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CONTENTS

INFO

OCTOBER 2012

4

Fix Auto National Conference - Building Profit Through Strength

6

A Week In Canada

8

A Job Well Done

9

Ford Selects Fix For Write-off Programme

9

Working Together on Brand Campaigns

10 Rams, Prangs and Automobiles 12 Where Should The Vehicle Collision Repair Business

Education Programmes Be Heading?

13 Marketing Update 14 Chairman’s Chat 14 Duckling to Swan in Two Years 15 One Page Return on Investment 15 Quote of the Month 16 PAS125/ATA Training – Re-certification of Technicians 16 Data Power 16 Last Lines 17 Premier League Status = Responsibility 17 Let’s go Viral 17 Working Together 17 Fix Auto Christmas Crackup

19 Contact US 22 Diary Dates STOP PRESS: FIX AUTO CARDIFF SOUTH WINS “LARGE BODYSHOP OF THE YEAR” TITLE AT be2012, SPONSORED BY ALLIANZ INSURANCE PLC. Congratulations to Steve Peart and his team from everyone at Fix Auto UK on your deserved success. Full report and more pictures in next month’s InfoFix.

UK


NETWORK NEWS

FIX AUTO NATIONAL CONFERENCE

BUILDING PROFIT THROUGH STRENGTH

4 | INFOFIX UK


NETWORK NEWS

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he theme of our forthcoming largest ever national conference is Building Profit Through Strength. Everything we do at Fix Auto is aimed at providing sustainability for our partners and customers through collective input. We have identified that successful body shops need to find a way to have a seat at the negotiating table, and most important, to have a plan. Quality repair is now a given and insurance companies will not change their strategic approach without significant reasons... reasons like scale, consistency and a single point of contact.

A good business plan with a single direction is what our network is built on, with one agenda: the growth and success of our shops! At Fix Auto, we know from experience that helping body shops succeed and grow is not a difficult thing to do. It’s a matter of creating and managing the right business plan with the right people. Our National Conference will showcase these qualities and provide strategic pointers to our future direction and development. 

We have identified that successful body shops need to find a way to have a seat at the negotiating table, and most important, to have a plan.

TUESDAY 2ND OCTOBER

WEDNESDAY 3RD OCTOBER

11:00 > Introduction - Conference Moderator David Lingham and Fix Auto Managing Director Ian Pugh set the scene

09:00 > Meet the Fix Auto team

11:10 > Network Update - Dom Napier reflects on Fix Auto Network dynamics – year which has seen Fix Auto UK become the UK’s largest fully branded bodyshop network

11:00 > Feedback from Gazelles Workshops

11:45 > Industry Trends by Chris Oakham of TrendTracker providing an insight and analysis of body repair industry market changes 12:15 > Lunch 13:30 > Verne Harnish founder and CEO of Gazelles - a global executive education and coaching company endorsed by Fix Auto. Presentation and interview.

09:30 > Insurer Panel 10:30 > Break 11:30 > Tom Hadfield – Fix Auto UK’s new marketing manager explores the Retail Marketing concept. 12:00 > Lunch 13:15 > Interview with Admiral’s charismatic Chief Motor Engineer, Garry Thomas 14:00 > Interview: Fix Auto’s Managing Director Ian Pugh reflects on the dramatic growth in the Fix Auto network and where the bodyshop market and Fix Auto heads next 14:45 > Break 15:00 > Finish

15:00 > Break 15:15 > Presentations by Gazelles and their coaches to facilitate franchisee workshops and determine “How can Fix Auto Franchisees transfer the message from Verne Harnish into their businesses?” 16:30 > Technology – where next? Andrew Marsh, Auto Industry Insider explores cars of the future and what that means for Fix Auto franchisees? 17:15 > Finish 19:00 > Pre dinner drinks 19:30 > Dinner

OCTOBER 2012 | 5


NETWORK NEWS

A WEEK IN

CANADA

TOM GOES WEST TO THE HOME OF FIX AUTO FOR A BLUE BLOOD ­INFUSION AND ­RETURNS FULLY BRANDED by Tom Hadfield, Marketing Manager

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s part of my induction, I had the absolute privilege of spending a hugely valuable week in Canada at the start of September. Having heard all about Robert and Ian’s trip last March where temperatures reached below freezing, I duly packed long sleeve shirts and suits, only to encounter temperatures approaching 28 degrees Celsius throughout the week. It was like the summer we never had! The first part of my trip was spent in Montreal with Bob Kirstiuk, along with the founder of Fix Auto, Mr Delisle. It was very interesting to be shown around some Fix Auto Canada bodyshops, and whilst there are differences between there and the UK, I was really pleased to see that their branding –

