SMTA Auto Insight – Issue 06

ISSUE

06

THOMSON COOPER

Change: The biggest is yet to come

TECH INSIGHT

MEMBER PROFILES:

KIRKCALDY FORD KEITH ROBERTSON CARS

Common faults and repairs The Magazine for Scottish Motor Professionals brought to you by

Incorporating

Supported by

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Why use SMTA QMS? Currently we carry out over 800 QMS surveys per annum! Participation in the QMS programme and adhering to its standards should also substantially reduce the likelihood for DVSA to consider taking disciplinary action against a Vehicle Testing Station.

However, if an incident necessitating this was to occur, then evidence of measures taken by Authorised Examiners to apply standards that exceed DVSA’s minimum standards would be taken into consideration and could lead to a reduction in the severity of any sanction imposed. SMTA members also benefit from free representation and appeals assistance, others will charge you additional costs for this service.

Ask about our QMS service today! E: david.innes@smta.co.uk T: 0778 9264 228

CONTENTS COX AUTOMOTIVE Dealers held back by new car supply

THOMSON COOPER Change: The biggest is yet to come

MEMBER PROFILE Kirkcaldy Ford

MEMBER PROFILE Keith Robertson Cars

SMRC UPDATE Stepping up a gear

TECH INSIGHT Common faults and fixes

WHAT’S IN MY GARAGE? Alister Scott of Adam Purves Galashiels

“COVER STORY” The winner and finalists of our front page photo

WELCOME...

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Cover image by Ania Lesniara.

If you would like to take advantage of advertising in this brand new magazine which reaches all SMTA members and beyond to approximately 5,000 sites across Scotland, or have an article you would like to discuss for publication contact: Wendy Hennessy Email: wendy.hennessy@smta.co.uk For details of all up and coming SMTA events please contact: Karen Thompson, Events & Media Manager Tel: 0131 331 5510 or Email: karen.thompson@smta.co.uk

..to edition six of our SMTA AutoINSIGHT Magazine incorporating Scots Auto Scene. The month of August used to be the “manic month” for those of us who have been involved in the retailing of new cars in years gone by, but now it would appear that every month has a caveat that you could apply to it, stock shortages, consolidation in vehicle manufacturers, shortage of delivery drivers and the demise of one power source with the rise in demand for another all contribute to the perfect cocktail we are currently experiencing in the new car and van market. That is all before we mention the current madness being experienced by all in the used vehicle wholesale and retail sectors. There is no doubt that the “disrupters” are causing some degree of accelerated change to the sector however I remain absolute that in the end our industry will prosper as we have one huge differentiator at play, YOU, this is and always will be a people business, and when things go wrong as the inevitably will do, it is the people we have that the vast majority of the “internet only” brands don’t have (certainly not in the numbers we have or with the levels of experience we have) that will make the difference. Remember today’s consumer can tell the world in seconds about bad service, we must start getting them to promote the consistently good service they are getting from across our membership and have been enjoying for decades!

This magazine is filled with great stories and articles about you our membership and for the very first time our front cover is also created using the work of an employee of one of our members. Taking part in an innovative inter group internal competition, a winning cover shot was selected. Ania Lesniara is a Digital Presentation Executive working with The John Clark Group within their in-house Digital Presentation Team, the winning photograph was chosen for the way that it matched the brief given to them and the use of one of Scotland’s iconic landmarks, well done to all that took part and I hope you enjoy reading more about this in the article within the magazine.

We are broadly seeing our world return to some form of normality however I think we all accept that what we had will never return but we are a whole lot better off than we could have hoped for this time last year as we waited for the vaccine to be developed. The future is exciting and challenging, we are now fully engaged in the process of negotiation for the renewal of the Block Exemption regulations in Brussels and as I am sure you will all be aware there are some tough discussions and presentations to be made on this subject.

Being involved in CECRA and talking directly with the Commission is critical to our business model here in the UK despite us not being part of the EU. I am delighted to confirm that broadly speaking most trade associations across the UK and Europe are in step with the arguments being made and preferred outcomes, time as always will prove the situation one way or another.

With the further easing of anti-COVID measures our sector has yet more reasons to be optimistic for the longer term as consumers continue to gain confidence and return to our workshops for repairs and to change their cars and vans.

Our plans for our major social events continue with pace, our Females in Focus event at the Norton House Hotel in Edinburgh on the 24th of September, sponsored by Central Car Auctions, followed by the SMTA Annual Dinner this year being held at the Glasgow Hilton Hotel on the 28th October, tickets are available for both by contacting wendy.hennessey@smta.co.uk Finally, I wish you all the very best for the months ahead.

Scottish Motor Trade Association Ltd., Palmerston House, 10 The Loan, South Queensferry EH30 9NS SMTA Ltd Tel: 0131 331 5510 | Scotsure MBI Ltd Tel: 0131 331 5512

www.smta.co.uk

Sandy Burgess FIMI Chief Executive, SMTA sandy.burgess@smta.co.uk

SMTA is proud to support:

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MARKET INSIGHT

by Philip Nothard Insight & Strategy Director, Cox Automotive

DEALERS HELD BACK

BY NEW CAR SUPPLY As the world’s largest automotive services organisation, Cox Automotive are committed to helping dealers navigate uncertainty in the wake of COVID-19 by sharing relevant and useful insight into the current market conditions.

Since Philip’s last update, Cox Automotive has released issue 2 of its popular auto insight report, AutoFocus in which they share the latest new and used car market intel. In this feature, Philip discusses the biggest factors impacting the new and used markets.

MATERIAL SHORTAGES CONTINUE TO IMPACT NEW CAR PRODUCTION Even before the UK and many of our European neighbours had started to emerge from lockdown in April, the automotive industry had switched its focus to its next big challenge – how to boost new car production to meet pentup demand while supply chains faltered in the wake of a global pandemic.

In truth, it’s a challenge that is yet to be solved. With manufacturers around the world attempting to mend broken supply chains and source the materials needed to make their cars - all while adjusting to new ways of working global new car supply has dropped

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significantly as a consequence. This has translated to restricted options and lengthy lead times for consumers. And things aren’t expected to get better any time soon. We anticipate supply issues to remain for the remainder of the year, and they certainly won’t be fully resolved until well into 2022. Our recent dealer sentiment survey revealed nearly three-fifths (59%) of dealers agree with our 2022 view.

Material shortages and rising prices are at the heart of production issues.

The world is currently amid a welldocumented global shortage of semiconductors and the price of aluminium and steel has skyrocketed due to increased demand and the complexities of transporting it around the world in the current climate.

Plastics and rubber have also seen reduced production.

Vehicle manufacturers worldwide are working hard to ensure they can continue to meet the demand for their most important models. While car production overall is down, many manufacturers are refocusing the

the overall health of the automotive industry than now. Multiple factors have converged in the wake of the pandemic leading to record demand at almost every price point.

The headlines are all about the parts shortages on new vehicle production and how this is pushing increasing numbers of buyers into the used market, but there are other factors too – from commuters switching away from public transport to those with money to splash after a largely inactive year.

Dealers are enjoying an uplift in activity, their rapid adoption of omnichannel practices have increased the level and quality of enquiries and in certain instances, they’re more profitable thanks to the rising retail prices.

available materials towards their most popular and profitable models for the time being. Consumers now feel the effects of this, with lengthy lead times on orders and fewer options to choose from, and even simplified specs on some derivatives. In some cases, add-ons such as upgraded sound systems or driver-assist options now come with a long wait and even a hefty premium on the price tag.

But while retailers are certainly not exempt from the knock-on effects of the issues manufacturers are facing; they have been invigorated by the removal of the usual manufacturerimposed quarterly and annual sales targets in favour of a more profit and margin focused approach. This is encouraging retailers to be more creative in their sales approach, which stands to benefit consumers.

But this is a double-edged sword.

Auto Trader has reported a 39.1% increase in demand compared to 2019 since showrooms reopened, and retail prices are rising as a result. But while the appetite to spend is undoubtedly welcome, the supply simply isn’t there to cater for current levels. Many fleet users were already extending their agreements to reflect their reduced mileage over the last 18 months, stemming the usually reliable flow of quality used vehicles into the wholesale market.

Manufacturers didn’t register enough of their own vehicles in 2020 to provide a good source or nearly new inventory and lack of business travel and visitors last year has reduced rental volumes into the market. This has now been compounded by the supply chain issues previously mentioned, hindering the volume of inbound used vehicles further still.

DEALERS ARE ADAPTING TO A CHANGING USED CAR MARKET

The impact on the wholesale market is clear to see. This lack of nearly new stock means volumes are lower overall, and those vehicles coming through are typically older and carrying more miles.

Yet at the same time, average prices are rising as dealers compete for what little stock is available.

The used car market has arguably never had a greater influence on

Inevitably this will squeeze dealer margins, particularly if retail prices don’t

rise at the same fast rate as wholesale, and where remedial work is required to bring stock up to retail ready standards.

The dealer network is reacting by reviewing its retail pricing position frequently – daily in many cases - to keep up with the wholesale market, but there’s only so far dealers can go before consumers push back.

