First up, a huge congratulations to publishers of Service Dealer, TAP, who following a long and rigorous process have this week become B Corp certified.

This is a huge achievement and one that relatively few companies in the UK have reached. Duncan, Emma, Liz and their team feel rightly proud of this significant moment and hope that other companies in our sector will also look to make sustainability a key component of their business's make-up. You can read some more about what the certification means, as well as check out some quite spectacular A.I avatars of Duncan and the team, here.

In the meantime, I'm sure everyone reading this today will want to join me in saying, superbly well done guys!

Quality customer experiences

Elsewhere, you might have already read about an exciting new addition to November's Service Dealer Conference announced by the organising team.

Confirmed to be joining the line-up that already includes keynote speaker Daryl Fielding who will be discussing branding, is the first of the day's breakout sessions.

Always popular amongst our dealer delegates, these workshop presentations take place in smaller groups, allowing both the speaker to convey their expertise, but also crucially, facilitate an environment where the dealers in the room can participate, feed back and share their own knowledge and experiences.

Today's announcement is Adrian Swinscoe who is an author, speaker and podcaster, specialising in the subject of customer experience. On his website, Adrian describes his ethos, saying, "My driving passion is helping create, develop and grow businesses that take care of their customers in the best way possible and create the great teams that are required to do that."

I must say, I think this a great booking for our event dedicated to offering help and advice to the dealer network. Now more than ever, it seems vital that independent retailers must set themselves apart from the competition.

Everyone reading this today will be fully aware that there are still some - mostly online - sellers out there who solely rely upon rock-bottom, crazy price discounting in order to grab a customer's attention. Surely one of the most effective weapons that an independent dealer can wield to compete with these bandits, is to offer a truly memorable customer experience to those who enter their store or visit their website?

For our dealer readers, focussing on customer satisfaction isn't some token, flash-in-the-pan gesture, it's an integral component of their business's DNA.

There will be so much that Adrian will be able to touch upon in his session that our readers will be able to directly relate to. I can't presume to know what exactly he'll cover come November, but when we think about what a quality customer experience in our sector entails, several notions spring to mind. 

Ideas such as building trust and credibility, offering expert guidance, giving top-notch post-purchase support, listening to feedback and adopting a policy of continual improvement are all areas that improve a customer's experience.

If a customer leaves your dealership satisfied, this is of course crucial for a bunch of reasons. Firstly it gives your dealership that differentiation in an increasingly competitive marketplace. Beyond this benefits such as repeat business, enthusiastic word of mouth testimonials and gaining a customer for life can all be argued to stem from an enhanced encounter with your company.

But like I say, I'm no expert - and indeed Adrian says he takes a radical approach to customer experience. One of the books he's written is called Punk CX (where CX means 'customer experience'). He likens traditional thinking around the subject to those prog rock dinosaurs of the 1970s, who needed shaking up by something new, daring and different like the punk rock movement that exploded late in that decade. So his take on the subject is likely to offer innovative, fresh thinking that should hopefully generate some genuinely new inspiration amongst our dealer delegates.

There are of course more announcements to come for the Conference, with further breakout sessions to be confirmed soon. So keep an eye on this Update, the magazine and our social channels to stay on top of what's in store for November. 

Service Dealer can today confirm the first of our popular breakout seminar sessions for November's Conference.

Adrian Swinscoe

Running an interactive presentation will be customer experience expert Adrian Swinscoe. Adrian is a best-selling author, Forbes contributor, speaker, investor and advisor. At our Conference he will explore what makes the customer’s journey.

Adrain is widely experienced in his field and has been growing and helping develop customer-focused large and small businesses for over 25 years. His clients have included brands such as Sky, NowTV, Apple, ING, KFC, Philips, Cancer Research UK, Talk Talk, Kramp, Intercontinental Hotel Group, Olympus, Harper Collins, the UK Gov’s Crown Commercial Service, Microsoft, Nespresso, Pearson and Costa Coffee as well as numerous tech vendors and many smaller and medium-sized businesses.

Adrian says, "I’m a huge fan of organisations that do great things for their customers and their employees and I’m a helper to many wanting to achieve their own level of greatness.

"I’m also a lover of simplicity and advocate of the human touch with a bit of really useful technology thrown in."

Taking place on Thursday 30th November 2023 at the Crowne Plaza, Stratford upon Avon, the theme for this year's event is Taking Care of Business.

