YMF Car Parts’ partnership with Autoelectro stretches back more than a decade, which its business development director, Matthew Pope, hails as a “brilliant relationship” – but what are the key attributes that solidifies a bond between a supplier and distributor?
Yorkshire-based YMF is a loyal Autoelectro account holder and has been a proactive and frequent seller of starter motors and alternators during that period, thanks to the strength of the remanufacturer’s availability, range and speed of delivery.
It’s Autoelectro’s returns policy, however, and ease in which YMF liaises with the Bradford-based business that stands out.
Matthew said: “In 2014, we reinvented ourselves; we created a philosophy where the ‘customer is king’. Customer service is at the heart of every decision we make, which means we must work with suppliers that understand our motto and respond to our needs, so we can cater our customers’ requirements.
“In the case of Autoelectro, there’s always a friendly and professional voice at the end of the phone, who understands the range, our wishes, and can give a definitive time on when parts will arrive. The company is reliable.
“It’s actually Autoelectro’s returns policy that impresses me the most, though! Recently, it took me just three minutes to start and complete the returns process, opposed to some suppliers that I’ve dealt with in the past where it’s taken me hours, toing and froing, before reaching a solution.”
What’s the returns process?
YMF runs at a returns rate of just 16%, which has improved over the years, thanks to OE systems installed to improve accuracy; however, returns remain part and parcel: old core, product that’s no longer required – perhaps because of misdiagnosis in the workshop – or warranties are the main reasons for returning products to Autoelectro.
Account holders can log onto the portal, where they then can create a new collection by entering a part number. Autoelectro will authorise the return immediately, and because the invoice number is already stored on the portal, the user simply needs to confirm the return of the items.
Once that’s concluded, the motor factor can print off the delivery sheet and a courier will arrive shortly after to collect the redundant items. The next working day, the customer will receive the relevant paperwork, which concludes the returns process.
Matthew said: “There have been scenarios where I’ve ordered an alternator and the part has been delivered the following morning; however, at the last moment, I’ve been informed by the workshop customer that they no longer need the part – they’ve misdiagnosed the problem on the vehicle.
“This has the potential to be a tricky situation because the customer doesn’t want me to say: “You can’t send the part back – you ordered it!” Instead, they want me to say: “No problem at all, we’ll take it back.”
“Autoelectro is just as focussed as we are in guaranteeing the happiness of the customer and offering a solution. It’s not about us either; it’s about the customer and what’s easiest for them. If we don’t apply that philosophy to our day-to-day work, customers will find somewhere else and, potentially, a different supplier too.”
“We immediately clicked”
Matthew joined YMF back in the 1990s when he was just 19-years-old. His career has progressed through the ranks over the last three decades, and one of his primary roles is assessing and improving customer service in the six branches.
Matthew has worked alongside Autoelectro UK Sales Manager, Nick Hood, for 10 years and praised his knowledge of the trade: “We immediately clicked; he’s someone that got to know our day-to-day business and is always approachable if we have a query – we’re on the same wavelength, and we’re delighted to be working with someone and a company with our mentality.”
