Vol. 5, Issue 3
Big Easy meets Far East
Mike Lambert visits China
A leader among leaders
New Network chairman delivers inaugural address,
reflects on 2008 tornado that nearly crippled his business
What women want
Despite growing numbers, female customers
feel misunderstood by automotive industry
In This Issue President’s Perspective
Pickup up Speed ................................................................. 5
Big Easy meets Far East
Network elects Miami-based National Performance
Warehouse into Parts Plus membership
Another helping hand for New Orleans ......................... 6
Car Care Center owner returns to repair
New Orleans-native Mike Lambert
Start spreading the news .................................................. 7 The first time I can ever recall hearing about China
Couple tours New York City as grand-prize winners of was when I was very young. My mother used to tell me to
Car Care Center sweepstakes
eat all my dinner, reminding me that “children in China are
A leader among leaders .................................................8-9 starving.” I recently discovered that–at least in some areas
New Network Chairman delivers inaugural address, of the country today–China is radically different from most
reflects on 2008 tornado that nearly crippled his business Americans’ impressions of years ago. What follows are my
observations during a 10-day business trip to China, which
One step at a time ........................................................10-11
included tours of several factories as well as a few of the
Arizona Car Care Centers make great strides in raising
cystic fibrosis awareness, donations country’s incredible sights and landmarks.
What women want ......................................................12-14 By Mike Lambert, President
Despite growing numbers, female customers feel
After 20 hours of traveling, Chinese and English. As we pull into our
misunderstood by automotive industry
including 17 in the air, we arrive new Western-style accommodations, I
in Shanghai, China. I have several feel as if I could be arriving at virtually
Bee-lieve...or not! ............................................................. 15
Honey bees create buzz at Pueblo-based Parts Plus
expectations and preconceived ideas any modern hotel in the United States–
of what this ancient land will be like. until we check in. First, after making a
My travel companions have each been copy of the first page of our passport
Sign of the times ..........................................................16-17
After WD buyout forced year-long hiatus, Winchester
to China twice before: Kenny Maurer, and our Chinese visa, the hotel charges
Auto Parts returns to Parts Plus
owner of Big City Auto Parts in New us for our room and mini-bar usage
York City and chairman of the Network up front. (They would later reverse
A royal racing experience .............................................. 18
South Lyon Parts Plus manager wins grand-prize in Wix
Product Committee, and David Prater, this charge the next day to the correct
Filters’ “It’s Good to be the King” promotion
senior vice president of the Network. amount but they always get their money
Later in the trip we will meet up with first. This pattern will continue at future
A credit to the profession................................................ 19
Alpha & Omega Processing solves the mystery of
Wayne Schaack, another member of hotels during our trip.)
the Product Committee, who is also an After check-in, we need to exchange
experienced traveler to China. some money, so we are directed to a
Help wanted .................................................................20-21
Service dealers face disinterest among young people,
It’s 11 p.m. as we pass through currency machine, which dispenses
image problem in pursuit of the technicians of tomorrow
customs, which operates efficiently but Chinese RMB without the hassle
thoroughly, with both face-recognition of showing passports or filling out
The Big Sky’s the limit ..................................................... 22
Montana-based WD Novco, company owned H-O Parts
scans and fingerprints taken. We are paperwork as at other locations. The
Plus locations team with WIX to raise thousands of
greeted by Ryan, whom I refer to as our current exchange rate is 6.5 RMB to 1
dollars for local FFA chapters
“handler.” A Chinese national who lives U.S. dollar. We agree to depart at 8 a.m.
Take stock of your customer service ............................ 23
in Queens, N.Y., Ryan not only speaks the next day for our first factory tour.
Agility Metrics provides Network affiliates with state-
English very well, but more important, After traveling so long, through so many
of-the art customer-feedback program
he is also fluent in Mandarin Chinese, time zones, a 7 a.m. wake-up comes
Opportunity of a lifetime.................................................. 24
enabling him to communicate with really early. We load our extensive
After 35 years of experience, Marc Phillips realizes
all the various dialects of Chinese we luggage into the Mercedes SUV, which
dream as Parts Plus Car Care Center owner
will encounter during our journey.
Network News .............................................................25-27
While most folks can utter a
New Parts Plus Autostores
few phrases in Spanish, French
New Parts Plus Car Care Centers
or Italian–or can at least make
Network Jobber Advisory Council Listing
Network Service Dealer Advisory Council Listing
some attempt at a few words in
those languages–I don’t know
a single bit of Chinese, so I’m
Automotive Distribution Network
totally dependent on those who
3085 Fountainside Drive, Ste. 210 • Germantown, TN 38138
901.682.9090 • Fax: 901.682.9098
can speak English.
Upon emerging from the
Mike Lambert, President
David Prater, Senior Vice President
terminal, we are escorted
Bob Barstow, Vice President of Marketing/Advertising
to our ride: a brand-new
Gil Gunn, Vice President of Marketing/Training
Dale Hobbs, Vice President of National Accounts/Sales
Mercedes SUV, a nice first
John Rutland, President, Network Products
impression. As we drive
Scott Bowden, Contributing Editor
the short distance from the
Laura Guy, Publisher
airport to the hotel
The Network Magazine is published quarterly by the Automotive Distribution Network
nearby, I notice that
for its affiliated jobbers, service dealers and member distribution warehouses. The
materials of the Network are fully protected by the Copyright Act of the United States
these very modern
and are solely for the noncommercial, internal use of the authorized user. Authorized
user understands and agrees that the Network’s copyrighted materials shall not
A brush with greatness : Mike Lambert (center) ascends
highways have signs in
be rented, leased, loaned, sold, transferred, assigned, broadcast in any media form,
publicly exhibited or used outside the organization of the authorized user, or reproduced,
store in a retrieval system or transmitted in any form by means, electronic, mechanical,
the Great Wall of China with travel companions Kenny
photocopying, recording or otherwise without the prior written consent by the Network. Maurer (left) and David Prater (right).
U.S. for a 48-hour week over 6 days.
Other factories have longer work days,
Mountain high: Lambert
with wages in the range of $1.60 per-
shoots an overhead photo
hour U.S., with limited or no benefits.
of the Great Wall extending
Compare that with U.S. factory wages,
and you can quickly understand
into the distance.
Two and a half hours the huge difference in Chinese
later, we arrive at our first manufacturing costs.
factory, driving through Years ago, the Chinese initially
a security gate and up produced low-quality, cheap goods,
to the entrance way of such as the white-box product we all
the offices. The ritual is made jokes about. Unfortunately, the
remarkably similar at most Chinese have gotten better–a lot better.
of the factory stops. First, a greeting Who helped them? We did! The OEs,
will serve as our transportation for the party comes down to welcome us. An the aftermarket manufacturers, and the
next two days. In addition to Ryan, we English-speaking employee greets resellers who demanded better quality.
have a Chinese driver who knows not us, generally a young woman, along Slowly, they have learned their craft
only where we are going but also how with the factory owner. Most owners and improved. They have taken the
to get there–it turns out that this will be speak a little English, some very well. requirements and standards that the OEs
no small feat. We have a meeting in their conference and aftermarket manufacturers have
With the Shanghai airport in our room, where we are offered bottled demanded of their purchased SKUs and
rearview mirror, we venture into the water and tea. (As you might imagine, applied that discipline across all product
countryside, where I have my first bottled water was a staple of the trip, as lines. While not all Chinese products
memorable realization of a Chinese I never drank or even brushed my teeth are of high quality, I suspect they will
custom: There are no traffic rules! Once with tap water, enabling me to avoid quickly learn from their own mistakes.
we leave the toll roads, which have some any stomach issues on the trip.) After Quality, even as defined by the Chinese, is
semblance of order, we traverse along the meetings, some of which include a constantly mentioned during our tours.
several countryside and city streets, PowerPoint presentation by an English- After touring the factories and
encountering motorists driving the wrong speaking female, we tour the facility. seeing all the construction throughout
direction on 4-lane divided roadways. In some places, we are allowed to take the major cities, I am struck by a thought:
(This nerve-wracking game of chicken pictures; in others, we are not. Most The U.S. has awakened a sleeping giant.
continued for 10 days, including several of the facilities are large, employing On Saturday morning, I wake up in
near-misses with not only bicyclists several hundred workers. the Shangri-la Hotel Wenzhou, perhaps
but also buses and 18-wheelers!) At The plants we visit have varying the best accommodations of the trip.
nearly every intersection and junction, amounts of equipment, ranging from The view from my 19th-floor room
motorcycles, bikes and pedestrians enter basic presses to higher-end automated overlooking the river would be beautiful
the street and into our path without machines to rubber extruding if not for the pollution, which casts a
looking. Our alert driver swerves and equipment, depending on the facility and gray haze over the city.
blows the horn, somehow never hitting what products are being manufactured. We leave for the capital of China,
a soul. I would not want to play these They go to great lengths to show us their Beijing, which along with Shanghai, has
odds long-term. My head is spinning, but testing procedures and equipment. a larger, more modern airport than any
I notice that all the cars appear new–I I make several inquiries about the I’ve seen in the U.S., including the new
do not see a “clunker” anywhere. Most workforce, trying to understand their one in Detroit, which seems cramped by
are vehicle brands familiar to the United environment versus that of the United comparison.
States; however, I occasionally see a States. Many factories have dormitories We arrive in Beijing an hour late,
Chinese brand. on the plant grounds where the workers at 1:45 p.m., so we’ll have to make up
Driving along on this first leg of our live, although we never see the inside of time en route before they stop selling
excursion, my traveling companions these facilities. One owner shows us his admission tickets for the day to the
point out two troubling aspects of China. new factory that’s under construction: Forbidden City, the Chinese imperial
The overcast day we are experiencing 400,000 square feet on four levels, as palace during the Ming Dynasty to the
is not the result of cloudy skies but well as a dorm in the back that will end of the Qing Dynasty. As we drive
pollution. My fellow travelers also note house 1,000 workers. out of the Beijing airport on a 10-lane
the lack of birds–I ponder the reason Generally, employees pay $10 a divided highway, I notice there are no
why… pollution, lack of food, food source month for board, but food is not included. bikes or motorcycles allowed on this
for the locals, or something else? (We We are informed that several workers road, so traffic flows pretty well initially.
would not see the sun for several days share a room, with common living and Five years ago in Beijing, 60 percent
and that was only following a day long bathroom facilities. Later, other factories of the wheeled vehicles were bikes or
rain shower. It also took many cities until tell us they serve lunch and dinner to their motorcycles; today, they are barely
I had my first bird sighting. The national workers, and one facility has a basketball allowed on the streets.
bird of China is jokingly referred to as court in the middle of the courtyard The scenery leaving the airport and
the “construction crane” because they between the buildings. heading downtown is that of a modern
certainly have more in the few cities I When we inquire about wages, city, built up as far as I can see. High-rise
visited than in most of the U.S.) one owner says his workers make $80 Continued on Page 4
his 100 or so wives and imperial The Great Wall looms in front of us on
concubines. The buildings and the top of the mountain, which leaves
large courtyards seem to go on me thinking, ‘How are we going to get
forever. Most of the structures up there?’ Ah, the gondola–that’s for us.
were rebuilt in the 1600s after We enter a 6-person car, and away we
fire or decay claimed them. One go. The gondola deposits us at the top in
large building was reserved for a small station. As we emerge from the
the Emperor to rest as he walked tunnel, I see the Wall.
to one of the other structures on The first section we encounter
the property. is an incline that has a steeper bank
That evening, we eat at than a NASCAR track. Eventually, the
the world-famous Quan Je incline turns into steps, uneven, but an
Du (Peking Duck). We arrive improvement. We rest several times
at the restaurant late, with against the Wall and look around to take
no reservations, so we’re in the panoramic view. The Great Wall
relegated to the “fast-food” stretches into the distant mountains
section, where the only thing on the until you can no longer see it.
menu is duck. That’s OK with us. As I slowly make my way up the
After dinner, we have our first Wall, I am passed by older people,
Watchful eye: An iconic portrait of
opportunity to do a little shopping. I children and ladies in high heels–hey,
China’s late Chairman Mao Zedong
need a sweatshirt for the next day’s I can do this! We make it to a fortress
hangs over the Forbidden City,
trip up to the Great Wall, but as I visit structure on the top of one section. The
adjacent to Tiananmen Square.
buildings line the highway and veer off various shops, I soon discover that the Wall switches back and extends into the
into the distance. If there is any ancient prices here are more expensive than distance. What a view–and what a feat
city, it’s not around here. in the States. I’m surprised to find that of engineering and construction.
