Treat others as you would like to be treated yourself. That’s the philosophy we adopt for all of our staff and customers. This might sound obvious, but it makes for a very happy place to work, which in turn means our people deliver outstanding service.
Vanarama has made it our mission to deliver world class service to all of our customers. In a crowded market, it’s the only way to differentiate ourselves. But delivering excellence doesn’t just happen.
That’s why we’ve created our own bespoke training programme, Hearts & Minds; Harder, Better, Faster, Stronger. We want all of our people, from the Directors to the most junior members of our team, to really understand and embrace what we mean by world class service.
We’ve worked with customer service guru Michael Heppell to design a programme that is unique and highly engaging to get the impact we really wanted on our teams. We appointed nine customer service ‘Ninjas’ from across Vanarama to deliver the training to their colleagues. The rigorous recruitment process ensured we had the right people for this job.
The ‘Ninjas’ use 20 minute ‘sizzle sessions’ to get our message across in a host of different ways. We have made bespoke videos for every session using comedy, provocative questions and customer insights to help every Vanarama staff member deliver the very best service to every one of our customers and colleagues. At the end of every session each person has actions to take away. Some are serious changes to the way they work, some fun exercises that demonstrate clearly what customer service is all about.
By doing this, our customers know that when they contact Vanarama for whatever reason, they can be certain the experience will be second to none. We strive to make ordering a vehicle incredibly easy. If a customer has a problem with their vehicle a year down the line, we make it our goal to resolve it.
Hearts & Minds has made a huge impact on Vanarama and our customers. Everybody now talks about ‘One Call Resolution’. We communicate so much more effectively with each other. And as a result our customers seem to love us more and more. In a recent survey 80% of customers said they would recommend us and definitely use us again.
We are proud of this result but never rest on our laurels. We’ll continue to use Hearts & Minds to train everybody so that every customer is truly ‘wowed’.