OBITUARY: Robert James Susor, Retired NAPA President

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OBITUARY: Robert James Susor, Retired NAPA President

Bob Susor reached the pinnacle of his profession when he was named president of NAPA in 2004, where his responsibilities included sponsorship of two-time NASCAR Daytona 500 champion Michael Waltrip’s team, and travel to Mexico, Canada, Australia and China on company business until his retirement in 2010 after 43 years with the company.

Counterman Staff
By Counterman Staff
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bob-susor

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Steve Handschuh, president and CEO of MEMA, released a statement regarding the recent passing of Bob Susor, the retired president of NAPA:

“Bob Susor’s passing is a tragic loss to his wonderful family and his many friends. Our industry has lost one of its finest leaders, a man universally respected for his relentless commitment to Genuine Parts Co. (GPC), his humor and his integrity. In supplier negotiations, he could be tough but was always fair. I had the good fortune to have worked side-by-side with him for many years at GPC and learned much from him. Bob was a trusted colleague and valued friend to many of us and he will be deeply missed.”

Susor’s obituary is below:

Robert James “Bob” Susor, age 70 of Marietta, GA passed away December 26, 2015 at Emory St. Joseph’s Hospital after an extended battle with renal cancer.

Robert was born in 1945 in Toledo, OH, the oldest son of Robert L. Susor and Myrtle I. Alexander, who both predecease him. After graduating from Clay High School in 1963, Bob attended The Ohio State University until he was drafted into the U.S. Army. He served in combat as a mortar squad infantryman in the 4th Infantry Division/10th Calvary Regiment in Vietnam in 1969, earning the rank of Sergeant E5 before his honorable discharge in 1970. After his return home, Bob married Lindsey Cook of Circleville, OH in 1971, to whom he remained lovingly married for over 44 years until his death.

Bob was a brilliant and successful business executive, rising from an entry level position at the NAPA Auto Parts warehouse in Columbus, OH in 1968 through a series of promotions to various sales and marketing positions with the company in Richmond, VA, Cleveland, OH, and Atlanta, GA, before being named Division Vice President for Western Canada in 1983 in Calgary, Alberta, transforming that operation into one of the company’s most profitable divisions before returning to Atlanta in 1989.

Bob reached the pinnacle of his profession when he was named President of NAPA in 2004, where his responsibilities included sponsorship of two time NASCAR Daytona 500 champion Michael Waltrip’s team, and travel to Mexico, Canada, Australia, and China on company business until his retirement in 2010 after 43 years with the company. Bob enjoyed Ohio State Buckeyes Football, fishing, snow skiing, 1960s American muscle car restoration, NASCAR, listening to country music, and spending time with his family.

Bob is survived by his loving wife Lindsey Cook; his daughter Kathleen Susor; his son Alex (Ashley) Susor; four grandsons, Will, Nate, and Drew Cummings, and Robert Susor; brother Fred Susor, and sister Susan Hanthorn. Visitation was held December 29th at H. M. Patterson & Son, Spring Hill, 1020 Spring Street, Atlanta, GA, with the funeral service on December 30.

Interment was at the Georgia National Cemetery in Canton, GA. In lieu of flowers, the family requests donations in memory of Bob to The Ohio State University Stadium Scholarship Fund, or to the Winship Cancer Institute at Emory University. Online condolences may be made at hmpattersonspringhill.com

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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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