21

NIA HUGHES COMMUNICATIONS SPECIALIST, CUSTOMER SATISFACTION

AUTOZONE GOES INTO OVERDRIVE WITH NEW RETAIL ACCELERATION INITIATIVE

AutoZone’s success depends on AutoZoners everywhere. If we want to increase sales growth and engage with customers in innovative ways, the weight cannot fall solely on our Store AutoZoners. We must work together to evolve our business to meet customer needs.

At the virtual National Sales Meeting in September 2020, Chairman, President and CEO, Bill Rhodes, shared highlights about how we as a company are seeking to better cater to the needs of our customers through seamless shopping experiences, a robust assortment of products and passing savings on to our customers where possible. Recently implemented technology improvements, including a new touchscreen Point-of-Sale (POS) system and a fully reimagined AutoZone website are among the latest innovations in our continued goal to provide WOW! Customer Service.

Technology is key part of our efforts, because that is where the customer experience usually begins - online. The ability to engage the do-it-yourselfer (DIYer) ‘end to end’ from online search to post-transaction is paramount to success. Achieving these goals is a team effort. Together the Store Operations, Merchandising, Information Technology and E-Commerce teams bring their unique insights and experience to the table to continually improve customers’ experiences.

COVID-19 has altered the way retailers interact with customers. This new retail environment has impacted buying behaviors and could potentially continue impacting behaviors well into the future. For this reason, AutoZone continues to look for new opportunities to provide our customers with the right parts at the right price, when and where they need them. Be on the lookout for more exciting enhancements in the weeks, months and years to come, as we continue to evolve with our customers’ shopping needs.

Customers Always Write

Store #4062 in Glenwood Spring, CO, Denver Region “Great service, big help and such compassionate people! Tonight, my mother had issues with her Jeep, so we came to AutoZone, where Randi and Mark were willing to help in any way they could! We almost called a tow truck to pick up the vehicle, but Randi and Mark persisted until they could get the Jeep started. My mother is so grateful and overwhelmed with how kind and helpful they were to a complete stranger. Thank you so much for your excellent service. Thank you for being ‘the good’ in this world. We need more people like you. God bless you always.”

Store #6108 in Fairbanks, AK, Seattle Region “It took me a few trips, but the guys at AutoZone helped me diagnose and repair the damage I did while trying to fix my truck. I was given the wrong part a few times, but they always accepted my returns without question or comment. They also recommended products relevant to the work I was doing. On the other hand, a competing automotive store overcharged me, refused to take back an incorrect part, and didn’t tell me there were two different ways to install it, which, if done incorrectly, could break the part. Long story short, go with AutoZone.”

Store #3342 in Fresno, CA, Central California Region “I have a 2014 BMW, and for that reason, no one wanted to touch my car. I went to a competitor for a new battery, and although they had the part, they would not install it for me. I decided to change the battery myself, so I went to AutoZone, told them which battery I needed, and the Loan-A-Tool® required for the job. Right on the spot, Aaron told me he could help me change it in the parking lot. What a highlight this was for me! All it took was a simple battery swap, the correct tool and five minutes to get the job done! Thank you, Aaron, someone who knows what he’s doing and helped without hesitation.”

Store #834 in Castle Rock, CO, Denver Region “I went into the AutoZone store at 313 Wilcox in Castle Rock, CO, to get a free check engine light service. I was in and out in five minutes! Nick treated me like I owned the company! He explained what the problem was in detail and that he could have the $30 part for me by the next day. He gave me a printed report for the mechanic and didn’t pressure me to buy anything. Superb! I am definitely coming back and giving them all my business for our three vehicles.”

Store #6124 in Lawrenceville, GA, Atlanta Region “I’ve shopped at this location twice since it opened. Nicole helped me during my recent visit. I had called ahead to get pricing and availability for brake pads, and she was so kind to hold the parts behind the counter so I could quickly run in and pay for them. While in the store, I also asked about wiper blades. Instead of pointing me in the direction, Nicole identified the correct blade size for my vehicle and then found them on the shelf. She also asked if I needed windshield fluid. Nicole patiently explained the brake pads’ warranty, and this happened all before 8:30 a.m., typically when people are least likely to want to talk to other people. Overall, I’ve had nothing but good experiences at this new location.”

