am dealer news

ISSUE 5 / OCTOBER 2014
AM DEALER NEWS
A QUARTERLY NEWSLETTER FOR ASTON MARTIN DEALERS WORLDWIDE: IN THIS ISSUE...
NEW CEO
ANDY PALMER TALKS ABOUT WHAT LED HIM TO
THE ROLE OF ASTON MARTIN CEO / P2
REGIONAL ACTIVITY
THE DEALER NETWORK HAS BEEN BUSY IN 2014
& IT SHOWS NO SIGNS OF SLOWING DOWN / P3
BLUETOOTH UPGRADE PACK
AFTERSALES ARE OFFERING DEALERS A
SIGNIFICANT AFTERMARKET OPPORTUNITY / P4
ASTON MARTIN WELCOMES A NEW CEO AND A NEW ERA
PRODUCTION BRIEFLY STOPPED ON 1ST OCTOBER AS THE WORKFORCE AT GAYDON WELCOMED THE ARRIVAL
OF ANDY PALMER, ASTON MARTIN CHIEF EXECUTIVE OFFICER.
2013 saw Aston Martin celebrate its
cententary year: 100 years of automotive
excellence. It also saw Dr Ulrich Bez step
down as CEO, although he continues to
serve with the company as Non-Executive
Chairman on the Board of Aston Martin
Holdings (UK) Limited.
company in its next phase of technology
and product creation.
At the start of September 2014, Dr Andy
Palmer, 51, was announced as the new
CEO. A month later, he started his tenure
by introducing himself to the assembled
staff of the Gaydon headquarters and
production facility. Palmer then asked
them to pose for a photograph for Twitter.
Palmer said: “Being asked to lead
Aston Martin, an iconic brand with
tremendous global recognition and
potential, was an opportunity impossible
to refuse. Together we will create the
next generation of Aston Martin products
for the future.”
Dr Palmer, a British-born chartered
engineer, chartered manager and
businessman with 35 years of automotive
industry experience, assumes operational
responsibility for all aspects of the
Aston Martin business. He will lead the
Palmer started his professional career
in 1979 aged 16, as an apprentice at
Automotive Products Limited (UK) in
Leamington Spa, close to the Gaydon
Headquarters. After six years with
Austin Rover, he joined Nissan in 1991
He described joining Aston Martin from
Nissan as a decision of the head and the
heart and promised to lead the brand
forward into a new era of growth.
and moved to Japan in 2002. He spent
24-years with the company culminating
as Chief Planning Officer.
In 2012, Palmer was named the
automotive industry’s most influential
British executive by Auto Express, and in
2013, the world’s third most influential
Chief Marketing Officer (after Apple and
Samsung CMO’s) by the CMO Influence
Study, conducted by marketing firm
Appinions for Forbes magazine.
Palmer was also appointed Companion
of the Order of St Michael and St George
(CMG) in the 2014 New Year Honours
for services to the British automotive
industry.
We were lucky enough to speak to Andy.
Read the full interview of the following
page.
TELL US WHAT YOU THINK: WE WANT TO KNOW WHAT YOU WOULD LIKE TO READ ABOUT. GO TO: WWW.ASTONMARTIN.COM/DEALER-FEEDBACK
SPOTLIGHT ON: THE NEW ASTON MARTIN CEO
WE SPOKE TO THE NEW CHIEF EXECUTIVE OFFICER, ANDY PALMER, ABOUT HIS BACKGROUND AND WHY HE’S
EXCITED TO BE PART OF ASTON MARTIN.
What is your favourite Aston Martin and
why?
I’d have to say the current Vanquish, I’m
really looking forward to getting behind
the wheel. The DB5 is also a beautiful,
timeless classic.
Finally, if you could deliver one message
to the Dealer Network today what would
it be?
It’s a priority for me to meet as many of
you as possible in the early days of my
tenure. My mantra in corporate and
product planning has always been to put
the customer first - and no-one is closer
to our customers than our dealers. That’s
why I’ve chosen to spend the first two
weeks of my tenure meeting dealers in
Europe, The Americas and Asia.
Firstly Andy, welcome to Aston Martin.
How does it feel to be here?
It’s a privilege to be here. I received a
very warm welcome from the employees
at Gaydon on my first day and it was great
to meet several of our dealer partners at
the Paris motor show.
With
unprecedented
investment
commitment behind us, Aston Martin is
poised to create our next generation of
products. I’ve told our team to expect
new energy, some new faces and some
exciting developments to come.
We’ve seen from previous
communications and news articles that
your background is firmly in automotive
companies covering all aspects of the
business. How do you think this vast
experience will benefit you in the role of
Aston Martin CEO?
