Amazingly when a shop is too busy the detail of client personal service is neglected. "The devil is in the detail". We don't seem to grasp that the customer/client does not understand the things we take for granted and one little obvious detail can take down reputations.
Consider these following responses from our customer/client follow-up service:
- got a quote on the car, went to pick it up and they had charged extra for something she didn't ask for (they put something else in her tires, she couldn't remember what it was called) and then when she tried to talk to them about it they put her on hold for a half an hour and then never called back.
- recently decided not to go back, the people have changed, and other shops tell me they were wrong in saying what needs to be fixed
- when I got the car and after spending $500, it had been left out and birds crapped all over it. The service was slower than expected (had to rent a car for a week) because they were backed up. My main complaint is the car wash was right next door or why did they not take the small amount of time to wash all that crap off?
So what is wrong with this picture? The team is not built or on board with client service and quality. The shop is lacking Professionalism and if the game is going to improve a clear focus on absolute customer/client service must be instilled or the bus must continue to change its passengers.
The Aftermarket has got to learn what it takes to give people a great EXPERIENCE!!
It also shows the structure is not in place within the business to offer staff a career over a job. Immature staff have a job, where as mature staff desire a career and take their day by day actions very seriously as they are focused on the client, not just themselves.
Is your shop looking after the detail?
Tuesday, June 14, 2011
Saturday, April 30, 2011
IS YOUR BUSINESS TAP TURNED ON OR OFF?
Shop owners have to examine their business plumbing to see if their TAP is turned on or off.
It is time to turn the TAP all the way on ......as far as it possibly can go and if it turns out it is not enough, then aggressively upgrade the internal system to achieve desired results.
There are 3 things to examine when looking at the TAP in the full "on" position.
1. "T" stands for "Team". Is the business operating and functioning completely as a team. Is the team strong which creates a positive culture that clients will recognize and appreciate. The team Professionals work together to ensure the client is always properly informed and the vehicle is fully inspected for safety and reliability. There is no room for individuals with selfish and inconsiderate attitudes on the team.
2. "A" stands for "Accountability". Every person must accept their responsibilities to the team to achieve results that exceeds clients expectations but also ensures the detailed procedures are followed that sustain a financially healthy and profitable business. This is the mind-set that Professionals embrace.
3. "P" stands for "Perseverance". Developing a professional shop culture which raises the bar to create an exceptional client experience is not an easy or short term task to achieve. It can take 2 to 4 years to put together. When the vision of the business is clearly defined and understood, then management and the team persevere through all the ups and downs because everyone knows that what they are creating as a business is the right thing to do. It builds pride and secures an exceptional career for everyone on the team.
If your business TAP is off........it is time to check the pressure and slowly start the procedures that will build and create an amazing future.
It is time to turn the TAP all the way on ......as far as it possibly can go and if it turns out it is not enough, then aggressively upgrade the internal system to achieve desired results.
There are 3 things to examine when looking at the TAP in the full "on" position.
1. "T" stands for "Team". Is the business operating and functioning completely as a team. Is the team strong which creates a positive culture that clients will recognize and appreciate. The team Professionals work together to ensure the client is always properly informed and the vehicle is fully inspected for safety and reliability. There is no room for individuals with selfish and inconsiderate attitudes on the team.
2. "A" stands for "Accountability". Every person must accept their responsibilities to the team to achieve results that exceeds clients expectations but also ensures the detailed procedures are followed that sustain a financially healthy and profitable business. This is the mind-set that Professionals embrace.
3. "P" stands for "Perseverance". Developing a professional shop culture which raises the bar to create an exceptional client experience is not an easy or short term task to achieve. It can take 2 to 4 years to put together. When the vision of the business is clearly defined and understood, then management and the team persevere through all the ups and downs because everyone knows that what they are creating as a business is the right thing to do. It builds pride and secures an exceptional career for everyone on the team.
If your business TAP is off........it is time to check the pressure and slowly start the procedures that will build and create an amazing future.
Tuesday, April 12, 2011
It Only Takes One Member To Destroy a Team
I have been witnessing a trend in the past six months which disturbs me greatly.
Owners today can feel threatened by immature staff members who believe they are above the rest of the shop employees because they feel they have "special skills" and are worthy of special privileges and treatment. These employees "with attitude" feel it is just too hard for them to be replaced, so in essence the owner is taken hostage by this person in their own business.
