PHILADELPHIA (April 3, 2014) — Automotive aftermarket retailer Pep Boys – Manny, Moe & Jack is mapping a return to its glory days — back when its famous founding trio knew their customers by name and lifelong relationships were forged.
“I keep telling our associates that in the year 2014, I expect [them] to have relationships just like Manny, Moe and Jack had back in 1921—when customers came in, and they knew each and every one by name. That's the kind of service that people are looking for,” said Ron Stoupa, who has led marketing for the Philadelphia-based aftermarket chain over the past four years.
The focus comes as Pep Boys grapples with a fundamental shift in auto care from a do-it-yourself model to a do-it-for-me model, and as the company faces increased scrutiny from Wall Street.
Its most-recent quarterly results disappointed investors with lower-than-expected earnings and revenue of $507 million. For the nine months ended Nov. 2, comparable store sales fell 1 percent.