Yorkshire retailer Parkgate Mobility, which now has 15 outlets and more than 800 Motability clients, has enjoyed success in the scheme’s awards every year they have been held, showing size does not have to dilute customer service and can actually improve it.
The company won the ‘Commended Award’ in the most recent set of awards, which have been distributed to dealers around the country in recent weeks. The award is Parkgate’s fourth on the scheme, which recognises exceptional customer service and is based on direct feedback from clients.
The reason behind Parkgate’s success is largely due to the extensive resources it can draw on which enable it to back-up its customer service pledge. Business manager Tracy Simmons said its Motability success “cannot be put down to luck”.
Simmons said: “In 2017 we were on top of the large dealer leader-board right up to the final quarter but were pipped to the post at the last minute”.
“With a live fleet of over 800 Motability customers we were pleased to achieve a customer service score of over 9.8 out of 10 for the year. We have adopted the Motability ethos of putting the customer first, and this requires that we have the necessary resources in place”.
The resources Simmons referred to include fully-trained sales advisors who ensure the customer receives quality advice and a product that will meet their long-term mobility needs; a large fleet of fully-equipped and fully-stocked mobile workshops and qualified engineers who are organised to respond and carry out repairs quickly and efficiently; an understanding customer service team; and a service centre of receptionists who organise the work and ensure everything runs smoothly.
Parkgate recently invested in a substantial new call centre at its Rotherham flagship site which will be used to further enhance customer service and efficiency across the business, which it hopes will grant it future success on the Motability Scheme.
Simmons added: “It is also vital to have the backing of the best manufacturers and suppliers of mobility scooters and powerchairs in the industry. But perhaps more important is the Parkgate Mobility customer philosophy that filters down from management to everyone in the company.”
In an interview with AMP in November, Simmons explained how management philosophies filter down through the staff and how leaders run the business effectively by instilling values from the top to the bottom of the company.