As we enter the downtown area on a some stores are more expensive than According to legend, the Great
Saturday afternoon, we hit gridlock. We shopping in New York City. Another Wall was built by the first emperor
turn on to another main road, perhaps preconceived notion destroyed. of the Qin Dynasty, Qin Shi Huang,
seven lanes in each direction. Traffic Sunday morning, October 17, our though historical records trace the
crawls along. Eventually, we reach Great Wall adventure awaits us. I arrive true origin of the wall to defensive
Tiananmen Square and the Forbidden early in the lobby to attempt to use to fortifications built in the fifth-century
City, located across the street; however, the Wi-Fi service to call home via Skype. B.C. to surround the Kingdom of Chu.
we cannot exit our Buick van. Through I managed to at least have a short Constructed over many years and in
Ryan, our driver tells us that soldiers, conversation with my wife before it various sections, the Wall goes on for
police and government cameras prevent kicked me off. 3,889 miles. It is fact that this structure,
cars from stopping here. We are able to After loading up the van, we drive built along mountaintops, is made out
turn toward Tiananmen Square and then through the city. We’re excited to pass of granite and brick. I’m amazed at the
take a side street. The van door opens, a familiar landmark: a McDonald’s. We seemingly never-ending man-made
and we quickly pile out. instruct our driver to turn around–we marvel and wonder, ‘How the heck did
We make our way to Tiananmen need an egg/sausage biscuit! For about they accomplish this?’
Square and pass through a security $6 U.S. we each get a biscuit, fries and a As we drive down the mountain
check. Wow–this place has been Coke–tastes just like home. I haven’t been and back toward the Beijing airport, a
beautified, I’m assuming because of the this excited since we ate at Kentucky full-sized bus swerves into our lane on a
2008 Olympics. Something tells me they Fried Chicken with a factory owner blind curve while passing a motorcycle.
have discovered the appeal of Western following a tour earlier in the week. Another near-miss. I am not even fazed. I
tourists. Flowers are everywhere, along The ride up the mountain roads think I have been here too long.
with a Jumbotron screen with photos toward the Wall is uneventful–
of workers and what appears to be five thankfully. We park at a touristy area
John Deere combines plowing a field. near the Wall and start walking. It’s Upon arriving home, I come across
While some soldiers and police patrol cold up here, and I still don’t have a a Newsweek article by Rana Foroohar,
the area, no one carries any guns. sweatshirt, as I had refused to pay those who reports that 36 percent of China’s
Chinese soldiers are all small and thin, a prices. We round a building, where we 1.3 billion people struggle to live on less
big difference from some of our enlisted see merchants selling hats, sweatshirts than $2 a day, with an incredible 150
men stateside. Despite all the security and jackets. I am not the only one million living on $1 or less. Foroohar
present on various streets, this is not to arrive here unprepared. The first quotes Nan Zhenzhong, vice chairman of
the intimidating place I’d imagined. merchant we come to sticks a furry hat the Foreign Committees of the National
As we enter the Forbidden City, the on my head; Ryan starts yelling at him. People’s Congress, “We are second only
iconic picture of Mao, the former leader I am told it is $10 U.S.; for something to India in terms of sheer numbers of
of the People’s Republic of China, looks warm, I’ll take it. A little farther down, poor people.”
down on all who arrive. they are selling sweatshirts. One Despite all the modern construction
The Forbidden City is the vision merchant wants 120 RMB for it. The and progress I saw during my trip,
of the third Chinese Emperor, YungLo, next vendor wants 60 RMB for the same maybe my mother had a point about
who ruled and lived there–and housed sweatshirt, so Ryan buys two for us. China after all.
Page 4 Network Magazine, Volume 5, Issue 3 2010
Picking up Speed
Network elects Miami-based National Performance Warehouse
Occasionally, Larry Pacey gets the bug Unlike some warehouses that have
to race again. A former dragster driver for shifted to two-step distribution, NPW
20 years who won national events in AHRA remains committed to jobbers and their
and IHRA racing, Larry still gets a rush of future. NPW plans to offer the Parts Plus
adrenaline when he’s at the drag strip. program to its most progressive–and
“Then common sense takes over aggressive–customers in Florida over the
and tells me, ‘No–you don’t need to be next year.
doing that,’” says Pacey, who gave up Parts Plus complements NPW’s
his slingshot dragster in 1989 to focus philosophy on providing the jobber
on expanding his National Auto Parts with a true partnership and the tools
Warehouse throughout Florida. “I may to help ensure their success in today’s
have thrown in the towel on racing, but competitive environment, Pacey says.
(from left to right) Larry Pacey, his
today, half our business remains high- “By having a strong program in place
wife, Hilda, and sons Chris and John,
performance parts.” like Parts Plus, we can offer our jobbers
Now operating also as National something to really help their business
complement NPW’s vast experience
Performance Warehouse (NPW), the and increase volume,” says Pacey, who
on all sides of the parts and
Miami-based WD recently was voted continues to serve as president and CEO through the doors of most jobbers these
into Parts Plus membership during the of the company he started more than 40 days are looking for that slow-moving or
Network’s annual fall meeting at Vinoy years ago. “We’ve never lost our core focus ‘long-tail’ part,” Pacey explains. “Of course,
Renaissance Resort in St. Petersburg, Fla. of selling to the jobber. In some cases, I the normal warehouse can’t handle the
What started as a one-man operation believe some warehouses may have given E-F and W parts because they don’t have
specializing in carburetor rebuilding up on the jobber prematurely. We’ve the business to support it or the margin.
in 1969 has grown into a successful never given in to that line of thinking, ‘Oh, In our particular case, we have a factory
warehouse distributor offering high- well, the jobbers are going away anyway.’ warehouse inventory on several lines, so
performance, truck and off-road As some warehouses in Florida have gone we can have those slower-moving parts
accessories, traditional parts, and another direction, jobbers in this area on hand so the jobber can make that sale.”
chemicals, with about 70 employees at know they can always count on us. We Pacey recently extended his jobber
NPW’s three-story, 300,000-square-foot don’t compete with our customers for customer-service philosophy to California,
facility in Miami, and 40,000-square-foot consumer sales online or in installation with the acquisition of the wholesale
satellite location in Clearwater. bays; we truly support the jobber.” operations of Hayward-based Speed
With more than 300 deliveries a day to Because NPW is a factory warehouse Warehouse, a former Alliance member,
customers throughout the Sunshine State for close to 40 lines now, QDAs (Qualified and its branches in San Jose and Tustin
and into Southern Georgia, NPW has built Direct Accounts), mainly mega-jobbers, (Los Angeles) earlier this year. Started by
its business on excellent customer service. can buy some lines directly through them. Jerry Light in 1949, Speed Warehouse has
Using a unique delivery service with more As a result, NPW gets a share of that been selling high-performance parts for
than 300 vehicles, NPW offers a level of direct business and further cements their more than 60 years.
commitment unmatched in the area by supplier/customer relationship, unlike Speed services Winchester Auto
even its biggest competitors. In addition some WDs that are bypassed because they Parts’ five Parts Plus locations, which
to handling domestic customers, NPW’s only offer a traditional inventory. That’s a recently began converting 35 of their
multi-lingual phone staff is also proficient tactical advantage for NPW, as a number service-dealer customers to Parts Plus Car
in handling international orders to the of mega-jobbers nowadays have to buy Care Centers.
Caribbean, Central and South America. lines direct because they’re competing With a strong presence in three of
NPW enjoys an edge by hiring with huge two-step warehouses, national the four largest markets in California,
experienced personnel on the traditional chains and online retailers. Pacey looks to replicate NPW’s three-step
side who have owned or operated parts “If they’re not buying their major success out West through Speed.
stores, machine shops or related parts lines right, such as their brakes, they’re “Our plans are to do the same thing
businesses, while employing people on not going to be competitive and their we’ve done in Florida, not only within
the performance lines who have worked business likely won’t make it. Our factory- California, but also as we expand Speed
for manufacturers. In addition, NPW direct warehouse has helped plenty into Arizona and Nevada, where there are
prides itself on being a family-owned of mega-jobbers who might not have no other large performance warehouses”
and -operated business. Larry’s sons, survived otherwise.” he says. “We’re going to continue to sell to
Chris Pacey and John Pacey, serve as vice Having every part number on several jobbers only; we’re a bit of a dying breed
president of operations and warehouse direct lines also enables NPW’s jobber these days, but we’re doing very well.
manager, respectively, while his wife, customers to locate that rare part quickly We’ve always stuck to our core values of
Hilda, doesn’t have a title since she “does as opposed to going to the dealer or serving the jobber, not competing with
a little bit of everything and helps hold the through a mail-order service. them, and they’ve responded well by
place together.” “The majority of customers coming giving us their business.”
helping hand for
Car Care Center
returns to repair
Nearly five years after Hurricane
Katrina ravaged parts of the Gulf Coast,
Parts Plus Car Care Center owner Mark
Broken homes: Damaged, boarded-up houses are a stark
Wigley and his team from Calvary
reminder of Hurricane Katrina.
Community Church in Columbia, Md., They helped families regain some a two-block radius from where we were
returned to the New Orleans area in semblance of normalcy and peace in standing who had died in the storm.
May to help families still without a their homes, including Alberta L., who I had a good talk with a man named
suitable place to call home. was living in makeshift conditions on the Mr. Red, who told us how he stayed in
Since Katrina, this was the 10th visit property her house once stood complete his house for days till the floodwater
for the Calvary team, who make the 2,200- in Mandeville, La. Her son, Gary, was receded. We talked for almost an hour,
mile round-trip drive to the Gulf Coast forced to live in a 12’ x 12’ shed in the and the man warmed up to us after
about twice a year to help people they’ve backyard. One team hung sheetrock and finding out why we were there. He was
never met and likely won’t see again. They applied spackle, and installed siding and very grateful for our commitment to
keep coming back, even though the media soffits in Alberta’s house. The house was continue coming down almost five years
has long since moved on. out of square, which made the project after the storm. It was refreshing to see
“We’re trying to make a difference more challenging, but the Calvary team the barriers come down as we talked
in people’s lives,” explains Wigley, members helped get the job done. candidly about a number of things.”
owner of New Life Automotive, a Another group helped install soffits, Still, Wigley realizes that not
five-bay Car Care Center located in a framing and siding for Valerie T.’s New everyone is glad to see them, and that
southwest suburb of Baltimore. “Five Orleans house, in addition to cutting 50 tensions still run high in the area. He
years after the worst natural disaster rafter tails to line them up to accept the was on a ladder when a man warned
this country has seen, there are those new fascia boards. him that carpenters who were working
still coming in the spirit of brotherhood Other team members helped install across the street were just held up at
to help. We step out of our comfort zone kitchen cabinets, trim, fencing, flooring gunpoint. This was not far from the
and into someone else’s disaster zone to and interior doors for Sonya L.’s home neighborhood where occupants of two
continue the legacy of making America in the Upper Ninth Ward, working cars came down the street shooting
the greatest country in the world.” alongside her son, Glen, who inspired at each other as the Calvary team was
Partnering once again with the team when he talked about how he working in October 2009.
the Touch Global Crisis Response used a boat to bring members of his Toward the end of his week in New
organization, Wigley’s group split into family to safety after the city flooded. Orleans, however, Wigley experienced
four teams. The fourth group assisted with one of those moments that reminded
tearing out old concrete and jacking and him of just how much their work
leveling Pat J.’s home, and reframed and positively impacts the community. He
resupported the floor. received a call from the church office
House call: Mark’s team goes to work.
“We understand that Pat has been back home informing him that someone
an advocate for her community, helping in New Orleans who noticed their
others get back in their home,” Wigley church trailer around town had taken
says. “It was our privilege and joy to be the time to call to say thank you.
one of the first teams to help her start “Our success isn’t measured strictly
getting her house renovation underway.” by how much work we got done,” he
In addition to home-repair projects, explains. “These homeowners could
Mark and his group spent afternoons have done it all by themselves with
with inner-city youths playing games and help from friends. But what really made
attended a block party cookout, where this trip successful was the relational
they were able to talk with local residents connection we made with them.
and listen to what they had been through. “We’re blessed as a team to grow
“They love to tell their stories of closer together and rely on one another
survival, and we enjoy hearing them,” more than we ever expected–we have
he says. “Some folks shared with me the privilege of doing what we can to
stories about people they knew within help others.”
Page 6 Network Magazine, Volume 5, Issue 3 2010
Start spreading the news
Couple tours New York City as grand-prize winners of Car Care Center sweepstakes
“I was floored when the shop called
us–I thought they were playing a joke
These vagabond shoes
on us, but for the life of me I couldn’t
Are longing to stray
imagine why they would do that,” she
Right through the very heart of it
says. “We were in disbelief. They said,
New York, New York
It’s only fitting that longtime ‘No, really, you won!’ I paused for a
commuter Barbara Vaught won the second to process that, and said, ‘Oh.
grand-prize of a trip for two to New Cool! We love New York.’”
York City in this year’s service-dealer Wanda says the grand-prize trip
sweepstakes as part of the Network’s couldn’t have gone to a better couple.
sponsorship of 30 Minute Meals by “They’re very dedicated
Rachael Ray and the Food Network. customers, so we were very excited
Vaught, a retired school teacher in for them. They’re a very loving couple–
Adrian, Mich., loathes flying, so she and just wonderful. Like a lot of households
her husband, Richard, opted to drive nowadays, Barbara usually comes in to
to the Big Apple in their 2006 Saturn drop off the car and, usually, she’s the
Ion, which is regularly serviced at Hill’s one who we discuss the repairs with.
