THE RISE OF ONLINE BOOKING PLATFORMS
Are phone bookings a thing of the past?
THE ROAD TRIP IS BACK
And that’s a huge opportunity for workshops.
Log in to myCAP to get tickets or visit cap.coop/events
Capricorn Society Annual General Meeting
All eligible Capricorn Members are invited to this year's AGM.
Date:
Saturday, 26 October 2024
Time: 1pm NZDT
Members are encouraged to vote on the AGM motions online prior to the AGM. Voting will also be available whilst attending the online AGM or in person at the meeting at Capricorn’s registered office at Level 19, 141 St Georges Terrace, Perth WA Australia.
David Fraser Group CEO
CEO’s message
Capricorn works because Members know our whole reason for existing is to help them build stronger businesses. In our cooperative’s 50 years of operation, that vision has never changed. We might have changed the way we say it, we might have expanded our range of Members, but the truth of it hasn’t changed.
It’s something I’m really passionate about, which is why I’ve been personally so heavily involved with Australia’s peak body for organisations like ours, the Business Council of Cooperatives and Mutuals (BCCM), and its predecessor organisations, over the years.
Later this month, Capricorn’s Chief Experience Officer Jacky Mills and I are presenting at the BCCM’s Leader’s Summit, which this year is happening in Perth. It brings together executives and directors from the C-suites of cooperatives and mutuals across Australia, so we can share ideas, network and discuss best practice initiatives and policies. A hugely diverse range of sectors will be in attendance, all of them with a mission just like Capricorn’s. I was present at the founding of the BCCM more than a decade ago, so it will be a nice opportunity for me to say thank you and bid farewell to an organisation that is doing so much to make cooperatives stronger, including being our collective voice to government.
As the end of the year looms, things are very busy. It was wonderful to see so many Members attended the harbour cruise Gala Dinner in Sydney last month, and I’m looking forward to seeing more Members and Preferred Suppliers at the remaining Gala Dinner & Tradeshows across Australia and New Zealand in the coming weeks.
This month is also the Capricorn AGM, so let me share my appreciation here for retiring board members Bruce Rathie and Peter Stewart. Bruce was appointed in 2008 and Petter has been a part of the board since 2015, both have been very active and valued members of the board during that time.
And finally, of course, our 50 Years Strong celebrations continue. In this month’s Ignition you’ll find a great article from Paul Marinelli, of Marinelli PR, reflecting on his 12-year-long relationship with Capricorn. Paul delivered our first structured PR strategy back in 2012 and has been a part of the Capricorn community ever since. I hope you enjoy reading his story, and don’t forget there’s plenty more stories on our 50 Years Strong website at cap.coop/50
5 MY FANTASTIC JOURNEY WITH CAPRICORN
Motoring journo and PR expert Paul Marinelli tells his story.
8 THE RISE OF ONLINE BOOKING PLATFORMS Are phone bookings a thing of the past?
10 FUTURE RIDE: MERCEDES AMG ONE Mercedes’ impossible supercar.
15 THE ROAD TRIP IS BACK
And that’s a huge opportunity for workshops.
18 RIDING THE BUMPS Capricorn’s collision journey.
20 2024 GWM TANK 300
How well does it live up to its marketed statement?
24 EMBRACING A CHANGE MINDSET
Why adaptability is now more important than ever.
David Fraser Group CEO
MY FANTASTIC JOURNEY
by Paul Marinelli WITH CAPRICORN
Paul Marinelli is the Managing Director of Marinelli PR, a Melbourne-based company that specialises in automotive aftermarket industry media communications and marketing services. He started his business in 1995 and over the years has worked with the industry’s largest local and global companies. Paul worked with Capricorn to establish and action their first structured PR strategy in 2012 and continues to support Capricorn with communications and engagement activity.
