Truck Parts and Service | Heavy Duty Trucking, Aftermarket, Service Info
Issue link: http://read.dmtmag.com/i/206166
Cover Story The support I receive from our inside employees who are the first line of defense when our customers have problems is outstanding. – Walt Sherbourne, senior director, field sales and training, North America at Meritor Having a strong relationship with customers is a reason to be thankful throughout the aftermarket. Jerry Hale at Sioux City Truck Sales says his company is thankful for its new corporate training facility. market." Scheessele says TMD also is appreciative to the way the aftermarket welcomed the company. TMD produces a safetyrelated product, and Scheessele says the aftermarket's acceptance of it has led to the company's quick growth. "The aftermarket has been very receptive to our products and our brands," he says. Walt Sherbourne, Meritor A wonderfully loyal and dedicated customer base gives Meritor many reasons to be thankful, says Sherbourne, senior director, field sales and training, North America for the company's aftermarket division. "We have great customers who promote Meritor products and are the extension of our company to the end user," he says. Working as salespeople in the aftermarket, Sherbourne says Meritor's distributor customers "want to promote our product in the marketplace." He adds, "If we didn't have those customers, I think we'd be in a world of hurt." But that doesn't mean Meritor takes its customers for granted. On the contrary, W W W . T R U C K PA R T S A N D S E R V I C E . C O M Sherbourne says he's also thankful by how dedicated Meritor's employees are to building and growing those relationships. The Meritor team is constantly striving to help its customers, and he says that commitment cannot be overstated. "The support I receive from our inside employees who are the first line of defense when our customers have problems is outstanding." All of that together has helped Sherbourne and Meritor achieve a personal relationship with its aftermarket customers, and for that he's eternally grateful. "My customers are my customers, but many are like family to me," he says. "If I called them for something personal they would help me." Dave Willis, CRW Parts "Believe it or not, I'm thankful for the hard times," says Willis, president at CRW Parts. "[Hard times] allow you to make adjustments you previously never thought possible. "They allow you to do things you never thought you could do." Willis says his business was hit hard last year by Hurricane Sandy. While the massive storm was forgiving to CRW's actual locations, its customer base was devastated by the storm. While those businesses struggled to regain their footing, Willis says CRW had to develop internal strategies to strengthen its operation. He says CRW's employees responded to the changes better than he could possibly imagine, and he remains eternally grateful to them for that. "It's in times like that where you realize just how special the people who work for you are." Willis also notes how fortunate he is to be in the aftermarket. Operating a successful business is never easy, and Willis says aftermarket companies should be thankful they're in an industry where competitors also can be associates and friends. "There are so many great people in this industry who are willing to give their time and effort to help move it forward," he says. "That cannot be ignored." N o v e m b e r 2 0 1 3 | T R U C K PA R T S & S E R V I C E 19