Adrian Auto Repair and Towing in That’s very common for us, as I’d say 75
Adrian, Mich. percent of our customers are women–
For more than 15 years, the Vaughts so, yeah, the Rachael Ray promotion
have entrusted their vehicles to the was a hit for us.
Parts Plus Car Care Center owned by “I’m happy to say that after
John and Wanda Lewis, including two returning from New York and putting
Ford Taurus sedans with a combined all those miles on the car, they brought
mileage of more than 300,000 miles. their vehicle in for service and showed
“I used to teach elementary school us pictures from their trip.”
down in Toledo, so that was 80 miles a The Vaughts had a “phenomenal”
day I was putting on my car, five times time, with the self-described history
a week,” Vaught says. “So it was always buffs taking in a few sights as they
important to me to take care of my car. I made the drive to New York, including
started going there [Hill’s Adrian Auto] Gettysburg. Broadway shows, which were the
because they were open on Saturdays, “Before touring the battlefields, we highlight of the getaway for the two
which was convenient for a teacher. walked around the cemetery where a seasoned performers of the stage. The
The reason I’ve kept coming back all lot of the soldiers are buried. And it’s Vaughts saw “The Addams Family,” the
these years, though, is because they’ve also where President Lincoln delivered popular musical based on the camp
always taken care of us and our cars… his Gettysburg Address. That was really TV show from the 1960s, and the Tony
from doing little things like installing special, as Lincoln and I share the same Award-winning “The Million Dollar
a seat-belt clip for free or working out birthday. My husband had been in the Quartet,” which chronicles how young
a three-month payment plan with us show ‘Arsenic and Old Lace,’ where he troubadours Elvis Presley, Johnny Cash,
if the repairs were more than we had played the character who thought he Carl Perkins and Jerry Lee Lewis came
anticipated. was Teddy Roosevelt. So we toured together at the legendary Sun Studios in
“Whether it’s Wanda, her husband, Roosevelt’s home place where he was Memphis to record with producer Sam
their son or whoever’s working on the born and raised–that was really neat. Phillips.
car, they’ll come out and explain what We also toured Grant’s Tomb, which was Barbara thanks Parts Plus and the
has to be done to the car and answer my another thing we’d never seen.” Network for accommodating them on
questions. I just feel comfortable there.” Other stops included Shanksville, their journey.
Barbara was dropping off her Pa., where United Flight 93 crashed on “They were so nice when I
2003 Taurus for an oil change at Hill’s 9/11, and Hershey Pa., where the couple explained that I didn’t like to fly and
Adrian Auto earlier this year when she took a class on how to make their own asked if we could drive instead. They
noticed a poster promoting Ray and chocolate bars. really worked with us on that, giving us
the sweepstakes trip to New York. She In addition to the option of touring money for gas and putting the car up
and Richard are singers and actors who the Food Network studio where the in a parking garage so we could walk
perform in local theatre, so the thought of Rachael Ray show is taped, as part of and take bus rides around the city. They
entering the contest to win a free trip to the grand-prize package, the Network’s took care of nearly everything for us. It
New York–and perhaps catch a Broadway travel agent helped the couple arrange a was a trip we’ll never forget.”
show–was too good to pass up. three-hour dinner cruise up the Hudson And yet another reason why it pays
Deep down, though, Barbara admits River and the East River. to have your vehicle regularly serviced
that she never dreamed she’d actually win. The couple also attended two by a Parts Plus Car Care Center.
A leader among leaders
New Network chairman delivers inaugural address,
reflects on 2008 tornado that nearly crippled his business
March 14, 2008, had been a
perfectly normal day for Danny Ward,
Danny Ward, president of Southeastern
president of Southeastern Automotive
Automotive Warehouse, Atlanta, Ga.
Warehouse (SAW), the Network WD
based in downtown Atlanta. Danny had
left work to attend his youngest son’s
state championship baseball game
earlier that evening. He was looking
forward to relaxing at home when he
received word that a tornado had hit
the downtown area for the first time in
the city’s history at approximately 9:45
p.m., weaving a path of destruction that
included SAW’s warehouse.
By the time he arrived nearly 45
minutes later, his family’s life work–the
warehouse operation started by his
father, Bill Ward, in 1964–had been
largely reduced to rubble.
As helicopters circled overhead in
the pitch-black night, and personnel
from fire trucks and ambulances
scurried about looking for anyone who
may have been inside what was left of
the building, Danny couldn’t believe his
eyes. The 5,000-lb. steel beams that held
the roof together had been blown off
into the sky, along with the second level
Reduced to rubble: SAW suffered $5.2 million in damages to its main facility in
of his building–roughly 22,000 square Since Danny owns a construction flooded the warehouse floor.
Atlanta after a tornado hit the downtown area in March 2008.
feet–including his office. More than 20 business on the side, several pieces of “I spoke to all of our employees
product lines had been sucked into the heavy equipment were quickly on hand the first day we went back to work
darkness as well. All told, the warehouse to clear away the rubble and broken and made a commitment–we would
suffered $5.2 million in inventory losses sections of the facility by 6:30 a.m. That rebuild, we would overcome this, and
and property damages. same Saturday morning, more than we would come back stronger than
“I’m not ashamed to say that I 60 percent of SAW’s employees came ever. I just believed in my heart that
broke down and cried,” he admits in voluntarily to help in any way after this was not the way God intended for
candidly. “I will never forget the shock learning of the destruction via friends SAW to end.”
I felt as I looked at the total devastation and news reports. The rebuilding process began the
of the building that had been my “We didn’t even have to call next weekend. Seven months later,
life’s blood for more than 30 years. anybody–they just came in on their Southeastern Automotive Warehouse
Thankfully, every single one of my own,” Danny says proudly. “My average was nearly operating at full strength.
employees from the night shift had left employee has been here between 22 “I will forever owe a debt of
by the time the tornado hit.” and 25 years–the warehouse was their gratitude to our employees and our
Danny quickly pulled himself livelihood as much as it was ours. They vendors who helped us during that
together. After locating flashlights and reacted like family would. Together, we time. My faith is stronger than ever and
batteries in his remaining warehouse rolled up our sleeves and went to work. our employees have grown even closer.
stock, he and his management staff Along with tremendous help from our Our vendors are part of our family,
began making phone calls to vendors vendor partners, we were shipping and even though we may have family
and forming a contingency plan at 2 parts out by Tuesday afternoon.” disagreements from time to time, we
a.m. Saturday in a conference room The warehouse’s shipping area was still love each other.”
that was still standing. the most affected by the tornado, and Danny recently reflected on the
They salvaged the main computer the conveyor-belt system had to be shut tornado during his first address as the
system and transported it out of the down for two months. Employees pulled new chairman of the Network at the
facility in a delivery truck just in case orders and carried them in totes, with association’s fall meeting at the Vinoy
the remaining structure collapsed. their feet soaking in the water that had Renaissance Resort in St. Petersburg, Fla.
Page 8 Network Magazine, Volume 5, Issue 3 2010
“I’d like to tell you that we put Network as a Parts Plus WD in 1983. headquarters staff takes it to the street
everything back together and doubled “I read once that ‘It’s easier to follow so that our new and existing WDs can
our business and everything was the leader than to lead the followers.’ pick it up quickly and efficiently. This
just perfect, but that’s not the way it Well, the Network doesn’t want to take is the parts business–if you’re not
happens in real life. In real life, you get the easy route. We’re here to lead the learning something every day, you’re
hit with the worst economic recession followers, and I hope you are too.” backing up.”
in 80 years just when you’re trying In addition to the group’s vendor After introducing his son Blake,
to rebuild your business. You see relationships and buying power, Danny who recently started working for
longtime key customers close their points to the Network’s programs–and SAW after graduating from Auburn
doors due to financial problems, and the people behind them–as keys to the University, Danny closed with some
you see your best jobber stores sell out association’s continued success. words from his dad. Bill Ward left
to the retailers. If ever there was a test “Based in Atlanta, I know better home at age 16 for to carve a better life
of character, this was it.” than anyone the challenges we face– for himself and is widely considered a
As he looked out at the faces of the namely, the retailers. Georgia has the true visionary in the industry.
vendors and WD owners who offered third-highest number of auto-parts “Under my watch, I want to help
their support following the natural retail stores of any state in the nation. grow the Network to be the biggest
disaster, Danny vowed to help guide But we’ve got the right tools in our automotive buying group out there. As
the Network to new heights in his new toolbox–and the right people behind we continue to make acquisitions and
role and challenged the membership to them–to compete. With the tools we conduct mergers as we expand, I’m
join him for the ride. have, all of our members, no matter reminded of something my dad told
“I’m proud to be associated with what size, have everything they need me a long time ago that I remember
such a fine group of folks. I’ve learned to grow their businesses and establish to this day: ‘One day, there’s going to
more from some of our members over themselves as the force in their own be a group for the groups.’ Today, the
the last 27 years than I could ever markets. Other groups, they distribute Network is that new group for the
get from any Ivy League business their programs on CD-ROMs. The groups.”
school,” says Danny, who has served on Network sends its people to help
numerous committees since joining the implement the programs. Our excellent
Rebuilding on faith: With renewed dedication from their employees and support from the Network family,
SAW quickly went to work on its reconstruction efforts.
car care center community
One step at a time
Arizona Car Care Centers make great strides in
raising cystic fibrosis awareness, donations
In December 2009, a group of
employees from Mesa-based Tri-City
Automotive and several Parts Plus Car
Care Center owners from throughout
Arizona huddled together as 9-year-old
Sean Dean prepared to say a few words.
Along with Tri-City, about 30 Car Care
Centers in the area had teamed together
earlier in the fall to raise approximately
$8,000 for the Arizona chapter of the
Cystic Fibrosis Foundation (CFF). But it
wasn’t until that brave little boy stepped
before them to say thank you did they
truly understand who they were helping.
“Everyone in the room was in awe
of Sean,” says Paul Buckman, owner of
Paul’s Arizona Auto Service in Glendale,
Ariz. “The little guy’s been through a lot.”
Like more than 30,000 other
children and young adults afflicted
with CF in the United States, Sean’s
body produces a thick, sticky mucus
that clogs his lungs, which can lead
to life-threatening lung infections,
and obstruct his pancreas, impairing
digestion and absorption of nutrients.
Twice a day, he wears a mechanical vest
to help dislodge and thin mucus as it
compresses and releases his chest wall.
Inhaled medicine, enzyme supplements
Team leader: Paul Buckman (wearing hat) guides Team Car Care up a hill as
to aid digestion and quarterly visits
to the CF clinic at Phoenix Children’s
part of the Great Strides fundraiser for the Cystic Fibrosis Foundation.
Hospital also help keep Sean’s disease on hand to walk for a good cause and group outings with other kids who have
under control. help raise awareness for a disease that the same disease, young CF patients
Despite low funding, CF researchers rarely garners media attention. cannot play together for health reasons.
have made progress over the last 40 At both events, Tri-City and Team “With CF, you have a network of
years, with survival rates steadily Car Care hosted a Parts Plus booth, kids who are coming to support these
increasing due to better treatments offering giveaways, such as T-shirts, key fundraisers, yet they can’t be around
and improved drugs. Before the chains and tape measures, as well as each other because they are poison
development in the ’60s of artificial distributing information on their locally to one other,” says Buckman. “It really
enzymes to help digest their food, owned businesses and fundraising tears at you to see these kids having to
thousands of CF-inflicted children died efforts for CF. avoid each other instead of being able
of malnutrition. “We explained that we’re not a to establish a bond, a brotherhood…
“As Sean accepted the check from us big chain–we’re independent service or find a buddy who truly understands
and spoke about his disease,” Buckman dealers, your next-door neighbors, trying what they’re going through. They were
says, “I think it hit home for a lot us just to make a difference in the community,” so tickled that we had come out there to
how important it was for Team Car Care says Buckman, who works closely with see them.”
to continue our fundraising efforts.” Tri-City’s Don Monroy and John Burrell The CFF works tirelessly to raise
And continue they have. Now with to lead Team Car Care’s efforts. funds to keep these kids healthy until
44 Parts Plus Car Care Center locations Buckman couldn’t help but think a cure or better treatments become
in the state participating, Team Car of Sean when he noticed kids at the available. Organized volunteer groups
Care has raised another $2,000 so far Tempe event wearing visors affixed with like the Parts Plus Car Care Centers that
this year through two Great Strides warnings that they have CF–a necessity make up Team Car Care help shoulder
walkathon events hosted by the CFF, so youngsters afflicted with the disease some of the load.
in Tempe and Prescott, Ariz. Team Car don’t mingle too closely. Unlike children This fall, Team Car Care is shooting
Care and their friends and family were with cancer who may attend camps or to raise an additional $18,000, with
Page 10 Network Magazine, Volume 5, Issue 3 2010
car care center community
Banner days: The 44 participating Parts Plus Car Care Centers in Arizona have not only raised more than
$10,000 for cystic fibrosis research but they have also increased awareness of the disease
by promoting the cause in their shops.
each Car Care Center pitching in to
donate one percent from their monthly
gross for September and October, with How you can help join the fight
each location pledging at least $500.
