Macrae & Dick Mazda are delighted to have achieved and maintained their No. 1 position throughout the Mazda UK dealer network. The top position was gained by having a high score across a variety of key business metrics including excellence in customer service.
Macrae & Dick Mazda believe the key to their success has been the aftersales side of the business where their focus is on customer retention and communication along with a strong management team. They have also met the Aftersales standards by ensuring all their customers’ digital service records are kept up to date in a timely manner.
The sales team contributed by being above the national market share in territory with 2.45% whereby Mazda UK’s national market share is 1.45%. This is down to the high level of customer service and referrals from customers’ friends and family. This is enhanced by one of the Sales team in Macrae & Dick having over 45 years’ experience in the motor trade and 20 years with Mazda in Inverness. He is a member of the original team that opened the franchise in 1993.
One major change for the business in the period is that the service reception is now located in the main showroom. This has provided all their customers with a welcoming experience with the Service Advisor being at the forefront of the dealership.
Andrew Grzesinski, Group Managing Director, Macrae & Dick said ‘We have a very strong and enthusiastic team within Mazda who share the vision of growing the business further and delivering an outstanding customer experience in everything we do. I am very proud of the team in Inverness, especially after finishing No. 1 nationally in the Mazda network.’
Macrae & Dick Mazda are looking to maintain their No. 1 position for 2014/2015.