Parts counter problems
 

I'm beginning to understand a bit better why so many folks on this and other sites request part# info. It seems when you go to a parts store--of ANY type, its luck of the draw as to whether the guy on the other side of the counter has a clue what you are looking for. Here is yesterdays story.

I was at TSC and called dad to see if we needed anything, he told me to run next door to NAPA and grab a filter for the 2072. I walk in, get in line, and wouldn't you know it, I got one of the kids. Told him I needed an oil filter for a Kohler M20. I got the biggest blank stare, you'd think I was asking for parts for a spaceship we have hidden away in Area 51.:bigeyes: He asked did I know the part #, which I didn't. Decided he would ask another guy, who gave him a number. He pulls the filter and brings it to me and asks does it look right. Tell him I don't know. I ask why he doesn't just look it up, as this store is a REAL KOHLER DEALER. He says he can't, he needs the model. I tell him its an M20, he says no that's not the model, I need the # off the tag. I tell him that is the model, at least that is how my Kohler parts book labels it. I then ask can he look it up by manufacturer, thinking with this being a remote filter maybe its an actual Cadet part. Nope, can't look up anything by manufacturer. This store is also a STENS dealer, how in the heck do you sell aftermarket stuff if you can't look up something so simple as an oil filter? Anyway, I told him I would get the old # and come back. Go out to my truck and call the Cadet dealer a few miles away. For some reason he couldn't find a filter for a 2072.:bash2: I said try an 1811, he says yep got it, I said I'll be there in 10 min.

Here is a positive parts counter story. I bought an aftermarket $500 radiator for a Deere farm tractor. It came with a piece of crap drain installed--Could not get it to break loose, handle finally broke. Dad stuck the new one in his pocket and decided to go by Oreileys to get one. They couldn't match it up with anything they had a listing on. Sales guy wanted to know what it fit, dad told him. Guy pull out his smartphone, logs on to Deere's website, get the part number, then proceeds to cross it over. Turns out he had one in stock all along. Guy went to a lot of work to sell a few $ item, but he demonstrated great customer service.:beerchug:

Guess I just hold parts guys to a higher standard, seeing that was what my dad did for the majority of the time he worked for IH--in the pre computer days where everything was literally dug out of the parts books. If they were a dealer for it, they did not rest until they found your part. They would not waste time on stuff they did not sell, but they carried several lines very well. I spent a few years there working part time as well so I understand its not always cut and dry searching for parts. Their parts books had tons of notes scribbled inside them whenever something was confusing, or if a particular customer had an oddball version not as common as most machines (ser # break).

Last summer, I looked up a part I needed for my service van. Locally, there are four Auto Parts stores in town. So, I get on the phone, with part number in hand and started calling the stores. Lo and behold, the Auto Zone store stocked the part I needed. I stated I would be right over. 10 minutes later, I walked into this Auto Zone. I stated that I just called 10 minutes ago and I need part number xxxxxx. Buffy....and I use that term with tongue in cheek...asked what make and model of vehicle I was working. I again gave your the "part number" that I wanted and she had no clue, the "deer in the headlights" look. I stated that I just called and her fellow employ stated that they had it. Gave her the part number again and got the same response. Finally the Store Manager stepped in. I repeated for the fourth time, that part number, and he went to the shelves and picked out the part and brought it to the counter.

This is positive proof....there is a "dumbing down" of America. And, it is just not Auto Parts stores. I see the same thing dealing with HVAC/R Wholesale Distributors.

:angry: :bash2: :bash:

I agree with the frustrations mentioned earlier.

I have one local small-engine shop that I can still rely on. The guy that owns it looks like he'd fit right in on Duck Dynasty. He is always helpful, has a counter top full of parts books and repair manuals and certainly knows how to use them.

I was saddened the other day when I drove by and saw a real estate sign in front of his shop. I'll have to stop in and verify my suspicions that he's ready to retire.

