Crewe Audi’s service reception team has achieved double-digit percentage revenue and profit growth, thanks to its commitment to delivering the very best customer experience.
Aftersales manager John Oakley leads a team of four service advisers, an apprentice service adviser, a part-time service administrator and a car park host, who greets customers as they arrive.
Oakley’s team sees 30 customers for service and repair work in an average day, and it focuses not just on paperwork and invoicing, but also on selling red and amber work identified from vehicle health checks. It has also had considerable success selling service plans.
An emphasis on early customer engagement has led to a well-defined, slick process. This starts with a phone call the day before the appointment to check for any specific issues and to ask the customer what drink they would like on arrival.
On the day of the appointment, the car park host is equipped with registration numbers, customer names, booking details and which service adviser the customer has been allocated. This ensures the host can welcome each customer by name and guide them past reception to their service adviser and a waiting drink.
Customers who wish to wait are offered a free breakfast or lunch and shown to a lounge on a mezzanine floor equipped with Wi-Fi and a printer, should they need to work.
This dealership was ranked third of all Audi UK’s dealerships for Q Power, the brand’s balanced scorecard measuring sales, service and customer satisfaction.
Peter Vardy Porsche Aberdeen