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Harris Steinberg named the 2006 Counter Professional of the Year by Counterman Magazine
When the residents of North Philadelphia need a reliable part they go to Morris Auto Parts, because like the motto says, “Morris Has It.” Owner Harris Steinberg stands by that motto and that’s one of the many reasons he was named the 2006 Counterman Magazine Counter Professional of the Year, presented by WIX Filters. On a particularly cold, snowy night in North Philadelphia, Harris Steinberg was at the counter doing what he does best — helping customers. Come first light the following morning, he was opening his doors. He had slept that night at the store, covering himself with his employees’ sweatshirts and flannels to keep warm. He knew that his customers, that day more than most, would need him.
As Steinberg sees it, this kind of dedication just comes with the job. The staff at Counterman sees this dedication worthy of recognition and that’s just one of many reasons why Steinberg was named the 2006 Counter Professional of the Year, presented by WIX Filters. As owner of Morris Auto Parts in Philadelphia, Steinberg possesses all the qualities of an outstanding professional who values his profession and the people who make it all possible — his family, employees and customers.
Read the complete article at http://www.aftermarketnews.com/default.aspx?type=art&id=80200
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Top: Harris Steinberg, Bottom: Harris & Employees of Morris Auto Parts
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From Left to Right Tom Gallagher, Harris Steinberg, Mike Demers, Ben Yelowitz From Aftermarket News Staff & Wire Reports WESTMONT, NJ -- POJA Warehouse, a regional marketing and distribution group with 20 members operating 28 wholesale auto parts distribution points, has elected new officers for 2008.
POJA Warehouse was founded in 1995 by a group of family owned auto parts wholesalers. Its members serve professional automotive technicians in the New Jersey, Delaware and Eastern Pennsylvania markets.
The newly elected officers are: President - Harris Steinberg , owner of Morris Auto Parts;
Vice President - Tom Gallagher of ETG Auto Parts;
Treasurer - Ben Yelowitz of Crest Auto Stores; and
Secretary - Mike Demers of Son’s Auto Supply POJA Warehouse is active in promoting the ASE Blue Seal Program, PATA (www.pata.us) and extensive training for staff and customers. |
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WHAT'S WRONG WITH CUSTOMER SERVICE?  By Mike Demers
Recently I have been confounded by the different meanings of customer service between 40-plus year olds and those aged 25 and under. My first tale involves a young 20-something travel agent going to Spain for the first time. In the States, she uses her debit card, so why not in Spain? She called her bank twice to confirm that her card would be accepted during her trip. The bank said she’d have no problem using the card. Well, when she got to Spain she couldn’t use it. She had to borrow cash from everyone else on the trip. She was so upset she called her bank from Spain. The bank replied, “Oh, I’m sorry. You can’t use a debit card in Spain.” Upon return to the States, the upset customer went to the bank to close account. The 20-something teller asked why the customer was closing the account. After hearing the explanation, the teller agreed with the customer that she should do business with another bank! Wait a minute, here’s two people involved with customer service — a travel agent and a bank teller — and they both shrug off the experience? An older customer surely would have asked to talk to a manager to discuss the problem. A Boomer teller would have tried to save the customer. But these two 20-somethings thought this was the way the situation should have been handled. They weren’t thinking about the next person who may have the same bad experience because no one wanted to get involved. The same misinformation will again be spread. Since when is a lost customer not considered a big deal? Is poor company performance expected in this day-and-age? Who’s leading these young people? My neighbor, we’ll call him ‘Mr. Computer Head,’ ordered a game cartridge online from a local big-box electronics store. He didn’t pay for the game online, he only placed an order for quick pick-up at the store. The Sunday newspaper had a 10 percent discount coupon, which Mr. Computer Head clipped and brought to the store. At the pick-up counter he met ‘Ms. Store Policy.’ Ms. Policy stated that he couldn’t use the coupon because he ordered the product online. He explained that, yes, he did order on the Web, but he didn’t pay online. Ms. Policy replied, “You know you are wrong, do you want the manager?” Mr. Computer Head replied, “No, I don’t need the manager, I’ll just go onto the floor, pick the same game off the shelf, take it to the register with my coupon and get my 10 percent discount. And I will never spend another dime in any of your stores.” Ms. Policy gave the perfunctory “whatever,” and moved on to the next victim. Now the store keeps emailing Mr. Computer Head to come in and pick-up his game. Duh. Now, that store has another lost customer, complete with 50 retellings of his shopping experience to all his friends. All courtesy of a 20-year old’s view of store policy. Ah, then there’s me versus the phone store. Send the bail bondsmen. I needed to get a phone fixed. Like most auto parts distributors, I use a two-way radio/phone to communicate with delivery staff. Walking into the phone store, I am already out of place. I am missing the following options from my phone: surround sound, American Idol Quick Vote, a latte warmer, a rear projection movie viewing screen and storage for 23,000 of my favorite songs. Yes, I’m out of touch. Three trips and five hours invested to get the simple phone fixed and I get a difficult attitude and a map to a different store for the next time I need a phone repair. Customer service? Sorry, not spoken at this phone store. Since when is it acceptable for the cashier to make me wait as she text messages someone from her cell phone? Of course, I’m just a customer. It is crazy for me to think I come before the friends of the cashier. Now that she is finished text messaging, she proceeds to show the phone tech the newest photos she took with her phone. Yes, Mr. Customer, you may wait while we discuss the photos. I feel all warm and fuzzy inside and can’t wait to tell all my business friends about the great disservice I just received. You may just think this is considered normal customer service these days. But look around, these people are also working for you. We must train young professionals and explain what customer service really is. We old guys may take for granted that our younger associates know the true meaning. Our generation has very different expectations; your version of customer service may not match that of a 25 year old. If all of your customers are 25, maybe your store can get away with the updated version. If you customers are from all age groups, some training will be needed. Training — not an explanation of the store’s policy. Training on the proper way to serve your customers and training on what to expect as a customer.
Mike Demers owns and operates Son’s Auto Supply, an ASE Blue Seal Certified distributor, in Westmont, NJ.
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NITROGEN TIRE INFLATION: A LOT OF HOT AIR? By Mike Demers
Nitrogen-inflated tires: Are they the newest “snake oil” on the block? Is there a real benefit for distributors? What about motorists? Your customers and neighbors are probably already — or will be soon — asking you about nitrogen as a tire inflation media. As a parts pro, you may need some information on this subject.
First off, no, nitrogen will not blow up. That was hydrogen in the Hindenburg. Nitrogen is used in tires on the Space Shuttle, every commercial airliner, Tour de France bicycles and most race cars. Nitrogen is not flammable.
We all know the benefits of having proper tire inflation pressure. Properly inflated tires will run cooler and last up to 30 percent longer, and that’s good, especially for those of us running deliveries all day. A vehicle with properly inflated tires will handle and brake as designed. Properly inflated tires have less rolling resistance, thus better fuel mileage.
If you check your delivery truck tires at the same temperature every week and fill them only with true dry, compressed air, you don’t need nitrogen for tire inflation. And by “dry,” I mean using a refrigerated or membrane drier on your compressed air source. For the remainder of us, there’s nitrogen. Nitrogen has two main benefits. First, it leaks much less than compressed air. Second, it’s “dry” and therefore is better for the lifespan of the tire.
In order to get the benefits of nitrogen, there are some basic quality requirements. The inflated tire must have at least a 95 percent concentration of nitrogen. Not 94.5 percent — at least 95 percent. Why is this a problem? Some equipment and procedures are not capable of delivering this needed purity level. Without the needed purity level, you’re not getting the full benefit.
Let’s talk about pressure. The National Highway Traffic Safety Administration (NHTSA) says that the pressure loss from an air-inflated tire may be up to 5 percent per month. That means in the usual three months between vehicle services, there will be a 15 percent drop in inflation pressure. Yes, the owners’ manual in the glove box recommends that pressure checks be performed monthly. Is the average driver following these recommendations? Do your delivery drivers? Probably not.
Bridgestone’s Real Answers newsletter says that nitrogen leaks at approximately 1/6 the rate of compressed air. So, the same tire, filled with 95+ percent nitrogen will lose one psi per month under the same conditions. Note that monthly pressure checks are still required, as per the manufacturer.
Wait a minute, what about the new Tire Pressure Monitoring Systems (TPMS) on newer cars? Do you still need to check air pressure? Yes, because the system only sets a warning light when the tire is 25 percent under or over inflated. A tire 25 percent low will cause wasted fuel and poor handling and may fail because of extreme heat.
This discussion of TPMS leads to the other advantage of nitrogen. Nitrogen is dry; there’s no water vapor or oxygen. The TPMS sensors have small holes that the inflation media must pass through. Any dirt or water may clog or rust the hole, rendering the sensor useless. The water vapor also corrodes the valve core.
