FOXY Lady Drivers Club

I have just read that used car sales prompted the highest level of complaints in 2007 according to the UK consumer body Consumer Direct.

Nearly 42,000 were about used cars sold by independent dealers and a further 13,000 were about nearly-new cars bought from franchise dealers, where you'd expect more quality controls to be in place.

Some 15,000 complaints were made about independent garages and their repairs.

Speaking to female motorists on a regular basis I find that few of us appreciate that we have no legal redress when we buy a used car from a member of the public and it turns out to be a dud. Worse than that, remarkably few of us carry out any checks to see if the car is either genuine or fully paid for before we buy it.

From experience I now know that many dodgy dealers sell used cars with a very short 'warranty' of some 1 or 2 months, failing to explain that if the car goes wrong during the first six months they (the dealer) are required to prove that they did everything reasonable to check that the car was fit for purpose. In a short space of time we've come across a significant number of cars that appear to have had no serious pre-sale check, just a quick wipe over and on to the forecourt.

And a surprising number of us, men and women drivers alike, go to our local garage because it is convenient not realising that the mechanics there may not be qualified and don't have to be.

But there are several ways for consumers to spot the best garages and car dealerships so they aren't taking these risks any more. For example, when you buy a used car that comes with approved checks like Network Q and Ford Direct you are more likely to have a good car deal, some peace of mind and a sympathetic hearing if it then does go pearshape.

Similarly to be sure that your car is being looked after by the garage professionals my advice is to check out one of three acronyms when buying your next garage services. The best garages include ones that employ ATA engineers, hold BSI's Kitemark (sadly there aren't enough with this yet) or OFT Approved (Stage 2); this means a Bosch Car Service centre as they are the only UK garages to pass this rigorous process.

When you know what and where to look for a best-value garage and/or dealership you don't have to run the risk of buying a dud car or shoddy garage workmanship that can compromise your personal safety.

Once more I find myself writing about Royal Mail and their wretched charging policy for odd-sized C5-like envelopes that ever so slighly exceed their arbitrary 165mm width.

Few of our female customers realise that what looks like an ordinary envelope might cost more to post than the 'normal' second class stamp (or than the same envelope did last year). And how many Christmas cards come in standard sizes after all?

Royal Mail's solution? Charge the under postage to the recipient (6p in this morning's instance), add a further ?1 inconvenience supplement to benefit RM and expect us to drive to their nearest sorting office (8 miles each way for us) to collect.

Why should the innocent customer and even more innocent business be penalised due to the festive best wishes of a happy customer? The fault is your ill-conceived system Royal Mail. Merry Christmas Scrooge.

Call me naive but it always surprises me to hear stories of unfair business practice in a country that I believe does its best to be better than the rest...

Recently I've gone into print about a ridiculous safety threat to motorists and the future of the British MOT garage industry. This time it's the UK motor industry again, and both to do with European legislation.

Apparently in 2010 the EU COULD allow vehicle manufacturers to restrict access for independent garages to get at the information and tools they need to diagnose and/or repair the latest cars and sophisticated on-board technology. The outcome of this would mean the motorist going to a franchised dealership for such services and, as things stand, typically paying more for labour costs than they are likely to in an independent garage.

Naive perhaps (why would the EU want to do this?) if the industry I know best tells me that this is a real risk, then I shall (on behalf of FOXY and UK female consumers of course) support the independent garages' 'Right to Repair' campaign because the consumer must always be the winner, and increased competition is what makes this happen.

In short, leading independent garages must be able to compete fairly with leading franchised garages because the eventual outcome of increased competition is in the best interest of all motorists.p>

From a FOXY point of view (we're about better motoring services for women...) we help female motorists select the right, female-friendly garage solutions for their cars. We don't tell her where to go, we just make sure she knows what her choices are. In this way she can enjoy better value-for-money and customer service levels (after all, the franchised dealers are upping the service anti all the time), which ever type of garage solution she chooses to best meet her motoring needs and expectations.

I met a charming man at a networking event last night.

When I explained what FOXY was all about, female-friendly support motoring services, he replied 'what a good idea - I'm a rubbish driver too and I could do with that sort of support...'

What is it about men and women that makes men see us as the bad drivers?

