Additional technology is no match for old fashioned personal customer service

Service Advisors are probably one of our most valuable resources, however the job continues to be one of the lower paying and most stressful in a dealership. We continually add things to their plates that are supposed to make the job easier and better, however, most of these additional tasks only add to the growing list of things to complete with each customer.

Very recently I purchased a used vehicle which had a couple of outstanding recalls. I called to book an appointment with one of the larger ownership group dealerships. The call was answered promptly, however, the person answering did not have any real knowledge or experience pertaining to my call. They were able to book my car on the same day for what was to be a one-hour appointment, allowing me to wait at the dealership.

When I arrived at the dealership I was greeted promptly, and the person took my keys, confirmed my appointment and told me to wait in the customer lounge. During my wait, a few staff members said hello to me, however, no one met with me regarding my vehicle. After about 45 minutes I walked outside and noticed that my vehicle had not moved. Another 20 minutes went by, at which time a Service Advisor asked what I was waiting for, which I quickly explained and they notified me that a repair order had not even been opened yet.

They were extremely apologetic, and offered to book me in the following day. I explained I was travelling the next day, and this would not be possible. At that point the Shop Foreman wandered by, and the Service Advisor spoke to him about the situation and he said he could do the work in about 15 minutes if I could wait. If that hadn’t happened, I would have left the dealership and possibly not come back to them to get the recalls completed. The job was completed quickly, and I was on my way.

After the service was completed, I received a text with a video from the technician explaining what he had done and that the work was in fact completed. I also received a checklist specific to my vehicle, however, it was blank as all that was done were the recalls. I then received numerous emails about my experience, including a survey, and a note that I would be contacted by the manufacturer with another survey (and “anything less than a 10 was failing grade” etc).

Here’s why I share the details of this simple service visit; the only thing that mattered to me was getting my vehicle into service in a timely manner and to be kept updated while I was waiting. Instead of all the “frills”, it would have been a far better experience to have a properly trained Service Advisor (dressed in a manner that identified them as an employee in the service department) and to have a process in place for the Service Advisor to keep track of all their respective repair orders.

I really didn’t need a follow-up video of the technician telling me that the recalls had been done. This just added additional time before they were able to get another vehicle in the shop. Every time we add another process to a Service Advisor’s workload, something else suffers. Most of the time the Dealer Principal/General Manager has been sold on an idea or solution that has been developed by people/organizations who have never performed the job at hand. They have most often never opened a repair order and had six people lined up waiting for them to get their vehicle into service.

Technology is often seen as the solution, however in a lot of cases all it does is add another cumbersome step to an already incredibly stressful job. Senior management and suppliers must come to understand that many technology solutions/add-ons do not 100 per cent integrate with the existing DMS, and in turn, actually adds tasks that need to be duplicated numerous times to get completed.

The solution is communication with the front line. Service Advisors need to have input when new products or systems are being considered, and, (more importantly) need the same level of training provided to our sales teams.

I am not simply referring to training that focuses on how to sell more per repair order, but training that addresses key Service Department processes; how to manage the work flow through the shop, how to communicate and update customers on their vehicles progression while being worked on by the technician, and when the vehicle is completed for pickup.

All the system generated e-mails, texts and videos will never have the same impact as a person reaching out to their customer with quick, concise and accurate information.  Even in the current world of incredible technology, people still remember and appreciate the personal touch. Personal touch is the best retention tool you will ever have at your dealership.

The post Do you complicate the Service Advisor’s job? appeared first on Canadian Auto Dealer.

The 5th annual CADA Summit is fast approaching and the Canadian auto dealer team is eager to take in this year’s event. Our team has provided gavel to gavel coverage of the first four events, and we compiled our list of top 7 reasons we are looking forward to attending again.

