Sandown Torque 03 19

Sandown staf f news

SPRING 2019

Take-off for Farnborough

Awards acclaim for Sandown

Starring role for YouTuber Lloyd

Landmark for staff car scheme

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Welcome

H

ello and welcome to this issue of the newlook Sandown team newsletter, which is now being produced in a digital format.

Its arrival follows a highly exciting first quarter which has seen us open our new site in Farnborough and enjoy tremendous success and recognition in the Mercedes-Benz UK Retailer of the Year awards.

Our latest location in Farnborough expands our reach into north-east Hampshire and has already been well-received by not only existing Sandown customers living there but new ones too. It also enables us to target Mercedes-Benz owners residing in the fringes of Berkshire and Surrey so it presents a fabulous incremental opportunity for the business going forward.

Like Hindhead, Farnborough is a fully-equipped and franchised Mercedes-Benz after sales centre and we have an experienced and dedicated team in situ – all of whom are committed to delivering the very highest standards of service. We wish them all the very best of luck for the future, which looks very bright indeed.

It is our collective unwavering focus on driving excellence in all areas of our representation of the Mercedes-Benz brand that was instrumental to our success in being nominated for

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Our latest location in Farnborough expands our reach into north-east Hampshire and has already been well-received by not only existing Sandown customers living there but new ones too.” four titles in the recent 2018 Mercedes-Benz Retailer Awards and winning the New Car Sales Team of the Year accolade.

While it’s great for our performance in 2018 to be acknowledged, this recognition should encourage and motivate us for the future as we build on the strong momentum we have created together.

2019 has indeed started well for all areas of the Sandown business and there is much to look forward to with some outstanding models on the way in the shape of the latest generation B-Class, GLE and CLA Coupé, together with the exciting developments on the

electric drive front in the form of the ground-breaking, new EQC and the all-electric smart.

Thank you again for your important role in Sandown’s achievements last year; it is sincerely appreciated. I look forward to our working together to build on our first quarter’s momentum and achieve yet another phenomenal year for the Sandown team!

Best wishes,

Gavin McAllister Managing Director

Marketing

New website is a hit It seems customers are getting plenty of clicks from our new website.

The new-look website boasts a more contemporary design and has been built to be more userfriendly in terms of navigation and to offer an enhanced experience when viewed on any platform, thanks particularly to its advanced optimisation on mobile phones.

As well as improved used car search and service booking functions, new features include video footage on the homepage and a social media wall relaying the latest posts.

With a 35 per cent increase in website traffic last year upping the number of visitors to almost 260,000, the improvements are particularly timely.

There was a significant rise

in visits to the website from mobile, desktop and tablet compared to 2017. A 52 per cent surge in mobile phone use, which accounted for more than 119,000 of visits, is likely to be a trend that will continue with optimisation better than before.

Social climbing

Let’s Torque Sandown’s staff newsletter is now a digital edition and has been launched with a new look and a new name – Torque.

Saving money and paper,

the new format is financially and environmentally beneficial but remains packed with news and stories from around Sandown.

The marketing team is keen to increase the Group’s followers on social media and promote more engagement with customers across all platforms.

Please send them details and photos of any interesting happenings or good news stories that may be used on our Facebook, Twitter and Instagram channels.

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Examples of excellence

Roland to the rescue A mother and daughter certainly didn’t ‘tyre’ of the service given to them by Mercedes-Benz of Guildford’s Sales Executive Roland Petit.

Roland pulled over on his way home from work to aid Mavis Jerrery and her daughter Selina, who were parked up after their car had suffered a puncture.

“We had been waiting out in the rain just over 30 minutes for a recovery service to assist us when Roland pulled over and insisted he helped to save us waiting,” said Mrs Jerrery. “He asked us to wait inside his car where it was nice and warm while he changed our wheel.”

Roland Petit She added: “I have never encountered such a kind hearted young man in all my life and nor has my daughter. I am still shocked at how lovely he was towards us.”

Slick service

Above and beyond Delighted C-Class Cabriolet customer Maria Gomez admits that she needn’t have had any apprehension after her buying experience from Mercedes-Benz of Guildford.

“I had some reservations about opting for a Mercedes but I was reassured that I wouldn’t be disappointed, which was indeed the case,” she said. “Throughout the process Tony Bennett was extremely patient but he took the time to explain the benefits of each feature and I did not feel rushed or pressured into reaching a decision.

“I am so happy with my

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Tony Bennett new car and what more can I say, except what an excellent service provided by Tony - he is a true professional who goes above and beyond to satisfy his customers.”

