By Christopher Walker, Managing Director, Summit Drive
After 43 years working in the automotive industry, one thing I’ve learned is that things never stay the same for long.
When I first started out, the way people bought and leased vehicles was completely different. There was no online comparison, no instant access to reviews, and certainly no social media influencing decisions.
A lot has changed since then. I’ve been fortunate to work with thousands of customers, suppliers and colleagues over those four decades, and one thing has always stood out - this industry has always been built on relationships.
Technology changes. Markets move. Customer expectations evolve.
But people still want to deal with businesses they can trust.
They want honest advice, good service and confidence that they’re making the right decision – as well as getting a good deal, obviously.
And that last part is where experience and relationships really matter.
An industry going through change
The automotive industry is probably going through one of the biggest periods of change I’ve seen in my induction over 40 years ago.
Electric vehicles, changing ownership habits, new technology and increased competition are all reshaping how the industry works.
There are challenges, of course:
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The cost of vehicles and affordability remains a concern.
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The move towards electric continues to develop.
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Businesses are having to adapt to changing customer expectations.
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Competition is stronger than ever.
But challenges also bring opportunities.
The businesses that continue to succeed will be those that listen to customers, adapt quickly and keep looking for ways to improve.
That is exactly what we are focused on across all of our businesses.
Relationships create buying power
One of the biggest advantages we have built over more than four decades in the industry is buying power.
You don't build strong relationships with manufacturers, suppliers and industry partners overnight. They come from years of doing business, building trust and understanding how the market works.
Those relationships give us access to a broad range of vehicles and, importantly, help us secure competitive deals for our customers.
Ultimately, that's what it comes down to.
Our experience and buying relationships should work in our customers' favour – helping us offer the right vehicles at the best possible deals.
The automotive industry may have changed dramatically since I started, but knowing who to speak to, how to negotiate and where the opportunities are still counts for a lot.
Customers have changed
The customer journey today looks very different.
Before someone speaks to us, they may have already:
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Researched different vehicles.
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Watched reviews online.
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Compared prices and finance options.
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Read what other customers have said.
The decision-making process starts long before someone picks up the phone or fills in an enquiry form.
That means our job is not simply to provide vehicles.
It is to provide confidence.
Our customers trust us to help them make one of their biggest financial decisions, and that responsibility is something we take seriously.
Experience still counts
Over the years, I’ve seen plenty of changes in automotive.
New technology comes along. Manufacturers change direction. Customer expectations move on.
But the basics remain the same.
People want businesses that know what they are talking about, that do what they say they will do and that genuinely care about getting things right.
That approach has always been important to us, and it remains at the heart of everything we do.
But experience isn't just about the people at the top.
It's about building the right team around you.
All about the team
As an owner and founder, having the right people in the business is paramount to me. You can have the best systems, the best suppliers and the best deals in the world, but if you don't have good people who care about customers and take pride in what they do, it doesn't count for much.
Looking after our team, giving people the opportunity to develop and creating an environment where good people want to stay is something I take seriously.
A strong business is built by its people.
Continuing to improve
Standing still has never been an option.
Across our group of businesses – including Motorlease UK, Summit Drive, and Vehicle Procurements Ltd – we are continually looking at how we can improve.
That means:
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Making the customer experience better.
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Improving our systems and processes.
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Investing in our digital platforms.
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Giving customers more choice and flexibility.
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Building brands people recognise and trust.
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Continuing to develop the people within our businesses.
The question we keep coming back to is simple:
How can we do things better?
It doesn't mean changing everything for the sake of it.
Sometimes it's about taking what already works – the relationships, experience and knowledge we've built over decades – and combining that with new technology, new ideas and the right people.
Looking ahead
There are definitely challenges ahead for the automotive industry, but I remain positive.
Vehicles are still a huge part of people's everyday lives. They help families, businesses and individuals get where they need to be.
The way people access vehicles will continue to change, but the need for trusted advice, competitive deals and great service will always remain.
After 43 years in this industry, my belief is simple:
The businesses that succeed won't necessarily be the biggest. They'll be the ones that understand their customers, build strong relationships, surround themselves with the right people, adapt to change and never stop trying to improve.
We've spent more than four decades building those relationships, developing our buying power and learning what customers really value.
Now it's about taking everything we've learned and using it to build what's next.
That is the journey we're on.
