AM Awards 2017

A n evening dedic ated to exempl ar y per for mance and innov ation February 9, ICC, Birmingham

FULL SHORTLIST INSIDE

www.am-awards.co.uk

WELCOME

A

nother year of UK record new car registrations in 2016 brought challenges and opportunities for franchised dealers, particularly as private demand began to slow around the mid-year point. Hitting targets to earn volume bonus, while capitalising on aftersales and customer satisfaction, put people, processes and dealership support systems to the test.

Eye-catching monthly finance payments and budget-friendly service plans are now being used by almost all in the franchised dealer sector to ensure customers can drive away satisfied with what they have spent. However, the competitive nature of the market is eating into many dealers’ margins in both new car sales and aftersales, so even the best have needed to get better at securing profit from all areas.

With this as the backdrop, the judges of the AM Awards 2017 were looking for exceptional performance – for consistently strong financial results, innovation in business practices and a determination to look beyond manufacturer expectations to deliver service that benefited staff as much as their customers. Being good is not enough – the contenders for an AM Award must be exceptional.

Overseeing the judging once more was Christopher Macgowan OBE, former chief executive of the Society of Motor Manufacturers and Traders and visiting professor at the University of Buckingham Business School’s Centre for Automotive Management. Hugh Dickerson, Google's senior industry head for automotive, joined the panel as an adviser to provide a detailed assessment of the website entries.

I look forward to welcoming you at the AM Awards on February 9.

Stephen Briers AM editor-in-chief

BDO: THE AUDITORS

We are delighted to be auditors of the AM Awards.

We enjoyed meeting the dealer groups and seeing the best practices that put them at the forefront of the industry.

Combining information from visits and a followup call, we will look deeper into companies' performance and planning abilities. BDO will carry out a full audit of the shortlisted companies, focused on planning, financial performance, people management and customer relationship management.

AM AWARDS JUDGES

Chairman Christopher Macgowan OBE Judges Stephen Briers, editor-in-chief, AM; Tim Rose, editor, AM; Jeremy Bennett, associate editor, AM; Piers Trenear-Thomas, industry analyst; Steve Young, managing director, International Car Distribution Programme; Steve Nash, chairman, IMI; Professor Jim Saker, director of the Centre for Automotive Management, Loughborough University Business School; Ray Sommerville, industry veteran Additional support Hugh Dickerson, senior industry head automotive, Google

THE 2017 CATEGORIES DIGITAL AWARDS Best Use of Social Media Sponsored by Marketing Delivery Best Use of Video Best Dealer Website Sponsored by CarGurus

Best Retail Group (up to & including 10 sites) Sponsored by Diamondbrite Automotive Best Retail Group (more than 10 sites) Sponsored by Dealerweb

MANUFACTURER AWARDS

EXCELLENCE IN BUSINESS

Used Car of the Year Sponsored by Car Care Plan

Best Training and Development Programme Sponsored by AutoProtect

New Car of the Year Sponsored by Supagard

Best F&I Performance Sponsored by DSG Finance Excellence in Customer Service Sponsored by EMaC Excellence in Aftersales Sponsored by FUCHS Lubricants Best Sales Team (New or Used) Sponsored by Barclays Partner Finance

RETAILER AWARDS Best Used Car Performance Sponsored by Autoclenz Best Fleet Operation

Franchise Partner of the Year

HEADLINE AWARDS Digital Initiative of the Year Sponsored by Auto Trader Dealer Principal/General Manager of the Year Sponsored by Motors.co.uk Manufacturer of the Year Sponsored by carwow Retailer of the Year Sponsored by Black Horse

Most Improved Dealership

Business Leader of the Year Sponsored by Santander Consumer Finance

Best Dealership Sponsored by Rhino Events

AM Hall of Fame Sponsored by Shell UK

The AM Awards offer a variety of sponsorship and advertising packages.

For further details, please contact Sheryl Graham on 01733 468 256.

EVENING ENTERTAINMENT

PRESENTER: STEPH MCGOVERN Steph McGovern has reported on business and finance from around the world for more than a decade, from international summits to small business success stories.

She is an established part of the BBC Breakfast team, covering daily business developments and regularly co-hosting the show.

During the financial crash, McGovern was the lead producer of BBC financial news, working with Robert Peston, then BBC business editor, at the forefront of the award-winning coverage of the credit crunch and banking crisis. She soon began broadcasting herself and has presented on BBC Radio 5 Live, Radio 4 and the Chris Evans Show on Radio 2, as well as on the BBC One consumer rights show, Watchdog.

