24
Service Bay
Parts, says this is where his company is
fortunate.
By forging strong relationships with
other area distributors and dealers,
Purcell says the Stone inside and outside
sales teams don't hesitate to call for help
when part identifi cation proves prob-
lematic. And conversely, his team tries
to reciprocate that assistance as much as
possible.
Getting the customer back on the
road trumps any other concern, he says.
"Ultimately that's what matters,"
Purcell says. "If that customer has a unit
down and that part is a critical need, we
have do to everything we can for them."
Go straight to the source
It's not ideal, but sometimes you just
have to call the supplier or OEM
directly and ask for help. The aftermar-
ket is introduced to hundreds of new
components and systems every year.
Even the best counter people don't
know every part every time. And in
cases where a part is totally new, it can
even be too fresh to be searchable in
a supplier catalog or third-party cross
reference tool.
While it's rare, Purcell says his team
has called OEMs over the years to solve
component riddles.
"It's pretty much our last alternative,"
he says. "But there have been critical situ-
ations where it was needed."
The key is to remain focused on the
customer, Purcell says. The OEM is just
as focused on customer service in those
situations as the aftermarket.
"When the manufacturer understands
it's an emergency they are very respon-
sive," he says.
T R U C K P A R T S & S E R V I C E | N o v e m b e r 2 0 1 5
[Getting the customer back on the road], that's what matters.
If that customer has a unit down and that part is a critical
need, we have do to everything we can for them.
– Don Purcell, partner at Stone Truck Parts
