Can you believe we’re nearing the end of 2021? Well for us, it’s a time of celebration as we honour our latest Extra Mile Award winners! We’re recognising those who make a difference in their community, provide exceptional customer service and fully embrace our products. If you want to see what the Extra Mile Awards are all about, click here.
Find out top tips for making your customers feel safe when visiting a dealership, which MotoNovo products are proving to be hot favourites and how to get started with supporting charities. We catch up with Lindleys Autocentres, Stratus Cars and Hippo Motor Group below.
Community Impact Award winner
What does supporting the community mean to your dealership?
One of our main core values is caring, whether that be for colleagues, customers, or charity. Supporting our community is vital part of that, we care for our community and believe in giving back. With over 70 local employees, we feel an obligation to give back to the place which helped us grow as a business and a family.
Tell us a bit more about the charity work you’re involved with?
We contribute funds and labour time to many charities and causes across the Nottingham area. Our main charity partner is called Switch Up. Nottingham has issues with knife crime and gang violence from younger people in underprivileged areas of the city. The charity tries to intervene when younger people are seen to be slipping through the net via the medium of sport which helps regain commitment and focus. We contribute a monthly sum to the charity which goes towards rent, counselling costs, equipment, or however the charity deem fit. We’ve also contributed to Nottingham Blood Bikes, MIND mental health charity and many more.
How do you decide how to give back?
Our main aim is to try and support those who need it the most. It’s impossible to support every cause so we choose carefully which charity we feel aligns the most with our core values.
Customer Journey Award
How do you help customers along their car buying journey?
We’ve invested heavily in our website to ensure customers have free access to any information needed, as a team we all share responsibility for a sale, meaning all team members have sales access and knowledge to ensure the customer journey is as smooth as possible. For example, a typical sale will start online with a customer finding the vehicle required, that is usually followed by a conversation with one of our sales staff who will log all the necessary information including vehicle details, finance information, site address and confirmation of any appointments. Customers are invited to test drive the vehicle which would have been sanitised beforehand. Following this, we go through all of the paperwork, including explaining the road tax for the vehicle.
What measures do you have in place for customers who may be nervous about visiting a dealership?
We’ve optimised our website to make customer purchases as comfortable and stress free as possible. We ensure that our photographs and vehicle descriptions are completely accurate to allow our customers to make an informed decision before they ever arrive at our site, we are also big advocates of the MotoNovo Self-Serve system as this allows the customer to apply and read all the information at their own leisure without needing to be in the showroom. For those that are still uncomfortable in open spaces, we have the offer of a large high ceiling office that is sanitised regularly should they wish to have more privacy when on site.
What’s your secret to providing excellent customer service every time?
There is no secret to providing excellent customer service, our philosophy is very simple - to make the car buying journey as simple and enjoyable as we can. Each customer is treated as we would want to be treated, with respect and patience.
Hippo Motor Group
Partnership Award winner
What do you think was the driving force behind your win?
At heart, Hippo Motor Group and MotoNovo have continually developed a strong working relationship over the course of eight years. This blossomed even further during lockdown, with MotoNovo introducing the Covid Recovery & Reinvention Hub for partners. Our Account Manager and the Regional Sales Manager have both helped us to maintain and grow a harmonious and strong working partnership, maximising all opportunities.
What made you want to partner with MotoNovo?
The great technology, speed of decision and flexibility of the products were all big factors with choosing to partner with MotoNovo. These unique offerings ensure the partnership is unlike any other in the industry.
How does support from your Account Manager help with the operation of your dealership?
A close and collaborative working relationship with our Account Manager is vital to our continued success. Not only does it help us to ensure the best possible customer journey is given to everyone who comes onboard, but it provides a smooth process when an obstacle is encountered.
Keep an eye out on our socials for more stories from the winners!