FRESH PERSPECTIVES Insightful commentary on the industry by Service Dealer Editor, Steve Gibbs
We'll be saying hello to some familiar yet new faces in Service Dealer magazine next year, offering us fresh perspectives on running a successful dealership.
No visits anywhere for me this week, it's been head down, getting the next issue of Service Dealer magazine completed - and I can confirm it's a cracking issue to kick the new year off with!
Articles to look forward to when it drops onto your mat include a full report on the recent Service Dealer Conference, with summaries of all the sessions. Also we give coverage to all the winners of the Dealer of the Year awards.
Elsewhere we feature another Q&A with a leading dealer, look forward to January's LAMMA and BTME exhibitions, and reflect both on the recent SALTEX and Italy's EIMA show.
As well as all the regular features you've come to expect, we have a couple of new hellos for 2019 in the mag. Firstly, we will be hearing from our new Dairy Of Season contributors, Briants Of Risborough. I'd like to thank Chris and Bex from Briants for agreeing to chronicle the course of the coming year for their dealership in Service Dealer. It's a feature which I know dealers enjoying reading and I'm sure Briants will provide a fascinating and insightful look into the running of an independent specialist.
Also I'd like to take this opportunity to thank Emyr Jenkins of Jenkins Garden Machinery for contributing so candidly to the Diary feature throughout 2018. It has been a pleasure working with him and I'm sure all our readers appreciated following how his business fared during the course of what proved to be a most eventful season.
Another new face to the magazine will actually be familiar to anyone who attended the conference in November. Sara Hey from the specialist dealer training company in the States, Bob Clements Inc, will be contributing a column each issue. Sara will be offering advice to dealers from a transatlantic perspective, giving tips on methods you might like to try to run your business more profitably.
It was fascinating hearing Sara speak at the Oxford Belfry last month, recognising just how many parallels there are between managing a specialist outdoor powered machinery dealership both here and in the U.S. Obviously there are differences in the specifics sometimes, but generally speaking the principals remain the same which ever side of the Atlantic your premises are located upon.
Last week for example when I was talking in this Update about the value of self promotion for dealers, I know these are questions which Sara's company has been asked by American dealers recently - just what percentage of your sales should be spent on marketing?
Sara answered this query from a U.S dealer in her blog saying, "There is a simple rule of thumb in dealerships when it comes to how much you should spend on marketing. If your dealership is less than 5 years old, or if you have brought on a new major line in the last five years, in most cases or depending on your margins, you should spend 5% of your gross revenue on marketing."
Sara continued, "Let’s say, for simplicity’s sake, ABC dealership has generated a total of one million dollars over the last year. In this example, this pretend dealership has been in business for four years, so we will assume that 5% of the gross profits are going towards the marketing budget. That is $50,000. That is a lot of money. In most dealerships, you could get an entire additional employee for your marketing budget. In order to justify this, we have to be sure that our marketing money is generating us as much as an employee would."
I'd like to extend my gratitude to Sara for agreeing to share her insight with us in Service Dealer throughout 2019 - it's a column which I'm sure all our readers will look forward to perusing each issue.
Finally, as ever throughout next year, we'd love to hear from you, our readers, as much as possible. So please always feel free to contribute to surveys, leave comments on this Weekly Update or drop me a line. It’s your magazine.
Videos are now available to view from this year's Service Dealer Conference & Awards.
A selection of videos are now available to view from this year's Service Dealer Conference & Awards.
We have collected all the films taken on the day and have uploaded them for your viewing pleasure and convenience on the Service Dealer website.
There you will find a selection of the presentations given at the Oxford Belfry, including this one from futurist, Ed Gillespe . .
Also available are several backstage interviews with some of the day's speakers as well as sponsors of the event. Here for example, is a chat with farmer James Price who spoke about what he expects from dealers he does business with.
As well as these, we have clips of all the winning dealers being announced and presented with their prizes. Here is Gayways winning the Garden Machinery Dealer of the Year title.