It raises the question of how far can used prices rise? The jury is out, but cap hpi is reporting significant numbers of used vehicles with values above the cost of new. The situation is clearly unsustainable so realignments will need to happen at some point.

To navigate the current headwinds, used car dealers are having to lean on all their experience and knowledge, as well as the data that’s available to them.

One consequence of the lack of ex-fleet volume is that dealers are holding onto more part-exchanges to help meet retail demand.

A recent Cox Automotive dealer sentiment survey revealed that 81% of dealers have increased the proportion of part-exchanges they retain for retail.

This is further impacting wholesale supply and driving competition for the stock that’s available. Two-fifths (41%) expect this change to continue even when supply improves, suggesting that some dealers’ habits have changed permanently.

Our survey also revealed that 96% of dealers have changed their stock profile strategy as a direct result of the pandemic and supply constraints.

Dealers are adapting their stock profiles, whether that’s by increasing the age and mileage of the stock they hold, or in some cases stocking brands they wouldn’t normally.

Despite the headwinds, used car dealers are proving to be agile and adaptable in an ever-changing situation. Days in stock for many are as low as 22 days compared to an average of 59.7 and a benchmark of 45 days, highlighting both the level of retail demand and dealers’ ability to meet it at all costs.

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USED EV DEMAND IS GROWING While the sector mainly talks about new EVs in discussions about the road to electrification, we believe it is the used market that holds the key to unlocking mass consumer adoption.

While admittedly still in its infancy, the used EV sector is rapidly maturing and will soon become the dominant retail channel for EVs. In its 6th Carbon Budget, the Committee on Climate Change (CCC) has predicted the battery electric vehicle (BEV) share of the UK used vehicle parc to be 28% by 2030, much more ambitious than the 16% predicted in the SMMT’s recent ‘central scenario’.

Millennials and Gen Z will propel the mass adoption of EVs. Those consumers, driven by a coronavirusinfluenced rejection of ride-sharing and public transportation, are increasingly embracing car ownership and 30% of them say they want to drive an EV. This number will only increase as the technology becomes more affordable.

Predictions that used consumer attitudes towards EVs are changing are confirmed in a recent Auto Trader report. Recent data shows that interest in EVs is climbing with 9.6% of all cars looked at falling into that category, while the number of EVs on Auto Trader has risen five-fold in the past five years. Historically, spikes in activity have been observed when the government makes announcements related to the EV sector, but general interest has clearly risen since the start of 2020.

EV SHARE OF DAILY AD VIEWS The volume of EVs finding new owners is growing significantly, and while the statistics look impressive, we must remember they are from a low base.

But nevertheless, consumer interest is gathering a head of steam, and the number of EVs now available is unrecognisable versus just a few years ago. By definition, the number of EVs reaching the used market is therefore set to grow, albeit in the medium term, the supply issues discussed will stifle this to some degree and this

EV SHARE OF DAILY AD VIEWS

Source: Auto Trader

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could present a risk to future pricing.

The difference between supply and demand is more apparent for premium brands compared to volume brands.

An electric vehicle buyer has different priorities and searching behaviours than typical petrol or diesel vehicle buyers. Generally, buyers looking for an EV have a higher level of researched knowledge before entering the buying process and are less interested in the brand or models they choose, but rather the specification. This is because traditional brand loyalties no longer exist in the same way, which has enabled many brands - some new to quickly grab market share while the market is in its infancy.

VISIT COX AUTOMOTIVE FOR THE LATEST MARKET INSIGHT Take a deeper dive into the key topics discussed in this article and more in our new auto insight report, AutoFocus.

Visit the Cox Automotive Fuel content hub to read the report and keep up to date with our latest market insight and opinion: coxautoinc.eu/fuel

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SMTA CAR STAR AWARDS 2021 SMTA is delighted to confirm we will once again be holding our ‘Community Activity Recognition’ Star Awards at this year’s Annual Dinner. Recognising garages that combine business success with involvement in their community and employees who support their community based projects and charities.

Previous winners have supported local groups, raised money via coffee mornings.

Some of our previous winners donated a courtesy car to a hospice, another spent years creating a local football team for children with learning difficulties and another donated to their local primary school.

It has been a difficult time for lots of people and we would love to hear from our members who helped out their community or fund raised for charity. Our winners will be invited along to

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our Annual Dinner which will be held on 28th October 2021 at the Hilton Glasgow as our guests to receive their award.

We know our members are not just garages but a vital part of lots of communities and we think your efforts should be acknowledged!

Contact Karen Thompson for a nomination form or visit our website and download one there. karen.thompson@smta.co.uk

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MARKET INSIGHT

by Gavin White, CEO of Autotech Group

HOW TO OVERCOME THE SKILLS SHORTAGE WITH LONG TERM RECRUITMENT SOLUTIONS Demand for vehicle technicians is showing no signs of easing.

Difficulties surrounding the recruitment and retention of technicians has been well documented for some time, but the pandemic has expediated the crisis, with aftermarket businesses losing thousands of pounds a day as a result of labour gaps.

especially as a college leaver could earn more stacking shelves in a supermarket. There is movement with regards to pay and those garages who have adopted a higher pay structure are already reaping the rewards by employing the best available talent. But it’s important that qualified technicians entering the industry are offered a good starting salary.

industries following the 2008 financial crisis.

Undoubtedly, this is a positive move, but more technicians are needed if the rising demand from garages is to be met.

To break the bottleneck between colleges and the automotive industry, Autotech Group have launched a new initiative to run alongside its training and recruitment divisions – Autotech Academy which provides newly qualified vehicle technicians with a gateway into the industry through a paid internship.

Indisputably, the shortages, largely triggered by the lack of young talent entering the industry over many years and the number of EU workers leaving the UK, has been exacerbated by isolating staff and furloughing employees.

A recent report from the Society of Motor Manufacturers and Traders (SMMT) states that the UK could suffer 90,000 automotive job losses if the Government fails to help the sector after the COVID-19 crisis. This does reflect the entire industry, but it is vital that the aftermarket retains skilled workers and makes the sector a viable option to incoming talent.

Autotech Recruit, who manage the UK’s largest network of temporary vehicle technicians and MOT testers, has reported a huge rise in demand from garages in Scotland for contractors to cover resource gaps – but the supply of vehicle technicians to fill these positions is depleting.

A large percentage of ‘freelance’ vehicle technicians and MOT testers are highly skilled individuals who are returning to the sector after transferring their skills to other

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The industry needs to safeguard its future and look at new recruitment options which will sustain them over the long term. This includes giving young, newly qualified college leavers an opportunity to get their foot on the ladder.

Every year, around 10,000 Level 1 to 3 automotive students are lost to the industry after qualifying because they struggle to secure a role. This is down to a number of factors. Firstly, a lack of time from a garage owner’s perspective. Running a business which is already struggling under the weight of a lack of resources can be detrimental to employing, and dedicating time to, a technician who lacks experience. However, newly qualified technicians hold the most upto-date theoretical knowledge and are ready to hit the ground running.

Secondly, pay. The general pay scales across the sector regardless of skill, position, or job title, are low and a major hurdle to overcome,

The initiative should not be confused with apprenticeships as interns do not need to attend college on a weekly basis as they already hold all the necessary qualifications.

They are full-time employees. Autotech Academy works with colleges to identify students before finding them paid internship positions within the aftermarket and equip the interns with a top box of tools and uniform, with an offer of ongoing technical and EV training. In turn, garages, or any maintenance repair employer, will pay an hourly rate for a fully vetted, and fully equipped, intern over a 6–12-month period before deciding to employ them on a permanent basis, free of charge.

For further information visit: autotechacademy.co.uk

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Engine710 is an independent, next generation land rover specialist, creating a better experience by

combining in depth knowledge with excellence, creativity and customer care. We cover sales, modification, servicing, mots, repairs and maintenance across all land rover and range rover models.

The heartbeat of engine710 is the professionalism and enthusiasm of our dynamic team – this is shared by all of us, some young, others not so young… That passion and determination has resulted in the growth of the next generation of land rover specialist.

Engine710 is owned and run by ben macdowall, a young and passionate

specialist who employs people who are total enthusiasts of the brand, not just trained mechanics.

They offer so much more than ‘just going through the motions’.

As a family-run business, our life values of excellence, collaboration and trust ensure that relationships, not profit, are at the heart of all we do.

In the photograph below is Ben MacDowall (who runs Engine710 with his dad Doug MacDowall).

You can find out more on their website: www.engine710.com

Pictured left to right: Ben MacDowall and SMTA’s Marcus Lawrence 12

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We offer a simple Hire Purchase product to your customers, for both new and used motor vehicles including cars, motorbikes and vans. We provide a friendly and individually tailored service for our customer and dealer partners.

We approve your customers based on their credit file & current situation, using just APRs so your customer will know exactly how much their Hire Purchase agreement will cost them.

We already work with thousands of trusted motor dealers on a regular basis, this ensures our customers have the best choice of great quality cars, bikes and vans available in the market.

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MARKET INSIGHT

by Andrew Croxford, Senior Partner at Thomson Cooper

CHANGE: THE BIGGEST IS YET TO COME One of my favourite business books is ‘Who moved my cheese?’ by Dr Spencer Johnson. It has sold more than 26 million copies worldwide in 37 languages. This book deals with change, which is something the automotive industry faces on an ongoing basis.

