The Evolution of the Automotive Aftermarket Industry
By Gary Thompson
Not long ago I had the opportunity to photograph my family’s first store, Thompson Lacquer Company in downtown Los Angeles. Thompson Lacquer was one of three companies that joined to make FinishMaster in 1997. After comparing photos from as far back as the 40s, I was surprised that the once thriving, upscale business district in downtown Los Angeles had not been redeveloped. It was sad to see how tired and rundown it appeared, but it made me reflect on how things change.
Decades ago body shops were usually dirty, on side streets or in the back of dealerships–the kind of place you thought twice about walking in to especially when compared to the state of the art collision repair centers we have today. Paint mixers and technicians predominantly learned the trade by doing; they used paper formulas or microfiche with antiquated scales to mix paint. Today, highly trained technicians use systems recommended by the paint companies to ensure consistency, durability, color match and eliminate warranty claims.
In those early days, the industry used nitrocellulose lacquer and synthetic enamel, which was replaced by acrylic lacquer and acrylic enamel in the '60s and '70s. There were no MSDS Sheets or environmental regulations, and few fire department inspections. It wasn’t uncommon to see a painter with a cigarette in his mouth as he poured toners. There were countless backyard chemists experimenting and mixing everything they could find! We heard stories about paint mixers flushing mismatched paint down the toilet and paint stores dumping customer’s waste thinner in empty fields. Today, employees wear protective gloves, safety googles, and respirators. There are a wide range of regulations, MSDS is now SDS, and inspections are much more frequent.
Orders used to be called in over the phone and invoices hand written. Salespeople checked their messages daily when coming into the store, and 800 numbers were established so they could call in from a phone booth. Vendor orders were written longhand and called into the factory. Today with computers, cell phones, iPads, electronic ordering, and bar code scanners we are much more efficient.
Thompson Lacquer was never the cheapest in town, but we found our success by selling on service. Our customers had to be very special to receive a discount, and although we might have consigned a scale, the customer paid for everything else. Relationships and customer loyalty were the main factor in our success. If you found a person a job, he bought from you. If that person betrayed you, he was out!
In many ways, the improvement in products, computerization, safety and training were well needed, but the financial impact of consolidation and competitive pressure have affected and changed our industry.
Ironically, the same lamppost has been standing on the corner since 1935, so I guess not everything changes. The one part of our foundation that remains unchanged from the Thompson Lacquer days to today is our promise of great customer service.