Peter Vosper: Look after the customer

Following my comments about manufacturers and how they may sell their products in the future, I have been reading how many towns and cities are proposing to revitalise their shopping centres. Unfortunately, shopping online was well underway before Covid struck but with customers not being able to go to those who were still there, many were forced out of business. As a result, many of our centres have very few small individual shops and are dominated by coffee, fast food, phone and second-hand charity shops with a number of national names dependant on the size of the local population. Many famous national names have reduced the number of their stores and either moved to out-of-town retail centres or withdrawn to larger cities, hoping buyers will drive for a special purchase. The danger is some car manufacturers believe buyers of their products will accept they will have to travel further and are already reducing the number of dealers who represent them.

These cost saving moves will create not only a loss of jobs but also an inconvenience and additional cost for buyers. Not only will they have to drive further to purchase their car but also to have service and repairs carried out. The question is will people in general be happy to accept these changes, at least in the short term. Why is it that many  European countries seem to have more local family businesses than we do in the UK? Do more people like to go out more as the climate is dryer and warmer? It is certainly not that simple and is likely to be more to do with the culture and demands of consumers.
Manufacturers of today are regularly looking at the buyers of tomorrow which is of course helping to ensure their futures but when this means a failure to provide the services required by all their customers, there is danger they will lose them to competitors who do.

Some retailers who understand what their customers would like will provide these necessary services but they will have a cost. When faced with this choice will car buyers be happy either to purchase online or pay the additional costs involved? In some cases the buyer may have no alternative. Already there is a reduction in the number of independent repairers as many find it difficult to find succession or compete with the increasing costs of parts and diagnostic equipment.
 
There is also a growth in the entrance to the retail motor industry by the larger groups whose size and influence will concern manufacturers but may well be happy to reduce the number of outlets to cut their costs.
Motor retailers will report their feedback from customers and hope this will remain a priority with their manufacturers. Satisfied customers are necessary for all our futures.