HONING YOUR SKILLS IN OUR EVOLVING INDUSTRY
Evolution is constant in the automotive industry, and today, the industry is changing faster than ever. Recent technology like ADAS has helped reduce the number of collisions, but once there is a collision, the complexity of repairs has increased. Similarly, the growth of the Hybrid and EV segments has changed the traditional demand for parts. Today’s parts managers and parts counter people need to continually hone their skillsets to keep up with these latest trends, demands, and technology.
Today’s customers are changing, too. When you consider inflation and the current economic trends, vehicle cost and the vehicle ownership lifecycle have evolved. According to Kelley Blue Book1, the average transaction price of a new vehicle is above the $48,000 mark, with the average luxury vehicle over $66,000.
With new vehicle prices escalating, many drivers are keeping their vehicles longer. The Wall Street Journal recently reported2 that the average age of vehicles on U.S. roadways has risen to a record 12.1 years, and it’s not uncommon for a vehicle to have multiple owners over the years and last for 200,000 miles or more.
With vehicles on the road longer, there’s a greater chance they will be involved in a collision and have a mechanical issue at some time during their lifecycle, which can translate into more business for your Parts Department. Your opportunity is to keep the lines of communication open with your wholesale accounts. Let them know you’re the best source for mechanical and collision repair parts for all Lexus vehicles, regardless of age. In addition, reinforce the Lexus quality story versus aftermarket parts.
“Be proactive with your customers—your most important skill is communication, and if you’re waiting for parts, don’t ‘hide’—call your customer with a ‘No Update Update’ to let them know that the ‘update’ is that you do not have an update.”
—Mike Anderson
CollisionAdvice
EVOLUTION OF THE AUTOMOBILE
Internal combustion engines are giving way to hybrid, electric, and other alternatives, like hydrogen. The challenge is to be familiar with these new drivetrain alternatives. One example, Automotive News has created an Electric Vehicle Glossary of Terms3 so you can be familiar with the different components in an EV, which may get damaged in a collision.
WAYS TO HONE YOUR SKILLS
In today’s market, the reality is that parts ordering is automated with systems like Microcat PartsBridge, CollisionLink, and TRAXCollision. It’s essential to be “fluent” in these different systems to ensure you are in sync with your customers. One way, as Anderson says, “Be sure to bill parts out in the same order as they were received. It makes it easier for customers to see that you ordered the needed parts.”
Another tip from Anderson is, “Go old school and get out of the dealership and visit your key accounts. When was the last time you physically visited your independent repair facility clients? Or your top collision repair customers? Show up in person and ask them, ‘How better can I serve you?’” This type of service disappeared during the pandemic, now is the ideal time to start doing it again.
The keys to honing your skills in this environment are simple: Stay on top of the latest technology—about new vehicles, repair procedures, and parts ordering systems. Learn the latest software. Become familiar with TIS and New Car Features as new models are introduced. And the bottom line: Keep lines of communication open with your key accounts—let them know you care and you’re there to support them. Do that, and you’ll succeed regardless of the economy.
FOOTNOTES/LINKS
- Kelley Blue Book, “Consumers Pay More for Both Non-Luxury and Luxury New Vehicles in October” https://mediaroom.kbb.com/2022-11-09-Consumers-Pay-More-for-Both-Non-Luxury-and-Luxury-New-Vehicles-in-October,-According-to-Latest-Kelley-Blue-Book-Average-Transaction-Price-Data
- Wall Street Journal,“Americans Are Keeping Their Cars Longer” https://www.wsj.com/articles/average-u-s-vehicle-age-hits-record-12-years-11623680640
- Automotive News, EV Powertrain glossary https://www.autonews.com/technology/ev-powertrain-glossary-few-moving-parts-not-simple
