Nissan has revealed the names of its Dealer and Dealership Ambassadors for the final quarter of fiscal year 2024. The incentive scheme places the focus squarely on the delivery of first-class customer service.
Once again, all six winners were praised for going above and beyond the call of duty to care for their customers and should be hugely proud of their achievements.
Dealership Ambassadors of the Quarter
Yeomans Nissan Eastbourne
Yeomans Nissan Eastbourne has been a top-performing site throughout the 2024 fiscal year. Colleagues at the business have received the Dealership of the Quarter Award twice so far, based on their scorecard performance.
However, the reason for this particular nomination goes far beyond their exceptional scorecard showing. Whenever senior Nissan managers are on site, it is a pleasure to hear front-of-house staff engage with customers – they are friendly and professional and consistently go above and beyond the call of duty.
Nothing ever seems to be too much trouble. Whatever the type of inquiry they are dealing with, everything is handled quickly and effectively.
The current score for the quarter recorded by Aftersales Manager Ian Fraser and his team is 4.87 / 98.1 per cent. This puts them at the very top of the network but that only tells half of the story. The verbatim behind the scores is testament to the consistent and relentless efforts of the team to deliver the very best customer service every day.
Crosby Park Nissan
Crosby Park Nissan have been committed to supporting the Merseyside area for Nissan Aftersales since the closure of Nissan Liverpool. During this time, the performance of the dealership has been consistently excellent.
Crosby Park Nissan performs at or close to the top of its zone month in, month out. The increased customer numbers currently being experienced are definitely on the high side, but the team take everything in their stride. Everyone deserves credit for remaining utterly professional whilst delivering industry-leading levels of customer care. This is reflected in the overwhelmingly positive customer feedback supplied.
Yeomans Nissan Aldershot
The team at Yeomans Nissan Aldershot have consistently achieved top-band QVOC over the last couple of quarters. This is all down to the robust processes that have put in place by their General Manager, Fabion Kaatz.
This has been reflected in recent customer verbatim with customers citing how easy and straightforward their purchase experiences have been.
Customers also highlight the relaxed and friendly atmosphere at the dealership. The team ensure that customers are kept up-to-date at every stage of their purchase or servicing journey. In addition, the robust sales process in place at Yeomans Nissan Aldershot has been reflected in their last two mystery shops, both scored at 89.9 per cent.
Dealer Ambassadors of the Quarter
Krystian Duda, Vertu Nissan Derby
A great example of customer care has earned Master Technician Krystian Duda an award in the Q4 list of Ambassadors. Krystian is described as a ‘‘very dedicated team member who really cares about Nissan, Vertu Nissan Derby and every single customer’’.
He regularly comes out of the workshop to get a better understanding of a particular fault, or will take the customer on a test-drive to experience the issue. This enables the vehicle to be repaired quickly and efficiently.
The great example of customer care concerns a motorist who was experiencing a fuel leak which had left a mark on a driveway. As well as fixing the leak, Krystian pressure-washed the drive himself!
Krystian’s nominator explained: ‘‘It would be great for Krystian to be named a Dealer Ambassador of the Quarter. His commitment to Nissan and our customers is outstanding and he always goes the extra mile without hesitation.’’
Emily Jarvis, Yeomans Nissan Aldershot
Emily Jarvis has been a rock in the Yeomans Nissan Aldershot service department recently and is always receiving positive comments from grateful customers.
Her name is frequently mentioned in feedback surveys for all the right reasons – she has great rapport with customers and they appreciate having a point of contact during and after their visits.
Emily has now completed all her relevant e-learning courses and is a certificated Nissan service advisor. She also continues to perform well in upselling products such as service plans and additional repairs, but does so in a very approachable and understanding way.
One customer said: ‘‘Emily was great. She was personable yet professional. I felt like she really cared.’’
Another added: ‘‘Emily was friendly and a joy to speak to,’’ while a third commented: ‘‘Special thanks to Emily for her helpful and friendly approach.’’
Karl Westley, Vertu Nissan Ilkeston
Karl Westley has now recorded more than 12 months of customer satisfaction a with perfect five out of five score! We were told that Karl is professional in all that he does. He provides great customer care and all the information necessary for a purchaser to make a considered and well-informed decision.
One customer recently said that meeting Karl had proved to be a refreshing change from interactions they had experienced at other dealerships.
The customer said: ‘‘He listened carefully and answered my initial questions, showing me around a vehicle I was interested in. Karl at no time hassled us and made himself available to answer all our questions. Buying a car is a huge expense and Karl appreciated this. Had he not shown patience and care, we would have quickly moved on.’’
Very well done to Karl and all our Dealer and Dealership Ambassadors for this quarter!
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 2025. Please see the N-GAGE page for more information.