The top-performing Nissan dealerships and individual members of staff for Q1 have won praise for going above and beyond the call of duty to deliver consistently excellent levels of customer care.
The recently relaunched Dealer and Dealership Ambassador incentive scheme places the focus squarely on the delivery of first-class customer service.
All six winners should be incredibly proud of their achievements.
Paul Davis, Service Advisor, Barnstaple Motors
Our first winner is Paul Davis, a service advisor at Barnstaple Motors, who has been described as ‘‘an outstanding member of the team’’.
In recent weeks, Paul has received a number of glowing reports from customers and has been mentioned several times in verbatim on the QVOC website.
As an example of the great feedback Paul receives, one customer commented: ‘‘Paul was excellent [and provided] first-class service. The dealership exceeded expectations. Paul was extremely helpful, courteous and thorough.’’
In addition, we were told: ‘‘Paul is a highly valued member of the team and has been doing a phenomenal job with our clients.
‘‘Nothing is too much trouble for him. As long as the client is looked after with an 11-out-of-10 experience, he is happy. If that means going out of his way, he will do it!
‘‘He brings a lot to his colleagues – mostly with his positive energy – and he is excellent in terms of gaining the trust of our clients – even those who may have an issue which is causing them stress! I cannot think of anybody who deserves this award more than Paul!’’
Adam Coley, Service Advisor, Hendy Nissan Bournemouth
Our second winner for Q1 is Adam Coley, a member of staff at Hendy Nissan Bournemouth who is described as ‘‘very attentive and professional’’.
One nice tribute received from a customer recently read: ‘‘For the first time I felt my experience was not crowded or rushed and was more personal. Thank you Adam and Nissan. The service was impeccable and not in need of improvement.
The praise keeps coming for Adam! Other customers described him as ‘‘very helpful’’, ‘‘excellent’’ and ‘‘absolutely brilliant’’. One comment read: ‘‘I’d be happy to have him as part of my team any day. (I’m in retail sales myself.)’’
Will Allen, Hurst Nissan, County Down
On to our third winner and the prize goes to Will Allen, a Sales Consultant at Hurst Nissan, County Down. There’s no doubt Will deserves to be singled out as a Dealer Ambassador!
We were told: ‘‘Will has been a huge influence since joining us a year ago. He consistently makes his customers feel welcome and keeps them up-to-date throughout the buying journey. Our dealer reviews often mention Will as the ‘their car guy’ for the future.’’
One customer commented: ‘‘I had the best experience when I went to the Newtownards showroom. Will and [colleague] Mat greeted us, allowed us time and space to look, and were on hand for all our questions. We decided there and then to purchase a car and Will became our person there.
‘‘He was super-professional, knowledgeable, friendly and nothing was too much trouble. He kept us informed at all times.
‘‘My husband was with me when I was choosing my car and I appreciated that Will understood it was ME that was buying the car. Great service and great cars! I’m a super-happy customer!”
As well as recognising high-performing individuals working within the Nissan UK dealer network, the Nissan Dealership Ambassador scheme honours dealerships who have been excelling at what they do and providing true customer delight.
Q1 Dealership Ambassadors of the Quarter Winners
Yeomans Nissan Worthing
The first Dealership Ambassador for Q1 is Yeomans Nissan Worthing, where the whole team have been working hard to deliver exceptional customer experiences.
Sales Performance Manager Harry Whittingham said: ‘‘I have only worked with the site since April, but I’ve been really impressed with the robust and thorough quality processes in place.
‘‘Whilst reviewing the verbatim and survey responses, the first thing that’s clear is the number of individual comments about the quality of the sales executives who are often mentioned by name.
‘‘This shows the quality of service for customers is personal, and a real rapport is built with the customer throughout the buying journey.’’
Lucy Marsh, Aftersales Performance Manager, added: “Yeomans Worthing are a fantastic dealer who consistently offer an exceptionally strong customer experience.
“Reviewing the Customer Verbatim is always a pleasure, with service being described as ‘first class’ and ‘outstanding’. The team should be proud of their achievements, their exceptional scores and fantastic customer feedback.”
Barnetts Nissan Dundee
The second Dealership Ambassador for Q1 is Barnetts Nissan Dundee, where again, the focus is very much on delighting customers. Stuart Hogarth, Aftersales Performance Manager, said: ‘‘Barnetts have shown significant improvement recently, most specifically with Customer Quality performance.’’
Additionally, their Retail Retention has improved throughout FY21 and as of May 2022 they were above the national average with a strong focus on service plan sales, EVHC conversion and retention strategies.
West Way Nissan Mill Hill
The third Dealership Ambassador for Q1 is West Way Nissan Mill Hill – where the team put every effort in to make sure their customers are happy.
Aftersales Performance Manager Lucy Marsh praised their exceptional hard work and constant focus on customer quality.
She added: ‘‘Rab, Zach, Vish and the team at West Way Mill Hill have worked very hard on process on site, fully engaged in Aftersales Reviews, Director Reviews and the DAC process, and we are now consistently seeing fantastic CVA scores coming through.’’
Lucy said the dealership’s improvement can be attributed to the team’s consistent hard work and effort. And she said that over the past three months, customers had described the levels of service they had received as ‘excellent’, ‘perfect’ and ‘outstanding’.
The Dealer Ambassador Awards are open to everyone working 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.