The bottom line fact in business is that no one is irreplaceable.
Shop owners must stop this person in their tracks and this employee either abides by and plays by the company culture rules as a team player or they are gone. The negative affect these bad employees have on the rest of the shop team is incredible which can destroy productivity and in turn, the client experience. When a shop becomes demoralized because the rest of the team watch as one member manipulates ownership, confidence and respect for the ownership from the rest of the team drops dramatically. The vision of the company is lost.
When ownership notices a player on the team falling out of line it is time for an immediate one on one session away from the shop, perhaps over dinner. The attitude is discussed and expectations of this employee are "reset".
If the employee does not come back fully on board and stays there, then the ownership must start the search immediately for a new player. Once the new player is found, then termination of the person with attitude must take place on the spot.
Today is about attitude, our responsibilities to the client and the total approach to the Profession. People who are not at that level of thinking have no place on the shop's Professional team. We take our careers and Professional responsibilities seriously; some do not.
Owners today can feel threatened by immature staff members who believe they are above the rest of the shop employees because they feel they have "special skills" and are worthy of special privileges and treatment. These employees "with attitude" feel it is just too hard for them to be replaced, so in essence the owner is taken hostage by this person in their own business.
The bottom line fact in business is that no one is irreplaceable.
Shop owners must stop this person in their tracks and this employee either abides by and plays by the company culture rules as a team player or they are gone. The negative affect these bad employees have on the rest of the shop team is incredible which can destroy productivity and in turn, the client experience. When a shop becomes demoralized because the rest of the team watch as one member manipulates ownership, confidence and respect for the ownership from the rest of the team drops dramatically. The vision of the company is lost.
When ownership notices a player on the team falling out of line it is time for an immediate one on one session away from the shop, perhaps over dinner. The attitude is discussed and expectations of this employee are "reset".
If the employee does not come back fully on board and stays there, then the ownership must start the search immediately for a new player. Once the new player is found, then termination of the person with attitude must take place on the spot.
Today is about attitude, our responsibilities to the client and the total approach to the Profession. People who are not at that level of thinking have no place on the shop's Professional team. We take our careers and Professional responsibilities seriously; some do not.
Wednesday, April 6, 2011
FINALLY - Interest Is Showing Its Head Above The Sand
For the past seven years (yes 7) I have been talking about the new Aftermarket that was coming and the way we must rethink it in order to operate, grow and sustain market share. It has to go through a "Culture" change. Our company is always focused to study the industry moving 3 to 7 years out because we know it takes a minimum of 2 to 3 years to change a shop business and 4 to 6 years to change the culture of a Jobber business. It has been a very frustrating journey indeed because of sector inertia, procrastination and so many caught in the fires of the moment. I know my frustration is far from over.
That being said, I see that Shop Owners and Jobbers and even some manufacturing Reps are now trying to figure out this new Aftermarket and how to deal with it. In essence they are showing up late for the dinner party by about 2 hours and expecting a full meal; were cleaning the table from the main meal, talking desert and liqueurs at this point, but at least they have started to show up and that I commend them for. I guess better late then never. They actually made a positive decision and acted upon it. The key word is "acted". On the other hand, they have missed the munchies and the pre-dinner cocktails which always creates the atmosphere to engage people to partake in conversations of great interest which then carries on over to the main course meal.
The comparison to a dinner function is as far as I will take this because my point has been made.
The Business courses and the Association functions are growing in size than I have seen them in years and this is all positive. Some of the reason is due to the next generation attending who are keenly interested in what they have to do. They don't rely on the old ways; they have a desire to learn and keep learning. It is an understanding that education is a continuous thing they must embrace.
The fresh air I am now experiencing is to see the "older" executives attending from Jobber, Warehouse Distributors and Manufacturers level. They have another 5 TO 7 years left in their career and now they are trying to get their heads around it. I'll be honest, many do not agree with this new path we must go down because they have been ingrained in their ways. Their faces tell it all as they listen to the presentations. The issue I have with these people is they are not presenting a vision and new path to follow and proving it out to prove their comments and thinking....it must have "legs" or "longevity"....which has to be a concern because it is so easy to criticize anything different and tear it down. The point I am trying to make here is don't come with negativity, come with an open mind, stay open minded to discuss other ideas and present your ideas and solutions as a contribution....but make sure they are proven out as a win/win solution for our sector AND will stand the test of TIME rather than just a "one-side" win for the short term.
