Jennings Motor Group announces increase in ‘aftersales’ turnover
Posted on 20 Aug 2008
As the ‘credit crunch’ continues to generate uncertainty and affect consumer confidence across the region, Jennings Motor Group is delighted to announce a substantial increase in turnover across its aftersales operations.
As one of the longest established main Ford dealers in the UK, Jennings is also the largest, independent, privately-owned Ford dealer in the North East of England.
Currently operating five Ford branches at Sunderland, Gateshead, South Shields, Stockton, Middlesbrough with a service department in operation at Washington, Jennings also has two Mazda dealerships based at Sunderland and Middlesbrough and a SEAT dealership which is situated in Middlesbrough.
In 2007, turnover for the group’s aftersales departments, which comprises service, bodyshop and parts, hit a record £19.6m. This was as a result of 88,493 jobs being processed through the workshop and bodyshop departments across the group. In total 72,715 services were carried out on customer’s cars, 8000 MOT tests took place and 7778 vehicles were repaired within the group’s four accident repair centres.
The Group is delighted to announce that the first four months of 2008 has proved to be even more successful with a substantial increase in turnover of 12%, compared to the same months at the beginning of last year.
As a result of the increase, the turnover figure for aftersales during 2008 is expected to exceed the £20m mark.
Nicky Dalkin, operations director is delighted with the results and puts the aftersales success down to a number of facts;
“These are incredible and extremely encouraging results not only for 2007, but also for the first four months of this year.”
“The Group’s internal monthly league incentive programme, high standards of customer care and quality of workmanship combined with staff and customer loyalty have all contributed towards the recent on-going success.”
“Whilst various internal incentive programmes have been implemented across the Group’s service, parts and bodyshop departments which have been phenomenally successful, hugely welcomed by staff and contributed towards outstanding results, the level of customer service and quality of workmanship has continued to be of an extremely high standard and resulted in customer loyalty.”
“The incentive programmes, which are assessed on a monthly basis, were put in place to ensure company objectives are consistently met, in addition to being a way in which staff could be rewarded for their hard work, dedication and continuous commitment to quality and customer care.”
Customer service also plays a significant role in the Group’s aftersales success. As a result of exceeding all levels of customer satisfaction throughout 2007, service departments at the Group’s Sunderland and Stockton dealerships achieved Ford’s most prestigious award for customer service, ‘The Chairman’s Award’.
The group has won the award 13 times over the past 15 years.
Nicky added; “We’re absolutely delighted to have been presented with ‘The Chairman’s Award’, which is a true testimony to our staff who are committed to providing the highest possible standards of customer service at all times.”
A fleet of 122 courtesy cars are also available to customers when their vehicles are in for service or repairs and 12 courtesy vans are available for business users. In addition to this, 15 parts delivery vans are on the roads 6 days a week, ensuring essential parts are delivered to the Group’s various branches and trade outlets in order for work to be carried out efficiently and on time for the customer.
But the overall success isn’t just down to outstanding customer service, a high quality of workmanship and the internal incentive programmes,
Nicky went on to say; “We are also fortunate to have both a loyal workforce and customer database, which not only sets us apart from our competitors, but it is also imperative towards the success of the business.”
With on-going investment programmes currently in place across the group, Nicky Dalkin can look to the future with confidence,
“Over the years we have invested heavily in technology and machinery within our workshops and bodyshops across the region. We will continue our commitment to this investment in order to consistently deliver the highest possible service and quality of workmanship to our customers.”
Jennings has been repairing vehicles since 1917, when it became one of the first Ford approved dealers in the country.
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