Topics Management

Let’s get critical: Record keeping key to surviving customer complaints

Few scenarios are more stressful to a service department than a customer complaint. They appear out of nowhere and can turn ...

Northwood University introduces aftermarket MBA program

The new Motor Vehicle Aftermarket Executive MBA from Northwood University’s DeVos Graduate School is designed with the career demands of emerging and established industry leaders at all levels of the aftermarket supply, distribution and service network in mind. The inaugural class of this fully accredited MBA program will kick ...

That’s a wrap: Day 2 at CVSN

Tuesday was another busy day in Nashville at the Commercial Vehicle Solutions Network (CVSN) Aftermarket Distribution Summit continued at the Gaylord Opryland Hotel. The day featured six supplier meetings, two educational seminars, a series of CVSN board meetings and an exciting evening featuring magician and comedian Harry Maurer. Below are a few photos from the day. And ...

Managing a multi-generational workforce

Owning and operating a business today requires managing a wide selection of personalities. And while some personality traits are incredibly unique, other traits — specifically generational traits — are commonly shared. Today’s workforce in particular includes four distinct generations, and each views their work and their career differently, says ...

A guide for implementing CRM

Customer relationship management software, also known as CRM, is rapidly gaining popularity in warehouse distribution today. But before adding CRM tools into your business, Mark Dancer, vice president of Global Channel Management at Henkel Corporation, says you first have to identify the steps necessary to make it successful. CRM software ...

Up Around the Bend in the Aftermarket

Buried in the middle of a widely productive an informative first day at the Commercial Vehicle Solutions Network (CVSN) Aftermarket Distribution Summit were updates for two very important and valuable upcoming events. Who is ready to go back to Vegas? Believe it or not, we’re just four months away from ...

Seven traits to quality customer service

There’s no secret to mastering customer service, but that doesn’t mean it’s easy for everyone. Mediocre and poor customer service can be a death knell for retail businesses, says “The Telephone Doctor” Nancy Friedman. Speaking Monday at the Commercial Vehicle Solutions Network (CVSN) Aftermarket Distribution Summit, Friedman warned her aftermarket ...

Coaching your team: Leadership tips from Sam Wyche

Talent is great. But talent alone doesn’t always guarantee success. Great talent still needs great coaches. Sam Wyche knows this all too well. The former NFL player and coach – one of only four men in history to play and coach, as a head coach and an assistant, in a ...

GenNext to hold more webinars

GenNext announces it will host two quarterly educational webinars as part of its mantra to Educate, Mentor, and Recruit in the coming months. The group will hold a webinar with Nancy Friedman, “The Telephone Doctor” at 11 a.m. EST on Wednesday, Oct. 8, and a webinar with leadership expert ...

Polentes joins Decisiv

Decisiv announces Vince Polentes has joined as its vice president of North American Sales. According to the company, Polentes will lead a team focused on expanding Decisiv’s unique service management ecosystem by adding new fleets, managed maintenance providers, commercial vehicle manufacturers and service provider networks. “I am excited by ...