COMEDIAN: ROB BECKETT Rob Beckett, this year's AM Awards comedian, burst onto the comedy circuit only a few years ago, winning four comedy competitions in his first year of stand-up.

Consistently impressive performances culminated in Beckett finishing as a runner-up in So You Think You're Funny and winning the Amused Moose Laugh Off. He performed at comedy festivals in Australia and was nominated for the best newcomer award in Adelaide.

Outside the realms of stand-up, Beckett is also an actor, having starred in Channel 4's Fresh Meat. On tour, he has supported Russell Kane and Stephen K Amos and his 2017 tour is set to sell out at venues all over the UK, with dates being added due to the phenomenal demand.

nF or further details on the AM Awards 2017, please visit the event website at: www.am-awards.co.uk

ORDER OF EVENTS

6.30 p.m. Pre-dinner drinks reception

commences 7.00 p.m. Call for dinner in Hall 3 7.15 p.m. Welcome, Presentation of

Awards - Part 1, followed by

dinner 9.00 p.m. Grand raffle in aid of BEN 9.45 p.m. Presentation of the awards

- Part 2 10.30 p.m. Cabaret, Rob Beckett 11.00 p.m. Bar, lounge and casino open

1.30 a.m. Bar closes 2.00 a.m. Carriages Dress Code: Black tie/Evening dress

GAME ON AT CASINO ASTON BARCLAY After the awards, come and have some fun at the Casino Aston Barclay. You will be staking fake funds, so your wallet is safe, courtesy of the team from Aston Barclay, who have swapped the gavel for casino chips.

Don’t forget your £100 note to exchange for chips!

DIGITAL AWARDS BEST USE OF SOCIAL MEDIA Sponsored By: Marketing Delivery

Social media has transformed how we absorb information and how we choose and purchase products. While the medium is a technological one, the vast majority of the views expressed are based on human interaction – what we have shared with friends, colleagues and the people we meet in all walks of our lives.

Shopping is no exception.

How you promote your business and the effectiveness of your online marketing strategy via social media is the new shop window – with observers able to praise and criticise almost instantly.

Whereas it used to be said a consumer would tell 10 people of their shopping experiences, now they can tell hundreds. Do it well and you will reap rewards with loyal followers.

SHORTLISTED n Cambria Automobiles n CarShop n Hendy Group

n Luscombe Motors n Marshall Motor Group n Ocean Automotive

DIGITAL AWARDS BEST USE OF VIDEO Video is becoming a prominent way for dealers to highlight sales and aftersales activity.

The widespread availability of handheld devices and the data packaging and sending capability now available to all dealers, no matter how big or which brands they offer, means video is a common business tool.

This category seeks to acknowledge the importance that video now plays in dealer marketing and customer trust-building and to acknowledge best practise and innovation.

SHORTLISTED n Luscombe Motors n Spire Jaguar

DIGITAL AWARDS BEST DEALER WEBSITE Sponsored by: CarGurus

Having a strong profile online is vital for a dealership to prosper. It is often the first place your customer will look when researching their next car purchase.

The website is a crucial marketing tool that should bring in a significant proportion of your leads and is increasingly a means by which you can build and maintain relationships with customers, particularly through online service bookings, video and live chat.

SHORTLISTED n CarShop n Luscombe Motors n Peter Vardy

n Swansway Group n TMS Motor Group

EXCELLENCE IN BUSINESS AWARDS BEST TRAINING AND DEVELOPMENT PROGRAMME Sponsored by: AutoProtect

Training and development are crucial to continually improve your staff. In addition to the basic training required for a trade, occupation or profession, there is a need to continue training beyond initial qualifications to maintain, improve and update skills throughout working life, i.e. to aid continual professional development.

SHORTLISTED n CarShop n Stoneacre Motor Group

n Volkswagen Passenger Cars with DEKRA Automotive n Wight Motors

EXCELLENCE IN BUSINESS AWARDS NEW BEST F&I PERFORMANCE Sponsored by: DSG Finance

Finance and insurance can be a highly profitable part of a dealer's business, and can help to ensure repeat business.

However, it is also now a highly regulated area, and dealers need to make sure they are compliant.

This award will recognise innovation and compliance.

Audited by BDO.

SHORTLISTED n Pendragon n Yeomans Toyota Brighton

Click here to watch video

EXCELLENCE IN BUSINESS AWARDS EXCELLENCE IN CUSTOMER SERVICE Sponsored By: EMaC

Outstanding customer service is crucial to the long-term success of any dealership. Happy customers will be loyal to the business and they will tell others about their positive experience – the best form of marketing.