Mercedes-Benz of Basingstoke Technician David Hitchcock certainly made the grade when it came to delivering service to former motor racing driver Jody Scheckter (below), who is now well-known for his switch from Formula One to farming organically.

David visited Jody’s home at Laverstoke Park Farm to fill up his GLS 63 which was running dry and was then invited to run the flagship 4x4 up and down the drag strip that the 1979 F1 champion has installed on-site.

Leading Lights SQ

Shining stars Irish eyes were smiling on two members of the Sandown team whose service and teamwork shone out last year.

Mercedes-Benz of Guildford’s Sales Administrator Pippa Edgell and Brian Baker, who works in Group Maintenance at Mercedes-Benz of Basingstoke, won a two-night stay in Belfast with their partners after being named amongst the winners in the Mercedes-Benz Leading Lights programme.

The scheme involves Retailer staff throughout the Mercedes-Benz network nominating colleagues who go above and beyond the call of duty. A MBUK judging panel went through 435 nominations before deciding on the most deserving 15 winners to make the trip.

Pippa, Brian and their fellow winners stayed at one of Belfast’s top-rated hotels and enjoyed an action-packed itinerary that included visits to the Titanic Museum, a whiskey distillery and the Giant’s Causeway.

“We couldn’t have been treated better,” said Pippa. “It was a thoroughly enjoyable trip and truly memorable.”

“We had a fantastic trip to Ireland with so

Brian Baker’s favourite Carrick-a-Rede rope bridge and the Giant’s Causeway (below)

many amazing experiences and MBUK were such great hosts,” added Brian. “I especially enjoyed the Carrick-a-Rede rope bridge at the Giant’s Causeway, although I am not sure whether everyone else enjoyed my jumping up and down on it though!”

Pippa Edgell

Brian Baker

Fantastic effort and above and beyond performance. Pippa was left on her own in sales admin for the whole of September and always performed with a smile on her face. She also completed all admin for 85 used, 144 new and all the trade demos etc. Truly inspiring.

Brian Baker manages the building we all work in and what our customers see. It’s vital our building is looking 100% for our customers. Brian’s team working skill is fantastic, he supports all departments. His attitude and drive to develop each site reflects to our customer service levels.

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GDPR

Don’t be afraid to ask Almost a year after the General Data Protection Regulation (GDPR) came into force, the ramifications of the European Union’s stricter privacy law are impacting on our business.

With the advent of GDPR last May, many customers took the opportunity to opt out of receiving communications from us – indeed 39 per cent of our database told us that they no longer wished to receive telephone calls, direct mail or text messages from us, with 30 per cent declining email correspondence.

As a Group, we have done reasonably well at collecting customers’ preferences but it’s vital that everyone does all that they can to ensure our Mercedes-Benz and smart owners opt-in to our communications. And it is as simple as outlining the benefits that they will miss out on by opting out.

Without their consent, customers will not receive service reminders or our monthly newsletters and will fall outside our CRM contact programme so won’t be informed on news or updates about their own car. They will

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...it’s vital that everyone does all that they can to ensure our Mercedes-Benz and smart owners opt-in” also miss out on the opportunity to be invited to exciting events such as our golf day and the MercedesTrophy competition, track days, the British Grand Prix and a host of other Mercedes-Benz sponsored activity.

If you are already in conversation with a customer and their records show they have opted out, do not be afraid to gently remind them of the benefits of opting in.

The Marketing Department has developed a suite of reports to assist you in identifying those customers who have not yet opted in. They are also on hand to assist with any GDPR-related advice or information you require.

Awards SQ

Sales success at national awards Sandown was honoured at the 2018 Mercedes-Benz Retailer of the Year awards when it collected the top New Car Sales Team title as well as a hat-trick of other nominations.

In addition to winning the main sales award, the Group was amongst the front-runners for the overall Retailer of the Year whilst receiving nominations for the AMG and Customer Experience Team accolades.

Commenting on this success, Managing Director Gavin McAllister said: “It’s truly wonderful for all of us to receive

Pictured at the awards evening are (left to right): Keith Jackman, DP Guildford; Martin White, DP Poole; Rachael Thompson, Sales Director, Mercedes-Benz Cars UK; Gavin McAllister and Gary Savage, Managing Director, Mercedes-Benz Cars UK this recognition from Mercedes-Benz UK and we can all be very proud of Sandown’s outstanding performance.

“I would like to thank each and every member of the Sandown team for your valuable contribution to the achievement of our shared success which I firmly believe is a direct result

of the combined efforts of everyone. I’m very grateful for your consistent commitment to providing all of our customers with a professional, high quality experience at every interaction and your dedication to representing Mercedes-Benz and Sandown with passion and integrity.”

