Tune-In Winter 2021

Tune-In A PUBLICATION FOR AUTOZONERS ABOUT AUTOZONERS

Winter 2021

WI NT E R 2 02 1

Spring Hiring Five Ways to Find Great AutoZoners

AutoZoners Give Back

Page 26

Page 16

Congrats!

CONGRATULATIONS, FY2020 Doc Crain and J.R. Hyde Senior Award Winners!

Page 2727 Page

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

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

We know our parts and products.

We know our parts and products.

Our stores great!

Our stores look look great!

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

An AutoZoner Always...

An AutoZoner Always...

CUSTOMERS PUTS PUTS CUSTOMERS FIRSTFIRST

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

Understand your your customers’ needs andtheir solve their problems.

Treat each customers’ needs and solve problems.

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

PEOPLE CARESCARES ABOUTABOUT PEOPLE

Treat with people with and dignity and respect.

Recognize great work Treat people dignity respect.

Recognize great work and provide feedback.

Demonstrate for and provide frequentfrequent feedback.

Demonstrate concernconcern for others and your community. a safe environment. others and your community.

Create aCreate safe environment.

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

STRIVES FOR EXCEPTIONAL PERFORMANCE STRIVES FOR EXCEPTIONAL PERFORMANCE

Be accountable andyour honor your commitments. in a manner Be accountable and honor commitments.

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

Use resources of the highest legal and ethical Use resources wisely and promote culture thrift.

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

ENERGIZES OTHERS ENERGIZES OTHERS

Share your passion for the business.

Generate enthusiasm, Share your passion for the business.

Generate enthusiasm, others and promote innovation.

Listen and assume motivatemotivate others and promote innovation.

Listen and assume in others. positivepositive intent inintent others.

EMBRACES DIVERSITY EMBRACES DIVERSITY

Welcome each individual’s differences and unique Welcome each individual’s heritage,heritage, differences and unique Buildwith teams with diverse thoughts, skills, knowledge qualities.qualities.

Build teams diverse thoughts, skills, knowledge and backgrounds.

Value ideas and opinions of others. and backgrounds.

Value the ideastheand opinions of others.

TEAMS SUCCEED HELPSHELPS TEAMS SUCCEED

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

Strive for lead. Belead. a reliable and supportive team member.

Strive for andcommunication. clear communication.

Placegoals teamover goals over accurateaccurate and clear Place team personalpersonal goals. goals. ©2020 Inc. All rights reserved.

AutoZone, AutoZone & Design, ALLDATAmarks are registered marks of AutoZone or one of its affiliates. ©2020 AutoZone, Inc. AllAutoZone, rights reserved.

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

AutoZone by the Numbers: (November 21, 2020)

6,590

12

(5,924 in the U.S., 621 in Mexico and 45 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.

5,043 DOMESTIC COMMERCIAL PROGRAMS

100k+

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.

©2021 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.

06 16 22 32

Contents 06

13

21

AutoZone Commercial, 25 Years and Counting

Going the Extra Mile

08

Five Ways to Find Great AutoZoners During Spring Hiring Season and Beyond

22

18

23

In Their Own Words: Commercial Sales Managers

10 Serving Our Commercial Customers Faster with New Commercial Technology

16

AutoZone Goes into Overdrive with New Retail Acceleration Initiative

19 Customers Always Write

Lexington DC Drivers Hit the Safety Mark One Million Miles at a Time

The St. Jude Thanks and Giving Campaign

Helping AutoZoners and Their Families Build Mental Wealth and Strengthen Resilience During COVID-19

24

28

Prescription Price Relief Has Arrived

Recognizing AutoZoners in Unprecedented Times

25

29

Spotlight on Resources That Can Lower Your Prescription Costs

Milestone Anniversaries

32

26

New Duralast Elite Is Here!

AutoZoners Give Back

33

27 Congratulations, FY2020 Doc Crain and J.R. Hyde Senior Award Winners!

Get Excited for Tax Time Selling Season!

34 Industry News

From the Desk of Bill Rhodes

Dear AutoZoners, Thank you for what you do each and every day for your fellow AutoZoners, our customers, and the communities we serve.

As we turn the page on calendar year 2020, I hope that you and your loved ones are safe and sound. Aside from health and safety being the top AutoZone priority, it is critically important that we remain guarded about health and safety both at work and in our personal lives.

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.

Fiscal year 2021 (FY21) continues to be the most interesting of times. It is during these times that I am reminded that AutoZone, unlike many organizations and companies, doesn’t have a “vision statement” or “mission statement” — instead, we have a PLEDGE, which starts with “AutoZoners always put customers first!” As an essential business, whether during natural disasters or a global pandemic, we are absolutely committed to ensuring that our customers, the motoring public, can safely and responsibly operate their vehicles.

I am so pleased to report that your commitment to always putting our customers first remains awe-inspiring and our performance continues to be historically strong. In fact, FY21 Q1 was the second best quarter in our modern history as an organization. For the quarter, our same store sales were up an impressive 12.3%. In the face of COVID-19, you have been able to deliver double-digit same store sales growth for two consecutive quarters. That’s stunning!

Both our Retail and Commercial businesses were very strong in Q1. Retail, which remains our bread and butter, was up by approximately 13% in same store sales.

Commercial, which represents our single largest growth opportunity, was up 12% for the quarter. Our accomplishments have been a tremendous 1TEAM effort.

Congratulations Team!

So, what’s next?

Without exception, our top focus has to remain on the health and safety of our customers and AutoZoners. Remember, the day before Thanksgiving, we announced some exciting changes to Emergency Time Off (ETO) benefits and Paid Time Off (PTO) for eligible AutoZoners. Those changes amounted to a $50 million investment in you and to provide you with additional flexibility in calendar year 2021. We also unanimously made those decisions to make certain that we “walk the walk” on our commitment to your health and safety.

Yes, I am encouraged by the vaccines being distributed and believe that we are rounding the corner when it comes to the pandemic. But, today, we are still seeing a critical number of COVID-19 cases and I cannot stress enough the importance of following all, 100%, of the health and safety guidelines we have in place. This means wearing your masks appropriately (covering your mouth, nose and chin at all times), frequently washing your hands and using hand sanitizer, avoiding gatherings, not eating with your fellow AutoZoners and always appropriately social distancing.

Our customers are counting on you to be AutoZone Strong!

As we exit winter and move to our vitally important Spring Selling Season, remember that we are America’s #1 Battery Destination!

Products such as batteries, lighting, brakes, starters and Duralast hard parts will continue to be in high demand. So, let’s stay connected to the needs of our customers.

This means performing free battery testing, assisting with Fix Finder and always providing Trustworthy Advice. And, for our Commercial team, continue to leverage your handhelds to save time and create even more value for our customers.

I hope you enjoy this edition of Tune-In as we recognize AutoZoners celebrating Milestone Anniversaries, highlight 25 years and counting for our Commercial business and share many stories about your extraordinary efforts. You will also find a special feature on AutoZoners giving back.

AutoZoners, it is truly an honor to work alongside each and every one of you. And, as 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

AUTOZONER SNAPSHOTS

TUNE-IN | 5

We proudly celebrate the 25th Anniversary of AutoZone Commercial. What started as the company’s first Commercial program in FY96 in Germantown, TN, has evolved into a more than $2.7 billion business.

Take a look at how AutoZone Commercial has forged ahead over the years and learn why, even today, it is our largest single growth opportunity TRACY HOUSTON MANAGER, COMMUNICATIONS, CUSTOMER SATISFACTION

Commercial program begins. By the end of FY96, Commercial programs were in nearly 1,200 AutoZone stores.

Commercial becomes profitable.

Commercial drivers travel more than two million miles.

AutoZone Commercial becomes one of the top five wholesalers in the U.S.

Commercial same store sales increase by 11%. The program focuses on relationship building, branded parts availability and leveraging Hub and “spoke” stores (known as feeder stores today) to improve delivery times.

FY96 FY97 FY98 FY01 6 | TUNE-IN | FEBRUARY 2021

Promising first year for AutoZone Commercial (1996)

Original AutoZone Commercial trucks

Delivering the Right Parts (2004)

Helping a customer evaluate inventory needs (2006)

AutoZone de Mexico Commercial truck (2009)

AutoZone continually evolves to better serve our customers (2010)

Boasting the benefits of Duralast products, available exclusively from AutoZone (2016)

Commercial customer visits AutoZone store (2017)

Commercial Sales Manager (2020)

Happy 25th Commercial Anniversary, AutoZoners! The best is yet to come!

First AutoZone Commercial program in Mexico opens at Store #7001 in Nuevo Laredo.

FY05

Commercial celebrates its 10th year with $700 million in sales and 1.5% market share.

Personal Digital Assistants (PDAs) are introduced, leading to the development of customer-level key performance indicators (KPIs) and actionable data.

FY06

Commercial celebrates its 15th year and surpasses $1 billion in sales; 59% of U.S. stores have a Commercial program.

FY11

Commercial celebrates its 20th year. 83% of U.S. stores and 100% of International stores have a Commercial program.

FY16

AutoZone Commercial celebrates 25 years of service! U.S. business has 4% market share. Programs operate in 85% of U.S. stores and 100% of AutoZone de Mexico and AutoZone do Brasil stores. We remain focused on growing the business by building and maintaining strong customer relationships, offering quality products, committing to on-time deliveries and leveraging new advancements in technology to improve accuracy and customer satisfaction.

FY21 TUNE-IN | 7

KENELE SPELL COMMUNICATIONS SPECIALIST, CUSTOMER SATISFACTION

In Their Own Words: Com mercial Sales Managers

Relationships matter, and as we often hear at AutoZone, “People buy from people, not businesses.”

Check out what these stellar Commercial Sales Managers (CSMs), with nearly 100 combined years of AutoZone experience, have to say about developing and maintaining strong customer relationships and the AutoZone tools they use to close deals!

