The Dealer of the Year for Aftersales Support award recognises dealers that have demonstrated a clear commitment to the notion that a retailer’s job does not stop once a sale has been made and have acted to make their aftersales support among the best in the market.
We are delighted to announce that the 2018 shortlist includes the following dealers:
Abilitystore has brought in extra warranty for most of its products to ensure customers stay loyal. While most warranty issues require equipment to be brought back, the system still sees a dedicated member of staff visit the customer and provide the necessary services when there is an issue with a product. It strongly believes its role does not end once the product has been purchased and this attitude has kept customers returning. It recently launched a structured aftersales services programme which has contributed to 10% turnover growth for the business. The strategy also includes providing annual services to powered products.
Ranked as one Motability’s top dealers again in 2017, Parkgate places aftersales at the core of its business. An internal scoring system for engineers maximises efficiency while a newly-built dedicated call centre means the dealer can coordinate call-outs and servicing much more effectively. The business has stepped up its analytics of internal processes including warranty returns, where it calculates reliability rates on different brands of equipment. This means the dealer accurately knows which equipment is more likely to need repairing and can adjust and prepare its set-up pre-emptively. These initiatives have all built on a huge culture shift some years back which saw the company restructure aftersales.
Rural northern Scotland is not the easiest place to provide aftersales support. Long distances between customers and high demand given the extra stresses placed on equipment present significant challenges. But Moorings Mediquip has stepped up its game, taking on many more service and repair jobs after the closure of a local rival. Despite the higher demand, Moorings’ strategy for ensuring ample stock and its dedicated engineers have produced consistently satisfied customers. Its efforts in recent months have kept tens of customers mobile who otherwise could have been left stuck.
Mobility Aids Centre
With all of its energies concentrated on one expansive site, the Mobility Aids Centre boasts an enviable service and spare parts area where it can support each customer’s needs. A close-knit service team is complemented by sizable service bays ensuring equipment can be seen to and fitted with spare parts efficiently. The dealer has increasingly made aftersales and support an important part of the business recently. Reflecting this ethos, bosses have picked up on the need for more service-orientated business models as internet sellers force further change in the market.
Ploughing on to keep customers mobile during 2018’s major snow storms, DSL Mobility has consistently proved in the last 12 months that its aftersales is market-leading. Most recently, it saw customers on the Motability Scheme rank it among the top dealers in the country and DSL has largely put its success down to aftersales service. Being able to fix equipment quickly instead of sending it away is a key advantage DSL holds over some of its competitors and its commitment to sorting breakdowns fast has built its reputation. A careful and developing staff training scheme ensures each team member’s dedication is reflected in the aftersales support each customer receives.
The 2018 AMP Awards ceremony takes place on Sunday 7 October, the first evening of the Trade Days show, at the Hilton Birmingham Metropole.