Water vapor is the culprit responsible for the large temperature-related pressure changes. A tire inflated with compressed air may contain enough water vapor to condense into liquid at low temperature conditions. This will cause a drop in pressure. The water vapor may also turn into steam at high speeds, causing an over inflation problem. Over time, water vapor also attacks alloy wheels, valve stems and cores and the steel belts in the tire.
What about oxygen? Oxygen is an oxidizer, and is the cause of sidewall “dry rot.” This is the reason Ford recommends that tires be replaced every six years, regardless of tread depth.
OK, what do the car and tire manufacturers say about nitrogen? Well Acura and Honda say ‘no!’ GM puts limits on the recommendation. Why? While both GM and Honda recognize the benefits of quality nitrogen inflation, they have a problem, as they should, with providers that can’t meet the necessary quality criteria. Remember, you need at least 95 percent purity in the inflated tire. Both of these OEMs warn about reduced effects from poor-quality nitrogen providers and/or topping off with regular compressed air.
Michelin, Goodyear and Bridgestone/Firestone recognize that nitrogen leaks less than compressed air. These companies also stress the need for monthly pressure checks.
Finally, nitrogen tire inflation has caused some semi-religious experiences for some users. I have heard of huge mileage increases, ride quality improvement, reduced back shifting out of overdrive while climbing hills, increased stability while hauling heavy loads and on and on. If any of these happen to you, you may use them in your discussions, but use the disclaimer “your results may vary.”
Need another reason? The U.S. Department of Energy says that this country is wasting more than million gallons of gas a day because of incorrectly inflated tires.
Sources of Information on Nitrogen:
• www.msnbc.msn.com/id/12517107
• www.goodyear.com/media/pr/pr 2003/22775ti.html
• Bridgestone Real Answers Volume 8, Issue 3
• The Goodyear Tire & Rubber Company PSB #2004-09
• Michelin North America PM-03-05
• Tech-Tip_0106 Tires + Nitrogen Gas (GM Fleet and Commercial)
• Passenger tires inflated with nitrogen age slower: Part 2 of 2. Author: John M Baldwin, David R. Bauer, Kevin R. Ellwood, Ford Motor Co. September 20, 2004
• EPA 4250-K-93-001 Your Car and the Environment
• www.whynitrofill.com
• www.nitrofillnow.com
• Acura Tech Line Summary Article BTS060804
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INFORMATION OVERLOAD September 11, 2007 By Mike Demers
I make enough of my own mistakes, no help needed.
I got burned the other day, again. Counterpro blunder number 24,357. It was a simple call: two front rotors for a 2004 Malibu. Wow, two choices, including a listing for a “Classic” Malibu. I don’t know about you, but no 2004 Malibu will ever be a “Classic.” A ‘64 or ‘65 maybe, but never a 2004.
Of course, the customer had no additional info, so it was guessing time again. I sent the wrong rotors, as expected. Sending the correct set was only half the answer — to get the whole answer I needed as much information as possible, in the beginning. No luck there.
I hit the “all lines” function on my trusty computer, thinking maybe another manufacturer cataloged the part better. Looking at 15 different catalog listings made it worse. Classic? LT? Maxx? New body style? Old body style? The Malibu Barbie Edition? This is no help at all!
I snuck down to a local service provider and got into his service information Web site. OK, now I see the difference! The Malibus with drum brakes use a 10.86” diameter front rotor, the ones with rear disc use a 11.653” diameter front rotor. So if we “ask” the computer the correct question — “4-wheel disc” or “10 or 11 inch diameter,” we will be able to send the correct part. But, although the 4-wheel disc question is asked, some electronic catalog listings ignore the answer, listing both part numbers. This may leave you waiting for me to jump all over the electronic catalog providers, but not today. Besides, that’s way too easy.
Do I need to arm myself with service provider electronic information? Do I need to be able to tell the difference between J66/J67 and JL9 brakes on our suspect Malibu? Is there a paper catalog that explains the choices better? Maybe there is. But the real answer was located somewhere counterpros usually don’t have the opportunity to explore.
Six days later, we got a call for a fuel filter for a 2002 Wrangler. If you don’t have access to a diagram describing all the different parts on the top of this fuel tank, you will spend the whole day sourcing stuff your customer doesn’t really need. Again, another trip to the local shop to look at a diagram of the top of the tank was required.
