Silver Street Automotive has increased aftersales revenues and improved customer service after calling in Coachworks Consulting.
The Plymouth Audi retailer took part in Race for Growth – a business improvement programme adapted to address specific customer needs.
Since managers and service advisors completed the 26-week project, VHC completion has increased from 84 per cent to 91 per cent and work identified per VHC completed has gone up from £284 to £335.
Performance and customer satisfaction has improved to such an extent that the franchise is now in the top 20 of Audi’s Q-Power table.
Martin Sykes, Aftersales Manager at Silver Street Automotive, said: “The Service team now have some really good foundations in selling and relationship building that should stay with them throughout their careers.
“We have exceeded our budget for the last four months because we have a consistent level of performance around things such as upsell – both over the phone and face to face.â€
Race for Growth also helped the retailer realise the importance of relatively small increases in revenue per health check and it introduced a culture based on healthy competition.
Coachworks is renowned for its no-nonsense and innovative approach to automotive business improvement, and Race for Growth involves business growth appraisals, best practice workshops, one-to-one coach-back, mystery shops and leadership coaching.
Workshops are attended by small groups that include employees from all levels to make sure the whole business buys in to a programme that changes cultures and transforms attitudes from serving to serving and selling.
Karl Davis, Managing Director at Coachworks Consulting, said: “Race for Growth is a challenging programme, but it can significantly improve revenues and retention, regardless of the state of the market.
“It’s great news that the team at Silver Street Automotive is reaping the rewards of Race for Growth. We’re confident the foundations have been laid that will help the retailer thrive for many years to come.â€
For more information, visit www.coachworks-consulting.com or call 01335 324325.
