The AM100 dealer group’s desire to “meet and exceed customer needs and expectations” has led to it trying to better set those expectations in sales and aftersales.
Fraser Cohen, the managing director of Glyn Hopkin, said: “In service, our pledge is, your car will be ready. If you haven’t made any contact with us by phone or email, you’ve trusted us. So if you turn up and for whatever reason your car isn’t ready, your next service is free.”
Cohen said that before the company introduced the pledge two years ago, it found half the calls it received each afternoon were from service customers wanting to be reassured that they could collect their car on time.
Login to continue reading
Or register with AM-online to keep up to date with the latest UK automotive retail industry news and insight.
An award-winning journalist and editor, with two decades of experience covering the motor retail industry, and accredited by the Institute of Leadership and Management (ILM) plus the National Council for the Training of Journalist (NCTJ)
As editor of AM since 2016, Tim is responsible for its media content, planning and production across AM's multiple channels, including the website, digital reports, webinars, social media and the editorial content of AM's events, Automotive Management Live and the AM Awards. His focus is on interviewing senior leaders of franchised dealer groups and motor manufacturer national sales companies to examine latest developments in UK motor retail.
Login to comment
Comments
No comments have been made yet.