Meet the team
Creating a lasting relationship with our customers is core to our trading philosophy, to assist with this
we believe it would help you to understand what our staff do on a daily basis. In this sixth edition we have focused on our two Service Advisors, allowing you an insight into their job roles.
Q. Natalie – Being a “Service Advisor” implies that you advise your customers on which service is due next, is there more to it than that?
A. Yes there’s a lot more to it than that. Our main role is to manage the service or repair of a vehicle on
the owner’s behalf. We are their main point of contact from the initial enquiry to a follow up call
made a couple of days after the vehicle’s return. We therefore need to maintain knowledge of the
customer, the vehicle, the work we have been asked to carry out plus the progress of that work. Behind
the scenes, there is a large amount of paperwork to process for each vehicle we see.
Q. Holly – How long have you been a Service Advisor?
A. Nine years in total, three of those with Renault. It’s one of those jobs that improves as you get to know
your customers and they get to know you. We may not see a customer for a year, but it’s great when you still recognise them and can greet them by name.
Q. Natalie – How many customers do you deal with each day?
A. I will see 10 to 15 customers a day, but of course I will be taking bookings for the future work
and following up jobs that have previously been finished. So up to 30 different customers a day, and
sometimes several times a day.
Q. Holly – I have seen a lot of promotional material for Motrio Parts, what are they?
A. Motrio parts are a cheaper alternative to Renault branded parts. They are only available for vehicles
over four years of age and only fast moving parts like oil filters or brakes pads. They are supplied
by Renault and carry the same guarantee but are approximately 30% cheaper. It means we can be
very competitive on price for older vehicle servicing and basic repairs.
Q. Natalie – What aspect of your role as Service Advisor gives you most satisfaction.
A. I pride myself on providing the highest levels of customer service, so when customers are happy it’s very rewarding. It’s a team effort, Technician, Workshop Controller, Valeter, Service Advisor; we all
have our part to play, but because I have the direct contact with the customer, I get to see the final results.
Q. Holly – I am sure it’s not all plain sailing dealing with so many customers and Vehicles, What happens when things go wrong?
A. Yes, some times things don’t go according to plan, it’s up to Natalie and I to keep the customer informed of the status of their vehicle, if for any reason there is a problem we strive to provide a solution that keeps our customers mobile, that’s our priority. If there are lessons to be learnt, after the event, then we discuss it during our morning quality meetings.