O'Reilly Auto Parts 2008 Annual Report Download - page 9

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ROAD TESTED. RESULTS DRIVEN.
O’REILLY AUTOMOTIVE 2008 ANNUAL REPORT PG.7
PROVEN
DUAL MARKET
STRATEGY
Our dual market strategy focuses on serving both the
wholesale and retail sides of our industry and is road tested
and proven – it sets us apart from our competition. Our
business model has yielded a consistent, long-term 50/50
business split between our do-it-yourself and professional
installer customers. We will roll out this business strategy
to our newly acquired CSK stores as we complete the
integration process. This dual market strategy allows O’Reilly
to offer the best combination of inventory, availability,
competitive prices, quality and service.
Our commitment to the professional installer business
started with our first store in 1957. We understand the needs of
our commercial customers and know how critical timely, high-
quality service is to the success of their business. We believe the
key to growing and maintaining strong relationships with our
customers is delivering extensive parts knowledge, providing
the highest parts availability, and offering timely delivery – all
at competitive prices. Installers value our extensive support
programs, professional training classes and the dedicated sales
team of more than 400 who devote their time to helping our
valued customers run profitable businesses.
EXTRAORDINARY SERVICE
When it comes to customer service, little things mean a lot – like
acknowledging a customer as they enter the store, smiling at them
as you help find products and thanking them for their business as
you hand them their receipt.
“ It comes downs to the fundamentals, which are built into
our culture values. e two we focus the most energy on
are customer service and expense control.”
GREG HENSLEE,
CHIEF EXECUTIVE OFFICER
AND CO-PRESIDENT