The book is about four characters, two mice (Sniff and Scurry) and two people (Hem and Haw) who live near a maze. Every day they visit the maze, find the cheese store at the same spot, eat the cheese and feel that life is great. When the cheese runs out, the mice adapt to the conditions and go out and look for new cheese. The people go back to the same spot out of habit and fret over the demise of their cheese stockpile.

They get distressed when the cheese is gone, do not change their behaviour, focus on what they are losing and allow fear of the unknown to limit them. Eventually, Haw overcomes the fear of the unknown and goes out in search of new cheese. Haw finds a source which is as good as the first one, then takes steps to monitor it and try to locate alternative sources in good time before the new stockpile is finished. The author aims to illustrate that to thrive we should 1.

2.

3.

4.

Anticipate change Monitor change Adapt to change Enjoy change

The automotive industry is no stranger to change, even before the issues posed by the COVID-19 crisis. Whether that is adapting products to meet new environmental standards or anticipating changes in buying behaviour, the industry has faced many challenges in recent years. Technological advances have seen electric mobility become a viable option, with driverless cars, a concept straight out of a sci-fi film, now featuring in the news.

A recent report by McKinsey and Company

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claims that disruptions in the auto industry could result in significant lost revenue and little hope of short-term recovery. The pandemic has impacted on production volumes due to many issues including raw material supplies, labour issues and a slump in demand, leaving many wondering what the “next normal” has in store. The McKinsey authors believe that companies who adapt their organisations will thrive in whatever the “new normal” looks like.

Those who re-invent certain aspects of their structure and operations will emerge stronger from this current crisis, with clear decision making at the heart of this process. The report recommends looking at other industries that have successfully navigated similar “now or never” moments and emerged stronger.

The five key indicators they identified for survival are: 1.

2.

3.

4.

5.

Focusing on digital channels Shifting to recurring revenue streams Create strategic partnerships Embracing zero-based budgeting Building a resilient supply chain

While this report is aimed at larger automotive organisations like manufacturers and OEMs, there are still aspects that smaller businesses can take from it and apply to their own strategies.

DIGITAL CHANNELS There is evidence that many automotive businesses have developed an agile response to the challenges of operating during the pandemic, from increased use of video when showcasing vehicles for sale and online

deposit options, to adapting test drives and home delivery in a COVID safe manner. Can businesses digitize further and is that what customers want? Another recent survey revealed that the average automotive business has a clear need to digitize, with the industry earning a below-average score compared with other business-to-business players.

Remote selling is becoming more attractive to buyers, at least in the first stages of a vehicle, service or parts search. A comprehensive, user friendly, retail website will help give customers an interactive shop window of your products and services.

Are you fully optimizing selling opportunities to existing customers, and can a more digital approach help to increase the value of each customer through automated activity? Do you have a marketing programme for upselling and creating new opportunities through addons, services, referrals and new products using your database? Do you ask customers for feedback?

Consumer expectations are increasing when it comes to online experiences and digital communication. Those businesses who can anticipate demand are likely to benefit from increased consumer spending.

RECURRING REVENUE STREAMS In relation to car sales and rentals, in times of uncertainty (especially when job security is fragile), there will likely be a need for greater flexibility as customers hesitate to commit to large-scale deposits or purchases. Could your business reposition its offerings to give customers increased flexibility?

CREATE STRATEGIC PARTNERSHIPS Strategic partnerships are nothing new in the automotive industry. From sponsorship deals with private schools and celebrities, to exclusive new product testing days for elite car club members, organisations have long carved out ways of working with others to access new markets and increase sales.

The challenge is to find new ways to do this, targeting emerging markets and buying behaviour. One example would be increasing access to electric vehicles for disabled customers. Mobility is running workshops to help define new standards to ensure electric car charge points are accessible for everyone. Working with disability charities around the UK and the British Standards Institute, they aim to ensure factors like the size of parking bays, kerb height and the weight of charging cables are considered when new charging points are created. Can you work with others to champion issues faced by customers that could help increase your market share? Being seen as a problem solver is a powerful marketing tool.

EMBRACE ZERO-BASED BUDGETING The pandemic has hit growth and it could take time to recover to pre-COVID-19 levels. Continuing uncertainty might spell the end of annual budgets with a move towards ‘dynamic resource allocation’. An example would be operational savings made through physical workplace reductions as more people adopt hybrid working patterns.

Businesses could embrace a zero-based budgeting approach and reconstruct their income statements from scratch.

By defining their ‘survival minimum’ in terms of services performed and budgets required there could be greater flexibility to anticipate and adapt to market trends.

BUILD RESILIENCE INTO THE SUPPLY CHAIN The pandemic has revealed how complex and fragile global supply chains have become. Consequences include rising values of certain used cars and vans as businesses deal with delays in new vehicle production. There may be areas over which you have no control. However, it may be prudent to engage with a variety of suppliers to reduce the risks of relying on a single provider where possible. And pay your invoices on time. Goodwill may be a valuable commodity in the future.

The pandemic was new to all of us. However, managing change is not. To develop a resilient business that can compete in the ‘new normal’, embrace new technology to attract customers, understand what customers want and adapt your operations to reflect current circumstances. This is what the automotive industry has done in the past and will continue to do so in the future.

www.thomsoncooper.com Andrew Croxford is a partner in Thomson Cooper with offices in Dunfermline and Edinburgh. He heads up their audit and corporate finance departments and acts as auditor and business adviser to many companies operating in the automotive sector.

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HAVE YOU JOINED SMTA TRADING PARTNERS YET? SMTA Trading Partners Ltd has proven to be an extremely popular membership benefit and has provided our members with much sought after incremental profit opportunities.

The SMTA has brokered preferential deals with prominent suppliers on the strength of our 1,400 plus membership to access unrivalled levels of discount which ultimately assists in improving a member’s bottom line. Our suppliers enjoy month end remittance from the

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SMTA avoiding the requirement to collect payments from hundreds of individual account holders. Trading Partners provide a cost effective business solution for both parties.

To join, our Members simply apply direct to us to open a Trading Partner account (there is no additional charge) and we facilitate access to preferential offers from a list of suppliers, who will provide consumables and services at discount levels unique to the SMTA. That means no applications required to open individual accounts with suppliers and only receive one invoice at month end for any goods or services purchased - simple!

If you don’t already participate, you’re missing a superb profit

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• Sickness, holiday, training days and business peaks cover • Fully qualified and vetted vehicle technicians and MOT testers • Contracts lasting from one day to six months at a time • UK-wide network of over 450 contractors

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MARKET INSIGHT

by Karl Werner, Managing Director, Moto Novo Finance

‘WORLD CLASS SERVICE’ THE EXPERIENCE OF USED CAR BUYERS DURING THE PANDEMIC 143,485 customers judged their used car buying experience as ‘world-class’ In a year dominated by the COVID-19 pandemic and its lockdown conditions, car sales fell back. However, while new car registrations fell 29.4% in 2020, used car sales only reduced by 14.9%. The trend towards used cars mainly being attributed to financial uncertainty amongst consumers and moves away from public transport.

Against this backdrop, the experience used car buyers received from dealers was ‘worldclass’ according to a major online survey conducted throughout the last year by the UK’s second-largest provider of used car finance, MotoNovo Finance.

Throughout the last year, motor dealers adapted to the lockdown conditions to provide highly effective online capabilities to their long-established offline showroom service. The shift to online sales and financing with click and collect and home delivery services, supported by COVID-safe measures, was widely appreciated by a very significant number of delighted used car buyers. Many of these completed an online questionnaire reviewing their experience, which forms part of MotoNovo’s continuous improvement programme. The resulting customer feedback has been impressive with an overall Net Promotor Score, ‘NPS’ of 84.27 from 143,485 respondents.

To put this NPS rating in context, Bain & Co, which developed the NPS system used globally across multiple industries, suggests that a rating above 50 is excellent, and above 80 is world-class.

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Reflecting on the research data, which captures feedback from used car buyers between April 2020 to March 2021, MotoNovo Finance CEO Mark Standish notes; “The speed, agility and success of our dealers as they transformed to provide customers with both online and offline used car sales access so successfully over the last year has been remarkable. The impressive NPS rating by such a large audience of customers is testimony to the quality of the car and financing buying journey they experienced first-hand with their dealers.”

While used sales did fall back in 2020, over 6.7 million used cars still changed hands throughout the year, with the majority sold by dealers across the UK. As the UK starts to re-open, a huge number of people will continue to look to the used car market for their next vehicle. The choice of cars, the opportunity of test driving one or a selection of vehicles to refine their choice, the reassurance of extensive consumer protection and one-to-one service are all available from a dealer, and there is more.

Today, dealers have moved to provide customers with a complete online and offline choice as Mark concludes: “Today, used car buyers can find their car, dealer and finance online and now. If they want it delivered, then that is something that over 80% of our dealer network is only too happy to offer. The choice of cars, the car buying control and consumer protection available for customers buying their next

used car from a dealer, is extensive. The ‘icing on the cake’ is service reassurance.