STEPHEN ARD, CSM, STORE #139, HATTIESBURG, MS, NEW ORLEANS REGION, 28-YEAR AUTOZONER In-person visits are essential to put a face with a name. It’s also important to not only deliver orders but deliver on what you say you are going to do and when you say you will do it.

Never take the customer for granted. Be careful and vigilant with customer service and keep the communication lines open. If I don’t know about a problem, I can’t fix it.

GILBERT SUNGIA, CSM, STORE #4252, AUSTIN, TX, AUSTIN REGION, SEVEN-YEAR AUTOZONER I really like 10x10 Calls, which is when you make 10 calls before 10 a.m. There is more to it than just making calls. It is about finding opportunities. In the morning, ask what’s in the customer’s bay and offer parts to support the job and then reach out again at the end of the day to find out what the customer needs the next morning.

I want my new customers to know that I am here to help grow their business in partnership with them. It’s not a one-way street. I explain the parts warranties and make sure they are aware parts availability is not limited to just my store, but extends to the entire network of U.S. stores.

8 | TUNE-IN | FEBRUARY 2021

JORGE ALANIZ, CSM, STORE #2762, PHOENIX, AZ, PHOENIX REGION, EIGHT-YEAR AUTOZONER First impressions are huge! Take advantage of the first opportunity you have to gain the customer’s trust. When making a sales call for the first time, let them know that it’s easy to do business with AutoZone because of the great programs we offer, such as ProVantage, labor claims, pricematch guarantee, warranties and all the brand offerings.

GABRIEL RODRIGUEZ, CSM, STORE #2858, STOCKTON, CA, NORTH CALIFORNIA REGION, SIX-YEAR AUTOZONER My goal is to create an open line of communication between myself and the customer, and my team and the customer. The team includes the Store Manager, Territory Sales Manager and Commercial Specialists who also interact with the customer. I want the customer to trust that the store team is qualified and capable of answering their questions when I am not available.

My favorite tool is Nexpart because it gives me another opportunity to say, “Yes! We’ve Got It,” and get parts to customers quickly—the next day in most cases.

EDUARDO SOSA, CSM, STORE #5455, LONG BEACH, CA, LOS ANGELES REGION, 10-YEAR AUTOZONER Try to be the customer’s right-hand person and let them know they can rely on you to help them find the parts they need. I always ask myself, “How can I get this part?” Then, I use all the tools I have to find the parts that competitors cannot.

When customers use a nickname for a part I’m unfamiliar with and it’s not listed in AutoZonePro.com or Nexpart, I use Google® to help with the identification. Using the customer’s vehicle year, make and model (YMME), and a picture of the part, if available, I search various websites until I find a part number. I then enter that number into the interchange and cross-reference it to our part number. Most times, we have the part the customer is looking for in stock!

DAURYS LORENZO, CSM, STORE #419, ORLANDO FL, CENTRAL FLORIDA REGION, NINE-YEAR AUTOZONER Always be honest and show knowledge about AutoZone’s parts and services. Always close the sale with a happy customer.

Never say “NO” to a customer, and use all the internal and external sources available to find what the customer needs. I always use ProCore, Z-net®, Source IT Nexpart, AZTool1 and ToolWEB to find parts for my customers.

JESSICA BUSH, CSM, STORE #672, LAWRENCE, IN, INDIANAPOLIS REGION, 12-YEAR AUTOZONER I like to introduce new customers to my team, which includes the Commercial Specialist and Commercial Drivers. I always say that drivers are the face of the program. They must be courteous when making deliveries or picking up returns and friendly with technicians. We also learn our customers’ expectations and then mold ourselves to meet those expectations, whether it’s quick delivery or competitive pricing.

I think we are more in the concierge and people business rather than the parts business. My favorite tool is “Outside Buys” (OSB) because you can usually locate those hard-to-find parts. For example, when a customer needs a hardto-find tie rod, and the competitor can’t get it, but you find it quickly through an OSB, you’ll get a customer hooked!

That customer will continue to call once you extend and prove yourself to be that intermediary/concierge.

MAKISHA DOLMAN, CSM, STORE #4781, WEST LONG BRANCH, NJ, PHILADELPHIA REGION, 17-YEAR AUTOZONER Communication and follow-up are the number one priority. Our customers expect excellent customer service, but it’s important that we also show our appreciation for their business. We have to earn our customers’ trust and form a true business partnership with them.

I make sure all my accounts are familiar with the labor claim process. It’s a great tool because it shows AutoZone cares about our Commercial customers’ business reputation. I also use the Shop Referral Program with retail customers. Often, customers come in for the check engine light service and then require the help of a professional repair shop. It’s another way we show our commitment to our shops and our Do-It-Yourself (DIY) customers.

TUNE-IN | 9

ADAM PRITCHETT SENIOR PROJECT MANAGER, COMMERCIAL STRATEGIC INITIATIVES, CUSTOMER SATISFACTION

Serving Our Commercial Customers Faster with New Commercial Technology

10 | TUNE-IN | FEBRUARY 2021

A

key aspect of shops’ profitability is productivity, that is, their ability to “turn” their bays— moving vehicles in, repairing them and moving them out quickly. To maximize productivity, shops must quickly diagnose vehicle issues, source needed parts and complete installations. AutoZoners play a key role in helping shops’ turn their bays by accurately picking parts and delivering parts fast.

Delivery Time begins the moment

a shop places an order over the phone with an AutoZoner or online through AutoZonePro.com. Delivery Time consists of two components—Dwell Time and Drive Time.

Dwell Time is the TOTAL amount of

time it takes to process an order in-store, beginning when the order is submitted and ending when the assigned driver starts the delivery on the Bringg Driver application. Reducing Dwell Time is the most important way to improve overall delivery times.

Here are some ways to reduce dwell time: • Make sure you have the right mix of full- and part-time drivers and schedule appropriately.

• Ensure drivers always have the Bringg app open on the handheld device when they are on shift.

• Create and maintain a sense of urgency around picking Commercial orders.

• Pick and stage orders so drivers can pick up the next delivery as soon as they return to the store.

• Have an organized staging area to help drivers get out the door as quickly as possible.

• Only assign orders to drivers when they are in the store (assigning before they return to the store negatively impacts reporting).

• Leverage the Open Tasks Monitor to follow up with the Commercial team about the status of undelivered orders, especially orders that have moved to yellow status (pending seven to 15 minutes) or red status (pending greater than 15 minutes).

Drive Time begins when the driver taps

“Start Delivery” in the Bringg app and ends when the driver taps “Proceed to Next Stop” or “Complete and Return to Base” in the Bringg app.

ORDER LIFECYCLE TUNE-IN | 11

TIPS FOR YOUR COMMERCIAL TEAM TO REDUCE OVERALL DELIVERY TIMES THROUGH THE LIFECYCLE OF AN ORDER ORDER LIFECYCLE COMMERCIAL Z-NET®: • For delivery orders, ensure the delivery option is “yes” so the order appears in Bringg. For pick-up orders, select delivery option “no.”

• Quickly verify that the parts ordered are available. If the parts must be obtained through Sister Store, Hub/MegaHub, Vendor Direct Parts (VDP) or Outside Buy (OSB), promptly let your customers know about the additional delivery time needed.

PICKING: • Listen for the “ding” alert on the handheld, notifying you that new orders are ready to be picked.

• Frequently check the picking app for pending orders.

• CSMs should use the TC75 or picking desktop app to pick orders while drivers are out on delivery.

• Scan items with the handheld to ensure the right part is picked.

BRINGG: • Ensure orders are listed in the sequence being delivered.

• Bundle orders on the same delivery run that are going to the same shop.

• Utilize handheld device mounts in vehicles for hands-free driving, and use Google maps to get recommended delivery routes based on current traffic conditions.

• Tap “Start” in the Bringg app when leaving the store.

• Complete the delivery in the Bringg app before proceeding to the next stop or back to the store.

• Do not leave the handheld device in the vehicle.

DRIVER RETURNS: • Use the Driver Return app to reduce the time to pick up and process a return.

This does the following: • Helps AutoZoners return to the store more quickly.

• Increases a shop’s available AutoZone Credit to allow more purchases.

• Allows AutoZoners to spend more time generating sales and picking orders.

12 |

For additional Commercial technology FAQs and best practices, refer to the Commercial job aid located on DOC / Commercial Home / Commercial Job Aids TUNE-IN | FEBRUARY 2021 / Commercial Technology FAQs and Best Practices.pdf.

GOING THE EXTRA MILE CUSTOMERS FIRST One morning, a customer came into Store #1546 in Aransas Pass, TX, with a bad battery.

AutoZoner Ethan Mitchell, quickly greeted the gentleman and offered his assistance. During the battery testing process, Ethan confirmed the battery was indeed dead, but explained that he could not install a new battery for the customer because the battery was located under the wheel well. Ethan recommended a shop that could install the battery for the customer.

The customer was so pleased that he came back to tell us how much he appreciated Ethan’s politeness, helpfulness and patience. He also shared how impressed he was that Ethan “took the time needed to ensure I had all needed information to have the shop change the battery and went out of his way to help me by offering to jump-start my car.”

IT’S A HAIL MARY Recently, a customer called AutoZone and shared her experience with Parts Sales Manager, Mary Shannon, at Store #4203 in Willis, TX. One Sunday, the customer was traveling through Willis when her alternator gave out. To determine if the vehicle had a 135-amp or 160-amp alternator, Mary needed the vehicle identification number (VIN) to ensure she sold the customer the correct part. The customer had her registration and insurance papers with the VIN on them. Mary found the correct alternator for the vehicle and recommended a shop that was open on Sundays to install the part. Late the following day, the customer called Mary at the store in a panic. It seems she had left her vehicle registration, proof of insurance and other important documents on the counter. Mary could sense the customer’s anxiety and told her she would help find the documents. Mary searched all the trash cans, backroom, office, safe, etc., but did not find the items. Understanding and empathizing with her customer’s distress, Mary had one last idea about where the documents may have ended up—the dumpster. Luckily, it had not been picked up, so Mary searched through the dumpster and found the documents. The customer was so excited and appreciative to have someone go to such lengths to help another person.

