Williams, Larry (18)
Larry Williams is an innovative, award winning parts manager who has been managing profitable parts departments for over 30 years. He recognizes the importance of OEM parts management to collision repairers and now works as a consultant to the industry. He can be reached for consultation at
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Downtown Motors of LA—Where Customers are Familiy
Written by Larry WilliamsThis month’s Autobody News distinctive dealership is Downtown Motors of L A. The parts manager is Jorge Valladares, and they provide parts for Porsche, Volkswagen, and Audi for the greater Los Angeles area. I spoke with Jorge recently, and found once again, the qualities that make a successful wholesale parts leader.
To view a pdf file of this article with photos, click HERE.
His dealership is a solid, dependable establishment, a fixture in Los Angeles since the 1960’s. A loyal customer base has always permitted this dealer to prosper, even in hard times. The people who work here are as dependable as the dealership, always available for the needs of their customers. Jorge started as a parts driver here, about twenty-five years ago. He now has been manager for over fifteen years. That seems to be a feature of all our best dealerships, leadership with a career, not just a job.
Allan Vigil Ford: Huge Inventory Alone Is Not Key to Success
Written by Larry WilliamsThis month’s Autobody News’ featured dealership is Allan Vigil Ford in Morrow, GA. This locally-owned dealer has been in business for almost 30 years. The parts manager is Rusty Stewart and his parts department is one of the top Ford wholesalers in the nation. This is also one of the largest Ford parts departments in the nation, currently number 22 in sales, and on the rise. Rusty told me that they are the top power-train parts dealer in the area. Over $3 million dollars in inventory in a 60,000-square-foot warehouse assures his customers their orders will be filled the same day. Rusty knows that inventory alone cannot make a quality dealer, and backs up this impressive operation with the best personnel available. His parts department is staffed with 37 of the best people he can find.
To view a pdf file of this article with photos, click HERE.
This month’s distinctive dealer is Henderson Chevrolet, in Henderson, Nevada. I’m sure all of you know Las Vegas. Henderson is southwest of the strip, and so close you can’t tell the two cities apart. Henderson led the nation in new home builds for years, and then the real estate bubble burst. The construction industry had been driving the economic expansion of the area, and when that went away, the effects were catastrophic.
The parts manager, Pete Zachrison, estimates that 40% of his customers were forced to close their doors. The remainder held on by only a narrow margin. Pete knew their survival depended on efficient repair operations, and that his parts were a critical piece of their business. Pete decided to help his customers in the best way he could, with the quickest service possible. Pete set up a standard of shipping an order within one hour of the customer’s call.
To read or download this article as a PDF with photos click HERE
Maxon Hyundai-Mazda: Father-to-Son Dealership Serves NJ and NY
Written by Larry WilliamsMaxon Hyundai-Mazda of Union, New Jersey is this month’s recommended wholesale dealer. This dealer services all of New Jersey, and parts of New York as well. This is another family store, a father-to-son dealership for over 60 years. A million dollar inventory provides same day service for most orders, and next day ordering is of course standard procedure. Open Monday through Friday, from 8 to 6 and Saturday from 8 to 5.
To view a PDF of this article please click HERE.
All of us in the automotive industry have been aware of the constant improvements in the products, by every manufacturer. Warranty repairs have steadily decreased, scheduled maintenance has been reduced, and as a result, customer retail and wholesale business has gotten more important.
I talked to Rick Weber, the parts director, and was very impressed with his positive attitude. An experienced professional, this man knows the value of customer relationships, and wants your business.
Jerry Ulm Dodge Chrysler Jeep, a Truly Distinctive Florida Dealer
Written by Larry WilliamsWhen I think of a manufacturer who has had hard times over and over, and has still survived, the first name on my list is Chrysler. Of course we know that Chrysler is back from the brink. I would expect these dealers to be hardened, efficient and frugal, but I wasn’t expecting to be surprised.
To view a PDF of this article please click HERE.
However, I was very pleasantly surprised to encounter Jerry Ulm Dodge Chrysler Jeep of Tampa, Florida. This dealer is not only a survivor; they are the largest auto parts wholesaler I have ever interviewed.
