Tune-In FY20 Q3

Tune -In APUBLICATIONFORAUTOZONERSABOUTAUTOZONERS

FY20 Q3

J U LY 202 0

Behind the Lens Page 41

Your Customers Are Talking About You Page 14

Page 34

Safety First How we have kept ourselves and our customers safe during these uncertain times

Tune-In is available on the AutoZoners App and AutoZoners.com!

GLOSSARY

ASM CM CEO COVID-19 COVID ETO CS CSM DC DHRM DM

Assistant Store Manager Category Manager Chief Executive Officer Coronavirus COVID-19 Emergency Time Off Commercial Specialist Commercial Sales Manager Distribution Center Divisional Human Resources Manager District Manager

DVP

Divisional Vice President

EVP

Executive Vice President

GOTTChA

Go Out To The Customer’s Automobile

HR

Human Resources

LP

Loss Prevention

PSM PTO

Parts Sales Manager Paid Time Off

RCSM

Regional Commercial Sales Manager

RHRM

Regional Human Resources Manager

RM

Regional Manager

SM

Store Manager

SSC

Store Support Center

SVP

Senior Vice President

TSM

Territory Sales Manager

VDP

Vendor Direct Parts

TUNE-IN | 3

PLEDGE PLEDGE &VALUES &VALUES AutoZoners AutoZoners always always put customers put customers first!first!

We know We know our parts our parts and products. and products.

Our stores look look great!

Our stores great!

We’ve We’ve got the gotbest the best merchandise merchandise at theatright the right price.price.

An AutoZoner An AutoZoner Always...

Always...

PUTS PUTS CUSTOMERS CUSTOMERS FIRSTFIRST

Exceed Exceed your customers’ your customers’ expectations expectations by providing by providing WOW! WOW! Customer Customer ServiceService and going andthe going ExtratheMile.

Extra Understand Mile. Understand your your customers’ customers’ needs and needs solve andtheir solve problems. their problems.

Treat each Treat each customer customer as your as only your customer. only customer.

CARESCARES ABOUTABOUT PEOPLE PEOPLE

Treat people Treat with people dignity with and dignity respect. and respect.

Recognize Recognize great work great work and provide and provide frequentfrequent feedback. feedback.

Demonstrate Demonstrate concernconcern for for others and others your and community. your community.

Create aCreate safe environment. a safe environment.

Own your Own development your development and help and develop help develop others. others.

STRIVES STRIVES FOR EXCEPTIONAL FOR EXCEPTIONAL PERFORMANCE PERFORMANCE

Be accountable Be accountable and honor andyour honor commitments. your commitments.

Act in a Act manner in a manner of the highest of the highest legal and legal ethical and standards. ethical standards.

Use resources Use resources wisely and wisely promote and promote a culturea of culture thrift.ofTake thrift. strong Takeinitiative, strong initiative, act quickly act and quickly do the andjob do right the job theright firstthe time. first time.

ENERGIZES ENERGIZES OTHERS OTHERS

Share your Share passion your passion for the business. for the business.

Generate Generate enthusiasm, enthusiasm, motivatemotivate others and others promote and promote innovation. innovation.

Listen and Listen assume and assume positivepositive intent inintent others. in others.

EMBRACES EMBRACES DIVERSITY DIVERSITY

Welcome Welcome each individual’s each individual’s heritage,heritage, differences differences and unique and unique qualities.qualities.

Build teams Buildwith teams diverse with diverse thoughts, thoughts, skills, knowledge skills, knowledge and backgrounds. and backgrounds.

Value the Value ideastheand ideas opinions and opinions of others. of others.

HELPSHELPS TEAMS TEAMS SUCCEED SUCCEED

ActivelyActively contribute contribute to teamtogoals teamand goals seek and opportunities seek opportunities to to lead. Belead. a reliable Be a reliable and supportive and supportive team member. team member.

Strive for Strive for accurateaccurate and clear andcommunication. clear communication.

Place team Placegoals teamover goals over personalpersonal goals. goals. ©2020 AutoZone, ©2020 Inc. AllAutoZone, rights reserved.

Inc. All rights AutoZone, reserved.

AutoZone AutoZone, & Design, AutoZone and ALLDATA & Design, areand registered ALLDATAmarks are registered of AutoZone marks IP LLC of AutoZone or one of IPitsLLC affiliates. or one of its affiliates.

AutoZone by the Numbers: (as of Saturday, May 9, 2020)

6,484

12

(5,836 in the U.S., 610 in Mexico and 38 stores in Brazil)

(10 in the U.S. and 2 in Mexico)

STORES

DISTRIBUTION CENTERS

All AutoZoner titles include “Customer Satisfaction,” which reflects our commitment to customer service. That specific distinction is not noted in each of the titles reference in this publication.

4,950 DOMESTIC COMMERCIAL PROGRAMS

96,000+ AUTOZONERS

Photos in this publication were taken at various times and in various locations. Social distancing and PPE requirements may not have been in place in a specific location at the time the individual photo was taken.

©2020 AutoZone, Inc. All Rights Reserved. AutoZone, AutoZone & Design, AutoZone Connect, AutoZone Rewards, AutoZone.com, BatteryZone, Get In The Zone, MyZone Health Report, OilZone, PartsZone, ProCarCareZone, The Best Parts in Auto Parts, and Zone are registered trademarks of AutoZone IP LLC. Duralast, Duralast Flex Blade, Duralast Gold, Duralast Gold CMax & Design, Duralast GT, Duralast Max, Duralast Platinum, Duralast Professional, Duralast ProPower, Duralast ProPower AGM, Duralast ProPower Ultra, Duralast ProPower Plus, Duratest, Duralast Aero Blade, Econocraft, Loan-A-Tool, ProElite, ProElite & Design, ProPartner, ProPerks, ProPoints, ProRev, ProVantage, Surebilt, Surebilt & Design, Trugrade, V & Design, Valucraft, WITTDTJR, Z-net, and Z-net & Design are registered marks of AutoZone Parts, Inc. AD Mobile & Design, ALLDATA, ALLDATA Collision, ALLDATA Manage, ALLDATA Market, ALLDATA Mobile, ALLDATA Repair, ALLDATA Tech-Assist, and OBD3 Solutions are registered marks of ALLDATA LLC. NASCAR is a registered trademark of the National Association for Stock Car Auto Racing. The STP trademark and logo are registered trademarks of the Armor AII/STP Products Company and are used under license. All other marks are the property of their respective owners.

13 20 34 41

Content s 07 Milestone Anniversaries

10 Celebrating 41 Years

12 A Ring of Joy

13

Setup Crew and Regional Team Overcome Obstacles in Michigan AutoZone

14

20

Customers First

34

Celebrating AutoZone’s Essential Delivery Drivers AutoZone

Customers Get Charged Up at AutoZone

Safety First

40

36

The “Heart and Soles” of AutoZone

26

Rescuing the Rescuers

1TEAM, One Culture

Your Customers Are Talking About You

16

39

32 Customers Take Do-It-Yourself (DIY) to New Heights

38 Distribution Centers (DCs), E-Commerce Fulfillment Center and Tractor-Trailer Drivers

41 Behind the Lens

42 Industry News

44 AutoZoner Snapshots

From the Desk of Bill Rhodes

Dear AutoZoners,

BILL RHODES, Chairman, President and CEO, Customer Satisfaction, joined AutoZone in 1994 as Manager, Inventory and has held a variety of roles over the course of his AutoZone career.

In addition, Bill serves on several industry and community boards including: Coalition for Auto Repair Equality (CARE), Retail Industry Leaders Association (RILA), Dollar General, Memphis Tomorrow, Youth Programs, Inc. and the National Civil Rights Museum.

EDITORIAL TEAM: Sheryl Jackson Manager, Store Communications, Customer Satisfaction

Sarah Pospisil Manager, Intranet Communications, Customer Satisfaction

Cindy Wessel Manager, Benefits Communications, Customer Satisfaction

PRODUCTION MANAGER Kenele Spell Communications Specialist, Customer Satisfaction

EDITOR Tracy Houston Manager, Enterprise Communications, Customer Satisfaction

To submit an article for publication in Tune-In, please email TuneIn@AutoZone.com.

THANK YOU! Thank you for your passion, commitment and dedication to serving our customers, helping your fellow AutoZoners, taking care of your loved ones at home and supporting the communities we so proudly serve. Whether in times of natural disaster or global crisis, our ability to help ensure that our customers, the motoring public, can safely and responsibly operate their vehicle is critical and our AutoZoners are absolutely essential.

Regarding our business, I remain bullish and very optimistic about our present and future. By the end of Q3, despite all of the challenges, both our Retail and Commercial business rebounded nicely. And, while Retail business is our bread and butter, Commercial continues to represent our single largest opportunity for sales growth.

Your ability to provide help to our Retail customers and add value to our Commercial customers is needed now more than ever.

Over the course of recent months, we all have had to deal with, adjust and make sense of a radically new environment. COVID-19 changed life for us all. As a company, we were forced to find new and innovative ways to do business while meeting the demands of our customers and keeping health and safety as our top priority.

As we enter the last quarter of our fiscal year and “Summer Selling Season,” let’s remain focused on staying safe, providing on-time deliveries and WOW! Customer Service. Batteries, brake bundles, wash and wax, refrigerants and other hard parts and accessories will continue to be in high demand. Our customers can also enjoy the many benefits of our AutoZone Rewards, like exclusive promotions and faster check out, so be sure to have our customers sign up and join for free.

The third quarter of this fiscal year was truly an unprecedented time in history.

Since March, more than 40 million Americans have unfortunately lost their jobs and had to file for unemployment.

Deemed an essential business, we kept our doors open and continued to provide good jobs and rewarding career opportunities for our AutoZoners. During Q3 and to date, I am pleased to say that we have not had to layoff or furlough a single AutoZoner, which is a direct reflection of the resiliency of our company and your willingness to always put customers first.

Aside from the many tactical and operational decisions we made during the quarter, I am most proud of the decisions we made to provide additional support to our AutoZoners, especially our AutoZoners on the frontlines in our stores and Distribution Centers. Very early on, and well before any of our closest competitors, we unanimously decided to provide an Emergency Time Off (ETO) benefit for eligible full-time and part-time AutoZoners.

The ETO benefit is available until the end of the calendar year and AutoZoners will be paid for any unused ETO hours in January.

We also unanimously decided to extend this ETO benefit to our store managers and Distribution Center advisors. These leaders have done a tremendous job throughout this crisis and this enhanced benefit is welldeserved! Thank you!

In reading this issue of Tune-In, I hope you enjoy our spotlights on the incredible service our AutoZoners delivered in putting customers first and a special remembrance of our founding president, Peter Formanek.

Also, I ask that you join me in celebrating those amazing AutoZoners that have achieved Milestone Anniversaries.

Congratulations!

AutoZoners, I simply cannot begin to thank you enough for what you do every day for our customers and this company.

When faced with issues and challenges, you work together, find solutions and tackle them head on. I am so inspired by you and honored to work alongside each and every one of you. And, as you continue to show, and I love to say, every day is a great day to be an AutoZoner!

Take care, stay strong and be well.

Sincerely,

Bill Rhodes Chairman, President and CEO Customer Satisfaction

MILESTONES PROVIDED BY THE HUMAN RESOURCES INFORMATION SYSTEMS (HRIS) TEAM.

Milestone Anniversaries Congratulations to these AutoZoners who celebrated 20, 25, 30, 35 and 40 years of service with AutoZone between February 16 and May 9.