TUNE-IN | 13

WOW! CUSTOMER SERVICE THAT’S TWICE AS NICE

After stopping by Store #6741 in State College, PA, for an oil change kit and filter wrench, a customer headed home to complete his oil change. Unfortunately, luck was not on his side; the oil wrench he had purchased did not fit. The customer drove back to the store to get another wrench, and then returned a third time because the wrench crushed the old oil filter. Parts Sales Manager, Kevin Todd, and AutoZoner, Brian Walters, assisted the customer in completing the oil change after their shift ended.

Territory Sales Manager, Steven Gomez, from the Austin Region, shared his appreciation for the incredible support Commercial Driver, Hasissam “Sam” Abaz at Store #4252 in Austin, TX, provides to continually WOW! our Commercial customers. “Every time I’m at this store, Sam is always encouraging fellow Commercial Drivers to sell, and he makes sales on his delivery as well. Today, for example, he sold 72 quarts of oil to a shop. I asked how he accomplished this, and the Commercial team explained, it’s just something that he does every day.

After hearing Sam encourage his fellow AutoZoners to actively sell during their deliveries, I wish we had more drivers like him.” Sam receives frequent compliments from customers and fellow AutoZoners. He is a shining example of what it means to be an AutoZoner.

JESSY SAVES THE DAY

Territory Sales Manager, Todd Walker, from the Austin Region, was pleased to receive a text from Commercial account, Stephen’s Diesel, about Commercial Driver, Patricia Slaughter at Store #1587 in Brenham, TX. And here is what the customer had to say about Patricia: “Todd, I just wanted to let you know how much I love Patricia’s dedication to my shop, always doing her best to keep us going around here.

She consistently goes above and beyond to always make sure we are good.” Patricia always gives that extra effort to take care of her customers. She exemplifies what it means to LIVE the Pledge.

MIGUEL A MEGAHERO AT THE MEGAHUB

SELL IT SAM

As Order Puller, Jessy Flores at Store #6707 in Charlotte, NC, prepared to leave on his Hub route to Winston-Salem, NC, a customer knocked on the door. Due to COVID restrictions/protocols, the store was not open at the time. Jessy spoke with the customer, learning that the man’s vehicle had broken down. Because there was a train across the street, the road would not open for another hour. The customer had his daughter with him and needed to get home. Jessy, a very compassionate person, downloaded the Uber app and paid for the customer and his daughter’s ride home out of his own pocket. Care and concern for others’ well-being is not a new concept for Jessy; it’s who he is each and every day.

14 | TUNE-IN | FEBRUARY 2021

PATRICIA IS LIVING THE PLEDGE

Many of us experience the “joy” of moving at some point in our lives. It is a lot of hard work, and there are so many details that make it easy for something to go awry in the shuffle. Regrettably, AutoZone is no exception to those “joys.”

This past fall, Store #3292 in Philadelphia, PA, relocated. The first part of this heroic tale begins with Set-Up Crew Supervisor, Darin Cooke, who was both thankful and honored to work with MegaHub Store Manager, Miguel Rivera, on the relocation project.

“Miguel continually went out of his way to provide support for the project. He scheduled himself and several members of his team to come outside of store hours to help, and from the beginning, Miguel arrived every morning between 4 a.m. and 6 a.m. to help ensure a successful move. The initiative and effort this man delivers are outstanding. His support, work ethic and respect for the job are out of this world. It has been an honor to work with him on this project, and I hope to have the opportunity to work with him again.”

Ahh, but Miguel’s heroics didn’t stop there, as we learned from Store Manager, Sarah McClellen, at Store #3288 in Magnolia, NJ. As the relocation was wrapping up, Sarah experienced some confusion around which MegaHub should be delivering to her store. She knew that Miguel’s store was scheduled to begin delivering the next day, but with a Commercial customer in immediate need of a part that had not been delivered, Sarah called Miguel for help.

When Miguel learned the order was lost in the changeover, he said, “no problem, I will drop it off on my way home,” which Sarah noted was out of his way.

CARE, CONCERN AND COOLANT CREATE A CUSTOMER FOR LIFE

Recently, AutoZoner, Demetris Ludd at Store #3209 in Milford, CT, helped a customer select and install a battery. The happy customer left the store pleased with the service she had received. Sometime later, Demetris received a phone call from the same customer, who was on the side of the highway, saying her car was smoking.

Demetris asked if the customer felt she could safely return to the store, which the customer could and did. When she arrived, Demetris quickly went to the customer’s vehicle to see if he could help resolve the problem and allow the customer to get home safely. In the process, Demetris noticed the customer was experiencing some difficulty walking and stopped to make sure she was comfortably seated while he checked and added coolant to the vehicle. Demetris’ actions are the very essence of our Values and what it means to LIVE the Pledge.

RIGHT PLACE, RIGHT TIME, RIGHT AUTOZONER

AUTOZONERS HELP KEEP FRONTLINE WORKERS SAFE

Recently posted on the Delaware, OH, Police Department’s official Facebook page.

“A big THANK YOU to Eddie Rowe and his staff at AutoZone. They coordinated a donation drive that resulted in over 120 gallons of hand sanitizer being donated to the Delaware Police Department, Delaware Fire Department, Delaware Public Works, Delaware City Schools and the TriTownship Fire Department.”

Click here to see full Facebook post.

While Parts Sales Manager, Robert Prawatsrichai at Store #2102, Lansing, MI, was picking up his schedule, a potential customer stopped him in the parking lot needing help with a serpentine belt. Robert walked across the street to look at the vehicle and discovered the belt was wrapped up in the pulleys and no longer usable.

Robert helped the man remove the old belt and clean up the debris, and then came into the store and found the belt the customer needed. After Robert installed the belt, the customer was able to continue on their way.

The customer was completely blown away that Robert was willing to help a stranger on his personal time.

TUNE-IN | 15

KENELE SPELL COMMUNICATIONS SPECIALIST, CUSTOMER SATISFACTION

FIVE WAYS TO FIND GREAT AUTOZONERS DURING SPRING HIRING SEASON AND BEYOND “It takes a village”

of hiring managers, District Managers (DMs), Regional Human Resources Managers (RHRMs) and other human resources (HR) representatives to keep AutoZone Stores and Distribution Centers well-staffed and productive. Hiring is a year-round effort. As summer selling season ramps-up, spring hiring season is sure to be especially busy for our “village.”

We reached out to our recruiting experts, including some FY20 RHRMs of the Year, to learn which best practices produce the best results.

The AutoZone Recruiting Toolbox + A Splash of Creativity = Hiring Success!

1 Meet Candidates Where They Are. Diane Worley, RHRM, Seattle Region, shares a communication method that works: “We’ve found that texting applicants tends to get a better response rate versus calling on the phone. When we’re hosting a job fair, we send a text message blast to inform the applicants about the event, and more people show up than when we don’t send a text message.”

16 | TUNE-IN | FEBRUARY 2021

Dawn Brandenburg, RHRM, Louisville Region, highlights how our customers can become candidates: “I teach people to recruit over-the-counter, which is where we get the ‘biggest bang for our buck.’ I explain to hiring managers and AutoZoners that, on average, a store sees 600 to 800 customers a week…who better to put the word out in the community about AutoZone’s hiring than our regular customers?

“We print stacks of recruiting flyers and bag stuffers (primarily known as ‘conversation starters’) on colorful paper, and, since COVID, we also post them on the inside of the plexiglass at the counter. Our customers come in, we sell, perform WITTDTJR® (What It Takes To Do The Job Right), check out customers, follow the six steps, then as a parting shot, we point to the ‘conversation starters’ and ask if they know anyone looking for a part-time job.”

Matt Pulcini, DHRM, Allen Division, agrees this is a great recruiting tactic and explains further: “We’ve also seen success by recruiting from our customer base and placing ‘Now Hiring’ tables in high-traffic areas of the store. The tables are set up with ‘conversation starters,’ bag stuffers and the recruiting tools that are easily at our disposal. We make sure that our AutoZoners are communicating with customers about our openings and are including the bag stuffers with the purchased items.”

2 Get Back to the Recruiting Basics.

Lori Casson, RHRM, Las Vegas Region, describes how she is working to change the habits of the hiring team: “One of the best practices occurring in our Region is making sure to follow up with applicants within two weeks after receiving their application. DMs teach Store Managers how to use eHire to review applications received during the previous 14 days, prescreen candidates and conduct proper interviews under social distancing guidelines. We’re just going back to basics.

“My team had an ‘aha moment’ when we received 1,134 applicants in one month. I have seven Districts across four different states, and my Region has great applicant flow. It helps to contact applicants during that two-week window when they are searching for a job. It’s also important to recruit continuously, not just when a position needs to be filled.”

Rosalyn Sanchez, RHRM, Puerto Rico Region, explains that hiring teams should organize and be strategic about what is best for their stores: “Every store has different needs. DMs must know their market and understand Store Managers’ needs so they can direct and support the Store Managers when they interview applicants. We need to hire according to the Store’s needs instead of the needs of applicants, and not just fill a vacancy. Ask applicants about their experience and ensure their availability is a good fit for the store. It’s important to talk with your Store Managers or the AutoZoner who is doing the interviewing to see what they’re doing and if they’re doing it right.”

3 Recruit Outside-the-Box. Christy Hopkins, DHRM, McGee Division shows how recruiting and creativity work together: “Some local television stations will spotlight employment opportunities in the community for free, and some of my markets have used this to promote openings and received quite a bit of response. If this is offered in your area, first consult with your supervisor and AutoZone’s Media Relations, and, if feasible, take advantage of it!

