HILLS FORD NAMED BEST IN CUSTOMER SERVICE IN THE UK
IN NATIONAL AWARDS
Locally based Ford dealership – Hills Ford in Malvern was last week named Best in Customer Service for the whole of the UK in the annual AM 2020 Awards at the ICC in Birmingham. Nearly a thousand top motor industry executives gathered for the Awards and Gala Dinner to celebrate the best teams, individuals and products in the UK’s motor retail industry.
As a small family-run, three-site dealership business, with dealerships in Malvern and Kidderminster it knows better than most that its reputation for customer service can make or break the business. After being ranked 53rd in the UK for service in 2018 the Malvern dealership was ranked in second place in Ford’s CSI rankings in 2019 with a near perfect rating of 96.8%.
Joint Managing Director Tim Hill said: “We have put in place a customer-first policy that means our customers days should be brightened after visiting our dealerships rather than feeling exhausted by the customer journey. Our customers are treated as people, as individuals, rather than just as potential sales figures and our staff strive for excellence every day. Our customer retention rate in Malvern has steadily increased as a result of this customer-first strategy and although the business is a Ford dealership, we have seen the business retain servicing work for customers even if they switch to a different brand, which is very rewarding.”
The company’s approach to customer service is constantly evolving and involves every member of staff from the service valeters to the managing directors and everyone in between: “The key for Hills Ford has been consistency by making sure that customers are kept informed at all stages of the work we carry out for them and to make sure they are never left feeling ignored,” continues Tim Hill. “Winning any award is good for the business but to win one for customer service is particularly special for a business that relies totally on our customers and those customers’ loyalty to our brand to continue in business.”
Owned and managed day to day by the Hills brothers – Tim and Richard – Hills Ford has built an impressive reputation over the past ten years for the provision of quality cars, vans and commercial vehicles from the Ford range along with quality pre-owned cars, backed by superb customer service. Hills Ford knows that any business is only as good as its people: “We’re delighted with our team in Malvern. We’ve been able to build a quality team in our showroom and in our workshops – it’s a team that people feel comfortable with,” says Joint Managing Director Richard Hill. “Our friendly showroom makes new and used car selection a huge pleasure, and our service team is renowned in the town for offering a great service. We look forward to welcoming new and existing customers to Hills Ford throughout 2020 if they’re looking to replace their existing car, van or organise servicing or repairs for it.”