1-800 Radiator & A/C Franchise Spotlight: Mark & Kim Dragoo

1-800 Radiator & A/C is one of the leading automotive franchise companies in the United States. 1-800 Radiator & A/C franchises provide the highest quality aftermarket auto parts to dealerships, repair shops, collision centers, junk yards, and more. Every month, 1-800 Radiator & A/C honors the company’s top performing franchises. Factors such as sales, number of B2B customer visits, and low out of stock rates are considered when determining the month’s leading franchise.

In September, Mark and Kim Dragoo, owners of warehouse #579, were a top performing franchise location. Prior to opening a 1-800 Radiator & A/C franchise location, Mark and Kim owned a successful paper company. They switched industries and joined 1-800 Radiator & A/C after discovering the company. They were particularly attracted to the business’s innovative marketing and distribution offers. In just seven months, Mark and Kim saw their new business venture become a great success.

This September, Mark and Kim experienced a 118% year-over-year growth rate and maintained a pace of six visits per customer per year. They also maintained a low out of stock percentage across all four main categories: 4.4% for radiators; 5% for A/C condensers; 5.4% for fans; and 6% for comprex. Meaning, they were only out of radiators 4.4% of the time that their customer needed one. Low numbers like these allow them to service their customers more than 90% of the time.

What has made Mark and Kim so successful is their commitment to their customers. They had taken over an existing warehouse and had to regain trust of prior customers in order to build up their franchise location. They honored old warranties, which helped them generate more repeat business and build customer loyalty.

“Building a relationship with your customers is very important,” Mark said. “You have to build that trust and get them to believe in you for them to give you a shot.”

Mark and Kim completely immerse themselves in the daily operations of the business. For instance, Mark tends to every customer visit himself, which enables him to get to know his customers and understand the type of shop they work for and who operates it. On busier days, Mark even handles deliveries. Additionally, Kim manages all the phone calls that come through the warehouse.

Their hard work really shows; they expanded their franchise location from five customers to over 200 in only seven months. Mark and Kim are really excited to see what the future holds for them and will continue to provide the highest level of service to their customers.


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