“I WAS REALLY PLEASED TO SEE THAT THEIR ­BRANDING – RECEPTIONS, EXTERNAL S ­ IGNAGE AND STAFF CLOTHING – WAS P ­ RETTY MUCH IDENTICAL TO THE SITES I HAVE ALREADY VISITED IN THIS COUNTRY.” receptions, external signage and staff clothing – was pretty much identical to the sites I have already visited in this country. I also had the fortune of spending some time with the marketing team in Montreal, in particular Aret Sevan and Zoé Boudreau. Aret is our web-guru, and so will play a key role in what I see as a major element of our retail marketing strategy – optimising, personalising and making your individual Fix Auto websites more sales-led. It’s great to hear that there’s plenty of scope for developing the websites without disrupting the brand. Aret is incredibly proactive, so I’d encourage anyone who’s keen to add new content to their site to contact me – thadfield@fixauto.com Zoé Boudreau is our creative genius. She 6 | INFOFIX UK


NETWORK NEWS

Tom Hadfield with Chevrolet Volt electric car at Fix Auto Blainville, Quebec

demonstrated a library of design work that has already been created for Fix Auto shops all over the world, and I can’t wait to tap into this and share it with you all to help you market your businesses in line with the Fix Auto brand. Mr Delisle was every bit as inspirational as I’d been led to believe he would be, taking me through a presentation that outlined the initial vision of Fix Auto, and how that vision has become a reality today. At the core of the presentation was the concept of bodyshops working together, a key principle that attracted me to join the Fix Auto business, and one which has been great to see in action in the short time I have been with you. Two great phrases leapt out to me from Jean’s presentation: > Co-brand is no-brand > Independents. Yet we have never been so dependent” Tom and Bob Kirstiuk are shown round the impressive Fix Auto Blainville bodyshop by owner Jean Lapointe (centre)

The remainder of my trip was spent in Vancouver, with Bob Kirstiuk, Tim Scharnberg and the team, which includes Wang Yeung, who is the Senior Developer for the Fix Dashboard. The Fix Dashboard is one of the most powerful tools in our armoury and we are fortunate to have significant resource dedicated to the ongoing development of this system. Given the criticality that our customers place on Net Promoter Score, key to key and cycle times, along with the value that can be derived from benchmarking across the network, I firmly believe that this piece of software is one of the key Unique Selling Points of the whole Fix Auto proposition. Now that I have returned to the UK after such a great trip, I’m really looking forward to drawing on the vast marketing resources we have available to us in order to help you promote and sell your businesses to consumers through a structured retail marketing programme. 

Tom meets Fix Auto’s founding father, Mr Delisle. OCTOBER 2012 | 7


NETWORK NEWS

A JOB

WELL DONE

IN OCTOBER WE CELEBRATE THE ACHIEVEMENT OF THE FOLLOWING FIX AUTO PARTNERS AND THEIR STAFF:

FIX AUTO ROCHDALE:

Fix Auto Rochdale supported a local Kingsway Fun Run being on Sunday 23rd September. Over 500 participants had a choice of races - a 5 and 10K race for the Adults, a 2K Family Fun Run and a Children’s fun run. The Fix Auto Team wore Fix Auto T-Shirts and handed out flyers to promote the Brand. Turning 30: Fix Auto Rochdale would like to wish Sarah Stewart a very happy 30th birthday (7 September). Sarah joined the company in 1999 as a trainee receptionist and now covers reception, assists the service department and spends two days a week in our accounts department. Sarah is a highly valued member of the team. Congratulations from all at Fix Auto, Sarah.

FIX AUTO HENLEY ON THAMES:

Fix Auto Henley on Thames has sponsored their local football club for all 27 categories from Under 9s to mens. We will include photographs in a future edition of Infofix. Henley on Thames has also introduced a one day repair shop which includes office accommodation for customers to use while their car is being fixed.  8 | INFOFIX UK


NETWORK NEWS

FORD SELECTS FIX FOR WRITEOFF PROGRAMME F

ollowing discussions between Fix Auto and Ford, we are pleased to announce we have been selected to partner with Ford for their write off avoidance programme. The program has been operating in the Ford Accident Repair Centres for some time. So far over 1600 repairs have been saved since its inception with a conversion rate of 43%. Using these projections suggests that an additional 1400 repairs per annum can be saved within our network. 

WORKING TOGETHER ON BRAND CAMPAIGNS

Fix Auto Rochdale recovery vehicle

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ix Auto Rochdale has introduced a newly liveried recovery vehicle to their growing fleet. After buying the vehicle to assist with the collection and delivery of LCV fleets FA Rochdale’s Phil and Michelle decided there was also a possible marketing opportunity that could be developed. Michelle explains: “The rear bulkhead of the vehicle was just a blank canvas and both Phil and I thought what an excellent opportunity to use it to display some of the excellent Fix Auto marketing material.”

