When a shop I worked at went through some tough financial times and only one vendor stuck with the owner, he never forgot it. That vendor is now his first, second, and third choice.
Start a Conversation
It’s a Porsche performance/race shop. One time we were creating a one-off, hot rod performance package and did not know the exact clutch disc and pressure plate we needed. Geometry was one issue. Our parts guy, Randy, came by on his own time with three disks and three pressure plates for us to sort through. That’s a parts partner. I think you get that kind of service when you work alongside your parts person.
When another vendor had a better price on a certain part, I gave Randy the first right of refusal whether to match it or not. I’m sure they have their guidelines for giving parts discounts, but I’ll bet they can bend them for people who treat them with respect. Heck, I even went to watch him play tennis one time. That’s a parts partner—and a friend.
Just after I was hired to be the parts manager at that Porsche shop, the owner gave me money to buy beer for the parts guys at our Porsche dealer, 15 miles away, to introduce myself and make a good connection. That parts rep and I still have a great relationship after 10 years. I know about his affinity for baseball, his former girlfriend’s son that he still mentors, his healthy eating, etc.
Use Your Manners
I recently read in an automotive forum post about a shop owner demanding a lot out of his parts vendor. If they messed up, he made them pay somehow. His arrogance was so over the top that some of the readers commented that he was doing it just to get some crazy comments.
Either way, I’m pretty much the opposite. If something doesn’t go right with a parts order, say it’s late or missed a delivery time, it was most likely out of my parts partner’s control. So yelling isn’t going do much good anyway. But at least mention it. Let them know you can deal with it. They will relax, remember it, and take care of you somewhere down the line. And when you make a mistake, they’ll probably be more inclined to cut you some slack.
Eventually you’re going to need a favor from your vendor, and if you’ve been a jerk, you may not get that favor, especially if it involves money back to your shop. And if you email your parts vendor, you may get preferential treatment, such as a reply before some of the other shops. Of course, the higher volume shops are probably at the top of the list. Speaking of emails, you get extra credit when you write “please” and “thank you” in your texts and emails.
I was at a nearby shop when a big parts order came in. The parts department employees dropped what they were doing and rushed to check in the parts. The shop owner calmly said: “Next time, finish what you’re doing. They work for us.” Ok, but there’s a fine line, so don’t abuse it.
Invest in Relationships
Get to know your parts person just like you know your customers. For example, if they say they just had lunch, ask them what they had. If it was healthy food, there’s your conversation. If they had leftovers, they’re probably married; again, there’s your conversation. You and the shop will both benefit.
It’s stressful enough at the shop as it is. Why not pull some fun from your parts interactions? It makes for a better day. And a better drive home.
About the Author
Victor Broski
Victor Broski has more than four decades of experience in the automotive repair industry. He worked at five different German car repair shops, learning something from each. As a service advisor with a degree in speech communication, he figured out how to easily get customers to say yes to the additional (DVI) work and be happy about it. Victor learned that great customer service brings great customer reviews, which brings inquiring phone calls that convert to new customers.