Guildford crowned Mercedes Benz of Guildford was the winner of the inaugural Sandown Group Dealership of the Year Award – narrowly pipping Richard Harwood and his Dorchester team to the title.

“The team in Guildford should be extremely proud of their performance and the consistency in H2 which undoubtedly won them the award,” said Jo Michael, Group Human Resources Director.

“The award has been a great

Keith Jackman, Mercedes-Benz of Guildford’s Dealer Principal, collects the award from Gavin McAllister, Managing Director, and receives the congratulations of the rest of the Sandown management team (left to right): Ian Holyoak, DP Basingstoke; Gareth Copling, Group Finance Director; Jo Michael, Group Human Resources Director; Richard Harwood, DP Dorchester and Chris Wells, DP Salisbury success and has brought added focus to all areas of the business.”

To celebrate their win, every

member of the Guildford team was treated to a curry lunch at the dealership and received a commemorative mug.

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Farnborough

Our magnificent seventh Farnborough is probably best known for its association with aviation and it’s here that Sandown’s newest retail outlet is already taking off.

Mercedes-Benz of Farnborough opened its doors on the Hawley Lane Trade Centre in mid-February and the dedicated After Sales facility is the Group’s seventh site.

Housed in a 5,655 square foot unit with easy access to Junction 4 of the M3, the building was previously used as a trade parts warehouse but has been transformed to Mercedes-Benz standards into a full manufacturer-approved After Sales centre offering servicing, maintenance, MOTs and parts with on-site parking for 26 cars.

A welcoming customer reception area, parts department and fully-equipped workshop featuring five ramps and a MOT/ wheel alignment bay occupy the lower level. The upstairs floor houses the staff canteen and parts department whilst the upper mezzanine floor extends

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the parts department again offering bulk oil storage and additional storage space.

“With the help of council investment, a town centre redevelopment and the building of lots of new homes, Farnborough is an up and coming place to live and work and one that is becoming more affluent,” said Brad Martin, After Sales Manager. “Our POLK data analysis indicates that there is terrific potential for us in the area amongst owners who may be using other Mercedes-Benz dealers further afield or local independent garages and without customers necessarily migrating from our other sites as our aim is to attract new business into the Group.”

Local Mercedes-Benz owners were contacted by letter and email about Mercedes-Benz of Farnborough’s opening and

additional promotion on social media has followed.

“We’ve already received some positive responses to our opening in Farnborough including quite a few walk-ins who just wanted to pop in and see us,” added Brad.

“We want to build a fantastic business here and gain a reputation for outstanding service that spreads by word of mouth but we will also be looking to penetrate surrounding areas by offering a collection and delivery service. Things have certainly started well, we have achieved a warm welcome and recorded a 100 per cent customer satisfaction index score within the first two weeks that we will be striving to maintain.”

We want to build a fantastic business here and gain a reputation for outstanding service...”

Meet the team There is plenty of Mercedes-Benz After Sales experience within the new Farnborough operation.

Leading the team is After Sales Manager Brad Martin, who spent 15 years at Guildford where he worked alongside David Lawrence, Service Team Leader, and Technician Paul Giardina.

Kevin Ranger, the site’s other Service Team Leader, has previously represented Nissan and Toyota locally, whilst Technicians Michael Brooke and Alec Labuschagne have

Members of the Farnborough team (left to right): Tim Morgan, Alec Labuschagne, David Lawrence, David Cooper, Michael Brooke and Kevin Ranger. Unavailable when pic was taken: Brad Martin, Paul Giardina and Doug Enderson. most recently worked with Volkswagen and Jaguar Land Rover respectively.

Looking after the parts operation at Mercedes-Benz of Farnborough is Tim Morgan,

who joined from Nissan.

Completing the team and providing an important link with customers are the Retailer’s drivers – David Cooper and Doug Enderson.

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New model round-up NEWS BITES

Shooting star The new CLA will be available as a Shooting Brake from September – the longer and wider model offering increased functionality and digital technology over its predecessor.

Forever young More intelligent and sportier than the outgoing model, the new CLA Coupé looks certain to maintain its ability for attracting the youngest Mercedes-Benz customers when it arrives in May.

Majestic MPV Available to order from March, the facelifted V-Class offers 9G-TRONIC automatic transmission for the first time.

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Leading the charge MBUK’s Electrify Your Retailer programme is now in full flow around the Group as the momentum surrounding the EQ brand gathers pace.

Following Poole’s involvement with the pilot, Basingstoke, Dorchester and Salisbury have all undergone the engagement phase. This involves a two day, off-site course that includes an opportunity to experience the electric range plus coaching on how best to drive an electric car for optimum performance.

