Engage yourself with your customers. Listen to what they have to say and provide feedback to address their concerns.

More business is lost due to poor service and treatment than to poor product, according to Nancy Friedman of The Telephone Doctor, who presented the recent SEMA webinar entitled “21 Great Unexpected Customer Service Tips.” They include:

• Say something nice to someone at least once a day.
• When in doubt, leave it out. The six touch points of communication include: e-mail, voicemail, snail mail, phone, fax and face-to-face. If you’re in doubt about whether or not to say something to a customer, leave it out to avoid saying something that could be perceived as negative.
• Don’t ever argue with a customer. You will lose every time. Contrary to popular belief, the customer is not always right; they just think they are.
• Be personable and add a signed and dated note to anything you mail out to a customer.
• Use “we” statements.
• Be the first to say hello and put yourself in your customer’s shoes. Build rapport; don’t ever answer a question right away.
• Keep the fences low. Examine the rules you have and make them flexible for your customers.
• Be a double checker.
• We cannot do two things well at once. Choose to do one thing and do it right. Focus on the customer.
• Watch your attitude. Having a great attitude is more important than being in a good mood.
• Respond rapidly to e-mails and phone calls.
• Give a firm handshake to everyone who comes into your store.
• Send thank you notes.
• Use your name and a greeting when answering the phone.
• Listen to your customers and keep an open mind. Don’t interrupt them. Provide feedback.
• It shouldn’t take two people to give good customer service.
• Show empathy and sympathy and know the difference.
• I apologize vs. I’m sorry. Know the difference.
• Be prepared.
• Smile. A phony smile is better than a real frown.

SEMA webinars are free to SEMA members and only $29 for non-members.

Follow this link for more information on this webinar.

For more information on the SEMA Webinar Program and to view a list of all upcoming SEMA webinars, click here.

	Engage yourself with your customers. Listen to what they have to say and provide feedback to address their concerns.

More business is lost due to poor service and treatment than to poor product, according to Nancy Friedman of The Telephone Doctor, who presented the recent SEMA webinar entitled “21 Great Unexpected Customer Service Tips.” They include:

• Say something nice to someone at least once a day.
• When in doubt, leave it out. The six touch points of communication include: e-mail, voicemail, snail mail, phone, fax and face-to-face. If you’re in doubt about whether or not to say something to a customer, leave it out to avoid saying something that could be perceived as negative.
• Don’t ever argue with a customer. You will lose every time. Contrary to popular belief, the customer is not always right; they just think they are.
• Be personable and add a signed and dated note to anything you mail out to a customer.
• Use “we” statements.
• Be the first to say hello and put yourself in your customer’s shoes. Build rapport; don’t ever answer a question right away.
• Keep the fences low. Examine the rules you have and make them flexible for your customers.
• Be a double checker.
• We cannot do two things well at once. Choose to do one thing and do it right. Focus on the customer.
• Watch your attitude. Having a great attitude is more important than being in a good mood.
• Respond rapidly to e-mails and phone calls.
• Give a firm handshake to everyone who comes into your store.
• Send thank you notes.
• Use your name and a greeting when answering the phone.
• Listen to your customers and keep an open mind. Don’t interrupt them. Provide feedback.
• It shouldn’t take two people to give good customer service.
• Show empathy and sympathy and know the difference.
• I apologize vs. I’m sorry. Know the difference.
• Be prepared.
• Smile. A phony smile is better than a real frown.

SEMA webinars are free to SEMA members and only $29 for non-members.

Follow this link for more information on this webinar.

For more information on the SEMA Webinar Program and to view a list of all upcoming SEMA webinars, click here.

Modest updates are in store for the F-150 SVT, and the shooters at Brenda Priddy and Co. have grabbed some recent shots of a Raptor test vehicle flaunting its new LED daytime running lights. The move to front LED daytime running lamps mirrors Ford’s lighting design used in its cars, such as the Ford Taurus sedan and Ford Fiesta compact, which feature the durable, bright lights that use less power than conventional incandescent bulbs.

The white light strips on this test truck supplement the existing LEDs, with unique placement between the front bumper and fenders. Priddy says that the Raptor is Ford’s only half-ton pickup that uses LED marker lamps because its extra track width. It has to adhere to federal regulations mandating illuminated markers. There are three, bright-orange LEDs right in the Raptor’s grille, three in the center high-mounted stoplight and two each at the corners of the front and rear bumpers.

It’s possible the new LEDs could appear on 2011.5 “Job 2” Raptors, but they are most likely slated for the ’12 model year.

According to Priddy, a possible future improvement to the Raptor may include an electronic locking front differential for increased capability in low-speed off-road maneuvers. A front e-locker is available for the limited-edition Ford Racing Raptor XT pre-runner. The 411hp 6.2L V8 is expected to remain the sole engine choice.

