Truck Parts and Service

July 2018

Truck Parts and Service | Heavy Duty Trucking, Aftermarket, Service Info

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Page 15 of 44

A ftermarket distribution is an industry affl icted with sameness. Most products stocked in a dis- tributor's warehouse in western Canada can be found in another distribution facility in central Florida. The brake and wheel end repairs being done today in San Diego are the same jobs being com- pleted in Halifax, Nova Scotia. There are unique needs and products here and there — typically across duty cycles — but on the whole, the parts and service found in the aftermarket channel is overwhelmingly homoge- neous. And it is specifi cally because of these similarities that so many aftermar- ket distributors eagerly search for ways to be different. Like the general popula- tion with a gallon of milk, a commercial truck owner can buy a brake drum just about anywhere in the aftermarket. For distributors uninterested or unwilling to differentiate themselves through price cuts, exclusivity and uniqueness are best established through customer service. Nailing customer service is no easy task. Consistency is imperative. A dis- tributor that chooses to hang its hat on customer service must be confi dent its 14 Cover Story T R U C K P A R T S & S E R V I C E | J u l y 2 0 1 8 By Lucas Deal, Editor Teaming toward success Opening communication lines across your business improves cooperation, customer service and sales

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