On Friday 27th March 2015 Essex Auto Group won the award for Excellent Customer Service (Large Business) at the Thurrock Business Awards.
TV and radio presenter James Whale hosted for the awards ceremony, which was held at the Civic Hall in Grays, Essex. The event, sponsored by DP World London Gateway, saw more than 300 representatives of the borough's best businesses recognise the outstanding work and entrepreneurship.
The Excellent Customer Service award was presented by Christine and Manuel Bhatt from Systematics International Ltd after Essex Auto Group and their rivals had been visited and judged on a written submission of their customer service practices.
The judges got to experience Essex Auto Group's motto of “Doing it even better for you" in person on their visit to the Lakeside dealership in Thurrock where the Group's customer relationship team is based. From a customer's first point of contact (whether it's on Essex Auto Group's award-winning website, on social networks, through a phone call or at any of our showrooms) to their vehicle's purchase and maintenance, we seek to deliver a quality Sales and After Sales experience.
To ensure confidence in what we do, our commitment to our customers is visible at all times. That's why we have posters in all of our dealerships displaying our Sales and After Sales Commitments – customer care charters that guarantee quality service at all times – which have been signed by each of our members of staff. The Commitments cover everything through our customer's experience with us from the greeting they receive when they first arrive at our dealership through purchase and delivery to after-sales activity, such as services, MOTs, maintenance, repairs, parts and accessories. Both Commitments make it plain that our aim is customers' complete satisfaction.
We don't just hope that we did a good job. Our team also follow up afterwards to ask customers whether they had a satisfactory experience and to take on board their constructive criticism, plus we employ social media to answer any questions.
Matt Brown, the Group's Marketing Director, said: “Essex Auto Group is dedicated to retailing excellence in all aspects of our services. At the heart of everything we do is customer engagement. We work in a highly competitive marketplace and we have to, at the very least, fulfil our obligations to customers and the vehicle manufacturers who we represent as retailers and approved service centres. We aim to exceed them every time."
“Unless we engage, satisfy, and go the extra mile compared to our competitors each and every day then we stand to lose trust and custom. Delivering an exceptional custom experience is vital for loyalty, good reviews and recommendations, and being the best professionals that we can be. If we did not take this approach we would not have celebrated our 25th anniversary last year!"
The Thurrock Gazette's parent company, Newsquest Essex, organised the ceremony. Editor Gary Pearson said: “What a fantastic night. This event just seems to get bigger and better every year. It's so great to celebrate all that's good within Thurrock's thriving business community. Congratulations to all those shortlisted, the judges had a torrid time picking the winners which speaks volumes for the high standard of entries. It's easy to see why this borough is going places."
For more information on Essex Auto Group please call 01268 522744.