If you take a step back and look at the daily activities of a parts department, it’s typically measured in sales: but at what cost? In other words, what did it take in terms of time spent to achieve those sales?
Many Parts Managers are leveraging technology, not to replace the one-on-one customer relationship, but rather to enhance what we are already doing. As an example, if you can give customers the information they need without an inbound phone call, why wouldn’t you? Especially when the demand is beyond the normal operating hours of the parts department.
The table below was specifically created just for dedicated wholesale sales as a reference of suggested staffing levels. The back parts counter is based on how many technicians and service advisors the parts department needs to support.
One thing we can all agree on is that despite growing sales year after year (That’s the intent) is that the level of staffing never seems to be enough. Saving time is a highly sought-after luxury and efficiencies are of paramount importance. It’s all about doing more with less and running both lean inventories and staffing.
Having a 24/7 online parts catalog or “Virtual Parts Counter” is really a great fit to the ever-changing needs of our business. It never closes, and it gives the customer the option to “buy it now” without having to answer a ringing phone.
After all, time and convenience is the new currency in today’s marketplace and you can offer your customers both. It also gives you, the Parts Manager, a way to connect with customers of older age segment vehicles who are online looking for replacement parts. Don’t give them a reason to go anywhere else and capture that sale. These first time customers are likely to become repeat customers!