Let's keep going...........partake in these Business courses and Association functions from every level of the industry and engage in these important discussions..........because this is where our understanding, trust and relationships are built.
We can do this!!! Let's pledge to participate, engage and contribute to re-developing the Aftermarket into what will provide an exciting future for everyone working in it and their families. The next generation WILL win!!!!!
That being said, I see that Shop Owners and Jobbers and even some manufacturing Reps are now trying to figure out this new Aftermarket and how to deal with it. In essence they are showing up late for the dinner party by about 2 hours and expecting a full meal; were cleaning the table from the main meal, talking desert and liqueurs at this point, but at least they have started to show up and that I commend them for. I guess better late then never. They actually made a positive decision and acted upon it. The key word is "acted". On the other hand, they have missed the munchies and the pre-dinner cocktails which always creates the atmosphere to engage people to partake in conversations of great interest which then carries on over to the main course meal.
The comparison to a dinner function is as far as I will take this because my point has been made.
The Business courses and the Association functions are growing in size than I have seen them in years and this is all positive. Some of the reason is due to the next generation attending who are keenly interested in what they have to do. They don't rely on the old ways; they have a desire to learn and keep learning. It is an understanding that education is a continuous thing they must embrace.
The fresh air I am now experiencing is to see the "older" executives attending from Jobber, Warehouse Distributors and Manufacturers level. They have another 5 TO 7 years left in their career and now they are trying to get their heads around it. I'll be honest, many do not agree with this new path we must go down because they have been ingrained in their ways. Their faces tell it all as they listen to the presentations. The issue I have with these people is they are not presenting a vision and new path to follow and proving it out to prove their comments and thinking....it must have "legs" or "longevity"....which has to be a concern because it is so easy to criticize anything different and tear it down. The point I am trying to make here is don't come with negativity, come with an open mind, stay open minded to discuss other ideas and present your ideas and solutions as a contribution....but make sure they are proven out as a win/win solution for our sector AND will stand the test of TIME rather than just a "one-side" win for the short term.
Let's keep going...........partake in these Business courses and Association functions from every level of the industry and engage in these important discussions..........because this is where our understanding, trust and relationships are built.
We can do this!!! Let's pledge to participate, engage and contribute to re-developing the Aftermarket into what will provide an exciting future for everyone working in it and their families. The next generation WILL win!!!!!
Monday, February 21, 2011
Post Regarding New Addition to AAEC
We just wanted to say, "Job well done!" The addition of the Rui Martins "Process for Success" 2 day course to the 3 day "High Performance Profitability in the New World of Automotive Maintenance" course by Bob has been much anticipated and very much valued. It truly has brought everything that Bob has been teaching together.
We can not say enough about the time and work involved in bringing such an amazing course together and how fortunate we are to have such knowledgeable and dedicated individuals behind us and the AAEC BEST concept. It just makes sense for these courses to go hand in hand.
Again, we did not know what would be in store for us, but were more than pleased with what was presented and how it was presented. We are no longer looking at the cost of such courses, but rather the importance of the course and the education that we all will gain from them. It is very important to have access to such courses. It also provides for an opportunity to be in a place outside of the work atmosphere and "bonding" with one another and having the chance to build relationships with our peers. The feedback from our staff was very positive. It was like a light went off in their heads. They finally understand what we are trying to accomplish and what we need to do to reach our goals. They could relate to Rui because he has been in a shop and he knows what goes on. They understand the processes of proper vehicle inspections, documentation and reporting procedures back to the front counter. They also understand the roles of the front counter and the processes that they have. We realize the importance of the roles that each one of us plays and we all know what that role is and that we must all be on the same page and reading from the same book to succeed. We "all" realize the importance of communication and how those lines must remain open because even the smallest breakdown can be detrimental. It is so important to have "every" member of our team go through the management training courses. We must set an example and walk, talk, live and breathe by that. We must make sure that our vision is clear, that we have the ability, motivation, resources and checks and balances in place to make change possible. If just one of these is missing, we end up with confusion, anxiety, frustration and a lack of confidence and our credibility is lost.
