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By Counterman
The Automotive Aftermarket Products Expo (
link hidden, please login to view) has released the full floor plan and schedule for its annual event. A major update this year is the segmentation of the show floor by product and service category. AAPEX organizers said this change allows attendees to navigate the event more efficiently and focus on the technologies and solutions they need most. Exhibitors will also benefit from this targeted layout, which is designed to attract qualified buyers actively searching for specific products.
“Evidence of the industry’s evolution is reflected in the dynamic range of technologies, products and services offered by today’s aftermarket companies,” said MEMA Aftermarket Suppliers Vice President of Events Liz Goad. “AAPEX’s complete categorization of the show floor by product segment is a strong example of how we’re working to enhance the experience for both attendees and exhibitors.”
Show Layout and International Focus
AAPEX 2025 will take place in The Venetian Expo and Caesars Forum. Exhibitors span more than 1,400 product categories across three main halls. Joe’s Garage will return with 10 fully operational service bays for live training and demos.
The floor will also feature sections dedicated to Tools & Equipment, Tire Servicing, Electric Vehicles and international suppliers. AAPEX 2025 includes an International Sourcing Hall and Matchmaking services to connect suppliers with global buyers. Exhibitors from over 46 countries will attend, including Canada, Mexico, Brazil and China.
Training Sessions and Learning Tracks at AAPEX 2025
The full AAPEX 2025 schedule features 75+ training sessions across eight learning tracks. WORLDPAC Technical Training Institute will deliver 14 expert-led diagnostic sessions for repair technicians. NAPA Autotech will lead 18 additional targeted sessions.
Innovation stages on the show floor will host product demos and training sessions in emerging areas such as EV repair and ADAS calibration.
Featured Events and Networking Opportunities
AAPEX 2025 includes a full lineup of special events:
AAPEX Reception (Nov. 3, 6:00-8:00 p.m., Venetian Expo Lobby): Industry welcome party. Open to all; no RSVP required. Keynote Breakfast (Nov. 4, 6:30-8:45 a.m., Palazzo Ballroom): Hockey icon link hidden, please login to view Tickets required; link hidden, please login to view. Free Buyers Lunch (Daily, 11:00 a.m.-1:00 p.m., Caesars Forum): Exclusive to buyers; no RSVP needed. Beers and Gears Networking Reception (Nov. 4, 4:00-6:00 p.m., Joe’s Garage): Casual service pro networking. Import Vehicle Community Fabulous Networking Reception (Nov. 4, 5:00-6:30 p.m., Titian Ballroom): Key players in the import/export space. Tickets required. Contact [email protected] with ticket inquiries. OAC Global Reception (Nov. 4, 6:30-8:00 p.m., Flight Club): 500+ global attendees. link hidden, please login to view Dedicated Sessions for Industry Segments
On Wednesday, Nov. 5, AAPEX 2025 continues with industry-specific gatherings:
MEMA Aftermarket Suppliers Member & Media Briefing (7:15-8:45 a.m., Casanova 501): Trends for MEMA members and media. Registration required. Women in Auto Care Awards Ceremony Breakfast (7:00-8:45 a.m., location TBD): Celebrates Women of the Year honorees. Tickets required. Student Engine Assembly Competition (10:00-11:00 a.m., Joe’s Garage): Vocational teams compete live. Women in Auto Care and Allies Reception (5:00-6:00 p.m., Titian Ballroom): Open to all. No RSVP required. “The automotive aftermarket is facing a lot of uncertainty as the supply chain gets rewired, which makes events like AAPEX all the more important,” said Auto Care Association VP of Meetings & Events
link hidden, please login to view. “The changes we’ve made and events we’ve added are designed to help the tens of thousands of buyers in attendance find what they need fast, despite the expansive conference exhibit floor.” AAPEX 2025 Registration Details
Registration for AAPEX 2025 is now open. Passes cost $75 through Sept. 26 and $100 after that date. Training sessions cost $150 each, or attendees can buy a five-session package for $400.
Qualified vocational students and members of the media may receive complimentary registration. AAPEX strongly encourages attendees to book hotels early via onPeak, the show’s official housing partner.
More information is available at
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By Counterman
We all make mistakes. Nobody’s perfect, and despite our best efforts, things can (and will) go sideways when we least expect them to. Some mistakes are just minor errors that can easily be corrected, or situations that are resolved without too much fuss. Others are much more damaging to your brand and your reputation. These are the mistakes that cost you profitability, as well as customers.
These “big picture” mistakes go far beyond choosing the wrong year and model while cataloguing a customer’s parts request, or misquoting a price. Although some customers may be less than understanding when we make the little errors, most reasonable people are willing to overlook the occasional screw-up if their overall experience remains positive. Experience-killing mistakes tend to be more problematic because they are deeply rooted in poor customer service.
If you’re assuming that the woman at your counter isn’t knowledgeable about her vehicle, or that the scruffy-looking guy driving a 20-year old pickup doesn’t care about premium quality, you risk offending both of these potentially valuable customers.
Appreciation is important to all of us, customers and staff included. Overworked or overstressed employees may not feel as though management appreciates their contributions, or that their customers appreciate the assistance they are attempting to give them. For a customer, feeling unappreciated leads to an unfulfilling experience at your counter, and might make them think twice about future business with your company. Remember that your front-line workers may be juggling multiple tasks at any given moment, from restocking and housekeeping duties to fielding telephone calls or internet orders. When a real live customer needs assistance, they don’t want to be made to feel like an interruption, or that their requests are less important than any other task at hand.
