We’ve all probably heard the saying, “You get more bees with honey,” and Stephen Pratt, owner of S & L Auto Supply in Montpelier, Vt., agrees with — and puts into practice — this old adage.
He says his employees are the reason why his business exists. According to Pratt, they have excellent skills and are loyal. The employee with the least time with his company is six years to date. “My employee turnover is pretty much nil,” says Pratt, who believes that part of the reason is because he’s there every day, taking a hands-on approach. “If something gets sticky, I’m there to take care of it.”
In addition to taking care of things that may go on internally, he says he treats his employees as he treats his customers — the way he wants to be treated. “The guys just enjoy working here,” says Pratt. “It’s a relaxed, fun atmosphere.” According to Pratt, there was even a time when some of his employees shared with him that they could make more money elsewhere, but that they stay because they enjoy where they work.
Pratt told us his store has a laid-back, but not lazy, atmosphere. “When there’s work to do, everybody rolls up their sleeves and does it,” he says. “However, if it’s a little slow, we have fun.” He doesn’t believe that employees have to be at the grindstone 100 percent of the time, and he thinks this belief is in the minority among business owners. “Most people want every minute out of their employees…but I think the ones I get out of my employees are more productive than if I were to push them and sit behind them all day and listen to their conversations,” says Pratt.
Together with treating employees well, resulting in low turnover, the “kindness” also gets funneled the customers’ way as well. “Customers know the employees, and the employees know the customers, and that’s what it takes,” says Pratt. “We very strongly believe in taking care of what we have, rather than trying to expand or grab something else that we might not be able to take care of.”
And Pratt believes those personal relationships are very important in taking care of customers — on and off the field. He explains that his customer service doesn’t end when his doors close at 5 p.m. “Most customers have phone numbers of our employees if they need something after closing time,” he says. “If someone supports us during the week, I’m more than happy to help them on the weekend. We’ve given our phone number out to local municipalities for snow storms, weekend work, etc. They can call us if they’re down because they can’t work without it.” Pratt will even go as far as helping customers move, whether it be a business or personal venture. “If anybody’s free, we’ll go help them,” he says. “It’s more of a community, family set-up, and this is nice. It’s a big thing.”
Pratt decided to buy his business when he was only 21 years old, about a year after he and his wife, Lisa, married.
He says he wanted to open his own parts store after he worked at one — and didn’t see the benefits he thought he needed to see for himself monetarily.
So, Stephen and Lisa (hence S & L) bought an existing store from a company they still buy their parts from today, Automotive Supply Associates in Concord, N. H., a large Parts Plus warehouse.
Pratt says when their banker and lawyer realized how young he and his wife were, they took a second look, but didn’t have any hesitation. “We had some good people behind us,” says Pratt.
His advice for other young people wanting to get into the business is to work hard and serve customers. “Give service; that’s my philosophy,” says Pratt. “I’m very engrained in believing that I need to treat people the way I like to be treated when I shop.”
Pratt adds that his wife, who was only 19 years old when they exchanged vows, was really the driving force in the early days of the business by “keeping on the straight and narrow.”
Furthermore, Pratt says, “I filled the pocketbook and she paid the bills. It’s good to have a good woman behind you, in all seriousness.”
And not only did they prove that they could make it as a young married couple, but that they could also succeed as young business owners — and they’ve been doing great together ever since.
The Vital Stats
Years in business: 19 years.
Revenue per year: Declined to respond.
Growth plans: Not at this time.
Number of employees: Four full-time and three part-time in-house employees.
Snapshot of S & L Auto Supply’s history: The business was purchased in 1985. In 1989, Pratt hired a third employee. In 1992, the store went to four full-time people on the counter, at which time they also started to deliver quite heavily, which resulted in adding other part-time positions.
Wholesale/retail ratio: 65 percent wholesale/35 percent retail.
Affiliation: Parts Plus.
Competition: Bond Auto Parts, a 30-store chain; Fisher Auto Parts; and Advance Auto Parts.
Number of locations/facility size: One that is 4,800 sq. feet.