Rui is an amazing individual who is so passionate about this industry and wanting to see the necessary changes so that we can still have an Aftermarket in the future. This was very evident when he visited our shop to do an on site critique. We can not put into words what we took from spending that day with him. He was bursting with enthusiasm! He would be out in the back shop with our technicians and then would be almost running into my office to show me where we could be capturing more billed hours and then he would photocopy papers and go back out into the shop. He would relay the information to the techs and you could just see lights going off. It was an experience we will not soon forget. In fact, he came into my office so many times, that I had to tell him he was beginning to make me feel bad. All the money that we had "left" on the table that day, never mind over the years, we could very well have been retired years ago! It wasn't like we weren't getting the vehicles into the shop or doing the inspections, we were not billing for the work that we had performed. This was not something that we had ever done properly. Oh, if we could turn back time...
It is very important to be able to have the mathematical equations and know the numbers of your business and what they mean to your business and to your bottom line. That is why it is so imperative to have Bob's course and to understand the mathematics first. The math does not lie!!!!
We are so blessed to be a part of the AAEC BEST concept and cannot say enough about the value of having a Coach and Mentor such as Bob who is so committed to bringing about change in an industry that does not want to change. If only more people would see what his "vision" is and believe that it can happen. We believe and we know that it works. We are proof that it works. We know that this journey will have it's ups and downs and we are excited with the addition of another remarkable man, Rui Martins. We know that he has a huge heart, is very passionate and you can tell by talking to him how much he loves what he is doing. Having a team like this behind us and of course, our parts representative, Jamie, who has been a part of our journey every step of the way also. We have built a trusting relationship and we each know what our roles are and what we need to do to succeed!
Kevin & Stacey Gustafson
Gustafson's Auto Clinic Inc
3915 53 street
Athabasca, AB
T9S 1A7
p.(780) 675-5869
f.(780) 675-5884
Toll Free 1-877-675-5869
We can not say enough about the time and work involved in bringing such an amazing course together and how fortunate we are to have such knowledgeable and dedicated individuals behind us and the AAEC BEST concept. It just makes sense for these courses to go hand in hand.
Again, we did not know what would be in store for us, but were more than pleased with what was presented and how it was presented. We are no longer looking at the cost of such courses, but rather the importance of the course and the education that we all will gain from them. It is very important to have access to such courses. It also provides for an opportunity to be in a place outside of the work atmosphere and "bonding" with one another and having the chance to build relationships with our peers. The feedback from our staff was very positive. It was like a light went off in their heads. They finally understand what we are trying to accomplish and what we need to do to reach our goals. They could relate to Rui because he has been in a shop and he knows what goes on. They understand the processes of proper vehicle inspections, documentation and reporting procedures back to the front counter. They also understand the roles of the front counter and the processes that they have. We realize the importance of the roles that each one of us plays and we all know what that role is and that we must all be on the same page and reading from the same book to succeed. We "all" realize the importance of communication and how those lines must remain open because even the smallest breakdown can be detrimental. It is so important to have "every" member of our team go through the management training courses. We must set an example and walk, talk, live and breathe by that. We must make sure that our vision is clear, that we have the ability, motivation, resources and checks and balances in place to make change possible. If just one of these is missing, we end up with confusion, anxiety, frustration and a lack of confidence and our credibility is lost.
Rui is an amazing individual who is so passionate about this industry and wanting to see the necessary changes so that we can still have an Aftermarket in the future. This was very evident when he visited our shop to do an on site critique. We can not put into words what we took from spending that day with him. He was bursting with enthusiasm! He would be out in the back shop with our technicians and then would be almost running into my office to show me where we could be capturing more billed hours and then he would photocopy papers and go back out into the shop. He would relay the information to the techs and you could just see lights going off. It was an experience we will not soon forget. In fact, he came into my office so many times, that I had to tell him he was beginning to make me feel bad. All the money that we had "left" on the table that day, never mind over the years, we could very well have been retired years ago! It wasn't like we weren't getting the vehicles into the shop or doing the inspections, we were not billing for the work that we had performed. This was not something that we had ever done properly. Oh, if we could turn back time...
It is very important to be able to have the mathematical equations and know the numbers of your business and what they mean to your business and to your bottom line. That is why it is so imperative to have Bob's course and to understand the mathematics first. The math does not lie!!!!