Given the importance of customer service, those programmes and initiatives that work deserve recognition.

This award will recognise the most successful attempts to improve customer service from any dealer group or dealership.

Audited by BDO.

SHORTLISTED n Beechwood Derby n Curtis Toyota Ballymena n Jardine Motors Group

n Luscombe Motors n Romford Mazda n Vospers of Truro

Click here to watch video

EXCELLENCE IN BUSINESS AWARDS EXCELLENCE IN AFTERSALES Sponsored By: FUCHS Lubricants

Service and repair is one of the most profitable parts of the motor industry, but is also one of the most competitive, with franchised workshops slugging it out with independents for business.

Only those companies that offer value for money and high levels of customer service will succeed.

This category is open to franchised workshops and independent authorised repairers, either individual site or complete network.

Audited by BDO.

SHORTLISTED n Peter Vardy BMW & Mini Edinburgh n Sandown Group

n Swansway Group n TMS Kia

EXCELLENCE IN BUSINESS AWARDS BEST SALES TEAM (NEW OR USED) Sponsored By: Barclays Partner Finance

This award acknowledges the power of individuals working together towards an acknowledged goal in a new and/or used car or van sales department in the past 12 months.

The goal could be a broad one to improve business generated long-term in the showroom or on focused targets in a burst of activity, in selling both vehicles and also the associated ‘added value’ products such as finance, service plans, warranties, etc.

Audited by BDO.

SHORTLISTED n Arnold Clark Hillington Renault n Norton Way Corporate Sales n Peter Vardy CarStore Glasgow

n Peter Vardy BMW & Mini Edinburgh n TMS Kia n Volkswagen Van Centre Liverpool

RETAILER AWARDS BEST USED CAR PERFORMANCE Sponsored By: Autoclenz

More profitable than new cars, used cars form a competitive part of the market, fought over by franchised dealers, car supermarkets and independents.

This award is open to any company or group that sells used cars (franchised or independent) and is intended to recognise those who have turned the practice into an art form – not to say a hugely successful and profitable business.

Audited by BDO.

SHORTLISTED n Arnold Clark Automobiles n Drayton Motors n Fine Cars

n Perrys Aylesbury n Peter Vardy

RETAILER AWARDS BEST FLEET OPERATION A focus on fleet is providing many dealers with improved profits. This category will reward a business that provides excellent customer service to the fleet market, from fleet finance options through to dedicated fleet sales operations and service departments used to dealing with the multitude of issues fleet operators and leasing providers have to face.

Audited by BDO.

SHORTLISTED n Norton Way Motors n Snows Toyota

n Swansway Group n TrustFord

RETAILER AWARDS MOST IMPROVED DEALERSHIP Every business can go through a rough patch – what is key is how the business reacts.

This award recognises those companies that have put in place a recovery strategy that has borne remarkable results.

Audited by BDO.

SHORTLISTED n Harold Wood Audi n Marshall Volkswagen South Oxford n TMS Volvo Coventry

n TMS Volvo Hinckley n TrustFord Bradford n Volvo Cars North London n Wight Motors

RETAILER AWARDS BEST DEALERSHIP Sponsored By: Rhino Events

This category is open to single-site owner-operators and to best-performing dealerships within a larger group network – both single-franchised and multi-franchised showrooms.

It will recognise the performance of each individual, team and department in a dealership, rewarding, where appropriate, sales, marketing, new and used car sales, the workshop and administration.

Audited by BDO.

SHORTLISTED n Luscombe Suzuki Leeds n Peter Vardy BMW & Mini Edinburgh n Stafford Land Rover (Swansway Group)

Click here to watch video

RETAILER AWARDS BEST RETAIL GROUP (UP TO & INCLUDING 10 SITES*) Sponsored By: Diamondbrite Automotive

The motor retail industry is made up primarily of smaller, regional groups. This award is designed to recognise and honour those companies.

Entrants will be able to show how they meet the AM Awards’ original criteria of quality, innovation and service, and how they have tracked their performance improvement over the past five years. * separate franchise locations

Audited by BDO.

SHORTLISTED n Delgarth Motor Group n Hawkins Motor Group

n The Hughes Group n TMS Motor Group

RETAILER AWARDS BEST RETAIL GROUP (MORE THAN 10 SITES*) Sponsored By: Dealerweb

This award recognises the unique complications and complexities that come from co-ordinating a large retail group, one with more than 10 dealerships.

