Letter…

Dear Editor,

I read the April 2003 edition of Jobber News and I was disappointed–not so much with the articles, but more with the fact that your magazine and the automotive aftermarket as an industry seem to have overlooked something. I read Robert Greenwood’s article about jobbers losing touch and you mention in your editorial about consignment inventory being a problem and that somebody needs to give their head a shake south of the border. Both of these pieces touch on problems for jobbers in the here and now, but I see a problem on the horizon that will make these look small in comparison! Jobbers are losing touch, but technology and customers are only part of the picture–they are losing touch with their most valuable asset: their staff. To be more precise, their skilled counter and delivery people. And (to use your words) “somebody had better give their head a shake” before it is too late.

To anyone who does not believe that counterpeople and drivers are the most valuable asset of a jobber store, I suggest you look at the following scenario. If tomorrow morning your jobber location did not have anybody on the counter to answer phones and look up parts and no delivery people to take the parts to the customers, what would your gross sales be for the day? You can have all the inven-tory in the world, the most modern computer system, the best location, the biggest warehouse, and nicest receptionist, etc.–but if the product doesn’t move off the shelf to the customer, you have no sales. If you have no sales, you have no profit to pay for anything. And while accounts receivable, accounts payable, payroll, managers, purchasing agents, human resources, receptionists and owners and all the other job titles that go with the business are all necessary for a jobber store to function, the fact remains that their wages depend on parts moving off the shelf and out the door.

In about 10 years (maybe more, maybe less) there may not be an automotive jobber as we know it today! Why do I make such a statement? Simple, the way this industry is treating the counter staff and delivery people is such that in a very short time the skilled ones will either be retired or have moved on to a better paying job with a lot more benefits and a lot less hassles. And guess what–not very many college or university graduates are pounding on jobbers’ doors saying that they are a skilled counterperson and delivery driver and want to work for a jobber. How many jobber owners or managers have said, “I would give my right arm for a good counterperson,” or “I just can’t seem to get good delivery people”? I have heard it more times than I care to remember, but the problem is that most jobber owners wouldn’t give their right arm. What they really mean is they would give their right arm as long as they don’t have to pay too much in wages. And the same applies to delivery people who in a lot of cases are paid little more than minimum wage. The skills necessary for good counter and delivery staff are not taught in very many schools across this country, but rather in the jobber locations by the school of hard knocks and by experienced staff. If that experienced staff leaves this industry and their wisdom is not passed on it will be lost for good.

Stewart Hayes

Kincardine, Ont.

(This letter was edited for length.)