Jasper Engines & Transmissions is sponsoring the Town Hall Academy, hosted by Carm Capriotto of Remarkable Results Radio; a program to help automotive aftermarket professionals improve their business – one lesson at a time. One great aspect of Town Hall Academy allows service professionals to learn from their industry colleagues in a round table forum. There are new ideas and perspectives shared from aftermarket professionals who have a passion for the topic of discussion. The following topic, with respect to providing exceptional customer service, has been provided by Carm himself. Please read and 'click' on the link for access to the podcast... enjoy!
Carm Capriotto for JASPER (Blog 1 of 6)
Finding differentiation is easy if you commit to doing something better than anyone in your market. It is just good business to have a strong business culture (code of conduct), documented processes, great systems, strong customer relationships, quality workmanship and controls, a training culture, cleanliness and the biggest of them all customer service.
Have you ever felt the extra special treatment at a luxury hotel when you’ve asked the hotel concierge for help with something? Haven’t you always felt like a dignitary; as if you were the most important customer at the hotel?
Conceptually, luxury hotel level concierge service is the basis of this discussion with your industry colleagues; shop owners Bruce Howes, Jeremy O’Neal and Dave Kusa. Together, this panel remarks not only the value of top level customer service and what it means to your business but what they are doing to go above and beyond the standard.
“True Concierge Service is not a company policy. It is a code of conduct that everyone in your company adopts.” When customers experience a higher level of customer service, exceptional treatment and follow through, they remember it more than the service you performed.
In this enlightening Town Hall Academy, you will hear about business culture, quality controls, cleanliness, loaner cars, and creating a more loyal customer. The discussion continues with ‘one free thing’, a token gift, and how deep should a concierge level of service go.
We are always so time challenged to attend or participate in great seminars, so dig into these Academy sessions. Set aside your own time to engage with your industry colleges as they pay it forward. Go here to listen or watch the lesson. Enjoy it like a documentary, learn like a seminar.
(Pictured left to right): Bob Pickett, Rich Mehling, Brian Kuhs and Denny Schepers.
For the second consecutive year, four over-the-road drivers from Jasper Engines & Transmissions' transportation division, JET Transit, brought home the Team Championship trophy from the Indiana Motor Truck Association (IMTA) 2017 Truck Driving and Technician Championships, held June 3rd in Indianapolis.
Drivers competing for JET Transit were Bob Pickett, Rich Mehling, Brian Kuhs and Denny Schepers. The IMTA Championships allow some of Indiana's finest driving professionals to compete against each other.
The competition consisted of a written examination, a pre-trip inspection and a driving skills test. JET Transit's four drivers outscored the competition for the coveted Team Championship Award.
"Our drivers take this competition very seriously by practicing multiple weekends on their personal time," said Kevin Broughton, JET Transit Division Manager. "The results speak for themselves."
Individually, Brian Kuhs placed 3rd in 5-Axle Sleeper Berth Tractor, Dennis Schepers placed 2nd in Straight Truck, Bob Pickett placed 6th in Tanker Truck and Richard Mehling placed 5th in 4-Axle Tractor.
"Thank you for showing all of Indiana what we at JASPER® already know," added Luke Bawel, JASPER Vice President of Integrated Logistics/JIS. "We have the Best Professional Drivers in the business!"
Recently, one of our customers spent a day with us touring our Indiana facilities. Here's what he had to say...
I would like to take this opportunity to thank you for a very enjoyable and informative tour of the JASPER remanufacturing facilities. My entire experience was extremely well organized and pleasant from beginning to end. Touring the facilities allowed me to appreciate exactly how much expertise and quality goes into remanufacturing a JASPER product. Along with learning more about specific JASPER products, the tour allowed me to ask questions regarding the entire remanufacturing process. Thank you again for a unique insight into Jasper Engines & Transmissions and for providing your customers with complete access to the JASPER facilities. I would also like to personally thank our JASPER Representative, Joe Tomlinson, for the exceptional job he does all year long.
Michael Cole, Owner
Michael Cole Enterprises, Inc.
West Grove, Pennsylvania
The Customer Profile featured in this blog post is Cooper Service of Orland Park, Illinois. Cooper Service is a full-service auto and truck repair facility, with light-duty and heavy-duty towing and recovery capabilities.
Don Cooper is the 2nd generation owner of the business. Don’s father, Paul, started the business in 1956 as a Conoco-Phillips station on West 159th Street in Orland Park. The business was named Paul’s Conoco until about 15 years ago, when the name was changed to Cooper Service, Inc. It was also about that time the business changed locations, and moved to its present address at 16400 South 104th Street in Orland Park.
Cooper Service boasts 16,000 square feet of space. This includes 11 service bays, with overhead cranes in each bay, and an entrance and lobby area roughly the size of the original location.
No job seems too big, or too small for Cooper Service. Their services include complete auto and truck repair, computer, mechanical and electronic diagnostics and repair, and a heavy-duty and light-duty towing and recovery program. It has three tow trucks and an onsite mobile service truck.
“Our #1 goal is when a customer’s vehicle leaves here, their problem is fixed,” Don Cooper said. “Cooper Service invests in the facility, tooling, equipment and personnel training to make that goal a success.”
Speaking of personnel, Cooper Service is staffed by 10 associates, including four ASE-Certified technicians. The company encourages their employees to further their automotive education, as it helps determine their pay level. Cooper will pay for additional employees’ education, depending on the subject of the seminar.
Cooper Service has been an installer of JASPER® quality remanufactured gas and diesel engines, transmissions, differentials and diesel fuel components since the 1950s. “Product quality is #1,” said Don Cooper. “Our customers are happy with JASPER components. If there ever is an issue, it is taken care of quickly and professionally.”
“Cooper Service continually invests in whatever it takes to do the job right for the customer,” added Don. Whether that be in the tooling, facility improvements, or the training of our employees.
The future for Cooper Service is to continue to grow and invest in the business, and to continue to provide the best service for their customers.