Their donations are put to work in
laboratories, where researchers are
Paul Buckman, a member of the Network’s National Service Dealer
working to find a cure for this genetic
Advisory Council, is asking Parts Plus Car Care Centers nationwide
disease. The Arizona CCCs will also be
to join the fight against cystic fibrosis.
hand at the Cystic Fibrosis 30th Annual
Ensynch StairClimb and Firefighter
Challenge, a fundraiser that includes
If Car Care Centers from at least two other states join the Arizona
the popular competition based on tasks
service dealers, Team Car Care will qualify as a national team
commonly performed by firefighters in
recognized by the CFF. Paul can be reached at (623) 934-2963, or at
In addition, participating Car Care
Centers are including a huge plastic jar
on their countertops to complement
You can also make a donation to the Cystic Fibrosis Foundation in
the banners promoting CF awareness in
any one of the following ways:
their shops, enabling their customers to
• Call toll-free at (800) FIGHT CF (344-4823).
“It’s amazing–when you hang
that banner in your shop, so many
customers either have someone in their
• Send an e-mail to email@example.com.
family with CF or they know someone
who is suffering from the disease or a
• Send checks to the Cystic Fibrosis Foundation (national
child who has lost their fight with CF.
headquarters) 6931 Arlington Road, Bethesda, MD 20814.
We have a poster of Sean in our shop to
not only remind us what this is all about
but to make people aware of just how
• Make a donation online at www.cff.org (click the Donations link at
crippling this disease can be for kids.”
the bottom of the home page).
What women want
Despite growing numbers, female customers feel misunderstood
by automotive industry By Scott Bowden
It started more than two years ago, decision and purchasing behaviors
just after my wife, Hayley, and I were than male customers. Educating female
married. I had climbed into my new bride’s customers on auto repair is key to
2006 Ford Explorer for the first time in building trust and establishing a loyal
months when I noticed that her vehicle female clientele. Repair shops and auto
was more than 1,000 miles past due for parts retail locations must remember
an oil change. Curious–and apparently that appearance is instrumental in
oblivious to her poor car-maintenance keeping female customers returning.”
habits while we were dating–I asked my Eileen also recommends joining
wife, “When are you planning on your civic organizations and establishing a
taking your car in for service? Next year?” presence on such online social networks
With nary a blink of her green eyes, she as Facebook as effective ways to reach
replied, “That’s your job now.” female customers.
Excuse me? “Social networking is a great way
Hayley explained that she had to reach more women. There’s plenty of
always felt uncomfortable in “garages” opportunity to be a speaker at various
(Brit-speak for any gas station or meetings–people tend to want to do
service dealer) back home in England business with people they know. Go
because the “blokes in there were out into the community and introduce
always talking down to me” and “didn’t yourself; meet the folks in your
take me seriously.” She also cited the neighborhood so they’ll know they don’t
overwhelming masculinity of shops have to go to the dealer.”
and their employees, which made it When I informed my wife that
downright uncomfortable for such a women were increasingly becoming
refined English lady. And because her responsible for their family’s
dad had always taken care of “this kind automobiles, she responded. “Oh, that’s
of thing” for her mum, she reasoned this total rubbish. Not in this family.”
responsibility now fell in my lap, citing So I sought the opinions of other
my wedding band. women to ask about their experiences
“Be a good husband–don’t make me at auto-parts stores and service dealers.
“Do you promise to love and cherish
go back there,” she pleaded. Well, when Do they dread the visits like Hayley, or
you put it like that. do they perhaps feel empowered by
this woman and take care of her car
Turns out that my wife is not alone. taking on this responsibility? Do they
until death do you part?”: Network
According to recent figures published ask questions about the repair? Do they
Magazine editor Scott Bowden
in Aftermarket Business, 74 percent even care what needs to be done to the
doesn’t remember his wedding vows
of women feel misunderstood by the vehicle? Perhaps most important, how
automotive industry, despite the fact are they treated by jobbers and service proficient handyman/mechanic, capable
that females in U.S. households make dealers? And I also asked a male shop of building a house or installing brake
65 to 85 percent of the service and owner about how his shop interacted pads or a clutch with his bare hands. So
maintenance decisions. with women customers. I recently asked my mom, Carole, about
In an interview with Aftermarket her service-dealer experiences since the
divorce, since dad was no longer around
of government affairs for LKQ Corp. and Back in my hometown of Memphis, to even change the oil.
Business, Eileen A. Sottile, vice president Mom
executive director of the Quality Parts my parents divorced four years after my “I’m not kidding–I sit in the parking
Coalition, stresses that the automotive 1998 move to Los Angeles. Along with lot and take three deep breaths before
aftermarket cannot ignore the growing the inherent guilt I felt–that I somehow going into the shop,” she says. “I try to
female marketplace. could have made the difference in act like I’m confident, but deep down
“The industry would serve itself their marriage had I not left home–and I’m pretty intimidated. I feel like they’ll
well to target them as a powerful the discomfort in hearing about my take advantage of me if I seem weak.
segment of the market,” she says. parents’ respective newfound romantic Your daddy always took care of that, so I
“Members of the repair industry and relationships since that time, I’ve had no idea how often to even take it in.
alternative parts industry must design worried about how mom could ever I gave them my address and they send
a marketing strategy considering manage the yard or her car without dad. me a card when the oil change is due, so
that female customers have different Unlike his son, my dad is a that helps. They seem nice enough, but
Page 12 Network Magazine, Volume 5, Issue 3 2010
shared with me with a good trick on “I love talking about how cars work
how to make it work without a power with the guys at part stores and repair
tool. Then, as I was leaving, they asked if places–as long as they don’t ogle me up
I needed a job! and down. ‘Cause then I’m out of there.”
“I’ve always felt comfortable in No wonder I was too intimidated to ask
shops and parts stores–even when I was Rhonda out back in school.
a teenager. Back when you knew me in
school, I had limited funds and a beat-
up Mazda with a lot of miles. My father When aspiring record producer
The Big-City Single Girl
showed me how to fill the tires with air Nicole Martin moved from New York
and check the oil–that’s it. I’ve always City to Los Angeles in 1998, she had
been independent so I went to a shop never driven a car before, let alone
that specialized in Mazdas to speak with stepped inside a service facility. She had
the repair guys, and they explained a lot relied on the subway system all her life
to me without talking to me like I was a until relocating to the West Coast.
girl. I never forgot how well they treated Because of the city’s size and
me, so whenever I was stuck with a substandard public-transportation
repair, I always took my car to them. To system, L.A. requires a car, especially if
this day, I won’t tolerate it if some shop you’re in the entertainment industry.
guy is a jerk or acts all arrogant with Shortly after Nicole purchased a “cute
me. I just cut them off–‘Dude, I know 1981 BMW nicknamed ‘Juan Carlos,’”
what I’m talking about.’” it broke down. In a panic, she had the
Rhonda’s first repair as a teen was vehicle towed to the nearest shop, an
replacing a window after her Mazda independent service dealer/gas station
had been broken into. After a week of off Sunset Blvd.
driving around with the plastic covering “I was freaking out–I couldn’t help
High-school reunion: Today, Rhonda
the space flapping in the wind, held but think they were gonna take me
Brockington-Brown is a successful
in place by duct tape, she drove to for what little money I had. I was your
salon owner...and still a DIYer.
I still feel like I’m at their mercy when the Maz-Mart, which sold spare parts typical starving artist back then, and
they tell me I need something done for her car, and purchased a $50 side the BMW parts were expensive. Then
because I don’t have anyone to ask.” window. The owner offered to help I met Norm, the owner, and saw that
Hearing that breaks my heart. install it, but she declined, determined his wife and kids worked there. They
I ask mom, “Are you suspicious of to do it on her own. Thirty minutes after immediately made me feel at home. I
them?” getting home, she had the window–and told him I was broke, so he gave me a
“Yes,” she replies. “I think they’re her confidence–in place. deal and told me exactly what we could
honest, but I don’t really know. I feel Today, Rhonda handles all the car- put off fixing until I got paid again
more comfortable going to the dentist.” maintenance decisions–and the repairs– the following month. Later that year,
in her family. continued on page 14
Through Facebook, I recently
The High-School Crush
reconnected with a girl I had a crush
on in high school, Rhonda Brockington-
Brown. I remember her being the only
pretty girl in school who knew how to
change an oil filter and a tire with the
efficiency of a NASCAR pit crew–and she
loved heavy metal. (I was simultaneously
smitten and scared to death of her in
1986.) So I contacted her 24 years later
to ask if she was still a gearhead.
“Yep, I still do my own repairs…
or least I try to,” she says, her Southern
accent firmly intact after relocating
from Memphis to Canton, Georgia.
“Heck, I was in a car-repair place a few
weeks ago, and I received quite a few
looks as I walked in covered head to toe
in grease, with my blonde highlights in
my hair and my fake fingernails. I told
them that I was installing an oil seal,
and they seemed rather impressed. I
needed their help because I didn’t have
In the driver’s seat: Nicole Martin often takes her car to a trusted
a power tool to remove a bolt, so they
independent rather than go out of her way to the only remaining Audi
dealership in the L.A. area.
because they knew I was in the city
alone away from home, they invited
me to their house for Thanksgiving. Of
course, they made a customer for life
Nicole has since forged a successful
career, managing the likes of recording
artists Rachel Yamagata and Greg
Laswell. In 2007, she purchased a brand-
new Audi from a dealership in Beverly
Hills. When the economy downturned
two years ago, her Audi dealer closed,
leaving the Santa Monica location as the
nearest place to honor Nicole’s warranty
work. Unless it’s something really major,
she doesn’t even bother taking the car to
the Audi dealer–instead, she calls on her
old friend Norm.
“Driving to Santa Monica for the
warranty stuff is a pain–depending on
what time of day it is and the traffic,
the drive alone can take anywhere from
one hour to over two hours round-trip.
Got WIX?: Manager Wendy Black poses next to the WIX promotional
It’s so annoying. Oil change? Flat tire? A
Hummer outside the Parts Plus store in Pueblo, Co.
sudden rattle? I’m taking it to Norm. My customers are becoming technically savvy We explain stuff in simple terms–never
trust was established with him on that out of necessity. The wives assuming high-tech. Never talk down to a woman–
first visit–I joke with him that it was responsibility for dropping off the family’s unless you really want to make them
love at first sight. vehicles for service are researching the angry. With some expensive repairs,
“It was really important to me to problem and possible diagnosis before we provide several options, outlining
find a car guy I trust because I really visiting her shop. what is needed to be safe and what may
don’t care what the repair is or why “Nobody likes to feel stupid– be needed for maintenance and why.
it’s needed. I don’t want it explained to especially women stepping into what They all want to be confident that they,
me. I just want them to fix it. The only traditionally had been a man’s business through the repair facility, have taken
question I ever have for Norm is, ‘When for years. They research online. They care of things to avoid breakdowns.”
is it gonna be ready?’” ask questions. They listen. But the key is
explaining it to them so that a 12-year-
old could understand it without talking
The Female Parts Plus
to them like a 12-year-old. You can Wendy Black, manager of the
The Female Parts Plus Autostore Manager
Sue Martin, owner of Pennsylvania- always explain a repair–no matter how Parts Plus New Mexico’s Pueblo-based
Car Care Center Owner
based Willow Street Tire & Auto, says technical–without being condescending. Parts Plus Autostore, can usually
establishing trust is vital with her shop’s We’ve got our jargon, just like a doctor spot a female customer who seems
female customers, a diverse mix of or a housing contractor has theirs, but overwhelmed upon entering the store.
widows, divorcees and college students you’ve got to be able explain things in “They’re kind of wandering the
who make up 60 percent of her clientele. terms people can understand without aisles, not really sure of what they’re
Often, Sue and her techs not only have to making them feel stupid.” looking for,” she says. “When they see
make a good first impression on female Likewise, Sue says, men don’t like me, I can tell that they immediately
students but also on their fathers, who to admit that they have to speak with loosen up a bit–they almost look
come along to check out the shop and the their wife before making the decision relieved. When I started driving, my
quality of the work. to go ahead with a repair, but they give dad made sure I knew how to do all
“We’re located near a retirement themselves away when they say, “OK, the minor stuff to my car. By the time I
home and a college, and the divorce we’re gonna go ahead and get that done.” was 18, I was working in a parts store. I
rate is up–so that accounts for most of love cars, I love motorcycles, and I love
our female customers, along with wives having the knowledge of how they work.
taking care of their family’s vehicle,” “I hope, in a small way, after talking
The Male Parts Plus
Sue explains. “With the widows and Jim Bastone, owner of Pittsburgh- to me, our female customers maybe
Car Care Center Owner
the divorced women, they want us to based Bastone Auto Service, finds that have a little more confidence that they
take over what their husband did for so men are more concerned with feeling can do this stuff too.”
many years–and that’s take care of the foolish than his female customers, who
car decisions. They don’t want to come account for nearly 75 percent of the
(Contributing editor Scott Bowden
in and tell me what they want done. vehicles brought into his shop.
recently took his wife’s Explorer into
They want me to tell them what needs “Most women ask questions. Unlike
the shop for a brake job. Afterward, he
to be done.” men, women aren’t concerned with
scrawled, “Wash me–that’s your job” in
However, Sue says some of her female looking macho or like they know it all.
the dirt and grime collected on the back
Page 14 Network Magazine, Volume 5, Issue 3 2010
Honey bees create buzz at Pueblo-based
Parts Plus autostore
One customer at the Parts they are exceptional pollinators, and
Plus autostore in Pueblo, Colorado, many crops are dependent on them for
compared it to a scene from Alfred production, including apples, pears,
Hitchcock’s “The Birds”–only this time, peaches and melons. The value of
with honey bees. pollination alone typically exceeds $20
An employee at the Parts Plus of million annually, and several million
New Mexico-owned location received dollars of honey and beeswax products
quite a shock one sunny morning in are also produced.
