An initiative to boost staff satisfaction came from David Smyth. He saw the introduction of ‘Must Know TV’.

Television screens were installed in every canteen, sales and aftersales office. They show daily updates of KPIs, giving a snapshot on how a centre is performing against others in the group.

An anecdote from this is how a valeter spotted used car profit had moved into the red. Peter said: “He reasoned we must have sold a car at a loss and wanted to know why. It’s a great question and he deserved an answer.

“It speaks volumes about a company culture which encourages staff development, not just through the usual methods of training, and questioning by an open door, honest policy where as much information as possible is shared by the family, adding to a feeling of inclusion and caring.”

All line managers take part in account meetings armed with a full set of management accounts on their site every month.

The Smyths shared a number of standards for each department divided into new car sales, used, F&I and add-ons, group fleet, aftersales, marketing, bodyshop, online contract hire and the parts depot.

Each begins with the requirement for “immaculate sites and friendly staff” and often staff empowered wth daily KPI information. Other requirements read:

• focus on achieving manufacturers’ targets
• avoid order taking and sell from stock
• retain margin and sell-up with service plans, F&I and add-ons
• a strict 60-day used car policy
• a used car audit is undertaken each month by one of the Smyths
• buy cars that have been ‘pre-sold’ – “buy wise, sell quick”
• every customer is second-faced by the business manager with the majority of sites having two
• a strong focus on F&I renewals
• workshop profit measured every day
• health check focus on producing more red and amber work sold
• retain ageing vehicles through group service plans and five-year-plus agreements
• strong radio and internet marketing presence, with in-house web design and social media
• focus on staff initiatives, such as a day at the races, running in-centre events, afternoon teas and hanging basket workshops
• ensure a reputation for high quality workmanship in the bodyshops
• employ the travelling SMART van, bringing cosmetic repairs across the group.

 

The Smyths believe the combination of factors – accessible management, knowledge sharing and high customer service standards – have led to a culture of innovation. A Charles Darwin quote is on posters around the business: “it’s not the strongest of the species that survive, not the most intelligent, but the ones most responsive to change.”