INTERVIEW
FORGING
RELATIONSHIPS
“It’s a very cyclical business, and,
when you have been in the business as
along as we have, you understand the
cycles and you must prepare for the
next stage of the cycle.
“The business has adequate cash
reserves to carry it through, and you
don’t cut back on things such as
apprentice intake and training.
“We know that when things are bad
(from an economic perspective) we insist
on having apprentices coming through,
because we know when it (the downturn)
is finished things will be on the up and
we will need them coming through.
“We tend to be counter cyclical.
We invest when others don’t. An example
of this is that we are currently investing
in a new development at Caboolture.
We will have that open and up and
running when the market starts to pick
up, much as we did in Yatala and in Toowoomba and
Townsville when we built our new branches there.
The secret of success in the truck business is to
understand the real value of customer service
THERE’S
more to Yatala than just a
good pie. Most travellers
on the Pacific Highway
(M1) probably only
recognise this location for
its famous pie shop, and, with a history of making pies that
dates back for more than 130 years, there’s every reason to
stop and enjoy their pie-making skills.
But the Yatala Pie Shop isn’t the only business in town,
and a short detour off the main route to Burnside Road in
Yatala brings you to one of the most recent branches in the
Brown and Hurley group.
The history of the Brown and Hurley Group and the long
standing successful relationship of Jack Hurley and Alan
Brown has been well documented through the company’s
69 years of existence. But there’s more to this particular
story, with this year highlighting the 50th anniversary of the
group associated with selling the Kenworth brand.
PowerTorque caught up with Rob Brown and Paul
Hurley at the Yatala dealership to find that the relationship
between the two families remains ongoing, with the
employment of Jack O’Neil, Paul Hurley’s nephew and the
first member of the fourth generation to join the company.
Kyogle was the site of the first Brown and Hurley
branch, with subsequent expansion adding branches at
Darra (Brisbane), Townsville, Coffs Harbour, Rockhampton,
Yatala, Toowoomba, and Tamworth.
When discussing just what sort of commitment it takes
to manage a business the size of Brown and Hurley,
Rob Brown was very open in his comments about the
challenges faced by the company.
“Business is tough at the moment, and has been for
18 months,” said Rob.
74 PowerTorque ISSUE 66
“I say to our people that when things are down we have
to be ready for the upturn, and to have our training in place
and our people ready for the upturn.
“Flexibility of servicing extends throughout all branches
to suit the local environment. In Coffs Harbour we run
later than in other depots, as the amount of traffic coming
through late in the evening heading from Brisbane to
Sydney means that some will need to call in for parts on
the way through,” he added.
PT: Much has been publicised in overseas markets,
particularly those of North America, about the use
of telematics to schedule servicing of vehicles.
These automatic truck-to-service outlet communications
systems enable the truck itself to communicate ahead
through its diagnostic capabilities that a fault exists.
The nearest dealership is then able to source the relevant
part, schedule a suitable time for fitment or replacement,
and then coordinate with the driver for the mechanics to
be standing by at a time to suit the transport schedule
when the vehicle passes by the dealership. Although not
implemented yet in Australia, just when might we expect
this option to be available?
“We are not too far away from introducing pre-emptive
servicing, probably within the next few years,” said Rob
Brown.
“Whether that suits our environment I don’t know,
as we tend not to be as computer literate as some other
countries. There’s a long way between towns on some of
our highways, and traditionally our industry hasn’t relied on
technology as much as others because the opportunities
are not there,” he added.
FORGING RELATIONSHIPS
PT: Some of your competitors have added secondary
brands such as Japanese, Korean or Chinese-sourced
trucks as an adjunct to the main truck brands that they
represent. Is this an option you might be interested in
following through and will we see perhaps a Chinese
brand on a Brown and Hurley forecourt?
“As a dealer we know that we get consistent
management decisions from PACCAR.” said Rob.
“We concentrate on the heavy end of the market.
Our tag line says, ‘The big truck people.’ The history
of the Chinese has not been so good in this country.
There was a suggestion some years ago they could
come into our market and be successful, but that hasn’t
happened,” said Rob.
“We encourage good people that are honest and want to
come to work, do a good days work, and feel happy at the
end of that. We want team players and to attract the sort of
person that is family friendly and compassionate.
PT: What is it that makes the
PACCAR and Brown and Hurley
relationship such an everlasting
arrangement, when compared to
other brand alternatives that you
have faced through the years?
PT: What is the main factor that contributes to your
success and the continuing successful relationship
with PACCAR?
“Above all we must show respect for all stakeholders;
suppliers, customer and staff, and act honestly and
ethically at all times,” concluded Rob.
“The recently retired CEO of
PACCAR was a 5th generation
member of the Piggott family,
the majority shareholders,”
said Rob.
“Like a lot of family businesses
they don’t only look at the current
quarter, they look much further out
and invest in the future. Some of
the competitors have other
investors, and that can influence
their short-term responses.
Paul Hurley Dealer Principal
with Rob Brown,
Joint Managing
Director (L-R).
PowerTorque ISSUE 66
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