Jeff Smith Author of The KPI Book Jeff Smith books including The KPI Book KPI Software written by Jeff Smith Test your knowledge of the Motor Industry every month Jeff Smith speaks at conferences. KPI and Dealer Profitability Jeff Smith and Insight Training contact details

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we really appreciate your support.





Pendragon PLC

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Letter to Jeff Smith from Wayne Edwards, Director of Pendragon PLC

Contact Wayne Edwards by email
National Franchise Director of Pendragon PLC


Dear Jeff,

For me the pleasure of working with you has been very profound and I am delighted to provide a testimonial to you and your team. What we all learned is we have a lot to learn still, and we never stop learning new approaches to business and management.

You have stimulated my team enormously.

Best wishes to your wife from us all here in Doha.

Paul Maryan
Chief Operations Officer
- Automotive
NBK, Qatar

Contact Paul Maryan by email

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A letter to Jeff Smith written by  Paul Maryan - Chief Operations Officer - Automotive, NBKS, Qatar

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"When it comes to understanding "the Business end" of a Bodyshop and it's overall profitability, only those who understand it in great depth can make it look truly easy and Jeff Smith is definately one of those people.

Take a look at The KPI book, each page is simplicity itself. Yet each is a no-frills succinct description of an important route to understanding how business works and where the key levers for increasing profitability exist.

I recommend that you do one of his training courses, as many Akzo Nobel customers have been doing for over ten years, and you will understand 'less is more', less clutter, more learning!

His approach, which is truly focused on commercial gain in the workplace, has now taken a small dedicated number of Akzo customers to ARMS.

Automotive Retail Management Standards being the written proof of their application of Bodyshop Management training in their businesses.

For me personally, it has been a real pleasure to witness his unique style and development of these groundbreakers, as they go from strength to strength, bringing clarity to their businesses and their own aspirations.

So to anyone with any doubts, buy the book, do the training and if you need a reference, ask any of Akzo Nobel's customers who have walked Jeff's clear straight pathway and you will get a resounding 'Yes, just do it!'

I heartily recommend Jeff and his company. If he says that he can help you to deliver your desired results, then he will. I've worked alongside him and seen him in action for many years and it's been a true privilege."

RAB Lee, Services Manager Akzo Nobel Coatings Ltd UK.

Mercedes Benz - NBK Automotive, Doha, Qatar

"There are soft skills generic /classic trainings that energizes ones brain to explain (in general terms) things one can do to POSSIBLY become more effective in some skills and there are the hard core technical training in some specific area or technology to pass a certain knowledge / know how in one or two areas…. As for the training our top management received from you last week; it has delivered a substantial amount of both the SKILLS and KNOWLEDGE ALL AROUND the Automotive Industry which could be applied immediately the following day making one not only identify all the important KPI in the business; but also, the reason behind each resultant KPI.

All our top Management Team enjoyed the experience that summarized the Automotive Business Management in two days and looking forward to the next challenge of part 2. Thank you Jeff for this wonderful experience."

Ayman Khaleel - Human Resources Manager, NBK - Qatar.


Dear Jeff,

I would like to take this opportunity to personally thank you for all your efforts in assisting me during the course of my Bodyshop Management ARMS assignments. I have developed a skill in report writing that I never thought was possible due to the 'second to none' mentoring that I have received from you.

Your mentoring has nurtured me from a complete novice to an accomplished report writer within the space of my first four reports.

Not only has this enabled me to be in a position to complete the full set of ARMS assignments with top grades, more importantly than that, it has enabled me to apply this skill within our business to highlight and report to others, areas of weakness within all aspects of our business that were impacting on performance and ultimately bottom line profit.

The presentation of these reports has been impacting and the areas highlighted within them that have been addressed have proved to be massively beneficial to our company, enabling it to grow impressively into a successful and well respected regional brand.

Without your assistance I don't believe that any of this would have been achievable.

Chris Hammond - Director - Lovells Auto Body Centres (Peterborough and Spalding)

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"I cannot overstate the impact of Jeff Smith’s presentation at our recent Inchcape Retail Group Aftersales Managers meeting which was held at The Heritage Centre in Gaydon.

It was wonderfully simple to understand, yet very powerful in its approach in teaching us all how to further improve the profitability from our Aftersales departments.

He also managed to crisply communicate the message in a relaxed way and best of all we had some genuine fun when completing the KPI Quiz that he asked us to do.

There were some hard hitting messages in the presentation and we all concluded that he prepared a presentation that seriously differentiates him from the crowd and will most definitely help us to improve our performance.

I highly recommend Jeff as a Professional Speaker for any conference.”

Neil Tonks – Inchcape Retail Group Aftersales Director

"Jeff's "Improving Operational Performance" training course is a benchmark for all of my Area Managers when dealing with our Dealer Network. Without these key skills they would not be best placed to advise on industry best practice relevant to an individual dealers situation. Having seen the positive impact on our Field Force, we have worked with Jeff to successfully adapt the course for Dealer Principals, which even the most seasoned of operators have benefited from. The issue here is not ability, it is the understanding of the impact of an every day business decision. "One of the best training courses we have attended" - a quote from both Area Managers and Dealer Principals alike!"