20

YEARS

Jose Agraz, Commercial Driver, Store #5672, San Diego, CA Kathleen Allen, Senior Software Engineer, ALLDATA, Elk Grove, CA Rodolph Alvarez, CSM, Store #5608, Bloomington, CA Laurie Amacher, Sales, Store #1839, Tunkhannock, PA Sammie Appleby, Hub Specialist, Store #4468, Springfield, MO Emmanuel Arroyo, PSM, Store #5003, Somerville, MA Moises Arroyo, SM, Store #1262, Orlando, FL Charles Autry, Sales, Store #2303, Jackson, TN Elvin Avila, Sales, Store #1267, West Palm Beach, FL David Balting, Commercial Driver, Store #674, Shelbyville, IN Joel Banuelos, Sales, Store #6166, Oceanside, CA Ron Barber, SM, Store #908, Cumming, GA Susan Beckett, SM, Store #49, Columbus, MS Denis Belvin, SM, Store #6364, Oklahoma City, OK Douglas Botero, Maintenance Manager, Memphis, TN Robert Bowers, Jr., PSM, Store #2015, Woodstock, VA Brett Braunstein, SM, Store #1336, Alice, TX Tony Bray, SM, Store #1019, Aiken, SC Crystal Bryant, SM, Store #163, Taylors, SC Maria Calderon, PSM, Store #3110, Cedar Hill, TX Debra Camp, Vendor Master File Specialist, SSC, Memphis, TN Dennis Causey, SM, Store #5409, Long Beach, CA Chris Cawley, CSM, Store #5568, Palm Springs, CA Vera Cloar, Commercial Driver, Store #195, Union City, TN Arteria Coates, PSM, Store #931, Petersburg, VA Benjamin Colaj, PSM, Store #5086, Pawtucket, RI John Collins, PSM, Store #490, Crestview, FL Johnny Combs, PSM, Store #1208, Whitesburg, KY Efrain Cortes, Commercial Driver, Store #5284, Jamaica, NY Steve Cortez, PSM, Store #1523, Fort Worth, TX Sharronda Covington, SM, Store #315, Memphis, TN Tommy Cox, Senior Financial Report Specialist, SSC, Memphis, TN

Tony Craig, CSM, Store #1002, Rock Hill, SC Carolyn Crosby, Sales, Store #171, Anderson, SC Wilfredo Cruz, Sales, Store #5459, Pacoima, CA Derrick Curtsinger, PSM, Store #1281, Lawrenceburg, KY Albert Danet, ASM, Store #2418, Zephyrhills, FL Donald Daniels, PSM, Store #556, Tulsa, OK Jerome Darnell, ASM, Store #1703, Middletown, OH Jeffrey Davis, Commercial Driver, Store #739, Massillon, OH Alejandro De La Trinidad, Receiver, DC #9777, Tolleson, AZ Lucy Dominguez Deleon, Advisor, DC #9710, Ontario, CA Raymond Dudzinski, Inventory Control Agent, DC #9777, Tolleson, AZ John Eddy, PSM, Store #1881, Philadelphia, PA James Erke, PSM, Store #381, Van Buren, AR Karla Eveland, Computer Operator, DC #9799, Zanesville, OH Zoila Exposito, PSM, Store #5025, Cranston, RI Jason Farrell, Lead Systems Engineer, SSC, Memphis, TN Kimberly Farris, ASM, Store #30, Memphis, TN Ruben Figueroa, Commercial Driver, Store #2402, Ocala, FL Debra Flint, Vertical Marketing Sales Manager, ALLDATA, Elk Grove, CA Treva Ford, RHRM, Region #8040, Lawrenceville, GA Willard Ford, Custodian/Maintenance, DC #9799, Zanesville, OH Gary Gandara, CS, Store #2502, Las Cruces, NM Maiva Garcia, SM, Store #4835, Deltona, FL Lebara Garrett, Setup Crew Team Member, Store #8006, Memphis, TN Christopher Gibson, Technical Editor, ALLDATA, Elk Grove, CA Sonja Haas, SM, Store #638, Moline, IL Richard Harbaugh, Sr., PSM, Store #1663, Hagerstown, MD Frankie Harned, Commercial Driver, Store #2358, Leitchfield, KY John Heard, SM, Store #361, Louisville, MS Beatrice Hill, SM, Store #120, Blytheville, AR Kevin Holmberg, PSM, Store #1786, Waukesha, WI James Howard, Sales, Store #62, Anniston, AL TUNE-IN | 7

Shawn Humphrey, DM, Region #8042, Noblesville, IN Wayne Hurst, SM, Store #3877, Windham, ME Leonard Jakubec, Hub Specialist, Store #2915, North Tonawanda, NY Flavio Jara, PSM, Store #3565, Romeoville, IL Jose Jimenez, Sales, Store #2575, Franklin Park, IL Allen Jones, Sales, Store #2776, Mesa, AZ Nathan Killough, PSM, Store #1340, Amarillo, TX Shawnette Kuchta, Hub Specialist, Store #982, Norfolk, VA Todd Lang, Commercial Driver, Store #1710, East Liverpool, OH Yvonne Lowe, Commercial Driver, Store #1572, Gainesville, TX Cleveland Mabry, Commercial Driver, Store #297, Spring Lake, NC Jagdath Maharajh, Sales, Store #2489, Greenacres, FL Mark Mains, PSM, Store #574, Gatesville, TX Sharon Maloy, Hub/Feeder Driver, Store #501, Warr Acres, OK Braiden Manley, CSM, Store #1905, Burlington, IA Wayne Manning, SM, Store #3112, Bonham, TX Bryan Marino, Director, Digital and Marketing Analytics, SSC, Memphis, TN John Marquart, PSM, Store #718, Findlay, OH Alberto Maximiliano, Sales, Store #1276, Riverview, FL Heidi McClain, CSM, Store #767, Heath, OH Keith McElroy, SM, Store #1102, Fairmont, WV Lacy McFadyen, SM, Store #454, Laurinburg, NC Alfred McIntosh, Commercial Driver, Store #4460, St. Joseph, MO Scott McKimmie, PSM, Store #737, Reynoldsburg, OH Thomas McNally, SM, Store #2199, Mt. Pleasant, MI Wayne Milzarek, Commercial Driver, Store #94, Bartlett, TN Raul Morales, TSM, Region #8429, Inglewood, CA Raul Nevarez, TSM, Region #8468, Salt Lake City, UT Joshua Patterson, SM, Store #4669, Lititz, PA John Payton, SM, Store #1716, New Martinsville, WV Michael Pearce, SM, Store #4689, Forest Hills, PA Alfonso Perez, QA Agent, DC #9777, Tolleson, AZ Jazmine Perez, PSM, Store #1453, Houston, TX Salomon Perez, SM, Store #1445, Houston, TX Shannon Prestridge, PSM, Store #1338, Waxahachie, TX

25

YEARS

Jarvis Allen, VP, Stores, SSC, Memphis, TN Brad Bartram, CSM, Store #614, Terre Haute, IN Christopher Beatenbo, Tractor-Trailer Driver, DC #9711, Lavonia, GA Cheryl Black, Inventory Control Agent, DC #9733, Danville, IL Khaimook Callicutt, Hub Specialist, Store #110, Memphis, TN Bruce Carter, Tractor-Trailer Driver, DC #9722, Lexington, TN Marina Castro, Sales, Store #2769, Chandler, AZ Buffy Cheek, CSM, Store #443, Forest City, NC Harlan Clark, PSM, Store #748, Ironton, OH Craig Clemens, RM, Region #8140, Spring Lake, NC Matthew Cogar, SM, Store #799, Belpre, OH Earl Coker, Tractor-Trailer Driver, DC #9711, Lavonia, GA Brenda Conley, PSM, Store #426, Starkville, MS David Cook, Director, Supply Chain Decision Support, SSC, Memphis, TN Michael Coup, CSM, Store #743, Pomeroy, OH Peggy Cromer, Return/Recall Processor, DC #9711, Lavonia, GA John Defilippo, Custodian/Maintenance, DC #9777, Tolleson, AZ Donald Dixon, Sales, Store #38, Jackson, MS Everett Duke, Director, Replenishment, SSC, Memphis, TN

8 | TUNE-IN | JULY 2020

Mario Quan, PSM, Store #5370, Covina, CA Josue Razo, CSM, Store #1393, Pharr, TX Shalunda Reed, PSM, Store #975, Atlanta, GA Maria Reyes, PSM, Store #450, Dunn, NC Clay Rickman, Return/Recall Processor, DC #9711, Lavonia, GA James Rodgers, SM, Store #1803, Greenville, PA Guillermo Romero, SM, Store #5886, San Diego, CA Duane Rothove, Commercial Driver, Store #2353, Fulton, MO Rob Russell, SM, Store #501, Warr Acres, OK Julian Salmeron, SM, Store #5499, La Mirada, CA Renard Sarpy, SM, Store #3028, Natchitoches, LA Walter Saylor, Jr., SM, Store #1288, Haines City, FL Raymond Schenck, PSM, Store #3026, Covington, LA Jason Scott, SM, Store #235, Charlotte, NC Roxanna Sherratt, PSM, Store #5521, Cypress, CA Tahir Sikandar, Director, Real Estate, SSC, Memphis, TN Steven Sinor, RM, Region #8146, Conway, AR Edgar Swims, DM, Region #8146, Conway, AR Lisa Taylor, Manager, Sales and Property Tax, SSC, Memphis, TN Tay Taylor, Maintenance Technician, Memphis, TN Donald Thompson, SM, Store #1276, Riverview, FL Paul Tonahill, PSM, Store #13, Tupelo, MS Hector Triste, PSM, Store #2739, Mesa, AZ Kevin Vang, PSM, Store #5685, Stockton, CA Cedric Venable, Sales, Store #1059, Durham, NC Miguel Virella, Hub Specialist, Store #419, Orlando, FL Gilbert Webb, PSM, Store #220, Hopkinsville, KY Rodney Weisbrodt, PSM, Store #4563, Reynoldsburg, OH Alice Wendt, PSM, Store #5627, Rialto, CA Willie Wesby, Jr., ASM, Store #142, Monroe, LA Mearle Weyrick, Sales, Store #1502, Greenville, TX Dennis White, PSM, Store #167, Knoxville, TN Eyda Windsor, PSM, Store #2643, Peru, IL Byron Woody, Hub Specialist, Store #3782, Shawnee, KS Linda Young, Return/Recall Processor, DC #9722, Lexington, TN Lisa Young, PSM, Store #2904, Rochester, NY

John Ellis, PSM, Store #2430, Florence, KY Tommie Estell, Visual Merchandiser, SSC, Memphis, TN Anita Flores, SM, Store #3066, Lubbock, TX Jose Franco, SM, Store #5617, Ontario, CA Teresa Freeman, CS, Store #2707, Tempe, AZ Gabriel Garza, SM, Store #1340, Amarillo, TX Gregory Gibson, Stocker, DC #9711, Lavonia, GA Leonard Gilchrist, SM, Store #1104, Parkersburg, WV Jose Gomez, SM, Store #5657, Encinitas, CA Jaime Gonzalez, Sales, Store #1415, Brownsville, TX George Green, PSM, Store #1247, Paducah, KY Steve Hays, Sales, Store #4237, Austin, TX Roger Hendershot, SM, Store #991, Winchester, VA David Henderson, PSM, Store #2349, Morristown, TN Danny Hodge, SM, Store #339, Kosciusko, MS Michael Hofmann, ASM, Store #620, Indianapolis, IN Don Holt, Project Manager, Field Maintenance, SSC, Memphis, TN Scott Johnson, Category Manager, SSC, Memphis, TN Lance Jones, PSM, Store #2367, Kingsport, TN

Tommy Jordan, Tractor-Trailer Driver, DC #9722, Lexington, TN Luther Laws, Sales, Store #4883, Goldsboro, NC Rodolfo Leal, Sales, Store #1441, Houston, TX Ezequiel Ledezma, Return/Recall Processor, DC #9777, Tolleson, AZ Michael Leffert, SM, Store #4449, Kokomo, IN Perry Linker, PSM, Store #793, Dayton, OH Michael Longstreet, DM, Region #8053, Memphis, TN Sixto Lugo, Sales, Store #1440, Houston, TX Lazaro Luna, Return/Recall Processor, DC #9777, Tolleson, AZ Toni Massey, SM, Store #989, Fayetteville, GA Damon Mayberry, PSM, Store #6338, LaGrange, KY Larry Mayo, RCSM, Region #8423, Conway, AR Karen McDade, SM, Store #6412, Point Pleasant, WV Keith McKibben-Hill, Systems Engineer, SSC, Memphis, TN Michael McMillian, Sales, Store #5335, Bakersfield, CA Jerry Meade, SM, Store #748, Ironton, OH Arthur Miller, SM, Store #1539, Dallas, TX Curtis Miller, PSM, Store #1504, Sulphur Springs, TX Ella Milner, Commercial Driver, Store #2606, Paris, IL Jerry Moore, SM, Store #348, Aurora, MO Armando Nazareno, Order Puller, DC #9710, Ontario, CA Darrell Nevis, SM, Store #3873, New Orleans, LA John Nowlin, Tractor-Trailer Driver, DC #9722, Lexington, TN Carolyn Palmer, SM, Store #2845, Ramona, CA

