O’Reilly to Build New Distribution Center in Cleveland Area, Relocate Nashville Facility

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Counterman has been serving auto parts jobbers, retailers and distributors since 1983.
Distribution

O’Reilly to Build New Distribution Center in Cleveland Area, Relocate Nashville Facility

The 405,000-square-foot “ground-up” facility in Twinsburg will service approximately 275 stores, O’Reilly COO and Co-President Jeff Shaw said.

Josh Cable
By Josh Cable
Josh Cable is the editor of Counterman and ShopOwner. He joined Babcox Media in January 2017, and has been working in the field of journalism since 1999.
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O’Reilly Auto Parts has begun construction on a new distribution center in Twinsburg, Ohio, and has purchased an existing DC in Lebanon, Tennessee, the company recently announced.

The 405,000-square-foot “ground-up” facility in Twinsburg will service approximately 275 stores, O’Reilly COO and Co-President Jeff Shaw said during the company’s third-quarter earnings call.

O’Reilly expects the Twinsburg facility to open in the fourth quarter of 2019, he noted.

“We’ve now reached the point where additional DC capacity is necessary to support continued store growth in this region of the country while also freeing up capacity in our existing distribution centers to allow us to take advantage of opportunities to backfill stores in existing markets,” Shaw said. “ … In addition to adding overall capacity, the placement of this DC allows us to further leverage this investment by providing multiple same-day service to the approximately 130 stores in the important Northern Ohio market.”

Currently, O’Reilly’s distribution centers in Indianapolis and Detroit service its stores in Ohio, West Virginia and Western Pennsylvania, according to Shaw.

O’Reilly also announced that it has purchased an existing facility in the Nashville suburb of Lebanon, which will replace its existing leased DC in Nashville. The 410,000-square-foot Lebanon DC will have capacity to service 300 stores, according to Shaw.

“Nashville and its surrounding markets have been very strong, growing markets for us, and the additional capacity in our new Nashville DC will allow us to take advantage of continued profitable growth in the region and accommodate a broader SKU capacity to provide even better breadth of hard-to-find parts to our store teams in this market,” Shaw said during the conference call.

Shaw emphasized he has confidence in O’Reilly’s distribution operations team, “who have proven time and time again their effectiveness in planning, building and seamlessly opening new distribution centers, often successfully executing multiple DC projects at the same time.”

“With the dedication and support of this team, we’re confident these projects will roll out with the same degree of efficiency that our past projects have delivered,” he added.

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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.
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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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