In another instance, I’m out calling on shops and discussing flashing PCMs when the tech working on a ‘02 Monte Carlo asked if I use a Tech 2, the preferred GM tool. I don’t. The tech said he purchased his PCM from another supplier because his service information provider stated that he needed to use a Tech 2 tool to do the key learn procedure. I knew there was a different way, yet the instructions with the new PCM were worthless. And a counterpro never tries to out talk a tech.
I asked the tech for the information, which he printed from his service Web site. There it was, after six pages of Tech 2 instructions, a way to do the learn procedure with “no tools.” And the procedure was only five lines long. I saved my competitor a return and I thought about how many other times this must have occurred. How many other PCMs are returned as new or defective because of poor or non-existent installation and learn procedures? Wouldn’t it be great to send explicit instructions for the make, model and year with the PCM? The majority of the shops have access to this type of information, but do they use it? Every time? I doubt it.
Try to replace the power sunroof motor or window motors on a 2005 Ford 500. Does the tech need to de-initialize the old motor and initialize the new motor? We are going to need a bigger back room unless we have a way of passing this information on to our customers. Will every manufacturer put the correct instructions in the box? Will anyone read them, the first time? Will anyone even believe the instructions? How many parts do we need to take back before we justify the cost of an information system?
I know what you’re thinking — it’s the same thing I’m thinking — this is just more money spent for something that our manufacturers should be providing, either in catalog or electronic form. I don’t think the manufacturers are going to donate that information any time soon so we can all have “free access” to service-provider Web sites. But I know counterpros will require more and more technical information, locators, diagrams, TSBs, install instructions and VIN decoders. Like our technician customers, we cannot ignore any source of needed information.
Hey, service-information providers, how about some help? The distribution side of the aftermarket may provide the sales boost you are searching for next year. But as usual, we need a “deal.”
SURFIN' PARTS USA October 15, 2007 By Mike Demers
Jan and Dean and The Beach Boys already own all the good titles pertaining to surfing — the real kind of surfing that involves water and a board. Recently, I was “surfing” the Net looking for some office equipment. I hate to say it, but I believe that the great leveler of all pricing is eBay. Want to know what your Number 2 Texaco Diecast Airplane is really worth? Go to eBay, the real value guide. The “book” may say $50, but if they are only selling for $25, it’s time to lower the price.
Speaking of Internet pricing, I have been hearing about Internet auto parts stores a lot lately. Should you and I be worried about these tech-savvy parts guys? Until I invent the Auto Parts Transdiffuser that instantly beams up parts, I don’t think Internet stores will be the number-one supply choice for fixing broken cars.
But, I’ve also heard the argument that pricing will be much better from Internet suppliers. Really? Better for what kind of part? What kind of vehicle?
I can’t resist. “Let’s go surfin,’ now!” For no particular reason I decided to shop the market on 2000 Ford, F-250, 7.3 code F, diesel water pumps. Of course, the first stop was eBay, which I searched by typing “F-250 diesel water pump.” It jumped right up like a fish out of water — a new, nationally known brand pump for $89.95, plus $14 freight. Good price!
Now let’s see what the big guys are charging. I tried the latest player on the Net and the catalog wanted me to buy everything but a water pump. I tried three times and couldn’t get past the first Web page. No problem, I’ll try later.
Next, I tried a national chain’s online store. This site listed one rebuilt and three new pumps with no explanation of the difference between the new and rebuilt parts. Prices ranged from $159 to $247 for new and the rebuilt was around $110. Why list three different new pumps for the same vehicle with no explanation? Why is one $90 more than the other? Why does one listing have a footnote about an engine type that the others don’t list? It was too confusing for me.
I was sure the discounters would do a better job. Wrong, again. This site also listed four pumps, three new and one rebuilt. The rebuilt was about $86, the new ones ranged from $150 to $200. Three of the pumps ship in one day, the fourth ships in three days — Don’t ask me why.
On to the next discounter. Well, this one only listed one rebuilt and two new. Prices were $100 for the rebuilt and either $150 or $160 for the new. The recommended related parts to add on included a roll of heater hose for $69. Nothing else in the recommended related parts list was in stock, including the upper and lower hoses and serp belt. In that case, every on-line buyer is going to buy 50 feet of heater hose — a person could do every car on the block! What a good Samaritan he would be!
