A n evening dedic ated to exempl ar y per for mance and innov ation February 11th, ICC, Birmingham
FULL SHORTLIST INSIDE www.am-awards.co.uk
WELCOME
T
he UK's record new car registrations in 2015 brought challenges and opportunities for franchised dealers. Managing the increased volume without sacrificing profits and customer satisfaction put people, processes and dealership support systems to the test. Winning repeat business from customers returning on PCPs was a particular focus for dealers, as was retaining them for lucrative aftersales by offering competitive service plans and raised levels of customer service. The forecourt also came in for considerable attention, as while used car values remained resilient, the increased supply in the market put a gentle squeeze on many dealers’ margins and led them to capitalise on consumer appetite and improve their stock turn. With this as the backdrop, the judges of the AM Awards 2016 were looking for exceptional performance – for consistently strong financial results, innovation in business practices and a determination to look beyond manufacturer expectations to deliver service that benefited staff as much as their customers. Being good is not enough – the contenders for an AM Award must be exceptional. Overseeing the judging once more was Christopher Macgowan OBE, former chief executive of the Society of Motor Manufacturers and Traders and visiting professor at Buckingham University Business School’s Centre for Automotive Management. Hugh Dickerson, Google's senior industry head for automotive, joined the panel as an adviser to provide a detailed assessment of the website entries. I look forward to welcoming you at the AM Awards on February 11. Stephen Briers AM editor-in-chief
BDO: THE AUDITORS
We have enjoyed this year’s awards process. This was our third year of involvement and we are pleased to bring our experience of more than 25 years working with motor retailers to support AM in its recognition of the stars of the UK motor industry. Each year, we have been impressed by the quality of the entries from dealers all over the UK.
AM AWARDS JUDGES
Judging chair Christopher Macgowan OBE Judges Stephen Briers, editor-in-chief, AM; Tim Rose, managing editor, AM; Jeremy Bennett, associate editor, AM; Piers Trenear-Thomas, industry analyst; Steve Young, managing director, ICDP; Steve Nash, chairman, IMI; Prof Jim Saker, director of the Centre of Automotive Management, Loughborough University’s Business School; Ray Sommerville, industry veteran. Additional support provided by Hugh Dickerson, Google.
THE 2016 CATEGORIES DIGITAL AWARDS
RETAILER AWARDS
Best Use of Social Media Sponsored By: Marketing Delivery
Best Used Car Performance Sponsored By: Autoclenz
Best Use of Television and/or Video
Best Fleet Operation
Best Dealer Website
Most Improved Dealership Sponsored By: Martec Europe
Best Manufacturer Digital Innovation
EXCELLENCE IN BUSINESS Best Training and Development Programme Sponsored By: AutoProtect
Best Dealership Sponsored By: Rhino Events Best Retail Group (up to & including 10 sites) Sponsored By: Diamondbrite Automotive
Excellence in Customer Service Sponsored By: EMaC
Best Retail Group (more than 10 sites) Sponsored By: MAPFRE ABRAXAS
Excellence in Aftersales Sponsored By: FUCHS Lubricants
HEADLINE AWARDS
Best Service Reception Team Best Sales Team (New or Used) Sponsored By: Barclays Partner Finance
Digital Initiative of the Year Sponsored By: Auto Trader Dealer Principal/General Manager of the Year
MANUFACTURER AWARDS
Manufacturer of the Year Sponsored By: Smart Insurance
Used Car of the Year Sponsored By: Car Care Plan
Retailer of the Year Sponsored By: Black Horse
New Car of the Year Sponsored By: Supagard
Business Leader of the Year Sponsored By: Premia Solutions
Franchise of the Year Sponsored By: carwow
AM Hall of Fame Sponsored By: Shell
The AM Awards offer a variety of sponsorship and advertising packages. For further details, please contact Sheryl Graham on 01733 468256.
