How MMS survived, adapted, and thrived

Editor, Tom Henman, recently visited Melksham Motor Spares (MMS). Managing Director, Phil Dodd, and Finance Director, Alison Cook, have steered the business through near-disaster, seismic industry change and fierce competition. Their journey is one of resilience, reinvention, and a partnership forged under extraordinary pressure. It’s a story that, perhaps, many in the trade will recognise in parts of their own careers.

Founded 57 years ago by Bryan and Mary Mattock, MMS has both survived and thrived by adapting – from the front-counter days of cash and paper catalogues to today’s era of realtime stock tracking, investing in training facilities and acclimatising to AI.

For the last 24 years, Phil and Alison have been the driving force, guiding this independent factor from the brink of collapse to a position of stability, profitability and exciting long-term prospects.

Roots that run deep

Before there were vans donned in fleet livery and stock systems that updated in real time, there was a small shop in Melksham with shelves of parts and handwritten invoices – but an unspoken rule that the customer always came first.That was ingrained from day one.

Bryan and Mary built the business on straightforward principles: be honest, deliver quickly and don’t promise what you can’t provide.

“It sounds simple,” said Phil, “but it’s amazing how many businesses get those basics wrong.”

Phil, still at school, saw first-hand how this word-of-mouth reputation grew: “People came back not because we were cheapest, but because they knew they could trust us. If Bryan and Mary said we’d have it ready by Friday, we’d have it ready by Thursday.”

From Saturday job to managing Director

Phil took a Saturday job at MMS aged just 15. It wasn’t just a way to earn pocket money; it was his introduction to the rhythm and pressure of a busy parts counter.

He recalled: “It was a baptism of fire. The queue would be out the door, phones ringing, delivery drivers waiting. You had to think on your feet.”

By 19, he was running the counter, by 20 in telesales, and by 25, appointed managing director. “I’ve never worked anywhere else,” he said. “This business is all I know – and I’ve done every job in it.”

That breadth of experience has proved invaluable: “I can walk into the warehouse and spot where something’s not right. I know how busy we are with how the phones are ringing. It’s because I’ve been there and understand it.”

An accountant walks into a motor factor

Alison’s background couldn’t have been more different. An accountant by trade, she had worked with MMS for years as an external adviser before joining full-time in 2001, when Mary needed extra accounting help. Her timing was pivotal to MMS’ future because the accounts were behind, and cash flow was critical. Alison said: “When I arrived, Phil said: ‘I know we’re in a hole – I just need to know how deep it is.’”

The answer was stark: without urgent action, the business had just months before going bust. Bryan and Mary along with their son, Julian, stepped in with personal savings, but more radical surgery was needed. Thrown into the day-to-day, Alison found herself answering phones: “It was often: ‘Can I speak to one of the guys?’, and I’d have to say: ‘They’re busy – I can help you.’ I didn’t know the first thing about parts back then, but I learned quickly.”

Her role didn’t stop at the desk either: “I was picking orders, delivering parts – whatever needed doing. It meant I saw how all the pieces fit together, not just the numbers.”

Loyalty that lasts

The turnaround years were brutal. At the time MMS had four sites: first, a lossmaking branch in Swindon was closed, and later the original Melksham shop was sold to raise funds – consolidating the business into two sites: its current Melksham head office and second site in Frome, Somerset.

Phil had to stand in front of staff – some twice his age – to tell them their branch was closing: “That was one of the hardest days of my life,” he said. “Some were in tears. But if we didn’t make the call, we’d have lost everything.” Alison added: “In 2002, we were three months from going bust – that’s how bad it was. Staff knew the reality, but they stuck with us.”

Suppliers rallied too; they extended terms, even taking part-payments to keep the supply chain moving: “We never forgot that,” Alison said.

Today, that loyalty remains. Staff long service awards are common, and many of those who stood with us over 20 years ago are still there: “We’re still here because our staff had faith in us. Our staff are the lifeblood of MMS – from delivery drivers, parts advisors, telesales and warehouse staff,” Phil said.

Working with customer not just for them 

One thing that kept MMS afloat was the transparency Phil took to customers: “I went out and told key customers exactly what was happening – I told them straight,” he said. “It could have gone either way, but most respected it. Some even doubled their orders to help us through.”

That closeness has paid off ever since. When customers have problems – whether it’s a rejected warranty, urgent delivery, pricing issue or a demand for training – Phil and Alison ensure steps are taken to cement that trust.

Phil said: “We’ve had situations where we’ve driven out personally to get someone back on the road, even out of hours. It’s not scalable, of course, but those gestures are the kind of things people remember.”

The power of identity 

Part of the GAU since 2022, Melksham has a long history of switching when the fit isn’t right – from FSG affiliation and FSB Bureau to UAN, then to PDP, and eventually back into GAU. Phil explained: “The buying group should always be a part of supporting our vision.”

MMS chooses carefully when it comes to stocking own-brand versus big-name parts: “We know our customers,” Alison said. “Some want LuK or Textar every time; others are open to alternatives. The trick is matching the right part to the right customer.”

That agility shows in key moments, like a recent air conditioning gas promotion: £10,000 of sales in a day without even holding stock at the start: “That’s the advantage of being able to react quickly to any given opportunity.”

Investing in the future 

With a shortage of skilled technicians, MMS opened its on-site Melksham Motor Spares Training Academy, in partnership with the Skills and Education Group. Offering over 27 accredited courses which range from EV, air conditioning, becoming a master tech to MOT tester training and MOT refresher training, alongside bespoke courses for clients — including one for a leasing company’s call-centre staff to help them better understand vehicle issues.

Phil summarised MMS’ goal for the training academy: “Our vision is, if we can help support and train our customers, then they will have the additional tools to stay busy. It broadens our reach and strengthens our relationships with them.”

Service above all 

For Phil and Alison, another key aspect of strong partnerships is consistency: “It’s not glamorous,” Phil said. “It means our phones are answered quickly, the correct quality part is supplied and delivered right the first time, and sticking to our word.”

This attention to detail has created multi-generational relationships. “We’ve got garages where the sons and grandsons of original customers are still with us,” Alison said. “They’ll say: ‘You used to supply my dad… or my granddad!’ That’s when you know you’ve done something right.”

Technology: tool and threat

The automated purchasing system that MMS has installed has streamlined operations, but AI is approached with caution, given the factor’s stance on cybersecurity.

Alison said: “AI is here to stay, but we’re cautious about using tools, like large language models, until we’re confident staff know how to use it safely, ethically and securely.”

Cybersecurity, MMS believes, is now potentially a bigger threat than any competitor: “A phishing email can cripple a business,” Phil warned, “which is why staff awareness and training is vital, and any lapse is addressed immediately.”

Looking ahead

After 24 years working side-by-side, Phil and Alison know each other’s rhythms: “Phil won’t bring me something until he’s joined all the dots. Otherwise, I’ll just fire a lot of questions at him,” Alison said, laughing.

Phil, grinning, added: “We’re different, but the goal’s the same: keep the business moving forward.” The pair revealed they’ve laughed, cried, argued and lost sleep, all for the future of MMS and its staff, and it is that responsibility that keeps their fire burning brightly.

Looking into the future, the plan is simple: keep evolving without losing sight of the basics Bryan and Mary built the business on: “We’ve come from a place where every penny counts,” Alison said. “That never leaves you. We’ll keep pushing forward – but on our terms.”

Phil, nodding, said: “This industry is now changing so quickly, so you can’t spend too much time standing still. You have to keep scanning the horizon to see what’s coming next and make sure you are ready for it.”