I have encountered that situation so many times! Recently I went to Fastenal to buy some woodruff keys, fine thread 3/4 lock nuts and a product called Lab Metal. All these products were listed as locally available from their website. So the local Fastenal is about 5 miles away and to the parts counter I go! Ha! I got the dumbest shit Fastenal employs... So with their info in hand, I proceed to buy the stuff. "We ain't got that" was his reply regarding the hardware...the nuts or the woodruff keys I ask?....crickets....I said do you know what a woodruff key is....again crickets...blank stare..."Nah, we ain't got those things...don't know what they are... can you get them I ask? Again "Nah, we ain't got those". This is a prime example of why Fastenal has closed two stores near me and why so many order product online. I went to McMaster-Carr ordered my stuff and more....it was here in two days!

Someone told me Fastenal has the 20/20/20 problem...20yr olds at the counter, earning 20k a year...average employment tenure...20 months.:bash2:

Fastenal has very poor counter help. The rep that stopped in to the shop at work was better.

Who like to play "The teacher"? I was at my local hardware store (Rona) last week in the electric department looking to get what I need to power a variable frequency drive (VFD) from a 230V single phase source and the young men have no clue of what I was talking about. He even tell me he was actually getting a private college formation in electric industrial control and machinery.

G....Ok then...I try to explain how a VFD and a rotary phase converter work and he was totally lost, he didn't know we can only get single and 3 phases from our power plan, he was sure a 230V source was a 2 phases! I take the time to explain what I was doing and how I do it and he said he never knew it was possible to produce 3 phases from a single phase source.

This young man tell me he finish his scholarship and get his degree in one month, I think he his far from been ready but at least there is hope since this one was listening to me and not giving me the rolling eyes look. Getting someone who knows his game behind a counter his more rare then pope a$$ skin today.

They could hire better people if they paid more but then they'd have to raise the prices to cover payroll and then everyone would have something else to complain about.

Years ago I went to my local NAPA store to get a simple part. Was in the process of telling the parts counter guy what I needed and the phone rang. He picked it up, and left me just waiting. I swear I spent 10 minutes standing there. Finally, he finished the call and back to me. I just stood there with a red, pissed off look. I couldn't help it, I said why would you answer the phone when you have a customer with cash in hand just standing when you have no idea if the phone guy would ever buy anything? He began talking but I didn't hear a word he was saying I was so mad. Ever since that episode, I buy everything online. Not just mechanical parts, but things around the house.

It's too bad that the NAPA stores you both had problems with didn't educate (or care to) their countermen. NAPA has one of the most diverse product lines in the parts industry. In addition to auto parts, NAPA carries farm, lawn and garden, marine, heavy truck, industrial, construction, and on and on. If you would like to see their product line, go to their website and click on e-catalogs, you'll see the list. And yes you can look up an oil filter for a 2072 Cub Cadet by application in the Cub Cadet listings or the Kohler listing. Been there done that. Here's a link to the E-catalogs ---
https://www.napaecatalog.com/erack.p..._partnumber%3d

I bet they don't pay more than $10 or $12 an hour which is just a little more than McDonalds. You can't get good help at that price.

There are places hiring all over where I live, but they all pay those kind of wages. I wish I knew the answer to fixing this problem, but its not gonna go away.

I do my best to buy local, but its hard to do.




Randy

Same here at my local NAPA! There is a CARQUEST not far from me who is own by his founder (Clermont auto parts) , some of the employees are still there today and one have been there for almost 50 years! (Raymond) He sell me parts for my first car! I have to admit I feel at home and welcome every time I get there and they always give me a better quote then NAPA.

