Nissan has revealed the names of its Dealer and Dealership Ambassadors for Q1 of the current financial year. The incentive scheme places the focus squarely on the delivery of first-class customer service.
Once again, 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.
Q1 Dealership Ambassadors of the Quarter
Wessex Garages Nissan – Newport
The members of the team operate like a well-organised family at Wessex Garages Nissan – Newport. Each member knows, lives and loves their job, but is ready to step into someone else’s shoes at a moment’s notice. To sum things up, it’s a great dealership run by an outstanding group of people.
They recently achieved the prestigious number-one position on the aftersales balanced scorecard, which is the result of two years of incredibly hard work and dedication. Moving forward, there are plans to add an extra four van bays so that the dealership can become a hub for LCV repairs along the M4 corridor in South Wales.
The dealership is adored by its customers – many of whom are Motability clients who are on their seventh or eighth Nissan because they appreciate the experience and expertise of the team. QVOC is clearly signposted, so customers understand why it is important, and their feedback motivates everyone at the dealership to continue to strive for excellence. Well done everyone.
WR Davies Nissan – Stafford
WR Davies Nissan – Stafford finished the quarter with a strong QVOC-S score of 4.95, with a good response rate showing a consistently high-quality sales process from start to finish.
Sales Manager Chris Powell has a implemented a sales process which focuses on value for the customer delivered via thorough qualification, making every visitor to the dealership feel valued.
From the moment a sale/purchase has been agreed, the dealership team keep the customer well informed throughout the buying process until delivery. In addition, the showroom is always presented fantastically and every handover unveiling is a celebration by the whole team which adds value and excitement to the customer’s buying experience.
There is an abundance of positive feedback from customers, with the comments motivating everyone to keep up the good work.
Glyn Hopkin Ltd. – Colchester
The team at Glyn Hopkin Colchester, managed by Ross Banham with assistance from Adam Gray, are clearly happy and enjoying their work. The team see themselves as ‘‘one big family’’ and this is clear in everything they do, from creating a wonderful atmosphere to providing great customer service.
Name-check time! And first up is Sales Executive Will O’Donoghue, who received a score of 99 per cent in a recent ARIYA mystery shop – great work.
Fellow Sales Executive Jack Bell also deserves a mention. Jacks keeps meticulous and regularly updated notes about the key features of the cars in the Nissan range.
He also has accurate information about the cost savings involved in running an EV as opposed to a petrol or diesel powered car – invaluable data that he’s only too happy to share with customers.
QVOC-S concluded at 4.94 post-appeal with 36 surveys received (54 per cent response rate, above average). A couple of positive comments were as follows:
‘‘Gaile Brook really impressed us with her knowledge of the car we purchased and made the entire experience really easy. We are over the moon – thanks so much!’’
‘‘Sales Executive Mehmet Mehmet talked me through whole process regarding owning an electric car, which I appreciated very much.’’
Q1 Dealer Ambassadors of the Quarter
Hassan Ahmed, Bristol Street Motors Nissan, Derby
Hassan has only been with Bristol Street Motors and the Nissan brand for a short while but in that time, he has made a hugely positive impact on the dealership and its customers.
The feedback received in relation to Hassan is nothing short of exceptional.
A great example of Hassan going above and beyond the call of duty relates to a last-minute hitch with a customer’s Juke purchase.
Unfortunately, there was a delay relating to the taxing of the vehicle which prevented her taking it away as scheduled. Hassan made sure the customer had adequate refreshments during the delay until it was realised that a resolution wasn’t in sight, at which point Hassan arranged a courtesy car.
The following day – with the issue resolved – Hassan offered to personally deliver the vehicle to the customer’s home address, so she wasn’t inconvenienced.
Nice work Hassan, and your customer is sure to remember her experience with Bristol Street Motors Nissan Derby for all the right reasons!
Bethan Coles, Wessex Garages Nissan – Newport
Service Adviser Bethan Coles has only been in her current role for 16 months but has already received many kind words and compliments from grateful customers.
We were told that Bethan always makes the customer experience enjoyable thanks to her friendly nature and welcoming smile. She has delivered a consistently high level of service during her entire time at the dealership, with some of the commments received about her included below…
‘‘The member of staff who looked after me at Nissan was lovely, welcoming and informative. I feel that the whole team went above and beyond to meet my needs. I look forward to seeing you all next time.’’
‘‘We experienced excellent service – the young lady we dealt with was lovely, with brilliant customer skills. Thank you.’’
Matthew Short, Hendy Nissan Salisbury
Nissan Master Technician Matthew Short is our third Dealer Ambassador for Q1. Matt has been a dedicated member of Team Hendy and has been in continuous employment at the same dealership in Salisbury for 35 years!
He started his career there washing cars before securing an apprenticeship in 1989 and has since worked his way up to becoming a Master Technician for three different brands, most recently becoming a Nissan Master Tech in 2018.
His dedication and skill are clear to see. Matt is a real team player and strives to get customers back on the road as quickly as possible. He has a real passion for what he does and his quality of work is second to none.
Technicians don’t often get the recognition they deserve. So thank you, Matt, for your long and loyal service and your dedication to both Hendy and Nissan.
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 throughout 2024 with a revised points allocation. Please see the N-GAGE page for more information.