In the latest of AM’s ‘8 Questions to…’ series, we chatted to W R Davies Motor Group’s DS Automobiles Stafford dealership concierge Dean Brown.
What are the main responsibilities of your role?
As DS concierge, my main responsibilities involve me educating, inspiring and guiding clients through a customer-focused and personalised experience. One of the main focuses is building strong relationships with customers and becoming a dedicated point of contact for both sales and aftersales support. Alongside this, taking pride in all my work and maintaining ownership throughout the customer journey at every touchpoint.
What are the most significant challenges in your field of work?
I believe one of the on-going challenges we face is to raise the awareness and profile of the brand. As the range continues to broaden with the introduction of the highly anticipated DS 9 and DS 4 models, it is imperative we continue to promote the brand’s story and heritage. Electrification is also often a concern for many customers when considering taking their first step into this market. Purchasing methods also continue to evolve, with customers needs changing, they demand flexibility as typical car ownership needs evolve and more flexible leasing options are explored.
How might these challenges be overcome?
To help bridge the gap between towns with dealer representation and drive times, we are forthcoming with our flexibility and will often offer to showcase a prospective client a DS model at their place of work or at home. To support aftersales, we utilise our DS Valet service. Through enhancing our customer’s experience in this way, we often win recognition. Thanks to our E-Tense range, alternative fuel and electrification is already generating a lot of interest in the brand from all sales channels. As people take their first step into electrification, it is imperative that my expertise overcomes any concerns they might have. Thanks to the support from the DS Automobiles Academy, my knowledge is strong and I feel confident when presenting the E-Tense models as a potential powertrain. With the recent powertrain introduction of DS Plus, DS Automobiles has already recognised the need to be flexible for their customers requirements. We are now able to use DS Rent in line with these changes. We will work together to evolve and stay at the forefront of customer buying trends.
What attracted you to this area of expertise?
After many years in a customer-focused environment outside of the automotive industry, coupled with a passion for the automotive industry and a desire to overachieve on my own personal objectives I sought a career in automotive sales, where I could establish myself in a forward-thinking and innovative brand. Having seen the opportunity advertised locally, I knew that I would be suited for the role as it presented me with an opportunity to encompass all of my key drivers.
What’s the most important thing you’ve learned in your career and how have you made use of it?
You get what you give. This is not only one of the most important things I’ve learnt in my career but also one of the first. It is one of my core values in everything I do. I treat every single customer/colleague with the most care and respect, no matter how they treat me in return. I devote excessive hard work and apply a positive attitude to always succeed and over-perform compared to what is expected from me. My role as DS concierge has enabled me to implement this ethos into the dealership by going the extra mile for clients at all times. As a result, we are able to retain our loyal customers and also gain new prospects based upon solid reputation.
What drives you?
Surrounding myself with winners drives me to push harder to be better in all aspects of my work and personal life. This also allows me to be a positive role model to my family and friends.
What’s your favourite app?
Zap-Map. Especially when I’m in rural areas where rapid chargers are less commonly found. I like the ability to filter out all the slow chargers and prevent me adding unnecessary time to my travels.
How do you relax?
I relax by taking time out alone to explore outdoor spaces while listening to my favourite music.