Recognized Supplier Guide ‘18

Issue link:

Contents of this Issue


Page 14 of 172

10 THE SHOP AUGUST 2018 tomer why it's fair. Treat them well during the transaction and possibly gain a cus- tomer for life." IT'S NOT A BIG PROBLEM By proudly stocking and displaying a wide variety of components and accessories, Car Parts Machine & Engine Supply in Texas and its sister shop Speed & Engine Ware- house in Arizona have reduced the number of occurrences of customers coming in looking to use their own parts. Flipping the script somewhat, Ryan Staf- ford, VP, says businesses must take respon- sibility for conveying a professional image that assures clients all of their needs will be met, including inventory. "If you want to be taken seriously as a place that can supply customers with parts, then you have to take yourself seriously as a place that can supply them," Stafford contends. "Do you have any parts on hand to sell? Are they displayed in a manner that looks like a store? As long as you are actively working on supplying the parts, then individual instances where you fail to do so are less important in the long run." Stafford agrees that whatever approach a shop chooses to take on the BYOP issue, it should be well thought-out in advance. "It is all about shaping how this inter- action with the customer is going to go before they come in. What do you want to happen? What can you do to make that happen? Why isn't it happening?" He supports the idea of charging extra for installation of parts obtained elsewhere and agrees that shops should refuse any projects where the overall quality could be called into question—noting, however, that those situations can sometimes lead to valuable new business opportunities. "I would say refusing to do work that you know is going to turn out poorly is a good thing and is good for your shop's reputation," he says. "Often people come in with a rotating assembly they would like balanced and it is comprised of used, mis- matched or poor-quality parts. For some jobs, you and the customer are both going to be better off if you don't do them. If you can explain in a non-confrontational way why it is that what they are asking for is not advisable, then you have the opportunity to move on to a better place with them." Another recommendation is to proudly display your shop's policy. "Whatever you do, I have found that the more concrete and professional it appears, the more accepting the customer will be of it. If it is really your policy, then have it printed where they can see it." LET'S MAKE IT WORK YimiSport Tuning LLC in Valencia, Cali- fornia allows customers to bring in their own components as a gateway to selling additional tuning services. Paul Leung, general manager, says the products are usu- ally "common bolt-on performance parts that were purchased online, and some good-condition used parts." The theory is that excluding brought- from-home components would cut down on the volume of billable hours. "While we do sell and supply a good number of parts for installation, bypassing the potential labor hours from refusing to install customer-supplied parts would be a net negative for us," Leung explains. The company recognizes that its policy allows a loophole that some customers exploit. "We try to treat everyone equally, although it is certainly frustrating to have B Y O P If you can show potential customers that you are prepared to meet all of their product and service needs, there's less of a chance they'll look to obtain parts elsewhere. (Photo courtesy Car Parts Machine & Engine Supply) YimiSport Tuning LLC in Valencia, California allows customers to bring in their own compo- nents as a gateway to selling additional tuning services. (Photo courtesy

Articles in this issue

Links on this page

view archives of THE SHOP - Recognized Supplier Guide ‘18