EVENING ENTERTAINMENT
PRESENTER: KATIE DERHAM Katie Derham hosts arts programming for the BBC, particularly coverage of the Proms for Radios 2, 3 and 4. She was formerly a senior anchor on ITV News, and co-presenter of London Tonight. She is also a seasoned media and arts correspondent, has her own show on Classic FM and regularly hosts the Classical Brit Awards at the Royal Albert Hall. At ITV, Derham continued her media and arts brief before being promoted to become the youngest newscaster on British network television, presenting all the channel's main news programmes. She then returned to the BBC with programmes on Radio 3, Afternoon on 3 and Breakfast, and on Radio 4 with Traveller's Tree. She was also a finalist on the latest series of Strictly Come Dancing.
COMEDIAN: ALUN COCHRANE Alun Cochrane mixes friendly storytelling with sharp oneliners and off-the-cuff wit. Versatile and wonderfully quickthinking, he combines irresistibly silly routines with honest, straightforward gags. Cochrane is topical, vulnerable and sometimes just a little rude, whether discussing family life and mortgages or recounting his own cringe-worthy confessions. It feels like stand-up at its least formulaic and most amusing. Described by one critic as “attractively dour,” Alun is a seasoned panellist on Mock the Week, Have I Got News..., 8 Out of 10 Cats, and Just a Minute. He is a co-presenter on Absolute Radio’s hit show and podcast The Frank Skinner Show and has also appeared on Michael McIntyre’s Comedy Roadshow and John Bishop’s Britain.
nF or further details on the AM Awards 2016, please visit the event website at: www.am-awards.co.uk
ORDER OF EVENTS
6.30 p.m Pre-dinner drinks reception sponsored by
7.00 p.m Call for dinner 7.15 p.m Welcome, presentation of the awards – part 1, followed by dinner 9.00 p.m Grand raffle in aid of BEN 9.45 p.m Awards presentation - part 2 10.30 p.m Cabaret 11.00 p.m Bar & lounge open 1.30 a.m Bar closes 2.00 a.m Carriages Dress Code: Black tie/Evening dress
Once the awards have finished and Alun Cochrane has finished his set, the cash bars will open and our fabulous Park Lane Big Band will play into the evening for those wishing to unwind and dance. For guests who want to network in a quieter location, the chill-out lounge nearby will be the place to be.
GAME ON AT CASINO ASTON BARCLAY
After the awards, come and have some fun at the Casino Aston Barclay. You will be staking fake funds so your wallet is safe, courtesy of the team from Aston Barclay who have swapped the gavel for casino chips.
DIGITAL AWARDS BEST USE OF SOCIAL MEDIA Sponsored By: Marketing Delivery
Social media has transformed how we absorb information and how we choose and purchase products. While the medium is a technological one, the vast majority of the views expressed are based on human interaction – what we have shared with friends, colleagues and the people we meet in all walks of our lives. Shopping is no exception. How you promote your business and the effectiveness of your online marketing strategy via social media is the new shop window – with observers able to praise and criticise almost instantly. Whereas it used to be said a consumer would tell 10 people of their shopping experiences, now they can tell hundreds. Do it well and you will reap rewards with loyal followers.
What are the judges looking for? Clear demonstration of a well thought-out social media strategy that has the buy-in of all your staff, not just those using social media. The judges will want to see what has inspired your social media campaign, how you have introduced it, its key elements, the investment allocated, how you monitor its effectiveness and the impact it has had.
SHORTLISTED n Perrys Motor Sales n Peter Vardy n Ridgeway n Specialist Cars Stoke
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DIGITAL AWARDS BEST USE OF TELEVISION AND/OR VIDEO Television advertising is not a new weapon in a dealer's marketing armoury, but advances in the data available via digital television networks allows marketers to target specific consumers and then track exposure and response rates. Dealers can also use video to highlight sales and aftersales activity via widely available handheld devices and data packaging and sending capabilities. This category seeks to acknowledge the importance the two related marketing tools play in dealer marketing and customer trust-building and to acknowledge best practise and innovation. What are the judges looking for? There should be clear reasoning as to why TV or video was the most appropriate means of exploiting an opportunity or solving a problem. Entrants should explain the thought process involved in coming up with the message, how it was seen as the most appropriate, why the use of either TV or video was judged more effective than other methods, the process by which the creative was made, its content and, of course, the impact on the business of choosing these – for example, in terms of return on investment, new business won or business retained.
