Auto Care Insider Volume 93 - 19

procedures and policies that are introduced or changed
and not trained, tend to result in confusion and result in
lower customer service levels leading to lower sales.
Why do you think it's important to
encourage education and professional
growth in your employees?
A big part of the success and growth Auto-Wares enjoys
is the result of an "every employee is a trainer" culture.
We all learn from each other. Every employee's interaction
with other crew members and with customers are key to
Auto-Wares success as well as the employee's personal
growth and success. The fast-paced changes our
industry is experiencing demand continuous education
and skill development training for all employees.
What are some of the ways fostering
education has furthered your company's
overall goals and objectives?
At our core, Auto-Wares Group of Companies "Wants to
be Our Customer's Best Supplier" in every transaction.
Our mission is to provide "Exceptional Customer Service"
with every customer contact and interaction. That service
does not happen by chance. It must be planned for and
communicated to and through every employee crew
member throughout the warehouse and store network.
As a company that grows through acquisition, as well as
organically, and with multiple locations, providing the tools
to meet the statements above demand that all employees
be trained how to use the available tools to provide the
service our customers demand, from day one of their

employment at Auto-Wares. Said another way, Auto-Wares
would not be in the position it is today without dedicated
and trained crew members. That growth has allowed us
to offer more and varied training opportunities. Training
opportunities are offered though live and recorded weekly
product, sales and operations information and training
sessions, online offerings such as the Alliance University,
and classroom setting presentations. Key to the success
of Auto-Wares is one of the best and largest outside sales
forces, dedicated to regular sales and service calls to
our Auto Value and Bumper to Bumper Stores, Certified
Service Centers, service dealers and other commercial
customers. As an example and an important part of each
sales person's success tool kit, is the two day Advanced
Sales Training sessions, where customer service skills are
learned and practiced in a live, interactive (and fun) setting.
What positive impacts have you found
from investing in your employees?
Two major areas to Auto-Wares company and employee
success are impacted by our training efforts. The
growth in market share, sales and profitability would not
be possible without clear direction from our company
leadership. Investment in employee training provides
the tools to carry out that mission. Second, well trained
employees, with a clear vision of the company's goals
stay with the company longer and better provide
the "Exceptional Customer Service" our customers
expect. Well trained employees tend be employed
longer and advance their careers at Auto-Wares.

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Auto Care Insider Volume 93

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