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“A professional, yet friendly place to do business.”
This is the feeling that Paul Chrt wants to convey to his customers about his parts operation and dealership. Paul is the parts manager at Honda Superstore, in Lisle, IL. This dealer is a long-time fixture in the Chicago area – opening in 1977. Paul joined them shortly after, in 1979. Paul became the parts manager in 2000, and began to expand the wholesale business. Honda of America helped out with plans and training, but the greatest effort and amount of work, came from Paul and his team at Honda of Lisle. This dealer is now the number three wholesaler in the nation, for Honda, and it is still growing. More and more auto body shops in the Chicago area are using Honda of Lisle, and there is a very good reason why: They know they are getting the best service available; from a dealer who cares.
We talked about the changes in the parts industry, and the need/opportunity to adapt to new and innovative ideas. Paul uses both OPSTRAX and CollisionLink by OEConnection to receive orders directly from his customers. There has been a steady increase of these orders, which are placed directly by his customers using electronic ordering programs. This method seems to work very well – it is accurate and quick. The fax system is still used by some, and of course the telephone will always be used by those who prefer a more personal touch. However you place your order, it will be filled by a crew of 17, and delivered via a fleet of 14 parts trucks! The delivery system Paul uses is shared with Volvo and Infiniti; their trucks servicing Chicago and the surrounding suburbs at least twice each day.
Again and again, I find that a successful wholesale parts operation is built on a solid foundation of service. Paul’s foundation is the idea of service to the “real” customer; the car owner. He wants his wholesale customers to know that every individual order is important, because that order represents the customer; and that every order needs to be filled in its entirety, in order to complete the repair on time. Paul has over a million dollars worth of inventory, and Honda of America helps with that, providing parts daily, and shipping overnight, when necessary. This kind of service assures that the repairs are completed on time – creating the “completely satisfied” customer that we all desire.
A successful body shop operation depends on repeat and referral business. That means a happy customer who is impressed with the speed and quality of their repair. A timely delivery of all of the parts which are needed is a key factor in that goal. The body shop needs to know that their parts supplier is reliable, capable, and professional. These are the characteristics of an Autobody News Distinctive Dealership, and Honda of Lisle is obviously a member of this group. Paul Chrt says he has an excellent group of people, working together, in order to get the job done. I agree, he has a great team – all dedicated to providing the finest service possible – they are the essence of the word “professionals.”
Honda Superstore of Lisle, 4475 Lincoln Avenue, Lisle, Illinois 60532. Paul Chrt, Parts Manager. Phone: 630-852-7200.