Appointment will see three of The Burdens Group’s depots become official stockists and service support dealers for KUHN’s range of agricultural machinery.
The appointment, which is effective immediately, will see three of The Burdens Group’s depots become official stockists and service support dealers for KUHN’s wide range of agricultural machinery.
“We are pleased to welcome Burdens as an official Kuhn dealer,” explains Sian Pritchard, managing director of Kuhn UK. “With 62 staff located across its three depots in southern Lincolnshire, they are ideally placed to provide expert sales and aftersales support to Kuhn’s customers in the region. We look forward to a long and successful partnership with all their staff and customers, who I know will benefit from their professional approach to customer service.”
Commenting on behalf of The Burdens Group Limited, John Southern, managing director said, “We are really excited to be able to add the highly respected brand to our product portfolio. Their wide product range will further enhance our product offering, allowing us to more fully meet the needs of our arable, livestock and groundcare customers, as well as our vegetable growers, from the Lincolnshire Wolds in the north, beyond Newark and Grantham to the west and down to Peterborough in the south.”
This week's WEB ONLY story is that Crawfords will now will take responsibility for sales, service and after sales support for West Sussex, East Hampshire and South Surrey - areas previously covered by A J Seale Ltd.
According to figures issued by the AEA, UK registrations of agricultural tractors (over 50hp) dipped below last year's level in November, with a total of 711 machines registered.
According to figures issued by the AEA, UK registrations of agricultural tractors (over 50hp) dipped below last year's level in November, with a total of 711 machines registered.
Year to date figures show 11,253 units registered though, which equates to a +5.4% change, compared with January-November 2017.
Stephen Howarth, agricultural economist at the AEA, explained the dip in November this year, saying, "Registrations were somewhat raised in November 2017, due to the approaching entry into force of the Mother Regulations, and this year's figure was otherwise the highest November number since 2011.
"The total for the year to date remained around 600 units up on the same period last year."
Ibcos Computers have congratulated four of their customers who received the prestigious Dealer of the Year Award during the ceremony held at on November 15th.
Ibcos Computers Ltd have congratulated four of their customers who received the prestigious Dealer of the Year Award during the ceremony held at the Oxford Belfry Hotel in Thame, Oxfordshire, on Thursday, November 15th.
RBM Agricultural who won Farm Machinery Of The Year were one of Ibcos's winning dealers
This year, Ibcos was also an Networking Sponsor. Their team had a stand in the main hall during the conference, where everyone gathered for reception, coffee breaks, lunch, and post-conference refreshments. Following the conference, the Ibcos team joined everyone else at the awards ceremony to honour all the winners.
“I’d like to congratulate to all the winners of the 2018 Service Dealer Awards,” said Collette Convery, the managing director at Ibcos. “As always, it’s great to see our customers on this list. We’re also very proud to take a much more active role in the event this year. It’s an opportunity for us to meet our customers and other dealers in person and learn about their challenges and victories first-hand.”
This is the digitised version of its book “How to Work with a Chainsaw” and contains step-by-step guides, animations, videos and more - all accessible through a computer or smartphone.
For many years, the company has provided instructional books used widely in forestry schools and courses on handling a chainsaw. Now, through a worldwide digital release, parts of this educational material becomes accessible for everyone, everywhere through smartphones and computers. Husqvarna Chainsaw Academy was developed with a mobile-first approach which means it can be used as a companion when out in the forest, helping professionals and amateurs get more out of their equipment.
The service contains basic guidelines on a variety of subjects relating to forestry work and chainsaw usage, focusing on how to fell a tree. The website offers an introduction to the important things one needs to know in order to fell trees safely, with step-by-step guides, easy-to-understand animations, videos, checklists and recommendations. Through this material, says Husqvarna, the user gets a fundamental overview of all the main aspects of felling a tree - from preparation and safety to felling, limbing and crosscutting.
By sharing knowledge accumulated over 60 years of chainsaw manufacturing, the service increases awareness of the safety aspects of chainsaw use.