Mark Dickens - Regional Director, Renault UK Ltd

"In today's industry improving operational performance is no longer a luxury - it is a necessary condition for survival. Having been on two of Jeff's courses I would honestly say that they were the most valuable I have ever attended. They are simply a must for anyone either working directly in, or having day to day contact with automotive retailers"

Justin Elias - Regional Director, Renault UK Ltd

"Morning Jeff,

thank you for a very interesting day on Tuesday. I am glad I took the opportunity to attend for the day rather than attempt the online assessment. I have recommended this route to my colleagues who still have to complete the finance module. Your enthusiasm for the subject was refreshing and the course content was instantly relevant to my position (can't wait for end of month accounts now!!)

You appear to be living in the real world not viewing it through rose-tinted spectacles. It was different to have a meaningful assessment rather than an acknowledgement of course attendance. I have made a start to your book and finding it very useful."

Ken Gordon - Aftersales Manager, Chathams Honda

"Many thanks for your e-mail, and I look forward with great anticipation to receiving your newsletters !

I enjoyed the course very much, but did find it very intense. Perhaps 2 days would be better ! A great deal of what we discussed were items that I had no experience of whatsoever, so it was a massive learning curve for me.

If I had known what you showed us years ago, perhaps I might have been a DP by now!

Thanks once again and I look forward to seeing you and speaking with you again."

Brian Kent - Sales Manager, Hepworth Honda Halifax

"Dear Jeff

I must say that I have enjoyed every minute of the two days training, I felt challenged at all times and that pushed me harder. I feel now confident to express and share my opinion with my team more, the KPI’s we have learnt are essential for better managing our business.

I look forward to go on to the second stage of the training."

Ahmed Habib - General Manager, Nasser Bin Khaled and Sons Services

"Hi Jeff,

Just a short line to let you know- Not only have you helped me improve my own business skills, you've also won our company a major training award!"

Kevin Vokes - Bodyshop Manager, The Hammond Group

A letter to Jeff Smith
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"Hi Jeff

thank you for a fantastic two days!

Your intention of taking our minds out of the comfort zone for me was an understatement “out of body may be more accurate”, as I explained coming from my background Aftersales many of the Sales calculation models I had no experience in so I am quietly pleased with what I achieved and certainly learnt.

It will benefit all of us here not just me.


Peter Knowles - Dealer Principal, Shepton Mallet Motors, Somerset.

"I had the privilege of recently being on the receiving end of Jeff Smith's 6 days IOP training. In 12 years professional experience, I never attended a course as practical, didactic and captivating. The intelligence of it lies in Jeff's ability to revealing simplicity. The target is the automotive industry in general and its network of dealerships in particular.

The training provides whoever attends it with a comprehensive and yet pragmatic overview of the operations of a business and the importance of Key Performance Indicators to run it. Whether financial or operational, these KPIs need to be relevant and pertinent enough to help analyse, manage and take appropriate strategic actions to successfully run a dealership.

First you are provided with a down to earth overview of business accounting structure relevant to a dealer. Then you are presented with an unlimited number of Key Performance Indicators all equally linked to the automotive industry. The course actually teaches you which KPI to choose and why before showing you how a dealership can be accurately diagnosed and efficiently driven using financial and operational data.

The material and illustrations used during the training are inspiring, innovative and interactive. But the strength of the programme originates mainly from the man delivering it. Jeff Smith brings with him extensive practical experience gathered at dealer level. Yet it is mainly his quiet composure and witty guidance that make the experience a truly unforgettable one.

An experience which I have most certainly already recommended and will carry on recommending to anybody currently interested and/or working in the automotive industry."

Mathieu Pointeau - Manager, Network Quality, Renault UK.

"Our underlying objective was simple. It was to help dealers get a better return on their investment. We knew that if we achieved this we would secure both their and our own long-term future.

To do this we had to make sure that both the dealers and ourselves fully understood how a dealership should operate as one homogenous unit and not as a collection in individual units competing rather than complimenting each others operations.

Throughout the profit workshops expertly presented by Jeff, many industry and business myths were totally exploded. Agreement was reached as to what K.P.I.s should be measured, why they should be measured and how they should be measured. The outcome was a real understanding of the business issues and the use of a common language that will make our performance standards more meaningful and easier to manage.

The tutelage provided by Jeff is the cornerstone in the future development of our Dealer Principals and Field managers. The K.P.I. Book written by Jeff forms the focal point of all our management development programmes at every level.

Brian Burns - Training Manager, Renault Trucks.

"Good afternoon Jeff,

may I take the opportunity to once again thank you for the best training course I have ever attended.

I will be letting my Director know how much I enjoyed the course and I personally think all leaders in the group will gain a lot from it.

I have come back and I am implementing my plan to use the apprentices as you have suggested, so I will let you know how I get on.

I have still not put down your book, how to make more profit from your service department!"

Warren Eason - Service Team Leader, Pendragon.

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