Time to see if the new guy had his Web site up and running yet. I punched in my vehicle, and water pumps weren’t even on the list of popular parts. On to the next screen where I needed to re-enter my information. Then — I’m not kidding — my water pump matched 13,260 choices! No exaggeration. On the first line was a box of spark plugs — 13,260 choices spread out 24 items to a page — every part had one of the letters contained in the words, “water pump.” What else could they possibly trying to match? I didn’t have the time or patience to see if there really was a 2000, F-250 diesel water pump buried in the 13,000 plus listings.
It’s sort of amusing that these big players did everything except hire a parts professional. A counterpro as a consultant? The earth would start spinning the other way. I don’t know about you, but when I’m confused on the Net, I just click to the next site on the list. None of the store sites I visited would allow most people to have the confidence that they were ordering the correct part. Too many choices, confusing footnotes and non-existent listings don’t breed confidence.
I think the counterpros of the world have a safe profession for a while longer, until we all become high-paid Internet consultants. In the end, eBay had the best price and probably the easiest “catalog” in my search. Me, well, my price over the counter is between the eBay price and the discounters. I don’t have the belt and hoses in stock but you can have the part today! And I am silently working on the Auto Parts Transdiffuser for faxing and e-mailing instantly needed parts. But that’s a secret, so please don’t tell anyone.
YOU MIGHT BE A PARTS PRO IF... June 20, 2007 By Mike Demers
I’ve spent a lot of years in the parts business and over the years, I’ve made a few observations about the job we do. And so, with apologies to Jeff Foxworthy, you might be a parts professional if:
You cringe when you hear any of the following words: claim, lifetime or labor.
You have actually looked up a radiator hose in your brand, found the hose not in stock, interchanged the number to a competitive brand, interchanged that number back to your brand, got a number different than you started with, which you sold — and it worked.
You get an order for four outside door handles for an “Astrostar van,” and you send the correct parts.
You can only eat lunch standing up.
Your art collection consists of 12 auto parts hats and a poster of the Number 8 car.
You can drink hot coffee that gets cold, iced coffee that gets warm and eat three-day-old donuts.
You know the four seasons are Sta-Bil, De-icer, Armor All and R-134a.
You have never purchased a pen in your entire life.
You’ve invented your own short hand for upper, lower, left, right, front, rear, cam, crank, stick and automatic.
You never ask if the Cadillac has air conditioning even when the computer catalog prompts the question. And no, a Coupe de Ville is not four-wheel drive.
You can only install wiper blades in a torrential downpour.
You have brushed your teeth with Simple Green — just like the salesmen said you could — but the taste is horrible.
You know there is no “T” in Dexron.
You can measure the thickness of a rotor with a yard stick.
You can field strip and repair an invoice printer in two minutes.
Your clock moves in 20 minute increments.
You are the only one in your neighborhood working the last week of the year.
Your knowledge of other places in the country comes from reading three-year-old newspapers that were used for packing a special order you just received.
The UPS man knows what you just scribbled on his electronic pad.
You know a “caliper” and a “caliber” are the exact same part.
You open earlier and close later than the hours stated on the sign on the front door.
You know 400 phone numbers, 300 customer numbers, every part number for a ’93 Econoline and forget your wedding anniversary every year.
You get an order for 7/16 brake line, then you ask, “is that the wrench size?” (Which of course it is).
You don’t get stressed when a customer, ordering parts for a ’55 Buick, says “This car has been here all week and I need to get it finished today!”
You watch the original Blues Brothers, just to hear Dan Aykroyd talk about “cop springs, cop shocks, cop suspension...”
You started wearing glasses because the numbers on wheel seals looked like they were written in Roman numerals.
You hate to pay “list” price for anything. You even ask the checkout person at the supermarket, “What’s my price?”
You say “thank you” to your customers, and you mean it.
You wonder about the odd number of spark plugs on the shelf every time you sell a tune-up for a five-cylinder car.
You know that every set of wires returned “defective” is missing the coil wire.
You can remember that one sale of an air conditioning clutch that was not returned.
You are the only person who helps an out of town customer get home when her unobtainable seven-rib serpentine belt self destructs. You recommend a six-rib belt of the same length, which is in stock, as an emergency repair.
You look at the price of a hose clamp at the big box store and collapse in the aisle.
You prefer to eat with a plastic “spork.” It’s one less decision to make during a hectic day.
And finally, all your clothes, including your underwear, have an auto parts manufacturer’s logo.
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