Nick O’Leary, Senior Star Expert and Group Product Trainer, has also been visiting sites to assist in delivering the Qualification and Ownership interventions which aim

to overcome the potential objections and concerns about electric vehicle ownership. He has been ably assisted by the CRM’s Scarlett Garton, who has been playing the role of a potential customer.

Just days after Mercedes-Benz showcased the EQV - the first purely batteryelectric people mover in the premium segment – at the Geneva Motor Show, Basingstoke underwent its final assessment ahead of being certified EQ ready. With Hindhead and Farnborough scheduled for the engagement phase, the Group as a whole will be certified EQ ready at the end of the year and in time for the arrival of the EQC (below).

New Trade Parts Key Account Manager Donna Engels reveals more about her switch from South Africa to the south of England.

How long in motor industry? 19 years What was your connection with Sandown previously? I worked for DaimlerChrysler at its main distribution warehouse in Durban, South Africa and Sandown was one of our biggest customers.

What does your job entail? Mainly customer service and making sure Sandown is offering the best service to customers and ironing out any issues that may arise. The guys in the Parts Departments, not only the Trade Hub, handle most of the queries but the majority of customers like to see someone who represents the Company and appreciate that personal touch.

What do you enjoy most about your job? I enjoy the travel and talking to different people. Customers appreciate the small gestures that Sandown does for them, even something simple as giving them some pens. The motor trade is a tough place to be in any capacity, but what it boils down to is good customer service and minimal errors.

What do you miss most about South Africa? My family and the weather.

What do you like best about the UK? The great history and the freedom to go wherever you want.

What do you do in your spare time? I try and keep fit, go to the gym, go for walks or take the bicycle out – I love being outdoors and seeing what nature is around.

QUICKFIRE Favourite Merc: A 45 AMG Favourite holiday destination: Dubai Which 3 people living or dead would you invite for dinner? Anthony Hopkins, Princess Diana and Sir David Attenborough.

Your ultimate 3-course dinner would be: I’m a simple girl, I love a braai (BBQ) and some cold beers.

Favourite tipple: Mainly beer, but also G&T or Johnnie Walker Green on ice.

What would you put in Room 101?

Animal abusers What would you do if you won the lottery? I would first make sure my family were sorted out financially, then I would invest some, buy property and gold and make a donation to the NHS. I’d use the rest to have an open end ticket to go around the world.

Tell us a fun fact about yourself: I have a slight obsession with trainers, watches and sunglasses.

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Events

Sales success Our February sales event proved to be a Big success with almost 200 cars sold.

The four-day Big Event was rebranded and 395 customers raced to book appointments and visit showrooms decorated with a F1 motorsport theme.

Almost 50 per cent of these visits were converted as 197 cars were sold, so well done to everyone involved.

Event goes like a Dream We will be staging another Dream Car event this summer following the success of the latest Mercedes-AMG driving days at Champneys Forest Mere Resort.

Forty customers were invited to enjoy a relaxing test drive in the car of their dreams but also had the opportunity to sit back and savour a relaxing hand, arm and head massage from a Champneys therapist.

Up for the cup The team at Mercedes-Benz of Dorchester is excited to be continuing its partnership with Weldmar Hospice.

Keep your eyes peeled for all the great events we will be a part of including the Big Dorset Cuppa in June, Midnight Walk in July and many more!

Blaze of glory The partnership between Mercedes-Benz of Poole and its nearby David Lloyd fitness centre is certainly in great shape after being renewed.

The Retailer has an A-Class on display outside the Centre, where it will be strengthening its link with involvement in the soon-to-open Blaze full-body workout studio.

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First-class posts deliver After working with cars throughout the week, you could be forgiven for thinking that Lloyd Freeman might prefer to focus on something else at the weekend.

However the Service Team Manager likes nothing more than taking some work home with him in the shape of the latest Mercedes-AMG models to film for his YouTube channel.

Lloyd produced his first vlog by himself just over a year ago but now his hobby is escalating and he’s got a couple of Mercedes-Benz of Poole colleagues to thank – Customer Support Executive James Stevens, who does most of the filming, and Dealer Principal Martin White, who provides the subject for the videos in the shape of the Retailer’s demonstrators.

“Martin’s pro-active approach to any form of networking and social media activity really helps with the exposure for the Group and he’s been very supportive by providing the cars as without them there would be no reviews,” explained Lloyd.

The first video of the E 53 AMG brought instant success and achieved more than 20,000 views within a few days of being posted.