Through the dealers with which we work, used car buyers can also be confident that they will benefit from a dealer network that previous buyers ranked ‘world class’ over the last year.”

While the data and the weight of evidence it provides is linked to the 2,000 dealers across the UK with which MotoNovo works, a glance at the review of many dealers online reveals an overwhelmingly positive experience reported by car buyers.

As the SMTA’s chief executive, Sandy Burgess reflects, dealers of all size must not overlook the power of reviews, noting; “The car buying experience for consumers is very arguably better than it has ever been. New FCA rules to ensure good customer outcomes, a significant move to provide omnichannel retailing car buying choice and with it a car buying process that is led by the car buyer commonly, home delivery and significant consumer protection are just part of what is a highly customer-centric experience for the vast majority of people. It is beholden on all of us in the sector to keep championing the quality of work we deliver, keep pushing standards ever higher and encouraging customers to share their positive experiences.

We can all benefit by changing historic perceptions and we can all play our part in doing just that.”

For more information visit: www.motonovofinance.com

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MARKET INSIGHT

by Polly Davies, Legal Advisor, Lawgistics

WHAT IS THE CONSUMER SCOTLAND BILL 2020?

Scotland has recently bolstered its system for supporting and protecting consumers by introducing the Consumer Scotland Bill 2020, a body to provide advice and advocacy to consumers.

This has been created in recognition of the fact that consumers are an important part of Scotland’s economy, and the Scottish Government wants to encourage businesses to grow.

Consumer Scotland objectives are: ● To reduce consumer harm in Scotland ● To increase the confidence of consumers in Scotland in dealing with businesses supplying goods and services ● To increase the extent to which consumer matters are taken into account by public authorities in Scotland The Consumer Rights Act 2015 sets out the statutory requirements in consumer contracts for the provision and services of goods. It specifies that: “Every contract to supply a service is to be treated as including a term that the trader must perform the service with reasonable care and skill and that every contract to supply goods requires those goods are of satisfactory quality, fit for purpose and as described.”

In cases of alleged breaches of a contract to supply services or goods under £5000 in Scotland, the wronged party can issue court proceedings, and the Scottish procedure differs in several ways to the system in England and Wales.

If one is unable to resolve a dispute with a customer in Scotland and they resort to court action, one will receive from the Sheriff’s Court form 6A, The Simple Procedure Notice of Claim. The Simple Procedure is by the court’s own description: “A speedy, inexpensive and informal court procedure for settling or determining disputes with a value of £5000 or less.”

With the claim there will be a timetable including the last date by which the respondent must reply to the court. This is usually a period of three weeks. If either party wishes to make a change to the timetable, this can be done online by making an application on form 3E. The respondent must complete form 4A in which the essential factual background should be set out, detailing their version of events along with a list of any witnesses, documents and evidence the respondent intends to rely on. Within two weeks of receipt of the response, the sheriff must issue a first written order which may do any of the following five things:

1. Refer the respondent and the claimant to alternative dispute resolution 2. Arrange a case management discussion 3. Arrange a hearing 4. Indicate the sheriff thinks that a decision could be made without a hearing, and that they are considering doing so 5. Dismiss the claim or decide the claim If a decision is made because the respondent did not receive the claim or did not attend court, they can make an application to have it recalled. If the respondent wishes to appeal a decision in the Simple Procedure on a point of law, they have four weeks to do so using form 16A citing which legal points they wish the sheriff to consider.

In Scotland, claims with a value in excess of £5000 are dealt with under the Ordinary Cause procedure with the claimant as the ‘pursuer’ and the respondent as the ‘defender’. The Scottish Government recommends that as the procedure is complex the advice of a lawyer should be sought.

For more information call 01480 455500 or visit www.lawgistics.co.uk

WWW.SMTA.CO.UK

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MEMBER PROFILE

Kirkcaldy Ford

SMTA TALKS TO GORDON CLOSE, MD OF KIRKCALDY FORD Kirkcaldy Ford Centre is a family owned Ford Main Dealer and Fife’s only Transit Centre, located in Kirkcaldy, a few miles from Dunfermline and Glenrothes. The bring a huge wealth of knowledge and motor experience to the business of helping you and provide the unique touch of customer care that can only be provided by a family business.

SMTA. When and where was the business formed?

GC.

Harrisons was formed in 1925 and acquired by the Short family businesses (Dalkeith and Cupar Ford Centres) in 2018. W&J Short have been in existence for over 40 years. Kirkcaldy Ford Centre acquired from Evans Halshaw in February 2021.

SMTA. Can you tell us a bit about the structure of the business i.e. sites and locations etc?

GC.

We are Ford Dealers with sites in Kirkcaldy, Cupar, Dalkeith and Peebles. We are very much and independently owned family business and like to work closely and be part of the communities we represent. I feel we are very much a community business.

SMTA. Do the sites have different business approaches to their business model?

GC.

Kirkcaldy is a Ford Main Dealer and Transit Specialist. Cupar is a branch point of Kirkcaldy. Harrisons and Dalkeith are Ford Retail Dealers.

SMTA. Can you run me through a typical day?

GC.

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I would normally start my day reviewing all activity from the previous day including performance, customer care activity, feedback positive or negative and ensure we respond accordingly. This then would be followed by an intensive review of New and

Used stock and arrange purchase or call off accordingly. During the day I would frequently walk whatever site I was visiting, ensuring we are set up in order to provide the best service possible. Regular communication with the team while on walkabout offering any support or encouragement they may require.

GC.

SMTA. What’s been the highlight of your business so far?

GC.

In the past number of years, developing a small Retail Dealer Ford Franchise business with 14 employees over two sites to a much larger independently owned business which includes Main Dealer Franchise with well over 100 employees and a turnover well in excess of £60,000,000. Also being recognized by Ford Motor Company for Customer Care with the award of the Chairmans Award.

Being recognized as a preferred partner by Ford Motor Company during an intense period of network restructuring is a major achievement for our team.

GC.

GC.

Staff and Customer Morale.

While there has been a significant impact on the way we operate due to COVID 19, I do believe we have adapted to this very well, however I think there will still be some impact and significant focus needed on this for some time yet. Both New Vehicle Stock and Used Vehicle Stock are likely to be challenging over the coming months.

SMTA. How does your SMTA membership help?

I firmly believe we shall continue to go from strength to strength, especially knowing we have the backing of FMC as a preferred partner for our areas, as the Dealer Network changes. We will see a little more expansion within our business over the next couple of years.

SMTA. How do you maintain customer levels?

SMTA. What are the most significant challenges ahead in your field of work?

GC.

with our dealership websites along with increased investment in social media, Google ads, optimized digital display and 3rd Party partners such as Autotrader. However, our most effective marketing tool is our existing customer base who are extremely loyal and never slow to recommend our services.

SMTA. What is the biggest challenge Kirkcaldy Ford face?

GC.

SMTA. Where will your business be in five years’ time?

SMTA. What’s the one thing your business couldn’t function without?

GC.

We find the SMTA membership provides us with regular updates relating to the Motor Trade areas of compliance whether Health & Safety, FCA Regulations and much more. During the pandemic the team at the SMTA have providing great support through guidance and information while ensuring we were always well represented with the Scottish Government in relation to guidelines and any relevant support we required.

Our Focus is very much on building relationships with our customers in all areas of the business, creating that family feel for the longer term.

We have a good loyal customer base and our focus is to expand this further, ensuring all customers are made to feel welcome at all times, whether that is buying a Part, Carrying out Service & Repairs or purchasing a New Car or Van or a Used Car or Van. Again, staff morale and customer morale are key.

SMTA. What form does your marketing take?

GC.

In today’s motor industry, marketing has become complex and although we still use traditional channels such as print advertising, direct mail, radio, sponsorship and community involvement, digital media is becoming more important. We invest heavily in our own digital presence

The biggest challenge Kirkcaldy Ford Centre faces is not having the best past history in relation to customer care prior to our acquisition 5 months ago. While we are making good progress in this area in such a short period of time, we still have a good way to go, albeit we are very confident after the start we have made.

SMTA. What drives you?

GC.

I very much enjoy the work I do and get great inspiration from having such a great team of people that work for us, with an attitude that wants us to do well, almost like it is their own business. I guess in many ways, it is really, back to that family feel again. As a small business, being recognised by the Ford manufacturer as a key partner going forward at a time where we face significant changes within the Motor Trade.

SMTA. What’s the most important thing you’ve learned in your career, and how have you made use of it?

GC.

Building good working relationships whether it is with potential customers, staff, suppliers and very importantly the manufacturer.

Respect and great knowledge for the franchise always. Learning over the years the importance of good strong financial management.

WWW.SMTA.CO.UK

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MARKET INSIGHT

by Loveday Ryder, Chief Executive Officer, DVSA

WE ARE DVSA: ANNUAL REVIEW 2020 TO 2021 Over the last year, DVSA has worked hard to help everyone stay safe on Britain’s roads and support critical workers in the national response to the pandemic.

I am delighted to present the ‘We are DVSA: Annual Review 2020 to 2021’, which recognises the many ways DVSA colleagues adapted and overcame great challenges, to deliver important public services.

