8 Questions To... Spencer Clayton-Jones of Nissan

Spencer Clayton-Jones, director of network development and customer quality at Nissan GB, was the latest subject of AM's regular '8 Questions To' feature.

In network development our primary focus is on delivering a profitable dealer network that provides the best experience and accessibility to our customers.  We are also rolling out a new corporate identity which brings a fresh and contemporary feel to our showrooms and this has coincided with the launch of a number of important new models. Our customer quality and customer services teams are there to ensure that we deliver a great customer experience and the training to our near 4,000-strong network staff.

Labour costs and staff attrition continue to pose some of the greatest challenges.  To tackle this we significantly increased our training programmes last year to upskill and invest in our teams. This strategy is proving successful and is building greater business resilience. Testament to this is the transformation we have seen in customer quality over the past 18 months.