CHAT...June 2015

Over the past year, Chapelhouse have invested lots of time and money in ensuring the company can truly meet the needs of their customers. This quarter, we would like to

welcome the following people to the Chapelhouse Team.

NEW STARTERS

On behalf of all staff, we would like to welcome you to Chapelhouse and wish you a long and profitable future with the company.

DaviD Byrnenew Car Sales Kia Southport

Lee PhiLLiPSnew Car Sales Kia Southport

Lavinia StanaGroup

Marketing Manager

nina BurnSDatabase & Customer Contact Manager

JuLie PiLLinGnew Kia Sales

executive

Steve DaCeyCompound Supervisor

PhiL noDenSales

executive

MariuSZ ParZonKa

Service technician Compound

500x

LAUNCH WEEKEND

What do you like about the Fiat brand?it’s an exciting and iconic brand to work for. It’s dynamic, cheeky, quirky and I love the expressive styles and colours of the Italian design. The bonuses are great too!

tell us about your Fiat sales team. There’s me, Lee Philips been with us a month now and 10 years plus in the industry as a whole. Our dynamic new trainee Michael Sykes has also recently joined. He has loads of enthusiasm and is very eager to learn. Both Lee and Michael are an asset to my team and I look a successful 2015 with them.

tell us about the 500xThe 500X is a fantastic edition to fiat There are two different models to choose from, a city and an off road version. The car will attract new customers that the Fiat brand hasn’t seen before and retain current 500 customers whose circumstances have changed. It has lots of great spec, loads of room and is a potential new IO segment leader. We’re especially excited about the G meter!

What makes this car an exciting launch for Fiat? The 500X is evolving the brand into new markets and sectors it has not competed in before and it continues to build on the success that the Fiat 500 brought them in 2008. It is the next stage in ensuring the successful future of Fiat and making sure they are competitive with other brands. This year Fiat will finish with a 7% market share for the year, equating to 180,000 units.

What are the reviews saying? They seem to love it too, which is great! Auto express say “It’s a stylish and characterful addition to the crossover class” and The Telegraph “[the 500 x] offers the style of the 500 city car, but with added 4x4 attitude”

how did the launch weekebd go?Fiat set up a great dealer launch plan with some really striking POS banners. We sent e-shots out via Fiat dealer market-ing and also publicised the launch on Facebook and the Chapelhouse website. It’s such a great car and we had a great weekend..

Are there any benefits for Chapelhouse employers / friends and family interested in buying the 500x? The Fiat Privilege Purchase Scheme has special finance offers for anyone employed by the dealer group. This includes a £1500 deposit contribution and prices start from £235 per month with £235 deposit 3.8% apr on a PCP scheme for the 1.4 pop star.

James Batchelor. (2015). Fiat 500X crossover review . Available: http://www.autoexpress.co.uk/fiat/500/89455/fiat-500x-crossover-review. Last accessed 22nd April 2015. Fiat 500X | Cars. 2015. Fiat 500X | Cars. [ONLINE] Available at: http://www.telegraph.co.uk/cars/fiat/500x/. [Accessed 22 April 2015].

intervieW With

Dave SoWerBySaLeS ManaGer

intervieW With

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What are Suzuki’s plans for this year? In the UK, Suzuki have a market share of 1.62%, of that 11% is from Chapelhouse, which is largely down to a huge, loyal customer base. Suzuki customers tend to refer members of the family, their friends and neighbours, all because it’s a great product.

What are they like to work for as a brand? As a brand, Suzuki are really growing from strength to strength and with Celerio and Vitara new this year, and brand new TV ads. It is an exciting brand to work for, not only because of their marketing but the exciting range of cars they have at this moment in time, as well as their plans for the future.

What’s different about the Vitara? Why should people be getting excited?Suzuki introduced the SUV into this county in late 80s with the original Vitara. No one else had done anything like it, it was such an innovative step. Other manufacturers tried to copy with the Toyota RAV4 for example, but it was nothing compared to the Vitara.

Now they’ve brought this car into the 21st Century, I can see just the same exciting times ahead that we had in the 80s and 90s. There’s simply nothing else like it in the marketplace; it’s a very stylish car with rugged lines that really stand out. It’s completely different to anything else out there; especially when you think of the price and the level of specification.

have you taken it for a spin? What are your thoughts?I have! Very impressive drive and performance. The spec level is second to none with the radar brake support [if you’re rolling forward at a set of lights it will stop for you] and radar cruise control- [which automatically slows down if e.g. a car pulls out in front of you].