June when he gazed out the window and The trick for the beekeepers was
noticed a swarm of bees huddled near removing the colony from the Parts Plus
the store, buzzing under the “P” on the store without harming the bees. Honey
store’s exterior Parts Plus identification. bees are not aggressive insects, although
In less than three hours since the store they will readily defend their colony.
had opened, the migrating honey bees Using “bee brushes,” the keepers gently
had managed to construct a protective scraped the Parts Plus store’s uninvited
wax-comb wall running alongside guests into crates as customers and
the signage–not exactly an inviting employees watched with fascination.
atmosphere for customers. “Nothing ever exciting happens
“We opened at 7:30 a.m., and the here, so this was a pretty big deal,” say
bees weren’t there at that point,” says Black, laughing. “The entire process
Wendy Black, store manager. “We took about two hours. One of our
In Colorado, the honey bee is
discovered them around 10:30 a.m., and customers left and then came back later
important to the agricultural economy;
it was hard to believe that so many bees saying he was pretty freaked out. It was
had arrived by that time and built this a little uncomfortable, to be honest.”
they are exceptional pollinators, and
thick wall–I mean, there were thousands The story has a happy ending. The
many crops are dependent on them for
of them. It was one of the weirdest things keepers transported the bees to their
production, including apples, pears,
I’d ever seen.” nearby farm, where they are free to
peaches and melons. The value of
Honey-bee colonies periodically swarm as they desire and do what they
pollination alone typically exceeds
subdivide, a process known as do best: make honey.
$20 million annually, and several
“swarming,” in which half the colony
million dollars of honey and beeswax
leaves the hive along with the queen
products are also produced.
and attempts to establish a new colony.
Most honey-bee swarms occur on sunny
afternoons in May and June. Immediately
after leaving the colony, the swarm
usually settles nearby, clustered on a
branch. On the rare occasions when a
new nest site is not found, honey bees
will begin to produce a comb where they
originally came to rest, which, in this case,
just happened to be the Parts Plus signage
letters affixed to the Pueblo store.
When this occurs, the colony must
be eliminated as soon as possible. If
allowed to develop, large amounts of
wax and honey can be produced, which
ultimately damages the building when
the hive dies out or when the combs
melt due to extreme heat.
One of Black’s delivery drivers
called an acquaintance at the local
Bugman, a pest-control company,
who contacted two beekeepers after
assessing the situation.
In Colorado, the honey bee is
important to the agricultural economy;
Good morning, honey: Employees and customers were greeted by
a swarm of bees at the Parts Plus autostore in Pueblo, Colorado.
Sign of the times
After WD buyout forced year-long hiatus,
Winchester Auto Parts returns to Parts Plus
of acquisitions and
mergers made by
often those most
affected are the
businesses caught in
that cold, hard fact
firsthand when their
WD, Pacific Supply
Co., sold out to NAPA
in May 2009 and
closed their San Jose
Blue skies ahead: Together with Parts Plus, Winchester’s retail business should
flourish in its new Scotts Valley location.
Despite flying our banner for Parts Plus posters promote products Haschert stresses that Parts Plus is
more than a decade, Winchester’s five that will actually draw a customer in more than just programs–it’s the people
locations throughout Santa Clara and the door…in addition to shelf-talkers for behind them that make the difference.
Santa Cruz counties were forced to drop the sale items. All in all, we believe that With help from Network Headquarters,
their Parts Plus affiliation and retail and after exclusively promoting Parts Plus including vice presidents of marketing
wholesale programs after scrambling for 10 years, the Auto Value name just Gil Gunn and Bob Barstow, Winchester
to reach an agreement to buy from didn’t have the impact we were looking was able to continue with the Parts
San Jose-based Speed Warehouse, an for. The best thing that happened for us Plus retail programs as well offer Car
Alliance member. was the acquisition of Speed Warehouse Care Center elements and promotions
Although the Winchester affiliates by National. for its service dealer customers for the
were now officially Auto Value stores, “Fortunately, we kept the Parts Plus remainder of 2009 after Pacific Supply
Parts Plus marketing elements and logos and striping on the stores. We are sold out.
graphics remained on the stores excited to be back in the Parts Plus family.”
until co-op funding from Speed could
eventually be acquired. Terry Haschert,
president of Winchester Auto Parts,
was in no hurry to remove his stores’
Parts Plus identification anyway as he
loved the name recognition and the
association’s toolbox; he didn’t want to
leave the program in the first place.
As it turns out, it’s a good thing
Haschert never got around to it.
Speed was recently purchased by
Miami-based National Auto Parts
Warehouse, a Miami-based Parts Plus
WD under the Network umbrella.
“Switching to Auto Value, after
being an active Parts Plus member for
10 years, was quite an adjustment,” he
says. “When it comes to retail exposure,
Parts Plus is the clear winner. In our
stores, we utilize the entire Parts Plus
monthly poster program, tie it in with
the on-hold messages, and run large,
Smooth movers: The Winchester crew recently opened the new Scotts Valley
color retail ads about six times a year.
location without missing a beat. Team members include (left to right) Austin McCann,
Doug Phillips, Mike Miquel, Terry Haschert, Dan Messinger and Mike Litel.
Page 16 Network Magazine, Volume 5, Issue 3 2010
Now back with Parts Plus,
Haschert and his partners have worked
closely with Barstow and Gunn to get
Winchester up to speed with the latest
retail tools and reintroduce the program
to 36 of their service dealer customers
as they make the transition from Auto
Value Certified Centers to Car Care
“From visiting and conducting
Car Care Center meetings to keeping
us apprised of the latest promotions,
it would be impossible for us to
keep up without the help of Bob and
Gil,” he says. “We have always had
great representation from Network
Headquarters. It’s interesting because
we had been away from it for over a
year, so we were unaware that Parts
Plus had made some significant strides
[with the Car Care Center program]. All
of our Auto Value Certified Centers are
happy to rejoin Parts Plus.”
Barstow also assisted Haschert
with the recent move of his Scotts Valley
store, which had previously been in
the same spot for 30 years. The new
Bright idea: Winchester Auto Parts’ new location in Scotts Valley is highlighted by
location is an upgrade from 4,000
an expanded, well-lit and well-merchandised retail area that caters to its increased
square feet to almost 7,000 square feet,
nearly doubling the size of their front
retail space and enabling Winchester had no back-door access and worked “You can buy auto parts and
to bring in lots of new product without hard to convert from carpet and tile front-end accessories pretty much
sacrificing any existing lines to make floors to an attractive, efficient parts- anywhere. Our real test of time has
room. Located on a major street next store look and layout. With warehouse been the service our guys and gals give
door to a Jamba Juice and Peet’s Coffee, representatives and fellow employees the customer. We have knowledgeable
Winchester is already benefitting from and managers helping every step of counter people who are considered ‘car
increased retail traffic. the way, Haschert moved the entire guys’ with years of experience. The key
No matter how much new paint Scotts Valley store on a Sunday without is they still enjoy their jobs–they enjoy
and floor wax you apply, or new product missing a beat. helping people and talking about cars.
you put in, it just doesn’t compare to a “All of our heads are a little grayer We always get compliments on our
new location, Haschert says. Although than when we started, but it was all worth people. We have employees that have
they have been in the new Scotts Valley it,” he says. “One of the biggest drawbacks been with us for over 30 years. Without
location only a short time, Haschert is was the time involved in securing permits, them, we would be lost. We have over
stunned at the number of new customers adhering to them, and making provisions 40 delivery trucks running all over
who tell him they never knew Winchester for ADA [Americans with Disabilities Act] Santa Clara and Santa Cruz counties, in
Auto Parts existed previously. requirements. Thirty years ago, things most cases offering priority-one special
“We moved off a road with a car were pretty simple–not so now. Bob orders in less than two hours, seven
count of 17,000 cars a day to almost Barstow’s years of experience came in days a week. Service is something we
40,000 a day. We have moved only 1 handy and made our job a little easier.” work on every day.”
mile away in our small town, but we Located in a very competitive area Haschert and Cameron continue to
have already picked up a 35 percent in California, Winchester has always benefit from another sign of the times–
increase of new customers. We not only prided itself on providing the highest video stores in prime retail locations
held onto our existing wholesale and level of customer service possible as going out of business in droves–as they
retail business base, but we also picked well as the region’s largest selection of prepare to move another Winchester
up new retail. New lighting fixtures, cutting-edge parts and accessories and store into an empty Hollywood Video
color-coordinated paint, new shelving the latest technology, with prices second building.
and floor, and graphics that pop make to none. “Like the Scotts Valley move, it will
all the difference in the world. The new Haschert and his business partner take a lot of work and money, but it will
store looks different and even smells Stephen Cameron credit their team of all be worth it. We can’t just sit back
different. That gives us a better image managers/partners and counterpersons and get hit with the shrapnel in the war
and attracts new customers.” with helping to further distinguish between O’Reilly and AutoZone.”
Haschert and his staff started with a Winchester Auto Parts from the
vacant Blockbuster Video building that competition.
A royal racing experience
South Lyon Parts Plus manager wins grand prize in WIX Filters’
“It’s Good to be the King” promotion
Start your engines: Four
ACI-owned Parts Plus
locations hosted an
appearance of the No. 43
When Jason Van Buren, store manager 43 car, and driver and pit-crew suits, pit win a Ride Along at the Richard Petty
for Michigan-based South Lyon Parts Plus, box and car hauler for the entire 2010 Driving Experience. A walk-in customer
completed a survey for WIX® Filters earlier NASCAR Sprint Cup Series schedule. and a technician at one of South Lyon’s
this year, he offered his honest opinions on “WIX will always look for creative biggest wholesale customers were the
their products and marketing approach ways to bring added benefits to our lucky winners.
to help the manufacturer gain valuable customers, through new products, At the Edmore location, a high-
insight into those who sell, buy and use engineering leadership and promotions,” school automotive class who stopped
their products. said Jeff Blocher, brand manager for by during a field trip was treated to
Today, it might be a little harder for WIX Filters. “The ‘It’s Good to Be the impromptu instruction on NASCAR
Van Buren to be objective about WIX. King’ promotion provides our customers repair when the No. 43 show car had a
As one of five regional grand-prize with an opportunity to get broad brand transmission problem.
winners of WIX Filters’ “It’s Good to exposure at a NASCAR event and, more “We have a service bay at the
be the King” promotion, Van Buren important, the chance to bring it back to Edmore store, so one of the technicians
was able to treat his family to an their local markets.” there repaired the transmission’s
unforgettable expenses-paid trip to In addition to having their store reverse linkage as the students watched,
Charlotte, where he watched the No. logo displayed on the No. 43 WIX/ which was a great learning experience
43 WIX Filters Ford Fusion race in Petty Motorsports Sprint Cup car, South for them and a thrill for our tech,” Van
the NASCAR Sprint Cup Series Bank Lyon received a golden marketing Buren says.
of America 500 from the comfort of opportunity: hosting a week-long local For Van Buren, the coolest part of
Richard Petty’s personal Turn-1 condo campaign complete with a WIX mobile the experience was shaking hands with
at Charlotte Motor Speedway. event at its store. Since South Lyon is an the King at Charlotte.
