Your Jobber Wish-List
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| Need a mini-fridge for your lunch room? Or a half-price sale on all auto parts on Boxing Day?
These were two of the more extreme suggestions offered when we asked how your jobber could serve you better (Havoline Auto Puzzle, December 2006). But we also received more than 50 serious replies. And the leading complaint shops have with jobbers? Not surprisingly, it’s delivery issues. A dozen replies urged for better delivery practices like designated drop-off areas and better pick-up options. Most simply said it needed to be quicker. "We can never seem to get parts quick enough – especially when the customer is waiting!" wrote Allison Leclair of Midas Auto Service in Barrie, ON. Retail policies also came under some heavy fire. Mike Hoffman of Automotive Brake Renew in Kelowna, BC summed it up this way: "Stop selling to over-the-counter sales at below list prices!" The sentiments were echoed by many. Shops would also like to see a commitment to quality parts ("Get rid of the white box stuff," suggests Wayne Wayner of Melno’s Service Centre in Welland, ON). The jobber also needs to be a true resource, many pointed out, offering both product and technical knowledge to help techs do their job. "Stay current with technology," urged Adam Gross of Gross Horsepower in Limerick, SK. "Jobbers should have the best possible product knowledge and exceptional customer service skills," says James Chretien of Pennzoil 10-minute Oil Change in Sudbury, ON. Many respondents boiled it all down to a question of accuracy. "Stop transposing numbers when picking stock!" wrote Jeff Jordan of Jordan’s Auto Repair in Sorrento, BC. "I would suggest a point-of-sale visual verification of every part," said Darryl Johnstone of OK Tire / Mann Motors in Delaware, ON Only one service provider expressed absolute confidence in his jobber, and that’s probably worth a mention too. What would Don MacNeil of Motor Works Auto Services in Brantford, ON, like to see his jobber – Brewer’s Auto Parts Plus – do differently? "Nothing," he writes. "They’re doing a great job!" Good to see someone’s happy! Here are all the responses, as they came in to us: "Stay current with technology." "Can never seem to get parts quick enough – especially when the customer is waiting!" "Stop selling parts at cost to average Joe. Get rid of white box parts (brand name top quality only) Any parts sold over counter to licensed techs only (safety parts)." "Keep us more informed about new product lines." "We have problems with inexperienced counter people . I have waited up to an hour for prices. This is very inconvenient, especially when customers standing in front of you waiting. These include simple requests." "Increase product lines and not remain captive on just popular brand names." "Get a road rep." "Have a delivery person leave parts in designated area." "Make sure their computer is correct as to what they have in stock. Have more counter staff. So that I spend less time on hold. Quicker delivery times." "Offer the best parts possible." "Quality prices and quality parts." "Dedicate some staff for only dealing with wholesale accounts." "Deliver more than twice per day. Stop transposing numbers when picking stock!" "Give estimated time on delivery if not right way, to give option for parts pick-up." "More extensive on-line catalogue." "Dedicated parts driver for my shop only." "Provide more training options." "Simple. Provide the right part at the right time at the right price." "Stop selling to over-the-counter sales at below list prices. At times close to jobber price. My opinion, it is the single biggest issue, creating many customer conflicts." "Faster delivery." "Open when I am. We are open Sundays and all day Saturday, not just until noon or 3 p.m." "Quote the retail to walk-in customers same as the retail to you quote to us." "Provide the right part the first visit, not third!" "Have the best possible product knowledge and exceptional customer service skills." "Faster parts delivery." "Quick delivery and all the stuff you need to do the job right the first time." "More seminars, course on products and equipment." "50% sale on Boxing Day." "Speed up delivery. Get correct parts. Stop selling parts to people off the street for the prices we pay." "Quicker delivery" "Right part first time. I would suggest a point-of-sale visual verification of every part." "Be honest if the part is not available. Don’t leave us hanging. Don’t sell junk. No more white box stuff!" "Better, more timely deliveries." "Lower prices. Tech support." "Get us a mini-fridge for our lunchroom." "Deliver parts faster, especially when we have a customer waiting." "Nothing. They’re doing a great job! (Brewer’s)" |
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Congratulations Chris,
It’s great you are recognized and appreciated for the job you do. It’s nice to see your training is helping improve the advancement of others in our trade.
Thanks to Canadian Technician for promoting this kind of competition to showcase our top professionals in the trade. Wear this achievement proudly and keep aspiring others to advance our trade.“Try not to become a man of success, but rather try to become a man of value”
~ Albert Einstein ~………..Blaine Boutin
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