This is a long term family operation, with roots deep in the community. Jerry Ulm is the son of the original owner, and knows parts and service as well as sales. Rob Brenneke, the fixed operations manager, has been there for fifteen years. Their dealership philosophy is total service to their customers, and the service department will work on any vehicles their customers own. This dealer has earned the Chrysler Dealer of the Year award twice; and probably will again.
This parts department services its customers to the tune of about a hundred thousand dollars in business every day! This is a major operation, requiring forty-five employees in two buildings, and two managers. Their level of volume requires eighteen drivers, six days a week. But that’s not all; they also use an outside delivery service to take parts to their customers—not just in Florida, but also in Georgia, Alabama, and South Carolina.
South Motors Automotive Group—Anything But Apathetic
Written by Larry WilliamsThis month’s distinctive dealer is South Motors Automotive Group in Miami, Florida. This dealer services Honda, BMW, VW, Suzuki, Mazda, Mini, and Infiniti. Parts manager Mike Franceschi contacted me after reading my article on “Apathy, the Real Opponent in the Wholesale Business.”
To view a PDF of this article please click HERE.
For a link to the article see the last paragraph or just go to autobodynews.com and search ‘apathy’ What I wrote in that article was:
“Now is the time to be positive. Shake off that dull, negative attitude. Aggressive solicitation of new customers will pay off for those dealers that move now. Take some time and visit your best customers. Congratulate them for their tenacity and tell them you will be with them for the good times ahead. Partners who survive hard times always find their bonds stronger. Keep an eye out for customer opportunities that you may have overlooked. Be ready to serve the new customers that will be calling you.
“There is another major negative assumption to overcome. Several parts managers have told me of their loss of interest in the wholesale market. The main reason for this is the lack of profit. It seems that there is constant pressure to reduce costs, starting at the corporate level. I am talking about the insurance companies that cover most of today’s repair costs. In a never-ending search for investor earnings, quality, care, workmanship, and pride are considered to be unnecessary. The only thing that matters to these corporations is their bottom line. They constantly push the repair shop to reduce the cost of the repairs. The shops cannot reduce their labor cost any lower; employees are already at the poverty level. The only place to cut is the cost of materials. The solution for some shops is the use of cheaper parts. These shops adopt the practices of the corporations, and consider only the cost of materials. Save a dollar, no matter what method you use.
“We need to fight back! Quality in both parts and service needs to be worth more than a 5% discount. For example, sheet metal has been a center of concern for several years. Cheap replacement imported metal has found customers, at the cost of quality. Numerous organizations have come out to support the use of original parts only. We all agree on the value of quality in this area. How about the rest of the operation? How about quality of service?
“I have never advocated sacrificing service and quality for cost. I believe if you pay less, you get less. There is a minimum everyone must pay for quality service. The competition should be for better service, not cheaper prices. I believe that servicing the wholesale market is still a rewarding job. Our final goal, happy customers, is a worthy goal and customer satisfaction brings us our own happiness.”
Stockton Honda in Sandy, Utah, Cultivates Long Term Relationships
Written by Larry WilliamsThis month I want to single out Stockton 12 Honda, in Sandy, Utah. Owned by former basketball star John Stockton, this dealership is located just a short drive south of Salt Lake City. Their web site is stockton12honda.com.
To view a PDF of this article please click HERE.
Since 1998 this dealer has serviced its customers with pride, and a dedication to quality. Quality in all ways, which is best demonstrated by its parts department, led by “Peg” Ellenberger.
Peg started her automotive career in 1985, moving to Stockton 12 Honda in 2001. She brought a following of loyal customers with her, customers who knew she cared about them. This dedication to quality service has led to continuous growth, and her customers now supply over half of the parts department’s business.
Peg and I share the same opinion, dealers who cultivate long term relationships will always succeed. Those short sighted opportunists, who always rely on the next customer, will almost always fail. The past five years have shown the truth of this opinion. Dealers who were out for the “quick buck” have vanished from the scene, leaving only the best to continue in business.
