Accelerating Orders: Breaking the Time Barrier

From Moss Motoring 1984

The difference between a satisfied customer and a frustrated customer is, often, the time it takes to fill an order. At Moss Motors, breaking the time barrier is the focus of all our efforts. When supplying parts for cars not manufactured in over thirty years, speed can be a tall order to fill! To meet this demand our operations are designed to enable us to ship the majority of our orders within 24 to 48 hours of their being received. Averages being what they are- a meld of long and short- this means that a large percentage are shipped the working day following their receipt! We ship thousands of orders per month to our customers across the country, and around the world. We thought you might be interested in knowing how we manage to process such a large volume of orders and still break the time barrier.

Whether your order is phoned or mailed in, it is entered into our computer shortly after receipt so the first of many double checks can begin. We check the completeness and accuracy of the information about you, (new address, phone number, etc.) your car, (an Austin Healey 3000 Mk III BJ8, not just a “Healey”, or maybe a different car than on your previous orders) and method of payment, (pre-paid, C.O.D., charge card). Your part description is compared to ours (yes, a brake disc and a brake rotor are the same thing). At this time, we determine which warehouse will enable you to receive your order most quickly.

Utilizing our coast to coast computer link, your invoice/packing list is printed at the facility selected. Goleta, (where, incidentally, we are adding 13,000 square feet of additional space!) or our 8,000 square foot facility at Rockaway, New Jersey.

Whether your order is two items or two hundred items, it is given the same careful attention and pulled in the same sequence as it was received. Our warehouse staff prepares your order for shipment, checks for completeness, accuracy, and basic logic (why does this order for TR3 parts call for a TR6 wiring harness?). This enables us to catch errors before your order leaves the warehouse, thus minimizing customer frustrations.

Of course, delays can occur. One example, the gremlins in the credit card center may deny a charge, etc. The overall picture, however, shows that we keep a high volume of orders flowing through at a fast rate. Moss Motors is continually striving to update systems and methods to give you even faster service. We are not satisfied until you are.

Naturally, if you need your parts in a super hurry, nothing beats picking them up yourself! With three counter locations, we welcome the opportunity to provide instant access to our parts for a large number of our fellow enthusiasts. (We say fellow enthusiasts because we can count more than sixty British cars among our staff, some people having three or more!) In Southern California, our Goleta showroom is just a couple of hours up the coast from the Los Angeles area, and Rockaway is just an hour or so from New York City, through the New Jersey countryside. Our Beltsville, Maryland used parts/rebuilding center also has a “new parts” counter, and is located on the northern outskirts of Washington, D.C. If you live within easy driving distance of any of these locations, or just happen to be in the area, please stop in to visit for the prompt convince of counter service.

Moss Motors began over 36 years ago as an over-the-counter parts store and we still maintain the courtesy and consideration of personal service. Every order is the most important order. Whether it is a phone call, mail order or counter service, we will continue to break the time barrier with satisfaction!