Pep Boys plan for service

[robc]

Once again, we can see the plans from the dark side.
http://www.aftermarketbusiness.com/afte ... ?id=128061

My favorite passage was where a business consultant noted;

"I get my car serviced at Pep Boys because its a good way to check on the companys progress, Irwin reports. I still get the tough, we cant help you attitude.

A three-hour wait for an oil change was one slip-up, and the workers on duty made no attempt to ease the aggravation. Its more like its my problem that I cant get my car serviced, Irwin recounts."

Any thoughts or surprises about PepBoys plans?

------------------
** Rob, Editor Dealersedge/WD&S **
Help is only a message post away!
robc@dealersedge.com

[mark vandersteeg]

Pep Boys make dealers look good...i like it!!!

Pep Boys hires clerks. As long as they show up almost every day, don't steal too much and don't cuss out the customer (or the boss), we'll hire you!!!

Start out with a chicken and train it to be a dog and what do you have?

I think the motoring public with the means has switched from just finding the "cheapest" to "the best value".

Progressive dealers will take a hard look at their marketing, pricing, process, training and most of all...(based on the article referenced, what PEP BOYS is just beginning to understand)...People.

[sallen1]

Rob,

Two things from the article, one on stock price and the other is about their staff:

They have to change from a transactional culture to a customer service culture, says Irwin. The cultural shift is going to be hard to describe in a spread sheet, but its a big part of the story.

Certain people will not go to a dealership for anything unless absolutly neccessary and they tend to have those "oh, you put a dent in my bumper" or "you broke my antenna" problems. Whatever money you charged them is given back and then some. Pep Boys can have those customers and perhaps that's the reason for the sour attitude of their employees. And who would want to work in that environment like that?

And then, the stock price. Currently its about $16 off it's 52 wk low and moving sideways. To suceed they have to differentiate themselves from Autozone and even Wal Mart. They are loaded with debt and don't understand the service issue (as it applies to employees). I would be more worried about Wal Mart, not Pep Boys.

[This message has been edited by sallen1 (edited 12-14-2004).]