The great view from 30,000 feet.
Many industry events we attend focus on the micro details of running a dealership: which keywords to use in your SEO strategy, how to set your F&I office for better performance, and what music you should play in the bathroom. All important details, but the CADA Summit flies well above the dealership level alone and looks and look at trends in the industry, the economy, and society at large and assesses the impact of all of these forces on the business of running a dealership. With the quest to provide consumer with the types of experiences they enjoy outside the dealership, the industry is struggling to adapt, and this year’s line up of speakers will address the gaps and how to close them.

David Frum and Donald Trump.
This Canadian-American pundit is a fixture on CNN and other U.S. television networks and doesn’t pull any punches or protect any sacred cows. During the recent U.S. election, Frum, a neo-conservative who wrote speeches for George Bush, very publicly broke from party ranks and voted for Hillary Clinton based partly on his assessment of Donald Trump. Frum’s keynote address providing insider views on what happened within the Republican party during the Trump ascendency, coupled with his take on what a Trump reign will mean for the U.S. and Canada will be worth the registration price alone. Ford’s announcement this week that they are shelving plans to build a plant in Mexico is evidence that the impact could be significant.

What is the sharing economy?
We are hoping that Robin Chase, co-founder and former CEO of Zipcar can help us wrap our heads around what the next generation is envisioning when it comes to transportation and the concept of vehicle and ride sharing. If vehicle ownership isn’t really as appealing for some, then what combination of public, private and shared transportation will get them where they need to go? What role will autonomous vehicles play in the mix?

The electric vehicle dilemma.
Consumers don’t want them, yet. But governments want consumers to want them. Not because they provide the ideal transportation option, but to fulfill broader societal and environmental goals. But the tide seems to be turning towards EVs, and this year’s panel of government, industry association leaders and experts will dive into the apparent contradictions around EV adoption rates and the right mix government intervention. This session should make for some interesting, and we hope, even some heated discussions.

Forecasts and predictions from economists.
Dealers, like most of us, have broader concerns about the impact of the economy on their own personal and financial well-being, and the impact of trends like high consumer debt levels on buying decisions. Are housing prices headed for a cooling off, and what can we expect from the car-buying public in the year ahead? The prognostications and debates from senior economists who make a living studying these things are always a popular session with the dealers we talk with at the event.

The disruptors.
There are so many companies that are sliding into the dealership world, nibbling away at a chunk of their business. Is this a new broader strategy to improve the dealership customer experience by partnering with best of breed providers? Or is this a trojan horse that threatens to erode dealership margins by the death of a thousand cuts? This panel session will feature companies that are providing service to dealers and consumers, and will explore how everyone can remain happy and profitable within the new ecosystem in the auto retail network of the future.

Networking and food.
As at the previous CADA Summit events, it’s a who’s who of the elite ranks of Canada’s top dealers and industry players. The event also features OEM leaders, and distinguished speakers all of whom meet in fairly close quarters which helps encourage easy access for conversations. The agenda provides lots of good time for networking and discussions in between the sessions during the food breaks. (The food is always terrific.) Our editorial team has had to break up some of these engaging conversations between industry heavyweights to get our own interviews done. Our apologies in advance to those conversations we will interrupt yet again at this year’s event!

The CADA Summit is backed by an exclusive sponsorship from TD Auto Finance.

To register, visit: www.cadasummit.ca

The event always sells out, and although some dealers seem to wait until the last minute, if you want to book a spot for you and your team members, we’d encourage you to sign up today. General managers and other senior managers would also hugely benefit from the insider access to some of the best thinking in ur industry, so consider bringing your team.

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Tools of the trade

Wheel Washer – Automatic wheel washer

The Automatic Wheel Washer by Martin Industries deep cleans chrome and painted wheels.

The Automatic Wheel Washer begins the washing cycle for 80-120 seconds, depending on the state of the wheel, and then goes to three working phases.

The first stage is the pre-wash function, which removes coarse dirt from the wheel. The second is the softening action of the detergent that dissolves the dirt structure. The last process is the deep cleaning, created through the rotating nozzles that are operated by a high-pressure pump.

