Technology No Substitute for Leadership in 2012

Jan. 4, 2012 - PRLog -- The national consultancy made the comments after downbeat assessments from PwC and Deloitte earlier this month. (DEC)

Automotive analysts at PwC predicted the new car market will fall below 1.9 million units next year, while Deloitte said new registrations could drop to as low as 1.8 million – compared to the 1.94 million expected by the SMMT for 2011.

The forecasts reflect the increasing risk of recession and the likelihood that fragile consumer confidence will hit spending further, PwC and Deloitte said.

In spite of the uncertain outlook, national consultancy Coachworks believes many outlets could achieve double-digit turnover growth next year if they accept the need to invest more time in enquiry management processes.

“There is absolutely no reason why most dealerships cannot increase new car turnover in 2012 if they accept the way they do things is flawed,” said Karl Davis, Managing Director at Coachworks.

“But national demand levels next year will leave no room for Dealer Principals and directors to hide behind technology.

“Too often in the past they have happily forked out £100,000-plus on enquiry management IT systems without any thought to culture change, leadership and building rapport with customers.

“In this sort of climate, it’s no longer enough for leaders to invest in enquiry management technology and then wash their hands of the matter thinking they’ve done their bit.

“Enquiry management systems are no substitute for effective leadership. Technology can only accelerate the positive impact of good people and processes; it can’t overcome poor people, poor processes and poor leadership.”

Coachworks, which has delivered business improvement programmes on behalf of manufacturers and dealer groups across the UK, has launched a new programme aimed at transforming attitudes, sales and margins.

Called Soul Provider, the scheme involves a 26-week culture change programme.
Tailor-made to each client, it promotes a complete overhaul of enquiry management and reinforces the need across the business to treat potential customers as honoured guests.

Each department signs up to specific sales growth targets and every participant is shown how to sell on value rather than price – protecting margins and ensuring healthy aftersales.

“Transformational change can only come from the top, which is why we insist on the involvement of the most senior people in the company, from the Managing Director down,” Mr Davis said.

“With effective enquiry management, a different attitude to potential customers, strong leadership and more effective sales coaching, turnover from new cars, upselling and aftersales can increase significantly in 2012, regardless of the economic indicators.

“As with all our programmes, Soul Provider is self-financing and the actions agreed and attitudes learnt will benefit the business for years to come.

“It is motivational across the dealership, but it also acts as a reality check to senior management.”

Soul Provider features a range of other powerful business improvement tools, including strategic planning workshops, a written business “health check”, mystery shopper visits, data capture methods, techniques to build rapport and post-programme performance analysis.

http://www.coachworks-consulting.com

ENDS

Press release issued by David Johnson, Shepherd PR. For more information, or to arrange an interview, call 01335 368020 or email david@shepherd-pr.com

Notes to Editors

Coachworks Consulting delivers no-nonsense, tailor-made leadership coaching, change management, growth appraisal and training and development programmes to the automotive industry.

Customers include leading manufacturers and dealerships in the UK and Ireland.

Coachworks consultants are experts in automotive business improvement and they are happy to act as industry commentators.