Jump to content

[Podcast] A Supplier’s Strategy Amid Pandemic – Helping the Service Professional with Lee Walker [RR 537]

Recommended Posts

Lee Walker is the President of Walker Auto Parts in Raleigh-Durham, North Carolina.

In 2009 Lee rejoined our family business as the first of the third generation of Walkers. Harry G. Walker Jr. started the family’s journey in the automotive aftermarket back in 1960 in Raleigh. Three of his four sons joined him in the business in the 70s and 80s and now there are 6 Walkers working in the business.

In 2009, when the firm transitioned from being an independent parts supplier into the NAPA family, Iit was Lee's first few months back in the business. His focus was on getting to know and understand their customers and to lead the integration of other business teams into the organization. Walker's acquired and launched a NAPA store every year since 2009 and now are humble and proud to represent NAPA in 35 counties in NC. The team of 725 embodies old school integrity and new school innovation. Lee is poised to lead that team into the future of the next 60 years of the Automotive Aftermarket.

Key Talking Points:

  • Protecting employees and customers- how to continue to operate Constant communication and being proactive for safe social distancing- abnormal circumstances often open up opportunities for better dialogue  
  • PPE masks, gloves, face shields and drop boxes outside shop doors 
  • Giving resources and advice for PPP Loan for businesses
  • Making customer-facing videos to use on social media and demonstrate safety
  • Let your core beliefs shine through- all have to work together 
  • Value breakdown of a businessSales, relationships and performance 
  • Independent repair shops- faired better than national brands Established customer relationship- loyalty 
  • DigitizingRolling out digital delivery dispatch system
  • A better understanding of repairs- often times $5 filter more important to be rushed for delivery than $180 flywheel
  • Cost of delivery- shouldn’t matter where product comes from as long as there is a committed time of delivery
  • Supply chainsA crisis will expose where supply chains are weak and strong  
  • Supply chains that built robust networks, inventory and supply strategies are thriving right now


  • Thanks to Lee Walker for his contribution to the aftermarket’s premier podcast.
  • Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library HERE. Leaders are readers.
  • Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser and many more. Mobile Listening APP's HERE
  • Find every podcast episode HERE.
  • Every episode segmented by Series HERE.
  • Key Word Search HERE.
  • Love what we do? Buy Carm a cup of coffee HERE.

Be socially involved and in touch with the show:

Facebook   Twitter   Linked In   Email

Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE.

Buy Carm a Cup of Coffee 

The NAPA Smart Sign, previously known as Digital Menu Board, gives your shop a professional, state-of-the-art look and feel. It’s a great way to educate and inform your customers about needed repairs and service, plus increase awareness of your current promotions. NAPA AutoCare Center that have installed a Digital Menu Board found one out of five consumers ask for a repair or service they’ve seen on the board. Targeted promotions resulted in double-digit increases. You choose the content from a library of auto care service and repair topics. The latest NAPA national promotions are downloaded to you automatically. And with the Digital Menu Board it’s easy to change your services, prices, and video content anytime you’d like. Talk to your servicing NAPA store to find out more.

Learn more about NAPA Smart Sign and the hundreds of other benefits NAPA offers. Talk with your servicing NAPA store or visit www. NAPAAutoCare.com

Click to go to the Podcast on Remarkable Results Radio

Link to post
Share on other sites

Create an account or sign in to comment

You need to be a member in order to leave a comment

Create an account

Sign up for a new account in our community. It's easy!

Register a new account

Sign in

Already have an account? Sign in here.

