FEATURE
What Makes a Good Parts Supplier?
Parts, parts, parts – shops can’t perform repairs without them, but they don’t show up by magic. Each facility has its own process for ordering and acquiring the vehicle components needed for each job, yet even the best developed parts procedures rely heavily on the vendor or dealer supplying the shop. Meeting cycle time expectations and other KPIs is impossible without receiving the right parts in a timely manner, and successful shops recognize that sourcing from a good parts supplier plays a vital role in their business outcomes. But what are shops actually seeking when they select a provider to work with – what makes a good parts supplier? Shop expectations vary to some extent, depending on their business model and whether they have a dedicated parts manager; however, most shop owners agree the most important factor in choosing where to source parts comes down to their relationship with the vendor and the level of customer service they receive. “I can go to any dealership for parts, but I’ve looked for those whose staff is willing to take ownership of
16 | New Jersey Automotive | August 2022
the job and ensure the shop’s needs are met,” notes Danielle Molina (Perfect Bodies Collision Center; Passaic). “Responsiveness and responsibility are huge; I’ve got an eye on which parts person is on their game, who contacts me about issues versus finding out when only half the order shows up, etc. The importance of a supplier who tries to meet and exceed my customer service expectations can’t be understated; I’ve sourced from different dealers until I found a reliable, responsible salesperson with whom I’ve been able to develop a good relationship.” Of course, any good relationship flows both ways and requires mutual respect, as Pete Kelly (821 Collision; North Haledon) points out: “We have to treat them how we want to be treated because they’re people too. When you form a relationship with the parts people who you use on a regular basis, they’ll call you to let you know about a part’s availability or if something is backordered. They keep you updated, and we need those updates so we can schedule the vehicles when the parts are expected.” “Relationships are incredibly important,” agrees Paul
