In case you missed our MSO feature in the January/February issue where we talked to all the major groups we'll be publishing their interviews individually online. This week:
MotorOne Autobody
Sites: 6
Employees: 180
Type of work: Drive and non-drive
Established: 2019 (in collision repair)
No of apprentices: 9
Funding: Australian privately funded
Sites in: NSW, VIC, QLD
MotorOne was set up on the volume model but they aren’t exclusive to one insurer and have a diverse portfolio of work providers. We talked to Nick Gillies, chief operating officer, repairs to find out more.
MotorOne has been around for almost 50 years specialising in surface protection, window tinting, cosmetic repairs and other car care services. In 2019 the first collision repair facility was purpose built in Brendale, Queensland. A year later Acacia Ridge came on stream. Maidstone and the latest site Melton were acquisitions in Victoria and the rest are new builds. MotorOne aims to end this financial year with over 10 locations. “Now that we’ve got into our stride with this business model, we’re poised to grow.” Gillies reckons that 30 locations on the Eastern seaboard would be a comfortable size for the network in the future.
“They need to be in the right places and they all need to be quality businesses. With our acquisitions we need good quality shops that fit our model.” On company values Gillies said here are several attributes which underline their identity. “We’re inclusive, we’re proud to have a diverse team that support each other. We’re humans that care – we empathise with our customers and their experience. We’re forward thinking – never hesitating to use the latest technology and are constantly striving to improve our business. We have a positive mindset about our future and our industry and we value learning.”
“We are focussed on building a quality network - there’s no quick dollar to be made in any industry and if you have that approach then it’s not sustainable. We’re very process driven about how we manage our growth and develop our network. We focus on consistencies in our protocols, our safety measures, how we carry out our repairs and how we want our customer service to work. Those are the defining qualities that will help us scale as we grow. The consistency is vital because we want to foster a reputation for excellence. Our customers and our insurance partners know what kind of experience they will get with us.”
In response to the small talent pool MotorOne’s approach is to ensure that their people are engaged and happy. “We have a real focus on the training and development of our staff. If people want to try their hand at other parts of the business, we will support them. We didn’t stand down one of our team during the lockdowns and I think that has shown our employees the type of company we are. We don’t just say we’ll look after them, we actually do because without them we don’t have a business,” Gillies said.
“Developing a great culture will retain staff. Let’s look three to five years ahead - we’ve intentionally built our sites with lots of space because we’ll be moving into electric vehicle repairs and the type of people we’ll be employing will be different too. They will have more computer skills and will have to use that knowledge for recalibration. We will be trying to recruit and develop those skills internally as we go.”
Gillies believes the industry needs to lift its reputation while nurturing those who are already working. “If we don’t show that there’s a career structure and opportunities for young people then we don’t have our hat in the ring.”
Gillies is optimistic that this approach to people, products and processes by MotorOne sets the company apart from its competitors. “Innovation is a blessing and a curse but we enjoy that challenge. The opportunity is to prove we are the experts and to adapt and be across all new technologies. If you can lead the field then your commercial success will follow.”