- Parts Quality – Comebacks cost money and drive customer dissatisfaction.
- Availability – Gotta get parts quickly to turn those bays.
- Delivery – Ditto.
- Price – Net price, that is. IRFs rely on parts margins to contribute to their bottom line.
- Ease of Ordering – The knowledgeable parts counterperson is being replaced by the user-friendly online ordering system.
Thursday, February 28, 2013
The WorldPac Experience
What do customers want? We’ve spent a lot of time dissecting this subject as it pertains to service customers. We know what these customers value (“MyGuy”) and where dealers fall down. But what about wholesale customers? You know, those same pesky independent repair facilities (IRFs) that outperform dealers, at least in the minds of many service customers. Through focus groups and surveys, we know what IRFs value in a parts supplier. Hint: it is not dissimilar to what dealers expect from OEMs. The Top IRF Requirements