My fantastic Capricorn journey started back in 2012, when I had a discussion with leading automotive aftermarket industry professional and long-term colleague David Fraser at an industry gathering. I had worked with David as his PR consultant during his years at Coventry, so when he made the move to Capricorn – a successful cooperative structured organisation I knew well – I wanted to put our band back together as I believed Capricorn had so much more to talk about.
It started with a very simple question – “Why was Capricorn Australasia's best-kept secret?” I felt the group wasn’t even touching the sides of its enormous membership potential in Australia and New Zealand, even after nearly 40 years of successful operation. David, who had joined as Automotive CEO, and Capricorn’s remarkable Group CEO Greg Wall shared these sentiments.
One of the first projects I worked on, back in 2014, was to interview individuals for the history book about the events and people of the past 40 years. There could have been no better total oversight of Capricorn and its people – it was a truly magical experience to meet so many interesting, professional and highly dedicated people.
This project provided me with an intrinsic understanding of how different Capricorn is compared to other companies I had worked with over the past three decades. Seeing people become emotional as they discussed Capricorn’s growth and Member support was extraordinary. People even said working at Capricorn completely changed their lives.
Being a lifelong motor racing fan, journalist and, in more recent years, an international motor racing commentator, a highlight of these meetings was the time I spent with Wayne Negus, the former Capricorn Director. Wayne was a former Holden Racing Team driver, who raced with the legendary Peter Brock and John Harvey among others.
So, while our discussion was based on Wayne’s important contribution to Capricorn, we drifted into talking about motorsport. Seeing his eyes light up as he reflected on those years, and spending so much time with someone who chased his dreams and achieved them, both in his sporting and his business professions, was extraordinary.
I presented Wayne with a magazine feature a journalist friend of mine had recently done about him. The look on his face was priceless. I still remember him showing it around the office. Following the interview, I was able to watch Wayne be informally presented with the boardroom, which had been named in his honour. Even though he had been retired for some time, I was so glad we were able to capture Wayne’s thoughts as we headed towards Capricorn’s 40th anniversary, because we sadly lost him in 2016.
I had been told so much over my years with Capricorn about how their conventions were the glue that sealed the close relationship the cooperative shared with its Members. I was lucky enough to be asked to be the MC for Capricorn’s first-ever European convention, in Salou in the magnificent Catalonia region of Spain, in 2018.
To say that the Salou Convention was astounding would be a gross understatement. It was incredible. Not just because it was in Europe and some 500+ Members and Preferred Suppliers took part – it was the camaraderie between the Members, the Capricorn team and the Preferred Suppliers. It was something I had never experienced: people getting together because
they wanted to be together and enjoying blending business with fantastic social activities. People whose auto repair businesses had grown strongly with Capricorn. I returned from that convention with an acute understanding of why Capricorn continues to be so successful five decades into its history. You cannot make or construct customer/ Member and supplier relationships like that. They are earned after years of close, dedicated and caring association and mutual success. These are no ordinary business relationships. I describe them as being akin to family.
I have had so many wonderful experiences with Capricorn, but one of the funniest was during one of my regular PR meeting visits to Perth, which just happened to land on 31 October.
So, I roll into the then-new Troode Street offices after flying in from Melbourne and I’m greeted by a building full of ghouls, ghosts, giant spiders and everything else imaginable. The level of effort the team put into costume and make-up was extraordinary, but the best part was walking into David Fraser’s office and being confronted with Beetlejuice himself! We were supposed to be discussing a new PR agreement, but I couldn’t stop laughing at David trying to be serious in all that get-up. So, we took some memorable pics, which I then posted on my socials with the tag “Important contract negotiations today at Capricorn!”. This was one of many times when I walked away from a Capricorn meeting or social event thinking I would never experience that with anyone else.
In an industry that is not always known for care, kindness and customer dedication as its key hallmarks, I have been privileged to enjoy a long-term association with Capricorn. I have always been treated as a valued part of this very special automotive aftermarket industry organisation and I look forward to the future ahead.
The rise of
ONLINE BOOKING PLATFORMS
Are phone bookings a thing of the past?