28 WWW.SMTA.CO.UK

We appreciate how difficult the past 12 months has been for you and how the pandemic has impacted individuals, families and businesses.

Many people will have lost their loved ones to COVID-19 and, to them, we extend our heartfelt sympathy.

This is a more muted than usual celebration of what DVSA has achieved.

But we want to acknowledge our colleagues’ great work in 2020 to 2021, through extraordinary challenge, to support the frontline response to the pandemic and restart services safely.

CORONAVIRUS RESPONSE We had to act quickly to keep colleagues and customers safe, while making sure we met critical workers’ needs. You can read more about how we have responded to COVID-19 in the ‘We are DVSA: Annual Review 2020 to 2021’.

BUT, IN SUMMARY WE: ● Suspended the driving test for most candidates ● Conducted driving tests for NHS and care workers, allocating driving examiners who were medically fit and who had volunteered to support the national response ● Prioritised special ambulance vehicle tests to support the NHS response ● Granted MOT extensions on all vehicles ● Continued to protect everyone from unsafe vehicles, as our Enforcement Teams continued to keep the roads safe throughout the pandemic ● Worked with national stakeholder groups on how to safely restart our services.

Read the full publication online at: gov.uk/government/publications

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MEMBER PROFILE

Keith Robertson Cars

SMTA TALKS TO KEITH ROBERTSON CARS Keith and Alison Robertson established the business in 2001 with one goal: To provide a good standard of living for their employees and pay a fair salary, based on skills and experience, together with the most competitively priced and highest quality of service to their customers.

SMTA. How did you come to start up?

Keith. In 1999, I left my employment as a senior business manager with Royal Bank of Scotland and spent time researching the opportunity to set up a small business using the experience gained during my time with the bank. Part of this experience was in the Vehicle Leasing and Contract Hire sector within the Motor Industry.

The research provided me with the information to identify an opportunity to provide a bespoke, vehicle sales and service operation, which would benefit local people and provide a good standard of living for those involved within the business.

SMTA. How has the business grown?

Keith. My wife and business partner, Alison, and I, did not have any desire to have a large business but wished to develop one which created an enjoyable working environment and a strong team to deliver the quality of industry knowledge and technical ability, together with customer service, which would enable us to apply service charges that would provide a good standard of living for the staff and ourselves.

We have achieved most of these objectives and created a loyal

30 WWW.SMTA.CO.UK

customer base from which the business can continue to develop.

SMTA. Can you run me through a typical day?

Keith. 20+ years of experiencing what happens within the business, on a typical day, has enabled us to plan and manage our time with the objective of controlling stress on our staff and maintaining a high standard of customer service. Our service manager and administration controller manage the booking diary to ensure that no more than 80% of available technician hours are allocated to any day. The additional 20% is set-a-side for emergency work which crops up or sales vehicle preparation.

We always have sales vehicle work to fall back on. The service manager reviews bookings, three days in advance, in order to assess if there are any advisories on a vehicle from the last time it was in with us.. Our administration controller will be telephoning customers, who will have received reminder letters and/or emails, at least three weeks in advance, for servicing, MOT, timing belt, warranty renewal etc. . Parts will be ordered for future bookings and acquired for any additional work uncovered on the day. We are likely to be

in contact with Scotsure Warranty, an operation which we hold in high regard and a warranty that we advise all our customers to apply to their vehicle once the Manufacturer’s warranty expires. Just a snap shot of what we believe are the vital management elements to get right in order to have the business operation running smoothly. Anyone involved in running a small, motor vehicle service and MOT operation will be aware of how easy it is to have time management get out of control.

SMTA. What’s been the highlight of your business so far?

Keith. Creating a Team, from local people, who are motivated to keep on improving performance and deliver the best possible customer service within their capabilities.

SMTA. What’s the one thing your business couldn’t function without?

Keith. Integrity.

SMTA. What’s the best thing about working for yourself?

Keith. Knowing that your actions and decisions define you as a person and an employer SMTA. And the hardest part?

Keith. Realising that others may not always commit to delivering their best and being able to accept that.

SMTA. What do you wish you’d known when you first started out?

SMTA. What form does your marketing take?

Keith. The best fraudsters are the most plausible and the Motor Trade has its fair share of them.

Keith. During the first 10-15 years we used the AutoTrader website and local press to sell our vehicles and we hand delivered flyers, around the Scottish Borders towns, within 10 miles of our business premises. We used Radio Borders when we increased the size of our service department in 2010. We substantially reduced our marketing, prior to COVID-19, as we found that our customer base was growing, at a good rate, through word of mouth referrals.

SMTA. If you could go back and change one thing what would it be?

Keith. I focused too much on vehicle sales in the first 10 years of the business and, as a result, we lost our first service manager, who was with us for this period. I didn’t address the stress levels he was under. He left us and the industry and was a huge loss.

SMTA. How does your SMTA membership help?

Keith. The MOT QMS and Scotsure Warranty are two very important factors in our business operation.

We know that the SMTA staff are there as a sounding board if we have issues relating to the industry and they have been there, when needed.

SMTA. Where will your business be in five years’ time?

Keith. It will be in the hands of new owners and I hope that they will continue to develop the business with the same ethos as ourselves.

SMTA. How do you maintain customer levels?

Keith. Honesty, openness and quality of service.

SMTA. What is the biggest challenge in used cars?

Keith. Sourcing vehicles in an accurately described condition for the price paid.

SMTA. What drives you?

Keith. Providing opportunity for others SMTA. What’s the most important thing you’ve learned in your career, and how have you made use of it?

Keith. It is almost impossible to succeed in any team related operation unless you can trust those within it. I use employee interviews to explain the ethos of our business and focus on individual integrity. We interrogate our work processes, when mistakes are made, in order to continually improve performance.

WWW.SMTA.CO.UK

31

MARKET INSIGHT

by Pauline Hughes, Solicitor, Just Employment Law

WHEN CAN AN EMPLOYEE REQUEST UNPAID TIME OFF? Generally speaking, employers are aware of the main types of paid time off work, such as holidays, sickness absence and maternity leave.

In addition, whilst it may not be as common as paid time off, employees have various rights to take unpaid time off.

With that in mind, in what circumstances can an employee take unpaid time off work?

The law recognises that there may be occasions where employees need to take time off to deal with unexpected events involving a dependant, for example providing assistance when a dependant falls ill, gives birth, is injured or assaulted or taking action required in consequence of the death of a dependant. The law defines a “dependant” as a spouse, civil partner, parent, child, an individual who lives in the same household as the employee (not a tenant, lodger, boarder or employee) and anyone who reasonably relies on the employee. This right allows employees to take reasonable time off to deal with an immediate or unexpected crisis. Whilst it is not defined in law, “reasonable time”

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will not be more than a few days and should not be more than a single day in most cases, although the employer should consider the set of circumstances related to any request.

In addition, employees have the right to take time off to perform public duties that they may be committed to undertake. Employers will be familiar with employees taking unpaid time off where they are summoned for jury service or where an employee is a member of the Reserve Forces who is called to be deployed on a fulltime operation or attend regular training. However, employees are entitled to a reasonable amount of unpaid time off work to carry out certain voluntary public duties such as being a prison visitor, school governor or a statutory tribunal member.

Further, eligible employees have the statutory right to take up to eighteen weeks’ unpaid leave in respect of each child to care for them (known as parental leave). That said, parental leave can only be taken in blocks of a week or a whole number of weeks and no more than four weeks’ parental leave per child can be taken in one year.

In order that employees are aware of their statutory rights to take unpaid leave (and the limits of these rights), as well as the correct procedure for requesting time off, it is recommended that employers have written policies on taking unpaid time off. Those documents can be a helpful starting point should an employer receive a request to take leave of this nature.

As employment law specialists with expertise in advising on time off and drafting policies of this nature, Just Employment Law can help you deal effectively with requests for unpaid time off. If you are interested in learning more about Just Employment Law or our services, please contact us on 0141 331 5150 or at enquiries@ justemploymentlaw.co.uk

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Engine 710 of South Queensferry

SIMPLY EMAIL YOUR ANSWER TO norman.stirling@smta.co.uk Need help? Please call Niall Farmer of GES Scotland on 07483 827734 The small print; no purchase necessary, free to enter draw, no alternative price will be offered, closing date for submission 30th September 2021 – please ensure contact details are on the email – the winner will be notified by email. Voucher provided courtesy of Niall Farmer of GES Scotland. Competition entry only open to those businesses in current membership of the SMTA and SMTA staff are excluded.

you actually mean. The questions are not complicated and if you do your homework (all the relevant material is supplied with your ARDS test pack) then it is not difficult to pass.

S M R C U P D AT E

STEPPING UP A GEAR After 2 seasons of supporting the highly successful Scottish C1 Cup the SMTA has extended its support to Scottish Formula Ford in 2021 as well.

In conjunction with the West College Scotland Motorsport Academy, the SMTA is supporting 2 Scottish Formula Ford cars which are prepared and run by the West College Scotland students.

The project aims to help raise the profile of single seater racing in Scotland and to encourage both aspiring drivers and budding student mechanics alike to get involved in Scotland’s only single seater championship.

