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FINE-TUNING THE PROCESS
Retailers and salespeople talk making mistakes, learning to prioritize and improving the customer experience.
“I don’t make mistakes—well, except for that one time. And that other time. And the third time. In all seriousness, I make mistakes every single day. Usually small, some not so small. But with each mistake, I learn something new.” - Nick Apicella, Vanguard Automotive Design, Stony Point, NY “I recommend other retailers try dealership work and expand their revenue streams. It helps plan for tougher times.” -Philip Lindsley, Titan Motoring, Nashville, Tenn. “I’ve learned to prioritize and delegate a lot better. It’s one thing to be a sales pro and focus on selling, and then there’s management and that involves completely different expectations. I’m still learning my craft every day, trying to get better, especially on the management side. I’ve gotten a better grasp on my day to day, really focusing on the key things, make sure those are my priority, and then not letting it overwhelm me.” - Robert Kowatch, Perfectionist Auto Sound & Security, Anchorage, Alaska
6 Mobile Electronics November/ December 2023
Keeping it Clean to Improve Customer Care C.J. Barnhart, Solar Pro Tint n Tunes, Warrensburg, Mo. While cleanliness has always been a top priority at Solar Pro, mainly due to window tinting and how it directly impacts the appearance of an installation, the pandemic brought it even more to the forefront. An additional
emphasis was placed on seat covers. “Even if a customer doesn’t care, we still apply those practices,” he said. “Not only is it safer, but it saves time, and we’ll keep doing that [beyond COVID] just for the protection of the car.”
