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Marshall Motor Group's new five-year plan is all about the customer, says CEO Daksh Gupta

Customers are more confident of their economic situation, of the economy and crucially what they need and expect from their target car and a dealer. They understand depreciation, the painful loss of value of an expensive cash purchase, the impact of servicing costs and importance of fuel economy – how the road tax on a Range Rover can be £1,000 for an old model and £400 for a new one thanks to its aluminium body and efficient engine – and the benefits of finance packages and service plans.

 

The impact of the internet

Gupta is all too aware that consumers are not learning these lessons in dealerships, but on the internet. He states that 97% of his customers have spent an average of 11 hours on the internet before they visit a showroom.

Showroom enquiry levels are down. But Gupta rejects any suggestion that sales staff have, or will become, order-takers for consumers looking to ‘buy and go’.

“The customer still has a choice of which dealer they want to buy from. They might have made their car choice and they might have spent 11 hours on research, but we still need to be able to educate them in terms of what the right model is, what availability is: wait four, five, six months or be sold one that we have in stock.

“Likewise, we as a retailer have to make the decision to sell to our customer. What’s stopping a customer buying from one of my competitors? If we don’t sell the Marshall benefits, my competitors win. The experience has got to be right, not just the transaction.”

One of the factors he is battling is overcomplicated customer satisfaction measures imposed by manufacturers.  

“One links a bonus to whether a customer was introduced to the service department. If I can’t tick this box, it doesn’t mean the customer had a bad experience. It may have been an irrelevance compared to the car being delivered on time and in the expected condition,” Gupta said. Manufacturers can focus too much on adherence to process rather than genuine customer experience. 



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  • Name Witheld - 14/04/2014 09:00

    Interesting, Daksh Gupta makes no mention of staff retention and satisfaction, having worked for this group I can honestly say that I have never worked in an organisation that has so little regard for employee wellbeing, retention and job satisfaction. Many of the employees I worked with were overworked, underpaid and felt undervalued.

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    • Empolyee - 23/04/2014 20:03

      Avoid Daksh Gupta and MMG at all costs you have been warned!

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  • Anonymous - 15/04/2014 04:28

    The reputation of this dealer group for bad service in the Cambridge area is still as bad as it ever was despite the media spin that comes from the ivory tower. Staff turnover remains high but reality is a long way off for their headline-grabbing CEO.

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  • Anonymous - 15/04/2014 15:12

    It would be interesting to see some facts and figures on staff retention and employee satisfaction, My experience leads me to believe that they would be among the worst in the industry, ** edited for legal reasons **.

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  • Anon - 14/05/2014 19:51

    This is so true the worst company in the motor trade to work for it is a joke. The worst name in the motor trade, pure greed at the top!!!!!

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  • MMG Employee - 22/05/2014 14:57

    I work at MMG and actually the comments by all you anonymous people are not factual. I truly believe it is a great place to work and I have been here 10 years so under the old regime as well as the new. I have a suspicion that the comments below were made by poor performers who couldn't cut it....can't think of any other explanation as staff retention is no worse than any other group. Sour grapes perhaps?

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    • Robert - 03/06/2014 16:28

      @MMG Employee - LOL must be the only one left or you are a family member to survive so long or you are Daksh, or did Daksh write this one him self like he fudges the staff turn over figures every year! Employer of the year nomination for motor trader, you can get any award if you know the right people!

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    • MMG Employee - 27/06/2014 16:38

      @Robert - haha, no not Daksh and not family unfortunately! Just someone who comes to work and enjoys their job, and feels valued doing a good job. I dont see any fudging of figures though. There's a lot of us left that have been here years and years - the loyalty events show that! They are brilliant and we all had a fantastic time. Dont know many other groups that do that sort of thing for their loyal employees - maybe they do - but Marshall do it really well.

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  • Anon - 30/05/2014 20:41

    Employer of the year nomination for motor trader awards is this a joke!!!!

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  • MMG Employee - 01/06/2014 13:12

    No joke....they are a fantastic company to work for and deserve to be nominated and actually deserve to win this award

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  • Anon - 04/06/2014 19:56

    I always remember the meal we would be taken out to before the employee survey was due to be done haha!!!!!

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  • ImnotBatman - 20/04/2015 07:05

    I find these negative remarks rather amusing. Made by weak minded sheep who are all too easily drawn in. I am heading back to Marshalls after spending the last 2 years working for arguably the best company out there. Stratstone. On that note if you really want to know what it's like to work for a group that really "cares" about employee interests then I suggest you email your CV to them

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  • Anon - 09/04/2018 07:27

    I was lured back for a second stint at a Marshall site in Peterborough, and found it had gone from bad to WORSE.......don't even think of going there, long hours, bad wages and rediculous staff retention problems throughout the group. Unhappy grumpy staff everywhere, was glade to 'escape' and will NEVER BE ENTICED BY LIES AND PROMISES TO GO BACK AGAIN, sorry to tell you all this buts it's all true.

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