Wednesday, 9 February 2011

Power of Dreams Award for leading Marshall Honda General Manager

James Rodgers, General Manager of Marshall Honda in Scarborough has been presented with the ultimate award by his manufacturer. James is photographed (centre), receiving his award from Matt Gill, Regional Operations Manager for Honda UK (left) and David Hodgetts (right), Managing Director of Honda UK.

At a glittering dinner in Glasgow, and in front of representatives of the Honda network, James Rodgers was given the “Power of Dreams Award” by the manufacturer for “Excellence in Living the Honda Values”. Speaking at the event, Daksh Gupta, Chief Executive of Marshall, said: “I cannot think of anyone who deserves this award more than James and I am delighted that he has been recognised in front his peers with this award. The reason I think James deserves this award is that he lives by so many of these values which we hold dear at Marshall”

Scarborough Honda is ranked No.2 in the country for customer satisfaction in sales and No.8 in the country for service, out of a total network of 170 dealers. The dealership has also scored 100% in the last 2 years of the independent Great Place to Work survey of all colleagues in the business.

James Rodgers commented: “One of our key principles in Marshall is to represent our manufacturer partners in the best possible way, thereby delivering a consistent brand experience to our customers. At Scarborough Honda, the whole team is dedicated to building the Honda brand in our area and I have accepted this award on behalf of all my colleagues in Scarborough.”

The family-owned Marshall Motor Group is the fastest growing dealer group in the country and has seven Honda businesses. Marshall has represented Honda for nearly 20 years and acquired the Scarborough Honda business, along with York Honda and Hull Honda at the beginning of 2009.

Daksh Gupta added: “Honda is a great brand and we have built a strong relationship with them over the years by working in partnership to build their brand wherever we represent them.”

For more information on Marshall Motor Group please visit http://www.marshallweb.co.uk/

Marshall Volvo Grantham named as Top Dealer in the UK

The family-owned Marshall Motor Group is celebrating the news that its Volvo dealership in Grantham has been named as the Top Volvo Dealership in the UK, beating 121 other dealers to the No.1 spot.

Daksh Gupta, Chief Executive of Marshall said: “This is tremendous news for Marshall but especially for our great team at Grantham. I could not be happier or more proud of them.”

The national ranking is based on a balanced-scorecard of measures, including customer satisfaction, sales, aftersales and profitability. The scores are published each month until October each year and then the dealers are kept waiting for the final result which was published this week.

Daksh Gupta added: “This is a comprehensive scoring programme which looks at every single part
of the business and to win means that our team at Grantham Volvo has excelled across the board
throughout the year, maintaining a focus on all of the important elements of a successful business,
including the all-important customer satisfaction measure.”

Marshall has represented the Volvo brand for nearly 10 years and acquired the Grantham business in 2004. Marshall also represents Volvo in Nottingham, Cambridge and Peterborough.

Daksh Gupta commented: “We have a great relationship with Volvo built on a partnership approach and look forward to strengthening that further following this news.”

For more information on Marshall Motor Group please visit http://www.marshallweb.co.uk/

Marshall Honda York: One of the car brand’s top dealers in the UK

Local car retailer Marshall Honda York is one of the best in the country – and that’s official!
The dealership finished inside the top 20 when all 186 of Honda (UK)’s sites across the country were ranked using various performance indicators. Staff at the site – in Great North Way, York – were thrilled to learn the news. It was revealed at the Honda (UK) dealer conference, which took place recently at the luxurious Celtic Manor Resort, near Cardiff, South Wales. Tim Phillips, General Manager said it was terrific to be formally recognised in a system which operated as a level playing field for all dealers through 2010.

“We try incredibly hard to delight people with Honda’s range of modern and fuel-efficient cars, and with our level of customer service and attention to detail. Being a top 20 Honda dealer is a tribute to everyone involved with Marshall Honda York and they should feel incredibly proud of this achievement.”

Janice Kennedy, Head of Sales at Honda (UK), commented: “We have a well-established network with customer excellence at its core, and Marshall Honda York has done an exceptional job across all areas of the business. That includes new and used vehicle sales, retail and corporate customers, aftersales care, customer satisfaction and profitability. The hard work of Tim Phillips and the Marshall Honda York team is an inspiration to others and long may that continue.”

For more information on Marshall Motor Group please visit http://www.marshallweb.co.uk/

Thursday, 3 February 2011

Marshall Motor Group rolls out advanced “Red Carpet” training for all Aftersales Employees

  • Over 200 aftersales colleagues to complete tailored training scheme
  • Increases in colleague and customer satisfaction will boost sales and strengthen dealer group’s reputation

Marshall Motor Group has enrolled over 200 aftersales colleagues in a specially designed training programme. The initiative is a central part of Marshall’s ongoing commitment to delivering the industry’s highest standards of customer service and employee satisfaction, while simultaneously targeting an increase in aftersales profitability during 2011.

One of the largest and fastest growing dealer groups in the UK (it has nearly doubled its turnover during the past two years), Marshall Motor Group’s new training scheme aims to develop practical skills for frontline aftersales staff, focusing on both sales and customer service. The modular course – which will be delivered by Castrol Professional’s specialist aftersales training consultants on-site at individual dealerships – has been designed to enable the group’s aftersales professionals to become a driving force for improved profitability and customer satisfaction.

Marshall is working with Castrol Professional to tailor the lubricant supplier’s Red Carpet training course, which now includes a telephone mystery shopping element and will see trainers spend additional time at nominated Marshall dealerships. This will enable the group to gain a valuable insight into current aftersales practices across its network and identify areas most in need of improvement.

“This is the latest and most advanced initiative in an ongoing programme of training and development for our aftersales staff,” commented Neil Tonks, Group Aftersales Director at Marshall Motor Group. “Marshall is committed to retaining a reputation as the very best in the industry for customer service, while also optimising the profitability of our aftersales operations. We see these investments as crucial in attracting and retaining the very best staff and to maximising employee satisfaction across the group. We are also acutely aware that to give better than excellent service, there must be continuous improvement for our colleagues through personal development”

Marshall Motor Group is a Top 10 Dealer Group and the 2nd largest family-owned and privately funded car dealership groups in the UK, with some 2,000 colleagues representing 26 different manufacturer brands across its 62 showrooms. Since its establishment in 1909, Marshall has been committed to providing exceptional levels of service to customers, and each year sells over 40,000 cars and services over 350,000 vehicles in its workshops.

For more information on Marshall Motor Group please visit http://www.marshallweb.co.uk/