Topics Management

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 ...

Heavy Duty Aftermarket Dialogue registration opens

The Heavy Duty Manufacturers Association (HDMA) has released the agenda for Heavy Duty Aftermarket Dialogue 2015. Next year’s event is again ...

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 ...

Former Colt Dungy will deliver Work Truck Show keynote

Former Indianapolis Colt head coach Tony Dungy will return to the city that he lead to its greatest success next year, delivering the keynote address at The Work Truck Show 2015. Dungy, whose teams averaged more wins in the regular season than those of any other head coach in NFL history, retired ...

First Call Truck Parts featured in local ad

Joe Ward, owner of First Call Truck Parts, and his business have been featured in an advertisement for a local bank in the Jacksonville, Fla. area. The advertisement, “Long Live Local,” showcases how the First Commerce Business Services is working to help local operations like First Call Truck Parts ...

Aftermarket pros hone skills at University of the Aftermarket Leadership 2.0 program

Retired Worldpac CEO Tom O’Hare shared industry insights and leadership and career management advice, drawing on his vast experience, to 36 automotive aftermarket professionals hailing from throughout the industry. The group gathered at Northwood University in Midland for the kickoff of the University of the Aftermarket’s latest Leadership ...

Aftermarket Distribution Summit to feature GenNext reception

GenNext will hold a reception at the upcoming CVSN Aftermarket Distribution Summit on Sept. 15 in Nashville. The reception will be held from 5:30 to 6:30 p.m. after the first day of general sessions. GenNext is a non-profit organization that is focused on educating, mentoring and recruiting the next ...

DOTY Finalist: Blaine Brothers

Clocks don’t mean that’s helped Blaine Brothers much at Blaine Brothers. Sure, all of their locations have them, but they are more decorative than anything. Customer downtime is the only time that really matters. “We try to have 100 percent complete customer satisfaction at all times,” says Kevin McCarty, vice president of ...