4: Meet and greet
Swansway Crewe Audi employs a car park meeter-greeter whose sole job is to welcome customers to the centre, take them to their personal service adviser and keep them dry if it’s raining.
Esther Sellers, a service adviser at the dealership, took this a step further: “I pre-call customers the day before their appointment to check if they have specific things they need checking, on that call I also ask them whether they prefer tea or coffee and how they take it.
“People absolutely love the fact we’ve taken the time to find out what they like.”
The group sees the £15,000-£18,000 cost of a meeter-greeter as a viable investment as customers love to be treated as guests. Customers confirm that they genuinely appreciate this level of service and it is recognised as best practice across the group.
The positivity created has been recognised through Judge Service online reviews and social media comments. The role has been so successful that it is being rolled out across other dealerships.