Place like that still exist, let's hope they never close. :beerchug:

Same Napa last fall. I needed a master cylinder for my 1974 F-600 grain truck. Called them up, had trouble identifying what we needed over the phone. I said you got me a brake booster for this truck a few years back. He looked up my name and found it, back in 2011. OK, now he knew what we were working on but wanted to make sure he had it. Wanted to see if I could get any numbers off the old one. I described how it was made and a casting/id number on the side. Yep, got one in my hand, I'll put it on the counter for you. Now THAT is a real parts man. Makes working on stuff enjoyable when you get to deal with folks like that. I sure hope guys like that get paid what they are worth--probably does if the boss has a brain.

its like that pretty much everywhere these days. The shop I work in don't want to pay for decent people in parts so you get people that aren't very interested in looking things up. also stocking parts is a problem. at the shop I work if you want brakes , brake drums or anti freeze they buy that in bulk and get a deal but go ask for other parts and you get we don't have that in stock but can have it tomorrow if you would want to pay extra for shipping. its just a crock. as you can tell there's no love loss with parts dept at the ruck shop I work at

It's a different market now. I started working for NAPA right out of the army. Bought a house raised a couple kids, took vacations, had good benefits. I had my own store by the time I was 27 and hired good people and paid them as much as I could afford. They also bought there own homes, raised a family, etc.
I was diagnosed with MS about 12 years ago but NAPA accommodated me better than they really should have until I finally retired on disability in 2011. NAPA HR was proactive years ago and made sure I had the proper short term and long term disability policies in place. I'm now on SSDI and my disability insurance through NAPA also pays me on a monthly basis. I didn't lose a dime of income thanks to this amazing company.
This type of employee commitment isn't free and I can't tell you the times a customer would tell me "Auto Zone" has this same brake rotor for $2.37 less than NAPA." Those lower prices have to come from somewhere and payroll and benefits is the first thing to get cut.
I can't speak for every NAPA but I'm proud of the guys I hired and the job they did, and still do. I believed in lots of training, both online and classroom. That's not cheap either. Unfortunately we're in a price-driven market now and I don't see that ever changing. So careful when you wish for lower prices. You just might get them.

Within 4 miles is an Autozone, Advance Auto and a NAPA. The Autozone is new, less than a year. Nice clean store, but everything is list price and no end of year oil sales like I read about. The Advance has had many employee changes and I don't recognize anyone anymore. The Advance website does not match what is in stock. The NAPA store has been in the same location for decades. Mostly the same people. Always helpful, even the "new" guys in their 30's. Local Cub Cadet dealer parts guy has been there at least 25 years. I shop NAPA and CC or on line.

You are the counter person at. Rock Auto.com
I start there first for car parts ,depending how bad I need it ,price difference,shipping

I cant stand the ones who are always right
( in their minds) or cannot remember what you said 2 seconds ago

Anytime I get a parts person (sometimes they are girls now) who is adamant they they can't get something, or don't know how to look it up, I educate them. Usually, I already know what I'm after, and either have the numbers, or already have looked it up and know they carry it and can either order it, or they have it in stock. My favorite is when I go to the store with that information, but ask them to look it up anyway. More than one time, I'd already looked up the part and knew they had it in stock..... Them: "We can't get that." Me: "Really? You sure?" Them: "Yes, I'm sure." Me: "Funny, I already looked it up and you have it in stock." Them: Blank stare... Then the education starts. It usually winds up with me making them look stupid, and informing them that they shouldn't tell people they can't get something unless they know for certain that they can't. Once the part comes out that they had.... they usually feel pretty stupid without me saying too much. Oh... I do have fun with stupid parts people.

My wife was with me once. She said I wasn't very nice. I told her that if the parts person can't look up and sell parts, especially when they stock them, that they shouldn't be allowed to work there. They deserve to get their feathers ruffled by an informed customer. I gave one new girl a really, really hard time the first time around. Next time I dealt with her, she asked right away if I already had the numbers. I did. Much easier to deal with the second time around. Actually,,, that girl has since become much better at her job.