If you do see a female driver having a bad day on the roads, why does it become a more memorable experience than her male equivalent, especially knowing that the fatal and really serious accidents are almost exclusively the preserve of young men.

Queue the British Women's Racing Drivers Club here – women can drive safe and fast too. The main difference between us is surely that we don't feel the need to brag about it...

I heard Anita Roddick speak on a couple of business occasions quite a few years ago. I always admired her down-to-earth personality, principles and passion. When I set up FOXY I identified with one of her sayings in particular which seemed to sum up what I stood for, wanted to achieve and which was so obviously true of her, in spades.

It's on my wall today and it says "If you do things well, do them better. Be daring, be first, be different, be just".

Thank you Dame Anita for your inspiration, from one aspiring businesswoman in Sussex paying tribute to another; a female giant who saw the future a long way ahead of the rest of us and who will be greatly missed.

The Which? consumer organisation carries out occasional undercover garage investigations. The last time it did this was in 2004 when it published all the details and names of the good, bad and ugly ones. This year (recently published) it set up four simple faults and topped up the screenwash bottle on 50 cars to see if garages across the UK would spot these factors during their servicing routines.

A staggering 92% missed at least one fault, two garages missed all five and only two garages got it all right. Congratulations to Highams Park Motor Company in East London and Colliers Jaguar in Tamworth, Staffordshire for doing what we consumers imagine all garages are (but clearly aren't).

More than three in four failed to adjust the spare tyre pressure and nine failed to adjust other tyre pressures properly. As many as 20 charged for windscreen washer fluid even though none was needed.

The point about all this is that the garage industry is one of the last to get away without regulation, hence some 1.3m complaints each year from those who spot that something has gone wrong. Remember that your garage doesn't have to be licensed to operate and mechanics don't have to be qualified to repair the likes of your brakes. Think about it – how many accidents are caused because of this safety lottery.

Strangely enough, Which? has not highlighted the best practice there is in this industry today so consumers might learn from them how to pick out the best local garages from the rest.

The secret (which I'd have hoped might have been explained to many more of us before now) is all about TRAINING and QUALIFICATIONS for staff working on our cars. Just as we'd expect of a gas fitter or electrician that we can trust with our personal safety.

Either Which? has opted to do what FOXY has been doing for over 2 years now, sharing feedback on a local basis, or they know that the government is going to regulate this sector, come what may.

Regulation will be expensive of course and guess who will pay for this? This will be such a shame because the two key factors worth shouting about in today's garage industry, bar none, are the ATA qualification for motor technicians and the recent BSI Kitemark license for garage servicing. The trouble seems to be one of ego, with too many competing trade factions for 'their' badges of quality so ATA and BSI are not getting the industry support they should do. I find this personally frustrating.

So, as a consumer of garage services, if you have the choice in your area (and it's worth seeing if you do) please choose the garage with ATA and BSI accreditation - they have invested in being better than the rest. Don't be fobbed off by less. If you pay a little more than you might do otherwise, that's surely worth your peace of mind. Chances are you won't of course, because when professionals know what they are doing and have the right equipment, the job takes half the time.

Finally, if you don't know a local garage or don't know how to check that the work you've paid for has been done, remember the Which? statistics. 92% of the garages they surveyed were not good enough. You owe it to yourself to pick a good one.

Does anyone else struggle with Smart Stamp - the Royal Mail service for small businesses? Surely it can't just be us.

Whilst we use dockets for big monthly mailings, it still makes sense for us to use this computerised system for smaller demands in between.

Not only do we then pay £50 a year to print occasional envelopes (fair enough so we can then overprint with our FOXY logo) but we are forever losing money on their poor payment system (it tells us it hasn't taken the money but the bank tells us it has) and try getting anyone sensible to sort it out for you.

More to the point, we pay for postage in advance yet Smart Stamp prints a validity of the next day on all envelopes...

Even if you buy stamps from the Post Office they don't tell you when you have to use them by.

Other than their wonderful postmen (for how much longer), I really do despair for Royal Mail's future - it is a totally systems led business.

Where are the marketers to stand up for us their customers? Or will they rise to the surface when it's too late to do something about all this?

I am delighted to read that Asian manufacturer 'Chelfing Automotive' is taking the matter of female drivers very seriously indeed. Not only are they offering an 'equal opportunities for all' email contact service regardless of gender,.life style or sexual orientation but they also offer all drivers the choice of a safe companion or in-car catering as standard.

