Aftermarket Insider Issue 82 - (Page 16)

A SS o c i At i o N N E w S head of the class Gustafson’s Auto Clinic, Inc./Tirecraft 20 12 16 | AFTERMARKET INSIDER | VOLUME 82 The AAIA Education Committee, sponsor of the AAIA Head of the Class Award, has been interviewing winners of the 2012 award to learn more about each company’s philosophy and success with its education and training investment. Gustafson’s is a recipient of the 2012 Head of the Class Award – Repair Shop Category. Gustafson’s is a nine-person shop located in Athabasca, Alberta, Canada, a town of approximately 3,000 people located 90 miles north of Edmonton. How has your training strategy evolved? How did you recognize that training was so important? Stacey and Kevin Gustafson are no strangers to understanding the importance of education and training. Kevin’s father started Gustafson’s Auto Clinic/ Tirecraft in June 1984. Stacey’s family was in the restaurant business, so they both grew up in family businesses that required constant learning and solid customer service. Stacey and Kevin took over the business from Kevin’s father in 1997. Since that time, they have made substantial improvements to the company through their dedication to education and managing the business for increased profitability. They want to make sure that they and their staff are ready to service the vehicles coming into their bay five years from now. In addition, the province of Alberta, Canada has an automotive service technician trade regulation that requires 1,500 hours of on-the-job and technician training courses. Kevin, a licensed automotive service technician, went through the apprentice program where he learned the value of new technology and keeping ahead of the competition (Apprenticeship and Industry Training Act, Automotive Service Technician Trade Regulation). They have always worked with their suppliers and read magazines, but have added a dedicated lab with DVDs and manuals that can be borrowed. Each employee now has his own laptop and has access to online training. They also send their employees, free-of-charge and with pay, to live courses. In order for employees to understand how their work contributes to the success of the entire company, employees are trained in shop processes and business management. Every employee is required to go through a complete technical development assessment, full vehicle inspection performance and soft skills training, such as customer service and proper etiquette. Stacey says they hire the best people around, who can understand they are an extension of the company. Each employee has an established training path.

Table of Contents for the Digital Edition of Aftermarket Insider Issue 82

Aftermarket Insider Issue 82
Contents
President’s Message
Segment News
Essential Information
Company Profile
Government Affairs
Member Profile
Toolbox
Inside Technology
Software Piracy in the Aftermarket
Head of the Class
Market Intelligence

Aftermarket Insider Issue 82