For over 50 years, Hammond 4WD Tyres & More has been a trusted name in the off-road community, specialising in Jeep mechanics and fittings. With a deep-rooted history and expertise in 4WD services such as suspension upgrades, engine tuning, and lift kits, the business has built a loyal customer base. As the company has grown, operational challenges emerged as they tend to, and they needed to modernise systems and improve customer experience to maintain their competitive edge in an evolving market.
Identifying the Key Challenges
Hammond 4WD was dealing with common issues associated with business growth:
- Outdated systems and procedures created inefficiencies across departments.
- A lack of streamlined communication between key areas of the business led to delays and missed opportunities.
- There was a pressing need for a more structured customer feedback system to better understand customer needs and continuously improve the service experience.
- As the industry became more digital, the business needed to expand its online presence and create a sales channel that was integrated with its existing operations.
Our Role and Solutions
System Overhaul and Training
We conducted a full systems audit and developed comprehensive systems training for all staff. This included creating detailed manuals for:
- Stock and inventory control: Ensuring more accurate and efficient stock management.
- Search functions: Improving the speed and accuracy of finding parts and products.
- Credit card processing: Simplifying payments and improving customer experience at checkout.
Revised Standard Operating Procedures (SOPs)
We identified critical areas for improvement in the business’s job booking process and internal communication. By revising the SOPs, we ensured a smoother, more efficient flow of work between departments, reducing delays and increasing productivity.
Digital Expansion
Recognising the need for a stronger digital footprint, we developed and launched an online sales channel integrated with the existing website. This allowed Hammond 4WD to cater to a growing online customer base, offering easy access to products and services.
Staff Development and Contracts
To support the ongoing growth of the team, we implemented new staff contracts that aligned with the company’s updated goals. We also developed a structured onboarding process for new employees and a new professional development review process for existing employees, ensuring continuous growth, clear performance expectations, and career progression opportunities for all team members.
Customer-Centric Enhancements
Understanding that customer satisfaction is at the heart of the business, we implemented a formal customer feedback process. This not only improved the way customer insights were collected but also provided valuable data to inform future business decisions.
Strategic Partnerships for Growth
We facilitated a partnership with TAFE, focusing on:
- Parts donation to ensure healthy working knowledge of future mechanics.
- Developing future staff through training and employment pathways.
- Offering industry-specific courses to upskill both current and future employees.
Brand and Marketing Improvements
To enhance the business’s public image, we coordinated a professional photo shoot to refresh their visual branding across social media and other marketing platforms, helping to attract new customers and build stronger engagement.
