By
Counterman
Some things are just easier than others in this life. When it comes to parts, we all have those lookups that test our patience, leave us shaking our heads, or make us wonder why we even got out of bed this morning.
Beginning with the basic identification of the vehicle, we are often reliant on our customer to know what they are ordering parts for. Model year may differ from the actual manufacture date appearing on the door tag, or the door may not even be original to the vehicle, skewing the results of a VIN-based parts search. Many manufacturers offer “carryover” models concurrent with a newly-released platform, creating confusion between models and leaving us to figure out the easiest or most obvious ways to identify each design. Yes, I’m looking at YOU, Silverado, Ram and Wrangler!
Other times, it’s the similarities in model names that can lead to confusion. Side by side, no one would ever confuse a Corvette with a Chevette, but click the wrong button in a catalog, and you may be halfway through the lookup before you realize something doesn’t look quite right. Those of us who remember the overlapping Ford Bronco and Bronco II models of the 1980s and ‘90s, or even the Explorer, Explorer Sport and Sport-tracs of the early 2000s can relate to the renewed confusion caused by today’s Bronco and Bronco Sport models. If I never hear the phrase “I dunno, I think it just says Bronco,” it will still be too soon!
Once we’ve positively identified the actual vehicle, we must still navigate the minefield of misnamed components and vague descriptions common to a catalog system engineered to accommodate multiple manufacturers who can never seem to agree on naming conventions. Toe links, lateral links, tension struts, and trailing arms might all fall under the broad category of “control arm.” I still have flashbacks about trying to specify Audi/VW multi-link suspension components when they first became popular. What do you mean you want the “left-front-upper-rear” control arm, sir?
Occasionally, a customer-induced curveball can really throw off your rhythm, but don’t underestimate the power of your own foolishness, either. I absolutely KNOW my left from my right (its written on my mittens, after all…) but I’ve lost track of the number of times I’ve flubbed this basic request, and I do still get the odd customer who asks “you mean when I’m looking at the car, or sitting in it?” I also learned to specify “left and right” rather than “driver and passenger” after getting burned by a string of right-hand drive Jeeps owned by rural mail carriers.
No matter the vehicle and no matter the request, our greatest asset as parts specialists will always be our attention to detail. It begins with listening to our customer rather than just hearing them, and taking notes while we absorb the information they are presenting to us.
Our second greatest asset is our curiosity. We all like learning, knowing and understanding things, but when a situation does become confusing or unclear, it is always better to ask questions than to assume you’ll figure it out alone. We are here to solve problems; to find answers and we do that best when applying our unique skillset for the benefit of all. Engaging with the customer is a means of including them in the solution, one you are both equally invested in reaching.
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By Counterman
By OReilly Auto Parts
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