Thriving to be the best: Veronica and Niger Advance Auto Parts

Veronica Portillo Store Manager

My travels have revealed some strange encounters and I have met many interesting people. This story is about a group of people who was really exceptional. 

Everyone who knows me or who reads this blog knows that without a doubt, I am an AutoZone guy, I like AutoZone for several reasons which include:

• They have a wide variety of products.
• They offer a high standard of Service.
• They have a customer friendly return policy.
• An utoZone store can be found almost everywhere.

While on the Road I ran into and did business with lots of AutoZone Stores, and with the exception for one bad experience, the service they provide is impeccable. It is strange that in Creedmoor, North Carolina, there is an AutoZone Store that had the most helpful Manager, but this store also had one of the most dishonest customer service representative there is. This representative spiteful behavior, was responsible for causing me a couple hundred dollars in unplanned expense.

On my long journey, I have also used the Service of several Advance Auto Parts stores and although they provide a fairly good Standard of Service, they have not live up to the standard of Service I received at AutoZone. But this was soon to change. On the 4^th of December 2013, I went into the Advance Auto Parts store, which is located at 2206 North Roxboro Road, Durham, North Virginia. My objective was: price checking before I made a fairly large purchase, I was also double check my RV batteries; this was when I ran into Veronica Portillo.

This (Veronica) happy go lucky go getter had just reentered the store after running a battery diagnostic test on a customer’s vehicle; she was all bubbling over with joy and with a big smile on her face, she wanted to know how she could be of help. Immediately I declared my desire, and Veronica was only to eager to help. Immediately; Veronica got her battery testing equipment and out to my van where the batteries were we went.

She tested my batteries and give me the results, I told her I will like to have the batteries charged, and with the same fit of excitement, she picked up the battery and with an enthusiastic “lets get you all charged," she head into the store and place the battery on the charger and wanted to know if there was anything else she could do for me.

Nigar Vargas Ass. Manager

Veronica maintained her smile and “go happy friend” personality, which she displayed to every customer that came into the store. I was shock to learn that Veronica was the store manager. She is a manager that leads by example and one who get things done. Veronica was not only professional, she was courteous, willing to help and she was easy to speak to.

The next time I went into the store, I met Niger Vargaz, Nigar is the Store's assistant manager, this young man is also a very friend and helpful fellow. Mr. Vargaz is a little reserves, but when he gets going there is nothing that can stop him, Like Veronica Niger will turn the store inside-out to help his customer. The soft spoken articulate gentleman is very calculated and he hates to see a customer leave the store without what they came in for.

Another member of this exceptional staff is Janice Campbell  or Miss Janice as she is affectionately called. Miss Janice is a down to earth lady whose level of maturity commands the respect of both staff and customer alike, Miss Janice who appear to be a little shy, tends to put the customers at ease, when she opens her mouth and her smooth southern accent is heard. Miss Janice is a woman who is not only quick to help but seems to know most of the customers by name; this quality represents the peek of customer service. It is only an in tuned customer service representative, who takes the time to remember their customer's name. Miss Janice gives to her customer the biggest compliment anyone can give to a customer, and that is: to remember the name of the person who spend their monies at your establishment.  

Jeanine McDonald getting a customer's battery after
it was charged

This store has ten employees including both Managers. Another of the employee is Jeanine Mc Donald, who is originally from New York City. Jeanine is a free spirit and there is no doubt she enjoys her Job. Jeanine can be seen checking customer’s engine oil, replacing batteries, etc. and she does it with a smile and with her own special swag, as she floats in and out of the store as needed. At times she can be seen shaking customer’s car testing their shocks or engaged in healthy discussion with the customers.

Together Veronica and Nigar make a good team and it is reflective in the quality customer service provides by the staff they manage. This outgoing friendly bunch of workers has definitely out class the staff and the quality of service I received at my favorite auto Store. Congratulation guys, please keep up the good work.

After several encounter with the staff at this Advance Auto Parts Store, I have been asking myself this question: is this Advance Auto Parts store the exception to the rule or is there a concerted effort to lift the game of this franchise.

UPDATE:
Since this article was first published, I learn that the staff received a call from the president of the company and the were congratulated by him on a good work done. I also understand that the other branches were admonished to lift the quality of the service they provide and to emulate the guys at 2206 North Roxboro Road Durham, North Carolina. 

I never expected that recognizing the high level of service that was provided by this group of workers would have propelled them into the spot light in such a manner, but if a group of people deserve to be so elevated it is this dedicated staff at Advance Auto Parts store.