So after choosing the ads they liked on the Fix Auto website www.fixauo.com they e-mailed Aret Sevan and Zoé Boudreau at Mondofix, Montreal explaining their concept. They had files formatted and sent them to a graphics company who had them printed and attached them to interchangeable boards that can be mounted onto the rear of the cab. Phil adds: “Some of the marketing ideas on the Fix Website are fun and eye catching so we thought why not use them to capture people’s imaginations? There’s a Festive Marketing

display waiting in the wings for Christmas. What this demonstrates is how working together with Canada we can achieve some excellent, inexpensive and eye-catching results.” If you’d like an introduction to the branding possibilities offered by Fix Auto’s Mondofix hub in Montreal, Canada, Brand and Operations Integration Manager David Owen will be only too pleased to make the necessary introductions. Meanwhile, for concepts and ideas go to www.fixauto.com and click “Brand”.  OCTOBER 2012 | 9


NETWORK NEWS

RAMS, PRANGS AND AUTOMOBILES A HUNDRED YEARS OF AVIVA CLAIMS REVEAL HOW THE HAZARDS OF THE ROAD HAVE CHANGED RUTTING RAMS, STARTLED HORSES, AND DRIVERS’ WIDESPREAD INEXPERIENCE ARE AMONG THE CHIEF REASONS FOR HISTORIC CLAIMS UNEARTHED BY THE UK’S LARGEST INSURER.

10 | INFOFIX UK


NETWORK NEWS

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viva’s archives shed light on a time when there were just 89,000 cars on the road – one car for every 400 people (1911). In the early days of car ownership, accidents were actually more common despite there being fewer cars on the road. There was one accident for every 14 vehicles in 1930, the first year statistics were available. Today the figure is one for every 222 vehicles with almost 30 million cars and motorbikes on the road. Claims dating back to 1911, when there were 3.2 million horses in the UK, outnumbering cars by 36 to 1, show the convergence of animals and the new fourwheeled wonder causing some strife. Claims include: > A farmer who claimed after his horse died from shock at the sight of a passing motor car (1911) > A well-polished van that came under siege from an aggressive ram which mistook its own reflection to be a rival male and butted the side of the vehicle (1953) > A horse that ate a car’s rear lamp (1957) > A car whose softtop covering was destroyed by a horse found nearby ‘chewing with a very satisfied look on his face’ (1956) > An elephant from a passing circus reaching his trunk through a car window in search of food, eating the driver’s lunch, and smashing the windscreen in the process (1934) > A delivery van that crashed into a ditch due to the panic caused by a mouse running up the driver’s trouser leg (1954) > A car that crashed after a cat leapt onto the driver’s head. “This action and the cat’s claws digging into my head, made me lose control of the car and I collided with a lamppost” (1954). And overseas, a lion crawled into the back seat of a car for a sleep, then proceeded to rip apart the interior when the claimant drove off and woke the lion (1955).

MOTORING MARITAL STRIFE

It also seems the freedom granted by the dawn of widespread car ownership led to some tricky situations between the sexes. Mothers-in-law in particular are mentioned on numerous claims including one claimant who, when asked about the purpose the car was being used for at the time of the accident, said: “collecting my mother-in-law to stay with us… which perhaps should not come under the heading of pleasure purposes” (1966), and another saying “For pleasure. Attending

mother-in-law’s funeral.” (1956) However beware a woman scorned, as one wife cancelled her husband’s claim, leaving him to foot the whole bill, when she realised that the two witnesses to his accident were women he had met that day in Eastbourne. “In so far as he had not satisfactorily explained to me how he happened to be entertaining two strange young ladies on the Sussex Downs at 10:30pm, I am not troubling to claim.” (1932)

BYGONE DAYS

As cars became more affordable and common, it was not just animals who struggled to cope with the novelty of widespread car ownership. One driver cancelled his insurance in 1955 after his first foray in to motoring ended in disaster saying poetically: “the tortured metal of the engine…has scattered itself broadside about the roads of Buxton. In view of this I am retiring disillusioned from the field of modern mechanics and returning to the faithful friend of man, the horse with four legs.” In another claim, a car in Scotland was damaged by a tide of neeps (turnips) after a farmer loaded a trailer with the vegetables at the top of a sloping field. The trailer bounced down the field, jumped a low wall and crashed into the front of the car. Drawing a sketch on the claim form to illustrate the incident, the claimant went so far as to indicate which turnip in particular did the damage. (1965) The lack of familiarity with the car also had a dangerous side, with one injury claim from a man who had “struck a match to endeavour to discover a petrol leak.” (1938) Rob Townend, director of motor claims at Aviva, said “The motor industry has undergone a huge change in the past century, from a time when owning a car was the preserve of the very rich and seeing one would be a rarity, to the modern day where there is almost one car for every two people. While there were fewer cars on the road back then, fewer road laws and less experienced drivers meant the chances of being involved in an accident were much higher. These historic claims really illustrate what a steep learning curve both drivers and pedestrians faced. “Despite being less prevalent, accidents with other drivers are still the most common motor insurance claims, so whether it’s for a ram butting your vehicle or a bump in a car park, it pays to make sure you have the right cover in place.” Aviva’s archive also reveals that among those insured were King George V, US presidents Kennedy and Eisenhower and Hollywood actress Merle Oberon. It also insured the original Chitty Chitty Bang Bang car from the 1968 film.  OCTOBER 2012 | 11