Glenn learning the ropes in the SMTA Formula Ford car

36 WWW.SMTA.CO.UK

WANT TO GO MOTOR RACING? So how do you get involved in motor racing? Glenn Alcock, explains his journey from complete newcomer in 2019 to a current Scottish Formula Ford driver.

I am sure that I am not alone when I say that as a child I dreamed to being a racing driver. Watching motorsport growing up I saw Scottish stars such as David Coulthard, Dario Franchitti, Colin McRae, Allan McNish, David Leslie and John Cleland on the TV excelling in their championships and I dreamed of what it would be like to drive a single seater or a saloon car on track, going wheel to wheel with other competitors. But how do you go about such a thing?

It is actually much easier than you may think – you can book your ARDS (Association of Race Driving Schools) test at Knockhill which on successful completion gives you the much coveted racing licence. The test itself is much like the driving test on the road – with a practical and theory part. The practical is relatively straight forward in that you have to drive at a decent pace and not make any major faults such as spinning off or ending up in the gravel.

You must demonstrate mechanical sympathy for the car and also not pose a hazard to others on track. The theory part is concerned mostly with safety on the circuit and what the specific flags that marshals wave at

So now you’ve passed your ARDS test, what next? Luckily for us in Scotland we have the Scottish Motor Racing Club where you can become a racing member and take part in one of their 5 championships. This is how I started my racing journey back in 2019 with the support of the Scottish Motor Trade Association. 2019 saw the launch of one of the most successful racing series in years – the Scottish C1 Cup. The SMTA supported the championship in it’s inaugural season with the idea of bringing exciting, closely matched racing to the masses at a budget price. From as little as £6500 drivers could buy their first race car and take part in the full Scottish racing season.

The Championship has been a huge success and regularly attracts over 20 competitors onto the grid.

For myself this allowed me to start building my experience and honing my race craft whilst having incredible fun.

The racing was extremely close too with the front 11 drivers separated by under a second at one event! In my first season, I was given the opportunity to take part in a Scottish Formula Ford event and the C1 driving had served as a good introduction to racing, providing me with the car control and confidence to take the leap forward.

And now another leap forward to 2021. I have now moved on from C1s to race in the full Scottish Formula Ford Championship. I am racing alongside Andrew Elliott for the SMTA supported West College Scotland team. The cars are prepared and run by West College Scotland students, which means I don’t have to worry about the mechanical aspect of the car at all and at the same time, it offers the automotive students experience working in the high-pressure motorsport environment – it’s the perfect partnership!

So even in the current climate your dream is still alive if you’ve ever had the thought “I want to go motor racing!” it’s easier than you think and you can find more information at smrc.co.uk or on facebook.com/smrc56.

2021 SMTA SCOTTISH C1 CUP C1’s in action at Knockhill on 18 July 2021

Set up in 2019 to create a new entry level motor racing championship in Scotland, the Scottish C1 Cup has grown from strength to strength over the past couple of years, with big grids and close bumper to bumper racing.

Corson proved that online racers can make a very successful transition to reality, as he took two highly impressive podium finishes on his real-world debut!

Due to Covid restriction, the 2021 season kicked off a little later than originally planned, with the first event taking place on 6th June at Knockhill.

However, the drivers didn’t appear too rusty after the long winter break as the usual frantic C1 Cup action resumed!

You can find out further information on the C1 Cup at:

The second event of the season took place on 18 July and once again, it was Ross Dunn and Dan Martin who took the spoils with a win a piece.

However, both were pushed hard by the charging Colin Main and Andrew Davidson, who both took podiums.

smrc.co.uk/championships or on facebook.com/ScottishC1Cup

Ross Dunn (1) going head to head in the Scotthish C1 Championship at Knockhill on 18 July 2021

Sam Corson, 2019 SMRC Esports Champion

Defending Champion, Ross Dunn, headed the 20 car grid in qualifying to take pole position and managed to get title defence off to an impressive start with a win in race 1 – where the top 3 covered by just 1 .1 seconds at the finish line – and a 3rd in race 2, with Dan Martin taking the race 2 win.

The story of the day, however, was that of Sam Corson; the SMRC’s 2019 Esports Champion, who had earned the prize of racing in the C1 Cup with West College Scotland.

SMRC Photography by Jim Moir

WWW.SMTA.CO.UK

37

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AUTOTECH GROUP PROUD SPONSOR OF BRITISH SUPERBIKE’S STORM STACEY Earlier this year, Autotech Group was named as a sponsor of British Superbike’s youngest rider, Storm Stacey - the 18-year-old who clinched the title of youngest rider to score a point when he finished 15th at Silverstone during his historic maiden campaign in 2020.

H5200

Storm Stacey, part of Team LKQ Euro Car Parts Kawasaki, is currently competing within Bennetts British Superbike Championship, under the GR Motorsport squad.

All three of Autotech Group’s company’s divisional logos for Recruit, Training and Academy, adorn the young gun’s helmet and, during July’s Knockhill event, the SMTA logo was also featured.

Autotech Group’s Academy division was created to help young students, leaving college with an automotive qualification, secure employment within the motor sector through a paid internship.

Consequently, the synergies between Storm, who has achieved so much at a young age, and Academy was the main catalyst for the sponsorship.

Storm was given special dispensation from the ACU as the UK licensing authority to become the youngest rider to start a BSB race at the age of 16 when he progressed directly from the Superstock 600 class into Bennetts British Superbikes last year. “Storm Stacey’s achievements at such a young age is testament to what the youth of today can accomplish through hard work, and the backing of the industry,” comments Gavin White, CEO of Autotech Group.

Storm Stacey #79 comments: “I am proud to have Autotech Group as my helmet sponsor for the 2021 British Superbike Championships, as you can see the new design on my AGV Pista RR really stands out. I am looking forward to representing Autotech Group both on, and off the track with a successful season ahead.”

Round 2 of British Superbikes at Knockhill circuit in Scotland proved a successful weekend for Storm Stacey and the GR Motosport team. Having qualified 20th on the Saturday afternoon, Storm gained 3 places to finish P17 in the sprint race later on that day.

Storm then brought it home in P16 in Race 2 on Sunday after a long battle with Joe Francis. The final race of the weekend ended with Storm in P16 after battling with some BSB race winners where he showed great race pace with his lap times being only half a second off those of the front runners.

WWW.SMTA.CO.UK 39

DACIA SANDERO 2 SPEED LIMITER/CRUISE CONTROL SWITCH INOPERATIVE Make: Renault Models: All Dacia Sandero 2 (2012 - 2020):

SYMPTOMS: Fuse 6 blows in the interior fuse box. Items listed do not work or stop working when the fuse blows:

TECH INSIGHT Welcome to our technical insights feature created with the support of the IVS 360 OEM-Trained Master Technicians at Opus IVS to whom we are very grateful.

Here we highlight some of the more common recent faults that our partners have come across in their workshops and of course provide you with the appropriate fixes.

We are always reviewing our content and please feel free to get in touch if you feel that there is something you would like to see in future editions of SMTA AutoINSIGHT.

PROVIDED BY

40 WWW.SMTA.CO.UK

6. With dashboard removed check wiring loom in areas shown in the images

● Speed limiter/cruise control switch ● Front and rear electric windows ● Door locking/hazard switch ● A/C control panel ● Side lights ● Number plate lights

POSSIBLE CAUSES: Wiring harness damage due to chaffing on the dashboard super structure. This can be intermittent (fuse blows as wiring is touching the metal structure of the dashboard).

REPAIR STEPS: 1. Check condition of fuse 6 in the interior fuse box 2. If fuse 6 is blown or is replaced and blows again see checks below 3. Disconnect in turn the items in the above list and check to see if the fuse blows 4. If the fuse still blows next disconnect all items and check to see if the fuse blows 5. If the fuse still blows check wiring to components, if there are any issues next consider removal of the dash

7. Repair or replace the dashboard loom depending on the severity of the damage.Ensure loom is correctly retaped and clipped into appropriate areas before refitting the dashboard

JAGUAR EXPERIENCES LOSS OF POWER WITH ENGINE FAULT LAMP ILLUMINATED

VAUXHALL TIMING CHAIN NOISE

Make: Jaguar Models: XF and XJ (2010 - 2017):

Make: Vauxhall & Opel Models: Insignia A (2015 - 2017), Zafira C and Cascada (2015 - 2019):

SYMPTOMS:

SYMPTOMS:

Loss of power with engine fault lamp illuminated.

Knocking/rattling noises from valve train. For diagnosis the valve cover has to be removed.

FAULTS: P0235-94 Turbocharger boost sensor A unexpected operation. ENGINE - ECU P00bd-07 Mass or volume air flow A circuit air flow to high. ENGINE - ECU P006a-00 Map-mass air flow or volume correlation.

ENGINE - ECU P2263-22 Turbocharger boost maximum signal.

ENGINE - ECU P1247-00 Turbo boost pressure low. ENGINE - ECU

POSSIBLE CAUSES: Compressor shut off valve sticking

REPAIR STEPS: 1. These fault codes relate to generic air path leaks and normal testing must be carried out to determine the root cause. A smoke test of the entire induction system is recommended.