On the back of two and half successful years since the company was appointed as the authorised Bobcat Dealer for Greater London, Essex, West Sussex, East Sussex, Kent and Surrey in the UK, Versatile Equipment Ltd has now been appointed to represent the manufacturer in two more counties - Norfolk and Suffolk in East Anglia.

To serve the new area, Versatile Equipment has opened a brand new depot based at Willow Grove Farm in Lakenheath in Suffolk. 

Lee Chater,managing director, and co-owner of Versatile Equipment, said, “It is a happy coincidence that the expansion of our area on behalf of Bobcat has happened as we mark our 20th anniversary as a company. Back in 2003, we were established with a dedicated focus on the supply of compact loaders and attachments and over the intervening period, we have gained huge experience in the compact equipment market in the UK.” 

Andrew Wolton, district manager UK South, Sweden & Finland for Doosan Bobcat EMEA, said, “Based on their accomplishments as a Bobcat dealer, it was the obvious choice to award the additional responsibility for Suffolk and Norfolk to Versatile Equipment. We are very impressed with the facilities at the new branch in Lakenheath, which offer excellent storage, service and showroom space as well as ample external areas.”

To celebrate the opening of the new depot, Versatile Equipment held a two-day Open Day event for local customers and families at the new premises in July 2023. Against the background of live demonstrations of Bobcat equipment, visitors were able to try out the latest mini-excavators, compact loaders, telehandlers and compact tractors, together with the array of attachments

Kubota (UK) has appointed Will Barker as agricultural and groundcare dealer manager for the East Midlands and Eastern Counties.

Will Barker

Will says he is passionate about machinery and farming, coming from a family-owned dairy farm in Buckinghamshire that operates two Kubota tractors and a utility vehicle, supplied by local dealer George Browns.

“Coming into the tractor business as a former end-user, I have an appreciation of what customers expect from their relationships with dealers,” explains Will. “And this is a great opportunity to introduce more customers to the ambitions and capabilities of Kubota agricultural and groundcare machinery.”

As part of his university education, Will joined Kubota’s marketing department as a placement student, providing him with a taste of the tractor manufacturing business. On graduating from Harper Adams University with a degree in business management and marketing, he headed to New Zealand to widen his practical experience working with an agricultural contractor.

Returning to the family farm for a two-year period, Will realised that his future in the industry was beyond the farm gates. He joined the marketing department of an industrial lighting company to gain supply chain and distribution experience, before returning to Kubota earlier this year as a regional dealer manager.

Speaking about Will’s appointment, Kubota’s agricultural and groundcare sales manager Tim Yates said: “Will’s youthful energy provides us with a great opportunity to continue supporting dealers as they continue to build on the growth already achieved in agricultural and groundcare markets across the East Midlands and Eastern Counties.”

Kramp, the agricultural spare parts and accessories specialist, has signed a new agreement with Shell Lubricants.

Through its network of 3,500 dealerships, Kramp say they will offer UK farmers access to Shell’s portfolio of heavy-duty engine oils, transmission oils and greases for use in agriculture. 

“It’s easy to think of oils and lubricants as a commodity item,” says Kramp’s assortment manager Craig Marsh, “and indeed they might cost only 1-2% of a farm’s total maintenance costs. Yet good lubricant practice is inextricably linked to lower total cost of ownership,” he points out.

“By optimising lubricant selection and choosing oils specifically designed for heavy-duty field work, farmers can also improve fuel efficiency and reduce oil change intervals," he says.

The new agreement, which has gone into effect this month (August 2023), means UK farmers will be able to order products such as Shell Rimula, Shell Tellus and Shell Gadus online or through their local Kramp dealer, for next-day delivery.

FGM Claymore have announced that Barry Goodchild has been appointed as their new area manager serving the North and Central England area.

Barry Goodchild

The company says Barry brings with him a wealth of experience in the sector having come from a previous role with Briggs & Stratton.

Neil Turner, UK sales director said, "We are delighted to have Barry join FGM Claymore,  He brings with him a wealth of knowledge and experience within the outdoor power equipment industry, so for us it was a natural fit.

"I'm confident Barry will offer a high level of service to our ever-growing network of dealers and look forward to working with him myself."

FGM say Barry will be in contact in the coming weeks to introduce himself as he starts to visit their dealers.

A favourable review in the The Independent newspaper is the latest in a string of recent appearances in national press for Cobra.

The paper featured Cobra in its best robotic mowers review, recognising the Mowbot as the ‘best for lawn finish’ and “one of the best on test”.
 
