The organization, which provides affordable motoring to 420,000 disabled people, wants to ensure that its customers receive a consistent level of care and comprehensive support.
During the past few weeks, it has held a series of seminars across the country to inform Motability specialists of the latest and upcoming developments. These include an e-signature system, which now removes all paperwork from the car handover process. Other standards require dealers to have internet access for online applications, efficient service and MoT booking facilities, a complaint handling process and provide additional work to support disabled customers’ needs.
In addition, Motability requires all customer-facing staff to be “disability confident” and to be able to give customers comprehensive explanations of controls, features and car equipment at handover. Sales staff are also required to introduce the Motability customer to their aftersales team.
Bob Grant, managing director of Motability participant Dagenham Motors, says the requirements make good business sense, and his Ford outlets will be promoting the changes with a series of Motability open days.
Grant adds: “The higher standards in customer care, particularly aftersales, are allowing dealerships to drive changes within their own businesses. With the burdens of the application and renewal process gone, getting a car on the Motability scheme couldn’t be simpler.”