Nissan has revealed the names of its ‘Dealership Ambassador of the Quarter’ award winners for quarter two of the current business year. Also winning recognition are the three individual ‘Dealer Ambassadors’ for the same period.
The recently relaunched incentive scheme places the focus squarely on the delivery of first-class customer service.
All six winners won praise for going above and beyond the call of duty to care for their customers and should be incredibly proud of their achievements.
Bristol Street Motors Nissan, Halifax
Bristol Street Motors Nissan Halifax was nominated because of the huge strides the whole team has made in enhancing the customer experience. Key to their efforts was a change of approach as colleagues looked to improve the dealership’s QVOC-A score.
Staff participated in a comprehensive Customer Quality Plan and went back to basics with no stone unturned. Full engagement was gained from the dealer principal and his team and it became everyone’s shared responsibility.
The DP, service manager, parts manager, front-of-house team and workshop ensured the new process was introduced to a high standard and it continues to be consistently applied. A fantastic transition took place and the site went on to record an upper quartile August R1M/R3M of 94.1%/95.7% respectively with all processes firmly embedded.
Additionally, the site has improved its aftersales scorecard ranking significantly, another great achievement. Well done to all concerned!
Glyn Hopkin, Ipswich
This dealership was nominated because of its consistently high QVOC performance over a 12-month period. Customers are always full of praise for the team, with incredible feedback for colleagues across the business.
One customer wrote: ‘‘I was really happy with the great service – highly recommended.’’ They went on to praise the knowledgeable staff and said they had been using the dealership for years.
Another commented: ‘‘Everything went smoothly. I was very happy with the service I received and staff were friendly and efficient.’’
A third customer noted: ‘‘I always receive a warm welcome and friendly service – I am very happy with everything. My overall experience was brilliant and I can’t fault anything.’’
Park’s Nissan, East Kilbride
Park’s Nissan of East Kilbride was nominated because it has shown significant improvements recently, most specifically in relation to its Customer Quality performance. In recent months, a number of measures have been taken.
The team have driven process actions hard; they have engaged with a new Customer Quality Plan, and established robust pre-visit master tech job card reviews and follow-up processes.
These actions have proven successful, and this work has been done while managing the move to an entirely new showroom! Their R3M score trend has been on an upward trajectory since January.
Elsewhere, the dealership’s data quality (email validity) performance has been significantly improved and a new emphasis has been placed on training, with a second Master Technician now working in the business. Finally, their warranty performance is now impressively consistent – so well done, everybody!
Elle Sozzi, Glyn Hopkin, Bishops Stortford
Since joining the company in 2016 as a trainee service advisor, Elle Sozzi has always been willing to go the extra mile for every customer. The dealership consistently receives outstanding feedback regarding Elle’s knowledge and willingness to listen and fully understand customers’ concerns while being efficient and professional at all times.
A recent piece of feedback from a customer read: ‘‘Fantastic service from Elle. She went above and beyond to be helpful and is very professional too.’’
Elle is now the assistant service manager at the Bishops Stortford dealership and continues to be a hard-working and dedicated member of the team. She has a true passion for the Nissan brand and shows new recruits exactly what they can achieve!
Henry Richardson, Crayford & Abbs, Holt
Henry Richardson earns his nomination after springing into action to help customers who hit a snag as they were setting off on holiday. They were heading to Dover for an overnight stay before travelling to France via the Eurotunnel when their Qashqai developed an engine fault.
Henry code-read the vehicle when the customers arrived at Crayford and Abbs and diagnosed a faulty injector. After supplying them with a courtesy car, he managed to source a replacement injector from a supplier 20 miles away.
With Henry’s help, the part was fitted and coded and the customers were back on their travels within a few hours! As a result, the customers said their experience at the dealership would be ‘‘difficult to improve’’ and added that they went on to cover several hundreds of miles during their time away without a hitch.
Adam Ashley, Norton Way, Letchworth
Our final individual winner is Adam Ashley, a loyal member of staff who has been at Norton Way Nissan for more than 20 years.
We were told: ‘‘Adam continues to do a brilliant job and the customers really like him. We have had a great quarter at Norton Way and our CVS has increased to 97.3 per cent.
‘‘There are a number of candidates who could be recommended for a Dealer Ambassador Award but Adam has delivered a standout performance. It would be really good to see someone like Adam recognised.’’ Nice work, sir!
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 is awarded 500 N-GAGE points. The Awards continue throughout 2022. Senior staff are invited to nominate deserving team members through the Dealer Ambassador portal via N-GAGE.