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??