The Extra Mile Awards are back! Recognising the people and businesses who deliver excellence at every touchpoint, we’re celebrating the best in the industry. Whether it’s innovation, service, or social impact, each award category celebrates the dedication, passion, and commitment that set our dealers apart.
Customers are at the heart of what we do, and that's true for our dealer partners too. Since they were founded in 2010, Stratus Cars’ mission has been clear from day one: to put customers first and deliver outstanding value at every stage of the car buying journey. This strong ethos led them to winning the 2025 Customer Journey Award. We speak to Director, Frank Bridgman, to bring you top tips on delivering an excellent customer journey from enquiry through to aftercare.
What does winning the Customer Journey Award mean to you?
“Winning the Customer Journey Award in 2025 was a fantastic achievement for the team and something we’re extremely proud of. The driving force behind our win was our commitment to delivering a customer experience that is transparent, straightforward, and tailored to each individual customer.
We understand that buying a vehicle is a significant purchase, so we focus on making every stage of the journey as smooth and stress free as possible. From the first enquiry through to handover and aftersales support, we take the time to communicate clearly, manage expectations, and ensure customers feel valued throughout the process.”
How do you tailor the car buying journey to customers’ needs?
“We support our customers by taking the time to understand their individual needs, circumstances, and budget before recommending a vehicle or finance product. We discuss factors such as intended vehicle usage, annual mileage, family requirements, budget, and preferred monthly payment.
Once a suitable vehicle has been identified, we explain the finance options available in a clear and transparent manner, ensuring the customer understands the key features, benefits, and costs associated with each product. We provide customers with all relevant information, allowing them to make an informed decision.”
How do you embody Consumer Duty principles through every customer interaction?
“Consumer Duty is at the heart of how we operate our business. Our aim is to deliver good customer outcomes by matching customers with a vehicle and finance package that meets their needs, represents good value, and remains affordable throughout the agreement.
We provide clear and straightforward information, ensuring customers understand the vehicle, finance agreement, and any additional products they may be considering. We never use high-pressure sales techniques and encourage customers to take the time they need to make an informed decision.
By focusing on transparency, affordability, customer understanding, and ongoing support, we strive to achieve positive outcomes for every customer throughout their journey with us.”
What MotoNovo tool has made the biggest impact on your dealership?
“We use Quote & Propose on a daily basis and have found it to be an excellent tool for both our sales team and our customers. The system is straightforward to use, allows us to present finance options clearly and professionally, and helps customers understand the different finance packages available to them. It’s made the finance process much more efficient, reducing administration time and allowing us to focus more on the customer experience.
We also find that the digital journey is smooth and easy for customers to follow, helping them make informed decisions with confidence. Quote & Propose has become an integral part of our sales process and is a key reason why working with MotoNovo continues to be such a positive experience for our business.”
How critical is regular support from your Business Development Manager to your success?
“Our Account Manager is a huge asset to our business and plays a key role in maintaining the strong relationship we have with MotoNovo. We speak on a weekly basis, which means we always have support available when we need it. Catia is incredibly knowledgeable, professional, and proactive, keeping us up to date with industry changes and helping to ensure we remain compliant at all times.
What really sets her apart is that her support extends far beyond the finance side of the business. She takes a genuine interest in our overall success, regularly bringing fresh ideas, insights, and recommendations that help us improve our processes, increase efficiencies, and identify new opportunities. Her ability to understand our business and provide valuable input from a wider commercial perspective has made a real difference.
The regular communication and support have helped strengthen the relationship between our two businesses, and it's reassuring to know we have someone who is genuinely invested in our success. She consistently goes above and beyond, and we see her as a trusted business partner rather than simply an account manager.”
What’s the secret to providing excellent customer service, every time?
"Take the time to understand what the customer is looking for, their budget, and any specific requirements they may have. By asking the right questions and actively listening, we can provide tailored recommendations rather than a one-size-fits-all solution.
We believe in being transparent and honest at every stage and aim to create a welcoming, pressure-free environment where customers feel comfortable asking questions and taking the time they need to make a decision.
Excellent customer service doesn’t end when the vehicle is handed over. We provide ongoing support after the sale and remain available to assist with any questions or concerns, helping to ensure a positive ownership experience. By consistently following these principles, we build long-term relationships with our customers and generate repeat business and referrals.”
Why a one-size fits all approach doesn’t work
Every customer journey begins with a conversation and Stratus Cars defines the importance of tailoring the buying journey to the individual:
- Customer-first at every stage from initial enquiry to aftercare
- Clear, transparent communication builds trust and confidence
- Tailored recommendations based on individual needs, budget, and lifestyle
- Pressure-free experience that empowers informed decision-making
- Create long lasting relationships that go beyond the sale
Interested in becoming a MotoNovo dealer? Sign up today.
