O'Reilly Auto Parts 2009 Annual Report Download - page 11

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Every step in our finely-tuned process of getting the right
part at the right price to our customers is based on a singular
focus on excellent customer service. When we purchased CSK
Auto in July 2008, we committed to extending our high level
of customer service into CSK stores in the western markets,
while continuing to deliver the same great level of service to
our core O’Reilly locations.
We work hard and pride ourselves on being the friendliest,
most knowledgeable parts store in every market we serve.
Our 45,000 team members across the country are dedicated
to a continual cycle of moving our company forward and
building on our long track record of success. We are able to
accomplish this by staying true to our time-tested values and
business model.
Our successful growth over the past 52 years is proof that
the auto parts business is a relationship business. We continue
to receive countless letters, phone calls, and e-mails from
customers who drive past the competition on their way to
one of our stores because of the attention and personal service
they receive at O’Reilly. Our customers appreciate our team
members’ dedication to providing them with solutions to
their auto parts needs. Our enhanced level of service ranges
from installing wiper blades for our do-it-yourself customers
to making special deliveries for our professional installers
working on their customers’ vehicles. In all instances, it means
our stores, DCs and corporate team members never hesitate to
go the extra mile for our customers.
O’Reilly will not stop moving forward. We have a lot of
hard work ahead of us to complete the integration of the
CSK stores to our dual-market strategy. We have laid a solid
foundation with our proven dual-market strategy and Live
Our People Make the Difference
All 45,000 members of Team O’Reilly are working hard to complete our
integration, build out our distribution network, and successfully convert
remaining stores. They are working hard to make these things happen
and to make O’Reilly an auto parts brand that will be easily recognized
from coast to coast.
O’Reilly Automotive 2009 Annual Report
9
Green culture in all CSK stores. We will continue to execute our
detailed conversion plans in CSK markets while maintaining
and growing our market share in existing territories. We will
accomplish all of this because of our O’Reilly commitment to
hard work, teamwork, and customer service.
Extraordinary Service
Little things mean a lot. Whether it’s coming out from behind the counter to
greet our customers or locating that hard-to-nd part, Team O’Reilly maintains
a strong commitment to being the friendliest parts store in town.
N