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"How important is it that your technicians excel in customer service?""Very important!" I want my employees to reflect my attributes and attitudes toward our customers. If management presents honesty and courtesy in their dealings with customers, the employees will reflect that image. It’s always rewarding to have customers comment on both the quality of the services performed and the employees’ courtesy shown toward them in helping to solve their problems. I want my employees to have that good feeling and gratification of a job well done at the end of the day."
Glenn Lewis, AAM, owner
Lewis Automotive
West Chester, Pa.The Automotive Service Association of Michigan (ASA-Michigan) has made a commitment of $50,000 to EXCEL 2000, the Automotive Service Association Management Institute’s (ASAMI’s) partnership with the industry. This Charter Counsellor level commitment will be combined with other leadership investments to continue to develop and deliver high quality management education programs for the automotive service professional.
The most trouble-free engines manufactured in North America last year were in the Toyota Avalon and Camry, according to J.D. Power and Associates Engine Quality Report. Produced in a plant in Kentucky, these engines had 5.9 problems per 100 vehicles. General Motors’ Spring Hill, Tenn., plant, which produces engines for Saturn, ranked second with 7.9 problems per 100 vehicles. The overall industry average was 17 problems per 100 vehicles.
Twice as many family-owned businesses have formal succession plans than just a few years ago, according to Massachusetts Mutual Life Insurance Co.’s third annual survey of family business owners. The number of respondents who report having a formal plan to guide the transition of the business from one generation to the next has more than doubled since the first survey, from 21 percent in 1993 to 44 percent in 1995.
A USAA Insurance official told representatives of the Automotive Service Association (ASA) in March that USAA does not believe a preferred provider organization (PPO) type of auto collision policy makes sense. The meeting between Israel Yzaguirre, USAA assistant vice president, Auto Claims Policy, and ASA Collision Division leaders was part of a series of meetings division leaders have held with insurance executives. State Farm and Allstate representatives have also told ASA their respective companies do not plan to implement collision PPOs.
Three Receive Awards At ASA Annual Convention:
Award:
Automotive Service Association (ASA) Collision Division Phoenix Award for dedication to the collision industry.
Recipient:
Bob Anderson, AAM, owner of Anderson’s Automotive Service, Sheffield Village, Ohio.
Notable quote:
"[Anderson’s] willingness to work with all entities has assisted in creating a more unified collision industry," Russ Verona, AAM.Award:
Mechanical Division Alpha Award for contributions to the service industry.
Recipient:
Richard F. (Rick) O’Brien III, AAM, co-owner of McKenney’s Service Center, South Portland, Maine.
Notable quote:
"Rick operates an ASA repair facility where the association is proud to have its Code of Ethics on display," Bruce McLaughlin, AAM.Award:
ASA Jack Norton Memorial Award for service to the association and the industry.
Recipient:
Chuck Overbey, AAM, owner of Overbey Transmission Specialists, La Habra, Calif.
Notable quote:
"Chuck has supported this association both locally and nationally for over 15 years, operating his shop by, and often exceeding, recommended practices," Jerry Kottschade, AAM.ASA Main Page || AutoInc. Main Page
TechTips || Stat Corner || News Briefs
News Briefs Extra || Taking The Hill || Directions
A Team Approach || EPA Proposes || Tech To Tech
Testing Shortcuts || Paint Preparation || Convention Puts Members
Around ASA || More Info About AutoInc. || Chairman’s Message
AutoInc. Magazine ®, Vol. XLIV No. 6, June 1996