Sign In Now
  • Similar Topics

    • By KAH
      I was hoping some of you might share your process for parts deliveries and returns within your shop. I made some changes due to COVID to minimize vendors having too much contact with my employees. But now looking beyond COVID I am reconsidering my entire system. Does a vendor deliver a part to your front counter/service writer? To a technician? Or do you have a dedicated "drop off" location? Also, how are returns handled? Thank you in advance for any suggestions/advice you can give me.  
    • By carmcapriotto
      Todd Campau is Automotive Aftermarket Practice Lead at IHS Markit. Mr. Campau is Automotive Aftermarket Practice Lead at IHS Markit. He has nearly twenty years of experience in the Aftermarket Industry. In his role at IHS Markit he is responsible for the development of insights and new product concepts for the Aftermarket. Prior to IHS Markit he spent three years as a Catalog Manager at Gates Corporation and over seven years in Data Management at MAHLE Clevite Inc.. Mr. Campau served for 6 years on the Auto Care Technology Standards Committee, serving as ACES Subcommittee Chairman and on the Standards Oversight Committee for many of those years. He has been involved for several years in shaping both the Aftermarket Catalog Enhanced Standard (ACES) and the Product Information Exchange Standard (PIES). Recently he has taken a position on the Market Intelligence Committee and is involved in the development of Auto Care's Unilink product. he received his AAP (Automotive Aftermarket Professional) Designation in 2012, his ACP (Aftermarket Catalog Professional) Designation in 2013, and his MAAP (Master Automotive Aftermarket Professional) in 2014. He was recognized with the Auto Care Impact Award Impact Award in 2013. He holds Master of Science degree in Sports Management and a Bachelor of Science degree in Computer Science, both from Eastern Michigan University. Bill Thompson is the President of IMR Inc. Founded in 1975, IMR conducts syndicated and proprietary market research studies that focus on the automotive industry including the automotive aftermarket, heavy-duty, and fleet segments. Since Bill joined IMR in 2003, the company has expanded its research portfolio and service offerings to provide a wide range of strategic and tactical solutions that provide insight into your most pressing questions. With a focus on industry trends, consumer and repair shop purchasing behavior, channel trends, and many other important metrics, IMR’s research provides insight into your market that can bring you closer to your customers, distribution channels, and market opportunities. Listen to Bill’s previous episodes HERE.
      Key Talking Points Age of vehicle fleets- average 12 years Electric vehicle registration- a big jump from 2017 to 2018 with stair-step increases. 2020 is 255K The volume of EV in operations will hit 1 million in 2021 Service opportunities- 50-60% dealership share 82% of EV owners are the original owners vs 54% of gas vehicles  70% of EV first time buyers have income over $100k Charging challenges- stations in the garage or outside if don’t have a garage    EV challenges- are the right vehicles being built? 75% of new vehicles are light truck body styles. Truck registrations growing rapidly  67% of independent repair shops indicate a portion of their business is from servicing electric vehicles.   85% of independent shops are 7 bays or less- small shops aren’t  seeing many EV’s Shops located in the West (11.2%) have nearly double the percentage of business from HEVs than shops located in the Midwest (6.2%). Of the shops that service EVs and HEVs, 69.9% do not market or advertise that their shop is capable of servicing EVs and HEVs.  Amongst all independent repair shops, 27.5% have invested in tools/equipment to service EVs/HEVs and 30.5% have invested in training for their technicians on EV and HEV service/repair. 40.0% of shops believe the increasing number of EVs and HEVs on the road will impact their business over the next two years; 38.7% do not; while 21.4% don’t know. Of the 38.7% that do not believe the increasing number of EVs and HEVs on the road will impact their business in the next two years, 55.1% believe it'll take 10 years or longer to see an impact; 13.4% believe it will never impact their business. A special thanks to Todd Campau and Bill Thompson for their contribution to the aftermarket. Books Page HERE Listen to all Remarkable Results Radio, For The Record and Town Hall Academy episodes. Facebook   Twitter  LinkedIn   Instagram  Youtube   Email   Mobile Listening APP’s HERE Join the Ecosystem – Subscribe to the INSIDER NEWSLETTER HERE. Buy Carm a Cup of Coffee  This episode is brought to you by Shop-Ware Shop Management. It’s time to run your business at its fullest potential with the industry’s leading technology. Shop-Ware Shop Management will increase your efficiency with lightning-fast workflows, help your staff capture more sales every day, and create very happy customers who promote your business. Shops running Shop-Ware have More Time and generate More Profit—join them! Schedule a free live demonstration and find out how 30 minutes can transform your shop at getshopware.com This episode is brought to you by Shop Marketing Pros. Your guides are Kim and Brian Walker with a rich history as shop owners and industry veterans. When someone searches for a shop, who are they finding? Your competitors? It should be you! The good people over at Shop Marketing Pros know how to drive website traffic and make Google work for you! www.shopmarketingpros.comClick to go to the Podcast on Remarkable Results Radio
