Interpart's outside signage

Richard Walters left school when he was 15 and got a sales assistant job at his local motor accessories store. He now owns the shop and four others, so how has he done it?

“I worked my way up to store manager at High Wycombe, learnt the trade, and when Richard Wos retired he encouraged me to buy him out,” he says. “My wife Julia is an accountant and together we went to see the local bank manager – he knew the business and was happy to help.

“I had been running the store day-to-day for five years by then, so I knew what I was doing. We demonstrated our business model at High Wycombe and it has grown from there. I bought Abingdon 12 years ago when Peter Tothills retired, Henley about five years ago when the brothers who ran it retired, and picked up Witney and Tring just over three years ago when a company went into liquidation. You take a chance and away you go – it is very much a case of getting your head down and getting on with it.

“We are a pure retailer. The trouble with trade is most of the big towns have factors with big warehouses – I am not going up against them. Six or seven years ago we were doing a lot of audio, wheels and performance stuff. It is not as big as it was, but we still do it – we use Wheelrite and do audio and alarms.

“Recently we have gone back to being more of a traditional service shop, doing DIY parts and accessories, chemicals, oils, seat covers, wheel trims etc. We have a workshop facility at High Wycombe for fitting audio equipment and things like wiper blades and bulbs.

“We are well known in the local area, but there is no doubting that times are tough. To make things worse a drunk driver smashed through the wall of the High Wycombe shop, so we have had a complete refurbishment to contend with. It is all very well being insured but I cannot afford for people to think we have shut, so we have had to work through it.

Interpart's interior

“I am an A1 member but I also deal directly with most of the suppliers. Lucas Oil has a great following and they recently launched a new loyalty card, which gives customers a five percent discount. Anything like that which generates interest is to be welcomed.

“This time of year we sell fireworks and have been doing so for five years. It is another string to our bow and a way of attracting new customers. I am also praying for another bad winter as we have invested quite heavily in shovels, sledges, battery chargers, jump leads, snow chains and shoes.

“There is too much doom and gloom in this industry and we have to stick to our game plan and remain positive. I have a real advantage in that my shortest serving member of staff has been here for four years, most of them a lot longer. They have great experience and we stock what customers want at reasonable prices. That will see us through.”

Interpart – vital stats

OWNERS               Richard and Julia Walters

BRANCHES          5

ESTABLISHED    Under current owners since 1993

LOCATIONS         High Wycombe, Abingdon, Henley-on-Thames, Witney and Tring

STAFF                    12

SUPPLIERS          A1, Auto Glym, Lucas, Streetwize, Ring, Tetrosyl, Draper and Martin Cox

TEL                         01494 436191

Want to see your business featured here and in CAT Magazine? Email darren.moss@haymarket.com or call 020 8267 5927

McGann's prime location

McGann’s Motor Spares stands out by a mile on the high street. Maybe it’s the unforgettable A1 branding outside (McGann’s was a founding member of the group), maybe it’s the assorted stands and displays on the pavement, or maybe it’s the prime corner location.

Manager Phil Wilkinson and owner David McGann explain what makes McGann’s Motor Spares unique. “We get the whole family involved in coming to shop with us,” says David  “We find that not only do they come in for our bike and cycle ranges, they’ll go out with some car parts as well.

“Because the whole family gets involved, kids can come in and the family can come in, whereas if it was just a car store the kids can’t get involved.”

The shop is split onto two floors, with the extensive cycle department dominating the upper floor, while motor spares and accessories take prime position downstairs.

Walking around the shop floor it’s clear to see the diverse range of clientele. In one corner a – let’s call him a more mature gentleman – sorts intently through nuts and bolts, whilst at the far end a young female driver stares at the assorted range of audio equipment at the front of the shop.

However much a business tries to cling on to an ageing population, it’s clear to see that the group with the most spending power is the younger generation. McGann’s has targeted this market with gusto, aiming all sorts of In Car Entertainment products at this growing audience.

Manager Phil Wilkinson

Phil says having a good proportion of younger sales staff is important to driving this section of the business. “Often the young sales staff will talk to the young customers outside of work too, if you’re in a pub and people recognise you from work, they’ll talk to you about what you sell and what you do.

“People will talk to the young lads who work here and in turn they come into the shop.”

However rosy business might seem from the outside, both Phil and David agree there’s a problem brewing in the retail aftermarket. They say that online sites that shift £150 products for £99 are killing their business. “The people who discount heavily online and who are quite happy to only make £1 [of profit] are devaluing the product.

“If you’ve got a stereo that sells at £150 and somewhere online is selling it for £99 it makes that product then look cheap. Suppliers need to stop giving products to those who are going to heavily discount. “

Phil’s call to end online discounting is somewhat shocking. Surely online discounts can only bring more business to your door? David disagrees, saying: “We keep the online prices the same as what we sell in the store because that’s the value of the product.”

Phil and David agree on the potential value of the Internet in driving sales, they also think the best way forward for retailers are the old-fashioned values of customer service and going the extra mile. Phil tells me about the store’s free fitting policy. “We’ve done the free fitting for a long time, because we sell the products and some people won’t be able to fit and secure them safely, so we offer that service to the customer. More and more customers are asking for it, and they keep coming back.”

The interior of McGann's

Phil’s passionate comments about providing the best customer service possible are a testament to how much they believe in this industry. However much the public might complain about dying values like loyalty and service, it’s clear to see that in some places at least, those same values are still as strong for the new generation.

McGann’s Motor Spares – vital stats

MANAGER                       Phil Wilkinson

LOCATION                       Northampton

STAFF                                10

EST                                    1973

KEY SUPPLIERS            Carplan, Midbase, Ring

WEB                                  www.a1mcganns.co.uk

Want to see your business featured here and in CAT Magazine? Email darren.moss@haymarket.com or call 020 8267 5927

New trading laws aim to simplify things for consumers and businesses, says Matthew Gough

Consumer law is currently based on four EU Directives­ – Unfair Contract Terms, Sale for Consumer Goods and associated guarantees, Distance Selling and Doorstep Selling. These directives have been adopted inconsistently which is unsatisfactory for both consumers and businesses.

However, a new Consumer Rights Directive was adopted in October 2011 by the EU which aims to simplify elements into one set of rules. For all involved the directive should mean greater consistency in consumer law across the whole of the European Union.

Member states will have two years from that date to implement the measures into national law, so English law will have to change before the end of 2013.

The new Consumer Rights Directive covers contracts for sales of goods and services from business to consumer. Generally all contracts will be covered including purchases made in a shop and those contracts made at a distance or away from business premises.

The directive aims to ensure that consumers will have clear information on price, additional charges and fees before they sign a contract. It will also aim to strengthen consumer protection against late/non delivery, as well as setting out EU-wide consumer rights on issues from cooling-off periods, returns, refunds, repairs and guarantees and unfair contract terms.

The directive targets e-commerce as part of a wide-ranging overhaul of existing consumer rights online. There is a requirement in the directive for clear information about consumer rights to be displayed at point of sale.

The directive does not, however, cover any financial services as the Distance Marketing Directive already covers these.

The key provisions

The most notable changes for businesses to prepare for are are:

• Cooling-off periods. For distance sales, such as internet sales, there will be a 14 calendar day cooling-off period. Previously laws provided for only seven days. The directive also introduces an EU-wide model form for withdrawing from a sales contract.
• Pre-contractual information. The directive obliges a trader to provide consumers with clear information on the main characteristics of the product, geographical address and identity of the trader. The price, inclusive of taxes and all additional freight, delivery or postal charges also needs to be clear.
• Rules on delivery. There will be a maximum of 30 calendar days for the trader to deliver the goods to the consumer from signing the contract or placing the order. The trader bears the risk and cost of deterioration or loss of the goods until the moment the consumer receives the goods. For late or non-delivery, the consumer will have a right to a refund as soon as possible and no later than seven days from the date of delivery.
• Repairs, replacement, guarantees. To provide consumers with more certainty, there will be a standard set of remedies available to all consumers who have bought a faulty product. Repair or replacement in the first place followed by the reduction of the price or the reimbursement of money. This is presently an issue for international businesses as there are different national laws across the 27 jurisdictions in this area.

• Online sales. Under the directive, customers who make their purchases online will have the right to refuse to pay for the transaction if they weren’t appropriately informed of the prices before the purchase.

• Tick Boxes. Ban on “pre-ticked” boxes on websites. Consumers will no longer be required to “untick” boxes to avoid extra services when shopping online. The European Commission cited the example of buying an airline ticket on a website which may also offer extras such as travel insurance or car rental.
• Pressure Selling. Protection against pressure selling – all direct sales transactions negotiated away from business premises are now covered, not just doorstep sales.

Even more changes are to be made to UK Consumer Law

To comply with the directive, a new single ‘Consumer Bill of Rights’ will replace 12 existing laws and regulations relating to consumer protection in the UK, which the Government said is “complex and confusing” and bad for both consumers and business.

The Bill intends to repeal and replace a number of pieces of legislation, including the Consumer Protection (Distance Selling) Regulations 2000 and the Unfair Terms in Consumer Contracts Regulations 1999.  It also intends to repeal or substantially amend the consumer law aspects of the Misrepresentation Act 1967, the Sale of Goods Act 1979, the Sale and Supply of Goods and Services Act 1994, the Supply of Goods (Implied Terms) Act 1973, and the Unfair Contract Terms Act 1977. The Government will leave intact those parts that apply to business to business transactions.

The Department for Business Innovation and Skills intends to consult on the Bill during the early part 2012.

These are revolutionary changes, and whilst they are primarily designed to protect the consumer, they will also provide international businesses with greater certainty. A key issue for businesses operating in the consumer field in Europe is the myriad of 27 different laws, which can create a barrier to cross-border trade. With the new Directive businesses should enjoy far greater clarity in their consumer operations, but will need to be aware of each consumer’s stronger position.

The approved Directive can be found at http://register.consilium.europa.eu/pdf/en/11/pe00/pe00026.en11.pdf

More than 140 aftermarket heavyweights converged on Twickenham Rugby Stadium recently for the 2012 CAT Awards.

The great and the good applauded our eight award winners, including retail magnate Joe Elliot for his lifetime achievement award.

In a new departure for the awards, four guests were invited onto the stage to give their thoughts on the state of the aftermarket and its opportunities going forward.

Thanks to Peter Cox, Andy Savva Richard Shortis and Bill Stimson for taking part in the debate which touched on some interesting issues and hit a nerve or two.

Read more about that, and our winners in more detail, in the Awards issue of the CAT coming to you soon.

2012 CAT Award Winners

Supplier of the Year, sponsored by Phocas – NGK

Factor of the Year, sponsored by Motaquip – GMF Motor Factors

Retailer of the Year, sponsored by Haynes – Motabitz

Garage of the year, sponsored by Euro Car Parts – ABP Motorsport

Person of the Year sponsored by Trico – Brian Childs, NGK

Aftermarket Worker of the Year sponsored by Denso – Steve Leys, TRW

Technical & Safety Innovation of the Year sponsored by TRW – Thule easy-fit snow chains

Lifetime Achievement Award, sponsored by NGK – Joe Elliott

Autoglym's new Super Resin Polish

Autoglym has launched a new formulation of one of its best selling products – the Super Resin Polish.

Spearheading a corporate rebranding by the car care giant, Autoglym’s polish is promised to impart an unprecedented level of shine for customers. Autoglym says its formula has been in development for more than two years, and that the Super Resin Polish outperforms its rivals.

Having invested heavily in its R&D lab in Letchworth, Hertfordshire Autoglym set its technicians to work creating a new and improved formula to bear the Super Resin Polish title.