As a group we’ve extensively tested the 4 wheel drive and it is second to none, as always with a Suzuki Product. The car really needs to be driven to be believed and we have them available for anyone to come and test drive! You can also really make the car your own, with many different colour combinations and interiors.

Do you have a favourite colour combination?Galactic grey metallic with cosmic black pearlescent roof, though all colours are very stylish in whatever combination.

Are there any benefits for Chapelhouse employers / friends and family interested in buying the Vitara? There are some amazing Affinity deals available for members of staff, with savings of up to £2500 low rate PCPs 5.9% apr also available

What other news is there for Suzuki this quarter?We still have interest free deals on swifts until end of May/ start of June, and there are low rate PCPs on the Swift SZ2 for only £149 per month. Also, we still have S-Cross PCH deal at £179 per month. All of these come with great affinity deals for members of staff with huge savings.

ALL NEW

your role is new, tell us about what it entails.My role is to provide a Customer Relationship Management System that exceeds our customers’ expectations, meets the company’s strategic objectives and ensures a customer centric culture throughout the organisation. This involves ensuring the database is up to date, informative and that it helps to support both the customer journey and internal departments

A large part of my role will be supporting the call centre who remind our customers when their mot’s and services are due; acting as their point of contact and their own personal diary. We aim to offer a professional friendly approach to keeping our customers legal and on the road.

I also plan to implement a CRM strategy to encourage engagement, improve systems and provide clear access to communication portals and relevant software to support the aims, mission and vision of Chapelhouse.

CUSTOMER RELATIONSHIPS MANAGERintervieW With: nina BurnS - CuStoMer reLationShiP ManaGer

Who is in your team and what are their roles?At the moment the team includes Paula Baker, Johnathon Marcroft and Cheryl Malone. Their role will be to contact those customers who have an MOT or service due, offering advice regarding service options, ensuring customers receive ‘A great deal’ and resolving any enquires quickly and effectively. They will be liaising with our service departments to make sure we can fit the booking at a convenient time for the customer. We sometimes receive request at short notice and will do our best to fit around our customers and their lifestyles.

What is the purpose of the call centre?The purpose of the contact centre is to take the stress away from our customers making sure all their servicing and MOT needs are met, bookings made at a time that suits them in a friendly professional way.

What’s the best thing you’ve found so far about working for Chapelhouse?There are a lot of things to like about working for Chapelhouse, one that has really made an impact with me is the passion and commitment displayed by individuals to get things right for the customer and the emphasis on team-work which is cascaded down from senior managers to throughout the organisation. Although Chapelhouse is the largest private dealer, I’ve noticed they are true to their brand. They are still a family orientated business and it’s this approach which has made me feel welcomed, supported, enthused, and importantly; driven to maintain the service we offer to our customers.

What are your plans for yours and your team’s role?Our plan is simple; to exceed our customers’ expectations, enhance the service we offer and deliver a first class service.

What’s your favourite car that we sell and why?I have to say I’ve been really impressed with the Suzuki Swift. Not being the most proficient parker, as the saying goes: ‘it parks on a penny’! It’s economical, great to drive whether zipping down the motorway or being out and about around town. It looks the part, has all the gadgets you need all in one perfect package. What’s not to like?

AFTERSALES PUSH

You’re relatively new to the role, how have you found working here so far?

I enjoy it! For me, having spent many years working for PLCs it’s really nice being part of a family organisation once again. Being a multi-franchise organisation and having to ensure the benchmarks for each franchise are met, is both a challenge and an attraction. And, whilst the individual sites are relatively small compared to what I’m used to, the complexity of having different aftersales benchmarks, targets and standards means my job is never boring! As far as the team goes, as a group we have a whole wealth of talent and my aim to make sure I maximise the use of this talent and bring it all together so that it can be a real strength within the business.

What changes have been made in the aftersales department since you started?

Firstly, adopting a more structured approach to the aftersales business as a whole. This includes planning, organisation, pro-cess and measurement. For me, measurement is the key to insuring that we’re on the right track. Specifically, we have re-introduced the Vehicle Health Check, which has proved to be very successful in increasing revenue streams in both labour and parts. Eventually, this will become a mandatory check for all vehicles coming into our workshop.

