Customer Feedback…. Keep ‘em coming!
Delighted yet again with the super feedback. We really appreciate the time taken to offer us your thoughts as it really means a lot that you feel we’ve done a fantastic job.
Email from Roger Connor - Daughter recently purchased a Peugeot 308cc.
For Sales at Peugeot Stafford.
From ROGER CONNOR
F.A.O. THE DEALER PRINCIPLE
Hi , Last week My daughter purchased pre-registered 308cc from you.
I dealt with Ged and just wanted to say how efficient and generally helpfull he was to me during the the discussions we had .
As I was travelling a distance to pick up the car a lot of the details needed trust on both sides.
I had no difficulties at all and the standard of preperation was excellent.
Many thanks for getting such good attention and my daughter is delighted with the car .
Regards Roger
Customer Service is key…
As always we pride ourselves on the customer service we offer and is considered an essential cornerstone of our business to ensure our continued success.
We appreciate that things may not always go right especially where anything engineered is concerned but we are always on hand to provide the best customer service possible and take away the stress and frustration when things do go wrong.
Here are 2 key examples from 2 separate customer providing feedback when things have gone wrong.
A recent Randles RCZ customer posted this onto the RCZ forum.
I had the problem with rusty hubs and brake callipers, I complained to Peugeot Customer Services who were great and arranged for me to return my vehicle to the dealer for the problem to be sorted f.o.c. The affected hubs and callipers were cleaned, treated and finally painted with Heat resistant paint. The dealer even blended the paint to match the alloys. My thanks for great service from Peugeot and a superb job done by Randles of Stoke.
Mrs Brannan recently emailed to say
‘Just a quick one as I think credit is where credits due, I have had my car in with a few problems just recently and I know it can be a pain coming back and forward but Neil has been brilliant on your service desk. Many thanks.
We just love this type of feedback here at Randles so many thanks and keep ‘em coming.
Going that Extra Mile…..
At Randles we are delighted when our customers send us a token of appreciation in form of a letter or email.
Satisfaction and going that extra mile is key at Randles and when customers recognise the hard work and dedication we offer it makes our job even more worth while.
So this is a thank you to everyone who has done business with us and a special thanks to those that have written in to thank those key individuals within our business for their time and efforts. We cannot be more pleased with the feedback.
Here are the latest feedback emails we have received from two of our customers.
Mr Keith Warren- recently purchased a Peugeot 107.
Hi again Ennio,
FYI, I am very pleased to advise you that I am delighted with my new Peugeot 107 – Already I have done 1800 miles in just over one month.
It goes to the local Pug Main Dealer [Becks of Brighton] for the free 6-week check-over on Tuesday 14 Feb 2012. No faults whatsoever to report, but the handbrake needs the cable stretch taken-up. Because over 80% of my travels have been on Motorways at around 70mph, the mpg is currently 53, so being lighter on the right foot should give 60+mpg.
I am aware that the 2012 models are to be launched soon, but the “enhancements” seem minor and mainly cosmetic, except for the even-greener engine. From the photos that I’ve seen, it looks more like the current C1.
Thank you again to you and your team for delivering such a delightful and well-prepared car.
Sincerely,
Keith Warren
Miss C Ruskin - recently purchased a Peugeot 308 from Randles Peugeot Stafford.
Dear Mr Wade
Re: Customer Service at your Stafford Peugeot Branch
So often nowadays people are all too quick to complain when they get a rubbish service and never so quick when they receive good customer service.
In my own managerial position I strive to provide an “excellent customer experience” as opposed to just a “good customer experience”. As such I recognise excellent customer service when I see/experience it and I know how difficult it is to provide excellent customer service on a consistent basis. Something which Stafford Peugeot Randles have achieved!
I wanted you to know how very pleased I was to have received a truly first class customer service from all of your staff (with whom I have come into contact) at the Stafford Peugeot Branch of your establishment.
This experience started at the very outset when Ben Wiles gave your dealership a flying head start in the process as opposed to other garages/dealerships I contacted. My car broke down in late December and due to the holiday period it was early January before I was informed that it was beyond economic repair. I have three small children and live in the middle of nowhere so a car is essential.
I immediately rang around several car dealerships one afternoon/early evening in early January (I don’t recall the exact date I am sorry).
Peugeot Stafford
Your automated telephone system was clear and helpful. Ben Wiles quickly answered the phone and asked me all of the relevant questions, what use, what mileage, what purpose, what size what budget etc…. Within 15 minutes Ben had called me back with two used car options (one of my criteria was that I keep things as cheap as possible). Ben had all the details and the knowledge about these cars and gave me all the relevant information/finance terms etc. A brilliant balance between helpful sales and irritating pushy sales!
