CSF appoint new Welwyn Garden City branch manager

Hakan Inal is the new branch manager at Car Spares Factors’ Welwyn Garden City branch. With long-standing experience in the area and a hands-on approach to customer service, he has already implemented early-morning deliveries and reinstated direct branch phone lines to strengthen relationships and drive growth. Responsible for a team of six, it is a role he is clearly relishing – whether delivering parts, talking to customers or leading the team.

Q. Congratulations on the promotion – was it a surprise?

A. Yes, it really was – I wasn’t expecting it at all! I got a call asking me to come to head office to discuss a proposition. Usually, when you’re called to head office, you think you’re in trouble, but it turned out to be an opportunity I couldn’t say no to.

Q. Before this role, where were you working?

A. I was the assistant manager at the Waltham Abbey depot, working alongside Yusuf, the branch manager there. We worked very well as a team, and I gained a lot of knowledge from that experience, ready to take on this new challenge.

Q. How did your career in the motor trade begin?

A. I’ve been in the industry since I left school at 16 on an NVQ scheme. Over the years, I’ve worked my way up from picking stock and answering phones to assistant manager – now branch manager.

Q. When you were told about the promotion, what was your first thought?

A. Generate some ideas! I’d previously worked in Hatfield, so I knew the customer base already. It was about walking back in, rebuilding relationships and letting customers know we’re here, fully operational and ready to deliver an outstanding service.

Q. How did customers react to your return and promotion?

A. Many were surprised and pleased – I think! We reopened the phones directly to the branch rather than diverting to head office, which customers really appreciated. They prefer speaking to someone they know.

Q. What immediate changes did you implement?

A. I spent the first month visiting customers face-to-face to build trust. I also created a WhatsApp group for special offers and quick communication, as well as a 7:30am delivery service, so garages receive parts before 8am. That early delivery has been a big success because it reduces lost labour time for our customers.

Q. Have you introduced any in-branch changes?

A. Yes, we improved the counter area with promotional screens and a ‘bargain trolley’, featuring older tools and special offers. It’s increased impulse purchases – customers often come in for a filter and leave with a tool as well.

Q. Do you get much retail footfall?

A. Yes, quite a bit actually. We’ve been around for a long time, so people know us. We also come up well in Google searches, and sometimes customers confuse us with competitors nearby – but we often end up offering a stronger value proposition, so we win the business.

Q. There’s strong competition in the area – many familiar national names – does that concern you?

A. It’s a challenge, but I thrive on that. My focus is making us the number one supplier in the area. I believe in face-to-face relationships and old-school service. That’s how you win loyalty.

Q. How important is technical knowledge in your role?

A. Very important! Factors need to understand components to avoid incorrect parts being supplied or warranty issues. Between myself, my assistant manager – a former mechanic – and trusted contacts, we ensure customers get accurate support. We even help with main dealer part numbers when needed – that builds trust.

Q. What do modern garages expect from a factor?

A. Speed and efficiency. They don’t hold stock like they used to. If they need brake pads, they need them immediately. As soon as an invoice prints here, the part is picked and ready for dispatch. Time is money for garages.

Q. Finally, what part of the job do you enjoy most?

A. Sales and customer interaction. Every call is different. Helping someone out and earning back their business is very satisfying. Word of mouth is powerful in this trade.