‘PEOPLE-BEFORE-PROFIT’ ETHOS WINS EVEN MORE AWARDS FOR LUSCOMBE SUZUKI AND MITSUBISHI IN LEEDS!
Says MD Robin Luscombe, “Winning these awards really thrills me because it confirms that our unique “customer-first” culture which has been embraced by our entire team, has now been acknowledged as being the best in the business!! To be recognised as the best dealership in the UK is not only brilliant for the staff, but also gives customers trust and confidence.” “Well done and well deserved, it's so nice to buy a car with no hassles and everyone goes that extra mile to help you” KC
Luscombe’s have a very customer-focused customer service strategy – with the objective of exceeding customers’ expectations – and a commitment to doing what they say they do. Their strapline of ‘We won’t sell you a car but we will help you buy one’ reflects the no pressure environment at Luscombe Motors with ‘Straight Talking Sales Executives and Managers who come out of the office’. “ I cannot thank them enough for helping me to buy the car. I never felt as though I was on the end of a sales pitch” HC
The staff are empowered to treat customers as they would like to be treated themselves - contented customers and encourage customer retention. This strategy is what helped Luscombe’s win the ‘Excellence in Customer Service” award earlier this year at the Automotive Management AM Awards and the “Excellent Customer Service” Award by the West Yorkshire Trading Standards Motor Trade Partnership. “By far the best in everything you all do, brilliant team with an excellent boss :) Couldn't have gone to anyone more deserving than yourselves” KL
Luscombe’s believe that it is the little things which encourage customer loyalty – the way the teams are so friendly, recognise customers when they walk into the dealership, build friendships which builds trust and loyalty – their low turnover of staff means that customers see the same faces when they visit year after year - “The thing that hit me as soon as we walked into the showroom was the staff, they were the same faces who dealt with us three years ago” ; inclusion of MD Robin’s mobile telephone number and email address in all marketing makes a clear statement to staff and customers that he is hands-on and happy to help.
Luscombe’s customer reviews on Facebook, Google and Auto Trader, have a constant thread running through them of ‘no pressure’, ‘not like other dealerships’ and ‘made to feel so welcome’ and have had a massive impact on the Luscombe business and customers are now commenting and buying cars on the strength of their reviews.
Pictured from left to right: Clair Ashwood, PFI, Franchised Dealership Excellence Award Sponsor, David Taylor, Luscombe’s Leeds Finance Director, Stephen Whitton, Host/MC for the evening