30

YEARS

Richard Abate, DM, Region #8228, Stratford, CT Larry Blalock, Commercial Driver, Store #2428, Roxboro, NC Patricia Bonham, SM, Store #143, Tarrant City, AL Ron Carr, CSM, Store #327, Columbus, MS Lisa Clark, CSM, Store #4284, New Orleans, LA Ricky Clay, SM, Store #2364, Yazoo City, MS Toya Coleman, Sales, Store #117, Memphis, TN Anthony Edwards, PSM, Store #346, Nashville, TN Mark Erdrich, Solutions Architect, ALLDATA, Elk Grove, CA Robert Fernandez, SM, Store #1362, Eagle Pass, TX Robert Maldonado, RM, Region #8047, Jacksonville, FL Mark McNealy, CSM, Store #2621, Jerseyville, IL Tony Nelson, Loyalty Support Advisor, SSC, Memphis, TN Judy Ohmer, Sales, Store #4290, Gretna, LA John Pooley, SM, Store #356, Knoxville, TN Jose Rodriguez, PSM, Store #5370, Covina, CA Beverly Roundtree, PSM, Store #152, Monroe, LA Francisco Tristan, Sales, Store #3993, San Benito, TX Juan Vigil, RCSM, Region #8434, San Antonio, TX Michael Waters, SM, Store #4077, Hesperia, CA Linda Wood, Senior Accounting Clerk, SSC, Memphis, TN

Wanzetta Perry, PSM, Store #553, Tulsa, OK Gilbert Phillips, PSM, Store #3022, Eunice, LA Cherry Plunkett, Custodian/Maintenance, DC #9722, Lexington, TN Raquel Ramirez, TSM, Region #8435, Tolleson, AZ Andres Ramos, SM, Store #1385, Brownsville, TX Rafael Rodrigues, SM, Store #883, Thornton, CO Lori Rodriguez, Field HR Generalist, Region #8220, Noblesville, IN Carlos Romero, Inventory Control Agent, DC #9777, Tolleson, AZ Michael Scott, PSM, Store #2405, Orlando, FL Thelma Scott, PSM, Store #243, University City, MO Joseph Simons, DM, Region #8160, Fort Washington, MD Melinda Smith, Custodian/Maintenance, DC #9711, Lavonia, GA Amelia Stavely, Inventory Control Agent, DC #9722, Lexington, TN Elizabeth Swindle, Tax Specialist, SSC, Memphis, TN Carl Taylor, Sales, Store #371, Holly Springs, MS Asfaw Tesfaye, ASM, Store #3522, Houston, TX Michael Vance, Receiver, DC #9777, Tolleson, AZ Sharon Vanzant, Sales, Store #510, Muskogee, OK Alvaro Vargas, Tractor-Trailer Driver, DC #9777, Tolleson, AZ Rob Velez, SM, Store #5850, Burleson, TX Jeff Waldron, Commercial Driver, Store #798, Wellston, OH Donnie Young, SM, Store #1320, Austin, TX Dennis Young, Jr., Return/Recall Agent, DC #9733, Danville, IL

35

YEARS

40

YEARS

Barbara Allen, PSM, Store #203, Gardendale, AL Arnoldo Bermea, SM, Store #1392, Edinburg, TX Joseph Espinosa, VP, Stores, SSC, Memphis, TN Jose Garcia, Sales, Store #1445, Houston, TX Rolando Gongora, SM, Store #3141, Pharr, TX Ralph Harvey, Sales, Store #7, Memphis, TN Robert Jackson, PSM, Store #5519, Brea, CA Wilhelm Jenkins, SM, Store #220, Hopkinsville, KY Tim Kramper, PSM, Store #241, St. Louis, MO Larry May, PSM, Store #136, Paducah, KY Tom Newbern, EVP, Store Ops, Commercial, LP and ALLDATA, SSC, Memphis, TN Pam Palumbo, Signage Manager, SSC, Memphis, TN Bruce Sherer, DM, Region #8054, Goodlettsville, TN Frank Spangler, PSM, Store #150, Bristol, TN

Terry Payne, SM, Store #7, Memphis, TN

TUNE-IN | 9

TRACY HOUSTON MANAGER, COMMUNICATIONS, CUSTOMER SATISFACTION

CELEBRATING41 YEARS ASANINDUSTRYICON

A

s we prepare to mark the 41st anniversary of our first store opening, we pause to reflect on our beginnings, our culture and the past year.

It has been an unusual year for AutoZone, to say the least. Two events are not our typical joyous milestones. On Monday, March 2, 2020, AutoZone published its first COVIDrelated communication, reminding AutoZoners of best practices to avoid illnesses like the flu and COVID-19.

A short five days later, our founding President, Peter Formanek, passed away at age 76.

Peter’s passing caught the attention of the business world. A variety of articles commemorated his “visionary and pioneering role” with AutoZone — from local publications such as the Memphis Commercial Appeal and Daily Memphian to national publications like the Wall Street Journal. Quotes from his family and friends included fond remembrances of his character: “genuine charm,” “enormous heart” and “goofy humor.”

That charm, generosity and sense of fun are apparent in Peter’s AutoZone life as well. In a 2014 interview for The AutoZone Story, a movie created in celebration our 35th anniversary, Peter laughingly recounted being put on the spot by a customer who pointed out that our return policy practices were difficult and stressful.

10 | TUNE-IN | JULY 2020

While looking back, he found humor in how the customer brought attention to the issue, though he took the situation very seriously.

“He showed us all that we could be tough without sacrificing kindness and that we all could be leaders without sacrificing grace and humility.”

After taking care of the customer’s immediate need, Peter pulled together a small team to rework the lengthy returns process so that it met both our customers’ and company’s needs.

When they finished, the returns process required only one signature from a member of management compared to the four management signatures previously required. Listening and solving problems is not only part of our culture, it’s the example set by our most iconic AutoZoners.

The legacy given to us by founder J.R. “Pitt” Hyde, the late Peter Formanek and other iconic AutoZoners is the culture that AutoZoners exemplify every day. It’s a culture that has seen us through this COVID-19 pandemic.

It’s evidenced by the way our leaders listen when AutoZoners offer their ideas to help maintain safe working and shopping environments, and the speed in which the COVID-19 Emergency Time Off (COVID ETO) benefit was established. As the world watched many retailers furlough employees and shutter their doors, AutoZone’s leaders looked for solutions to avoid this fate for AutoZoners and our company.

Something many people may not know about Peter is that he introduced the “culture of thrift” to AutoZone. It may seem like that concept conflicts with his well-known trait of generosity, but nothing could be further from the truth. The “culture of thrift” is not about being cheap. Thrift is about using resources wisely, carefully evaluating investment decisions and helping customers find the parts and products they need at the right price. A “culture of thrift” was a concept he applied not only in his work life — it was part of his personal practice as well, with this quote as guidance: “Follow my lead and save at every opportunity.”

“Peter always knew the value of putting the customer first,” said Bill Rhodes, Chairman, President and CEO,

Yes, this past year has seen some troubling times, but as James Lane Allen said, “Adversity does not build character, it reveals it.” AutoZoners, you have witnessed adversity, and your character has been revealed. That is why on July 4, 2020, we celebrate 41 years of amazing AutoZoners —those who created our culture, and you, whose strength, heroism and kindness have seen us through one of the most devastating events in recent history.

THANK YOU, AUTOZONERS EVERYWHERE — AND HAPPY ANNIVERSARY!

Former SVP, Legal, General Counsel and Secretary, Harry Goldsmith, greets Peter Formanek following a presentation at AutoZone’s 35th Anniversary celebration in 2014.

Former CEO, Tom Hanneman (left) and Peter Formanek pose with long-time AutoZoner and Vice President, Supply Chain, Distribution Rob Durkin, during AutoZone’s 35th Anniversary celebration in 2014.

Peter Formanek (left) stands with J.R. “Pitt” Hyde at the New York Stock Exchange (NYSE) in 1991.

Peter Formanek (right) joins J.R. “Pitt” Hyde for an interview by Chairman, President and CEO, Bill Rhodes during the General Session at National Sales Meeting (NSM) 2014.

Peter Formanek appears on the cover of the first company magazine, In Tune.

TUNE-IN | 11

A RING OF JOY S

M, Daron Duncan, Store #1628 in Kansas City, KS, was moving a kickplate and data cable to adjust the store’s PINpad for social distancing when he noticed a high school class ring that was so tarnished the school name wasn’t legible. He took the ring home that evening and cleaned it, so the school and student names were visible.

Then Daron, along with his wife and daughter, set out to find and return the ring to its owner. They scoured the internet and social media hoping to find a match. Daron even checked AutoZone warranty files in hopes of finding the owner.

Finally, through Facebook, he was able to locate Leah, the owner, and let her know about the ring. She was ecstatic! Leah had graduated in the class of 1998, and this ring had been missing for 15 years! She laughed as she shared with Daron that she had not told her parents in all of that time.

Leah was at the store within the hour and became a little emotional holding her ring again after so many years.

Now, the story gets even better: Leah is a nurse serving the local community during the COVID-19 pandemic. Daron was so happy to be able to “give back” to one of our frontline workers at such a critical time.

By the time the whole event unfolded, everyone in the store was in tears—Daron, Leah, the store team, the regional office staff, and probably even a few customers. Well done, Daron and family!

Daron Duncan, SM

12 | TUNE-IN | JULY 2020

TRACY HOUSTON MANAGER, COMMUNICATIONS, CUSTOMER SATISFACTION

SETUPCREWANDREGIONALTEAMOVERCOMEOBSTACLESINMICHIGAN Over the past few months, the word “unprecedented” has been used continually to describe the effects COVID-19 has had on businesses around the world.

For AutoZone, COVID-19 has had an impact on stores, DCs and office operations.

The impact also touched our Store Setup crews and regional teams who are continually on the move. As a company, we made many changes to help keep our AutoZoners and customers safe, and to help AutoZoners continue receiving paychecks as we comply with ever-evolving local, state and federal guidelines.

At the time Michigan enforced its Essential Business guidelines, there was one store in particular that was in the last phase of construction and was met with a lot of challenges to open.

Scheduled to open on Wednesday, April 8, Store #3662 in Sparta, MI, faced many obstacles. Eric Ball, RM, Western Michigan Region, had contacted local city officials to ensure everything was cleared for the setup. With more and more businesses in Michigan beginning to close, DM Blaine Emerson became concerned that banks might close, too, so he reached out to Rhonda Ponder, Associate Banking Analyst, to ensure the store would have additional money for petty cash when it was time to open the store. Together, Blaine and Rhonda developed a plan to keep the petty cash in another store until Store #3662 could open.

On Thursday, April 2, the governor of Michigan announced more stringent guidelines that required the closing of all non-essential businesses effective Friday, April 3. While auto parts retailers were included in the list of Essential Businesses, the “official order” applied only to stores that were already open for business,

The story doesn’t end there because the new executive order also set the limit of 10 people in a store at a time, the Setup Crew was required to be significantly smaller. The team took the challenge in stride and worked tirelessly to complete the store setup, ensuring it looked great!

After the store opened, customers were allowed in one at a time, and a Cree Walker proudly poses with the Store designated AutoZoner team. (Bottom row, left to right) Cree Walker, Setup Supervisor; Courtney Thorstein, PSM; would find what they Mark Wilson, Setup Crew Member; needed and process their (Top row, left to right) Matt Slaikeu, SM; transaction. At the time, Godfrey Whitely, Setup Crew Member; an electrician was still Josh Wheaton, Sales; David Metzger, Sales working to get power to the entire building and which by definition, excluded Store AutoZoners were stocking #3662. The official order also did not deem the shelves. What if this team had not construction an Essential Business either. taken these proactive steps? Well, the banks were closed on Wednesday, April When the RM heard about this, he 8, so they would not have had petty cash contacted Charles Blank, DVP, who and the auto needs of essential workers brought in Maria Leggett, VP, Legal, (our customers) would not have been Assistant General Counsel and Assistant met because the Stay-at-Home order was Secretary to help. Though the store extended through Friday, May 15. couldn’t move forward with plans to open, Maria was able to get the city manager A great leader has to think outside of the to allow one AutoZoner to be on-site on box sometimes. Cree did a fantastic job Sunday, April 5, to receive shipments that of doing just that to get the store open, were already in transit. and Blaine’s leadership was exceptional Though the store would not be able to open, Blaine declared, “I owe it to all of the AutoZoners who’ve worked so hard to get this store opened. There must be a way, and we are going to find it.” The next day, Setup Supervisor Creedianiah “Cree” Walker reached out with an idea to open the store in its unfinished condition after determining that they could power one register. Cree roped off the entire sales floor and funneled customers through a single line where AutoZoners worked with customers, bringing their needed parts and products to them at the register, while the team continued to set up the store.