SHORTLISTED n Perrys Motor Sales n Peter Vardy n Specialist Cars Stoke n Think Ford
BEST DEALER WEBSITE Having a strong profile online is vital for a dealership to prosper. It is often the first place a customer will look when researching their next car purchase. The website is a crucial marketing tool that should bring in a significant proportion of your leads and is increasingly a means by which you can build and maintain relationships with customers, particularly through online service bookings, video and live chat. What are the judges looking for? The judges are looking for a website that is easy to use, fast, functional and attractive and encourages people to spend a lot of time viewing it and coming back to it. It needs to be kept up to date, make good use of pictures and be informative and jargon-free. The judges will also be looking for examples of innovation, particularly in layout and design, that show your website is a cornerstone of your business. They will also consider how well the site runs on mobile devices.
SHORTLISTED n Arnold Clark Automobiles n cartime n Hendy Car Store n Perrys Motor Sales n Specialist Cars Stoke n Sytner Group
DIGITAL AWARDS BEST MANUFACTURER DIGITAL INNOVATION A website is just one of the ways in which a dealer can embrace digital technology – smartphones, e-zines, apps, video streaming and live chat are just some of the common buzzwords in the industry – and consumers expect their chosen dealer to be as adept as any other mainstream retailer at using the latest technologies. This award acknowledges the important work being done by brands to support the dealer network using innovative ideas and the latest and emerging technologies. What are the judges looking for? Manufacturers have, in comparison with dealers, deep pockets, but just having a seven-figure digital marketing budget does not guarantee a logical and effective approach to appealing to consumers' heads and hearts – and bank accounts. It is crucial that entrants demonstrate how their initiative has impacted on consumers’ choices and led them to the retailers.
SHORTLISTED n BMW Retail Online n Vauxhall OnStar
EXCELLENCE IN BUSINESS AWARDS BEST TRAINING AND DEVELOPMENT PROGRAMME Sponsored By: AutoProtect
Training and development are crucial to continually improve your staff. In addition to the basic training required for a trade, occupation or profession, there is a need to continue training beyond initial qualifications to maintain, improve and update skills throughout working life, i.e. to aid continual professional development. What are the judges looking for? The judges are looking for a cohesive training and/or development programme that incorporates coaching, leadership, skills and competencies via on-the-job coaching and structured courses. The judges will be looking for examples of how your training has affected your staff and business performance.
SHORTLISTED n Arnold Clark Automobiles n Honda (UK) n Jardine Motors Group n John Clark Motor Group n Mercedes-Benz UK (Apprentice) n TrustFord
NEW BEST SERVICE RECEPTION TEAM Service reception teams play a crucial role in aftersales and therefore in the success of a dealer’s business. This award will recognise the team that demonstrates innovation in process, continuous improvement, staff development and interaction with customers. Customer satisfaction is essential, including ‘going the extra mile’ to ensure satisfaction and repeat business. What are the judges looking for? Sales and CSI performance can form part of the entry, but the judges are really looking for examples of effective working methods, leadership skills and problem-solving between colleagues and empathy and problem-solving with customers. These can include examples used to overcome technical jargon and connect with customers’ real concerns, rather than evidence of sales technique training. In this category, we welcome details from a manager in the business who is happy to nominate a team. Verbatim customer feedback and comments would be welcomed as a key measure of class-leading performance.
