Leading by example

Christchurch workshop Kendal Vehicle Services is celebrating 21 years of keeping the customer satisfied. For owner and business manager Carol Bradley it’s another milestone on a long hard-worked journey.

By Glenn Baker.

I know what you’re thinking. A woman in charge of a mechanic’s workshop is still a bit of an oddity, even 16 years into the 21st century. In a traditionally male-dominated sector, the gender bias isn’t going to go away any time soon.

But if there is any gender bias, Carol Bradley says she has not been acutely aware of it in the 19-odd years that she’s been at the helm of her business, Kendal Vehicle Services.

“If it was there I did well at ignoring it and getting on with the job,” she admits.

So how did a woman with absolutely no mechanical experience or training end up being one of the most admired and respected automotive business owners and leaders in Christchurch?

There are no clues in her early career. Carol studied travel and tourism after leaving high school, but ended up working as a PA to the general manager of a national veterinary supplies company.

Then came marriage and two children, and she was only in her very early 20s.

“I was a stay-at-home mum after the children were born. My husband had bought the business with finance supplied by my father,” says Carol. “It was a Mobil station with a small one-mechanic, three-bay workshop at the back. The view was to get into the bigger Mobil network, and eventually we did get into Mobil Tahunanui in Nelson, which we had to manage for a year in order to secure the right to purchase.

“It was at that stage our marriage fell apart and I bought my husband’s share of the Christchurch business in 1995. In the beginning I had little-to-no knowledge of the business and had never even ordered petrol before,” she recalls. “Luckily I remembered a little bit from my sixth form accounting class at Christchurch Girls High!”

With her dad a silent partner, Carol ran the business ‘as is’ for a couple of years before ditching the petrol pumps in 1997 and focusing on the workshop, where she identified the biggest area for growth. With petrol margins continuing to decrease and supermarkets eyeing up petrol sales, it would prove a wise decision.

Now MTA-approved, Kendal Vehicle Services has grown to become one of the most successful independent automotive workshops in Christchurch. Under Carol’s leadership the business has gone from strength to strength. Today she has a staff of ten, including herself, a service advisor, administrator and workshop manager. They’ve long outgrown the initial Kendal Avenue premises and relocated to Sheffield Crescent, near Christchurch Airport.

“I’m immensely proud of the growth and success of the business and it’s neat to still have many of the same customers as the day I started 21 years ago,” says Carol. “In some cases three generations of one family.

“Having great staff also makes things easy. I’ve made a lot of friends and colleagues and feel I’m acknowledged within the industry for having a respected business, not just because I am a woman in a male dominated industry.”

The past 21 years has taught Carol plenty about running a successful business. Her mantra has always been to treat others as she would want to be treated herself.
“This is one thing I have drummed into my team. That means no surprises, good communication, show the client the issues for themselves to see, explain how and why [the issue] has happened, and give options to go forward.

“One of the challenges was that I did not come from a mechanical background so it’s important that I have the right people in my team to act on my behalf,” she says.
“Choosing staff was a learning curve, but I have it down pat now,” she adds.

“Setting up good systems and processes has also been important. I developed systems to make sure we were doing the very best for our customers when we see their vehicles.”

So has she ever thought of giving it all away?

“Yes, I put the business on the market and applied for a Cookie Time run about 16 years ago,” she says. “I had an offer within two days which opened my eyes to what a good business it was. So I immediately took it off the market and never looked back!”

Support team
Carol says her parents were her main supporters in the early years, helping out with childcare and finances when things got tough – as they did on many occasions.
“It’s pretty lonely at the helm of a business; I’ve always sought guidance from my peers and colleagues in the industry and in business,” she says. “The MTA offered support through Woman in Business Seminars and I’ve taken on a business mentor on a couple of occasions.

My accountant has also played a large part in our success.”

Four years ago Carol joined the Auto Super Shoppes network and is now on the board as well as chair for the Canterbury region. “This is a nationwide network of 75 workshop owners all passionate about making their business the best it can be,” she says. “I’m also president of BNI Phoenix which provides huge business support and personal friendship.”

Surprisingly the Christchurch earthquakes had a positive effect on the business. Being situated close to the airport, the area was quickly populated by business’s requiring urgent temporary premises after the CBD collapsed.

“Buildings were erected on every spare space and are still going up,” Carol reports. “The negative effects were only short term for our business. There was very little interruption.”

As they celebrate their 21st birthday, Kendal Vehicle Services is operating almost at maximum capacity. “I’m currently looking at how we can work more efficiently through new and improved technology,” says Carol. “We are currently working closely with Auto Super Shoppes to fully rebrand – so watch this space!”

Her advice for other business owners is to extract yourself from your business once in a while, and look from the outside in. “Seek knowledge and support; there are a lot of people who are willing to help and guide you if you’re willing to listen and learn.

“And aim for the top. Have a vision and go for it!”