VWCV gave every aftersales manager in the country a chance to win a trip of a lifetime to Iceland in January 2015. For Howard to achieve his reward he was scrutinised against a range of aftersales KPI’s (key performance indicators) across a range of important aftersales activities. These included retail throughput targets, satisfaction index scores for quality of work and time at the van centre, as well as high achievement in customer satisfaction surveys.
Howard is delighted and reveals: “As an example we were the top performer for “Quality of Work” from May to October in the 20 van centres in our area. Mark Carrington, a technician here, won a weekend trip to Coworth Park, near Ascot, as a result of our success. It was a real team effort and I am proud of everyone here for their collective commitment.” The trip to Iceland is for Howard and his partner to experience a spa weekend later in January. They will explore the epic landscape of the volcanic island and get a taste the culture and traditions of the Icelandic people. Howard is also looking forward to the results of the Volkswagen Commercial Vehicles “Balanced Scorecard” results for May to October, with both the Greenhous Shrewsbury and Bilston dealerships looking very well placed to share in a financial reward for their sales and aftersales performances.
“It is very gratifying for the dealerships to be thought of so highly by those at the top,” says Howard, “and it proves that hard work and excellence in customer service will always reap rewards.”