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Editorial: Doing a disservice to customer service

It is the best of times.

Or, at least, robust times for the aftermarket.

Business is strong and predicted to accelerate. Both fleets and owner-operators are adjusting their buy cycles and running vehicles longer to avoid the higher equipment acquisition costs associated with 2007 emissions compliance.

This equates to more need for parts and service.

Savvy independent parts and service professionals who watch the industry’s economic cycles have anticipated this situation and invested in the inventory and resources required to meet the current and coming demand.

Hopefully, your warehouse is equipped with the components to serve the full range of makes and models. Hopefully, your technician staffing is adequately meeting customer needs, with room to grow. Or, as best as the shortage of qualified technicians will allow, anyway.

But even the best business plan, the wisest of investment strategies, likely will not allow you to fully reap available opportunity.

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