Photo Credit: Chris Doane/Brenda Priddy & Company

Modest updates are in store for the F-150 SVT, and the shooters at Brenda Priddy and Co. have grabbed some recent shots of a Raptor test vehicle flaunting its new LED daytime running lights. The move to front LED daytime running lamps mirrors Ford’s lighting design used in its cars, such as the Ford Taurus sedan and Ford Fiesta compact, which feature the durable, bright lights that use less power than conventional incandescent bulbs.

The white light strips on this test truck supplement the existing LEDs, with unique placement between the front bumper and fenders. Priddy says that the Raptor is Ford’s only half-ton pickup that uses LED marker lamps because its extra track width. It has to adhere to federal regulations mandating illuminated markers. There are three, bright-orange LEDs right in the Raptor’s grille, three in the center high-mounted stoplight and two each at the corners of the front and rear bumpers.

It’s possible the new LEDs could appear on 2011.5 “Job 2” Raptors, but they are most likely slated for the ’12 model year.

According to Priddy, a possible future improvement to the Raptor may include an electronic locking front differential for increased capability in low-speed off-road maneuvers. A front e-locker is available for the limited-edition Ford Racing Raptor XT pre-runner. The 411hp 6.2L V8 is expected to remain the sole engine choice.

Photo Credit: Chris Doane/Brenda Priddy & Company

Marty Furman Hired as Toyo Tire COO
Toyo Tire U.S.A. Corp. hired Marty Furman as its chief operating officer (COO) to manage all functional departments of the company, including technical services, sales, marketing and pricing. Furman has extensive management experience with well-known companies, including Procter & Gamble, Avery Dennison and Trojan Battery Co. In his recent role as COO of Pentel of America, he led the company to significant internal performance improvements and progressive market share gains. His senior executive responsibilities over the years have included all facets of the organization, including finance, business development, marketing, sales, product development, plant management, manufacturing and engineering.

Red Line Partners With Al-Anabi Racing
Red Line Synthetic Oil Corp. has partnered with the Al-Anabi Racing team for the 2011 NHRA Full Throttle Drag Racing season. Red Line Oil will provide oil and lubricants for the Al-Anabi Racing Top Fuel entries driven by Del Worsham and 2010 NHRA Full Throttle Top Fuel champion Larry Dixon.

AutoStream Announces Record Month, Company Milestone
AutoStream announced that the company experienced a record month in 2010, with 5,700,000 views of "Fastlane Daily" current and back catalog of shows. The company also recently experienced a historic milestone: Since its creation in 2007, "Fastlane Daily" has served 102,000,000 views through YouTube alone.

AAIA's Lee Kadrich Retires
Lee Kadrich, vice president of government affairs and trade for the Automotive Aftermarket Industry Association (AAIA), has retired after 29 years. Kadrich served as staff liaison to the AAIA Government Affairs Committee and as executive director of two AAIA membership segments, the Auto International Association (AIA) and the Heavy Duty Distribution Association (HDDA). Kadrich received the Auto International Association (AIA) Person of the Year Award in 2006. He also was the recipient of the 2006 Northwood University Automotive Aftermarket Management Education Award.

Federated to Sponsor Ken Schrader Racing
Federated Auto Parts will sponsor the Ken Schrader Racing ARCA team in 2011. The Federated car will be driven by Tom Hessert, who finished third in the final ARCA points standings with one win, 10 top-five finishes and 15 top-10 finishes.

Petersen Museum Celebrates the '32 Ford With Deuce Week
The Petersen Automotive Museum will celebrate the 80th anniversary of the ’32 Ford during Deuce Week in March 2012. The four-day event begins Wednesday, February 29, 2012, and will include two driving tours that include visits to local hot-rod builders and private collections. On-site events at The Petersen include Thursday evening's "Hot Rod Round Table; Past, Present and Future" panel discussion featuring distinguished hot-rod builders and historians, a Friday night gala and a Saturday "Deuce Day" car show featuring more than 400 ’32 Fords. All proceeds raised during Deuce Week will help fund educational programs and exhibits at the Petersen Automotive Museum.

NEW HOME: Mike Conway will return from injuries suffered during the 2010 Indianapolis 500 to drive for Andretti Autosport throughout the IZOD IndyCar Series season.

HE’S BACK: Former Champ Car World Series champion Cristiano da Matta will return to full-time racing this year as part of the Jaguar RSR American Le Mans Series team. Bruno Junqueira and P.J. Jones will also drive for the Jaguar team.

CHANGES: NASCAR will implement a new 43-1 point system this season in all three of its national touring divisions. Officials also announced that the final two positions in the Chase will be awarded to the two drivers with the most victories who are outside the top 10. Follow this link for more information.

SITTING OUT: NHRA Funny Car competitor Ashley Force Hood is pregnant with her first child and will sit out the 2011 racing season. Mike Neff, who last drove a Funny Car in 2009, will replace her.

