Viva Vauxhall

11 December 2013

With industry aftersales KPIs in decline and at best, stagnant, it was great to learn from client Vauxhall UK recently that their Aftersales business has continued to thrive! 

Viva Vauxhall

This is due in no small part to the actions taken once they had recognised that, if left unchecked, the downturn in new vehicle sales in previous years would impact severely on aftersales revenues.

As the recession started to bite hard, almost without exception, manufacturers realised that the vehicle parc was shrinking and that this would damage both the manufacturer’s  and their dealers’ aftersales businesses. The remedy in most cases was to get behind Service Plans and the Visual Health Check process that many forward thinking dealers had already embraced.

Vauxhall were more astute in their thinking. They recognised that not only did the dealer need the tools to do the job, they also needed a culture where selling in after sales became the norm: moving from being reactive to being proactive and genuinely selling in aftersales departments.

Coachworks were engaged to develop a programme for culture change, and the Road 2 Growth programme was launched. Brought to life through a series of workshops and on site visits, the three elements of Road 2 Growth, have created the means to instil a performance culture in aftersales. Every dealer on the programme has developed a detailed action plan designed to deliver results based upon their individual needs.

The manufacturers enlightened approach to encouraging aftersales growth, deserved to succeed, and we are delighted at the results they have delivered.

A key aspect of identifying opportunities for improving your business is to undertake a bespoke growth appraisal.  The investment required is a few hundred pounds rather than the thousands invested by manufacturers.  Available to all dealers regardless of franchise or size,
contact ella@coachworks-consulting.com for more details.
 

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