From the Front Desk: Parts, Please

Hi, this is Marsha, the receptionist at Wareing Sturgis Ford.

Would you guess that almost half of the calls I receive in a day begin something like this?

Thank you, Laura. Good manners still stand out.

By lunchtime, I can usually recognize some of our regular callers just by hearing those two words. A few voices have become so familiar that I know who is calling before they tell me their name.

While some of these calls come from do-it-yourself vehicle owners, many come from a large network of businesses spanning several states.

Our Parts Department is almost like a small business operating inside the dealership. It provides several different services to a wide range of customers, and there is much more happening behind those counters than most people realize.

Helping Customers at the Counter

On one side of the Parts Department counter, you will find ranchers, do-it-yourself vehicle owners, car enthusiasts, and customers who have recently purchased a vehicle.

They may be looking for a replacement part, information about what is available, an interchangeable part, or an accessory that fits a very specific need.

I see customers leave the dealership carrying suspension components, keyless-entry keypads, pet seat covers, and all kinds of useful additions for their vehicles.

When I walk through the Parts Department, I hear customers asking for advice about tires, hoses, assembly kits, aftermarket products, and accessories.

Ryan and Justin work with customers at this counter, and many of those customers know them well.

Keeping the Service Department Moving

There is another counter inside the Parts Department.

At this counter, our service technicians request parts for vehicles that are currently being repaired or are scheduled for service.

Jay, Denise, and Kyle keep the department organized and stocked so very little time is spent searching for commonly needed parts. That helps our technicians stay productive and keeps repairs moving.

Of course, not every part is sitting on a shelf.

When something needs to be ordered, the Parts team locates it and arranges to have it shipped or delivered as quickly as possible—sometimes that same day.

That was something I did not fully understand until I began working here.

It is a little like watching two teams work toward the same goal: getting a customer’s vehicle repaired properly and back on the road.

Supporting Repair Shops Across the Region

Then there are the phones—all five of them.

Throughout the day, I transfer calls from wholesale customers, including body shops, auto-parts stores, collision centers, other dealerships, and fleet garages.

Our Parts Department answers questions, processes orders, finds the correct parts, and then arranges delivery.

The Parts Department does not just serve people standing at the dealership counter. It supports repair businesses and vehicle owners throughout a much larger area.

It is a busy place and a well-oiled operation.

No pun intended.

More Than Finding a Part Number

Along the way, I have also learned that it takes specialized training and a great deal of knowledge to operate a successful Parts Department.

There is inventory to control, financial tracking to manage, and a high level of communication required between the Parts, Service, Sales, and Accounting departments.

With Ryan, our Parts Department manager, at the helm, it is easy to see that Wareing Sturgis Ford is in good hands.

Ryan’s team includes Parts Advisors Justin, Jay, Denise, and Kyle; Parts Driver Tanner; and Outside Parts Salesperson Jeff.

Each person has a different role, but they work together to keep parts moving through the dealership and across the region.

Why Call a Parts Professional?

Why do I think it is important to introduce our Parts Department to you?

Because you will not always find a helpful “parts assistant” online.

It is certainly easy to search the internet for almost anything today. The trouble is that there may be several versions of what appears to be the same part.

The correct part can depend on the vehicle’s model year, engine, trim level, equipment, production date, or other details that are not always obvious in an online listing.

Ordering the wrong item can cost time, create frustration, and sometimes cost more money than asking for help in the first place.

Whether you are replacing a worn-out battery, looking for new floor liners, adding accessories to your truck, or simply wondering whether the part you found online is the correct one, do not hesitate to call.

Our Parts Department has decades of combined experience and can help answer your questions. Leaning on that experience may save you a great deal of research—and may keep you from ordering the wrong part.

Sometimes the right answer is only a quick phone call away.

Lean on our parts professionals anytime you need help with parts or accessories.

Thanks for reading.

And thank you again, Laura, for always using good manners.

— Marsha