Three Nissan dealerships have won praise for their efforts to deliver first-class customer service in a new ‘Dealership Ambassadors’ programme run by the manufacturer.
The trio of businesses achieved recognition for Q3 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 Q3’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 proudly displayed in the showroom.
So it’s ‘bon appetit’ to the three businesses listed below – and congratulations to all concerned.
Yeomans, Bognor Regis
Our first ‘Dealership Ambassadors of the Quarter’ winner is Yeomans Nissan, Bognor Regis, West Sussex, where the service advisors in particular have been working exceptionally hard during a period in which there have been some quite significant changes to the team line-up.
Customer comments from survey responses are consistently positive, with many people thanking Service Manager Peter Spicer and his colleagues for providing fantastic levels of care and attention.
The team recently recorded a Q3 P4 QVOC Aftersales Score of 90.8% – something they should all be incredibly proud of. One customer reported: ‘‘We experienced a slight issue which was overcome by the proactiveness and customer focus of Peter Spicer. The excellent aftersales service we received turned our frowns into smiles and persuaded us to become repeat customers.’’
Specialist Cars, Aberdeen
Our second winner is Specialist Cars of Aberdeen, where the team have made huge strides in delivering quality customer service to everyone who interacts with the dealership.
The business’s QVOC-A Score was in the lower quartile in June last year but is now above target! This progress has been achieved thanks to the rollout of a robust action plan which involves a firm focus on process for all aspects of aftersales, but most specifically quality of work, returns reduction, and effective follow-up practices from a dedicated team of technicians, advisors and aftersales managers.
Additionally, the dealership has performed exceptionally well when it comes to supplying parts and accessories and has significantly over-performed vs target in every quarter in the financial year to date.
All the hard work has paid off! Specialist Cars’ aftersales scorecard position improved from 121st in April to 13th in November – a fantastic result!
Marshall Nissan Leicester
Marshall Nissan Leicester, our third dealership winner for Q3, is another business where the aftersales team have been playing a blinder lately. Despite absences among the team in November last year (because of Covid and family events), they managed to record an increased QVOC Aftersales score with everyone really coming together to treat customer service as the number one priority.
Not only this, but they stepped up to help NMGB when asked to assist with an RAC breakdown linked to another dealership.
It’s worth noting that all members of staff at Marshall Nissan Leicester have gone through a huge amount of change and upheaval – yet the dealership has gone from strength to strength.
Particular mentions must go to General Manager David Crooks, who has been a driving force, whilst Aftersales Manager Ian Neal has been cool, calm and collected at all times while tackling a wide range of tasks.
Gail (front of house) has become nothing less than a QVOC champion, making sure that as many customers as possible fill in the survey while not feeling under pressure to do so. Her efforts have resulted in a hugely impressive response rate. Well done everyone!