NETWORK NEWS

WHERE SHOULD THE VEHICLE COLLISION REPAIR BUSINESS EDUCATION PROGRAMMES BE HEADING? AUTO INDUSTRY INSIDER IS CALLING FOR A MAJOR OVERHAUL OF THE LEARNING AND DEVELOPMENT LANDSCAPE WITHIN THE GLOBAL COLLISION REPAIR BUSINESS.

I by Andrew Marsh Auto Industry Insider*

“Providing everyone with the knowledge tools to enable understanding of engineering principles would boost personal confidence and make decision making both faster as well as more accurate.”

n 2007 the UK was the envy of worldwide collision repair industry as it led the world in pioneering both an industry standard and sector specific skills tests typified by the IMI Automotive Technician Accreditation (ATA) for all trades. Yet five years on, the sector appears no closer now to its dream of up-skilling an entire workforce even less inspiring the next generation of collision repair technicians than it was in those exciting days of 2007. In fact it seems to have driven itself into a cul-de-sac with a confusing mix of quality skills tests with little or no under-pinning knowledge (ATA/VDA) and NVQ’s which are not tested, to simply fulfil compliancy rules.

the vehicle damage assessors, and have come away with some stark conclusions. The immense achievement of the IMI and other organizations such as the IAEA should not be discounted. However, we suggest, is time to consider how to move the widely held view that ATA is a qualification, and to get to grips with a much bigger issue – education.

Up-skilling is nowhere to be seen.

> Meanwhile the engineering communities of vehicle manufacturers prepare ever increasing levels of technology for purchase by the public year in, year out.

All the while, the issues that drew so many to support the incentives, continue apace as vehicles, materials, technology and manufactures march on with alacrity not waiting for the global repair industry to play catch-up. In the UK the IMI and others have made amazing strides. They are to be commended. Exceptional achievements have been made in the number of individuals achieving ATA. Yet the test is just that; a test. It is not a qualification and there is no under-pinning knowledge transfer sessions leading up to it. Some will point to ATA-type “courses”. In reality these are intended to coach and prepare candidates ahead of the test. They are not education or learning. Working with a number of UK repairer and insurer customers Auto Industry insider has had an opportunity to get up and personal with

12 | INFOFIX UK

Our rationale for this? > The current approach encourages a static learning rate, which is reactively modified as new technologies appear to become ‘problematic’.

> The path between learning on the part of the collision repair business and the product technology they work with is more divergent than ever before. Providing everyone with the knowledge tools to enable understanding of engineering principles would boost personal confidence and make decision making both faster as well as more accurate. The collision repair business is no different to others – aerospace had to do the same thing over the past 50 years as aircraft technology advanced, whilst the building electrician role has come to include almost as much electronics as electrical knowledge. Time to stop the divergence, and make the collision repair business community as dynamic as the vehicles they work with.  *Andrew Marsh is a guest speaker at this month’s Fix Auto National Conference


NETWORK NEWS

MARKETING UPDATE A

Tom Hadfield reports

lthough a good proportion of my first month with Fix Auto has been spent understanding the business and its systems, people and processes, I’ve had the opportunity to put the wheels in motion by piloting some initiatives with a small number of individual network partners. Conducting pilot tests allows us to prove the concepts through real-life Fix Auto shops, which then creates a blueprint and roll-out across the network when the test prove successful. I’ll provide a more detailed update on day two of the National Conference so I want to keep my powder dry, but just to give you a flavour of some of the areas we’re testing: > Facebook – creating a network of fans; getting customers to talk about and recommend your business; reaching people with your brand > Google Places – getting your business in Google’s directory and onto page 1 of search engine rankings

> Google Adwords – generating business through paid search engine advertising > Search engine optimisation – generating business for free by including keywords in website content > Website content development – including special offers, manufacturer approvals, data capture > E-marketing and telemarketing – communicating with previous customers > External signage – generating business from walk-in customers > Upselling – selling more to existing customers I hope you agree that these are fresh and exciting initiatives worthy of consideration as part of a cost-effective retail strategy!  OCTOBER 2012 | 13


CHAIRMAN’S CHAT

CHAIRMAN’S CHAT DUCKLING TO SWAN IN TWO YEARS

I by Robert Hadfield Non-Executive Chairman of Fix Auto U.K.