“It was the trip of a lifetime, especially ACI company-owned location, the Grand “Richard Petty was really cool, calm
for my son, who is a big NASCAR fan,” Rapids, Mich.-based Network WD opted and relaxed,” he says. “He doesn’t drink,
he says. “I’ve always liked NASCAR, but to have the show-car promotion spread so he made a joke about everyone up
I have a far greater appreciation for the out at three other area Parts Plus stores in his condo ‘sinning.’ He talked with
sport after taking the tour of the garage throughout the week, in addition to a us and even got in a group photo with
area as part of our trip and seeing how two-day event at South Lyon: Middleville everyone. It’s not every day you get to
they prepare in the final moments before Parts, Edmore Parts and A&L Parts. meet Richard Petty.”
a race. WIX also provided a private tour “We have a lot of competition
of the NASCAR Hall of Fame, which my around here, including several big-box
family really enjoyed. We watched the stores, so these events were huge in
race from an observation deck on top of distinguishing us from the rest,” Van
the condo, so you couldn’t ask for better Buren says. “It was a really effective way
seats. I enjoyed meeting the WIX people of attracting new customers; we saw
and their driver, AJ Allmendinger, who plenty of new faces coming through our
came up to meet with us before the race. doors, despite the fact that the weather
“I can’t thank WIX enough–it was didn’t exactly cooperate.”
first class all the way.” WIX also helped the stores publicize
The promotion was an extension their events and covered onsite cookout
of WIX’s association sponsorship with costs for brats, burgers and beverages.
Richard Petty Motorsports, which As a bonus, WIX and Richard Petty
Fit for a King: As a grand-prize winner
provides the manufacturer with Motorsports also enabled South Lyon
of the WIX promotion, Van Buren met
secondary brand placement on the No. to host a drawing for two customers to
Richard Petty at
Charlotte Motor Speedway.
Page 18 Network Magazine, Volume 5, Issue 3 2010
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Service dealers face disinterest among young people,
image problem in pursuit of the technicians of tomorrow
On a recent September morning, somewhere in the country that’s having
a “Help Wanted” sign hangs in front of trouble finding qualified technicians.”
Paul’s Arizona Auto Service, a Parts Plus In that same AB article (“The next
Car Care Center in Glendale, Arizona. generation,” April 19), industry trainer
With the nation’s high unemployment Chuck Udell, MAAP, senior partner with
rate and challenging economy, owner Essential Action Design Group, says that
Paul Buckman initially assumed he’d steps should be taken in the next five to
soon find a qualified technician to fill 10 years to ensure the industry doesn’t
the position. But like most service face a tech shortage in the future. He
dealers nationwide, Buckman is having tells AB that the increasing age of the
difficulty making a suitable hire because average technician indicates a “graying
of a lack of technicians with up-to-date of our industry. When good techs
skills and a declining interest in the retire, we’ve got to make sure their
profession by young people. replacement is handy.”
“I see a lot of young carpenters, That’s easier said than done. In an
plumbers, bricklayers and fork-lift interview with Network Magazine, Brian
operators out there–I don’t see a lot Cruikshank, director of the University of
of young technicians,” says Buckman, the Aftermarket, a continuing education
who serves on the Network’s National program managed by Northwood
Service Dealer Advisory Council. “In University, cites the profession’s image
addition to my sign out front, I’ve got a problem among young people and their
posting on Craigslist and ads on other parents.
job sites. The people I’m interviewing “From a service-dealer standpoint,
either don’t have the skills or lack the the image issue is one of the biggest the
passion for the job. I interviewed a guy industry faces as far as recruiting young
for the position the other day who said, technicians. Part of that stems from how
‘I only want to work 35 hours a week.’ customers view service dealers as well
After telling him we usually put in 35 as how young people view a technician
hours by Wednesday, I asked him, ‘What career as an option. I believe that a lot of
do you expect me to do on Thursdays parents may discourage their child from
and Fridays?’ Well, needless to say, I being a technician even if the kid was
didn’t hire him.” interested and displayed a knack for car
High-school automotive programs– repair at a young age.
for years a reliable, consistent source “Let’s face it: A lot of people are
Facing the future: The aftermarket
from which independent service dealers still very suspicious of the profession
is anxious to recruit more young
could pluck potential techs–have largely based on experiences at unprofessional,
technicians like Ben Beal,who
been eliminated nationwide because of dishonest shops. Obviously, these
works for Atlantic Car Care, a North
cost-cutting measures and dwindling customers are not going to encourage
Carolina-based Car Care Center.
student interest. their kids to get into the profession.” some young people from considering a
As baby-boomer techs continue to There is, however, a silver lining, technician career. Training classes can
retire, Buckman and other shop owners according to Cruikshank: Bay counts are quickly add up, and a proper toolbox
are becoming increasingly worried falling in the United States, an indication costs thousands of dollars–pretty steep
about finding the next generation of of fewer shops in existence, i.e., the when you consider that most entry-level
automotive professionals to replace weakest service dealers are being techs make between $10 to $15 an hour.
their longtime technicians who are eliminated. “They are expected to come
eyeing retirement. “That tells me that the really bad into a service dealer with their own
Tony Molla, vice president of shops–the ones that are most negatively tools,” Cruikshank says. “And, as we all
communications for the National affecting the industry’s image–are know, that is getting more and more
Institute for Automotive Service slowly dying off. It’s a real Darwinian expensive. Typically, a tech has to make
Excellence (ASE), recently told way of thinking: survival of the fittest. an investment of about $10,000 in tools
Only the best shops will continue to or more. That’s quite an investment on
the industry is not currently facing thrive and stay in business. In time, as the front end.”
Aftermarket Business that although
a shortage of technicians and that the worst shops disappear, I believe this In the long run, the threat of the OE
cars continue to be repaired in timely image problem will rectify itself.” dealer may not be about the amount of
fashion at the moment, “…I get a Still, the upfront investment toward business they’re able to take away from
call every day from a shop owner training and tools is enough to prevent independent service dealers; instead, it
Page 20 Network Magazine, Volume 5, Issue 3 2010
could be the number of career-minded, someone has the ability to pick it up. they don’t know what they’re looking
bright, young professionals dealers With today’s computer technology on at. This tells people that car repair
wrestle away from the aftermarket cars, everything is a thought process in requires a level of expertise that can’t
that’s the bigger problem. how you attack a job. Fundamentally, be self-taught or acquired through
For that reason, attracting new you must have that. I just don’t see trial and error. You need to entrust
people into the industry should be a enough young people who think that vehicle with someone who has
priority, especially for independents, like that anymore. Maybe those kids training to properly diagnose and fix
Cruikshank maintains, since OE with analytical skills are more into the problem. As the public continues to
dealerships already have a more computers nowadays–perhaps they trust service dealers more and more,
concentrated effort in recruiting young have more varied interests than I did the profession will continue to become
technicians. growing up. If I wanted a car when I was more respected. ”
“The independent aftermarket a kid, I had to fix it up, take care of it and While Buckman continues his
is further challenged by a lack of repair it when it broke down. Kids today search, Phillips has hired an 18-year-
consistent recruitment efforts. It’s don’t have to do that so they don’t learn old fresh out of high school, a young
much, much easier for OE dealers those skills.” man he feels has potential to be a great
to recruit because they often have Cruikshank attributes that technician one day.
relationships with technical schools– perceived apathy in part to the fact that “He’s the fourth kid I’ve tried.
they have specific programs to bring cars last longer than they did in the ’60s Although the first three kids didn’t work
young people into the industry as and ’70s and are far more difficult to out, I think he’s going to make it. I’m
technicians. Mostly because of the repair when they do break down. really impressed with him. I think he’s
fragmented nature of the aftermarket, “Cars today simply aren’t as easy someone who’s going to stick with this
independents don’t really have a unified, to work on and repair as they were and work at it. I asked him to sign a one-
consistent recruitment mechanism to decades ago. I don’t think it’s an overall year commitment with me. If I’m going
attract young techs. It’s fragmented and lack of interest in young people–they to take the time to train him and have
piecemeal; it’s certainly not a broad, just need more advanced training to him work here part time, I want him to
all-encompassing effort like the OEs’ even get started today. The things that commit to a least a year to see if he can
programs.” the average person can do to a vehicle develop into a technician. He owes it to
If an OE-trained tech inquired today are far more restricted than you himself to give it at least that long.”
about the sign hanging in front of Paul’s could in the ’60s or ’70s. Fact is, cars The Network and several of its WDs
Arizona Auto Service, Buckman says are better built and last longer today. have awarded scholarships to vo-tech
the diverse automobiles coming into his Used cars hold up better and last longer, students in the past, recognizing that
shop would make him think twice about needing far fewer repairs than they did they represent the future. The Global
making the hire. 30-plus years ago.” Automotive Aftermarket Symposium
“The OE dealers train them on their Even a veteran technician like (GAAS) and the Specialty Equipment
brand. You come into our world, and I’m Buckman who’s committed to training, Manufacturers Association (SEMA) offer
working on a Kia, a Chevrolet, a Ford and finds it difficult to keep up with the scholarships and internships to aspiring
a Dodge and whatever else may come ever-advancing technology on cars. He technicians, while the Automotive
through that front gate. Not only do I admits that if his new car broke down Aftermarket Industry Association
have to constantly ensure that I have on the side of the freeway, he’d call a (AAIA) kicked off its Aftermarket
the right equipment but I’ve also got to wrecker rather than to try to repair the Recruitment Week in January, designed
have guys working for me who have the vehicle right there. to inform local automotive programs
wherewithal to repair everything. It’s “Look under the hood of a new and one college-level program about
becoming an issue to find a technician car: Everything’s shrouded. Unless it’s opportunities available in the industry.
who can work on all brands.” a broken hose or belt, what do you do While he’s encouraged by these
Most alarming to Weare, N.H.-based with it? The days of ‘John and Mary organizations’ efforts, Cruikshank
Car Care Center owner Marc Phillips is Lunchbox’ repairing their cars are over. recommends that on a local level
that young people today don’t seem to So how’s a kid gonna excited about the Network’s service dealers take
have the natural ability to repair cars. working on a car if he can’t figure out advantage of all the programs in the
He explains that when he was teenager, what the heck he’s doing?” association’s toolbox to continue to
he and his friends cultivated their Ironically enough, it’s the advanced improve the public’s perception of the
innate skills by constantly tinkering on technology on vehicles that continue to profession.
their cars and snowmobiles. In those boost the image of service dealers and, “I would tell them to ensure they’re
days, he says, more young people had eventually, make the profession more running the best business they can and
to repair their first car to even get it attractive to aspiring technicians, says projecting the right kind of image to the
running to begin with. He says the sense Cruikshank. public. Doing so will benefit not only
of accomplishment of successfully fixing “The technology on cars today has their business but also the industry as
his car as a young man helped fuel his already made the public’s opinion of a whole. I think groups like Parts Plus
interest in a future in automotive repair. service dealers greater than it was 30 should continue to provide the best
“It seems as if kids today don’t years ago. Given the cost of cars today, tools–including technical and business
have the natural instincts to work on a 2009 or a 2010 vehicle is a major training–to help independent shops
cars; they don’t pick it up as fast,” he investment. The general public opens convey an image of professionalism. A
says. “It’s hard to find a young man that hood and they see an engine with good image is imperative to the future
who even wants to do it, let alone a cover on it and tons of electronics– of this industry.”
The Big Sky’s the limit
Montana-based WD Novco, company-owned H-O Parts Plus locations team with
WIX to raise thousands of dollars for local FFA chapters
Network warehouse distributor of $40,587.75, plus six $1,000 bonuses.
Novco and their eight company-owned “The WIX Filters/FFA box top
H-O Parts Plus locations throughout program is an annual success due to
Montana are helping local student the participation of parts stores, local
chapters of the FFA, the leading high- agribusinesses, shops, and individuals
school agricultural program in the who purchase WIX Filters in support of
country, raise thousands of dollars each their local FFA organizations,” says Jeff
year–one WIX Filters box top at a time. Blocher, brand manager for WIX.
With help from their independent As part of the WIX program’s
jobber, service dealer and other small- incentives, FFA chapters nationwide
business customers and the support of compete for the six $1,000 bonuses in
their retail walk-in trade, Novco’s FFA different categories, including most
fundraiser has evolved into a rewarding box tops redeemed, most box tops
community program over the last redeemed per member and highest
decade, says David Novis, president of percentage increase over the previous
the Missoula, Mont.-based WD. year’s effort.
Each H-O location has a red 55-gallon This year, three of the $1,000
plastic barrel affixed with a WIX sticker bonus winners came from Montana, a
and a sign promoting the fundraiser on testament to the strong commitment
the retail sales floor. After working the of Novco and their customers. Two
program for 10 years, it’s become second Montana-based FFA chapters received
nature for counterpersons and customers $1,000 bonuses for submitting the
to rip off the box top and place it in the most box tops per member: Big Sandy
bucket after nearly every single WIX FFA in Big Sandy, Mont. (252.5 box
Filters purchase. tops per member), and Stevensville
Throughout the state, Novco’s FFA in Stevensville, Mont. (187.3 per
independent service dealers and jobbers member). Fairfield FFA in Fairfield,
also pitch in, along with local farmers Mont., delivered the largest percentage
and construction companies. Every few increase (659 percent) of box tops
months, FFA students drop by the stores submitted and earned a $1,000 bonus
to count and pick up the box tops. as well.