Her secrets of success are simple: Don’t let your customer wait for a needed part; freight is not an issue; correct your mistakes immediately; value your customer’s business; and always put yourself into your customer’s shoes; always maintain a positive attitude, and don’t let the “problems” get you down; create long-term relationships; work smoothly together to repair cars as quickly as possible; work as friends, not strangers; and make someone else smile!
Southeast Toyota Distributors (SET) Embraces Industry Changes to Help Dealers Stay Competitive
Written by Larry WilliamsThis month’s article is about changes—changes which I believe are for the better. One change I want to talk about is in inventory management. In the 1970s, automotive dealers needed to be warehouses. Stock orders came weekly; or even monthly. Special orders took three days, unless you paid extra for the overnight surcharge. If a dealer wanted to have good Customer Satisfaction scores, he did his best to always have the needed part on hand. This dumped the responsibility of customer service on the dealer’s parts department. They needed to carry, on the shelf, massive inventories of 5,000 numbers, or more. Manufacturers promoted this system, and the belief that large inventories promoted better scores. Of course, dealers absorbed the cost of these slow moving inventories; in the never ending search for better customer satisfaction scores.
To view a PDF of this article please click HERE.
There is a better way.
Today’s inventory management is completely different, and much improved. Yes, it is great to have all the parts “on hand,” but isn’t next-day good enough? Does the difference justify the added investment? Manufacturers now have daily stock orders as routine, eliminating the need for a warehouse system. The manufacturer has assumed the responsibility of customer satisfaction. Almost any part which is needed can be obtained the next day. This has leveled the playing field between large and small dealers. Now, they can both deliver fast service, and get great customer satisfaction scores!
A Relatively Young Audi Dealership Makes Quality Pay Off
Written by Larry WilliamsThe newest member of the Autobody News Distinctive Dealerships Group is Audi-Mission Viejo in Southern California. A relatively new dealer, only seven years old, Audi-Mission Viejo has managed to thrive by always putting quality first.
To view a PDF of this article please click HERE.
Quality is in all areas of the parts department. Justin Stinnett is a parts director who knows how to make quality pay off. Justin began only two years ago, with a bloated inventory and untrained personnel. He needed all of his twenty years experience to change that. Since then, there has been a steady rise to the top and is one of the best Audi parts departments in the region. His secret has been to insist on quality. Quality means the newest and best available technology for his department, and the best employees he can find.
Justin’s investments in technology include state-of-the-art inventory control, and a simple and easy internet order system. Audimv.com is a good example of how to set up a simple online parts link. A well organized department holds over a half-million dollar inventory, and a modern communications system completes the basics.
Justin has four quality countermen, led by Armando with twenty years experience, then Henry and Robin with eight years, and Mario with six. A bilingual crew works well in the southern California market, language issues are no problem. This team works together with common goals, to keep their department the best in the region. Their efforts have been rewarded, their wholesale business has tripled!
Customer service is the standard here, promises are kept, and orders are always completely filled. Such service creates the friendships and loyalty so necessary to success in these times.
What Happens When OEMs Really Support Body Shops
Written by Larry WilliamsI have written about two dealerships recently, the Lasher Auto Group, and Acura of Westchester, and their common ground to success. They both have a positive attitude. They take pride in their work, and enjoy taking good care of their customers. They deliver their service along with the parts. Their customers know that their business is valued, and become loyal partners of the dealership. Everyone is making money and staying happy!
To view a PDF of this article please click HERE.
This commitment to customer service would be impossible, however, without support from the manufacturer. In this case the manufacturer is Honda/Acura, and the support is awesome. Once there was a time when manufacturer’s parts reps considered the dealers as their customers; looking no further for more business. But times have changed. Now, Honda/Acura has a division, with fourteen field representatives, actively helping their dealers service their collision customers.
American Honda’s Collision Select Program is a wholesale support initiative, available to both Honda and Acura dealers, and supported by OEConnection’s CollisionLink product, which is OEConnection’s online parts procurement and management tool. CollisionLink is supported by GM, Ford, Chrysler, Nissan, Toyota, Infiniti, Lexus, Honda and Acura parts orders. Some of the major benefits of CollisionLink are:
