Nissan has revealed the names of its Dealer and Dealership Ambassadors for Q3 of the current financial year. The incentive scheme places the focus squarely on the delivery of first-class customer service.
Once again, 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
Bristol Street Motors, Stockton
Bristol Street Motors in Stockton-on-Tees has been operational for just over a year now, and despite facing the challenges experienced during the launch of any new venture, the team have worked hard to deliver excellent levels of customer service.
While recruitment was ongoing in the Aftersales department in the early days, Service Advisor Charmaine MacDonald ran the operation with the support of General Manager Lee Stewart.
The search was also on for a Parts Manager so Charmaine and Lee deserve a huge amount of credit for keeping everything running smoothly.
Oliver Aithwaite was appointed Service Manager in May 2024, and, although new to the Nissan brand, was quick to engage with the best-practice processes that deliver exceptional levels of service and the best possible results.
In addition, there has been plenty of positive feedback regarding the helpfulness and professionalism of staff and the great experiences that customers have received. Good work, everyone!
Alexanders, York
The team at Alexanders in York are well-known for consistently delivering a fantastic customer experience to everyone who visits the busy dealership in York Business Park.
Incredibly, the team maintained a perfect 5* QVOC score across the whole of 2024. Customers love every part of their experience at the dealership, with one commenting: ‘‘I enjoyed beyond exceptional service at Alexanders York when visiting to test drive, and it continued right through to the handover of my new car. Thank you so much.’’
Another customer said: ‘‘We only came in to look. But Tom Edwards, the Used Car Sales Manager, was so helpful, we ended up buying a car. He was so good!’’
Barnard & Brough, Haywards Heath
The team at Barnard & Brough had a fantastic quarter for QVOC-S, landing on a well-deserved average of five stars.
Customers felt that their buying process at the dealership was simple and effortless. The sales team pride themselves on going the extra mile to explain the sales process clearly and fully answer any customer queries.
Sales Manager Nicola Whitchurch has built a culture of not applying too much pressure to people looking for a new car. Again, this has been mirrored in feedback from customers.
In P4, Barnard & Brough achieved the highest-scoring mystery shop in their zone (94.2 per cent).
The dealership also provided a great example of how to properly qualify a customer and tailor a product presentation to their needs. George Coomber, the member of staff cited in the case study, received an impressive behavioural measurement score of 90 per cent. Nice one!
Dealer Ambassadors of the Quarter
Jenny Parry, Bristol Street Motors Derby
Service Advisor Jenny Parry was nominated for an Ambassador Award because of the consistently excellent customer service she delivers.
Jenny joined Bristol Street Motors Derby three years ago when the role of Service Advisor and the Nissan brand were both new to her. Since then, she has excelled in the role using her polite manner and friendly nature to help deliver an excellent level of service to all customers.
The dealership has ranked above the national average for customer satisfaction for several years now and Jenny has played a huge role in helping achieve this. Jenny really cares about her customers and works hard to resolve any issues. This really shows in the feedback she gets, with one visitor to the dealership praising her ‘‘outstanding work’’.
Leigh Gammon, Wessex Garages Newport
Leigh Gammon, Customer Services Manager at Wessex Garages Newport, was described as dedicated, up-beat and totally professional in his approach to looking after customers. He was also praised for mentoring two young Service Advisors, sharing his knowledge and expertise, and helping them develop their careers as well as a love for all things Nissan.
We were told Leigh deserves recognition as he truly is an ambassador for the brand, and the customers enjoy his assistance and rapport. Leigh has nominated his Service Advisors in the past but hasn’t had much recognition himself. Well, take a bow Leigh, it’s your time to shine!
Angel Webb, Bristol Street Motors Derby
Angel Webb has been described as an ‘‘exceptional’’ Sales Executive at Bristol Street Motors Derby.
She consistently demonstrates a commitment to delivering 100 per cent customer satisfaction, making her a shining example of excellence.
Angel’s approach to customer service is truly inspiring. She regularly goes above and beyond the call of duty to ensure that every customer feels valued, informed and supported.
One particular customer said Angel had been extremely helpful regarding the acquisition of a Motability car. The customer was only familiar with manual vehicles, so Angel explained everything involved in driving an automatic and gave the customer the chance to go on a test-drive accompanied by their family.
The customer said: ‘‘Angel kept in touch with me regarding progress with the car and I was impressed to receive it in less than two weeks. A couple of days later, Angel rang to see how I was getting on and asked if I had any questions. I had an excellent experience from start to finish.”
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 2025. Please see the N-GAGE page for more information.