O'Reilly Auto Parts 2010 Annual Report Download - page 8

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delivering to both our do-it-yourself And
professionAl service provider customers
Our business is built on the foundation of
great customer service. We firmly believe
every customer is important to our continued
success, so we focus on providing the
highest level of service and parts availability
to both do-it-yourself and professional
service provider customers in all of our
markets. This proven Dual Market Strategy
has historically resulted in approximately
half our business being generated from
do-it-yourself customers and the other half
from professional service provider customers.
However, with our acquisition of CSK Auto
Corporation on July 11, 2008, where the
business model focused heavily on the
do-it-yourself customer, our split between
do-it-yourself and professional service
provider business shifted to approximately
62% do-it-yourself and 38% professional
service provider in 2010.
Since the acquisition of CSK, we
have concentrated on providing the acquired
stores with the tools, training and support
needed to implement our Dual Market
Strategy. These efforts centered on
opening five distribution centers, converting
store and distribution center systems,
countless hours of training, new product
lines and most importantly, integrating the
O’Reilly Culture of customer service.
With distribution system enhance-
ments in place and increased inventory
availability for all of our stores, we are
now positioned to deliver our proven Dual
Market Strategy in all our markets across
the country.
O’REILLY AUTO M OTIVE 2010 AN NUAL REPORT PAGE 6
dUAL mArKet
StrAteGY
sAles
(In Billions)
Unsurpassed customer service, superior inventory
availability and our focus on serving both do-it-yourself
and professional service provider customers led to
more than $5 billion in sales.
Our Professional Parts People ensure we provide
our customers with industry leading customer
service and technical knowledge. This attention
to service helps us maintain customer loyalty and
build customer referrals.
Whether it is a one-man garage or a multi-store
national chain, O’Reilly Auto Parts is dedicated to
serving the needs of our professional service
provider customers. We offer the parts availability
and the high-quality customer service needed to
create a strong business partnership.
‘06 ‘07 ‘08 ‘09 ‘10
2.3
4.8
3.6
2.5
5.4