Why delivering the right customer experience must come before dealer sales

"We have been volume dealers and then got out of volume, but fundamentally we’ve always been specialist car sellers.”

Gareth Williams describes the focus in Hatfields, his north of England dealer group, as not being on selling hundreds of cars, but on selling one. That one will lead to another, of course, but it’s Williams’s way of explaining the company’s ethos of engaging with a customer. With a really good plan in place to sell one car, he can feel confident the business will reach its goals.

Land Rover (3)

Author: Tim Rose

Editor

tim.rose@bauermedia.co.uk

01733468266

As editor, Tim is responsible for the media content, planning and production of AM's multiple channels (AM print and digital magazines, website, social media and contributing to our events planning). He interviews and writes about as many franchised dealer groups and UK divisions of motor manufacturers as possible, to explore the issues facing UK motor retail and understand what solutions dealers and suppliers are using to overcome these.