THREE employees of Nissan dealerships have been recognised for going above and beyond to look after the brand’s customers, earning them May’s Dealer Ambassador of the Month honours.
The monthly award, which is open to all staff in the Nissan retail network, recognises an individual’s outstanding commitment to customers and colleagues. It is designed to celebrate best practice and examples of exceptional customer service, and in May saw Carol Soanes of Canterbury Motors, Brett Duffy of Western (Stirling) and Josh Gibbs of Wessex Garages, Cardiff, winning praise from NMGB directors and 350 N-GAGE points each.
Service Advisor Carol Soanes was nominated by Dealer Principal Terry MCabe for winning back customer loyalty by helping out a lady whose car needed additional work.
“One of our customers left their vehicle here for service work, but this ran into extra days due to further work being authorised,” he said. “Unfortunately, due to the time scales being extended, the customer was unable to call on her previous lift back to the garage. Carol offered to go 10 miles out of her way the following morning on her way to work to pick her up and bring her to the dealership to collect a courtesy car.”
“On the journey, the customer remarked to Carol that her experience the previous year was poor and she considered not using us again. However, she was very glad that she had come to us again as the experience this time had been exceptional. Carol’s customer-centric service is exceptional and has already made a massive difference in our turnaround of our customer experience here at the dealership.”
Brett Duffy – a Parts Advisor at Western (Stirling) – was nominated by Service Manager, David Robertson. He said: “We had a service advisor leave the business unexpectedly at the start of May. Brett was an apprentice in our parts team and asked if he could assist our advisor team. In doing so, he has engaged and owned the whole service advisor role and process, receiving some great feedback from customers and producing some great upsell conversion results. Brett has impressed the service manager so much that we have now offered him the full time role – a true ambassador for Nissan and our company.”
Wessex Garages Sales Consultant, Josh Gibbs, was recognised by Dealer Principal Gareth Howells, who said: “Josh stepped in to help another one of our branches get a handle on their eMaster system. Josh took the lead on this ensuring that many customers were looked after in the process, most of whom were grateful for the advice and end of contract consultation he was offering. Josh did a number of deals this way – many of which were delivered out of hours after he had completed his role at the Cardiff showroom in the day.
“Josh delivered vehicles on Saturday and Sunday nights and received lots of positive feedback – including one customer buying him a very large drinks hamper to say thank you. Josh has done a great job looking after these customers and they were very grateful in return.”
The Brand Ambassador Of The Month awards will continue throughout 2019 and senior staff are invited to nominate their best team members over the coming months.
To enter the June awards, nominate through N-GAGE by 5th July.