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Grip : GRIP August 2011
AFTERSALES GRIP LETTER OF THE MONTH Q2 LEADERBOARD BIG MOVERS Mark Robinson Customer Retention & Aftersales Marketing Manager RESULTS are in for Q2 2011 SCR results and if you haven’t done so already, please head to Subaru Central and look at your results. There have been some big movers since the SCR Leaderboard Q1 results were published, with five new entries making it into the top 10. Two retailers have made good progress in moving up the ladder and out of the bottom 10. Click here to see the latest SCR Leaderboard. In the July edition of GRIP we talked about The Service 4 and how all retailers should be focusing on ensuring these processes are provided. On top of these you should be continually looking at the things that can make a difference to your customer’s satisfaction, and your department’s RECENTLY, Subaru owners, Aden and Nicole McConville, had need for a repair job, and Hawden’s Prestige Collision Repairs in Brisbane came shining through for them. Hawden’s are, of course, a Subaru Preferred Collision Repairer. So impressed were the McConvilles with the service they received, they wrote to record their gratitude. Congratulations to the team at Hawden’s. Keep up the good work. “We just wanted to pass on to you our gratitude and thanks for the absolutely amazing job Hadwen’s did on repairing our treasured Subaru Exiga. As you know, the repairs were completed as a result of an accident where we were not at fault and being a car of less than a year old, we were completely gutted and were of the opinion that the car would never be the same again. You guys proved us wrong. After a bad experience with the repairer it was towed to (where the car was left uncovered out in torrential rain), our Insurer allowed the vehicle to be relocated to you, a Subaru authorised repairer. This ended up being a positive twist of fate for us. Your knowledge of the Subaru brand and its fleet of vehicles profitability. Here are two areas to look at: Quality Customer facing staff – are they customer focused and do they live and breathe All 4 the DriverTM? Remember that service advisors are the gate-keepers to customer retention and profitability. The quality – from the level of customer service you provide to the quality of the coffee, and everything in between. Appearance of staff and your premises – is it an environment that is comfor table, friendly and welcoming and somewhere that you and your family/ friends would want to spend time? Old magazines and dirty coffee cups sitting around for hours are not part of it. The Competition What does your competition look like? From the local “Subaru Specialist” workshop to the big franchises such as Kmart Tyre and Auto, Ultratune and Midas. What are they offering your customers? Remember that these are your customers and they are yours to lose. Research your competition. Are you a step ahead of, or behind the competition? What’s your competitive advantage? Capitalise on your strengths and put plans in place to improve your weaknesses. Are you of fering what the customers are demanding now, or just what you have always offered? You and your co-workers probably have some great suggestions to help improve these aspects of the dealership. Include all staff in monthly meetings and even start a “suggestions box” and reward the best ideas each month/quar ter. You might even be surprised at the quantity and quality of these suggestions. CLICK HERE to view the full table Position Q2 2011 Dealership Category Q2 SCR True PMA Year 1 Q2 NPS Sales Q2 NPS Ser vice Service NPS Top Experience #1 1 Keystar Subaru Rothwell B 13 ↑ 96.72 27.30% 52.50% Staff friendly, welcoming, helpful 2 Key Motors A 1 ↓ 88.71 80.90% 50.00% Staff friendly, welcoming, helpful 3 Subaru Ment one Z 3 ↓ 84.84 75.90% 58.40% Staff were interested and helpful 4 Port Macquarie Subaru B 0 − 84.4 82.40% 47.70% Staff friendly, welcoming, helpful 5 Hunter Subaru B 0 − 84.04 64.00% 56.60% Staff were interested and helpful 6 Bunbury Subaru B 9 ↑ 82.05 83.30% 81.00% Staff friendly, welcoming, helpful 7 Tom Kerr Aut o Centre A 6 ↑ 82.03 60.40% 43.40% Staff were interested and helpful 8 Subaru Lindfield Z 1 ↓ 81.04 74.20% 61.70% Staff were interested and helpful 9 Capital Subaru A 28 ↑ 80.33 65.90% 58.30% Staff friendly, welcoming, helpful 10 Subaru Doncaster Z 2 ↑ 80.12 71.90% 68.40% Staff were interested and helpful Q2 vs Q1 Position Change is outstanding and you immediately picked up things that another repairer would not have known, because they were unique to Subaru. This, along with your professional liaison, confident reassurance and caring approach, immediately put our minds at ease. We have had the car back for a month now and can’t be more thrilled. It looks a million bucks and drives perfectly, just like it was prior to the accident. Your workmanship is phenomenal and faultless. We can’t thank you enough. What also impressed us was how professional you and your team are – it really instils confidence into what is a very tense and nerve-wracking process. It is clear that there are years and years of skill and knowledge within your company – such a credit to you. Again, thank you. We will definitely be recommending you if the need arises, but also feel free to use this as a recommendation to other customers – it would be our pleasure. Aden and Nicole McConville.” Subaru Insurance is issued by Allianz Australia Insurance Limited AFS Licence No. 234 708 ABN 15 000 122 850 (Allianz). In arranging this insurance Subaru (Aust) Pty Limited ABN 95 000 312 792 (Subaru) and the authorised dealers act as agents of Allianz and not as your agent. Neither Subaru nor any of its related companies have any liability in respect of this policy. You should read the Subaru Insurance PDS before deciding if the Subaru Insurance product is right for you. ALL 4 THE ExpEriEncE THE GEnuinEparTs THE qualiTy rEpa i r THE rigHT cHoicE Do you rEally know wHo is rEpairinGyour subaru? Subaru Motor Vehicle Insurance provides cover that gives you the right level of protection for your Subaru, including new Genuine Subaru Parts for your repair. This along with our other features provides additional value, flexibility and choice. With some insurance policies, you may not have the choice of who repairs your Subaru. In fact, the repair may be allocated to a repairer who provides the cheapest quote. If your policy does not include choice of repairer, you will have little control over who repairs your vehicle and what parts are used. This may adversely affect your Subaru’s retained value or compromise your Subaru’s 5-Star ANCAP occupant safety rating. So, to best protect your Subaru, call Subaru Insurance for a quote today, or for further information about Subaru Motor Vehicle Insurance, contact 1300 783 464 or for your nearest Subaru Preferred Collision Repairer contact 1800 737 179 or visit subaru.com.au INSIDE GRIP HOME PAGE PARTS & ACCESSORIES AFTERSALES NEW PRODUCT MARKETING NEWS WHO’S WHO SALES BY STATE BRAND COMPARISON DEALER RANKINGS SPORT
GRIP July 2011
GRIP September 2011