By Amy Antenora
CHICAGO — What drives today’s independent repair shop owner to choose one parts source over another? This was the question asked during a panel discussion led by moderator Gary Molinaro, and including Jim Bastone, owner of Bastone Auto Service; Scott Bennett, director of operations, Bennett Auto Supply; and Fred Meyers, president, One Stop Undercar.
One of the key influencers according to all three panelists, is the customer.
“Know your customers, and stay in contact with them,” said Scott Bennett. “There are so many different opportunities, but you have to have your ear to the ground and really listen to your customers.”
The top three things Bennett says his customers look for are price, quality and service. Each marketplace is different; make decisions based on the majority to meet those needs, Bennett added. Brand is of least importance to the customer, when price, quality and service needs are met.
Fred Meyers agreed, “What we’re hearing from our customers today is that brand is less important than availability and service. These people are not familiar with the old brands that we grew up with for many years.” 
Who has the greatest influence on parts purchase decisions from professional repair shops? According to Meyers, it’s the WD. “We’re the ones that formulate the decision on what brands of parts are distributed into the market today,” said Meyers.
Bastone disagreed with Meyers that the WD is the ultimate decision maker. As a shop owner, Bastone said he has historically vented his frustrations regarding product directly to the manufacturers, and the manufacturers have begun to listen, he said.
Bastone also brought up the concern of buying from direct competition such as AutoZone and Advance Auto Parts, which both target the DIYer and in many cases do for free what the independent repair shops charge for.
“I’ve been around so I understand the problems of servicing a customer and seeing a customer go somewhere else because of price,” said Bastone. “Price is not everything.”
Bastone also focuses his attention on his technicians and how they feel when installing parts. He pays attention to when he hears a technician grumble during a difficult job.
“What influences me a lot is what my technicians see, because they are the ones putting it on the car,” said Bastone. “It’s a big influence on whether you buy that product again or not. A product that works keeps them happy.”
Bastone noted that he buys 50 percent of his parts online. However, knowledgeable counterpersons still have a demand in the marketplace, the panel noted. The panelists agreed that buying online does not diminish the need for skilled counter pros.
The panel also debated the issue of returns. An audience member asked the panelists what they are seeing with fuel surcharges on deliveries.