Is having an online appointment booking system for customers the single greatest productivity and profitability hack you can introduce to your business right now?
If the experience of Capricorn Member Nathan Brookes is anything to go by, the investment is a classic no-brainer. Nathan owns The Garage Miami, on Queensland’s Gold Coast, and specialises in tyres, wheels, servicing, suspension and brakes. He added an online booking system to his website more than three years ago and says around 30 per cent of his bookings are now completely online.
“We were looking for a way to reduce inbound phone calls,” Nathan said.
“The expert advice at the time was to make the form as simple as possible, but we went against that and asked a whole bunch of questions about the vehicle. We found that people loved it.”
In fact, when customers visit The Garage Miami’s booking platform, they aren’t just asked questions about the car, they’re offered a full menu of potential services, with an anticipated price range.
“They’re self-selecting an extra $50 to $200 worth of upsells on every booking,” Nathan said.
“Interestingly, 95 per cent of the time they’re choosing logbook services. Customers are almost never saying, ‘give me a basic service’. So, I think the price pressure we feel is sometimes in our own heads.”
He reckons the online booking system is a win-win:
Customers tend to work through the list and select all the services they need (He’s getting fewer end-of-day surprises, e.g. where a customer suddenly remembers the internal light isn’t working)
The form captures all the information the technicians need, so customers can “dump their keys and run” at drop off, rather than hanging around
Brand and date filters on the form mean customers cannot book an appointment if the vehicle is not a target vehicle for the workshop (these customers get an on-screen message asking them to call the workshop)
It saves Nathan and his staff the awkward upsell at the front counter
Customers have seen the price guide at the time of booking, so there’s no risk of a nasty bill shock
Pricing is clear and transparent, so price-sensitive customers who aren’t happy with the workshop’s rates will go elsewhere, and he keeps those who are
Every online booking is a phone call (and a lot of data entry time) saved, freeing up time for Nathan and his staff to do other things.
The online booking system integrates with the booking diary in Nathan’s point of sale system. When a booking comes in, a team member can accept or decline it with just one click.
Moving an appointment is also quite easy. Customers are notified by confirmation text messages of the status of their booking.
Nathan had his online booking system built especially for his workshop, rather than choosing an off-the-shelf-solution.
“When we first got it, we felt like we’d wasted our money because it almost never got used, but now we’ve got an established customer base, our customers are using it,” he said. “I’d hate to consider running a business without it now.”
These days, consumers are used to booking everything from hotels to haircuts online. Asking them to book their vehicle service online, too, might just be a profitable next step for our workshops.
FUELLED BY AMBITION, MEET MERCEDES-AMG’S IMPOSSIBLE SUPERCAR.
MERCEDES-AMG
here are key moments in the field of human ambition. Edmund Hilary summiting Mount Everest might be considered one. John F. Kennedy pointing skyward in 1962 and promising to put man on the moon within the decade is certainly another. And perhaps the newest addition to this list of audacious, outrageous feats of endeavour, should be the Mercedes-AMG ONE?
The ambition? To put, for the very first time, a Formula 1 engine in a car that could be driven on the road.
If Hilary climbed Everest “because it was there”, then Mercedes-AMG wanted to build the ONE simply to prove it could be done.
The car was announced to great fanfare at the Frankfurt Motor Show back in 2017.
“The car combines outstanding racetrack performance with day-to-day suitable Formula 1 hybrid technology and exemplary efficiency,” Mercedes-AMG said at the time. “This highperformance hybrid has an output of over 1000 hp and a top speed exceeding 350 kmh.”
It took Mercedes-AMG almost as long to deliver on its promises as it took NASA to get to the moon. Production was beset by delays, as challenge after challenge had the world’s best automotive engineers scratching their heads, innovating, reinventing.
Top Gear's Chris Harris labeled the Mercedes-AMG ONE as nothing more than part of a competitive exercise "between certain brands that wanted to get caught up in the hypercar race". Topspeed.com called it the “the hypercar that probably shouldn’t have happened".