SHORTLISTED n Crewe Audi (Swansway Group) n Peter Vardy Porsche Aberdeen
EXCELLENCE IN BUSINESS AWARDS EXCELLENCE IN CUSTOMER SERVICE Sponsored By: EMaC
Outstanding customer service is crucial to the long-term success of any dealership. Happy customers will be loyal to the business and they will tell others about their positive experience – the best form of marketing. Given the importance of customer service, programmes and initiatives that work deserve recognition. This award will recognise the most successful attempts to improve customer service from any dealer group or dealership. Audited by: BDO. What are the judges looking for? Examples of customer service that makes a difference will catch the judges’ attention. The entry must show a genuine understanding of the needs of customers, with a team-based
desire to make a difference. Initiatives don’t have to transform a business, but they will have to make a demonstrable difference. As a result, entries that include case studies showing evidence of the initiative’s impact will be particularly welcome.
SHORTLISTED n CarShop n Devonshire Motors n Lookers Volkswagen Carlisle n Peter Vardy Motherwell Vauxhall n Specialist Cars Stoke n Vic Young
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EXCELLENCE IN BUSINESS AWARDS EXCELLENCE IN AFTERSALES Sponsored By: FUCHS Lubricants
Service and repair is one of the most profitable parts of the motor industry, but is also one of the most competitive, with franchised workshops slugging it out with independents for business. Only those companies that offer value for money and high levels of customer service will succeed. This category is open to franchised workshops and independent authorised repairers, either individual site or complete network. Audited by: BDO.
is at the leading edge of its industry. In addition, the entry needs to show high levels of customer satisfaction, a keen awareness of marketing and an appreciation of the role of staff in a successful business.
What are the judges looking for? Examples of best practice and outstanding performance are essential. They are looking for an aftersales operation that shows innovation, high standards of work quality and service and
SHORTLISTED n Devonshire Motors n Mercedes-Benz & Smart Birmingham Central n Peter Vardy Motherwell Vauxhall
EXCELLENCE IN BUSINESS AWARDS BEST SALES TEAM (NEW OR USED)
Sponsored By: Barclays Partner Finance This award acknowledges the power of individuals working together towards an acknowledged goal in a new and/or used sales department in the past 12 months. That goal could be a broad one to improve business generated long-term in the showroom or on focused targets in a burst of activity, in selling both vehicles and also the associated ‘added value’ products such as finance, service plans, warranties etc. Audited by: BDO. What are the judges looking for? Clear evidence of genuine teamwork and motivation, the challenges faced and how teamwork overcame them in the business to show a demonstrable improvement in sales, morale, staff retention, motivation and collective inspiration to do better. The judges will also need to see how the team helped to improve customer satisfaction. Acknowledgement of each team member individually and the roles played by each person is advisable.
SHORTLISTED n cartime n Hendy Group n Mercedes-Benz & Smart Birmingham Central n Norton Way Corporate Sales n Peter Vardy CarStore Glasgow
MANUFACTURER AWARDS USED CAR OF THE YEAR Sponsored By: Car Care Plan
This category considers used cars aged six months to three years. It takes into account the quality of cars, how well they have retained their residual value, the strength of manufacturers’ used car programmes and level of engagement from retailers, and use of remarketing. Additional insight comes from car pricing guide Parker’s, Auto Trader, CAP and Glass’s. The award is decided by AM’s dealer audience through online voting in January.
SHORTLISTED n BMW 3 Series n Ford Fiesta n Kia Sportage
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MANUFACTURER AWARDS NEW CAR OF THE YEAR Sponsored By: Supagard
Innovation, quality and a money-maker for dealers are the watchwords for the AM New Car of the Year award. Finalists will all have been launched during 2015. They will have made an immediate impact on the market by moving on the segment, while dealers will be able to exceed targets without discounting. Quality will be exceptional, driving performance will impress and the car will be designed for maximum appeal.
SHORTLISTED n Honda HR-V n Renault Kadjar n Vauxhall Astra n Volvo XC90
MANUFACTURER AWARDS FRANCHISE OF THE YEAR Sponsored By: carwow
In no other sector is the link between manufacturer and retailer so important and, at times, so sensitive. This award seeks to recognise the brand that for dealers has fulfilled on promises made by the manufacturer partner in the past 12 months. Do the dealer and the manufacturer have a mutually beneficial relationship, does the manufacturer understand and work with – and not against – the retailers’ business plans, particularly where it involves more than one brand? And are there clear and effective lines of communication to enable long-term dealer confidence?
