Will the Hydrogen Engine be a Trojan Horse for the consumer?
The question of whether hydrogen-powered vehicles are a better option for consumers than electric vehicles (EVs) is an increasingly important debate. Having spent over 25 years in the motor trade, representing some of the most prestigious manufacturers, I have observed industry shifts first hand. While I have stepped away from my direct role in the sector, my keen interest in motoring and the future of transportation remains. My industry insights provide a perspective beyond that of the general retail customer, leading me to ask: Is hydrogen really the future for drivers, or could it serve the interests of manufacturers more than consumers?
Why Are Hydrogen Engines Being Developed?
You may wonder why hydrogen engines are gaining attention. In recent years, motor manufacturers have consistently stated that their future line ups will include both electric options and an alternative fuel source. Given the mounting environmental pressures and the clear limitations to the longevity of petrol and diesel-powered vehicles, it’s evident that traditional internal combustion engines are not a long-term solution.
On the surface, hydrogen presents itself as an ideal alternative. It is relatively inexpensive to produce, at least for now, while also offering a solution to common concerns about electric vehicles, such as limited range and long charging times. Hydrogen-powered vehicles promise greater range, rapid refuelling, and zero emissions, a seemingly perfect combination. But is it truly a win-win for consumers?
A Journey from the Past to the Present
For decades, the financial model of the automotive retail industry has been built on a fundamental truth: the most consistent and reliable profits come from aftersales, service, parts, and bodyshop repairs. While new car sales contribute significantly, aftersales provide long-term revenue, ensuring financial stability during economic downturns. For example, during recessions or crises like COVID-19, car owners still needed maintenance and repairs, generating steady income for dealerships.
Prestige brands, particularly the German manufacturers, BMW, Audi, and Mercedes-Benz have mastered this model. High levels of customer service and strategic upselling of necessary maintenance have kept aftersales profitable. In exceptional market conditions, such as post-pandemic high demand, sales profits surged, but generally, a strong aftersales department ensures a dealership’s long-term sustainability.
Disruptors and the New Business Model
The industry is now witnessing disruption from companies like Tesla and BYD. These brands have redefined automotive profitability by reducing reliance on aftersales income. Their vehicles have fewer moving parts, meaning reduced maintenance and fewer serviceable components. Instead, Tesla and BYD focus on:
This shift is forcing traditional manufacturers to adapt. Consider the BMW 5 Series as a case study:
Why the significant price difference? One factor is that traditional manufacturers need to compensate for reduced aftersales revenue. As EVs require less servicing, manufacturers are shifting their profit focus towards vehicle sales rather than long-term maintenance income.
The Agency Model and Fixed Pricing
The Agency Model is a new retail structure being adopted by many manufacturers and retailers, fundamentally changing the way vehicles are sold. Under this model, pricing is fixed, eliminating the need for consumers to negotiate between dealerships. Brands like Apple and Tesla and more recently BYD have already implemented this kind of approach, demonstrating its advantages for both manufacture, retailers and customers.
Traditionally, the motor trade has been one of the few industries where consumers often leave a transaction wondering if they could have secured a better deal elsewhere. The Agency Model eliminates this uncertainty by ensuring that whether you buy a car in Scotland or Plymouth, the price remains the same. This shift means that the key differentiators between dealerships will no longer be price, but rather the quality of service, customer experience, and reputation, reflected in online reviews and customer satisfaction scores and rankings.
For consumers, this model offers greater transparency and consistency, while for dealerships and manufacturers, it helps maintain stronger profit margins, particularly as vehicle prices continue to rise. Ultimately, the focus moves away from price-driven competition and towards delivering an outstanding customer experience and the product.
With fewer serviceable parts in EVs, the industry is filling the revenue gap through higher initial vehicle costs. The following images illustrate simply at a glance the difference:
Diagram: Traditional Combustion Engine vs. Electric Drive Unit
Where Does Hydrogen Fit In?
As EV adoption grows and consumers become accustomed to spending £70,000–£80,000 on a vehicle, hydrogen could be positioned as the next evolution. While hydrogen fuel offers quick refuelling and long range, it reintroduces complex mechanical systems and fluid-based components, leading to:
Diagram: Hydrogen Fuel Cell System.