The Mowbot was also named in Modern Garden magazine as the best value, praising it for its range of cutting heights and streamlined, stylish design, describing it as “a winner with design lovers”.

MX3440V
 
Cobra mowers have received further coverage, in particular the MX3440V, which was featured in ‘best buy cordless mower’ articles in BBC Gardeners’ World and Your Home, as well as being highly recommended in the 2023 Expert Reviews Garden Awards, praising its value and stating it “punches well above its weight”.
 
Both t3 and the Evening Standard have included the brand too. With t3 endorsing the MX534SPH as the ‘best self-propelled petrol lawn mower for big lawns’, and favourably reviewing the M40SPC, with product specialist, Derek Adams, writing, “The great thing about Cobra gear is that it’s British so spares are easy to come by, and that can be a major consideration when opting for a petrol-powered garden machine.”
 
Various journalists at the Evening Standard have reviewed Cobra mowers too, with the GTRM38P, HM381 and M41C all being featured. Journalist Stuart Pritchard tried out several lawnmowers for his piece, calling the Cobra M41C a “reassuringly red grass ground-razer that comes with a pleasingly plentiful 41cm blade”. Previously named as a Gardeners’ World ‘Best Buy’, the M41C is powered by a Cobra DG350 Series engine and is hand propelled.
 
The new Cobra ride on mowers, which launched earlier this year, have also proved popular with journalists and customers alike, including a double page feature in Countryside magazine, which is received by all NFU members.
 
Peter Chaloner, managing director of Cobra, said: “It’s always wonderful to win awards for our mowers and to see our products been reviewed and endorsed so favourably.
 
“As ever, we are fully committed to supporting our extensive dealer network and doing all we can as a brand to drive business opportunities for them. Our marketing initiatives like this show we are supporting them right from the ground level; liaising with journalists and sending out products to gain the credentials that these mowers truly deserve, and ultimately generating more revenue for our dealers.”
 
Recent Cobra media endorsements also span beyond the mower range with the Independent also recognising the HT550E hedgetrimmer; Expert Reviews praising the GTRM3024V strimmer as the “best cordless strimmer for a mid-sized garden”; and the QS2500 shredder appearing in Gardeners’ World’s ‘best shredder’ review, as well as in more than 50 regional newspapers.
 

Philip Halse,​ of dealership Halse South West based in Ottery St Mary, and his son Edward have recently completed a Land's End to John O'Groats cycle ride, raising money for charity Ripple Effect, who are dedicated to facilitating change in rural Africa.

Philip and Edward Halse

Philip and Edward's journey saw them travel at an average speed of 15mph for 10 hours a day, covering a daily average of 145 miles. To aid them with this remarkable feat they had the support of Philip's wife, Jane who accompanied them along the route, ensuring they were well-fuelled with four times the recommended daily food intake at strategic stops.

Philip explains, "Ripple Effect (previously known as Send A Cow) was started in the mid 80s by South West Farmers answering a call form the Archbishop of Uganda pleading for livestock to feed war torn families in his country. As a family and business we have supported them for many years. In 2018 I cycled across the Alps raising £31,000 but at Ripple Effect’s carol service last Christmas, I felt challenged to do more."

As part of their fundraising, Philip and Edward were assisted by more than 30 machinery manufacturers, all of whom gave them an item of machinery for them to sell - allowing them to donate the full sale value to the charity. "Remarkably," says Philip, "machines to the value of £187,000 have been donated and alongside this, customers and friends have been donating to our Just Giving page, with the running total approaching £195,000. We are humbled and incredibly grateful."

Phillip says he and Edward each cycled 1017 miles in the week, starting from a rather windy Land's End during Storm Antoni. "Five hardy customers still came to wave us off," said Philip. "We took a scenic route rather than the quickest route and were rewarded my many, many miles of country roads, wonderful views but rather more hills and mountains than we might otherwise have encountered, including two of Scotland's three ski resorts!

"We were delighted to get to John O'Groats at 5.30pm on Day 7 and were pleased to see some familiar faces who had travelled north to greet us."

You can still donate to Halse South West's amazing cause, by visiting their Just Giving page.

For homeowners looking for smart convenience, Husqvarna, one of the world’s leading producers of premium garden power products, has recently launched a two-in-one battery blower vacuum for small to medium-sized gardens.

The Husqvarna 120iBV is designed to help consumers tackle any garden task with ease, allowing the user to switch seamlessly between the blower and vacuum functions, providing a sustainable, tool-free solution. Although targeted at the suburban gardener, the 120iBV features all of Husqvarna’s famous ergonomics, with extreme manoeuvrability and a robust and reliable design for trouble-free usage.