I believe the breadth of my operational
experience of over 35 years equips me
well to lead Aston Martin. My career in
the automotive business started as an
engineering apprentice and I’ve been
blessed to grow into leadership roles
which have been grounded in those
fundamental engineering disciplines.
My experience is highly relevant to the
challenges and opportunities ahead for
2
Aston Martin, and I share the passions and
ambitions of our team and our investors
to achieve the full future potential of the
Aston Martin brand.
What’s the most exciting project you’ve
worked on and what are you most proud
of?
It’s difficult to choose just one. The Euro 1
emissions adaptation of Mini which kept
Mini alive when it seemed impossible for
the car to live on. The Qashqai which
reinvented Nissan in Europe and the
Leaf which is becoming more and more
popular each day and has helped change
the perception of electric cars.
What are you most looking forward to
working on at Aston Martin?
Aston Martin is at a significant point with
a new generation of cars in development.
As the lifeblood of the company, I consider
delivering outstanding products as my
most important responsibility. We are at a
key milestone for a brand with a century
of heritage and a bright future ahead.
We will pursue that future aggressively
and leverage product development
investment to the maximum to extend
the reach, the appeal, the breadth and
the technologies of Aston Martin yet
further.
AM DEALER NEWSLETTER / OCTOBER 2014
I’ve discovered over my career that I
have an entrepreneurial motivation to
build businesses and proven experience
leading turnarounds. This was, I believe,
a key factor in the mutual appeal for me
and the Board of Aston Martin Lagonda
Ltd. I have a strong track record of
pursuing aggressively opportunities to
grow the business from a long-term
perspective of commitment and energy.
With unprecedented commitment from
the investors, this is a key milestone for
the brand’s future and I’m excited to take
the helm.
Aston Martin has important growth
opportunities ahead, as we develop the
next generation of our product portfolio,
leverage our relationship with Daimler,
and expand our diverse range of specialty
products such as One-77, Zagato, the
recent Lagonda, and offerings from Q by
Aston Martin. There are also opportunities
for further growth in China and the rest of
the Asia Pacific region. From my first day
on the job I’m already engaged on these
challenges and the mission of the future
of Aston Martin.
Thank you very much Andy.
We hope to speak to Andy again in
another edition, so if you have any
questions that you would like to ask him
then please get in touch and email them
to: dealerfeedback@astonmartin.com
REGIONAL NEWS
ASIA PACIFIC
STYLISH LAUNCH
Aston Martin Akasaka launched the
Vantage N430 and DB9 Carbon Edition in
style at a Tokyo based event.
Jonathan Middag, Marketing Manager,
has been involved in the event from the
beginning. “Mobility and exclusive cars are
what we deal with every day. These events put
our feet back on the ground again and teaches
us that exclusive cars, like Aston Martins, and
being healthy are not a matter of course. It’s
a wonderful experience to see these children
arrive very shy in the morning but leave with
a smile from ear to ear” said Jonathan. The
team are already planning next year’s event.
Jonathan said, “We have sponsored this event
for many years and we always participate with
a few cars”.
Aston Martin St. Gallen opened in Switzerland
in 2010 and from the beginning racing has
been a big part of the dealership.
Aston Martin Hilversum, in the Netherlands,
held the 15th Droomrit voor het Leven
(Dreamride for Life) event on 20th September.
This fantastic event gives 50 children with a
‘life changing illness’ the chance to enjoy their
dream car for one day and to forget about
their illness for a moment.
The climb, descent, rugged terrain, darkness
and tricky navigation generally ensures a 5060% failure rate over the 100 mile course, so
Tony was delighted to finish in 38 hours 39
minutes, which meant he completed it well
under the 40 hours and finished 144th.
TELL US YOUR STORY
Guests were also treated to fine finger food
and a range of special cocktails (green for
Vantage N430, black for DB9 Carbon Edition
and blue for DBS Zagato Centennial).
MAKING DREAMS COME TRUE
EXTREME ENDURANCE
“We’re also lucky that some of our respected
clients offer their time and cars for the event,
so we’re excited about planning for 2015”. To
see the official video of this year’s event click
here.
RACING PASSION
EUROPE
UK & SOUTH AFRICA
Tony Allen at Aston Martin Tyne and Wear
conquered one of the most spectacular long
distance trail races in the UK, the Lakeland
100 ‘Ultra Tour of the Lake District’. The
event took place in July and involved running
non-stop for 100 miles over 40 hours!
A collaboration with CoSTUME NATIONAL,
who designed the interior on DBS Zagato
Centennial, saw 100 Aston Martin owners
and prospects and 100 CoSTUME NATIONAL
VIPs attend the launch party.