14 | INFOFIX UK

n the two+ years I’ve been with Fix Auto, I’ve seen our national meeting grow from a simple, rather introvert gathering to a full-blown event that competes with the best in our industry, anywhere in the world. That’s testimony to the vision that our investors had in the UK market and it’s also a credit to the early franchisees who bought into that vision and who had the tenacity to stick with the concept through lean times.

I said last year that our Belfry conference would take some beating, but Ian Pugh and his team have pulled out all the stops to ensure that this year will be even bigger and better. I hope to see you all at Chesford Grange on the 2nd and 3rd of October for what I know will be a landmark event. EVENT REMINDER Chesford Grange, 2nd and 3rd of October


CHAIRMAN’S CHAT

ONE PAGE RETURN ON ­ INVESTMENT

QUOTE T OF THE MONTH

“After spending time with Tom, we are even more excited to have him join the ­Advantage ­family and we look ­forward to strengthening our value ­proposition to our clients and customers ­globally.”

alking of the Fix Auto Conference, this year we are privileged to have Verne Harnish as a keynote speaker. Verne is founder and CEO of Gazelles, a global executive education and coaching company. He has spent the past 30 years educating entrepreneurial teams. Verne is also the author of best seller, Mastering the Rockefeller Habits, which is endorsed by over 100 CEOs including our own Bob Kirstiuk and Tim Scharnberg. Bob and Tim have introduced many of Verne’s tools and techniques into their Fix Auto and Advantage businesses with great success. Those who have read Mastering the Rockefeller Habits will know that Verne promotes the use of a one page strategic plan to act as an anchor for any business. Taking what we’ve already delivered through our own strategic plan and turning it into a one page marketing agenda, I thought this would serve as a reminder of the benefits Fix Auto brings to every franchisee’s business as part of their investment:

“BOB AND TIM HAVE INTRODUCED MANY OF VERNE’S TOOLS AND TECHNIQUES INTO THEIR FIX AUTO AND ADVANTAGE BUSINESSES WITH GREAT SUCCESS.” > Nationally fully branded structure, service and accountability – local delivery and focus: including signage, branding, reception layout, e-mail addresses, stationery, point of sale material, advertising material and business cards

Founder & Exec VP, Advantage DS commenting on Tom Hadfield’s recent appointment as marketing manager of Fix Auto UK / Advantage UK.

> Lifetime guarantee on all repairs > Complaint resolution and arbitration process > Reduced repair cycle times > Total loss avoidance programme

> Representation at Claims Director level with insurance and accident management partners > Access to the Fix Auto retail marketing programme

> Central procurement initiative including parts > Repair, re-use, recycle programme to reduce waste

> Single point of contact for entire network

> Four Regional Meetings and one National Conference per annum

> Dedicated Regional Operations management

> Best practice sharing

> Reduced total claims costs directly impacting insurers’ combined operating ratios

> Monthly InfoFix magazine

> Self-managing, training and auditing network; dedicated Training Academy

Tim Scharnberg,

Verne is the author of best seller, Mastering the Rockefeller Habits, which is endorsed by over 100 CEOs including our own Bob Kirstiuk and Tim Scharnberg

Quite a powerful marketing agenda that’s growing all the time. 

> Mobile repairs partner – AutoRestore® > Fully branded, customisable website > Real time data - parts, paint and labour > Network view of all claims in real time (insurers and policyholders) > Fully automated Customer Satisfaction Index – backed by Net Promoter Score (NPS) > First Notification of Loss – “warm handover” call centre for policyholders OCTOBER 2012 | 15


CHAIRMAN’S CHAT

PAS125/ATA DATA POWER TRAINING – RE-CERTIFICATION OF TECHNICIANS

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D ’m grateful to Michelle Walker of Fix Auto Rochdale for the following note about re-certification of technicians PAS125/ATA: Dear Robert I thought that you might like to raise the

“ALL THEY HAVE TO DO TO QUALIFY IS ENSURE THAT THEIR TECHNICIAN IS BOOKED ON THE RE-CERTIFICATION COURSE BEFORE THE EXPIRY DATE OF THEIR CURRENT CERTIFICATE.” Network’s awareness of the recent PAS125/ ATA Training info that I received from our training providers when rebooking 2 of our technicians. At the moment if anyone has any ATA qualified staff or Level 3 NVQ Technicians whose qualifications are due to expire in the next 3 months they can qualify for a reduced course fee and the technicians only have to sit certain elements of the certificate and not the full assessment again. All they have to do to qualify is ensure that their technician is booked on the recertification course before the expiry date of their current certificate. This has a number of benefits, firstly a reduction in the initial outlay of the recertification cost, secondly not having our technicians off site for as many days and thirdly the technicians are more inclined to re sit the qualification knowing that it isn’t as in-depth as the original course. I just thought that it might be worth mentioning in-case it wasn’t something that was common knowledge at the moment. Best Regards Michelle Thanks for sharing your money-saving tip with the network, Michelle.  16 | INFOFIX UK

