SCMF Croydon has flourished during the last year, winning the New Branch of the Year Award but, as branch manager Bill Barrett explains, a different approach to customer service has been key to their branch success.
Having only opened a year ago, SCMF Croydon has enjoyed a remarkable rise to its recognition as New Branch of the Year, but what does branch manager Bill Barrett think is the key to their successful formula?
“I believe in giving clear expectations to my team and giving them the support to achieve them.
“We always have a clear development plan in place to support sales growth.
“Regular meetings to review performance in all areas help to make sure we are achieving all KPIs.
Bill explains more on the ideas that have helped the branch perform so well
“I spend no time in my office; 90 per cent of my time either with supporting the sales team, supporting the warehouse or visiting customers.
“I like to remain visible and active, which I feel is proactive – and to make sure we have the right people in the right places,” Bill confirms.
Winning the award has proved pleasing recognition for SCMF Croydon
“We were shocked and hugely appreciative to win.
“It’s nice to have the recognition of our blood, sweat and tears that have gone into getting the branch to where it is and we’re proud of where we’ve come in a year.
“It’s made us want to work even harder to be in with a chance of winning the big one next time out,” the branch manager says.
Branch-specific initiatives can help maintain customers, but The Parts Alliance’s national activity has been invaluable too
“I have been extremely impressed with the offering from the marketing team.
“The level of support and incentives available along with localised support is second to none.
The branch has a team of 15 staff with 10 delivery vehicles.
Bill also maintains a keen focus on staff training, encouraging multi-skilling staff to have flexibility to cover absences
“Being part of The Parts Alliance really does embrace local service with national strength.
“Through trading as SC Motor Factors or Allparts, for instance, it makes you relevant in the area whilst being able to have the same offering that the trade has grown to expect.
“Targeting and developing customers, holding the correct product, pricing and logistics are just some of the things we get great support on, which in turn allows us to better meet our customers’ needs.
“The support we received and continue to receive since opening has been second to none,” Bill concludes.
|Visit the Auto Torque blog to catch-up on the latest industry news.|