February '17

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FEBRUARY 2017 THE SHOP 63 are always trying to achieve with our racing projects. In addition to being competi- tive we would like people to be drawn into our proj- ects and care about our successes." Throughout his career as a racer and team owner, Papadakis says he has held himself and his teams to a higher standard. He doesn't get involved in in-fighting; he'll seek resolutions to problems or situations whether it's with competitors or the sanctioning bodies. In this manner, he achieves enchantment and makes everyone around him better for it. Complete A complete cause provides a great experience that includes service, support and a string of enhancements. Mitek's Nelson observes, "Leading a team of innovators in the audio and consumer electronics industry, I under- stand that music is a pretty powerful tool of enchantment. Our team at MTX Audio has transformed the way people enjoy their vehicles. I've experienced thousands of live audio demonstrations and each time the music starts, you can see people's expressions transform. Things become personal at that point. There's no better way to connect with people than through music, and for us this is where enchantment begins." Empowering An empowering cause enables you to do old things better and to do new things you couldn't do at all. It makes you smarter, stronger and more skilled. It increases your confidence and your ability to control your life. MagnaFlow's Reinhardt notes, "Between social media and technology we have many options of communication. Some can be daunting and confusing and may even feel like a waste of time. But being able to try new things and adapt to new processes has allowed me to grow in my position, and even personally. Working here means working for one of the best aftermarket brands in the business. With the brand's notoriety and determination, enchantment gives you an advantage with your position in business affairs, customer relationships and an opportunity to inspire others." Elegant An elegant cause means someone cared about the user interface and experience. An elegant cause works with people. Mills adds, "We've got a troubleshooting process that allows us to quickly guide even the most novice DIYer to the root of the problem. I personally spend time taking tech calls and chats every week, and hearing the relief when we're able to solve a problem in a couple of minutes that has frustrated someone for quite a bit longer is awesome. "If a $20 sending unit is all that stands between us and an enchanted customer, there's not even a judgment call to be made. Having done the same thing for 60 years as a company, repu- tation is everything, and every opportunity we have to exceed that customer's expectations and turn them into our advocate is treated with the highest priority." The philosophy permeates his corporate culture, Mills notes. "The voluntary, enduring and delightful change we're enacting, to use the course vernacular, is taking the guy that's pissed off that something isn't working the way he intended it to, and not only fixing his issue, but doing so in such a way that he becomes invested in the brand and becomes the advocate/evangelist that is critical to any brand's success." SET YOURSELF UP FOR SUCCESS One of the best ways to enchant someone is to make it easy for them to go with your flow. Portland, Oregon's Carolina Kustoms is well known in the area and among truck enthusiasts across the country. When shop owner Lonnie Thompson wanted to make a bigger impact nationwide among com- panies in the aftermarket as well as other firms outside our industry, he knew they were ready. According to Thompson, "The oppor- tunity came when we were asked to build a truck for Hypertech. Not only did we create the company's 2016 SEMA Show display vehicle, but this modified new Chevy Colorado Crew Cab Z71 pickup is also the grand prize in their sweepstakes, a first for the 30-year old company." Papadakis Racing owner Stephan Papadakis (center), is a noted problem- solver, on track and with sanctioning bodies. (Photo by Larry Chen) Stephan Papadakis, atop the podium on the left of driver Fredric Aasbo, has de- lighted fans and sponsors as both a driver and team owner. (Photo by Larry Chen) Kathryn Reinhardt of MagnaFlow believes find- ing common ground is the path toward enchantment. Joseph Mills empowers his team to exceed expec- tations, further enhancing AutoMeter's advocacy.

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