Luscombe Motors has a clear message for its customers: “We won’t sell you a car, we’ll help you buy one.”
Customer experience is paramount at the privately owned Mitsubishi and Suzuki dealership. To ensure it exceeds expectations, a team of management and staff from both sales and aftersales departments meet every two weeks to review processes, discuss any issues that may have arisen and implement new procedures.
Every customer who visits the dealership receives a follow-up telephone call from the relevant department and an email from managing director Robin Luscombe to make sure they are fully satisfied.
“If we have made a mistake and failed to offer the level of service we should have, it is quite straightforward – we messed up, we put it right,” stated Luscombe in the awards entry.
Customer service is a top priority as the business believes its customer service and the way it promotes it is better at generating new business than using traditional sales techniques.
The dealership relies on posts and reviews on social media sites, Google and Auto Trader to give prospective customers the confidence and motivation to visit the showroom. A lot of business comes from the friends and family of existing customers.
In the showroom, sales staff are trained, coached, empowered and trusted to sell cars with all the support needed to deliver the very best customer experience.
The business is not rigid in sticking to rules and can, within reason, bend them to suit the customer. According to the business, this ethos means customers quickly become friends and the dealership encourages them to call in for a coffee while their car is checked over by technicians.