Carsales.com.au called it “a unicorn that will never be repeated” and “an anomalous freak of nature that defies logic and potentially even physics”.
Yet, it is here. The first units were delivered to their new owners last year. The Mercedes-AMG ONE exists. And it is as revolutionary as it is mad.
With an acceleration of 0-200 kmh in seven seconds or 0-300 kmh in 15.6 seconds, the AMG ONE has an electronically regulated maximum speed of 352 kmh.
The 1.6-litre V6 hybrid petrol engine with direct injection and electrically assisted single turbocharging comes—as promised—directly from the Mercedes-AMG Petronas Formula 1
racing car. So do the battery cells, their arrangement and the cell cooling system.
The newly developed, automated sevenspeed manual transmission with four-disc carbon racing clutch delivers a maximum speed (for the combustion engine) of 11,000 rpm. (The idle speed has been lowered from the 5000 rpm of an F1 engine to a more sedate 1200 rpm—which was reportedly an engineering problem so thorny it took nine months to solve.)
Adam Allsopp, the Powertrain Director on the AMG ONE project said another big challenge had been to make an F1 engine that was, “more durable than that of a classical race car”.
“A Formula 1 engine can only withstand a few races before needing to be replaced,” he said. “Currently, our engine lasts 50,000 km. Both the ICE and the electric motors were adapted, but the technical principle of the Formula 1 car is still intact. The ICE is more or less exactly the same.”
Noise and emissions levels and safety requirements were other tricky problems to solve before the AMG ONE was street-ready.
The other thing they had to do was get the look right. Let’s be clear, it is incredibly cool. The lightweight, high-strength carbon-fibre monocoque body is more supercar than F1, but again it embraces all the same technology, including aerodynamics. The multipart, two stage, extendable rear wing, for example, provides maximum downforce.
If you want to see it in action, with all its quirk, there’s a 20-minute video on YouTube of Nico Rosberg taking delivery of his Mercedes-AMG ONE, and taking it for a spin.
Mercedes-AMG only made 275 units for a reported sale price of US$2.72 million each. Despite the eye-watering cost, the pre-order was massively over-subscribed. Mercedes has refused to make more. So, these are the very definition of limited edition—with all the market forces of supply and demand that come with that. By some estimates, you’re now looking at US$5 million to get your hands on one.
The good news is there are almost 200 1:8-scale models available. You can pick one up for around $26,150. But perhaps settling for a 60cm-long model lacks in the kind of ambition that all true greatness requires?
Images by Mercedes-Benz
For your chance to win simply opt out of receiving a paper statement by 31 October 2024.
You’ll still receive an email each month letting you know when your statement is ready to read online, so you can stay on top of managing your account. Make the switch to be in the draw to win one of two $500 Kathmandu e-vouchers.
The road trip is back — and that’s a huge opportunity for workshop owners
Are you ready for another SUMMER OF ROAD TRIPS ?
If there is any silver lining to the pandemic, it’s that New Zealanders once again fell in love with hitting the road and exploring our own country. With costof-living pressures and international airfares still higher than the pre-Covid era, the trend for taking homegrown holidays looks set to continue.
According to research from Budget New Zealand, the car hire company:
85% of Kiwis hit the road on their holidays last year
They did so an average of three times (which totals 10 million trips!)
83% favoured trips lasting less than a week (trips average 5.5 days)
92% of millennials took a road trip (two-thirds taking their kids with them)
89% of Kiwis plan to take a road trip in the next year
That’s a lot of time on the road and a lot of wear and tear on holidaymakers’ vehicles—especially if they’re going off the beaten track.
48% of road trippers want to see iconic NZ landmarks
48% are looking for rivers and lakes
45% are chasing beaches
41% want to visit small towns
23% are looking for vineyard experiences
16% are going skiing
But whether they’re driving up the coast or heading into the mountains, making sure their vehicle is in tiptop, road trip-ready condition could make all the difference between a happy holiday and a nightmare they’d rather forget.