With regards to customer care, staff at Southport and St Helens have just completed “Citroen and U” front of house training focussing on exceeding customer expectation. We are of course constantly looking for ways in which we can improve our overall customer journey.

What are your plans for Q2 and beyond?

We’re about to roll out the CitNow Visual Health Check System, which will allow customers to see a video of their car being inspected. The technician talks them through a vehicle health check, creating transparency and building trust. We will pilot the new initiative at our Ka site in Warrington from May. If successful, we will roll out throughout the group.

Employee of the month is something we’re looking to introduce in the near future with a monthly award for best performing aftersales employees within the group. This will form part of our reward and recognition program and will make employees feel valued, which will create loyalty. In addition, we shall be looking to employ more apprentices in parts and services going forward, with a view to “grow our own” team of staff for the future.

tell us about Chapelhouse C.a.r.S.?

Chapelhouse Customer Accident Repairs service we hope will be launched by the end of the third quarter. It offers a unique one stop shop to our customers should they be unfortunate to be involved in an accident.

Are there any benefits to staff/ friends and family if they get their car serviced/ MOT at Chapelhouse?

Of course! For all staff, friends and family, we only charge £35 per hour for labour and they also get a special discount on all parts. On top of this, they can expect all the same benefits and excellent service as our customers.

What’s your favourite brand to work with and why?

There is something that stands out about each of the brands we work with but I have to say Kia and Suzuki. The support we receive from our partners is great and both brands have exciting plans for the future. Kia’s market share is improving year on year increasing our opportunity.

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Congratulations to Tom Doyle who married Karen on Tuesday 28th April in Las Vegas ( although resisted the temptation of an ‘Elvis’ chapel! )

HIGHLIGHTS!

may the force be with you!

So far this year, car swap has been a great success. Here are the results for January and March:

Total car swap sales for January and March are up 105% so far compared to last year and 115%compared to 2013, which is a fantastic start to the year.

March’s Car Swap breakfast meeting had a bit of a Star Wars theme, with the design studio having a great time Photoshopping members of staff onto the characters’ bodies and with these results, the force was truly with all of you!

We are expecting another successful result from our MAy Car Swap car swap and with our famous “5 years 0%Finance, no deposit, no interest” deal on all used cars and lots of new models and model facelifts throughout all franchises, there is plenty to getexcited about.

CAR SWAP RESULTS JANUARYST HELENSSOUTHPORTMILNER STWIGANFOLLY LANE

134 DEALS111 DEALS46 DEALS31 DEALS41 DEALS

TOTAL = 363

CAR SWAP RESULTS MARCHST HELENSSOUTHPORTMILNER STWIGANFOLLY LANE

116 DEALS98 DEALS57 DEALS34 DEALS29 DEALS

TOTAL = 334

Run for the 96 19/04/2015

As some of you may or may not know, I am an avid runner, and have taken part in several races over the year. I am proud to say that I have also recently joined the Wigan Harriers and on Sunday, along with my brother and few friends, I took part, in the Run for the 96 5k.

Run for the 96 is a running event in memory of the ‘96 Liverpool football fans lost in the Hillsborough tragedy. As a red, I was more than happy to take on the challenge of running the 5k. I also asked friends family and colleagues to sponsor me for this wonderful cause.

The start of the race was at Stanley Park, Liverpool, which is situated between Anfield and Goodison. The atmosphere was overwhelming and struck us as soon as we arrived; runners and supporters all buzzing round in their red and blue t-shirts, cheers from the main staging area and some wonderful speeches from Margaret Aspinall, Andy Burnham, Mel C. There was also a minute’s applause in honour of the many lives lost.

The run started at 9:30 - the claxon went off and that was it, we were off! All the way round there were supporters and fans chanting and cheering, which really helped spur me on. We came through the finish line together to the crowd’s applause and all those who took part were handed out medals by the families of the 96.

I would like to take this opportunity to thank all of those Chapelhouse friends who sponsored me and my brother for the race, we are truly thankful and touched. I am happy to tell you that we had raised a grand total of £152.

CHAPELHOUSE STAFF ACHIEVEMENTS

SARAH-ELIZABETH COATES - CHAPELHOUSE GRAPHIC DESIGNER

GAMES AND PUZZLES

ANSWERS: 1) Alloy Wheels 2) Door Handles 3) Aerial 4) Fog Lights 5) Indicator Light 6) RearView Mirror

SPOT THE 6 DIFFERENCES - VAUXHALL CORSA