The designer of DBS Zagato, Mr. Norihiko
Harada and the designer of CoSTUME
NATIONAL, Mr. Ennio Capasa (who designed
the interior of the DBS Zagato Centennial)
held a talk show for the guests.
Florian said, “Mount Panorama at Bathurst
is said to be one of the most beautiful, but
also most challenging race tracks in the world.
In 2013, we made the effort to ship a car,
equipment and people to Australia to live our
dream and finish this famous race. We were
extremely successful, finishing third in our
class. We’ll repeat this in February 2015”.
Our Global Dealer Network is full of
exceptional people who work extremely hard
every day in their jobs and in their spare time.
Business Partners, Florian Kamelger and
Andreas Baenziger wanted to hold racing
inspired events to “experience and live the
racing genes of the brand, and to attract
friends and customers with track days and taxi
drives to the power of these cars”.
Florian went on to say, “These events allow
our customers to experience, on a high level,
the Power Beauty and Soul of an Aston Martin
driven at the limits of a race track. And our
customers highly value this engagement.
Nothing tells a story better than the story
itself. Talking about a car with a customer
can’t be more authentic than showing him the
experience of a track day or a race”.
St. Gallen don’t just hold racing events, they
participate in them too. Their next racing
events are two VLN races in October at the
Nurburgring followed by the big challenge of
the ‘Bathurst 12 Hour’ in Australia.
We want to recognise the people that go that
extra mile to make a customer’s day truly
special or to help their colleagues. We also
want to recognise people who do exceptional
work in their community or conquer a huge
challenge.
So, we would really like to hear about events
and activities that people in your dealerships
are taking part in. This could be a dealership
run event for your customers and prospects or
a fundraising events for charity. Whatever it is,
we would like to hear about it.
Please email your ideas and information
to dealerfeedback@astonmartin.com and
you could feature in future editions of the
Newsletter.
AM DEALER NEWSLETTER / OCTOBER 2014
3
BROADEN YOUR MIND
BLUETOOTH UPGRADES - SIGNIFICANT AFTERMARKET OPPORTUNITY
Learning and developing is a very
natural process. It’s something that
we do everyday without knowing it.
So we’ve included some interesting
recommended reading below.
For those with a few hours to spare:
We are pleased to offer you a fantastic new opportunity to upgrade both your customers’ cars and your
own showroom and demonstrator stock, with our value-adding Bluetooth Upgrade. This provides you
with the same functionality as 15MY vehicles, meaning you can enjoy the following improvements and
benefits:
‘Contagious: Why Things Catch On’
by Jonah Berger is a fantastic insight
into the secret science behind wordof-mouth and social transmission.
•
•
•
•
•
•
For those with a few minutes spare:
•
Why you might not be as customer
centric as you think you are. Read.
•
Four simple ways to find new
customers today. Read.
Leaders encourage learning. Read.
DEALER STANDARDS
•
•
•
•
•
Bluetooth audio streaming allowing music to be played wirelessly through the car’s audio system
Compatibility with the latest smartphones
Larger phonebook access – now up to 2500 contacts (previously 750)
Fast scroll functionality – the tone rotary controller can be used to quickly scroll through phonebook
contacts by first letter or through tracks during audio streaming
Two call handling – switch to a new incoming call during an existing one
Full call list synchronisation – recent missed and received calls, and dialled numbers are available
on the display screen
Phonebook synchronisation – ensures a complete update of stored contacts every time the phone
connects via Bluetooth
Updated phonebook symbols to distinguish between home, work and mobile numbers saved against
a contact
Microphone sensitivity is now adjustable to allow for different phones and driving scenarios
Enhanced privacy – choose whether you wish to synchronise or download mobile contacts on to
the system
Ringtone – adjustable volume level
Access to voice recognition software, such as Siri
Additional language support
These kits are available to order immediately through the team at Parts Operations. For further information,
including part numbers, pricing and fitting times, please see Parts Operations bulletin I.PSB.2014.296
from 20th August 2014.
BROCHURE APP
Over the past few months we’ve
been working hard to provide you
with updated versions of the Dealer
Operating Standards. Your dealership
should have either received the
documents via email or will very
shortly.
The updates are based upon dealer
feedback together with modifications
to ensure the Standards are current,
relevant and reflect the very latest
Aston Martin business process. We
believe the end product of this update
to be a far clearer document, which is
easier to interpret and understand.
We expect all of our dealer partners
to uphold the Franchise Standards in
order to ensure the very best customer
experience on a global basis. If
you have any questions regarding
the changes or how to practically
implement the standards please
contact your Regional Manager, in
the first instance.
4
In July we were delighted to launch a new multi-platform
Aston Martin brochure app. Specifically developed following a
number of requests by dealers and sales staff located around the
world, the new Aston Martin Brochure Collection app is available
to download for free on both iOS (iPad and iPhone) and Google
Play for Android devices.