“With the Husqvarna Chainsaw Academy we are digitising our knowledge on chainsaw use and making it accessible for anyone who wants to know more about safety and performance when using a chainsaw. We know end-customer behavior continues to shift towards mobile, which is why we developed the content for smartphones, so that it is easily accessible whenever, wherever. However, it is still essential to go through proper chainsaw safety training with a qualified instructor and check what rules and regulations may apply in your country”, says Hanna Nordquist, Global Brand & Communication Manager.
At BIGGA's trade show for golf greenkeepers, STIHL will be exhibiting its full range of grounds care products, including its new range of professional lawn mowers.
STIHL have announced that they will be attending the British and International Golf Greenkeepers Association's BTME exhibition for the first time in 2019.
Taking place at the Harrogate International Centre from January 22-24, STIHL will be using BIGGA's show aimed at the golf greenkeeping sector to showcase its full range of grounds care products, including its new range of professional lawn mowers.
RM 756 GC
The company's full range will be on display, including the RM 756 GC, the RM 655 RS rear roller mower and the RM 4 RTP mulching mower. All created for professional use on larger areas, each mower within the collection is described by the company as being built for maximum durability and comfort for prolonged use.
Features of the RM 756 GC professional lawn mower include a solid mono handlebar that makes emptying the 80-litre grass box simple, whilst low vibration figures allow the mower to be used in comfort for a full working day. In addition, it comes with a 3-speed gearbox and a brake blade clutch mechanism to increase working speed and reduce machine down time. The deck housing is made from high quality magnesium to maintain durability and reduce weight, where as the full size polymer deck insert offers impact protection, further improving durability.
The RM 655 RS benefits from a stainless steel driven metal roller. Fitted with a mono-comfort handle as standard, the body design of the new mower allows for easy access and maintenance of working parts such as drive cables, pulleys and the drive belt. The optimised rear deflector flap works with the mono-comfort handle, improving access to the grass box and making emptying easier. The unit also features Blade Brake Clutch (BBC).
The RM 4 RTP is a 1-speed drive mulching lawn mower. The company says the self-propelled machine features anti-vibration elements, skirt protectors and a powerful engine. Features such as SmartChoke, double ball-bearing wheels and excellent grip aid operation while front and rear carrying handles aid transportation.
STIHL will be located on stand 108 in the Blue Zone at BTME.
Two new hands-on machinery mechanics courses for professional end users have been added to Reesink Turfcare’s training offering for next year.
Two new hands-on machinery mechanics courses for professional end users have been added to Reesink Turfcare’s training offering for next year.
The two new courses, Air-cooled Engines and Basic Electrics and Hydraulics, have, says head of turfcare training at Reesink Neil Adams, been added according to demand: "With these two courses we’re going back to basics. There's so much technology used in machinery maintenance now with diagnostics tools and the like and while that is incredibly helpful, our customers are telling us they want to learn the foundation of these subjects such as how to do a complete engine strip down. Both courses offer a solid start for those new to the industry and a fantastic refresher course for those with a few more years under their belt."
The one-day Air-cooled Engines course covers understanding the operation and function of a four-stroke engine, learning how to identify components and operate in-line diesel injection and petrol fuel systems, and diagnosing and repairing common faults associated with modern engines.
The two-day Basic Electrics and Hydraulics course includes understanding and reading electric and hydraulic symbols and schematics, how to use and demonstrate safe practices with electrical instruments and test equipment and how to diagnose and repair electric and hydraulic systems failures effectively. In addition, battery operation and construction, basic electric theory including Ohm's Law, electrics and hydraulics safety and hydraulic oils and contamination procedures will also be covered.
Further information such as dates, which start in February for Air-cooled Engines and April for Basic Electrics and Hydraulics, can be found at Reesink's website. There, turfcare professionals and employers keen to offer staff the opportunity to learn and expand their areas of interest and need, will also find all the details on Reesink’s range of vocational training for land-based disciplines delivered with Lantra, the national awarding organisation. Alongside that is City & Guilds training and Toro and TYM manufacturer-backed turfcare machinery training.
