Topics Management

DOTY Finalist: Sadler Power Train

Sadler Power Train Sadler added 10 employees in the last year. When he says it out loud, John Sadler can barely believe it. Ten people. “That’s big. We rarely have like that,” says the president of the back-to- back Truck Parts & Service Distributor of the Year finalist. “But then when I look around, everyone is still ...

Keeping the peace: 4 steps to customer conflict resolution

Step 1: Listen You can’t do anything to address a customer complaint until you know exactly why they’re mad, says Chas Voyles, regional manager of fleet services at Navistar, and chairman of the Technology and Maintenance Council’s (TMC) Service Provider ‘Conflict Resolution’ task force. To do that, you have to ...

Lean operations bring customers value

Lean operations solve problems that deliver value to their customers according to Rajan Kamath, president of Artesiaa Consulting. Kamath - leading ...

TMC to tackle tech mentorship

The Technology & Maintenance Council (TMC) has created a new task force to help combat the heavy-duty technician shortage. The task force has been named "Mentor Development." It will be led to Homer Hogg of TA-Petro, and will work to give service providers guidance on cultivating and grooming young ...

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 your entire operation upside down. Recording your actions during a critical event (like a complaint) is crucial. In a situation where tempers run high, the ability to show your ...

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 ...

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 ...