Other Dealerships
Of the four other dealerships I called that afternoon/evening Ben was to quickest to respond and the most informative. One other sales person called back about 50 minutes after I called with little or no information and a promise to call the next day with further information (Toyota), one called back the next day (Holdcrofts) and one asked me to call back the next day (VW)!!
Due to my personal circumstances financially I had to investigate the best way to purchase the car. During this time Ben Wiles came up trumps again!
Peugeot Stafford
During this middle period Ben got the balance just right between being interested and keen to make a sale without being at all overbearing and irritating. Offering helpful advice and solutions and ideas. Calling frequently enough to make me aware he wanted to make a sale and be helpful but not so frequently that he became a nuisance.
Other Dealerships
Two of the relevant dealerships firstly were really unhelpful in that they kept me at their show room one Sunday (when I had intended to visit other dealerships including Peugeot Stafford but ran out of time) for three hours pushing a really hard bargain and taking their time to do it and without any of the niceties of excellent or even good customer service.
Peugeot Stafford
I explained to Ben that I had an issue with what do I do in the interim for a vehicle. I asked could I buy a cheap run around for £500 from my mechanic and ask that Ben take that off me as part of the deposit when I bought my new car, so that I could avoid paying £200 a week hire car charges. Ben went away to speak to someone and within the hour called be back and offered a better solution. i.e., that once I had secured finance from my employer and paid a deposit he could offer me the use of one of your courtesy cars free of charge. EXCELLENT and MUCH APPRECIATED!!
Other Dealerships
Other dealerships made no such offer or offered any solution or any empathy for my predicament. One I had actually paid a deposit to at one stage knew I was also paying £200 hire car charges and did not even after the payment of a deposit offer to assist me in this way. Very very poor.
Peugeot Stafford
When I visited the showroom on several occasions I was met by helpful and polite and friendly staff. Chris (someone sorry forgot his second name) but that is not a reflection of the service he gave. He sat me down while Ben Wiles was engaged with another customer, took one part of my deposit so I wasn’t sat around waiting unnecessarily and offered me a drink - something I had not had an any of the other dealerships I had recently frequented. When Ben Wiles was free he came to me straight away and sorted out the rest and told me about loan insurance and the service plan etc. Very helpful. I then arranged to collect the courtesy car and needed a Stafford Taxi number. Another chap (Ben I think - but again no reflection of his service that I omitted to recall his name) helpfully gave two really easy taxi numbers to remember! BRILLIANT!!
Other Dealerships
Despite having visited several of these relevant dealerships several times, no one recalled me or helped me I was left to sit around and wait - when as a full time working mother of three I cannot just sit around - I simply do not have the time!! tut tut!! I was made to wait for the person who recognised me and no one else stepped into help at all while I waited. I was left at several different dealerships to lug around the car seats for the children on my own so that I could check whether they would fit easily into the back of several different models.
Peugeot Stafford
When I popped in to make another deposit and speak to Ben about something, another chap (the chap who had given me the taxi number) remembered my name and said “hi Clair”, “are you after Ben, I’ll just get him for you”. I was absolutely amazed that this chap had remembered my name and it felt really nice and I was so pleased I had chosen to do business with Randles after all the shopping around.
Peugeot Stoke - Festival Park (I think this is also Randles?) - must get a little mention here as Nick (the mobility specialist) was very helpful and helped me to try the seats into the back of his 308 and also called me several times to see how I was progressing - again a really nice balance between helpful keen salesmanship and irritating pushiness!
When I called in to collect the courtesy car all of the Staff were very very helpful and I felt they all went the extra mile and I had not dealt with any of them previously (apart from Sarah at the Service Desk who I dealt with many times before when I owned my previous 206’s). Ben had informed me that he would not be there but had clearly made all the relevant arrangements and made his colleagues aware that I would be calling in. The girls at the desk got me a phone number (for the engineers report company THS Trucks) and helped me to the courtesy car with the children and the seats out of the Taxi!! They knew I was coming and met me with a warm welcome and helping hand - which, as a mother with three small children is so very very welcome.
Ben was really helpful with obtaining the engineers report and did all the running around for me once I had made the call to arrange it that was all I did other than call to pay for the release of the report shortly after. Again as a full time working mother and manager of a large team I really have appreciated the customer service and the sense that all involved have gone the “extra mile”.