Lock it in – LaserLock body scanner software

With the LaserLock™ new body scanner software, you can identify incorrect pull set ups before they’re created, preventing additional damage to the vehicle. This scanner locks in 45 pre-defined high-tech targets so that no vehicle leveling is intended. Technicians are also able to deliver reports on time, which helps speed up the repair process.

A live mapping feature with a portable laser scanner can be used for blueprinting throughout the shop, as well as on two post vehicle lifts. The LaserLock also leaves the frame rack free so that it can be used for repairs.

The post Shop talk appeared first on Canadian Auto Dealer.

From cabinets to wheel balancers and more, there were plenty of exciting products on the fixed ops side at the 2016 NADA Convention & Expo to help technicians improve speed and efficiencies. Canadian auto dealer spoke to several vendors to learn more about some of the latest products that were unveiled.

Rhino Linings
Russell Lewis, Founder

“This year we are showing off a couple of opportunities for dealers to get into the sprayed-on truck bed lining business. We have a high pressure alternative and a low pressure alternative. Depending on the volume that the dealer does, they have a couple of equipment choices. We love the truck sales. They’re back to historically high levels, and of course truck bed liners are the number one accessory. Sprayed-on truck bed liners have gained substantially in popularity and Canada is a great market for us. Trucks and bed liners are in high demand in Canada. We have really good margins for the dealers and they enjoy the simplicity and efficiency of our product. They bring in liquid materials and they create the bed liners on site. It’s relatively easy and hassle-free, and it’s been a very good profit centre for them.”

Nelson Industrial
Jeff Nelson, President

“Transparency is a big component in the service area. There are waiting rooms, cafes, and whatnot, just to make the customer more comfortable while they’re at the dealership so they can look into the shop. That’s where our product stands out. Aesthetics and neatness are inherent in our product. We’re launching the next generation of the NEOS product. Most notable in our system is the wall that serves dual purpose. It creates visual impact in the dealership, one of cleanliness and organization. But the wall also provides a functional benefit. It allows tools, diagnostics, IT modules and a whole host of accessories to be stored in a very neat and modular fashion. That is something the competing brands do not provide.

It’s not just pretty, though. It also has a lot of functional benefits, a lot of innovative storage modules that really speak to the efficiency and productivity of the technician. At the end of the day, if the tech is organized and pleased with the work environment, they’re going to be productive and that’s going to benefit the dealer’s bottom line.”

Hunter Engineering
John Peron, Director of Canadian Operations

“Specifically, we’re talking about the Road Force Elite that we have here. We’ve been able with our camera technology to take modular portions of it from one piece of equipment — our liners — over into the balancing portion and what we’ve been able to deliver is probably a 10 or 15 per cent efficiency gain for each of the dealers. Why that’s important is if you’re scheduling things out for a one or two hour job, you can now get that done a little more efficiently. What that means is you can probably look at additional services or additional jobs every day to generate additional revenue….The dealers are trying to make sure that consumers, when they buy their vehicle, want to get them serviced at their locations. The way to do that is to engage them. We have been so fortunate that the technology and engineering portion of what we do allows us to be able to really enhance not only the technician efficiencies in the back of the shop, but it also allows us from a retail standpoint to provide some assistance to their advisors.”

Graco
Amy Anderson, Director of Channel
Marketing, Lubrication Equipment Division

“Here in our booth at NADA we have our GRACO fluid management system, Matrix. Matrix is really a solution that allows dealerships to account for all oil that they use in their facilities. If they have 300 gallons of oil, they know that every ounce of that 300 gallons of oil is accounted for and in their customers’ vehicles. The beauty of Matrix that we add is that it’s a wireless system. We know a lot of dealerships are focusing on upgrading their systems, and with our system you don’t have to completely tear out the old system and put in ours and have all these expenses. Our Matrix Fluid Management System also can track your used oil — your waste oil. When a tank gets full of waste oil, the Matrix system can automatically send a notification to your fluid reclaim vendor who is coming to empty your tank, so you don’t have any spillage or overflow of your waste tank.”

