From the Magazine: The changing face of loyalty

How jobbers can build relationships with shops in an increasingly turbulent, digital world

A strange contradiction has emerged in the recently published Jobber News Annual Shop Survey.  

Last year’s data showed that 45 per cent of shops ranked product availability as the most important factor for making a jobber a shop’s first call. In 2025, that number dropped to 41 per cent. This year, more garages deemed their relationships with jobbers as most important — 31 per cent of shops picked relationships as top influencer, up from 26 per cent last year.

So, you would think that trust and loyalty matter more than ever, right? That’s where things get a little trickier. According to the data, nearly a quarter of independent service shops now call five or more distributors when sourcing parts — up from 10 per cent in 2024. Even more striking, 11 per cent now buy from seven or more — a number that didn’t even hit 5 per cent last year. Not exactly a thumping “yeah” for loyalty.

This isn’t a blip. It’s both a signal and warning: Relationships matter. But in an increasingly volatile and digital world, shops are spreading out their risk and trust across more partners in search of inventory availability.

The latest survey numbers might lead distributors to believe past alliances — the bedrock of the aftermarket business — remain ascendant, but jobbers that can’t provide the right part at the right time will still end up losing the sale to their competition.

Canadian shop owners face ever-mounting pressures on their business. Budgets mean garages have little room for error. If a regular jobber can’t get the right part fast and at a fair price, they’ll pivot — often to competitors within the same banner or outside it altogether.

So, what’s driving shops to fragment their spend? Trade and tariff headwinds are a clear and present factor. While we don’t have the same direct tariff exposure as the U.S., our supply chains are deeply tied to global sourcing. Parts shortages, shipping delays and currency fluctuations have made it harder for jobbers to promise consistent delivery. In particular, electronics and emission-related components — many sourced from China or the U.S.—have become more unpredictable in cost and lead time. These factors erode the “go-to jobber” model.

The jobber of the future is not just a reliable supplier; they are a local logistics hub, digital enabler and problem-solver rolled into one.

Shops also face economic pressure. Interest rates remain high. Vehicle complexity is rising. Customer expectations (including price transparency) have jumped. Shops can’t afford to wait. When one source fails, they immediately pivot — often to less traditional players, including online marketplaces.

Recent network consolidation maybe a factor as well. In Canada, the banner system — Uni-Select’s Bumper to Bumper, NAPA, PartSource, Bestbuy Distributors and others — has traditionally helped jobbers stand out. But with mergers, some lines are blurring. This may have created overlap and confusion at the shop level, making it easier for shops to rationalize buying across multiple sources.

Here are some strategies to get ahead of the competition:

Get smarter with local inventory

Rather than stocking broadly, stock strategically. Focus on top-moving SKUs by region, vehicle population and seasonal needs. Use local data to anticipate demand — especially for high-failure items like wheel bearings, sensors, or winter-specific SKUs. Jobbers — especially those serving mixed fleets in urban areas — can do the same with the right forecasting tools.

Build redundancy into sourcing

Distributors should consider dual-sourcing key categories — not just from Asia or the U.S., but from emerging North American suppliers as a hedge against disruption. Many suppliers did this after COVID-related port disruptions and have since enjoyed more resilient supply performance. Smaller jobbers can work with distributors offering flexible sourcing models to reduce wait times.

Invest in digital ordering and visibility

Thanks to their experiences from personal purchases, shop owners and employees increasingly expect Amazon-style convenience: Real-time inventory lookup, VIN-specific fitment and quick ordering. Tools must deliver on that promise — or risk losing ground to RockAuto, PartsAvatar and others. Even the most relationship-driven shop can be swayed by speed and simplicity.

Reinforce your human advantage

The data is clear — relationships still matter. A knowledgeable, responsive local parts rep remains a key differentiator. Jobbers should empower their reps with tools, training and real-time support to resolve issues quickly — whether it’s sourcing hard-to-find parts, handling warranty claims or offering repair advice.

The jobber of the future is not just a reliable supplier; they are a local logistics hub, digital enabler and problem-solver rolled into one.

If you can’t answer “Do you have it now?” with confidence, expect to be replaced — quickly.

Kumar Saha is Vice President (U.S.)/managing director (Canada) of global automotive data firm Eucon. He has been advising the North American automotive industry for over a decade and is a frequent conference speaker and media commentator. He is based out of Toronto.

This article originally appeared in the July issue of Jobber News