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Issue 2 June 2013

Are you all set for the Summer ?


Our second edition of the new look Crash Mag.

Welcome to the second edition of the new look ‘Collision Solutions Crash Newsletter,’ which we now refer to it as ’Crash Mag’ and as you can see we have news, articles, offers and guest writers. Although shorter than the last issue, the good news is that starting in September we shall be doing a monthly issue Yet another quarter has gone by with so much happening within the industry at the moment and from the feedback that I am still getting from many bodyshops, things are still quiet all round at the moment so we hope you find our ‘Summer Tips’ marketing article useful. Continuing on a positive note, Collision Solutions has once again achieved an overall 99% Excellent feedback rating on customer service standards from our end users. With the results now in for our survey that we sent out to bodyshops to see what you think of us we have shared some of the results with you on page…... As our March offer was so popular we are running it again for July and August where you can win an i-Pad. If you would like your Bodyshop to feature in the next issue then please get in contact with me at jimcullen@collisionsolutions.co.uk Enjoy your read! Jim Cullen, Collision Solutions Ltd.

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SUMMER INSANITY OFFER BACK DUE TO POPULAR DEMAND

Our

iPad Offer

Just send Collision Solutions

5

Un-Roadworthy Jobs in JULY & AUGUST COMBINED and get rewarded with an iPad

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60 SECOND INTERVIEW We thought that it was about time that you met some of the team and rather than the usual boring blurb, we thought that we would do a 60 Second Interview this month with our youngest and newest member of staff..

NAME:

Brittany Lloyd

POSITION: Apprentice LENGTH OF SERVICE: 3 Months DREAM CAR: Fiat 500 - Pink FAVOURITE HOLIDAY DESTINATION:

Somewhere hot!

FAVOURITE TV PROGRAMME: The Only Way is Essex FAVOURITE DRINK: Milk FAVOURITE FOOD:

Chicken Curry

FAVOURITE PART OF THE JOB: Having a laugh and getting on with both the Collision Team and the clients LEAST FAVOURITE PART OF THE JOB:

Getting confused

PET HATES: Feet, Nail Biting.

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NUTS & BOLTS DID YOU KNOW? That over 90% of Collisions fleet of vehicles is less than six months old with more new vehicles due in on the 1st March. Vehicle recently added to the fleet is the new Range Rover Vogue 'Red', the New 2013 Ford Ranger crewcab pickup. We have all major makes of cars to suit all needs to offer the client a flawless transition back to the road. Competition Commission That as part of its investigation into private motor insurance, the Competition Commission (CC) issued a notice stating its intention to engage a company to carry out inspections of vehicles which have been involved in accidents and repaired, they have now engaged MSX International Limited to carry out the inspections. Motorexpo - UK's largest FREE motor show, opened this week at London's Canary Wharf. The show runs until Sun 16 June.

How not to drive your Caravan in France! http://www.youtube.com/watch?v=HH_cDyMv4zI

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Do you want to buy a bike? Watching Lord Sugar’s wannabe apprentices on Tuesday night, attempting to sell stuff at the Caravan Show at the NEC, this “sales pitch” by one of the budding entrepreneurs brought back memories of basic sales training courses in the dim, distant past. The potential customer’s response was, predictably, “No, thanks”. End of conversation. So HOW might she have phrased the question? WHY did she get a conversation-closing response? WHAT did she do wrong? WHO was the decision maker? WHERE did the prospect come from? WHEN should sales people use OPEN questions? (Hint: The answers are hidden in the questions!) If you get chance then do watch it on BBC i-player as many a lesson will be learnt on ‘How not to Sell’. http://www.bbc.co.uk/iplayer/episode/b02x9vg7/The_Apprentice_Series_9_Caravans/

HOLD THE DATE 20 September 2013

-

Bodyshop Event 2013 Birmingham Metropole Hilton

22nd October 2013

ABP Club Convention & Night of Knights. Hinckley Island Hotel, Leics.