On Monday, April 6, Blaine picked up the petty cash, and the store had a soft opening two days ahead of schedule!

during this challenging time. Our amazing AutoZoners really came together to get the store opened and Cree and her team maintained great attitudes and worked through many obstacles.

Eric was very complimentary, saying, “I was incredibly impressed with the team’s level of communication, critical thinking and commitment to getting the store opened when it would’ve been so much easier to just pack up and go home. This was the 17th store in Blaine’s District. He did a fantastic job getting the store team hired and the store ready to open while simultaneously overseeing 16 other stores through a crisis.”

TUNE-IN | 13 Reminder: Photos were taken at various times and locations. Social distancing and PPE requirements may not have been in effect.

PSM, Ryley Johnson provides fast, courteous curbside service.

PSM, Kevin Lawrence, receives a thumbs up from a customer for providing Trustworthy Advice.

YOURCUSTOMERSARE TALKINGABOUTYOU As many businesses closed due to COVID-19, AutoZone was allowed to remain open because the products we sell and services we offer are essential. That’s especially true as the reduced amount of travel has taken its toll on vehicles that go undriven for long periods of time (not to mention the many other essential workers who still need to drive to work, and those who need to buy groceries and prescriptions or go to the doctor). Our customers are so grateful you were there to help them with their auto problems and projects. Here are a few social media posts to make you smile:

“My car battery died. I work in the nursing department of a hospital that was hugely affected by the pandemic, and I had to get to work soon. Dontae was so efficient in getting me a replacement and installing it quickly in time for my shift, all while practicing social distancing. Much appreciation for my fellow essential worker in this historic pandemic.”

“Shout-out to AutoZone at Brazos Town Center! I can’t remember the AutoZoner’s name, but he helped change out my battery in no time. It’s super important to remember all the folks who are essential workers.

Thank you for your service!”

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“I truly appreciate Art and Ryan because they are hard-working and go out of their way to give you 100% customer satisfaction. Last night, they helped me after their shift to make sure that I could drive home to my family. Once again, thank you guys.”

“I spoke to Arif today from AutoZone. He was very kind and offered me a gift card.

Thank you, that is very generous of you and is appreciated.”

“Shout-out to William Webb for excellent customer service at AutoZone in Kent, WA! He saved me a bunch of money on my brakes!”

“Thank you to Chuck at AutoZone in Crossville, TN, for installing the battery for us April 12. It was really appreciated.”

“I just wanted to shoutout to an AutoZoner who took the time to really help me over the phone. His name was Zach and he is a Parts Manager. He was exceptional and had great customer service!”

“Curbside pickup is amazing. Well executed in all respects. Thank you for offering the service.”

“Huge shout-out to your team on Highway 61 in Charleston, SC. I had to get a new battery, which no one enjoys doing, but your team was so much fun and personable.

This was April 15 around 5:30-6 p.m.

Please recognize them. They made it a fun experience that I won’t forget next time I have needs for my car. Thank you for hiring such fun team members!”

Hub Specialist, Adam Juneau, delivers curbside service.

“I had stopped in to purchase new windshield wipers. The AutoZoner was very knowledgeable about the pros and cons of the various wiper brands.

After I made my choice, he insisted on installing them for me although it was raining. How awesome is that? I highly recommend this store.“

“AutoZone is an essential business for those who need to get back and forth to work. Maintenance shops are still open, which means they still need parts. Customers still need to get to the pharmacy, grocery and store. Many are traveling home from other states. Auto part stores are needed. I think it is wonderful that AutoZone is providing paid time off during this time. AutoZoners are wearing gloves, social distancing and cleaning the stores hourly.”

“Went to your Store #3273 today in Pittsburgh. My battery had died. I got to the store and the gentleman who helped me was SO helpful. He explained things, answered the questions I had. He was the best. But I don’t know his name. He is a reason why I keep coming back to this store. I took a picture of the receipt. He was great!

People are quick to complain. I want to recognize when people go above and beyond.”

“Rusty at Store #5888 on Dixie Highway, Fairfield, Ohio, was absolutely amazing! Please thank him for helping me with my battery. As a female veteran, it was a blessing to receive such kindness especially during these times. I sent a thank you lunch to the store team today via DoorDash.

But hopefully you can also commend Rusty. It’s AutoZoners like him who make the world a better place. Thanks again, Rusty! You ROCK!”

Commercial Specialist, Janet Sotelo, prepares to test a customers battery.

“These great guys at AutoZone saved me this morning!

I would give them 10 stars if I could. During these tough times of COVID-19, it’s great to know you can find good-hearted people who care. This morning my battery died and for me that could be devastating. I drive for UberEats delivery food service during Stay-atHome. My car needs to work because my job depends on it. They helped me choose a battery that I could afford and one of the nice employees offered to help install it for me. WOW! Thank you so much! This is above and beyond awesome!”

“With all the insanity of the COVID, I needed to get to the store for groceries before it closed. But I needed a new battery for my only mode of transportation. It was 9:20 p.m. on a Monday night. My car was becoming difficult to start and I knew my battery would die soon. My only hope was the local AutoZone on Jones at Tropicana.

Well, thanks to Alex W., I had a new battery installed in less than 15 minutes! Thanks again for the fantastic service Alex W.!”

“Just wanted to send a shout-out to your Herkimer, NY, store crew at Store #5119. First off, when we went into the store, they had things marked off clearly to indicate proper social distancing, and AutoZoners were actively cleaning the entire counter area. Second, after another auto store refused to sell us the battery that we needed for our car without using some power pack device, we went to AutoZone to see if we could get a battery. Success! Same battery, same price, but with a crew that was willing and happy to install it for us, after asking that we open the vehicle’s hood and then wait inside the car. The AutoZoner wore gloves and finished in just a few minutes. Thank you!”

“With everyone here in WA on lockdown due to COVID, the last thing I needed after working a full day was to have a dead car battery! However, a kind soul gave me a jump start and I headed to my local AutoZone store on 6th Street with fingers crossed that they would be open. It was 6:24 p.m. as I pulled into the parking lot and the door sign said it closed at 6:30 p.m. Much to my amazement, not only were they open later than the sign stated, the Manager himself installed the battery for me!

Hallelujah!”

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PSM, Michael Johnston, checking a battery while customer maintains a safe distance.

CUSTOMERS FIRST AutoZoners always put customers first! That statement is not only the first line of our Pledge, it is a reality in our stores every day. Throughout this pandemic, AutoZoners across three countries have been heroes to countless customers in need. While we could not possibly capture the hundreds of stories we’ve read, seen or heard, we do want to share a few of the experiences our customers and fellow AutoZoners have shared.

And, most importantly, thank you for all you do for our customers each and every day. It is with great pride we call ourselves AutoZoners.

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LIVING THE PLEDGE

Tom had gone to a competing auto parts store because it was closer to his location.

The competitor refused to take cash at the curbside pickup and told him he could only buy online. Tom was livid and called Store #750 for help. When the store learned Tom’s location, they realized he was closer to Store #4530 in Akron, OH, and quickly called CSM, LaDawn Lanham. She greeted Tom in the parking lot with the fluid and funnel he needed and processed the transaction on-site.

Tom was so impressed that he took a picture of LaDawn as proof of AutoZone’s commitment to customers. Back in his shop, Tom called Store #750 to thank the AutoZoners. “I will never shop or even drive by that other auto parts store ever again,” Tom promised. “I would rather walk to AutoZone if I break down again, than go anywhere else.”

SM, Adam Thompson, represents the Pittsburgh Region well.

On Tuesday, March 3, SM, Adam Thompson at Store #1721 in Boardman, OH, helped a customer in need. The customer was having trouble steering, and their battery light had come on. Adam accompanied the customer to their vehicle, which he discovered had a broken belt.

So, Adam found the belt the customer needed in the store, printed the belt routing diagram and helped install the belt while in the parking lot. In no time, the customer was ready to get back on the road. “Everyone at this store is always very helpful,” this loyal customer said. Terrific job, and thanks to you and your team for Living the Pledge and Always Putting Customers First!

TRUSTWORTHY ADVICE IN A TIME OF NEED

TSM, George Contreras from the Inland Valley Region, is demonstrating excellent leadership and continues to be a source of Trustworthy Advice for our Commercial accounts during these difficult times.

Ruth’s vehicle registration had expired, and her Volvo couldn’t pass inspection. But unfortunately, she’d recently been laid off from her new job due to COVID-19. With no income and a vehicle that could get her fined for an expired registration, Ruth was more than a little stressed.

Before visiting AutoZone, she had taken her vehicle to a mechanic, where she was quoted a price of $100 per hour to determine what was wrong with the vehicle. Well, that certainly wasn’t in Ruth’s budget, which was why she took a chance on AutoZone.

Cesar was knowledgeable about Volvos and even explained that the vehicle’s plugs were in a different location than what was standard. Cesar used Fix Finder™ and gave her the printout listing of what was recommended to repair her vehicle: a $3 hose. Ruth was so grateful for Cesar’s assistance and Trustworthy Advice that she wrote in almost immediately to express her gratitude.

Great job, Cesar!

JACQUELINE THE GENEROUS

George was diligent in communicating and informing his accounts about the various resources available to them during the pandemic, such as the Small Business Administration (SBA) Disaster Relief program and Paycheck Protection Plan (PPP). Several of our accounts were unaware of these programs and appreciated George sharing the important information and his genuine concern for their businesses. Thank you, George, for caring about our customers. You bring knowledge and experience to AutoZone and our customers.

LADAWN KNOWS HOW TO WOW!

Tom J., the owner of a local repair shop and Commercial customer of Store #750 in Tallmadge, OH, called in a panic when his work truck began leaking transmission fluid. He needed a few quarts of fluid to make it back to the shop.

Tom was already shorthanded due to the pandemic and was handling a portion of his shop’s workload himself.

AUTOZONERS HELP CUSTOMERS SAVE MONEY IN UNCERTAIN TIMES

This story came to us from Ruth J., a customer who visited Store #4084 in San Francisco, CA, on Monday, March 23. She labels herself “lucky” because an AutoZoner named Cesar was there to help.

PSM, Jacqueline Cosin proudly cares for customers.

PSM, Jacqueline Cosio at Store #2999 in Gilbert, AZ, demonstrated that though these are tough times, she is willing to Go the Extra Mile to help any customer.

Jacqueline watched as a customer TUNE-IN | 17

checked out at the register and noticed that she presented two different forms of payment, cash and a debit card—first paying with cash, then using her debit card to pay the balance.

As Jacqueline continued to watch, the customer’s debit card was declined. The customer explained that she thought there was money in the account to purchase the parts. Jacqueline knew the woman needed those parts to repair her car. So she took the money out of her purse and handed it to the woman to cover the balance.

review. “These traits are the foundation of excellent customer service. Maria’s actions were especially lovely during this new era of social distancing. It is still essential to make connections, and when people are kind to one another, it makes a huge difference. Maria is a keeper!”

RETURN TRIP

Great job, Maria!

HELPING HAND AND TRUSTWORTHY ADVICE

Close to tears, the customer repeatedly thanked Jacqueline, explaining that she was experiencing hard times due to COVID-related issues. The money Jacqueline gave her would help get her car back on the road. We are so proud of your kindness and generosity, Jacqueline!

David Wickersham, SM, gets the job done.

After a customer visited Store #3161 in St. Cloud, MN, to return a pair of headlights, she experienced power steering failure while leaving the parking lot. She immediately pulled over and returned to the store to ask for help. Following proper social distancing guidelines, SM, David Wickersham went out to the customer’s vehicle.

MARIA EMPOWERS OTHERS

A customer named Monya visited Store #5415 in Los Angeles, CA, to buy vehicle coolant when she noticed her vehicle’s warning light came on. After buying the coolant, Monya asked SM, Maria Ramirez if one of the men working in the store could show her how to add the coolant.