“Also, reach out to the local employment development agencies in your area for assistance with candidates. They want to help people find employment and are willing to prescreen candidates and coordinate interviews. If they have the facilities, they may also allow you to hold interviews on-site.

“Get creative. We had an HR Generalist who posted flyers in local laundromats and self-service car washes, and that brought in additional applicants who may not have otherwise thought to apply at AutoZone.”

Paul Killion, RHRM, Dallas Region “We track interviews, hires and terminations by store weekly, which gives insight into the hot spots or areas with the most vacancies and where we need to focus. The next step is to use that data to host a drive-thru job fair. We recently held one where we hired 100 people over a two-week timeframe. We put up tents and tables, set up computers, and rented and set up generators in the store parking lot and hired right on the spot. The key to a successful drive-thru event is to get a list

of applicants from the previous 30 days from Talent Acquisition/eHire in advance.

We then bring in a team of AutoZoners comprised of DMs and SMs, divide the list of applicants to prescreen and set up interviews prior to the event. The number of scheduled and walk-in applicants who attend the event results in a greater chance of finding new AutoZoners.”

4 Be Specific When Advertising.

Willie Bush, DHRM, Blackwell Division, explains how it helps to be specific as to what the hiring needs are: “There is typically a big need for drivers in the Hub and MegaHub stores. Although we put ‘Now Hiring’ posters in the store windows, we’ve increased our applicant flow by creating and hanging ‘Now Hiring Drivers’ banners. The specific call for drivers helps because applicants don’t always know which types of positions are available, or they assume a lot of auto parts knowledge is required to work at AutoZone.”

“We network with the community centers in our inner-city markets, and they allow us to hang up flyers.” —Stephanie Hendrix, Senior Project Manager, Process Improvement, Field HR “We placed an ad in a popular AfricanAmerican fraternity and sorority magazine to encourage interested individuals to apply for a career with AutoZone. We’ve also connected with Hispanic Chamber of Commerce representatives to let them know AutoZone is hiring and left pamphlets with them.

Remember, An AutoZoner Always…

Embraces Diversity.” —Willie Bush “Technical schools are a great recruiting avenue. We realize that we don’t get as many certified applicants as we used to in the past. Recruiting in the technical schools gives us better access to those potential candidates.” —Lori Casson For Tools and Resources such as Recruitment Flyers, Recruitment Job Aids, Signs and Posters, and Interview Guides, visit DOC / HR / Recruitment today!

5 An AutoZoner Always ...

Embraces Diversity.

Check out these tried-and-true tips to achieve a diverse and non-traditional candidate pool: “AutoZone is a great fit for many veterans.

Military bases offer a Military Transition Assistance Program to soldiers who are transitioning to civilian life. As part of the program, employers are given an opportunity to come into the classroom and speak about available job opportunities.

It helps to bring an AutoZoner who is familiar with military jargon and can easily validate how military life is very similar to AutoZone life.” —Dawn Brandenburg

Willie Bush Jr

Dawn Brandenburg

Roslyn Camacho

Lori Casson

Stephanie Hendrix

Christy Hopkins

Paul Killion

Matthew Pulcini

Diane Worley TUNE-IN | 17

NIA HUGHES COMMUNICATIONS SPECIALIST, CUSTOMER SATISFACTION

AUTOZONE GOES INTO OVERDRIVE WITH NEW RETAIL ACCELERATION INITIATIVE AutoZone’s success depends on AutoZoners everywhere. If we want to increase sales growth and engage with customers in innovative ways, the weight cannot fall solely on our Store AutoZoners. We must work together to evolve our business to meet customer needs.

At the virtual National Sales Meeting in September 2020, Chairman, President and CEO, Bill Rhodes, shared highlights about how we as a company are seeking to better cater to the needs of our customers through seamless shopping experiences, a robust assortment of products and passing savings on to our customers where possible. Recently implemented technology improvements, including a new touchscreen Point-of-Sale (POS) system and a fully reimagined AutoZone website are among the latest innovations in our continued goal to provide WOW! Customer Service.

Technology is key part of our efforts, because that is where the customer experience usually begins - online. The ability to engage the do-it-yourselfer (DIYer) ‘end to end’ from online search to post-transaction is paramount to success. Achieving these goals is a team effort. Together the Store Operations, Merchandising, Information Technology and E-Commerce teams bring their unique insights and experience to the table to continually improve customers’ experiences.

COVID-19 has altered the way retailers interact with customers.

This new retail environment has impacted buying behaviors and could potentially continue impacting behaviors well into the future. For this reason, AutoZone continues to look for new opportunities to provide our customers with the right parts at the right price, when and where they need them. Be on the lookout for more exciting enhancements in the weeks, months and years to come, as we continue to evolve with our customers’ shopping needs.

18 | TUNE-IN | FEBRUARY 2021

Customers Always Write

Store #4062 in Glenwood Spring, CO, Denver Region

“Great service, big help and such compassionate people! Tonight, my mother had issues with her Jeep, so we came to AutoZone, where Randi and Mark were willing to help in any way they could!

We almost called a tow truck to pick up the vehicle, but Randi and Mark persisted until they could get the Jeep started. My mother is so grateful and overwhelmed with how kind and helpful they were to a complete stranger. Thank you so much for your excellent service. Thank you for being ‘the good’ in this world. We need more people like you. God bless you always.”

Store #6108 in Fairbanks, AK, Seattle Region

“It took me a few trips, but the guys at AutoZone helped me diagnose and repair the damage I did while trying to fix my truck. I was given the wrong part a few times, but they always accepted my returns without question or comment. They also recommended products relevant to the work I was doing. On the other hand, a competing automotive store overcharged

me, refused to take back an incorrect part, and didn’t tell me there were two different ways to install it, which, if done incorrectly, could break the part. Long story short, go with AutoZone.”

Store #3342 in Fresno, CA, Central California Region

“I have a 2014 BMW, and for that reason, no one wanted to touch my car. I went to a competitor for a new battery, and although they had the part, they would not install it for me. I decided to change the battery myself, so I went to AutoZone, told them which battery I needed, and the Loan-A-Tool® required for the job. Right on the spot, Aaron told me he could help me change it in the parking lot. What a highlight this was for me! All it took was a simple battery swap, the correct tool and five minutes to get the job done! Thank you, Aaron, someone who knows what he’s doing and helped without hesitation.”

Store #834 in Castle Rock, CO, Denver Region

“I went into the AutoZone store at 313 Wilcox in Castle Rock, CO, to get a free check engine light service. I was in and

out in five minutes! Nick treated me like I owned the company! He explained what the problem was in detail and that he could have the $30 part for me by the next day. He gave me a printed report for the mechanic and didn’t pressure me to buy anything. Superb! I am definitely coming back and giving them all my business for our three vehicles.”

Store #6124 in Lawrenceville, GA, Atlanta Region

“I’ve shopped at this location twice since it opened. Nicole helped me during my recent visit. I had called ahead to get pricing and availability for brake pads, and she was so kind to hold the parts behind the counter so I could quickly run in and pay for them. While in the store, I also asked about wiper blades. Instead of pointing me in the direction, Nicole identified the correct blade size for my vehicle and then found them on the shelf.

She also asked if I needed windshield fluid.

Nicole patiently explained the brake pads’ warranty, and this happened all before 8:30 a.m., typically when people are least likely to want to talk to other people. Overall, I’ve had nothing but good experiences at this new location.”

TUNE-IN | 19

Store #5515 in Napa, CA, Portland Region

“I recently visited this AutoZone to buy a pair of brake lights, and Luis warmly greeted me as I walked through the door.

After he confirmed the correct type of brake lights for my car, Luis provided me with useful information on LED lights versus regular lights.

“I soon realized that all the auto shops in Napa were closed for the day and decided to ask Luis if he could help me install the brake lights. Fortunately, he agreed to assist me after taking care of the customers waiting in the checkout line.

“I don’t know much about cars, but I learned a lot about brake lights by talking to Luis, while he patiently replaced the bulbs. He was almost finished with the job when he was called back into the store, so Umer, the store manager, skillfully completed my bulb replacement.

“Thank you, Luis and Umer, for going out of your way to help me! AutoZone has never failed me with their customer service, and I recommend them to anyone who needs auto parts and could use a bit of candid advice about their car.”

Store #3089 in Bloomington, MN, Minneapolis Region

“Scott provided excellent customer service when he patiently listened and identified the issue with my vehicle. He quickly ordered the part and personally followed up by phone when it arrived at the store.

Scott even walked out to my car and showed me how to use a specific tool. I would give him two thumbs up, because he has a kind heart and cares about customers. Scott should be ‘Employee of the Month’ at the Bloomington, MN, location.”

Store #3788 in Lincoln, NE, Minneapolis Region

“Last week my parents and I traveled three hours to Lincoln, NE, so that my father

20 | TUNE-IN | FEBRUARY 2021

could have open-heart surgery. While we were there, the battery light in our van came on. Under normal circumstances, my father takes care of all the vehicle maintenance for the entire family. It would have caused him a great deal of undue stress to know that we were having a problem. I was passing by AutoZone #3788 on North 48th and stopped in for assistance. I’m glad I did because Roy was so helpful! He tested the battery and charging system, found that there was only one battery in stock, and reserved it for me so that I could return the next morning to purchase it. I can’t remember the gentleman’s name who assisted me the following day, but he was just as helpful and polite as Roy. “Thanks to these two AutoZoners, I was able to drive my parents safely home without worry. I hope I don’t need to visit an auto parts store anytime soon, but I will definitely go to AutoZone if I do. Huge thanks to these two men for taking care of me, so that I could take care of my father so that he could get back to caring for us and our cars.”

