By Kristen Lipscombe
For NAPA AUTO Parts store manager Tom Parsons, the key to running a successful business is earning – and keeping – the trust and loyalty of customers.
That’s why the experienced automotive industry expert from Saint John, N.B., who worked his way up from parts counter, to assistant manager and manager, to partner of the NAPA Auto Parts store on the east side of the friendly Maritime city over the past 26 years, has been tasked by the large North American parent company to partner as a “joint venture” in opening up a brand new NAPA store on the west side of the same town.
“Overall, in the automotive industry, I guess it’s been 30 years,” Parsons said with a chuckle at the realization of just how long he’s been working in the industry within Saint John, the place he was born and raised, and has been also helping ensure the local economy remains strong and vibrant.
“I’ve always liked cars and motorcycles, for sure,” he said of the natural career path that has taken him to now running two NAPA Auto Parts stores on the opposite sides of towns, the newly opened NAPA Saint John West Proline Automotive Supply store, a 7,000-square-foot store located at Unit 1C10 of 621 Fairville Blvd., and his long-standing NAPA Saint John East Proline Automotive Supply store, a 5,000-square-foot facility located at 37 Spencer Street.
“We added a second location on the west side of Saint John to enable us to better serve the customers on that side of Saint John,” Parsons said, adding it strengthens the overall parts inventory available to the local community.
“Every day it’s getting busier, and every day more and more people are walking in,” Parsons said of business picking up at the new westside location, which officially opened its doors as a NAPA Auto Parts store this past February.
“A lot of people are coming in (to the new store) and making comments,” Parsons said. “They’re saying, ‘we’re so glad you’re here; it’s nice to see business on the west side; it’s closer for us.’”
So far at the west side store, Parsons is overseeing six employees, the same number he manages at the east side location, along with a sales associate who works out of both locations, forming a team of 14 dedicated NAPA team members (including Parsons himself) with a wide range of expertise.
And while his employees have varying levels of time of experience within the automotive field, as long as they work hard and are willing to learn, Parsons said they’re a good fit for the NAPA career path.
“They have to be the right person and they gain experience with us,” Parsons said, adding NAPA has specific training policies and procedures that ensure everyone receives the appropriate knowledge to become confident in their positions and ensure customers are receiving the best service around.
“NAPA is all about quality parts and customer service and that’s what we’ve always been about,” Parsons said. “That’s how we thrive; that’s how we keep customers coming back, and that’s how you get new customers.”
The bottom line is being loyal to those who are loyal to you. Parsons and his NAPA team members are loyal to customers, and NAPA has in turn been loyal to Parsons, giving him the opportunity to now help two Saint John NAPA Auto Parts stores succeed within the City of Saint John.
“You do what you say you’re going to do and you be where you say you’re going to be,” Parsons said matter-of-factly of why people keep coming back to the east side NAPA Auto Parts location and are now being drawn to the new west side store.
“It’s whatever the customer wants,” he reiterated. “All the customers are different, and we have to be flexible with them and we are, and we make sure all of the staff know that, and that’s just how we run the place.”
“The customer comes first every single time,” Parsons said. “It’s never about us; it’s always about them.”
Learn more about NAPA Canada’s quality products and services at www.napacanada.com.