Published 17-02-2011
Congratulations to Lauren Cross from Lancaster Honda who scooped the highly sought after ‘Service Adviser of the Year’ award.
Last year Lauren was ‘Highly Commended’ in the same category and in 2011 she’s gone one better. Lauren has played a major role in her dealership being Honda’s best for overall customer satisfaction.
The judges commented: "Colleagues and managers speak highly of her skills and of her willingness to learn. As our judges noted last year, she has made a point of working with technicians to understand as much as possible about parts being repaired or replaced on customers’ cars, so she can explain these to customers as competently as possible."
We were also finalists is two other categories namely, "Customer Care Award" and "Aftermarket Innovation Award".
Lauren fully embodies the attributes of today’s successful Service Adviser. She is not liked but adored by our customers, Lancaster Honda’s CSI assures you of that. She is of course incredibly loyal to our company and her colleagues but she is always ready to challenge them.
The crucial role that every Service Adviser plays in the dealership today has changed over the years beyond belief, far from being a simple reception job it’s the difference between hitting budget and missing it. It's the difference between leading the country in CSI and failing in it. It shapes our aftersales future.