SHORTLISTED n Ford n Honda n Kia Motors n Renault
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RETAILER AWARDS BEST USED CAR PERFORMANCE Sponsored By: Autoclenz
More profitable than new cars, used cars form a competitive part of the market, fought over by franchised dealers, car supermarkets and independents. This award is intended to recognise those who have turned the practice into an art form – not to say a hugely successful and profitable business. Audited by: BDO. What are the judges looking for? The judges require examples of best practice and outstanding performance. They will be looking for companies with a robust used car policy, a good understanding of the issues affecting used car sales and sourcing and sustained business profitability, plus an innovative approach to business. In addition, the entry needs to show high levels of customer satisfaction, a keen awareness of marketing and an appreciation of the role of staff in a successful business.
SHORTLISTED n Mercedes-Benz & Smart Birmingham Central n Perrys Vauxhall Doncaster n Peter Vardy
BEST FLEET OPERATION A fleet focus is providing many dealers with improved profits. This category focuses on a business that provides excellent customer service to the fleet market from fleet finance options through to dedicated fleet sales operations and service departments used to dealing with the multitude of issues fleet operators and leasing providers have to face. Audited by: BDO. What are the judges looking for? Examples of best practice and outstanding performance across all areas of the business are needed. In addition, the entry needs to show high levels of customer satisfaction, both for the driver and fleet manager and leasing company, if appropriate, as well as a keen awareness of marketing and an appreciation of the role of staff in a successful business. Judging provided with the support of Fleet News.
SHORTLISTED n Minstergate Hyundai n Norton Way Corporate Sales n Swansway Group n TrustFord n Tunbridge Wells Hyundai
RETAILER AWARDS MOST IMPROVED DEALERSHIP Sponsored By: Martec Europe
Every business can go through a rough patch – what’s key is how the business reacts. This award recognises those companies that have put in place a recovery strategy that has borne remarkable results. Audited by: BDO. What are the judges looking for? There must be clear evidence the dealership has been through a significant business improvement or turnaround over the previous 12 months which has had or promises to have a long-term impact. This should be measured by the following key performance indicators (where applicable): Profitability; shareholder value; net worth; scale; turnover and customer satisfaction. In each case, the judges are looking for examples of
action taken and why, and the outcome of the action.
SHORTLISTED n Perrys Vauxhall Doncaster n Sandicliffe of Stapleford
RETAILER AWARDS BEST DEALERSHIP Sponsored By: Rhino Events
This category is open to single-site owner operators and to best-performing dealerships within a larger group network – both single franchised and multi-franchised showrooms. It will recognise the performance of each individual, team and department in a dealership, rewarding, where appropriate, sales, marketing, new and used car sales, the workshop and administration. Audited by: BDO. What are the judges looking for? Examples of best practice and outstanding performance – including financial – across the business are needed. In addition, the entry needs to show high levels of customer satisfaction, a keen awareness of marketing and an appreciation of the role of staff in a
successful business. In short, the winner will be an all-rounder.
