NPW Million Dollar Vendor Club Dinner: Supplier Partnerships Play Critical Role In NPW's Exponential Growth

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NPW Million Dollar Vendor Club Dinner: Supplier Partnerships Play Critical Role In NPW’s Exponential Growth

NPW, a member of the Aftermarket Auto Parts Alliance and also AAM Parts Pro, set out this past weekend to recognize the handful of suppliers that reached the $1 million in sales pinnacle in 2015 with its Million Dollar Vendor Club dinner, a black tie affair held Friday, Jan. 29 at the famed Starlight Ballroom in the Miami Beach Resort Hotel.

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By Amy Antenora
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At left, NPW President and CEO Larry Pacey with his son Chris, VP of Sales for NPW.
At left, NPW President and CEO Larry Pacey with his son Chris, VP of Sales for NPW.

MIAMI — Achieving $1 million in sales with a customer is a milestone in and of itself; however for National Performance Warehouse and its supplier partners, that milestone is symbolic of the mutual growth and success such partnerships can bring.

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NPW, a member of the Aftermarket Auto Parts Alliance and also AAM Parts Pro, set out this past weekend to recognize the handful of suppliers that reached this sales pinnacle in 2015 with its Million Dollar Vendor Club dinner, a black tie affair held Friday, Jan. 29 at the famed Starlight Ballroom in the Miami Beach Resort Hotel.

Two newcomers were inducted into the Million Dollar Vendor Club in 2015: Gates Corp. and Valvoline. Other Million Dollar Vendors recognized at the event included: Alliance Parts Warehouse, Autometer, BBB Industries, Centric, Dorman Products, Edelbrock, Federal-Mogul, Holley/MSD, NGK, Standard Motor Products and WIX. Bill Babcox, president of Babcox Media, was keynote speaker for the event. His presentation offered an entertaining and insightful perspective on “10 Things to Celebrate” about the automotive aftermarket.

Many of the suppliers at the awards dinner acknowledged NPW’s exponential growth the past several years and noted that they are committed to continuing to serve as partners to NPW in its continued growth trajectory. During his remarks at the event, NPW President and CEO Larry Pacey noted that the company has experienced a compound annual growth rate of 18.5 percent since 2008. Founded in 1969, NPW today offers more than 600 brands and 178,000 SKUs. In 2015 alone, NPW made four acquisitions, including Racer’s Equipment Warehouse, Frank Edwards Co., Time Distributors and Lorin Peck Tool Co. In addition to hosting three of its own events in 2016, Pacey announced that NPW will host and sponsor the first SEMA Town Hall, taking place on March 9.

Click here to view a slideshow of images from the awards dinner.

Following the Million Dollar Vendor Club dinner on Jan. 29, NPW hosted a vendor/customer appreciation dinner on Saturday, Jan. 30 and hosted the FAST Expo trade show at the Miami Airport Convention Center on Sunday, Jan. 31. For the second year, during the FAST Expo, a live engine build took place, and the engine was auctioned off for charity. Proceeds from the sale of the engine went to Leukemia and Lymphoma research.

Next year’s NPW Million Dollar Vendor Club Dinner will take place on Friday, Jan. 27, 2017.

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Customer Service: How It’s Done

Customer service should be your number one priority, and it all starts with the greeting.

Eric Garbe
By Eric Garbe
Eric Garbe is a graduate of Columbus State Community College with a degree in Automotive Maintenance Technology. He has extensive independent and dealership field experience as a technician and shop owner and is an ASE Certified Master Technician and former Adjunct Automotive Professor. He has been professionally writing automotive technical articles and documents for many years and in his free time enjoys restoring old cars and creating custom interiors and upholstery.
Published:

This is always an important topic to discuss, because I consider excellent customer service one of the most important tools you can have to earn trust, respect and repeat business from the customers that come through your door. Whether that customer is do-it-yourselfer from across town or the professional repair shop across the street, your business depends on a solid relationship.It’s a subject that I am passionate about, and it’s one that many people are losing touch with. Whether you are communicating to someone in person, on the phone or using some type of social media, good customer service and bad can both exist. You can’t afford the latter, so this is the first in a series of topics which can and should be shared from the front of the shop to the back. No matter which role you hold, you represent the shop and yourself. Customer service should be your number one priority.First on the list is the greeting. From the second a customer walks in the door, they need to know you appreciate them coming in and how important they are to your business. First impressions are everything and here’s the correct way to do it each and every time: look them directly in the eye, smile and say hello!Of course, you can say “Good morning” or “Welcome to Joe’s Autocare,” but it should be a formal greeting and the most important thing is that you have smiled, looked them in the eye and recognized that they have walked through the door.You should always retain a formal greeting until you are on a first-name basis with a customer. Only once you have established that level of relationship is it OK to use the less formal greeting of “Hi,” followed by the person’s name.This greeting does more than just indicate respect and appreciation for someone walking through the door. Most likely there are customers both new and old who are in earshot of your conversation. For newer customers, this continues to build rapport and reinforce their positive view of your shop; they see that you demonstrate respect and treat everyone in the same manner. For repeat customers, even ones that have been coming for years, the greeting is important because the way you treat them is the reason they continue to come.And when a long-time customer comes in and you greet them with “Hi [First Name],” this indicates your appreciation for them and that you’re glad to see them as a person, more than just a customer. New customers that witness this will see that your repeat customers are comfortable enough to be on a first-name basis, another indication of the trust they have in you.

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