ata is changing the world around us. We live in a world that’s increasingly data-rich. When used responsibly, real-time monitoring and targeting techniques empower businesses and customers to enable them to relate transparently to each other. Data also drives predictability, which in an age of constant change provides solid foundations from which to move forward. Much of the body repair industry suffers from a distinct lack of quality data which inhibits the ability to quickly respond and improve. Multiple sources of information can also hamper the ability to benchmark, compare and contrast performance. Something that’s really puzzled me over the years is how bodyshop stats have been combined together in meaningless, unscientific way to justify various standpoints – be it by customer or by repairer. To overcome this over the years I tried - and failed - many times to instigate the use of inter-firm comparisons within bodyshops only to see them fall over because of poor quality data input and a lack of discipline to enforce

database updates. IFCs quickly became worthless. Just over two years ago, Fix Auto UK took the bold and unprecedented step of requiring franchisees to operate under a single bodyshop management platform and devise our own KPI Dashboard that allows performance to be properly benchmarked and then justified. Today we have at our disposal relevant and consistent management information supported by ongoing coaching delivering best practice across the entire network. We have the best of both worlds for insurers – a consistent national one stop shop underpinned by shared non-productive resource and, most important, local delivery of services via highly motivated owner-drivers. No other UK bodyshop network currently offers this. As a consequence, we’re now able to have grown up discussions with customers and suppliers knowing that we have a solid and transparent platform. It represents a new era of commercial possibilities for Fix Auto UK. 

LAST LINES > The Ageas Solution Centre Conference will be held at the Ageas Bowl, Southampton on 14 November 2012. Look out for your invitation if you are a Solution Centre. > Direct Line is set to join the stock market. RBS is being forced to sell Direct Line, owner of the Churchill, Privilege and Green Flag brands, as a condition of taking state aid in 2008. > Google has launched www.beatthatquote.com a price comparison service for car insurance in the UK. > RSA has confirmed that it is pulling out of the motor trade (not motor insurance) market, and will stop writing new business with immediate effect. RSA will not be renewing existing policies after 1 November 2012. > Hastings Direct has revealed plans to create 200 new jobs over the coming 12 months as it targets an extra three million customers by 2020. 

EVENT REMINDER The Ageas Solution Centre Conference Ageas Bowl, Southampton, 14 November 2012


CHAIRMAN’S CHAT

PREMIER LEAGUE STATUS = RESPONSIBILITY

WORKING TOGETHER

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om Hadfield’s recent note to franchisees about contributions to industry forums was a timely reminder to everyone, including me, that the eyes of the industry – customers, prospective franchisees and rivals – are now firmly on Fix Auto. As the UK’s largest fully branded bodyshop network, we have a duty to behave responsibly both as individuals and as a collective particularly, when handling or discussing confidential data and information. As Tom said in his note, it’s an incredibly tough and competitive market that we operate in and competitor networks (and others) may use whatever angle possible to gain an advantage over us.

FIX AUTO UK

WO RK I N G TO G E T H ER

“AS THE UK’S LARGEST FULLY BRANDED BODYSHOP NETWORK, WE HAVE A DUTY TO BEHAVE RESPONSIBLY BOTH AS ­INDIVIDUALS AND AS A COLLECTIVE”

Winter 2012 THE BODY SHOP NETWORK

FIXAUTO.COM

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While we now have Premier League status, we can’t afford the commercial luxury of behaving like Premier League prima donna players. Please therefore be vigilant and mindful of what you say and do at all times! 

he latest edition of the Fix Auto directory, “Working Together” is now available and how impressive it looks! With more shops, new images and more information, “Working Together” gathers together the cream of the UK body repair industry in a useful handbook. Working Together is mailed by Fix Auto UK to key claims personnel at insurers, accident managers and fleets; it’s the ultimate Fix Auto calling card. Make sure you use your copy to promote the Fix Auto brand, too! 

FIX AUTO CHRISTMAS CRACKUP

LET’S GO VIRAL

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take full responsibility for the deliberate mistake in last month’s InfoFix relating to the Fix Auto Christmas party. It would have been extremely helpful if, in addition to the hype surrounding the event, I’d provided the date! To help try to rectify this embarrassing faux pas, please note the following details INCLUDING DATE:

Event > Fix Auto Christmas Party Date > 8 December 2012 Venue > Chesford Grange Hotel, Kenilworth, Nr Warwick, CV8 2LD Bookings / further details > Melissa Markham at mmarkham@fixauto.com Sorry!!! 

