Chapter 7 | The 1990's
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In the same year, representing the fifth generation of the family, Simon Caffyn, the son of Alan Caffyn, joined the Company bringing a wealth of management and financial control experience with him. After leaving Cambridge University with an Honours Degree in Engineering, he worked with the American Management Consultants, Andersen Consulting, followed by a year with Mann Egerton, a large national motor group. In 1992 Simon was promoted to the Main Board as Operations Director, being responsible for vehicle sales.
The 1990s were to become a period of many changes, not only within the world-wide motor manufacturing industry but also with the introduction of Health and Safety and environmental legislation and changes in the pattern of retailing. Having been involved with the motor industry for
The decade started with the completion of major redevelopments at Hythe for Vauxhall cars, and at Crowborough for Rover, which was later in the year officially opened by Mr George (later Lord) Simpson, then Managing Director of Rover Cars. In 1990 Caffyns introduced its own credit card. The Caffyns Care Card provided a secure, convenient and straightforward way for customers to purchase many goods and forecourt services at any Caffyns’ branch. For each card issued a donation was made to the National Trust. In 1995 its scope was enlarged by the introduction of the ‘Privilege Card’ to cover repairs, parts and ‘Flexi’ services as well. Due to increasingly adverse local trading conditions, in 1991 it became necessary to close the branches in Bournemouth (Fiat), Bexhill (Audi/VW), Margate (Rover) and Southampton (Seat/Hyundai). However, there was an upsurge in the acquisition of new franchises or the expansion of existing ones. In 1992 at Canterbury Citroen replaced Nissan which was taken on at Hailsham and Horsham. New premises were acquired at Alton and Haslemere for Ford, whilst at Ashford Isuzu and Subaru were set up alongside Rover.
Following the installation at Head Office in 1993 of the UCS mainframe computer, branches were given immediate access to full details of a vehicle’s service history and, with only a few exceptions, regardless of which branch the car had previously visited. Parts ordering, Service scheduling, MoT test reminders, group used vehicle stock and numerous other categories of information were all readily available throughout the Company. As well as each branch having their own Paris Department, the Company had five main Parts Centres, each with an Express Factors plus two stand alone Express Factors that made numerous deliveries each day, not only to Caffyns own branches but also to most local garages. To increase the efficiency of inter-branch deliveries, the Company introduced an overnight delivery service. Throughout the group some 17,000 different lines worth over £2.5 million were stocked.
Choosing a new car was to become a new experience with the introduction of Showroom based computers. Customers could view ‘video footage’ of a desired car driving along the road and, a the same time, change the colours and specification. A detailed costing, expected delivery date and placing the order at the factory would take only minutes. In 1993 Chrysler re-launched the famous American Jeep off road vehicle which Caffyns added to their franchise portfolio alongside Rover at Upperton Road, Eastbourne. By 1997 the Jeep range ha increased from one model to three and two Chrysler models ha been added with more to follow. With such rapid expansion an growth of popularity the Chrysler-Jeep franchise was transferred to Hailsham branch, replacing Nissan. By the mid to late 1990s the world motor manufacturing industry had gone through great changes. With many now manufacturing in Europe, BMW acquiring Rover and Rolls Royce, Mercedes-Benz amalgamating with Chrysler and VW owning Bentley and having interests in Skoda and Seat to name but a few. Rover had introduced MG and Mini as separate franchises and VW and Audi, which had previously been sold from the same showrooms, were separated by VAG to form two franchises. Most manufacturers were also reducing the number of outlets for their products at the same time increasing sales territories of those retained.
Dyke Road, Brighton (Rover) was redeveloped as a new site for Audi. The Land Rover operation based at Lewes increased its territory to cover much of East and West Sussex and underwent extensive re-building with a Satellite branch established at Heathfield (previously Rover). An additional site at Brooks Road was acquired for Rover. Express Factors opened in Crawley and Worthing. Tunbridge Wells added the MG and Mini franchise to Rover and all of the other Rover branches also added Mini, as well as increasing their territory. In 1998, a record year for the Company, the Chief Executive, Alan Caffyn retired after 42 years’ service but remained as Chairman. He is succeeded by his son, Simon Caffyn. Also, Sarah Caffyn daughter of Robert Caffyn, joined the Company with responsibility for Human Resources. Sarah studied at Leeds University gaining a BSc Honours Degree, Graduate of the Institute Personnel and Development and Post Graduate Diploma in Management. Before joining the Company she held the post of Human Resources Manager at St Mary’s Teaching Hospital, London.
Restructuring of the branches continued with a green field site being purchased at Ashford in Kent for the building of a Throughout the decade much had been achieved across the whole Company with non-executive directors such as Lord Shawcross, Ian Watt and Brian Carte, regional directors and branch managers all contributing their own expertise. By the end of the 1990s rebuilding of Sevenoaks for a new Peugeot franchise, a new Showroom for VW at Goring-by-Sea and alterations and renovation of almost all of the branches had been or were being undertaken. |
On the 17th June 1990 a particularly sad event occurred — the death of Sir Edward Caffyn at the age of 86, after 65 years of service to the Company.
almost a century Caffyns’ experience enabled them to predict imminent changes that may take place and make short term and long term plans for the future.
Following the popularity of Flexi-Serve, particularly with owners of cars over three years old, Caffyns introduced Flexi-Fit fixed price parts and fitting and, at the same time, increased the parts and labour guarantee to 12 months. Locating Flexi Car Care Centres at over 30 of the Company’s fully equipped workshops enabled Caffyns to offer a true ‘one-stop’ service in contrast to most ‘Fast-fit’ operations which specialised in only a limited range of operations. In fact the ‘Flexi’ scheme won the Automotive Management Award for quality, service and innovation.
With the rapid development in the use of electronics and computer controlled management systems in vehicles, the appropriate diagnostic and test equipment necessary to service and maintain them was installed at all branches. Continual training of staff remained an essential part of the company's activities, with vehicle technicians receiving on-going factory training for the repair and maintenance of new models, often before their launch.
In line with these changes, Caffyns preparations for the next century were well under way. Salisbury (Toyota), Poole (Fiat), Maidstone (Renault) and Deal (Rover) were closed. Car Sales ceased at Horsham, with the branch moving its Wholesale Parts facility to Crawley and major redevelopment commenced elsewhere.
new site for Vauxhall and Skoda with an additional site acquired at Folkestone for redevelopment also as a Vauxhall site. Land adjoining Caffyns Burgess Hill was purchased to enable a larger branch to reside on one site (rather than the previous two) with Seat as the franchise. Caffyns Ford at Alton moved ‘next door’ to a fully refurbished main road location, their previous site then being sold for redevelopment. Caffyns commitment to owners of light commercial vehicles continued with a new facility for VW vans at Hove and Vauxhall light commercials joining Vauxhall cars at Ashford.