The post Hot new products appeared first on Canadian Auto Dealer.

LIGHT AND DURABLE

Panasonic Toughpad FZ-F1, FZ-N1

Panasonic has come out with two new handheld tablets that it says are the world’s lightest fully rugged handheld models on the market.

Unveiled during the Mobile World Congress in Barcelona, the Panasonic Toughpad FZ-F1 and FZ-N1 models are said to be ideal for the transportation sector. They can be used in a variety of applications to improve efficiency and productivity, said Panasonic.

These 4.7 inch Android and Window powered devices have gone through tough tumble tests that saw the devices endure 2,000 consecutive 3.3 foot drops, said the company. They are also fully sealed against dust and are also submersible, making them ideal for a service bay.

Other features include an ergonomically designed angled rear barcode reader, glove enabled and multi-touch sunlight viewable display and a rain sensing mode, said Panasonic.

“The majority of handheld computer solutions in market today are using an antiquated OS and are vastly underpowered. Additionally, older devices aren’t compatible with today’s standard enterprise applications, offer poor voice and data features and are larger and heavier than they need to be. The Toughpad FZ-F1 and FZ-N1 handheld tablets give companies looking for an up-to-date, powerful, flexible and purpose-built solution, an excellent option that will improve efficiency, productivity and bottom-line performance for years to come,” said Jan Ruderman, Vice-President, Business Mobility Group, Panasonic System Communications Company of North America.

The Android-powered Toughpad FZ-N1 will be available as a WiFi model in March 2016 with a voice model to be introduced in summer 2016, said Panasonic. The Windows 10 loT Mobile Enterprise-powered Toughpad FZ-F1 will be launched as a data and voice model in fall 2016.

EASY MANAGEMENT

Matrix Total Fluid Management System

Looking for ways to control costs and track the fluid inventory at your dealership? Graco Inc. offers a solution with its Matrix Fluid Management System.

Using Graco software, the Matrix system tracks and monitors dispenses and manages tank inventory of bulk oils, coolant, antifreeze and other fluids, said the company.

Service advisors can also program automatic alerts when fluid is low, and automatically set the system to re-order fluid or schedule waste pickup when necessary. The company said Matrix works with the dealership’s DMS for automatic billing, workflow improvements and other efficiencies.

Graco will be displaying the Matrix Fluid Management System at the National Automobile Dealers Association (NADA) Conference & Expo 2016 on April 1-3 in Las Vegas, Nev. in booth #4801C.

The post Shop talk appeared first on Canadian Auto Dealer.

MAXIMUM PROTECTION, Weld fume extractor & dust extractor

Chief’s new weld fume extractor and dust extractor received approval from Ford Motor Company for use when repairing collision damage on the aluminum-bodied F-150 pickup truck. The two shop tools are the latest additions to the list of Chief collision repair products available through the Ford Rotunda Dealer Equipment program.

The mobile Chief fume extractor collects weld fumes at their source, providing better protection against breathing toxic fumes for technicians than overhead vacuum systems, says Ford. The company also explained its “Quick Seal” filter door reduces maintenance downtime.

For maximum productivity, the fume extractor can be fitted with an optional arc detector that starts the extractor as soon as the technician strikes an arc to begin welding.

Chief’s dust extractor collects and contains particles that are released when aluminum vehicle body panels are sanded, to help prevent corrosion, says the company.

Made of all-stainless steel construction, this tool will not corrode from the inside once aluminum dust enters its system, the company adds.

The Chief dust extractor’s containment vessel can be emptied independently of its water tank. This allows technicians to properly dispose of collected solids instead of pouring them down the drain with the wastewater.

TIGHTER TOLERANCE, Steel alignment tools

Quarter Master has released new steel alignment tools enabling technicians to perform dependable clutch-disc alignment, especially in multiple-disc clutch units.

