Is your dealership embracing technology?
I recently attended MODEX 2024, and this year’s show was highly anticipated by professionals across our industry. Automation, robotics, software solutions, artificial intelligence, and more were all on display providing a glimpse into the future of our industry. With connected smart automation solutions aimed at streaming supply chain operations it made me think of different areas where a lift truck dealership could streamline their...
Data-driven decision making
One of the MHEDA’s 2024 Material Handling Business Trends states, ‘Technology is profoundly impacting the material handling industry including artificial intelligence, digital automation, data-driven decision-making, and the integration of advanced systems that optimize efficiency, productivity, and safety. Members must have a clear understanding of emerging technologies.’ Let’s dissect that statement, in particular explore the topic...
Service and part departments need to track their KPIs to achieve growth
As we are well into the first quarter of 2024, the subject of labor shortages continues to be a trend across our industry. Dealers that I talk to stress that the growth of their service and parts departments’ revenue continues to be impacted by the shortage of skilled forklift technicians. The topic of attracting, hiring, and retaining technicians continues to be a hot topic, however, in this month’s column, I will focus on...
Are you embracing the electrification of forklift fleets?
This time last year, in February 2023’s edition, I asked the question, ‘who owns the end-customer and their customer experience’ when it comes to the dealership and the battery agent? Electrification in the material handling industry, electrified equipment, and fleets, continue to be business trends within our industry and into the future. According to Transparency Market Research, they estimate the global forklift battery market...
Elevate customer service in the parts department
Can you believe we’re already in January? Cheers to the New Year! I hope as you read this, your business and personal successes were prosperous in 2023 and you are entering the new year with enthusiasm for everything 2024 has in store. With that, let’s delve into the topic of customer service at the dealership—a subject consistently at the forefront of discussions among industry professionals. Customer service training...
Know your Key Performance Indicators in rental management
As the calendar turns to November, it’s hard to believe that it’s been over a year now since becoming a regular contributor in this Aftermarket column. In last month’s edition, I wrote about the topic of relational capital; the intangible asset that encompasses the network of relationships you build with your customers, partners, and employees. My personal relational capital has allowed me to regularly get inspiration for content to...
Relational capital
I recently attended a leadership conference in Boston. While my plans during my stay in Boston included seeing a Red Sox game in the evening at Fenway Park, enjoying a pint of beer at an Irish pub, and eating clam chowder and lobster, I was also looking forward to the lineup of speakers and workshops at this conference. One speaker in particular was Ed Wallace and his workshop on relational capital. Ed Wallace is President and...
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