Marty Hollingshead 
THE CUSTOMER EXPERIENCE: SURVEYS, REVIEWS & FEEDBACK In previous articles, we covered Sales Basics, Employees, Inventory, Procedures and Processes. All of these areas revolve around the three Ps, which are People, Process, and Product. We will tie all of this together with the importance of Customer Service and the perceptions that are created for individual … Read moreFocus on Fundamentals Part 5
The Importance of Consistency in your Process In previous articles, we covered sales basics, employees, and inventory. We will now talk about your procedures and processes and how doing these things properly can lead to a quality product and top-notch customer service. First, ask yourself this question: Which people in your company are involved in … Read moreQuality is Job One
The important thing to remember here is that sales and revenue are a by-product of your inventory and your process. Purchasing When I was new to the business, a wise person told me, “Always remember, you make your money when you buy the car.” He also said, “The parts that come off of these cars … Read moreYour Inventory; What You Buy, How Your Show It, and How You Price It
At 3:30 on Sunday, July 7, I was ready to leave after working all day. At this moment, I saw on my server screen what turned out to be one of my worst nightmares. It said all of my files had been encrypted. After making a few calls, one of them being to the person … Read moreRansomware: Hacked & Jacked
While this will show up on any Balance Sheet or Financial Statement as an expense, your company’s most valuable asset is your people. They represent your company and project an image of who you are and what you do. This image and perception can be either positive or negative. The employees in your company make … Read moreEmployees — A Company’s Best Asset
In my role with ARA as a mentor, I created some basic instructions for Recyclers that I am mentoring. After looking at this first one, I said to myself, “This is something that is relevant and of use to all recyclers, myself included.” I think that we all from time to time need to focus … Read moreFocus on Fundamentals: Core Competencies
I’m back at work here after attending the ARA Legislative Summit and Hill Day, and this got me to thinking about our association, its history, where it is now, and where it is going. 75 years is indeed a long time for an association to have survived. Even back in the earliest days of automobiles, … Read moreYour ARA Past, Present & Future
There have been a lot of changes recently with ARA, our National Association. ARA and its leadership are focused on how to better serve its members, and the biggest need as I see it is in training and education. ARA is reinventing itself, and more importantly, each and every Recycler in this industry must participate, … Read moreThe ARA (Peer to Peer) Mentoring Program