2. A common failure for these codes is the CSOV [compressor shut off valve] actuator arm sticking on its pivot point causing the valve to stick open 3. The valve can also not operate due to a fault with the vacuum system that operates the valve causing it to stay shut.

4. This may be a fault with the vacuum solenoid, vacuum pipe work, electrical operation of the solenoid.

5. A visual check of the operation of the CSOV can be made by running the engine at idle for three minutes at which time the secondary turbo enters idle mode. The solenoid opens allowing vacuum and the CSOV actuator opens the valve.

6. There is a modified repair kit available for this. The original actuator pivot has a nut securing it to the pivot arm. The modified parts do away with this.

7. The operation can also be monitored on your Opus IVS device by selecting –engine-3.0l diesel tdv6-dynamic datasecondary turbo system.

After the three minutes of idle you will see the air flows change and the turbo opening positions change.

8. The commanded and actual should be the same if no fault is present.

Useful to use on road test if the fault is intermittent.

PARTS REQUIRED: CSOV actuator repair kit (c2d23020)

POSSIBLE CAUSE: ● Excessive wear on camshaft timing chain ● Elongated chain ● Collapsed chain tensioner

REPAIR STEPS: 1. To access the camshaft timing chain The vacuum pump housing needs to be removed. To gain access: ● Remove intercooler boost pipe ● Remove throttle body ● Remove DPF ● Remove EGR valve ● Remove EGR cooler

tensioner and insert a locking pin ● Remove the tensioner and sprocket bolts ● Clean all surfaces from oil and old sealant 5. Install the new camshaft timing chain kit- p/n 95527799 ● Install the the new kit with the tensioner pin in ● Fit new chain sprocket and tensioner bolts ● Tighten the 2 sprocket bolts to 40Nm-30Lbft and then , using an angle wrench, tighten another 55 degrees ● Tighten the chain tensioner bolts to 10Nm-89Lbin ● Release the locking pin ● Remove the camshaft locking tool

2. Camshaft timing chain and tensioner With the above components removed the camshaft drive chain, sprockets and tensioner are accessible

6. Reassemble engine components in reverse order

3. Install camshaft locking tool EN-51415 Before carrying out any work to the camshaft timing chain:

● Angle wrench

● Turn the engine on TDC ● Install the camshaft locking tool EN-51415

TOOLS REQUIRED: ● Torque Wrench ● Various hand tools

PARTS REQUIRED: ● Timing chain kit (95527799)

4. Remove the camshaft sprockets and chain Before loosening the sprockets or tensioner: ● Collapse the chain

New camshaft chain kit installed

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41

W H AT ’ S I N M Y GA RAG E

by Alister Scott, Dealer Principal, Adam Purves Galashiels Ltd

WHAT’S IN MY GARAGE? Having now spent many years here in the Borders, I have the pleasure of looking after several rather interesting old vehicles that were supplied new by our company, the oldest one being a Boneshaker bicycle that dates back to 1879.

SH2535 Bullnose Morris We are currently in the middle of restoring the oldest known survivor of car that we supplied new in the format of one 1926 Bullnose Morris. Sold from our then showroom in Galashiels this vehicle started life as a specially built ice-cream wagon, so it makes for a bit of interesting reading. Having personally known the very vehicle since childhood, I have been trying to buy this one from the original family who didn’t want to sell but eventually all good things come to those who wait!

LS3180 1934 Austin 7 This little gem again supplied by us new spends most of its years here in the Borders, but eventually did make its way to Edinburgh whereby chance a good friend spotted it for sale at auction, prompting its purchase. Whilst not the most comfortable of drives, especially for me but it does get out during the summer months, with our youngest daughter also enjoying the back to basics driving experience.

JKS900 Mitsubishi Shogun MK1 For the past 20 years plus, we are perhaps best known for Mitsubishi, so when the chance of a showroom condition Shogun MK1 was offered I jumped at the chance. Another long

42 WWW.SMTA.CO.UK

story, so one for another day but this fine example has travelled all over the UK raising cash for a well-known charity that we work closely with, it’s won many best in show awards, best in class and best 4x4 in show as well as taking our eldest daughter to church on her wedding day! This one is a firm favourite with all the family, this year I turned down a serious cash offer to buy the car to be told by my wife no way!

ABW61E Cortina Lotus Series 1A For as long as I can remember I have thought of nothing but sporting Fords and yes whilst the MK1 would and should have been my first choice, I never thought for one minute that the prices would go like they have.

During the late 1980s I could have bought a non-runner complete car with a spare parts car for £1500 but, my late father talked me out of this purchase for all the reasons he thought best and yes, perhaps a missed opportunity.

Another good friend and customer approached me to ask the question “Are you still after a Lotus Cortina?” And of course the answer was yes, however the car in question was to be sold under rather unusual circumstances

due to a bereavement. So, it was a covert trip to Ireland to visit a wellknown motorcycling family who have a thing for sporting Fords. The said Cortina had a few hidden skeletons as it turned out to be a very early preproduction model and yes most of the items on the car were all wrong or simply not correct. Making for

the challenge to be put back to the standard trim which was an almost impossible challenge, when prices for Cortina Lotus parts had simply sky rocketed! Bearing in mind during the late 1980s I could have bought complete cars for £1,500; I was held to ransom for an air clearer to the tune of £1,500 so it was all very eye watering!

Today the car takes pride of place here in the showroom with a story to be told almost every day by visiting customers and yes, I can 100% confirm that a certain Jim Clark must have either driven all Lotus Cortina models or sat in every one.

WWW.SMTA.CO.UK 43

YOU CAN JUDGE A CAR BY IT’S COVER PROTECT YOUR CUSTOMERS, YOUR BUSINESS AND YOUR MARGIN  WARRANTIES TO SUIT YOUR INDIVIDUAL REQUIREMENTS  ALL WARRANTIES FULLY UNDERWRITTEN BY EUROPE’S LEADING WARRANTY PROVIDER  SCOTSURE IS WHOLLY OWNED

BY THE SCOTTISH MOTOR TRADE ASSOCIATION LTD

 ALL CLAIMS AND ADMINISTRATION HANDLED FROM OUR OFFICES IN SOUTH QUEENSFERRY  ROADSIDE RESCUE COVER AVAILABLE

Why should I choose a Scotsure warranty?

Scotsure MBI has been providing used car warranties since 1982 and is wholly owned by the Scottish Motor Trade Association Ltd. It is this provenance and experience that ensures that if you have a problem, we will deal with your claim quickly, efficiently, and perhaps most importantly of all, fairly.

Scotsure warranties provide peace of mind and protect your pocket!

Ask about extending your warranty today! E: lynn.greig@smta.co.uk T: 0131 331 5512

YEAR END CAR FIGURES 2021 FUEL TYPE YEAR TO DATE JULY 2021 REGISTRATIONS BY REGION

Petrol

53,234

Diesel

14,257

Petrol/Electric

10,720

10,065 416

Diesel/Electric

135

Petrol/LPG

116

=

967

620 Strathclyde

83,449

7,277

Ford

7,161

Volkswagen

6,684

Vauxhall

5,649

Audi

5,465

Toyota

5,443

BMW

Kia Peugeot Land Rover

192

7,500

4,323 4,292 3,628 3,550

8.72% 8.58%

8.01%

6.77% 6.55%

6.52%

5.18% 5.14%

4.35%

4.25%

TOP SELLING

MARQUES YTD 2021

Figures courtesy of the SMMT (Scottish Motor Manufacturers and Traders)

Fife

Lothian

131

3,750

Tayside

4,797 1,306

1,033,269

Mercedes

775

861

Central

TOTAL UK CAR MARKET:

0

Highlands

Grampian

4,987

Electric

Summary

Total Scotland

Borders

Dumfries & Galloway

0

1,750

3,500

3,240

Vauxhall Corsa

2,270

Ford Fiesta Mercedes A Class

1,794

Volkswagen Polo

1,792 1,772

Ford Puma

1,726

Kia Sportage

1,623

Mini Mini Toyota CHR Volkswagen Golf Toyota Yaris

1,459 1,327 1,259

YEAR TO DATE

TOP 10 CARS WWW.SMTA.CO.UK 45

ANNUAL DINNER & AWARDS 2021

Events are back! The Scottish motoring dinner of the year is back and will be held this year in the stunning refurbished Ballroom at the Glasgow Hilton on Thursday 28th October and tables / individual tickets are available to book now.

Our guest speaker is none other than ‘Eddie the Eagle Edwards’ we guarantee you that he will entertain you with his Olympic ski jump story!

not just garages businesses but also play a vital part to communities and we think your efforts should be acknowledged!

Recognising garages that combine business success with involvement in their community and employees who support their community based projects and charities.

Previous winners have supported local groups, raised money via coffee mornings, donated a courtesy car to a hospice and another spent years creating a local football team for children with learning difficulties.

We are also delighted to confirm we will once again be holding our ‘Community Activity Recognition’ Star and ‘Skills Star’ Awards at the event. Our members are Sponsored by

46 WWW.SMTA.CO.UK

Our Skills Stars recognise up and coming individuals in the motor trade in Scotland. It has been a difficult time for lots of people and we would love to hear from our members who helped out their community or fund raised for charity.

