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Peter Vardy hires customers to advise on service standards

AM award winning dealer group Peter Vardy is hiring customers as business advisors for its six Scottish dealerships.

The group has created dealership governors’ advisory panels to advise its management board on how they can improve customer service and retention.

Group chief executive officer Peter Vardy said: “It’s important for the motor trade to better connect with customers, build greater trust and make them more confident we will support them long after we have sold them their vehicle.

“The best way to achieve this is by involving them, tapping into their views and using their feedback to bridge the gap between the service they want and what they ultimately get.

“While we have always encouraged customer feedback since the launch of the business in 2006, we wanted to better structure this process and ensure we have a regular channel to involve them directly in the business and use their insight to further improve the service we offer.”

The panels will include customers from Peter Vardy’s dealerships in Edinburgh (BMW and Mini), Motherwell (Vauxhall and Chevrolet), Kirkcaldy (Vauxhall) and Perth (Vauxhall).

They will attend bi-annual meetings at the dealerships to report on customer service standards. They will also act as a research group for Peter Vardy on changes to customer service. 

In return panel members will receive benefits, including discounted vehicle servicing.

* A video interview with Peter Vardy at the AM Awards, where he talks about the challenges in the year ahead, will appear in our March ezine available later this week. To sign up for AMe send an email to am@bauermedia.co.uk with 'AMe please' in the subject field. 

 


 

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Comments

  • Derek Clark - 30/12/2014 20:03

    Customer service training and lessons in the importance of communication between dealership staff front and back of house is badly needed at seafield edinburgh mini

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