Marshall Mercedes-Benz of Lancashire and The Lakes has put service into its servicing to win a prestigious award from the manufacturer.
The group, which has sites in Blackburn, Blackpool, Bolton, Preston and Ulverston (South Lakes), won the Mercedes-Benz Service & Parts Team of the Year thanks to its superb showing in 2013 across a wide range of criteria but with particular focus on customer service and business performance.
The award was presented by Sally Jones, Customer Services Director, Mercedes-Benz UK, who said: “Marshall has embedded a strong sales culture in After Sales whilst maintaining a focus on delivering outstanding customer satisfaction.”
Mercedes-Benz of Lancashire and The Lakes was acquired by rapidly-expanding motor group Marshall in 2010. Boasting 70 businesses and a portfolio of 25 automotive brands, Marshall’s success has been built on its commitment to customer service and this approach has been fundamental in the retailer and its sister sites achieving manufacturer recognition.
During 2013, facilities at the Blackburn and Bolton Retailers were refurbished to accommodate My Service – a new approach to servicing aimed at providing customers with more choice and greater flexibility over the maintenance of their vehicle. Similar improvements will be made at the sites in Blackpool, Preston and Ulverston over the coming months.
“As a team, we have worked hard to exceed the expectations of our customers and Mercedes-Benz by delivering the basics brilliantly and providing the standards that you would expect from a prestige brand but with the levels of personal service of a family-run business,” explained Stuart Cresswell, Marshall Mercedes-Benz of Lancashire and The Lakes’ After Sales Director.
“We are committed to looking after the needs of customers as well as local businesses in the communities surrounding each of our retailers and, for example as a result of this focus, our trade parts operation has grown by 30 per cent by increasing the number of daily deliveries to meet the requirements of independent garages.”
Stuart added: “It was fantastic just to be nominated for the Service and Parts Team of the Year but to actually win the award is phenomenal and a tremendous achievement for everyone at Mercedes-Benz of Bolton. Their efforts over the past three years to provide an unrivalled customer experience have been duly rewarded and I know that they will be working even harder during 2014 to ensure that we remain ‘number one’.”
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