To her surprise, Maria replied, “I’m happy to show you how to add the coolant!”

With masks on, Maria and Monya went to the vehicle, which was parked in front of the store. Monya watched as Maria carefully looked under the hood, explaining that the engine was still warm, which could be hazardous because of the pressure under the coolant lid. After sharing how to safely add the coolant, Maria suggested that Monya go home, wait for the engine to cool down completely and then add the coolant.

Monya was impressed with Maria’s knowledge and Trustworthy Advice.

Before leaving, Monya thanked Maria and offered a tip, which Maria politely declined and recommended she submit an online customer review instead.

“Maria was a breath of fresh air because she was pleasant and kind with a willing and helpful attitude,” Monya wrote in her

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(Left to right) CSM, Marco Cano receives an Extra Miler award from his DM, Ryan Gumprecht.

One morning while driving to work, CSM, Marco Cano at Store #2673 in McHenry, IL, noticed a man on the side of the road with a flat tire and immediately pulled over to help. Thank goodness— because the gentleman had no idea how to change his tire!

Marco helped him remove the flat tire and install his spare to get him back on the road quickly—but not before recommending a good repair shop. Marco is an excellent example of treating others as we want to be treated. Thank you, Marco, for Living the Pledge, every day!

The belt had snapped in half and needed to be replaced. After finding the right belt, David asked how she was going to install it. The young woman didn’t know—she was in college without family nearby to help. So David offered to do the job. She was so grateful.

In the process of replacing the belt, David discovered the belt tensioner was also defective. Unfortunately, the store did not have the part in stock, and it wouldn’t arrive until the next day. David knew the customer relied on her vehicle, so he called around and found the belt tensioner at a competitor. After using his own vehicle to go pick up the part, David installed the belt tensioner and the belt. The customer was overjoyed with David’s customer service.

Now that’s WOW! Customer Service.

Great job, David.

AUTOZONERS HELP CUSTOMERS GET HOME

Paula and Ron were traveling home when they experienced alternator issues while driving through Texas. They stopped at Store #3508 in Pecos, TX, where Michael helped them.

After testing the alternator and finding that it definitely needed to be replaced, Michael discovered the needed part was not in stock at his store. He could order the part, but if the couple didn’t get it the same day, they would be stuck there over the weekend. Michael shared the couple’s plight with his wife, who was near a store in another town that had the part.

Michael’s wife was nice enough to pick up the part and take it to Michael’s store for the couple.

Paula and Ron were so grateful to Michael and his wife. Great job to you both!

FRIENDSHIP + FRIENDLY SERVICE = WINNING COMBINATION

Quality customer service from any type of business is hard to find, but at AutoZone, that’s a category where we shine. Just ask customer Shawn S. who recently wrote in to share his WOW! Customer Service moment at Store #2237 in McMinnville, OR.

Shawn was helping a friend replace an alternator. Before sending the friend to buy the part, Shawn did some research to find the best prices online and at local parts stores. He soon found that Store #2237 had the best price in town and was even better than many online parts retailers by at least $12. Best of all, the part was in stock.

Sometimes, things don’t go as well as we hope, and when the customers arrived at the store, they discovered that the wrong part was in the box. The store team quickly started checking around to see how they could resolve the situation for the customer. They found the needed part a few cities away and could have it delivered in less than three hours. Shawn and his friend, Jerry, appreciated the quick resolution and were willing to pay for the part and pick it up later.

They literally said WOW! when they returned to the store. The same friendly AutoZoners pleasantly greeted them and showed them the part was on the counter. “I was slightly stunned by how awesome we were treated,” Shawn wrote of his experience. He raved about the AutoZoners on duty and their friendly service, promising not only to share his story with as many people as possible, but also to make Store #2237 the first call for his next auto project.

JULIO AND GOTTCHA HELP PAIR GET HOME SAFELY

((Left to right) DM, Ryan Gumprecht presents ASM, Julio Perez with an Extra Miler.

A mother and daughter were traveling in Wisconsin when they noticed their vehicle was leaking antifreeze. Stressed and concerned about the three-hour drive back home, the pair stopped at Store #1956 in Delavan, WI, for help.

There they met ASM, Julio Perez. Julio, while properly performing GOTTChA (Go Out To The Customer’s Automobile), discovered that the vehicle had a cracked hose. In between assisting other customers, Julio helped replace the hose. “He was a lifesaver,” exclaimed the customer.

Extra thanks to Julio—he didn’t hesitate to Go the Extra Mile. Great job, Julio!

ASM, Leroy Pridgeon, performs GOTTChA for police officer in Pine Bluff, AR.

TUNE-IN | 19

Customers Get Charged Up at AutoZone

C

OVID-19 and Stay-at-Home orders created a perfect atmosphere for vehicle battery failure. Less driving for those at home and increased stress for those still needing to work meant that vehicles were not being driven as frequently and that people in a hurry left their lights or other battery-draining systems on.

Fortunately, customers can always count on AutoZoners. The proof is in the many, many notes received from customers and AutoZoners alike, touting the professional, friendly, caring and compassionate service AutoZoners have offered. These are just a few of the many stories we’ve heard since March 1.

20 | TUNE-IN | JULY 2020 Reminder: Photos were taken at various times and locations. Social distancing and PPE requirements may not have been in effect.

AutoZoner, Annie Rodriguez tests a customer’s battery.

TUNE-IN | 21

One Battery and Two Reasons to Be an AutoZone Customer for Life

Extending the Walls

Customer Traci D. visited Store #5119 in Herkimer, NY, to buy a battery, and she walked away with two compelling reasons to be an AutoZone Customer for Life—the people and the service! In her Facebook post, Traci gave a shout-out to the entire store team, sharing why they deserved her praise: 1) When she entered the store, she noticed the care taken to help ensure proper social distancing and the AutoZoners actively cleaning the entire counter area.

2) After having a bad experience at a competitor’s store, she found the battery she needed at the same price as the competitor. And more importantly, an AutoZoner installed it for her.

That’s all part of an average day for AutoZoners—except these are not average days we’re living in now. Another WOW! factor Traci noted was that an AutoZoner asked her to open the hood and wait inside her car while the battery was installed. The job was completed in just a few minutes.

Traci was also complimentary about AutoZoners wearing personal protective equipment (PPE). Way to go, team!

Closing Time It was near closing time when a healthcare worker walked into Store #4632 in Bethlehem, PA, needing help with a bad battery and broken jumper cables. She had just finished working a long shift and was concerned about traveling with the battery.

PSM, Geraldo Mojica assured her that he could help her.

Thumbs-up to SM, Scott Sims for providing WOW! Customer Service.

22 | TUNE-IN | JULY 2020

Since the customer is a high risk for COVID-19, he asked Carolina if someone could come to him to make the battery swap. COVID-19 was not the only problem; his vehicle needed to be moved to allow the tree service to remove fallen trees.

One Friday in April, SM, Scott Sims received a call from an elderly woman who was stranded on the side of the road. Her vehicle had broken down and she needed help. After listening to the woman, Scott asked a couple of questions and realized that the problem may be a dead battery.

Although it was outside of the norm, Carolina asked the gentleman to set the battery beside his vehicle and open the hood, and she’d send someone to help him. Carolina then asked Commercial Driver Lou Aguilar to help the customer, after completing his deliveries. Lou was happy to help.

During his lunch break, Scott drove out to meet the woman and jump-start her vehicle battery. He then helped her get to AutoZone. At the store, Scott tested her vehicle’s battery and alternator, and confirmed it was the battery that had failed.

“This type of exceptional service is why I shop at AutoZone,” said the customer when the job was complete. “AutoZone cares and always provides great customer service.” Thank you, Carolina and Lou, for taking care of our customers!

In the blink of an eye, Scott had found the correct battery, processed the transaction, installed it and had the customer back on the road. Scott understands what it means to extend the walls of the store to create a Customer for Life! Well done, Scott!

Customers First

Storms and Solutions

He sold her the correct battery for her car and installed it; he also sold her a new pair of jumper cables. As she started to leave, Geraldo thanked her for her work on the healthcare frontlines. The customer appreciated the help and Geraldo’s gratitude.

Great job, Geraldo!

A customer called Store #4846 in Peachtree City, GA, and spoke with SM, Carolina McFarlin. The gentleman, in his 80s, explained how he had removed his vehicle’s battery a few days before, planning to bring it in for a warranty swap.

But a recent storm had downed several trees on his property, and then local officials issued a Stay-at-Home order.

AutoZoners get creative anduse office supplies to create face masks out of Blue Shop Towels for customers.

(Left to right) Commercial Driver, Lou Aguilar, and Carolina McFarlin, take care of customers every day.

The AutoZoners at Store #4003 in San Bernardino, CA, are shining examples of how to Put Customers First!

Anthony O., a U.S. Army Veteran and customer, had been indoors for about a week when he decided to go to AutoZone to buy a few items. Anthony was concerned, because at the time most stores would not allow customers inside without a mask, and there were no masks available anywhere for for him to buy.

Kindhearted AutoZoner Literally Goes the Extra Mile

AutoZoner, Alexander Serrano was kind enough to give Anthony a mask so he could shop. Anthony couldn’t help but notice that Alexander and all the AutoZoners in the store had a pleasant demeanor as they served their customers.

Sometimes even seemingly small gestures make a big difference. Thanks to the entire team for your care and compassion for others!

PSM, Aram Madrid, and...

Breeze Aims to Please SM, Lusi Orozco, partners to help a customer in need.

One Saturday afternoon, PSM, Aram Madrid went shopping at a big-box retailer after his shift at Store #5058 in Horizon City, TX. As he was checking out, he noticed an older woman who clearly needed help carrying a vehicle battery.

PSM, Delmar Breeze, provides curbside delivery.

Recently, a family sent a note to share their excellent customer service from PSM, Delmar Breeze at Store #3264 in Hillsborough, NC. “Delmar made it exceptionally easy for me to bring in a battery, look up the warranty and have it replaced without my ever having to leave the car,” they said. “When I called with my concerns, he suggested a safe way for me to proceed and did so quickly with professionalism. In fact, he has always gone the Extra Mile for us from buying wiper blades to hex wrenches. He is an exceptional asset to your company, and because of him, I will choose your store over another, even if it is cheaper, because that kind of customer service deserves to be rewarded.”

Great job, Delmar!

Aram offered to help her, and it turned out that the woman also needed someone to install the battery. Aram was happy to help. But neither of them had the tools needed for the job. Aram went back inside the store and asked to borrow some tools, but the store’s tools were broken.

Well, Aram knew exactly where he could borrow the tools he needed!

He drove to nearby AutoZone Store #1350 in El Paso, TX, to buy the tools for the install. SM, Luis Orozco realized Aram was a fellow AutoZoner helping someone in need and gladly loaned Aram the needed tools to install the woman’s battery.

Aram installed the battery and drove back to return the tools. Now that’s literally Going the Extra Mile! Thank you, Aram and Luis, for your tremendous kindness.

Finding the Way

AutoZoner, James Ramsammy is happy to Go the Extra Mile for customers.

It was around 5 p.m. when Store #2987 in Mt. Vernon, NY, received a call from a customer who became lost on her way to have her battery tested. AutoZoner, James Ramsammy gave her detailed directions to the store. But 30 minutes later, the same customer called back distraught because she had gotten lost again. This time, she made a turn into a pile of gravel, and her car was stuck. She needed help and didn’t have anyone else to call.

So James offered to meet her. When James got there, he calmed down the customer and, with the help of a passerby, pushed the car back onto the road. The customer followed James back to the store and bought a new battery. She was extremely grateful that James went out of his way to help her that evening.

Thank you, James, for always putting the customer first!

Making Customers Comfortable Customer Nancy W. gave a shout-out to the AutoZoners at Store #5211 in Fairfield, OH—especially Mike. “I needed my car battery tested and replaced,” she said. “I am over 65 and have some health issues, so I didn’t feel comfortable entering the store due to the pandemic. Mike came out to the parking lot, tested my battery and delivered a new battery to me, contact-free! I so appreciate them handling this issue without my having to go into the store. You have a Customer for Life!”

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Second Time’s a Charm

New Opportunities During a delivery to a Commercial customer, CSM, Ralph Sperber from Store #4685 in Murrysville, PA, noticed the mechanics working on all-terrain vehicles (ATVs). While talking with the technicians, Ralph learned they were performing spring maintenance on the vehicles but couldn’t get all the required parts, because the ATV dealer parts department from their regular supplier was closed.

