Dealer principals turn to aftersales in downturn

Interviews with 40 senior dealer managers on the Castrol Professional Dealer Principal Insight Panel found many senior managers are now micro-managing key areas of their business.

Invoices under scrutiny

Many managers, it found, are placing all invoices - no matter how small - under the microscope and dealer principals have shifted much more of their focus to the aftersales department as a means of maintaining or driving revenues

• Many now have intimate awareness of aftersales KPI data, such as workshop hours sold, efficiency and average invoice value

• Reductions in headcount, which were reported by many dealer principals on the panel, have also had an impact on dealership management structures.

• Many lower- and medium-level managers now fulfil dual or expanded roles

• They have moved away from conventional compartmentalised business structures

"It is clear that the uncertain economic climate has led to a shift in emphasis from new car sales to aftersales," said Adrian Brabazon, franchised workshop and OEM marketing manager, UK & Ireland.

Service reception

"The need for franchised dealers to retain customers and fight for each and every piece of business has meant that many DPs are placing renewed focus on the resourcing of the service reception.

"More of them are evaluating whether service reception staff have the right skills to effectively sell work to the customer, and employing new processes and systems to enable staff to follow up on deferred work."

Comments (3)

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Brian McLean said:

	... Fair point John, but I was aiming my comments, not just at D.P's, but also those who guide/direct D.P's !
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July 08, 2009
Votes: +0

John M. Ufton said:

	... Brian, could it be possible that you are not aware just how bad many Dealer Principals really are? Many dealer principals can be likened to bankers all bonus and no substance ..and as to backbone ...forget it.
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June 24, 2009
Votes: +3

Brian McLean said:

	... I find it incredible that any Dealer Principal has'nt already been 'micro managing' the business; after all that's what the job is all about !!!
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June 17, 2009
Votes: +4

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