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Aftermarket

Aiming at a fast moving target

By Steve Shankin

I get pretty frustrated at the lack of good information available in this industry. I’ve looked at all the new unit sales data from a number of different resources — ...

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Start your end (cap)

By Jennifer Robison

Last month I mentioned that taking action by exploring your due diligence was one of the most thoughtful things you can do to determine what to stock, how much, when, ...

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Check your perceptions

By Steve Shankin

Perception is reality. It’s simple, and it’s fundamentally true — on a case-by-case basis. If you’re my customer, and if you believe that my products are great, then for all ...

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The only purpose of customer service

By Tim Calhoun

It is my belief that customer service is absolutely what differentiates bad companies, good companies and great companies over the long run. When customers contact your customer service department, they ...

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What exactly are you selling?

By Steve Shankin

It’s sure as heck not vehicles. You’re selling fun, adrenalin, freedom — or some other emotion or experience. Your customers don’t have a burning passion for owning a motorcycle, ATV, ...

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