SM, Etta Hill knows her parts and products.

After a customer had recently bought a new battery for her vehicle from a bigbox retailer, she was frustrated when her vehicle wouldn’t start one morning. She was able to jump-start the battery to get to Store #4202 in Humble, TX, to have the battery checked.

SM, Etta Hill tested the battery and determined it was bad. She found the customer a battery within her price range and installed it. The woman teared up as she reflected how Etta had helped her that day saying, “She was knowledgeable, helpful, pleasant and caring.”

Ralph asked the customer for a list of the parts the business needed. Back at the store, Ralph enlisted the help of the store team to quickly pull the parts. They found the oil filters, air filters, spark plugs and timing belts the customer needed. Ralph was so excited to call the shop with the good news. When the customer realized he needed a special tool for a job, he called Ralph, who then located the torque wrench through an outside buy.

After successfully jump-starting the vehicle, Debra asked where he’d go to get the car checked. Ironically, it was the same shop Debra was headed to, so she offered to follow him there to make sure he got there safely.

While on the way, the man’s vehicle stalled again—but this time, in front of an AutoZone! Debra pulled over, jumpstarted his car again and followed him the rest of the way to the repair shop before she continued making her deliveries.

Thanks, Debra, for Going the Extra Mile to help a stranded motorist!

Why Did the AutoZoner Cross the Road?

Not only did Ralph help a customer serve his customers, he transformed a slow sales day into a more profitable one! High-five to Ralph!

Right Place, Right Time

Thank you, Etta; your patience and caring are so appreciated!

AutoZoner, Michael Guidry, testing a customer’s battery.

Five-year AutoZoner, Mike Guidry always provides excellent customer service, no matter the situation—and Wednesday, April 22, was no exception. Mike saw a person stranded across the street from his Store #301 in Lafayette, LA, and knew he needed to offer to help.

AutoZoner, Debra Abell, displays her Extra Miler award.

AutoZoner, Debra Abell at Store #5725 in Las Vegas, NV, needed gas while out on a Hub delivery. A gentleman approached her at the gas station and asked if she had jumper cables to give him a jump-start.

Debra happily agreed to help.

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Dressed in his personal protective equipment (PPE), Mike went over and jump-started the vehicle. The grateful customer immediately came to the store to buy a new battery.

Great job, Mike; thanks for exemplifying AutoZone Values!

Do Unto Others…

Customers know they can depend on CSM, Joseph Christopherson.

When a customer became stranded in the parking lot of a Cub Foods store, she called AutoZone Store #4342 in Cambridge, MN, which was across the street from her. She needed a jump-start.

CSM, Joe Christopherson answered the phone and listened as the woman explained the vehicle’s problems. He offered to take battery cables to jump-start her minivan.

When Joe got there, he discovered the battery terminals were loose. He quickly tightened the connectors, and the vehicle started up. Joe also suggested that the battery be cleaned. He said if she drove her van across the street to the store, he would be glad to clean the terminals, bolt down the connectors and, to be on the safe side, test the battery as well.

The woman was so grateful for Joe’s help.

Not only did he provide her with WOW! Customer Service and offer Trustworthy Advice, he saved her the expense of calling a towing service.

Way to go, Joe!

AutoZoner, Brian Flores prepares to install a replacement battery in a customer’s vehicle.

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26 | TUNE-IN | JULY 2020

1TEAM, ONE CULTURE AutoZoners are a competitive bunch, and the drive to earn the National Sales Cup is probably one of the best examples, along with the Check-Out Challenge. But we never mistake those challenges for anything more than friendly competitions. When the chips are down, AutoZoners companywide come together to support each other. It doesn’t matter your role, rank or position—we are simply 1TEAM. That’s also when our culture shines its brightest. These next short stories showcase only a few of the many instances where AutoZoners pulled together to help their fellow AutoZoners.

TUNE-IN | 27 Reminder: Photos were taken at various times and locations. Social distancing and PPE requirements may not have been in effect.

AutoZoners Helping AutoZoners David Isom, DM, Little Rock Region, was traveling from Arkansas to Florida to pick up his wife, and stopped for gas in Birmingham, AL. When the gas meter reached about 15 gallons, David realized he was pumping low-grade diesel fuel into his vehicle. He was concerned the fuel would damage his vehicle on the long drive.

He immediately started to think about how to siphon the gas from his tank. But it was Saturday evening and he had limited resources. Then he realized that there must be an AutoZone store nearby.

David called Store #4975 in Hoover, AL, and spoke to SM, Joe Bath.

David was aware the store was likely operating with reduced hours or limited staff, so he reluctantly asked Joe if he could send someone to the gas station with a siphon pump and fuel can. Without hesitation, Joe agreed. Within 15 minutes, Pat arrived. This seemingly simple job was not easy though. It was more like a fishing expedition, as the AutoZoners worked together to manipulate the hose to extract the last five gallons.

After refueling with the correct fuel, David continued his journey and reached his destination on schedule.

David’s fuel troubles could have meant a two-day delay, if he would have needed to take it to a shop to drain the tank.

Big thanks to the AutoZoners at Store #4975!

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Twice as Nice

Ky le the K ind

Jeremy Mowers, CSM, and Wanda Stancil, Commercial Driver, at Store #6444 in Round Rock, TX, maintain a safe and clean work environment during the pandemic, taking great care to ensure the safety of their team and customers.

The safety of our AutoZoners and customers is always critical and continues to be during the pandemic. PSM, Kyle Mason at Store #6457 in Pflugerville, TX, went a step further to help keep his fellow AutoZoners safe.

Jeremy and Wanda bought extra masks and cleaning products for their store and sister stores. Their efforts resulted in exceptionally clean stores to reassure fellow AutoZoners and customers that they were safe to work and shop.

Way to go, Jeremy and Wanda!

Kyle bought hand sanitizer for everyone on the team and delivered additional sanitizer to several sister stores. Kyle did this on his own time in hopes that it would have a substantial impact on AutoZoners’ team spirit, health and leadership.

Kyle, thank you! We are proud to have you on the AutoZone team!

Leading from Within (Top to bottom) Inventory Manager, Brittany Brown; Hub Specialist, Justin Mauer and ASM, Kenya McCants lead MegaHub Store #90 to provide exemplary service.

The latter days of April proved tough for MegaHub Store #90 in Lilburn, GA. The store was operating with a limited team—which included the SM, the Hub Coordinator, the entire Commercial team and the CSM—due to COVIDrelated issues. They were down about 35 AutoZoners, and in a MegaHub the size of Store #90, this could have affected operations, customer service and deliveries to other Hubs and satellite stores.

But to everyone’s amazement, AutoZoners in the Atlanta Region came together to help keep the business running without a blip. Dozens of calls poured in from various DMs, TSMs and AutoZoners from the regional office offering to cover shifts.

The outpouring of support displayed the true spirit and heart of AutoZoners.

There were three AutoZoners from Store #90 who went above and beyond to ensure business operations did not stop during this time. Inventory Manager, Brittany Brown; ASM, Kenya McCants and Hub Specialist, Justin Mauer used their skills and knowledge to ensure Vendor Direct Parts (VDP) orders and Next Day Deliveries (NDD) went out on time. They made sure that satellite store orders were picked out, staged and sent on their routes twice per day.

Brittany, Kenya and Justin worked diligently and always with big smiles on their faces. Many thanks to Brittany, Kenya, Justin and the entire Atlanta Region team. It’s times like these when it feels great to be an AutoZoner!

Cr ystal’s Hear t of Gold DM, Crystal Ramsey in the Ft. Worth Region cares about her teams, and it shows. Some of her team members had trouble finding certain items for their homes during COVID-19, so Crystal took it upon herself to help out where she could—buying items such as paper towels, toilet paper, milk and hand sanitizer with her own money. She personally delivered items to AutoZoners’ stores or had them included in Hub deliveries.

Crystal has always gone above and beyond for her teams. She is a servant leader, and her team’s exceptional customer service is a testament to their appreciation.

We’re so proud of your generosity and thoughtfulness, Crystal!

Local 3D Printing Group Mak es PPE for Healthcare Work ers and First Responders

400 Mask s

SM, Jonathan Weger, shows off one of the face shields he produced for area healthcare workers.

This article has been reprinted with permission of the Northwest Herald, a daily newspaper published in Crystal Lake, IL, and was originally published on Monday, April 20. SM, Jonathan Weger at Store #2549 in Lake in the Hills, IL, is featured in this article.

5,300 face shields, 4,000 ear savers produced for healthcare workers, first responders.

Crystal Lake’s Jon Weger normally uses his 3D printer for fun projects, such as replica film props and costumes.

He has made Baby Yoda from “The Mandalorian,” a full-size Jack Skellington costume from “The Nightmare Before Christmas” and a super-sized logo from “Ghostbusters” to hang on the door of his son’s room.

But since the end of March, Weger has used his 3D printer and hobby for a more pressing need.

Weger, a manager at AutoZone in Lake in the Hills, saw a high demand for personal protective equipment amid the COVID-19 global pandemic and wanted to help. So instead of making a light saber one day, Weger started printing face shields and ear savers for masks to give to health care workers.

Weger asked other people he knew with 3D printers if they could help and then put together a Facebook page to keep track of it all. In a matter of days, he had responses from all over Illinois.

There are even more Facebook groups from Illinois and across the country.

Membership to Weger’s Facebook group, “Northern Illinois 3D Printed Face Shields,” has soared past 100 since Weger’s first post on March 30. Members have come from many local communities in McHenry, Kane and Lake counties to as far as Rockford, Joliet and Champaign.

(Left to right) Mark Kessler, PSM, and Victor Lopez, SM, model the 3D printed face masks they co-produced.

SM, Victor Lopez and PSM, Mark Kessler at Store #4138 in San Diego, CA, saw a need to get masks into the hands of AutoZoners in the store.

Since they both had 3D printers, Victor and Mark collaborated to find a design and began producing 3D-printed face masks with an interchangeable filter that can be replaced as needed.

After supplying face masks for the store, they contacted RM, Ricardo Bonilla and offered to print and distribute masks throughout the region. Victor and Mark set a goal to print at least 400 masks. They printed nonstop to meet the demand and help keep their fellow AutoZoners stay safe.

Thanks, Victor and Mark!

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Cr ystal’s K its

A Dy namic Duo Supply kits packaged

by TSM, Crystal Cisneros.

When supplies in high demand became difficult to find in stores and AutoZoners needed essential personal products, TSM, Crystal Cisneros from the San Diego Region stepped up. She bought food and supplies—and with her family’s help, they created supply kits with water, nonperishable foods and tissues. Her family wrote inspirational notes with pictures and added them to the kits.

She made the kits available for pickup at the San Diego Regional office and added them to Hub deliveries to make sure AutoZoners who needed them got them. This was not only a much-needed supply link, but it was also a morale booster for AutoZoners in the area. It demonstrated how AutoZoners pull together to flex our 1TEAM strength in times of need.

(Left to right) SM, Charles Nehr and CSM, Sharline Searle pose together.

When SM, Charles Nehr and CSM, Sharline Searle from Store #2745 in Tucson, AZ, learned a fellow AutoZoner was among those in the COVID-19 high-risk category, they knew they had to help.

Charles and Sharline learned that the AutoZoner and his family were out of necessary supplies, including food and toilet paper.

The duo shopped their home pantries and local grocery, and then delivered food and basic toiletries, further limiting the family’s exposure to others. Charles entered the AutoZoner’s Emergency Time-Off (ETO) into the payroll system and referred him to the AutoZoner Assistance Fund (AAF) to help while he was unable to work.

Charles and Sharline, we are very proud to have you on the AutoZone team—thank you for caring!

Thanks for your incredible generosity, Crystal!

Teamed Up for Success SM, Marcus Ervin from Store #2424 joined forces with SMs Riley Willett, Store #329 and Michael McLaughlin, Store #194 in Greensboro, NC, to ensure coverage for two of their sister stores that were experiencing multiple quarantines due to COVID-19.

These SMs quickly worked to fill shifts with AutoZoners from their teams, so the stores could continue to serve customers for the next couple of weeks. It’s not unusual for these SMs to step up in these types of situations.

Excellent leadership, AutoZoners!

