Retail Merchandiser - January/February 2012 - (Page 72)

Retail PEP BOYS ‘The People Business’ Pep Boys is expanding its business and enhancing its relationships with customers through greater use of technology and its ‘One Team’ philosophy of customer service. P Scott Webb Philadelphia ep 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 ASEcertified 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. 72 January/February 2012

Table of Contents for the Digital Edition of Retail Merchandiser - January/February 2012

Retail Merchandiser - January/february 2012
What the Nose Knows
Customized Marketing
Greener Logistics
Illuminating Retail
Toy Fair 2012 Preview
Wandering Wallet
Targeting Digital Neighborhoods
Ces 2012 Show Wrap-Up
Category Insight
Striker Entertainment
Joester Loria
Sony Pictures
Mind Candy
Empowered Media LLC
Global Icons
Pep Boys
Tedeschi Food Shops
New Hampshire Liquor
B-O-F Corp.
New & Notable

Retail Merchandiser - January/February 2012