“It was a new product at the time and we reviewed it nice and early when there would have been a lot of people heavily searching the model online but its popularity made

me realise that this could turn into something a lot bigger than expected,” he added.

Lloyd and James devote at least nine or 10 hours to filming the cars but it then takes the former a further 16 hours to edit them before uploading – a skill that has been all self-taught.

The duo won’t have many spare weekends ahead with plans in the pipeline to review the new A 35 AMG, EQC and the latest-generation GLE to add to their latest offering on the Mercedes-AMG GT 63 S four-door coupé. They are also hooking up with the Sandown-sponsored ProTechnika Motorsport team to film their participation in this year’s GT Championship.

Lloyd concluded: “We would love to branch out and review other brands but in the meantime, it’s definitely a very exciting year ahead when hopefully we can generate even more exposure and subscribers for the channel.”

View Lloyd’s channel

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Human Resources

Benefit from our industry charity Ben is an independent charity and dedicated partner to the automotive industry, providing support for life for the estimated 800,000 people working within the sector and their family dependents.

Founded in 1905 before the rise of the motor industry to initially help those working in cycle trades, Ben is focused on delivering free care and support through working and later life to anyone employed in an automotive role who requires it.

Employees of the Sandown Group have benefited enormously from the support offered

by this incredible organisation over the years.

Amongst the many services available from Ben is a free, confidential helpline and support initiative that works with individuals to help them overcome life issues and empowering them to make positive change.

The charity provides tailored support plans, case management and interventions such as counselling, life coaching and financial assistance.

For further information on the support on offer from Ben, please visit www.ben.org.uk or call its confidential helpline on 08081 311 333.

100 up

Wanted Volunteers are required to play their part in maintaining workplace safety around the Group.

The Company is seeking volunteer fire wardens and first aiders and will provide full training in work time for all those wishing to take up the roles.

Please e-mail debbie. beamish@sandown-mercedes. co.uk for further details.

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Mercedes-Benz of Poole’s Customer Support Executive James Stevens recently became the 100th employee to collect a shiny new car through the Staff Retail Purchase Scheme and celebrated the landmark in style.

James ordered his AMG Line A-Class in the latest Mercedes-Benz colour of ‘Denim Blue’ and, with the encouragement of his colleagues, marked the occasion of his handover by dressing head to toe in denim.

If you are interested in purchasing a car through the scheme or would like more information, please contact Scheme Manager Karen Godwin at karen.godwin@sandown-mercedes.co.uk or any member of the Human Resources Department.

Key pension deadline looms Minimum workplace pension contributions will soon be increasing.

The minimum amount paid into your workplace pension is soon going to rise and employees only have until the beginning of April to make a decision on their contributions.

As a result of this nationwide statutory change, Sandown employer’s contribution will also be increasing meaning that your total contribution to your pension will stand at 8%.

The table above shows what the base contributions are, and the dates they will rise.

The minimum contribution level is based on pensionable pay and pensionable pay is at least equal to basic pay but employees can also choose to contribute more than the minimum amount if they wish.

The Sandown Group decided to establish the scheme using salary exchange which means that your pension contribution is deducted before tax deductions are made and therefore both you and the Company will pay lower income tax and National Insurance contributions. However this may have an impact on benefits directly related to

Date effective

Employer minimum contribution

Employee minimum contribution

Total minimum contribution

Currently until 5 April 2019

2%

3%

5%

6 April 2019 onwards

3%

5%

8%

your salary (eg life cover), state benefits that are impacted by the National Insurance contributions that you pay, mortgage calculations and future pay rises.

If you do not wish for your pension contributions to be made via this method, then you can opt out and your contributions will then be deducted as a gross pension contribution. Please note that if you decide to opt out of the workplace pension scheme then the Sandown Group is no longer obliged to contribute to a pension for you.

Lewis Investment

provides ongoing advice and management of our workplace pension scheme.

If you wish to opt out, please obtain the necessary form by emailing lewis@ careypensions.co.uk For further advice regarding these changes or your options within the pension scheme, then please contact Nikki Farrar or Matthew Pike on 01202 718400 or email workplacepensions@ lewisinvestment.co.uk

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Charity

Close-knit teamwork for charity Sandown staff jump-ered at the chance to raise money for Save the Children and get into the Christmas spirit.

All sites took part in the charity’s Christmas Jumper Day and collected donations from their participation. As our photos show, there were some fantastic festive fashions on show.

Poole

Guildford

Basingstoke

Salisbury

Food for thought Mercedes-Benz of Guildford supported the food bank appeal of its local Salvation Army in the run-up to Christmas by setting up a showroom donation point.

Many thanks to all those who donated items to help those in need over the festive season.

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