Mo t enewsletter 46th edition 20000
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This document summarizes moments of truth award winners from various Ford dealerships. It recognizes employees who went above and beyond to help customers, including: - Kirsty Lynch, who helped a customer with car repairs and found her a rental car during a difficult medical issue. - Lisa Barrett, who quickly fixed a customer's car that had fluid in the radiator reservoir, making the customer feel at ease. - Chris Hamon, a technician who rearranged his holiday to complete warranty jobs and keep the workshop on track. - Ian Edwards, who ensured good customer service from another dealership and arranged a courtesy car when issues arose.
Mo t enewsletter 46th edition 20000
- 1. Whos making the moment? 46th Edition FordRetail | Moments of Truthmomentsoftruth@fordretail.com Moments of Truth has reached a tremendous milestone an amazing 20,000 nominations since the scheme started! Thank you to you all for fantastic support of our Who made the moment? reward and recognition scheme. The lucky 20,000th nominee was Kirsty Lynch, Service Advisor, Staines. To celebrate this special occasion Kirsty received a surprise presentation of gift vouchers and flowers together with her certificate from John Leathem and Stuart Kerr. Kisrtys nomination read: My car needed repairs to pass the MOT and I had to bring it back the day after to get the ordered bits fixed. When I came back Kirsty informed me that by accident another part of the car was damaged. The day after I had to go back to hospital and being bank holiday Easter weekend Kirsty helped me find a replacement car to use over the long weekend. This was much appreciated as this is a difficult period in my life due to time spent in hospital. Thank you Kirsty for your help, assistance and warming smile. Nominated by a very happy customer! CongratulationstoKirstyandcongratulationstoyouallformaking somanymomentsforsomanycustomersandcolleagues. Lindsay Cars, Ballymena staff enjoying their Magic Moment Kirsty Lynch receiving her 20,000th nominationaward from John Leathem, Stuart Kerr Team Head Office celebrating their well deserved nominations LAPD staff celebrating their well deserved nominations Magic Moments Northern Ireland The team at Lindsay Cars, Ballymena, have enjoyed a fun night out over dinner and drinks at Frankie Bennys. Lead by example and wear your MoT badge! After 20,000 nominations, were still going strong! Rod Brewer, General Manager, @First has presented well deserved nominations to LAPD staff, a diploma certificate to Gemma James and gift vouchers to the Champions of Change, Richard Bennett and Alan Pearce as a thank you for their hard work. Head Office staff have also been celebrating their nomination successes. Well done all! 20,000signatures,abitofwriters crampbutstillmakingitpersonal! Keepmakingthemoment.
- 2. FordRetail | Moments of Truthmomentsoftruth@fordretail.com Jason Holman receiving his award from Ian Wilson Moments of Truth Winners Competition Winners The answers from the previous Moments of Truth competition: 1. Which of the following phrases would be classed as positive language? a) I want to... 2. What term is used when you encourage an individual to follow your way of thinking? b) Pacing and leading 3. Customers for Life are more likely to... b) Recommend Ford Retail to family and friends The lucky winners drawn at random from all the correct entries were: Andrew Oakley Warrington Michael Convery Boucher Road Carole Grzebisz Bradford Jasons scratchy moment Jason Holman, Valeter, Barnsley, went the extra mile. A customer came to collect his car late in the evening, on closer inspection we found two light scratches on the car. Jason who had finished work offered to help remove the scratches. He also asked the customer to walk round the car and point out anything else he would like doing. Jason also noticed the fluid levels were a little low and topped them up for the customer; this took Jason an extra half hour without pay. The customer was delighted. A fantastic nomination Jason. Lisa Barrett receiving her award from Howard Clifforth Lisas efficient service Lisa Barrett, Service Advisor, Plaistow, helped to get this customer back on the road. I had accidently put a mixture of screen wash and water into the radiator reservoir. Lisa arranged for this to be fixed immediately as I was trying to get away the next morning. She made me feel at ease with her calm and friendly manner and use of phone and offering cups of tea. Im very grateful for the attention Lisa gave me. Well done Lisa. Jamie Deal receiving his award from Tony Webber Jamie seals the deal Jamie Deal, Senior Technician, Weston Super Mare, gave up his own time to help a colleague. Due to work already booked in at the workshop I was struggling to get cars ready for handover. Jamie volunteered to stay late on two consecutive evenings working until 8pm each night to ensure the cars got PDId. I was able to handover