1. Emily Burrill Lauren Edison Lori Van Metre

2. Overview Relevant Background Customer Service – Building the Brand Employees Marketing Mix SWOT Conclusion

3. Background Customer Service Employees Marketing Mix SWOT Conclusion The Man 1952: Les Schwab purchases a small OK Rubber Welders tire store in Prineville, Oregon. 1954: Les Schwab starts his first profit-share program with the store manager of his Redmond, Oregon, OK Rubber Welders branch. 1966 : Les Schwab decides to abandon the OK Rubber Welders franchise and operate them as an independent business. He changes the business name to Les Schwab Tire Centers and forms the Les Schwab Retirement Trust. 1972: Les Schwab opens his 35th Les Schwab Tire Centers store. 1982: Company computerizes individual retail stores. 1986: Les Schwab writes “Pride in Performance” 2000: Modern Tire Dealers magazine recognizes Les Schwab as Tire Dealer of the Year. 2007: Currently, Les Schwab employs 7,000 people in its 400 stores, located in 8 states

4. Continue programs and policies created by Les Schwab that provide growth and opportunity for Les Schwab employees. Maintain our employees’ motivation by continuing to dedicate profits for expansion Be responsive to the need to change and remain innovative while preserving the basics that are vital to our success. Les Schwab will continue striving to provide the ultimate quality in customer service while promoting a family feel. Mission Background Customer Service Employees Marketing Mix SWOT Conclusion

5. Background Customer Service Employees Marketing Mix SWOT Conclusion “Schwabism” S howing concern for every customer, no matter how small their need C hallenging yourself every day to improve H elping customers when broken down along the roadside W atching your teammates grow and being happy for them A cting professional at work and at play B elieving in yourself and taking pride in what you do I mproving our programs to take care of the customer better S aying yes when everyone says no M uscle, sweat, and working late if need be, to take care of our customers “Schwabism is holding our heads high and being the best we can be”

6. Background Customer Service Employees Marketing Mix SWOT Conclusion Customer Service More than 25% rated their experience at Les Schwab as substantially above expectations.- J.D. Power and Associates Stories from Customers. Mentality of, “We fix one today, they buy four tomorrow.” Estimated over $10 million given away each year in free flat repairs. “That’s just the way we do things here. What if that were my mom on the side of the road?”-Jerimiah Cook, Rohnert Park, California Run out to greet you. “We guarantee our service, like we guarantee our tires.”

7. Background Customer Service Employees Marketing Mix SWOT Conclusion Employees From the ground up. Competitive benefits. The 100 dollar story. High value on family. “We teach our managers to believe in making men below them successful.”

8. Background Customer Service Employees Marketing Mix SWOT Conclusion Marketing Mix Target Market 1) Farmers 2) Individuals with basic tire needs 3) Those looking for the, “Bling Bling”“Bling Bling” Product Tires, Batteries, Chains, Brakes, Alignments, Shocks & Struts, Lifts/Lowering. Price Moderate Place Over 400 Stores- OR, WA, CA, ID, NV, MT, UT Member Dealers- AK Promotion Word of Mouth “Free Beef” and “Adventure Days” “You are the reason” – Current Campaign

9. Background Customer Service Employees Marketing Mix SWOT Conclusion S.W.O.T. Strengths Customer Service Quality Satisfied Employees Relationships with Customers Brand Values/Ethics Weaknesses Diversity Limited Education of Employees Values/Ethics Opportunities Expansion Restructuring Threats Legal Seasonality “America needs more good businessmen, fewer bureaucrats who just get in the way, fewer MBA’s who are in over their heads.”

10. Background Customer Service Employees Marketing Mix SWOT Conclusion Old School Hard working employees. Caters to the values of the baby boomer generation. Family Values. Customer Service Practices. “When you get to our size…you make Christians out of all of them.”-Les Schwab