Store #2976 in White Plains, NY, Hartford Region

“This AutoZone is busy! Busy helping customers! I was staring at the oil filters on the shelf, and before I could ask for help, one of the guys told me that I could get a higher quality oil filter, the same brand, for the same price. Stunned, I told him I had already selected the oil filters for my cars, and I just wanted to “cash out.” Politely, he said, “No problem, I’ll get them for you.”

My jaw dropped when I saw him grab the five different oil filters I had placed on the counter and exchange them for the higher quality versions. I literally didn’t know what to say, except thank you! He smiled and told me that these oil filters were a much better deal. I’ve only been here once, but looking back on my experience, I realized that all the store employees looked busy, speaking to customers, from the moment I walked in until the moment I left. I can’t promise you the same experience, but I can tell you customer service seems important at this location.”

Store #1868 in Matamoras, PA, Allentown Region

“This AutoZone helped me out in a pinch! My alternator died and killed my battery on my way through town late Friday night, minutes before the store’s closing time. The employees working that evening went above and beyond to install a new battery, instruct me on how to get to my destination without killing the new battery, and gave me information about a nearby garage that would be able to fix my alternator. Thank you!”

Store #1984 in Portage, WI, Milwaukee Region

“We stopped at the Portage AutoZone at 5 p.m. to find tune-up parts for our 1965 split-window Volkswagen bus. After talking to Brandon and telling him what we needed, he sold us the parts in-stock and told us the remaining parts would arrive by 10 a.m. the next morning. I received a phone call at 10:25 a.m. the following day that our parts had arrived.

How can you ask for better service on parts for a 55-year-old German car? Thank you, Brandon and AutoZone. We will be back!”

JASON STANLEY TRANSPORTATION/CROSSDOCK ADVISOR, CUSTOMER SATISFACTION KENELE SPELL COMMUNICATIONS SPECIALIST, CUSTOMER SATISFACTION

LEXINGTON DC DRIVERS HIT THE SAFETY MARK ONE MILLION MILES AT A TIME WAYNE HAYES DRIVES ONE MILLION SAFE MILES FOR THE THIRD TIME Tractor-Trailer Driver, Wayne Hayes, had just completed a delivery to an AutoZone store in Jackson, MS, when he received the call that he hit the significant milestone of driving three million safe miles.

AutoZone recognizes drivers when they achieve one million safe miles without a preventable collision. Wayne has twice won awards for driving one million safe miles and is the first to achieve three million safe miles for AutoZone. With the average driver taking 10 years to reach a million miles, doing so without incident requires a commitment to safety through patience, defensive driving and using key safety tactics.

Congratulations, Wayne!

On average, three million miles equals more than 21,000 store deliveries and more than 74,000 pallets delivered.

Wayne resides in Lexington, TN, and began his career with AutoZone on February 21, 1994, as a Tractor-Trailer Driver for the Lexington Distribution Center. He prides himself on being a cautious truck driver and often says, “Safe driving isn’t just a skill; it’s an attitude.” Over the years, he’s developed a great relationship with the stores he delivers in East Tennessee, Mississippi and Louisiana.

According to Transportation/Crossdock Advisor, Jason Stanley, Wayne has been on cloud nine since he reached his latest milestone. “Wayne is also proud to be an AutoZoner. He has a shelf in his home to proudly display the AutoZone patches, awards, shirts, hats and other unique collectibles he has received over the years. He is part of an elite group. Only a few drivers in AutoZone’s history have achieved the one million mile mark, and Wayne has reached it three times. He exemplifies our Pledge and Values and goes above and beyond daily.”

TWO MILLION MILES OF SAFETY Tractor-Trailer Driver, Mike Lowrance, began his career in 1991, as an Outbound Order Selector in the Lexington DC. He was trained by Wayne Hayes and is a past Ricky Byrum National Roadeo participant.

On average, two million miles equals more than 14,000 store deliveries and more than 52,000 pallets delivered.

When asked about his secrets to safe driving, Mike replied, “Watch your blind spots, give other drivers adequate space and make sure your mirrors are properly adjusted—simple Driver Safety 101 Tips.”

For each million safe miles driven, Tractor-Trailer Drivers receive $1,000 in gift cards, a commemorative plaque, and of course, AutoZoners receive a pat on the back from fellow AutoZoners.

Congratulations to Wayne, Mike and all of our Tractor-Trailer Drivers, past and present, who have safely driven into the Million Mile Club!

COMING SOON! The new Million Mile Safe Driver lapel pin with a diamond in the center.

TUNE-IN | 21

JILL COLERAINE MANESS MANAGER, COMMUNITY RELATIONS, CUSTOMER SATISFACTION

THE ST. JUDE THANKS AND GIVING CAMPAIGN 22 | TUNE-IN | FEBRUARY 2021

March 2018

In 2006, AutoZone began its partnership with St. Jude Children’s Research Hospital®. In that year, we collaborated to create an innovative, in-store point-of-sale campaign, now recognized across many companies as Thanks and Giving®.

Through the Thanks and Giving campaign, AutoZoners have raised more than $45 million due to our loyal customers’ generosity. Last year, we hit a record for AutoZone of $5.8 million in donations for the hospital.

AutoZone’s support does not stop there. We also support St. Jude Children’s Research Hospital through volunteerism, AutoZoner giving campaigns, in-kind donations and sponsorship grants for the St. Jude Memphis Marathon, AutoZone Liberty Bowl and FedEx St. Jude Invitational World Golf Championship. In recognition of our generosity, the hospital awarded AutoZone the St. Jude Partner of the Year Award in 2017 and 2019.

Thank you, AutoZoners, for your efforts to help the children of St. Jude.

AUTOZONE HAS SUPPORTED ST. JUDE CHILDREN’S RESEARCH HOSPITAL BY RAISING MORE THAN $45 MILLION TO FIND CURES AND SAVE CHILDREN IN THE DAWN OF LIFE.

HELPING AUTOZONERS AND THEIR FAMILIES BUILD MENTAL WEALTH AND STRENGTHEN RESILIENCE DURING COVID-19

CINDY WESSEL MANAGER, BENEFITS AND WELLNESS COMMUNICATIONS, CUSTOMER SATISFACTION

The outbreak of the coronavirus disease (COVID-19) is a source of unexpected stress and adversity for many people.

Learning ways to look after your mental and emotional health creates “Mental Wealth,” which makes you more resilient and increases your overall well-being.

It also means you’re more equipped to support everyone around you. Mental wealth and resilience can help us overcome hardships. But, they are not something we’re born with. They are practices built over time based on our unique experiences. This is why we all respond to stress and adversity differently.

Resilience is like a seesaw or balance scale; negative experiences can tip the scale toward bad outcomes; positive experiences tip it toward good outcomes. For some people during the pandemic, the resilience scale may look like this:

What can we do to build up our mental wealth and strengthen resilience?

1 UNLOAD THE NEGATIVE SIDE. Reducing sources of stress may include: • Practicing self-care by taking a few minutes for yourself, going for a walk and getting plenty of rest.

• Taking advantage of the AutoZone Employee Assistance Program (EAP) through ComPsych Guidance Resources, which offers confidential emotional and mental wellness counseling for: Anxiety, depression, stress Grief, loss and life adjustments Relationship/marital conflicts

2 LOAD UP THE POSITIVE SIDE. Tip the scale towards positive outcomes for managing work, home, and childcare by: • Maintaining and encouraging connections with family and friends. Staying connected frequently by phone, video chat, email, or by writing notes and letters to the people we care about creates positive interactions and supports and protects our emotional well-being.

• Accessing outside help and resources if you or someone else needs it. A lot is going on. It’s hard to be an expert at everything.

Asking for and getting help from others can get us through a low period or challenging time.

• Ensuring continuous child development during the crisis. Continue supporting their development. Playing and laughing with a child is a great way to engage and relieve some stress too! Learn more at www.developingchild.harvard.edu.

• Strengthening core life skills: Send or sign-up for text reminders of important appointments to help you stay organized.

Opt-in to AutoZone’s new text message feature in AZPeople, so you don’t miss important AutoZone messages.

Use grocery list apps, menu planners, and post daily schedules for the whole family to see.

GET MORE INFORMATION BY CALLING (877) 237-3954, OR ONLINE AT WWW.GUIDANCERESOURCES.COMTUNE-IN

| 23

Prescription Price Relief Has Arrived Does it feel like you’re spending more money on prescription drugs year after year? Many of us are. Prescription drug spending growth is projected to accelerate from 3.7% in 2020 to more than 5% per year during 2021–2023 because of faster than expected growth in drug prices. (Each January, pharmaceutical manufacturers raise the price of medications. In 2020, the average manufacturer increase was 7.5%.)

That’s why the AutoZone Benefits team is excited to introduce a comprehensive prescription drug strategy for 2021 for AutoZoners covered by a Blue Cross Blue Shield of Tennessee (BCBST) medical plan. This strategy includes the OptumRx Home Delivery Program, Rx Savings Solutions, Optum Perks, the Optum Specialty Pharmacy and a new covered drug list (formulary list) for 2021.

OptumRx Home Delivery Program for BCBST members provides three times the supply of prescription drugs at only twice the price. You get 90 days for the cost of 60 days, AND it’s mailed directly to your home.

CINDY WESSEL MANAGER, BENEFITS AND WELLNESS COMMUNICATIONS, CUSTOMER SATISFACTION

Optum Specialty Pharmacy is our exclusive Specialty Pharmacy beginning January 1, 2021, for BCBST members. Optum Specialty Pharmacy supports AutoZoners with a team of pharmacists and nurses who specialize in individual conditions.

A specialty medication is a high-cost oral or injectable medication that is used to treat a complex condition. Specialty medications cannot be filled at a retail pharmacy. If you are a BCBST member, Optum Specialty Pharmacy provides resources and one-on-one support including: • Pharmacists to answer questions about your specialty medication 24/7.

• A clinical care team to help understand specialty medications.

• One-on-one support through video chats with medical care teams.