“Our stores and customers across For Novis and his store managers,
the state are working this program really the proud looks on the faces of the kids
hard with FFA chapters in the area and when WIX presents the hard-earned
the response has been remarkable,” money to the Montana chapters make it primarily use the money raised to help
Novis says. “They realize that every all worthwhile. Plus, by helping to support cover travel expenses for the national
box top saved is essentially a 25-cent Montana’s FFA chapters, Novco is making convention as well as for local exhibits,
donation directly to these kids. The an investment in the state’s future. says Brian Stovall, manager of the H-O
result has been a lot of money raised for “Agriculture is an important store in Havre.
the kids participating in FFA, customer industry in Montana, vital to our “It’s 800 miles from one end of the
awareness of FFA and plenty of goodwill economy,” explains Don Johannsen, state to the other,” says Stovall, who was
for our stores. And we’re selling a ton assistant manager for the H-O store in on hand recently as WIX’s Tom Murphy
of WIX Filters in the process. It’s a real Shelby. “These days, FFA is more than presented the $1,000 bonus check to
winner across the board.” just taking kids into the country to the FFA chapter in Big Sandy for the
Originating 23 years ago, the WIX show them how to run a tractor. FFA is 2010 fundraising drive. “You practically
Filters box-top program awards 25 invested in agribusiness–the business have to drive 200 to 300 miles to get to
cents for each box top turned in by side of farming. So these kids learn the next town anywhere in this state,
local chapters of the FFA (the student all facets of the business of farming– so this money goes a long way toward
organization formerly known as Future everything from futures trading on travel costs to get to their various FFA
Farmers of America). down, in addition to how to operate exhibitions at county fairs and the like,
This year, between January and farm equipment. Agriculture is a much in addition to the national event.
April, participating FFA chapters more intricate industry these days than “Even if a town we serve doesn’t
nationwide submitted 162,351 WIX many years ago when my grandfather have an FFA chapter, they adopt one,
Filters box tops and were rewarded was a farmer.” like Havre does with Big Sandy. It’s not
with a total donation from WIX Filters The Montana FFA chapters just a town effort–it’s state effort.”
Page 22 Network Magazine, Volume 5, Issue 3 2010
Take stock of your customer service
Agility Metrics provides Network affiliates
with state-of-the-art customer-feedback program
Tracking and evaluating customer idea of what is happening within your
feedback is often a tricky process. While business and what your customers think
most Network business owners are aware about you–even when you’re not there.”
that customers represent your lifeblood, Like any customer-response program,
the day-to-day grind of running your to get the best results, it’s recommended
operation can sometimes interfere with that you offer an incentive, such as a
your ability to listen to your customers. quarterly sweepstakes promotion in
Eventually, your customer service is which respondents are entered for a
negatively affected as you’re not properly drawing to win $500 in cash or products.
in tune with what your business is doing For an even better response rate,
right–and wrong. promote the winners in your business. If
The Network has partnered with you offer the right incentive, you’ll have
Agility Metrics to provide a Customer a response rate as high as 25 percent,
Experience Program that our jobbers, providing invaluable insight into your
Does your customer service make the
service dealers and WDs can roll out customer base.
grade?: Pinpoint exactly what your
quickly and efficiently. Network affiliates can obtain this
business is doing right–and wrong–
With Agility’s Customer Experience information through three different kinds
Program, you can gather real-time of surveys: you in an easy-to-understand, real-time
with Agility’s revealing scorecard.
customer feedback, gain accurate and 1. tore to Retail DIY Customer Survey;
S “dashboard” format that you can log
timely insights, identify trouble spots, 2. tore or Distributor to Service Dealer
S onto at any time to review. If someone
share best practices and make your staff (B-to-B) Survey; or communicates they had a terrible
more accountable. 3. Service Dealer to Customer Survey. experience at your business, you will be
Perhaps most important, you can All questions are tailored to that immediately notified by e-mail, so you can
respond to customer problems quickly particular affiliate’s type of customer. respond quickly to clear up the matter
before they become an ongoing issue at For example, Store to DIYer may ask a and, ideally, retain their business.
your business, says Bob Barstow, vice customer how soon he was greeted upon Agility employs a team of world-class
president of marketing for the Network. entering the store. The B-to-B Survey may statisticians and analysts who design
“All business owners believe they inquire about the customer’s experience analytical models that can uncover key
know their customers,” he says. “But with the delivery driver. Service Dealer drivers, important visitor segments, and
think about how many times you have to Customer may ask if the work to be variables that correlate most strongly
been disappointed in a service or performed was explained effectively or with customer satisfaction, loyalty and
product, and because of the number of inquire about the condition of the waiting engagement. In as little as three months,
choices out there, you just never went area and restroom. you’ll have reliable statistics that will help
back. This program gives customers Customers complete customer- you improve your business.
a non-confrontational way to express experience scoreboards that are not only “Across the board, from real-world,
themselves. The result is honest feedback quick and easy to fill out but also are very bottom-line results to user-friendliness
you can really use. revealing about their perceptions of your to pricing, Agility met the criteria I was
“With the information you receive customer service and image. looking for when evaluating customer-
from Agility Metrics, you’ll have a better Agility provides the feedback to feedback programs for our WDs, service
dealers and jobbers,” Barstow says.
Monthly pricing is as follows for
• 1–5 Locations: $79 per unit
• 6–25 Locations: $60 per unit
• 26–50 Locations: $55 per unit
• 51-Plus Locations: $35 per unit
To get started, contact:
President & CEO
Agility Metrics, Inc.
For more information on Agility
Real-world stats in real time: Agility’s easy-to-read dashboard provides E-mail: email@example.com
Metrics, visit www.agilitymetrics.com.
current responses that can easily be compared to past performance so you
can chart your progress.
car care center profile
Opportunity of a lifetime
After 35 years of experience, Marc Phillips realizes dream
as Parts Plus Car Care Center owner
Although Marc Phillips was a “It took a lifetime of experience to
natural when it came to picking up the prepare me for this.”
basics of auto repair from hanging out To differentiate his shop from
with his dad, who raced a Triumph GT6 the competition in the area, Phillips
on the weekends, he still faced quite a immediately became affiliated with
challenge when purchasing his first car the Car Care Center program to take
in the early ’70s. advantage of the national name
“In those days, if a kid wanted a car, recognition and warranty as well as the
he had to go out and buy it on his own rebate promotions, which he promotes
and fix it up,” Phillips says. “The only on his website. The rebates have been a
thing I could afford at the time was a huge hit with his customers, especially
1965 Volkswagen Bug with no motor–it in today’s economy, with many
cost me about $50…and a lot of time scheduling their work to coincide with
and effort. But from that experience, I the promotions.
figured out pretty quickly that I had a Phillips enjoys being a part of
knack for repairing cars. I never went something bigger through his Car
Life’s work: Marc Phillips has
to trade school or anything like that–I Care Center affiliation, a feeling that is
made the transition from weekend
just did it. My interest really started by exemplified during the Network’s national
mechanic to professional technician
accompanying my dad to those sports- conventions. He and his wife and business by the time they try to get caught up, it’s
to business owner.
car club races at Bryar Motorsports partner, Susan, now schedule their far more expensive than if they just made
Park, which would eventually become vacations around the gatherings. that commitment early on. I stay on top
New Hampshire International Raceway. “The networking aspect of it is of those things, continually upgrading my
It just took off from there.” amazing,” he says. “The vendor expo shop, because I see the value in staying
Over the last 35 years, Marc has gives me face time with guys you ahead of the curve not being behind it.”
made the transition from weekend normally would never get the chance While Phillips always ensures he’s
mechanic and gas-station attendant to talk to and establish communication grounded in the every day details as
in his teens to professional technician with them and exchange contact a business owner, he has his eye on
to, finally, business owner. After a brief information. I had an issue with a vendor expansion as the surrounding area
partnership with a co-owner earlier this and was speaking about it with one of should continue to grow rapidly over
decade, he left in 2007 to open Marc the engineers who was in attendance. By the next five years. Located between
Phillips Automotive Service, a three-bay, the time I got home from Nashville, I had Concord, the state capitol, and
1,600-square-foot Parts Plus Car Care an answer waiting for me in my e-mail Manchester, the largest city in New
Center in Weare, N.H. in-box. A lot of issues can be resolved Hampshire, Marc Phillips Automotive
“I’m still learning about being a when you’re able to talk to the right Service stands to benefit as highways
business owner, but I enjoy the challenge,” people, but that communication has to be improve and expand, which should
says Phillips, whose shop works on established first–the convention is such a further spark urban sprawl.
everything from commuter vehicles to great way to do that.” “We’d like to add five or six bays and
class-A tractor trailers. “I like the fact Since day one as a shop owner, eventually offer more services, such as
that everything is now my responsibility. Phillips has been committed to staying car detailing,” he says. “We’re poised for
I have people working for me instead of ahead of the technological curve, long-term growth at this location. A lot
with me, so I try to always remember that with mandatory training classes our customers already come a long way
it’s up to me to ensure that this place is and webinars, the latest diagnostic from the city because of our customer-
a success so they can get paid and take equipment and fiber-optic Internet service philosophy, which is centered on
care of their families. access at each tech service station honesty, quality and value. It all comes
Used to, if I didn’t and free Wi-Fi for customers waiting down to how you treat people.”
feel well, I wouldn’t for their vehicle to be repaired. An Part of the shop’s appeal may also
come into work. increasing number of customers be its family atmosphere. When she’s not
Nowadays, unless utilize the shop’s website to make focusing on her full-time career, Susan
I’m dying, I’m here. appointments and communicate with can be found working in the office, while
A lot of people are the shop online, including several the couple’s daughters, Amanda and Lisa,
counting me. estimate requests. work part time when not away at college.
“You’re either going to stay up to date And then there’s Chloe, the shop dog,
in this business and embrace technology who’s on duty nearly every day.
or you’re going to fall behind really quick,” “I suspect that half the time people
he explains. “I’ve seen too many guys who aren’t here to see us or get their car
Chloe is the
won’t make the initial investment; later, serviced–they’re here to see the dog.”
Page 24 Network Magazine, Volume 5, Issue 3 2010
Class act NEW PARTS PLUS CAR CARE CENTERS
ACI Parts Warehousing
Network president receives Automotive Edmore Parts Plus Service, Edmore, Mich.
G & E Auto Service, Perry, Mich.
Aftermarket Management Education Award Mason County Auto & Service, Scottsville, Mich.
Network President Mike
Russ & Rons Auto Service, Grand Rapids, Mich.
Lambert received Northwood
Tuffy Auto Service - Grand Rapids, Grand Rapids, Mich.
US12 Auto Repair, Coldwater, Mich.
Automotive Supply Associates
Education Award at a luncheon
Hill Group of VT, East Hardwick, Vt.
at the Venetian Hotel in Las Vegas
during November’s Automotive
G & S Auto, Brooklyn. N.Y.
Aftermarket Products Expo Show
Car Parts Warehouse
Alexander’s Diagnostic, Austin Town, Ohio
Lambert was one of seven
Frank Edwards Company
business leaders to receive the
Natural Solutions LLC, Lindon, Utah
prestigious annual award, which
Lowe Automotive Warehouse
honors those in the industry who
A-Auto & Truck Care, Alsip, Ill.
have made noteworthy contributions to education, both within and outside
D & J Auto Service, Inc., Festus, Mo.
Gary’s D’s Auto Repair, Pevely, Mo.
“There has never been a time when their contributions have meant more
Kingston Automotive Service, St. Louis, Mo.
Lindy’s Automotive, St. Louis, Mo.
to their communities than they do today,” said Keith A. Pretty, president
Morganford Auto Care LLC, St. Louis, Mo.
and CEO of Northwood University. “These leaders have made outstanding
Schaper Auto Repair, Festus, Mo.
sacrifices of time and resources. We are proud of all the Education Award
Scott’s Garage Inc., Alsip, Ill.
winners and commend them for their leadership.”
Monroe Motor Products Corp.
For years, Lambert has been an advocate for providing financial
Vesa’s Automotive, Rochester, N.Y.
assistance to students looking to enter the aftermarket. With the help of the
Webster’s Garage, Moravia, N.Y.
association’s manufacturer partners, the Network and its members have
Pacific Automotive Company
awarded thousands of dollars in scholarship aid to trade-school students
Bay Motor Works, San Francisco, Calif.
aspiring to have a career as an automotive technician.
Bob’s Auto Service, San Francisco, Calif.
“Education and training have long been the cornerstones of this
Willy’s Auto Repair, San Francisco, Calif.
profession,” Lambert says. “The Network and our vendor partners remain
committed to helping students and cultivating their interest in the
Arbutus Automotive, Baltimore, Md.
aftermarket. It’s an investment in their future–and ours.”
