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Grip : GRIP February 2013
RETAILER OF THE YEAR GRIP A LONG WAY IN A SHORT TIME The Key Motors Subaru team (clockwise from back left): Shane Mcnealy (Business Manager), John Ramsey (New Vehicle Sales Subaru), Shane Scolefield (New Vehicle Sales Subaru), Dean Horlor (New Vehicle Sales Subaru) and Nik Page (Subaru Sales Manager). IN a short time Key Motors, Subaru’s Retailer of the Year, has come a long way. In June 2002, Adam Carmichael and Scott McElligott purchased the dealership. It was then employing 35 staff and selling an average of 100 vehicles per month. Fast forward to 2012 and Key Motors now employs 95 staff and sells, on average, 210 vehicles per month across the dealership. More recently, the business has acquired 10,000 square metres of land adjacent to the dealership that is being developed into a pre- delivery centre. GRIP caught up with DP Scott McElligott to talk about his business, the award and the future. GRIP: What do you think it is about your business that saw you chosen as the nation’s best? Scott McElligott: The NPS program that Subaru introduced roughly four years ago came at the right time for Key Motors. This program was used as the template for the business to measure customer satisfaction. This same program was then adopted as internal policy and over the years has ensured we continue to provide the best level of service possible. Over the last 12 months Key Motors has experienced a 30 per cent improvement in overall NPS ratings and saw the true PMA SCR scores grow to 85.44 per cent; the highest for a category A dealership. Focusing on NPS and SCR to ensure customer satisfaction, and in turn retention, are just two points that have helped the business to be awarded Retailer of the Year by Subaru Australia. GRIP: What did the award mean to your ownership team? Scott McElligott: This award is the culmination of years of hard work and dedication, so to be recognised for our efforts has been a truly humbling experience. To be recognised as the best by Subaru is something we have always strived for, but have never been bold enough to think we could actually achieve. It’s the pinnacle of our careers and something we will cherish forever. To remain in the number one position the team recognises and accepts that the hardest work is ahead of them. GRIP: What did the award mean to your staff? Scott McElligott: This award is a huge accolade to the team at Key Motors and they are understandably proud to be recognised as the best in Australia by Subaru. GRIP: What is your individual approach to getting the best out of yourself and your staff? Scott McElligott: Each day, all we look for are oppor tunities for improvement. The goal of the ownership team is to empower staff to see those same oppor tunities for improvement. Even when the team has done an amazing job, we encourage them to look back and identify what they could improve on. GRIP: How are you feeling about the future of your Subaru business in 2013 and beyond? Scott McElligott: With the launch of the new Forester and the impending arrival of the diesel auto Outback we are feeling very confident with Subaru and are excited at the potential for grow th in the market. We have a number of promising new members in the sales team and are extremely excited to see this team reach its full potential in 2013. Townsville and north Queensland as a region has huge economic potential. Slowly, nor thern Australia is being recognised by political groups as an emerging powerhouse for economic growth. Investments in the resource and mining sector, food production, major infrastructure and the defence force in north Queensland will all assist in the continued economic growth of the region. This investment will, in turn, give us the opportunity for fur ther growth in this region in 2013. INSIDE GRIP HOME PAGE DEALERSHIPS RETAILER OF THE YEAR 40 YEARS OF SUBARU PRODUCT NEWS AFTERSALES FLEET TRENDS DEALER STATS SPORT
GRIP January 2013
GRIP March 2013