Arnold Clark Autoparts Group Factor Manager, Craig McCracken, shares his views on some of the key topics in the automotive aftermarket, starting with the top three attributes factors should consider when choosing a supplier.
Quality and brand reputation come first – customers trust us to supply products that perform – but availability is just as crucial. On the trade side, the expectation is simple: workshops want to know “do you have the part, and how quickly can you deliver it”?
We also understand the need for choice across all major product groups. Wherever possible, we offer at least two levels – a premium option and a mid-range or value alternative – to stay competitive and meet different customer needs. However, even our mid and value ranges maintain matching OEM quality; for example, our brake discs are all fully coated, providing superior corrosion resistance that, in many cases, exceeds the quality of the original part.
The realities of customer service
While customer service is a given, one vital aspect has faded since the pandemic: onthe- road supplier support. We used to have reps visiting branches to talk through new products, help with stock cleanses and warranty support – and that’s something we’re currently missing.
There’s genuine value in taking a supplier to see a trade customer too. If, for example, a representative from a brand comes out to speak directly to workshops with us, that level of engagement builds trust and helps customers understand the product offering in more detail. Again, this is something that has disappeared in recent years.
Perspectives on pricing pressure and margin management
Rising costs across the board make margin management a constant challenge. If you factored everything in – wages, lighting, heating, National Insurance etc – you’d be looking at double-digit price increases but that’s just not realistic.
We manage pricing carefully, easing increases in overtime and planning them to minimise customer impact. We also ensure we are always communicating with our customers about price increases so it’s not such a huge shock.
Small innovations making a big difference.
Some of the biggest gains come from behind-the-scenes innovations. Our product managers focus entirely on market data – tracking vehicle trends, identifying demand and ensuring we have the right stock. Because our vehicle parc is younger in Scotland, we often spot trends earlier.
Accurate cataloguing also makes a difference; our teams use multiple systems to reduce returns and improve service.
By focusing on quality, maintaining strong supplier relationships, managing costs intelligently and using data to guide decisions, you can continue to deliver the fast, reliable service customers expect – especially as the aftermarket (and the world) continues to evolve.