See http://www.chelfing.com/page3.htm

Here's a sample of their refreshing and different textual approach...

Another Industry first ! Not only were Chelfing the first company to give you 9 cupholders and koalaskin seats, we now offer integrated George Foreman Grill in the glovebox*. Enjoy a hot, freshly prepared snack from the convenience of your drivers seat, no need to stop at services to get your hotdog ! Grill only available on GGLS model, and replaces woman's side airbag.

*WARNING : Driving SUV while using cellphone and operating grill may cause unwanted electrical surge and/or burn your sausage.

Many thanks to Richard Sergeant of Arnold Magnetics for spotting this one!

I thought my business proposition had reached its target audience yesterday afternoon in time for a big sales presentation today. I am relying on a third party to introduce FOXY to an audience of some 3.5m females alongside another couple of added-value alternatives.

Fortunately the third party troubled to chase me this am to say 'where is it'? So I sent it again, then again, having cut and pasted the attachment this time, just in case. I also suggested this might be a firewall issue at her end...

Then it dawned on me that the problem might be at my end and at ISP level.

And then I read about all the problems our ISP, plusnet, is having, yet again, in an attempt to win what seems to be a losing battle against spam.

My point is, that having clicked the send button, we imagine that all is well - job done, on to something new.

But in this case my timing was critical, an email that didn't arrive could have compromised my business reputation and, most importantly, that business might have been lost to FOXY forever.

Such is the risk of email - you don't know what doesn't arrive and it could prove to be a very costly assumption when you get it wrong.

Taken from Leasing Options website and their page headed 'Car Leasing News'...

The UK Health Act 2006, which comes into effect on I July states:

“Any company vehicle used by more than one person needs to be smoke-free and display ‘NO SMOKING’ signs even if those persons use the vehicle at different times.”

That's clear - so far so good.

How about

“A shared company vehicle is exempt from the smoking ban if it is a convertible, but only if the roof is down.”

Which is reassuring to know I'm sure...

Whatever next...

The following incident was reported in a motoring paper recently. The word female was in capital letters. I can't help thinking that this wouldn't have earned any space at all if the driver had been male.

“Courtesy car plunges into rival dealer's wall

A FEMALE customer of Glenvarigill Honda in Aberdeen collected her courtesy car - and drove it straight into the perimeter wall of the Arnold Clark Ford dealership. No-one was injured but the 2007 registered Honda Civic 1.8ES was a write-off. The wall was also badly damaged. The female driver, who had just been shown the controls of the Honda, hit the accelerator instead of the brake. She shot across the road and crashed into the perimeter wall.”

Funny, yes but I also feel very sorry for the lady in question – how embarrassing.

I suggest she takes a refresher driving course to steady her nerves, that's if she ever drives again (or can afford the insurance) of course.

The Australians are well known for their provocative advertising so presumably it has the desired effect on a home audience...

But does it work here?

Apparently the tourism campaign using the catch phrase 'Where the bloody hell are you?' is considered a disappointment – obviously this was intended to encourage non-Australian tourists.

Yet the Sheila's Wheels advertising in this country is clever and good fun for a male and female audience – instant brand awareness.

So could this irreverence work to get a really serious message across?

For example, Australia's latest road safety campaign is intended to hit boy racers where they are most vulnerable, questioning their manhood and 'tough guy' image. No need for mangled bodies, pictures of facial disfigurement or similar scare tactics, instead young women wiggle their little fingers at passing speeders – a gesture which suggests a small penis in youth culture, apparently. Even an elderly woman uses the signal.

The campaign is to include advertising on television, in cinemas and on posters at bus stops. The A$2 million (£850,000) campaign has been prompted by widespread public concern in Sydney over a series of multiple road fatalities involving young, inexperienced male drivers who were still on their restricted, provisional driving licences.

Does it work in Australia? Too early to say.

Would it work in this country?

It would be worth trying if it saves lives.

In today's competitive bargain hunting jungle where it's cool to 'scrape screens' for the lowest prices regardless, I was surprised (and pleased) to see that rural insurance specialist NFU Mutual comes in first place in a satisfaction survey of 30,000 drivers and 45 motor insurance providers, published by Auto Express Magazine this month. Number one for communication, helpfulness and claims handling satisfaction (just ahead of RIAS and Frizzell) NFU prefers that you speak to its staff or visit its offices, rather than an online method.

