These days, it is all about the “virtual” experience. It has taken over many of our schools, work environments, and even social engagements one would have never thought possible on a screen — birthday parties, holiday celebrations, even weddings and happy hour. You can have groceries delivered, a doctor’s appointment and — as we know too well — a vehicle repair, all while remaining contact-free.
As vaccines continue to roll out and we inch back toward closing the laptop and interacting in person, many of these virtual elements of life that have become routine will remain. While it is not a model that works best in a shop, a recent poll by Gartner reported that 80 percent of responding companies planned to allow remote work at least part of the time going forward.
Customers may continue to prefer a no-contact key exchange and text notification when repairs are complete, rather than scrolling through social media with a cup of coffee in your waiting room.
Technicians may find it easier to work on continued technical training through on-demand streaming options they can access on their own time, as opposed to having to travel to training events and adjust their work and family schedules accordingly.
The use of ecommerce for ordering tools and continues to tick upward, and as we report in our Aftermarket Profile this month, 79 percent of our PTEN readers purchase from online retailers including Amazon, eBay, Tooltopia, and more. Does this mean the automotive aftermarket is trending toward a model of as little contact as possible? Not quite.
Zoom, Microsoft Teams, Skype, and the like may have had a banner year. But the need for and importance of live, in-person communication and interaction remains. Ecommerce may be growing, yet our readers still name mobile tool distributors as their No. 1 source for tool and equipment purchases.
Over the past year, we’ve learned the meaning of “essential” in terms of the workforce. In keeping your business profitable and properly equipped, personal relationships also remain essential. Whether that be maintaining communication and connection with your customers or talking through a new tool or equipment purchase with your mobile dealer, some interactions cannot be replaced with virtual options.
As the newly appointed editorial director of Endeavor Business Media’s Vehicle Repair Group, I look forward to the opportunity to connect with our readers — both virtually when needed and in person when able. In better understanding our audience and their needs, I hope to help our group’s five brands — PTEN, Professional Distributor, Motor Age, Auto Body Repair Network (ABRN) and Aftermarket Business World — remain a staple in the aftermarket space. It is a role that after nearly 15 years of experience in the industry I’m excited to tackle, albeit from my home office. So, while I prefer to meet you with a handshake and a hello, for the time being, virtual will have to do.