Just as public fast-charging for EVs is now often more expensive than petrol, hydrogen refuelling may follow the same trend, becoming costly once widely adopted. With inflation and increased production expenses, by 2030, hydrogen-powered cars from premium manufactures could cost £100,000 or more, bringing back the high service bills that EVs have largely eliminated (although there are still horror stories out there) along with a massive jump in the vehicle price.
Final Thoughts: Who Benefits from Hydrogen?
Hydrogen might represent the future of automotive propulsion for manufacturers and retailers, but it may not be in the best interests of the consumer. The price of hydrogen-powered vehicles will likely continue to rise, and the return of higher maintenance costs could make ownership far more expensive than today. While manufacturers and retailers stand to gain from full-margin vehicle sales and increased aftersales revenue, consumers could find themselves burdened with escalating costs, ultimately making hydrogen a costly alternative rather than a true advancement for personal transport. While Tesla, BYD and alike have disrupted the industry by reducing maintenance dependency, hydrogen-powered vehicles could restore manufacturers' traditional revenue streams and introduce what has wavered in the past, profit from the sale of the cars. If this is the case, hydrogen may not be the consumer-friendly alternative it appears to be today.
Time will tell whether hydrogen will be a game-changer or a Trojan horse in disguise.
Author: Luke Phillips
When we think about customer service, it's natural to focus on the individual we interact with, the service advisor at a motor dealer, the receptionist at a hotel, or the barista at a coffee shop. However, truly excellent customer service extends far beyond the person standing in front of you. It’s about the entire experience, every detail, every moment, every touchpoint. Let’s take a motor dealer as an example to illustrate how this holistic approach to customer service works.
First Impressions: Setting the Tone
Your customer journey often starts well before you speak to anyone. When you arrive at a motor dealer, can you find parking easily? If they say they open at 8:00 am, are they truly ready to welcome you at that time? The smallest inconsistencies can set the tone for the rest of your visit. A smooth and welcoming start builds trust and reassures the customer that they’re in capable hands.
A Warm Welcome: The Power of a Smile
Walking through the door, were you greeted with a smile and a genuine welcome? Did someone take the time to direct you to the relevant person? These simple gestures might seem trivial, but they create an emotional connection and make the customer feel valued.
Attention to Detail: The Little Things Matter
Details matter. How was the appearance of the staff? Were they dressed professionally? Did they seem prepared and knowledgeable about your booking or your car’s needs? Every interaction should exude competence and care, reinforcing the trust customers place in your business.
Keeping Promises: Delivering on Commitments
Throughout the day, the promises made by the service advisor must be kept. Was the repair or service completed on time? Was communication clear, proactive, and consistent? Customers shouldn’t have to chase updates or decipher jargon, everything should be laid out plainly and delivered as promised.
The Final Touch: A Seamless Farewell
Finally, as the customer returns to collect their car, were they guided through the handover process efficiently? Was their car ready, accessible, and clean? A smooth and thoughtful conclusion leaves a lasting impression, ensuring the customer walks away satisfied and confident in returning.
Building a Foundation for Excellence
It’s not just about the service advisor or any one person. The entire customer experience depends on the foundation laid by the business:
Clear Processes: Consistency in opening hours, service commitments, and communication protocols ensures reliability.
Team Collaboration: Everyone, from the receptionist to the valet plays a part in creating a seamless experience.
Continuous Training: team members should be equipped with the skills and knowledge to deliver outstanding service at every touchpoint.
Attention to Environment: A welcoming, clean, and well organised space contributes to the overall experience.
The Bigger Picture: Why It Matters
Customer service is not just about meeting expectations, it’s about exceeding them. When businesses get the whole experience right, customers feel valued and appreciated. They are more likely to return, recommend your business to others, and become loyal advocates.
So, the next time you think about customer service, look beyond the individual interactions. Consider the entire journey, from the moment a customer pulls into the car park, to the moment they leave. Every detail matters. When the foundations are strong, the service advisor can shine, and the customer can experience excellence that brings them back time and time again.