For workshops, a holidaymaker’s need to ensure their vehicle is fully serviced and up to the task of getting them to their destination and back safely is a sunlit upland of golden opportunity.
Here are some strategies Capricorn Members are using successfully to get customers through the door to get their car serviced before the summer holiday season.
Sending out holiday service reminders
Email reminders with headlines like “Don’t let car trouble crash your summer road trip” or “Is your car summer road trip ready?” can be effective at encouraging customers to get their car serviced before they hit the road.
Offering holiday service bundles
Market your services in special bundles for long drives. These are the usual services (oil changes, tyre rotations, brake checks, fluid top-ups, etc) but packaged and promoted in a way that solves a problem the customer might not have realised they had (a car that wasn’t road tip ready).
Offering early bird discounts
In your regular marketing, let customers know that your workshop gets busy with “pre summer holiday services” and encourage them to book early so they don’t miss out. A small discount can help convince wavering customers.
Offering a referral scheme
Incentivise your current customers to encourage the friends and family they’re going on road trips with to bring their vehicles in for a service, too. Offer small discounts or rewards (like a free wheel alignment).
Providing basic vehicle safety check
This could be a complimentary and quick inspection which can lead to additional service recommendations. It’s a good way to build trust with customers.
Creating educational content
Creating Instagram or YouTube videos, or writing a blog post or email, that run through for customers the basics of how to check a car before going on a big road trip have the potential to be shared widely, potentially bringing in new customers. Include a call to action on your content encouraging people to book a full pre-road trip service and keep their family safe.
Offering follow-up services
Let your customer know you’re here for them when they get back from their holiday, with a post-trip check-up, to ensure everything is still hunky-dory with their vehicle.
Extending your operating hours
With labour shortages what they are, this might be tricky, but if you do offer extended operating hours for a couple of weeks around the holiday season to cope with demand, make sure you tell customers about it so they, a) know you’re on their side and, b) can take advantage of it.
Bringing on extra staff
If your workshop does get busy with pre-holiday servicing, consider bringing in extra staff on a casual basis for that period. Perhaps there’s someone you know who’s retired who wouldn’t mind being back on the tools for a couple of weeks to help you out? Arrange your labour early. Don’t wait for the school holidays to hit.
The road trip is back—and if it’s here to stay, then positioning yourself as a caring, responsible and reliable service partner is a great way to ensure that all that pre-holiday service work keeps coming your way in the future.
CAPRICORN’S COLLISION JOURNEY
National Collision Manager, Mark Lockwood (left) and Collision Area Manager for VIC/TAS, Chris Heath (right).
If it weren’t for collision repair workshops, Capricorn might never have become what it is today.
Dane Tuesley, Colission Area Manager for QLD
Founded by a group of service station owners in 1974, our cooperative was initially focused on service station businesses, before expanding to include independent mechanical workshops.
But by 1991, Capricorn had an existential crisis: It needed to grow to survive. Encouraged by motor trades associations across Australia, the Capricorn board announced the formation of its Panel and Paint Division. In January 1992, the cooperative put veteran panel beater and Sales Manager Bob Jenkinson in charge of coordinating this new push. Bob was convinced Capricorn could achieve for panel workshops what it had already done for the mechanical side of the industry. Panel workshop owners and suppliers believed it, too. They signed up in droves. It had taken Capricorn 15 years to reach 1,000 Members. It reached 2,000 in just three years. A year later, in September 1993, it had 3,000. By 1995, Capricorn’s Panel and Paint Division was in every state—and had more than 450 collision-based Members on the books.
As former Capricorn Group Business Manager, Steve Barraclough, said of Capricorn’s expansion into the panel industry (in an interview in 2004, marking Capricorn’s thirtieth anniversary celebrations): “If the board had not made that decision, we would not have been here today. If we had stayed focused only on service stations, we would have been dead in the water.”
