The Northeastern Dealer Perspective

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The Midwestern Dealer Perspective

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

Ken Vicari – Parts Manager Circle BMW

I was exposed to the automotive industry back in 1978 when my father opened an auto parts store in Lakewood, New Jersey. I was only 12 years old at the time, obviously still in grade school. I jumped at every chance I could get to be with my dad and to help him in the store, sometimes after school and any weekend I could get my mom to take me there. I learned a lot! By the time I was 17, I could hang with the big boys. I was a bonified Parts Guy! The auto parts store closed in 1984, and with the experience I gained, I was able to secure a position in a Honda Dealership. Four years later, I was running that store and haven’t looked back since. I think it is safe to say the biggest change between what I have seen in the early days to now is technology, for better or worse. And honestly, it's a little of both. It is definitely technology.

Vito Deliso - Parts Operations Director BRAM AUTO GROUP Lexus of Queens

I started as a stock person straight out of high school 45 years ago. As I grew into my role in the parts department, I did every job given to me to exceed my manager’s expectations. After three years, I was given the opportunity to run the department. We were still in the Datsun days. Technology has made a tremendous improvement to our industry. Looking back at the changes, we have gone from paper to micro-fiche to VIN-specific electronic parts applications. From ticking off parts sold on an inventory pad & sending it to our DMS every Friday afternoon to instant real-time inventory updates.

Roberto Caicedo – Parts Director Ourisman Automotive Group

I’ve been in the industry for 28 years. The biggest changes I’ve noticed are online platform ordering and insurance companies dictating pricing.

Why

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

Vicari: Well, I would like to say it’s because we are honest, we care about our customers, we give great service, and consistency with everything I named.

Deliso: I believe our collision shops and independent repair shops recognize that our staff truly have their best interests in mind. Our commitment is not only to them but to their customers, which is why they can stay in business. Communication with shops is another key factor in our success. Keeping them informed eliminates guessing and needless phone calls on their part, thus eliminating unwanted extra stress. Wholesale Parts Advisors, Stock Personnel, Shipping/Receiving, Cashiers & Drivers all play a significant role in making our BRAM Lexus of Queens Wholesale Department successful. Every team member of my staff plays a role in the day-today operation that starts at 4:30am and lights out at 6:00pm. Each one pushes, supports, and helps one another to achieve total customer satisfaction. Everyone knows their responsibility and gives 100%+.

Caicedo: Ourisman's Automotive culture is centered on the customer's experience which has resulted in long-lasting partnerships with our valued customers.

Vicari: Like I said earlier, if you expect a high level of success, you must be consistent. You set your client’s expectations with your excellent performance. Once that is done, you cannot go back. It’s expected. Things like processing order requests, returning phone calls, answering e-mails, delivering parts if that’s what’s needed with the request, must be done consistently, on time, as promised, etc. With this, sometimes adjustments must be made as the business develops. Some shops grow, some slow down, some fall off the map, and new shops open. We need to adjust every day to suit the needs of our clients. The business is fluid, and so is the competition, and the competition is everywhere, looking to eat your slice of the business.

Deliso: Overseeing the BRAM Lexus of Queens Wholesale Depot can sometimes be challenging and stressful. With an approval nod from ownership, we are constantly reviewing and adjusting our inventory levels due to backorder situations that are improving, but still exist, to meet our customers’ needs. I meet once a week with my two key people to hear what’s going on and listen to any suggestions or input that they may have. Reading and sharing some ideas from the book Relentless has also been a motivating factor in keeping everyone focused on becoming unstoppable.

Caicedo: Response time on online ordering platforms and accuracy, communication, and delivery are key to being successful.

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

Vicari: Hard to say what five years will bring, but I can say technology will advance rapidly, and this will force everyone in the industry to change. We need to stay focused and roll with the changes. I hope it will be an exciting ride.

Deliso: The next five years will bring increasing online sales and perhaps direct shipment of parts to retail customers straight from the PDCs. Finding the right personnel to staff the parts department. Technicians will also need to be more tech-savvy to deal with the ever-changing technology that the manufacturers are adding. Balancing a parts inventory between the vehicles we currently service and the incoming parts for EVs such as additional room for EV batteries, charging stations, and forklifts.

Caicedo: Due to diminishing margins on wholesale parts, you will see less dealer groups in the wholesale market.