Made of steel, these tools are held to tighter tolerances than their plastic counterparts This allows them to simulate the transmission input shaft, and create a better fit between the clutch and flywheel. Ford says this results in a much smoother transmission installation.

These tools feature longer spline lengths than plastic options, ensuring that the tool will fully sit in the crankshaft pilot when aligning multiple-disc clutches.

Quarter Master Steel Alignment tools are available for a variety of Ford, GM and Nissan applications.

EASY VISIBILITY, Intelligent window tint

A new type of window tint is set to appear in your service bays.

At the Consumer Electronics Show (CES) in Las Vegas early January, automotive supplier Continental presented a demo vehicle in which all of the windows can be darkened at the touch of a button.

Dubbed “Intelligent Glass Control,” this new product uses special films which are inserted into the glass and which change their transparency through electric control signals.

“The selective, incremental darkening of the side and rear windows, as well as parts of the windshield, not only offers considerably increased comfort for passengers, but also makes driving safer,” said Andreas Wolf, head of Continental’s Body & Security business unit.”

This technology can also help reduce the interior temperature by relieving the air conditioning unit, making the vehicle more energy efficient, said the company. The company added these measures can help reduce C02 emissions by four grams per kilometre, increasing the range of electric vehicles around 5.5 per cent.

The post Shop talk appeared first on Canadian Auto Dealer.

Leader Auto Resources (LAR) inc., North America’s largest car dealer buying group, celebrated its 35th anniversary in the fall.

The theme of the celebrations was “from one generation to the next”, a mindset referring to the many succession and consolidation challenges the franchised dealer world faces.

Celebrations were held in Toronto, Gatineau, Montreal and Moncton with dealer principals and general managers of the dealership members of the buying group.

“[It was] a huge achievement worth celebrating” said member dealerships, who are also shareholders of this sizeable co-op. “No other program or offering across the continent can come close to the dynamics LAR has been able to modestly but very effectively organize,” they added.

In fact, the global approach instilled by this buying group has allowed them to create ties with the big guns of the industry: the Canadian Automobile Dealers Association (CADA), Corporation des Concessionnaires d’Automobiles du Québec (CCAQ), the CarrXpert banner, service department planners and builders, paint manufacturers and other companies involved in a number of dealership services.

Being part of TECAR, a 13,000 dealership-strong international buying group, adds to the strength of this powerhouse.

LAR started as a simple but innovative company and is now the biggest franchised new vehicles dealer buying group in North America

CONTINUOUS IMPROVEMENT

“The business, through the help of its loyal and faithful dealer members, is now the biggest franchised new vehicles dealer buying group in North America,” said Robert B. Issenman, president of LAR.

“This rings true in terms of sales, profit, number of dealer members, geographic reach or even the scope and diversity of the products we offer. Today, the growth has reached new heights with over 1,600 dealerships being served through distribution centres in Montreal, Quebec, St. John’s, N.L. and Albany, N.Y. And we serve any dealership, no matter which brand they represent, what size their business is or where they are located.”

Even though results have been outstanding, this seems to be only the tip of the iceberg.

“The most amazing aspect is there are still many areas we haven’t developed yet that are totally accessible,” added Issenman.

“Considering the scope of the transformations the automotive retailing business is going through, LAR’s adventure is set to last. The reason is pretty simple: we see and understand the need to change, to adapt and refine our business in sync with the changing reality of the dealership and we do so with our members’ full support. We make sure to do so while keeping in mind our founding values of integrity and quality we have been known for all along, set as they were by our founders 35 years ago.”

CELEBRATION IN MONTREAL

After having celebrated in many other cities, LAR brought its 35th anniversary celebrations to Montreal on Nov. 17, inviting over 120 dealerships, as well as many industry insiders.

“LAR is now 35 years old! We are here tonight to take a break, make a small retrospective look at the past with pride, but also look at the future with a renewed energy,” said Issenman to his guests. “LAR started as a simple but innovative company and is now the biggest franchised new vehicles dealer buying group in North America.”