Jump forward twenty years, and what we now call “collision repair” Members are still a vital part of Capricorn’s business. They make up a significant percentage of the cooperative’s 29,000 strong membership and are responsible for 10 per cent of Trade Account purchases ($385 million in 2023/24, from the $3.9 billion total).
Dane Tuesley, Capricorn’s Collision Area Manager for Queensland, said the results showed the value the cooperative brought to collision Members’ businesses. He looks after 330 Members in that state who turn to Capricorn’s Preferred Suppliers for everything from paint to equipment to wrecker’s parts.
“A lot of our Members are family run workshops— independent, smaller workshops—so having a single Trade Account just makes their life easier,” he said.
“For Capricorn, I know there’s a lot of emphasis on what collision’s doing, making sure our Members have got access to a wide variety of different Preferred Suppliers, and of course the financing, risk services, and our other offerings.”
National Collision Manager Mark Lockwood said Capricorn was committed to helping collision Members grow their businesses with access to equipment financing and technology, including advanced diagnostics through a joint venture with Repairify.
“The job of collision repairers is getting more complicated every day as vehicles get more technical, with the amount of cameras and sensors expanding all the time,” he said. “It’s not just ‘pull a bumper off, put a bumper on’; they have to calibrate the cars. So, access to equipment financing through Capricorn has been a game changer, especially for newer Members.”
“Access to Repairify means Members can also do calibration in-house, rather than sending it to an offsite location.”
Creating a Panel and Paint Division thirty years ago helped Capricorn achieve its potential. Now, Capricorn works every single day to help collision Members achieve their potential, too.
GWM Tank 300 Lux Hybrid 2024 Hybrid Car Review
The Tank 300 Lux Hybrid is a five-seat, four-wheel drive from GWM. Its boxy design with big wheel arch extensions has all the cues of a serious off-roader wagon and it comes very highly spec’d with driver safety tech and off-road modes - and all for a very competitive price. It is marketed as “combining a luxurious, modern interior with an exterior ready for anywhere” How well does it live up to this?
What we like What we don’t like
Price/range
Equipment levels
Competence - on and off-road
Build quality
Infotainment
Driver alert monitor Indicators Lane keep assist
First impressions of the 2024 GWM Tank 300 Lux Hybrid
Initially, the Tank 300 appears simply a mid-sized SUV, and the design somewhat disguises its height so it is a surprise to have to “climb” into the driver's seat. The full-length running board helps here. The overall dimensions feel comfortable for life in the city or beyond, with decent accommodation for 5 and with a good-sized boot.
Our review car was painted Dusk Orange; at first glance it’s a somewhat ordinary colour, but in sunlight, it would come alive, the metallic finish glowing a golden-orange colour.
What’s the interior like in the 2024 GWM Tank 300 Lux Hybrid?
The interior is visually interesting, with chrome and silver details used to set features off against the predominantly black finishes. The pillars and headlining are finished in an ivory-coloured plastic or fabric, and combined with a regular-sized sunroof, lift and lighten the interior, enhancing the feeling of space.
The steering wheel is wrapped in faux leather secured in place with an elegant line of contrasting stitching. The GWM brochure points out the “aviation” gear shifter, but to be fair to what seems a rather random inspiration, the theme continues in the centre dash air vents and clock details. The centre consol also has both a USB-A and a USB-C socket, and a 12-volt power outlet.
The integrated dashboard/infotainment screens are pretty much the standard GWM offerings, once familiar they are easy to navigate through and select your favourites from. The infotainment screen has a vast selection of menus to make adjustments to everything from safety features, regeneration modes, air conditioning, navigation, phone connections etc.
All of the seats are finished in faux leather with the same contrasting stitching details as used on the door cards. The front seats have electric adjustment, 6-way on the driver’s, and 4-way on the passenger’s. The back seat has a folding centre armrest and offers the standard 60/40 split arrangement.
What’s the 2024 GWM Tank 300 Lux Hybrid Like to drive?