Neil concludes: "These two new courses bring the total number of courses offered by Reesink to eleven, that's one of the biggest selections from a distributor and is something we're incredibly proud of. There's something to suit everybody, at every level, whether they work in the golf and fine turf sector, sports or grounds sectors.
“Our range of training courses demonstrates our belief in continuously improving standards in the industry. We aim to make training convenient with some courses delivered at the trainees’ working premises, too, using familiar equipment in a familiar environment. This set-up means it could not be easier for customers to develop and invest in their employees.”
Chris Lowe will be responsible primarily for supporting Economics Department in the collection, analysis and circulation of data and statistics about the UK agricultural machinery market.
The Agricultural Engineers Association (AEA) has announced the appointment of Chris Lowe in the newly created role of data assistant.
Operating out of the Peterborough head office, Chris will be responsible primarily for supporting the AEA’s Economics Department in the collection, analysis and circulation of data and statistics about the UK agricultural machinery market. He will also be producing standard and bespoke reports for the member companies participating in the schemes.
Having previously worked as an insurance advisor and a reconciliation analyst, Chris has a passion for dealing with data and for working and communicating with a wide variety of people.
Chris said "I am looking forward to assisting with the development of this new role and to help build on the excellent reputation of the AEA. I am also looking forward to being part of such a professional, knowledgeable and friendly organisation and assisting members wherever I can."
Ruth Bailey, AEA director general and ceo said, "We are absolutely thrilled that Chris has joined us. Chris’s analytical skills are superb and with his background in customer services, he will be a true asset to our already very much member focussed economics team. Chris will be able to interact with and assist our members with their individual statistics requirements as we move forward to become a data and information-lead Association."
In the fourth quarter, farm machinery sales in the Americas made further gains while construction-equipment sales continued to move higher.
Deere & Company reported net income of $784.8 million for the fourth quarter ended October 28, 2018, or $2.42 per share, compared with net income of $510.3 million, or $1.57 per share, for the quarter ended October 29, 2017.
For fiscal 2018, net income attributable to Deere & Company was $2.368 billion, or $7.24 per share, compared with $2.159 billion, or $6.68 per share, in 2017.
Affecting results for the fourth quarter and full year of 2018 were adjustments to the provision for income taxes due to the enactment of U.S. tax reform legislation on December 22, 2017 (tax reform). Fourth-quarter results included a favorable net adjustment to income taxes of $37 million, while the full year reflected an unfavorable net income tax expense of $704 million. Without these adjustments, net income attributable to Deere & Company for the fourth quarter and full year would have been $748 million, or $2.30 per share, and $3.073 billion, or $9.39 per share, respectively.
Worldwide net sales and revenues increased 17 percent, to $9.416 billion, for the fourth quarter and rose 26 percent, to $37.358 billion, for the full year. Net sales of the equipment operations were $8.343 billion for the quarter and $33.351 billion for the year, compared with respective totals of $7.094 billion and $25.885 billion in 2017.
“John Deere has concluded another solid year in which the company benefited from a further improvement in market conditions and a favorable customer response to its lineup of advanced products,” said Samuel R. Allen, chairman and chief executive officer.
“In the fourth quarter, farm machinery sales in the Americas made further gains while construction-equipment sales continued to move higher, helped in part by our Wirtgen road-building business, whose financial contribution has exceeded our original forecasts. At the same time, the company has continued to face cost pressures for raw materials such as steel, which are being addressed through pricing actions and ongoing cost management.”
Added Allen, “The company’s strong performance has allowed for significant investment in new products, services, and technologies. In addition, the company in 2018 returned almost $1.8 billion to shareholders in higher dividends and the repurchase of over $900 million of stock. These steps reflect the strength of the company and our optimism about its future prospects.”
JOBS
FGM CLAYMORE Area Manager - Midlands / Wales / North of England
An exciting opportunity has arisen for a sales representative to join the FGM Claymore team.
An exciting opportunity has arisen for a sales representative to join the FGM Claymore team.