The new polish is available now, pried at £10.50 for 325ml, £12.50 for 500ml and £15.99 for one litre bottles. For a limited time customers also get a free Autoglym finishing cloth to help get the best shine.

Autogylm's Evolution

The A1 Motor Stores chain has scooped a “retailer of the year” award from SPAX.

The car accessory retailer chain won the”multi-site retailer of the year” award because of its impressive sales of SPAX product, coupled with its levels of customer satisfaction.

SPAX is a suspension component supplier which has been manufacturing suspension systems in the UK for 50 years. The manufacturer has been working with the A1 group for the past 15 years.

MD of SPAX Frank Michaux said: “We are very pleased to have presented this award to A1. A Dealer of the Year award is not easy to obtain and SPAX spends considerable time and effort before deciding upon them. This award recognises all the hard work, professionalism and focus that A1 have shown during a year that has been hard to get sales.

We at CAT need to gather as many opinions from as many sections of the industry as possible, so please take time to fill out our BIG CAT questionnaire.

Tell us where you think the industry has come from, where it’s at and where it needs to go in the future. What are the opportunities you’re most excited about? What are the biggest problems the industry is facing?

It shouldn’t take too long to fill in, and every scrap of information we get from you will help to make CAT and even bigger, even better aftermarket magazine with even more bite.

So, click here and start telling us what’s what…

The PSE team have already found success with G3 Glasscoat

60,000 people will have a chance to see Paintseal Europe’s latest innovation, named Ixtar Glasscoat at the World Series by Renault event at Silverstone.

Taking place over the weekend of 20th and 21^st August at the iconic track, the entire PSE team will be on hand to promote the new product. This marks the first time PSE will share a site location in the Renault accessory pavilion, where they expect a strong turnout.

The company says the reaction of the public at the event last year was ‘amazing,’ as they heard positive feedback from existing customers, as well as making new ones.

Graham Higton, PSE CEO and Renault account director said: “We are really looking forward to what is always a fantastic, fun couple of days out for the mass of Renault fans, who regularly turn up for this event.

“I hope that the public will not be backward in coming forward, and will come and introduce themselves to the PSE Glasscoat Team.”

The company has already launched a number of similar Glasscoat products, including the G3 series.

83% said they owned a Sat Nav

Satellite Navigation systems are leaving young adults without basic map reading skills, new research has warned.

The study, carried out by website MyVoucherCodes polled 1,976 drivers under the age of 25 from across the UK, asking them whether they could read a map and how often they rely upon a Sat Nav when driving.

Shockingly, 67% of under 25’s said they didn’t know how to read a map, with a further 78% giving the reason that they didn’t need to learn, thanks to the increasing prevalence of Sat Nav devices in cars.

But the study could prove to be great news for retailers, as Sat Nav sales to young drivers continue to rise.

Almost all of the drivers polled admitted to using Sat Nav devices in their cars, whilst less than a quarter said they owned a map.

Mark Pearson, chairman of MyVoucherCodes, said: “It’s actually quite surprising to find out that two thirds of under 25’s can’t read a map. Whilst the Sat Nav does take away a lot of the stress associated with trying to find your destination, it doesn’t always take you t the right place.”

In all over 200 products will receive new bottles

Tetrosyl has invested in major changes to its labeling and bottling as it continues to evolve the various brands it represents.

The company has produced 15 bottles in new shapes, and 14 different colours, to be used for some of its most famous brands including Triplewax, Carlube and T-Cut.

In total, some 200 Tetrosyl products will benefit from new bottles and branding.

Tetrosyl hopes it will help its ranges to stand out on the shelf more, saying that the new designs represent both pleasing form and functionality for the customer.

Simon Howorth, Tetrosyl’s senior marketing manager, said: “Tetrosyl’s marketing strategy relies heavily on design effectiveness, therefore our packaging must support this in order to maximise brand awareness.

“The new bottle designs are fantastic and are going to look great on the shelf.”