...learn a lot on the job. A part may need a set of clips and possibly a new wiring harness, so we often include those items in the order. If they don’t need them, we will always take them back. But, when they and we can save them time, it sure makes us look good.”
The desire to flourish when it comes to selling parts starts at the top at Ivan Gandrud Chevrolet, Slack said.
“Our owner is Dan Mangless, who started out as a parts delivery driver and worked his way up through the system," Slack said. "That’s why we cater to our wholesale accounts and continually ask for their feedback while keeping the communication channels wide open.”
Part of Slack’s approach to customer service involves physically visiting his wholesale clients, which means he’s in a lot of body shops all the time.
“One shop owner in another market told me that he ordered parts from one dealer for 20 years and never met the parts manager. So, I make a point to see them all and find out what their concerns are," Slack said. "We know there will always be someone out there whose prices are cheaper, but we make sure that no one can beats us when we come to service.”
To stay in front of his wholesale customers, Ivan Gandrud Chevrolet offers price matching and works hard to accommodate them. They also host a car show every summer featuring 250 classic and collectible vehicles, and perform a lot of community outreach as well.
“The car show is our big event and we use it to donate food and raise money for an organization called Paul’s Pantry whose motto is 'Neighbors Feeding Neighbors,'" Slack said.
Ed Attanasio