Automotive Solutions, Pemberton, N.J.
DeAngelis Auto Repair, Bellmawr, N.J.
After Hurricane Katrina ravaged the Lower Ninth Ward of New Orleans
and surrounding areas in 2005, Lambert helped support the relocation of
The Parts House
Ed Larcom’s Garage, Tampa, Fla.
Holy Cross High School, his alma mater, from its former flooded home of 150
Kelley Automotive, Hallandale, Fla.
years to a new location in the Lakefront district.
Miami Sol Auto Repair Center, Hialeah Gardens, Fla.
“New Orleans has helped define my life experiences as well as my outlook
on the world and the aftermarket,” he says. “My hometown has lost so much
Auto Doctors of Arizona, Prescott Valley, Ariz.
in recent years. Education represents hope for a better future–they can’t
Network Automotive - Rittenhouse, Queen Creek, Ariz.
afford to lose that, too.”
United Automotive Supply
With campuses in Florida, Michigan and Texas, Northwood University
Complete Auto Pros, Sterling Heights, Mich.
is the only learning institution that offers a bachelor’s degree in Automotive
Crank-N-Go Automotive, Jackson, Mich.
Aftermarket Management. Northwood’s mission is to develop critical thinking
West Springfield Auto Parts
skills, personal effectiveness, and the importance of ethics, individual freedom
Auto & Truck, Framingham, Mass.
and responsibility for those individuals pursuing a career in the aftermarket.
Framingham Auto Service, Framingham, Mass.
W M Automotive Warehouse
Cole’s Auto & Transmission Repair, Arlington, Texas
Junior’s Auto Care Center, Ft. Worth, Texas
In Memory NEW PARTS PLUS AUTOSTORES
ACI Parts Warehousing
Edmore Parts Plus, Edmore, Mich.
It is with sadness to inform our Network family that
Lowe Automotive Warehouse
Randy Pittman, Vice President of Operations for W M Jefferson County Auto Parts, Arnold, Mo.
Automotive Warehouse, passed away in late July after an South County Auto Parts, St. Louis, Mo.
ongoing battle with cancer. Pevely Plaza Auto Parts, Pevely, Mo.
South Town Auto Parts, St. Louis, Mo.
Randy was the son-in-law to Wilson McMillion, being
married to his daughter Teri Pittman. Randy will be sorely W M Automotive Warehouse
A+ Auto & Farm Supply, Munday, Texas
missed by the family and the entire staff at W M. The
Network wishes to offer our condolences to the family. Quality Automotive
Brandywine Auto Parts, Brandywine, Md.
Walk the talk Network Jobber
Improve the green footprint of your business Advisory Council
Safety-Kleen’s free site assessment can help Automotive Distribution Network
affiliates chart a path toward improved environmental compliance
Tim Stone (Chairman)
Chances are, the pace of your day-to-day business as an Automotive
Distribution Network affiliate leaves little
3300 E. Michigan
time to delve into the nitty-gritty details of
Jackson, Mich. 49202
your environmental compliance. Still, you
recognize that state and local regulations
for storing and disposing of hazardous
chemicals are a real concern for your
JS Auto Supply
business. But where do you start when it
1215 East Second St.
comes to knowing where you stand? The
Jamestown, N.Y. 14701
good news is you don’t have to go it alone.
Network WDs, jobbers and service dealers
can turn to an industry leader to provide a
free, no-obligation site assessment. Simply
make an appointment with a Safety-Kleen
Clark’s Parts Plus
professional and you’ll get a clear picture of
1010 S. Mail
your facility’s strengths and weaknesses–
Moab, Utah 84532
and how to improve–when it comes to environmental compliance. And you don’t
need to be using Safety-Kleen equipment to take advantage of the assessment.
During the walkthrough, Safety-Kleen will look at specific processes and
Sanel Auto Parts
Step by step
workplace conditions that could impact employee and customer safety, including:
11 Cram Ave.
• ow are you storing and managing used chemicals such as used oil, thinner
Pittsfield, N.H. 03263
• Where are you disposing of used cleaning solvents and other hazardous fluids?
• o you have the appropriate regulatory paperwork and documentation on the
Bryan’s Auto Parts
• re you following industry-best practices for disposing of used oil, waste gas,
925 East Main
fluorescent lamps/CFL, electronic components and aerosol cans?
Eastland, Texas 76448
After Safety-Kleen completes the walkthrough, they will prepare an overview
of the areas where your business can improve. The site assessment of your
facility ultimately serves as a road map for tighter environmental compliance
and enhanced workplace safety. Unlike many competitors, Safety-Kleen also
Madisonville Auto Parts
offers greater peace of mind by offering members a Certificate of Assurance and
610 East Main
Indemnification once the waste leaves your facility.
Madisonville, Texas 77864
For more information on how Safety-Kleen’s free site assessment can help your
business, visit www.Safety-Kleen.com and click the “Locations” tab, or call
800-755-5705. Both options allow you to enter your ZIP code, so you’ll be directed
Snavely & Dosch
to the Safety-Kleen branch that services your area.
18 Railroad Ave.
Shiremanstown, Pa. 17011
• ollects more than 200 million gallons of used oil annually and recycles
approximately 70 percent into base oils, lubricants and asphalt extender
products for reuse.
Mike Mudjer – Chairman Emeritus
Alko Parts Plus
• ollects more than 90 million gallons of containerized waste annually and
recycles approximately 80 percent for reuse.
• ollects and recycles 14 million gallons of cleaning solvent annually and
recycles approximately 95 percent for reuse.
• fficial environmental services provider for NASCAR, NHRA and Indy Racing
League, serving more than 145 professional automotive race teams and 65
3085 Fountainside Drive, Suite 210
racetracks across North America.
Germantown, Tenn. 38138
• Service provider to more than 430 of the Fortune 500 companies.
(800) 727-8112, ext. 114
Fax (901) 682-9098
Page 26 Network Magazine, Volume 5, Issue 3 2010
King-sized benefits for your business Network Service Dealer
Network forms strategic partnership with Advisory Council
Royal Business Forms Jerry Carpenter
When it comes to effectively
NETWORK PARTNERSHIP CREATES
Liskey’s Auto & Truck
running and promoting a business
119 S. Larch St. CREATES
nowadays, most Network
Strategic alliance with industry leader will
MEMBER(517) Mich. 48912
affiliates would welcome more
benefit business needs
savings, resources and support.
with trade cut sheets, letterhead and envelope alliance with industry
Strategic Fax (517) 484-6708 leader will
The marketplace is one like we
associations imprinting and POS invoice
throughout the construction. business needs
have never seen before, so being a business wide variety of custom and stock below for easy access instructions
United States Taking advantage of these
proactive, alert and open to new
and carries a savings is simple. See the chart
When it comes to effectively
opportunities are more important is one
running and promoting products designed to match to Royal’s user-friendly online with trade cut sheets, letterhead and envelope
proprietary and popular software ordering system. If you do not see
these days, most would welcome
associations Jakes Automotive and POS invoice
more savings, resources and packages, including J-CON, a stock product that meets your imprinting
throughout the Triangle Drive
Now, through a unique arrangement between the Network and Royal Business
support. The marketplace Autopoint and Triad. needs, you can contact Royal for
like we have never seen before and Royal, founded in 1959, pricing on custom forms.
Taking advantage of these
United States Heights, Mich. 48314
Forms, your business can purchase printed and promotional materials direct from of custom and stock (586) 726-4961 easy access instructions
being proactive, alert and open has a sophisticated nationwide Contact Royal Business Forms Sterling
to new opportunities is key to distribution channel to all 50 states with questions at 800.255.9303, and carries a savings is simple. See the chart
the manufacturer at a significant savings over retail pricing. a competitive edge has never
success. and includes a professionally firstname.lastname@example.org or online at (586) 726-6900
When it management
monitored formscomes to effectively wide variety below for
Through its Network partnership, Royal Business Forms offers forms,
Now, through a unique
arrangement with the Network, program with multiple ship
running and promoting a business efficiency and gaining
Business products designed to match Fax to Royal’s user-friendly online
envelopes and other business supply essentials at competitive prices. Founded in and Triad.
printed and promotional materials points located in California,
these days, most and Texas. welcome important than now. and popular software
ordering system. If you do not see
can be purchased direct from Georgia, Pennsylvania would been more
1959, Royal is renowned for their relationships with trade associations throughout founded in 1959,
the manufacturer at a significant more savings, resources and
Operations are based out of Sometimes capitalizing on small including J-CON,
packages, a stock product that meets your
the United States, carrying a wide variety of custom and stock products designed
savings over retail pricing. Arlington, Texas. decisions can help make a great
The Network has partnered support. Theforms, continuous isimpact.
Snap-A-Part marketplace one Autopoint Leutz
Frank needs, you can contact Royal for
to match proprietary and popular software packages, including J-CON, Autopoint channel to all 50 states
with Royal Business Forms like we have never seen before and
checks and forms, tags and labels The Network continues to Royal, pricing on
Desert Car Care custom forms.
to offer forms, envelopes and and business cards are just a few strive for partnerships like these
and Triad. With a sophisticated nationwide distribution channel to all 50 states,
other business supply essentials
being proactive, alert and open direction that willa sophisticated nationwide
examples of Royal’s offering. and a Contact
2341 S. Val Vista Royal Business Forms
Specialties include laser cut is
to new opportunitiessheetkey to benefit members in a trying
to distribution with questions at 800.255.9303,
Royal offers a
at competitive prices. Royal is
renowned for their relationships shells, stock forms and short run marketplace. Gilbert, Ariz. 85296
success. and includes a professionally email@example.com or online at
Now, through a unique monitored forms management (480) 855-8300 www.royalbf.com.
arrangement with the Network, program with multiple ship firstname.lastname@example.org
Business efficiency and gaining
Ordering Forms and Supplies is Simple!points located in California,
printed and promotional materials a competitive edge has never
can be purchased direct from Sue been
Georgia, Pennsylvania and Texas. Martinmore important than now.
1 2 3
the manufacturer at a significant Operations are based outWillow StreetSometimes capitalizing on small
of Tire & Auto
savings over retail pricing. Arlington, Texas. decisions can help make a great
326 Beaver Valley Pike
The Network has partnered
Royal Forms Snap-A-Part forms, continuous impact.
checks and forms, tags and labels Street, Pa. 17584
with Royal Business Forms The Network continues to
to offer forms, envelopes and and business cards are just a few (717) 464-4633 partnerships like these
other business supply essentials Fax
examples of Royal’s offering. (717) 464-4967 and a direction that will continue
at competitive prices. Royal New users can quicklySpecialties include laser cut sheet
is to benefit
email@example.com members in a trying
Go to www.partsplus.com. After logging into the Parts Plus register on
renowned for their relationships for immediateshells, stock forms and short run marketplace.
site, click on “Royal Forms” at Royal’s site while existing users can
Operating out of Arlington, Texas, Royal also offers Snap-A-Part forms,
the bottom. sign on access.
continuous checks and forms, tags and labels and business cards. Specialties
Wes Ward Auto Repair
include laser-cut sheet shells, stock forms and short-run cut sheets, letterhead and Ordering Forms and Supplies is Simple! 1193 Portland Street
envelope imprinting and POS invoice construction.
St. Johnsbury, Vt. 05819
If you do not see a stock product that meets your needs, you can contact Royal
for pricing on custom forms at 800.255.9303 or firstname.lastname@example.org, or visit them
1 2 3
online at www.royalbf.com.
Fax (802) 751-8694
Business efficiency and gaining a competitive edge are vital in today’s market.
Sometimes capitalizing on small decisions can make a great impact in your operation.
This working relationship with Royal reflects the Network commitment to form
Jim Bastone – Chairman Emeritus
Royal Forms Bastone Auto Service
business partnerships that will benefit our WDs, jobbers and service dealers in
today’s challenging marketplace.
235 ½ Carron Street
Pittsburgh, Pa. 15206
Fax (412) 362-7499
In the last issue of Network Magazine, we inadvertently listed the new the bottom.
Go to www.partsplus.com. After logging into the Parts Plus New users can
email@example.com quickly register on
Smyth Automotive Car Care Centers under the wrong member. We apologize to
site, click on “Royal Forms” at Royal’s site while existing users can
Smyth Automotive and to those Car Care Centers listed below.
sign on for immediate access.
Gil Gunn – Staff Liaison
3085 Fountainside Dr., Ste. 210
Smyth Automotive Parts Plus Germantown, Tenn. 38138
Jeremiah’s Automotive, Heath, Ohio (901) 692-9755 Direct
Lang Auto Repair, Cincinnati, Ohio Fax (901) 682-9098
Muennich Motors Inc., Mason, Ohio (800) 727-8112 ext. 111
Smith’s Automotive, Dayton, Ohio firstname.lastname@example.org
Zugg & Sons Repair, Fayetteville, Ohio
3085 Fountainside Drive, Suite 210
Germantown, TN 38138
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