• Helpful videos available from other specialty patients.

• Additional supplies that may be needed at no extra cost.

• Refill reminders.

• Nurses available to discuss infusion services.

24 | TUNE-IN | FEBRUARY 2021

To enroll, call Optum Specialty Pharmacy at (855) 427-4682 or go online at https:// specialty.optumrx.com/ to get started.

The new covered drug list (formulary list) became effective January 1, 2021. A formulary list is a list of medications covered under your prescription drug plan that are chosen for their safety, cost and effectiveness. Check out the formulary online in the Benefits Center at www.AutoZoners.com or on the AutoZoners app. The list determines the medication tier coverage level: generic (least expensive), preferred brand or non-preferred brand (most expensive). OptumRx* regularly reviews and updates the formulary. When a medication tier changes, you may pay a different amount for that medication.

Medications can move to a lower cost tier at any time.

Watch video here

• Medications may move to a higher cost tier when a generic equal becomes available.

• Medications may move to a higher cost tier or be excluded from coverage on January 1 or July 1 of each year.

It is important to review the new covered drug list with your doctor every January to make sure your prescription is covered. If a medication is excluded, there will always be an alternative option your provider can prescribe. * For AutoZoners covered by a BCBST medical plan.

CINDY WESSEL MANAGER, BENEFITS AND WELLNESS COMMUNICATIONS, CUSTOMER SATISFACTION

SPOTLIGHT ON RESOURCES THAT CAN LOWER YOUR PRESCRIPTION COSTS AutoZone has partnered with RxSavings Solutions and Optum Perks to help you save money on your prescription drug costs.

Rx Savings Solutions is a secure, online tool that can identify ways to save money on prescription medications. To get started, visit https://MyRxSS. com or call (800) 268-4476. Register your FREE account—it’s simple, secure and you’re already a member. Savings opportunities come in many forms: generics, different forms of the same medication (such as switching from a capsule to a tablet) and different medications that treat the same condition but cost less. Checking for ways to save money is easy—and it’s free!

Optum Perks is a prescription discount card and savings program.

Any U.S.-based AutoZoner can use Optum Perks, even if you do not have OptumRx coverage. This includes U.S. Territories, such as Puerto Rico and the U.S. Virgin Islands. If you are a BCBST member, you will receive an Optum Perks discount card. This does not replace your OptumRx ID Card.

Optum Perks and OptumRx work together. Present both the Optum Perks and the OptumRx ID Card to the pharmacist, who will determine the best price available, either on plan (OptumRx) or off-plan (Optum Perks). The Optum Perks digital card is also available on the OptumRx tile on the AutoZoners app.

TUNE-IN | 25

KERRY LAPUTKA DC PROJECT MANAGER, CUSTOMER SATISFACTION (Left to right): DC Training Manager, Greg Ashford; DC Operations Manager, Enrique Perez; DC Manager, Jeff Harrison; and DC Safety Manager, Mikale Welch

AUTOZONERS GIVE BACK

AutoZoners Give Back is a new series where we highlight the good work AutoZoners are doing to make a difference in their communities.

AutoZoners from across the organization and Distribution Centers (DCs) came together for the Third Annual Angel Doyle Memorial Golf Tournament at Fair Oaks Golf Club in Oakland, TN. The annual event benefits Making Strides of Memphis and the Angel Doyle Children’s Fund.

This year, the golf tournament, which is personally championed by AutoZoners, saw an increase in participation and sponsorship, and through other fundraising efforts, AutoZoners raised more than $23,500! Event organizers (Joe Buehrle, Manager, Supply Chain Support; David Cole, Regional DC Manager, Kerry Laputka, DC Project Manager) appreciated the support of more than 150 AutoZoners, sponsors and friends to make the tournament a reality this year.

Angel Doyle was a 21-year AutoZoner who began her career as a Loss Prevention

Manager in the Lexington, TN, DC. She held a variety of roles in Supply Chain Support at the Store Support Center in Memphis and eventually returned to the Lexington DC as a DC Operations Manager. Angel was always among the first to volunteer and participate in charitable activities, frequently spearheading teams to participate in fundraising activities and giving campaigns.

Just fourteen months after losing her husband to cancer in February 2014, Angel was also diagnosed with cancer. Although Angel lost her battle in February 2018, her memory lives on in the hearts of AutoZoners who had the privilege to know and work with her through the Angel Doyle Memorial Golf Tournament.

For more information about the Angel Doyle Children’s Fund, email Joe.Buerhle@AutoZone.com or Kerry.Laputka@AutoZone.com.

AutoZone continues to embrace the philanthropic legacy of our founder J.R. “Pitt” Hyde, III, by recognizing AutoZoners’ contributions to the communities where we live, work and play.

If you want to be featured or know any AutoZoner(s) who should be, visit DOC/Community/AutoZoners Give Back and use the form to tell us what you or they are doing in your community.

26 | TUNE-IN | FEBRUARY 2021

Congratulations, Doc Crain and J.R. Hyde Senior Award Winners!

DOC CRAIN AWARD Doc Crain was the original Store Manager when the first AutoZone store opened in Forrest City, AR, in 1979. Doc defined What It Takes To Do The Job Right (WITTDTJR®) and made WOW! Customer Service his first priority. In his honor, AutoZone recognizes one Store Manager per Region each year who met or exceeded all of their objectives, demonstrated overall improvement, demonstrated strong leadership in the WITTDTJR Scoreboard and average ticket, and strongly promoted Automotive Service Excellence (ASE) and Parts Expert certifications among their AutoZoners.

Albuquerque, Amanda Pesina Allentown, Chris Kyle Atlanta, Trodrae Ezell Austin, Tony Perez Birmingham, Gary Davison Central California, Ruben Testa Central Florida, Camoui Fahie Charlotte, Robert Wagoner Chattanooga, Brittany Gillespie Chicago, Kiera Matthews Cincinnati, Jason Faul Cleveland, Frank Tarasuck Columbus, Sarah Piercefield Dallas, Kimberly Dabney Denver, Ray Carr, Jr. Detroit, Robert Cramer East Carolina, Orlando Samuel Ortiz El Paso, Luis Munoz Fort Worth, Tony Gray Hartford, Nicaury Polanco

Houston, Anne Menefee Indianapolis, Dustin Deupree Inland Valley, Gabriela Fajardo Kansas City, Kandra Hill Knoxville, Robert Glenn Las Vegas, Ricardo Guzman Little Rock, Matt Prysock Los Angeles, Albert Garcia Louisville, Tim Whiteside Memphis, Patrick Williams Milwaukee, Issac Villanueva Minneapolis, Jeff Powell Nashville, Kristen McDonald New England, Scott Gabriel New Orleans, Lesia Powell New York City, Bruce Whaley North California Region, Jose Ramos North Florida, Roderick Gaskin Oklahoma City, Ben Pace Philadelphia, Tom Beutner

Phoenix, Elbert Herren Pittsburgh, Tamika Blandon Portland, Ricardo Maestas Puerto Rico, Zoliane Alvardo Richmond, Tara Hunt Salt Lake City, Julia Moore San Antonio, Cesar Villarreal San Diego, Noemi Castillo Seattle, Vu Tran South Carolina, Ken Cooper South Central Texas, Chris Vasquez South Florida, Jackelyn Conde St. Louis, Anthony Washington Tampa, Justin Selover Upstate New York, Meggan Bacelli Washington, DC, Deidre Cobb Western Michigan, Jeroma Jones

TUNE-IN | 27

J.R. HYDE SENIOR AWARD This award is named after our founder’s grandfather, a man who exemplified excellent customer service. Mr. Hyde’s quote explains the award best: “When a customer likes you and is friendly toward you, he can find more reasons to give you business than you can ever find for him yourself.” J.R. Hyde Sr. Award recipients meet or exceed all of their objectives. They are leaders in customer transaction count growth and receive positive customer feedback through letters, emails, Extra Miler nominations and customer satisfaction surveys. One Store Manager is selected per Region to receive this award.

Albuquerque, Kevin Wright Allentown, Sandy Kiernan Atlanta, Dustin Northway Austin, Amanda Barton Birmingham, Frank Robinson Central California, Jose Hernandez Central Florida, Richard Kimble Charlotte, Heath Bucksbee Chattanooga, John Screws Chicago, Maria Mercado Rodriguez Cincinnati, Susan Anderson Cleveland, John Pappas Columbus, Jason Sindel Dallas, Rosa Montoya Denver, Brad Arrendale Detroit, Jonelle Perritt-Eichler East Carolina, David Thornton El Paso, Amy Derenzis Fort Worth, Rob Stafford Hartford, Edwin Blas

Houston, Joseph Guillory, Jr. Indianapolis, Rene Pannell Inland Valley, John Perkins, Jr. Kansas City, Taylor Ballard Knoxville, Christopher Gregory Las Vegas, Jose Castillo Little Rock, Dee Wilkins Los Angeles, Jimmy Ramirez Louisville, Tracy Jaggers Memphis, Sammy Metcalf Milwaukee, Jonathan Weger Minneapolis, Renae Villagomez Nashville, Mike Ferguson New England, Keith Bellerose New Orleans, Jimmy Gardner New York City, TJ Ajibose North California Region, Gustavo Aceves North Florida, Rosalyn Person Oklahoma City, Danny Samaniego Philadelphia, Chris Hastings

Phoenix, Sharon Taylor Pittsburgh, Jeff Lindsay Portland, Thomas Kuy Puerto Rico, Dennis Santos Richmond, Ely Veinegas Salt Lake City, Lyden Christensen San Antonio, Jesus Arredondo San Diego, Jose Rico Seattle, Nicole Trombly South Carolina, Hector Pascual South Central Texas, Gary Boehling South Florida, Louis Pierre St. Louis, Matt Winkler Tampa, Brenda Cruz Upstate New York, Jessica Wooldridge Washington, DC, Terry Johnson Western Michigan, Adam Vandervest

RECOGNIZING AUTOZONERS IN UNPRECEDENTED TIMES Although “unprecedented times” changed our FY20 National Sales Meeting (NSM) and Regional Meeting plans, they did not diminish the pride we all feel for our award winners.