T

here’s so much happening around Fix Auto that InfoFix is getting bigger and bigger. Our newsletter is being e-mailed to insurers, work providers, key suppliers and not least, potential franchisees to keep everyone updated about our outstanding progress so please make sure you send in your news stories every month for publication. Also, to get our messages to the widest possible audience, please e-mail every issue of InfoFix to your primary customers and contacts – 70 (franchisees) x 100 (primary contacts) = 7,000 distribution. Very powerful.  OCTOBER 2012 | 17


E N V I R O N M E N TA L M I S S I O N CARS ARE IN OUR NATURE

At Fix Auto, we do more than respect nature – we do ever y thing we can to preser ve it. Ever since 1994, we have followed the path of environmental protection by making environmental responsibility par t of our code of ethics. Our goals? Integrate environmental conser vation into our relations with our suppliers, design our activities to respect the vehicle’s life cycle and adapt the organization to sustainable development. These concerns are translated into concrete actions, par ticularly the use of green par ts, waste recover y, recycling of raw materials, responsible shops and environmental paint. All the stakeholders have integrated these responsible actions into their methods. We have obtained large-scale results due to the scope of our network!

DRIVING OUR COMMITMENT:

THE

3Rs

18 | INFOFIX UK

REDUCE REUSE RECYCLE

Three steps that bring us closer to our goal to preserve resources for future generations. At Fix Auto, we believe it’s essential to consume fewer products and reuse them better. That’s why we’ve put several measures in place to reduce, reuse and recycle in our shops and offices!


CONTACTS

CONTACT US HEAD OFFICE – UNITED KINGDOM Carr House, 8 Hawley Road Hinckley, Leicestershire LE10 0PR T. ( 0 ) . 1 4 5 5 . 2 3 4 . 3 5 4

