Aftermarket September 2022

T his business can take its toll on relationships. No, I’m not talking about your nearest and dearest, I’m talking about your suppliers. I’m thinking about those companies you spend thousands a month with. In my Mission Statement I mention these businesses. Unusual? It shouldn’t be; These companies are our life- blood. These relationships need to be treasured, and you should nurture their teams like your own staff. Stop and think, are you respectful to each of their employees each time you connect? If not a yes, why not? Firstly, are these not just basic manners? I know that the day-to-day stress of wrong parts is frustrating, and I also appreciate that that is somewhat of an understatement, but did your supplier really get them wrong on purpose? The ever-changing model make-up is a huge challenge. We should take ownership of this relationship; It is as much our responsibility as theirs. It must therefore be equally our responsibility to make it to go well. A great supplier relationship is a massive benefit for a garage, and in my opinion, is more important to our success than theirs. The guys and girls on the phone are most likely doing their best for those that are respectful, nice and treat them well. Is that you and your team? Or do they see your phone number pop up and no one wants to take your call. What do they say about you and your garage when they put the phone down? Does this reflect your branding? Are you the first garage they think of when something good comes along? It will, you know, occasionally. What about when a technician comes for an interview; I’m sure they will chat to the supplier and ask what they are like. Would you be proud of how you are described? Would that tech then want to come work and for you? Professional manner Sometimes you do need to make a complaint. This should be done, surely, in a professional manner and done to the person who can actually make those changes. Shouting is always unacceptable in my book. In a restaurant you would ask for the manager rather than the waitress/waiter to complain, so why are parts guys any different? If you become so exasperated that you feel you cannot work together, just close your account in a professional manner. At Christmas (yes, I mention the C word), do you wait for your present like a petulant child? Do you then moan at what you get? Do you expect a supplier gift? “I spend thousands a month and all I get is a …blah blah.” Are you not making yourself the child in this relationship? That can never be a good place to be. Finally, yet another reason to treat them well. Do your staff (and your blood pressure) want to witness you effing and jeffing on the phone? That is just not nice for them. So, make a change. Take these steps to minimise these day to day pressures: 1. Pre order, get organised 2. Look up the parts yourself, ultimately you know what you want 3. Take responsibility 4. Build in a time lag in case of issues 5. Take more responsibility 6. Say “thank you” and “great service” when it is going well. Remember, fundamentally when things go wrong does your supplier want to help you get it right in the soonest possible time or are they solving the same problem for another garage? Take control of your supplier relationships and you will see the best of them, and you will be the biggest winner. Remember in each corner of your work we need professional not profession – the motor trade deserves more but we need to change to get it. 16 AFTERMARKET SEPTEMBER 2022 BUSINESS/THE GARAGE INSPECTOR GRADUATES www.aftermarketonline.net WHAT IS YOUR RELATIONSHIP LIKE? Rebecca is back, and wondering how you get along with suppliers BY Rebecca Pullan, Carmaster Garage