Recognition is core to AutoZone’s culture. The tradition of honoring and rewarding our topperforming AutoZoners for their exceptional performances.

Click here for some photos of FY20 Award Winners with their teams celebrating their welldeserved recognition.

28 | TUNE-IN | FEBRUARY 2021

MILESTONES PROVIDED BY HUMAN RESOURCES INFORMATION SYSTEMS (HRIS) TEAM

Milestone Anniversaries Congratulations to these AutoZoners who celebrated 20, 25, 30, 35 and 40 years of service between Sunday, August 30, and Saturday, November 21, 2020.

20

YEARS

Jeffery Adams, Tractor-Trailer Driver, DC #9711, Lavonia, GA Nicole Alton, Order Puller, DC #9799, Zanesville, OH Mario Atkins, Sales, Store #94, Bartlett, TN Alfredo Ayala, PSM, Store #5881, Pflugerville, TX Hector Ayon, DM, Region #8141, Bellwood, IL Jennifer Barlow, SM, Store #3229, New Bedford, MA Steve Beussink, Assistant Treasurer, SSC, Memphis, TN Christopher Blair, SM, Store #4746, Evan Mills, NY Steve Brock, Training Manager, DC #9711, Lavonia, GA William Bromley, Return/Recall Agent, DC #9733, Danville, IL Chrstopher Burchfield, PSM, Store #1719, Harrison, OH Barbara Campbell, Regional Administrative Assistant, Region #8064, Cincinnati, OH Michael Carpenter, Sales, Store #20, Collierville, TN Shad Chung, Hub Process Manager, SSC, Memphis, TN Christopher Clark, SM, Store #1122, Philadelphia, PA Matthew Collins, Advisor, DC #9722, Lexington, TN Jackelyn Conde, SM, Store #1215, Miami, FL Marshall Cook, Jr., RM, Region #8153, Bensalem, PA Frankie Cosentino, III, SM, Store #4512, Avon, OH Mark Coser, PSM, Store #236, St. Peters, MO Rudy Coulombe, SM, Store #2652, Winchester, IN Randall Cunningham, Jr., ASM, Store #0664, La Porte, IN Jeffrey Davis, SM, Store #768, Columbus, OH Ann Dickey, PSM, Store #5082, N. Providence, RI Toni Difiore, SM, Store #1717, Hamilton, OH Markus Dillow, SM, Store #2214, Newberg, OR Tammy Eversole, Commercial Driver, Store #1813, McKeesport, PA Jerry Finch, Sales, Store #1389, Austin, TX Carl Fischer, Maintenance Technician, Region #8352, Memphis, TN Jamie Fortner, Stocker, DC #9733, Danville, IL Diego Garcia, Jr., CS, Store #1853, Allentown, PA

David Geyer, Jr., Maintenance Technician, DC #9799, Zanesville, OH Nancy Gibson, Cash Management Specialist, SSC, Memphis, TN Randy Good, Hub Specialist, Store #1849, Carlisle, PA Jan Goranson, Commercial Driver, Store #2649, Belvidere, IL Michelle Gouty, Order Puller, DC #9733, Danville, IL Maurice Green, PSM, Store #2290, Chicago, IL Tony Haas, Hub Specialist, Store #2823, San Bernardino, CA Robert Harris, DM, Region #8141, Bellwood, IL Earl Haverty, SM, Store #452, Wilson, NC Nicki Hawkins, Order Puller, DC #9799, Zanesville, OH Rita Hays, Order Puller, DC #9733, Danville, IL Bridget Heinold, ASM, Store #0224, Maplewood, MO Esly Hernandez, CS, Store #2447, Smithfield, NC Richard Huff, Tractor-Trailer Driver, DC #9799, Zanesville, OH Josh Hughes, Director, Operations Process Improvement, SSC, Memphis, TN Kirby Hullett, DM, Region #8062, Hoover, AL Cesar Palacios Jesus, PSM, Store #2547, Aurora, IL Vicky Jones, PSM, Store #195, Union City, TN Mylin Kagafas, Stocker, DC #9799, Zanesville, OH Gonzalo Lopez, SM, Store #2777, Apache Junction, AZ Miguel Lua, SM, Store #5560, La Quinta, CA Raul Luna, DM, Region #8163, Fullerton, CA Cynthia Lynn, Sales, Store #382, Eufaula, AL David Lyons, CSM, Store #1650, Beatrice, NE Richard McComb, Jr., PSM, Store #1118, Martinsburg, WV Michael Miller, Sales, Store #348, Aurora, MO Larry Mischke, ASM, Store #5636, Victorville, CA Ernest Mondragon, PSM, Store #2525, Las Vegas, NM James Morris, PSM, Store #282, Cullman, AL Elizabeth Mullan, PSM, Store #4005, Modesto, CA Joseph Nader, PSM, Store #2103, Kalamazoo, MI TUNE-IN | 29

Jorge Navarro, CSM, Store #1353, El Paso, TX Eric Novak, PSM, Store #2482, Port Richey, FL Jose Olvera, Sales, Store #3744, Salinas, CA Denise Perez, Sales, Store #1447, Pasadena, TX Mark Pleis, PSM, Store #440, Radcliff, KY Lisa Podolsky, PSM, Store #5271, Brooklyn, NY Tina Pomerantz, CSM, Store #1017, Rock Hill, SC Reynaldo Pruneda, CSM, Store #1655, Norfolk, NE Stephen Reams, SM, Store #2041, Martinsville, IN Michael Renison, SM, Store #5508, Merced, CA William Rivera, Sales, Store #4604, Philadelphia, PA Retta Roach, QA Agent, DC #9722, Lexington, TN Alan Roberts, SM, Store #3129, Boerne, TX Adalberto Rodriguez, SM, Store #1401, Mission, TX Angel Roman, SM, Store #2905, Buffalo, NY Joseph Rongetti, PSM, Store #5604, Hollister, CA Carlos Rosado, SM, Store #2417, Bartow, FL Jose Salva, SM, Store #3532, San Antonio, TX John Sanders, PSM, Store #3006, Arabi, LA Cliff Scott, Sales, Store #2675, Mundelein, IL Sharline Searle, CSM, Store #2745, Tucson, AZ Michael Seay, PSM, Store #909, Martinsville, VA Shixin Shen, Senior Systems Engineer, SSC, Memphis, TN

25

YEARS

Guadalupe Alanis, SM, Store #1545, Houston, TX Terry Bickings, Tractor-Trailer Driver, DC #9722, Lexington, TN Richard Blaney, Maintenance Technician, DC #9799, Zanesville, OH Elizabeth Cartagena, Sales, Store #3155, Fort Worth, TX John Casale, Visual Merchandiser, SSC, Memphis, TN Michael Culp, Stocker, DC #9799, Zanesville, OH Jason Davis, Return/Recall Agent, DC #9766, Ocala, FL Michael Davis, PSM, Store #298, Palatka, FL John Difani, Hub Specialist, Store #6708, Kirkwood, MO Brad Dillion, SM, Store #640, New Castle, IN Michael Elliott, TSM, Region #8472, Pittsburg, PA Jack Faust, Return/Recall Processor, DC #9799, Zanesville, OH Kimberly Folsom, Senior Systems Engineer, SSC, Memphis, TN Patricia Ford, Return/Recall Agent, DC #9799, Zanesville, OH Diana Gannaway, PSM, Store #3182, Indianapolis, IN Gay Geter, Hub Specialist, Store #90, Lilburn, GA Tommy Grames, SM, Store #867, W. Valley City, UT Jerry Gray, PSM, Store #1585, Rockwall, TX Miguel Guerra, PSM, Store #5443, Los Angeles, CA Larry Gullett, Systems Engineer, SSC, Memphis, TN Ryan Harrison, Custodian/Maintenance, DC #9799, Zanesville, OH Abel Hernandez, TSM, Region #8453, Las Vegas, NV Marcus Higginbottom, Setup Project Manager, SSC, Memphis, TN Lura Hughes, QA Agent, DC #9722, Lexington, TN Michael Hull, Return/Recall Processor, DC #9799, Zanesville, OH Ismael Ibarra, PSM, Store #0336, Russellville, AL Alberto Javier, Commercial Driver, Store #2882, Beaumont, CA Willie Jones, PSM, Store #0344, Waynesboro, MS Eric Kerns, SM, Store #1698, Terre Haute, IN

30 | TUNE-IN | FEBRUARY 2021

Rose Sims, Commercial Driver, Store #3023, Leesville, LA Joe Spady, SM, Store #421, Fayetteville, NC Brian Sparks, SM, Store #1694, Brandenburg, KY Yvonne Starcher, Order Puller, DC #9799, Zanesville, OH Marilyn Stevens, Order Puller, DC #9799, Zanesville, OH Rhonda Stone, Order Puller, DC #9711, Lavonia, GA Nathan Suain, SM, Store #2042, Mt. Vernon, OH Johnny Taulbee, PSM, Store #1251, Alexandria, KY Albert Teppen, SM, Store #3017, Metairie, LA Cecilia Thomas, Stocker, DC #9722, Lexington, TN Todd Thomas, Stocker, DC #9711, Lavonia, GA Barbara Thornton, PSM, Store #3908, Newton Grove, NC John Thuer, Sales, Store #3005, Metairie, LA Dawn Van Natta, SM, Store #1486, Copperas Cove, TX Jorge Velazquez, SM, Store #4608, Allentown, PA Jorge Villalta, PSM, Store #5403, Lancaster, CA Kasey Warthman, DM, Region #8044, Gahanna, OH Tommy Wheeler, Sales, Store #2308, Olive Branch, MS Robert White, PSM, Store #2635, Indianapolis, IN Kraig Williams, PSM, Store #5679, Vista, CA Joselito Yap, CSM, Store #5219, Pico Rivera, CA