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Do YOU need to attract MORE business? In this day and age customers no longer ‘just walk’ though the door and it gets harder to attract customers to your business regardless of whether you are a small local/regional company or a large national. The only difference is the budget between the large national and small business. However with a little vision and effort the smaller business can achieve an awful lot even with a small budget. Media Angelus have launched a range of Small Business Marketing Assessment packs, where for a small fee they will visit your company, look at your current methods of attracting customers and give you a report along with ideas on how you can attract more business within your budget. The more comprehensive pack includes sample letters, press contacts and the production of a quarterly newsletter for you to either email out or have ready to take to your printers. NEED HELP - THEN GIVE THEM A CALL!

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Marketing to the Private Sector.

In the last issue of Crash! we discussed ways of tackling the fleet market, an important sector, since there are around 3 million companyowned vehicles on the road in the UK, and approximately 5 million privately owned vehicles used on company business. Many of these vehicles will cover higher than average mileage and therefore spend more time on the road “exposed” to possible accidents. We should not forget though that the 3 million company-owned vehicles represent less than ten percent of the total number registered in the UK, and that the overwhelming majority of non-company vehicles will be private cars. Promoting the bodyshop to the fleet/business market is a fairly straightforward process (as outlined in the last Crash! issue), and results can be easily assessed. This is not the case with retail customers, as targeted marketing campaigns would not be productive. Many repairers, therefore, are content to take a passive approach and rely on insurers to direct work to them. This comes at a cost, however. Labour rates remain low by motor industry standards and the cost of conforming to insurer requirements is high. So what can be done to market bodyshop services to the retail sector? Clearly, a focused campaign, aimed at owners is fine for fleets but unworkable for the private sector – there are simply too many of them! The first and most obvious task is to raise awareness. This can be achieved through the usual media – local advertising, Yellow Pages, internet and so on, taking into account any local features which might be helpful; for example bodyshops near a busy commuter station may want to put an advertising board on the station platform. Bearing in mind that most private owners are totally unaware of their right to have their car repaired by a bodyshop of their choice, the message should always emphasise LOCAL service, ALL insurance work, etc., as well as quality repairs, warranty maintenance and any other benefits offered, such as like-for-like replacement vehicles, dent repairs and other cosmetic work. Issue 1 Quarter 1 Crash

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Bodyshops attached to franchised dealerships have additional opportunities to promote their business, some obvious, some less so: They should ensure that their bodyshop facilities are included with all promotional material.  Dealership vehicles, e.g. parts vans should advertise the bodyshop – van advertising, from a retail point of view, is probably more beneficial to the bodyshop than it is to the Parts Department!  New/used car sales packs should contain details of the bodyshop and a phone number, in the event of an accident.  Ensure that there is always a good supply of bodyshop promotional material in the Service reception area.  When customers’ cars are serviced, why not provide an estimate for any minor repairs/touch ups? Switched-on service advisors are already doing this for tyres, etc., and passing leads to sales staff when customers are considering changing their car. They are usually quite comfortable with up-selling, in return for a modest reward.  If the dealership operates some form of loyalty scheme, it should include some bodyshop offers.  Local sponsorship or co-sponsorship, perhaps servicing and maintaining the local school or youth club minibus in return for some sign writing. Get a Facebook and Twitter account if you don’t have one already and remember to post daily with news, offers, customer testimonials any other information you want to get out to your potential retail clients. 

Whilst car sales are on the up again, there is still the need to increase overall dealer revenue at any opportunity. Dealership bodyshop departments are sometimes regarded as “necessary evils” and there is often scope for better utilisation. And, of course, more bodyshop business means more parts sales! Measuring the cost effectiveness of general marketing campaigns has always been a thorny issue. It is easy to assess the result of direct sales activity, mailing campaigns or customer loyalty schemes, however this is not the case with general advertising. It is important, therefore, that repair centre receptionists/estimators (a) ask walk-in customers where they heard about the repair centre and (b) record the answers, so that the results can be analysed periodically and decisions taken as to which methods are the most - and least - cost-effective.