In recent years, Generation Z - those born between the mid-to-late 1990s and early 2010s has stepped into the spotlight. They are rapidly becoming a significant demographic force as they move into adulthood, higher education, and the workforce. Whether they are being lauded for their tech-savviness or criticised for having shorter attention spans, Gen Z has captured the collective imagination. But what do they truly want? And is it all that different from what people in their 40s (primarily Gen X, with some on the cusp of Boomers or Millennials) wanted at similar life stages? Let’s dive into some studies, expert opinions, and real world data to find out.
1. Core Values and Lifestyle Preferences
Gen Z’s Priorities
Social Impact & Inclusivity
Numerous surveys, including a 2021 Deloitte Global Millennial and Gen Z survey, highlight that Gen Z is highly motivated by social justice causes. They place a premium on diversity, equity, and inclusion, with many Gen Zers expecting brands and employers to take concrete stands on social issues.
Mental Health & Well-Being
According to a 2022 study by the Pew Research Centre, Gen Z is more open about discussing mental health struggles and prioritising mental well-being compared to previous generations. This openness is driving demand for better work-life balance and mental health support from schools, employers, and society at large.
Born Into the Digital Era
Gen Z was born into an era defined by the internet and mobile technology. They’re often referred to as ‘digital natives’ because they have never truly known a world without smartphones, social media, or on-demand services. This constant connectivity shapes their expectations: they crave instant access to information and are accustomed to continuous multi-tasking.
Gen X in Their 40s
Independence & Work Ethic
Members of Generation X those currently in their 40s and early 50s grew up in the aftermath of significant cultural shifts such as the end of the Cold War and the growth of personal computing. They are often seen as independent, pragmatic, and self-reliant, with a strong desire for a good work ethic and results driven achievements. In their 40s, many focus on stabilising their careers, raising families, and saving for the future.
Learning Technology vs. Growing Up with Technology
Although Gen X played a major role in ushering in the digital age, they had to adapt to evolving technologies rather than being born into them. This means they’re comfortable with technology, but they do not necessarily see it as the primary lens through which they view the world.
Family and Stability
For Gen X, responsibilities such as mortgage payments, child-rearing, and career advancement often dominate. Many in their 40s juggle multiple priorities, which can lead to a greater emphasis on job stability and financial security over constant social engagement or activism.
2. Work and Career Aspirations
Gen Z: Flexibility and Purpose
Desire for Meaningful Work
A McKinsey & Company report suggests that 60% of Gen Z job seekers value roles that align with their personal values, whether that is environmental sustainability or social responsibility. Author and motivational speaker Simon Sinek underscores this in his talks: ‘Young people today want to feel like they’re contributing to something bigger than themselves.’
Remote and Hybrid Work
Gen Z’s comfort with technology often translates into a preference for flexible work environments. Many Gen Zers view remote or hybrid work as an essential factor when job hunting, seeking to reduce commute times and maintain a healthier work-life balance.
Gen X: Stability and Growth
Career Progression
By the time many Gen Xers reach their 40s, they are often mid-career professionals aiming for leadership roles or career stability. They place a high value on upward mobility and benefits (such as pension schemes, paid leave, and health insurance) to provide security for themselves and their families.
Emphasis on Experience
Having lived through various economic shifts, Gen X tends to balance risk taking with prudence. While they may embrace new opportunities, they also weigh how these moves will affect their long-term financial security, particularly if they have dependants.
3. Consumption Habits and Brand Loyalty
Gen Z: Conscious and Connected
Social Media Influence
Gen Z is heavily influenced by social media trends and influencers. A 2021 Business Insider Intelligence report found that 70% of Gen Z say social media is a major factor in shaping their purchasing decisions. Transparency in brand ethics and production processes can significantly determine whether a brand earns Gen Z loyalty.
Sustainability and Ethics
They care deeply about sustainability and authenticity. Many Gen Z consumers will pay extra for eco-friendly products, and they often hold companies accountable for environmentally or socially irresponsible actions.
