Service Dealer held two group conference calls this week, one with a panel of dealers and one with senior representatives of manufacturers, supplliers and business service providers. We were grateful to be joined on both by represetatives of BAGMA and the AEA.

Many interesting discussion points were raised, but two areas stood out as potentially quite significant for the dealer network as we look to the future - the increasing reliance of digital tools for the business and the continuation of some colleagues working remotely, even once we're past the worst of this.

Following the call, Service Dealer owner Duncan Murray-Clarke thanked everyone once again for taking part and said, "It seems that the use of social media in the industry has been bubbling to the surface for a while now - but these past few weeks have really seen it take off.

"This very much ties in with our thinking on the subject. Perhaps two or three years ago it was seen as a nice addition for the dealership to have - now it's a necessity.

"Also this idea of home working is very interesting. We are seeing it work in our own business currently, so it's great to hear some dealers are are seeing how it could benefit their company in the long-term too."

Supply chain

Firstly though, it's worth mentioning a concern which was brought up again by some dealers we spoke to, of a disruption in the supply of parts. Is this something which our readers are experiencing? We heard in some cases, supply from certain manufacturers is beginning to become slightly more problematic. 

Clearly as factories across Europe and the world were shut for around a month, there will inevitably be a knock-on effect at some point. There was talk that the industry may have been somewhat lucky up until now, as shelves were packed at the start of this year in anticipation of Brexit. But those supplies are starting to deplenish. Also logistics were cited again as not being fully up to speed, meaning deliveries are taking longer to arrive with dealers. And it's not just the road hauliers - apparently for manufactures to get any air-freight space currently, is quite a struggle. There are simply fewer planes taking off worldwide.

This could potentially affect supply of whole-goods as well as parts of course. Certain items of smaller, domestic machinery are perhaps becoming harder to get hold of we were told. The spike in demand from homeowners last month has put strains on supply for certain brands.

Dealers clearly have a lot a questions for their suppliers currently and we were told that one manufacturer this week actually had to take the tough decision to suspend their customer service phone lines, due to the backlog of dealer enquiries they needed to get through, Their dealers were told this was the best way to allow the company to get on top of matters and get back to normal as quickly as possible. Assurances were given that this was only a temporary measure, that further recruitment to increase capacity was on its way and email contact was still available.

Increase in digital

I suppose the above example is in fact an instance of how digital has come into its own during this time. OK, there may have been a less-than-ideal disruption, but at least those affected are being kept in the loop and an alternative, electronic means of contact has been offered.

Somebody remarked this week that they felt the use of the internet amongst the network had progressed by about 5 years in the space of 12 weeks.

Other views expressed included speculation that this take-up we're seeing in social media use, in promotional video production etc, could have a positive influence on recruitment of young people down the line. If the network is perceived as tech-savvy, not just in the high-end equipment that's at the heart of the industry, but also importantly in the methods utilised to sell and service it - that's got to be an attractive proposition for those looking to join the sector?

For perhaps smaller dealerships, who may not feel fully confident in embracing all the digital tools that are available to help you connect with your customers, the team behind Service Dealer have actually been putting together a free digital Dealer Toolkit. Designed by digital marketing experts (a.k.a not me!), the toolkit is intended to offer some assistance for those who may not have explored avenues such as these before. Look out for further details on how your dealership can get hold of the Toolkit very soon.

Remote working

Also perhaps making the network a slightly more attractive proposition to new recruits is this other quite significant idea we heard repeated several times this week - the notion that remote or home working will continue to thrive even once social distancing measures are loosened.

The impression was given that dealers who might not have seriously entertained such a way of working before, have had their eyes opened to its potential since it has been enforced on them. Not for all roles within the dealership obviously. But for those dealers with office staff or sales reps working from home currently, if it's satisfactory for both parties right now, why can't this carry on into the future?

Looking ahead, perhaps all that office space might be used differently – maybe as more showroom space or increased storage areas for example? Video meetings and the connected world has meant that these roles are continuing to be performed perfectly well. It might offer staff a working life which fits in better with their personal circumstances and it could mean savings for the business.

Teams will of course always benefit from meeting up for face-to-face interactions, but there is a blend to be struck which can afford the best of both worlds for dealers.

We'd be interested in hearing from readers today if what's happened over the past weeks has made you reconsider how you undertake your business in the long-term? Are you ulitlising more digital tools to both sell and communicate? And are you thinking that for certain roles, a more remote way of woking could be good for and your staff?

Let us know in the comments below.