Three more Nissan dealerships have won praise for their efforts to deliver first-class customer service in the company’s new ‘Dealership Ambassadors’ programme.
The trio of businesses achieved recognition for Q4 as part of a re-imagined incentive scheme that recognises teams and individuals who go above and beyond the call of duty right across Nissan’s UK dealership network.
You can read about Q4’s individual winners here.
In the dealership category, the NMGB Sales, Aftersales and Network Development & Customer Quality Directors were looking for first-class customer care across their operations. Each of the three successful dealership teams will be receiving a £500 restaurant voucher so they can enjoy a meal out together, along with a ‘Dealership Ambassadors of the Quarter’ poster to be displayed in the showroom.
Norton Way, Letchworth Garden City
Our first winner is Norton Way Nissan, Letchworth Garden City, where customers regularly describe the levels of service they receive as ‘perfect’.
Coming in for particular praise are members of the team in the service department, where all colleagues receive regular mentions when customers provide positive feedback.
This clearly shows that customer service is a key focus for everyone in the team – and what’s more, they are expert in turning negative experiences into positive ones, since there have been a number of breakdowns experienced by customers lately.
One happy motorist commented: “The service was stunningly good and has been since we bought the car. It was perfect.”
Lookers Nissan Newcastle
Our second winner is Lookers Nissan Newcastle. New car sales manager Mark Gurney and his team have worked consistently to maintain the order-take pace and build their future order bank. Much of their success has come from the business’s renewals performance.
The team have run many local eMaster campaigns to take early advantage of the additional equity customers have, putting them in a strong position to renew their vehicles earlier.
They also ran prospecting evenings during the quarter to make contact with customers. This is demonstrated by an R3M private share of 9.9 per cent versus a national average of 4.7 per cent.
Managing a large order bank of cars is not easy with current lead times, but Mark and the team have stepped up to the challenge, regularly reviewing the status of every order and following a contact process to keep customers in the loop. This is demonstrated by a P1 QVOC-S score of 98.6 from 130 survey returns!
Trenton Nissan Grimsby
Trenton Nissan Grimsby are enjoying tremendous success at the moment and completed the quarter with a QVOC-A score of 92.3. The dealership has fully embraced Nissan programmes of NSoE and NES, leading to a productive and efficient diary system, which has driven lead times down and increased both customer satisfaction and appointment scores (all whilst driving retail labour performance and delivering results above budget and target).
Further to this, the dealer has fully embraced quality control, returns analysis and the 60-second check to drive ‘fixed right first time’ (Q4 97.2) and ‘quality of work’ (87.4).
They’re a great team and very engaged with their customer base, scoring 89.0 on staff satisfaction – true network ambassadors!