100% Service at Westover Jaguar
IT’S OFFICIAL - 100% SERVICE AT WESTOVER JAGUAR
Grant Brackpool at Westover Jaguar in Poole has achieved full marks in a Jaguar spot check designed to monitor the showroom’s service levels.
Each member of Westover Jaguar’s showroom staff receives at least four telephone and email ‘mystery shop’ enquiries a year. They also receive a personal visit from a mystery-shopper each quarter to ensure that the manufacturer’s exacting service standards are being maintained.
“The secret ‘face to face’ check, carried out by a representative of Jaguar’s headquarters, is definitely the most daunting for the team,” says Neal Clark, Westover Jaguar Sales Manager.
During the visit, the assessor acts exactly as a customer would, asking a wide variety of questions, and taking an accompanied test drive. They then review how positively they were treated and how capably their enquiries were handled. They also monitor the level of knowledge each employee has about Jaguar’s vehicles and financial services, as well as their general demeanor, their enthusiasm and their politeness.
Each individual must reach a minimum standard of more than 80 per cent. However, to reach 100 per cent is a rare occurrence.
“This is a well-deserved acknowledgment of the excellent work Grant does in the dealership,” adds Neal. “He’s a loyal and valued member of the team here and we are thrilled that his efforts have been singled out for commendation by Jaguar in this way.”
“Our team regularly achieves full marks in the phone or email checks, but it’s no easy task to achieve a perfect score in the physical mystery shop, when each and every word and body movement is scrutinized via a secret video camera. Across the Westover Group we are constantly working to ensure that we deliver the highest possible customer service levels, so it’s very rewarding to have such positive feedback.”
Grant has worked at Westover Jaguar since October 2002. He reports that his best-selling model is the XF, recently named What Car? Executive Car of the Year for 2011 and available for just over £30,000.