No it wasn't the cheapest (NFU came in fourth) but Swiftcover which was (the ad with the Brummie-speaking hen crossing the road, remember) scored a poor 34th for communication, came in 41st for helpfulness and only Swinton, Budget and Admiral came in below them for their claims handling service and payout.

Sadly it doesn't say how many women were polled (my interest), the age groups of the sample or their internet inclination but I'd hazard a guess that the loyal and satisfied customers didn't use 'screen scrapers', were older motorists and may well have paid more than they might have done but were happy anyway.

Whereas those who shop around each year, hopefully without any accidents in-between, choose the cheapest cover out there without sampling any personal service (until they need it perhaps?).

If I'm right, by and large, the bargain shopping route is presumably where the market is headed, unless an insurer can demonstrate genuine extra value like Kwik-Fit (8th in survey) RAC (10th position) or AA (only 30th) with discounts on motoring essentials, reserved for policy holders.

Well done NFU Mutual - a definite vote for personal service.

I think this might be the summer equivalent of an April 1st joke...

A new footwear design concept that aims to "make women safer and more comfortable behind the wheel, without compromising on their style" has just been launched by Sheilas' Wheels, the wacky insurance company that's part of HBOS plc (alongside the Halifax Bank).

Called the 'Sheila Driving Heel' it claims to be a safe, flat driving shoe and a pair of high heels in one - from one to the other at a push of a button.

I think this is a gimmick for two reasons:-

1 The only picture I can find illustrates a high-heeled shoe you might want to wear once a week, to a nightclub perhaps and certainly not to work or on the school run.

2 I can't find any details about it or its price.

3 Last year at about this time of year, SW launched an inflatable man for female drivers in need of company...

The reasons I hesitate about all this are because:-

4 A spokesperson for leading road safety charity BRAKE talks about unsafe footwear like flip flops and/or driving barefooted and appears to be endorsing the shoe product... although she doesn't actually say this anywhere.

5 SW quotes an official source ie the National Office of Statistics to substantiate their claim that more than 11m women drivers are wearing incorrect footwear for driving.

6 Nothing would surprise me about the portrayal of women drivers as total muppets in our press.

Needless to say, the publicity worked either way or I wouldn't be writing this I guess - oh for a marketing budget of millions like theirs!

I am a great fan of Google and read today that they are working on how to reduce PC emissions. Good on you chaps.

I am less impressed with their new and evidently highly intuitive Google Mail service that provides IMAP users with advertising which is uncannily linked to the subject of and text within ones emails. Mention a postcode or a location and the next email lists businesses or other highlights there. Mention a product or a name that can be construed as a product or service and there you have the familiar keyworded sales pitch.

My Google mail account is for personal use and, call me naive, I don't like to sense that Big Brother is watching over me whilst I confess my innermost thoughts and emotions to friends. I now realise that BB is now sitting on my shoulder and I don't like it.

To relate to transactional data, like Amazon does, is fine by me but this form of online intelligence is one step too far for me chaps...and I'd much rather not have known that you can get at this so easily.

My name is Steph Savill and I run FOXY Lady Drivers Club, the UK's only everyday motoring membership network.

I do this because I believe, quite passionately, that women expect and deserve better motoring services than most of us experience.

Rather than subscribing to sensational headlines, I prefer to work with leading and best-value garages, dealerships and manufacturers to find ways of raising service levels for women. I am proud of the fact that FOXY helps women run safer and greener cars for less money and enjoy a more female-friendly service through our contacts.

As you might expect, I spend a lot of time networking to do with FOXY and speaking at trade conferences and exhibitions. I always seem to collect fascinating business snippets on my travels. There's a book here somewhere...

All these different ingredients come together in my blog; a mishmash of my various experiences including running a small business, balancing home life, marketing to women and with a bit of justifiable motoring indignation in between.

That's life - seen through the eyes of this foxy lady.

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• Arthur Daley is alive and well...
• The wrong size of Christmas card
• Motoring rights
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• Thank you Dame Anita
• Look for the really good garages
• Smart Stamp for Royal Mail or customers?
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• Top down smoking allowed...

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