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  • Pep Boys
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Manufacturers

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Primary Protection

Primary Protection

The catch-22 for most vehicle enthusiasts is, they want to show off the pristine finish on the open road but the open road is not a hospitable place for maintaining that look. Every time any vehicle hits...

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Turtle Wax

Turtle Wax

Turtle Wax founder Ben Hirsch initially marketed the auto polish he invented in the family bathtub by polishing car bumpers outside Wrigley Field and selling bottles of the product to baseball fans after...

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Murakami Manufacturing U.S.A. Inc.

Murakami Manufacturing U.S.A. Inc.

Murakami Manufacturing U.S.A. Inc. has been hard at work to incorporate both Japanese and American cultures into one business. Over the past two-and-a-half years, its Campbellsville, Ky.-based plant...

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DRÄXLMAIER Group

DRÄXLMAIER Group

For nearly 60 years, the DRÄXLMAIER Group has been developing high-quality interior solutions that have gone unmatched in the automotive industry. “We want to deliver a full package to the customer...

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Ram Truck Brand, Chrysler Group LLC

Ram Truck Brand, Chrysler Group LLC

Since its establishment in 2009, Chrysler Group LLC’s Ram Truck Brand has grown its marketshare year-over-year and increased its annual sales through one simple tactic. “The biggest reason for our...

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Featured Content

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Dahl Automotive

Founded in 1911, Wisconsin-based Dahl Automotive has been in the automotive business for more than a century. The company began its days in the car business selling Ford Model T’s from a family general...

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Trapp Cadillac Chevrolet Inc.

As one of the preeminent car dealerships in southern Louisiana, Trapp Cadillac Chevrolet Inc. is locally owned and has been in business for more than 45 years. The dealership has the passion, experience...

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Riverside Auto Group

Customers expect courteous service when shopping for cars, but at Riverside Auto Group’s dealerships, they are called “guests” and are given the kind of care they would receive at a four-star hotel....

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McMahon Truck Centers

Operating heavy- and medium-duty commercial truck businesses at eight locations in five states, McMahon Truck Centers has become known for its support solutions and selection of premium vehicles. A family...

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Sonic Automotive

Sonic Automotive is trying to change the way its industry conducts business. A Fortune 500 company and member of the Russell 2000 Index, Sonic is among the largest automotive retailers in the United...

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Dealers/Retail

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Thompson Automotive Group has been passed down through four generations. What began for the Thompson family as a small-service gas station in 1929 grew to the full-service car dealership it is today with...

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For many years, Planet Honda customers would come to buy a car, but it was the spaceship in the middle of the dealership that wowed them. The motion simulator ride through space started as a fun way to...

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On the surface, Magic City Ford Lincoln may appear to be just your average auto dealer. But the company has been serving the Roanoke Valley since 1938, and today President Cameron Johnson is leading the...

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On any given day, prospective car buyers browsing Hillside Honda’s show floor might overhear some Spanish, Mandarin, Korean, Russian or even Bengali. The linguistic variety is a reflection of the surrounding...

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Visit Dick Genthe Chevrolet for an oil change, tire rotation and multi-point inspection, and you won’t even get out of the car. The service is performed in 15 minutes and is one of the keys to the dealership’s...

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Service Providers

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Custom Trends

Custom Trends

Automotive designs have changed dramatically over the past 30 years. From the boxy cars of the ’80s to the new 2016 releases over the past few months, the appearance and performance of our cars is something...

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Piedmont Peterbilt

Piedmont Peterbilt

Piedmont Peterbilt has become a trusted name over the past 24 years in the Greensboro, N.C., area for its quality service and maintenance of heavy-duty trucks. “Everyone knows us in the area because...

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Palmer Trucks

Palmer Trucks

Specializing in providing top quality Kenworth trucks, parts and service to clients throughout the Midwest, Palmer Trucks is a privately owned company focused on offerings service and solutions to the...

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Motown Automotive Distributing Co.

Motown Automotive Distributing Co.

The leading full-line undercar and underhood auto parts warehouse in southern Michigan, Motown Automotive Distributing Co. has more than 50 years of experience in the automotive marketplace. The company...

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Lamb’s Tire and Automotive

Lamb’s Tire and Automotive

Jim Ramsey knew something was amiss with Lamb’s Tire and Automotive’s business model after his first three months on the job as the company’s president and CEO. “When I came in, the company was...