BUT,,,,, on another subject. What irritates me even more than stupid parts people who can't look up parts, is that so many parts places (Advance, O'Reilly's, Autozone) ADVERTISE that they will diagnose your cars issues and sell you the parts you need!! These young kids have NO DEGREE in auto mechanics, can BARELY play parts people and the unwitting general public goes to the store thinking they are getting real help!!!! :bash2::bash2::bash2: How on earth can they diagnose an issue with a very involved computer controlled engine, when they don't even know what it is that an oxygen sensor does, let alone what other issue can cause the computer to say the oxygen sensor isn't working???? OOOOOOHHHHHHH that pisses me off. I was in a store one day and a guy came in and wanted his check engine light diagnosed. I turned to the guy and said, "You came to the wrong place!!" Guy: "What?" Me: "Yeah, you came to a parts store. These guys are parts salesmen, not mechanics. You need to go to a mechanic shop, not a parts store!!" I said it really loud too. And I've listened in on these conversations with customers and these wannabe parts people playing mechanic. It's entertaining to say the least. Outside of laughing at the advice out loud, I try to stay out of it. I don't have time to play mechanic for free in the parts store. It was this kind of stuff that made owning a shop harder and harder. The very stores that sold me my parts, worked against me trying to be the shop. REALLY pisses me off. :beatdeadhorse:

You know, as a shop owner, the cost of parts was just marked up and passed along.... so price wasn't top of my concern. I didn't want my customers thinking they were getting shafted on parts, and as you can imagine, they did check prices. Usually at the cheapest places (Autozone, and online) and would complain. I usually stopped that dead in it's tracks. I told them this was a shop, and there were just certain things that were not negotiable. I bought the parts, and I got to choose what I installed as I was the one warrantying the work. If they wanted to buy their own parts, then they would have to diagnose the problem and fix it themselves, or I would be happy next time to just diagnose it.... for a fee.

Back to where I was headed with this... So, the issue I have with Napa isn't the service... as most of the Napa store I could deal with had impeccable parts people..... it was the price. I had two Napa stores in my "area". They were both owned by the same guy. One was literally 1 block from my shop. I seldom ever bought anything from them. They would not deliver, as they said I could just walk over in less time, whereas my other guys would deliver..... from the next town over (about 18 miles away). Second issue was, their prices were so far out of line it wasn't funny. Example: I needed a gallon a G-05 antifreeze one day. Walked up to Napa. They charged me $34 for a gallon. I knew I was paying more for it than I should, but paid it and left. Out of pure curiosity and frustration, called O'Reilly's. My price there, DELIVERED, $18. HALF!!! That's a lot of money for a gallon of antifreeze!!! It was the same thing for other parts. They were most always 30-50% higher for the same quality part. I could buy from O'Reilly's, mark it up and resell it for less than I would have PAID for it at Napa. That's ridiculous. Now... it may have just been my local store owner..... but good grief. Just no reason for those kind for prices! He only had 3 or 4 employees between the two stores. Other parts stores employ around 8 per store. Pretty sure it isn't overhead that drives those prices.

My guess is that the NAPA store owner was cutting you no slack and charging you full retail price. If you really do treat parts people like you said you do in the previous post I would charge you full price too. Luckily I had some of the best people in the world as customers and none of them ever treated us like that. Sometimes your price is a direct reflection of your attitude. My guess is they don't want your business.

Well Gary, I'm glad you think you know what's going on. Never had to tread the Napa people sh!tty because they were good at what they did. I did business with them long before I owned a shop.... and before they owned it. So, I doubt that was the case. Thanks for your attempt at an answer though.

Your superior intelligence allows you to know who to treat like crap and who not to. I'm glad I'm not as smart as you. I don't treat anyone like that...ever...for any reason.

Why are your doors closed and you're working for someone else now? I thought you had all the answers.

All the small shops in the area closed. Heck, even the dealers have had issues.

I worked at NAPA a long time ago. We always had different price sheets. Yellow was general over the counter pricing. Green was for good customers and shops. Salmon was stocking dealer. Blue was jobber cost. Don't recall what the margins were. Of course for the well known pain in the *** customers there was list price.

