Why Beechwood (Derby) was Best In Customer Service winner at the 2024 AM Awards

The 2024 AM Award for Best In Customer Service, sponsored by LTK, was won by Suzuki and Mazda dealer Beechwood (Derby).

Beechwood is a family-owned business with more than 55 years of history that builds on the customer-first philosophy developed by its founder Mike Wood.

That founding philosophy features a high level of personal engagement with customers.

Complaints are personally addressed by directors, with a goal of turning detractors into promoters of the business.

Beechwood’s customer service strategy centres on believing that every customer must feel valued and given a service that exceeds their expectations.

This involves interacting with customers across various platforms, which could include in-person service, online interaction or through phone calls.

A high level of engagement means customers’ needs and preferences are well understood which allows Beechwood to tailor its services to each individual, thereby enhancing the overall customer experience and satisfaction.

Moreover, it believes that excellent customer service doesn’t end with the sale, but thrives by building long-term relationships with its customers, providing ongoing support and service.

Beechwood offered AM judges several compelling success stories that highlight its commitment to excellent service and customer satisfaction.

First, it demonstrated its bravery and willingness to improve by accepting external advice which suggested that it should make significant changes in its front of house and back office. These changes not only led to improved customer service, but also increased productivity.

See the rest of the AM Awards photos and winners here

Furthermore, Beechwood flagged up the value of its long-term employee commitment.

With a team of 35 and an average service length of 12 years, some of its team members have been with the business since 1986. This has undoubtedly contributed to the consistency and quality of the service it offers.

Its investment in excelling in customer service and its success in creating a unique blend of traditional values and modern customer-focussed strategies has paid off.

Those efforts have naturally translated into admirable customer retention rates, exceptional service ratings across platforms, and recognition as the No 1 Dealer in the UK for Mazda after topping the carmaker’s annual Dealer League rankings.

Beechwood’s dedication to its customers and its continuous efforts to improve the services it offers makes it a worthy winner of this year’s AM Award for Customer Service.

Finalists:

• Beechwood (Derby)
• Jardine Jaguar Land Rover (Wolverhampton)
• John Roe Group     
• Mantles Kia      
• Platinum Vehicles