Magazine for the auto service professional
Issue link: http://asp.epubxp.com/i/684411
25 | ASP June 2016 Business For details, refer to automotivemanagement- network.com. Tree key elements make up Auto Centric's parts sourcing program: quality, speed and warranty. "Naturally, we're adamant about buying only top-quality parts," says Tom. "We focus on using only parts that are OE or from OE suppliers. Our number one source is NAPA, which carries lines of parts manufactured by OE suppliers. We only use parts that meet or exceed OE specifcations. "Speed is essential. It's obvious that I'm referring to delivery time. You simply cannot have customer vehicles tied up while waiting for parts. Tat's something that can quickly frustrate the technicians and can result in customer inconvenience," says Tom. On the subject of delivery time, Tom says he recently experienced a real eye-opener that could have a game-chang- ing efect on this industry. Deb had ordered a clothing item from Amazon.com, and it arrived that same day! "Tings are changing. Consider that Amazon also sells automo- tive parts. It's something to think about. Parts stores need to start getting it together to ofer faster delivery times. We're not about to wait for a parts store to deliver something within one to three days when we may be able to buy the same item through Amazon and have it the same day," warns Tom. Tom notes that his technicians routinely attend formal training courses when the need arises, primarily at a Chicago-area Bosch Service Center training facility. "Te Bosch training is superb, and when needed, our technicians attend for several days at a time. But what's interesting to note is that people are inad- vertently training while they are working, as they encounter a problem that they've perhaps never dealt with before, and as they devise solutions for various issues. Quality technical trade publications coupled with the informa- tion explosion via the internet has obviously helped in this regard, too, with information available on a need-to-know time frame. "A technician learns something new every single day." ■ By elevating your level of professionalism, you attract the better customers, says Tom Ham of Auto Centric in Grand Rapids, Mich.