Once you’re in, the seats are very comfortable and supportive, and the driving position is easily tailored to suit with an adjustable steering wheel and fine electric adjustment for the seats. Interior space is good for five adults with the rear seats having plenty of legroom. The boot is a good size, the square shape helping there.
The Tank, despite its name and relative height, is very easy to drive. Being elevated you have excellent vision, forward and to each side. Rearward, you do need to use the mirrors and there is an excellent 360-degree camera to assist there. The handling is very car-like and feels safe. Road undulations and potholes are very well-damped. There is no denying this is a 4WD, but it's a very comfortable one, equally at home being the family car.
The hybrid powertrain worked seamlessly. Often the car would start on the electric motor and bring in the petrol when the speed increased, and more power was needed. Not being a plug-in hybrid, it just worked without intervention - brilliant. The combined powertrain is smooth, and noise from the petrol motor is adequately subdued.
Acceleration is very good, and the hybrid combination of turbo petrol and electric motor was flawless with no hint of turbo lag. The ride quality is good, and there is adequate feedback from steering to keep you informed. It achieves a firm but compliant ride, one that is perfectly suited to use as a round-town family car, as well as for more serious off-road adventures.
In day-to-day driving, the car can beep a lot, and a lot of the beeps are related to the overzealous lane-keep function. The most difficult part of this to live with was the constant need to be ready for the car to make a random steering correction. The physical correction could be disturbingly violent, suddenly and without warning turning the wheel as it had decided your line choice was sub-optimal. However, turning this function off is quick and simple, and with the driver alert monitor function also disabled, the car is a pleasure to drive, great on long or short trips.
Over my week living with the Tank 300, I drove a mix of commuting and open road day trips. The car recorded an average fuel consumption of 11.6l/100km over more than 450km. A little thirstier than I was expecting for a hybrid, but perhaps its focus is on delivering power and torque more than it is for outright efficiency.
The Tank 300 Lux Hybrid is a competent and well built all-rounder. Even in the base Lux specification, it has a comprehensive specification of safety and comfort features, an impressive and comfortable interior, and some proper off-road 4WD credentials. If you are looking for a safe, easy to live with family SUV that also comes with some go-further off-road capability, then this is worthy of being on your shopping list.
Meet a changing industry with a change mindset
by Jeff Smit
The automotive aftermarket industry is on the threshold of a significant transformation, influenced by technological advancements, changing consumer preferences and stringent environmental regulation.
Workshop owners and technicians may find this transformation daunting, but once they embrace a change mindset, the opportunities for growth and innovation are limitless.
A change mindset is the ability to view change as a positive force rather than a disruptive threat. It requires being open to new ideas, and a willingness to adapt and embrace new technologies and methodologies. In an industry as dynamic as the automotive aftermarket, a change mindset is not only beneficial, but essential.
So, why embrace change?
Technological advancements: The rise of electric vehicles, autonomous driving technology and advanced diagnostic tools is revolutionising the industry. Embracing these technologies can lead to more efficient operations, better customer service and new business opportunities.
Consumer expectations:
Today’s consumers are more informed, including about auto advancements, and, therefore, their expectations are much higher than before. They demand transparency, efficiency and sustainability. By adopting a change mindset, businesses can better meet these expectations and build stronger customer relationships.
Regulatory compliance:
The entire world is learning to cope with ever-stricter environmental regulations, so embracing change will be necessary to stay ahead of these mounting demands for compliance. Don’t think of this as an imposition – you will be contributing to a more sustainable future for all, including your own family.
Here’s a guide to changing mindset
Continuous learning:
Stay updated on the latest industry trends, technologies and best practices. Attend technical training, webinars and industry conferences. Encourage your team to pursue further training, skills and certifications.
Embrace innovation:
Be open to new tools and technologies that can improve your operations. For instance, invest in advanced diagnostic equipment, explore the potential of electric vehicle servicing and repairs, and consider adopting digital management systems.