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Suppliers

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When the rubber meets the road, drivers want tires that they can rely on. They often turn to Pirelli Tire, which has earned a reputation for quality, high performance products, John Godfrey says. “It’s...

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Aluminum Strength

It would have been easy to stand pat with the Ford F-150. The truck has been the best-selling vehicle in America for more than 30 years thanks to its reputation for reliability and durability. But the...

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After more than three decades, Explorer Van Inc. has become completely self-reliant at its headquarters in Warsaw, Ind. “We do almost everything in-house,” owner Steve Kesler says. “We build our...

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Wheeler Bros. Inc.

For the past 50 years, Wheeler Bros. Inc. has specialized in the design and distribution of fleet vehicle maintenance and defense components. The company’s dedication to continue innovating vehicle...

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International Fleet Sales

Not many people can say they enjoy the daily challenges in their business, but International Fleet Sales (IFS) President and owner Mike Libasci can. “That’s why I like it,” he asserts. “It is...

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Pep Boys has been in business since 1921, and it was only about two years after the first location opened that the company created its iconic logo – the caricatures of founders Manny, Moe & Jack. Although it’s been updated somewhat through the years, the three smiling faces in the logo have remained a Pep Boys hallmark. Those friendly faces in the logo, in fact, could be viewed as a nod to one of the company’s other signatures – an ongoing focus on customer satisfaction.

“Our goal is to own a relationship with the person whose name is on the title of the car,” explains Scott Webb, executive vice president of marketing and merchandising. “We want the ability to serve our customers in the manner they want to be served, and always provide the absolute best service to them.”

Today, Pep Boys is a $2.2 billion industry leader that has more than 7,000 service bays in more than 700 Supercenters and Service & Tire Centers in 35 states and Puerto Rico. Its stores offer tires, batteries, vehicle accessories and hard parts, as well as ASE-certified technicians who provide services such as scheduled maintenance, oil changes, tire installation and repair, brake replacement, engine repair and state inspections and emissions testing. The company also serves commercial customers through its Pep Express Parts Delivery program. 

Although Pep Boys has maintained a strong service culture since its inception, a few new programs are helping the company enhance its services in a number of ways. Its “One Team” philosophy, for example, consolidates the stores’ three separate service teams – one in the front of the stores, one in the bays and another tending to commercial accounts – into one team that is ready and capable of responding to customers’ issues and questions. 

“The One Team program puts the labor in the front of the store,” Webb says. “A team member greets a customer immediately as he or she enters the store, and is there to serve the customer throughout their experience. We have gone from being order-takers to becoming solutions makers.”

Information to Installation

One of the most important aspects of Pep Boys’ service mandate is the company’s use of technology to support its One Team philosophy and enhance the customer service experience. “Consumers primarily use the Internet to find information, make a transaction and give feedback or review a product or service,” Webb says. “We are using the Internet to create a better automotive service experience, which no one has done before.”

Through its e-Serve program – which was launched last year – customers can go online, create a service appointment, explain what the problem is and what time they want to come into a Pep Boys location. When the customer arrives at the Pep Boys store, associates are waiting and the work order is ready. 

The second part of e-Serve is similar to tracking a package online. Pep Boys assigns a tracking number to each work order, and after customers drop off their car, they can use the number to get estimates and monitor the work progress. 

“E-serve will continue to evolve and grow,” Webb says. “Through TreadSmart, a Pep Boys property, customers can find new tires for their car. They use the TreadSmart online system to explain the type of driving they do, the handling characteristics they want and their preferred price range. The system then provides a side-by-side comparison of different tire options so the customer can make their own informed decision. After they make their choice, the tires will be in the service bay of the customer’s preferred location. This system takes the customer through the entire process, from information to installation.”

The company’s goal, Webb says, is to create an environment where all car owners are comfortable. 

“Customers want expert advice and the information they need to be more knowledgeable about their cars,” he explains. “By providing them with the services and information they need, they have a more comfortable experience in the store and are not intimidated by what’s happening.”

Pep Boys ensures each location is delivering “the best service experience for customers,” Webb says, by providing the “right coaching, right information and right training” to all of its associates. 

“The service culture is the most important part of our business,” he stresses. “We are in the people business; we just happen to fix cars and trucks. We serve the do-it-yourself market with quality products at great prices, but as new car technology improves, the ability to work on your car by yourself becomes more difficult. We are putting a bigger focus on the service business because that is where the market is heading and we want to be the best.”

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