Committed to satisfy

Press, 17 June 1988, Page 35

Committed to satisfy

“There is no use having a slogan or motto unless every staff member knows, understands and works with that slogan,” said the branch manager of Kirk Motors, Mr Wayne Robertson. “Our motto is ‘You can count on Kirk’s people’ and this is continually at the top of each staff member’s mind within the dealership,” he said.

Each staff member is asked to continually question their individual

activities with regard to the slogan and asked to check activities against it daily. “Our success will come from our absolute commitment to customer satisfaction,” he said. Kirk Motors opened its Christchurch branch in March this year after taking over the Mitsubishi franchise of Cooper Henderson Motors, Ltd. It also took over the site and many of the staff of the old firm but did not buy

Cooper Henderson Motors. This attention to service and the customer is shown through regular reminders of service checks and warrant of fitness dates. And to ensure personal service, customers are allocated their own service adviser who will stay with them throughout their association with the dealership. This service is augmented by regular followups from salesmen keeping them informed on

activities in the dealership, new product releases, specials and to assist with any queries. The workshop offers a courtesy coach for picking up and setting down customers during the day at their places of business. They also loan cars to customers. Every new car leaving the dealership is given a rigorous pre-delivery test and report. The report is double checked before release to the customer. Used cars also undergo thorough tests and reconditioning if required. “The sale of the motor vehicle is only the first step to customer satisfaction — it is the start of the journey, not the end.”