A Nissan car dealership on the West coast of Scotland heads up the latest list of Dealer and Dealership Ambassadors announced by the manufacturer. Park’s Nissan Ayr features twice in the nominations for Q2 of the current financial year.
Once again, all 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.
Holdcroft Nissan Stoke-on-Trent
Our first Dealership of the Quarter is Holdcroft Nissan in Hanley, Stoke-on-Trent – so huge congratulations to everybody there! This accolade follows on from the dealership recently having won a quarterly award in their zone with their scorecard ranking fourth nationally.
Feedback from recent customer surveys has been very complimentary and members of the team have worked tirelessly over the last six months to enhance not only the quality of the customer experience but also the level of engagement with all scorecard KPIs.
A thorough review of the business has been undertaken, which has focused on the roles performed by members of the team; behind-the-scenes processes and protocols; and even the layout of the dealership. The changes made are now benefiting everyone, Nissan GB included of course. A great team effort, particularly in aftersales (service and parts).
Park’s Ayr
The inclusion of Park’s Nissan Ayr in the latest roll call of Dealership Ambassadors represents a fantastic effort by Service Manager Ross McNeillie and his team. Thanks to the addition of several new staff members (Ross included), and actions taken to ensure the smooth running of the dealership, their QVOC-A score score has climbed impressively to become one of the best in the network.
The dealership closed the quarter with a star score well into the top quartile, and an F1 performance in excess of 95%. The speed of improvement has been commendable, and the levels of service being provided are certainly worthy of recognition.
Customer feedback for the service team is glowingly positive with one advisor mentioned by name on more than one occasion. Keep reading to find out more! Again, a superb team effort and a well-deserved accolade for Park’s Nissan Ayr.
Ancaster Slough
The team at Ancaster Nissan Slough are working hard and morale is high.. Three new managers have been appointed and the sales executive complement is now complete at five. There has been one constant throughout 2024, and that has been the high level of customer service delivered.
General Manager Danny Molloy has worked hard to maintain an excellent company culture. The customer-centric and positive atmosphere created by Danny and the team is clear to see, and this has been reflected in their QVOC and mystery-shop results. For Q2 they achieved a score of 4.97 and their last two mystery-shop scores have been in excess of 90 per cent.
Dealer Ambassadors
Lauren Thomson, Park’s Ayr
Well done to Lauren Thomson, a hard-working service advisor at Park’s Nissan Ayr! We’ve heard that Lauren is flying high and receiving plenty of positive feedback from happy customers.
Lauren is really pushing on with QVOC too, finishing Q2 at 4.45 and currently 4.75 in Q3. It’s great to see valued team members making progress in their careers. Lauren’s inclusion in the Dealer Ambassadors list follows a mention for the wider team at Park’s Nissan Ayr earlier in this article!
Adil Raja, Lookers Leeds
Adil took on the role of Motability specialist at Lookers Nissan Leeds at the start of this year and has transformed the dealership’s customer satisfaction levels and EV order bank.
He actively promotes the changeover from ICE to EV with every customer he meets and took orders for five ARIYAs and one LEAF in June alone.
His customer feedback reports are described as ‘sensational’. One Motability customer said: ‘‘Adil matched our sensory requirements for autism outstandingly’’ and described him as ‘‘child-friendly, well-informed and highly professional’’.
The customer concluded: ‘‘We highly recommend Adil to other families considering Motability. Thank you so much for the quality of service provided and the amazing vehicle, too.’’
Josh Gibbs, Wessex Garages Cardiff
Our final Dealer Ambassador for Q2 is Josh Gibbs of Wessex Garages Nissan Cardiff. Josh won praise recently for being calm, empathetic and professional, and willing to assist a customer outside normal working hours.
When the customer experienced an issue, Josh did not hesitate to help and we were told that his ”quick-thinking and thorough follow-up actions’’ make him a worthy Dealer Ambassador. In addition to that great example of top-quality customer service, Josh has achieved his sales target – all with 5/5 CSI scores!
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 throughout 2024 and into 2025 with a revised points allocation. Please visit the N-GAGE website for more information.