SHORTLISTED n cartime n Mercedes-Benz & Smart Birmingham Central n Norton Way Mazda n Peter Vardy BMW & Mini Edinburgh n Romford Mazda n Vic Young
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RETAILER AWARDS BEST RETAIL GROUP
(UP TO & INCLUDING 10 SITES*) Sponsored By: Diamondbrite Automotive The motor retail industry is made up primarily of smaller, regional groups. This award is designed to recognise and honour those companies. Entrants will be able to show how they meet the AM Awards’ original criteria of quality, innovation and service and how they have tracked their performance improvement over the past five years. A copy of the most recent full company accounts will be required. Audited by: BDO. What are the judges looking for? Examples of best practice and outstanding performance across all areas of the business – new cars, used cars, aftersales, bodyshop
(where applicable), parts and finance. In addition, the entry needs to show high levels of customer satisfaction, a keen awareness of marketing and an appreciation of the role of staff in a successful business. * Separate franchise locations
SHORTLISTED n City West Country n Delgarth Motor Group n Essex Auto Group n Jacksons CI n Norton Way Motors
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RETAILER AWARDS BEST RETAIL GROUP (MORE THAN 10 SITES*) Sponsored By: MAPFRE ABRAXAS This award recognises the unique complications and complexities that come from co-ordinating a large retail group, one with more than 10 dealerships. Entrants will be able to show how they meet the AM Awards’ original criteria of quality, innovation and service, and how they have tracked their performance improvement over the past five years. A copy of the most recent full company accounts will be required. Audited by: BDO. What are the judges looking for? Examples of best practice and outstanding performance across all areas of the business – new cars, used cars, aftersales, bodyshop
(where applicable), parts and finance. In addition, the entry needs to show high levels of customer satisfaction, a keen awareness of marketing and an appreciation of the role of staff in a successful business. * Separate franchise locations
SHORTLISTED n Arnold Clark Automobiles n Peter Vardy n Swansway Group n TrustFord
HEADLINE AWARDS DIGITAL INITIATIVE OF THE YEAR Sponsored By: Auto Trader
This award is given to the best overall initiative of 2015. The four winners from the digital categories: n Best use of social media, n Best use of TV and/or video, n Best dealer website and n Manufacturer digital innovation – go head-to-head to decide the winner.
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HEADLINE AWARDS DEALER PRINCIPAL/ GENERAL MANAGER OF THE YEAR The award will recognise an individual who combines the needs of the business with the demands of managing a dealership team and customer expectations. What are the judges looking for? The judges will be looking for a dealer principal or general manager who has demonstrated excellent leadership skills, ambition, drive and innovative thinking that has helped the dealership achieve business objectives such as sales volumes, profitability, employee and customer satisfaction and loyalty. Evidence of performance is expected and testimonials welcomed. GMs and dealer principals can put themselves forward for the award or can be nominated by dealer group or manufacturer.
SHORTLISTED n Adam McCullagh, Mercedes-Benz & Smart Birmingham Central n Amarjit Shokar, Romford Mazda n Glen Kennington, TrustFord n John Vilums, Perrys Vauxhall Doncaster n Vic Young, Vic Young South Shields
HEADLINE AWARDS MANUFACTURER OF THE YEAR Sponsored By: Smart Insurance
When deciding the finalists, the judges will not just focus on the product offering. Models on the forecourt must be right for the customers in terms of practicality, cost, style and the environment. However, the manufacturer must also make a clear statement of intent on the development of new models and
supporting technologies that is matched by a track record of delivering on promises. Is the manufacturer sensitive to the voice of the consumer, legislative changes and dealer feedback when it comes to product planning? These will be key considerations for the judges.
SHORTLISTED n BMW n Mercedes-Benz n Renault/Dacia n Toyota n Volvo
HEADLINE AWARDS RETAILER OF THE YEAR Sponsored By: Black Horse
This award is given to the best automotive retailer in the UK. Six winners from the retail categories – the two retail group categories, fleet operation, most improved dealership, dealership, and used car performance – go head-to-head to decide the winner. Quality, service, profitability, innovation and a robust business plan are essential.
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HEADLINE AWARDS BUSINESS LEADER OF THE YEAR Sponsored By: Premia Solutions
This award is presented to the person who has had the biggest impact on the motor industry during the previous 12 months. Their contribution will have had a significant positive impact on the way companies do business or on the way the industry is portrayed to the public. The recipient is decided by the editor-in-chief of AM, Stephen Briers, in consultation with the AM Awards’ judges.
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HEADLINE AWARDS AM HALL OF FAME Sponsored By: Shell
Each year, the ‘AM Hall of Fame’ recognises someone who has made an outstanding contribution to the automotive industry during their career. Not only will they have led a hugely successful business, but they will also have raised professionalism in the industry and helped improve its image. Without them, the motor industry would be a poorer place. The recipient is decided by the editor-in-chief of AM, Stephen Briers.
February 11th, ICC, Birmingham
www.am-awards.co.uk