the cars as promised keeping our customers happy. I cant thank Jamie enough; he sacrificed his personal time to ensure these cars were handed over on time. Excellent work Jamie. Paul Mace receiving his award from Stuart Harper Team Paulmakesagoodimpression Paul Mace, Warehouse Operative, NYPD, made sure this driver wont forget him in a hurry. Due to snow the Daventry wagon driver was stuck on the road from early morning, arriving at our depot at 4pm. Although Paul was due on his break he helped the driver change the wagon and unload his truck. Paul invited the driver into the canteen for a drink and explained where the closest truck stop was and where he could get something to eat. This driver will spread the word of how well he was treated at Ford Retail. Well done Paul. David Pugh receiving his award from Kevin Marsh, David Achakobe Vikash Toofaneeram Dave knows best Dave Pugh, Master Technician, Edgware, has the knowledge to deal with the trickiest of problems. Dave has made an outstanding contribution to the service department and workshop. Due to a shortage of Technicians he has helped with every complicated job ensuring they were completed on time. Hes shown great responsibility and helped everyone to his best ability. When things go wrong we call on Dave, his experience and knowledge make him a great role model for any upcoming Technician. Great effort Dave. Moments of Truth Champions As a thank you for all their hard work the St Helens Champions of Change, Helen Carr and Steven Bellocchi, have been presented with gift vouchers. Remember to tell Melanie about your localMoments of Truth news: Melanie Marshall 01226 737259 momentsoftruth@fordretail.com
- 3. make it personal go the extra mile be polite keep your promise be helpfulbe efficient Thanks for reading and remember......... You make the moment John Leathem 05-13 Moments of Truth Winners 1. According to research by Albert Mehrabian what proportion of communication related to emotion and feelings is conveyed by our body language? a. 7% b. 55% c. 38% 2. Eye contact, breathing, gestures, and posture are all characteristics linked to which area of building rapport? a. Physiology b. Language c. Values 3. According to a survey conducted by the Technical Assistance Research Programme what causes 14% of customers to leave a supplier? a. They leave the suppliers area b. Theyre lured away by a competitor c. Theyre dissatisfied with the suppliers product Moments of Truth Competition For your chance to win 贈50 of competition vouchers simply answer the three multiple choice questions below on the Moments of Truth intranet. Three winners will be drawn at random from the correct answers received. Closing date Friday 14 June 2013. Good luck! Chris Hamon receiving his award from Peter Dugmore Mervyn Chester Chris goes the extra mile Chris Hamon, Senior Technician, Bougourd, sacrificed holiday to keep jobs on track. Chris had holiday booked however there was another Technician off, meaning Chris was the only Senior Technician on site and we had warranty jobs that needed attention. Chris was good enough to re-arrange his holiday to complete the work. This allowed the workshop to get parts ordered or back to the customer for the bank holiday weekend. Thanks Chris. Ian Edwards receiving his award from Keith Platt Ian takes ownership Ian Edwards, Used Vehicle Sales Executive, Runcorn, ensured a major complaint was averted. A customer purchased a car over the internet and collected it from Runcorn where Ian dealt with the transaction. The customer experienced some issues with the car and wasnt happy with the way the local dealership dealt with him. Ian contacted the dealership and even arranged a courtesy car for the customer.The customer couldnt praise Ians professionalism and commitment to after sales enough and said Ians actions averted a major complaint. Great work Ian. Jeff Cain receiving his award from Rod Brewer Jeffs promising moment Jeff Cain, Parts Delivery Driver, Nonsuch Epsom, ensured promises were kept to customers. We were let down on the delivery of some parts so I had to locate these from a different source. Jeff went out of his way to collect the parts from the alternate supplier despite him having the busiest round at the dealership. He then delivered the parts to two different customers. Jeffs efforts enabled our customers to keep their promises to their customers. Great job Jeff. Declan makes it personal Declan Teggart, Service Manager, Knockmore, took ownership of this customers problem. A customers power steering pipe had got damaged on his van and one of our branches had told him they were unable to help him until the following week. The customer was very angry and was threatening to cancel his service plan. At 6pm Declan took the time to speak to the customer and brought his van into our workshop to help him fit the pipe. Declans actions went a long way to keeping this customer happy. Great effort Declan. Declan Teggart receiving his award from Dermot Rafferty