by clicking the arrows at the side of the page, or by using the toolbar.
by clicking anywhere on the page.
by dragging the page around when zoomed in.
by clicking anywhere on the page when zoomed in.
web sites or send emails by clicking on hyperlinks.
Email this page to a friend
Search this issue
Index - jump to page or section
Archive - view past issues
Grip : GRIP December 2012
BRZ NEWS GRIP ELECTRA AWARDS The November Electra Award winners were: l Tynan Motors, Sutherland l Suttons Subaru, Chullora l Suttons Subaru, Rosebery l McGrath Subaru l Subaru Waitara l Taree Subaru l Geissler Subaru l South Coast Subaru l High Country Subaru l Capital Subaru l Dom’s Motors l Subaru Geelong l The Big Garage l Garry Crick Subaru, Maroochydore l Sexton & Green l Key Motors l Subaru Darwin l Sutton Motors l Jarvis Subaru l Jarvis Barossa l Subaru Wangara NATALIE Hill is Subaru’s BRZ coordinator. There is no doubt that it is one of the most unique jobs, and challenges, in Australia. The selling of a car on-line is highly innovative, and with BRZ it has its par ticular challenges given the issues of limited supply and high demand. Natalie has been with Subaru for 10 years, the majority of that has been in the Aftersales department, starting off as a personal assistant for the National Technical and Customer Service Department. She describes her first big challenge as the launch of Subaru Roadside Assist. With that success, more was sure to be asked of her. So it was one day when Chris Cassar, Subaru’s Network Development Manager, asked her into his office to discuss a little project. GRIP caught up with Natalie to find out more about her, and the project she is running. GRIP: When Chris Cassar asked you to look after BRZ, what was your response? HILL: While Chris was telling me about the job, I MEET THE WOMAN BEHIND EVERY BRZ SALE was thinking to myself, this has never been done before, how is this going to work? I cannot see this getting off the ground? I told Chris I would need to think about it, as it was a big change from NPS and Roadside Assist. After thinking about it and realising what a great opportunity it was, I had to take him up on the offer to be part of this innovative project. GRIP: How different is it to what you have done? HILL: Very. I do use many of the same skills such as customer service, project management and, of course, time management. I have learnt new system skills in IDS and OTD and liaise daily with our customers, dealers and compounds. GRIP: How do people respond working on the web and directly with you? HILL: The majority of customers respond well. You are always going to come across people who don’t like change, but we have tried to be as accommodating as possible in our processes to try and meet their expectations. Some people don’t like purchasing over the internet and we have worked closely with their dealers to work around this as best as we can. I have a number of customers who have kept in contact with me after taking delivery, sending me pictures responding to our EDMs sent out regarding BRZ. GRIP: How much do you deal with customers? HILL: Each customer is different. Some customers touch base with me on a regular basis. I have one customer who calls every for tnight just to have a chat and he has an expected delivery date in March. I have spoken to a large number of the customers through the order phase, but some only at the beginning of the delivery phase. The customer also has contact from their delivering dealer. GRIP: What’s the customer feedback? HILL: Most are happy with the process and understand why we have decided to go with the online option. They like that it is transparent and it has one central contact point. Initially there were at times conflicting information regarding the pre-orders, but the majority of these orders have now been delivered their BRZs. Some customers would like to purchase their BRZ in the traditional way and be able to negotiate with their dealer, other customers like the fact that it is the one fixed price nationally and they didn’t need to worry about hidden costs, etc. Customers love the fact that they can log on to their account and track the progress and have the dealership and the BRZ co-ordinator to answer any questions they might have. GRIP: Have the BRZs at the Motor Show created a lot of interest? HILL: Yes, they have generated a high volume of enquiry in regards to the STI accessories. We have many BRZ customers waiting for the official launch of these parts so they can add them to their orders. Many visitors to the stand wanted to buy a BRZ then and there and were disappointed to hear of the wait time. GRIP: What’s the best par t of the job? HILL: It’s definitely working with such a passionate team behind the scenes. I also enjoy liaising with such passionate customers. INSIDE GRIP HOME PAGE FROM THE MD NEW FORESTER IN THE PRESS BRZ NEWS AFTERSALES PASSENGER VEHICLES TRENDS DEALER STATS NPS SCORES SPORT
GRIP November 2012
GRIP January 2013