Working with a well-established network of specialist dealers, representing market leading products. To present, promote and sell products to existing and prospective customers and be eager to establish, develop and maintain positive business and customer relationships.
The successful applicant should be enthusiastic and self-motivated, and will have a proven track record in the Outdoor Power Equipment Industry.
An attractive remuneration and benefits package will be commensurate with the position and experience of the successful candidate.
Please write in confidence with CV to:
Paul Butterly FGM Claymore Waterloo Ind. Estate Waterloo Road Bidford on Avon Warks B50 4JH
Central Spares have launched two of their biggest pre-season campaigns to date, on pre-season orders for Briggs & Stratton parts and the very popular Gardencare machinery range.
Central Spares have launched two of their biggest pre-season campaigns to date, offering some of the best terms in the industry on pre-season orders for Briggs & Stratton parts and the very popular Gardencare machinery range.
Customers can benefit from some of the most competitive prices available as well as enjoying additional benefits, such as extended payment terms, free delivery and gifts, plus locked in pricing. Grant Aubrey, Central Spares General Manager says “This seasons’ terms are our best ever and have been received exceptionally well. We are urging any customers who have not yet done so to check out our terms and sign up for these deals before the window closes. Don’t be put off by large amounts of stock or big bills to pay as there are options for staggered delivery and delayed payment to help you. By qualifying for the Briggs locked pricing means you will guarantee yourself security and save money all year. This reliability in such an uncertain time for all businesses means one less supply issue to worry about.”
Gardencare machinery range, update - Grant continues, “We have been blown away with the level of interest by dealers in this well known and solid domestic machinery range. From speaking to customers, the things they like are the visual appeal, build quality and small detail such as GT transmissions on mowers and the brilliant butterfly heads supplied with brushcutters and multi-tools. An area we underestimated is the popularity of the Kawasaki options which are fantastically priced against its rivals, whilst retaining good margins for our customers. Our mission is to be a dealer only brand and keep out of the big retailers. Please support our dealer only strategy by considering our pre-season offer. The offer can be viewed in our current Winter Promotions or contact us for a copy – 01202 882000 or sales@centralspares.co.uk
Thank you for your business and Seasons Greetings from the entire team @Central Spares.
Battery and Robotic products present new opportunities for service revenue.
As we approach the core winter servicing season workload shifts from the showroom to the workshop, where profitable revenue can be driven. Conventional petrol products provide a well-known channel for service revenue, however Battery and Robotic products can lead dealers to be left concerned about future service revenue potential.
Battery and Robotic products present new opportunities for service revenue. Generally servicing is less strenuous meaning less lifting and moving of heavy items, machines can be serviced on an oil free work bench at an ergonomic working height. The introduction of computers for diagnostic and software updates introduces a contemporary method of servicing that can be more appealing when attracting new members of workshop staff.
Husqvarna provides dealers with a number of tools that support the service revenue potential of battery and robotic products. Enabling Authorised Husqvarna Dealers to add value to the service that is offered to the customer, the tools also allow improvements in workshop productivity and efficiency.
The Husqvarna Common Service Tool (Battery Series) and Husqvarna AutoCheck (Husqvarna Automower®) are computer based tools that enables routine product functionality and sensor tests, fault diagnosis as well as product software updates on Husqvarna Battery Series machines and batteries and Husqvarna Automower® robotic mowers. It also allows access to machine operating history and enables service notes to be recorded or future reference.
What is included in Battery Series and Husqvarna Automower® servicing?
Cleaning
Electronic diagnostics
Safety function tests
Product function tests
Software updates
Replace wearing components
Sharpening cutting equipment
All of this can be done more efficiently when comparing against conventional machines thus reducing that servicing bottle neck that can often occur. The service time per machine is often less, which can increase the workshop output per day along with revenue per day.
Husqvarna Automower® robotic mowers are also available with an extended warranty totalling 3 years. For this to be activated the machine must be installed and serviced annually by an Authorised Husqvarna dealer, this drives periodic service revenue as well as profitable revenue from product installation.