Kenneth Klein, DM, Region #8147, Federal Way, WA Helen Klepfer, CSM, Store #1708, Youngstown, OH Gladys Lopez, PSM, Store #3389, El Mirage, AZ Joseph Lovato, PSM, Store #2525, Las Vegas, NM Eric Malin, Tractor-Trailer Driver, DC #9722, Lexington, TN Connie McGuire, PSM, Store #4510, Indianapolis, IN Michaela McWhorter, SM, Store #87, LaGrange, GA Laurie Miller, SM, Store #1558, Victoria, TX David Moore, Sales, Store #344, Waynesboro, MS Hilario Navarro, Maintenance Technician, DC #9710, Ontario, CA John O’Connor, Stocker, DC #9799, Zanesville, OH Brent Orwig, Return/Recall Processor, DC #9799, Zanesville, OH Peggy Parker, QA Agent, DC #9711, Lavonia, GA Charles Pereira, SM, Store #1416, Corpus Christi, TX Juan Perez, Return/Recall Processor, DC #9710, Ontario, CA Felix Reyes, Receiver, DC #9710, Ontario, CA Ronald Rickard, Jr., PSM, Store #348, Aurora, MO Frankie Roush, CSM, Store #784, Athens, OH Keith Sheffield, Lead Systems Engineer, SSC, Memphis, TN Craig Tignor, Stocker, DC #9799, Zanesville, OH Susie Tilley, Stocker, DC #9799, Zanesville, OH Christopher Tisler, RCSM, Region 8430, Medina, OH Phyllis Tomlin, Custodian/Maintenance, DC #9711, Lavonia, GA Ozell Ueal, Systems Engineer, SSC, Memphis, TN Michael Utley, ASM, Store #2303, Jackson, TN Elliott Watson, PSM, Store #5599, Sacramento, CA Curtis White, SM, Store #2609, Crawfordsville, IN Corey Wind, PSM, Store #5605, Apple Valley, CA

30

YEARS

Eric Acerson, Senior Logistics Manager, SSC, Memphis, TN Susana Acuna, Commercial Driver, Store #2703, Tucson, AZ Tuck Archer, DM, Region #8046, Warr Acres, OK Michelle Beck, Regional Administrative Assistant, Region #8052, Metairie, LA Ramon Cazares, PSM, Store #1557, El Paso, TX Bryan Covey, SM, Store #5942, Orange, CA William Driskill, SM, Store #318, Carthage, MO Lewis Ellis, Prototype Manager, SSC, Memphis, TN John Featherston, PSM, Store #253, Gastonia NC Milissa Greene, DM, Region #8047, Orange Park, FL Scott Hunter, SM, Store #0860, Ogden, UT Luis Lopez, Sales, Store #1562, San Antonio, TX Scott Naisbitt, SM, Store #0855, Midvale, UT Leslie Oura, ASM, Store #2883, Pomona, CA Jon Stotts, Manager, Supply Chain Decision Support, SSC, Memphis, TN Joe Tidmore, PSM, Store #513, Oklahoma City, OK Freddy Walker, RHRM, Region #8245, Chattanooga, TN Jeffrey Wilks, PSM, Store #2386, Ashland City, TN

35

YEARS

40

YEARS

Joe Bush, CSM, Store #119, Laurel, MS Steve Chester, PSM, Store #3058, Baton Rouge, LA Carol Howard, CSM, Store #423, Mobile, AL Kenny Hubbard, Ops DC Manager, DC #9722, Lexington, TN Lynn Melton, Manager, DC Information Systems, SSC, Memphis, TN Jeff Nix, Director, IT, SSC, Memphis, TN Cindy Purkey, SM, Store #392, Jefferson City, TN

Steven Nations, DC Advisor, DC #9722, Lexington, TN Michael Oliver, CSM, Store #7, Memphis, TN Debbie Rhodes, Associate Systems Specialist, SSC, Memphis, TN David Thornblom, Inventory Manager, DC #9755, Terrell, TX

TUNE-IN | 31

New Duralast Elite Is Here!

Did you know that based on research, more technicians choose Duralast parts? Much like AutoZone itself, Duralast has evolved into an industry-leading brand. It is with great pride all AutoZoners can say, “The next generation of premium brakes are now available exclusively at AutoZone.” These new Duralast Elite brake pads are sensational!

They feature a revolutionary ceramic friction block with an additional friction layer for longer-lasting, ultra-quiet, low-dust braking performance.

Our Chairman, President and CEO, Bill Rhodes even spoke about Duralast Elite at the Virtual National Sales Meeting this past September.

So what makes Duralast Elite brake pads Elite? When you have the opportunity, take a look at a set of the Duralast Elite brake pads, and here’s what you will see: • Their design is based on the Original Equipment Manufacturer (OEM) pads. The backing plate construction and fitment, as well as the slots and chamfers in the friction block, all match OEM design for easy installation and cool, quiet performance. Our engineers were able to create a friction block that delivers on stopping power, noise cancellation, longer life and reduced dust.

32 | TUNE-IN | FEBRUARY 2021

MEGAN TORRINI SENIOR COMMERCIAL MARKETING MANAGER, CUSTOMER SATISFACTION

• The big difference is the advanced protective layer added to the top of the block–the hexagonal pattern. This patented coating is application-specific and transferred from the pads to the rotor. This provides a protective transfer layer, which eliminates noise-causing vibration, improves braking performance and pedal feel, while also reducing overall rotor wear. Plus, because brake dust is mostly material worn from the rotor, there is far less dust produced during braking.

• This design is far superior to brake pads that use abrasive painted metal or coated strips. This only cleans the rotor’s surface as it wears away. Duralast Elite’s hex coating improves the rotor’s surface and protects it for the life of the pads.

Bottom line: Your Retail and Commercial customers will love these pads because they are ultra-quiet, produce very low dust and have superior stopping power and longer life. Truly Elite!

To learn more about Duralast Elite and the complete brake line, see the Duralast Elite Sales Sheet or visit the Brakes Landing Page on DuralastParts.com.

GET EXCITED FOR TAX TIME SELLING SEASON! Tax season is just around the corner, and now, more than ever, our customers need our Trustworthy Advice to Do the Job Right the First Time and save money.

AutoZone sees its highest volume sales increase of any threeweek time frame out of the entire year during this time. It is our largest and best opportunity to gain new customers and to increase market share by delivering WOW! Customer Service to customers new and old.

We’ve implemented a new data-driven strategy designed to help AutoZoners perform the right activities at the right time, take advantage of the increase in customer flow and serve our customers even better. We’ve also ramped up the recruitment and hiring of new AutoZoners.

If you haven’t yet visited the Tax Time Center, located on the AutoZone Intranet / DOC / Tax Time, do it today!

The outline below highlights what tools and training are available to help both our newest and most veteran AutoZoners succeed during tax season.

DAVID FISCHER MANAGER, PROCESS IMPROVEMENT, STORE OPERATIONS, CUSTOMER SATISFACTION KENELE SPELL COMMUNICATIONS SPECIALIST, CUSTOMER SATISFACTION

• The Preparation Checklist helps prepare AutoZoners for the increase in traffic and potential sales that come with the tax season with additional guidance on staffing, training and equipment maintenance.

• The Tax-Time Tune-Up training modules focuses on the key categories that see a significant sales increase, including ‘Oil and Air’, ‘Brakes’, ‘Ride Control’ and ‘Ignition and Engine Management’.

• The contest standings (in AZ KPI Reporting) lets you compare how you are doing compared to the other AutoZone stores in your area.

Other key elements include special Rewards Deals, impulse zone promotions, inventory management guidance and shifting planogram activities to focus on our customers and much more!

Last, but certainly not least, let’s not only meet the expectations and needs of our customers, let’s exceed them!

Check out the video above which highlights some of our preparation for the increased customer traffic during Tax Time.

TUNE-IN | 33

TRACY HOUSTON MANAGER, COMMUNICATIONS, CUSTOMER SATISFACTION

Industry News In early 2020, auto part retailers were deemed essential workers because of the services provided to the transportation industry, from delivering products to ensuring other essential workers’ vehicles are operational so they can do their jobs. AutoZoners know this reality well because we play an important role every day in the lives of drivers and professional repair shops.

Most of us are now wondering where our industry falls in priority order to receive the vaccine. Much like COVID regulations and the designation of AutoZone as an “essential business,” this will vary by state. Auto Care has reported that each state has set up a tiered system for priority distribution of the vaccine. Our industry, while declared essential, will probably fall within phase two or three.

Click here to access a list of links to state sources for vaccine priority populations.

34 | TUNE-IN | FEBRUARY 2021

Sources: Auto Care Association and KFF.org

EVERY SINGLE DOLLAR COUNTS GIVE

$

1

Per Pay Period

GIVE

GIVE

2

GIVE

5

$

10

$

Per Pay Period

$

Per Pay Period

Per Pay Period

HELP AUTOZONERS WHEN LIFE HAPPENS

UNEXPECTED FUNERAL

NATURAL DISASTER

HOUSE FIRE

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

Consider giving up the amount of an everyday item to help make a difference in an AutoZoners life.

Example: For the price of a candy bar ($1), a soda ($2), a cup of coffee ($5), or a movie rental online ($10).

You can truly make a difference. It’s easy.

MAKE A DIFFERENCE GIVE TODAY Make a contributions through eCharitable, personal check, or PayPal.Me/AutoZonerAssistance

HELP AUTOZONERS

WHO NEED ASSISTANCE

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

We always strive to be our best and your feedback helps make it possible. Click here to let us know how you liked this issue of Tune-In.

36 | TUNE-IN | FEBRUARY 2021