Our dealers value the quality, production and information offered
by our range of crafted brochures, they play a crucial role in the
sales process and are appreciated by both current and prospective
customers in representing effectively the craftsmanship and luxury
of our model range. We do, however, understand that at times
brochure requests are made either by enthusiasts or prospects
who are unlikely to purchase, therefore to make this content more
readily available and to give dealers the flexibility in deciding
when they utilise a brochure the new Brochure Collection App is
ideal for use across customer and enthusiast groups. Including all
the current brochures and automatically updating with new and
replacement content the Brochure app should be used actively in
dealerships and promoted to the public.
Given the specific choice and investment to develop the app
across both iOS and Android for maximum usage we encourage
all dealers to download the app for use on any device utilised
within the dealership both for reference and vehicle display and
sales purposes.
Download in iTunes (suitable for iPhone, iPad and iPad Mini)
Download in Google Play (suitable for all Android devices)
AM DEALER NEWSLETTER / OCTOBER 2014
CONTACT DETAILS
This issue we spoke to the Training Team. You should come into contact with them regularly
as they support your learning and development throughout the business.
Maria Plunket
General Manager Retail Network Development
Emma O’Shea
Global Dealer Training Manager
+44 (0) 1926 692396
maria.plunkett@astonmartin.com
+44 (0) 1926 692205
emma.o’shea@astonmartin.com
I’m responsible for Global Dealer Development
such as New Dealer Appointments, Dealership
Corporate Identity & Dealer Training. I travel
which is great as I love to visit new places & meet
new people. I also enjoy walks with my dog,
supporting Arsenal & taking mini breaks.
Prior to managing the team, I was the eLearning
Executive for 4 years, responsible for developing
the Academy, eLearning content, the dashboard &
Espresso site. Leading a team that has achieved so
much in the last 2 years has been great. Outside
work I enjoy watching films & seeing comedians.
Wendy Way
Senior Launch & Induction Training Executive
Lara Simmons
Senior eLearning Executive
+44 (0) 1926 644268
wendy.way@astonmartin.com
+44 (0) 1926 692701
lara.simmons@astonmartin.com
I organise all training courses around the world
as well as helping in the development & planning
of any new car launches. Outside of work I enjoy
gardening & have an allotment, so I grow my own
vegetables. I also support my partner when he
goes motor racing.
I develop all of the eLearning modules for the
Academy & videos for Espresso. I also look after the
Academy & answer any queries the Dealer Network
has about their online learning. In my spare time,
I enjoy making things and doing anything design
related. I also like reading, cooking & dancing.
Lara Voce
Training Support & Invoicing Co-ordinator
Scott Kinnear
Regional Training Executive USA & Asia Pacific
+44 (0) 1926 644760
lara.voce@astonmartin.com
1-949-379-3105
scott.kinnear@astonmartin.com
The majority of my work is in the Retail Design
Department where I help project manage the
design & development of our new & existing
Dealer Network. I also handle some of the day to
day running of the Training Academy. Outside of
work I enjoy art, design & exploring new places.
I manage & deliver product & technical training in
the Americas, & I deliver technical training in Asia
Pacific & Australia. I also support Marketing & PR
programs in the Americas. I enjoy outdoor activities
like mountain biking & camping in my own time. My
son’s sports activites take up a lot of my time too.
Andre Ashby
Technical Trainer UK, Europe & Middle East
Jamie Xiong
Regional Technical Trainer & Technical Support
Engineer China
+44 (0) 1926 644723
andre.ashby@astonmartin.com
+86 (0) 21 6062722
jamie.xiong@astonmartin.com
I deliver technical training to Aston Martin dealers
around the world. So far this year I’ve been to
South Africa, Dubai, China & Thailand. Outside
of work I enjoy spending time with my daughter,
mountain biking, going to the gym & working on
my air-cooled VW camper.
Martin Baines
Global Commercial Trainer
I am responsible for providing technical, warranty,
parts support & technical training for Chinese
dealers. In my spare time, I like taking photographs
& spending time with my child. I also like watching
& playing basketball.
Mike Damant
Global Commercial Trainer
Peter Williams
Global Commercial Trainer
TELL US WHAT YOU THINK: WE WANT TO KNOW WHAT YOU WOULD LIKE TO READ ABOUT. GO TO:
WWW.ASTONMARTIN.COM/DEALER-FEEDBACK TO MAKE SUGGESTIONS OF TOPICS YOU’D LIKE US TO COVER IN THE NEXT ISSUE.
AM DEALER NEWSLETTER / OCTOBER 2014
5