About two years ago, I was attending an industry event when it hit me right in the face. Everyone in this business has a voice: OEMs, insurance companies, software companies, and shops. Everyone, that is, but wholesale parts managers. And that bothered me, because they’re right in the middle of everything we do. They see how parts are ordered, handled, and returned. Yet nobody was really asking them what their experience looked like. So, I decided to find out.