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Bodyshop Survey e recently conducted a survey asking what was important to you when choosing an Accident Management company and also how you rated not only Collision Solutions but your next choice when it comes to service. We would like to thank those of you who took part in the survey and thought that you might like to see some of the results. We will publish the complete results during July. 183 Bodyshops took part in the confidential survey sent out by Media Angelus and the results will allow us to not only improve our services to you but also look at what is important to you and work with you to achieve your goals as well as ours. Very Quite Neither Fairly Important Important Important or Unimportant Unimportant

Unimportant

Vehicle Choice

31.25%

43.75%

21.88%

0%

3.13%

Service

96.88%

3.13%

0%

0%

0%

Commission 21.88%

50%

25%

3.13%

0%

Labour Rate 59.38%

37.50%

3.13%

0%

0%

24/7 Response

37.50%

12.50%

0%

0%

Assigned a 43.75% Personal Claims Advisor Visits from 28.13% Account Rep

40.63%

15.63%

0%

0%

34.38%

25%

12.50%

0%

Payment Terms

18.75%

0%

0%

0%

Q1. Please rate each of the following on how important they are to you when choosing an Accident Assistance Company

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50%

81.25%

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Q3. How you rate the service you get from the first Accident Assistance Company that you wrote down in the previous question.. Average Poor

Very Poor

Service

Excellent Very Good Good 38.46% 53.85% 7.69%

0%

0%

0%

24/7 Operation

38.46%

30.77% 7.69%

23.08% 0%

0%

Labour Rate

46.15%

30.77% 23.08%

0%

0%

0%

Payment Terms

30.77%

38.46% 15.38%

15.38% 0%

0%

Commission

15.38%

23.08% 30.77%

23.08% 7.69%

0%

Account Management

23.08%

38.46% 23.08%

7.69%

0%

Communication

30.77%

30.77% 23.08%

15.38% 0%

0%

Quality of Referrals sent to you

23.08%

23.08% 15.38%

15.38% 7.69%

15.38%

7.69%

Accident Companies listed by the respondents who use more than one company Kindertons

Europa Conultants Ltd

Direct Accident

Winn

ACH Bristol

Accident Exchange Ltd

Accidents Happen

Easi Drive

Principle Claims

Auto Indemnity

RTA

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WHAT A GREAT IDEA Luscombe Suzuki Leeds celebrated its awards successes in 2012 by buying each of its customers since 2010 a lottery ticket. One customer scooped a little more than a few pounds. Patricia Carruthers matched five numbers and won ÂŁ1,666. Now I am not suggesting that you should rush out and buy a ticket for all your past and present customers, however for the small outlay of ÂŁ2 a ticket, why not buy tickets for all your customers who are collecting their cars from your service department or bodyshop that week. It is a great way of saying thank you to your customers and just maybe they will spread the word to friends and family, especially if they win!

F1 CALENDAR - 2013 Jun 30 Jul 7 Jul 28 Aug 25 Sep 8 Sep 22 Oct 6 Oct 13 Oct 27 Nov 3 Nov 17 Nov 24

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British Grand Prix 13:00 German Grand Prix 13:00 Hungarian Grand Prix 13:00 Belgian Grand Prix 13:00 Italian Grand Prix 13:00 Singapore Grand Prix 13:00 Korean Grand Prix 07:00 Japanese Grand Prix 07:00 Indian Grand Prix 09:30 Abu Dhabi Grand Prix 13:00 United States Grand Prix 19:00 Brazilian Grand Prix 16:00

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TIPS FOR MAKING MORE PROFIT THIS SUMMER

The summer holidays are approaching. While some of your customers will be jetting off to sunny climes, others will be driving. Here are a few ideas for things to sell: 1.

Summer pre-holiday checks – tyre pressures, fluid levels, brake wear, etc.

2.

Ask if they have: a) b)

High visibility jackets First Aid kit

And if they’re driving abroad… c) d) e)

Spare bulbs Beam benders Warning triangle

3.

Tyre condition checks. The probability is they will be heavily laden and travelling on motorways.

4.

