SPOTLIGHT ON EXCELLENCE
Certifications are more important than ever these days to set us apart.
Even so, as far as Baird’s physical plant, the com- pany started humbly, with four acres and a concrete garage. As the business expanded during the 60’s Jesse bought adjoining property, increasing the yard’s size to keep pace with demand in the Louisville area.
Jesse eventually hung up his racing helmet at age 50 after crashing his race car and shifted his main focus to the business. By then, Russell and his brother Randy, now Sales Manager, were both working for the family busi- ness. Together, the trio built Baird’s Auto Parts into the largest auto recycler in greater Louisville. Today, Baird’s Auto Parts’ state-of-the-art, Gold Seal and Certified Auto Recycler (CAR) facility cov- ers 27 acres, stores all parts in four warehouses and dismantles 800 vehicles per year. Baird’s has a loyal customer base of body shops and insurance repair facilities that keeps the sales staff hustling. The Baird family has experienced nearly 60 years of success in auto recycling. Russell Baird believes there is no single formula for success, but is willing to share some of his family’s guiding principles and best practices that have contributed to Baird’s growth and achievements.
Connect with Customers Observing Jesse Baird’s many personal connec-
tions and how he treated people, his sons learned the importance of relationship building early on in
64 Automotive Recycling | November-December 2015
their lives and careers. Not surprisingly, maintaining positive customer relations is at the top of Russell Baird’s list of best practices today. “We treat our cus- tomers right by having quality parts in stock, at the right price,” he explains. That’s a familiar mantra in this industry and one aspect of relationship-build- ing, but Baird’s Auto Parts sets themselves apart by combin- ing the promise with personal follow-through. “We visit our customers in person,” Baird explains. Whether just stop- ping by to say hello, following up on a sale or gauging the customer’s experience, he
believes the personal touch that he learned from his father can go a long way toward customer retention in today’s impersonal, digital world.
Slay the Competition
Louisville, with a population of more than 600,000 peo- ple, is home to about two dozen auto recyclers. Baird counts about a dozen of them as his true competition. Buying groups and online sales also create compe- tition from recyclers outside the immediate Louisville market, he adds. Despite the stiff competition, he esti- mates that Baird’s Auto Parts can stake claim to about a one-fourth market share. Personally, Baird spends little to no time worrying about the competition. His secret to beating them, he says, goes back to the basics. “Quality parts in stock at the right price,” he repeats.
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