ourselves

I received this e-mail from a shop owner who has kept in touch over the years. He has given me permission to share this without his identification, which is totally understandable. I took out any reference to his city, his name etc. I thank him for sharing his story with me and allowing me to share it with you. I would only hope the rest of the Aftermarket industry pays attention to his message......this is the real world people...there is no sugar coating or warm fuzzy feeling in the real world that our sector loves to put out there....it is blunt and to the point!!

Hi Bob,

I guess I've emailed you often enough that you might find my name familiar....I called you just as you were preparing to head out to Abbotsford to handle your training contract in Alberta, etc. so it was not possible to sit down and discuss an idea for a service training program that I've been nurturing for some five years now. Of course, I've continued to follow your blog with considerable interest and strong agreement with the messages you've been promoting to the Automotive Aftermarket community at large.

In the meantime, I've just completed a 2-12 month "vacation" (I wish!) in the Hospital in (some town Ontario) as a result of a bout with "Guillain-Barre Syndrome". I was discharged earlier this week and have a period of recuperation (physio therapy) of unknown length ahead of me in an effort to regain the full use of my legs and arms...which is where GBS has hit me the hardest. Fortunately, it seems my case was not as severe as some and by taking a very proactive approach to my therapy sessions in the hospital, I've progressed towards recovery at a very good rate...so they tell me, anyway.

This "vacation" gave me a lot of time for "deep thinking" and re-evaluation of our circumstances from the point of view of health and my significant lack of financial preparedness for the costs of retirement. Basically, I was too involved in the day-to-day operations of my shop (a very "busy" 8 bay, 5-6 person operation) making sure that our service was, arguably, the most technically competent and integrity based in Ontario. Of course, my big mistake was being so "close" to the day to day service operations that I couldn't see the forest for the trees...and in not taking advantage of the type of business training you were conducting for those smart enough to listen! I blame no-one but myself for this stupidity...thus the subject of this email "Victims of Ourselves".

The long and the short of it is, that just when I was (finally) realizing that I should be charging significantly more for the outstanding services we were providing, I had a heart attack and was, essentially, forced to take an earlier retirement than planned. I have to wonder how many other Retail Service Providers and Jobbers are operating under similar short-sighted circumstances. I believe the answer is, "a lot more than 50% "!

The fact that training such as you have been providing for years was available to me ....and I was just too "blind and foolish" to recognize the necessity of a better "Total Management" approach, is almost incomprehensible. And as I contemplate retirement without sufficient financial resources to maintain the standard of living we have become accustomed to, I can only shake my head in disgust"!

If these "revelations" are of interest, you have my permission to quote them in a blog, if you wish, without identifying the source, of course. As a "Professional Service Provider" (with the emphasis on "Professional", as I'm an Engineer as well as a Certified Mechanic)I've done everything possible to promote professionalism among all the Technicians and Shop Owners with whom I've come in contact over my 35 year involvement in the Aftermarket. But, as I suspect you've found, too few are willing to take the time to listen to the "voice of reason" and just carry on until it's too late. Ironically, I didn't fully listen to myself! To be sure, it's a sad indictment of a great bunch of people and a dynamic segment of the Aftermarket Industry.

I suspect your "Western training experiences" are a refreshing change from the "Eastern" attitudes you were immersed in for years. Others I know have found it a refreshing breath of fresh air to deal with the folks west of Ontario.

Cheers,

Preparing Your Business For Transition to the New Aftermarket

Too many shop owners appear to be stuck in inertia wondering what to do next. Owners scramble for answers as they attend various courses but never put together a plan after the live session to implement what they took from the course.

As a good business friend of mine summarized to me:

Preparation to move your business forward is not simply re-reading manuals from a course; it’s about using these as tools where you implement the lessons that you’re handed during the live course you attended.

Unfortunately, too many people listen and only hear what they’re not doing; the key is to listen and hear what you need to be doing. The difference between hearing the information and listening to insights is your ability to find the connection you need to move your business forward.

Information and education alone is not freedom; the implementing of the information and education is where the freedom happens. It’s where you gain the clarity to keep your mind moving forward.

Remember, when you are not prepared, you will waste time trying to figure out where to start and what to do.