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Thoughts from Down the RoadPosted 1/16/2001By Don Seyfer, AAM
Although it's been more than a few years since I completed my stint with the ASA board of directors, someone asked me recently, “What do you see happening with the Association and within the industry?” The view from the other room can be very enlightening, from someone who has been around since dirt. Recollections of the early automotive associations are colorful and vivid. I joined the Independent Garage Owners (IGO) local group in 1963 and, believe me, things have changed for the better since then. Several things come to mind, things I call Peace of Mind, for me and our prized customers. Let me use a scenario to explain what I mean. One of our customers is on a trip several thousand miles away from our shop in beautiful Colorado. They frantically call with a description of some outlandish automotive malady with all the accompanying signs of doomsday. How comforting it is to send them to a fellow ASA member. I know many of you have had this experience. Money can't buy that kind of networking. There are so many different conditions, such as local economy, labor charges, parts availability and so on, but two things remain constant: Honor and Integrity. These are a constant with our good ASA members. It is a strange phenomenon - and even putting camaraderie aside - how someone with nothing to gain will go the extra mile to achieve shared customer satisfaction. You are aware of the multitudes of concerns this industry is dealing with daily: consolidations, mergers, parts availability, technician shortages, and most importantly, customer satisfaction. I see numerous signals of change within the franchise dealer network that are significant, and their technician base is seemingly changing. I would believe they are motivated solely by profit! So how does that affect you? Your market share has dropped in the last decade. I know you are busy and have plenty of work, but you can't afford to rest on anything that might resemble your outstanding achievements! Hire the best people you can get. If you can't afford them, find a way to afford them. That includes technical and support staff. Find better ways to market your business and your people, and support that accordingly with an appropriate budget. Today's consumers are very discerning and expect far more than some are prepared to give. You have heard it before, but all the tools available to you from ASA's arsenal are to be taken and embraced. In 1963 “customer service” was hard enough to spell, let alone perform. It wasn't necessary in most segments of society when a handshake sealed most transactions. ASA has a significant role in the automotive industry. Look at the people serving on the many industry committees, boards, task forces and panels — they are filled with the people of ASA's rosters. Webster's defines the word association as “an organized body of people.” The key word is “people.” People are what make it work. The 1963 shop owner was a great person, shop owner and technician. If you are reading this, then I trust you are a great 2001 shop owner/manager because, after all, you have taken advantage of all that ASA has given you to help you succeed through the years.
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