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District Heroism (Left to right) SMs, Devin Galyean and Robert Brown in Sacramento, CA, use their workshop skills to create a safe zone for AutoZoners and customers.

Our Value statement, An AutoZoner Always…Cares About People, describes an AutoZoner who demonstrates concern for others and his/her community and one who creates a safe environment. SMs, Devin Galyean at Store #3336 in Rancho Cordova, CA, and Robert Brown at Store #6869 in Sacramento, CA, personify this Value statement—especially in these past few months.

In addition to the company’s increased safety measures, such as the use of signs, markers, masks, gloves, sanitation supplies and cleaning routines, Devin and Robert teamed up to research how to build plexiglass safety shields for our checkout counters. They quickly acquired all the materials to build shields for the 13 stores within their District and provided the installation instructions.

These two AutoZoners have proven that they will go above and beyond to make sure customers and fellow AutoZoners are safe. In these uncertain times and with their effects on our business and communities, Devin and Robert have demonstrated initiative, hard work and dedication to their stores and District. Thank you, Devin and Robert, for continuing to Go the Extra Mile–and for seeing a need and taking the lead.

See a Need, Fill a Need

Happy to Help

When Store #929 in Tifton, GA, was left with just one PSM, the CSM and four part-time AutoZoners to operate the entire store—it was a difficult task for those team members to manage it all.

But as soon as Robert (Robbie) Mercer, TSM, heard the news, he volunteered to dust off his SM hat, Put Customers First and work at the store. He opened the store for three days and worked each day until closing. Robbie’s passion and commitment to customers inspired the AutoZoners around him to rise to the occasion.

When TSM, Jon Jackson of the Oklahoma Region learned that Store #513 in Oklahoma City, OK, needed his help one Sunday afternoon, he was happy to lend a hand. The store had a limited number of AutoZoners available to work due to COVID-related issues.

Jon agreed to supervise the store for the week, while SM, James Brickey tried to fill about 30 shifts. When called upon for his help, without any hesitation, Jon said, “I got it.” He covered all the needed shifts. He opened and closed the store, and covered the Commercial counter when needed.

Truck deliveries were put away within 24-hours, Inventory Management and Planograms were also completed that week.

Three other DMs plus SMs, Rosa Moncayo Carrasco and Lauren Whalen and RCSM,

It was an extremely busy week, but under Robbie’s leadership, AutoZoners remained calm and were kept informed.

Robbie showed that he is not afraid of obstacles and is the embodiment of our Value statement, An AutoZoner Always…Cares About People.

Thanks so very much, Robbie!

Bryan Edmonds—sent AutoZoners to help.

Each day, there was a new set of AutoZoners who were unfamiliar with the store but more than willing to help any way they could.

And drivers from other stores showed up to deliver to Commercial accounts.

Thank you, Jon, for your commitment to the store, all while continuing to serve your market.

That’s what 1TEAM is all about!

Creativit y and Shop Towels A popular Facebook post by SM, Ainsley Leblanc at Store #3211 in Rockland, ME, received a lot of positive attention because of her creative blue towel display. Ainsley’s ingenuity and initiative were impressive!

Her post was also timely, as a few recent articles listed blue shop towels as one of the best materials to use for homemade masks.

SM, Ainsley Leblanc, transforms blue shop towels into protective face masks.

Daily Mail article Business Insider article

Sewn with Care SM, Emily Blackford, takes a break from wearing her mask to share a heartfelt smile.

SM, Emily Blackford at Store #2595 in Spencer, IN, sewed handmade masks for all the AutoZoners in the store. The team was grateful to have masks, while they waited on their personal protection equipment (PPE) to arrive from the DC. Emily went the Extra Mile to protect her AutoZoners—thank you!

A Caring Leader In early April, SM, Jason Freer at Store #1825 in Erie, PA, received a call notifying him that a recent customer had tested positive for COVID-19. Jason immediately began making the appropriate calls, sharing the information and safely addressing the situation.

The store closed, and Jason and his team worked diligently to make sure the required deep cleaning and sanitizing steps were done correctly, so they could safely open for business the next morning.

Jason quickly identified the AutoZoner who had helped the customer and asked him to selfquarantine, reducing additional exposure to the team and customers. Jason checked on his entire team of AutoZoners to make sure they weren’t impacted. His constant communication with the team kept them energized and positively motivated.

Thank you, Jason, for being a strong leader and a great team member!

SM, Jason Freer, has what it takes to be a leader.

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KENELE SPELL COMMUNICATIONS SPECIALIST, CUSTOMER SATISFACTION

CUSTOMERS TAKE DO-ITYOURSELF (DIY) TO NEW HEIGHTS

As COVID-19 swept across the U.S. and Stay-at-Home orders were issued, no one really knew what to expect. As AutoZoners, we know that car batteries, brakes, wiper blades and headlights have to be replaced. We anticipated these needs, plus a few other common jobs.

It seems customers under Stay-at-Home orders realized they had more time on their hands and dusted off the old do-it-yourself (DIY) vehicle projects. This, coupled with a new Planogram, contributed to a few surprising top sellers in the Paint and Body Repair categories: • Rust-Oleum Custom Lacquer Paint: an interior/exterior paint that comes in a variety of unique colors such as “neon green” and “electric purple.”

• VHT Engine and Wheel Paint: a Sherwin-Williams aftermarket exclusive “Very High Temperature” paint made for the enthusiast restoring their classic vehicle.

• Rust-Oleum Non-Methylene Aircraft Paint Remover: helps safely remove top and base coats in preparation to lay on a fresh coat of paint.

32 | TUNE-IN | JULY 2020

Professional performance and audio installation shops were closed, and customers had more time to take on projects themselves. The Performance and Electronics categories saw a lift on performance upgrades, especially in the Houston Region: • Performance Air Filters, including high-performance filters that can last up to one million miles and allow for greater air flow.

• Performance Air Kits designed to get more horsepower from vehicles and protect engines from harmful debris; sometimes they just look cooler than the original equipment (OE).

• Stereo: speakers and head units.

Another unexpected increase was Power Sport Batteries and Marine products, which reflects the number of people enjoying outdoor recreational activities that can be enjoyed in smaller groups or solo, such as motorcycle riding and water sports.

AutoZoner, Tim Sebastian, rings up a popular K&NÂŽ Performance Air Filter Kit while the customer waits at a safe distance.

TSM, Reynaldo Valde z from the Central Californi a Region ensures the Duralas tÂŽ Power Sport battery endc ap is front faced and looks gre at.

b Ortega AutoZoner, Jaco ures and at fe explains the us paint rio va of s fit ne be ts to a uc od pr dy and bo customer.

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Safety First

S

afety is paramount in these uncertain times. Many of us noticed that as local restrictions tightened, our customer count began to increase. We can’t say for certain what the primary driver was, but we know factors included stimulus checks, warmer weather, more daylight hours, the need to save money and increased time at home, which allowed people to catch up on overdue vehicle maintenance and projects.

As foot traffic increased, we found that AutoZoners had to become more creative to provide a safe and pleasant shopping experience. The following photo stories are just a few of the many examples of how An AutoZoner Always‌ Puts Customers First.

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AutoZone’s Angels The AutoZone Angels are a reliable team led by PSM, Danyetta (Dani) Foster at Store #2122 in Centerline, MI. The team includes AutoZoner, Brenda Dantzler, Store #2293 in Detroit, MI; and PSMs Breanna Johnson and Alicia Buford, both from Store #2115 in Detroit. With the temporary absence of a SM for Store #2115, these “Angels” came together to ensure the store continued to run safely and smoothly.

(Left to right) The AutoZone Angels: PSM, Breanna Johnson; PSM Anyetta (Dani) Foster; AutoZoner, Brenda Dantzler and PSM, Alicia Buford show off their “designer” face masks.

AutoZoner and customer safety was the number-one priority for these Angels. Dani made masks out of AutoZone Store Dress Code fabric and gave one to each AutoZoner in the store. The Angels also placed markers six feet apart inside the store and on the sidewalk to help promote proper social distancing. They respectfully asked customers to practice social distancing, and the customers responded with appreciation and understanding.

Dani, Brenda, Breanna and Alicia pride themselves on excellent customer service, and we are proud to call them fellow AutoZoners!

AutoZoners set up a tent and barriers to help keep customers safe while waiting to enter the store.

Twoby-Two

Danyetta (Dani) Foster, PSM, designs face masks using AutoZone Store Dress Code fabric.

Customers patiently wait their turns to receive assistance from AutoZoners.

When the city of D’Iberville, MS, restricted businesses to two customers in a store at a time to help create a safer shopping environment, Store #2094 made sure to take care of their customers who were waiting outside. So the team set up social distancing barriers and hand-sanitizing stations outside for customers’ use.

AutoZoners directed customer traffic and offered cold water to the customers who were waiting to enter the store. They also used curbside delivery. Way to go, team!

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RESCUING THE RESCUERS first-responder vehicles and to use them inside their facility. And they needed them fast! The Hazleton DC was out of stock on the blue shop towels, as were many other retailers and suppliers.

HAZLETON DC SUPPORTS FIRST RESPONDERS

Transportation Clerk, Melissa Riddick and Transportation Manager, Chad Whetstone, work as 1TEAM to quickly deliver product to local first responders.

DC Manager, Tommy Tyler and the entire team from the Hazleton DC displayed outstanding service, commitment and partnership with the Allentown Region. The team stretched their limits and used their resources to help a local police department.

The Utica Police Department was in dire need of blue shop towels to outfit their

Frank Glynn, RCSM, sourced a couple of pallets from a local vendor that was near the Hazleton DC. The team at Store #1863 used the outside buy process to purchase the pallets and had them delivered to the DC. Tommy Tyler, DC Manager; Chad Whetstone, Transportation Manager; and Melissa Riddick, Transportation Clerk; worked together to transport the towels to Store #5116 in Utica, NY, within two days of their original request. The team effort ensured the police department had the necessary supplies and generated a $1,200 commercial sale for the store.

Despite the many challenges that have come along with COVID-19, Tommy and his team have continued to demonstrate a commitment to serve customers and the community. The DC has provided a consistent level of service, communication and partnership with the stores they service.

Thank you, Tommy, Chad, Melissa and all the Hazleton DC AutoZoners for Going the Extra Mile for your community and customers—and exceeding their expectations.

AUTOZONERS SHOW APPRECIATION FOR OTHER ESSENTIAL WORKERS

(Left to right) Sagemont firemen are all smiles as PSM, Wes Palmer and CSM, Abel Garza, deliver meals prepared especially for them.

PSM, Wes Palmer at Store #3987 in Houston, TX, wanted to do something to thank local first responders. All the restaurants in the area were closed, so Wes decided to prepare a special dinner for them. He cooked brisket with all the “fixings” for Precinct #2 Constables Office and the Sagemont Fire Department— enough to feed 30 people at each location.

Wes and Able Garza, CSM, delivered the delicious meals to the police officers and firemen who were surprised and

36 | TUNE-IN | JULY 2020 Reminder: Photos were taken at various times and locations. Social distancing and PPE requirements may not have been in effect.

appreciative. Weeks later, the compliments from the first responders continued to roll in about Wes’ gracious deed and tasty food.

He didn’t accept any money or donations for the meals he prepared that weekend.

When the Fire Chief asked Wes why he delivered the meals, Wes simply said that he wanted to say thanks for their hard work and dedication.

And we all say, thank you, Wes, for your hard work and dedication to your community!

SHOWING APPRECIATION

Unit (ICU) nurse volunteer from Indiana.

He asked Ricardo if he could wait on the part and said he’d be taking a nap in his car—the customer had just finished a 12hour shift. Ricardo said that was fine, and he’d let the customer know as soon as the alternator arrived.

A short time later, the part arrived, and Ricardo asked the customer about installation. He had no idea how to do the job himself or where to take his vehicle to get the part installed. Ricardo recognized this as an opportunity to do something nice for this medical professional and offered to install the new alternator to thank the customer for his work as an ICU nurse. The customer was beyond grateful.

Thank you, Ricardo, for taking care of our customers!

CARING FOR ESSENTIAL WORKERS

TSM, Ricardo Rivera was working at Store #1673 in North Bergen, NJ, when a customer asked him to check on an alternator order. Ricardo looked up the order and saw that the part had not arrived yet. The customer was an Intensive Care

On the morning of Tuesday, April 21, a nurse at the University of Texas Medical Branch (UTMB) in Galveston, TX, hit a curb, blowing out her tire. Luckily, she was able to get to Store #1443, also in Galveston, where SM, Kevin Lewis came to the rescue.