We are so blessed to be a part of the AAEC BEST concept and cannot say enough about the value of having a Coach and Mentor such as Bob who is so committed to bringing about change in an industry that does not want to change. If only more people would see what his "vision" is and believe that it can happen. We believe and we know that it works. We are proof that it works. We know that this journey will have it's ups and downs and we are excited with the addition of another remarkable man, Rui Martins. We know that he has a huge heart, is very passionate and you can tell by talking to him how much he loves what he is doing. Having a team like this behind us and of course, our parts representative, Jamie, who has been a part of our journey every step of the way also. We have built a trusting relationship and we each know what our roles are and what we need to do to succeed!
Kevin & Stacey Gustafson
Gustafson's Auto Clinic Inc
3915 53 street
Athabasca, AB
T9S 1A7
p.(780) 675-5869
f.(780) 675-5884
Toll Free 1-877-675-5869
Tuesday, January 25, 2011
The Changing Marketplace Continues - Now What?
The trend in the Aftermarket continues it metamorphosis and we must figure out what to do.
Consider these points:
1). The consumer continues to challenge us and displays little patience. Their personal lives are stressed.
2). We have moved from 90 day oil changes to 180 day oil changes which revolves around winter and spring tire changes.
3). The rush at tire change over means billed hours per invoice plummet.
4). The consumer wants anything done on their vehicle only when they are in the shop at those 2 times a year. How does a shop schedule for preventative maintenance?
5). Parts suppliers are swamped with parts orders and must sort out inventory issues for a 90 day period and a short 60 day period then figure out how to survive the rest of the year.
What does this mean for the next number of years for a typical Independent shop and parts suppliers?
We are now coming down to 2 seasons which will give a shop 60 days when the weather turns nice in the spring and perhaps as much as 90 days in the Fall (about mid Oct to mid December) in which to make the necessary net income to carry a shop for the year. In between those periods we will experience a struggle to generate business unless the shop and the industry finds a solution that serves the consumer professionally and the consumer is willing to accept. It won't be easy but it means our Aftermarket business model must be re-invented once again.
Due to increased quality within the vehicle, breakdown just doesn't constantly occur. The consumer will be in to get the tires changed over from winter to all season in the Spring and back to winter tires in the Fall. When will you have time to inspect the vehicle for safety and reliability if that is the only time you see the consumer? It is therefore very important to communicate and educate the consumer to a minimum of annual but preferably semi-annual vehicle inspection. The reality is however, the consumer says fine, do it when you change my tires. How can we do that?
The problem here is, the shop can't function that way. The shop can no longer work like a dentist office with a visit every six months such as January and June visits because in reality the consumer reacts to the weather to have their vehicle looked after and that is the Spring and when the weather turns bad in the Fall. Exact dates do not exist.
Does the Aftermarket have the answers for this yet. No we do not BUT we must diligently work on it and solve this problem. If we don't, the Independent shop will be, if not already, in serious trouble along with their parts suppliers.
Open the discussion at every level of the industry to discuss this and let ideas roll out because it is about vehicle safety and reliability for the consumer coupled with financial survival of the Aftermarket.
Consider these points:
1). The consumer continues to challenge us and displays little patience. Their personal lives are stressed.
2). We have moved from 90 day oil changes to 180 day oil changes which revolves around winter and spring tire changes.
3). The rush at tire change over means billed hours per invoice plummet.
4). The consumer wants anything done on their vehicle only when they are in the shop at those 2 times a year. How does a shop schedule for preventative maintenance?
5). Parts suppliers are swamped with parts orders and must sort out inventory issues for a 90 day period and a short 60 day period then figure out how to survive the rest of the year.
What does this mean for the next number of years for a typical Independent shop and parts suppliers?
We are now coming down to 2 seasons which will give a shop 60 days when the weather turns nice in the spring and perhaps as much as 90 days in the Fall (about mid Oct to mid December) in which to make the necessary net income to carry a shop for the year. In between those periods we will experience a struggle to generate business unless the shop and the industry finds a solution that serves the consumer professionally and the consumer is willing to accept. It won't be easy but it means our Aftermarket business model must be re-invented once again.
Due to increased quality within the vehicle, breakdown just doesn't constantly occur. The consumer will be in to get the tires changed over from winter to all season in the Spring and back to winter tires in the Fall. When will you have time to inspect the vehicle for safety and reliability if that is the only time you see the consumer? It is therefore very important to communicate and educate the consumer to a minimum of annual but preferably semi-annual vehicle inspection. The reality is however, the consumer says fine, do it when you change my tires. How can we do that?