Foster a culture of adaptability: Create an environment where change is welcomed and encouraged. Involve your team in decision-making processes, encourage feedback, and recognise those who contribute innovative ideas.
Collaborate and network: Join industry associations and networks. Collaborate with other professionals to share knowledge, experiences and best practices. Networking can provide valuable insights and open new opportunities.
Customer-centric approach:
Focus on understanding and meeting the evolving needs of your customers. Use customer feedback to drive improvements and innovations in your services.
Change mindset delivers benefits
Competitive advantage:
Businesses that embrace change are more likely to stay ahead of the competition. They can quickly adapt to market shifts, meet customer demands and leverage new technologies.
Increased efficiency: New technologies and methodologies can streamline operations, reduce costs and improve service quality. This leads to increased productivity and profitability.
Enhanced reputation:
Businesses that are seen as innovative and forward-thinking are more likely to attract and retain customers. A positive reputation can also attract the best technicians to your workshop.
Sustainability:
Embracing change can lead to more sustainable practices, reducing your environmental impact and contributing to a greener future.
Resilience:
A change mindset builds resilience. Workshops that are adaptable can better withstand economic fluctuations, regulatory changes, and other external pressures.
Change in the aftermarket industry is inevitable, so adoption of change mindset is perhaps the most logical and beneficial move that Australian workshops and technicians can take to meet the challenge head on.
There are many opportunities for growth and innovation, but these can only be reached by embracing continuous learning and fostering a culture of adaptability in your business. The benefits will include increased efficiency, an improved competitive advantage, and a stronger, more resilient business.
Change is not something to be feared. It is an exciting opportunity to shape the future of the industry.
With CSD you’ll run like a
WELL-OILED MACHINE.
Capricorn Service Data (CSD) is a complimentary online tool for Capricorn Members, valued at over $900 per annum.*
With the Manufacturer Service Schedules feature you’ll have access to the data you need quickly and accurately –and in the one spot. Be proactive with your customers so they know what maintenance work is coming up and when, and have greater control of your workflow.
EFFICIENT WORKSHOPS USE CSD. cap.coop/csd
*Cost to subscribe directly to Autodata’s equivalent Service and Maintenance product. Terms and Conditions apply, visit cap.coop/tc
OUR THANKS TO
BRUCE RATHIE
After 16 years with Capricorn, we bid farewell to Bruce Rathie, our Independent Director on Capricorn’s Board.
Appointed in July 2008, Bruce’s leadership as Vice Chair (2015-2018) and as a key member of the Audit and Risk Committee, including Chair of this committee (2021-2023), has been invaluable. His guidance as Chair of Capricorn Mutual Ltd until June 2023 has left a lasting impact.
Bruce shared, "I am grateful for the opportunity to have served as a Director for Capricorn, and it has been a deeply rewarding experience to contribute to such a remarkable organisation over the past 16 years.
Congratulations to Capricorn on celebrating its 50 Years Strong! I am proud to have been part of 16 of those incredible 50 years."
Thank you, Bruce, for your exceptional dedication and the positive impact you've made. Wishing you all the best in your future endeavours!
FUN ZONE
LAST MONTH’S ANSWERS Submit your entry at cap.coop/funzone by 31 OCTOBER 2024.
August Winner: FRANZ KLOFT MECHANICAL REPAIRS WON 5,000 BONUS REWARDS POINTS
Please note that this competition and participation in the Capricorn Rewards program are subject to terms and conditions. For the full Terms and Conditions, visit cap.coop/tc.
The countdown is almost over! A big shoutout to Venus Plains Logistics and Ashworth Automotive—our lucky winners of the Tyre Purchase Vietnam Holiday Promotion!
These Members will be heading to Vietnam with 5 friends for an epic adventure! From 2-12 October 2024, they’ll be soaking up the sights and sounds of this incredible destination.
A massive thank you to all the Members who participated. Stay tuned for more exciting opportunities ahead.