CARRXPERT GROWS OUTSIDE OF QUEBEC

LAR has won the mandate, following a new partnership agreement with the CCAQ to promote and develop the CarrXpert banner outside of the province of Quebec.

LAR will expand the vehicle repair banner using the same strict guidelines, criteria and vision having made its success in Quebec. Maurice Roy, general director of CarrXpert, is expected to lead the project.

The post From one generation to the next appeared first on Canadian Auto Dealer.

That’s newsworthy, partly because the brand carries a strong image. But in reality, this is just one more vehicle being added to the now lengthy list of models that are either fully electric or use some form of electrified powertrain.

Add to this all of the new technologies available in our vehicles, and it becomes clear that service departments need to get up to speed with the new service and repairs required for these technologies.

Manufacturers are offering special training to keep up with specific repairs and general maintenance for each model, but does your team fully understand how these technologies work?

Your technicians have a good understanding of how a gas engine works and the basics of how to change an ECU, but electronic components are a whole different story. It’s tough to describe the necessary repairs if they sound like a foreign language.

In this new age of electronics, guesswork is costly — both for the dealership and for the customer.

When it comes to technicians, ensuring new hires have a strong understanding of electricity and electronics is now essential, while extra training for your current team is going to become an ongoing requirement.

Don’t wait for your OEM to come up with a solution. You need to take the lead and get ready now.

These new vehicles are not revolutionary, but they do represent a technical evolution that requires an extra set of skills.

In mid-November, Scott Keogh, Audi of America President, announced the company’s commitment to achieve at least 25 per cent of U.S. sales from electric vehicles by 2025.

This also rings true for Canada, and many insiders I have spoken with say they are committed to making those targets or even setting the bar higher.

It is up to you to make sure your dealership is ready at all levels.

The post Electrify your team! appeared first on Canadian Auto Dealer.

In today’s competitive auto retailing segment, fixed ops managers sometimes need a little more than efficiently-run service departments to keep customers happy.

That’s why an increasing number of dealerships across the country have adopted a variety of innovations to win service business and keep customers coming back.

To discover just what fixed ops managers are doing to meet this challenge, Canadian auto dealer checked in on dealerships across Canada to see how they are striving to stand out.

GOING THE EXTRA MILE

Courtesy shuttle services have become popular, and many dealers bus customers to local shopping malls if the job isn’t going to take long. Stores close to major international airports often arrange shuttles for customers who are leaving town while their vehicle is in for service.

Dealers located in auto malls often co-operate to provide free shuttles throughout the day to shopping centres, business districts and rapid transit locations.

This is the kind of service customers like to get used to, and once they’re familiar with the routine, they are often reluctant to establish another one. That’s how the dealership keeps their business.

While it may not be economically feasible for some stores to create the kind of customer experience expected by buyers of high-end luxury vehicles, there are still some simple ways they can elevate the experience.

HIGHER EDUCATION

The average customer might not want a technical thesis on the service work being done to the vehicle, but we found many do want a simple explanation.

It’s good policy to conduct a walkaround check of the vehicle with the customer and explain what the work entails, possibly using a tablet with one of the available software solutions.

They might not understand every aspect of the service, but an explanation will help make it more transparent. They’re also less likely to dispute the bill when the service is completed.

One group of dealerships in western Canada goes a step further by inviting new owners to regular “owner’s night” events where they can meet associates from the dealership and get to know their new vehicle inside out —and it’s maintenance schedule.

It’s also good practice to keep in contact with customers throughout the service work using phone, email or text messaging to report job status, and whether there are additional recommendations.

Many dealers also make a point to emphasize their technicians are technically trained and are experienced in working on repairs for the brand.

ADDED AMENITIES

For customers, there’s nothing worse than waiting for service in a cramped waiting room with out-of-date magazines, and decorated with a dusty display cabinet containing nothing but a couple of oil filters and a dreary row of OEM coffee mugs.

