Three Nissan dealership employees have been recognised for going above and beyond to look after the brand’s customers, earning them November’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. In November, Service Advisor Andrea Williams of Nissan Liverpool, Sales Consultant Jason Hutchinson of Hurst Nissan Centre Belfast and Service Advisor Mark Swift of Newton Motors Cwmbran won praise from NMGB directors and 350 N-GAGE points each.
Andrea Williams has consistently gone above and beyond for her customers, despite single-handedly running the service desk for more than a year. Her colleagues nominated her particularly for a recent example when she stayed late and in her own time to hand over a car to a customer.
The nomination explained that she ‘consistently delivers excellent levels of customer service’ and that ‘this is just one of many examples where Andrea consistently goes the extra mile and is deserving of the recognition of her peers and NMGB’.
Also named as an Ambassador of the Month was Jason Hutchinson, who went the extra mile for a young customer and GT-R fan who had just had lifesaving surgery. Not only did Jason get him out on a test-drive of the car that night, during the busy Juke VIP event at the dealership, he sent the car to their home for a weekend test-drive too!
The nominator said: “Jason took it upon himself that day to make sure young Adam was looked after in getting to see inside the GT-R. He then went one step further in bringing the customers back down to the showroom giving Adam (obviously not him driving) a drive in our demo GT-R.
“One step further again lent him the car for the weekend so they could take it to their house – 70 miles away – so that Adam could show all his friends the car.”
Finally, the third Ambassador of the Month is Mark Swift who truly excelled the expectations of a service advisor when a customer came in after the very recent death of his wife. Mark consoled the customer as best he could and tried to make the repair of his car as seamless as possible, but also asked to attend the funeral as the customer didn’t have any family to support him.
“Mark arranged for the car to be looked at straight away, it needed £1,100 worth of work and would be off the road while the parts were ordered in, an extremely uncomfortable thing to explain to a customer at this time. There were no loan vehicles available but Mark took the customer home in his personal car and spent a bit of time with the customer at his house,” the nomination said.
“He arranged an automatic to arrive from our other dealership so the customer could arrange his wife’s funeral. The parts were ordered, vehicle repaired and discount applied to try and ease the upset for the customer by the 16th November. On collecting his car Mr Price still emotional at his loss was dealt with my Mark and thanked him for his assistance and out of the blue Mark informed the customer he would like to attend the funeral of his wife.”
The Brand Ambassador of the Month awards will continue into 2020 and senior staff are invited to nominate their best team members.