Motor Trader The award-winning and longest running UK magazine for car retailing professionals. Your first stop for News, Jobs and Reports for the motor industry.
Lookers has launched an employee communications scheme to boost customer satisfaction and staff morale in its 70 dealerships.
The programme, which complements its established Customers for Life scheme, fosters staff engagement through regular meetings, surveys and more structured reviews.
“These goals will be achieved by creating an atmosphere for our teams which helps them naturally want to be even friendlier and more helpful with our customers,” said Paul Bentley, director of financial services and customer experience, who oversees the programme.
“The customer experience is the ultimate differentiator in the modern car retailing business and we are keen to make sure we deliver the best there is. This scheme puts that at its heart,” he added.
Lookers is using the acronym “NICER” for the programme, which stands for Nice, Informative, Caring, Enthusiastic and Responsive.
Employees are encouraged to provide regular and anonymous feedback on the progress of the scheme.
Lookers said it was confident the scheme will boost recruitment, training and staff retention.
“This scheme puts customers and staff at the heart of our future,” said Bentley.
Lookers is rated five in the Motor Trader Top 200 with annual turnover of £2.1bn.