While it may not be economically feasible for some stores to create the kind of customer experience expected by buyers of high-end luxury vehicles, there are still some simple ways they can elevate the experience.

We found one luxury vehicle dealer who provides service customers with a private lounge that has not only WiFi and computer work stations, but also hot and cold beverages, fresh fruits and baked goods, daily newspapers and even a massage chair.

Another large dealer chain offers reward points with service, parts and accessories, which can be used to buy groceries. A customer perk like this could be offered by any store that takes the time to develop a relationship with local supermarkets or other non-auto businesses.

It’s important to think about all of your customers’ needs. Although OEMs relentlessly target young buyers in their TV commercials, seniors are a big demographic and form a solid customer base for fixed-ops business.

Courteous and speedy attention can pay off, as many dealers confirm, if trouble is taken to look after those with special needs or mobility demands.

A young customer might not mind a few minutes walk to the nearest transit link, but an older one may find it a challenge and would appreciate some help.

The one thing that is a must in every service waiting lounge? Wi-Fi.

STREAMLINING APPOINTMENTS

Busy customers always appreciate a fast and efficient appointment handling experience. Almost all dealers today have online booking capability, though some stand out.

Many offer 24 hours a day, seven days a week, response, something that could not be achieved as easily through taking calls.

Since computer technology changes almost daily, savvy dealers are continually upgrading their online services and streamlining the booking process.

Several stores Canadian auto dealer researched offer online parts purchase services that have been well received by customers with busy schedules.

Innovative customer satisfaction initiatives are common enough around the retail vehicle industry, and there are certainly some standouts.

Whatever steps are taken to win and and keep fixed-ops business must be part of an ongoing effort that keeps pace with technology, constantly studies customer response and always strives towards higher standards.

The post Super service appeared first on Canadian Auto Dealer.

Since 1946, Hunter Engineering Equipment has come up with new ways to improve service bays for dealers.

“The core business of Hunter is alignment, alignments lift racks, tire changers, wheel balancers and vehicle inspection systems,” said John Peron, Director of Canadian Operations for Hunter Engineering Equipment.

To amp up its Canadian operations, Peron said Hunter opened a new state-of-the-art facility in Aurora, Ont. about 14 months ago.

Previously based out of Newmarket, Ont. in a 15, 000 sq.ft. building, Hunter now has access to over 45,000 sq.ft. of space, including warehouse and offices, along with a training facility.

Set up as a working training centre, the area allows up to 20 students to be work with the tools, and can hold up to 75 people in a special media conference and classroom.

Part of the training centre is an area Peron is proud of: the Power Bay.

This section showcases every type of tool offered by Hunter. It’s linked to a waiting room, replicating a dealership’s full service bay, with an adjoining customer service area.

This setup opens up efficient training possibilities, said Peron.

He added Hunter’s partners and customers can use the media conference and classroom for their own meetings, with or without the company present.

“We believe in partnerships as in helping our partners in any way we can,” said Peron. “Giving them access to our top-notch facilities is one of many ways we are happy to help.”

These new installations mean Hunter’s Canadian division can now provide training in Aurora, rather than share the main corporate facilities located at the company’s headquarters in St. Louis, Mo.

While the new facilities are exciting, Peron is most passionate about the inspections equipment that’s become popular with dealerships.

“These inspection racks allow a service department to highlight in less than three minutes the state of a vehicle’s brakes, tires, alignment and regulatory safety items like head or tail lights,” said Peron.

“All this while the car enters for a simple oil change. This allows a good and fruitful conversation between the service advisor and the customer.”

For Peron, all of Hunter’s solutions are about providing quality tools, servicing the customer quickly, and supporting dealerships.

“To this effect, the company has a four-48 policy,” said Peron. “If a problem occurs, we will be on site to assess the problem within four hours and guarantee the equipment will be back up and running in less than 48 hours. To do so, our service representatives carry inventory in their trucks and we have over a million dollars worth of inventory in our warehouse, ready to ship.”

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