Entrants will be able to show how they meet the AM Awards’ original criteria of quality, innovation and service, and how they have tracked their performance improvement over the past five years. * Separate franchise locations

Audited by BDO.

SHORTLISTED n Arnold Clark Automobiles n Hatfields n Peter Vardy

n Rybrook Holdings n TrustFord

MANUFACTURER AWARDS USED CAR OF THE YEAR Sponsored By: Car Care Plan

Car Care Plan An AmTrust Financial Company

This category considers used cars aged six months to three years.

It takes into account the quality of cars, how well they have retained their residual value, the strength of manufacturers’ used car programmes and level of engagement from retailers, and use of remarketing.

Additional insight comes from car pricing guide Parker’s, Auto Trader, Cap HPI and Glass’s.

SHORTLISTED n Ford Fiesta n Kia Sportage n Land Rover Discovery Sport

n Suzuki Vitara n Volkswagen Golf

MANUFACTURER AWARDS NEW CAR OF THE YEAR Sponsored By: Supagard

Innovation, quality and a money-maker for dealers are the watchwords for the AM New Car of the Year.

Finalists will all have been launched during 2016.

They will have made an immediate impact on the market by moving on the segment, while dealers will be able to exceed targets without discounting.

Quality will be exceptional, driving performance will impress and the car will be designed for maximum appeal.

SHORTLISTED n Fiat 124 Spider n Jaguar F-Pace n Kia Sportage

n Peugeot 3008 n Toyota CH-R n Volkswagen Tiguan

MANUFACTURER AWARDS FRANCHISE PARTNER OF THE YEAR In no other sector is the link between manufacturer and retailer so important and, at times, so sensitive. This award seeks to recognise the brand that for dealers has fulfilled on promises made by the manufacturer partner in the past 12 months.

Do the dealer and the manufacturer have a mutually beneficial relationship, does the manufacturer understand and work with – and not against – the retailers’ business plans, particularly where they involve more than one brand?

And are there clear and effective lines of communication to enable long-term dealer confidence?

SHORTLISTED n Ford n Kia n Mercedes-Benz

n Peugeot n Suzuki n Volkswagen

HEADLINE AWARDS DIGITAL INITIATIVE OF THE YEAR Sponsored By: Auto Trader

This award is given to the best overall initiative of 2016.

SHORTLISTED The shortlist is made up of the winners from each digital category.

Click here to watch video

HEADLINE AWARDS DEALER PRINCIPAL/ GENERAL MANAGER OF THE YEAR Sponsored By: Motors.co.uk

The award will recognise an individual who combines the needs of the business with the demands of managing a dealership team and customer expectations.

SHORTLISTED n Darren Bradford, Drayton Motors Kia n Glen Ramskill, Vantage Toyota York n Mike Dodds, Volvo Cars North London n Neil Pearson, JCT600 Mazda Leeds

n Nick Beevis, Perrys Motor Sales Aylesbury n William Lander, Marshall Bridgewater Van Centre

HEADLINE AWARDS MANUFACTURER OF THE YEAR Sponsored By: carwow

When deciding the finalists, the judges will not just focus on the product offering.

Models on the forecourt must be right for the customers in terms of practicality, cost, style and the environment. However, the manufacturer must also make a clear statement of intent on the development of new models and supporting technologies that is matched by a track record of delivering on promises.

SHORTLISTED n BMW n Hyundai n Jaguar Land Rover n Mazda

n Seat n Tesla n Volvo

HEADLINE AWARDS RETAILER OF THE YEAR Sponsored By: Black Horse

This award is given to the best retailer in the UK, chosen from the six retail category winners.

SHORTLISTED The shortlist is made up of the winners from each retail category.

HEADLINE AWARDS BUSINESS LEADER OF THE YEAR Sponsored By: Santander Consumer Finance

This award is presented to the person in UK motor retail who has had the biggest impact on the industry during the previous 12 months.

Their contribution will have had a significant positive impact on the way companies do business or on the way the industry is portrayed to the public.

SHORTLISTED This award is chosen by the AM judges.

santanderconsumer.co.uk

HEADLINE AWARDS AM HALL OF FAME Sponsored By: Shell UK

Each year, the ‘AM Hall of Fame’ recognises someone who has made an outstanding contribution to the automotive industry during their career.

Not only will they have led a hugely successful business, but they will also have raised professionalism in the industry and helped improve its image. Without them, the motor retail industry would be a poorer place.

SHORTLISTED The recipient is decided by Stephen Briers, the editor-in-chief of AM.