FIX AUTO MANAGEMENT TEAM NAME

TELEPHONE

FIX AUTO E-MAIL

Managing Director

Ian Pugh

07557 160536

ipugh@fixauto.com

Non-executive Chair

Robert Hadfield

07712 779727

rhadfield@fixauto.com

Business Development Manager

Dominic Napier

07920 802195

dnapier@fixauto.com

Operations Director

David Calder

07973 892424

dcalder@fixauto.com

Brand and Operations Integration Manager

David Owen

07816 757716

dowen@fixauto.com

Operations Manager England and Wales

Jim Thomas

07584 515147

jthomas@fixauto.com

Administration

Amber Clark

01455 234354

aclark@fixauto.com

Northern Regional Operations Manager

Andy Higgs

07557 283888

ahiggs@fixauto.com

Marketing Manager

Tom Hadfield

07968 128983

thadfield@fixauto.com

Client Relationship Manager

Gary Churcher

07557 283890

gchurcher@fixauto.com OCTOBER 2012 | 19


CONTACTS

FRANCHISEES MAIN CONTACT

TELEPHONE

FIX AUTO E-MAIL

BARNSLEY

Roger Mitchell

01226 287474

barnsley@fixauto.com

BEDFORD EAST

Carms Coladangelo

01234 266881

bedfordeast@fixauto.com

BIRMINGHAM EAST

Ben Healey

0121 779 6971

birminghameast@fixauto.com

BIRMINGHAM NORTH

Parwinder Dhutty

0121 3561722

birminghamnorth@fixauto.com

BLACKBURN

Peter Weddle

01254 277100

blackburn@fixauto.com

BODMIN

Adrian Osborne

01208 77177

bodmin@fixauto.com

BRADFORD SOUTH

Stephen Smith

01274 725110

bradfordsouth@fixauto.com

BRIGHTON

Simon Frost

01273 494884

brighton@fixauto.com

BRISTOL WEST

Martin O'Donnell

0117 9825900

bristolwest@fixauto.com

BROXBOURNE

John Isolda

01992 471155

broxbourne@fixauto.com

BUCKINGHAM

Richard Taylor

01280 822671

buckingham@fixauto.com

CARDIFF SOUTH

Stephen Peart

02920 375980

cardiffsouth@fixauto.com

CHIPPENHAM

Chris Pomroy

01249 447575

chippenham@fixauto.com

CROYDON

Bob Regester

0208 680 4401

croydon@fixauto.com

DAGENHAM

Chris Oliver

020 8592 6111

dagenham@fixauto.com

DURHAM

Ian Smith

0191 385 2938

durham@fixauto.com

GLASGOW NORTH

Michael McLaren

0141 336 1212

glasgownorth@fixauto.com

GLASTONBURY

Matthew Ruddle

01458 834856

glastonbury@fixauto.com

HALSTEAD

Glenn Cass

01787 473039

halstead@fixauto.com

HENLEY-ON-THAMES

James Butler

01491 574705

henleyonthames@fixauto.com

HEREFORD

Mike Cavanagh

01432 265200

hereford@fixauto.com

HIGH WYCOMBE

Grant Ealey

01494 450088

highwycombe@fixauto.com

HUNTINGDON

Phillip Whittaker

01487 811700

huntingdon@fixauto.com

ISLEWORTH

Andrew Dowsett

0208 847 1675

isleworth@fixauto.com

KEIGHLEY

Sam Smith

01535 632722

keighley@fixauto.com

KETTERING

Kevin Brigstock

01536 485238

kettering@fixauto.com

LEEDS NORTH

Stephen Stewart

01132 800515

leedsnorth@fixauto.com

LOUGHBOROUGH

Paul Smith

01509 230075

loughborough@fixauto.com

MANCHESTER CENTRAL

Neil Stockton

0161 737 1100

manchestercentral@fixauto.com

MANCHESTER EAST

Brian Kerrison

0161 624 1904

manchestereast@fixauto.com

MARKET DRAYTON

Mark Stevens

01630 695910

marketdrayton@fixauto.com

20 | INFOFIX UK


CONTACTS

MAIN CONTACT

TELEPHONE

FIX AUTO E-MAIL

MID DEVON

Louise Woolacott

01363 772066

middevon@fixauto.com

NEWPORT

Stephen Peart

02920 375980

newport@fixauto.com

NORTH STAFFORDSHIRE

Mick Whitehead

01538 385613

northstaffordshire@fixauto.com

NORTHALLERTON

Simon Bailes

01609 779888

northallerton@fixauto.com

NOTTINGHAM

Carl Flint

01159 835710

nottingham@fixauto.com

OSWESTRY WELSH BORDERS

Robin Hitch

01691 830793

oswestry@fixauto.com

PARK ROYAL

Tina Bolding

0208 961 8961

parkroyal@fixauto.com

PENZANCE

Stuart Cameron

01736 741004

penzance@fixauto.com

PETERBOROUGH

Phillip Whittaker

01733 561870

peterboroughuk@fixauto.com

PETERSFIELD

James Poste

01730 892225

petersfield@fixauto.com

READING NORTH

George May

01491 574255

readingnorth@fixauto.com

ROCHDALE

Phil Ewbank

01706 717000

rochdale@fixauto.com

ROCHESTER

Robert Dearnaley

01634 253211

rochester@fixauto.com

RUISLIP

Dave Smith

01895 637522

ruislip@fixauto.com

SETTLE

Tony Wright

01729 823333

settle@fixauto.com

SKEGNESS

Joe Chapman

01754 765888

skegness@fixauto.com

SLOUGH

Ranjit Gill

01753 694134

slough@fixauto.com

SPALDING

Phillip Whittaker

01775 722789

spalding@fixauto.com

STEVENAGE

Terry Gilbert

01438 720720

stevenage@fixauto.com

STOKE ON TRENT

Mick Whitehead

01782 315242

stokeontrent@fixauto.com

SUTTON IN ASHFIELD

Steve Cook

01623 555512

suttoninashfield@fixauto.com

SWANSEA EAST

Dale Peart

01792 533307

swanseaeast@fixauto.com

SWINDON

Barry Adams

01793 433246

swindon@fixauto.com

UCKFIELD

David Hare

01825 764297

uckfield@fixauto.com

WELLINGBOROUGH

Kevin Gardiner

01933 229062

wellingborough@fixauto.com

WEST HAMPSTEAD

Matthew Wright

02073 722222

westhampstead@fixauto.com

WEST KENSINGTON

Hemal Amin

02073 813338

westkensington@fixauto.com

WESTON-SUPER-MARE

Tony Atkins

01934 410110

westonsupermare@fixauto.com

WHITSTABLE

Robert Dearnaley

01227 285400

whitstable@fixauto.com

YEOVIL

Andrew Symms

01935 425653

yeovil@fixauto.com

OCTOBER 2012 | 21


DIARY DATES

DIARY DATES INFOFIX DIARY DATES OCTOBER 2012 2-3 23

Fix Auto UK National Conference, Chesford Grange, Kenilworth. ABP Club Convention & Night of Knights Award Ceremony, Sponsored by Audatex UK, Hinckley Island Hotel, Leicestershire

NOVEMBER 2012 13

North East and North West Regional Meeting

14

Midlands and East Regional Meeting

20

South East Regional Meeting

21

South West and West Regional Meeting

DECEMBER 2012 8

Fix Auto Christmas Party, Chesford Grange Hotel, Kenilworth

22 | INFOFIX UK


THINK YOU KNOW EVERYTHING ABOUT FIX AUTO UK? > PRODUCTIVITY EFFICIENCY INCREASED BY 22.8% > AVERAGE REPAIR COST REDUCED BY 5.8% > PARTS / LABOUR RATIO REDUCED BY 41.9% > GROSS PROFIT ENHANCEMENT OF 8.2%

WORKING TOGETHER DOES DELIVER RESULTS!

IF YOU ARE INTERESTED IN LEARNING MORE PLEASE CALL DOM NAPIER ON 07920 802195


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