I do apologise about the length of this email but I really wanted to ensure that you do appreciate and realise what a brilliant team you have in your Stafford Branch. Of course Ben Wiles is the “Shining Star” but his team helped him pull it off! I also wanted to articulate what exactly was so good so that you can let them know what is appreciated and so they can continue to provide a brilliant “first class” customer service. I am sure your Stafford team will ensure that Randles get through this recession as unscathed as possible. I for one will be renewing my car with Randles again when my car is due for renewal and I will definitely recommend Randles to everyone I know.
I am sure you are aware - but I feel I must point it out - that not only did this service secure your dealership my business (and future business for that matter and service business) and the sale of the car (I actually went and retrieved a deposit from another dealership), it means that I will now ensure that I tell everyone (whether they need a car or not) how great a customer experience I had while dealing with Randles Stafford. I will also ensure I use Ben’s example to my own Team.
Lastly I just want to say thank you and well done! I will offer a small token of my appreciation to the Stafford Team myself when I collect my car (or shortly after if I collect it before pay day) to demonstrate how very pleased I am.
Kind Regards
Yours sincerely
Miss C Ruskin
Once again, Randles are delighted with the wonderful feedback offered by our customers. We are completely passionate and committed to delivering a continued level of service as standard.
ECO FRIENDLY MOTORING FROM RANDLES PEUGEOT
Peugeot 3008 HYbrid4 and Peugeot iOn Eco Cars of our future….
available now!!!!
November 2011
Peugeot’s 3008 HYbrid4 is the world’s first full diesel HYbrid car and is due to launch early 2012. The environmentally friendly ground breaking car introduces a combination of diesel and electric power, which delivers huge benefits in cost of ownership, is now available for Staffordshire motorists to pre-order from Randles for their chance to own the multi-award winning 3008 HYbrid4.
The 3008 HYbrid4 has been awarded ‘Best Eco Car of the Year 2011’ by Diesel Car magazine and more recently a 2011 What Car? Green Car Award for the SUV category, which makes it even more desirable.
Managing Director, Philip S Wade, FIMI at Randles comments: “By choosing the Peugeot 3008 HYbrid4 owners will benefit from enjoying a unique driving experience, with an enhanced specification.”
Although launching in 2012, the HYbrid4 is available to order from Randles in two versions: a 99g/KM CO2 at £26,995 and 104g/km CO2 at £28,495
‘Tomorrows world’ has arrived at Randles in the form of Peugeot’s first 100% electric car, the new Peugeot iOn.
The interest in electric cars has long been gathering momentum within both the media and the general public. The Peugeot iOn combines remarkable packaging with a spacious interior, ease of driving, high levels of safety, big car comfort levels and a high standard specification.
The revolutionary Peugeot iOn is available to view now at Randles Peugeot Stoke where specially trained staff can show customers around and explain the necessary servicing equipment you would expect to find with such a specialist product.
The iOn is to play an integral part of Peugeot’s ongoing commitment to provide its customers with a selection of low carbon transport solutions and will sit alongside a range of other technology Peugeot is bringing to market over the coming months.
Philip S Wade, FIMI adds: “We are delighted to have been appointed a specialist iOn dealership. The arrival of Peugeot’s first 100% electric car heralds the start of a new era of which all the team here are proud to be a part of.”
For more information about the 3008 HYbrid4 or the iOn, please contact Randles Stoke on 01782 286333 or Randles Stafford on 01785 245518 alternatively visit the website at www.randles.co.uk.
Randles Motor Group Purchase New Site
Randles Motor Group are delighted to announce their recent purchase of the old Audi/VW site on Cobridge Road, Stoke-on-Trent. Randles will be renovating the site over the next 2 months and will be moving Randles Suzuki, based on Keele Road, Newcastle-Under-Lyme to the new site on Cobridge Road at the end of January/beginning of February 2012.
This is a significant move for Randles Motor Group, whose Suzuki franchise has been based at the Higherland, Keele Road Suzuki site since in 1988. 
New Suzuki Site.
Randles Motor Group Managing Director Philip Wade FIMI says ‘We have been working hard to secure this opportunity for the Suzuki Franchise and both myself and the team at Randles Suzuki Newcastle are delight by the move.
We are excited about the prospects for our business and what it will mean for the local area. As a bigger site this will bring us greater opportunity for development in the future, especially being located next to our already existing Peugeot Dealership on Cobridge Road.
We warmly welcome you to come and take a look at our new site once we are fully open.
