O'Reilly Auto Parts 2011 Annual Report Download - page 5

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Exceptional customer service is ... “… eye contact when greeting
a customer with a smile and
asking questions to obtain a
positive result. The right parts
the first time.”
Abriel Bowman
National City, California
“… having a professional,
dedicated, and winning attitude
with every customer every time.”
Giovanny Cruz
Detroit, Michigan
“… simply taking time to listen to your
customer, work with them on their
solution, and make sure that they leave
not just satisfied, but with a smile on
their face and a WOW in their mind!”
Sanel Becirovic
St. Louis, Missouri
“… helping every customer to the best
of my ability and treating them like
they are our number one priority.”
Frank Wangler
Lakeside, California
“… installing wiper blades on a
rainy day or installing a battery at
2 p.m. in 105 degree heat or going
the extra mile by calling a vendor
direct to find the filters for Kubato
tractors that no one else has.”
Ray Torres
McAllen, Texas
“… exceeding customers’ expectations.”
Ana Stajic
Seatac, Washington
“… making sure every customer is greeted in
a friendly manner and leaves with a smile.”
Rene Clark
Mansfield, Ohio
O’Reilly Automotive 2011 Annual Report
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