Nissan has revealed the names of its ‘Dealership Ambassador of the Quarter’ award winners for quarter four of the current business year. Also winning recognition are the three individual ‘Dealer Ambassadors’ for the same period.
The incentive scheme places the focus squarely on the delivery of first-class customer service. All six winners were lauded for going above and beyond the call of duty to care for their customers and should be very proud of their achievements.
Dealership Ambassadors of the Quarter
J. Edgar & Son
The team at J. Edgar and Son in Rowrah, Cumbria, have always been strong performers in terms of their customer quality score. However, in recent weeks, they have excelled themselves!
Members of the service management team have embraced key focus areas such as Fix Right First Time, and they have taken every opportunity to improve their score still further.
Service manager John Brack, although highly experienced, is always open to new ideas and suggestions, and every member of staff is keen to improve, regardless of how small the opportunity may be.
Two specific examples of this are accessory sales, with a strong focus on pack promotion, and EVHC process and upsell. The team have also performed particularly well on Bumper.
Their scorecard performance is consistently in the top half of the network, and more often than not in the top 20 dealers! The whole Team at J. Edgar & Son are a pleasure to work with and they are all thoroughly deserving of the Dealership of the Quarter award.
Yeomans Bognor Regis
‘‘Polite, welcoming and professional’’ – just three of the words used to describe the team at Yeomans Nissan Bognor Regis.
The dealership consistently achieves fantastic QVOC-A results and positive, detailed survey feedback. Having faced a number of challenges with staffing during quarter four, a QVOC-A score of 92.3 per cent is a fantastic achievement and something to be very proud of.
Their customers certainly appreciate everything the team do in terms of the service they provide! One said: “The dealership team were fully professional and helpful at all times. They do not need any improvement. Staff were fully attentive and customer-focused.”
Another simply said: “Excellent service. Your team is always helpful.’’ And a third satisfied customer said: “The car was collected from my home at the time specified – excellent service, I think!”
Lookers Chester are a great example of a dealership where the team has worked exceptionally hard to improve the levels of customer service provided. It hasn’t necessarily been easy, but thanks to the dedication and commitment of Dan Mann, Dealer Principal, and Claire Andrews, Aftersales Manager, success has been achieved.
We were told the team has faced more than their fair share of challenges such as Covid, recruitment issues and the re-development of the site, but never lost sight of the long-term goal.
Hand in hand with improved levels of customer service has been an increase in profitability – so a double triumph for the team. The culture of the business has been totally transformed, staff are feeling proud of their achievements, and they are pleased to say they work for Lookers Nissan Chester. Well done everyone!
Dealer Ambassadors of the Quarter
Melanie Hayes of Bristol Street Motors Ilkeston is our first Dealer Ambassador for quarter four. Melanie displays a consistent can-do attitude and shows determination every day to deliver great service to all customers.
She has willingly helped in a number of different job roles to cover sickness and holidays and even assists with driving duties on occasion. In addition, Melanie has excelled in upselling service products and Nissan Good-to-Go packages.
Not surprisingly, Melanie (and her colleagues) receive plenty of positive feedback. One customer praised the ‘‘excellent customer service from the team at Nissan Ilkeston,’’ adding: ‘‘All the staff have excellent customer service skills.’’
Melanie was singled out for ‘‘ringing customers before their appointments to make them aware of everything that is going to happen’’.
Yeomans Aldershot has had a fantastic CVA result in the the first quarter of 2023 – and Chloe Treagus, a Motability service specialist, deserves much of the credit!
Chloe is well-known for delivering excellent service to her customers. They always ask for her and many say how fantastic she is to deal with. We were told Chloe is a true star and that the Hampshire dealership is lucky to have her.
Tributes are paid to Chloe in many reviews. One customer said: ‘‘Everything was perfect. Chloe dealt with my repair – she is an asset to the company.’’ Another said: ‘‘Brilliant service, thanks Chloe.’’
Our third and final Dealer Ambassador is Owen Lloyd, who has been nominated because of the way he helped a Motability customer who was having issues with another manufacturer. To make matters worse, the customer was suffering from cancer.
Owen helped the customer hand back her troublesome car to the dealership she bought it from – and she was then able to order a new Nissan Qashqai.
After matters had been resolved, the customer said: ‘‘Glyn Hopkin Nissan Watford couldn’t have done more for me. They were ALL wonderful. I am a cancer patient and going though a very difficult time. I am so touched with the care and commitment shown to me. A big thank you – definitely an example of true customer service!’’
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 2023 with a revised points allocation. Please see the N-Gage page for more information.
We will continue rewarding team members every quarter, so please submit your P2/Q1 Dealer Ambassador of the Quarter nominations via N-Gage by close of business, Friday July 7th.