O'Reilly Auto Parts 2004 Annual Report Download - page 16

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THE PIT CREW
O’Reilly Culture and Superior Customer Service
Our approximate 50/50 mix of retail versus commercial sales, overnight delivery to every store and our
unique growth model are a few of the factors that make us stand out from competition. But it’s the
17,000 team members living by the O’Reilly Culture and providing excellent customer service that
make us the number one supplier of auto parts in our markets.
Our team members demonstrate the O’Reilly Culture everyday, to build customer loyalty and keep
them coming back into our stores. Professional installer customers know that they can count on us to
have the quality parts they need, when they need them, and retail customers trust our knowledgeable
and friendly service that they receive with each visit to O’Reilly Auto Parts.
Our crew of professional parts people is among the best. New team members complete training programs
specialized to their position, while experienced team members receive ongoing training on the latest
technological developments, management and customer service skills. These factors, coupled with our
parts availability, make us the First Call for our customers. We have overnight delivery to every O'Reilly
Auto Parts store, which is unique in our industry. So, if our store doesn't have the hard to find part our
customer needs, we will have it there the next morning. This is very important to our professional installer
customers who are trying to give their customers excellent service and to our retail customers who are
trying to get their cars back on the road. This level of customer service is the foundation of our culture.
Eleven key values are incorporated into our O’Reilly Culture slogan. “We are enthusiastic, hard-working
professionals that are dedicated to teamwork, safety and excellent customer service. We will practice expense
control while setting an example of respect, honesty and a win-win attitude in everything we do!” These are
the values our company was founded upon forty-eight years ago, and established by our original team
members. These are the values that have made us the successful company we are today. Firing on all
cylinders means living ALL of the values that make up our culture.
14 O’REILLY AUTOMOTIVE
Jim Batten
Executive Vice President of Finance
and Chief Financial Officer