Our winners will be invited along to our Annual Dinner as our guests to receive their award.

For further details about the Annual Dinner and to book tickets or tables contact Karen Thompson on:

07922 079889 karen.thompson@smta.co.uk Sponsorship opportunities include guest tables at the dinner, coverage in Auto Insight and in digital communications along with exposure at the event itself. For details contact Wendy Hennessy on:

07974 380140 wendy.hennessy@smta.co.uk

TABLE OF 10 INDIVIDUAL TICKETS (All prices are exclusive of VAT)

£1,249 £130

We

100% G are giving a UARAN that sho TE uld

E

dinner d we have to c will be r ue to Coronav ancel the ef ir tables/s unded in full fo us, you p r the optioonsorship or yo tickets/ u hav n to a resche carry forward t e o duled d ate.

WWW.SMTA.CO.UK 47

PHOTOGRAPHY COMPETITION

by Colin McAllister, Group Training & Development Manager, John Clark Motor Group

“COVER STORY” In the modern car buying arena getting your vehicle advertised on the web is absolutely critical. Consumer choice is so great that they demand an array of quality images, not just of the vehicle, but of all of the extras that make that vehicle unique.

A few years ago we decided that a once a week visit from an external photographer was not getting our vehicles on the web fast enough. So we made the decision to recruit an in-house Digital Presentation Team. We now have a team of 8 DPEs and now 94% of Used Cars are listed on the Web with over 20 images in under 7 days. Prior to having this team we were running at 72% of used cars had only 9 images within 7 days. We have also experienced a huge uplift in our used car sales thanks to increases in stockturn. The role attracts people from all walks of life and offers another career entry point for people looking to join the industry and we have seen some of the team progressing in to different roles within the business. In addition to the team we have also invested in Photography turntables to speed up and standardise the main car images and reduce vehicle movement.

HELLO MY NAME IS ANIA LESNIARA AND I WORK FOR THE JOHN CLARK GROUP AS A DIGITAL PRESENTATION EXECUTIVE. What attracted me to the role?

Originally from Poland I have been living and working in Scotland for 14 years now in the car industry. Initially in 2007, I started employment with a local family company dealing in the sale of cars. At that time, I had no idea about how this type of business which incorporated both car showrooms and workshops really functioned.

Subsequently in 2017 I became an employee of the John Clark Motor Group who had taken over the original business.

Only then I began to realise how this type of company really operated and just how many people it takes before each customer is able to own and enjoy their dream car.

Later in 2020, I joined the Digital Presentation Team where I was able to combine work with my favourite hobby, which is photography. I am extremely fortunate and grateful that I am able to work with such a progressive company within which I can develop the appropriate skills.

So, if anyone thinks that buying a car is just a purchase from an individual salesperson - I would simply answer ‘No it is not!’ - behind him/her is a team of dedicated people who are passionate about how they carry out their work to satisfy each and every one of their potential clients.

Winning cover photography by Ania Lesniara

48 WWW.SMTA.CO.UK

Range Rover in front of Cambuskenneth Abbey, by Ania Lesniara

MY NAME IS MARIO NEVES AND I WORK FOR THE JOHN CLARK GROUP AS A DIGITAL PRESENTATION EXECUTIVE. What attracted me to the role?

When I first applied to work for John Clark Land Rover, it was the fact that I could drive those amazing cars.

They were looking for a driver at that time back in April 2014, so I applied. So basically, the role was for me to collect cars anywhere in UK, deliver them to the customers, check new cars when coming on the transporter, fuelling the cars and photographing them.

It was a varied multi-task job at the time until I was approached to do the digital side of the business only.

Now knowing how the car industry works, I know exactly what the process is before someone buys a new or a used car, and it’s amazing because there is a lot of work involved with that.

When some of my friends or family ask me something about a new car, or a used car, I know what to answer

because of the good knowledge I have gained from working here.

I have been offered a couple of times to join the sales team, but I have always refused because I don’t think that would be for me... But you never know. Never say never!

I do have a big passion for photography and filming, and I am better with video than photography I must admit as I have been a filmmaker for over 17 years, but I do know how to take a really good and perfect picture with a good light as well.

Before working in the car industry, I was working as a carer and before that I was working in a bank back in Portugal, answering calls from clients, regarding their loans, mortgages, stock market, etc. Back then, I couldn’t tell you much about how the car industry would involve besides buying a used or new car.

Jaguar photography

by Mario Neves

Since working for John Clark Motor Group, I have learned a lot, this job was like a school to me, because I have made good progress over the years.

I AM MATTHEW SCOTT A DIGITAL PRESENTATION EXECUTIVE BASED IN DUNDEE WITH JOHN CLARK MOTOR GROUP. What attracted me to the role?

I was attracted to this role as I have always had an interest in cars of all ages, photography and social media work - so this job really suits me!

I enjoy the variety of the role. One day I could be driving a little Ford Fiesta, the next day I could be driving an Aston Martin... hopefully! I also enjoy getting to move around the different dealerships in Dundee, it is great to get the chance to speak to so many different people in the week.

BMW photography

by Matthew Scott

In all honesty, before I joined the automotive industry, I thought it was basically just sales and mechanics I had no idea a role like this was even a possibility in the industry.

I was really surprised to learn of the variety of roles that make up a successful motor group, there are so many people that have to work together in harmony to make the business successful. No matter what your interests are, I bet you could find a job within the motor industry that would suit you!

WWW.SMTA.CO.UK 49

EMPLOYING AN APPRENTICE HELPS YOU DEVELOP YOUR STAFF FOR THE FUTURE

 WE HAVE OVER 300 APPRENTICES ACROSS SCOTLAND  OUR SKILLS DEVELOPMENT DEPARTMENT HAS OVER 30 YEARS EXPERIENCE  YOU EMPLOY THE APPRENTICE AND WE’LL DO THE REST!

EMPLOYING AN APPRENTICE IS EASY! Here’s what we can do for you: 1. Assist you with recruitment and selection 2. Arrange all Skills Development Scotland funding 3. Arrange off-the-job training, we deal with the majority of colleges/training providers in Scotland 4. Conduct quarterly in-company progress reviews

Ask about our apprenticeships today! E: fraser.miller@smta.co.uk T: 0778 9264 229

MARKET INSIGHT

by Steve Coombes Ecobat

THE EASY WAY TO ACCESS THE LEISURE MARKET. With the staycation likely to be here for some years to come, “Why not supply the Leisure Market?” – says Ecobat ECOBAT Battery Technologies (ECOBAT) has been a long term advocate of wholesalers expanding their battery offering to include leisure products and develop a power storage specialism, to supplement their obvious expertise in supplying general service and repair parts.

The logic behind this leisure focus is simple: higher retail prices and a greater margin, which should be all the motivation required for wholesalers to explore the options further.

Due to increased competition and over supply, the fact is that the typical automotive battery is around the same price today as it was 30 years ago, not in real terms, but monetarily, so in truth, it’s actually cheaper. At the same time margins have reduced, which is why batteries are often considered as just another replacement part.

However, things are different when it comes to the leisure sector. Being more specialist, with fewer suppliers, competition isn’t quite so fierce, but more importantly, there is a change of mind-set from the end user. In contrast

to the ‘distress purchase’ the motorist makes when they have to replace a car battery, the leisure enthusiast is seeking to improve their ‘leisure experience’ and is therefore looking for the best solution, something they are willing to pay for.

The transition to incorporate leisure need not be complicated because, as the UK’s largest independent specialist battery distributor, ECOBAT already has a comprehensive range of options in terms of both brands, which include Exide, Numax, Lucas and VARTA, and battery types, as well as the stock to cater for any growth in demand. In addition, due to the company’s multibranch national distribution network, there is no need for wholesalers considering the opportunity presented by the leisure sector to hold a lot of stock. With this impressive portfolio and their extensive knowledge of the battery industry, Glasgow Branch Manager, Peter McBride and his team are able to serve the entire Scottish region, as well as North West England, using a combination of the company’s fleet of vehicles and carriers to reach the Highlands and islands.

As efficient energy storage is crucial to keeping key operations such as food preservation, water supply, radio/ GPS connections and room heating/ cooling running reliably, choosing the most appropriate battery relies on understanding the user’s power usage,

as well as the likely number of cycles (charge, discharge, charge) it is likely to go through.

To help wholesalers identify the correct solution for the needs of their leisure customers, ECOBAT has developed a web-based battery finder tool at batteryfinder.ecobat.tech/leisure which, by moving three ‘sliders’ that control the physical size, period of time connected to an external power source and what it is used to power, allows them to determine which leisure battery is best suited to their particular application.

Once these sliders are in position, the most suitable battery is displayed and, as well as a useful image, the battery’s part number, its dimensions, voltage and ampere hour rate are all also stated.

In addition, there is a link to the most suitable Numax ‘connect + forget®’ charger for the battery.

With such a comprehensive level of support already in place, ECOBAT makes the prospect of developing sales in the lucrative leisure sector significantly easier and more straightforward, and welcomes the chance to share the opportunities with proactive wholesalers.

For further details, please contact ECOBAT Battery Technologies on: 0141 647 9700 email: glasgow@ecobat.com or visit: www.uk.ecobat.tech

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