Gen X: Quality and Practicality
Brand Loyalty Through Experience
Gen X tends to make purchasing decisions based on product quality and reliability. While they are certainly exposed to marketing via digital channels, a strong track record and trust in a brand still carry substantial weight.
Balancing Necessities with Aspirations
Because Gen X often shoulders responsibilities like mortgages, college savings, or care for ageing parents, they’re more measured in their spending. However, when investing in higher-end items, it is frequently for long term value rather than immediate trends.
4. Communication Styles
Gen Z: Engaging Through Technology
Gen X: Digitally Adapted, With a Nod to Traditional Methods
5. Key Takeaways and Conclusions
Shared Values, Different Expressions
Both Gen Z and people in their 40s value security, well-being, and meaningful engagement. However, Gen Z’s pursuit of these goals is often more vocal, more digital, and demands social responsibility from brands and institutions.
Technological Fluency vs. Adaptation
Gen Z’s digital nativity shapes their expectations for instant access and seamless connectivity. In contrast, those in their 40s (Gen X) have adapted to technology over time, balancing digital tools with established methods of engagement.
Economic Context Matters
Gen Z has grown up during periods of economic uncertainty and rapid technological innovation, influencing their desire for flexible and purpose driven work. Meanwhile, Gen X’s priorities in their 40s can lean more towards stability and long-term planning.
Activism and Social Causes
Both generations may care about social issues; however, Gen Z demands vocal and visible action from brands and leaders, leveraging social media to amplify their voice. Gen X often balances real world responsibilities with practical support for causes.
Different Life Stages Play a Role
It is crucial to remember that many Gen Zers are just entering adulthood, while people in their 40s are frequently in the midst of midlife responsibilities. The contrast in what ‘matters most’ is shaped not only by generational differences but also by life stage priorities.
Final Thoughts
While there are notable differences between Gen Z and people in their 40s particularly around technology, social activism, and workplace expectations. There are also shared aspirations: both groups ultimately seek security, meaningful connections, and personal fulfilment. Much of the perceived generational divide stems from different life stages, the economic climate in which each generation has matured, and the role technology plays in everyday experiences.
As brands, employers, and society at large look to engage Gen Z, understanding this generation’s values—authenticity, inclusivity, and purpose will be vital. At the same time, acknowledging the needs of those in their 40s, stability, quality, and reliability remains equally important.
Ultimately, recognising these generational nuances should not be about pitting one group against the other, but about creating environments, products, and policies that resonate across age groups. Each generation has its unique strengths, lessons, and contributions to share and there is much we can learn from one another.
In recent years, there has been growing recognition of neurodiversity, a term embracing a variety of neurological differences, such as autism, ADHD, dyslexia, and more. With greater awareness and better diagnostic processes, many more individuals are understanding and accepting their neurodivergent profiles. This shift is having a profound impact on the workforce, paving the way for more inclusive practices and innovative thinking.
The Rise of Neurodivergent Talent
As diagnosis rates increase, the working world can expect to see a higher number of openly neurodivergent professionals. This is not necessarily because more people suddenly have these conditions, but rather that an enhanced understanding and diminished stigma lead to more accurate diagnoses. In turn, individuals who once felt marginalised or misunderstood are stepping forward with their unique perspectives.
Neurodivergent minds can offer distinct advantages in the workplace, ranging from heightened creativity and attention to detail to strong pattern recognition and problem solving abilities. However, these employees may also face specific challenges, such as sensory sensitivities or difficulties with executive function (like organising tasks or managing time).
Benefits of a Neurodiverse Workforce
Organisations stand to gain significantly by embracing neurodiversity:
How Employers Can Adapt
Flexible Working Arrangements
Whether it is offering remote or hybrid options, flexible hours, or personalised workspaces, adaptable environments can help neurodivergent staff thrive.
Neurodiversity Training
Providing managers and colleagues with education about different neurological profiles fosters empathy, encourages respectful communication, and supports effective team collaboration.
Tailored Support
Reasonable adjustments, such as noise cancelling headphones, quiet work areas, or assistive technologies, can make a huge difference. Similarly, structured feedback sessions or clear written instructions may help people who benefit from consistency and clarity.