The nurse explained she was tired from working long hours and thought she could make it home, but struggled to stay awake.

She was driving a Volkswagen Jetta and did not have the wheel lock to remove the lugs off the tire.

Kevin tried the wheel locks that were in the store, but none of them worked. So he called a Commercial customer and asked if he could help by bringing the correct tools to change the tire. The nurse could not believe that Kevin and the Commercial customer went to those lengths to help her.

The nurse was so grateful, she thanked Kevin over and over! In turn, they thanked her for the work she does every day on the healthcare frontlines—especially during COVID-19.

Well done, Kevin!

SM, Kevin Lewis, Store #1443, goes above and beyond to assist customers.

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BRITTANY EARLS SENIOR PROJECT MANAGER, DC OPERATIONS, CUSTOMER SATISFACTION

DCs , E-COMMERCE FULFILLMENT CENTER AND TRACTOR-TRAILER DRIVERS

A

utoZoners are considered essential employees under locally and federally mandated laws, and our AutoZoners in the DCs and Supply Chain network have embraced the changes to their jobs and work environment. In these photos, you’ll notice that all AutoZoners, including leadership, are wearing gloves and masks and are always social distancing.

DC entrances have also been fitted with temperature-taking stations that are used daily as AutoZoners arrive. These stations were built by our creative DC Maintenance teams to help safely maintain the appropriate distance and to check temperatures at the same time. AutoZoners also began carrying their belongings in clear bags to shorten the time it takes for AutoZone security measures. At every step, our AutoZoners have continued to adapt and thrive in this new and ever-changing environment.

AutoZoner, Iliana Bernadette, Order Puller, prepares to safely pick parts for a store order.

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Jose Serrano, Order Puller, protects himself and others by wearing his Personal Protective Equipment (PPE).

DC Maintenance, Carlito Vega, begins construction on a wall to protect AutoZoners at the Inbound Control Desk.

Stocker, Jesse Conroy, has his temperature checked.

Tractor-Trailer Driver, Lad Holan accepts his delivery packet in preparation for his daily store deliveries.

NIA HUGHES COMMUNICATIONS SPECIALIST, CUSTOMER SATISFACTION

Transportation Advisor, Tammy Eismann, from the Hazleton DC, sanitizes the inside of an AutoZone tractor-trailer between deliveries.

Tractor-Trailer Driver, Kyle Adams is proud to be a part of the Lavonia DC team.

CELEBRATING AUTOZONE’S ESSENTIAL DELIVERYDRIVERS

A

utoZone would like to thank all AutoZoners who have worked tirelessly during the COVID-19 pandemic, while taking care of loved ones and adapting to new requirements.

We would especially like to recognize all essential AutoZoners on the frontlines who continue to deliver WOW! Customer Service to our stores across the country. While they have always been essential to AutoZone, we acknowledge that these AutoZoners have had to do their jobs under conditions unlike anything we have ever experienced.

Transportation Manager, Chad Whetstone is proud of his team at the Hazleton DC.

Kyle Adams, a Tractor-Trailer Driver out of Lavonia, GA, will celebrate 20 years with AutoZone in September.

He delivers parts and products across the Southeast Region to areas such as Atlanta, GA, and Charlotte, NC. According to Kyle, despite adjusting to new processes due to COVID-19, his morale remains high.

“For me, it’s been business as usual,” Kyle said. “Of course, I’ve been more careful and taking precautions with personal protective equipment (PPE), hand sanitizer and maintaining social distancing. I’m just thankful that AutoZone is still open for business when many companies aren’t. Some of my friends who drive trucks are out of work right now.”

Transportation Manager, Chad Whetstone knows all too well what his team encounters over the open road.

He began his career at the Terrell DC in January 2007 and currently manages 61 truck drivers at the Hazleton DC. His drivers have had to go to the areas hit hardest by COVID-19, such as New York City, Philadelphia and Boston.

Since the beginning of the pandemic, Chad has made sure everyone has what they need to carefully do their jobs, including professionally cleaned and sanitized trucks.

“There have been schedule changes with some drivers going to stores they’ve never delivered to before and doing so safely.

We were collision-free for 54 days,” Chad said. “They’re also working around state curfews; however, they’re still keeping their energy high through it all.”

Chad’s team is grateful to have Emergency Time-Off (ETO) and Paid Time-Off (PTO) available as needed.

Overall, he is impressed at how the drivers, clerks, advisors and Truck Maintenance Facility team have risen to the challenge in the face of adversity.

“I’ve always known I had a great team, but my team has come together like a big machine—all moving in the same direction. There hasn’t been any pushback whatsoever,” Chad said.

“I’ve heard that the drivers and stores are closer than before, even with limited contact and interaction. I’m tremendously proud of my entire team.”

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KENELE SPELL COMMUNICATIONS SPECIALIST, CUSTOMER SATISFACTION

THE“HEARTANDSOLES” OFAUTOZONE F

or the third consecutive year, AutoZone participated in the 2020 Mid-South VIRTUAL Heart Walk and Red Dress Dash, delivering notable fundraising results for the fight against heart disease and stroke. AutoZoners raised more than $22,000 in support of the American Heart Association’s (AHA) mission, earning AutoZone the distinction of being named the number three fundraising company in the Mid-South.

What’s most noteworthy about this year’s Heart Walk is that it was a virtual event—and that the fundraising total was the result of a campaign that was cut short due to the pandemic. Despite these challenges, AutoZone’s Team Heart and Soles, led by Vicki Sledge, Senior Training and Development Advisor, earned the number two spot among participating Mid-South teams.

Before social distancing rules at the Store Support Center (SSC), you could find Vicki rallying AutoZoners to participate in the Heart Walk.

Vicki said she is passionate about this cause because it has affected so many of her family members. Her commitment to bring awareness to heart disease gave her opportunities to promote the Heart Walk outside of SSC walls. The AHA invited Vicki to speak at their MidSouth Leadership Meeting and Breakfast, where a local news station interviewed her to kick off Heart Month in February.

“Our team is dedicated to the community,” Vicki said proudly, “and I feel honored to have the opportunity to give back by participating in worthy causes and organizations.”

Vicki has been a top walker for the past three years, raising more than $1,000 each year. She is a three-year AutoZoner and the 2019 SSC Ray of Hope award winner.

Since 2018, AutoZoners have raised more than $50,000 for the Mid-South Heart Association through individual donations, fundraising activities, company-matched gifts and grants.

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(Left to right) Senior Compliance Specialist; Manager, Enterprise Training, Will Parker; Event and Meeting Planner, Kimberly Wright; DHRM, Dawn Devereaux; Senior Training and Development Advisor, Vicki Sledge and Benefits Supervisor, Tracie French attend the Mid-South Leadership Meeting and Breakfast in Memphis, TN.

Behind the Lens KENELE SPELL COMMUNICATIONS SPECIALIST, CUSTOMER SATISFACTION

The warm glow of a spotlight fills a corner of the Lexington, TN, Distribution Center (DC) as AutoZoners fulfill orders and prepare shipments. A small team sets up to film—switches are flipped, microphones are tested, and a script is uploaded and ready to scroll on the teleprompter. Poised in position, Bill Rhodes, Chairman, President and CEO, stands prepared for the signal.

A red light flashes on the top of the camera as Creative Media Advisor, Tyler Cole takes up residence behind the tripod. With a hand raised, he begins the countdown… “Three, two, one, action!”

This has been a familiar scene at AutoZone as Bill and other members of the Leadership team film updates related to COVID-19 and to say thank you.

Our Senior Leadership, Legal, Government Affairs, Communications, Marketing and Training teams have prepared and shared content across the business on the AutoZone Intranet, E-Commerce site, social media platforms and beyond. Video messaging has increased to keep AutoZoners and customers informed.

As part of his role, Tyler provides internal video and graphic design support for the Training team, internal leadership communications and, most recently, the COVID-19-related videos. He takes the ideas and thoughts of stakeholders to creatively bring their visions to life. Recent projects include the Curbside-Pickup Training and Fix Finder™ Customer HowTo videos. He is also the creative mind behind the new Store Support Center (SSC) Virtual Tour.

Tyler began his AutoZone career about four years ago as a Commercial Sales Support Specialist, providing training support to the Commercial team. His primary responsibilities then included creating Selling Skills, Period Focus and Merchandising Minutes videos for the TSMs. His current role has allowed him opportunities to interact with AutoZoners from various functional areas, which he enjoys.

Tyler uses AutoZoners in the training videos and benefits campaigns, and often relies on the Store Operations team to ensure that processes and Store Dress Code attire are correct.

“It has been a great experience to work with the Marketing team and demonstrate that we have the internal resources to create quality content,” Tyler mused.

Tyler is most inspired by his work on Bill’s video messages. “These feel the most impactful of all the videos I’ve worked on because we shot these videos in Store #2074 and the Lexington DC amid the pandemic.

It has given me a different perspective and appreciation for the extraordinary work AutoZoners do every day,” explained Tyler.

“No matter the topic of the video, my main focus is always to create content that is going to be engaging and something that AutoZoners will appreciate.”

His recent collaboration with the Marketing and Store Operations teams on the Fix Finder Customer How-To video allowed both departments to collaborate and demonstrate a process to best support the needs of customers and AutoZoners.

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INDUSTRY NEWS ACCESSTOANDCONTROL OFVEHICLEDATA For years, On-Board Diagnostics (OBD-II) has granted vehicle owners and technicians access to vehicle data to help with maintenance and repairs. Every day, AutoZone stores use OBD-II tools as part of our Fix Finder™ service to scan customers vehicles and provide Trustworthy Advice to customers by recommending the right parts and services based on the vehicle data.

In this digital age, modern car vehicle data is now collected wirelessly and transmitted directly to vehicle manufacturers only — with technology known as telematics. Similar to your smartphone, computer and many other devices, newer model vehicles are also constantly gathering data including: • Driving behavior such as steering, acceleration and braking • Important repair and maintenance data • Global positioning system (GPS) location • Vehicle health such as fuel use, emission hours, engine hours and more The Your Car. Your Data. Your Choice™ campaign, in conjunction with the Auto Care Association, has continuously advocated for consumer access to and control of vehicle data. Members of the auto care industry depend on this important data to help with maintenance and repairs — and a restriction of data to manufacturers only could lead to inconveniences, greater costs and fewer vehicle repair options for customers.

As part of the Auto Care Association, and to help our Do-ItYourself (DIY) and Commercial customers, AutoZone is actively supporting this initiative to ensure the right to transparency of data collected from vehicles. The full campaign helps our business and our customers by representing the interests of all drivers, individual car owners and the independent aftermarket industry that serves them.

For more information and to support, please visit Your Car. Your Data. Your Choice.

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AUTOZONER ASSISTANCE FUND EVERY SINGLE DOLLAR COUNTS GIVE

GIVE

GIVE

GIVE

$1

$2

$5

$10

PER PAY PERIOD

PER PAY PERIOD

PER PAY PERIOD

PER PAY PERIOD

HELP AUTOZONERS WHEN LIFE HAPPENS If every AutoZoner committed to a small gift each pay period, we would be able to help more AutoZoners in need.

UNEXPECTED FUNERAL

NATURAL DISASTER

HOUSE FIRE

Consider giving up the amount of an everyday item to help make a difference in an AutoZoner’s life. Example: For the price of a slice of pizza ($1), a soda ($2), a cup of coffee ($5), or a movie ticket ($10), you could help a fellow AutoZoner in need. You can truly make a difference. It’s easy.

MAKE A CONTRIBUTION THROUGH E-CHARITABLE OR PERSONAL CHECK TODAY You can reach the AutoZoner Assistance Fund by phone, fax, and email: Phone: (901) 495-6198 / Fax: (901) 495-8300 / Email: Assistance.Fund@AutoZone.com TUNE-IN | 43

AUTOZONER

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SNAPSHOTS

TUNE-IN | 45 Reminder: Photos were taken at various times and locations. Social distancing and PPE requirements may not have been in effect.

THANK YOU, AUTOZONERS!

Bill Rhodes (left) and Tom Newbern (right) send their sincere appreciation to AutoZoners companywide.

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