Eurovans Eastbourne had a fantastic 2016, winning Silver in the Overall Top Performer award, the Top Used Performer award, and the Q4 Overall Top Performer awards run by Volkswagen Commercial Vehicles nationally. This brought in a massive haul of £400 for each and every member of their staff. We asked a few members of their team what this meant for them:
Head of Business, Robin Day, told us of the turn around that had taken place during the year:
With Eurovans Eastbourne winning the Overall Used award, this is clearly an area they do very well, so we asked Robin to elaborate on their strategy in this area too.
Head of Business Robin emphasised the importance he puts on knowing what his team are doing on the front line, and ensuring that he doesn’t become detached from the ever changing needs of his customers:
“I like to pick up the odd phone call each day and talk to our customers, it’s the best way to really know what’s happening at your dealership, otherwise it becomes very easy to lose touch with what’s really going on.”
Robin also told us that he liked to write a personalised letter to every customer that visits the centre, whether they purchase or not. This was just to thank them for coming by and to let them know that they were glad to see them and that they’re welcome back any time, even if it’s just for a cup of tea.
“This approach really helps build the ethos we aspire to meet in the JCB group, of a welcoming and comfortable environment for our customers that ensures they really feel like a valued member of the Volkswagen Commercial Vehicles network”
Customer satisfaction is key to the success of any dealership, and because of this we were very keen to talk to Customer Champion Tom Paddock, the very first qualified After Sales Manager of the Volkswagen Commercial Vehicles network.
“Customer satisfaction is at the heart of our dealership. We try and build an ethos of inclusion in the team, with the Service and Sales team working quite literally side by side. This is something we believe really contributes to the fantastic team spirit we’re lucky to have here at Eurovans Eastbourne."
Well done to the whole team at Eurovans Eastbourne!