Store #5515 in Napa, CA, Portland Region “I recently visited this AutoZone to buy a pair of brake lights, and Luis warmly greeted me as I walked through the door. After he confirmed the correct type of brake lights for my car, Luis provided me with useful information on LED lights versus regular lights.

“I soon realized that all the auto shops in Napa were closed for the day and decided to ask Luis if he could help me install the brake lights. Fortunately, he agreed to assist me after taking care of the customers waiting in the checkout line.

“I don’t know much about cars, but I learned a lot about brake lights by talking to Luis, while he patiently replaced the bulbs. He was almost finished with the job when he was called back into the store, so Umer, the store manager, skillfully completed my bulb replacement.

“Thank you, Luis and Umer, for going out of your way to help me! AutoZone has never failed me with their customer service, and I recommend them to anyone who needs auto parts and could use a bit of candid advice about their car.”

Store #3089 in Bloomington, MN, Minneapolis Region “Scott provided excellent customer service when he patiently listened and identified the issue with my vehicle. He quickly ordered the part and personally followed up by phone when it arrived at the store. Scott even walked out to my car and showed me how to use a specific tool. I would give him two thumbs up, because he has a kind heart and cares about customers. Scott should be ‘Employee of the Month’ at the Bloomington, MN, location.”

Store #3788 in Lincoln, NE, Minneapolis Region “Last week my parents and I traveled three hours to Lincoln, NE, so that my father could have open-heart surgery. While we were there, the battery light in our van came on. Under normal circumstances, my father takes care of all the vehicle maintenance for the entire family. It would have caused him a great deal of undue stress to know that we were having a problem. I was passing by AutoZone #3788 on North 48th and stopped in for assistance. I’m glad I did because Roy was so helpful! He tested the battery and charging system, found that there was only one battery in stock, and reserved it for me so that I could return the next morning to purchase it. I can’t remember the gentleman’s name who assisted me the following day, but he was just as helpful and polite as Roy.

“Thanks to these two AutoZoners, I was able to drive my parents safely home without worry. I hope I don’t need to visit an auto parts store anytime soon, but I will definitely go to AutoZone if I do. Huge thanks to these two men for taking care of me, so that I could take care of my father so that he could get back to caring for us and our cars.”

Store #2976 in White Plains, NY, Hartford Region “This AutoZone is busy! Busy helping customers! I was staring at the oil filters on the shelf, and before I could ask for help, one of the guys told me that I could get a higher quality oil filter, the same brand, for the same price. Stunned, I told him I had already selected the oil filters for my cars, and I just wanted to “cash out.” Politely, he said, “No problem, I’ll get them for you.” My jaw dropped when I saw him grab the five different oil filters I had placed on the counter and exchange them for the higher quality versions. I literally didn’t know what to say, except thank you! He smiled and told me that these oil filters were a much better deal. I’ve only been here once, but looking back on my experience, I realized that all the store employees looked busy, speaking to customers, from the moment I walked in until the moment I left. I can’t promise you the same experience, but I can tell you customer service seems important at this location.” Store #1868 in Matamoras, PA, Allentown Region “This AutoZone helped me out in a pinch! My alternator died and killed my battery on my way through town late Friday night, minutes before the store’s closing time. The employees working that evening went above and beyond to install a new battery, instruct me on how to get to my destination without killing the new battery, and gave me information about a nearby garage that would be able to fix my alternator. Thank you!”

Store #1984 in Portage, WI, Milwaukee Region “We stopped at the Portage AutoZone at 5 p.m. to find tune-up parts for our 1965 split-window Volkswagen bus. After talking to Brandon and telling him what we needed, he sold us the parts in-stock and told us the remaining parts would arrive by 10 a.m. the next morning. I received a phone call at 10:25 a.m. the following day that our parts had arrived.

How can you ask for better service on parts for a 55-year-old German car? Thank you, Brandon and AutoZone. We will be back!”