AFTERMARKET BUSINESS HAS A LONG SUCCESS STORY IN LATIN AMERICA AND THE CARIBBEAN. WE KNOW THIS SEGMENT TO BE THE BACKBONE OF THE BUSINESSES IN OUR COUNTRIES.
It is a strong and profitable segment that has carried us over difficult times when local economies were down, nevertheless it still holds a lot of potential for further growth even in good times. STIHL customers are and have always been very demanding – they come to our dealers to claim what we stand for: reliable spare parts supply, skillful repair service, enlightening product demonstration and expert advice. No wonder that aftermarket business and the preparation for the services business of the future is in the focus of the STIHL group, involving all STIHL partners worldwide. We shared our fresh ideas for its development with you during our “Orange Injection” Workshop last March. The topic has stayed with us over the whole of 2021, with great news about best practice from various countries, and exciting new products like service kits and repair & clean kits to add to our strong portfolio. 2022 will bring yet another great add-on to the accessory range: the new cut kits will soon be ready to order. Customer experience is key: the attractive presentation of aftermarket products at the point of sales will inspire customers and allow impulse purchase. Thanks to your commitment and to an excellent year of strong sales, we have a growing population of machines out there in the markets. It is our common mission to exceed our traditional and new customers’ expectations when it comes to offering spare parts, accessories and services. For us, this will ensure further business opportunities and customer loyalty.
The Mexican case
During this year’s first semester, the new service kit was integrated to the product catalogue in Mexico. The innovation was widely accepted by end customers, not only for its added value offering a product that meets a constant need from the service area, but also for its package versatility and information options available to users. The appealing package includes a QR code that helps finals users perform, by themselves, changes in spark plugs, fuel filters and air filters. In addition to including in the package a cut out section that allows users to have easy access to the fuel filter. “The range of service kits is wide! Pretty much for all models distributed in Latin America. Adding service kits to the top selling models in each country will be an excellent way to bring this new product closer to customers,” says César Flores, Technical Service Manager of STIHL Mexico. He says in Mexico they have also adopted the option to display the kits on the counter. “The Head Office developed furniture that makes the customer turn his attention to this innovative product at the point of sale,” he stated.
“It is our common mission to exceed our traditional and new customers’ expectations when it comes to offering spare parts, accessories and services. For us, this will ensure further business opportunities and customer loyalty.”
Susanne Baur, Area Sales Manager
“The kits were very well accepted by end customers, not only for its added value offering a product that meets a constant need from the service area, but also for its package versatility and information options available to users.”
César Flores, Technical Service Manager
DO YOU HAVE ANY QUESTIONS? CONTACT US!
Susanne Baur
+49 7151 262585
susanne.baur@stihl.de
Cesar Flores
+52 2223722127
cesar.flores@stihl.com.mx