Dealer profile Vindis Grouptraumatic for us than for some of the guys that have received written terminations or been given notice."We're ahead of most standards anyway. There are a couple of sites we're looking to develop further to give us more space."It has redevelopment plans for its Audi Northampton site which could be a new Audi Terminal corporate identity building.Customer serviceHaving a strong portfolio of brands is only one crucial element in creating as successful dealer group. Another essential is customer service.Vindis said: "Customer service is my all. A lot of businesses would say that, but what do you actually do operationally within your business to deliver that?"We work intensively with all our staff to give them a voice to feel valued and I believe that's the starting point for them to deliver a service."Vindis has the business mantra "help yourself, help us and help your customers".Vindis is aware it's easy to pay lip service to delivering an experience, but that culture has to be embodied ContinuesIf Apple makes it, Vindis has it. Jamie Vindis loves technology and brings that into his work life. He said: "Nearly everyone has an iPhone or a smartphone and iPads and yet we don't build them into how we operate."Vindis ran a VW pilot in 2011 based on the digital showroom, an interactive platform where customers walk in, configure cars and see features of products via iPads. Product is drawn out graphi-cally and animated. There are 15 iPads throughout the showroom, sales executives have one each and then each of the cars in the showroom has one too.He said: "Apple products are so well designed people can't help but play with them. We're trying to work that into every aspect of our business. We started it with the VW concept which is being rolled out, but I want to move that into everything we do."Vindis wants dealer management systems, all interaction and the systems that sit behind them in the showroom to be more engaging and more relevant for staff and customers.He said: "There are loads of systems that bolt on to The iPhone generationwithin the business to make it work.He said: "Culturally I have to thank my grandfather, my father and my uncle for that. They're the ones that have set the scene over 52 years for that to still be the way we work today. I care about how we treat people because that's the longevity of our busi-ness."Recruitment processCustomer facing members of staff, from hosts to sales execs, service advisers and managers, are recruited by an assessment centre. The group holds assess-ment days where the manage-ment team sits down with 40 potential candidates.Vindis said: "Every single member of staff comes through that. It's not just about skills sets; it's about personality and group dynamics. It's not an hour interview. I need a day of your time. If you're successful I will train you, coach you and develop you like no other business will."That's where our ethos starts with the setting of that expectation from the recruitment process."As a result of Vindis' recruitment process, staff turn-over is below 10%.Vindis has three of the top 30 VW sites in the UK and "We work intensively with our staff to give them a voice to feel valued"
New car marketNewsDealerprofileUsed car analysisInsight: RecruitmentPeugeot UKNewsdigestNew carnewssystems you might already have, but there is nothing currently that completely changes our industry."We need to move on and challenge the idea that we're just doing the same thing over and over again."Often it is systems and processes that prevent development. That's the stuff I really want to tackle head on. We're in early days of creating something completely different for our world. We'll still have a showroom and we'll still have an aftersales facility, but how we interact and how our customers interact with that could be a completely different experience. For me, that's the game changer.""I'm not worried about internet sales, I'm worried about getting to a stage when a customer walks through the door and we deliver something that they're not looking for and can't relate to."Vindis is in the development stages to see how systems and processes can be developed onto a new digital platform.He said: "You stand in an Apple shop and nobody ever sells to anyone, they just help you get what you want. For me that's where we need to get as an industry. It's about moving the standard of interaction from a straight sales/customer relationship, to one where we can help you achieve what you want to achieve. If we don't do that, we'll be left behind."what we search for and how we buy. Then we try to constrain people into a very rigid structure."But how far away are online sales and how far away does Vindis want it to be?Vindis said: "I am strongly of the view that a car is the second biggest asset people will buy outside of their house."As such, the UK is probably more materialistic than perhaps other countries. Look at the number of people that own a house verses any other country."It will mean that the progress of a direct internet sale will be slower or further off than it is in other countries. People still want to come in to touch the product."As long as people continue to visit showrooms, you stand a chance of closing on a sale. I'm comfortable that the showroom environment will remain well into the future."three of its five Audi sites are in the top 40 in the UK.He said: "Although customer service is one element of our job, it's about delivering a very balanced perfor-mance. The best measure is to stand there in front of the brand and to be the number one market area. We're not quite there, but that's what we're heading for."Vindis craves more feedback into the business. The company is rolling out new ideas for sales and service departments that give customers the opportunity to give direct line feedback. The group runs programmes whereby sales customers get a contact when they don't purchase 10 days after their initial entry into the system.He said: "What we need to be doing is understand what someone's expectation was when they walked into the business and whether we did that and that's all it needs to be."InternetVindis recently visited NADA, but he didn't feel there was really anything new to offer."The encouraging thing I took from that is that we're not that backward in the UK. We're not as far behind or underdeveloped compared to the US as people think.Vindis wants the industry to move on and he believes there's an opportunity for the group to develop a way for people to interact with a dealership in the same way they interact with everything else in the world.He said: "We forget what we do when we go home,