Assumptions can come in many forms, and are rarely useful to providing good customer service. From the customer’s appearance or language skills, to the type of vehicle they’re servicing, we might make assumptions about their needs, or even about their purchasing power. Profiling or otherwise stereotyping a person based on these cues shortchanges both the customer and ourselves. If you’re assuming that the woman at your counter isn’t knowledgeable about her vehicle, or that the scruffy-looking guy driving a 20-year old pickup doesn’t care about premium quality, you risk offending both of these potentially valuable customers.
Listening to what the customer has to say is even more important than telling them what you think. It’s why we have two ears and only one mouth! Too often, people spend half of a conversation planning what they intend to say next rather than trying to understand what they are hearing. This not only leads to potentially misunderstanding the customer’s needs, but also leaves us open to making those smaller mistakes related to vehicle and parts identification. When we believe that we know exactly what a customer wants before they’ve even had a chance to tell us, we’re probably already halfway down the wrong path. That only means everyone must regroup and start from scratch, wasting the customer’s time and yours.
Responding effectively to your customer’s questions or concerns requires a wide range of skills, depending on the situation. It is often said that there is no such thing as a “dumb question,” but I’ve certainly heard some dumb answers. Giving vague or indifferent replies only shows your customer that either you don’t know or don’t care enough to help them solve the problem at hand. Conversely, using jargon or unnecessarily technical terminology may make the customer feel like you’re talking down to them or judging their abilities. When it comes to resolving a problem or addressing a complaint, it is important that the customer feels both heard and understood before any progress can
be made.
Many of the most common practical mistakes made at the counter can be prevented by providing your staff with proper technical training and a strong emphasis on attention to detail as a customer service skill. Avoiding those mistakes which affect a customer’s overall experience (and their opinion of your organization) requires an even greater degree of dedication to getting it right the
first time.
The post
link hidden, please login to view appeared first on link hidden, please login to view.
link hidden, please login to view -
By Counterman
We all make mistakes. Nobody’s perfect, and despite our best efforts, things can (and will) go sideways when we least expect them to. Some mistakes are just minor errors that can easily be corrected, or situations that are resolved without too much fuss. Others are much more damaging to your brand and your reputation. These are the mistakes that cost you profitability, as well as customers.
These “big picture” mistakes go far beyond choosing the wrong year and model while cataloguing a customer’s parts request, or misquoting a price. Although some customers may be less than understanding when we make the little errors, most reasonable people are willing to overlook the occasional screw-up if their overall experience remains positive. Experience-killing mistakes tend to be more problematic because they are deeply rooted in poor customer service.
If you’re assuming that the woman at your counter isn’t knowledgeable about her vehicle, or that the scruffy-looking guy driving a 20-year old pickup doesn’t care about premium quality, you risk offending both of these potentially valuable customers.
Appreciation is important to all of us, customers and staff included. Overworked or overstressed employees may not feel as though management appreciates their contributions, or that their customers appreciate the assistance they are attempting to give them. For a customer, feeling unappreciated leads to an unfulfilling experience at your counter, and might make them think twice about future business with your company. Remember that your front-line workers may be juggling multiple tasks at any given moment, from restocking and housekeeping duties to fielding telephone calls or internet orders. When a real live customer needs assistance, they don’t want to be made to feel like an interruption, or that their requests are less important than any other task at hand.
Assumptions can come in many forms, and are rarely useful to providing good customer service. From the customer’s appearance or language skills, to the type of vehicle they’re servicing, we might make assumptions about their needs, or even about their purchasing power. Profiling or otherwise stereotyping a person based on these cues shortchanges both the customer and ourselves. If you’re assuming that the woman at your counter isn’t knowledgeable about her vehicle, or that the scruffy-looking guy driving a 20-year old pickup doesn’t care about premium quality, you risk offending both of these potentially valuable customers.
Listening to what the customer has to say is even more important than telling them what you think. It’s why we have two ears and only one mouth! Too often, people spend half of a conversation planning what they intend to say next rather than trying to understand what they are hearing. This not only leads to potentially misunderstanding the customer’s needs, but also leaves us open to making those smaller mistakes related to vehicle and parts identification. When we believe that we know exactly what a customer wants before they’ve even had a chance to tell us, we’re probably already halfway down the wrong path. That only means everyone must regroup and start from scratch, wasting the customer’s time and yours.
Responding effectively to your customer’s questions or concerns requires a wide range of skills, depending on the situation. It is often said that there is no such thing as a “dumb question,” but I’ve certainly heard some dumb answers. Giving vague or indifferent replies only shows your customer that either you don’t know or don’t care enough to help them solve the problem at hand. Conversely, using jargon or unnecessarily technical terminology may make the customer feel like you’re talking down to them or judging their abilities. When it comes to resolving a problem or addressing a complaint, it is important that the customer feels both heard and understood before any progress can
be made.
Many of the most common practical mistakes made at the counter can be prevented by providing your staff with proper technical training and a strong emphasis on attention to detail as a customer service skill. Avoiding those mistakes which affect a customer’s overall experience (and their opinion of your organization) requires an even greater degree of dedication to getting it right the
first time.
The post
link hidden, please login to view appeared first on link hidden, please login to view.
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