BLACK PACTH PERFORMANCE
24/7 Pick-Up for Local Customers
510 West 28th Street, Buena Vista VA 24416
Same Great Pricing
MORE CONVENIANT 24/7 PICK UP
Browse For Your Parts
We had a large selection in stock before, but we have added the options just outside of that area. Most options on the site are ready to pick up the very next day
Place Your Order Online
Use your debit/credit card to pay for your items right through the website. We also offer PayPal, Google Pay, Apple Pay, and a wide variety of finance options from 3rd party companies
Pick Up Anytime
Once your order is received we will order in any necessary parts, load your order into our 24/7 pickup box, and give you the info you need to grab your parts anytime day or night!
WHY THE CHANGE?
We understand that this shift might come as a surprise, but let us explain why it’s necessary for the future of Black Patch Performance.
Local Sales
Time to customers served for local sales
Time
Customer Base
Since 2018, we’ve served both local and national customers. Over the years, we’ve seen consistent growth, but we’ve hit a ceiling with our local sales. Here's the challenge: it takes around 70% of our time to serve only about 10% of our customers. The remaining 30% of our time is left for national sales which make up around 90% of our customer base.
Continuing to focus so much on retail sales, which demand expensive inventory and limit our ability to grow, no longer makes sense for the business. While we deeply value our local customers, the reality is that we must make decisions that benefit the majority of our customer base—both local and national.
National Sales
Time to customers served for national sales
Time
Customer Base
Our national customer base has grown steadily and now accounts for over 90% of our total sales. However, time spent on local retail has made it difficult to support national customers properly. Retail sales require constant attention and time, meaning less time for our growing online customer base.
In late 2023, after five years of growth, we realized that maintaining the retail side was costing us too much—both in terms of missed national sales and frustrated customers.
The discrepancy and the plan
Example: 1 Employee, 40hr week, 1000 Customers
Minutes per customer
Time we spend with each customer in minutes
National customers
Local customers
Take a hypothetical week: one employee working 40 hours to serve 1,000 customers. A local customer gets around 20 minutes of personal interaction, while a national customer gets just under a minute.
This extreme example shows why we need to adjust. We believe every customer, whether local or national, deserves the same level of service. National customers need more attention, and our team needs the time to provide that.
Our Goal
Plan Moving Forward
Time to customers served for ALL sales
Time
Customer Base
We’re transitioning to an online-only model for local sales, using 24/7 pick-up boxes instead of a retail store. This change allows us to reclaim 65%+ of our time while reducing our customer base by only about 3%. In the worst-case scenario, if we lost all of our local customers (8% of our total), we’d still be gaining back valuable time to focus on growth.
This shift allows us to better serve all customers, while also making local pick-ups more convenient with 24/7 availability.
Local customers will still have access to the same great products, now with the added flexibility of 24/7 pick-up. While you won’t be able to browse in person, our website has high-quality images to help you find exactly what you need.
We’re confident this change will benefit both local and national customers alike by giving us the time to provide the level of service you deserve.
Thank you for your continued support!
Sincerely,
Jonathan Williams
Owner, Black Patch Performance
OUR SELECTION
All available for finance through hour payment plan partners
Wheels
Bumpers
Tires
