Back to School

There is not doubt that training and education are critical to success in the highly-competitive automotive aftermarket today.

While most of the aftermarket is focused on the training needs of the service provider and technician, the fact remains that having properly trained professionals at jobber operations is important to the success of each individual store and the aftermarket as a whole.

Counterpeople need to know how to communicate with customers at the wholesale and retail level, and managers need to know how and what to stock, as well as how to allocate inventory resources in the most efficient and effective way possible.

The articles that follow will provide some insights into both of these aspects for several important product segments, but all readers and managers are urged to take the training philosophy further.

Virtually every major supplier has training programs that can offer information to help you and your operation. Everything from product knowledge to merchandising tips and even financial management are available in the market.

Chuck Udell, who for many years was the head of the University of the Aftermarket and is now a senior partner in the Essential Action Design Group with Tom Easton, says that the best blend of training includes more than one method.

“I believe that blended learning is the most effective and cost-efficient form of training. We define blended learning as learning programs that include multiple methods of delivery, such as instructor-led classes, on-line instruction, on-the-job activities, job aids, and supplemental reading.”

He says too that there needs to be a distinction between training and education.

“Training and employee education are as different as a fuel injector and a fuel pump on a vehicle’s fuel system. Both of these parts are critical to the performance of the vehicle; however their function and role are quite different. Employee training and education are both critical to the performance and efficiency of all store employees, managers, and store owners, and the functions and roles of training and employee education are very different.

“Employee education is about knowing. Employee training is about doing. Both are needed to achieve competent, effective and efficient managers and front-line customer service employees.”

Learning makes everyone more effective, and more confident in their daily duties. It’s good for the individual’s self esteem and it’s good for business.

Consider the following articles as a few steps in a journey toward personal and professional success.