TIME WARP: Scott Pruett, Memo Rojas, Joey Hand and Graham Rahal led a one-two sweep for Ganassi Racing during the Grand Am Rolex Series Rolex 24 at Florida’s Daytona International Speedway.

WESTERN ALL-STAR: Jason Bowles held off D.J. Kennington to win the NASCAR K&N Pro Series Toyota All-Star Showdown at Toyota Speedway at Irwindale in California Saturday night.

JERSEY GAMBLER: Ted Christopher bested Matt Janish to win the Gambler’s Classic for three-quarter midgets Saturday night at Boardwalk Hall in Atlantic City, New Jersey, for the second time in his career.

PICK YOUR PARTNER: MillerCoors and Beer Capitol Distributing will join together to be a prominent sponsor of the Milwaukee 225 IZOD IndyCar Series event at The Milwaukee Mile in West Allis, Wisconsin, June 18–19.

SUBSCRIBE: National Speed Sport News has been published weekly since 1934. To subscribe to National Speed Sport News, click here for more information.

NEW HOME: Mike Conway will return from injuries suffered during the 2010 Indianapolis 500 to drive for Andretti Autosport throughout the IZOD IndyCar Series season.

HE’S BACK: Former Champ Car World Series champion Cristiano da Matta will return to full-time racing this year as part of the Jaguar RSR American Le Mans Series team. Bruno Junqueira and P.J. Jones will also drive for the Jaguar team.

CHANGES: NASCAR will implement a new 43-1 point system this season in all three of its national touring divisions. Officials also announced that the final two positions in the Chase will be awarded to the two drivers with the most victories who are outside the top 10. Follow this link for more information.

SITTING OUT: NHRA Funny Car competitor Ashley Force Hood is pregnant with her first child and will sit out the 2011 racing season. Mike Neff, who last drove a Funny Car in 2009, will replace her.

TIME WARP: Scott Pruett, Memo Rojas, Joey Hand and Graham Rahal led a one-two sweep for Ganassi Racing during the Grand Am Rolex Series Rolex 24 at Florida’s Daytona International Speedway.

WESTERN ALL-STAR: Jason Bowles held off D.J. Kennington to win the NASCAR K&N Pro Series Toyota All-Star Showdown at Toyota Speedway at Irwindale in California Saturday night.

JERSEY GAMBLER: Ted Christopher bested Matt Janish to win the Gambler’s Classic for three-quarter midgets Saturday night at Boardwalk Hall in Atlantic City, New Jersey, for the second time in his career.

PICK YOUR PARTNER: MillerCoors and Beer Capitol Distributing will join together to be a prominent sponsor of the Milwaukee 225 IZOD IndyCar Series event at The Milwaukee Mile in West Allis, Wisconsin, June 18–19.

SUBSCRIBE: National Speed Sport News has been published weekly since 1934. To subscribe to National Speed Sport News, click here for more information.

NEW HOME: Mike Conway will return from injuries suffered during the 2010 Indianapolis 500 to drive for Andretti Autosport throughout the IZOD IndyCar Series season.

HE’S BACK: Former Champ Car World Series champion Cristiano da Matta will return to full-time racing this year as part of the Jaguar RSR American Le Mans Series team. Bruno Junqueira and P.J. Jones will also drive for the Jaguar team.

CHANGES: NASCAR will implement a new 43-1 point system this season in all three of its national touring divisions. Officials also announced that the final two positions in the Chase will be awarded to the two drivers with the most victories who are outside the top 10. Follow this link for more information.

SITTING OUT: NHRA Funny Car competitor Ashley Force Hood is pregnant with her first child and will sit out the 2011 racing season. Mike Neff, who last drove a Funny Car in 2009, will replace her.

TIME WARP: Scott Pruett, Memo Rojas, Joey Hand and Graham Rahal led a one-two sweep for Ganassi Racing during the Grand Am Rolex Series Rolex 24 at Florida’s Daytona International Speedway.

WESTERN ALL-STAR: Jason Bowles held off D.J. Kennington to win the NASCAR K&N Pro Series Toyota All-Star Showdown at Toyota Speedway at Irwindale in California Saturday night.

JERSEY GAMBLER: Ted Christopher bested Matt Janish to win the Gambler’s Classic for three-quarter midgets Saturday night at Boardwalk Hall in Atlantic City, New Jersey, for the second time in his career.

PICK YOUR PARTNER: MillerCoors and Beer Capitol Distributing will join together to be a prominent sponsor of the Milwaukee 225 IZOD IndyCar Series event at The Milwaukee Mile in West Allis, Wisconsin, June 18–19.

SUBSCRIBE: National Speed Sport News has been published weekly since 1934. To subscribe to National Speed Sport News, click here for more information.