TMO Talks To Michael Bourne, General Sales Manager

Tangelo is a Devon-based online vehicle retailer selling high-quality used cars and vans through virtual appointments, and delivery across mainland UK.

We caught up with Tangelo’s General Sales Manager to find out more about the business, and how it stands out from other car retailers.

 

TMO: Please can you give us an overview of Tangelo, and the key benefits of buying a vehicle from your business? 

MB: Well, on top of a stock of over 200 cars, we’re a customer-focused business with both face-to-face and digital sales journeys, offering customers from distance the same service and benefits that they’d expect if they visited the dealership.

We also have a proven track record when it comes to supporting customers in finding their next car, and then financing or part exchanging to get it over the line. To back that up is our excellent Trustpilot score of 4.9/5. We’re able to offer customers full finance packages, warranty extensions, asset protection insurance, and Supagard paintwork treatment, as well as part exchange. Overall, we’re a good dealership to do business with.

TMO: What was the reason for choosing “Tangelo” as your brand name? 

MB: The Tangelo branding was devised by our Marketing Department. We wanted to get ourselves out there, not as an old-school car dealer, but something that was a nationwide business in the new era of motor trading. Something bold to line up with the likes of Cinch and Cazoo.

We wanted to step away from being seen as just another used car dealership and becoming a brand. The name Tangelo was the first step towards making ourselves known as a reputable and trustworthy name to do business with. With the opportunity to buy online and at our dealership, we are offering a hybrid car buying experience. So why not name ourselves after a hybrid fruit too!

TMO: How long have you worked at Tangelo for, and what are some of your career highlights to date?  

MB: Tangelo was formerly the Mercedes-Benz South West Part Exchange Centre before it was rebranded in January 2022, so whilst I’ve been at Tangelo for just over a year, I’ve worked within the City West Country Group since May 2002.

My career highlights include 2009 when the Mercedes-Benz South West Sales Director approached me about setting up a trade business, which Tangelo has morphed from down the line. Another key highlight is watching the continued development of individuals and staff in the team. That’s what it’s all about!

TMO: What is a typical day for you?  

MB: A typical day for me starts with our daily sales meeting to hear what’s going on. I’ll touch base with the Sales Manager as well as the Trade and Stock Team to understand our targets for the day. Then I’ll dive into the numbers, support the team with any customer issues, and generally make sure the team are accountable for their days, i.e. “what have you come in today to achieve, and have you done it?”. 

TMO: How do you ensure that your team goes above and beyond to deliver the very highest level of customer service? You must be very pleased with your Excellent Trustpilot score of 4.9? 

MB: Yes, I’m very pleased with our Trustpilot score, although I’m not surprised by it, as we’ve always strived for excellent customer service. I think our high levels of customer service come from accountability within the team, giving the team enough space to use their own initiative, and not micromanaging them. On the flipside, at the right times I will pull them aside to either congratulate them or highlight areas for improvement. That way, the team know where we stand and what the expectations are.

TMO: What have been the key ingredients to Tangelo’s success to date?

MB: I think it’s always been about the right people…Putting the right people in the right areas. Having the right stock is also crucial. Our Stock Management team is fundamental to us, because the speed of that stock to the market is so important. Taking too long is simply burning money. Our Trade Department has seen good success in the last year, and Retail is getting the team well drilled and following the sales process.

TMO: How do you expect the car retail sector to perform in 2023? 

MB: I think the used car market will be pretty consistent through 2023. There’s been growth in value, plus stock isn’t very easy to get hold of, so margins will remain strong. For us, there’s a market there, and it’s looking good.

TMO: What do you see as the main challenges for Tangelo this year? Has acquiring used stock been an issue in recent months? 

MB: Getting the right stock at the right money is important, and probably the more difficult end of the process. The main challenge I see is the performance of the retail sales team, in terms of the team being well drilled and embracing the change here right now in forms of live videos, F&I presentation, taking themselves out of their comfort zones, and embedding that approach. 

TMO: Are there any changes or new innovations that we can expect to see from your business in 2023? 

MB: The year ahead will be an exciting one for the team who will embed what they do and do it consistently across the business. We’re also very excited to have recently launched the Tangelo Auto Centre where we’ll offer Tangelo customers and non-Tangelo customers the opportunity to service and MOT their vehicles at our site in Exeter.

TMO: What were the main reasons for Tangelo becoming accredited to The Motor Ombudsman’s Motor Industry Code of Practice for Vehicle Sales?

MB: As a standalone business, we simply needed to set up accreditation. Unfortunately in the used cars sector, you do sometimes have issues that you can’t resolve with the customer, and The Motor Ombudsman has always been excellent at sorting that out for us. You don’t win them all, but the most important thing really is that everyone walks away feeling happy. 

TMO: Thank you for your time Michael, and it has been very interesting to learn more about Tangelo.

 

Images courtesy of Tangelo.

 

Interview conducted in March 2023.