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Rossetts Commercials will be looking at increasing Its van sales, particularly improving its presence in regional and national fleets. Given Lambert's experience with light commercials at MercedesBenz, it is something he believes he can develop to boost volumes. But what Is it that Lambert thinks that you, the operator and purchaser of trucks and vans, wants from a dealer?
'Price is always a major factor in the decision-making process. But customers are locking at getting value and reliability out of the product and front-end price only looks at part of the equation. It is also Important how you deal with the customer when something goes wrong with the vehicle. This is particularly important when customers are running fewer vehicles so the vehicles they have are bang run as many hours in the day as they can," he says.
Answering that question also comes down to comparing a career on both sides of the fence. He continues: "It comes home at a dealer level, the need for customer satisfaction and customer service. Will they buy a vehicle from us or from another dealership? The best way we retain our existing customers and attract new ones is through providing excellent customer service."
For a man who has spent his career getting customers to part with their money for vehicles, understanding the pressures the operator Is under is just as important as understanding both sides of commercial vehicle sales and production.