To support Husqvarna Automower® growth and the service potential this brings, Husqvarna has introduced a new Automower® workbench. This has been specially developed for the servicing of all models within the range and designed to improve service efficiency. The workbench is supplied with switch box and charging noses and the work surface has inbuilt wiring loops enabling electronic tests to be carried out without the need for the models charging station. The workbench also has a moveable support arm for a laptop computer as well as drawers and tool storage for all relevant tools.
To maintain the high quality customer experience, Husqvarna Welcome Packs are supplied with each Husqvarna Automower®. The pack contents includes a service book, detailing the checks carried out during service whilst recording a detailed service history. The book also highlights the importance of servicing and also acts as a point of contact between the customer and dealer.
To ensure the highest level of service throughout the Husqvarna Dealer network, Husqvarna offer annual service training to all dealers, focusing on Battery Series and Automower®.
For more information on both ranges, please contact your local Area Business Manager.
For a free demonstration contact Evopos on Tel: 01202 795900
For a free demonstration contact Evopos on Tel: 01202 795900
Evopos UK Ltd are the producer of the Dealer management software which service dealers are taking a serious look at. This all-in-one solution with friendly and effective telephone support may be worth checking out, if you are a new service dealer or are currently unsatisfied with your current system.
The latest version includes quick and easy point of sale software, comprehensive stock control, workshop organiser, hire contract module, accounting package and state of the art automated SMS and email marketing, all of these features are available in specifically designed dealer packages.
"What makes Evopos streets ahead of its competitors?" asks Denis Bullen (MD). "Evopos is perfect for the Service Industry; everything about the customer is tracked, sales of parts, whole goods and all vital contact information."
Denis Bullen, Evopos md
Denis continues, "The workshop module is of particular interest to most service dealers. Evopos will fulfil the main three requirements that make any busy workshop successful.
1. Easy to use; this minimises mistakes making sure correct time is billed for and all the information is correct.
2. Maximises sales and repeat custom using the excellent time management and service reminder tools built into Evopos.
3. Helps to provide the very best customer service; by providing engineers and salesman with all the necessary information to make the job or the sale as easy for the customer as it as easy for you.
"As far as I can see the workshop process is fairly straight forward
Step one: Book the job in, providing the customer with details regarding the job.
Step two: Book parts and labour to the job.(Evopos will automatically remind the customer to drop the machine off and when the job is finished, let the customer know when to pick it up via an SMS text or email alert.)
Set three: Produce a professional looking invoice for when the customer picks up their machine.
"A comprehensive history is retained within the Evopos system. For example for each machine you can see who has previously owned it and what work it has had done to it.
"Evopos offers a very competitive pricing structure, where costs are kept to a minimum. A standard dealer package can cost as little as £75.00 per month, there are no hidden extras. If you are concerned about losing your old customer database, this shouldn't be a problem. The helpful support team can convert most databases into workable Evopos data at no extra charge.
"Evopos is a low cost way to help make your business more controllable and profitable. It's a total business management solution."
Whether you are a new start-up or run an existing business, why not contact Evopos and arrange a no obligation free demo and see what Evopos can do for your business.
Contact them direct on telephone: 01202 795900 or register online at Evopos.com and they will call you.
The momentum is gathering pace as over 195 UK dealers have now subscribed for just £1.84 per week. Garden Trader is a product and dealer search website/directory only for specialist garden machinery dealers in the UK. It has been designed to support and promote our dealer industry to consumers who are specifically searching for garden machinery products and services.
Garden Trader is a product and dealer search website/directory only for specialist garden machinery dealers in the UK. It has been designed to support and promote our dealer industry to consumers who are specifically searching for garden machinery products and services.
It costs just £96 + VAT per year to be listed and all revenues in 2019 will be reinvested into promoting the site online.
Join the country’s only independent specialist website, created by the team that bring you Service Dealer. Join our 195+ subscribed Garden Trader dealers now by clicking on “Register Dealership”.
