ENCESTER, UK – Mitsubishi Motors in the UK is delighted to announce that their ‘Dealer of the Year’ for 2011 is Smithy Garage based in Gwynedd, Wales. The award was presented to John Roberts, a Director of the franchise at Mitsubishi’s annual Dealer Conference, which took place at the Celtic Manor Resort in Newport last week.
Smithy Garage
Smithy Garage, founded by J H Roberts, a Blacksmith & Farrier in 1939 has an established and respected name in their area. They have a strong reputation for outstanding customer service, which is a major part of the criteria for the Mitsubishi Dealer of the Year Award and a key pillar in Mitsubishi’s ongoing strategy in the UK. The business is still in the Roberts family and is now owned and successfully managed by J H Roberts’ three sons: John, David and Einion.
Excellent Service
Mitsubishi Motors in the UK believes that in today’s highly competitive market, real differentiation comes from superior service and customer support. Mitsubishi already prides itself on good service, but their aim is to be truly excellent; providing first class service to its customers, staff and suppliers by going the extra mile.
With this in mind, Mitsubishi has developed a new programme for all head office and franchised dealer staff in the UK, outlining their ‘Excellent Service’ ethos and how to deliver it to the customer every time.
Why? Because when it comes to buying a new or used vehicle, parts or service, Mitsubishi Motors authorised dealers are at the forefront of ensuring that their customer receives the very best service and that their ‘Mitsubishi Experience’ is truly fantastic.
Customer Satisfaction
To ensure that its dealer network continually delivers ‘Excellent Service’, Mitsubishi Motors in the UK is assessing their dealers based on real-time feedback from real customers. As soon as the feedback is in, the customer scores are published as part of a star rating system to allow other customers to choose the Mitsubishi dealer that is right for them.
Smithy Garage recognises the importance of a good customer experience and as a result has held a maximum 5 star rating in the Mitsubishi Motors Customer Service Score programme since its launch in June 2011. This means that between 95% and 100% of their existing customers would recommend Smithy Garage to their family and friends.
John Roberts, Director of Smithy Garage, said:
“It’s always a pleasure to receive any award and Mitsubishi Dealer of the Year is a tough one to get because the competition is so good. As owners of the business, we know that this can only happen with the dedication and professionalism of loyal staff.”
Mitsubishi Motors in the UK’s Managing Director, Lance Bradley, said:
“Smithy Garage has always been a strong advocate of ‘Excellent Service’ and they have been ambassadors for the brand for many years. The service they offer inevitably results in strong sales and after sales success, with very happy customers returning to them time after time.”
Mitsubishi Motors in the UK would also like to congratulate this year’s joint runners up: The Firs Garage based in Hook Norton, Banbury; and Tweedmouth Service station of Tweedmouth. Third place went to Oak Tree Garages who are based in Coventry.