At Service Dealer we're proud of the links we have made with our friends in the outdoor powered machinery industry and dealer trade across the Atlantic.
A new connection we made this past October at Equip in Louisville was with Jason Huber, owner of Central Equipment based in Lexington, Kentucky. You can watch Jason chat with our owner Duncan Murrary-Clarke and with UK dealers Pete and Emma McArthur from Strathbogie Forest & Garden here in our Digital Special report - but Duncan recently reached out and caught up with him again via video call, to take the temperature of the current situation for dealers over there.
Jason Huber
Speaking obviously from his own point of view, Jason began by stressing just how busy his dealership has been so far this year, but also just what an impact tariffs are having on how everyone operates. Just one example of how they are impacting his operation is the fact he needs to completely update his parts prices on weekly basis due to all the changes - a clearly incredibly time-consuming process.
Machines for service in Central Equipment's yard
At the heart of the discussion though, was a growing sense of disconnect between certain manufacturers and their dealers. Jason described a shift away by some from the close, relationship-driven approach that historically underpinned dealer networks, towards a more corporate, top-down model.
However, he did stress that sentiment wasn't universal and that other manufacturers have both active and strong communications and partnerships with their dealer base - and indeed those are the ones that are experiencing the most growth. These manufacturers who are doing it right he said, are placing great emphasis into dealer relations, creating Dealer Advisory Boards and growing partnerships with their brands.
Where there is a disconnect though, with manufacturers not being as proactive as they should, this is being felt most acutely when it comes to product issues and aftersales support. Where certain manufacturers were once quick to engage, investigate and resolve faults, there is now frustration at slow responses and a perceived lack of accountability.
Alongside this, there is a broader structural shift underway. In the US, manufacturers are increasingly acquiring distributors and consolidating control, reducing the independence of the traditional supply chain.
That theme of control extends into dealer agreements too. Jason highlighted growing pressure from some manufacturers for dealers to upgrade facilities, expand locations, or meet stricter corporate standards, often with limited flexibility.
Another area of tension is the evolving route to market. Investment in logistics, data and direct-to-customer capabilities is accelerating. Automated distribution centres and sophisticated fulfillment systems point towards a future where manufacturers could, if they chose, bypass traditional dealer channels more easily.
Yet, the US experience also offers some reassurance. Jason was clear that strong dealerships with deep customer relationships are still thriving. In fact, he described how his business has grown significantly after parting ways with a major brand, underlining that loyalty often lies with the dealer, not the badge above the door.
There are also clear opportunities emerging around digital marketing and data utilisation. US dealers, particularly larger operations, are investing heavily in tracking customer journeys, measuring campaign performance, and automating communication. The focus is shifting from simply generating enquiries to understanding conversion and lifetime customer value.
Finally, a more universal concern we heard was the future shape of the dealer network itself. With an ageing dealer base and questions around succession, there is unease about how many independent businesses will remain in the years ahead. As numbers potentially decline, the balance of power could tilt further towards manufacturers.
I guess the key question today, is can our UK and Ireland dealer readers recognise any of what Jason is talking about in their own businesses? Are there direct parallels to be drawn or are circumstances markedly different over here. If you have any comments or thoughts on any of the subjects raised, please leave your comments below or drop me a line.
It was fascinating conversation and we thank Jason for his time and hope to continue our dialogue on a regular basis - perhaps in the future with some UK dealers on the call.
International viewpoints
It's so valuable for us here at Service Dealer to have these transatlantic connections, as they allow us to offer a global perspective on the industry to our readers.
As well as hearing from Jason, we have of course, established a great relationship with the folks at dealer training experts Bob Clements International - with Sara Hey contributing a column to our magazine each issue. Sara keeps us up to date with the advice they are imparting to their U.S dealer clients, covering universal topics that our readers can learn and benefit from.
On top of this, we truly value the strong connection with have made with the organisers at Equip, the world's largest trade show for outdoor powered equipment. The team at the OPEI who put together the awesome event each October, are so helpful and open with us when we visit, making sure we have full access to the show and its surrounding events - and instrumental in the compilation of our Digital Special Report.
And at the show last year, Service Dealer held for the first time an on-stage discussion in the huge main arena with NAEDA, the North American Equipment Dealers Association. These guys represent dealerships large and small across the USA and Canada, so they truly know what issues businesses are facing at the sharp end of the industry.
We believe that it's through these relationships that we’re able to bring real-world insights back to our pages - not as distant observations, but as practical, relatable experiences that UK dealers can both find fascinating, but importantly also learn from. While details may differ, the core challenges and opportunities are often remarkably similar on both sides of the Atlantic - and it’s in sharing that knowledge that we aim to benefit you, our valued dealer readers.
