The Midwestern Dealer Perspective

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DIVE INTO THIS YEAR’S RESULTS

How long have you been in the industry, and what is the biggest change during that time?

Total time in industry is 30 years, total years with Kia Motors is 25 at the end of the year.

I have been in the industry for over 40 years. The biggest change has been going from paper catalogs, which required an ability to interpret the data, to electronic catalogs with VIN-specific information. This change represents increased accuracy and less time for our customers from order to delivery. Manufacturers have also stepped up their game with faster warehouse-to-dealer availability.

I have 38 years of experience in the automotive industry, starting as a technician, then in sales, Service Manager, and finally Parts Manager. In my 32 years as Parts Manager, we have seen many changes, including better computer systems, faster, more reliable delivery, and automatic inventory replenishment. The biggest change for both our dealership and our customers is the highly accessible online ordering systems that make finding and ordering the correct parts more convenient and reliable.

Why

do you believe collision repair customers consider you a leading wholesale parts dealer?

Van Reese: Biggest changes- the cycle time requirements and keeping up with electronic order platforms.

Price: For us, this is partly due to belonging to a large group of dealers with nearly all brands available through our extensive delivery network and partly due to minding the fundamentals. Answering phone and electronic orders as quickly as possible and having the right parts in stock will quickly earn customer loyalty in this business.

Neuner: We are very pleased to receive the FenderBender Reader’s Choice Award for the second year in a row. This meaningful recognition of our team's dedication to "Finding Solutions, not Roadblocks" is indicative of our commitment to serving our customers to the best of our ability.

Van Reese: Reason for being considered a wholesale parts leader is our commitment to the customer, having the inventory investment available for quicker cycle times and multiple vans available for delivery and other resources for out of state delivery. Consistent parts delivery and order response. Always reevaluating current order and receipt of order process, adding further support as necessary.

Price: Our delivery process needs to be consistent to instill and maintain the confidence of our customers. I am always looking at how we are advertising and marketing to grow our customer base. What you do needs to be based on measurable results, not just your best guess as to what customers will respond to.

Neuner: The key to maintaining our level of success is our consistent, committed team that strives to provide the best customer experience possible. We regularly re-evaluate our delivery routes, times, and strategies for best meeting our customers’ needs and assessing our competition to provide the best pricing options available.

What changes do you see in the next five years for the industry?

Van Reese: Longer vehicle life, people keeping them longer and needing more parts, just due to price of the investment in their cars.

Price: It looks like there will be more shops either owned by or aligned with large regional or national companies. These companies will be determining where these local shops purchase their repair parts based on a number of factors, possibly including group pricing agreements and a given dealer group’s geographic reach. Now is the time for us as suppliers to have reliable service, fair pricing, and consistent delivery processes in place to be considered future business partners.

Neuner: The automotive industry has historically been a leader in technological advancements, and the next five years will prove its prowess with innovations in automation, connectivity, and EV tech. The automotive repair industry, currently an approximately $50 billion industry, is expected to grow to over $80 billion by 2027. Repair shops and technicians will need to meet that need with additional "Certified" training and equipment. We are already starting to see OEM’s restricting parts availability and taking other steps to ensure repair shops and technicians are certified in utilizing updated materials and systems to maintain safety standards for both customers and employees.