Inclusive Hiring Practices
Revising recruitment methods (for instance, simplifying application forms or adapting interview formats) can make it easier for neurodivergent candidates to showcase their abilities.
Mentorship and Peer Support
Programmes that connect neurodivergent employees with mentors or supportive peers can help build confidence and community.
Looking Ahead
As the future workforce continues to evolve, organisations that prioritise inclusivity and understanding will attract and retain top talent, including neurodivergent professionals. By adapting policies and promoting a culture of acceptance, employers not only do the right thing ethically but also stand to benefit from a more creative, committed, and dynamic workforce.
In today’s fast paced and competitive business environment, strong leadership is essential for long term success. Organisations that invest in leadership development not only build high performing teams but also drive innovation, enhance employee engagement, and improve overall business performance. But what are the most effective leadership development strategies that truly make a difference?
1. Tailored Leadership Training Programmes
No two businesses are the same, and off the shelf leadership training often falls short of delivering lasting impact. Instead, organisations should focus on bespoke leadership development programmes that align with company culture, strategic objectives, and industry specific challenges.
A modular approach allows for flexibility, enabling businesses to integrate key leadership skills, from decision-making and problem solving to emotional intelligence and communication. Training should be designed to cater to leaders at all levels, from emerging managers to senior executives.
2. Executive Coaching and Mentoring
One of the most effective ways to develop leadership skills is through executive coaching and mentoring. A high support, high challenge coaching methodology ensures leaders are equipped with the skills to drive business success while fostering self awareness and personal growth.
Mentorship programmes also help by pairing aspiring leaders with experienced professionals who can offer insight, feedback, and real world guidance. This approach not only accelerates development but also builds a strong leadership pipeline within an organisation.
3. Practical, Experience-Based Learning
Traditional classroom training has its place, but experiential learning is far more impactful. Businesses should implement real world leadership challenges, such as:
Project based learning to tackle strategic business initiatives.
Cross functional leadership opportunities to broaden skills beyond one department.
Shadowing and secondments that expose future leaders to different roles and perspectives.
These hands on experiences help leaders apply theoretical knowledge in practical scenarios, reinforcing learning while building confidence and competence.
4. Emphasising Emotional Intelligence and Soft Skills
Technical knowledge is important, but emotional intelligence (EQ) is what sets great leaders apart. Leaders with high EQ excel in:
Self-awareness and self-regulation
Empathy and relationship-building
Effective communication and conflict resolution
Businesses should integrate soft skills training into leadership programmes, ensuring leaders can navigate complex team dynamics, inspire employees, and build strong workplace cultures.
5. Leadership Development Through Feedback and Assessment
Regular assessment is crucial in measuring leadership effectiveness. Utilising 360-degree feedback, personality assessments, and leadership evaluations provides valuable insights into strengths, weaknesses, and areas for growth.
Feedback should be continuous, with structured performance reviews and coaching conversations to track progress and reinforce development.
6. Building a Culture of Continuous Learning
Leadership development shouldn’t be a one time initiative, it must be embedded into a company’s DNA. Businesses that prioritise continuous learning create a workforce that adapts to change, embraces innovation, and remains competitive.
Encouraging leaders to attend industry conferences, leadership summits, and online learning platforms fosters ongoing development and keeps leadership strategies fresh and relevant.
7. Aligning Leadership Development with Business Strategy
For leadership training to be effective, it must be aligned with the organisation’s vision, mission, and goals. Businesses should ensure that leadership development initiatives support:
Long-term business objectives
Cultural transformation and organisational growth
Future leadership succession planning
By aligning leadership programmes with strategic business needs, companies can develop leaders who drive measurable impact and contribute to sustained success.
Final Thoughts: Investing in Leadership Development for a Stronger Future
Leadership development is not a one size fits all approach. The most effective strategies focus on personalised training, experiential learning, executive coaching, and continuous development. By implementing these approaches, businesses can cultivate resilient, adaptable, and high performing leaders who inspire their teams and drive long term success.
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