    • By Hawk Jon
      Can anyone tell me if there is a good source for  Auto body/ Insurance  estimator training?
      Quality is more important than price, but of course price is a consideration. 
      We just tragically lost our person who did 100% of this for our shop. 
      Any help would be greatly appreciated. 
    • By carmcapriotto
      Guest host business coach Chris Cotton from Auto Fix - Auto Shop Coaching speaks to increasing shop productivity Virtual shop tour with Tiffany Scherado from Lifetime Transmissions, Broken Arrow, OK The trivia question:  If you own a Ford Pick-Up or a Honda Civic, what statistic are you part of? Dorman gives people greater freedom to fix vehicles by constantly developing new repair solutions that put owners and technicians first. By always innovating, Dorman has led the way in growing the aftermarket. Here you will see a few examples of a Dorman OE Fix. An OE FIX is a Dorman repair solution you can’t get from the original equipment manufacturer. It means they found a situation where they believe the OEM wasn’t giving repair professionals what they wanted, so we fixed it. Everything Dorman does is centered around providing customer value, both in the quality of products, and the creativity of solutions. Our engineers and designers go out of their way to save repair technicians time and save vehicle owners money. Want to really go under the hood? Take the Dorman Virtual Tour at www.DormanProducts.com/TourClick to go to the Podcast on Remarkable Results Radio
    • By carmcapriotto
      Craig Noel, Owner of 4 location Sun Automotive Springfield, OR. Craig graduated from Lane Community College in 1987 with a Bachelor of Science in Automotive Repair and quickly went to work. He worked for Ford as a Senior Master Technician and then working my way up through the ranks as Team Lead, Service Advisor, Assistant Service Manager. He has also built ground up Street Rods/Show Cars for over 30 years as a hobby. He was “headhunted” by the original owner of Sun Automotive in 2011 and became GM at that time. As of January 1st 2017, he is the proud owner of Sun Automotive. Listen to Craig’s previous episodes HERE. Key Talking Points Training- slow things down instead of hurrying and overpromising and underdelivering. Service advisers need to be trained to understand and layout how the repair process looks for the customer along the way to both educate them in the moment and to set the expectation of what to expect in the future. “Don’t promise what you don’t know.” Repair order audits- it needs to be clear and easy to understand that the spouse at home will know what’s going on and the competitor be impressed. “Paint a good picture.” Technicians need to sell the job to the advisor that can be resold to the customer.    Education- vehicles now are 4 times more complex than the Apollo rocket. Being a rocket scientist 40 years ago was a recognized and respected career path. We are now automotive engineers and it should be plan A instead of plan B. Capture PTA/School boards and get in front of students and parents.  Culture- teaming together employees that have passion for people and the industry. Paid training during business hours. Respecting their family time.  Community- being involved and present. Always have a finger on the pulse of the community and get involved when you can.    Advice- don’t get lost in the white noise when promoting who you are, pierce the white noise with a sincerity arrow.  Retention- both for employees and customers. Create an environment neither want to leave. Thanks to Craig Noel for his contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page, highlighting all books discussed in the podcast library HERE. Leaders are readers. Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser, and many more. Mobile Listening APP's HERE Find every podcast episode HERE. Every episode is segmented by Series HERE. Key Word Search HERE. Be socially involved and in touch with the show: Facebook   Twitter  LinkedIn   Instagram  Youtube   Email   Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE. Buy me a coffee As a member of the NAPA family, AutoCare Center owners can take advantage of the NAPA National Health Program from the NAPA Insurance Center. This “NAPA only” program gives you and your employees access to national “large group” rates on medical insurance with premiums discounted up to 30 percent. These rates are based on the collective purchasing potential of 22,500 NAPA locations including both NAPA AUTO PARTS stores and NAPA AutoCare Centers. The NAPA Insurance Center can help you with a variety of other insurance benefits too. For more information about The NAPA National Health Benefits program as well as all of the insurance benefits available to your AutoCare Center and your employees, visit the NAPA Benefits Center, at www.napabenefitscenter.com or call the NAPA Benefits Center at 844-627-2123.Click to go to the Podcast on Remarkable Results Radio

  • Our Sponsors

  • Create New...