Air con re-gassing/check

5.

Valet – they will feel much better setting off in a really clean car – inside and out!

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This issue we spotlight…….. BEN HODSON CARS

Ben Hodgson Cars is a family run business which set up in 2003, Beginning with only Bodywork and then going into car sales as well. In 2009 the business had expanded and so we moved to a much larger premise in the village. It was during this move that we also took on a mechanical bay and MOT station. Since then the business has grown bigger, stronger, has a great reputation and excellent customer care. The fact that our rapid growth has been as a direct result from word of mouth recommendations is something which we are very proud of – now with our increased capacity we can offer a comprehensive service including bodywork, MOT's, car sales, servicing and repairs to even more people not just in Dalston, but Carlisle, Penrith, Kendal, Whitehaven, Workington, South Lakes and South West Scotland.

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As part of our services, we offer a complete Accident Management package in conjunction with Collision Solutions and the reason for this is that Collision Solutions are a great benefit not only to us but also to all of our customers because; 

They supply a like for like courtesy car same day for customer.

They also deal with insurance companies which make the process simple for us and our customers.

All of their staff are very polite and helpful and answer any questions you have.

Collision Solutions are a large professional company but also give a personal service.

www.benhodgsoncars.co.uk Ben Hodgson Car Sales Ltd Bridge End, Dalston, Cumbria, CA5 7BH (Just 5 minutes from Junction 42 of the M6) Tel: 01228 710 491 Mob: 07759 229171 Fax: 01228 710300 Email: bhbw@hotmail.co.uk

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Cobra UK & Ireland are an Independent Motor Trade broker that has been established in Altrincham since 1993. With a large organisation behind us, we are able to offer our customers a wide choice of insurance markets using the benefit of the buying power that comes with a large business. We are a well respected and continually expanding independent commercial insurance broker providing bespoke and cost effective insurance solutions for all businesses connected to the motor trade industry. This ensures that all aspects of your business will be covered to give you peace of mind when it comes to your insurance programme. We are proud to say that many of our clients have been with us since we opened up for business and from this we have expanded and shall continue to succeed. Our clients are more than happy to provide references on our service. Our in-house motor trade scheme provides a wide range of added value services for our clients to help control costs and minimise risks more efficiently. We are able to provide access to leading industry service providers such as: ¡

Risk Director - A free online risk management tool for your business.



Motor Insurance Database - Assistance with the regulatory obligations and a dedicated helpline.



ROSPA - Discounts on a wide range of risk management services from the Royal Society of Prevention of Accidents.

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AA - Up to 61% off the AA mechanical breakdown service.

Securikey - Discount rates from the UK's leading company for safes and high security key cabinets

If you want to find out more about how Cobra UK & Ireland can assist you with competitive premiums, exceptional service levels and comprehensive cover, then please contact Daren Bootham 07570 674 697 or Tim Sweeney 07799 876 360 and we would be delighted to offer a free no obligation review of your insurance programme.

PROACTIVE BODYSHOPS ARE CALLING US WHILST CLIENTS ARE WITH THEM RETENTION OF THE CLIENT FOR COLLISION SOLUTIONS IS 60% UP FOR THESE BODYSHOPS AND THEREFORE MORE PROFIT FOR THE BODYSHOP Issue 1 Quarter 1 Crash

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The Children’s Adventure Farm Trust Special Holidays for Special Children “The Children's Adventure Farm Trust is a magical, special place where laughter and happy times are encouraged, friendships blossom, illnesses and sorrows forgotten. A world of caring can make a world of difference.” Collision Solutions is proud to support this very special charity which is based in the Cheshire countryside. They have lots of fun, fund raising events such as Fire Walking, Golf Days, Tandem Sky Dive and much, much more. Why not take a look at their site and see what you and your company fancy taking part in.

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Dewan Industrial Estate York Avenue Helmshore Rossendale Lancashire BB4 4JG

Freephone: 0800 093 8441 Fax: 01706 227773 Email: info@collisionsolutions.co.uk

www.collisionsolutions.co.uk

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