The problem here is, the shop can't function that way. The shop can no longer work like a dentist office with a visit every six months such as January and June visits because in reality the consumer reacts to the weather to have their vehicle looked after and that is the Spring and when the weather turns bad in the Fall. Exact dates do not exist.
Does the Aftermarket have the answers for this yet. No we do not BUT we must diligently work on it and solve this problem. If we don't, the Independent shop will be, if not already, in serious trouble along with their parts suppliers.
Open the discussion at every level of the industry to discuss this and let ideas roll out because it is about vehicle safety and reliability for the consumer coupled with financial survival of the Aftermarket.
Monday, January 10, 2011
Welcome to January and February
Nothing much changes within the Aftermarket.
January and February are months of "soft sales", "doubtfulness", "anguish" and don't forget the obvious "I'm going broke, I have no money" syndrome.
OK time for a wake-up call that I'm sure I will get negative feedback on.
Nothing has changed!!!!! and THAT is the point. The Aftermarket remains the same expecting different results......the professionals call that "insanity" YET we continue to stick with it.
TIME TO GET ON WITH IT AND CHANGE IT UP!!
The breakdown and repair world is dead if not totally dying a slow and tragic death depending on where you are located. We are now onto the NEXT generation, namely MANAGING our client's vehicles on their behalf.
This means that we must educate the consumer FIRST to the NEW world of vehicle technology. We have done such an incredible job keeping this a secret from them. We seem to be good once we get focussed and keeping the consumer in the dark is a milestone of what we have done well.
PREVENTATIVE MAINTENANCE is how the vehicle works today.........not break down and repair. It is our Professional responsibility to take charge on behalf of our CLIENT to ensure their vehicle is SAFE and RELIABLE. It means properly educating the client to HOW, we the Aftermarket, will look after you. We will ensure safety and reliability of your vehicle(s) but, in order to do that, we must start this way..........two full vehicle inspections per year, and we will manage that process for you. We must pre-book proper vehicle inspections 6 months apart but within a time frame that fits your schedule. We will take the responsibility of following up with you 2 weeks before the pre-booked appointment to ensure the date works for you. We will always advise you of any manufacturer concerns regarding your vehicle. We will mange this based on your driving habits, our weather conditions in our part of the country and your expectations with your vehicle. Let's have an open and sincere discussion about this process so we can understand your expectations.
We within the Aftermarket must change our thinking and Culture along with the "Processes" that can bring this to fruition.
Don't ignore the message.............this IS the new Aftermarket. Embrace it OR you will starve. I can't be more black and white about this message.
January and February are months of "soft sales", "doubtfulness", "anguish" and don't forget the obvious "I'm going broke, I have no money" syndrome.
OK time for a wake-up call that I'm sure I will get negative feedback on.
Nothing has changed!!!!! and THAT is the point. The Aftermarket remains the same expecting different results......the professionals call that "insanity" YET we continue to stick with it.
TIME TO GET ON WITH IT AND CHANGE IT UP!!
The breakdown and repair world is dead if not totally dying a slow and tragic death depending on where you are located. We are now onto the NEXT generation, namely MANAGING our client's vehicles on their behalf.
This means that we must educate the consumer FIRST to the NEW world of vehicle technology. We have done such an incredible job keeping this a secret from them. We seem to be good once we get focussed and keeping the consumer in the dark is a milestone of what we have done well.
PREVENTATIVE MAINTENANCE is how the vehicle works today.........not break down and repair. It is our Professional responsibility to take charge on behalf of our CLIENT to ensure their vehicle is SAFE and RELIABLE. It means properly educating the client to HOW, we the Aftermarket, will look after you. We will ensure safety and reliability of your vehicle(s) but, in order to do that, we must start this way..........two full vehicle inspections per year, and we will manage that process for you. We must pre-book proper vehicle inspections 6 months apart but within a time frame that fits your schedule. We will take the responsibility of following up with you 2 weeks before the pre-booked appointment to ensure the date works for you. We will always advise you of any manufacturer concerns regarding your vehicle. We will mange this based on your driving habits, our weather conditions in our part of the country and your expectations with your vehicle. Let's have an open and sincere discussion about this process so we can understand your expectations.
We within the Aftermarket must change our thinking and Culture along with the "Processes" that can bring this to fruition.
Don't ignore the message.............this IS the new Aftermarket. Embrace it OR you will starve. I can't be more black and white about this message.
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