The new blower vac which joins Husqvarna’s 100-series features a brushless motor that maximises run time and provides high power performance, ensuring reliable results every time no matter the conditions. Designed with a narrow body and angled handles, the 120iBV is comfortable to hold and operate, eliminating any strain on the user.

The 120iBV includes a fully digital user interface, offering complete accessibility and seamless control. Including ruggedised buttons and LED indication, the blower vac is easy to start and handle, as well as having a MODE-wheel to control speed and an auto power-off feature to ensure the battery is well preserved and that user safety is key.

Powered by Husqvarna’s versatile 36V battery system, the 120iBV provides optimum performance from any battery from the range. The 36V battery system delivers seamless compatibility across Husqvarna’s battery products, with only one battery needed for its 36V garden tools. This provides new adopters of Husqvarna tools simple access to a wide range of gardening products from trimmers to lawn mowers and chainsaws, saving space in a garden shed whilst caring for the planet with rechargeable, zero-emission battery technology.

For more information on the Husqvarna 120iBV battery blower-vac please visit: Husqvarna 120iBV
 
 For further insights into the Husqvarna battery products or their various other products visit https://www.husqvarna.com/uk/ or your local Husqvarna dealer which can be found via Husqvarna’s dealer locator: https://www.husqvarna.com/uk/dealer-locator/ 

The new Fortis range of cylinder lawnmowers from Cobra delivers advanced lawn mower technology to bring a convenient lawncare solution with incredible cutting performance. Cobra Fortis lawnmowers are not only precision designed and reliable, but they effortlessly create a beautiful fine finish on every lawn or sports pitch they are used on.

There are four mowers in the Fortis range. Starting with a compact 14” model that is powered by a Loncin petrol engine, and then the 17”, 20” and 25” all featuring Briggs & Stratton engines for extra power for larger lawns. They are all self-propelled and have a three-way drive facility, allowing the blades to be disengaged without having to stop the engine.

Fortis mowers all feature a six-blade precision ground cutting cylinder to give the finest, most precise cut possible. The height of cut can easily be adjusted too with variants as low as 6mm and ranging up to 30mm. The finishing touch to the perfect cut comes from the steel front roller giving an enhanced definition to the iconic lawn stripes.

Convenience and comfort have also been considered as the mowers have foam cushioned handles that fold down for easy transportation and compact storage.

What makes the Fortis machines the ultimate in lawncare however, is their ability to transform into seven other machines to ensure that lawns are immaculate and healthy. The Fortis six-bladed cassette can simply be removed and replaced with another accessory cassette in the range to switch its use. Other cartridges include:

• Verticutter - lightly removes thatch build up with light, fine blades without penetrating the soil and by cutting vertically to increase turf density.
• Scarifier - more aggressive than the verticutter and can easy remove debris and dense thatch by penetrating the soil to encourages new growth.
• Dethatcher - will remove the densest layers of thatch and will collect twice as much material as the verticut cartridge. Its thick, wide spaced tines will penetrate the soil up to 6mm deep.
• Aerator - brakes up soil compaction as its blades slit the ground to allow extra air, moisture and nutrients to reach the grass roots. Ultimately, creating a healthier, thicker and more luscious lawn
• Turf rake - powerful blades both lift thatch and thinly slice soil surface to ensure maximum water, air and nutrients can flow to the roots.
• Lawn brush - features rotating brushes that easily collects light debris such as fallen leaves, twigs, grass clippings or litter and places it in the collection box. It can also be used to remove dew and light rain from the lawn to prevent fungal diseases.
• 10-blade cassette - gives an even closer finish worthy of croquet, tennis lawns and bowling greens!

It’s not just the convenience of the cartridges that makes the Fortis range so special, the cutting ability is superb and incredible precise.  

The cylinder mowers’ blades spiral around the cartridge, as such they cut with a scissor action, slicing instead of chopping like a rotary mower. This is better for the grass, as it has less impact and causes less trauma which in turn leads to healthier grass. The clean cut from a cylinder mower is less damaging for the plant and also helps prevent against diseases forming. 

Not only does this create healthy lawns, but it also gives crisply defined lines for a perfectly striped finish.

For more information on Cobra visit: www.cobragarden.co.uk

or to become a Cobra dealer, please contact Andy Marvin on: 07771 581 296 or call our sales team: 0115 986 6646 today.

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