|Listers Group aftersales director Quentin Nicholls, centre, with Sophie Raworth and Continental’s Dave Croston|
Listers Group is a family-owned business with more than 40 dealers retailing 14 different brands. Its simple philosophy, firmly centred around customer care and satisfaction, has served them well in more than 30 years of trading.
As participants in the Volkswagen tyre programme, Listers Group works closely with vehicle manufacturer partners, Micheldever Tyres and tyre manufacturers.
|Tyre Retailer of the Year|
Tyres have become, in the three years Listers has been part of the VW tyre programme, an integral part of the business.
While sensitive about making public too much about the business, the group has clearly ensured there is a top-down focus. This applies not just to the financial opportunities presented, but, just as importantly, to the opportunities tyres provide to engage with customers across the group week-in, week-out.
Tyres are used as an opportunity to talk to customers on an on-going basis. Listers knows that a missed opportunity will be seized upon by the independent tyre retailers.
The group has specialists at each site to ensure expertise among the staff and ensure they understand the different sales proposition tyres present.
Volkswagen said Lister was among the most engaged dealers in its tyre programme, being in the unusual position of growing its business in a relatively stagnant market, where the downward pressure from budget tyre brands is growing at an alarming rate.
Employee education, including tyre training, is an important element to ensuring the customer experience is relaxed, enjoyable and welcoming, where customers can feel part of Listers’ ‘extended family’.
Also shortlisted: Cambridge Garages; Western Volkswagen
Previous winners: Arnold Clark Automobiles (2012); Arnold Clark Automobiles (2013)
Category sponsored by Continental.