:NailHead:

Economy hit us hard. Several of my big customers also went under. I chose to get out. I also had some personal issues at the same time. Gary, you don't know me at all.

Let's look at it from a parts store owners perspective....
You said you paid your people well, trained them well.... and that cost money right?? You bet it did! Now, your in your office behind the counter, and you overhear one of your employees waiting on a customer.... but not just any customer, one of your top 5 customers. You hear what the customer wants, and think, "yeah, we carry that". But then you hear your employee tells them you don't carry it, and can't get it. "Check down the strwet at O'Reilly's they say." I bet you'd be upset too!!
Now, I don't stand at the counter and scream at them, and I don't call them names, and demand to see a manager. I usually just tell them directly they are wrong, then tell how to look it up, or tell them to get out a book.

Yeah, I'm smart, and I'm a smart ass.... but I'm not a scene maker. Give it up Gary. I never did anything to you. Hell, outside of you and I getting kicked off a Facebook page together for I don't even recall what, I don't know that I've ever spoken to you before now.

You guys have to start looking at things from more than just one perspective.....

As a business owner, it's frustrating to get an incompetent parts person. Especially when you've done business for years and years with the store, and you get some newbie flippantly telling you they can't get something you know darn good and well they can.

As a parts store owner, you don't want employees sending people out the door without selling them parts. It's one thing if you really don't carry it.... but another entirely to have an incompetent employee.



Rip on me all you want, but I do expect people who are employed to be able to do their job. I'm expected to do my job, my employees were expected to do theirs, and do it well or they wouldn't be working for me. I will add that I had some of the best employees in the world. They worked hard for me, and in turn, I took care of them. Never had any leave on a bad note, but did let a couple go. The ones that got "fired" were for good reason.... but no one that left on their own, left on bad terms. All that left were actually pretty upset at leaving. Even the ones that were offered better jobs. None were looking for better jobs.... people sought them out.

Someone mentioned better pay..... I do somewhat agree. Years ago, when a mechanic got "too old" to work like he used to he would either go into a management roll, like a shop foreman, or he would move to the parts counter. Some of the best parts guys I've ever met used to be mechanics. Nowadays, experienced mechanics make nearly $30/hr. Some make more, some just less.... but no way are you going to get part stores to pay that. A parts store is going to pay about $10 to start and go up to about $15/hr. When I was looking to close the shop, I interviewed for a store manager position at O'Reilly's. I was appalled at what they offered me. I don't recall the exact number, but it was less than $50,000/yr and that was at a store that sold over $500K but less than $1 million a year. (Don't recall exactly how much... it a few years ago.) For that kind of money, your not going to get experience, I agree. But, training.... you'd think they would train better. Someone is certainly making money at those stores... but not the employees! It's like pulling teeth to get a kid at a counter to open a book. If it's not on the computer in front of them.... it can't be had. Which is not true. Lots of things don't come up on that PC that are in their rack of books. That's why they have parts books.....

Sorry boys.... this subject does get me going. I just have no tolerance whatsoever for incompetent parts salespeople.

How can we soar like an Eagle when we are surrounded by Buzzards??

We have the same problems with getting our Cub Parts. Yea, I have it, IT arrives and is the wrong part? :bigthink:

Not Cub-related, but it IS parts-counter related:

Stopped by my local O'Reilly's on the way home from work to pick up some stuff for our 1981 Bronco and our 1995 PowerStroke. Told counter help that I needed a fuel filter for a '95 PowerStroke. Counter help starts clicking on the computer. Parts counter help stops and says, "What's a PowerStroke?"

I kind of expect this any more, so expectations can set the tone of the conversation. Since I'd rather turn it into a teaching moment rather than getting aggravated, we stepped through the screens and found what I needed.

It was kind of amusing that some of the more experienced help there was not busy at the time, they just stand around and don't even bother to try and help the obviously less experienced co-worker.