Car Care Plan

	The first 12 months for Paul Paul Newton – Managing Director, Car Care Plan. With nearly 12 months having passed since his appointment as Managing Director of Car Care Plan, Paul Newton has been talking to Contact about the highs – and lows – of being at the helm of Europe’s leading vehicle warranty provider. "The year has been basically one of tremendous enjoyment," said Paul, who is 46 and married to Tina. "It has also been an eye-opener in terms of the breadth of the job and the range of business activities I get involved with. "There are so many aspects to Car Care Plan – it isn’t just about selling warranties. Perhaps what has come most forcibly across is the importance of the people here and the way everyone pulls in the same direction." A keen 10-handicap golfer, Paul’s background is in motor industry financial services, and he thus speaks of pride at the record year the company has just enjoyed – a trend which is continuing this year, with sales already ten per cent up over the same period in 2005, despite what is to some in the industry a contracting market. "That’s not down to me! It is due in part to our excellent staff, and the way new people have integrated with them. Another factor is of course the new business we have gained and the fact that we have successfully restructured our European operation." The partnership with Black Horse Motor Finance, he said, was developing well, as was business with larger dealer groups. The reasons for Car Care Plan’s success in such a competitive marketplace, said Paul, were various. "We have an ethical attitude and go about our business in the right way, and we tend to keep our customers by providing the service they are looking for. We have had an ultra-professional approach for more than 30 years, and we are now reaping the dividends of that." Of the future, Paul, a member of the Institute of Chartered Accountants in England and Wales, did not expect much change to warranties, as the basic product was now so comprehensive. "The challenge is to make the product even more attractive and to broaden the brands we work with. We are also looking at alternative products, but our fundamental core skill is, and will continue to be, motor warranties." Paul spoke of the highs of his job – but what are the lows? "Not many," he said. "My main bugbear is not having enough hours in the day to achieve all the jobs I want to get done which is a constant frustration to me!" top of page Warranties work for Marshall Left to right: John Saleh, Car Care Plan, Frasier Gillespie & Tony Fitch, Marshall Motor Group A used car warranty is by far the best value warranty a consumer can buy – that is the firm belief of Tony Fitch, Used Car Manager for the Marshall Motor Group. Tony, who is 37, worked closely with Car Care Plan during the development of MarshallCare, a highly-comprehensive package which includes in its programme not only extended and used vehicle cover but breakdown assistance, MOT test and tyre insurance, GAP, and Retail Price Protection. His parish is a large one. The Marshall Group has 40 branches, mostly in East Anglia, with franchised dealerships in Chrysler Jeep, Citroen, Ford, Honda (both cars and motorcycles), Jaguar, Land Rover, Mitsubishi, Nissan, Peugeot, Seat, Toyota, Vauxhall and Volvo. Tony speaks from the heart when he says: "One of the problems is that people can look at a vehicle warranty in the same way as that for white goods, which means they don’t realise what tremendous value it is. "With labour rates at typically Ł85-Ł90 an hour, pound for pound a vehicle warranty is by far the best value of all consumer warranties." His and the used car sales team’s approach is to tell customers what is not covered by MarshallCare, and this is reinforced by a very clearly-worded handbook which goes into considerable and transparent detail. "We tell them that if an item isn’t listed in the booklet then it’s covered," he said. Tony, who has been in the motor industry for 15 years – 13 of them with Marshall’s – is commendably honest about the Group’s used vehicle warranty performance. "Five years ago warranty was a large revenue source, but then manufactures went to three year cover and as a result I have to admit that for three or four years we got out of the habit of selling warranties. "It has been a long and slow process of reeducating our people, but I would like to think we are now more professional and we are getting there, although there is still a way to go. In this regard, Car Care Plan has an ongoing programme to train our guys." The Group sells 12,000 used cars a year, of which about 55 per cent are three to 20 months old. "Warranty in this sector is a big opportunity for us. Someone buying, for example, an 18-monthold vehicle will have a balance of 18 months on the manufacturer’s warranty, and we will sell them a Car Care Plan 18-month extension to give them a full three years cover." This top-up process is managed closely by franchise, to ensure that manufacturer approved used-car standards are not compromised. Despite the fallow period after the manufacturers went to three years, Tony estimates that the Group is on track to get back to the numbers previously enjoyed. "Indeed, our service department is selling more warranties than ever before. "And warranties are very good for retention in both the sales and aftersales departments. If someone has a Marshall warranty they are more likely to come back to us for repairs and servicing, which also increases the odds of them returning to us when it is time to buy another car." MarshallCare, which was launched in January last year on the day the new FSA regulations came into force, was as good as the best warranty and insurance programmes in the industry, said Tony, who works closely with Group F&I Manager Fraser Gillespie in driving and promoting sales of these products across the Group. He was also full of praise for Car Care Plan. "They do a very fine job in looking after our money whilst providing an excellent service to our customers. They are well respected in the industry, and with us it is a relationship thing – we have known them for years." top of page Great service from Black Horse Motor Warranty Spencer Gale Britannia Cars, Kent. For Spencer Gale, the Car Care Plan administered Black Horse Motor Warranty is ideal. Or, in his own words: "Fantastic, a good range, and very versatile." Spencer runs Britannia Cars of Sidcup, Kent, with his brother Ben and father Nigel, whose business it is. They’ve been on Blackfen Road for 15 years, and sell about 250 cars a year, mainly two to five years old and in the Ł3,500-Ł10,000 price bracket. The business has been with Black Horse Motor Warranty since the product was launched in April last year. "As big as Car Care Plan is, we find the Black Horse name and logo is instantly recognised by customers," said 32-year-old Spencer. "We are very, very pleased with it. "We get a good service, the rep is fantastic – you couldn’t wish for anyone better – and it is ideal for a business such as ours." Jonathan Heap, Head of Marketing at Car Care Plan, said: "We are delighted to receive such a ringing endorsement. "In addition to dealer groups and car supermarkets, independents like Britannia Cars are finding the Black Horse Motor Warranty is tailored perfectly to their needs." top of page Proton Finance and Car Care Plan in warranty launch Left to right: Brian Collier, Managing Director Proton UK and Ian Durston, General Manager Proton Finance A Proton-branded warranty programme has been launched throughout the company's 68-strong UK dealer network. Jointly developed by Proton Finance and Car Care Plan, the programme includes a new vehicle extension, and three levels of cover for used vehicles up to ten years old/100,000 miles. Options include MOT Test insurance and RAC Assistance. Any make and model may be covered by the programme, which is the first partnership between Proton Finance and Car Care Plan. Jonathan Heap, Head of Marketing at Car Care Plan, said: "We are delighted to have developed this warranty initiative with Proton as the company moves forward in the UK." top of page Car Care Plan Strengthens Sales Team with New Manager John Saleh – National Sales Manager, Car Care Plan. Car Care Plan has strengthened its sales team with the appointment of John Saleh to the new position of National Sales Manager. John, 45, joined CCP two years ago as Development Manager. In his new role he will head the department which is responsible for the company’s rapidly expanding dealer business in each of the company’s 3 sales regions. A keen golfer, John has been in the motor industry for 25 years. top of page	The first 12 months for Paul Warranties work for Marshall Great service from Black Horse Motor Warranty Proton Finance and Car Care Plan in warranty launch Car Care Plan Strengthens Sales Team with New Manager