Nissan has revealed the names of its ‘Dealer and Dealership Ambassador of the Quarter’ winners for Q1 of the current financial year.
The incentive scheme places the focus squarely on the delivery of first-class customer service. All six winners were lauded for going above and beyond the call of duty to care for their customers and should be very proud of their achievements.
Dealership Ambassadors of the Quarter
Yeomans Nissan Worthing
The nomination for Yeomans Nissan Worthing was brief and to the point! We were told that the dealership in Brougham Road is consistently in the top band of QVOC feedback.
Robust processes are in place to ensure that all customers are given an exit survey once their interaction with the dealership has concluded. This ensures that any issues are resolved as promptly as possible. Well done to the team at Yeomans Nissan Worthing and keep up the good work!
West Way Nissan Oldham
Over the past three quarters, the team at West Way Nissan Oldham have recorded hugely impressive QVOC-A scores (P2 finished on 91.9 from 114 responses).
The friendly staff do everything they can to meet their customers’ needs, and processes are always adhered to.
Customer verbatim regularly singles out individual staff members for praise and it’s clear that expectations are always met and frequently exceeded.
Bristol Street Motors Nissan Sheffield
The team at Bristol Street Motors Nissan Sheffield were nominated because of the continuous improvements that have been made across the business over the past six months. Hard work and dedication is keeping everything firmly on track and heading in the right direction.
Much of the credit goes to General Manager Jamie Priestley, who took on the challenge of running the dealership at the end of last year. He carefully selected suitable candidates to fill vacancies, with a key recruit being Service Manager Jake Powell.
In terms of aftersales, staff are now invested in creating a warm, welcoming and friendly environment for customers. The department is focused and committed to ‘fix first time’ and to keep customers at the centre of everything they do.
The exceptional growth in CQ for both sales and aftersales is testament to the team’s dedication to customer satisfaction. Jamie happily acknowledges that a team effort has led to recent progress but it’s clear he laid the foundations to enable the dealership to make huge strides forward.
Dealer Ambassadors of the Quarter
Kate Edmunds, Griffin Mill Garages Ltd., Pontypridd
Kate joined the service team at Griffin Mill Garages in November last year and made an immediate impact on the levels of care and attention received by customers. Kate really ‘‘lives and breathes’’ the customer experience and has fully embraced the dealership’s processes.
Showing a significant improvement, the business’s quarter two CVA position has been finalised at 99.4 per cent from 178 surveys – with 100 per cent scored from 90 surveys in June alone.
Dozens of customers mention Kate by name when giving feedback, with one saying recently: ‘‘Kate was super-professional, informative and had a fab, upbeat personality. Thanks for looking after me so well.’’
Well done Kate, and keep up the great work!
Steven Kay, Yeomans Nissan Aldershot
Our second Dealer Ambassador this quarter is Steven Kay, Workshop Controller at Yeomans Nissan Aldershot, who is described as Nissan through and through.
After 17 years with the brand, Steve has the ability to not only carry out complex repairs on cars such as LEAFs and GT-Rs, but can fully navigate parts systems and step in as a service advisor and aftersales manager to cover.
We were told that nothing fazes Steve and that he is always happy to help and support his teammates. In recent months, he finished third in the UK NISTEC finals. All his colleagues are extremely proud of him and are keen to see him get some recognition for his efforts and achievements.
Yeomans Nissan Aldershot always achieves high CVA scores, with customers often mentioning the service advisors. Steve is described as the backbone of the department and among the many positive comments he has received, one customer described him as ‘‘excellent’’ recently.
Neil Mottram, Glyn Hopkin Nissan St. Albans
‘‘Absolutely fantastic’’ – that’s how one satisfied customer described Neil Mottram, Motability Scheme specialist at Glyn Hopkin Nissan St. Albans.
In a tribute to Neil’s approach to his work, we were told: ‘‘Not only will this customer now recommend our dealership to friends and family, she has become an advocate for Nissan, too.’’
The full comment read: ‘‘Nothing could have improved my experience. Neil was absolutely fantastic, helpful and I couldn’t have asked for anyone better to help me. I would recommend the dealership to everyone I know and tell them to ask for Neil.’’
Official recognition
The Dealer Ambassador Awards are open to everyone employed in Nissan’s UK retail network and recognise the lengths staff members go to in order to make the lives of their colleagues and customers that little bit easier.
As well as receiving official recognition, each winner will be awarded N-Gage points. The Awards continue throughout 2023 with a revised points allocation. Please see the N-Gage page for more information.
We will continue rewarding team members every quarter, so please submit your P3/Q2 Dealer Ambassador of the Quarter nominations via N-Gage as soon as possible.