Select Career Opportunities Orientations Program

“SCOOP”Kelly School of Business

Select Career Opportunities Orientations Program

“SCOOP”Kelly School of Business

J.T. TerryRecruiting/ Retention Manager

J.T. TerryRecruiting/ Retention Manager

Modern Retailing Modern Retailing

Who We Are Who We Are

What We DoWhat We Do

How We Do ItHow We Do It

Questions / Open DiscussionQuestions / Open Discussion

Presentation OverviewPresentation Overview

Webster’s:Webster’s:Webster’s:Webster’s:

retailing – retailing – n.n. the activities the activities involved in the selling of goods to involved in the selling of goods to ultimate consumers for personal ultimate consumers for personal or household consumptionor household consumption

retailing – retailing – n.n. the activities the activities involved in the selling of goods to involved in the selling of goods to ultimate consumers for personal ultimate consumers for personal or household consumptionor household consumption

Retail is more than the transaction at Retail is more than the transaction at the cash register…the cash register…

Advertising Legal

Consumer Affairs Market Research

Customer Retention Marketing

Customer Service Operations

Education Purchasing

Finance Quality Control

Human Resources Real Estate

Information Systems Sales

Inventory Services

Manufacturer

Warehouse

Distribution

Retailer

1984: 300 JC Penney1984: 300 JC PenneyAuto Centers AcquiredAuto Centers Acquired1981: MasterCare1981: MasterCare®® Car Service Concept Car Service Concept

200020001940s: Firestone Home1940s: Firestone Home

and Auto Storeand Auto Store

Circa 1920: Original FirestoneCirca 1920: Original FirestoneService StationService Station

19001900

19201920

19601960

19801980

19901990

1989: Bridgestone1989: BridgestoneBrand Sold Brand Sold at Firestoneat Firestone

1992: Retail1992: RetailStore ChannelsStore ChannelsIntroducedIntroduced

20012001 2001: Reorganization2001: ReorganizationBFS Retail & BFS Retail & Commercial Commercial Operations, LLC Operations, LLC FormedFormed

20022002

2001: Acquired Controlling 2001: Acquired Controlling Interest in Just Under 500 Interest in Just Under 500 TiresPlus StoresTiresPlus Stores

19401940

1960s: Complete Tire1960s: Complete Tireand Service Centerand Service Center

BFS Retail & Commercial Operations, LLCBFS Retail & Commercial Operations, LLC

The largest number of company The largest number of company controlled tire and automotive generalist controlled tire and automotive generalist retail locations in the retail locations in the worldworld

Today there are more than 2,200 Today there are more than 2,200 company-owned stores operating in 47 company-owned stores operating in 47 states and Canada with 22,000 states and Canada with 22,000 associatesassociates

Largest single owner installed automotive Largest single owner installed automotive tire service provider both in sales and tire service provider both in sales and market share in the worldmarket share in the world

FactFact

1 out of every 5 tires sold worldwide is made by the

Bridgestone Group

1 out of every 5 tires sold worldwide is made by the

Bridgestone Group

Bridgestone is the world’s largest Bridgestone is the world’s largest manufacturer in the rubber industry.manufacturer in the rubber industry.

BFS Retail & BFS Retail & Commercial Operations, LLCCommercial Operations, LLC

NATIONAL ASSOCIATION

WESTERNZONE

(266 Stores)

SOUTH CENTRAL

ZONE(313 Stores)

MIDWESTZONE

(307 Stores)

SOUTH EASTZONE

(326 Stores)

NORTH EASTZONE

(328 Stores)

COMMERCIAL STORE

OPERATION(50 Stores)

MORGANTIRE

(488 Stores)

GCRSTORES

(100 Stores)

CANADA(49 Stores)

C E O / P re sid e n t

Z o n e V ice P re sid e n t

D is tric t M a n a g er

S to re M a na g er

C ustom er

BFS Retail & Commercial Operations, LLCBFS Retail & Commercial Operations, LLC

Management StructureManagement Structure

BFRC Retail Business PhilosophyBFRC Retail Business Philosophy

““The further away from theThe further away from thecustomer any decisioncustomer any decisionin business is made…in business is made…

……the worse that decision will be.”the worse that decision will be.”

0

20

40

60

Getting CarRepaired

Going to TrafficCourt

Renew Driver'sLicense

Filling Out TaxReturns

Men

Women

Source: NAPA/AAASource: NAPA/AAA

Consumer’s Opinion Consumer’s Opinion Car Care Is the Biggest HassleCar Care Is the Biggest Hassle

Our MissionOur Mission

““To make car care easier for our To make car care easier for our customers.”customers.”

Our VisionOur Vision

“To be recognized as the To be recognized as the absolute best retail tire and absolute best retail tire and service company in America by service company in America by our associates, our customers our associates, our customers and the industry.”and the industry.”

Associate SelectionAssociate Selection

To support our position of only hiring the best we employTo support our position of only hiring the best we employseveral methods to assist our field management several methods to assist our field management in making the right selection:in making the right selection:

Educate management associates on the selection Educate management associates on the selection processprocess

Selection certification classroom educationSelection certification classroom education

Structured testing for customer service associates Structured testing for customer service associates

Structured interview guide for store managers usageStructured interview guide for store managers usage

Store Manager guide for technician selectionStore Manager guide for technician selection

College recruiting and summer intern programs College recruiting and summer intern programs nationwidenationwide

In order to grow, retailers must cut In order to grow, retailers must cut through the clutter and establish a through the clutter and establish a point of differentiation by:point of differentiation by:

Exceeding Customers ExpectationsExceeding Customers Expectations

Creating Customer ExcitementCreating Customer Excitement

Producing the ‘WOW’ Factor to your Producing the ‘WOW’ Factor to your customerscustomers

Our brand of service as well as how we provide that service to our customers

MasterCareMasterCare®® Strategic Retail Standardization PlanStrategic Retail Standardization Plan

MasterCareMasterCare®® Plan ElementsPlan Elements

Establishes the point of differentiation Establishes the point of differentiation between us and our nearest competitorbetween us and our nearest competitor

Developed from five important Developed from five important customer values customer values

Each location audited by an outside Each location audited by an outside firm twice per yearfirm twice per year

Individual bonus compensation based Individual bonus compensation based on certification scoreon certification score

Career Path OptionsCareer Path Options

1.

District or

Zone Staff

2.

Support Center

Staff3.

Other

CustomerCustomer

1. District or Zone Staff

Assistant District Manager

District Manager

Zone Marketing

Zone Operations

Zone Education

Zone H.R./Manager Recruiting Retention

Zone Controller

Zone Safety Manager

2. Support Center Staff

Marketing

Education

Human Resources

Real Estate

Public Relations

Customer Retention

Customer Service

Finance

3. Other

Other LLCs

Dealer Sales

Corporate Accounts

Marketing

Outside

Affiliated Dealer

Summer InternSummer Intern

SchoolSchool

Store Manager TrainingStore Manager Training

Store Manager

PartnerPartner

District ManagerDistrict Manager

Zone Vice PresidentZone Vice President

PresidentPresident

Welcome to the BFRC Team?Welcome to the BFRC Team?Welcome to the BFRC Team?Welcome to the BFRC Team?